Complaints
This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 129 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/09/2023
Type: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 got a contract with this business to has our POS system for our food truck. We were not told that its not for mobile food trucks, but we were able to use a special device to connect to hard wired internet. The specialist came and tried to set up the connection but had a family matter that he wanted to get home to so after a few hours of trying to set it up he left without it working. We called many times to try and get help to get it up and running, but it would work for a few minutes then stop. We were unable to EVER use it. We continued to pay our fee for the next 2 years because we signed the contract. We ended up using square pos system that worked great. This company continued to charge us every month of the contract and now we are selling our business. I started in November trying to cancel it since we had paid our 2 year contract, but they will not let us cancel our subscription. They keep charging us. I was told they were going to pull my credit at the beginning and they did. I was ok with this, but I didnt realize I wouldnt be able to make changes to the account that they pulled MY credit for. My husband was listed as the owner of our company and so shift4 refuses to let me cancel the subscription. I have called and had him (my husband) talk to the customer service people to cancel and they will not cancel it. They said they would send and email to finalize the cancellation but the email was never sent and they will not let cancel it without him calling in again. They keep charging us each month. We have been in this process of trying to cancel for 2 months now without ANY services EVER used. I think this company is just a scam that gets your information and then charges you for nothing, and then wont let you cancel.
Business Response
Date: 01/12/2023
Hi ********,
I thank you for this information and the opportunity to assist. Unfortunately, I am unable to locate your account with the information that you have provided. Please feel free to contact us directly for expedient service, or have the owner of account contact us directly, via ******************.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:01/05/2023
Type: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 multiple issues with this company. I filed a previous complaint with the BBB last year regarding an issue with my ******* integration that took pretty much half the year and did not lead to ANY resolution. Currently, I am dealing with an issue that is causing a lot of issues with my company. I use ****** to allow financing to my customers for their purchases. I have ****** integrated on my Shift4Shop store; however, it does not let me enable this feature. I reached out to customer customer and they said I can only use Shift4Payments and ****** as my payment methods. This is extremely misleading for several reasons. For one, this app is promoted on the Shift4Shop app store and allows you to install ****** on your store. It makes no mention that I cannot integrate ****** on my store. I also previously had this option enabled and now I cannot re-enable it. Finally, they say you could only have Shift4Payments and ****** enabled on your store but they allow you to install and use *********. This is the worst way to run a B2B company! My team will now have to come up with a completely different plan for our marketing and this is absolutely unacceptable. I am genuinely considering doing business with another Merchant because the headaches and trouble I have gone through with Shift4Shop is not worth it. Additionally, they lack decent customer service skills and fail at providing effective service and options. When you escalate something it takes ages to resolve or you just don't get a resolution at all.Business Response
Date: 01/20/2023
Hi *****,
I thank you for the opportunity to address this concern with you. Since your account is on the Free program, which accepts Shift4 and ******, you would need to contact us directly to update your account in order to add ******. If interested, then please call **************** to update your account.
It is our understanding that any ******** concern has been resolved.
I remain available to you should you have any additional questions.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
******************************************************************************
**********************************************Customer Answer
Date: 01/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: I will call the number to have my account updated. Will this add a monthly charge to my account? I was advised when I spoke to Customer Service that nothing could be done.Regarding the ******** issue, I was told everything was resolved; however, I escalated this concern since the issue is clearly not resolved (please see screenshots) I have never received any response and it doesn't make any sense how it could be resolved on your end if my customers are still only seeing 16 out of 24 available/uploaded products.
Regards,
***************************Business Response
Date: 03/15/2023
Good morning,
As a reminder, since you are on the free program, it only accepts Shift4 and PayPal. If you would like to add ******, then it'll be $29 a month. As for the ******** concern, this has already been resolved.
