complaints

[brenda-rosdahl]

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?

[sjrcpa]

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

Maybe one of your peer users can help.

[IRonMaN]

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.

[abctax55]

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)

[IRonMaN]

They have made changes at the top of the heap:

Intuit®: Company Executive Leadership

[abctax55]

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

[IRonMaN]

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.

[itonewbie]

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).

[Carey]

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

[abctax55]

@Carey 

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

[Carey]

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.  

[Ada222]

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.

[Floppydisk]

Exactly how I feel. I think Intuit made a big mistake having customer service for high end tax software in the Phillipines. QB support is excellent and very well accepted, however, the agents are not sensitive to the history nor have empathy for professionals that are using Proseries. I have been with Intuit for about 30 years, hence my user name, "floppydisk". You can do the math and calculate how much I have spent. Last night was the last straw for me. I called cause a EIN was invalid for electronic filing, however, it wasn't invalid when it took my money to pay for PPR. When I asked to be reimbursed based on the tracking of payment in the audit report I was told that Proseries may not reimburse me. I had a fit. If this is their policy now I need to know cause that is an insult to a user like myself. 

[Drphibes]

I gave up on calling.  The laws and such are moving at such a breakneck speed.  Think about it, would you trust yourself to read  and interpret it from the IRS or other trusted website online or someone that has to have that info reduce to a non-EA or CPA level and not actually understand all the nuances of it?  You have a designation as an EA or CPA for a reason.

[JkG]

I would love to know what software you are considering.  I also have been using Lacerte for over 30 years and they had not applied my payments to my account properly, told me I owed $1,800 more than I really owed and they have been "processing my refund" for a very long time and won't tell me when I can expect it.  It's so hard to change, but I think it's time.