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:05/06/2025

  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 bought the Turbo Tax service for about 120 dollars. While in the middle of doing my taxes with Turbo Tax online, a window came up saying I could not proceed. There were some directions to follow (so I could proceed), but the directions were wrong. As a result, I could not finish my taxes. I had to call the Turbo Tax number and pay more money to Turbo Tax so I could finish my taxes. I would not have had to call them if their directions had been correct online. I want a billing adustment. I want the fee for having to call in refunded.

  Business Response

  Date: 05/19/2025

  To Whom It May Concern,

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

  Office of the President - Intuit

  Customer Answer

  Date: 05/24/2025

   
  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:05/06/2025

  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.

  Like every year before, I used TurboTax Deluxe to file my taxes. I entered all of the information without live assistance. When I got my refund, I noticed it was much lower than expected. When I went back to check my filing, I saw I was charged for TurboTax Live Deluxe. Instead of the $59 I have paid each prior year, I was charged $129 for a service I did not use.

  Business Response

  Date: 05/06/2025

  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: 05/06/2025

   
  Complaint: 23294694
  
  I am rejecting this response because:

  My issue is not resolved.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

  We attempted to reach out to Ms. ******* ******* on May 9th, May 12th, and May 19th by phone and email and was unable to reach her. If she still needs assistance, we will be more than happy to reach back out.

  Respectfully,

  Office of the President - Intuit

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  

  I was able to resolve this issue through Intuit's customer service. I received a refund for the charges. 

  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:05/06/2025

  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.

  I filed my taxes electronically with TurboTax back in February 2025. My paperwork did not get transmitted to the *** until April 1st, 2025 they're telling me I didn't filed my taxes on April 1st which I did not and what. I asked her to look at the paperwork where my signature is and my date she said she cannot see it. I have been sitting here almost 3 months waiting for my taxes. Can you please help me?

  Business Response

  Date: 05/07/2025

  To Whom It May Concern,
  
  Thank you for the opportunity to address this matter. We have reached out to *** ***** to clarify the timing of her tax return submission. We explained that, contrary to her belief that she filed in February, her tax return was actually electronically filed to the ************************ (***) on April 1, 2025, at 9:56:34 AM. This discrepancy may have arisen due to a misunderstanding. To assist her further, we have directed *** ***** to the *** website, where she can conveniently check the status of her federal refund. The link to this resource is ************************************. This tool provides up-to-date information on the progress of her refund, which should help alleviate any concerns about the timing and processing of her return.
  
  We value *** ******* trust in our service, and we are committed to ensuring that she has all the necessary information and support to resolve her queries satisfactorily. If she requires further assistance or additional information, our customer service team is more than willing to help she can visit us at visit ********************************************.
  
  Thank you for bringing this issue to our attention, and we are hopeful that our response has helped clarify the situation for *** *****.
  

  
  Best regards,

  *****

  Case Manager | Office of the President

• Initial Complaint

  Date:05/06/2025

  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 on 4/30/25 withdrew $1537.91 for my Indiana Unemployment Tax which is usually $150 for the entire year. Right away I knew this was an error and contacted Intuit customer service. The agent Drumel (not sure on spelling) did admit that this was their error. He opened an investigation and told me I should hear something Friday (5/2/25). Since I did not hear back, I called again 5/5/25 and remained on hold for an hour so I could speak to a supervisor. ******, said that "100% this is their error" but did not know when I would receive my money. He advised me to call Indiana Unemployment to make sure they did not receive. I had already looked online at my account and could see that they did not have it but did also call and they confirmed they had not received this overpayment. I am a small business so taking out over $1500 out of my account is meaningful. I am very upset and getting no where with Intuit.

  Business Response

  Date: 05/15/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We have been in contact with Ms. Maclaren and are currently addressing her concerns. We hope to have her case closed soon. 

   

  Warm regards,

  *****
  Case ********************************************** of the President.

  Customer Answer

  Date: 05/21/2025

   
  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 have received my money back that they took out in error. Thank you !
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/05/2025

  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 April 15, 2025 I logged in to file my taxes. I was asked if I wanted to do free or upgrade to max for $70. I chose thr free edition. I get to the end of submitting all my information and it goes through all the reviews to make sure nothing is missing and says I am ready to efile. At this time it is well past 10pm, and I need to get these filed. When it comes to payment I knew I would be paying for the state portion to file taxes. What I did not expect was a $209 charge for a product called "live assisted premium." There was no option to remove this product, and I was never asked if I wanted this added. Being it was late, and I needed to get my taxes filed, I paid for everything thinking I could call turbotax customer service and request a refund since I did not add the service thinking it was some sort of glitch. I call them on 4/16, and the lady stated because I had used it last year its automatically applied to the next tax year. I told her that seems really shady because I wasn't given the option to remove it or consent to wanting it again. Last year I had several different forms that required the additional assistance but this year I had W-2 forms and wanted to file for free. She walked me through the process to request a refund but I never heard anything. I reached out today, 5/5, and I am again told I have to call them in advance to have this product removed. I told the guy that I didn't even know it had been added because I was never prompted to add it. He said because I added it last year that it didn't matter if I hit file free. Only they can remove this, and I will have to call next tax season before I file to have this removed. He sends me a refund request and Intuit replies they cannot issue this refund because its assumed I used the product. I explained it was 4/15, and customer service was closed and I couldn't get it removed nor was I made aware that this was automatically added to file. I was charged $209 for a hidden fee/program and want refunded

  Business Response

  Date: 05/14/2025

  To Whom It May Concern,

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

  Office of the President - Intuit

  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/05/2025

  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.

