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:05/09/2025

  Type:Customer Service 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.

  We engaged Innovation Refund Solutions to assist with filing our Employee Retention Credit (ERC) claim. As part of the agreement, they placed a lien on our business to secure their fee, which is to be paid once we receive funds from the ****However, we are now seeking to have this lien removed and have been unable to get a response. I have emailed their team more than five times over the past month and called over 15 times. Each time Im told that someone will get back to me, but no one has followed up, and we have received no formal communication or resolution to date.This lack of response is directly affecting our business operations and financial standing. We are requesting assistance or guidance on how to resolve this issue and have the lien released in a timely manner.and

  Business Response

  Date: 05/15/2025

  This customer is represented by Counsel and therefore cannot be contacted directly by anyone from Innovation Refunds.  General Counsel for Innovation Refunds will advise counsel for ******************* on how to secure a lien removal, which will be either by paying the invoices due in full or sending proof of withdraw from the *** program. 
  

• Initial Complaint

  Date:04/28/2025

  Type:Product 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.

  Our business filed for *** with Innovation Refunds for Employee Retention Credit. Innovation Refund filed the papers and of course like everyone else waiting for 2-3 years to get their refund because the *** has been overwhelmed with and making sure application's are filed Correctly, which ours was NOT by Innovation Refunds!!!We received a letter from the *** stating if our application was not refiled by April 28th due to box 30 and 31 not being checked by Innovation Refund, we would loose our application and not get our refund. We signed a contract to pay Innovation Refund 25% for their services. So far the past few years, they have been very aggressive trying to get their money even when we had not even received our checks yet and Innovation Refunds went as far as having an Attorney send us a letter stating if we didn't pay then their 25% they would take us to court. How can you pay someone their 25% when you haven't even received your money yet. I contacted them 2 weeks ago regarding this *** letter we received, email it to them and have since called 3 times trying to find out the status. The *** stated we would loose our filing on the April 28th if it wasn't filed. So far as of today April 25, 2025 we have no information if it has been filed. Only thing we get when speaking to Innovation Refunds is they have escalated it and someone is working on it. They are awful at customer service and I cant even get in touch with the case manager cause they all use the same phone number and they cant transfer me. I also looked on the internet at the Class Action Lawsuits that Innovation Refund has against them, please don't use this company and do your research before contacting them. We will loose ****** dollars minus their 25% of course if this isn't filed by April 28th. Research wisely!

  Business Response

  Date: 06/12/2025

  We believe this issue has been fully resolved and appreciate the customers cooperation throughout the process. In order to respond to the *** request, we connected the customer with the independent tax professional retained by the customer to calculate and file the original ERC submission.  We are advised the updated documentation was completed accurately and submitted to the *** within the required timeframe. To confirm delivery, the customer provided us with a **** receipt showing the documents were mailed to the *** as instructed. Innovation Refunds is paying the tax professional for the work done on behalf of the customer.

  Should any further concerns arise, our team remains available to help.

• Initial Complaint

  Date:03/20/2025

  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.

  Innovation Refunds filed a tax credit refund for $432,000 with IRS, *** has paid considerably less than that. They are in violation of their contract of 6/2/23, on multiple fronts, including amounts agreed to for fees, services agreed upon, compensation, communication, and timelines. Because of that, they are not entitled to their fee as agreed upon. This is a company that does not respond to requests, has no escalation to process to anyone who has authority or knowledge, cannot justify why your agreed upon terms were denied, etc. I have learned that it takes 30 minutes to prepare and file the paperwork for this and for that they are charging me an exorbitant $109,000 for this service. Disgusting

  Business Response

  Date: 04/10/2025

  Innovation Refunds (IR) takes allegations of contractual violations very seriously. This customer mischaracterizes the contractual obligations and services provided by **. IR referred the customer to a tax professional, with whom the customer separately engaged, to perform the services necessary to determine the eligibility, calculate and file the customers Employee Retention Credit claims.  IR performed all its duties under the contract, including paying all costs and fees to the independent tax professional for the work it performed to file the customers *** claims. As a result, not only was this customer issued the full refund calculated by the independent tax professional, but the *** also paid interest on the *** amount owed. Despite several attempts to address all of this customers questions and concerns, this customer continues to find reasons to be dissatisfied with IR and excuses not to pay the fee it is contractually obligated to pay. 
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23088576
  
  I am rejecting this response because: this company has not responded to my several concerns about their contract violations, despite my attempts to escalate those concerns to legal and executive team. Their statent that they have contacted me is not factually accurate.
  
