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:04/01/2025

  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 up with this credit card company in august 2024. right from the begging nothing has gone right. The man who signed me up failed to tell me there was a 4-year contract on the equipment. I call the company to see if I could have the equipment re programmed with another company and they said no. and then asked how much it would cost to get out of contract and no one could tell me, they said someone would call in regard to it. never received a call. then they keep charging me for non Complient when I am. It seems there is charge for something new all the time. now I have a charge for ****** don't know yet what for. I have delt with credit card companies for 40 years and this is absolutely the worst. I would like to know how to get out of this company.

  Business Response

  Date: 04/07/2025

  *****,

   

  May I please have the name of your business so I can dig deeper on this?

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 February 2024 I was approached by one of my customers saying he worked for Riverside ********************** and could save me a lot of money on my monthly processing fees. I was not looking to change as I had no issues with Square. I was very hesitant, but they were very high pressure. I would not agree without thinking about it as I dont make decisions without research. They then offered a guarantee of savings or they would pay off the non-cancelable lease if I did not save money. The savings guarantee shows an effective rate of 3% for Square and 1.46% for PB Payments (Riverside) with savings of *****%. Processing started in March, and they took 6.5% of my processing. In April 4.4%, May 8.15%, June 4.63%, and July 5.32%. Along with this they have taken other charges such as a $399 charge in June that they cannot tell me what its for. The statements are never the same as the charges are. Additional hidden charges not disclosed also included a covid relief fee, a yearly fee, a pci fee etc. I have reached out to their customer service line, the salesman (who apparently is no longer working there) **** ********* the account manager and ***** ****** the **************** Manager and have not gotten any explanation of all the charges. I have requested a cancellation and have been told I cannot cancel because I have a non-cancellable lease, which in itself is not true. I have a guarantee (in writing) for them to pay it off if I am not saving as I can prove I am not. They have been ignoring my requests for an explanation for months of all the charges, the overcharge to date is $1598.08 that I know of. Small businesses are hard enough to make it, and when companies like this are unprofessional and underhanded like this it really hurts. I gave them the option to not cancel and keep one piece of equipment only, they said no, that's not possible. I am requesting no charge cancellation and a refund of the $1598.08 they owe me as their "Guarantee of savings" promises.

  Business Response

  Date: 09/06/2024

  Good Afternoon *******, 

  Thank you for contacting Riverside Payments. With your agreement being signed through PB Payments, we would like to take a moment to explain the relationship between Riverside Payments and PB Payments. PB Payments, is the company that handles all sales and servicing on your account. Riverside ******************** provides them with the ability to access rates and governs best practices to ensure that all activity is aligned with the requirements **** and ********** put out for the industry. 
  Please give PB Payments a call directly to discuss your account further - we have contacted them today with the information on this complaint as well to reach out to your business. 

  Sincerely,

  Riverside Payments

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22239343
  
  I am rejecting this response because:

  I have been speaking with the merchant support group about this which I am told is Riverside.   You say they handle everything for you.  I just called the PB Payments phone number, and their recording says if I do not have a reference number to call another number to get a reference number first.  I call the number they gave me and reached a representative who works for Riverside not PB Payments and has an email address at the "merchant support group" so it is clearly Riverside.  She input the request for cancellation, but PB Payments does everything?  It makes no sense that I have been working with the  merchant support group to try and solve this for months and if they are even a different company, I am YOUR customer and would expect you to help take care of all the issues I am having and get this canceled at no charge which is what I was Guaranteed, whether by you or your representative. 

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/19/2024

  Good Morning *******, 

  Thank you for following through, as explained before - PB payments is the company that handles all sales and servicing on your account. Riverside ******************** provides them with the ability to access rates and governs best practices to ensure that all activity is aligned with the requirements **** and ********** put out for the industry. Please give PB Payments a call directly, we have placed a request with them to reach out to you as well and discuss your concerns. 

  Sincerely, 

  Riverside Payments
  
  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22239343
  
  I am rejecting this response because:
  

  As you are the parent company and have a controlling interest to PB Payments I feel you have the authority to cancel this per PB payments guarantee and take care of your customer.  I have reached out to them numerous times and get no response as they refer me back to *********! ************** is now also involved and will be reaching out to all involved about the misrepresentation of the lease and the Guarantee of savings. 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/19/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 came to my buisness and thier rep personally assured me they could sign us up for service with no contract and the software they were providing would fully integrate with my dealer software. I took them at thier word and signed up. However after signing with them it became evident that it would not link with our current system as promised. We have contacted them before 30 days to try and cancel. However they claim that we can have our employees manually enter the information into the system it was supposed to integrate with. So it is partially integrated. This is not at all what was promised and they are now demanding ****** dollars to cancel a contract that was never suppossed to be. Beware!!!

