Intuit "Free" Turbotax State Software - must purchase full program first, then apply for rebate

# 17 for January 20, 2002

Complaints.com received the following e-message on January 19, 2002:

From: Michael Bannerman [Email User]

Intuit "Free" Turbotax State Software - must purchase full program first, then apply for rebate

On 16 January 2002, I bought Turbotax Home and Business manufactured by Intuit Corporation, of 2535 Garcia Avenue, Mountain View, CA 94043 at my local Staples store. Turbotax states that it includes a FREE State program in bold face type. In fact, part of the reason I paid $69.95 for this product was that all over the box, it states it includes a "FREE Turbotax State." What Intuit fails to say is that the "FREE Turbotax State" only comes after purchasing the Turbotax State product and applying for a rebate. The product mentions that there is an option for a free download; however, this option was not open to me when I purchased the alleged "FREE Turbotax State" module from the Intuit website.

The Intuit website has this as one of its FAQ (frequently asked questions): "Why am I asked for payment when I download my free Turbotax State product?" To which the answer is "Please be aware that per the information printed on the box and in your packet materials, one Turbotax State product is free via rebate."

(http://www.turbotaxsupport.com/faq.asp?docid=579&CategoryId=970&chat=) The major problem is that the words "FREE Turbotax State" are in large type and the fact that the "FREE Turbotax State" is only free after a rebate (which does not include shipping and sales taxes). I attempted to download my "FREE Turbotax State" and put in my American Express account on 17 January 2002. The option to download was not given and I had to order this product on a floppy disk. Additionally, I found that my account was charged for this product when I received an invoice on 18 January 2002. I filed a complaint on 18 January 2002 with Intuit's customer service and received a reply that day from Rimpy Rishi stating that "You have to fill in the rebate coupon included in your Turbotax Home and Bsuines

(sic) for Tax Year 2001 package and send it to us to redeem your rebate." A rebate is not free. Intuit's promotional material clearly states "FREE Turbotax State" product is included in purchase price. It is false and misleading advertising To hide the fact that this item must be purchased

first and a rebate applied for to receive the advertised "FREE Turbotax State" product. I am particularly upset about Intuit's false and misleading advertising in offering "FREE Turbotax State" and then revealing that this is only after a rebate.