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.

close

Find a Location

Intuit Canada ULC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:28/08/2024

  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 an account with Quickbooks. A few weeks ago, my company submitted ******* as a cash on hand and labelled it as such. We recorded the transaction through ********** so the appropriate taxes would be recorded for our employee. Quickbooks proceeds to withdraw the pay check from our chequing account and send to our employee via Direct deposit.I knew it would not go through as the funds were no longer in our account. We had given the employee cash as stated. Instead, Quickbooks paid this employee who will not return the money and said we must pay Quickbooks now via wire transfer. I attempted to call Quickbooks to which they stated they could not verify our account by Business number. I only have one business number and so I dont know how that is possible. I figured the email must have been fraud because it was asking for a wire transfer sent **************** thing you know, I am getting a call from Quickbooks at nearly 10 pm at night. One of my former EMPLOYEES who is not been with our company for months now is receiving emails from ********** stating we owe money to them and to wire money to them. He found our company number on ****** and reached out to say he was receiving such emails about our company. I am astonished that they would send such confidential things to former employees who have never had any access to our bookkeeping and in no way should receive these emails. I cant seem to clarify this with the company as they claim they dont have our business number matching any account but yet continue to do such illegal business.

  Business Response

  Date: 06/09/2024

  To Whom It May Concern,

  We have reached out by phone and by email to Ms. ****** on dates August 29th, August 30th, September 3rd, and September 6th. We are currently still trying to reach her at this time to further assist with their concern. 

  Respectfully,

  Office of the President - Intuit

• Initial Complaint

  Date:29/07/2024

  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.

  We have a version of Quick Books Pro ******************************** 2006.We have a disk and an activation key We can install the product but we can no longer register it with Intuit.We had a number of lengthy discussions with customer service people and they say that the format of the License and Product keys was changed and can no longer be accepted.It is a valid product which was registered and updated until 2010. Nobody told us that it would be cancelled and unusable. We would like to use it still in the form we bought it.Note: customer service representatives tell us that they are not able to use the valid registration numbers we provided

  Business Response

  Date: 30/07/2024

  Thank you for contacting Intuit via the Better Business Bureau.
  
  We were unable to find a case associated with the contact information provided the BBB where Mr. **** has allowed our frontline experts an opportunity to assist with their inquiry. The Better Business Bureau is not an Intuit Support Channel. You must visit **************************************** to engage with our experts, either via chat or phone call, to receive assistance. Once you have contacted support you will receive a case number. If the expert is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Intuit support channels.
  
  Sincerely,
  Intuit

• Initial Complaint

  Date:12/07/2024

  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.

  On April 30, 2024 along with filing my taxes I purchase the premium bundle that covered identity theft for my husband and myself. Their affiliate has no record of this purchase. Turbotax is unwilling to search their records to prove they have purchased the identity theft on my behalf as per my receipt. Turbotax accepted my money for services not rendered. This is fraudulent. On top of all of this there are no technical service representatives that can address this issue in a competent manner. Managers do not speak to clients and the issue cannot be escalated. They stated many times they are only able to process tax returns. If that is true why are they accepting payment for add-ons they are not providing to clients. This is a fraudulent practice and must be stopped. Where is the proof that turbotax purchased ID theft protection on my behalf. They accepted the money for a service they have not provided. This company has millions of users highly sensitive information and can't process a transaction or review their transactions or provide proof they purchased a service on my behalf.

  Business Response

  Date: 09/10/2024

  To whom it may concern,
  
  We received the complaint forwarded on behalf of ******** ********. We apologize for the delayed response, and thank you for the opportunity to do so. 
  
  We attempted to reach Ms. ******** and her husband between July 17th and July 24th after receiving the initial notice of this complaint, and we were unable to speak with them. We ask that they respond to our outreach attempts and we will assist them further. 

  Respectfully,
  
  Office of the President - Intuit

• Initial Complaint

  Date:05/04/2024

  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.

  Today (April 5 2024) and many times before this:
  
  I pay Turbotax each year to have someone check or actually do my taxes. Every time I have an enquiry I phone the main number ************** and a robot answers. Usually robots are pretty easy to deal with but not this one. It consistently fails to understand the reason for my call (which varies) and the spelling of my last name (not difficult - it has four letters!). It therefore takes me at least 10 minutes to speak to someone in customer service.
  
  Today my question was simple. Why did I receive an email today telling me the tax deadline was April 15. ************ left me on hold for a further 10 minutes with the answer that "some people have to file on that date". Wrong answer. In the meantime I found the answer - the email I received telling me to file by April 15 came from the US, where the filing date is apparently April 15.
  
