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:09/20/2023

  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.

  In May of 2022, we reached out to TRA about our tax situation with the **** We have submitted multiple forms and documents for review for them to help us with resolving the debt. Nothing has been resolved during this time. During this time, our account has also been switched to multiple account managers. When we call to see what has been done, no one seems to know anything because the previous person handling the account is not there anymore. We are very displeased with the service and countless times we have had to provide the same documentation over and over to try to get this resolved. We understand some things take time to resolve, but we still have not had any response on anything. We would like a full refund.

  

  Business Response

  Date: 09/26/2023

  Hello ***** and ******,
  
  We appreciate your business and fully understand the value of keeping lines of communication open with each client. All of our staff members are reminded of the importance of client communication, and we will use your feedback to further enhance staff training moving forward. We recognize that the process for requesting documentation and the number of Case Advocates assigned to your case have caused you frustration. To give you peace of mind, we make an effort to have a range of representatives who actively contribute to advancing client cases in a timely and efficient manner. If an explanation of why multiple staff members were involved in your case wasn't given to you, we truly apologize.
  
  Regarding the case status of your file, our tax specialists are thoroughly analyzing all the information in it to explore every possibility for you in order to decide the best course of action and give you a satisfactory resolution. We appreciate your patience since this can be a time-consuming process, and we would be happy to earn back your complete satisfaction.
  
  Sincerely,
  
  Client Care Team
  
  

  Customer Answer

  Date: 09/26/2023

  We have been with TRA for 16 months and have had multiple agents working on our account and not even being told that someone else has been given our file to work on.  We are very displeased with the effort of the company to communicate and to come to a resolution.  We would like a refund.

  

  Business Response

  Date: 10/06/2023

  Hello ***** and ******,
  
  Since your second submission, your Case Advocate and a member of management have discussed your concerns with you on two separate occasions. The team lead, ****************, is currently reviewing your file to conclude on your resolution options and to determine if you are eligible for a refund as previously agreed upon with you. We appreciate your patience and understanding while we work on this. If you have any questions or concerns, please do not hesitate to let us know. We are here to assist you in any way we can.
  
  Best regards,
  
  Client Care Team
  

• Initial Complaint

  Date:09/20/2023

  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.

  The original reason I contracted was to receive assistance in lifting wage garnishment from *******************. I was given a timeframe from ********************* of two months to have it lifted, maximum. This statement was made on August 15, 2023. I was rushed into obtaining a loan and paying high origination and interest fees. Later I spoke to *************************** who requested signatures and assured me someone would be in contact to have a plan prepared. No one has been assigned nor contacted me after more than 30 days.I have made numerous attempts to get a status update without avail. Since it is now more than obvious I will not get my wage garnishment lifted as promised, I expect a full refund.After speaking with customer service via ****************, I was told someone would look into my case, unwilling to provide a name or contact number. This request is for follow up and reference.

  

  Business Response

  Date: 09/27/2023

  Hello *******,
  
  The inaccurate time frame that *** have been initially given is unacceptable, and we apologize for any inconvenience or misunderstanding it *** have caused. We want to reassure you that our specialists are working hard to provide your case with a satisfactory outcome and assist you in finding the best way to resolve your wage garnishment. We are committed to assisting each client in having their tax situation resolved as soon as possible. Since submitting your request, you have spoken with your case advocate, ************, via telephone and received information about the next actions being done on your file. We are grateful for the opportunity to move forward and gain your full satisfaction. Please feel free to contact us if you have any further questions or concerns.
  
  Sincerely,
  
  Client Care Team
  
  

• Initial Complaint

  Date:09/19/2023

  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.

  The amount of money I paid the loan company and the business.

  

  Business Response

  Date: 09/22/2023

  Hello ******,
  
  In order for us to be able to effectively assist clients, we must have a clear understanding of the full issue at hand. We would love the opportunity to speak with you and gather any further information directly regarding this issue. According to our records, we have been awaiting a pending copy of your 2022 tax return in order to move forward with your OIC resolution. Please let us know as soon as possible if you have any questions or concerns. We look forward to working with you to resolve this matter. 
  
  Sincerely,
  
  Client Care Team
  

• Initial Complaint

  Date:09/18/2023

  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.

