Complaints

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

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  LAVU, Incorporated

  6614 Gulton Ct NE Ste B Albuquerque, NM 87109-4407

  
• 

  LAVU, Incorporated

  2632 Pennsylvania St NE Ste D Albuquerque, NM 87110-3650

  

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:12/04/2024

  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.

  I bought this small deli in July of 2022 and started using the existing pos LAVU and it seems really great with what they provide for small restaurant need. But the problem started somewhere in Aug 2023 without any written consent they start charging $100/month for not using there Credit card processing terminal called it LAVU YOUR WAY. First of all I never want to sign up for there CC processing cause it fees was expensive then what we currently used. So by default they charging me $100/month for not to used there CC processor there way which is totally against FTC rules for non-competitive advantage. Why in the world I should be paying LAVU $100/month which is literally 100% more than my current CC processor. I tried to get answer from LAVU to no vail and want all the processing fees refunded and cancel those unnecessary fees. IF I don't get satisfactory response guess what I am taking my shop somewhere else and risk losing any future business from me. I can't force feeding my client/customer and charge them to not eat, same way you can't charge your client not to used all the extra's you provide which is not my way of doing business. Pretty shady way to dupe your long term clients and losing there trust. DISAPPOINTED

  

  Business Response

  Date: 12/13/2024

  Unlike other POS providers in the industry, Lavu allows customers to process credit cards via a 3rd party processor. In August 2023, our policy was updated to charge an additional fee (the Lavu Your Way fee in question) for our customers using 3rd party card processors. Existing customers were notified of this change that would be effective 8/1/23, yourself included, via email on June 22, 2023 and July 17, 2023. Attached is a copy of the email communication that was sent to you, as well as all other customers on 3rd party processing at the time. On 8/1/23, the fee went into effect as communicated and was charged according to policy from that point forward. For customers wishing to do away with this charge, the option is open to switch to LavuPay card processing at a negotiable rate. 

  Customer Answer

  Date: 12/16/2024

  So I had filed this above complaint against LAVU POS corp Albuquerque NM regarding malpractice of duping their clients who are the restaurants and small businesses for thousands of dollars.
  
  SO business did reach out and we were able to find some middle ground solution which I believe it's not perfect but it will help us to move forward. 
  The resolution was LAVU will stop charging any future CC terminal fees $100/month for not to used there Credit Card processor and any other fees for next 3 year and they will honor not to increase my monthly subscription fee of $129/month for next 3 years. I just have to suck it up for the loss of $1800 hoping LAVU will hold their end of the bargain promise.
  
  I appreciate BBB input in resolving this dispute and helping us reach middle ground. Having BBB as an independent agency to provide this platform for protecting consumers against all this huge corporation is significant in achieving our voices heard and having a level field against these crony practices.
  Once again I am really thankful of BBB helping me find a solution to my dispute.
  
  Thanks
  ****** *****
  

  
  

• Initial Complaint

  Date:10/01/2024

  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 have been a multi-year customer with LAVU POS, operating a seasonal business that suspends the account each off-season. For several years, LAVU suspended my account without any fees. However, during a recent attempt to suspend the account, I was informed of a new policy requiring a $75/month fee to hold data. I declined this charge and asked them to review my options. They responded, insisting on the $75/month fee. On a recorded line with LAVU, I stated that if they could not suspend my account as in previous years, then cancel it. I assumed they either suspended my account as before or canceled it. I have requested the audio recordings of my phone calls with their representatives to clarify this communication. The key issue is that they continued to bill me at the full rate during the off-season, despite my clear instructions to either suspend the account for $0 or cancel it. I did not notice this on my statements until the 2024 season. Although they inactivated my account from September 2023 to May 2024, they continued to bill me at the full rate. I requested reactivation in May 2024 and used it thorugh August 2024. At the end of this season, August 2024, I caught the continued billing while my account was inactivated. This was the point of recognition. . . I have communicated with them multiple times, but they are unwilling to refund the overcharge or continue any communication regarding my claim. I have no record of their policy changes except for the 2023 attempt to suspend/cancel my service. I am seeking a refund for the months they billed me at the full rate while my account was inactive. I am a small seasonal business .I look forward to a resolution from LAVU. The software fit my business well and I shared my positive experience at trade shows with other business owners looking to transition to a POS system.

