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:05/15/2025

  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.

  Last year sales team suggested I get simple start, which I did, but it created an entirely new company and could not get the data from contractor payments. I had to file a complaint to get some help only to find out they can't transfer the data. I was refunded and then placed a new order under the current company for simple start. AT one point I lost access to estimates and I have limited access when I log in online , doesn't matter the computer. I've called several times on this issue and spent hours on the phone with no solution. I can access most of the features from the app. Since I already have date inputed I would not like to lose anything, but I would like to be able to create estimates and access the features I am paying for. At this time I don't understand why support can't help and I'm tired of them telling me its my browser, cookies, cach, when it doesnt' matter where I log in, it's all the same result.

  Business Response

  Date: 06/03/2025

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

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service 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.

  Dear BBB,Our company, ***************, has been a long-time customer of *******************************************. ******************** has been a resourceful tool for us and the customer service team in the past has been great to us. However, recently we were automatically charged double for our annual renewal; going from $550 last year to $999 this year, with no authorization nor any explanation for the dramatic price increase. We have contacted QuickBooks customer support multiple times to 1) receive an itemized list justifying the almost double price increase and 2) to receive reimbursement for the extra charge. Each time we are on the phone with them, whether its a general customer support representative, a supervisor, or a sales representative, they refuse to help us with these two items and instead keep selling us on products that are more expensive. Mind you, these conversations are hours long each time, and even when we have scheduled calls to talk about this, they fail to join the ********** resolve this, we would like to receive reimbursement for the extra charge for which the company has not provided any justification. In addition, we would hope that QuickBooks applies greater transparency and responsive customer service in the future. Thank you for your help,**** *******

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

   

  We received the complaint forwarded from **** *******, on behalf of the business owner, ***** ******* thank you for the opportunity to respond.. We have escalated this matter to one of our senior experts, who has engaged directly with Ms. ******* Our expert provided comprehensive clarifications regarding their billing inquiries and confirmed the accuracy of the charges for their QuickBooks Desktop subscription, which were found to be correctly billed without any additional services. Thank you again for giving us the opportunity to address this matter.

   

  Respectfully,

   

  Intuit

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23333171
  
  I am rejecting this response because:

  I am informing you that *********, a long time user of **********************, has filed an official complaint.  The company renewed our subscription at approximately double the previous year price without any authorization.  Our efforts to communicate our dissatisfaction have been unproductive and time consuming. 
  We extend our offer to cancel the existing service upon full reimbursement of our payment and subsequently, to withdraw our complaint. This offer shall remain in effect until May 28th.
  
  Sincerely,
  
  **** *******

• 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.

  In June 2024 I began having problems signing into quickbooks online. When I try to sign in it says no user exists with this username. When I try to make a new account, it says one already exists. I have spoken with tech support on multiple occasions and they haven't corrected this. Meanwhile they have been automatically billing me monthly for the last year. They seem to have zero intent to help me or stop billing me for a service I don't receive.

  Business Response

  Date: 05/15/2025

  Hi Mr. ***************** 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.  
  
  Intuit has a team of experts who are well-prepared to help resolve any issues you might be facing. Please follow one of the two steps below, depending on your situation:
  
  1.) If you have not yet contacted Intuit Support, please start there by visiting *********************************************.
  
  2.) If youve already worked with Intuit Support, have not reached a resolution, and have a case number, 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:05/15/2025

  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.

  I had previously spoken to a representative on the phone about having my order refunded and its been weeks with no refund. I attempted to file my taxes through them, I filed married and separately. Because of my tax situation and certain forms I have to file a particular way and I was prompted for payment for access to certain features to continue filing before my information was accurately and completely inputted. Post payment I was no longer allowed access to certain sections of my returns. Sections are incomplete. I spoke to support about this, it took forever to get them on the phone and even longer to find someone who was even able to understand my problem. I dont remember who I spoke to but I was told a ticket for reimbursement would be submitted. This was on 2/11 I called 2/12 because I could not get anyone same day. I had to seek an in person appointment to get them properly done by another service because I cut it pretty close to the mailing deadline.

  Business Response

  Date: 05/15/2025

  Hi Ms. ******************** 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.  
  
  Intuit has a team of experts who are well-prepared to help resolve any issues you might be facing. Please follow one of the two steps below, depending on your situation:
  
  1.) If you have not yet contacted Intuit Support, please start there by visiting *********************************************.
  
