Complaintsfor1-800Accountant

• Initial Complaint

  08/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  my accountant continued to extend my tax filing and now i am being charged late fees even though he advised me to file an extension

  

  Business response

  08/09/2024

  Hello *****,

  We sincerely apologize for the frustration and inconvenience you've experienced regarding your tax filing and the resulting late fees. Its disheartening to hear about the issues youve encountered, especially given the advice to file an extension.
  
  Please know that we take your concerns very seriously and are committed to resolving this matter. We are opening an investigation, which will take 10 to 15 business days to complete. We will review the details of your account and the advice provided to ensure a thorough understanding of the situation.
  
  Once the investigation is complete, we will reach out to you with our findings and the steps we plan to take to address the issue.
  
  Thank you for bringing this to our attention and for your patience as we work through this process.

  Sincerely,

  1-800Accountant *********** Team

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/29/2024 I was notified by a 3rd party affiliate of 1800Accountants that 1800Accountants had chosen to terminate its relationship with the payroll provider. I was not notified by 1800 Accountants of this SIGNIFICANT change and therefore payroll was not able to be made to my employees. In light of this transgression I decided to terminate my upcoming subscription due to renew on 8/16/24. I followed the processes outlined on the website and received an email that someone would be in touch. On 7/30/24 I received an email stating they had attempted to reach me did not have success, I have no missed calls or voicemails to suggest this occurred. I immediately called the number listed in the email and left a message to return my call. No call returned. on 7/31/24 I called again twice leaving a message once and then tried calling the main number where I was informed I must discuss with my subscription engagement representative. The operator attempted to transfer me and returned to state that my representative was on a call and would return my call in the next 15 minutes. 2 hours passed no call, called his line directly went straight to voicemail- left message. Called the main line again to be told business hours were 9:30am-6:30p EST, it was 5:39pm and left another voicemail requesting to speak with a supervisor. Unfortunately, this is still not resolved and I plan to call again tomorrow to follow up. At this point it feels impossible to cancel a service I no longer wish to utilize. I no longer see value in the company or the services provided.

  Customer response

  08/01/2024

  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 and the matter has been resolved. The business connected with me this morning and subscriptions were cancelled per my request. 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had this company since 2021. Weve been trying to get our taxes done for three years. Ive been receiving audits from my for the last three years because they didnt complete my taxes. They take their fee without doing the work. They loose all of our paperwork.

  

  Business response

  07/26/2024

  Dear ******,

  Im truly sorry to hear about the issues youve faced with your tax filings over the past three years. The delays and audits youve experienced, coupled with the loss of your paperwork, are entirely unacceptable, and I understand your frustration.

  We value your feedback and aim to address your concerns promptly. Our team will review your case thoroughly to understand the specifics and find a resolution. Please allow us 10 to 15 business days to complete this investigation.
  
  Thank you for your patience, and we hope to resolve this matter to your satisfaction.

  Sincerely,

  1-800Accountant *********** Team

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a year's worth of service from 1800Accountant to support tax preparation and advisory support for my small business, an Executive Recruiting LLC located in ********. I have since relocated to *********. The salesman for the business stated I would have timely access and unlimited advice and support to my business as part of my contract. The actual response has been non-responsive. The firm has yet to provide me with support with business and personal tax filings; has not provided business tax planning; has not provided personal financial planning; and very limited hours for me to access my assign accountant. In addition, the assigned accountant has not provided me with information he said he was going to including proposed salary structure for my new S Corp. Finally, per agreement and for what I paid for, 1800Accountant was to review my last two years of tax returns. I uploaded them immediately after starting the service. His first reply was, they looked good to him. After I pushed back stating that was not a review, the sent instruction to completely reinput all information from my 2023 return into their computer system. Finally, the Bookkeeper advisory service is non-responsive to messages and it took me three weeks to get a 15 minute appointment. This firm did not live up to the contract they provided me and states on their website that they will not refund my money after 30 days of services, which saw limited action on their part.

  

  Business response

  07/16/2024

  Hello ********,

  I am very sorry to hear about your recent experience with 1-800Accountant. Your feedback is invaluable, and I apologize for the inconvenience and frustration this situation has caused you.
  
  I understand that you purchased a year's worth of service with the expectation of receiving timely and comprehensive support for both your business and personal tax needs. It is clear that our service has fallen short of these expectations, and I deeply regret any stress this has caused you.
  
  We are committed to resolving your issues and providing the support you need. Please allow us 10 to 15 business days to conduct a thorough investigation into your case. We will ensure that your concerns are addressed, and a detailed plan is put in place to meet your requirements moving forward.
  
