Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My business uses Drake Software for tax return preparation. Last March, my main computer crashed and I had to reinstall Drake Software on my machines. After the reformatting and reinstallation, Drake Software was not functioning properly. I received zero support from Drake Software during this time. A representative named ***** was entirely rude, condescending, and refused to assist me stating that "they don't help with these types of issues" among other things and demanded that I call an IT professional that has zero knowledge about Drake Software. My business was closed for weeks and I lost business as a result of this problem. I am a small woman owned business. I only had two employees; they both quit after these problems. I was forced to close my office due to lack of staffing. All of this can be sourced directly back to the software problems that drove my business into the dirt. It cost me way more than the cost of Drake Software to fix these issues that Drake refused to help me with. It is more than fair that I either receive a refund of the cost of the software or be given a free renewal for this coming year. To be clear, I would NOT be using Drake Software again if not for the fact that I have years and years of prior year data that would not import into new software. Drake Software knows they have me by the ***** and I am forced to continue using them and their crappy service.

  Business Response

  Date: 01/11/2023

  Upon reviewing this account, the original call that prompted this was made to us on 3/9/22.  The caller stated that they were getting permissions errors when opening our software package.  It was installed on a network and they were getting errors when opening it from the network drive.  This of course is related to the setup of the network, not the software.  We explained in full detail what that error meant (the appropriate network permissions were not in place to be able to read/write to the network drive). However, we try when we can to go above and beyond with our service and offered to remote into the customer's computer(s) and assist. She declined our offer.  She called back in May for additional "network assistance".  We attempted to reach the customer 3 times about this specific ticket without a callback.  The customer was also reached out to in late May as well as July and our records indicate that voicemails were left and unanswered.  

  From the conversation that she had with our agent today, it appears that she got a third-party IT firm to assist her with her networking issues (as would be expected); however, she expects that Drake Software compensate her in some way for this, as if it were the responsibility of the software company to ensure that her internal office hardware and processes were setup in a manner that would allow her to install the software in the specific way that she wanted. In the same way that we would expect a functioning PC to be in place in order to assist with the software install, a functioning network must be in place in order for us to assist with a network install.

  We will deny the compensation request on the grounds that we continued to provide top-level customer service and her internal office troubles were not related, in any capacity, to our software product.

  Customer Answer

  Date: 01/11/2023

   
  I am rejecting this response because: my computer was set up properly and placing the blame on "internal" issues is absolutely ridiculous. I needed help from Drake for their software not functioning after a CORRECT installation of their software on a functional computer; after a crash, and after a totally different machine was put into operation. Drake failed to support their own software and their continued attempts to pass the buck onto another party just further proves my claim. 
  
  

  Business Response

  Date: 01/13/2023

  When speaking with our agent, it was stated that an external IT firm was hired and were able to "fix the issue". The customer was upset about having to hire a third-party whom she was clear didn't have any Drake Software experience. If this was an error internal to our software, it would be very difficult for a third-party to resolve this issue. Given the information that I received, the data that was logged for the customer's inbound calls, and my 20+ years of experience with this, it is quite obvious that the customer had a network permission issue that needed to be resolved on the customer's end before our ********************** would function as expected.

  I stand behind our statement that we will not offer a prior year refund based on this information. It is clear where the responsibility lies on this and it is outlined in our end user license agreement.