Immediate Escalation: Ongoing Migration Failures and Unresolved Employee Sync Issues

Hello,

I’m at my wit’s end with QuickBooks. I’ve spoken to customer service easily twenty times, participated in multiple tech calls, and exchanged dozens of emails—yet there has been zero resolution.

At this point, the only responses I get are variations of the same canned message:

“Engineers are aware of the issue and it is in the process of being prioritized/investigated. Although this is being actively looked at, we do not have an ETA for resolution at this time.”

This has gone on for months. Please see the attached documentation showing the history of contact and lack of results.

Background

Our company is over 30 years old, with significant historical data. We were assured by Brian from your sales team that migrating from QuickBooks Desktop to Online would be seamless. When the initial migration attempt failed, we were instructed to renew QuickBooks Desktop temporarily so your team could complete the migration, with the promise of a refund once done.

We followed that direction in good faith. The migration process took 22 hours, and when completed, over 100 employees were missing from the import.

After multiple failed support attempts, I eventually reached Shannon (Level 3), who seemed knowledgeable and helpful—but communication abruptly stopped.

Current Issues

Your latest communication stated:

“There are about 85 employees we cannot bring over due to the address verification... Payroll has proper address validations which only allow correct addresses to be stored in our database.”

However, this data originated from QuickBooks Desktop, your own system. These records should migrate cleanly without address validation conflicts. Because of this failure, we’ve experienced:

• Broken records (display name mismatches causing 404 errors in billing and hours logs).

• Continuous billing for “active” users we were advised not to remove during migration—costing us $160+ in unnecessary charges.

• Corrupted employee display names with multiple duplicates (e.g. “(1), (2)” appended).

Example of Broken Records

Once your team merges the correct display records, the following employees (names redacted for privacy) must be restored to their correct mapping and reactivated:

• Colin M. F. – currently showing as multiple versions. Correct record: Colin M. F.

• Dreyvin L. – showing under duplicate entries. Correct record: Dreyvin L.

• Erin M. P. – listed under alternate spellings. Correct record: Erin M. P.

• Hugo L. – has several duplicates (1–4). Correct record: Hugo L.

• James D. M. – showing multiple duplicates. Correct record: James D. M.

• Javier V. – listed three times. Correct record: Javier V.

• Joshua D. C. – showing as two separate entries. Correct record: Joshua D. C.

• Omar D. S. – showing as three entries. Correct record: Omar D. S.

Requested Action

We need this migration finalized immediately so we can decommission QuickBooks Desktop and proceed with our technology upgrades. This ongoing delay is creating operational and financial bottlenecks for our organization.

Please provide:

1. senior-level contact who can take ownership of this case.

2. defined timeline for full resolution

3. Written confirmation of our Desktop refund and applicable inconvenience credits, as previously discussed.

This has gone far beyond a normal support issue—this is now causing business disruption. I expect a direct follow-up with a path to closure, not another auto-response.

Sincerely,
Zach Johanson