Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car towed to ******* after close. In early AM ************** ***** called: car had a dead battery that would no longer hold charge. They checked trouble codes which came up clean. Nothing else was found except wiring casing rodent chew which I had told them had been there a long while. I was given NO ESTIMATE at anytime during this call or any to follow. Nothing was wrong after the battery replacement early AM, yet, they needed to keep the car and keep checking electrical system. Call number two (afternoon) they said there could be something seriously wrong with the electrical system; so bad that they were not even able to identify what was wrong because codes could be erroneously coming up clean. End of the day (third call) car was fine other than having the dead battery which was replaced in early AM. ******* STILL wanted to keep the car overnight to drive it in the morning the next day. There was still NO ESTIMATE given. Charges: $611 ( $400 was labor for a battery change/clean code check). No estimate given before the work or during the constant checking so i could possibly tow elsewhere for fair labor cost. No shop anywhere here charges $400 to change battery. They also stated on invoice 'didn't find any obvious damage to wires' (in fact, they were so unconcerned that they did not even tape the wires where there was casing rat chew even though they deemed it important enough to keep "checking and driving car" ~24hr held car after new battery no estimate before work). I inquired why. They gave $40 battery coupon but refused to address the labor charges. They simply kept reading the invoice over again about what the mechanic stated. Payment counter service worker also refused to take my question for an explanation of how the labor was not at fair market value for a battery replacement and why I was not given estimate for this. Next they refused that i might have a discussion with some one in charge. Glove box was additionally dissembled left on the front floor.

  Business Response

  Date: 01/18/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:01/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to receive my payment for a completed project since Dec. 9, so almost a month now. I log in to find the funds have been transferred to ******** funds (which is good because I am ******** and have a ******** bank). I then choose to withdraw the funds and it show that the next day I will receive this epayment in my bank account. The next day comes and logging onto my account it says the funds were refunded back to Bill.com because of an unsuccessful deposit. This has happened three times and when I sit on support to chat with someone (there is no phone number for these people!) for an hour they basically ask me the same questions over and over. One person said it was because I don't have **** account but I explained that this company has paid me this way before without any issues and then they just say the money will be in my account tomorrow. They cannot find any reason why it isn't working. This is my livelihood and I require to be paid this money or at least find out if there is anything I can do to resolve this.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/18) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly. Consumer Response /* (2000, 7, 2023/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has closed our account and will not give us a reason why, we were in the middle of receiving payments for customers. We've also paid them for two months of services. I also noticed that we had duplicate accounts with him and asked him to close our other account which they didn't give us a link to do so but then at the same time told us that they are operation team is not going to reopen our current account that we had open in good standings. We've been receiving payments for clients for a while now through our account with them and all of a sudden they closed it.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:12/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a request in writing to cancel my paid subscription on September 12, 2022I, and kept the free account. Though I received a confirmation in writing, the company continued to fraudulently charge my credit card with a $117 monthly fee.

  Business Response

  Date: 12/21/2022

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep receiving daily emails from bill.com.- there is no option to unsubscribe. If you choose the option to unsubscribe, the page wants you to fill out a form with all your information - there is no phone number - the email is a "no-reply"Yes, I can create a rule to delete as they come in but Why?? these folks should be fined or prosecuted

  Business Response

  Date: 12/19/2022

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently, I changed banks through Bill.com. I had only received electronic payments, and was never prompted that changing my bank information would also change my payment method. I was then mailed a check to the wrong address. The person who issued the payment through Bill.com cancelled the check and reissued the payment with a prompt status in order for me to receive it. I spoke to someone in "leadership" (an indian woman in a call center" who said my request was expedited. They are now stating it is 4-5 business days for me to be able to receive my funds. I am a type I diabetic who needs this money in order to pay for medication. I need my money now or I will literally die.

  Business Response

  Date: 12/08/2022

  Thank you for reaching out and we apologize for the poor experience you had. However we were able to locate ticket #******* regarding this concern and issue. I'm glad our leadership team was able to resolve your issue with your confirmation of your received payment on 12/5/2022.

• Initial Complaint

  Date:12/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd like to report the company bill.com as fraudulent. They have over ******* of my money that they are holding and have been holding for over a week. They claim they need to verify my bank account to release the funds, but in my correspondence with *****, it appears as though the account was verified over a week ago. I suspect they are insolvent and need to hold on to the money. I would like you all to look into this.

  Business Response

  Date: 12/15/2022

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket # ******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:11/23/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We receive many payments from bill.com on behalf of several clients. The payments from each client are usually for several invoices at once on the client's account. Bill.com consistently issues single-swipe payments for multiple invoices, despite repeated requests to authorize multiple swipes. There is no representative contact information when I receive the advance notification that a payment is being submitted for virtual card processing. I have to find a way to contact Bill.com, which cannot be done by phone call, which means I have to get to a computer, fill out an online form (usually several online forms), wait for a response which has taken up to 2 days, and then process the payments when the correction finally does come through. This causes huge delays in conducting business and extreme frustration. I have requested many times that when multiple bills are being paid, that the payment be authorized as multiple-swipe, but the situation has not been corrected, nor even a reply from anyone other than a processing clerk. I am reaching out to my clients that use Bill.com and requesting payment be made by other means.

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/02) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a payment sent to a vendor that we did not authorize. I attempted to reach out to Bill.com to stop the payment. They do not accept phone calls (first red flag). I went to my bank to stop the payment. ******** paid the vendor anyway. They communicated for a few days with our accounting firm on the re-collection of the 9K. They specifically told our accountant that everything had cleared itself and all was good. A few days later we get a threatening email that I must wire them the funds immediately or they would close our account. I proceeded to go to the bank and wire the funds, and I provided evidence of the wire. They then went ahead and ACH'ed the money out of our account again after I sent the wire information. Now they are arguing with me on refunding me the second ****

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/21) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started using this company for invoicing my client quickly and conveniently. They offered a lower fee per transaction compared to others, so I decided to go with them. When I sent out my first invoice back on 9/27/2022 for $16, 902.10, I noticed that the deposit I received from the bill was short by $490.16. When I reached out to their team, they told me I needed to turn on the feature for the 2.90% for credit card payment. When I went back to my account to turn that feature on, I noticed I didn't have that option, so I reached around, and they told me the system was going to add that atomically and charge my client for that convenience fee. I sent out another invoice for $14, 541.80 on 10/19/2022, and I noticed again I was short by $421. 71. When I contacted them again, I was told that the feature would be on automatically after October 3rd, which was a lie... they again took the money out of my invoice instead of charging the client at the moment of payment. Even on their site, when you check out, it says, "there will be a convenience fee for a credit card," but they never charged the client. So after that, I went and made a test payment for 10 dollars,s and no, they never charged the 2.90 fees at the en,d they took it out of my last deposit coming to me. So now I'm short by $911.87 for money I need to use to purchase products for my client, and the bill is refusing to reimburse me for their mistakes. On 11/8, I spoke with ******** from the billing team, and she confirmed that********* had made a mistake and I shouldn't be paying for that convenience fee, that the price needed to be paid by the client at the moment of processing the payment. ****** transferred me to the billing department on 11/09, and they refused to acknowledge their mistake.

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/14) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.