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:15/03/2023

  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 recieved more than one email from TurboTax Canada (Intuit) offering 15% discount on filing fees if I file my taxes prior to March 20 2023.
  I filed TWO sets of taxes with TurboTax yesterday, March 15.
  I note on review that the 15% discount was not applied to either.
  I just spent 45 minutes on 2 phone calls to TurboTax to be told they have to SEE the email they sent me, but they cannot provide me with an email address to send it to. Presumably not a single employee of TurboTax/Intuit possess an email address.
  They wanted to share my screen to see the email in my inbox. Unfortunately the software they use will not operate on Ubuntu, the system I use (everything else works fine & other screen sharing programs work fine).
  Their system, despite claiming to work on Android, would not work on my Android (Samsung S21+) phone.
  
  THEY SAY no refund if I can't show them the email THEY sent me. I read the entire email to the support agent, from start to finish, describing the images and everything. Still they refuse the discount.
  
  This is fraud / failure to fulfil their obligation. I entered into an agreement to file my taxes at a certain rate and they charged 15% more than they said they would. This is not acceptable. Bloody horrible experience with so-called support in this case.
  
  NO option to talk to a manager, a tech support or an accounts administrator. Plus all my wasted time.

  Business Response

  Date: 16/03/2023

  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:15/03/2023

  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.

  Purchase of previous yrs intuit tax products 2015, 2018 & 2019. Purchased January 2021. At no time was it stated that my purchase and installation key numbers were time sensitive. Last week tried to install each product using the installation key with no success. Found a phone number I was able to contact a person for help. She said she couldn’t find my purchase code that I provided and using screen sharing I showed her the receipt showing my purchase that I paid in full. Note that right on the receipt each of the 3 years downloads said retain this receipt should you need to install again. Again this indicates to any normal person that it doesn’t expire! After being on the phone and screen sharing for well over an hour she tried to send me links to install the paid for products that did not work. After all that time and effort she said there was nothing she could do and couldn’t even send me a refund since the purchase order number was mysteriously not in their system! **** * ******** ***** Intuit has essentially stolen my money!!!

  Business Response

  Date: 16/03/2023

  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:27/02/2023

  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.

  Turbo Tax Canada filmed me in my bedroom without consent.
  
  I was doing my taxes online on Turbo Tax Canada on Feb 26. I was doing them on my laptop in my bed in my bedroom.
  There is a Contact Us option on Turbo Tax for tax help. There are a few contact options & I chose Phone Call. I had to enter my info then it gave me this number to call: ***** ********. I called on my cell phone. The person who answered was a man. He said he could help me if I shared my screen. I had to press shift & enter then a code would appear on the Turbo Tax website. I do so & entered the code.
  
  But then a video of the man appeared on my pap top. He had accessed my video camera on my laptop instead. He said he could see me and he was working from home. It was so creepy!
  
  The Turbo Tax creep was starring at me in my bedroom!
  
  I threw the laptop away from me in shock.
  I had chosen phone call help with Turbo Tax & then screen share. Screen share is literally that, it only shares the screen of your browser, NOT your video camera.
  
  I had not consented to a video chat & absolutely no where did it say video chat or that they would be acccessing my video camera. It was extremely creepy!
  
  Turbo tax violates my rights & my privacy.
  The man saw me in my bedroom without my consent or knowledge. There was no warning. It was awful.
  
  I did not consent to Turbo tax accessing my video camera.
  This is a human rights violation. No company has the right to video you WITHOUT CONSENT.
  
  
  I want this posted Publicly as a complaint on here: *************************************************************************************
  
   
  I want a written letter that Turbo Tax will stop video access on screen share & apologize to me.
  
  I can provide my Turbo tax case number but I don’t want it in the public post.

  Business Response

  Date: 28/02/2023

  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 Office of the President 

• Initial Complaint

  Date:21/02/2023

  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.

  Purchased 2021. Intuit Turbotax Deluxe Online Edition. Is supposed to include an activation code for 8 returns under a single account. Activation code available (to you for investigation, if needed). Card containing activation code indicates the code is good until 09/31/23. Tried several times to send completed income tax to CRA. Program would not let me and repeatedly asked for activation code. Several calls to Intuit Turbotax's "professionals" did not resolve the issue. They told me I would have to purchase a new validation code. I do not believe a consumer should have to pay twice for the same product. I was forced to pay them again: this time online in order for their program to free up my income tax to submit it to CRA. I want my money back for the second payment (the one that was made online today).
  If you require further documentation, please let me know exactly what you need. Thank you in advance for your assistance.

