Complaints

This profile includes complaints for Tax Network USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tax Network USA

  15760 Ventura Blvd Ste 1400 Encino, CA 91436-3025

  
• 

  Tax Network USA

  50 California St. Suite 1500 San Francisco, CA 94111

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:03/25/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On 2/21/25 I called and spoke to ****** ******.He told me I could immediately put a stop payment on my federal *** payment plan.He said it would take from 6-8 months and then I would resume paying federal based upon whatever they could get for me. He said I could stop paying because the *** would see the Power of Attorney and know that I'm being represented and that nothing could happen to me for not paying.I was told that my tax debt would be eliminated 40-60% on average.... I was told all these wonderful things... I paid my $1K, and asked a ton of questions. A couple weeks later I was passed to a third ****** who did nothing other than schedule me with the third ******... Nicholoas(third ******), did not know a thing about my case, and said that I shouldn't have placed a stop payment on my federal payment plan. He gave me complete different information than the first guy. I have been on the phone with my bank and trying to get ahold of the *** for literally HOURS. My payment was missed due to the bad advice I was given, and now I'm in a panic trying to reestablish a plan with the ***, but of course I can't reach them. This company has made things way more stressful for me than they were just dealing with the *** myself. It was also extremely disheartening to talk to *********, who was supposed to be my main case manager and he had no idea about my situation. He was asking me what I want to offer, and didn't even know what I owed the ***... I was completely taken back by this. I had spent so much time on the initial call with ******, and I signed the Power of Attorney's thinking that my case was being dealt with. Due to the chaos they caused I requested my money back. They said they will only refund $500. This is crazy as they got me kicked off my *** payment plan, caused me to miss a payment to the ***, cost me money to place a stop pay that I shouldn't have, and they were clueless as to my situation. I paid $1K to be thrown into chaos. I want my $1,000 back.

  

  Business Response

  Date: 03/31/2025

  Dear *****,
  
  We understand that this situation has caused you frustration, and we want to assure you that we are committed to addressing it.
  
  The **************************** contacted you today with the goal of finding a resolution that works for both parties.
  
  Please call *** ***** back in the **************************** at ************.
  
  We are confident that we can come to a satisfactory resolution on your case. 
  

  Customer Answer

  Date: 04/10/2025

   
  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

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 called Tax Network USA as a POA for a family member who owed in excess of 300K in taxes. The initial phone call was great and they asked for ** for their service sometime in 05/24. After a few days they called me back and said they looked into the case and contacted the *** to confirm that a large amount was indeed owed. I was told by the agent that they would fight this and that we needed to act quickly to get into this program that would have us pay 20% of those taxes. I was informed that is what they do and they are experts. They wanted another 70K for this service. I felt it was bait and switch. I paid the 70K and it took some time for anyone to get back to me after I paid. Things in the matter changed and I was forced to claim bankruptcy due to unforeseen circumstances and they had one to there lawyers start corresponding with me. We are in November of 2024 by now and I have email correspondence directing this lawyer to file for bankruptcy. I am still fighting with these people and it is now March of 2025 and there lawyer keeps telling me he is just about ready to file. My next steps after filing this is to complain to the CA bar about their lawyer. In addition, the CA Attorney General is on my list and a good Class Action Attorney to get all the people together that have been duped by this company.

  

  Business Response

  Date: 03/20/2025

  Thank you for bringing your concerns to our attention. We want to inform you that after reviewing the matter, we have worked with you to reach a satisfactory resolution. We believe that all aspects of the issue have been addressed in a way that aligns with both parties' expectations and our commitment to providing excellent service.
  
  At Tax Network USA, we take all customer feedback seriously and strive to ensure every clients needs are met. We appreciate your patience and understanding as we worked together to resolve this matter. If you have any further questions or require additional assistance, please don't hesitate to reach out to us directly.
  
  Thank you once again for your cooperation.
  

  Customer Answer

  Date: 03/26/2025

   
  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

  Date:03/04/2025

  Type:Customer Service 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 Signed up with Tax Network USA to resolve an audit by the *** and to file a year that has not been filed yet.i never heard from anyone from Tax Network for months after I sent them all the *** documents, my W2's and other records.then they asked me to fill out a form that when i initially signed up with them that they would not need that form. i kept telling them this and they ignored my statements and sent the form again. another few months go by still no communication, I get a letter from the *** saying my case was amended and gave me the total I owe. Now this was not in *** of the law firm helping this was the *** just deciding to do this. so, case 1 not handled and *** made a decision. case 2 was a simple W2 along with an extension and they said they will not file that without a form being filled out which was not sent to me until January which mind you I signed up in April of 2024 this is now 2025.I call to cancel my program, they tell me they need to review my file first, about a week goes by and nothing , I call again told there is nothing they can do, no supervisor available, and no way to contact the team that handles the review.finally the review team emails me stating I need to fill out these forms and that I amin violation of the agreement. I respond telling her that I never receieved those forms till 8 months later and all i would like to do is to cancel my service and get a refund as they never even took action on my case. another week has gone by and no communication, called, no answer and no supervisor available. emailed *** my contact there reviewing my case and have not heard back.this is a horribly run company, no one has answers, no internal communication, no supervisors on duty or available ever.

