ComplaintsforAccountants-BC Ltd.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My first appointment was on Oct 4/23. This was not a consultation as claimed and the accountant started working on filing my taxes before I was aware of the charges for their services. I asked what the charges would be and it was not made clear. I was told ambiguous jargon that confused me such as well take care of that. I thought this meant that the fees were being taken out of my tax return and adjusted. I was never invoiced, and the firm fees were still not made clear to me by my 2nd appointment Dec 8/23. I was finally invoiced for my prior sessions on Mar 6/24 with a past due date of Nov 30/23 for $1158.05. This was sent to me 10 minutes before the start of this third appointment, 5 months after my first consultation appointment. After receiving this invoice I told the firm I could not afford this and would have to cancel my upcoming appointment (now starting in 5 minutes). They ignored my concern and continued on with my appointment saying the accountant would clear up any issues. This was not cleared up, again I was told it would be taken care of and then I was sent a prompt bill for that meeting of $578.24. Due to my inexperience in this field I was taken advantage of. If I had known the fees charged by the firm prior to my first consultation in October I would have NEVER continued with appointments. My needs were not met, I said I did not need help filing my 2020 taxes but the accountant filed them anyway, not knowing the cost I agreed but now this fee alone is over $500 included in the first invoice. The firm was aware of my current situation, ******** **** ** ******** **** * *** ****** ******* ************* ********** ** **** **** ***** They claim honest open communication on their website but this is FALSE. My rights to full disclosure before being charged were violated. I have not paid these invoices yet and I am not sure how to go forward with this dispute. I do not feel confident in my ability to contact the firm and require assistance.

  Business response

  02/04/2024

  April 2, 2024
  
  Attn to:
  Better Business Serving Mainland BC
  ******************************************************, **** V6E 3W1
  
  RE: ************************* ID ********
  
  Dearest ***********************************,
  
  Thank you for your letter dated March 19, 2024.  We dont wish to offer the lowest prices in town, we would go out of business. However, we do spend a considerable amount of time with each client, explaining if needed and making as best as we can do provide satisfactory service, which is often mentioned in our business reviews as how we treat client.
  
  We do adjust our fees when clients are in difficulty and in some cases,not charged, but not when clients have reasonable income.  We have included a breakdown of the billing.  When **************** expressed her upset about the fee and thought we would take the fee out with a Cash-Back,and then adjusted her invoices even more.
  
  In response to your letter, bellow is a history of our communication with ****************.
  
