Complaints

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:04/07/2025

  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.

  Hello, I am writing to formally to seek help from BBB in regard to an ongoing and increasingly predatory practices associate with Revel POS system and billing practices. I have been wrongly charged in the amount of $1953.61 up to date. I will explain these charges below. Over time, Revel pos system continues to implement policy changes that directly increasing cost to a customer like myself--without transparency, justification, or proper notice (mostly hidden message at the bottom of a statement that can happen at times) 1. I have been charged a PCI-Non compliance fees of $74.95 plus safer payment basic fees of $14.95 since October of 2023 total to 19 months as of today. I contacted revel pos countless times and they purposely tried to make it extremely difficult by keep transferring me to different teams, have me stay on hold on the phone for hours and ultimately no resolution. These are made up fees by Revel system. Safer payment fees are a monthly fees charged by Revel to help me stay PCI compliance and yet I I still got charged for non-compliance every single month. No one from Revel was able to help me because they are more interested in draining more money from their customers. 2. for March 2024 statement, I am no longer using Revel credit processing system, yet I still get charged for $245.51-- including $140.16 in bundle assessment fees, $7.95 in account maintenance fees, $7.5 In charge back fee, $14.95 in safer payment fees, and $74.95 in PCI compliance fees. I stopped using Revel credit processing fees since feb of 2025.Their lack of transparency and accountability-- these fees are often introduced without proper notice or detained breakdowns or justifications. Again, I am seeking BBB in helping me getting this issues resolved since I have no other options a powerless individual going against a corporate. sincerely, ****

  Business Response

  Date: 04/07/2025

  All of these fees are valid. Revel always provides notice for price increase or any price changes as we are required to provide 30 day advanced notice for any pricing changes. For the recent price increases Revel provided notice via email on February 1st for the increase that happened on the 4/1 invoice.  PCI compliance is not a fee charged by Revel but by the payment processor. It can be removed by becoming PCI compliant and following the steps to do so. 

   

  Revel is allowed to increase fees and rates at anytime with 30 day written notice. This is outlined in the terms and conditions section 4.3 

• Initial Complaint

  Date:03/06/2025

  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 am filing this complaint against ReVel Systems, Inc. due to their deceptive auto-renewal practices, lack of proper notification, misrepresentation of contract terms, and unfair cancellation fees.I originally signed a contract with ReVel in 2017 for my restaurant's POS system. My renewal took effect in 2024, but at no point did I receive any prior notification that my contract was about to auto-renew or that I needed to take action to prevent renewal. On February 26, 2024, a ReVel representative confirmed in writing that my contract was subject to a 12-month auto-renewal. However, when I formally requested cancellation on January 28, 2024, ReVel suddenly claimed that the renewal period was 36 months instead of 12 months. This directly contradicts their previous statement and is a clear case of misrepresentation.Additionally, Article 11 of ReVels Customer Agreement states that unless otherwise specified, renewals should be one year in length. My Standard Order Form does not specify a 36-month renewal term, meaning the renewal should have been for only one year, not three. However, ReVel is now attempting to enforce a 36-month extension without clear justification.When I requested cancellation, ReVel attempted to charge me a $3,647.38 early termination fee. After escalating my concerns, they reduced the fee to $2,735.54, which is still an unreasonable charge considering the lack of notification and conflicting renewal terms. I have requested escalation to a manager, but ReVel has not provided a satisfactory resolution.I am requesting that ReVel honor the originally stated 12-month renewal term instead of enforcing an unfair 36-month renewal. Waive or significantly reduce the termination fee due to their failure to provide proper notice. Process my cancellation immediately based on my January 28, 2024 request.I urge the BBB to investigate ReVels misleading auto-renewal practices to protect other small business owners from similar unfair treatment.

  Business Response

  Date: 03/07/2025

  The contract extension was physically signed by the client. This is not a case of an auto renewal which the client references in section 11.  Section 11 states that after the initial term of the agreement which is 36 months it will then auto renew for a 12 mo term. However, in this situation the client discussed a renewal with our renewals team and verbally and contractually agreed to a new 36 mo agreement that started on 2/1/24. The client even attached that agreement to their message and it shows where they signed the order form for the new term starting 2/1/24. 

