Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Around November 4, 2024, I was offered a trial to a subscription. It was agreed by me and the seller I could cancel within 30 days of the trial without having to keep the service and cancel the contract. This agreement was made by email. The company refused even though I provided the email. I ask that the company end the trial subscription and not charge me any bill. Thank you.

  Business response

  02/07/2025

  This issue has been resolved.

  Customer response

  02/09/2025

   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

  01/16/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing on behalf of the ******************************************, a non-profit think tank in **********, **. On or about December 5, 2024, it came to our attention that a former employee may have entered into an unauthorized contract with Thomson Reuters (TR). Discussion ensued and TR was, as far as we can tell, unable to provide a properly authorized contract. After that, the matter was elevated to an "in-contract lapse team," which informed us on January 13, 2025, that our request for cancellation or modification of the contract, which extends into 2026 and ultimately will cost us over $10,000 (all information to the best of our knowledge), was denied. No one from this team ever contacted us before rendering its ruling. We very much want to avoid taking this to court, and are open to being convinced we are wrong about the absence of a binding contract, but so far we do not believe TR has taken the matter as seriously as it should. Accordingly, any help the BBB can provide to facilitate a mutually agreeable resolution would be appreciated.

  Business response

  01/30/2025

  We take all customer concerns seriously and have made multiple attempts to resolve this issue. We've provided all relevant information about their existing agreement and recently received an email from the customer stating that they will continue to use WL (Westlaw).  We remain open to discussing other mutually beneficial solutions to this situation.  
  

  Customer response

  01/30/2025

  I am rejecting this response because: From my perspective, all *** received from the Westlaw reps *** dealt with is stiff-arming, stalling, and gaslighting. Obviously, I will continue to use the services we are paying for because it makes no sense to pay for them and not use them, and we cant stop paying without risking a lawsuit. However, I have informed Westlaw that we want nothing to do with them once our current contract expires. I have raised numerous issues that I believe would warrant revocation or amendment of the existing contract by most businesses acting in good faith even if they did not fully agree with our concerns, but Westlaw has taken the position that it would prefer to lose a customer and the associated goodwill rather than amend or revoke the contract. Westlaw is entitled to take that position, but I am certainly not satisfied with their efforts.
  
  
  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered books from this company online to see if they may be useful to my mediation practice. As soon as I received two of the four books in the series, I sent them back because I have no need for them. I notified the company that I was returning the books and they sent me the other two volumes. The company is now saying that I signed a two-year contract and I am bound to pay $100 a month for two years, for books I don't need. When I bought the books online, I was getting them to see if they would be useful to my practice. They are not. There was no warning that the books were non-returnable. There was also no indication that I was binding myself to a contract. I would never have ordered these books without even seeing them, especially if I thought I was bound to a contract. I can't imagine anyone would spend $2400 on books they hadn't even seen!The company says that they sent me the terms of the alleged contract in an email after I placed the order and that the attachment to the email is evidence of a contract. They also said that they sent me a confirmation of the order in an email. That is also not evidence of a 2-year contract. Not only did I never receive the emails from them, terms and confirmation emails sent after I ordered books could not bind me to a 2-year contract. I believe the company is acting in bad faith especially because I did not intend to enter into a contract and they are forcing the issue. It is unconscionable for them to hold me to this contract when I clearly had no intention of entering into a contract. I didn't even know a contract was an issue. I am being charged $100 a month for 24 months according to their alleged contract. $2400 is a significant burden to my little business, especially for something I don't need.I do not plan to pay their bills, but I currently have impeccable credit (over 800). I do not want to have a **** on my credit because of this.Thank you for your time.

  Business response

  01/07/2025

  This matter has been resolved.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billing issues: I keep getting billed and I have called to cancel a subscription that I never opened. Now I am getting billed late fees.

  Business response

  12/16/2024

  This matter should be resolved but we are still hoping to confirm with *****.

  Customer response

  12/16/2024

   I am rejecting this response because:
  
  I am still receiving a bill and late payments for this account.  I had several promises from this company to close this account and I am still getting invoices.  Keep in mind that this is not what I ordered, received and asked for cancellations for several months.  I get emails and phone calls and promises but no action.  THIS COMPANY IS A FRAUD.

