Complaints
This profile includes complaints for Shift4's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 138 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/02/2022
Type: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 clicked on a link and was called by shift 4 i spoke to a rep was assured if the equipment didnt work i could return i got the equipment i own a food truck withno internet i was at an event and ofcourse i couldnt use the system so i called shift 4 was told it was canceled and a return label would be sent ok a week past no label i email email call and call so no one returned my calls i chat so the rep i spoke to told me that i couldnt return the system and i was gonna be charged up until next year even though i was told i could cancel
Business Response
Date: 11/10/2022
Hi ********,
We thank you for this information. Please allow me an opportunity to review everything and I will reach out to you. In the meantim, please feel free to contatc us directly at ******************.
Thank you,
Amber S*******
Legal Support
Shift4
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Business Response
Date: 11/16/2022
Hi ********,
Thank you for speaking with me and I am watching for the return of equipment. In the meantime, please feel free to reach out to me if any questions.
Thank you,
Amber S********
Legal Support
Shift4
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:09/28/2022
Type: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.
Reading the complaints lodged here, I can now see that my nightmare experience with Shift4 Harbourtouch is the result of a scam they are constantly pulling on their own former customers. On July 30, 2022 10:01PM I spoke with their customer service rep "Crystal". The ticket number was #*******. The purpose of the call was to terminate my account with Shift4. We went through the lengthy process and I was assured by Crystal that my account was now closed. I was told that I would be contacted in the coming week if I needed to return any equipment. The next contact from Shift4 Harbourtouch was an email I received on September 8, 2022. According to the email, Harbourtouch had tried to debit my bank account and failed (I had closed that particular account). I was now being emailed by "collections" and being told that I owed them money. Again, reading the complaints here I can see that this is their go to scam for businesses that have terminated their accounts. At the time, I thought it was merely the typical Shift4 gross incompetence (I have stories you would not believe), and I figured a couple of emails would clear it up. After all, they need only listen to their own recorded CS call to realize that I had closed my account back on July 30. I let them know I had closed the account already. They responded that on their end, the account was still open and that I was still being billed. Further, I must call them if I wanted to close the account. I responded with the information provided above (exact date and time of my previous account termination call, the ticket # and the name of the rep) and let them know that on MY END, the account was closed. If they wanted to talk to me, they could call me (I provided my cell phone number). To make a long story short, they absolutely refuse to call me or to listen to their own recorded CS call where I closed the account. They are sending me harassing emails from "collections" and claiming that the account is still open.Business Response
Date: 10/07/2022
Hi *******,
I am sorry to hear about the difficulty you have had and glad we had a chance to talk today. Please do not hesitate to contact me or my team directly via ****************** or [email protected].
Thank you,
Callie L*****
Legal Support
************ x**** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****:FOURCustomer Answer
Date: 11/04/2022
Sorry I did not get back to you sooner but I was having trouble logging into the BBB website. I did speak to the Shift4 legal department and they did resolve the issue to my satisfaction. Please update the complaint to reflect that it has been resolved.
Thank you and please let me know if there are any further steps I need to take.
Regards,
**** ********--
Initial Complaint
Date:09/21/2022
Type: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.
Shift4 charged us a fee for FOUR years when they knew we were not using their services. No one ever called to ask why we were not processing through them anymore. When we tried to cancel, they refused to help us until our "contract" was up. I find it very shady to have an auto-renewal with no warning, reminder or anything, something I am seeing through other complaints, is just a normal thing for them. They would barely speak to me even as a currently paying customer. I know we had to be on someone's report somewhere... they KNEW we weren't processing through them and continued to take our money anyway. We want the last 4 year refunded. I will be attempting to collect that today as our contract is finally up.Business Response
Date: 09/21/2022
Hi ******,
I am sorry to hear about your concern. Unfortunately, the owner of this account has not granted you permission to be able to address this type of concern. That being said, I will reach out to the owner and see what can be accomplished.
Thank you,
Amber S*****
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Business Response
Date: 11/01/2022
Hi ******,
We thank you for this information. As previously indicated, we are unable to address this account with you since the owner has not granted such permissions. That being said, we have addressed with the owner and he is aware that he can reach out if he has any additional questions or concerns via ******************.
Thank you,
Amber S***
Legal Support
Shift4
###-###-#### | fax ###-###-####
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 11/10/2022
[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:
Regards,
*****************************Initial Complaint
Date:09/15/2022
Type: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 used their service, canceled said service and returned all the equipment. I should owe Zero (0) but they tried to charge me on an account that had zero in it so had to pay $25 and close the account as they kept trying to charge money. They originally said I owed l $2,500 which I do not. I had to pay $42 in fees to my bank and they have tacked on more money and won't contact me when I have tried to contact them. I have been on hold for hours and no one answers to get them to fix this. They automatically renew your contract without informing you or I would have canceled my contract sooner. I don't understand how they think they can do this. They sent me an email stating the received all the equipment back.Business Response
Date: 09/19/2022
Hi *****,
Thank you for this information. I am reviewing your account and will reach out to you. In the meantime, please feel free to contact me or my team at ****************** or [email protected].
Thank you,
Amber S********
Legal Support
****************** | fax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****: ****Initial Complaint
Date:09/14/2022
Type: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.
We have been with Shift 4 for 18 years. They double our price. then again quadrupled it 2 months later. when we want to cancel they want to charge us over 25000 to cancel. Our normal charges are about 425 per month. They claim we have a 2 year contract when our signed contract is only 1 year auto renewal. they delay all conversation by weeks. When we call we get the runaround. When we finall talk to someone they actually make is sound like they will help. and then they do not respond to emails. They attempt to amend the contract buy stating "You agree to this modification of the agreement by continuing to use our services after 30 days from receipt of this notice." However they will not let you leave with out signing an agreement to pay them 25000. Furthermore the actuall contract states "No amendment, modification, supplement, or other purported lteration of this Agreement shall be binding on the parties unless it is in writing and is signed on behalf of the parties by their own authorized representatives."Business Response
Date: 09/19/2022
Hi ***,
We thank you for this information. Please allow me an opportunity to review everything and I will reach out to you directly. In the meantime, please feel free to reach me or my team via ****************** or [email protected].
