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soapsandsqueegee
Level 1

How to file a formal complaint against QuickBooks?

 
11 Comments 11
Vbstempe1
Level 1

How to file a formal complaint against QuickBooks?

Hi had just been on hold for about 90 mins waiting for the "approval" to talk to Level 2 Support since my issue was complicated and I need further help.  As I waited, I got hung up on 2 times.  I waited 25 mins the second time. Then I called into Sales because I thought maybe I could find out why was I paying for support when I had to be "approved" before the person who could help me could even talk to me. I'm confused because isn't that what I pay a huge amount a year for?  Support?  I am yet still waiting and it is another hour.  

 

I have endured Quickbooks in the last bunch of years, degrading your service but raising your monthly service plan.  Your support has good bad to worse.  When you started outsourcing, I thought it was hard enough.  Now I need an approval before I can talk anyone beyond the person who reads the community literature before I can get to someone who might really help and not waste my time.  How is this helping my company?  I am now worried that when something happens to my company file, I will have to wait half a day to get some much needed help. 

 

I put in this complaint to see if someone actually will care and not give me the standard "Oh I understand and I'm sorry" reply.  I realize I am just a fish in the pond but there are lots of fish in the pond that are struggling to get help.  

Ryan_M
QuickBooks Team

How to file a formal complaint against QuickBooks?

Hi @Vbstempe1,

 

I'd love to assist you with your concern.

 

Before we can proceed though, I'd appreciate it if you could share a few more details about your issue. This way, I can provide you the right troubleshooting steps, or an accurate answer to resolve your issue.

 

With regards to our Technical Support department, be advised that we have a limited number of support representatives due to the COVID situation. 

 

You can keep this article for future reference: QuickBooks Online Support. Other than the steps to contact technical support, it includes their hours of operation so you know when they're available. 

 

I'll be looking forward to your reply. Post it below, and I'll get back to you as soon as I can. 

Vbstempe1
Level 1

How to file a formal complaint against QuickBooks?

Hi, the main issue is I have not received a phone call as promised by your sales department & support team.  It has been over 6 hrs.  Is there a reason when I pay for a service, I don't get a courtesy of a response?

 

I needed help cleaning my company file.  When our file runs slow, we were shown by level 2 support to do something.  My web guy left the company and I don't know how to do it.  It was not condensing the company file. 

I was also calling about exporting data to a FTP server.  Neither could be answered by Level 1.

 

These are what I needed and it would have been real nice if someone called back.  Again, awful service!

Candice C
QuickBooks Team

How to file a formal complaint against QuickBooks?

Good evening, @Vbstempe1

 

Thanks for reaching back out to the Community and letting us know. It's my priority that you're able to get back on track with running your business. 

 

Using our Verify and Rebuild tool can help your company file run to its full potential. Here's how: 

 

Verify Data

 

  1. Pick Window and then Close All
  2. Go to the File menu. 
  3. Hover over Utilities
  4. Tap Verify Data

 

Rebuild Data

 

  1. Go through steps 2-4. However, select to Rebuild Data
  2. Press OK to backup your company file. 
  3. After the backup is finished, the Rebuild Data Utility will start. 
  4. When you receive this message, "Rebuild has completed," then hit OK

 

That's all there is to it! If this doesn't work, I recommend setting up a callback with our Customer Support Team again. They'll be able to use a screen share to walk you through some additional steps. Here's how: 

 

  1. Go to the Help menu. 
  2. Choose the QuickBooks Desktop Help option. 
  3. Hit the Contact Us hyperlink. 
  4. Enter a question and hit Let's talk
  5. Scroll down and choose to Get a callback

 

That's all there is to it!

 

Let me know if this helps and how your phone call goes. If you have any other questions or concerns, feel free to ask. I'll always be around to help. I value you and the success of your business. Take care!

Fiat Lux - ASIA
Level 15

How to file a formal complaint against QuickBooks?


@Vbstempe1 wrote:

I needed help cleaning my company file.  When our file runs slow, we were shown by level 2 support to do something. 

 

@Vbstempe1 

How big is your file size? Condensing the file is one of the solutions. If you are using QBD 2019 or later, you may split the file.

Lynn53
Level 1

How to file a formal complaint against QuickBooks?

I would like to file a formal complaint.  I have been working on an issue for almost four hours and I have gotten nowhere!

 

I cannot reactivate my payroll, but, I have been billed two months in a row for annual fee's.

 

Who do I contact other than the FTC?

LeizylM
QuickBooks Team

How to file a formal complaint against QuickBooks?

Hi, Lynn53. 

