Lacerte Software

LaCerte was EXCELLENT in handling my issue. The representative guided me step-by-step to resolve every concern. I rate LaCerte Support team an absolute "10".

For the first time in over 22 years I am being charged for REP when I haven't prepared or filed returns. I spoke to several customer service people who assured me I would not be charged. Yet I am. I was told I could request a credit but program will not allow. Customer service is bad!!! New Rep access in the program this year sucks!! No one I spoke to can resolve my issue. So I will be looking for new software that has better customer service and prices. I will also be sure to let all tax preparers I know and my associations know how bad Never will recommend againLacerte has become.

Over the last few years Lacerte has really taken a dump in customer service. It used to be worth the cost; no more. Last year was a nightmare trying to get through to anyone who could assist with any amount of competence. For the 2020 season, there were multiple calls for a single issue. No one knew the first four times how to operate an area of the program either. I am so happy to know I don't have to listen to the awful on hold music loop.. I spent way too much time listening to that in the last two years.

Ive been a customer for twenty years and paid over $200,000. Called in timely for renewal but was required to speak with my specific rep who didnt make contact by the deadline. Now they require me to pay $2000 more. Im furious. The company doesnt value customers

I have been a Lacerte user for more than 25 years. The product has been excellent up to the point when Intuit Systems purchased them. There are more and more program defects, [no longer computes Florida depreciation property, new programming on Qualified Business Income Deduction has limitations and limitations on e-Filing functionality]. The company has not been responsive to correcting any of these defects. Technical support is excellent to the extent they can be.

My company is a small CPA firm in NYC. We've been subscribing to Lacerte's tax software for the past 4 tax seasons. Unfortunately, after the first year, the quality of their technical support personnel has declined year after year. The last year has been nothing but a horrific nightmare when dealing with technical support. Wait times have been almost an hour at times or 20-30 minutes if lucky. Their support personnel have absolutely no knowledge of taxes or accounting. They are unable to answer very basic questions on how to use the software to get the results expected. I understand they are not there to answer questions regarding tax laws or accounting concepts, and I wouldn't want them to either as my accounting knowledge is far more superior than theirs. However, when asked how was a certain number on a certain line on a form was calculated by the software, it is their responsibility to show me and they have failed miserably. Also, their attitudes are like "go figure it out yourself" or "we're not here to do your work for you". On another occasion, when trying to prepare a multi-state return, my client was being taxed by the software in 2 states for the same job which was clearly wrong. The support rep involved had no idea how to fix it and simply didn't care. When I asked him to try putting himself in the client's shoes and if he'd want to be double taxed by 2 states for the same income, he raised his voice, gave me a temper and used very unprofessional language. Then there was another occasion where I was trying to adjust a number on a line on the schedule A. The rep, after trying for literally over an hour, told me to surpress the schedule A and use standard deduction. When I asked her what to do about the additional $30000 in taxes my client would be subjected to, she had no answer. The list can go on and on, but bottomline, Lacerte's technical support was a complete nightmare, with representatives who are clueless and don't care about the consumer whatsoever. I also was not thrilled about the design of the program where partial payments can be made electronically by NY State full year residence but part year or non-residences can only make full payments electronically or would need to mail in payments if they are partial. Where is the common sense when designing the program? Lacerte will never see another dollar from me or my firm again!

April 3rd 2018 - Made us do an update during the day. After the update I can't login. Every computer in our office is in the same situation. When you call customer support you can't even talk to a person. You do get a recording saying we are aware that no one can get into the program. At this time we don't have a solution. Try to login again later. You cannot count on this software or this company! Absolutely the worst customer service for an inferior product! April 3rd 2018 - Made us do an update during the day. After the update I can't login. Every computer in our office is in the same situation. When you call customer support you can't even talk to a person. You do get a recording saying we are aware that no one can get into the program. At this time we don't have a solution. Try to login again later. You cannot count on this software or this company! Absolutely the worst customer service for an inferior product!

I have been a lacerte pro series customer for 20 years. I have made 4 phone calls trying to get my 2017 tax software updated and my clients information brought forward from 2016. every service rep has been unable to do it correctly. I am now waiting for over 30 minutes to get thru to try it again, I feel as I am in business to do my clients work not to deal with horrible sales reps from lacerte. I have never dealt with such poor service I need someone that knows what their doing to help me from lacerte