  

  Business Response

  Date: 03/05/2025

  Upon enrollment in April 2024, our team promptly requested the completion of a Tax Organizer (TO)a required document necessary for us to accurately address both audit-related matters and unfiled tax years.
  
  Our records confirm the Tax Organizer was first sent on April 15, 2024, with follow-up reminders sent on May 30, October 30, December 4/5, and January 29, 2025.
  
  Despite nearly 10 months of outreach, we did not receive a completed Tax Organizer from the customer. This document is critical in gathering the financial information needed to ensure accurate tax filings and to pursue potential reductions in *** liabilities. The extended delay in receiving this documentation significantly impacted our ability to proceed with the customer's case.
  
  The customers account involved two primary matters:
  
  *** Audit (2021):
  The *** audit was triggered by a discrepancy between the income reported and withholdings. The *** reported $52,000 in income with only $394 in withholdings, which resulted in an *** adjustment and a balance due of approximately $7,000.
  
  Without a completed Tax Organizer and supporting documentation, we were unable to fully address or challenge the *** findings on the customer's behalf.
  
  2022 Tax Return:
  Despite our repeated requests for the necessary documents, we only received limited information, which restricted our ability to complete the return accurately. As a result, the customers 2022 return reflected a liability of approximately $12,000.
  
  We have advised the customer that completing the Tax Organizer may allow us to reassess this return and potentially reduce the amount owed.
  
  Throughout our attempts to assist, our team encountered difficulties reaching the customer due to call blockers and unreturned messages.
  
  Additionally, during a phone call on December 4, 2024, the customer used vulgar language toward our staff and stated, I dont give a flying F#ck if I go to jail by the ***. At this point, I am refusing to pay my taxes.
  
  There were also inconsistencies regarding business income. The customer initially indicated that a Schedule C (business income) was required but later stated there was no business activity and would be possibly fraudulent. These conflicting details created additional challenges in ensuring accurate and compliant filings.
  
  When the customer requested to cancel services in February 2025, the account had already exceeded the eligibility window for a full refund. As explained, our review team needed to evaluate the file to determine the status of work completed and assess if any refund or credit could be applied.
  
  The review was completed 3 days later, and our team provided next steps, including outstanding documentation required to officially close the case.
  
  Tax Network USA has made numerous, documented efforts over the course of nearly a year to obtain the necessary information and move this case forward. Unfortunately, the lack of required documentation, communication barriers, and inconsistent information from the customer limited our ability to resolve these tax matters effectively.
  
  We remain ready and willing to assist the customer should they choose to complete the necessary documentation. If the customer wishes to proceed with cancellation, we are available to finalize the review process and discuss the account status accordingly.
  
  Thank you for the opportunity to respond and clarify the details of this case.
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23003178
  
  I am rejecting this response because:
  When I spoke with them originally they said they had all the documents they needed. This form they speak of is not needed to file my taxes. It is an internal form. They have all the information I utilized or would have utilized to file my taxes on my own. Also when I cursed at them was after multiple attempts to speak with a supervisor and being belittled, told every call there was not a supervisor available, my representative was also never available, I asked very politely to cancel my services and obtain any records they filed on my behalf with the *** and told I would be blocked when I never raised my voice or spoke out of line with that person. Now they want me to sign a NDA basically stating they can sue me if I did what I am doing now which is exercising my right as a consumer to file a complaint. They called this act we are doing now a threat. That sounds like bullying to me. All I requested since no actual work had been conducted was to cancel my service and receive a refund. Even if it was half we could have went out separate ways now I want a full refund. This is all over one form that unless they can prove needs to be filed legally, I feel a refund is warranted. 

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

  

  Business Response

  Date: 03/14/2025

  We want to clarify a few points to ensure we are on the same page and to address the consumer's concerns.
  
  Firstly, our team strives to treat our clients with respect and professionalism, and we expect the same in return. As stated in our service agreement, we rely on accurate and complete information from our clients to properly prepare their tax returns. The Tax Organizer form is a necessary part of this process, as it ensures that we have all the required documentation to file the returns accurately. While it is an internal form, it helps us identify any additional details that may impact the return, potentially reducing any liability owed. We requested the necessary documents multiple times and were unable to proceed as we would have liked due to the lack of cooperation in providing those documents.
  
