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:04/21/2023

  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.

  This is my first year with Mazuma and i am extremely dissappointed with the service. i had more then 10 referrals waiting to get started with Mazuma based on my experience but unfortunately I have been telling my friends to stay away from Mazuma due to their careless attituide. Its been almost 4 months i have provided them all my documents. I have less then 15 receipts for the whole year and very few transactions. I have been assured by mazuma book keepers that my taxes will be filed soon and that soon never comes. I am so so frustrated with their laid back attitude on my books of accounts and tax filing. i have paid an amount of 300/- for my perrsonal tax filing more than 4 months back. Non one provides correct information as to wht is happening with my taxes and when it will be filed. the only response i get since is its almost done and file is with the tax consultant. after every 10 days they ask me to upload somthing that has already been uploaded. when i contact them through email, they say its in last stages. i want to cancel my contract with them. GUYS PLEASE STAY AWAY FROM MAZUMA

  

  Business Response

  Date: 04/28/2023

  We apologize for the service delays. This does not live up to our service standards. We recently migrated to a new bookkeeping software last year and had unexpected complications this tax season that delayed our process. We can commit to a better tax turn around (one week) and communication moving forward. We hope you continue with our services, but if you do decide to cancel, we would like to make things right and could provide a partial refund for your 2023 subscription payments. Your account has also been sent to our Director of Operations so we can speed up your taxes and get those finished as quickly as possible. We apologize again.

• Initial Complaint

  Date:04/15/2023

  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.

  My experience with Mazuma has been horrible. Ive been working with **************** at Mazuma to file an amended tax return since September 2022. I didnt receive a response until January 30, 2022 from another individual, ************** , who told me it was completed, and they were waiting for responses from **, **, and Federal. On March 28, 2023, I received a response from ** that my amended return was approved and that I now owed taxes and fees. When it was originally submitted I was supposed to receive a refund. After reaching out to Mazuma again regarding the ** return and found out that the ** and Federal returns were never submitted and after contacting the *** and they told me that Mazuma completed the amended taxes incorrectly, omitting information they should not have and that is why I owed. April 6, 2023 I finally was able to get in contact with a manager, ************ , who confirmed that the returns were never sent with no details or reasoning. I requested a higher manager in which **** told me that the only person over him was the **** He then assured me that he would contact the ** on my behalf to clarify the issue. I tried getting an update a few days later again with no success. **** finally reached back out to me on April 13, 2023, and told me that he had NOT spoken to the *** but would reach out to them AFTER the deadline and he recommended I not pay. In addition, throughout this process, I have uploaded multiple documents to the Mazuma portal for them to disappear or not be received by Mazuma at all. This has been an ongoing issue and it is frustrating to have to re-upload multiple documents. There is a systematic issue with accountability and communication at Mazuma. My financial standing cannot be fixed until the issues with Mazuma are resolved.

  

  Business Response

  Date: 04/24/2023

  Your experience does not live up to our service standards. We apologize for the poor communication from our team. Our tax team will reach out and work with you to resolve the final issues with your amended return. In addition, we will provide a refund for the last 4 months of our services ($380). 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19940860
  
  I am rejecting this response because: I would like to keep the complaint open until the refund is debited into my business account. I would also like for the following to be resolved before closing the complaint.

  1. Update and steps forward on the 2021 Amended return for **. 

  2. Update and steps forward on the 2021 ** and Federal return. 

  3. Clarification on issue with missing documents from the Mazuma platform. 

  4. I need a copy of the 2022 extension that was submitted on my behalf. 

  Prior to agreeing with anything further concerning Mazuma I would like to be contacted by a representative so that I can have a clear understanding of the steps forward to fix all of my issues. I do not have an issue with speaking with ****. But I would like for his manager or someone of equal standing to be on the call as well so that there is accountability for everything discussed. 

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

  

  Business Response

  Date: 05/02/2023

  Thank you for listing out the items our team can help address. Our team is working on resolving these and will continue to provide you with updates. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19940860
  
  I am rejecting this response because:

  After speaking with ********************* on April 26, 2023, I was made aware that my issue regarding the 2021 ************** return was still unresolved as he did not look into the issue. The reasoning ********************* gave me for why my issue was not looked into is because he took time off after-tax season. Even though my issues were brought up prior to the 2022 tax season and I signed an POA on April 6,2023 allowing Mazuma (*********************) The ability to reach out to the *** and ** in regard to my taxes. I was also made aware that Mazuma also never filled an extension for my 2022 taxes. Which has worsened my tax issues even farther. Due to the ongoing issues and lack of accountability and follow through with Mazuma I had to end my service with Mazuma and pay another CPA $1,435 in order to fix all of the issues that have steamed from the lack of accountability and follow through from Mazuma. Due to this I have reached out to the *** and my lawyer to start an official investigation and complaint into Mazuma. 
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 05/08/2023

  It is Mazuma's policy to pay for any late penalties that are a result of our failure to file and extension for you or to file your taxes on time. We will cover any late penalties. Please submit those to our email ***********************************

• Initial Complaint

  Date:04/11/2023

  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.

