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Today, I had the pleasure of experiencing the most appalling treatment I've ever received from the Supervisor of Intuit Full Service Payroll, Jessica **. In January, 2019, I attempted to sign up as a customer for Intuit Full Service Payroll. I hopped on a call to get on boarded and was informed by the sales agent that they would not be able to provide service for my Company due to the employees not living in the United States. No problem at all, I said, and moved on with my day. My Company does thousands of transactions a month, and I happened to notice, today, May 22, 2019, that buried in my financial statements I was billed for Intuit Full Service Payroll for the last few months.
Darn, I thought to myself, as I Googled the customer support number to make what I thought would be a routine phone call to Intuit to get a refund for the account that never was. Golly, was I wrong, as what ended up taking an entire hour out of my busy resulted in me essentially being told by Jessica **, the supervisor of Intuit Full Service Payroll, to essentially go ** Myself, and that they would only be giving me a refund for one month. The notes in the customer support ticket dated January clearly noted they would not be able to open my account and to close it. Then why am I still being billed?! Well, apparently, they opened a second account for me, which also never made it through onboarding, and was not capable of providing me service!
Clearly an internal system error on their end. I've never even logged in since January and was told clearly by Intuit no service could be provided to me. But big boss lady Jessica, high on her Supervisor role power trip, tells me that they can't refund for nonusage!! You can't refund for nonusage when you told me I can't use your service and that you would cancel my account then went on to bill me for several months? Your system apparently created another account for me that I never used but get billed for? Even though I'm not allowed to use it? That is called stealing - when you take money from someone without their permission and refuse to give it back!
As someone who has built businesses based on customer experience and feedback for the last 7 years, Jessica ** provided one of the worst and most unreasonable experiences I have ever witnessed. All of the customer support agents that went back and forth with me, before passing me along to their big bad boss Jessica, all agreed with me and said it's ridiculous they aren't going to issue me a full refund. American Express has been notified to issue a chargeback to my account for your Company's fraudulent charges against me. Recommendation to all potential Intuit customers - stay far away - they are predators who will do whatever it takes to steal your money.
I purchased QuickBooks with the payroll services that clearly was marked free payroll services for one employee upon purchase. I only have one active employee, this should work good for my extremely small business. Well once you input your bank account or credit card number you messed up big time. I was charged right away for a subscription fee of over $500 because I listed more than one but never activated the other. So I still have only one employee and never ran payroll on him through this software. Called the day I got the first charge and cancelled on the spot.
One year later I get another $506 charge for renewal fees. Are you kidding me. Thanks to this unexpected expenses my bank account went negative and bank charges are adding up. When called they agreed to reimburse in 3-5 business days. Since this is Wednesday looks like it will late next week. In the meantime I’ll be eating jam (2 pieces of bread) sandwiches. Don’t be foolish enough to waste your hard earned money.
All info is correct, and Intuit will not send any notification emails about my paycheck anymore. I will have to use a different payroll service since Intuit doesn't care about fixing their email problems.
They are incompetent. It is mid-March and we have 5 states that have not been filled as well our our Federal 940 and Q4 941. Each email we send takes up to 21 days to get a response. In addition, our Texas Q4 report received several notices all of which were forwarded to the taxnoticeresolution email address. The response we got was, "We have made several attempts to reach out to the Texas Workforce Commission tax agent for additional information in order to research your tax notice and have been unsuccessful. You will now need to contact the Texas Workforce Commission tax agent listed on the notice, in order to resolve this discrepancy. Your case has been closed at this time." I then called them and the person listed on the notice picked up on the first ring. How is a resolution to "go do it yourself." They are a garbage company and I cannot wait to stop using them when our busy season comes to an end.
If you can avoid Intuit online payroll. All their customer reps are in the Philippines and you are lucky to get someone with bad English. Every issue with Intuit payroll takes 5 calls to correct with each lasting about an hour.
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I really wish I had seen these reviews before switching to QuickBooks payroll. I have an issue that I have been trying to get resolved since beginning of January, which I need to get resolved in order to print W2s and 1099s and today is the 28th. I have called probably 7 times and each time I get a different rep, who doesn't know what is going on and who gives me different information. I've been promised since the beginning of January that this problem would be taken care of but it is still not. And, today, 3 days before the W2s and 1099s are due that they might not be able to fix the issue. I have spent hours on the phone with them over the last few weeks, an hour and 27 minutes just today. I do not have time for this. The representatives that I have talked to are not very knowledgeable and every rep has told me something different - one didn't know anything at all. This service is horrible and I am supposed to be part of some priority circle.
Every year I have problem after problem with this software. After the required upgrade to QB 2019 I called to activate the software. They had me on the phone for over 3 hours before finally getting it to work. Two week later when I went to run payroll again I had the same problem with 2 hours to activate the software. Now I am 4 weeks out and on the phone with support once again. Current call time is 35 minutes. I don't recommend the software to any company.
If you don't mind sitting on the phone with customer service to tell you the incorrect information so you have to do it again and again; then this is the product for you. I've used every kind of payroll service out there. ADP, Paychex, QuickBooks Desktop payroll module before the recession, ACS, Payroll Solutions, CFS, and tried and true federal forms without software. I have 10+ years of payroll experience. This is the worst product on the market. I highly recommend you outsource payroll to a local company you can email and call to get a knowledgeable person right away; not some know-nothing level-one tech with supervisors who only repeat the misinformation their tech did. I've never wasted so much of my time during one payroll season. I won't forget it, and I won't recommend this to anyone ever.
Congratulations for making the WORST list. The only way to make this service better is to go back to the old school payroll module, where you do your own payroll (assuming you know how) without any of the lockouts from assisted payroll or full service payroll. Or you could pay me for the time I have to sit on hold with your impossible customer service. My wholesale rate is $100 per hour. You owe me big!
I purchased Quickbooks in August 2018. I purchased the Enhanced Payroll at the same time. I have done payroll since that time. On 21 January 2019 I received an update. All of a sudden the Quarterly forms for Federal and State showed up. Unfortunately this means that I did not file them for the 3rd quarter of 2018. Called and talked to tech support. The first person could not understand English. The supervisor finally understood that the forms are supposed to be in the program so that I know to file them and at what time. She consulted Tier 3. I was told that I had not updated the program or payroll service correctly and that no one else had this problem. Well I have automatic updates turned on in the program and before doing any payroll I check for updates on the payroll services.
I then was told I should have called when the forms were needed. I pay them to have the information in the program so that I know when they are needed. It is bad enough that my quarterly forms are late. Enhanced is supposed to let me know what and where to file and prepopulate the forms. The fact that they blamed me for messing up is not acceptable. Terrible customer service.
I have been happy with QuickBooks Payroll until the last six months. The online payroll has been experiencing major glitches - especially 3rd quarter 2018 forms and taxes. Part of the service is to populate due taxes and forms. We depend on that service to submit our taxes and forms on time. I have called on this several times, spent many hours on the phone with them as to why they did not pay or populate the due items in the time frame it was due. It is has happened to several of my clients companies and not only is this unprofessional - but it reflects on me and the services that I offer. When they receive letters from the state and federal government in regard to late payments or non-submission of forms - then it is indeed embarrassing.
QuickBooks admits it is their fault. However, they will refund the service fee or do anything to assume responsibility for this. I am certainly looking at changing over all of my clients at this point to other services. I have begun to look around. I am a long time loyal user and feel completely let down by this company. I think they have gotten too large.
I have been using Intuit for 4 years now, and all the sudden they say that because we switched from Desktop to Online QB, we have to cancel our payroll and start all over again, Complete laziness on their part, they have been giving us instruction on how to transfer for the past 5 weeks...which we followed implicitly only to find out in the eleventh hour that we have to enroll again because they can't figure out how to transfer... BOGUS! Going to Paychex.com now.
Did you know? That the address field for W-2 forms downloaded from Intuit Payroll and mailed to employees is limited to 3 lines? That means that everybody who lives in an apartment will get their forms returned to the employer. I pay too much for such garbage. In addition, the web interface is very clunky 20th century and their paycheckrecords.com site will not let employees in to inspect their pay stubs if they do not include the www prefix in the URL. Wow. That is stunning in 2019. Support has been useless whether online or by phone. I have been repeatedly told that there is nothing they can do about my problem and once insisted I shouldn't want something that i can't have rather than saying that they would look into my suggestion. Time to look for a different service.
Had a NSF charge of $100.00, called in and was told my account did not have funds. Went to bank and money was available. Had to wire funds this morning and was told the hold would be removed, nothing.
Intuit is a bunch of thieves and liars. I have a client that they will not allow to have efile but yet they collect the fees every month. I have spent over 10 hours on the phone trying to get this resolved and every time I am told it has been "escalated" and will be resolved. 3.5 months later and it has not been. Supervisor Chris on the phone yesterday literally used the words "I promise this will be working by the start of business tomorrow." It is 11 am and I call in because it is still not working and am told 1-2 business days. HOW MANY TIMES HAVE I HEARD THAT?!?! I am sick of being lied to and pointless phone calls. They take your money and do not deliver service, which is thievery. DO NOT TRUST THIS COMPANY TO DO THE RIGHT THING AND FOLLOW THROUGH!!!
As a longtime user of Paycycle through QB, I was disappointed when they sold to Intuit. As the years have gone on, service has gotten steadily worse culminating in this last quarter when I can't even pay my Employment taxes. Oregon passed a transit tax which was figured incorrectly by intuit PR and come to find out I had to pay it myself! I had assumed that Intuit would send in electronically, since I had no notice to the contrary. Several months later I see a disclaimer that they don't e file this tax.
Also they will e file a garnishment for a drug fine but not for child support payment. Again, providing fillable forms for those but not telling me it wouldn't send payments to proper agency. The CS agents are lovely but most don't know a thing about US tax system or business so can't understand or help with the simplest issues. I too have been shuttled between QB and intuit over simple payroll issues. And besides that, my fees went up from $50 to $95 without so much as an email notice. Again CS rep said something like well all prices go up!! I will be looking for different company.
Have been using QB and QB payroll since 2004 for multiple businesses. In 2018, Arizona changed the law and now entitles PT employees to accrue up to 24 hours of sick time pay per year. Although QB reps will provide how to set that up, IT DOES NOT WORK!!! I discovered in October, that I had overpaid one employee by 10 hours! (QB neglected to stop accruing her sick time hours after she got and used her 24 for the year). Upon learning this, I saw the same errors on multiple other employees and needless to say... I was HIGHLY agitated by this! I immediately called the QB center, and after a 2 hour conversation, found out that they already knew about the problem, and they were working on it. HOLY CRAP!!! How many out there have overpaid an employee and don’t even know it yet? And if that employee has already quit - there is no recourse for you to get your funds back!!!
This is unacceptable and shouldn’t a payroll provider be held legally responsible for this type of error??? Of course, they have some sort of disclaimer in place to protect them, and by doing so... at the close of the year... the problem STILL exists! To determine how much sick time I still needed to pay out at end-of-year, I had to manually, go through each employee, add up their worked hours, multiply that by 0.03333, then subtract that from the sick time they already used. SERIOUSLY??! Now I will be searching for another means of doing payroll - and NOT to use QB anymore. Buyers/Users... BEWARE!!!
If I could give no stars I would. I've been a faithful Intuit Online Payroll for Accountants user since 2012 when I opened my own company. I have processed literally thousands of payrolls for a variety of clients. In July 2018, Nevada stated they would no longer accept paper-filed UI forms. Given that Intuit filed all forms electronically, I didn't see a problem until I went to print the forms for my clients and discovered Intuit no longer prints the forms only the worksheet. Here "my client" have a worksheet. You can only imagine what the reaction of my clients were when I handed them a worksheet that specifically states "DO NOT FILE THIS WORKSHEET". No "Client Copy" or "Reference Copy". Nothing to indicate the form was filed or for that matter paid... They didn't need to change the code, the system worked perfectly.
Now, it is time to send out W-2's for my clients and guess what... Yet again, Intuit has made an unnecessary change by changing the way the W-2's print so all the forms that I pre-ordered to be proactive about my processing are completely useless and do you think Intuit is going to reimburse me for the cost to replace all these forms? Not a chance. Now I'm forced to expend money on new forms and envelopes that conform to the new Intuit layout or expend money to buy a piece of software that will print on the forms I've already purchased.
I've spoken with several Intuit people about these situations and all I get is "We're so sorry for any inconvenience and I will escalate this to our developers." Lies, lies and more lies... I've even talked with the "Office of the President", but haven't heard anything from them in several months. I guess they figured I was going to forget about all the issues and just blindly keep using their product. Needless to say, they've made it very easy for me to change payroll providers. I'm taking my business to Thomson-Reuters. It may be a bit more expensive, but at least I will be able to provide my clients with the service they expect and deserve.
I've been a long term client of Intuit's. Our payroll is a bit seasonal and in Q2 I had no payroll. At the beginning of Q3, the next quarter in which I had payroll, they added a form to my to do list telling me it is delinquent and cannot be filed online. It was delinquent when they added it to my to do list. When I contacted them, here was their response:
"We do not deny the failure that happened. That is something I want to take emphasis on. However, the responsibility I am talking about is the filing. We are one medium of filing the forms, but not the only. The tax handling is an additional feature to the payroll program and the ability to run payroll and process direct deposits still remain to be functional during the said times when this happened."
"9.5 disclaimer. You assume full responsibility for the use of the payroll service to achieve your intended purposes, for the proper installation and use of the payroll service and for verifying the results obtained from use of the payroll service. Intuit and its suppliers disclaim any warranty that the functions contained in the payroll service will meet your requirements or that the operation of the payroll service will be uninterrupted or error free."Net findings from dealing with Intuit:
1. You cannot trust their software.
2. They will not stand behind it.
3. They have no problem being paid for a job they did not do.
4. Because you cannot trust them, do not use their software.
We are long time users of Quickbook Enterprise and also using Intuit Assisted Payroll Services for 5+ years. Our experience was very good so far but recently there was bug in software and they have deducted $16K in total more for Medicare taxes from employees accounts and we have raised the ticket/case for last 10 weeks and no resolution or answer. We are having very hard time communicating to our employees. Customer support folks are polite but have no clue to help. There is no way to get any answer. We are stuck and can't change the services in between too. Very painful experience.
They have screwed up now two tax payments, once was all W2 to state, would not supply letter to state explaining that they screwed up, horrible customer service. Now doing the same thing again with Oregon State Transit Taxes, they sent emails it was going to be fixed by 10/24/18, not fixed, no follow up, have to submit myself. Customer service useless again. Do not use, horrible product, horrible service.
I can't say anything good! I have had nothing but problems. The service is awful. Nothing works the way it is supposed to. Every time I call for help they give me another project. This system was supposed to save me time, not increase my time spent doing payroll by over 10 times. UGH. I have only had system for two weeks and I HATE it. I wish I could switch but don't want to cause more headaches for my staff! Save yourself and choose something else.
Paycycle.com was an excellent company with consistently prompt, accurate, hassle-free, and very friendly customer services on all payroll related manners - a FIVE STAR company for years. UNTIL 2009. Intuit acquired the company for $170 Million. Then all headed downhill. It eliminated all US support for Enhanced Services (which is what we have). After 9 years, our company of 9 is paying 70% more, with inaccessible customer service, absolutely no support in the US. It does feel though we are using an India based software. The most recent disaster was that Intuit failed to file our CT-941 (A State QUARTERLY return) that resulted in over $1000 penalty. A drastic departure from what it used to be. RUN, RUN, RUN!
They don't seem to care that their bad phone and online records service led to the penalties. I think this company is on the way out. Or it should be going away. "I'm sorry this happened to you," was all they could offer when it became clear that it was their fault. Not only did the they guide me through a process that would result in getting penalized for not paying taxes, but their automated system didn't catch the problem either. Everything looked great on my dashboard. All items in the "To Do" list were completed by the first of the year. Just wait six months and a notice from the California Franchise Tax board comes saying I owe about ten times more in penalties than original tax. I have no idea yet what the IRS penalties are going to be, but the word, "substantial" comes to mind. Another word comes to mind when considering Intuit's lack of caring, "unconscionable."
DO NOT USE THIS SERVICE! Intuit Payroll services partnered with Bank of America Small Business account holders. I cannot express the frustration of taxes being withdrawn from my business account and not paid; e-filings that 'didn't go through'; failure to contact me when e-filings didn't go through; blaming me for Intuit Payroll electronic failures. Payroll is outsourced and 'Intuit Representatives' are in the Philippines. These persons representing Intuit have a very bad command of the English language and, to date, still unable to 'fix the electronic and failure to pay taxes' my company experienced as a result of electronic failures.
MANY phone calls to them! MANY times I was told the problem would be resolved! MANY times I was told someone would return my call in 24 hours with solutions! Ultimately the liability and burden was dumped on me. My accountant had to get involved, contacted the State to determine what happened to the deposits and filings, ultimately fixed the failures of e-filings and e-deposits INTUIT never made. After months of complaining to Intuit Payroll the fact I had evidence they took corporate tax monies out of business account, didn't pay the business taxes, and them arguing with me that it didn't happen, the money was finally returned. Bad business!
The user interface is slow, keeps crashing and is limited in functionality. While the service reps try they have mislead me numerous times about what the product can or cannot track. Intuit changes features without letting users know so it is a surprise every time process payroll. Would never use again.
Logging on is an adventure in total annoyance and misdirection. And God forbid one tries to get any type of support after hours. If you have employees with direct deposit - forget this service! Because it might take you days to log in and thus you miss the deadline for these employees.
I have no access to anything. Nobody has knowledge. You have to call every time and wait on hold 1 hour. They don't give you access to anything. The info on file is incorrect. They won't correct it. You talk to people that act like robots reading off a script. Do yourself a favor and go to another payroll company. They get an F from me.
This is my issue with Intuit Payroll: I pay a considerable fee monthly for the service -- it's not cheap -- and once again, I cannot access my account because the site is "temporarily unavailable" due to technical difficulties -- again. I juggle several jobs, and I rely on the ability to process payroll online after-hours (late at night)... so, when I cannot do my job because the website is frequently undergoing maintenance, it infuriates me. Why am I paying for a service I cannot access at my convenience?!
This company, I have been using Intuit online for accountants for 1.5 years now. Within the last 6-8 months I have 2 separate tax issues caused by Intuit. I call to report this issue, customer service states they are aware of the issue yet they do not let the consumers know they have screwed up. I'm, right now, working on my 4th tax issue with Intuit. This current tax issue is regarding the 941 deposit scheduling. The other two tax issues, Intuit filed all of my client's unemployment quarterly forms wrong resulting in them having amend 2nd quarter and then file 3rd quarter. The next tax issue is with the Ohio School District tax withholding. Intuit, even though the employee is set up to withhold school district tax, is not withholding the money from paychecks.
My small employer had to drop Intuit payroll processing, since not once but twice our paychecks were mysteriously stalled, making us wait several additional days each time. Support is beyond trash, as well. STAY AWAY!
Intuit expert review by Loy Loveless
Intuit Payroll offers small business payroll solutions that help with employee management, including hiring tips and tools, worker’s compensation and methods to pay employees quickly and easily. Businesses can choose from two, do-it-yourself plans or a full-service plan where Intuit does payroll for them.
Payday features: Intuit Payroll supports 21 pay types including hourly and salary, bonuses and commissions, overtime, vacation, sick time and reimbursements. After you enter hours worked or approve salaries and add overtime and PTO, Intuit will instantly calculate and create paychecks for each employee. With Intuit Online Payroll employees are paid via direct deposit, computer printed paychecks or handwritten paychecks.
Tax payment features: Intuit Online Payroll sends email reminders when it’s time to pay taxes, tells you how much is owed and lets you pay electronically. Additionally, Intuit Online Payroll sends reminders when it’s time to file your 940 and 941 forms with the state, automatically fills out your federal tax forms and prepares W-2 forms for all employees.
Workers’ comp features: Most states require businesses to have workers’ compensation insurance. After you set up your Intuit Payroll solution you fill out an online form and their broker, AP Intego, will contact you within one business day to help you find a competitive plan for your needs. Once a plan is chosen, AP Intego links your workers’ comp to Intuit Payroll. This lets you pay only what you owe, cuts out guesswork or estimates on annual payroll and lets you set up automatic payments so you don’t miss deadlines.
Labor law poster compliance: Intuit Online Payroll keeps track of changes in your state's labor laws and helps your business stay compliant by sending new posters anytime a law change is required. After 12 months, Intuit automatically renews your poster service subscription.
Pricing: Intuit Payroll has two do-it-yourself payroll solutions: Basic and Enhanced. The Basic plan is $20 plus $2 per employee per month. The Enhanced plan is $31 plus $2 per employee per month. For companies that want payroll done for them, Intuit offers the Full-Service plan at $79 plus $2 per employee per month.
Best for: small business looking for a user-friendly online payroll service.
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