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:06/20/2023

  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.

  Credit card processor continued to charge for services that were no longer being provided. We requested the cancellation of our account in November of 2022, and they have yet to do so. We have spent hours of time on hold (getting "disconnected"), and sending emails, and nothing seems to get through to them. They continue to send us collection notices for services that we haven't used since November.

  

  Business Response

  Date: 06/23/2023

  Hi ****,

  We thank you for brining this to our attention. I see that your account has already been closed prematurely as a courtesy for you. Your end of term was 1/9/24. That said, you are responsible for typical billing up until the acocunt was closed on 6/15/23. You can contact our Collections Department to make payment arranges via ************.

  Thank you,

  *******************
  Legal Support Administrator
  Shift4
  ******************
  

  Customer Answer

  Date: 07/06/2023

  [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: ********
  
  I am rejecting this response because:

  1. We requested that our account be closed in November of 2022

  2. Shift4 made no attempt to work with us on closing the account at that time

  3. We will not be paying anything due to Shift4's negligence, lack of attention, and a proven history of poor business practices.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/21/2023

  Hi ****,
  
  1. We requested that our account be closed in November of 2022. As per executed agreement you are responsible for fees until 6/15/23.
  
  2. Shift4 made no attempt to work with us on closing the account at that time. As per your agreement, you can send a formal notice (signed on company letterhead) to close account with 30-days notice prior to renew, In this case, we provided you with a cancelation form to help with the process, as per your request on 4/14/23 and was not executed by you until 6/1/23. The account was closed on 6/15/23.
  
  3. We will not be paying anything due to Shift4's negligence, lack of attention, and a proven history of poor business practices. If you are referring to items #1 and #2 above then please see response. If you meant something else, then please provide information that supports this claim to [email protected] for additional consideration. Otherwise, previous fees are valid and you will need to address your past due balance.
  
  Please feel free to contact our team directly for expedient service via [email protected] or ******************.
  
  Thank you,
  
  *******************
  Legal Support Administrator
  Shift4
  ******************

• Initial Complaint

  Date:06/13/2023

  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.

  We have used this product in our business almost a year . It has been going down at least 4 times a month . We recently got their attention to come out and possibly to finally fix it . We were hesitant because last time they broke our security system . We did not say no or yes on the phone to them about the team coming out for a site visit. ********************* then purposefully lied in an email saying we are resisting and blaming us for their product lacking in efficiency. This blatant lying and twisting of the truth is poor business practicing and fair dealings. We have lost a lot of money and time trying to cope with their poor customer service and lake of care about our ability to make money at the same time they are making money off of us the whole time .

  

  Business Response

  Date: 06/22/2023

  Hi ********,
  
  As you are aware, we have been addressing this concern with your attorney as request and I am not sure when you filed this concern.I will reach out to your attorney again and make sure that he has been in contact with you. In the meantime, please feel free to reach out to our team directly since we are assisting you with this concern.
  
  Thank you.
  *******************
  Legal Support Administrator
  Shift4
  ******************
  **********************************************

  Customer Answer

  Date: 07/24/2023

  Shift 4 had not been transparent with what they are receiving in revenues from our business when asked . They keep blaming employees for the system constantly going down and not taking responsibility for anything. We would like to keep pursuing this complaint until they tell us exactly what they have received in payments from us and stop being retaliatory by not letting our employees call tech support . 
  Also we would like all documents concerning all agreements that shift 4 has concerning masons bar and grill . 

  

  Business Response

  Date: 07/24/2023

  Hi ********,

  As you are aware, we have been onsite and it has been determined that the additional non-SHift4 equipment will need to be removed from what is to be a dedicated line for credit card processing. I have also maintained contact with your attorney who has advised me that you are to be speaking with him and not placing online complaints. Please reach out to Scott and then our team if you have any remaining questions via [email protected] or ###-###-####.
  

  Thank you,
  

  ***** ****

  Customer Answer

  Date: 07/25/2023

  [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: ********
  
  
  
  I am rejecting this response because:
  
  Our attorney never said anything about us not submitting any complaint anywhere. This is more lies from this company . The company was put to investigate the problem and the tech admitted in front of three witnesses that their company's Installation was the problem and that's why we have suffered for the last year. Furthermore , our attorney did say he reached out to shift 4 about an official report of the inspection and they have yet to respond to him. 
  This response by shift 4 to this complaint is a prime example how they have been dishonest and deceiving for the last year. Completely unacceptable . 
  
  
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:06/08/2023

  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.

  I closed my account with Shift 4 because my equipment was always failing. On their website it says no early termination fee. Even though I no longer have used them since March 24th 2023, they are continuing to bill me every month $55. They are saying because my contract isn’t up until October 2023. I have called and talked to them many times but they refuse to budge. I think this kind of business is fishy and unfair.

