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:11/08/2023

  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.

  We changed ownership in 2022 and signed a contract with sphere for merchant services. A year later they increased their fees and we called and questioned it. They reduced the fees however we inquired about canceling the service. They told us it would be a 500 dollar fee and we can cancel. We then found a new company and when we went to cancel with Sphere they told us it would be ******. When we told them about the previous conversation they said the employee was mistaken and no longer works for the company. They said it was a miscommunication on the ex employees part. *** contacted many people at the company and it takes weeks to hear back from anyone. At this point we have to pay the fees until the service is up. I have been asking for a date to cancel the service since august and have not received an actual answer. Ive actually received two different answers from two different reps. I want to make sure we *************** into another year with this terrible company.

  Business Response

  Date: 11/09/2023

  Contacted customer and explained to him that he was quoted for $1003.00 and not $13000.00. I also explained how liquidated damage is calculated. Given that he was previously presented with and *** of $495.00, we offered to honor that amount and close the account. Awaiting for customer to acknowledge and accept the *** of $495.00 to resolve the complaint. 

  Customer Answer

  Date: 11/09/2023

  Hello,

  I filed the complaint yesterday because this has been an ongoing issue for months. I originally spoke to a representative that told me $495 to cancel back in July. Once I signed with another company and tried to cancel they told me it was ******. I escalated the issue to management and it took months of back and forth for them to basically tell me I was out of luck and they would give me 30% off so it would be ***** to cancel. The admitted to a "miscommunication" by an ex employee by the name of *******. So I stopped using the account and asked when I can cancel - again I received two different answers. When I asked for the correct date in writing - I never got an answer. Yesterday I followed up and asked for an answer and the manager I spoke to throughout this ordeal (*****) told me to reach out to customer service and basically start all over. Thats when I sent the complain to the BBB and then sent an email to the customer service email. To my surprise I was told in writing that if i wanted to cancel then it would be 495. But then the form states it was ****. When I questioned it - they told me it was ****. I called them today and they honored the 495. I am satisfied with the outcome as it is what was originally stated to me in July. however I have had to pay monthly fees since and dealt with very rude customer service reps in the meantime. 

  Please refer to the emails I attached to this response. 

  Business Response

  Date: 11/10/2023

  Customer has been contacted and resolution has been met to customer satisfaction.

  Customer Answer

  Date: 11/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/21/2023

  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.

  These guys took over for ***************. I haven't used them much in the last few years and almost not at all in the last year and a half but my account remained open. I called to look into the charges I have been getting, and what I need to do to close the account. I was told my account auto renewed in early September and that I would have to either stay on and pay the monthly fees or they would let me close for $495.00. The guy I spoke with was nice enough at first, but when he sent the monthly statement and I challenged the offer amount he got pretty short, and used the line "I'm just the messenger". I would highly recommend avoiding these folks.

  Business Response

  Date: 09/22/2023

  We have contacted the merchant and explained the fees quoted to him based on his executed contract. In addition, we offered to waive the *** fees as a goodwill gesture based on time the merchant has received service with us. Awaiting for merchant response to close case and complete cancellation. 

  Business Response

  Date: 09/25/2023

  Customer has been contacted and resolution has been met to customer satisfaction.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awful company that charges ridiculous cancellation fees and will deliberately stall to delay the process for the consumer. We never authorized or consented to an automatic yearly renewal and were getting charged $399 in May/June 2023. When we asked for the full official terms and conditions document (that they say they sent but we never received when we signed up 3 years ago, by the way), our agent J** E******* tells us that the system to retrieve it has been having issues lately. Also, this company uses to be called Anovia payments I guess because our agents email ended with anoviapayments which is no longer a valid address since theyre now Sphere. We ask when theyll be able to provide it and it was left at an I dont know and/or wait 24 hours. When we request to cancel the account since we did not receive the terms and conditions and thus did not receive informed consent of the auto-renewal charge, were told theyll charge $4,316.29 to cancel and is on the verge of getting sent to collections and that the only reason it hasnt been sent there yet is because you requested the T&C. Yeah, OK. They also mention we need a cancellation form (also news to us), which took them several days to reach us by the way. We have called and called several times to attempt to cancel this account and every single step of the way is such a delayed and long process for no reason whatsoever. Again, WE NEVER RECEIVED INFORMED CONSENT OF AUTO RENEWAL and were being charged $4,316.29 for something the company failed to provide. The resolution we want is no fees at all. You said you sent it but we never got it. No agent is of any help any time we call and were told it was in the terms. I cannot believe this companys entire business model is s**** you, read the terms, and then stall every step of the way. Avoid this business like the plague. They have zero interest in the consumer once they've got you. Sincerely, ****************.