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 october of 2023, a girl came into our store in Quick talking sales pitch, how much money they could save us on credit card processing. She kept handing the phone off to another person that she said was her boss, and he sent me a written statement, saying how much money he would save us. They said they would get our credit card processing fees way down and guarantee it. They then sold me or at leased me nine credit card machines where I only need one and then I find out theyre charging me $13-$1400 per month just to use their equipment and that Im locked in for 48 months . I see no savings at all. I asked for a rate review and a smart mouth girl told me that I figure my percentage wrong. All I want is to return the equipment and I want them to stop taking money out of my business checking account. I am reluctant to close that account and open a new one but if that is what I need to do I will. I am hoping that someone from this company can contact me and work out a resolution to this. I do not want to do business with this company that is across the country and has absolutely the worst customer service that Ive ever received. I call leave messages and then they call back on Pacific time when Im getting ready to walk out of the store or when Im not even there at all. Today the straw that broke the camels back as I just got another $399 debit and do not even know what that is for. Im on hold right now and cant get through to anyone. This is just wrong that they feel that they could just pull money out of my check and account whenever and whenever they want , I believe this was very deceptive advertising and the person I recommended they go see next after me has had the same experience and has had conversations with ***********************, the attorney general for the **************** and said they have many many cases pending lawsuits. She recommended to close the checking account and send the equipment back by registered mail. This is ridiculous. Its larceny .

  Business Response

  Date: 03/14/2024

  Can you have this complaint moved over to PB payments please?

  Business Response

  Date: 03/25/2024

  To Whom It May ************************************* to our notes it does appear that approximately one month ago customer service reached out to you and went over the fees and charges on your account, does that sound familiar?

  I have reached out to customer service to have them call you again and go over the specific fees you are being charged, all of which were discussed with you during the initial call.  If there are any errors, I can promise you we will fix them and make the necessary adjustments for you.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21426042
  
  I am rejecting this response because:

  No one has got back to me yet and I am not getting the rate savings you promised.

  This is all your company does, say your going to do things and then not do them.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/27/2024

  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.

  Complaint:Riverside Payments has not followed through with their promises of saving money using their merchant services, nor with their guarantee for termination. We have contacted their customer service by email, but they are not responding back anymore in spite of us always being polite and respectful.We have also called them on many occasions but they do not answer the phone anymore nor calling us back after leaving them several voice messages.From the beginning several wrongful charges have occurred to our business account. Since numerous problems have happened we have finally decided to terminate using their services. On February 22, 2024 we requested to have the services terminated and canceled. However, they have not responded back with actions to that specific written request.Our experience with their services are the many wrongful charges to our business account since we contracted with them in August of 2023. Some money has been refunded, after multiple contacts, but not all. Considering this, we have not seen any savings using their services in comparison to our previous provider. Time spent trying to contact and connect with Riverside Payments has been costly for our business.Riverside Payments has so far completely ignored their written 60 day try out Guarantee that a customer can switch to another service provider without an Early Termination Fee charge if no savings have been met.Our termination and cancellation request has been submitted, and we like to have it honored promptly to prevent additional charges made to our business.Regards, -****** Prop Shop ***************************** Owner

  Business Response

  Date: 02/28/2024

  Hello *****,

  Thank you for reaching out on this matter.  We have reviewed your account and it looks like your processing is actually managed by PB Payments.  Please see the attached quote sheet that indicates this.  Riverside Payments is the regulatory body for PB Payments.  We do not directly oversee your account therefore we have escalated this matter to the PB Payments leadership team for prompt action and response to you.  Our apologies that your experience has not been what we expect from our Sub-ISO organizations and we assure you we will advocate on your behalf on our end to ensure you receive prompt communication from the ** team on this matter.

  Best,

  Riverside Payments

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21357322
  
  I am rejecting this response because:
  
  The phone numbers and email addresses provided for Customer support are all connected to ********* Payments not to PB Payments.

