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:04/24/2025

  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.

  We signed up for Finally in October 2024 and were promised "catch-up bookkeeping" within 30 days. We did not receive the catch-up report until January 2025, and it was highly inaccurate. Although this was pointed out, Finally never revised the report. For all go-forward bookkeeping, inaccuracies were identified and reported, but not resolved. Along the way, the Profit/Loss figures given to us were grossly inaccurate and would have caused catastrophic damage to our business had we relied on them for decisions, rather than continuing to perform our own bookkeeping as we had done before attempting to outsource the work. So we're still out all the time and energy, plus the $250/month we paid to Finally over 6 months of poorly performed service. Additionally, their own platform does not house any of our data even still -- it's entirely rooted in QuickBooks Online with no importing or activation in their own dashboard, which was a critical part of their offering that has remained unfulfilled since the start.

  Business Response

  Date: 05/07/2025

  Hey ***,

  We're sorry to hear that our services didn't work for you and it took longer than anticipated to get your catch up bookkeeping completed. It does take a lot of time to do 33 months of catch up bookkeeping which we were doing for you free of charge. I apologize for the inconvenience these delays caused you. We did a total of 39 months of bookkeeping for you and you only paid for 6 months of service.

  Adjustments are always part of the process as we can't get absolutely every detail correct on the first attempt especially when going back to 2023 for you, which is why we always ask for this to be a collaborative process. We are more than happy to make any and all adjustments you need to the books so that if you try to find another bookkeeper, you are leaving with accurate books.

  Please let me know if there's anything else I can do for you at this time. Thank you very much and have a great day!
  

  Best,
  Support at Finally

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23244950
  
  I am rejecting this response because:

  It took two months and multiple escalations to cancel service, resulting in $500 paid for no value added. Additionally, the Quickbooks Online account that was inherited after cancelation is riddled with typos, entry errors, and other mistakes that I pointed out to the account service *** at the time that ledgers were sent, but these mistakes were never corrected. It's not enough to say that you did 39 months of work for 6 months worth of pay; the fact is that Finally did 39 months of incorrect work and did not take my feedback. I said we have no ****, so why were **** items regularly ***orted? I said certain entities are customers not vendors, so why were they logged as vendors? I have to now completely deactivate the Quickbooks Online account ******************** created because of the raft of errors and issues, while QBO does not allow deleting entries -- only deactivating or excluding. Starting over completely from scratch is the only way to unwind the errors made by the Finally team. The result is, no matter how much I've paid, it's completely wasted.

  
  *** Tall

  Business Response

  Date: 05/07/2025

  Hey ***,

  Thanks for your response. I'm sorry to hear the frustration this process has caused you.

  We're more than happy to adjust those transactions in COGS and move them to a different account for you. That is a really easy and quick change. The bulk of the time invested in your account was getting the transactions in, categorizing, and reconciling all of your accounts. Changing what category certain transactions are in with your guidance takes a very small amount of time. If you're open to it, I'm more than happy to have one of my senior leaders reach out to you to resolve these issues so you leave with correct books.

  Please let me know if there's anything else I can do for you. Thank you very much and have a great day!

  Best,
  Support @ finally

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23244950
  
  I am rejecting this response because:

  I am fundamentally not interested in having more help from Finally when I had been asking for clarification, correction, and communication since January and got none of it until I forced cancellation of service. The fact that it took multiple rounds of escalation plus this BBB complaint to get any kind of supportive response is very frustrating. I told the customer success person on my case that I wasn't even seeking a refund--just to get their hands off my data and quit charging me for services I don't believe were adequately performed. As far as I'm concerned, the issue was thereby resolved, but it's important for prospective small business customers to be aware that ********************'s methods of service 1) come with no customer success training, 2) do not actually involve the Finally platform but are just spreadsheets generated out of Quickbooks and sent via email, and 3) requests for correction to those spreadsheets or creating more familiarity with my business's financial behavior going forward will simply go unanswered.

