Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a client that owes for several invoices that uses avid exchange. The invoices have been approved for payment and avid tells me they have mailed the checks twice and blames ***** I have gotten all of my other mail and for some reason only the checks from avid exchange are getting lost. TWICE! I find this highly unlikely, in fact a mathematical anomaly. This is a big client and i hate to stop doing work for them but my business is not big enough to not get paid $10,000 and continue to stay in business. This is absolutely ridiculous and after reading complaints seems to be a common issue.

  Business response

  01/14/2025

  Hi ****, 

  Unfortunately, we do not have insight into why this check has not been successfully delivered by ****. As a courtesy, we are expediting new checks that should be going out on Thursday. You should receive a follow up message from your customer care representative with the tracking information once available. 

  We apologize for this inconvenience and appreciate your patience as we work hard to make this right. 

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted address change to customer service and they set up payment account to go to *** deposit. I had all bank information on file and everything was current and nothing has changed. Several payments have gone to this account. I was told on their end two of my payments cleared even provided tracking numbers. It shows up as being paid even though it has not been. I have made several phone calls between my bank and customer service to find out my payment was intercepted by the collections department. No one can give me an explanation to why or what happened or when I will be paid. I was told that they would call and I have called several times and still no response. I have jobs left to bill that I cant since no one can provide me with an explanation of what is going on. I have bills to pay and young children to provide for and its Christmas.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company owed me money due on 8/9/2024. I called them, which the call was recorded, on 8/22 and was told the check was mailed several weeks ago, told them never received the check. They requested they put a stop payment on the check and issued me a new check. Was told I would get the check in 7-10 days. I told them that sounds crazy where in the ** does it take that long to get some thing via the mail. I requested to be set up as ACH, and they told me someone would call be back on 8/23 or 8/26. I asked can they do it for me, was told know and be on the watch for a call from 704 area code, because if i don't pick it up i have call to start a new request. Never received a phone call. Called back on 9/3/2024 and again requested access to their portal, and to get set up on ACH. Was told again someone had to call be back. The call came in on 9/5/2024, in which I was in an important meeting and left the meeting. I took the call, was then told to be set up as ACH there would be a fee, which understand paying the handling fees, dont understand having to pay to get money owed to be, but accepted. Was sent a Docsign, and completed it, sure they will take several days to complete this too. Went to the ** box on 9/8/2024 and no check. I would expect their process to be easier and quicker to be set up on ACH.would expect the fees to cover the cost, not be changed money to get my money Would expect them to have an expedited process when my check was lost, which i simply dont believe them would expect them to pay the interest on the days my funds were owed to me, since they charge me for fees.The people you speak to are very professional, the company and their processes and fees are unethical and their level of service when disappointments happen are horrible.Will check the date on the check once arrives (if it ever does) and the post date, and go to my post master to see when it arrived at the post office.AvidXchange is horrible ensuring a company get paid

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was paid by this company using a virtual credit card.So I had to pay a processing fee.The transaction was subsequently voided.However they still kept the $138.92 processing fee.So I received nothing from them but had to pay $138.92 for nothing.

  Business response

  01/15/2025

  Hi ****,
  
  Apologies for any confusion.I connected with our customer care team to understand what happened here.
  
  The way our invoice accelerator product works is that we are repaid when the customer pays the invoice. In this case, ********************** provided an advance payment for invoice 3522. However, your customer voided the invoice with the note stating "Duplicate." Per the Invoice Accelerator terms and conditions, if the invoice is voided by the client, the supplier **** the funds. The supplier owes the full invoice amount, thats why we debited the full invoice amount although the deposited amount was only $4570.08. The difference is the fees that the supplier agreed to upon acceleration.
  
  We attempted to contact you multiple times with no success. Phone messages were left with the secretary and multiple emails were sent to *************************************,including the final demand on 7/11/2024.
  