  

  Business Response

  Date: 10/09/2024

  ******,
  We sincerely appreciate your patience while we reviewed this complaint. On 8/28/2023, Lavu received the request to pause your account, ******* ********. On 8/29/2023, we agreed to pause your account at a “reports-only” rate of $75/month. That same day we received your response that the cost was too expensive. Over the next 2 months, multiple refund requests were made to our billing team, but without agreement to move to $75 reports only, or to cancel the service. For this reason, ******* continued to be billed per their standard subscription. On 8/19/2024, we received your request to once again suspend your account, ******* ********, but are told that if it still costs $75, that you would cancel the account. On 9/17/2024, after confirming the cancellation with our Customer Success department, the account was formally canceled. Unfortunately, without a formal request to cancel, or acceptance of the offer to move to the $75 subscription, we could not make any changes to your subscription. This ultimately led to the decision to deny your refund request. Our records indicate that ******* ******** was billed according to its subscription until your cancellation request was confirmed on 9/17/2024. While we show no record of a formal request to cancel prior to now, if you have something showing the contrary please send that to ************************ and we'd be happy to work with you on accommodation. 

  Customer Answer

  Date: 10/10/2024

  Complaint: ********
  
  I am rejecting this response because:
  

  Pull the recorded phone records from 2023. You will hear that I clearly stated to suspend it without cost or cancel my subscription. I would never agree to continue at full billing rate if I continued to state that $75 was too much for a small business to cover in the off season. If you want to make good on anything, refund the difference between the full rate and $75 for each month. That would be a fair resolution since I had no access to LAVU during the inactive periods. 
  
  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 10/18/2024

  Hello ******. We have reviewed our records once more and again do not have any proof of the phone conversations you are referring to. The fact remains that we do not have a request to formally cancel your subscription, thus no refunds are warranted here. 

  Customer Answer

  Date: 10/18/2024

  Complaint: ********
  
  I am rejecting this response because:
  

  There was a call and I did cancel it if it was not suspended. LAVU records these call. It is there. Every call I was on had a notification of recording prior to talking to a representative. 

  From a logical point of view if I did not accept the $75 I certainly do not accept the full price. I would accept the difference from the full price to the $75 as payment in full for all of the month identified. I had no access to the software and did not use it during this off season. You are offering nothing other than to keep the money of a small family business. 

  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:09/30/2024

  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.

  I purchased a POS from LAVU after texting and taking phone calls from their sales representative. I was promised that it would get set up to my specifications. After MONTHS of this not happening, I told them I was returning equipment. (They guaranteed that if I wasn’t satisfied, I could return equipment with no penalty…I have that in text). It’s been a month now and they refuse to send me the address to return or a shipping label. I just want this settled and to be done with them.

  

  Business Response

  Date: 10/08/2024

  We sincerely apologize for the negative experience you’ve had with Lavu. This does not reflect the high standards we strive to maintain, and we are committed to resolving this issue to your full satisfaction.To clarify, our process typically requires serial numbers for initiating RMA requests when returning equipment. This helps us ensure that all equipment is properly accounted for in the correct account. As a gesture of goodwill, we have expedited this process and provided pre-paid return labels for the equipment and have confirmed it is en route back to us, as communicated with you. Once again, we sincerely apologize for the inconvenience and appreciate your understanding. Please don’t hesitate to reach out if there is anything further we can assist you with.

  Customer Answer

  Date: 10/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/19/2023

  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.

  I signed up with Lavu 8/01/2023 to provide our point of sale service. I am using a dual pricing structure in which the customer pays the credit card acceptance fee. This eliminates my credit card fees, so I pay a monthly software fee. Upon reviewing my account after 4 months, Lavu has been collecting the 4% from the customer and also charging me about 10% of my revenue for credit card fees. I looked at the period from 8/1 (when we started) to 11/27. The difference between “credit card plus tips” amount and the amount deposited in my account was over 10%. This leaves my business at a deficit of $10,000 which was supposed to be funded to my business account. I have emailed the company going on over 3 weeks, but there has been no reconciliation or explanation of the missing funds. Lavu continually tells me they are looking into it, but nothing has been done. Please help. I just want to be made whole, and then we can go our separate ways.