  Sincerely,
  
  **** M Fine

  Business Response

  Date: 04/11/2025

  Our general counsel will be reaching out to Mr. **** next week.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23088576
  
  I am rejecting this response because: it is unresolved until we come to a settlement agreement with counterparty
  
  Sincerely,
  
  **** M Fine

  Business Response

  Date: 06/20/2025

  This was settled directly with the customer

• Initial Complaint

  Date:03/04/2025

  Type:Product 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 worked with innovation refunds for an *** claim. I purchased my business in 2020. We made the mistake of not updating the name and contact information of the *** associated with the business. So when we received the the checks associated with our claim they were in the previous owners name. Given the mistake I personally reversed the *** claims. I reversed the claims myself as Innovation Refunds was unwilling to help in anyway. Regardless, I sent the checks back to the *** Voided and submitted 5 941x returns reversing the ***. The *** has even sent correspondence acknowledging the receipt of the void checks. That said Innovation Refunds continues to send me daily invoices asking me to pay them invoices for services rendered even though I never cashed the checks, sent them back to the ***, and reversed the **** At this point it seems as if they are trying to bully me into paying a debt that I do not owe, and despite trying to clear this up for nearly a month no one seems to be available with the company to stop these invoices.

  Business Response

  Date: 03/07/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and clarify the steps we are taking to resolve the issue.
  Our customer service specialist, *****, has been in direct communication with the customer. The customer received Employee Retention Credit (ERC) checks issued in the previous business owners name. Upon contacting the ***, he decided to return the checks and reverse the **** While he followed some steps to accomplish this reversal, the *** has only provided him with an "amount due" letter showing a zero balance rather than an official ERC withdrawal confirmation. Typically, a formal withdrawal process results in an approval letter from the IRS.  We request a copy of the letter to ensure the *** was not paid and cancelled and we update our records so that we can write-off our fee. 
  
  As an immediate action, our team has paused the customers invoices as we wait for the formal IRS approval letter so we may verify that the *** has received and processed the returned checks. We are advised the customer does not the **** and he is therefore unable to obtain the necessary tax transcripts. We have requested the tax preparer who originally prepared the *** filing documents for the customer pull the transcripts for the customer. Once we receive confirmation that the checks have not been processed, we will be able to resolve this matter by reversing the invoices. In the meantime, we have kept the customer informed of our efforts and will continue to provide updates as we make progress.
  Please let us know if any further information is required. We are committed to addressing this issue as efficiently as possible.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23016641
  
  I am rejecting this response because:

  Calling the *** and getting transcripts should be pretty straight forward with POA. Yet they still have not resolved the issue. I acknowledge ***** has been in touch but the fact I am writing this a year after this should have been resolved is unacceptable.

  To be clear in her response ***** suggests I did not take the standard approach to withdrawing my **** What was the standard approach a year ago before the *** rolled out the withdrawal process in August of 2024? August 2024 was 6 months after I returned the checks and amended the 941x to reverse the **** A year ago no one at Innovation Refunds had any advice on how to handle this issue. They told me to call the ***. I followed their advice. They gave me advice that I followed 6 months prior to the new withdrawal process. Again the *** is only sending "Withdrawal" letters to people who fax in there withdrawal via the new "Standard" process which was rolled out 6 months after I sent checks back. So I did as they instructed one year ago and Innovation was zero help nor offered to reverse the claim for me. So any suggestion of what I should have done is unacceptable as I was left to handle it myself.

  Further, I have provided them adjustment letter from the ***. These show adjustments in the exact amounts of the checks. Ironically, when you look at another complaint from another customer via ******************** website ******************** cites adjustment letters as proof another customer received a refund. Yet they do not accept my adjustment letter as proof I sent the refunds back. It feels as if they are looking for any opportunity to extract money from that I should not have to pay. I asked for help on this a year ago and they washed their hands of my claim when it became clear they would have to do additional work. I did the work to resolve the issue without them and followed instruction from the ***. A year later after they were no help they start sending invoices. Unacceptable lack of professionalism.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/01/2025

  We appreciate the opportunity to respond and clarify the matter. 