  Regarding the consumer's concerns about communication, we regret any frustration that may have occurred. We also want to emphasize that our staff members are committed to assisting our clients to the best of their ability and to keeping them informed about the status of their cases. We have protocols in place to address concerns and ensure that all matters are properly handled.
  
  As for the ***** this consumer mentioned, there seems to be some confusion. An NDA (Non-Disclosure Agreement) is used to protect confidential information shared between two or more parties. It ensures that one party does not disclose or use the other party's sensitive information, such as business secrets, proprietary knowledge, or other confidential material, without permission. The Addendum to Service Agreement and Mutual Release form is part of our standard procedure for clients wishing to cancel services, and it helps us properly close out a case file and revoke any power of attorney (POA) that may be in place.
  
  Regarding the refund request, as mentioned, the work required to prepare the tax return was already completed based on the *** transcripts we received, which were limited in nature. This resulted in a liability of approximately $12,000, as outlined in our previous correspondence. Unfortunately, since the eligibility window for a full refund has passed and the work has already been completed, we are unable to issue a full refund. We do, however, remain open to reviewing this consumer's case further should they provide the requested documentation (Tax Organizer) to help us reassess the return and potentially reduce the amount owed.
  
  We are committed to resolving this matter professionally and in accordance with our service agreement.
  
  If the consumer still wishes to cancel their services, we will follow the appropriate steps to ensure everything is handled according to protocol.
  
  Please dont hesitate to reach out with any further questions or clarifications. We genuinely appreciate feedback and hope to find a satisfactory resolution.
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23003178
  
  I am rejecting this response because:
  Again, they just stated it was an internal form. They have all the needed information as they stated to complete my 2022 tax return which ok fine I will pay for that. We can settle on $300 and I want a refund of the rest for the audit defense that never occurred. The conversations I originally had about the 2021 tax year that was being audited the person that signed me up said they should be able to ammend the business return to a personal and then file. Again, they have all the documents to do so but no one conveyed this message beyond. So in my mind I got duped per say that it would be handled professionally and my case information would be transferred correctly. It clearly was not because they never even sent any communications on my behalf to the ****
  

  as it pertains to the cancellation agreement, it may not be a *** but it is a gag order then because if I would have signed that and did this it states you can sue me. So no thank you I will never sign that. And again I demand a refund for the portion of the services that were not completed. I am still not moving forward with you ever! I have my ******************************************************** $125 and guess what no tax organizer needed because they had my information they needed which was the exact same I gave you. 
  

  so please refund me my money minus the $300, which is over double what I paid to have an accountant do my taxes, and lets end this debate and you will never hear from me again. I gave you $300 a month for 10 months so I would like the refund of 9 months @$300 a month. 

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

• Initial Complaint

  Date:02/18/2025

  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 am filing this complaint against Tax Network USA due to their failure to provide prepaid services as they promised and their refusal to issue a refund for undelivered services despite multiple requests.Background:On November ******, I paid Tax Network USA $3,450 for tax resolution services, expecting professional assistance with representation on my behalf with the *** and filing back tax returns. The company assured me that they would provide expert guidance and tangible results in resolving my tax concerns. On March 4, 2024 I paid Tax Network USA an additional $9,750 for services to negotiate my tax debt to $10,000 and offer to settle for $1,500. In total I have paid Tax Network USA $13,200 for which they have only provided services for filing back taxes at a cost of $700. Issues Encountered:Since engaging with Tax Network USA, I have experienced the following issues:Lack of Communication: Despite repeated attempts to contact the company via physical mail and email, responses have been sporadic or entirely absent.Failure to ***************** The company has not delivered the promised tax resolution assistance. No progress has been made on my case.Delays and Unclear Processes: In September 2024, I provided a full financial disclosure as requested. In October 2024, I was asked for 2 HELOC rejections, despite no prior mention of HELOC requirements. Communication suggested that ***** had not reviewed my earlier submissions, which raised concerns about the handling of my case.Refusal to Honor Refund Requests: I submitted a formal written refund request on January 17, 2025, after 2 months of requesting refunds. However, I have not received any response or acknowledgment.Attempts to Resolve:I have made multiple good-faith efforts to resolve this issue directly with Tax Network USA, including emails, and my formal written request. The companys lack of response suggests either negligence or bad faith business practices.

