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:12/12/2024

  Type:Order 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 contracted with this company to help with a tax issue. They told me the fee for their services and I signed up. Subsequently I began asking questions about how exactly they could help to get the amount I owed reduced. The young lady who was assigned to me told me that there were only two ways and based on what she told me it became apparent that we wouldn't qualify for any relief. This was not my understanding based on what i had read on their website listed below. I got the installment plan. I didn't need to pay them to do that! I could have done that on my own "There are many IRS programs available:"Filing Back Taxes with the *** Submitting an Offer in Compromise Negotiating an Installment Plan Releasing IRS Levies and Liens Requesting Penalty Abatements Qualifying for Innocent Spouse Qualifying for Currently Not Collectible (CNC) status The general manager claimed he told me they couldn't guarantee any reduction in our initial conversation. (not true). The general manager then proceeded to tell several lies about our conversation to his colleagues in an email on 12/12/2024. I asked him if they were not able to help me get any relief what exactly was I paying for. I paid them for filing my 2022 and 2023 taxes, but what was the rest of the money for?That question set him off. When I told him I was going to write a review he threatened legal action for slander even though I clearly told him I would write an honest review. I would like an accounting of what I paid for with the exception of the filed tax returns. He threatened to cancel my account because I wasn't responding. I was given till 12/17 to respond yet he sent a text on 12/11 again threatening to close my case. When I called him back on 12/12 he was snarky and condescending which led to me ending the call. Step 2 of the uploaded document was not fully explained from the outset, hence me having to ask the associate.

  

  Business Response

  Date: 12/20/2024

  As the owner, I have personally have been working with **** since I heard he was upset with our business.  We have had multiple conversations via the phone, text and email about his case and ultimately came to a resolution we are both happy with.  

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  The business owner reached out to me upon learning of my dissatisfaction with how I was treated by the general manager. He was responsive to my concerns and made a good faith effort to remedy the issue. The business owner handled the situation with professionalism and satisfactorily resolved the issue.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/09/2023

  Type:Order 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 March 2023, I contracted with Instant Tax Solutions (ITS) to assist me in working with the *** to resolve a previous debt that I had been paying for previous tax years. Although I had already filed amended state and federal for both personal and business taxes for all of the years in question in 2021, I was having some difficulty with getting a response from the *** on the status of those amended taxes. I had also requested that ITS assist me with receiving penalty abatement and, possibly, an offer-in-compromise, depending on the outcome of the amended taxes.The primary reason I entered into the contract with ITS was because, according to them, the *** had not received most of the amended tax returns for the years in question. The *** told ITS that my return had been filed improperly because the Form ****S was used for my business tax filing instead of the Form ****. However, actually the *** had not processed my amended returns until July 2023. After confirming this with my previous tax accountant, I contacted ITS to find out where they were in the processing of my tax returns.NOTE: ITS had requested that I contact my previous accountant to request copies of the amended tax returns so that they could cut and paste the information on to the Form ****, which is very similar to the Form ****S that I had filed. ITS explained that the other amended *** forms would also be easy to complete, since they could use the information from those forms to complete the amended returns. This is the reason why they gave me the discounted price of $10,800.To date they have deducted $4920 from my account for contracted work that was never completed. ITS (********************* email 7/17/23) stated that they had not even begun work on my file; but as soon as I requested that my contract be cancelled, ITS changed their story. All I am asking for is what is rightfully mine - a refund of monies paid for work that was not ever completed: Otherwise, by definition, this is fraud.

  

  Business Response

  Date: 12/11/2023

  This client is correct with almost all of what she is saying regarding her case, and therefore we offered a refund in October via email, but never heard back from the client until this complaint 2 months later.  The main issue here was the *** being delayed in processing the client's S Corp election, so the client and our company were moving forward thinking we needed to amend her **** tax returns that were filed.  Finally, the *** got caught up, and this client didn't need our services any longer, and this would deserve a refund.  I just spoke with the client, and offered the same refund, which will be processed immediately.  

