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:01/30/2024

  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 paid $180 per month to mazuma with the expectation they would complete my 2022 taxes and bookkeeping. An extension was filed that had expired October 2023. As of today my 2022 business and personal taxes are still not filed. I cant speak to anyone due to emails not being responded to and when trying to call I get told that someone will call me back.

  

  Business Response

  Date: 02/05/2024

  We strive to have proactive communication with our clients, but due to recent turnover, we did not send as many updates and reminders about the information we needed to complete the tax return. In addition, when the client reached out in November, we did not follow up within our normal turn around time. We apologize for this delay and refunded the client $540 to make up for these service delays.

  We needed and requested bank statements from the client to complete their books so we could finalize their tax return. Throughout 2023, we sent monthly reminders of the missing information in our monthly client check in. We did not receive those documents until December 20th, and we finalized the bookkeeping that same day. We received additional tax documents from the client on January 2, ****, and filed the business tax return by January 8 and the personal tax return as soon as the *** began accepting electronic submissions for ****. We have then worked with the *** to make sure both were accepted. Those have been filed and completed.

• Initial Complaint

  Date:11/12/2023

  Type:Billing 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 tax consultants 15 months ago and have paid $95 a month for their services. Mazuma has electronic access to my business checking account and my business credit card, I still had to provide monthly statements. All documents were provided by April 15th but they needed clarification on a couple of items and an extension for my 2022 taxes was filed. I began calling weekly the first of October as the deadline was Oct 15th. I was always assured they were being reviewed and would be filed in a timely manner. My phone calls were never returned to give me an update or reason for the delay. I began to call every other day and then daily as the deadline approached reminding them each time the deadline was approaching. I continued to call as the deadline passed asking them each time what to do since the deadline had past. Needless to say, my taxes were filed late even with the extension. I now have a $440 Penalty from the IRS due to late filing. They mentioned at one point that they could write a letter to the IRS asking forgiveness as this was my companies first year to file taxes. I have called 3 times to ask if I have any recourse relating to the penalty. Each time I have been told my consultant is busy but will return my call ASAP. The deadline to pay my penalty is in 2 days and still no correspondence from my advisor. I am extremely dissatisfied with their services. Their lack of communication and processing of files in a timely manner are appalling. I hired this company to provide my company with accurate, timely boo keeping, in line with IRS compliance. Mazuma has let me down tremendously. Hiring them was supposed to relieve my bookkeeping task, instead it has created new ones due to the penalties. As for my 2023 taxes. 3 months of the 11 months I have paid for have been completed. I fear I will be in the same situation for this year.

  

  Business Response

  Date: 11/17/2023

  We apologize that your experience has not lived up to your expectations or to the service expectations we have set for ourselves. A manager from Vyde has reached out to address these concerns directly with you, but we wanted to provide a summary here of the steps we are taking to resolve this issue:

  First, in regards to the bank linking software, our software only imports transaction history and daily ending balance information, for reconciliation purposes. We do not have access to view or download statements, and when a bank link breaks, or the bank link is not optimized with our software, we do sometimes need to ask for statements. We apologize for the inconvenience, but we do this to ensure our records are accurate.

  We did receive your documents by April 15th, and then we received the requested bank statements for the business accounts in July. We then completed your books by September 15. We apologize about the delays from our end. We had an unprecedented number of documents to process during that time period, and we have since made changes to ensure delays like this don't happen in the future. In addition, we apologize that our customer service did not provide a satisfactory resolution. We recently reorganized our company to ensure clients can receive better, faster, and more customized customer service, and we hope this will improve your experience moving forward.

  Finally, our team will file a first time abatement for you, and one of our managers reached out to you directly so we ensure this gets completed as quickly as possible. Please let us know if you have any other questions.
  
  

• Initial Complaint

  Date:10/30/2023

  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.

  Mazuma recently underwent a rebranding, which began taking place on the cusp of the federal tax extension deadline. I had email correspondences with my bookkeeper up until the weekend prior to Oct 16, which then became radio silence. 2 days after the deadline, I decided to check in on the portal again, retry contacting, phoning, emailing to no avail. After calling corporate one last time, I was told that they had become ****, but in transition, ALL the socials, data had been scrubbed. I no longer had access to my Mazuma portal. And my tax return still unfinished.This is beyond unprofessional. This is criminal. This company has all my financial data and are charging me by the month. And the delivery of services for the year to date is still incomplete and past deadline.Luckily, I do not think I owe anything for the year, but how can I know for sure without correspondence from my tax professional?