  This company came to us through a referral. The associate we dealt with lied and deceived us and then quit. We were told the loan was what the *** wanted to settle with us. That was a bold faced lie. The money we are paying currently is only for the inquiry into what we owe to the ***. We have continually tried to contact a supervisor and we have been getting the run around for months now. They say we will have a supervisor call you and then nothing.

  

  Business Response

  Date: 09/21/2023

  Hello *******,
  
  Since submitting your concerns, you have spoken directly with management. As explained, the loan is used to implement your resolution plan and does not directly contribute to your IRS tax debt. During the decision to move forward with resolution, we apologize if this wasn't clearly explained to you. We can reassure you that we are on track to getting you a satisfactory resolution that will help resolve your tax situation. We ask that you continue to work with us and allow sufficient time to gain your full satisfaction.
  
  Sincerely,
  
  Client Care Team
  
  

• Initial Complaint

  Date:09/14/2023

  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.

  During my free consultation, I was told that I could pay $795 to hire them to negotiate with the *** for me. When I was apprehensive about the high cost, I was told that if I decided not to use their services, there was a no-obligation refund. I was told two days later that it would be an additional $2500 to use their services. At this point, I requested a refund, before any decision was made on using their services. My refund request was refused. I will also be filing a fraud report. This is extremely immoral business practice.

  

  Business Response

  Date: 09/14/2023

  Hello *****,
  
  It appears that some misconceptions might have occurred. The retainer fee acts as a deposit while we determine the full extent of your tax situation. Phase two resolution, which involves a total service cost, can only begin after we obtain the required findings from phase one tax investigation. Please accept our apologies if this wasn't clear.
  
  We have been in touch with you since your submission, and we appreciate your cooperation in resolving this issue.
  
  Sincerely,
  
  Client Care Team
  
  

• Initial Complaint

  Date:09/13/2023

  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.

  Never filed documents they said they filed. I had to send documents myself directly to IRS as even though I sent them to TRA they couldnt or wouldnt send to IRS. My offer in compromise was rejected due to TRA not filing my 2022 taxes even though they had all information to do so and when they finally sent them to me to sign they were incorrect. Wrong address, wrong employment. When asking for refund was told they needed documents that had already been submitted and in fact were the same documents they needed to file amended taxes which I now know were never filed. Ive paid over $8000 to now have a tax lien filed against me.

  

  Business Response

  Date: 09/20/2023

  Hello ******,
  
  Since your submission, you have discussed your concerns directly with your Case Advocate. We apologize for any inconvenience or confusion you may have encountered in regard to your file and its progress. You can be assured that our top priority is to ensure that you get a satisfactory outcome from your case. It has been advised that your 2022 tax return was e-filed on 7/13/2023, and the tax preparation of your 2019 amended tax return is being expedited, and once the work has been completed, we will begin getting the lien resolved right away. Your patience and cooperation are greatly appreciated. Please do not hesitate to contact us if you have any additional questions or concerns.
  
  Sincerely,
  
  Client Care Team
  

• Initial Complaint

  Date:09/07/2023

  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 paid TRA $6200 back in July 2022 and they have done nothing to help reduce my debit with the *** instead they've cost me more in fees and penalties! They tried one time back in October 2022 but there info was wrong and was unable to submit to the *** I call them back in March of 2023 asking for a refund and they stated that they would fix the problem and get working on my case I haven't heard form them since!!

  

  Business Response

  Date: 09/14/2023

  Hello ******,
  
  In response to your submission, you have spoken directly with management and expressed your concerns. Our team understands that at this point you do not wish to have services completed in order to reach a resolution in your case. Your refund request has been escalated to our executive team to complete a thorough review; you should expect a refund decision call within 5-7 business days. Please do not hesitate to get in touch if you have any questions or if anything changes in regard to services moving forward.
  
  Sincerely,
  
  Client Care Team
  
  

  Customer Answer

  Date: 09/14/2023

  
  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:08/31/2023

  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.