• Initial Complaint

  Date:08/16/2023

  Type:Order 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 opened a contact with Instant in May of 2020 for the amount of ********. In November of 2020 this amount was paid in full. From that time until now, I have grown deeper in debt and collection to the **** Instant Tax has NEVER has, silpmly never has, provided me with a payment plan, possibility of a reduction to my tax bill, or an amount to settle, or even any possible closer of my case. What they did do, unfortunately I do not have a date because I did not receive a notice, was drop my case in 2022. The way I received notice to this was the revenue officer who had came to my wifes house looking for me in December of 2022!!! I reached out to them that same day in December for understanding and their responds was for me to pay them and an additional *******, and theyll continue to work. Oh and it was my fault this happend. This company has created more hardship for me, worry, duress, and more aggressive tax enforcement against me. I would like every single dollar paid back to me. I tried speaking with **** this morning, but of course he claimed it was my false, I paid they for their friendship, he was calling his was telling his lawyer on me. Below I have listed reasons way I was under the impression I had chosen the right people for help, and what I consider now to be complete lies and untruths and reasons to my money to be returned!! "---We can stop these revenue officers in their tracks, and make the harassment stop- instant tax""---If you have started receiving these letters or notices, we can help you plan out exactly what you should do to make them stop.- instant tax""--We fight these every single day, and can have them significantly reduced and even removed, so you can just pay the amount you owe, not more.- Instant Tax""---We work quickly to get these garnishments removed, so you can move on and live your life! - Instant Tax"

  

  Business Response

  Date: 08/21/2023

  Instant Tax Solutions spent 2 years working with the *** on this client's behalf.  We did 5 tax returns (3 *** & 2 State), lifted a wage garnishment, wrote his mortgage company a letter, and worked with the *** and State constantly throughout the 2 years **** was a client.  Our company was waiting on email responses from the client for 6 months, before making the decision to close his case.  After speaking with **** recently, he understood what happened, and responded to the BBB acknowledging this and asking for the BBB to remove the complaint.  

  Customer Answer

  Date: 08/23/2023

  Could you please remove this complaint  CID# ********. I receive a direct phone call from the owner who did provide me with a refund and resolution. 

  
  thanks,
  

  ********************

  
  

• Initial Complaint

  Date:08/08/2023

  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 spoke with ITS early 2018 and explained our tax situation. I was told they could help us and that the cost would be $2000.00. In speaking with them initially I was told of specific options for our situation. I explained that what I needed was someone who could help with the penalties for a the years in question and was assured this was something they could do, I explained that if they could not help with penalties there would be no sense because I could set up a payment arrangement on my own . As of February 2022 I had a payment plan in place that ITS set up (which I could have done on my own as stated in our initial consult but nothing on any abatement and I had to contact ITS again for an update. It took several emails to get a response from them (after threatening with BBB and ** Attorney General) and was given excuses about employees being furloughed at ITS. It ends up that they got $1200 credited toward our penalties. WHY on earth would I pay $2000 to get $1200 credited, I would have been better off setting up the payment arrangement on my own (again, discussed and very clear during consult) and putting that $2000 toward the taxes. I have been back and forth with reporting because I still don't even know if the $1200 was ever credited because this was the last email info with no proof "I am very pleased to tell you that she was able to get the *** to ***** $1,232.53 in penalties." There were false promises made, who would pay more than what ended up credited to their *** account when I could have set up an arrangement on my own and wouldn't have needed them for that.

  

  Business Response

  Date: 08/14/2023

  Hello, this client had rescinded this complaint almost immediately after leaving it once she realized more details.  Here is a copy of her email to the BBB:

  "At this time I would like to rescind Complaint ID: ********.  After being contacted by the owner and getting some detailed information/explanations I do not feel as though this incident should tarnish their reputation.  His willingness to contact me and offer this information speaks volumes about the company and it is greatly appreciated."

   

  Can you please confirm that this complaint will be removed?  I have emailed asking, but haven't gotten a response back from the BBB.

  
  Thank You, *********************, Instant Tax Solutions

  Customer Answer

  Date: 08/15/2023

   
  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.  Within hours of my complaint the owner himself contacted me and went over information/explanations and did everything in his power to make things right.  His quick response and desire/willingness to do anything within his power to make things right speaks volumes about the company and himself.  It is truly appreciated and I wish I would have contacted him directly initially prior to making the claim.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2023

  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.

