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:04/15/2024

  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.

  Summary: Despite ongoing assurances from Capstone Consulting ***** *************** faces significant financial repercussions due to the lack of progress in resolving their tax issues. Direct communication with the state department reveals the inefficiency of Capstone's services and prompts *************** to seek a refund for the unproductive engagement. Conclusion: After months of engagement with Capstone Consulting ***** it is evident that their services have yielded zero progress in resolving my tax issues. Despite assurances and repeated attempts to comply with their instructions, the company faces serious financial repercussions, including bank levies and the closure of business. Direct communication with the state department reveals the inefficiency and misrepresentation of Capstone's services.Given the lack of results and the detrimental impact on my financial well-being, the company seeks a refund of the fees paid to Capstone Consulting **** It is clear that Capstone's failure to deliver on their promises has led to significant losses. Hence, the company insists on the return of their funds as a matter of urgency.

  

  Business Response

  Date: 04/16/2024

  Here is some information from our perspective on the work completed in the case. This is coming directly from ********************************* and the team that worked on this case .
  
  On the initial call with our ******************, he stated he was in the process of losing his sellers permit due to an installment agreement he couldnt afford and had some missing returns. Our power of attorney with the State of ******** was filed within 48 hours of his first payment and the initial consultation. If it took longer for the State of ******** to process that, it's not our fault, that is an issue with the State of ********. With that filed, we were able to ascertain and disseminate what was missing with the State in terms of returns needed and what was needed from him in order to implement a new Installment Agreement, if possible. Our Services Assistant, *****, tried several times to get the information we needed from ****************** for the State Installment Agreement. ****************** constantly pushed us off or would take his time to provide the information and the State of ******** is not very tolerant of delays and missed deadlines (and missed installment agreement payments by ****************** which was a major issue in this matter). In December, ****************** called us thinking he was garnished and really it was the state trying to take the installment agreement payment which did not clear and thus defaulted his installment agreement.
  
  One of our major issues we ended up uncovering in this matter is that ****************** is NOT the business owner of this entity. His sister owns the business, so often he would send us documentation with his information, and not his sisters (despite us telling him multiple times that this was improper). We would then have to spend additional time and resources to have him to correct it. According to ******************, his sister is ill, and we have never been able to talk to her. The State of ******** finds this as suspect and has brought this up to us on more than one occasion. They indicated to us directly that she could be in another country because no one has spoken to her. (their family is not from ******* and the state pointed this out to us). They wanted a meeting with her, and ***** said that she was too sick,which doesnt go over well when she is supposedly running this company. This put us in a position where they could flat out deny the installment agreement, which they did and I am sure they are slandering us to make Capstone seem like the bad guy in this case, when really the State of ******** is denying a perfectly reasonable installment agreement which we prepared and proposed after extensive man-hours invested in this matter.
  
  The state took his sellers permit the Friday before Superbowl and there wasnt much Capstone could do about it given the information supplied above. We tried to get the permit reinstated but the information the State of ******** needed; ****************** wouldnt provide. He was far too upset to jump through any additional hoops at this point. I suggested that he tried to start a business under his name, and he has several legal reasons for not being able to. So, we were at an impasse where the information we needed to complete the case was not going to come from the client so in order to allow him to work directly with the State of ******** through his local counsel, we withdrew our ***** of ******** to allow new counsel to get involved since ****************** wasn't going to provide us with information any further. 
  
  At this time, we are prepared to finish the case with the service fees provided, however, ****************** will need to be compliant with all missing returns and provide us with all documentation needed in this case. It's also likely going to be required that his sister be involved in this case since she is the legal owner of the entity per the State of ********. We will not, however, provide a refund given that we have invested significant time and energy in this matter and it would be inequitable to return the funds needed to pay our people who worked diligently on this case when ****************** and his sister are not cooperating to the full extent necessary to resolve the matter in its entirety. 

• Initial Complaint

  Date:04/13/2023

  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.

  I am respectfully requesting my full money back from Capstone Tax due to non-performance of contract. I spoke with *** Agent today 4/13/23 #**********. To confirm the following:- Capstone Tax has never filed paperwork to work on my behalf as power of attorney during the past year.- Capstone Tax has only requested informational transcripts in Sep of ******************************** June of 2022 and did no further work on my behalf. They took 3 months to get transcripts and did nothing from there from contract in June. They did not file any "stays" to keep the *** from seizing my property as promised. They did not work on my behalf for anything with the ***.