  TurboTax incorrectly applied a $69,552 Qualified Business Income (***) deduction to my 2024 tax return, despite my Schedule C showing a net business loss of $69,552. This contradicts *** Publication 535 and has created a potential $24,000 federal tax liability.On May 5, I spent over 3 hours in chat with multiple TurboTax agents. They reviewed the return, acknowledged the *** error, and assured me that a *** would reach out by email the same day to help correct it. That did not happen.The next agent claimed there were no notes of that promise and told me nothing could be done. I declined phone contact due to my work schedule and was repeatedly told email-only contact was possible.I have screenshots and chat transcripts documenting the promise of same-day CPA contact and the acknowledgement of the TurboTax software failure.I am requesting:A formal written response A CPA to assist with filing a corrected 1040-X Documentation of how this error occurred and what Intuit will do to prevent it

  Business Response

  Date: 05/13/2025

  To whom it may concern,

  We received the complaint forwarded to us on behalf of ******** ******. We appreciate the opportunity to respond.We investigated the root cause of the issue and determined that there was no error made. No Qualified Business Income deduction was applied on the customer's return, in accordance with *** guidelines for taxpayers with negative qualified business income. No amendment is required or warranted, and the return has been accepted by the ***. This information was confirmed directly with ********.
  
  We thank ******** for bringing this matter to our attention and the opportunity to assist.

  Office of the President, Intuit

• Initial Complaint

  Date:05/05/2025

  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 have submitted my taxes using Intuit for atleast 5 years. Straightforward filing each year but last year and this year (2024 and 2025), I added a side business. Very little income and deductions, nothing complicated. Last year, I was charged extra for the added business filing by Intuit. This year, Intuit added almost a $100 more to my filing fee because the site said that I needed live tax help for the business, I did not have any way to not accept it. I had my accountant with me who walked through my taxes and helped me file. I did not need Intuit's help nor did I use live help. In addition, I also didn't see any option to use the live help even if I wanted to do so. I called Intuit's helpline and they were no help at all.Intuit is cheating customers by automatically charging more for services they don't need nor use. In addition, they make is very difficult to get help and there is no obvious way to actually use the services that I am being charged for.

  Business Response

  Date: 05/06/2025

  To Whom It May Concern,

  Thank you for the opportunity to respond. We worked with Ms. ****** and explained that she was not put into the TurboTax Live Premium version automatically. As she did not have the Live version last year, the Live version was added during the interview this year. Please note that the online version of TurboTax is not refundable. As a goodwill gesture, we have partially refunded Ms. ****************** today. She should see this credit go back to the card on file within 5-7 business days.
  

  Next year as a returning customer, she will be placed in the ********************** Live Assisted Premium product. At the start of the process during the welcome back interview, there will be an opportunity for her to select a different product if she prefers. We informed her to make sure to utilize this option to explore other available products that may better suit her needs.  If she misses the option to change products in the welcome back screen, and finds herself in the Premium Live Assist version and decide it's not right, please remember that she have the option to downgrade. She can downgrade by selecting "Switch Products" or choose "Clear and Start Over" to remove the Live Premium Assist feature and select a different service.

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

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

  Customer Answer

  Date: 05/06/2025

   
  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.

  But I want to add the following back to the business: "Thank you for looking into the matter and for the refund.
  
  I want to be very clear - at the beginning when I logged in to start my taxes, there was no option for me other than the TurboTax Live Assisted Premium product. I remember thinking about it and wondering if I can find another option but there was no other option. I looked at it again when my accountant was with me, she commented on it as well. So, hopefully this will get fixed by next year. 
  
  
  Second, I tried to downgrade, I hope you record all calls to your phone **** so you are able to review my conversation but the second hour I spent, with Intuit phone support, was to see if I can downgrade, with the *** on the phone as well as taking over my screen. She even enlisted her manager and they could downgrade me but then I could not complete my taxes because your system said that I HAD to use TurboTax Live Assisted Premium product in order to file.
  
  
  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/05/2025

  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.

  ubject: Formal Complaint TurboTax Premium Failure Dear Intuit Executive Team,I purchased TurboTax Premium and uploaded all of my 2023 tax documents, including a 1099-R with an incorrect Federal tax withholding entry of $30,000 that must be corrected to $11,153. The software does not allow me to amend or edit this value, and I have received no access to live support despite paying for it.Ive tried all the recommended steps, and nothing works.

  Business Response

  Date: 05/05/2025

  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:05/05/2025

  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.

  ****** dollars was the amount I spent on TurboTax to assist me in filing my federal and state taxes for 2024. They did not and could not help me and my taxes did not get filed. I wasted time using their services but they still charged me. I tried to get a refund from them twice but they refused because they said that once I give them my payment info then there are no refunds. I feel this is very unfair and wrong. They did not help me but only wasted my time. And worse, my hard earned money. Please help me.

  Business Response

  Date: 05/14/2025

  To whom it may concern,
  
  We want to thank you for giving opportunity to respond to Riu *******.  We assigned a senior expert that reached out to Riu to help resolve the concern with 
  the TurboTax filing.  The senior expert is continuing to work with Riu on a resolution.
  
  Office of the President - Intuit

• Initial Complaint

  Date:05/05/2025

  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 received only a partial refund for an undue expense caused by the company's website. My tax return was supposed to be completely free due to the fact that it was a basic return. They advertised it that way and when the return was processed, I received charges. I attempted to clear the charges several times on different days and called customer service about this problem several times on different days. I sent an email and did the online request as requested by the company, and was NOT completely refunded for the company error. I need the rest of my money. They owe me $30 since the charge came solely due to their error.

  Business Response

  Date: 05/14/2025

  To whom it may concern, 
  
  Thank you for bringing this matter to our attention and for the opportunity to assist Mr ******* We are currently working with Mr ****** on this matter and will continue to stay engaged with them until we reach a resolution.
  
  Thank you,
  
  Intuit