Complaints

This profile includes complaints for 1stMile LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

1stMile LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  1stMile LLC

  8383 158th Ave NE Ste 100 Redmond, WA 98052

• 

  1stMile LLC

  11121 Willows Rd NE Ste 305 Redmond, WA 98052

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:02/07/2023

  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.

  THIS IS FOR **********************, **** I AM THE OFFICE MANAGER FOR THE BUSINESS.WE SIGNED A CONTRACT TO PAY ****% ON ALL CREDITCARD TRANSACTIONS AND 1% ON ALL DEBIT CARD TRANSACTIONS. I HAVE UPLOADED OUR JANUARY STATEMENT, OUR ACCOUNTING SYSTEM SOFTWARE JANUARY CREDIT CARD TRANSACTION REPORTS AND MY COMMUNICATION WITH THE PERSON WHO SET UP THE CONTRACT. HE IS TRYING TO GET AN ANSWER FROM MERCHANT PARTNERS/*****PAY AS TO WHY THEY ARE CHARGING THE INCORRECT AMOUNTS AND THEY HAVE REFUSED TO GIVE ANY ANSWERS. AS YOU CAN SEE ON THE STATEMENT THEY CAN'T EVEN ADD THE LINE ITEMS CORRECTLY WITH THEIR AUTOMATED SYSTEM. ALL CREDIT CARDS ARE SURCHAGED @ ****% AND ALL DEBIT CARDS ARE SURCHARGED AT 1% - NOTICE LINE ITEM #2 - **** DEBIT IS BEING CHARGED AT THE ****% RATE WHICH IS INCORRECT & LINE ITEM #4 - MC DEBIT IS INCORRECTLY CALCULATED - 1% OF $1957.30 IS $19.58 NOT $46.96. THIS IS SUPPOSED TO BE ****************** PROCESSING COMPANY IN THE ***** AND THEY ARE OUTRIGHT STEALING FROM THEIR CUSTOMERS. ALSO THE **** SALES" ON THE 1ST PAGE SAYS $18404.37 - THIS AMOUNT ALREADY HAS THE SURCHARGES INCLUDED AND THEN THEY CHARGE THE SURCHARGES AGAIN IN THE "DISC%' COLUMN.. THIS IS EVERY MONTH. OUR JANUARY STATEMENT TOTAL SHOULD BE $529.43 NOT $601.42

  Business Response

  Date: 02/17/2023

  The Customer Success Team at ********************** is in communication with **********************.  We are desirous to work out a fully equitable and satisfactory resolution to the ******** as indicated.  We are hopeful that our customer will provide patience for ** in this complex billing correction.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19343132
  
  I am rejecting this response because: THIS CASE HAS NOT BEEN RESOLVED AS OF YET. THEY HAVE NOT ISSUED THE CREDITS DUE TO OUR ACCOUNT. IN FACT THEY HAVE DENIED THEM. I WILL BE MORE THAN HAPPY TO PROVIDE ALL EVIDENCE THAT PROVES BEYOND A DOUBT THAT WE WERE IN FACT OVERCHARGED IN NOVEMBER, DECEMBER & JANUARY & WE WILL PROBABLY BE OVERCHARGED AGAIN IN FOR FEBRUARY. THIS IS ABSOLUTELY OUTRAGEOUS AND COMPLETELY UNACCEPTABLE FROM THIS BUSINESS. MAKES ME WONDER HOW MANY OTHER ACCOUNTS ARE BEING OVERCHARGED. THIS IS VERY POSSIBLY A MULTI-MILLION DOLLAR ISSUE. I WILL BE FILING ANOTHER COMPLAINT IF THIS IS NOT RESOLVED IMMEDIATLY AND IF WE ARE OVERCHARGED AGAIN.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/23/2023

  Our ******** Services team continues to be in contact with customer to resolve this issue.  We do acknowledge that the processing bank had set up a partially incorrect pricing structure for certain transaction types.  A correcting calculation and adjusting refund for the affected time period will be issued shortly.  We encourage the customer to further engage wtih our ******** Services Team to facilitie the completion of this reconciliation.

• Initial Complaint

  Date:01/13/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 opened up a 4th Midas location and enlisted 1st mile as my credit card processor as i have with my other 3 stores. They suggested trying a new program, "cash discount" which gives a discount to customers paying cash and marks up by 4%, invoices that customers are paying by card. On a monthly bases 1stmile is to take the credit card fees out of my account with the 4% mark up offsetting my personal expense and passing it to the customer. The problem is their program wasn't up-charging my customers and instead they are drawing an additional percentage off of my invoices above and beyond their normal percentage fees. When i called to confront them i got a tech agent, *************************** who logged in my system to show me the setting was set correctly, but when i asked her to show me how the setting is actually performing as it should her response was it happens "internally" we cant show you. Then proceeded to send me a link to a video. I then asked again on my case string for proof of the mark up and a breakdown and they could not produce. I want this plan removed from my account and i want the same plan i have with my other 3 stores. I also want a breakdown of fees taken above and beyond for the past 2.5 months. We opened October 14th 2022 and started using 1st mile then.