How do I file a complaint about Intuit Assisted Payroll?

Leandro I Braslavsky Soldi · ‎February 11, 2022

In September 2021 we switched accounting systems. We moved to QuickBooks Desktop and added Assisted Payroll. The quarterly reports have not been filed in a timely manner, we are getting delinquency notices for our RT-6 forms for Quarter 3 and Quarter 4 of 2021 and the W2s for ALL of our employees are wrong as they are not taking into account the deductions for the pension contributions (Box 12). All the problems seem to be tied to "onboarding" or that is what every new agent says. We have been trying to get ahold of someone who could help us with this situation, amend the YTDs, the W2s and file the corresponding reports in a timely manner, but it seems impossible. We have called dozens of times, every new agent assigns us a new case number each time, our case(s) are "escalated" and still nobody responds. We are a government agency and need to keep our documentation timely for audit purposes and QuickBooks and Intuit are just making this task impossible. Needless to say that it is February 11th and our personnel are still waiting for their amended W2s.

Is there any way we can have someone help us in this situation? Is the solution just to move to a different, more professional and customer focused accounting software?

Thank you,

[name removed]

Director of [company name removed]

Just_me · ‎February 11, 2022

There really is no way to complain to Intuit/ Quickbooks.

You could always file a complaint with the BBB, not that it'll do much, but maybe save others from the hassle and bs of what we're all going through.

Sorry for your frustrations.

Good luck.

Charies_M · ‎February 11, 2022

Hello, 0063-9881-8454-079.

I appreciate you for letting us know about your experience with the quarterly reports not being filed timely while using Intuit Assisted Payroll. This is something Intuit doesn't want you to come across in your future interactions.

As I've checked the status of the issue from the previous calls you've made, I would like to inform you that this has been escalated. Our team is working on getting this resolved. Please expect an update via email once the fix is available.

Also, here's an article for more insights on the common questions about QuickBooks Desktop Assisted Payroll: QuickBooks Desktop Assisted Payroll Service

I'll be right here if you need help with anything about QuickBooks. You take care and have a great day ahead!

Leandro I Braslavsky Soldi · ‎February 11, 2022

Thank you for your reply, Charies. However, the case has been escalated days ago and we still get no response. The onboarding experience has been really traumatic, totally opposite to the promises made by the QuickBooks sales team, and we are still suffering the consequences. As of today, my staff is still waiting for their W2s to file their taxes and we keep getting delinquency notices for not filing our RT-6s in a timely manner.

I hope the fact that you read this message in a "public comments" arena makes the difference and we can finally get our systems up and running as they should.

I appreciate your help.

Kind regards,

Leandro I.[Removed]

Director of Finance & IT

South Florida Regional Planning Council

Leandro I Braslavsky Soldi · ‎February 14, 2022

Is there any way somebody will follow up with this issue? After your response, nothing else happened and we are still in the same situation...

Giovann_G · ‎February 14, 2022

I know this hasn't been easy for you, Leandro.

Your issue has been escalated, as my colleague mentioned above. Our team is working on resolving this, and you should receive an email once it's fixed.

I recommend contacting our Payroll Support team again to follow up on your matter. They have the tools to access your account and take further steps to resolve the issue.

Here's how:

Open QuickBooks.
Go to Help, then select QuickBooks Desktop Help.
Select Contact Us.
Enter your concern, then select Continue.
Choose a way to connect either Start messaging or Get a callback.

You can also contact the number that appears on this article so you'll be routed to the correct support: Contact Payroll Support.

I've added this handy material for more insights about employer health insurance: Report employer health insurance on W-2s.

We appreciate your patience as we're working on this. You're always welcome to add a comment below if you have any other questions besides this W2 concern. Take care and stay safe!

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How do I file a complaint about Intuit Assisted Payroll?