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:01/18/2025

  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 was contacted by a representative of ****** to sell me their program for my business of dumpster rental. I told the agent of ****** what I was looking for as a point on sale program. I explained to the agent that I want a platform where I could make payments on site because I don't have a storefront type of business. And the reason that I am looking to change is to eliminate the high percentage charge for credit card use. ****** saleperson stated that ****** would meet all my needs. First, It took POSNOW to setup a meeting time to set up the program. They tried setting up a meeting with training agents in ****** and ************** which presented a time conflict. When I received the equipment, I realized that the agent misrepresented the information that the equipment could forfill my business needs. So, I returned that equipment and went through their procedure of partipating an orientatation to cancel the service. First, they told me I owed for the equipment. I provided them with the Fed-X tracking slip. Now, January 18, 2025 a representative told me that I signed a *************************************************************************************Record will show that I never made any transaction on the equipment. What I am asking is for POSNOW to clear this account of a balance that I never created because they used fraudulent tactics to sell their products. To explain it plainly, the saleperson lied to obtained my business.

  Business Response

  Date: 01/22/2025

  Thank you for reaching out and sharing your concerns regarding your agreement with EposNow.
  
  After a thorough review of the sales communication and all relevant documentation, we can confirm that no misrepresentation or misselling occurred. The information provided to you during the sales process was accurate and aligned with the inquiries you made regarding your business needs. Our team ensured that the details of the solution, including its capabilities and contractual obligations, were clearly communicated.
  
  As such, we stand by our position that the agreed contract terms remain valid, and we are within our rights to require payment of the exit invoice as stipulated in the agreement. Our communication regarding these terms has been consistent throughout our interactions.
  
  Kind regards

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22828897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/23/2025

  The information that POSNOW stated is not accurate. The salesperson says that the unit was mobile which its not. What they did you had to provide financial and personal information before they sent the payment equipment. When the payment equipment arrived, I informed several people of POSNOW that I couldnt use the equipment for my business that my business goes to the work site. I needed to be to able to use it like Square point on  sale equipment.  That I changed from ****** because they took percentage cost out of my transaction. I then got Procharge that charges the customer high fees for credit card use. I was looking for something lower for the customer and plus being mobile. I explained that to the salesperson. The salesperson said that they had both plans. When the equipment arrived, I tried on several occasions to contact a representative from ******. This was very difficult. I even talked to a couple of representatives in **************. We were having a time problem. After trying to contact them on several occasions which caused excessive amount of time because I finally reached someone. The person that made contact was assigned to train me on the equipment. I told the person that the equipment is compatible to my business. I cant use it. Apparently POSNOW has a procedure of over the phone cancellation where you talk a POSNOW representative to cancel. It was a female that I talked to about the cancellation and sending the equipment back. There was never no mention of contract or subscription. I didnt sign anything. I gave them a blank check and my ID before they sent the equipment. They said that the service could only be activated only after Ive been trained. Training never happened because when I realized that I couldnt use their service , I told that their service doesnt comply to my needs.

   

  Business Response

  Date: 01/23/2025

  Hi There.
  
  I'm sorry but we did sell and ship you the mobile unit known as the Pro +. This is a handheld all in one POS and Payment Processing device capable of connecting via WiFi or 5G Cellular out of the box.
  
  We have provided you with the equipment you requested during the calls with our sales team at the agreed processing rate and monthly cost for services. If you require further training we will be glad to provide you with this to ensure you understand any aspects of the software or hardware that you are finding challenging.
  
  The only reason we have enforced your contractual terms and exit fee is you vocalized your only wish was to cancel your services. Should you wish to receive the training and support you have outlined as needing please let us know the best time and contact number to reach you on and we will ensure we support you fully.
  
  If your only desired outcome remains to cancel your account, ********************** must insist on your contractual obligations being met and the balance paid in full.
  
