ComplaintsforBench Accounting

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  As a book keeping service, they also were handling my 2023 taxes. I did not receive any updates on my taxes even after the due date passed. After reaching out to them I was told that they filed and extension with the *** but I was never informed about this. After this every month I asked for an update on my taxes and I was repeatedly told that it is being worked on with no update until I contacted them. After 2 months, I informed them I wanted my account closed due to paying $500 a month with horrible service. My account was canceled but I was told that my 2023 taxes would still be filed and handled by them. 2 additional months passed and yesterday (8/29/2024) I was told that I needed to pay to now have my 2023 taxes to be completed when that was not what I was told and I already had paid for this service that they failed to complete and have still not completed. I have not been told the status of the extension, been provided a copy of that extension nor do I have any clue on my taxes. They delayed so much that I filed my own personal taxes which they were supposed to handle as well.

• Initial Complaint

  25/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for Bench services (via Freshbooks) back in April, including book catch up for ********March. Since then only January books have been completed and it doesn't seem like anything is happening on my books. I have reached out and been given excuses, but my books should be pretty simple. I was told in an initial email my books would take 10 business days. Since only January books have been completed and it is almost mid-year, I have asked to cancel my subscription and get a refund of incomplete services. Bench.co told me since I paid through Freshbooks they would have to do the refund. I have not heard from Freshbooks. Seems like Bench should be refunding the money.

  Business response

  03/07/2024

  Client Complaint:
  I signed up for Bench services (via Freshbooks) back in April, including book catch up for ********March. Since then only January books have been completed and it doesn't seem like anything is happening on my books. I have reached out and been given excuses, but my books should be pretty simple. I was told in an initial email my books would take 10 business days. Since only January books have been completed and it is almost mid-year, I have asked to cancel my subscription and get a refund of incomplete services. Bench.co told me since I paid through Freshbooks they would have to do the refund. I have not heard from Freshbooks. Seems like Bench should be refunding the money.
  
  Complaint ID:
  ********
  
  Date Filed:
  6/21/2024
  
  To whom it may concern,
  
  Thank you for reaching out to us regarding the complaint made by ***************************** of ************************* Designs. We take such complaints seriously and are committed to addressing this matter promptly. We are actively resolving this issue.
  
  Overview of Clients Billing: 
  

  All billing via Bench's partnership with Freshbooks:
  a)Monthly (1 yr Commitment)
  i) First 6 Months - $239.20/mo
  ii) Following 6 Months - $299/mo
  
  Timeline of Events
  
  06/17/2024 - Received Cancellation Request from ************************* Designs due to to incomplete work (January 2024 - Date)
  06/18/2024 - BPA (Bookkeeping Portfolio Assistant) provided confirmation via the message feed that February and March 2024 are complete. It was also communicated that, to finish books to date, we will need the customers Stripe documents for 2024. 
  
  Attachments:
  
  Attachment One - Communication from BPA that Stripe documents are needed for completion of work 04/24/2024
  
  Next Steps:
  
  Bench to finish all paid for work after receiving requested documents.
  Bench to proceed with cancellation as requested on 06/17/2024.

  Customer response

  03/07/2024

   
  Complaint: 21884703
  
  I am rejecting this response because:

  As I stated in messages to Bench, my files were uploaded. Some even were listed as processed. I have attached screenshots. The message within my bench account that was shared from Bench was not even the latest message. As you can see I responded that I uploaded the documents and ********* responded with "Additionally, thank you for uploading the Stripe information, I have notified our team to ensure we can complete your books." 2 MONTHS AGO! 

  Communication has been lacking. Support awful. Refund still hasn't been received AND I continue to get charged. I've spoken with Freshbooks, disputed the charges. 

  Refund was requested by end of June. Yet, that hasn't happened. 

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

  
  

  Business response

  11/07/2024

  To whom it may concern,
  
  Bench appreciates the opportunity to respond and provide more clarity.
  
  When our system receives document uploads, they move into "ready to process." To confirm, our system shows only February and March Stripe documents that have moved from ready to process to "processed by DP Attached is the list of all uploaded documents from April 18th - June 14th 2024 from the customer showing only "March-Stripe" and "February-Stripe" as uploaded. All records show that we have not received any uploads after June 14th. To complete all paid for work we will need Stripe Documents from January, April and March 2024. We are able to complete this promptly. 
  
  Additionally, ********* has provided input that his message containing "thank you for uploading the Stripe information" was intended as an acknowledgement of March and February being successfully uploaded. The intention here was that the other documents would have still been in the "documents needed" notification that is customer facing in the application. Upon reflection, he believes that his communication here could have been more clear and concise. For this, we extend an apology.
  
  Regarding the refund request, FreshBooks handles all customer billing as a part of the **********************/ *********************** When the above evidence was provided to FreshBooks, this refund was denied, however, this customer account is now cancelled as per the customers request. No Further payments are to be processed.

  Client Care 

  Customer response

  11/07/2024

   
  Complaint: 21884703
  
  I am rejecting this response because:

  Oddly enough my January books had already been marked completed as the 'missing' document is uploaded under receipts in the processed folder for whatever reason. I had not requested a refund for those books, because they were previously marked done, but now that they are not done I request I refund for those services. 
  
