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:11/16/2024

  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 am writing to request a refund for tax services paid in 2022 and 2023 for the preparation and filing of my aunt's (**** *****) federal and state tax returns. The tax returns were prepared incorrectly and medical deductions were not included.
  After consulting with Tax and Financial Advisors (specifically ******* ***** ) on March 4, 2024, she informed me that she would not provide me any documentation and suggest I hire an attorney.
  On June 20, 2024, I provided Tax and Financial Advisors with my court appointment letter to settle my aunt's estate and followed up with two calls. I asked if taxes had been filed. I also requested and received the ********* tax returns and backup documents from Tax and Financial Advisors and the 2023 tax return on June 24, 2024. I have still not received the 2023 backup documentation I requested and had to resort to request the documents from the individual entities. I did not receive information on whether or not the taxes were indeed filed.
  I found multiple errors with both the 2022 and 2023 federal and state returns. I called ******* ***** expressing my concerns that the 2022 and 2023 federal and state returns required amendments. My specific issues were there were no medical itemized deductions despite being some medical documentation in the 2022 backup; I did not understand the $21 business income amount; the tax penalty had increased significantly without any explanation; the death date of my aunt was in error; and the address was incorrect.
  I discussed with ******* these errors and again, I requested 2023 back up documentation. I also notified her on June 25, 2024 and sent her copies of the medical documentation to support amending and itemizing the 2022 and 2023 federal and state returns. ******* notified me that she would process the amendments with no additional charges as all the information was in the software and could easily be updated.
  On July 2, 2024, I called and sent an email to ******* and provided various documentation to support the 2022 and 2023 federal and state amendments and asked again the death date be corrected. On July 10 and July 11, 2024, I called and asked for a status. I also requested to review the documents before they were filed. At this time, she stated there would be a charge of $100 per form to file an amendment; contrary to what I was previously told. On July 11, 2024 ******* finally emailed the 2022 amended forms; however, there were still errors.
  After numerous attempts to contact ******* with no response, I was left with no other option than to file and submit the amendments manually.
  As a result, I have expended in excess of 35 hours performing research, filling out forms, making copies, and in conversations with the ******************************* and the ************************. Additionally, in excess of $400 has been charged in penalties and interest on one tax return alone and over $675 on just one federal return. All of this could have been avoided had my phone calls and emails been returned and amendments filed in a timely manner.

  It is also a bit disconcerting that as of February 22, 2023, Tax and Financial Advisors were aware that **** was in assisted living as documented on the 2022 Point Sheet and Office Flow document. As financial advisors and someone my aunt had previously entrusted to prepare her taxes, keeping elderly customers ******************** data safe and looking out for them should be paramount as part of internal policies. Financial advisors should be another layer of financial security for elderly customers.
  Did the office ask additional questions when it was known she was in assisted living? Were questions asked to ensure all receipts were accounted for? How could **** electronically approve any taxes when she was living in assisted living and had no access to a car and did not physically come to your office? How did she electronically "sign" and approve her tax return for 2023? Wasn't it odd that in ***************************************************** 2023 there were none? Was it also not a red flag that estimated tax payments had been made faithfully in prior years but none were made for 2023? It would appear on the surface that additional questions and oversight should have been accomplished on the part of your office in the preparation of her taxes and prior to filing them.
  Therefore, I am requesting a refund in the amount of $175 for 2022 and $185 for 2023 tax preparation feeds paid. In addition, if any penalties are ultimately incurred, I will expect my aunt's estate to be reimbursed in accordance with the information stated on your website - "one of our core specialties is the preparation of tax returns for individual taxpayers.... If we make a mistake, we will pay any penalties, that's how dedicated we are to you."
  As professionals in the accounting and finance business, I challenge you to step up your game, perform your due diligence and help look out for our elderly. We all have a responsibility to take care of each other, and those who are in the financial support business should be held accountable to a higher standard to do so.
  I look forward to hearing from your office no later than November 16, 2024.

  

  Business Response

  Date: 12/02/2024

  In response to ****** *******

   

  **** was brought to the office for the 2022 tax return and signed the documents on her own. In 2023 Mr. ****** was POA and was the signer. 

  I told ****** to speak with a lawyer in regard to amount owed and who was responsible for payment. This is also when I told her I would confer with our attorney on whether or not it was legal for us to send her any of Ednas tax returns. In the meantime, she was granted as personal representative. 

  I was working with ****** and sent the amended 2022 tax return for review and never heard back. That was on 07/11/2024. I then sent an email after trying to call, email sent 08/06/2024 stating that I had been trying to get in touch. 

  WE asked all the appropriate questions when taxes were brought in. We can't force someone to give us any more information than given.  How are we to know that insurance didn't pick up cost and such.

  I do not feel as if we owe ****** anything. We tried to resolve an issue, and she quit responding.  Also, ****** never paid anything. Mr. ****** paid for the tax return for 2023 and **** for 2022. 