  So thanks, but no thanks.
  
  *** Tall

• Initial Complaint

  Date:04/03/2025

  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 turned in business expenses to be classified for my 2024 taxes in January 2025 and it is now April 2025 and nobodyhas classified my business expenses. I do not have my profit and loss and balance sheet available for my accountant to do my taxes that are due on April15 because these people did not do what they were paid and hired to do. I have tried to contact them multiple times each week with phone calls and emails with no response. This company does not do their job. They will gladly take your money each month and it is extremely difficult to get them to stop taking automatic payments. Highly advise you not to use this company for bookkeeping.

  Business Response

  Date: 04/14/2025

  Hey *****,

  Thanks for the feedback you provided and for being a valued client of ours for almost 6 years. We take your feedback very seriously.

  During tax season, it does sometimes take slightly longer to finish all adjustments and updates; as you can imagine it's a busy time for us.

  All of the work has been completed per your request and all changes have been made. Thanks for reviewing the reports we provided, we are glad you are satisfied with them. We appreciate you being cooperative through the process.

  Please let us know if there's anything else we can do for you. Thank you very much and have a great day!
  

  Best,
  ********

• Initial Complaint

  Date:01/31/2025

  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 spoke to these people originally based on a ******** ad. I spoke to one of their **** who went through the sales process, and I signed up with him and gave him a cc number which was a mistake. Then a few days later, after reading some reviews about this company, I decided to just let my regular accountant handle my bookkeeping needs. The *** I spoke with told me that if I didn't give them access to my Quickbooks online account, then they wouldn't be able to execute the service, so I didn't give them access and a few days after signing up, I told them that I didn't want to use their service. I took him at his word that I wouldn't be charged.Well that turned out to be a lie. They charged my card, and then after seeing the charge I contacted them to reiterate that I didn't want to use their service and asked for my money back. They put me through to someone who said he was a co-owner and an attorney, blah blah blah, and that they would cancel my service. I thought everything was good, until I got charged again which I shouldn't have been charged in the first place because they did absolutely nothing for me. I guess they think since this co-owner person is a so-called attorney, that they can just do whatever they want with my credit ******* now, I've been charged 3 times by them, and have disputed each of these charges with ****************. I shouldn't have to keep disputing charges to get credited, only to have this company pretend like they did something to earn my money. The only thing that happened is that I was subjected to a 30 minute sales pitch by the first guy, and then another ***** minute conversation with this attorney guy. That was literally it. I'm not sure why they insist on charging me every month for a service that I don't want, and have canceled under no uncertain terms.I'm posting this to help others avoid dealing with this company. Do NOT give them your credit card information, you'll never hear the end of it.

  Customer Answer

  Date: 02/07/2025

  The company has agreed to a full refund if this complaint is deleted.  I will delete this complaint based on that agreement.  The following email text serves as their agreement in writing:

   

  Hey Ali,
  
  
  I'm happy to provide a full refund but I need you to delete it first and then happy to have my billing team process it.
  
  
  You can let this email serve as evidence that I will provide you with 100% refund as soon as I see that the BBB complaint has been fully removed. Thank you!
  Best,
  
  ******** E ******, CPA
  Director, Customer Support
  T: ************ | E: *********************************************************************
  ******************************
  ********************************************************

  Business Response

  Date: 03/20/2025

  Thank you for your message, **** I'm sorry to hear that you did not have a positive experience with our bookkeeping services. We greatly value your feedback and take it very ************ per your request, we have issued a full refund. We wish you all the best in your future endeavors.Thank you, and have a wonderful day!

  Best regards, ********

  Customer Answer

  Date: 03/20/2025

   
  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.  Please remove the complaint from public view.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:01/28/2025

  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 have been paying Finally for six months to clean up my books from 2023 and 2024 and to file my taxes from 2023 and 2024. So far they have provided me with NOTHING they said they would do. I have paid them over $3,000 for their services. They reply to my emails often to give me excuses about why I have to keep waiting. It really appears this is a scam. Whenever they run ******** Ads I comment on their ads about the scam they are running and others often contact me to tell me the same thing happened to them. It appears they may not do anything they advertise and simply steal money and tell people to keep waiting.