  In the beginning Riverside Payments responded to our requests about wrongful charges to our business account and did never refer to PB payments for further correspondence. However, as mentioned before Riverside Payments quit responding to our emails and phone messages. Now they are responding again after we filed this complaint with the Better Business Bureau, but not yet to our satisfaction.

  Our request for free Cancellation is still unchanged and in effect since we do not save money using PB/Riverside Payments merchant services. And we expect this handled promptly and swiftly.

  Sincerely,
  
  *****************************

  Business Response

  Date: 03/04/2024

  *****,

  After reviewing the notes, it does appear that **************** has reached out to you on multiple occasions and spoken to you about refunds and pricing updates moving forward.  I am truly sorry that it took a few days for them to get the proper information and updates in place, but it does appear the concerns have been addressed.

  I will go over the notes on your account again as we have detailed notes on when we have spoken to customers, left messages, emailed, and sent text messages when necessary.  I will make sure someone reaches out to you again to make sure you are getting all your questions answered.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21357322
  
  I am rejecting this response because:

  An agent from ********* Payments finally contacted ** by phone after an unreasonably lengthy time, and after the fact we had filed a complaint with the Better Business Bureau.
  The agent promised us refunds and that changes for the future would be made to our account in order for our business to see savings using their merchant services. Based on the promises the agent asked if we would remove our complaint to the Better Business Bureau. Our response to that inquiry was that it is possible to have the complaints removed, but for now we will have to wait and see what the results will be in the future from the actions promised by Riverside Payments. In regard to this, our request for cancellation will be pending until further as well.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/15/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  ********************* of PB payments and Expect Payments Solutions will not return calls or emails to follow up on a contractual agreement. The companies he is affiliated with are no better. Once you sign an agreement to use their system, then there is no support. In addition, funds continue to be withdrawn from the bank account with no explanation for the fees. ********************* and his affiliated relationships associated with his products appear fraudulent. has not made contact even after messages via web page and emails have been sent. His associate ******************* is not following up on emails or phone calls as he has resigned from the company shortly after signing CDK on to this problem company. The companies that are associated with this company are no better ast returning calls or responding to emails. some will hand up if you are needing support and not interested in sales. After several attempts to clarify the contractual agreement with PB Payments concerning an account established with PB payments and ******************* and *********************, I am seeking to cancel the service with a signed agreement that if the business was sold or dissolved no additional fees would be charged. The companies he is affiliated with Riverside Payments and ************************ are suggesting ***** weeks to complete the agreement. In the mean time, hundreds of dollars are being funneled through my bank account.

  Business Response

  Date: 02/26/2024

  *******,

   

  I do apologize that you feel that we have been fraudulently charging you and that you cannot seem to get a hold of anyone.

  I did receive your emails and a message; those were forwarded on to customer service and according to our notes they did reach out to you.  I do not have the same access they have and would be of no assistance directly which is why I moved them to the appropriate people.  

  It appears that they asked for proof of dissolution.  Without proper documentation we cannot proceed.  As I type this, it does appear that your processing account has been closed, were you able to provide them what is needed to finalize everything stated in our "guarantee of savings" agreement?

  Again, my apologies if you feel your account was not handled properly and I wish you the best of luck moving forward.

  Customer Answer

  Date: 03/11/2024

  I would just like to add that *********************** with PB solutions and Expect payments Solutions never reached out to me to assist in this matter but placed it in the hands of others who did nothing to solve the problem until I had to threaten them with legal recourse. **************:

    "It appears that they asked for proof of dissolution.  Without proper documentation we cannot proceed.  As I type this, it does appear that your processing account has been closed, were you able to provide them what is needed to finalize everything stated in our "guarantee of savings" agreement?"

  Proof of dissolution was provided as requested to the companies involved with this (in my opinion shell game) and I was told that it would take ***** weeks to resolve the matter. This resulted in ongoing fees and charges to my bank account. I decided to stop payments on the ability of Cascade, PB Payments, and Riverside Payments as one comment on the Yelp/Google page stated that this one person was still waiting to get money back from the *******. As it stands, money is still owed from Riverside Payments to CAN Do Kids in the amount of ****** as ***** and his side kick ******************* assured CAN Do Kids that the process they implemented required accounts to overlap but that the additional charges would be covered by the ******* PB payments. ***** supported ******************* in this process. Now, the contract signed by *********************** is not being honored by the companies they were associated with (Riverside Payments and Cascade). So to sum it up, *********************** with PB Payments wet up this charging system so my ******* could charge clients accounts to the clients credit cards. His employee ******************* was given permission to cover charges from our previous ******* as the transition took place to make sure nothing was lost in the process. And, PB Payments assured CAn Do Kids that it would be PB payments responsibility to close the existing charge system account. Several phone calls (nothing in writing) were made from CDK to PB to make sure this would all be covered and if there was any additional activity CDK needed to do to help transition charge companies. Many times were assured that there was nothing for CDK to do. However, after reaching out to our existing *******, we were informed that PB could NOT close the account but it would require all parties to be involved on the phone at the same time. CDK took care of this process as was able to get the existing ******* to weave their fees for cancellation.    