  1. Transaction dates: May 25, 2022 - June 7, 2022 2. Amount of money paid: $6,800 3. What the business committed to provide: Penalty abatement; deferment due to hardship 4. Nature of dispute: a. Business assured me at the time of free consultation that I was a good candidate for penalty abatement. b. Business assured me that they have a level playing field with IRS and FTB to negotiate payment plan. c. Business assured me that they will ask for hardship consideration.5. Has the business tried to resolve: Offering way too small an amount than what I am asking for.The business offered me free consultation and assured me they would get me penalty abatement and negotiate affordable monthly payment plans. I had lost my job; I had no income at the time of consultation. After I signed up, they did not take up working on my case for 8 months. In the first 8 months the only service they provided me was preparing Tax Returns for 2020 - this they said was a pre-requisite. They promised services and failed to provide the main requests - penalty abatement and affordable payment plan. Yet they are unwilling to refund me what is legitimately owed to me - they offering to refund only a small amount.After 2020 Tax Returns was filed (mid October 2021), a 3rd case worker called me (Feb 2022) 8 months after signing up for services to discuss the situation. The 3rd case worker on her first phone call told me "Since you have a dissipated property, you will not get any reduction." There was not going to be any penalty abatement. After much negotiation, ITS agreed to return me $1,133. I told ITS that nothing less than $5,000 was acceptable. After this, ITS stopped communicating with me. I request BBB to kindly intervene on my behalf. In Short promises made at free consultation is never related to the case worker; case worker does not fullfil the promises made. Both get the same financial picture, but the results are far different than the promises.Sincerely,******.

  

  Business Response

  Date: 03/14/2023

  ************** was given a free consultation in June 2021.  Due to being unemployed, he never actually signed the contract until July 12, 2021.  We started working the case and have many hours involved in helping ***************  Unfortunately, ************** was extremely difficult to communicate/get ahold of and procrastinated many times to get us what we needed.  We did work his case to resolution based on the laws, rules & regulations set forth by the *** & the state of CA.  ************** was explained that the *** and the ******************* do have control and the power.  Ultimately, the final decision will come down to them.  We did finish his case and we did get him arrangements as agreed per the contract.  However, ************** just didn't like the result.  He then started calling the *** & state himself and ultimately got a higher payment plan than what we negotiated.  He then proceeded to try and hire another company to resolve his debt thus asking us for a refund.  We completed all the work as agreed.  Please note, we have not heard from this client for about 1yr.  He is taking advantage of our firm by requesting his money back for work that was completed.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19584992
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  The response from ITS is totally unacceptable and I reject it. In addition they are making false claims. Their claim that they spent many hours on my case is wrong. In the very first converstation with the Case worker (who was assigned more than 3 months after filing the Tax Returns), she told me I will not get penalty abatement because I had a dissipated property. They had this information when they filed the Tax Returns. ITS is the one that is taking advantage of me; they are aware they did not fulfill their promises and so were willing to offer me $1,133 as a settlement - I did not accept it and asked for $5,000 - after which they kept silent. I do not understand why they think they deserve so much fees for just filing the Tax Returns.
  
  ITS charged me $6,800 claiming that I was a good candidate for penalty abatement, lower installment plans with ***/FTB and tax preparation as a prerequisite. After Signing ** in July 2021, ITS filed for 2020 Tax Returns just before October 15, 2021. At this time they had the complete financial picture, the same picture I had given at the time of free consultation. 
  
  The case worker called me in February 2022, several months after filing Tax Returns. In her first conversation with me she said there will be no penalty abatement. She did not make an effort to negotiate with the *** to reduce my monthly payments which was going to be $2,500 from February 2022 onwards. She offered to establish monthly payment of $1,800 with CA ********************* I told her this was too much for me as I did not have a job. She offered to file for hardship and get payment delayed for a year, which she never filed. At this time I decided that ITS was not doing what it promised to do. So, I called CA ******************* and made payment arrangements for $1,000 per month. I have emails to prove everything I am saying here.
  
