Complaints

This profile includes complaints for Quicken Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quicken Inc.

  3760 Haven Ave. Menlo Park, CA 94025

• 

  Quicken Inc.

  180 Jefferson Drive Menlo Park, CA 94025

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am using Quickbooks Online. In order to do the accounting for my business, I need to enter transactions with my bank, PNC, into Quickbooks. This is supposed to happen automatically. The automatic downloads stopped working several years ago. After that I called multiple times requesting tech support to fix the problem but it never was. Since then, the Quickbooks app would indicate that the connection to the bank was lost, but that I could restore it. So every time I needed to download bank transactions I had to manually restore the connection first. This wasted time but was tolerable. For the past few weeks the connections are still being lost but there is no way to manually restore them, and I have no way of getting bank transactions into Quickbooks. I have called many, many times about this. Quicken said they would work on it, refer the matter to higher level tech support, keep me informed of their progress, etc, but the problem has still not been solved. When I call now, their tech support has no record of my many, many previous calls. This is really an epic level of incompetence and irresponsibility.

  Business Response

  Date: 06/26/2024

  The complaint was addressed to the incorrect company. Quicken and QuickBooks are separate companies.

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  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

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to resolve what should be a very simple issue by calling tech support. They are completely inept who simply search to find an answer that I can do as well. They have no ability on their own, nor do they know their own product. At least the 1st tier support. I even asked to be escalated to a higher tier or management and they both refused to and both hung up on me conveniently shortly afterwards when they couldn't fix. Did not even try to call back. It is very simple... I need to update the bank acct # and routing # for check pay so when I go over my quota allowance you can charge me 3 bucks for 3 more checks...

  Business Response

  Date: 06/24/2024

    

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  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

  Date:05/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mint.com was a long-standing online tool for personal finance management. Recently, Intuit, the parent company of mint.com, decided to discontinue the software. Many software companies began advertising that they were a replacement for the Mint software. After some research, I found Simplifi by Quicken. They had a special deal for people coming from Mint's website to their own. I decided to purchase the software. The company had a discount for paying for a year's subscription of the service. In total, I paid $39.41 for Simplifi. I began using the software and it was certainly not intuitive. I tried to track purchases well with it but it's clunky and requires workarounds that were easily addressed with Mint. After two months, I decided that the software is so poorly designed that I can't adequately track my finances as I should be able to. I contact ******** and requested a pro-rated discount for my remaining 9-10 months of the subscription. After a lengthy discussion, the representative was unwilling to offer me a pro-rated discount, citing the company's 30-day policy for refunds. I tried to stick it out and make use of the software, but it's just poorly designed. I have found a replacement already that is working well.Simplifi held itself out to be a mint clone, essentially the same experience and even better. It sought out to funnel people expecting a good software experience into their product and then they were uncaring what happened.

  Business Response

  Date: 05/30/2024

    

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for Quicken in December 2023. They charged me 5.99 per month billed annually. Used the service for 3 months but had too many issues. Cancelled service in Quicken. DIscovered that I cvancelled auto renewal only. Called Quicken 5/7/24 to have them cancel service. Rep stated they only have a 30 Day Refund Gurantee. I have 7 months left according to the online account. Since it is a monthly amount, I should be able to cancel and have the portion of the service not used be refunded. They refuse to refund anything. Only asking for 6 months service that are left @ $5.99/month which is $35.94.

  Business Response

  Date: 05/08/2024

     

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  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

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This app has not been working since January 1, 2024.... Their support staff is HORRIBLE!! Last word was that they supposedly fixed it... last half day spent with technical staff online ended up with their staff again not able to get on...Great company that I have used for years... I think the problem, besides horrendously poor technical support, is a change to a commercial account. Both my bank and I are fed-up talking to them. They need to 1) either fix THEIR problem with Bank of *** Arbor 2) Give me the name of another bank in my area (zip *****) that I can use to use the app or 3) refund ALL the subscription money ... and, really, more than my last payment would be appropriate given the time I've spend with their technical support.

  Business Response

  Date: 05/06/2024

     Please see attached 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21650059
  
  I am rejecting this response because:

  There is no response here...So, of course, I can't answer.

  Looks like either the business did not send a response or BBB didn't get it attached... ??

  They have been given clear alternatives.... They just have to pick one... I would still prefer a bank that I could transfer my account to...

  Again, I have used the program for years and there's been no problem with it...  I remain of the opinion that it's the new technical staff.
  

   

  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21650059
  
  I am rejecting this response because:

  As this Quicken technical support staff should know and, indeed, I think does know:
  

  I got the instructions and could not get them to work.
  

  So, I then spent another morning online with one of their technicians and their Quicken technician could not get their instructions to work.

  I have called three other local banks and none of them provide access. Again, if Quicken can identity just one in my area, out of the supposed "over *****" , I would be glad to change my account.

  Last, two matters:

   

  1)if I don't get another financial institution this week, then I want my auto renewal canceled... Quicken is, herein, notified ...2) There are no attachments to the mess sent by Quicken as stated in their response.

   

  What a dump!

   

   

  Sincerely,
  

  
  *************************

  Business Response

  Date: 05/08/2024

    please see attached.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21650059
  
  I am rejecting this response because:

  The plain fact is that, BOTH MYSELF AND MY BANK, have spent months with these people trying to hook-up my program....  with no results.
  

  The plain fact is that I did make a LAST effort and call them when I could not get their latest instructions to work, which they insisted on this site would work, and their technical staff could NOT themselves get the program to download the data

  The plain fact is that, if these people had a bank where my program would work, then they should be able to refer me to it, they haven't.

  The plain fact is that their NEW rule that I had to cancel within 30 days to get a refund is a complete FARCE. The program worked for 7 months... why would I cancel?

  The plain fact is , in my opinion. that a traditional solid managed company is being mismanaged.

  I do give them credit for, my understanding under federal pressure, to change their web site so that renewals could be canceled... Just found out about it and did cancel... FOR OBVIOUS REASONS... 

  The plain fact is that, in my opinion, a truly ethical company would not have automatic renewals period.
  

  Overall, these people are, in my opinion, just not telling the truth here, no one is that stupid, and deserve an "F" rating. 
  

  
  *************************

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This app has technical problem and cannot be used since January 2024, and refuse to refund,

  Business Response

  Date: 04/26/2024

    

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And, I wait the refund. 
  
  Sincerely,
  
  Ranfeng Jiang

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/28/2024

    

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  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

  Date:03/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/21/2024

    

  Customer Answer

  Date: 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

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/20/2024

      

  Customer Answer

  Date: 03/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint 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

  Date:02/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 02/21/2024