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:05/20/2024

  Type:Service or Repair 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.

  I signed up with Mazuma/Vyde 2 years ago. It took months to get in touch with somebody who would actually file my taxes. I am guessing it would have been another few months if I didn't leave a BBB review. I do think they just want the recurring monthly revenue so they make it take as long as possible.
  
  Now 2 years later, I get a letter from the IRS stating that there were issues with the taxes that Vyde filed for me. I have been calling Vyde almost every day since hoping somebody would talk to me about the issues and figure out a resolution. It's been a week and still can't get somebody who can help me. Each time I call I get the runaround that the person I need is on a meeting and will give me a call back shortly. That call never comes. Most recently they told me he was on vacation. That is fine, people are allowed to take vacations, but when you go on vacation the normal thing to do is have a backup contact. Today I called and they won't answer the phone despite it being a Monday afternoon on a non-holiday which is why I am left to leave another BBB complaint. If the IRS doesn't receive a check by the end of the month, I will accrue more interest so I want to get this taken care of ASAP. I just want somebody to talk to me about if they messed something up or if the IRS made a mistake.

  

  Business Response

  Date: 06/02/2024

  We apologize for all the hassle, frustration, and run around. This does not live up to our service standards. We will reach out directly to the client to help resolve the notice from the IRS and discuss other ways we can help make the situation right, including a potential refund.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair 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.

  I have been a subscriber to Mazuma/Vyde for over 4 years. There's typically not much for them to do until the end of the tax year when taxes are due and that's what I primarily use them for. In early March they started working on my business taxes (I do my personal taxes elsewhere) and by mid March my taxes were filled. A few weeks later, when I worked on my personal taxes, my accountant found a very major and obvious issue with the taxes that Vyde submitted in my name. I contacted Vyde on April 11th to alert them of the issue. and although this was time sensitive and might cause IRS penalties, I was not able to get anyone to work on it until the end of April. I sent 6 emails and corresponded with the Vyde support but they were not able to get this to be worked on. Finally on April 26 I got a call from the Vyde accountant and discussed the issue with him. The next day he sent a correction but after I inspected it, I still found issues. On April 30th he sent the last update, which unfortunately after further inspection still had issues (to reiterate, this is not complex, it's about the simple notion that state taxes that can reduce capital income from the federal tax need to be added back at the state tax form. April 30 was the LAST TIME that I've heard from anyone at Vyde. I since opened 5 tickets and sent 9 emails. All communications from Vyde stopped. I am now stuck without the ability to send corrections for my business taxes and might be in violation of IRS because of that. Additionally, I cannot file my personal taxes because it is pending the K1 of my business taxes and so I'm now late on my personal taxes. This has already caused so much damage and Vyde is ignoring this, which is really their only service that they are supposed to provide to me. It is unaaceptable.

  

  Business Response

  Date: 05/15/2024

  We apologize for the delay in making these corrections on your tax return. The member of our accounting team who normally would have made those corrections became unexpectedly ill, and the team members filling in missed following through on all the corrections. A member of our tax team has made those changes and sent the tax return to you to review and sign. We also apologize that we did not respond to your tickets from May 8 and May 10 within the usual business day turn around. Please let us know if there is anything else you need. 

• Initial Complaint

  Date:04/25/2024

  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.

  I was promised that our books and tax return would be done by a certain date. That date has been missed several times. After several emails and phone calls, I finally get a customer service rep ******** who digs in and finds that my rep with the company no longer works there. This has happened twice. No email, no call, no contact, just orphaned with no help despite paying asking price for a very straightforward service.

  

  Business Response

  Date: 05/02/2024

  We are very sorry for the delay on your books and taxes. This does not live up to our service standards, which is why we made changes with your team to connect you with better customer support. We apologize the change was so abrupt. Our team has completed your books and reports and sent them to you to review. Once you have had a chance to approve them, we will expedite your tax return and get that done as soon as possible. We will also be refunding you $500 for failing to provide your tax return by the promised date.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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.

  I pay $90 a month for keeping my small business books, and filing my taxes at the end of the year. Last year, taxes were filed late despite Vyde doing the books required to submit said taxes. This year, it is now April 10th and again, no taxes filed to date. The complaint is based on their lack of customer service. They do not respond to emails or phone calls. I continuously email them in hopes of getting a response, but to no avail.