  Email to be sent: See Attached.
  

  RE: PB payments,********** *******, *********************, *******************, F**** *****, ************************************************************** Bridge 
  
  Hello Riverside Payments, F**** *****, and *************************, 

  Hello to ***********************,******************* and PB Payments
  
  I am reaching out to each of you to solve this problem as I am unable to get in contact with Riverside by phone after several messages have been left. ********************* has not made contact even after messages via the web page and emails have been sent. ******************* is not following up on emails or phone calls as he resigned from the ******* shortly after signing CDK on to this problem *******. 
  
  After several attempts to clarify the contractual agreement with Riverside and PB Payments concerning an account established with PB Payments and ******************* and *********************, I reached out to **************** (*******). I was instructed to contact Riverside by ****************. As a note on this account, several messages have been left for Riverside at ************,and ************. In addition, the chat and remote support system does not work on the Riverside web page.    
  
  First, let me express my disappointment with the service received from PB Payments and their team. Based on my experience, they have overpromised and very underdelivered. The customer service department does not follow through with emails requiring additional time (and money) to follow up on the simplest request. ********************* who appears to be affiliated with PB Payments **************  ************************************************************** Expect Payments Solutions ************ (*******************************), agreed to an addition to the contract (see attached) to which I cannot get answers on to the process of closing this account. After attempting to get clarification from ***** and receiving no responses, I contacted  *************************************************************** last year to resolve a credit to our account in the amount of $****** for accounts not closed by PB payments or Riverside or any other shell ******* affiliated with all three. 
  
  January of 2024 after speaking with F**** *****, I was told that additional forms would need to be completed. After the dissolution papers were submitted,I was informed by F**** ***** that additional forms would need to be completed with a "buyback plan" for the equipment would then be considered but only after a ***** weeks to review and process the paperwork. (*********************) on February 13, 2024. However, the agreed contract states that Should CDK go out of business or sell, PB Payments Group would release CDK and ***************************** from All equipment and processing obligations upon proof of dissolution. This was sent to PB payment/Riverside with a confirmation email received on February 5, 2024. At that time, I was informed that a person assigned to my account would contact me. A week passed and no contact from anyone.  
  Riverside Payments | **************** & Payment Processing
  Riverside Payments is a **************** Provider. Providing POS systems and Payment Processing.
  www.riversidepayments.com
  ?
  Because we were instructed to carry our old (AxioMed) charging system for a time to make sure the transition occurred smoothly, ******************* assured us that Riverside would follow up to cancel the old charging system and would cover an additional fees. All documentation was provided to F**** ***** at Riverside through emails. see attached. However, at the most recent conversation on February 12, 2024, I was informed that Riverside would not cover the charges. Several phone conversations and emails were initiated with ******************* and AxioMed to make sure this was the procedure followed by the *******. We were assured each time that this was how the process worked.  
  Expect Payment Solutions Credit Card Processor in ******** & ********* | ************
  With more than 30 years of industry expertise, Expect Payment Solutions has become the one-stop shop for all of your electronic transaction needs. From credit and debit cards to gift card processing and ATM solutions, as well as working capital off of future credit card sales, Expect is the progressive choice for the modern needs of today's businesses.
  www.expectps.com
  ?
  Cascade Equipment was contacted via phone at ************ and through their web page portal *****************************************. May phone calls were made and from various phones with ****** at the Help Desk hanging up each time we were identified. 
  
  At this time, the accounts of ********** Cascade, and any merchant fees have been frozen. Each ******* of ********** Cascade, PB Payments, and Expect Payments Solutions with ********************* and ******************* is being turned over to the Better Business Bureau and my attorney. Any attempt to resolve this problem will be met with appreciation. However,  if this is not resolved quickly. I will be asking for damages for the time I have spent on this account over the last few months and the outstanding fees owed to this practice. 
  
