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:03/08/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a small retail store on Maui ******. I was using Square when **** from Valued Merchant Services came and told me that they can offer me better rates than Square. He assured me that there's no hidden fees...etc. He gave me a breakdown of how I will be saving money by using their service, so I switched to Clover from Square. However he never showed me this page (picture attached) when I signed the contract. He misrepresented the information. 2 years later, I came to find out they had been charging all types of fees such as Minimum Processing Fee$5, Statement Fee $15, PCI Non-compliance Fee $29.95, PCI Annual Fee $119, Annual Fee Security Bundle $269...etc. For PCI Non-compliance fee I was charged $29.95/month from June 2022-Feb 2023. It went up to $49.99/month from March 2023 to November 2023. It went up again to $99.99/month from Dec 2023 and I switched to different processor on February 2024. I believe I ended up overpaying about $3500-$4000 because I switched to their service. As you can see on my statement (photo attached), My fee is about 4.8% of my total sales in December 2023. I asked other vendors around me, and they also use Clover but they don't have any fees that I got because they signed up with different merchant service (Gravity).I spoke to the owner *****. He explained to me about non PCI compliance fee. My point of view is that if it was easy and quick to become a compliant I wish they let all their merchants know about this fee when anyone sign the contract with them and send a email/reminder to do so if they haven't. I'm hoping no one else has to go through this. I wish they let all their merchants know there are errors because there are fees that merchants are not supposed to be charged. From the message (picture attached) between **** and his supervisor, you can tell his supervisor knew about error, but never let any of their merchants know about it.

  Customer Answer

  Date: 04/03/2024

  Hi ******, 
  
  Thank you for replying to my message.
  Yes, the matter has been solved between me and the company (Valued Merchant Services). Actually, the co-founder reached me and he refunded me the amount I requested. Therefore, I wanted to remove the review I posted.
  
  Please let me know what I need to do to remove my review and complaint.
  
  Thank you,
  
  Yuji