Business Profile

Tax Software

Intuit, Inc.

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Complaints

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

Customer Complaints Summary

3,711 total complaints in the last 3 years.
1,265 complaints closed in the last 12 months.

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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:05/01/2025
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.
We are formally disputing the *** Return Debit of $XXXX and Returned Item fee of $XXXX related to our case. We are actively investigating the return and Intuits contributory role. Per UCC ***** and Nacha rules on disputed returns, we request an immediate 30-day hold on collections activity while good-faith negotiations occur. As part of this process, we are requesting the following information:1.A return reason code & date 2.Proof of account-verification measures Intuit used with the purchaser in the case above 3.A general framework of the commercially reasonable security procedures Intuit has in place 4.Copy of any communications sent to the purchaser We sent a letter via email and certified mail to Intuit today. All details of this dispute, our Merchant ID and our Case Number are detailed in this letter sent directly to Intuit.
Business Response
Date: 05/12/2025
To whom it may concern,

We have contacted **** *******, and are actively working to reach the owner of the Intuit account so we can follow proper verification process.

Respectfully,
Intuit's Office of the President
Initial Complaint
Date:05/01/2025
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 am filing a formal complaint against Intuit **** for deceptive sales practices and unauthorized cancellation of services I paid for. On April 18, 2025, I contacted Intuit to ask about QuickBooks ****************** Diamond Edition. I explained to consultant **** ******* that my company group includes six entities, four of which use Enhanced and standalone Assisted Payroll. He assured me Diamond included Assisted Payroll but failed to disclose the critical limitation that it only supports up to three entities.Based on his assurance, I purchased Diamond. After installation, I realized it would not meet my needs. On April 21, I requested cancellation and a refund but was told no refund was available. Mr. ******* then recommended switching to the Gold Edition (which includes Enhanced Payroll for three entities), and confirmed I could continue using my standalone Assisted Payroll subscription (purchased Jan 2025) for the fourth entity. I paid for the Gold Edition and explicitly instructed support not to cancel or deactivate my existing Assisted Payroll.On April 29, my Assisted Payroll failed. I called support, was promised a callback within two hours, but no one followed up. On April 30, I was told Gold Edition doesnt support Assisted Payroll and my only option was to subscribe to both Gold and Diamondcosting nearly $6,000 annually. I was also told I couldnt revert to my previous version because the data had already been migrated.Worse still, my standalone Assisted Payroll was deactivated without my consent, despite repeated instructions. Support tried to restore my data and services, but even after hours on the phone with multiple agents, my Assisted Payroll remains unavailable.I request:1.Immediate reactivation of my standalone Assisted Payroll.2.Full refunds for both Diamond (monthly) and Gold (annual) subscriptions.3.A BBB investigation into Intuits misleading sales and unauthorized cancellations.This has caused major disruption and lost trust. .
Business Response
Date: 05/11/2025
To Whom It May Concern,
We have been in contact with **** **** Goh and have resolved all concerns. Thank you for allowing us the opportunity to assist with this matter.
Office of the President - Intuit
Customer Answer
Date: 05/12/2025

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,

**** **** Goh
Initial Complaint
Date:04/30/2025
Type:Billing 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 am a paid subscriber to QuickBooks Online. I tried to access my account and the system says no account is found with my email *********************** I have been successfully charged for my subscription despite not being able to access my account.I never closed or made any request to close my account, and no login credentials were changed. Intuit support confirmed the account ending in 1037 shows as "Inactive" but cannot explain why. I have been back and forth with support with no resolution.This is severely impacting my ability to run my small business and file my personal taxes because i cannot access my 2024 financial records. I am asking for urgent resolution: either restore my account access or issue a full refund and provide my data.
Business Response
Date: 05/05/2025
To Whom It May Concern,
Thank you for the opportunity to respond. We worked with Mr. ******** and after verifying his information he now has access to his Intuit account. As a goodwill gesture we refunded one month of QuickBooks Online fees today. He will see the credit of $37.80 within 5-7 business days.
If he has any future questions or concerns, he can visit ********************************************. We have resources, frequently asked questions, and experts standing by to help.

Respectfully,

*****
Case Manager | Office of the President
Initial Complaint
Date:04/30/2025
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 begain preparing my taxes through the online version. They stated through their website and advertising that no payment was required until you were ready to file. I spent over 4 hours trying to use their program with consistant bugs and problems. Forms would come up I didn't need, random numbers that weren't entered by me. I tried many times to start over and delete and correct. I got to the end where I was to review and prepare to file. The system asked for my credit card information with a disclaimer that read "don't worry you won't be charged until you file" so I entered the information and reviewed my forms. They were still not correct and everything I had deleted and corrected was still present. I decided that after 4 hours and still having problems to use a different service thinking they wouldn't charge my card as they stated. They did infact charge my card. I have asked the company twice for a refund and have been denied both times. The reason they gave was that I used their program and said that was their policy. So, not only was I misled by their advertising I was also misled by their satisfaction guarantee which states I won't be charged unless I filed and was satisfied neither of which happened. I might also state that they upgraded my version from free to premium without my notice or consent during the course of working with this program. It was only after I did my own research I saw why they did that but they, as a company didn't alert me through the course of the upgrade.Note: I have supporting documents but the system is giving me errors when uploading.
Business Response
Date: 05/09/2025
To Whom It May Concern,
We have been in contact with ***** ****** and have requested proof of filing elsewhere. Once it is received and confirmed, we will move forward with refunding Ms. ******* Thank you for the opportunity to assist with this matter.
Office of the President - Intuit
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.
I have forwarded a screen shot of proof of filing with another company as the company requested per their refund policy to an email address they provided. I am satisfied with the outcome and will await their timely refund of the amount I was charged. I appreciate the help of the BBB in facilitating the appropriate resolution.

