HeardReviews of joinheard.com

Response from Heard· Feb 24, 2025

So sorry to hear about the trouble you're having importing payroll reports into Heard. This is always a challenging topic since each payroll processor has different steps that are needed to obtain the requirement documentation, and it's not always clear where to find this documentation. Given how difficult this can be with some payroll processors, we've been working on improving resources for showing therapists what's needed and providing tailored guidance for each specific payroll processor whenever possible. It sounds like your payroll processor may not be included or there was some other challenge with obtaining the required reports. If you reach out to [email protected] directly then our team will be able to assist.

Response from Heard· Jan 3, 2025

Thank you for the feedback, Isabella. We're unable to find anyone in our system under that name but if you're using a different name, then we'd love to follow up as promised. Please send us an email to [email protected] and our team will see that your concerns are addressed.

Response from Heard· Oct 4, 2024

We're sorry to hear you were disappointed by our decision to disqualify you from 2023 tax services. We don't take actions like this lightly because we understand the impact on therapists who trust us with their business. We know that disqualification from tax services means that a busy therapist now needs to scramble to find someone else to help them all while they balance the needs of their clients and their practice. It's something we consider only as a last resort. In this case, we were blocked from completing your bookkeeping because you hadn't supplied us all of the required information we had requested. As we didn't have the information we needed to complete your books, you were disqualified from tax services and we proactively refunded you the fees you paid for tax preparation. We communicate our deadlines in advance and we send repeated reminders right up until those deadlines because we never want to see any therapist left behind. We only go to this extreme when it's no longer possible for us to provide service as a result of actions outside Heard's control.

Response from Heard· Sep 12, 2024

We're sorry to hear your requirements are different from what we offer today. You're correct in that we don't currently provide 1:1 phone support and it's not something we advertise as a feature of our service as it's critical that we're transparent with our clients about how they will receive help from Heard. During each consultation conversation with a prospective client, we make it clear we provide support via Heard's messaging portal as we don't want anyone being surprised and regretting their decision to join Heard. We appreciate you sharing your experience for that reason as it helps therapists considering Heard understand better what services they will and won't receive. We don't want anyone being surprised when they join Heard. Many therapists don't have access to a professional who can provide bookkeeping, quarterly tax estimates, annual tax filing, and general support at a competitive price, and it's those therapists we're trying to help by making our services accessible for a relatively low, flat fee. One way we achieve that is by providing support via messaging rather than via a live call. As far as a refund is concerned, please reach out to [email protected] to discuss if you believe there are extenuating circumstances that merit a refund. Our staff can review your conversation with our Sales team and evaluate your request.

Response from Heard· May 28, 2024

We're sorry to hear that your experience hasn't been what you hoped it would be when you joined Heard. We'd welcome constructive feedback about any interactions you've had with us that you felt weren't productive. We weren't able to locate any conversations with you under the given name, so please do reach out via [email protected] using the email address associated with your Heard subscription and we'd be discuss your concerns with you.

Response from Heard· Jun 18, 2024

We're sorry to hear you were unhappy with your experience. The individuals who jumped in to help you out were doing so because the first individual was on vacation. We wanted to ensure you continued to receive help while they were away from the office given that you had reservations about the draft tax return and had expressed frustration previously about delays. We're sorry this contributed to your unhappiness. We believe we've addressed your concerns in full, but if you still have concerns that you feel weren't addressed, we'd welcome the chance to continue working with you to remedy any remaining problems. Please just reach back out to Heard so we can assist.

Response from Heard· May 17, 2024

We're sorry to hear you didn't receive our responses when you reached out about this, Vanessa. At that time, we shared copies of the messages we sent and the dates they were sent and were committed to working with you to investigate why you didn't receive them, but when you opted to instead move forward with canceling, we were understanding and we honored your request. We're also sorry the cancelation itself was a source of frustration for you and we'll take a look at our cancellation process to see if there are ways we can make this process smoother for future clients as we do want to ensure that clients who choose to leave Heard have a smooth transition away. We appreciate the feedback.

Response from Heard· Apr 22, 2024

Thanks for the feedback, Luke. When you alerted us to the trouble you had with your assigned tax preparer, we worked closely with Taxfyle to try and address your concerns and ensure you had the tax experience we expect for our clients. We're sorry the experience still wasn't up to the standard either you or we expect, and we've taken steps to ensure the tax preparer you worked with this year will not work with our clients going forward.