Complaints

This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Shift4

  3501 Corporate Pkwy Center Valley, PA 18034-8232

  
• 

  Shift4

  1491 Center Crossing Rd Las Vegas, NV 89144-7047

• 

  Shift 4

  1737 N Main Street Ext Butler, PA 16001-1327

• 

  Shift4 Payments

  1551 Hillshire Dr Las Vegas, NV 89134-6321

  

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:07/28/2023

  Type:Customer Service 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.

  The business kept our sales in the cloud and we have still not recovered all of our money. Customer service is awful and will keep you on hold for hours and still won't put a supervisor on the phone. I am asking for the balance due to my company, *** **** #*** and to terminate services with Shift4 payments.

  

  Business Response

  Date: 08/08/2023

  Hi *******,

  I thank you for this opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach our team directly via [email protected] or ******************.
  
  Thank you,
  *******************

• Initial Complaint

  Date:07/28/2023

  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 have tried to cancel service with them, they send me to their retention team, who keep me on the phone for close to an hour, then tell me it is taken care of, and they don't act on the cancellation request. They continue to charge me monthly fees, and have not provided an RMA label for me to return their credit card processing machines.

  

  Business Response

  Date: 08/08/2023

  Hi ***,

  I thank you for this opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to reach our team directly via [email protected] or ******************.

  Thank you,

  *******************

• Initial Complaint

  Date:07/21/2023

  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.

  The company refuses to give me compensation for the mistake they made with a transaction. They are the company my business uses to use **** cards but recently their device gave us an error. We naturally contact them and they say it’s an error with a transaction and we should void it. We asked for another solution not wanting to lose money so he gives us a solution that likely won’t work. Then he tells us every transaction made after that one wasn’t approved either. But our system tells us approved and cleared. They aren’t cooperating with us at all and every solution ends in our loss as a business.

  

  Business Response

  Date: 07/27/2023

  Hi *****,

  I thank you for the opportunity to assist you. I will review everything and reach out to you. In the meantime, please contact our team directly for expedient service via [email protected] or ******************.

  Thank you,

  *****************************************

• Initial Complaint

  Date:07/05/2023

  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 had two websites with this company to sell 2 different types of products. After having a baby I took a step back from my small businesses. Eventually, I received two emails from shift4shop for each of my shops with them stating if I do not log on, they will delete my shops. I received this email May 4, 2023 at 2:40am. I logged in to both shops later that day and thought everything was fine. I tried to log into one of my shops again on June 22 and found out THEY DELETED ONE OF MY SHOPS. with no warning. keep in mind both shops had NO monthly fee, just a transaction fee. now in order to get my shop they wrongfully deleted reactivated they are trying to charge me a $29 a month fee telling me the free plan doesn't exist anymore meanwhile my other shop still has it.

  

  Business Response

  Date: 07/07/2023

  Hi ********,

  I thank you for the opportunity to assist you. Please allow me a chance to review everything and I will reach out to you. In the meantime, please feel free to contact us directly via [email protected] or ******************.
  

  Thank you,

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

  Customer Answer

  Date: 07/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: company already reached out last week 7/10 and did not resolve any issue. Contradicted themselves many times. 
  
  Regards,
  
  *******************************
  

  Customer Answer

  Date: 07/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: company already reached out last week 7/10 and did not resolve any issue. Contradicted themselves many times. 
  
  Regards,
  
  *******************************
  

  

  Business Response

  Date: 08/14/2023

  Hi ********,

  I thank you for the opportunity to speak with you last month on 6/10. As you are aware, since your account went inactive and disabled, you were given the correct information if you are interested in opening a new account. Please feel free to contact us directly should you have any remaining questions via [email protected] or ****************** since this is not the best way to address your needs. 

