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LevelUp Reviews & Complaints
Overview
LevelUp offers a variety of payment processing solutions, focusing on mobile payments and customer engagement tools for businesses. This article will review the company's service offerings, pricing structure, contract terms, and customer feedback. We will assess the transparency of their fees, the quality of their customer support, and the overall satisfaction levels reported by their clients. By the end of this article, you will have a clear understanding of what LevelUp provides and whether it fits your business's payment processing requirements.
About LevelUp
LevelUp is a one-of-a-kind credit card processing service that entered the merchant services industry in mid-2011. The company is based in Boston, MA, and has established itself as a unique alternative in the world of mobile payments. LevelUp was acquired by online and mobile food ordering platform GrubHub in September 2018, but the company appears to be maintaining its own branding for the time being. It has yet to be seen how the acquisition will affect LevelUp's rating on a long-term basis, but for now this review will cover the company's current operations.
LevelUp Products and Services
Payment Processing
LevelUp offers an app that enables businesses to accept credit and debit card payments in a unique way, distinct from traditional merchant account providers. The service is marketed to consumers as a secure method to store payment card information and pay businesses using unique QR codes displayed on their mobile devices. This technology allows customers to connect with LevelUp clients and earn rewards for loyalty and first-time visits. For businesses, LevelUp provides data and insights about customer visitation and purchasing patterns, which can be used to enhance engagement through customizable loyalty programs and targeted incentives for new customers.
A Secure Supplement
LevelUp is designed as a marketing supplement rather than a replacement for traditional merchant accounts. Businesses join the program by downloading an app for their iPhone or Android device and completing a short setup process. LevelUp can also provide an optional countertop docking station and an Android app to read customer QR codes. The company handles payment data storage, minimizing risk for both clients and consumers.
Customer Engagement Services
LevelUp includes features for customer engagement beyond simple transactions, such as loyalty programs and promotional campaigns aimed at retaining customers and encouraging repeat business.
Data Analytics and Reporting
Merchants using LevelUp have access to detailed analytics and reporting tools that track payments, customer behavior, and key performance indicators. This data is crucial for making informed business decisions.
Order Ahead and Digital Ordering
LevelUp's “Order Ahead” functionality allows customers to place orders in advance through the app, enabling them to skip the line and improve their overall experience.
Integration Capabilities
LevelUp is compatible with various point-of-sale systems and can be integrated into existing hardware and software solutions, providing convenience for businesses with established POS systems.
Regulatory Compliance
LevelUp ensures that its payment processing adheres to industry compliance standards, including PCI compliance, offering a secure option for businesses concerned about data breaches.
Location-based Services
LevelUp offers location-based services to deliver offers and promotions to customers when they are near a store, encouraging in-store visits and purchases.
Customizable User Experience
The app's interface can be customized to align with a business's brand identity, enhancing the overall user experience and reinforcing brand consistency.
LevelUp Customer Reviews
Here's What Their Clients Say
| Total Online Complaints | <10 |
|---|---|
| Live Customer Support | Yes |
| Most Common Complaint | N/A |
| Recent Lawsuits | Yes |
Positive Feedback
LevelUp garners mostly positive feedback with fewer than 10 negative reviews scattered across online forums. None of these complaints label the company as a scam or ripoff. While issues like technical glitches and subpar customer service surface, they lack a consistent pattern. Notably, LevelUp receives overwhelmingly positive reviews on both the App Store and Google Play. If you have your own LevelUp review to share, feel free to do so in the comments below.
Legal Disputes
In 2017, CardFree sued LevelUp, alleging that LevelUp accessed CardFree’s platform for mobile orders, falsely advertised comparable services, and redirected business from CardFree. The lawsuit highlights competition challenges in the mobile services sector.
Customer Support and Assistance
LevelUp offers personalized service through dedicated account managers for each client. These managers serve as direct contacts for inquiries and service issues and provide guidance on loyalty programs and effective business strategies. Additionally, LevelUp provides customer support through phone and a customer service form, demonstrating a commitment to service quality similar to top processors.
LevelUp Online Ratings
Here's How They Rate Online
| BBB Reports | 32 |
|---|
Over 20 BBB Complaints
LevelUp has been accredited with the Better Business Bureau and is currently showing a rating of “F” due to 30 complaints filed against it in the last three years. Only 15 of these 30 complaints were resolved by the company to the satisfaction of the merchant. The remaining 15 were resolved to the dissatisfaction of the merchant or received no final response.