  Kind regards 
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22828897
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/23/2025

  The point that I was trying to make was that I had **************** app but wanted to change because it charged my customers too much for credit card transaction. It is a mobile app for businesses with no office or building for customers to come. Your payment service only allows for store front applications. No out of the store transactions! Although I wanted fees allowed for my customers, you could not provide mobility for payment transactions. I advised the salesperson that I need to be able to make transactions in the field. Now, Procharge was an example to the payment service that I already had and still using because I can make payments in the field. I dont have a store, building or office where customers can make payments. I explained that to your salesperson. What you did have was low credit card charges. The only way that I could use your equipment would be to collect the customers information and take back home and then charge their credit card. Believe me most customers are not going to approve of that. If you check, I never ran no transactions on your machine. As soon as I realized the situation, I tried contacting someone about issue. Now, you dispute this but your organization is not easy to get hold of. I cant count the number of times that Ive been put on hold for long periods of time. My next move is to file a complaint with ************************************** and ************************. Someone will have to tell me that you cant cancel a service if the product doesnt work.

  Business Response

  Date: 01/27/2025

  Hi There,
  
  We listened extensively to the calls you had with your sales *** and the only functionality that was covered was the ability for the payment solution to be functional both in the field and at home which it can do. Using the 5G you can easily collect payments out in the field and using the Pay By Link feature you are able to send payment links to customers devices which allows them to securely pay the correct total for goods and services.
  
  This was all that was discussed and we have provided a solution that is fit for purpose based upon what you requested pre-sale.
  
  As such our stance if firm as previously stated.
  
  Kind regards 
  

  Customer Answer

  Date: 01/27/2025

  My position is also firm. I definitely am paying for something that didnt fit my business operations. Plus there was no statement made about subscription. I guess the best option for me is to file a complaint with ************************. They will require all a more detailed explanation on both of our part. 
  

  Thanks

  Customer Answer

  Date: 01/27/2025

  Date Sent: 1/27/2025 1:51:45 PM
  

  My position is also firm. I definitely am paying for something that didnt fit my business operations. Plus there was no statement made about subscription. I guess the best option for me is to file a complaint with ************************. They will require all a more detailed explanation on both of our part. 
  

  Thanks

• Initial Complaint

  Date:01/11/2025

  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.

  we have been agreed for 19$ month but they are charging us 39$ per month.we should be received 300$ referral credit and we did not receive it either.they are not answering our phone calls nor emails for 2 months.

  Business Response

  Date: 01/14/2025

  Hi There,

  We apologize for the incorrect billing being setup on your account. We are amending this to the agreed $19 per month and refunding you for the difference on monthly payments made to Epos Now thus far.
  
  Kind regards 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22799584
  
  Thank you for your answer finally.

  We also did not receive our 300$ referral. I sent you my cousins and they also set up your system at their furniture store.

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

  Business Response

  Date: 01/16/2025

  Thank you for alerting us about the referral, what is the point of contact or business name of the customer you referred? We can then qualify their account and sync with our Referral team on sorting your referral pay out. 

  Kind regards 

  Customer Answer

  Date: 01/16/2025

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

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

  ste 103

  *****, fl 33127

  My point of contact is owner of the business Cem who is my cousin.

  They are using your software and equipment already.

  your people never help us or answer our emails.

   

   

  Business Response

  Date: 01/17/2025

  Hi There,

  I have received confirmation from our Referral Team that they payment for your referral will be made on 02/16/25

  Kind regards 

  Customer Answer

  Date: 01/20/2025

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

  Customer Answer

  Date: 02/24/2025

  Date Sent: 2/24/2025 10:07:24 AM
  

  in the complaint we made EPOS NOW told us that they were going to pay us on feb 16th.

  they sent this message on BBB. They did not pay us. so this is basically same claim for them because they did not keep their promise

  Business Response

  Date: 03/25/2025

  Dear ***** *****

  Thank you for bringing this to our attention and we apologise for this current issues faced. 

