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

  450 N 54th St Chandler, AZ 85226-2528

  
• 

  Optima Tax Relief

  5530 W Chandler Blvd Scottsdale, AZ 85266

  

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:04/04/2024

  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 paid back in November off 2022 to get my back taxes resolve by this agency and I havent gotten no resolution since then and now they are giving me the run around and Im getting letters with **** notices. No calls no nothing. I paid lump some to them a year and a half ago

  

  Business Response

  Date: 04/18/2024

  Optima Tax has reached out to the client and will keep open lines of communication until a mutual agreement is reached. Client has appointment scheduled to speak to our executive review board on 4/29/2024 at 2:00PM with agent *************************

  Customer Answer

  Date: 04/18/2024

  I spoke to an agent that had me on hold while getting someone from the 125 team that had an assigned case worker on my case. And he and I were on hold for an hour trying to get a case worker to tell me what is going on with my case. For over a year and a half Ive been ignored. They say an ********* will call no call. They gave me several different names that assigned to my case and never call. I have no way of knowing anything. They arent professional. I want case handled correctly and its about time.

  

  Business Response

  Date: 04/26/2024

  Optima Tax has reached out to the client and will keep open lines of communication until a mutual agreement is reached.

  Customer Answer

  Date: 04/30/2024

  I spoke to a representative with optima and there resolution is they cant help. Over a year and half went by with a ***** case I submitted to them now interest has accumulated and now its 11, 000 and these people were not supposed to let that happen and now they want to say I have to pay that back with no help from them. That was the point of calling them in the first place and now I have to pay more because of this company. That wasnt fair. Im truly hurt!

• Initial Complaint

  Date:04/04/2024

  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.

  Took my $3500 payment to resolve my tax problem. Then didnt contact me for 6 months. When I contacted them they informed me they couldnt fix my problem as promised, and refused my refund.

  

  Business Response

  Date: 04/17/2024

  Ultimately, Optima's services were rendered in full as outlined in our service agreement.  Despite completing services, with no error or wrongdoing on Optima's part, a courtesy refund was offered to the client.  Optima Tax regrets that we were unable to reach a mutually agreeable resolution in this matter.

• Initial Complaint

  Date:04/03/2024

  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 called Optima Tac Relief on February 27, 2024. I spoke with Sr. *** **************** Lead *****************************. ************. Fax ************. I was only inquiring about their tax relief program. She went over their process and the cost. I explained to her that financially I was not in a position to start the program and I was unsure if at all when I would be able to participate because the cost is expensive and Im in a financial crisis. She was pushy about taking my information over the phone but she assured me that she would not do anything with my profile until she reached back out to me to get the green light. She never called me and the next thing I know on March 28th a month after our conversation my account was debited for $295. I never created an account via the email I was sent February 27, 2024 requesting I do so. I did not send in any documents nor did I submit a *** Information Authorization IRS form 8821 or give Client Agreement Payment Authorization. I never got a refund to date. I keep getting the run around. My name is ******************************* ************ *********************

  

  Business Response

  Date: 04/17/2024

  Optima Tax had already been in discussions with the client in an effort to address the concerns stated in their complaint. Client's payment has been voided.  Optima Tax believes it has addressed the clients concerns appropriately and considers the matter fully resolved. Please do not hesitate to contact Optima Tax with any questions.

• Initial Complaint

  Date:04/03/2024

  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 October 2023 I reached out to Optima Tax Relief in an attempt to resolve unfiled taxes with the *** for several years. The payment amount to Optima was over $6,000 and was sent in full. The agreement was for collection protection services, tax preparation, and resolution setup. I sent over all required documents and they did prepare the taxes for me to sign and send back. I was told that I would receive the finished taxes with preparer signature through the mail but this never happened. In January they switched me teams to work on the resolution and collection protection. Since then I have not heard from them and have called several times. In March I began to receive notices from the *** for collection. When I have called I got through to an operator who could see my previous calls and on several occasions tried to connect me to my team with no success. A message was left for my team but I never received a call back. I used the "Contact Us" section of the portal to send a message as well. The portal also has an ******************** that used to allow me to schedule a date and time to meet with a team member but since January this section of the portal no longer gives me this option. I need to file 2023 taxes and have yet to receive the finalized tax documents nor has the resolution and collection protection services been provided to me that I paid for in advance. I am very unsatisfied with this lack of communication and follow up. I have seen several complaints through the BBB for Optima that seem to mirror my complaint and this does not seem to fit the A+ rating that has been assigned to this business. I am still looking to get this resolved with the *** and am just asking that Optima Tax Relief follow through on their original commitments.

