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.

  2632 Marine Way Mountain View, CA 94043-1126

• 

  Intuit

  30 Rockefeller Plz Ste 4250 New York, NY 10112-0015

• 

  Intuit, Inc.

  PO Box 028525 Miami, FL 33102

• 

  Intuit, Inc.

  (Return Center Only) 120 Hidden Lake Circle Duncan, SC 29334

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:05/05/2025

  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
  
  

• Initial Complaint

  Date:05/04/2025

  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 went to file my taxes for 2024 and my ability to do so was stalled because my lookup of my last year's AGI was not working. It turned out that my federal or state taxes from 2023 had never been filed by Turbo Tax. I was never notified that the e file didn't go through or that I needed to review something before sending it. I am a long time Turbo Tax e filer and thankfully I always make a copy of the returns for my records, I also only pay until I finalize the e filing process. I was on the customer service for hours, it 30 minutes just to get a person. They couldn't explain it to me, they had no records of my tax returns from the prior year but had all of my payment history showing that I payed for the *************** They offered to give me a downloadable version because for some odd reason they didn't have that year available anymore for online services even though other companies do and Turbo Tax usually did. I couldn't download it because I have a Chromebook and I needed Windows. I asked for a refund and they denied my $208 refund. I owed federal taxes, so now I have incurred more interest and penalties on that without knowing. If you are wondering why I didn't notice any tax refund or withdrawals from my account, I began paying for my daughter's college and dorm fees that year and so my balance didn't raise alarm bells for me with so many new large transactions occuring. I am also a very busy mom and teacher, and when I do my taxes over my Spring Break and pay, I no longer think about it because there are more pressing matters in front of me like parent meetings and ****** planning and grading.

  Business Response

  Date: 05/14/2025

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

• Initial Complaint

  Date:05/04/2025

  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.

  My complaint is for the entire TurboTax/Intuit business and not just the location selected (I selected the closest location to me). I upgraded to the TurboTax Live Assisted Deluxe in order to have an ***** review my taxes when I finished to make sure everything was correctly entered. The first ***** that worked with me called me back at 9:02pm and we talked for 20 minutes. She asked if I had any specific questions and I asked for a review of my taxes, however 20 minutes in to our conversation she said they had closed 20 minutes ago (which is odd because that is when I got the call back). She said because they were closed she would not be able to help me further. Of note, I travel for work and had 6 states on my return this year (which yes, would take quite some time to review). I called again to have a different ***** who initially told me the way I filed was incorrect. After 40 minutes of discussion, she said "actually if that's the way you want to file then that's okay." That did not give me any reassurance that my return is correct. In fact I believe I overpaid in taxes I should not have. The reason to have live assistance and to have customers upgrade to options in which they pay to have extra services is to actually benefit from these tax experts. I am very dissatisfied with the service that I received and after being a customer for quite a few years, I will not be using this business again. I am quite disturbed by the interactions I had with these two *****s as they were unprofessional and not helpful with my request. Yes, my taxes can be confusing and time consuming, however that is no excuse to have an ***** say they cannot assist me with reviewing it all. If they were unsure with how to help me, I would have appreciated a transfer to someone else. I do not have their names or numbers but I am sure this can be looked up as I have provided my phone number on this complaint form.

  Business Response

  Date: 05/15/2025

  To Whom It May Concern,

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

  Respectfully,

  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:05/02/2025

  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 business, Solution ********* closed on 12/31/24. After filing our final taxes, I called on 4/4/25 Intuit to cancel all services and subscriptions. I was told we would be issued a pro-rated refund within 5-10 business days since we had paid for an annual subscription on 9/29/24. Since then, I have called numerous times and each time been told the refund would be issued in 5-10 business days. Once I was told it had been issued and I needed to go to my bank and have them research it (which I did). The following week when I called Intuit said it had not been sent but to wait 5-10 business days for the $316.50 refund. I have spent hours on the phone & going to my bank. Today, I was again told it would be 5-10 business days. My Lic # is 1988-8646-5381-391

  Business Response

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/02/2025

  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.

  When I entered all of my information into their system on 3/27/25 for the 2024 tax year, they neglected to calculate my SS benefits that were taxable, using the *** formula, as they did in my 2023 tax returns. I was expecting a refund, but was sent an invoice and correction from the *** because of their programming error but when I called them 5/1/25 to ask why their system didn't calculate my SS taxable amount, they said they and the *** use different calculations and told me I was on my own cause it was my responsibility even if I used their service even though their automatic calculations SHOULD be following *** guidelines. Now I have to contact the OR **** of Revenue to correct my numbers with them and will most likely owe part or all of my State refund. I can provide documents if necessary showing their neglect to include any of my SS benefits as taxable as well as 2023 where they did calculate those benefits correctly. Now I feel as though they just don't care and didn't even care to take the information down to relay to their technicians to fix, even though I asked if they should at least do that. Thank you for your attention.

  Business Response

  Date: 05/07/2025

  To Whom It May Concern,
  
  Thank you for the opportunity to respond to this inquiry. We understand that the Better Business Bureau requires a timely response, and we appreciate the chance to provide clarity on Ms. ************** situation.
  
  We have been actively in contact with Ms. ************ regarding her issues. Our Tax Advice expert, *******, is currently working closely with her to address and resolve her concerns thoroughly. ******* is committed to ensuring that all of Ms. ************** questions are answered and that any issues she is facing are being looked into and resolved with the utmost care and professionalism.
  
  We are dedicated to providing timely and effective support to ensure that Ms. ************** experience meets her expectations and adheres to our high standards of customer service. We appreciate her patience and are determined to assist her to the best of our ability.
  
  Thank you once again for overseeing this process and making sure we adhere to the appropriate response timelines.

  Respectfully,

  *****

  Case Manager | Office of the President

  
  

  Customer Answer

  Date: 05/09/2025

   
  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:05/02/2025

  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 has a 100% guarantee when using full service to let their experts prepare and file your taxes. The preparer made a mistake on my taxes which cost me 3000 dollars and I caught it while reviewing it this year. I am very unhappy I have made multiple submissions on their customer service page which they claim will be reviewed in 5-7 days. However, I am getting automatic rejections within hours no matter what I put in. The mistakes were also confirmed by 2 of their preparers who reviewed my tax form. I have now spent several hours on the phone and on their portal trying to fix their mistake. I believe I have a claim to a full refund of the money I paid in 2023 for this "full service" which only failed me, cost me a ton of money and is now costing me a lot of time trying to get it fixed. I believe it is fraud to claim that they guarantee accuracy and then not even review the case where the mistake has already been confirmed by two of their own ****. I have multiple automated rejection emails from them despite my providing the exact line numbers the mistakes are on. Mistake 1 on Federal return line 4b which should have been filed as 0, instead he put 6500 Mistake 2 on NJ return line line 40b which should have had listed my rent (*****) for a deduction, instead he omitted that information. I have proof on their own website that I provided all the appropriate documents at that time and I went over this information with the preparer at the time. I am not an expert so I trusted their so called expert... unfortunately. All the documents they would need are already uploaded on their online portal.

  Business Response

  Date: 05/05/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of ********************** We appreciate the opportunity to respond.
  
  We reviewed Varun's issue and processed a refund for $584.76. The confirmation number is SFDC05392670.
  
  We thank Varun for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit