ComplaintsforGrant Thornton LLP

• Initial Complaint

  18/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It was requested that Grant Thornton in St Catherine’s do ************* T1 (tax return) (ONLY) consisting of a single T4, with a quote for cost prior to proceeding. There was no quote provided, and they simply charged us the same rate as prior years taxes, which consisted of 2 T1’s, with much more complexity in the returns. (1 for *********** and 1 for ********). Contact with the branch did not result in satisfactory resolution and recently they began sending invoices, the latest of which has $79 in interest charges. Please see invoice for complete billing details. Market rate in the area for a single T4 tax return should be $60-180, and their invoice is $332.50, which is excessive for the service provided. Additionally, their invoice which addresses both *********** and ******** is incorrect and misleading as they only prepared ************* return. Any assistance in this matter would be greatly appreciated. Sincerely, *********** ******

  

  Business response

  18/10/2021

  Good morning,

   

  Thank you for the email below.  This enquiry is not related to the Nova Scotia business unit within Grant Thornton (where the complaint was sent).  It relates to a client who lives in BC and was serviced in St. Catherines in Ontario.  We do not have the information here to respond to this request.  I have copied **** *****r, Managing Partner in Ontario, on this email.

   

  ***** ***** * ******** ******* * **** ******* ***** ******** *** **** ******* ***** ***** * ***** **** * **** ******* ****** * ******* * ** * *** *** * ** *** *** **** * * ** *** *** **** ********************** * * ****************************

  Customer response

  23/10/2021

   I am rejecting this response because:
  Good day *******,
  
  Grant Thornton has not offered a solution.  The Halifax office is where Grant Thornton's billing is generated.  The Halifax office has refused to communicate with us, stating that we need to discuss with the St. Catherine's office, we have done this and do not agree with the billing of this invoice. Grant Thornton was hired to do a simple individual tax return.  I know GT bills in 6 minute increments.  For a T1 with 1 T4 it should take no longer than 15 minutes to do a tax return in Tax Prep or any other professional software used to do taxes.  All they would have needed to do was roll forward the previous year taxes and enter *****' new T4 information into the software program.  With, printing, filing and all else included in filing his return it should not have taken any longer than 15 minutes.  Please explain why a return with such simplicity cost $332.50, with interest accumulating the total to $412.34.  By this math, your bill out rate is $1,330/hr.  

   

  If billing can be adjusted to a reasonable rate, I'd be more than happy to pay the bill.

   

  Thank you for your assistance *******.

  Sincerely,

  ***** ******

  

  Business response

  25/11/2021

  In consultation with our St. Catherine’s office, we have made the decision to reverse the invoice to this client.  It is important to note that Mr. ******** perspective on the time and cost of preparing the tax filing is incorrect.  There is significant time involved in the tax preparation process from intake, completion, review, assembly and ultimate filing that Mr. ****** does not understand.  Even for very simple tax returns, the actual cost to prepare a personal tax return will often exceed the amount he was billed.  However, we are prepared to reverse the invoice on the basis that there seems to have been confusion relative to the cost to prepare the return notwithstanding it is, in fact, a very reasonable fee in the circumstances.

   

  I have copied R**** ****** *********************** * partner in that office, on this email.  If the client has any further questions, they can contact ***** directly.

*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. ↩