  2.) If youve already worked with Intuit Support, have not reached a resolution, and have a case number, 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: 05/15/2025

   
  Complaint: 23331562
  
  I am rejecting this response because I have previously contacted them through their designated channels. It took a ridiculous amount of time and being passed around by representatives to even get someone who properly understood my issue. I was already told Id be receiving a refund and have not received anything. They may have someone reach out to me who already understands my issue or we can leave it where it is. Nothing I do besides document and publish my experience. This is one of many issues they are aware of and still make it extremely difficult to work around. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 05/19/2025

  To whom it may concern,

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

  We cannot locate any recent cases or orders associated with Ms. ************ name, email address or phone number. We ask that Ms. ********** provide the email address, phone number, order number, or case number associated with her TurboTax account so that we may proceed. Alternatively, she can also contact our support experts using the information provided in our prior response.

  Respectfully,

  Intuit

• Initial Complaint

  Date:05/14/2025

  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.

  TurboTax is an absolute s*** show, from the start it's been a train wreck. I filed my 2024 taxes with them, before the tax deadline. My *** I was stuck with chomped her gums the entire video call all while in the background I hear a barking dog and someone banging on her door. I asked countless times to have the microphone muted and she kept forgetting to turn it back off after speaking with it. It was the most irritating thing. After we finally were able to get my taxes done and having regained my sanity, my taxes were filed and I was told I would owe over $400 for virtually the easiest taxes ever. I have a W2 and some stocks. That's it. They are charging me for "premium full service" surely it can't cost this month. Regardless, I agreed to have it taken out of my tax refund leaving me with roughly $300+ left over. A few days late I receive an email from turbotax saying to "upload my 1095." I don't have a 1095 as I never had insurance through the marketplace for 2024. They kept insisting I find it, again, I DO NOT HAVE ONE. Then when they finally gave up, they asked me to upload my ID. My ID was already uploaded and on file. Then they tell me they have a system glitch and "need time to fix this" this was April 29. Now it's May 13, they STILL have not resubmitted my taxes. This is ABSURD. See the attachment screenshot of their communication with me. Absolutely ZERO progress whatsoever. I appreciate the updates, but this is PATHETIC. Their own tech team isn't even communicating to take care of this. And now I'm worried the *** is going to come knocking on my door because my taxes aren't submitted because stupid TurboTax can't get their s*** together. I want a full refund for my taxes this year and refuse to pay any fees to TurboTax for the ******** "full service" they provided. It's an absolute joke and will make sure myself and family NEVER use this scam service. I could have filed my taxes myself better, faster, and with less stress or worries. STAY AWAY!

  Business Response

  Date: 05/22/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. *******, a new tax expert was assigned to Mr. ********* case. He will ensure all the necessary corrections for his 2023 amendments are properly handled. And ******* will keep working closely with him to make sure his 2024 return is accurately prepared. We are committed to getting these filings completed correctly and promptly.

  Respectfully, 

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

• Initial Complaint

  Date:05/13/2025

  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.

  I selected the basic plan and at some point in their overly complicated and confusing upsell process, they upgraded me to the most expensive package. My tax bill was $205 for the year and I thought I was paying my taxes for the year when I paid $217 only to go to another screen to put in a different payment to pay my actual tax bill. I was told I could receive a refund over the phone only to be denied by email almost instantly. I would like a refund of my payment down to what I should have paid for the basic plan with no state filing.

  Business Response

  Date: 05/23/2025

  To whom it may concern:

  We would like to express our gratitude for the opportunity to address Mr. ***** ******** concerns. We have designated a senior expert who has contacted Mr. ****** in order to assist with his billing issue for TurboTax. The senior expert successfully processed a refund for Mr. ******************* style="font-size: 0.875rem;">Respectfully, 

  Office of the President - Intuit

  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:05/13/2025

  Type:Order 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.

  Paid $247.00 to file taxes using TurboTax online on March 22, 2025. The resulting taxes were not prepared properly and repeatedly rejected. I was unable to file my taxes this way and ended up using a different business. My complaint is that TurboTax did not provide the service that I paid for.

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

  We are currently still working with ****** ****** with their tax concerns at this time. We appreciate the opportunity to respond regarding this matter.

  Respectfully,

  Office of the President - Intuit

• Initial Complaint

  Date:05/12/2025

  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.

