LACERTE SALES STAFF LYING ABOUT REFUNDS

[MtnTaxMan]

Just and FYI out there.....

I have never felt so mistreated by a company such as Intuit yesterday and today.

I have been auto renewal FOREVER. ProSeries for 15 years and Lacerte for 5. I received my invoice with did not reflect the early renewal discount because I never had to do it before. In fact, I have a ProSeries Fast-Path REP license and it is set for "Auto Renewal"

Before I knew about this I had spoken with Mike Silva about Intuit Practice Management and agreed to go forward AS WELL AS ordering Unlimited e-Signature  for TY2022- this was on Sept 3rd. 

Because of the Intuit's denial of the renewal discount, I told them to cancel the e-Signature order ($1700+) and the sales rep stated "We cannot cancel the order".  very interesting because the working at the site:

https://proconnect.intuit.com/community/forums/forumtopicprintpage/board-id/101/message-id/1327/prin... states... " For new Lacerte tax products only, cancelation or refund must be requested within 5 business days of product licensing.

For new Lacerte workflow solutions, refund requests must be made within 30 days of purchase."

Since e-Signature is a workflow product, I have 30 days. EVEN IF IT WAS NOT CONSIDERED a workflow product, I had 5 days. Today is Sept 8th, the 5th business day.

This is an incredible horrible experience. Of course, I have printouts of the cancellation policy as well as the email with the order confirmation date and will send that to American Express.

I think I could live without the early renewal discount but to offset that cost I was going to switch to 2-250 e-signature bundles to help offset the sting. Can't do it since they won't credit the original order.

Not asking for feedback but wanted to post this here as my experience.

Ultra Tax has been foaming at the mouth for my business. I know they are expensive. Since I'm retiring in 2 years, their 5 year new customer discount should take care of that.

Bruce Tyler, EA

[IntuitBettyJo]

Hi @MtnTaxMan 

This is definitely not the experience we want our customers to be going through.  Please be on the lookout for a private message regarding this matter, while we work on getting this straightened out. 

-Betty Jo