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:03/26/2024

  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.

  February 10 2024, I purchased Drake Software to do tax returns for clients. Expanding my small business to include this service for select clients.Due to a code, issued by the ***.gov website, that would not be accepted by Drake Software, I was not able to efile any return I was needing to do. After entering the code many times and contacting Drake support, I was told to contact the *** to get a new code. Hours of my life I will never get back, I did try to get a new code issued by *** multiple times. They did not reissue this code for the **** that I had to have in order to make the efile work. After days of this, and not getting help, clients were jumping up and down about their taxes being filed, so I abandoned Drake Software entirely to keep my clients from going to another firm for this service. I purchased software elsewhere to handle the clients case by case, and what I made did not cover my losses. Now that my work load eased up, I contacted Drake again to let them know it never worked, never connected, I did not use it for any return and as they could track the use of their software could see I did not e file anything. I requested a refund. Due to "company policy" and no flexiblity for a case where the links between them and *** did not work, I was denied the refund. Over and over, the escalation manager only could repeat, "it was outside of the 3-day reund period on the licensing agreement" even though I reminded him, to look at his notes where I called and tried to get this to work and to look and see that I could not and did not use the program I paid so much for. I asked for help, he would not. I asked for someone else, he said there was no one else, and he stuck to his policy. Small businesses beware of this company. If you spend the money with them, whether you get the service or not, you will have lost it. They do not care about the individual, the experience, or about being ethical with your dollars. Do better DrakeSoftware.

  Business Response

  Date: 04/10/2024

  Upon reviewing this account, and the request for refund submitted, there will be no change in the denial decision. This account isn't eligible for a refund due to both timing and usage of the software, as explained in our refund policy found in our ****.

  Customer Answer

  Date: 04/15/2024

   
  I am rejecting this response because: The software was not utilized to e-file, or mail in returns, or even complete a single return for any of my clients or myself.   No transaction was completed with the software for self or client in anyway due to lack of connection with *** tracking/personal codes.  I contacted Drake Software within the initial alloted time period about this issue and they said to go back to the *** to get a new code.  I attempted to do this several times.  I could not get the *** to send me a different code.  I was on the phone with *** and online with *** for hours and hours over the course of a week to try and get this software to work for me.  IT NEVER WORKED, and WAS NEVER USED.  I am begging for a refund at this point since it was a total failure, I was not able to use it to e-file anyone's taxes, I completed all those clients' needs with other software I had to purchase at the last moment in order to not lose the business.  This cost me time, money, and other clients I could not assist because the software I planned to use from Drake Software did not work with the *** codes that I was issued.  

  Please refund my money.  

  
  

  Business Response

  Date: 04/15/2024

  While the customer may have contacted within the refund period to ask questions about registering their EFIN and accessing that information through the *** e-services portal; they didn't request a refund during the appropriate time period.  

  The customer purchased the ********************** on 2/9/2024. We contacted them upon receiving incorrect documentation, emailing them steps on how to get the appropriate documentation from the e-services portal.  The refund request didn't come until 3/25/24 when she called our accounting department.  This is significantly beyond the 3 day review period allowed (stated in the ****).  Therefore, the decision remains that the refund request is denied.

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  this concerns an electronic filed State of ** Income tax return for 2022 made at the 1040.com website. It contained a CS ***************** Schedule for contributions to Edvest I made for my grandson and granddaughter. I filled out the form according to the instructions and help provided on the website for that form. I later found out that 1040.com created the wrong documents from the data I provided. There should have been two CS forms filled out, one for each grand child, instead only one was created. The end result is that I did not get the full income deduction I was due. So, while I followed the instructions their website gave me, 1040.com gives no guarantees about those directions and takes no responsibility for the error.I would like for them to provide me with a pdf of the required forms to amend or refund me what I paid.

  Business Response

  Date: 02/20/2024

  We sincerely apologize that the customer didn't find our service ***************************.  We will issue the customer a full refund due to his dissatisfaction.  Please consider 1040.com for your future tax filing needs.

  Customer Answer

  Date: 02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I use Drake Portals along with Drake Tax (Pay per return) to gather and import information for returns. I started the return with the husband's *** based on previous filings. My client filled out the Portals form with herself as the primary taxpayer and when I imported the profile from Portals, it overwrote the husband's *** with the wife's ***. When I go to file the return, I get a message stating that the primary *** on the return doesn't match the *** used to start the return. The system will not let you file the return if the two ***s do not match. I researched how to fix the problem and am being forced to purchase another return just to swap the primary and secondary taxpayer. I've reached out to Drake Support twice asking for clarification on how I can be charged for the same return twice, but keep getting responses with no explanation, just a link to their support page explaining how to swap the taxpayers. If I was actually starting a new return, I would understand paying again, however this is not a new return, it's simply swapping information that already exists in the return I've already paid for. This seems to be a serious flaw in their system, unless it's being done intentionally to push customers into higher-priced plans. I've been boasting to colleagues about how Drake has made it possible to start my own accounting firm by offering entry-level software options, however after this experience I'm second guessing my original reaction. $37 may not seem like much to a big company, but it's a lot when you're trying to start a business from nothing.

