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Bill.com Review

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Bill.com Review

  • 14 comments
  • Updated on:
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Date Established
2006
Location
Palo Alto, CA
Chelsea Krause

Chelsea Krause

Managing Editor - Accounting
Chelsea Krause is a writer who has specialized in accounting for over three years and is a QuickBooks Certified User. She has a BA in English & Creative Writing from George Fox University and studied at the University of Oxford as well. She has been quoted in Forbes and her work appears in Startup Nation, Small Business Bonfire, and Women on Business.
Chelsea Krause



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14 Comments

Responses are not provided or commissioned by the vendor or bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the vendor or bank advertiser. It is not the vendor or bank advertiser's responsibility to ensure all posts and/or questions are answered.

    E Hastings

    Organization Name: Innovative Policy Lab

    Impossible to reach customer service. In the middle of a billing cycle and can’t get support.

    Sept 9, 10:15 AM PDT Request support through chat (because no phone support).
    Sept 9, 3:49 PM PDT Five hours later, support asks me to clarify question.
    Sept 10, 6:28 AM PDT I clarify my question (I’m on the east coast and long since stepped away from my desk).
    No Response.
    6:33 AM PDT I ask, can somebody to call me on the phone, issue is time sensitive….
    No Response
    Sept 11, 8:12 AM PDT, I send a message, I’m still waiting, is anyone there…?
    Sept 11, 8:38 AM PDT, I send a message, is anybody there?
    Sept 11, 9:14 AM PDT, I receive the ridiculous email to schedule a call (text below). Next available slot. Monday September 16, 11:30. 1 Week to speak with someone.
    So to summarize, they ignore your text request for 3 days, and then give you the best option of a call 4 days later. Good luck if it’s an emergency. Who knows if the person on phone support will even be able to help. Guess I’ll write some paper checks for this billing cycle.

    “Hi Erin,
    I’m sorry that we haven’t been able to resolve this issue via email. I think the best option at this point is for you to schedule a phone appointment so that you can speak directly with a Support Advocate.
    It’s easy to make an appointment. Please click here and you’ll be taken to page where you can schedule a call for a time that’s convenient for you. A Support Advocate will call you at the requested time.
    Since a new Support Ticket will be created when you book the phone appointment, I will close this ticket to prevent any confusion. We look forward to assisting you!

    • Organization Name: Innovative Policy Lab
    Rick Nidel

    Organization Name: SJAC

    The sales department was excellent at convincing me (small non-profit Operations Manager) that Bill.com was just what we needed to streamline our A/P process, eliminate redundancies, and reduce errors, while maintaining adequate internal controls and budgetary control by donor. Several sessions of demo made me feel comfortable that the interface would be a big improvement on our out-dated Excel/PDF processes.And then came the sync to QuickBooks Online…Unfortunately, the Bill.com software autonomously chose which of our A/P accounts in QuickBooks should serve as the clearance center for the payables it establishes for all the bills entered. This choice is not part of the customization one can do when adopting Bill.com. We have an account that is used exclusively to track payroll liabilities that carry over between accounting periods–essential for timely accrual of expenses. Somehow, Bill.com decided this was our generic payables account (though we have a designated generic payables account) and dumped all our transactions into that account.At first, Bill.com’s help team tried to push the blame on Intuit for the way QBO works. Then, they realized there may be something on the Bill.com side that they could look into. After I explained my problem and the desired end result, they asked for screenshots of the QuickBooks audit trail ‘showing specifically where it says that Bill.com created the entry’ into our special A/P account. There is no such ‘specific evidence’, however, so they insisted maybe it’s an operator error on the QBO side. I assured them that the transactions originated in Bill.com and showed screenshots with user/creators who don’t have permissions in our QBO (so could not have entered things there by mistake).So, we still have an open issue with the online help team at Bill.com and my accountant is still upset for the mess this has created in her special account for keeping payroll accruals clean. I anticipated that reconciling the batch transactions against itemized expenses was going to be the biggest problem with the new process; that has turned out to be a minor headache compared with the sync of A/P clearance.

    3
    • Organization Name: SJAC
    Diane

    Organization Name: DLC Consulting Services, LLC

    Bill.com is a very convenient service. However, you can not reach a human if there are problems. There is no phone number. You much talk through a chat feature. This is troublesome because they have your banking information and all of your AP in their system.

    2
    • Organization Name: DLC Consulting Services, LLC
    Kameron K Rabenou

    Organization Name: Shore Beauty School

    Bill.com has a major issue with syncing with QuickBooks. It’s been 1 1/2 months since the problem arose and no resolution. This is unacceptable. How can one run a business if its accounting software is not functioning properly. This is disgraceful. I wish they would fix this.

    • Organization Name: Shore Beauty School

    This comment refers to an earlier version of this review and may be outdated.

    Dattatraya Kadam

    Organization Name: ArnAmy, Inc.

    Bill.com customer service is so bad and not easy to reach. I feel that we are stuck with this service and it is affecting quality of our vendor care. We use it through QuickBooks online, and I might dump QuickBooks online as well due to WORSE experience with bill.com. I don’t think they even deserve 1 star rating at all.

    1
    • Organization Name: ArnAmy, Inc.

    This comment refers to an earlier version of this review and may be outdated.

