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:02/02/2023

  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.

  On September 9, 2019 I signed into contract with *** for the use and support with ********* and Shift4 Processing. This was stated as a three year contract. For the next three years we had nothing but POS issues, credit card processing issues and customer support issues. When my contract was finally up, I attempted to move on to a new POS company. I attempted to cancel my services with *** and Shift4. Three months later I was still getting charged processing fees. Several phone calls later, and several customer service agents later I was informed that during COVID they moved their contracts to one year with Auto Renewal built in. When I asked if I was ever notified of this change, they informed me I could find the information on their website? They could not produce a signed contract from me signing.

  

  Business Response

  Date: 02/03/2023

  Hi ****,
  
  I thank you for allowing me an opportunity to assist you. Unfortunately, the owner of this account has not approved you to be able to address. I will reach out to the owner and see what can be accomplished. In the meantime, please feel free to let the owner know that they can contact me directly at ****************** if they prefer.
  
  Thank you,
  *******************
  Legal Support
  Shift4
  ****************** | eFax ************
  *********************************************. | *********, ** *****
  **********************************************

  Customer Answer

  Date: 03/03/2023

  [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 been contacted by the business in reference to complaint ID ********, and they have offered a resolution that is satisfactory to me. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:01/31/2023

  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.

  This complaint is about Shift4 Payments, with headquarters in ************, on behalf a customer of **********************, namely, **** ***** LLC dba ***************, a business in ***********, **. Shift4 provides point of sale equipment and payment processing services and charges a monthly fee. For many months our business has attempted to get support for a non-functional point of sale system, to terminate service, to get a refund on unearned monthly service charges, and to return non-functioning equipment for a refund of an equipment charge. Shift4 has refused to render service or any refunds. The "straw that broke the camel's back" was their recent refusal to issue a refund of an equipment charge, because we did not return an item of equipment no longer in our possession because their authorized service technician "stole" the item of equipment, (in reality, the technician returned to his shop with the older item of equipment) which they admit. Shift4's practices are misleading, deceptive and unfair. Please see uploaded documents.

  

  Business Response

  Date: 02/02/2023

  Hi *******,
  
  I thank you for brining this concern to our attention. Unfortunately, the owner of this account has not authorized you to be able to address. That being said, I will look into everything that you have mentioned and will reach out to the owner to see what can be accomplished.
  
  

  Thank you,
  
  *******************
  Legal Support
  Shift4
  Powering the top brands in POS technology
  ****************** | efax ************
  ****************************************************************************
  **********************************************

  Customer Answer

  Date: 02/24/2023

  [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:
  

  Your response suggests, "(T)he owner of this account has not authorized you to be able to address."

  This is false and misleading, and typical of your organization's unacceptable customer service.

  First, your organization has been dealing with me for over a year on this complaint without the slightest suggestion that I lack authority to address the issues I have set forth.

  Second, if I don't have the authority, then, who does?  As I have explained and documented, the complaint is brought on behalf of **** ***** LLC, dba ***************, your customer, the sole member of which was *************************, who passed away in 2021, and of whose estate I am executor.  I have full authority to act on behalf of his estate.

  Third, I have full authority to make this complaint, as I am the registered agent of **** ***** LLC as per the records of the ********* Secretary of State.

  My conclusion is that your response is, at best, inadequately researched, and at worst, interposed purely for delay, symptomatic of your unethical business practices.
  

  I look forward to a more ethical and responsive handling of my complaint, although I am not holding my breath.

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

  
  

  

  Business Response

  Date: 04/24/2023

  Hi *******, 

  I thank you for bringing this concern to our attention. Unfortunately, the owner of this account has not authorized you to be able to address. That being said, we have tried to reach the owner of this account and have been unsuccessful. I am sorry to hear of his passing. We can certainly assist with this but will need a copy of his death certificate which was not attached. There has not been anyone who has come forward to provide this information so the account can be addressed accordingly. This is not the correct manner to address the loss of a person so please provide a copy of the death certificate, along with any other supporting documentation to ********************************************** so we can review and see what can be accomplished.
  

