File a complaint to quickbooks

This is not the service we want you to experience, @Tysha8751.

I understand the impact of making you wait for a callback without certainty – I know too well it’s a situation that can ruin your day. Customer satisfaction is our top priority, and its important for us to respond to you as quickly and efficiently. Your feedback helps us to ensure we're able to assist our customers properly in a manner.

That being said, I'd be grateful if you can provide us with additional details about your concern? This way, I can provide accurate information to help you resolve it. Also,  this will help us route your complaint to the appropriate department that can address your concerns,

Looking forward to hearing again from you by leaving a comment below.

That's funny. The client already told you very specifically what the issue was and what department was involved. Your evasiveness just solidifies the fact that QB is not going to improve their customer service.

Qbooks does not know how to do client service?  Over the past 20 years, I have seen a total lack of commitment to customer service.  I called and left information to get a call back from them.  Their delayed call back ran into another zoom meeting that I had to attend & asked that I get a call back in 75 minutes.  Now 2 hours later.  I called a 2nd time and waited on the phone for 30 minutes, only to have that person disconnected me.  The online answers does not answer any questions-TI does not work.  Give me one reason that anyone stays with their service?  They claim to want small businesses to use their products, only to abuse them.  It is all about the money, be damned with the client. 

This is EXACTLY what I have been experiencing over the past 2 days.  I was told yesterday by JAKE (a supervisor) that he would have his supervisor call me at 9:00am today (5/4/21)  It is now 5:43 and NO CALL BACK yet.  I wrote this letter.  Customer support is AWFUL........................

This is not the experience that we want you to have with our representatives, brendacpa.

We'd recommend contacting them again and ask specifically for the previous representative or supervisor that promised you the call back. They'll be able to review your account and provide further details regarding your complaint.

Here's how:

1. Select QuickBooks Desktop Help from the Help menu.
2. Click Contact Us.
   
3. Type in a short description of your concern, then Continue.
4. Choose a way to connect with support.
    

For more details about our support availability, refer to this article: Contact Support. 

If there's anything else that we can give you hand, please let us know.

There are agents that are far better and far worse. Frustratingly, Intuit allows agents to just hang up. Since the calls are recording, any supervisor who cared at all could confirm that at no time were the agents harrassed or cursed at. And we are getting increasingly frustrated. Upon upgrading to 2021, the system required us immediately to re-enter the principal's information as well as a picture ID. When the picture ID was not processed within the time we ran payroll, our account was put on hold and our employees were not paid via direct deposit. And then we got another email saying the information does not match, even though it did and we got information both via email and via phone that the information had been corrected and matched and the hold had been dropped, and our employees would get their Friday paychecks on Tuesday. And today -- it's still on hold. I had to wait almost an hour for an agent to call me. She was snarky and rude and asked for information she did not need and then hung up on us when we called her out on that. You can listen to your own recordings and figure out who to fire and who to promote. At this point, the payroll is useless if you keep it on hold even after getting all the correct information.

I started calling yesterday morning to try to resolve an issue with Quickbooks Point of Sale.  I waited on line multiple times to get to service representatives.  I was finally promised a callback from a supervisor within a half hour, which I haven't received.  I called again this morning and was promised a callback within a few minutes.  After a couple of hours I tried again, and was disconnected while waiting.  Tried again and was again told I would be called back, which still hasn't happened and it's now the end of the day.  I need to get this resolved immediately for personal reasons, as I need to leave town for a few days.  What does it take to get a call back?

I appreciate you for letting us know about your experience with the support. This is something Intuit doesn't want you to come across in your future interactions, @cpaschal.

Our support team may take some time in getting in touch with you due to the high volume of calls and chats. Rest assured that as soon as there's an available person, they will call you back. To ensure that you'll be assisted on time, please see our support hours. 

I'm also here to help you with your QuickBooks concern too. Just place your concern in this thread so I can provide you a solution. Also, other QuickBooks users in the community might help you as well with it.

Also, our Help articles might have something that can help you with your QuickBooks concerns, too. Just make sure that the topic is set as "QuickBooks Desktop" to browse for related posts.

