ComplaintsforSmart Accounting Solutions

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have used this company for a few years now for my taxes, This year I decided to go in a different direction and called to let them know that I would not be having them prepare my 2023 taxes and to stop auto draft immediately and asked for my refund of $1,500.00 since they did not prepare my 2023 taxes. I was advised that I had signed a contract and that I would not get any refund. No where on my paperwork that I signed for tax prep does it say that I would not get a refund if services were not rendered. I emailed the owner .. ************************************* and never heard back from him regarding this issue. I also called and left a message for a return call as well and never got. I honestly feel taken and would have no problem if services had been provided. Very Very unhappy customer.

  Business response

  03/17/2023

  ********************** went on our monthly subscription service starting in May of 2021. Our monthly subscription service is not a prepayment for taxes. It is a subscription service that works very much like legalshield. You pay a monthly fee and we handle a host of business needs. This includes setting up the clients LLC with the Secretary of State, filing the appropriate paper work with the *** to have it taxed as an S-Corp, acting as the client's registered agent, providing quarterly review meetings, answering any questions the client has through out the year, filing the business tax return and filing the personal tax returns. All of these services we provided for ********************** while she was on our monthly subscription. Our ala carte billing rates for ad hoc services are $850 for corporate returns, $350 for MFJ personal returns, $150 annual registered agent, $175 for LLC set up, $250 for quarterly consultations, $150 per hour for email or phone questions billed in 15 minute increments. 

  While on our subscription service we filed Ms. ********** LLC and filed the appropriate paper work with the *** to have it taxed as an S-Corp. Because she was on the monthly subscription service she did not have to pay for that service. We filed 2 corporate tax returns and a personal tax return. Because she was on the monthly subscription service she did not have to pay for those services. One of our employees worked with ********************** while she logged into her ADP payroll system coaching her through how to properly fill our her W4. Because she was on the monthly subscription she did not have to pay for this consulting. We've also acted as her registered agent since 2021. She did not have to pay for this service either. We have also answered various emails and phone calls that she did not have to pay for, because all of it was covered under her monthly subscription. 

  If ********************** had been billed separately for all of the services we have provided thus far it would total over $2500. ********************** has paid a total of $2178 while on the monthly subscription service. She has received more service than she has paid for. Therefore there is no refund due. However, the beauty of the monthly subscription also means she will not be sent a invoice for unpaid fees. 

  We would also like to point out that there was no issues with the level of our service. ********************** is not leaving because we have not fulfilled our obligations or done something wrong. She has just decide to do something different this year and would like a refund. We are not even certain where the calculation of $1500 is coming from. 

  We would also like to point out that in September of 2022 ************************** credit card did not go through when processing her monthly subscription payment. She was contacted by an associate of Smart who asked if she had stopped the payment, was there an issue and would she like to continue with the service. At that time ********************** was happy with the service and said she would like to continue. She then put a new card on file and we started billing her again in October. We are not sure why just a short 3 months later she asked to cancel the service. But, Ms. ******** did call in February and spoke to an associate about cancelling the service. The associate did promptly cancelled the service. She also explained to ********************** there is no refund for cancelling a monthly subscription service. She further explained to ********************** that she was cancelling before getting her personal tax and corporate tax prepared. ********************** wanted to cancel anyway. 

  We believe ********************** is confused by thinking of the amount she was paying as a prepayment of this years taxes. As the paperwork ********************** signed clearly states it is a monthly subscription service. We can totally understand a client needing to cancel service, and the agreement clearly states you can do that any time after 12 months. However, that does not mean you are due a refund. If you cancel your gym membership, you do not receive a refund of your monthly dues. If you cancel ******** there is no refund for past months. We also believe ********************** is not taking into account or considering the services that she did receive while she was on our service. 

  While ************************** is not entitled to refund, we would be willing to prepare her personal and corporate tax return for no additional charge. Just like we would have done if she had stayed on the service. 

  Customer response

  03/21/2023

   
  Complaint: 19598938
  
  I am rejecting this response because:

  Clearly after reading the response I can see that no resolution will be made. I feel that Smart does indeed owe me a refund and would not have chosen to file a claim if I did not feel so strongly about this and the way it has been handled. Defiantly NOT confused about anything .  I left the company for a reason so I will not be taking them up on the offer to process my taxes. **************** is certainly not one of their qualities. 
  
  Sincerely,
  
  *****************************

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