Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/19/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been forced to use this company due to a customer I work for choosing to use them. They are hard to get a hold of and constantly transfer you to different departments. Checks take too long to get to me so I reluctantly signed up to receive payments through a REMOVED. The way they do it is like a gift card in your company's name so when I went to process payment the processing system I use said since it was in my name it was considered a cash advance and against policy and shut my account down. Now I have to switch accounting software which will take weeks if not months to transfer all my data. I told AvidXchange that I need to switch back to check payments immediately and they are still sending useless virtual cards. They do have an option for ACH but they charge me for that and I refuse to pay a company that I am being forced to use against my will. But if I drop this client from my account that could put me out of business although not receiving payments is going to do that anyway.

  Business Response

  Date: 08/25/2026

  Thank you for bringing this to our attention, Mr. REMOVEDWe sincerely apologize for the frustration and disruption this experience has caused. We understand that payment delays and account complications can have serious consequences for your business, and we do not take that lightly.
  

  Upon receiving your complaint, our Customer Escalation Specialist, REMOVED, reached out to you directly to address your concerns. We want to confirm the steps that have been taken:

  Virtual Card Enrollment: We understand that the virtual MasterCard issued to you caused an unintended issue with your merchant services provider. The card holder name format used on our virtual cards is determined by our third-party payment partner as a fraud mitigation measure, and we recognize this created a significant and unforeseen consequence for your account with Wave. Your request to be unenrolled from virtual card payments was processed on August 19th. We also acknowledge that you did not receive confirmation of that change, and we have addressed that communication gap internally.

  Payment Resolution: The credits that were returned to our cards as a result of the closed transactions have been reissued to you via expedited check, with tracking information provided. It is our understanding those checks have been delivered.

  Payment Timeline: We want to clarify for the record that AvidXchange issues payments on behalf of your client only after invoices have been approved by them. We recognize this distinction was not clearly communicated and we regret any confusion that added to your frustration. We understand you are in a difficult position as an indirect user of our platform, and we are committed to ensuring your payment experience going forward is smooth and reliable. You will continue to receive payments by check as requested.

  If you have any remaining concerns, please do not hesitate to reach out to us directly at REMOVED

• Initial Complaint

  Date:06/23/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has fraudulent signed my company up for their service. Complete with an email from them that I signed up to create an account (which I did NOT). Plus these scammers also included that they are sending ME a credit card to use for their payment service. Which AGAIN, I did NOT sign up for.. These guys are running a financial scam!! I've called their support number and have been on hold for over half an hour. If I had ever thought about doing business with them in the future. I certainly will NOT now..

  Business Response

  Date: 06/26/2026

  Hi REMOVED, 

  We are sorry to hear you have experience confusion with our services and difficulties reaching our customer care team. We are always working to improve and appreciate your candid feedback. 

  Our escalation team was able to locate your case and confirm that REMOVEDLeadership spoke with you and explained that Louisiana Machinery uses AvidXchange to process their payments and that is why you received communication from us. REMOVEDconfirmed that they spoke with REMOVEDon your team who opted in to accepting credit card payments, which is why you received the card from us to use. We do not enroll anyone in credit card payments without permission. 

  Following your conversation with REMOVED, your account REMOVEDhas been put on check payments only and is now on our do not contact list. 

  All future payments from Louisiana Machinery will be in the form of checks and we will not reach out about credit card payments in the future. 

  Please reach out to REMOVEDwith 'BBB Complaint' in your subject line for additional assistance with this issue. 

