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Intuit Apologizes To Upset Customers

Recent changes to the TurboTax Deluxe edition has caused the owners of the software, Intuit, to apologize to customers. Many customers had to spend more to upgrade to another version to get the features they needed, and they will receive a refund.

Sasan Goodarzi is general manager and acknowledges that the company has caused customers frustration and anger.

Many loyal TurboTax 2014 customers were outraged when they found out about the downsizing of the TurboTax deluxe edition. Customers – many of them loyal for years – had to spend between $30 and $40 to upgrade to other editions to get certain features. These included the forms used to report income from rental property, self employment and investments, Schedules C D E and F.

Anyone using TurboTax 2014 to file their return and who used the company’s software last year but had to spend money to upgrade this year will receive a $25 refund. Customers will need to give their social security number and must apply for the refund after they have filed their 2014 tax return.

The online version had already had the Schedules C D E and F removed, and Intuit explained in its apologetic email to customers that the changes were implemented to ensure a consistent customer experience across different platforms. Julie Miller is VP of communications at Intuit and she pointed out to NBC news that customers were not informed of this information in a timely or an effective way and definitely deserved an apology.

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