Shane P.

Just got off of another frustrating chat with bill.com support. We've been with them for about 3 years now and I've never been impressed but they were cheap when we were getting started. We have held our nose and stuck with them so we don't have the disruption of changed over all our accounts to another service. When bringing on new clients we've had about a 40% success rate of getting the client set up cleanly for invoicing. This means that most of the time something goes wrong the customer gets something 'off' just a little bit and the account won't work. When you talk with support they absolutely refuse to help you figure out anything from the client side... i. e. 'Has the customer set up a properly linked account so we can invoice them'... 'I'm sorry I'm not permitted to disclose that information'. We currently have a handful of our customers just sending us live checks because of the frustration of getting their accounts set up with bill.com. The last think I would do at this point is jeopardize the client relationship by sending them to bill.com support to try and fix something that's not working... Easier to just have them mail us a check... it's 2019... and that's pretty lame.

They also seem to make internal software changes on a regular basis that will change/remove features in the user interface... like adding an attachment to an invoice. Then when you talk with support they don't know what you are talking about.

They also make you jump through a bunch of hoops just to get to the chat support... it's something like 11 clicks before you can 'talk' with a person on the matter.

Even though it's a pain we are going to have to migrate to another platform since we just cannot deal with this disfunction any more.