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Business Profile

Tax Software

Intuit, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tax Software.

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a loyal TurboTax user for over 20 years, consistently choosing the Deluxe version, which has always met my needs. This year, however, I was surprised and disappointed to find that TurboTax had automatically upgraded me to the Premium Live version without my consent or any clear *************** tax situation has not changed from the previous year, when I paid $160 for the *************** I did not request or utilize any features of the Premium Live version, yet I was only made aware of the upgrade after completing my return and preparing to file.I attempted to resolve the issue through customer support on two separate occasionscase numbers ********* and **********. Each time, I was told the estimated wait would be 1315 minutes, but I waited over 30 minutes without being connected to a representative. After researching the option to downgrade, I found numerous complaints from other users who reported losing their tax data when attempting to do so. Given the late hour and the urgency to file, I reluctantly paid the higher fee to avoid losing my ******* primary concern is the lack of transparency and consent in this upgrade process. I am requesting a refund for the difference between the Deluxe and Premium Live versions, as I did not request or knowingly authorize the upgrade.Its disheartening to feel taken advantage of by a company Ive trusted for two decades. Unless this issue is resolved, I will no longer be using TurboTax in the future.Thank you for your attention to this matter.

      Business Response

      Date: 04/21/2025

      To whom it may concern,

      We worked directly with ****** ****** and addressed their concerns. 

      Respectfully,
      Intuit's Office of the President

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      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 eligible for free TurboTax Premium access through my Fidelity account, as clearly shown in the attached screenshot.However, TurboTax charged me $260 for filing my 2024 taxes. Without my knowledge or consent, the system automatically upgraded me to TurboTax Live Premium, which I never opted for. I was never informed clearly during the filing process that I was being moved to a paid version.I contacted TurboTax customer service, but they were unable to explain the charge or downgrade my package retroactively. They also refused to offer a refund, despite acknowledging that I should have been eligible for the free version.I am willing to pay for the TurboTax MAX package, which costs $69, but I am requesting a refund of the remaining $168 + applicable taxes, since the upgrade was unintentional and unapproved on my end.I am requesting this refund in good faith, and I hope TurboTax can promptly resolve this issue.Resolution Sought:Partial refund of $167.2 + tax Confirmation that my account access is restored to Fidelitys free premium tier Supporting documents attached: Screenshot showing Fidelitys TurboTax Premium offer.Thanks

      Business Response

      Date: 04/16/2025

      To whom it may concern,

      We received the complaint forwarded to us on behalf of ********************** We appreciate the opportunity to respond.

      We reviewed Archit issue and have processed a refund of $167.20. We thank ****** for bringing this matter to our attention and the opportunity to assist.

      Regards,
      Office of the President
      Intuit

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      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's TurboTax on-line tax filing product deceptively forced me to pay for their premium package holding my tax return hostage until I agreed to provide credit card information. I had explicity started my return by indicating Free version, and it was only after completing my return that I was shown a decpetive pop-up asking me to Sign which I though had to do with e-signing my return. But this apparently was an agreement to be charged for a premium version and also to file state taxes, for a total of ****** plus tax.The process of upselling used by Turbotax is extremely deceptive. I could not find any way to contact the company to complain and ask for a complete refund. Now that the ******************************** has been effectively demolished, the BBB is the last sort that I know of for getting fair treatment and resolution of an issue like this. I expect a complete refund of the charges I was billed. Intuit is engaging in what is essentially fraudulent up-selling and should be brought to court for forcing customers to pay for product features they did not know were going to be charged and for keeping their tax returns under lock and key as a way to force payment. The company provides no way to back out, review or revise the premium product and state filing surcharges once you reach the point where your return is to be filed. The whole thing is a scam. Intuit used to be provide a reasonable way to file taxes, but it's become little more than a hussle.

      Business Response

      Date: 04/16/2025

      Hi Mr. ****************** appreciate you reaching out to Intuit through the Better Business Bureau (BBB). However, the BBB is not a support channel for Intuit. It sounds like you may be experiencing some issues with one of our products, and we want to help. 

