ComplaintsforInnovation Refunds

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Erc Tax Refund. We were given incorrect information for the business from the day we started the process with this company.

  Business response

  08/05/2024

  Unfortunately, we are uncertain what the customer means by the statement We were given incorrect information for the business from the day we started the process with this company. Innovation Refunds, LLC is doing its best to resolve any issues this customer may have.  On July 30, 2024, a Senior Account Manager spoke to the customer to go over the details of their complaint. It was explained, as a referral firm, Innovation Refunds refers customers to independent tax professionals who undertake the *** calculations and determine *** eligibility. The customer signs a contract with ******************** LLC,  and a separate engagement letter with an independent tax professional who determined *** eligibility. Innovation Refunds pays the independent tax professional to do the work, and the customer does not pay any fee to ******************** until after they receive their refund, which has not yet occurred so there have been no fees invoiced or paid. The customer stated they were not aware that a third party was used as part of the process. However, the customer signed a separate engagement letter with the third-party tax professional. With this customer, ******************** also engaged an additional independent tax professional for oversight with respect to one quarter, which the *** stated was not received. This created a delay in filing the *** for this customer. In addition, the *** processing times have increased greatly, which is why the customer has been given varying times of how long it will take for their *** claims to be paid out. Innovation Refunds does not have any influence on *** timing.
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Innovation refunds were hired to file a claim under the *** program. We received most of the money back except 2020 Q3 which the amount received was less than the initial claim that Innovation Refund filed.Almost a year later they asked me to contact the *** to try to collect the differencewhich is actually their job to do. Obviously, I am not a tax expert which I told them many times but still, I called the *** to try to solve the issue. The *** told me that for 2020 Q3, they paid according to what they have on file. That is exactly what I told innovation refund. Still, they asked to to call back again and try to argue againenough is enough, I dont even know what to ask or tell the ***. They systematically refused to tell me what to write the *** and what document to send them in order for the *** to see the ( mistake maybe) they did. Anyway, now Innovation Refund asked me to pay a commission on money that wasnt received by us. They dont want to finish the job they were hired for and now claim money they are entitled to. It is unreasonable and unethical.

  Business response

  04/24/2024

  Innovation Refunds LLC (IR) is in the business of referring customers to independent tax professionals, who enter into a separate engagement letter with the customer, to determine ERC eligibility. IR is not a tax professional and does not give tax or legal advice, nor is it authorized or qualified to communicate with the *** on behalf of its customers. In this instance, the customer received a refund amount for one quarter (Q3 of 2020) that was less than the amount their independent tax professional calculated and filed on the return. The customer requested IR reach out on its behalf to the ***.  We explained to the customer that we are not authorized to do so, and provided the customer with documentation we had on file and directed the customer to the *** customer care line so they could resolve the issue.  The customer reached back out to inform IR they were unhappy with the results of the conversation with the ***.  We suggested the customer send a letter to the ***, and the customer insisted that we prepare the letter for him to send.   We again explained to the customer that we are not qualified or authorized to do so, and provided a fax number so the customer could submit a request to correct the refund amount and the customer became very upset.  Once IR was notified that the customer received its refund for Q3 of 2023, IR sent an invoice, based on the estimated refund amount, to collect its fee.  We are currently communicating with the customer in an attempt to resolve this matter.

  Customer response

  04/26/2024

   
  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

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January of 2023 we started working with Innovation Refunds regarding an ERC tax credit filing. Our filing were accurate and filed with the *** in Late Feb/ Early March of 2023. At that time we were promised copies of the documents filed as well as contact and updates every 4 weeks until the refunds were issued. The document link did not function as promised and since that time we have not receive more than maybe 3 updates. When we attempt to reach out, the contacts we have been assigned all fail as emails are not longer working for those individuals. The last update we received was a hacked email from ****************************************** that contained a link to a Russian-based server asking us to click a link for an update to our account. It took over a day to get a response from the company when informed of the hacked email. At that time we were sent a simple to do not open any links from us email. Responses to ****************************************** go unanswered and we still cannot get accurate copies of our filings for our records. At this rate, the percentage payment due to them is essentially for not. A year has passed and there is little communication as promised, broken links and no refund.

