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

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

• 

  Intuit, Inc.

  Rockville, MD 20814

• 

  Intuit, Inc.

  PO Box 810032 Boca Raton, FL 33481-0032

• 

  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:04/22/2025

  Type:Billing 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.

  Subject: Funds Missing from ACH Payment via QuickBooks No Resolution After 30+ Days Business Name: Intuit / QuickBooks Payments Complaint:I paid an invoice via ******** transfer through QuickBooks Payments on [insert date]. The funds were successfully withdrawn from my bank account, but the vendor never received them due to an issue with their account setup.Despite providing an ACH trace number and contacting both my bank and QuickBooks Payments support, the funds have not been returned or deposited anywhere. The vendor cannot see the transaction, and Ive received no clear resolution from QuickBooks despite multiple attempts to resolve ******* has now been over 26 days with no resolution or clear communication. Holding funds without action for this long is unacceptable and may violate ACH handling rules.I am requesting that Intuit:Investigate the payment using the provided trace number Confirm the current status of the funds Return the funds if they were never successfully delivered Payment Details:Date of payment: March 27, 2025 Amount: $6,060 Vendor: ****************** Vendor Phone: ********** ACH trace number: *************** Thank you for helping resolve this matter.

  Business Response

  Date: 04/28/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of ******** ******. We appreciate the opportunity to respond.
  
  We reviewed ********** issue regarding a payment of $6060 sent to a vendor on March 27, which was withdrawn from her account but not received by the recipient. Upon investigation, we've advised there are concerns that will need to be addressed with the recipient directly to release the funds. We have communicated the necessary steps to the recipient vendor to release the funds to their bank account. If no action is taken on their end, the funds will be returned to ******** in ***** days. No further action is needed by ******** at this time.
  
  We thank ******** for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit

  Customer Answer

  Date: 04/28/2025

   
  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:04/17/2025

  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.

  April 14, 2025 I was doing my taxes using TurboTax online. I get to the very end after spending almost 2 hours in the program,it tells me that I cannot use the free version to file my taxes and I must upgrade to TurboTax deluxe. It showed a dollar amount of $49 and then down in another section of the **** said higher amount. I assume the $49 was thecost so I hit order and immediately charge my car $213. In a panic, because I cannot afford $213, I call into it. They send me link on how to request a refund. I go through the steps to request a refund and they denied my request, knowing I cannot afford it and that their website is misleading.

  Business Response

  Date: 04/18/2025

  To Whom It May Concern, 

  We appreciate the opportunity to respond. Ms. ****** complaint centered around a pricing misunderstanding while attempting to file her taxes using the TurboTax online platform. As per our policy, once the online version of TurboTax is purchased, it is non-refundable. She was presented with the fees in the review payment screen, she entered her credit card number and purchased TurboTax. The prices are fully disclosed. 

  We have issued a one-time courtesy refund of the full amount charged- $213.35. This refund should reflect on her card within 5-7 business days. We always aim to provide clear communication and transparency regarding our pricing we never charge without the customer's consent. Is she has any other questions she can access additional support and resources at ********************************************. Our team of experts is ready to assist with any further queries she may have.
  
  Thank you for bringing this matter to our attention, and we are committed to ensuring it enhances our processes. We value ****** as a customer and look forward to continuing to serve her needs in the future.
  
  Respectfully,
  
  *****
  Case Manager | Office of the President

   

  Customer Answer

  Date: 04/18/2025

   
  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:04/17/2025

  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 paid for TurboTaxs ************ tax preparation under the belief that it included professional handling of my return, support with any *** issues, and accuracy backed by their guarantee. After filing, I received a notice from the *** stating that I owe money, despite TurboTax originally showing I would receive a refund.I immediately contacted TurboTax for support, only to be told that they cannot amend my return or help me resolve the issue. This is completely unacceptable, especially considering I paid extra for ************, expecting expert help and accountability.Not only has TurboTax failed to correct their mistake, but their customer service has also been unresponsive and unprofessional. I was passed between representatives with no resolution. I was never provided a clear path forward, nor was I offered a refund for the service I paid for or help fixing the error they likely caused.I am seeking:Immediate assistance to resolve my *** notice Reimbursement for any penalties or additional tax owed due to TurboTaxs error A refund for the ************ package I paid for If no resolution is provided promptly, I am prepared to escalate further through legal channels.Desired Resolution: Refund, correction of my return, and full assistance with the *** issue as originally promised under TurboTax ************.