  

  Business Response

  Date: 04/17/2023

  Hi ******, 

   

  My name is ************************* and I am on e of the owners here at Capstone Tax Consulting, Inc. We are extremely disappointed to hear you had such a bad experience with us. We take our customer satisfaction very seriously and I can assure you this situation will be dealt with internally. I sent an e-mail on Friday and I haven't heard back on it. I would like to see if there is anything we can do to make this up to you and earn back your trust. Please respond to my email so that we can grab some time on the phone and I can gain a better understanding of your experience. I thank you for your feedback on the case and I look forward to speaking with you soon. 

  Sincerely, 

   

  ****************************, Esq. ******

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19933906
  
  I am rejecting this response because: it has been really difficult to establish a good report with this team.  I had escalated with ************** last fall 2022 and it seemed it would get better.  **** was assigned and she said she was new and would work on things and get back to me. And, again, it proved difficult to make any progress.  I never received any communications regarding all the tax returns I had sent in.  No review, nothing.  I sent in all the documents that was required by July 3rd, 2022 to apply for relief from the **** I was ignored, there was no response and it wasn't till several months later that I learned that I didn't qualify for any relief despite my debts being far greater than my income.  I worked over 30 hours gathering documentation and was ignored.  Can I bill for my 30 hours lost?  It took nearly 8 months to learn that information and only when I demanded an exclamation why all that worked was ignored.  Then, I was told a strategy by **** that I had to get rejection letters from banks that denied a home equity line of credit.  I told her I had already tried a couple of times. Rejected by Rocket Mortgage and Atomic Credit Union.  She told me to try to get more, at least 3.  And, then I learn that I need a letter from the *** on the total balance owned from *********** I still have not qualified for an equity line of credit.   It was then that I learned that Capstone Tax had not done anything with the ***, not even filing a "stay" or a "power of attorney" to speak on my behalf.  This is 9 months after signing my contract with Capstone *********************************** is in breach of contract for a very long time, despite my complaints and escalations on this matter.  I would like my money back. I have asked for it 3 times now.  And, I was put-off and ignored.  And, I gave them several chances already to develop an amiable working relationship with me and develop a legal relationship with the **** Both have not been done.  Please refund my money for non-performance of contract. 

  I called the *** and have negotiated a deal with them regarding taxes owned and after that I filed this BBB complaint due to your companies breach of contract. 
  

  I'm sorry, but I have tried and have been patient for several months now. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/20/2023

  ******,

  I have received your rejection and explanation. I would still like to find some time to discuss this matter in more detail over the phone with you. The reason I want to have this call is so that we can have a ***** discussion about your experience and I can make a determination on issuing you a refund and make arrangements for it. Can we talk on Tuesday of next week? Please let me know a good time for you. 

  Sincerely,

  ****************************

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19933906
  
  I am rejecting this response because: I do not know how to contact this person and I'm tired of trying with your company.  

  Plus, I an sending the copy of the emails I had sent to them.  Notice in August of 2022, I asked where was the work with the **** I got ignored basically.  it wasn't until January that I demanded to know why they had ignored all the data I had sent in last summer.  Wow.  Really blew that off.  Plus, anytime they sent an email, I usually did not know about it.  And, then I did ask for help doing some receipts with 2021 taxes and they didn't want to do that. I'm not able to work with the format of these people.  And, I definitely cannot work with the attitude of ********************************* who is always back peddling and using her "go-to" responses to act like she doesn't understand anything.  *************************** promised big things.  None of these happened. And, breach of contact for non-performance is sadly where it is at.  Maybe the folks at Capstone Tax are already task-saturated.  Maybe they need help, but that's not my area of concern.  

  I restate again, please give me a full refund so we can all move on. I really need that money I've been paying high-interest rates on and I will do the taxes myself as I did 2021. I've already worked out a plan with the *** myself. 
  

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

  

  Business Response

  Date: 04/27/2023

  ******,

  You can call me directly at ************ to coordinate your refund. 