  Business response

  03/13/2024

  We take customer service very seriously and will respond as directly and comprehensively as we can. The customer has been receiving correspondence from the *** regarding their filings. On September 14, 2023, the *** announced that a moratorium was imposed on all Employee Retention Tax Credit (ERC) until further notice.  As part of the moratorium the *** slowed down processing of ERC claims to ensure the validity of the claim. Currently there is no end date to the moratorium and no information from the *** as to when ERC claims will be processed and paid out. Our records indicate someone reached out to the customer every 4-6 weeks by either phone, email, or both, as is our standard practice. The issue concerning the potential email security threat was handled immediately upon us becoming aware of it. We verified that the email in question did not carry any malware or viruses and advised all customers who received the email to delete it immediately. Customer Account Team has been restructured to ensure that anyone on the team can help any customer that needs assistance.  We no longer have assigned Account Representatives. We do not always have forewarning when an employee leaves the company, and we do our best to mitigate the effect a departure has on our customers.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed our ERC forms through the tax preparers associated with Innovation Refund in March 2023, since then, we received monthly contact from the our rep, only when I reached out to him directly. For a while we were told no movement occurred, then I received a letter from the *** stating that one of the quarters claimed were rejected because it was missing a signature, I informed innovation in July, it was not addressed or corrected until October 2023, it was 1 signature on 1 form. Then I was notified that the *** mailed out some checks, but they were lost. I informed Innovation and they told me to fill out the forms needed to correct this, which I did in December, 2 days after I was informed that they were lost. Then In January, I received 2 of the 3 missing checks, and no updates on the other 3 quarters. I contacted my rep at innovation and he said there were no updates, but to continue to wait. I called the *** and got an update myself. I proceeded to contact innovation and informed them that again, there were missing signatures on the forms they filed, which they said they would file correctly and completely on my behalf. I have called and emailed everyday for the last 3 weeks with no response and today, I learned that my rep is no longer working there. I need the corrections fixed to complete my ERC file for the remaining quarters and have had no luck contacting anyone. The last thing my rep told me was that he informed his manager, it was escalated and to expect an overnight ***** package with the needed documents to file. I have not received those documents, a phone call, or email back from anyone at innovation refund. I am beyond upset and frustrated with the service, since I was told these forms would be correctly filed and it appears that only half were, and they other half was not filed correctly, and no one seems to be able to give me the forms to do so.

  Business response

  03/08/2024

  We reached out to the customer regarding her complaint and were able to explain the gap in her service and her point of contact no longer being with the company. We addressed the difficulty we are having getting resolution on her missing refunds from the **** Normally the *** sends a letter explaining why a filing is rejected or held up at the **** We would then send it to the tax preparer assigned to the customers account for them to provided resolution. Without the letter, it was delaying our ability to help. Our team is working with a tax preparer and trying to expedite her request and her new temporary point of contact is staying in daily contact with the customer.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In Late April or early May of 2023 I began working with Innovation Refunds to receive an *** refund related to employees for my business during Covid during 2020. All paperwork was completed. Monthly I would receive a phone call or correspondence inquiring whether I had been paid by the **** and to forward copies if any checks or *** correspondence. The process was to take an average of 4 months. I spoke in November and December and was told that the *** was delayed in payments but my file was fully processed and it was only a matter of time that checks should arrive. In mid January I was contacted by a law firm who stated they were employed by Innovation Refunds to complete applications that weren't properly filed and which had 'fallen through the cracks" . I had a 1 hour Zoom meeting with an attorney who went through the application, and corrected errors, and was certain I would receive funds, but substantially less than what Innovation had calculated. They immediately forwarded the file to Innovation for final processing and fir forwarding to the *** prior to n anticipated *** rule change Feb 1. The law firm contacted me Sept 29 to confirm that Innovation had the file and that their work was complete. I contacted Innovation Refunds to see the status. ******** had no knowledge and could give me no update. I asked for a manager and she could not give me a number but assured me that the manager would contact me. I did not receive a call and left a message by end of day and two messages today the date of the anticipated deadline with no response. This is potentially a loss of $40,000.

