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:06/04/2025

  Type:Service or Repair 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.

  Hi ******, Thank you for contacting AvidXchange ************** I was following up with you regarding the Direct Deposit request.The team that is overseeing this is in the process ofe reviewing it now and the new case number is ************* (this) case ********** will close because it is now being handled by them.I enjoyed helping you. Please do not hesitate to reach back out with any other questions pertaining to this case. Thank you and have an amazing week **** ************* Representative ==================================================================================******* ******** ************************************* AvidPay Enhanced Direct Deposit Info for ***************** has been voided for the following reason:had to send another document ABOVE ARE THE RESPONSE. I GOT AN EMAIL FROM ******* ******** TO COMPLETE MY DOCUSIGN/ IT WAS VOIDED ALMOST IMMEDIATELY. I HAVE CALLED SEVERALLY, WITH NUMBER ON MY PROFILE. NO ONE HAS SAID ANYTHING REASONABLE.. WHY THIS IS TAKING FOREVER TO SOLVE THIS. I JUST WANT TO UPDATE TO DIRECT DEPOSIT. NO ONE HAS TOLD ME ANY THING

  Business Response

  Date: 06/16/2025

  Hi ******,
  Thank you for your message. Well be following up directly with the account administrator for C & ************* to ensure this is addressed appropriately.
  Thank you for your understanding.

• Initial Complaint

  Date:05/28/2025

  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.

  Dear *********** am writing to express my dissatisfaction with the services provided by the AvidXchange platform. **************** is extremely difficult to reach, and when contact is finally made, the team appears untrained and unable to resolve the issues at hand. The standard response is always to wait 5 to 10 business days yet this deadline is never met, and follow-ups are rare or nonexistent.When contacting support via email, we only receive a ticket number and a request to wait. This lack of effective assistance is negatively impacting my business.The main issue is that my clients have already made their payments, and AvidXchange sends us an email with the card number so we can receive the funds however, the payments are declined. Transactions up to $400 are processed normally, but any amount above that limit is automatically rejected.Even after receiving multiple emails from AvidXchange stating that the payment is ready to be received, the transaction is declined with no explanation. This ongoing issue is damaging my client relationships and severely affecting my business operations.I request immediate action to resolve these payment issues and a permanent solution to the problems outlined.I look forward to your prompt response.

  Business Response

  Date: 06/16/2025

  Hello and thank you for reaching out. 
  
  Our records show that our retention team worked with ******** ****** from The ************************* on June 5th. Our *** indicated that the issue was resolved and cards are going through now. 

  Please let me know if you have any additional questions we can help you with! 

• Initial Complaint

  Date:05/23/2025

  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.

  held capital:Formal Complaint: AvidXchange ************** (AVDX)This complaint addresses significant concerns regarding AvidXchange.I. Proposed Stockholder ************************ The $10/share proposed buyout by *** raises serious concerns about undervaluation (analyst targets up to $15, IPO $25, 12-month high $12.93). Investigations probe potential breaches of fiduciary duty and unreasonable limitations on competing offers. A significant concern is that the company's high valuation, preceding the buyout, may have been inflated by holding substantial capital from unpaid invoices belonging to vendors/suppliers, effectively utilizing funds that should have been disbursed to hardworking businesses and families.II. Operational & Customer Service Deficiencies: Recurring issues impact users: * Payment Delays/Errors: Frequent reports of delayed or missed vendor payments, impacting business operations. * Poor Customer Support: Users cite long response times and difficulties in resolving critical issues. * System Instability: Complaints detail software freezing and inaccurate invoice indexing/routing. * Supplier Pressure: Concerns exist regarding pressure on suppliers to join AvidXchange's network.These operational failures, particularly the alleged practice of holding vendor funds, alongside buyout concerns, collectively erode trust in AvidXchange's management and platform's reliability. A thorough review is urged to protect our rights and ensure reliable service.

  Business Response

  Date: 06/12/2025

  Hi Diego, 

  Thank you for taking the time to share your concerns. We understand how important timely payments are to your business, and were sorry for the stress and frustration this has caused.

  After reviewing your account, it appears that the issues you're experiencing are connected to our invoice acceleration programs. These programs are designed to help vendors like you get paid faster. However, when invoices are accelerated and later funded by your customer, those payments are applied to repay the advancement. This may have contributed to the confusion and delays youve experienced.

  We know this process can feel unclear, and weve already reached out to the team that manages these programs to follow up with you directly and walk through everything step-by-step.

  Were committed to improving your experience and making sure you feel confident using our platform. Thank you for your feedback and please feel free to reach out with any additional questions or concerns. 

