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

  450 N 54th St Chandler, AZ 85226-2528

  
• 

  Optima Tax Relief

  5530 W Chandler Blvd Scottsdale, AZ 85266

  

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: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.

• Initial Complaint

  Date:06/15/2025

  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.

  I started working with Optima tax relief around October of ***************** with making arrangements with the *** to decrease my tax debt and establish a payment plan to help prior year taxes. As of June 2025 not only have I received no assistance with this but 8000 dollars later was recently told that I will be liable and no deal will be made leaving me to pay 1500 dollars per month. I am retired on disability and it would be impossible for me to pay this. Optima did absolutely nothing these last few years and I absolutely am demanding a refund due to poor practices and no results at all!

  

  Business Response

  Date: 06/21/2025

  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 from our escalation team promptly began working with the client to provide support and clarity surrounding the work that has been done for their case. At this time, our Resolution team is standing by to continue providing support and address any additional concerns. 
  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair 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.

  Optima Tax relief has stolen our money. We've been working with them for over 2 years now. They have done virtually nothing for us. They have ignored 99% of our emails and phone calls. They kept our case sitting vacant for 2 years... literally. They never told us we needed a new power of attorney every 6 months. Guess what? We sat there for 2 years without one, not having a clue we had to fill any out.We fought and fought to try and get a full refund but best they could do was like 1/5 of what we paid.We plan to join the class action lawsuit against them and even consult an attorney regarding our own legal actions.This company needs to be shut down. They are predatory and horrendous.

  

  Business Response

  Date: 06/17/2025

  Upon receiving this complaint, our Resolution Team promptly established communication with the client in an effort to provide support and address their concerns. We are pleased to report that all issues have been addressed, and a mutual agreement has been reached.
  

  Optima Tax Relief believes the clients concerns have been resolved appropriately and considers this matter fully closed.
  Please do not hesitate to contact us should you have any further questions. Thank you.

  Customer Answer

  Date: 06/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. We have received the refund. 
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:06/13/2025

  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.

  In 2021, I hired Optima Tax Relief to help resolve *** tax issues and paid approximately $9,000 for their services. Despite this significant cost, the service was poor and unprofessional.I experienced repeated delays, inconsistent communication, and minimal progress on my case. Most concerning was a lapse in service during a critical time in February 2025, which led to increased *** penalties, threats of levies, and potential passport ************* late December 2024, Optima emailed me confirming that a payment plan with the *** was in place. Trusting their written confirmation, I made my first payment in January 2025. Only afterward did I discover that no agreement had actually been finalized with the ***, and enforcement actions continued.Ultimately, I had to resolve the matter directly with the *** myself. After expressing concerns, Optima offered a $1,000 courtesy refund, which I consider wholly inadequate given the poor service and the total amount ******* complaint is not about the *** outcome, but about Optimas failure to provide timely, competent, and professional services as promised. I am requesting a fair and proportionate refund reflecting the actual value of work performed. I will submit full payment documentation once I obtain all credit card records, but due to the seriousness of the issue, I am filing this complaint now.

  

  Business Response

  Date: 06/19/2025

  At Optima Tax Relief we are committed to prioritizing our clients. We take every complaint very seriously and aim to resolve all concerns efficiently.
  In response to your concerns, we have assigned a member of our Escalation Team to review your file. They will be contacting you soon to address the issues and requests you have raised. Optima tax appreciates your patience in allowing our resolution team to provide support, we look forward to speaking with you soon.

  Customer Answer

  Date: 06/23/2025

  I have not been contacted by anyone from Optima Tax Relief, despite the companys statement that an escalation team member would reach out. It has now been several days with no follow-up or effort to address my complaint.

  
  I am still open to resolving this matter, but as of now, the company has not taken any action to do so. My request for a meaningful refund is fair and proportionate to both the services actually provided and the financial harm I experienced.

  
  As noted, this year I was misled into believing a payment plan was in place with the ***. That error caused the *** to escalate collection actions, and the revised plan I was later forced into, that I had to secure without their assistance, now costs me an additional $528 per year. I also incurred extra *** penalties and interest due to their years of neglect to my file.

  
  On top of the financial harm, this situation caused considerable stress and anxiety, especially as I faced the threat of levies and passport suspension. I had sleepless nights worrying that my business and professional reputation could be damaged. 

  
  If no resolution is offered promptly, I will consider additional action including small claims court and further regulatory complaints.

  

  Business Response

  Date: 07/03/2025

  We apologize that a member of our Escalation Team has not yet reached out to address your concerns. Please know that Optima will expedite this request, and an Escalation Team member will contact you by Monday, July 7th.
  

  If you are unavailable at that time, please feel free to let us know a more convenient time for us to connect. Your satisfaction is very important to us, and we are committed to resolving these issues promptly.
  

  Optima Tax appreciates your patience as our resolution team works to support you. We look forward to speaking with you soon.

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising 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 supposed help with my tax solution. They only contacted me a couple times thru out the year. I paid them over $6500.00. They didnt do anything to help me. They are very hard to get hold of there agents they never had one person on my case the person the assistant manager to me was never available. I did not get any kind of service to help with my tax solution

  

  Business Response

  Date: 06/19/2025

  Upon receiving this complaint, Optima Tax Relief promptly engaged with the client to offer clarification and support. After further discussion, the client has expressed their desire to return to services as outlined in the original agreement.
  

