Intuit Not Following Up on Client Service Problems....

Intuit has a major corporate problem with the customer service. My New York business has had an ongoing problem with Intuit over double charged merchant services fees and rates for ONE AND A HALF YEARS!  This problem involved my seasonal bar/restaurant next to Yankee Stadium. From the salesperson to the supposed customer service representatives, the information has been inaccurate, unhelpful, poorly documented by Intuit, and mishandled in grossly inapt ways. This isn't about money or bitterness.  It confounds me that Intuit remains in business after reading the above and below posts and being well aware of my own struggles with Intuit. Specifically, and in March of 2010, the sales representative advised us that we needed to merchant services accounts in our small bar restaurant. This is the first time we set up merchant services but we had been shopping and we had been familiar with Intuit and had used Intuit products previously. Bottom line, we trusted Intuit. Sadly, by July of 2010 after accomplishing a fairly thorough audit, we found we were being double charged on our fees because we did not need to separate accounts. The initial Intuit's representative was suspicious of the salesperson's motive for setting us up with two accounts. (Suspicious that the second account was solely for the purposes of sales commission). The representative helping us in July 2010 said their fees and rates would be looked into and we would be refunded for the second account. August and September went by without any resolution. We then spoke with representative in late September and the first part of October 2010... No resolution. Our seasonal business shuts down after baseball season so we again contacted into it in April of 2011 and, of course, individual had no notes or information to refer him back to the problems we experienced in 2010. From April of 2011 to the present we received no resolution (however we did switch merchant services but even then Intuit continued to "whack" our accounts). As of this last week Intuit offered to refund me a mere six months of the "double count" fees, indicating it had been too long a matter and that they can only reach back six months. Yes, furious did describe my attitude, but unlike Intuit personnel I managed the situation professionally. I now challenge the so-called "office of the president" of Intuit to remedy this situation immediately. In my businesses I hire people to handle these kind of things, and they either handle them or they are gone. If the matter escalates to something that I personally need to handle, I handle it swiftly and professionally. Is Intuit able to do this?

Intuit continues to have grossly irresponsible client service problems.  Maybe this posting will get someone responsible to handle it. I will try to be as professional as I can but this is deeply disturbing and wrongful.  My bar/restaurant business in New York next to Yankee Stadium was being double billed for our POS Merchant Services for A YEAR AND A HALF and we were hammering Intuit for a year to clear it up (changing Merchant Services in the interim).  In the end, Intuit's supposed "Customer Service" says that it can only refund 6 months of fees but will be happy to close the account.  Intuit essentially stole one year of monthly fees and mishandled the entire event.  It is not the money.  It is the incredibly inept action from the sales person to the final "resolution" (which is neither final nor a resolution).  We signed on in March of 2010 with two unnecessary accounts.  We audited in July of 2010 and raised the issue with Intuit.  Initially it seemed like I got promises to find out why we were set up with two accounts, and why our rates were so high (after going over everything in detail with our sales person).  The Intuit person indicated that there was no reason for us to have two accounts (other than an additional sales commission) and the issue would be looked into and I would be called back.  After some "phone tag" through September we still had no resolution.  October came and our seasonal business folded up until April 2011 with no resolution.  I again rattled the cage of Intuit and finally in *&^%$#ING JULY 2011, the guy tells me we should shut down the one account and refund us for a year and a half of double billing....you guessed it, nothing happened again.  The other day I followed up again with Intuit's "UnCustomer Service" who admitted that she could see NOT ONE NOTE OF ANY KIND REGARDING THE ENTIRE DILEMNA....yeah, furious did accurate describe me (but never nasty to these inept folks...pity that they serve nice, paying customers but not mean or nasty).  Of course we switched Merchant Services in the middle of July 2011 but Intuit was still whacking our account double fees.  It would appear from these postings that this is not unusual.  This posting is just an ongoing effort to get this matter fully and finally resolved.  I challenge the so called "Office of the President" of Intuit to handle this matter professionally.  I'd be happy to post a resolution.

1 - Try the ProResolutions group at 1-800-934-9471. I've always had good luck with them.

2 - Contact your credit card company and let them know there is a dispute.

Good luck!

I sincerely apologize on behalf of Intuit that you have had a poor customer experience. Clearly, we would like the experience of doing business with us to be easy and smooth.

I understand from one of our Office of the President team members that she has contacted you and that your refund is currently being processed by our Accounting department.

Again, I'm sorry that you didn't receive top-notch customer service.

Rich Walker, CPA
Intuit Inc.
Media Relations and Communications Team Leader

I was forced to upgrade from Q2005, which I didn't want to change. Then I was forced to get a Chase Visa card I didn't want, as I was happy with Mastercard. Now, it won't one step update. Its a verified Intuit server error. Your management is very poor. I don't want to spend another couple of hours going thru troubleshooting over the phone, email, & FAQ's online. My time has at least as much value as your product. This sort of thing is why I no longer buy Chevys Fords,McAfee, Norton, or mowers with Briggs engines. Your service is a carphrogamous pig, & I publicly tinkle on your corporate management's dreams.

Yes -- finally -- after 6 weeks of phone calls with Intuit and my credit card company, the situation was resolved. Very disappointed that it took that long to get things straightened out.

Maybe more customer service training needed on Intuit's end?