Severe growing pains
September 05, 2019
Severe growing pains
Score 4 out of 10
Vetted Review
Verified User
Software Version
Vertex Cloud Indirect Tax
Overall Satisfaction with Vertex
We are using Vertex Cloud to collect sales tax from our customers in the US, and to manage customer exemptions.
- We honestly haven't found one thing they do well, but they are good at passing the problems we bring to them onto someone else.
- Related to that, they are very good at poor communication.
- They excel at filing inaccurate tax returns, and especially at not checking to make sure the returns were accepted by the states.
- It seems as though no one in the organization, from sales, implementation, or support, has a clear idea of how the system works.
- Any US-based company that has a single company code, and plants abroad, is going to run into major problems when implementing Vertex.
- We've discovered that Vertex isn't even able to keep up with the changing tax laws and rates.
- The interface for setting up limited customer exemptions is just atrocious.
- On paper, Vertex has allowed us to meet the sales tax requirements for US states. In reality, they are doing this by filing inaccurate or incomplete returns.
- Price
- Product Features
- Product Usability
- Vendor Reputation
The single most important factor was the integration with SAP. Vertex had convinced us that they were able to easily handle limited customer exemptions, which turned out to be a completely false claim.
No, their support has always been subpar, difficult, and time-consuming. There are a number of issues that have gone on for months, and new issues come up every month when returns are filed and paid.
- We've chosen to limit the integration to just SAP.