  I had also asked who in authority I could complain to by phone or email about the unsatisfactory robot. ********** said she would report it. I said that I was told the same thing last year and nothing has changed, so I want to speak to or email someone in authority. Her answer was "We don't do that". Wrong answer: I asked to speak to her supervisor. Another 10 minute wait for this person to "obtain permission" for a supervisor to contact me.
  
  This is appalling.

  Business Response

  Date: 13/04/2024

  To whom it may concern, 
  
  Thank you for bringing this matter to our attention and for the opportunity to assist Ms ****. We are currently working with Ms **** on this matter and will continue to stay engaged with them until we reach a resolution.
  
  Respectfully,
  
  Office of the President - Intuit
  
  

• Initial Complaint

  Date:25/03/2024

  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.

  While using the services an error occurred and I was unable to submit the information. I called customer service and the following happened: 1. Called March 13th and was on the phone with someone for 25 minutes, the representative kept asking the same 2 questions over and over and could not locate my account, asked to be transferred was advised they can not, hung up and called again 2. March 13th called back and was on the phone for 1.5hours they can not figure out the error on the account, had to go to work and could not stay on the phone was advised to call back 3. March 15th called and was on the phone for 45 minutes and they could not locate my account but did not tell me until the end of the call that they could not locate the account, told me to hang up and call back to get someone else who might be able to help 4. called back on March 15th and requested a manager to call me back, was told 24 hours for a call back, did not get a call at all called back March 22nd 7 days later as I have not heard anything 5. Called March 22nd on the phone for 25 minutes and they could not figure out what is going on, asked for a manager again and was guaranteed in 24-48 hours I would receive a call back, called back again on March 25th because I have not received a call back again 3 days later 6. Spoke with someone on March 25th and advised that I wanted a refund, I have asked for a manager twice with no call backs, no one can help me and I want a refund for 60 plus tax for the half of the charge that can not be used. Said they would look into it, 1 hour on the phone and they have stated no they can not refund me and that they are still looking on how to resolve the error. Still no resolve on this issue, 13 days ongoing and multiple hours on the phone and no resolve. Requested refund because they can not provide a resolution.

  Business Response

  Date: 27/03/2024

  To Whom It May Concern,

  Thank you for the opportunity to respond. ********** was correctly informed we don't refund ******** Online orders. As a one time courtesy, I provided a partial refund for $60.00 she should see this refund within 5- 7 business days back to the card we have on file. I spoke to her today and she explained that is what she was asking for. We consider this matter closed.

  Respectfully,

  *****

  Office of the President
  

• Initial Complaint

  Date:15/03/2024

  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.

  I used Intuit online to make our taxes. They advertised a 20 % rebate if we file our taxes before march 10 and if we used the Travailleur autonome version - both criteria were met. The company never give us a promotion code therefore they ask us to pay the full amount first on our credit card and that they will credit the 20 % after. Which is bad practice i would say... but, never the less.. I did use them last year and after more than an hour over the phone with one of their person, they made it happen. So, this year... same scenario- but worst. after spending all that time with a nice person who also sent me an email saying that the rebate will be applied as soon as I will be paying my bill (which i did on March 9)... nothing.. no rebate. So, i have to call in again today, and spend more time on the phone with someone who seems unsure of what i am saying and is starting the same process all over again! I am saddened to say that i have lost it on him and yell... I asked AGAIN to have the phone number of someone in charge- as i asked last time with patience to have someone call me back as i wanted to file a claim. But no one called back. And now, they hang up on me while i was put on hold. I will not use them ever again.

  Business Response

  Date: 22/03/2024

  Thank you for contacting Intuit via the ****** ******** ******. A senior member of our Intuit team will investigate this matter and contact you directly to work toward a resolution.
  
  Sincerely,
  Intuit

  Customer Answer

  Date: 22/03/2024

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21437856, and find that this resolution is temporarily satisfactory to me. As you can see in the print screen attached to my answer. They have reached out, but they haven't got back to me yet on anything. So i am still pending. The person who called was very polite and understanding so, i will hope that they will follow. I asked for a full refund since i spent so much time on this. So far, i didn't even get the 20 % rebate that i was untitled to.

  I might have to come back to you on this. thank you.
  
  
  
  Sincerely,
  ********* *******
  
  

• Initial Complaint

  Date:14/03/2024

  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.

  Re: Intuit TurboTax Canada
  
  I was repeatedly unable to sign into my account due to a technical glitch in the system. After entering my username and password, TurboTax leaves a v/m on my phone consisting of six digits. The problem is, it records over the v/m greeting, so only the last three digits are recorded.
  
  I spoke to at least four "specialists" who had no idea what I was talking about let alone how to resolve it. I also contacted my phone provider to see if there was something I could do at my end. My phone (including v/m) is working as it should. I even had someone leave me v/m which I received in full.
  
