Complaints

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

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  Celero Commerce

  100 Westwood Pl Ste 200 Brentwood, TN 37027-1016

  
• 

  Celero Commerce

  728 North Pleasantburg Dr, Suite 22 Greenville, SC 29607-1623

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:03/20/2025

  Type:Billing 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.

  Celero and its subsidiary ********** stole $2,946.45 from me. Theyve refused to return it and are throwing up every possible roadblock to try and keep the money theyve stolen. I own 2 **** companies, 1 in *** 1 in **. I used RazorSync for both, which is a dispatch software/CRM for years until May 2023 when I cancelled. I have all of the cancellation acknowledgements by email from them. When I cancelled my ********* subscription in 2023, they correctly stopped billing both of my companies for the subscription. However, the subscription also required merchant processing (processing of credit card cards from our customers on behalf of our businesses, for a fee). The merchant processor that RazorSync uses is Celero. What RazorSync doesnt say is that ********* is a subsidiary of Celero, and has been since 2019. They are the same company working in the same suite located at ************************************************************************. Celero (RazorSync) has a min fee it charges for merchant processing. When I cancelled my companies subscription with *********, the Celero fees dropped of for my *********** as they should have, the billing stopped in May 2023. HOWEVER, Celero went on charging my ********** their minimum fee every single month from May 2023 through Feb 2025, when I caught the error. I wasnt charged in March only because I stopped these payments with my bank.I contacted RazorSync who stuck me with a salesman who did nothing except tell me that Celero is a separate company (it is not) who I have a separate agreement with (I do not). I contacted Celero, and *** said I need to cancel Celero separately, Im out of luck and he intends to keep my money. I asked *** repeatedly to show me ANY agreement I signed that allows them to charge me for a year and a half for NO SERVICES RENDERED. He started off lying and saying he did this, but he didnt. Now he refuses, and will not return my calls. They have taken nearly $3K for NO SERVICES RENDERED ON A CANCELLED ACCOUNT.

  

  Business Response

  Date: 04/30/2025

  We fully refunded this customer.

  Customer Answer

  Date: 05/10/2025

  I have been out of commission dealing with sickness. The business made the refund in full as they said, we no longer have a dispute.

• Initial Complaint

  Date:11/12/2024

  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.

  I signed up to use Celero Services on 3/4/24.I had MANY issues with their Credit card machine continuously going down and being charged a compliance fee. I attempted to contact the company with both of these issues. No resolution for either.When I signed up with Celero it was NEVER mentioned about a 3 year contract. I know some companies charge a cancellation fee but the reputable ones generally do not. I read through the contract sent to me. I had to actually click on another link outside of the contract to a 36 page document that makes me aware of a $500 early cancellation fee. I am going to pay the fee and sign the document today regardless of feeling this was a dishonest way to do business. I did contact them and they claimed to have went over with this on the phone and if I had an EMAIL stating I would not be charged this fee they would honor this. I do not have an email stating anything due to not being aware. I understand I should have clicked a link that I was not aware of as I went through a printed copy and they were to go over terms and conditions on the phone. Extremely disappointed with this company all the way around. **************** and hidden fees. BUYER BEWARE! Even if it just simply warns other businesses about this sharky business and may save another business owner the headache this complaint is well worth my time.Thank you.

  

  Business Response

  Date: 02/11/2025

  We have reached out to the merchant and she has been refunded.  the sales *** she engaged with no longer works for our company.

  Customer Answer

  Date: 02/13/2025

   
  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. The employee that reached out was eager to correct the situation. I am happy with the response and can say if I would have received this type of customer service while in contract with ********************** I would have stayed with the company.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/03/2024

  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.

  This is concerning a credit card reader for my business. I was lied to during the sale. I was lied to by the sales person about something called *** Compliance. I was assured it did not apply to me and that I wouldn't be charged any fees associated with *** Compliance. Shortly after signing with Celero their customer service began requesting i complete *** Compliance online. The sales person still assured me i wouldn't be charged but that i had to try to complete the *** compliance. They strung me along for months. I am a trained enterprise level network professional and it was even confusing to me what they were asking for. As it turns out *** Compliance is their way of charging hidden fees. I was charged for months without my knowledge as the hidden fees were hiding in a whole month worth of transition fees combined together. I explained to their customer service i wanted to cancel and that i was lied to and they were no help still charging me a $395 cancelation fee. These guys are complete crooks. I haven't been using their scam credit card reader for months and they charged me $134.10 on July 1st, $132.10 on August 1st, $132.10 on September 1st and $132.10 on October 1st.... Plus now the $395 cancelation fee. I would like all of that refunded. Total $925.40

  Customer Answer

  Date: 10/14/2024

  The Company has reached out to me and canceled the account. They waived the cancelation fee and refunded $295 worth of fees from previous months. I was happy with this response from them. Please close this request.

• Initial Complaint

  Date:08/19/2024

  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 opened this account a year ago, and promised low credit card processing fee's which was not bad at all, but decided to go with another route with a different company after trying them for a year. Then I was told there is a 3 year contract and that we have to pay a penalty fee for closing the account down before the 3 years. I did let them know I have the contract and it states ******************** however I never received an e-mail with the terms and conditions, I literally had to go online to their website and look up their terms and conditions. I finally found it and it does have a 3 year contract but I did not see the $395.00 termination fee. Plus it would have been nice to have known about this in the first place instead of finding out when we are going to go with another company.