  Business Response

  Date: 22/02/2023

  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 Office of the President

  Customer Answer

  Date: 22/02/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19443981, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********** *****

• Initial Complaint

  Date:02/02/2023

  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 been using TurboTax online for many years to file my spousal tax return. I received a letter from the CRA with regard to my 2022 spousal tax return, notifying me that they had reassessed my return due to a duplication of medical expenses on both my and my husband's tax returns. I contacted the CRA to let them know that could not have happened as TurboTax online forces you to choose which spouse will claim the medical expenses. The CRA said that it HAD happened and that I owed them over $1,964.21 which also included $67.17 in arrears interest.
  
  I contacted TurboTax about the issue and spent a couple of hours on the phone with an agent going over everything and uploading the CRA letter. They said they would look into it. I received an email almost immediately after the phone call telling me the case was closed. I only had a few weeks before the CRA deadline to pay the taxes so I contacted TurboTax again about the issue. This new agent looked it all up and went through all the same motions as the previous agent and the outcome was the same as the first call. I tried calling the CRA again to explain the situation and got nowhere. Contacted TurbotTax twice more about it, in total being on the phone with them and/or the CRA for over 10 hours trying to get this resolved. TurboTax said they would launch an investigation and assured me that it couldn't possibly be a flaw in their software/netfiling.
  
  I waited and had to pay the CRA to avoid further interest charges. I received an email from TurboTax (see attached) that blamed me for messing things up, which of course was total BS as the spousal returns were netfiled moments apart. I called TurboTax again and the new agent wanted to go through all the same stuff again when I asked to speak with a manager. She said a manager would call me. I asked about the 100% guarantee and was told that was only good for 60 days. No return call and no refund of interest or the cost of the online tax filing.

  Business Response

  Date: 04/02/2023

  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:23/01/2023

  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.

  So, we have used Quickbooks Desktop for over 10 years in our company, in 2021 around December QB sales team contacted us to offer us QuickBooks online instead of the Desktop version, at first we were unsure about migrating all our data because previously we tried QB Online and features like payroll did not work and at the end, we had to go back to the Desktop version. After a lot of meetings, the sales team promised us that the payroll feature was already working on QBO and that we would not have any problem with it. So we went ahead with the migration and switched to QBO, as soon as we switched payroll date came and we tried doing payroll and we couldn't even get the employees set up, we contacted support, but they didn't help, we called multiple times and no one fixed our issue, after calling multiple times they told us that they would look into it and then get back to us. Meanwhile, in order to do payroll and pay our employees we had to keep QuickBooks Desktop software and do payroll from there while they looked into the issue. At the time and for 9 months we paid full price on both software, they even had the audacity to charge us QuickBooks Online payroll for both of our companies for over 9 months, even though we could never even set up our employees, and they never got back to us. We kept calling multiple times nobody solved our issue, so we decided we had to find another payroll provider which we did and then we moved our payroll to our new payroll provider. When we finally moved our payroll and got to cancel all the fees and memberships that they were charging us, we asked for a refund, which they refuse to give us, we called multiple times, and spend hours and hours on the phone hoping someone would have solved our issue, they never did anything, they just kept giving us case numbers and transferring us from one department to the other. Many times they were very rude to us and blame everything on us when from the begging we just tried to make this work

  Business Response

  Date: 24/01/2023

  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: 25/01/2023

  
  
  ****** ******** ******:
  
  
  They say they will contact me, I will wait for them to reach me, if they do not contact me I will make the complaint again, since they always promise to contact me and actually do.

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

• Initial Complaint

  Date:22/01/2023

  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 bought and used Quick Books Desktop Pro 2019 back in 2019. I used this software for my accounting. This year the company suggested the update patch which I have installed. This update TURNED OFF (Disabled) some of the features (like online banking) and prompted to upgrade to the current version.
  I bought this software with some features which I want to use. I am OK to work with the unsupported version. But they SHOULD NOT disable some features sold to me earlier.
  They forcefully push me toward the way more expensive online version by DISABLING features on my current version I have paid for previously. My version DOES NOT have license period. I.e. this version is NOT a version with 1 year license.
  *******************************************************************************************************************************************************

  Business Response

  Date: 23/01/2023

  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:19/01/2023

  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.