  Their website (TurboTax) is misleading. Makes you believe one thing until its too late. I was also charged for services I did not purchase or use. *** never purchased the deluxe option. And for the last two years I paid for it without even knowing. I discovered with my own research that it somehow is possible to downgrade to free version, but that is not posted anywhere and you have to search for it.I have been trying to find out how to dispute this but their business has no way of allowing it. I have no found a way to file a dispute or claim.

  Business Response

  Date: 05/21/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. The TurboTax Free Online Edition caters primarily to users with simple tax situations, generally involving only the Form 1040 without additional forms or schedules. Given that Mr. Kale's situation includes the need to file Form 8962, our system requires an upgrade to a version of TurboTax that accommodates this more complex filing requirement. He is not eligible for the free version.

  For customers who have not yet finalized payment or submission for the current tax filing, they have the option to downgrade TurboTax to better fit their needs. Here are a few steps they can take:

  To Clear Your Current Return & Start Over:
  While working on the 2024 tax return online, navigate to "Tax Tools" on the left side of the screen and select "Clear & Start Over."

  
  To Switch to a Different TurboTax Online Product:
  Open the return, go to the left menu, and select "Switch Products."
  Click on "Downgrade" if applicable, given that the return hasnt been filed or registered yet.

  Please be aware that our pricing structure is transparently shown on our website and within our software prior to any upgrades. Should the tax situation demand additional forms, customers will be prompted to upgrade. At that juncture, they have the option to continue with the upgrade or to stop using TurboTax. By proceeding with an upgrade and accepting the associated fees, they acknowledge satisfaction with our product as per our terms of service, which include a non-refundable policy.
  
  For further support or any additional questions he might have, he can visit Intuit's support portal at **************************************************;

  Warm regards,

  
  Sonia 
  Case Manager | Office of the President

• Initial Complaint

  Date:05/12/2025

  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.

  This is a case of both ************* and double billing. On 03/15/25, I purchased tax software from Intuit Turbotax, Turbotax Desktop Home and Business Tax Year 2024 WIN Download with State, Order #QSTCD289377234, and paid the requested $138.61. On 03/28/25, after finalizing my federal and state tax returns, my Turbotax software indicated that I needed to pay it a charge in order to file my tax returns. Having forgotten that I had already purchased the software thirteen days earlier (I am 79 years old), I paid the 03/28/25 charge.When I received my **************** statement, I discovered that Turbotax had charged me, not only for the March 15 $138.61 purchase, but also $276.18 for a March 28 purchase, which Turbotax characterized as Turbotax Live Assisted Premium Tax Year 2024, Order #TTWC5ED100848840. This was double billing. But I had never knowingly purchased or used live assistance. On 4/10/ 25, I complained in my Turbotax online account regarding the double billing, Turbotax Refund Request Case Number **********, and, in less than one hour, Turbotax denied my request for a reason that did not apply to my situation. I then mailed a dispute to my credit card company with a copy to the President of Intuit TurboTax. TurboTax then contacted me by phone. B2C Case: OOP-*******. On April 30, 2025, I spoke with TurboTax customer care representative ***** C. She refused to refund the $276.18 that TurboTax had required me to pay on 03/15/25 to file my tax return but did refund the $138.61 I paid 03/15/25 for the tax software that I wanted. Refund SFDC05391760. That was bait and switch. Thank you for your attention to this matter!

  Business Response

  Date: 06/03/2025

  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: 06/03/2025

   
  Complaint: 23317966
  
  I am rejecting this response because, after double billing me, Intuit has now reimbursed me for the less expensive ($138.61) service that I had requested and has refused to reimburse me for the more expensive service ($276.18) to which Intuit had switched me without my knowing consent. Therefore, Intuit still owes me an additional $137.57 in order to fully reimburse me for the $276.18 service to which they switched me without my knowledge.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/12/2025

  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 income tax return married filing jointly with my deceased spouse. I used TurboTax assistance and consulted with specialist to make sure I would not have an issue. I received my state refund with no issues. My federal refund was also supposed to be direct deposited but for some reason was unable to be processed. Intuit sent me a check minus fees in my deceased spouses name only. I am unable to cash my refund. I have contacted turbo tax customer service 11 times and have received no answer on how to get my refund check changed with my name on the check. The estate is closed and his name is not on any bank account.

  Business Response

  Date: 05/22/2025

  To whom it may concern, 
  
  We are actively assisting ***** ******* with her concerns, and are waiting to confirm she receives her new check by June 6. 
  
  Respectfully,

  
  Intuit's Office of the President