  I signed up in April and paid for backup bookkeeping and was told they would be completed by the timeline below. Files were uploaded in a timely manner, but not services were not completed in a timely manner. 
  
   CATCH UP BOOKKEEPING:You can expect any catch up bookkeeping to be completed quickly and within the following time-frame:
  1-5 Months = 10 business days
  6-11 Months = 15 business days
  12-23 Months = 20 business days
  
  If you look at the full history of the conversation, you'll see I had already uploaded these items. They were also under processed, so it is not my fault on your end you lost them. 
  
  Sincerely,
  
  *****************************

  Business response

  23/07/2024

  To Whom it may concern,

  We can confirm that the issues raised by the customer has been fully resolved. We have issued the full refund as requested via the customer's Freshbooks billing and provided an acknowledgement and apology of the customer's experience.

   

  Customer response

  23/07/2024

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

• Initial Complaint

  13/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bench Accounting was supposed to complete my business taxes over a month ago and they continue to delay it but have continued to charge me, debiting my credit card each month. When I request an update, they take days to reply and then tell me the delay is due to them needing more information from me, which is false because I had an in-depth review with their coordinator regarding all of the documents they needed and I've provided them all. Also, my business is very small and very straight forward. They hire inexperienced team members who aren't knowledgeable about accounting or taxes (over the months their inquiries have proven such) and they're using this delay tactic to continue to charge me, while my business taxes are now late with the **** I've paid them $3,500 so far this year alone.

  Business response

  22/06/2024

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint submitted by our client regarding delays in completing their business taxes and related charges.
  We acknowledge the client's frustration and deeply regret the inconvenience they have experienced. Here is a detailed account of the events from our perspective and the steps we have taken to address the client's concerns.
  Timeline and Communication
  November 2023 - May 2024: The client was unresponsive during this period, contributing to initial delays in gathering necessary information for the tax preparation.
  May 28, 2024: The client expressed dissatisfaction with the turnaround time for their tax review and filing. They demanded immediate completion, which was not feasible due to the complexities involved in ensuring compliance with IRS regulations.
  June 12, 2024: The client escalated the issue, threatening legal action. We reiterated that we could not proceed with tax filing without completed financials and necessary documents.
  June 19, 2024: Our Client Success team reviewed the communications and identified delays. We communicated our commitment to respond within one-two business days and offered two free months of service to compensate for the inconvenience.
  Efforts to Resolve the Issue
  Escalation and Prioritization: We escalated the client's case internally to expedite the completion of their bookkeeping and tax filing.
  Compensation: As a goodwill gesture, we offered two free months of service and confirmed that we would not charge the client for the month of July.
  Enhanced Communication: We have ensured the client receives timely updates and responses to their queries. Our Client Success team is now the main point of contact to streamline communication and oversee the resolution process.
  Final Steps: The client's bookkeeping for 2023 is in the final stage of the Year-End Review process. Once completed, we will promptly finalize their tax filing.
  Addressing Specific Concerns
  Delays and Charges: The delays primarily stemmed from periods of unresponsiveness and additional information needed to ensure the accuracy and compliance of the financials. Our monthly subscription model bills at the start of each billing period for access to our services, which includes ongoing support and bookkeeping.
  Communication Lapses: We acknowledge that there was a delay in mid-May, which has been addressed. We have since ensured that all communications are responded to within one-two business days.
  Conclusion
  We understand the client's dissatisfaction and are committed to resolving this matter to their satisfaction. Our priority is to complete their 2023 tax filing as quickly as possible while maintaining the accuracy and compliance standards that are fundamental to our services.
  We appreciate the client's patience and are dedicated to rebuilding the trust that initially brought us together. We believe our compensatory measures and enhanced communication will help achieve a successful resolution.
  Thank you for your attention to this matter.
  Best regards,
  Client Care

  Customer response

  25/06/2024

   
  Complaint: 21837991
  
  I am rejecting this response because: There's no world where I was unresponsive for seven months then demanding that our taxes be completed in a matter of days/weeks. As it relates to 2024 bookkeeping, there were some delays earlier this year because 2024 bookkeeping was not the priority. There was a lot of communication from me requesting updates on my 2023 tax filing and I'd get delayed responses and misinformation from Bench. Several times I was told that we were close to completing my 2023 books for tax filing, days would pass, I'd reach out, I'd be asked for another piece of information. It was disorganized, delayed and extremely frustrating.

  That is the accurate account of events. Even the update I received today has an $11K error.