Thank you,
Callie L***********
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****:****Business Response
Date: 10/21/2022
Hi ***,
I thank you for your reply and the opportunity to assist you. It seems that you submitted incorrect and/or incomplete information prior to reviewing my response. You have been made aware of a settlement that I have sent to you and I am looking forward to helping you resolve this concern. If you are satisfied with my assistance then I understand that you will update this complaint accordingly.
Thank you,
Callie L*****
Legal Support
Shift4
************ ***** * **** ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 11/01/2022
Better Business Bureau:
Please mark our complaint as resolved.
We have now been in contact with the proper department to help with our issues. They promptly resolved all our issues. Thank you to the Shift 4 team for resolving our issues promptly.
*** *****
General ManagerInitial Complaint
Date:09/07/2022
Type: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 sold our business in June, we notified the Credit Card company that we needed to end the contract (which it states you can do this by paying the full amount). We have been getting the run around since then. We are getting emails from their collections department even though we have provided the required ACH forms so my account can be debited. Got another email today from the collections department saying that we needed to call this number in order to buy out our contract, we call that number and the employee says we need to talk to the collections company. It has never been so difficult to pay someone what you owe. We have spoken with this company at least 15 times trying to resolve this. We would like to pay our balance due, fulfill the obligations of the stated contract and close the account associated with the business that was sold in June.Business Response
Date: 09/16/2022
Hi ******,
I thank you for speaking with me this afternoon. Please feel free to contact me directly if I can be of further service.
Thank you,
Callie L**********
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Initial Complaint
Date:09/07/2022
Type: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.
This is regarding ticket ***-***-*****. I was charged for a test transaction on their website as an error on their site. I was told I would be refunded, but the charge was never refunded. I have sent several emails and have received no response. The charge was on February 17th for $0.59.Business Response
Date: 09/16/2022
Hi *****,
I thank you for this information. I have reviewed your concern and I have left you a voicemail. I will try again on Monday.
Thank you,
Callie L***********
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]Customer Answer
Date: 09/26/2022
[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:08/23/2022
Type: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 fulfilled my contract of 1 year last Nov and quit using them for processing credit cards. I noticed they were still charging me for there services. I contacted them to let them know to stop charging me and they told me my contract automatically renews for a year unless I discontinue it prior to the first day of the new year. So for 12 months after I quit using them I have been getting charged $500 a month for a total of $6K even though they haven’t processed one transaction. How is that right? Definitely a sly business practice that put a lot more money in their pocket that they didn’t earn.Business Response
Date: 08/24/2022
Hi ****,
I thank you for this information and the opportunity to assist you. I have reviewed your request and do see that you continued to use services past your initial term and your Processing and POS Agreements have renewed. All billing is in accordance with your executed Agreements. I will reach out to you to see what can be accomplished. In the meantime, please feel free to reach out to me directly via ******************.
Thank you,
Callie L*******
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****:****Customer Answer
Date: 08/29/2022
[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: Yes legally in my original contract there was a clause that once you go past the contracted year it will automatically renew for another year. That doesn't make it right that this clause is in the contract in the first place and even though I didn't use them for that whole year I am still expected to pay the full price, close to $6K. Not even an option of a fee for early termination. This is the 4th POS system I have used and no other company had this policy. This company's practices are shady. They can hide behind the legality of it, but that still doesn't make it right.
Regards *****************Initial Complaint
Date:08/22/2022
Type: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.
1. 2. Our POS terminal has not been working for 5+ days. It was provided to us by HarborTouch, Shift4's parent. I have asked Shift4 to fix it but they claim it is not their problem. Shift4 should either repair or replace the POS terminal ASAP. I request a user's manual to understand their abbreviations. I have asked them but they have never provided one.Business Response
Date: 08/26/2022
Hi *********,
I am sorry to hear that you may still have a concern with your ***** ECR. I see that Eva called on 8/11/2022 and informed our support staff that they are unable to process payments and close the batch with the ***** ECR ***** and had just switched to a new WIFI so she was going to call your ISP to resolve the concern. I will reach out to you to see if this has been resolved. I do not see a request for abbreviations. I will see what can be accomplished.
I look forward to speaking with you soon.
Thank you,
Callie L************
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
****:****Initial Complaint
Date:08/15/2022
Type: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 send request to cancel my merchant service back in January 17, 2022 however shift 4 didn't send cancellation form until June 8 2022. In between I have send request in Feb 1, 2022, March 25, 2022 , April 1, 2022. April 14, 2022. I have called again today August 15, 2022 to request to waive charges. they keep saying your contract is automatic renew and not listening my words that it's shift 4 customer service delay so why I am paying for another year. It keep charging me $60 each month and this month they charge $139 in spite of no service from shift4. I am seeking resolution by refunding all charges from April 2022.Business Response
Date: 08/19/2022
Hi ****,
I thank you for this information and the opportunity to assist you. As you already know, you continued to use the services past the end of term and your agreement had renewed. I will be reaching out to you to see what can be accomplished. In the meantime, you can reach me at ****************** Monday through Friday 9am-5pm EST.
I am looking forward to speaking with you soon.
Thank you,
Callie L**********
Legal Support
****************** | eFax ************
2202 N. Irving St. | Allentown, PA 18109
[email protected]
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