  

  Business Response

  Date: 04/18/2024

  We have provided the client with their 2023 books (their December books were finalized February 7), filed the client's 2023 business taxes (before the business deadline on March 15), and sent the client their personal taxes to review and sign (before the personal deadline on April 15). We have also filed extensions for the client. The delay on the personal taxes was due to the *** rejecting the business tax return, but we have been working with the client and the *** to resubmit those taxes and file their personal tax return. 
  
  Looking over the client communication records and talking to the client's team, we have responded to the client's emails and have returned their calls and worked with them to complete their work. We feel we have done our part to perform the services provided through their subscription. Even though the client has cancelled our services, we will continue to work with them to ensure their taxes are filed.

   

  
  

• Initial Complaint

  Date:04/08/2024

  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.

  Vyde simply failed to do what, i hired them to do and cost me money in the process in fins and late fees with the **** On top of there monthly fee.

  

  Business Response

  Date: 04/10/2024

  The client's plan includes quarterly bookkeeping services as well as business and personal tax preparation and filing. Their tax deadline is April 15. Our team is up to date on the client's bookkeeping and financial reports for 2023 and 2023 and has sent the client their tax return to review and sign. We also have been regularly communicating with the client about the status of their ***************.Since we have provided these services in a timely matter, there should be no fees or penalties the client would incur due to our failure to provide service. In my opinion, we have provided the client with the services they have been paying for in a timely manner.

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair 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.

  I hired Mazuma, now Vyde to do my accounting for my LLC. Going through the records they have made many, many errors. I've been told since March 13 2024 that this will be corrected. I provided a password-protected Excel spreadsheet to assist them with the numerous errors I've found. The accounting is still riddled with the errors, nothing has been done. It's coming up on tax deadline and the lack of attention to detail as well as lapse in response is putting my young LLC in danger of being unable to file my taxes.

  

  Business Response

  Date: 04/10/2024

  We apologize our team delayed in addressing these errors. The team manager over your dedicated bookkeeper personally reviewed these errors and resolved any corrections. The team manager did note she left some of the dates the same as we originally listed due to bank posting dates vs transaction dates sometimes being a day or two different from each other. We have also expedited your taxes because of the delay on your bookkeeping from our end. We should be able to complete your taxes by the tax deadline as long as you respond to any tax communication from our team as soon as possible. We have also filed an extension for your business in case you are not able to provide that information before the deadline, and we will continue to complete your taxes quickly as possible.

  Customer Answer

  Date: 04/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  As long as no further fees are incurred to me by this company and my book keeping and taxes are done properly.  I also would like to know the name of the manager who took over my account and a way to contact that person directly.
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair 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.

  I was charged $95 a month for bookkeeping and tax filing services for 2 years. I never received a tax return as of today. My 2022 tax returns are still pending. I asked Vyde to contact the *** and they said no they would not. I was told they would file my 2021 taxes for free before I signed up. once I did sign up they wanted to charge me a fee. On my 2022 tax returns, Vyde used both my personal and business accounts, but Vyde said they would not and do not monitor personal accounts, but they did go through my personal account in 2022. I feel like I've been scammed, and would like all of my money refunded since I have not benefited in any way from using this company.

  

  Business Response

  Date: 03/12/2024

  Our team filed the client's 2022 Form 1040 with a Schedule C in October 2023. The tax return was reviewed and signed by the client before it was filed, and the return was accepted by the **** There are no outstanding bookkeeping or tax tasks from 2022 for this client.

  The client did ask our team to check on the status of their tax refund, and we provided the client with details of how to check on the status of their refunds with the **** We provide advising and support for our clients to help them understand their obligations and handle IRS notices, but we do not legally represent them or lookup private information without the ************ protections in place.
  
  We apologize about the confusion regarding completing your 2021 taxes. Our services include current year taxes for all our clients. Since the client signed up in 2022, that included 2022 tax returns. However, since the client signed up in March, before the 2021 filing deadline, we understand how that could be confusing. We do our best to try to clarify and clearly communicate with clients, which is why we reached out to the client last year to clarify what was included on their plan and explain that past year taxes are an additional fee. We apologize it was not clearer on the initial call and will work to improve our communication throughout a client's onboarding.

  We provide business bookkeeping so we can accurately prepare  business and personal taxes. For the client's 2022 taxes, we made an exception and allowed them to link a personal bank account so we could capture the business expenses on that account. The client's bookkeeper then reached out to verify which expenses were personal vs. business to ensure we could file an accurate return. We do need confirmation from clients regarding personal and business transactions if they do not have a dedicated business account. This was a one-time exception, and we apologize that was not clearly communicated to the client.
  
