Complaints

This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Shift4

  3501 Corporate Pkwy Center Valley, PA 18034-8232

  
• 

  Shift4

  1491 Center Crossing Rd Las Vegas, NV 89144-7047

• 

  Shift4 Payments

  1551 Hillshire Dr Las Vegas, NV 89134-6321

  
• 

  Shift 4

  1737 N Main Street Ext Butler, PA 16001-1327

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:01/19/2024

  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.

  My family owns a small restaurant in NC. We have used Shift 4 for the past 7 years. The customer service is awful. Shift4 relies on independent sales agents to market its accounts. While this practice is a real money-saver for providers, it is a very poor experience for my business. There’s simply no reason why a company as large as Shift4 can’t hire its own in-house sales team and provide them with the proper training and supervision necessary to provide ethical and professional service to business owners. The independent contractors initially tell you at the beginning of your 3 year contract that the business will own the equipment after 3 years. Then if you ever ask for an add-on piece of equipment then your annual contract is extended a year from the date of asking for the equipment. If you decide to cancel your agreement with Shift 4 you must buy out your existing contract and return equipment that was initially yours after the 3 years. Shift 4 heavily promotes “free” equipment offer but comes with a lot of stipulations and seems mainly to be a ruse to lock you into a long, three-year contract with an expensive early cancellation penalty. Shift4 Payments offers customers restrictive contracts, overpriced products and services, and insufficient support after the sale. My main issue is Shift4's lack of transparency, added fees, and emphasis on tiered pricing.

  Customer Answer

  Date: 02/01/2024

  On January 31. 2024, our Shift4 system was down.  We could not access any components of the system.  We were placed on hold with customer service for over an hour.  Shift4 said that they plan to send a technician to our business today at 3:00 pm eastern time.  The customer service you receive from Shift4 is below standard.  They do not see anything urgent as a business loses sales and customers due to insufficient hardware and customer support. 

  Customer Answer

  Date: 02/01/2024

  On January 31. 2024, our Shift4 system was down.  We could not access any components of the system.  We were placed on hold with customer service for over an hour.  Shift4 said that they plan to send a technician to our business today at 3:00 pm eastern time.  The customer service you receive from Shift4 is below standard.  They do not see anything urgent as a business loses sales and customers due to insufficient hardware and customer support. By far the worst company I've ever dealt with.  the service is awful, and excessive fees.  Many fees are listed as Miscellaneous fees and don't have an explaination.

  

  Business Response

  Date: 02/01/2024

  Hi *****,
  
  We're truly sorry to hear about the challenges you've faced,and we understand your frustration. We take your concerns seriously and would like to address them promptly. Thank you for bringing these issues to our attention. We are committed to learning from our mistakes and enhancing our services to better serve our customers.
  
  I have taken the opportunity to review your account and do not see any bill of sale for the equipment. As a reminder, the monthly POS Service fees are in accordance with your executed agreements.
  
  While we dop use some 3rd parties for sales we also have an internal sales force as well and see that your account was, and continues, to be addressed by internal sales. Either way, you have 24/7 access to tech support and customer service
  
  I see that you are actively using services and I would like an opportunity to speak with you. Please reach out to our team directly via ****************** at your convenience.
  
  Thank you,
  *******************

  

  Business Response

  Date: 02/05/2024

  We are attempting to reach out to you and look forward to speaking with you soon.

  Thank you,

  *******************

  Customer Answer

  Date: 02/05/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:01/04/2024

  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.

  This company has failed. I opened this account May of 2021. I was to be assessed no fee's other than the service fee as my customers were absorbing the 4% they charged. After working my books for several months in the past 12 months, many of my deposits did not match my batch reports. Emails and phone calls were made with specific transactions where this occurred. My response was "some cards take longer to process". I never did see the difference deposited in my account. I emailed them on 10/28/23 with this concern, again on 10/31/23 requesting the account by cancelled. Emails stating it had gone to an escalation team was received on 11/3/23. Again phone calls were made, long hold times no response. Again email correspondence with no resolve on 11/8/23, again on 12/14/23 and 12/17/2023 no resolve just emails stating it's taking longer than usual due to high volume of emails. Today 1/4/24 I received an email stating that they were unable to charge my account. Their services were cancelled on 10/31/23 by email from me the owner. I was informed today that I'm contracted through May of 2024 and I will owe 554.98 for services not being used, even though I've cancelled and I've been using another company since November 1, 2023. For 2 now 3 months this company, after multiple written communication to cancel, is attempting to take fees for a service not provided or used, in addition to money being taken from my deposits which has no explanation of fee's taken. As I see it, they owe me money from incorrect deposit amounts and fee's associated with a service that was requested cancelled October 31, 2023 in writing as well as verbal. 

