Complaints

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

close

Find a Location

Intuit, Inc. has 27 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, Inc.

  PO Box 7850 Mountain View, CA 94039-7850

• 

  Intuit, Inc.

  Rockville, MD 20814

• 

  Intuit, Inc.

  PO Box 810032 Boca Raton, FL 33481-0032

• 

  Paytrust

  PO Box 7236 Sioux Falls, SD 57117-7236

• 

  Intuit, Inc.

  PO Box 84020 Columbus, GA 31908

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  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.

  While trying to complete my IRS filing on 4/30/25, I was mired in confusing directions in the turbotax/intuit system. Repetitive suggestions to upgrade, when my simple return didn't seem to require such an act, were distracting, frustrating and confusing. Apparently, I pushed the wrong button, out of confusion or frustration, and ended up being charged ****** for the premier service. I didn't require nor use access to an online expert, but my filing seemed to go much smoother once I had pushed the magic buttons. An attempt to resolve this after the fact proved more frustrating and led to more lost hours of my life. I don't recall ever encountering this in the previous years I have used turbotax. I am sure there is some clever genius behind the "designed to frustrate " algorithm , but I feel the entire nation is being brought down by these clever geniuses.

  Business Response

  Date: 05/23/2025

  To whom it may concern,

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

  Sincerely,

  Intuit's Office of the President 

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:TurboTax failed to include required state tax credit form, resulting in double taxation and $1,200+ in overpaid taxes.Complaint Details:I used TurboTax to file my 2023 taxes as a part-year resident of ******** and ********. Despite advertising support for multi-state and part-year filings, TurboTax failed to include or prompt me to file Colorado Form ** 0104CR Part II a required form to claim credit for taxes paid to ****************** a result, I was double-taxed on over $30,000 of income: New York withheld tax on this income, and Colorado taxed it again in full. This led to an overpayment of more than $1,200, which I only discovered after weeks of back-and-forth with the ****************************** and filing an amended return myself.I paid $248.40 for TurboTaxs service, trusting that it would correctly handle my return and required state forms. Instead, their software created a serious financial burden due to a missing credit form they should have accounted for.I am requesting a full refund of my $248.40 payment. I have also filed a complaint with the *** due to the seriousness of the issue and the financial harm it caused.

  Business Response

  Date: 05/22/2025

  To whom it may concern, 

  We appreciate you reaching out to Intuit through the Better Business Bureau (BBB). However, the BBB is not a support channel for Intuit. It sounds like you may be experiencing some issues with one of our products, and we want to help. 

  If you have not yet contacted Intuit Support, please start there by visiting *********************************************, or accessing your in-product help menu. Intuit has a team of experts who are well-prepared to help resolve any issues you might be facing.
  

  Once you've contacted Support, you'll receive a case number. If the expert is unable to resolve your issue, just reply to this BBB thread with your case number and we'll look into it further for you.
  
  Thank you for being an Intuit customer.
  
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23364555
  
  I am rejecting this response.

  
  Intuits message did not address the substance of my complaint that TurboTax failed to include a required state form (Colorado ** 0104CR Part II), resulting in double taxation on over $30,000 of income and an eventual overpayment of $1,252, which I was forced to recover through an amended return filed manually with the State of Colorado.

  
  I already contacted TurboTax support. They were not able to assist and pointed me in circles without any accountability for the issue. This is why I escalated to the BBB and filed formal complaints with the FTC and the California Attorney General. The issue is not a generic support case it is a case of software failure and financial harm.

  
  I am seeking a full refund of the $248.40 I paid for a tax service that did not properly fulfill its responsibility for multistate filings. Directing me back to product support is not an appropriate or sufficient response.

  
  I remain open to working toward a fair resolution, but this reply does not demonstrate good faith effort.
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 05/28/2025

  To whom it may concern,

  We received the additional information on behalf of Ms. ******** regarding TurboTax. Thank you for the opportunity to respond.
  

  We could not locate any recent cases in our system to indicate that Ms. ******** has spoken with Intuit Support. We kindly request that she give our experts a chance to help before taking further action, or provide a case number from within the last 30 days when she has spoken with support. We ask this of all Intuit customers. ******************** Support can be contacted at *********************************************.

  Thank you,
  Intuit
  

  
  

• Initial Complaint

  Date:05/22/2025

  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.

