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: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,
  ***** ****

• Initial Complaint

  Date:03/18/2024

  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.

  I have requested support for the $4000.00+ funds that this crisis card processor owes us for the weeks ending 2/13/24 and 2/20/24. This was approximately 1/4 of our total amount owed. I have called 2x weekly for 3 weeks now and requested a proper phone call from someone about this. I have never received one! I was told when I called again on the 3/12 that now they have someone who has been assigned to this.(******** ***** ext. ******) I called her and left a message to please call me to discuss. I received only one email stating she was working on it and that she found $1870.49 worth of transactions pending and asked for my patience. Not a ph call! First off how can you have pending transactions from a month ago and it would have to be hundreds as our average ticket amount is $19! Second my batch reports that you will see, state that ALL these transactions had been cleared. This answer is impossible! We have had to borrow money to get through and still have not got a ph call. I have tried to get someone to call me at least a dozen times and have documented this with witnesses! I am now going to call an attorney and probably file small claims if I have to. I will request the Attorneys fees along with my time and aggravation with making ph calls to creditors and vendors not to mention how it looks on our business. I stressed the facts to each and every one I talked to rom support that I needed answers and that that amount of money for our small business could shut us down without being able to repurchase goods to sell! Stay away from this business for credit card processing! The funny thing is, they deducted processing costs directly from our business account! As of today 3/18/24 I still have not got an answer.

  

  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 processing for the weeks ending 2/13/24 and 2/20/24 and I
  will reach out to you.
  
  Thank you,
  ***** ****

• Initial Complaint

  Date:03/08/2024

  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.

  Below is the email I sent to Shift4 and received an email from Shift4 saying they would not do anything about my concerns.These accounts have been sitting dormant for the last several years. I contacted Shift4 back in September 2023 to close these accounts. On the first call, I was told that we would need the owner on the line to close the account he confirmed that we wanted to close these accounts and we were told on this call that is all they needed. Once he was was off the line, I was then told by a representative that only the administrator on the account can close the account. The administrator on the account left the company almost 3 years ago. They then told me that I had to send in a letter asking for a change in administrator on the company letterhead along with a copy of my ID and a copy of my business card proving I was with the company. I had the letter signed by the *** and owner, approving this change. I sent this letter in October of 2023. I called Shift4 several times to confirm receipt of the letter and that the change of status had occurred on the accounts. I was told every time that I would have to call back in ***** hours. Then I was told by a representative that they did not believe I was with the company so they had to contact the property to confirm my position and name with the hotel. My team is trained to not release any information to vendors without my direction. I was able to let the team know and they confirmed my position and name with a Shift4 representative. Even then, Shift4 was not able to close the accounts. I finally was able to escalate to a manager/supervisor who assisted with closing the accounts in February 2024. The process he said we needed to complete was to get the owner on the phone to confirm the closure of the accounts. The same exact process we completed back in September 2023. I have been improperly charged by Shift4 for the last 6 months. Shift4 kept changing their process to continue charging us monthly fees.

  

  Business Response

  Date: 03/13/2024

  Hi *****,
  
  I am sorry to hear of your disappointment. I am unable to locate any account for you but want to be able to assist. Please contact our team directly for expedient service via ****************** or **********************************************.
  
  Thank you,
  *******************
  

  Customer Answer

  Date: 03/20/2024

  [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: 21406777
  
  I am rejecting this response because:

  I contacted Shift4 back in September 2023 to be added on the account as the administrator because all others had left the company. I followed all of Shift4s processes and procedures they asked me to but now am being told that I was never added onto the account. I contacted ******************* at Shift4 and she told me that the account could not be closed because the end of the agreement was February 2024. Not once out of my dozens of calls to Shift4 from September 2023 to February 2024 did Shift4 representatives tell me that we were still in term. Now Shift4 is telling me they can't send me the agreement because I am not an authorized ******. What Shift4 does is unethical and bad business. 

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

  
  

• Initial Complaint

  Date:02/22/2024

  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 2/5/2024 shift4 hold $5000 from my merchant account which they admit that was their fault until today I did not receive any money. I called them too many times and they said its not completed by the **** management. Please help me get my money back

  

  Business Response

  Date: 02/26/2024

  Hi *****,
  
  I am sorry to hear about any difficulty that you are experiencing. Please allow me an opportunity to look into this for you and I will reach out to you directly. In the meantime, please feel free to contact our team via ****************** or ***********************************************
  
  Thank you,
  ********************;

• Initial Complaint

  Date:02/21/2024

  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.

  I have canceled my agreement of use with Shift4Payments over 2 years ago and they still try to send me bills that I owe them money even after I have an email from them stating my services were canceled in Februrary of 2022. I had to remove their access to withdraw any money from my checking account or otherwise money would still be drawin out. Along with that, during my use with Shift4Payments. They were taking money out of my account in very small incraments ($0.50 - $4.00) which ended up adding up to several thousands over the course of a few years before I caught on.

  

  Business Response

  Date: 02/22/2024

  Hi ****,
  
  We thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you.
  
  Thank you,
  *******************
  

• Initial Complaint

  Date:02/20/2024

  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 bought a restaurant (Up A Creek) that had the system in it back on April 1st, 2022. I signed the papers to take over the account of which there was no contractual period of time on the paperwork I signed. Their service was poor so i chose to change services to a competitor. Im **** of 2022 I called in and canceled their services and they attempted to tell me I was under a 1 year contract. They sent me the contract and as I stated there was no contractual time period on it. I demanded they cancel the account and they finally agreed. Fast forward to this last month here Feb of 2024 I find out they have been taking $25 out of my account each month. I call in again and they say well I never signed the cancellation form. I told them I never was told about it and never received it. Come to find out they were sending it to the old owners email address. They then found mine on file and sent it to me and I signed and sent it back. It is canceled now and I have a confirmation number for it. They are denying me a refund of the $25 a month since **** of 2022 till this month Feb of 2024 when it was their fault. They can clearly see I have done zero business with them in transactions since May of 2022 yet continued to take money out of my account. Im looking for 21 months of reimbursement at $25 a month totaling $525. I feel it was their error and they should be refunding me.

  

  Business Response

  Date: 02/22/2024

  Hi ****,
  
  We thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you.
  
  Thank you,
  *******************