  Thank you for your patience and understanding.

  Best regards,

  1-800Accountant *********** Team

  Customer response

  07/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We subscribed on March 14, ***************************************** January and wanted to make sure all quarterly taxes were filed correctly as we were learning and getting established. After a few phone calls and an initial webinar we were assured they file everything for us and everything is taken care of by them. What a relief (so we thought at the time. We called again, as we knew the deadline was nearing to let them know that we needed a zero filing because we had yet to sell anything or get our website working. We were again assured that they didnt need anything from us and were told that they handled it all. We were quite surprised to receive an over $500 late sales tax & holding notice from the Idaho ******************** because nothing was ever filed, despite having three different phone conversations reassuring us that we didnt need to do anything. We immediately called our representative at 1800Accountant who said he wasnt a business specialist and would have to look at Idaho Laws to refresh as he wasnt up to date on *****. We then filed a complaint with the business and it took over a week for them to get back to us despite many emails and voice messages being left. After speaking with them today (July 8, 2024) they said that nothing can be done to help us because we signed an 30 day refund policy. They also indicated that because everything is done by phone call that we cant prove what we were or werent told. I asked why none of our meetings were documented on their computer system to which they had no reply. They will make zero exceptions for any mistakes they make outside of the first 30 days and have no remedies to offer us to make this right. We have now lost $3500 to them and their mistakes and they will not provide any refund, partial refund or right their mistakes in any way. We are no longer using them for the rest of the year due to their costly mistake, incompetence of our state laws and dissatisfactory customer service in general.

  

  Business response

  07/10/2024

  Hello ******,

  Thank you for sharing your detailed feedback with us. We deeply regret to hear about your disappointing experience with our service, particularly regarding the filing of your Idaho state taxes and the subsequent penalties.
  
  We understand how crucial it is for new businesses to ensure all tax filings are handled correctly, and we sincerely apologize for any stress and financial burden this situation has caused you. Your concerns about the advice provided and the handling of your case are being taken very seriously.
  
  We will be opening an internal investigation to review the details of your interactions with our team and the assurances you were given. Please allow us 10 to 15 business days to complete this investigation.
  
  We are committed to addressing your concerns and finding a resolution. Your patience and understanding during this time are greatly appreciated.
  
  Sincerely,

  1-800Accountant *********** Team

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around August 2nd, 2023, I had paId 1800Account to be my accountant for 1 year for $3,262.89. I have an LLC for trading stocks and they are preparing my LLC taxes in addition to my taxes and my wife's taxes. One of the criteria I was assured of when I signed with them was that I would be working with a an advisor that understood the day trading taxes, etc since I did not (attached). I was told I would be.I was told verbally and received email confirmation that I would be working with a tax advisor who understood this area. The lady I worked with did not understand this area of tax law and it has cost me.As we discussed my taxes, she did not understand what I was talking about when I was mentioning **** to ****et accounting. I was under the impression that since I was a day trader, I was already trading **** to ****et. In all of the confusion of working with someone who did not understand, I ended up having to fo file an extension for this year. Here is the worst part for me, when she finally found out about **** to ****et accounting, I am not eligible to file **** to ****et FOR NEXT YEAR either, because we had to file for **** to ****et BEFORE we filed for an extension. If I had been working with someone who knew trading taxes, this would not have happened.When I contacted 1800Accountant and told them what had happened, they have ghosted me and will not call me back or email me. I contacted the original person and she sent me to customer accounts and I have called (and emailed ) her twice. She said she took notes and said someone else would have someone call me back. Additionally, she told me not to file my taxes until I hear from them. I have not heard from them since June 17th (for over 10 days).

  

  Business response

  06/28/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience and stress this situation has caused you.
  
  We take your feedback seriously and are committed to addressing and resolving the issues you have experienced. Please allow us 10 to 15 business days to complete an internal investigation into your case.
  
  Your experience is not reflective of the high standards we strive to uphold, and we appreciate your patience as we work to rectify the situation.

  Sincerely,

  1-800Accountant Client Care

  Customer response

  07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Yes, I need 1800Accountant to ACTUALLY contact me, their customer, within the next few days. And they need to investigate this matter, fort which I have contacted them about several times already so they can RESPOND satisfactorily. I am requesting a REFUND because they did not do what they agreed to do as a business.  I complained, they stooped contact with me until I reached out to the BBB.  I will be satisfied when this is resolved.
  

  They told me they would contact be before and investigate but instead they ghosted me until I formally complained to BBB. 

