Drake Software Anmeldelser 361

Extremely Disappointed With Drake Software Customer Service During Tax Season
I have been a professional tax preparer for over 15 years and used CCH ATX Tax Software throughout that time. While ATX has declined in recent years—particularly in the area of customer service—it was historically a reliable product with strong support, which is essential in our profession.
Due to ATX’s decline, I spent significant time researching alternative professional tax software and ultimately decided to purchase Drake Tax Software and Drake Accounting for the 2025 tax season.
As I do every year, I began testing the software early for accuracy, workflow, and user-friendliness. Unfortunately, since April 19, 2025, I have experienced ongoing and serious difficulties obtaining customer support from Drake Software.
Most calls result in a busy signal, or I am routed through an AI answering system that transfers me to a phone number where no one answers. On January 24, 2025, on the rare occasion that my call was answered, the representative was courteous and professional but unable to resolve the issue.
As of January 25, 2025, at 8:30 AM (Eastern Time), there is still no way to reach Drake customer service, despite Drake’s published statements indicating that weekend support is available during tax season.
According to Drake’s own stated support hours:
Peak Tax Season (January 2 – April 15):
• Monday–Friday: 8:00 AM – 10:00 PM EST
• Saturday: 8:00 AM – 6:00 PM EST
• Sunday: Closed
While I acknowledge the stated hours, the lack of accessible support during critical periods of tax season raises serious concerns for professionals who rely on timely assistance to serve their clients effectively.
Additionally, when calling during the advertised support hours, the automated system states that Drake is closed for the weekend, which directly contradicts their published availability.
For a professional tax software company, reliable customer service during tax season is non-negotiable. As a direct result of Drake’s lack of support for accessibility, I have lost clients, experienced business disruption, and now must wait until Monday to resolve issues that should be addressed immediately. This delay has negatively impacted both existing clients and new prospective clients.
Given the investment made in Drake Tax and Drake Accounting, along with the loss of revenue caused by Drake’s failure to provide timely support, I am formally requesting an immediate refund.
Based on my experience, I cannot recommend Drake Software to any professional tax preparer who depends on timely assistance during filing season. Until Drake significantly improves the accessibility, responsiveness, and reliability of customer service, this product poses a serious risk to professional practices.

Bad customer service, it used to be a great company.

Software was the best for the cost for years. When the company was sold, the software price almost doubled, and the customer service went to the dumpster. Prior to the sale, Drake always answered within a reasonable time ... usually less than one minute by a human ... now you have to go through several automated menus and are on hold for over 25 minutes before you speak with anyone.

Customer support is always reachable. I always get the answer whenever I have an issue. I have been using Drake 7 years now. I recommend Drake to everyone.

I have used Drake for years and customer service was amazing. Now customer service is trash and they can't even fix issues with their software. My IT guys have been trying for over a month to move my software to rightworks and there has been one issue after another. Have been on the phone almost a dozen times and every time they say they need to do more research.

I have used Drake for about 20+ years. The customer service used to be amazing. Now I am lucky of the agent understands half of my issue or how to solve it. I am done with them. One would think they are not trained.

And for all the money one spends for their software the 990 nonprofit returns do not work for the state.

A lot great information, how do i get the on demand video

The information was very informative on the new tax changes. It gave detailed information that will prevent me from having to read the tax bill in its entirety myself.
Great presenters as well.

Bring the software online on 12/3/2025 and no practice returns till 12/31/2025.

The information covered was spot on. Speakers were engaging and did a great job with their presentations

Have been using Drake Software ever since Tax software. Would not think of using anything else. Have looked at other programs but for my size firm it the most cost affortible.

The instructors were knowledgable and brjought out a lot of good things in the semimar.

I enjoy working with Drake. They have wonderful customer service. THEY ANSWER THE PHONE, and
usually after just a couple of rings. This software is relatively user friendly, and when it doesn't feel like it is, they have customer support to help you out.

Importing K-1 information is very frustrating if you have multiple K-1's from the same company. If you were to add a field for K-1 partner or shareholder number, it would dramatically improve the import process!
The Idaho module does not handle K-1 imports at all. It is almost totally a manual process to enter K-1 information on the individual return. After the pains taking of entering the information it does not always take the information to the Idaho Form 40.
There are many times that I have to enter the information in several places on federal & Idaho return.

Form DD1 (Preparer Due Dilligence - Income Documentation Assistance Question 6. The last box in the second column states -
Advertisements (newspaper, flier, yellow pages, etc)
Comment - I think that "yellow pages" should be removed and or replaced with "internet ads." I think "Yellow Pages" is quite dated.

This software has gone so far down hill over the past few years. I have used it for almost 15 years and it just isn't worth it anymore. The programmers are not consistent year over year and the customer service reps do not know the software at all.

Ugh, terrible customer support

Foreign earned income does not flow to the proper line on the 1040. The income should flow to Line 1, per IRS instructions, but instead flows to Other Earned Income. Having the income flow to Other Earned Income blocks e-filing if there is no other taxable income. Answer from support is "Sorry"

When Drake works well, it is legitimately the best. They answer the phone, the software is easy to use, and the people are really nice - five stars!
The downside is if there is a moat around experts, and essentially you need to "escalate" and wait by the phone if your account has operational issues. I do think things eventually get fixed, but it is inefficient. I wish I had asked more questions before automatically taking advice when I renewed, as I didn't anticipate the logistical issues that their suggestion caused. They do try, but if it is a complex issue, it can take some time to fix, and you can't directly contact or maintain people to fix it completely. Eventually it gets done, but it is disjointed and kind of annoying. I will still use Drake, but I do wish I had a dedicated relationship manager on the occasions I needed it.