  Business Response

  Date: 04/25/2025

  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
  
  

  Customer Answer

  Date: 04/25/2025

   
  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. Still Actively looking to resolve issues but are now working towards a resolution 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/17/2025

  Type:Billing 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 filed my federal and state tax return with Intuit TurboTax on 02/08/2025. I have not received my tax refund. I found out that TurboTax only filed my federal taxes to the *** but not my state taxes. I have refiled my taxes many times up to today, 04/17/2025. On 02/18/2025, TurboTax tried to charge me $88. I waited a few days. On 03/01/2025, I notice the price increased to $128. As of 04/17/2025, I am being charged $143 to refile my taxes. This is false advertisement. TurboTax advertises itself as a 100% "free" tax filing service. Customers are charged $0 until it's time to submit their taxes, then they are being charged hundreds of dollars to file. I have tried to file my taxes elsewhere, but my federal and state return have been repeatedly rejected because of the situation with TurboTax. Intuit TurboTax is cheating many customers out of their tax refunds and forcing them to pay hundreds of dollars to file their taxes. I thought I could trust TurboTax since I filed with them last year with no issues. Alas, that was not the case with this year's tax season. I have contacted the *** to solve the issue. Unfortunately, the matter was not resolved. I feel I deserve some sort of settlement or compensation due to TurboTax's dishonest business practices and false advertisement.

  Business Response

  Date: 04/17/2025

  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. 
  

  If you have not yet contacted Intuit Support, please start there by visiting ********************************************* or through your in-product help menu. 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.
  

  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23216254
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/17/2025

  I have contacted support and refiled multiple times like suggested. I have contacting support since February. When I contact Intuit TurboTax Support, I am constantly met with an Ai assistant rather than a live assistant. My matter still has not been resolved. They lied that my state taxes have been filed to the ***. I have contacted the *** many times regarding the status of my tax return, and I was repeatedly told they have never received my tax return form from Intuit TurboTax. I logged into the *** tax return portal and I saw for myself that my taxes were not received my the ***. 

  Business Response

  Date: 04/25/2025

  To whom it may concern,
  
  We value the opportunity we had to work with Mrs. ***** ******. A senior expert was designated to address her concerns regarding her TurboTax state filing. After confirming eligibility, the expert successfully generated a service code, enabling Mrs. ****** to e-file her state taxes at no additional cost.
  
  Office of the President - Intuit

  Customer Answer

  Date: 04/25/2025

   
  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:04/16/2025

  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.

  When filing my taxes with the browser version of Turbotax, I intended to use the free option (or rather the option which costs $79 to file state, and is free for federal taxes). However, the Live Assist option was selected by default, and despite using none of the features associated with the Live Assist plan, I was charged an additional $200 for its use before my taxes were filed, and entered my debit card number believing it to be for the purpose of paying my taxes. At this point I was unable to reverse the charge which, had I been able to, I would have been willing to entirely refile my taxes from scratch if it were necessary to get my money back. Since this wasnt an option I completed filing and requested a refund for the services which I did not use, and feel I was deceived into purchasing by a deliberately opaque and predatory UI. I have not heard anything back about the status of my refund, not even a confirmation that my request was received.

  Business Response

  Date: 04/16/2025

  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.
  
  ********************
  
  

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 17, 2025, Intuit agreed to issue a refund in the amount of $100. I was informed that the refund would be processed within 7 to 10 business days.Since then, I have followed up multiple times without resolution. For instance, in March, I spent nearly an hour on the phone with an agent who assured me I would receive a callback with an updateyet no one ever followed up.Intuit has made it increasingly difficult to track and resolve disputed charges. Despite confirming the refund, it has still not been processed as promised. I am requesting that the full refund, originally approved on February 17, be issued without further delay.This has been an unpleasant and time-consuming experience. Intuit should take steps to improve its customer service and internal processes.

  Business Response

  Date: 04/25/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of **** ************* appreciate the opportunity to respond.
  
  We reviewed ****** issue and processed a refund of $140.
  
  We thank **** for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit

  Customer Answer

  Date: 04/26/2025

   
  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,
  
  Lior ****

• Initial Complaint

  Date:04/16/2025

  Type:Billing 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.

  Although we had turned off the ability for our clients to pay us directly to our bank account, ********************** somehow auto-turned it back on. As a result, two clients paid us through this method: one for $3,000 and one for $5,000. Because we still had our old bank account number in **********************, these payments were held back by Quickbooks until we could update the bank acccount. We did so immediately, following their instructions. When we did this, the $3,000 payment was placed into our bank account but the $5,000 was not. We have called and/or chatted 2-3times with them, and each time they say that someone in the ***************** will contact us in 3-5 business days with an update. Weeks later, we have yet to receive this communication.Because we promptly fixed our bank account and the $3K was deposited with no problem, we are wondering why they will not release the $5K, which is our money, into the same bank account. We would like nothing more than to have the $5K that we earned, placed into our bank *********** more note: The $3K issue has a resolution center "ticket" showing in our Quickbooks account. However, the $5K issue does not, even though we have a case number for this (below). No one has given us an explanation as to why this is not visible to us in QB.

