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:04/18/2025

  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.

  I am filing this complaint against Sprintax for misleading marketing practices and lack of transparency that led to financial harm and the loss of my ability to timely file my state income tax return.When I used Sprintax to prepare my 2024 taxes, I was clearly informed that federal tax returns would be electronically filed (e-file). On the checkout page, both federal and state tax filing were bundled and presented together, with no clear distinction regarding the filing method. I paid for both services under the reasonable assumption that both would be e-filed especially because the prices were similar and appeared under a single checkout process.However, after payment was completed, I was informed for the first time that my state tax return must be printed and mailed manually. This critical information was not disclosed before payment, which is misleading and deceptive. Furthermore, my Sprintax dashboard showed a status of "accepted" for both filings, which created the false impression that my entire return (including state) was successfully submitted electronically.I have attached screenshots showing that Sprintaxs payment page contains no warning or disclaimer that the state tax return must be mailed. In contrast, other tax software such as OLT clearly shows a pop-up warning before payment, explicitly informing users when a state return is ineligible for e-filing. By the time I realized that my state tax return had not actually been filed, the tax filing deadline had already passed, which may subject me to penalties and delays in refund.When I contacted customer service, they refused to issue a refund and merely pointed to a post-payment notification that supposedly told me to mail my state return. I find this unacceptable. A company should not be allowed to bury critical information after purchase, especially when it impacts legal compliance with tax law. I request a full refund of the state filing fee.

  Business Response

  Date: 04/22/2025

  Hi *****,
  Thank you for your e-mail.
  Please note that Sprintax has only ever advertised e-filing for Federal tax returns, not for State tax returns. At no point has our website or platform indicated that we support e-filing for State returns.
  As such, we regret to inform you that your refund request does not align with Sprintaxs Terms & Conditions, which you explicitly reviewed and agreed to when creating your account:

  
  1. Please note: While we offer a free Federal E-filing service,not every customer will be eligible to e-file and it is only possible to e-file your documents under certain conditions.
  2. Please note: You will not be entitled to a refund if you are not eligible to e-file your documents.
   
  ************************************************************
  
  While we understand this may not be the response you were hoping for, please note that Sprintax cannot be held responsible for a service that was never advertised or mentioned anywhere on our platform.
  
  With best regards,
  The Sprintax Team 

• Initial Complaint

  Date:04/15/2025

  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.

  On April 14 2024, I purchased Sprintaxs online tax preparation service for non-resident federal and California state tax returns for the 2024 tax year. The service is marketed as a complete solution, including federal e-filing and compliance for non-residents. However, I was misled at multiple stages of the process and did not receive a usable ************ are the key issues:1.Incomplete Federal Return: My W-2 included HSA contributions (Box 12, Code W), which require IRS Form 8889. Sprintax does not support this form online, meaning the federal return it generated was incomplete and unfileable.2.Lack of Disclosure Before Payment: Nowhere in the filing flow was I clearly informed before payment that:Form 8889 would not be supported online,I would need to manually file the federal return offline, andThat the preparation of the missing form would take at least 5 business days well past the tax filing deadline.3.Customer Service Dismissiveness: When I requested a refund, Sprintax refused. Their representative pointed out that my federal return was free due to a discount code and stated, you got what you paid for which is inappropriate, dismissive, and irrelevant to the fact that the service as a whole was unusable and incomplete.4.Bundled Purchase: I paid $49.95 for the bundled state + federal service. The state return alone is not usable without a valid federal return. Sprintax cannot separate the two post-facto to deny accountability.This experience is a clear example of misleading advertising, poor product transparency, and unacceptable customer service. The service I received did not match what was advertised, and I was left with an incomplete federal return that I could not file.I am requesting a full refund of $49.95, and urge the BBB to look into Sprintaxs business practices.

  Business Response

  Date: 04/17/2025

  Hi ********,
  
  Thank you for your feedback.
  
  We have carefully reviewed your case,including all communication with our support team and the documents you submitted.
  Our team escalated your initial request and responses within 30 minutes of receiving your email to ensure prompt assistance with the concerns you raised.
  
  The services you selected included the following:
  Federal tax return: Priced at $54.95; however, this fee was fully waived through the application of a discount code.
  California State return: Priced at $49.95; this return was automatically generated upon payment and is both accurate and complete based on the information provided and CA tax office regulations.
  
  Please note that Sprintax is self-preparation software, and as such, there are limitations to the forms that can be completed online. At the time of your preparation, you were informed within the platform that Form 8889 *************** Account) is not supported for online completion, when you have selected code W in box 12 of your W-2 form:
  
  Attachment 1
  
  Please note that Form ********************************************************** State tax returns. Our team thoroughly explained the situation and offered to prepare the additional Form 8889 on the same day. However, to complete Form 8889, additional information was requested,which has not yet been provided.
  
  While we understand that this may not have aligned with your expectations, our platform did not fail in its delivery of the product. You received:
  A complete and accurate California return, which remains unaffected by the absence of Form 8889.
  A Federal return that correctly accounted for your data, with a clear advisory about the additional steps needed to manually include Form 8889.
  
