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:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Keith *****, CPA took payment of $1,750 from me on February 8, 2023. He was supposed to complete a tax assessment for me within 3 months. It’s now July 2023. I’ve called and emailed multiple times. He has refused to issue a refund and keeps saying he will get everything to me tomorrow. He's been saying this for months. I left a review on social media, warning others about his behavior. He then sent a text message on my personal cell phone on Monday, July 10, 2023 saying he uploaded the documents. This was after I fired him and requested a refund. He then went on to threaten to destroy my company and make sure I can’t make a living. This is scary because he requires new clients to sign a POA. Keith ***** took payment and did not provide the agreed upon service or products. To make matters worse, he is repeatedly sending threats saying he will destroy my business because I am speaking out about what he has done. Please see screenshots of his text, proving he waited until July to upload the assessment. You can see a copy of the agreement I signed. Notice it says it is good for 3 months. Keith did not provide the services I paid for within the time frame allotted. And this was step one of a process. I will have to hire someone else to start the process for me again since I have already fired Keith. Please help. He has stolen from me and has lied to cover up his behavior.

  Business Response

  Date: 08/10/2023

  Response to BBB Complaint: Keith L. *****, CPA
  
  Dear BBB,
  
  I'm writing in response to the complaint that Ms. Jana ****** filed. I appreciate the opportunity to address her concerns and provide clarity on the situation.
  
  1. Completion of Tax Assessment:
  I acknowledge Ms. ******'s concerns regarding the delay in completing the tax assessment. I would like to clarify that the IRS Transcript Reports for her case were uploaded into her secure portal on April 13th, 2023. She was duly notified about this via email. I apologize for any confusion or miscommunication that may have arisen in this regard.
  
  2. Extension of Time for the 2022 Tax Return:
  I understand Ms. ******'s concerns about the 2022 tax return. To address this, I prepared the extension for her at no additional charge. When she later requested a copy for financing purposes, I provided it promptly and without any cost.
  
  3. Communication and Alleged Threats:
  I deeply regret any perception of intimidation or harm. It has never been, nor will it ever be, my intention to engage in any form of intimidation towards clients. I strive to maintain professionalism in all interactions and apologize if any of my communications were perceived otherwise.
  
  4. Engagement and Service Terms:
  I would like to reference the engagement letter signed by Ms. ****** on February 7, 2023. The terms clearly state the scope of our engagement, the services to be provided, and the "no refunds" clause. I believe I have adhered to these terms and provided the services as agreed upon.
  
  5. Discussion and Mediation:
  I have spoken directly with Ms. ****** in an attempt to resolve her concerns. Unfortunately, we could not come to a mutual agreement on the matter. The engagement letter she signed does reference mediation as a means to resolve disputes. I am open to this approach and would be willing to share the cost of mediation 50/50 to find a resolution.
  
  In conclusion, I take my clients' satisfaction seriously and always strive to provide timely and efficient services. I apologize for any inconvenience caused to Ms. ****** and am committed to finding a resolution that ensures she receives the service she deserves.
  
  Thank you for your attention to this matter, and I trust that this response provides clarity on the situation.
  
  Sincerely,
  
  Keith L. *****, CPA
  
  
  

  Customer Answer

  Date: 08/11/2023

  
  Complaint: 20307106
  
  I am rejecting this response because:
  I engaged Keith's services on February 8th and paid the full amount of $1,750 as per our agreement. The purpose was to obtain a tax analysis, with an agreed completion date of May 7th. Regrettably, there have been complications in this process and the work was not received in the agreed upon time frame.  The information below, combined with the uploaded PDF will help prove that the tax analysis was not uploaded until July.  To make matters worse, Keith has removed my access to the secure portal.  This means I cannot even access the documents for which I paid $1,750. 
  
  Keith claims to have uploaded the tax analysis on April 13th, but I did not receive any confirmation of this upload via email. See attached screenshots of the emails.  There’s nothing around that time frame from him. When I checked the portal at the end of March, knowing that we were quickly approaching the three month mark… there was no trace of the analysis. Concerned about the time frame, I reached out to Keith seeking an update, to which he responded by saying he would talk to me later.  
  
