Complaints

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

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• 

  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:05/20/2025

  Type:Delivery 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.

  Order Number: TTWC5WA690149436 Order Date: 04/14/2025 Payment Authorization Code: *****Z Mastercard ending in 7415 ORDER SUMMARY TurboTax Live Deluxe 2024 $77.40 TurboTax Online State VA 2024 $55.20 TurboTax Online State DC 2024 $69.00 Subtotal $201.60 Estimated tax $12.09 Order total $213.69 I opted for the Live Deluxe tier of support because I foresaw needing expert guidance to make sure I completed my taxes correctly. Early into the process it became clear based on questions posed by the TurboTax platform, that it was appropriate to report that I worked in ** (in addition to DC) while living in **. According to prompts in the platform, my situation warranted filing in VA in addition to **. I requested a support call for clarification. I was advised by support to file in ** and request a refund in the amount of state tax reflected on my W2 from my VA job. Before filing, I spoke the next day with 2 additional customer service ***** who also advised I file in ** in addition to **. All 3 tax support **** I spoke with assured me it was appropriate to file in **, all while having the ability to view both my DC and VA W2s, neither of which actually reflect having paid a VA state tax, upon closer inspection.I generally appreciated the supportive tone shown by all representatives I spoke with, however all 3 advised me incorrectly. All indications I was given clearly pointed to filing in two states, without *********** a result, I have filed my DC state taxes incorrectly, as I wrongly reported paying VA state taxes via my VA job (when it turns out I hadnt), and I paid TurboTax for VA state tax filing which was plainly not necessary or appropriate.I ultimately feel it is misleading of TurboTax to sell a service offering expert support that is plainly not that at all. I fault TurboTax for that, and not the representatives I spoke with. My attempt to be refunded via TurboTax wad immediately rejected, with no effort made to rectify the situation or take responsibility.

  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 Mr. ******** issue with his 2024 TurboTax filing and successfully assisted him in amending his taxes. We also refunded him for the services.

  We thank Mr. ****** for bringing this matter to our attention and the opportunity to assist. 
   
  Office of the President
  Intuit
  

  
  

  Customer Answer

  Date: 06/01/2025

   
  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. I will note that ***** was incredibly patient, thorough and kind in the process of finding a resolution - her approach was greatly appreciated.

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

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my taxes through turbo tax on 02/26/24. FEDERAL $1,030 Return accepted 02/26 see fees deducted Up to 5 days early -$27.44 Pay with your refund $0 TurboTax fees -$214 Important:Net refund Important:$744.66 This is the earth statement from their website. I also received a letter from the *** stating that my return was taken for a child support obligation in the amount of $********* refund total amount was $1,130 before they had taken those fee's But only paid $730.00 to the ****** ban account had been overdraft twice and has incurred fee's due to nsf.I was already charged for this and now I am out of pocket the for the fee's owed to the bank.

  Business Response

  Date: 05/20/2025

  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 *********************************************. 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: 05/20/2025

   
  Complaint: 23352268
  
  I am rejecting this response because:

  I cannot get in touch with a live person at intuit. They have failed to remedy my situation. I am out of pocket my funds that intuit has negligently taken. As of now I will be contacting an attorney to ensure litigation and also am contacting the *************************  Stealing from me is prohibited. 

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

  Business Response

  Date: 05/28/2025

  To whom it may concern,
  
  
  We worked directly with ****** ******** and addressed their concerns. 
  
  
  Respectfully,
  Intuit's Office of the President

  Customer Answer

  Date: 05/29/2025

   
  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:05/19/2025

  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.

  On May 15, 2025, I mistakenly filed for taxes due to a lapse of judgement caused by my mental state. I paid $203 for a product that I didnt need and when I requested a refund, TurboTax denied it despite me explaining my circumstances. I feel that paying that amount of money for no reason and not getting refunded for it is unjustified, especially since my mental illness is not something I can control.

  Business Response

  Date: 05/28/2025

  To Whom It May Concern,

  We have been in contact with ******* ****** and have provided a refund. Thank you for allowing us the opportunity to assist with this matter.

  Office of the President - Intuit
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed online order # TTWC5ED865386279 on April 7, 2025. I was overcharged by $188.10 for ************ that I never used. I filed request for refund and was denied. They say once you hit button then you cant get refund. How are you supposed to file your taxes if you cant submit button? If I didnt submit button, then my taxes couldnt be filed, but I had no way to dispute the charges at that time. I request full refund or reduced to the service I did use, which was online only.