  Please note that, in accordance with our Terms and Conditionsto which you explicitly agreeda refund cannot be issued. As highlighted below, the payment made for the California State tax return covered a service that has been fully and accurately delivered. The inclusion of Form 8889 does not impact on the calculations of your return, nor will the absence of this form result in negative consequences with the IRS
  
  Attachment 2 
  
  In conclusion, a refund cannot be granted, as the California State tax return you purchased has been accurately prepared and successfully delivered. Moreover, you were explicitly informed prior to purchase that the Federal returnprovided free of chargewould require offline preparation for Form 8889 in addition to the Federal return provided.
  
  With best regards,
  The Sprintax Team 

  Customer Answer

  Date: 04/19/2025

   
  Complaint: 23206531
  
  I do not accept Sprintaxs response, which continues to misrepresent the facts and avoid accountability.
  Here are the specific reasons why Sprintaxs reply is inaccurate and unacceptable:
  

  1. Misleading Claim of ********************start="366" data-end="369"> Sprintax claims I was "explicitly informed" that Form 8889 would not be supported before purchase. This is false. No clear, unavoidable disclosure was presented before payment stating that I would be left with an incomplete and unfileable federal return. Burying information inside pop-*** or FAQ links does not constitute a legally sufficient warning, especially when payment is being collected under the promise of a complete tax filing solution.
  

  2. Federal Return is Incomplete and ******************start="890" data-end="893"> A return missing Form 8889 is not legally complete and cannot be filed without risk. Whether or not Form 8889 impacts the final tax calculation is irrelevant the *** requires it to be included if HSA contributions exist (as they did in my W-2). Sprintax providing an incomplete federal return violates the basic premise of what a tax preparation service is supposed to deliver.
  

  3. Failure to Disclose Offline Filing and ****************start="1343" data-end="1346"> Sprintax never informed me before purchase that offline preparation would be required and would take up to 5 business days well past critical filing deadlines. The need for manual filing, along with the extended delay, fundamentally changes the nature and value of the service purchased.
  

  4. Misleading Advertising About E-Filing:
  Sprintaxs website prominently advertises that it allows federal e-filing for most users. In my case a very common situation involving an HSA e-filing was not supported. This advertising is misleading and induced me into purchasing under false pretenses.
  

  5. Dismissive **************************start="2000" data-end="2003"> When I requested a refund, Sprintaxs customer service agent dismissed my concerns by stating, you got what you paid for, alluding to the fact that the federal return was free because of a discount code. Regardless of discounts, the total bundle purchased ($49.95) included federal and state filings. Delivering half of a service and an unusable federal return does not satisfy the sale.
  

  6. State Return Alone Is Not a **************************start="2464" data-end="2467"> Sprintax attempts to separate the state return from the federal return post-purchase. However, state returns rely on an accurate and complete federal return. Selling a bundled product, then claiming a partial delivery absolves Sprintax of responsibility, is deceptive.
  

  7. Consumer Protection Laws Override Terms and ********************start="2805" data-end="2808"> Citing internal "Terms and Conditions" does not shield Sprintax from basic consumer protection standards. If a company fails to deliver a service fit for the advertised purpose, the consumer has a right to a refund regardless of fine print.
  
  Summary:
  Sprintax failed to deliver what was advertised and charged me for a service that cannot be used as promised. Their communications have been evasive and dismissive. I am requesting a full refund of $49.95. I request the BBB to continue investigating this matter thoroughly, as this is not an isolated issue it impacts many international students and non-resident filers who are particularly vulnerable to predatory practices like these. 
  

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

  Business Response

  Date: 04/22/2025

  Hi ********,
  
  Thank you for your reply.
  
  1. As mentioned in our previous response, there was a prompt in Step 3prior to paymentindicating that your case needs to be prepared offline by a tax expert.
  2. Since Sprintax is a self-preparation software, it cannot account for every possible tax scenario. As a result, certain schedules may need to be prepared offline.
  3. You were shown a prompt before making payment, informing you that your tax return might not be completed before the deadline. By proceeding, you acknowledged and agreed to that notice.
  
  Attachment 1
  4. The Terms and Conditions you reviewed and accepted during registration clearly state the following: Please note: While we offer a free Federal E-filing service, not every customer will be eligible to e-file and it is only possible to e-file your documents under certain conditions. and  Please note: You will not be entitled to a refund if you are not eligible to e-file your documents. - ************************************************************. The very same messages are visible at two places before payment

  
  Attachments 2 and 3

  
  5. The Federal and State tax returns are not sold as a bundle. On the checkout screen, each is listed as a separate option. This means you can choose to purchase only the Federal return without the State, or vice versathere's even an option to purchase just the State return if you've already prepared the Federal on your own.
  In your case,the Federal tax return, including the additional Form 8889, was fully prepared at no cost. Therefore, there is no amount to refund for the Federal return.
  6. As mentioned above, the Federal and State returns are not bundled together. Additionally, certain State tax returns must be prepared offline. You acknowledged and agreed to the prompt indicating that placing an order this close to the deadline may result in additional processing time.
  
  Based on the information you provided, were confident theres no evidence of any breach of the User Agreement. The service was delivered as advertised, especially considering your order was placed just one day before the deadline.
  