  Business Response

  Date: 03/26/2025

  Thanks for your feedback, ****. We take our client's feedback very seriously and we appreciate you alerting us to this experience that you've had.

  We have gotten you the catch up reports, gotten you all the ongoing reports, and will continue to do your books on a monthly basis as you've requested to stay on as a client which is great to see. ******** has filed your taxes as well and I'm glad you had a great experience with them. We are glad that we were able to turn your experience around to being a happy monthly client.

  Thanks again for being a valued client of Finally and we look forward to continue to serve you and keep your books up to date on a monthly basis. Have a great day!

• Initial Complaint

  Date:01/03/2025

  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.

  I am writing to formally address ongoing issues and significant gaps in the services Finally has provided over the past 14 months. Despite the commitments made during the sales process, we have encountered recurring challenges that remain unresolved, which have severely impacted our operations and trust in the partnership.Below is a summary of key concerns:1.Delay in Deliverables - It was initially promised that the prior years QuickBooks clean-up and tax filings would be completed within two months of engagement. Instead, this process took 11 months despite numerous follow-ups on our end.2.Incorrect Extension Filing - Finally incorrectly filed our tax extension, requiring us to step in and file it ourselves.3.Failure to Set Up QBO Properly and Conduct Monthly Reconciliations - Despite repeated inquiries and assurances, the promised setup of QuickBooks Online (QBO), monthly reconciliations, and coaching for our office managers have not occurred.4.Disruption to Accounts Payable/Receivable Records - Finally unmarked a years worth of paid bills as unpaid, which caused inaccuracies in our Accounts Payables. Similarly, invoices collected from customers were also unmarked, leading to confusion in our Accounts ***************** of Goods Sold (COGS) Reporting Setup - Despite commitments, no progress has been made toward ensuring QBO was configured to accurately reflect our ******* summary, none of the deliverables that were agreed upon during the sales process have been fulfilled, and repeated inquiries about these matters have yielded little to no action. This has not only resulted in significant delays and confusion but has also disrupted our internal processes. In addition, it has led us in receiving letters from the *** regarding penalties and fines which we are then needing to spend our own time to address directly.

• Initial Complaint

  Date:11/13/2024

  Type:Product 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 hired t***e people September 2024. I let the guy know my taxes were late and need to be started at least soon. Its been over 2 months and nothing has even been started on my accounting. The sales *** told me it could take up to 90 days to complete but acknowledged my tax situation and said it would be sooner. After getting my money and charging my card 3 times already nothing has been started and Im starting to think I made a bad mistake. Ive made three payments so far of $399 and nothing has been done on my account. They have me in a 4-5k agreement and everytime I contact the *** *** now telling me they need the whole 90 days to complete. Before signing with them *** made me feel comfortable but now Im thinking theyre just trying to get as much money as possible from me without doing any work.

  Customer Answer

  Date: 12/02/2024

  This issue has been resolved satisfactorily. Thanks for your help!

• Initial Complaint

  Date:06/30/2024

  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.

