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:04/21/2025

  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.

  I went into an agreement with Taxrise approx 2 years ago, after the last company i put $13k in went bankrupt. Every thing seemed to be going ok at first, then train slowed down, and I have $10k invested, I have been paying $782 a month in February I held the payment and they called, I said i wanted to talk to my case manager( Note that i have had 5 total so far) i was told i couldn't speak to anyone unless i made a payment, so i made the payment, then someone other than my case manager go on the line, I explained that the last case manager said i could get my passport back once in resolution (I haven't seen my daughter in 8 years), this person told me it'll take about 30 to 60 days then you can apply, I said listen i need to talk to my case manager, i was put on hold for along time then she came back and said she's not available, but if you would like to make appointment for a conference call, she has a spot open April 16th, like i said at the time of this call was mid February, so this month I didnt pay on the scheduled day they were to debit from my account, which was the 17th of this month. They called and i said I need to talk to my case manager, they said you have to make a payment, i said not I'm not paying, but they went in and took the money any way on a non scheduled or agreed upon day. Is this even legal? I tried calling and all the numbers i call dont answer, theres no ring, nothing, just an open line. Its like they blocked me. All the noise about a fresh start? its a Gimmick i have learned, once they get a good amount of the money, They say oh well our pre resolution comes out to you paying $6,000 a month WHAT? great news though, the penalties will stop. This is what i have dealt with, they just keep tapping me along. and i cant even get files that are on their portal now. When ever communication dies in a relationship, one of the parties are up to no good, That's just a fact!

  

  Business Response

  Date: 04/25/2025

  Hello *** **********,
  

  We appreciate the opportunity to clarify the matters you've raised and sincerely regret the frustration this situation has caused. To address your concern regarding the number of case managers assigned to youour records show that youve had two primary case managers throughout your time with us: one during the tax preparation phase and one for resolution. There was a brief reassignment in early February due to a promotion within our team, which led to your current resolution case manager stepping in. We have multiple departments and as a result there are multiple people you will speak with throughout this process for various aspects of your case.
  

  During your recent conversations, your case manager explained that based on the ***'s financial analysis, your reported income reflected approximately $6,000 in disposable income. We fully understand that this doesnt reflect your full financial reality, as many of your expensesthough essential to youare considered non-allowable or "luxury" by the ***.

   Additionally, it was discussed that two of your liability years are set to expire in February 2026. Your case manager presented the option of waiting out those years, though we stressed the risk involved, as the *** may initiate collection efforts in the meantime to secure payment before those debts expire. We also explored the possibility of an Offer in Compromise (settlement), but given your income, the *** is unlikely to consider you eligible. Pursuing this route could actually reset the expiration date (CSED) of those liabilities, which is something we want to avoid unless absolutely necessary.

   In regards to your outreach I do apologize and am not sure what numbers you are trying but you can always give our main number a call and it is listed on our ****** page. *** ********** is currently speaking with one of our representatives in an effort to determine how to proceed and address this matter appropriately. 

• Initial Complaint

  Date:04/21/2025

  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.

  I was guaranteed that tax rise wouldn't take my case unless they cour either reduce or eliminate my tax debit atleast by the amount I was paying for them. They did neither and set me up on payment plan. I requested multiple times for documents related to my case. They refuse to provide any. They offered tax prep for this year. I told them already done. They were supposed to call me with a counter offer and I can hear back. I would like my $2800 returned

  

  Business Response

  Date: 04/25/2025

  We appreciate Mr. ****** for bringing this to our attention and giving us the opportunity to address his concerns. After reviewing his case, we can confirm that the resolution he receiveda 72-month Streamlined Installment Agreementwas the same resolution discussed with him during his initial consultation, prior to engaging our services.
  

  Our offer to include tax preparation was made to ensure a more comprehensive service experience, but we respect that Mr. ****** ultimately declined after our follow-up. Regarding the documentation he mentioned, were happy to provide any available records upon request and encourage him to specify what hes looking for so we can assist promptly.
  

  We understand Mr. ****** also requested a refund, which was already under consideration prior to the filing of this complaint. A representative from our ***************** team will be reaching out to ensure this is handled appropriately.

  
  

• Initial Complaint

  Date:04/16/2025

  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.