  5/10/2022 I signed a tax form **** and hired Tax Relief Act registered by *********************** in ****** **********. I had a $25000.00 tax bill for 2020. Tax Relief Act Senior Settlement Agent ********************* ********** emailed back contracts. On phone conversations I was told that my taxes for 2020, 2021, 2022 would be filed and negotiated. i would have a use of a book keeper, accountant, tax preparer, and a tax negotiator. I paid $7000.00 in total. I sent $6125.00 on 6/6/2022. I was contacted by the tax preparer ************************* on August 29th and I submitted my 2020 taxes for review. My 2020 taxes were redone and submitted to the **** The *** has replied and started an audit on the Tax Audit 2020 filing in April 2023. Before the audit, I continued to submit all my bank reports to Tax Relief Act through 2022. In December 1, 2022, my book keeper, tax preparer, tax negotiator wer changed and reassigned to the company Tax Processing Solutions. I had to start again for 2021 tax filing. ********************* Case Advocate told me that negotiating my 2020 taxes would not start until 2021, 2022 taxes. I continued to send in bank statements, cancelled checks stubs, **** forms. I continued to do my business accounting and submitting my yearly 2020, 2021, 2022 spreadsheets. My taxes missed the 2023 filing deadline April 15. Through the year I made multiple phone calls and have copies of the multiple texts I sent. July 12, 2023 I received a phone call from ************************* that my 2022 taxes were almost ready for submission. Nothing was mentioned about 2021. April 7, 2023, I received an letter from the *** that an audit has started and $15020.00. Tax forms from 2020 were in review and a ****x was required. ****** did not reply to emails and phone calls about the audit. I had to go to H&R Block in ****, ** to fill out the ****x form requested by the **** I have not received any 2021, 2022 tax forms from Tax Processing Solutions.

  

  Business Response

  Date: 09/08/2023

  Hello *****,
  
  We understand that you may be concerned regarding your case. Your file has been forwarded to our executive team for a thorough evaluation. Please give the team another 24 to 48 business hours to complete the review. You will be contacted to provide you with clarity about your file and handle this matter with you directly.
  
  Sincerely,
  
  Client Care Team
  
  

  Customer Answer

  Date: 09/08/2023

  I received communication to submit form 433f a collection information form, a profit and loss statement and 3 pay statements for 2023. I have already filed taxes through H&R block as a business. I am mailing those tax filings to ***********************. In a phone call to ***********************, I was told that faxes could get lost by the document management department.  ****** in previous phone conversation told me that faxes and documents had to go through the document management department.  I have outstanding state and federal taxes of $52000.00 already filed with the federal government for 2020, 2021, 2022.  I hired Tax Relief Act/ Tax Processing Solutions to negotiate my debts and do my book keeping.   The IRS agents told me to contact BBB to complain since Tax Relief Act 2020 filing triggered an IRS audit.  

  If I fill 433f, how will my taxes be reduced for hardship?  Again after almost 2 years, I feel that i am turning over personal information with no resolution to my debt issues.  

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

  

  Business Response

  Date: 09/15/2023

  Hello *****,
  
  We truly appreciate your cooperation in resolving this matter. We sincerely apologize for any issues you experienced with your 2021 and 2022 tax returns. Our staff is working quickly to get you fully compliant in order to move forward with your full resolution and want you to know that we are moving in the right direction. Yesterday, you were able to speak directly with the Assistant Director of Resolutions to express your concerns. We have clarified the 433-F form directly with you and will mail it to you immediately. Additionally, we will fill in for ******** bookkeeping to substitute for 2021-2022. We value being able to demonstrate our dedication to you and regain complete satisfaction.
  
  Sincerely,
  
  Client Care Team
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  Since the contract's inception (with regret), I have participated in numerous unpleasant activities with various TRA representatives, aiming to resolve many issues, including nonresponsiveness to emails, texts, and through the client portal, to filing a complaint with the Better Business Bureau, which I (regrettably removed), giving TRA the benefit of the doubt. That was a mistake. Here are the unfortunate circumstances:Section 2. Scope of ************** Services 1. Tax Relief Advocates's representation of client will include and is limited to the following services: Tax Type: ******************* Agency(s): *** Period/Years: 2019, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011, 2010, 2009 N/A In Section 2. Scope of ************** Services: TRA did not "prepare, file, and negotiate a tax-compliant petition through a tax relief program with an Offer and Compromise" for any personal taxes for the abovementioned years. TRA will not have to file any personal taxes on my behalf for the tax periods described above because the *** intervened, and I paid the tax periods in total. ***** mentioned that the 2017 tax period is pending. This does not justify the amount TRA charged me.Section 4. Service Fees Client(s) agree to pay the fee stated below for services rendered by Tax Relief Advocates In Section 4. Service Fees:My original contractual fee with TRA is $15,095.00. The balance is $1,909.08. I have paid TRA $13,186.92. TRA did not render services as indicated in Section 2 of my contractual agreement. It is unethical to charge me to provide tax services for personal and business taxes, not complete 11 years of personal taxes, and charge me the original contractual amount (despite pending business taxes). I do not trust TRA and do not want to continue doing business with them. TRA has not performed any services since this contract's inception on April 11, 2022. I want a full refund and to terminate the contract.

