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:04/08/2025

  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.

  The Balanced Hub is in violation of a signed contract for monthly/yearly services. A profit and Loss statement was never provided to our business monthly. Tax preparation for our business was hindered due to the business not completing this item at an additional cost. The Iowa Attorney General has been contacted. I believe we are due the refund of $5425.00 should be refunded due to a non fulfillment of our contract. Neither monthly Reports of Profit and Loss or Video Explanations were ever supplied monthly. Nothing was done until April 4th after complaints and advice of legal counsel was sought and relayed to the defendant.

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond to this complaint.
  The client entered into a monthly bookkeeping engagement with The Balanced Hub. Services included are listed in the engagement letter attached.  ****************** reports & videos were delayed due to missing or incomplete financial information and newly added bank accounts that were not communicated at the outset from the client in a timely manner. Once all information was received monthly management reports were provided to the client.
  The delay in completing the business tax return was not due to negligence on my part, but rather due their books being incomplete due to the above. As part of my standard protocol, and to prevent any late filing penalties, I proactively filed a timely extension for the clients business return.
  Upon the clients 30-day disengagement notice, final reports were uploaded to ensure that they had access to all records and documentation. Work had been performed throughout the engagement, including categorization, reconciliations, payroll processing, sales tax processing and report generation, even if uploads of management reports or video reviews were not consistently requested or completed due to new financial details coming up throughout the engagement that resulted in changes to prior month reports.
  This client paid $5,425 across the engagement period. These funds compensated for professional time and work completed. While I regret that the relationship ended on these terms, I do not believe a refund is warranted, as services were rendered in good faith and consistent with industry standards. I acted in the clients best interest and within the boundaries of the engagement agreement.
  I respectfully disagree with the complaint and request that it be closed as resolved.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23176906
  
  I am rejecting this response because:**** has always had access to all accounts held with the bank. She also did not have our permission to extend our tax filings. She claims she did not know she was to prepare our business taxes in her previous messages, however she filed the extension. No business reports were ever provided until this month per her contract. If she had a question why would you wait until the your customer gives notice to cancel a contract to ask questions that should have been asked last July? 

  This is just an excuse and unacceptable. We are seeking legal counsel if funds are not returned. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/23/2025

  Thank you for the opportunity to respond. 
  
  I have attached a copy of the email response I sent to the client today, addressing the reimbursement request. I believe it addresses all concerns that have been raised by ***** through various complaints submitted to multiple agencies. The full email is also included below:
  
  "Hi ***** - 
  Thank you for your message.

  As outlined in our signed engagement letter, the liability for any claim arising out of the engagementincluding those related to services rendered or alleged negligenceis limited to the amount of one months fees, which in this case is $475. Please refer to the limit of liability section of the engagement letter (copy attached).

  Throughout our engagement, I provided monthly bookkeeping services, which included transaction categorization, reconciliations, and document and communication management. These services require consistent, accurate financial data and significant time investmentnot just the production of deliverables, but all the work behind the scenes to ensure accuracy.

  While I understand your concerns, Id like to address the various issues raised across emails, reviews, and complaints submitted to third parties:

  1. Management Reports:
  The delays in uploading monthly management reports were due to the discovery of additional bank accounts that had not been disclosed. These accounts contained numerous transactions dating back to July 2024, all of which had to be entered and reconciled to ensure your reports were accurate. I do not release incomplete or inaccurate reports, as doing so would misrepresent your business finances and violate professional standards.

  2. Business Tax Return:
  It is accurate that I stated I would prepare your business tax return; however, it was communicated that this could not be completed until your books were up to date and accurate. This is standard practice in order to ensure that filed tax returns are complete and compliant. To protect your business from late filing penalties, I filed a valid extension. While I was repeatedly contacted regarding the status of the business return, I did not receive similar inquiries about your monthly management reports. After careful consideration, and in light of communication challenges and the current nature of our professional relationship, I determined it would not be appropriate or ethical for me to proceed with preparing your ****************************************** the Confirmation of Disengagement & Final Deliverables letter.

  Its worth noting that these concerns were not raised until shortly before the personal tax filing deadline, at which point I began receiving repeated requests regarding the status of the partnership return. Prior to that, there had been no expressed concern about the status of monthly management reports. I understand that the timing may have created a sense of urgency, but the accuracy of your financials and compliance with filing standards must take precedence over timing expectations.

  I have made every effort to deliver services in good faith and to uphold professional standards. While I do not believe a full refund is warranted, I am offering a final resolution of $475, in line with the limitation of liability in our engagement agreement.

  Please confirm if you accept this offer, and I will initiate the payment.

  Thank you,
  **** *****"

  I provided services in good faith, delivered payroll and sales tax reports in a timely manner, delivered management reports once accurate data was available, and took reasonable steps to protect the clients interestsincluding filing an extension to avoid tax penalties.

  I stand by my offer outlined in the email and remain committed to resolving this matter in accordance with the terms of the signed engagement. I respectfully decline the request for a full refund and reaffirm my offer of $475.

  Additionally, due to the nature of the ongoing communications, repeated complaints filed across multiple platforms, and public accusations that have the potential to harm my professional reputation, I have sought legal counsel. As a small business owner, my reputation is critical, and these continued actions pose the risk of lasting damage despite my consistent efforts to fulfill all obligations professionally.

  Thank you again for the opportunity to respond.

  Sincerely,
  **** *****, EA
  The Balanced Hub