Complaints

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

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  Optima Tax Relief

  6 Hutton Centre Dr Ste 300 Santa Ana, CA 92707

  
• 

  Optima Tax Relief

  5530 W Chandler Blvd Scottsdale, AZ 85266

  
• 

  Optima Tax Relief

  450 N 54th St Chandler, AZ 85226-2528

  

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:10/04/2024

  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.

  Started services with Optima Tax Relief in February 2024 - started with an initial investigation - paid $295 for that portion; The agents provided an outline of what they would do in the more detailed investigation phase and I signed paper work for them to research the letter I had received from the ***, confirm that I do owe the money that is being billed, and find out if I could change or eliminate penalties/fees from being added to the overall amount due. I started to pay an installment plan of $319 a month for the plan that was recommended to me for my circumstances. My frustration began with inconsistent communication and delays in responses - sometimes up to two weeks - despite me calling and asking for a more expedited response. When I would ask to speak with a native English speaker (as the accents were sometimes too thick to understand), I was dismissed. Also, when I asked to speak with a manager - they would respond that there is no one designated as a manger on the team - that they could all help me with my questions. That was wrong - I did not get my questions answered. The investigation portion wrapped up and then they moved into the resolution phase - that was where things went even further off track. The agents were continuing to ask for documents that had already been provided and I was told that I would have a dedicated case manager that I could speak with - that changed again and I ended up being told that I was now assigned to another "team" and that any agent could help me. One of my specific requests was to find out if I could do an offer in compromise - I was told that I was a good candidate and that they would let me know. Approximately two weeks later - I called back and the team member advised that my request to seek an offer in compromise was rejected, but with no further explanation and no other offers to help other than to start the process again with more paperwork. It was at that time that I stopped services.

  

  Business Response

  Date: 10/11/2024

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We are reviewing the clients file and will soon reach out to the client to address their concerns. 
  

  Customer Answer

  Date: 10/11/2024

  Optima has not given me any evidence that they took my case seriously.  I was regularly dismissed when asking to speak with a manager and it took a week at a time for them to respond to my questions.  I am asking to have a partial refund for services as they did not do everything they said they would.

  

  Business Response

  Date: 10/21/2024

  Optima Tax had already been in discussions with the client. As per the client's request, we have moved forward with the cancellation of her case. 

  Customer Answer

  Date: 10/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I find that this resolution is unsatisfactory to me, it is apparent that I have no further recourse.  I am thoroughly disappointed in Optima and its actions. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:10/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Alex at Optima Tax and explained that I needed both my federal and state taxes completed. He assured me that for $10,000, they would handle everything—state and federal taxes included. I made an initial down payment of over $2,000 to get the process started. However, I was unaware that I would need to provide all of my W-4s, which I mentioned I might not have. Alex assured me that this wouldn’t be an issue. Once they received the $2,000, they began the paperwork. I was under the impression that they would cover all the necessary years for both federal and state taxes. But after the first payment, Optima Tax informed me that they only handle federal taxes going back five years. When I inquired about state taxes, they initially claimed they didn’t handle them. Alex reassured me that they did, and my contract stated that both state and federal taxes were included. Months later, when I followed up on my state taxes, they repeated that they didn’t handle state taxes but said they would do it as a courtesy. I made another payment, but once again, they told me they didn’t handle state taxes. This back-and-forth with Alex continued for nine months. After paying a total of $10,000, I became frustrated, and they eventually stopped responding to my emails and phone calls.

  

  Business Response

  Date: 10/09/2024

  At Optima Tax we strive to uphold the philosophy that “clients come first” and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We are reviewing the client’s file and will soon reach out to the client to address their concerns. 
  

  Customer Answer

  Date: 10/10/2024

  no I'm not satisfied with their response the response said nothing about doing the job I hired them to do they have refused to do my state taxes and they did nothing about Federal Optima tax or nothing but thieves I have a court date to take him to small claims. I want my money back

  

  Business Response

  Date: 11/14/2024

  Optima Tax management reached out to the client to address the concerns stated in their complaint.  Contact attempts were made on 11/6, 11/7, 11/8, 11/12 and 11/13.  Optima Tax will continue to reach out to the client and will maintain open lines of communication until a mutual agreement is reached. 
  
