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 Payments

  1551 Hillshire Dr Las Vegas, NV 89134-6321

  
• 

  Shift4

  1491 Center Crossing Rd Las Vegas, NV 89144-7047

• 

  Shift 4

  1737 N Main Street Ext Butler, PA 16001-1327

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:03/28/2023

  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.

  I’ve been try to cancel my service since june of 2022 Every time i call them they said someone will be call me to help cancellation in couple days but never happened After i called multiple times now they said i have contact with them. My original contact was over 2 years ago but they renewed my contact automatically without my permission. So they i can only cancel march of 2023. I told them to to ill pay for it just give me the final bill and return address for equipment i can send back to. But they still didn’t send me anything or no one call me and they just sending me more bills for charging monthly fee.

  

  Business Response

  Date: 03/30/2023

  Hi ***,
  
  I thank you for the opportunity to assit you. Unfortunetly, the owner of this acocutn has not given you permission to address this account. That being said, I will reach out to the owner and see what can be accomplished.
  
  Thank you,
  *******************
  Legal Operations Manager
  Shift4
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]

  Customer Answer

  Date: 04/28/2023

  [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:
  
  i still waiting for my final bill with detail list. 
  

  they contacted me but just asking my credit card number to pay over $1000

  without telling me details about that amount 

  i just want FINAL BILL with details about my final bill  

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

  

  Business Response

  Date: 05/16/2023

  Hi Jin, 

  I will reach out to you again to see if there is any remaining questions or help with your balance. 

  Thank you,

  *******************
  Legal Support 
  Shift4
  ************ x7525 | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]

• Initial Complaint

  Date:03/21/2023

  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 had a business for almost 15 years I dealt with shift 4 All this years no problem but on August 15, 2022. I closed my business for retirement. The business name was. ****** ****** **** doing business as ** ********* ***** *** *****, My merchant ID number is ********** I handed both terminal back to shift 4 I explain to them I’m closing the business for retirement They continue to send me a bill every month with zero transaction on it **** continuo to **, late fee and charges they refused to close the account demanding that I have to be pay till the end of the contract I never signed a renewal of the contract. They automatically renew it. I really don’t think it’s fair to pay for a service that I’m not getting So please, I need your help to settle this issue with shift 4 And I thank you very very much.

  

  Business Response

  Date: 03/29/2023

  Hi *****,
  
  I thank you for the opportunity to address your concern. I am sorry to hear about the loss of your business. I have reviewed your account and offer you the following information.
  
  As per your executed Merchant Processing Agreement, your end of term is 1/3/24. This information was provided to you along with your ability to either send a formal written notice or call for a cancellation form to be sent to you 30-days prior to renewal. On 7/22/22 the cancellation form was sent as per request and was not executed so account remained open and any billing which occurred was valid.
  
  Since you have been with us for some time, I will close your account, without penalty, and write off any rejected billing as a courtesy. Please note that it is too late to stop April  billing. We will monitor this activity and we will also write off this charge as soon as it is possible.
  
  Please do not hesitate to inquire should you have any additional questions or if we can be of further service via ****************** or [email protected].
  

  Thank you,  
  
  ***********************
  Legal Operations Manager
  Shift4
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************
  

  Customer Answer

  Date: 04/30/2023

  [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,
  
  ****** ****** **** ********************************* President. *****************

• Initial Complaint

  Date:03/15/2023

  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.

