Pivotal Payments

Pivotal Payments
  • Editor Rating

  • Rated 3.5 stars
  • Very Good

  • Pivotal Payments
  • Reviewed by:
  • Published on:
  • Last modified: August 18, 2015
  • Disclaimer

Review Summary:

Many first time merchants or those that are interested in being less attentive to monitoring all their processing statements may wish to do their due diligence in their search for a merchant account provider

Pivotal Payments
  • Pivotal Payments
  • Rating: 3.5
  • Reviewed by:
  • Published on: February 26, 2015
  • Last modified: August 18, 2015

Review Summary:

Many first time merchants or those that are interested in being less attentive to monitoring all their processing statements may wish to do their due diligence in their search for a merchant account provider

View our Top Ranked Processor

Pivotal Payments was founded in 2003, and is headquarter out of New York. However they also have a strong Canadian presence and have a number of satellite offices around the US.

They are currently rated a C+ by the Better Business Bureau, with a large number of complaint levied against them over the previous 36 months, especially when considering the size of the organization. According to their own website they have over 350 employees and 1,000 agents; we’ve discussed this in earlier reviews but when your sales force is as distributed as this one is, there are issues that accompany it. One is the lack of quality control and knowing their sales representatives are “selling” the same merchant contract that the small business owner is signing. The next comes with the customer service angle, when so many of the sales are handled by individuals that have no contact with the customer service aspect of the business there is always going to be issues with connecting the dots, if you are a merchant who has an issue with your service.

These problems are highlighted in the various online forums that various Pivotal Payment customers have taken to to voice their complaints about Pivotal. One of the main issues merchant comes across is the terminals themselves, this is not directly Pivotal’s fault as they outsource their merchants terminal leases through a third party. However, we always advise small business owners to avoid leasing credit card machines, and to always buy. That Pivotal is advocating for their merchants to lease terminals rather than buy them is a red flag for us.

Before You Sign A Contract!

We recommend that all merchants speak with at least 2 processors before signing their contract. Why?…

First – You should feel comfortable with the sales representative, if you’re feeling pressure on the call or feel as though you are not a focus, it’s unlikely your experience will improve after signing your contract!

Second – Be wary of introductory rates (specifically qualified rates) in the initial pitch – each business is unique and the rates/fees that will actually save your business the most, are only available once the sales representative has learned about your business.

We currently have Cayan listed as our top ranked merchant service provider. However if they do not fit your needs, you can look through our full list of processors and find the one that is right for your business here.

The other main issue that merchants seem to mention is undisclosed fees and poor customer service. These are both symptoms that we have found align very closely with the sales model currently employed by Pivotal Payments. While many merchants who understand merchant accounts contracts and can handle the most frequent types of customer service issue would likely do well with Pivotal Payments, it seems as though many first time merchants or those that are interested in being less attentive to monitoring all their processing statements may wish to do their due diligence in their search for a merchant account provider.

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Editor review

Costs
3.5/5
Sales
4.15/5
Customer Service
3.5/5
Ratings
3.5/5

3.66

Average
3.66
Summary

Many first time merchants or those that are interested in being less attentive to monitoring all their processing statements may wish to do their due diligence in their search for a merchant account provider

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0 Comments

  1. Rebecca Angel
    January 08, 21:12 Reply
    Pivotal Merchant services has poor customer service. I have tried to change companies and they will not release my account and are still charging me monthly fees.

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