As of this morning I was a subscriber to QBO Simple Start at a discounted starter price of $12.50/mo. I went to enter some expenses that I wanted to make billable to a client, so I followed this Intuit help video showing me how to enable this feature in account and settings: https://quickbooks.intuit.com/learn-support/en-us/help-article/manage-customers/enter-billable-expen...
QBO told me that my tier didn't include "bills", and prompted me to upgrade. Essentials was $50/mo so I choose that tier and upgraded. Still no option to set up billable expenses, and no explanation why not. After 3 phone calls with customer service, I was informed that the Essentials tier doesn't include billable expenses either, and I needed to upgrade again to Plus.
Frustrated at the terrible communication, I decided instead to just downgrade back to Simple Start and submit my expenses to my client manually on an invoice, since I don't expect to have to do this that often.
Lo and behold, my rate for Simple Start has now gone up to $25/mo, and according to phone support there is no way to restore my discount that I had an hour ago, and worse, no recourse. This seems like a pretty terrible way to treat a customer who is using the service in good faith, including upgrading when it seems like there's reasonable value to doing so.
I would leave entirely, but I don't have time to learn another small business accounting software right now.
Please consider treating customers better.
