Complaints

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• Initial Complaint

  Date:12/13/2023

  Type:Customer Service 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 had been a customer for many years. My husband and I didn't have a problem with our taxes, up until two years ago. For two years in a row, I was audited by the IRS, in 2021 and 2022. I just recently finally received my federal refund for 2021. It took the IRS two years, and during those two years, I called my CPA ******** multiple times, by email and phone and did not hear from her. I needed help and some guidance as to what was going on and she never called me back to explain. Even though, she was the person who filed my taxes! I got nothing. I called *** ***** who is the owner to file a complaint and there was no accountability or apology for the lack of professionalism or lack of communication ******** was providing. He took over and the communication between him and during the two years was awful. I had to call the office multiple times for help and I was not getting that. ***** who I talked to a lot can confirm that. ***** was always professional and helpful. My 2022 taxes got filed by ******** again and I was audited again, I called *** multiple times as to why this was happening a second time. He had no idea, and he hasn't helped me figure out why this is happening. He kept saying everything was fine on their end, he didn't help me call the IRS to figure it out why this was happening. I spoke to the IRS after days and weeks and months of speaking to them and they said the reason why I was being audited is because of how my taxes were being filed! I told *** that, and he was confused as to why. As per the last email, *** has not called or emailed me. I still have not received my refund for 2022 and still waiting. If you have a problem like I did, beware you might experience what I did. He advertises that
  
  "Professional representation can be vital during an audit, and our experience with tax authorities enables us to guide clients in their dealings with federal and state agencies. If you have been chosen for an audit, the professional representation you can find with our firm can put many of your worries at bay. We are ready and willing to answer any questions the IRS may be asking of you."
  
  I never got representation!! My issue has still not been resolved. I got the complete opposite of the previous paragraph he advertises, and I have been patient for 3 years! I also would like my refund of $296. 38. This issue could have been resolved the first year this happened to me if I had the support he advertises on his website.

  Business Response

  Date: 12/27/2023

  We would like to apologize that you are so frustrated.
  However, we provided the services we were engaged to perform. We responded to
  your calls regarding your refund and let you know you needed to wait to hear from the IRS. We focused
  on our other clients when you continued to call and ask because your issue was in
  the IRS’s hands and on their timeline. When you did receive a letter from the IRS
  regarding your 2021 tax return you failed to give us the letter and instead agreed with
  the changes. Which were minimal, but we may have been able to correct had we been given the letter the IRS sent you. You have since received a letter from the
  IRS about your 2022 tax return which states, “You don’t need to do anything at
  this time”. Thus, there is nothing for your CPA to do currently. Despite that, *** responded to you with an email explaining how your filing status works and why the returns we
  prepared are correct to try to set your mind at ease. *** also followed up
  with you in an email on December 7th and asked if you had heard
  anything further from the IRS. To which he received no response from you.
  
  It is worth noting that you were billed in June, and you failed
  to pay both your invoice and your husbands invoice for our services until the
  day before you filed this complaint. Due to the above explanation, we are not
  refunding your payment.