  

  Business Response

  Date: 11/06/2023

  I'm sorry for the confusion with our recent rebrand and that you had difficulty reaching our team. We had an unusual amount of calls during that time. Let me assure you that our team still has access to your data and nothing with our services has changed. We would like to hear more details about the information you received about our brand change so we can make sure to correct any misinformation that might exist.

  Our team has reached out to provide more details about your account and what information we need to wrap up your taxes, and we appreciate your help with that. Thank you for reaching out. Please let us know if there are any other ways we can help you.

  Customer Answer

  Date: 11/09/2023

   
  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:08/25/2023

  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 am deeply disappointed with the services provided by Mazuma USA. They have proven to be unreliable, unresponsive, and unprofessional throughout my entire engagement with them. I strongly advise others to steer clear of this company.First and foremost, Mazuma USA has consistently failed to deliver on their promises. Despite paying $95 for their services, my taxes are now five months overdue, and there has been no progress whatsoever. It is unacceptable for a company to take such a long time to complete a task they were hired for.Communication with Mazuma USA has been a nightmare. Every time I attempt to contact them, they assure me that the person responsible for my taxes will reach out, but I never receive any communication from them. It is frustrating and shows a complete lack of accountability on their part.Furthermore, when I requested to speak with a manager to address my concerns and seek resolution, Mazuma USA outright refused. This level of unprofessionalism is astonishing and does not inspire any confidence in their ability to handle their clients' needs.Overall, my experience with Mazuma USA has been nothing short of a scam. They have taken my money, failed to deliver on their services, and shown a complete disregard for customer support. I urge anyone considering using their services to look elsewhere for a reliable and trustworthy tax provider.

  

  Business Response

  Date: 09/05/2023

  We apologize communication with our team has been so unreliable for you. Based on your feedback and other client feedback, we have decided to add new resources and restructure our company to provide better client communication and improve the experience for future tax seasons. We have also finished your taxes and sent them to you to sign. Please let us know if you have any additional questions or concerns. 

• Initial Complaint

  Date:08/07/2023

  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.

  Mazuma was referred through incfile.com when I formed my LLC, using them as a registered agent. They offer online accounting and tax prep solution for small businesses. I began services with Mazuma in December 2022, with the first monthly payment of $95 charged to my credit card on January 3, 2023. Mazuma has billed me for 8 months, and I am still waiting for my taxes to be done. My small business was only formed in November 2022, so its not like it's a year of business-related documents to go along with my personal tax return. Ive contacted them every 2-3 weeks since the first of May 2023 for the status of my tax return, and they have always returned the same answer- I am in the que. I have paid for my 2022 taxes to be completed as well as 8 months of bookkeeping; nothing has been done up to this point. I believed they filed an extension, but *** received no paperwork on whether it was done. This extension is only good until October 15, a little over 2 months away. I had an excellent CPA before signing up with Mazuma. Big mistake on my part since I thought starting a small business, I needed to go with a company that boasts its own reputation with small business relationships.

  

  Business Response

  Date: 08/14/2023

  Thank you for reaching out about these concerns. Our team has completed your 2023 bookkeeping and we are currently reviewing that for accuracy. We will let you know as soon as that is finished. In addition, as we were working on your bookkeeping from 2022 so we could catch all your deductions and file your taxes accurately, we discovered we were missing some information to reconcile your accounts. We have requested those items and sent you an email notification with the information we need. Once we have that information, we can complete your *************** as soon as possible. Please reach out to our team again if you have any questions!

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20437042
  
  I am rejecting this response because:

  my taxes are still not complete. Although I applaud Mazumas efforts to no longer ignore my account, this complaint will not be resolved until my taxes have been completed, ready for me to sign and be electronically filed.

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

  

  Business Response

  Date: 08/25/2023

  We are happy to provide updates for your ***************! Thank you for providing the documents we requested on August 15 and for answering our other questions. We are wrapping up your books and will then expedite your tax return. We will continue providing updates on our progress.

• Initial Complaint

  Date:06/27/2023

  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.