  If you still have questions regarding the invoice accelerator program, please reach out to customer success for additional details. Once again, we apologize for any confusion. 
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As an Independent Consultant, I have a client that uses AvidXchange to process payments. Have had no issues with receiving checks using Avid. I opted to give their ach processing a try (in place of check) for which they charge a fee, automatically debited from the acct. When setting up ach, I asked the rep if this was easy to turn off if I wanted to go back to check. He said yes, I could do this by submitting ticket via portal or email submission. It has been over a month since my request to shut off ach. I have tried to get in contact with **** via email and portal, with no one addressing this request aside from 13 days in, someone replied with "I'll check on the status." Days later, i followed up yet again, and also noted in writing that I wanted an update asap, and that I did not consent to ach processing nor the fee being debited from my acount. The case was closed out with no reply. I opened another case to get in writing that the ach was in fact turned off. Following that, I processed 1 invoice with my client in hopes they did in fact turn off per my request. They did not. They processed and deducted fee from my account. I have reached out several times since to get this fixed. Zero reply. At this point, I am 3 invoices (and checks) behind as I am holding until I have in writing that this has been resolved. Note: The portal does *not* allow you to turn off ach option. You can only do so by contacting the company directly. Original written request to turn off ach was submitted on 1/13 via online submission. Email thread re-requesting initiated on 1/16. See email comms attached.

  Business response

  02/20/2024

  Hi *********,thanks for sharing your concern. After touching base with our ************* team, it seems that we were able to resolve your concerns related to AvidPay Direct enrollment, and our team was able to successfully remove you from this program so you will receive check payments going forward. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not the one to complain about any business but something is just not right here. I have been getting the run around about 3 checks (1 of which was sent back to the payee so they could pay me directly) since October 2023. I have been told on a few occasions that checks were mailed only to receive nothing. So after investigation I realized my unit number was not included in the address. I call to request the unit to added and I was told I could not, that the client had to do it. Even after offering proof of identity so The request was sent on my end to the payee but they will not update it until my next payment is inputted. Which I dont know when that will be. I find it extremely odd Ive had multiple checks reissued, and left notes on my mailbox but no checks have arrived. The check should at least make it to my building. I mean it is only missing the unit number. It will have my name or company on it so should not be an issue. *** requested a one time exception check to be sent including the unit number but only to be told that the supervisors never responded.*** attempted to set up direct deposit, only to be told after 2 weeks it did not go through because my account name didnt match perfectly. That was corrected, the docusign was signed and 2 more weeks later im told it just has not been processed because the person that input it was no longer with the company. Now Im stuck waiting with no real solutions outside of calling to check on the status of either direct deposit(3rd request) or answer to my reissue of the check including my unit number. I believe this company will eventually get there but right now its looking really bleak.

  Business response

  01/11/2024

  Hi ******, thanks for sharing your concern.After touching base with our ************* team, it seems that we were able to provide you with tracking information associated to the checks in question, and confirmed that you're setup to receive payments via AvidPay Direct for payment going forward.
  Thanks for your patience. Please let us know if theres anything else we can do to help.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called AvidXchange requesting payment status for three invoices for services provided to The ******************. First, I was told payment was made via ****** explained that I opted out of the *** program and received payment by check only. I called my customer, The ******************, and they emailed me a proof of payment receipt that included the financial institution and the last four numbers of the account to which the payment was made. I called AvidXchange again because it was not my bank account. After many other calls and speaking to different customer service agents, I was told that my funds were intercepted by their collection department, and they did not have more information. Again I asked them to transfer my call to the collections department. They said it was impossible, but someone would contact me within two business days; it has been almost two months. Today I got AdviXchange, and they explained that my invoices were paid in advance in the "accelerated" payment program they have in place, and that was the reason when they received payment from my customer, the funds were intercepted, and I did not receive payment. That is false. I have not received any early payments for my three outstanding invoices. I am requesting payment of my unpaid invoices.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning May 19- May 31st. Avidxchange is holding my company's money hostage. We switched over to *** to avoid Mastercard Fees and they issued a check for some reason. I have spent over a week (more than the promised 3 business days) to receive our deposit. In the meantime, we did receive the check that was mailed out but it has a stop payment on it which means we cannot deposit it. The customer service agents are nice, but there is nothing that they can do. I have received different dates, being told that they are submitting tickets that have not actually been submitted. It is impossible to speak to someone in the "treasury department" that can actually complete the payment. They were quick to put a stop payment on the check, and the mastercard payments come through fast as well but the *** is being held hostage. I don't want to do business with any company that uses AvidXchange to distribute payments, rather its a mastercard or *** it is inconvenient. I emailed the person that set up the *** and the update that I received at the end of business day is that we "should receive payment by Monday, June 5th, 2023 (which will be more than two weeks) "but fingers crossed we will receive the payment soon. AvidXchange is not the company to use to receive your money in a timely manner. Not only are they taking their time to send us our money, they are going to charge us once the money is deposited.