  I have reviewed your account and it shows a refund of $57 was made on 10th March 2025 and should be in your account. As for the referral we can see that case ******** had been reopened with the comment of asking about the referral and we apologise that ***** has come back to you. We will review, reach out to the relevant team and make further contact with you on this through the case. 

  We will be in touch in due course and have recorded this matter on your account. 

   

  Thank you

  ****** ******* - Global Complaints and Socials Manager 

• Initial Complaint

  Date:01/08/2025

  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.

  From October 2024 -present day. They continually charge my card after I've spoke and written I do not want to have anything to do with this system nor this company. This a predatory company lying and finding behind small print. They got my card from the link and continually use it to draw fees every month. Even after I've ask to be released from contract.

  Business Response

  Date: 01/13/2025

  Hi ******,

  Thank you for sharing the challenge you have experienced with your Epos Now account. When you purchased the goods and services from us you signed and agreed to the Terms and Conditions which included a minimum term and payment amount. We are continuing to bill you as a result of this.
  
  If you no longer wish to use the service your options are either to continue to pay off the balance monthly until the minimum term end date or we can process your cancellation by taking the full amount upfront.
  
  We have attached your paid invoice which contains all the details on the contractual terms.

  Kind regards 

• Initial Complaint

  Date:12/24/2024

  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.

  This POS is so faulty. It has so many problems. Especially their reporting. So many errors in reporting. However, this current problem I am having is a major problem. I will run a card and it says approved, everything works properly and goes smoothly, the amount is in the completed transactions, shows on the cc machine, shows on end of day paperwork, and then it isnt included on my payout. Come to find out, the transaction wasnt successful. Their POS doesnt give me any indication that it wasnt successful, so Im stuck without the money from the ** sale and EPOS blames it on a network issue. This is really disappointing as a small small business. Its costed me hundreds this week alone. Heartbreaking. And they wont do anything to make it right or address the problem. Basically its my problem not theirs.

  Business Response

  Date: 01/08/2025

  Hi ********,

  Thank you for reaching out to share the challenges you are experiencing with your Epos Now account.

  We have investigated the issue you have described and can see a member of our Management team has been in contact to try and get this resolved for you.
  
  Our recommended method to resolve this would be to swap the device you currently have with a device that can revert to using 5G in instances where the network connection can drop. This will ensure that transactions can always be correctly finalized without issue. The Manager has also offered you complimentary billing to offset the value of the transaction that was unable to be processed end to end correctly.

  Kind regards 

• Initial Complaint

  Date:12/02/2024

  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 use them as my credit card provider and they have not gave me a payment since nov. 5, 2024 . i call and no one can answer me with any info on why they are not releasing my funds . they have my money and i have no merchandise and i have try everthing to contact these people , they are driving me out of busy . please help me resolve this. oh yea they had the nerve to take a ***** monthly payment are they serious

  Business Response

  Date: 12/12/2024

  Hi ******,

  Thank you for reaching out and sharing the challenges experienced with your payouts. We absolutely want to assist you with this situation.

  Our Payments Monitoring team have reached out to the email address on file: ********************** with more information on this matter.

  Please direct all communication to them in order to resolve this.

  Kind regards 

   

