![Gino G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Gino G.") GG Gino G. President/CEO Information Technology and Services Small-Business (50 or fewer emp.) 12/3/2020 More Options - "I have been their customer for 12 years but will be moving on in 2021" 0.5/5 What do you like best about FreshBooks? They have always had excellent support that is available via a phone call answered by a human. T Review collected by and hosted on G2.com. What do you dislike about FreshBooks? I've been a FreshBooks customer since 2008. It was very helpful in launching my consulting business. In 2016 I, along with other "classic" FreshBooks subscribers, received a letter from founder Mike McDerment introducing their new platform. Notably, the email promised the following: "Your current monthly service charge will be the same on the new product. Over time as we build more capabilities, you may choose to pay more to use some of those new capabilities based on the value they bring. That will be your decision at that time. We are excited to do more for you, more that we hope you will gladly choose to pay for." and "We believe in time, everyone will prefer to run their business on the new product, but we recognize that change is hard, and you will need to change on your timeline, not ours." In 2018 I was contacted by FreshBooks that my fees to continue using their software would be increasing by about 100%. This was not for the new version, this was to keep using the same exact product I already had. That's right, all the same features, now twice as expensive. Given the work it would take to move to another system, I decided it was worth it to just bite the bullet and accept the fee increase. This year I was informed that I would be forced to move to the new version of their software, and that my fees would be increasing, yet again, by another 25% . I expected this would happen at some point. You can't stop progress, right? As part of the transition I was told I must sever the relationship with my existing credit card processing company, Heartland, and be forced to use WePay, a Chase company, to process all of my payment. I am not a huge fan of Chase as a corporation and really didn't appreciate being forced into a relationship with them. I've had a great working partnership with Heartland and my local sales rep Jeff for over 5 years. So now onto my review of the NEW version of FreshBooks. If you are reading other reviews you may want to figure out if their review was for FB Classic or the New Freshbooks Meh. The Layout/UX is not as efficient as the classic version of FreshBooks. I used to be able to see a lot more content at once, but now there's at least 50% more whitespace. I'm sure it would get top marks in a college UX design class, but I'm not hanging this software on my wall to admire for its aesthetics. I want to see as much useful, relevant data as I can. I want that data to be easily sortable and filterable in ways that make sense. I want to be able to copy and paste things directly from the UI into an email when I need to while keeping the tables intact. I used to have those things in Classic Freshbooks, but no longer. On the flip side I now routinely scroll past the overabundance of white space, unasked for charts and graphs, forced tutorials and totally unhelpful quotes from philosophers while I'm trying to get work done. The previous version was designed by a freelancer who actually had to create a solution to his own problems. This new version feels like a very academic "looks good on paper" approach to solving real-world business problems by people who have no idea what the people who are using their software need to do on a daily basis. I am unimpressed. I should mention that I also use QuickBooks Online for my accounting, since FreshBooks has never really been a full-service accounting software or at least one that any of my accountants or bookkeepers wanted to deal with. I kept FreshBooks because it handled invoicing in a very efficient way that saved me a ton of time. Unfortunately, with this new version, that is no longer the case. The new version of FreshBooks is about as nimble and innovative as QBO so I have made the decision to transition away from FreshBooks and just use QuickBooks to handle my invoicing as well. I don't like the payment processing with WePay. I used to get the full amount of my transactions up front and then remitted the processing fees at the end of the month. This made it better for my cashflow and easier from an accounting perspective. WePay deducts their fees in advance so now I have to figure out the math at the end of the month and add a journal entry in order to properly account for my processing fees. This is additional work that I didn't have to do previously. I used to be very enthusiastic about this product and company, but my experiences in recent years show that they are changing and becoming a lot like the clueless, boring, corporate blobs to which they were once a "Fresh" alternative. (see what I did there?) Review collected by and hosted on G2.com. What problems is FreshBooks solving and how is that benefiting you? Invoicing, Time Tracking, Credit Card payments. The benefits in the former version was ease of use, efficiency, price (value) and simplicity. I believe the benefits I used to find have diminished in the new version of the software. Review collected by and hosted on G2.com. Show More Response from FreshBooks Support of FreshBooks [Editedit](https://www.g2.com/survey_responses/freshbooks-review-4505445/official_response/edit) Hey Gino, thank you for taking the time to share your feedback and review of FreshBooks. I certainly understand that change can be a challenge, but I can appreciate where you are coming from with the feedback you have provided. I have flagged your feedback for our Product Team, to ensure this is heard by the right folks. If there is anything additional that our Support Team can assist with at all, please do not hesitate to reach out and let us know. We can be reached at 1-866-303-6061 Monday through Friday, 8am-8pm EST or help@freshbooks.com. ^DM Rating Updated (12/3/2021) Current UserValidated ReviewerSource: Organic See what 961 reviewers think of FreshBooks 4.5 out of 5 ยท Verified reviews from real users [ Read all reviews ](https://www.g2.com/products/freshbooks/reviews)