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: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,
  *******************

• Initial Complaint

  Date:01/23/2024

  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.

  Company is not providing the help service being paid for.

  

  Business Response

  Date: 02/08/2024

  Hi *****,
  
  I thank you for the opportunity to assist you. Unfortunately,the owner of the account has not authorized you to be able to address it. That said, we certainly want to make sure that any concerns have been resolved. I will reach out to the owner and see what can be accomplished.
  
  Thank you,
  *******************

• Initial Complaint

  Date:01/19/2024

  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.

  My family owns a small restaurant in NC. We have used Shift 4 for the past 7 years. The customer service is awful. Shift4 relies on independent sales agents to market its accounts. While this practice is a real money-saver for providers, it is a very poor experience for my business. There’s simply no reason why a company as large as Shift4 can’t hire its own in-house sales team and provide them with the proper training and supervision necessary to provide ethical and professional service to business owners. The independent contractors initially tell you at the beginning of your 3 year contract that the business will own the equipment after 3 years. Then if you ever ask for an add-on piece of equipment then your annual contract is extended a year from the date of asking for the equipment. If you decide to cancel your agreement with Shift 4 you must buy out your existing contract and return equipment that was initially yours after the 3 years. Shift 4 heavily promotes “free” equipment offer but comes with a lot of stipulations and seems mainly to be a ruse to lock you into a long, three-year contract with an expensive early cancellation penalty. Shift4 Payments offers customers restrictive contracts, overpriced products and services, and insufficient support after the sale. My main issue is Shift4's lack of transparency, added fees, and emphasis on tiered pricing.

  Customer Answer

  Date: 02/01/2024

  On January 31. 2024, our Shift4 system was down.  We could not access any components of the system.  We were placed on hold with customer service for over an hour.  Shift4 said that they plan to send a technician to our business today at 3:00 pm eastern time.  The customer service you receive from Shift4 is below standard.  They do not see anything urgent as a business loses sales and customers due to insufficient hardware and customer support. 

  Customer Answer

  Date: 02/01/2024

  On January 31. 2024, our Shift4 system was down.  We could not access any components of the system.  We were placed on hold with customer service for over an hour.  Shift4 said that they plan to send a technician to our business today at 3:00 pm eastern time.  The customer service you receive from Shift4 is below standard.  They do not see anything urgent as a business loses sales and customers due to insufficient hardware and customer support. By far the worst company I've ever dealt with.  the service is awful, and excessive fees.  Many fees are listed as Miscellaneous fees and don't have an explaination.

  

  Business Response

  Date: 02/01/2024

  Hi *****,
  
  We're truly sorry to hear about the challenges you've faced,and we understand your frustration. We take your concerns seriously and would like to address them promptly. Thank you for bringing these issues to our attention. We are committed to learning from our mistakes and enhancing our services to better serve our customers.
  
  I have taken the opportunity to review your account and do not see any bill of sale for the equipment. As a reminder, the monthly POS Service fees are in accordance with your executed agreements.
  
  While we dop use some 3rd parties for sales we also have an internal sales force as well and see that your account was, and continues, to be addressed by internal sales. Either way, you have 24/7 access to tech support and customer service
  
  I see that you are actively using services and I would like an opportunity to speak with you. Please reach out to our team directly via ****************** at your convenience.
  
  Thank you,
  *******************

  

  Business Response

  Date: 02/05/2024

  We are attempting to reach out to you and look forward to speaking with you soon.