Please feel free to call **************** to update your account if you would like to add additional services.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
*******************************************************************************
**********************************************Initial Complaint
Date:01/05/2023
Type: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 not used this service in over two years. After several attempts to cancel over several months finally, in December of 2022, the request went through. However, in January there were still all the usual fees withdrawn on our account & when I phoned to find out why was told I am locked into a "contract" that cannot be broken, so I'm on the hook for these fees six more months. Fairly certain this is not legal & am looking over the service agreement now, but forewarned: stay away from Shift4Pay!Business Response
Date: 01/20/2023
Good morning,
I thank you for the opportunity to assist you. After reviewing the account it is required that I speak with you. I will be reaching out to you. In the meantime, I can be reached via ******************.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:01/04/2023
Type: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 went out of business due to COVID and the high prices of food. I canceled my agreement with the credit card company Shift4 and I was told I had to continue to pay fees because of a renewal contract that I was not told about. My initial agreement was for 3 years but I was not told it will renew without my consent automatically and they require me to pay all these fees still without having a business anymore.Business Response
Date: 01/12/2023
Hi *****,
I thank you for this information. Unfortunately, I am unable to locate an account with the information that has been provided. Please feel free to contact me directly for expedient service at ******************.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:01/03/2023
Type: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 tried repeatedly to get them to cancel our services with them, to no avail. We have a couple of stores, I got them to cancel one of them but they keep charging a monthly fee and just now I see where I have another charge for $240.00. I will never recommend this company to anyone! I guess my only recourse now is to cancel my checking account and change all that info with my other vendors......Business Response
Date: 01/03/2023
Hi *****,
I thank you for this information and the opportunity to assist you. Unfortunately, the owner of this account has not authorized you to be able to address this account. That being said, I certainly want to make sure we offer this account the best service.I will reach out to the owner and see what can be accomplished.
If necessary, I will remain available to assist with this concern. My hours are Monday-Friday 9am until 6pm Eastern via ****************** orThank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:12/30/2022
Type: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 used Harbor Touch/ shift4 as my Point of Sales for my restaurant for 5 years. I paid off all of the equipment during the 5 years. When I closed my business I was asked by HT/Shift4 to return the equipment. They sent me the mailing labels and I mailed the 2 boxes of equipment to their office. I soon received a bill for $1425. I contacted HT/shift4 and the collection agents stated that I was being charged for the equipment. They said that the equipment was never delivered. I checked with *** and although they stated they received the package they said that it was not delivered. I asked for the reason but the agent was not sure why it was not delivered. I tried to initiate a tracking of the package but it was declined by ***. I contacted HT/shift4 and was passed from person to person for 6 hour, before someone finally said that they would contact me within48 hours. I never heard from harbortouch/shift4. I contacted them again and again with no results. 12/30 I contacted collections and sat on the phone for 2 hour before I was told that they would call me back. I called back and I was told that the account has a zero balance. The agent stated that I do not owe anything, but when I asked for it in writing she started to back track and said that she can not provide details of my zero balance. She said that the collections office was closed. I told her that I just spoke with the collections office and suddenly the phone went dead. When the agent called back there was a different story about the balance. Now she said it will be written off. I asked her to clarify written off. I asked her specifically if this account was being turned over to a 3rd party collection agency and she said "no, you have a zero balance. She said the escalation department would need to send me the details of the account zero balance. I want in writing that I do not owe harbortouch / shift 4 anything and that my balance is $0 and I'm not sent to a 3rd par party collection agency ticket *******Business Response
Date: 01/10/2023
I thank you for this informiiton and the opportunity to assist you. I have reviewed your account and see that the *** charge was written off of your account in December. You do not have any balance due on this account so you can disregard any previous notice.
Please do not hesitate to contatc me directly via ****************** or [email protected] you have any additional questions regarding this matter.
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:12/27/2022
Type: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 has confirmation of our account being cancelled with Shift4 on 10/11/2022. The reason being the company is out of business. I then received notification that we were charged for November and December. I have spoken to four separate representatives who refuse to issue us a refund unless the owner of the business calls to request it. The reason for the account being closed was due to the company going out of business so the owner is no longer here. They told us we would need to reach out to them to have them request the refund even though they no longer work with us. In California, if someone is ask to do something work related, we are obligated to pay them wages for the time spent working. I am the accounting manager and should be able to request the refund on their behalf. I have spent over two hours on 12/27 trying to get this resolved since I was on hold with so many different representatives so asking a no longer employed person to do this is not something I am willing to do. Not to mention, we cancelled this account in october so why does this business still have our personal banking information still and why are they able to take money without our businesses consent to do so? I cant imagine what other companies are having money stolen from them and this needs to be resolved asap.Business Response
Date: 12/28/2022
Hi *****,
We thank you for the opportunity to look into this for you. Unfortunately, I am unable to locate an account and you mentioned that you are not the owner of the account which may be required but I'd like a chance to look into the account. I will reach out to you to see if we can locate an account so we can research this further. In the meantime, please feel free to contact me directly Monday through Friday 9am - 6pm EST via ******************.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Customer Answer
Date: 01/03/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: It is not helpful and I did provide account information and they were able to locate the account. The business did said they would ask about the policy of being an account manager and never got back to me. They also did not answer my complaint as to why they still have our banking information even though our account was closed.
