Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October *, 2024, I engaged the firm to prepare and file a nil ** tax return for my corporation, which has been inactive since 2021. In the letter of engagement, I clearly stated that the return was required by October **, 2024. Since the firm accepted the engagement, I assumed this deadline was agreed upon.On the same day, I received an invoice for a **% deposit, which I paid promptly on October *, 2024.On October **, 2024, I was asked to provide bank statements. I submitted the requested documents immediately on the same day.After receiving no updates, I followed up on October **, 2024, to inquire about the status of the return and to inform the firm that the *** filing deadline was October **, 2024, to avoid penalties. At this point, I was informed that the firm required an additional week to complete the return.Despite this assurance, no further updates were provided. I had to follow up again on November **, 2024, to inquire about the status.On November **, 2024, I received a call from the firm requesting clarifications about my bank statements and transactions.On November **, 2024, I received an incomplete ** return. I raised concerns about this via email and still awaiting for a response.On November **, 2024, I received an invoice for the remaining **% of the agreed-upon fee, even though the ** return has not yet been completed.These delays and the lack of communication have caused significant inconvenience and exposed my corporation to potential penalties from the *** for late filing. The firm's inability to meet agreed deadlines and failure to provide timely updates constitute a breach of professional service standards.I am seeking the following resolution:A discount or adjustment to the final invoice to reflect the delays and incomplete service delivery.A formal acknowledgment of the delay and a commitment to complete the work immediately.

  Business Response

  Date: 26/11/2024

  As per our Letter of Engagement, it is the client's responsibility to get us the required bank statements to enable us to file his returns.

  I personally requested the required bank statements on October *.

  We received the appropriate bank statements on November **.

  On Saturday November ** ** sent the financials for approval and we invoiced.

  The client approved the financials today, November ** and instead of paying, lodged a complaint with the BBB.

  Contrary to his claim that he may incur penalties, that is false as these are Nil Returns and therefore have no taxes owing and the client is aware of this.

  Therefore, we have always been prepared to file his tax returns immediately, once the invoice has been paid in full, without discount, as per our letter of Engagement.

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gave Small Business Accounting my file beginning of July, by middle of August they still hadn't filed my taxes. This was after multiple efforts to contact them in between to find out status. No one ever responded. Finally I got my son to call in (male) to find out where in the process they were. They had misplaced them and filed in a couple days. However, by this time I was cut off all my benefits as a single parent already. Living in my line of credit. Then they filed it with my son being my spouse, further impacting my benefits by having them completely removed and now me owing money, for over payments that did not exists. It is now the end of Aug and I have contacted the accountant to correct and CRA never did receive their corrections and I have to go through a whole process and audit to prove that my son who has been on my file since **** is not my spouse.

  Customer Answer

  Date: 01/09/2023

  My son signed off on the third party documentation in support of events that took place stated on the documents. 

  Business Response

  Date: 06/09/2023

  ***************************** is asking for a refund because she claims we filed her taxes much later than we should have, causing her to lose all of her benefits. This is incorrect. 

  To maintain her status and receive her benefits, her taxes would have had to be filed by April **, 2023 and she admits that she only brought them to us in July, at least two months after the deadline.

  While we did unknowingly fill out her taxes making her son her souse, however prior to us filing,  ***** was sent full copies of both returns for review before she and her son signed off on them 
  and the returns they received clearly stated the Marital status and no concern was raised at the time and could have easily been corrected at that time 
  

  We state in every email regarding the tax r...eturns
  "Please review the attached file(s) and if there are any Issues or if you think anything is missing,
  Please let me know as soon as Possible." No concerns were ever raised prior to filing.

  In fact, the client received a large refund from the ***.

  We are willing to make sure that the *** gets the proper corrections, but we did the work and should be paid. It was the client's fault in getting the files to us after the April ** deadline and not checking the return prior to filing that has caused problems for the client, not our efforts

  Customer Answer

  Date: 12/09/2023

   
  Complaint: ********
  
  I am rejecting this response because: the information upon being countered is incorrect. 