Post your concerns or click the reply button below for follow-up questions. I got your back. Keep safe!

Intuit support is a joke!!!!!!!!!!!!!!!!!!!!!!! 13 years and over $20,000.00 later and just a bunch of run around!!!!!!!!!!!!!  Again this is a joke and no customer is laughing.

Obviously you do not know how Intuit's system works.  You do not get a name of anyone.  Intuit support is a joke!!!!!!!!!!!!!!!!!!!!!!

@MLR1964 

Any specific issue?

We all know how to contract for chat, call back, etc.  The complaints are not addressed and resolved.

I am currently in chat, asking 1 simple question. - please provide email to supervisor or manager.  I am getting same response in their 5 min. lag time, what is your concern.

I have had same issue with project reports not showing ALL payroll posted to project since Feb. 2021.  I have been told multiple items.

I have had chat people waste my time then leave chat without saying ' we dont know why it doesnt work'

I have had emails with suggestions asking me to try with direction to respond with reply to email to only discover the cases are closed as resolved.  Perhaps the BBB would be interested in the false reports QB generates.

I've been trying to work out a whole host of issues with Quickbooks since August and the main response I get from everyone is that you need to upgrade to this other great new product that will solve all the problems. Since the end of August, I upgraded from QuickBooks Pro Plus 2019 to Quickbooks Pro Plus 2021 to Enterprise then downgraded back to 2021 and the solution from the tech yesterday was to upgrade again to 2022. None of this solves the problem I have which is that INTUIT seems to see our company under 3 different names or addresses which causes conflicts at every level including billing and tech support. I have begged technical people to allow me to speak to a manager, a supervisor or someone at a higher level and while some have promised a call from a supervisor, this has never happened. I am beyond frustrated with this company even though we have been loyal customers since 2012. As a small business owner, I would not recommend this software because you cannot get good tech support or anyone who can actually fix a problem. They will sell you more products though.

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@dubbya wrote:

I've been trying to work out a whole host of issues with Quickbooks since August and the main response I get from everyone is that you need to upgrade to this other great new product that will solve all the problems. Since the end of August, I upgraded from QuickBooks Pro Plus 2019 to Quickbooks Pro Plus 2021 to Enterprise then downgraded back to 2021 and the solution from the tech yesterday was to upgrade again to 2022.

 

@dubbya 

What is your specific issue?

Welcome to the Community, dubbya. I can certainly understand where you're coming from and want to make sure you get on the right track with this.

Since it sounds like there's multiple accounts for your company, and you're saying this is causing billing issues, I'd recommend continuing to get in touch with our Customer Care team to look into it with them. They'll be able to pull up your account in a secure environment and conduct further research into why there's multiple names/addresses on file.

You can reach them while using QuickBooks.

Here's how:

1. In the top menu bar, go to Help, then QuickBooks Desktop Help.
2. Click Contact Us.
   
3. Enter a brief description of your issue in our Ask a question (or tell us what's wrong) field.
   
4. Press Continue.
   
5. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

Once you've identified what's causing it with a support agent, they'll be able to go over what your options are moving forward.

If there's any questions, I'm just a post away. Have a lovely day!

Dear Quickbooks,

1) We signed up with QB payroll premium and paychecks are supposed to be automatic in the bank feed when you process payroll. We have followed the QB procedures and the paychecks process, but QB posts to the wrong bank account. After 8 hours asking where the paychecks were (as we couldn't find them), nor could the QB Team. We finally found them 3 months later...today! Going to the helpline, a very nice guy tried to help us, but couldn't work out why the paychecks were being sent to an erroneous bank account, nor could he get them to go to the right bank account...which is displayed in the payroll set up. So QB payroll has the right bank account in the set up, but posts to the wrong account. We were told (3 months ago) that this would be fixed in 5 days...3 months later, it still isn't fixed and we are going to manually fix this ourselves for 7 payment runs in the next couple of days.

We are exasperated by the lack of support!

2) We are also being overcharged for our QB payroll system and QB Online. Our accountant was told to disconnect QB payments which he did & re-connect it and he would be put back on the previous payment plan. This was also about 3 months ago and he/we have been overcharged for 3 months! No one at QB seems interested in fixing this for us.