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

  Business response

  05/07/2024

  Dear Better Business Bureau,
  Thank you for allowing us to address the additional concerns raised by our client regarding their experience with Bench Accounting.
  We appreciate the client's perspective and acknowledge their frustration with the delays and communication issues surrounding their tax filing. We understand that they have experienced significant inconvenience, and we sincerely regret any misunderstanding or misinformation that *** have occurred during our interactions.
  Regarding the completion of their 2023 tax filing:
  We confirm that the client's 2023 financials were completed and communicated to them on June 25th through our platform and on June 26th via email.
  Currently, we are actively engaged in finalizing their 2023 tax filing.
  We have also prioritized their 2024 bookkeeping following the completion of their 2023 financials.
  Addressing Specific Concerns:
  Communication: We acknowledge that there were lapses in communication and delays in providing updates. We have taken steps to improve our communication processes to ensure timely responses and accurate information going forward.
  Delays and Errors: We regret any errors that *** have occurred, including the recent $11K discrepancy mentioned. We are investigating this matter and will rectify it promptly.
  Compensatory Measures:
  As previously stated, we have offered two free months of service (July and August) as compensation for the delays and inconvenience caused.
  Our Client Success team remains committed to resolving this matter and ensuring a satisfactory outcome for the client.
  Conclusion:We are committed to rebuilding the trust and confidence that our client initially placed in Bench Accounting. Our goal is to complete their tax filing promptly and accurately, while ensuring that all communication is clear, timely, and responsive to their needs.
  We appreciate your attention to this matter and remain available to address any further questions or concerns.
  Best regards, Client Care

  Customer response

  11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I consider the matter now closed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  20/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bench said they would do my books accurately and on time. For years they did not do this. My ******************************************************************************************************** taxes. They still have not revised 2022 tax year. They haven't done 2023 tax year documents either. This is what I'm paying for and I didn't get anything done and nothing was accurate.

  Business response

  22/05/2024

  Bench's Statement:
  
  We sincerely apologize to ******************** for the inconvenience and distress caused by the issues with his bookkeeping services. We value our clients' trust and strive to provide accurate and timely financial services. Unfortunately, in this case, we acknowledge that we fell short of our standards.
  
  Overview of the Issue:
  2022 Year-End Financials: ******************** reported a significant discrepancy due to a ***** Fargo credit card not being included in the 2022 books, leading to incorrect tax filings and overpayment.
  2023 Year-End Financials: The 2023 year-end summary has not been completed, causing further delays and inaccuracies in financial reporting.
  Real-Time *************** Since 2021, there have been recurring issues with the real-time insights and integration of financial data, notably with Shopify.
  Data Security Concerns: ******************** expressed concerns about an unredacted tax document and requested its permanent deletion.
  
  Actions Taken:
  Immediate Response: On May 20th, 2024, despite being a statutory holiday in ****************, I reached out to ******************** as soon as I became aware of his concerns.
  

  Confirmation and Clarification: We have been in continuous communication with ******************** to understand the full extent of the issues and gather necessary information.
  

  Assignment of a Specialized Team: We have assigned a bookkeeper from our Historical team, which specializes in reviewing and correcting historical records, to ************************ account. This team is reviewing and correcting the books for the years 2021, 2022, and 2023.
  
  Revisions and Corrections: Our team is currently working to ensure all errors are identified and corrected, including the discrepancies in the 2022 books due to the ***** Fargo credit card omission.
  Completion of 2023 Books: We are prioritizing the completion and accuracy of the 2023 year-end summary.
  

  Data Deletion: We have ensured that the unredacted tax document mentioned by ******************** has been permanently deleted from our servers to address his data security concerns.
  
  Plan to Resolve the Issue:
  Thorough Review and Correction: Our Historical team is conducting a detailed audit and correction of ************************ books from 2021 to 2023. This process will include identifying all discrepancies, revising the financial statements, and ensuring accuracy.
  
  Comprehensive Report: We will provide ******************** with a comprehensive report detailing the findings, corrections made, and the current state of his books.
  
  Communication and Support: We will maintain open and transparent communication with ******************** throughout this process, ensuring he is updated on progress and any findings.
  
  Compensation: Based on the findings and the impact on ************************ business, we will determine appropriate compensation to address the inconvenience and financial impact he has experienced.
  
  Conclusion:
  We deeply regret the inconvenience caused to ******************** and are committed to resolving this matter promptly and effectively. Our goal is to restore his trust in our services and ensure that such issues do not recur in the future. We appreciate Mr. ********* patience and cooperation as we work towards a resolution.
  
  Contact Information:
  If there are any further questions or if additional information is needed, please feel free to reach out to me directly.
  
  Best regards,
  *************************************
  Client Success Specialist
  Bench
  Call or Text: ************ | 676
  Email: *********************************************

• Initial Complaint

  17/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 18 2024 I paid Bench Accounting $5187.62 to complete two years of bookeeping (2023, and 2024) and to file my taxes, and have access to an accountant, and a tax specialist. It is now April 16 2024 and they have not filed my taxes, have not filed an extension, and have done nothing but tell me they will "I will reach out to the tax team again" about filing my taxes and have been saying that for awhile. They also continually ask me for the same information over and over. I changed from a Sole Proprietorship to a C-Corp **************************** January 2nd 2024. This is why I hired them to help with the books and transition. As of 4/10/24 they still had not realized this, or documented it, or something, because they still were telling me they were doing the paperwork and notes about being a S-Corp, which is NOT what the business is. They have been hard to get ahold of, failed to listen to me, and in the end failed to file my taxes when they were due. I now owe the government a late fee for not filing my taxes and Bench is responsible for this.

