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:04/07/2025

  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 have called Drake several times trying to resolve an issue with not receiving payouts for add on fees, I called 3/14/25, 3/31/25 and 4/4/25. On march 7th I received a deposit in the amount of $0 I was supposed to receive a deposit for my add ons but have not so far. Each time I call I am given a different date that it should be deposited and so far those dates have passed and still no word no deposit.

  Business Response

  Date: 04/09/2025

  Thank you for reaching out.  Add-On Fees in the amount of $133 were deposited on 3/17 to the same account that the $0 "test deposit" was made to, the account ending in 1231.

  The trace number, for your records, is 051000019211716. 

  Customer Answer

  Date: 04/09/2025

   
  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. My bank said it was March 18, and it would have helped when I called that the **** should have told me this instead of telling they did not know and sending me around in circles. 
  
  Thank you. 
  

• Initial Complaint

  Date:03/20/2025

  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.

  Drake 2024 software does not function as it should. All attempts to email anything freezes the software which means I cannot send tax returns digitally to my clients. I must go to Task Manager and end Drake 2024 then open it again to continue working. All tax preparers must have this email function.

  Business Response

  Date: 03/20/2025

  I apologize that you have had this experience.  I am having our top technical team contact you to resolve your issue. Thank you for being a loyal customer.

• Initial Complaint

  Date:03/15/2025

  Type:Sales and Advertising 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.

  On January 4, 2025, I ordered the E-Signature Advance from Drake Software for $500. Despite numerous attempts, I was unable to utilize the product due to a conflict with another software I had previously purchased. Upon realizing this, I contacted Drake Software and spoke with an agent who assured me that I would receive a refund.After months without receiving the refund, I called Drake Software for an update. A representative informed me that they had decided not to issue the refund. I explained that the receipts provided did not indicate a no-refund policy. The representative became argumentative, and when I requested to speak with a manager, I was told none were available.Further research revealed that other users have experienced similar issues with Drake Software, with reports of the company refusing refunds for unusable products. I am uncertain about the ethics of such business practices. Notably, the E-Signature product purchase page (******************************************************************************) does not mention a no-refund policy and the receipts I received from them also does not states a no refund policy.Drake is doing this because I think they know that customers cannot afford lawyers to combat this unfair business practice. Drake prey on customers and small businesses that can afford this kind of business practice. I would like a resolution and refund. Thank you.

  Business Response

  Date: 03/17/2025

  While these e-signatures are technically non-refundable, we have reviewed your account, and due to your good standing and excellent history with our company we are willing to make an exception and process this refund, removing the 200 e-signature events that were unused from your e-signature bank.  ******, from our retention team, will be in touch with you very soon.  Thank you for your business and your loyalty.

• Initial Complaint

  Date:03/12/2025

  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 am a semi-retired ***. On October 10, 2024 I purchased tax preparation software from Drake. After having looked and tried their trial version, it looked like software I could use. However, when trying to activate the program and load files in early January, 2025, I discovered that this program only works for preparers with EFINs (electronic filing identification numbers). I do not file returns electronically and thus have no EFIN--something I told the sales rep ******** *******) at the beginning. After talking and emailing with one of their top tech advisers ******** *******), I determined that this program was just not going to be workable for me and requested a refund on January 8, 2025 from Ms. ******* and then later from Mr. ******** I was led to believe that a refund would be no problem and therefore proceeded to purchase (at substantial cost) a program I was familiar with. I followed up this request with requests for a status update several times but was met with silence. I wrote to Drake on February 22 again requesting a refund and saying that if I didn't get satisfaction by March 11 I would contact BBB. I then received an email from Mr. ******* stating that my refund request had been denied because it was not filed by December 31, 2024. I replied that was unreasonable and unfair and that I still intended to contact BBB if I did not receive satisfaction by March 11.

  Business Response

  Date: 03/13/2025

  Mr. ****** purchased our Pay Per Return software on October 10, 2024.  EFINs are not required if a customer isn't e-filing returns with our **********************.  Mr. ****** called into our support department to attempt and clear "EF messages", messages that will stop a return from being eligible for e-file.  **************** doesn't have an EFIN, he will continue to get an EF Message stating that he needs an EFIN to e-file the return.  This does NOT stop a return from being able to be printed successfully and paper filed to the IRS/State.  There is no problem with the software package, and deciding to go back to another software because the customer is more familiar with that ********************** package, doesn't nullify the terms of the refund agreement that the customer agreed to.  No refund will be issued.

