Intuit Canada ULC

Initial Business Response /* (1000, 5, 2016/04/22) */
April 22, 2016
Revdex.com of Central & Northern Alberta
16102 100 AVE
Edmonton, AB T5K 2L9
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 account. He reached out to QuickBooks support for help. In following appropriate protocol, the agent informed Mr. [redacted] that he would be required to purchase a support plan for help with resolving the issue. Mr. [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 issue. We 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 customers. Our QuickBooks specialist worked with Mr. [redacted] to identify the issue. The 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) 901-3280 and I will be happy to assist you.
Sincerely,
[redacted]

[redacted]
*
[redacted]
[redacted]
[redacted]  [redacted]
*
[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, 2017 and we advised Robin to cancel from within their QuickBooks Online account. Robin was unable to log into their QuickBooks Online to cancel. An email change request form was sent to Robin to complete. We have no record of receipt of the completed form from Robin. On October 28, 2017, Robin spoke with our support and the QuickBooks Online account was cancelled. At that time a refund was processed as a courtesy for six months of QuickBooks Online charges totaling $264.42. Robin should already have this credit.     Providing consistently outstanding customer service and high-quality products is our goal at Intuit. Today (November 8, 2017) we processed a refund for an additional $264.42 . The approval process takes five to seven business days to complete. Once 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 [redacted]                                   ...⇄ Office of the President

July 7, 2016Revdex.com of Central and Northern AlbertaAttn:  [redacted]16102 100 Avenue NWEdmonton, AB  T5P 0L3Re:  Complaint # [redacted]¬ – [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 respond. We 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 further. Sincerely, [redacted]Office of the President