TaxCloudReviews of taxcloud.com

Reply from TaxCloudDec 23, 2024

Thank you for the fantastic review, Ethan! We’re so glad to hear that our customer service team has been there when you needed support and that you’ve been able to connect with a real person—something we pride ourselves on. It’s also great to know that our well-documented API made integration easy and that TaxCloud has been a big help in streamlining your sales tax collection and remittance. Simplifying these processes so you can focus on your business is exactly what we’re here for. If you ever have further questions or need assistance, our U.S.-based support team is always just a message away. Thanks for choosing TaxCloud to support your business! 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 TaxCloudMar 11, 2024

Dear Rick, Thank you for sharing your feedback with us. We're truly sorry to hear that your experience with TaxCloud has fallen short of your expectations since you joined our service. Your satisfaction is incredibly important to us, and we take your concerns seriously. Please know that our support team is here to assist you with any issues or questions you may have. We're dedicated to ensuring that you receive the assistance and guidance you need to make the most out of our service. Additionally, we want to assure you that we are actively working on improving our infrastructure and service quality to enhance the overall customer experience. Your feedback serves as a valuable reminder of where we need to focus our efforts, and we're committed to making the necessary improvements. The Head of our Customer Support team will be reaching out to you to gather more detailed feedback about your experience to help us improve and ensure any outstanding issues have been addressed. We appreciate your patience and understanding as we work to address your concerns and elevate our level of service. Should you have any further questions or if there's anything specific we can assist you with, please don't hesitate to reach out to us directly. Thank you for choosing TaxCloud, and we look forward to the opportunity to regain your trust and exceed your expectations in the future. TaxCloud Team.

Reply from TaxCloudMar 11, 2024

Dear Tom, Thank you for taking the time to share your experience with TaxCloud. We sincerely apologize for any inconvenience or frustration you may have encountered with our service. Your feedback is invaluable to us as we continuously strive to improve and enhance our offerings. We understand your concerns regarding price changes and support experiences, we want to assure you that we take them seriously. As an ongoing initiative to improve TaxCloud, we've implemented significant updates to our billing system aimed at providing greater transparency and predictability for our merchants. While we couldn't locate any support tickets under your name, please don't hesitate to reach out via phone or email so we can address any concerns you may have. We're also committed to refunding any overbilling that may have occurred. Regarding pricing, TaxCloud has recently introduced a new billing & plan structure for the first time in over three years. Our pricing structure is transparent and readily available on our website at taxcloud.com/pricing. Our goal is to offer the best possible service at competitive rates, and we acknowledge that there are other options in the market. However, we believe that TaxCloud's combination of calculation accuracy and bundled filing services offers unparalleled value for businesses of all sizes. Furthermore, we are committed to ongoing innovation and infrastructure improvements to ensure that we can deliver the highest level of service and support to our customers. Your satisfaction and success remain our top priorities. Once again, we appreciate your feedback and hope to hear from you. Sincerely, TaxCloud Team