I have been using Drake for over 25 years and it's becoming much worse
I have been using Drake for over 25 years now and it is the worst customer support ever this year. I called in about a depreciation schedule problem and all the guy kept telling me to do was to delete the asset. I am like that's not an option. He had very little business tax return knowledge. Their prices have gone up and the support has gone down dramatically. I stayed on hold for 35 minutes before someone picked up. Never in all the years I have called, has this happened.
Allison B
This company has gone downhill to the…
This company has gone downhill to the point of no return.I have state business tax programs due 3/15 and Drake does not have the returns approved by my state yet.
Greg
large update on Feb 11 CRASHED MY COMPUTER
large update on Feb 11, 2026 crashed my computer. I had to pay a technician for 12 hours to get it back and running. I loved this company before the buyout. The customer service reps if you get one has no idea what there are doing. Promise to call back no call, I lost 2 full days of work. It has been a train wreck. I have been waiting on a response from them for 4 days still nothing. The computer tech was able to get through, and they hung up on him. If it their service does not improve and the problems are not fixed, I will use a different program next year after using this one for 7 years.
DENA
Almost no customer service
I tried to get help from the technical support team. After long waiting time 4 to 5 hours some one keep asking the same question over and over taking intervals. Promise to call back which they never do.
Bekele Tolla
Major NY issue
I have been using Drake software since 2005 and I never had any issues. Of course there were some minor things over the years, but nothing important. Service is great, software is great. The whole experience is great. And now.... Today is 02/12/2026. The tax season started on 01/26/2026. The main NY forms are still not approved for printing. They print with a huge watermark. My clients are complaining, some are considering going elsewhere. Once the forms are approved, I'll have large backlog of tax returns to be processed. Everyone is unhappy!!!! Tax Season is only 10 weeks, so this is really unacceptable. And the icing on the cake is that there are other tax programs that do not have this issue. I can not get a straight answer, when the forms will be approved for printing. Could be tomorrow, could be a week from now.
Michael Suponitsky
Terrible Customer Service Response Time
As a customer of ten years who has spent thousands on drake software I was very disappointed with how their customer service team recently handled a situation I had. They didn't respond and I had to follow up multiple times and was not met with polite service. They used to be family run and have amazing customer service. Now they seem to be more about money and less about the loyal customers who have supported the business.
Ashley Guy
Terrible service
Terrible service. Hard to even reach anyone. I used to consider them the best. No more. Next year i will change to a new provider. When you do eventually reach someone half the time they aren’t helpful.
Joseph Minnici
Just bought the software and they wont…
Just bought the software and they wont even send me a code to download the software. Talked to customer support and they told me it has to be escalated to the escalation department for "security reasons." who pays 350$ for a product and they cant even deliver a code to download the product and makes you wit several days to download the software. terrible customer experience
Justus Gibson
Went from 5 starts two years ago to two…
Update- Sometime between 2-19-2026 and 2-27-26 the import feature became available. I'm giving one star back because I'm happy with the software overall. Went from 5 starts two years ago to two stars in 2026. As of 2/7/0026, still can't import QuickBooks accounting into the business tax program. Support came back two days later saying they are waiting on state forms, don't know when the issue will be resolved.It would be reasonable to wait for a state or two for tax forms, but that has nothing to do with importing the basis Federal numbers. Hopefully they will get their act together. For now I will stick it out.
Paul M
If you need State module availability, look somewhere else
Drake was only professional software not to release NYS forms in a timely manner and instead put a watermark on them so all you can do is e-file but not properly provide clients with a clean copy for their records. When I went to chat with a representative about this and the delays, no one was available even though their own support website says they are available M-F 8am-10pm. This software has drastically gone down hill and I will be looking elsewhere for my professional software needs as I hope to retain clients who are not happy with the delays.
Matt
every year since tax act bought this…iT'S BEE HELL
they want everyone to use th eportal jsut like tax act -- that's so intrusive and should be illegalevery year since tax act bought this company drake software gets worse... I eman every eyar is worse than the previous... last year the errorr codes never matched th eproblem - thsi year all of th eworkign pages only show half-screens - so even though they finally give to the option to enlarge teh text so you can read the fuckign screen - you still have to scroll down to see wha th ehell you are working on. They advetise for tech suport help but htey only pay$13-$15 per hour. So these idiots are low-end English speakers or a select group of culture that have no diction ... so all anyone does is read AI prompts and not pay attention to what th eissues are over the phone. And forget their partners liek Protection Plus - they are eve worse. Currently I can't file areturn because PP and Drake have me set for Firm level Protection status and I asked them to turn off all services. Noone knows what they are doign and each company is blaming the other. I'm gogint o burn through my firs 10 returns - and switch to anyone else.
Allen Lenth
Support is terrible and software has…
Support is terrible and software has issues. Used to be excellent software and outstanding tech support, but NO MORE !! Zero star!
ZD
Zero stars if possible
Zero stars if possible. This company was great when family owned. Since the buyout things have gotten progressively worse! Software errors galore! Missing fields and bad calculations. Multiple logins required to use different related software/websites that are often unavailable. You pay for everything separately. DrakePay takes money from clients and never forwards me the money. Support and escalations are a joke. I can't think you one good word except that it only takes 30 minutes to reach an agent.
Mike Auch
Used to be so much better
This software is horrible compared to what it used to be. I've been using it since 2012. Drake was sold 3 years ago and it's gotten MUCH WORSE since then. This year is the worst, by far. I've spent countless hours with support and they don't help. I will not be renewing it for next year. My advice is STAY AWAY!
Rayid Khalil
Returns are rejecting and we've been…
Returns are rejecting and we've been wrong info about Confirming Firms and we can't get any answers after 14 emails and holding on phone for 30+ minutes. Asked for Bank App folks to call b/c we know they can solve. But Drake phone support and email support is NON-RESPONSIVE
Dave Patterson
Extremely Disappointed With Drake…
Extremely Disappointed With Drake Software Customer Service During Tax SeasonI 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: ClosedWhile 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.
Cotera Accounting FL
Bad customer service
Bad customer service, it used to be a great company.
Luz E Steege
No longer the best Customer Service
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.
Ricardo Rivas
Customer support is always reachable
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.
aysel mansley
I have used Drake for years and…
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.
Aulton Mitchell
