Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been with this company for 11 years now: In Aug 2023-we decided to close the account, but were unable to do so, as we were informed to reach back out in December, once the contract renews, & write a written letter stating that we want to close the account. The reason for closing the account is because the terminal would not work whatsoever and in order to get it working-we needed to purchase a new one...this happens roughly every 3 years. Well lo and behold-the terminal automatically did an update in Oct and started operating again...so the problem was never in the device, but technical side. Once we reached out on Dec 7 to close the account-we were informed that the account has already been renewed for another year, & that the early termination fee is $595! On top of this, our contract was breached-because the fee for being non-pci compliant is $9.95/mo and they were charging us $19.95/mo-without any warning of price increases. They said they cannot refund us for this mistake. WHY? HOW? So they can breach a contract with no punishment, but the minute we try to close the account-they want their $! Now they have attempted a collection process on us because they claim we closed the account-which we did not! and they claim that they are unable to process our payments for ***** and May of 2024-but they have withdrawn payment and i have emailed proof the funds have gone through-but the financial agent has stopped responding to us. This company is a fraud and a scam-they clearly know how to get money out of people. We have returned the terminal to them and have decided not to use them-but they are continuing to charge us for "processing fees" even though we havent processed with them for 2 months now. What is going on? How much more can they take? Considering the many years of being their customer, all we want is to end the contract, without penalty, We reached out to them in December when they said the contract will end. And this is how they treat us??

  

  Business Response

  Date: 05/23/2024

  Please extend the response date to June 7th, while we resolve this with the merchant and our partners.

  

  Business Response

  Date: 06/10/2024

  We would like to begin by thanking the merchant for giving us extra time to address this with our partners.
  
  Reviewing the account, the merchant last processed a transaction for $322.11 on March 7th, 2024. 
  
  The account was closed May 6, 2024 as a result of the *** rights being revoked. 
  The last fees that cleared were for February 2024. 
  As a result of the returned fees and the annual PCI compliance, the balance due was $805.61 and the merchant settled with our ***************** for $692.30. 
  Based on the cost of the processing and as resolution of this matter, AppStar is able to refund $675.64.  The merchant is only covering the cost of the transaction while AppStar is covering the remainder of the processing costs for March through May 2024.
  We are offering this resolution for two reasons: V & L Auto Sales was a client in good standing from December 2012 through March 2024 and they experienced a technical issue which we failed to resolve in a timely manner.
  
  We would like to thank V & L for the many years they were with us and hope that we can provide them with services in the future. 
  
  Execution of this refund is pending the merchants acceptance of this offer through the BBB

  Customer Answer

  Date: 06/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent in documents to get business information switched to the new business name was told it would take a week. Here almost a month later still not fixed and non of *********** are in my account. I have spoken to everyone in the office and no one understands their jobs nor does them. They quick to send you documents to sign but never finish with there job. Been calling the past week to get this resolved and still have gotten no where.

  

  Business Response

  Date: 03/25/2024

  Thank you for forwarding this to us. We would like to thank ************** for her assistance in completing this.  That said there was a delay while we worked with ************** to have  her father, ********************* doing business as *****'s Auto Repair, sign the Docusign and to submit a supported bank source document.  he banks source documents of our partners are very strict and we have very little leeway on what they will accept. Unfortunately, the document we received necessitated a legal name change be completed first. That was completed today and the bank change is now in process with an estimated completion date of 3/27/24.  

   

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Appstar is so so so so bad of a company ?? to start off, I applied for clover on their direct site but later found out a company named Appstar picked up the sale, unsure how that was possible. Clover site says you have 30 days to return product if you don't like the service. After two weeks I tried returning the device thinking it would be better to go with **** of America's pos system since I a am a member there. Appstar said I could not return the device and that I had to pay over $5,000 to break contract. At that point I said for get it I'll keep it. Random withdrawal amounts of $300+ $400+ multiple times monthly taking from my account when it was agreed upon to only have withdrawal amounts of around $100. After so many un agreed withdrawals I blocked all ACH holds due to fraudulent activity. I have money stuck on my clover pos system that they refuse to transfer to my ****. They will not transfer the funds nor will they give me a straight answer as to what will happen with the funds. At this point they give me a list of requirements for them to deposit the funds into my account. I completed everything they requested and I still can not get them to deposit the funds. Lastly they ask my **** to sign a **** letter which the **** says it's illegal for them to do, so at this point Appstar is saying they will not send me the funds, however they are still billing me for a service I cannot use! I've never been scammed so bad and I couldn't tell you how much headache and pain they have put me through just to scam me. No on will give me a straight answer as to what happens next. They stole all my money and this should definitely be illegal!!! I cannot open my restaurant or take any point of sale orders because they will bully me for every dollar that enters the pos. This company is extremely dangerous, should be banned, doing business. Clovers reputation is bad for allowing Appstar to take advantage of business owners. STAY FAR AWAY AND PAY ATTENTION TO ALL THE REVIEWS!!!

