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:08/23/2023

  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.

  Toast pos with held $3,000 for payroll tax but never paid the **** of revenue causing us to fall in to bad standings and hold up the renewal of all of our business licenses. still havent refunded the money.also they randomly Withdraw 6 months of service with in 2 days totaling more than $5000. cannot give details on when or how refund will be serviced. this unforseen charge has caused my business accounts to be overdrafted and held up the payroll for my employees

  

  Business Response

  Date: 08/25/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:08/17/2023

  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.

  Case #******** 7/18/2022 For over a year as the bookkeeper for a new restaurant I have been attempting to get the *** data integrated with the bookkeeping software. We have it clearly documented in several emails that XtraChef was included in the services contracted between **** ************** and Toast, Inc. ******** is required for this as well as vendor sales data integration. I have made three attempts and always run into a dead end with Toast. To add to this issue Toast has loaned this business operating capital on two occasions. From the bookkeepers perspective, who can not efficiently do my job, or provide detailed financials vital to analyze the businesses, this is a breach of contract and has become unethical.On 7/18 I had a meeting with ********************* and stated the details of the issue. A few days later we exchanged emails that she was still working on getting someone who could help. My last two emails requesting follow-up or contact with a manager or director have gone unanswered.We would like ******** "turned on" in our account and for ********************** to be good on their promises ASAP.

  

  Business Response

  Date: 08/25/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:08/14/2023

  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.

  We use this company's service in our bar. We set up the service with a clear understanding of the monthly fees, which we opted to pay on an annual basis. We were recently invoiced for our second year of service. The invoice reflected an amount that was approximately $5000 higher than it should have been. I am sure this was done in error, but we have unsuccessfully opened a service case and have tried to get anyone to look into it and return the money they took from our account. We have gotten zero assistance for a month of repeated attempts to be put in contact with someone who can even discuss the issue. All the while, they have stolen roughly $5000 from our company.We purchased and fully own the equipment, so there is no recurring cost involved with that.The monthly fee (as advertised) for the first pos station is $69, and the second station is $45.We were given a small discount that brought the amounts to approximately $59 and $42, respectively.We were invoiced for the second year at a rate of $58.84 x 12 and $418.85 x 12. (Plus applicable taxes)It appears that there was potentially a double push of the "8" when entering the amount for the second station. While this is an understandable human error, it is not understandable to not be able to get it fixed and have the refund processed immediately. Unwillingness to accept responsibility and right an obvious wrong is a terrible business practice, and in this case has amounted to theft.

  

  Business Response

  Date: 08/15/2023

  Toast has been in contact with this customer and has offered a resolution.

• Initial Complaint

  Date:08/09/2023

  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.

  Toast screwed up billing for dozens of customers over a series of 3 - 5 months. To fix this issue, they withdrew around $2,400 from our bank in one day. This crippled our small business as we could not pay wages or rent due to the loss of funds. Going to customer service was a nightmare. You cannot talk directly with their billing department. We have sent multiple tickets in to get our fees resolved. They agreed to issue a refund and that refund has taken months. Still our bill is screwed up and they are not taking the invoices from these bills from the refund they have yet to issue. The company is basically s******* us and there is nothing we can do. We cannot talk to anyone in billing and they refuse to refund us even though they approved the refund. This is the worst customer support we have ever faced where a vendor has free access to our bank account and refusing to refund customers.

  

  Business Response

  Date: 08/15/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:08/09/2023

  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.

  we have couple of restaurants under the name of *************, one is on 900 ***************** *******, ** ***** and the other is located on ******************************************************, The location in ******* is using the Toast services for about last 3 years and the location in kenmore was open since last year December 2022. last June I went over the invoices from toast for their integration services for both locations and found that we are paying for some of the equipment and services that we don't even have like for the kenmore location we are paying since December 2022 for Grubhub integration (which is a delivery service) that we don't have, (UBER and DOORDASH is the only deliver service we use on kenmore location ) we are charged $25 every month for that since December 2022 to June 2023. The ******* location was charged Extra for 2 *** $45 each for the month of April, MAY, June 2023. ( we have 2 *** but in total we were charged for ***** )Toast also charged more for their services on ******* location than Kenmore I asked for the reason the representatives have no explanation other than someone will call me before the end of the day which never happened. on June 15, 2023 I filed a dispute case # ******** I was told some one will call me within 24 hours but no one did so i called again 06/20/2023 and remind them that no one called me they said someone will reach me today that afternoon I got an email from ********* someone from toast ( I copy the email down below) Toast ********************************* customercare@******************** via ***********************************.salesforce.com Tue, Jun 20, 4:01?PM to me Hello ******,This is ********* from Toast ************** it is a pleasure to assist you.I'm sending this email in order to follow up with you about a case (********) that was escalated to the ****************** because a credit was requested for some subscriptions for tablets. I was checking your account, and as you mentioned you have been charged for the additional tablet subscriptions since 2 invoices back. Unfortunately, I'm not able to submit a credit because we don't offer credit for unused subscriptions and I was not able to find a case where you requested the cancellation of the subscriptions during all this time until now but from now onwards you are not going to be charged for them. ******************** Toast *************** Money Expert | ************ Services Toast | All-in one Restaurant *** System ************ | @toasttab www.toasttab.com as per his email" we don't offer credit for unused subscriptions " I under stand that if I asked for a service and not used and than ask for the credit for the time I had the service will be wrong but we never had those 2 *** to began with at the first place Toast some how add the service charge in to our invoice and now they will not give us the wrongfully charged money back? this is what I don't understand. on June 15, 2023 I also requested some other services to be discontinue we not using I never asked for that credit because that will be wrong. since the June 20,2023 email I tried many time to find the person in charge of this dispute so I can talk to them but all I heard from the representatives that someone will call me and they cant do more than taking a message.in the summary of my complain I need someone from the Toast to address these issues I am requesting a refund for the *** charges on ******* location invoices I am requesting a refund for Grubhub integration charges on Kemore location I am requesting to Balance the pricing fairly on both locations I appreciate your time and attention to this matter if you have any question please don't hesitate to reach me at ********************* or you can call me at my cell ************ thank you