  Business Response

  Date: 04/25/2025

  To whom it may concern,
  
  We appreciate the opportunity to have worked with Mrs. ***** *******. A senior expert was assigned to address her concerns about her funds being on hold. We are pleased to inform you that the expert successfully resolved the issue, and Mrs. ********* funds have been released to her.
  
  Office of the President - Intuit

  Customer Answer

  Date: 04/25/2025

   
  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.

  Thanks so much to Intuit for taking the steps to finally resolve this issue.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/16/2025

  Type:Order 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.

  When I was filing my taxes using their product I called one of their specialists and was given incorrect information causing me to overpay my state taxes. I literally spent days and many hours on the phone trying to resolve this issue. I was originally promised a refund by ****** ( a turbo tax **********). Upon calling several days later I was told that I would not receive a refund. This is advertised as a free service but I was deceivingly upcharged for services I did not need. I uploaded emails from ****** the first ********** I had spoke with. Please help me with this issue, Intuit (TurboTax) has already been sued in the past and has many complaints for deceptive practices. This has cost me so much time and aggravation. Thank you, sincerely, **** ******

  Business Response

  Date: 04/16/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. Mr. ****** expressed that they believed the use of our software was supposed to be free and have subsequently requested a refund due to their service experience. Upon a thorough review of the his use of our software, it was determined that the complexity of their tax return, which includes a Schedule B, necessitates one of our paid versions. We informed him that his situation did not qualify for our free version, which is designed for simpler tax scenarios.
  
  It is important to note that our refund policy clearly states that once the TurboTax Online software is used to prepare and e-file a tax return, it is not eligible for a refund. We also offered assistance with concerns Mr. ****** had regarding their state taxes, which he declined as he had already filed an amended return. We are unable to honor the refund request for the reasons outlined. 
  
  Respectfully, 

  *****

  Case Manager | Office of the President

• Initial Complaint

  Date:04/16/2025

  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.

  Transaction Date: 04/15/2025 Amount Paid: $278 TurboTax was committed to allow me, using the free/basic online version, do and file my taxes The nature of the dispute is simply misleading text within the product. Throughout using the product to enter my taxes I ALWAYS rejected any upsells that they had. At the final review screen the text read something like "Review by a tax expert - it's included!" so I tried it out, thinking, wow, included in the free version, I guess I should see what it's all about. So I clicked that option and chatted with an expert. Well, waited for about 5 minutes for the expert to review my returns, say it's all good, and then end the chat. At absolutely no point was there any display or mention of pricing amount, nor even an indication that selecting this option would result in a charge, increased charge, or any amount associated with it. Reading the text "it's included!" completely drove me to try it out as I assumed this meant it's included with the free version that I had been using all along. I make video games and I really despise microtransactions in games. This carries over to any other consumer transactions I'm presented (willingly or otherwise), and therefore am hyper-aware anytime there is a microtransaction or upsell presented to me, the consumer. This one was *completely* hidden, masked, or whatever you call it to skirt whatever best business practices consumers should expect. The first time I was presented with a price on the screen was at check out, *after* the review with the expert. Very, very shady and I'm quite sure this has happened to a very large amount of people this tax year. Again, I'm a hyper-aware consumer that never clicks through anything, uses ad and cookie blockers, virtual credit card numbers, and avoids supporting anything with microtransactions. An evil turn from TurboTax - I absolutely demand my money back (minus whatever they would've charged me for basic filing fees).

  Business Response

  Date: 04/16/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We spoke to Mr. ******** today. We determined his tax return involved more complex elements, including Form 8949, which deals with Sales and Other Dispositions of Capital Assets.
  We also see that he utilized Expert Review during his tax preparation. We are unable to provide a refund as the TurboTax Online software is not refundable once its used to prepare and e-file tax returns. Payment of his charges indicates satisfaction with the product and acceptance of our terms, which state that TurboTax is non-refundable. 

  Respectfully,

  *****

  Case Manager | Office of the President

• Initial Complaint

  Date:04/16/2025

  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.

  Date of transaction - 04/15/2025 Advertised to file taxes for free. Upon filing, the website prompted me to pay $153.73. None of the windows in the steps said "continue for free". It was only two options, one was to continue with no amount at the bottom, and the other was for Max. I did not pick Max. I chose to file for free, but I was charged at the end. I never picked anything to pay for an extra service to file. It is misleading, and I should be refunded for the false advertisement and not being given options to continue for free.

  Business Response

  Date: 04/16/2025

  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.
  
  ********************