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I'm NOT doing business with Durango AND Gving them 5-Stars. Find out Why!
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This is a strange situation that Brad Jess at Durango got into with me through no fault of Brad or Durango.
I almost applied online for a merchant account and was going through the processor online application when I decided, after reading the fine print, to close my browser without electronically signing the application. I also did not send in any of the required paperwork to prove who I was in order to establish the account.
Well, to my surprise in January or February, I had an approved merchant account all setup. I called Brad who worked with me to verify that this vendor knew that I was not opening an account. Because of my business being considered high-risk (due to SEO and PPC consulting), I waffled on going with this vendor since Brad of Durango was so excellent. Ultimately, I received a standard account offer that was better for my small business. So, the story ends, right? Wrong!
The vendor hit me for minimum service fees on March 1st since I did not do any volume with them since I supposedly did not have an account. I contacted Brad immediately as this was not a fun thing to see and after talking with my local bank manager and Brad, trusted it could be resolved. Again, it was confirmed my account was indeed closed and there should have been no fees withdrawn from my account. Brad worked to confirm all of this AND they promised to do a refund back to my account.
Like any small business owner, this was not on my top priority since it was a smallish amount and nothing bounced due to the withdrawal. A few weeks went by and then I noticed on April 1st, another round of fees was deducted from my bank account. WOW was pretty much the reaction from Brad and myself.
So, once again Brad went to work to help me knowing he would not "be paid" since I am not a valid account running any CC volume through Durango. Since early April until today, he worked to finally get the fees turned off (no May 1st deduction) and as of today, I got my 2 months of fees refunded back to my account.
I can't recommend Durango any higher thanks to the customer support shown by Brad. If he works this hard for me, you have to know he will make sure your account is in good hands for your business. My situation was a weird, technical issue combined with vendor system change that probably caused this issue. I wouldn't worry about moving forward with Durango as it is clear they value the talents and integrity of employees like Brad Jess.
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