 

I understand the value of getting the best customer service experience in QuickBooks Desktop. Every enhancement we develop comes from our customer's voice. We take this as an opportunity for us to improve on how the program works.

 

Since this site is a public forum, securing our customer's personal and confidential information is a must.

 

For you to submit a formal complaint, I recommend reaching out to our customer support. This way, they can review it and forward your feedback to the Customer Service Department.

 

Here's how you can reach out to us:

 

QuickBooks Desktop

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Give a brief description of your issue, then select Let's talk, and then choose a way to connect. Phone support may be limited due to volume.

QuickBooks Online

  1. Click the Help menu in the upper-right hand corner.
  2. Type in "Talk to a human", then press Enter.
  3. Look for I still need a human and click on it.
  4. Click Get help from a human or Contact Support Team.
  5. Select between Send a messageSchedule an appointment, or Get a callback.

To ensure we address your concern on time, check out our support hours.

 

In case you need help in activating payroll in QuickBooks Online, you can check out its article: Reactivate your QuickBooks Payroll subscription

 

I'm always here to help if you have any other concerns with QuickBooks. Just tag my name in the comment section and I'll get back to you as soon as I can.

 

 

 

BABI
Level 2

How to file a formal complaint against QuickBooks?

I'd love to find out how to file a formal complaint also. I have been dealing with the same issue that was caused by QBO Payroll Expert trying to reclassify wages to be ERC since Feb, it's now May! The Representatives from the "Lets Chat" can not help me because they say the "Back End" support team has to handle the issue - the only way to apparently contact them is by email. I've sent 7 emails with no response. I feel your pain! 

AlexV
QuickBooks Team

How to file a formal complaint against QuickBooks?

Hi BABI!


At Intuit, we strive every day to ensure that all concerns are being addressed. This is not the impression we want you to experience.


As much as I want to, QuickBooks Community has limited tools and we're unable to check your emails and cases. It'd be best to reach out to our Support Team again so they can escalate this if needed. 

  1. Click the (?) Help icon and enter Talk to a human (then type it again when prompted).
  2. When asked by the bot, enter a short description of the concern. You can also type in here the case or any reference number if you're given one.
  3. Select I still need a human, then proceed with Contact us or Get help from a human.
  4. Choose either Chat or Callback.

 

In addition, reclassifying wages to ERC or Employee Retention Credit has to be done by our Payroll Correction Team. Once requested, by contacting our Support Team, someone from Payroll Correction Team will reach out to you. They can fix it as soon as possible depending on the number of paychecks. Still, I suggest reaching out back to them to check the status of it.

 

If you need more references in managing your business, feel free to visit this page: QBO Articles.

 

I'm just a post away if you need my help. Take care always!

sdodosn1973
Level 2

How to file a formal complaint against QuickBooks?

I myself I am getting ready to file a formal complaint and possibly a lawsuit against Intuit Quickbooks for a matter that has been ongoing for 3 weeks now. There was a $.02 shortage in our Q2 2021 tax payment made (we have assisted payroll) and I received a notice from the IRS  saying they are charging me $3401.85 penalty due to the $.02 shortage. I quickly contacted Intuit and they said the shortage was because of a back dated payroll I ran on 6/23/21. I ran no such payroll and immediately sent them all the documentation showing all the payrolls I ran. After 3 weeks I am still here trying to resolve this and I am done. 8 calls, 8 emails, numerous documentation sent and nothing. At this point I will be seeking an attorney to help us with this matter since apparently Intuit does not care and will be looking at a new company to handle all our payroll needs. In addition, I will be contacting the Better Business Bureau and the Attorney General for my State to ask them to get involved too. 

sdodosn1973
Level 2

How to file a formal complaint against QuickBooks?

I myself I am getting ready to file a formal complaint and possibly a lawsuit against Intuit Quickbooks for a matter that has been ongoing for 3 weeks now. There was a $.02 shortage in our Q2 2021 tax payment made (we have assisted payroll) and I received a notice from the IRS  saying they are charging me $3401.85 penalty due to the $.02 shortage. I quickly contacted Intuit and they said the shortage was because of a back dated payroll I ran on 6/23/21. I ran no such payroll and immediately sent them all the documentation showing all the payrolls I ran. After 3 weeks I am still here trying to resolve this and I am done. 8 calls, 8 emails, numerous documentation sent and nothing. At this point I will be seeking an attorney to help us with this matter since apparently Intuit does not care and will be looking at a new company to handle all our payroll needs. In addition, I will be contacting the Better Business Bureau and the Attorney General for my State to ask them to get involved too and will be posting on Twitter just how awful the customer service has been!

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