  
  Thank you,
  ***********************
  Legal Operations Manager
  Shift4
  ****************** | eFax ************
  *******************************************************************************
  **********************************************

• Initial Complaint

  Date:01/31/2023

  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.

  Ticket number# ******* Someone made a typo and I am left trying to fix a problem made via Shift4...I have no idea what the person was reading when they put the wrong name on my Shift4-issued 1099. I submitted documents showing the error is due to Shift4 and the correct information is in your possession. I am so frustrated with calling in and being placed on hold and being told something different by each person I speak with. The customer service rep I spoke with on 1/23/2023 said the problem would be corrected. I received an email from ******* 5 days later stating otherwise. Today I asked to speak with a supervisor and was told that the supervisor, ******************* refused to talk with me. I would greatly appreciate a response from someone who will take the time to look into this.

  

  Business Response

  Date: 02/02/2023

  Hi ***,
  
  I thank you for the opportunity to assist you with this concern. I will look into everything that you have mentioned and will reach out to you directly.
  
  

  Thank you,
  
  *******************
  Legal Support
  Shift4
  Powering the top brands in POS technology
  ****************** | efax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:01/24/2023

  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 not received our deposit for our credit card processing in now 5 days. Calls to customer service are simply passed around and placed on extended holds with no assistance. Attempts to use the online support has chat agents simply disconnect from the chat. Our sales agent who sold us the POS system continues to blame other departments and promise to send tickets to others to assist. We have no assistance, answers, or funding deposits. What Shift4 promised on the sale of the system to us has not been provided and their sales pitch is a bait and switch as we have had nothing but issues with the system and Shift4 since install and set up and now they are holding our money and earning interest on it and failing to deposit it to us in a timely manner.

  

  Business Response

  Date: 01/25/2023

  Hi *****,

  I thank you for this information. I am not sure when you filed this complaint but was able to be completed on 1/24/23. As a reminder, this was able to be accomplished once you provided the missing items to complete your account approval process.   We thank you for providing this information yesterday and the funds have already been released. You can expect them as per your current funding time. Thank you again for providing this information.

  Please remember to provide an updated W9 as instructed on 1/24/23 to avoid any additional IRS concerns.

  Do not hesitate to contact us directly at ****************** should you have any additional questions or if I can be of further service.

  Thank you,

  *******************
  Legal Support
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]

  Customer Answer

  Date: 01/26/2023

  [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:  Shift4 has still not payed funds owed even after being promised they would within 48 hours.  It is over 48 hours and they still haven’t paid and are now claiming it will be another “24-48 hours “ before payment is made.   Shift4 has stalled for a week (7 calendar days) and each inquiry regarding where our money is has been met with a new reason for the delay and a new promise for payment with “24-48 hours “.  It is one excuse after another from them.

  Shift4 is not only engaging in bait and switch tactics for the sale of their systems they are actively engaging in fraudulent activity to hold funds beyond their promised time line for payments.  We still have not received our funds due to us from last Thursday and continue to wait for them to be paid and it is past multiple promises of payment within a 24-48 hour timeframe.
  

  Shift4 is fraudulent in their payment practices and in their sales practices.  We continue to request the payment of our funds owed to us and continue to receive stall service from Shift4 with no payment being made by them of the funds owed to us by them.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/27/2023

  Hi *****,

  The amount that was on hold from your original response was released to your account on 1/27/23. As a courtesy, we also deferred the POS fee for a month. Collections held $72.86 to address your past due balance because of rejected billing. Currently there are no funds on hold. 

  I remain available if you have any additional questions regarding this matter.

  Thank you, 

  *******************
  Legal Support 
  Shift4
  ************ x**** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  [email protected]
  

  Customer Answer

  Date: 04/28/2023

  [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: this is not a truthful response in regards to the fact that they held our funds days beyond the stated date and they have refused to acknowledge that they did so.

  We dispute their claim of collections.

