Complaints

This profile includes complaints for Optima Tax Relief's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Optima Tax Relief

  6 Hutton Centre Dr Ste 300 Santa Ana, CA 92707

  
• 

  Optima Tax Relief

  5530 W Chandler Blvd Scottsdale, AZ 85266

  
• 

  Optima Tax Relief

  450 N 54th St Chandler, AZ 85226-2528

  

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:07/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I am filing this complaint against Optima Tax Relief for failing to deliver the services I paid for and refusing to refund my money despite multiple assurances. Below is a summary of events and my requested resolution.
  
  1. Initial Engagement
  
  June 11, 2025: I retained Optima Tax Relief to assist with my IRS tax debt. I was told they would conduct an “investigation” into my case at a cost of $495, with a two-week turnaround.
  
  2. Lack of Service and Unanswered Inquiries
  
  July 7, 2025: After the two-week period elapsed, I emailed Craig ******** (the representative who had initiated my case) to inquire about the status. I received no response.
  
  July 8, 2025: I emailed Craig again, and, when he still did not reply, I called Optima Tax Relief’s general customer-service line. A representative told me:
  
  “No one is assigned to your case.”
  
  “There is no information available.”
  
  “No supervisors or customer-service managers are available.”
  
  3. Promise of Refund
  
  During that July 8 call I formally requested a full refund of my $495. Later that afternoon, Craig ******** returned my call. He assured me:
  
  My case would be closed and cancelled.
  
  My $495 would be refunded in full.
  
  He emailed me the following confirmation:
  
  “Your IRS case file is being closed today, and a refund is being processed.”
  
  4. Refusal to Refund
  
  July 9, 2025: I spoke with a representative named Louis, who informed me that my refund would not be issued because “your case has been completed.” This directly contradicts Craig’s email and the fact that no work was ever performed on my file.
  
  5. Evidence
  
  Attached please find:
  
  A copy of my initial payment receipt for $495, dated June 11, 2025.
  
  Craig ********’s July 8 email confirming case closure and refund.
  
  Screenshots of my July 7 and 8 emails to Craig ********.
  
  Requested Resolution
  
  Immediate full refund of $495, as promised by Optima Tax Relief.

  

  Business Response

  Date: 07/16/2025

  Thank you for bringing your concerns to our attention.  At Optima tax we strive to provide the highest standard of communication and servicing to all of our clients. Upon receiving this complaint, our resolution team immediately established communication with our client in efforts to clarify any miscommunication and provide support. We are happy to report all concerns have been addressed, and we have come to a mutual agreement.  Optima Tax believes it has addressed the client’s concerns appropriately and considers the matter fully resolved. Please do not hesitate to contact Optima Tax with any questions. Thank you. 

  Customer Answer

  Date: 07/16/2025

  Hello *******,

  
  Thank you for forwarding Optima Tax Relief’s message. I appreciate the BBB’s efforts to facilitate this process, but I cannot accept that my concerns have been “fully resolved.” Here’s why:

  
  No refund issued: Despite Optima’s claim of a “mutual agreement,” I have yet to receive the $495 refund that prompted my complaint.

  
  Circular requirement: Optima insists I must close the BBB complaint before they’ll process the refund, yet they refuse to provide a firm date for payment until I do so. This creates an impossible loop that leaves me without my money.

  
  Ongoing financial and legal impact: My underlying tax issue remains unresolved, and I cannot secure proper legal representation until this refund matter is settled. Optima’s tactics are causing undue stress and risk potential penalties.

  
  Because the refund still hasn’t been processed, I do not consider the matter resolved. Please keep the complaint open while the BBB investigates and helps ensure Optima follows through on its refund commitment.

  

  Business Response

  Date: 07/22/2025

  We appreciate your continued engagement. Upon receiving this complaint response, our resolution team promptly reached out to clarify any confusion or misunderstanding the client may still have had. The client has notified our team all has been clarified and all concerns have been addressed.
  

• Initial Complaint

  Date:07/08/2025

  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.

