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Crunch Reviews

4.1 Rating 291 Reviews

86 %

of reviewers recommend Crunch

Company Reviews

4.1

Based on 291 reviews


Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Over A Week

About Crunch:

Crunch takes the stress out of accounting by reducing both cost and time. We provide simple online accounting for contractors, freelancers, sole traders, limited companies, and small businesses.

With over 10,500 clients, we offer a range of fixed-fee packages and bespoke solutions so you can design a service to suit you. We help with accounting, tax reporting, Self Assessments, payroll, expenses, bookkeeping, and much more.

We’re not just another software provider - we offer unlimited support and advice through our client management team and chartered certified accountants.

Visit Website

Phone:

033 3311 8000

Email:

reviews@crunch.co.uk

Location:

The Knoll Business Centre, Unit W8A, 325 Old Shoreham Rd,
Hove
East Sussex
BN3 7GS

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Crunch 5 star review on 28th June 2016

Anonymous

Anonymous // 01/01/2019

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“They lied to me about "self assesment up to 31st jan of 2024". I payed, and after you pay they say that will take up to 6 weeks, and that you accept a contract in small letters, but their advertise says that for 160 pounds + VAT they will finish your self assessment up to 31st of Jan 2024”

Firstly, we want to clarify that we categorically dispute the claims made. Our commitment to client satisfaction is paramount, and we understand the stress associated with last-minute Self Assessment filings. To mitigate this, we actively promote and advertise our Self Assessment services for a period of 9 months before the deadline, aiming to help our clients avoid leaving it too late and be subject to fines or penalties. Additionally, our 6-week Service Level Agreement (SLA) is explicitly outlined in our Terms of Service, presented before any payment is processed. By agreeing to these terms, our clients are informed in advance about the expected timeline for service delivery. While we strive to expedite all filings, it is essential to note that we maintained transparent and open communication with this client. We regret seeing this negative review, especially considering our efforts to keep them informed at every step of the way. Despite the challenges, we successfully completed the Self Assessment in under 5 working days, filing it promptly with HMRC to ensure the deadline was not missed. We take pride in not only meeting but exceeding expectations. Moreover, we ensured that this client was tax-efficient, resulting in no tax liability.

“They only care about how much they can get out of you If you are after accountant that care about your account and setting you up for success, this isn't it Crunch's services are abysmal but if you just need the bare minimum it is somewhat decent Don't expect your loyalty to be rewarded if you ever need extra support, but expect costs to increase yearly and their service to never improve (some issues raised 5 years ago still happening, they dont support some major business banks, the user experience is awful and you almost always need to involve support to naviage their awful interface...)”

Hi Zackaria, Thank you for your feedback. We aim to provide the best level of service to our clients so naturally, this feedback is concerning for us. I’d be very grateful if you could spare a little time to take me through your experience and what’s gone wrong so I can try and resolve the issues raised. Please drop me an email to reviews@crunch.co.uk. Thanks, Luke - Client Experience Specialist

“Very disappointing experience. I chose Crunch because I thought I would use technology with simple integration into my bank account. Instead, I am forced to fill in a spreadsheet by hand with zero help from anyone at Crunch. Staff unwilling to help and even rude.”

Hi Tiago, Thank you for your feedback, We aim to provide the very best level of service so naturally, this feedback is concerning for us. I'd be very grateful if you could take us through your experience and what's gone wrong so that I can try and resolve the issues raised. One of our senior team members will give you a call this afternoon. If you're unable to take their call don't worry, just drop me an email at reviews@crunch.co.uk with the best time for me to call you. All the best, Jen - Client Experience Manager

Hi Tiago, Further to my previous response, I understand you've now spoken with Emily and that we now have all the information we need to get started with your accounts. Emily will keep in touch throughout the process to make sure you're in the loop every step of the way. All the best, Jen - Client Experience Manager

“Dreadful, appalling, just a very poor service to have to deal with. For example: I bought the personal tax return service today. Having paid I sent an email to confirm it would be ready by 31st January, the reply was the service had a 12 week SLA, and I needed to pay an extra premium........they didnt say that on the sales page or in the T&Cs. I am trying to close my business down, they are making it impossible with their slow service, and inability to communicate. Flip a coin to see if they reply to your email, or if one member of staff contradicts another. Flip another to guess if they have put doing your accounts on hold again. As their service is paid for monthly, it explains why they are doing my accounts so painfully slowly, their poor communication approach is very profitable for them. I could fill this review ten times over with examples of poor service.”

Hi Steve, Thank you for your feedback, although I'm very sorry that you're unhappy with the service you've received from Crunch. We aim to provide the very best level of service so naturally, this feedback is concerning for us. The manager of your service team will be in touch tomorrow morning, we'd be very grateful if you could spare a little time to take them through your experience and what's gone wrong so we can resolve the issues raised. All the best, Jen - Client Experience Manager

“Dreadful! I cannot put into words how awful the Service at Crunch has become; I am an existing Customer who can't wait to leave them. They overcharge you for a service that they don't provide. They never return calls, the staff have become so incompetent, and lazy don't waste your money, If I can offer any advice get a face-to-face accountant who cares and sage software.”

