Reviews

Thomson Reuters Software As a Service functionality has gone south. TR has changed from a Citrix environment to ********* Azure environment to the detriment of their clients in order to save money. TR's philosophy with their software is to roll it out and allow their clients to debug it for them. Typically, it is their yearly tax program Ultra Tax. The initial version always has tons of bugs in it and you have to be extremely careful when filing returns before March 15th. Even things that should roll over from year to year have issues. Now they have switched environments for their SAAS product and we have encountered a whole host of problems. The programs won't open at times. The programs freeze and the only way to save your data is to reinstall the Azure Application. The integration with our office hard drive is extremely slow. Printing time has tripled. These are all things TR says they are "working on", but there was no beta test for this product roll out. It was just rolled out at a piecemeal rate and the customers have to pay for it with wasted time and effort.

I have tried repeatedly to reach customer service. I have received no services from this company. They have failed to deliver completely. The promised marketing services have resulted in zero clients. No one answers the customer service phone.

This company has practiced and CONTINUES to employ deceitful practices in tricking clients into Auto-Pay, when such method is an OPTION, NOT MANDATORY, as their language deceptively suggests. Below is the exact language used by a TR rep in an email when confirming a re-order placed by our company:"Thank you and congratulations on your recent order! You are one step away from completing your purchase. Please click on the below link to enter your required payment information.Payment Information Secure Site"TR obviously has some highly educated people working for them to know the difference between OPTIONAL and MANDATORY, which makes it impossible for me to believe that they are innocent.This was their response to my issue with "ONE STEP AWAY" and "REQUIRED PAYMENT INFORMATION" as not being OPTIONAL:"I reached out to my manager *** _____________ to contact the team responsible for Auto-Pay email. We will reach out to have someone contact you concerning your request."This was in December, 2023, and it's now March, 2024, and they've reached out for more money from us. When I asked if the Auto-Pay issue had been resolved, this was his response after about 4 months since the issue was raised:"Unfortunately, I am unable to remove the computer generated email concerning setting up Auto-pay. We have management involved to change the verbiage of these emails so that it reads more as an option to set up auto-pay."Obviously TR has tricked many people into Auto-Pay and are unwilling to stop tricking people because it suits them better - customer be damned.This ********************** is UNTRUSTWORTHY.

Very dishonest and shady way of doing business and treating their customers. I DO NOT RECOMMEND AT ALL. Their products are not worth it. Please look for alternative options.

I own my law practice and have engaged Thomson Reuters to re-do my website, provide SEO support services, as well as management of an ad-words campaign. Despite being charged over $10,000.00 for a year's worth of services, my incoming business/leads have dropped drastically to the point where I am not able to pay their astronomical invoices. I have tried for over 2 months to pay my invoices, with no human contact and an online billing system that is anything but user-friendly. I have called in payments and have been told they were received/processed, only to find out 3 weeks later that nothing was submitted to my bank by Thomson Reuters. They have suspended my account due to non-payment, despite my best efforts to do so. For a company that purports to be on the cutting edge of technology for law firms and business generation through their online services, their internal technology for their customers is in the dark ages. I would not recommend them to any attorney or firm. I have wasted countless hours trying to reach someone to rectify my situation and no one ever bothers to answer or call back. My business has gone way down in spite of their high fees and promises that their services would enable my firm to flourish. Caveat Emptor: Huge money pit with nothing to show for it.

Legalized extortion. They charge you for every attorney for their legal research products whether they use the product or not. I have 2 attorneys in my office who don't even have login credentials because they work on our *********** team and have no need for the product. When one of our attorneys left the firm, TR wouldn't reduce our fee because we signed a contract, and they have no way to adjust it until it comes to term in two years. That statement by customer service is absolutely not true. We have previously adjusted our contract terms, and they simply refuse to do it to reduce the number. But if we add an attorney to the firm, they immediately increase the charges because we have increased our numbers. So, not only are we paying for two attorneys who have never logged into the system, but we are also paying for one who no longer works here. I don't care how good their product is, $22,000 per year for two actual users is not worth dealing with them. I could hire a part time researcher for what we pay them and save my attorneys' valuable time. We will not be renewing our contract when it comes to term.

No living humans to address technical issues. The "Live Agent" did not chat with me as requested, I received an artificial agent with pre-determined responses instead. This was obvious when the bot asked questions I had already answered. Instead of assistance, I received no responses after stating for a second time what the nature of my issue was.Beyond today's non-existent customer service, I deal with "not safe for work" ads from the Authenticator App which I am required to use for logging in to work. These ads include TikTok and ************************. Trashy, not classy.

We signed a contract for our reutnrs to be done at $35 a return. They ended up changing companies and becuse the changeover was not done in time they are telling us we will have to pay $150 a reutrn to have them done this month. Also, I signed a contract for $35 a return and now they are saying I will have to pay $45 a return going against the signed contract.

Technical support has been very poor this year. I have used this program for 22 years and technical support was top ********** of the reasons for spending premium dollars for a program like this has been the great technical support that is extremely well trained and knowledgeable. This year has been one frustration after the other! Every agent has tried to brush us off by saying go to your internal network support or go to the government for rejected extension. I was trying to file an extension that was rejected but was being submitted in the grace ****** allowed. It had a payment due with it. It was getting rejected. I asked *******, the agent that was helping me if there was any issue with resubmitting a rejected extension or return with a payment due on it. He said it could be submitted but he did not know why my extension was getting rejected. He said go to the government and ask them a reason or paper file it! Seriously!! I still have an open installation .

We have used ******** Reuters tax products for 4 years and while the customer service hasn't always been great, we haven't felt the need to post a review until this tax season. A couple of weeks ago we reached out to the ************* to check on the status of their business tax forms (****, ****S and ****) only to find out that the forms are ready, and that ******** Reuters had never started the process to include them in *********. Meaning as of today, we are unable to file **** business tax returns and we are under a month away from that deadline. I got that information directly from the head of the **** e-file department. We file hundreds of **** business returns and are at a standstill with those because UltraTax didn't get approval from **** on the forms until February 13, and still haven't loaded those forms into the program for tax preparers to use. As of 10 minutes ago ****'s became available, which is a start, but they are the least used in our office. We pay a significant amount of money for our software, and other tax prep firms have been able to file while we have not.