  Optima Tax Relief was contracted to resolve my tax issue cost projected by *** was in the amount of $9,500.00 which $7,571.20 Payment was stopped due to Optima did nothing. Optima supposed to contact the *** which they never did, proof- received letter from the *** with an intent to freeze my assets, property, passport etc... due to ignoring their letters which were mail to optima, Optima did nothing. The *** letter said for me to pay a debt of $7,358.80 for taxes from 2021 and 22 Optima fail to do tax returns for ******* and also 2024 which it was faxed to them at a cost of $47.00 Called several times, hard to reach and was told time after time my issue was in the resolution stage. Total amount taken from my debit and credit card $7,571.20 Just a few dollars short of I owe the ***.I have hired a tax local lawyer to manage my issue with the *** , cost from the lawyer $1,400.00and it's paid as they progress with my *** issue.Optima took advantage of me. In November 2024 my wife was diagnose with ovarian cancer and passed in March 2025 Due to circumstances I fell for the scam.

  

  Business Response

  Date: 07/11/2025

  Since receiving this complaint, Optima tax has managed to establish contact with the Client. An assigned resolution specialist is currently working on their request and standing by to assist with any additional concerns. Optima tax will maintain open lines of communication until a compromise /mutual resolution is reached. Optima tax is committed to ensuring our clients come first and we will do our best to resolve these concerns while still abiding by our policies.

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I engaged Optima Tax Relief, LLC to assist with resolving over $25,000 in back taxes. I paid an initial $492 for an "investigation" phase. After that, I agreed to pay $4,920 (in 10 installments of $492) for Optima to:
  
  establish Power of Attorney,
  
  amend my 2023 taxes,
  
  file my 2024 taxes, and
  
  create a resolution plan with the IRS.
  
  I paid $2,952 in addition to the $492, but Optima failed to deliver. Throughout the process, I received IRS levy notices and my account went into collections.
  
  Eventually, Optima proposed I pay the IRS $1,100/month and pressured me by saying refusal would result in a $1,600/month IRS demand. I contacted the IRS directly and secured a $500/month plan without Optima's help.
  
  I requested to cancel and receive a refund. Optima invoked a 15-day refund policy, offering just $442, despite knowing their services would take longer than 15 days.
  
  I believe this constitutes deceptive trade practices, breach of contract, and unjust enrichment, as I paid for services they did not deliver and that I had to complete myself.
  
  Resolution Sought
  I request a full refund of $3,444 (the $492 + $2,952 I paid), and that Optima cease further collection attempts.

• Initial Complaint

  Date:07/02/2025

  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.

  Was told I'm not entitled to refund

  

  Business Response

  Date: 07/09/2025

  Our mission at Optima Tax is to uphold the philosophy that clients come first and all our representatives go through rigorous training to ensure we abide by that philosophy. Upon receiving this complaint, Optima Tax promptly began working with the client to provide support. After further clarification and support, the client has informed us they would like to return to servicing as contracted.Our client has been notified that our resolution team will be standing by to continue supporting the client throughout their service.Should you have any further questions, please do not hesitate to contact Optima Tax Relief. Thank you

• Initial Complaint

  Date:06/27/2025

  Type:Order 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.

  10/3/24 Signed with Optima Tax Relief (OTR). *** ******** who signed me up, stated that as soon as I sign up I am protected from additional fees and penalties from ***. This is a blatant lie. I sent all info requested to OTR. Heard NOTHING. Called in several times and was "patted on the head". No information. They keep saying that I had tax preparation when I did not. *** uses that as an excuse for "review time". I called many times (Feb. and June) and asked for expedited service. OTR said I had to wait 45 days. I waited, NO Phone Call. Then excuses about tax preparation again. Nothing is happening. Fees, Interest and penalties are accruing (Kulkarni Lied). I called in today and spoke with **** ****** and he actually Laughed at me and continued smirking through the call. "Could not transfer me to payments and could not transfer me to Supervisor". **** said I will get a call within ***** hours. Those calls NEVER happen. This is important to me. Apparently not important to OTR. Filed complaint with *** over treatment and specifically on **** ******.

  

  Business Response

  Date: 07/03/2025

  Since receiving this complaint, a member of our Escalation Team has been in contact with the client to work toward a resolution. The team reached out to the client on July 2nd, and an email was sent to schedule an appointment at their convenience.
  

  Optima has addressed the clients concerns and reviewed the call in question. We have concluded and notified the client that a member of our team did not laugh during the conversation, and we sincerely apologize for any misunderstanding that may have caused the client.

  We remain dedicated to putting our clients first and will continue to make every effort to address their concerns while upholding our company policies. Thank you.

