Complaints

This profile includes complaints for Intuit Canada ULC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Intuit Canada ULC

  7008 Roper Rd Edmonton, AB T6B 3H2

• 

  Intuit Canada ULC

  Office of the President 2800 E. Commerce Center Place Tucson, AZ 85706

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:05/06/2025

  Type:Customer Service 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.

  One of my Intuit tax accounts has been hacked. On May 27th my account was hacked without the hacker having my password, nor did I share the 6-digit code that was randomly texted to me with anyone to use to access my account. The hacker also changed all my info (except my username, which is my email address used here) so that I cannot reclaim my info myself. I have not received a response from anyone regarding reclaiming my account. Not only does this hacker now have my SIN#, which can be used for identity theft/fraud, but they have had it for more than 6 days now, and no one from Intuit's security team will respond to assist me in reclaiming my account with previous returns. I called as soon as they opened the next day and **************** differed me to the security email address. I have emailed 3 times now over the past 6.5 days and I have yet to receive a reply. Their negligence has allowed the hacker continued access to my personal and private information and it's probably been sold 1000x by now. The failure to assist/reply/acknowledge such a sensitive breach to my privacy/information is mind-blowingly negligent.

  Customer Answer

  Date: 04/06/2025

  The information below is what I can find, although they make the information very hard to find and most of it came from my call with the OPCC.

  Intuit Canada

  *****************

  ************************ 5S2

  ************** (this is their customer service line - they don't have any listed phone numbers for Security/Privacy Officer/Account Recovery, etc.)

  Fax number provided by **** to contact privacy comissioner: **************

  additional email address provided by OPCC is ******************************************** however it is currently not active (pdf with email rejection attached)

  *to note: yesterday I was able to get a hold of customer service via social media, and I felt like I was essentially treated like the hacker.  They provided information to me that didn't match what I was previously advised, indicating that they had received my concern but weren't going to communicate with me directly.  I can still see my UserID: **************************** tied to false information on the log in screen.

  Customer Answer

  Date: 04/06/2025

  Hi,

  I don't know if I am misunderstanding how my complaint is being filed, but I don't feel that a security leak of critical information, and then refusal to both protect my private information, and return access to said personal information is a simple customer service complaint.  If there is an option for a label of fraud or breach of information, I feel that is more suitable.  My life has been upturned for the past week, I have had to take time off work to file police reports, CAFA report,  wait on hold for HOURS to sign up for multiple fraud alerts, go in to my bank to validate my identity, and much more.  A customer service complaint (while their refusal to cooperate is also frustrating) feels very invalidating to this experience.

  Thank you for your consideration.

  Business Response

  Date: 09/06/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We worked with Ms. Tuchlinsky and addressed her concerns. We consider this matter closed.

  Respectfully, 
  
  *****
  Case Manager | Office of the President

  Customer Answer

  Date: 10/06/2025

  Hi,

  Please leave this case open temporarily.  My *** account is either locked by the *** for review without prior communication, or has been compromised/hacked, which would leave this complaint unresolved.

  I did send a reply to *****, but received a "no open case" bounceback, so I'm not sure if she'll get it.

  Thank you.

• Initial Complaint

  Date:13/05/2025

  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.

  April 22/25 **** ****** When I began to complete the income tax return online upon their request I gave a list such as T slips, rental income,employment expense , donations, and the screen said $60 plus HST = ***** I agreed to proceed and completed the tax return When it was ready for filing they said pay $150 plus HST so I called them I questioned the new price and a gentleman named ***** ***** instructed me to go ahead and file the return paying ****** and the very next day the company would issue a credit to my **** for ****** so a net of ***** Th new price included self employment income but I had no self employment income I filed the return paying the ****** To date no credit has been received I called the company and the unknown gentleman said no refund will be issued and would not give me access to the gentleman named above I have been wrongfully cheated out of ****** Please call with any further questions Thank you

  Business Response

  Date: 20/05/2025

  To whom it may concern,

  We would like to extend our gratitude for providing us with the opportunity to address the concerns raised by Mr. *** *********. We have assigned a senior expert to assist Mr. ********* in resolving the issues pertaining to his TurboTax billing. The senior expert has successfully processed a refund for Mr. *********************** sincerely,
  
  Office of the President - Intuit

• Initial Complaint

  Date:08/05/2025

  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.

  I have been filling income taxes with Turbo Tax for years with no issues, but this year I have had a significant problem.TurboTax has two paying options $59.00 or $69.00 I have always paid $59.00, but this year Turbo Tax refused to complete my return for this amount, forcing me to pay $69.00 I authorized this amount paying with my bank debit card. Turbo Tax deducted $278.00 stating that $209 was for tax advice services. I never used or requested the service. I have contacted Turbo Tax eight times, and get the message that they are not able to give ********** Bank also tried to get this amount refunded to my account, but was not successful. I am hoping that the BBB business can't this refund for me.