  Our Escalation Team remains available to support the client throughout the remainder of their engagement, and we will now move forward with servicing the account in accordance with the terms of the contract.

  
  The client has also been informed that our Escalation Team is standing by to assist with any concerns that may arise moving forward. Thank you

• Initial Complaint

  Date:06/11/2025

  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 a ******************* Planner working with ****** and ******** ****** on a pro **** basis. The ******** are 92 and 84 years old and their memories are failing. The ******** have a substantial amount of debt with the *** and are trying to get a settlement negotiated. The ******** are aware that I am filing this complaint on their behalf.The ******** entered into an agreement with Optima to prepare past due returns and negotiate a settlement with the **** The ******** paid Optima $28,390 in full via monthly installments starting on 3/18/2024.For over 15 months, I have contacted Optima approximately every 2 weeks asking for updates. The ******** case is with Optima's Resolution Team. The team has been nonresponsive. They won't provide the name of a manager for the ******** to appeal to. There are no signs that Optima is working on the ******** case despite having been paid in full for 6 months.The desired resolution is that Optima fulfill their obligations. We want to get the contact details for a point of contact from the management team. The ******** would like to receive a plan from Optima detailing the actions that will be taken to negotiate a settlement and when those actions will be taken. If Optima is not willing to take these steps, the ******** want to receive a full refund of the fees they paid.I can provide >30 emails I sent requesting action from Optima. It appears that they are slow walking every step in the process. Another concern is that the ******** would receive no support at all if it weren't for me to be making numerous requests despite being paid in full. I'm not an expert but it appears that Optima is taking advantage of elderly customers.This issue does involve advertising on the radio and *********. I have heard numerous ads where Optima is claiming to be professional, expedient and effective at resolving client cases. The actual experience in no way resembles the level of service Optima advertises.

  

  Business Response

  Date: 06/18/2025

  At Optima Tax Relief we are committed to prioritizing our clients. We take every complaint very seriously and aim to resolve all concerns efficiently. Our goal is always to provide meaningful assistance and transparency throughout our entire service, and we sincerely apologize if you have felt it was not held to this standard. Upon receiving this complaint, a member of our Escalation Team was able to establish contact with the 3rd party representative of our client. After further clarification and support, our team was informed by the 3rd party representative that they would like to continue servicing as contracted. We are happy to report all concerns have been addressed, and our client has been notified our Resolution team will be standing by to continue supporting the client throughout their service. Please do not hesitate to contact Optima Tax with any questions. Thank you. 

  Customer Answer

  Date: 06/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:06/10/2025

  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 paid Optima Tax Relief $7,000.00 for tax relief services in July 2024. April 27, 2025 *** called with a monthly payment plan offer of $775.00. I declined not able to afford $775.00 monthly. They requested I complete a new household worksheet. I uploaded the new worksheet on April 29, 2025. On June 6, 2025, I received a LT11 Notice to **** and Lien notification from the *** via Certified Mail stating if I do not pay $44,000.00 by July 4, 2025, they would proceed with action. I called Optima Tax Relief to inquire about a status from my worksheet on April 29, 2025. The *** said my case is still pending and she would escalate the case. I explained that the *** is requesting payment in full or a monthly payment or they would proceed to levy/lien on my property. The ***resentative said there was nothing she could do. I called the *** back on Monday, June 9, 2025, and spoke to a collections specialist and did debt ratio worksheet over the phone. The *** *** said I qualify for a monthly installment agreement of $548.00 to begin July 17, 2025, to avoid lien/levy. I requested a refund from OTR because of: 1. Unable to keep promises 2. No resolution 3. I reached an agreement lower than their offer on my own with the *** 4. Not offering immediate relief after telling them the *** will levy/levy my property by July 4, 2025 and I could risk losing everything. *** offered me a refund for $300 out of $7,000. I request a full refund or a negotiated refund considering OTR didnt reach a settlement with the ***. I did on my own. OTR is a scam to the public, making false promises and business commitments they do not keep. I appreciate your time and strong consideration in this matter. Thank you kindly!

  

  Business Response

  Date: 06/17/2025

  Optima tax appreciates your patience in allowing our resolution team to provide support. Upon receiving this complaint, a member of our Escalation Team was able to establish contact with the client. Currently our team is in discussions with the client to address and assist with the concerns they have raised. Optima remains committed to keeping open lines of communication 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. 
  

  Customer Answer

  Date: 06/17/2025

  I reject the offer of $550.00 to settle my complaint from Optima Tax Relief. I spoke with Ms ******* ******* today June 17, 2024. Per our conversation I decline a refund in the amount of $550.00 out of $7,000.00 I paid for services NOT rendered. Optima Tax Relief did NOT conclude their investigation to reach an acceptable agreement with the ***. I received a certified letter from the *** on June 6, 2025. I contacted *** regarding the notice to levy/lien on my property by July 4, 2025. OTR response was my case was STILL under investigation. I called again on June 9, 2025. *** was still not able to offer me a resolution stating case still under investigation (new worksheet and documentation sent on April 30, 2025. I called the *** explained. Per IRS if I did not reach a resolution with them I would be facing lien/levy. I reached an agreement with the *** ON MY OWN. I called OTR back same day for a refund of all money I paid in full $7,000. They declined. My original complaint still stands. I request a full refund. 

  

  Business Response

  Date: 06/27/2025

  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 clients concerns appropriately and considers the matter fully resolved. Please do not hesitate to contact Optima Tax with any questions.Thank you.