Question

Intuit Quickbooks is HORRIBLE

Forum|Forum|1 year ago
September 24, 2024
9 replies
34 views

Terrible setup, customer service, resolutions team! I need a MANAGER!!!!!!!

Hi, @AndersonR. I can see how frustrating your experience with QuickBooks has been, and it’s completely understandable to feel this way.

Your concerns matter, and I’m here to help. Could you let me know specifically what you need assistance with?

I'll be looking forward to your response.

A

AndersonRAuthor

From the beginning I’ve been having issues with excessive taxes being taken from my account. Regardless of me repeatedly asking for intuit quickbooks to stop I kept getting the run around about “corrections” needing to be made. Since the start of the issue nothing has been corrected and remains unfixed and more money has been taken and attempted to be taken. The reports don’t make sense and for the amount of money that has been taken, my federal and state account history do not match. Now they are saying the NSF hold is the problem yet I refuse to allow any more money to be taken out of my Children’s mouths. I’m a single mother and this is unacceptable.

Z

ZackE_

Moderator

Thanks for getting back with the Community, AndersonR. I appreciate your detailed information.

As an employer its important to make sure your employees are properly taxed. When taxes are underwithheld or overwithheld, you'll need to make adjustments to correct them.

Here's a few reasons why you may have under or over collected employee-paid taxes:

A tax rate changed.
Tax tables weren't updated.
The employee had a payroll item set up incorrectly.
Your employee wasn't marked as subject to a tax and should have been.

Initially, I'd recommend creating a Payroll Summary report. This can help to identify wage and tax discrepancies.

Here's how:

In the left navigation bar, go to Reports, then Standard.
Scroll down to your Payroll section and click Payroll Summary.
Choose a date range, then hit Apply.
Use the Customize option to make any necessary customizations.
Select Run report.

After identifying wage and tax discrepancies with your Payroll Summary report, you can get in touch with our Customer Care team to correct the employee's paycheck. Next, you'll need to refund their overwithheld or collect underwithheld taxes on the next paycheck.

If there's any additional questions, I'm just a post away. Have a wonderful Tuesday!

A

AndersonRAuthor

I am responding regarding the call I just had with Christiaan at QuickBooks payroll tax "front line" the reason for the call was a response to an email received stating that the corrections case would be closed unless I called. Which I was calling for. He instead lied stating he had documented in the email he was sending which is attached. I am writing this email and attaching the letter from the state showing that state taxes do not apply to me. QuickBooks has wrongfully had me create a state tax account, that was closed because as a sole proprietor I am not liable for state tax. Manager Heather stated that we are in this situation because QuickBooks cannot withdraw any more money from my account for future state taxes that I am not liable for. Collections process cannot proceed because of the NSF hold for future taxes that I'm not liable for nor will I be continuing with QuickBooks to pay.

T

TommyJonD

New Member

I've been a QuickBooks customer for over 15 years and have trusted the platform with thousands of pages of financial records. Unfortunately, my recent experience has been nothing short of a NIGHTMARE.

We were forced to migrate from QuickBooks Desktop 2023 after being told it was no longer supported and purchased QuickBooks Enterprise. Since then, it has been one problem after another.

Our payroll still doesn't work. Payroll taxes are not being withheld from employee paychecks. We cannot file our quarterly payroll tax returns (NOW BEING PENALIZED.). We've been told the cause is a security hold on our account due to a system "glitch."

The solution is supposedly simple: the Security Department needs to verify our business. Yet after 11 separate support calls, each lasting 1–2 hours, we've made absolutely no progress.

Every representative has been courteous and has genuinely tried to help, but the outcome is always the same:

"The Security team will email you."
"We've escalated your case."
"You're at the front of the queue."

After 11 attempts, we have never received a single email.

No one can provide a direct phone number for the Security Department. No one will transfer us to a supervisor or someone with the authority to resolve the issue. Meanwhile, QuickBooks continues billing us every month for a product we cannot use. WE ARE NOW WRITING OUT PAYCHECKS BY HAND!!!!

At this point, I don't need another apology or another promise that someone will contact me. I need someone empowered to fix this.

If anyone from Intuit is monitoring this forum, I would appreciate contact from someone in Executive Customer Relations or the Office of the President who can actually resolve this matter.

We also expect reimbursement for the service we're paying for but cannot use, as well as consideration for the dozens of hours we've spent trying to correct a problem that was not of our making.

This has been, without question, the worst customer support experience I've encountered in my 35 years of running a business.

T

TommyJonD

New Member

I neglected to mention, we are 36 days into this debacle!!!

SIAB

Level 2

@TommyJonD If no one contacts you directly within 24 hours, you should consider downgrading your Enterprise plan to Silver and using a 3rd party payroll app.

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