  With best regards,
  The Sprintax Team. 

• Initial Complaint

  Date:04/10/2025

  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.

  I paid $125 to Sprintax expecting a smooth tax return process. I followed all instructions provided, yet my e-filed tax return was rejected by the ***. After reaching out to Sprintax support, they offered no meaningful help to resolve the issue and refused to issue a refund, even though the service failed to deliver the expected outcome.I was told to print and mail the forms myself, which defeats the purpose of using their paid platform in the first place. Their refusal to refund is based on their terms and conditions, but the experience I had does not align with the service they advertise.I am seeking a full refund of $125.

  Business Response

  Date: 04/14/2025

  Hi Vlad,
  
  We are very sorry to hear about experience and we appreciated the provided feedback.
  
  After you contacted us about the *** rejecting your Federal tax return, our team has reviewed your case and advised you that a refund is not possible due to this reason.
  Sprintax is a self-preparation software, and all purchased services have been delivered as advertised. While we offer free e-filing, which you have used, we do not have any control on whether the *** will accept or rejected your e-filed return.
  
  You have purchased the following services:
  Federal tax return for $54.95
  State tax return for $44.95
  FICA forms for $19.95
  
  We understand your frustration with the rejected Federal return, however all three purchased services were delivered immediately after check out and are ready to be filed. 
  
  Furthermore, based on our Terms and Conditions, which you can find here: ********************************************************************'s explicitly outlined that a refund cannot be issued for the delivered service. 
  
  With best regards,
  The Sprintax Team

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23186593
  
  Response to Business Complaint ID: ********
  
  
  Dear BBB,
  
  
  Thank you for forwarding the businesss response.
  
  
  Unfortunately, I do not accept Sprintaxs answer as satisfactory. While I understand that Sprintax is a self-preparation platform, I paid for a service expecting that the tax return I submitted would be accepted by the ***, or that at least I would receive proper support in resolving any issues.
  
  
  Sprintaxs platform allowed me to e-file a return which was later rejected by the ***, and the only support I received was being told to print and mail the forms myself a solution I could have managed on my own, for free. This goes against the advertised convenience and ease-of-use that justified the $125 fee.
  
  
  In this case, I feel the service failed to meet its advertised purpose: to guide international students and non-residents through a successful tax filing. While the company claims the service was delivered, the outcome clearly shows otherwise.
  
  
  I am still seeking a full refund of $125 and kindly request BBBs assistance in holding Sprintax accountable for delivering a service that did not meet reasonable expectations.
  
  
  Sincerely,
  ******** ******
  
  

  Business Response

  Date: 04/16/2025

  Hi ********, 
  
  Thank you for your reply. 
  
  We understand your concerns regarding the e-filing process and have conducted a detailed review of your case with our team.
  Please be advised that Sprintax is a third-party self-preparation software for nonresident tax returns. We do not have control over ************ processing, or decisions. If there is any discrepancy between the information provided and what the *** records, your federal return may be rejected. The *** process is fully automated and independent of the services we provide.
  
  The e-filing service applies solely to your Federal income tax return, for which the preparation fee is $54.95. In addition, you have utilized services for the State tax return priced at $49.95 and the **** forms priced at $19.95. These services are separate from your Federal e-filing, and any issues with your Federal return are not related to the other forms.
  
  All three forms were made available immediately after payment, and we have fulfilled the services as advertised. While we understand that you expected your e-filed Federal return to be accepted by the ***, we clearly indicate on our website that acceptance is governed by *** criteria and is beyond our control.
  
  We have also provided extensive information about e-filing on our blog and Knowledge base, which have over 300 articles and posts that go into details about the service we provided and topics like the e-filing. 
  
  Furthermore, we have explicitly notified you that a refund for the service cannot be issued due to your e-filing being rejected before the payment in your account. 
  

  Our Terms and Conditions clearly outline our refund policy, and by using our services, you explicitly agreed to these Terms and Conditions.

  
  We would like to emphasize that the rejection of your e-filed Federal return through Sprintax is entirely dependent on the ***, which does not affect any other services you purchased and all three services you ordered were delivered in full and as advertised. The reason the *** rejected the return was that the date of birth you entered did not match the one they have in their system. All this is beyond out control. In this case we regrettably are unable to offer a full refund solely that your e-file got rejected.
  
  With best regards,
  The Sprintax Team

  Customer Answer

  Date: 04/16/2025

   
  Subject: Re: Complaint ID ******** Rejection of Sprintax Business Response
  
  
  Dear BBB,
  
  
  Thank you for the opportunity to respond.
  
  
  I respectfully reject Sprintaxs response and continue to request a full refund of $125.
  
  
  The company claims that my federal return was rejected due to a mismatch in my date of birth. This is false. After contacting their support, I was told the real reason for the rejection was the absence of a control number on my W-2, which was not provided by my employer.
  
  
  While this is a known issue, Sprintax allowed me to skip that field and submit the return anyway without any clear or urgent warning. Their website only mentions the importance of this number in small text, which I did not notice while completing my return on a mobile phone. There was no system flag, error, or prompt that informed me my submission might be rejected without it.
  
