finallyReviews of finally.com

Response from finallyMay 9, 2025

We're really sorry to hear how frustrating this experience has been. That’s never the kind of support we aim to provide. We’ve reached out via phone and email to connect directly and address the concerns you've raised. We understand your alarm about the tax filing being submitted before you signed — that’s not the experience you should have had, and we're actively reviewing how it was handled. Regarding the credit card, the delay was due to a transition between banking partners at the time of your application, which unfortunately caused longer wait times before your request was ultimately cancelled in August. While we hadn’t seen prior concerns on your account besides a recent support ticket, we hear you now and are committed to making things right. Our team will continue trying to connect with you and make sure you get the clarity and support you deserve.

Response from finallyMay 9, 2025

Hi Lisa, Thanks for taking the time to share this feedback. We’re genuinely sorry to hear that your experience has felt frustrating so far. Supporting small business owners through their back books is exactly why we exist, so it’s deeply disappointing to hear that we’ve missed the mark for you. It sounds like there's been some confusion around expectations and the onboarding process, and we really want to clear that up. We understand you've been uploading bank statements manually, and that definitely shouldn't feel like a nightmare. Our goal is to make things easier, not more stressful. We also hear your concern about your QuickBooks subscription; from what we’ve gathered, that may not be part of your agreement with us, especially since it sounds like it was in place before joining Finally. We’ve connected with you directly and are actively working to get things back on track. A meeting with our onboarding team is already being set up for Thursday to help clarify everything and make sure we’re aligned on next steps. Once we receive the remaining documents, we’ll be able to give a much clearer timeline on when your books will be fully reconciled. We’re grateful for your patience and are committed to turning this around. If anything comes up in the meantime, please don’t hesitate to reach out and we’ll make sure our team keeps a close eye on your account so you’re never left feeling in the dark again. Thanks again, Lisa. We really do appreciate the opportunity to make this right.

Response from finallyMay 1, 2025

Thank you for the 5 star review! We're so glad to hear that Nelson made a strong impression with professionalism and thoroughness—it’s always our goal to start things off on the right foot. Excited to have you on board, and we’re looking forward to supporting you as you dive into your bookkeeping!

Response from finallyMay 1, 2025

Thanks so much for sharing this! It means a lot to hear that everything was clearly explained and that Nelson was able to help put your mind at ease—that’s exactly the kind of support we aim to provide. We’ll be sure to pass along the kind words to Nelson! If anything else ever comes up, we’re always here to help.

Response from finallyApr 28, 2025

Thank you for sharing this feedback. We’re genuinely sorry to hear how frustrating this experience has been. Waiting this long for your taxes to be completed is understandably disappointing, and it’s clear we didn’t meet expectations here. Our team has been in direct communication and recently shared the remaining details needed to finalize your bookkeeping so we can move forward with filing your taxes. We completely understand how upsetting these delays have felt, especially given the time and trust invested. Please know that we’re actively working on the best way to make this right, including reviewing your request regarding fees. Getting this wrapped up properly is our top priority, and we appreciate your patience as we work to close things out.

Response from finallyApr 22, 2025

Thank you so much for the kind words and for sharing this! We're so glad to hear the onboarding process felt seamless. That’s exactly the experience we hope to create. Getting accounting organized can feel like a big task, so it means a lot to know the team made it feel easy and approachable. We're excited to keep supporting you and appreciate you being part of the Finally community!

Response from finallyApr 22, 2025

Thank you so much, Brian, for sharing this thoughtful feedback and for highlighting the incredible support Leila provided throughout your cleanup and onboarding journey. We're thrilled to hear how her professionalism, expertise, and well-balanced approach made such a positive impact on your experience. Striking that right mix of patience and gentle guidance is exactly what we aim for, and it means the world to know it helped set the stage for success. We truly appreciate the opportunity to work alongside your team and look forward to continuing to support you as things move forward!

Response from finallyApr 15, 2025

John, thank you so much for this incredible review! It means a lot to hear how transformative the experience has been for your cleaning business. That level of financial clarity is exactly what we aim to deliver, and it’s great to see how it’s freeing up your time to focus on growth. Hearing that our dashboard, responsiveness, and industry-specific insights have made things smoother for you is exactly the kind of feedback that keeps us going. Thank you again for such a thoughtful and detailed recommendation. It really speaks volumes, and we’re so proud to be part of your business journey!