Thursday, February 24, 2022 Verified Review #100281 Diego Rodriguez CPA, MST, MSA from Lurod Financial Group (2 - 10 Employees) Three years ago (2019) I, Diego Rodriguez, a CPA firm owner, used Intuit Lacerte as my tax preparation software in a hosted environment. I was recommended Cloud9 Real-Time by intuit as the recommended hosting platform for their software. The vision I was sold by both parties was that Cloud9 had a very simple process to upgrade the software when new software updates were released. Unfortunately, it did not work out that way. Each time I needed a software update, I went through the portal to make the request and the update were not processed on a timely basis (within 24 hours). I would have to call the technical support line, speak to an agent, explain why my update was critical and process the update. This was very time consuming and by far not what I was promised. I signed a three-year contract with Cloud9 Real-Time which was acquired by Abacus Next & Abacus Data Systems. About a year later, Lacerte, stopped recommending Cloud9 and partnered up with Right Networks and the process did work as promised. Needless to say I had a significantly better experience. Since I was under contract until October 20, 2021. I paid for over 18 months of the service even though I was not using it at all because I signed a contract and kept my promise to pay for three years. My account representative Scott Pickens was well aware that I was no longer using the service because I expressed my displease with him and told him I had no intention of renewing. When my contract expired, they automatically renewed it for one year because there is an auto renewal clause in the contract. When I asked Scott why was my contract auto renewed, I was informed that multiple attempts were made to “call me” and no response was received. I asked well why didn’t you email me asking if I wanted to renew to which there was silence. Scott stated we would need to escalate this situation with the legal department who are the only ones that could end the contract. Scott asked me why did I not send the written cancelation form as stipulated in the contract?Here is why, I had a user the I had communicated via the proper form to Scott a year earlier to removed access to stop the billing. I personally removed the access through the self-service portal. When I did my annual security system audit I realized that the user was still being billed. I contacted Scott to ask why was that the case. It took two months and me forwarding Scott the same email multiple times for him to acknowledge receiving it. I did not trust the form submission process as I was failed before. I order for me to get out of being billed for another 12 months by Abacus Next I had to cancel my credit card. Instead of doing the honorable thing and refunding my account from November through February as I had indicated I would not review they did not respond to my messages. I paid them for a year and a half without using their service and this is the way the relationship ended. I in good conscious cannot let someone sign up for their services without knowing my experience and the way you will get treated if you do business with them. Sincerely,Diego Rodriguez Overall RatingEase of UseFeaturesValue for MoneyCustomer SupportLikely to Recommend Did you find this review helpful?