  However, for 2023, we informed the client we would disconnect their personal account but still could include any business transactions in their books if they provided us with receipts, a spreadsheet, or highlighted bank statements. This was part of the message shared:

  "To clarify that - we ask members to only link BUSINESS accounts so that when we are preparing the financial reports for taxes, we're certain that we're not reporting personal expenses along with business expenses. This is why ***** had previously asked for highlighted statements, receipts, or a spreadsheet detailing any personally paid business expenses. She is doing her due diligence to keep your financial reports orderly and maximize your business deductions.
  
  With that explained, I'd like to stress that you are NOT obligated to highlight statements or make spreadsheets. Reporting any personally paid business expenses is entirely your decision.
  
  However, please note that we will be removing your personal bank's link in our software and all imported transactions from 2023 onward, as was recommended by your tax accountant, *****. This is to ensure that we are not reporting any personal expenses along with your business expenses, and will protect the integrity of your business tax return. Unfortunately we can't assume what's business or personal, as this is more risky for your taxes than beneficial, should we assume incorrectly.
  
  We will proceed with properly organizing all your business account transactions, and we'll get started on your taxes as soon as possible."

  The client did not like the options provided and the client's account was inactivated in January 2024, and the client was refunded for four months of service ($380). We would love to make things right with the client and make sure everyone is happy with the resolution. Even with the refund offered, we would be willing to complete the client's ********************************************************************************************************** would want us to file the return without those expenses captured. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21410122
  
  I am rejecting this response because:

  Hello, this is *************************

  I would like for this case to be reopened, because Vyde is not a company I ever want to do business with. I still have not received my 2022 tax returns that they did. I would just like my money return to me because they did nothing for me except take money from me every month for two years. Thank you very much. 

  Have a good day.

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

  

  Business Response

  Date: 04/22/2024

  Our team would like to look into that further for you. We just reactivated your dashboard so you can securely upload your *** notice for our team. We could see the *** noted that the *** on the tax return was already used on another previously filed return. That could be part of the issue. Please upload the full notice so we can see why the *** disallowed the full refund and so we can help make any corrections needed. 
  
  ...

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21410122
  
  I am rejecting this response because:

  this is exactly why I want my money back + the $3000 they cost me in tax returns for their mistake 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/24/2024

  We have completed the client's 2022 and 2023 bookkeeping as well as their 2022 tax returns. We have reviewed the client's 2022 tax returns and verified they have been filed accurately based on the information provided to us by the client. The *** choosing to disallow part of the refund based on the fact that the *** was used on another return is not in our control. We are willing to work with the client to review the *** notice and help address the issue. We have done our part to provide the services offered to the client.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21410122
  
  I am rejecting this response because:

  I never received the services I was promised, I would never allow Vyde access to any of information again.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/02/2024

  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.

  I hired Mazuma to assist with accounting and taxes when I filed my LLC. They did my 2022 taxes though took a very long time and kept asking me to resubmit information that they had access to while charging me $90 every month (though they did nothing until tax time). I asked them about filing as an S-corp and they advised against this and said it was too late anyway. I have since learned that I WAS able to file as an S-corp and could use that for the taxes, and instead of OWING $9k I would have gotten money back! On top of that, while doing this year's taxes and reviewing the documents from last year (from Mazuma) I discovered they filled my business taxes under the WRONG EIN/TIN number! So I have to pay to file AGAIN because my 2022 taxes are not valid! Ridiculous!

  

  Business Response

  Date: 03/08/2024

  We have thoroughly reviewed the communication between this client and their tax accountant. The client was a single-member LLC and had not been running payroll or paying themselves a reasonable salary. Our tax accountant asked the client if they had filed Form ************************************************************************************* could provide past tax returns showing their * Corp election status so we could file an 1120-* instead of a 1040 with a *chedule C, but the client said they could not provide those documents. All the documents we did receive from the client confirmed their status as a single-member LLC. The client also reviewed and signed their taxes before they were submitted.

  We did let the client know there were tax benefits to being taxed as an * Corp, but they would be required to run payroll and pay themselves a reasonable wage and could be penalized for not paying payroll taxes. The client could have filed as an * Corp, and we do apologize the accountant did not offer our 2553 filing services, if they wanted it. This arose from confusion on our accountants end, since the client said they had been taxed as an * Corp in the past. Instead, the accountant referred them back to whoever filed the * Corp election to receive proof and provide us with details. However, based on the client's net income and the fact that they would need to pay themselves a reasonable salary that would still be subject to self-employment tax plus payroll tax penalties, the client would not have seen much if any tax savings. Our tax services do not advise clients to go against IR* guidelines. We help our clients save as much possible in taxes legally and while keeping them compliant with the IR*.
  