  Business Response

  Date: 07/20/2023

   Customer has been contacted and resolution has been met to customer satisfaction with fees waived. This was already resolved in BBB complaint ID: ********.

  Customer Answer

  Date: 07/20/2023

  I have reviewed the business response and accept this resolution of all fees waived.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awful company that charges ridiculous cancellation fees and will deliberately stall to delay the process for the consumer. We never authorized or consented to an automatic yearly renewal and were getting charged $399 in June 2023. When we asked for the full official terms and conditions document (that they say they sent but we never received when we signed up 3 years ago, by the way), our agent *********************** tells us that the system have been having issues lately. Also, this company uses to be called Anovia payments I guess because our agents email provided was *********************** which is no longer a valid address since theyre now Sphere. We ask when theyll be able to provide it and the answer I received was left at I dont know and/or wait 24 hours. When we request to cancel the account since we did not receive the terms and conditions and thus did not receive informed consent of the auto-renewal charge, were told theyll charge $4,316.29 to cancel and is on the verge of getting sent to collections and that the only reason it hasnt been sent there yet is because you requested the T&C. (Yeah, OK. How do you not have an offline copy of the T&C to begin with anyway?) They also mention we need a cancellation form, which took them several days to reach us by the way. We have called and called several times to attempt to cancel this account and every single step of the way is such a delayed and long process for no reason whatsoever. Again, WE NEVER RECEIVED INFORMED CONSENT OF AUTO RENEWAL and were being charged $4,316.29 for something the company failed to provide. The resolution we want is no charge at all due to lack of T&C. You said you sent it but we never got it. No agent is of any help any time we call and were told it was in the terms. I cannot believe this companys entire business model is s**** you, read the terms, and then stall every step of the way. Avoid this business like the plague. Sincerely, ****************

  Business Response

  Date: 07/13/2023

  Customer has been contacted and resolution has been met to customer satisfaction with fees waived. 

  Business Response

  Date: 07/17/2023

  Customer has been contacted and resolution has been met to customer satisfaction with fees waived. 

  Customer Answer

  Date: 07/17/2023

  I have reviewed the business response and accept this resolution of all fees waived.

• Initial Complaint

  Date:11/24/2022

  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.

  Sphere is a payment system that sells the Clover Station Duo system. I purchased this system outright for my business and my account was debited $3013.71 on Sept 27. I am asking for a complete refund based on misinformation. The Clover sales rep at the Toronto RC Show had told me the system had a subscription functionality it turns out it does not have. We had several emails between this rep, myself and my IT person about this system prior to my purchase. Unfortunatley when we got the Station Duo, my IT person and I spent half a day trying to figure it out and, at this point, I realize I'd been sold a bill of goods. I returned the system Oct 6 to ***** **** in Mississauga who confirmed by email they received the system back. The customer service phone lines are not set up to deal with this kind of issue and I have spent countless hours over the last 6 weeks trying to find the right person to help me. There are lots of customer reps who can't help me or put me in touch with the right person. Now I have learned that all sales are final. My original sales rep Christina B**** at Sphere never returns phone calls or emails. Now I've been put in touch with Brian H***** at Sphere (************). I spoke with Mr H***** two weeks ago to explain that I expect to be reimbursed and have left several messages since but there is no return call. Today is November 24 and I don't know what else to do. Your help would be very appreciated.

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 5, 2022/12/01) */ We have contacted our partner, ****** who charged the merchant directly for the equipment. They have agreed to issue full refund to merchant and will give merchant a call once the refund is processed. We called the merchant to advise of the resolution but received VM. A support manager left a detail VM to advise of the full refund for this case. Consumer Response /* (2000, 11, 2022/12/12) */ Good morning and thank you for promptly responding to my complaint. It is interesting to see what the threat of a poor public review can do. Your organization obviously carries more clout than one mere mortal. I really appreciate your help making it happen. The money has been redeposited into my business bank account. I see that they are asking me to "respond favourably" to the complaint and, while I won't take 8 weeks to do it, I may wait until I've had my coffee. THANK YOU ***** **** ********************

• Initial Complaint

  Date:09/28/2022

  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.

  We have a credit card processing terminal with Sphere Credit Card Processing. We cancelled the terminal over the phone on June 7, 2022. On July, August, and September they continued to deduct money from our account. They claim that a cancellation sheet had to be filled out to cancel only they never sent the sheet. We called back in September and requested that the fees be reimbursed and we were told that the fees would not be reimbursed because we did not return the sheet they never sent.

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/09/30) */ Customer has been contacted and resolution has been met to customer satisfaction. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have an oral agreement but I haven't received the agreed upon reimbursement. Business Response /* (4000, 9, 2022/10/04) */ We are currently processing to refund client. Funds can take 5-7 days to hit his account.

• Initial Complaint

  Date:08/10/2022

  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.