  Jan 2020: MID: ********** Credit Card Machine Last Process Date was on 01/02/20 - $116.25. Credit card machine was returned. 05/31/22: *************************, DPM closed his doctors office. The ********** Credit Card machine was used until 09/2022 for patient payments Called again on 12/30/22, Case:******,the Customer Service representative, ***** sent the Cancellation form to close MID: **********. Also, asked do I have to return the Credit Card Machine? He said ‘No’. Also, no email was sent to me to request the return of the Credit Card Machine. On 01/03/23 discovered on the bank account online there was 2 pending charges for Shift #4. Case:******, immediately called Customer Service for information on the Pending charges. The Customer Service representative stated she only saw one account MID: ********** and there should be only one charge for $248.40 .The MID: ********** was only available to view on Harbortouch website. Reviewed the charges and discovered the account MID: ********** - $172.45. She add this account and I discovered it had charges back to 01/2020 to 12/2022 -$2,632.70. She was able to send the Cancellation Form to close this account and process the credit back for $172.45 for 09/2022. She would reach out to the managers to find out why this account MID: ********** was not closed when the new account MID: ********** and to see if the charges can be credited back. The credit balance owed for this account would $2401.85.Case: *******, on 01/23/23,called to speak to the Sales Manager or Director to resolve this issue. No email or call was received from the Sales Manager or Director to resolve this issue. On 02/07/23, called Customer Service again to speak to a manager. The Customer Service representative convince the Manager, ***** to speak to me. He reviewed the account statements as I waited on the phone. He stated, he would submit a request to credit this account for $2148.19 I agreed to the amount to resolve this issue finally. See attachment 

  

  Business Response

  Date: 03/24/2023

  Hi ******,

  We thank you for this information and the opportunity to assist you. Please allow me an opportunity to review your account and I will reach out to you so we can discuss your account. In the meantime, please feel free to provide any supporting data to [email protected] for expedient service. 
  

  Thank you,

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

  Shift4

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

  [email protected]
  

  Customer Answer

  Date: 04/18/2023

  Our issue has not been resolved. It is a scam on the person who utilizes their credit card services. It is totally disgusting how their representative would not work with us to resolve the issue being fraudulently charged for over $2600.00  that we did not know that the account ********** remained opened after we returned the defective credit card machine in January 2019.

   

   Sincerely,

   

  ****** *****

   

  

  Business Response

  Date: 04/18/2023

  Hi ******,

  As per our
  previous conversations, we were not notified of your need to cancel your
  account until January of this year and your end of term was set for 12/19/23.
  As a courtesy to help resolve your concern, your accounts were closed
  prematurely to avoid the charges until end of term. You were also reminded to
  return the equipment to avoid RMA billing for non-return and a courtesy return
  label was provided. We will refund the RMA charge once the equipment has been
  returned. 

  I am sorry to hear of your disappointment even though exceptions were made to assist you. We remain available you should you have any additional questions.

  Thank you,

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

• Initial Complaint

  Date:03/15/2023

  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 been trying to close my account for a while now. I keep getting the run around. The latest try started in January of 2023 when I called customer service. I was transferred multiple times, then I finally got someone that got all the information, said she submitted everything that was needed and someone would be reaching out to me soon if anything else was required. I received an email with a ticket number and no other information. I figured everything was taken care of. In February I noticed that fees had been taken out again. So I reached out via the email with the ticket number asking about the cancellation. I received no response. It is now March with no response and the fees have been deducted yet again. I just talked with customer service again and was told I would receive cancellation paperwork in 24 hours. We will see.

  

  Business Response

  Date: 03/21/2023

  Hi ******,
  
  I thank you for the opportunity to assist you. I am sorry for any misunderstanding. You were informed that a Cancellation Form would be sent to you and was on 3/17. As of this message, it has not been returned. It was sent to the same email address used for this concern so please check your junk and spam folders just in case.
  
  You will notice on the form that it indicates that the account will be closed immediately and will be once returned.
  
  Please do not hesitate to inquire should you have any additional questions via ****************** for immediet service.
  
  Thank you,
  *******************
  Legal Support 
  Shift4
  ************ x**** | fax ************
  *******************************************************************************
  **********************************************

  Customer Answer

  Date: 04/13/2023

  [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 ********. The cancellation request was received after this complaint was filed. I had requested the closure multiple times previously and never received anything, until this complaint was filed. At this point I am just glad to be done with this company and would strongly caution others against using them. I wish I had looked them up prior to signing a contract with them. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/04/2023

  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.

