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Sooooooooooooo frustrated with Lacerte this year!!!

Level 1

I'm wondering if other tax preparers are encountering more than normal issues with Lacerte?  Any time I have a question and I type it into the Live Community at the bottom of the program - I get sent to a webpage where I have to re-type the question.  It seems every link I try within Lacerte is faulty.  My caveat is that I have a new computer - which I thought would have helped.  But could it be my new computer??

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Level 2

sed Ultratax last year and was shocked when using Lacerte this year. Ultratax was near flawless. Very, very few glitches and short wait times the couple of times I had to call.

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14 Replies 14
Level 2

I have not used this method of trying to find answers before so this is new. However, the last 5 or 6 times I have called support I have been told the wait is 45 to 55 minutes. That is unacceptable. I even talked to my sales rep and was told Lacerte was aware of the problem and would hire more people. Apparently that has not happened. I have made the decision to change software providers for next year. The pain of staying is far greater than the pain of changing. Lacerte used to be one of the best 20 years ago, but what they are now is nothing compared to what the used to be. They stink. 

Level 3

I agree with you. I've seen Lacerte have hold times of 2 hours.  This is unacceptable. Lacerte does not care about me as a customer. Watch your billing statements. Watch your renewal statements. Lacerte made many serious mistakes with my account which I won't get into here. Lacerte did not give me my $800 discount on my renewal. I called and they said I'm outside of the 30 day window. I told them to think out of the box and that after all of their egregious errors, they need to give me a credit. Billing said they will have someone call me in 24-48 hours. Again, unacceptable. The Lacerte Response team is also ignoring my emails.

Lacerte has been horrible the last 3 years.  Their fees are some of the highest, but the product is becoming one on the worst.  Most of my returns are in Missouri.  The Missouri 1040-V won't be available until 2/19/2020.  REALLY!!!!!  Lacerte is a TAX software company.  How do they not have forms available until mid-February.  What a joke.  We use Drake for our corporate returns.  They have all the Missouri forms available and are 10 times cheaper.  We will be switching in 2021.

Level 2

Interesting. My wife has her own tax practice. She uses Drake and has filed many 2019 returns I have yet to file one. Forms not completed or instructions not completed. February 11 and we still have that issue. Let me decide if I want to file a return with incomplete instructions. I have too many March 2 deadline farmers that I need to file. And their support is the worst. 

Level 2

I agree 100%!!!!  Lacerte is getting worse on form release.  I need Form 8995-A, Schedule D for March 2 deadline for farmers.  The IRS released the form on December 19.  But Lacerte still does not have the form available and they blame the IRS.  I do not know who is right or wrong between Lacerte and the IRS, but I would appreciate if anybody has a work-around for this short of printing 8995-A, Schedule D off the IRS website and completing it and paper filing the returns, which is a last resort solution.  I agree with your post...if the instructions are not final, give us the warning about using the form, but at least get the form out and available for our use.  It should not take close to 60 days to get a 6 line form available for use.

Level 2

sed Ultratax last year and was shocked when using Lacerte this year. Ultratax was near flawless. Very, very few glitches and short wait times the couple of times I had to call.

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Level 2

we prepare a large number of DC partnerships that require an unincorporated franchise return. the first availability was to be Feb. 2 , then Feb. 12. today is the 13th no non watermarked forms.

I too have run into the 55 minute wait, no matter when I call, the problem is due to inclement weather!!!  must be storming over the entire country..

I am very interested in the Drake software, like to hear more comments

I have e mailed CeeCee's office, I do get a response, but still; no forms..

Level 1

I couldn't agree more. Lacerate is now garbage. I cant wait to switch away from this horrible software.

Level 1

Why is Lacerte now such a garbage company ? I have used Lacerte for 20 years very happily but this year it's now the worst company I have ever worked.  Customer service wasn't able to take my payment and to make matters even worse I can't install 2019 software on my newer Microsoft Surfaced Pro computer, it may only be run on an old ass computer that runs Microsoft 7 which is pathetic. LACERTE IS THE WORST!!! I would caution anybody to stay away from Lacerte, they are a complete waste of time and energy. 

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Level 3

I agree. What software will you choose?

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I moved all my business taxes to Drake.  Not sure what I am going to do with the personal returns yet.

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Level 3

Thanks-Is Drake as good at calculations as Lacerte? I've always heard that Lacerte has the best software product in the world, but the worst customer service. I won't get into it in a public discussion, but Lacerte put me through one the worst experiences that I've ever gone through in my life and it was Lacerte's fault for letting a problem perpetrate. I discovered a big problem and Lacerte ignored the problem and allowed it to perpetrate. It was so terrible that I was able to get a small refund from Lacerte pain and suffering.

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Once you get use to Drake it is not too bad.  The cost savings makes it worth it.  There are a few things you must manually enter that Lacerte does automatically, but not enough to spend thousands of dollars more for Lacerte.  I use Drake for my personal tax clients who live in multiple states also.  This way I don't have to charge them so much extra per state.  You pay one price for everything in Drake.  They do not nickel and dime you like Lacerte.  When you call support, someone answers the phone right away and they are the person who helps you.  Lacerte could learn a few things from Drake.  

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Level 1

the 2020 program is riddled with issues.  I have spent HOURS on the telephone with support that has NO idea how to fix said issues.  Been with Lacerte over 25+ years and I am so shocked at the lost time we've spent on issues this tax season.