  Customer Answer

  Date: 06/12/2025

   
  I am rejecting this response because:
  This does nothing to solve the injustice's, this company is putting small businesses through .

  I feel that they deserve to be investigated.

   Way too many complains about the same issues. Think about it, this company is not in business to process payments, theyre in business to hold peoples hard earned money because If they really were in business to do what they say they do they would of fixed these problems a long time ago and they havent why eliminate whats bringing there value up in the market?

  Also By doing what they did to me thats were their money is at and we have no way to get out its that or lose a client.

  Business Response

  Date: 06/16/2025

  Hi Diego,

  Thank you for continuing to share your experience. We understand the frustration and concern you've expressed, and we take your feedback seriously.

  To clarify, the invoice accelerator program you referenced is an optional service designed to help suppliers access approved invoice payments earlier, for a small fee. Participation is not required, and suppliers must choose to enroll.

  When a supplier opts into the program, they receive an advance on eligible invoices once approved. Later, when your customer submits payment for that invoice, those funds are automatically applied to repay the advance. If payment isn't received within the 90-day advance window, the supplier is responsible for repayment. This structure including responsibility for repayment in the event of a dispute or nonpayment is outlined in the program agreement provided at the time of enrollment.
  We understand that these details may not always feel clear in the moment, especially when you're managing multiple payments. Thats why our support teams are available to walk through any outstanding questions and ensure youre fully informed.

  Your account has already been marked as no longer participating in invoice acceleration, and were working to make sure your preferences are reflected moving forward. We're committed to helping vendors feel confident and supported every step of the way.

  Thank you again for your feedback.

   

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because:
  Explain this and to finish it off for retaliation for this complaint they made my last payment not go through by blocking the card and made my account with the merchant to risky and they will not be returning the funds from 05 R 0017 because they think is fraud thats to avid exchange address linked to high fraud so there you have it.

  Business Response

  Date: 06/20/2025

  Weve completed a full review of your account and the transaction in question.

  The payment you referenced was not blocked by AvidXchange. After a successful authorization, the card was attempted an additional 19 times. These repeated attempts likely triggered a fraud alert with the merchants payment processor. The funds are currently held by the merchant processor not AvidXchange. Please see the attached documentation for proof. 

  At this time, theres no further action were able to take. If you have additional questions, we recommend contacting the merchant processor directly.

  Thank you for your understanding.

  Customer Answer

  Date: 06/21/2025

   
  Ok heres my proof take a look at

  1.the time I received payment for 0008 invoice and what time I got an acceleration.
  How can this continue to happen you guys clearly know this will happen and initiate your way in depriving of getting timely and reliable information and payments .

  2.information coming from them not true or reliable mail showing how they claimed my invoice 05 R 0015 was supposedly deposited into my ***** bank as this was false as it was really intercepted by them to cover invoice 05 R 0008

  3.The Proof They sent in response to the payment card being declined ************************************************************************************************************************************************************ these master card payments if you look the name on these cards is my business name the merchant flags it for money laundering as Im making false income for my company by paying myself I will be filing a lawsuit against them.

  Customer Answer

  Date: 06/23/2025

   
  I am rejecting this response because:

  Date Sent: 6/21/2025 5:50:51 AM
  

   
  Ok heres my proof take a look at

  1.the time I received payment for 0008 invoice and what time I got an acceleration.
  How can this continue to happen you guys clearly know this will happen and initiate your way in depriving of getting timely and reliable information and payments .

  2.information coming from them not true or reliable mail showing how they claimed my invoice 05 R 0015 was supposedly deposited into my ***** bank as this was false as it was really intercepted by them to cover invoice 05 R 0008

  3.The Proof They sent in response to the payment card being declined ************************************************************************************************************************************************************ these master card payments if you look the name on these cards is my business name the merchant flags it for money laundering as Im making false income for my company by paying myself I will be filing a lawsuit against them.

   

  
  

• Initial Complaint

  Date:04/30/2025

  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.

  I am the owner of ************************************. This is a small yard care and landscaping business. My commercial customer uses ********************** to pay me and has for about 4 years. I normally receive paper checks and my business is not set up to receive payments any other way from AvidXchange. In September 2024 we called AvidXchange customer service because three payments were late. AvidXchange told us they were paid electronically. I told them this must be a mistake because we receive paper checks in the ** mail. **************** said that they cannot do anything about from their department but that I would hear from the epayment department by the end of the day. When I received no response I called back. After multiple calls and a lot of frustration AvidXchange did not resolve these payments. Since I was not able to get payment for the yard service completed, I put my customer's lawn care on Hold. This company talked to AvidXchange and was finally able to get me paid. It took about 5 months. After this suffering, and being that this was the second time AvidXchange sent an epayment that i am not signed up to receive, I asked them to put a not on my account TO ONLY PAY BY CHECK. My payment for March is past due, so i just logged into AvidXchange to see if it got paid. AvidXchange issued another ******** for $1200. Here we go again. I would love help getting this resolved and I would like AvidXchange customers to know this is what this company does. This is the Third time now.