  I signed up with this service on Oct 31, 2023 - my first bill 11/1 @300 per month. I have as of today, paid them $2400. I had back years of bookkeeping to catch up on and they told me they would make sure all those years would be caught up and that would be included in my agreement to obtain their services. The catchup process was quoted at 6-8 weeks for completion. They did not meet that time frame. In fact, to this day, they have not provided any accurately completed years. My first back year was 2020 and the tax filing deadline for that year was May 17, 2024. I contacted them early April to find out what was going on and let them know we needed to meet that deadline. They provided me several rounds of inaccurate and incomplete "reports" and each time, I was the one who had to analyze the #'s behind the reports to find the transactions were often duplicated and/or info was missing entirely. It was ridiculous - clearly there was no competent management of the bookkeeping team to ensure accuracy or that the team was including all that needed to be included - ie sources - statements, etc. that HAD been provided by me. It was a nightmare and they completely failed to resolve in time for my deadline. Since then, they have still NOT completed any further years despite my many emails and phone calls. I insisted they stop billing me and get busy completing the job they promised. They skipped one month of $300 and now just billed me again. I told the customer service manager the whole sordid story and that I should be issued a refund so I could hire someone else. She assured me they would give this proper attention - yet that is not happening with any urgency nor to my satisfaction. I do not think I should be paying them ANY more monthly fee until they have actually delivered the service they promised which was FOUR years of completed books - due January of 2024 - and now is going on 6 months past due. I am worried about the quality of their work too.

  Business Response

  Date: 07/15/2024

  HI,
  
  We have been working with this customer for some time to try and resolve all her issues. She signed up with us for monthly bookkeeping. With that we provided free catchup bookkeeping for 2020 and beyond. At this time all reports have been delivered through May 2024. We are still waiting confirmation from the customer on what additional revisions she needs. From our research we did find that our team missed some adjustments requested and they did have an issue getting the Paypal transactions loaded and reconciled properly due to not having statements to validate all the transactions were accurate. This resulted in a lot of missed duplicates. We will always continue to work through any issues to ensure the final reports are completed properly. The time that went into these reports were longer than initially expected and did result in her not meeting deadlines she had on her end. We only commit a timeframe for preliminary reports as there is no way to know prior how long the catchup reports could take to complete. We have requested time to connect again to review options for credit/refund and she has not responded to the ask to connect. At this time we have credited her 2 months and are will to credit for the future months remaining in her contract as well. We hope to connect with her soon to ensure she is satisfied with our attempts to resolve her concerns. 
  
  Thanks

  Customer Answer

  Date: 07/22/2024

  Thank you for the assistance toward resolving this matter. It has been a bumpy road to get to this point but in the end I will be satisfied if I have my bookkeeping current and the past years completed accurately.  The past catchup work was originally agreed to be completed (as offered by the sales staff) in January 2024.  I didn't receive any finished back bookkeeping until May of 2024 - and only after I had repreatedly requested the first year (2020) so I could file the tax returns in compliance with the *** statute which was up on May 17.  When I did get the first year (2020) reports - one week before the deadline in May - there were many other things I had submitted that were missing in the transactions entered besides the errors occuring with the paypal activity that company has acknowledged.  This process required several rounds of re-work and hours of my time to review each re-work - only to find many errors remained each time. Because of that experience, I have been concerned about the overall management of my account and the oversight of the bookkeeping entry process.  Despite the lack of delivery, the monthly amount of $300 was auto-paid each month since the beginning - Nov 2023.  That adds up to quite a bit at this point.  

  After the 2020 hurdle, I asked for an update on the status of the remaining years to bring us current (2021, 2022 and 2023) - and as of early-July - prelim reports have been sent to me for review by the company - along with a list of open items/questions.  I am in the process of reviewing their work  - ie checking the transaction entries behind the reports - to make sure we don't have another situation like we had with the 2020 books.  I have also asked them to review and confirm they did remember to include some of the items that were initially missing in the 2020 bookkeeping - and am currently waiting to hear back on that.  Unfortunately, the timing of receiving all this is now in conflict with my schedule - high season with my business - so I'm not able to completely focus on checking three years of accounting - but I will get through it soon.  Even though I can't confirm the outcome just yet, if the company is agreeing to waive the further fees - that is the monthly charge of $300 - for the months left in my agreement August, Sept and Oct) - I will accept that on good faith. I look forward to getting everything completed accurately. Thanks again.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21924008
  
  
  

