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:04/25/2023

  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.

  In 2016, I BOUGHT Quicken 2016...I have the program disk. After a short time, Quicken started trying to get me to "upgrade" to a subscription model where I paid a monthly/annual fee. I declined and for a time told them that I had what I wanted. A few days ago, Quicken UNINVITED came onto my personal, home computer and ....deleted my Quicken files. They did NOT have permission, or reason...I have never used to my knowledge any of their online stuff...that is the reason that I BOUGHT the program so I would have the disk....I consider Quicken to be a criminal enterprise. I WANT MY DATA THAT THEY CRIMINALLY REMOVED TO BE RESTORED....NOW.

  Business Response

  Date: 04/25/2023

  Issue addressed.

• Initial Complaint

  Date:04/11/2023

  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.

  Software is not working as intended. Technical support can not fix, and keeps stating I must wait x number of days for a reset. After X number of days, we go through the same exercise and am told it will be x additional days

  Business Response

  Date: 04/20/2023

  **************** has been in contact with us regarding this complaint and we may need to continue working together.

• Initial Complaint

  Date:04/04/2023

  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 technical issues are denying me access to my paid subscription. I have confirmed with quicken that I am properly changing my password and receive confirmation via email that I have in fact made the change. That same system then refuses to accept my new credentials declaring them invalid. After hours and multiple phone calls a Tier III representative made some change resulting in the acceptance of my credentials but I have now learned that I can't login again. The company refuses to accept responsibility and instead tells me I the problem is VPN (I don't have VPN) or that Chrome browser will work (it doesn't). The representatives are so poorly trained that they don't do more than follow a script and suggest illogical red herrings to end the call and put responsbility on the customer.

  Business Response

  Date: 04/12/2023

  We've been unable to reach this customer and are currently awaiting their reply. 

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service 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 did not renew my subscription of Quicken because they informed me that they will no longer be providing updates or technical support because the *** platform I have on my computer is too dated, therefore I chose not to renew my subscription. They have since attached an ad to my register on my computer telling me the only way I can get that removed is to renew my subscription. I feel that is a form of extortion since it is Quicken who is at fault not me for not wanting to pay for a service that I will not be getting. If you call customer service, their toe the party line which is renew or you will continue to see that ad. I want Quicken to remove that ad from my computer. It does no good to contact that business.

  Business Response

  Date: 03/24/2023

  This complaint has been addressed. No luck reaching them via phone, but we've explained their experience via email. 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19603827
  
  I am rejecting this response because:
  

  On Mar 25, 2023, at 10:45 AM, ************************* <*******************> wrote:

  
  

  *******:

  
  

  Thank you for your response.  I have read your email and do notice that if I double click an account, the banner the side ad disappears.  That being said, my issue with Quicken was only a portion of your response.  My complaint is that Quicken has notified me that they will no longer service or install updates to my IOS platform, Mojave, since to them it is outdated.  That is the reason I did not renew my subscription with Quicken.  At this point I am unable to update my computer to a higher IOS platform and have no plans to purchase a new computer just to use Quicken.  Why should I pay for something and get no benefit from it?  It is Quickens action, not mine, that prompted me not to renew my subscription.  I called your Customer Support line looking for answers but they are programmed to only say one thing:  renew your subscription to remove the ad.  That is unacceptable to me since it is Quicken who has caused this issue, not me.  I will also add at this point that I only use Quicken to manually place data on my computer.  I do not use it for investment or online banking purposes.  If Quicken can guarantee me, in writing, that if I renew my subscription they will service my account using Mojave for one year from the date of renewal, I will renew.  

  
  

  Therefore, I am still requesting that Quicken remove their sidebar ad and top banner.  I do not consider jumping through hoops just so Quicken can basically browbeat me into renewing a subscription service for which I will receive no benefits.  Most companies, when you dont renew a subscription service, just accept your decision.  This is my first encounter with a service that does not do this.  

  
  

  My complaint with the BBB still stands.  I will let them know I reject this decision.  Thank you.

  
  

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

  Business Response

  Date: 03/28/2023

  Rejection response. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19603827
  
  I am rejecting this response because:  I personally don't believe that they can't remove unwanted ads.  The reasons for not doing so sound insincere and frankly unbelievable.  Since they are the originators of these ads, I see no reason they can't remove them other than they just want to annoy  past clients.  They have personally been in touch with me to give them more information and have "suggested" that they may be able to assist me, but I don't hold out much hope. Checking online, I'm not the only one who finds this type of harassment totally unnecessary and unlike any other company with which one may have done business.  That being said, I appreciate all your assistance and follow-****  

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

• Initial Complaint

  Date:03/14/2023

  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 bought Quicken 2017 that I have been using for years on my laptop. The laptop now has issues so I reinstalled Quicken 2017 on a new laptop but Quicken will not permit me to view my data files without paying them a $60 fee for services that I dont want. I only want to look at my files as I have for years but Quicken has locked my files unless I buy services. Basically extortion. When I bought Quicken 2017 that was not the terms of service. They are trying to impose new terms of service on an old product that did not fall under those terms.

  Business Response

  Date: 03/24/2023

  Initiated contact, but haven't heard back from ************.

