QuickBooks,
I am writing this time to report dishonest and unethical tactics used by your sales personnel - specifically Angela Martin ([email address removed]).
I recently switched accountants for my small medical practice. I am a physician practicing in Maryland. My former accountants had done my finances through a QuickBooks online subscription that they paid and managed (Sensitive Information Removed).
As my new accountant uses QuickBooks desktop, I spent an hour on the phone with QuickBooks on May 29, 2024 trying to determine how I could transfer my data from the online to the desktop products. I learned that this is not possible unless I updated my account to an Advanced account. I was offered various promotions for an advanced account but we could not proceed as my former accountants still had amin rights to the account (0096). To facilitate this, my former accountants agreed to transfer administrative rights to me which they did on May 30, 2024. I accepted the transfer on May 30, and the account moved under my name, with the prior subscriptions being cancelled.
I called QB on May 30, 2024 after the transfer to discuss having my account made into an Advanced account so that I could complete the transfer to my new accountant's QB desktop account. After an hour on the phone, I was told that the payroll data would never transfer regardless of whether the account was Advanced or not. I realized at that point that my only option was to subscribe to QB and unnecessarily pay the subscription so that the new accountant could access my company info in order to run my payroll. The representative I had been on with for an hour wanted to transfer me to sales but I had to get off the phone and get back to work as I had already been on with QB for over an hour (again getting nowhere).
One minute later, I got a call from QB salesperson Angela Martin. I explained that I had to get back to work and asked that she call me in the morning on May 31. As I had not heard back from her by 2 pm May 31, I called QB sales to try and finalize my subscription.
I spent an hour on the phone with them being told I was not eligible for a discount as I had an existing account. I explained to them that I was not the account holder and had never paid for a QB subscription. While they were exploring options, Angela ended up calling while I was still on the phone with QuickBooks sales. She said I would qualify for discounts and she encouraged me to get off the phone with them. Angela then offered me 75% off QuickBooks Plus and Plus payroll if I paid a year in advance. I was very clear asking her to confirm that the subscription would be applied to my current account (Sensitive Information Removed) and not a new account all of my company data was under the existing account and I had learned about the limitations of the data transfer in the hours spent on the phone with QB in the days prior. She and I confirmed this on numerous occasions.
Because of this, I agreed to pay the one-year subscription of $450 in advance. Once my payment went through, she said she’d be placing me on hold momentarily and to look out for an email with the transaction details. Suddenly another representative picked up. At the same time, I received an email indicating that a new account had been created with a new company ID number (Sensitive Information Removed) devoid of all my current business records.
I spent over an hour on the phone with the new technical support person, Lilly. We attempted to switch the account to monthly payments after which we had planned to cancel it. Unfortunately, we could not switch to monthly billing as the payment had not yet posted.
Lilly created two separate case numbers, one for each of the accounts. She put the case notes from our discussions into each of these cases.
Original acct: (Sensitive Information Removed)
case #: (Sensitive Information Removed)
New acct: (Sensitive Information Removed)
case #: (Sensitive Information Removed)
Could someone please review and see that my money is refunded immediately and in its entirety? I would also like to ensure that no commission/bonus pay goes to Angela. I simply cannot be on the phone for hours more trying to resolve this issue that could have been avoided altogether if Angela were honest. If the $450 rate can be applied to my current account (Sensitive Information Removed), I would be fine with that. Otherwise, I will move to another payroll provider or pay an admin in my new accountants’ office to manually move the data into their QB desktop program.
Angela was very dishonest and would benefit from additional training else she will likely have a very rocky career.
QB/Intuit is a business serving businesses. You should be setting a standard when it comes to honesty and ethics. Again, just very disappointing. Angela shame on you to transfer the call once a payment went through.
