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:04/29/2024

  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 began business with Velocity in 2019 I believe using their credit card processing equipment and services. About 9 months-1 year in to my relationship with them, they switched out my equipment. I wasnt given a choice, they just came in and gave me a new POS machine. In August of 2022 I lost my job and needed to end my contract and return said equipment. Initially my contact set up a phone call to determine why I needed to cancel. 5 minutes before that call, she canceled our meeting and it has been me chasing them down ever since. I called and emailed multiple people at the company asking for help. I submitted a help inquiry on their website. I have tried resolving this for almost 2 years and dozens of calls and emails later. They told me my account was finally cancelled in January 2023 yet they continued to charge me monthly. In August of ********************************************************************************** follow-up I put a stop payment on the 2 transactions they were continuing to charger monthly, one for $54.95 and the other for $116.95. As soon as I did this, I started getting calls from a separate company, ***************** whom to my knowledge is never done business with and didnt know why they were calling but they were demanding payment. It then took me Months and multiple phone calls to figure out what was actually going on. The $54.95 was the charge for the original equipment they never stoped charging me for. The other was a lease sold to a third party than has now sent creditors after me demanding payment. I have tried to resolve this issue with velocity for almost 2 years and they wont refund me the money they erroneously charged me and by the time I figured out what was really happening my credit is being threatened. The amount listed below is what they have charged me in error.

  Business Response

  Date: 04/26/2024

  They are not a customer of VBS and put a compliant against the wrong company. 

  Business Response

  Date: 04/30/2024

  ******** initially signed up in November of 2019 for a processing account. At which time she signed a 3 year agreement with VelocityLLC and a 48 month agreement with a separate leasing company. ******** then signed a new 48 month agreement because she wanted different equipment in November of 2020. ******** had sent in an email around Sept 23rd, 2022 to cancel, for the following reason "I am cancelling because I have found a better rate and there were too many hidden fees associated with your service despite the fact that we have a meet or beat guarantee and we would have matched her new alleged rate and fee structure if she asked. We later learned that none of this was true and she actually wanted to cancel because she had lost her job, referenced in an email from her on September 23, 2022. Both our customer support and retention departments have been in contact with the merchant numerous times. We had sent the merchant a cancel packet to the email we have on file 2-3 times at which she stated in an email "As soon as I complain they magically show up." The cancel packet was never filled out, signed and sent back to Velocity LLC. The amounts in question are from both leases the merchant had signed for and it states they are non-cancellable. We have released her from any cancel fees she agreed to from the agreement she signed with Velocity LLC in an effort to please her.

  Customer Answer

  Date: 05/16/2024

  Hello,
  
  I wanted to pass along that I ended up paying off the creditors that were after me in the total of $1,089.00 so this amount should be added to the total amount Velocity owes me.
  
  Let me know if you have any further questions,
  
  Thanks,
  *********************************
  ************
  

  
  

  Business Response

  Date: 05/17/2024

  It's great news that you have successfully resolved your payment with the third-party company for the leased equipment. Just to clarify, we want to make it clear that we were not the creditor in this situation, which means we cannot be held responsible for any issues related to your unpaid bill

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21621507
  
  I am rejecting this response because:
  

  1. I never asked for a new piece of equipment. They contacted me unsolicited and told me they were switching out my equipment about a year into my contract with them. At that time they should have voided the lease that was with the original piece of equipment that they remove without my asking. There is no reason I should have been paying continuously for a piece of equipment that they took away their own accord. 
  

  2. I never lied about the reason I wanted to cancel. Both statements were true. I did lose my job at Sugar Sugar, and when I moved out on my own, I was looking for better options that would save me money, which I did find. So both are true. Regardless of the reason I needed to cancel, should not be contingent on if they were going to hold my request or not.

  3. I have attempted to contact them dozens and dozens of time by both email and phone, and I was never really treated with respect or consideration. In the last year, no one has responded to me in entirety. If that was the case, I would have realized what was going on two years ago and we wouldnt be where we are today. I was very patient very persistent and gave them every opportunity to help me solve this problem and the statement they provided you was actually the first time anyone has ever responded to me with anything besides either disrespect or sheer neglect in two years.
  

  4. I only think it is fair that they refund the amount they continued to charge me erroneously from the equipment that they removed and did not cancel the lease. That would be the minimum however I believe I am due more for the pain and suffering I have endured along with the damage to my credit. If they had just taken the time to talk to me, my credit wouldnt have been harmed. It wasnt until January of this year that a customer service agent actually told me what was going on partially, She, however, could not help me remedy this situation and pass me onto a manager. Supposedly I was passed on to a manager multiple times, but no manager ever responded to me until through this forum.

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

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising 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.

  Our company elected to use velocity to help reach possible guests through the use of hotel key cards. We signed a contract to have them distributed during the months of November-April. We track all of our leads and by mid January had none from this advertisement. Somewhat odd since we host around ****** guests a year. We investigated the hotels that were supposed to carry our cards and they were not in circulation. After 10+ phones calls with ZERO phone calls back I finally got some answers. Apparently someone quit with the company and our account was neglected. We were promised the problem would be immediately fixed and our advertisement would be out as soon as possible. A month later goes by and we stop by the hotels again. Again they had no key cards and had not received any new shipment. At this point I felt we are entitled to a full refund but as a business owner I didnt ask for that. I asked for the 3 months of services that were NOT rendered to be refunded. I spoke with ***** extensively about what they continued to do wrong. Not returning a single phone call, not being prompt to fix the issues and not providing services promised. He spoke with the owner **** about our situation and instead of a compromising solution they dictated to me what they would do. Their solution was to extend our advertising into our off season when there are no tourist around and that there was NO WAY we were going to receive any sort of refund. I told him that we elected for that particular 6 month stretch for a reason. At this point I could care less if they continue to supply out product to these hotels. Partly because Im not going back to check anymore if they even have them or if they ever received them in the first place. This company deserves to be reported because of its inability to preform basic customer service and provide the services they promised. THIS IS A SCAM and they had the audacity to email me back to charge me another $3000 for another 6 months of nothing.

  Business Response

  Date: 05/09/2023

  We apologize you're not satisfied with your experience with Velocity. We printed for for two hotels in the month of November, so you in fact did get your monies worth.  We did a second print run in the month of March. We spent the money you invested on the your print runs, so how can you ask for a refund for money spent on your advertising? A Scam is when you pay for something and do not receive anything in return, that is not what happened here. Our compromise was to give you more services for free, we apologize that that was not acceptable for you. Also per you agreement, we can not force the hotels to use your key cards. Your account has not been neglected, in fact we are still here to help and try to resolve your issues. 

  Sincerely,

  ***********************;

• Initial Complaint

  Date:01/05/2023

  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.

  I've had an overall positive experience with Velocity. However, about a year ago they told me my old contract was up and I could enter into a new contract with updated equipment. I extended my contract with them and the new machines. They told me we would need to buy out my old equipment contract which they said they would pay for. They sent me return shipping labels and we sent back the equipment last year. I then emailed a request for a buyout and received no response. I have continued to get charged $854.81 every month since. After several months of nothing changing I requested a buyout again. The company that leases the equipment responded back that they had never received the returned equipment. I've been through at least 3-4 different agents working on this and just as I feel they're making progress they're no longer with the company and sort of pass me on to the next person and I start over again. The last agent I talked to told me my equipment inexplicably got shipped to the wrong address.

  Business Response

  Date: 01/09/2023

  Thank you ************** for bringing this to our attention. I am glad you have had a good experience with our company this far. We are looking forward to signing up your new business. We will handle closing out your old lease and trying to get credit from the leasing company.