  Hello,I own a restaurant and my agent (*************************** of ********) talked me into getting a credit card machine from Shift4 company since Feb. 28th, 2022. 1) During the year, we'd found a couple of times our customers got charged twice. NOT sure how many more that got charged doubled without our awareness, probably a lot more. 2) when i received my Dec. 2022 statement, it charged me TWICE on the annual Regulation Compliance Fee. Then when I called to complain, they blaimed on their accounting software errors. 3) Now, my 1099-K that they sent me, the total gross sales showing $18,000 above the actual number that I generated myself, using the PORTAL LOGON ACCOUNTS that they'd created for me. Therefore, i cannot trust them and want to cancel the contract but they won't let me. AND, instead they automactically renewed the contract without my awareness and got me stuck for another year until Feb.  2024. Therefore, I report this to the BBB and hope you can help me : 1) to get them cancel my contract immediatly. 2) they need to explain the $18K discrepancy on the 1099-K or else they will need to compensate me back for the taxes i am paying the IRS based on the Exceeded amount. Thank you so much for all your help !! have a great day ! Very Sincerely,*** *************)

  

  Business Response

  Date: 03/10/2023

  Hi ***,

  I thank you for the opportunity to assist you. I have reviewed your concern and account and will reach out to you to discuss your options. In the meantime, please feel free to reach out to ** directly for expedient service ******************.

  Thank you,

  ***************o
  Legal Support 
  Shift4

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

  Customer Answer

  Date: 03/15/2023

   The case number is ********. The rep. from Shift4 had called and we both agreed and had resolved the issue. so, i would like to close the case. Please help ! thank you very much. BBB is very helpful in helping us to resolve the issue. Thanks again! ***

• Initial Complaint

  Date:02/24/2023

  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.

  Shift 4 has been charging my company for the last several years (I just realized this became of a direct withdrawal from the checking account) after I cancelled the service.The amount stolen is over $5700.00 they said they would give me 3 months back and that is it. Lawsuit will be coming soon.

  

  Business Response

  Date: 02/28/2023

  ***********,
  
  I am sorry to hear of the difficulty that you may have experienced. The billing that has occurred is as per your Processing and POS Agreements. As per your agreements, you can provide a formal letter indicating need to close account. It is my understanding that we sent you a cancellation form which you approved on 2/18/23 which indicates we would close the account immediately. The account has been closed.
  
  In an effort to assist you, I will reach out to you. In the meantime, feel free to call ************ x**** for expedient service.
  
  Thank you,
  
  *******************
  Legal Support 
  Shift4
  ************ x**** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:02/17/2023

  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 requested through Customer Service that our account be placed on hold as we are revamping all of our products and pricing. We were told this was ok and it would be reflected on our account. We recently received an email saying they couldn't charge our card and when we checked we noticed we have been charged every month since our conversation. We have been trying to get in touch with billing for months but keep getting transferred around on top of being told they can't find our account. When they do they transfer us again and we either end up getting disconnected or when told someone would contact us no one ever does. We found out today that the billing department can only be reached by email. We want all of our files that we paid to have created. Today we were told there was no record of our calls or requests. How does this happen when we have literally called 3 plus times this week alone. There is no cut and dry way to do anything with this company and it appears they are huge scammers. The BBB needs to do something about this wretched company and their unethical practices. If this continues with them we may need to contact a lawyer to get this matter resolved. We hope Shift 4 can fix the errors they've made but we have very little to no hope. Someone needs to see this business is doing wrong by so many customers.

  

  Business Response

  Date: 03/16/2023

  Hi *****,

  I believe we already responded to this concern so was surprising to see this notice. That being said, we have made several attempts to reach out to you directly. ******* called on your behalf and was also informed that we need to speak with you. I will attempt to reach out to you again. In the meantime, please feel free to contact me at ******************.
  

  Thank you, 
  

  *******************
  Legal Support 
  Shift4
  ************ x7525 | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:02/17/2023

  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.

  We sold the property that used this business in February 2022. Since that time we have called at least 10 times, with multiple tickets being opened, by previously employees of the sold business, myself, employees of the parent company of the business, and no one will close our account for us. And we automatically being charged monthly by ACH to our bank account. The amount has now raised to over $500 per month as of January 2023. Every time someone calls, they tell us something to do, we do it, and then once calling back they tell us there is something else that needs done or that they need to do something still on their end. And then nothing is done and we are charged again monthly. I have never dealt with a company that will not close an account for a service not being used for over a year.