  This company is happy to take your money and give nothing in return. I have been asking for my tax return for the last two months and today was told they filed for an extension. I have no idea how much I need to pay. Their standard answer is you are in the queue. It is now a few days before taxes are due and I have to do them myself at the last minute. They have provided no service for me and refuse to refund my money. Do not do business with this company

  

  Business Response

  Date: 04/12/2023

  We apologize you experienced delays with your tax return. We try to make every client interaction with our team a positive one and apologize that we fell short. We did have issues uploading your data into our system, which delayed our usual turn around time for taxes. We filed an extension for your taxes as a safety net, but we did expedite your return so we could file it before or as close to the tax date as possible.We are sorry to see you go before we could finalize your tax return. Since we did not deliver the final product, we will provide you with a full refund.

  Customer Answer

  Date: 04/12/2023

   
  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:04/10/2023

  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.

  This company had been extremely negligent when it had come to keeping the books of my business.
  My account was never resolved when transactions were categorized !
  This company has made almost $5000 worth of mistakes on my 2022 and 2023 income taxes.
  It’s extremely disheartening to know that this company could care less about their clients who pay almost $100 monthly for no true help or guidance!
  There has never been a true resolution to my issues, only more confusion due to unknowledgeable and careless tax professionals. I will never recommend this company to anyone needing real bookkeeping services. This company has wasted my hard earned money and I am extremely disgusted with their order and the way that they conduct business.

  

  Business Response

  Date: 04/12/2023

  We apologize you had a negative experience with our team. Our tax and management team has reviewed your case closely, and our tax team has been in communication with you regarding any tax fees or penalties that resulted from inaccurate information our team was provided. We appreciate your feedback and seek to always improve.

• Initial Complaint

  Date:04/09/2023

  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'm a contract drafter started LLC in 2021. Not difficult, I have no employees, and pay myself a meager amount for personal income. On top my taxes being late (for the first time EVER last year in over 30 years) I received a letter from the IRS this year stating that one of last year's tax form was not accepted. I was told that it had to do with my address, (my address?) for which they filed a change of address on my behalf, and that was the last I heard of that. still afraid of what's to come from that.
  
  They changed their software some time throughout the year and just failed to mention it. So for months I was noticing small jumps in my revenue income, but in reality I was making much more and just didn't know it. I even approached my clients at one point and said I required more money, and of course turned down. Because in reality, they were paying plenty for the work I was doing for them. I just had no idea because when I would check the Mazuma website, my income reports were not being maintained, again for months. That has since be resolved... I think.
  Being a proactive individual, and not wanting the same situation as the previous year. I provided all the documents needed this year to complete my taxes by mid-Feb.
  For months now they have been "finalizing" whatever that means. I made less than 15k in personal income. IT's a 1040 EZ. Could've done them myself 100 times over by now. but for only $180/ month I get this headache, stress filled & anxiety attack level of service. Can anyone tell me why in the world would a 1040 EZ tax form NEED a tax filing extension??!?! Anyone. My only communication with them is when I call them to complain, only to hear "we'll file an extension". I DO NOT want an extension. I want the obligations that were PAID for to be full filled in a proper & timely manner, and it's already April 8th 23, so I'm pretty sure that is absolutely not going to happen, and that's ALL I want. DO NOT RECOMMEND.
  
  Aprreciate the panic attacks Mazuma :/

  

  Business Response

  Date: 04/12/2023

  We apologize we did not provide you with a seamless tax experience, and we appreciate this feedback so we can continue to improve. Regarding the tax extension, we did have an unexpected delay with our new software and wanted to make sure you did not receive any late penalties. We will help with any rejected tax returns and work with the IRS to make any necessary adjustments. We are sorry you did not receive the emails regarding the changes to our accounting software. Those come from our [email protected] email address. We recommend adding this as a trusted email so nothing accidentally gets filtered to spam in the future. We are terribly sorry there were delays as we switched to this new software. We made the switch because this software will allow us to provide quicker updates, better customer support, and in-depth insights into your business. We apologize the roll out did not go as smoothly as we hoped and that this impacted your buisness and reports. We hoped the added benefits moving forward will provide a better experience for you! In addition, your business and personal tax returns have been taken care of and efiled. Thanks again for the feedback.

• Initial Complaint

  Date:04/04/2023

  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.

