Thomson ReutersReviews 

Criminal billing and practices organization. Literally a fraudulent company trapping people into billing and refusing to let them cancel. STAY AWAY AT ALL COSTS. AVOID LIKE THE PLAUGE.

Signed up to speak to a salesperson to learn more about how this AI platform could help me. Was scheduled for the appointment by “Mikaila Cooper”. “Mikaila” cancelled and we re-scheduled. This happened THREE times!!! Clearly my time means nothing to these people! After “Mikaila’s” third cancellation and blithe “We need to re-schedule”, I let “Mikiila” know that I did not appreciate such disregard for me and my time, that clearly I had no value in their eyes, and that this was also likely an indication of their overall customer service. I will not be looking further into the AI program because the very human element behind it is negligent and disrespectful.

The core product has merit. The price point, however, at over $800 per month, is very difficult to justify given the operational failures that accompany it. The client portal does not function. Over the course of a single month, I received the same information request five separate times, purportedly from five different people. I suspect the customer service department relies heavily on AI and that no human reviewed these communications before transmission. This represents a basic administrative failing that should never occur at this price level. A product marketed to legal professionals demands precision and reliability. This product delivers neither. This level of mismanagement is simply unacceptable.
I have been in practice for over 25 years. I have never encountered this level of administrative dysfunction. That statement is not a throwaway remark. It reflects genuine astonishment that a company of Thomson Reuters' standing delivers so poorly on the operational side. Legal professionals would struggle to find worse administrative performance anywhere on the market. I strongly urge all legal professionals to avoid this product and to seek out better alternatives. I do not recommend CoCounsel at any price until Thomson Reuters addresses these issues fundamentally.

I have used Thomson Reuters products in my accounting firm for years, but recently their billing practices have become PREDATORY. They bill at least a quarter in advance and send late notices before renewal dates are even close. I asked them about it was told that is so clients can edit their product renewals. However, when I tried to edit, they changes were ignored. Then, after the renewal date, I was told I had to complete their form - and by the way, no cancellations can occur after the renewal date. The only thing I can think of is that their sales people are paid for every renewal and so they are anxious to see them come in. This year alone:
We were sold GoFileRoom (14k per year), which we were told would incorporate ALL of our products then found out later we still had to buy all the other products. Billing for products started in January 2026, yet the renewals were not until May and August 2026. We began requesting clarifications and changes to our renewals in January, constantly talking to the sales people and sending corrections to the customer service/accounts receivable department. Then, after the renewal date they requested that we fill out "their" form. And guess what happened - the least expensive products were changed and the more expensive products were deemed to have been requested too late. We spoke with a representative about Guided Assurance and how THAT would solve all our problems and we wouldn't need the other products. We never agreed to purchase this product, yet we were billed for it (another $14 k a year) We are a two person form and would end up paying over $30,000 a year for all the products this company is billing us for. This reminds me very much of when the toner companies used to call and ask what kind of copier you had and then send and bill toner you never wished for.

I would like to start a class action suit against this company. Are there others who have had these same problems?

Thomson Reuters has the absolute worst customer service along with fraudulent shipping of books that were never ordered. I had ordered legal books from Thomson Reuters for about 20 years+. My ordeal with them began in April 2025. A "representative" Kevin Wozniak emailed me to thank me for my subscription to a number of books, none of which I ordered. I am licensed in Washington and they sent me a Oregon court rules book for example. I promptly emailed and told them that I did not make an order, but I was ignored and the books arrived anyway. When I asked for a shipping label to send them back at Thomson's expense, they promised to send it on two occasion but never did. I then had to send them back at my expense. Thomson then denied receiving them and I had to send my USPS receipt with tracking number which I thankfully kept. I then received an email from a different rep apologizing. I thought it was resolved but the worst was yet to come. I then started getting billing notices with late charges from yet another "rep" Clarence Joy Ramos. I sent emails documenting that I did not order these products and that I had sent them back. I then received another apology email from Clarence Joy Ramos and indicated that yet another "rep" was being "looped in" to resolve this. The other "rep" never responded. The billing notices continued with added late fees. Finally, I just received a collection notice from Thomason Reuters. I have responded in writing and now I am done with them. They can do what they want as they are 100% in the wrong. Quite clearly some rogue rep sent me products I never ordered to increase his sales or commissions. This is a horrible company. I have terminated all services from them after all of these years. I would rather go without a needed supplement than deal with them ever again.

This is the WORST company one could deal with. We paid large sums of money to subscribe to their GO FILE ROOM software that is all cloud-based. Our firm has gone paperless, so ALL data within our firm is stored in THEIR cloud.
Their billing department and customer support department are TERRIBLE!!! Our firm had paid them in excess of $50,000 on this product, and due to a question on a bill, we tried to get in touch with someone to answer our billing question. We got the total run around, and when the bill was not even 30 days old, we were deactivated from the cloud, leaving us with NO file access. It was similar to having a fire! We were unable to operate our firm for several days until the billing issue could be resolved and a payment made.
This happened again with a bill that was less than $50 underpaid, due to a correction they made on a billing statement. The bill was less than 30 days old, and their company once again cut us off from access to our files in the cloud. Their billing department informed us that an underpayment of even $5 would deactivate our access to our only filing system!
Do NOT buy products from this company. If we could rate them less than one star, we would give them no stars. They are that bad!!

