Arnold Kim

Review of United merchant services, inc.

So my father has used UMS for YEARS. My dad is Kor...

So my father has used UMS for YEARS. My dad is Korean, it's a small business, and it's located out of state. He uses their service because he can communicate with the staff with much ease. They help us with our credit card machines and payment processing. We're not high maintenance customers and we only reach out to them when their services directly impact the business.

The positives are it is really easy to get connected with a live person. No wait times or unbearable hold musics. The biggest point of frustration is that they have HORRIBLE customer service... The person I spoke just didn't seem to care of the outcome of how it would impact our business. The rep admitted the machine could have been set up by the company incorrectly, but they offered solutions that is quite frankly in today's world, is absurd. They told us to call our internet service provider to see if they could install wiring in a different location at our business because the machine wasn't apparently set up right to handle it using our dial-up line. The other option they suggested was that we could send the machine back and they could inspect it again and mail it back to us. I told him that wasn't an option because going without a services for a week can literally lead customers to going to different competitors. It doesn't make any sense - if this is what they are suggesting to customers, from a process and product solution standpoint, it is very much so lacking.

For my dad, he said he would continue using this service. On an aside, he is close to retirement, and the Korean representatives that they have is a huge plus for him. For me, it's pointless if they can't help you out when you need them the most - he hardly calls them too. If you are starting your own business, look elsewhere for your small business needs. If you are tech savvy enough, look at self-servicing products that are offered. If you use UMS because of the ease to communicate with their staff, either look at other competitors with the same offering, or just deal with a bigger company. It may be hard to communicate with them, but things do not seem to be streamlined at UMS.