Hi Madeline, Thank you for your feedback. We aim to provide the very best level of service to our clients, so this feedback is very concerning. We'd be very grateful if you could take us through the issues you've experienced so that we can try to resolve this as soon as possible. A senior member of the team will be in touch this morning, if you can't take our call we'll drop you an email to arrange the best time to speak. All the best, Jen - Client Experience Manager

“Crunch used to be such a good company. I've watched the service levels degrade and the email reply times increase slowly but steadily over the last 6 years. If you actually need them to do anything, or put in any sort of request let alone a complaint, do not expect a reply or it to be resolved in any sort of timely or satisfactory manner. They are trading off their good past reputation but it's absolutely pot luck now. Expect to be fobbed off and ignored for weeks for things or told to sort them yourself when you ask for help. They are definitely no longer worth the high fees. Absolutely abysmal at dealing with complaints too. I am considering contacting the ombudsmen about mine as they refuse to help or reply and took almost a year to close my company despite me asking them to and chasing constantly. 'A few days' means months, a month means several - if you're lucky. Better off using a once a year accountant at a fraction the price. I am so sad to see what was once an excellent company now reduced to being one of the most awful experiences I have ever had as a customer. Avoid.”

Hi there, Thank you for your feedback. We aim to provide the best level of service to our customers so naturally, this feedback is concerning for us. I’d be very grateful if you could spare a little time to take us through your experience and what’s gone wrong so I can try and resolve the issues raised. We'll give you a call as soon as possible when we re-open on Monday. If you’re unable to take our call don’t worry just drop us an email to reviews@crunch.co.uk with a suitable time for me to call you. All the best, Liz- Team Manager

“Dreadful organisation who overcharge. Poor internal communication and lack of assistance. Good luck getting them to close your business down - they will stall and drag things out as long as possible in order to keep charging you £90 a month.”

Hi Mike, Thank you for your feedback. We aim to provide the very best level of service so naturally, this feedback is concerning to us. I'm really grateful that you were able to spend a little time on the phone with your senior client manager this afternoon to take him through your experience. We're working on the information you provided and will be in touch soon with a further update. All the best, Jen - Client Experience Manager

“Horrible staff - Unorganised service - Unhelpful - Hidden fees everywhere. Do not recommend.”

Hi James, Thank you for your feedback. We aim to provide the best level of service to our clients so naturally, this feedback is concerning for us. I’d be very grateful if you could spare a little time to take us through your experience and what’s gone wrong so we can try and resolve the issues raised. A senior member of the team will give you a call today. If you're unable to take the call don't worry, just drop me an email to reviews@crunch.co.uk with a suitable time for us to get in touch. All the best, Jen - Client Experience Manager

“The worst company answering emails and sorting problems I ever experienced. Still waiting for an answer. I will not recommend at all this company if you are expecting to sort something quick. The waiting is endless. Very bad service.”

Hi Maria, Thank you for your feedback, I'm sorry to hear that you were disappointed in your experience of Crunch. We strive to answer all queries as quickly as possible and the accountancy service we provided to you was completed well within our published timeframes. If you have any questions please don't hesitate to contact us directly. All the best, Jen - Client Experience Manager

“Just had to pay £75 +v to back date/amend my personal payroll run for 2019/2020. Would have thought for approx £90 per month I am paying for Crunch services, Crunch would have initially informed me/guided me through setting up my payroll run, recommended salary to ensure I get state pension entitlements in the 1st instance as part for the service. Im looking elsewhere for 2020/21 as poor service from Crunch!”

Hi there, Thank you for your feedback. We aim to provide the best level of service to our clients so naturally, this feedback is concerning for us. I'd be very grateful if you could spare a little time to discuss this further so I can try and resolve the issue you raised. I'll give you a call this morning. If you're unable to take my call don't worry, just drop me an email to reviews@crunch.co.uk with a suitable time for me to call you. All the best, Sian - Team Manager

Updated response: I'd like to take this opportunity to thank Lee for taking the time to speak to me about his concerns. We believe that feedback is a two-way communication stream and that it's important to address any and all feedback we receive, as we value the relationship we have with our clients. I'm really pleased that we've been able to resolve Lee's concerns and we look forward to supporting him with his accounting needs for the future. All the best, Sian - Team Manager

“I have had multiple issues with Crunch, avoid them if you can: - They refuse to put my company into dormancy. They are using a single unconsolidated transaction as an excuse to keep charging me the full-service subscription. - Very slow support and service, absolutely no guidance on how to run your company. - Anything other than the most basic service has to be paid extra, even really simple things.”