  
  The entire point of using a paid platform like Sprintax is to avoid mistakes like this and to ensure a smooth e-filing process. Instead, I ended up with a rejected return, no real support, and no time to correct the issue.
  
  
  I chose Sprintax specifically because the *** filing deadline was April 15, and mailing from my home country (*******) would take over 2 weeks making it impossible to file on time. So not only did I lose $125, I also missed the opportunity to receive my tax return this year because Sprintax failed to prevent or warn about a critical issue in their system.
  
  
  For these reasons, I strongly believe the service was not delivered as advertised, and I am again requesting a full refund. I kindly ask BBB for assistance in resolving this matter.
  
  
  Sincerely,
  ******** ******
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  I am submitting a formal complaint against Sprintax for unfair business practices regarding improper charges. On March 18, I filed my tax return through their platform and entered the discount code provided by my school at checkout. However, their system failed to apply the discount, and I was still charged the full ********* a result, I was wrongfully charged $54.95, even though the discount code I used was valid and confirmed to be applicable. Despite contacting Sprintax regarding this issue, they have refused to refund the overcharged amount.This practice is unacceptable and unfair, as I should not be held financially responsible for a system error on their platform. I urge your office to investigate this matter and take appropriate action to ensure that Sprintax upholds fair billing practices. Additionally, I request assistance in recovering the amount I was wrongly charged.I appreciate your attention to this issue and look forward to your response.

  Business Response

  Date: 03/20/2025

  Hi Ziyu,
  
  Thank you for using Sprintax to complete your tax returns. As per our refund and cancellation policy, which you reviewed and agreed to upon registration, refunds are typically not granted in cases where a discount code cannot be applied is misused or forgotten. 
  
  However, after careful consideration, we have approved a refund of $54.95the equivalent of the discount code you have. One of our agents has already confirmed via email that your refund has been processed. Please allow 5 to 10 business days for the funds to be credited back to your credit card.
  
  Best regards,
  The Sprintax Team

• Initial Complaint

  Date:02/04/2025

  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 was using Sprintax to file my federal tax and it produced a clearly wrong result for me. Due to my **** status, there is no tax treaty can be used for my case. But Sprintax insisted they were right to apply tax treaty for me and give me a wrong tax calculation on the dividend income I received. It was supposed to be 30% but they insisted using 10%. After consulting with other more specialized tax professional for my case, the error was further solidified. However, Sprintax refused to refund me the money even after multiple rounds of communication.I attached a screenshot from a seminar with a tax professional specialized in dealing with taxation under my current ****. Sprintax simply does not have such expertise and applied the wrong tax calculation.

  Business Response

  Date: 02/06/2025

  Dear Xiao,

   

  We have carefully reviewed your concerns regarding the return prepared by Sprintax, along with your correspondence with our team.
  
  First, please note that we cannot comment on advice provided by third parties. However, based on *** tax regulations and the ********** tax treaty, dividends are taxed at a rate of 10%, regardless of **** status.
  
  You can review the treaty text here: ******************************************(see Article 9 on Dividends). This article does not mention **** statusonly that Chinese residents are subject to a 10% tax rate on dividends.
  For further clarification, you can refer to the technical explanation of the treaty here: **************************************************;(again, see Article 9 on Dividends).
  
  At Sprintax, we strictly adhere to *** regulations, and our team of ***-certified tax professionals ensures that all nonresident filings are 100% compliant with U.S. tax laws. I can assure you that the federal tax return you received is accurate based on IRS guidelines. 
  
  Additionally, we provided a detailed breakdown of your taxes before checkout to ensure full transparency. Preparing an incorrect return would go against our compliance standards and our commitment to accuracy.
  
  Please rest assured that the 1040NR prepared through Sprintax is correct based on your information and U.S. tax laws. If you have any further concerns, wed be happy to assist you.

  Kind Regards,

  Sprintax Team

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22900696
  
  I am rejecting this response because:

  Its not my problem if your software is wrong and non-compliant. You advertise that you can file for G visas. But your software is making mistakes. Thats pure fraud. And it may not be a bad consequence for you but it can cause trouble for your clients. 
  

  You can consult with a more specialized and competent tax professional instead of blindly treating every single case the same. 
  

  I insist a refund. 

  
  Sincerely,
  
  **** **

  Business Response

  Date: 02/10/2025

  Dear **** **,
  
  Thank you for reaching out regarding your concerns. We take all client feedback seriously and strive to ensure the utmost accuracy in our services. After thoroughly reviewing your case, we must respectfully decline your request for a refund.
  
  Under Article 9 of the US-China Tax Treaty, dividends received by residents of ***** are subject to a 10% tax rate: 
  
  ******************************************
  
  
  
  Furthermore, in this specific case the tax treaty article is not outline on Schedule OI on the 1040-NR Federal tax return. 
  
  Therefore, we are confident in concluding that your tax return has been accurately prepared based on the information you provided. I can assure you that no error has been made.
  
  We also encourage you to check the official *** tax table for Income other than personal services. There is it clearly outlined by the *** that dividends are taxed at a rate of 10%: ******************************************************
  
  
  
  We regret that you feel dissatisfied but must emphasize that the grounds for your refund request do not align with errors or non-compliance on our part. Please refer to Article 9 for clarity, and do not hesitate to reach out for further clarification.
  
