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eBillity Reviews (4)

Review: The problems I am having with eBillity fall into many categories: advertised price not honored, failed to correct billing errors, failure to honor contract, customer service failed to provide assistance, non-delivery of service, defective product, inferior service, and failure to honor a service agreement. I chose "The product I purchased was defective," because the most salient point is that I am paying for a service that has not been properly working for two billing cycles now. The work-around I have had to figure out have cost me, the business owner, valuable time and energy. I have asked for a credit for these two months multiple times by both phone and email with no response to this issue. Meanwhile, in trying to get the service to work, customer service has sent me incomplete instructions, has changed the plan, gave me one new pricing structure and now is saying that it's another, and at this point, I am not clear what company I am dealing with because when I contracted with this service, it was through the [redacted] and eBillity is telling me that I have to sign in through their website and re-enter billing information. Nobody in customer service has been able to clearly explain what is going on. I have asked them to resolve this issue on a Friday and they have no done something such that the system is unusable on a Monday and Tuesday, at the beginning of the week when employees are trying to use the system. The service has not been properly syncing with [redacted] for some time now, and I question the validity of the data. Nobody has been able to work out these concerns with me, yet I am still being billed full price for the service - outrageous!Desired Settlement: I would like 1) compensation for two months of the service at the $100 per month that I have been charged ($200 total) since the service has not been working properly for at least that long, 2) assistance with getting the service to work immediately with the new login, 3) moving forward, the pricing structure that I was promised on the phone ($14.95/month + $4/per user per month), 4) I want help from this company to ensure that the data is syncing with [redacted] properly, and 5) I want an explanation of what company is billing me and what the relationship is between eBillity and [redacted] Basically, I want the service that I have been paying for for many years now to just function the way that it is supposed to, so I don't have to worry about the integrity of my data in [redacted] and can prepare accurate payroll numbers and accurate invoices for customers. Without data integrity, the integrity of my whole business is compromised. I want a fix and soon -- by the end of this week.

Business

Response:

I can help you with all of your requests. please email me at [redacted] to setup a time to meet.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While eBillity has fixed the technical aspects of the complaint, still nobody has taken care of the billing issues from being charged for 2 months while the service has not been working. I have taken this issue up with the credit card company, but no representative from eBillity has responded to the billing issues involved.

Regards,

Business

Response:

We would be happy to help you. We dont know your company name, how much you were charged, or how much you are look for as a refund.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The company has not resolved the issue.

The Company name is [redacted]. The details of the charges and the refund that I am seeking is stated in the complaint documentation.

Regards,

Business

Response:

I have taken a look at you account and have found that you were not being charged by eBillity until you updated/migrated your app on 12/11/13.

Here is the history of your account:

10/18/11 you signed up through [redacted] and were charged by [redacted] up until the day you updated/migrated...

12/11/13 you updated & migrated your app to eBillity.com directly.

12/16/13 we charged you $25

1/16/13 we charged you $25

Your complain was regarding service issue you had before you moved to our system. Please ask [redacted] for a refund. If you are unhappy with our application we would be happy to help you. If you continue to use then we would need to continue to charge you for its use.

Thank You,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Part of the problem has been that is is not clear which company I have been dealing with and whom to go to when the system has not been working. Please provide me with information to contact [redacted] regarding a refund. Thank you.

Regards,

I started using this product this year. It was recommended by some other law firms. However, I have experienced nothing but headaches in trying to generate an error free invoice. While I post client payments, the invoices do not reflect payment, but, rather outstanding balances. I've complained about this happening and was assured the problem was corrected in April. Now, I am trying to get invoices for services rendered in April out and again payments received and applied for March invoices are not showing up on April invoices. I have complained and do not receive return phones calls. I am told the developer is working on it. I told the developer via email that I must have my invoices out for a major client by the 6th of the month. I called at 5:00 pm to speak with someone about the progress; but of course the office is closed up. Tomorrow is the 6th and once again my staff will have to mark out the previous balances so we can get invoices out.

