ComplaintsforBurgos & Brein Wealth Management, LLC

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I engaged with Burgos and Brein in August 2021 on behalf of my parents. We signed an agreement with the scope of work: "Long Term Care Income & Preservation of Estate Planning". The goal was to obtain VA benefits based on my dad's service and then put together a financial plan for my parents. For VA benefits, we completed legal paperwork with lawyers recommended by Burgos and Brein under separate agreements. Unfortunately, my parents decided that they did not want to continue and over the next 14 months I tried to change their minds. Realizing that my parents were not going to move forward, I decided it was best to close out the agreement. It seemed unreasonable to expect the process to continue indefinitely since laws and requirements change. The Burgos and Brein agreement states "If the client cancels after five (5) days, any unearned fees will be refunded to the client based on the percentage of work completed." I requested an invoice for the work completed and an accounting of the remaining unearned fees. Instead, I got a response stating: "We have a strict no refund policy after 5 days of the agreement being signed." There is no such policy in the agreement. I pointed this out and requested a refund based on generously estimating 7 hours earned fees from 4-5 hours of phone conversations and 1-2 hours collecting paperwork thus leaving 6 hours unearned of the 13 billed. They responded: "We are more than willing to complete out spoke (sic) of work." I do not understand how that would happen since laws change, requirements change, fees change, and it could be years before we move forward. It is not clear whether they would request more fees and I am losing confidence in their advice given that they are unwilling to acknowledge the current agreement. Thus, it is best to move on. I respectfully request that they abide by their agreement and provide a refund for unearned fees. I calculated the remaining fees to be 6 hours at $350/hour.

  Business response

  01/16/2023

  It is really a shame that you would take it to the extent of filing a complaint with the BBB and threaten the integrity of our company because you are not getting your way.  It has been over 1.5 years since you retained our services and we have given your family topnotch 5 star service.  We have been there each step of the way and completed every aspect of our services and work we were able.  We have been following up via email and phone calls consistently every few months to make sure everything continued to move along but your parents decided they did not want to follow the plan.  This is not our fault.  We even told you that if anything changed we would be here to pick up where we left off at no additional cost.  Yes things change and if they do it is not our fault and we are more than willing to finish any scope of work agreed.  We have reviewed the entire file and notes and your calculations are grossly misrepresented.   You did not account for the countless hours worth of work our team and staff has done in putting the file together and internal meetings conducted to make sure all the planning was done properly.  Again, we are more than willing to complete the spoke of the planning, if your parents chose not to proceed that is there choice.  We will gladly assist if they change their minds.  

  Business response

  01/23/2023

  Courtesy refund confirmed . Resolution Complete.  

  Customer response

  01/29/2023

  
  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

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid Burgos and Brein $1750 to file medicaid papers for my elder mother .No paperwork was ever sign and no paperwork was ever filed on my mothers case. As going back and forth Gabriel the owner agreed to refund all the $ .He then attempted to charge bank a second time for $1750 instead of doing a reversal of funds . He claimed bank refused refund. He then told me that he will mail a check when check didnt come I was told it was in the mail. When the bank called he then claimed his company cant mail check and bank refused he refund It was explained to him that he was attempting an authorized charge not a reversal of funds and that he was doing it incorrectly. I then had wrote a reveiw on the company when they contacted me and said they would send me a check overnight if I sign papers to take my reveiw down .I asked him to sign papers that he would be refunding $1750 first as I could not trust him because he had lied to me serveral times already. As of today There has been no resolution on this matter .

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/12/02) */ It is unfortunate that no matter how much you try to help certain people you just cannot make them happy. Our office has bent over backwards to assist and help Mrs. ******* for several months with her mothers case but she has refused to cooperate and follow our process. We cannot get our work done when you don't answer calls, respond to emails, nor get back any paperwork we have requested. Your mother then passes away 4 months later and you request a full refund. Even though you were outside of our cancellation policy and guidelines we still offered you a courtesy full refund as good faith. Our office attempted multiple times to refund the credit card used but your card and account had since been closed by you and your bank could not process the refund. We can only refund in the same payment form that was used with the original payment. We will be glad to make yet another acceptation to issue a refund in an alternative format, please contact Lori in our office to discuss the details and terms. We hope to bring this matter to a closing and your satisfaction. Sincerely, BBWM Consumer Response /* (3000, 7, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with Lori a few times last week and explain to her that the accoynt is still open and that they ran a autorization for$1750 on sept 24th and thats why is was decline. And they need to run it as a reversal of funds my bank is sending me the proof of them trying to charge a 2nd time on sept 24th and not a refund .my bank and myself try to call Gabriel serval tomes to explain this but he refused to take any calls from me and never return a call to my bank .so all he needs to do is run the card as a reversal of funds for $1750 and all this can be over .As for me not answering there calls i have called and left serveral messages from july aug sept and nov i spoke with 2 of his workers a number of times I asked for a refund aug he asked if he could put another girl on my case I agreed when the new girl email me paperwork to sign she sent paperwork that was someone else file and exposed all there info to me !! At that piont I sai i did not want to deal with them any longer and to please refund my $ Gabriel agreed as per his attempt on sept. 24th which he did wrong . My mother did not pass until mid Oct. The bank account is still active and all he has to do is run the card as a reversal of funds !! Not an authorization is pretty simple ! Business Response /* (4000, 9, 2022/12/06) */ We will be glad to make yet another acceptation to issue a refund in an alternative format, please contact Lori in our office to discuss the details and terms. We hope to bring this matter to a closing and your satisfaction. Sincerely, BBWM Consumer Response /* (2000, 11, 2022/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) This has been resovled to my satifaction with a full refund. Thnx you

*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. ↩