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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

    • 82 total complaints in the last 3 years.
    • 26 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:04/08/2023

      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.
      Harrasment

      Business Response

      Date: 04/13/2023

      Tried calling the number in the complaint and emailing the email address to get more information about what types of contact are at issue.  Voicemail was full on the phone number and I have not received a response to my email.

    • Initial Complaint

      Date:03/29/2023

      Type:Product 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.
      Signed up for listings with a several of their sites. We got zero good leads from any of their sites. They are extremely responsive when they want to sign you up and lock you into a contract but when you have an issue and their strategy is not working they disappear and send me to a call center in *************** who I can barely understand. I need to speak to someone who can actually help and issue a refund as this is not working at all.

      Business Response

      Date: 04/10/2023

      Weve attempted to talk through the performance of your products and review the 104 leads youve received, but you have been unwilling to do so.  Your products were working and performed well, we cannot offer you a full refund considering everything was working as intended. However, we would love to have a conversation about this, review the performance of your products, and help in anyway we can.

    • Initial Complaint

      Date:03/15/2023

      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.
      We have been long time customers of Thomson Reuters with little complaint.In this case we were having an issue with the Reset Password function in the Fixed Asset CS system. I contacted support. After spending a lot of time with support, I was told that this feature does not work. We cannot use the feature that is part of the software. I was given a different website to go to and I was told we had to use this website. Not ideal, but ok. Then I received a bill because we called support. I contacted our Client Executive to ask why if the Reset Password feature in the software does not work, and the reason I called support is because it does not work, why are we being billed for support. I would not have called support if the Reset Password feature worked. The Client Executive said that the feature will not work for our firm because we do not use the ************** (first I am hearing about **************). I said you just told me the feature does not work for my firm, this is the reason I called support and you want to charge me because the Reset Password does not work. He said it works for other firms, not for you, pay the invoice.

      Business Response

      Date: 04/04/2023

      We left a voicemail and sent an email today to confirm with the customer that this issue has been resolved.

    • Initial Complaint

      Date:03/14/2023

      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 AM SUBSCRIBED TO SaaS or software as a service. The service has been down 3 days, March 7, 2023, March 13, 2023 and again today, March 14 2023. They do not respond to phone calls. No supervisor can be reached and I am unable to work now for 3 days. I have over $12,000 in billing that should have gone out, but unable to do so with constant outages. Someone needs to be held accountable as this is crippling many tax practitioners. I want a credit in the amount of what I lost in billing, over $12,000. Time is what the tax preparation business is all about, once lost, it cannot be regained. Apart from all of this, this is happening on the day before the deadline for corporate tax returns/extensions, March 15, 2023. Please assist however you can. This and customer service, phone calls for technical support have all degraded over the past 5 years and they have now farmed out their support to ***********.

      Business Response

      Date: 04/03/2023

      *************************** is working to arrange a time to discuss this matter with ******

      Customer Answer

      Date: 04/03/2023

      I am rejecting this response because: ***** has sent me ONE email and has yet to follow up with any advice or any mention of compensating the firm for any of its lost revenue.  He sent ONE email and I have not heard from him since.  The date of the email was 3/15/2023 at 5:59pm as he was exiting the office.  Hardly an attempt to resolve the situation.  The entire organization of Thomson Reuters is dismissing this as if they have no recourse to us users.  This will not be tolerated and we need your help.


    • Initial Complaint

      Date:02/04/2023

      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.
      There is court case which has been sealed on your website:************************************************************************* I kindly ask for this court case to be removed from your website as it contains sensitive personal information about my person, and again it should have been removed. Please I kindly ask for your cooperation in removing this information from your website. Thank you

      Business Response

      Date: 02/15/2023

      We have attempted to reach ******* to explain why this case does not meet the criteria to be removed but the voicemail has not been returned.

      Customer Answer

      Date: 02/16/2023

       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:01/02/2023

      Type:Order 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 contacted Thomson Reuters in May of 2022 to cancel a subscription I had with them. The subscription was for "practical law," a tool used to help practicing attorneys perform legal research. Thomson Reuters replied on May 30th asking me to submit a cancellation request that included either "a copy of the Articles of Dissolution filed with the state or request on firm letterhead outlining the dissolution and post dissolution plans." This was impossible for me to do as I do not have an established firm within the state. Thomson Reuters was aware of this when I first signed up for their service. I was not working on behalf of any law firm, but was only acting in my independent capacity as an attorney. I replied on June 1st that I wished to proceed with the cancellation and provided my reasons for needing to cancel. I have the right under the terms of the contract to cancel. Thomson Reuters has sought to deny this right because I could not submit the aforementioned articles of dissolution or official firm letterhead. I have contacted them seven times over the past seven months, trying to get them to cancel the service. They have refused to do so and have continued billing me for the service despite the fact that I have not made use of it and have clearly and repeatedly expressed my desire to terminate the service, as I am allowed to do under the contract. I have fully paid up to the point of cancellation. I should not owe them anything at this point. However, they are attempting to bill me for over $1300. I request that this debt be settled and that Thomson Reuters honor my original cancellation.

