• Report: #798033

Complaint Review: Intuit Websites

  • Submitted: Mon, November 14, 2011
  • Updated: Mon, March 12, 2012

  • Reported By: EB — Cumberland Rhode Island USA
Intuit Websites
2632 Marine Way Mountain View, CA 94043 Internet United States of America

Intuit Websites Nicholas.Humphreys@intuit.suth.com Intuit took our money, and then did not design our website to our satisfaction. It looked like it was built by a 5 year old. Internet

*UPDATE EX-employee responds: You Weren't Ripped Off, You Just Didn't Read ....

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See correspondence below, to see how Nicolas Humphreys at Intuit Websites did not refund our money, when it was clearly deceptive advertising:

800.428.3170 ext 8819

I have been out of the office the past few days and have been unable to respond until today. I did do an investigation on your concerns and have been working with Daryl Baker who is in charge of the design team. After working with him we have determined that you will not be receiving a refund for your design project. I know this must come as unsettling news and I apologize for the less than perfect experience you have had. However, after much back and forth between our departments Daryl and I both agree on this matter. Please let me know if there is anything else I can assist you with.

Thank you,

Nicholas F Humphreys Team Manager-Intuit Websites

I was wondering if you have an update to this email. Thank you.

From: Nicholas F Humphreys Sent: Wednesday, November 09, 2011 12:21 PM

Subject: RE: Alliance Plumbing and Heating, Inc. website design

Thank you for the insight and detail of your email. There are definitely some alarming concerns from what you stated in your email that we take very seriously. For a timely resolution I am contacting the designers manager as soon as Im done sending this to you. Please allow us up to 24 hours to conduct an investigation. I will inform you of any information that comes my way.

Thank you,

Nicholas F Humphreys Team Manager-Intuit Websites

Mr. Humphreys,

I am writing to request that you look over all of the correspondence between David Parrett, Darryl Baker and Anastasia (our design consultant) and myself. There has been very poor communication from the start. We are asking that our money be refunded to us. We have been very happy with Intuit in regards to QuickBooks and those integrated services. However, with the website designing, we are not satisfied.

When you look over the correspondence (all is copied below), you will see the lack of communication between your employees. I just received an email today from Anastasia (our design consultant) that she had no record of us communicating to her our company colors. Not only did I email Darryl and David 6 days ago, on November 3rd (see email below), I also copied the email and pasted it into the respond to your consultant box. So, not only did David and Darryl not communicate the information to Anastasia, but she also did not look at her own communication box.

Additionally, the final mockup that Anastasia gave us did not have ANY of the changes I gave to her in a word document entitled mock up changes (copied below). Not one change was made before she gave us the final design.

Please do not make Intuit or Alliance spend any more time on this matter. We are a very small company (5 people) with very little funds. We look forward to hearing from you that our money in the amount of $1299, will be refunded to us.




I am very unhappy with the look of my website. We initially spoke with you about designing a "deluxe site". We agreed that it would be on par with the "homerthehandyman.com" site. That site is beautiful.... my site looks like something I could have done myself for free. I have paid $1299 (in full) to date. We have been timely with submitting our information to this point. We have tried to upload additional script but the website will not allow. The "final mock-up I received today is only 5 pages... we paid for 10. I would love for you to take a look at the mock up and see how embarrassing it is. I could never publish this site the way it is now. All of the script of the site is in long form text which resembles a bad Word document. This site is not even close to the "Homer Handyman Site". I have been anxious to get this website done but now I am completely disappointed. I really need to get some feedback as to how we are going to proceed.


11/3/11: Here is where the color information is given. Today is when Anastasia told me she did not have this information:

Hi , You can upload word documents with the text formatted exactly as you want by using the photos button. I know it is confusing, we are working on renaming it to files. I will be calling you shortly but it would be awesome if you could have the word docs upload when I do. Thanks, Darryl Baker | Sales Manager, Intuit Web Advisors | 800.428.3170 ext 8819 Office hours : Monday - Friday, 8:00am 4:30pm MDT How am I doing?

Subject: Website Changes - aliance plumbing Darryl: Here are RGB #s you can use:


R#1 G#66 B#199

Orange: R#255 G#93 B#0

I just spoke to , and he really would like the site to be closer to the Homer The Handyman sight. He likes the grey background with splashes of the blue and orange. FYI: When I upload my text for the different pages, I have it in a word document. However, the only way to upload them to Anastasia, is to use your respond to consultant area. You can upload photos, your logo, and text. when I past the text I want into that text box, all the formatting goes away it just looks like you copied into NotePad. I attached an image inside of a pdf doc, where you can see what happens when you try to upload text. I sent you the word document, which has all the changes and asking help in the layout of the text, since that was what I thought we were paying for. I cant wait until we can see the new mock up. Thank you for contacting us and for your help!


Date: Tue, Nov 8, 2011 at 12:44 PM Subject: website issues To: david_perrett


We have not heard anything on the website. It has been a few days and things seem to be stalled. The last correspondence we had was a request for "to submit the site exactly as she wanted". This is not acceptable in my opinion. Design work was supposed to be done by Intuit and now we are being asked to do this? I think it is probably best if we cut ties on this project as we have become extremely frustrated. I thought it was much easier since I chose an initial site to "mimick" (Homer The Handyman). I would like to request a refund at this time. If you cannot process this request please call my office with the name and number of a supervisor we can speak with.