  Business response

  01/13/2025

  Hi Jasmine, 

  I am so sorry to hear you had a frustrating experience in your transition to ACH. We are constantly working on improving our AP solutions and preventing any delays. If these issues have continued, please follow up with our customer service team. 

  Thank you, 

  Brooke 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a small landscaping business and two of our important clients pay us with avidXchange. In November we did not receive payments, which come as checks in the mail. I called avidXchange's customer service hotline regarding 7 invoices. After two calls I was told by avidXchange that 5 of the invoices were "accelerated" through a payday loan program they have. I told customer care that we receive our payments as checks and are not signed up to receive ACHs. These payments were sent by ACH to a bank account that is not mine. ******** care asked for my bank account and I provided the last 4 digits. ******** care said they did not know how this could happen because they do not know much about the accelerated payment program. They said someone would call the same day or in one business day. I did not receive a call back so I called again a couple of days later. This same process continued. I spent about 50 minutes on the phone and customer care said they did not understand how this happened and they would have someone from the accelerator team call me right away. I have put in six calls and have not received one call back. I would like to know who set up these ACH payments and how they were Authorized. I have not even received any type of receipt for these transactions.

  Business response

  01/18/2023

  Our sincerest apologies you were not able to get the answers you needed. We escalated this internally and have an update for you. Your payments were sent and attached to the incorrect vendor due to an indexing error. In effort to resolve this as fast as possible, we immediately expedited your full payment via ***** on 1/18/2023. In addition, you'll be hearing from our ************* team with a detailed explanation as well as tracking information for your payment. We hope these steps provide the necessary level of resolution. We apologize for any inconvenience this may have caused. 

  Customer response

  01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Avidxchange only made a portion of the authorized payment on an invoice. After multiple emails I never received any response. I submitted multiple issues through their contact us portal and got no response. After calling I finally received a call back from a salesman named *********************** Who told me that someone would be in touch with me about the problem and was trying to sign me up for one of their paid services. I told him I was not interested until my issue was resolved. He is now emailing the contracts and calling my office daily to try to get me to sign up after I have told him to stop or I would report him for harassment. My payment issue has still not been resolved and further complaints submitted through their portal yielded an email that stated That to receive payment I had to speak to my client directly. This resulted in a two day dispute between me and my client because avid exchange reported to them that they had paid the invoice in full. I had to provide statements to prove that they did not.

  Business response

  10/03/2022

  Dear BBB,
  
  Thank you for forwarding the most recent concern from our client, ***************************, with ******************** LLC. We sincerely apologize for the disappointment and inconvenience this caused.
  
  Our customers are of the upmost importance to us at AvidXchange, and escalations are an opportunity to build trust and improve their future experiences with us.
  
  We have thoroughly researched all issues presented and addressed with corrective action, to include the error made during processing the payment referenced in Mr. ******* complaint. **** also made several outreach attempts to ****************, answering his most recent case submission, and following through with his request to change his payment method.

  Customer response

  10/07/2022

   
  Complaint: 18046952
  
  I am rejecting this response because:
  AvidXchange sent a check that was returned after depositing it into my bank account. I still have no resolution and now I also have a bad check.
  Sincerely,
  
  ***************************

  Business response

  11/02/2022

  We are still waiting on internal approval for our response and as soon as we have it I will send it over. Hoping to get an answer by end of week. Thank you for your patience.

   

  Best,

  *********

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