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:09/24/2024

  Type:Order 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.

  Earned a $200 tango card that never arrived to my email, reached out to them they said it would be resent then crickets again! This was supposed to be sent 3 weeks ago. My referral got hers but I got NOTHING

  Business Response

  Date: 09/26/2024

  Hi *********,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  

  ********************** Office of Executive Escalations

  
  

• Initial Complaint

  Date:09/23/2024

  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 am writing to formally express my concern regarding a recent promotional offer that has not been fulfilled. As part of a promotion, Bill.com promised a $200 Amazon gift card to those who attended a demo of your product. I attended the demo as required, but unfortunately, I have not received the promised gift card.After completing the demo, I reached out to your team via email, expecting to receive the gift card, as outlined in the promotion. However, despite my efforts to follow up, I have not received any response or compensation.I value transparency and trust in business relationships, and I hope that this issue can be resolved promptly. I kindly request that you fulfill the terms of the promotion by providing the $200 ****** gift card as promised. If there are any additional steps I need to take, please let me know.I look forward to your prompt response and resolution.

  Business Response

  Date: 09/23/2024

  Hi Mantis,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations
  

• Initial Complaint

  Date:09/20/2024

  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.

  The company offer a ********* gift card for listening to a demo. I attended the demo with ****** **** (******.***@hq.bill.com) and never received the gift card. I emailed her multiple times and she initially said I would receive it in two weeks. That was in June. I followed up by email with her and never heard back. The company offered another promotion and I emailed them saying that I never received the first one. I still didn't hear anything.

  Business Response

  Date: 09/23/2024

  Hi *****
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations
  

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair 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 signed up for an offer where if you signed up and were approved and paid subscription you would recieve )200 **** GIFT CARD. If you referred and they paid an additional $200 would be provided. It took an additional 2 weeks for me to recieve gift card which showed a $200 **** gift card and $50 gift cards. However when I went to redeem my $200 I notice its only $100 and no one will correct this issue or issue my additional $200 in gift cards I earned

  Business Response

  Date: 09/23/2024

  Hi ******,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations
  
  

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  Signed up for trial account per conversation with ****** from sales team. Had issues on syncing and got setup with implementation specialist. Had call with implementation specialist to where the best route to take was to cancel the existing trial and start with a new account as per instructions. Setup the new account performed the sync and started to test bill pays. Keep getting messages that cant verify certain information and closing of account and reopening the first that had the sync issues. Been trying to get a hold of someone to get to the bottom of the problems but not receiving message back from original sales person, the implementation specialist and the one person who was apparently working on the case didnt respond after my voicemail this morning.Trying to talk to someone to figure out the issue and resolve so I can start to use the service. The constant lack of communication is starting to make us lose productivity with the time to try to locate someone

  Business Response

  Date: 09/18/2024

  Hi *****!
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations
  
  

  Customer Answer

  Date: 09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/17/2024

  Type:Order 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 signed up for Bill.com to receive payment on a tournament from the *******************************. It clearly stated it was "Free" to sign up. Later, when I signed in, I was prompted to pay $45. Now I'm learning that I needed to call and have it downgraded to a "free" account and they are looking for payment.

  Business Response

  Date: 09/17/2024

  Hi ******,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  
  ********************** Office of Executive Escalations

• Initial Complaint

  Date:09/17/2024

  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 payment to a vendor through Bill.com on September 5, 2024, which the company accepted and processed. However, without warning or notification, they placed my funds on hold under the guise of security and compliance. This action constitutes a violation of the *************** Transfer Act (EFTA), ************************ (***) regulations, and Payment Card Industry (PCI) standards. These regulations require businesses to notify customers about potential delays affecting funds availability, along with adherence to disclosure and consent standards. Ironically, while claiming compliance with anti-money laundering regulations, Bill.com violates consumer laws.Over the past three years, more than 200 claims have been filed against this company with the BBB, indicating a chronic misuse of compliance as an excuse to hold customer funds and profit from excessive holding periods. To avoid such situations, they should request all necessary documentation before receiving funds, ensuring customers are not held hostage to their demands post-processing.I have communicated that I am a Service-Disabled Veteran-Owned Small Business (SDVOSB), yet they continue to delay the process with ongoing requests for information, such as selfies and other documentation. Their actions are causing irreparable damage to my company's reputation, harming my relationships with vendors, and violating my integrity as a ************ veteran.I request an immediate release of my funds and a clear explanation of their compliance process to prevent future issues. This experience has caused significant distress, and I urge the BBB to investigate Bill.com's handling of customer funds and compliance practices. They should definitely not have an A+ rating.

  Business Response

  Date: 09/17/2024

  Hi Daxton,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations
  
  

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising 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.

  Bill has a refferal program they are giving 200$ to people who refer and the people who sign up for sucessful service with the app as subscripting and being with them for a month! I had referred a business friend and they got approved so bill emailed me that we would both be receiving 200$ for this! So I contacted support and asked for more info on the refferal program they said since I got the email I would get the payment within 3 business days it has passed that and I havent got nothing!Support wont help me with an update on my payment or any info they are refusing help and etc. I contacted my business friend and asked if she got her payment she was unaware she would get a payment but she hasnt yet she contacted support as well and no help either.

  Business Response

  Date: 09/13/2024

  Hi *******,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/10/2024

  Type:Order 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.

  Bill.com pays invoices for on of my clients, and always pays late, they disregard the due date, in addition the ask monthly 2 days before the invoice is due if I would like to be paid faster and a fee is involved. This company has voided the service contract between my client and I. They are disrupting my accounting and they do NOT offer a way to contact them to resolve the issue. I have found their business practices to be very questionable and frankly deplorable.

  Business Response

  Date: 09/10/2024

  Hi *******
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ********************** Office of Executive Escalations

  Customer Answer

  Date: 09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2024

  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.

  Bill.com has had almost a 2 weeks to process all of that the information and documentation for case number ******** I want you to release my funds and I want it now why do you need more time You've made me wait almost 2 weeks before I receive my payment from my customers there is no excuse for this we are a legitimate business registered with the City of *********** Texas and my plumber contractor license are registered with the state of Texas board of Plumbing examiners. You can even verify my driver's license with DPS for the state of ******All of this information can be verified online. When I previously signed up for this account in the beginning 2 months ago I had furnished all this information before my Bill.com payables and receivables invoicing account was even opened so I'm not understanding what happened to my personal information and my business information has it been compromised by the company ?? and during that time and I'm not understanding why I need to resubmit it did you guys lose it or something. I am not understanding why this is happening but it needs to be fixed and I want it fixed today there is no excuse for this it's absolutely reprehensible what is going on I've never had to deal with anything like this as a business owner. This Business owes me ****** and it is due upon receipt no extensions or wait time.

  Business Response

  Date: 09/05/2024

  Hi
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ****************