Complaints

This profile includes complaints for Freshbooks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freshbooks

  North Charleston, SC 29418-2241

• 

  Freshbooks

  106 Village Green Cir Summerville, SC 29483-8289

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:02/26/2025

  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.

  Was told that my contract with Freshbooks was over in December. I did not sign a new contract. Email snip attached shows the company agreed to cancel the contract, yet I have been billed again in January and February. Company makes it impossible to cancel on website, despite the instructions that says you can. I just want a refund and to cancel my subscription.

  Business Response

  Date: 03/06/2025

  Thank you for sharing your cancellation experience. We understand your concern and have reviewed your request.

  We received your initial cancellation request on September 30th and responded on October 1st, with follow-ups later that month. To ensure accurate cancellation of both your FreshBooks account and Bench subscription, we needed your confirmation. Due to a lack of response, the cancellation was delayed.This has now been resolved. A full refund of $305 and $359 for January and February charges was issued on February 26th, as noted in ticket #*******. We hope this is satisfactory and we always welcome you to reach out to us directly at [email protected] if you have further concerns. Thank you.

• Initial Complaint

  Date:02/24/2025

  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 contacted EreshBooks online to inquire of a suitable product they have and if any of their products is compatible with QuickBooks for data migration. The only way to get the answer was to agree to pay $1.00 fully refundable as it was stated on their website. I agreed o this charges and was able to chat with the service representative. The conversation was a waste of time, I didn't get advice or recommendation. Unbeknown to me and without my consent, I was automatically enrolled in their monthly support program . Although I didn't purchase any of their products and, consequently, didn't and couldn't use their services, I was charged $38.00 monthly fee. This company is engaged in deceptive trade practice.

  Business Response

  Date: 03/05/2025

  Thank you for sharing your experience with us. We sincerely apologize for the confusion and inconvenience caused by the charges you received. We understand how frustrating this can be and are committed to resolving it swiftly.
  To clarify, FreshBooks does not offer a separate support program—support is included with all of our subscription plans and we don’t have $1.00 charges. Could you please share the website that you used to make this purchase where it was stated so we can investigate further.
  Please reach out to us at ********************** and reference case BBB#********, so we can work together to track down the $38.00 and process a full refund and cancel any active subscriptions linked to your account. Additionally, we will review your interaction to identify opportunities for improving our communication and processes to prevent this from occurring in the future.
  

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 makes it impossible to cancel my account. THe Help Center on the site sets things started, then transfers you yo a sales pitch. The phone number is no better. It's a closed loop system that clearly inhibits the account holder from canceling.

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 accidentally signed up for a second account and did not mean to. Then I called to cancel and get refunded. They told me they would refund me and they did not. Instead they sent an email I did not see to my inbox and never followed up. That is why they say they will not refund. The account has never been used.

  Business Response

  Date: 06/06/2024

  Hi Andrew, 
   
  My name is Gaby, a Team Lead with FreshBooks. We spoke twice on Monday, June 3rd regarding the $421.34 charge for your inactive FreshBooks account. I am following up on your request for a full refund of your 2023 subscription renewal for the account associated with your [email protected] email.
   
  On July 12 2023, our Support agent Cynthia replied to your email with the appropriate steps to cancel your account and in turn, refund your account. These cancellation steps on ticket #2428185 were not completed, and our Support agent was not able to provide a full refund as the account had not been canceled. 
   
  On our June 3rd call, you mentioned seeing the cancellation request email and missed  actioning the cancellation. Our account refund policy for an inactive account is 2 months, but we have agreed to refund you 6 months of your 2023 subscription.
   
  Thank you and if there are further questions I can assist. Please let us know.
   
  

  Customer Answer

  Date: 06/07/2024

  I am rejecting this response because:  this company is asking to be paid for nothing.  I was told the refund was coming and the account was canceled.  FreshBooks sends out a lot of mail, even if you are not a customer.  I cannot be expected to look through all their junk mail.  To take further action they did not advise.  They did nothing.  It was a zombie account.  Why they want to get paid for a zombie account is just odd, especially considering I am a customer and paid for an account.  This one was created in error.  
  
  Sincerely,
  Andrew H***

• Initial Complaint

  Date:01/02/2024

  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 signed up with Feshbooks on a trial basis as I wasn’t sure if their services would fit my needs. It ended up not being what I needed and I canceled my subscription. They continued to charge me even after I had canceled the subscription. I reached out to them at least twice via email to rectify the problem and was assured it had been taken care of. My bank statements continued to show subscription charges. I called in and spoke with a very polite young man that promised to stop the subscription and refund me the past 4-6 months of charges dating from my last email exchange with them. Not only have they not refunded me, the charges have continued and I am going to have to take action with my bank to get them to stop. I get lots of promises but no actual help or resolution of the issue.

  Business Response

  Date: 01/26/2024

  FreshBooks contacted the customer by email on June 18th 2023, informing them how to export all data from within their account and that the cancellation request would be sent to our Customer Success Team. The customer had five additional charges, totalling $274.41 that occurred on August 17th, September 17th, October 17th, November 17th and December 17th. These five charges have been submitted for refund as of January 25, 2024. FreshBooks confirmed to close the account on our billing system and to remove the payment information from the account to prevent future charges.
  
  Larae has been notified about these steps and all feedback on the matter has been forwarded to Managers for future follow-ups. FreshBooks communicated to Larae to contact us, should there be any additional charges that have not been addressed. In addition, FreshBooks has cross-referenced payment information and confirmed all charges have been addressed and refunded.

• Initial Complaint

  Date:01/02/2024

  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 tried to renew my freshbooks account after switching to quickbooks dec 15th Information online stated 1 year $256. When I was renewing the invoice stated $249. After I put my credit card number in I was charged $324 I have reached out multiple times. Sales help can’t do anything it’s supports issue. Each time I email support they state my issue has been updated?? I call the ******* phone number no one answers. I leave a message no call back. I contact Ram sales manager. No response. Dec 27 I get an email stating refund was processed dec 16th. 3-7 days to process Now the 30th still no refund. Now I’ve had to contact my credit card company for a dispute. Beware of possible bad experiences you may also have with this company. Not fair. I was directly overcharged. Company refuses to issue refund.

  Customer Answer

  Date: 01/08/2024

   I really do appreciate the bbb for there services in helping people who find themselves in situations where there is nothing left a customer can do. 
   Yesterday I finally received a phone call from freshbooks stating the refund was finally issued. 
   About an hour later the refund posted. 
  So I did get my money back. 

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Received an email from Freshbooks.com attempting to collect $499.00 for ****** renewal. I have not signed up for ****** ever in my life. So I called the number listed in the email for customer service (818-835-5888). Spoke with someone with a foreign accent who asked for an invoice # from email then began to ask me to download an app just to cancel whatever this was. I finally asked him why he couldn't do it on his end? He kept saying I'm trying to help you cancel it. I finally told him I would cancel my debit card, he abruptly hung up. I suspect that he got this info from a security system I purchased 6 days prior which was the only time my financial info was used in 2 weeks. I then tried to call the # associated with the Freshbooks on BBB website. It immediately said no one is available to take your call and hung up on me. What kind of business does that?! The