We have built a practice on this product over the last 20 years. We went from 800 returns a year to well over 6000. Unfortunately, I do not believe this product has scaled with the business.
1) Customer service. Queue times this year are 2 plus hours
2) "Please Reinstall" - has been the support lines answers to all our issues.
3) Product instability/performance. The bigger your Homebase, the longer the app load time. I've been buying High RAM/High CPU desktops for my entire staff to meet the needs of this program. By March, it's not uncommon for ProSeries to take 5+ minutes just to open.
Recognize the size of your organization. They aren't great at handling large implementations (>15 seats)
Operating a Tax Practice and servicing customers