• Initial Complaint

  Date:06/05/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB Complaint Against AvidXchange I am submitting this complaint regarding the unacceptable service and payment practices I have experienced with REMOVEDa supplier, receiving timely and accurate payments is critical to maintaining business operations. Unfortunately, AvidXchange has consistently made the payment process unnecessarily difficult and frustrating. Payments are frequently delayed, communication is poor, and obtaining answers or assistance often requires spending excessive amounts of time on hold.When attempting to resolve issues, customer service representatives have frequently been unhelpful, dismissive, and at times outright rude. Rather than working toward a solution, interactions often leave suppliers feeling ignored and powerless. The lack of urgency shown toward payment-related concerns is particularly troubling given the financial impact delayed payments can have on small businesses.AvidXchange presents itself as a solution designed to streamline accounts payable processes, yet my experience has been the exact opposite. The platform has created additional administrative burden, wasted valuable time, and delayed access to funds that were rightfully REMOVEDconcerns include:* Excessive hold times when contacting customer support.* Poor communication regarding payment status and issues.* Delayed supplier payments.* REMOVEDrepresentatives who are unprofessional and unhelpful.* Lack of accountability when problems arise.Businesses rely on predictable cash flow. Vendors should not have to spend hours chasing payments or navigating ineffective customer service channels simply to receive money they have already earned.I urge AvidXchange to review its supplier support processes, improve response times, and establish better accountability for payment delays. Until meaningful improvements are made, I cannot recommend AvidXchange to other suppliers.

  Business Response

  Date: 06/09/2026

  Mr. REMOVED,

  Thank you for taking the time to share your experience. We understand how critical timely payments are to running your business, and we sincerely apologize that your interactions with our team have been frustrating.
  We want to provide some clarity on how AvidXchange works within the payment process. AvidXchange is a payment automation platform that processes and disburses payments on behalf of our business clients. Payments to suppliers are released only after an invoice has been fully approved and payment has been submitted by the client we are not able to initiate or release a payment until that authorization is received. Based on our review of your account, the invoices in question were never submitted for payment by your client, which means they did not enter our payment process. In those cases, the appropriate next step is to follow up directly with your client regarding invoice approval. We recognize that being redirected in that way when you're waiting on money you've earned is frustrating, and we could have done more to make that clearer and less like a runaround.

  Regarding wait times: you're right, and we own that. Hold times have not been acceptable, and we apologize for the time you've spent trying to get answers. We are actively expanding our supplier support team and expect to see meaningful improvement soon.

  We want to make this right where we can. Please don't hesitate to contact us directly and we will do everything within our ability to assist you.

  Customer Answer

  Date: 06/09/2026

   
  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

  Date:05/13/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been part of the avid program for 3 years. In those years Ive always accelerated my invoices without problems and I have never been the type of person to be pestering anyone as long as my account and my money is working properly because after all is hard earned money not anything given by this company for free! 2 weeks ago My acceleration program stopped working all of the sudden and after so much back and forth I was given the run around that the client that I get payments from stopped the program in their end, but after talking to the client directly they advised they didnt so I then forwarded the conversation to my case manager pretty much calling her out on the excuse she gave me and (the 7th case manager Ive had in the past year or so) and she brushed me off yet again saying they were simply ineligible and picked by an algorithm and left it at that. Again, so much back and forth and poor communication is absurd. I can never get through over the phone and when I do after an hour or two being in hold, they refer me back to each other without any resolution or proper follow up. Its insane. Here I am without any explanation and with my acceleration program no working for no reason. Im beyond frustrated. Another recurrent issue is that their treasure team never seems to allocate the funds properly when the funds for the accelarated invoices kick in and they harass people over past due invoices to only realize its a mistake on their end not us as suppliers. I even had two invoices withdrawn because they were owed, but again after so much back and forth they refunded it to me because it was a mistake on their end not ours. Almost 2K almost gone over their mistake. I really wish the client I work for didnt have to use them. Ive never had so many issues like these before and we work for different companies with different invoice software handling all the time. Their customer service and system has deteriorated in the past year, no doubt!!

  Business Response

  Date: 05/15/2026

  Thank you for bringing your concerns to our attention. We understand how frustrating it can be when invoice acceleration eligibility changes unexpectedly, especially after participating in the program for an extended period of time.

  After reviewing this matter internally, we confirmed that there was confusion in the communication provided regarding invoice acceleration eligibility. We apologize for that experience and have addressed the situation internally to help ensure clearer communication moving forward.

