Complaints

This profile includes complaints for Keystone Tax Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keystone Tax Solutions

  8295 Tournament Dr STE 150 Memphis, TN 38125-8900

  
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  Keystone Tax Solutions

  6263 Poplar Ave STE 225 Memphis, TN 38119-4701

  

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:02/28/2025

  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.

  - Transaction dates are from 2/8/2025 - 2/24/2025 - I paid Keystone Tax Solutions $49 to start working under their EFIN (Electronic Filing Identification Number). I have not been paid by the business.- Keystone advertises that they get paid when I get paid. As a result, they have been paid and I have not which concludes that this company is looking for an excuse to NOT compensate me. In addition, Keystone Tax Solutions reviews my submitted returns and will let me know of any discrepancies with returns that i filed. I have resolved the discrepancies for some of those returns. However, this company did not advise me of any discrepancies until after I reached out with concerns from not receiving compensation. They also sent me a spreadsheet that I knew nothing about and I don't know where to access that spreadsheet or where Keystone Tax Solutions got that spreadsheet from. To make matters worse, I have clients who are not on the spreadsheet that I have not received any compensation as well.- Upon further checking, the return that I have submitted and not been paid for has been accepted and paid by the ***. No one from Keystone Tax solutions contacted me about me not receiving compensation. No courtesy calls, emails, or any form of communication to let me know what needs to be resolved because it is a gesture of respect to let people know what is to come. That will prove I am not being taken advantage of. With that being said, Keystone Tax Solutions does not honor their "We Get Paid When You Get Paid Slogan."- The Nature of this dispute is that I paid for a subscription to get paid for services completed and I did not receive compensation. - Due to no beforehand communication, this business did not work to resolve the dispute. Instead, this business want me to resolve an issue i knew nothing about. - I was told I do not have access to certain areas in the software. I will also reach out to the Attorney General and the *************************************-

  Business Response

  Date: 03/17/2025

  
  We sincerely apologize for any confusion or issues youve experienced.

  First, we'd like to address the payroll situation. Our records indicate that you accessed the software and prepared your first return on February 4. However, you left a review on February 28th stating you had not received payroll. As a tax professional, you are likely aware that the *** can take up to 21 days to release refunds.

  As such, there were no payroll or funds due to you at that time, as no one in your office had been funded within that 4-day window. Your first taxpayer was funded on February ******************************************************** a rears if all documents required are uploaded which at that time had not been done on your part. 
  

  
  per the contract you signed and our multiple emails and webinars we inform all clients that we share a spreadsheet with your office to help you track payroll and files. We know this was your first time with our company and possibly new to the tax industry which may have also caused confusion.
  

  Additionally, we host annual webinars to ensure everyone understands the process, and we send several updates via email. However, we noticed that you opted out of our email communications, which may have caused you to miss important updates.
  

  We have made several attempts to reach you by phone and email on February 28, March 6, and March 10 to discuss this issue. As of today, March 15, your office has received the funds and paid in full.
  

  Thank you for your understanding, and please dont hesitate to reach out if you have further questions.