Complaints

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:04/13/2025

  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 started with Guardian Tax in July of 2024. At that time I advised Guardian that I was already paying them each and every month and wanted to get it either reduced or a fair amount to dissolve. I w as advised that they are guaranteed to help me. I had to keep calling to find out the status then after months I was then told someone else was going to take over my case and they were still waiting to hear from the *** by that time they knew that it was too late to stop the process. I then did not hear from them again til about 3 mos ago and at that time was told that I would need to have more taken out of my check for taxes. I spoke with ********* and asked ok but for how long? She advised just a couple of months. Then she came back a month later and said oh sorry it would be for as long as I'm working. So now I'm not getting the right info to take care of my file. I asked to have a manager call me back several times and still no call back. I finally got a hold of a manager to which they have no record of that call and she was supposed to call me back after researching again no one called me back after a month. I would like to have my money back because they never did what they said they were going to do and it is supposed to be money back guaranteed.

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising 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 started paying Guardian Tax on October 7 2024 and finished paying them on November 22 , 2024 . Guardian Tax was supposed to set me up with a payment plan so I can start paying my taxes back . I asked Guardian Tax should I get my tax guy to do my 2024 taxes , Guardian Tax said they would take care of that . So after paying Guardian Tax $2295.00 they still havent done the job they said they would do. After talking to them on 4-11-2025 and finding out that they still didnt do the job they said that they would do. I said I want a full refund of my money I had paid them . I did say I would pay the price for the taxes they have filed for me and they said it is $300 . Guardian Tax said that they will not refund me my money. Guardian Tax has now cost me more money . I could have already had paid off my taxes by now . Guardian Tax have cost me more fines on my taxes. I want my money back and refunded to me by Guardian Tax . Paid Guardian Tax over 4 1/2 months ago.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  They are taking my money and I have no contact from they . No updates on my account they dont return calls . I requested a mo truly up date never received it they are practicing deception and taking my money and not providing any services.

  

  Business Response

  Date: 04/04/2025

  Customer experience is extremely important to us, we've spoken to this client and resolved his concerns.

• Initial Complaint

  Date:02/11/2025

  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.

  Company made dishonest statements and misrepresented what they were going to do. They said I qualify for the fresh start program. We went over all the numbers and ****** said were perfect for that program and could save us a bunch of money. Paid $695, waited several weeks, then had our results of the investigation meeting. His offer was to get the *** to eliminate $3260 of interest and penalties. But I had to pay them $2400 more dollars to do it. So my cost was $3100 to Guardian to save $3260. Then they were going to negotiate for a payment plan, which I will end up doing with the ***. The *** was working with me better than Guardian did, but the call was dropped while I was on hold. Guardian was completely dishonest in our dealings. Dont let them sell you on the Penalty Abatement Program, its total bs, you still pay it but to them instead of the **** ****** straight up lied about what they could do, and he absolutely knew it. The tax debt was not going to be reduced at all, all he was trying to do was get us into a longer term payment plan, which the *** does also. He said by doing his program would bring us into compliance, which after setting up a payment plan with the ***, does the same thing. They are an unethical business. I am willing to talk to anyone if you have questions.

  

  Business Response

  Date: 02/12/2025

  ***** - Client satisfaction is of utmost importance to us.  We are sorry to hear that you are frustrated. There are many different *** Fresh Start programs, each has their advantages and some result in higher tax savings than others.  Determining eligibility is based on a number of factors including the tax debt amount, compliance with tax filing, age of debt, current financial situation/hardships etc.  Our firm stands apart from others because we begin by thoroughly investigating the specifics of each case, making a deliberate effort to ensure we offer only services that our tax professionals believe each client is eligible for.  Unfortunately, there is no one-size fits all program/scenario.  I see that you have been in contact with our management team today and it appears that we were able to resolve this matter for you.

• Initial Complaint

  Date:01/24/2025

  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 was contacted by guardian. They required an initial payment of $550. I was told that they would go over my info. On or around January 20, I got an email stating that the work was completed and that we would have a phone call to discuss the results. They asked for $14,000 to complete the work. I explained that o was not able to pay that amount. Without my permission, they contacted a loan company. My credit score took a hit and the loan company would charge 17% if I took a loan. It would cost me $300 per month. Again I reiterated that I am not able to pay that amount. I was then transferred to two other employees who harassed me by trying to coerce me into the loan. If I was not aware of what a scam is, I might have gone through with this solution. I am a senior citizen and was incredulous when one of the representative suggested that I economize so I could meet the required monthly payment. First of all, that is none of their business. I felt bullied and would like my initial payment returned.

