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FreshBooks Review

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Date Established
2003
Location
Canada
Erica Seppala

Erica Seppala

Erica is a writer based in Greenville, South Carolina. She is a graduate of Limestone College. Initially determined to be an accountant, she put away the calculator and picked up a laptop to pursue her dream of being a writer. Erica has spent the past 10 years writing blogs and articles for hundreds of private clients, and she loves sharing her love of research and the written word with everyone around her.



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49 Comments

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    Jeannie Johnston

    Organization Name: SoMo Transactions

    I have been pleased overall with Freshbooks however, since I believe customer service is everything, I had to give them 3 stars. I run a small business that has been trying to navigate finances amid COVID and recently needed to upgrade to premium because Freshbooks only allows you 50 clients with my current plan. I saw online they were offering 70% off (for a limited time) of the premium plan to new users so I called and asked if I could have this applied if I upgraded to the premium plan. I was told that was only for new users (I’ve been a customer for years with them) and the best they could do was offer me 25% off of next month’s bill. Very disappointed.

    3
    • Organization Name: SoMo Transactions
    FreshBooks Support

    Hey there, thank you for taking the time to share your review of FreshBooks.

    I understand that COVID has been financially challenging for many small businesses, and I appreciate the honesty of your feedback. I’d be happy to get you in touch with a member of our Customer Success team, who’s worked with other customers like yourself who have been impacted by COVID. Feel free to reach out to our Support Team at 1-866-303-6061 Monday through Friday, 8am-8pm EST or help@freshbooks.com, and we can get you in touch with Customer Success. ^DM

      Dan Mcewen

      Organization Name: Mcewenservices

      Bank connection is a common and persistent problem. We have not been able to use this feature for a total of three months this year alone. FreshBooks reply to complaints quickly but are unable to fix it. Disgraceful and misleading business practice

      • Organization Name: Mcewenservices

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

      FreshBooks Support

      Hey there, thank you for sharing your review of FreshBooks.

      I can certainly appreciate that Bank Connection issues can be frustrating. Bank Connection problems can have a variety of underlying root causes, so sometimes resolution can take some time. However, we here on the Support Team are here to help you through these issues however we can!

      If your bank is unable to connect to FreshBooks for whatever reason, a workaround for getting your Expenses into your FreshBooks account would be our CSV Import feature, which you can learn more about here: https://support.freshbooks.com/hc/en-us/articles/360001651111-How-do-I-import-Expenses-from-a-file-

      If there’s anything specific for your account that you need assistance with, our Support Team can be reached at 1-866-303-6061 Monday through Friday, 8am-8pm EST or help@freshbooks.com. ^DM

        Dylan

        Freshbooks is a nightmare for developers, their api documentation is counter intuitive, they force you to use oauth while all other integrations can work with a single api key for each environment.Their old classic version was way easier to use, without any notification they just moved us to the new version. Really hate this new api and system. Very interested in alternatives!

        1

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

          FreshBooks Support

          Hey Dylan, thank you for taking the time to share your review of FreshBooks.

          If you have any specific questions on how to use the new FreshBooks API, you can reach out directly to newapi@freshbooks.com and our API Team would be happy to assist however they can. I have passed along your feedback from this comment about the API to our team, but if there is any other feedback or suggestions regarding the new FreshBooks, our Support Team would be happy to hear them. We can be reached at 1-866-303-6061 Monday through Friday, 8am-8pm EST or support@freshbooks.com. ^DM

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

            Naman Modi

            Organization Name: NamanModiDigital

            Great post on Freshbook. Very well written, and every point is explained beautifully. I want to add one more point, The dashboard of the fresh book is stylish as compare to other tools.

            5
            • Organization Name: NamanModiDigital

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

            Tee

            Organization Name: Janitorial Sevices

            I started a new business and needed an invoice program. I chose to use freshbooks because it was cheaper then quickbooks. Big mistake.!! Everything was going great until I had a Big client pay 5 invoices that totaled about $9,000. I waited two days and the money was never sent to my bank account. I called freshbooks and they told me to wait a couple more days and I should see the money. I never received the payments. I called freshbooks back and was told that the money was sent to my other bank account. I then told the freshbooks rep, ” I dont have another bank account. ” So then I was told well freshbooks doesn’t handle the payments, I have to contact We-pay and Stripe. However freshbooks cannot give out these companies phone#. So freshbooks has to email We-pay and Stripe and instruct them to call me. By the time all of this happened my money was long gone. The company Stripe did pay me $1000, because they said thats all they was responsible for. But We-pay never paid me anything and freshbooks acted as though they where not even involved, even though I pay them a monthly fee to take care of my invoices and payments. I really think It was an inside job. I think a worker from freshbooks changed my bank account information. Because in order for me to change my bank account information back to my original account I had to sit on the phone for hours with a rep. I had to get codes sent to my phone and then enter the codes into freshbooks to unlock my freshbooks online banking info. So I’m thinking how did an outsider do all of this. Without needing these unlock codes, without and alarms going up in the freshbooks,we-pay system. Because I put my phone# into the system the first day I set everything up. So why didn’t I get alerts to my phone when someone was trying to change my bank info. Dont use freshbooks, if you really have to, pick Stripe to handle any payments. Dont be like me, hurting during this pandemic. I took an $8000 lost and freshbooks rep talked to me like I did something wrong.