  Innovation Refunds previously invoiced the customer following the issuance of their ERC refund check, in accordance with our standard process and contractual agreement. 

  Upon learning of the customer's intent to withdraw their claim and their voluntary return of their ERC refund checks to the **** we provided guidance on the proper procedures necessary to formally complete the withdrawal. After receiving proof of the official withdrawal, we immediately took action to resolve the matter.

  We sent the customer confirmation that the documentation requested regarding their companys withdrawal from the Employee Retention Credit was received by Innovation Refunds and our mutual contractual obligations to each other are completed.

  We thank the customer for their cooperation in this matter. Should they have any questions, they should not hesitate to contact us.

  Sincerely,
  Innovation Refunds Customer Accounts Team
  *********************************************************************

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23016641
  
  I am rejecting this response because: This response is satisfactory to me w/ the exception that I have not received correspondence from Innovation Refunds confirming our mutual contract is complete. I would like to receive correspondence that my invoices are resolved and I will not be receiving them anymore. I request this because a year ago I was told this was resolved and then started receiving invoices a year later. I would like to have proof that this issue is resolved should I start receiving invoices again in the future. Upon receipt of such proof this response is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/14/2025

  We sent the confirmation letter requested by this customer.  This matter should now be resolved in its entirety.

  Customer Answer

  Date: 04/14/2025

   
  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:02/25/2025

  Type:Billing 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.

  In December of 2023 we made an agreement with Innovation Refunds to file our ERC credit for us. This agreement stated that once we receive our payment from the ***, then Innovation Refunds will invoice us for a certain percentage of the *** payment to receive their payment for their ******* is now February 2025 and we have still not received our IRS payment, we have contacted the *** and were told our *** is still under review. Though we have not received the payment from the **** Innovation Refunds continues to send an invoice for us to make a payment to them. They began threatening that they would add a late fee to our invoice. I have repeatedly (almost daily) responded to Innovation Refunds stating that we have not yet received our payment from the *** and therefore will not yet be paying their invoice yet. They have now added a 1.5% late fee charge on our invoice, which goes against our agreement.

  Business Response

  Date: 03/07/2025

  We appreciate the opportunity to respond and clarify the steps we are taking to resolve the issue.
  The customer signed a contract with our company on January 23, 2023, and the 941-X forms were sent to the IRS shortly thereafter, with tracking confirming their delivery. In November 2023, we introduced our monitoring service and extended the opportunity for customers to enroll, but this customer did not respond to those emails. Over time, we sent a few general update emails, but there was little communication from the customer until we sent an ERC Payment Due email to her on January 2, 2025.
  
  On January 28, 2025, the customer responded, stating they had not yet received their ERC checks from the *** and inquired about the source of our payment timeline. We provided an explanation and encouraged them to reach out to the Taxpayer **************** (TAS) for further assistance. Unfortunately, we did not create a Missing Checks Ticket in our system at this point and follow-up invoices were sent.
  We have contacted the customer to acknowledge their concerns, apologized for the frequency of invoice emails, and reassure them that we will  update our records to ensure late fees were not applied.
  
  Steps Taken to Address the Issue:
  Invoices Suppressed: As of February 2025, we have suppressed the invoicing emails to prevent further frustration for the customer.
  No Late Fees Applied: While the customer was concerned about late fees, none have been applied to their account.
  Missing Checks Ticket Created: We have now created a Missing Checks Ticket to properly track this case.
  Monitoring Enrollment Opportunity: The customer will be added to the list for our upcoming monitoring campaign, which will help track ERC processing for those who did not enroll initially.

  Customer Answer

  Date: 03/10/2025

   
  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:01/21/2025

  Type:Product 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 worked with Innovation Refunds to determine whether our business was eligible for the Employee Retention Credit (ERC). Innovation Refunds is entitled to a percentage of the *** received from qualifying businesses they work with. They claimed that we were after reviewing the documents that we provided to them. However, we were notified by the *** that we did not qualify for the ***. Despite this, they have been sending harassing emails asking for payment when in fact we did not qualify for the ***, as confirmed through *** correspondence. They have falsely been claiming that we received the *** funds when we did not. Despite my repeated attempts to tell Innovation Refunds of their error, they continue to contact me with an incorrect invoice (which would only be due if we received ERC funds, which we did not).