      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:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 TurboTax regarding an issue with the processing of my state tax payment and an associated refund request for my Indiana tax filing fees.On 03/30/2025, I filed my state taxes through TurboTax and selected the electronic payment option to pay my Indiana state taxes ($1,207.00) using my bank account information. ********************** confirmed that the payment was scheduled to be withdrawn on 04/15/2025. However, despite this confirmation and my submission of payment details, the payment has not been processed, and my account has not been debited. Upon checking the ***************************** (***) portal (INTIME), the payment shows as unpaid.I immediately checked my bank account, and there was no pending withdrawal or processing from the Indiana ***. As a result, I had to make an additional payment directly through the *** portal to avoid potential penalties and interest, as the payment was due on 04/15/2025.I am requesting a refund for the Indiana Tax filing fee of $59 and the Refund Processing Fee $40 I paid to TurboTax as the service failed to complete the payment as intended.What I Have Done:I have documentation showing that I scheduled the payment through TurboTax on 03/30/2025.I have checked the Indiana *** portal and my bank account, both of which show that no payment was processed.I contacted TurboTax through their support, but I have not yet received a satisfactory resolution.I payed my outstanding balance through the Indiana *** portal.Desired Resolution: I am requesting a refund of the Indiana tax filing fees I paid to TurboTax, as the payment processing failure was not due to any fault on my part. Additionally, I am seeking an explanation of why the payment was not processed correctly, and I would like assurance that this issue will not impact other users in the future.

      Business Response

      Date: 04/16/2025

      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 *********************************************. 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:04/15/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Reason : Issues downgrading my product Comments : I was charged for a "LIVE ASSISTED" tax preparation program when I did not see any place where I had consented to the upgrade to a live program and I did not use the live feature. I feel that the program "upsold" me a product that I did not need or want without any clear explanation of the product prior to purchase. Thanks for your assistance with this ************ : $174.11

      Business Response

      Date: 04/17/2025

      To Whom It May Concern,

       

      Thank you for bringing ****** ********** concern to our attention regarding her request for a refund due to the inability to downgrade her services. One of our senior experts reached out to Ms. ******** and confirmed that a downgrade was warranted, as the services paid for were not utilized. Consequently, a refund of $74.20 has been issued. We consider this matter resolved. Thank you once again for giving us the opportunity to address this issue.

       

      Respectfully,

       

      Intuit

      Customer Answer

      Date: 04/17/2025

       
      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:04/15/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 offers a Payroll Premium package for which they are charging my company $85 per month. This service is a combination of two software packages i) Payroll and ii) Time. You enter the employees time into Time which is exported to Payroll. Then when ******* is done Payroll is exported to QuickBooks Online. This is a software package that is completely useless. The Time does not record information correctly. It does not Export information to Payroll correctly. And Payroll does not export to QuickBooks Online. I spent the entire week of March 31 with Intuit Support who had absolutely no success in fixing the problem. Not only that, they were more than eager to switch you back and forth between support for Payroll and Time which are two entirely separate times. And, ******* does not export to QuickBooks Online and has not done so for several pay periods. Portions of our chats are included in the attachments.

      Business Response

      Date: 04/25/2025

      To Whom It May Concern, 

      Thank you for the opportunity to respond. We know the Better Business Bureau requires a response today. We are currently working with Mr. Senapathy and addressing his concerns. We appreciate his patience and understanding as we work through his concerns.

      Thank you for allowing us the chance to address the matter directly. 

      Respectfully, 

      *****

      Case Manager | Office of the President

      Customer Answer

      Date: 04/26/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. Yes ******************** has been very responsive and provided excellent support to resolve the issue. They are continuing to work with me on this issue. This coming week is pay week. Once payroll is completed we will find out if the issue has been fully resolved.

