ComplaintsforLiberty Tax Service

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Personal and Trust Tax documents were provided on 5/17/2022 with request to file all tax returns related to these filings. Returns were not completed in a timely manner and local office was non-responsive to calls, emails and on-site visit (where office was closed but hours did not reflect closure.) Approximately two weeks later, I contacted the regional office for assistance. Local office contacted me to schedule an appointment on a Sunday (June 5th?). Upon review there were missing tax returns (Trust State, Personal School District and locals). Missing returns were completed and submitted for my review via email around 6/15/2022. Again, after further review, there were errors in three of four returns. We contacted the district office on 3 different occasions, each time assuring us they would look into it. Also responded via email to regional office. As of 6/28/2022, we have yet to receive any communication or resolution from either district or local office toward correcting the returns so they may be filed in a timely manner.

  Business response

  08/09/2022

  The Liberty Tax Service local office, on several occasions, contacted ************************************ to discuss and to solve issues related to the 2021 tax returns.  ************************* schedule was never suitable for in office meetings.  Finally, we were able to meet on a Sunday morning to discuss the tax returns.  After several attempts, ************************* was complaining that W2 income is incorrect on the returns.  we reviewed the W2 information and we do not see any error on the reporting of the data from the W2.  We emailed her in several occasions and ************************* took several days or weeks before reply back.  We are still reviewing her complaint so that we can resolve any issue of her complaint.  We took ***************************** complaint very serious and we are working tirelessly to resolve this matter in a timely manner.

  Customer response

  08/10/2022

   
  Complaint: 17496904
  
  I am rejecting this response because:  Providing the following timeline to support my claim.

  4/18 - Meeting at Liberty Office - Extension filed

  5/09 - First communication from Liberty with questions concerning tax filing.  15 business days after Extension filed.  I replied same day.

  5/15 - Received confirmation from Liberty of receipt of 5/09 reply stating will update "sometime this week once processed."  5 business days from last response.

  5/17 - Emailed Liberty asking status of return, expressing concern that it has been a month since extension was filed.

  5/18 - ************** at 2 PM due to no response to email or calls.  Sign said open but door was locked and office apparently closed.

  5/19 - Liberty emailed requesting to schedule meeting on Friday 5/20 at 9 AM.  

  5/19 - I responded that both my husband and I work during the day and requested meeting be scheduled "closer to the end of the day"

  5/19 - Liberty replied we could meet Saturday 5/21 at 9 AM.

  5/19 - I responded that both my husband and I were unfortunately scheduled to work Saturday AM also and again requested an early evening meeting on Friday 5/20

  5/20 - Liberty responded they are not in the office in late afternoons.  Stated could schedule between 9 AM - 3 PM or schedule a special appointment on Sunday 5/22 between 10 AM - 2 PM

  5/20 - I responded requesting Sunday 5/22 at 12:30 PM

  5/21 - I emailed Liberty inquiring if we were confirmed for Sunday 5/22 @ 12:30 since I had not received a response.  (Never did receive a response.)

  5/22 - Met at office.  Was there over an hour as personal local taxes (City and school district taxes) had not been completed.  

  5/23 - I emailed Liberty advising that Trust State tax had not been completed

  5/24 - Received email reply from Liberty stating they would complete and forward local returns and Trust State return to me for review and submittal.

  5/24 - I forwarded a postcard that had been included in the packet with information on filing the local taxes

  5/29 - Liberty emailed tax documents for signature and mailing (1 1/2 months from document drop off date)

  5/31 - Received email from Liberty stating taxes were sent and since I didn't respond, it means I am okay and satisfied.  If any questions, reply back.

  6/27 - I emailed Liberty after reviewing tax returns and stated they were incorrect due to School District Tax showing $0 gross earnings, City tax showing incorrect withholding amount, Another City tax showing incorrect gross earnings and withholding amounts and inquired time frame to get them corrected.  (Delayed response was due to travel on company business.)

  7/19 - Liberty responds and says sorry for late response due to out of state family emergency.  Will look into and address the incorrect information.

  7/25 - I emailed Liberty inquiring status of correcting tax forms

  7/29 - Liberty replied stating, "I need more time to address the concerns.  I will respond with final outcome for you to review soon."

  It is now an entire month since I brought up the errors on the very simple tax returns.  It has been almost 4 months since we filed for an extension.  I am now also in receipt of a letter from the *** regarding notice of failure to file penalty and fees for the Trust return because it was not filed until 7/18/2022 (according to the ***.)  Penalty is over $435.

  Sincerely,
  
  *******************************

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