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:01/31/2023

  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.

  • Paid Sun Tax Solutions $575.00 to file my
  Taxes on September 02, 2022
  • Suppose to provide confirmation letter stating
  Taxes were filed and keeped all my original
  Documents and had no paperwork proving I
  Had file my taxes
  • according to ***** my tax preparer my taxes
  Were rejected on September 19, 2022 but
  Was never notified about it, I had to come In
  Multiple times on November and December
  And ask what’s taking so long to get my
  Refund and why I haven’t received anything
  From the irs but yet never mentioned to me
  My taxes were rejected until I came in
  January 16, 2023 upset and angry is when he
  First mentioned it to me and charged me
  $3086.00 for the balance I owed to the irs.
  I check online and it states irs has no record
  Of my taxes being filed till this day. I’m going
  To get penalized if this is not resolved. I don’t
  Know what is going on and very upset for him
  Not finishing his job, first and last time coming
  In for his service.
  • The nature of the dispute is to finish filing my
  Tax returns since I already paid him or get my
  Refund back so I can go somewhere else. I
  Already paid $ 3,718.71 total.
  • Came in multiple times to resolve the
  Problem but no action taken n giving me
  Excuses. I’m feed up!
  • He knows all my personal information and
  Scared for fraudulent activities that may bring
  In the future as I already
  Got notified that my information is in the dark
  Web after dealing with him.

  Business Response

  Date: 02/21/2023

  I am unaware of the BBB’s protocol for receiving complaints, but it is surprising to me that Mr. Bonilla would make such bold and false claims without attaching proof. We have been in business for over 25 years and have yet to receive a complaint to this day. Mr. Bonilla did pay $575 for the tax services that we provided him, however the balance he had was paid directly to the IRS with the credit card information that he gave me to process the payment for him and he was given a payment confirmation for that transaction. Our policy has always been to guarantee that every client, whether they have a refund or a balance due, understands how those numbers were generated. Explaining the process to the client has always been a priority to make sure that clients understand why they are receiving a refund or have a balance due.

  During the months of November and December I was dealing with some personal health issues which led me to be hospitalized and then put on bed rest. This resulted in me being out of the office for almost two months. He did contact the office in which our employees explained and apologized for the delay on my behalf. When I was finally able to communicate with Mr. Bonilla, I advised him of the issue with his taxes getting rejected and explained the process for them to be resolved. The times that Mr. Bonilla was in the office, he did not come alone; he was always accompanied by someone. When procedures were explained to them, they did not seem to have further questions, so I assumed that this meant that they understood the process with no issues.

  After reading the complaint, this leads me to believe that there may have been some misunderstandings which were not communicated clearly enough for his understanding, but I did my best to explain it to him time and time again the best that I could, and he did not express otherwise. We always encourage questions; taxes can be complex, and each situation is unique.

  Since the last time he was in the office which I believe was 2/1/23, I explained to him once again that his refund would be processed but that it is up to the state of California, we have no control over processing times. He expressed understanding and we have not heard from nor seen him since that day. Although we wish that we could have provided a smoother experience for Mr. Bonilla, we take this as a learning opportunity to better explain things to our clients to ensure that everyone is on the same page in the future. We like to follow through with all our clients and the business we do with them to ensure that they are satisfied with our services.

  Not once in our 25 years of business have we ever stolen information nor money from our customers. These accusations are very disappointing. I find it hard to understand why such claims would be made because I find them to be quite irrational. All information that is provided to us is only used in a professional manner to conduct the services that our clients trust us to do. We are a family-owned small business who works hard to ensure the privacy of our customers. We are a company whose foundation is based on integrity.