  
  
  The bank account associated with CAN Do Kids continues to be debited from Cascade, ********** and ***************** fees in the hundreds of dollars with no statement of fees or charges. This is even after no activity has occurred on that account since January 26, 2024. 
  01/26/2024, 01:32:42 PM PST **** ****3670
  
  
  
  
  this is interesting to note. PB payments ********************* sends people to ******* and F**** ***** of Riverside to solve the problems with PB payments. I am just wondering the relationship between these companies of more than equipment. 
  
  Riverside Payments5721 ***********************************************************************
  PB Payments ***********************************************************
  
  *******************************, OTR, L/ SIPT 
  Owner
  
  
     CAN Do Kids
           Pediatric Therapy
  candokidspediatrictherapy.com/
  
  
  
  
  
  
  Email: ************************************                                                                                     or ********************************************
  Fax: ************
  Phone: ************
  
  Per our conversation today: 
  When CAN Do Kids agreed to sign up with your *******, we were promised many things that have been a struggle to get your ******* adhere to verbal promises and canceling services in a timely manner.
  Emails sent with the commitment to have a representative to respond to request only to be followed up with several phone calls, messages left and ticket numbers provided. 
  
  ***************************
  2 reviews
  a year ago
  Critical: Professionalism, Quality, Responsiveness, Value
  UPDATE: It is almost a year later that I have cancelled services with Expect Payment Solutions and I am still having fees deducted from their processor. The processor says ***** has to refund me the money as they collect the fees and give him the money, ***** states the processor has to refund me the money. Again, do yourself a favor and stay clear of this place!!!!
  
  I wish I could give them zero stars!!! Please, please save yourself a headache and do not do business with them!!! We originally signed up with them back in 2017 being promised better rates, which we did not receive. We were in a contract with them so we had to stick it out. When our contract ended I was going to do business elsewhere because there are other companies offering merchant services with free equipment and lower rates. Again, I was promised lower rates as well as free equipment. I did receive the equipment for free. I do not know if we had lower rates as I never received a statement from them after they changed processors. They were supposed to handle the cancellation of the previous equipment THEY set me up with. I had to keep contacting them in order to send the equipment back, I had to pay to send the equipment back, I was getting charged for the equipment after returning it. I was promised refunds for said equipment (I have it in writing), but never once was reimbursed. I got tired of the broken promises and decided to go to another *******. I was then told we would have a cancellation fee. After forwarding ***** an email that Expect Payment Solutions sent us, it states we do business month to month and there was no early termination fee. ***** would promise refunds, never getting them. Then when I would email him about them he acted with a big ego acting as though I was trying to rip him and his ******* off and asking "what do you think you're owed". How about the money I wasn't supposed to be charged??? Please, please, do not do business with these guys!!!!
  
  Since I am not able to reply to Expect Payment Solutions reply, I have edited my review to respond:
  
  In 2017, you may have lowered our rates, I'd have to do the math to be sure,but you charged us more for the equipment. When you resigned us, I have no idea if our rates lowered because we never received a statement from the new processor, which I told you via email. The quote sheet tells me nothing about our rates being lower. That is just a quote sheet, I do not know if that was actual or not as we never received a statement from the new processor. I sent that to BBB because you were telling me I'd have cancellation fees for terminating early. That was my proof stating we do not have early termination fees. I only contacted BBB because we were owed refunds for charges we should not have been charged, which you agreed and promised a refund back in April.Here it is July and we have never received that refund. As far as asking me what I feel I was owed was not due diligence. We discussed many times what we should be refunded. You keep blaming everything on the old processor and the old equipment lease, but you are the ones who chose to do business with those companies, not me. Take some accountability. I was told someone would call to set up the new equipment, that was never done. I was told you would send the info on getting the old equipment back to you, that was never done. I was told I would get refunded one month of equipment charges even though it should have been 2 months of equipment charges, that was not done. If only you would have stuck to your word and did as you promised I would not be writing this review,I would not have contacted BBB and I would not have switched companies. I hope you take this as a ****** learned.
  

  Customer Answer

  Date: 03/11/2024

  And, I am still waiting for a refund and this is not resolved as now ********************* Cascade Equipment is wanting more money and I am not sure the equipment has been received by the Riverside payments company. 

