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Business Profile

Computer Hardware

Thomson Reuters

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Thomson Reuters's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 76 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/22/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This company has tried to 'set up calls' to discuss my account and upon learning that I do NOT wish to renew, THEN they informed me that they will continue to bill me for 60 more days. They are predatory and absolutely without ethics. The sales team kept trying to schedule meetings with me (which are difficult to do given my work schedule) and when I told them I do not wish to renew, they informed me that I am going to be billed for 60 more days. Additionally, this company charges $1200/month for what amounts to 1 active lead in the last 6 months. They take no responsibility for their lack of performance and refuse to end the contract when asked. This company's business practices are absolutely unethical and predatory.

      Business Response

      Date: 12/17/2024

      This issue has been resolved.

    • Initial Complaint

      Date:09/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I attempted many times this year to opt out of my personal information on this site. They have rejected my personal information rights and i want it to be corrected and deleted immediately as it invade my right of privacy and sensitive information

    • Initial Complaint

      Date:06/28/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      I have an account with ****** ********************** where they charge per attorney working at my firm. I previously had 3 attorneys total. Since August 2023 I have only had 2. have REPEATEDLY informed this company that I have only 2 attorneys but have consistently been charged for 3 ever since. There is no email address for a point of contact. Every time I have called I receive a call back voicemail days later informing me to call back and provide the emails where I informed them I only have 2 attorneys. No one answers when I call back and they have continued to charge me for 3 attorneys every single month. I have been overcharged approximately $400/ month for the last 10 months. I need to be refunded and for the overcharges to stop.

      Business Response

      Date: 07/10/2024

      We are still working with the customer on a resolution to this issue.  

    • Initial Complaint

      Date:06/24/2024

      Type:Product Issues
      Status:
      Answered
      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.
      To Whom it may concern: I had been a client of WestLaw/Thomson Reuters for years. Near the end of my contract year this last year, a representative of WestLaw/Thomson Reuters reached out to me to renegotiate my account, offering new services/new prices, etc. I indicated to the representative that I was downsizing my practice and did not want to create more costs, but rather less, so I told the representative I wished to close my account. He then stated that I had to write a letter specifically indicating that I wished to close my account. I wrote the letter as requested.I later received a bill from Thomson Reuters indicating that my account was NOT closed. I called the representative and asked why. He said he would look into it for me. I then received an email from a different representative telling me that I had not closed my account soon enough before the end of the year, and that it was their practice to assert the ENTIRE value of the next year's worth of contract. They are billing me monthly. I have reached out numerous times by phone and email, with no response from anyone, other than to continue to send me bills.I am now not using the product, I am being billed for the product I am not using, and I have no ability to communicate with anyone who has any say about the unreasonable way I am being treated, purely out of greed on the part of Thomson Reuters. Apparently, this is not unusual, and many other customers have suffered this kind of treatment and aggressive and unreasonable stance by the company.C ******* Account **********

      Business Response

      Date: 07/01/2024

      This matter has been resolved.

    • Initial Complaint

      Date:06/12/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      I subscribe to a legal research service called Westlaw, operated by Thomson Reuters. I signed a new contract with Thomson in the fall for $473 a month. In early 2024, I signed up for Thomson's generative AI site called Co-counsel, which was $200 a month which was supposed to be added to my bill. The charges go on my American Express. I discovered recently that Thomson was overcharging me by $473 and had been for several months. I complained. I received an email apologizing and promising resolution, but my last credit card statement showed I was overcharged twice more during the last billing period. I opened a support ticket with Thomson on Monday. I received an abjectly meaningless response tonight. I disputed both charges on the current statement, but there is another that includes a prorated amount from March. I want an immediate refund of the amount I was overcharged and re-assurance from someone with a clue that it won't happen again.

      Business Response

      Date: 06/24/2024

      This issue has been resovled

      Customer Answer

      Date: 06/25/2024

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Thomson Reuters reached out to me privately and resolved the dispute to my satisfaction.

      Thanks,

      ***************************

    • Initial Complaint

      Date:04/24/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Remove this listing immediately. Contains personal information ************************************************************************************************************************************************************************************************************************************************************************************************(sc.Default)

      Business Response

      Date: 05/06/2024

      We have attempted to contact ********************************* by phone and email to discuss his complaint and provide information on how to request removal of information in our databases but haven't gotten a response from him yet.