  Mazuma offers an online accounting and tax prep solution for small businesses like mine (Green ****** Grill). I began services with Mazuma in November of last year, 2022. Since that time they have had real time access to my business checking account information, and I have uploaded a number of documents and forms related to my federal taxes, business expenses, etc. For eight months now Mazuma has done NOTHING with my accounting and bookkeeping needs. The only work that has been done is by me when I've accessed the online ledger and classified some transactions. They have not filed my ************************************************************ rectify the situation. There is NO phone number to call, there is only email or chat through their online portal. That has proven useless as the do not respond. They only communication they send is an email wanting me to update my credit card info since I cut them off of their monthly payment instalment in May. Despite it being a subscription service and stating that non payment will end my subscription, they continue to attempt to charge my credit card for service. Service that they do not actually do. Mazuma invoice statement (via email sent with the 'please update card info') says I'm 2 months behind. I feel justified in not paying for service that has NEVER been done. Mazuma is duping hapless folks (like myself unfortunately) into paying something for nothing.

  

  Business Response

  Date: 06/30/2023

  We apologize you had difficulty finding our phone number. It's ************** and you can reach out anytime during business hours to talk with someone directly on our team. If you need the number in the future, you can find it on our website, our emails, your Mazuma portal, and our ****** profile. We also apologize for the confusion. We were finalizing your bookkeeping and about to start your taxes this May when you changed your credit card information and stopped paying for our services. When that happens, our system automatically puts clients on hold until we can update the payment information or a client lets us know they would like to offically cancel their account. For clients who cancel our services online or over the phone, we check to make sure they would like us to complete their bookkeeping and taxes for the months they paid for. After 3 months without payment or an email response about how you would like for us to move forward with your account, we inactivated your account.  

  We have finalized all your bookkeeping and an accountant is now reviewing your taxes and will send those to you to sign within the next week. We apologize for not responding to your earlier email on June 27. Even though our system had inactivated your subscription, we should have still reached back out to clarify the situation. A bookkeeper from our team did reach out to you on June 28 and left a voicemail asking how you would like to proceed with your account. We can officially cancel your account and will still plan on finishing your taxes, or we would still love to work with you moving forward. If you ever need help or to update or cancel your account, please feel free to always reach out to our team.

  Customer Answer

  Date: 07/06/2023

   
  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:06/20/2023

  Type:Product 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 became a member of Mazuma in July of 2022. I have paid $90 and now $95 a month since august for this business to handle my taxes as I just started a small home business llc in 2022. I provided my documents by the March 15 deadline and my taxes still have not been filed. I have made numerous attempts to get updates on my taxes and all I get is that my taxes are carefully being checked to ensure accuracy. After several communications I received an email a month ago saying my taxes were almost done and it will take 7 to 10 days to complete but I still have nothing. They say they have filed for an extension but I have asked for a copy of this and have not received anything and now I cant get a response. This is very unacceptable and I have no idea what is going on with my taxes for this year.

  

  Business Response

  Date: 06/27/2023

  Thank you for reaching out to our team and providing your feedback. We have filed your taxes for you. Thank you for reviewing and signing your taxes so quickly so we could get that wrapped up. We apologize for the service delays you experienced. This does not live up to our normal service standards. We switched our bookkeeping software at the end of 2022, and there were some unanticipated problems that arose in January that slowed down how quickly we were able to wrap up *************** for this tax season.We have since fixed the issue and are implementing new processes to make next tax season faster and easier than ever before. We did file an extension for your business and have provided that in your "My Files" section of the Mazuma Dash. You can log in and download that securely for your records. We apologize our team was not able to get back to you quickly the last time you chatted in. During business hours, our team is able to respond to chats within minutes of you reaching out. The last time you tried reaching our team, it was after business hours, so it took us longer to respond, and by that time it looked like you were already offline. We work hard to respond to all client communications in a timely and efficient manner so we don't keep you waiting. Please let us know if there is anything else we can do.

  Customer Answer

  Date: 06/27/2023

   
  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:06/01/2023

  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 recently formed an LLC in the past year and through forming this LLC Mazuma was recommended to me to ensure I would properly file my business taxes. This service also offers to file personal taxes with your business ones as well. Months before taxes were due, I had all my information uploaded and continuously checked in with the business to follow up and see if they required any other information from me to ensure there would be no delay in filing taxes. Tax day has come and gone and I am still waiting on my taxes to be filed. I contact the company every week, which they do respond to, but with no information or updates about when I can expect my taxes to be filed. I know they have filed an extension but I am paying a monthly fee for this service they have yet to provide. The sole purpose of me using this company was to alleviate any stress or complications when filing taxes for my newly formed LLC and instead it has only given me more stress.