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

• Initial Complaint

  Date:01/19/2023

  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 had a POS System called ************, they sold it to Shift4, and we got a notice to migrate to a new Shift4 POS system called ******. Customer# ********** *** ****** ******, Ga  The instructions were provided to make data migration in cloud, we had a new menu, so we made the changes and migrated the data as per the instructions. It took me 1 day to update our menu, pricing and information to new system. They said we had to also have a new hardware install, the technician who came in wasn't knowledgeable. She messed up with our network cables, disabling music systems and Wi-Fi network, installed with some default new id with no users, migrated, no new menu and pricing being migrated. I had to manually type in all menu items and pricing, causing business loss for an entire day. I was with technician from 7.30 am to 11.00 pm trying to fix the issues. The technician promised us to provide training and support, but today the entire day we have been struggling to get basic support the technician who gave support are struggling to know and work on the system. Today the technician who worked on the system, messed up our tips for entire day as he did something wrong by remotely logging in the system.

  

  Business Response

  Date: 01/26/2023

  Hi *******,
  
  I am so very sorry to hear about your disappointment. I will review your account and reach out to you today to discuss your account and concerns.
  
  I am looking forward to speaking with you shortly.
  
  Thank you,
  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:01/13/2023

  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.

  I have been a customer with this company since 2014 and have always had issues with their arbitrary charges. I called them the last September to cancel my services. The agent that had signed me to this binding contract had misinformed me that he will deal with the issue. I was charged for the next two following months of $281.90, even when I wasn't using thier service. I tried to get in touch with customer support, to varying degrees of success. According to Shift4's customer support, I had to consent to pay a monthly service charge until April 2023 in order to cancel my subscription. Although, it is their fault that they did not reply me regarding the costs associated with the cancellation form that they gave me, none of these fees are included on any of the papers that I signed, and I was informed that there is nothing they can do about it. They shouldn't be able to charge customers whatever they want and get away with it, especially considering that I contacted to cancel services more than a month ago and have not used them since. I have seeked legal counsel in regards to this issue and I realized that I was never informed about the renewal as required by the NY GOB § 5-903 that requires proper, timely notice of renewal to it's customers and N.Y. Gen. Bus. Law §§ 527 and 527-a where it was not presented in a “clearly and conspicuously” manner!

  

  Business Response

  Date: 01/26/2023

  Hi ***,
  
  I thank you for the opportunity to assist you. Your processing agreement indicates the length of service and potential renewal and you can submit a formal request, or we can provide a cancellation form, at least 30-days prior to renewal. On October 7, 2022, you executed a cancellation form which indicates your end of term as 4/15/23. I will reach out to you to go over these items with you.
  
  In the meantime, please feel free to reach out to me directly if you like.
  
  Thank you,
  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:01/09/2023

  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 got a contract with this business to has our POS system for our food truck. We were not told that its not for mobile food trucks, but we were able to use a special device to connect to hard wired internet. The specialist came and tried to set up the connection but had a family matter that he wanted to get home to so after a few hours of trying to set it up he left without it working. We called many times to try and get help to get it up and running, but it would work for a few minutes then stop. We were unable to EVER use it. We continued to pay our fee for the next 2 years because we signed the contract. We ended up using square pos system that worked great. This company continued to charge us every month of the contract and now we are selling our business. I started in November trying to cancel it since we had paid our 2 year contract, but they will not let us cancel our subscription. They keep charging us. I was told they were going to pull my credit at the beginning and they did. I was ok with this, but I didnt realize I wouldnt be able to make changes to the account that they pulled MY credit for. My husband was listed as the owner of our company and so shift4 refuses to let me cancel the subscription. I have called and had him (my husband) talk to the customer service people to cancel and they will not cancel it. They said they would send and email to finalize the cancellation but the email was never sent and they will not let cancel it without him calling in again. They keep charging us each month. We have been in this process of trying to cancel for 2 months now without ANY services EVER used. I think this company is just a scam that gets your information and then charges you for nothing, and then wont let you cancel.

