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:10/11/2023

  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 Quicken Home, ***************** Property and it was activated on 4/1/2023. I tried the product and was not satisfied so I decided to cancel. Trying to Cancel was a nightmare--there was no e-mail address to write (I kept trying to write to cancel and it would block me). Please see below. Message blocked Your message to ****************************************************************************** has been blocked. See technical details below for more information.It was also impossible to reach Quicken by phone which made it more difficult for me to do it from *************** hours difference. We sleep in *********** during business hours in the ***. I tried filling out the cancellation form and to my surprise, they asked me for the order # which was never sent and I could not find it anywhere in the emails they sent. When I tried to reply to those e-mails they would block mea total nightmare. I am visiting the *** now and called Quicken. However, they refuse to reimburse me because it is October without recognizing that I have been trying to cancel for many months and fail because they make it impossible for me to cancel. Hence, I am writing to appeal to you to request my money back for a purchase that was unsatisfactory. Also, I was supposed to pay monthly; instead, they charged my husband's *********************** account for the whole year.

  Business Response

  Date: 10/16/2023

  Please see attached.

  Customer Answer

  Date: 10/18/2023

  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:10/10/2023

  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 have been using Quicken since 2015 and I had to do a major upgrade on my computer. This required me to reinstall Quicken 2016, After reinstalling Quicken I can't access anything. All I get is a blank screen with 2 option *********** up top. on 10-10-23 I called into support and the guy I spoke to was extremely hard to understand and a lot of back ground noise. He then told me that I didn't have a subscription and that is why I cannot see my date. I'm not buying Quicken again!!! I wanted to know how to escalate this issue. He said he would email me the information. He didn't, he emailed a "Closed Ticket" email. Case #******** I have Quicken 2016 Home and Business and it does not require a yearly ****************** not going to pay for one! I need my 2016 software to be brought back to working order!

  Business Response

  Date: 10/16/2023

  Please see the attached.

  Customer Answer

  Date: 10/17/2023

  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:09/05/2023

  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.

  I haven been useing quicken for over thirty year and paid their yearly membership. This pass week end it would not connect to by banks to download transaction and todya they wanted ****** to purchased a 5 year proction plan whick I never needed and don;t wont, they would not fix my corupedted database unless less I PAID IT I dont have that kind of moneies to put no personal software. I WANT MY quicken and let me contiune t enjoy quicken.

  Business Response

  Date: 09/07/2023

  Please see attached.

• Initial Complaint

  Date:08/29/2023

  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.

  Quicken has made my life a living nightmare!!!!!!!!!!!!! I rely on it to manage my expenses but so many times it messes up my ledgers, wasting countless hours to figure out what has changed or been duplicated. It happens so frequently that I will probably have to find a new company. Most recently, when I did my one step update, so many accounts were messed up that couldn't figure out what had changed so I had to go back to a past backup and reenter transactions. It took me days to catch up on the charges that I had to add back into the different accounts. NIGHTMARE!!!!!!!!!!!! There's also issues with entries being added multiple times and again having to figure out why it won't reconcile. Another recent issue they created was with the reminders not auto entering into the ledger. I just don't understand the greed behind making this an annual subscription and why they keep updating the program which creates so many bugs. Just leave it alone!!!!!!!!!!!!!!!!!!! It was such a superior product but now has turned into a disaster. I just want to understand why I can't rely on this program and why my ledger keeps changing. As I'm becoming more and more frustrated, I'm learning that my friends and colleagues have the same problem and many of them have started using other software. Maybe it's time for me to do the same.

  Business Response

  Date: 09/06/2023

  Response attached

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  I renewed my Quicken subscription in March. As of July 8th I am no longer able to download transactions from Quicken because I use *************. I would like a partial refund. ************** states: "Thank you for your being a valued Discover customer. I understand your concern regarding being able to import your transactions using the Quicken or QuickBooks software.Unfortunately, Quicken and QuickBooks software is no longer supported. I apologize for any inconvenience this causes."This renders Quicken absolutely useless to me. This is not my fault. I contacted Quicken online and was told "no refund allowed, apologize". I called and spoke to ****** who told me. "No refund, switch banks".I am not switching banks and should never have been told this. I would like a partial refund for July 8th until March ****. I am not able to use this product. I am stuck in the middle here.

  Business Response

  Date: 08/29/2023

  Please see attached.

