Drake Software, LLC - Franklin, North Carolina

C B.

The team at Drake provides exceptional customer service when trying to sell you their products, but that ends the moment you make a purchase. Once you start experiencing issues or have questions—especially about features they conveniently fail to mention during the sales process—they will completely ignore you. I’ve reached out via email, phone, and text for support, only to be met with silence.

SAVE YOUR MONEY. There are plenty of more affordable software options that offer better service and even include cloud functionality—something Drake charges an extra $99 per month for. Don’t be afraid to learn a new system from scratch; you’ll be surprised how quickly you can adapt, especially with software that is far more user-friendly than Drake.

sandy B.

⭐ Honest Review of Drake Software – Poor Customer Service Experience
I’ve been using Drake Software for a while, and I’m very disappointed with the quality of customer service, especially after multiple frustrating interactions.

Every time I call for help, I often get representatives who seem uninformed or uninterested in assisting. I’ve even been told to "Google the answer" or heard responses like "I don’t know" repeatedly — which is not acceptable when I’ve paid for professional software and need technical support.

Today, I spoke with a representative named John at extension 4963, and unfortunately, he was rude, unhelpful, and acted like he didn’t want to be there. If someone doesn’t want to do customer service, they shouldn’t be taking calls. His attitude made the situation worse, not better.

Out of maybe 10 calls I’ve made, I was lucky to find 1 or 2 people who actually knew what they were doing. That’s not a good ratio when you’re relying on a company for tax software support — especially during the busy season.

On top of that, Drake is not user-friendly, and the overall experience has pushed me to look for better software alternatives. I’m sharing this review in case others are facing similar issues. Reliable software should come with reliable support — and unfortunately, Drake Software is not delivering that right now.

Eric G.

Drake Tax has been my go-to tax software since 2017, and it’s been a game-changer for my practice. As an Enrolled Agent with over 20 years in the business, I’ve used several tax prep programs, and Drake consistently stands out for its reliability, efficiency, and excellent customer support. Industry surveys regularly rank it among the top tax software, and for good reason—it gets the job done.

Seeing some of these negative reviews, it’s clear that the issue often lies with the user, not the software. Like any professional tool, you need to take the time to learn it, and once you do, it’s smooth sailing. If you’re serious about tax prep, Drake is one of the best choices out there.

Carol P.

This is my 2nd year with Drake. I changed software after being with Lacerte for 30+ years. Superior support sums it up. The software was recommended by a friend and colleague, and I have been extremely pleased. The price is competitive--less than I was paying--and the software gets the job done. Having the portal for clients to submit their information and upload returns is a big plus

Sean K.

I have been a long time customer of Drake Software (more than ten years). Their software was never outstanding or user friendly, but you knew what you were getting and they were relatively inexpensive and had great customer service. In the last two years, the positives from using the system have disappeared. They appeared to have fired all of their customer service agents who knew anything about the software or tax law and my pay-per-return software cost has nearly doubled. Their prices have increased so much that they are now at the same cost level with much better software providers. Unfortunately, it's too late for me to do anything about it this year, but I will not be returning to them next year. I highly suggest that anyone considering their software do a search so that they understand what they are getting into. They seem to think that because it's hard to change tax software vendors that people won't. I plan to prove them wrong on that.

Jamal S.

I've paid for my 2024 software, however, I have yet to receive any download link or anything. I've been calling support for the past 3 days and have been told that the situation is being escalated. I've received 1 call while I was at work and couldn't get it resolved. I respectfully asked for a call at a later time, but I haven't received any help on the matter. I've called so many times that I've reached the same agent multiple times. No one on that level can help me and the higher ups apparently don't feel like it's an issue they need to be bothered with... I honestly do not like to leave bad reviews, my business relies on good reviews as well. However, I feel like my situation isn't being taken seriously and I'm out money that I really can't afford to lose.

Ed A.

The customer service is the worst by far. I have called many times for several different problems with the software and payments and not a single issue has been corrected. They claim to escalate the problems and will call back. I have not received a call back on anything. The employees are not trained to help and are very rude. Every problem I have had is “the first time they have heard of that”. Very unprofessional and useless support all over. I regret going with Drake and I will be changing next year. Drake pay has lost all of my credit card transactions and cannot find where they have sent my customer payments

DAVID R.

I've been using their software, for over 1 years mainly, due to the cost. Its fine for about 80-85% of the personal returns we do during season. For the remaining complicated returns, with sophisticated K1's involving oil & gas , leasing, etc, we use Ultra Tax PPR, since Drake can't handle those.
Drake is perfect for a one person office, like mine, that can't justify the cost of paying $7,000-$10,000, for more powerful software like Lacerte, or the complete Ultratax suite of software