  The agreement was signed and is valid. If the client wants to cancel then there are early termination fees which require the merchant to buyout the remaining value of the contract 

   

  I am also attaching the agreement that was signed and agreed to. 

• Initial Complaint

  Date:12/06/2024

  Type:Order 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.

  Revel Systems refused to cancel my contract. They allege that an employee agree click ok to a pop up contract. Non of my employees ever clicked the pop up or have memory of doing so.

• Initial Complaint

  Date:10/04/2024

  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.

  I have been using Revel since May 2022. My upfront costs were roughly $4,000.00 plus labor spent to install the system with the many and quite complicated cords and devices they require to run the system. For the majority, the system did work however there were many technical issues on a monthly basis and to have them resolved is not simple at times. Their customer service requires you to open a ticket and it takes 24 hours to hear a response. I was told fraudulent information when signing up about being month to month for the services and when I called to cancel after testing and using over 2 years they denied my cancellation due to there being a contract undisclosed to me.

  Business Response

  Date: 10/09/2024

  Hello, we will proceed with canceling your account without any termination fees. 

• Initial Complaint

  Date:06/03/2024

  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.

  After months of back-and-forth with the Cancellation Team, it was only through the BBB that I was able to get resolve to my issue. I assumed that Revel Systems would honor their end of the agreement which they stated:Business response 12/06/2023 Hi Theron, If we can agree to cancel all items except the 1 terminal in order to finish out the remaining term of the agreement could we close this and move forward ?To which I stated as acceptable. None of their equipment is in use, but we are paying them monthly to "finish out the remaining term of the agreement". However, in less than 6 months, they have not only increased the price of the Terminal, but are now charging a "Non-Compliance Fee" for equipment that is non-existent in our establishment. I contacted the Cancellation Team with no response, and today called Billing who told me these charges are valid. This absolutely goes back on what we agreed to, and if there were to be these types of caveats I would have expected to have worked through those before agreeing on my side that this issue was resolved.

  Business Response

  Date: 06/14/2024

  We will have that fee removed 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21796312
  
  I am rejecting this response because:  Thank you for addressing the fee that was added. I am hoping with your response, you are removing the one that was assessed along with any/all others that stem from the issue this one triggered. Please confirm. I also need you to address the issue of rate increases which go against the good faith agreement made from the previous complaint/resolution by your Company.  I am hoping to finalize this once and for all and not have to go back and forth with Billing to no resolution, only to result to complaints with the BBB to find resolution.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2023

  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.

  The company (Revel) has had multiple technological errors that causing multiple batches of lost sales/revenue that cost our company thousands of dollars. We have not been reimbursed for the funds and they refuse to cancel our contract or reduce it their "subscription" even when they have done it before.Revel has consistently struggles to capture and process payments.

  Business Response

  Date: 12/04/2023

  Hello,  we worked with the client in support 02341846 which was back in July.  We needed more information in order to be able to investigate the payments situation. The client advised us he would be at the location in August and would then contact us back to provide the necessary information in order for our support team to continue investigating this matter.  We were never contacted back regarding the above case so we were unable to take the next steps in the investigation.  If the client is able to respond to the above case, we can reopen the matter and then proceed with trying to understand the missing payments

   

  In regards to the account cancellation both locations are under a 36 mo contract that run until 2/1/25. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20947281
  
  I am rejecting this response because: That is simply not true. I spent over 2 hours unboxing equipment between August 7-9th to bring the Revel equipment back online. The technician informed me the databases were successfully sent. I was (again) informed was that there was nothing they could do about recovering our funds. See attached Document. The response furthers my argument that Revel has consistent internal issues and is unaware of how many times we have lost money due to their faulty POS system. (The first time this was caught and acknowledged by Revel, we had to be credited to the monthly amounts due the loss of funds. We do not know how many other payments along the way we are missing.) Revel has failed to consistently capture payments which has cost us thousands.

  We have been trying our best to works with *********, which has been a great displeasure, to find a compromise. We offered to finish out our "agreement" if we could remove all subscriptions and just pay for a single POS at each location. (This is very magnanimous on our part due to the disastrous partnership with Revel and their continual payment and technological issues.) However, she has dug in her heals and has regurgitated the same response for months now. That any change would violate the agreement [...].  This is where it becomes an issue of hypocrisy and unethical business practices as well. We were able to remove two "subscriptions" in the past with absolutely no issues. We cancelled "Revel Advantage" and the "Loyalty Program".