   

   

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

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The failure of 1800Accountant to provide me for the service I paid for this past year will likely cost me around $10,000 in taxes next year.  At this time, all I have asked for is a refund of the total bill I paid them when I signed up.  They have offered to finally place me with a Tax Advisor who understands stock trading after the damage is done; this is after they ghosted me for a few weeks with me trying to reach them and I had to reach out to the BBB to get a response from them.   

  I am still asking for at least a refund. 

  Thank you!

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  07/23/2024

  Hello *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you have experienced with our services. We understand how important it is to have reliable and professional tax advice, especially when it comes to managing significant financial matters such as stock trading.

  We deeply regret the difficulties you experienced in receiving timely and appropriate tax advice. We understand the potential financial impact this may have on your taxes next year and the stress it has caused you.

  While we understand your request for a refund, we must adhere to our Terms of Service, which unfortunately do not allow for a full refund under these circumstances. We apologize for any disappointment this may cause.

  As a concession for the service issues you faced, we extended our ******************** and connected you with a new tax advisor who specializes in stock trading. We are pleased to hear that your new advisor has gone over everything in detail and provided clear direction and next steps.

  We apologize for the delay in our response and any inconvenience caused by the need to reach out to the BBB. We strive to improve our communication and ensure that all client concerns are addressed promptly and thoroughly.

  We understand that this resolution may not fully meet your expectations, but we hope the extended ******************** will provide the support you need moving forward. If there is anything more we can do to assist you or if you have any further concerns, please do not hesitate to reach out to us directly.

  Thank you for your patience and understanding.

  Warm regards,
  1-800Accountant *********** Team
  
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me they could do my taxes for all my businesses and my personal tax return. There was a problem that was told to them upfront, and they assured me they could handle it. They do not respond back to me now. Do not call me and have kept my money.

  

  Business response

  06/25/2024

  Hi ******,

  We sincerely apologize for the inconvenience and frustration you have experienced. We regret that we have not met your expectations and that you have had difficulty receiving a response from us.
  
  We take your concerns very seriously. Please allow us 10 to 15 business days to complete a thorough investigation into your case. We will ensure that all aspects of your situation are reviewed comprehensively and will address the issue promptly.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this matter. We will be in touch with you as soon as the investigation is complete.
  
  Best regards,

  1-800Accountant *********** Team

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [No totally absurd they are lying. We have submitted all and everything they need it. This  is fraud thats how they answer things,  we dont have all your information , we have contacted them numerous times they have stopped calling us we have had to get a new accountant to handle this for us. In the meantime they have our $6238.00 , they live in confusion and make it confusing by talking to many different people and not solving any problems . I am contacting states Attorney in ******* to help us also . Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally complain about a disturbing experience I had with one of your employees. Today, I received two consecutive calls from an individual who, upon my answering the second call, addressed me as "***." When I asked who was calling, he responded, "Okay ***, this is ***** with 1800 Accountant." I then requested to be placed on your do not call list and hung up.Shockingly, a few minutes later, ***** called me again from a blocked number. When I answered, he said, "Please put me on the Black and too stupid to run a business list" and hung up. I called the number ***************** back and was directed to ***** at **************************************************************************************** an attempt to address this unacceptable behavior, I called your office to speak with a supervisor. Unfortunately, the representative I spoke with was dismissive, stating there was nothing they could do since I didnt sign up for an account with you - so because I didnt spend money it was okay to disrespected. This incident constitutes harassment and racism, and I will not tolerate it. This kind of behavior is not only unprofessional but also deeply offensive. As a first responder, I demand the respect and courtesy every individual deserves. I expect a prompt and serious response to this complaint, including measures taken to address and rectify the situation.Sincerely,* ****** *** ****** ** *** * ********* ***** *********

  

  Business response

  06/26/2024

  Hello ******,

  I'm deeply sorry to hear about your disturbing experience with one of our employees. Your encounter, as you described it, is unacceptable and does not reflect the standards of professionalism and respect we strive to uphold at ***** Accountant.
  
  We take your complaint very seriously and are committed to thoroughly investigating this matter. Please allow us 10 to 15 business days to complete the investigation. We will ensure appropriate actions are taken based on our findings, and we will follow up with you regarding the resolution.
  
  We sincerely apologize for any distress this situation has caused and thank you for bringing it to our attention. We deeply respect the service of first responders like yourself and are committed to addressing your concerns promptly and appropriately.
  
