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

• 

  Shift 4

  1737 N Main Street Ext Butler, PA 16001-1327

• 

  Shift4 Payments

  1551 Hillshire Dr Las Vegas, NV 89134-6321

  

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:11/29/2022

  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.

  We contracted and agreed to hire *** (*** ******** **********) back in 2014 to provide gift card services for our brewery. Fast forward to 2021, and *** is acquired by a company called Shift 4. On 11/23/2022 we reached out to *** (now Shift 4) to acquire an unmasked liability report for our outstanding gift cards as we had decided to switch providers. At that time we received an email back from a ***********************, Supervisor in Gift Card Support @ Shift 4 informing us that there was a $500 fee to give us a report of our customers gift card balances. Felt a bit like extortion. We were shocked, as we were never informed of this fee and certainly didn't agree to it when we signed up with *** back in 2014. We pushed back and asked for a copy of an agreement we had signed agreeing to this new, quite substantial fee. We were then provided with a copy of a letter. This letter was supposedly sent out in September of 2021 by the  "Accounting" department to "Our Valued Merchants". You will note very clearly that the letter states "You agree to the above statements by continuing to use our services after 30 days." Here's the issue - the letter is NOT specifically dated. It simply states "DATE: September 2021". Was it 30 days from September 1st or was it September 30th? Or was it 30 days from the date we supposedly received the letter? When did we get it? When was it mailed? Hard to say - the supposed letter that was sent out simply implies we are agreeing to continued use of their services after 30 days with absolutely zero specificity as to what the deadline date actually was. We have asked them for proof of the letter being delivered to us and have yet to receive a response. Our request is to simply have the $500 fee for the unmasked liability report waived entirely as it was never agreed to.

  

  Business Response

  Date: 12/06/2022

  Hi ***,

  I thank you for the opportunity to assist you. I have reviewed your account and concern and see that you were given an option for the report and agreed to the $500 charge. You received advanced notice of this charge effective November 1, 2021 and requested the specific report. This notice, along with any other notice, are sent with your invoices. It is my understanding that in an effort to assist you, our Gift Card Department reduced the amount to $300 and you agreed to this amount. 
  
  Please do not hesitate to inquire directly via [email protected] should you have any additional questions or if I can be of further service. 
  

  Thank you, 

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

  Customer Answer

  Date: 12/15/2022

  [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: This is a very clear cut error on the part of the business.  When the "*** ******** ********** (***)" was acquired by Shift4 in the Fall of 2021 they transposed our mailing address and proceeded forward with the wrong address in their system.  In fact, the copy of the notification that they are referencing in their response (and the same one I attached in my original complaint) literally has the wrong city listed.  It is there in black and white for all to see.  There is no city in the State of Indiana that is called "Westfielder".  As a result, we received ZERO notification from them about this new fee NOR were we afforded the legal opportunity to discontinue service with them, ie opt out.  Had we been made aware of the change in terms we would have elected to discontinue service at that time.  In addition, we were given absolutely ZERO OPTION whatsoever to either agree or disagree to the charge when we were recently informed of it.  We were told that the only way for us to acquire the gift card liability report was to pay them the fees they were demanding from us - essentially holding the information hostage,  To suggest that lowering the fee to $300 was some sort of concession on their part is highly disengenious at best.  The only resolution we will accept at this point is a full refund of the $300 that was paid.  
  
  Regards,
  *******************
  

  

  Business Response

  Date: 12/16/2022

  Hi ***,

  I am sorry to hear of your concern. As you are already aware, You were offered a reduce rate as a courtesy and would need to address your past due balance. You have received the report since you agreed to this arrangement. 

  Please do not hesitate to contact me directly should you have any additional questions.
  

  Thank you,

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

  Customer Answer

  Date: 12/20/2022

  [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: 

  ***** - 

  With all due respect, you are completely ignoring the fact that when *** was bought out by Shift4 you transposed our company name and address when transferring records. I have attached the ACTUAL letter that your firm attempted to mail to us to notify us of the change in terms to our agreement.  This was provided to us by your agent.  The company name is wrong/mis-spelled and the city is wrong/mis-spelled.  As a result, we were not notified nor were we afforded our legal opportunity to opt-out.  This is VERY clear-cut.  This also explains why we received no monthly statements or billings from you from October of 2021 to present.  To suggest that we were provided with some sort of "courtesy" is highly-disrespectful.  The ONLY reason we paid the $300 fee was to receive the report as it was literally being held hostage from us without payment.  This was CLEARLY communicared to your representative when payment was made.  At this point, you have a choice as a business to do the right thing or the wrong thing.  You have zero legal standing here.  I will settle this complaint with a simple refund of the $300 we should have never been charged to begin with.  Based on your 1-star rating with the BBB and the responses I have seen you provide to other complaints I am fairly confident of the path you will choose.  I hope you surprise me.  

  All the best. 

  Regards,
  
  *******************

  

  Business Response

  Date: 12/21/2022

  Hi ***,

  As you are aware, the reduced fee was provided to you as a courtesy. You also had an option for a free report but chose to have the more extensive report. Since you have received the report without issue there is no further action at this time.

  If you have any additional questions regarding this matter, then please contact me directly via ******************.

  We wish you the best with your future endeavors.

