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User review of FreshBooks

It was okay for the first couple years, now I am trapped

- by Seth Coty

USER SATISFACTION

RECOMMENDATION
2 out of 7
Very unlikely
COST EFFICENCY
3out of 7
Poor
OVERALL IMPRESSION
2out of 5
mediocre
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
1out of 5
very poor

PROS & CONS

What are the best aspects of this product?

Easy to use
It was inexpensive and somewhat reliable the first couple years

What aspects are problematic or could work better?

Website is often down preventing invoicing and receiving payments
I emailed customer service for 4 months with no response when they billed my credit card without authorization. This wasn\'t the annual subscription, they billed another $400 months after.
Customer service phone number goes to full mailbox
Does not integrate with my customer management software resulting in double entry for all customer and invoicing data
I can\'t download transactions from my Credit Card website to Freshbooks as I would be able to with Quickbooks or Quicken
If you want to cancel and keep pictures of receipts for expenses on Freshbooks, you lose access. If you are audited or need to look up past expenses you are completely screwed.
Same is true for customer and invoicing history
Mak plan is good up to 500 customers, I have 110 new customers a year so after 5 years I have to delete customers and all info or pay for the custom pricing the they choose. At this point I am paying more than I would with the most expensive Quickbooks plan.

What features/services would you like to see in future versions of this product?

More integration.
More honest pricing
Customer support that actually responds

What specific problems in your company were solved by this product?

It has caused more new problems for me.

Are you a current user of this product?

Yes

Vendor Reply

Here’s how the company that owns FreshBooks replied to this user review:

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


I'm sorry to hear that you had trouble contacting our Support Team. Our Support Team is available at 1-866-303-6061 Monday through Friday, 8am-8pm EST, so as long as you call during those hours you should be able to get someone within a couple of rings (and not our voicemail).


I wanted to address the concerns that were raised in your review, but it would likely be easier via email. Please look out for an email from our Support Team, so we can discuss and address some of these concerns that you've left in your review. ^DM


USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

3-5 years

COMPANY DETAILS

What is your company size?

1-10 Employees

What is your industry?

Construction

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

Quickbooks

Why did you decide to change it?

Price

Are you satisfied with the change?

No

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 month

How many people in your company actively use this product?

several employees

What is the primary use of this product in your company?

both B2B & B2C

PRICING & COSTS

What was the cost of implementing this product?

Very little

What is your total annual cost for using this product?

$840 and increasing more than 20% annually

How long is your contract with the vendor?

1 year

Did you get any discount for this product? How much?

No

FEATURE DETAILS

Key Features

Integrations
2
mediocre
Collaboration Features
1
very poor
Mobile Support
2
mediocre
Customization
3
ok

Security & Support

Security
3
ok
Customer Support
1
very poor