Business Profile

Credit Card Processing Services

Shift4

Complaints

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

Customer Complaints Summary

132 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/16/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 24, 2024, I contacted Shift 4 *********** to have a change of ownership completed as I am the new bar manager/owner of the social club. I have supplied all forms and required documents at least 5 times. Underwriting is now refusing to acknowledge the emails or receipt of the documents. We are a **** volunteer fire company organization whose profits fund the fire company. We currently are shut down and cannot reopen until we can access our account and cancel our service. Which they wont let me do until the change of ownership is done. We will have to get an attorney involved as we are now u losing money.They continue to take payment from our accounts despite us no longer using the system nor wanting this service. They are refusing to let us cancel even though our contract has long been up.
Business Response
Date: 10/21/2024
Hi ********,

I am sorry to hear that you may be having some difficulty. I have taken the opportunity to review the account and see that the Authorized Signer form was approved and changes updated on 10/17/24.Requested manual override and update of your email address was completed on 10/18/24. Any billing is in accordance with the executed agreements. In an effort to help you, I would like the opportunity to discuss your account and see what can be accomplished. We will reach out to you. In the meantime, please feel free to contact our team directly via ********************************************** or ****************** Monday-Friday 9am-6pm Eastern.

Thank you,
***** ****
Initial Complaint
Date:10/13/2024
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 issue happened before, twice over three years. A customer, Customer A, comes to our restaurant and pays with a Amex card. Later in the same evening, another customer, Customer B, pays with a credit card; we swipe the card (using chip), ticket comes out as usual, we take the card and ticket back to the customer to sign, BUT the ticket that came out has Customer A's name and last four numbers on it--customer A is being charged in place of customer B. If this happens when we are very busy, no one notices--not our staff, nor Customer B. The day after Customer A notices the extra charge and calls us to complaint, understandably so. We call Shift 4 to get a refund for the customer and complain that the mistake seems to be within their system. Our *********** ****** has checked everything on their end, and see no sign of fraudulent transactions on our part. This actually happens once when I was the one swiping the card, and I happened to know the customer who noticed the error on the printed ticket.Shift 4 refuses to take any responsibility, even though when this happens, they "resolve" the case by updating their software on our credit card processing machines. They refuse to reimburse the money we have to refund our customers because of errors or bugs in their system,This happens usually in cluster-we will get two or three calls from customers. We call **********************, they update the system. All good for a year or so. But we are the one paying for the refunds. So far, this has cost us about 1000 dollars. Image shows most recent issue. Only the ticket on the right is legit. The two others were transactions that took place later in the same evening.
Business Response
Date: 10/21/2024
Hi ******,

I am so very sorry to hear about the difficulty you may have experienced. Please allow me an opportunity to research everything and I will reach out to you. In the meantime, our team can be reached via ********************************************** or ****************** Monday-Friday 9am-6Pm Eastern.

Thank you,
***** ****
Customer Answer
Date: 10/22/2024
[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: 22418168

I am rejecting this response because: Shift4 has offered "to research" the issue before, we have several emails to prove that there were back and forth with team members. Not once was the conclusion to these researches other than "there is nothing we can do except upgrade your system" which has already been done and doesn't change the fact that we are the one who pay for the refunds to the customers, not **********************. I will refuse any response from Shift4 that doesn't involve taking at least the basic financial responsibility of paying us back for the refunds we had to do to our customers.

Regards,

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

Business Response
Date: 10/24/2024
Hi ******,

I am sorry to hear of your disappointment. I would like the opportunity to see what can be accomplished. I will be reaching out to you today since our team has not had an opportunity to speak with you directly. I look forward to speaking with you shortly.

Thank you,
***** ****
Customer Answer
Date: 10/25/2024
[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: 22418168

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 11/11/2024
We were told by a Shift4 representative that they are investigating the issue, and that someone would reach out to us. So far, we haven't heard anything from them. We would like to keep the complaint opened until the matter is resolved. Thank you.
Business Response
Date: 11/22/2024
Hi ******,

I am sorry to hear that you have not been contacted. I will reach out to the team and follow up with you. In the meantime, our team can be reached via ********************************************** or ******************.

I am looking forward to speaking with you soon.

Thank you,
***** ****
Initial Complaint
Date:09/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/19/2024 our Skytab POS system had a major technical issue that resulted in almost $1,000 worth of tickets completely disappear. The correct amount of money was deposited, but the reports are incorrect and do not include the tickets that disappeared. They do not show up in any transaction reports or in Lighthouse AT ALL. I only have the physical merchant copies of the credit card receipts which only show the gross total + tip amounts. Therefore I cannot figure sales tax, gratuity, discount, ect amounts!! Ive called Support about this twice and they have been no help whatsoever. I was told they couldnt be found and blame our internet for the problem. I would really appreciate if someone that can actually help me resolve this please reach out to me as soon as possible.
Business Response
Date: 09/27/2024
Hi ******,

I am sorry to hear about the difficulty that you may have experienced and appreciate the opportunity to assist. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, our team can be reached via ****************** Monday-Friday 9am-6pm ET.

