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:08/27/2024

  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.

  I have been paying for the service for a couple years (about 2022). I have been trying to get ahold of them to try to find out a resolution of my case with the *** for a while but no one picks up. A manager did call me at some point from them and they told me they would be speaking with the *** but I have heard no updates of any kind. I have been able to leave messages before but anytime I call in now the mail box is full. I paid them 3000 dollars and they have been of no help. I have arrangements with the *** at this point since they are not responding to me.

  Business Response

  Date: 09/27/2024

  PALMER TAX GROUP (PTG) was hired by ****** ****** (Client) to perform the following services:
  Compliance call; interview *** agents; secure transcripts;secure an administrative hold to protect client assets; communicate with client on strategy; request and disseminate information and documentation from the client; prepare and file amended return for 2020 to reduce her tax liability of over $47,000; perform periodic updates with the *** for the client; resolve any outstanding balance with the Fresh Start Program (Installment Agreement or Currently Not Collectible).

  We have performed all the contracted issues listed above, except for the Installment Agreement/CNC. Since the client is a US Government Employee, special procedures within the *** are required. The *** requires a financial statement completed by the client, and negotiations with a separate collections division for Government employees. We issued this financial statement, Form 433-F to the client on 03/02/2023 for completion and signature. We received the completed document on 01/05/2024, approximately 10 months. submitted it to the *** ************************************* at that time. We have called continuously and have been told that the division overwhelmed and has a large backlog of cases. We continue to serve, calling the service regularly. 

  PTG contacted the *** multiple times, to secure protection for the clients assets. Client has not been required to make a payment to the *** in 3 years. Client's assets, including bank accounts, have not been levied, garnished nor seized. That saved the client approximately We performed virtually all of the work in the service agreement. We filed an amended return for tax year 2020, proposing to reduce her tax by about $5,000. It has been processing since 03/01/2023, as the *** is understaffed in that department. 

  In terms of customer contact, we have ************************** our secure management system. Of those, our calls, emails and text messages (contacts) with the client exceed 50 contacts. 

  We continue to contact the *** and the client to monitor progress and close the case. We do not need to refund the client. 

   
  

• Initial Complaint

  Date:07/30/2024

  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.

  They took my money $7,000 claiming they would refile my taxes and to this day has never done anything it us now 3 yrs. The employees are rude and professional. I have hired a lawyer to seek a refund! This company needs to be forced to close diwn! It is the most fraudulent company ever!!!!! i have asked for a refund and it is contined silence as it has been since they got paid. PLEASE DO NOT USE THEM!!!!

  Business Response

  Date: 08/30/2024

  The client's case is complicated for the *** to process quickly. The balance is large and has been open since 2018, 3 years prior to Palmer Tax Group being hired.  ** have been successful in completing a detailed compliance call with an *** agent, securing information, transcripts, and case assignment to an ACS rep. ** have secured an ESOC/Administrative Hold with the *** on the client's case, protection the client's bank accounts and all assets. At the same time, the client has not been forced to make payments on a six-figure balance, saving the client approximately $25,016 in payments in the past year.  Client's original liability with the *** is six-figures. Hence, the *** had escalated the case. ** notified the *** ACS Special Case Unit of our assignment. ** have recently secured approval of the information that we have secured for processing and approval of amended returns. ** will be issuing amended returns shortly for review, signing and filing. ** have already filed requests for penalty abatement. 

  My experience with the *** spans over 30 years. The *** is still severely understaffed and overwhelmed. Amended returns used to take 90 days to process. Now it can take over 12 months. My experience with the *** in handling over ***** cases since the Covid shutdown is of frustration and inefficiency. I have also learned that our clients are not aware of the *** issues, and they don't understand the problems that we face. ** henceforth try to explain to the client what we're dealing with. However, I do not accept false accusations, written statements that are libelous and defamatory. 

  As stated earlier, we have secured confirmation of the validity of our amendment proposals. ** will issue said documents to the client and to the *** once accepted. 

   

  Customer Answer

  Date: 08/30/2024

  I have never been informed of any of this. I have not heard a word from them in 4 plus months, I have left many Voice-mails and emails, nothing. Give me proof of all of this!

