Complaints

This profile includes complaints for GWAP Financial Tax & Bookkeeping Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GWAP Financial Tax & Bookkeeping Services, LLC

  709 Hinton Street Petersburg, VA 23803

• 

  GWAP Financial Tax & Bookkeeping Services, LLC

  3131 S Crater Rd Suite 3170 Petersburg, VA 23805-9218

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:04/26/2023

  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 hied gwap to do my federal and state taxes.I received my federal taxes with no problem my state taxes I was told I was getting ****** dollars back.a few weeks later I received a letter from the irs stating my state taxes was wrong I was getting ******* dollars back.I was waiting for my state taxes they never came.I got on the website and it said my state taxes of ******* dollars was released on February 28th so I went through my bank statement and I only received ***** dollars of ******* from my state taxes.I spoke with with ***** and I was told she had to contact her bank that was over 3 weeks ago Ive reached out and all I get told is she hasnt heard anything and its possible that the state of Virginia lied about the amount that was released.Ive shown proof to her my bank statements for February and March,the paperwork from the irs is just like my money that I work hard for.

  Business Response

  Date: 04/27/2023

  Good Morning,

  As ******************** is a second year client, she has been thoroughly educated on how we use a tax partnering bank for insurance purposes; it covers both ** as a company and her as a consumer. 

  When I submit ANY clients tax return to the IRS/Their State, its out of my hands. This is common across the globe. Which means that upon submission of a tax return, they can then audit, investigate, review, compute, adjust, etc. all without the knowledge of the tax preparer which is why *********************** received a letter from the state of VA about an adjustment to her 2022 tax return and not me.

  I had just reached out to ******************** YESTERDAY notifying her that I once again reached out to my tax partnering bank on her behalf and escalated the issue as I noticed the timeframe in which I havent yet to receive a response from them. So it behooves me today of the argument I am now presented with. Nevertheless, it should be noted that no clients tax refunds are ever deposited into my personal bank account for me to distribute so the best thing I can do as a display of professional customer service, is reach out to my tax partnering bank, where is was allegedly distributed, to see where the error lies. It should also be noted at the same time, I am operating business which means I cannot sit on the phone all day for just one client as I have other clients to service but I am doing the best of my ability to assist ********************. At the same time, I DO NOT have control over the timeframe a third party company takes to get back to she and I.
  

  I noticed in the complaint that ******************** states she received $84 from the State of VA instead of $1053. When she initially came to me on 4/5/2023, she stated she hadnt received her refund at all of the specified amount $1053 which is what prompted me to ask for her February & ********** statements to submit with her query, in which her bank statements that she presented to me didnt show she received the $1053 nor the $84. So what am I missing here?

  If ******************** only received $84 from the State Of VA, then the State of VA should be on the complaint board and not me.

  Customer Answer

  Date: 05/17/2023

  Im at a loss Ive been waiting since April 27th I have given all the proof that I did not receive my money at first it was 782$ that was supposed to be deposited.I showed proof that it wasnt then when I said I got the letter from the state of ********,I was told they lie.I just want whats owed to me .I still havent heard any response from her except after I contacted the bbb I have 6 messages via fb that was deleted so I respectfully reject her response.Id just like to know where my money is at
  Thank you ***********************
  

  Business Response

  Date: 06/11/2023

  Good Morning,
  
  After finally reviewing all accounts and getting a response back from our 3rd party bank, it is determined that *************************** did indeed receive both her ** state & federal refunds. How the tax banks work are, whichever refund deposit comes in first is when they withdraw all fees due to the tax preparer and the bank if applicable such as tax advance refund loans. 
  
  I have attached to this statement her total amount of fees along with the total amount of her refund. Her VA state refund came in first and all fees pertaining to preparation & bank were withdrawn from the state which is why she received only $84 and then her ENTIRE federal refund of $9,125 - in which she herself showed ** proof she received based on her bank statement attached to this complaint. 
  
  Ill even go ahead and do the math of the breakdown below:
  Bank Fee: $54.90
  Preparer Fee: $650 (Processing Of 10 W2s)
  Bureau Fee: $58
  Software Transmission Fee: $23
  Software Technology Fee: $18
  Electronic Filing Fee: $150
  Document Prep Fee: $25
  Other Processing Fee: $5
  TOTAL: $983.90
  $983.90 SUBTRACTED from $1053 is $69.10
  ******************** received $84. So in actuality, I am owed $14.90 as she was overpaid.
  
