ComplaintsforQuicken Inc.
Computer Software Developers
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Complaint Details
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Initial Complaint
03/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a 1 year subscription to Quicken on January 7, 2021. There was no notification on the outside of the package that the subscription expired or had to be activated in a specific period of time. I have been a user of ********************** for over 30 years. More recently Quicken has shifted from a perpetual license model to a subscription model. I have purchased many subscriptions for Quicken over time. Never have the subscriptions expired before activation but rather the subscription have lasted from date of activation through 1 year. When I opened the the January ******************************************** March of 2024, the software said the activation code was invalid. So I contacted Quicken Support. They attempted to send me a new activation code but said their system would not let them send me the new code. Quicken Support said I should complete a refund request so my money would be refunded. I submitted the refund request and Quicken responded that they didn't owe me a refund because it was more than 30 days from the date of purchase. Nothing on the outside of the package states that the software subscription expires without activating the software. Thus as a consumer there is no way to know that you must activate the software within 30 days of purchase. In addition, the Quicken software prevents a consumer from activating a new subscription if you have an existing subscription with more than 6 months remaining on the subscription. Thus Quicken is selling software that sometimes expires before it is even sold and at other times sells software that must be activated within 30 days but can't be activated due to limits in their own software. In addition, none of these restrictions are listed on the outside of the package so their is no way for the consumer to know that Quicken has these conditions in place (especially since they haven't had these conditions on prior Quicken subscriptions I have purchased). Supporting documents attached.Business response
03/28/2024
Customer response
03/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March 19, 2024 I contacted Quicken support regarding the annual renewal of my account. After much discussion, the agent worked with their supervisor to approve a 25% discount to the annual renewal rate. I gave my credit card and after several minutes of waiting was told that the "system" now would not honor the discount and that I should search elsewhere for a better price. Unfortunately I wasted ~ 25 minutes of my time, that if they could not honor a discount, then why offer it. I feel that if one of their agendts, and their supervisor, offer such a discount, it should be honored.Business response
03/21/2024
Customer response
03/21/2024
Better Business Bureau:
Thank you for your help. A quicken representative quickly called me and was very professional, very sympathetic, and very understanding of the situation. After the interaction, I have nothing but a positive experience. Thank you for your help in this matter and more importantly for the responsiveness of the Quicken team.I have reviewed the response made by the business in reference to
complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Quicken has issued multiple "case tickets" for a problem that started January 2, 2024. They "close" this ticket and issue a new one when I call back for progress information. They have issues numerous "case tickets" and closed them when I call back for progress. I have spoken with ******, ******, *****, ******, ********, *****, *****, ****, ****, ************************ and others. All give me new tickets with means Quicken can close the old ones without doing anything. I have repeated the same steps over and over again. Some of my other account connections began not working as a result of their "help". Their "escalation department" does not speak directly with the customer, but it seems they also do not put these numerous tickets together to see the ongoing problem. I have never had a company that escalated a problem at least a dozen times that has not responded back except to say this is closed or this is a credentials problem, which it is not. They should issue ONE TICKET and follow it through so they know what the heck they are doing. At one time, the rep asked me to send him a home page screen of my bank account login (I refused!). Here is the clincher: I really want Quicken to work, and I want to use it. I just cannot believe their customer service is so bad, and now I have to find a new software to do what I used to get from Quicken. I have other emails that I have not attached if you want them, but they are all personally involved with my accounts and would not help you to see my problems. Please note the numerous "case ticket" numbers in one of the emails. Their cost for renewal is ***** a year. And they have extended my subscription from January 18 to April 18 at my insistence. ***********************Business response
03/20/2024
Customer response
03/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.They worked very quickly to solve the software issues I had been having. Apparently it was a very unusual situation and once recognized as such, they revisited the issues abd were able to solve them.
May I say that I am thrilled that it is fixed, because Quicken is the program I count on for all my home accounting and budgeting, and I thank them for their efforts in fixing it.
Sincerely,
***********************Initial Complaint
02/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
transaction date 30/01 2024.Ihave had no delivery,when do I expect delivery .if not I demand a refund.I was expecting to do a lot of buying from you people so please explain *********************** ***************************** *******************************************************************************************************.Business response
02/21/2024
Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received an email around the end of the year saying my Quicken subscription would renew soon. I called to see how much it would be since there are now many options with better service now than Quicken. I was told it would be $59.88 (same as my current subscription). My bank account was recently charged $71.88.Business response
02/21/2024
.Customer response
02/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me even though their reply contains inaccurate info. The business DID leave 2 voice mail messages, but neither contained a number to call back. No emails were EVER received from them about this complaint.