  Business response

  12/20/2024

  ************************* subscriptions have been canceled, the account has been closed, and it is marked for deletion from our business system. We are no longer sending invoices to Mr. ***** or this account, and we have added notes to this account that no future emails should be sent (ex. no telemarketing, no sales *** contacts, no unsolicited subscriptions and no advertising). On Dec. 10, 2024, we sent Mr. ***** an Account Reconciliation Report showing that the account owes nothing to Thomson Reuters.

  Customer response

  12/20/2024

   I am rejecting this response because:
  I am still getting invoices for the subscription that I never received, ordered, and requested to close the account.  All promises from this company failed.  They are not serious about addressing this issue.  In fact, the account is not closed.  This company is a fraud and employees lie.
  
  

• Initial Complaint

  11/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has tried to 'set up calls' to discuss my account and upon learning that I do NOT wish to renew, THEN they informed me that they will continue to bill me for 60 more days. They are predatory and absolutely without ethics. The sales team kept trying to schedule meetings with me (which are difficult to do given my work schedule) and when I told them I do not wish to renew, they informed me that I am going to be billed for 60 more days. Additionally, this company charges $1200/month for what amounts to 1 active lead in the last 6 months. They take no responsibility for their lack of performance and refuse to end the contract when asked. This company's business practices are absolutely unethical and predatory.

  Business response

  12/17/2024

  This issue has been resolved.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted many times this year to opt out of my personal information on this site. They have rejected my personal information rights and i want it to be corrected and deleted immediately as it invade my right of privacy and sensitive information

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have an account with ****** ********************** where they charge per attorney working at my firm. I previously had 3 attorneys total. Since August 2023 I have only had 2. have REPEATEDLY informed this company that I have only 2 attorneys but have consistently been charged for 3 ever since. There is no email address for a point of contact. Every time I have called I receive a call back voicemail days later informing me to call back and provide the emails where I informed them I only have 2 attorneys. No one answers when I call back and they have continued to charge me for 3 attorneys every single month. I have been overcharged approximately $400/ month for the last 10 months. I need to be refunded and for the overcharges to stop.

  Business response

  07/10/2024

  We are still working with the customer on a resolution to this issue.  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom it may concern: I had been a client of WestLaw/Thomson Reuters for years. Near the end of my contract year this last year, a representative of WestLaw/Thomson Reuters reached out to me to renegotiate my account, offering new services/new prices, etc. I indicated to the representative that I was downsizing my practice and did not want to create more costs, but rather less, so I told the representative I wished to close my account. He then stated that I had to write a letter specifically indicating that I wished to close my account. I wrote the letter as requested.I later received a bill from Thomson Reuters indicating that my account was NOT closed. I called the representative and asked why. He said he would look into it for me. I then received an email from a different representative telling me that I had not closed my account soon enough before the end of the year, and that it was their practice to assert the ENTIRE value of the next year's worth of contract. They are billing me monthly. I have reached out numerous times by phone and email, with no response from anyone, other than to continue to send me bills.I am now not using the product, I am being billed for the product I am not using, and I have no ability to communicate with anyone who has any say about the unreasonable way I am being treated, purely out of greed on the part of Thomson Reuters. Apparently, this is not unusual, and many other customers have suffered this kind of treatment and aggressive and unreasonable stance by the company.C ******* Account **********

  Business response

  07/01/2024

  This matter has been resolved.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I subscribe to a legal research service called Westlaw, operated by Thomson Reuters. I signed a new contract with Thomson in the fall for $473 a month. In early 2024, I signed up for Thomson's generative AI site called Co-counsel, which was $200 a month which was supposed to be added to my bill. The charges go on my American Express. I discovered recently that Thomson was overcharging me by $473 and had been for several months. I complained. I received an email apologizing and promising resolution, but my last credit card statement showed I was overcharged twice more during the last billing period. I opened a support ticket with Thomson on Monday. I received an abjectly meaningless response tonight. I disputed both charges on the current statement, but there is another that includes a prorated amount from March. I want an immediate refund of the amount I was overcharged and re-assurance from someone with a clue that it won't happen again.

  Business response

  06/24/2024

  This issue has been resovled

  Customer response

  06/25/2024

   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.

  Thomson Reuters reached out to me privately and resolved the dispute to my satisfaction.

  Thanks,

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Remove this listing immediately. Contains personal information ************************************************************************************************************************************************************************************************************************************************************************************************(sc.Default)

  Business response

  05/06/2024

  We have attempted to contact ********************************* by phone and email to discuss his complaint and provide information on how to request removal of information in our databases but haven't gotten a response from him yet.

*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. ↩