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.

  5720 Peachtree Pkwy Norcross, GA 30092-2813

• 

  Intuit, Inc.

  PO Box 028525 Miami, FL 33102

• 

  Intuit, Inc.

  PO Box 810032 Boca Raton, FL 33481-0032

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:05/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Intuit is the same as TurbotTax.We used to receive TubroTax via disk via my father. 6 years ago my father passed away, I tried to get his account moved over to my name as I still do taxes for my mom. TurboTax couldn't do it for whatever reason at that time but they were able to input my credit card number into that account. All was good, I would be charged but the disk was sent to my dad's mailing address that my mom still lives at. TurboTax went to subscription and sent the link to my dad's email address which I have no access to and ****** retreive. I've tried working with TurboTax but they cannot help me but still took my money. It is autorenewing so this will keep happening. I had to purchase another instance of TurboTax so I could submit my taxes on time. So I have paid twice with access to only one. I would like my $74.20 credited and my credit card information taken out of the their system.I did by accident put this in as a scam and it's not a scam, just won't refund what I can't access.

  Business Response

  Date: 05/14/2025

  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 

  Customer Answer

  Date: 05/14/2025

   
  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.  

  Thank you for contacting me. I am satisfied with the understanding that I will be credited $74.20 in 2-3 weeks, and the auto renewal is now off. If that does not happen, I will open or if allowed, reopen case up with BBB.  Thank you. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/09/2025

  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 used turbo tax online to do my taxes & at the end it charged me for a deluxe *********** didn't use it nor did I authorize it & was charged 129 dollars. I tried to print receipt at the ******** was blank. I then saw the summary of payment & noticed I was charged 129 dollars. I called the next ********** said to wait 24 hours & file a refund online. I did that today & got a response by email saying that since payment was already made they couldn't refund me my money. I never clicked the upgrade nor did I use it. I didn't have any deductions that would require me to do the upgraded version either.

  Business Response

  Date: 05/28/2025

  To Whom It May Concern,

  We attempted to contact Ms. ***** ******* regarding their TurboTax concerns and were informed they have already resolved their concerns.

  Respectfully,

  Office of the President - Intuit

• Initial Complaint

  Date:05/08/2025

  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.

  On February 18, 2025, I accidentally upgraded from the basic self-employed package to the Assist and Review package. The upgrade prompt repeatedly got in the way, and I unintentionally clicked on it. I immediately contacted Turbotax customer service (Case #*********** and was told that downgrades were not possible at that time. I was advised to complete the filing, pay the fee, and then call back to receive a refund for the overpayment. I was assured this was purely an administrative issue and that the refund would not be a problem.After filing and paying, I followed up as instructed. However, during my second call (Case #**********), I was told to submit a refund request through your online form. I did so promptly, and have now submitted the form three times over the past month with no response.I am requesting a refund for the overpayment for both my return and my spouses return, as they were filed together under the same circumstances. As instructed, I did not use the Live Chat feature, and I followed all the directions provided by your support team.Please refer to the call recording from February 18, 2025, which confirms that I was promised a refund upon filing. Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 05/16/2025

  To whom it may concern,
  
  Thank you for the opportunity to address this issue with Ms ******* request for a refund. Ms ******* expert was able to approve her request once they confirmed that she had contacted support and was promised a refund after purchasing her upgraded Turbo Tax product. 
  
  If you have any future questions or concerns, visit ********************************************. We have resources, frequently asked questions, and experts standing by to help.
  
  Thank you,
  Intuit
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service 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.

  Remove tax from payment as the Church is Tax Exempt. Since your customer service can not do so because of a false verification method, remove the tax, return my $5.00, and do not add tax moving forward. Not sure why it was added to the account. What changed the account?

  Business Response

  Date: 05/14/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of ********* *******. We appreciate the opportunity to respond.
  
  We reviewed Mersadies's issue regarding the sales tax exemption status for ******************************'s QuickBooks account. Upon receiving the updated Sales Tax Exemption form, we applied the sales tax exempt status going forward and processed a refund of any sales tax charges for the last 60 days.
  
  We thank Mersadies for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit

• Initial Complaint

  Date:05/08/2025

  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.

  In April 2025, QuickBooks Capital contacted me regarding a business loan for ********************************* Im listed as a personal guarantor but had no operational authority Im the spouse of one of the owners and was not involved in running the business.I was present on the original settlement call, where a $10,000 payoff offer was made and verbally accepted. The QuickBooks *** confirmed that terms would be sent in writing. Instead, within 20 minutes, I was called separately and told that offer was revoked and the new amount was $58,800 which would only be sent in writing if I verbally agreed. I refused, and immediately a 3rd party who has been helping us navigate our debt while our business shuts down followed up in writing Since then, QuickBooks has refused to respond to emails outside of generic responses and insisted that all further communication be handled by phone which is incredibly frustrating and inappropriate given that this issue originated from a verbal conversation that was later denied. Their refusal to address concerns in writing feels evasive and coercive.Ive attached their written refusal to engage with us and believe this behavior reflects a deeper problem in how they handle settlement discussions and guarantor rights.