Sincerely,
*********************Initial Complaint
02/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2023 I filed a complaint with the BBB:Quicken has forced a subscription model on me - I get this, I am willing to pay IF QUICKEN ACTUALLY WORKED AS ADVERTISED. Specifics are 85% of my bill payments are to the following Billers - and I have noted the problems with each:CHASE (2 accounts): Quicken alleges that Chase changed their security protocols and no longer supports bill pay. I dont trust Quicken and therefore I dont trust this answer.AMERICAN EXPRESS (3 accounts): in the past 2 days, Quicken displays incorrect Bills for my accounts. I have spent at least 2 hours on the phone with their tech support - the first time the tech claimed to have fixed it but the next day the problem reoccurred. the second tech stated **************** changed their protocol and i needed to adopt some new type of downloading. I asked for a supervisor - stayed on hold for another 15 minutes and then Quicken cut off the call.UNITED WHOLESALE MORTGAGE - Never worked. I filed a ticket 3 weeks ago - it was difficult to get answers on ticket status. I dont trust Quicken with this answer.QUICKEN CEO attempts to minimize all these issues - but when Quicken software bugs prevent 85% of my payments to be made - this is EXTREMELY POOR.There was NO response from the business As of now, February, **** - the problems continue with their Bill ******* features.Current problems with Billers - AMEX - multiple problems where accounts are conflated, payments failed and bills are not showing.Mohela - I filed a ticket last year - and Quicken said it was fixed. As of yesterday, a payment failed (in spite of me deleting and re-adding ****** and entering all the security questions - which Quicken validated)United wholesale mortgage - hasnt worked in a year.***** - stopped working and apparently Quicken has no plans to fix.so - 85% of the $ of my payments are failing.I requested a credit on my subscription - was told NO.It seems I am on a blacklist with this company.I hope they respond.Business response
02/13/2024
..Initial Complaint
01/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the license and was using the program normally, but unfortunately some of my accounts are not "quicken accredited" or whatever the terminology it is.It would be very complicated for me to remember by heart which was the "fully connected" account (which would download all the transactions automatically) and "manual" account (the ones I would have to manually type in all the information myself.With that said, I decided to cancel the product, and cancelled the auto-renew membership in less than 2 weeks from the purchase.But... took me a bit longer to understand that that was only for the auto renew, and not regarding the 30 days trial "fully refunded".Well... since I bought it on Dec/14th, I tried to contact you guys on Jan 13th for the first time for the refund.The only available channel was the chat, as the phone calls are only available during business days (Jan 13th was a Saturday).The chat is limited... did not find a way to go to the agent from the available options (didn't choose "any" option and then try to re-route my request once connected).As Jan 15th was MLK day, BOTH chat and phone were unavailable.So I called today... and in the end, the agent told me that it's over the 30 days, and she could not do anything, as the system does not permit it anymore.Very disappointing knowing that because of a weekend/holiday (and because there's no way to contact the support for the refund of the trial period outside business days and hours) I am not able to get my money back?It was not my fault, Quicken should have a more straight-forward solution for the cancelation..Business response
01/18/2024
..Initial Complaint
01/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Requesting software fix to "Quicken Classic Business and Personal ". The software only downloads one of one of the two bank transactions from a vendor because the transactions are the same (date, amount, description) even though each of the two transactions are for separate properties.Business response
01/17/2024
.Initial Complaint
01/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I tried repeatedly to get someone text me or talk to me about a problem with my bank records having the wrong Payee and categories were incorrectly assigned as well in the Simplifi software. I gave up, and did not deal with it in a timely manner. I keep try on my own to figure out how to fix the problem. I finally got tired of manually correcting every error (1/6 were wrong). I signed up 11/24/2023, but did not ask for a refund until a few days ago. The software only allows a 30 day window to cancel. I still could not get ahold of a live person to cancel??? This is the worst customer service I have ever experiences.Business response
01/09/2024
Initial Complaint
01/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My Quicken program was giving my errors to I reinstalled the 2019 program from my disk. Now I am totally locked out. The error (in accurately says) I have done this too many times. I can not use the program or retrieve my 2023 data. I have been without a "subscription" for some time now as I do not need any services from them. I only need the program installed on my computer from the disk I installed when I purchased the disk.Business response
01/09/2024
.Customer response
01/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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Customer Complaints Summary
78 total complaints in the last 3 years.
28 complaints closed in the last 12 months.