  Business response

  02/05/2024

  Client Complaint:
  
  
  On January 18 2024 I paid Bench Accounting $5187.62 to complete two years of bookeeping (2023, and 2024) and to file my taxes, and have access to an accountant, and a tax specialist. It is now April 16 2024 and they have not filed my taxes, have not filed an extension, and have done nothing but tell me they will "I will reach out to the tax team again" about filing my taxes and have been saying that for awhile. They also continually ask me for the same information over and over. I changed from a Sole Proprietorship to a C-Corp **************************** January 2nd 2024. This is why I hired them to help with the books and transition. As of 4/10/24 they still had not realized this, or documented it, or something, because they still were telling me they were doing the paperwork and notes about being a S-Corp, which is NOT what the business is. They have been hard to get ahold of, failed to listen to me, and in the end failed to file my taxes when they were due. I now owe the government a late fee for not filing my taxes and Bench is responsible for this.
  
  
  
  
  Complaint ID:  ********
  
  
  Date Filed:   4/17/2024
  
  
  To whom it may concern,
  
  
  Thank you for reaching out to us regarding the complaint made by *************************** of Turntables & Trails SPC. We take such complaints seriously and are committed to addressing this matter promptly. We are actively resolving this issue and are in direct communication with the client upon acknowledging our own fault.
  
  
  Overview of Clients Billing
  
  
  Breakdown of cost of services provided to the client since they onboarded in January 2024:
  
  
  Catch-Up Package for 01/2023 - 11/2023 | Catchup discount: 50% off |  Total Cost: $1645.00
  Bench Essential | Discounted Prepaid | 12 Month Contract Jan 18, 2024 Jan 18, 2025 | Total Cost: $2988.00
  Bench Tax | Business Add-on | 12 Month Contract | Discounted Prepaid Jan 18, 2024 Jan 18, 2025 | Total Cost: $1,800.00
  
  
  Compensation Summary (If applicable, else leave this out):
  
  
  Client has been refunded the below: 
  Catch-Up Package for 01/2023 - 11/2023 | Catchup discount: 50% off |  Total Refunded: $1645.00
  Bench Essential | Discounted Prepaid | 12 Month Contract Jan 18, 2024 Jan 18, 2025 | Total Refunded: $1988.00
  Bench Tax | Business Add-on | 12 Month Contract | Discounted Prepaid Jan 18, 2024 Jan 18, 2025 | Total Refunded: $1,800.00
  
  
  Timeline of Events
  
  
  The documents were uploaded to the Bench app. We were unaware of these documents uploaded, so the client remained noted as in progress onboarding with missing ext. information. As this was the 8th, we prioritized the starting and extending of clients with confirmed ext. information.
  Due to this error, an extension was not created for this client's personal filing.
  Following this matter, we have reiterated that we would appreciate the opportunity to complete their filing and are ready to proceed upon their confirmation
  Inform them that you've advocated for them w/ our CS team and we're willing to honour their refund request of all but $1000.
  
  

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. I'm still frustrated with the communication, and stress caused, but in the end they refunded me all oft he money that I asked back, and now I just have to file taxes myself, which is annoying. I understand they have offered to file my taxes, but I don't trust them given the failure to communicate previously.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  15/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have had bench.co services for over 3 years. I was happy with their services until I started paying the $499 monthly fee for a "dedicated team". So far, bench.co has not been able to file my 2022 taxes and gives me excuse after excuse. We are now coming up on the deadline for the 2023 taxes and I'm uncertain that bench will be able to complete those on time. I believe that bench is milking me for the $499 per month and delaying filing of my taxes knowing that I will immediately cancel my accounts with **********************. I just want my taxes filed and to remove the bench bloodsucker from my bank account. Please help resolve this issue in a timely manner since I have been unable to get bench to move quickly on filing my taxes. My LLC has been administratively dissolved due to not being able to file with the state of Tennessee and while Bench has stated multiple times that my account is a "Priority", it has been over a year for them to get my 2022 taxes taken care of. * ***** ********* ** ****** **** ** *********** ******** ** **** * ********* ******* ******* **** **** **** **** *** *** *** *** ***** **** *** *** **** *** *** ***** *** **** **** ***** ** *****

  Business response

  24/04/2024

  We appreciate the opportunity to address the concerns raised by ************************************* in their complaint, Case #********. At Bench, we strive to provide excellent service and value the feedback of our customers. Upon reviewing the details of the complaint, we understand that there have been ongoing frustrations with the completion of Veteran Awards Inc.'s 2022 and 2023 financials.
  
  In mid-2023, we moved to a team-based approach for our bookkeeping to improve the speed, accuracy and efficiency of your bookkeeping. Given that this system is relatively new and were still actively improving it, we experienced unexpected challenges in tax season due to this shift. We have been in frequent conversation with ******** through his Bench account, and email, to address any blockers we have been experiencing in completing this work and provide updates on the status this works completion.
  
  We sincerely apologize for any inconvenience or frustration this may have caused *************************************. We take all complaints seriously and our priority is to ensure that our customers receive the highest level of service and satisfaction. As part of our commitment to improvement, we have actively expedited the completion of these years' records, as well as fast-tracked the three-step review process.
  
  We value ************************************* as a customer and are dedicated to resolving this matter to their satisfaction. Our customer service team has actively been working with this customer to discuss potential solutions and address any further concerns they may have.
  