  We have not used Revel equipment since June of 2023. The system is offline. At this time, we do not want to be compensated for all the losses Revel has caused. We do want any/all partnership ended and for them to cease billing us. They have not fulfilled their obligations as a service provider and are trying to extort funds.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2023

  Hi Theron, 

   

  If we can agree to cancel all items except the 1 terminal in order to finish out the remaining term of the agreement could we close this and move forward ? 

  Customer Answer

  Date: 12/06/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/08/2023

  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.

  On 8/4/2023 we were charged for our annual hosting subscriptions for several terminals on our property. However, the unit cost and extended cost of these annual subscriptions were significantly overstated resulting in an overcharge of $34,000. Our account is set up for automatic ACH payment so Revel received approximately $43,000. Once the company was contacted we were bounced around from department to department to deal with the issue. This overcharge has been acknowledged by Revel and a revised billing proposed which agrees to our expected annual expense, which resulted in a request for refund being sent to the Revel AR department. It is important to note the same issue occured last year during our renewal period. Needless to say we are a small business and the overcharge has caused undue financial hardship on our organization. When I called today (8/8/23) to follow up on the discussion I was again bounced between departments and given the explanation that the refund will take five business days. When I asked to speak with a manager / owner I was denied saying that they could only forward a message on to the parties on my behalf. This is an utter disgrace on many accounts. Poor customer service and lack of ownership/initiative to make it right. Revel did not have to wait to pull the funds from our banking account and they have in their power to escalate the resolution but choose not to. They have acknowledged their error in billing and that a refund is due, but continues to fail on following through. This certainly makes me hesitant to partner with the company in the future and certainly advise other businesses to do the same.

  Business Response

  Date: 08/09/2023

  Hello, we are sorry to hear about this.  Could you please provide your billing case number so we can have this escalated for you. 

   

  Thank you ! 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20440850
  
  I am rejecting this response because:

   

  Case Number: 02364212 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/11/2023

  Thank you for sending that over.  I checked the case and I see we sent an email on August 9th saying the refund has been processed. It could take 3-5 business days for processing.  If you do not see the funds within 3-5 business days please respond to that case so the team can assist. 

   

  We do sincerely apologize for this inconvenience.  Please let us know if there is anything else we can do to help 

• Initial Complaint

  Date:07/25/2023

  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.

  Revel Systems refuses to cancel my contract. They allege that an employee agree click ok to a pop up contract. Non of my employees ever clicked the pop up or have memory of doing so.

  Business Response

  Date: 07/26/2023

  Revel Systems provided the client with a notification on their Revel Management console that let them know we were updating our terms and conditions to new 36 mo agreements.  This was presented to the client and when they clicked the notification they accepted a new term.  We have offered to work with the client on new pricing structure as we were told the system is just too expensive.  Our team would love the opportunity to work with them on a solution so Revel can remain the point of sale system for the longterm. 

   

  If they do want to proceed with cancellation then there would be cancellation fees to do so.  

• Initial Complaint

  Date:03/02/2023

  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.

  3 months ago I canceled my services with this company and few days later I get an email from a client services specialist telling me that they were wrong and by clicking on a pop up box I extended my contract for 3 years. I never clicked on any pop up. No theyre telling me I owe them $28k. This is completely ridiculous and they have no proof that I signed any contract. They are still billing me. Case #********

  Business Response

  Date: 03/02/2023

  Hello and thanks for reaching out. 

   

  Revel systems updated its terms and conditions and as commonly done in software we showed a notification on the management console indicating that by clicking and accepting the notice it is your agreement to operate under the new terms and conditions. The new terms and conditions come with a 36 mo agreement which is outlined in section 11 of the agreement that was accepted *******************************************************

   

  The agreement was accepted on 9/2/2022 at 5:09 PM which we have record of. 

   

  Click and accept is a common practice within software. 

  We are unable to cancel the account unless the cancellation fees are paid. 

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19525216
  
  I am rejecting this response because:

  After doing business with Revel for close to 7 years, receiving this correspondence is a disappointment to say the least, especially when we have made numerous attempts to continue the business relationship despite Revels failure to provide adequate support, fair processing gateway solution service and unauthorized price increases.
  