  Business Response

  Date: 02/16/2024

  We apologize that the customer has ran into this issue. We understand that the restrictions of the *** system can be tough sometimes in these fringe circumstances.

  I will be more than happy to add an individual *** return back to the customer's bank for this issue as a courtesy.

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I called Drake to ask how do I start a new return without the *** as I was waiting on the customer to submit their social security card. I was told by the agent to simply enter all zeros and then i could simply enter the information later when I got the ssn. When I went to update it once I got the *** It was greyed out and would not allow me to update. The agent told me to just cancel the entire return and start a new one. When I went to create the return, it wanted to charge me for the return. I still should have ********************************************************************************************************* misinformation. Why should customers be charged for returns if a customer changed their mind for example. This is only to push people to be forced into getting a higher priced plan. I tried to resolve the issue with Drake only to be transferred and put on hold, I was on hold with one agent almost 30 minutes and her manager never came back to the phone. I simply want the return I am due.

  Business Response

  Date: 02/07/2024

  I apologize for any miscommunication from our customer service team on this.  I have added this return back to the customer's PPR bank and it is available now for use.  I don't see any record of the customer asking for this return to be credited; however, I can't be sure of that.

  We appreciate the customer's business and loyalty. 

  Customer Answer

  Date: 02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/04/2023

  Type:Billing 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.

  Billing for something that I did not agree to.Just notified by my bank that a charge from Drake was placed on my account for the amount of $279.90 for Drake Portals.I NEVER asked for this.Attempting to call their office is futile, as you cannot actually get to talk with someone other than their answering service.I want an immediate refund.I do not understand how any business thinks it is alright to just charge people for things. Sleazy business practice.

  Business Response

  Date: 12/04/2023

  ********** from our office reached out and took care of assisting this customer cancel the service that he had signed up for, as well as issuing a pro-rated refund of $252.  I believe this was handled in a timely manner.

  Thank you.

• Initial Complaint

  Date:07/10/2023

  Type:Product 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.

  I paid Drake Tax Software $48.24 for a 2022 pay-per-return **** business tax return on 2/27/2023 as part of a purchase of 3 business return credits, $144.75 total. On my third of three credits (first two were client returns, I proceeded to enter in an EIN for a business that I own (at which point the software charges a credit) and accidentally entered the wrong one. I have two LLC's one that I started 1/1/2023 (tax preparation business) for which I did not need to prepare a 2022 tax return and mixed them up and entered that one. I then realized my mistake after being charged and called customer service. They were helpful to start and said they would call me back with my options leading me to believe I could receive a refund or at least apply the credit to the business I was trying to complete the return for. Come July, I had never received a call back and was unable to get ahold of them from March until that time, so I reached out. I had to complete my business return by the deadline so I assumed that it would be a refund since they could no longer give me the credit for 2022. They proceeded to tell me they could not refund the amount I paid even though the true service of submitting a tax return would never be fulfilled. What company is allowed to keep money they never performed services for?

  Business Response

  Date: 07/17/2023

  We apologize for any negative experience and have since reached out to the customer and processed this refund for them.

• Initial Complaint

  Date:06/13/2023

  Type:Order 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.

  I have been using Drake Software for over 10 years. This year, the State of VA made a tax change that required a new form to be used by all business with profits - form VA502PTET.Drake's customers are small CPA firms and tax preparers that focus on small business returns. Today is June 13, 2023. Drake STILL HAS NOT YET COMPLETED programming for form 502PTET. All of Drake's VA clients have had to extend thousands of returns becuase fo Drake's failure to provide funtioning software-that has already long been paid for...We are losing clients, wasting time and opportunities because Drake doesn't seem to care about their VA customers.

  Business Response

  Date: 06/13/2023

  While we don't have a guaranteed date of completion, the **** forms are close to being complete.

  I appreciate the customer's loyalty and longevity. 

  As this complaint refers to the desire for additional functionality, I would consider this closed.

• Initial Complaint

  Date:05/24/2023

  Type:Product 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.

  I am a CPA and have been using Drake for a decade now. Every year I find issues in the software that affects the tax. This year has been significant issues that has caused harm to my clients. I have had to call the *********** for almost every return where there is a refund for them to release. They received something different compared to what I prepared and submitted to Drake for processing. The *********** has stated it was Drake Software causing the issues. In addition, those who owed taxes. Their payments for debit were all rejected and ALL received penalties for not paying. ** stated it was the software Drake. I have spent numerous hours and now unpaid to resolve these issues. Drake tax is increasing prices where they do not have the expertise to warrant such pricing.

  Business Response

  Date: 06/01/2023

  This was a misunderstanding.  Our development team has reached out to this customer and resolved their questions.  I believe that this is resolved.

  Customer Answer

  Date: 06/01/2023

   
  I am rejecting this response because:
  No one has reached out to me. No one has communicated with me.