  Sphere Commerce was a referred service to us about 3 years ago with the promise of better rates and a month transaction for our clients. We'll the set up and organization of implementing the credit card readers was a nightmare. Long story short we never set them up. When we want to cancel the offered no options to do so, no refund or solution/ assistance of any sort. Fastforward to today the contract is supposed to be expired and all charges were supposed to be stopped and the account closed. NONE OF WHICH HAS TAKEN PLACE. I have called multiple time and have had agents tell me nothing can be done. Called today and "No one is available at Sphere to assist customers" from another company supposedly in their network. I need a refund of the service that was never set up or used properly. If I add that up 36 months of reoccurring charges totals up to some serious $$. I need a resolution and my account closed and for Sphere ro stop charging me for something I have NOT AUTHORIZED.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/12) */ Customer has been contacted and resolution has been met to customer satisfaction. Consumer Response /* (2000, 7, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/02/2022

  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 was referred to Sphere Commerce by a good friend. I explained what I needed as it would be seasonal for my summer camps. They said that they could BEAT Square's rates. I read the contract and advised that I didn't need the service year round. They assured me that I could pause and freeze as I pleased. They sent a credit card processor which I didn't need and charged close to $400 dollars. I asked why and they said it was included and that it was a fee for start up. Next month they charged $320 and when I called they said that they made a mistake and that they could only refund half. The next 2 months they charged $180. I spent over $1,000 and I HAVEN'T USED THE SERVICE. If you are approached, GO THE OTHER WAY. THIS IS NOT GOOD BUSINESS!!!!!

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/03) */ Customer has been contacted and resolution has been met to customer satisfaction.

• Initial Complaint

  Date:06/03/2022

  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.

  We have been with company 3 years prior to renewing contract. 10/2021 "up graded" equipment sent out in November to wrong address so that caused a delay we started using the equipment in January and started having trouble in March. They have tried trouble shooting several times, sending out new equipment, new SIM cards, multiple calls, departments and people still no resolution. Meanwhile we are still paying for service we are not receiving. We have to use our Wi-Fi which is suppose to come on the device for a monthly fee that we pay and using outside Wi-Fi poses a safety issue with people credit card info. They said we can key in the entries however it cost more and we still need Wi-Fi so in actuality we cannot process payments with no internet. We are asking for help getting out of this nightmare without penalty as they have not held up their end of the contract. We have dates and names of people we've spoken to available for review. We are hopeful the BBB can help us with this as we're a small business and this issue is threatening our survival.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/06/20) */ Merchant is up and running on the said device with no issues. We have also reached out to merchant and provided clarity on the executed contract. Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sphere reached out to say the error occurred due to them not attaching the correct code to the device. They in no way communicated any compensation for their months of errors and disruption in our business. They have sent the device back and we have yet to receive it so I cannot say if the issue is really resolved with the device.

• Initial Complaint

  Date:05/20/2022

  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.

  We signed up for this service back in 2018, and literally never used the service. They have been charging us continually since then and when we called to cancel, they offer no resolution or customer service to resolve the issue. These guys are scamming people with extraordinary charges (read other reviews, super expensive) and do not care 1 bit about customer service or retaining a cleint. Customer service means you work with the customer to make them happy, or at least meet half way. Rather, they say screw you, read the contract, get lost. That is bad business. Mr J ****** you would not be seeing this review if you would have just worked with me. DO NOT USE THESE PEOPLE we never agreed to renew our contract or to allow you to continually bill us. AND WE NEVER USED THE SERVICE ONCE. These guys just charge away and their fees are exorbitant. To date, they have charged us over $3000 for a service that we do not use, and have zero interest in resolution. There is a reason they have a D- rating and 1/5 stars. AVOID BUSINESS WITH THIS COMPANY AT ALL COST. Guaranteed their response will be 'it's in your contract'. No $#!@. It's about servicing the client, which, clearly, you all do not care about. Actions speak louder than words, and all y'all care about is getting your money. There is not 1 company in the world that does not offer a refund or something to simply wrap it up. You got 3k+ for something that we never used. Common sense.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 7, 2022/06/13) */ Customer has been contacted and resolution has been met to customer satisfaction Consumer Response /* (3000, 9, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr w**** told me they could not do anything. I lodged a complaint with BBB. All of a sudden he can do something! They offered a minimal refund. More funny business. And I am NOT satisfied. Sphere Commerce has been taking money from us for literally years. They could have done something right in the first place and worked with me, but its just more funny business. Scammy as all get out. Refund us and I will tell the world that you are actually business people that although slow, finally come to your senses. AVOID THIS COMPANY. IF ANYONE DID THEIR RESEARCH THEY WOULD NEVER SIGN UP IN THE FIRST PLACE. DO NOT USE. DO NOT USE. DO NOT USE.