• Initial Complaint

  Date:11/27/2024

  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 am writing to formally lodge a complaint against Epos Now, a merchant payment processing system that has caused significant distress and financial strain on my business. My account number is **********, and I strongly advise potential customers to steer clear of this unprofessional company.For over six months, I have been a client of Epos Now without any chargebacks or issues. And payments consistently went on hold every other payout during this entire time ! However, I was recently informed that due to the high volume of clients and payments, Epos Now can no longer facilitate my business, labeling it as a risk to them and their bank Ayden. This is unacceptable, especially considering my record of reliability.After receiving an email stating that my account would be closed, I reached out to their customer service. I was told that my account was back in good standing, and I was encouraged to continue using their system. Trusting this information, I had my employees proceed with transactions. However, the following day, I discovered that my system was locked down after being assured it was operational. This led to the shocking revelation that Epos Now is withholding over $15,000 USD of my payouts, with a representative named ****** stating that it could take up to six months for these funds to be released.The lack of professionalism and clear communication from Epos Now is alarming. I have sent numerous emails seeking clarity and assistance, only to receive repetitive responses that my payments might be delayed for "up to 6 months." A reputable company should provide a specific timeframe for payment release rather than vague estimates that leave clients in limbo .This situation has severely impacted my business operations, and I am now compelled to seek legal advice to resolve this matter. I urge others to reconsider doing business with Epos Now to avoid the distress and financial uncertainty that I have experienced.

  Business Response

  Date: 12/12/2024

  Hi Bianca,

  Thank you for taking the time to share the challenges you have recently experienced with regard to your payouts being held.
  
  Our Payments Monitoring team has been in contact with you over this matter and provided accurate information with regards to both process and timeframe on funds being released.
  
  When a customer purchases payment processing, there are terms and conditions that must be adhered to to avoid any disruption with service.
  
  We are unable to provide any further information on this platform due to the sensitive nature of the subject matter.
  
  Please direct any and all communication to ***********************************************************************
  
  Kind regards

• Initial Complaint

  Date:11/15/2024

  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.

  As a new small business, our customers want to purchase gift cards, especially approaching the holiday season. Our small business uses EPOSNOW Cash register POS device. We have been trying to get gift cards that we purchased through EPOSNOW since September. We finally received the cards on October 30th. The cards are not what we ordered and are not compatible with their POS system, their system that we are paying for. We have spoken with EPOS many times and they continually put us on hold and stretch the call out for one to two hours and nothing gets resolved and yet they continue to close the case saying it is resolved. They will never let us speak with a manager. We repeat the details of what has happened over and over again, even though every representative is taking notes. They have been dishonest and not transparent with their gift card process. They are not transparent with being able to solve the problem. Every time we call same excuses and additional excuses from each different representative, ******* *******, ******* ********, ***** *****, ****** Brushny, ******* ****** and ****** ****** are a few of the representatives we have spoken with and emailed. They will not refund our ****** that we paid for the incorrect non-scannable cards nor will they make the situation right. They claim the cards came from a third party and they are making no effort to get our money back from a company they contract with. The cards that will not work with their POS/cash register system that we purchased from EPOSNOW. Your help is greatly appreciated with what we believe is a company that continues to demonstrate a lack of integrity and transparency. We are asking that our purchase for false gift cards be reimbursed to our small business.

  Business Response

  Date: 11/26/2024

  Hi There,

  Thank you for taking the time to share the challenge you have experienced with your gift cards.

  This should be easily resolvable and we are having an experienced member of our service team take ownership of this for you. They will be in touch asap.

  Kind regards 

• Initial Complaint

  Date:11/06/2024

  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.

  I purchased a POS system from EPOSNow and set it up. This machine is faulty. I have asked to return the system and end the contract. It was within 3 days of receiving it. I had seven days so this request is well within the seven days They have argued with me and told me that I had to pay ****** to get out of the contract which I reluctantly did and still they will not provide a return shipping label or any details of my return EPOSNow has asked for pictures and I sent them to the correct email and they have replied that I sent them to a non working email Thank you for any help concerning this matter ******* *****

  Business Response

  Date: 11/08/2024

  Hi *******,

  Thank you for reaching out and sharing the challenges you have experienced in closing your account with **********************.

  It looks like you have been in contact today with our **************** team and they are facilitating the sending of your pre-paid return label. You should receive this by the end of the day.