  

  Business Response

  Date: 04/09/2024

  Optima ************** will reach out to the Client to address their complaint. All lines of communication will remain open until a mutual agreement is reached. 

• Initial Complaint

  Date:04/02/2024

  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.

  Nothing but problems since day 1. They sent me an email I had to docusign within 4 hours , immediately I called them as there junk portal never seems to work. They said if I dont sign within the 4 hours I would have to print and sign and send in myself. I couldnt even print out any documents. I have told them I cant get into they are requesting thru the portal many times . I have paid over 8k and they either hang up on me , disconnect the line or send me to an appt with a voice recording. Then they say you have to pay us to talk to someone about my case. Just again today I got someone on the line and they just disconnected the line. They have done this multiple times . They will not return calls either . I dont know what to do anymore and I want all my money back

  

  Business Response

  Date: 04/09/2024

  Optima ************** will  reach out to the client to address the concerns stated in their complaint. Optima Tax will continue to reach out to the client and will maintain open lines of communication until a mutual agreement is reached

• Initial Complaint

  Date:04/02/2024

  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.

  In October 2020 i contacted Optima Tax Relief due to two years of taxes owed the **** After consulting with them they required a deposit of $495.00 followed by a request to pay additional $1500.00 in Nov 20th 2020. I complied with all request for documents and proof of income and filed any and all unfiled tax returns to bring everything in compliance. They continued to withdraw funds monthly from a credit card I provided. These payments continued thru May of 2021 . I was asking for a resolution with the *** and when everything was in place thart they asked for .I was placed in a waitng status signing a power of attorney for them to deal directly with the *** on my behalf. . On 4-11-22 I submitted the *** and was told that it would be 7-10 days to complete the review 5-20-22 they asked for more documents .These document had been provided a month earlier on 6/30 -22 At this point i was shuffled around from person to person as i continued to ask for them to start the offer in compromise with the **** That year my husband and i were both suffering from ***** and lingering effects to follow. I did not have the time to continue to pursue them when they kept avoiding my questions about a compromise with **** On March 7th 2024, I sent a letter by certified mail addressed to CEO, *******************.. Mail was signed on March 18th. I requested a full refund for services not provided. I have not received a response by mail or phone from Optima . I intend to pursue a legal course of action if we can not resolve this situation.. My debt to the *** his increased .With the money i paid Optima that could have been resolved by now. .

  

  Business Response

  Date: 04/09/2024

  Optima ************** will reach out to the client to address their concerns. We have not yet managed to make contact. 

  
   

• Initial Complaint

  Date:04/01/2024

  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.

  9/21/22 requested service. It was a simple amendment to do. They claim to do it and to talk to irs for me it would cost 6k to do. Advised me to not call IRS let them handle. Big mistake advising me per IRS. ******* and repeatedly asked for same documents for a year I blew up they refunded 800. And said they would do the amendment. Asked for updates a copy of what is being done for the money. Wouldnt supply anything. Asked for documentation that I never even owned (Florida properties) incompetence I told them six months ago I got a letter from irs nothing done or not even a call to irs to check by them in meantime IRS send me a property seize letter for not contacting them for last three yrs of nothing resolved. I call irs and they inform me to not ever not call them this can be handled by me now on phone with them and the reason of optima appealing currently and doing another one year wait on amendment is because the incompetent people used a now amendment form they should have experience and know if they were cos and lawyers to use a approved IRS form for amendments. The bait and switch not just of myself but the thousand of complaints by googling is enough! They took my life savings I had and I am now resolving my own issue on correct forms with IRS. I want my money back for this scam they pull. I will be making a complaint on BBB too for supporting this if you all dont quit allowing this owner to keep using you name on their radio adds and stop rewarding him with awards that are LIE based. I will find out if ******************* still sits on your Board as well.