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22064315
  
  I am rejecting this response because: I still do not have any proof what so ever that any of this has been done. All they have to do is produce the documents they state they have compketed on my behalf. I have had zero communication from Palmer is 6 months. Just call me to discuss, it is that simple. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/14/2024

  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 this company to settle a tax solution for me and they have done nothing to help it was guarantee to help relieve some of my tax debt or all of it and they have not done anything for my money if they give me my money back I can go somewhere else you reach anyone in that office

  Business Response

  Date: 05/24/2024

  PALMER TAX GROUP (PTG) was hired by *********************** (Client) to perform the following services:
  Compliance call; interview *** agents; secure transcripts;secure an administrative hold to protect client assets; communicate with client on strategy; request and disseminate information and documentation from the client; prepare and file amended return for 2017 to reduce attempt to reduce her tax liability of over $22,000; perform periodic updates with the *** for the client; resolve any outstanding balance with the Fresh Start Program (Installment Agreement or Currently Not Collectible).
  We have performed all the contracted issues listed above. PTG contacted the *** multiple times, to secure protection for the clients assets.We at no time guaranteed the reduction in tax through filing an amended return,although we believe that the *** is incorrect and that well win on appeal. We cannot guarantee results because it is forbidden in this industry. We performed all the work in the service agreement.
  
  The client did not make a single payment while we were working on her case. Her assets were not seized, levied nor garnished during our time as her representative. We prepared the 2017 amended return in 2021 and sent it to the client for signing. Client signed in 2022, and we filed said amended return in April 2022.  Through the filing of the amendment the *** took 10 months to issue a notice denying the claim in a notice just received at our office on 05/17/2024. The *** took an extensive amount of time to process the amended return due to lack of staffing since 2020 due to Covid. We had periodically contacted the *** since the filing of the amendment filed in 2022 for status. We had repeatedly contacted the client with updates. We have filed an appeal and will monitor it closely. We will also file for a Penalty Abatement Form 843. 

• Initial Complaint

  Date:02/21/2024

  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 August 2023, my family hired a tax attorney to help put my brothers tax situation to rest once & for all. For that purpose, my brother gave me permission to pursue his records from Palmer Financial Consultant, Inc. (aka Palmer Tax Group) to serve as a springboard from which our lawyer was to work. I spoke with ******* Palmer on 08/04/2023. He agreed to send me all of his records since 2018. I asked if he could send me an official release form to have my brother sign & instruct where to have the files sent. ******* later verbally acknowledged having received said signed form. He told me that he would have all of the records pertaining to my brothers case scanned, put onto a USB drive, and sent to me in ******** at no cost to me or my family. We are now approaching the end of February 2024 and I still have not received the files, let alone an update or valid explanation. Over the months, *** called his office countless times, left messages, and sent emails. Occasionally someone at his office would answer and pass along a message to him. Even rarer, ******* would speak with me and give a bunch of excuses as to why the delay. To say this is unprofessional is putting it mildly. Given the approx. $15,000 my family spent for ******* Palmers services, which failed to resolve my brothers tax issues and has continued the accrual of ********************* the very least we should expect is access to our records. This is a very basic request and wreaks of obfuscation.

  Business Response

  Date: 03/22/2024

  Palmer Financial Consultant **** was hired to file multiple Federal and State Income Tax returns that were not filed. The returns were prepared and filed. We were also responsible for filing and negotiating an Offer in Compromise with the *** and negotiating with the State of Connecticut.Both cases were in negotiations when the client stopped responding to our requests for information. I also contacted the ***, and they requested additional information that I could not secure.
  Upon receiving requests for information from ***************************,I paid an assistant to pull all available documents from storage and hire a colleague to scan and download all documents to a flash drive. The request included shipment to ****************. It took a period to visit the storage unit, locate the box containing the ******* files containing hundreds of documents, scan to a server and load onto a flash drive. I personally do not know how to do it. I thought that the task was completed. I apologize that the flash drive was not received.I will work to rectify the situation immediately. I will update ****************** once I contact her and determine what happened. I will secure all of the documents or secure another copy of the drive and submit it myself. I apologize for the inconvenience. 

  ******* Palmer

  Customer Answer

  Date: 03/29/2024

  
  March 29, 2024
  
  ID ********
  Re: Reply from ******* **********************
  
  This is the same excuse I got in November 2023, the last time Mr.********************** chose to take my phone call. At that time, the person he claimed he hired to scan the files in question was out of the office. Mr. ********************** said he would personally follow up on the matter only for him to vanish. I received no further communication from Mr. **********************. Nor did he reply to my emails or phone calls or voice messages. If I were able to actually get through to his staff,they glibly said they would send him a message as that was all they could do.

  
  I do not want to close this case until I actually receive this elusive flash drive with all of our records, many of which should have already been in electronic format anyway.

  
  Again, my first contact with Mr. ********************** was on August 4, 2023. If his intentions to provide the files were in *******, by now he would have given me the files or, at the very least, followed up with me. (He still has not, for the record.) Especially if he supposedly paid money to have someone complete the task.
  
