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Business Profile

Cloud Services

Rightworks
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 are a small business that has entrusted Rightworks with hosting our cloud storage, which contains our critical accounting dataincluding years of financial records, customer information, inventory, and sales. This system is the backbone of our operations, and we have taken every possible measure to back up our files regularly.On Thursday, our system went down. After spending hours on the phone with the support team, we were informedwithout warning or meaningful explanationthat our file was irreparably corrupt and nothing could be done to recover it. We have now lost everything. Our entire business history has been wiped out.Whats more alarming is the complete absence of effective assistance or a recovery plan from Rightworks. We received no guidance, no escalation protocol, and no reassurance that any steps would be taken to prevent this from happening again. The level of support provided in a moment this critical was wholly *************** say we are disappointed is a profound understatement. We have invested 25 years building this businessand this incident puts our continued operations in jeopardy.We are demanding immediate attention to this matter, a thorough investigation, and a documented plan of action to rectify the loss and ensure such failures are never repeated. We expect a senior representative to respond promptly.

    Business Response

    Date: 07/30/2025

    We have reached out to our customer, ****** ****** and resolved this issue.

    We appreciate ****** ****** brining this to our attention of the BBB and for collaborating with Rightworks and Intuit to resolve this issue.

    Customer Answer

    Date: 07/30/2025

     
    Complaint: 23663156

    I do not accept the business's response as a resolution to my complaint because:  After contacting Rights Network on Wednesday, July 23rd and Intuit on Thursday, July 24th.   We had to contact an IT Professional to help us, we are now expecting a huge bill because we were told by Rights Network and Intuit that there was nothing they could do, and we needed an IT Professional. 

    Two people worked for two days on the issue.  I need to know who's going to pay for the IT Professional that was hired, when Rights Network was the one who contacted us on Monday, July 28th and got us back online.  That should have been done on Wednesday July 23rd when we initially contacted them.

    We lost three business days, for a small business that is huge.

     

    Sincerely,

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

    Business Response

    Date: 08/13/2025

    I can understand this customer's frustration, however ******************** did resolve their issue.

    The customer's choice to engage with a 3rd party IT professional was their choice.

    Many of our customers work with ********************, Intuit and their own IT professionals, it is not uncommon, and certainly not Rightworks responsibility to pay for those other parties.

    Customer Answer

    Date: 08/14/2025

     
    Complaint: 23663156

    I do not accept the business's response as a resolution to my complaint because: as I previously stated, we were told by Rights Network and Intuit there was nothing they could do and we were advised by them to get an IT Person which we did.  They got back to us after two days to resolve the issue.  We had at the time contacted the IT professional by that time.

    Sincerely,

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

  • Initial Complaint

    Date:08/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 was promised a 24/7 customer support, I called several times 7/30/24 2:49 PM Arizona time, and it says it is closed, that I need to contact during normal hours. I need to finish payroll and I need resolutions.I pay $232 monthly for that service.

    Business Response

    Date: 08/01/2024

    ******,

    Thank you for contacting us regarding your Intuit QuickBooks Hosting account.  

    I know that you have already spoken with our Manager, *********************, and are working on a plan to get you the help with your QB Payroll.

    Given that your billing relationship is with Intuit, not Rightworks, we cannot do anything in terms of refunds or credits, you may wish to contact Intuit about that.

    I do apologize if Intuit promised you 24/7 Support, our Support hours for your Intuit Hosting account are Mon-Fri 9am-5pm, and I know that ***** is working to try to get you some extra assistance on the weekend if we can.

    Sincerely,

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

     

  • Initial Complaint

    Date:02/02/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 Licence for Transaction Pro Importer and Transaction Pro Exporter a while back. The version we purchased is 7.0. RightWorks purchased Transaction Pro. They decided to disable Transaction Pro 7, and are forcing us to purchase a new licence of the solution that came out in 2020 (transaction pro 8). During a "chat" session, the support person reported that the free upgrade to 8 was available until.... yesterday! They won't help us resolve this situation, which would be resolvable at no cost to them: the Transaction Pro 8 software has been out since 2020 and was available for free to select users, apparently. I am hoping that BBB can help us make this right and convince RightWorks that they should upgrade everyone with version 7 to version 8 for free, without a time restriction.

    Customer Answer

    Date: 02/02/2024

    Hi - after 2.25H on the phone, and mentionning my complaint with you,  the company has decided to offer a licence for their "newish" solution.  They have resolved my issue. 


    Would it be possible to close this complaint please?


    Thank you

    *****

  • Initial Complaint

    Date:12/01/2023

    Type:Billing Issues
    Status:
    Answered
    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 had rightworks through Intuit desktop version and needed some extra integration software so we had to pay for the add ones directly to Rightworks. Been that way for the past 5 years. We switched our services from Rightworks to Quickbooks online at the end of September. We told rightworks that we had stopped the service and as well as Intuit said the account had been canceled. But rightworks keeps billing us. And they refuse to cancel the service even though there is no attached virtual computer...
    We have emailed them and called them several times and they refuse to stop the service.

    Business Response

    Date: 12/04/2023

    Thank you for bringing this to our attention.  A full refund for the October invoice has been processed to your credit card.

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