Review: On or about march 10th I discovered that the product that we were using to track time, and sync with our accounting software had not been performing as expected. The problem was that time being entered into eBillity was being submitted, approved and synced to our accounting software, but the time was not always coming over in a complete fashion. Some hours, sporadically, were missing, or would be doubled up. The only way I found out about the problem was by running reports with matching criteria in Quickbooks, and in eBillity and I realized the numbers did not match. I toggled back and forth between eBillity and quickbooks to make sure that all time had been submitted and approved before I attempted to contact eBility for assistance. Initially I tried calling, hoping to get assistance quickly because this was a very serious issue, as eBillity was not signaling any sync error messages, and we had proceeded with payroll (assuming surely they would want to know of such a serious issue right away), and billing based off of erroneous numbers that been imported into quickbooks as a result of a faulty product. I was met with nothing but a ringing phone for three days. After I have given up attempting a phone call, I enlisted the help of eBillitys chat support. I was told that the employee's who chat are not 'entitled' to actually speak to customers, this was after I was told there was a bug in the system. On march 13 I finally was able to speak to someone [redacted]and was told that the above described 'bug' was effecting other customers as well, and essentially that there was nothing that could be done except pass a message along to the developer. I was told I would be met with a follow up call or email that day, and never received any correspondence. I reached out to [redacted], Product Specialist and described the issue at hand. He informed me via email there was nothing he could do, essentially. Additionally the phone number listed for [redacted] is not being answered.Desired Settlement: I am requesting that a refund be issued for the time period in which eBillitys product was not performing as advertised. Additionally, I believe it is imperative that other eBillity users understand this 'bug' and be informed. eBillity users who sync to quickbooks and have many employees especially may not be auditing each employee's time entries for every single day, they could be missing out on wages, and receivables. This company should not be doing business until this 'bug' is fixed. They are selling a deceptive product, and should also reimburse other users who have experienced this issue.

Business

Response:

I show you as still active with an account on eBillity. If our product is not working for you, or as you say "not working for anyone", then why have you not cancelled? We have only charged you since January @ $50 per month. All previous charges were made by [redacted] Are you still having issues?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The past couple of weeks our office has not had issues with time not being transferred (we're using eBillity until we find a more suitable, reliable solution), which is why we have not cancelled. I was told that we would receive a refund for the months that the product did not work as advertised, and have yet to have received such refund. eBillity took responsibility for the 'bug' at the onset, siting that we were not the only businesses coming across this issue. Yet, now is unwilling to hold up their end of the offer to refund the fee during the time the product did not work.

Please remember, the Revdex.com was only contacted AFTER I made many attempts to reach eBillity for a solution. Your delay/lack of response to the origianl Revdex.com complaint illustrates exactly the issue at hand with customer service. No sense of urgency.

Regards,

Review: The service that I have purchased from eBillity for $25 per month has not been working since January. The data is not syncing with Quickbooks and I am getting error codes that I was told by online customer support that only one person, [redacted] could help with. I was given the incorrect email address for [redacted] When I was given a different email address, he replied to me only to forward my information on to someone named [redacted] has never been in touch with me. I have explained the problem in depth multiple times to customer support and have those transcripts which result in the operator saying that they cannot help me and that [redacted] holds the keys to the problem's solution. I have given my phone number and email address to at least six different people in the company and nobody has been in touch with me.Desired Settlement: $50 refund to my credit card for two months of the service @$25/month for which it has not been functioning plus no future charges until the service is actually working -- meaning that my employees' timesheets are all syncing with quickbooks and I am able to use the data to prepare for payroll and customer invoicing.

Consumer

Response:

This is a different issue than the original complaint -- the first issue ended up being referred to [redacted] for resolution and was resolved by that company. This complaint was with Ebillity and has been resolved as they recently refunded me for one month of service. Thank you.

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Description: Computer Software Publishers & Developers

Address: 102 Sherman Ave, Deal, New Jersey, United States, 07723

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