      Thank you,

      Sincerely,

      ****** *********

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Resolved
      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 Turbo Tax to prepare my taxes, and after paying, I discovered that I couldn't e-file because I couldn't access the Turbo Tax account to retrieve last year's AGI. I was able to provide Turbo Tax will all required documentation to verify I was the account owner, but I still couldn't access the old account. I requested a refund via the Turbo Tax website, which offers several different reasons for requesting a refund, but when Turbo Tax Customer Support responded to my request, they wrote "TurboTax Online can be used at no cost up until the point that you submit payment."Why is there an option to request a refund if: "TurboTax Online can be used at no cost up until the point that you submit payment." I could have prepared my taxes and saved the completed forms free of charge, but since I payed prior to having to enter the last year's AGI, which prevented me from e-filing, I am being denied a refund.

      Business Response

      Date: 04/24/2025

      To whom it may concern

      We are grateful for the chance to work with Mr. ******* ******. A senior expert was designated to address Mr. ******** concerns regarding the charges he faced for TurboTax. Mr. ****** provided proof that he had filed with a competitor, and based on this, the expert was able to successfully process a full refund for him.

      Office of the President - Intuit

      Customer Answer

      Date: 04/24/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 held my state return hostage. I paid $39 to file my federal and then when I went back later to file my state (hoping to print and mail it as I owed) they charged me another $64. Their website stated it was only $64 to file my federal and state yet I ended up paying $103 for that service. This is not right. If it is only $64 to file both, why was I charged $103? They also seem to be trying to stop negative reviews.

      Business Response

      Date: 04/15/2025

      Hi Ms. *******,

      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 *********************************************. 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: 04/15/2025

       
      Complaint: 23205860

      I am rejecting this response because: I have tried and tried again to use your support system but it doesn't allow me to get to a place where I can make my concerns of being overcharged.

      Sincerely,

      ***** *******

      Business Response

      Date: 04/15/2025

      We received the additional information from ***** ******* regarding TurboTax. Thank you for the opportunity to respond.

      We could not locate any recent cases in our system to indicate that Ms. ******* has spoken with Intuit Support. We kindly request that she give our experts a chance to help before taking further action. We ask this of all Intuit customers. ******************** Support can be contacted at *********************************************, or through the in-product help menu in TurboTax.

      Thank you,

      Intuit


    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Like many others have experienced, I was charged for a service that i didn't know i was being charged extra for and It wasn't until after I paid that I realized I was mislead into paying for the "live" feature which costs an extra $50. I did not need and did not use this feature and would like a partial refund for the difference. I paid $129 when it should have been $79.

      Business Response

      Date: 04/25/2025

      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 issued a partial refund for order number TTWC5WB697223675 in the amount of $52.58 as a one-time courtesy.

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

      Regards,
      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:04/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 4/7/25 I attempted to efile my taxes using the turbotax software. After entering all requested information, I was prompted to submit payment of 207 dollars before continuing. After payment I was unable to Efile my taxes due to a glitch with the software asking me to correct my NY state tax return, which I was unable to do. I was helped by two turbotax different tax experts who could not figure out how to assist me to Efile which is my purpose for using the service. I was directed by the software and *** I would have to file by mail. I requested a refund and received an emailed response stating 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 p***are your taxes, regardless of whether you print or electronically file your return, or if it's rejected. I feel I deserve a refund since it was clearly a problem with the software as I was able to Efile using a different tax filing software.

      Business Response

      Date: 04/16/2025

      To Whom It May Concern, 

      Thank you for the opportunity to respond. We contacted Ms. ***** and explained that the online version of TurboTax is non refundable. Later we followed up with an email letting her know that we are also unable to refund orders placed through ***** Pay. We advised her how she can request a refund via Apple Pay. 

      She would will need to contact Apple Support directly using the following options:

      Apple Support Number: ************
      Apple Support Site: *****************************
      iTunes Support Site: **************************************

      Respectfully, 

      *****

      Case Manager | Office of the President

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