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:12/01/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  The complaint is about an advertised feature of QBSE that has never worked, called Receipt Forwarding. It involves processing of emailed receipts. This advertised feature was central to my purchase decision, and is critical to my use of the product.
  
  The fact that it doesn't work is not disputed by Intuit, and is documented internally within engineering support tickets ********* and *********. The first INV was created approximately early January 2022.
  
  Intuit promised me in an email dated March 22, 2022 that email updates would be sent to me once there are updates on the investigation, and "if no emails are received, it only means that there are no changes yet based on the last update which we already discussed in the chat."
  
  After more than one year, the issue was still not resolved. Intuit admitted to closing the case ********* in May 2022, with no resolution, or communication sent. They admitted it is still not working in Jan 2023 and opened a new engineering case. They communicated that they still have no timeline for resolving the issue.
  
  Business accounting software involves a substantial startup cost and labour commitment in terms of setup, training and implementing new business processes. Once a commitment has been made to an accounting software, the switching cost is high and can be prohibitive for a small business. This cost far exceeds the dollar value of the software. As such customers are vulnerable to a company that draws customers in by advertising a feature that does not work, then strings them out with promises to make it work, but refuses to do so within a reasonable time.
  
  After a year of paying subscription fees for a product that still isn't working, I asked for a refund of the fees paid to date, and was denied. Instead Intuit Account Escalations cancelled my account.

  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

  
  
  Complaint: 18729162
  

  I understand the business will work with me to try and resolve the complaint, which is appreciated.  As a procedural matter, I must respond now as not accepting the business response, as the complaint is not resolved at this point in time, and I do not want the *** to automatically close the complaint as resolved.  I look forward to hearing from the business soon.
  

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

  Business Response

  Date: 16/01/2023

  To whom it may concern,
  
  We will continue to work with Mr. ******** to address his concern.
  
  Respectfully,
  Intuit's Office of the President

   

  Customer Answer

  Date: 20/01/2023

  
  
  Complaint: 18729162
  
  
  
  I am rejecting this response because:

  1. The business did not make any commitment to resolving the technical issue. They opened another (third) engineering case on the issue, however they did not communicate any commitment to work on the issue, and the engineering case they opened last year did not produce any resolution.  Instead it was closed after a few months without advising me or without any solution.
  

  2. The business has not been honest or forthcoming with me regarding this issue or their commitment to resolving it.  The business told me that resolving the issue was their top priority while in fact they admitted it had been assigned a low priority.  ****** apologized for not properly communicating the priority of this issue last year, but when I asked her about the priority of the issue this year, she did not give me a straight answer.  I asked ******* the same question, and he also did not give me a straight answer, instead severing communication and referring me to Intuit front line agents.

  3. I do not feel the business made a meaningful effort to resolve the issue.  They did refund the money paid to date for the product.  However in just about every communication I have had with them, they have promised to work with me to resolve the issue, but then failed to deliver on that promise.
  

   

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

• Initial Complaint

  Date:02/12/2022

  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.

  Due to an ongoing issue QuickBooks Online (QBO) is currently dealing with in regards to a customers switching from external billing (google play/apple) to QBO billing, I have, as a result, been over paying for a client's subscription with no help from any of the 10+ customer service representatives I have dealt with trying to rectify the issue. My requests for a refund have been denied when submitted through the refunds portal, and my new account manager has not even replied to my request for assistance (after being cycled through 3 previous account managers who all began trying to assist with this issue only to have me start over with a new account manager prior to any solution being brought).
  Needless to say this is my only avenue left to get the problem resolved after experiencing a terrible amount of runaround to have still no resolution or help.
  
  The situation is; my client moved from external billing to be charged by QBO directly in order for the billing to be passed on to myself when I was added as their accountant. This transfer caused a technical glitch and the client was not able to transfer billing to benefit from a discounted subscription.
  After many dealings with support, they provided a work around where my accounting firm was added as primary admin, then a discount applied manually for the wholesale billing. Because we were using the Easy Start plan, this caused the client to be over their allowed users, and I was told the plan has to be upgraded as a result to make their solution work.
  After discussing with customer service, they promised that the difference between the Easy Start VS Essentials would be refunded, but never applied any credit or refund for the difference I was now paying. In addition, this month I was charged the full price for the subscription with no discount applied. Now I have overpaid by over $50 (not to mention the immense amount of time spent trying to get to a resolution) and they would not work to refund me this amount.

  Business Response

  Date: 05/12/2022

  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:23/11/2022

  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.

  Since 2019, I've used Intuit's QuickBooks Self-Employed application to do my bookkeeping. I purchased the application on my iPhone via the App Store and have been billed $9.99 + tax by ***** on a monthly basis.
  
  On November 10th 2022 (11:06am EST), I received the attached email communication from Intuit (see "1 - Nov 10 Intuit email"). With considerable urgency, the email claims that my QuickBooks Self-Employed service will end in 7 days unless I "subscribe now". The call-to-action button leads to Intuit's website to "renew" the QuickBooks SE subscription at the much higher fee of $15.00 + tax per month (a 50% increase!). In order to keep my bookkeeping processes uninterrupted and appearing to have no choice in the matter, I "renewed" my QBSE subscription via Intuit's website.
  
  In the span of 7 days this November, I was billed by both ***** Store ($9.99+tax) on Nov 21, 2022 (see "2 - ***** CC charge") and Intuit ($15.00+tax) on Nov 18, 2022 (see "3 - Intuit CC charge") for my QBSE service. Via an email confirmation receipt from ***** (see "4 - ***** Store receipt"), it became clear that my existing QBSE subscription via ***** Store was never at risk of expiring and was set to auto-renew for another month as per usual on Dec 17 2022. Here, it also became clear that the email campaign from Intuit had been, at best, mistaken, and at worst, deceptive and misleading in its assertion that "my service would end in 7 days" unless I renewed via Intuit's website.
  