  The only service provided by ITS to me is tax preparation and they should only charge me for that service. They failed to fulfil their promise of penalty abatement and obtain lower installment plans. They should not take advantage of a senior citizen and try to keep the money they did not earn. 
  
  How can a business charge $6,800 making alluring promises, not fullfil their promises and yet refuse to return the fees for the services not provided by them? 
  
  I once again ask BBB to intervene and help me get the refund I am owed. They can charge me a reasonable fee for preparing taxes (Turbo Tax charged me less than $500 for filing 2021 Tax Returns).
  
  Sincerely,
  
  ******.

  

  Business Response

  Date: 03/23/2023

  **************, very clearly understood, or at least he said he he did when he was explained that we cannot guarantee reductions or end results.  Now that the process is over, he wants to complain about the end result.  As he was told in the beginning, the *** holds the power and makes the rules.  All we can do is make sure that his rights are protected per the laws, rules and regulations set forth.  He is the typical person that takes advantage of businesses.  He wanted someone else to deal with the *** so that he didn't have to and then wants to complain when the result isn't the one he wants.

  Truth is, if we could guarantee reductions, nobody on the planet would pay their taxes.  They would just come to us and we would perform the miracle of making their taxes disappear.  He knew exactly what he was doing or he shouldn't have signed the contract.  Nobody forced him to sign it.  He said he understood and he willing signed the contract.

  It is quite rude and disrespectful to play the senior ************ when there are truly senior citizens being taken advantage of.  ************** knows exactly what he is doing at this point.  He got us to do the work and then falsifies the situation and wants a refund.  We will not be honoring his request.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19584992
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  Instant Tax Solutions has failed to fullfil the promises they made to me. ITS said I was a good candidate for penalty abatement, offered to help with reduced in monthly payments; and agreed to prepare my taxes for 2020. The only service they provided was tax preparation. They failed in getting me both penalty abatement and monthly payment reduction.
  
  Now I got the BBB involved, they are hiding behind primitive tactics such as I was difficult to work with; *** and FTB have their own rules; we asked them; we spent so much time. Does ITS not know how the *** and FTB operate by now? What is and is not allowed by *** and FTB? How long have they been in this business? How can the "free consultant" be so wrong or ignorant compared to the case worker - I am sure this is deliberate tactic.
  
  I have worked with another company called "************, Tax Defence Network," for a fee of $10,000 who also promised me similar things in 2020, but did not succeed. However, when I approached them, they were honest, easy to work with and refunded me the entire $10,000. That is what I would call an ethical company, a honorable institution, I would highly recommend such a company to anyone, but will never recommend Instant Tax Solutions. This is a disgrace that I have to go through so many emails, spend so much time, so much aggravation; totally frustrating experience. 
  
  In conclusion, I would say that the modus operandi (it means, habitual way of operating) of this company is this:
  
  Step 1: 
  Front end "free consultants" make outlandish promises - they ignore facts presented; their only aim is to get the client locked-in. They collect huge amount of money. They do not communicate the promises made to the case worker.
  
  Step 2:
  They do the pre-requisite (such as tax preparation) and assign a case worker at their own pace, generally months (more than 3 months in my case). The case worker works with the same set of facts provided to the "free consultant" but arrives at an entirely different outcome.
  
  The client is not satisfied and asks for a refund.
  
  Step 3:
  The owner of the company steps-in and makes all kinds of false claims, incorrect assertions, etc. After the owner is convinced they did not provide the promised services, he "generously" decides to refund a small amount (and keeps a large chunk).
  
  How, a company that advertises to reduce tax burden, adds more financial burden and refuses to return the money that it did not earn is beyond me.
  
