Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus: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.
I am filing a complaint regarding the unprofessional behavior and lack of communication from **** **********, CPA, PLLC.Since I paid on September 6, 2024, and provided all required documents, the following tasks remain incomplete: updating the address on tax documents to **************************************************************; mailing finalized tax returns and source documents to the updated address; and providing guidance or assistance for setting up EFTPS for electronic tax payments. Despite sending multiple emails on September 6, September 13, September 18, October 9, October 15, October 21, and others, as well as following up with calls, responses have been sporadic, vague, or delayed by weeks, with no resolution.Additionally, I have repeatedly requested assistance or guidance on how to set up and use EFTPS for making the 2023 tax payment of $1,629. Despite multiple follow-ups, this request has been ignored, leaving me without clear instructions on how to proceed.While Mr. ********** mentioned a staff members medical issues, months have passed without progress on agreed-upon tasks, causing unnecessary delays and frustration.I am requesting the following resolution: updating the address on all tax documents, mailing finalized returns and source documents, providing clear guidance on EFTPS setup, and providing an explanation and apology for the prolonged delays.This situation has caused significant stress and inconvenience. I request the BBB to mediate to ensure the *** fulfills their obligations. I have attached supporting documents, including email correspondence and payment confirmations.Thank you for your assistance.Business Response
Date: 11/25/2024
I am replying to the message from BBB received today, November 25, 2024.
I will address each point raised in the complaint. I understand that the client is upset. I, too, would like to bring this to a resolution.
First, this complaint has nothing to do with Bookkeeping Solutions*****. The client posted the complaint against Bookkeeping Solutions, but from the body of his own message, its clear that his message is directed to **** **********, CPA, PLLC. Also, If you look at the copies of the invoices the client attached as evidence, none of the invoices are from Bookkeeping Solutions, Inc. All of them pertain to **** **********, CPA, PLLC. So the clients complaint has nothing to do with Bookkeeping Solutions. Nevertheless, in good faith,I will address the complaint.
Second, I completed all tax returns requested. I (**** ********** of **** **********, CPA, PLLC) invoiced him when the tax returns were completed. Nowhere in his complaint does he say that he paid for work not done. Rather, AFTER the tax returns were completed, he requested a change to the address on the tax returns, which required additional work. Nevertheless, I did not say that I would charge him for his requested changes.Indeed, I made the change to the address for each tax return without charging him anything extra. Therefore, updating the address on the tax returns (what he calls tax documents) was done.
Third, before I continue, it is important to provide some detail for what the client mentions in passing. He alludes to a staff members medical issues. He personally knows the employee in question. She is not just a staff member, she has been my right-hand, key employee for many years. During the period of time he mentions in his complaint,she had a heart attack AND a stroke in the same medical episode. As a result,she was in the hospital and then home for at least a month. When she came back to work, she was reduced to a part-time schedule. Then, she had another medical episode (much smaller in severity) that required her to return to the *********** his absence, all her work has fallen on my shoulders through no fault of her own. Perhaps the client does not understand the full extent of what I am going through right now. Perhaps if he truly understood,he would adopt a different tone.
Fourth, I want to point out that the three tasks, which he calls incomplete, are all extra services for which he does not intend to pay anything. Overall, they are small, so I did not take issue with his three requests. Unfortunately, it seems that three minor requests have become the source of this major dispute. Again, the work (the tax returns)were done. He doesnt dispute that.
Fifth, to address his next complaint,he is correct that I had not mailed him hardcopies (physical copies) of his tax returns, per his request. This was not intentional. In an e-mail sent immediately before my November 15 deadline, I told him that I would address request for copies. Seven (7) days after my deadline (November 23), I e-mailed complete copies of his returns, with a promise that I would mail him hardcopies too. That did not satisfy him. Rather, he imposed a deadline of today (Monday,November 25) to mail hardcopies to him at ******************************* Instead of abiding by the deadline HE set (without any agreement from me) and giving me until the close of today to comply, he proceeded to file a complaint with BBB. I dutifully mailed him hardcopies of all the tax returns today via Certified Mail (tracking number: 9589 0710 5270 2236 8192 17) with Return Receipt Requested. You are welcome to look-up the tracking number with ******** to verify that I am telling the truth. I did this BEFORE getting back to my computer,only to find that he filed his complaint with BBB. Has his behavior become unprofessional, as I am accused.
Sixth, I need to comment that his complaint about mailing source documents is unfounded. To my knowledge, there are no source documents to mail back. Source documents are documents used in the preparation of his tax returns. There is nothing to return because he originally sent them to me via e-mail. So any source documents were electronic, not physical copies to return. While he is entitled to hardcopies of his tax returns, which I have now supplied in both electronic AND physical form, he is inflating his complaint by adding source documents.
Seventh, when the tax returns were completed, I gave him instructions on how he could pay the only balance due to the ************************ a mere $1,629. I told him that he could mail a check, payable to United States Treasury. I also told him where to mail the check and how to complete the memorandum section of the check so that *** could properly credit his account. So he had everything he needed to pay the balance. He chose not to pay it, as I directed. In my e-mail on November 22, I gave him instructions on how he could enroll with *****,in order to pay the balance electronically. Please bear in mind that he does not have an account with ***** (IRS payment system). I cannot set up the ***** account for him, as I would then be in possession of critical client data (like username and passwords).Its similar to how I would not want to be a signer on his bank account. It something that belongs to the client. Nobody else should have access to it. I respect and guard his privacy. Therefore,instead, I gave him written steps in the e-mail of how he could enroll (create an account) with ***** himself. I think he is so upset that he did not read my instructions/guidance about *****. I even told him what buttons to press to get started. I cannot do more without starting to take control of the account myself.
