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I am writing on behalf of Thomson Reuters (Tax & Accounting) Incin response to Complaint ID #*** (the "Complaint") submitted by Mr*** *** of the firm Sherburne & Dahl, Ltdon May 5, In the Complaint, MrDahl raised issues related to billing and continued access to
the Thomson Reuters GoSystem software after the expiration of his subscription Thomson Reuters denies the claims made in the Complaint related to improper billing and access to the software as more fully detailed in this response letter. Specifically with respect to the claims made regarding the increase in fees due to an implied change in the subscription pricing, Thomson Reuters did not unilaterally change the pricing for the subscription We believe the "variable" pricing referenced in the Complaint is a reference to the transactional pricing for the e-filing of returns, which is a standard practice in the industry and was always a part of the firm's subscription There was an increase in pricing during the period referenced, but that was caused by increased filings made by MrDahl and his firm We had multiple conversations with MrDahl to explain the agreed pricing structure and offered him alternative pricing options to try to address his firm's specific use cases, but MrDahl did not accept them MrDahl's firm's contracted subscription expired at the end of October and our team advised MrDahl on multiple occasions that his subscription would expire at the end of his subscription term and that his firm would ultimately lose access to the software if the firm decided not to renewNotwithstanding the expiration of the subscription, his firm was actually provided a "grace period" with limited access to the software until April 2017, which allowed the firm to retrieve any of its data as well as complete any returns needed Our records show that MrDahl or his firm did, in fact, obtain a bacopy of its data in mid-November However, he also wanted continued access to the software after the subscription term expired to obtain prior tax returns, and presumably, for filing purposes Access to a firm's historical tax returns beyond the term of its subscription (and in this case, it was even after the "grace period") is an additional service, but we also offered MrDahl this option at a reduced fee, but he rejected that offer as well It is noteworthy that MrDahl could have accessed the historical returns and performed the tax filings (up to the number his firm had paid for), if he had done so within the subscription term that was contracted for In any event, we value our relationships with our customers and try to work with them in good faith to address any challenges or special requirements they may have We believe we did so with MrDahl and his firm in this case We remain willing to work with MrDahl and his firm in a reasonable manner to try to reach a mutually acceptable resolution Our Team did have a discussion with MrDahl and his Tax Manager this morning to try to resolve the matter and I understand that the conversation was productive However, they have already completed the returns at issue in an alternate system, so there was no further resolution required. Please let me know if you need any additional information. Sincerely,Eric RBradleySenior Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to the Thomson's claim that our filings increased and our software subscription term had expired is incorrect. Specifically, we had about the same amount of tax returns as in prior years and the price structure assigned to our last 3 year contract renewal was totally different than previous years. Not until I initiated multiple conversations in the third year of our contract did Thomson's sales representative mention a fixed efile option. The fixed efile option should have been mentioned during our initial contract renewal. Thomson knew how many tax returns we processed but had no sense in considering which contract option would be the best for our firm. The fee increase was very noticeable and Thomson was willing to agree to a fixed fee option in the third year after determining the option was not originally offered to us, but was not willing to give any credit for the precious two years.      My main complaint deals with closing down our firms access before the 2015 tax year, including extensions, had expired. We could not efile 2015 nonprofit tax returns that were properly extended to 5/15/2017 because Thomson closed down our access on April 16, 2017. We had these returns complete but could not efile them until after 4/16/2017, because the nonprofits audits were not complete. Thomson closed down our entire access after countless efforts to remind them we had properly extended 2015 tax returns still outstanding. They totally ignored our tax manager and my efforts to get this through to them. We also have paid for and unused tax locators with no access to the 2015 or prior years programs or tax returns. I'm guessing I will never see a refund, nor access to use them. Thomson was more than willing to allow us re-access to only the 2015 tax year again for an additional large fee, something I declined to due because our new provider was willing to allow us unlimited prior year access for the same fee. We purchased the 2015 and previous 12+ years of Thomson's tax software with little complaints. The contract talks about the tax years included and that is what we purchased. The "grace period" is something we consider beyond the extended due date of a properly filed tax return. The contract covers the tax years for which we purchased and should have access too, not just a renewal period for which to notify the vendor you wish to continue on.  In any event, we also value relationships in which it is a win-win type of relationship. Unfortunately, we don't think Thomson considered this in their last contract renewal, nor acted in good faith when they denied us access to file, paid for, 2015 nonprofit tax returns within the nonprofits extended due date.  Our tax manager and I had discussions with their personal and there seems nothing we haven't done already to correct our clients last minute filings with an alternative system. We have moved on and I doubt we will gain any access to prior year tax returns completed and paid for with Thompson's tax software.  I hope a lesson is learned.A first time and hopefully last time Revdex.com filer.Respectfully, [redacted]
Managing Shareholder      The returns were for the 2015 calendar year and were properly extended due to an audit report was needed to be finalized before the nonprofit return was due.     
Regards,
Kris Dahl