  Thank you,

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

  Customer Answer

  Date: 02/05/2024

  [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:01/04/2024

  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 company has failed. I opened this account May of 2021. I was to be assessed no fee's other than the service fee as my customers were absorbing the 4% they charged. After working my books for several months in the past 12 months, many of my deposits did not match my batch reports. Emails and phone calls were made with specific transactions where this occurred. My response was "some cards take longer to process". I never did see the difference deposited in my account. I emailed them on 10/28/23 with this concern, again on 10/31/23 requesting the account by cancelled. Emails stating it had gone to an escalation team was received on 11/3/23. Again phone calls were made, long hold times no response. Again email correspondence with no resolve on 11/8/23, again on 12/14/23 and 12/17/2023 no resolve just emails stating it's taking longer than usual due to high volume of emails. Today 1/4/24 I received an email stating that they were unable to charge my account. Their services were cancelled on 10/31/23 by email from me the owner. I was informed today that I'm contracted through May of 2024 and I will owe 554.98 for services not being used, even though I've cancelled and I've been using another company since November 1, 2023. For 2 now 3 months this company, after multiple written communication to cancel, is attempting to take fees for a service not provided or used, in addition to money being taken from my deposits which has no explanation of fee's taken. As I see it, they owe me money from incorrect deposit amounts and fee's associated with a service that was requested cancelled October 31, 2023 in writing as well as verbal. 

  

  Business Response

  Date: 01/19/2024

  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 feel free to reach out to our team directly via [email protected] or ****************** for expedient service.
  
  Thank you,
  *******************

• Initial Complaint

  Date:01/03/2024

  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.

  Back in September 2023 we were looking to change POS systems for our business. Early October, the equipment arrived and an installer showed up to install the equipment. First, the installer advised all the equipment needed to open for business did not show up. He advised we would not be able to open back up for business with his company until all equipment could be delivered. We were then advised that the equipment needed was out of stock and or backordered with no information on when it would be available. We then had the installer hook up the POS to give us a quick demo on the system. It was at this time we decided to not change POS systems and stay with our current system. The installer helped re-packing the equipment and we were advised that shift4 would send us return labels within 72 hours. After many emails and many phone calls, eighteen days later shift4 sent us return labels for 5 of the 10 items needing returned. We then made contact again by email advising we only received labels for 5 items. After 3 more sent emails, no one ever responded to us. Months later, December 18th, we received an email stating we would be billed for the remaining equipment not returned. We then called, again, and advised that we have been trying to get the labels to return the equipment with not assistance. On December 21, we were billed $111.00 for unreturned equipment. We agian called, and were advised that return labels would be sent within 72 hours, no labels sent via email. We called again, and this time we were promised return labels would be personally sent in the mail. Now, January 3rd, we still have not received return labels. At this time, I am requesting a full refund of the $111.00 to my bank account. I am requesting that someone actually send me the return labels so that we can return the 5 items of equipment. I am requesting that someone who says they will send the labels actually sent the labels. Then please delete my account.

  

  Business Response

  Date: 01/16/2024

  Hi ****,
  
  We thank you for the opportunity to address your concern. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach out via [email protected] or ******************.
  
  Thank you,
  ********************;

• Initial Complaint

  Date:12/28/2023

  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.

  Before I signed up for Harbortouch/Shift4, I specifically asked the sales guy if there was a contact or termination fee, and he very specifically responded (in email) that there was not a contract or early termination fee. I reviewed the entire merchant processing agreement, and nowhere does it state a contracted time frame.Now, after experiencing poor service and increasing monthly costs, when I went to cancel my account, they tell me I am under contract and they are going to charge me early termination fees. After discussing with them that nowhere on my signed agreement does it specify a contract term or termination fees, they tell me its listed on their term and conditions on a completely separate form (never provided to me, I certainly never signed it) and that I'm bound to an undisclosed contract without my signature, knowledge or consent.Either the "Regional Manager" that sold me on the services was lying, or the company is using fraudulent bait and switch techniques to try to force me to stay or pay.

  

  Business Response

  Date: 01/16/2024

  Hi ****,
  
  We thank you for the opportunity to address your concern. I have taken the opportunity to review your concern and your account. As per the conversation on 12/29/23, your end of term is 4/22/24 even though you have switched processors already. You also mentioned that you did not execute the agreement yet accepted numerous deposits starting in April 2022 which would need to be returned if determined that the account was fraudulent.
  
  In an effort to assist you and for the safety and security of this account, we require that you contact our team directly via ****************** in order to verify you and see what can be accomplished.
  
  Thank you,
  ***************