  Regarding the wrong *** number, we have checked back through our records to confirm the *** number we used to file taxes was the same provided to use by the client. We send clients tax returns to review and sign before we submit them to the IR* to ensure all details are accurate. We had no way of confirming a correct or incorrect *** number aside from the information the client provided to us. If you would like our team to amend your tax return to include the correct ***, please let us know.
  
  We do apologize for all the frustration you have experienced through this process. A 15% self-employment tax on top of income taxes is never an easy burden for business owners. That is why our service provides tax estimations to help our clients prepare and save for taxes. 

• Initial Complaint

  Date:02/28/2024

  Type:Billing 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.

  I joined Vyde (formerly Mazuma) on May 17th 2023. I subscribed to their monthly bookeeping services and paid $95 a month to have the company handle my bookeeping and accounting tasks. Throughout my entire 10 month experience with the company, I cound not access their website properly. I could not see any of my bookeeping information, or use the website functions that I paid to use. Their website dosen't work properly at all. When clicking on navigation tabs, an error screen (token 422) would pop up, so I coundn't see or review my business transactions, my attached bank account information ,etc. . Also, the information presented on the website was constantly innacurate. For example, the website was showing (and still does) that I have ***** unclassified transactions. I have no where near that many transactions, let alone unclassified transactions. I was very dissapointed with the service I recieved for the price I was paying. $95 a month is a lot for a start up business, and it was a major let down to recieve such supar service. I decided to finish out the year and have them do my business and personal taxes considering I had been paying them monthly to do my business taxes (I had to pay them an extra $300 to file my personal taxes as well). Vyde went through with constructing my tax returns and sent me the 8897 form to sign. I signed it immedieatly on January 29th, and I recieved the comformation that my taxes have been successfully filed on 1/30/2023. On 2/28/2024, I called the *** to figure out where my refund was, and I was told my taxes were never e-filed. I then called Vyde and was told that my accountant was "in a meeting" and would "get back to me" when he was done with his meeting. I still havent heard back from them. I also sent multiple emails describing the situatuon trying to get it fixed. As of now, our taxed have not been filed as promised, and I have given a total of $1,060 to a company that did not provide the services they supposedly offer.

  

  Business Response

  Date: 03/01/2024

  We apologize the client had difficulty accessing all the information on their dashboard. We searched through our chat, email, and phone communication with the client, and we could not find mention of their difficulties accessing their dashboard or misinformation being displayed. This is an issue our IT team could have investigated and resolved to provide a better client experience. We would have appreciated being made aware of any issues so we could improve our client experience and technology.

  Regarding our service level, we reviewed the client calls, chats, and emails and found client questions and communications were responded to accurately by our team within one business day, if not the same day.

  Regarding the tax return, we did file the client's business tax return on January 30, which they reviewed and signed, and let the client know their taxes were filed. We should have been clearer in the email and specified which tax return was filed, and we apologize for the confusion. We have updated our email notifications to provide more clarity in the future. We had not yet started the client's personal tax return because we needed to include the business information on their personal return. When the client called and emailed in asking about their refund and why the *** did not have a record of their taxes, their tax accountant replied within one business day that we filed their business taxes. 
  
  We reached out to the client letting them know we could refund them for their personal tax return or finish their tax return and then cancel their account. The client chose to have us complete their return then cancel their account.
  
  Up to this point, our company has been responsive to the client and completed all of their bookkeeping for 2023 as well as their business return. We feel we have delivered the services promised and will finish their personal tax return for 2023. In addition, we are willing to work with the client to provide access to their reports or any information on their dashboard. We would appreciate more details about any errors they have experienced accessing their dashboard so we can ensure to provide access and improve our technology moving forward.

  Customer Answer

  Date: 03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair 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.

  I have been with Mazuma/Vyde for almost 3 years now and every year it's the same thing. They submit my taxes late and don't communicate with me. My bookkeeper has changed every year it seems and there is always a communication issue. My current bookkeeper hardly responds to my emails. She wont answer my calls to go over anything with me and here I am pushing March and my business taxes are still not done due to unresolved payments that make no sense and don't even know why they are listed. This company has horrible communication skills and doesn't really seem to care. I'm fed up.

  

  Business Response

  Date: 02/16/2024

  Our division manager was able to get ahold of the member to talk about their situation and look into the service issues they were experiencing. We have finished and sent the client's 2023 business taxes to them to sign and are reviewing and will send them their personal taxes next week.