We are having to consider moving away from QB because nothing ever gets fixed. We have stayed with QB because we have 10 years of history in QB that we don't want to lose, but don't know what else to do.

3) We have phoned QB numerous times: us and our accountant. We are always promised call backs and support that never arrives.

4) Our accountant was offered compensation for our problems, which he promised to pass onto us as ultimately, we pay the QB bill, but the compensation that was promised has not been paid. The compensation was 3 months free subscription for QB Online and QB Payroll. Instead of receiving compensation, he is being over charged and as a result, so are we.

This is our last request to QB. If you help us and resolve these problems we would like to stay using QB. If you continue to ignore us (a 10 year relationship is being trashed) we will have NO CHOICE BUT TO GO ELSEWHERE. We will all feel sad to leave our 10-years of history behind in QB.

Very sad QB customer,

Michelle

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@123145759773887 wrote:

This is our last request to QB. We will all feel sad to leave our 10-years of history behind in QB.

 

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@123145759773887 

You may consider to use a 3rd party payroll app and a 3rd party payment processor to integrate with your QBO account. Otherwise, migrate your data completely to another accounting app.

Appreciate your comments and counld not agree more.  I have been wrestling with a very simple problem for 4 days.  The quickbooks technical team and the quickbooks "intuit" team are MIA.  I have been promised (3) return calls, one asked me to wait by my phone for 15 - 60 minutes.  Nothing....Nada....

The insulate themselves in a customer service protocol which wastes everyone's time.

Just yesterday, I and a gatekeeper were tied up for 48 minutes waiting for a respond.  48 minutes wasted with him and with me.  

Unfortunately - this is the experience you deliver.  Quickbooks' special power is to frustrate it customers.  It seems your mission is to drive customer's to other service providers. 

@coffey830 

You can follow the same method to submit a poor review in BBB website. Hopefully you will receive a serious attention.

https:// quickbooks.intuit.com/learn-support/en-us/other-questions/extremely-poor-customer-service-at-intuit/00/983724

I mistakenly signed up for a cheaper monthly online Quickbooks deal and then found that I could not transfer my previously entered data, so cancelled immediately. They are still not cancelling my payments until February according to an e-mail I have just been sent. This is against the Consumer Rights Act 2015 as I cancelled immediately - so they are actually breaking the law in this country. But there is no way to complain that I can see. Really terrible service - firstly they don't explain a special offer in full detail before getting you signed up, and then when you immediately cancel they say it will take one month so they'll have to take a monthly payment. I'm just moaning on here to try and raise awareness of what a terrible company this is if anything goes wrong - absolutely no support - and their own marketing is deliberately misleading so lures you into signing up for things they don't properly explain

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@STAGmanager wrote:

But there is no way to complain that I can see.

 

@STAGmanager 

Check our earlier post.

Worse customer service I have every experienced with a product.  There are plenty of accounting software programs and cheaper ones too! I will never buy an Intuit product again

Dr Kevin L Hornbeck

I thought I was the only one having all this issues; at least they make it seem that way whenever I call. I've had multiple clients with issues in the "make deposit" section and no one seems to know why or how to fix it. It takes me hours to perform a bank rec, because it's so difficult to locate the various payments to complete a deposit. I have No sorting option anymore. The other problem I have with a few clients, somewhere down the line they have lost the ability of viewing previous bank reconciliations. Some never worried about printing those reports, since they would be available as needed, well come to find out recently they are no longer available.

I can certainly understand the frustration everyone on this chat is experiencing because I am beyond frustrated too. It's probably time to start searching other options. Prices are way up with No concideration to all those small businesses struggling to stay afloat after the affect of the pandemic and service has extremely declined.

When calling with an issue now, you have to go thru various departments to get to the right place, because their automated system keeps changing and no longer routes you to the correct place. I'm always routed to Quickbooks Online (which, by the way, is another Joke!).

What I want to know is where is the CEO or CFO of this company? Hiding behind all the $ bills, for how long do they think they can get away with it. Very poor service.

FRUSTRATED!