Sincerely,

***** ******
Initial Complaint
Date:04/30/2025
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.
Intuit Quickbooks is forcing me to buy an updated subscription or loose my company files. I don't want / need an updated version but in order to keep my company files , they are forcing an upgrade and spending more money. I have used their product for more then 20 years
Business Response
Date: 05/01/2025
To Whom It May Concern,
Thank you for providing us the opportunity to address Mr. ********* concerns. We understand that the subscription model for QuickBooks is something he is not happy with. We no longer offer one-time licenses for the program and all those licenses purchased that way are now subscription based.
We contacted with Mr. ******* today. We explained that customers need a year subscription to access their QuickBooks data. The business decision was rooted in our commitment to ensuring that all of our users benefit from consistent security updates, technical support, and feature enhancements that are essential for maintaining optimal functionality and data protection in our evolving digital landscape.

Users have the option to export their data from QuickBooks, ensuring they have control over their information and the ability to manage it independently of the software, should they choose to do so. We acknowledge that the business decision to charge for a yearly subscription may might not fully align with Mr. ********* expectations, and we take his feedback seriously as part of our ongoing efforts to improve customer satisfaction.

Respectfully,
*****
Case Manager | Office of the President
Customer Answer
Date: 05/02/2025

Complaint: 23268899

I am rejecting this response because:
I was tricked into switching to their subscription based program. At the time they told me I had to switch to a new version so the payroll subscription would continue to work. It was not explained to me in a clear fashion so i understood that they were kidnapping my info and holding it for ****** as they are now. I purchased a stand alone program, and updated that many years to have it taken away from me. All I ask is that they return my pre subscription program, that I purchased, and allow me to export my current info to that program. I fully understand they will not support that program any longer.

Sincerely,

**** *******
Business Response
Date: 05/07/2025
To Whom It May Concern,
Thank you for giving us the opportunity to address this inquiry. We understand that Mr. ******* wishes to regain access to his QuickBooks data. To facilitate this, he would need to reactivate his previous subscription plan. Reactivating the subscription is necessary because the data access is tied directly to the active status of the related subscription service.
If Mr. ******* decides to proceed with this, he will thereby restore full access to his data, allowing him to view, modify, or export it as needed. We recommend that Mr. ******* consider this option to ensure continuity and access to his valuable information. Should he have any more questions or need further clarification on the process, he can contact us at ********************************************.
Respectfully,
*****
Case Manager | Office of the President
Customer Answer
Date: 05/09/2025

Complaint: 23268899

I am rejecting this response because: As I stated before, I paid for a program to create and store my information for over 20 years. Intuit is holding my information hostage for a subscription ****** subscription payment. IF I DON"T PAY I DON'T GET MY INFO & WILL LOOSE IT.
I fully understand Intuit will no longer support the older programs but I feel I should be able to keep my information with out paying a ****** fee for it.
I have stated this over and over and still not getting any better response from Intuit except I have to pay the subscription ****** fee. If this was a child that they held for ****** it would be illegal but because it is "ONLY" my business information, basically my life line, I guess it's ok that they hold it for ******...................I believe this is illegal, ****** is still ******
Sincerely,

**** *******
Business Response
Date: 05/15/2025

To Whom It May Concern,

We sincerely appreciate the opportunity to address your inquiry regarding Mr. ********* QuickBooks data access. Our understanding is that Mr. ******* is seeking to regain access to his QuickBooks data. In order to facilitate this process, it will be necessary for Mr. ******* to reactivate his previous subscription plan. As the data access is directly linked to the active status of the related subscription service, reactivating the plan is essential.

By proceeding with this course of action, Mr. ******* will regain full access to his data, enabling him to view, modify, and export it as needed. We highly recommend this option to ensure continuity and uninterrupted access to his valuable information. If Mr. ******* has any further questions or requires additional clarification, he may contact us at ********************************************.

