ComplaintsforCPA Collective

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worked with CPA Collective as our tax preparer for 2023 (2022 taxes) and paid a monthly fee of $79 monthly to have them prepare and advise for our 2023 returns - for this year. We paid faithfully and on time monthly but we never received any service or responses to our emails or phone calls which we sent on these dates:4/15/23 - We emailed to let them know about our new income situation and we were told that our quarterly tax payments should be adjusted 4/25/23 - Emailed again due to no response from 4/15 email asking for clarity on our new income situation. No response received 5/2/23 - Received instruction on how to pay CPA Collective with no additional clarity surrounding our quarterly tax bills 6/12/23 - We reached out again for clarity on where to send check and income situation. No response.8/2/23 - We reached out again. No response 10/10/23 - Reached out for clarity on income situation again - suspecting that our quarterly tax payments were incorrect. We did receive a response this time - but just that we would be responded to by our accountant. No response came.1/22/24 - We reached out again both regarding the income question and what documents were needed to prepare taxes. No response.3/27/24 - Received a "final notice" to upload our documentation for taxes - which was the first time CPA had reached out to us in over a year.We're not trying to be unreasonable - we simply would like a refund of the last years monthly payments as we had to go with another accountant because of the lack of response from CPA Collective. We were unable (and continue to be unable) to reach anyone there. CPA Collective's non communication lead to us owing 13k in tax overages which was found by the accountant that we moved to and we also received an additional 500 fee for incorrectly calculating our quarterly payments and underpaying (which was the question posed to them for over a calendar year). Incredibly frustrated with CPA Collective.

  Business response

  04/29/2024

  CPA Collective values the chance to engage in constructive dialogue regarding customer service communications and will seek to resolve this matter directly with this former client.

  Customer response

  05/02/2024

   
  Complaint: 21566820
  
  I am rejecting this response because:

  we responded to the business agent who reached out and again have not heard back. Complaint needs to remain open as no forward progress has been made.

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

  Business response

  05/10/2024

  We value to opportunity to closely review each customer service matter thoroughly. 

  However, regarding the request for a refund of monthly subscription fees, it's important to clarify that our standard procedure does not include refunds for such fees. While we are open to considering your request, please understand that our policy does not typically permit refunds for monthly subscription fees.

  This matter is still in review. Once we have the final decision on this matter we will be in contact with this customer.

  Customer response

  05/17/2024

   
  Complaint: 21566820
  
  I am rejecting this response because:

   

  we have not received any response from the business in nearly 2 weeks
  
  Sincerely,
  
  *********************

  Business response

  06/05/2024

  After a thorough review of this account for tax-only services at a deeply discounted rate, we have determined that no refund will be issued for any paid fees, as they are non-refundable and operate on a use it or lose it basis.
  
  For context, this client was "a good friend" referred by an employee whose employment ended within 90 days due to behavioral and performance issues. Per our agreement with that former employee, the client received a significant discount from our standard rate we continued to honor.
  
  The negotiated rate covered year-end tax preparation only and excluded quarterly estimates. We have email documentation confirming ongoing communication with the client and that they were handling their estimated tax payments for 2023. There is also a history of missed and delayed payments. Our written engagement clearly states that any failure to make monthly payments may impact our performance; and repeated failures may constitute an event of termination that would result in the forfeit of any previous payments. 
  
  The client's decision to take their tax business outside of CPA Collective was made independently and at their discretion.

  Customer response

  06/05/2024

   
  Complaint: 21566820
  
  I am rejecting this response because:

   

  We review this response as unacceptable given a multitude of reasons which we have outlined throughout the complaint process.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I became a customer of ******************** July 1, 2023 - they were paid on a month retainer for the following scope of work as stated in their contract. Of the items listed in the Business Tax compliance section I only received services for #6.Tax compliance - Business (The Works)1. staying on top of tax compliance and the potential tax liability 2. ensure that your company stays compliant with all federal, state, and local taxing authorities, 3. we will Prepare Federal and (1) State Business income tax returns 4. Be available to answer questions throughout the year via phone or email 5. Prepare quarterly projections and estimates for the business 6. Advise regarding owner compensation planning 7. Respond to tax notices 8. Prepare California sales and use tax returns if required 9. Prepare annual city business license renewals ********** annual statement of information filings 11. Prepare 1099's (up to 3)10/13 - Noticed outstanding sales use tax unpaid and emailed to discuss the status of my tax and services. (No response)10/17 - Emailed again 10/17 - ******* said she would forward to ***** 10/17 -10/31 : never heard from CPA Collective 10/31- followed up again & gave availability (No response)11/9 - Followed up again (no response)11/15- Followed up again (no response)11/16- emailed *************************** - managing partner - detailing my experience - (No response)When I finally spoke with ****, he said I had two options- they could get me caught up and that way I could walk away with everything current and they would offer me a discount depending on how behind everything was. Or they could give me a full refund and I would have to deal with this mess on my own. On 12/19 I notified them via email that I wanted a full refund and would opt to deal with this mess on my own. They told me they would respond with the amount of my refund & offboard me by mid ******* is now the last day of Jan and I have no updated, refund or services rendered from CPA collective.