  At Optima Tax we strive to uphold the philosophy that “clients come first” and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. 
  

  Customer Answer

  Date: 11/17/2024

  It is correct that they have recently begun contacting me, but only after significant effort on my part to hear from them. Despite their outreach, they have not provided a satisfactory resolution. They offered me $3,000 to handle the federal portion and consider the matter settled. However, I do not accept this offer, as the original agreement was to address both federal and state matters as far back as necessary. I was reassured multiple times over the phone that this would be fully addressed whenever I raised this concern.

  

  Business Response

  Date: 11/29/2024

  Optima Tax has made several attempts to reach out to the client to address his concerns. All lines of communication will remain open until a mutual agreement is reached. 

• Initial Complaint

  Date:09/26/2024

  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.

  When I signed up with Optima, I was informed that our (i) taxes would be amended to obtain waiver for penalties and interest assessed against us, (ii) look into programs that we would qualify for, or (iii) if there is any way penalties and interest could be waived to lower federal taxes owed with *********************** (***). I provided copies of the tax returns requested and was informed that there was no need to amend our taxes as we do not qualify for any waivers or programs. At this point, we should have been informed that there was nothing that Optima could do for us, and whatever installment agreements are to be made with the **** could be done on our own.I also requested any correspondence sent to Optima, on our behalf, from the ***. We never received any copies of correspondence. I also requested about the total outstanding balance a few times, but was never provided that information.Sometime last March 2024 (see attached letter for your reference), I received a notice from the *** stating that during Covid, the *** has suspended communications with tax payers regarding any delinquencies, and provided options with respect to the balance owed.I decided to contact the *** to discuss the above mentioned letter and to see if I could make arrangements with the *** for a penalty relief and for an installment agreement to pay off amounts owed.I was able to obtain a penalty relief for the tax year 2017, which lowered our outstanding balance immediately to $79,583.38. The above is what I was lead to believe would be the result of working with Optima. Therefore, I am requesting that fees paid to Optima be returned to me immediately. I started contacting Optima for a refund in April 2024 about my request for a refund. I have made several follow *** via telephone and email, but have not received a definitive response.

  

  Business Response

  Date: 10/01/2024

  Optima Tax has reached out  to the client and will keep open lines of communication until a mutual agreement is reached. At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. Optima Tax will continue their efforts until this matter is resolved. Please do not hesitate to contact Optima Tax with any questions. Thank you. 

• Initial Complaint

  Date:09/26/2024

  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.

  In April 2024, I enlisted the services of Optimatax to resolve my overdue taxes, paying over $1600 for their assistance. Despite this, after six months, my case remained unresolved. I made numerous calls, requesting to speak to a manager, only to be reassured that my case was being handled and that my submitted documents were under review by a power of attorney. During this time, I repeatedly received notices from the **** warning me of substantial penalties if my taxes remained unpaid. When I contacted Optimatax again to express my concerns, they advised me to ignore these IRS notices. As a result of their negligence, the *** took action, and now 25% of my paycheck is being garnished. Each time I called Optimatax for managerial assistance, no one was conveniently available. Based on this experience, I strongly advise against using Optimataxs services. They operate like a scam.

  

  Business Response

  Date: 09/30/2024

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We are reviewing the clients file and will soon reach out to the client to address their concerns. 

  Customer Answer

  Date: 09/30/2024

  somebody already contacted me. They told me theyd compensate me $100. This is absolutely not acceptable. 

  

  Business Response

  Date: 10/01/2024

  Optima ************** immediately reached out to the client to address the concerns stated in their complaint and are happy to report that we have come to a mutual agreement. Although it is not typical for us to offer refunds outside of our cancellation period, a generous courtesy refund was offered.  The client has accepted our offer. 