  My client paid me for an invoice on May 9th via Quickbooks Online Merchant. I received an email stating they were holding my funds and needed more information. I logged in and gave them the 6 bank statements and the invoice they requested. I waited a few more days and still did not have my money. After about a week, I received another email stating I needed to submit more information. However, the emailed lacked what information was needed. I called the company to get it resolved. They said I needed to upload my clients billing address. I did that immediately and was told I would receive my funds by May 19th. On May 20th, I called again to inform them that I still have not received my funds and was assured it would be handled quickly. On May 21st, I initiated a chat through the website. Again I was assured they have escalated my case. It is now May 22nd and I still do not have my funds. I have asked multiple times why they are holding my money and they cannot tell me a reason. They have kept money from my business for 14 days and from what I can gather it is for no reason. I have been told I gave them everything they needed to move forward. I was also told that holding my money for this long is not normal and not ok.

  Business Response

  Date: 05/26/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. Our records show that the Mr. ********* funds were released and batched to his bank on May 22, 2025. Typically, once funds are batched, it takes 1-2 business days for banks to make them available in customer's account. Due to Memorial Day, Tuesday would be the absolute latest, depending on his bank's processing times.

  Funds may go on hold during credit card processing for various reasons, including fraud prevention, risk assessment, and to protect against potential chargebacks. Payment processors and financial institutions use these holds to ensure funds are available when needed and to protect against fraudulent activity or disputes.

  If he has any further questions he can visit us at ********************************************.

  Respectfully, 

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

  Customer Answer

  Date: 05/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although they did resolve the issue, I am not convinced that the business will not do this again. Standard practice for merchants do not include holding funds for the length of time they chose to do so. I will still be making a review to reflect this. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/21/2025

  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.

  Intuit refuses to provide US based clients with an email address to report technical issues that affect business operations for their Quickbooks online experience. The US is the only country in which an email solutions is not offered. There is no messaging ability on their application either. Their only resource is to require business owners and employees to call or use their chat bot. This process normally takes over an hour and, in cases in which a business owner needs to know if the issue is on their end or not, they will simply "fix" it, provide no explanation on what happened and move on. This is unacceptable. I am only asking for an email address to report issues to for investigation and explanation.

  Business Response

  Date: 06/02/2025

  To Whom It May Concern,

  We have been in contact with ***** ***** and are continuing to work toward a resolution. Thank you for the opportunity to assist with this matter.

  Office of the President - Intuit

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/21/2025

  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.

  Felt a lil scammed. I filed my taxes with turbo tax. I got rejected. Said for the wrong ss# for one of my kids. I was told to get ahold of ss office to make sure the number was right. It was. Call them back. Tried to file again it was still rejected. So I went to h&r block to file and they had no issues. So the issue was on turbo tax end. I asked them for a refund. They said since I submitted payment no refund. No matter the issue.

  Business Response

  Date: 05/28/2025

  To whom it may concern,
  
  Our office has contacted Mr. ***** and worked with them to address their concerns.
  If they should need further assistance, please visit us at *********************************************.
  
  Sincerely,
  
  Intuit's Office of the President 

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my taxes using Intuit TurboTax Online on May 1, 2025. At no point during the process was I given a clear choice between the Free and Premier versionsTurboTax defaulted to Premier without my consent or knowledge. Based on prior experience, TurboTax consistently uses manipulative design to steer users toward paid products. They highlight paid options prominently while obscuring or downplaying the free option, making it increasingly difficult to select the no-cost ********** this specific case, I was never prompted to select a service tierit defaulted directly to Premier. When asked to pay, I assumed the fee was for a standard filing due to rising TurboTax costs, only to later discover it was for the Premier version, which I neither selected nor required. My return involved a single W-2, which the Free version fully supports. I never utilized any features unique to Premier.When I contacted support, I received the following response:Unfortunately, after reviewing your request and in accordance with our refund policy, we are unable to provide a refund for the TurboTax Online product linked to Case #**********.TurboTax Online can be used at no cost up until the point that you submit payment. Once payment has been received, the product is considered to have been used to prepare your taxes, regardless of whether you print or electronically file your return, or if it's rejected.This is an unacceptable and misleading policy. Simply paying under the false impression that it was required does not constitute valid usage of an upgraded service I never opted into. It is entirely within TurboTaxs ability to verify that I did not use any Premier-exclusive features and to issue a refund accordingly.This practice is deceptive and undermines customer trust. I am requesting a full refund for a service I did not CHOOSE or USE.