One of the worst customer service and technical support you will ever run into. When contacting their customer support service expect to wait between 1-2 hours and their Live Agent chat is a hot mess. After delays with their AI which just forward you to sites you can already search. You finally get a live agent that is not useful as well. They just give you the run around and forward you to other customer service or technical support. Putting you on hold and when trying to get a call back with an issue that needs resolved same day. The earliest is next business day. Expect this type of delay and services from a company with a non existing customer support.

I placed an order for products which they happily charged to my credit card. Then they placed a second charge to make sure my credit card was "correct". I did not authorize the second charge. When I called she could not cancel the order which I decided to do since the company is charging my card without authorization, she said I would have to call back the next day and wait on hold again.

Apparently I subscribed to one of their products. I thought i just purchased the product, but i actually subscribed for this annually on an auto subscribed.

When i received the invoice i tried to cancel, however according to the T&C's i needed to cancel prior to 12 months to not be autorenewed. TR invoiced on the 13th month and i didn't get any reminders. Now they are waving the T&C's in my face saying i must pay. For a company that provides legal resources, this is really a terrible experience.

Have used UT and also have had conversation with the marketing team. Because they are 'market leaders' there is a built-in arrogance that is almost in all aspects. Currently attending one live webinar to get CPE. After flashing the poll question on the screen, they don't even keep it on the screen for more than few seconds. Additionally, they don't even announce poll results like many other courses do.

Thomson Reuters's software products for accounting is shitty. Also, their sales are liers. They tricked us to buy their software to replace our current quickbooks desktop. They told us that their software for accounting is the right replacement for quickbooks, which is lying after we first used their software to try to merge one of our small clients. We got so much headaches. They charged us for their liers and their software problems. Okay then, we found out that their employees for solving their software problems are really inexperienced because they could not give us the answer right away instead they asked us to spend time sitting on the phone with them and paying for them to search around. We are all accountants. Our time is money too. We first thought their software would save time for us. At the end, we cannot use their software due to their software problem. And we need to pay $30,000 for them to sit their and paid extra money for them to support their useless employees. We lost over $30,000 now without any benefits and not even using their software for any our clients at all. The most shitty thing in the world is our small business needs to be taken advantages by those big companies by the contract we signed 6 months in advance with me for the launching. If you are small business owner like us, please please please make sure that don't listen to their lies anymore. Otherwise, you would be the next one like us.

I have used both Lexis and Westlaw and Lexis stands far above! Westlaw was not intuitive or comprehensive in comparison. I was not impressed with the customer service or the price of Westlaw. In fact, there was little about this company that I felt I could compliment or recommend. In short, I would choose Lexis without question.

Terrible Experience – Unethical Practices and Zero Customer Care

I had a 12-month contract with this company for access to their legal database. Once the contract expired, they continued invoicing me without any communication or consent—even though I had not used the service at all. I initially paid one invoice, thinking it was my fault for not giving formal notice. After that, I provided written notice, which they acknowledged, but completely ignored.

Shockingly, they kept charging me month after month—£400 each time—claiming the contract auto-renewed, even though I had clearly and timely cancelled. They refused to listen or engage in any dialogue. Eventually, they handed the matter over to debt collectors. I explained everything and got the debt put on hold while attempting to mediate, but the company still refused to cooperate, so collection efforts resumed.

Their handling of this situation has been outrageous—disrespectful, unethical, and aggressive. It feels like a deliberate tactic to extract money with no accountability. What’s worse, although they claim to be “Thomson Reuters London,” everything is outsourced to India and customer service is non-existent.

I am now pursuing legal action to recover my money, but I strongly urge others to stay away. Do not trust this company. If you value transparency, fairness, and decent business practices—look elsewhere.

My Reallegal software account got completely screwed up when my autopay credit card was hacked. I replaced the payment method and have been screwed over ever since including my account access being shut down. I spend hours on hold, countless emails, and customer service who do not have a clue.

I am tired of being lied to. I have a national firm and cannot access my account for my legal work.

Nobody cares. They need to be sued. Asian call rooms that have no idea what is going on.

Today is 3-21-25 My account is still not resolved. You have all the money for my account and I cannot make a legal transcript because my account was turned off.

TR makes it nearly impossible to cancel services. There are many roadblocks, and then there is a tiny window in which to provide the extra documentation that may be required - miss it, and you have to start from scratch. Customer service is dreadful. There are many many confusing and opposing notifications. Have been trying since September to cancel- it shouldn't require endless administrative work to cancel.

BEWARE of their autorenewal. They don't tell you about it and will trap you into another year long contract if you do not cancel within 30 days prior to the autorenewal date. No flexibility whatsoever. Their customer service is the worst.

There are many legal softwares out there, much better and up to date. I will not do business with them again. Save yourself the headache and stay away.

THIEVES....Don't do business with this company. They lie, they overcharge consistently by telling you stories they cannot back up with evidence. STAY AWAY from this company.

Poor poor experience
Just trying to obtain some basic pricing to access pratical law. They just will not give a price. They want you to have a meeting witht their product specialist team? And set up a trial. We have used it in the past and found it useful hence a revisit. if I like a car and want to buy it I do not need a tour of the showroom to look at other cars. Just bsell me the car before I just walk away and leave it! Crazy

Thomson Reuters used to be an excellent company to work and advertise with, but over the past two years, their customer service has significantly declined. If you encounter an issue with the portal or have a question and need assistance, it’s a struggle to get help. Even if you manage to reach someone after being transferred multiple times, they’re often reading from a script and may have limited English proficiency. After 20 years, we finally left due to the growing frustration.