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:04/02/2025

  Type:Product 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.

  We have been with hilltop tax since 1991 with ***** we never had to worry about our taxes ever until this individual bought it , wee decided we would give them a chance . *** 2024 we sent in all of tax information to hope loose sometime later in April we called and asked about our taxes they said they had to put in for an extension. May our taxes were done and we owed an substantial amount of money , thinking something was wrong we had a taxes person look over what hilltop had done along with 2023 taxes ***** were calculated wrong by hilltop and cost me for refilling ****** . Hope told us we did not give her pertinent information we have the email chain for proof the everything she asked for and more was sent in , she feels she did nothing wrong but we have substantial proof that she is a horrible cpa and Im requiring a refund of *******, ****** for 2024 and ****** for 2023 . After our new cpa review our taxes for these years we received large refunds but I am still owed through the incompetence of hopes office for the money that I payed them to mess my taxes up for two years. Thank you for reviewing this case there will also be lots of social media posts on this company for what they have done to us and Im sure we are not the only ones.

  Business Response

  Date: 04/21/2025

  I received a phone call on March 6, 2024 to prepare the ********************************************************************************************************************************* another state. I suggested using our portal system, which they had access to. I also suggested they take pictures to make uploading from their phone easier. I scheduled to work on their return on March 19th. I had not received any documentation by then and figured they were still working out their computer issues. I received a phone call on April 9th asking what the status was. I left a voice mail on the taxpayer's phone and sent an email to them on April 10th stating that I had not yet received any documents and that if I did receive them within the next couple of days that I would make sure they were completed on time. I had reprioritized them. On April 26th I sent another email letting them know that I had not received any documents. This was a lengthy email reminding them of their options to share the information with me. I had done this as a response from my March 6th email that referenced our phone call that same day. May 9th was the first receipt of documentation which were emails with pictures of the taxpayer's w2 and other documents. These were consistent with the documents received in the past years. I responded that day and thanked them for these and would work on it and reach out with questions soon. May14th I received more documents through email.

  The return was prepared and went through our reviewing and prepping process. We prepared the tax returns to be mailed to them. They were called on May 28th. They e-signed the authorization to e-file on that same date. My front office staff do this contacting. This was timely. 

  They later contacted my office to say they had not received their return and so a staff member emailed it to them directly. I received an email on May 30th disengaging my services and making many accusations of not being prioritized and similar to what the complaint is here. I did have them share the documents they had amended and addressed the fact that they had added a dependent that has never been shared with myself, nor the previous owner. I received no information about a dependent. They also shared another page of the w2 which included withholding from another state. I never received that page and when I spoke with the client later that year about them owing to the state, they told me that all of the income was from a different state (which was on the w2) but had an erroneous amount. I suggested that they may need a corrected w2.

  I did not have the information they used in the amendment. I was never given this information. They shared it with another accountant for their amendment. I completed the returns accurately based on the information given to me. I prioritized them multiple times throughout tax season. I spoke with the spouse, primarily as the taxpayer has a job where they travel much of the time. This is the person complaining about no phone calls and lack of communication. This is incorrect. 

  I have been respectful throughout this business relationship and have expressed care and concern many times. I have received many personally derogatory and threatening emails from the taxpayer. 

  I have all email communications and records of the timing of all processes. I hope this clears up any confusion. I had to use email as a primary form of communication because of the distance and needing records shared. After receiving threatening emails, I made a decision to only communicate in writing for records sake.