TaxCloudReviews of taxcloud.com

Reply from TaxCloudDec 23, 2024

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience earlier this year and that it left you feeling frustrated with our customer support at the time. You’re absolutely right—our customer support in 2023 left much to be desired. That’s why, starting in December 2023, we made significant investments to raise our standards. We hired additional team members, implemented better tools, and focused heavily throughout 2024 on improving our customer experience and service. These changes have already made a noticeable impact, as evidenced by the many recent reviews highlighting our responsive and reliable U.S.-based support team. Unfortunately, since your account was closed in March 2024, you had limited time to experience the results of these improvements. We wish we’d had the opportunity to demonstrate how much our service has changed for the better. We appreciate your feedback, as it helps us continue to grow and improve. Should you ever consider working with TaxCloud again, we’d love the chance to provide the level of support that our customers now experience every day. Best regards, The TaxCloud Team

Reply from TaxCloudJul 3, 2024

Thank you for sharing your feedback. We are truly sorry to hear about the issues you’ve encountered with our service, especially regarding the closure of your SST account and the complications that followed. We deeply regret that our support did not meet your expectations and that it caused such frustration. After reviewing your customer support tickets, we found that you reached out to us on Saturday, June 22 regarding notices received by states in the SST program even though your TaxCloud account was closed following your outreach in March. On Monday, June 24, our customer support team promptly replied in the morning and discovered the SST board (separate entity from TaxCloud) did not receive our request to close your SST Sales Tax License account with them on 3/31–By the afternoon, TaxCloud Support had contacted the SST board to set the record straight with the proper effective date for the closures as March 31, and the SST board confirmed they were updating every SST state with the information to reflect the March 31 effective date closure. All the subsequent notices you received in the mail at the end of June and the beginning of July were dated before June 22. Therefore, they were issued before you reached out to TaxCloud on June 22nd flagging the issue and can be ignored; as the actions our support team took on June 24 addressed each of those notices, ensuring no penalties and interests were assessed for your business. We have also reached out to you directly to schedule a time for you to speak with both our CEO and the Head of Customer Success. Our aim is to understand your experience in detail and learn from it. We are committed to providing excellent customer experiences, and when we fall short, it is crucial for us to learn and improve. At TaxCloud, we strive to resolve issues effectively and promptly, and it is clear from your feedback that from your perspective, we did not achieve this in your case. We want to assure you and any future customers that when we do not get it right, we are dedicated to making it right and using the experience to enhance our service. Thank you once again for your feedback. We look forward to the opportunity to discuss this with you and work towards a resolution.

Reply from TaxCloudJan 11, 2024

Hi Chris - TaxCloud aims to make our merchants' lives easier, not more complex. I'm genuinely sorry to hear about the challenges you faced with our service and apologize for the inconvenience caused. If there is anything we can do to make things right, please reach out to our Head of Customer Support, Horst, at [email protected]. Thank you for bringing this to our attention and we wish you a successful 2024. The TaxCloud Team

Reply from TaxCloudMar 15, 2024

Hi Mark, We sincerely apologize for the inconvenience and frustration you experienced with our customer service in the past. Your feedback is invaluable to us, and we acknowledge that our previous performance in this area fell short of expectations. Since then, we have taken significant steps to address these issues. Throughout 2023 and more specifically, over the past six months, we have implemented substantial changes within our support infrastructure. This includes upgrades to our support team, the introduction of new tools, and strategic new hires. Additionally, we have launched a dedicated Customer Success Department aimed at ensuring that our service aligns with the quality of our product. Currently, all email inquiries are responded to within 1 business day and 90% are the same day. We understand the importance of timely and effective support, and we are committed to continuously improving our customer service experience. We hope to be able to service you again in the future. The TaxCloud Team

Reply from TaxCloudFeb 24, 2021

Hi Melissa - As you have changed your review 4 times, we'd like to add some facts to the record of your review. 1.) You opened your account and went live in June 2020. Our trial period is for 30 days, it's not indefinite. You had one transaction in Aug, Sep, Dec and Jan. 2 transactions in Feb. 2.) The $100 fee was because your credit card was rejected, which does cost us money to correct, hence the fee. 3.) Upon going live, our base fee for API calls 0 to 1000 is $30 per month. It doesn't make a difference if you do 1 or 999, it's $30. Our pricing is transparently described on our website at https://taxcloud.com/pricing. 4.) You selected our state subsidized service where you collect in all 25 of our member states. If you only wanted to collect in the state(s) you need to collect in you should have selected our other service option. 5.) Your account has been deactivated. Your conclusions and name calling run counter to the facts. We find it unfortunate to receive a negative review that is based on you not understanding our service and pricing. When we make a mistake we'll own up to it, that is not the case here. Best of luck in the future.