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:03/28/2024

  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.

  On February 3, 2024, I paid PEQ Tax Services $85.00 to file my Federal and State tax returns. I received my Federal refund but did not receive my State refund after 5 weeks. I called the office on March 8, 2024 and spoke to Patricia B****** and told her I was concerned I didn't receive my State refund. She said I will call you back. She called me back and stated my State tax return was NOT filed. I said how does this happen? She said I'm sorry but mistakes happen. I said I paid for service and did not receive it. On March 22, 2024, I sent an email to Ms. B****** asking for $42.50 back from my $85 paid since she did not file my State return and said she did. She did not file it until I called her and told her it wasn't filed. She had no idea. On March 26, 2024, I received a response to my email stating she will not refund me $42.50 and used the excuse I had a discounted rate when filing my taxes. This has nothing to do with the rate I was charged. At the end of her email she said "Apparently our services have not met your expectations. Regrettably, you should explore other tax preparations services for next year." I had been using PEQ for over 25 years and never had any issues. A couple years ago the owner died and now the business is treating long term clients this way. I feel I paid for a service that was not done until I called them. For 5 weeks I thought my State return was filed but it was not. I would like $42.50 back from my payment to PEQ.

  Business Response

  Date: 04/10/2024

  Thank
  you for this opportunity to respond to a customer’s concern about service she
  was provided.  Everything stated in the
  customer complaint to you was factually correct.  There was an oversight made when submitting
  her return to NYS and it was not filed in the timely manner we are known for
  and our customers have come to expect (as they should).  Once the customer contacted us and we became
  aware of the problem, her return was immediately filed with NYS.  The service we provided, although later than
  it should have been, was completed.
  
  The
  customer states, “I had been using PEQ for over 25 years and never had any
  issues.”  I believe most companies and
  customers would be very pleased with this high quality of service we are known
  for and our customers expect....No issues in 25 years...Outstanding!!!
  
  In
  regards, to the refund of $42.50, we do not feel obligated to return any part
  of the fee she was charged since the service was completed.  Furthermore, the customer already enjoys a
  discount of $50.00 off our regular pricing. 
  However, in an effort to satisfy this matter for the customer we would
  like to invite the customer back next year at which time we will complete her
  service again at $85.00 the discounted price she received this year.  We believe this is a fair and just resolution.Tell us why here...

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ********* ********