Customer ReviewsforTimeTrex Software Inc.

To anyone considering using TimeTrex for their payroll needs, I would say that the software is perfect but the leadership is weak, communication is vague and weaselly, ethics are questionable, and the account and payroll data is subject to deletion at the whim of the company leaership: Founder and Director of Technology, **********************I was an active TimeTrex Community Edition user for basic payroll reports for a small business (<5 people). I was an extremely simple and low-maintenance use case. I self-filed taxes and took care of direct deposit outside of the TimeTrex system. I only contacted support after I kept getting puzzling notifications that my account had been inactive.My company was forced out of TimeTrex Community Edition for unclear reasons. Founder and Director of Technology ********************* refused to explain what the standard was for determining account inactivity but told me my account was not meeting this standard and would be deleted and the data purged. He said resources were limited and they needed to prioritize companies using the software "closer to the way it's intended" in order to make the "most significant impact".Without a clear standard for how "close" you have to be using the software to the "way it's intended", even a company that uses TimeTrex close enough to the "way its intended" ****** might decide one day it is no longer using TimeTrex close enough to the way its intended and is no longer worthy of these precious, limited resources. It will be forced out so ****** can feel good about the "impact" he is making.Of course ****** can do what he wants and can run TimeTrex as sketchily as he wants. But why would any serious company want to accept this possibility, this ambiguity? Why have a free community edition at all if you are going to arbitrarily force customers out, mid-year, of a payroll tool they have come to depend on? Is this a tactic to get me to pay for the professional edition? I have so many questions.

Thank you for taking the time to share your experience with TimeTrex. We
truly value feedback from our users and regret any inconvenience you
may have faced.

It seems you've derived significant value from our TimeTrex Community
Edition, especially since you've been with us since 2021. We understand
how essential our tool is for small businesses like yours.

To address your concerns, while you were using our free Community Edition,
it's important to note that this version has specific terms of use. The
cancellation of your account was due to non-compliance with these terms,
specifically related to account inactivity. Our records indicate we
took steps to ensure you were well-informed by sending you 10 notices
concerning inactivity. Our policy typically results in account
cancellation after receiving 4 such notices. We went above and beyond by
providing you with 6 additional notices over three months, followed by a
30-day final notice.

Additionally we clarified our inactivity guidelines on July 11th and
again on July 12th. Moreover, in 2021, a similar situation led to your first
account cancellation, so we believe you were familiar with our process.


Our intention is not to "arbitrarily" force users out. Instead, it's to
ensure optimal performance and availability for active users, given the
constraints of a free service. We understand your concerns about clarity
and will take this as feedback to improve our communication in the
future.

Lastly, our free Community Edition is offered in good faith to benefit
businesses that can utilize it within the set terms. We aim to provide a
balance between offering a free service and ensuring that it remains
sustainable and impactful for our user base.

Once again, thank you for your feedback. We genuinely hope you find a solution that best fits your needs.

I unequivocally reject this response. It provides no new information about my case, except that yes it happened before in 2021. I assumed then that they were being honest and that I was at fault and took steps to change my usage patterns in order to not run afoul of these nebulous "inactivity guidelines". The core matter was establishing the standard, the criteria for what qualifies as account activity. This was not clearly defined in the Terms of Use at the time. This is what I emailed customer support about in July 2023, when I received my final inactivity notification. As for the "clarification" I got - I stand by my original statement that no clear standard was communicated. Without getting into semantics and splitting hairs, anyone with 7th-grade reading skills or better could see that there were only two possibilities: 1) customer support agent did not know and could not provide a clear answer, or 2) the response was intentionally vague. The person I was corresponding with was the founder and director of technology himself, so the latter possibility is much more likely.Im over it. It was major headache, but I moved on. My purpose in writing the review and this subsequent response is to tell people who, like me, are willing to work through a slight technical learning curve (like TimeTrex has) in order to not pay for some full-service payroll suite to take care of their basic payroll functions, to USE TIMETREX COMMUNITY EDITION AT YOUR OWN RISK. In the absence of proper clarification on the actual standard used to determine account inactivity, and due to their unwillingness and intransigence to work with me to correct my "non-compliance", I stand by my original assessment that I was, in fact, arbitrarily forced out.The response from TimeTrex here is also illustrative of the treatment you can expect to receive if you have some kind of dispute* ** **** **** **** **** ****** ** ************ ******* *** ********* **** ************.It's their show, and they can run it how they want. Hopefully they can, as they say, use this as feedback for improving their communications in the future.