  Business Response

  Date: 02/11/2025

  We are corresponding with this customer and actively working resolve all concerns. We withdrew our invoice and are paying for an independent tax professional to assist the customer with all issues and communications with the ***. At this time, the customer awaiting a response from the ****
  

• Initial Complaint

  Date:11/21/2024

  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 am writing to formally complain about several issues with IR, including inaccurate invoicing, misleading communication, lack of transparency, and undue pressure. Below is a summary:1. **Unsubstantiated Invoiced Amounts:** On 10/3/23, I was told the invoices were based on 941x tax documents I submitted. However, these dont guarantee *** accuracy. Despite requesting clarification and supporting documentation, *** received nothing. ** repeatedly stated that check copies are needed for invoices, yet they issued invoices based on my provided forms. Until clarified, I find it unfair to proceed with payment.2. **Misleading Information** On 1/29/23, ** claimed my company would qualify for $99,000 in refunds, but this now seems misleading. Ive dealt with 7 different representatives, and despite repeated assurances that *** refund checks would be issued, none have been received. Lack of the checks they guaranteed on 8 separate occasions yet still invoicing our company is a threat to our financial well being and is against their contract. **'s contract states, "no recovery, no contingent fee."3. **Failure to Provide Documentation:** Ive requested documentation to substantiate the invoiced amounts, including refund projections and breakdowns, but these requests remain unfulfilled. This lack of transparency is unacceptable.4. **Persistent Pressure to sign voluntary participation forms:** Ive received numerous emails urging me to sign up for the *********************** despite being told its "not required." These emails seem designed to mislead people into signing up under false pretenses. They have sent two bill collectors and a lawyer after us, who, after I explained the situation, refused to represent them. I am submitting this complaint after 12 months due to no communication from them in the last 6 months. I question whether this business practice is intentional, hoping that the elapsed time will place people outside the complaint timeframe.

  Business Response

  Date: 12/11/2024

  First and foremost, Innovation Refunds takes allegations of misrepresentation very seriously and considers this customers statements to be slanderous and libelous.  None of the email messages posted by this customer, even while taken out of context and incomplete, are false or misleading. Innovation Refunds communicated consistently and truthfully with this customer in an effort to support the customer throughout the *** refund process.  It is important to note, Innovation Refunds did not make any assurances regarding when the customer would receive refund checks.  Rather, we provided estimates, based on *** payment history. Unfortunately, Innovation Refunds has no control over the **** including when it decides to issue refunds, so we can only provide estimates. In addition, due to slower *** processing times that resulted from the moratorium placed in September 2023, Innovation Refunds reached out to all of its customers to offer a FREE tax monitoring service so they could track when the *** payments were being made. This was done at no cost to the customer, but at a significant cost to ********************, in an effort to further support our customers throughout *** refund process, especially in light of the *** delays.
  
  Secondly, we have attempted to contact this customer on numerous occasions over the past year, without success, in an effort to collect fees owed  for services provided by Innovation Refunds, and to resolve any issues pertaining to the amounts owed. Regarding the customers request for documentation, while these are all documents the customer should have in its possession, ******************** is happy to provide any documents in its possession pertaining to this customer and is eager to resolve the issue of this customers outstanding balance.  The documents would have been provided had the customer simply reached out and asked directly. Unfortunately, until now, we did not receive any such request. It is actually the customer that failed to provide ******************** with documents the customer is required to provide in accordance with its contract with Innovation Refunds. Specifically, the customer is required to provide ******************** with copies of the refund checks it receives from the *** so that Innovation Refunds can send invoices for the services it provided.  It is through other means that Innovation Refunds learned three of the customers ****************** were processed.  It is based on that information that the invoices for services rendered were sent to the customer.  After numerous attempts to collect the amounts owed, and with no communication from the customer, ******************** sent the customer to an outside collections agency. It is only now, through this public BBB complaint, that the customer is first communicating with ******************** requesting clarification and alleging misrepresentation.  We are requesting the customer to please reach out to us directly via email at ******************************************* or by phone at ************, so we may resolve this matter amicably and professionally.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22584609
  I am rejecting this response because I have requested documentation clarifying how the invoiced amount was determined on six separate occasions. I have all the emails as proof. Most recently, after filing a complaint with the BBB, ****** from Innovation Refunds contacted me on 11/21, stating he was out of the office until 11/25 and would respond upon his return. However, I never received a follow-up.
  Additionally, I have received eight separate emails confirming that we would receive physical checks from the **** and that these checks would be used to determine the amount owed. To date, I have not received any checks from the IRS.
  Furthermore, I have received seven separate emails from them regarding "Tax Guardian" with them pressuring me into signing up, often using different names in an apparent attempt to deceive me into filling out the form. I have all the emails and am happy to share them to demonstrate the difficulties I have encountered in dealing with this company. Like I said I have all the emails I am referring to and can share to serve as supporting documentation. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/02/2025