  ************************

• Initial Complaint

  Date:10/27/2022

  Type:Billing 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 July 2021, my ******** received a letter from the **** demanding we pay $20,000 punctuated with escalating threats. We had been working to resolve open issues with the *** for two years. Covid-19 slowed *** problem resolution, but apparently not asset seizure. We entered into a contract with Instant Tax Solutions (ITS), paying $2,800 to manage our case.We have no idea what ITS has done for us in the last 16 months. We had problems with our case manager and in late 2021 attempted to escalate our problem to General Manager *********************. **************** told us he has many clients and could not follow the particulars of our case, and refused to intervene or address our complaints. In June 2022, after our case manager departed, ***********************, Tax Manager and ***********, case manager contacted us, apologized, saying the case should have been resolved, and they would do it ASAP.On August 3, 2022 we received a revised 2017 tax return from ITS, with a $900 refund, and we were prompted to sign off. We quality-reviewed the document and found severe errors.When the revision came through on August 16, there were a number of changes to the return and now we owed $1,400. We spoke with ************** who incorrectly claimed the $2,300 variance was due to failure to include the *** premium reconciliation (which was in our original return to the ***).We accepted one adjustment of $300, leaving $2000 variance unaccounted for. For two months weve pressed ************** for an explanation of her revised treatment of other line items and she is unable or unwilling to answer our questions. In the absence of an explanation, we are left to assume the issue is tax preparer error.My wife and I hired ITS because they touted their competence and good working relationship with the ***. We were buying peace of mind. We believe weve received neither. As stated in the beginning, we have no idea what ITS did for us other than provide error-ridden revised returns. We are seeking reimbursement of our payment.

  

  Business Response

  Date: 10/28/2022

  My name is ********************* and I am the General Manager of Instant Tax Solutions. I personally reached out to *************************** in an attempt to remedy his grievance. Mr. ******** issue with our firm is that we ethically refused his request that we prepare his returns in ways that went against proper filing procedures. When I spoke with ****************** about this issue he was immediately abrasive, used vulgar language, and proceeded to use racial slurs.  I explained to ****************** that I could not tolerate that type of abusive behavior.  My request that he be appropriate with myself and my staff only incited him.  I cautioned ****************** that our firm has zero tolerance for clients demanding ethically questionable representation and berating our employees.  I attempted to explain to him that our firm must follow the rules, laws, and regulations in order to prepare and resolve a clients tax situation legally and ethically.  ************************** behavior did not improve and I was forced to close his file.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18296986
  
  I am rejecting this response because:

  **************** comment is non-responsive. Instead of answering our questions regarding a lack of service for our fee, he lowered himself to name calling and unsubstantiated accusations of unethical behavior.
  

  ITS continues to refuse to respond to our question why our return flipped $2300 from a refund to a payment because, as ITS contends, they added the *** premium reconciliation.

  
  His comment that we demanded ITS prepare our return not in compliance with *** regulations is incorrect. ITS prepared both returns under question. If we accepted the August 3 return at face value and signed off, we would have been shocked when the *** amended the ITS return to our detriment.

  
  We have requested for months that ITS explain the variances between their August 3 and August 16 returns, and that still has not happened. To make this job easier, we prepared a spreadsheet showing the variances by line item. We sent this spreadsheet to ************** twice. We have also stated we would like to understand why ITS any changes from our original return to their August 3 revised return.

  
  Because of the sensitive nature of the information, we expect ********************* to provide his explanations in an email and not on the BBB site.

  
  As we said before, we do not understand what ITS has done for us except provide error-ridden revised returns. Our demand for rescission is unchanged.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/03/2022

  We are no longer representing this client.  I was clear about our firms stance on berating employees and using racial slurs.  We have a zero tolerance policy.  ****************** in his response didn't even deny saying those things which only  proves my point.  Regarding his case, our CPA has tried multiple times explaining the tax returns to *******************  He just keeps asking the same question because he doesn't like the end result.  We are not miracle workers.  We have to prepare returns and resolve cases within the laws, rules and regulations set forth.  ****************** is asking that we don't put this out in public due to the confidential nature, then I am not sure why he decided to post a negative review with the BBB.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18296986
  
  I am rejecting this response because: Our point is ITS has not provided services for our fee or answered our specific questions.

  Customer Answer

  Date: 11/21/2022

  Dear Sir or Madam:

   

  An e-mail was send to *********************, owner Instant Tax Solutions, on 11/21/22022 at 9:57PM CST.  The email summaries the information presented in our earlier postings.

   

  As always, ITS is in the tax services industry, please respond with details via email.  ** financial information is to be posted on the BBB website.