  Please do not hesitate to contact us if you require any additional information or clarification regarding this matter. We appreciate the opportunity to address this complaint and remain committed to upholding the highest standards of customer service.
  

  Customer response

  26/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have heard multiple excuses over the last as to why my taxes are not completed. The inability of Bench to complete my taxes in a reasonalbe time frame has caused a great deal of stress and finacial penalties from the state. I will consider this matter closed once Bench has completed my taxes, cancelled my contract with them and commited to supporting me if either years taxes are audited.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been using Bench for over a year and I reached out to get my year end financials. I have speaking with them on a daily basis since late Feb and they cannot provide me with my 2023 financials so Im able to use them to file taxes. There is no timeline for when they will provide the service I paid them for and my 2024 financials are not compete either.

  Business response

  24/04/2024

  To whom it may concern, 
  
  
  
  Thank you for reaching out to us regarding the complaint made by ************************* of ** **********. We take such complaints seriously and are committed to addressing this matter promptly. We have already resolved this issue with the client upon acknowledging our own fault
  
  
  
  My sincerest apologies for the delayed responses on my end as I was actively working on a resolution directly with the client, *************************, whom had filed the complaint. I have also called the specialist/agent in charge of this complaint and left a voicemail. 
  
  
  
  Kindly find the response below, and once again, I truly am sorry for the delay! 
  
  
  
  Client Complaint: 
  
  
  
  I have been using Bench for over a year and I reached out to get my year end financials. I have speaking with them on a daily basis since late Feb and they cannot provide me with my 2023 financials so Im able to use them to file taxes. There is no timeline for when they will provide the service I paid them for and my 2024 financials are not compete either.
  
  
  
  Complaint ID
  
  
  
  ********
  
  
  
  Date Filed
  
  
  
  
  3/28/2024
  
  
  
  Timeline of Events
  
  
  
  2/27/2024 - Client cancelled services stating they had not received their updated financials in over 9 months. 
  
  
  
  2/27/2024 - 3/10/2024 - Client was In constant communication with their bookkeeping team but the books were still being reviewed and nothing was completed. 
  
  
  
  3/11/2024 - Client called the ** help line and officially escalated regarding their *** - the Client Success (**) team jumped in and began actively ****** the escalation case. 
  
  
  
  3/14/2024 - Client Success (**) spoke with the client and assured them that their *** was in the review stages and that well get them expedited for the client. 
  
  
  
  3/15/2024 - 3/20/2024 - ** and Bookkeeping team were working on getting the reviews expedited while periodically updating the client within this timeframe. 
  
  
  
  3/21/2024 - *** was sent, however, it had some errors on Benchs end which we needed to rectify as the client was not satisfied with it. 
  
  
  
  3/21/2024 - 3/27/2024 - Client and their bookkeeping team went back and forth to find solutions for the miscategorized transactions that needed to be corrected. 
  
  
  
  3/28/2024 - Client was notified by their bookkeeping team that their books may not be completed on time and we offered to submit a tax filing extension on behalf of the client to prevent any late filing penalties from the ***** client agreed but further escalated as there was no concrete timeline available on our end and the client demanded financial compensation for the troubles faced - rightfully so. ** advised the client that wed look into compensation options. 
  
  
  
  3/29/2024 - 4/2/2024 - ** was working with the ********** team to co-ordinate the compensation request while periodically answering/updating the client as needed. 
  
  
  
  4/3/2024 - ** offered 2024 books for free, the scope of work would cover ******* and February 2024, 2 free months - client agreed. 
  
  
  
  4/4/2024 - 4/14/2024 - ** and Bookkeeping team were working with the client to get the errors fixed and were also helping the client to get their extension filed. 
  
  
  
  4/15/2024 - Client was provided with the necessary information to file their extension. 
  
  
  
  4/16/2024 - Updated *** was successfully sent to the client. However, client still noticed an error and were planning on cutting losses with Bench and demanded an additional 30% compensation. ** advised client to give us one final chance in getting the error corrected. 
  
  
  
  4/17/2024 - Error was able to be quickly corrected and the correct *** as re-sent. Client was satisfied! 
  
  
  
  4/18/2024-4/21/2024 - ** team worked with ********** billing to get the compensation refund sent out to the client and also was coordinating efforts with the clients bookkeeping team to complete the clients 2024 books. 
  
  
  
  4/22/2024 - 2 months worth of free refunds were successfully sent out to the client.
  
  
  
  4/23/2024 - ** advised client that the 2024 books were in the process of being wrapped up and provided a 5-10 day timeline for the refunds reaching the client. 
  
  
  
  
  
  Overview of Clients Billing
  
  
  
  Breakdown of cost of services provided to the client since they onboarded in ******* 2023:
  
  
  
  Catch-Up Bookkeeping (01/2023 - 03/2023) | Total Cost: $717.6 (20% off)
  Bench Essentials | 12-Month Contract - $299.00 20% off for first 6/mo (Monthly from May 2023 onward) | Total Cost: $3229.20
  
  
  Compensation Summary
  
  
  
  Bench Essentials | ******* 2024 to February 2024 at $299/mo | Total: $598
  
  
  Resolution Summary
  
  
  
  Bench was able to get the *** completed for the client as of 4/17/2024. 
  Financial compensation was sent to the client on 4/22/2024. 
  Clients 2024 books are in the process of being finalized and sent to the client as of 4/23/2024. 
  
