Review Time
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.
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.
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.
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.
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Established in 1977, Drake Software® empowers more than 70,000 tax professionals nationwide with a trusted ecosystem of technology-driven solutions. Our mission is simple: Deliver reliable, efficient, and secure tools that streamline tax preparation, accounting, and client services.
Drake Workflow™ is our integrated workflow automation solution, connecting our tools and products with real-time tracking, status updates, and built-in urgency alerts. Preparers save time and reduce risk with secure electronic signatures via Drake E-Sign™, while integrated payments through Drake Pay™ help expedite fast deposits — typically within two business days — via credit, debit, ACH, Pay-by-Refund, and contactless options.
Our accounting and payroll solutions in Drake Accounting® simplify bookkeeping, payroll, and financial reporting, while secure client portals through Drake Portals® provide a convenient way to exchange sensitive tax documents. Flexible, web-based tax preparation via Drake Tax Online™ makes it possible to work anywhere with confidence — supported by trusted compliance, customizable workflows, and modern security.
From tax and accounting to payroll and payments, Drake Software delivers end-to-end solutions built on decades of experience and innovation.
Ready to experience the difference trusted technology makes? Download a free trial of Drake Tax® today and join thousands of professionals who rely on Drake Software every tax season.
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