  ***************************
  Cell: ************

  
  

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21325745
  
  I am rejecting this response because:

  This is the same excuse I got in November 2023, the last time Mr.********************** chose to take my phone call. At that time, the person he claimed he hired to scan the files in question was out of the office. Mr. ********************** said he would personally follow up on the matter only for him to vanish. I received no further communication from Mr. **********************. Nor did he reply to my emails or phone calls or voice messages. If I were able to actually get through to his staff,they glibly said they would send him a message as that was all they could do.

  
  I do not want to close this case until I actually receive this elusive flash drive with all of our records, many of which should have already been in electronic format anyway.

  
  Again, my first contact with Mr. ********************** was on August 4, 2023. If his intentions to provide the files were in *******, by now he would have given me the files or, at the very least, followed up with me. (He still has not, for the record.) Especially if he supposedly paid money to have someone complete the task.
  
  ***************************

  
  Cell: ************
  

  Business Response

  Date: 04/17/2024

  The company appreciates Ms. ******** position. This process has taken longer than expected. These types of requests take extra and additional time for an employee to perform. While the company is servicing over one thousand accounts with daily IRS negotiations, accessing external high-security document storage facilities is extraordinary. It is a function that we performed.
  The failure of the IT technician to properly perform his job is unfortunate, which I was unaware of until recently. I was told that the job was done. I have contacted the firm to secure my documents and flash drive.
  Now that the initial filing deadline has passed, I plan on securing the documents and data/flash drive and sending them to ****************** as soon as possible. I have also hired a new and trusted technician, referred by a long-time friend, ******, to access the hard-drive of my previous business computer to determine what additional files we can provide.
  I will contact ****************** on Tuesday, April 23 with an status update.
  Thank you.
  ******* Palmer
  

  Customer Answer

  Date: 04/24/2024

  Regarding Mr. *********************** last reply (4/18/2024), he claims he only recently became aware that I never received the files he has promised me since 8/4/2023 even though I told him as much in November 2023 and this BBB complaint was sent to his business on 2/21/2024.

  He said he would contact me on 4/23/2024 with an update. Not surprisingly, I received no calls/messages/emails from him or his office.

  In his last response he wrote that he would determine which additional files (he) can provide. However, to date, he has not sent me a single file.

  We are now approaching the 9-month anniversary of my request for all of my familys records.

  I give Mr. ********************** until May 31, 2024 to send me the flash drive with all of my familys records free of charge, as he promised, with an email confirmation of tracking information.  

• Initial Complaint

  Date:02/12/2024

  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 April of 2022 I went online to obtain help resolving overdue taxes. I provided all documentation and was working with a gentleman for a period of 3 weeks. His name was *****. He then advises me that my debt was resolved and my payback amount would be $7000 at which time we see up an automatic payment withdraw from my checking account at the agreed upon amount of $245.00 a month. They stated withdrawing the money and I thought I was paying back the *** through Palmer tax group. Then Im October of 2022 I was contacted by ****** from Palmer saying they needed paperwork from me to complete my case. I was very confused and told her my case is resolved they there must be a mistake because Ive been paying every month to them for what I was told was resolution on my back taxes. She couldnt give me specifics and just kept asking for paperwork I had already sent. I asked where ***** was and to please check my file more thoroughly because my debt had been resolved. This continued for several more months, going back and forth. Two more people contacted me asking for paperwork and finally someone said the $245 monthly was for their services!! I would have never agreed to pay $7000 for their services and finally stopped automatic withdrawals in March of 2023 after they took $2700.00 me that I tried to get back. They kept saying it was for their services and said they wont refund my money. This has been a nightmare. My mom is dying of cancer so she has been my priority otherwise I would have reached out sooner. The last person I talked to was a manager, her name is ******. She said they wont give me back my money. I tried to explain that I legitimately thought I was resolving my tax debt and I would consider taking at least half back because I just wanted to recovery something. We are not well off and struggling to pay bills. $2700 is a lot of money and what they did was unethical and wrong. Please help if you can. Thank you.