  With best regards,
  The Sprintax team

• Initial Complaint

  Date:02/04/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Sprintax, a tax filing software, regarding misleading information and usability issues that have rendered my tax return forms unusable.On January 30, 2025, I purchased Sprintaxs tax filing service for $81.83 to complete my 2024 tax return. The primary reason for purchasing this service was that the software indicated I was eligible for a refund of my 2024 FICA taxes based on the information I provided. However, after consulting my universitys payroll department, I was informed that I am not eligible for an FICA tax refund due to my previous J-1 **** status. At no point during the Sprintax filing process did the software notify me of this restriction, leading me to rely on incorrect information when purchasing the service.Additionally, when completing my federal tax return, I encountered another critical issue. The software requires users to select their employer from a drop-down menu, but **************************, where I work, was not listed. As a result, I was forced to select an incorrect employer, which made the generated federal tax return inaccurate and unusable.Furthermore, I assumed that Sprintax would provide an e-file option for submitting my tax return. However, after completing the process, I discovered that the software only generates tax forms, requiring me to manually mail them to the **** This was not clearly communicated before purchasing the service.Due to these issues, both my FICA tax and federal tax return forms are unusable, and I now have to refile my taxes manually from scratch. Since Sprintaxs service failed to provide a functional tax return and misled me about my FICA tax refund eligibility, I believe I am entitled to a full refund of $81.83.I kindly request Sprintax to issue a refund for this amount. I appreciate your assistance in resolving this matter. 

  Business Response

  Date: 02/05/2025

  Dear **** ****,
  
  Thank you for reaching out regarding your concerns with the Sprintax tax filing service. We appreciate the opportunity to address your issues and clarify any misunderstandings.
  
  Based on the information you provided in the Sprintax system, you reported a J-1 **** status starting in 2023 and ending in 2025. According to *** guidelines, individuals present on your J-1 status during their first 2 tax years are typically exempt from FICA taxes. Therefore, based on the details entered, Sprintax correctly estimated your eligibility for a FICA refund for the 2024 tax year. If your university's payroll department has different information regarding your prior **** statuses that affects your eligibility, we recommend verifying the details entered in Sprintax to ensure they align. However, based on the currently information that you have personally reported in Sprintax, you should be eligible for a FICA refund claim. 
  
  In addition to that, it is important to note that the employer's name is not included on the Form 1040-NR itself. The form remains valid and can still be filed correctly. 
  
  Furthermore, at the time of your purchase, the 2024 e-file module had not yet been launched on Sprintax. However, the e-filing option for 2024 has since been released, and you should now be able to e-file your federal tax return.
  
  We regret any frustration you may have experienced and appreciate your feedback as we continuously work to improve our services. If you require further clarification or assistance, please do not hesitate to reach out.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22898780
  
  I am writing to follow up on my initial complaint regarding Sprintaxs tax filing service. While I appreciate that they have provided a response, I must express my dissatisfaction with the explanations offered, as they do not adequately resolve or acknowledge the specific issues I raised. I respectfully request that you review the following points in support of my demand for a full refund.
  FICA Tax Refund Eligibility
  During the Sprintax filing process, the software never asked whether I had previously held a J **** in the *************. Consequently, I did not report my earlier J **** status. According to *** regulations, the two-year exemption for FICA taxes begins with the first time someone enters the ************* on a J status. By failing to prompt me for information about my prior J ****, the software incorrectly determined that I was still within my first two tax years of J status, thereby suggesting I was eligible for a **** refund for the 2024 tax year. In reality, because of my earlier J status, I do not qualify for this refund. Relying on Sprintaxs inaccurate assessment could have led me to inadvertently submit false information to the **** a grave concern that could have serious consequences.
  Incorrect Employer Information on Form 8843
  While Sprintax indicated that the employers name might not be critical on Form 1040NR, the software automatically generated both Form 1040NR and Form 8843. The instructions clearly stated I must mail both forms together to the ***. Since Form 8843 explicitly references the employers name, and ************************** was not listed in the softwares drop-down menu, I was forced to choose an incorrect employer. Submitting these forms with inaccurate employer information could be viewed as intentional misrepresentation by the ***, jeopardizing my personal reputation and future filings. It is disconcerting that Sprintax appears to minimize the significance of this error.
  Lack of Transparency About E-Filing Availability
  At the time of my purchase, the software did not offer an e-file option, which I had assumed would be included. Sprintax now states that the 2024 e-file module has been launched, yet I never received any notification of this updateeven though I had already paid for the service. If I had not filed a complaint, I might never have discovered the availability of e-filing. This lack of transparent communication underscores the poor user experience.
  Given these issues, I reject Sprintaxs current response and firmly reiterate my request for a full refund of $81.83. Their softwares deficiencies and misrepresentations have negatively impacted my tax filing process and could have had serious repercussions if I had relied solely on their guidance. Furthermore, I have highlighted how Sprintax could improve its product, and rather than dismissing my concerns, they should acknowledge and rectify these shortcomings.
  Thank you for your continued assistance in resolving this matter. If you need any additional information or documentation, please do not hesitate to let me know.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/10/2025

  Thank you for your reply. We are happy to bring more clarity into the situation. 
  
