Business Profile

Credit Card Processing Services

Shift4

Headquarters

Complaints

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

Customer Complaints Summary

131 total complaints in the last 3 years.
33 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: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,

*******************************
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.
On April 2, 2024 I contacted Shift4 to close my account. I was informed my 12 month contract automatically renewed and I had 10 months left which would require a $1500 cancellation fee. Alternately I could continue to pay my monthly service fee and be charged an additional $75/mo for inactivity. Based on my original sales call and contract signing I was told Shift4 had reduced contracts to 12 months and eliminated early termination fees. This is still shown on their website under news articles. This is extortion. Small businesses can fail or be sold but are held hostage by unfair tactics. **************** informed me that the article was outdated and the terms and conditions updates were sent out thru their portal and I could find them online. No help or consideration. Just debited my account the next morning.
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.
Customer Answer
Date: 04/12/2024
[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 to be final. I will not say it is resolved to my satisfaction, only that it is resolved.

Regards,

*******************************
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,
*******************
Initial Complaint
Date:03/18/2024
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 started a new account with Shift4 POS services on Oct. of 2023 i was hesitant to start a contract with them because i was considering selling at that point. But the sales representative ***** ****** told me that i could get out of it with no worries and it was just a formality as a great sales pitch that i stupidly eat up. After selling 6 months after and wanting to cancel as the new ownership didn't want the POS I reached out to said sale rep and got a support number to call that then told me i needed top pay $1600 penalty due to breaking the contract. After i heard this i reached out to both ***** and his direct manager (***** ******) that was very helpful before and both have stopped responding to emails and calls. I feel its very unprofessional to sell someone the idea that the binding contracts are not upheld and then just ghost people after you've made you're commissions and probably continuing on to do this to other people. and the hide behind the wall of the company. I'm doing this review for two reasons first i want someone to honor the commitment made by your sale person and then take some real action on those sales tactics being used here in MI.
Business Response
Date: 03/26/2024
Hi ****,

I am so very
sorry to hear about your situation. Going forward, you can direct any questions
or concerns regarding this matter to our team directly via ###-###-####
or [email protected] for expedient service. We are available Monday-Friday 9am-6pm Eastern.

Please allow me
an opportunity to review your executed agreements and I will reach out to you.

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

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