  Business Response

  Date: 03/18/2024

  Response
  The client hired our company in 2022. We were contracted to provide multiple services for the client.The client has a serious problem with the **** The client was seriously non-compliant,having not filed 9 of the last 11 years of taxes. They also owed over $22,000 to the **** penalties and interest were accumulating, and the clients account was in danger of enforcement action.
  We have performed over half of the services contracted. We performed a compliance call and determined a course of action. We secured an Enforced Stay of Collections and an administrative hold to protect the clients bank accounts. We also prepared nine income tax returns and have applied for penalty abatements. Once the returns are signed, we file them for processing. Then we could negotiate a payment plan. The client has not signed the returns so we may file the returns to secure compliance and negotiate an installment plan. The client, hence, is still non-compliant. Penalty abatements have been filed and are being processed. We kept the clients assets safe and they did not have to make a payment to the *** the entire time that we have represented them.
  The client states that an employee stated that we had negotiated a payment plan with a balance due of $7000 and that we were paying it for her with a monthly payment of $245. Nothing could be further from the truth. The *** requires that noncompliant returns be filed prior to an agreement for payment. Our sales manager presented the entire plan to the client and presented the cost of performing the services. We do not make payments to the *** for the benefit of the client. It is not practice in this industry. We charge for our services to resolve the clients tax problems. The terms were detailed in the service agreement that the client read and signed on 04/12/2022. It is common practice to perform this much service work and charge a fee. Our fees are fair and in line with industry standards.   
  We repeatedly requested client records of expenses and deductions, sent expense templates for the client to complete. We did not receive a full response. We completed the returns and sent them to the client to sign. The client has yet to sign the returns and return them to us for filing. The client had decided to stop paying our firm. Hence,we cannot complete the contract.
  We are more than willing to complete our contract once the client signs the returns and returns them to our firm for filing. We could monitor the processing of the returns, negotiate an easy payment plan and settle the clients case without enforcement action. The company will not be issuing a refund.
  

  We have copies of all contacts, emails, text messages, calls, and documents and transcripts to provide if necessary. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21280999
  
  I am rejecting this response because: first, Palmer Tax is using textbook tactics to discredit me. Because I havent paid my taxes Im unreliable. Nothing can be further from the truth and all I have brought fourth is the truth. I dont lie, its one of the 10 things I simply do not do in my life. All I want is for Palmer Tax to accept responsibility but they dont possess the morals needed to do so. I refuse to go back and forth trying to get the truth out there. Its obvious by their response that they are going to continue their deceitful ways and continue to operate using tactics that are unethical. I just want to warn people, not to do business with them. That $7000 to prepare my takes is not industry standard, thats ludicrous. I was trying to do the right thing and get my taxes up to date and they took advantage of my situation and are obviously trying to discredit me. We reap what we sow and at some point, inevitably, they will have to pay for their underhand business dealings. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service 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 have IRS issues and contacted Palmer Tax Group for help. After reviewing my file they informed me that amending my taxes to reduce the amounts, then do an Offer and Compromise would be they way to go. They suggested I amend my taxes for years 2012 through 2020. After they worked on my taxes I was told that an Offer and Compromise would not work but that I was placed on "Unable to collect" but that by them amending my taxes the amounts had been significantly reduced. I was fine with that. I then reviewed my online account and noticed that the years 2014, 2015 and 2017 were still high and had not gone down. After countless emails to my account rep with no replies I sent an email to as many people from their office as I could find to try and get someone to answer my questions. Finally a lady who said she was the manager contacted me and informed me that it takes time and that the amounts would go down and that she would be the person to speak to to get answers from that point forward. (I didnt write her name down and can not remember it) After 3 months I called her back to let her know they still had not gone down and when she replied she was very rude but still told me to wait and that in fact, they would be reduced and basically told me not to bother her again aboutit. I just checked again October 2023 and the amounts are still the same despite her saying that my taxes were amended and that the amounts would be reduced. I simply am asking for an answer as to why the amounts have notbeen reduced whenI paid for my taxes to be amended from 2012 through 2020. I have sent emails to my account rep and just today sent another to everybody and anybody from their office that I can find just to get an answer on my file and to confirm that they did in fact amend the years I paid for, which is on the agreement we signed. Needless to say, their service is beyond lacking.

  Business Response

  Date: 10/27/2023

  PALMER TAX GROUP (PTG) was hired by *********************** (Client) to perform the following services:
  Compliance call; interview *** agent; secure transcripts;secure an administrative hold to protect client assets; communicate with client on strategy; request and disseminate information and documentation from the client; prepare and file amended returns for 2012- 2020 to reduce liability of over $190K; file F. 843 to request abatement of penalties; file request for eligibility for an Offer in Compromise; file for release of lien once amended returns process and OIC is accepted; perform periodic updates; resolve any outstanding balances or issues with her *** account through OIC process in eligible.