  I placed considerable trust in Keith's professionalism, with the tax analysis being the initial phase of a more extensive project. Unfortunately, his inability to meet the agreed-upon deadline has resulted in a substantial loss of time and progress on my end.  I now have to start the process over.
  
  Keith has yet to provide any evidence of the alleged upload on April 13th. Our correspondence shows that I informed him of the absence of the analysis in the portal on July 7th, to which he initially assured me via email that it was there. However, this was not the case upon my subsequent inspection. In response to my concerns, he sent a text to my personal cell phone promising to upload the analysis on that day (July 7th) but did not follow through. (See screenshots)
  Subsequently, I then communicated my decision to terminate our arrangement and requested a refund and dissolution of the POA, given the evident non-completion of the task. 
  
  On July 10th, Keith notified me that the tax analysis was ready for upload. I find it perplexing that he had to upload a document that was supposedly already there.  That does not add up.  Again, he has yet to produce proof of the April 13th upload.  This is because he is lying.  He did not provide the tax analysis in the agreed upon time frame. 
  
  Reviewing our email and text correspondence highlights the clear absence of progress. Despite multiple attempts to seek updates, Keith's responses have been unsatisfactory. Adding to the situation, he has revoked my access to the portal/website where the documents, for which I paid $1,750, are located. This further compounds my dissatisfaction.
  
  In light of the circumstances, I strongly believe a resolution is necessary. The non-fulfillment of services, coupled with the removal of access, has left me at a considerable disadvantage. Therefore, I am requesting a refund of the $1,750 paid for services not rendered.
  
  I trust that a thorough review of the evidence and correspondence will underscore the urgency of this matter. Your intervention is greatly appreciated, and I hope we can arrive at a fair and reasonable resolution soon.
  
  I would like to note that I did receive a request from the BBB for permission to use the emails and texts in order to make the media and news stations aware of the situation. The answer is yes. In addition to providing emails and the text threats, I am happy to do interviews with the local news as requested. It is important to make the public aware of Keith's actions. 
  Actions he could easily make right with an apology and a full refund of $1,750.
  
  
  Thank you for your time and consideration.
  
  Sincerely,
  
  Jana ******

  Business Response

  Date: 08/20/2023

  Response to Complaint: Mediation Offer - Case #20307106
  
  Dear BBB,
  
  I appreciate your assistance in addressing Ms. Jana ******'s concerns. I'm writing to provide additional information regarding the engagement letter and our willingness to pursue mediation as a potential avenue for resolving the matter.
  
  Indeed, Ms. ****** agreed to mediation as a way to settle any disputes that might arise during our engagement in the engagement letter she signed on February 7, 2023,  I want to clarify that I am open to pursuing this approach as a way to find a fair and balanced resolution.
  
  While I understand that the BBB may not be the platform for settling disputes directly, I want to emphasize my commitment to resolving this matter in a professional and collaborative manner. In the spirit of finding a solution that works for both parties, I am willing to share the cost of mediation on a 50/50 basis, as stipulated in the engagement letter.
  
  My goal remains focused on providing quality service and addressing any concerns promptly. I am dedicated to ensuring Ms. ******'s satisfaction and finding an equitable resolution.
  
  Thank you for your understanding and for allowing me to clarify my position. If you require any further information or documentation from my end, please do not hesitate to contact me directly.
  
  Sincerely,
  
  Keith L. *****, CPA
  

  Customer Answer

  Date: 08/21/2023

  
  Complaint: 20307106
  
  I am rejecting this response because:

  The contract specified a 3-month window for Keith to provide the tax assessment, but he hasn't proven he met this deadline. I've shown evidence that he delivered the assessment late, breaking the contract terms.
  
  When I sought a refund due to these issues, Keith responded with threats to my business. I have included screenshots in our previous correspondence.  To make matters worse, I was removed from the client portal, blocking my access to any work completed. This situation shows a clear breach of contract as well. Keith kept my money, but removed any and all access to the products I paid $1,750 to receive.  
  
  Considering the breach, the threats, and the overall unprofessional conduct, I'm requesting a full refund of the $1,750 I paid. I believe this is a fair resolution given the circumstances.
  
  BBB, I appreciate your help in resolving this matter swiftly.   
  
  Thank you.

  
  Sincerely,
  
  Jana ******