  Kind regards

  Customer Answer

  Date: 11/19/2024

  EPOSNOW has returned the *** system back to me stating that i have to record the glitches that the machine did when i first ask for a return label and re imbursement. Information that I obtained from their website tells me that I could return the product and cancel without fees. I have already paid an early cancellation fee and that wasnt supposed to happen. I would just like to have a refund and it seems as though they are making it very difficult to do so. We were hit by Hurricane ****** really hard at our place of business. EPOSNOW requested that I take the *** system to my house and record the glitches. We are working very hard to get the business up and running again and really dont have lots of time to do this. I am in need of this refund as our business is really struggling right now. Thank you for your help in resolving this matter.

  ******* Myers 

  Customer Answer

  Date: 11/19/2024

  Date Sent: 11/19/2024 12:22:28 PM
  

  EPOSNOW has returned the *** system back to me stating that i have to record the glitches that the machine did when i first ask for a return label and re imbursement. Information that I obtained from their website tells me that I could return the product and cancel without fees. I have already paid an early cancellation fee and that wasnt supposed to happen. I would just like to have a refund and it seems as though they are making it very difficult to do so. We were hit by Hurricane ****** really hard at our place of business. EPOSNOW requested that I take the *** system to my house and record the glitches. We are working very hard to get the business up and running again and really dont have lots of time to do this. I am in need of this refund as our business is really struggling right now. Thank you for your help in resolving this matter.

  ******* Myers 

  Business Response

  Date: 11/26/2024

  Hi *******,
  Thank you for reaching out and sharing the challenges you have experienced in closing your account with **********************.
  It looks like you have been in contact today with our **************** team and they are facilitating the sending of your pre-paid return label. You should receive this by the end of the day.
  Kind regards

  Customer Answer

  Date: 12/02/2024

  It was explained to me that if I wasn't happy with the product within seven days that I could return system and there would be no fees. I did that. We were right at the first of Hurricane ****** and I couldn't trouble shoot the system. Nor should I have to, this was a new system and it did not work properly. I don't feel like a should have to pay over $800.00 for trying something new. EPOS NOW has very poor customer support. The attached screen shot is from their support.  team chat. Please help with this matter.

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

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22523198
  
  I am rejecting this response because:Date Sent: 11/26/2024 5:33:15 PM
  Hi *******,
  Thank you for reaching out and sharing the challenges you have experienced in closing your account with **********************.
  It looks like you have been in contact today with our **************** team and they are facilitating the sending of your pre-paid return label. You should receive this by the end of the day.
  Kind regards
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/12/2024

  Hi *******,

  We are unsure why you have rejected the response we have provided. We can see that you attempted to return ALL equipment provided to you by Epos Now which is not the process we initiated. We require only the credit card processor to be returned to us.
  
  We can see you spoke with a member of our complaints team in regard to this and they relayed this information to you again.

  Kind regards 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22523198
  
  I am rejecting this response because this is not a fair or reasonable response. I was told when that I could return the equipment if I was not satisfied with the product and would get a refund. That is not what happened at all. I was also charged for a service that I couldn't use due to a faulty machine that could not be set up. If the machine is new those issues should never have happened. I did not have internet at our place of business, your service **** suggested that I take the machine home with me to show you the faulty program. That was not possible at the time due to Hurricane ******. I was told how wonderful the service would be until I actually purchased it then, customer service was not so customer friendly. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/16/2024

  I am rejecting this response because this is not a fair or reasonable response. I was told when that I could return the equipment if I was not satisfied with the product and would get a refund. That is not what happened at all. I was also charged for a service that I couldn't use due to a faulty machine that could not be set up. If the machine is new those issues should never have happened. I did not have internet at our place of business, your service **** suggested that I take the machine home with me to show you the faulty program. That was not possible at the time due to Hurricane ******. I was told how wonderful the service would be until I actually purchased it then, customer service was not so customer friendly. 
  
  Hi *******,
  
  All sales are final and we do not provide a conditional return on any products or services as outlined in our T's and C's. We are cloud based POS which requires a stable internet connection, as such we are unable to troubleshoot any faulty equipment if you do not have a reliable internet connection. Required troubleshooting is performed via remote session which is why we requested you connect the device at home in order for our team to assist you. 
  