  On February 28, 2025, after speaking at length with ****** ****, I paid $375 to Tax Rise for them to investigate if I qualified for a reduction in my taxes owed to the ***. I was clear that I was current up until 2024,. For the tax year 2024, I knew I was going to owe about $5, 500 to the Feds and $1,500 to the State. ****** confirmed to me that they would only undertake the investigation if they thought that they could save me money and they had a money-back guarantee.When I had a telephone conference with ****** in March to review their findings, they could not, in fact, reduce my tax liability. Instead, all they could offer me was potentially a program that would "save" me money by reducing the fines and interest that I would have to pay if I did not pay the *** by April 15 of this year. Because I was not already delinquent there would be no savings on the taxes, just on the penalties, fines, and interest that I would be liable for in the event that I paid over time.This was a misrepresentation on the part of ******. I wasted my time researching and speaking with ****** regarding my situation and the company could offer me NO reduction in taxes owed.

  

  Business Response

  Date: 04/18/2025

  Hello,
  Thank you for your feedback! We want to take a moment to clarify the services that were provided in hopes of clearing up any confusion. As you mentioned, in February 2024, you signed a service agreement and paid a $375 retainer for our team to perform a detailed tax investigation. This included evaluating your financial situation, reviewing your liability, and determining your eligibility for the *** Fresh Start Program. We completed this investigation and presented you with the results. During your follow-up call, you chose not to move forward with the resolution plan offeredsomething completely within your right. We remain committed to client satisfaction and would be happy to speak with you further to get this matter resolved. Are you available to connect next week?
  

• Initial Complaint

  Date:04/15/2025

  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.

  I found this business in 2023 . I needed to resolve my taxes for an amount that I could actually afford . They said it cost 1300$ I believe I paid in full . I was told this was all I needed to resolve this case . We are now 2 years in and they still have not done anything . And on top of it theyre telling me Ill be going on a payment program with the irs for the full amount . Or theyll take my taxes for the full amount . I was under the impression that they resolve - meaning get the irs to take a lesser payment . This did not happen . Im out 1300$ which now theyre saying is non refundable even though they did nothing . If I want any information I have to call them and complain. They have asked for my financial info approx 4 times now . Thats after they told me everything was finished and done . Ive been asked for signatures 3 times now . Each time being told its all completed I dont have to do anything else . Only to call a month or 2 later to find out it is not settled . I was waiting for this to be finished so I could file my ***** taxes . Im way behind because theyre taking so long to finish and I didnt want the irs taking all my money when I already paid it . I am unemployed due to health reasons and am 7 months into a ssdi claim that I will get due to seizures . They messed me up so bad I cant afford to fix all this . Id like to get my money bank . I dont know what Im paying them for . I was told the 1300 was a settlement . That I was finished . The person on the phone actually said all taxpayers know this unbelievable . Thats what I paid them for , so they would fix everything that I dont understand . It wasnt my job to know , it was their job to explain so I do . I also am not positive about the fee I paid it was 2 years ago . It was somewhere around 1300$ Thank you for your time ****** ********** In the screenshots Im repeatedly asking for it to be finished and what I can do to help . *** and much more

  

  Business Response

  Date: 04/18/2025

  Hello ******,
  

  According to our records, you spoke with a representative last week who went over the next steps needed to finalize your case. Since you've now requested to cancel, weve forwarded your file to our ***************** team for further review.
  A representative attempted to reach you today to discuss your case and explore possible solutions but was unable to connect. Please feel free to use the link provided to schedule a time to speak with our QA team directly, or youre welcome to give us a call and well be happy to assist you in getting connected. We look forward to speaking with you soon.

  
  

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising 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 Friday 4/10/25 I had reached out to Tax Rise regarding wanting to settle and combine any money owed to ***. I was told I had 12 hours to cancel the contract for no charges to occur and I contacted them to cancel the service within 3-4hours. I received a text stating that the contract was cancelled and no money would be charged to my account. I wake up 1 day later to discover they had sent a bank draft through which caused an overdraft to my account. I explicitly had notified the company by phone and text. I have reported this as a fraud charge to my bank and need Tax rise to reimburse me for the $375 and if there are any charges from bank those would be repaid also.

  

  Business Response

  Date: 04/14/2025

  We were able to speak with Mrs. ****** today regarding this matter and appreciate the opportunity to provide clarity. During our conversation, we explained that when her initial payment was made on 4/10/25 for the tax investigation, the transaction was already in processing status using the banking information she provided to us. Unfortunately, her case was not properly updated to reflect the cancellation, which delayed our ability to initiate a refund. We sincerely apologized for this oversight. While working with Mrs. ****** to resolve the issue, she informed us that she had already received the funds back through her bank. As a result, no further action is required, and the matter has been resolved. 

