Quickbooks Live bookkeeping is TERRIBLE

Welcome to Intuit Support. Based on other posts here, your experience is somewhat typical.

Gone are the days where you'd call Intuit and they'd just pick up the phone and help you. Years ago the complaints were more like, "the hold times are too long" and "I had to talk to three people in a row". 

Now they're more like yours: "I can't get any help. Reps don't seem to know how to help me. I'm promised callbacks that never happen. And worse, when I call back to escalate, I'm "mysteriously" disconnected. Over and over."

Wow, they sure got me. I had no idea their support was that bad. I really wish I had known that before signing up.

I appreciate the reply.

I am writing this so that I can mark as solution - I canceled my Quickbooks Live account and filed a charge-back with my bank.

A month wasted trying to resolve this.

The lack of support is one thing, but the unresponsiveness is another.

Their sales department is easier to reach than their actual support. That says it all.

Best solution is: find a different company other than Intuit. 

Your much better off with a local bookkeeping service . 

The big companies are very hard to work with.

@parkeast007 @BigRedConsulting 

You are spot on.  It is surprising how many of the issues posted on this forum would fail to exist if members were using local bookkeeping and payroll services.

Intuit has seen a 42% increase in revenue, a 32% increase in net income, and shareholders have seen a 26% increase in dividends over the past two years according to their 2021 10-K filing.  You're likely to see that increase even more with subscription-based QBD beginning in 2022.  When management sees those types of increases, it's natural to think everything is fine.  The expression "You can't manage what you can't measure." is apt here.  It's impossible to measure the negative impact of poor customer service when all indications point to strong growth for the company and increased shareholder return. 

The end result of this poor customer service is an increasingly dissatisfied customer base.  Unless there is a wave of defectors, the downward trend of poor customer service will likely continue.  I assume that we all feel that the overall level of customer support, across most industries, has been on a steady decline.  Blame it on the pandemic or whatever else, but the bottom line is that the world will continue trending toward more of a self-support model where "help" is posted online instead of in real-time and the customer shoulders more of the burden for fixing their issue.  That's where your suggestion about using a local bookkeeping service comes in - you have an actual person to talk to, in real-time.       

Local Bookkeeping Services are always best. 
Support your community. Help your local bookkeeping friends .

We ( as local professionals) care about our customers and do everything in our power to make them happy.

Quickbooks online is a great product but it doesn’t help that Intuit keeps raising the price.

 Thank you 

I hope you found a solution for your needs. 

Clever marketing HaleBookkeeping :)

I have had an online business since 2010. I have dealt with thousands of web tech companies and spent thousands of hours dealing with tech support. Intuit/Quickbooks is, without a doubt, the absolute worst support I have ever experienced. They simply do not care. Their words say they do, but their actions prove they do not. Sasan Goodarzi earns over $68K a day and  Intuit is a multi-billion dollar company. They have the resources to provide excellent customer service, they just don't care to. Using Quickbooks Live Bookkeeper is one of the worst decisions I have ever made.

Yep. I’m going on 90 days. I’ve been through 4 bookkeepers for cleanup and the last one is amazing. Every single one has apologized and said they have everything  under control but they definitely didn’t. I WILL SAY that my lost recent person has managed to fix almost everything within 2 weeks. I’ll be contacting Qb for my $400 refund since they did not clean up my books within 30 days despite having all of the requested documentation. 

Hi,

I have the EXACT same experience.  The LIVE quickbooks team has messed up ALL my books and now tey are absconding, refuse to reply to my messages, refuse to clean it up.  I have been begging for an appointment with the clean up team for 2 weeks BUT NO APPOINTMENT.  The books are so messed up , I cant even give them to my CPA or take thenm to another accountant.  

This is a nightmare! I hate that no one answers when I message them. 

I'm having the same problem.  The clean up was done incorrectly.   The bookkeeper continued that trend and now refuses to fix it.  Sorry, but erroneous transactions you pulled off of someone else's PayPal register DO NOT go in Distributions to the Owners.  Not in ANY universe.

The automatic payroll also messed up all the books.  Now my customer has an absolyte mess and paid well over $15,000 for it.

Hi there.

I understand how critical and accurate bookkeeping is for your business. Addressing any incorrect alterations is essential to maintaining your financial integrity. Rest assured, I'm here to help you dispute those changes and ensure your books are corrected.

Before contacting support, document all the discrepancies or errors made by the bookkeeper. This will help you present a clear case.

• Identify Errors: Review your financial records and list all the transactions or changes you believe were mishandled.
• Gather Supporting Documents: Collect any relevant documents, such as original bank statements, receipts, and any other evidence that shows the correct information.

When you contact support, explain the issues you've identified and request that your case be escalated to a senior bookkeeper or manager. Make it clear that you need a review and correction of the errors made. Here's how:

1. Head to this link: Contact Us.
2. Select QuickBooks Online product and click Continue.
3. Select Contact Us and choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.

If you've worked with a specific bookkeeper, you might have their direct contact details within the QuickBooks Live interface. Formally request a thorough review of the disputed changes. Ensure that you expect these errors to be corrected and your books to be accurately adjusted. Based on your comfort level, you can request a different bookkeeper to handle the review and future bookkeeping tasks, ensuring that previous mistakes aren't repeated.

In addition, you can personalize each role to suit your business needs and allocate individual permissions for specific tasks. Review these links for the complete details:

• User roles and access rights in QuickBooks Online
• Add and manage users in QuickBooks Online

We're dedicated to providing the best support and ensuring your financial records accurately reflect your business activities. Feel free to reach out anytime for further assistance.

I find it adorable that you dont think I've tried that a dozen times for the last 9 months.   Send in the fixer!

Hello I feel your frustration too I've been having QuickBooks live bookkeeping for 2 years now. I just received a letter for disengagement they called give me and said  that they can't handle my books no more....How does QuickBooks not be able to handle QuickBooks account. I paid almost 6 months with no results.The bookkeepers that they have taken care of the books work from home with a lim time limit only with a lot of distraction. One time my bookkeeper had the dog barking and a kid crying in the background and couldn't hear nothing and blamed it on my connection. When I initially signed up for the description which was a huge subscription deposit I specified to them I did not want no journal entries that all my transactions within the QuickBooks account that is linked to my bank account but after signing up and taking my deposit and a few months descriptions they made it aware that they do not go previous years to fix the transactions so they may journall entries to make up the balance to match my bank statements which now I have double entry because the entry is already in QuickBooks in the previous years but they're not allowed to go back that far which don't make sense...

Well I need someone to reach out to me personally from my account because I've been through three bookkeepers and now the last bookkeeper send me a disengagement letter says they can't handle my books no more how does QuickBooks not be able to handle QuickBooks account they always giving you broken promises in fancy apology letters like the one you wrote 

google affordable accounting solutions Waxhaw NC. My monthly bookkeeping starts at only 150$