   

  In fact, I have reached out to them and they have not called me back.

  Business Response

  Date: 06/01/2023

  Our records indicate that the following information was provided to the customer on 3/29/23.

  We spoke with CT DOR about this particular case.  Here is the information that we received back:

  "If it the first time that a taxpayer is making a direct payment with a particular routing and bank account number, *********** has to initiate a prenote to the bank to make sure that the information entered is valid.  The prenote process takes up to 5 business days.  If the prenote comes back as valid,then the payment will execute that night, and the taxpayer will be given credit for the date they initiated the payment to DRS.  If the prenote comes back as being bad, then the direct payment does not go through. In this particular case, the taxpayers prenote was returned by the bank for Unable to Locate Account, so the direct payment did not go through.  DRS sent out a letter to this taxpayer on March 20, 2023 (the date the prenote came back) letting them know that the payment did not go through and that they would need to remake the payment."

  As you can see, this is not an issue with the Drake Software transmission process.  It appears to not be an issue on the ** side either; but we can't state that with certainty.  

  ** also let ** know that this customer reached out to them directly through the "myconneCT" portal system and that they responded to the customer with instructions on how/why to submit the penalty waiver for this customer.

  There is no further action to take on the Drake Software side at this time.  We won't be able to offer compensation on this, as this was not a Drake Software issue.

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service 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.

  Drake is a professional level tax software company. My company is a long time customer in need of information regarding the status a critical update needed to the ******* portion of the Drake 2022 tax year software. I have placed multiple calls requesting information regarding this situation. Drake in every call says that "we do not provide that information". When I request to speak with someone in a management position I am told that there is no one else that I can speak with. I cannot accept that there is not a single person at Drake Software who can speak with me other than the first line support person.I am a long time customer being *********************** in an impossible position basically being forced to reduce the very high level of service I always provide to my clients. I need to speak with someone with authority to give me information instead of the support person simply telling me that no one at one of the largest tax software companies telling me that no one knows anything about my question.I am not even looking for a refund or fee reduction nothing monetary only to speak with someone who cares enough to answer my question. For Drake purposes my EFIN is ******

  Business Response

  Date: 05/16/2023

  We sincerely apologize that the customer feels as though their voice isn't being heard.  We are having someone in management give them a call to discuss this issue with them.  While the IN forms they are looking for are part of a large IN project to implement these new PTET forms, and are not available in the software yet, we want to make sure that we have an open line of communication with the customer.

  Customer Answer

  Date: 05/16/2023

   
  I am rejecting this response because:

  no resolution has been provided the issue still exist 

   

   

  
  

• Initial Complaint

  Date:02/14/2023

  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.

  I have used Drake software for over 15 years. Now I'm finding drake software doesn't even recognize me as a customer. I can't log in and spend the 2,***. to renew for 2022. I called support and they are no help told me to wait 48 hours. I need the software today. WHAT KIND OF COMPANY PUTS ANY CUSTOMER THROUGH THIS LET ALONE AN OLD CUSTOMER? One who sold out to a foreign company that now wants to do US tax returns?Had an issue in January 2023 that required a call to customer support. I was treated rudely and unprofessionally. And my issue with drake accounting was not addressed or resolved.In other words buyer beware. What used to be a good US company is now a foreign company. You have to research that to find that out they won't tell you. Can,t not believe Drake sold its customers out to a foreign competitor.

  Business Response

  Date: 02/14/2023

  This customer contacted us yesterday, 2/13, because they could not access their user account. As this requires identity verification for security purposes, their ticket was escalated to our security team. A member of our security team reached out yesterday, 2/13, to the phone number provided and left a voicemail, as the customer could not be reached. We continue to try and reach the customer today. If the customer would like to provide an alternative contact method, we would encourage him to reach back out to us and leave that information.

  I believe that our response to his initial inquiry was timely. If the customer will elaborate on his problem with the Drake Accounting software when he receives this follow-up phone call, we will be more than happy to escalate that to the team that can take care of that in a timely fashion as well.

  Customer Answer

  Date: 02/14/2023

   
  I am rejecting this response because:  I have been in contact with your support team no less than 5 times yesterday 2 13 23 and one time today 2 14 23. I have not been able to renew my software with you or access your website because of your new antiquated change in security.  You made the error not me.  You say it's because my e mail on file with you is wrong.  I beg to differ.  you email me daily on the e mail you say does not match my email on file with you.  i have had to cancel my appointments for this week and have lost one client.  Can you spell litigation? 
  
  

  Business Response

  Date: 02/15/2023

  Our security team has made multiple attempts to get in touch with you.  You continue to offer no additional contact information.  

  We took steps this year to improve security for the sake of our customers (tax preparers) and their taxpayer data.  I do not agree with the assessment that it is antequated.

  We look forward to hearing from you by phone, or receiving alternate contact information from you in order to proceed.

  We do not take security lightly and will not change security procedures due to this matter.