What Merchants Say
The company also has 2 informal reviews posted to its BBB profile, which are negative. The most recent review mentions unexpected charges and poor customer support:
I just want to warn people about Levelup. I had two charges on my bank debit card for a product and service that I never bought from them. Finally, my bank gave me two credits. The is a local burger place that we frequent twice per month. They have a rewards program that provides a free something after you spend $100. However, the program is administered by none other our buddies at Levelup. Try getting credit!!!! Try communicating with Levelup!!!! They tell you that “we will have a service representative get in touch with you”!!!! Seriously, they are playing such a scam on the public. We just stopped believing that the burger place cares, because they don’t
An “A” Performance
It is worth noting that the BBB LevelUp complaints are largely from dissatisfied consumers using the app and do not necessarily reflect on the client’s experience, so business owners should not solely rely on the BBB to assess the company’s trustworthiness. In light of the company’s complaint total and resolution ratio, we have adjusted the BBB’s rating to an “A”.
LevelUp Fees, Rates & Costs
A Closer Look at The Contract
| Cancellation Penalties | No |
|---|---|
| Monthly & Annual Fees | No |
| Processing Rates | 1.95% |
| Equipment Leasing | No (One-Time Fee) |
LevelUp’s Transparent Pricing Structure
LevelUp’s pricing approach includes a month-to-month service agreement with a consistent transaction fee of 1.95% and no associated cancellation fee. The company presents a one-time hardware investment: $50 for a LevelUp scanner or $100 for a LevelUp tablet. Alternatively, clients can opt for complimentary hardware rentals, subject to a $250 charge if the equipment is not returned. Customer feedback on LevelUp has generally not highlighted concerns about high transaction or monthly fees. The unique selling point of LevelUp’s model is its loyalty programs, which are customized by clients. LevelUp earns revenue by charging 25% on redeemed incentives in each loyalty campaign, contributing to its ability to maintain low transaction fees. Furthermore, LevelUp offers 100% protection against chargebacks to its clients.
Value-Oriented and Competitive Terms
LevelUp’s terms are attractively priced, particularly when compared to other affordable merchant account providers. The structure of loyalty program fees, based on actual campaign performance, further enhances LevelUp’s appeal, offering a more advantageous deal than many standard providers in the market.
LevelUp Employee Reviews & Sales Tacitcs
Should You Work For Them?
| Uses Independent Resellers | No |
|---|---|
| Telemarketing | No |
| Misleading Marketing | No |
| Discloses All Important Terms | No |
No Misleading Marketing
LevelUp uses no deceptive advertising or rate-quoting tactics that are apparent to this reviewer. The company appears to primarily market its services using its own outside sales agents (as opposed to independent agents) as well as other business development and marketing methods.
No Sales Complaints
In addition, there are no client or consumer complaints that mention deception or misrepresentation by either LevelUp or one of the company’s agents. We have assigned the company an “A” rating at this time, but always recommend that merchants seek a third-party statement audit if hidden fees are suspected.
Our LevelUp Review Summary
Our Final Thoughts
LevelUp provides a distinctive credit card processing service at a competitive price. The platform’s ability to collect data and deliver insights into customer visitation and buying patterns can be especially valuable for many businesses, particularly restaurants. The rewards and incentive programs also present a competitive edge over companies that don’t participate, encouraging customer loyalty and repeat business.
While some users might favor a traditional mobile credit card processing app, LevelUp holds its ground as a fully capable and unique solution. Its innovative features, combined with the cost benefits, make it an intriguing choice for businesses looking to enhance their marketing strategies and understand customer behavior at a deeper level.
Location & Ownership
Seth Priebatsch is listed as the founder and CEO of LevelUp, whose headquarters are 1 Federal St, 6th Floor, Boston, MA.
If you found this article helpful, please share it!
Don Bryant
I have been charged 37.95 by level up & have no idea what for or who the ….they are!
Rodney Julun
At the worst possible time, they snag you in a web of lies and deceit. Take your last dollars to complete deals to give you a $750 cash deposit for FREE (not at all) and run commercials and adds that speak to the contrary. Saying you can get the deposit immediately . Only after signing up for deals, realizing you cant get it and looking to make a complaint do they tell you that some deals make take a week to show up (past the deadline for dropping them before they deduct more money, others will show in 72 hrs, etc… They and others like them and the sites that “guide you” to them should all be barred.
T
Is LevelUp legitimate?
LevelUp has been accredited with the Better Business Bureau and is currently showing a rating of “D-” due to 16 complaints filed against it in the last three years. 6 complaints were filed in relation to billing and collection disputes, 2 were delivery issues, and the remaining 8 were due to product or service issues. I worked for them and was treated poorly even though I was an exemplary employee.
thomas
I was also charged a fee of the same as everyone else never heard of these people or company
Suzanne H
I agree and I’m not willing to pay 50$ to find out whether or not this company will correct the year valid on my card it claims incorrect that is usually Millennial Corporate America behavior. No thanks and who sold you my personal info a**holes?!!
