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AK

Angie K.

Revenue Accounting Manager

Mid-Market (51-1000 emp.)

8/16/2019

"Support not as expected."

2.5/5

What do you like best about Vertex?

The developers for the GP connector seem to be very knowledgeable and more helpful once we can obtain connection. Review collected by and hosted on G2.com.

What do you dislike about Vertex?

Customer support is sometimes non-responsive and difficult to provide solutions. We find errors in the calculation rules and problems with our reports and returns and many tickets have been submitted since May and still not resolution. Review collected by and hosted on G2.com.

Recommendations to others considering Vertex:

Some things are really dynamic and slick about this application. The more knowledgeable you are about expected taxabilty rules you are familiar the better. The software is flat out wrong and in need of reprogramming in the more complicated states such as Colorado and Alabama. Customer support is slow to respond, often times ignoring tickets and even slower to make necessary updates. Review collected by and hosted on G2.com.

What problems is Vertex solving and how is that benefiting you?

We became compliant in 29 additional states at one time. We appreciate having a tool to charge sales tax on our multiple transactions and we are not having to keep up with rates and jurisdictions within our accounting software. Review collected by and hosted on G2.com.

UM

Verified User in Mechanical or Industrial Engineering

Mid-Market (51-1000 emp.)

8/7/2019

"Vertex has had performance issues"

2.5/5

What do you like best about Vertex?

We like the ability to work view various reports, return generation, and the extra verification when adding exemptions certificates directly to the system. Review collected by and hosted on G2.com.

What do you dislike about Vertex?

We have have several issues with outages that have caused us to lose the tax calculations on our invoicing jobs. We have also had time with authentication of a date entered for an exemption certificate has failed and locked us out of the system for days. While customer support was willing to help the process was slow and not estimated time frame of completion was given. Review collected by and hosted on G2.com.

UI

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

8/6/2019

"My boss picked Vertex because it cost less than the other guys. "

2.5/5

What do you like best about Vertex?

It generates pdf copies of tax returns. Review collected by and hosted on G2.com.

What do you dislike about Vertex?

Getting useful information from a teenager is easier than getting useful information from Vertex. Review collected by and hosted on G2.com.

Response from Jen Armstrong of Vertex

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I am sorry to hear about your unpleasant experience with Vertex Cloud. I’d like to offer you the chance to connect with Sophia Graesser, a dedicated member of our Vertex Cloud Customer Success team, to discuss the issues you are experiencing and future support offerings in further detail. Please email Sophia at sophia.graesser@vertexinc.com.

UR

Verified User in Retail

Enterprise (> 1000 emp.)

9/12/2017

"Pretty good software with some support issues"

3/5

Describe the project or task Vertex helped with:

Sales tax automation at the POS level. Implementation of product updates and patches. Review collected by and hosted on G2.com.

What do you like best about Vertex?

By far my favorite feature of the product is the ability to create custom rules with IF statement logic. It allows for the ability to manipulate variables to pull off about anything. We run into some strange rules in certain states regarding taxability of certain product lines. Review collected by and hosted on G2.com.

What do you dislike about Vertex?

The support we've experienced has been lackluster. The first line of support that fields most service requests seem to not have a thorough enough understanding of the product to resolve most issues. Most of these issue are then handed off to a development group for resolution. Review collected by and hosted on G2.com.

Recommendations to others considering Vertex:

It is probably worth upgrading to the paid support for this product. I think the product itself is good, and our company has been a bit behind with technology of some of our systems, which has exacerbated some of our issues. The second tier of help support has been much better at trouble shooting our various issues and concerns. Review collected by and hosted on G2.com.

What problems is Vertex solving and how is that benefiting you?

In our industry we have some weird tax treatment of certain items. Vertex allows us to write rules to address those instances. Review collected by and hosted on G2.com.

Response from Jen Armstrong of Vertex

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Thank you for your feedback. Most customers give us positive feedback on our support, but we are always striving to improve. We have recently made changes to enhance our ability to support our clients, including launching a new customer support portal, internal process changes, and support rep training.

CA

Verified User in Accounting

Mid-Market (51-1000 emp.)

8/21/2018

Business partner of the seller or seller's competitor, not included in G2 scores.

"Interesting technological tool to help worldwide business"

2.5/5

What do you like best about Vertex?

The data base and the structure of the platform, and the results that can be obtained mainly for an international group. Also the capability to provide this kind of courses to known deeply the tool as well as the adaptability that the solution provides to each country. Review collected by and hosted on G2.com.

What do you dislike about Vertex?

Unfortunately, for Mexico is not that useful yet, since we have Value Added Tax based on cash flow, so if the SAP is not adapted to recognize entries and payments directly (which are the most of the cases we know) that would be not that easy to functional. Review collected by and hosted on G2.com.

UC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

8/7/2018

"Finance Manager"

2.5/5

What do you like best about Vertex?

Ease of transaction & summary reporting/extracting data Review collected by and hosted on G2.com.

What do you dislike about Vertex?

Geo codes drop leading zeros on export. Cannot find a way to get around this. Also, it does not reverse tax that was initially invoiced upon a return if the tax rate has changed since purchase. this causes a lot of problems. Review collected by and hosted on G2.com.

AL

Verified User in Logistics and Supply Chain

Enterprise (> 1000 emp.)

7/31/2018

"Vertex O series"

3/5

What do you like best about Vertex?

Ease of use and for use and sales tax calculation Review collected by and hosted on G2.com.

What do you dislike about Vertex?

price and performance for large company use. Review collected by and hosted on G2.com.

DV

Dimitri V.

Java Developer

Information Technology and Services

Small-Business (50 or fewer emp.)

10/25/2017

"Vertex from a dev point of view"

3/5

What do you like best about Vertex?

The support, in my opinion the company provides a fast and full support. Review collected by and hosted on G2.com.

What do you dislike about Vertex?

It Is not fast as the customer actually expect Review collected by and hosted on G2.com.

RK

Ravi K.

Chief Information Officer

Consumer Goods

Enterprise (> 1000 emp.)

9/12/2017

"Expensive and not so reliable"

2.5/5

Describe the project or task Vertex helped with:

We used to use the Vertex L series in the past and moved to the O Series in October 2016. We find it to be a much more expensive solution. What is bothering us the most is that we have had a lot of outages. They are supposed to have a redundant platform with auto fail-over capabilities so, it is quite unsettling to see so many outages that impact our ability to transact with our eCommerce customers. Review collected by and hosted on G2.com.

What do you like best about Vertex?

It is cloud based and does not require local servers Review collected by and hosted on G2.com.

MB

Mike B.

IT Manager - Manufacturing Operations

Construction

Enterprise (> 1000 emp.)

9/12/2017

"Advanced Drainage Systems, Inc."

3/5

Describe the project or task Vertex helped with:

Vertex Consulting has been fantastic. Sheriff Raghavan and Vito Bianco are first class individuals with an immense amount of knowledge and helpful people skills. In our case, they supported build, implementation, Go-live, and post-Go-live support. Review collected by and hosted on G2.com.

What do you like best about Vertex?

The accuracy of the information provided. Review collected by and hosted on G2.com.