            1
            • Organization Name: Janitorial Sevices

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

            detractor

            July 25, 2019To whom it may concern,This is a review of our experiences with Freshbooks that has been copied and pasted onto every platform where these types of reviews are appropriate. Our goal is to make this review as visible as possible, and to let people know why we are a DETRACTOR to Freshbooks as a business.We started with Freshbooks Classic back in 2016. As a small business, what freshbooks offered in terms of features and pricing was reasonable. At the time we were growing exponentially so soon we ended up with the need to add more and more users. This drove the price up significantly with Freshbooks as well, which we understood and considered to be a sunk cost.Now in 2017, Freshbooks announced that they were changing over to New Freshbooks, and while there are no hard facts to back this claim up, we strongly believe that New Freshbooks and their bank card syncing feature was not as built out at launch as it could have been, with potentially leaked data, as the moment we synced our bank card with New Freshbooks, we started receiving spam / phishing emails where they somehow knew the exact dollar amount within our banking accounts. We quickly reverted back to Freshbooks Classic following a realization that a lot of the features within New Freshbooks were not worth making the switch.Now, being back on Freshbooks Classic, because our monthly plan was suddenly considered a legacy plan, even when we restructured our administrative team to require less and less users, the price stayed the same. Each time we communicated with customer support, either by phone or email, would result with the same reply that if because we were on a legacy plan, instead of the price going down when removing users, it would actually be more expensive for us to switch to the newer plans, even with less users.Now due to most of us having a background in the telecommunications industry, this type of pricing seemed like something a company would do when it was a monopoly / oligopoly like the big three telecommunications company in Canada. After the third or fourth time of being told that when we paid for nine or more users (while only having four active users) was the best option, we decided to price out Freshbooks with another cloud based accounting software.To nobody on our team’s surprise, the other accounting software, had a far more built out platform. They also had way more features (including payroll) that were standard in both accounting and reporting than Freshbooks. They were also much cheaper by more than half. From the start of 2019, we’ve made the switch and decided to wind down operations with Freshbooks. Since Freshbooks bills in USD for some reason, we were paying upwards of CAD$ 150.00 a month for a service we essentially only needed for cloud storage, due to the fact that there was no direct option to export INVOICES. We decided to reach out to Freshbooks customer service back in May / June. After a long and strenuous phone conversation with the customer service representative (let’s call him MJ), as well as email correspondence, all parties involved agreed that we would downgrade the account to Freshbooks Lite option, which would provide us with access to our invoices as needed, and a single user login (which is what we have been doing since January). We considered this matter as done. Anything that we had overpaid prior to communicating with the customer service team was written off.Now today, we receive another invoice for the full $130 USD (conversion to CAD). When we follow up on the email correspondence, it is clear that MJ never made any of the changes that were discussed and approved, and had no recollection of the discussions and was quite unapologetic.As a full disclosure, the monthly charge isn’t really a significant expense to us due to the nature of our business and our operations; however, there is a principle involved. There should never be a reason when a business has to pay more, just because they can. There should never be a moment when the customer service representative promises to make changes and then proceeds to drop the ball and forget everything once the phone call ends.Frankly, if this was not such a waste of our valuable time, we would pursue this much further.Sincerely,A Detractor of Freshbooks

            1

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

              DM

              Organization Name: FreshBooks

              Hey there, thank you for taking the time to share this review. I am sorry to hear about the issues you had using FreshBooks, and I wanted to address a few of the concerns raised.

              FreshBooks has always charged in USD, but we do understand that this can be a challenge for our Canadian customers. This is something our team is aware of, and I have ensured that this feedback has been passed along to our team.

              You are entirely correct that the new FreshBooks was lacking some features when we first launched, but there has been a lot of work done and so many features added! You can see them all here: https://support.freshbooks.com/hc/en-us/categories/115000847207-Changes-Updates

              As for the final issue you’ve raised, with the error in your downgrade and still being charged at your old price – I can’t speak to the specifics of that situation, but I am sorry that it happened. If there are any outstanding concerns you have or feedback you wish to provide, you can contact our Support Team at 1-866-303-6061 Monday through Friday, 8am-8pm EST or help@freshbooks.com. ^DM

              • Organization Name: FreshBooks

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

              Dave

              Organization Name: SI LTD

              For those people who continue to use and like classic, Freshbook enjoys playing a little game of… “How often can we have a Freshbooks Classic problem so users will move to higher tier paid plan.”Look, when Freshbooks came out, it was simply THE BEST option out there. Now, greed, fees, nickel and dime practices and ‘problems’ with classic make this one of the poorer choices. I would look at other options and will when I determine it’s time to switch.

              1
              • Organization Name: SI LTD

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

              DM

              Organization Name: FreshBooks

              Hey Dave, I’m sorry to hear about the issues that you’ve run into using the classic FreshBooks. Any one here on the Support Team would be happy to speak with you about these concerns, and talk about your account specifically. We can be reached at 1-866-303-6061 Monday through Friday, 8am-8pm EST and help@freshbooks.com. ^DM

              • Organization Name: FreshBooks

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

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