Eighth, I think his complaint gives the impression that I have never communicated with him. In the process of preparing his tax returns, I e-mailed him seven (7) times on 08/19/24,08/19/24, 08/22/24, 08/22/24, 08/28/24, 08/29/24, and 08/31/24. Since the returns were complete, I e-mailed him on 09/03/24, 09/13/24, 10/09/24, 11/07/24, and 11/23/24. There wasnt resolution until my last e-mail (11/23/24), but I was communicating with him. That is a lot of communication. He calls the communication sporadic and vague.
I understand his perspective. He wanted extra things done. He had questions. I did my best to comply. However, I find it amazing that I am faulted, not for any work I actually did and billed, but for things that are free its all about things (his 3 issues) for which I was never going to charge him and have not charged him. Furthermore, I find it amazing that this situation has escalated to this point. Its not about work not being done, funds being stolen, work being done incorrectly, incompetence, etc.
Ninth, he did not mention it, but I will bring up another issue. There is another report that he authorized me to do, in writing, in an e-mail dated 09/03/24. He even supplied the documentation I needed to do the report. That only further substantiates that he wanted me to do the work. Therefore, I faithfully did the report on November 23 (not late,as its not due until December 31) and invoiced him. Now, he says that he never authorized me to do the report, and he refuses to pay my invoice. His position is flatly wrong.
Finally, at the end of his complaint to BBB, he asks for an explanation and an apology. I am happy to give an apology, but this part of his complaint is brand new. Prior to today, he hasnt said anything about this. In his e-mail on Saturday, November 23, he demanded that I mail him hardcopies and then he wanted to schedule a phone call with me. I complied his request to mail hardcopies (even though I had already sent electronic copies), as his request is reasonable. However, rather than taking the time to schedule a phone call, I am not spending my time responding to his complaint which he lodged prematurely (as explained above). Also, he asks for an apology. I am happy to give an apology as well as an explanation. However, I think this response provides more detail than I could possibly convey in a phone conversation. Is he going to apologize for not paying my invoice (see previous paragraph) and for misstating his complaint that I need to return source documents to him? I am not looking to be paid for this last return. Lets be professional and give room for ****** forgiveness, mercy on both sides. We all have things for which we need forgiveness. It is written that we are not willing to forgive, the Father in heaven will not forgive us either. Those are strong words from God, to each of us (including me).
At this point, the only thing that I have not done is schedule the phone call with the client, to apologize. Given his complaint to BBB today, I dont know how to proceed now. He (not me) is the one that interrupted the communication by asking BBB to mediate, which seems to cause a break in communication. Of course, I hold BBB in high regard.
I assert that everything I have written in my defense is true and can be proven.Customer Answer
Date: 11/26/2024
Better Business Bureau:
Thank you for facilitating this process. I would like to provide a brief final response to **** Dickreiters reply.
While the complaint may have been initially misfiled under Bookkeeping Solutions, it is evident from the details, invoices, and emails provided that this issue pertains to **** **********, CPA, PLLC. I appreciate the acknowledgment of this distinction and ***** willingness to address the matter.
At the beginning of our engagement, communication was smooth, and the work progressed well. However, after I paid the invoices in full on September 6, 2024, communication became sporadic and vague. Responses to my follow-ups often came weeks later, which drastically impacted my confidence in the service being provided.
I do not dispute that the tax returns were prepared and completed. My concerns revolve around delays in fulfilling post-completion requests, including address updates, mailing hard copies, and providing guidance on ***** enrollment. These are critical elements of the service and not minor requests as described.
The claim that guidance for ***** enrollment was provided earlier is inaccurate. It was only mentioned in an email on November 22, 2024, more than two months after my initial request. My frustration stemmed from the lack of clarity and responsiveness around this issue, which delayed my ability to make the required payment.
Regarding the report **** mentioned, I authorized it based on the assumption that it was included in the original scope of services. At no point was I informed that this would result in additional charges. If I had been made aware, I would have considered my options before proceeding. Transparency around billing for additional work is essential in professional engagements.
For the past 20 years, I have worked with two accountants in ******* who consistently answered our questions and provided guidance without charging additional fees. This led me to expect a similar level of service here. However, it seems ****************** operates differently, and even basic client inquiries may result in additional costs. This difference in service expectations has contributed to my disappointment.
I simply want to complete this process and move forward. While communication issues and delays have been frustrating, I acknowledge that hard copies of my tax returns have now been sent, and I will handle any outstanding tasks, such as EFTPS enrollment, on my own.
I sincerely wish **** and his company the best moving forward. I also hope ****** recovers fully and quickly from her medical challenges. I understand the difficulties they have faced, and I hold no ill will toward **** or his staff.
This will be my final interaction regarding this matter. I appreciate the BBBs assistance in facilitating communication and bringing this matter to a resolution.
******* ********
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