  Business Response

  Date: 05/14/2025

  To whom it may concern,

  Intuit's Office of the President received the complaints from ***** ***** and **** ***** (complaint IDs #******** and #********) regarding the outstanding, past due, loan amount. We appreciate the opportunity to respond.
  
  To resolve this matter, a formal settlement offer has been drafted and provided to ***** *****, the Personal Guarantor of the loan, via the email address on file as of May 14, 2025. Should ***** have any further questions regarding this settlement offer, our team can be contacted at ************ from 6AM to 3PM PST, Monday through Friday.
  
  We believe we've addressed the issue and our position is final. Please let us know if further clarification is needed, or if the BBB can close this complaint.
  
  Regards,
  Office of the President
  Intuit

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23304402
  
  I am rejecting this response because:
  

  The settlement offer made on the phone to both myself and **** ***** was $10,000 not $58,000. That lower amount was revoked without explanation.

  They've avoided putting anything in writing and continue to be evasive. 

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

  Business Response

  Date: 05/21/2025

  To whom it may concern,
  
  Intuit's Office of the President received the response to the complaints submitted by ***** ***** and **** ***** (complaint IDs #******** and #********).
  
  As previously stated, to resolve this matter, a formal settlement offer has been drafted and provided to ***** *****, the Personal Guarantor of the loan, via the email address on file as of May 14, 2025. Should ***** have any further questions regarding this settlement offer, including discussing adjustments to the offer, our team can be contacted at ************ from 6AM to 3PM PST, Monday through Friday.
  
  Weve addressed the issue and our position is final. We consider this case closed.
  
  Regards,
  
  Office of the President
  Intuit

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23304402
  
  I am rejecting this response because:

  I am rejecting this response again. 

  Quickbooks continues to ignore the April 24 verbal settlement for $10,000, which was accepted. They've since refused to respond to any documentation or authorization, and have instead pushed a misrepresented settlement number while avoiding all regulator correspondence. 

  This is disturbing behavior from a company this size holding the licenses they do.

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

• Initial Complaint

  Date:05/07/2025

  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 have been having an account for years everytime its time to make a payment it is never accurate, I have asked to speak with a supervisor and I am always told they cant help either they just take complaints, if that is the case they shouldnt be supervisors. I should not have to go through this every month especially when payment is suppose to be made automatically every month

  Business Response

  Date: 05/20/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of ***** ****. We appreciate the opportunity to respond.
  
  We reviewed ******* issue regarding his QuickBooks Online subscription and interactions with our frontline support. We've confirmed the current discounted price of $49.50 activeand have reviewed their interactions with our frontline support. Feedback and training will be provided for any idenified opportunities.
  
  We thank ***** for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  
  Office of the President
  Intuit

• Initial Complaint

  Date:05/07/2025

  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.

  Met virtually with tax expert who is old us how to properly fill out our W4 as we owed in for improperly filling out previously. She was wrong and now we owe another $2900 to irs.

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

  We worked with Ms. ***** ***** regarding their tax concerns and were able to issue a refund of $193.00 for TurboTax Live Assisted with State.

  Respectfully,

  Office of the President - Intuit

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23300808
  
  I am rejecting this response because: turbo tax staff had given me incorrect direction on how to complete our W4 form. Im grateful for the reimbursement for the cost of filing, though because of my main concern, we now owe the *** $2,900. Filing was less than $200, which is not close to what we owe because of the incorrect guidance from their staff.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/28/2025

  To Whom It May Concern,

  We informed Ms. ***** ***** of how tax withholdings worked and it is just an estimate and they are still responsible if shortfall. Ms. ***** used a different tax service for 2024 and we were able to issue a refund of $193.00. We consider this matter closed.

  Respectfully,

  Office of the President - Intuit

• Initial Complaint

  Date:05/07/2025

  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.

  On 3/10/2025 I contacted Intuit Turbo Tax customer support and spoke to ***** about an issue I was having using my credit card to pay for the fee for submitting my State tax return electronically. There was a software issue that did not allow me to complete the screen using my credit card. She remoted into my pc and spent over an hour trying to resolve the issue and was not able to. She finally said for me to have the fee deducted from my Fed Tax Refund which was an additional $50 and that I would be reimbursed for this additional fee. ******* case number for my call was **********, I submitted a separate case (**********) to request the refund. I was denied the refund and spoke to ***** *. in the ********************* on 5/7/25. They said they could not provide the refund as a third party charges the fee. I told them that was not my problem and that I was told to submit using the *** deduction instead of my credit card as a 'work around' and that I would be refunded the difference. Intuit should write off the refund since it was a software issue and not my fault. I also wasted hours on the phone with them.