  Attached are a few of the emails. Many times when contacting PB payments we were hung up on once the person on the other end was met with questions and she was not gong to make a sale. This was conducted from several numbers resulting in the same response Hanging up on the caller. ****** at Merchant customer service assured me that the process would be resolved but never followed up and additional calls were required. 

  Ticket numbers (several) were provided with not resolve especially obtaining our refund. 

• Initial Complaint

  Date:02/13/2024

  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 use Riverside ********************************************* interchangeably as each handle different aspects of this deal. It can be confusing & I think that's by design. In December 2022, we switched our merchant service provider to Riverside Payments/PB Payments Group strictly because they promised substantial savings over our then current credit card processing company. We were paying the existing processor an effective rate of 5.03% (all-in) on our processing. PB Payments guaranteed (their words and I have that in writing) an effective rate of 2.9% (all-in). When I pointed out that I had an equipment lease with ongoing payments totaling $3386 payable over the following approximately 16 months with the current provider, PB agreed to pay that lease off & raise the guaranteed effective rate to 3.17%. The relationship with PB has been disastrous from the outset. The existing lease was never paid off so with the last payment due in about 2 months, I will have paid the prior processor the $3386. We began using PB in March 2023. Instead of the guaranteed 3.17%, we have paid an actual effective rate of approximately 6.6% for the 2023 year. Thats an overpayment of $6243. That amount coupled with the $3386 lease payments that we had to cover resulted in an overpayment of $9629. We also agreed to utilize PB Payments for a new business we were opening. The guaranteed (their words again) effective rate would be 2.9%. Since the new venue was under construction, we indicated in writing that we did not want their POS equipment shipped to us until we were much closer to opening. The equipment arrived the very next week and weve been charged for roughly seven months that it sat idle. The actual effective rate for the new operation was 24.7% with an estimated overpayment of $5245. The overpayment for both amounted to about $14,874. Not only is this amount substantially greater than what they had guaranteed, its substantially greater than what we would have paid the old processing company.

  Business Response

  Date: 03/04/2024

  *****,

   

  It does appear that **************** has reached out to you, I believe there may be some discrepancies in the math but we will make sure to get handled what needs to be handled for you so we are good moving forward.

• Initial Complaint

  Date:07/13/2023

  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.

  The Sales representative of Riverside Payments, *************************, had approached us and promised ** savings of $280/mo, and then ended up charging us the same fees, plus taking on more monthly fees compared to our existing processor. *** told us there was no contract, and now we are finding out that there is a $695 cancellation fee 3 year contract for the processing, and also $199/mo for a non-cancellable lease with cascade leasing. ****** did not tell us about any of these things, and mis-represented to us in order to coerce us to sign the paperwork. Even on the paperwork, the 199/mo is represented as a subscription plan, not a non cancellable lease. He dishonestly snuck all this in, and we haven't even opened up the equipment yet. We had a professional evaluate their quote, and the quote is misleading, and their lease represented as a subscription plan is also misleading. This company has very misleading sales tactics, and we need this to be taken cared of immediately.

  Business Response

  Date: 07/14/2023

  Thank you for contacting us so we may address your concerns and get a resolution to your business! 

  Reviewing the notes, you have not installed your system to see the savings promised with PB Payments. When signing for services, your overall savings includes the equipment package of $199 you listed in the details below. The total price with PB Payments is compared side by side with what your paid previously & was covered in detail at the time of signing. We would like the opportunity to prove this agreement is a benefit to your business, a representative with be contacting you shortly to go over your concerns verbally and prove that we are able to beat the competitor quote you provided. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20317424
  
  I am rejecting this response because I had a professional analysis, and riverside put us on the same program as we had with our previous company.   So no, we don't need to give a dishonest company more chances.   We need for the account to be closed.  We were never told about this lease that was misrepresented as a subscription fee.   This was a dishonest sales tactic, and we won't be moving forward with a company that employs these types of sales tactics.   We were never told about the contract either, for the 695 termination fee, why would we move foward into something like that?   We need this account cancelled, and the lease cancelled, and the equipment to be returned.  The lease is already overpriced, as these machines can be bought for about ****, and the lease is making us to pay $9552.   This is way overpriced, and we were being deceived in the first place.    We will not be coming back, we need this to be corrected by cancelling without termination fee, and also the lease to be cancelled with no effect to our credit score.  Needs to be chargebacked, the lease I mean. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/26/2023

  Mr. *** Complaint ID: ********
  
  Hello, 
                  We initially didnt accept the response of the case on the companys response.  However, they have agreed to buy back the lease as you can see below.   Thank you so much BBB!    Please change our response to accepted of the complaint.  Or..  Is there a way to remove the review all in all?  If so, can you do that?  If not, then just change to accepted. 
  