Thank you,
***** ****
Initial Complaint
Date:09/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had Shift4 services for years but we moved *********** so we cancelled our subscription to Shift4. They confirmed confirmation of our cancellation etc but still in January of 2024 they illegally pulled funds from our account totaling $6k despite the cancellation. It look us 4 months (May 2024) to get ahold of someone at shift4 who would provide us a status for refund. We were told they could refund us immediately if we still let them have access to our bank account. We told them given the illegal pulling of funds from our account originally that wasn't going to happen and to send a check. They said it would take ***** weeks. As soon as we hit 12 weeks and we demanded immediate repayment they stopped responding. They have already acknowledged they pulled the funds inappropriately and acknowledged (all via emails) that we are due a refund and now have refused to respond to us on status of repayment.
Business Response
Date: 09/11/2024
Hi *******,

I thank you for the opportunity to assist you. I am unable to locate an account based on the information provided. Please contact our team directly via ****************** for expedient service.

Thank you,
****************************;
Customer Answer
Date: 09/11/2024
[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: 22265543

I am rejecting this response because the attached pdf email provides multiple employees at Shift4 who are well aware of our account and our compliant. They should reach out to their own employees to get this matter resolved. Shift4 response continues to demonstrate a desire to delay providing us the funds they illegally pulled from our account. We should not spend any more time contacting a 4th person within the same company regarding funds they illegally took from us 9 months ago and promised over 12 weeks ago they would refund us for.

Regards,

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

Business Response
Date: 09/11/2024
Hi *******,

Thank you for providing the attached file. I was able to locate the account and was able to determine that the owner has not approved you to address the account. That said, I certainly want to make sure that any concern has been resolved. I am reviewing the attachment that you provided and I will reach out to you and the owner of this account. In the meantime, feel free to contact our team directly via ****************** Monday-Friday 9am-6pm EDT.

Thank you,
****************************;
Customer Answer
Date: 09/12/2024
[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: 22265543

I am rejecting this response because the Company continues to demonstrate inappropriate business practices. I spoke to ******* yesterday who indicated it was their bad that we haven't received our payment yet and they would send an ACH in 24 to 48 hours. I indicated I needed to give them new banking since their ACH ID was blocked from our bank given their illegal pulling of funds back in January 2024. So she stated for me to send her our new banking. So I did that and asked her to acknowledge the email and that we would receive the payment in 24 to 48 hours. She never acknowledged receipt of the email. I sent her another email this morning asking her to acknowledge and her story completely changed.
She is now saying that they will refund via the old banking information (which we already discussed they have no access to) and if that doesn't work that will send a check that takes ***** weeks. So they are just regurgitating the same information they gave us back in March and don't appear to want to remit the funds to us immediately.

Regards,

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

Business Response
Date: 09/18/2024
Hi *******,
Yes, I submitted a request for ACH payment; however, we were notified this morning that a check was mailed on 9/13/24 from a request from an agent that was assisting you previously. Since a check has been mailed we are on hold to hear from you since **** needs a little time to delver it to you.
As a reminder, the authorized signer for this account did not approve you to address their account and I have been assisting you. We will reach out to the account owner and verify that they have received the payment. You will need to direct any remaining concerns that you may have with the account owner directly.

Thank you,
*******************************
Initial Complaint
Date:08/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My business stopped using their services in March 2023 and they continued to charge me every month $60. I finally got around to calling them and after 30 minutes on hold they told me I couldn't cancel without paying a $456 cancellation fee. This is wrong and their business practices ****. Not ok to charge people when no services are being provided.
Business Response
Date: 09/20/2024
Hi ****,
Thank you for the opportunity to assist you. The charge that you mentioned was to complete the term of your agreement. We have refunded that amount to you as a courtesy on 9/7/24. Please let me know if we can be of further assistance via ********************************************** or ******************.

Thank you,
******* ********
Initial Complaint
Date:08/05/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been a loyal customer for 3.5 years but had to cancel because we sold our business. We spoke to the cancellation department on August 5th 2024. Shift4 charged us $105 dollars to cancel because our so called renewal date is April 2025. How can that be if we have been a customer for 3.5 years. They also charged us 2 Annual program fees in in July and refuse to refund us a prorated amount. We never signed anything with them regarding these fees and believe they are completely unfair.
Business Response
Date: 08/12/2024
Hi *****,

I thank you for the opportunity to assist you. Please allow me an opportunity to review your accounts and Ill reach out to you. In the meantime, our team can be reached Monday-Friday 9am-6pm EDT via ****************** or ***********************************************

Thank you,
******* S*******
Business Response
Date: 08/13/2024
Good morning,

I thank you for the opportunity to assist you. I have reviewed your account and determined that as a courtesy we will refund the Annual Program Fee once equipment has been returned. This offer is valid for 30-days as of 8/14/24.