  Weve attempted to resolve this matter with the customer, and she will not respond to our communications.  Our records show that the customer reached out to us only one time, and never responded when we attempted to contact her.  Due to non-payment of invoices, and failure to respond to our attempted communications, the customer was sent to collections. Below is a detailed response to each of the customers assertions:
  
  I have all the emails as proof. Most recently, after filing a complaint with the BBB, ****** from Innovation Refunds contacted me on 11/21, stating he was out of the office until 11/25 and would respond upon his return. However, I never received a follow-up.Our customer service representative advised the customer, by email, Thank you for your email!

  - We are doing some research into this for you. I will be out of the office on Friday 11/22 and returning Monday 11/25.

  - While this is not relevant, the customer service representative did not indicate she would respond to the customer upon her return to the office. 

  
  Additionally, I have received eight separate emails confirming that we would receive physical checks from the **** and that these checks would be used to determine the amount owed. To date, I have not received any checks from the ***.
  

  Innovation Refunds did attempt to communicate with this customer on numerous occasions. Those communications went unanswered. The details are as follows: 
  

  - In or around July 2023, the customer received from the *** a communication commonly called an Overpayment Statement. The customer provided us with a copy of that communication.  From our experience with other customers who received the same letter, this was an indication that a refund check from the *** would be mailed shortly thereafter. Under the terms of the contract with Innovation Refunds, customers are required to immediately inform us when they received checks from the ***.  Customers are also required to send copies of the refund checks so we may invoice accordingly.  It is basically an honor system.  We did not receive any such communication from this customer, so our billing department reached out to her multiple times- all with no response.  
  

  - On September 15, 2023, a voicemail message was left for the customer, again requesting copies of any refund checks she may have received and advising her we would be sending invoices based on the refund numbers in the Overpayment Statements. The customer only responded one time, on October 25, 2023.  An Innovation Refunds representative called the customer on October 31, 2023 and left a voicemail message. We continued to reach out, but there was no response from the customer
  

  - After months of attempted communications regarding the outstanding invoices, on February 2, 2024, the customer was place with a third-party collections agency. 
  
  Regarding Tax Guardian, again, this is software that allows for tracking of *** refund checks and is a free service Innovation Refunds offers to its customers.  Our records indicate ******************** sent four email messages offering this service to the customer.  It is possible that Tax Guardian sent the other communications. If the customer accepted this free service and signed up for ************, there would be a clear record of when the *** sent refund check.

  Business Response

  Date: 01/06/2025

  Weve attempted to resolve this matter with the customer, and she will not respond to our communications.  Our records show that the customer reached out to us only one time, and never responded when we attempted to contact her.  Due to non-payment of invoices, and failure to respond to our attempted communications, the customer was sent to collections. Below is a detailed response to each of the customers assertions:
  
  I have all the emails as proof. Most recently, after filing a complaint with the BBB, ****** from Innovation Refunds contacted me on 11/21, stating he was out of the office until 11/25 and would respond upon his return. However, I never received a follow-up.Our customer service representative advised the customer, by email, Thank you for your email!

  - We are doing some research into this for you. I will be out of the office on Friday 11/22 and returning Monday 11/25.

  - While this is not relevant, the customer service representative did not indicate she would respond to the customer upon her return to the office. 

  
  Additionally, I have received eight separate emails confirming that we would receive physical checks from the **** and that these checks would be used to determine the amount owed. To date, I have not received any checks from the ***.
  