  Invoice acceleration eligibility is determined through internal program criteria and system processes that can change over time. Because of this, eligible invoices may vary and not all approved invoices will qualify for acceleration at all times. Participation in the Payment Accelerator program is separate from your standard payment process and does not impact your existing direct deposit payment method.

  We also understand your concerns regarding support response times and previous reconciliation issues related to accelerated invoices. Our team is actively working to improve communication, follow-up, and payment support processes to provide a more consistent experience.

  Our escalation team has already been in direct contact with you regarding this matter and provided additional clarification on May 13, 2026. We appreciate your patience as we worked through the confusion and reviewed your concerns.

  The AvidXchange Team

  Customer Answer

  Date: 05/15/2026

   
  I am rejecting this response because:
  It doesnt not resolve the issue. It is the same response I received from the team after I clearly called out their incompetence and their lie they used to give me the run around about my concern. The team said the client had opted out of the program to which I sent them correspondence from the client which was sent to me explicitly saying they did not such thing and they even contacted their avid REMOVEDdirectly to which they are also still awaiting an explanation because they want to help their vendors as much as possible which is very much appreciative.. I then received a very vague response from a team member saying an algorithm is being used now and my invoices no longer qualify at this time. Period point blank.  No looking into it, not reasonable explanation. Not even bothered that I called out the lie she initially told me! Our Invoices  go well above the minimum of $500 to qualify. How are they not qualifying all of the sudden and no one can explain why??? The lack of empathy for suppliers baffles me. REMOVEDis terrible in all aspects. 

  Business Response

  Date: 05/19/2026

  Hi REMOVED, 

  I just spoke with Aldea on our customer escalation team, who confirmed that she spoke wit you around 12 today to talk through the issues you have experienced and explain what happened. She reported that she was able to answer all of your questions and set up parameters for your account manager to me notified if you have further questions. 

  - The AvidXchange Team 

  Customer Answer

  Date: 05/19/2026

   
  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 for now. The agent did call me and provided the answers I needed with my issue. 
  
  Thank you. 
  

• Initial Complaint

  Date:05/13/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REMOVEDsends me photos of mail to be delivered that day. I received a photo of first-class mail from AvidXchange, on May 8, but did not receive the envelope itself. I was unfamiliar with AvidXchange, so I looked them up. I found that they distribute payments, which led me to conclude there was a likelihood the envelope contained a check. I decided to wait a couple business days for REMOVEDto get the letter to me. Now, on May 13, I decided that there is a risk of mail theft and check fraud pertaining to the undelivered letter. In attempting to contact AvidXchange, I have found that they neither take calls nor attend to the chat feature on their website timely. As such, there is probable cause to conclude that AvidXchange's failure to diligently attend to these contact measures enables fraud and money laundering.

  Business Response

  Date: 05/19/2026

  Hi REMOVED, 

  We apologize for the initial confusion. We work with our customers vendors to make them aware of our payment structure but sometimes are unable to get in touch in time. We are also aware of delays in response time and actively working on improving that experience for our customers. 

  In regards to your check, once the payment process and check issuance are completed, the check is released to REMOVED. Standard issue checks are not sent with tracking as this requires an additional fee. 

  We were not able to identify your account with the information your provided. If you are in need of a reissued check (with or without tracking), please reach out to REMOVEDwith 'BBB Review' in your subject line. An escalation manager will help you get this resolved. 

  - The AvidXchange Team 

   

   

• Initial Complaint

  Date:02/26/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/25/26 Initial call from REMOVED, stating they are setting up an account for a client and would call back to pay an invoice through a virtual card. Immediate contact was made to the client after this call at which time they verified that they have no contact nor account with Avid Exchange to take or make payments on their behalf. 2/26/26 Second call from Avid Exhange trying to make a payment to account above. I notified caller that I confirmed with our client that he did not participate in AE and I would not be accepting payment. An aggressive response was given "So, you aren't taking a payment? I guess you wont get paid." It was rude and unnecessary. I told him to reach out to his client for further instructions.