  We attempted to assist you with the challenges you were experiencing but we can only do so much in situations where your environment isn't able to grant us the access we need.

  We remain fully open and willing to assist you with your challenges, however if your only desired outcome is to cancel your account then we will maintain our stance as previously stated.

  Kind regards 

  Customer Answer

  Date: 12/21/2024

  As stated on your website and per phone conversation with customer service this is NOT what was explained to me and if everyone has to read the tiny fine print on the user agreement then theres absolutely no reason for salespeople to explain to buyers what is not true. 
  So, do what you feel is necessary. 
  Buyers BEWARE!!! They do not have your best interest, they have their sales at their best interest 

  ******* Myers 

  Customer Answer

  Date: 12/23/2024

  Date Sent: 12/21/2024 12:53:04 PM
  

  As stated on your website and per phone conversation with customer service this is NOT what was explained to me and if everyone has to read the tiny fine print on the user agreement then theres absolutely no reason for salespeople to explain to buyers what is not true. 
  So, do what you feel is necessary. 
  Buyers BEWARE!!! They do not have your best interest, they have their sales at their best interest 

  ******* Myers 

• Initial Complaint

  Date:10/18/2024

  Type:Product 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.

  We entered into a contract with Epos Now on November 30th, 2023, for their credit card processing service. We purchased their software outright but agreed to rent their card processing equipment. Epos Now agreed to put the account on hold in January of ********************************************************* January, they started charging us anyway for the account fees that were suspended and continued charging us multiple times. We continued to contact them throughout the year to discuss the charges and demand refunds and they delayed the refund assessment all the way through October before ultimately denying the refunds. They sent a threatening letter on September 24th to return their equipment within 30 days or we would be charged "substantial" fees. We filled out the appropriate forms on October 2nd to be sent a return label so we could send it before the 30 days was over. We have still not received a return label as of October 18th, after multiple phone calls and discussions. We have tried everything in our power to exit the one-year contract amicably, however they continue to threaten us with extra fees while not upholding their end of the agreement for a one-year contract and not providing a return label. We are now afraid they will delay the return label past the 30 days so they can charge us extra fees including fees based on a non-existent three-year contract. Epos Now were the first to break our contract and continue to take our money without good reason, do not respond to questions and do not supply reasonable explanations as to why. They are now charging us $1,692.00 to exit the contract early, without crediting our past payments. Back in March we were told the exit fee would not exceed $760.00 and they convinced us of the benefits of putting the account on hold until February 2025, rather than discontinue the contract and return the equipment.

  Business Response

  Date: 10/31/2024

  Hello *****/*****,
  
  Thank you for reaching out and sharing your experience. Were truly sorry to hear about the hardships youve encountered with your business location and understand the frustration of navigating these challenges during what should have been an exciting time.
  
  We appreciate your efforts in communicating with us and acknowledge that weve received the credit card processing machine back. Based on your initial agreement, **** carefully reviewed the account, and I can confirm that the remaining balance owed is $571, which reflects the months left on the original 12-month minimum term contract.
  
  You can pay this sum either through your subscription hub on the software or by calling our team on ************ option 2.
  
  Our intention is always to support our customers through these situations. Please know we are here to assist in any way possible, and if you have any additional questions or require further clarification, dont hesitate to reach out. Thank you for giving us the opportunity to address this directly.
  
  Warm regards

  Customer Answer

  Date: 11/01/2024

  Here are additional documents that we received after filing our initial complaint with BBB.  The documents show further communication between us and Epos Now, and two additional charges they processed on our account.  The first charge was October 29th for $98.  The second charge was on October 31st for $20, which was the same day we received notification from BBB that they had replied with a new Exit Fee amount.  We do not believe the new Exit Fee amount reflects these two recent charges and we don't understand why they were charging us when we already started the exit process.  Also, the October 31st invoice states "Next payment of $20.00 will be taken on 30 November 2024".  In light of the recent charges, we do not trust that Epos Now will stop charging us once the Exit Fees are paid.  We want documentation stating the final Exit Fee that reflects the last two charges, AND explanation that they will stop charging us and will not produce any future bills or send us to collections.