  We have taken in total ***************** working the client's case, with ************* contacting the client. 
  We have performed all the contracted issues listed above through the filing of amendments and request for release of tax lien. The *** has taken an extensive amount of time to process the amended returns due to lack of staffing since 2020 due to Covid. We have periodically contacted the *** since the filing of the amendments filed on 11/09/2022. We have repeatedly contacted client with updates. In the past six months we have called and emailed client 11 times. We have completed and filed his 2022 return to keep him compliant with *** filing requirements. As of today, the status of the amended returns is as follows:
  Followed up on 2012 - 2016 ****X sent to *** they were rec'd All ****x were forwarded to the **** department they are still working on it. Rep suggested giving it more time
  ********************************* on [Fri Oct 27 10:52 AM 2023]:
  **************
  ************
  2012 - rec'd in Nov of 2022 still being processed
  2013 - rec'd in Nov of 2022 still being processed
  2014 - Rec'd in Nov of 2022 still being processed.
  2015 - rec'd Nov of 2022 however it is still not processed yet.
  2016 - Was rec'd not processed yet.
  2017-2020 Securing information from *** to complete amendments.
  
  In January 2023, we secured an elimination of balances for the years 2007-2011 in the amount of $43,267. The tax liens were also removed for those years.
  
  We are keeping the taxpayer informed and will continue to perform the contracted services established in the final stage of the *** resolution process.
  ******* Palmer

  
  

  Customer Answer

  Date: 10/30/2023

   
  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

  Date:06/25/2023

  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.

  I hired Palmer Tax Group Jan 3, 2022 to help with my *** issue for 2017-2022. They were paid ($10,500) on Jan 26,2022 using Equity Sales Finance. I sent ********************** my tax papers for the years needing help. I started emailing and calling for several months. After getting no response from the person that was assigned to me I called the sales line to talk to a live person. They revealed that I was not contacted because the person they assigned to me quit. The new person said my tax information that I sent them was lost. We started over with a new agent. The only work that they produced was a rework of my 2013 taxes which i never sent to them and did not have issues with the *** for that year. I asked why they were working on 2013 taxes they told me to ************ and send back. I continues to question and was ignored for months. I have included some emails where I was looking for a response. I informed ********************** Tax in March of 2023 that the *** was pressing for answers and that if I did not get any response I wanted a refund and would have to get help somewhere else. In May of 2023 I had to hire another company ************************ because the *** wanted response and answers. I moved the *** to *********************************** of ********************** and he achieved a settlement with the *** is less than 2 weeks. Since then I have been calling, texting and emailing ********************** for resolution. My calls are now screened and goes to a mailbox that is full. I know this because when I call the main line on my cell it goes directly to the same voicemail (ext **** *******), I called the main number with my wife's cell and got through to an operator. I tried this several times with the same results. The only response that I get when I get through is that it is under review and Mr. ********************** has to be involved. I asked to speak with him and was denied. I have been told it is under review for over 6 weeks now. I sent an email giving a final deadline (6/21/23) stating I would file a complaint with BBB if i did not get an answer by my date given. I messaged ******* on the deadline date that I gave and she said that I would have an answer by 6/23/23. Again I called, emailed and text several times on 6/23/23 and did not get an answer in any form. I would like to be refunded the interest that I paid to Equity and have ********************** refund the money that Equity paid them for my tax service since they did not perform the work.

  Business Response

  Date: 07/25/2023

  Please see attached.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20235336
  
  I am rejecting this response because: Please see attached letter to BBB about PTG
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/18/2023

  I am writing this response to correct the record once again. Facts and circumstances matter. Previous response includes documentation. For security purposes, we've been instructed that there is no need to resend the same documents.

  Palmer Tax Group (PTG) was hired in 2022. Mr. **** (client) could not pay for services directly to PTG. Direct payment in a six month period receives ********************. Mr. **** chose to finance his plan for services. We accepted his choice. The finance company, Equity, did NOT pay PTG $10,500. Contrary to ************** claim, PTG was not paid $10,500. PTG was paid only $5,987.50, with a remainder in reserve. The client is not *********** a refund of $10,500. The Client knows this. Equity has repeatedly informed client of the facts with documentation. Mr. **** claims that he is *********** a refund of $10,500, yet he has paid the loan company in the amount of only $4,987.60. Not only has he not paid $10,500, but he has not paid 50%of the contract. PTG has a policy of working with clients to ensure that they make payments to the loan company as we provide the services contracted. 

  Client states that he has attempted to contact us many times. As well, we have attempted to contact the client many times requesting accurate information and documentation in order to prepare the required income tax returns. The data that the client originally provided were rounded and estimated amounts and would not withstand an audit without documentation. 

  We have completed the following: compliance call to ***; secured administrative hold for enforcement protection; we have protected the client from a levy and garnishment; secured account transcripts from the *** to analyze the case; performed analysis of case strategy, prepared three (3) amended returns, prepared penalty abatements. The 3 amendments will reduce his tax by over $13,000. The client can submit additional information for 2013 and other balance years so that we can try to save additional monies. He has not to this date. We will review these documents for no additional charge.