  Customer Answer

  Date: 04/14/2025

  Someone from Taxrise did call me but I told ****** that my bank has issued a provisional refund to my account but that they needed to send the refund. I also told him I was not satisfied with his response and that I had taken the actions I had relayed to them last week when I discovered this $375 charge. I will consider this resolved when and if my bank account is refunded the total amount. He said it was a mistake and wanted me to contact BBB to say it was resolved. I let him know that was not the case and why. Seems like he's trying to bully me into saying it's ok when it totally is not 

  

  Business Response

  Date: 04/15/2025

  Hello, and thank you again for your feedback, Mrs. ****************** we spoke with you, our intention was to process a refund, as you were well within your cancellation window. However, you informed us that your bank had already issued a provisional credit, and therefore, the matter had been resolved on that end as you informed us the credit would be permanent. Had this not been the case, we would have been more than happy to issue the refund directly while you were on the line. We understand there may have been a misunderstanding during our conversation. Please know it was never our intent to pressure or upset you in any way. Our representative simply asked if you considered the matter resolved given the refund issued by your bank, and we regret if that came across otherwise. As you ended the call before we could further clarify the situation, we are currently unsure of how you'd like to proceed. If there is anything further we can do to assist or clarify, we remain available and willing to help. 

  
  
  

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Billing 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 April 3, 2025, I received a call from a Tax Rise representative who identified herself as ****** a representative from the budgeting department at Tax Rise wanting to discuss my case. I informed her that I have received several email asking for money and have requested a status on my case and have not received any response. I also informed her that I received several phone calls requesting money and left several messages requesting an update on my case and to date have NOT received any response, but I did receive a letter from the *** Notice of Intent to Seize Assest today!! She said that she charged my debt card, that I had used only once to pay the initial fee of over $800.00, and told them NOT to use this card and provided a different card for payments to them. I was NOT aware they saved the card information and took money out of my account when they could not get the money from the authorized, that I stopped payments after NOT receiving any updates on my case after already paying Taxrise approximately $3,000.00 for Services NOT rendered!! They Stole the Money out of the account I use for my Mortage payment and Not only took one payment of $356.26 they took Two (2) for $713.22, my mortage payment and Now I cannot pay my mortage and the *** may take my house!! I was making payments to the *** for years and Tax Rise told me to stop paying them!! I am a Disabled Retired Veteran, that is a Senior and live on a Fix budget and do NOT want to be Homeless, because I cannot pay my to keep my home. I contacted my ************ and they said that because I gave them the information they can take money from from account. I have the email they sent asking for payments, because they knew they were Not to use this account. This request for money has been going on for Almost a year and when they could not get it legally they took it illegally!!

  

  Business Response

  Date: 04/14/2025

  We appreciate Mrs. ****** sharing her concerns with us. We would like to clarify what has happened in regard to her case.When it comes to billing, we only process payments on the agreed-upon dates and strictly use the approved payment methods provided by our clients and is outlined in her signed service agreement. In terms of communication, our records show that your case managers have made multiple attempts to reach you since March 2024 to provide updates and discuss the next steps for your case.We were finally able to connect with you in July 2024, at which point you chose to move forward and requested a new case managerwho was assigned promptly. Unfortunately, we did not hear back from you for several months after that. It wasnt until our billing team reached out earlier this month regarding past due payments that we were able to speak with you again. During that conversation, you indicated you needed to review your records and would contact us if you wished to continue services.Should you decide to proceed, we are still here to support you and help resolve your case. Please let us know how you would like to proceed and dont hesitate to reach out at your convenience.

• Initial Complaint

  Date:04/10/2025

  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.

  They took my money to settle past tax debits, & agreed to keep me current till the tax was resolved now the refuse to file my taxes for this ********* scrambling to get an extension because they did not honor the agreement

  

  Business Response

  Date: 04/11/2025

  We appreciate Mr. ******* giving us the opportunity to provide clarity regarding his case and the services weve been contracted for. On 3/18/25, Mr. ******* spoke with a supervisor from our *********************** who informed him that we are currently not offering tax preparation services for the 2024 filing year. She also confirmed that we successfully filed his tax returns for years 2017 through 2023, bringing him into compliance with *** requirements. At this time, we are awaiting the necessary documentation needed to move forward with placing him into a formal resolution. Mr. ******* has indicated that these documents would be mailed to us rather than emailed; however, we have not yet received them. Once he completes his 2024 filing, we will be more than happy to include that year in his resolution as well. We remain ready to move forward as soon as the required documentation is received.
  

• Initial Complaint

  Date:04/10/2025

  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.