  After purchasing Intuit Turbo Tax Live Assist Review & Deluxe, I was provided a "Tax Expert" who incorrectly filed my taxes, thus resulting in over $300 in interest fees and over $6,000 in money owing to the CRA.
  
  I have attempted numerous times to reach Intuit Turbo Tax customer care to understand how this error happened and to rectify this issue and they continue to provide false promises of a callback.
  
  I have not received support from them in this matter in nearly two months, despite paying for this service.

  Business Response

  Date: 20/01/2023

  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:13/01/2023

  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.

  Upon filing 2021 taxes, we purchased "CA TY2021 Turbo Tax Online Premium Pack Primary". This service includes: Priority Customer Care, Audit Defense, ID Protection. Our 2021 Tax Return included a move - which generally gets audited.
  
  I contacted Intuit Canada ULC (Turbo Tax), to inform them of the audit and to begin the process on July 8, 2022. Expert ***** gave me a list of items to add to a "Folder" area in order to complete the Defense. All letters, IDs, receipts requested were submitted by July 22
  July 27 - Expert ***** ** committed to working on Defense tomorrow
  August 11 - I checked in to see what the next steps were - no response
  August 19 - I asked for the status of the file
  August 24 - Expert ***** S. replied "Sorry ******, I will be in touch with you tomorrow."
  August 27 - I asked if I needed to escalate the Defense to another agent? If additional time was needed from CRA? If Audit Defense was something that I didn't have, and that is why he wasn't responding?
  September 2 - I asked for the status of my file
  September 8 - Expert ***** ** replied "My apologies for the lack of response ******, You do have audit defence and I am behind and that is my fault. I will be in touch with further details tomorrow."
  October 6 - I asked for an update and expected date of completion. Suggestion assistance from his supervisor
  November 24 - Uploaded CRA Reassessment. Attempted to find a contact to escalate the situation
  December 8 - Uploaded a T1-M - as it should have been requested in original documents
  December 9 - Found a contact via Facebook and spoke with ***** on the phone. She arranged for an Expert to call me to resolve the situation within 72 hours
  December 19 - followed up as I have not yet heard from the Expert arranged from my conversation with *****
  January 4 - spoke with ****** on the phone. He arranged for an expert to contact me in hours
  January 13 - followed up as I have not yet heard from the Expert arranged from my conversation with ******

  Business Response

  Date: 14/01/2023

  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: 17/01/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18811125, however, I am not holding my breathe waiting for the reply. 
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:12/01/2023

  Type:Billing 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 Jan 11, 2023 have purchased quick books at 75% off and paid and was charged 17.33. I received an email confirming this subscription at 300Pm at 330 pm i got an email from Intuit quick books stating thank you for signing up for your free trial??? which i did not. Quick book says it was done january 5, 2023 which is impossible and a lie. When i logged in today january 12, 2023, and tried to cancel, the quick books site did not allow me to cancel. It states that i have a subscription until feb 5 and i will be charged if i do not cancel and it says i can cancel at any time. I have spent 4 1/2 hours on the phone with 2 quick book support staff. They said they can not cancel the subscription and i shared my screen and they could not cancel my subscription. Quick books is going to charge me on Feb , 2023, 60$ because i am unable and they are not allowing me any way to cancel my subscription and they will not cancel it on their end. This is fraud and unacceptable. I would like a call from a supervisor for them to cancel my FREE SUBSCRIPTION!! What a **** this company is. I see it has many complaints and i am very worried about this corrupt business. They also sent me a scan code to down load the app and when i used this app it says for me to pay and sign u again!!! they are blaming all of this on apple pay? saying its a 3rd party and apple pay or google pay was never used they are using this as an excuse and not cancel the free trial when this is no existent. I have never used apple pay and it says i have zero subsriptions so this makes zero sense

  Business Response

  Date: 13/01/2023

  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: 13/01/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18730436, and find that this resolution is satisfactory to me but i would like to make sure Intuit Canada reaches out to me to solve this problem.  They have responded they will reach out to me, and i want to keep this case open until Intuit reaches me and fixes the problem. Intuit has not contacted me at this time to resolve this issue and complaint as of yet.  Please do not close this file until i have heard back
  

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