Good at first, declines over time
I've been a member for about 2 years. It's a decent platform and good idea but lacks in customer service execution. Seems their customer service for longtime customers is understaffed and under-trained, at least at the basic membership level. Response times on Customer Service request messages were decent at first, but have declined (as much as 2 weeks, usually 3-4 days). When I've made simple accounting requests (e.g., please add an accounting entry for Venmo fees I paid), it takes a month to resolve. The customer service staff don't seem to be trained in accounting, so they'll respond 3-14 days later with irrelevant information. It's frustrating. After I flagged the issues for her, my "Member Relationship Manager" was responsive and monitored my Customer Service message threads and trained the staff; this improved the issue temporarily. But the issues re-surfaced a few months later and now she's gone unresponsive for ~3 weeks. I rarely need human customer service, but when I do, I don't have the time to explain accounting basics to the staff. Seems I can save money and frustration by finding a CPA firm that does small biz tax, S-corp compliance and bookkeeping.