  I've been a Mazuma USA customer for more than 2 years. One of the primary services for which I pay is timely preparation of my LLC (Innovi Ventures) tax return 1120S which was due March 15th. This is the second year in a row where my taxes are not prepared on time even though I've always paid on time the monthly fee and completed well in advance all the information and documents required from me. Mazuma USA has a lot of time to prepare for tax season and provide their clients with a timely preparation. However, it seems like this is a reoccurring issue that usually only resolves after making several complaints in several platforms in order to get the right attention. Although Mazuma filled for an extension (without my approval) this delay is also affecting my personal taxes that are due in less than 2 weeks and require the K1 portion of my company taxes that Mazuma is failing to provide. I've been in constant communication with Mazuma support but with no resolution to this issue. I am paying over $1000 a year with the main purpose of my taxes being prepared on time.

  

  Business Response

  Date: 04/06/2023

  We appreciate your business, and we are sorry you have had difficulty receiving a timely tax return. We have expedited your tax return and delivered it to you to review. We want to be better for you and all our clients. That's why we have a new department to help improve client-centricity and our service that will start focusing on solutions this spring and summer so we can provide a better tax experience moving forward. Thank you for your feedback to help us improve.

  Customer Answer

  Date: 04/08/2023

   
  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.
  
  

  I want to reiterate that just after filling a complaint with BBB did the business priorities this and attended to complete a service that was due and late  I hope that in it future customer service ********************** will improve to the point that one does not have to complain in order to simply have a service that you pay for fulfilled  

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

• Initial Complaint

  Date:04/04/2023

  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.

  I was referred to Mazuma USA LLC by Incfile when I set up my buisness in October 2022. I wish they would stop referring such an awful company! I thought filling my taxes was going to be easy. When you spend $95 a month for a service that is supposed to do all the bookkeeping and tax forms and file them, you expect easy. I informed them from the very beginning that I need my tax return no later than March 1st. I started turning in forms mid-January when I received them and turned in my last form on February 1st when I received it. Starting February 1st I was in communcation with Mazuma USA LLC 1 to 3 times a week for 5 weeks. 1 to 3 times a week for 5 weeks straight I was told "Your files have been uploaded and are in que, a bookkeeping expert will be in touch with you." A bookkeeping expert never reached out. I had to call and call and call. I was hung up on. I was informed I would be receiving phone calls back and never received any. Only one person actually actually called me back when they said they would. This was the person who FINALLY completed my bookkeeping. It took 5 weeks of complaints plus being on the phone on and off all day for a total of 2-3 days in order to get a bookkeeper to look at my books. At this point (after complaining for 5 weeks) I was offered to pay an expedition fee to complete my books and taxes. I guarantee if this was offered on Februray 1st I would have gladly paid. Instead of offering me expedition they sat on my information to collect an additional $190 (two months of subscription fees). Jeff, one of the managers, is EXTREMELY rude and inconsiderate. I have been in communication trying to come to a resolution for their lack of communication and efforts. Jeff has made it impossible to speak with anyone other than himself. I have been on the phone with Mazuma USA LLC on and off all day with no resolution. HIGHLY DISAPPOINTED! DO NOT use Mazuma USA LLC. They have FAILED.

  

  Business Response

  Date: 04/05/2023

  We provided the client with a refund of $190. The delay in our communication and difficulty the client experienced does not live up to our company service standards. We are sorry the client had such a poor experience with our team. We appreciate this feedback and are actively looking into solutions to improve our turn around time and communication. This input will be invaluable to help us improve. 

  Customer Answer

  Date: 04/05/2023

   
  
  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:03/20/2023

  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.

  I signed up for Mazuma in the beginning of February 2023 with the understanding that my taxes would be done properly and on time. I spoke with 2 different people and explained my situation to them. They said they understood and assured me everything would be handled. On Feb 17, I finally got access to the dashboard and uploaded ALL requested documents. These business taxes were due on March 15. On March 17, I reached out to get information on why my taxes weren't done and to see if they maybe filed an extension on my behalf since they didn't get around to doing it yet. That would have been okay, but it was not at all the case. They said, "Your taxes aren't due until April 15". I said no, I had a partner for part of last year so I believe they were due March 15th. They proceeded to contact one of Mazuma's tax pros who said I was in fact right. I said okay, then what can we do about getting these done. The chat person, said "We can schedule you for a call with a tax pro to talk about your tax situation in 3 weeks". I said no, my taxes were due a few days ago. What can we do about getting them done next week. They continued to tell me that there was nothing wrong and that they were filing my single member LLC, as if to ignore what their own tax pro said. We went back and forth with the person not understanding the situation until I just agreed so I could get back to my own work. They then reached out via email saying I didn't see a multi-member LLC tax return which is completely not true. I just need my taxes filed properly ASAP and I don't know how to get them to do it. Why do I understand more about taxes than their own professionals. I am now trying to get a transcript of the chat which is not available for some reason.

