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:11/20/2024

  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.

  Im writing to share our experience with Thrive Payments in the hope of resolving an issue weve had. Were a small, family-run business just starting out, and unfortunately, this partnership didnt work out the way we had hoped.We signed a 3-year contract with Thrive Payments after being referred by a trusted connection who works with them. We were assured it would be a great fit for our business, even as a startup, and we took that advice in good ******** soon as we tried to get started, we ran into constant access issues that made it really difficult to use the service. We reached out several times to fix this, but those problems took up most of the 1st month and left us frustrated.After we finally got things moving, we sat down with our bookkeeper and realized Thrive wasnt compatible with our current setup. The system requires manual entry and doesnt integrate with QuickBooks. This wasnt clear to us during the sales process, and if we had known, we wouldnt have signed up in the first place.After just 35 days, we realized Thrive wasnt the right solution for us and asked to end the contract. By this point, we hadnt even been able to fully use the service. However, we were told *** have to pay a $350 early termination feelater reduced to $******* already paid setup fees and monthly fees, even though we couldnt properly access the service. The termination fee felt unfair, especially since we sought to end the contract so quickly and hadnt fully used it. We feel the service was oversold to us as a good fit when it clearly wasnt.When we shared these concerns, we felt our issues were dismissed rather than resolved. The response felt rigid and didnt acknowledge the challenges we had faced, which was **************** a small business, we trusted Thrive Payments and were hopeful this would be a great solution. Unfortunately, its been more of a burden than a help. Wed really appreciate the BBBs help.

  Business Response

  Date: 11/25/2024

  On September 2, 2024, you contacted Thrive Payments actively seeking merchant services for your business. During the initial consultation on September *******, our Sales and Program Manager (Manager) discussed the entirety of the process from sign up, to fees, to onboarding and beyond. After indicating that your business is in its infancy, our Manager presented a variety of options and solutions for you to consider up to and including the option to pause the conversation until additional customers signed up for your services. The latter option was not something you wanted to entertain as you expressed a desire to have this facet of your business in place and ready for new customers;therefore, we moved forward with a complete step by step review, and full execution by you on September 20, 2024, of the Merchant Processing Application and Agreement and Program Guide (collectively, the **** which is inclusive of pricing and all terms and conditions relative to the accepting and processing of card payments for your business. The *** clearly and explicitly states all fees in a line-by-line format along with any applicable payment schedule (i.e.monthly, per item, annually, etc.). Further both documents encompassed in the term *** include conspicuous provisions relative to the term of the agreement and the Early Termination Fee.
  
  As you have noted in your complaint, the initial term of the *** is three (3)years and in accordance with the applicable section of the *** immediately adjacent to your initialing it states as follows: if you terminate this Agreement before the end of the then current term or otherwise stop processing your transactions with us, you will be charged this Early Termination Fee -which is clearly denoted as being $350. Moreover, Section 27.2 of the Program Guide expressly disclaims any and all representations or warranties, express or implied, regarding the services, namely their suitability and fitness for a particular purpose, thus, Thrive Payments under no circumstance guarantees or would guarantee that the solutions and services sold to you would meet your needs. At no point were you required to engage with us for merchant services and the due diligence, or lack thereof, into your current arrangements is not an obligation of Thrive Payments. It is important to also note that your complaint alludes to the allegation that Thrive Payments was non-responsive or difficult to work with regarding the setup of your account; however, we have documented that on the following occasions we attempted to reach you and either failed to make contact or you requested to reschedule:
  
  September 23, 2024 - account ready for processing, Service Team reached out to schedule Welcome Call
  September 30, 2024 Welcome Call focused on login and training (rescheduled from September 27, 2024 per your request)
  October 7, **************************************************************************** and our team responded on the same day with updated credentials.
  October 14, 2024 & October 23, 2024 Two follow up attempts were made to contact you by the Service Team to ensure login success and satisfaction; however, you failed to respond on both occasions.
  
  It is disappointing to read that you believed that our response to you felt rigid and didnt acknowledge the challenges [you] faced. As a family run company for over ************************************************************************************************************************ that same spirit,we not only waived your first months fees (approximately $30), we also reduced your contractually obligated Early Termination Fee by $125 to offset the application fee associated with opening your account. It is unclear to us where your requested $450 figure is coming from given the entirety of the fees paid by you in the lifetime of your account only amounted to $374.95 (actual amounts owed to Thrive Payments by you totaled: $559.95).
  
  Thrive Payments values the relationship it cultivates with its clients each of which is built on a foundation of transparency, fairness, and honest communication.While it is unfortunate that this partnership was unsuccessful, we maintain that we stayed true to our mission and provided flexibility and understanding.We apologize for the frustration you have experienced and thank you for your valued feedback. Should you wish to discuss this further, please contact us directly at **************.

  Customer Answer

  Date: 11/25/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. Where there are many errors in their response, and not full-truths listed, I feel it is not worth the extra stress and time to continue this any further, especially as I wasn't writing in hopes of a refund. I was writing in hopes that that doesn't happen to anyone else.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

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