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:17/10/2024

  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.

  This company withheld information sent to them by the *** in regards to a reassessment on mine and my wife's tax return that they completed and filed. This information was ONLY sent to them as per the **** but they did not inform us of this, nor are they willing to correct the error they made as we went elsewhere to compete our taxes for an entirely DIFFERENT year. We paid for them to do the taxes for the year in question and they need to finish this job at no cost and ASAP. This is on them. They willingly and maliciously withheld this documentation because we left them a bad ****** review.

  

  Business Response

  Date: 21/10/2024

  In January of 2024 this client dropped off taxes to be completed. The standard turnaround time for a single tax return is 1 week. This client dropped off multiple years of taxes for multiple people. They called a week after dropping them off to find out their tax preparer was on holidays and were told to call back in a couple of days. When the tax preparers flight home was delayed by one day, the client verbally attacked the receptionist deeming it "unacceptable" that it had taken over a week to do 5 tax returns. They then proceeded to leave an unfavorable ****** review.
  
  Upon pickup of the completed returns, they made it very clear that they wanted no further assistance from us and that they'd be taking their 2023 taxes elsewhere. At this point they were no longer clients of Tremblay Bookkeeping.
  
  In October of 2024 we received a highly aggressive and threatening phone call from the now former client accusing us of withholding a review letter from ***. We were able to pull up a copy of the letter from ***'s online portal. This same letter was sent to the client electronically and is accessible by them at any time via 'My Account' with ***. The client had signed up for online mail with *** and in doing so, the *** would have advised them of any mail that required their attention. It is their responsibility to check their online mail for anything of importance from the government. 
  
  In this same phone call they accused us of making mistakes on their tax return and we attempted to explain that this was not the case. They were being audited and that *** randomly audits millions of people every year. We informed them that if they wanted us to handle this audit, we would do so but there would be an associated fee.  Unless it is to correct an error made on our part,  there is a fee for all reviews whether you're a current client or not. This was not the case. No error was made.  At this point, the client became upset and insisted we complete the review free of charge. When we declined to provide the service for free, the client stated they would complete it on their own. We told them that we would print and highlight all the pertinent information in order to assist them in completing the review and it would be left at reception for them to pickup. They agreed to this.
  
  Moments later the phone rang again. Upon answering the person on the other end asked to speak to management. Since he was already on the phone with management, I asked what I could help him with. He stated that he was the husband of the former client who had just called and immediately started yelling about the incompetence of our business. I asked him to stop yelling for a moment so that I could speak. He continued with the verbal abuse, so I hung up the phone. 
  
  He immediately called back. I answered again and before I could say anything he threatened that I better not hang up again as "you wont like it if I come down there in person". At this point, the legal authorities could and maybe should have been contacted.  He then continued with his verbal assault. I tried to interrupt several times to explain that he and his wife had misunderstood the entire situation, that the issues with *** were easily correctable, and that if he would stop yelling at me, I could explain it to him. He continued to talk over me and refused to listen to anything I was saying. He had many opinions about how we should run our business. Even stating that we should disregard certain practices that we have in place about financial confidentiality in order to get things done faster. After many attempts to try and get him to stop yelling and listen to what I was saying, he said youre a f****** c*** and you can go f*** yourself. To which I immediately hung up.
  
  The entire basis of these clients rage was that we "illegally withheld a financial review letter from ***". Once we were dismissed, it was no longer our responsibility to continue to follow up on their mail from ***. They were now responsible to either follow up on the request themselves, request help from their new representatives, or engage us again. As mentioned previously, they would have received an email from *** informing them that they had online mail. Nothing was "willingly and maliciously withheld". They are no longer clients of Tremblay Bookkeeping and we have no way of knowing whether or not they had handled this issue on their own.  
  
  The unwillingness to complete the *** review is not because of a bad ****** review, but because of their refusal to pay for services. The verbal abuse notwithstanding, we are still prepared to assist with the review, but it is not a service we provide for free. Otherwise, they can access the letter on their My Account and follow the steps provided by *** to complete it themselves.

  Customer Answer

  Date: 22/10/2024

   
  Complaint: 22436736
  
  I am rejecting this response because:

   

  This issue was caused by a mistake of this business. The *** informed us that they needed to speak to the tax preparation specialist about why he entered the amount that he entered in a specific section which "didn't make sense" to the *** with the **** This was not an amount the *** said made any sense being entered in that area. This issue is on Tremblay Bookkeeping to answer and rectify. Whether or not our 2023 taxes are prepared by this business is irrelevant. We were a paid customer for the tax return at hand and therefore this business needs to rectify the mistake or refund us for this tax preparation as it was not completed properly.

   

  In regards to the vacation issue with the preparation specialist. If this person was to go on vacation the business should a) not have given this person a set of multiple tax years to complete as they would not have had time to prepare them in the time frame they had (which they didn't by their own admission as the gentleman went on vacation before he was done) and b) should have them had someone else complete them if he was delayed or c) not made any mention of any certain timeframe whether it was 2-3 days, a specific day, or otherwise. 

   

  Furthermore, the business is dramatizing things immensely and things only became over heated when this "professional" reception called me a "fucking asshole". 

   

  This business should not be "punishing" people for leaving them ****** reviews. A ****** review would be covered under the charter of rights and freedom as free speech. 

   

  This business has further replied to the ****** review left by my wife is a sarcastic and unprofessional manner (as well as done so on several other reviews. 

   

  Consumers have the right to provide warning to other consumers about what might await them at a business and should not face retaliation from a business when doing so

   

  
  Sincerely,
  
  **** *******