  

  Business Response

  Date: 06/05/2023

  We are sorry the delays on your tax return have caused you stress! We were unable to access some of the tax documents you provided because they were password protected, which delayed your taxes. Someone from our team reached out today to resolve that, and you should now have your taxes to review and sign. We did send email and text reminders requesting the password; however, our team should have been more proactive to get that resolved, especially when you reached out for an update on your tax status. We apologize for our poor communication and customer service that delayed your taxes. We will refund you 2 months ($190) for the delays on your taxes. We apologize again and appreciate you reaching out to resolve this.

• Initial Complaint

  Date:05/23/2023

  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.

  STAY FAR AWAY!! I was recommended Mazuma by INCFILE and that was the biggest mistake. I just started my business October 2022 and it is now May 2023. It's an small LLC with no employees. Before this respond with lies, ALL documents were submitted on time and requested multiple times to resubmit. ALL documents requested were submitted no later than Feb. We are now approaching June. They are still charging monthly for work that can easily be done in weeks. YES, they filed an extension (according to them) which I have never had to do. Their chat support team repeats the same thing, "It's almost done with bookkeeping. We want to make sure it is done correctly." (Month later, nothing). I now reach out again and mentioned that they are a SCAM and the next day it's somehow with the Tax team. I've spoken to someone via phone from the tax team and she mentioned that once it gets to them it doesn't take more than 5 days to complete. IT'S A WHOLE MONTH LATER AND STILL NOTHING!! My taxes should be easy. I am now looking for someone else to do my taxes instead. WASTE of money. I want a refund! They didn't provide any service. If you don't have capacity, don't take new clients. Simple.

  

  Business Response

  Date: 05/23/2023

  We apologize you have had such a negative experience with our team. We migrated to a new bookkeeping software last September, which we tested thoroughly before tax season. Unfortunately, there was an unforseen bug that delayed our ability to complete your books as quickly as we would have liked. That has since been fixed, and we have sent you your taxes to be reviewed and signed.I know our team has also talked to you since you submitted this complaint. Please let ** know if there is anything else we can do to make it right or any other feedback for how we can improve.

• Initial Complaint

  Date:05/13/2023

  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 had hired them for tax and accounting services, hoping to alleviate the stress of managing my finances. However, I found that their services were severely lacking in communication and attention to detail. One of the biggest issues I faced with Mazuma was their lack of communication. I would often have to follow up multiple times to get a response from their team, which was frustrating and time-consuming. Additionally, I found that their reports were often inaccurate, which meant I had to spend extra time double-checking their work. The downtime on their system was also a significant inconvenience. There were several occasions when I needed to access my financial records, but the system was down, which meant I had to delay my work. Furthermore, the accountant assigned to my account was consistently late with their bookings, which caused me unnecessary stress. I had to follow up multiple times to ensure that my taxes were being filed on time. In the end, my taxes were completed only three days before the deadline, which resulted in significant owed taxes to the **** All in all, my experience with Mazuma was extremely frustrating and disappointing. I would not recommend their services to anyone seeking reliable and trustworthy tax and accounting services.I have received a partial refund from them, after a call with ******, she even realized that the accountant did indeed mess up in the communication. Because of the "subscription" model of the business she wasn't able to refund fully. I had the $180 monthly membership. Anyway, avoid this company at all cost, find someone else. Judging by the multiple recent complaints, I am not sure if they take any actions to fix these issues.

  

  Business Response

  Date: 05/18/2023

  Thank you for sharing this feedback with our team. We apologize you had such a negative experience, and we are always looking at ways to improve our services. We have already implemented some changes and are in the process of implementing new tools, processes, and policies to improve accuracy, deliver taxes quickly, and provide better, customized communication. This feedback has helped ** to see ways we can shore up and improve our service.
  
  We know miscommunication from our team delayed your taxes, and we did our best to make up for that mistake and delivered your taxes before the April 18 deadline. In addition, to make up for this delay, we provided a $720 refund for October- January and cancelled your February and March invoices totaling $360. Overall, the refunds total $1080. Thanks again for providing your feedback to our team. 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20055273
  
  I am rejecting this response because: The business taxes deadline was march 14, which you failed to provide. The personal taxes was provided 3 days before deadline which did not allow me time to even analyze. And with an amount owning over 20k. The new tax professional was able to uncover expenses and ways to save me over 8k in taxes, so obviously you failed to deliver what you promised.
  
  Sincerely,
  
  ***************************