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Complaint Details
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Initial Complaint
06/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Transaction IRS tax returns client and add on fee Add on fee : ****** drake takes 5% of my fee I did the 3 or more each month.April add on fee: $0.00 May add on fee: $0.00 My client tax return refund was adjusted drake software put it on my add fee and stole all my clients refund and my fee.Business response
06/05/2024
After reviewing this account, a significant amount of Add-On Fee disbursements were paid to the account on file. The customer should review the account on file, work with their bank on missing funds, and contact our accounting department with further questions.Initial Complaint
04/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Drake software needs to be investigated! I used them last year and then again this year. I also use the banking product which is amazing refund advantage however, the ad on fees are processed through Drake. It is now April 20 tax season has been over since April 15 and I have yet to receive a fee that was deducted out of my clients refunds for the service I provided when I called they said they was processing it they keep saying the same thing I have not received my fees as of yet being a tax preparer and also a law professional I am definitely seeking to file suit against them. I encourage anyone that is considering using them. If you do, do not do the add-on fees cause youll never get them I encourage you to go somewhere else more importantly, but if you still intend to use Drake put all your fees through the bank products because Drake is a scam and they will hold your money in their account. Im not sure if its for interest or whatever it is but it will be months and months before you see a fee from them!Business response
05/07/2024
Add-On Fees withheld are paid on a monthly basis as accrued. Reports are available on our support website showing those distributions and breakdowns. If the customer feels that a payment is missing, they should contact our accounting department.
Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased Pay-Per-Return tax software from Drake Tax Software on September 10, 2023. and never received a disk copy or digital download of the software. Drake Tax phone Reps informed me the software isn't available until Dec 31. 2023. I still couldn't gain access to my account after many attempts to download any tax software until March of 2024 when Drake ************* assisted with gaining access to my account then gave a serial number to activate the tax ********************** two days before any corporate tax filings were due.Unfortunately 1120 and 1040 taxes were not file, asked Drake for A full refund of ******USD. it was approved on March 22, 2024, then denied. *******************************, claimed the request was beyond the 2-3 day policy and reiterated this in a phone call saying there is no leniency in April 2024 after writing an appeal for reconsideration.I don't think it is good business to keep nearly 400USD when the Company failed to provide access within the 2-3 day policy of requesting a refund. This is why I am reaching out to ************** BBB from ******** to communicate with Drake Software to see if I can retrieve the funds i am out as well as unable to timely file taxes.Business response
05/06/2024
The customer initially pre-ordered the ********************** in September 2023. When we released our software package in December 2023, we would have emailed the customer instructions on downloading. Additionally, the customer had ample opportunity to contact us for download assistance prior to March 2024. Due to the timing of the refund request, and the terms of our ****, we will continue to deny the request for refund.
Customer response
05/06/2024
I am rejecting this response because:I have worked with tax software in the past. I am very capable expert of downloading and installing software as well as Drake Tax Demos. Initially I attempted to download before and after December 2023, however, for some estrange reasons, my accounts were not accessible until a Drake Representative [***] assisted in March 2024. Why would the accounts be unavailable? I have not been able to file any 2023 taxes. Therefore, business is liable for my business' non-filing status as well as reversing the payment for a digital download in that it is not a tangible goods. Moreover, the irony is that I received hard copies in the mail for Drake Tax Demos for years 2019, 2020, 2021 and even 2022 and these CDs were free. Therefore, the business' stubborn stance reverse payments is illegal. Please reverse the payment of 386.
I am rejecting this response because:
I have worked with tax software in the past. I am very capable expert of downloading and installing software as well as Drake Tax Demos. Initially I attempted to download before and after December 2023, however, for some estrange reasons, my accounts were not accessible until a Drake Representative [***] assisted in March 2024. Why would the accounts be unavailable? I have not been able to file any 2023 taxes. Therefore, business is liable for my business' non-filing status as well as reversing the payment for a digital download in that it is not a tangible goods. Moreover, the irony is that I received hard copies in the mail for Drake Tax Demos for years 2019, 2020, 2021 and even 2022 and these CDs were free. Therefore, the business' stubborn stance reverse payments is illegal. Please reverse the payment of ********* so I may contact the *** directly for our business tax issues.Business response
05/21/2024
We stand behind our previous statement on this issue.
Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
During my search of paid tax preparer software, I was contacted by *************************** in Feb 13 2024, a sales representative from Drake Software. I inquired whether I could purchase the software despite my pending application for an **** (Electronic Filing Identification Number) from the **** ******* assured me that I could temporarily utilize their MASTER ****.However, upon attempting to use the software, I encountered a requirement to either register with my own **** or provide proof of an active ****. Despite my efforts to expedite the **** acquisition process with the **** which typically takes 45 days, there was no possibility of speeding up the procedure.Unfortunately, I found myself unable to use the software at this stage. Despite *******'s efforts to request an exception from the management, their denial was based on the expiration of the 3-day return period.Subsequently, upon reaching out to the management directly, I was informed that I could still utilize the software for manual paper filings. However, given that I have over 10 clients, IRS compliance mandates electronic filing for their tax returns. Despite explaining this requirement to the management, they persistently refused to provide a refund or offer a viable solution.I believe their misleading behavior towards consumers is highly unethical. If you cannot use this product without an ****, consumers should not be induced to purchase it. I insist on a refund.Business response
04/15/2024
I apologize for the misunderstanding; however, our sales team understands the necessity for the customer to have their own EFIN. It is also an IRS requirement, not something that our company has anything to do with. While there may have been a misunderstanding, we still stand on the refund denial based on the signed **** by the customer.Customer response
04/15/2024
I am rejecting this response because:If you're aware that an EFIN is an IRS requirement and that without this number, one cannot use your product, then you should have been transparent about it before my purchase. Despite informing your sales team that my EFIN was still pending, they still encouraged me to buy, which is deceptive business practice. I firmly reject your refusal to issue a refund. Heaven knows how many customers have been deceived.
Cease this unethical behavior immediately. I will broadcast this online to prevent more customers from falling victim. Furthermore, if you continue on this path, your company has no future and will inevitably fail. By the way, when I log into the software, the entire web page is chaotic and disorganized, making it the worst software interface I've ever seen.Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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
02/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
02/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
12/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
07/17/2023
We apologize for any negative experience and have since reached out to the customer and processed this refund for them.
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Customer Complaints Summary
22 total complaints in the last 3 years.
9 complaints closed in the last 12 months.