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:07/11/2025

  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.

  The bookkeeping service provider "Finally" advertised that they would do a "catch up" on our books with a paid subscription and they did do the work to catch up, but just stopped doing the job after a few months and we were still paying every month. I contacted them through email, called and left voicemail, but still could not get a timely response beyond one email stating they were sorry and understood the frustration. In that same email, they promised to get things up to date and get back to me. After that, they became completely unresponsive to messages, so I have asked for a refund and account cancellation via email and voicemail without any response from them. Due to their lack of communication, I have now disputed the charges that were paid after the service stopped and have blocked future payments from being made.

• Initial Complaint

  Date:05/15/2025

  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 entered into a Service Agreement with ************************ (*******************************) on October 24, 2024, for bookkeeping and tax services for three of my businesses (HER ************ HER Home Build, and HER Home Boutique).The agreement specified that ************************ would:Provide monthly bookkeeping, reconciliations, categorization, and financial statements.Complete catch-up bookkeeping from January 2021 through September 2024.Prepare and file business taxes.Despite full payments totaling over $9,500, the following occurred:Bookkeeping services were never fully completed. Only preliminary drafts were provided for one company; nothing was delivered for the other two ************* services were not completed. I received no notice that my taxes would be filed late or not filed at all.Repeated requests for completed deliverables and signed Service Agreements were ******************************** falsely claimed work was completed, when in fact only partial, preliminary work was done.After multiple attempts to resolve the situation amicably, I issued a formal written demand for refunds and completed work, giving ************************ until May 14, 2025, to respond. They failed to respond or comply.Their actions constitute breach of contract, misrepresentation, deceptive trade practices, and failure to perform basic professional services.

  Business Response

  Date: 05/28/2025

  Hey *******,

  Thanks for your message. I'm sorry to hear that our services didn't work out for you. We take our client's feedback extremely seriously.

  I'm sorry to hear that you're unhappy with the resolution. I'm doing my best to work with you but there's nothing more we can do without you providing the open items and statements that you haven't given to us. Without the data, we can't complete the work unfortunately. 

  We worked on more than 114 months of catch-up bookkeeping for you. We would love to complete the work for you in its entirety but it means that you will have to get us responses on the open items and statements that we still need from you in order to finalize the reports. If you can provide this data and questions back to us, we are more than happy to finalize the reports for you.

  Here are the number of transactions that we've worked for you for each company. Please note that this is a lot of work.
   
  HER Home Build
  2535 transactions 

  HER ***********
  32601 transactions 

  HER Home Boutique
  1722 transactions

  Here is the list of open items that we need from you:

  HER *********** Boutique
   
  ********* Checking (4952) 1 -Categorized from 12/26/2023 to 04/30/2025 Never Reconciled
  Lake City Savings (2894) 1 -Categorized from 08/09/2024 to 01/11/2025 - Never reconciled
  Capital One Credit Card - Categorized from 01/22/2024 to 02/07/2025 Never reconciled
  BMO Checking (9001) Reconciled 11/30/2024- Categorized as of 02/18/2025
  BMO Savings (0377)- Categorized from 08/02/2024 to 01/31/2025- Never reconciled
  BMO Checking Taxes (9028) Reconciled 11/30/2024 
  

  Open items updated:
   
  I have attached a list of uncategorized transactions in the Ask Client report. There is one tab for expenses and one for deposits. Please fill in the highlighted column in both tabs and return the spreadsheet.
  I have attached a list of payments in the Payments to Deposit account that do not match the deposits received in the bank. Could you please confirm which deposits have cleared? Were the payments received deposited in a batch? If so, how can we identify them?
  I have attached a transaction log for the Uncategorized Income and Uncategorized Expenses accounts. Please review and clarify these transactions.
  Please review the attached General Ledger, which allows you to examine all transactions by category. If any changes are needed, please update the spreadsheet and return it to us.
  Please provide the inventory balances at the end of each year from 2022 to 2025.
  Could you please confirm if you provide services in addition to product sales?
  We have identified that "Sales" and "Sales of Product Income" are duplicate income accounts. To ensure the clarity and accuracy of your financial reports, we suggest merging these two accounts. Please advise on how you would like to categorize your income, or if you would like us to proceed with the merge.
  Please provide the following statements and reports, and ensure the statements show the beginning and ending balances:
  Paychex *************** Payday & Month Total (from October 2022 to January 2025).
  BMO Checking 9028 (from December 2024 to January 2025).
  BMO Checking 9001 (from December 2024 to January 2025).
  BMO Savings 0377 (from October 2022 to January 2025).
  ********* Checking 4952 (from October 2022 to January 2025).
  ********* Checking 2894 (from October 2022 to January 2025).
  Capital One Credit Card (from October 2022 to January 2025).
  ****** Capital Loan agreement and monthly statements (from October 2022 to January 2025). 
   