  Business Response

  Date: 03/09/2026

  Thank you for bringing your concerns to our attention. We take feedback regarding interactions with our team seriously and appreciate the opportunity to review this matter.
  After investigating the situation, we confirmed that our team contacted you regarding a payment that our client, REMOVED, had authorized us to issue for services related to REMOVED. AvidXchange processes payments on behalf of our customers, and in this REMOVEDhad provided authorization for us to remit payment for the referenced invoice.

  Our records show that an initial enrollment call was made on February 25, 2026, during which the representative explained that AvidXchange processes payments for REMOVEDPartners and referenced the invoice associated with REMOVED. During that call, you confirmed that your business accepts REMOVEDpayments, and our team advised that a follow-up call would be made to provide the card details.

  Subsequent follow-up calls were made by our payment team as part of the normal payment process. After reviewing the available call recordings and notes from those interactions, we did not find any indication that the conversation occurred in the manner described in the complaint.

  We understand that there was confusion after you contacted the property directly and were told they were not affiliated with AvidXchange. To clarify, AvidXchange works with the management company, REMOVED, rather than with individual properties directly.

  To ensure there are no further unwanted contacts, we have removed your account from virtual card enrollment and placed it on a Do Not Contact status in our system.

  We appreciate you bringing this matter forward and apologize for any confusion caused by the payment outreach.

  The AvidXchange Team

• Initial Complaint

  Date:02/09/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When charging avidxchange virtual card. Their site says the funds have been approved but then the funds never enter my account. Then my software sees that their card payment has been approved but never posted or paid out. This has amounted to thousands of missing dollars. And no customer service representative answering after multiple calls spanning over an 75min on hold and counting while writing this

  Business Response

  Date: 02/16/2026

  Thank you for your review. Were sorry to hear about your frustration and appreciate the opportunity to work directly with you to clarify the status of your payments.

  As you know, our escalation manager, REMOVED, has been in contact with you and continues to work closely to reconcile the transactions in question. Based on our records, several of the payments originally believed to be missing have either been successfully delivered or were returned to your customer. In those specific cases, we attempted to process the payments but did not receive the virtual card details required to complete them. Per our standard process, if those details arent provided within 35 days, the funds are returned to the buyer.

  Weve also reviewed the reported $5,000 discrepancy and confirmed that this figure does not match our transaction history. REMOVEDis assisting you in comparing our payment data with your internal records to ensure everything aligns and no payments are missed.

  We understand how important clear and timely payment visibility is for your business, and we remain committed to supporting you through this process. If additional coordination with your customer is needed, were happy to help facilitate that as well.

  Thank you again for your patience as we work toward a resolution.

  The AvidXchange Team

• Initial Complaint

  Date:02/05/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have not received payment in 3 months now

  Business Response

  Date: 02/06/2026

  Thank you for bringing this to our attention. Weve reviewed the payment activity associated with this account to better understand the concern.

  Our records show that the most recent payment to this vendor was issued on January 14, 2026, in the form of a check from Main Street Real Estate Advisors (check #REMOVED). Prior to this, the last recorded payment was on November 11, 2025. We have verified that there are no additional approved payments pending at this time.

  To clarify, AvidXchange acts as a payment transmitter on behalf of our customers. Payments can only be issued once invoices are submitted, approved, and released by the customer through their internal processes. Once approval is received, checks are typically issued within two business days.

  Were happy to provide a copy of the most recent issued check upon request and remain available to assist with any further questions about payment status or delivery.

