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complaints

brenda-rosdahl
Level 1

I have been on the phone for over 2.5 hours.  The agent helping me has had me on hold for over 45 minutes this last time after I asked a yes or not question. I believe she may have went to lunch. Each time I asked her a question she has had a bad attitude as though she does not want to be at work.   I have wasted 2.5 hours so far without getting anywhere and have now got a second line going to try to get help with a second agent.  It will take about an hour to get someone else on the line as they are very busy now.  How do I file a formal complaint?

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11 Replies 11
sjrcpa
Level 15

Have you tried posting your issue here? (Not the formal complaint).

Maybe one of your peer users can help.


ex-AllStar
IRonMaN
Level 15

If you have a question that can be answered as "yes" or "no" why don't you post it here?

As far as the complaint department goes, I'm guessing you will have to stand in line with the other 3.5 gazillion folks that are upset with Intuit support.

Fast food was too difficult. Collecting aluminum cans seems to be the right fit. Call me if you have any - 867-5309.
Carey
Level 1

Time to move to Drake- this company has gone so downhill. Can't get help waste of time- 

0 Cheers
abctax55
Level 15

@Carey 

I don't see that you've posted your issue here, where *we* (volunteers, but very helpful ones) might offer assistance.

Former Chump..umm... AllStar...This message was typed from 6 feet away so you can safely read it immediately.

If a post answers your question, click on *Accept as solution* for future searches
Carey
Level 1

I have been trying for weeks to add one of my employees- I wait for an hour on hold, and have Lacert all me back- when they do, they aren't able to help at all. I am paying over $18,000 a year for their software- this is not acceptable, and I will be leaving after this year.  I need to add my accountant and I can't get a answer as to why she isn't able to accept my invite.  

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abctax55
Level 15

Email Brad, the President of Intuit.   His email address is on the web site.

But you are wasting even MORE of your time.

How about explaining what *specific* problem you are having with the software; you'd be amazed at how good we are ( we = fellow users of the software, FYI)

Former Chump..umm... AllStar...This message was typed from 6 feet away so you can safely read it immediately.

If a post answers your question, click on *Accept as solution* for future searches
IRonMaN
Level 15

They have made changes at the top of the heap:

Intuit®: Company Executive Leadership

Fast food was too difficult. Collecting aluminum cans seems to be the right fit. Call me if you have any - 867-5309.
abctax55
Level 15

@IRonMaN ...  Your point? ... Just a different name of the one who'll ignore the complaint. 🤣

Former Chump..umm... AllStar...This message was typed from 6 feet away so you can safely read it immediately.

If a post answers your question, click on *Accept as solution* for future searches
IRonMaN
Level 15

Sounds like this is the guy you really want to talk to - Mark Notarainni Executive Vice President, Chief Customer Success Officer.  Anybody with the word "Success" in their title really needs to be aware the he may not have the correct title --------------- at least not according to those using Intuit products. 😁

Intuit®: Company Executive Leadership

Edit - sorry but I tried to make Mark the center of attention but evidently Intuit wants to stick with the team approach.

Fast food was too difficult. Collecting aluminum cans seems to be the right fit. Call me if you have any - 867-5309.
itonewbie
Level 15

Yeah, and don't fall for the so-called "Office of the President".  The name sounds grand but you'd think they're the same folks from the Support team (based on their indifferent and discourteous attitude).

---------------------------------------------------------------------------------
Still an AllStar
Ada222
Level 1

I spent hours with two nice ladies that seems to be reading a manual to find the solution to my issues with Lacerte. The 2020 Lacerte frizzes every time I try to attach a document, this is only happening with 2020.  Also I can't print the K-1's either. Hopefully next year we'll change to a better program. It's so frustrating!

If the technician solves the problem we get an email so we can tell them how happy we are, but I never received an email when the problems are unsolved.

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