I will try to reach you today; however, our team can be reached Monday-Friday 9am-6pm EDT via ****************** or **********************************************.

Thank you,
********************;
Customer Answer
Date: 08/13/2024
[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:08/02/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to cancel this point of sale system for over a year. I am given the run around. I was told my contract ended but they keep charging me monthly and when I asked again how to send the equipment back there was response. Today I sat online for over an hour after I spoke with someone who said they would get me to the correct department. I then stayed waiting for an hour and no one joined the chat.
Business Response
Date: 08/08/2024
Hi Geneva,

I am very sorry to hear about experience and appreciate an opportunity to assist you. Please allow me an opportunity to review everything and will reach out to you. In the meantime, our team can be contacted via ********************************************** or ****************** Monday-Friday 9am-6pm EDT.

I am looking forward to speaking with you soon.

Thank you,
*******************
Customer Answer
Date: 08/19/2024
I never heard from the company regarding resolution. I received an email that they were looking into it thats it.
Customer Answer
Date: 08/19/2024
I did receive an email where they offered an almost $600 early termination fee. I have been trying to cancel and they keep extending automatically even though I asked them not to. They keep charging even though I asked them not to. It was supposed to end in March 2024, now they say March 2025
Customer Answer
Date: 08/19/2024
I did receive an email where they offered an almost $600 early termination fee. I have been trying to cancel and they keep extending automatically even though I asked them not to. They keep charging even though I asked them not to. It was supposed to end in March 2024, now they say March 2025
Customer Answer
Date: 08/19/2024
I did receive an email where they offered an almost $600 early termination fee. I have been trying to cancel and they keep extending automatically even though I asked them not to. They keep charging even though I asked them not to. It was supposed to end in March 2024, now they say March 2025
Customer Answer
Date: 08/19/2024
I did receive an email where they offered an almost $600 early termination fee. I have been trying to cancel and they keep extending automatically even though I asked them not to. They keep charging even though I asked them not to. It was supposed to end in March 2024, now they say March 2025
Customer Answer
Date: 08/19/2024
I did receive an email where they offered an almost $600 early termination fee. I have been trying to cancel and they keep extending automatically even though I asked them not to. They keep charging even though I asked them not to. It was supposed to end in March 2024, now they say March 2025
Initial Complaint
Date:07/15/2024
Type:Sales and Advertising 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.
Shift 4 was highlighted on a local radio station as a great option for small business payment processing. I signed up after being sold a bill of goods. I was told it would be a great fit for my business. There were issues on the day of install, we had to run and get a cord, even though their installation requirements were met. The customer display, displayed computer code from day one, we were told a software update would fix it. That never happened. The program was based on restaurant processing (I have a small flower and gift shop) we had to improvise at every turn to make it work. We were told there was 24/7 support, I suppose this is true, if creating a ticket counts as support. Tickets were never followed up on. Processing fees were increased regularly with no added value to my business. When I inquired about gift card processing I was sold yet another bill of goods. The gift card processing required a different card reader and was not link able to the system in place. Why would I sign up to have even more headaches processing payments? They continued to charge fees for gift cards yet the system was never used. Fine print was the catalyst for them hooking me into another year. If I didnt opt out, my account automatically renewed. (I missed the fine print) I ended up paying an early termination fee to escape their abusive treatment of my business. When I told them I wanted the remaining gift card fees subtracted from the **** They refused, claiming that was handled by a different department. They have to date not returned the fees, claiming I need to give them access to my account. Which I refuse to do. If you are a small business owner just starting out, SHIFT4 may possibly be what kills your dream. Stay as far away from them as you can. Local banks offer solutions for payment processing, I wish I had know that before I put my business and dream in Shift4 hands.
Business Response
Date: 07/16/2024
Hi *********,

I am sorry to hear about your experience. Please allow me an opportunity to review everything and Ill reach out to you.

Thank you,
*******************
Customer Answer
Date: 07/18/2024
I am not comfortable accepting nor rejecting the response from SHIFT4. It sounds strangely similar to them assigning a ticket number I suggest they actually formulate an appropriate response as opposed to we will get back to you. If history is any barometer the BBB and myself will have to raise another complaint because getting back to you will never happen, just as assigning a ticket to resolve a problem, produced no results.
Customer Answer
Date: 07/22/2024

Complaint: 21994214

I am rejecting this response because:
I am not comfortable accepting nor rejecting the response from SHIFT4. It sounds strangely similar to them assigning a ticket number I suggest they actually formulate an appropriate response as opposed to we will get back to you. If history is any barometer the BBB and myself will have to raise another complaint because getting back to you will never happen, just as assigning a ticket to resolve a problem, produced no results.