   

  Customer Answer

  Date: 12/05/2024

  Complaint: 22565125
  
  I have reviewed the business' response and am rejecting it because:
  
  I have no record of an email from Tax Advisors on August 6, 2024. 

  The following questions were not addressed in my first letter:
  1 - I requested 2023 backup documentation on multiple occasions via email and phone.  To date, I have not received it.
  2 - Why were 2022 taxes not itemized when there was clearly medical documentation provided?  In prior years, similar receipts were provided and itemized deductions were taken, yet all of a sudden in 2022 Tax Advisors did not know if insurance picked up the cost or not so they just did not take the deduction?
  3 - What accountability are Tax Advisors taking for the errors outlined in the tax returns?  They did not address those items.  My specific issues were there were no medical itemized deductions despite being some medical documentation in the 2022 backup; I did not understand the $21 business income amount; the tax penalty had increased significantly without any explanation; the death date of my aunt was in error; and the address was incorrect.
  4 - Why does Tax Advisors state on their website that one of our core specialties is the preparation of tax returns for individual taxpayers. If we make a mistake, we will pay any penalties, thats how dedicated we are to you.    Yet, they now are not willing to reimburse her estate?  This is misleading and false advertising.  
  5 - The 2022 and 2023 tax return shows the same automated signature of 78220.  I agree that was an authorization from my aunt in 2022; however, how could that authorization be hers on February 13, 2024, after she had passed?    I was told that ****** ****** refused to sign the tax return - which is it?  Did he actually sign the document as POA?  I was told by Tax Advisors that a POA ceased at death and no longer valid.
  6 - As stated in my letter, I made numerous calls and sent emails trying to amend the tax returns that were in error.  My requests were not honored, and I was the one initiating the contact on multiple occasions.     Also, I was told conflicting information on the cost - first the amendment was free and then there was going to be a charge.  I was left with no other alternative than to research and file the returns on my own.
  My aunts estate should be refunded the payments due to lack service on their part.  If they do not want to comply with the information on their own website, they should remove the comments.  Otherwise, other consumers will be mislead by the inaccurate advertising.
  
  I ask that my aunt's estate be reimbursed, my questions answered, the 2023 backup documentation sent as I have asked multiple times, and the misleading information be removed from their website.
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 12/18/2024

  Thank you for your response.  Please let me know the next steps and I don't understand how you can close the complaint when the business has not addressed my questions nor have they provided me with the information requested.  I sent them a letter on Oct 16 to which they did not reply.  I sent them an email (second request) and they again did not reply until I filed a complaint with the BBB.  Also, their website continues to state misleading and false advertising of being accountable and paying or correcting errors they have made.  Again, I ask the following questions be addressed.  

  The following questions were not addressed in my first letter:
  1 - I requested 2023 backup documentation on multiple occasions via email and phone.  To date, I have not received it.
  2 - Why were 2022 taxes not itemized when there was clearly medical documentation provided?  In prior years, similar receipts were provided and itemized deductions were taken, yet all of a sudden in 2022 Tax Advisors did not know if insurance picked up the cost or not so they just did not take the deduction?
  3 - What accountability are Tax Advisors taking for the errors outlined in the tax returns?  They did not address those items.  My specific issues were there were no medical itemized deductions despite being some medical documentation in the 2022 backup; I did not understand the $21 business income amount; the tax penalty had increased significantly without any explanation; the death date of my aunt was in error; and the address was incorrect.
  4 - Why does Tax Advisors state on their website that one of our core specialties is the preparation of tax returns for individual taxpayers. If we make a mistake, we will pay any penalties, thats how dedicated we are to you.    Yet, they now are not willing to reimburse her estate?  This is misleading and false advertising.  
  5 - The 2022 and 2023 tax return shows the same automated signature of 78220.  I agree that was an authorization from my aunt in 2022; however, how could that authorization be hers on February 13, 2024, after she had passed?    I was told that ****** ****** refused to sign the tax return - which is it?  Did he actually sign the document as POA?  I was told by Tax Advisors that a POA ceased at death and no longer valid.
  6 - As stated in my letter, I made numerous calls and sent emails trying to amend the tax returns that were in error.  My requests were not honored, and I was the one initiating the contact on multiple occasions.     Also, I was told conflicting information on the cost - first the amendment was free and then there was going to be a charge.  I was left with no other alternative than to research and file the returns on my own.
  My aunts estate should be refunded the payments due to lack service on their part.  If they do not want to comply with the information on their own website, they should remove the comments.  Otherwise, other consumers will be mislead by the inaccurate advertising.
  