THIS DISGUSTING COMPANY MESSED UP MY DATA WHEN A TECHNICIAN "REMOTE ACCESSED" MY COMPUTER AND CAUSED A PROBLEM BY COMBINING MY 2011 THRU 2014 THE EXPENSES WERE ANOTHER COMPUTER TECHNICIAN BILL OF $700 AND A LOSS OF CLIENTS FOR ME OF OVER $25,000 PLUS ADDITIONAL DAMAGES NOW AS THEY WILL NOT RELEASE MY ACCESS TO PREVIOUS YEARS PAID FOR. THEY ARE RUDE AND KEEP ON SAYING THEY WILL "ESCALATE THE MATTER" AND GET BACK IN 24 HOURS. THESE ARE LIES AND LIES AND SOMEONE CALLED BACK IN MANAGEMENT A YEAR AGO AND OFFERED ME $500 WHICH I TURNED DOWN. THEY SAID SUE US. WHAT CAN I DO TO PUNISH THIS DISGUSTING COMPANY AND IS NOT THE TECHNICIANS AS THEY FEEL FOR ME AND TRY HELP, BUT ARE BLOCKED AS ONLY A "MANAGEMENT" KEY EXECUTIVE HAS TO RELEASE THE CASE. SO I WILL FILE CLAIM AS I HAVE NO OPTION AS THEY WILL NOT SETTLE THIS IN A GENTLEMANLY MANNER AND THEIR ATTITUDE "STINKS". IS THERE ANY LAWYER WHO WOULD HELP ME AS I AM DESPERATE WITH A HANDICAPPED SON AND ONE THAT COMMITTED SUICIDE, SO I WORK OUT OF MY HOME. I CAN GIVE A CHARITABLE CONTRIBUTION RECEIPT FOR THAT PLUS $ WHEN SETTLED. LENACCT@***.NET (818) 439-****

I have used Lacerte for 30 years and I had been VERY happy with them the first 25 years or so. Their prices exploded five years ago but at least the product and their tech help remained very good. This year (2017 for 2016) Lacerte has been plain awful. They screwed up input pages 10,18 and 25 in particular with their multiple updates of the week of March13th. I was kept on hold for 15 minutes one time and 48 minutes another time ! The first tech was clueless and the second tech helped correct the prep file only. I pay $18,000 a year for this ?????? We are to the point of deleting half of the input pages on clients carried over from last year and reentering all the data. Then I will seriously explore other programs for next year. This is slowing us down and we're following behind. This can't continue.

I have been with LACERTE from the '80's when it was PW Software. I had a problem CONVERTING 2013 & 2014 to 2015. They took over my machine and F'd MY DATA UP AND COMINGLED 2 YRS AND COST MY COMPUTER REPAIR FOR MY GUY TO HELP ME SOLVE THE ISSUE AND LOST A WEEKS BUSINESS. THEY OFFERED ME $500 REFUND MY COMPUTER GUY CHARGED ME $700 for SUNDAY SERBICES and EMERGENCY AND THEY STILL COULD NOT SOLVE IT. AGTER SPENDING 4-5 HRS ON A SUNDAY AND ANOTHER 10 HRS AFTER, THE HO WAS SOOOO MEAN AND ALL THE SUPV LIED AND NEVER HOT ANY CALLS BACK. THEY REALLY ARE A BUNCH OF ?, NOT THE TECH GUYS, BUT THE SIPV AND CORP OFFICE. ANYONE ELSE HAVE A LAWSUIT I WANT A LAWYER IN AZ TO SUE THEM OR CAN I SUE IN LOS ANGELES AS THEY DON'T HAVE AN OFFICE HERE. CAN SOMEONE HELP. I HAD A SON THAT COMMITTED SUICIDE, HAVE NO $ AND NEED HELP BADLY. ANY IDEAS PLEEEEZ GUYS OR GALS. LEN (818) 439-****. Or Lenacct@***.net. OR CAN I SHARE YOURS TILL WE SUE OR ? HELP HELP

I've been a very satisfied Lacerte user for many years. Their Tech Support has always been excellent and the install so straight-forward. Trying to install 2016. First time I tried with the provided links, nothing worked. Lacerte Customer Service admitted they took down the software links and the documentation, too many problems. So I waited rather than being one of the first. Now after 2 hours on the phone with a junior support person I'm being told they can't escalate to a Level 2 tech as they know what the problem is they just have to keep going through the steps. I'm on hold waiting for a manager now. At what they charge for Lacerte, this is inexcusable and unacceptable.

I've been with Lacerte for 10 years and got a 13% price increase for 2016 and I do the same number of returns each year. I was told there is nothing they can do about it. Intuit is pricing the small tax practitioner out of their product. I would like to stick with the same software but can't handle the every year significant price increases. If you are thinking about starting out on Lacerte, I would think twice about it because in 10 years you will be in the same situation as me. Now I have to switch tax software packages because Lacerte just got too expensive. I wish I had known this when I started, I would have picked a different company to work with.

I am at the end of my career (health issues, age) having used Lacerte (and TASCO before being absorbed by Lacerte) for 25+ years and am down to 2 corporate and ~ 10 individual returns (most of them family, friends). Last year I was allowed a pass on the upfront charge and just paid the per return price. I had done all the set up for switching software to a more affordable option when the generous offer was made. Now it feels like a bait and switch. Will have to start over with the changeover to other software. Just no loyalty or flexibility.

So now another slap in the face of its customers - Lacerte insists that it will be their way or no way. We now have to print every return twice. Because if we elect to print a tax return to a PDF file we not only get two separate files on disk, we also get two separate files in the DMS system. NO CHOICE! Their way or forget it! What a bunch of ***! Apparently they do not read the reviews that customers write on-line. Although I have avoided switching to another vendor because of the hassle, I now believe the hassle that Lacerte is giving its accounting customers is most certainly more or an inconvenience than switching to another software vendor. They are so incompetent that they could not even offer an option - take it or leave it. I will choose to leave it when it comes to renewal time.