  Thank you for the assistance toward resolving this matter. It has been a bumpy road to get to this point but in the end I will be satisfied if I have my bookkeeping current and the past years completed accurately.  The past catchup work was originally agreed to be completed (as offered by the sales staff) in January 2024.  I didn't receive any finished back bookkeeping until May of 2024 - and only after I had repreatedly requested the first year (2020) so I could file the tax returns in compliance with the *** statute which was up on May 17.  When I did get the first year (2020) reports - one week before the deadline in May - there were many other things I had submitted that were missing in the transactions entered besides the errors occuring with the paypal activity that company has acknowledged.  This process required several rounds of re-work and hours of my time to review each re-work - only to find many errors remained each time. Because of that experience, I have been concerned about the overall management of my account and the oversight of the bookkeeping entry process.  Despite the lack of delivery, the monthly amount of $300 was auto-paid each month since the beginning - Nov 2023.  That adds up to quite a bit at this point.  

  After the 2020 hurdle, I asked for an update on the status of the remaining years to bring us current (2021, 2022 and 2023) - and as of early-July - prelim reports have been sent to me for review by the company - along with a list of open items/questions.  I am in the process of reviewing their work  - ie checking the transaction entries behind the reports - to make sure we don't have another situation like we had with the 2020 books.  I have also asked them to review and confirm they did remember to include some of the items that were initially missing in the 2020 bookkeeping - and am currently waiting to hear back on that.  Unfortunately, the timing of receiving all this is now in conflict with my schedule - high season with my business - so I'm not able to completely focus on checking three years of accounting - but I will get through it soon.  Even though I can't confirm the outcome just yet, if the company is agreeing to waive the further fees - that is the monthly charge of $300 - for the months left in my agreement August, Sept and Oct) - I will accept that on good faith. I look forward to getting everything completed accurately. Thanks again.

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/23/2024

  We have applied the credit to the remaining months of her account and the team is providing her an update on her recent question today. We will continue to work with her over the next couple months to ensure all reports are adjusted and completed to her satisfaction.

   

  Customer Answer

  Date: 07/27/2024

   
  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:03/19/2024

  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.

  Im not even sure where to begin. I was told when I signed up with Back Office in September of 2023 that my books would be updated soon so I could send correct financials to a lender.They told me over ten separate times, they would have the reports ready by the end of the week or the end of next week and they still havent delivered any reporting to me.They continually charge me on subscription even though they arent doing any work.They are essentially holding me hostage because they know its tax time and I need someone to do this.Its now march 19th 2024 and my books still arent correct. As a matter of fact they are so wrong I have to question who you are hiring as book keepers?I delivered a list of corrections to them on 12/30 of things they need to do on accounts that they messed up and they still havent done a thing.Back Office was supposed to create less work for me but it actually created more because now theyre mistakes have to be undone and they continue to charge me $389 every single month even though they havent done a thing in 4 months and are unresponsive to me.The ongoing delay is astounding. I receive no communications or updates until I repeatedly hound them and then they finally tell me that my books will be done in a week and theyll get back to me. Your book keepers erased all the transaction categorizations I had already previously done and then sent me a report asking me to recategorize them!?Then the books are still not done, my taxes arent be done. Basically they repeatedly lied to me and think that is acceptable as a practice. Communication practices are just painful. And you know Im stuck with them for the time being so they dont seem to care.They owe me at least 3 months refund, since they haven't done a thing for that long or finish the job in the next few day with no further charges Attached is a copy of their FAQ, which demonstrates their misleading practices, as well as a PDF of our e-mail exchanges.

  Business Response

  Date: 03/29/2024

  We have connected with **** to rectify the situation.   **** has spoken to our team and received his reports.  We also provided a 3 month credit for the delay.  **** expressed that he was satisfied with the resolution and has direct contact information with our team if he does need anything else or have any other questions or concerns.  **** is a active client and we will continue to provide services. 

  Customer Answer

  Date: 04/02/2024

   
  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,
  
  *****************************