  Customer Answer

  Date: 03/13/2025

   
  I am rejecting this response because:
  It is more of the same from Drake.  If it is so easy for a paper-only preparer to use their software, why did I have multiple contacts with tech support and still not have a resolution?  Can't understand why this business would be unwilling to refund an unhappy customer who found their product unusable.

  Business Response

  Date: 03/17/2025

  The issue seemed to be that a paper-file user, was attempting to clear Electronic Filing messages, meant for an EF user.  I'm not sure the main source of the miscommunication there.  No refund will be issued for this product.

• Initial Complaint

  Date:03/11/2025

  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.

  Refund Request I purchased the Drake Software 2024 on Jan. 1st. 2025. I had an IT person to install the software on a Server. Since the very beginning we started having installation issues. We spoke to about five different people from the company. No person could help with the installation and every single one always recurred to "We have to escalate this issues". We spent hours and the escalation case calls never came. After dealing with so much frustration and dealing with people who did not know the program, I decided to put a request for a refund. The person who received that request told me that my Refund will be issued within two weeks. I never got my refund. Then I decided to install the program in just one desktop. We installed the program and we couldn't complete a single returns because of errors. At this point I had it. I erased the program and never complete and /or transmitted any income Tax. I called the company on 03/05/2025 at about 4:25 PM and spoke to ****** (Ext. 4515) and he told me that there was no Refund Request in the system even though I put that request before. ** told me that I will receive an answer within 24 hours. It never happened. This company has a "TRAP" in the refund policy. It says that after 3 days of activation nobody is entittled to a refund. I would claim that they could do this if they "GUARANTEE" that the support and training will be provided 100 percent. The Support and the training do not work because of inexperienced personnel. The company has to understand that you sell a product attached to a Service and support. I am entittled to my refund 100 % since we tried with more than six or seven sections to make things work and the result was always negative. I hope that this company is not in the business of ripping people off with that absurd Refund Policy since they do not provide the right training and support which should be guaranteed if they proud themselves of having a good product, which is not the case.

  Business Response

  Date: 03/12/2025

  After reviewing the account, no refund request was made during the available 3-day refund window.  This is not a "trap", but a policy to ensure that refunds aren't given for software that has been used, and that refund requests are made in a timely fashion.  It is also of note that we have a proactive onboarding process for new customers to ensure that they are setup and ready for season.  We attempted to reach out to the customer but was told that the customer wasn't available for onboarding during normal business hours, only on weekends.  While customer support is still available, we will not be able to issue a refund for the software purchase at this time.

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because: This Response is Unacceptable...

   It seems that this company's priority is not offering a product with attached support and training as they claim. A refund request was placed twice. If they don't have it in their system, this says a lot about how careless the personnel is when it comes to deal with customers. With the second request I made sure I got a name, extension of that person and a case number which I provided before. I knew that problems were brewing since talking to five or six people I was getting nowhere with their incompetence. The issue with the "Installation of the Program in the Server" was never achieved because they couldn't help and  always stated ,"This Issue has to be Escalated". After all these incidents I received a call seven or eight days later when all my strength was gone and drained with frustration.  Keep in mind that tax season was approaching and all I could see was CHAOS. Another misinformation is stating that I said that I was not available during working hours  (big lie), I never ever said that to anyone. Now the question is: Why  Drake Software, LLC can't  keep my money? 1).The company did not earn my business in any way; 2)..The company failed big time to provide  Training and Support they offer with their product; 3)..I placed a refund  request twice even though they say they do not have them in their system; 4)..I never completed and/or transmitted any Income Tax  with Drake software because it never worked without issues; 5)..Software was never used in any way and the it was deleted from my system as you required...So, I am enttlied to my complete REFUND to make me whole since I have not damaged your company in any possible way and  I never received the Support and Training because of lack of exprerience of your team. And lastly, A product is sold  with the required service and support since this is the only way a company can be successful in the market.

  
  

  Business Response

  Date: 03/17/2025

  I would refer the customer to the ****, and the refund policy contained therein.  The customer did not / does not qualify to have their purchase refunded.  The first record of a request for refund was 10 days after purchase, after multiple support calls.  No refund will be given.