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

  We worked with Mr. ******* ****** regarding their tax concerns. We informed them we are unable to offer a refund for third party fees but issued one free TurboTax desktop software download for tax season 2025, which will include one set of state forms.

  Respectfully,

  Office of the President - Intuit

  Customer Answer

  Date: 05/20/2025

   
  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:05/07/2025

  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 used this turbo tax software to complete my taxes on April 15th, 2025. I have filed this way for several years and I have never before I had to pay to have my tax refund direct deposited into my checking account. I spent over an hour trying to figure out WHY I was being charged to do my taxes when this is a program that has already been paid for. I don't use the "free" online version. After hours of being on the computer, I finally had to agree to the fees so that I could get my taxes submitted. This seems very predatory as there was no easy way to figure out why the charges were happening or what I needed to correct so that I did not have to pay them. I ran through the prompts no less than 4 times to try to figure out why I was having to pay to get my refund. I also had my father run through the prompts and he too could not figure it out. I was basically trapped into paying for a service, direct deposit, that should have been free of charge. It appears I had to go through a third party to get this refund, and I am not sure why. I didn't realize until today when I received my refund that it was doing that. Their software was not clear on this at all.

  Business Response

  Date: 05/07/2025

  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: 05/07/2025

   
  Complaint: 23298072
  
  I am rejecting this response because: I will reach out via those channels, but I could not find any support while doing my taxes. Thus, this complaint is about the predatory practice of gathering additional, unnecessary payments, before I could file my taxes. I am not sure how you cannot 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/09/2025

  We received the additional information from 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. We ask this of all Intuit customers. ******************** Support can be contacted at ********************************************* or provide us a recent support case number. 
  
  Thank you,
  Intuit
  
  

• Initial Complaint

  Date:05/06/2025

  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.

  TurboTax ********************** was misleading. I filed my taxes on 3/30/25. As I completed my tax return, I was told that I was eligible for the free edition at multiple points throughout the process. However, I was ultimately charged a sum of $111.49 for my federal and state returns because of my higher education tax credit. I am complaining because EVEN AFTER I entered my higher education tax credit, I was still told that I was eligible for the Free Edition. Despite giving me the option to upgrade to a variety of more expensive packages that I did not need, it didnt say that I had to upgrade in order to receive my tax credit. The language implied that I was eligible for Free and could continue to file for free given my profile. It was only at the end that I had to pay. The site never indicated to me that my tax situation would cost extra during the federal tax return process it did the opposite by telling me that I was able to continue to file on the Free Edition without saying I had to upgrade to get my credit. By this point I was already done and it was too late for me to take advantage of the other services included in the Deluxe price. The state return was also misleading, as it says that you are on Free Edition throughout the process but then makes you pay. TurboTax has been the subject of misleading advertising claims and now it appears that I was a victim of such misinformation. When I complained, they said because I had the option to upgrade during the filing process that they couldnt offer me monetary compensation (beyond 20% federal). However my complaint is about the MISLEADING process that I experienced. Im not arguing that they should include higher education tax credits under the simple Free model, but rather that they should not mislead customers by indicating to them that they are still eligible for Free and can receive their credits without upgrading. They refused to offer anything for the state return. This takes advantage of customers.

  Business Response

  Date: 05/07/2025

  To Whom It May Concern,

  We have already communicated with **** ***** about this matter. During our conversation, Ms. ***** confirmed that she was prompted to upgrade to the Deluxe edition, but that step was skipped. Furthermore, the pricing is correct according to the requirements of Form 1098-T, which requires an upgrade to the deluxe edition. Therefore, we will not be issuing any additional refunds as the pricing provided is accurate. Thank you for giving us the chance to help with this issue.

  Office of the President - Intuit

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23296098
  
  

  Thank you for writing back.
  I am still waiting on the 20% refund on the federal return that I was offered and said yes to during our phone call. What is the timeline on this, as it has yet to be posted? 
  
  Regarding the complaint, the nuance here is that I was offered a variety of upgrades such as TurboTax live, identity protection, etc., but these ads did not clearly identify that my credit required an upgrade to be counted. It is my suggestion that this be accessible and clear to customers from the moment their return becomes ineligible for Free Edition. I sincerely hope that my feedback can be used to make the process more transparent and ethical for future customers. Thank you. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/16/2025

  To Whom it May Concern,

  We have been in contact with **** ***** and have explained that the upgrade to the deluxe version of TurboTax was necessary due to Form 1098-T. We've provided the 20% refund, however, it has only been six business days. The refund should be received within the next five business days. Thank you for allowing us the opportunity to investigate this matter.

  Office of the President - Intuit