Service Fusion — Attraction in Irving

The concept of the business is good. The support is horrendous. When we have an issue it is YOUR issue and if it is resolved it takes months for resolution. The most recent issue we are experiencing is with the Accounting area and QuickBooks. The functionality of syncing the invoices to our QuickBooks account failed. We tried troubleshooting the issue with out resolve resulting in a ticket. That ticket was opened on 1/24/2024. I have received sporadic canned updates to the ticket but no explanation or detailed update. While this may be an isolated incident it has made bookkeeping, paying taxes and managing the finances of our business EXTREMELY difficult. Today I hoped to speak to someone to try troubleshooting but was denied access to speak to someone that was working the ticket, I asked to speak to a manager, and was denied that as well, so here I am no insight of our financials and waiting for a manager to care to call me back. Disappointing. The quest for a new solution begins today.

Update: 03/28/2024 - I was denied access. When I am placed on hold to consult to the team that handles the call but they would not take the call or when I ask to speak to management and there is not a manager available, that is denied access. I have been waiting since 1/24/2024 I don't think my ask is unreasonable. Pull the call log, I was told that they did not know when someone would call. I did receive a phone call today, and I still wait for resolution. Was the call today a result of this google review, or perhaps the email to the president Ben Alves? I will never know. My review...

We added on a Couple of additional services to try out, which were an extra charge monthly for subscriptions. One was the E sign option and the other was custom documents both of which are not Worth the cost of the subscriptions. Upon receiving my yearly billing, I noticed the yearly cost was double of what it was the previous year. I emailed support to try to receive a refund and cancel those extra subscriptions as I had completely forgotten about them because we are all only human After all. The support agent proceeded to tell me That all services are nonrefundable and that she could cancel them, but we would not receive a refund And sent me a screenshot of the fine print in the contract where it says that services are on refundable Which, of course, is my fault, However, this just does not align with Our values as a company. I feel that simple mistakes such as this should be met with Grace, especially considering I reached out the day after I was billed. Other issues We’ve had our invoices being sent to spam Folders, even to customers that have previously received our emails to their inboxes. Any type of support cannot be taken care of over the phone. It’s all through email. Our company will be switching to another job management service upon completion of the subscription that we paid for. If you want a job management company that cares About their customers and Try to retain them I would recommend another job...

Our experience with Service Fusion has been extremely disappointing.

We signed up for their service under the understanding that we would be on a monthly payment plan billed quarterly. At the time of sign-up, no written cancellation or refund policy was provided. On June 18, 2024, our account was charged for the upcoming quarter (July–September). Before the new quarter even began, on July 1, 2024, we canceled our account.

Despite canceling before any services were rendered, Service Fusion refused to provide a refund. We filed a dispute with our bank, which was resolved in our favor and the funds were returned. Shockingly, instead of acknowledging their error, Service Fusion then sent the matter to a debt collection agency, attempting to collect money for services we never received.

This practice is unfair, unprofessional, and misleading to customers. Businesses deserve transparency when it comes to contracts and cancellation terms. Charging for services not used, failing to disclose cancellation policies up front, and then sending customers to collections is unacceptable.

I would strongly caution other businesses considering Service Fusion to carefully evaluate their practices...