  Business Response

  Date: 05/21/2025

  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 

  Customer Answer

  Date: 05/28/2025

   
  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,
  
  ****** R *****

• Initial Complaint

  Date:05/18/2025

  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.

  I purchased Quickbooks online basic on 10/20/24 for $17.50 (50% off promotion) and had upgraded to multi currency for $65.00. I was not happy with multi currency feature so cancelled the subscription on 12/20/24. I called Quickbooks customer support and asked them how to downgrade to basic. The customer representative told me to click "re-subscribe" in order to downgrade. My credit card was charged immediately but it was later discovered that you cannot downgrade from multi currency and that I would have to create another account using a different email address. I was told I would be given a refund. I followed up 12/30/24 and received an email confirmation saying they will process a refund within 7-10 business days. On 2/3/25, I realized a refund has not been processed. I called Quickbooks support and I was told refund would be processed. I asked for an email confirmation and received an email confirmation. On 4/16/25, I realized I have not received a refund. I have so far spent hours on the phone with customer service, and have received email confirmation but still no refund has been processed. See email confirmations from 12/30/24 & 2/3/25; I have uploaded pdf file.

  Business Response

  Date: 05/20/2025

  To whom it may concern,

  Our office has contacted Ms. *** 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:05/18/2025

  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:I filed my 2024 federal tax return using TurboTax. While preparing my return, the software indicated that I would owe a tax underpayment penalty ($274). The tax summary reflected this penalty as part of the total amount owed. I relied on this information and paid the full amount TurboTax said I owed.However, after receiving a notice from the ***, I discovered that the penalty was not included in the actual filed return (Form 1040). As a result, the *** is now billing me for more penalty ($337.85) than TurboTax originally told me was already accounted for.This appears to be either a calculation or filing error on TurboTaxs part. According to TurboTaxs 100% Accurate Calculations Guarantee, they are supposed to cover any penalties and interest resulting from their software errors. I believe this situation qualifies.Desired Resolution:I would like TurboTax (Intuit ***** to reimburse me for the *** penalty and any associated interest ($337.85), in accordance with their advertised guarantee.I have documentation including the TurboTax summary, the filed return, and the *** notice, and am happy to provide it upon request.

  Business Response

  Date: 05/19/2025

  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 *********************************************. 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.
  ********************
  
  

• Initial Complaint

  Date:05/17/2025

  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.

  Quickbooks by Intuit changed the way they file payroll taxes. As a result they deducted payroll taxes from my account twice...once when quickbooks payroll paid my employees and the same amount again when they filed my ******** accountant said this is fraud. The second time Quickbooks deducted the tax money from my account it seems like it did not go to IRS.I have spent more than 68 hours on the phone and quickbooks personnel did not know what happened or why the money was deducted twice on behalf of *** but only paid once. The question were did that money go?I have hired a *** and paid him hundreds of dollars and he can not figure it out either. It looks like this is a case of fraud.

  Business Response

  Date: 05/23/2025

  To whom it may concern,
  
  We worked with ****** Ford  and addressed his concerns. 
  
  Respectfully,
  Intuit's Office of the President

  Customer Answer

  Date: 05/23/2025

   
  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:05/16/2025

  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.

  Our company suffered a loss of over $33,000 due to Intuit/QuickBooks Payments reversing three fraudulent ACH transactions after we had delivered products. A scammer used a hacked bank account to make turf purchases through the QuickBooks platform. After we fulfilled the order, QuickBooks reversed the payments without our authorization and refused to offer any dispute process.We then severed bank access, but QuickBooks withheld $13,000 from a new, unrelated customer payment. Eventually, they forced us to pay an additional $20,000 to close the matter for a total loss exceeding $33,000. Their legal department cited their contract as justification and denied any option to dispute the matter, even though the product was picked up and never returned.The turf was later reported seen out of state, and we have reported the incident to the ***. QuickBooks showed no willingness to help investigate, recover the product, or protect us as a merchant. Their only concern was repayment. This situation caused serious business disruption, additional debt, and hours of time reconfiguring banking, payment systems, and accounting software.We request a full refund of the $33,000, an acknowledgment that this was fraud and not GoTurfs fault, and that QuickBooks review its merchant policies to allow for fair dispute handling in the event of fraud.

  Business Response

  Date: 05/28/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of **** *****. We appreciate the opportunity to respond.
  
  We reviewed ****** issue and the concerns raised regarding the transactions processed through QuickBooks. We have provided **** with our terms of service regarding merchant liability, which outlines the responsibilities and protections in place for both parties involved in the transaction process.
  