  

  Business Response

  Date: 02/21/2025

  Services Rendered & Detailed Activities
  Tax Return Preparation & ************************************************************** tax returns for ********, obtained the client's signature, and mailed them for final approval.
  Collected and reviewed all supporting documents such as tax organizers, W-2s, and bank statements.
   2023 Return Compliance:
  Received a signed copy of the 2023 return along with a full financial disclosure from the client.
  Uploaded these documents to the internal Synology drive and forwarded them to legal counsel for further financial analysis.
  IRS Representation & Resolution Strategy
   Power of Attorney & Case Strategy:
  Established a Power of Attorney to authorize Tax Network USA to represent the client before the IRS.
  Internal reviews by legal counsel and ***************** (QA) determined that the clients financial assetssavings, retirement accounts, and home equitymade him ineligible for a hardship program or an Offer in Compromise (OIC).
   Resolution Efforts:
  Given his substantial assets combined with a lack of income, a negotiated Installment Agreement (IA) was identified as the most suitable resolution.
    Requesting HELOC rejection letters is a critical component in tax resolution cases, as these documents substantiate financial hardship and limit IRS collection expectations, thereby enhancing our negotiation leverage and outcomes. This approach reflects a deliberate and strategic initiative by our firm.  
  Financial Analysis & Document Compliance
   Document Collection:
  Gathered a wide array of financial documents, including multi-month bank statements, mortgage or rental agreements, retirement account statements (401K, ***** and utility bills.
  The client also submitted a completed financial questionnaire and other supporting documents to verify his current financial situation.
   IRS Collection Case Investigation:
  Conducted an IRS Collection Case investigation via THS, which revealed outstanding tax balances for previous years.
  Uploaded relevant IRS transcripts, along with Work-In-Progress (WIS) and Work-In-Transit (WIT) documents from ******** to the system.
  Internal Coordination & Client Communications
   Team Involvement:
  A multi-disciplinary teamincluding case managers (***** ********, ******* ****), QA personnel (** *****, *** *****), and legal staff (**** ******, *** ******), along with others (****** *****, **** ****)actively managed the case.
   Client Outreach & Follow-Up:
  Made numerous phone calls and left voicemails when the client was unreachable.
  Maintained detailed email communications documenting routine updates, escalations, and reassignment of tasks, while repeatedly informing the client about his compliance status and next steps (e.g., additional document submissions and clarifications on income versus assets).
   Internal ***************************************** logs of internal tasks, follow-ups, document uploads, and reminders throughout the case.
   Documentation and Process Delays:
  Detailed logs show repeated follow-up attempts for document submissions, financial analysis, and IRS correspondence, with mail tracking numbers recorded for key documents (e.g., the ******** returns), demonstrating the extensive efforts made to secure compliance.
   Complex Financial Profile:
  Internal reviews specifically noted that these assets rendered him ineligible for hardship programs, a point that was clearly communicated to the client.
  Conclusion & Current Status
  Tax Network USA successfully filed the necessary tax returns and performed an extensive financial review.
  Despite these efforts, the comprehensive tax resolution strategy.
  The best available outcome, based on his financial circumstances, was an Installment Agreement.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22931184
  
  I am rejecting this response because:
  Dear Better Business Bureau,
  I appreciate the opportunity to respond to Tax Network USAs statement regarding my complaint. I would like to systematically address their claims and clarify why I am requesting a refund.
  1. Acknowledgment of Services Received
  I fully acknowledge that Tax Network USA prepared and filed my 2019 and 2020 tax returns for a total agreed-upon cost of $700. I do not dispute that I received this portion of the service.
  Regarding my 2023 tax return, I independently prepared and submitted it through a separate tax preparation service. Tax Network USA claims to have reviewed it, but they have provided no documentation or findings from this review.
  I prepaid nearly $13,000 in total for services beyond basic tax preparation, but I did not receive the services I paid for.
  2. Misrepresentation of IRS Representation & Refund Avoidance
  - Tax Network USA never directly denied my refund requestthey simply ignored it. In November 2023, a case manager told me they would submit my refund request to their legal team, but I never received a response.
  Additionally, they claim the best available outcome was an Installment Agreement (IA)but:
        They never discussed an Installment Agreement with me.
        They never sought my approval or even presented a plan for an IA.
        I never signed any documentation related to an IA.
        When I later set up my own agreement directly with the **** I encountered no indication that Tax Network USA had already submitted one.
  If Tax Network USA had actually worked to establish an IA,there would have been some record with the **** yet I found none. Their claim that an IA was the best available option appears to be an after-the-fact excuse rather than evidence of actual work performed.
  3. Lack of *** Contact & Strategic Inaction
  Tax Network USA claims they pursued a strategic initiativeto resolve my tax issues, but I have no proof that they ever contacted the *** on my behalf.
        I continued receiving IRS notices directly, which I had to scan and send to them.
        I never received any confirmation of IRS negotiations, submissions, or advocacy on my behalf.
        The only documents I know for certain they submitted were my 2019 and 2020 tax returns.
  
  Beyond basic tax preparation services, I paid thousands of dollars for work that was never completed.
  