  As a last ditch effort, I set up an "account recovery", which was accepted with one final step. They would send me a code by email, as a final verification. No email! So, I emailed TurboTax. No response. I called yet another "specialist", who told me to "wait awhile". That was over 24 hours ago. Meanwhile, I was sent an email stating the problem had been resolved. Really? I still can't get into my account.
  
  I have since requested a refund. I did receive a response stating my request would be reviewed. But it would take a number of weeks.
  
  I now have zero confidence in this company. After speaking to so many of their call-staff members, I don't trust them to handle my personal and banking information. It is also extremely frustrating to spend hours on the phone repeating the same problem to no avail.
  
  Luckily, I had not had the opportunity to download all my financial information so I don't have to worry about it being compromised. Also, there is still time for me to find a real-life person to file my taxes for me.
  
  Final word....Buyer Beware. "Premier Full Tax Service" is actually "No Tax Service".

  Business Response

  Date: 22/03/2024

  Thank you for allowing us the opportunity to resolve your concerns. For future support needs, please visit **************************
  
  Sincerely,
  Intuit

  Customer Answer

  Date: 25/03/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21433594, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:17/02/2024

  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.

  I have made multiple phone calls to receive no answer just giving a phone number to Santa Barbara tax group about my missing tax refund money. Turbo tax/insuit Santa Barbara are all part of this big **** of taking people's money without customers knowledge or request they be involved. Turbo tax put blame Santa Barbara while Santa Barbara blames turbo tax. The only person in this matter being screwed is myself. My money needs to be returned to me

  Business Response

  Date: 19/02/2024

  To whom it may concern, 
  Thank you for bringing this matter to our attention and for the opportunity to assist Mr *******. We were able to assist Mr ******* by providing hime with confirmation that his refund had been approved and that he would receive it in his account within the next two to three weeks.
  
  

• Initial Complaint

  Date:09/02/2024

  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.

  Quickbooks Desktop Premier 2018 is supposed to allow for up to 5 user licenses. We currently have 2 and want to purchase another but Quickbooks/Intuit is claiming that isn't an option anymore and if we want more user licenses we have to purchase a new version of quickbooks desktop that requires a monthly subscription fee of $99/month for 3 users.
  
  Originally we paid $500 for our version of quickbooks that doesn't require an online cloud based service as we have sensitive information in our business. The version we bought was expandable should be need more concurrent users.
  
  If we moved to a monthly version in the same period of use (5 years) we would have to pay 10x as much ($6000) and house our data in a cloud setting.
  
  Our desired resolution is for the product we purchased to deliver what it said it could do which is have up to 5 concurrent user licenses.

  Business Response

  Date: 16/02/2024

  To whom it may concern, 
  Thank you for bringing this matter to our attention and for the opportunity to assist Mr *****. We are currently working with Mr ***** on this matter and will continue to stay engaged with them until we reach a resolution.
  
  

• Initial Complaint

  Date:08/02/2024

  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 using Intuit Quickbooks since 2015 or 2016 for my business software. At the beginning of using this software I used an e-mail address that I no longer have. In 2021 I lost all access to that old e-mail address when I switched internet service providers. I contacted Quickbooks to have my e-mail address changed so that I would not receive an interruption in services. Since that date I have not received my annual software updates even though my credit card is charged. Every year this causes my software to malfunction and I spend an hour on the phone with them and ask to have my e-mail address changed and for a new link to the annual software update so that I can update what I had paid for six months prior. Every month I am charged a fee for Quickbooks Payroll and every month my credit card is charged but I receive no invoices for this service as they continue to be sent to an e-mail address that does not exist anymore. Every few months when I review my credit card statement I am triggered that Intuit Quickbooks still hasn't gotten it together and sent me an invoice/receipt for my software and so I spent another hour on the phone - the last two times were with supervisors. Everyone is sorry, everyone says its fixed, everyone says "just wait till next billing cycle". I am so sick and tired of this that I decided to file this complaint while I wait for yet another Quickbooks supervisor to get back to me. All I want is what is rightfully owed to me - a receipt/invoice even if Intuit has to have an actual human being send these out to me because clearly the fancy seller of bookkeeping software should be able to do this. I expect this kind of service from shady back alley deals, not a huge corporation.

  Business Response

  Date: 19/02/2024

  To Whom it may concern,

  Thank you for the opportunity to reply. We have worked with Ms. ***** on her concerns. We ensured Ms. *****s correct email address is on file for both QuickBooks Desktop and her payroll system. Ms. ***** will now receive all future Intuit emails to the correct address provided.
  

   

  Respectfully,
  Office of the President - Intuit