  Business response

  02/12/2024

  Our systems showed that in May of 2023 the tax professional had filed the 941x quarterly documents with the **** Our account representatives moved forward with their monthly check in under the belief that everything was fine. The *** had slowed down processing things and we were not concerned about the amount of time that it was taking for the customer to receive his funds. It was the same as most of our customers that were all filed in May. We started a new program through another company, Tax Guardian, that allows them to get insight into where the *** is at with processing the refunds. When we had the customers permission to check on his filings, it was discovered that the *** was saying it had not been received after it was sent in by the tax firm that did the qualifications. Also in January, a bill was presented to congress that included ending new applications for the *** program. Since the *** was claiming nothing was filed, we quickly went to action and had another one of our tax partners reexamine the file and contact the customer. The reexamination did result in a change of refund amount.  We do have confirmation from the new tax partner that they mailed the 941xs.  Because things were moving so quickly with the end of the month drawing near not all of our account representatives were made aware of the problem, so when the customer reached out, his person was not able to give him any information. The customer has since been in contact with one of our account executives to have his questions answered. A customer care supervisor has also reached out to provide any additional assistance needed. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Subject: Formal Complaint Regarding Delay in *** Filing for CPS from Innovation Refund I am writing to formally complain about the handling of my Employee Retention Credit (***) refund request for ******** ************ Services (CPS). I received a communication from your team on September 13, 2023, confirming the submission of my application without certain documents and requesting additional information, which I provided promptly. This gave me the understanding that my application was being actively processed.However, your recent email dated January 29, ****, has left me both surprised and disappointed. It stated that due to a sudden change in the filing deadline proposed by the *** and the subsequent legislative changes, you would not be able to complete the filing of my *** claim. This is extremely concerning, as there was ample time since my initial submission to process the claim, especially considering the moratorium was a known factor.Your inability to fulfill the service you committed to has placed CPS in a precarious position. We are now at risk of missing the opportunity to file for the *** refund, potentially leading to a significant financial loss. This situation is even more frustrating given the lack of prior communication regarding any potential difficulties in meeting the filing deadlines.This delay has prevented us from seeking alternative services or even considering filing on our own in a timely manner. The lack of action and communication on your part is not only unprofessional but also detrimental to our business interests.I urge you to provide an immediate and comprehensive explanation for this failure to process our *** claim in a timely manner and detail how you plan to address this issue to mitigate any potential financial losses for CPS.I am considering taking further action, including reporting this matter to relevant regulatory authorities.

  Business response

  02/07/2024

  We take customer service very seriously and will respond as directly and comprehensively as we can . On September 14, 2023, the *** announced that a moratorium was imposed on all Employee Retention Tax Credit (***) until further notice. That is the date that ******** ************ Services (CPS) sent in the remaining documentation needed to move their paperwork to the independent tax professional that would have prepared the *** returns, a process that takes anywhere from 5-7 days. As a result of the ***s announcement, Innovation Refunds imposed a company-wide moratorium.  Innovation immediately paused all intake of new customers and all referral of existing customers to independent tax professionals for the processing of *** claims until the *** released further guidance. On September 26, 2023, we notified CPS of the *** moratorium, and advised CPS that we put all deals on hold until January ****.  We communicated with CPS several times between September and January regarding its *** claim being held due to possible legislative changes. We have no contract with CPS and CPS was free to  pursue its *** claim with another company, or with its own tax preparer. In mid-January, The Tax Relief for ******** Families and Workers Act of **** was proposed, which included a provision terminating the submission of new *** filings after January 31, ****. Based on this new information, Innovation made a decision not to send any claims that were being held during the moratorium to independent tax preparers for preparation and filing. On January 26, ****, Innovation Refunds sent out a communication to all customers affected by this decision, including CPS. It is unfortunate the *** created the constraints and proposed changes that affected Innovation and its customers. We are happy to help CPS transfer to its own tax preparer any data necessary for the preparation and filing of its *** claim. We did reach out to the customer via email with this same information.
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year they filed for ERC on behalf of my business. My tax accountant needs the paperwork that shows how we qualified for the credit; not the revised payroll returns. I was told by my ERC representative that those records were being held by the attorney they contracted with. I contacted the attorney on 1/17 and was told they would email the documentation by 1/19. After not receiving the documents, I called on 1/19 and left voicemail. No call returned. I called again several times during the day on 1/22, 1/23, and 1/24. They do not answer the phone nor return voicemails.

  Business response

  01/24/2024

  The customer wanted some documentation from the tax professional that did his ERC qualifications. This is not something that we have available to us and cannot get for him. We contacted him today and discussed what is going on. We confirmed that he has all the correct contact information for the law firm. He reached them once and said that they told him they would email him the documents by the 19th, at this time he still does not have them. He sent a certified letter to the law firm. We will check back in with him next week to see if he was gotten what he needs from them. Due to the end of our business contract/relationship with the law firm we cannot contact them or get the information for him. 

