Complaints

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:05/09/2023

  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.

  5/2/23 sent request to quickbooks to assist in adding payroll that was missing. They asked for the gross amounts that were missing and the dates. I sent this to them and then today they called asking me about federal taxes and state taxes when if I were going to do all that, why can't I just add it myself.1/31/23 I sent an excel spreadsheet with 60 transactions that needed to be added for prior payroll for 2022 because quickbooks had printed and reported the incorrect W2's for all the employees. They NEVER even started on the corrections after it was escalated per their payroll department on 5/2/23. I have a copy of the chat of them confirming it has not even been started.There are incorrect payroll calculations and federal tax withholding, incorrect payroll liability taxes, quickbooks has filed tax information when the option is turned OFF. Multiple problems throughout the entire time span of September 2022 to current. I wish I could find something else and I am looking, but in the meantime I have no other alternative but pay over $400 per month for this terrible service. I know what goes in is what the computer has, but quickbooks itself has admited fault in their system this time. Their employees that are supposed to help, I figure it out faster but I just can't fix it in quickbooks because "that option isn't allowed".SOMEBODY PLEASE HELP!

• Initial Complaint

  Date:05/02/2023

  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.

  Incorrect calculating of unemployment tax due - did not pick up PP1 in calculating tax due for 941.* Filing tax forms when the option is turned off - reporting as filed but option to auto file is turned off.* Filing incorrect tax forms creating additional work to file corrected tax forms * Unable to add previous payroll information - I needed to add payroll from 2022 to create W2's. They said I could not do it so I had to send a spreadsheet which I did on 1/31/23 Case # ********** also Case # **********. I called on multiple times to find a status and was always told it had been escalated. When I called the last time I was told it had not even been touched by anyone after it was escalated. This was around 4/25/23. A total of almost 60 days. When I did get someone, they said "we have 60 days to process". Not once did they ever call me with an update and I had employees waiting for their W2's. I calculated all the payroll for 2022 and created the W2's myself instead of waiting on QB.* On the ******* payroll, it keeps showing I have 12 employees in ******* and I only have 6. They could not give me a reason why it was calculating wrong.These problems GREATLY affect the business I am trying to run. I want a refund of the $ I'm paying, almost $500 per month.* Incorrect notifications of when to process payroll making payroll late for employees * 1 employee who is paid hourly only shows 1 pay period in the entire year when his payroll is process the same as others.

• Initial Complaint

  Date:04/18/2023

  Type:Sales and Advertising 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.

  2/6 scheduled a consultation for retaining bookkeeping services through QB 2/8 spoke w sales rep about bookkeeping needs and received quote for book cleanup for $2000 done in 30 days & was guaranteed accurate. ***** rep said the initial meeting with my bookkeeper would take ***** min.I spoke with a **************** informed me the meeting would take 90 min to 3 hours. During this call, which took 3 hours, the bookkeeper requested all of my financial records though I reminded her all I wanted was a cleanup of the existing transactions for accuracy during tax time. Bookkeeper informed me my 30 days would start when the actual cleanup started. 2/21 requested sales rep to cancel after cleanup as I was not happy with the time required from me thus far. I was instructed to cancel through the website before the 30 days was up. 3/8 my access was disabled to the bookkeeper. No contact information was given as all correspondence had to go through website. I had no way to contact anyone connected with bookkeeping services. 3/14 I received an email informing me my cleanup was completed & I would be receiving reports 3/29 emailed sales rep I never received any reports & had no way to contact anyone. Email went unanswered. 4/8 enrolled agent for irs was helping finalize my taxes. agent signed into my QB to understand discrepancies and found egregious errors like sales tax being categorized as owner draws. I spent 5 hours looking through transactions correcting errors. 4/17 spoke with customer service at QB who couldnt help me as bookkeeping is separate. she was unsure how to contact bookkeeping since I had been locked out. Bookkeeping informed me they couldnt access my books bc service was disabled. They couldnt access the reports bc theyre connected to the disabled service. They directed me to the free reports. I asked for a refund & was denied. I asked to speak to a supervisor & was denied. 4/18 email received stating my complaint was closed. I was unable to reply.

