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:01/30/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 signed a contract with Tax Help Network in February 2019 to resolve my back tax issue with the State of Connecticut and the Federal Government. I completed all the paperwork and assignments required and the process began.
  The company fee would be a percentage of the agreed settlement and I paid that which was a total of $10,000. The firm resolved my back tax issue with the State of Connecticut and had a tentative agreement with the federal government when COVID hit.
  Everything came to a standstill. Since then I have been unable to reach Jennifer S****** who was my primary contact person at the firm. I phone and text and email with no response. The main company phone number sends me to the voicemail of an employee I’ve never spoken to or worked with.
  I need to resolve this matter. I need someone from this company to contact me. This companies actions are unacceptable to me.

• Initial Complaint

  Date:04/25/2023

  Type:Order 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.

  
  Complaint: 19979046
  
  I am rejecting this response because:

  I still have a sizable outstanding tax debt with the ****************** and I contracted with this company to come to a compromise with both the federal government and the ********************.  While I acknowledge they did resolve my outstanding debt with the state my debt compromise with the federal government is still pending.

  I paid Tax Help Network $10,000 in total.  This is their fee for resolving both issues.  I dont feel comfortable removing my complaint until services are rendered.  I have been their client for four years.  I extended them a grace ****** because of the pandemic.  I need this issue resolved.  
  

  Regards,

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

  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/15/2023

  Please be advised that we responded/resolved the following complaint directly with the client on 4/26/23.

  Recap of our correspondence with *********************************:

  Upon receipt of Complaint ID: ********, we emailed the client directly and expressed our overall surprise that she a. filed a complaint with the BBB and b. the basis of the complaint was not entirely factual. ******************** has been a client of ours since February 2019 and we provided a number of services for her during that time and have had periodic 'follow up' check ins with her via email and/or by phone. 

  Services Rendered to ******************** thus far (in addition to monitoring her tax account):

  1. We conducted a comprehensive discovery of her federal and state (**.) tax matters and provided her with our findings.

  2. We acted as a conduit between her real estate attorney and the ************* in the real estate sale transaction of her condo. In that transaction we specifically negotiated her state back taxes from the original liability of $38k to $24k and facilitated the reduced liability to be paid off at the time of closing.

  3. We prepared and sent a 'Cease and ******' letter to a private debt collector (regarding her federal taxes)

  ******************** sent us a follow up email response where she acknowledged our business relationship and expressed that her filing a complaint was done hastily and out of panic that she was not able to reach an associate of ours that was her point of contact. Please see below for the client's email response and confirmation that this compliant was merely a misunderstanding and therefore resolved:

  Absolutely 
  All the contact information you gave me left me unable to get through to you.  
  I called Tax Help Network directly 6 times and was forwarded directly to the voicemail of a person Id never heard of . . . never dealt with and who never returned my calls.  I was being advised that I was in dire straits.  I think it was a natural reaction to panic slightly.
  I am abundantly relieved to hear from you as you have always serviced my account most efficiently and to the highest of standards.
  I look forward to our continuing relationship and to the resolution of my federal tax matter.
  
  Regards,
  
  *****************************

  Thank you kindly, Tax Help Network

   

  Business Response

  Date: 07/17/2023

  We are surprised to hear that ******************** has chosen to proceed with the complaint, despite her e-mailed admissions of reasons in making the initial complaint, stating that she panicked when she tried to reach an employee multiple times and was unable to.  Following the complaint, we had immediately reached out to her to clarify any confusion and she expressed both relief and willingness to proceed with our services.  We then asked ******************** if she would consider retracting her complaint, to which she had responded with a clear Absolutely.  Furthermore, she wrote the following about her experience with our company: I am abundantly relieved to hear from you as you have always serviced my account most efficiently and to the highest of standards. I look forward to our continuing relationship and to the resolution of my federal tax matter.
  
  Upon ******************** leaving her second response we tried reaching out to her by phone, leaving multiple voice mails, and as of today she has not returned our call.  We would like to continue working on her federal matter, however, to do so would need her to call us and keep the line of communication open.  It should be noted that unlike her state matters her federal issue is rather involved and both the process and timeframe of completion is heavily determined by the **** which we do not have control over.That said, based on the clients own admission that it is her experiences that our services are of a high standard and efficient, we ask BBB to conclude their investigation of this complaint and advise the client to contact our firm directly to continue with our services.  
  
  Regards,
  *********************

• Initial Complaint

  Date:11/06/2022

  Type:Sales and Advertising 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.

  Thank you for this. We are happy to withdraw our complaint in exchange for a refund. 

   

  I made multiple attempts to call / email / text (I will document and annotate these in detail at your request; the attempts are in excess of 15, spread over a period of over eight weeks). 

   

  I contacted the *** on my own to initiate a new installment plan agreement because I'd been unsuccessful in my many attempts to contact you over a relatively long period of time. 

   

  I hope you can understand my perspective. I don't think we are situated well at this point to work together. 

   

  I do appreciate your correspondence and look forward to hearing from you.

   

  Tamar and ****

  
  
  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.
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/16/2022

  Although we respectfully disagree, our goal is to ensure that our clients are satisfied with the services we provide. For that reason, our partners have agreed to issue a full refund. Separately, we do appreciate you retracting your complaint with the BBB.

   

  Please be aware that your refund can take to **** business days to process.

   

  On a separate note, I wanted to revisit/remind you of the additional error in your 2021 tax return. Despite your disengagement with our firm, I hope you follow our guidance to remedy the error prior to the *** so you can get ahead of any potential negative recourse.

   

  My sincerest apologies for not meeting your expectations, I wish you the best of luck.