Complaints

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• Initial Complaint

  Date:07/25/2024

  Type:Billing 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.

  In tax years 2021 and 2022, we worked with Brenda J Fritz. The tax preparation bill for 2021 was $4995. The original bill (attached) was not itemized and no schedule of fees ever provided. Brenda alerted us, before handing the bill to us in her office, saying a new client's first year tax preparation bill is larger than usual because of all the research involved, but to know that the second year's bill would be much less. Several months later, we followed up trying to understand what the second year bill might look like before working with her again. Nothing definite was offered, just less than the first year. The second year's bill was exactly the same, though the research unnecessary and the services not the same. For 2023, we left her services; the bill for the same taxes/same circumstances was $385 from a CPA who was incredulous at what we paid for 2021 and 2022. With that in mind, on May 18, we approached Brenda with a certified letter that she never signed for. Following that, we hand delivered it to her office (it is attached). The letter asks her to review her billing, detail it so that we can understand her fees, etc., and to adjust the billing to industry standards and return what we overpaid. Ultimately, we communicated over email with Brenda providing inaccurate details and also suggesting that she bills for such things as "emotional support" and timely services (both years she filed an extension for my mother's taxes -- not at my mother's request). The itemized billing (attached) that Brenda produced is incomprehensible. Costs are listed for opening an email -- there are duplicated costs -- amounts moved to the next year's bill (which we never heard anything about) -- an amount subsumed by the film (which we never heard anything about). Overall, we believe dishonesty is obvious in both the billing and the communicating about billing. We are still asking for an adjustment to our billing, which she has denied.

  Business Response

  Date: 08/08/2024

  Thank you for bringing your concerns to our attention.  We value all
  feedback as it helps us to improve our services.  
  
  We understand that pricing can be a significant consideration and we
  appreciate the opportunity to clarify this matter.  The services we provided
  were tailored to your mother's specific needs, taking into account the
  complexity and scope of the work required.  Different services have varying
  levels of complexity, expertise, and time commitment involved, which can
  impact pricing.  Our rates reflect the high quality and specialized nature
  of the services we provided ensuring that your mother received the best
  possible outcome.
  
  Comparing our prices with those of other services can be challenging, as it
  may not always be an apples-to-apples comparison.  Factors such as the level
  of expertise, the time required, and the personalized attention given to
  each client's unique situation all play a role in determining final cost.
  
  As we have communicated, the services we provided were for much more than a
  simple tax return.  The engagement included various office and telephone
  conferences and consultations throughout the year, advocacy services, out of
  pocket expenses, and the preparation of the income tax returns.
  
  We have professionally and timely responded to every request you have made
  by providing information to substantiate our fees.
  
  With over 40 years of experience in this profession, working directly with
  clients, this is the first time we have ever experienced a complaint or
  comments like this.
  
  We have reviewed your concerns regarding the alleged overbilling, and after
  careful examination of our records, we found that all charges were
  accurately applied based on the services provided and the agreed-upon terms.
  
  
  We understand that billing matters can sometimes be complex and we are
  committed to ensuring complete transparency which is the reason we provided
  an additional very detailed billing statement explaining the services
  provided to supplement the original billing statement, as you requested.
  
  Thank you again for the opportunity to respond to your questions.  Our goal
  is to provide the best service possible to our clients and ensure that all
  clients understand the value of the services they received.
  

  Attendee panel closed

  ************ ******* *** ****** **
  

  
  

  Customer Answer

  Date: 08/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ****** J Fritz continues to see nothing wrong with her billing, though every CPA, Financial Planner as well as the Kansas Board of Accountancy has indicated that her business practices include unethical and excessive billing and fees.

  As an example, we should not be charged for stepping foot in the office when asked to deliver a document or sign a form.  When an email comes in, simply having it arrive in the Inbox should not be billed.  We should not be billed for a call that does not go through.  On a more serious note, all tax documents were delivered to ****** with plenty of time for an on-time filing for both tax years 2021 and 2022.  Extensions were not at our request.  Any billing relative to tax return extensions should be refunded.  Finally, as another example, hundreds of dollars are billed as "prepare supporting documents"; how does this relate to the $2472.16 for preparing the income tax returns.  In our view, there is dishonest and duplicated billing in this.

  Had we gotten an itemized bill in the first year, we would never have returned for another year of working with Brenda.  Had we gotten a fee schedule or a clear sense of what the second year bill would be, we would not have returned for a second year.  At no time were ever given a fee chart or schedule, or a clear explanation.  Once we were told not to be surprised by the first tax preparation bill; once, when we inquired, without giving any specifics, we were told that the second year's bill would be less -- the second year's bill was exactly the same.  We were never told that we had a remaining balance that carried over from year to year.  All we ever got was the original bills, both with a total amount of $4995, neither with detail.

  We are asking for a refund of $4995.

  
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