  

  Business Response

  Date: 01/12/2023

  Hi ********,

  I thank you for this information and the opportunity to assist. Unfortunately, I am unable to locate your account with the information that you have provided. Please feel free to contact us directly for expedient service, or have the owner of account contact us directly, via  ******************.

  Thank you,

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:01/05/2023

  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.

  I have had multiple issues with this company. I filed a previous complaint with the BBB last year regarding an issue with my ******* integration that took pretty much half the year and did not lead to ANY resolution. Currently, I am dealing with an issue that is causing a lot of issues with my company. I use ****** to allow financing to my customers for their purchases. I have ****** integrated on my Shift4Shop store; however, it does not let me enable this feature. I reached out to customer customer and they said I can only use Shift4Payments and ****** as my payment methods. This is extremely misleading for several reasons. For one, this app is promoted on the Shift4Shop app store and allows you to install ****** on your store. It makes no mention that I cannot integrate ****** on my store. I also previously had this option enabled and now I cannot re-enable it. Finally, they say you could only have Shift4Payments and ****** enabled on your store but they allow you to install and use *********. This is the worst way to run a B2B company! My team will now have to come up with a completely different plan for our marketing and this is absolutely unacceptable. I am genuinely considering doing business with another Merchant because the headaches and trouble I have gone through with Shift4Shop is not worth it. Additionally, they lack decent customer service skills and fail at providing effective service and options. When you escalate something it takes ages to resolve or you just don't get a resolution at all.

  

  Business Response

  Date: 01/20/2023

  Hi *****,

  I thank you for the opportunity to address this concern with you. Since your account is on the Free program, which accepts Shift4 and ******, you would need to contact us directly to update your account in order to add ******. If interested, then please call **************** to update your account.
  

  It is our understanding that any ******** concern has been resolved.
  

  I remain available to you should you have any additional questions.
  

  Thank you,

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  ******************************************************************************
  **********************************************

  Customer Answer

  Date: 01/25/2023

  [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: I will call the number to have my account updated. Will this add a monthly charge to my account? I was advised when I spoke to Customer Service that nothing could be done. 
  

  Regarding the ******** issue, I was told everything was resolved; however, I escalated this concern since the issue is clearly not resolved (please see screenshots) I have never received any response and it doesn't make any sense how it could be resolved on your end if my customers are still only seeing 16 out of 24 available/uploaded products.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/15/2023

  Good morning,

  As a reminder, since you are on the free program, it only accepts Shift4 and PayPal. If you would like to add ******, then it'll be $29 a month. As for the ******** concern, this has already been resolved. 
  

  Please feel free to call **************** to update your account if you would like to add additional services.
  

  Thank you,
  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  *******************************************************************************
  **********************************************
  

• Initial Complaint

  Date:01/05/2023

  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 have not used this service in over two years. After several attempts to cancel over several months finally, in December of 2022, the request went through. However, in January there were still all the usual fees withdrawn on our account & when I phoned to find out why was told I am locked into a "contract" that cannot be broken, so I'm on the hook for these fees six more months. Fairly certain this is not legal & am looking over the service agreement now, but forewarned: stay away from Shift4Pay!

  

  Business Response

  Date: 01/20/2023

  Good morning,

  I thank you for the opportunity to assist you. After reviewing the account it is required that I speak with you. I will be reaching out to you. In the meantime, I can be reached via ******************.
  

   

  Thank you,

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************

• Initial Complaint

  Date:01/04/2023

  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.

  I went out of business due to COVID and the high prices of food. I canceled my agreement with the credit card company Shift4 and I was told I had to continue to pay fees because of a renewal contract that I was not told about. My initial agreement was for 3 years but I was not told it will renew without my consent automatically and they require me to pay all these fees still without having a business anymore.

  

  Business Response

  Date: 01/12/2023

  Hi *****,

  I thank you for this information. Unfortunately, I am unable to locate an account with the information that has been provided. Please feel free to contact me directly for expedient service at ******************.
  

  Thank you,

  *******************
  Legal Support 
  Shift4
  ****************** | fax ************
  2202 N. Irving St. | Allentown, PA 18109
  **********************************************