  Thank you,

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

  Customer Answer

  Date: 09/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they are giving options that require them to be paid by me but have not fixed their mess up in the first place. Shady business. Also *********** is extremely rude 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/05/2023

  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'm ************* the owner of **************** ****** *** ***** restaurant We have been shift4 customer(formerly Harbor touch) for 10 years, Unfortunately we lose our lease after 10 years lease expires, we closed our restaurant on April, 29 2023 , we call shift 4 before we shutdown our restaurant, but they keep delaying response, finally I got their response few weeks later, the saying I have automatic renewal, which I don’t even know we have, because they didn’t notify that was auto renewal every year , they try to say the term will be end by this year Aug 19 2023 , and force me to sign a agreement for the end of renewal, which is including a lot extra payments in order for their equipment and POS to be return to their company, in meanwhile, they keep charging me POS system fee and transaction fee which I don’t use it at all, and this couple months they charge me 595.83, which the original fee is 353. For the fee of POS That was 240 more than I used the service, I call them so many time for getting RMA label for equipment,they saying they will , but they never did , I already told them , I been their loyal customer for over 10 years, but this time not even is our fault, because we don’t lose our lease , I almost lose everything, but till then they never call us back and keep charging us , like other companies if we are telling them we going out of business, they will let us leave without any problem, thank you very much for your help 

  

  Business Response

  Date: 07/07/2023

  Hi ****,

  I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you so we can discuss. In the meantime, please feel free to reach our team via [email protected] or 888-276-2108 x7525 for expedient service. 
  
  Thank you,

  *******************

  Customer Answer

  Date: 07/20/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **************** ****** *** *****
  

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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.

  Shift 4 bought out a credit card company I was doing business with for 5 years. I closed down the business 9/30/22 due to Covid. I called and canceled my service with Shift 4. They have been billing my account every month for $123. I called back 10/23 , 12/23 each time I was told this would be handled. It never was . In February 2033 I was told they was going to email me a cancellation form. Sign it an send it back. I signed it emailed it back. Now I am told my contract says it will not cancel until 10/23 and I will be billed every month. I never signed an agreement with Shift 4 . They bought out the company I was doing business with. They have repeatedly lied to me and now saying I have to pay an additional year because my contract automatically renews for 2 year and I did not give the a 30 day notice in time before renewal. Shift 4 wants me to pay for an entire year after my business is closed Please help me . I have exhausted. My options to the point I had to take all the money out of bank account and just let the payment bounce. ###-###-#### this is so unfair

  

  Business Response

  Date: 06/23/2023

  Hi *****,

  I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to contact me via [email protected] or ******************.
  
  Thank you,
  *******************
  Legal Support Administrator
  Shift4
  ******************

• Initial Complaint

  Date:06/20/2023

  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 called to cancel services on July 1st, 2022, was told they would email the form. We had to keep calling and still never got the cancellation form until November 2022. We have not used their services since June 2022, all fees were paid in full when we switched companies. We are know still receiving bills for a monthly charge even though the account is cancelled because they refused to cancel it before renewing the contract. We are also receiving harassing emails that we owe them money. We do not owe this company any money or anything else. We want the charges and harassing emails to stop immediately.

  

  Business Response

  Date: 06/23/2023

  Hi ******,

  I thank you for the opportunity to assist you. Please allow me an opportunity to review everything and I will reach out to you. In the meantime, please feel free to contact me via [email protected] or or ******************.
  
  Thank you,
  *******************
  Legal Support Administrator
  Shift4
  ******************

• Initial Complaint

  Date:06/20/2023

  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.

  Credit card processor continued to charge for services that were no longer being provided. We requested the cancellation of our account in November of 2022, and they have yet to do so. We have spent hours of time on hold (getting "disconnected"), and sending emails, and nothing seems to get through to them. They continue to send us collection notices for services that we haven't used since November.

  

  Business Response

  Date: 06/23/2023

  Hi ****,

  We thank you for brining this to our attention. I see that your account has already been closed prematurely as a courtesy for you. Your end of term was 1/9/24. That said, you are responsible for typical billing up until the acocunt was closed on 6/15/23. You can contact our Collections Department to make payment arranges via ************.

  Thank you,

  *******************
  Legal Support Administrator
  Shift4
  ******************
  

  Customer Answer

  Date: 07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. We requested that our account be closed in November of 2022

  2. Shift4 made no attempt to work with us on closing the account at that time

  3. We will not be paying anything due to Shift4's negligence, lack of attention, and a proven history of poor business practices.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/21/2023

  Hi ****,
  
  1. We requested that our account be closed in November of 2022. As per executed agreement you are responsible for fees until 6/15/23.
  