  

  Business Response

  Date: 01/27/2025

  Our team strives to provide the best possible service to each client.  This morning, I personally spoke to this client to address her concerns and have offered to continue working with her today to see if there is a more cost effective way to assist her in resolving her IRS Tax Debt.

• Initial Complaint

  Date:12/26/2024

  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 contracted Guardian Tax to resolve an *** dispute on 10/25/2024 for $2145. Two months later they have done nothing as interest and penalties continue to mount up. I want a refund of the $2145 I have paid.

  

  Business Response

  Date: 12/31/2024

  We take seriously customer service; our goal is for each client to remain informed on the status of their case.  Our customer service manager has made several attempts to reach this client by phone, text and email over the past several days.  We have yet to receive any response.  Please get in touch with us so we can help to resolve your concerns.

  Customer Answer

  Date: 02/19/2025

  I contracted with Guardian Tax to resolve an IRS tax debt in October 2024. I paid over $2000 for these services. They claim to have negotiated a resolution, but after repeated requests, they still have not furnished me with a single shred of evidence that they have done anything. I have asked for proof of any interest and penalties they have abated through their negotiations. I have asked for the terms of the monthly installment plan they claim to have negotiated. They have provided me with nothing. Furthermore, the *** has not acknowledged anything that Guardian Tax claims to have negotiated.
  

  
  

  
  

  

  Business Response

  Date: 02/21/2025

  **************** is our top priority and our team has made many attempts to reach him; however, Mr. ***** refuses to speak with us by phone to allow us an opportunity to address his concerns. We would have preferred to speak with him rather than publishing this information in our response.  His claims that we have not executed service for him are false. Our team rendered services for him as contracted - this included negotiating an installment plan with the **** he was on a payment plan of $600/ mo (he was delinquent on those payments having missed the previous 3 installments); our team was able to get that amount reduced to $160/ mo.  We also prepared and submitted a penalty abatement request.  These negotiations occurred with IRS Agent #********** and his first payment date in Feb 28, 2025.

• Initial Complaint

  Date:11/21/2024

  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.

  On September 23, *****, I signed up with Guardian Tax to help with my *** Tax issues. I spoke with ******* ******** and explained to him my situation and he assured me Guardian Tax could help me.******* assured me that I could make $ 100/ month payments towards the $ 495 total cost of their program, as I stated that I could not pay in full due to my being on Social Security with a limited income.I gave ******* my banking information and he proceeded to withdrawal the first of 5 $100 dollar payments. On September 25, my bank showed a $395 withdrawal going to Guardian Tax. I did NOT approve this withdrawal as it took away from my rent payment I had to make. I immediately texted ******* ******** at Guardian Tax and informed him what his company did. I also called him at his phone number ************ the same day and spoke to him about the unapproved withdrawal and I wanted a refund of that $395 withdrawal. ******* told me he would look into it and get back to me asap.******* ******** contacted me 3 days later that his manager would allow a refund of my costs as the company would NOT allow a payment plan of any kind. He reassured me that I would get my total $ 495 returned to my bank account.I waited a few days and contacted my bank and they told me that NO MONEY was returned to my account by ********************** out of CA. I called ******* ******** on September 30, 2024 and told him that my bank DID NOT get the refund. He told me that he confirmed that his company did reissue a refund and it is at my bank. I called my bank and spoke to the invesitigators ***** and ******* at my bank ************** or **************. They explained to me that it doesn't take that long for a refund to come to the bank, just a few days, but that nothing came in. As of Today, 11-21-24 nothing has come into my account from **********************. I have tried to call ******* and he does not return my calls. I want my money back.

  

  Business Response

  Date: 11/22/2024

  Thank you for bringing your concerns to our attention.  We have reviewed your file and noted that a refund was pending for the fees that you paid. We take communication seriously and would appreciate the opportunity to speak with you directly to ensure we provide the best assistance possible. A member of our team has reached out to you via phone, leaving a detailed voicemail including return contact information.  Please do not hesitate to return the call should you have any additional concerns.

• Initial Complaint

  Date:10/09/2024

  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.

  This company overcharged me for their services because of my age. Then they did not provide the services they stated. I called asking for a refund and they told me I signed a contract and the scope of the contract is not yet finished. It has been 7 months and I havent seen any results from this company and they did not send me anything until I asked for a refund. I paid them over $8000 and they have not delivered on any of their services that were promised. I am 83 years old, I will be dead before they help me with my tax debt like promised.The transcript attached below is proof they have done nothing with my tax case. Not one update on my case for the past 7 months they have been working on it except the *** stating my debt is one again collectable and Guardian Tax has no protections on my case.