Brandy Hickman
I was charged $37.91 for a purchase I have no knowledge of whatsoever.
Gwendolyn E Williams
I am also a victim of this Levelup fraud. I don’t know how my info was accessed, I have heard of this company nor do I know has stolen my information. I pray that however is the culprit will be exposed, revealed & removed.
Donna Hilton
I just found where $37.97 was taken out of my account and I have NOT ordered ANYTHING from them! THIS IS BS !
Danny b.
I am a victim of this level up fraud BS, someone has gotten hold of my information and has started a account with a merchant and I am very pissed, how can someone start a account and you do not get more info from them.
Elizabeth Pflaumer
I was just hacked, I am a single mother of 4 boys who lives in a very strict budget. Woke up this morning o a charge of $88.28 on my debit card. I have never used your services and the anguish of having to fight to get my money back now is sending me into a panic attack. I cannot pay my bills with that much money illegally removed from my account
Wanda C. Thomas
My account was hacked 3 times with LEVELUPKFC USNY. I live down south never heard of. How can someone just use your card without verification? I want my money put back in my account along with overdraft fees.
Stephanie Brown
I have 2 charges from Level up on my debit card that I did not make! I have no account so I have no idea how someone could possibly get my information. Now I have to wait for my bank to try and get my money back from you people. Maybe you should add more features to make sure that people can not steal your information. I have never and will never use this service
Cindy Lorenzo
I was charged $50. without my knowledge. Never heard of this place before. I hope it gets reversed.
Carl H
I just got a call from Chase that my credit card was used fraudulently. The transaction says LevelUp followed by a restaurant that is not even in our area. Glad Chase caught it, but I have no idea how my card was compromised.(and I have never heard of your company).
Joe Andrews
I use Level Up for Dunn Brothers coffee in Minnesota. While I can pay in store using the app, the order ahead feature and the find-a-store feature have not worked for several months. I made them aware of the problem and they let me knwo it was a “recognized issue,” nothing has happened beyond this. SO, two fo the 4 (?) features for Dunn Bros coffee on the Level Up app don’t work and no fix FOR OVER TWO MONTHS. How is this okay? I have followed up a couple of times and gotten the same response: “Yes, ‘were aware….” Um. So fix it. I waited two months before going online like this to complain…hoping they’d get it fixed. Nope.
Lori D Fulton
Be very careful. This company charges your card simply by the email address you have listed with the company they partner with. I use my email account for many of my bosses purchases and found a load of charges that were not mine simply because they said the same email was on the account. This is very shaky and I will not do business with any company using level up.
Kathleen East
I downloaded the Tropical Smoothie Cafe app that uses Level App payment. Tropical Smoothie had some cash register issues that day. I ended up paying for 2 transactions through the app. I detected the error within a half-hour & spoke with the manager, who said I’d have to contact Level Up. I sent Level Up a website submission explaining the error AS WELL AS a dispute note through email specifying which amount was incorrect. A week later, they credited the SMALLER amount, which was the correct charge. Don’t use them. Their CS sucks…you can’t call them. Only web & email. Bottom line, Level Up gets to decide how much you pay. Uninstalled app.
Sophie S.
I have tried applying to LevelUp for over a month now and have received little to no help regardless of the countless (and I really mean countless) support emails I have sent. They have wasted close to a month and a half of my time before informing me that they do not want to work with my business because I don’t fit their demographic of “restaurants,” even though they have a huge drop down list of vendors they accept (my field included). I have worked with both PayPal, Intuit and Square in the past and have to say I have been treated far better in every aspect by these bigger companies. I am frankly disappointed and frustrated by the way I have been treated so unprofessionally by LevelUp. If I had been contacted within a timely manner I may not feel so strongly, but the fact that I had to reach out on multiple occasions only to be ignored leaves me feeling aghast. To be honest, I am not sure how they run a business dealing solely with restaurants (though we all know that is not the case). I have found the entire process to be a ridiculously time wasting experience, and I can say with confidence that LevelUp has lost a high-grossing customer that will never utilize their business after having realized what little respect they have for their customers’ time or energy.
Michael Bancewicz
I have been one of Levelups biggest fans. Some times the merchants equipment is down. Worse though is i have been unable to use to to an error message showing up with my qr code and levelup fails to respond. I am going to try to reach SCVNGR and see if they can help. Conceptually this is a win win program, but with out customer service I am going to campaign against them.
Ash
I’m curious who their processor is – do they effectively act as a merchant of record?