  2. Shift4 made no attempt to work with us on closing the account at that time. As per your agreement, you can send a formal notice (signed on company letterhead) to close account with 30-days notice prior to renew, In this case, we provided you with a cancelation form to help with the process, as per your request on 4/14/23 and was not executed by you until 6/1/23. The account was closed on 6/15/23.
  
  3. We will not be paying anything due to Shift4's negligence, lack of attention, and a proven history of poor business practices. If you are referring to items #1 and #2 above then please see response. If you meant something else, then please provide information that supports this claim to [email protected] for additional consideration. Otherwise, previous fees are valid and you will need to address your past due balance.
  
  Please feel free to contact our team directly for expedient service via [email protected] or ******************.
  
  Thank you,
  
  *******************
  Legal Support Administrator
  Shift4
  ******************

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair 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 have used this product in our business almost a year . It has been going down at least 4 times a month . We recently got their attention to come out and possibly to finally fix it . We were hesitant because last time they broke our security system . We did not say no or yes on the phone to them about the team coming out for a site visit. ********************* then purposefully lied in an email saying we are resisting and blaming us for their product lacking in efficiency. This blatant lying and twisting of the truth is poor business practicing and fair dealings. We have lost a lot of money and time trying to cope with their poor customer service and lake of care about our ability to make money at the same time they are making money off of us the whole time .

  

  Business Response

  Date: 06/22/2023

  Hi ********,
  
  As you are aware, we have been addressing this concern with your attorney as request and I am not sure when you filed this concern.I will reach out to your attorney again and make sure that he has been in contact with you. In the meantime, please feel free to reach out to our team directly since we are assisting you with this concern.
  
  Thank you.
  *******************
  Legal Support Administrator
  Shift4
  ******************
  **********************************************

  Customer Answer

  Date: 07/24/2023

  Shift 4 had not been transparent with what they are receiving in revenues from our business when asked . They keep blaming employees for the system constantly going down and not taking responsibility for anything. We would like to keep pursuing this complaint until they tell us exactly what they have received in payments from us and stop being retaliatory by not letting our employees call tech support . 
  Also we would like all documents concerning all agreements that shift 4 has concerning masons bar and grill . 

  

  Business Response

  Date: 07/24/2023

  Hi ********,

  As you are aware, we have been onsite and it has been determined that the additional non-SHift4 equipment will need to be removed from what is to be a dedicated line for credit card processing. I have also maintained contact with your attorney who has advised me that you are to be speaking with him and not placing online complaints. Please reach out to Scott and then our team if you have any remaining questions via [email protected] or ###-###-####.
  

  Thank you,
  

  ***** ****

  Customer Answer

  Date: 07/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Our attorney never said anything about us not submitting any complaint anywhere. This is more lies from this company . The company was put to investigate the problem and the tech admitted in front of three witnesses that their company's Installation was the problem and that's why we have suffered for the last year. Furthermore , our attorney did say he reached out to shift 4 about an official report of the inspection and they have yet to respond to him. 
  This response by shift 4 to this complaint is a prime example how they have been dishonest and deceiving for the last year. Completely unacceptable . 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  Date:06/08/2023

  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 closed my account with Shift 4 because my equipment was always failing. On their website it says no early termination fee. Even though I no longer have used them since March 24th 2023, they are continuing to bill me every month $55. They are saying because my contract isn’t up until October 2023. I have called and talked to them many times but they refuse to budge. I think this kind of business is fishy and unfair.

  

  Business Response

  Date: 06/08/2023

  Hi *******,

  I thank you for the opportunity to assist you. Your executed agreements contain when your end of term is. I am only able to locate one support concern which was swapped for you so I am not sure what you mean by "always failing." Also, your executed cancellation form indicates your end of term which is 10/27/23 so fees are valid. That said, I would like an opportunity to speak with you directly so I will reach out to you. In the meantime, please feel free to call me via ******************.  

  Thank you, 

  *******************
  Legal Support Administrator
  Shift4
  ******************