  Customer Answer

  Date: 03/18/2025

   
  I am rejecting this response because: ************ keeps on saying that I applied for a REFUND late. My position is the same. I placed a REFUND REQUEST twice. When I spoke to Rep. ******* he told me that the first request was not recorded in the system, which I think this  is a strategy of this company to deny any legit refund request. I totally surprised with this company that tries to project an image of "EFFICIENCY, TRANSPARENCY, HONESTY AND CONSUMERS' ORIENTED" when in reality they are selling a product without the traing and support  needed to use the Software correctly. In more than forty years of working in the Tax Preparation industry I have  never encountered a company with such an ADVERSITY TO POTENTIAL CLIENTS. I totally believe that I am 100% entittled to my REFUND since I never got the Support and  training  with the Software which are  supposed to be part of acquiring and using the software. I will do everything in my power to get  my money back and  make people aware of this type of company which hurt people with good business intentions...
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Customer Service 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 tried to file my taxes using ********. They were rejected within minutes. I go back to the app. There is no explanation as to why they were rejected. It doesn't even direct you to the issue so you can fix it and resubmitt it. **************** to get questions answered is non-existent pretty much. It's useless.

  Business Response

  Date: 02/06/2025

  While reject information is fully visible upon login to the account, we will certainly have a support representative reach out to assist the customer in finding this information.  Fees paid are non-refundable, but we will make sure the customer understands why the return was rejected, and if possible, how to fix and move forward.

  Customer Answer

  Date: 02/06/2025

   
  I am rejecting this response because: I logged in and did not see this information at all yesterday.  I logged into it several times trying to fix it.  Never saw the message you are referring to.   I did use the correct AGI from the previous year.  I took the information directly from my last year tax form so I know it was correct.  Not to mention, I went to get my taxes filed with a tax preparer after having this issue and they had no problem submitting my taxes at all with the same information I entered on your site.  Since, you do not wish to refund me.  I will just dispute it with my credit card company and see what happens.
  
  

  Business Response

  Date: 02/06/2025

  ******** does not issue the *** reject, the *** issues the *** reject.  Furthermore, the reason for the rejection was due to a prior year AGI mismatch, something that is only required when using a DIY service.  This check wouldn't have happened with a registered tax preparer, thus the lack of reject from the tax preparer.  No refund will be issued.

  Customer Answer

  Date: 02/07/2025

   
  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:01/28/2025

  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.

  I purchased tax software from Drake in July of 2024 to use for the 2025 tax season. After 6 months of dealing with their customer service and support team, as of this date ( January 28, 2025) I am still not set up to use the software. They have not provided the services that they advertise on their website nor has their support team done anything to resolve my problem to be able to use their product. I have spent many hours on the phone with them trying to get this resolved. As of today, the supervisor told me it was past the contract time to receive a refund; but when you do not provide the service, the customer should be refunded. I am now without the software I need to provide my clients with the service of preparing their taxes and i am also $1900.00. I prepare taxes for ********** and senior citizens, so this is a hardship for al involved. A company such as this, should not be in business. They are taking money from people and not providing the service to be able to use their product. I hope you can help. Thank you in advance for any help you can provide. ****** ******

  Business Response

  Date: 01/29/2025

  Customer is able to use our ********************** as advertised, and e-file with us when they submit the appropriate paperwork.  Customer states that she has purchased a different software and does no longer want to use us.  If she would like to use the product that she purchased, we can certainly assist with that.  However, she is well beyond the refund period for this software and we cannot issue a refund at this time.

• Initial Complaint

  Date:01/24/2025

  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 have purchased business pay-per-return product from Drake Software for $49.99. I have entered company tax ID, name and address for my prospective client only. The client changed his mind and decided not to proceed. So, I tried to delete the entered information and reuse this pay-per-return. However, I was not able to re-use per customer service representative from **********************. I was explained that it is only one-time use only and in order to change information on the return to new client, I have to buy a new pay-per-return for the same $49.99. I find the practice appalling. There was no message that warned me about it in the beginning. I paid for something that I can't use it and now have to pay again. I believe consumers should have option "to revert the redemption" of the product they purchase from Drake Software.

  Business Response

  Date: 01/29/2025

  Pay-Per-Return redemptions are non-refundable, as per the ****.  If you could "revert a redemption", it would be abused.  However, as a one-time token of good faith, we will credit the account (1) individual pay-per-return redemption credit.

  Customer Answer

  Date: 01/29/2025

   
  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. 
  