    • Initial Complaint

      Date:04/15/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      We retained Thomson Reuters to do our website. At all times during the process we made it clear and Thomson Reuters confirmed that the website would be easily transferrable. Upon terminating the contract, Thomson Reueters has now confirmed that there is a significant amount of proprietary code which prevents the website from being easily transferrred wihtout many hours of work. Everyone involved with Thomson Reuters when we set this website up made it clear and agreed and affirmatively represented to us that the process would be an easy transition. Such was apparently a false statement. Unfortunately all 4 people on that initial team have since left Thomson Reuters, and Thomson Reuters refuses to keep its promises. Such is an extremely unfortunate end to a process we had hoped would be much better.

      Business Response

      Date: 05/02/2024

      We contacted ****************** and have resolved the issue.  

      Customer Answer

      Date: 05/02/2024

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    • Initial Complaint

      Date:04/08/2024

      Type:Product Issues
      Status:
      Answered
      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.
      On April 6, 2024 I purchased for Thomson Reuters (TR) a copy of Criminal Law for ***** as part of their Practice Series. The price with all taxes, shipping etc. was $331. I have purchased from TR in the past and have had no problems with it.When I checked my bank account April 7, 2024 I saw that TR had charged my card SIX times, all for the same amount. Said charges were shown as processing so they hadn't posted.Concerned I called them April 8, 2024 (a Monday) and spoke to *****, who assured me that those were authorizations and that they would drop off. Believing that to be the end of it, I called my bank thereafter and notified them of the situation. Later on the same day, I checked my balance again to discover that TR had charged my card AGAIN, FIVE TIMES! bringing the total to ELEVEN. That is a total of $3641 for which I authorized only $331. I understand sometimes companies bill for an authorized amount and that mistakes happen. But what TR either doesn't understand or doesn't care about (I believe the latter), is that when they process your card, the amount is missing from your balance. In other words, TR has taken $3310 from my account without authorization, five times since I called and thought it had been resolved.I demand restitution of the amount taken illegally and in violation of any agreement between TR and I and compensation for my time and the stress caused by this awful and deplorable experience. If said refund does not occur within 24 hours I will be pursuing civil and criminal means to obtain relief under the law.

      Business Response

      Date: 04/11/2024

      This issue has been resolved.

    • Initial Complaint

      Date:04/06/2024

      Type:Product Issues
      Status:
      Answered
      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.
      They have embezzled thousands of dollars from my business checking account. First, by "auto-renewing" a prior contract WITH material changes in price increase with only three-days notice of a looming auto-renewal. (10-28-2022) When I promptly told them not to auto-renew they told I needed to notify them "30-days" prior so they were renewing the contract anyway. I then told them in writing via email to my rep not to auto renew this new contract they slipped in on me (giving them a full years notice not to auto renew) and I wasn't agreeing to any material changes in price (****** a month.) They applied the increases anyway. When this new contract they ambushed me with expired on 11-1-2022 they auto-renewed me again with NO NOTICE WHATSOEVER and in spite of my prior written notice to cancel it upon expiration. It wasn't till the end of march, 2024 I discovered they were still pilfering large sums of money from my bank account. I have called this to their attention and demanded a refund of the ill-gotten gains they have taken from my bank account now totaling $3,745. (And this doesn't include the money they took with their first auto-renewal they did without meaningful notice.) Their response is to tell me I am still under this bogus contract I told them to cancel a year in advance until October. Not only are they not going to return the money they have wrongfully taken, they plan to continue doing so. They know what they are doing is wrong and they're doing it anyway! Once these people get ahold of your credit card number (just like the sleazy **** and fake ****** sites you read about) they will make it impossible for you to cancel and rob you blind!

      Business Response

      Date: 04/16/2024

      We believe we have a resolution to this issue but still need to speak to the customer to confirm

    • Initial Complaint

      Date:02/27/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      They wanna force me to pay $200+ a month for 3 years, i dont have the money for it.

      Business Response

      Date: 03/15/2024

      This issue should be resolved but waiting for a response confirming from the customer.

      Customer Answer

      Date: 03/15/2024

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Thomson Reuters is NOT a BBB Accredited Business.

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