  4. Failure to Provide a ******************** Review
  Tax Network USA did not conduct a financial review before I paid them. If they had, they would have realized I wasnt eligible for hardship relief. Instead:
        They took my full payment upfront in March 2023 but did not request a full financial review until September.
        After finally reviewing my finances, they requested unnecessary HELOC rejection letters without fully analyzing my situation.
        I had to challenge them before they admitted that I did not need to seek HELOC rejections.
  Had they conducted even a basic financial review upfront,they would have known I wasnt eligible for the debt reduction they implied.
  
  5. Their Inaction Caused My Tax Debt to Grow
  Due to their inaction, my financial situation actually worsened:
        I was led to believe my total tax debt would be reduced to $1,500, so I planned accordingly.
        In reality, my debt was growing due to accruing interestsomething I was unaware of.
        They took my full payment in March but did not even begin reviewing my financials until September.
  This is not a minor delayit is gross negligence. Had I been given accurate information, I could have adjusted my financial planning accordingly. Instead, I was misled while my debt grew unnecessarily.
  
  6. Tax Network USA Must Provide Documentation
  Tax Network USA claims that extensive work was performed on my behalf. However, I have received no documentation proving this. I request that they provide:
        Copies of any IRS submissions, filings, or case-related communications.
        Internal case notes or financial analysis reports demonstrating actual work completed.
        Evidence of direct attempts to reduce my tax burden or negotiate a resolution.
  If Tax Network USA fails to provide such documentation, it will further confirm that these services were never actually performed.
  
  7. Strong Evidence of Deceptive Business Practices
  Tax Network USA knowingly accepted payment for services they either failed or never intended to perform. Their business model appears to involve:
        Convincing clients to prepay large sums based on misleading implications of tax debt reduction.
        Delaying action for months while interest accrues on the clients tax debt.
        Providing minimal or no actual IRS representation, despite claiming otherwise.
  At best, this is a case of gross negligence. At worst, it is a deliberate scheme to collect fees for services that were never rendered.
  
  Requested Resolution Full Refund for Services Not Provided
  I request a full refund of all payments made beyond the $700 for tax preparation services actually rendered.
  Since Tax Network USA failed to:
        Submit any resolution plan to the ****
        Provide IRS documentation proving case progress,
        Deliver any tangible reduction in my tax debt,
        Act in a timely manner before my debt accrued further interest,
  I am entitled to a full refund for all other services that were promised but never provided.
  
  Sincerely,
  *** ******

  

  Business Response

  Date: 03/10/2025

  Regarding the 2023 tax return, it is important to clarify that full tax compliance is required before any *** negotiations can proceed. There appears to be a misunderstanding on the client's part. While the client independently prepared and submitted the return, our previous response stated that we "received a signed copy of the 2023 return and a full financial disclosure from the client."
  As part of the negotiation process, the *** requires a comprehensive financial disclosure before considering hardship-based relief options. This financial review was necessary to move forward with negotiations.
  Beyond tax preparation, the client engaged Tax Network USA for comprehensive tax resolution services, including *** negotiations, financial analysis, penalty abatement efforts, and strategic tax relief planning.
  
  Client Claim:
  "Tax Network USA never submitted an Installment Agreement (IA) or sought my approval for one."
  
  Based on the clients financial profile, an Installment Agreement (IA) was identified as the best available resolution option.
  The client was fully informed that an IA was necessary, as eligibility for hardship programs such as an Offer in Compromise was not possible due to significant assets, including savings, retirement accounts, and home equity.
  Multiple emails and phone calls were made documenting this recommendation, but the client did not complete the necessary steps to finalize the IA.
  When the client later set up an IA directly with the ***, it was a result of the strategy our team had already determined as the most appropriate course of action.
  Additionally, our attorney was actively working to secure a First-Time Penalty Abatement (FTPA) in the amount of $7,000. This penalty reduction, if approved, would provide a significant decrease in the clients overall tax liability.
  While the client claims that an IA was not pursued, our records confirm multiple documented efforts to move forward with this resolution, which required the clients participation.
  
  Client Claim:
  "Tax Network USA failed to contact the *** or submit any resolution plan."
  
  A formal *** Collection Case Investigation was completed through THS, verifying tax balances and penalties from 20142023.
  Power of Attorney (POA) was filed and approved, granting our firm legal authority to represent the client before the ***.
  *** transcripts and financial records were obtained, reviewed, and analyzed by our legal team. 
  Multiple attempts were made to obtain the necessary financial documents from the client to move the case forward.
  *** notices continued because additional documentation and client approval were needed to finalize negotiations. A resolution cannot be submitted without the clients participation and consent.
  
  Client Claim:
  "Tax Network USA did not conduct a financial review before requesting full payment."
  