  In Step 1: Residency, you must report your first-ever entry into the **** Additionally, you need to provide all entry and exit dates for each status thereafter. The software clearly specifies that all dates from 1985 onward must be reported.

  image 001_1

  Therefore, we can conclude that Sprintax indeed asked for you full **** and travel history to determine your eligibility for a FICA refund claim. 
  
  In addition to that, as per the Sprintax Refund and Cancellation policy that you reviewed and accepted during registration, you have agreed to the following terms( ************************************************************): 
  
  Please note: While we offer a free Federal E-filing service, not every customer will be eligible to e-file and it is only possible to e-file your documents under certain conditions.
  Please note: You will not be entitled to a refund if you are not eligible to e-file your documents.
  Cancellation of your purchase of a Sprintax Product or Service with refund may be approved by Sprintax only for non-automated Sprintax Products (those which are not delivered instantly at the time of payment). All Sprintax Products and Services to be delivered instantly at the time of payment cannot be cancelled, and only the refund policy described above might apply.
  
  Furthermore, to be as transparent as possible this was outlined two more times before payment: 

  image 002_2

  image 003_3

  We understand this may not be the response you were hoping for. However, after a thorough review, we can confidently confirm that there is no error on Sprintax's part, and therefore, your refund request has been denied.
  
  With best regards,
  The Sprintax Team

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22898780
  
  Dear Better Business Bureau,
  I am writing to reiterate and consolidate my concerns about Sprintaxs tax filing service, as their recent responses continue to deny any wrongdoing and fail to address the substantial issues I raised. Throughout this process, Sprintaxs software not only hindered my ability to complete an accurate tax return but also placed me at risk of non-compliance with **** tax laws. I respectfully request that you review the following points and support my demand for a full refund.

  1?FICA Tax Refund Eligibility
  The software never explicitly asked if I had ever been in the **** under a J **** before my current status. As a result, I did not realize that I needed to provide information about my prior J **** period.
  Because the software lacked clear prompts regarding previous J status, it erroneously deemed me eligible for a FICA tax refund. If I had submitted forms based solely on Sprintaxs guidance, I could have inadvertently misrepresented my eligibility to the IRS.
  This situation is particularly troubling because I purchased the software to ensure compliance and expected it to guide me through the complexities of non-resident tax law.
  2?Employer Information on Forms 1040NR and 8843
  In my February 7 correspondence, I highlighted that Sprintax forced me to select an incorrect employer for Form 8843 (which must be filed along with Form 1040NR).
  The softwares drop-down menu did not include my actual employer (**************************), leaving me no choice but to enter inaccurate information.
  Submitting tax forms with knowingly incorrect details could be viewed as an attempt to mislead the **** yet Sprintaxs latest response completely ignores this issue and insists it has no error on its part.
  3?Contradictory Statements About E-Filing
  In a previous response, Sprintax indicated that e-filing was not available when I paid, but later suggested it had become available. Now they claim that not every customer will be eligible to e-file, contradicting their earlier stance.
  This inconsistency and lack of transparent communication is frustrating and confusing. Had I not pursued this complaint, I might never have discovered that an e-file option was eventually released for 2024 returns.
  4?Unfair Refund/Cancellation Terms and Market Dominance
  Sprintax refers to its refund and cancellation policy, which I had to accept during registration in order to use the service. This creates a take it or leave it scenario with little room for negotiation.
  As one of the few providers specializing in non-resident tax filing, Sprintax wields significant influence in this market. Many other tax software solutions focus on resident taxpayers, leaving non-resident filers with limited alternatives.
  Such a near-monopolistic position enables Sprintax to dismiss legitimate consumer complaints by citing broad or restrictive terms, which I view as an unfair practice that neglects non-resident consumers rights.

  In conclusion, Sprintaxs software not only failed to help me fulfill my tax obligations correctly but actually exposed me to potential legal and financial risks due to inaccurate guidance. For these reasons, I reiterate my request for a full refund of the fees I have paid ($81.83). I also urge the Better Business Bureau to recognize the significance of these issues and to make a fair determination that protects the interests of non-resident taxpayers who depend on such specialized services.
  Thank you for your time and attention to this matter. Please let me know if you require any additional information or documentation.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/28/2025

  Type:Billing 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 recently received a letter from the City of ******* regarding owed taxes from 2022 that I did not file. I used the Sprintax software to file taxes that year and as it is advertised for all non residents tax needs and it states when you need to file other tax forms back when filing my 2022 taxes I believed everything to be correct. I contacted Sprintax regarding this letter from the city of ******* since they are supposed to offer audit support. They replied that they do not offer city taxes filing and therefore they did nothing wrong. I believe that if back in 2023 (for 2022 tax filing) they were supposed to alert me regarding the existence of these city taxes and the need to file them, even if they do not offer filing for them, since they advertise themselves as the solution for non residents tax needs. They keep replying to me that it was my responsibility to be informed and it doesnt state anywhere that they file city taxes but as the experts in the tax system I strongly believe that when you advertise through the university and on the website that is the solution for non residents tax needs tax needs then you need to also alert when city taxes need to be filed and hold responsibility in this fining I received. I am looking for support from Sprintax and coverage of all fees accrued on the city taxes due to the two years delayed caused by me trusting a poor software.

