Complaints

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• Initial Complaint

  Date:05/11/2023

  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.

  I have used Deer Accounting in *********** ******* to do my taxes for the last 3 years. This year when we went in to pick up our taxes the secretary told us we owed $7,000, my husband just about passed out! We went home and looked things over and we saw where he made a mistake on his W-4, but as I talked to others I realized there were other things missing. I took our taxes to ***** ***** for a second look and they found us $4,000! So on 4/12/23 I called Deer Accounting to see what they could do to help! I first talked to ************** and she was very sorry and said they needed to do what they can to make this right, so she had the owner ******* call me back. This was *******'s responses to my concerns:1. You have my son marked as a daughter - nothing 2. My daughter is in college - I didn't know that!3. Why didn't you suggest us meeting to figure this out, we have never owed that much before - What do you want me to do put a big sign in my yard we have meetings 4. She said to me you get statements every month when you get paid look at those!5. She said do yo get my quarterly newsletters? I said no - she said you should!6. I said my son is adopted - I didn't know that!7. I want my $280 back - No, Never my people did their job!

  Business Response

  Date: 05/23/2023

  Deer Accounting was founded in 2018, and we take pride in building personal relationships with clients.  In addition to payroll and bookkeeping, we support the community through both individual and business tax preparation.   We use our annual mailers, as well as personal, one-on-one meetings, to reach and connect with our clients.  Oftentimes, if clients are comfortable, and they don't feel that additional explanation is needed, they will drop off their tax items to be prepared.  In these cases, our staff will reach out to clients only if questions arise.  Upon completion of tax preparation, clients are then contacted and requested to review and sign the tax filing, which gives ** approval to electronically file on behalf of the client. 

  In the case of **********************, it is accurate that our office has prepared her returns beginning with tax year 2020.  Since she chose to drop-off the 2020 tax documents as a new client, our client contact began with my introductory email on February 27, 2021.  I connected with the family to request clarification on missing details, such as property tax paid and 529 contribution amounts.   The client was timely in communication response over email, and even sent a couple of questions back to my office that same day, regarding the "results" of the filing, and whether stimulus checks were taxable.  No questions were sent from my team while preparing the 2021 tax filing, but the team contacted ********************** by phone (more than once) through the process of the 2022 tax preparation, to ask questions about a ****-misc that we'd never seen before in her file. 

  The 2022 tax return was prepared, signed by the client, and filed by our office.  *********** was provided timely and executed in-full.  The client, being dissatisfied with the results, sought a second opinion, which offered a different outcome.  Given that this client chose to drop off items to Deer Accounting, rather than requesting an individual consultation (like was requested at H&R Block), my team provided an adequate service.  Evidence of my office initiating client-contact can be provided dating back two years. 

  Lastly, the validity of this client complaint is in question based on the following:  The actual response from ******* was, "should I have had a sign posted suggesting meetings are offered?".  The descriptive word "big" and "in my yard" were never stated by ***************  The addition of those words / phrases changes the tone to the original question, and suggests ******* was disrespectful to the client.  Likewise, Deer Accounting has never sent a newsletter, and definitely not quarterly.  *******'s actual response was "do you receive my mailers?".  The addition of the words "quarterly" and "newsletters" suggest a different type of client connection, which is not the case.  ******* would not, and did not, ask if "quarterly newsletters" were received.   A refund will not be offered in this case involving a client seeking a second opinion.