• Initial Complaint

  Date:03/21/2023

  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.

  We were looking to upgrade from our current desktop version to the latest version and after having been bullied and lied to purchased the online since they told us that is the only latest version they have and know this now to not be the case. We have been trying to get a refund since we were finally able to get the correct version we needed but it has been a run around and back to forth to different departments to confirm it is cancelled and to request a refund since we only had it for a couple of days and never even used the online program. My accountant finally got the link to download the desktop version we needed after unprofessional conduct from the *********** is unacceptable for a business to lie, cheat and steal from people and withhold products that the company offers. We would like the staff to be trained on communication and people skills and a full refund of the online version.

• Initial Complaint

  Date:03/17/2023

  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.

  Our company migrated from Quickbooks Desktop to online on 3/1 There is no support proved for all of the issues we have been having for the last 16 days. Someone from Quickbooks needs to call our company and help sort this out

• Initial Complaint

  Date:03/15/2023

  Type:Delivery 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.

  In January 2023 an overpayment was made to Quick Books Payroll.We have reached out to them numerous occasion to resolve issue, up to date it has not been resolved.Case No ********** is Quick Books reference number.

• Initial Complaint

  Date:03/09/2023

  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.

  Quickbooks Self employed is a cloud based software for small business. This year I lost all my transaction history and they can not connect my bank. I asked for a full refund for the last two years and It was denied. I contacted customer service again. It is horrible, It looks like they talk with many clients at the same time. I had a anxiety crisis because I lost all my work from my previous years. They are not giving me my refund. I am already using another company. The last chat with them is attached to this message. I try to do what they tell me to do all over again and their system does not work.I hope you can help me with that. Thank you,***************************

• Initial Complaint

  Date:03/01/2023

  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.

  My company is trying to move from Quickbooks desktop to Quickbooks Online.I called Quickbooks yesterday and got as far as purchasing the 5 quickbooks online accounts I needed. Since then I am passed back and forth from sales, to migration to consolidation. No one seems to be capable of completing the task or knowing how to do it. We have important business history that must be transferred and I can't seem to get a properly trained person on the phone that knows what to do. I started yesterday at 12pm. I'm still working through this issue. Currently on hold as I type.

• Initial Complaint

  Date:01/18/2023

  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.

  1/17/2022 I moved from QBD to QBO two months ago.Something that Quickbooks Online hides from the users is that your payroll history transactions will not be brought over from your Quickbooks Desktop account. They will force you to do a lump sum amount, which is fine if you want your reports to be inaccurate or to overpay the government.Deceptively they'll let you know that you can fill out a payroll correction form. I made the move at the end of November and by mid ******* was informed, by reaching out myself, that the payroll corrections take up to 90 days to complete. Even with that rushed and numerous hours spent on chat and on the phone with help, they then informed me they would not complete the payroll correction form by quarters because I had purchased Payroll Core instead of letting Quickbooks handle all of my forms.The whole move to Online is not Small Business friendly, and had I not still been able to create journal entries in my old Desktop account, I would have over paid the government and sent in numerous incorrect forms to the *** due to their deception. Thankfully I did not let Quickbooks handle any of my forms without my approval. Their customer service also hangs up on you if you tell them they've done something wrong. Horrible HORRIBLE software.

• Initial Complaint

  Date:01/18/2023

  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.

  I reached out to QuickBooks on January 10th to stop an automatic payment of $4,300.13 that I had set up as monthly payments instead for $300 and they told me they stopped the automatic withdrawal. I looked at my bank account this morning and that $4,300.13 was withdrawn anyways. I called to have them fix the issue and they said there was nothing they could do, and I couldn't talk to a manager. They made a mistake that now has costs us thousands of dollars, us not be able to make payroll, and countless hours trying to fix, and they refuse to do anything even though it was their fault. I did my part in contacting them to have the automatic payment stopped a week before it was supposed to happen and was told it was fixed and obviously it was not, and they refuse to make it better.