Complain about a product or service

Intuit - Quickbooks

Lara of Riverside, CA July 22, 2009

We are a small business and use Quickbooks 2006 for managing monthly statements and printing estimates. We do not have employees. The only on-line banking we do is upload data into quickbooks for accouting reasons twice a year. Now, we can no longer upload bank data because they upgraded to 2009 and will not support 2006. I realize that systems change. However, bank statements are very basic to export and import. There is no reason why quickbooks should stop me from manually importing a CSV file, excell file, or old quickbooks webconnect file.

The upgrade to 2009 is over 200.00. I should not have to pay that to simply upload data that is nothing more than a list of debits and credits. I could see if I was doing more -- managing payroll, etc. However, I already upgraded once to 2006 to be able to download my statements on-line. Now, I have to upgrade again. They say the reason is support, but they are actually programming something into the program to STOP it from working to force people to upgrade. This is switch and bait! I complained and was given a 30% discount, which will be 140.00, but I cannot see why it should cost that just to be able to import a simple data file.

Eric of Hong Kong, Hong Kong July 15, 2009

QuickBooks - stopping service ============================= We spent several thousand US for QB software. The email function of sending invoice and statement etc. out to client is very important. Now, QB annouced going to stop the service. Saying we have no choice - but paying extra to buy new version of QB. This is totally not fair. I'll join if class action is here.

Vilnis of Riga, Latvia July 8, 2009

I have called Intuit Canada to buy three licenses of QuickBooks for use in Latvia in March 2007. The Intuit salesman kindly offered to buy 5-user licence of Premier Multicurrency edition for 1000 USD which I found reasonable and accepted. Then I was asked do I want to pay all at once or in 12 instalments. Of course, I've chosen instalments. Recently I just discovered, that we have been charged these instalments each and every month since march 2007, in total 28 times.

I have called Intuit Support to complain, but they told that I have some kind of subscription service. I have explained that only time I’ve contacted Intuit since was at the end of 2007 because I was not able to install one of my five licences - system told that my installation code is wrong. Intuit sent me correct ones and I assume then, probably, decided to bill me monthly. However, I was never told that I will be charged anything else than my legitimate 12 instalments and, surely I DID NOT ACCEPT ANY ADDITIONAL PAYMENTS.

Unfortunately, the Intuit service man told that I am "happy user of subscription services" and no refunds are possible (which I've never asked for). Besides Intuit failed to provide a single new version of QuickBooks Multicurrency since March 2007. I have asked to provide any proof that I have authorized Intuit for anything else, but 12 instalments of USD 1000, but Intuit's supervisor refused to provide any, offered to cancel my subscription and still maintained that no refund is possible.

After this, there is no question that we will migrate to Microsoft or other small business accounting solution, however, as far as I understand no one can charge my credit card without my consent, much more so company like Intuit. Please, advice what procedures I should use to keep Intuit accountable.

First, instead of USD 1000 I have been charged USD 2600. Second, as this has been discovered by accountant, this surely damages my reputation in eyes of the owner and principal architect of our company. Besides even there has been some sleek method to make our company pay - I want to know how Intuit made this in order to avoid such surprise in future.

Dane of Plano, TX June 28, 2009

I'm using this vehicle to try and warn others of the tremendously poor and misleading service that Innovative Merchant Services delivers in handling small business credit card transactions. As much as we appreciate and use Quickbooks as are our core accounting tool, we are are totally amazed that parent company Intuit steers Quickbooks users towards IMS as their fulfillment company of choice for the Billing Solutons service offered as an add-on to the Quickbooks e-billing function.

Several other posters have noted they are expensive. Unto itself, we wouldn't mind paying for the service, but sadly, the return on investment is sadly lacking. For a company with the words innovative and service in their name, they exercise very little "innovation", and next to no "service".

Our issues center around numerous transaction that clients have tried to make via credit card. The recurring symptoms (and these have become progressively more common) usually include: - Inability for client to log in to the system to pay their bills - Links on e-invoices to the online payment system are broken links, and steer clients into dead-end pages - Most frustrating of all, we get e-mail alerts a client has paid their bill and we need to download the transaction into our general ledger. Yet when we try to do this from within Quickbooks, the online payment center states there are no payments to download.

We are bailing as soon as possible from using IMS as our fulfillment provider, based on the last episode we are enduring from this past week where a transaction showed up as an e-mail alert. Quickbooks was able to access the online payment center, but when the transaction was downloaded, there was no funding amount, and as such, no way to ascertain which client invoices had been paid via credit card.