  Business Response

  Date: 05/22/2025

  To Whom It May Concern, 

  We understand the concerns raised by Ms. Edessa regarding the TurboTax fees, and we appreciate the opportunity to clarify and respond to these concerns following our discussion. Upon a thorough review of her tax return, it was noted that the return includes business expenses listed on a Schedule C. Such complexity in a tax situation necessitates the use of our Premium version of TurboTax, rather than the Free version. This ensures compliance with *** requirements and accuracy in tax processing suited to the specifics of Ms. ******** tax situation, thereby confirming that the return does not qualify as simple.
  
  In addition to this, it was confirmed that while she did not utilize the TurboTax Live portion of the service, the non-refundable nature of the TurboTax Online software was correctly communicated. Recognizing the concerns expressed and as a gesture of goodwill, a partial refund of $69.00, with taxes amounting to a total of $73.57, was issued back to the card on file. Please note that due to the upcoming holiday, there might be a short delay in processing, with the refund expected within 5-7 business days.
  
  Looking forward, we have advised Ms.Edessa on the procedures to choose an appropriate version of TurboTax for future filings. This includes guidance on how to execute options such as "Clear and Start Over" or "Switch Products" before any payment is entered, ensuring the right product choice as per the tax filing needs.
  
  We value our customers and are committed to providing them with clear, accurate, and timely tax filing solutions. We have ensured that all details regarding downgrading and switching products are readily available for our users' convenience.

  Respectfully, 

  *****

  Case Manager | Office of the President

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23361433
  
  I am rejecting this response because I don't have a business and the deductions I included are not for business but a baby sitting job that I do. For that, the Deluxe version is good enough not the Premier. Again, I was not asked to pick Premier, it was not done with my consent so everything out side of Deluxe charge should be refunded. I didn't use any Live Assistance. I should not be charged for services I didn't use at all. 

  The system is set up to be very manipulative and I am certain that many like me never opted for a specific options and were charged based on the default. I know that this is a business but tricking people to make money is not ethical. Money taken for services not provided should be returned. The Deluxe version suffices for the deductions I included for the baby sitting job but even that, I was never given the option to choose. I am requesting a refund of all amount outside of the charge for the Delux one. 
  
  Sincerely,
  
  Belaynesh Edessa

  Business Response

  Date: 05/30/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. Ms. Edessa stated she was never given the option to upgrade to the TurboTax Premium version. She has been using this version since 2022. When she returned to TurboTax this year and landed on the welcome back screen, she was in the Premium version. While she had the option to explore other tax products that might better suit her needs, she chose to remain in the Premier version.

  Ms. Edessa stated that she does not have her own business and should be in the free version as she is a babysitter. She is in the Premium version because she reported self-employed (business) expenses under Schedule C to the **** including deductible meals and cell phone bill. She successfully e-filed her tax returns on 5/1/202. She reviewed the charges and entered her payment information. The charge for TurboTax is valid. 

  Respectfully, 

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

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We began using Quickbooks Desktop Silver on January 1, 2025. This week (5/19/25), I received two calls from quickbooks notifying me that it was time for a renewal of my annual assistance service (cant remember exactly what it is called), and that the credit card they had on file was being declined. I questioned why I was already being charged anything annual when I had only begun using quickbooks 5 months ago. After further conversation and speaking with more than 1 person, it was confirmed for me that there was a policy change in April of 2025, and previously service calls had been included in whatever I had purchased initially. This was an entirely different service being offered. I was told by more than one person on more than one call that this was a renewal, which would imply that it was something I had previously. It was only through a lot of questioning on my part that the truth became evident. I also dont recall having elected to leave a card on file, and I certainly didnt authorize anyone to charge it. Disappointed to see such extremely deceptive language being used to trick people into purchasing additional services.

  Business Response

  Date: 05/29/2025

  To whom it may concern,
   
  We received the complaint forwarded to us on behalf of ******* *******. We appreciate the opportunity to respond.
   
