ComplaintsforInterSearch Tax Solutions, Inc.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  After realizing that, while advertised as separate businesses, many of the tax extension websites all belonged to the same company (InterSearch Tax Solutions) I settled on Taxextension.org website operated by InterSearch who also operates freetaxextension.com, taxextension.com and likely others utilizing same false advertising. As shown in attached pictures, Taxextension.org site (as well as others mentioned) advertises that service includes "premium live chat support" "dedicated live agent support team" and "state tax extensions included with eFile." I began the process but when it came time to pay, observed they wanted an extra $5 for state extension causing me to consider free print and mail. The next day I received promo code CHECK for 25% off and decided to go ahead with eFile based on discount, inclusion of state extension, and live support. Used paypal to complete transaction which after entering info will send you back to site to enter promo codes and finalize transaction. Upon entering info on paypal, transaction was completed without finalization. I went through process again with my son's info (with permission) to see if there was an option to enter promo code and never observed one. Attempted to contact "live support" but option could not be found. In the upper right there is link for "support" which only allows for a search of help articles, none of which include any option to contact live support. The only option available is to submit an inquiry through email which I did and have only received confirmation of ticket submission. This causes me to believe the promo code, advertising state extension as being included with eFile, and live support as false advertising (bait and switch) which were the reasons I choose the service. While not as egregious, they also continue to show an A+ BBB rating when in actuality they hold an A- rating. Numerous prior complaints complain of similar behavior.

  

  Business response

  05/14/2024

  Hi *****,

  
  

  I am following up on your email regarding the complaint filed by ******************* regarding his inquiry on utilizing our coupon code provided for a discount on his tax extension.  We dont show an email inquiry from Will on our support platform using the email address provided (*********************).   We do have instructions on how to use/apply a coupon code for our clients, via our knowledgeable (see attached).  We have refunded ***** entire extension fee, for both the federal and state extension fees (see attached).  

  
  

  I hope this helps.  Please let me know if you need any additional information.

  
  

  Best,

   

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

  InterSearch Tax Solutions.

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

  Customer response

  05/15/2024

   
  Complaint: 21583356
  
  I am rejecting this response because:

  I've seen the exact response from this business with several other complaints. I did contact you and the screenshot from this email shows conformation you received my inquiry. The fact that the only way for me to contact the business is through email further proves the that the advertisement of "live agent" customer service is absolutely false and misleading. Your system generated an automatic response to my inquiry and that is the only reply I received. I will not be satisfied until the business ceases and desists from false advertising. As I stated before, the only reason I choose the service was for the live agent support.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Filed a tax extension through File Later, an ***-approved vendor. I was notified of an issue with what was filed, and the *** assessed me a $2640 charge. I was on the phone with the *** waiting for over two hours, and when I spoke to someone, they said I had to go through File Later because they did not attach the correct form. I contacted File Later via chat and email multiple times over the last several days, and NO ONE HAS CONTACTED ME! No emails, phone calls, etc... This matter has to be settled by the end of October 2023. I need someone to contact me so we can resolve this matter or I will file a lawsuit. I can be reached at ************ or ***********************

  

  Business response

  11/13/2023

  Hello,

  Please see the attached correspondence from ***************************** and our customer support representative.  We replied to ******** with a copy of the email notification we sent him including the *** submission and acceptance notification, which is the information he was requesting.  

  Please let us know if you need any additional information.

  Regards,

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

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. They didn't provide me with the form they submitted on my request. Seriously not a good company on timely follow through.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed my extension for taxes and needed to file for another state which their website specifically says that you can. I looked up through support how to do an additional state but how it is explained is not an option on their website, its misleading and false information. I then sent an email to the support email and received a response saying they don't do that even though their website clearly states they do. They do not list a phone number except on the BBB website but when you call that number it goes straight to a voicemail. I don't believe this is a real business that does anything to help with your tax situation. There isn't anyone to answer any questions or concerns. Even the email response was generic. Don't spend your money here. I am seeking to get my $34.95 back. Confirmation number 4868-22-2304121722-460590

  

  Business response

  04/27/2023

  We promptly refunded the customer their full federal ($29.95) and state ($5) extension fee on 4/13/23, the day after they filed their extension. We did have some technical issues with a handful of customers who were looking for multiple state extensions, something we've offered in past tax seasons, that were unable to access a second state extension. We apologize to the customer for the inconvenience. 

  Customer response

  04/27/2023

  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

  02/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This advertiser on ****** misleads people for claiming they will file a tax extension (about 4 lines *** form) for year 2022. After filling out an extensive form (longer than the *** form!) they demand $29.95. Total hoodwinker's.They should be reported to ****** for malpractice

  

  Business response

  02/21/2023

  It seems that the customer's primary complaint is that he was surprised that there is a charge for our service, where we electronically file *** Form **** with the *** on behalf of taxpayers. The customer is correct that any taxpayer can fill out a paper form and mail it to the *** at no cost (which is the case with virtually every for the *** has) but to receive an electronic acknowledgment and approval from the ***, you must electronically file the form through an *** Approved eFile Provider, such as ourselves. We only ask taxpayers to provide information that the *** doesn't require in rare instances, such as a phone number email address to communicate with the taxpayer.

  We're sorry that the customer was surprised and not satisfied with our service and have taken the liberty of electronically filing the extension with the *** that he prepared on our platform, at no cost to the customer. That extension has now been accepted and Approved by the *** and the customer's Form **** is now due by Oct 16th. Customer has been notified by email that their extension was approved by the *** (something taxpayers are never notified of when they file a paper Form ****).

  We hope this is a satisfactory resolution and regret any misunderstanding or confusion we may have caused. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I used tax extension to do my tax returns. I used them the following year with no problems. I have paid all of my billing, so there's no issue there. In October when my tax returns were ready I couldn't log into my account. I showed you the dates and the amount of times I tried contacting their support. I can show you the body of the email if you want. They won't get back to me or help in resolving this issue. My tax returns were due in Oct and it's now 2023 and they haven't returned any response. I kept thinking that they were working on the problem but time kept going forward with no response.I just want them to resolve this issue and get this completed. I now wonder if anybody else is going through this with them. They don't have a phone number listed anywhere so I couldn't contact them that way. I am concerned about this company.Thank you for your help,***************************

  

  Business response

  04/28/2023

  I just spoke to ******************** on the phone and are working to resolve his issue. Ill keep you posted on how things turn out but thank you for reaching out.
  
   
  Regards,
  
  ***********************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I filed for a Tax extension on 04/10/2022, with this company. I paid $29.95.I received an confirmation email, which claimed I could log in and view my extension documents. But I can not. I can log in, but the site doesnt show my documents or that I have filed and paid for them. I have exhausted all efforts to contact this company. I am afraid that I have been scammed. The Tax Exemption Confirmation number is - 4868-21-2204110002-275799.

  

  Business response

  05/09/2022

  Hi - we're not sure why the customer is having difficulty in accessing their account. We don't show any password reset requests or any failed log ins so it's possible that she doesn't have the correct URL to access her account (https://free.taxextension.com). We have reset her password and sent the customer an email explaining how to access her account. I have copied and pasted the email we have sent her below and we have refunded the $29.95 fee we charged her.

  Hopefully that is satisfactory.

  Regards,

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

   

  Dear Laurel,
  
  I understand that you're having trouble accessing your account. Please go to: https://free.taxextension.com and log in using this email address. 
   
  I have reset your password to: XXXXXXXX.  Be sure to reset the password to your own once you have logged into your account in
   
  Our apologies for the inconvenience. Thank you, we appreciate your business.
   
  
  Regards,
  ***
  Tax Support

*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. ↩