  Customer Answer

  Date: 08/30/2024

  I have attached the form that you had asked for, Thank you so much for your correspondents.

  

  Business Response

  Date: 09/18/2024

  When a merchant signs the application, they are acknowledging that they have read the terms and conditions in addition to the application. It doesnt sound like the merchant read through the agreement prior to signing which has led to them not being aware of this information until now. It is the merchants responsibility to read through this information before signing into a contract. 

• Initial Complaint

  Date:08/11/2024

  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.

  This company sold me services under Transnational. I used their service for several years until I found a better deal. I have tried since the end of May to cancel service (my annual service date with them is June). They have at some point went to the name of ****** and I was unable to get a hold of anyone. None of the previous contact information worked. So, I stopped payment to them at my bank. They now tell me depending on which agent I talk to that I owe them 3 years or 10 months of $52 per to cancel my account. They also tell me I must present them with an intent to terminate form which I can only get from them. They said they were sending me said form, but what they sent me won't open. I continue to get harassing emails from them. The two agents whom I have talked to since canceling payment have attempted nothing to solve the problem. They just give me a sales pitch, bad mouth my new provider and tell me what "I should have done".

  

  Business Response

  Date: 09/06/2024

  Here is a review of the complainants response:

  His last logged contact before this email was on 11/20/2023 when *** left a voicemail for help with PCI Compliance.
  

  ***************** reached out to Les on 8/7/24 to discuss the cancellation process. Les claimed that he tried to cancel with us for a few months but continue running transactions through Celero. He said that he blocked us from his bank account. *** reviewed terms and conditions, sent them to him directly along with the cancellation letter and let Les know that he is subject to a $395 early termination fee.
  
  On 8/8, ************************* contacted the merchant. Les said he attempted to close the account in May.****** agreed to waive monthly fees and bill the *** once cancelation letter was received.
  
  On 8/9 Les called into support and said that he never received the docusign and was also upset about the ***. ***************** resent the cancellation letter.
  
  On 8/16, Les emailed in to close the account and have the highest level supervisor available call
  
  On 8/19, ****** went over everything again with ***, closed the account and billed the *** only.
  
  On 9/3, account was fully closed after final billing of ***.
  
  
  In addition, it is important to note that the merchant continued to process payments through Celero up until June 20, 2024 which also does not line up with his review. 

  Customer Answer

  Date: 09/06/2024

  They're claim that I used their account up through June 20th is misleading. I used that one time on June 20th previous to that I had not used it for well over a month. I had trouble with the device for my new card company and I knew that my solero account was still being built so I used it that one time. The problem with them is I can never get a hold of them to cancel they said that they always answer emails they said they always answer phones. Here's the thing when I signed up I was given one number one contact. That guy quit that company. I tried everything I could under the name transnational which is what they had me signed up under. No one ever told me there was such a thing as ******** was told transnational was the company and they did not respond to emails they did not have phone numbers available to me they did not reach out to me to renew every year they just kept rolling stuff out of my account. They never once reached out to me to find out if the account was okay they never reached out to me to find out if I wanted to renew nothing. They just renewed every year. they have been dishonest with me from the jump. They transferred me around to four or five different people to talk to each one of them had a different story to tell me. One told me I was going to have to pay 10 months of unused payment in order to close the account. One told me I'd have to pay through that current time plus an early termination fee. They have no standard. They have no standards. Absolutely horrible company to work with. What I am willing to do is pay them through the month of June since I did use their service one time in June. I will pay whatever they say I owe them up through the 30th of June 2024 that's it that's all I owe I don't owe him anything else. They told me that I agreed to the yearly rollover in 11-page document that they sent me. I told him no one reads **************************************************************************************************************************************************************************************** No one reads an 11 point 11 page document of fine print. I would like to cause any trouble discomfort or issues for this company possible they are horrible.

• Initial Complaint

  Date:03/03/2023

  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.

  A Celero rep contacted me and invited me to a meal to discuss credit card transactions. This salesman discussed saving money. I did not accept to sign up and the salesman got upset and I told him not to call me again. Another salesman apologized and asked if I would reconsider. I advised I would reconsider. He said someone would be calling me. After getting the call to set up an account, I realized I had been charged two months worth of fees. I attempted to call every number I had. Eventually I was told I was going to be sent the *** form where they withdrew funds. I never got the email showing I agreed.

  

  Business Response

  Date: 04/05/2023

  We regret that you were not satisfied with your experience as one of our merchant customers.  Our customer satisfaction is remarkably high, but we are always striving to exceed every merchants expectations. We appreciate your feedback, and in regard to the specific item you raised we can confirm that in order to open a merchant account with us every applicant is required to execute account opening paperwork, without exception.
  

  Customer Answer

  Date: 04/15/2023

  I apologize but the company has not resolved any issue.  *********** refuses to respond with the documentation I requested.  

  Customer Answer

  Date: 04/15/2023

  They have not responded to requested info nor have they refunded unauthorized charges.

  Customer Answer

  Date: 04/15/2023

  Have not resolved the issue after numerous requests.