  We regret we could not reach a mutually agreeable position, however we stand by our position and terms of service on this matter.
  
  We thank **** for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23339378
  
  To whom it may concern,
  Thank you for forwarding QuickBooks response. We respectfully reject their position and maintain that our complaint remains unresolved.
  
  QuickBooks continues to rely on their one-sided Terms of Service to disclaim any responsibility for the multiple fraudulent ACH transactions that caused our company, **********, to incur a confirmed loss of over $30,000, including $24,747 in unrecoverable physical product that was delivered in good faith.
  
  Despite their position as merely a payment processor, QuickBooks provided no fraud flagging, no dispute procedure for ACH, and no opportunity to protect our business from loss all while continuing to process and remove funds from our account even after we disabled access.
  
  We find it unacceptable that there is no recourse for merchants using their system to contest fraudulent reversals, especially when the products were delivered and the funds were initially verified. This presents an unreasonable risk to small businesses and undermines trust in QuickBooks platform.
  
  We request that this complaint remain open in the BBB system to reflect the unresolved nature of our concern. While we are not pursuing litigation at this time, we have filed complaints with the **** and ***, and will continue to document our losses for regulatory and public awareness.
  
  Thank you for your continued assistance in this matter.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/16/2025

  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 set up an account with ******************** Quickbook Online to invoice and handle payments from customers. The company allowed me to invoice and receive two payments. After a third payment was submitted the company flagged my account as needing additional information and held the third payment. I was asked to submit my EIN letter, which I submitted to the company. After submitting the requested information, the company continued to hold the payment and not release the money to me. I asked for additional information as to why my account was on hold which no one could provide. I was told I would receive an email with additional steps I could take to resolve the issue. I never received that email. Subsequent phones call did not yield any additional information or resolution. I finally requested for the company to refund the money to my customer so that I could send them a new invoice and get my money via another payment system. I was told the money would be refunded, however, upon checking my account after 48 hours I found that Intuit was now holding the refund. Again, there was no additional information or explanation for why the refund was being held. I have called multiple times and have not been able to get any information on why the money is being held nor have I been given any timeline for resolution. Upon further research I have found multiple reviews from individuals who have experienced the same issue and now firmly believe this company is a scam and engaging in fraudulent activities.

  Business Response

  Date: 05/26/2025

  To Whom It May Concern,

  Thank you for notifying us about the concerns raised by Mr. ***** ******* regarding the withholding of a customer payment and the challenges he faced when trying to process a refund back to his customer to receive payment in an alternate form. We escalated Mr. ********* case to one of our senior experts, who has since engaged directly with him. Our expert provided a detailed explanation of the transaction processes involved and clarified the reasons behind the apparent withholding of the refund. We are pleased to confirm that the issue has been resolved  Thank you again for giving us the opportunity to address this matter.

   

  Respectfully,

   

  Intuit

• Initial Complaint

  Date:05/15/2025

  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.

  My name is ****** *******. I am an attorney and member of the ************** since 1980. For the last 20 years I have been using Quickbooks for the sole purpose of generating monthly invoices for my clients for my services. Unknown to me, there is a little square on the left lower portion of the invoice which repeats "Pay the Invoice". It is the first time I noticed it. It is redundant and useless. What I didn't know is an unsolicited offer to make the payment using Quickbooks which in my entire life has never happened. One client who always pays through ***** was curious, clicked on that little square, and I was notified that "they received payment of $3,600 from my client ***** ********", but I didn't receive the funds. When I found out it was a system of payment which I didn't want, after spending a few HOURS on the phone with completely incompetent people, I was first told that all I had to say was I reject the payment from Quickbooks, another time an ******** of Quickbooks said she was going to guide me to reverse the transaction, a third ******** of Quickbooks told me that payment was going to be made within 24 hours and my client would have the funds back to pay me directly the $3,600, but nothing is happening and today I am told that in order to have the privilege of chatting with those incompetent people, I have to upgrade my subscription to Quickbooks. I have an exceptional reputation as a lawyer in ******************** and I cannot spend any more time with people who are incompetent and behave like thieves. The use of that little square by my client was unfortunate, he didn't know what it was, rectifying that mistake should have been a simple matter so I was told by Quickbooks who is now making me lose my time and my concentration on my work. In order to avoid any legal action, I think that it would be appropriate for the Better Business Bureau to tell them that they have been the subject of a complaint and that they should behave professionally.

  Business Response

  Date: 06/04/2025

  To Whom It May Concern,

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

  Office of the President - Intuit