Complaints

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:09/24/2024

  Type:Service or Repair 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 own a small Ma & Pa ********* pizzeria. We fell behind on our sale tax payments to the ****************************** and requested a payment plan. During this time, a lien was placed and we had money held from our credit card sales until the amount of $8086.10 was met. Fair enough. The **** said that Celero should release monies after 20 days. Celero refused until the total amount was collected. I didn't understand why they didn't follow the **** rules. Weeks later, the full amount was sent in and my balance owed was down to zero. Roughly 10 days later, I was informed that the check #**** from Celero to ****************************** bounced. I now have an outstanding balance with penalties. Celero has not returned any calls. **** also contacted them by mail. 

  Business Response

  Date: 09/26/2024

  
  This merchant did have a tax levy that came in against them from the State of ******** for the amount that was mentioned $8,086.10.  For the State of Illinois our role would be to fully hold funds until the levy is satisfied or we are notified otherwise from the State.  We did hold the funds till fully collected and then at that point funds were internally moved from merchant reserve to an internal account in order for ********************** Accounting to access the funds and make the payment. Accounting cut the check to the State on or about 8-30-24 and it wasn't till Friday 9-20-24 that we were notified the check payment had bounced.  The check was put through but the issuing bank's system had an issue reading the payees name for the checks, so even though they were pre-authorized, they were marked as exceptions.  When this happens, a notification comes to Accounting, and they go into the system and have to approve each check that has an exception.  It seems that wasn't done for some reason and since the notification wasn't responded to that afternoon, the check automatically returned. The check is being reissued and overnighted to the state.  

• Initial Complaint

  Date:02/12/2024

  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.

  I opened a business account with *********** located on *************, in **********, ** for my business ****************** and ************* I requested a product that I could accept credit and debit card transactions. Unfortunately it was not through *********** but through a company named Celero that was a 3rd party they work with. On 2/2/24 I set up a account and paid $1.05 from my personal account as a test. I was told the following business day I would receive the $1.05 back. On 2/3/24 I completed a job, the customer paid $600. It was not immediately on my account so on 2/5/24 I called the company asking about the $600 transaction and the $1.05. I was told because the business was conducted on a Saturday I would not receive the funds in my account until Tuesday no later than Wednesday, February 7, 2024. This phone call was followed with a email saying I would not receive payment until I provided them a contract of the job I completed. Once I refused to do that, I was told the money would be refunded to the customer and I would not be paid for the job my company completed. I worked it out with the company for me to be paid once they receive the refund. As of today 2/12/24 no refund for the $600 has been made to the company or paid to me for the services my company provided as well as the $1.05.

  Business Response

  Date: 03/11/2024

  This complaint was resolved, and complainant was refunded desired amount and acknowledged receipt.  (see below)
   

• Initial Complaint

  Date:07/29/2023

  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.

  We were required by our point of sale system to use Celero as a credit card processing company. As our business grew we had to switch to a more robust point of sale system, unfortunately each point of sale system works with its own credit card processing company so we were not able to use Celero anymore. We called to cancel and close our account with **********************, the contact I dealt with was ******, seemed very helpful. He sent all the required documents via rightsignature.com. I signed the required paperwork and I thought that was that. I noticed on my bank account a random charge of $395 from Celero, and received an invoice in the mail after the money was withdrawn showing a cancellation fee. I called to speak with ****** as to why I was charged as he never mentioned anything about a cancellation fee when we spoke and the cancellation paperwork I signed also did not show any cancellation fee. Besides being extremely deceptive on ****** and Celeros side, this fee should never have been charged as the fee was not outlined in the cancellation docs, was never discussed in the cancellation phone call with ****** and was automatically withdrawn without my consent after I signed the paperwork termination our relationship.

  Business Response

  Date: 07/31/2023

  Our contracts include a $395 early termination fee.   We apologize if you did not read that part of your contract or were not told that when terminating early.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20393598
  
  I am rejecting this response because: No where in the cancellation documents shows a cancellation fee. I was told after I was charged the $395 fee that my contract was up this coming October. Which means I could have just waited and not been charged the $395 fee. This is considered deceptive practices.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/11/2023

  As previously stated, the signed contract includes the early termination language.    

• Initial Complaint

  Date:07/05/2023

  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.

  We use this company to do our payroll and in January I sent them our updated unemployment rate and when they got the letter they mistyped in our percentage rate for Unemployment and now we owe an unemployment payment of over $4,000. When I called them to tell them they admitted their mistake but said it was still my obligation to pay this. Isn't this what they have insurance for? Please help me!

  Business Response

  Date: 07/06/2023

  To start, Celero only offers the payroll solution to customers, Patriot handles all of the actual operations and tax billing. 

  Patriot provided the following response to the complaint.  The customer's SUTA rate was entered incorrectly (admittedly Patriot's error) at a lower rate, which means Patriot collected and remitted less SUTA than what was due, incurring interest in the amount of $82.33 for the underpayment, which Patriot covered for the customer. Once the rate was fixed, Patriot scheduled a collection of Q2 taxes that would match the corrected, higher rate ($1683.25) which was collected in time so as to not affect Q2, since it is just now closed on 6/30.
  
  That means Q2 is squared away, but since this rate was entered in Q1, Patriot also underwithheld and under remitted for Q1. To fix this and remit the correct amount that would match the correct higher SUTA rate, Patriot would either need to collect $4,173.95 from the customer and remit it on their behalf, or the customer could pay this amount directly to the agency. The customer also requested $10 off for the next 6 months, and Patriot offered 50% off of their June bill. It looks like the two sides didn't come to any conclusion about the make-good as the customer stated they would talk to the owner first.  The customer believes Patriot should pay the $4,173.95 on their behalf for the mistake. While Patriot did underwithhold, which was their error for which they paid the interest owed, the customer still owed this amount of tax ($4,173.95).

  
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20269951
  
  I am rejecting this response because:

  The ONLY reason the correct amount of taxes were not paid is because they typed in the wrong percentage rate. It is their mistake and should 100% be responsible for that. We hired them and trusted them to do this job correctly. Most payroll companies are insured that cover these kinds of mistakes. Maybe they are not insured. And no one asked for $10 off. I said we need a credit for all the past months that they were charging us full price while not taking out the correct amount. And yes we expect them to cover their mistakes that is what a reputable company does! 

  I did ask to speak to the owner in which I was told I couldn't. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/12/2023

  As previously stated, this is NOT a Celero Commerce issue.  Patriot is the provider of payroll services.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20269951
  
  I am rejecting this response because:
  I attached proof that the company we use for payroll is Celero and on this attachment you will see our ID number along with their company name and logo. 
  Sincerely,
  
  ***********************