  I am writing this as an interpreter for Mr. ********************** he will send a separate email giving permission for me to speak on his behalf.   Thank you so much! 
  

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Opened a POS account with riverside payments Inc. Made sure to remove the non cancellation clause and was immediately charged 3 times the agreed amount without even using the account yet. No explanation from Riverside and the overcharges which are still occurring to this day.

  Business Response

  Date: 02/21/2023

  Hello,

  
  The customer support team has been in contact with you numerous times and have given explanations of the charges. The account shows that refunds have been submitted to your account. There is no ticket requesting cancellation, nor have we received a cancellation letter. The processing and equipment agreements were signed, the equipment was accepted and installed in December, 2022. Please contact PB Payments for further details: ***************************************
  
  Thank you

  Riverside Payments
  ************
  
  

  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19415498
  
  I am rejecting this response because:

  I have attached the agreement and 6 different withdrawals from my account from 4 different accounts totaling $348.25. The info you posted up were just emails about initial account setup. Now that a complaint was filled the company has been in touch about overcharges.
  
  Sincerely,
  
  Rubicon ****

  Customer Answer

  Date: 03/03/2023

  They responded and asked for copys of billed invoices for refund, but i have not recieved any refunds as of 3/3/23.

  Business Response

  Date: 03/09/2023

  Hello,
  
  Looking at the account refunds of $53 (11/28/23) and $25 (12/16/23) have been submitted to your processing account. These refunds are shown on the January 2023 processing statement. If there are more fees in question, please call our Customer Support Team to discuss the account in further detail. We will be happy to assist you.
  
  Thank you,
  Riverside Payments
  ************
  
  

  Business Response

  Date: 11/14/2023

  ****,

  I am sorry that you had a bad experience and that you feel you were overcharged.

  According to our notes, you were issued refunds in the amount of $458.10 and the account is showing as closed.  If you are still experiencing fees from us, please let me know and we can look into it further.

  As for the savings, I do believe had you given us a full month versus 5 days you would have seen the savings as we did make immediate adjustments to make sure the savings was in place.

  I wish you the best of luck in your future endeavors and thank you for the opportunity to earn you business.

• Initial Complaint

  Date:02/09/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 PB Payments with a contingency that it is only a valid contract if they could integrate fully with our POS system. They were not able to do so and they have taken direct payments out of our account for months. They are charging us for equipment we never used and has been returned as well as services we never received. On December 7th I received an email that I would see no further charges and I would be reimbursed for the charges that they had already taken. They took money out of our account again in January. I have called and emailed multiple people with no response at all. The amount they have taken as of 02/09/2023 is $4076.39. We have opened a fraud case at our bank against PB Payments.

  Business Response

  Date: 02/23/2023

  We're sorry to hear that you've had a negative experience with PB Payments. We understand that this must be incredibly frustrating, and we apologize for any inconvenience that this may have caused you.
  
  We take these issues very seriously, and we want to assure you that we're doing everything we can to investigate this matter and make things right. Our team has been alerted to the situation and we're working to resolve it as quickly as possible.
  
  We will be in touch with you shortly to discuss the issue in more detail and work towards a resolution. Please know that we value your business and take your concerns seriously.
  
  Thank you for bringing this to our attention, and we look forward to working with you to resolve this matter.

  Customer Answer

  Date: 03/01/2023

   
  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.
  
  ***********************************************

  Customer Answer

  Date: 03/27/2023

  Good afternoon, 
        Thank you so much for your help. PB Payments has not reached out to me or made any effort to resolve the issues that were in my complaint. They have continued to direct debit out of our account. The total as of today is $4519.21. I would like to reopen this case so we can get this resolved as soon as possible. Please let me know if there is anything else you need from me. 
  Kind regards, 
  ***********************
  The Chop Shop
  ************
  www.chopshopgrocer.com
  

  
  

  Business Response

  Date: 04/11/2023

  To the best of my knowledge, you should be seeing a refund shortly, paperwork has been submitted.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19327804
  
  I am rejecting this response because:

  I have been promised a refund since December. I would like to have a specific date that we will receive a refund, how much the refund will be and in what way will it be paid to **? Check/direct deposit etc. 
  
  **********************************************