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:01/24/2023

  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 husband used RBI Services/********************* for the past 7 years to do all of his books. From bookkeeping, invoicing, payroll, taxes and more. He purchased a business that ***** was doing books prior for and since it seemed like a good idea he kept him on to keep doing everything. Years past and he noticed that things started to fall through the cracks with *****, So in November 2022 we took our books over to find a mess!!!! There was customers that were not invoiced for months, customers not charged, accounts that are not correct in the system and more. As we started to fix things more things would hit our desk! The ************************ started to send us notices from 2019 that we owed over *****. My husband had got this notice before and gave it to ***** and ***** would say he would take care of it or it was taken care of. In December 2022 we got another notice from the ************************ that now for 2020 we owed *****. We hired a True certified CPA and they do not even understand what he had done. Yesterday January 23, 2022 we got another notice from the *** saying we owe $41,000!!!!!! Unbelievable!!! Turns out in 2018 ***** paid our FUTA taxes late, so our tax percent went from ****% to ****%. ***** never checked on this and still ran our QuickBooks with the ****% rate for 2019,2020,2021,2022. He never did his job to check the rate or to investigate why we were getting these notices. We paid him to do a job and his last words to us is he stands behind his work!!!!!! We owe over ****** in interest and fines because of this!!

  Business Response

  Date: 01/30/2023

  This hyperbolic tone of this complaint comes from a former employee of RBI Services.

  
  The accusation about customers not being invoiced is erroneous.  For nearly seven years, the owner of Lawn and Landscape, *******************, visited the office virtually every week to review the accounting.  RBI and ************ would review the accounting of Lawn and Landscape including the billing for the company.  When ************* made the decision to terminate the accounting services with RBI Services in October, all accounts receivable had been charged and paid when the records were released.  No grievances were aired with RBI Services until January, several months after the service was terminated and coincidentally the same amount of time of the complaint. 

  
  The complaint about the **** taxes being paid in a dilatory manner is imprecise.   We have records that can substantiate that these taxes were paid in a timely manner to the Federal Government.

  
  The issue about the past due fees and penalties can be traced to the dilapidated service and system that makes up the ******** Employment Commission.  The *** was informed by ***** Tax and Accounting (the predecessor to RBI Services) that a business sale transaction had taken place and that the mailing address should reflect the sale.  In 2018, 2019, and 2020, an address change was submitted to the ***, each time with the same address information as to what was shared when the business was sold.  Each time, the *** assured RBI that the problem was resolved. When COVID impacted all phases of life, the ***s issues became obvious.  Communication, if you were fortunate enough to speak with a representative, was difficult and the issue has not been resolved.

  
  RBI Services will continue to work with the *** to resolve this issue.  In the meantime, to circumvent any further accrual of fees, RBI will cover the bill that Lawn and Landscape with the understanding that any corrections by the *** will be returned to RBI Services.

  
  RBI Services has helped multiple companies, including Lawn and Landscape/Mohawks, achieve business growth and success and we do stand behind our work.  While we were proud to help Lawn and Landscape/Mohawks achieve success over a seven-year period, it became apparent that it was time to dissolve the relationship and to avoid any further trifling disagreements.

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I read the response I was disappointed with the lack of respect and understanding coming from *****. I am ashamed to say that I did work for them for about 5 months. Within those five months I did see a lack of care in operations and voiced those opinions with my husband on how I felt that the office in a whole was filled with people with no prior training and lots of errors going on.(My husband had also noticed for the past few years the decline of *****'s work) We decided after I left to start the process of pulling all of our stuff out of RBI Services/***** Accounting. (We dissolved the relationship)

  I want to make something perfectly clear, there are no accusations of customers not being invoiced or billed, those are true facts that can be supported by customers that will confirm this. As for the fact of ******************* coming to the office every Monday that is a fact. But he never saw his QuickBooks, worked in his QuickBooks or even had a password or copy of his QuickBooks. This was solely taken care of by *********************. ***** would show up to give him bills, invoices and payroll. ***** was being paid to take care of his books, taxes and payroll completely. 

  As for sharing grievances with RBI, We received our books in November. As we worked through the QuickBooks account we started to see the damages that were done and worked to resolve issues with customers that ***** had caused. We absorbed the losses and have credit customers to save our relationship with them because of the errors he made. 