  

  Business Response

  Date: 02/28/2023

  Hi *******,
  
  I am sorry to hear of the difficulty that you may have experienced. Unfortunately, since you are not the authorized signer for this account, we are unable to assist you with this request. That being said, we will reach out to the authorized signer and see if there is anything we can do to assist,
  
  Thank you,
  
  *******************
  Legal Support 
  Shift4
  ************ x**** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

  Customer Answer

  Date: 03/15/2023

  [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 only because I was called and the account was closed. After our CEO had to get involved and it still wasn't resolved. Our account was automatically charged over $2,000 in a service that we didn't use. Shameful to take money from a company actively trying to close their account.  
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:02/08/2023

  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 been charged $5500 + other fees for items that have been returned and after many attempts to get our money back, have not been able to get our money back, The processing company withdrew the money even though they recieved the items back.

  

  Business Response

  Date: 02/08/2023

  Hi *****,
  
  I am sorry to hear about your concern. Unfortunately,the owner of the account has not authorized you to be able to address the account. That being said, I have reviewed the account and the charge occurred prior to the return. I will reach out to the owner and see what can be accomplished.
  
  Thank you,
  *******************
  Legal Support
  Shift4
  Powering the top brands in POS technology
  ****************** | efax ************
  *********************************************. | ********** ** *****
  **********************************************

• Initial Complaint

  Date:02/07/2023

  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.

  When opening my store I signed up in a 1 year contract with shift 4. When that year ended my fees went up and I decided to work with a different company and send back the shift4 equipment. During this time I was told I was automatically signed up for another year's service, without notice or consent. Shift4 is now claiming I must pay the end of the contract because I signed up for the 2nd year. I dont agree to these charges, I was never told I would be automatically renewed, or would continue to pay their company. I have been contacted by phone, email, and usps mail that I owe these fees and shift4 will not end taking my money until June 10 2023. The calls and emails have become harassing customer service and collections have been rude and all refuse to end this.

  

  Business Response

  Date: 02/07/2023

  Hi *****,
  
  I am sorry to hear about your disappointment.As you are already aware, when you executed your agreement there were terms and conditions that you agreed to and that did include the renewal. That being said, I have reviewed your account and concerns and I will be reaching out to you so we can discuss. In the meantime, please feel free to contact us directly via ******************.
  
  I am looking forward to speaking with you soon.
  
  Thank you,
  *******************
  Legal Support
  Shift4
  Powering the top brands in POS technology
  ****************** | efax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

  Customer Answer

  Date: 02/22/2023

  [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: ************ has called **** ** ****** and has proceeded to argue with and accuse ***** of being non-compliant with the terms of the contract. *********** has also made allegations that thousands of dollars are still needed to bring this contract to an end. All equipment was returned and the account has been closed. No other processing company has these standards of paying till the end of a contract thar isn't being used. I am a small company and cannot afford the harassment I am receiving or the accusation of the amount still remaining on a closed account for services and equipment not being used. I feel Shift4 is taking advantage of small print in their contract and lack of communication with business owners to continue taking money for their own personal gain.

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

  

  Business Response

  Date: 04/24/2023

  Hi *****,
  
  We thank you for brining this to our attention. The agreements that you executed indicate the length of service and you agreed to make monthly payments instead of paying upfront for customized state-of-the-art system. You requested a breakdown which has also been provided to you along with a reminder that your end of term is 6/10/23 so the fees are valid and you will need to address your past due balance. 
  
  Please do not hesitate to inquire should you have any additional questions regarding this matter.
  
  Thank you,
  
  ***********************
  Legal Operations Manager
  Shift4
  ****************** | eFax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************
  
  Protection and Privacy Notice: This communication, along with any attachments, is covered by federal and state law governing electronic communications and may contain confidential and privileged information. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please reply immediately to the sender and delete this message.