ComplaintsforThomson Reuters

• Initial Complaint

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a subscription product that consisted of a loose-leaf with an update service. Before it shipped I called to cancel. After talking to two people and being on hold for more than an hour in toto, the second person with whom I spoke, who was in government customer service, said the looseleaf had not shipped, it was probably too late to prevent the shipment, but I could simply return the product and the order would be canceled. She promised a return label that did not arrive. So I called again. On hold for 40 minutes. I talked to someone else in the government section was again assured I could cancel, and this time I did receive the return label. I used the label to return the product unopened. Some time later I received a notice that the product had been received, but there was 0 credit for it because it was a subscription. Called again. On hold for 20 minutes. Talked to ****** in government customer service who acknowledged that the product had been returned, but this time said she would have to seek approval to terminate the subscription - even though I had nothing to update, having returned the product as agreed with the prior two government customer service representatives. Three weeks later I received a **** for the subscription (first monthly ****). The thought of more hours on hold to deal with the worst customer service I have ever encountered - and that is saying a lot, and is unfortunately true - is not something I want to contemplate. Especially since two people at the company already told me unequivocally that I could return the product unopened to rescind the entire transaction- which is what I did.

  Business response

  08/08/2022

  Worked with the customer to resolve this issue

  Customer response

  08/09/2022

   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

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired ******** Reuters d/b/a FindLaw to do advertising for my business to bring in new business. FindLaw did ****** Ads, which got me calls, but no clients. Every time I attempted to cancel, they made more promises about bringing in new leads and how it takes time. I finally cancelled in May 2019 with the ****** Ads, though they would not let me cancel FindLaw until November. The service never generated enough business to cover the cost - it really didn't generate any new business, just tire kickers and spam calls. Now they are taking me to collections for over $15k. As they never lived up to their side of the bargain, I don't see why I should have to pay their outrageous fees.They are also trying to collect for WestLaw services. I attempted to cancel theses services, but they would not let me. Then they cancelled my access but still billed me!Product_Or_Service: FindLaw/******** Reuters/WestL Account_Number: ***************

  Business response

  07/21/2022

  Not sure why this complaint came through now - we worked with this customer back in ******************************************** an attempt to resolve 

  Customer response

  07/21/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  My business has gone out of business, so this complaint is no longer relevant.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've been with this company for 3 years and our contract is suppose to end July 2022. We signed up for Formbuilder and I've been trying to cancel their service now since April of 2022. Their renewal person will reach out and send you a email with easy access and 1 touch button renewal, but they will make it next to impossible to cancel. I've sent them in total 3-4 emails since april 2022 cancelling, but their response is that it has to be at least 30 days before the end date before cancelling. That is not a responsive answer since ***** days prior is actual compliance, they also said we are trying to cancel to early. So they have essentially refused to timely cancel it and trying to force a mandatory renewal since they are trying to hide the cancellation button and also make it super hard to do it. I called the easy to used renewal number and emailed them today and told the renewal people to cancel in writing and on the phone, but they said they will send a "cancellation team" to reach out to me. This goes against their requirements that we send it in writing. Also, if you look at their website or have an account with them, the account number is hard to find and the cancellation button is nowhere to be found. In fact the renewal emails and 1 touch renewals are so easy that I could renew with my eyes closed, but this is beyond deceptive and being that they are in the lawyer business they should know better than to goof around with our profession. Formbuilder is absolute trash and thats why I'm taking my business elsewhere, the forms are not updated like it should be and there simply isn't enough there to justify $150 per month since we can't use it.

  Business response

  07/15/2022

  Worked with the customer to resolve this issue

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a book from ******** Reuters that was delivered by *** to a business that has closed.I am unable to reach anyone at ******** Reuters by phone who can assist in taking back the book that was delivered to a closed business. I called their number but could not get help. I explained the situation. I was then put on hold and put back into the same automated system that offered no option for a human or for my particular situation. The book is not mine. I am in the next office where it got left because the business it was sent to is closed. I want ******** Reuters to tell me what to do with their book rather than billing someone for it who has retired and has NOT RECEIVED THE ***** I need the book returned to sender at no charge to me because it is not even my book and I was not even associated with the business that closed. JUST TRYING TO HELP.

  Business response

  07/13/2022

  Thank you for letting us know you received a book for a closed office. We did receive the book back and are glad that *** was finally able to help you return to sender. We appreciate the follow up and your diligence to make sure we received the product back and letting us know that the office is closed. I have updated the customer's account to make sure it reflects that the office is closed and will no longer receive any print publications from us. I have also submitted your feedback on your call experience to the proper department to make sure we can investigate what happened with the call. thank you!