Thank You,


Darryl: I just received an email from Anastasia. She is telling me that she has no record of any communication with you regarding changes. She is also stating that she has no record of our colors. This is the email that I sent you 5 days ago. The information I here, including our company colors. There is just way too much miscommunication. Thank you. Response Via Email (Anastasia) 11/08/2011 12:47 PM

We are waiting to hear from you to confirm that these changes are correct. We are also waiting to receive the proper text formatting, the correct color code for the orange color and better resolution images for your flash. Ill check with Darryl to see if you or Greg sent over any information but we currently don't have any record at this moment that there was.

Thank you, Anastasia Design Services

Word Document given to Anastasia:

Anastasia: I am just so unhappy with the mock up and what is being called final mock up. We paid a lot of money for design The text I sent you was just pasted under each tab. There is no design to it at all. I was expecting bullets, columns, text boxes, etc. I actually had it formatted in word documents much better than it looks now, but when you add text the program just throws the text in there with no styles/designs. I guess I can upload the actual word document? I am just REALLY frustrated right now. How easy will it be for me to be able to go into the sight myself and make changes to text, color, pictures, etc? I know for sure that there will be tons of changes . Additionally, the changes that I had sent over were not completed: NOT DONE: The page titled Service Plan should be changed to Preventative Maintenance NOT DONE: The Contact Us header should be changed to Commercial. I will be uploading a new commercial page. NOT DONE STILL CANNOT SEE PLUMBING AND HEATING: I sent you our logo without the orange wording plumbing and heating, underneath it. Can you use the new logo and Type Plumbing And Heating, Inc. underneath it so it is clearer to read (in the same color)? NOT DONE On the home page, Our Company name should be: Welcome to Alliance Plumbing and Heating, Inc. NOTE DONE: On the home page in the Request more info box an s needs to be taken off the end of Service NOT DONE: The first heading on the home page on the left side will have the picture Authorized Dealer IQAir with the heading of: #1 Rated Air Purification System: The IQAir Authorized Dealer logo will be in the main part of that box. That heading will link to the IQAir page. I also sent over text on that page for an embedded video. (see below also) NOT DONE: The second heading on the home page on the left side will have the photo specials (yellow star that I sent) on it can just stateCheck out our SPECIALS! The current special shall be: NOT DONE: Choose one of our Annual Preventative Maintenance Agreements and receive a FREE Air Quality test in your home. NOT DONE: I would like the following video to be embedded on the IQAir page: NONE DONE: On the tabs at the top of the page home plumbing etc. They are black when not on its page. These are very hard to read. Can we make the open page orange and the rest white?

This report was posted on Ripoff Report on 11/14/2011 07:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/Intuit-Websites/internet/Intuit-Websites-NicholasHumphreysintuitsuthcom-Intuit-took-our-money-and-then-did-not-798033. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE EX-employee responds

You Weren't Ripped Off, You Just Didn't Read ....

AUTHOR: Impartial007 - (United States of America)

Hey Sir,

I know exactly how you feel. I don't have any love for Intuit. I used to work for that Department at Intuit before I moved on, and I felt that they were in the business of making mediocre websites and charging way too much for them. Regardless of how you feel though, you need to recognize that nothing you have presented puts them at fault for anything.

1. You were probably right when you said they did a bad job of explaining things. However, it's your job to read the fine print. When you were sold the website design, you agreed to a Terms of Service that gave you a refund based on your status within the project timeline. You waited until AFTER they had done an initial draft AND their revision which is literally the lifecycle of the project with Intuit. It would be like you giving a refund to a dissatisfied customer after you'd done all the work agreed upon beforehand. It may not be your best work, but you deserve to be compensated.

2. You were right when you said that no one communicated between departments. You know why? You said yourself that you sent all the project info to the guy who sold you the project. According to Intuit protocol, it was explained to you TWICE that you upload your assets to the designer via the message window from the logged-in site. The designer told you TWICE MORE in the email chain that she didn't receive anything.

3. You are right in thinking these sites are mediocre. However, these sites aren't designed by 5 year olds. They may be mediocre and hurriedly constructed, but they made by competent individuals who are fairly adept at communication. As awful as it looked, if you could've done any better, you would have instead of using them.

4. You were right when you said they wasted your money. A well-designed site ought to cost between $3000-$9500. Their website packages are the equivalent of off-brand electronics. You're literally complaining that your off-brand TV doesn't live up to brand name expectations. You should have saved up and bought a design firm website if you were looking for one-on-one service and long term quality.

You bought a really cheap site. You didn't read the fine print. You didn't communicate well. You didn't follow instructions. And darn it, you waited until they did ALL the work before asking for a refund....

Why are you surprised that it didn't turn out well?
Why do you have to drop the names and phone numbers of employees, as if they bear the full load of this mess?
Would you want them to do the same to you if they were unhappy?

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