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:01/30/2024

  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 have purchased W2 mate for several years to email the ****s to my contractors. The website is a bit confusing but its basically menu style. You buy the options that you need. Last year I purchased the options needed but when I tried to purchase the "emailer" it gave instructions to call to order. I did and was able to complete my ****s. This year, it went much the same way. I purchased what I needed imported all of the information and prepared to use the emailer. I clicked "launch the **** emailer" that is STILL ON THE SOFTWARE, it brought up instructions on how to purchase the option. As per these instructions I called and asked to purchase the emailer only to be tolded it is no longer available. I emailed the sales team and was treated very much the same as the person in the previous complaint. They are not only unhelpful and unprofessional but snarky and hateful. They refuse to refund my purchase price and refuse to even acknowledge how I was misled into purchasing a product I thought I could trust. I would like them to say on the website that the emailer is no longer available.

  Business Response

  Date: 02/06/2024

  Tell us why here...Real Business Solutions strives to offer excellent products and outstanding customer service.
  
  ********************** software applications have been trusted by tens of thousands of professionals over the last twenty years to prepare, print and e-file their payroll and other tax forms.
  
  Why has the consumer continued to purchase from us for all these years if she is dissatisfied with our products and services?
  
  Having used the program numerous times in the past, this customer is quite familiar with it and all of its capabilities. Because the software is so user-friendly, the customer was able to quickly prepare the forms after purchasing and downloading it. The customer said in emails sent to support that she did use the software to prepare her forms.
  
  The customer then wanted an add-on product ***** Emailer) that was never for sale at any time for the 2023 tax season and was never advertised anywhere on the buy page. Customer was upset we no longer had the add-on product (**** Emailer) for sale.
  
  Even though the customer used the software and prepared forms needed, customer service called the customer and offered a courtesy refund, but the customer never replied back.
  
  Since the customer made this claim, the customer needs to show where on ********************** buy page the add-on product (**** Emailer) was advertised.
  
  We consider this claim without merit and closed.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21223664
  
  I am rejecting this response because: Last year for 2022 1099s the emailer was not listed on the buy page so I called and was told that it was only available for purchase by phone. So this year I reasonably expected to do the same. I have attached 2 photos showing prompts still in the software that lead to instructions on how to purchase the emailer.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/12/2024

  **************** never told any customer that E-mailer for 2023 was for sale, and E-mailer was never sold to any customer for the tax year 2023.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21223664
  
  I am rejecting this response because:

  As seen in the attachments from my previous response the software still includes the prompts for the emailer and instructions to purchase the emailer. Which led me to believe that I could call and purchase the emailer just as I did for the 2022 1099s. 

  I will only be satisfied when the following things occur. 

  The emailer prompts in the software should be removed. 
  Send a courtesy email to your customers that used the emailer in previous years letting them know it is no longer available. 
  An announcement on the buy page stating that the emailer is no longer available.
  Retrain your customer service team on how to resolve issues by treating your customers with respect. 

  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/12/2023

  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.

  Short version (I will provide the email for the long version)I complained to the software company because I bought the software advertised to interface with QuickBooks. The software does not interface properly with QuickBooks, therefore it is not as useful. I have received a phone call and 3 ugly almost threatening emails from the company. I want them to a)stop advertising the software as being able to interface with QuickBooks when it cannot and b)leave me alone.

  Business Response

  Date: 01/23/2023

  
  
  
  In response to the Refund or Exchange complain (********) we have fully refunded the $298.00 amount paid by the customer. For the record we have offered the customer refund as soon as she sent an email expressing her dissatisfaction with the software and the customer refused to accept the refund and stated that she has used the software and not interested in a refund. It goes without saying that since the customer was refunded, we expect the customer to stop using the refunded software.
  At the bottom of the claim it states the desired Settlement Modification/discontinuance of an advertised claim. We would like to see where the advertised claim that needs to be modified on our website.
  

  Any body can make any claim the reality is that claim valid?
  

  
  www.realtaxtools.com
  
  

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18805486
  
  I am rejecting this response because:

  The business provided a refund after being told that a refund was not what I asked for.  Their website states that their software "integrates with QuickBooks" and it does not.  However, since they processed a refund against my express wishes, I have now had to delete the software.  I do not wish for any further communication concerning this issue nor from the business.  I have filed with the BBB and it's now part of your record.  I have also posted on two different software review sites my extremely poor experience with this business.  The threatening attitude in the email I provided to the BBB with my original complaint is enough for them to have a bad rating, the fact that their software does not do what it is advertised to do is just icing on the cake.
  

  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/27/2023

  Tell us why here...

  
  We are only replying again because the case shows you expect us to reply back.
  Once we received the letter from BBB with the Complaint Involves (Refund or Exchange) we immediately refunded the entire purchase back to the customer as requested in your letter.
  Since we refunded the customer, we are wondering why this case has not been closed.
  We have also requested before that customer shows where on our website www.realtaxtools.come.com we made the claim that our software interface with QuickBooks
  Since the customer has not provided anything showing that we consider this matter closed in our favor.