Regards,

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

Business Response
Date: 07/22/2024
Hi *********,

If you prefer, you can reach our team directly via ****************** or ********************************************** Monday-Friday 9am-6pm Eastern.

Thank you,
********************;
Customer Answer
Date: 07/22/2024
I received 2 emails from Shift4 today, the first was a template for ticket created email, the second is screenshot and attached. Funny how they want to sidestep the process of all communication going through the BBB. I responded to the second stating as much. Thank you, **************;
Customer Answer
Date: 07/25/2024
I am asking that all communications be through the BBB. *******************, the author of their latest direct communication to me, was contacted numerous times regarding everything in my complaint. She refused to work with me. Pretty much told me if I didnt give them access to my account there was nothing she could do. Now she want me to provide other documents? Is she paying me for time spent on the complaint? Is she paying me to work to send her other documents? This is absolutely ridiculous the hoops they want me to jump through in order to give me money they were not authorized to take. Perhaps they should refund the Early Termination Fee they sneak in with their fine print opt out after a year contract or it immediately renews. Sounds to me if people wanted to keep using their service they would make sure to renew their contract. Not be blindsided into another year under their thumb due to missing a fine print clause. It may not be criminal, but its a bad faith move for sure.
Customer Answer
Date: 08/05/2024
I did respond to the business attempt at resolution. I AM NOT COMFORTABLE SPEAKING TO THE BUSINESS REPRESENTATIVE ON THE ****** There is no record of the conversation by an uninvolved party. I WANT THEIR PROPOSED SOLUTION IN WRITING, and without all of the strings they want to attach. THEY HELD MY BUSINESS HOSTAGE FOR MONTHS and it continues to this day.
Shift4 is to small business what predatory lending was to homeowners. The better business bureau should dig deep and see what they are really doing as opposed to closing a complaint because the business answered!!
Initial Complaint
Date:07/14/2024
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.
We bought Positouch and used it at our concept. We paid outright for the equipment and then paid shift4 on top to process payments. It started off good, but once Shift4 bought the platform, everything got bad quickly. They sent a signed copy of equipment purchase for our bel air location, then came back and removed the contract even though both parties had signed. We rented the equipment. We used the report to process payroll, as all of our employees clocked in and used this for our payments. The system began corrupting our data and cost us tens of thousands of dollars, as well as complaints and staff turnover from many weeks of incorrect pay. Shift4 did absolutely nothing but make excuses and was NEVER able to recover the data. Still to this day, the data is completely gone. We switched our POS to Toast so that we could show our employees good will.The shift4 contract outlines that they will fix the problem or that you can get out of your contract. This is not true. While they still have never recovered any of the pay data, and has caused us attorney fees and a lot of chaos, they charged us to get out. They took the payments directly from our account. Mind you, we paid this company hundreds and hundreds of thousands of dollars, yet they continue to charge us fees of like $322 per month at some of our locations. They say they will look into it, but the director of commercial operations, ********, will never actually reply to emails. It takes months for them to reply, and when they do, it is ******** making excuses and trying to convince you to stay. The platform cost us in not only tens of thousands of dollars in loss, but also the cost of our labor. We turned over 20 people because of the system's corrupted data. They never did anything. Now, they are requesting to return the 300 wal mart computer they send, or they will charge us 1000. Mind you, we paid for this computer outright. Use ANY system that isn't under Shift4. They are awful.
Business Response
Date: 07/19/2024
Hi *****.

I am sorry to hear about the experience you may have had.Please allow me an opportunity to review your concern and your accounts and I will reach out to you.

Thank you,
*******************
Initial Complaint
Date:07/04/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We starting working with Shift4 in February of ********************************************************************************************* April 2023. We were told by the sales representative that we would not be charged $16/month for a subscription to their "premium" features, so long as we didn't use the social media features. We later found out that they had automatically enrolled us in this program without our consent or knowledge and refused to credit or refund us, despite having email proof that we were assured we would not be charged this fee. Additionally, in April 2024, Shift4 raised our rates 75% without providing any notice via email, mail, or phone call. The only notice we have record of was that they uploaded a "notice" to the notice section of their portal in February 2024, but had never explained where to find this information in the portal or that we should be keeping an eye out for it. No email was sent to inform us a new notice had been uploaded. They also renewed our contract for another year without any email, phone call, or letter. These are very unethical and downright shady business practices that should be investigated.
Business Response
Date: 07/12/2024
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 direct any communication regarding this matter to Legal Support via ****************** or legalsupporttickets2shift4.com.

Thank you,
*******************
Customer Answer
Date: 07/23/2024
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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