  At this point, Im not sure what else ******************** is expecting to receive as she has already received both her state and federal tax refunds.
  
  At this point, I need all false claims of never receiving her ** state refund to cease. I really dont want this to get out of hand as I had to turn this case over to my attorney because I dont know where else I am supposed to squeeze money from that she has already received. This has been ongoing for 2 months now and it was unnecessary.

  Business Response

  Date: 06/13/2023

  Good Morning,

  In the previous response, I showed a screenshot with a break down of all fees including mine as the preparer & the tax partnering banks fees. Ive now broken down the 1 screen into 3. Ive also typed out in FULL DETAIL the break down of ALL the fees in which is shows she owes me $14.90. She can keep it, Im not interested in what ******************** owes me. Im more interested in finalizing this 2 month unnecessary project. This will be my final response as ******************** ISNT OWED ANYTHING.

• Initial Complaint

  Date:02/17/2023

  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.

  11/28/22 $44.44 Credit Repair services was not completed or has not started nothing has been resolved I can never get in touch with the company when I call #*****

  Business Response

  Date: 02/24/2023

  To Whom It May concern:

  This is my ************ Credit repair is done and processed at GWAP Financial Services, **** and not here at GWAP Financial Tax & Bookkeeping.

  In regards to the complaint: ************** signed up for my Black Friday sale on 11/28/2022. In the credit repair agreement that I have attached, it shows that he did not onboard until 12/13/2022. He was already in breach of contract as my agreement states that you must provided all required documents within 72 hours or you will be terminated without refund. His 72 hours was up on 12/1. I have extended him ***** on several occasions as he asked to come into my physical location to provide me with physical documentation, also tax documentation that he previously filed with someone else and needed a second look and some information in regards to his non profit organization. This was done all via text in which I was only allowed to send one screenshot here because I ran out of space providing my client credit repair agreement. He never showed up on any of the dates he scheduled. 

  On several occasions ************** rescheduled stating either he had an emergency or was sick. I still extended ***** all for him to play with my time.

   

  On Tuesday 1/24/2023 ************** reached out to me via text requesting to come into my VA ****** to finally get his credit repair services going by my company. I notified him that I am now no longer in VA to service him physically and extended him virtual services. I at that time couldnt service him that particular day because I was already serving tax clients and would reach out to him with a better availability to service him. On 1/27/2023 ************** reached out again via text at 1:22 am and I didnt respond of course because no company was open and I personally was asleep. At 1:13 pm that same day I responded to him via text after having availability letting him know it was unfair to have played with his appointments for 2 months and then demand that I hurry and service him when he was ready. I let him know that I was servicing tax clients with him and would reach out with availability at a later time.

  Nevertheless in that same credit repair agreement, I have an 180 day guarantee that if I dont remove one item I would refund you all money except for the first work/consultation fee provided that the customer has kept up their end of the bargain which is credit monitoring services for me to be able to pull his reports every 30 days, no new collections and all open accounts be kept current. 

  ************** has yet to provide me with his credit monitoring log in credentials to even start a service for him. I have proof of this in his client portal but theres no room to attach to this forum as *** used up all space providing proof of the client contract. Nevertheless, ** also within my 180 day agreement but have grounds to terminate his services seeings how he has VIOLATED EVERYTHING in my credit repair agreement. 
  

  ************** is not warranted a refund and his services with my company is now terminated.

  Customer Answer

  Date: 02/27/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 02/27/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 02/27/2023

  Everything the business asked of me I did or gave I an the business owner communicated several times via text an phone an I was never advised of anything on my part not being done me an the business have set up times to meet in reference to them potentially doing my taxes not credit repair in there response they are giving false information I have provided SSN, DOB, a picture of my social security card an drivers license threw there app once I provided all those documents the business owner moved out of state an was unable to be contacted when I made several attempts now they are saying that I will not get a refund nor will they complete the service an that is my reason for the offer rejection 

  Customer Answer

  Date: 02/27/2023

  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.
  
  

  Everything the business asked of me I did or gave I an the business owner communicated several times via text an phone an I was never advised of anything on my part not being done me an the business have set up times to meet in reference to them potentially doing my taxes not credit repair in there response they are giving false information I have provided SSN, DOB, a picture of my social security card an drivers license threw there app once I provided all those documents the business owner moved out of state an was unable to be contacted when I made several attempts now they are saying that I will not get a refund nor will they complete the service an that is my reason for the offer rejection 

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