  Business Response

  Date: 16/05/2025

  To whom it may concern,

  Our office has contacted Ms. ***** and worked with them to address their concerns.
  If they should need further assistance, please visit us at *********************************************.

  Sincerely,

  Intuit's Office of the President 

• Initial Complaint

  Date:15/04/2025

  Type:Product 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.

  TurboTax overcharged me $69.00 for an upgrade ( MAX) I never purchased. I only purchased the Deluxe. When I called customer service , I explained to agent that Ive never used upgrade MAX with TurboTax and I didnt understand how I was charged the $$69.00 when I didnt even purchase it. I was told to go on line and filled out refund form and that they were going to email me back. I got the email and it said that refund was not possible because I already paid for it. I DID NOT purchase an upgrade! I need to be refunded immediately. This company is overcharging people without their consent. Your help with this would be greatly appreciated.

  Business Response

  Date: 25/04/2025

  To whom it may concern,
  
  Thank you for the opportunity to address this issue with Ms ****** request for a refund. Ms ****** expert reviewed her account and order history and decided to approve her request for a partial refund.
  
  If you have any future questions or concerns, visit ********************************************. We have resources, frequently asked questions, and experts standing by to help.
  
  Thank you,
  Intuit
  
  

  Customer Answer

  Date: 02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:15/04/2025

  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.

  4/14/2025 I've cancelled this account with ******************** at least four times over the past 12 months, but every two months they charge me this amount. Last fall they refunded it, the in Feb I was charged again, and the bank issued a new debit card since this is fraud. Somehow they found my new card number although I have now accounts with them, and the charge has reappeared. This seems to be a scam on their part since trying to contact them takes hours, time worth far more that $35.00

  Business Response

  Date: 15/04/2025

  Hi Mr. ************************ appreciate you reaching out to Intuit through the Better Business Bureau (BBB). However, the BBB is not a support channel for Intuit. It sounds like you may be experiencing some issues with one of our products, and we want to help.  
  
  Intuit has a team of experts who are well-prepared to help resolve any issues you might be facing. Please follow one of the two steps below, depending on your situation:
  
  1.) If you have not yet contacted Intuit Support, please start there by visiting *********************************************.
  
  2.) If youve already worked with Intuit Support, have not reached a resolution, and have a case number, just reply to this BBB thread with your case number and we'll look into it further for you.
  
  Thank you for being an Intuit customer.
  
  ********************
  
  

• Initial Complaint

  Date:09/04/2025

  Type:Sales and Advertising 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 paid for TurboTax/Intuit to complete and submit my 2021 tax return at the end of January 2025.- I received a receipt confirming that they submitted the return (I have a copy of the receipt). I checked with *** in February and then in March. - The *** indicated that they had not received it. - I sent a copy of the receipts and a copy of the tax return to ***. They have not accepted the draft copy of the tax return. - I then called Intuit/TurboTax. They said they have no record of my 2021 tax return and would not help me. I even sent them the copies of receipts indicating that I paid for their services and that they had submitted the return to ***. - They would not accept my copies of the receipts and tax return. (I have email correspondence.) - I asked for a solution, but I was told it was not their problem. - I asked for someone to call me to follow up, but no one has called me. That was in early March, and no one has contacted me. - I checked my *** account again, but the tax return has not been received. I would like TurboTax to find my 2021 return that they completed and indicated that they submitted. I would like to get this resolved and make sure that I get the services and promises that I paid for.

  Business Response

  Date: 18/04/2025

  To whom it may concern,
  
  We do not have record of ***** ******* using TurboTax to file her 2021 taxes. She can use the TurboTax Desktop download to print and mail her return, or she will need to work with the *** and a local tax preparation professional. For more information on filing a prior year return, please see the below article.
  
  "Where can I access TurboTax Online for prior tax years?"
  ************************************************************************************************************************************************************************************************************************
  
  
  Respectfully,
  ******* *. - she/her
  Case *************** of the President
  E: *********************************************************************
  Intuit  |  TurboTax, Credit Karma, QuickBooks, Mailchimp 

  Customer Answer

  Date: 21/04/2025

   
  Complaint: 23179140
  
  I am rejecting this response because: I have already sent proof that Turbo Tax has proof of my file with them and they first acknowledged that they did but now are denying that they have it. I have sent many documents and many emails and my complaint and recommended options have been ignored. I have even sent BBB a copy of the small claims court application which I will follow up unless they resolve my complaint. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 22/04/2025

  To whom it may concern,
  
  We received the additional information forwarded on ***** ********* behalf. Thank you for the opportunity to respond. 
  
  We have no record of Ms. ******* using TurboTax to file their 2021 taxes. Nothing she has provided confirmed otherwise, and she will need to either use our Desktop software to paper file her return, or work with a local tax preparer for assistance.
  
  The article below clearly outlines that TurboTax Online, and electronic filing services is closed for the 2021 tax year. 
  