  
  Best Regards, 
  
  
  
  ************
  Bench Client Success Team
  
  -
  *********************
  Client Success Specialist | Bench

  Customer response

  24/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I did receive a refund for ******* and February 2024 accounting. Thank you but it is important to note that I did not receive financials for these months so it is not a refund but agreement not to complete the work. For the 2023 financials, I could not access them until after tax deadlines. I personally had to pay for a tax extension of $250 which I believe Bench should reimburse as well as reimbursement for lack of services. The accounting services promise real time financials and that has not been the case. I would consider another 15% off the total payment for 2023 and reimbursement of $250 for the expense I incurred as a result of long delays  to be a resolution to this complaint.

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

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bench accounting has provided me ********** financial statements that they refuse to fix. ******* no longer accepts work from Bench because of their tendency to craft ********** financials. ******* is going to charge me $2,000 to fix what bench did and I either want Bench to fix their ********** numbers or pay ******* the $2,000 to fix bench's ********** numbers. My cpa refuses to file a tax return with ********** numbers and I refuse to file a tax return with ********** numbers. But bench keeps telling me to file a tax return with ********** numbers.

  Business response

  09/02/2024

  To whom it may concern,
  
  Thank you for reaching out to us regarding the claim made by **** ****** that our company has produce ********** statements. We take such allegations seriously and would like to address this matter promptly.
  
  To be transparent, this customer has previously launched a complaint with the BBB against Bench claiming Bench, our company is racist and did not complete his bookkeeping correctly.
  
  Prior Action taken by the Bookkeeping and Client Success Team:
  
  Due to the customer's derogatory and offensive language used in March 2023, this violated Bench's Respectful Workplace Policy and as a result we proceeded with closing all the customer's accounts in March of 2023.
  
  The customer re-engaged in May 2023 letting us know the numbers were inaccurate and that the numbers do not match at the end of his 2022 statements, and we let him know on May 18, 2023 that the discrepancy it may have to do with the statement he had uploaded on April 11th. This is 40 days after the year-end Financial Package was completed and uploaded for his records. We have amended it to include the statement that was provided later.
  
  Communication then ceased until the customer re-engaged in October 2023 letting us know the numbers were incorrect. Bench has responded letting him know that the numbers are accurate based on the information and documents he provided us. We also let him know that based on previous interactions that violate our Respectful Workplace Policy, that we will no further engage unless his CPA would like to work us to resolve any issues in question.
  
  On November 3rd 2023 , customer responded and ignored our request to speak to his CPA and requested us to review a list of issues. On November 8th, Bench went through these issues and the new documents, and make adjustments based on the information and we had requested his support for more input and the customer responded with more questions. We responded on November 9th, and let him know the adjustments were completed.
  
  We had responded to Complaint #20786872 and the customer (Carl) never responded back and the case was closed on December 4th 2023.
  
  Addressing his most recent claim against Bench regarding ********** bookkeeping, please see the actions taken by the Bookkeeping and Client Success Team:
  
  January 11th 2024  - Customer reached back out highlighting the same issues in November that were already explained him.
  
  January 23rd  - Bench responded addressing the same questions again that we had already addressed.
  
  January 23rd - Customer responded stating he is a ****** and told us to check the state of Alaska Government Website to confirm his entity
  
  January 25th - Bench responded confirming that the customer business ********* entity is an LLC according to ******** ********** ** ******** ************* Database and is not a ******. Bench reiterated that we are unable to make any adjustments he has requested as they go against his entity accounting principles by law.
  
  January 25th - Customer responded claiming he is still a ****** according to a phone call he had with the *** that day but the customer has not provided us with any documents to show us ********* is listed as an ******. Nonetheless, the customer remained frustrated and based on his repeated requests we decided to make the adjustments to reflect ********* as a  ******.
  
  January 26th - Bench completed the requested adjustments and Bench uploaded the updated year-end financial packages to his Bench App for review and an email was sent to the customer confirming this update.
  
  January 26th- The customer highlighted concerns regarding the adjustments
  
  January 29th - Bench clarified the numbers have been adjusted to accommodate your request to be recognized as a ****** entity. We requested his CPA to reach out to us if they had any questions.
  
  January 30th - Customer responded stating the books are not legal and not fixed
  
  January 31st - Customer reached out again asking for clarification on the same questions we had already answered before
  
  February 1st - Bench Responded with another detailed breakdown addressing his questions:
  
