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: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 never heard from the company regarding resolution.  I received an email that they were looking into it thats it. 

  

  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 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.

  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. 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: 07/22/2024

  
  
   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.

  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,
  
  *******************************
  
  ur 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,
  *******************

• Initial Complaint

  Date:05/22/2024

  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.

  My name is ****************. I'm the owner of restaurant in ******** Ny In February 2023 .I installation *** TAB *** SHIFT 4 AND IN MARCH 2024 I FOUND THE *** COMPANY PEINDING 818 TRANSACTIONS CRIDIT AND DEPIT CARDS FOR TOTAL ***** DOLLARS...AND I TALKED WITH COUSTMAR SERVICES BECAUSE I LOST ALL MY MONEY. AND LOST OVER 800 CUSTOMERS BECAUSE *** START TO PUSH THROW ALL PEINDING TRANSACTIONS ONE TIME AND ALL CUSTOMERS COMPLAIN S..AND CALLED THE POLICE. AND I LOST 14 WEEDING RESERVATIONS PARTY..7 BIRTHDAY PARTY AND TILL NOW I DONT MY MONEY ***** DOLLARS..AND I WILL START TO SUE *** TAB.BECAUSE I HAVE ALL DOCUMENTS. ALL COPY 818 TRANSACTIONS FILE.. ALL EMAILS BETWEEN ME AND *** TAB..

  

  Business Response

  Date: 06/10/2024

  Hi ****,
  
  I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and Ill reach out to you. In the meantime, please feel free to reach our team directly via ****************** Monday-Friday 9am-6pm Eastern.
  
  Thank you,
  *******************

• Initial Complaint

  Date:05/08/2024

  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.

  In January of 2024 we received a call from a customer regarding a transaction involving Shift4. The customer informed us that the party that was held at our restaurant had not posted to their account and they did not want us to think they had not paid.Upon contacting Shift4 we found that an error had occurred and the card had not been charged. The representative pushed through the transaction and the sale was completed. Said rep had also discovered more charges that had not posted. We had received an approval codes, finalized transactions, everything should have completed. At face value as nothing was a miss. So how could this be happening?After review, it was discovered dating back to 2022, sine we installed Shift4's Skytab POS, dozens of transactions had been ghosted and not actually completed. Totaling over $9,000 in loss. It was discovered after both onsite and remote techs reviewed the system that bad authentication tokens in the Pax SP30 pads had lost the card information and not fully completed sales.Shift4 has since acknowledged the issue however however attempted to place blame on our establishment for "bad record keeping" and that they were not at fault. That we should've audited everything nightly with "transaction manger" an app that we had no access to until the onsite technician granted it in January. This was clearly being done to get around their company policy of having to fully refund us due the issue being system/equipment failure. The most they attempted to reimburse us was $2,000 and "deferred equipment charges.We found this to be unacceptable and they have since closed the ticket. All their customers POS should take stock of transactions that are being run through the Skytab platform since if it happened in our case, it could be happening all over the place.

  

  Business Response

  Date: 05/23/2024

  Hi *****,
  
  I am so very sorry to hear about your experience. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach our team directly via ********************************************** or ****************** for expedient service.
  
  I am looking forward to speaking with you soon.
  
  Thank you,
  *******************

• Initial Complaint

  Date:04/09/2024

  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.

  [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 to be final. I will not say it is resolved to my satisfaction, only that it is resolved.    
  
  Regards,
  
  *******************************
  
  

  

  Business Response

  Date: 04/10/2024

  Hi *******,
  
  I thank you for the opportunity to assist you. Please note that you Merchant Processing and POS Agreements that were executed does indicate the initial and renewal terms. That said, please allow me an opportunity to review your account and Ill reach out to you. In the meantime, please feel free to reach out to our team directly via ****************** or ********************************************** for expedient service.
  
  Thank you,
  *******************

  Customer Answer

  Date: 04/12/2024

  To say the matter is resolved is somewhat accurate.  Is it resolved to my satisfaction?  Not at all.  They offered to split the difference out of customer courtesy.  The first letter I was sent referred to my cancellation fee to be debited from my account.  It definitely was.  It was pulled before I ever received the letter mentioning it.  The woman who responded to this complaint referred to it during our conversation as an early termination fee.  It comes down to their advertisement of no early termination fees.  They will however, collect fees for any outstanding time on the contract that automatically renews.  Word of caution...don't cancel with 10 months left of your automatic renewal.  It will cost you $1500 to pay off the remaining term.  But it's not technically a cancellation or early termination fee.  Even though their own employees call it that verbally and in writing.  Is it resolved?  Yes.  Do I still feel like I got screwed?  Yes.  

• Initial Complaint

  Date:03/25/2024

  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.

  Yes I was in contract with them until November of 2023 now March of 2024 I was trying to end all services and they are telling me they automatically renewed me for another year with no knowledge to me no email no mail nothing now they will not let me cancel my service I also have contacted them multiple times through the year that I have had them that my batch funding and *********** in my bank are two total options and they owe me money I have sent them all document paperwork on it and everybody just keeps pushing it around and nobody is wanting to pay me my money that I am owed now that I am trying to cancel they are trying to charge me a fee to cancel or not use their services which they have already stated that they automatically renewed me without my knowledge the contract that I had signed originally I went back into my emails and now it has been so long they it keeps popping up no longer available because the company has done away with that email

  

  Business Response

  Date: 04/09/2024

  Hi ****,
  
  I am sorry to hear about your experience and appreciate the opportunity to assist you. Please allow me an opportunity to review your account then I will reach out to you. In the meantime, please direct any communication regarding this concern to ********************************************** or ****************** for expedient service.
  
  The agreements that you executed, along with their terms and conditions, do provide the length of service, auto-renewal information, as well as the need to provide a formal cancellation notice at least 30-days prior to the renewal. That said, let me look into your account and Ill reach out to you to see what can be accomplished.
  
  Thank you,
  *******************