  On the morning of Nov 22 2022 (8:51am EST), I initiated an online chat with an Intuit customer representative seeking to be reimbursed for the double-billing (see "5 - Intuit Customer Agent chat log"). Additionally, if the Nov 10 email had been misleading, I would seek to have my account's transition from the lower-priced App Store subscription to the higher-priced Intuit direct billing subscription reversed. Finally, if the transition in billing could not be reversed without undue hardship, I was amenable to a remedy equal to the additional cost incurred (i.e. a $5/mo credit from Intuit in perpetuity) to compensate for the injury caused by the deceptive Nov 10 email communication.
  
  During this exchange with customer service, it was established that 1) this issue is well-known to Intuit, 2) my account had been "irreversibly" transitioned from ******** to Intuit direct billing, and 3) no remedy was being offered to 3rd party subscribers who had transitioned to Intuit direct billing as a result of the misleading Nov 10 email, despite the issue being well-known to Intuit, and 4) no public acknowledgement to 3rd party subscribers of the error had been communicated thus far, unless these customers proactively inquired with Intuit's customer support. The interaction ended with me asking the CS rep to escalate the issue for resolution.
  
  On the evening of Nov 23 2022, I received a follow-up email from ***** ** ("supervisor") offering a temporary credit (20% for 3 months) to resolve the issue (see "6 - Supervisor email"), casting the issue as my user error with no reference to the misleading Nov 10 email to 3rd-party subscribers. Setting aside Intuit's unethical and anti-competitive behaviour (which almost surely violates the App Store terms of service), the supervisor's offer is clearly incommensurate with the effective 50% monthly price increase ($9.99 to $15) that I've incurred as a result of Intuit's deceptive Nov 10 email communication.

  Business Response

  Date: 25/11/2022

  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:24/10/2022

  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.

  As a freelancer I used intuit for tax purposes in 2020 to good results, but in 2021 the service was buggy and didn’t actually record any of my transactions rendering the service I’m paying for and relying on for my taxes useless.
  
  Now as I am unhappy with the less that adequate service, as I try to cancel it says there’s no record of my account but they’re happy to have been charging me for the service.

  Business Response

  Date: 24/10/2022

  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: 24/10/2022

  
  
  Complaint: 18303233
  
  
  
  I am rejecting this response because: I have reached out the business to solve this issue without the ***’s involvement but Intuit has been very evasive and dismissive. Going forward I want these communications to be had through the *** in regards to this case.

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

  Business Response

  Date: 31/10/2022

  Hello,
  
  ******* has requested we do not contact him directly. We cannot further assist
  without working with him directly and troubleshooting his concerns. If we may
  be of assistance regarding this matter, he will need to respond to the e-mail thread
  I have with him by November 2nd, 2022. Otherwise I will be closing his case
  with my office.
  
  Respectfully,
  *******
  Intuit's Office of the President

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: 18303233
  
  
  
  I am rejecting this response because: Intuit is able to take a customer’s money and give them the absolute worst customer service but when it comes to them having to deal with a third party or are being approached by the *** to hold them accountable  they get defensive and are incapable of dealing with matters in a bureaucratic or mediated manner.

  And since you’re probably just reaching out since you didn’t take the time to actually read or understand the issue in the comments provided (yet it’s well within your job description) I still want my refund for the service I’ve been denied access to since May.

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

• Initial Complaint

  Date:25/07/2022

  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 recently did a conversion from Quickbooks Desktop to Online, and have encountered the worst support imaginable.
  
  1. After calling support I was initially given completely incorrect information with respect to setting up payroll, which resulted in several hours of wasted work.
  
  2. After receiving notice of, and scheduling a payroll onboarding call, I get a message at the exact time of the appointment that it's been cancelled since I had already run payroll. Another total waste of time.
  
  3. After calling in to support again to get ytd numbers updated, I had the displeasure of dealing with Lito, who after multiple emails back and forth, appears to either be a robot, or completing illiterate and incompetent with no ability to read english. I have supplied her with the info multiple times and keep getting back the same canned response.
  
  I am requesting the following to resolve:
  
  1. A call from a support manager who can resolve this basic issue without further hassle.
  
  2. A billing adjustment for the repeated hassle and incorrect information provided.
  
  3. A refund of the $148.96 charge that was processed today for my QB desktop subscription ******** ************** which only remained active due to the endless back and forth with the crappy online support. And this subscription for desktop to be cancelled.

  Business Response

  Date: 26/07/2022

  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: 26/09/2022

  I am not satisfied as I had multiple prior support agents confirm the correct steps to onboard our payroll system.  They even sent a spreadsheet to fill out that would be used to update our records.  This alone took several hours, and then they advise they cannot do this.

   

  Their response that they now cannot do this is unacceptable, and if that is indeed true, proper compensation has not been provided.

   

  Business Response

  Date: 29/09/2022

  To Whom it may concern,
   
  We received the additional response on behalf of ***** ***** Thank you for the opportunity to respond.
   
  We have conducted a completed care review on interactions that Mr. **** had with our frontline support experts. We have identified barriers and have sent the information to the experts and their supervisors. Our Payroll specialist worked with Mr. **** and was able to set correct expectations of what QuickBooks Online Payroll capabilities were. QuickBooks Online Payroll does have limitations that are different from QuickBooks Desktop Payroll. 
   
  We have provided the correct information to Mr. ****. We have refunded the amount of funds that he was charged after converting to QuickBooks Online Payroll. It was a one time goodwill gesture.
   
  Respectfully,
   
  Intuit's Office of the President