  Customer Answer

  Date: 02/06/2025

   
  I am rejecting this response because:
  

  I have tried to reach to Drake to get "....as a one-time token of good faith, we will credit the account (1) individual pay-per-return redemption credit" per their response. However, the customer service could not find any records of it in their system. How can I get that one time credit? 

  
  

  Business Response

  Date: 02/06/2025

  No need to contact anyone here, the credit has already been applied to your ********** in 2023.

  You have purchased 5 business returns and used 5 business returns, including the return in question; however, we credited one back to your PPR bank.  Therefore, you have 1 business PPR available for activation.

  Purchased: +5
  Activated: -5
  Credit : +1
  Balance: 1

  Customer Answer

  Date: 02/06/2025

  Hello,

  Thank your quick response and explanation. I thought that I would get that business return into my 2024 bank (not 2023). I do not have any use of it in 2023. I see that the price went up by $10.00 for year 2024. I am willing to pay the difference if that will work. 

  Best regards,

  ******* Nyu

   

  
  

  Business Response

  Date: 02/06/2025

  I don't mind to make the move for you.  I has been moved from the 2023 ******** to 2024.  You should be all set.

  Customer Answer

  Date: 02/07/2025

   Thank you very much! I am all set!
  

• Initial Complaint

  Date:01/23/2025

  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 am unable to use the product that I purchase. I spent $1943.09. I cannot enter customer data to process tax return. Need money back and fix the issue. The customer service always poor service. People are not knowledgeable and no help to even maximize the screen.

  Business Response

  Date: 01/29/2025

  This has been referred to our highest level of technical support.  I believe at this point, this issue has been resolved.  The customer should please let us know if it is not resolved.

  Customer Answer

  Date: 01/29/2025

   
  I am rejecting this response because:

   

  There should be compensation for not resolving issues in a timely manner.  The customer service representatives were not able to resolve this issue STILL.  No one from Drake contacted me.  Drake takes payments but do not help and a lot of time is being wasted.  I need to compensated for my time. I expect a call from Drake software company.  

   

  Thanks 

  ***** Jacob 

  Owner of Frisco Tax & Accounting Solutions PLLC

  
  

  Business Response

  Date: 01/29/2025

  We don't compensate for time.  However, we will make sure that someone reaches out to you again about your issue.

  Customer Answer

  Date: 01/29/2025

   
  I am rejecting this response because:

   

  I am expecting some type of compensation or when I call I need the issue to be resolved without calling customer service 3 times.  

  Thanks 

  ***** *****. 

  
  

  Business Response

  Date: 01/30/2025

  I understand the frustration; however, we don't compensate for time spent troubleshooting software issues.  We offer technical support at no-cost to the customer; we don't charge for our time, and we can't compensate for time spent.  Please refer to the ****.  I consider this matter closed.

• Initial Complaint

  Date:01/20/2025

  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.

  This was a 2024 Tax preparation software purchase. After placing an order and attempting to set up my business account with the **********************, I encountered significant issues that were not resolved despite multiple attempts to contact their customer service. ****************** account information entered was incorrect and appeared to have been added incorrectly by DrakeSoftware team. I was unable to edit this information, which prevented me from using the software.2.I made 4-5 calls to the merchants customer service but was unable to get any assistance. I was repeatedly directed to the same unresponsive phone number or told to escalate the issue and wait 48 hours. 3.I still have no resolution or refund from the Seller and it seems that this merchant Business and software is a scam.Due to these unresolved issues, the merchants inability to provide proper support has caused a significant disruption to my business. I requested a full refund from the merchant, but they have not resolved the matter.

  Business Response

  Date: 01/22/2025

  The customer has sent refund request paperwork.  The refund, minus $200 admin fee, has been approved and is pending processing (3-5 business days).

  Customer Answer

  Date: 01/22/2025

  I want the full refund. I find it unjustified the deduction of $200, knowing that I requested the refund within 24 hours because their software doesn't work and they have failed on their part to provide the support behind their product.
  Also, their refund policy is nowhere to be found on their website or before making the purchase. They only send it after clients have made a payments...
  
  

  Business Response

  Date: 01/29/2025

  To clarify, we would have been more than happy to escalate any outstanding software issues that the customer was having, in order to have them resolved. The customer instead opted for an immediate refund, they clearly stated that they requested refund within 24 hours of purchase.

  With a refund that late in the year, the admin fee applies, based on the refund policy linked within our **** found in several places, including our website, and always available up on request.

  *****************************************************************************************************

  Therefore, we will not be refunding the admin fee at this time.