  Innovation Refunds did attempt to communicate with this customer on numerous occasions. Those communications went unanswered. The details are as follows: 
  

  - In or around July 2023, the customer received from the *** a communication commonly called an Overpayment Statement. The customer provided us with a copy of that communication.  From our experience with other customers who received the same letter, this was an indication that a refund check from the *** would be mailed shortly thereafter. Under the terms of the contract with Innovation Refunds, customers are required to immediately inform us when they received checks from the ***.  Customers are also required to send copies of the refund checks so we may invoice accordingly.  It is basically an honor system.  We did not receive any such communication from this customer, so our billing department reached out to her multiple times- all with no response.  
  

  - On September 15, 2023, a voicemail message was left for the customer, again requesting copies of any refund checks she may have received and advising her we would be sending invoices based on the refund numbers in the Overpayment Statements. The customer only responded one time, on October 25, 2023.  An Innovation Refunds representative called the customer on October 31, 2023 and left a voicemail message. We continued to reach out, but there was no response from the customer
  

  - After months of attempted communications regarding the outstanding invoices, on February 2, 2024, the customer was place with a third-party collections agency. 
  
  Regarding Tax Guardian, again, this is software that allows for tracking of *** refund checks and is a free service Innovation Refunds offers to its customers.  Our records indicate ******************** sent four email messages offering this service to the customer.  It is possible that Tax Guardian sent the other communications. If the customer accepted this free service and signed up for ************, there would be a clear record of when the *** sent refund check.

• Initial Complaint

  Date:10/24/2024

  Type:Billing 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.

  Innovation refunds owes me a reimbursement check for their fee for a misfiled quarter of ERC. In June they told me 30 days, In July they told me 90 days, and now it has been about 120 and they cannot give me an update. My Senior account managers I was working with are no longer answering my emails or telephone calls.

  Business Response

  Date: 10/29/2024

  We understand the importance of timely communication and updates regarding Ms. ****** reimbursement and apologize for the delay and the frustration this situation caused.
  
  We informed the customer directly that her reimbursement check was scheduled for delivery October 28th via ****** and if she has any further questions or needs assistance, she should feel free to reach out to us directly.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair 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 reached out to Innovation Refunds for *** on 6/21/2023. The process was via email and extremely lengthy. They cost me to lose out on *** due to the long duration. Consequently, the process has been on hold with the government and IRS. Innovation has put a lien on my company for refund money that we may never receive from the government. This Lien is preventing me to get a line of credit to expand my business. Their only solution is to pay them up front for their cut of the refund that i may never see.

  Business Response

  Date: 10/23/2024

  We provided tracking numbers to this customer, showing the amended *** returns were sent to the *** in July 2023, the very month after Innovation Refunds was first contacted by the customer.  There was no delay.  We understand the frustration with the long IRS processing times and the temporary moratorium on processing claims.  Unfortunately, Innovation Refunds has no control over the IRS.  Regarding the lien, Innovation Refunds pays all attorneys fees and other costs associated with filing our customer *** claims so the customer has no out of pocket costs and has no financial risk should the returns be denied or rejected by the IRS.  We do not collect any payment unless and until the customer receives a refund.  This is very costly and puts Innovation Refunds at great financial risk.  Because of this, Innovation Refunds, with the express consent of its customers via the contract between ******************** and the customer, places a UCC-1 lien against the *** refund.  This is our only guarantee for payment, other than the contract. The lien is not attached to any other assets. If the customer does not receive a refund, the lien is of no consequence. We are happy to have our legal department reach out to this customer to discuss potential options regarding the lien.
  
  

• Initial Complaint

  Date:09/27/2024

  Type:Product 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.

  Innovation Refunds (IR) assured me I qualified for an ERC refund from the *** in late fall 2022. My wife and business partner had died during the eligibility window, and I had sacrificed paying myself so I could keep my employees on the payroll, so in laymans terms thought I had a good case. I submitted supporting documents (payroll, P&L statements, etc.) required for ** to prepare the 941s to submit to the ***. In March 2023 IR told me I qualified for over $110,230.06 and that I would owe them $25,091.35 upon receipt of funds from the ***, which I received in July 2023. I promptly paid Innovation Refunds an $25,091.35 commission After receiving the refund from the ***. In October 2023 I discovered IR was under suspicion for *** fraud, so I took the same supporting documentation I provided them to an accountant with expertise in *** filing. My accountant proved to me in writing by quarter using the *** checklist how I was not and never was qualified for ***, and urged me to return the funds to the *** under their amnesty program which I did in March 2024. I sent Innovation Refunds a copy of my accountants letter citing specifically how I did not qualify for each of the quarters concerned and why, using the *** checklist for refund eligibility. An Innovation Refunds senior account executive (Cesana) initially made an offer to remit $10,857.83 to me. I asked them to return the entire amount, but remained open to a compromise. After I made multiple overtures for a response over the next two months, he finally responded by telling me to contact their legal department, and I have not heard from them over the past month since doing so. I have lost $25,091.35 to Innovation Refunds, and I have incurred over $5000 of legal and accounting bills trying to get them to refund what was essentially a fraudulent claim placing me in legal jeopardy with the ***.I have been scammed, and want my $25,091.35 back.