• Initial Complaint

  Date:09/25/2024

  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 to then to enter one of the programs they were offering to relieve my debt with the *** only to find out 10months later they have done nothing l still owe lRS the same amount and interest from the start of the this journey. Now l feel scammed.

  

  Business Response

  Date: 09/26/2024

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We are reviewing the clients file and will soon reach out to the client to address their concerns. 
  

  Customer Answer

  Date: 09/26/2024

  
  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:09/18/2024

  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 pressured me to move forward with tax relief services through them, once I agreed they basically did nothing with my file for 3 months. Often when I called they were rude and gave me the run around as to why my file wasn't moving forward in process. I told them i wanted to cancel my services and get a refund so I can pay a local tax relief company and they told me they would refund $100 out of $1500. I asked for $1000 instead of $1500 and the best they said they can do is $400.. All they've done so far is looked at my documents they have not started communicating with the *** yet on my behalf three months. They sent me a document to sign for a $400 refund and it specifically requires me not to complain about the treatment I received online. Meaning I cant complain to the BBB about my experience in order to get a refund. I have not signed this agreement yet as I feel its very shady that they would make me contractually agree not to complain about them in order for me to receive my refund. I attached the agreement for you to see what I'm talking about. Never in my life have I ever had a company make it this difficult for me to get my money back. No company should make their customers sign an agreement not to complain about their services. They're literally robbing people and trying to keep their victims silent,

  

  Business Response

  Date: 09/24/2024

  Optima ************** immediately reached out to the client to address the concerns stated in their complaint and are happy to report that we have come to a mutual agreement. Although it is not typical for us to offer refunds outside of our cancellation period, a generous courtesy refund was offered.  The client has accepted our offer

  Customer Answer

  Date: 09/25/2024

  Hello, 

   

  They told me I had to sign that or my ability to get any money back at all would be void. I am not satisfied with a $400 refund, when they charged me $1500 to do NOTHING with my case and give me the run around for 3 months. On top of that I was informed by the BBB the it is an FTC violation to require someone to sign a document saying they wont complain about the service received in order to get a refund. Optima you're breaking the law and trying to silence your victims in order to keep getting more. I want 100% of my money back, this isn't right and you know it. 

  

  Business Response

  Date: 10/04/2024

  As was stated in our recent correspondence, we have reached a mutual agreement. The Client has forwarded an email to us that he sent to BBB on 9/23, reiterating that he has accepted a courtesy refund.

  Customer Answer

  Date: 10/07/2024

  The only reason I accepted the response is because they told me if i didn't I wouldn't get anything back and I had a limited time to do so. I want 100% of my money back not 1/3. I'm not stopping this complaint until my money is refunded. 

• Initial Complaint

  Date:09/15/2024

  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.

  We filed an original complain in 2021 (#********), and there has yet to be an acceptable resolution. We have been waiting for a resolution, and there has been no response. Since 2019, we have been unable to obtain an acceptable refund from OptimaTax for very poor services. We hired and paid in full in 2019 and 2020 to assist us resolve our Federal tax situation with the ***. After collection of our money, OptimaTax failed to provide us with regular updates, didn't answer our questions, and never allowed us to talk to a tax attorney. This is a brief summary of our original complaint. They charged us an exorbitant fee, did not provide any communication or services, and refuse to refund us. This is criminal. See prior claim for supporting documents.

  

  Business Response

  Date: 09/27/2024

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We are reviewing the clients file and will soon reach out to the client to address their concerns. 
  

• Initial Complaint

  Date:09/14/2024

  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.