  ***** ******

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22442601
  
  I am rejecting this response because:

  Here are additional documents that we received after filing our initial complaint with BBB.  The documents show further communication between us and Epos Now, and two additional charges they processed on our account.  The first charge was October 29th for $98.  The second charge was on October 31st for $20, which was the same day we received notification from BBB that they had replied with a new Exit Fee amount.  We do not believe the new Exit Fee amount reflects these two recent charges and we don't understand why they were charging us when we already started the exit process.  Also, the October 31st invoice states "Next payment of $20.00 will be taken on 30 November 2024".  In light of the recent charges, we do not trust that Epos Now will stop charging us once the Exit Fees are paid.  We want documentation stating the final Exit Fee that reflects the last two charges, AND explanation that they will stop charging us and will not produce any future bills or send us to collections.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/05/2024

  Hi *****,

  As you are still under contract we will continue to bill you until the minimum term is met, the exit amount will continue to reduce with these monthly deductions.The $571 quoted including the most recent payments being deducted so currently is accurate, however this will of course reduce if the total payment isn't made as we will attempt to collect the next bill in sequence.

  Kind regards 

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is NOT satisfactory to me, we paid the Exit Fee with EposNow and we are hopeful no further charges will occur, and communication will cease to exist between us and them.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/17/2024

  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.

  EPOS now aggressively attempts to close the sale and get a person to sign a contract by lying about rates. They called me late on a Saturday, told me that my rate would be competitive with over companies and gave me a specific number that was lower then a Square. When I agreed to use Epos Now. I was was lead to sign up and pay for equipment. The next day when I started setting up the software I seen my rate was higher then promised and I could not use features the competition has. I immediately called to cancel and did not get a call back. I reached out for 3 days trying to prevent the equipment from being shipped out. When I finally spoke to someone they said I signed the contract and refused to honor my request to cancel. The associate refused although I was lead to sign a contract with false advertising. The associate said he could try to get my rate lowered but refused to cancel. I tried several times to cancel services within the first few days. This company is unprofessional and has illegal sale practices.

  Business Response

  Date: 10/18/2024

  Hi ****,

  Thank you for reaching out and providing insight into the challenges you have experienced initially with your account.

  We will gladly look to honor anything that was promised before your purchase, what were you quoted with regard to processing rates?
  
  Did you query additional costs for extra services such as online delivery functionality?

  Kind regards 

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22434402
  
  I am rejecting this response because:
  
  You have provided misleading information to get me to sign a contract and now want to drop the rate so I am forced to stay in the contract. Your business practices are not professional and I do not trust my financial information in your hands. I demand i am released from this contract and your equipment will be sent back when it is received. I still have not received a Product or services from you. The equipment was promised to have been delivered by 10/17/24 and I still do not have it. I demand all of my financial information and private information be deleted immediately.

  Sincerely,
  
  **** *****

  Business Response

  Date: 10/31/2024

  Hi ****,

  We certainly have not provided you misleading information in this situation, all credit card sales have a default rate associated with them. Our competitors are no different with default rates quoted online. That being said we are 100% going to provide and stand behind any negotiated rate you have received. We have investigated the sales calls and the agreed upon rate for your sale was 2.6% and 10 Cents per transaction, this is the current rate applied to your account. Do you have any further evidence where a different rate was agreed upon?
  
  Looking at your order we have a confirmation of deliver on 10/21/24 signed for by JWhite at 1:15pm. Please see the tracking link attached *****************************************************************************************
  
  This was delivered to the address specified on the same sales call.

  Kind regards