  Business Response

  Date: 10/07/2024

  First and foremost, Innovation Refunds takes allegations of fraud very seriously. We have never received any communication from the IRS or any other regulatory authority that we are under any form of suspicion or investigation for improper behavior or actions relating to the ERC or any other matter. To say otherwise is both slanderous and libelous.  Innovation Refunds take all necessary and appropriate actions should any such false statement be made publicly. 
  
  Furthermore, Innovation Refunds is a marketing and referral company. It does not make any determination of ERC qualifications and therefore would not assure a customer that it qualifies for an ERC refund. Each Customer, this one included, retained an independent tax professional to make the ERC qualification determination, and to file all necessary ERC documentation with the IRS. Innovation Refunds communicated the tax professional’s findings to the customer, but it did not assure the customer of its qualification status. Innovation Refunds also paid the independent tax professional for its work so that the customer did not make any out of pocket payment. Subsequently, the file was re-examined by a second independent tax professional retained by the customer and paid for by Innovation Refunds.  This tax professional agreed with the first professional on all but one quarter.  Innovation Refunds immediately offered to return its fee for the quarter that the second independent tax professional determined the customer was not qualified. The customer then retained a third tax professional, and paid for that professional, to conduct a third ERC qualification analysis. Based on that analysis, the customer voluntarily returned 80% of its ERC refund to the IRS as part of a program offered by the IRS. Although Innovation Refunds performed all of its services under the contract with this customer and paid for two tax professional to do the work, and despite the fact that the customer’s decision to return 80% of its ERC refund to the IRS was completely voluntary, and not the result of an audit or other IRS determination that the customer did not qualify, Innovation Refunds offered to refund 20% of its fee in order to make the customer whole.  The customer was not satisfied with this offer and filed a complaint.
  
  Innovation Refunds would like the opportunity to resolve this matter with its customer.  We are currently requesting information from the second tax professional so the customer may see the basis upon which it made its determination of eligibility. 

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22348487
  
  
  
  I am rejecting this response because:

  Background: In late Oct 2023, Innovation Refunds contacted me requesting I sign a new set of documents authorizing their 2nd tax accounting professional Chelsea Rebeck of Rebeck and Allen to review my ERC packet IR submitted on my behalf the previous winter.
  
  I was reluctant to sign anything first, since I thought my ERC Refund was completed business. Over the next two weeks, they called me every day asking me to sign a power of attorney investing their Tax Professional (Rebeck) authority to review my ERC packet. 
  
  They were so insistent, I began researching Innovation Refunds’ online to find they are under imcreasing scrutiny based on such articles as this:
  
  
  https://www.cnbc.com/2023/10/27/how-innovation-refunds-cashed-in-on-the-employee-retention-credit.html
  
  
  https://www.nbcnews.com/news/investigations/bogus-tax-service-specialists-duped-business-owners-latest-covid-relie-rcna147183
  
  Alarmed, I contacted an attorney (Bill Burns of Hanft Fride Law Firm in Duluth, MN), and asked my accountant (Esterbrooks of Superior, WI) to conduct an audit of the supporting documentation (Payroll, quarterly tax returns, P&L statements) I had originally supplied to Innovation Refunds. 
  
  
  What follows is a chronological listing of the facts leading up to my filing the BBB complaint.
  
  1 Feb: My attorney contacted Ms. Rebeck, and after some communication back and forth recommended I sign the engagement letter IR sent to me, authorizing her to review my ERC packet, in order to move forward in good faith. I signed the engagement letter on 1 Feb,whereupon my attorney sent it to Rebeck & Allen.
  