• Initial Complaint

  Date:08/07/2023

  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 last used and backed up my Quicken file on 07/21/2023. On 08/07/2023 I tried to open the program and it continually took me to a blank screen. When I contacted Quicken customer support they told me that I had to pay a subscription in order to troubleshoot the problem. I do not need their online support or online program options. All I want is the continued use of the program that I purchased and that offered financial software. I still have my original program disc from 2010. Page 18 of the Quicken user agreement (attached) states that I have guaranteed access to my stored information. I cannot access my information due to the restrictions placed on my computer by Quicken. This threatens my financial stability. Page 18 also states that absent of paid subscription fees I still have access to manual entry on my accounts and access to back up functions onto my computer device. I no longer have access to the program and my back up information, a violation of Quickens own user agreement. ********************** has blatently violated their user agreement and locked me out of the program that I legally purchased. This is nothing short of extortion by Quicken. If I suffer financial loss due to Quickens violations I will be forced to seek financial remedy through the courts.

  Business Response

  Date: 08/14/2023

  We have received and addressed the customer complaint.

  Customer Answer

  Date: 08/15/2023

  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:07/14/2023

  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 have been a paying subscriber of Quicken for many years. In the beginning of March 2023, the system started exhibiting a defect that got escalated to their highest-level technical support team. Since then, I contact Quicken once a month, asking for an update on the repair status and an extension of one month of my subscription. Quicken has never given me an ETA for the repair but extended my subscription. Today, the answer I received was:Okay, so my support team has gotten back in touch with me in regards to the subscription extension, and they've stated that the limit has been reached on extensions that can be provided.The answer to my question whether Quicken expects me to pay for a defective product? the answer was:I do apologize, my support team would be unable to extend the subscription further at this time. They are looking into the status of your escalation to see where our team is in regards to that issue.The cost of an annual subscription is $59.88/yr; the ticket # for tracking purposes is ********. I am not seeking a refund, just a timely repair or free extension of the subscription while the defect is fixed.

  Business Response

  Date: 07/24/2023

  We are currently attempting to communicate with this consumer.

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  Since Quicken's response to BBB (complaint ID ********* I received an extension to my subscription. It is a partial resolution, but it is satisfactory to me. I continue to wait for the fix of their defect. It's been over three months since my original complaint to them . I hope the bug will be fixed in the near future.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 automatically saves credit card information when customers purchase a product from them, giving the customer NO option to opt out of ********************** saving the credit card information. Additionally, there is no way for the customer to remove their credit card information once Quicken saves it (unless you want to actually call Quicken and wait on hold for someone to answer). Saving customer credit card information should not be automatic (with no way for customer to change it or opt out).

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 forced a subscription model on me - I get this, I am willing to pay IF QUICKEN ACTUALLY WORKED AS ADVERTISED. Specifics are their Bill ******* Manager functionality and their subcontractor ******.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. At this point 5/24 it still doesnt work.WASHINGTON GAS - stopped working over the past 2 days - but this seems to be more of a ************** issue. I am continuing to research.DOMINION POWER - Quicken states that DOMINION has adopted a new security protocol and therefore bill pay doesnt work. 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.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ive been reading through some other complaints, and it sounds like Im not alone. First, Quicken puts in upgrade ads (blocks), making it difficult to get into my (purchased) program without difficulty. Now, theyve completely blocked me. Ive been using Quicken for 15 years, but as of today (5/11/2023), they shut off my program and locked me out of my own financial history. (I cant get my data without upgrading / subscribing / paying for it). I tried Tech Support, who claimed there was a patch, but after a couple of attempts, they couldnt help me. When I asked for a Manager, I was told there was nobody that could help me. (To be fair, this first Tech Support guy was patient, calm, and tried to help). But he wouldnt transfer me to a superior, so I called back to talk to a different person (and complain), and they (again) said that they no longer support my version. I said I wouldnt need support if they hadnt shut my (paid for) program down. To which they said, they cant help me without a paid subscription. So theyve caused a problem, which ** forced to pay them to fix. (They have already closed my ticket (ID: **********. Thats like remotely stopping my car in the middle of the highway (which was working just fine) and then requiring me to use their mechanic to fix it. THATS WRONG (and cant be legal). I want (at a minimum) someone to be able to walk me through this patch so I can regain use of my (paid for) software (and my data). I would love to have them stop bugging me with upgrade blocks, but I dont see that happening