  The AvidXchange Team

• Initial Complaint

  Date:01/07/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to formally complain about a delayed payment submitted through AvidXchange.On 12/10/2025, I submitted an invoice. On 01/01/2026, I received confirmation that the invoice was approved and payment would be issued within 12 business days. As of 01/07/2026, no payment has been received.Your online portal shows the payment as processed and paid on 01/03/2026. I verified my bank records and no funds were received. When I contacted AvidXchange, I was informedwithout prior noticethat the payment was intercepted by your Acceleration Team. I was given a case number but no explanation or timeframe for REMOVEDa business owner, this delay directly impacts my ability to pay employees. No flags, alerts, or communications were issued advising of a delay. I am required to use AvidXchange due to my clients payment system and am also charged fees to receive funds, yet payments are routinely late.This is not an isolated issue. Past errors have resulted in overpayments later reversed with interest owed. This recurring pattern is disruptive and unacceptable.I request immediate clarification, confirmation of payment status, and a definitive release timeline.Sincerely,REMOVED

  Business Response

  Date: 01/14/2026

  Dear Mr. REMOVEDyou for reaching out and sharing your concerns. We understand how important timely payments are to your business, and were committed to ensuring clarity around your recent experience.

  You are currently enrolled in our Invoice Accelerator program, which allows for early payment of eligible invoices in exchange for a small fee. Based on our records

  - On December 18, 2025, you accelerated Invoice #REMOVEDin the amount of $5,264.40. This invoice was later voided by the buyer, which triggered a repurchase obligation per the terms of the Invoice Accelerator agreement. This amount is currently due back to AvidXchange.

  - On December 19, 2025, you accelerated Invoice #REMOVEDin the amount of $5,652.81. When the buyer issued payment for that invoice on January 3, 2026, those funds were applied toward the open balance from the earlier acceleration.
  

  There were no delays in releasing the payment it was processed and applied appropriately based on the status of your account and agreement. We understand that this process may not have been fully clear at the time, and we apologize for any confusion caused.

  Our collections team will be reaching out to you directly to ensure that all questions are answered and this matter is resolved. 

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AvidXchange claims that we received a duplicate payment. I have provided proof to them that they DID NOT double-pay us on anything. They decided to debit our account for two invoices that went 90 days old. The way their contract is set up, you, as the consumer or person who is being paid by them, is ultimately responsible for invoices that are not paid by the customer, once they reach 90 days.Firstly, no one reached out to even let me know that this was coming due. When they did reach out, it was via phone, and I thought it was a scam (well, it kind of is), so I hung up on them. I then received an email telling me how we are responsible for paying money back to them because of those invoices going 90 days due. Those two invoices should have been canceled in their system by their customer. The invoices were entered incorrectly. I provided them proof of no duplicate payments. The person I was dealing with, instead of replying to me, forwarded my email back to me with the file I sent to them. They withdrew money from our bank account. I did not authorize, them to debit our account. I was still disputing this. I sent the person another email, asked to speak with a supervisor, no one has reached out. They unethically stole money from us. Evidently, following up, talking this out properly, is not an option now that they have their "money". We are never going to do business with this company again. Neither is our customer the one that these invoices were for. They are also predatory. They called saying, we haven't registered to get payment from them, and if we want to get paid, we HAD TO sign up to get payments from them, because our customer decided to use them. So, they made me set up the account right at that moment. Come to find out, that was not true at all, and I could have elected not to get payment via AvidXchange. I did not sign up with AvidXchange initially because I did not want to deal with them.

  Business Response

  Date: 10/14/2025

  Thank you for taking the time to share your experience. We understand how frustrating this situation has been, and were truly sorry for any confusion or disruption it may have caused.

  It appears there may have been a misunderstanding around two invoices that aged past 90 days. In these cases, as outlined in the Payment Accelerator agreement, the supplier may be required to repay the balance. We also understand that you provided documentation and were still actively discussing the matter when the debit occurred.

  To help resolve this, weve already initiated a return of the debited funds, which you should see reflected in your account within 12 business days. Additionally, a senior member of our customer care team will be reaching out directly to ensure your concerns are fully addressed and next steps are clearly outlined.

  At AvidXchange, were committed to transparency and doing whats rightand that includes listening and learning when we fall short.

  Thank you again for bringing this to our attention. We appreciate the opportunity to make this right.