  

  Business Response

  Date: 03/23/2023

  We apologize for the miscommunication and confusion from our team about the entity type and filing date for your business. That is unacceptable. Our Director of Tax will be handling your account directly so we can make sure to complete your taxes as soon as possible. He reached out yesterday, March 22, but was unable to reach you on the phone. It looks likewe are missing a few items to complete your taxes, so we will continue to follow up so we can get your taxes filed as soon as possible. 

  

  Business Response

  Date: 05/15/2023

  We apologize about the delay on your tax returns. Our team was wrapping up your bookkeeping to ensure your taxes were accurate and we didn't miss any deductions. I know members of our team have reached out to you multiple times this past week, but I wanted to follow up and let you know both your personal and business taxes have been efiled. Please let ** know if there is anything else we can do. Thank you!

  Customer Answer

  Date: 05/15/2023

   
  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:09/16/2022

  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.

  This business was offered to me by the organization that set up my LLC. They offered no guidance, direction, updates, anything even coming close to representing the information necessary for new business owner to successfully navigate *** obligations. I form my company 18 months ago and never not once in that whole time. Have I been able to speak with an actual CPA to advise me of upcoming due dates. They have literally never contact me once by phone or email to see if I had any questions or concerns. They literally do nothing for you. Today was the end of deadline extension. I had uploaded all my financial expense forms through my third party tracking app. Since I did not hear from them, I assumed they had everything needed. When I logged into sign my return I found that they had kicked back all the expenses. Asking for further clarification dreams on your head. They had the information for 4 months. Did not send me an email or make a phone call to let me know that they needed information I had not provided. Needless to say, I'm sure I will be owing thousands in late fees to the *** this year. Do yourself a favor, get a local bookkeeper and a local CPA. This service is only good for taking your money. If they had any integrity I would be refunded the entire 18 months that I had paid them and they literally did nothing. Supposedly they filed a request for an extension I would not be surprised to find out from the *** tomorrow when I have to call them to sort this mess out that an extension was not filed. This organization is 100% a scam. Or they have taken on so many clients. The effect is the same. $1620 in the trash

  

  Business Response

  Date: 09/26/2022

  After checking into this issue, we have discovered our team was at fault. We did file an extension for this client and we were waiting on some information to finalize the tax return. That information was sent to our team but the employee who received it (who no longer works for our company) failed to pass on that information so we could take care of this in a timely matter. We have refunded the client in full for the time they used our services, and we apologize for any frustration and inconvenience we caused.

• Initial Complaint

  Date:08/29/2022

  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 submitted my tax information documents in March of 2022. I have messaged in multiple times to see if i need anything else to get my taxes done. I was told an extension was applied for and so i didn't think much about it. They were also really late last year on my taxes (like july/aug) so i wasn't worried. Fast forward to the week of August 22, 2022. I am applying for a home loan. I have everything cleared to close, but the underwriter wants my 2021 taxes. I explain the situation. they ask for a copy of my extension. I reach out to them and don't have a copy but have a number with a date that my extension was accepted. My underwriter for my loan rejects that. I make three more calls and messages on their system multiple times. I am constantly being told "someone will reach out to you today." After noone calls back i begin all over the next day. On friday of last week, I was finally told an extension was NOT actually filed. Please wait till **** gets back on Monday and he will help you. Monday rolls around. I get a call saying, **** hasn't come into work yet (it was 10:11), but he would reach out to me today. I call back at 4 and was told, he will call me back (he was in a meeting). I call at 5 and I am told he has left for the day. I am beginning to think this is a big Catfish scam. I need one document to close on a home loan. Mazuma won't help me get the needed doc. I have spent ten hours in the last week and wasted my time. I am not sure at this point they have any managers working, bc when i call or send messages on their dashboard, I can never get a manager to talk to me (only customer service people who unfortunatley forward messages that ***** responds to). I should have gone to another tax company and got my taxes done in a day. Now I have overpaid, and still probably need to see another company, and on top of that, I may be out of a home loan, that i spent a lot of work on to get. I will say, they did a great job for 7 years.

  

  Business Response

  Date: 08/30/2022

  We apologize for our team's poor communication and slow response. This does not live up to our level of customer service. Our tax accountants filed your tax return today so we could get this resolved as quickly as possible. After looking in to why our team failed to get to you within ***************************************************** our client service communication process and have fixed it so this does not happen in the future. We appreciate your business and have loved working with you over the past 7 years. We apologize again for the delay this past week.