Hi there, Thank you for your feedback. We aim to provide the best level of service to our customers so naturally, this feedback is concerning for us. I’d be very grateful if you could spare a little time to take us through your experience and what’s gone wrong so I can try and resolve the issues raised. Unfortunately, I'm not able to locate your details based on the information provided. I'd be really grateful if you could drop us an email to reviews@crunch.co.uk with your company name and we'll be in touch as soon as possible. All the best, Jen - Client Experience Manager

“The systems crunch have in place make the accounting side of things fairly straightforward and intuitive. The team is pretty patient with people like myself, who are horribly bad at dealing with accounts, and they are always polite and helpful (thanks for remaining calm with me). A couple of small gripes would be that the turnaround times on additional services - especially if being paid separately for - need to be a little quicker. I'd probably also prefer an allocated accountant, even if it is just for the issue I'm dealing with, rather than someone new picking this up each time. I understand though that you are dealing with a large number of enquiries. If you are looking for a solution where you have degree of flexibility then this could certainly fit the bill.”

“Joined crunch on 17th of December right after I incorporated my startup. Everything was smooth until I signed the contract and had an initial chat, and that's it. I never heard back from them again other than receiving a bunch of irrelevant email newsletters. Never put your trust on them unless you know what needs to be done with tax filings and stuff. They charged me 200 pounds and promised a refund as I was not happy (as if they haven't promised anything else before) 😁 and it's been a month. There are better and cheaper alternatives available, do some research before you sign up and don't fall in for their funky website.”

Hi Adarsh, I'm really sorry to hear that you're unhappy, one of the team will be in touch with you today to follow up on your concerns. All the best, Jen - Client Experience Manager

“Joined 25th November and made payment. Realised by the next day that I probably didn't need the service. Called and cancelled within 24 hours. Got an email to ask me to put this in writing - I did this within an hour. Got a quick reply (8 minutes!) saying I would have a full refund within 5 working days. No refund still now in mind-January. I have sent repeated emails very clearly describing the problem. I replied to the same email trail, so I know for a fact they have my messages. I also got the automated responses to acknowledge my messages. Make your own mind up if based upon the above you would trust Crunch.”

Hi Simon, I'm really sorry to hear about this, this certainly doesn't describe the service we pride ourselves on. We're looking into what's happened here and someone will be in touch to resolve this today as a matter of priority. All the best, Jen - Client Experience Manager

“It started off really well a few years ago with a super great account manager but since then I have been passed from one person to another, providing conflicting advice continuously. Recently I checked with client services if I could withdraw a certain amount of monies and they confirmed I could only to then be told I needed to pay monies for my corporation tax for over £4000 personally. Never received those monies back after the endless amounts of calls and emails. My advice, go to professionals not Crunch were they do not have competent staff nor software.”

Hi Bolly, When you raised this concern with us it was escalated to our deputy head of accounting who dealt with this in accordance with our complaints procedure. She has confirmed that no incorrect or conflicting advice was provided and no monies are owed to you from Crunch. All the best, Jen - Client Experience Manager

“Their system is great and really the only reason I have stayed with them for the time I have, but the customer service experience is not good. Slow response times from the customer services team are frustrating and when asked for advice they don't offer any. They seem to have a set list of copy/paste information they offer rather than actually engaging with your particular issue or question.”

Hi there, I'm really sorry to hear that you're disappointed with the time and content of the responses you've been getting. We'll be looking into this today as a matter of priority, and a senior member of the team will be in touch. All the best, Jen - Client Experience Manager

“Accounting made easy I find the system very easy to use once you have it explained by the Crunch team, and if you have any questions they are happy to assist. Crunch offers honest accountant service, at an affordable cost which after all is tax deductible so nearly at an expense to you or the business Jacob”

Hi Jacob, Thank you so much for leaving this review, we're really glad to hear that you're so happy with our service! All the best, Jen - Client Experience Manager

“Crunch has been absolutely fantastic and I am very pleased with their service . Special thanks to Sinnan, who always answers every query patiently and provides wonderful support . Thank you very much”

Hi Joe, This is great to hear, thank you so much for taking the time to provide this review! Really glad to hear you're getting the support you need. Thanks, Jen - Client Experience Manager

“Sínann Lambert, she is brilliant. Its been a while since i had spoke with someone with so much charisma, expertise, efficiency and speed! Employees like her make the brand!”

Hi Cristian, Thank you so much for taking the time to leave this lovely feedback! We really appreciate it, and have passed this onto Sinann and the team. Thanks again, Jen - Client Experience Manager

“Simone really helped me solve a tricky expense / bank reconciliation problem - was very patient, took the time and delivered a great result - good job and thank you!”

Hi Yusuf, Thank you very much for taking the time to leave us this positive review! We're really glad Simone was able to help you solve your problem, and have passed on this great feedback. All the best, Jen - Client Experience Manager

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Crunch is rated 4.1 based on 291 reviews