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:05/16/2023

  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 contacted this business on 2/22/23 to get information on submitting my w-2s for my taxes to be done for last year. I used them the previous year and everything was timely and fine. This year I inquired about emailing my information to them and they provided me the email address. I included a screenshot of the email sent to them. They stated someone would call me when my taxes were done. I also included the call log for every time I called to check on the status. You can see in the call logs that I have NEVER received a call back. They were all outgoing calls. Of the 24 times I tried contacting the business, someone answered the phone 3x. The first 2x was before tax day on April 18th. Both times they again stated that someone would call me back when they were ready. I called several more times after that and no one ever answered until 5/4/22. That person said they have been out of office since tax day and someone will call me the next day, which would’ve been 5/5, but no one called. I have left several voicemails with my contact information (which they have had the entire time) to no avail. I am a single mom who does not receive child support. I was in between jobs, from no fault of my own, from Jan to late March and I NEED that money. At the very least I should know how much I am getting back on my taxes and if they have been filed. The lack of communication with this business is absolutely UNACCEPTABLE. My life has been greatly affected by this in ways I can explain further if needed. My credit has been affected. My debts have been increased tremendously and I face collections because this business decided to retain my information, not my return calls, and I can’t afford to pay someone else to do them. Please help me get the money that I deserve. I am a tax paying individual and always have been and I feel I have no obligation to pay that company their fees for the service I’ve been provided and would like confirmation of that so I can reach out to another co.

  Business Response

  Date: 06/01/2023

  I was in a meeting with a client who had just lost her spouse when I received repeated calls from a number with the caller id ******* I did not answer the phone as I was in a difficult meeting,  After the meeting, I checked the open case file and since there were none with the ****** name, I blocked the number.

  After I received your original letter, I texted ** ***** and gave her the office cell phone for future communications.  She originally emailed her W2s with only her birthdate and ex-husbands name.  I asked her for her current address and dependents.  She informed me that she was filing her taxes elsewhere.   She asked me to email her a copy of her 2021 return which I did.

  We regret that we did perform our duties to *** ***** satisfaction.

   

   

  Customer Answer

  Date: 06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  In the original email, I signed it with my correct name, I stated in the email that my name may have been different at the time, my attached w-2s had the correct name, and the multiple voicemails I left stated my correct and previous name. Completely blocking the number of a potential (actual repeat) customer is absolutely unacceptable. Your excuse of being in a difficult meeting is understandable, if I didn’t call on multiple different days over the course of 3 months with no response. If you looked at the attachments, you would clearly see both of those arguments are null on your end. I’m not asking for anything from your business other than for you to be aware of the terrible service I received. I am a single mother who was unemployed for the first part of the year and I desperately needed that money. By negligently disregarding my email/calls, you hurt mine and my kids life in ways I can’t explain to you. I can only hope you learn from this for the future clients who choose to trust in your business practices.  
  
  Sincerely,
  
  ***** *****