Respectfully,

*****
Case Manager | Office of the President
Customer Answer
Date: 05/19/2025

Complaint: 23268899

I am rejecting this response because: The company, Intuit, keeps saying the same thing. "Pay for our subscription and you can view your info". I am fully aware of that, as I have renewed the subscription for another year. My complaint is that they took something away from me that I paid for. I ask that it be returned to me. I was tricked into the new subscription not being fully aware that I would have to continue paying to view my saved information.
As I have stated I am fully aware if I pay for the subscription I can get access to my information. Intuit. Please do not respond again with that same information

Sincerely,

**** *******
Business Response
Date: 06/02/2025
To Whom It May Concern,
Thank you for allowing us the opportunity to address this issue. What we discussed with Mr. ******* previously in relation to his concern still stands and our position is final. We consider this case closed.
Respectfully,
*****
Case Manager | Office of the President
Customer Answer
Date: 06/03/2025

Complaint: 23268899

I am rejecting this response because: I still feel Intuit is holding my many years of business information hostage. They took away a program that I purchased and forced me to subscribe to a new program that they control and force me to pay yearly to get to my information.

Sincerely,

**** *******
Initial Complaint
Date:04/30/2025
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 charged me several times the deluxe even though I said no to it, they also quoted me an amount that was going to be refunded to me after I opt to use taking fees out of my refund a different amount then what they actually ended up charging me.
Business Response
Date: 05/09/2025
To Whom it may concern,

We are grateful for the opportunity to address Mrs. ******* **** with her concerns regarding her TurboTax filing. A senior expert was assigned to review her case thoroughly and concluded that Mrs. **** required TurboTax Deluxe for her filing needs. As a result, her filing has consequently, Mrs. ****** billing was correct and needed to be upgraded to our Deluxe version.

Office of the President- Intuit
Initial Complaint
Date:04/30/2025
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 was using TurboTax to complete my taxes. When it came to the payment, the "live" portion was on my account. I called customer service to ask how to remove this portion as I had not used and did not wish to purchase this service. I was given a discount code that did not work. I was told by the representative to pay for the whole product and then I would be able to request a refund for the live portion through her provided link. I did what I was told to do while on the phone with the representative and then the refund was declined. I called again and was simply told that there was nothing they could do for me. A company who has access to all of my personal financial information should be honest and have the integrity to do what they say they will do for the customer.
Business Response
Date: 05/11/2025
To Whom It May Concern,
We have been in contact with **** ****** and have provided a refund. Thank you for the opportunity to assist with this matter.
Office of the President - Intuit
Initial Complaint
Date:04/30/2025
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.
My money got sent to the bank feb 26 2025 my bank said it was wrong code called ************ neither one of them has my money irs is doing a 120 says of tracking n is c*** Noone seems to knowhere my taxes is bull i demandthem to send me a check by mail called tirbo tax monts ago ntold me a check would automatically be mailed bs no money yet im mad
Business Response
Date: 05/09/2025
To whom may it concern:

We appreciate the opportunity to address the concerns raised by Moreloril *******. A senior expert from our team has been assigned and has already initiated contact with Moreloril Parsonsak to assist their tax refund check. Our senior expert is dedicatedly working with Moreloril ******* to achieve a suitable resolution.

Thank you for facilitating this important engagement.

Best regards,

Office of the President
Intuit
Initial Complaint
Date:04/29/2025
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.
This is false advertising. It says do your taxes for free and we used the website and it is now wanting us to pay 145$ for my taxes.
Business Response
Date: 04/30/2025
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.

If you have not yet contacted Intuit Support, please start there by visiting *********************************************. Intuit has a team of experts who are well-prepared to help resolve any issues you might be facing.

Once you've contacted Support, you'll receive a case number. If the expert is unable to resolve your issue, just reply to this BBB thread with your case number and we'll look into it further for you.

Thank you for being an Intuit customer.

********************
Initial Complaint
Date:04/29/2025
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.
This year Turbo Tax used Credit Karma (CK) to disburse tax returns. ** has now has my state return for over two weeks and due to "issues on their end" I have not be able to transfer these funds to my bank. CK locked me out of my account (until today.) As of today (4/29/2025) they still have no solution to their problems and I still cannot transfer MY money to my bank. Turbo Tax has no customer service (live person) access to complain about this problem. But when I tried again this afternoon, to access my money, their issues remain. Their costomer service could not offer a time frame or a solution to this most frustrating situation. My money is still in their possession. In the past I have done direct deposit with Turbo tax with no issues. Turbo Tax did not give me that choice this year. Turbo Tax has been negligent in this matter.
Business Response
Date: 04/30/2025
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: 04/30/2025

Complaint: 23265408

I am rejecting this response because: I did contact Intuit with the only contact info i was able to locate. In the call no human option was presented to me to whom I could present my complaint. Robot asked questions, decided I needed to talk to Credit Karma and forwarded my call. Credit Karma could not solve my issue. At the moment I am stuck in limbo with my refunds sequestered in Credit Karma. At the time of filing Intuit (Turbo Tax) only gave me the Credit Karma option rather than the usual direct deposit which has always been easy. They need to be aware of this problem with this partner. Intuit customer service was not presented to me as an option when I contacted them. Therefore their response presented here needs to be more specific with their customer service contact information.

Sincerely,

****** *******
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 reviewed ******** issue and our Credit Karma escalations team will issue a check for their deposited refunds.

We thank ****** for bringing this matter to our attention and the opportunity to assist.

Regards,
Office of the President
Intuit

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Intuit, Inc. is NOT a BBB Accredited Business.