  

  Business Response

  Date: 01/19/2024

  Hi *****,
  
  I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach out to our team directly via [email protected] or ****************** for expedient service.
  
  Thank you,
  *******************

• Initial Complaint

  Date:01/03/2024

  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.

  Back in September 2023 we were looking to change POS systems for our business. Early October, the equipment arrived and an installer showed up to install the equipment. First, the installer advised all the equipment needed to open for business did not show up. He advised we would not be able to open back up for business with his company until all equipment could be delivered. We were then advised that the equipment needed was out of stock and or backordered with no information on when it would be available. We then had the installer hook up the POS to give us a quick demo on the system. It was at this time we decided to not change POS systems and stay with our current system. The installer helped re-packing the equipment and we were advised that shift4 would send us return labels within 72 hours. After many emails and many phone calls, eighteen days later shift4 sent us return labels for 5 of the 10 items needing returned. We then made contact again by email advising we only received labels for 5 items. After 3 more sent emails, no one ever responded to us. Months later, December 18th, we received an email stating we would be billed for the remaining equipment not returned. We then called, again, and advised that we have been trying to get the labels to return the equipment with not assistance. On December 21, we were billed $111.00 for unreturned equipment. We agian called, and were advised that return labels would be sent within 72 hours, no labels sent via email. We called again, and this time we were promised return labels would be personally sent in the mail. Now, January 3rd, we still have not received return labels. At this time, I am requesting a full refund of the $111.00 to my bank account. I am requesting that someone actually send me the return labels so that we can return the 5 items of equipment. I am requesting that someone who says they will send the labels actually sent the labels. Then please delete my account.

  

  Business Response

  Date: 01/16/2024

  Hi ****,
  
  We thank you for the opportunity to address your concern. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach out via [email protected] or ******************.
  
  Thank you,
  ********************;

• Initial Complaint

  Date:12/28/2023

  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.

  Before I signed up for Harbortouch/Shift4, I specifically asked the sales guy if there was a contact or termination fee, and he very specifically responded (in email) that there was not a contract or early termination fee. I reviewed the entire merchant processing agreement, and nowhere does it state a contracted time frame.Now, after experiencing poor service and increasing monthly costs, when I went to cancel my account, they tell me I am under contract and they are going to charge me early termination fees. After discussing with them that nowhere on my signed agreement does it specify a contract term or termination fees, they tell me its listed on their term and conditions on a completely separate form (never provided to me, I certainly never signed it) and that I'm bound to an undisclosed contract without my signature, knowledge or consent.Either the "Regional Manager" that sold me on the services was lying, or the company is using fraudulent bait and switch techniques to try to force me to stay or pay.

  

  Business Response

  Date: 01/16/2024

  Hi ****,
  
  We thank you for the opportunity to address your concern. I have taken the opportunity to review your concern and your account. As per the conversation on 12/29/23, your end of term is 4/22/24 even though you have switched processors already. You also mentioned that you did not execute the agreement yet accepted numerous deposits starting in April 2022 which would need to be returned if determined that the account was fraudulent.
  
  In an effort to assist you and for the safety and security of this account, we require that you contact our team directly via ****************** in order to verify you and see what can be accomplished.
  
  Thank you,
  ***************

• Initial Complaint

  Date:12/08/2023

  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 transferred a business on 12/2019 called ************* ***** **** Corporation, Address: *************************************, Humble, TX *******. Phone: **************. The documentation was made during that time, the business was transferred to ********************************* with all the equipment. I don't know why but my name was still on the account that they were using for payments up to last month, I kept making repeated phone calls saying that I was still receiving emails from Shift4, they finally closed down my account, this should have been done 2 years ago. On 12/8/2023 I am getting an email to my personal email that I need to return some equipment PAX A930, due date 01/07/2024 Value $750, if not, I would be billed for it. This is nonsense, the transferred was made 2 years ago and I have no relation to the business, this is another error on Shift4 part, not only was my account not closed properly and my name taken off the business relationship in a timely manner but now I am being charge for equipment that should have been transferred to the new ownership. I spend 1 hour (Ticket #*******) trying to settle this, but customer service & supervisors were no help, I spoke to ******, he closed the ticket as being resolved, which was NOT. I request that my name be taken off any relationship with the business & that you fix the transfer of the equipment to the new ownership (something that should have been done by you 2 years ago), given that when I requested the transfer of the business & specifically requested equipment be transferred and all the documentation that you gave us at that time was filled correctly. I am attaching copies of emails for the following subjects:- Name taken off finally -Stop receiving emails finally -Equipment billing Charge -Equipment billing trying to resolve (with no solution)

  

  Business Response

  Date: 12/13/2023

  Hi ****,
  

  I am in receipt of your concern. Please allow me an opportunity to research everything and I will reach out to you. In the meantime, please feel free to reach out to our team directly via ****************** or  [email protected]. 
  

  Thank you,
  *******************

• Initial Complaint

  Date:11/21/2023

  Type:Product 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.

  Hello ********, I have contacted our banks VP... He will be providing **** our Bank information... You have our account numbers and routing numbers. **** has gone to great lengths to explain our issues and provide screenshots of our account being drained by your company. Today I had to transfer money to our account so that an employee could cash their check. Really EMBARRASSING!!! I am a single female, small owned business that is being raked over the coals by your company. We've lost $2,000+ in sales due to your equipment failure. Not batching at the end of day when your system has been offline. You have been hacked!!! and it's affecting us negativity!!! Get it together, get it fixed and call me!! ********** ******* ***** ***** ****** ***** *** ******** 

  

  Business Response

  Date: 12/04/2023

  Hi *********,
  
  I am in receipt of your concern. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach us directly regarding this matter via [email protected] or ******************.
  
  Thank you,
  *****************************************

  Customer Answer

  Date: 12/08/2023

  [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 made by the business in reference to complaint ID ********, and find that they are actively seeking a resolution that is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:11/14/2023

  Type:Billing 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.

  I am a small business owner who had a service contract with *********** to process my customer's credit card payments. Approximately 6-8 years ago, I canceled my account with *********** since digital online payments became a better fit for my company's operations. Fast forward to a year (or so) ago, due to the discovery of an unrecognized, monthly recurring charge to my company's bank account, I decided to close my bank account and open a new one with a new account number. Since then, I learned that the recurring charge was from Shift4Payments, which appeared to have bought out *********** and have been receiving collection notices from them. The Shift4 account services phone reps I spoke with over the phone on two occasions disputed that I ever even canceled my old contract, demanded that I prove that I am who I say I am (no joke -- they want me to somehow *over the phone* prove my identity), claimed that I owe them for each month that Shift4 had not been able to automatically deduct their fees from our bank account, and gave me the runaround when I requested formal instructions for closing the account once and for all (they instead kept demanding either my credit card or new bank account info so they could collect what they believe they're owed, as well as continue with the auto-deductions). This company is a slippery snake. Caveat emptor.

  

  Business Response

  Date: 11/21/2023

  Hi *******,

  I am in receipt of your concern. Please allow me an opportunity to research everything and I will reach out to you. In the meantime, please feel free to reach out to our team directly via ****************** or [email protected]. 
  

  Thank you,

  *******************

  Customer Answer

  Date: 11/28/2023

  Hello, I was contacted by a rep from Shift4Payments regarding my complaint and was offered a satisfactory resolution.  I would like to remove my complaint against the company as the matter is now resolved.  Please advise.  And thank you BBB for your assistance!

• Initial Complaint

  Date:11/05/2023

  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 have had Shift4 for 2 months now. System constantly goes down and the company claims its due to update. The state the thing is.. fro example I made over 4k one night and they said my deposit was only 54 dollars. I have to fight for my money to be straighten out all the time. Customers, have been calling in and composing that their card was charge on Nov 2023, but they have not been there since Sept 2023. Customers are calling credit card fraud. I have had to refund a customer, and the other customer was refunded by the bank. This is bad especially for a family owned small business. One customer service representative stated maybe they sold us the wrong machine.