  Business response

  02/15/2024

  We have been in ongoing discussions over the last several months with ************************* regarding her concerns, including the specific complaints outlined in BBB complaint (Complaint No. 21234341).  During those discussions, we have reviewed with ************** our firm's various policies, including our no-refund policy for subscription ("use it or lose it") fees, as well as our firms specific issues and complaints regarding Ms. ****** failure to perform her obligations, including her failure to communicate with our team or to provide timely information.
  We sometimes offer discounts or credits in situations like the ones outlined by **************. We did offer ************** a discount as well as credits for future services; however, ************** declined our discounts and credits on future services, insisting instead on terminating all services. She made this decision with the understanding that our firm does not offer cash refunds.
  As part of our discussions with **************, we conducted an internal review of our engagement with her. This review determined that most services were completed by our firm as per the engagement terms. For those few services that werent completed, it was also determined that those services were not completed because ************** failed to provide access to her QBO account or because her instruction to cease our services stopped our delivery of certain services prior to the delivery date for such services. ************** never outlined any specific damages or injuries she actually suffered as result of the services that were not provided.
  Considering the issues we had in accessing Ms. ****** information and that ************** never suffered any actual harm, we do not believe she is entitled to any type of cash refund.  However, in an effort to resolve this matter amicably, we offered a partial cash refund to fully resolve this matter. ************** has tentatively agreed to latest offer but our written agreement regarding the resolution has not yet been approved by all parties at this time.

  Business response

  02/15/2024

  We have a settlement arrangement the principal terms of which have been approved by all parties, but a formal written agreement has not been signed and we expect it to be signed in the coming days.

  Customer response

  02/19/2024

  Hello,

  I Am updating additional information regarding this complaint. The Business has responded, and while we are attempting to resolve the matter they have not actually taken steps to follow through on the disengagement process (see attachment) They said I should have a disengagement document early last week. I received nothing as of the time I am writing this update. 

  They did say they are sending me the $119 electronically, however that is separate from the larger issue. My question is - if I say I am not satisfied with the response does this close out the case or does it allow it to stay open until I actually receive the information they promised along with the final settlement agreement.

  Customer response

  02/20/2024

   
  Complaint: 21234341
  
  I am rejecting this response because: We have still not reached resolution. I want to make note of several things also mentioned in the response from the business and provide additional context.

  1. I have attached a copy of my signed contract - no where does it state that there was a no refund policy on subscription services. In fact there is a service satisfaction guarantee for which it does not specify any services that are omitted from this promise 

  2. CPA Collective points out that they did not have access to the proper systems to complete the work prescribed in the agreement. However, what they fail to note is that part of their responsibilities is to oversee and monitor my accounts. Had CPA collective been overseeing and monitoring my accounts they would have noticed that they did not have what they needed to properly monitor my account. I signed up with CPA collective July 2023, they did not request access to any additional systems until 11/28/23. I want to make clear - I was not aware of what access they needed to follow through on their scope of work and I have no record of any such request for access to any systems prior to 11/28. By this point CPA collective should have noticed this oversight when they failed to file my Q3 taxes (which were not filed) and when they went to provide me with my tax position statement (which I never received) This further shows that CPA was negligent in not only providing services but monitoring and oversight of my tax compliance and position.

  3. While CPA collective has been in contact with me - we have not reached resolution. Once again they have failed to follow through on their self imposed timeline of providing me with a disengagement agreement by early last week (w/o 2/12/2024). I reached out Monday 2/19 to see when I should expect the proposed agreement and as of today I have not heard anything. 

  4. Lastly - I have reported this case to the CA office of attorney general. I have been directed that the ***** of *********** is better suited to help me resolve this matter, as at the point that I signed the contract with CPA collective their license tin the *********** was in delinquent status for almost a year. This was not disclosed to me. If we are not able to resolve this matter here - I will move forward with reporting this matter there. 

  At this point I am asking the following 

  1. CPA collective provide the disengagement letter for me to review by 2/23/24

  2. I will sign the agreement and return it

  3. CPA collective show proof that funds transfer has been initiated at which point I will resolve this matter through the BBB.

  If I do not hear from CPA collective by 2/23/24 I will move forward with the ***** of ***********.

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

  Business response

  03/01/2024

  In accordance with our initial agreement, we have commenced the Disengagement Agreement process via Adobe Sign with ************** on February 23, 2024. We are presently awaiting her review and approval to proceed.

*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. ↩