   

  *************************

  Customer Answer

  Date: 04/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  **** has agreed via a phone call this afternoon to refund my cost of services paid to Capstone Tax. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/18/2022

  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 met with CapStones representative in October of 2020. I am still in the same place with no movement and now it is December 2022? I have paid Capstone just under $7000 dollars to put together an offer and compromise for me. When I initially began with Capstone my income was very low and we could have got an offer accepted by the **** Because Capstone switched me around to 4 different associates the offer was never sent and now I am in a better financle position. When I got **************** my last several months of Bank Statements I let her know I have 2 bank accounts, she said I dont want the *** to find out about this other account?? What? She put together a falsified offer and compromise. I only caught it because the paperwork was returned because I forgot to sign a page. Good thing because ****** had me down as low income with a completely false and incorrect offer and compromise put together. What if this had gone through?? I would be in big trouble with the *** not ****** or Capstone. The worst part is I told ****** how hard I have worked to change my life and she clearly didnt care as she put together an offer and compromise that could get me into penalties and big trouble for the **** I will make one more attempt to get with the Owners tomorrow. I know it is highly unlikely I will ever see my money back. I just hope the ownership can help me get this finished. What a headache for over 2 years now.

  

  Business Response

  Date: 12/19/2022

  Hi ******, 

   

  We are in receipt of your complaint and our Services Director ******************************* will be reaching out to you today to set up a meeting and address your concerns. We look forward to speaking with you soon and finishing your case for you as soon as is possible. 

   

  Sincerely,

   

  ****************************

• Initial Complaint

  Date:09/12/2022

  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.

  On 9/2/2021 , for a flat fee of $2100, I contracted with Capstone Tax Consultants to negotiate a settlement with the *** under the innocent spouse relief provision. After returning the signed documents, I was instructed to not have any further contact with the *** and to forward any communications to Mr. ****************************** I received an introductory letter from *************************, Mr. *********** assistant. Among other items he requested certain financial information from me. Which I provided. In a subsequent text message he requested the name and contact information of my revenue officer at the ***. Beyond that there was very little contact between us. On September 16, 2021, my husband passed away. This had a drastic impact on my financial position, and rendered the financial information I previously provided irrelevant. In late April 2022 **************** informed me that I had to send my 2021 income information so he could process my income tax return. He said he would file an extension and have the taxes completed asap. That was the last time I had any contact from ****************. My taxes were not prepared and an extension was not filed. My phone calls and text messages went unanswered. I did not become aware of this until August 2022. During the same time, ***************************** contacted me and told me that because of delays in my case(???) I had to pay an additional $2,000. He told me I could not use a credit card (as I had for the initial payment) but that he had to withdraw directly from my bank account.. I stupidly paid the additional money, after all, I had a fiduciary relationship with Capstone, right? All communication stopped after I paid the money. On 9/6/22, I finally called *****************, my revenue officer at the *** and she told me upon my husbands death, she marked the file deceased and closed the case. She never received any communication or request for information from Capstone! EVER! I have requested an accounting of work completed on my case but have not reci

  

  Business Response

  Date: 09/15/2022

  *****,

   

  Our ****** Services Director, *******************************, has reached out to you directly about your case. Please discuss with him your concerns regarding our representation and we will do whatever we can to make this right. I am sorry you have had a negative experience with our firm. We will do all that we can to make sure your experience with ** is a positive one. We look forward to speaking with you soon. 

   

  Sincerely, 

   

  ****************************

  Vice President

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17937471
  
  I am rejecting this response because: The information you sent did not address my concerns. You sent a print out of my *** accounts; I already have them. I am requesting, for the fourth time, an accounting of how my money has been spent over the course of the last 12 months. It seems that you are admitting that nothing has been addressed with the *** regarding my account.  If this is the case, why was I charged an additional $2,000 in June 2022 by Capstone? Why was I told I could not pay by check or credit card? Why was my $2,000 withdrawn directly from my bank account? Is it possible that one of your former employees kept those funds for themselves? I have a very uncomfortable feeling about this behavior, and will not hesitate to take this further if necessary. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/29/2022

  ****************. My apologies. I will have ******************************* reach out to you directly today with an accounting of our time spent on the case. He will send this information to you via e-mail. If, at any time, you need further assistance you can contact me directly at ************ or at *********************************** I look forward to resolving this issue for you soon.