  We addressed Ms. ********* concerns about a suspicious call from someone claiming to be from QuickBooks who attempted to collect her payment information and caused confusion about her account subscription. Our investigation confirmed that the caller was a bad actor trying to scam her. We then guided Ms. ******* on how to securely access her account information online, schedule a callback within the program, and verified her subscription renewal date and credit card information.
  
  We thank Ms. **************** bringing this matter to our attention and the opportunity to assist. 
   
  Office of the President
  Intuit

• Initial Complaint

  Date:05/21/2025

  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.

  November 22, 2024 We used them for our a customer payment which was received into the quickbooks account we then transferred the instant deposit from quickbooks to our bank account. The account number was wrong so the payment was in limbo and was never received in our account. After multiple calls to quickbooks they told us to cancel the payment on our end so we did and the customer was refunded the money. Now ********************** is saying we still owe them that money. I have called over 20 times and still can not get a resolution. One day I was even on the phone for 5 hours.

  Business Response

  Date: 05/30/2025

  To Whom It May Concern,

  We received the complaint forwarded to us on behalf of ******* *****. We appreciate the opportunity to respond.

  We have been in contact with Ms. ***** and have shared our findings with her. Furthermore, we have offered to assist her to the best of our abilities by waiving all fees associated with the return and any related reject fees, in an effort to ease the financial strain.
  

  Thank you for allowing us the opportunity to assist with this matter.

  Office of the President
  Intuit

• Initial Complaint

  Date:05/21/2025

  Type:Order 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 am a small business owner that is using Quickbooks online merchant account. I invoiced my client two months in a row and they paid the invoices. Quickbooks automatically closed my merchant account and is refusing to release the funds for the second invoice to me or refund my customer. They're simply witholding the funds with no recourse. It is the second time this happens to my businesses and in my prior small business they withheld $8000 for over 5 years. This is a deliberate business decision. I have called customer support many times and they've said they won't refund my customer or send the money to my company.

  Business Response

  Date: 05/28/2025

  To Whom It Many Concern, 

  Thank you for the opportunity to respond. We requested supporting documents from Mr. ***** to verify the legitimacy of the transactions and to ascertain that there were no pending disputes that might justify the funds' withholding. He cooperatively provided all necessary documentation promptly. Our team conducted a thorough review of the provided documents. After confirming that there were no active disputes or other valid reasons to continue holding the funds, we proceeded to release the funds. The funds were released on May 27, 2025, and we have communicated that he should expect to see the funds in his account within one to two business days.

  We understand the inconvenience and potential distress caused by the delay in releasing these funds. Our actions were guided by a protocol designed to protect all parties involved from potential fraudulent transactions or disputes.

  If Mr. Tolka has any future questions or concerns, he can visit ********************************************.

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

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I confirm that my funds were returned to me. While my issue was resolved, the core of the matter is that the business does not provide a method by which to resolve these types of issues. **************** simply stonewalls and says they don't have a way to connect with the risk team. However I was able to connect with the risk team by submitting a claim to BBB. A customer shouldn't have to rely on ******************** to get a satisfactory response from the business. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  QuickBooks was in charge of my payroll. For the second quarter of last year, funds were taken out weekly for each pay period. Funds were allocated for Minnesota tax withholding. Those funds never got submitted to the ****************************. The state of ********* has filed a lien on my company and added multiple late penalties and fees. QuickBooks did not do their job. I've been trying to contact them for 8 months to resolve this issue. I've wasted 20 plus hours of being on the phone with quickbooks. The first few months they assured me that it was all taken care of. I continued to get notifications from the state of my unpaid tax withholding. The tax department at QuickBooks is not accessible to me or any of their customer service representatives or managers. All I wanted was this issue to be resolved and for them to pay the taxes that they have already withdrawn from my account for the second quarter of 2024.

  Business Response

  Date: 06/02/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We informed Mr. ******* that we sent correspondence to the agency on his behalf regarding the proposed resolution of this discrepancy. We confirmed the form was successfully posted for Q2 2024. We explained there is a current balance due of $138.65 that he needs to pay. Once the payment is made directly to the agency his account will be in the clear. 
  

  If he has any future questions or concerns, he can visit ********************************************. We have resources, frequently asked questions, and experts standing by to help.

  Respectfully, 

  *****

  Case Manager | Office of the President