  The ***/940/941 issues were a direct cause of ***** not doing his job and checking every year what the rate was. I have spoken to *********************** and her response is that when accountants/book keepers do not get the rate they call her every year to make sure their clients rates are correct. ***** clearly did not do his due diligence to make sure our rate was correct.

  We are still finding issues with 940s as of today 2/2/2023, there was a payment in 2020 the third quarter that was processed and put on the wrong account, now we owe $5021.36, another mistake! 

  According to the *** they have no information of ***** ever notifying them at anytime for an address charge, or rate change, or any information that was pertaining to our account.

  While we appreciate RBI Services/***** Accounting for taking responsibility for the $41,220.68 to the ***. There is still over $15,000 that is owe to the *** for the 940/941 errors. ***** had sent an email stating that he was going to contact the *** to work on this, but we have not heard anything about that and he has not responded to the email that was sent  1/31/2022.

  While I can understand a company trying to save face, what I do not agree with is a company providing inaccurate information and trying to make the customer out as a disgruntle past employee. This is way beyond that! 

  Although my initial complaint is direct to the point, it was fueled by a demand to pay from the *** for $41,220.68. Any business owner/person would be extremely upset and would want answers. Trust me when I say ***** and I just want these issues resolved and paid so we do not have to deal with RBI Services/***** Accounting.  

  To resolve this issue completely we would need the 940/941 and any other tax/payroll issues corrected/paid.

   

   

   

   

   

  
  Regards,
  
  *******************
  
  
  
  

  
  

• Initial Complaint

  Date:11/30/2022

  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 filed a late 2020 return with ********************* at RBI Services and not only was the information pertaining to my business emailed in advance but I also appeared in person for a meeting to bring additional documents and to go over all of the details of my personal and business affairs. The business that I am referring to was discussed in depth in that meeting so to my surprise, when I was preparing for my 2021 return to be filed, I discovered it was not appearing on the copy of the return uploaded to the *** client system. I thought that maybe the wrong copy was uploaded so I reached out to ************** via phone twice before emailing on August 30, 2022 to see if this was an error or if he erased what was discussed at our meeting somehow. He responded and stated that if it was, he could amend it. I then emailed to see if he even checked to see his records to see whether or not there was a definite mistake in the filing or the document uploaded for me (which should match but I just didn't think it was possible after an entire meeting discussing it). I informed him that amendments were taking more than 4 months to process and I was concerned about having to pay additional penalties for his mistake. I received no response to that email or the following or any calls to his office or cell.On September 8,2022 I emailed again and received a response stating, "******* we are swamped right now and have many people asking questions on many different levels. I will look into the issue and do what is needed to fix it, but you have to give me some time to research it.". Since that email, I have not received any further email responses or phone calls to answer my questions or amend my return. I ended up having to pay another company to amend it. His lack of professionalism and care is appalling.

  Business Response

  Date: 12/06/2022

  ****************************************** did meet with ********************* to have multiple tax returns prepared, both personal and business.  While ****************************** does state that she spoke about the business that is at the root of this issue, ***** does not recall the conversation.  There was an email exchange between the two parties .  There was also multiple attempts to reach ******************************* by phone but those were unsuccessful because her voicemail did not have the capacity to leave messages.  On September 9th,******************************* did email ***** indicating she would most likely be using a different tax preparer. (see attached email)  At that time, she cut off communication with ***********
  
  RBI handles over **** tax returns for clients and each of those returns are important to us.  They will each receive the needed attention that is required to complete a successful return.  To do this though, it does take time.  Our system is to use the first client in,first client out approach.  ***** did have other returns in line before *******************************. 
  
  While we are sorry that ******************************* was not satisfied with the speed of her return, we did want to resolve the issue but she choose a different option. 
  
  RBI is prepared to refund all tax preparation fees that she paid to us for the 2020 tax returns.  A check will be mailed by 12/15/22 provided to the address provided.  With this check, we will consider this matter closed.
  

  Customer Answer

  Date: 12/06/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  This is completely false. The information was provided via email (prior tax return as he requested so he could see how the business was filed). I brought additional documents to the office during the meeting and went over the numbers for the business. I don't believe I was called but if that was the case, there were no responses to my numerous emails pertaining to resolving the mistake so of course, I had to find and pay someone else. There is no reason I should have to wait 3 months or more for him to "get to me". His calendar shows online and there were numerous openings.
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution suffices. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ******************************************