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:18/04/2023

  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've been using this product for the last 6 years. it used to be user friendly.
  This year is different. Same product but very different. the system will not allow you to fill together with your husband. as it ask you to pay an extra 42$. the worst part, it's in english only.
  Call and Speak with Miss ***** . staff very rude, will scream as they can not give you an answer. I was told this is Canada. the system is only in english. She finally hang up the phone on me.
  I am going to return their product to ****** where i bought it from.
  Never again will they get me. I'm going the old ways again.(back to paper). too bad for the environment.

  Business Response

  Date: 18/04/2023

  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's Office of the President

• Initial Complaint

  Date:16/04/2023

  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 am writing to file a complaint against TurboTax regarding the incorrect calculation of my rental income on my tax return for the 2021 tax year. Upon reviewing my return, I noticed that TurboTax had calculated my net rental income for both me and my husband incorrectly, which led to us paying extra taxes to the CRA.
  
  The correct net income for me and my husband should have been $10,567.91 and $1,174.21 respectively, but TurboTax calculated it as $28,272.80 and $1,392.79. This mistake caused us to pay significantly more in taxes than we should have, and I am extremely disappointed with the service provided by TurboTax.
  
  I only noticed this error because when I was filing my tax return for the 2022 tax year using TurboTax, I noticed that their calculation methods were completely different, and the 2021 method was a chaos. This raises concerns about the accuracy of the tax returns that TurboTax has filed on my behalf in previous years. Furthermore, TurboTax has advertised its product as a 100% accurate calculation guarantee.
  
  Additionally, I was unable to find a contact form for complaints on the TurboTax website, which made it difficult for me to report this issue directly to the company.

  Business Response

  Date: 17/04/2023

  Thank you for contacting Intuit via the ****** ******** ******. The ****** ******** ****** is not an Intuit Support Channel. You must visit ************************** to reach one of our agents to receive assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this *** thread and we will investigate further. We cannot assist you until you have gone through dedicated Intuit support channels.
  
  Sincerely,
  Intuit

• Initial Complaint

  Date:11/04/2023

  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.

  This company not only caused an accounting disaster in my books with all their software issues.
  
  They also overcharged me for services I never used. When I contacted them for a refund of the services I never used I received an email directing me to their “refund policy” which in short says “ we don’t care “
  
  This company is charging customers for services rendered that were never rendered. This is fraudulent. There is zero accountability, you can’t even call someone to help due to their poor customer service. Extremely dissatisfied.

  Business Response

  Date: 12/04/2023

  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

• Initial Complaint

  Date:08/04/2023

  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.

  After using TurboTax for many years, I am extremely disappointed with the service and options presented this year. As with at least two other customers who have filed *** complaints against Intuit (TurboTax), the online program forced BOTH my partner and me to upgrade to the TurboTax Self-Employed Online 2022. The majority of my income is employed, I have no self-employed receipts or other expenses to claim, and my partner has no self-employed income. We were extremely dissatisfied with the lack of options and the mandatory upgrade to the more expensive TurboTax Self-Employed Online 2022 for both of us. When I contacted TurboTax, they send me a link to an unhelpful article and said they couldn't do anything else. TurboTax provides no other avenue to escalate the complaint.

  Business Response

  Date: 10/04/2023

  Thank you for contacting Intuit via the ****** ******** ****** regarding TurboTax.

  All charges are clearly disclosed, both on our web site and within the product, prior to any upgrade as well as before payment is collected for the use of the software. The program will offer to upgrade a customer and customers are given the option to upgrade, decline, or discontinue their use of TurboTax, but must agree to upgrades and any associated fees before moving forward with printing their return or e-filing. We want customers to use the version of TurboTax that best fits their tax situation, but the choice to upgrade – or not – is theirs, as we never do that without their consent. We will be unable to honor your request for a refund.

  Respectfully, 
  

  Intuit Office of the President

  Customer Answer

  Date: 11/04/2023

  
  
  Complaint: 19912977
  
  
  
  I am rejecting this response because there is no reason that my partner should have had to upgrade to the self employed level. He had no self employed income. He should have been able to remain at the Deluxe level. 
  