  We have taken over ************************** the last 7 months, including 32 contacts between PTG and the client and/or ***. 

  PTG has protected the client since we were hired. He has not suffered a loss of funds due to levy, nor garnishment. Client liability with the *** is a large, six-figure amount. We protected client from having his case assigned to an aggressive *** Revenue Officer, who would issue a subpoena for his appearance in court, or loss of assets and worse. 

  The client states that he hired a new company and they have achieved a settlement withing two weeks. Unfortunately, that is not true. First, the settlement is called an Offer in Compromise. Second, we have confirmed that the *** has not settled an OIC case in two weeks in the history of the program. I would like to request that the client prove such claim with a notice received from the *** stating that the *** has in fact settled the case. 

  The client claims that his calls to us are screened by our firm and sent to a mailbox. We have done no such thing. We accept every incoming call, and if we have a large influx of calls from clients, our voicemail system receives message, and we return his calls. He does not always answer. We have spoken to the Client many times and have responded to his emails. 

  I request the client be reasonable, be factual, sign the amendments that we have provided. We are willing to finish the job and assist with the offer in compromise. We know that the case is not settled, based upon past history. We know that he's going to need further assistance for no additional charge. 

  ******* Palmer

   

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20235336
  
  I am rejecting this response because: please see the attached time line showing the numerous reasons why
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/31/2023

  PTG has repeatedly and consistently responded to each complaint that Mr. **** has filed.  PTG has addressed each issue that client has presented, and in many cases refuted accusations and claims with actual facts and circumstances. This most recent response is a simple rejection of the company's position. There are no additional facts nor circumstances provided by the client to show that the company's position is factually incorrect. As proven repeatedly by the Company, client is not *********** a $10,500 refund. We're still able to complete the client's work as long as the client is willing to be reasonable. The Company is willing to negotiate. The Company's position stands. 

   

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20235336
  
  I am rejecting this response because:

  Mr. **********************s reply is simply ignoring me completely.  I have proven using **********************s own interoffice memo system that they did charge me $10,500.  Why is Mr. ********************** stating that they didn't charge me that amount when all facts and their own memos prove that they did charge me $10,500?  I also did show that they did not do any work on my case because they thought I didn't pay due to their shotty bookkeeping.  Again this is shown in their own interoffice memos that they submitted to this.  I had to get another company because they would not do the work.   
  

  
  ********************** was sent the letter of the offer in compromise (which is a presented solution to the *** for consideration) from the *** in May (I included a copy of that letter earlier).  achieving the offer in compromise was entirely  due to the effort and work of the new company I had to hire because ********************** refused to do work because they had no idea of where the money was that they charged me.  ********************** did not complete any work until I involved the BBB, nearly 3 months after the Offer in Compromise from the *** was sent to them.  I have submitted all of this as proof of their poor practice.

  Today I received a call for ************************** from the ***.  She stated that she had Mr. ********************** on hold on her other line and he was stating that he was still my representative.   She called me to call him because she legally could not talk to him because she knew that he was not my representative.  She also stated that she called him some time ago to discuss that he was being removed as my representative and she never got a call back till today.  I called Mr. **********************s office to tell them again that they are not my *** representative.  It took me 30 minutes to get someone to answer the phone, I called every extension that I was given during my time dealing with ********************** only receiving voicemail message stating that the mailbox was full and I could not leave a message . Finally I was able to leave a message when someone answered through t the sales line.  I ask to speak to Mr. ********************** and was told by the person that answered that he would send Mr. ********************** a message.  I asked that he send me a copy of that  message to my email and I verified my email address again.  He said that he would send me a copy.  I never received that email showing that the message given to Mr. **********************.  Additionally I sent a text to the phone number from ********************** cell phone that was corresponding with me earlier and identified as Supervisor ****** and I again informed them through text that they are not my *** representation.  I have been advised to reach out to complain to the *** about ********************** and the ******* ****** attorney.
  

  
  I find **********************s' practice and customer service negligent and they clearly only care about the dollar and not the work that I hired them to complete.  It is very disturbing to me that Mr. ********************** continues to ignore the facts that are even presented by his own company for the amount of money that they have charged for the work that they were supposed to do.
  
  The contract says that I have rights to arbitration.  Can the BBB help me get this arbitration?  **********************'s lack of work has cost me a considerable amount of money and time.  Can you please help me with what to do next?  I feel that ********************** and myself are entrenched in our positions.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/21/2023

  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.

