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:11/28/2023

  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.

  Invoice date : 04/09/2023 I was told about **** for an associate and decided to try it out. I traveled to *************, ** . It was my first visit and I was asked to complete a form and wait for assistance. In the forms that **** ask to complete I didn't see anything or read anything to states preparation fees. Upon entry of this facility I didn't notice any verbiage or new policies for tax preparation fee or any fee's in general not unless your filing taxes. So, I spoke with ******* about my personal tax and possible business tax information which i did not have and I explained that I would come back to complete. I checked with other providers and decided to use my old tax service which my taxes was completed before April 15th 2023. *******: We have the policy posted throughout the office that states Effective January 1, 2020 Preparation fees will be charged if a preparer uses your documents to prepare your return and you choose not to use **** for your e-file. This is NOT an estimate. If you would like an estimate you MUST tell the preparer beforehand. Please note that an estimate is simply that, an estimate. The results may differ significantly from the actual preparation. Preparation fees vary based on the forms filled out to complete the return. There will be a MINIMUM preparation fee of $75 payable at the time of preparation should you choose not to file with ****. Your particular return based on the 28 forms completed would have been $449. Since you did not have us e-file your return your fee was cut almost in half. I am sorry that you feel as if it was a waste of time. We too have time in the preparation of the return and we are a business. I am sure you understand that as a business we charge for our time and knowledge.******: I responded and asked where exactly on the **** website does not any of this exist ?*******: It is not posted on our website nor is it required to be. I ******: I did not recall nor see any verbiage

  Business Response

  Date: 12/07/2023

  On Monday, November 27, 2023 at approximately 9:30 a.m. *************************** called in to inquire about an invoice that she received.  She stated that we did not file her 2022 tax return and asked why she was receiving an invoice.  It was explained to her that though we did not file the return, we did fully prepare the return according to the documents that she provided us on February 25, 2023.   After the explanation ****************** said,Ok.  My card is in my car.  I will call you back within the hour to make my payment over the phone.
  At 12:45 p.m. on that same day ****************** sent an email asking us to provide your company policy on preparation fee vs. filing for free and when that information was told at the beginning, middle, or end.
  At 1:12 p.m. she sent an additional email basically asking the same information and where it is located on our website.
  At 2:25 p.m. a reply was sent to ****************** stating the policy itself and that we have it located throughout our office.  It was also reiterated with her that we completed the return and only charged her for the preparation.
  At 2:39 p.m. ****************** emailed again asking where on our company website she could find the information and that she didnt see it in the office.
  At 3:55 p.m. a reply was sent to ****************** stating that we do not have it on our website nor is it required to be there.  However, we do have it posted in the office where you sign in at and at each desk.
  Within the week following the emails and her paying the invoice she left a ****** review to which we responded that she did not ask for an estimate but actually had the return prepared, that we discounted her fee to only include the preparation and not the filing, and explaining that we are a business and that time was taken to prepare her return therefore she owed the fee.
  In regards to this answer here is a timeline of events:
  On February 25, 2023 *************************** came in to file her tax return.  She was a new client and was asked to complete our New Client Information form.  When it was her turn to be seen we prepared the return with the documents that she had. On that day she stated that she had a sole proprietor business that she would need to include within her return.  She said that she would return with her schedule c information along with her prior years tax return so that we could verify information from it for possible carryover purposes.  Her file was noted of this and her original documents were given back to her.
  On July 20, 2023 we mailed her the first invoice for services rendered. 
  On October 31, 2023 we mailed out a second invoice.
  On November 27, 2023 ****************** called in as stated above.  In addition to her calling in she sent periodic emails and was replied to.
  On November 28, 2023 ****************** made her invoice payment via our website in the amount of $238.99.
  Within the week a ****** review was left by ****************** to which there was a response given.
  On December 5, 2023 an email was received by the BBB.
  
  To help further explain, all emails are attached along with a copy of our policy regarding fees being charged if we prepare the return and the client chooses not to file with us as well as the difference in and estimate and preparing the return.  This notice is posted at the sign in desk where ****************** signed in at and obtained a clipboard with the New Client Information form.  It is also posted at each desk in our office.  Clients can see the notice both in the lobby portion of our office when they sign in and while they wait as well as at our desk.  Pictures are attached as well to show the location of the posted signs.