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:07/17/2024

  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 Made Easy Is not a program or compatible with the software. Its misleading. I would like a refund.

• Initial Complaint

  Date:04/23/2024

  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.

  We purchased a copy of **************** 2021 for Mac months ago and have yet to receive anything other than useless emails with links that don't work. Phone calls are only met with voicemails. TechSoup has monopolized the software donation market. Where we used to get software donations free without a problem, now it was more than 33 hours on the phone and chat and we still don't have what we paid for despite numerous promises.

  Business Response

  Date: 05/03/2024

   

  TechSoup has facilitated the distribution of software, hardware and other services to the nonprofit sector since 1987, and work with our donor partners, such as ********** to make sure we can distribute software to the nonprofit community at the lowest possible cost.

  In this case, we understand, from confirmation received on 4/23/2024, that the product has now been successfully reissued and installed. We are sincerely sorry for the challenges experienced.

  Throughout many conversations had, our team has been working on a resolution to the best of our capacity. As TechSoup is also a nonprofit, we rely on partnerships with excellent service providers who can offer in-depth technical support that *** sometimes be necessary. 

  Thank you.

  Client ******************* Team

  TechSoup

• Initial Complaint

  Date:03/06/2024

  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.

  I purchased zoom back in April of 2023 and the code has never worked. I tried contact this company and no one returns my chat. The zoom code does not apply and cannot reach customer service.

• Initial Complaint

  Date:01/29/2024

  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 paid for quickbooks, instead of them To be charging me the amount I paid for, I was still being charged in full.

  Business Response

  Date: 02/08/2024

  I have reviewed this organizations information, contact history including chat transcripts, and have found that the QuickBooks account for which ***** is requesting $1,000 in settlement is not through TechSoup, but must instead be an account charged and managed by Intuit directly.
  
  ***** did request the 5 license version of QuickBooks Online (Annual Subscription) through our program on 11/9/2022, among several other products in the same request (#*******), with the fulfillment email being issued to her organization's registered email address, ******************** later that same day.
  
  The first communication after that was via chat support on 1/17/2023. ***** messaged asking why she was still being charged full price for her subscription. During her discussion with an ****************** Specialist (referred to hereafter as AMS), it was discovered that in fact, the account she was looking at was a "Simple Start" account, a product not offered through TechSoup, and with the charges directly from Intuit. ***** apparently had two accounts at the same time, with an accountant using them as well. We explained that we do not have access to Inuit's back end systems to make any adjustments directly, and at that point the conversation moved from chat to email exchange (Support Incident ID: ********.
  
  It was in this email exchange that ***** confirmed that she had two Intuit Simple Start accounts, neither with the QuickBooks Online subscription from TechSoup applied. The AMS explained that, with the subscription from TechSoup, it could only be applied to a single account, and that if ***** or the accountant had in fact actually applied the subscription at some point, it seems to have been downgraded, which would not be an action supported by or directed by TechSoup, or they had used the TechSoup subscription to create a third account. In  any case, it was reiterated again that we at TechSoup, not being Intuit, would have no visibility into the inner workings of any of her Intuit accounts, and that for that kind of support, ***** would need to engage with *****'s support teams.
  
  At this point in the exchange (1/19/2023), ***** requested a new subscription link, which we had the fulfillment team generate for her and sent it again to her organization's registered email address on 1/20/2023. In addition to the new link, the AMS also provided links to FAQ and support articles and the contact information for Inuit's support teams to further aid in *****'s efforts to set up her account correctly.
  
  On 3/14/2023, ***** called us and spoke with a different AMS. During the discussion, she expressed that she had seen error messages that the "link was already redeemed". This meant that the activation link we had resent was already used to activate an account (The link can be used only once). The AMS then followed up with email guidance for resuming the account registration process that had been initiated using the most recent link, including instruction for recovering her login information if she had lost or forgotten it in the interim. The email advised that, in the event ***** couldn't recover her login information from Intuit, she should reply back to the email with specific information that we would then escalate to Intuit's *** Care Team, who would then reach out to ***** directly to offer assistance in any account or set up issues. ***** replied back on 3/15/2023 that she was unable to get her login information using Inuit's "Forgot Password" tool, and we escalated this to the *** Cares Team.
  
  ***** reached out to chat support on 6/2/2023, and was helped by a different AMS, and during the conversation, she told him that she set up the QuickBooks account but was still being charged extra, and that she had called Intuit and was advised to call us (not uncommon for that to happen regardless of the issue being specific to TechSoup's offer or not). The AMS got the Intuit Case Number (#**********) from ***** for that Intuit call. The AMS reviewed her account history and asked if she had been contacted in March by *** Cares Team, and she then stated that she had missed their call appointment and had not spoken with them. The AMS told her we'd escalate again to *** Cares Team for assistance, gathered the requisite information from *****, and escalated it per the standard escalation process.
  
  On 6/15/2023. ***** reached out via chat again, stating to the AMS that she had been waiting to be contacted, but had not been. At this point, the AMS correctly identified an issue with the organization's TechSoup account, specifically that *****'s organization had had their 501c3 tax exempt status revoked and the account was in "IRS disqualified" status. The AMS requested an updated 501c3 letter of determination to requalify the organization's account, and mentioned that if that was not feasible that he could offer a refund of the QuickBooks Online subscription. ***** stated that she did want the refund. When asked if she had been able to use that subscription link we had resent previously, she told him she did not and had not been able to use the account. He had her log into the Intuit account, asking if when logged in she saw the TechSoup subscription in the account details. She confirmed that she did not any TechSoup information in the Intuit account. The AMS then clarified what we would need in order to requalify *****'s organization's account, and she asked how to get QuickBooks again if she needed to. The AMS told her she could always get a subscription through Intuit directly, but that in  order to again request it through TechSoup, she would need to get her organization account requalified.
  
  ***** has not placed any new requests for Intuit products through TechSoup since that first request was had been refund on 6/15/2023.
  We double-checked in NetSuite, and can confirm that when we cancelled her subscription and renewals, it was successful.
  

  TechSoup is not charging ***** anything for her QuickBooks. The remedy is for her to sort this out with Intuit directly, as it seems her QuickBooks subscription is managed by them directly, and simply cannot be the cancelled, refunded subscription previously obtained through TechSoup.