      Business Response

      Date: 01/24/2023

      We have resolved this complaint

      Customer Answer

      Date: 01/25/2023

       I am rejecting this response because:

      Hi ******,

      My name is ***************************. I filed complaint #********. I am following up on the business response I received. Their response simply states "we have resolved this complaint." I have received no documentation from Thomson Reuters on this issue and in fact, they tried to bill me for the full amount that I am disputing as recently as January 17th. Can I get some clarification as to what is meant by "we have resolved this complaint"? Do I no longer owe them any balance?

      Thank you,

      Business Response

      Date: 01/26/2023

      We have been trying to reach you by email and phone to discuss.  ******************** is the customer service rep that has been attempting to reach you.

      Customer Answer

      Date: 01/31/2023

       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:12/19/2022

      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.
      I *******. I signed up for a 12 month CPE self-study package last year. ******** Reuters invoiced me for an additional 12 month subscription even though I never signed up for an additional 12 months. Now they are sending me past due invoices for a subscription I never ordered and don't even have access to. I tried calling their billing department and waited on the phone an hour before giving up trying to reach someone at the company.

      Business Response

      Date: 12/22/2022

      I believe we have a resolution to this complaint - just waiting to reach the customer to confirm. 

      Customer Answer

      Date: 12/22/2022

       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

      Date:10/13/2022

      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.
      I used the ************* service for only a month and cancelled it. They proceeded to continue to charge me for a service that I did not use. Im being forced into a contract without my consent. I do not have the funds to pay for this service.

      Business Response

      Date: 10/17/2022

      We have worked with the customer to resolve this complaint.

      Customer Answer

      Date: 10/17/2022

       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

      Date:10/08/2022

      Type:Order 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.
      Our law firm has been a customer of ******** ************************************************ for over 11 years. We have had issues with them over the years with overbilling us, or sending unsolicited law books and then following with a $1000+ invoice. As long as I returned the book, or signed a new contract with them, they would fix their billing errors. Recently our contract was up for renewal, and they wanted us to sign a 3 year contract to get the best price. I told them we could not sign a 3 year contract and due to circumstances at the law firm, needed to switch to month to month, which seemed reasonable as we had been clients for over a decade. For the next two months the sales representitive emailed and called us almost daily to try to get us to engage in a new contract, with the minimum option 12 months. I told him over and over we couldn't agree to that, the longest we could do was 6 months. I became so frustrated that I told him I wasn't renewing at all and we went with a different company. Now they are saying since I didn't sign a new contract, we automatically entered into a new 12 month policy at the highest rate possible, because we didn't give the required 60 day cancellation notice. They continue to bill us every month and send past due notices. We believe our repeated communications that we couldn't enter into a yearly contract (which were all made in advance of 60 days of the expiration date) was cancellation, as they did not provide any options that worked for us. We did submit a formal written cancellation notice more than 30 days out.

      Business Response

      Date: 10/13/2022

      We have worked with the customer on a resolution to this issue

      Customer Answer

      Date: 10/19/2022

       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.

       

      They called me and apologized and agreed to cancel our contract and refund me for the months of service they charged that we didn't use. I received a credit on the invoices this morning, so it appears they will honor the phone call.

    • Initial Complaint

      Date:08/10/2022

      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.
      Our firm worked for weeks with a sales rep at FindLaw (a ******** Reuters company) to be listed within the legal directories of their website. We were promised verbally and in writing that they would link to us from their directory to our website. Once we signed the deal and they started to put the links up, we were told that the links could not point to our website but rather point to internal pages on the FindLaw site. When this mistake was pointed out to our sales rep they apologized for the mistake and referred us to customer service to resolve. We have not been bounced around to over 4 people in their organization now to only be told that what we were promised is not possible unless we give them more money to let them host our website AND they will not cancel our deal. The are now pounding us with communication telling us we owe them money with no way to cancel for the next 12 months. They appear to have a history of horrible and fraudulent customer behavior now that I have done some research on them. We are feeling scammed and hope this news will be made public about their horrible and deceitful customer service and perhaps ******************** can help us get our contract cancelled.

      Business Response

      Date: 08/17/2022

      We worked with this customer to resolve the complaint.

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