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Lmann1
Level 1

Customer Service Complaint

It's virtually impossible to get any issues resolved. I used chat and was told I could not be assisted, the rep told me to use the callback feature ( which I had previously done) and I got a call back from the automated system saying- sorry we missed your call - then it hung up. 

I called back and finally spoke to someone on the phone. I was on the phone with him for an hour and he could not resolve the issue (refund). I asked to speak to a supervisor and he took my information and said someone would call me back within 24-48 hours. It took them all of 15 minutes to take my $500 and now I'm getting the runaround. 

The sales rep sold us a "clean-up sku" that we did not need. We were very clear about what we needed to do and she was pushy and insistent that we need the $500 clean-up service plus the $200 a month maintenance fee. She charged us for the $500 service and a NEW subscription and never even set us up for the monthly maintenance plan that we needed the most.  On top of everything else, the rep told us that if we get a refund it MAY be prorated. WHY??? We just set it up today!! He could not give me an explanation.

We had a conference with the QB for clean-up and he was the one that checked with his managers and then told us that we did not need the clean up service. He said it was not a good fit for us and we needed to be set-up with the monthly maintenance team.

A whole day wasted, no resolution, no refund and we aren't even set-up for the proper plan.

9 Comments 9
AlexV
QuickBooks Team

Customer Service Complaint

Good day, Lmann1!

 

That's not what we want you to experience. If I have the tools needed, I'll be the one to process the refund and set-up for the proper plan on your behalf.

 

I understand that you already contacted our Support Team and I'm sure you don't want to repeat what happened. However, only they can process it since QuickBooks Community has limited access for security reasons. It's best to give them a callback so they can set up the correct plan and updates about the refund.

 

Also, you can check here how to request a refund for your QuickBooks product

 

I'll be here if you need anything else. Just leave a comment below!

Fiat Lux - ASIA
Level 15

Customer Service Complaint


@Lmann1 wrote:

I called back and finally spoke to someone on the phone. .

 

@Lmann1 

Just to clarify one thing, which phone number did you dial?

Lmann1
Level 1

Customer Service Complaint

So l far I been given FIVE different numbers to call and one rep told me there is not a phone number I have to send an email.

 

Tanisha, the person who sold me the plan told me she would send me an email with her direct contact information and that NEVER happened.

 

I can only get an automated system and it WILL NOT allow me to speak to a live person. 

Fiat Lux - ASIA
Level 15

Customer Service Complaint

Share the numbers here and we may help to verify them.

Lmann1
Level 1

Customer Service Complaint

Quit wasting my time and have someone contact me that can get this issue resolved. I finally did reach someone today who once again told me he could not resolve the issue and I had to wait 24-72 hours for a call back to let me know IF they can resolve the issue. 

Your website pricing shows a $50.00 set-up fee, your rep never offered that. Instead she insisted the $500 clean-up fee which we do not need since there is NOTHING to clean-up. We need our account to be set-up AND maintained

 

You have MY phone number AND email. Send me an email that I can ACTUALLY respond back to. We are losing time with getting our account set-up and running because apparently it cannot be set-up until this issue is resolved. 

 

So instead of asking me to provide you with useless information.... get this fixed!

Just_me
Level 8

Customer Service Complaint

@Lmann1   The reason everyone here is asking for such information is because NO ONE here has access to your account. We don't have your phone number or email address.  We don't want it, as We are all just users of QB Products, just like you... a customer. 

 The ones that say "Quickbooks Team" or "Moderator" are the ones that work for QB and even they don't have access to your information.  We are a community of CUSTOMERS, Just like you, trying to get answers and help those that we have the answers for.  

We are trying to help you figure out what has been going on and if you have a fraudulent number, or if it may be legit.  

Don't get mad at us.  WE DON"T WORK FOR INTUIT or QB. 

Fiat Lux - ASIA
Level 15

Customer Service Complaint


@Lmann1 wrote:

\Your website pricing shows a $50.00 set-up fee, your rep never offered that. Instead she insisted the $500 clean-up fee which we do not need since there is NOTHING to clean-up. We need our account to be set-up AND maintained

 

@Lmann1 

The ugly truth, you were scammed. Please don't mad at me 8)

As another option, you may need a bookkeeping app to integrate with your QBO. They will help to setup and maintain your account if required. 

Macguyboston
Level 1

Customer Service Complaint

We have a client running QB Server for Mac. Suddenly this morning, data file sharing stopped working. Did all our troubleshooting, then tried to contact Intuit. No phone support available. Started a text chat at 12:57PM. Was told that 'Francis' joined the chat at 1:29PM. As of 2:20PM, 'Francis' has not responded to any of my texts.

 

We've moved the client's data file to their local machine, but have no answer for them as to when and how we'll get this problem solved. I've been reading literally hundreds of frustrated Intuit customers who can't get any tech support. The end users can't quite believe that Intuit won't answer or support their product, but that't the reality.

RenjolynC
QuickBooks Team

Customer Service Complaint

Hello, Macguyboston.

 

This is not the experience we want to give our customers. I'll share an article that includes some solutions that you can follow to resolve your concern.

 

The issue might have something to do with multiuser sharing. Before doing anything, please make sure to have your client's QuickBooks Desktop for Mac updated to the latest release. Then, follow the solutions in this article: Troubleshoot multi-user issues for QuickBooks Desktop for Mac.

 

If none of the steps worked, I recommend reaching out to our Customer Care Team via chat or call.

 

Here's how:

 

  1. In your QuickBooks Desktop program, go to Help QuickBooks Desktop Help.
  2. In the Have a Question window, click the Contact Us link at the bottom.
  3. From the Contact Us page, select any topics.
  4. Under Here's how to connect with a QuickBooks expert section, click the Start a Message or Get Phone Number button.

Please let me know in your reply if you have any follow-up questions or other concerns. I'll be around to help you out some more. Keep safe!

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