  Sincerely,

  1-800Accountant *********** Team

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a year of service on January 26th of the year in the amount of $3200 for business tax services with ***** accountant. After 4.5 months of service I stopped running my business and canceled their services. Now they won't refund the unused portion of subscription because they claim its their policy not to refund after 30 days. I was never told this nor do I recall signing anything agreeing to this. I am seeking what is mine and nothing more. In my estimation they have no right to keep all my money when they didn't render services for the whole year as was the agreement.

  

  Business response

  06/26/2024

  Hello *****,

  I'm truly sorry to hear about your experience. We take your claims very seriously and deeply regret the frustration and financial difficulties this situation has caused you.
  
  We are opening an internal investigation into your case regarding the cancellation of your service and the refund for the unused portion of your subscription. Please allow us 10 to 15 business days to complete this process. Once we have our findings, we will reach out to you with the results.
  
  We appreciate your patience and understanding as we work to resolve your concerns.
  
  Sincerely,

  1-800Accountant *********** Team

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have not received refund as of yet. I will wait out their investigation to see what happens 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  07/18/2024

  Hello *****,

  Thank you for reaching out and sharing your concerns. We understand your frustration and appreciate the opportunity to address the issue.
  
  Following your complaint, we conducted a thorough internal investigation. Our findings are as follows:
  
  You purchased a year of business tax services including personal/business/ quarterly tax preparation, and tax advisory on January 26th for $3264.
  Appointments with your tax advisor and tax preparer were conducted between February and April.
  Extensions for 2023 business and personal tax return filings were filed on your behalf; and both tax returns were completed and filed in March and April respectively. 
  Your request to cancel services was received on June 9th and noted that you were no longer running the business.
  Our records indicate that the reason for your dissatisfaction stems from our policy of not providing refunds beyond the initial 30-day period. This policy was outlined on the paid invoices you received by email and in your portal. Both cancellation and refund policies are noted at the bottom.

  During your call with our billing agent, it was explained that your request for a prorated refund was outside the 30-day Money Back Guarantee policy. We understand you felt you were not adequately informed about this policy during your interactions with our sales team.

  We genuinely regret any oversight in communicating our refund policy and understand how this situation has caused you inconvenience. While the policy was included in the emails and invoices, we recognize the importance of ensuring all our clients are fully aware of such details upfront.
  
  As much as we strive to be flexible, our refund policy is in place to maintain fairness and consistency for all our clients. We apologize if this was not made clear to you at the time of your purchase. Your feedback highlights an area where we can improve our communication, and we will be taking steps to ensure future clients are fully informed about all policies.
  
  Although we are unable to provide a refund beyond the 30-day period, we are committed to finding a satisfactory resolution. You still have limited access to your portal, should you need to access it for any reason. Services purchased that are not yet fulfilled or not at the end of the subscription, including Tax Advisory, will be available to you until the renewal date, at which point, the service will terminate.
  
  Please feel free to reach out to us directly if you have any further questions or if there is anything else we can do to assist you.
  
  Thank you for your understanding and for giving us the chance to address your concerns.

  Best regards,

  1-800Accountant *********** Team

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answei do not accept their unfair refund policy and will take this matter elsewhere if need be Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was billed on 10/9/23 for a yearly tax service for both my personal and business account for $2787.89 through ***** Accountant. In March, upon working with them to do my taxes they were not qualified or responsive to me and were we unable to complete my business taxes, my personal taxes were filed for the state but were incorrect and had to be redone. The approach they took to do my taxes was malpractice and would have gotten me audited. I requested for them to cancel my service and get a refund because they were uncapable of doing my taxes correctly and did not want to continue my year service. This was less than half way through the yearly service. I should receive a full refund due to their incompetence but would also understand that only a 50% refund would suffice given that I used they services for 6 months, even though every piece of advice and direction was wrong....

  

  Business response

  06/03/2024

  Dear *****,

  Thank you for sharing your experience with us. We sincerely apologize for the issues you encountered with our tax service. Your feedback is invaluable, and we want to assure you that we take your claims very seriously.
  

  We have initiated an internal investigation to thoroughly review the problems you have described. Please allow us ***** business days to complete this investigation. We will follow up with our findings and work towards a satisfactory resolution.
  

  We understand the importance of accurate and responsive tax services, and we deeply regret any inconvenience and frustration this situation has caused you. Your satisfaction is our priority, and we are committed to addressing your concerns promptly and thoroughly.
  

  If you have any additional information or concerns in the meantime, please feel free to reach out to us directly.
  

  Thank you for your patience and understanding.

  The *********** Team

*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. ↩