Complaints

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

close

Find a Location

Intuit, Inc. has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Paytrust

  PO Box 7236 Sioux Falls, SD 57117-7236

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:04/21/2025

  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.

  04/12/2025. I went onto the turbo tax app on my phone. I was only doing a 1040ez form. It was supposed to be free to do. When I finished,I put in my debit information. I thought I was paying for what I owed the ***. Instead Turbo Tax charged me $139. My taxes never went through. I had to go with another company. I put in a refund request with Turbo Tax. They are refusing to refund my money. I need that money back.

  Business Response

  Date: 05/01/2025

  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 processed a refund for order number TTWC5WB326476340 in the amount of $139.
  
  We thank Stephanie for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit

• Initial Complaint

  Date:04/21/2025

  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.

   
  Complaint: 23135733
  
  I am rejecting this response because: 
  I was not allowed to review the evidence Intuit based their determination on:
  Regarding access to recordings that you are basing your response to me on, I wrote:
  Good day *****;
   Unfortunately TurboTax has given me no reason to trust them. To that end I would like a complete, unedited copy of the transcript between the tax preparer and myself (on or about March 10th 2025). I would also like an unedited and complete copy of my conversation with the Supervisor I spoke with about the issue under discussion. 
  Sincerely,
  ****** ******
  
  When you declined to provide a copy of the tapes I requested, I responded:
  Why am I not surprised that TurboTax is not being transparent. I believe that's what initiated this issue, TurboTax's lack of transparency. 
  Sincerely,
  ****** ******
  Sincerely,
  

  Also:
  Your response does not address the problems that TurboTax presents. The primary issue is still that there is no way for a client to ascertain or even estimate cost. With a $130 range of ambiguity, clients are unable to control their costs. 
  This could be a new take on bait and switch. I stand by my original assertions. In my opinion TurboTax is not demonstrating good faith when they give a $130 pricing hole. Their prices should be clearly quantified. For example: by the amount of their return (assuming there is a return); by the number of forms that must be filled out; by the amount of time spent on the tax preparation, etc.. 
  Just make sure that all criteria are clearly and completely stated on their website. That keeps the client from experiencing a gut punch at the end of the process. That placed the client on a level playing field to determine if she/he wants to do business with TurboTax. 
  ****** ******

  long the call takes. The customer service *** should tell you 'I am more than happy to continue helping you but you have now transitioned from Basic to Assisted or from Assisted to ************** Then I can decide if I want to continue. I was gobsmacked! Be careful when doing business with Turbotax make sure you have an understanding of where your cost is at all times. If the *** does not know, hang up. To add insult to injury the *** wanted me to give him a good review. I was so angry I just hung up. As far as I'm concerned that was a trap just waiting for unsuspecting customers to fall into. The criteria should be plainly spelled out on the website. Whether the criteria is time, complexity, number of forms, the state you live in or even the day of the week you call. There should never be sticker shock when dealing with a ***utable company. Fool me once......No wonder Turbotax is not accredited with the BBB.

  Business Response

  Date: 04/24/2025

  To Whom It May Concern, 

  We appreciate the opportunity to respond. We strive to ensure that every customer understands and selects the tax preparation option that best suits their needs. The choice to upgrade services is entirely at the customers discretion and is facilitated through an interface that clearly displays available options and associated costs throughout the process. Our 'review your order' screen, presented before payment, aims to ensure transparency, allowing customers to review all charges.

  For context, our free TurboTax service is tailored for users with simple Form 1040 returns, which applies to approximately 37% of taxpayers. Ms. ******** situation involved schedules and interests exceeding $1500, necessitating our ************** to adequately handle these complexities, which also includes expert review as needed, which she used. 

  We value her feedback and are dedicated to ensuring a transparent and supportive experience for all our customers.
  
  Respectfully,
  
  *****
  Case Manager | Office of the President

  Business Response

  Date: 04/29/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. Ms. ****** used the TurboTax software and was presented with the review charges screen. She saw her fees for the service which included the upgrade. She agreed to the charges, then entered her payment. She successfully e-filed her tax returns that were accepted on March 10, 2025.  We are unable to provide a refund as it is not refundable and especially since she used it and agreed to be charged. 

  It is worth mentioning that Ms. ******** return included interest and/or dividends on Schedule B that exceeded $1500. This rendered her ineligible for the free version of TurboTax, requiring an upgrade to a version suitable for her specific tax situation which she agreed to. 