  ** ****** ** ********** * ******** ***** ****** ******** **** *** ****** ** ************* **** **** ***** ** **** *** ******* **** *** **** ** ******* **** ** *** * ***** ******** ******* ** **** ****** ************ **** ** ******** ***** *********** ** * **** **** **** ******* ****** ** **** ***** ** ***** ******** **** *** ****** **** * ******** ******** *** **** * ******** ******* ***** **** **** **** ** *** **** **** ** ********* *** ***** ** ***** ****** ** ********* ****** ********* *** ********* ***** *** ****** *** ** ******** ********** **** ** *** *** *** *** ******* ** *** ** *** ********* *** *** ********* ** **** *** *********************** ****** ***** ***** *** **** ****** ******* ** ******** ** *********** *** *** ******* ***** ** * ******** ***** ******* *** ******** **** **** ***** ******** *** *** ****** **** ** ******** ** *** ***** ** *** *** ***** **** *********** ******** ** ********* ****** *** ***** ** ***** ****** *** ** ******** ********* *** **** ** ******** **** *** ****** **** ** *** ****** ** ***** **** **** **** **** ****** ** **** ******** ******* *** ****** ** *********** **** ******** ********* **** ***** **** *** ***** **** ************ *** ******** ******** ******* **** *** * *** *** ******** ******* **** *** ******** * *** ********** ********** ** *** ******** ******* ***** *********** ***** *** ****** ********* ***** ******* ** ***** * ****** **** *** *** **** **** **** ********* ** **** ********* **** ** ********** *** ***** ************ **** ** *** ** **** ** ********* **** ** *** *** *** *** ******* ** *** ** *** ********* *** *** ********* ** **** *** ************** ******* *** ******** ***** *** *** **** ********
  
  February 2nd - Customer responded claiming our explanations are incorrect.
  
  February 8th - Bench responded acknowledging that the customer continue to have inquiries regarding their books despite our efforts to address them comprehensively through email.  Given the customer history of inappropriate behavior that goes against our Respectful WorkPlace Policies, a phone call was never an option that said, we suggested that a phone call may resolve any pending inquiries on the contingency the customer can commit to ensuring the conversation remains professional and productive focusing exclusively on the books Bench has completed for you; 2015-2022. If this proves not possible, we will respectfully decline or close out the call.
  We had requested that their tax professional join the call so that it allows us to better explain accounting principles
  
  February 9th - Customer has not responded to email yet.
  
  We take pride in providing exceptional service to all our customer and believe that we have done everything possible to fulfill customer's request to rectify his concerns. We have requested to be connected with his CPA several times to discuss his books further, however he refuses to provide us with this information. Please let us know if there is any additional information we can provide or if there are any further steps we can take to resolve this matter.
  
  Sincerely,
  Alex M***
  Bench Accounting

• Initial Complaint

  29/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2021 spoke with ******************************* at Bench and signed up for bookkeeping services which included tax preparation. I have included email attachment showing the subscription included Bookkeeping, Tax, and advice.I have continued the service until January ****, when I decided to cancel. They are now saying that my taxes are not included with the subscription.I acknowledge that there was a change to my subscription price at one point. This was to lower cost. However, at that time, it was confirmed that my "package will remain the same", per ****************** at Bench.I have paid $299 since that point, which was September 2021, and Bench has proceeded to do my bookkeeping and taxes since that date. No problem filing taxes the past 2 years, which they are now realizing they did for "free".So now they are openly blaming Zee, the employee who is no longer with Bench, saying things like they won't charge me for tax preparation for the past 2 years as a "courtesy". It's laughable in my opinion. I wonder what else are they overlooking with my books, if they can do taxes for free and nobody in the entire company bats an eye? The fact that they are realizing this now suddenly that I am cancelling is a bad look for them, and frustrating. Even on my cancellation call, they informed me that taxes were included and since I had already paid for the full 2023 subscription, that they would do my taxes.Bench has acknowledged their 'oversight', but they chose to simply blame a former employee, and take no accountability and do the taxes one more time, as they did the past 2 years. Now suddenly it's a problem? Very questionable.I've spoken with *********************** at Bench regarding cancellation, and escalated to ***************************, Client Success Team Lead.I want Bench to take responsibility for their mistake, and do my taxes one more time. They not only told me taxes were included, they actually did my taxes for 2 YEARS since the change. Taxes were a big reason I stayed.

  Business response

  02/02/2024

  To whom it may concern,
  
  Thank you for reaching out to us regarding the recent claim made by ***************************. We take such allegations seriously and are committed to addressing this matter promptly.Upon conducting an internal investigation, we confirm that this client had indeed requested our services, and we made every effort to provide them with the requested service in a timely and satisfactory manner. We have already resolved this issue with the client and, upon acknowledging our own fault, have granted the 2023 filing without any additional cost for the client.Here is a detailed breakdown of the client's engagement with Bench:
  
  - The client initially joined Bench in June 2021, purchasing historical bookkeeping for ******* to November 2020, with a total cost of $3,071.20.
  
  - From June to September 2021, the client was on a monthly bookkeeping subscription that included Bench tax, with a discounted rate of $279.30 per month.
  
  - In October 2021, the client transitioned to a lower-priced plan at $299 per month, which did not include tax filing. Unfortunately, there was a miscommunication during this transition, both from the sales representative, who is no longer with Bench, and our internal team.
  
  While the client was active, there were no issues raised. The confusion only came to light during the client's discussion about account closure in *******. At that point, we identified the oversight and realized we had been providing free tax filing for 2021 and ***************************** the subscription charges.Upon understanding the situation, we immediately took steps to rectify the matter. Our Client Success Team Lead, ***************************, engaged with the client, and after the client provided evidence of their communication with the sales representative, we acknowledged our error. As a resolution, we extended our sincerest apologies, and we committed to filing the client's 2023 taxes without additional cost.We appreciate your understanding and assure you that we are actively working to prevent similar misunderstandings in the future. Please feel free to reach out if you have any further questions or concerns.
  