  Business Response

  Date: 05/13/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration this situation has caused, and we appreciate your patience as we investigated the matter.

  
  After a thorough review, our team identified that the payments intended for ******* Landscape and Nursery were mistakenly associated with another vendor account, S&K Landscaping, due to an internal indexing error. As a result, those payments were misrouted and then applied toward open balances under the S&K Landscaping account through our Invoice Accelerator service.

  We recognize the severity of this error and understand the impact it had on your business. Please know this was not a result of any action on your part, and we take full responsibility for the misrouting.

  
  Once we became aware of the issue, our team immediately halted all accelerated payments for both vendor accounts to prevent further misapplication. We are now issuing a paper check to ******* Landscape and Nursery for the payment owed and are actively working to ensure that any future payments are directed correctly and in the format youve requested.

  
  We're also implementing additional safeguards within our system to prevent similar errors from happening in the future. Your feedback is vital in helping us improve, and were committed to making this right.

  
  If theres anything more we can do to support you, please dont hesitate to reach out. We value your business and the trust you've placed in us.

  
  Sincerely,
  AvidXchange Customer Experience Team

• Initial Complaint

  Date:02/18/2025

  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.

  We do business with a large facility which uses **** as their payment processing company. Our contract requires us to get paid a regular amount every month (basically the full annual service divided by 12). **** has apparently been upselling their services through suspicious means. Their account representatives offer to get us paid "faster" than when they are already obligated to pay us. Their account representatives tell us that they want to get us paid quickly, but they don't tell us on the phone that there is an additional charge where they debit the amount to be paid. When we tell them that their activity is suspicious and that they are not supplying the full details of what they are doing, they get angry and often hang up. We have been harassed by aggressive e-mail and phone calls all of which do not supply the full picture of what Avid is doing (i.e. trying to make extra money off of "expediting" the payment already owed to us). There is an extreme lack of clarity and the application of high pressure sales (implying that we will not get paid at all unless we cough up the additional fee or not telling us up front about the additional fee). The last call was extremely aggressive.

  Business Response

  Date: 02/26/2025

  Hello ****,  
  We appreciate you bringing this to our attention and understand your concerns regarding the clarity of our payment process and communications. Ensuring transparency and providing a seamless experience for our customers and vendors is a priority for us. 

  
  After reviewing the situation, it appears there was a misunderstanding regarding how payments were being processed and the optional expedited payment service. We recognize that clearer communication could have helped avoid confusion, and we sincerely regret any frustration this has caused. 

  
  To address your concerns, we have taken immediate action: 

  
  - ************ has been unenrolled from Virtual Credit Card (VCC) payments to prevent further issues. 
  - We are providing additional training to our representatives to ensure that all aspects of our services are communicated with full transparency. 
  - We understand your concerns regarding outreach and have updated your preferences to ensure you are only contacted when necessary regarding your payments. If you ever need assistance, our support team remains available to help. 

  
  We value our relationship with you and appreciate your feedback, as it helps us improve our processes. If you have any further questions or need assistance, please dont hesitate to reach out. 

  Customer Answer

  Date: 02/26/2025

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

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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 a client that owes for several invoices that uses avid exchange. The invoices have been approved for payment and avid tells me they have mailed the checks twice and blames ***** I have gotten all of my other mail and for some reason only the checks from avid exchange are getting lost. TWICE! I find this highly unlikely, in fact a mathematical anomaly. This is a big client and i hate to stop doing work for them but my business is not big enough to not get paid $10,000 and continue to stay in business. This is absolutely ridiculous and after reading complaints seems to be a common issue.

  Business Response

  Date: 01/14/2025

  Hi ****, 

  Unfortunately, we do not have insight into why this check has not been successfully delivered by ****. As a courtesy, we are expediting new checks that should be going out on Thursday. You should receive a follow up message from your customer care representative with the tracking information once available. 

  We apologize for this inconvenience and appreciate your patience as we work hard to make this right. 