  

  Business Response

  Date: 01/18/2024

  Our team has reviewed this issue in detail and has been working extensively for the last month to help resolve the issue. This issue was due to customer error and we have educated the customer on how to prevent this issue moving forward. Due to this being a customer error, we are not able to process a refund. 

  Customer Answer

  Date: 01/20/2024

  Complaint: ********
  
  I am rejecting this response because:
  My restaurant, *** ****, used Lavu software for our POS system starting 8/1/24. Lavu did a daily calculation where accounting reported "card total with tips" on their Control Panel. This amount was the total credit card charges plus the credit card tips that were added into the Lavu system by our staff.
  
  
  For the period from 8/1/23 to 1/1/24 Lavu's Control Panel reports $236,662.12 in "card total with tips" for *** ****. That is $198,815.01 in card charges plus $37,847.11 in credit card tips. These are tips that were added to pre-authorized tabs and submitted with Lavu software and then automatically calculated and batched.
  
  
  Lavu's sister company is **** ******* and they are the merchant processor.  For the period of 8/1/23 to 1/1/24 **** ******* statements show *** **** received a total of $220,300.55 and $10,834.47 of that taken in fees. *** **** received a total of $209,466.08 in band deposits from **** *******.  *** **** only received 88.5% of the total "credit cards with tips" as reported on Lavu.
  
  
  We brought this issue to Lavu's attention in early December and we did not receive any rational answers to our questions.  
  
  
  Finally on 1/4/24 we were told by ********** ***** of Lavu:
  
  
  Hello *****.
  
  
  Thank you for sharing the video. 
  
  
  The procedure you are following on POS is perfect, but there is one more step that needs to be performed from the Control Panel.
  
  
  I see that you wanted to have tips for pre-auth captures so settings are made such that once pre-auth is captured from the POS, at end of business hours you need to go on Reports>> V1 Reports>> EOD>> select the day>> update tips if any >> then click on Submit Tips / Capture Authorization.
  
  
  Please note that the above step is mandatory for these transactions to be successfully captured, but if you don't need tips for Pre-auth transactions we can ensure the steps on POS are sufficient for pre-auth transactions to be captured & batched by changing the settings.
  
  
  Regards,
  ******** *****
  Reporting Manager.
  Mobile: **********
  
  
  
  Lavu is saying that if a credit card tab is pre authorized and you want to add tips then you need to take a series of manual steps to facilitate. This is simply not true. This is a completely automated process. Lavu knows full well that any restaurant needs to add tips to every preauthorized tab. The only reason a preauthorized tab would NOT add a tip is if the tip was paid in cash or the customer did not tip at all and these are rare events.=
  
  
  Our process for opening a tab at *** **** is to first swipe a pre authorization.  Every credit card tab opened at *** **** from 8/1/23 to 1/1/24 was preauthorized on the opening of the tab.
  
  
  Lavu also knows that this is the way almost all of their clients operate. Their customers are bars and restaurants. They all use preauthorization and they all add tlps to pre authorized tabs with Lavu's automated process.
  
  
  ******* ******** is our account rep at Lavu and she told me on 1/18 that they know full well that there is over $16,000 in transactions missing. 
  
  
  In fact, $236,662.12 - $220,300.55 = $16,361.57 of *** ****'s money that is missing.
  
  
  Lavu would like you to believe that money is missing because *** **** did not do a series of manual steps (per Mr *****) that were never part of any automated process.
  
  
  This is preposterous, especially when it is a fact that virtually all of the credit card tabs we opened at *** **** were pre authorized. So it is clear that the vast majority of *** ****'s transactions,where tips were added to pre authorized tabs, were closed out successfully - and automatically.
  
  
  If we needed to take all the manual steps suggested by Mr *****, then almost every credit card tab preauthorized and opened at *** **** that then added a tip would have failed and we would have not received any money.
  
  
  
  Regards,
  
  ***** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 02/06/2024

  The customer reached out on November 1, 2023 due to being unable to capture their full transaction, including the pre-authorization amounts. Lavu worked with the customer and was able to successfully capture the amounts as confirmed to the customer on November 3, 2023.The customer reached out on December 1, 2023 regarding deposit discrepancies. The Lavu team called several times and finally reached him on December 5, 2023. The statement was reviewed in detail with both parties to ensure the rates and fees aligned with his application. After confirming rates and fees are correct, an investigation was initiated on the deposit discrepancy.
  