  Best regards,
  
  *********************** ******
  
  Client Success Specialist at Bench Accounting
  

  Customer response

  02/02/2024

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

• Initial Complaint

  31/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First date of transaction was Jan 27, 2023. Bench was hired to do my taxes. They suggested they would have to do backwards book keeping in order to file my taxes. They were hired to do my personal and business taxes. During this time period they requested documents. I provided them with all the documents necessary. We were getting past the filing date so we filed an extension. On April 29 they "completed the job."However, they only completed part of the job. Since then I have been given the run around on completing the job. They had people move in position and be on vacation and my file has fallen through the cracks. Not only that I have been charge monthly since they have not completed the job. At this point I want a refund and would like to hire someone else to complete the job.

  Business response

  08/11/2023

  The client's complaint description:
  First date of transaction was Jan 27, 2023. Bench was hired to do my taxes. They suggested they would have to do backwards book keeping in order to file my taxes. They were hired to do my personal and business taxes. During this time period they requested documents. I provided them with all the documents necessary. We were getting past the filing date so we filed an extension. On April 29 they "completed the job." However, they only completed part of the job. Since then I have been given the run around on completing the job. They had people move in position and be on vacation and my file has fallen through the cracks. Not only that I have been charge monthly since they have not completed the job. At this point I want a refund and would like to hire someone else to complete the job.BBB Complaint Response
  To whom it may concern,Thank you for reaching out to us regarding the claim made by *************************** that our company did not complete their bookkeeping and tax filing correctly although they provided the requested documents. We take such allegations seriously and would like to address this matter promptly.
  Upon conducting an internal investigation, we have determined that this client indeed requested our services, and we made every effort to provide them with the requested service in a timely and satisfactory manner. The following is a breakdown of the work completed and the cost charged for the service.
  Breakdown of cost of services provided to the client since they onboard in January 2023:
  Catch-Up Bookkeeping (01/2022 - 11/2022): $1,703.3
  Bench Essential | 12-Month Contract - $299.00 (Monthly from January 2023 - October 2023): Total Cost $2,990
  Bench *** | Sole Prop Add-on | 12-Month Contract - $200 (Paid Monthly from January 2023 - October 2023): $2,000
  Pro Add-On (01/2022 - 11/2022): $1,100
  Pro Add-On Monthly - $100 (Paid from January 2023 to October 2023): $1,000Action taken to complete Bookkeeping and *** Filing:
  
  - The client joined our service in January of 2023. They hired us to complete catch-up bookkeeping for January 2022 to December 2022 with an ongoing monthly subscription of $599 for Bookkeeping and *** services from January 2023 onwards. They committed to a 12-month contract starting in January 2023 and received a discounted rate as a result.
  
  - The client's bookkeeping for the year 2022 was successfully completed in April 2023, and it was sent to the client for review. Subsequently, our Bench *** team commenced their work for this client.However, our team needed to confirm the client's equity structure. Unfortunately, the client did not respond to our communication attempts, which were made on April 5th, 12th, and 14th.
  
  - The client re-engaged with our team on May 13th. Their Bench *** onboarding was completed on May 19, and their Bench *** Coordinator initiated contact to proceed with the tax filing on May 23. This process included specific requests that required the client's response to advance. Despite several follow-up emails, the client only responded on July 20. The job was then moved to the tax preparation stage on July 24. The return was prepared and ready for review by July 28, and the client's Bench *** advisor reached out on August 1. During the review call with their tax advisor, the client got informed that as they are an ******, they need a separate subscription for personal tax filing. This change in status and delayed communication caused additional delays in their case. As a gesture of goodwill, we decided not to charge the client for their personal filings and proceeded to complete their personal filing without additional fees.
  
  - In September, the client requested changes to their ******************s related to their home office, and both their bookkeeper and tax advisor requested further documents to revise their financial package. We asked the client to upload their Best Buy receipts, but we have not received these receipts to date. We communicated to the client that their filing would take approximately 10 business days after we received all the required documents. For extra context, receipts (including the things that appear on bank statements) require receipts so we needed their Best Buy receipts to revise their books.
  
  - In November 1st, I personally reached out to the client, and they promptly replied by uploading the missing documents on November 2. We decided to proceed with their ****************** package using the spreadsheets they provided, even though we still lacked the actual receipts.
  
  - The business filing is currently underway, with the draft prepared and currently under review by their Bench *** advisor. Once this review is complete, the draft will be sent to the client for their review, after which we can proceed with the filing.
  
  - Regarding their personal filing, we began reaching out in September, but the client was unresponsive. On October 30, the client re-engaged with us, but they have not completed the personal tax filing onboarding process and we still need 2 documents for their personal filing.
  We take pride in delivering exceptional service to all our clients and believe that we have made every effort to meet *******'s requests. Please let us know if you require any additional information or if there are further steps we can take to address this matter.
  
  Sincerely,
  *********************** ******
  Client Success Specialist at Bench Accounting

*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. ↩