  

  Business Response

  Date: 03/08/2024

  Please extend the response time to 4/1/24 as we continue to work with this merchant to resolve this hold.

  

  Business Response

  Date: 03/29/2024

  Thank you for forwarding this.  Unfortunately, we were unable to reach the merchant to provide assistance at the number.  We look forward to proposing a solution once the merchant calls us back.
  

• Initial Complaint

  Date:02/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Appstar is our credit card collection agency. We had a customer make a payment in excess of $40k and Appstar requested additional information which was supplied. They contacted our customer who approved the payment, then ****************** denied processing the payment saying it was a liability. We receive payments from this customer weekly thru credit cards processed thru AppStar, so we do not understand whey they denied the payment.

  

  Business Response

  Date: 02/27/2024

  The following response has been redacted to remove pricing information.  This was sent to the merchant 2/27/24 and addresses the merchant's request to the BBB.

  ****,
  

  Thank you for speaking with me today.  Here is a recap of our conversation, where you are currently with us and what I am prepared to offer should you decide to return.
  
  High ticket:
  Your high ticket is currently at $12,000, but we have approved transactions as high as $21k.  That would remain the same should you return to us.
  
  Rates:
  You are currently at int+dfa+.xx% & $.**.  Your new company is at int+dfa+.xx% & $.**.  In the case of the $40k transaction, we would have been $76  cheaper.
  Should you decide to return, we would lower the rate to int+dfa+.xx%& $.**.  The statement fee would drop to $x.** from $xx.**.

  
  ***
  AppStar does have a *** non compliance fee of $xx.**.  We also have a team dedicated to making you *** compliant.  They can be reached at ************.  Once you are compliant, if you send me a copy of the certificate of attestation, I will refund up to x months of the *** non-compliance fee you were charged as well as AppStar will reimburse you one half of the *** fee that you were charged (this is charged by a third party so is not a refund, but us covering the cost).

  
  Should you decide to close, please send me your closing request prior to 8:00 a.m. PST 2/29/24 to avoid being billed for March 2024.  As per our conversation, the termination fee will be waived.
  I look forward to speaking with you and will be posting a redacted copy of this as our BBB response.

• Initial Complaint

  Date:01/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* from AppStar came to our office and told us their credit card processing could save us money monthly. I emphasized our need to keep using Quickbooks (QB) for transactions. ****** checked if their Clover system would work with our industry specific software (espweb) needs, but couldn't confirm that. Later, I said syncing with espweb wasn't crucial, but syncing each transaction with QB was.On October 19th, ****** confirmed ****** could sync with QB. She mentioned a three-year contract with AppStar, a $295 cancellation fee, fluctuating rates, and a two-year equipment contract. I requested the contract in advance, but she couldn't provide it.We signed the contract on October 20th. ****** assured us we could cancel if ****** didn't sync with QB. On October 25th, when our equipment arrived, we found Clover only synced daily totals, not individual transactions with QB. AppStar suggested using Invoiss, a third party app, for syncing, adding extra cost and steps.Attempting to set up ******* took over 20 hours, as it didn't work as it came. We needed transactions to appear on Clover and be marked as paid in QB, including detailed customer and product ********************************** was not able to provide any technical support related to us. Therefore, I worked with *******. Due to limited progress, by November 17th, we decided to stop trying to integrate AppStar, Invoiss, and ************* suggested continuing with AppStar until month's end for financial benefits. However, when we called to cancel, **** from AppStar told us we had missed our trial period, said we couldn't cancel and questioned our delayed cancellation decision. I offered to show **** the issues via screen share, but he refused.They won't cancel our contract without us paying $500 PLUS we owe their leasing company over $6000 for equipment that was sold to us by AppStar for software that will not work as promised.The $1251.87 is for fees related to appstar, ***********, *****************

  

  Business Response

  Date: 02/07/2024

  Please extend the response time to 2/15/24 while we look into this matter.  Thank you

  

  Business Response

  Date: 03/15/2024

  Thank you for allowing us additional time to address this complaint. We would also like to thank **************** for her assistance in this matter.  We reviewed the contacts and while we were unable to locate the message where the missing functionality, we were able to determine that the merchant had quickly notified us of the issue and that there was not a third-party app on the Clover Marketplace that would pass the data in the manner she needed.

  During the first two weeks of November 2023, **************** spent considerable time working with a 3rd party Clover app to find a solution that would work for her business and that would allow her to continue to use the Clover POS.  At the same time and through March 2024, AppStar, with Ms. ******* permission investigated this further to find an app that would provide this extension to the Clover POS.
  