  

  Business Response

  Date: 11/14/2023

  Hi ******,
  
  Your concern has been brought to my attention. I will try to reach you since I am unable to locate an account for based upon the information provided. In the meantime, you can call our team at ****************** or send an email to [email protected] for expedient service.
  
  Thank you,
  *******************

  Customer Answer

  Date: 11/14/2023

  Shift4, has charged my customers multiple times. Then my customers have the bank reimburse them.. which charges my business bank account for 25.00 per reversal. Shift4 should pay me back for that. Also, a tip was accidentally put in for 3003.00 instead of 3.00. We had Shift4 reverse that transaction before the money ever hit my account. Shift4 then withdrew almost 1400.00 out of my acct claiming to be for the reverse 3003.00 transaction. That doesn’t make sense to me and they owe me this money that they took out. 

  Customer Answer

  Date: 11/14/2023

  Shift4, has charged my customers multiple times. Then my customers have the bank reimburse them.. which charges my business bank account for 25.00 per reversal. Shift4 should pay me back for that. Also, a tip was accidentally put in for 3003.00 instead of 3.00. We had Shift4 reverse that transaction before the money ever hit my account. Shift4 then withdrew almost 1400.00 out of my acct claiming to be for the reverse 3003.00 transaction. That doesn’t make sense to me and they owe me this money that they took out. 

  Customer Answer

  Date: 12/12/2023

  Shift4 sleeps taking money out of my account. They have withdrew around 300.00 out of my account in the past week. Also, I’m the owner and they keep saying him not on the account, even though they said I usually deal with Amber Soto who is a worker at Shift4.
  
  Desired Resolution:
  Explanation of Charges

  Shift4, has charged my customers multiple times. Then my customers have the bank reimburse them.. which charges my business bank account for 25.00 per reversal. Shift4 should pay me back for that. Also, a tip was accidentally put in for 3003.00 instead of 3.00. We had Shift4 reverse that transaction before the money ever hit my account. Shift4 then withdrew almost 1400.00 out of my acct claiming to be for the reverse 3003.00 transaction. That doesn’t make sense to me and they owe me this money that they took out. 

  

  Business Response

  Date: 12/12/2023

  Hi ******,
  
  Your concern has been brought to my attention. I will try to reach you since I am unable to locate an account for based
  upon the information provided. In the meantime, you can call our team at ************ x**** or send an email to [email protected] for expedient service.
  
  Thank you,
  ***** ****

• Initial Complaint

  Date:11/04/2023

  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 closed my business on 8/15/2023. After 3 calls to Shift4 (over the lasts 45 days) to close my account they will not complete the closure. Every time I call they say termination paperwork will be emailed to me. They keep charging my bank account on a monthly basis via ETF. My most recent call was on 11/1. They offered to credit my account for the last 2 months of direct charges to my bank account and said they'd have termination paperwork over to me within the hour. Neither promised actions took place. I have no way to stop the direct ETF removals from my account until they close my account and stop the direct ETF removals. Ticket #with Shift 4 #*******

  

  Business Response

  Date: 11/14/2023

  Hi ********,
  
  Your concern has been brought to my attention. Please allow me a chance to review everything and I will reach out to you. In the meantime, you can reach our team at ****************** or [email protected] for expedient service.
  Thank you,
  *******************

• Initial Complaint

  Date:10/27/2023

  Type:Billing 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.

  I have been since sept 15 trying to get shops closed. I submitted a ticket and thought they were closed. I was then suddenly charged 29 for the credit card process and my shops should have been closed. I have had multiple chats, calls, and all. I have yet to get my money back and they are still trying to charge my card again after they just got 29 dollars and I just had a conversation with them to close it again. . I am notifying my bank as well. I want all shops closed on the name of *************************** and I want my credit card information removed from their system i can't even keep money in that account now because I have no idea how many times they are going to charge me and I can't get them to quit

  

  Business Response

  Date: 11/08/2023

  Hi ********,
  
  I thank you for the opportunity to assist you. Please allow me a chance to look into everything and I will reach out to you. In the meantime, please feel free to contact our team directly for expedient service via ****************** or [email protected]. 
  
  Thank you,
  *************************************;

  Customer Answer

  Date: 11/17/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************