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 810032 Boca Raton, FL 33481-0032

• 

  Intuit, Inc.

  PO Box 84020 Columbus, GA 31908

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:07/18/2022

  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 would like to file a complaint against Intuit, Inc. and specifically QuickBooks Online payroll ("QBO"). Due to their delays and failure to activate our direct deposit system for at least 2 months, we have been prevented from paying our payroll taxes, which we are required to do under the FICA.
  
  On multiple occasions dating back to 5/02/2022, we received messages from QBO indicating that they required additional information to complete the set-up of the payroll account for one employee.
  Each time, we called QBO to speak with a representative, we spent over an hour on the phone between departments waiting and getting to the right one. Each time we were told that a document was missing and the document was provided immediately upon request. The call would end with us asking the representative if anything else was needed to complete the registration and they would reply "no".
  The most recent requirement on 6/10/2022 was "verification of the account owner". Upon calling the QBO support center yet again, we were informed that this verification required us to submit the driver's license of the CEO. The driver's license was submitted while still on the phone with the representative. The representative informed us that it would take 10 days to verify the account. It has now been 34 days and the direct deposit service is still not active.
  
  As a direct result of QBO's misconduct, including prolonged delays and providing misinformation, and with the service still inactive, we are prevented from remitting the withheld payroll taxes to the government and could be subject to penalties. We have been forced to process payroll payments outside of QBO because the direct deposit function is not active though we are paying for QBO's payroll service.
  In 20+ years of being a loyal BOA client, we have never had this issue and find BOA's decision to use QBO one of its worst. We are now going to expect compensation for the time our corporate executive team has wasted.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/19) */
  Thank you for contacting Intuit via the Better Business Bureau. A senior member of our Intuit team will investigate this matter and contact you directly to work toward a resolution.
  
  Sincerely,
  Intuit
  
  
  Consumer Response /* (3000, 7, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After months of this back and forth, the direct deposit system is now running, but our executives were not offered compensation for our time wasted and the financial burden our company suffered as a result of the delay and misinformation given to us.
  
  It look a BBB complaint and 20+ hours of corporate time in order to get Intuit ("QBO") to address the payroll issue that should have been addressed and resolved over 2 months ago, and as a result, we are due compensation for our lost time, which QBO has not offered. We estimate our loss to be around $1,500-$2,000 and are entitled compensation for our damages.
  
  
  Business Response /* (4000, 9, 2022/08/02) */
  As a courtesy ********* were refunded for four months of Payroll fees in the amount of $142.00.
  
  She requested compensation for time spent using our software. Intuit does not compensate for time spent, outside services or for any software issues. For more information she can review the license agreement https://quickbooks.intuit.com/software-licenses.
  
  We consider this matter closed.
  
  
  Consumer Response /* (4200, 11, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Intuit's refund did not adequately compensate us for the lost time spent dealing with Intuit's negligent handling of this matter.
  
  We did not request compensation for using Intuit's software, rather the time we spent troubleshooting their software. The compensation requested was for paying our accounting executives and staff for the time we lost as a business as a result of Intuit's careless handling of our claim.
  
  
  Business Response /* (4000, 13, 2022/08/12) */
  Hello,
  
  As mentioned in our previous response, as a courtesy we refunded ********** four months of Payroll fees in the amount of $142.00.
  
  We do not compensate for time spent, outside services or for any software issues. For more information she can review the license agreement https://quickbooks.intuit.com/software-licenses.
  
  We apologize that we've been unable to reach a mutual agreement on this matter; however, we believe that we have fully addressed ***********s concerns to the best of our ability and have no additional information to provide. We consider this matter closed.
  
  Sincerely,
  
  Intuit

• Initial Complaint

  Date:07/18/2022

  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 recently implemented 2 step verification. They did a horrible job of it! This is supposed to be an option but it is not. I am forced to do a 2 step verification EVERY time I log in, even if it is an hour later. In contacting Intuit via their Forum, I was told to log in and turn the option on and then log out. Then log back in and turn it off. I have done this twice with no change. When I reported back on the forum, I was met with silence.
  
  My bank doesn't even go to this level of annoyance. They let me register a device for 30 days. Intuit does not even allow this option.
  
  To add insult to injury, this happened at the same time they, once again, jacked up their price.
  
  Their customer service is useless and this is a problem that should not exist at the price they now charge. 7 years ago it was $9.95 per month. Now it is $25 per month, far outpacing inflation.
  
  I want Intuit to fix this login problem. They should be able to afford web programmers that know what they are doing.
  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/19) */
  Thank you for contacting us. The Better Business Bureau is not an Intuit Support Channel. You must visit https://Intuit.com/support to reach one of our agents to receive assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Intuit support channels.
  
  
  Consumer Response /* (3000, 7, 2022/07/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I already tried their support channel. It was useless.
  
  
  Business Response /* (4000, 9, 2022/07/22) */
  Hello *******,
  
  Thank you for contacting us. You must visit https://Intuit.com/support to reach one of our agents to receive assistance, our Forum is not a support channel.
  
  To reach our Online support:
  Sign in to your QuickBooks Online company.
  Select Help (?).
  Select either tab to get started:
  Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
  Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  Start a chat with a support expert.
  Get a callback from the next available expert.
  