  In consideration of the amount of work that **************** dedicated to resolving this issue, we have had the lease and the processing accounts cancelled.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was lied to over the phone when I asked multiple times "if Appstar Clover does not work for my business, and I don't think it will because I tried it once before, what is the fee for returning or canceling the service?" I was told there was no fee, just simply return it. Well, as I predicted it did not work for our business. I was then told to return it there was a $500 restocking fee. This software system does not work well for hair salons. Clover is a ********* for other businesses, however it does not work for my salon. I was very taken aback by not only the restocking fee, but the fact it was never addressed even after I had asked multiple times over weeks of phone calls. I did not want or need Clover. A friend of mine was new to working for Appstar and convinced me to give it another try. I had told the friend and his boss multiple times I did not believe it would work for me which is why I asked several times what the return policy was. My friend was also not told about the $500 restocking fee. I was also very upset that his boss was extremely pushy to the point I asked her to have her higher up contact me, which she did not have him or her do and would not provide me with their contact information so I could contact them myself.

  

  Business Response

  Date: 12/14/2023

  Please give us till December 22nd to respond as we are still researching this.  Thank you

  

  Business Response

  Date: 12/28/2023

  We would like to thank the merchant for helping us in resolving this, We have a recorded agreement from the merchant allowing us to cancel the lease. As part of this, she will return the equipment using the call tag provided by us and AppStar will waive the termination and restocking fees.
  
  In researching this, it became clear that ******* and team lead involved failed to understand why the Clover system had not worked for the merchant previously.

• Initial Complaint

  Date:10/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***************************** sales person for appstar came into my business offer lower rates than my other processing company which was a lie also saying it was one year contract. They need to cancel the contract im not paying a cent. i have him on camera/audio. You guys better back off or a suing you guys for false advertising. The don't have time for this

  

  Business Response

  Date: 10/23/2023

  Thank you for forwarding this to us.  We were unable to locate a merchant record using the information provided.  We've left a message at ************ asking for additional identifying information.  

• Initial Complaint

  Date:09/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Audiology practice used AppStar financial to process our credit card transactions. We stopped using their services on 5/12/2023 due to excessive junk fees and they continued to withdrawal money from our checking account through 9/01/2023. They refused to close our account without paying $495 close fee per location. The do not have a valid contract with us. From 5/12-9/1/2023 they withdrew a total of $1238.54 when we did not use their services at all. The spokesperson **** at AppStar talked in circles and even went to the length of writing bad reviews on our 5 star rated business to make it appear we broke our obligations, which is not factual. They actually tried to debit our bank account for the close fees but we put a bank stop so they were unable to collect that.

  

  Business Response

  Date: 09/22/2023

  Thank you for bringing this to our attention.  AppStar Financial has been unable to reach ***************  We will continue to reach out to her, but she can also contact us at ************.

  ************** raises several issues in her complaint.  The first, and the one we need to speak with ************** to resolve, is the termination of the agreement and the processing fees.

  The second issue, the review has been resolved. The review has been removed and the matter addressed internally.

  I look forward to speaking with ************** to resolve the primary complaint.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OUR COMPANY WAS WANTING TO END OUR CONTRACT WITH APPSTAR, I WAS TOLD SEVERAL MONTHS PRIOR THAT MY CONTRACT WAS UP IN AUGUST TO CALL BACK TO DISOLVE CONTRACT THEN. SO I WAITED SEVERAL MONTHS AND CALLED BACK TO CANCEL ACCOUNT, NOW THEY TELL ME I WAS TO LATE ON CANCELING ACCOUNT AND I WILL HAVE TO PAY ****** TO GET OUT OF CONTRACT. THEY TAKE OUT THIS MONEY EACH MONTH THREW MY BANK ACCOUNT. ALL I WANT IS MY CONTRACT DISOLVED WITH OUT A PENALTY OF ****** LIKE I WAS TOLD THEY WOULD DO. I WANT STOP PAYMENTS OF THE ***** I BEEN PAYING MONTHLY. PLUS THEY WERE VERY RUDE TO ME. I BEEN THEIR CUSTOMER FOR OVER 10 YEARS AND THATS THE WAY THEY TREAT ME!!!!! LIKE I SAID I WANT MY CONTRACT DISSOLVED WITH THIS COMPANY WITHOUT PAYING THE ****** BECAUSE I DID CALL THEM IN AUGUST TO END IT LIKE THEY TOLD ME TO DO.

  

  Business Response

  Date: 08/08/2023

  Thank you for forwarding this to us. ******************** has been a client of ours since 2011.  Unfortunately, due to the increased fraud we are seeing in the market, one of her transactions was placed under review in March 2023 and that resulted in the merchant switching processors.

  ******************** is correct in stating that she missed the July 12th deadline for submitting the close letter and avoiding the termination fee.  That said, AppStar is willing to waive the termination fee as a courtesy based on the merchant's history with us.  We hope that she will consider us for her future processing.

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a great day of sales, funds are not available. 1st day of service using this company and no money has been deposited in my bank account. Treated like a criminal or scammer when my company has been in business for 9 years and establishment since ****.

  

  Business Response

  Date: 08/08/2023

  Please extend till 8/11/23,  We are verifying the data