• Initial Complaint

  Date:06/25/2025

  Type:Order 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 IS A SCAM!!! I contracted with them on Oct 8th, 2024 to resolve an existing tax debt from a couple of years ago. They've taken $8,786.28 and have done NOTHING they said they would do!!! First thing they did was to try to get me to have them do my current taxes. When I told them those taxes had been filed they kept asking for signed copies. I sent them the electronic filing proof yet they kept insisting I send them a signed original even though there are none as they were filed electronically by my accountant. Once they agreed they didn't need signed copies I never received any communication from them regarding my case. They filed an extension for my 2024 taxes without asking for any information for that year or if I wish to file for extension. I've not received any communication as to settling the debt. Any time I call all I get are call center people, you can hear other operators in the background, who say they'll move the case forward but NOTHING has been done! I've spent $8,786.28 with them so far and don't have any proof they've done anything to resolve my case.

  

  Business Response

  Date: 07/01/2025

  Upon receiving this complaint, a member of our Escalation Team has managed to establish contact with the Client. Currently, an assigned resolution specialist is working with the client to address and assist with the concerns raised in this complaint. Our team will be reaching out soon again to provide an update on this matter. The client has been notified that their assigned resolution specialist will be standing by to assist with any additional concerns. Optima tax will maintain open lines of communication until a mutual resolution is reached. We remain committed to ensuring our clients come first, and we will do our best to resolve these concerns while still abiding by our policies. 
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I was audited by the IRS for my 2022 taxes and was found to owe $17,000. Since I know very little about filing taxes, I hired Optima Tax Relief to investigate and make sure their claims were correct. They pitch their business by saying they conduct an initial investigative phase that lasts 30 days and you pay upfront for this initial process, which I did and paid them $495. After they complete this phase, they call you to discuss moving on to the Resolution phase, which comes with its own fee and in my particular case they charged me $8262.62. This occurred on 6/19/25, and I paid them with a credit card to begin this Resolution phase. After I thought about it, and literally 2-3 hours after I agreed to move forward, I sent an email requesting to withdraw from the program and requested a refund in the amount of $8262.62. The representative acknowledged my request to cancel immediately and stated she understood. On 6/20/2025 (Friday), I received a call from the Client Relations department, which I was unable to answer. On 6/23/2025 (Monday), I called the Client Relations department back to check the status of my refund and was told that my request would be escalated to the Executive Board Committee and I would receive a phone call from them in 24-48 hours. Well, that phone call came today and I was told that the cancellation window was only 15 days, which he stated started during the investigative phase a month ago so they would only be giving me a partial refund of $1250. That is absolutely ludicrous! How can the cancellation period be over before the payment is even made, not to mention I requested to cancel within hours of agreeing to move forward.

• Initial Complaint

  Date:06/21/2025

  Type:Product 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.

  REPORTING POOR CLIENT REPRESENTATIVE AND FALSE ADVERTISING: Optima Tax Relief, ****************************************************************************************** DATE OF TRANSACTION: March 6, 2025 AMOUNT: $499.99 NATURE OF DISPUTE: Additional Charge of $1,500 in 2025 - Optima's Failure to Complete Original Offer in Compliance in 2017 per IRS Notices received by me in February 2025.DID OPTIMA TRY TO RESOLVE: No, as of June 21, 2025, the additional funds requested $499.99 was PAID by credit card on 3/6/3035 (see receipt attached) - spoke to **** Mutlugh 3/6, **** *****, 5/29 and ****** ***** 4/7 and ***** on 6/6/2025 - which ***** noted, my file is marked complete - no listing of monies received. ADVERTISE: Optima continues to advertise 100% satisfaction - Not to this client. I have phoned and left a message for all, calls are ignored - my access to the client portal has been listed as "not accessible".I am requesting Optima return my $499.00 so I can get a trusted, reliable representative, please. Thank you, ******* ***** ************

  

  Business Response

  Date: 06/26/2025

  At Optima Tax Relief we are committed to prioritizing our clients. We take every complaint very seriously and aim to resolve all concerns efficiently. Upon receiving this complaint, a member of our escalations team was able to establish contact with the Client. After further discussions and clarification regarding the work that had been completed for their case, we were able to come to a mutual resolution that is favorable to the client.  
  Optima Tax believes it has addressed the clients concerns appropriately and considers the matter fully resolved. Please do not hesitate to contact Optima Tax with any questions. Thank you. 

