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:12/30/2024

  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.

  On July 17, 2024 I purchased couple of tax & accounting software from Drake Software. I explained the sales person that this was my third time for me purchasing their product to fulfill my desire to swicht my current tax software company. I explained to the salesperson that the previous two years I had end up canceling their product due to their lack of onboarding support, making my experience with them very poor. The onboarding team never complete the onboarding process for the third year in a row, so I can have enough time to get familiar wiht the program, before the next upcoming tax season being on January 15, 2025. Even though the sales person promised me that someone from the onboarding team will be calling within the next 48 hours which never happened. It wasn't until two months later when I called Drake Software to cancel my purchase when the next day someone followed up with me trying to avoid my cancellation. At that moment , I wasn't willing to continue with this purchase, so I requested my 100% full refund of the money I had paid for these two softwares. I paid $199.00 for the current year accounting software and $2,345 for the tax software. A Sales manager replied to me that due to the fact this was my third time cancelling their product before it became into effect, they were unwilling to refund me the full amount that I paid. They said the most the can offer me as refund was $250. I told them that I wouldn't accept that offer. The I was willing to let them keep $199 for the current year accounting software, even though I never used the program, but I requested them to refund me the remaining of what I paid $2.345. which they refuse to do it. In November 20, 2024 My attorney sent Drake Software a letter requesting them to refund me $2,345 I paid for the upcoming tax season which hasn't yet begin, but up to this point Drake Software has ignored my attorney's request for refund hoping that I will just let go which I refused to do.

  Business Response

  Date: 01/02/2025

  Mr. ******* is represented by legal counsel and the attorneys for each party have exchanged letters.  To date, Drake has not received a response to the refund offer included in its November 26, 2024 letter to Mr. ******** counsel.
  
  Thank you for allowing Drake the opportunity to respond to this matter.

  Customer Answer

  Date: 01/06/2025

   
  I am rejecting this response because: I JUST RECEIVED THE MENTIONED RESOLUTION OFFER ON JANUARY 2, 2025.  

  I went ahead and signed Drake Software's offer, and now I am waiting for Drake Software to issue the refund to my credit card as it was offered to me on the Resolution offer letter that I personally signed on January 2, 2025.

  I will keep you posted once I have received the refund the offer me of $2,299.00,

   

  Sincerely,

   

  Francisco Peralta 

  
  

  Business Response

  Date: 01/08/2025

  Refund is pending and should go out by EOW.  I am considering this closed.  If the customer doesn't receive the refund in a timely fashion I would encourage a response then, or a closure from the customer when they receive their refund.

• Initial Complaint

  Date:06/01/2024

  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.

  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

  Date: 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

  Date:04/21/2024

  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 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

  Date: 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

  Date:04/18/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 05/21/2024

  We stand behind our previous statement on this issue. 

• Initial Complaint

  Date:04/11/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/16/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:02/07/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:12/04/2023

  Type:Billing 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.

  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

  Date: 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.