  Palmer Tax Group has been helping me with amending my 2017 and 2019 taxes since 2021 in which the amended states I should be receiving $5,000+ back. I still havent received anything from the *** and all they keep telling me is that the *** is behind. Its very frustrating to think the *** is behind 3 years! Before Palmer reached out to help me, I was already on a payment plan with the *** and now penalty and interest is still being added on. On 10/18/22, I received an email from Palmer stating The *** is very behind in processing tax returns. I need an updated **** so I can call the *** thru our specialty *** line and find out if your returns have process yet.On 3/23, another email from Palmer. 2017 has not processed yet that is why the refund from 2022 was applied to it. Remember any cash that was taken from your returns for 2020,2021, and 2022 will be credited back to you once 2017 processes.On 4/17 from Palmer, I received the *** notice regarding 2017 and have sent it to our tax specialist for an update. This could take a while, I will let you know when I have an update.Also in April, I received a full payment agreement letter from the *** stating that they received my proposal and accepted for me to pay the full amount $18,818.23 which is with penalties and interest! I checked the *** website via wheres my refund link to see if my amended taxes have been sent, and nothing popped up! Im wondering why is took the *** to respond so quickly to a payment proposal but it takes them almost 4 years to work on an amendment???? I just want this nightmare to be over and dealt with.

  Business Response

  Date: 08/18/2023

  PALMER TAX GROUP (PTG) was hired by ******************************* (Client) to perform the following services:
  Compliance call; interview *** ************* transcripts;secure an administrative hold to protect client assets; communicate with client on strategy; request and disseminate information and documentation from the client;prepare and file amended returns for 2017, 2019 to reduce liability; file F.843 to request abatement of penalties; perform periodic updates; resolve any outstanding balances or issues with her *** account.
  We have performed all the contracted issues listed above.The *** has taken an extensive amount of time to process the amended returns due to lack of staffing since 2020. We have recently received information from the *** regarding the 2017 processing of the claim. Additional information is required for approval of the refund. Weve prepared the additional information to send to the *** for approval.
  Once it is processed correctly, the Client will receive funds to correct the balance from 2022. We have submitted new information to respond to the *** issue.
  We are keeping the taxpayer informed and will continue to perform the contracted services established in the final stage of the *** resolution process.
  ******* Palmer

  Customer Answer

  Date: 08/21/2023

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

  Customer Answer

  Date: 09/20/2023

  I haven't received any status update in the past two months, despite my constant emails and calls every week. This situation is extremely chaotic, and I urgently need to know the current status and get it resolved.

  Business Response

  Date: 09/29/2023

  Update from contact with *** on 09/29/2023. *** Agent *************** 

  *** is posting appeal submitted in June, 2023 regarding 2017 claim denied. Should take 90 days to process once posted and assigned.

  Our claim filed on behalf of the client for 2019 was processed and Accepted by the **** As of today, the 2019 tax year has a $0 balance.

  Per my request, the agent placed an Administrative Hold on the account, securing additional protection for the client. The client has NOT made any payments to the *** in over a year. The client's account has been protected due to the work that we've done for the client. 

  We will contact the *** again in October, 2023. 

   

   

• Initial Complaint

  Date:04/29/2023

  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.

  In November of 2021, I was contacted by Palmer Tax Group regarding reviewing my past taxes to see if they could help me obtain a settlement or pay less. They said to pay $500 with a money back guarantee if they cant help. They then said 3 weeks later I have a strong case. I was advised to stop paying the *********** as they would amend the taxes from 2018. They asked for $5K upfront, I said I couldnt pay this. They said I could do a payment plan. Week after week I called to ask about amended taxes, no responses. They then started saying, this will be ready Tuesday on a weekly basis. I spoke with Mr. ********************** himself 3 times. He assured me this was in the final stages. They had an agreement from the state and this was undergoing final review. I told them several times, if you cant do this, provide a refund. They kept assuring me I could get a refund from the *** and owe nothing to the state. After 11 months of payments worth **** were incurred on credit cards, the account manager told me she was no longer handling my account. *** contacted an attorney, and sent emails, they dont answer any calls. I need help getting my money back, but also exposing them. This is a very corrupt group preying in ppl who dont have excessive money due to tax debt.

  Business Response

  Date: 06/13/2023

  ****************************;
  I have been working with the *** and the ***************** regarding ******************** case balances.
  I have coordinated with the *** regarding filing of a corporate amendment. 
  I am also negotiating a resolution with the ***************** regarding her balances. 
  We should have a corporate filing within ten days.
  We should a negotiated resolution with the ***************** this month. 

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/13/2023

  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.