    SB Accountant

    I used to think Bill.com was amazing and would have given it a 5 out of 5 just a month ago. However, with the new interface update that rolled out in April 2019 I’m downgrading my rating to 1 out of 5. The layout is just so nonsensical and not efficient AT ALL. My company and I have used Bill.com for several years and it was so easy to use and made our vendor payments a breeze, but now it’s just absolutely awful. My entire finance staff hates the new interface. Nothing is streamlined at all and the way it’s set up now goes against common sense because the flow is just terrible. The bills and the payments section are broken out into 2 different tabs which is just useless in trying to figure out which bill matches what payment without making several clicks to get this info rather than a quick glance. Furthermore, there’s so much wasted space where the vendor details used to be when you opened a vendor profile. There are just 3 lines of vendor info and 90% empty white space which takes up half my viewing screen. Furthermore, I can’t tell if a vendor has cashed their check at a glance in the payment tab. Instead, I have to open the actual payment to get this info since the tab just says whether it’s paid or not. When I edit the vendor details, the country of residence is at a section on top instead of being grouped with the address info. Why did they do this???? When I try to set a vendor up for epayment, I no longer have the option of finding them by email, but only by their Vendor display name. We work with a lot of vendors where the pay to is the agency and not the vendor name and this just completely invalidates the ease of setting up epayments now. I’m going to have my company move to something other than Bill.com now because they have completely ruined user experience. I don’t know who the heck developed this new interface, but it certainly wasn’t an accountant. Steer clear!

    1

      This comment refers to an earlier version of this review and may be outdated.

      Frank Slovenec

      Organization Name: SalesCEO

      This is the worst software product I have used in 20+ years. I dread having to use it each month to do invoicing. First it took a month to clear my back (BofA) during this process I had multiple wrong directions from customer support. Now I am trying to send an invoice to 2 email addresses…nothing the help or anything else says makes any sense nor does it work.

      2
      • Organization Name: SalesCEO

      This comment refers to an earlier version of this review and may be outdated.

      Debbi Henderson

      Organization Name: Solutions of South Florida

      I was only researching the software for a client through Quickbooks Online. My client and I decided it was too expensive and there are other payment services that are more effective so we decided to not download the product. Today, however, someone from Bill.com called my client directly at his place of business and tried to pressure him into purchasing. He misrepresented himself by saying that he ‘works with me’ and that was why he was calling! It totally jeopardized my relationship with my client! I’m horrified by these practices.

      1
      • Organization Name: Solutions of South Florida

      This comment refers to an earlier version of this review and may be outdated.

      Brook Tafel

      Organization Name: Outdoor Lighting Perpectives

      I have two companies that I setup on bill.com. I found out after using that this was not the service that helped me run my business. I have been trying to disconnect this service and have had a very difficult time with their customer service. All correspondence has to be done thru their portal and they do not support phone call support. I continue to try to deactivate both companies with the step by step instructions only to have a screen display that replies back and “We’re unable to cancel service at this time”. Customer service has been difficult and unsuccessful!

      1
      • Organization Name: Outdoor Lighting Perpectives

      This comment refers to an earlier version of this review and may be outdated.

      Roseanne A Maish

      Organization Name: PG

      This is a terrible product. First off, the cost is astronomical. I can easily print checks and mail them for the monthly cost of this program. Secondly, I didn’t send them a copy of my DL and now they are holding my scheduled payments. Since Sept 13. It is now Oct 2 and I’m trying to figure out why my vendors aren’t being paid. This is not Acceptable. If I knew where to go to file a formal complaint against this company, I would do so right away. I’m going to talk with my owner and see if we can get rid of this product.

      1
      • Organization Name: PG

      This comment refers to an earlier version of this review and may be outdated.

      Ron Lohnes

      Organization Name: Rebecca Louise, Inc

      We’ve never been annoyed so much as we have by this company.Received an invoice and followed the instructions to pay it. That was a month ago, yet we get daily emails saying that it isn’t paid!Contacted the company that the bill was from and they confirmed that it was paid and even they got in touch with Bill.com and told them it was paid, yet we continue to get reminders we still have a balance.Would NEVER recommend them to anyone…horrible!

      1
      • Organization Name: Rebecca Louise, Inc

      This comment refers to an earlier version of this review and may be outdated.

      Town and Country Builders

      I have received emails for over a year every Monday through Friday. My bill was paid a year ago but not through them. In order to stop the harassment I need to create an account and give them my personal information. Before I can delete the email, I must give them my banking information.What a disgrace !!I tried to call but am not allowed to talk to anybody. Only emails.The WORST website I have ever seen and that is saying a lot.

      1

        This comment refers to an earlier version of this review and may be outdated.

        Ron

        Organization Name: Rebecca Louise, Inc

        We’ve had the same issues, except ours has only been a month.
        Now they’re telling me that I need to pay my bill when invoiced, which I did and the people we paid it to have confirmed that there is a zero balance.
        Terrible service!

        • Organization Name: Rebecca Louise, Inc

        This comment refers to an earlier version of this review and may be outdated.

        TJ

        Organization Name: TLJ

        Absolutely the worst customer service I have experienced within any industry. There is no phone number or support of any kind. In dealing with a very important urgent issue, they offer chat support and demand personally identifiable information be sent to them over unsecured channels. No regulation over securing information. When trying to deactivate the account, they refuse to remove your information to include banking info. They just make it “inactive.” All your information is still in their system. So good luck if you use them.

        1
        • Organization Name: TLJ

        This comment refers to an earlier version of this review and may be outdated.

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