  A full financial disclosure and asset verification were conducted in September 2024 once the necessary documents were received from the client.
  The clients financial profileincluding significant savings, retirement accounts, and home equitydisqualified them from hardship relief programs such as an Offer in Compromise (OIC).
  The request for HELOC rejection letters was a strategic step to support a hardship claim. However, after further analysis, it was determined that they were not required.
  The client was not misled; rather, the *** has strict eligibility criteria for tax hardship programs, and the clients financial profile did not meet those requirements.
  Client Claim:
  "Tax Network USA's inaction caused my tax debt to grow unnecessarily."
  *** penalties and interest accrue automatically under federal lawthis is not due to any action or inaction from ******
  The clients belief that the tax debt would be reduced to $1,500 was never a guaranteed outcome. It was a preliminary estimate subject to *** approval and dependent on full financial disclosure.
  Tax relief strategies require active client participation, timely financial documentation, and *** approvalnone of which were hindered by ******
  The claim that tax debt increased due to TNUSAs inaction is incorrect. 
  
  Client Claim:
  "Tax Network USA has not provided proof of work performed."
  
  The following documentation exists to support the extensive work completed:
   2019 & 2020 tax returns prepared, signed, and mailed for *** submission.
   *** transcripts obtained and reviewed for financial discrepancies and resolution planning.
   Case strategy developed, including *** negotiation steps and Installment Agreement structuring.
   Multiple outreach attempts documented via emails and phone logs.
   Case notes from attorneys and financial analysts confirming analysis results.
   Confirmation of Power of Attorney filing and *** engagement.
   Submission of First-Time Penalty Abatement (FTPA) for a $7,000 penalty reduction.
  
  Client Claim:
  "I am entitled to a full refund since services were not provided."
  
  The client signed a service agreement that clearly defined financial terms, payment schedules, and the scope of services.
  Substantial work was completed, including *** filings, tax preparation, financial analysis, penalty abatement efforts, and resolution planning.
  Lack of *** approval for certain programs does not constitute a failure on ****** parteligibility is determined by *** guidelines, not ******
  
  While we respect the clients concerns, the facts and case history do not support claims of negligence, fraud, or failure to perform services.
  
  Tax Network USA remains open to further discussions.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22931184
  
  Dear Better Business Bureau,
  
  I appreciate the BBB facilitating this discussion. Prior written attempts to engage Tax Network USA (TNUSA) directly via email and certified mail were ignored.
  
  Key Facts of the Complaint:
  - I paid TNUSA $13,200 and received only $700 worth of services. The bulk of my payment$9,750was explicitly for debt reduction services that were never provided. Instead of reducing my tax debt, it actually grew while under ****** management.
  - TNUSA charged me $9,750 for a settlement strategy I was never eligible for. At the time of sale, ***** made no effort to evaluate my financial eligibility for the program they were selling. Had ***** asked even a single financial eligibility question, it would have been immediately clear that I did not qualify for the service they sold me. The fact that no such questions were asked suggests a deliberate failure in due diligence rather than an accidental oversight.
  
  Final Statement & Resolution Request:
  I have stated my facts, and ***** has responded without providing proof of actual IRS negotiations or any meaningful service rendered. At this point, we are at an impasse.
  
  I formally request that BBB **** this complaint as Closed Unresolved, as ***** has failed to provide a resolution or issue a refund.
  
  I will not engage in further back-and-forth communications with *****. Instead, I have already escalated this matter to legal and regulatory agencies and will continue pursuing all appropriate avenues.
  
  If ***** wishes to resolve this issue, they have my contact information and may reach out in writing to issue a full refund. Otherwise, I consider this matter closed for the purposes of BBB mediation.
  
  Sincerely,
  *** ******
  
  

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Tax Network USA took $6,000 payment from me and has not produced any documentation of work. The only document I have seen is the single filing w/ IRS, a POA showing several people who may be CPA's working on a payment plan. Two "case managers" and dozens of calls and emails have gone unanswered. These "case managers" are nothing more than buffers to prevent clients from reaching someone who can actually answer a question. You CANNOT reach a manager, they deliberately prevent that by design. I have repeatedly asked for them to produce the documentation and correspondence they have with the *** but received no response. Don't do business with this company. The promises they are making are empty, evidenced by their unwillingness to produce the actual work they claim to have done on my behalf, or to return dozens of calls and emails. This is boiler room high pressure sales with zero actual help.

  

  Business Response

  Date: 02/13/2025

  
  Thank you for the opportunity to respond to this complaint.
  
  We take all client concerns seriously and appreciate the opportunity to clarify the efforts we have made on the clients behalf. After extensive discussions with both our Legal team and the ***, we believe we have reached a resolution that benefits all parties involved. Our primary objectives have been to keep the clients IRS payment under $2,000, as specifically requested, and to avoid the need to submit financials to the ***, as this would not have been in the clients best interest.
  
