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:10/01/2024

  Type:Order 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.

  ***** tax preparer filled my 2022 without permission, $1,957. 2023 he kept my income tax for 2023, $6,741. The owner acts as though he has no knowledge of the tax preparer where abouts.

  Business Response

  Date: 11/05/2024

  We take all customer concerns seriously and strive to provide the best service possible. In this case, we have done everything we can to accommodate and assist the customer. Our approach has always been to remain open and honest regarding the actions of our independent contractor tax preparer, despite the challenges of not being able to communicate directly with that individual. We would like to note that this tax preparer is no longer under contract with our company.
  
  
  Upon hearing the customers concerns, we immediately informed them of our willingness to help in any way necessary. We also provided guidance on the proper channels to pursue in order to resolve this matter, including advising the customer to reach out to the appropriate authorities. We made sure to explain that contacting the *** would allow them to reverse any funds if necessary, ensuring that the customer would still receive the resolution they need.
  
  
  As for the customers request for a refund or compensation for what they feel they have lost, our investigation revealed that we are not in a position to issue a reimbursement. It appears that the independent tax preparer did not have unauthorized access to the customers information without their willingness to share it. Our findings also indicate that there may have been a personal relationship between the customer and the tax preparer, which further complicates the situation.
  
  
  As the owner of T&L Taxes, I have personally communicated with the customer multiple times, expressing my dedication to making them feel valued. We have explored all available options to assist them. However, given the circumstances and our limited liability, we cannot issue a refund. We encourage the customer to continue working with the *** and relevant authorities to ensure they receive any necessary adjustments or support.
  
  
  Thank you for allowing us the opportunity to clarify our position. We remain committed to supporting our clients to the best of our abilities.
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22366194
  
  I am rejecting this response because: still as a business owner, I feel there should have been more done. Mr. ****** saw for himself the errors and changes that were made to my information. I feel you are still responsible for any actions associated with your business, especially fraudulent activity.

  Yes, I do feel I should have been compensated before it got to this point, it's the most business ethical thing to do.

  Lastly, I'm definitely offended by the statement made regarding a "personal relationship" between the tax preparer and myself. I have always been professional when dealing with my personal finances.

  He was referred to me, and I wanted to support a black businesses. What was done to me should not have happened and the disregard about it it all leaves me very disappointed. I trusted the wrong business.

  Tell me how would you feel if this happened to you?

  Would you want to be compensated for what was stolen from you?

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/06/2024

  Thank you for the opportunity to respond to Ms. ****** concerns, as well as for your guidance in addressing this matter professionally and thoroughly.
  

  We sympathize with Ms. ****** situation and understand her frustration regarding the issues she has faced. As a business, we have always strived to maintain transparency, integrity, and responsibility in all client matters. When Ms. ***** brought her concerns to our attention, we took immediate steps to support her, including coordinating with local authorities and advising her on further actions to safeguard her interests.
  

  We understand that she may feel additional compensation is warranted; however, we firmly believe that we have done our part in good faith to assist and provide guidance throughout this process. We are not liable for the independent actions of a former contractor, especially when steps were taken to sever ties with the individual in question and assist the client in connecting with appropriate legal channels.
  

  As to her feelings regarding the mention of a personal relationship, this was not intended to offend but rather to clarify the nature of our understanding based on communications received. We apologize if this language was perceived as dismissive, and we appreciate her professionalism in all interactions with our firm.
  

  Please know that we take these matters seriously and remain available to provide any additional assistance within the scope of our responsibilities.
  Thank you for allowing us to clarify our position.

  
  Sincerely,

  
  ******* ******
  T&L Taxes

  Customer Answer

  Date: 11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ******* *****

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

  *******, ** 38118