  HER *********************
   
  Lake City Build Payroll and Rent HOLD (0083)   Categorized from 03/17/2021 to 08/19/2024- Never reconciled
  Lake City Build Savings (4449) 1 Categorized from 03/11/2021 to 08/19/2024 -Never reconciled
  ********* Her *********** Build (3248) Reconciled 11/30/2021- Categorized 04/28/2025
  Lake City BUILD Project Account ****** 1 Reconciled 01/31/2024 Categorized 03/17/2025
  Menards Credit Card -Never reconciled
  Credit Card Ramp Never reconciled
  Home Depot Credit Card Categorized from 05/13/2023 to 01/10/2025 -Never reconciled
  BMO Simple Business Checking (8978) Categorized from 08/02/2024 to 02/14/2025 Never reconciled.
  BMO **************** (0369)- Categorized from 08/02/2024 to 01/31/2025 -Never reconciled
  BMO Simple Business Checking (8986)- Categorized from 08/02/2024 to 02/14/2025 -Never reconciled
  BMO Simple Business Checking (8994) Categorized from 08/02/2024 to 02/18/2025 Never reconciled
  Capital One Spark Classic (7143) Categorized from  07/08/2022 to 04/30/2025 Never reconciled. 
  Open items updated:
   
  I have attached a list of uncategorized transactions in the Ask Client report. There is one tab for expenses and one for deposits. Please fill in the highlighted column in both tabs and return the spreadsheet.
  I have attached a Transaction Log for the Auto Finance account for your review. Please clarify which vehicle you are paying for and provide the Agreement along with the monthly statements from January 2021 to December 2024.
  Please review the attached General Ledger, which allows you to examine all transactions by category. If any changes are needed, please update the spreadsheet and return it to us.
  Please provide the inventory balances at the end of each year from 2021 to 2024.
  Could you please clarify which account you use to pay the ******* Loan?
  We noticed that your chart of accounts includes a transaction history for the Permits and Permits Drawing accounts. Could you please clarify the difference between them?
  In QuickBooks, there is a card called Credit Card Ramp. Is it under the name of HER Home Build? If so, please provide the account statements from January 2021 to April 2025.
  Please provide the loan agreement and monthly statements from January 2021 to April 2025 for the following loans:
  Ford Box Truck Loan.
  Forklift Loan.
  

  Please provide the following statements and reports, and ensure the statements show the beginning and ending balances:
  Gusto *************** Summary by Employee Report (from January 2021 to April 2025). Once we have it, we can adjust the payroll liabilities that appear on the Balance Sheet.
  Paychex *************** Payday & Month Total (from January 2021 to April 2025).
  BMO Checking 0369 (from January 2021 to April 2025).
  BMO Checking 8978 (from January 2021 to April 2025).
  BMO Checking 8986 (from January 2021 to April 2025).
  BMO Checking 8994 (from January 2021 to April 2025).
  ********* Checking 0083 (from January 2021 to April 2025).
  ********* Checking 5184 (from January 2021 to April 2025).
  ********* Savings 4449 (from January 2021 to April 2025).
  ********* Checking 3248 (from December 2021 to April 2025).
  Home Depot Credit Card (from January 2021 to April 2025).
  Menards Credit Card (from January 2021 to April 2025). 
  HER *********** LLC
   
