[NOTE: I did my taxes by hand this year, as usual, and once again I began to wonder about halfway through why I do such a thing. Isn’t everyone just plugging numbers into a computer program these days, or using an accountant if their taxes are remarkably complex? I remembered that last year I had tried TurboTax and had a bad experience with it, but I didn’t remember the details. Then I read this post from last year. And I remembered. Oh, how I remembered! So I thought I’d repeat the post in honor of Tax Day.]
Every year around this time I’m busy with my taxes. I like to joke that I may just be the person in the US with the highest ratio of tax complexity to income, because although I don’t make much money I have to fill out a lot of tax forms beyond ye olde 1040.
Self-employed and business owner, with multiple (relatively small) sources of income. Some investments with interest or dividends, a few modest capital gains and losses, and until recently I itemized my deductions. Then there’s the state.
Well you might ask: why not an accountant? I’d be paying quite a bit for not a whole lot, except of course some savings in time and stress. Also (and this may be the real reason), each year I learn (or at least, I think I learn) from the previous one, and each year I think it’ll now be a piece of cake to do this all myself.
It never is a piece of cake. More like chewing on hard crusts of stale bread, over and over and over.
But this year I made a decision. This year I’d buy TurboTax and use that. It made perfect sense. The ads (and even some actual human beings—friends—I talked to) said TurboTax would simplify things mightily and wasn’t very expensive at all. So I decided to do a little research online to decide what version to buy.
Well, it turns out that took a while. Many hours, actually, because first you have to answer some questions, and TurboTax informed me that I needed the most extensive and expensive version, which would be (I’m doing this from memory) something like $119 at the time. That seemed a bit steep, and maybe unnecessary; it was predicated on my being a business owner, but my business taxes are actually a very simple part of the equation for me.
So the next step was seeing what forms are actually supported by the different versions, because I know what forms I need to use. That took me quite some time to find; the information was buried rather effectively, but I finally found it after a rather frustrating search. Turns out that the not-quite-as-complicated and less-expensive version (“Premier”) would do quite nicely for me.
So that was the beginning of my sense of unease about TurboTax and its recommendations. That unease would only increase.
I decided to buy the downloaded version, because it would be a bit more secure. But when I bought it (from Target, which at that moment seemed the cheapest way to go), the website automatically added more sales tax than it should have. The irony was not lost on me: I was trusting TurboTax to be accurate about my federal taxes, but the process had already made an error about sales taxes.
I spent a tedious amount of time trying to correct that error, waiting on hold with Target (or someone somewhere in Asia answering the phone for Target), who ultimately said there was nothing they could do, but would refer me to some other team there. The amount of money involved in the error was relatively small, but by that time I’d worked up quite a head of steam about it, and spent another lengthy time on hold with the new people, who immediately admitted they’d done me wrong.
But they couldn’t fix it, either. They referred it to some other group which supposedly would give me the refund in a week or so. Fine. But I’d already spent approximately four or so hours on things related to TurboTax, and I hadn’t even looked at the actual program yet. How far could I have gotten with my taxes in that amount of time, doing them by myself in the old-fashioned way?
I took the next step, which involved downloading the TurboTax program. It didn’t work. I tried everything I could think of; still didn’t work. I Googled it and read the instructions for if you encounter downloading problems; very complex and still didn’t work.
Now it had been about six hours of wasted time with TurboTax. I wanted a refund, and I had no intention of using the product. So I called Target again, and this time the person who answered the phone (after a long wait) was adamant: TurboTax was not refundable. Period.
I started ranting, or what I’d call ranting. This product was defective. I couldn’t load it. Don’t they stand by their product? The answer was “no.” After quite some time with this, I asked to speak to a higher-up. She refused to connect me. We got into quite a loop; me insisting, she resisting. Finally she said that if she even tried, “they” (the higher-ups) would not accept my call. I got to the point of just repeating “I don’t want to talk to you anymore; connect me to someone else” over and over.
So finally she did, and whoever answered the phone immediately agreed to give me a refund.
Then I took a several-hour break from the whole thing; had to decompress. When I returned to my computer, I found that in the interim my browser had crashed. When the smoke cleared, there on the screen was what had never been there before: “Welcome to TurboTax!” or some such message. The download had been successful; I have no idea how many hours it took, but it was definitely more than one or two.
My faith in the program was nil, but I was curious, so I went a little further. If the upshot was that it seemed to be working well, I’d eat crow, call Target again, and say I didn’t need the refund I’d fought for.
The next step was that I needed to update, said the instructions, even though the thing had just loaded. And then (you may have guessed it) the updates all failed, some of them with big warnings in red saying things like “Critical update failed!”
Not exactly trust-inducing.
Next were some questions. Very elementary questions like—where can last year’s tax return be found on your computer? Well, of course mine wasn’t even on my computer; I’d done it all by hand. But TurboTax, in its less-than-infinite wisdom, didn’t have “nowhere” as a choice. Their assumption was that of course you had your taxes somewhere on your computer; doesn’t everyone? It took some time for me to figure out how to work around that, and then get going with the next few questions.
The next questions were all geared to helping TurboTax figure out what forms I needed, but I already knew exactly what forms I needed, so it all was a waste of time. At this point what was my tally of time wasted with TurboTax—seven hours? eight? I didn’t know for sure, but I knew I’d had enough. And the stress had been greater than the stress of just doing my taxes by myself.
So I uninstalled the program from my computer and called it a day.
There, I feel better now.
My taxes are almost done, in less time than it took me to figure out that TurboTax wasn’t for me. I may even get the completed tax forms sent out before the last possible minute, although last-minute mailings are a personal tradition of mine. But TurboTax will not become one.