  Thank you,

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

  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 it is factually incorrect & highly unethical.  To suggest that we were somehow provided a "courtesy" by ONLY being charged $300 vs $500 is disingenuous.  We NEVER received the letter from Shift4 changing the terms of our agreement.  This is basic contract law.  They have the responsibility of informing us of ANY changes in terms.  It is without debate at this point and confirmed in writing that they sent the notice of a change in the terms & conditions to the wrong address and wrong company name.  They have literally provided us with proof that they sent it to the wrong address by giving us a copy of the letter mailed out.  This is beyond argument but they refuse to acknowledge this simple fact.  You CANNOT claim that someone has been notified of a change in terms when you yourself provide proof that notice was sent to the wrong address, wrong company, etc...To suggest otherwise is laughable.  

  Furthermore, to suggest that a FREE report was made available to us is a slap in the face.  First off, there was no FREE report offered.  Secondly, I just spoke with ***** just now and was informed that the FREE report comes highly redacted, ie a FREE report that is worthless to the end user as there is no useable information in the report. 

  It does not appear that we are going to get anywhere with this BBB complaint.  We will be filing legal action against Shift4 moving forward and we will be pursuing the increase in monthly fees we were never informed of us well.  

  Sincerely,

  Regards,
  
  *******************

  

  Business Response

  Date: 03/17/2023

  Hi ***,

  The free report is available to anyone who requires basic information. Since you requested a detail report and was provided the information for the fee, which was greatly reduced for you, you agreed and received it. The choice was yours and you chose according to your needs. Now that you received what you request, we consider this matter resolved. Feel free to reach out to us directly if you would like to discuss again. 

  Thank you, 

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:11/28/2022

  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.

  We attempted to close our accounts with Shift4 on August 28th,2022, confirmation email was received on September 2nd, 2022, that the account was closed. We keep getting billed for ridiculous monthly charges of $447.00 despite no activity. There have been numerous phone calls, emails, and support tickets created (see below). The latest support ticket said Shift4 said that apparently only closed 1 of our sub-accounts not all of them, they have no idea why. We have not used them in any way since August. It has been almost 90 days with no resolution with this awful company. They were only our gateway provider and not a good one at that, not our merchant processor. Ticket #*******: "***********************" Ticket #*******: "Canceled acct still getting billed." Ticket #*******: "Invoice *******" Ticket #*******: "Invoice 000*******"

  

  Business Response

  Date: 12/02/2022

  Hi *******,

  Our records indicate that the owner of this account has not authorized you to address their account. That being said, we will reach out to the owner and see what accomplished.
  

  Amber S******

  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]
  

• Initial Complaint

  Date:11/08/2022

  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.

  Hii, I have been trying to get a refund for wrongful charges that were deducted from my bank account on October 25, 2022 in the amount of $1,000. I returned my equipment and have confirmation from Shift4 Payments that they received all of the equipment. Therefore, I should not have been charged the $1,000. I have not been refunded the money and no indication that I ever will. ALSO, I terminated my contract with Shift4 with the appropriate paperwork and ending date of September 25, 2022. But I continue to get charges deducted from my bank account. I am also looking to get reimbursed for $124.99 (November 2, 2022) and $27.50 (November 2, 2022). I have several trouble tickets and chat messages and emails that have been sent to get this remedied, but nothing has happened on the Shift4Payments side of things. This is very troubling that I keep calling and nothing has happened, therefore, I am asking for your assistance in this matter.

  

  Business Response

  Date: 11/14/2022

  Hi ******,

  We thank you for this information and the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you.

  Thank you,

  Amber S******
  Legal Support 
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]
  

  

  Business Response

  Date: 11/16/2022

  Hi ******,

  I thank you for the opportunity to assist you. Refunds have been applied to your account. Please feel free to contact me directly should you have an questions regarding this matter.

  Thank you,

  Amber S*******
  Legal Support
  Shift4
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected] 

• Initial Complaint

  Date:11/04/2022

  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 switch pos system from toast to priority 1POS powered by shift 4 about 30 days last summer. It was a complete nightmare these people are very unethical. They over promise and underdeveloped. The Pos is primative and difficult to use. The reports are useless and the processor steals your money. I canceled after 30 days of **** Now the refuse to get the equipment abd want to continue to bill me and shift4 refuses to cancel the processing so they can continue to bill a $25 statement fee plus random withdrawals out my bank account. I will call bank and see about blocking them. I will nor be surprised if these guys end up on a future episode of America greed

  

  Business Response

  Date: 11/11/2022

  Hi ****,

  We thank you for this information. Please allow me an opportunity to review everything and I will reach out to you. 

  Thank you,

  Callie L*********
  Legal Support
  Shift4
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]

  

  Business Response

  Date: 11/16/2022

  Hi ****,

  I thank you for speaking with me to discuss your account. Please feel free to reach out to me directly if you have any questions regarding the settlement offer that we discussed. 

  Thank you,

  Callie L*********
  Legal Support
  Shift4
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected] 

• Initial Complaint

  Date:11/02/2022

  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.

  I clicked on a link and was called by shift 4 i spoke to a rep was assured if the equipment didnt work i could return i got the equipment i own a food truck withno internet i was at an event and ofcourse i couldnt use the system so i called shift 4 was told it was canceled and a return label would be sent ok a week past no label i email email call and call so no one returned my calls i chat so the rep i spoke to told me that i couldnt return the system and i was gonna be charged up until next year even though i was told i could cancel

  

  Business Response

  Date: 11/10/2022

  Hi ********,

  We thank you for this information. Please allow me an opportunity to review everything and I will reach out to you. In the meantim, please feel free to contatc us directly at ******************.

  Thank you,

  Amber S*******
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]
  

  

  Business Response

  Date: 11/16/2022

  Hi ********,

  Thank you for speaking with me and I am watching for the return of equipment. In the meantime, please feel free to reach out to me if any questions.

  Thank you,

  Amber S********
  Legal Support
  Shift4
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]