  8 March: my accountant (Esterbrooks) informed me I never qualified for the ERC for ANY quarter, and urged me to return the ERC refund money I had received from the IRS in late July 2023 by using their amnesty program to avoid finding myself in legal jeopardy with the government.
  
  24 April: Andrew Cesana emailed an offer to remit $10,857.83 due to Rebeck & Allen’s assessment of the ERC Packet IR submitted to the IRS on my behalf, and how I was not qualified for one of the quarters submitted. This contradicted my accountant’s assertion that I never qualified for ANY quarter. I subsequently asked my accountant to prepare a letter citing by quarter how I did not qualify for the ERC, whereupon they created that document using the IRS’s eligibility checklist.
  
  8 May: Esterbrooks provided me with the letter using the IRS’s ERC Eligibility checklist specifying my ineligibility per quarter. (I submitted this letter multiple times to Innovation Refunds in the months that followed, and appended it to the BBB complaint I filed 9 days ago.
  
  13 May: my attorney submitted the Esterbrooks letter to Innovation Refunds with a request to review and resolve.  
  
  15 May: IR (Andrew Cesana) confirmed receipt of my attorney’s correspondence and the Esterbrooks letter.
  
  8 June: after hearing nothing over the past three weeks, my attorney prompted Mr. Cesana for a response.
  
  10 June: Mr. Cesana replied that the Esterbrooks letter was still under review.
  
  11 June – 19 Aug: during this period, I attempted to reach Mr. Cesana telephonically on at least four occasions. No response.
  
  20 August: I sent an email to Mr. Cesana asking him to address my accountant’s findings, suggesting that we could arrive at a compromise, but that his earlier offer of $10,857.83 did not seem appropriate since my accountant clearly identifies how I did not qualify for ERC for ANY quarter. Still no response.
  
  4 Sep 2024: My attorney sent certified mail to Mr. Cesana requesting Innovation Refunds’  resolution of this matter.
  
  4 Sep 2024: I finally received an email from Mr. Cesana directing me to send any further communications to the Innovation Refunds’ Legal Department.
  
  13 Sep: I attempted to contact Ms. Rebeck at Rebeck & Allen (IR’s 2nd tax preparer professional) asking her directly to comment on my accountant’s letter.  No response.
  
  10 Oct 2024: After seven months’ dragging on with no response from Innovation Refunds and Rebeck & Allen, I filed a BBB complaint. Now that I have done so, this apparently is what it took that to get them to address this situation. 
  
  At the end of the day, my accountant says I never qualified for an ERC Refund for ANY quarter, using the same P&L, Quarterly Tax Returns & Payroll documentation I supplied to Innovation Refunds in late Oct 2022. I have spent considerable time and money ($5,000 in legal and accounting expenses) attempting to get Innovation Refunds to discuss resolution. They have ignored me at every turn after I sent them my accountant’s letter citing how I never qualified for an ERC refund for ANY quarter, citing the IRS’s  eligibility checklist.
  
  The $25,091.35 I paid Innovation Refunds to file an ERC refund that placed me in legal jeopardy may not be a lot of money for a billion-dollar company, but it is to me. I would welcome a joint IRS audit of the supporting documentation my business supplied to Innovation Refunds in Oct 2022, and to compare their findings against the findings my accountant asserted using the IRS eligibility checklist.
  
  
  Concluding Remarks: People and organizations make mistakes; no one’s perfect. But I don’t like getting ignored when attempting to address an issue that could have placed me in legal jeopardy with the IRS.
  
  
  That said, I remain open to a compromise and will withdraw this BBB complaint if Innovation Refunds is willing to return 80% of the $25,091.35 I paid them to submit a  flawed ERC Refund packet on my behalf. That would be $20,073.28.
  
  
  It’s my experience when two organizations talk without one side ignoring the other, that’s when things can get resolved. It is my hope Innovation Refunds will resolve this issue through direct communication with me close without having to do this within the forum of the Better Business Bureau of Des Moines, IA.

  
  
  
  
  Sincerely,
  
  
  
  Mark Harrell

  Business Response

  Date: 10/15/2024

  Our general counsel spoke with Mr. Harrell directly about his situation over the phone on 10/9/2024 and we have amicably resolved the issue. 

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22348487, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mark Harrell