  Moreover, although Revel is not authorized to increase prices absent an agreement to do so, you have increased prices multiple times, overcharging us in an amount of more than $18,000 over the years.  Price agreement was $247 monthly and has been increasing drastically and without consent bein $510,71 in the last year.
  
  We decline your argument of us clicking and accepting your proposed agreement By clicking and accepting below" you are hereby representing that you are an individual who is over eighteen (18) years of age and an owner/authorized signatory of the contracting entity and therefore legally authorized to bind the contracting entity) to continue our relationship on October 1, 2022. In fact ************************* who ******* stated she clicked on the link has not worked with us since July 14, 2022, therefore she couldnt click that link, furthermore regardless she has never been and authorized signatory.
  
  
  
  

  Lastly, close and terminate Joselitos Rebel and Fredompay accounts immediately effective on  when we first contacted Revel to cancel the account and return via credit any changes incurred after our attempt to cancel services and credit the approximately $18,000 in unauthorized over charges.

  Also see below and cancel Freedompay, as I called to cancel per your instructions and contrary they say you are the one that need to cancel.

  YrickStorme Son (FreedomPay)
  Mar 2, 2023, 10:25 EST
  Hello ******,
   
  Technical ************************************************************************************************* ************

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

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/16/2023

  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 own a restaurant in ******** **. I was using Revel Systems Point of Sale since we opened in 2018. Our business was taken over by a management group and they wanted to start using a different platform called Toast POS. This management group is in the process of purchasing my business. So I called Revel to let them know I will no longer be needing there services in which they responded that I will need to pay for 1 more month of services because I didnt cancel with 30 days notice. I said thats fine. A few days later I get an email from a client services specialist telling me that they were wrong and by clicking on a pop up box I extended my contract for 3 years. I never clicked on any pop up. No theyre telling me I owe them $28k. This is completely ridiculous and they have no proof that I signed any contract. Here is that email.From: Customer ************************* [********************************]Sent: 1/3/2023 3:48 PM To: **************** Subject: Revel Client Relations Follow-up//*****.revelup.com Hi ******, Hope you're having a great day! I wanted to follow up on where we last left off. The attached pop-up that appeared on the management console was accepted on 5/16/2022 at 1:53 PM that was a notice that the account needs to be updated to operate under the new terms and conditions. By agreeing to that popup when it appeared it confirmed the acknowledgment of our new terms and conditions and to also start a new 36 mo contract. The verbiage states that by agreeing to it you are also an authorized signer/owner on the account.Since the account is under contract, the fees to cancel will be $28,130, however, you do have the option to keep the account open and pay monthly until the agreement is done. Best, **********************

  Business Response

  Date: 01/17/2023

  Hello and thank you for reaching out. 

   

  Revel noticed that as a client the system was operating under old terms and conditions. We provided a notification which was displayed on the client management console of their Revel URL. The pop up notification (attached to this response) stated that by clicking and accepting the notification it is legally binding the client under the new Revel terms and conditions: ************************************************************; Clicking and accepting terms and conditions is common practice within software and it is used to provide updated terms and conditions.  Based on the language of the popup by accepting it you are agreeing to be bound by the new terms which is a new 36 mo contract.  The new 36 mo contract started the following month after the notification was accepted.  Per the new agreement if the client wants to cancel the contract the clause states Revel is owed either 2x the remaining monthly hosting paid left on the term or $15,000 whichever figure is greater. This is outlined in section 11, ****, **** and **** of the new agreement. 

   

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18820089
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  
  

  Revel has no proof that I signed any extension to our contract because I did not. Also if a business is sold to a new entity how could they ever tell the new company what system they have to use. I think it may be time to acquire some legal help for this matter. 

  
  

  Thank you,

  Business Response

  Date: 01/18/2023

  Hello, 

   

  Our engineering team was able to look at the action log of the software. It shows that the user associated with the email address **************** which is the email addressed to the user profile of ******************************  The notification on the management console appeared in view between the dates of 5/1/22 - 5/19/22. Our system shows that the new agreement was accepted by ***************************** accepted the notification on 5/16/2022 at 1:53 PM