  Throughout this process, we have ensured that the client remains in a protective status with the **** avoiding collections. Based on legal counsels advice, we strongly recommended that the client make voluntary monthly payments in an amount they could afford. This approach was thoroughly explained to the client as the most effective path forward for their situation.
  
  We also want to address concerns regarding communication. Throughout the duration of this case, our team has maintained regular contact with the client, providing guidance and updates. While the client referenced having two case managers, we want to clarify that they have had an entire resolution team working diligently on their case to ensure all aspects were handled effectively.
  
  Regarding the request for documentation, the first time the client specifically raised this concern was on February 5, 2025, without specifying which documents were needed. Had we been made aware of specific documentation needs earlier, we would have promptly addressed them. We remain fully committed to transparency and are happy to provide any necessary documents within the scope of our agreement.
  
  We appreciate the opportunity to respond and remain committed to assisting the client in resolving their tax matters. Please let us know if any additional information is needed.
  
  Best regards,

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22902336
  
  I am rejecting this response because:

  Nice try.  This is a canned answer you can find on many complaints to TaxNetwork USA.  They are very good at saying but not very good at doing. From their response--- "We also want to address concerns regarding communication. Throughout the duration of this case, our team has maintained regular contact with the client, providing guidance and updates. While the client referenced having two case managers, we want to clarify that they have had an entire resolution team working diligently on their case to ensure all aspects were handled effectively."  FALSE.  Regular contact would be returned phone calls and emails.  This simply did not happen.  Don't do business with these people.  They are like cotton candy, air and sugar, nothing there.  

  The objective was to get an agreement with IRS and not to simply make voluntary payments and "try" and keep them at bay.  In the absence of a written agreement from *** you have nothing and that's not what I paid for.  The promise made on the first call to make an agreement with IRS.  This is a waste of your time and money.  Better to do it yourself.

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

  

  Business Response

  Date: 03/05/2025

  Our priority has always been to achieve the best possible resolution for our client while maintaining transparency and open communication throughout the process.
  
  The process outlined in our response is NOT FALSE, but rather the established and standard procedure we follow for every client.
  
  Our team has been actively working toward a resolution with the **** as demonstrated by numerous documented communications, case updates, and strategic planning tailored to this client's specific situation.
  
  Our efforts have included preventing *** collection actions; ensuring that no Revenue Officer was assigned and keeping our client in a compliance status to avoid aggressive IRS enforcement. Given that the client's total IRS balance exceeds $118,000, we provided a strategy to keep his monthly payments under $2,000, as per the client's preference, while preventing escalation into collections.
  
  Our resolution team, not just two case managers, were actively involved, including enrolled agents, attorneys, and financial analysts who worked to craft a strategy that best suited this client's situation.
  
  Our records show continued attempts to communicate with Mr. ****** via emails and phone calls, including case updates and requests for necessary financial documents to finalize a formal IRS agreement.
  The claim that there was no regular communication is not accurate. Our records reflect multiple emails and phone calls. Case notes confirm that this client received regular updates, including specific explanations of why financial documents were required to secure an Installment Agreement (IA).
  
  Mr. ****** was repeatedly informed that without updated financials, the *** would not approve a formal agreement. Despite this, some necessary documents were delayed, causing unavoidable setbacks.
  
  This client has expressed dissatisfaction with the recommendation for voluntary payments, but we must clarify:
  
  The *** does not approve formal installment agreements for tax liabilities over $50,000 without up-to-date financial disclosures. We explained this in multiple communications.
  A verbal request for $2,000/month was not feasible. A verbal request without proper documentation would have been automatically denied by the ***. Therefore, our approach aimed to establish compliance first to improve negotiation leverage.
  
  We have worked diligently to provide a resolution within the limitations of IRS procedures and Mr. ******** stated preferences. While we understand this client's frustration, it is important to recognize that the *** requires proper documentation to process an agreement, and voluntary payments were the only feasible interim solution without full financial disclosure.
  
  We remain committed to assisting our client and welcome any further discussions on how to proceed effectively.
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22902336
  
  I am rejecting this response because:  The information contained in the response is canned, a standard form to send out when someone calls the company on their spectacularly poor performance.  Third "case manager" now.  No call backs.  I've instructed them what to do and I get zero cooperation.  They are very good at these things:  high pressure sales, taking fees, putting layers of unqualified "case managers" in front to avoid actually doing something.  Don't do business with these people.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/17/2025

  We understand your frustration, but we must respectfully disagree with your assessment of our response. Our previous communication was not a "canned" response, but a clear outline of the facts, and we stand by the resolution we provided, which adheres to the *** guidelines and was designed to meet your specific request.
  