  

  Business Response

  Date: 06/08/2023

  Hi *******,

  I thank you for the opportunity to assist you. Your executed agreements contain when your end of term is. I am only able to locate one support concern which was swapped for you so I am not sure what you mean by "always failing." Also, your executed cancellation form indicates your end of term which is 10/27/23 so fees are valid. That said, I would like an opportunity to speak with you directly so I will reach out to you. In the meantime, please feel free to call me via ******************.  

  Thank you, 

  *******************
  Legal Support Administrator
  Shift4
  ******************

• Initial Complaint

  Date:05/11/2023

  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.

  I signed a contract with Shift4 to process credit cards sales on September 2019 for my restaurant ************ I went out of business due to covid and the high prices of food for my restaurant back on November 2022. I called Shift4 to cancel my contract and they did not honor my cancelation policy I signed in 2019. They stated there was a new policy and contract, which was never sent to me thru mail or email. I was NOT informed of any changes they have made and was told I had to continue to pay for fees from a business that's not producing any sales or income for a whole year. I wanted to abide by the contract that I signed but all my attempts have been disregarded by Shift4 customer service. I always pay all my debts but this is beyond outrageous. They're stealing from honest small business owners and I'd like this matter to be resolved. I don't know if this went to collections but I want them to abide by the old contract and we can move on. Otherwise, I can't pay for a service am NOT using.

  

  Business Response

  Date: 05/18/2023

  Hi ******, 

  I thank you for this information and the opportunity to assist you. I have reviewed your concerns and account and will reach out to you directly to discuss. In the meantime, please feel free to reach me directly via ************ x7525 or [email protected].

  Thank you,

  *******************
  Legal Support 
  Shift4
  ************ x**** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]
  

• Initial Complaint

  Date:05/06/2023

  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.

  I have processing services for my business through Shift4. I have been using their services for 3 years. I have attempted to cancel my service and was informed that they have a yearly, automatical renewal contract. I attempted to cancel the processing services on 05/2/2023 and was informed that the automatical renewal was set for 05/06/2023 and I did not give proper notice for the renewal date. The representative stated that I was liable for the next 12 months of monthly fees of $79 and quarterly fee of $29., For a total of approximate $1064. The company never communicated the terms or the dates of the renewal nor did they send notice of the upcoming renewal date and 30 day cancellation notice. The company also charged $1000 to receive a liability report for outstanding gift cards on there system so we could transfer them since we are liable to our customers for those gift cards. The $1000 fee for a simple report that was sent within minutes is an outrageous fee that used as an attempt to keep unsatisfied customers using there processing services. I am seeking the waiver of the fees for the automatic contract renewal and a refund if the liability report.

  

  Business Response

  Date: 05/09/2023

  Hi ******,

  I thank you for the opportunity to assist you. I have reviewed your request and will be reaching out to you shortly to see what can be accomplished.

   

  Thank you, 

  *******************
  Legal Support 
  Shift4
  ************ ***** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]

  Customer Answer

  Date: 05/19/2023

  [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:04/27/2023

  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.

  We have tried many times to cancel our account with ********************** / Shift4. We were told from the beginning that our account was cancelled and we continued to be billed. They are now saying we need to go to collections. They charged us and pulled money from our bank account causing overdraft charges and ending in the need for us to pay to file a stop pay in order to get some response. We have asked for a copy of our contract and we also know that we called to cancel before the renewal date, but we did not start saving emails until after they became difficult. We had been talking with a representative that goes by **** or *********************** whom we found out is a middle man of some kind that works with shift 4 /Harbor Touch. We tried to ask him what was going on and that did not prove fruitful either. We had asked them to refund the money they took for renewal as well as the fees charged for overdraft and then when we did a stop pay on the account they got quite nasty. We have not received any kind of negotiation or kind customer service type reply and everyone just gives us the runaround. They say on the phone they can fix it and we feel like we have been helped until we get the next late notice threatening us and have to call again. We have spent many hundreds of additional dollars in man hours trying to resolve this, when it would have been simple enough to close our account, refund our money and let us go in peace. We were a customer for over 15 years and we paid the prices they asked even though they were very high and sometimes unreasonably high, just because it was easier to just let it go.

  

  Business Response

  Date: 04/27/2023

  Hi *****, 

  We thank you for the opportunity to assist you. I have reviewed the account and the owner has not granted you permission to address their account. That said, we understand your concern and we will reach out to the owner to see what can be accomplished. 

  In the meantime, please feel free to have the owner contact us directly via ************ x**** for verification and expedited assistance. 

  Thank you,

  *******************
  Legal Support 
  Shift4
  ************ x**** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]
  

• Initial Complaint

  Date:04/24/2023

  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.

