Complaints

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  Evergreen Tax

  3845 Paige Dr Waterloo, IA 50702-5603

  
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  Evergreen Tax

  10 E Charles St Oelwein, IA 50662-1739

  

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:05/15/2025

  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.

  On February 26th, I dropped my information off to have my income tax completed. Was told 2-3 weeks. I waited. About April 11th, I called, was told my taxes were being worked on. Didn't hear anything. I called on May 5th, left a message. No call. I went in on May 7th. The receptionist told me she got my message, she had to check with ****, the owner. Today is May 12th and I still haven't heard anything. I was told they received a lot of papers the same week I took mine in. It is supposed to be first come, first served.

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to this complaint. We appreciate the chance to clarify the circumstances and provide documentation regarding Ms. ******** file.
  Ms. ******* dropped off her 2024 tax materials on February 26, 2025. At the time of drop-off, she was informed that we would need a copy of her prior years return (2023) before work could begin. She later returned and provided the 2023 return. However, because her return involved rental property, we also required the full depreciation detailnot just the summary that appears in the return. We communicated that clearly.
  Ms. ******* did not initially provide the depreciation schedule, and we later had to request it from her prior preparer, which further delayed our ability to proceed.
  Because her file remained incomplete well into the season, we were unable to begin work. In alignment with *** compliance standards, we filed an extension on her behalf to avoid late-filing penalties. This was done as a courtesy and at no charge.
  This season was unusually demanding, as our firm absorbed hundreds of new clients following the closure of a nearby tax practice. While we strive to honor a first-come, first-served approach, returns with incomplete documentation cannot be worked until all materials are provided. Clients who submitted full documentation later in the season were prioritized accordingly, ensuring each return was handled with accuracy and care.
  Ms. ******* did follow up with calls in April and May, which were noted and addressed internally. However, given the continued dissatisfaction and breakdown in communication, we made the decision to discontinue the engagement. A formal termination letter was sent on May 15, 2025, explaining that we would not be completing the return, that no fee would be charged, and that her documents were available for pickup. She has since retrieved all materials.
  We regret that Ms. ******** experience did not meet her expectations. However, we stand by our decision and our commitment to *** compliance, client confidentiality, and professional standards. We consider this matter closed and wish her the best in finding a preparer better aligned with her expectations.
  Resolution ****************start="2585" data-end="2588"> Documents returned to client. No tax return completed. No fee charged.

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23320962
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/27/2025

  I was not contacted that more information was needed. When I called them, I was told the information was received and they were working on it. After that I could not get any information. The only call back I received was after I posted a comment on social network. **** was rude and even hung up on me. I went to pick up my documents and they were not in the office, she had them at home. After picking up my documents, I got my taxes done the same day. I was very worried about having to pay in thousands, as I was previously advised.  I went through anxiety, depression,  and worry for months.  I believe she needs training on how to run a successful business.