  After a hard-sell sales pitch from ******, I paid $500 May 16, 2024 so that Tax Rise could negotiate/settle my overdue tax issues with New York State tax department(most tax companies wont handle state taxes,, but Tax Rise said they would. They needed to do gather info, and 2 weeks later on May 31, 2024, I paid an additional $1500 to proceed w/tax settlement. Over the course of the first six months, my personal tax portal disappeared from the Internet, so I couldnt get onto the site to see what they were doing with my Tax issue. I would call every few weeks to find out what was going on, and my representative ***** was either out sick, or it would take a long time for them to settle it; always a lie, an excuse, or a false promise. I called more and more frequently, until in October when they again told me that they were almost ready to settle, and left a message on my machine, that I decided this was fraudulent. NYS ***** of Finance was sending me frequent notices of what I owed, w/penalties and interest going up(a direct result of TaxRise delaying tactics. Ive had no information or contact w/Tax Rise since the Oct.2024 message. I finally gathered my courage and called NYS tax department, got in touch with the tax advocate, who helped me, I was able to reduce a significant portion of what I owed. Again, no help, info, or notices from Tax Rise whatsoever. Tax Rise has a guarantee that you get your money back if work is not done. I spoke to someone today, May 31 after paying all my state taxes thru the FREE Tax Advocate program.. I was disconnected once by ***** then called back again, and again disconnected. I stated request for guaranteed reimbursement, but got only 2 disconnects from Tax Rise. I cant get a refund from my Chase **** card, since purchase was over the 180 day limit to file. I think its only right that I be reimbursed for $2000, so I can put it towards the payment I had to pay today to settle NYState taxes owed.Thank you!JMDelahunt

  

  Business Response

  Date: 04/14/2025

  Hello **** ********,
  

  We appreciate you taking the time to share your concerns with us. We want to confirm that your cancellation and refund request was received on 3/31/25 and has since been forwarded to our ***************** team for review. Following that, a representative has made multiple attempts to reach you to discuss your case and next steps. We have also sent you a text message with a link to schedule a time that works best for you to speak with us directly. At this time, we have not yet received a response. We genuinely want to resolve this matter and ensure your concerns are addressed. We kindly ask that you schedule a time to speak with our team at your earliest convenience so we can move forward swiftly with a resolution.

  
  

• Initial Complaint

  Date:04/09/2025

  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 4/8/2015 **** ****** contacted me about help with tax relief. After asking a few questions he stated they could help me resolve my issue for $500. I advised him I was not comfortable paying the amount before checking out the company. He was very pushy for me to start the process and convince me to setup payment information for a partial payment before I ever actually agreed to the service. He then tried to get me to sign the agreement papers he emailed to me for the service in which I refused telling him I needed to look into the company first. It took over 30 minutes and me starting to loose my cool for him to stop pushing the sale and end the call.**** followed up today 4/9/2025 and I advised I did not want to use there service after reading threw BBB reports and contacting a few previous customers about there service and I was informed I had accepted there service with the $250 payment he convinced me to submit stating there was nothing I could do after making the payment. ***** this company or any company that pushes a hard sale service. $250 may not be much to them but it is to me. I will be uploading screenshots of the emails

  

  Business Response

  Date: 04/14/2025

  We appreciate Mr. ******** bringing this matter to our attention. To clarify, Mr. ****** did agree to submit a portion of his retainer during our initial conversation. Since that time, we have received his request for cancellation and a refund. A representative attempted to reach him earlier today to finalize the cancellation and initiate the refund process but was unsuccessful in making contact. We will continue our efforts to connect with him and encourage Mr. ******** to reach out at his earliest convenience so we can promptly resolve this matter and close out his case.

• 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.

  The company took a $500 payment to help me. Couldn't help me. And now they are calling and texting me that a payment is due. I called them to ask what payment since they weren't able to assist and she said they were able to assist and I refused. This was not the case at all. Do not waste your money with these folks. Set up a payment plan directly with the ***. At least you can expect the irs to be rude.

  

  Business Response

  Date: 04/08/2025

  We appreciate Mrs. ***** giving us the opportunity to clarify this situation. On 2/19/25, Mrs. ***** engaged our firm for a tax investigation and paid a retainer fee to initiate this service. Our team conducted a full review of her financial profile and provided the results on 3/7/25. After a thorough analysis of her income and expenses, it was determined that she was already enrolled in the most beneficial resolution available based on current *** guidelines and it would be best to remain on the payment program she was in. Although the contracted service was completed, a dispute was later filed on the payment. As a result, a balance appeared in our system, which triggered a notification about a pending payment. A representative spoke with Mrs. ***** on 4/1/25 to explain this in detail and inform her that we would be responding to the dispute in accordance with our signed service agreement. During that conversation, Mrs. ***** requested no further contact, and we have respected that request. However, we would welcome the opportunity to reconnect and work toward a positive solution. If she is open to further discussion, we encourage her to reach out at her convenience or respond to our reply here so we can revisit the matter together.