  I took out a loan from Palmer Tax in approximately April of 2021 to pay for my services from Palmer Tax in full upfront due to the urgency of my situation. I was told this would be resolved by October 2021. I paid for several years of taxes for myself and my husband to be completed. We paid almost $7000.00 including finance fees upfront. I was promised my owed taxes would be dramatically and significantly reduced or eliminated. We are now in April of 2023 and Palmer Tax has not completed one item that I've paid them to complete. I've submitted the same paperwork to them at least 3 times. This is their stall tactic. They repeatedly ask for the same information over and over. They call me just to document that they've called me but no work or relevant information is ever discussed on any of these calls. They are not responsive to email. Rather than negotiate my debt, they want me to pay for taxes I don't owe by filing my current taxes to allow them to be intercepted in order to cover my tax debt. I fondness fine that on my own. There would be no need to hire them if that was my goal. I am now being sued by my state due to Palmers failure to act on my behalf. I have communicated with ******, the "manager", who is extremely rude and unprofessional. I have been transferred around to several reps. Who cannot help and do not call back when they promise.

  Business Response

  Date: 04/24/2023

  Tell us why here...*************************** and *************************
  Clients came to ** with a $21,000 balance with the ************************* They had no plan on how to resolve the issue until they contacted our office. 
  They signed two service agreements with our firm, as well as a ***** of ******** and Tax Information Authorization to represent her before the **** We promised and delivered a compliance call directly with a live PPS agent at the **** The agent received and approved our POA and gave us all the pertinent data and information about his case. We then requested and received account transcripts from the *** detailing all of Clients filing information. We analyzed the filing data and formulated a plan to resolve his case with the **** 
  We discovered that they did not have an installment agreement in place, and the *** stated they were delinquent and in jeopardy of enforcement action for non-payment/default.
  We placed an administrative hold on his case at the *** in May, 2021 to protect their bank accounts while we begin the tax preparation process. We also requested skip payments to allow them to postpone payments, saving money. The fee for this is only $500.  
  We discovered that the clients had missing returns for 2015 2018, and for 2020, 2021. Thats six missing returns. In addition to the $21K balance, clients have balances going back to 2009.
  The client has a complicated case. Here is the breakdown.
  ******************
  ID# **********
  Fax: ************
  
  Missing 2016 - 2018
  No SFR'S
  No liens levies or garnishments
  
  Balances for the years:
  2014 - HOH - $5,744.39 - 4/15/2025
  2015 - HOH - $ ******** - 4/15/2026
  _____________________
  Total: $12,666.91
  
  Clients case has currently been assigned to a private debt collector. Performance ************
  Spouse: *************************
  
  Comment posted by ********************************* on [Tue May 18 10:51 AM 2021]:
  
  ******************
  ID# **********
  Fax: ************
  
  Missing 2015 - 2018
  No SFR'S
  No liens levies or garnishments
  
  Balances for the years:
  2009 - S - $150.35 - 9/14/2024
  2010 - MFS - $3,725.85 - 8/31/2024
  2011 - MFS - $2,252.37 - 8/24/2024
  2012 - S - $2,037.67 - 8/8/2024
  2019 - S - $150.35 - 8/17/2030
  ________________
  Total: 8,244.06
  
  
  Clients case has been sent to a private debt collector. Pioneer ************.
  
  Our scheduled work performed and in process:  
  Tax analysis; Prepare and file 2015-2018, and 2020 and 2021; Amend 2014; File hold on $21K+. Negotiate a payment plan. We secured and sent to clients 30 transcripts for the client to review. 
  We have successfully completed negotiations with the *** to protect the client from enforcement action and saving him money but postponing his payment plan. We are also negotiating with the state of ******** on their behalf. 
  
  Since 10/15/2021, we have prepared, signed, and sent to the client to sign 10 tax returns to sign for us to file with the ****  
  
  It took two months to secure any information and documentation from the client to complete the returns. We are awaiting more information and signatures to file the missing returns. We cannot negotiate an installment agreement, or any type of plan, until the returns are filed. 
  The payment plan issue can only be resolved once the client signs the returns, and we file with the *** for processing. 2014 can be amended once we receive all requested information from the client. We have the *** for that year. WE are waiting for the client.
   
  10/19/2022, client uncooperative and verbally abusive with Rep. ******************** client must work with us, not against us. 
  
  Patience with the *** is also a big issue. We are in limbo as the *** has not fully acknowledged the processing of the returns. Due to the 2020 Covid shutdown of the *** for Five months, the *** is overwhelmed and understaffed. 
  We have performed over 220 activities on the clients account. We have performed 69 documented attempts to reach the client. We have no intention of refunding this client. Once the *** responds with a corrected balance, we will negotiate a final resolution.
  We have every intention of completing the clients file, with their cooperation.