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:05/31/2025

  Type:Order 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 for tax services for my personal and business taxes for 2024. Half was paid in February. I was assigned a *** that did nothing for 3 months. My taxes were not done and an extension needed to be filed which I had to inform the *** to do because they didn't do it. The company saw the *** didn't do anything and assigned me a new ***. This new *** is now asking me to redo taxes from 2 years ago because they found issues which I should fix before their do my 2024 taxes even though my taxes were handled by this same company last year.I made as many changes as possible to satisfy these issues but the *** was asking for more accountant work on my end which was never asked for before to handle my taxes. Solutions to resolve the issues were not presented in a way that a non-accountant would understand and I noted as much. At this point with my taxes still not being filed, I informed them that I would like to cancel my services and move to another firm that can assist in properly handling my taxes and the issues involved with past taxes handled by their firm.

  

  Business Response

  Date: 07/09/2025

  This was resolved June 18th, the client did not let us know of any issues before reporting to BBB. Once he did report to us, we took action and fully refunded him. 

  Customer Answer

  Date: 07/09/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/28/2025

  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.

  I signed a $26,310 agreement with Taxfyle intending to streamline tax prep for my financial planning clients. Despite paying $14,011, I was unable to use the service due to significant user interface issues and undisclosed competition from Taxfyles own $75 direct-to-consumer service. This undercut my offering and drove client attrition. I have submitted zero returns and received no value, yet Taxfyle refuses to refund or release me from the contract. My written requests have gone unanswered by their legal team for over two weeks. I am seeking a full refund and formal cancellation of the agreement.

  

  Business Response

  Date: 06/19/2025

  Our contracts are non-cancelable, and the client completed both the full sales process and implementation. That said, we were able to reach a resolution. Attached is a photo showing the client acknowledging the cancellation and agreeing to the refund terms.

• Initial Complaint

  Date:04/04/2025

  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.

  My husband and I filed our income tax with this company and added a paid audit protection to the service. On March 15th, 2025, I received an audit letter with a deadline of April 15th, 2025. Since that day, I have been in continuous communication with Taxfyle to assist with this, advising them that I am leaving to ****** and have until this week to work on it, after which I will have limited access to internet while traveling. To date, I have not received any help and the deadline for filing is in 6 business days. I even scheduled a call with a representative 3 days ago who said she would get back to me promptly. I have not heard back from anyone and time is running out, and need this taken care of immediately.

  

  Business Response

  Date: 05/06/2025

  Client was connected with 20/20 Tax Resolution to work with professionals to respond to notice. 

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23160667
  
  I am rejecting this response because:

  
  The response does not address the fact that the case was turned over to the said company nearly a month after I alerted you about the situation. 20/20 only reached out on 4/9 (6 days prior to the response deadline), while I reported the situation to you on 3/15. There was complete silence on your behalf until that date, which caused us to miss the deadline set by the state for a response and an extension had to be filed. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/11/2025

  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.

  Taxfyle has DENIED me any money making opportunities this year. They implemented an AI lottery system last year where whoever clicks their mouse the fastest out of *****s of people gets the tax return, and they use a skewed algorithm to deny any money making opportunities to its users on Worklayer. I got my first case for $380 this year, and due to a client misunderstanding, they just deleted the task TODAY from my Worklayer because the customer was angry about an extension. I made $15,000 with Taxfyle for 2023, $5000 for 2024, and now NOTHING so far for 2025. They also refer cases that are already closed or no longer viable. They give contractors false hope. I WANT A GAURANTEED JOB OPPORTUNITY, EVEN IF IT IS JUST 10 TAX RETURNS THAT PAY $150 OR MORE. I WANT ONE REFERRAL TO ONE TAX FIRM TO DO MULTIPLE TAX RETURNS LIKE I DID WITH THE PRIME FIRM REFERRAL IN 2023.

  

  Business Response

  Date: 03/12/2025

  Dear Guy,
  We appreciate your feedback regarding your experience with Taxfyle this year and understand your concerns about job opportunities on the platform.
  As outlined in our Contractor Terms of Service (Section 10 - **************************************************************), Taxfyle does not guarantee any specific volume of work, earnings, or assignments to contractors. Our platform operates on a first-come, first-served basis based on defined job routing criteria, ensuring fairness and equal opportunity for all qualified professionals. While we understand that demand fluctuates each season, we continue to expand our partnerships and improve job distribution to maximize opportunities for our contractor community.
  Regarding your specific concerns:
  Job Availability: Work is offered based on client demand, and while some contractors may secure multiple assignments based on routing criteria such as speciality requests or geographical locations, availability can vary. We encourage you to actively monitor and show interest in jobs as they become available.
  Case Removal: Jobs are subject to cancellation in cases where client expectations shift or they wish to work with a different tax professional, and we strive to handle such situations fairly and transparently.
  Referral Requests: While we appreciate your interest in firm referrals, all job assignments are managed through the Taxfyle platform, and direct firm placements are not guaranteed.
  We value your contributions as a contractor and encourage you to stay engaged with the platform for upcoming opportunities. If you have further questions or need clarification on our policies, feel free to reach out to our support team.
  Earnings: We do not guarantee earnings year over year. Our contracts with partner firms who our contractors service, are often for a set time period and these clients may chose not to return.
  
  Feel free to show interest in available job opportunities, but there is never a guarantee and would advise that professionals seek additional opportunities outside of our platform. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23052868
  
  I am rejecting this response because:

  They are not acknowledging that their artificial intelligence is denying me ALL potential business.....and I have clicked on 200 job opportunities for 2025. If the really valued me, they would

  manually give me some tasks. It was not like this in 2023. We did not ask for the catchphrase slogan 'YOU ASKED, AND WE DELIVERED". We did not ask to have to fight with artificial 

  intelligence for any type of job. The customer whose task was just deleted from my Worklayer messaged me back and said she wants me to do her tax return. I wish Taxfyle would do the right thing and

  re-instate her tax return assignment back into my Worklayer that they deleted. I am willing to close this out without pursuing this further if they would at least do that. ** can email me separately if they are interested in doing the right thing. 

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

• Initial Complaint

  Date:07/15/2023

  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.

  4/3/23 Started a request to have my taxes completed with Taxfyle (owned by Tickmark); Was charged $90. Was assigned to an accountant.4/5/23 Received a message saying that the original accountant would not be completing my taxes. Was assigned to a new accountant.4/8/23 at 10:36am Had not received tax return or any updates. Canceled the project and requested a refund in accordance with refund policy for jobs in progress. Taxfyles refund policy states, If you request a cancellation after your pro has picked up your engagement, communicated with you, and begun reviewing your documents (i.e. you and your pro are fully engaged in the discussion of your return), then a cancellation fee of 35% of your quote will apply. Notably, the entirety of my communication up to this point with the accountant was me sending a message asking if he had any questions and a response from him stating, Hi *****. No questions yet! on 4/7/23.4/8/23 at 12:15pm About two hours after I requested cancelation and refund according to refund policy, I received a notice that the status of my tax return had been changed to closed and that my taxes were completed. Taxfyle then charged me an additional $79.98 as though they had completed the return. I sent an email to Taxfyle asking for clarification and requesting the refund. Since my communications through the Taxfyle portal and by email on 4/8/23, I have emailed them two more times. I have received no response. Altogether, TaxFyle has charged me $169.98 altogether. According to their cancelation policy, they owe me a refund of $118.98, but they have refused to respond to my inquiries through the portal or to the email addresses ******************************* or ***********************************

  

  Business Response

  Date: 11/28/2023

  We've followed up with the client and issued a refund in accordance with our cancellation policy apologizing deeply for the delay in response.