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A representative from Thomson Reuters, ***************************, has repeatedly sent me emails attempting to con me into a meeting with him, suggesting that we'd already agreed and just need to set a time. I have never spoken or conversed with this individual and have had no contact or interest in anything Thomson Reuters has to offer. I have repeatedly asked this individual to stop emailing me and remove me from any lists they may have, but the emails have continued. All I want is an acknowledgement from them that they have taken action to remove me from their contact list as I have no desire to be involved with that company, nor have I ever.

  Business response

  05/31/2022

  We have resolved this issue 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  We are a long term customer of this ********************** for ******************** research services. Several months ago we discussed also using their marketing services, but we did not commit to do so and did not sign any contracts or make any agreements. Despite this, we started getting bills for close to $3,000 a month, and now we are getting overdue notices. The sales woman we were working with has admitted we did not commit to buy anything and that she rushed to place the orders, supposedly to lock in the rates she was offering us. The company constantly runs these "sales" in order to pressure people to buy. She has said she is working on reversing the charges for six weeks, but has accomplished nothing. She also refuses to provide us with the name of her supervisor so that we can escalate the issue.The improper invoices issued so far are numbers ********** and **********.

  Business response

  04/27/2022

  We are working with the customer to resolve this matter.

  Customer response

  04/27/2022

   I am rejecting this response because: They have promised to remove the improper charges and cancel the subscription we did not agree to, but they have not actually done what they promised to do.
  

  Today we received about $400 in credit to our account without explanation, but the improper charges are close to $6,000.
  
  
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have emailed all of my representatives multiple times for weeks and I cannot get a response to my questions.

  Business response

  03/10/2022

  We are working with our customer to resolve this issue

  Customer response

  03/16/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their response is in progress.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a subscription with Westlaw-************* with West publishing $444/ month for my legal. practice last August 2021.Around September 2021 I was admitted to law school. Part of law school research is a free subscription to Westlaw, ****** and Bloomberg. I told them that I have a free Westlaw subscription with my *********** and if they can cancel my contract with them. They told me they will get back at me. To this date, they keep. on billing me and charging me.

  Business response

  03/18/2022

  We have worked with the customer to resolve this issue.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a three-year subscription to Westlaw believing that I would be using it for my solo practice. However, following a mental health crisis brought about by the tragic death of my infant daughter, and a warning from my doctor that I was at risk of miscarrying my son if I kept working the way I was, I decided that I had no choice but to scale down my practice. I spoke at length on the phone to a Thomson Reuters employee who listened to me break down crying as I begged not to have a $10,000 obligation that was now completely useless to me. She told me that she understood, and not to worry because it would be taken care of. I then got a letter in the mail from TR. No "sorry for your loss" or any acknowledgment of what I was going through. Just a cold and uncaring suggestion to request cancellation after my 3 years was up in 2025 (my payments have not even started yet.) I don't know what to do. At this point, I might just tell my bank not to let them take the payments out, credit be damned. I cannot lose another child. The people working at TR have no humanity and they should be ashamed of themselves.

  Business response

  02/17/2022

  We are working with the customer to resolve this issue.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received two volumes I didn’t order at all (Federal Jury Practice and Instructions Civil Companion Handbook vol. 1, 2), and an incomplete looseleaf set of the California Practice Guide Civil Procedure Before Trial (chapters 8-14 – missing 1-7). I didn’t want or order the Federal Jury Practice and Instructions etc. I got it anyway. I wanted updates only for the California Practice Guide Civil Procedure Before Trial. I didn’t get any updates, but I did get a (redundant) set of two volumes of the looseleaf set which I already have, sans updates, and no chapters 1-7 whatsoever (they are shown as back-ordered on the attached packing slip, with no ETA). It is clear something has gone very wrong somewhere in my communications with Thomson Reuter and its performance. I have tried to work this out informally with the sales representative, Josh Johnson, who, once the sale was completed in his mind, has completely ghosted me and gone dark, refusing to respond to my complaints or communications. I offered to accept the Federal Jury Practice and Instructions books if Johnson wo confirm Thomson Reuters is giving them to me free of charge in recognition of the hassle and wasted time which I have undergone due to poor communication and performance on the part of the company. Otherwise I will ship them back to your company at its expense If the Thomson Reuters company has already charged me for these materials I expect a reply email confirming the charges have been reversed and my account credited. If they have not already charged me then I expect a bill showing I am charged zero for these materials. I have heard exactly zero in response to these proposals. This experience has left me feeling like a “little customer” who is just a number to the large company who can’t care to fix problems it creates out of greed, sloppiness, indifference, and unaccountability.

  Business response

  02/09/2022

  We are working with the customer to resolve this issue.  

  Customer response

  02/14/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16730920, and find that this resolution is satisfactory to me.

   

  The business (Thomson Reuters) contacted me independently and proposed a resolution which is satisfactory to me.  On that basis I wish to close the complaint and for the Bureau to not take further action.  Thank you.

*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. ↩