  I paid for my deposit for taxes to be filled on July **, 2023 (shown on page 1). I followed up to see where in the process of filing my taxes was on July **, 2023  and again on July **, 2023(pg 2), and once again on Aug **, 2023 (pg 3). Which I never received any responses from these attempts to contact the business accountant. It took my son (a male) to call them on Aug **, 2023 to find out that they had been placed in a draw and overseen by *****************. My son was told that he would get them done right away but we needed to pay the remainder of the bill if he was going to file them so we paid the remainder of the bill on Aug **, 2023 (pg 4).On Aug **, 2023 I was made aware that my services for benefits, housing, and education were being suspended due to being married, and I would owe the government money for all overpayments due to change in marital status. Therefore, I called the accounting firm and asked for them to rectify this situation immediately on Aug **, and **** apparently sent in amendments, but never changed the marital status again only the amounts on the taxes as per CRA on Aug **, 2023. Therefore, I had to send in a request myself  on Aug **, 2023 and did two follow up requests on Aug ** and Sep **, 2023 because I have two special needs children, one on medication that he can go into cardiac arrest without his does, as well as my own medication that was covered under ************* as I am a full time student. My last child tax benefit payment was in June 2023. As of today September **, ************************ waiting and I am still listed as a spouse, which is still impacting all the services I was receiving as a single parent of two special needs children (pgs ****). Therefore, I stand firm on wanting my full reimbursement for services paid. 
  
  Sincerely,
  
  ***** **********-******

  Business Response

  Date: 15/09/2023

  Regardless of when we filed, for you to get money from the *** in a timely manner your return was due April 30, and we got your files much later than that, and we are doing the necessary work and should be paid for it.

  I will have **** look into your file again and make sure everything , including marital status is correct.

  The facts remain...

  1. You came to us well after the filing date which is the main reason the *** has not paid you.
  2. You and your son signed off on the returns and as per the *** are responsible for all information on them. This is clear on both the Return and our Letter of Engagement.
  3. I am confident that you will eventually get your money from the *** and we will do what we can to correct any errors
  4. We are doing the work required for you to get paid by the *** and we should get paid for he work we're doing

• Initial Complaint

  Date:08/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacting Accountants to get a Null Tax return on ***** **** and they gave me a total price of CAD ****** but sent me an invoice for CAD ******. I contact them by email on ***** **** but didn't get any response so I sent another email on ***** **** and they replied back on ***** *** saying that they made a mistake and sent me sent me 2 invoices for CAD ****** one on ***** *** and the second 24 days later on ***** ***** After that I sent several queries asking an ETA and requesting to complete this.On ***** **** they claimed it would be completed next week but wasn't after waiting for almost a month I sent a new email on *** **** as a reminder.On *** **** I received a call asking me for documents to work on my return. What surprised me was that after more that 2 months they realized they required documents to complete a null tax return.I sent the documents on May **** and they claimed that they would complete it on **** *** Today is **** *** and haven't got any resolution on this

  Business Response

  Date: 09/06/2023

  This client is incorrect. There was no overpayment of services. He was not quoted *******, he was quoted *******The total fee for services was ******* and that is what the client paid.We received an etransfer of ******* on ***** ** *****We received another etransfer of ******* on ***** *** ****. There were no ther payments. He is not owed a refund of any amount.I challenge him to prove otherwise by showing ** copies of bank etransfer withdrawals totalling anything more than *******.

  On *** *** **** we asked for bank statements, Nothing could have been filed prior to receiving these documents.On *** *** ****, 4 days later, we received them. **** **** *** **** **** * ********* ** ******* ** * ***** ** *** *****
  *** ****** ********* ********** *** **** ** ****** ******** ** ********* *****. Since that date we were never notified that he was in a hurry to have his interest and penalty free taxes prepared. Most business owners that this is an accountants busiest time of year until June 30 due to most businesses with a December 31 fiscal year endand we prioritize clients who actually make money and have taxes owing. ** ** **** ********* *** ** ** ********** *** * ******** ***** *** **** ** ******** ******** ***** ** ** **** * ***** ** **** *** *****
  ***** **** **** *** *** ******* ** *** ******** ** ********* *** ** ***** **** **** ** *** ******* **** ** *****In any case, on **** ** **** he was sent the Return and the form authorizing us to efile and we can not efile until we receive the signed authorization form.

  He can take his time signing the authorization form there are no consequences for late filing.