Fortunately I was able to log in and get details on the transaction. Yet when I called the IMS "help" desk (again a very large assumption on their part calling it that), the woman I spoke with (Hazel) basically made me feel as if it were my fault the transaction had gotten screwed up, instructed me to wait next next time until after 3:00 PM PST when the "batches run" (who knew that?) and then I'd have no issues. I followed her instuction, but the 8.5K transaction in question was not there for downloading and two days later, has failed to show up. Thus, I once again have to manually enter the transaction into Quickbooks, and suffer the humiliation of calling the client and asking them which invoices they paid on the amount.

Consistent lack of clarity in available funds, due to erroneous transaction. Frustration, irritation on part of clients due to poor system performance, to the point they refuse to try and pay their bills via credit card at all, which denies us funds in a timely manner.

Michele of Boynton Beach, FL June 18, 2009

I do not think it is fair that we all have to purchase a new product to continue utilizing Quickbooks software for payroll functions. This is a major function in the program and who wouldn't be using it??!!! We are in business correct??? This is highway robbery!!! I received two invoices for almost 300.00 each and have not figured out why yet.

Todd of Minneapolis, MN June 8, 2009

ARCTEK Satellite Productions alleges that Intuit/Quickbooks has intentionally removed its ability to download transactions from American Express into its accounting software, Quickbooks 2006. This is a policy Intuit refers to as "Sunsetting" My company, ARCTEK, relies upon this ability in order to do business. In early 2009 Intuit attempted to upgrade our software to their version 2009 which failed and cost us two weeks of down time to revert back to version 2006. IF forced to enter our transactions manually, it will cost us 500/mo. in labor. I purchased Quickbooks with a full set of features including the ability to download transactions from American Express in 2006. Since I have not changed that software to eliminate the features I purchased, I contend that the changes that eliminated its functionality are product of a conspiracy between Quickbooks and American Express. I contend this action was taken for the sole purpose to generated additional sales for Intuit and that its product's new features represent no value to ARCTEK. I further contend this action has impaired my company's ability to transact its business freely and represents a restraint of trade a direct violation of the Sherman Act. I demand that the FTC launch an investigation into this unfair practice and that it force both companies to maintain full functionality of the products and services it provides to it's customers without "blackmailing" them into un-necessary upgrades.

Ed of Summit, NJ June 1, 2009

My email function of Quickbooks Enterprised stop functioning. I message indicated I had to upgrade to another QB version to use this function. That is one of the reasons I purchased QB. Now they discontinued it. I called their support line and waws connected to a poor English speaker in the Philipines. When I asked for a manager I was given a telphone meassage to go to a website.

I then called the CEIO Brad Smith, not surprising his office has complaint screeners who give no feedback to management. She said the licensing agreement allowed them to discountinue services. I'm looking for people to join me in a Class Action law suite.

I was enticed to purchase a product and paid based on the perceived value. Now an important of the product was pulled out from under us - devauling the product and stealing a service I purchased. An upgrade - is a offer to provide added features -- not to remove them and rthen ask you to pay to get them back.

Marc of Coconut Creek, FL May 30, 2009

After forcing me to upgrade to quickbooks 2009 or lose core functionality, I was then forced to spend an additional 150 for another license so I could use the same software non-concurrently on a work and home computer. Because I handle A/R, and my wife handle the A/P at home, this was considered two users. A lose of time and money dealing with these issue.

Gary of Auburn, WA May 29, 2009

We have been using Quickbooks Premier software for Manufacturing since 2004, upgraded to 2005 and 2006. Never upgraded since then, because they have never improved software for manufacturing part of software! Forced us to upgrade to 2009 because we use payroll and take credit cards via Quickbooks.

Had to upgrade hardware to make software upgrade work, and now they tell us software wont work because our company size is too large for 2009. It is only 150Mb in size. We are a small company, less than 2million in sales, with 3 users, now they want us to upgrade to Enterprise for 3,000! This company is just a bunch of crooks. I am looking for replacement software starting tomorrow! Spending on upgrades we dont have given current state of economy, and the upgrade doesnt even work. We are going back to 2006 version, and using independant payroll service

Mary of Phoenix, AZ May 22, 2009

I've had their software for years, upgraded every couple of years to take advantage of the new features. This year, 2009, they forced everyone to purchase the latest software if they wanted to continue to take customers credit cards online. So...900.00 later, I did. Then, after my first bank reconciliation my books are off. They said it's a data problem from switching from the old system to this one but they need to charge me a service charge to check the data problem. There is supposed to be a 1 year warranty, but they said this is different. Grrr. I never had this problem until I upgraded. 2000.00

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