Steven D.
Disappointing
I have been a client of Heard for a number of years and initially found their service to be an invaluable resource for my practice. However, over the past 12 months, I have experienced a significant and disappointing decline in both customer support and technical accuracy. The service has become increasingly unresponsive, with wait times for a reply now stretching to a full month. This has forced me to send multiple follow-up messages just to receive a basic response, which is unsustainable for any small business owner who relies on timely financial data. The lack of accountability regarding my concerns is particularly concerning. My reports of a fund discrepancy went unaddressed for so long that I was forced to spend my own evening educating myself on bookkeeping principles to audit my own accounts. I ultimately found the errors myself—work that I should be able to rely on a professional service to handle. Furthermore, there is a recurring lack of understanding regarding my professional context. As a crisis therapist, I frequently travel between states, yet my dedicated business expenses for lodging and meals were questioned instead of focusing on the large discrepancy I had noted. I am also struggling with a lack of clarity regarding specific transactions that have been cited by support but are not easily visible without combing my entire years record. I value the partnership I’ve had with Heard over the years, but I am currently paying for a service that I am essentially performing myself with an auto categorization bot. I hope this feedback prompts a senior representative to reach out, reconcile these discrepancies, and restore the professional level of support I once enjoyed. UPDATE 3/10/26: Following my initial post, Heard reached out, and a senior staff member stepped in to help get my books in order. Things temporarily improved while this senior associate was involved, but as soon as I returned to the standard support channels, I ran into the same abysmal customer service and a set of newly created hurdles. I urgently need a copy of my 2025 transactions for my CPA something Heard has provided every previous year without issue. Now, their staff is refusing to send me this basic transaction list until I sign off on my 2025 books. The problem? Upon reviewing those books, I discovered their team had reintroduced the exact same errors the senior associate and I had painstakingly fixed just a few weeks prior. They are exceptionally slow to respond, unhelpful when I urgently need my own financial data, and seemingly incapable of maintaining accurate records once escalated support steps away. Between the continued errors and the complete lack of reliable customer service, I am officially switching services. I highly advise against using Heard.
Response from HeardJan 13, 2026
Thank you for taking the time to write such a detailed and thoughtful review. As a long-time Heard member, you should never have had to chase updates, audit your own books, or wait a month for a response on a financial discrepancy this material. That is a clear failure on our part. You also should not have been put in a position where your legitimate business expenses were questioned while the larger discrepancy went unresolved. We recognize the operational and emotional burden that created, and we take full responsibility for this gap in services. Our senior bookkeeping and support leadership are reviewing your account today. You can expect direct outreach shortly so we can close this out properly and restore trust in the service you rely on. Thank you again for the years you’ve entrusted to us and for calling attention to the areas we need to improve. We are committed to making this right and ensuring the level of support you experienced in prior years is the level you receive going forward.