  That said, we do acknowledge the concerns you've raised about communication and the level of service provided. It is never our intention to leave you without the necessary support, and we apologize for any misunderstandings.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 01/20/2025 my wife made her initial call to Tax Network USA and interacted with ****** *****. If you will pull the transcript from the initial call, you will not find Mr. ***** advising that we had 3 business days to cancel the service agreement. It on the 5th business day that we formalized our written cancellation that this 3 days to cancel rule comes to light. A deceptive and covert business practice preying on the public. Sheeps in wolves clothing who makes promises and fleece people for their own gain. I am not allowing these thieves to steal $700 from me when we only got as far as a welcome email with ***** ******. There is not 1 billable hour here. I will be speaking to Real America's Voice, War Room and find out any other business that runs an ad for these deplorables.

  Customer Answer

  Date: 02/19/2025

  Please be advised that as of today's date, I am requesting that the above-referenced complaint be closed.  Tax Network USA and myself have reached an amicable resolution in this matter.
  

• Initial Complaint

  Date:12/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  May 1st $1,500 and June 1st, 2024 $1,500 (total $3,000) to negotiate with *** regarding my disabled daughter's tax bill. I have contacted TaxnetworkUSA via emails and phone calls multiple times and to date have not received an update as to any resolution. They have stonewalled and ignored every attempt I have made to get an update. I request your help in getting my disabled daughter's $3,000 refunded so I can hire a reputable firm to help with her IRS issues. I have Power of Attorney for her. I am uploading the initial contract, my Power of Attorney document and some of my email correspondence.

  Customer Answer

  Date: 12/11/2024

  Based on a promise from Tax Network USA that they will negotiate a settlement with the *** regarding my disabled daughter's back taxes, and that they will keep me informed of the progress, I wish to have my complaint removed. Thank you!

• Initial Complaint

  Date:11/06/2024

  Type:Order 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 retained Tax Network Nov 8, 2023 for the sum of $4000.I supplied all the related documents and signed the needed release papers. I was getting monthly updated of "we are still gathering information", but all communication has stopped. No reply to e-mail, No response to phone calls.

  

  Business Response

  Date: 11/06/2024

  We are writing in response to your recent communication regarding concerns about the client's case and our services.
  

  We would like to emphasize that our records reflect consistent communication with this client throughout our engagement. By the client's own admission, they clearly confirmed that we were, in fact, in regular contact with them multiple times a month. As you are aware, *** resolutions often take time, a fact that was discussed when we started working together. Moreover, this is the first time we are hearing of any dissatisfaction with our companys service. Had the client reached out to us earlier to express their concerns, we would have gladly arranged a meeting with their case manager to address them.
  

  Please understand that as an appointment-based company, we have structured procedures in place to ensure that communication with our clients is never missed. These procedures are designed to provide efficient, organized service to all our clients. If the client felt they required more frequent updates or communication, contacting our office to express this need would have allowed us to make the necessary arrangements.
  

  We remain committed to addressing any outstanding issues client may have. If they would like to schedule a call with their case manager to discuss their case further, please let us know a convenient time, and we will be happy to set that up.
  

  Thank you for allowing us the opportunity to clarify.
  

  Sincerely,

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  August. 5, 2024 we opened our account with them, paid $1,000 as asked. We never heard back, and not ONE PHONE CALL. Not one appointment met, NOT ONE. We have called back, and they refuse to help us, and won't give us our money back. This is not a legitimate business, but a scam. We do not have anything further, because they will not help us, not one phone call!

  

  Business Response

  Date: 10/02/2024

  Taxnetwork *** has contacted this client many times, including but not limited to last week. The case manager assigned has contacted the client. They have been on board and we have their case nearly resolved. We have acted in good faith and have communicated with the client actively. We have been in contact, worked on their case, and have them nearly at their resolution. 

  Customer Answer

  Date: 10/07/2024

   
  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

  Date:08/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  From March 23rd, 2023 to October 23rd, 2023, I paid ***** approximately $8,666.64 under the pretense that they would reduce my tax burden with the *** and the *****************************. They did not reduce my tax burden by one *****, instead transferring me over multiple agents over many months and accomplishing nothing. I eventually entered myself into a payment agreement with the *** and *****, and then ***** sent me a letter saying that their services were finished.They have ignored all texts, calls and emails ever since I received the service termination letter.I have since discovered the reporting error on my 2021 tax return that caused me to owe so much. I filed a 1040X a few months ago and it is currently being processed, and I'll have my money back soon. If ***** doesn't give me a full refund for failing to find this error, I will file suit. I attached a few documents, but I have dozens more. I saved absolutely everything.

  

  Business Response

  Date: 09/18/2024

  We have call slated for Friday to resolve this issue. We will take it from there.

  Customer Answer

  Date: 10/01/2024

   
  Better Business Bureau:
  
  I am writing to inform you that ***** and I have reached an amicable solution and I am withdrawing my complaint. Please delete it, thank you.
  
  Sincerely,
  ****** *******