  I ask that my aunt's estate be reimbursed, my questions answered, the 2023 backup documentation sent as I have asked multiple times, and the misleading information be removed from their website.
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/19/2024

  The following questions response:
  1 - Mr ****** has backup
  2 - Because we are only as good as the information given. We can only ask for additional documents. If not given then we can't put it on there. We asked multiple times if there was anything else.
  3 - Can't itemize if not given the necessary information
  4 -It is not a mistake if the documentation was not given
  5 - 2023 Mr ****** did not refuse to sign, we have his signature. He also brought the documentation into us. We had no knowledge of anyone else being related to Ms ***** until there was a balance due to IRS and State. 
  6 - We sent the 2022 tax return to you and asked for you to let us know if you see anything missing. Then we asked that once you approved to let us know and we would send sign sheets. That was the last phone conversation. Then an email was sent to you stating that we had tried calling with no answer. Left a voicemail. So until we received a letter we assumed you were still going over as no other contact had been made.
  7.-Mr ****** paid with his money for 2023 and Ms ***** paid with hers in 2022.  No estate paid.

   

  I feel as if we did all we could do with what we had. We are sorry you feel as if this is something we have done wrong. I tried working with you and no longer received replies. We thought you just took the return we sent and filed yourself. 

  Customer Answer

  Date: 12/20/2024

  Complaint: 22565125
  
  I have reviewed the business' response and am rejecting it because my questions and requests are not answered and documents not received as indicated in my RESPONSE below:

  1 - Mr ****** has backup -  RESPONSE:  The fact is that I asked Tax Advisors repeatedly for the back up documentation for 2023.  Again, to date I have not received it.  In the Jun 24, 2024 email, ******* ***** stated she would send all 2023 documentation.  I am requesting again:  Please provide the back up documentation for 2023 tax return.  I do not understand why Tax Advisors is refusing to provide the information.
  
  2 - Because we are only as good as the information given. We can only ask for additional documents. If not given then we can't put it on there. We asked multiple times if there was anything else.  RESPONSE:  I understand;  however, there was a medical receipt included.  Who did you ask multiple times to see if there was anything else?  What was their response as to why they did not provide anything additional?
  
  3 - Can't itemize if not given the necessary information -  RESPONSE:  There was a medical receipt in the 2022 documentation for $11,052.   I also provided medical receipts support amendments in June 2024.
  
  4 -It is not a mistake if the documentation was not given.  - RESPONSE:  I disagree. There were multiple errors and inconsistencies in the tax return.  Despite my phone calls, emails, certified letter to the company, and now complaint to the BBB, they have yet to be addressed:  My specific issues were there were no medical itemized deductions despite being some medical documentation in the 2022 backup; I did not understand the $21 business income amount; the tax penalty had increased significantly without any explanation; the death date of my aunt was in error; and the address was incorrect.  I was told Tax Advisors would assist with amendments and then was told they would cost $100 each (2 for state and 2 for federal).
  
  5 - 2023 Mr ****** did not refuse to sign, we have his signature. He also brought the documentation into us. We had no knowledge of anyone else being related to Ms ***** until there was a balance due to IRS and State.   RESPONSE:  Please provide the tax return with Mr. ******* signature as well as the documentation he brought to your office.
  
  6 - We sent the 2022 tax return to you and asked for you to let us know if you see anything missing. Then we asked that once you approved to let us know and we would send sign sheets. That was the last phone conversation. Then an email was sent to you stating that we had tried calling with no answer. Left a voicemail. So until we received a letter we assumed you were still going over as no other contact had been made.  
  RESPONSE:  I had phone calls relating to both 2022 and 2023 amended tax returns on July 2 (two calls), July 10 and July 11.  I did receive an amended 2002 tax return via email on Jul 11 and the totals did not equal the documentation I provided.  I never received an amended 2023 return.  I did not receive a response to my October 16 certified letter or my follow up request via email on November 16.  It was not until I complained to the BBB that I received any type of communication.
  
  7.-Mr ****** paid with his money for 2023 and Ms ***** paid with hers in 2022.  No estate paid.  RESPONSE:   The Tax Advisors website states you will work to make it right.  How do you plan to do so?

  
  I feel as if we did all we could do with what we had. We are sorry you feel as if this is something we have done wrong. I tried working with you and no longer received replies. We thought you just took the return we sent and filed yourself.   RESPONSE:  Thank you for the comments.  I could not take the returns and file them myself as they contained errors. An amended return for 2023 was never received, the company did not respond to my Oct 16 letter or my Nov 17 follow-up so I disagree that they tried working with me.  
  

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

  

  Business Response

  Date: 12/30/2024

  ******, we would still be more than happy to assist you in the amendments free of charge. If you would still like assistance you may call us at ********** we are more than happy to assist you.

  As far as 2022 the $11052 was in there it wasn't enough to be more than the standard deduction. That is why you didn't see it. 

  Again, we can keep going back and forth or we can help do what needs to be done.

  ******* is more than willing to talk with you.

• Initial Complaint

  Date:05/23/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.