  "Where can I access TurboTax Online for prior tax years?"
  ************************************************************************************************************************************************************************************************************************
  
  Respectfully,
  Intuit's Office of the President

• Initial Complaint

  Date:08/04/2025

  Type:Product 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.

  On March 4th, 2025, I purchased TurboTax Basic 2019 for $22.59 CAD. Unfortunately, I couldnt use it on my Mac as its compatible only with Windows. I contacted customer support for a refund on March 5th (case number: **********) and again on March 14th (case number: **********) but havent received any response. I have screenshots to support my claims.

  Business Response

  Date: 08/04/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We worked with Mr. ****** and processed the TurboTax refund for him. He should see the refund within 5-7 business days. 

  If he needs any additional help he can contact us at ********************************************************

   

  Respectfully, 

  *****

  Case Manager | Office of the President

  Customer Answer

  Date: 12/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:31/03/2025

  Type:Customer Service 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.

  March ***, I signed up to have my taxes done, and some how their system messed and I was asked to start all over and ask for a refund, which I did for the first one and was given a refund for ****** and because I was told to start over again and pay again I did, then to have it mess up all over again.. I paid for full service, but the guy who appeared on the screen just used the filled in the parts that the previous agent entered and failed to add my partners t4 and to add the disability tax credit on mine and then had me click things for him, and was guided to hit e-file for myself and my partners taxes.. taxes weren't done correctly, I had to pay someone to fix them after all this! And wait till March **** to refile as I called the cra to confirm it wasn't filed correctly. I requested a refund immediately! And then I was told from how many different agents that I would get a refund from the second service and still have not received anything.Then I called back again and was told from another person their going to give me.110 back which is not fair, I want my entire refund back as the service did not match what I paid for! Oh and I haven't received the 110 either. So I like I'm just being pushed in a circle with these guys, as I have been waiting since March ***!

  Business Response

  Date: 09/04/2025

  To whom it may concern,
  
  We worked directly with ******** ****** and addressed her concerns. 
  
  Respectfully,
  Intuit's Office of the President

• Initial Complaint

  Date:19/03/2025

  Type:Sales and Advertising 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.

  Turbo Tax Canada online prompts the user many times to upgrade the product, even from an already paid product. If the user upgrades (accidentally or otherwise), there is no way to downgrade the option and the user is forced to pay the higher fee or to discard their entire tax return. There should be a downgrade, undo, remove from cart, or alternative option to downgrade the user to a lesser product instead of forcing them to pay.I spent an hour with customer service trying to change the product selection from the backend and their only solutions were to pay for the product and they would issue a refund immediately or to discard my return completely. I paid the product as requested and then was told they could not issue the refund and I would be contacted from another team, which I was not.

  Business Response

  Date: 21/03/2025

  To Whom It May Concern,

  We reviewed over Ms. ***** ********`s concerns regarding an unwanted Tax filing upgrade. We determined she was warranted a refund as she was unaware she able to downgrade the tax plan.

  Respectfully,

  Office of the President - Intuit

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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 used Turbo Tax for the ************************************************************ to pay several thousand dollars to CRA while I am a full-time student. Based on the return, CRA also obliged me to pay installments. I spent many hours resolving the issue and eventually *** agreed and refunded the original amount paid. I am still dealing with *** on the installment payment issue and progress is very slow.I am asking Turbo Tax/Intuit to honour their guarantees, refund my fee, and compensate me for my time to correct their error. Attached is the letter I sent to Intuit on July 22 and I have not received a reply to date.

  Business Response

  Date: 18/09/2024

  To Whom It May Concern, 

  Thank you for the opportunity to respond. Our tax expert
  Taren worked with Mr. Brodrick to address his concerns and help him with his
  tax questions. As a good will gesture, he was provided a refund of his TurboTax
  fees he should see that credit within 5 - 7 business days. We have offered him complimentary access to our software for the
  upcoming tax year. We hope this resolves the matter to Mr. Brodrick's
  satisfaction and demonstrates our dedication to exceptional customer service.

   

  Respectfully,

  Sonia

  Office of the President
  

  Customer Answer

  Date: 02/10/2024

   
  
  Complaint: 22259352
  
  
  
  I am rejecting this response because: I only have 7 days to respond, and I have not yet received the refund and the voucher for the upcoming income tax year. I also ask that Intuit send a letter to CRA and to BMO Investorline explaining the issue related to the Norbert Gambit procedure and provide suggestions for modifications to the annual Trading Summary to avoid future issues. Please provide me with a copy of the letter.

  Thank you
  
  
  
  Sincerely,
  
  
  
  Mark Brodrick

  Business Response

  Date: 07/10/2024

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We provided a refund for Mr. Brodrick's TurboTax fees in the amount of $75.00 on 9/11/24 to his Mastercard ending in 6120. As for the voucher, we informed that would not be available to him until the end of January of next year. Once the voucher is available he will be sent an email. I called and left a message for him today explaining that. 

  Respectfully, 

  Sonia

  Office of the President