  

  Business Response

  Date: 10/10/2024

  Yesterday, the head of our resolution department spoke to this client and went over the details of this case.  The client indicated that he is happy with services to date and does not want to cancel nor does he want a refund.

• Initial Complaint

  Date:10/08/2024

  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.

  Guardian Tax Releif ********* This is a scam company. They tell you theyre gonna lower your taxes and they dont. They take out a loan for you to pay back. The loan pays them in full. Dont do what theyre a scam. I just spoke to the *** and the *** has not heard from anybody on my behalf, this all started in March 2024 and its

  

  Business Response

  Date: 10/10/2024

  Our customer service manager spoke to this client yesterday to address any concerns this client may have had as well as updating her on next steps - the client indicated that this complaint has been resolved.

  Customer Answer

  Date: 10/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:03/20/2024

  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 was initially told by Guardian that I had a much larger tax liability than we did. Consequently being naive they conned me into giving them $15,000 They misled me into believing that we were liable for over ******* to IRS due to the fact that they said we owed money on the sale of our primary residents in which we resided for 22.years. We had no liability. They also claimed that we had back taxes that we had not paid there were circumstances that were being mediated at the time but they also claim that taxes were not filed for 2 years which was absolutely false. We had hired another CPA firm who claimed that they were grossly mistaken and that our tax liability was minimal. Since we began dealing with Guardian tax we have never received a statement an itemized breakdown or even an email as to what the status was and what they have done for the money that we have paid. The only thing that we have received from Guardian in the last 12 months were automatic email sent out telling us to sign documents for taxes that were already being handled which I had already explained to them twice. I am a 70 year old senior I believe they took advantage of me. My wife has been hospitalized we have incurred a tremendous amount of medical debt and I would like to recover my money so I can pay my bills.

  

  Business Response

  Date: 03/22/2024

  This client has an extremely complex case with a lot of moving parts; the client is also dealing with several other stressful situations in life outside of this tax issue, namely the health concerns of his wife, as he mentioned.  Furthermore, we have already filed business tax returns for him as well as prepared several other returns that are pending the clients signature.  At the start of his case this client had many unfiled tax years; we provided him projections on what he might owe once those returns are filed.  The client confused those projections with his actual tax liability.  Thankfully our tax prep department was able to maximize write offs and deductions leaving him only owing approx $120k to the ****  Our team is working closely with him and after some discussion with him he realized that we had already completed much more work than he acknowledged in this complaint.  **************** is our top priority, no matter how big or small the case our team is dedicated to providing competent representation before the ****

  Customer Answer

  Date: 07/09/2024

  I am responding to their response to my complaint that I filed several months ago. These people have no clue as to what they're doing they have lied they have not filed any corporate taxes. I have begged them for a invoice for the $15,000 that I gave them as to what they have done repeatedly they have ignored my request. This case may be complex only because they have created a big part of that complexity they have made mountains out of molehills because they don't know what they're doing. I can't believe that I have used such an unprofessional organization to deal with my current liability that they have completely misrepresented. Their excuses are unfounded and pitiful and I won't stand for anything less than a full refund so I can move my circumstances to a legitimate ************************* or a tax lawyer. They have Amplified my problem by ignoring my request they have asked me to sign documents without a conversation with me in months. They have suggested that I sign tax documents for tax years that were already filed. I am not going to allow them to deceive the Better Business Bureau and get out of the responsibilities they have to make this right. They acknowledge that they overcharged me in the beginning but they've done nothing to resolve the issue in fact they've done nothing at all. Most recently they decided to file my tax return without having a discussion with me causing me to owe capital gains on my primary residence without any discussion with me whatsoever not understanding that I put a tremendous amount investment in the property I was at for 22 years none of that was put into this tax return causing me a liability of additional $57,000. I request that they send a Better Business Bureau documentation proving that they've done the amount of work that they claim is worth $15,000 what organization does not give you a breakdown as to what they're doing for the money not once. I hope BBB doesn't allow them to continue to lie.

  

  Business Response

  Date: 07/11/2024

  To reiterate our initial response this client's case is extremely complex with a lot of moving parts and several family members involved.  Our head Enrolled Agent and Tax Prep Manager have spoken to this client and resolved this issue by helping the client to sort through the case complexities.