  
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:29/03/2023

  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.

  On March 2, 2023 I filed personal online taxes for myself and my spouse. I chose the Deluxe package of $20.99 for both of us. During the claim process, I was prompted repeatedly to upgrade my service. and each time I chose not to upgrade. Upon checkout, I noticed the amount was not Deluxe $20.99 but $69.99 each. I tried changing it and searching for a number to call which was next to impossible to locate on the website. I became frustrated and decided to complete the purchase and then I would try to locate a number and call customer service at a later time. I finally located a number and called customer service about one week later and explained the situation. I was told that since I completed the purchase there was nothing they could do. I am requesting the difference between the packages as my return was very simple and Deluxe would have been just fine. I would like to see more transparency when searching for a contact number and making it easily accessible on the site, as well as not repeatedly prompting me to upgrade throughout the entire claim process after I choose not to upgrade during the first prompt.

  Business Response

  Date: 30/03/2023

  Thank you for contacting Intuit via the ****** ******** ****** regarding TurboTax.
  
  Customers can use TurboTax Online free of charge up until they are at the point where they can choose to either print or e-file their returns. At that time, they are required to submit non-refundable payment, which indicates they are satisfied with the product and agree to the charges that are listed in the review.  The charge is for the use of TurboTax to complete preparation of a tax return whether printing, e-filing, or creating for your own records/comparison. 
  
  All charges are clearly disclosed, both on our web site and within the product, prior to any upgrade as well as before payment is collected for the use of the software. The program will offer to upgrade a customer and customers are given the option to upgrade or decline, but must agree to the upgrade and any associated fees before moving forward with printing their return or e-filing. If a customer would like to choose a different offering, they may select "Clear and Start Over" at any time before checkout is completed.
  
  We want customers to use the version of TurboTax that best fits their tax situation, but the choice to upgrade – or not – is theirs, as we never do that without their consent. We will be unable to honor your request for a refund.

  Respectfully,

  Intuit's Office of the President

  Customer Answer

  Date: 30/03/2023

  
  
  Complaint: 19869453
  
  
  
  I am rejecting this response because: While I expect the corporate response referring to the terms and conditions, you did not address an upgrade was completed without my consent after I already declined several times throughout the claim process.  "Clearing and starting over" once you have put the time into completing a claim is not reasonable, nor did you address that a contact number is not accessible or provided at checkout should you have any questions or concerns. If there is no resolution, I will no longer be using this service again.
  
  
  
  Sincerely,
  ****** *********
  

• Initial Complaint

  Date:26/03/2023

  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.

  Issue: I purchased Turbotax Deluxe Online Edition for 2022 from a retailer (******) on 19 January 2023. When I attempted to use it to prepare a tax return, I found it did not meet my requirements as it would not process T3's. I subsequently had to purchase the upgrade to Turbotax Premier Online Edition, which I also purchase at ******. Based on phone calls with turboxtax service agents, I have submitted 3 requests to Intuit for a refund of the $34.99 (before tax) purchase price of the Deluxe Edition which was never used to file a return. All 3 requests were falsely denied.
  
  Details: The first request was submitted on 8 March 2023. Case # **********. I received an email reply on 13 March 2023 that denied approval because I entered spaces in the product license (i.e. activation code). I had used spaces because the 16 digit code was in groups of 4.
  The second request was submitted on 14 March 2023. Case # **********. I received an email reply on 17 March 2023 that denied approval and stated that the reason was that my request exceeded 60 days. Disappointing as 17 March = day 57.
  The third request was submitted on 18 March 2023. Case # **********. (= day 58) This was after spending 1 hour on the phone with a turbotax service agent who claimed that my situation was appropriately annotated along with the new case number. I received an email reply on 22 March 2023 that denied approval because my request exceeded 60 days.
  
  As a comment from a customer perspective, my refund request should be considered valid in terms of timeline from the date of my first submission on 8 March 2023, which is day 48 after date of purchase.
  
  Resolution requested: That Intuit Turbotax refund me $34.99 for the Turbotax Deluxe Online Edition that I was unable to use. From the Case numbers, they already have my contact information, mailing address and proof of purchase.