Regards,
*******************Business Response
Date: 02/03/2023
Hi *****,
Unfortunately, as previously indicated the owner of the account has not authorized you to be able to address. We have reached out to the account owner and will continue to be available to them should the owner have any questions. I can be contacted directly Monday through Friday 9am - 6pm EST via ******************.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
**********************************************Initial Complaint
Date:12/10/2022
Type: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.
Credit card processor continued to charge for services that were no longer being provided.Business Response
Date: 12/13/2022
Hi ***,
I thank you for the opportunity to assist you. I have reviewed you account and see that it was already closed prematurely as a courtesy. Please feel free to reach out to me directly should you have any questions Monday-Friday 9am-6pm EST.
Thank you,
Amber S*********
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:12/08/2022
Type: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.
Sold Shift4 POS by sales Bryson. Said “The cool thing about our company is it’s a month-to-month contract.. it’s what we’re known for.” Let him know still working on getting permits & didn't need pos just yet. He said “Just keep the system & when phones are set up I will get you online.” Immediately getting charged/boxes sitting unopened. Texted Bryson said 'NO WORRIES this is a weird process but keep the machines & WE WILL REFUND YOU EACH TIME YOU ARE CHARGED.' Opening pushed back due to permit delays. Told Bryson pick up the POS in the meantime, he said "KEEP IT& we'll continue to refund you." Spoke to 15+Shift4 staff about refund. Taylor, Zeke Tanika Kenny John Iesha Roz Maggie risk department, collections, merchant relations. All say differently (Don’t cancel or you’ll never get a refund, email this person, call back at this time, make an online help ticket, we will get this money back it will just take some time) Charged $300 monthly since 7/21 POS that has never once processed a payment. So frustrated w/ “service” & lack of solutions decided to cancel. Was emailed efile cancel paperwork 9/12/22 &submitted docs. Charged following month!! Called & told I have a balance of $2300 but they weren't sure why since my account was charged successfully monthly. Staff Rosland apologized “You shouldn't have been charged w/ no processing, we usually close account after 4 months inactivity. I will help you clear this $2300 & cancel service” She was able to clear balance w/ collections & said that my old efile paperwork is voided & will send new cancel paperwork to sign. Never emailed paperwork & was charged again Nov 3rd. Called & was told for the first time ever "You are in a contract until 7/23 & will not close account!" Asked for proof I signed a contract KNOWING Bryson told me month-month. Put on hold for 40 min then hung up on. Need refund. Also need to stop on going charges (never agreed to a 2 year no cancellation contract) Thank you so much for your time.Business Response
Date: 12/08/2022
Hi ****************,
I thank you for the opportunity to assist you. I have reviewed your concern and your account and would like to speak with you. I left a voicemail and will try again. In the meantime, please feel free to reach out to me directly ay ****************** Monday through Friday 9am-6pm EST.
I am looking forward to speaking with you soon.Thank you,
Amber S*********
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:12/02/2022
Type: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.
So it started right before covid when I was trying to set up the new business I contacted shift 4 for their services. While my account was in the process of getting set up covid started and it never got implemented I contacted shift 4 to cancel my account but no response. During the covid, I tried to cancel the account but I would get no response. I would spend over two hours on the phone to get someone. After a while and multiple emails and tickets, I gave up and called my bank to stop payment but their charges still go through these days sometimes. This has been a nightmare journey to the point that I'm ready to change my bank account from the local bank just so these people don't charge me while I'm writing I'm already on the phone for over 25 minutes just on hold they can't seem to figure out what's going on but they charge my account I just need them to stop charging me. My account was getting set up under *********** ************** I don't have a merchant id because I was never issued one I don't have any other information three ticket numbers that they gave me when they try to resolve the issue. Ticket #***** #******* #*******Business Response
Date: 12/07/2022
Hi *****,
I thank you for the opportunity to assist you. I have reviewed your concern and account and see that it is no longer active. I am not sure when this concern was posted but it does appear that this was already resolved.
Please do not hesitate to contatc me directly shoul dyou have any remaining questions or if I can be of further service.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 12/14/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
That's what everyone says but you still went on and try to charge my account on 12/2.Which is unacceptable.
Regards,
*****************************Business Response
Date: 01/05/2023
Hi *****,
I thank you for this information, You will notice that our previous response was on 12/7. Please feel free to reach out to me directly should you have any additional questions regarding this matter via [email protected] or ****************** Monday-Friday 9am-6pm Eastern or let me know a day/time that works for you and a number you would like me to use to call you.
Thank you,
*******************
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 01/26/2023
[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,
*****************************
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