  I contacted Shift 4 on 1/18/2023 and cancelled my account (spoke with ********) as there have been no transactions for years.They continue to charge me monthly fees...I have spoken and emailed with *********************, Merchant Relations Team in February 2023...He indicated he would personally assist me...I sent follow up emails in March and again in April 2023 and have received no reply...I have left 2 voice mails as well...

  

  Business Response

  Date: 04/26/2023

  Hi *******,

  I thank you for the opportunity to assist you. We have closed your account and since your end of term was March 14, 2023, we have made an exception and issued a refund as a courtesy.

  Please feel free to contact us directly at ********************************************** or ************ ***** if you have any remainingquestions. 

  Thank you, 

  *******************
  Legal Support 
  Shift4
  ************ ***** | fax ************
  ******************************************************************************
  **********************************************
  
  

• Initial Complaint

  Date:04/19/2023

  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 am a customer of **********************, Shft4 has sent wrong ****-k for year 2022, there for I can fine until this get resolved.I have sent ************* on phone and chat with shift4 support team, they always escalade a case but there no reply or solution. I am tying to resolve this since last 2 months and solution yet.need to get correct ****-k asap so I can file my tax, AND SHIFT4 WILL HAVE TO PAY ALL LATE FEE AND PENALTIES WILL BE CHARGED TO ME BY IRS latest shift4 ticket # *******

  

  Business Response

  Date: 04/26/2023

  Hi ****,

  I thank you for the opportunity to assist you. Please allow me a chance to review everything and i will reach out to you directly since this is highly private information. 

  In the meantime, please feel free to contact me directly via ********************************************** or ************ ***** for expedient service. 

   

  Thank you, 

  *******************
  Legal Support 
  Shift4
  ************ ***** | fax ************
  ******************************************************************************
  **********************************************
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  In January I called to cancel my account. After a long call, they told me an email would be sent out for me to sign. They never sent. I called again at the beginning of March because they continue to bill me monthly for no product that I use from them. In March, I had to repeat my problem with them and they said an email would go out, etc. They create work orders for my complaints, but nothing has happened. As of April 3rd, they have billed me again. They will not cancel my account and I have reached out to my bank for help. These people are absolutely terrible to deal with. They continue to charge for services I don't use and quit using in December. My phone calls to them are useless. That is why I need help from my bank. They also do not justify the charge, or send out a statement. Charges vary which does not make sense on a product I don't use from them. DO NOT DEAL WITH THIS VENDOR.

  

  Business Response

  Date: 04/04/2023

  Hi ****,
  
  I thank you for the opportunity to assist you. Your agreements, and call/chat reminders, we require a formal notice to cancel or we can send a cancellation form for your. I am assuming that is what you meant by sending an email. The form was emailed to you and executed by you on 4/3/23 indicating to close the account immediately. The account was closed prematurely on 4/3/23 as a courtesy since your end of term is in May.
  
  Please do not hesitate to inquire should you have any additional questions via [email protected] or ****************** for expedient service. 
  
  Legal Support
  Shift4
  ****************** | efax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:03/30/2023

  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.

  This company man ITS NOT EVEN FUNNY ANYMORE HOW TERRIBLE THEY ARE after being robbed for months then lied to by there merchant relations worker me returning the equipment November then continuing to charge me fighting them to get my money back that was owed all the way from September I got part of what was owed but not easy I filed with bbb twice already spoke to there legal team ***** she has assured me now 3 times I was done dealing with them and would not be bothered by them anymore they charged me all the way into January until I called my bank and stopped payments she told me its been closed you owe nothing they see they have everything the equipment that its finally handled refunded some and then I said I never wanna deal with you people again THST COMPANY IS THE WORST just to go into work today to now find a freaking collections paper telling en I owe them 225 by April 1st like are YOU joking me? We already deleted with this in January I don't owe you anything someone keeps not doing there job correctly today I messaged them and told them yalk are really looking for a lawsuit if they Ruin my credit I will *** them .. period I don't care what hoops they gotta jump through if they mess with my perfect credit they can expect a law suit for everything they have put me through the drama especially I have everything I need to prove what I've gone through . I already said this last time I want NOTHING to do with this company so yalll better fix it before April 1st!

  

  Business Response

  Date: 04/13/2023

  Hi *********,
  
  We are in receipt of your concern. Please be advised that you do not have a past due balance and can disregard the notice. Unfortunately, when ***** addressed this concern with you it was too late to stop the next billing. It is my understanding that she let you know that we would address.
  
  I apologize for any misunderstanding and we remain available to assist if necessary.
  
  Thank you,
  
  ***********************
  Legal Operations Manager
  Shift4
  ****************** | eFax ************
  *******************************************************************************
  **********************************************