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Caution - check with other users in your industry
October 27, 2023

Caution - check with other users in your industry

Donna Sturma | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with QuickBooks Online

We are a residential remodeling company in the suburbs of St. Louis, MO. We converted to QuickBooks Online (QBO) from QuickBooks Desktop (QBD) at the beginning of September 2023 to prepare for integration with a new Project Management software we are beginning to use. I was skeptical about moving to c6 because it is limited in its ability to effectively manage job costing. Unfortunately, it has only proven me right by not being able to provide the reporting I need and was able to get from QBD. My major complaint though is with the Payroll Elite subscription. An electronic data migration was possible for everything EXCEPT payroll data. Using Elite meant that a team from Intuit had to manually enter our year-to-date data into QBO so the W-2s would be correct at the end of the year, and tax filings would be accurate. I was instructed to create a portable file from QBD to send to the Elite team and give them almost two weeks to get it all entered. In my experience, I have had nothing but problems ever since! A payroll type we have never used before was created called "Non-Taxable Per Diem" where entries were made on 9 out of 13 active employees. I currently have ten (10) active cases/investigations open without, in my opinion, any clear answers from Intuit. I would not recommend this product. In my opinion, their call centers employ representatives with almost no experience in accounting or bookkeeping to support an accounting product! Very disappointed!
  • Banking information & transactions fed live to our file
  • Attachment of source documents to transactions
  • Able to access from anywhere with an internet connection
  • In my opinion, help/call center workers don't understand bookkeeping/accounting practices
  • In my experience, communications about open cases is non-existent
  • Program creates "default" General Ledger accounts at random
  • In my opinion, Intuit has wasted about half of my billable time due to the problems we've had
We selected QuickBooks Online because it is supposed to integrate with a new Project Management software package we are starting to use. QuickBooks Desktop is much better suited to job costing and project management.

Do you think QuickBooks Online delivers good value for the price?

No

Are you happy with QuickBooks Online's feature set?

No

Did QuickBooks Online live up to sales and marketing promises?

No

Did implementation of QuickBooks Online go as expected?

No

Would you buy QuickBooks Online again?

No

Failure to do accurate and user-friendly job costing, lack of useful support.
In my experience, most representatives keep me on the phone for hours, literally, for a single issue and then usually cannot resolve it satisfactorily. I have 10 open cases that need resolution and, in my experience, there has been NO follow-up communication on any of them.
It seems Intuit is more interested in generating revenue than taking care of their customers. After only 28 (working) days using it, I've had to call for Help 23 times, and, in my experience, only spoken to 2 people who had an understanding of basic accounting practices and the ramifications of some of their suggested fixes on the General Ledger.

QuickBooks Online Feature Ratings

4.8
Accounts payable
6
Accounts receivable
6
Cash management
8
Bank reconciliation
8
Expense management
7
Time tracking
1
Electronic tax filing
5
Self-service portal
1
Primary and Secondary Ledgers
3
Journals and Reconciliations
5
Standardized Processes
3
Inventory Management ()
Not Rated
3.0
Cost of goods sold
3
4.3
Pay calculation
5
Benefit plan administration
5
Direct deposit files
6
Reimbursement management
1
4.3
Dashboards
4
Standard reports
4
Custom reports
5
Customization ()
Not Rated
Security ()
Not Rated

Using QuickBooks Online

2 - Owner and me (Controller)
1 - I have 35 years in accounting management, but I am not able to figure out a lot about QuickBooks Online.
  • Payroll
  • Job costing
  • Financial management
  • None
  • None
Too many problems so far with Payroll, job-costing.

Evaluating QuickBooks Online and Competitors

Yes - QuickBooks Desktop
  • Integration with Other Systems
We were told to use it to integrate with a new Project Management software we purchased.
I would try harder to stay with QuickBooks Desktop.

QuickBooks Online Implementation

The Payroll Elite team that, in my experience, manually entered our year-to-date information incorrectly.
  • Implemented in-house
Yes - The payroll had to be manually entered separately from the other data, which was handled electronically.
Change management was minimal
  • Data migration required the involvement of QuickBooks support
  • Payroll entered incorrectly

QuickBooks Online Support

ProsCons
Problems get solved
Immediate help available
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Need to explain problems multiple times
Support doesn't seem to care
Yes, because I expected to need it.
Yes - It has never been resolved.
In my experience, I have had two people out of 23 who actually were able to solve my problem.

Using QuickBooks Online

ProsCons
Relatively simple
Feel confident using
Familiar
Do not like to use
Requires technical support
Not well integrated
Slow to learn
  • Banking transactions fed directly to my file
  • Entering expenses and vendor bills
  • Attaching source documents to transactions
  • Getting support
Yes, but I don't use it