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Business Profile

Payment Processing Services

AvidXchange

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/20/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Avidxchange only made a portion of the authorized payment on an invoice. After multiple emails I never received any response. I submitted multiple issues through their contact us portal and got no response. After calling I finally received a call back from a salesman named *********************** Who told me that someone would be in touch with me about the problem and was trying to sign me up for one of their paid services. I told him I was not interested until my issue was resolved. He is now emailing the contracts and calling my office daily to try to get me to sign up after I have told him to stop or I would report him for harassment. My payment issue has still not been resolved and further complaints submitted through their portal yielded an email that stated That to receive payment I had to speak to my client directly. This resulted in a two day dispute between me and my client because avid exchange reported to them that they had paid the invoice in full. I had to provide statements to prove that they did not.

    Business Response

    Date: 10/03/2022

    Dear BBB,

    Thank you for forwarding the most recent concern from our client, ***************************, with ******************** LLC. We sincerely apologize for the disappointment and inconvenience this caused.

    Our customers are of the upmost importance to us at AvidXchange, and escalations are an opportunity to build trust and improve their future experiences with us.

    We have thoroughly researched all issues presented and addressed with corrective action, to include the error made during processing the payment referenced in Mr. ******* complaint. **** also made several outreach attempts to ****************, answering his most recent case submission, and following through with his request to change his payment method.

    Customer Answer

    Date: 10/07/2022

     
    Complaint: 18046952

    I am rejecting this response because:
    AvidXchange sent a check that was returned after depositing it into my bank account. I still have no resolution and now I also have a bad check.
    Sincerely,

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

    Business Response

    Date: 11/02/2022

    We are still waiting on internal approval for our response and as soon as we have it I will send it over. Hoping to get an answer by end of week. Thank you for your patience.

     

    Best,

    *********

     

AvidXchange is NOT a BBB Accredited Business.

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