  BMO Operating Expenses 1155 Reconciled 12/31/2022- Categorized from 02/02/2023 to 08/30/2024
  BMO Elite Business Checking (1228)  1 Reconciled 03/31/2025
  Elite Business Money Market (1171) 1 Reconciled 03/31/2025
  Elite Business Money Market (0665) 1 Reconciled 03/31/2025
  BMO Elite Business Checking (3336) 1 Reconciled 03/31/2025
  BMO Elite Business Checking (1163) 1 Reconciled 03/31/2025
  BMO Elite Business Checking (1147) 1 Reconciled11/30/2024
  BMO Elite Business Checking (1198) 1 Reconciled 03/31/2025
  Huntington *************** Revenue 9829 2 - Categorized from 01/03/2023 to 03/28/2025 Never reconciled
  Huntington Revenue All Companies 2976 2 - Categorized from 01/03/2023 to 03/31/2025 Never reconciled
  Huntington *************** Operations 9832 2 Categorized from 01/03/2023 to 10/04/2024  Never reconciled
  Huntington Staging Revenue and Ops 6274 2 - Categorized from 01/03/2023 to 10/04/2024 Never reconciled
  Huntington Unlimited Checking 2963  - Categorized from 01/03/2023 to 10/04/2024 Never reconciled 
  

  Open items updated:
  I have attached a list of uncategorized transactions in the Ask Client report. There is one tab for expenses and one for deposits. Please fill in the highlighted column in both tabs and return the spreadsheet.
  I have attached a Profit & Loss Detail. Please fill in the highlighted column with the corresponding class and return the spreadsheet.
  Please provide the full 2020 & 2021 Tax Returns and the password if applicable.
  Please review the attached General Ledger, which allows you to examine all transactions by category. If any changes are needed, please update the spreadsheet and return it to us.
  Please provide the inventory balances at the end of each year from 2021 to 2025.
  Please provide the loan agreement and monthly statements from January 2021 to April 2025 for the following ************************************** Loan
  EIDL Loan
  SBA Loan
  BOI Loan
  Newrez Loan
  

  Please provide the following statements and reports, and ensure the statements show the beginning and ending balances:
  Paychex *************** Payday & Month Total (from January 2021 to April 2025).
  Gusto *************** Summary by Employee Report (from January 2021 to April 2025).
  Huntington Bank statements (from January 2021 to December 2024).
  Stripe Detail and Summary reports (from January 2021 to December 2024).
  ******* Finances summary, Payout Reports (from January 2021 to December 2024). 
  We recently noticed that data access is working for the following banks:
   
  HER *********** Boutique
  Bank access:
  -Lake City Checking 4952, we can only see transactions, not statements
   
  HER *********************
  Bank access:
  -Lake City Bank 5184, we can only see transactions, not statements
  
  This is the status of each one of your accounts, and you've used all of the data that you've provided so now we're at a stand still until you provide the missing data listed above:
   
  Her ***********
   
  2. Books are done through November 2024 (with the data that we have been given, lots of open items)
  3. $500 of the payment is for taxes has been refunded
  4. You received 45 months of catch up and 2 ongoing months are done (October and November) = 47 months of total bookkeeping done with all of the data that we have
   
  Her Home Build
   
  2. Books are done through December 2024 (with the data that we have been given, lots of open items and missing data we have been requesting)
  3. $500 of the payment is for taxes has been refunded
  4. You received 45 months of catch up and 3 ongoing months are done (October, November, December) = 48 months of total bookkeeping done with all of the data that we have
   
  Her Home Boutique

  1. The account is in collections, currently owes multiple months of payments
  2. You upgraded for taxes, but none of the tax payments ever went through, no refund due to no taxes ever being paid
  3. You received 24 months of catch up and 4 months of ongoing work are done (October through January 2025) = 28 months of total bookkeeping done with all of the data we have
  2. Books are done through January 2025 (with the data that we have been given, lots of open items and missing statements)
   
  In conclusion, I would love to be able to get all of this work done for you; however, it does require you responding to the open items and missing statements that we've asked for at least several times. 
  

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

  Best,

  Finally Support

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23332829
  
  I am rejecting this response because:

  I was told in WRITING that the books were completed weeks ago.

  I want the books that you so-called completed per ********** email because that is the basis of you not refunding my money.

  You have done too little - too late. You sending me ************************************************************* to do the work that you allegedly already did is utterly RIDICULOUS. I've incurred late fees on my taxes and I have lost opportunities to bid on jobs because my financials - that I paid you to do - are not in line.