  

  Business Response

  Date: 04/09/2024

  Optima Tax had already been in discussions with the client. All lines of communication remain open should the Client wish to discuss further. 

  Customer Answer

  Date: 04/09/2024

  They are not working with me nor is there open communication. They declined a refund and either I let them keep causing more problems as they have caused or thats it. That is not I working with me and its a same response to all they give who catches them in lies and damages of bad errors. their offer is to extend another year amend again, after they used improper forms to main focus of job!   Seeing what they have done to me and how worse off I am now then hiring their service by BBB reviews im out of life savings for non legitimate service that any, tax worker knows what forms to use to the **** They know their service was ineffective and not timely, caused me more stress of my life including financially. Any legitimate business would refund of not getting what I paid for and worse off! It was not complicated amendment - any legitimate company with tax cpa or tax attorneys employed as said would know What forms to use. they didnt.  I fixed my amendment in 15 min with ****  they know the errors they caused and damages of my refund loss and properties seized on their advise to not call **** Their open communication is i keep them to do my amendment again they clearly dont know forms to use.  Bait and switch is illegal and a crime.  Only communication I have is a full fair refund or settled amount! They declined. No communication is open. Its a lie!  NO services given as promised on hiring them. , in their multiple errors as tax professionals would know what forms to IRS taxes. it cost me nothing to fix myself.  the one call I made to IRS recently. years for them to fix and couldnt!  they make this worse off on me. I would think that any reasonable person would clearly understand why I will not ever let this company touch or continue my taxes.

  

  Business Response

  Date: 04/18/2024

  Optima Tax has reached out to the client upon receiving the complaint and made good-faith attempts to reach a mutual agreement. Unfortunately, we were not able to come to an agreement with the client.   Although it is not typical for us to offer refunds outside of our cancellation period, a generous courtesy refund was offered.  

  Customer Answer

  Date: 04/19/2024

  This is a complete lie in their response. Please a copy of your support of this occurring that you sent me a copy of  offering me a generous courtesy refund outside of the cancellation. I have never heard of such a thing by you.  

  Optima Tax Relief response: They reached out to the client upon receiving the complaint and made good-faith attempts to reach a mutual agreement. Unfortunately, we were not able to come to an agreement with the client.   Although it is not typical for us to offer refunds outside of our cancellation period, a generous courtesy refund was offered.
  

  This is Absolutely untrue, unsupported, and a complete fabricated, dishonest answer. I I am again requesting your documentation to support your response

• Initial Complaint

  Date:04/01/2024

  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 hired them to address my tax issue for tax year 2020 and 2021. The initial two stages, of consultation and investigation, showed hopeful outcomes and they were quick to answer any questions I had. However, the final stage has been a nightmare. I have called repeatedly and can never speak to anyone that has any answers. I am told someone will call me back and yet no one ever does. They set appointments up to be called and then no one call, causing me to waste time waiting by the phone so I don't miss my appointment. When I call back they are never available to speak to. If they are that busy they should hire more people and they should definitely have a manager or supervisor available to take complaints. Despite paying them $3,090, I've gotten no where. Optima Tax Relief, after a year, they failed to deliver on their assurances, except taking my money. My case is still open but I have no idea where my case stands. They were also supposed to file my 2022 taxes for me and here I am in 2024 with no tax returns completed for 2022and I can't file 2023 without them. I just need some help and I don't seem to be getting it.

  

  Business Response

  Date: 04/25/2024

  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. Our team is currently reviewing your case and will be making contact with client to address compliant. 