  We value your understanding and remain dedicated to providing transparent and straightforward service.

  Respectfully, 

  *****

  Case Manager | Office of the President

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23135733
  
  I am rejecting this response because:
  To: *** *. (BBB Rep)
  
  I am sure it will come as no surprise that I do not agree with ***** (TurboTax/ Intuit) on any level.
  
  Forcing customers into a $130 ambiguous black hole is not transparency. Most importantly TurboTax should not need a customer to explain to them the true definition of transparency. 
  
  For example:  If filing a Schedule B form triggers an extra charge that should be transparent. Keeping your customers informed before and  during the process circumvents conversations like this. 
  
  The preparer could have easily asked me at the beginning of the interview, "do you have any interest or dividends earnings?" If my response was 'yes', then inquired, what is the amount on the form the bank sent you. If my response exceeds $1500, then the preparer response should have been 'we charge extra for all Schedule B forms. There is an additional charge for Schedule B's that exceed $1500.' Then it is up to me to make a decision. Before one form was filled out I would know what my cost was.
  
  That Dear ***** is transparency. Not that gut punch you delivered to me and probably thousands if not millions of other customers. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/20/2025

  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.

  On April 14, 2025, I filed my personal federal and Missouri state taxes with TurboTax. At the end of the state taxes component, it asked me what payment method I would like to use to pay my Missouri state taxes owed. I selected checking account electronic withdrawal and entered my routing number, account number, and other bank account info. $344 was supposed to have been withdrawn from my checking account to pay my Missouri state taxes. The next evening, April 15, 2025, I noticed that my federal tax payment showed up in my card transactions as pending, but my state tax payment was not yet showing up as pending on my bank account. Concerned, I first contacted TurboTax help through the chat on their website, expressing my worry as to whether they were actually following through on their promise to initiate the state tax payment from my checking account as I had requested. That night, I eventually was connected to a TurboTax representative via phone (case #**********), who assured me that my $344 payment to the Missouri DOR showed in their system that it was processing. Today, April 20th, 2025, I checked my tax return status on the ****************************** website, which showed that my $344 payment had never been received, and they had charged me an extra $17.20 as an "addition for failure to pay." Because the software failed to initiate the payment as promised, and furthermore a TurboTax representative told me verbally in a recorded call that my payment was being auto-deducted, and yet neither of those were true, it is only right that TurboTax refund me the $17.20 that Missouri DOR has charged me, since it was the fault of both the TurboTax software and staff that was either dishonest or incompetent.

  Business Response

  Date: 05/01/2025

  To whom it may concern,

  We attempted to reach ****** ******* multiple times regarding this matter, by phone and email, and were unable to reach him. Should Mr. ******* require additional assistance with this matter, we ask that he reply to our email or provide additional details via the BBB.

  Respectfully,

  Intuit

• Initial Complaint

  Date:04/20/2025

  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.

  On April 15th I went on line to file a simple tax return. My wife and I are on our 70s and our only income is social security. The only forms we had were 1099s from social security. It was advertised as free for a simple 1040 ******* the end of the filing I hit the file button and it asked how would you pay refund or credit card. We had no refund so I clicked credit card and they charged us $215.00,I immediately called and complained to two different representatives and they informed me that the free service was for w-2s only but that was never advertised as such. I feel this is abusing senior citizens on limited income with false advertising

  Business Response

  Date: 04/30/2025

  To Whom It May Concern,

  We assisted Mr. ******* ******* and determined that the only income on the return is social security. They had placed zeros on forms with no actual dollar amount causing the forms to generate the upgrade to premium. We issued a full refund in the amount of $215.18 as a one-time courtesy.

  Respectfully,

  Office of the President - Intuit

• Initial Complaint

  Date:04/20/2025

  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 turbotax to file my taxes online for many years, but when I got to the end of it this year they wanted $278. Over 200 more than i have ever paid in the past so I backed out of it. I never hit submitt for final payments. I never gave permission to take funds out of my account. I ended up doing my taxes through the *** suggestion TaxUSA for $15 This is the response that they gave me when i asked for a refund:Dear ********* ******,Thank you for reaching out to us regarding your recent refund request for your TurboTax Online purchase.We understand that managing financial matters can be stressful and we appreciate your choice to use TurboTax for your tax preparation needs. Unfortunately, after reviewing your request and in accordance with our refund policy, we are unable to provide a refund for the TurboTax Online product linked to Case #**********.TurboTax Online can be used at no cost up until the point that you submit payment. Once payment has been received, the product is considered to have been used to prepare your taxes, regardless of whether you print or electronically file your return, or if it's rejected.We truly empathize with any inconvenience this may cause. For more detailed information about our TurboTax Thank you for your understanding and for being a valued TurboTax customer. We look forward to assisting you with any future tax needs.Warm regards,TurboTax ************************** This is outrageous. How do they get a way with charging so much, and it looks like after doing some research that they have had this problem in the past. That they had to file a settlement in 2023.? How are they allowed to continue providing services to united states citizens?If they aren't going to do so.Ethically?$278 may not seem like much, but in this financial climate, it is everything. I will file this complaint on every one of their corporations listed because I have no idea which one actually did it. ********* ******