• Initial Complaint

  Date:12/10/2024

  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 submitted address change to customer service and they set up payment account to go to *** deposit. I had all bank information on file and everything was current and nothing has changed. Several payments have gone to this account. I was told on their end two of my payments cleared even provided tracking numbers. It shows up as being paid even though it has not been. I have made several phone calls between my bank and customer service to find out my payment was intercepted by the collections department. No one can give me an explanation to why or what happened or when I will be paid. I was told that they would call and I have called several times and still no response. I have jobs left to bill that I cant since no one can provide me with an explanation of what is going on. I have bills to pay and young children to provide for and its Christmas.

• Initial Complaint

  Date:09/08/2024

  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.

  The company owed me money due on 8/9/2024. I called them, which the call was recorded, on 8/22 and was told the check was mailed several weeks ago, told them never received the check. They requested they put a stop payment on the check and issued me a new check. Was told I would get the check in 7-10 days. I told them that sounds crazy where in the ** does it take that long to get some thing via the mail. I requested to be set up as ACH, and they told me someone would call be back on 8/23 or 8/26. I asked can they do it for me, was told know and be on the watch for a call from 704 area code, because if i don't pick it up i have call to start a new request. Never received a phone call. Called back on 9/3/2024 and again requested access to their portal, and to get set up on ACH. Was told again someone had to call be back. The call came in on 9/5/2024, in which I was in an important meeting and left the meeting. I took the call, was then told to be set up as ACH there would be a fee, which understand paying the handling fees, dont understand having to pay to get money owed to be, but accepted. Was sent a Docsign, and completed it, sure they will take several days to complete this too. Went to the ** box on 9/8/2024 and no check. I would expect their process to be easier and quicker to be set up on ACH.would expect the fees to cover the cost, not be changed money to get my money Would expect them to have an expedited process when my check was lost, which i simply dont believe them would expect them to pay the interest on the days my funds were owed to me, since they charge me for fees.The people you speak to are very professional, the company and their processes and fees are unethical and their level of service when disappointments happen are horrible.Will check the date on the check once arrives (if it ever does) and the post date, and go to my post master to see when it arrived at the post office.AvidXchange is horrible ensuring a company get paid

• Initial Complaint

  Date:07/17/2024

  Type:Billing 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 was paid by this company using a virtual credit card.So I had to pay a processing fee.The transaction was subsequently voided.However they still kept the $138.92 processing fee.So I received nothing from them but had to pay $138.92 for nothing.

  Business Response

  Date: 01/15/2025

  Hi ****,
  
  Apologies for any confusion.I connected with our customer care team to understand what happened here.
  
  The way our invoice accelerator product works is that we are repaid when the customer pays the invoice. In this case, ********************** provided an advance payment for invoice 3522. However, your customer voided the invoice with the note stating "Duplicate." Per the Invoice Accelerator terms and conditions, if the invoice is voided by the client, the supplier **** the funds. The supplier owes the full invoice amount, thats why we debited the full invoice amount although the deposited amount was only $4570.08. The difference is the fees that the supplier agreed to upon acceleration.
  
  We attempted to contact you multiple times with no success. Phone messages were left with the secretary and multiple emails were sent to *************************************,including the final demand on 7/11/2024.
  
  If you still have questions regarding the invoice accelerator program, please reach out to customer success for additional details. Once again, we apologize for any confusion. 
  

• Initial Complaint

  Date:02/09/2024

  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.

  As an Independent Consultant, I have a client that uses AvidXchange to process payments. Have had no issues with receiving checks using Avid. I opted to give their ach processing a try (in place of check) for which they charge a fee, automatically debited from the acct. When setting up ach, I asked the rep if this was easy to turn off if I wanted to go back to check. He said yes, I could do this by submitting ticket via portal or email submission. It has been over a month since my request to shut off ach. I have tried to get in contact with **** via email and portal, with no one addressing this request aside from 13 days in, someone replied with "I'll check on the status." Days later, i followed up yet again, and also noted in writing that I wanted an update asap, and that I did not consent to ach processing nor the fee being debited from my acount. The case was closed out with no reply. I opened another case to get in writing that the ach was in fact turned off. Following that, I processed 1 invoice with my client in hopes they did in fact turn off per my request. They did not. They processed and deducted fee from my account. I have reached out several times since to get this fixed. Zero reply. At this point, I am 3 invoices (and checks) behind as I am holding until I have in writing that this has been resolved. Note: The portal does *not* allow you to turn off ach option. You can only do so by contacting the company directly. Original written request to turn off ach was submitted on 1/13 via online submission. Email thread re-requesting initiated on 1/16. See email comms attached.

  Business Response

  Date: 02/20/2024

  Hi *********,thanks for sharing your concern. After touching base with our ************* team, it seems that we were able to resolve your concerns related to AvidPay Direct enrollment, and our team was able to successfully remove you from this program so you will receive check payments going forward.