  We made Optima aware of our TOTAL tax debt concern and the specific tax years with the initial call.Since the initial call, Optima has missed multiple appointments that they scheduled. I scheduled a call on the portal since we had no update and didnt receive that call back either. After multiple attempts, we would reach a representative from Team 225, and again be reassured that they were working with the *** and digging deeper into the case with each phase, calling them the Investigation Phase and Resolution Phase. This repeat cycle of Optima missing appointments went on from March to August, but in the meantime, they were still collecting our on-time payments. By the time we finally received what was supposed to be a Resolution Call, the Team 225 representative provided no additional information from what we gave them AND didnt even have the total debt amount or the specific years that was of concern for us. Even with inaccurate information, Optima returned with a payment plan higher than what we already had established with the ***. I asked Optima why they didnt have current information from the *** and asked when Optima spoke with the ***. Team 225 representative had the audacity to say they didnt speak with the *** and that they just pull public information that we can pull ourselves. I was in total shock with his response and lack of concern. Optima did no real investigation, did not actually work with the ***, and came back with invalid information. We decided to cancel our services and request a refund. When we received the call from the *********************** we were told as a courtesy they would refund a tiny portion of what we paid. I was insulted by this response. Unacceptable for a company that did no research or investigation at all. I recommend working directly with the *** because Optimas quality of work, lack of concern, and lack of effort is not worth your hard-earned money. We deserve a full refund.

  

  Business Response

  Date: 09/19/2024

  Optima Tax had already been in discussions with the client to address the concerns stated in their complaint.  All lines of communication will remain open until a mutual agreement is reached. 

  Customer Answer

  Date: 09/19/2024

  I am unsatisfied with Optima's response and they have not reached out again since the last conversation.  Optima did nothing they were supposed to do and only used the information we provided.  We deserve a full refund or at least 75%.  

  

  Business Response

  Date: 09/24/2024

  Optima Tax was unable to reach a mutual agreement with the client.  Our courtesy offer will remain on the table should the client wish to accept. 

  Customer Answer

  Date: 09/28/2024

  We do not accept Optima's response and offer.  Optima is supposed to reach out again after the conversation we had on 09/27/2024.

• Initial Complaint

  Date:09/11/2024

  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.

  The company target black and disenfranchise communities.make it seem as they are help making you wait several months before giving a resolution. After the many months of anguish they ask you to pay 3500 to them. Once paid money was then told it didnt reduce the debt at all. They make payment plan. I was seeking a refund .because I was ultimately able to set up Payment Plan with IRS myself.

  

  Business Response

  Date: 09/18/2024

  Optima Tax will reach out to the client to address their concerns. 

• Initial Complaint

  Date:09/09/2024

  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.

  ON MARCH 7 ***** WE RECEIVED A LETTER FROM THE *** ASKING FOR A PENALTY OF $ ********* ON 6/30/24 WE CALLED OPTIMA TAX SO THEY COULD HELP US WE PAID THEM THE ORIGINAL FEE OF $ ****** ON 7/8/24 THEY ASKED US FOR $ ******** FOR THEM TO GO FORWARD WIYH THE INVESTIGATION, WE SENT THE AMOUNT REQUESTED SAME DAY 10 DAYS LATER THEY SAID WE NEVER PAID AND SENT THEM COPY OF PAYMENT AFTER 3 DAYS THEY COMFIRMED THEY HAVE IT.******************* SAID WE WOULD GET A CALL FROM RESOLUTION DEPARTMENT AND WE NEVER DID. ON 7/29/24 WE RECEIVED A LETTER FROM THE *** TELLING US WE DID NOT OWE THE MONEY EVERYTHING WAS CLEARED UP.CALLED OPTIMA SAME DAY AND WAS TOLD WE ARE INTITLE TO REFUND AND WOULD GET BACK TO US ON 9/4/24 AND NOW REFUSE TO REFUND MONEY SAYING THE 15 DAYS CANCELLATION PERIOD WAS OVER AFTER THEY DRAG IT ON ON PURPUSE.

  

  Business Response

  Date: 09/16/2024

  Optima Tax has reached out  to the client and will keep open lines of communication until a mutual agreement is reached.  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. Optima Tax will continue their efforts until this matter is resolved. Please do not hesitate to contact Optima Tax with any questions. Thank you.