DJ H.
Do Better, Finally
As a startup, I'm pretty bummed to write this review of another startup. I ignored the reviews showing poor customer service, lengthy onboarding and lack of results. Boy was I wrong. Similar to the other reviews, I signed up, paid and was told it would take 8 to 12-weeks for onboarding. After passing the 12-week mark, I was sent an email stating that my account was in Phase 3 (of 5 total phases). It was clear to me at that point that Finally utilizes the 8 to 12-week portion of their sales pitch to charge 3 months of payments with little to no actual work. At least in my case, over 12+ weeks they never once signed into my Quickbooks and bank accounts. With their claim of using AI to categorize transactions, it's very suspect that their process seems to take so much longer than what they estimate. Since a large portion (if not all) of their services are outsourced, it's pretty obvious that they aren't able to keep up. Even worse, they rarely ever answer calls and can take up to 4-days to reply to email messages. All of this is extremely concerning from a company that's provided access to client bank accounts and sensitive details. I decided to work with an accountant directly since the monthly expense is relatively consistent. Within the first 24 hours, I've already received questions from the accountant to better understand my transactions. Apparently that happens with Finally at month 4 of onboarding...smh. Do better, Finally.
Response from finallyJun 20, 2025
Hello DJ, We're truly sorry to hear about your frustrating experience, and we appreciate you taking the time to share your feedback. This is certainly not the impression we want our clients to have. It's our mission to respond, research, and resolve client concerns thoroughly. To do this effectively, we need a bit more information to locate your account and investigate what went wrong. We are unable to find you in our system based on the information provided in your review. Please reach out to us directly at your earliest convenience with the name or email associated with your Finally account. This will allow us to look into your specific situation, understand where the breakdown occurred, and address the issues you've raised regarding communication, and service delivery. We take your comments about our processes and response times very seriously, as the satisfaction of our clients are paramount. We are committed to understanding what happened here and improving our services. Best regards, The Finally Team