cancel
Showing results for 
Search instead for 
Did you mean: 
redbandana
Level 1

Ridiculous policy

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.

2 Comments 2
Catherine_B
QuickBooks Team

Ridiculous policy

Hello, redbandana.

 

I understand the frustrations that you have in regards to our subscription rates and the features you can do within the subscribed plan. I'll take note of your experience so we can submit proper feedback to our Management.

 

We had to review our pricing strategy due to industry alignment. We always strive to provide efficient, reliable, and easy to use payment services. To make this happen, we had to set fees so we can continually make investments to maintain and improve the product. 

 

For now, billable expenses is only available in QuickBooks Online Plus and Advanced. To know more about the feature, you can use these articles:

 

I am also looking forward to discussing the situation with you and answering any questions. Feel free to reach out to me anytime. 

redbandana
Level 1

Ridiculous policy

>> "I understand the frustrations that you have in regards to our subscription rates and the features you can do within the subscribed plan."

As should have been clear in my original post, my frustration is with neither the rates nor the features. It is that after reverting to my original plan (due to YOUR miscommunication about which tier I had to upgrade to) you raised my subscription rate. That seems patently unfair and exploitative.

 

> "I am also looking forward to discussing the situation with you and answering any questions. Feel free to reach out to me anytime."

 

The phone service representative told me that there was no way to get my discounted rate back ($12.50/mo). If you have a way I can do that, I'm happy to chat. If not I would be wasting my time, your time, and your company's money.

Need to get in touch?

Contact us