• Initial Complaint

  Date:03/02/2023

  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.

  On Monday, February 27, 2023 at 9:52 am MST I called Quicken support for assistance with an error message that I had been receiving for two weeks. I this issue left me unable to use the Quicken program that I paid for. I had previously contacted Quicken support two weeks earlier and was told that I needed to upgrade my Windows operating system in order for them to assist me. So in the meantime, I upgraded my Windows operating system, which did not solve the problem, and then called back on February 27 as mentioned above. The agent that I spoke to on February 27 was extremely demeaning and unprofessional. He insisted on allowing me to speak only when he asked me a question and he demanded that I not give additional information that he did not ask for. He cut me off several times when I tried to speak. He put me through the same steps that I told him I had already tried myself several times without success. It was the absolute worst customer service experience that I have ever had with ANY company ever. I cannot believe that he is employed by your company. I would highly suggest that you fire him immediately because the way that he treats customers is absolutely unbelievable. He firmly refused to escalate my issue!!! I asked him after one hour on the phone to please escalate my issue to someone who could assist in fixing it. He refused twice and then stated that he was ending the call and quickly gave his name and maybe an identification number, but whatever it was, I couldnt even hear it because he said it so fast and unfortunately I do not have his name, but again I do have the time of the call which was 9:52 am on February 27, 2023 and my Quicken user name is *************** I would like someone who has authority over this person to contact me concerning my product support issue. I did call back and spoke to another support agent later that day who was very nice but he could not resolve this issue either. Thank you, ***********************

  Business Response

  Date: 03/10/2023

  Issue addressed. 

  Customer Answer

  Date: 03/12/2023

  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:02/20/2023

  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.

  Been a quicken home user for about 15 years. Bought a new laptop and moved quicken to it. For the last 6 weeks, I am unable to add or update 3 accounts or credit cards to quicken. Error code cc-503. Have verified all my passcodes with the 3 accounts as good. Just quicken wont add them or modify them.I have been on the phone with Quicken support 8 times in the last 6 weeks with no solutions. The case has been escalated 4 times and have not gotten a response. I am paying for this program and have been without it for 6 weeks going, Need a bill credit and proper support to fix the issues within a reasonable time frame.

  Business Response

  Date: 02/27/2023

  Escalation in progress

• Initial Complaint

  Date:02/09/2023

  Type:Billing 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.

  In reviewing my credit card transactions on my Jan2023 statement, I found 12/29/2022 charge for $59.88 from Quicken, ******************* have not used Quicken since 2019, so the charge was unexpected. I reviewed past years, and found charges for $59.99 on 12/30/2019 and for $51.99 on 12/29/2021. I called Quicken to dispute the charges on Feb 7, 2023. They claim that my husband started a subscription account in Dec2019, which we deny, as in Dec2019 we decided to stop using Quicken due to their change to an annual subscription model. They agreed that there was zero usage on the account but would only refund the most recent charge of $59.88 from 12/29/2022. Because we never agreed to the subscription and Quicken admitted that there had never been any usage, we dispute that the ***************** charges are valid and would like $111.98 refunded. We understand this request is late relative to those charges - between family and health issues in 2020 and 2022, along with *****, we must have overlooked the charges. However, we did not look for such a charge because we never agreed to a subscription. Quicken's billing is also suspect because our credit card was updated with new expiration dates in Jun2022, so Quicken should have needed new authorization to charge our card, but they did not request that and we certainly would not have given it.

  Business Response

  Date: 02/17/2023

  Issue addressed

  Customer Answer

  Date: 02/18/2023

  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:02/09/2023

  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.

  On Nov 26, 2022 I purchased a program from Quicken for $63.47. The program is used to manage my finances. I have purchased this service previously and for years it worked fine and now after the initial download from ******************** the download no longer works correctly. I use the program to download individual bank transactions and to see future cash flow. This has worked perfectly until a few years back. I tried it again hoping they had finally fixed the issue. Because of this I have not been able to reconcile my account nor see my future cash flow. Since November I have been on the ************* along with other ******************** clients have the same/similar issues. Quicken support also posted they no about the issue, but dont know when it will be addressed. So far nothing. It doesnt work and therefore a waste of my time and money. . I requested a refund from Quicken for a software that isn't working. They refused saying that it has been more than 30 days since the purchase. I would like to file a complaint as well as receive a refund from Quicken. Thank you

  Customer Answer

  Date: 02/13/2023

  What do I do when the issue is resolved? It was resolved within a day of filing. 

  Thank you

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

• Initial Complaint

  Date:02/03/2023

  Type:Customer Service 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.

  ****** markets Quicken financial software. When a users subscription runs out, the software displays a banner across the page near the top, as well as using space along the entire right side of the display, indicating the user needs to renew their subscription. As per ******, the only way to remove these displays is to purchase another subscription, essentiallly holding a user hostage until they are paid. This is a grotesque misuse of private property, i.e. a person's computer as well as properly paid for software. I would request that they be graded poorly for this and be asked to provide a remedy, in this case allowing the offending displays to be removed.

  Business Response

  Date: 02/09/2023

  We've responded to ****************. His experience is part of our policy.