  Business Response

  Date: 28/03/2023

  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

• Initial Complaint

  Date:23/03/2023

  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.

  We filed our 2021 taxes with intuit and recently got a notice from the CRA that there was an incorrect entry and we owed $2400. Intuit has a 100% accuracy guarantee and I fought for over 6 hours on the phone just to get them to file a claim and had to re-explain the situation over 5 times to new individuals. Over the span of the past 3 weeks, I’ve been dealing with the claim’s department who first denied my claim and then when I rebutted, finally accepted responsibility but refused to refund us more than $122 of the $2400 we now owe due to their error. Clearly the 100% accuracy guarantee is false.

  Business Response

  Date: 24/03/2023

  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

• Initial Complaint

  Date:21/03/2023

  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 mistakenly paid for two turbo tax programs on line that were charged to my credit card, and only used one. Would like a refund from them on my Visa for the unused program....Thanks.

  Business Response

  Date: 22/03/2023

  Thank you for contacting Intuit via the ****** ******** ******. The ****** ******** ****** is not an Intuit Support Channel. You must visit ************************** to reach one of our agents to receive assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this *** thread and we will investigate further. We cannot assist you until you have gone through dedicated Intuit support channels.
  
  Sincerely,
  Intuit

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: 19631028
  
  
  
  I am rejecting this response because: They have not given enough info on how to contact an agent...I tried and cannot get a case number....

  
  
  
  
  Sincerely,
  
  
  
  **** ****** ******

   

  Business Response

  Date: 28/03/2023

  Thank you for the additional details. We are sorry to hear about the difficulty you are experiencing. A senior member of our Intuit team will investigate this matter and contact you directly to work toward a resolution.
  
  Sincerely,
  Intuit

• Initial Complaint

  Date:18/03/2023

  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 3 complaints to bring forward. 1) Turbotax is charging me the Self-Employed rate ($49.99) for both my returns (mine and my husbands), but only I have self-employed income. My husband does not have any self-employed income and cannot benefit from the additional services offered in the Self-Employed version. However, I still get charged for 2 Self-Employed versions because I have to do our tax return jointly in order to access certain credits/shared deductions, etc. Without doing this, his return would be $20.99. In speaking to Turbotax customer service, I was advised there is no way around this. I believe their software should allow separate charges so the consumer isn’t automatically charged for a product they don’t need, want, or benefit from. 2) I Googled “Turbotax Self-Employed Discount” and it brought me to Turbotax’s webpage that show the price of the return as 10% off. Nowhere on the page did it suggest this was a price not offered to the public; however, the software was not giving me that discount. In speaking to customer service, I was advised that this was a price offered to “affiliates” only. This was not indicated anywhere on the webpage. I stated they needed to honour the price as this was false advertising without that being clearly labeled or described for a consumer reading the webpage. It was escalated to a manager and they still refused to honour this price. 3) There is no proper way to escalate a complaint with Turbotax. I asked how this could be done since I was not satisfied with their responses above and was sent a link where I would be required to “join a community” on Turbotax and then have a moderator respond to my complain. I was told there was no where further to go on the phone and the manager refused to speak to me despite my request to speak to them. There should be an easier way to escalate a complaint when you are not satisfied with answers you are given.

  Business Response

  Date: 20/03/2023

  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

• Initial Complaint

  Date:18/03/2023

  Type:Service or Repair 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.

  Filed income tax return for my parents on March 15th, 2023 using ************************ One parent is self-employed while the other is not.
  Selected TurboTax Live Assist & Review Basic for 1 parent and TurboTax Live Assist & Review Self-Employed for the other.
  Turbo Tax charged me for both parents the self employed fee.
  My **** *********** I was told by their rep that Satisfaction Guaranteed policy only covers TurboTax CD/Download products. It is not about product satisfaction. This is amount charging me the wrong amount and refunding the correct amount. This shows your online product purchase section is flawed. It should have calculated the right amount based on the selection.
  I am requesting appropriate refund.

  Business Response

  Date: 20/03/2023

  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: 20/03/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19618655, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *****