Intuit - Quickbooks

Beware if you consider any Intuit QB product - intro costs priced to get you started, thereafter the business model is to soak you for as much as they can. *Online or phone support is nearly a joke. In the few times I have called over two decades, support has not often been helpful. One agent clearly paid by the sale as he did everything he could to avoid answering direct questions on modules being pushed/sold and if they were REQUIRED to use the base program. Beware unsolicited sales calls or emails suggesting you have to "renew" this or that... to keep using QB (implied). Let the program tell you your sub(s) have run out for the features you have purchased.

If you are a very small business beware you will HAVE to purchase features you just will waste money over. If you are a 1-2 employee company there is no "lite" version to do basic accounting, issue POs, run payroll, etc. The software is designed for non-cash basis businesses of 5+ before the automation offered returns any real value. One has to think that if companies can make money ($300 or more) selling you comparisons of Intuit products, then Intuit has intentionally over complicated their suite of offers. Will be searching for a replacement to QB as they have out priced their usefulness and no longer return a reasonable value for the price.

Overall, poor customer service from Intuit is a frustrating and stressful experience for users who rely on their software for their business needs. It is important for companies to prioritize customer satisfaction and invest in training their support staff to provide helpful and efficient assistance to their customers. Unfortunately Intuit is not this type of company and I fully intend to never use them again even though they have the most versatile software solutions.

I received an email from Intuit that said, and I quote, "your account is now active and no longer on hold". This is NOT true! Our account is still on hold. There is NOT A HUMAN being that you can speak with that can correct the situation. I asked if I could speak to someone and I was told, "There is not a phone number for you to speak with anyone in that department." Then I sat on hold as the Customer service rep entered a report. I also had to listen to the smoke alarm chirping in the background for over an hour! I can't believe a company this size has customer service that is this horrible. I am also filing a complaint with the State Attorney General regarding Intuit. Date of experience: January 30, 2023

The transfer process was not easy and seamless, we ended up having to spend a few weeks on the phone and working to fix all the information in the system. Into the second quarter I started getting letters from the IRS saying that we owed money and hadn't paid the correct amount of payroll tax. I scoured our records and could find no mistakes. I have always submitted our 941s quarterly, w2s and w3 annually and never had a problem like this. Looking closer at the amounts the IRS said we were short made me questions a potential employees info that I had entered into our system, just to run numbers for one month. We ended up NOT hiring this employee and when I went to delete their information out of quickbooks it wouldn't allow me.

At the time I selected "not an active employee" and didn't think about it again. I revisited this information in the system and thought it seemed like Quickbooks had possible reported it to the IRS erroneously. I called quickbooks and asked if our payroll information would be automatically sent to the IRS and the service rep assured me we had no settings on our account that would do this. After getting a second letter from the IRS the following month I called Quickbooks again and the customer service rep told me the same thing, no way our information would be sent to the IRS, we don't have that setting turned on. I asked to escalate the issue and have someone look into it further.

I uploaded the letters I had received from the IRS and potential employee name that I had entered into our system and was told that a supervisor would look into the matter. I received an email a few days later saying that they could find nothing that would explain the letters I was receiving from the IRS. I had no success reaching anyone at the IRS by phone so I made copies of everything, wrote out what I suspected was happening and mailed everything to the IRS and kept a copy for myself. I didn't receive any more letters from the IRS.

At the beginning of 2023 I was completing taxes and noticed that the potential employee that was listed as not on payroll and not an active employee was still pulling on profit and loss reports, it would not let me delete the information and this time showed me a message that the info couldn't be deleted because payroll information had already been submitted to the IRS! On top of this, myself and the other employees in our company received w2s in the mail that had been automatically generated by Quickbooks. This information was not accurate, as we had been finalizing corrections in our system and planned to handwrite the w2s as we always have done.

I called into Quickbooks again. After explaining what was going on I was told AGAIN that there were no settings on the account that would be auto generating tax forms. I told the customer service rep that I was holding one in my hand that I had received in the mail so they definitely were sending them. I told the rep I had called in multiple times in 2022 about information automatically being sent to the IRS and was told it wasn't happening. I was then told that that it is standard practice, that quickbooks is legally required to send all information to the IRS.

I asked why there were settings on the account to choose autogeneration of tax info and e-file if everything was sent anyway but I didn't get a straight answer to that. I stated that I wasn't getting off the phone until I could speak with someone that could figure out why tax information was being generated and sent out to employees and IRS if there were no settings on our account allowing them to do so.

After waiting on hold nearly an hour the customer service rep told me that she DID see where we had a setting that was autogenerating tax forms and that WE turned it on and chose that setting and there was nothing she could do about it until February. She said that the system wouldn't allow her to disable it in the middle of tax time and that there was no way for her to correct the information that was already sent to the IRS and that I would have to amend our taxes on my own. I asked to speak to a supervisor and I am still on hold. I have been on the phone for nearly 2 hours. Quickbooks is beyond frustrating and I wouldn't recommend them to anyone.

Of course, with the original QB and Quicken, you bought the software and you didn't have to upgrade. Now thru some glitch, they have installed, they've, tried to blame Adobe for the sudden failure of the original disk. So, you'll lose your data and they don't promise after the update that you can get it. I've found a new accounting software, and I'm going to cancel my Quicken and transfer the data ASAP. Don't depend on Quick Books Small Business Accounting. You'll lose your data.