  

  Business Response

  Date: 09/01/2023

  Hello *****,
  
  Our executive team has received your file and is carefully reviewing it. We want to reassure you that we are working swiftly to address all of your concerns and feedback. Please allow ***** business hours for executive review; after that, we will get in touch with you personally to discuss the matter. We are committed to regaining your satisfaction and implementing any necessary adjustments.
  
  Sincerely,
  
  Client Care Team
  
  

  Customer Answer

  Date: 09/08/2023

  On September 8, ****, I verbally communicated with ******* TRA about the issues I have repeatedly faced with TRA since 2021, including ***** emailing me why I needed access to my account with TRA (after I told her I could not access my account with TRA). 
  
  I explained to ******* that TRA has yet to file one tax return on my behalf since the inception of my contract with TRA in 2021. 
  
  I further explained to ******* that I had to pay the *** approximately 28k (the exact amount was $28,094.28 (Payoff #*********).  
  
  ******* requested proof of payment. I do not understand the request (but I agreed to email him proof of settlement). The only evidence I have is the signed closing document, which cannot be redacted or changed because of the electronic signature. Again, payment reflects $28,094.28 - payoff #*********). 
  
  I located *******'s email and will email him the payoff information without the closing document (as it is privileged information).
  
  Finally, I informed ******* that I will continue communicating via the BBB until I am refunded and the contract is null and void. 

  

  Business Response

  Date: 09/18/2023

  Hello *****,
  
  Since receiving your submission, we have put your account on temporary pause and stopped all billing. The pay off balance paperwork you forwarded to ** through email on September 14, 2023 has been thoroughly reviewed by our management staff. A voicemail asking for a callback to further discuss the next steps on your file should have been left for you today. We really appreciate your cooperation and efforts to address and resolve this issue.
  
  Sincerely,
  
  Client Care Team
  

  Customer Answer

  Date: 09/20/2023

  This is the complaint number on file with the BBB: ********. I wish to keep this case open until Tax Relief Advocates' executive team responds to and settles my complaint (per TRA's message herein from the BBB). Please reopen the case. Thank you *********************

  

  Business Response

  Date: 09/20/2023

  Hello *****,
  
  An attempt was made to get in touch with you to address this issue in more detail, you should have received a voicemail from our staff member ****************** with his direct contact information. Please call us back during business hours as soon as possible so that we can help you further and find a solution to this matter.
  
  Sincerely,
  
  Client Care Team
  

  Customer Answer

  Date: 09/21/2023

  I understand that ******* called me.  I will call him back to determine the direction of this case. Until there is resolution, this case will continue.

   

  Thank you

• Initial Complaint

  Date:08/28/2023

  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.

  This was a bait and switch situation. After I paid, and the company merely pulled my W2s, I was then told that in order for them to go any further, Id have to make a payment arrangement for $4,300.00 in order for them to proceed with filing my back taxes, and get a resolution from the **** I have made several attempts to contact the company and no one has responded to date.

  

  Business Response

  Date: 09/01/2023

  Hello ******,
  
  According to the review of your file, we have completed a Tax Investigation and provided you with the findings. For clarity, we could not have discussed the resolution cost without first finishing phase one of our tax investigation and having our tax experts prepare a resolution plan that saves you money. Our team is willing to further discuss affordable payment options in order to address your concerns about phase two resolution costs. A member of your assigned team will reach out directly to you in order to assist you in resolving this issue.
  
  Sincerely,
  
  Client Care Team
  
  

  Customer Answer

  Date: 09/08/2023

  
  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,
  
  ***********************