  I want my money back. I need to hire a trustworthy professional to handle my financials.

  
  Sincerely,
  
  ******* Rae ************

  Business Response

  Date: 06/10/2025

  Hey *******,

  Thanks for your message.

  These are the items that are sent to you so we can finish finalizing your books. In order for this to be resolved wed have to get on a call to discuss these items. We understand you're not willing to get on a call to address these so we have canceled her account.

  We are going to refund you the $5791 in total spread over your three accounts per your complaint to amicably resolve this issue. ******* has issued this refund among your three companies today, specified here: $897 will go back to Boutique, $2447 will go back to Build, and $2447 will go back to Design for the cards we had on file. You should see it in your accounts within 2-10 days depending on your financial institution.

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

  Best,

  Finally Support

   

  Customer Answer

  Date: 06/30/2025

   
  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.
  
  Sincerely,
  
  ******* Rae ********

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising 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 this company to do bookkeeping work for my business and have received zero in return. The $250 payment comes out every month since February and I have gotten not one email text call or anything from them after our initial onboarding call. It was explained to me that I needed to upload my business banking statements to their portal system through their company which I have done and received zero in return. No one responded to any of my emails or inquiries and now that tax season has come and gone I had to process all my bookkeeping myself which was an insane task because I thought I was paying this unprofessional company to do so. I reached out to the onboarding agent and he was helpful in submitting a ticket to their HR on my behalf but I'm beginning to think that that was an untrue statement because today on the 13th they've tried to charge me again.

  Business Response

  Date: 05/28/2025

  Hey ****,

  Thanks for your message. We take our client's feedback extremely seriously.

  I'm sorry to hear that our services didn't work out for you. We did 13 months of catch up bookkeeping for you, free of charge, and your reports were sent to you before the 12 week timeframe, from the time we got access to the data needed to do the work, that sales and onboarding quoted you.

  We would be more than happy to finish the work that you paid for if you provide the data we've requested a few times. We are also willing to provide a month of service free of charge due to the communication issues you've experienced. If you would prefer to cancel your account, we are also willing to do that and waive any early termination fee.

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

  Best,
  Finally Support

• Initial Complaint

  Date:05/11/2025

  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.

  The business refused to cancel my account. I tried by email and by calling, they were very difficult to reach. When I requested to cancel my account they said they had to "escalate" my request and someone would call me back. They call at times I can't answer, and when I call back, I get their answering service. I JUST WANT MY ACCOUNT CANCELED IMMEDIATELY and for them to stop charging me.

  Business Response

  Date: 06/09/2025

  Thanks for your message, *****. Unfortunately, we had a member of our team that was in the hospital and so that delayed getting this resolved. 

  I appreciate your willingness to come to reasonable resolution as this has been amicably resolved. Thank you very much and have a great day!

  Customer Answer

  Date: 06/09/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising 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 is a fraud. They email saying they have taken care of things that have not been touched. Getting someone to reply takes forever and it's always a new person. They continue to charge my account after months of back and forth and utter failure to deliver on services promised.

  Business Response

  Date: 05/29/2025

  Dear *****,
  
  I apologize for any frustration this may have caused you, especially regarding the pending adjustments you highlighted during the call you had with our Client Experience Team.
  
  I want to clarify that you signed cash-based bookkeeping which doesn't include AP, AR, invoice or bill work at all. This service focuses on categorizing transactions solely based on bank and credit card statements, without directly managing, reconciling, or editing individual invoices.
  
  We did 9 months of catch up bookkeeping for you and an additional 4 months of ongoing work. Given the bookkeeping work that has been performed on your account under cash based bookkeeping, we are unfortunately unable to provide a refund of any fees paid.
  
  However, to ensure you are satisfied upon your departure from Finally, I want to offer a concrete resolution. I can assign a dedicated point of contact from our team to work with you on making any final necessary adjustments to your account assuming they are cash basis adjustments. This will be to ensure we address any adjustments that you've highlighted, so you can leave with confidence in your cash basis books.

  We are committed to helping you achieve a satisfactory resolution. Please let me know how you would like to proceed, and I will be happy to assist you.
  
  Sincerely,

  Support at Finally

• 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.