  Business Response

  Date: 01/29/2025

  Thank you for reaching out and for sharing your concerns. We understand that dealing with tax obligations can be stressful, and we regret that your experience with Sprintax did not fully meet your expectations.
  
  Sprintax is designed to assist international students with their Federal and State filing needs, as clearly outlined in our service descriptions. While we strive to provide comprehensive guidance within our scope, local or city tax filings are not part of our advertised services, nor have they ever been included in the federal and state tax preparation we provide.
  
  The tax forms generated by Sprintax are based on the information entered by each user and in full compliance with the applicable tax regulations. If additional tax obligations exist at a local or city level, these vary by jurisdiction and remain the responsibility of the taxpayer.
  
  Additionally, our post filing support package covers Federal and State tax return inquiries but does not extend to city tax matters, which are not included in our services. If Sprintax had offered local tax support, it would have been a separate service with an additional fee. However, as local tax filing was not part of the services purchased, we cannot assume responsibility for any penalties or fees associated with separate city tax requirements.
  
  Furthermore, our customer support team explicitly communicated this same information to you on January 28th, clearly stating that Sprintax does not handle local tax filings and that it is the taxpayers responsibility to verify and fulfill any additional tax obligations beyond their federal and state requirements. This clarification was provided to ensure full transparency regarding the scope of our services and to prevent any misunderstandings.
  
  We appreciate your feedback and understand your frustration. However, Sprintax has provided the service as advertised and within the agreed-upon scope.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22866900
  
  I am rejecting this response because:

  This is the same automatic response I received when I contacted the company. They keep stating that it states clearly on the website that they do not support city taxes, when it does not. And what I keep arguing and the reason I believe they are at fault its because they have also filed my state taxes incorrectly and that is what caused the city taxes audit. I put in the information that I lived in ******* and all the previous cities I lived in. They filed the state taxes as if I lived year round in ******* which caused this city taxes to arrive. My complains in fact are: they should at least have a message stating that you need to file city taxes when filing state taxes, as they alert you of other forms you need to file. And they need to review this case since it was caused by an audit on my state taxes as stated in the attached letter.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/31/2025

  Thank you for reaching out again and sharing your concerns. We understand that tax matters can be complex, and we appreciate the opportunity to clarify our position regarding local and city taxes.
  To address your points:
  
  Scope of Our Services
  Our platform provides assistance only for Michigan State tax returns, as explicitly stated in our service offerings. We do not advertise or claim to support local or city tax filings. You can find this clarification on our website here: ***************************************************.
  Michigan Tax Structure
  Michigans tax system distinguishes between state income tax and local and city income tax, treating them as separate categories. The ******************************* also outlines this distinction on their official website: ***********************************************************************************************.
  Filing Responsibility & Information Provided
  Our system relies on the information provided by users to generate tax returns accurately. Based on the details entered, the Michigan state return was prepared correctly per the provided data. However, as local and city tax is separate from state tax, it was not included in our services. The Michigan tax structure further explains these distinctions, which you can review here: *******************************.
  Audit and Filing Alerts
  While we do provide alerts for certain mandatory forms, local and city tax requirements vary widely by jurisdiction and are not universally applicable. Unfortunately, we cannot guarantee alerts for every potential filing obligation beyond our supported services. That said, we appreciate your feedback and will consider ways to improve our user guidance.
  
  We understand your frustration regarding the audit and any additional filing requirements that may have resulted. However, as our service does not include local and city tax filings, we are unable to take responsibility for any related issues.
  If you need further assistance, we recommend consulting with a tax professional specializing in local taxation.

• Initial Complaint

  Date:08/12/2024

  Type:Product 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.

  According to the **** amended forms can be filed online, so I assumed Sprintax, being the largest tax software for non-residents, would save me the trouble and do it for me. Apparently, they only e-file the 1040NR, so I ended up paying for a useless tool that merely inserted the information I provided into a form and charged me for it. When I contacted customer service to inquire why they don't explicitly state that they don't e-file amendments, their response was, "Nowhere on our website do we claim that you can e-file an amended return with us. The only e-filing option shown is for the 1040NR."

  Business Response

  Date: 08/20/2024

  Dear *****,

  We are sorry to hear that you were not satisfied with the service. We do confirm that we currently support the eFiling option for form 1040NR only and not for form 1040X which is usually used when amendment of the federal tax return is made. Still we will grant your wish for a refund and we will try to be clearer with our descriptions going forward.

  Kind Regards,

  The Sprintax Team

  Customer Answer

  Date: 08/20/2024

   
  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

  Date:07/20/2023

  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.

