ComplaintsforArch Tax Company, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was under the impression that the company would resolve the problem. I owed $14,583.80 and thought they would put me in a "Fresh Start" program which they didn't. So, I was charged $1500.00, and I still owe the *** $14,583.80. And they Arch Taxes never called me back after I called them several occasions trying to get an answer as to what was the status of my taxes. they were unprofessional and I have the text where he or whoever texted said I was a bad person. Sounded a little racist to me because they never saw me or met me. I was misled and thought Arch Taxes were going resolve this.

  

  Business response

  06/06/2024

  Documents ****************************** contract, executed by ****************** on 05-15-23
  Mr. ******** activity log pulled directly from our CRM.  This log categories all activities associated with Mr. ******** account with Arch Tax.
  Mr. ******** Tax Report.  This report takes information directly from *** transcripts and demonstrates that Mr. ******** account has successfully been placed in a non-collectible status as of 12-13-2023. 
  
  Arch Tax was hired on 05-15-23 to represent him before the ****  Arch was consistent in our messaging and not once entertained the concept that Mr. ******** tax debt would be settled or eliminated.  Arch Tax consistently communicated the fact that we were pursing a non-collectible hardship program with the ****  Details of this program are:
  This is a hardship program
  Once approved, Mr. ******** account would be removed from *** collections and placed in this status.
  Once in this status, ****************** would not have to make a payment of any kind to the ****
  Balances remain on Mr. ******** account but would eventually expire and be written off.
  While in this status, the *** reserves the right to file a tax lien and future tax refunds are captured and applied to the balances on the account.
  
  Dates of Significant (reference the activity log)
  05-15-23.  Hire date.  Client contract makes no mention of being hired for a settlement or offer in compromise.
  05-26-23.  Welcome Call performed.  Specifics of the non-collectible program are discussed as well as documentation needed to accomplish.
  05-26-23.  *** (currently not collectible) documents list is created for chasing
  06-19-23.  The client immediately defaulted his payment agreement with Arch Tax.  Arch accommodated client and completely re-worked his payment schedule.
  07-18-23.  Client provided paystubs and bank statements for review
  07-24-23.  Client declined payment.  Arch re-worked payment schedule
  07-31-23.  Clients employment situation changed.  This had the possibility of impacting the *** program.  Asked for paystubs.
  08-14-23.  Payment declined
  08-21-23.  Payment declined
  08-23-24. Payment declined
  09-02-23.  Client called left a voicemail about changing jobs, etc. 
  09-18-23.  Client provided clarity on employment status
  12-07-23.  Conducted a final interview with client regarding his financial situation.  Walked through situation and discussed *** once again. 
  12-08-23.  Called the *** and obtained preliminary approval for *** status.
  12-13-23.  Called client for check in and left voicemail
  12-27-23.  Confirmed *** status with the *** 
  01-23-24.  Client requested his payment schedule be adjusted
  01-23-24.  Sent client an invite to his client portal so he could review all work performed. 
  02-20-24.  FINAL CALL WITH CLIENT.  Once again discussed all specifics of the *** submission.  When this call was complete, it was the final closing phone call with client.  Summarized all work performed.  Walked through *** submission and how it worked.  When the call ended, there was a sense of finality and the client appeared to be relieved and thankful for the work performed.  There was no sense that he was not satisfied with work performed.
  
  Notes
  Client consistently defaulted his payment schedule with Arch Tax.  A total of 7 declined payments from May 2023 to January 2024.  Despite this, **** continued to work on his behalf
  Clients total fee was $1,700 for *** Investigation + *** Representation for ***.  Of that, $1,556.25 was paid.  A balance of $143.75 remained but was waived well before any complaint was filed
  Arch Tax was consistent in messaging and not once promised client a settlement or offer in compromise.  Arch Tax consistently discussed the *** program and walked client through the specifics of this program at least 5 times during the course of the relationship.
  Arch Tax stands by the work performed as well as the messaging with client for the duration of the relationship.
  Arch Tax was courteous and professional for the duration of the relationship and continued to work on clients behalf, despite the many payment declines.  Arch could have defaulted the agreement but instead chose to help client as we promised we would. 

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