  Lavu reconciled all the customers deposits and found that the discrepancy is due to not following the process to capture all pre-authorizations and tips at the end of the day. We showed the customer how to capture from the backend, and attempts to recapture pending transactions were unsuccessful since the readers are not meant to hold funds for long periods of time.

  Customer Answer

  Date: 02/09/2024

  Complaint: ********
  
  I am rejecting this response because:

  
  Respectfully to Lavu and their response, this issue with the uncaptured transactions is only a part of the problem. But these uncaptured transactions add up to over $16,000. Lavu software reported these numbers to us on the control panle but then the deposits were much lower.  Lavu says that we notified them in November but they were not able to identify the supposed problem until january!

  We have also requested from Lavu a full list of all missing transactions along with full credit card information so we can process payments but they have not done so.

  We are also getting charged monthly about 4.8% in credit card fees when contractually those fees are supposed to be pushed to the customer (**** compliant dual-pricing).

  When asked for a rate review, Lavu has consistently deflected with the 'uncaptured transactions' reason.  There is alot of missing money AND excessive fees.
  
  
  Regards,
  
  ***** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:11/26/2023

  Type:Sales and Advertising 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.

  Had spoken with a Lavu representative multiple times through October had told him I was not signing anything yet and I was the only one that could sign for the business and had scheduled a day on October 31 for employees to meet at my sister-in-law‘s house so everyone could be there to go over the system and videos together and they were supposed to have a teleconference with Lavu. I never gave any OK for anyone to sign anything, and had told the representative to only go over the videos and how a system worked. I am the only owner of the business, but my wife who is Spanish, and did not understand half of what he said, to her, I was ready to go, which was a lie. Then he asked for the card number to the bank account and never went over anything she asked why he said just for the record, and nothing would be charged to it and she thought when she was going online it was to look at videos. She did not know she was signing on with Lavu. I had already told the representative from Lavu. I was not signing with anyone yet, and had already scheduled a meeting with toast also the following week, so why would I sign when I had not even met with toast yet or spoken with them about their system? He manipulated her out of the account number and the signature even though she is not allowed to sign contracts due to the fact, she cannot read one and understand it now they are trying to charge me $1947 for cancellation after I called the representative and fussed about what he did and he made the comment in a text that my partner signed when I have no partners in this business. She only has the account to pay light bills, water, bills, etc.. he took advantage of her because she did not even know what she was doing as he coached her through to the signature portion with her thinking she’s going to see videos and go over it with the other two people there and did not even realize what she was doing because she does not do any contracts unless I’m there she does not understand

  

  Business Response

  Date: 11/28/2023

  Hi *****, we sincerely apologize for this experience that you encountered. You will not be charged any fees and your contract with Lavu will not be held valid and has been terminated without any repercussions. Please let us know if you have any additional questions or concerns. Again, I am very sorry for your unsatisfactory experience with Lavu.

  Customer Answer

  Date: 11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/30/2023

  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.

  Our business was shopping for POS system and decided to go with LAUV, because they were offering free devices. During initial consultation I confirmed processing fees for credit card and I was told monthly fee of $69 including full coverage for devices. Double checked and was told, that will be the only monthly fee I had to pay. 9/25/2023 I received the contract and the trial term was shorter than the representative said, representative sent me the correction via email. I was asked to make the payment for shipping and prorated fee for month of September. prior to any installation. Then another contract came in via email and was told to schedule a meeting with his boss, to help me to finalize the contract. Saw hidden fees and asked about those fees and sales representative reduced fees and sent me updated contract to sign. Emailed his boss and tried to reschedule the meeting and the boss proceed and we had the meeting on the same day I signed the contract for devices 9/25/2023. The boss tried to convince me for 4 days and told me that the sales representative sent me the wrong contract. I never signed the second contract and emailed the boss on 9/29/2023 that I will stay with my current company and requested refund for shipping and prorated fee LAVU charged. Never heard from the boss. Beginning of Oct. 2023 LAVU charged my account for monthly fee $69+tax. I never received any devices from LAUV, so I thought that will be the mistake or they needed couple of more days to finish my cancellation request. Heard from boss's boss right after the Oct. charge, spoke to me why I should proceed with LAVU. I told the boss, that I don't feel comfortable signing with someone who sent me the wrong contract and fees I was never informed. LAVU never refunded the money and I had to have my bank contact LAVU and dispute was finalized in late Oct.2023. On Oct. 30, 2023 had a phone call from the sales representative about the contract I signed for devices and software with LAVU in Sep. 25,2023 and was told that I will be contacted from LAVU about that contract. They can make changes via email and won't accept my cancellation request via email? If they didn't accept my cancellation request, why did I never receive devices from LAVU? All three staff I spoke from LAVU knew I wanted to cancel the contract within 4 days I signed the contract. I saved all emails and can forward if needed. Shady company