  Business Response

  Date: 04/24/2025

  To Whom It May Concern,

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

  Office of the President - Intuit

• Initial Complaint

  Date:04/19/2025

  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.

   
  Complaint: 23227116
  
  I am rejecting this response at the present time as I still have not received the payment. Intuit chose to snail mail a paper check in a time of thriving technology as opposed to simply utilizing technology (ie their service provides online tax services)  to refund the payment to the card/banking provider on file.

  
  Sincerely,
  
  ** *******

  call on 4/19/25 at 5pm PST speaking with representative Faith who advised a manager will contact me back per my request to resolve the issue of misleading and lying to consumers without delivering purchase add on requirements ie $30 cash reward and $49 dark web monitoring which I declined. Total reimbursement to me $79.Order #EFEC25W622713391 Order date: January 18, 2025 Payment method: Refund Transfer Order Status: Payment Completed TurboTax Live Deluxe $89 TurboTax State: ********** $49 Max benefits $49 Total (3 items): $187

  Business Response

  Date: 04/29/2025

  To whom it may concern,
  
  Thank you for the opportunity to address this issue with Ms ******** request for a refund. After further review of Ms ******** account her expert was able to approve her request for a partial refund.
  
  If you have any future questions or concerns, visit ********************************************. We have resources, frequently asked questions, and experts standing by to help.
  
  Thank you,
  Intuit
  
  

  Business Response

  Date: 05/09/2025

  To whom it may concern,
  
  Thank you for the opportunity to address this issue with Ms ******** request for a refund and the time it will take for her to receive it. Ms ******** expert explained that the reason the refund process takes so long is because she elected to pay with her refund. These types of refunds are done automatically and there is not a way to expedite it. 
  
  If you have any future questions or concerns, visit ********************************************. We have resources, frequently asked questions, and experts standing by to help.
  
  Thank you,
  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.
  
  Sincerely,
  
  ** *******

• Initial Complaint

  Date:04/19/2025

  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 ******** taxes with turbo tax on March 2024 for 2023. I paid for.the max.service. Turbo tax has history of.the payment but no record of.the return. Now.I have to.refile my taxes.and ***************************** stating the max coverage is only good.for.a.year.and they will.not.refund ***** money even though they did not do they service

  Business Response

  Date: 04/29/2025

  To whom it may concern, 

  Our Office is currently in contact with Mr. ******** to address this concern. We encourage them to work with the team that was assigned to work with. 

  Sincerely, 

  Intuit's Office of the President 

• Initial Complaint

  Date:04/19/2025

  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.

   
  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,
  
  ***** *.

  Business Response

  Date: 05/06/2025

  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 have issued a refund for $193 with confirmation number SFDC05392991.
  
  We thank ***** for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit

• Initial Complaint

  Date:04/19/2025

  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 am filing a complaint against Intuit / TurboTax regarding a charge for TurboTax ****** services. I paid for the service expecting to file my taxes through their platform. However, due to complications, I was unable to complete the filing and ultimately used another service to file my tax return.Despite not receiving the final service (a completed tax filing), TurboTax refused to issue a refund, citing that the product was considered used upon paymenteven though no return was filed. Their own support confirmed this in Case #**********.This is misleading and unfair. The platforms core purpose is to file a tax returnnot simply to input information. I am requesting a full refund for the charge as I received no completed service.

  Business Response

  Date: 04/21/2025

  To whom it may concern,

  We 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. We could not locate any recent cases in our system to indicate that Mr. ******* has spoken with Intuit Support. We kindly request that [he/she/they] give our experts a chance to help before taking further action. We ask this of all Intuit customers.

  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 from an interaction where you have spoken with a support expert, just reply to this BBB thread with your case number and we'll look into it further for you.
  

  Respectfully,

  Intuit