  

  Business Response

  Date: 08/15/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 08/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I filed complaint about (toast) wanna approach me directly and they need permission for that and I replied yes to it but I did not know that BBB will closed the case which I did not  intend to so please reopen the case because toast have not cooperated in last 3 months and I want BBB to keep my complaint open  until we reach to conclusion and I also want BBB to remain involved, so please re open my complaint, I will really appreciate that.
  

  
  

  

  Business Response

  Date: 08/22/2023

  Toast is collaborating with this customer.

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:08/09/2023

  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.

  Toast Payroll is responsible for debiting our accounts for payroll, paying our employees, and paying our city and state wage taxes. This is collected by toast and itemized every week. Since I have moved our companies payroll to toast, they have been collecting the taxes for the city (************) but not paying or filing with the city. When i reached out a month ago regarding this, I was told from toast payroll that they "did not know they were supposed to be filing the city wage taxes"... even though they collect this tax , its line item in every single pay stub, and its their fiduciary responsibility to pay this tax as part of their payroll service. So toast payroll team went in my city wage tax account and filed, but did not remit payment. The city now says I owe $3500 which toast has not paid them, and they are freezing my accounts and licenses until this is resolved. I have reached out to toast 30+ times and every time I have been told they are working on the issue. The inability for my company to conduct business in the city due to our delinquent wage tax account is costing me thousands of dollars a day. I need toast to pay the wage tax account balance for my company, provide proof of payment, and get my wage tax account cleared immediately.

  

  Business Response

  Date: 08/15/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service 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.

  Ive been using Toast POS for my restaurants the past 4 years . Ive been very unhappy with the toast invoicing . They have direct acccess to my checking account and have been over billing me for services I dont want , need , or sign up for .When presenting them with my problem im assured they will refund the erroneous , FRAUDULENT charges they have been stealing from me but Ive received no money back , no communication from their escalation department. My account is still being debited incorrectly. They had some sort of billing issues for a few months where invoicing didnt take place once they resolved their issues they took 3 months of incorrect money and Im fighting for it back. If anything they should be investigated for fraud and over inflating their books . Raising money by stealing off the backs of people like me is a crime . Not sure where this will go but maybe my big headache will prevent someone from investing their businesss future in Toast. Im looking for repayment of all the overcharges Im getting billed since Feb 2023. Each month its hundreds of dollars . I am a small business and this is negligence .

  

  Business Response

  Date: 08/14/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:08/08/2023

  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.

  Toast POS does not allow us custom verbiage on our credit card pre-authorization receipts. If a guest does not close out their tab, we do it for them, but they dispute them and win because this is a violation of ****** rules. Please see section 1.5.6.1 on page 115 at *******************************************************************************. This is why our pre-auths do not protect us. For over two years I have continually asked for custom verbiage to help protect us, which all other POS companies have this as a standard feature. My complaint is that TOAST does not give us this simple tool, but does charge us a $15 fee anytime we have a chargeback. At the minimum this is a conflict of interest as they are both the software creator and the credit card processor. They cannot financially gain while not allowing us to be compliant with ****** rules. Here is a sample of the verbiage we want to add to help protect us: I authorize Business Name to charge my credit card for all items added to my tab, including 18% gratuity, should I not close my tab by the end of the business day. I understand it is my responsibility to alert management before the end of the business day of any discrepancies, or all tabs will be considered accurate and charged the full amount, including 18% gratuity.

  

  Business Response

  Date: 08/14/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:08/02/2023

  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.

  I have noted that on numerous transactions where toast was the credit payment service provider that the meals tax rate was inconsistent between restaurants and more recently learned that toast was applying an additional fee and hiding it in the tax applied. Furthermore the tip rate was being calculated on the products and services plus tip as opposed to just the services.

  

  Business Response

  Date: 08/14/2023

  Toast is collaborating with this customer.

• Initial Complaint

  Date:07/31/2023

  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.

  Hello,I'm the partner/owner of the two restaurants (*************** - Lokum Mediterranean Grill)We use TOAST system at both locations.Recently when I was doing my accounting, I have figured out, they have OVER charged me almost 8 months for the subscription ( *************************** Scheduling Pro) which have NOT being used at all.I have called several times in order to get either credit or refund. They were not willing to help.At the same time, they supposed to refund me another $699.00 for the kitchen screens which I have returned for a while ago for both locations in total of $1400.Here are my claims in their system.For ***************** my claim # is ******** For Lokum my claim # is 08948634.This is not nice at all. I have been extra charged almost $800 for the service I have never used without my knowledge. Also screens ($699) for both locations in total $1400 have not been refunded.I m kindly asking your help. I was trying to fix this problem by myself but couldn't handle this.Regards Mamac

  

  Business Response

  Date: 08/01/2023

  Toast is collaborating with this customer.