ComplaintsforNew Beginnings One Stop Tax Relief & Preparation

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/26/22 I was billed again for the tax preparation fee ($125) already paid and then another $200 on top of that, which had not been agreed upon. Besides a smaller miscellaneous fee. After a call in, ******* agreed to full refund. But a handful of hours later, refused to refund $125 - what she called a deposit- which we were told was the preparation fee and never informed there'd be any other fees. Our taxes are not done, they deactivated our account, yet are still charging us.

  

  Business response

  10/14/2022

  During the process of both ***** and ***** (his fiance) becoming clients of NewBeginnings there are several emails that a client receives with our 3 minute video about our process. Our team is scripted to tell everyone that our starting price is a minimum of $250 for individual return with a $125 deposit and any remainder balance is paid upon completion of your tax return before we efile the return. We also provide a copy of our price sheet on our clients secure portal resource center.  Before moving forward with our services, we have clients to check a box that says they have watched our 3 minute video about our process. they know there is a deposit to be paid and a final balance that needs to be paid.  In this video it clearly discribes IF the client has a ****-*** it is an additional cost. Both ***** and ***** had ****-***'s they provided. They both checked off on the box that stated they had watched the video and understand our process and are ready to move forward. During each step of the way, our clients receive emails to tell them - We have started to prepare your return, etc. ***** and ***** both received these emails throughout the process and had an opportunity to cancel out before we started the return.  Even AFTER they both had signed our Engagement Letter. But they waited until we completely prepared their return and sent the final bill and return for review to say they didn't agree with our fee.  The return is prepared... in which they state that the services in which we came to them were not delivered. In fact is not true because the returns were completed and uploaded onto their portal for review along with the final bill.  AND they only paid the deposit, not for the return.  I am including the video link they signed they watched:   https://youtu.be/Rf8knRnVfZQ

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company attempted to bill beyond any amount agreed upon and refused to return a prepayment that was not declared as a non-refundable deposit. Once unauthorized charges were invoiced we decided this was not a company worthy of our business and requested a full refund of the funds paid. When approached by phone, the representative *********************** agreed to provide a refund and I asked for this to be handled same-day (09/26/22). I received a call later in the day in which she declined to refund the monies paid. The services for which we came to them were not delivered.Charges are in dispute.

  

  Business response

  09/28/2022

  During the process of both ***** and ***** (his fiance) becoming clients of NewBeginnings there are several emails that a client receives with our 3 minute video about our process. Our team is scripted to tell everyone that our starting price is a minimum of $250 for individual return with a $125 deposit and any remainder balance is paid upon completion of your tax return before we efile the return. We also provide a copy of our price sheet on our clients secure portal resource center.  Before moving forward with our services, we have clients to check a box that says they have watched our 3 minute video about our process. they know there is a deposit to be paid and a final balance that needs to be paid.  In this video it clearly discribes IF the client has a ****-*** it is an additional cost. Both ***** and ***** had ****-***'s they provided. They both checked off on the box that stated they had watched the video and understand our process and are ready to move forward. During each step of the way, our clients receive emails to tell them -We have started to prepare your return, etc. ***** and ***** both received these emails throughout the process and had an opportunity to cancel out before we started the return.  Even AFTER they both had signed our Engagement Letter. But they waited until we completely prepared their return and sent the final bill and return for review to say they didn't agree with our fee.  The return is prepared... in which they state that the services in which we came to them were not delivered. In fact is not true because the returns were completed and uploaded onto their portal for review along with the final bill.  AND they only paid the deposit, not for the return.  I am including the video link they signed they watched:   https://youtu.be/Rf8knRnVfZQ

  As a business owner that deals with Taxes, we know that it is a stressful time for some people.  We would like to mention that the way this complaint was handled was very challenging for our team.  *******, the employee that ***** mentioned in the communication in which I didn't know we were allowed to use names, was threatened and treated verbally in a way that no employee should have to be by *****. I received a call from another business owner in our building that was in the office when she was speaking with *****. The witness said that she handled the call very well and as soon as she hung up she wept so hard the witness/business owner didn't know what else to do but call me to report that call (even though I just had major surgery).  Even when we are stressed, we should never allow our anger and frustrations to offset people that are genuinely trying to help us and they have no authority to make large decisions.
  
  Not only did *************** ******* that he would make this a greater deal than what it is, he told her that he would rebute the charges that were already paid. Which is FRAUD  in and of itself, we have a signed contract stating why they paid us the fee.
  
  When they finished their conversation with *******, they hung up and immediately put negative reviews on ******** as well as Yelp (in which we have pictures of).  I don't understand if we are truly looking for resolution, why is it ok for people to defame or bring someone else down in that process.
  
  Unfortunately, it's because of clients just like this that we have to charge a deposit for our services because once we start the preparation process, our work/service is done whether they want to use the return we prepared or not. We've done what our contract said we would do.
  
   

*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. ↩