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2022. I contracted with Optimum Tax Relief to try and reduce my taxes that I owed The **** I made 6 payments totalling over Five thousand dollars. It is now April 2024. I have not yet seen any relief. As a matter of fact. My taxes have increased over 14 thousand dollars. The group that was assigned to my case was 225. I've been waiting for someone to call. Every time I call. No one from 225 is available. The customer reps tell me they will leave a message and that I will be contacted within 48 hours. I've not been contacted back. I can't get any answers to what's going on. I look at my *** account. It states that I owe 34 thousand dollars and a chance of further action if I don't pay. As of December 2021. I am a disabled kidney dialysis patient on a fixed income. If I had known this would happen a year and a half later. I surely would not have contracted with them. They tell you what they can do . But. In my case they didn't do nothing but made it worse. I've asked for my money back twice now. The first time back in December 2023. I was falsely assured that they could handle my case. It has not materialized and I calling The *** in the morning. I ll try and handle it myself.

  

  Business Response

  Date: 04/25/2024

  Optima Tax has reached out to the client and will keep open lines of communication until a mutual agreement is reached.

  Customer Answer

  Date: 04/25/2024

  The their response was they will keep open the lines of communication. Their  client relations specialist ************; ******* called me.She says that the refund department will contact me. As of today I have not received anything from the refund department .. I'm in a position now that I have to employ a tax accountant to handle my case  Optimum Tax has totally screwed up my tax situation. On top of that someone filed my 2023 taxes . It wasn't me and they say it wasn't them. The *** says that someone probably committed identity theft. Someone filed my taxes electronically and then sent a paper return. The *** denied the return both times. They couldn't tell me all the information on the returns. But. They told me that the address on the return was not my address. There was similarities from the 2022 return that Optimum did and the identity theft 2023 return. My tax debt has risen about ***** dollars in a year and a half since. I contracted with Optimum Tax. I have to try and handle this situation. The money I paid them to help me. I really would like that' money back so I can try and satisfy the *** . I don't know what their group 225 that was in charge of my case. But. They didn't do what they applied the could do. They took my money and now they are causing me to spend more money that I can't afford..A refund is what I need at this time. Not communication. They should have communicated more before we got to this point.

  

  Business Response

  Date: 05/06/2024

  Optima ************** is scheduled to speak with the client on 5/8. Optima Tax will reach out on said date to address their concerns stated in the complaint. All lines of communication will remain open until a mutual agreement is reached. 

  Customer Answer

  Date: 05/09/2024

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

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Optima Tax Relief (***) in May 2020, when I became aware of the fact that I owed back taxes, penalties and interests. *** advertises "End penalties and interest / Tax ************************ / *************** Taxes" - the same message I heard during my initial consultation with ***. I knew that the results may vary, but *** promised to negotiate with IRS the best possible result.My tax returns were prepared & filed by *** in Sep. 2020, and on Oct. 9, 2020, I received an email confirming that, & stating that my "case will now enter Phase 3 of our process in which a case manager and tax professional will be assigned to your file to establish the best result for (me)". On Dec. 15, 2020, I was provided with two options of a payment plan. I decided on one of them and that's when the communication with *** stopped.Since then, I would call every month or so to inquire about my case but was only able to talk to a customer service rep who was not familiar with my case, and the response I received was always that the case is with the *** resolution team for review to determine the best course of action. In the meantime, I paid off all taxes, penalties and interest.Finally, on March 25, 2024, I received a phone call from *** and was informed that my case is now closed. After I asked about negotiations with IRS and potential penalties abatement, I was told that there is nothing *** can do. I was offered a form that I could file myself directly with IRS. *** did not deliver on what they claim to do best: there was no negotiation with IRS on my behalf to reduce back taxes, and there was no filing to ***** penalties and interests. Poor communication and numerous mistakes *** made along the way (which I was able to quickly identify by reviewing my IRS transcript) make me believe the company does not employ tax professionals that it claims.For the price of over $5,000 I received a tax filing service and nothing more. I am requesting a full refund.

  

  Business Response

  Date: 04/09/2024

  Optima Tax will reach out to address the concerns stated in the complaint. We have not yet managed to make contact. 

  Customer Answer

  Date: 04/10/2024

  My current contact information is on file with Optima. I am looking forward to receiving a proposal for a resolution.

  

  Business Response

  Date: 04/18/2024

  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. Our team is currently reviewing your case and will be making contact with client to address compliant. 

  Customer Answer

  Date: 04/21/2024

  Optima acknowledged receipt of my complaint, but I am still awaiting any specific proposal for resolution.