ComplaintsforTax Nerds

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/17/2023 my fiancé and I had submitted our forms for the company to file our taxes. Ever since then the company has refused to reach out to us to let us know if our taxes have been completed. I had reached out to the company multiple times on multiple platforms and they never reached back out to us to inform us our taxes were complete. They continued to take our information and said they would reach back out to us within the next week but never did. The first time I reached out to them about our services they couldn’t even find my information on file, even though I’ve been with the company for over 4 years. They couldn’t even tell me who had my private and personal information for my taxes. I’m afraid they are not performing their duties properly as a tax company and am concerned that they are fraudulent and unorganized as well as unprofessional. It is 5/23/2023 and we still have not heard any information on whether our services have been completed with the company. Attached is all of the times I have reached out to them via phone, I had also submitted two online requests on their website and they never reached out to me through their website, so I’m going to assume that they never check their website as well. I want the business to formally contact us and tell us what exactly is going on with our personal information and if we are actually going to have our services completed.

  

  Business response

  05/23/2023

  Ms. ****** dropped off her tax return on 04/18/2023. This is the day before tax deadline. She signed the extension form and was told that we would not get it done for a few weeks. I have attached the extension form. Ms. ****** talked with a person in our office by phone and her return was pulled and completed and was in checking as this is our process. She came to the office 05/17/2023 and we told her it was needing checked and printed and then it would be ready. She stated that she WOULD be back the next day and it would be done. She did not return as stated. 

  Also, it is first come first serve. We can't just put her ahead of others  (even though we did). 

  We also offered a discount of $25 dollars and she said that was not enough. We did no wrong  but wanted to try and appease her. We are not doing the tax return for free. 

  She also stated It is 5/23/2023 and we still have not heard any information on whether our services have been completed with the company. This is not true. She was told05/17/2023 in the office that day that we would indeed have it completed the next day for pickup.

  We also had a client in our office that heard the entire conversation. 

  Her phone call on 05/23/2023 came in at 7:28 am, our office does not open until 9:00 am. At that time ********* ********* returned her phone call and was unable to talk as she would not allow it.,

  She also requested information on her fiance, we are NOT allowed to give this information out without that persons permission. 

  Customer response

  05/23/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  As mentioned on the phone earlier today, I did not ask for the company to do my taxes for free, I asked for a discount due to the lack of communication from the business after multiple attempts to reach out to the business about my taxes. I was lied to multiple times, saying that someone would get back to me the next Monday, and every time I waited for someone to contact me no one did. I was also told that they couldn’t even find my information the first time I called to ask about my taxes being filed, and couldn’t even figure out who was doing my taxes. As mentioned in my previous statement, I also attempted to reach out to the company via their website about the issue, with no response. After I realized they would not respond to me in any other format other than physically coming into the business, after calling again on 5/17/23 and leaving a voicemail I went into their office, and was told that ‘they were done’, but did not get a straight forward answer about it.

  I work 8 am - 4 pm most days and was planning on coming in the next day, believing their hours were until 5 pm, but their office hours had changed and I was not able to come in due to the hour change. I called today, 5/23/23 and left a voicemail after stated I had filed a formal complaint through BBB, and finally received a call back from the company about the issue. After multiple attempts to get them to reach out to me, the complaint raised a red flag to the owner to actually reach out to their customer. The owner of the company was rude, continued to talk over me, not letting me finish any word in edgewise about me attempting to get an answer or any kind of response from them about my taxes. Last year, the company was able to give me updates about my fiancés taxes with no issue, now that I have confronted them about their inconsistencies to communicate to their customers, they have changed the way they handle things. In the past I could call them and actually get an answer on how mine and my fiancés taxes were going, and now they cannot seem to keep their policies aligned. In fact, my fiancé was the one to drop off my information and sign for me upon dropping off my taxes. He was not reached out to until after my phone call with the owner today about his taxes, which is not fair, he had been attempting to get ahold of them the same as me, and they did not reach back out to him until after our discussion over the phone.

  My issue with the company is the inconsistencies and it’s lack of owning up that they were in the wrong to give me the runaround on withholding information on when my taxes were completed. Not to mention not even knowing where my tax information was or whom was handling it upon first asking about my services. I do not want a discount, I want my services completed with full communication from the company, and not having to reach out to BBB to be able to get such communication.

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

  

  Business response

  05/24/2023

  I honestly do not know what else to say. WE appreciate her and all of our clients. I am sorry she felt ignored. We are working with our Website provider, as we are not getting our messages. As far as phone calls,  someone in the office spoke with her. She told her she would get them done and she did. We have been short staffed and all of our office has taken some time off since tax season ended. We did discount her tax return by $35.00. Again, we appreciate her business.

*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. ↩