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Poor customer service, outrageous pricing, horrible AP, powerful product
May 09, 2023

Poor customer service, outrageous pricing, horrible AP, powerful product

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Sage Intacct

We use Intacct in as a multi-entity accounting package for all GL, AP, AR, and financial reporting purposes.
  • Powerful, sophisticated reporting capabilities
  • Integrates with numerous softwares
  • Accounts payable may be the worst for any accounting package I've ever used
  • General ledger
  • Reporting is powerful, but difficult
  • In my experience, customer service is essentially non-existent
  • In my opinion, pricing is unreasonable; we had a 45% increase year-over-year for same services
  • Problem and bug resolution time is unreasonable; often takes months to resolve issues.
  • In my opinion, training and support are very poor; the subscription and exhorbitant fees does not provide any worthwhile software support.
  • Negative ROI; cost is over 100x our previous software with negligible benefits
I have not experienced any automation beyond what any basic accounting package would provide.
We have just implemented multi-entity accounting in Intacct and it has not been a positive experience. Hopefully we can find a third party professional company to assist us with this because Intacct is has provided no worthwhile support.
In my opinion, configuration is nearly impossible without a team of Intacct experienced professionals.

Do you think Sage Intacct delivers good value for the price?

No

Are you happy with Sage Intacct's feature set?

No

Did Sage Intacct live up to sales and marketing promises?

No

Did implementation of Sage Intacct go as expected?

No

Would you buy Sage Intacct again?

No

Software updates have been implemented that caused reduced functionality resulting in 10's of thousands of dollars to correct issues. The knowledge of the customer representatives is equivalent to that of a sales person, they have never offered any resolution beyond providing a quote for them to look at any problems we may have. For the price they charge, I expect some support, they have provided none.

Sage Intacct Feature Ratings

3.0
Accounts payable
1
Accounts receivable
2
Cash management
5
Bank reconciliation
3
Expense management
Not Rated
Time tracking
Not Rated
Fixed asset management
Not Rated
Multi-currency support
Not Rated
Multi-division support
5
Regulations compliance
Not Rated
Electronic tax filing
Not Rated
Self-service portal
2
Global Financial Support
Not Rated
Intercompany Accounting
2
Journals and Reconciliations
2
Enterprise Accounting
2
Configurable Accounting
6
Centralized Rules Framework
Not Rated
Standardized Processes
3
3.0
Inventory tracking
3
Location management
Not Rated
Not Rated
Pricing
Not Rated
Order entry
Not Rated
Credit card processing
Not Rated
End-to-end order visibility
Not Rated
Not Rated
Reimbursement management
Not Rated
3.0
Dashboards
Not Rated
Standard reports
3
Custom reports
3
5.5
API for custom integration
5
Plug-ins
6
9.0
Role-based user permissions
9
Single sign-on capability
Not Rated

Using Sage Intacct

40 - C-level, accounting, AP, operations.
2 - 2 CPAs with minimal Intacct experience
  • GL
  • AP
  • Financial reporting
We would love to change, but currently have no choice, and the cost to change would be very high. They know that their customers are somewhat held hostage by the cost to change and therefore, take advantage of them.

Evaluating Sage Intacct and Competitors

Yes - We replaced Successware 21 with Sage Intacct. Our organization outgrew our previous software. Latency issues were crippling our operations.
  • Integration with Other Systems
Our other primary software only worked with QuickBooks and Intacct for accounting. Quickbooks did not provide the security and access we required, so we had no choice but to use Intacct.
Choose another primary operational software that works with other accounting packages other than Intacct.

Sage Intacct Support

ProsCons
Good followup
Problems get solved
Kept well informed
Quick Initial Response
Slow Resolution
Less knowledgeable
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
No, our experience with their support has been so poor that we have no confidence and cannot justify paying more when they don't seem to care at all about their customers beyond collecting fees.
Yes - Some have been resolved, some not, never in a timely fashion. Most all of our issues have taken months to resolve.
Whenever I have asked for a quote on additional products, they have responded within minutes. Any problem that does not generate additional fees for Intacct is of extremely low priority.
They are good about sending status updates on open support cases, when you get the same communication saying there is no change in the status for weeks or months, that is of little benefit. For an accounting package, you'd think they'd resolve any "accounting" bug expeditiously, however, when something as basic as GL reporting is not correct, they don't seem to care that their product is essentially worthless when it cannot be relied upon to report accurately (e.g. GL detail does not match trail balance).

Using Sage Intacct

ProsCons
Well integrated
Consistent
Do not like to use
Unnecessarily complex
Difficult to use
Requires technical support
Slow to learn
Cumbersome
Feel nervous using
Lots to learn
  • Creating chart of accounts
  • Designing dimensional reporting