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:26/04/2023

  Type:Service or Repair 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.

  -Date of transaction is 12-13-2023 for Premium membership (bookkeeping+tax filing+unlmtd tax advisory)-Amount of money paid to business is $4951.00 -what the business committed to provide you is Unlimited income tax support. Annual income tax filing for businesses (S Corp) and individuals. -Nature of dispute is negligence and misleading me to believe I will receive *** tax returns. It was until the very end on March 31st that my individual taxes reflected I owe $4409.00 to ******* *** by ******* the tax preparer. When i asked why she said well did you pay yourself ? Because you could have by Dec 21st and then you wouldnt owe. That was the ONLY piece of advise I was provided and it was too late according to her. Second, misleading language about services. The calls are recorded and the first point of contact *************************(***************************************************) said in verbatim our services will pay for themselves on your returns and the Bench customer support ******* acknowledged in email his misleading language. When I asked for a resolution from tax filer assigned ************************* (Z Accountancy ***** ******************* ******, ** ***** P#************) she simply said I dont even work for Bench. Since then nobody has helped me resolve the taxes that need an amendment.

  Business Response

  Date: 05/05/2023

  To whom it *** concern, 
  Thank you for reaching out to us regarding the claim made by ************************* that our company did not provide them with the service they requested. We take such allegations seriously and would like to address this matter promptly.
  
  
  Upon conducting an internal investigation, we have determined that this client indeed requested our services, and we made every effort to provide them with the requested service in a timely and satisfactory manner. The following is a breakdown of the work completed and the cost charged for the service. 
  
  
  Breakdown of cost of service provided to the client: 
  Catch-Up Bookkeeping (01/2022 - 11/2022)- $2,990.00
  Bench Essential | 12 Month Contract - $299.00 (Paid Monthly from December 2022- March 2023: Total Cost $1196
  Bench *** | *ole Prop Add-on | 12-Month Contract - $200 (Paid Monthly from December 2022- March 2023: $800 
  
  
  Action taken to complete Bookkeeping and *** Filing:
  -The client joined our service in December of 2022. They hired us to complete catch-up bookkeeping for January 2022 to November 2022 with an ongoing monthly subscription of $499 for Bookkeeping and *** services. They committed to a 12-month contract starting in December 2022 and received a discounted rate as a result. Only Four Months of this contract were completed.  
  -The client's bookkeeping for the year 2022 was fully completed in February 2023.  
  -As the client joined so late into the calendar year, we could not provide tax advisory support on a proactive basis. However, an extension was filed on the client's behalf to meet the deadline. The * corp filing was completed shortly afterwards, with the client's information and financials provided to the best of our ability. 
  -After the client raised concerns regarding their filing, our team conducted a review and found no errors. We explained to the client that they owed more in taxes in 2022 than in 2021 due to increased income.
  -Regarding the client's concern with the belated advice regarding the lumpsum payment to deduce the fee: This client joined us in December and met with their *** Advisor, ****, in January, all past the point of being able to do something about this. 
  -We strive to provide excellent service to all our clients and regret any concerns or misunderstandings that *** have arisen. We are committed to addressing any issues and ensuring our client's satisfaction with our services. However, in this case, we cannot provide further assistance regarding their tax filing for 2022. 
  -The only outstanding work within the paid scope is the bookkeeping for January 2023- March 2023, which we are fully committed to completing. The bookkeeping team has requested the necessary documents, which have yet to be actioned by the client. 
  We take pride in providing exceptional service to all our clients and believe that we have done everything possible to fulfill ******** request. Please let us know if there is any additional information we can provide or if there are any further steps we can take to resolve this matter.
  *incerely, 
  *********************
  Bench
  
  
  

  Customer Answer

  Date: 08/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I am suing this company for misleading language and failing to provide what I paid for which, is unlimited tax advice.  My account is paid off and legal rep will pursue coarse of legal intervention. 
  Sincerely,
  
  *************************