  To whom it may concern,I am writing to file a complaint against SPRINTAX for a service I received in April 2023. I paid $49.95 for a tax report specifically for **************. Unfortunately, upon receiving the report, I found that the form was incorrect and rendered unusable for my tax filing needs.To rectify the situation, I promptly contacted SPRINTAX, expecting them to address the issue. Regrettably, they denied my request for a refund. To further complicate matters, the document I received is now encrypted, making it impossible for me to open or access.As a consumer, I believe I have the right to expect accurate and functional services for the fees I pay. The product provided by SPRINTAX was not fit for purpose, and their refusal to refund my payment, despite the evident fault, is both disappointing and unprofessional.I am hopeful that by addressing this issue through the Better Business Bureau, I can receive a just and timely resolution. I kindly request BBB's assistance in mediating this situation. My primary objective is to receive a full refund of the $49.95 I paid for the unusable tax report. I believe that a fair transaction should uphold the principles of honesty and integrity, values that seem to have been overlooked in my dealings with SPRINTAX.I have attached all relevant documentation, including the receipt of my payment and any correspondence with SPRINTAX concerning the matter.Thank you for your attention to this issue. I am looking forward to a favorable resolution.

  Business Response

  Date: 08/17/2023

  Dear *****, 
  Thank you for your feedback! We are looking forward to this opportunity to bring clarity to the situation. 
  You have submitted an order on March 24th for a ************** tax return. The tax return was prepared offline by one of our tax experts and uploaded to your www.sprintax.com account on April 3rd. 
  The reason why you requested a refund was due to the fact that your ********** earned income is not included in the ************** tax return. We have provided a reply on April 4th and confirmed that since you are a part-year resident, based on the information you reported in Sprintax, only your MD earned income is considered taxable for the ***********.
  Therefore, our tax experts have confidently concluded that your ************** tax return is correctly prepared. Keeping in mind, the Sprintax Terms & Conditions you have read and agreed with before registration, you do not have a valid reason to be refunded the processing fee.
  Furthermore, your tax return is password protected with the last four digits of your Social Security Number. It is still available in your Sprintax account. 
  Moreover, the processing fee of $49.95 was disputed through your bank on April 19th. We have submitted a reply to your bank with all available evidence. The issuing bank has resolved this dispute in Sprintaxs favour. The disputed amount of US$49.95 has been returned to us and we take this as further confirmation that your case is not eligible for a refund. 
  Keeping all of this in mind, we are confident in our decision not to issue a refund.
  
  With best regards,
  The Sprintax Team 

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair 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.

  I reached out to Sprintax customer service through chat regarding an exemption from federal tax withholding using the **4 form. I informed the rep that the form wasn't showing that I am exempt when it should show that I am. She told me to process the form and it would populate that I am exempt on my **4. After processing the form it still did not show an exempt status. I reached out to Sprintax customer service chat again and the representative was not able to provide me with a solution to correct the form to show exempt. I asked for a refund due to the fact that I was provided with an incorrect form and that there wasn't a solution to fix it. She refused and offered Sprintax's email to reach out to their team.I have now been in correspondence through email for the last 4 days and have not been provided with any solutions or offer of a refund. I have asked them numerous times to contact me by phone to answer their questions. However, they ignore my request and send questions that I have already provided the answer to in a previous email. It is evident that the customer service team has no solutions to help me correct the form provided and refuses to issue a refund. Sprintax has a duty to provide the service the customer has paid for. If it is not done correctly they should assist with fixing the issue. If either of those conditions aren't met there should be a refund. The fact that I need to make the company aware of this is sad.

  Business Response

  Date: 05/15/2023

  Dear ******, 
  Thank you for your feedback! We are looking forward to the opportunity to bring clarity to the situation. 
  We reviewed your Sprintax Forms account and your W-4 form is correct. Youre not under exempt status in the ** youve selected that your current immigration status is ** NAFTA ******************* As exempt status is considered statuses: F/J/M/Q. 
  When it comes to the exemption from withholding federal taxes, article XV of the ** ****** tax treaty says that your total gross income for the taxable year shall NOT exceed the amount of $10,000. If you expect to earn more than $10,000 during tax year 2023, youre not eligible to claim the tax treaty exemption. 
  ARTICLE XV
  Dependent Personal Services
  1. Subject to the provisions of Articles XVIII (Pensions and Annuities) and XIX ********************* salaries, wages and other similar remuneration derived by a resident of a Contracting State in respect of an employment shall be taxable only in that State unless the employment is exercised in the other Contracting State. If the employment is so exercised, such remuneration as is derived therefrom may be taxed in that other State. 
  2. Notwithstanding the provisions of paragraph 1, remuneration derived by a resident of a Contracting State in respect of an employment exercised in a calendar year in the other Contracting State shall be taxable only in the first-mentioned State if: (a) Such remuneration does not exceed ten thousand dollars ($10,000) in the currency of that other State; or 
  (b) The recipient is present in the other Contracting State for a period or periods not exceeding in the aggregate ************************************************************************************************************************************************************************************** that other State.
  In the Tax Forms info page at your profile, youve outlined that you expect to earn more than $10,000 in 2023. If you were eligible for the treaty, the system would produce an **** form for you. 
  The W-4 form is correct. As a nonresident alien, below line 4(c), weve printed ***. This means that you wont be able to claim the standard deduction on your annual tax return, therefore, your wages shall be taxed based on the *** tax brackets from the first dollar you earn in the **. 
  We value your business and we hope to continue our professional relationship moving forward.
  
  Kind regards,
  The Sprintax Team