  Sept 11, 2023 (11:15 AM) ****** inquired our services via our online portal
  Sept 11, 2023 (11:36 AM) A zoom call is scheduled as an initial consultation
  Sept 11, 2023 (3:44 PM) ****** acknowledged the schedule of the zoom call
  Sept 13, 2023 (9:41 AM) ****** accepted the calendar invite
  Sept 25, 2023 (4:49 PM) ****** requested for a reschedule as she got a called in to work
  Sept 28, 2023 (10:26 AM) ****** was advised for a new schedule for Oct 4 at 12:30pm
  Sept 28, 2023 (11:41 AM) ****** accepted the calendar invite (see Attachment 1)
  Oct 4, 2023 (12:30 PM) 1st meeting was in place. 2020 and 2021 personal taxes are filed. ****** was fully aware of the filing and both years are with consent (see Attachment 2 and 3). No motion or request to not file 2020 tax within the 1.5 hours scheduled (time extended)
  Dec 1, 2023 (1:31 PM) Request a follow up appointment with ******.
  Dec 1, 2023 (1:42 PM) A zoom call is scheduled for Dec 8 at 12:30pm
  Dec 1, 2023 (1:45 PM) - ****** acknowledged the schedule of the zoom call
  Dec 1, 2023 (5:09 PM) Few concerns were raised on the work needed for 2022 tax preparation
  Dec 4, 2023 (10:17 AM) Internal working spreadsheet was sent
  Dec 4, 2023 (10:59 AM) ****** acknowledged the email
  Dec 7, 2023 (3:33 PM) Additional concern was raised on the given spreadsheet
  Dec 7, 2023 (4:22 PM) Requested concern was answered
  Dec 7, 2023 (4:36 PM) - ****** acknowledged the email
  Dec 8, 2023 (12:30 PM) Discussion was made and extended for a total of 2 hours about the 2022 files and what else is needed to prepare
  Dec 14, 2023 (1:00 PM) A 30-minute phone call for clarification on entered data for 2022 tax preparation
  Jan 26, 2024 (9:18 AM) Request for new appointment to complete 2022 filing
  Jan 29, 2024 (11:50 AM) Informed with new availability
  Jan 29, 2024 (1:41 PM) ****** acknowledged given scheduled which is Feb 14 @ 2pm
  Mar 6, 2024 (2:19 PM) Invoice ****** was sent which is 41 minutes prior to her appointment time and not 10 minutes (as she stated). (See attachment 4)
  Mar 6, 2024 (2:59 PM) Responded to the Invoice ****** with certain confusion. A statement that she states, she might cancel the appointment but instead, she continues with the time. (see Attachment 5)
  Mar 6, 2024 (3:00 PM) Discussion about the 2022 tax return and a detailed explanation on the given invoice to her. Also, it was discussed that a discount will be provided.
  Mar 6, 2024 (4:20 PM) ****** sent an email after his meeting with ******. She states her concerns and advise that she will submit the payment. (see Attachment 5)
  Mar 6, 2024 (4:26 PM) Due to the negligence on our part, the company provided additional discount. A revised invoice was sent (See attachment 4) and Inv ****** for 2022 tax filing and preparation was delivered (see attachment 6)
  Mar 6, 2024 (5:21 PM) Despite her concerns on the invoice, she still has few concerns to change her 2022 filing
   Mar 7, 2024 (11:13 AM) Action was done right away to correct her status in 2022 filing
  Mar 7, 2024 (11:39 AM) ****** sent information of her partner
  Mar 7, 2024 (11:56 AM) Requesting confirmation for the change of status and verify if she is going to claim her partners amount in filing
  Mar 7, 2024 (1:13 PM) Advise and confirmation was given by ******
  Mar 7, 2024 (2:34 PM) Acknowledged confirmation and verify
  To highlight based on her statements, we truly understand her situation and did take actions with no delay. I can no longer recall but we normally advised our clients the fees for personal tax returns ranges from $300 - $800 per tax filing, and could go higher depending on the complexity. To point her thought, in quote I asked what the charges would be and it was not made clear.I was told ambiguous jargon that confused me such as well take care of that in one of her emails. We accept that this has been a lapse on our side.
  
  To close our books for 2023 and in preparation for the tax filing,Invoices were sent to those clients whom we rendered service for the year and were not invoiced nor paid. Unfortunately, she is one of them. During our meeting on March 6, a discussion about the invoice was raised. I explained to her and because there was a negligence at our part, a special 40% discount on INV ****** has been given. ****** acknowledged it and advised my assistant as per email sent March 6, 2023 at 4:20 PM, that she will submit the payment. Days after, no payment has been made. Instead, another request for a change of status for 2022 is requested.
  
  As we are about to file for her 2022 tax, an email was received on March 18, 2024 at 2:11 PM on a sudden complaint of which we thought it was already answered and understood during March 6 meeting (see Attachment 8). Without a second thought and as we understood her frustrations, an action is made right away to adjust her INV ****** with a total of 70% off on 2020 and 40% off on 2021. A very great deal despite all the time we spent with her.
  
  In fact, we provide pro **** cases for taxpayers who are way in need and/or has lower income. In ****** case, despite the situation, she may be aware that she is obliged to make payment to the services rendered by someone who helped her sort all her worries with tax and especially with CRA. Plus, her income is above the income of a person deserving pro ****. There might be miscommunication in between the lines, however, she has been explained properly that we dont do cashback and thus a revised with ****** discounted rate was given to compensate the time, effort and the software we are using.
  
  Please feel free to contact me at ************ or email me at ******************** if you need further information or clarification regarding ************************* complaint. I am willing to discuss all matters with you.
  
  Thank you for your attention.
  
  Sincerely,
  
  ***************************, CEO
  Accountants-BC Ltd.
  
  

  Customer response

  03/04/2024

   
  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,
  
  *************************

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