• Initial Complaint

  Date:06/20/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  In August of 2024 I contracted with optima due to unfiled taxes. We had done online and did not know about the pin and had other issues. We were given a 6 month estimate to file the 2 years of taxes and a resolution to lower interest and late fees. We have submitted all documents signed multiple power of attorneys and even filed our own 2024 taxes outside of optima due to 9 months after original agreement services not being rendered. I called again yesterday for the 23rd time in the last 10 months and was told even though optima did not do our 2024 taxes and they were filed electronically and accepted , they couldn't move into the resolution stage 10 months after our original conversation without a physically signed copy of taxes they didn't do and are not contracted to negotiate. I asked if I get this accomplished today what is the time frame of the service I paid for being completed. The agent couldn't provide any answer. I then asked for a refund for the services not completed. I didn't mind paying for the tax preparation for the 2 years. They were easy taxes. Just 2 w2s no other assets or businesses. I got transfered. The next person said they couldn't do the refund a supervisor needed to contact me. The was the 4th time a "supervisor" needed to contact me due to issues. None ever do. So here I sit again with no follow up and no resolution. The service paid for has not been executed so I would like a refund of my money paid out less the tax preparation fee. I just talked to the irs. They state they have had no contact about any of the years in question from optima. They state that our account will continue to incur fees and intrest until payment or settlement.

  

  Business Response

  Date: 06/23/2025

  Upon receiving this complaint, our resolution
  team immediately established communication with our client in efforts to
  provide support. We are happy to report all issues/concerns have been
  addressed, and we have come to a mutual agreement.

  
  Optima Tax believes it has addressed the
  client’s concerns appropriately and considers the matter fully resolved. Please
  do not hesitate to contact Optima Tax with any questions. Thank you.

  Customer Answer

  Date: 06/23/2025

  nobody has reached out or spoke to me so I don't know where the response of the immediately got in contact with me is from. That is just not a true statement

  

  Business Response

  Date: 06/30/2025

  Upon receiving this complaint, a member of our escalation team promptly began working with the Client to address and assist with the concerns raised. To offer a brief explanation regarding the delay in entering the Resolution Stage, to fully assess and resolve one's tax issue, Optima Tax must first ensure we fully grasp the scope of each tax year to ensure the Client is fully compliant before negotiation with the IRS. This is essential to ensure the best possible resolution outcome. At this time, our team is in active discussions with the client in hopes of providing a prompt mutual resolution to their dissatisfaction. 
  

  Customer Answer

  Date: 06/30/2025

  There has been an offer and counter offer was sent. There has not been an agreement. I called and emailed today in an attempt to follow up

  

  Business Response

  Date: 07/01/2025

  Upon receiving this complaint, our resolution team
  immediately established communication with our client in efforts to provide
  support. We are happy to report all issues/concerns have been addressed, and we
  have come to a mutual agreement.
  

  Optima Tax believes it has
  addressed the client’s concerns appropriately and considers the matter fully
  resolved. Please do not hesitate to contact Optima Tax with any questions.
  Thank you.

• Initial Complaint

  Date:06/19/2025

  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.

  They were contracted to resolve a tax problem for the year 2012. They involved themselves with everything except resolving the tax year 2012. They requested copies of *** filed TAX RETURNS for the past 5 years. I repeatedly told them I am only concerned about 2012. They did not assign any person qualified to review the work of ****. None of the Individuals I spoke with have even a Bachelors degree in Accounting!! They never performed any of their contracted duties.

  

  Business Response

  Date: 06/26/2025

  At Optima Tax, we uphold the philosophy that clients come first. All of our representatives undergo rigorous training to ensure this principle is consistently reflected in the service we provide. We take all complaints very seriously and strive to resolve them whenever possible.
  

  Prior to receiving this complaint, our Escalation Team had already been made aware of the clients concerns regarding the status of their case. The team reviewed the matter and proactively reached out to address these concerns. The client acknowledged, through both the ************** Agreement and the Resolution Addendum, that in order to resolve their tax matter in full, Optima must bring them into full compliance with *** standards for all current tax years. This compliance is essential to securing the best possible resolution on the client's behalf.
  

  Additionally, due to a lack of active communication from the client, Optima was unable to advance the case. As stated in the ************** Agreement, continued progress requires regular communication and the timely submission of required documentation.
  

  Optima remains committed and will continue to pursue a mutual resolution in good faith. We are dedicated to putting our clients first and will make every effort to address concerns while upholding the standards and policies of our organization.