  For our Desktop Support:
  Open QuickBooks.
  Go to Help, then select QuickBooks Desktop Help.
  Select Contact Us.
  Give a brief description of your issue, then select Let's talk, and then choose a way to connect.
  
  Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Intuit support channels.

• Initial Complaint

  Date:07/16/2022

  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 used their service for taxes. I was supposed to get refund in 21 days. It's been months no reply from TurboTax. They greatly overcharged me to the tune of 200 plus dollars. Still no refund, no timeliness and no contact.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 10, 2022/07/20) */
  Thank you for contacting us. The Better Business Bureau is not an Intuit Support Channel. You must visit https://Intuit.com/support to reach one of our agents to receive assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Intuit support channels.
  
  Thank you,
  
  Intuit
  
  
  Consumer Response /* (3000, 12, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response. Their is no way to log into anything and they still wont contact me directly.
  
  
  Business Response /* (4000, 14, 2022/07/22) */
  To whom it may concern,
  
  We received the additional details forwarded on behalf of **. *******. Thank you for the opportunity to respond.
  
  TurboTax support can be contacted using either a call-me-back feature or chatting live with an agent. From the link we previously provided, customers can access their specific Intuit products and services. In **. ******* case, he can go directly to his TurboTax account and selecting the "help" option. From there, they can engage with our support team.
  
  Our policies require that our customers use our designated channels for support, and we apply these policies uniformly. We must ask all customers to allow our frontline support teams the opportunity to assist.
  
  Respectfully,
  
  Office of the President - Intuit
  
  
  Consumer Response /* (4200, 16, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I Don't Accept. After I filed this complaint on 7/22/22. The company retaliated against me by sending me a bill for their services. Their service charge was supposed to come out of my taxes, which was the agreed upon payment method. The original quoted fee was 20 dollars. Once the taxes was completed the final bill was over 200 dollars with no explanation of charges. This new bill which is attached below has a new charge that varies greatly from the first quote and the final. Instead of emailing me to setup a support call they immediately charged me. They never changed the original date that my refund would arrive, and they led me to believe I'd have my refund in 21 days. Not once did this company reach out to say otherwise. I believe they did this to retaliate and hurt me financially, knowing I haven't received my refund. Last year all taxpayers refunds was pushed back due to pandemic and they didn't send me a bill then. This company not filing my taxes in a timely manner has caused me to become homeless and completely broke. Im currently using other peoples computers to complete this transaction. I implore you to look deeper into this company for using these tactics against taxpayers just trying to make ends meet. Please see attached documents. Thank You
  
  
  Business Response /* (4000, 18, 2022/07/29) */
  Thank you for contacting us. We were unable to find a case associated with the contact information you provided the BBB. Please reply with your case number to this BBB thread and we will investigate further.
  
  Sincerely,
  
  Intuit
  
  
  Consumer Response /* (4200, 20, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  BBB Complaint Case#****************************************
  
  
  Business Response /* (4000, 24, 2022/09/16) */
  To whom it may concern:
  
  I have reached out to Michael and explained that TurboTax will use Auto Debit to collect TurboTax product fees from customers who chose Pay With My Refund, aka Refund Processing Service (RPS), to pay for their TurboTax product fees when their federal refund has not been received. Per the Refund Processing Agreement, they authorized us to debit their bank account if their refund was insufficient to cover the fees:
  'In addition, by clicking the "I Agree" button below, you electronically sign and authorize Intuit (through its third-party processor) to debit the TurboTax Fees, Additional Products and Services Purchased, and any applicable sales tax from your bank account number identified in the Agreement below, in the event that you do not receive a tax refund that is sufficient to pay for them.'
  
  Respectfully,
  *********.
  Office of the President
  
  
  Consumer Response /* (2000, 26, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Please end this complaint and no further communication from Intuit

• Initial Complaint

  Date:07/16/2022

  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 with turbo tax supposed to be free that's a joke when they got done I got 80 dollars for my income taxes they are not right free should be free not tell you after you file that it's going to take all your money that you don't have to lose this was in March 2021 I think they should have to turn the money
  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/18) */
  Thank you for contacting Intuit via the BBB. There is no charge for the TurboTax Free Edition and individuals may choose to file with it at no charge barring any services they may add.
  
  TurboTax Free Edition is provided for individuals that have simple returns using form 1040 with no additional schedules or forms, which our advertising discloses. For more complicated returns that require additional forms as well as enhanced features we have additional TurboTax products for a fee see ****************************************************************************
  
  Customers who choose to start their return in TurboTax Free Edition may be see the option to upgrade based on their tax situation or offered additional services. All charges are clearly disclosed both on our web site and within the product prior to any upgrade as well as before payment is collected for the use of the software. The program will offer to upgrade a customer as soon as it determines that their return is not eligible for the free version due to the need for additional forms. Customers are given the option to upgrade or discontinue using TurboTax in these situations, but must agree to the upgrade and associated fee before moving forward. We want customers to use the version of TurboTax that best fits their tax situation, but the choice to upgrade - or not - is theirs, as we never do that without their consent.
  
  Sincerely,
  Intuit's Office of the President