  

  Business Response

  Date: 11/01/2023

  Hi *****, I am very sorry for this experience and I appreciate you bringing this to our attention. It is always our goal to be transparent and provide the best service possible. It is to my knowledge that this situation has been handled now. Please let me know if there is anything else I can help you with. Again, we are very sorry. 

  Customer Answer

  Date: 11/02/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I didn't receive anything in writing that they will null the contract unless this response from LAVU means they accepted my request.

  Thank you
  
  Regards,
  
  ***** **** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 11/06/2023

  Hi *****,

  I apologize for the confusion. Your contract with Lavu has been nulled since your last conversation with our Manager of Customer Success, Amber. The conditions of your contract have been waived. 

  Customer Answer

  Date: 11/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:10/10/2023

  Type:Sales and Advertising 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 was contacted by a Point of Sale company called LAVU Inc for my restaurant ******* * **** *******, during the initial consultation process, the agent ****** ******** told me repeatedly that the only fee Associated with using their POS system would be $59 per month. I kept asking if there was additional card fees and other fees and he said NO. I agreed to sign a 3 year contract with them at $59 monthly, the contract was sent to me and I signed. Then another contract came in my email to sign and there was additional $500 + fee monthly (see attached screenshots) that was never disclosed to me. I asked and they said that was from the bank fees. I told them same day I wasn't interested anymore because I was misled and all fees hidden from me until they made sure I committed to the agreed $59 a month. Now they said if I do not sign the second contract, I will be billed for the entire 3years at $59 per month. I was lied to that the only fee associated with the POS system would be $59 a month and no other fees whatsoever. This company should refrain from using my personal information they collected and no charges will be made to my business account. I canceled as in less than 24hrs after I saw all the hidden charges. Thank you

  

  Business Response

  Date: 10/10/2023

  Hi *****, I am sorry that you had this experience. To my understanding, this issue has been resolved. Please let me know if there is anything else I can do to assist. 

  Customer Answer

  Date: 10/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:08/18/2023

  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.

  I signed up 2 of my pizza shops up for Lavu POS in April 2023 to get their equipment and service installed. They company began charging me before anything was installed. 4 months later the system is still not installed. The equipment was shipped late and incorrectly, meaning that the correct equipment did not arrive. I documented their installer came to the pizza shop 16 times, and each time the shipments were wrong or the service was incorrectly set up. For example, the pin pads could not take credit cards and the online ordering service I paid for was never operational. I cant take payments. I believe I should be refunded the 4 months of fees I have incurred (2 locations at $179 per month). At the very least the company should take back the equipment I paid for and refund that money AND cancel my contract. This is ridiculous.

  

  Business Response

  Date: 09/11/2023

  Hi ****, thank you for bringing this to our attention. I am very sorry for this inconvenience and that your experience with Lavu was not ideal. We are happy to report that our team has been working diligently on this and the issues have been resolved. Please reach out if there is anything else we can do for you! Again, I am very sorry for these issues that you faced.

• Initial Complaint

  Date:02/02/2023

  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.

  This company is taking money from my bank account for services that were canceled more than a year ago.

  

  Business Response

  Date: 02/21/2023

  Hi! 

  Confirming that requested refunds have been processed and no further merchant services fees will be debited against this account.  Please ask the customer to reach out if any further assistance is needed.

  Thank you!

  Lavu Team

  Customer Answer

  Date: 02/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *******