Intuit Canada ULC

Initial Business Response / [redacted] (1000, 10, 2015/12/24) */ December 24, Revdex.com of Edmonton [redacted] Re: Complaint # [redacted] - [redacted] To Whom It May Concern: I have received the complaint your office forwarded on behalf [redacted] *** regarding her merchant account I made several attempts to reach Ms [redacted] to discuss her concern, but I was unable to reach her by phone and Ms [redacted] was unresponsive to voicemail messagesIn addition, I had a senior specialist, ***, also make several attempts to reach Ms***, but was also unsuccessful in reaching her [redacted] researched Ms [redacted] account and found that Ms [redacted] processed a transaction in the amount of $This transaction was approved by the issuing bank at the time it was processedLater, Ms [redacted] was notified of a chargeback from her customer for the transactionAs stated in our merchant agreement, Merchants are responsible for all Chargebacks and will be liable for the total amount of any sale for which a customer disputes the validity of the sale, plus any applicable Chargeback fees imposed by us or a third partyIntuit does not assess the "risk" value of a merchant's customers, as we would have no way of doing thatWe receive an authorization from the card issuing bank; however, as stated in our terms, that is not guarantee of payment and customers have the right to dispute charges, we cannot stop that from happeningThere is great information available on card issuer web sites that can help merchants understand the chargeback processPlease visit [redacted] as an example We remain driven by our passion in inventing solutions to solve important problems, perfecting these solutions and delighting our customersProviding consistently outstanding customer service and high-quality products is our goal at IntuitWe apologize for any inconvenience and frustration this situation may have caused If you have any questions or concerns, please feel free to call me at [redacted] and I will be happy to assist Sincerely, [redacted] Intuit, Inc Office of the President

Final Consumer Response / [redacted] (2000, 6, 2016/03/16) */ A representative from Turbo Tax contacted me within hours of submitting a complaint to the Revdex.com and my concerns were addressed and the issue resolved in hours I have had the technical issue fixed with filing my taxes and have also received a refund

Initial Business Response / [redacted] (1000, 13, 2016/03/18) */ March 18, [redacted] Re: [redacted] - Complaint # [redacted] To Whom It May Concern: I received the information your office forwarded to Intuit on behalf of [redacted] ***We appreciate the opportunity to respond When reaching out to Mr***, he informed me that he was able to get into this account and he had been assisted by our support staffMr [redacted] provided that upon getting in to the software, it works really well and it is an amazing application to finish your taxes; however, Mr [redacted] stated that his concerns were related to getting into the product and also in selecting the correct productMr [redacted] took the time to provide some additional feedback and I have relayed his comments to our TurboTax team If you have further questions or concerns, please do not hesitate to contact me at [redacted] I will be happy to assist you Sincerely, Brian K [redacted]

[redacted] ** [redacted] *** [redacted] To Whom It May Concern: I received the complaint your office forwarded to Intuit on behalf of Robin [redacted] Thank you for the opportunity to respond Our records show that Robin first requested to cancel QuickBooks Online on July 20, and we advised Robin to cancel from within their QuickBooks Online accountRobin was unable to log into their QuickBooks Online to cancelAn email change request form was sent to Robin to completeWe have no record of receipt of the completed form from RobinOn October 28, 2017, Robin spoke with our support and the QuickBooks Online account was cancelledAt that time a refund was processed as a courtesy for six months of QuickBooks Online charges totaling $Robin should already have this credit Providing consistently outstanding customer service and high-quality products is our goal at IntuitToday (November 8, 2017) we processed a refund for an additional $The approval process takes five to seven business days to completeOnce approved, Robin will receive the refund in an additional three to five business days If you have any questions or concerns, please feel free to call me at [redacted] , and I will be happy to assist further Sincerely, Sonia *** Office of the President

July 7, 2016Revdex.com of Central and Northern AlbertaAttn: [redacted] ***Avenue NWEdmonton, AB T5P 0L3Re: Complaint # [redacted] ¬ – [redacted] To Whom It May Concern: I received the information that your office forwarded on behalf of [redacted] regarding TurboTax software Thank you for the opportunity to respondWe made several attempts to reach Mr [redacted] and have been unsuccessful All attempts were made via email because he did not provide a phone number in his complaint and he has not responded to any of our emails Without speaking to him directly regarding his concerns we are unable to determine what happened We ask that he please contact us at the number listed below to discuss his concerns.If you have any questions or concerns, please feel free to call me at [redacted] , and I will be happy to assist furtherSincerely, [redacted] ***Office of the President

August 9, [redacted] ** [redacted] Re: Complaint # [redacted] – [redacted] To Whom It May Concern: I received the additional information provided to your office by [redacted] regarding [redacted] Thank you for the opportunity to respond As we stated in our previous responses, thorough analysis was completed on Mr***’s tax returnAll calculations within his return are accurate We have determined that this was a user entry omission Our software cannot determine if the data being entered by the customer is accurate or not, we can only guarantee that the calculations made using the data provided by the customer are accurate Our findings have been explained to Mr [redacted] in our previous responses [redacted] makes its calculations based on information entered by the user during the interview process [redacted] is not responsible for incorrect information entered into a return during this interview process We encourage our [redacted] users to always review their return prior to submission We remain driven by our passion in inventing solutions to solve important problems, perfecting these solutions and delighting our customersProviding consistently outstanding customer service and high-quality products is our goal at IntuitWe apologize for any inconvenience and frustration this situation may have caused If you have any questions or concerns, please feel free to call me at [redacted] , and I will be happy to assist further Sincerely, Erik E [redacted] Office of the President

Hi there, I would like to thank you very much with your help in resolving the issue with Intuit Canada( cut and paste the email response from you below with id number)The company left a voice message informing me someone would be contacting me later that day, and they did call back and apologized for my experience, they refunded the over charge of as well as refunded half of the spousal tax return amount 31.62(as a measure of good faith) I truly do not think this would have resolved so quickly and with my money returned, if it were not for your involvement It is very comforting to know that there is a free service available for consumers when issues like this developYour service is very much appreciated! Many thanks, [redacted]

Final Consumer Response / [redacted] (2000, 7, 2016/05/30) */ Hello thank you for the follow upI had actually logged on to my complaint as the issue had been resolved [redacted] [redacted] The issue is resolvedThank you [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/04/22) */ April 22, Revdex.com of Central & Northern Alberta AVE Edmonton, AB T5K 2L RE: [redacted] - Complaint # [redacted] To Whom It May Concern: We received the complaint your office forwarded to Intuit Canada Ltd on behalf of [redacted] We appreciate the opportunity to respond Mr [redacted] began experiencing an issue where QuickBooks would shut down when attempting to import a file into his client's QuickBooks accountHe reached out to QuickBooks support for helpIn following appropriate protocol, the agent informed Mr [redacted] that he would be required to purchase a support plan for help with resolving the issueMr [redacted] declined the support plan believing that the issue was related to a problem in the software, and not the file or his client's QuickBooks account We apologize for the frustration that Mr [redacted] experienced while trying to get help with this issueWe appreciate his honest feedback regarding the interaction with our support team and will use this in our commitment to provide the best service experience possible for our customersOur QuickBooks specialist worked with Mr [redacted] to identify the issueThe error could not be replicated indicating that the program is functioning normally If you have further questions or concerns, please do not hesitate to contact me at (520) 901-and I will be happy to assist you Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/12/24) */
December 24,
Revdex.com of Edmonton
***
Re: Complaint # *** - *** ***
To Whom It May Concern:
I have received the complaint your office forwarded on behalf *** ***
regarding her merchant account
I made several attempts to reach Ms*** to discuss her concern, but I was unable to reach her by phone and Ms*** was unresponsive to voicemail messagesIn addition, I had a senior specialist, ***, also make several attempts to reach Ms***, but was also unsuccessful in reaching her
*** researched Ms*** account and found that Ms*** processed a transaction in the amount of $This transaction was approved by the issuing bank at the time it was processedLater, Ms*** was notified of a chargeback from her customer for the transactionAs stated in our merchant agreement, Merchants are responsible for all Chargebacks and will be liable for the total amount of any sale for which a customer disputes the validity of the sale, plus any applicable Chargeback fees imposed by us or a third partyIntuit does not assess the "risk" value of a merchant's customers, as we would have no way of doing thatWe receive an authorization from the card issuing bank; however, as stated in our terms, that is not guarantee of payment and customers have the right to dispute charges, we cannot stop that from happeningThere is great information available on card issuer web sites that can help merchants understand the chargeback processPlease visit *** as an example
We remain driven by our passion in inventing solutions to solve important problems, perfecting these solutions and delighting our customersProviding consistently outstanding customer service and high-quality products is our goal at IntuitWe apologize for any inconvenience and frustration this situation may have caused
If you have any questions or concerns, please feel free to call me at *** and I will be happy to assist
Sincerely,
***
Intuit, Inc
Office of the President

Final Consumer Response /* (2000, 7, 2016/02/24) */
Following Revdex.com intervention, Intuit Canada's Office of the President (Carol) contacted me and promised a followup and resolution by the companyOne day later, Guy from Intuit contacted me and provided me with a download link to TurboTax and a
working keyI now consider the matter resolved to my satisfaction and wish to thank the Revdex.com for helping me ask Intuit Canada to honour its guarantee and its representative's original promise from ***

Complaint: ***
I am rejecting this response because:
Thank you for your responseUnfortunately, your response does not address my previous response that included attachments showing that I entered my data correctlyMy evidence counters what your analysis has informed youI look forward to hearing from you how you will address my evidence from my previous emailAs per my previous email, it shows an error in your software application and not in the client. Thank you for your time. Sincerely,
*** ***

June 08,
*** *** *** ** *** *** *** ***
** *** ***
*** ** *** ***
Re: Complaint #*** - *** ***
To Whom It May Concern:
We received the complaint your office forwarded to Intuit on behalf of *** ***Thank you for the opportunity to
respond
We apologize for the experience Mr*** had while attempting to have his concerns addressedCrystal, a *** support agent, was unable to reach Mr*** by phone and therefore sent an emailIn the email, she explained that we will honor Mr***'s refund request for the amount of $and will need to obtain his mailing address so we can send the refund chequeWe have not heard back from Mr***In addition, the agent provided information regarding HBP and stated that in order for the proper amount to be calculated in the HBP form it must indicate in the second section the amount that is needed to be reimbursed, if no contribution has been done during the year that amount will be added as incomeThe accuracy guarantee agreement was also supplied to Mr***
We remain driven by our passion for inventing solutions to solve important problems, perfecting those solutions and delighting our customersProviding consistently outstanding customer service and high-quality products is our goal at IntuitWe apologize for any inconvenience and frustration this situation may have caused
If you have any questions or concerns, please feel free to call me at
*** ***, and I will be happy to assist further
Sincerely,
Maria R***
Office of the President

Initial Business Response /* (1000, 5, 2016/04/06) */
***
Re: Complaint #1*** - Joan D***
To Whom It May Concern: We received the complaint your office forwarded to Intuit on behalf of
*** Thank you for the opportunity to respond
We apologize for the customer service MsD*** experienced while attempting to have her concerns addressedWe have forwarded her comments to the appropriate management team for review and coaching purposesThere were many opportunities where we could have done a better job and we assure MsD*** that this is not the experience we expect our customers to have
We have processed a refund for both purchases of the TurboTax softwareA refund in the amount of $was processed on April 1, 2016, this will be reflected in MsD***'s account within 3-business daysIn addition, we processed a refund for retail purchase of the TurboTax Home and Business software in the amount of $MsD*** can expect to receive her refund check
within 7-business days
***
Initial Consumer Rebuttal /* (2000, 7, 2016/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Intuit has responded appropriately
As noted, in all attempts to deal withnthem, they should have responded properly
They have assured me they will be taking corrective action so this does not happen in future
I will continue to purchase their products in future

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26,
***
Re: Complaint # *** - *** ***
To Whom It May Concern:
I received the information your office forwarded on behalf of ***
*** regarding his service experienceThank you for the opportunity to respond
I contacted Mr*** to verify which product he was charged forHe informed me that he had the Canadian version of QuickBooksOur agent Lorin contacted Mr*** and after reviewing the case he refunded the additional $that was owed which brings the total refund to $
Providing consistently outstanding customer service and high-quality products is our goal at IntuitWe apologize for any inconvenience and frustration this situation *** have caused
If you have any questions or concerns, please feel free to call me at (XXX) XXX-XXXX and I will be happy to assist
Sincerely,
*** ***
Office of the President
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 13, 2016/03/18) */
March 18, 2016

[redacted]

Re: [redacted] - Complaint #[redacted]

To Whom It May Concern:

I received the information your office forwarded to Intuit on behalf...

of [redacted]. We appreciate the opportunity to respond.
When reaching out to Mr. [redacted], he informed me that he was able to get into this account and he had been assisted by our support staff. Mr. [redacted] provided that upon getting in to the software, it works really well and it is an amazing application to finish your taxes; however, Mr. [redacted] stated that his concerns were related to getting into the product and also in selecting the correct product. Mr. [redacted] took the time to provide some additional feedback and I have relayed his comments to our TurboTax team.

If you have further questions or concerns, please do not hesitate to contact me at
[redacted] I will be happy to assist you.

Sincerely,


Brian K[redacted]

Final Consumer Response /* (2000, 6, 2016/03/16) */
A representative from Turbo Tax contacted me within 8 hours of submitting a complaint to the Revdex.com and my concerns were addressed and the issue resolved in 72 hours.
I have had the technical issue fixed with filing my taxes...

and have also received a refund.

Final Consumer Response /* (2000, 7, 2016/05/30) */
Hello thank you for the follow up. I had actually logged on to my complaint as the issue had been resolved. [redacted]...

[redacted]
The issue is resolved. Thank you.
[redacted]

Hi there, I would like to thank you very much with your help in resolving the issue with Intuit Canada. ( cut and paste the email response from you below with id number)The company left a voice message informing me someone would be contacting me later that day, and they did call back and...

apologized for my experience, they refunded the over charge of 40.24 as well as refunded half of the spousal tax return amount 31.62(as a measure of good faith).  I truly do not think this would have resolved so quickly and with my money returned, if it were not for your involvement.  It is very comforting to know that there is a free service available for consumers when issues like this develop. Your service is very much appreciated! Many thanks, [redacted]
[redacted]
[redacted]
[redacted]

August 9, 2016 [redacted]
[redacted]
[redacted]  [redacted] Re:  Complaint # [redacted] – [redacted] To Whom It May Concern: I received the additional information provided to your office by [redacted] regarding [redacted].  Thank you for the opportunity to respond.   As we stated in our previous responses, thorough analysis was completed on Mr. [redacted]’s tax return. All calculations within his return are accurate.  We have determined that this was a user entry omission.  Our software cannot determine if the data being entered by the customer is accurate or not, we can only guarantee that the calculations made using the data provided by the customer are accurate.   Our findings have been explained to Mr. [redacted] in our previous responses. [redacted] makes its calculations based on information entered by the user during the interview process.  [redacted] is not responsible for incorrect information entered into a return during this interview process.  We encourage our [redacted] users to always review their return prior to submission.   We remain driven by our passion in inventing solutions to solve important problems, perfecting these solutions and delighting our customers. Providing consistently outstanding customer service and high-quality products is our goal at Intuit. We apologize for any inconvenience and frustration this situation may have caused.   If you have any questions or concerns, please feel free to call me at [redacted], and I will be happy to assist further.   Sincerely, Erik E[redacted] Office of the President