  Customer response

  02/02/2024

   
  Complaint: 21191967
  
  I am rejecting this response because:  

  While I understand they no longer have a contract with the provider, I do not agree that they are not responsible for providing the data.  My contract was with Innovation Refunds, not with the third-party provider.  I entered into contract with Innovation Refunds to complete the *** refund.  I received the amended 941Xs, but no documentation of the analysis used.  Therefore, only half of what I was to receive; none of what would be needed to prove qualification.  Innovation Refunds' contract claims to provide audit protection; however, they do not possess any documentation necessary to defend such and are unwilling to acquire the documents.  So, their audit protection is useless and leaves me vulnerable.  
  
  Sincerely,
  
  ***********************

  Business response

  02/12/2024

  Unfortunately, because Innovation Refunds was not the tax professional who did the work we have nothing to share. Innovation Refunds is in the business of referring tax professionals to independent tax professionals who independently do the calculations and determine eligibility for ERC. The customer signed a separate engagement letter with the independent tax professional who worked their file. The independent tax professional is the one who has any of the information regarding the work they did. It is unfortunate that the tax professional is not responding to the customer. It was not part of our agreement with them to have the supporting documentation. We no longer have a business relationship with SLT.  As such, we are unable to obtain any documentation from SLT  on your behalf. We have offered the customer the opportunity to discuss having his file reexamined by another one of our tax partners. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We started working with innovation refunds in January of this past year. Were closing in on a year and no movement has been made.Were on our third customer rep, they never seem to have answers to direct questions.They never forget to email me monthly to remind me monthly how to pay them if I ever get paid.They promised a timeline of 5-7 months when we started this process and now seem to have no clue.

  Business response

  12/11/2023

  We reached out to the customer in order to find out more information regarding his complaint. He is frustrated that everything is taking so long and we are not able to help them. Everything is filed at the **** tracking numbers show it was received. The customer is receiving letters from the *** which indicate the *** has something on file that is processing. Nothing has been updated through the limited monitoring that we do have, and the *** has not sent out any letters requesting additional information.  Because of bag log and the moratorium in place at the *** the processing times are longer and unpredictable.  There is no way for Innovation Refunds to reach out and talk to the *** on the customer's behalf and no way for us to speed up the process at the ***. A fee reduction was offered to the customer, they requested a larger discount which has been submitted for approval. Once the amount of the fee reduction has been settled, the file will resume its normal course with the account representative assigned to it.

  Customer response

  12/14/2023

   
  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.

  They've lowered their percentage to 17%. So, when and if we get anything (I still think its wild they sell a service they have zero control over), we'll get 8% more than the previous agreement. 

   

  I do think its wild that until filing this report I got nothing if substance from IR, it's like they only cared when it became a PR issue. 

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the 2nd time that we are posting about this company, they are a mess - We have been in contact with them vis email wanting updates and we are now getting to point where we think this business is a fly by night. We used them cause they promise to get us money - and nothing has happened in over a year, when we do call or email them we are being told to call the **** We went through them so that we wouldn't have to call the *** ourselves, Granted they did lower there payback percentage pay but if they still plan on collecting money from us then they need to stay on top and call the *** them selves.

  Business response

  12/04/2023

  We did receive and resolve the customer's original posting. They had been trying to reach out to someone to work with them on their file. The assigned representative is still actively working with the customer.The customers ERC was never received by the *** when they originally filed in September 2022. The customer accepted our offer of a significant discount to our fee. After having a tax professional review their file, we gave the customer options to resubmit their documents to the *** or for both parties to part ways and the customer chose to refile the documents with the ***. At that time, we set expectations with the customer that because we are starting over, it will take approximately **** months before theyre expected to begin receiving refund checks from the ***. Weve received weekly phone calls and emails from the customer, asking for status updates on their refiling. We have provided **** tracking numbers and have shared that their documents have been delivered to the ***. Because we are not tax professional, once delivered to the ***, legally Innovation Refunds cannot view statuses on any customers documents or call the *** on their behalf. The *** will not release specific information to us.   

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Have tried contacting a manager multiple times and been told I will get a call back but I never have received a call back. My person of contact will never answer questions, provide help or anything. All I ever get is the monthly generic email from the company with my person of contacts name. Have been waiting a year now for services to be completed.

  Business response

  11/20/2023

  I reached out to the customer and talked to her on the phone and followed up with an email. I have her account assigned to a new account representative and will be handing it off to them once we are sure things are back on track. I also forwarded an email to her to sign so we can better stay on top of what is going on and make sure that her file gets finished and processed. Agreed to do weekly updates with her while we figure this out.

  Customer response

  11/20/2023

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

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