ComplaintsforPolston Tax Resolution and Accounting

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2012 we hired Polston Tax to help up with our IRS problem. We paid 12,500 for them to intervene and get an OIC for us. After getting them all the information they requested we would wait, hoping they were doing what they said they would do. We wouldn't hear anything for months so I would finally call and I would either get, oh by the way we need this or that, or I'd get, these things take time. Finally in 2016 the first OIC is submitted. By the way, I was advised not to pay the minimal IRS taxes owed for 2015 or the various state taxes because they were all going to be a part of the OIC. The OIC was rejected because someone forgot to submit some of the paperwork required. So now the process starts all over. Through all of this there is no communication from Polston, not even when new people are assigned to our case. I didn't even find out when our lawyers changed 3 times! To make a long story short, it is now 10 years of fear and frustration later and 3 failed OIC'S. So what do we get from Polston? Oh sorry, you are just going to have to pay the 110k we couldn't get an OIC for plus another 200k in penalties and interest from the past 10 years for the IRS, plus the taxes and intrest from the state taxes. In 2017 our parents bought us a place which we fixed up and then took advantage of the high market and sold it last June. After paying our parents back we were so fortunate to have enough to pay the IRS 309,000 to get them off our back no thanks to Polston Tax. They did refile a couple of the years they legally could so we got some of it back but Polston so far is refusing to pay the penalties and interest on the state taxes they were holding all this time that amount to 2496.20 and 6475.09 for 2011 and 2010 taxes. A couple of times throughout the 10 years I checked out the BBB comments and they put me in a panic because we were experiencing the same things the people were complaining about. Polston, your lawyers really messed up so please make it right.

  

  Business response

  01/05/2023

  Prior to this complaint, we don’t have any record of the client requesting reimbursement of penalties or interest on her state taxes, and we did not refuse to work with her on an equitable arrangement. We will reach out directly to discuss these details further. We hope these discussions can allow us to work with the client to help get the penalties & interest waived, and if not, assist in paying a fair portion of the amount based on the circumstances. However, we also need to address some of her other statements.
  
  To the client’s claim that she was advised not to pay her state taxes because they would be included in the IRS Offer in Compromise (OIC), she was advised the opposite of that. A relevant excerpt of an email sent to her on 10/13/2016 at 3:23 pm states: “On the state tax return, yes if you can afford to do so please pay it.” The client’s reply the same day: “I will send off the state taxes only.”
  
  The first OIC submitted was rejected in error by the IRS. The 2012 tax return had been filed prior to the OIC submission, but the tax return took much longer than usual to process. The IRS incorrectly rejected the OIC allegedly for the missing 2012 tax return and though we advised them the return had already been filed and was processing, the IRS refused to reopen the OIC so we resubmitted once the tax return had processed. The subsequent OIC attempts were frustrated by the client’s aforementioned gift of real property from her parents. OICs are contingent on an inability to pay, and this significant equity property materially changed her financial situation. We advocated as best we could, but this was a sticking point with the IRS.
  
  Due to the many roles needed in a typical case, we advise our clients that they can expect to work with multiple individuals during their case. In reviewing the case history, it’s clear that the client was promptly notified and contacted by any staff reassigned to her case as needed. We must disagree with the client on that point.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I secured polston tax resolution to help me with my *** problems in early 2021. They initially contacted the *** and got some things resolved but didn't reduce my debt. After that they switched personnel on me and didn't tell me, made no progress for months and kept charging my credit card. I complained and they gave me 3 months without charging me but still made no progress. Over 12 months after I had secured their services I contacted the *** and they had not been contacted for ************************************************************** refund my money. They decided to cancel my contract. It cost me almost $4,000 and that doesn't include the penalties and interest the *** is levying against the debt I still owe. After that it took them a couple months to review the case and they decided I did not deserve a refund. So I asked him for a summary of work completed, after another month or so they come up with a page of excuses blaming me for why they hadn't been able to move the case ahead. At that point I asked them for my information to be returned to me it took them over a month to do that. The first time they sent a certified letter and it didn't get to me. The second time they sent a flimsy envelope and the flash drive fell out with all my information before it reached me. So I went down there personally and got my information and never got so much as an apology. I assume blatant encompetence is there standard mode of operation because they never acted like it was anything out of the ordinary or tried to make it right.They send out flyers in the mail telling how amazing they are at resolving tax issues. But they can't even seem to answer the phone or emails for their customers once they get them on the hook.

  

  Business response

  12/08/2022

  We appreciate the opportunity to address this former clients complaint and clarify information he omitted from his description of events.
  
  Client retained us to see penalty abatements from the *** allegedly due to his former CPAs negligence in filing his returns late. After a significant amount of time working under this premise, Client admitted to us that the returns were filed late due to him providing tax documents late to his CPA for the years in question. Obviously, this is entirely different and significantly dampens his grounds to request a penalty abatement. Even with the complete change of facts, penalty abatement was not impossible, so we requested information from him to proceed. He repeatedly failed, and at times directly refused, to provide the necessary information.
  
  Due to his repeated non-compliance with standard document requests and false statements for the premise of the penalty abatement request,we elected to terminate services and evaluate a refund of any unearned fees.Client agreed We reviewed the case notes and provided the client with a thorough summary of work performed. He describes it here as a page of excuses blaming [him], but it was three pages comprising an extensive list of actions we had taken on his behalf in furtherance of the services he had retained us to perform. We accurately advised him that according to the work performed and the terms of his Engagement Letter the fees paid to date had been fully earned and no refund was due.
  
  Client also seems to claim we are to blame for the ************* ************** losing or destroying mail in transit. We would like to assure him that we do not have any such control over USPS.
  
  Clients desired settlement is for us to stop advertising our skill and success in resolving tax issues. These advertisements will continue as they are a true reflection of what we can accomplish for any client who does not try to deceive us and provides simple documentation upon request.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Polston Tax to do an offer and compromise with the **** They charged me $5050 to do a payment plan I could have done myself. They asked me to provide tax documents. I was very sick. I didn&#**;t ever provide the tax documents, because I didnn&#**;t know how to get them, and no one from Polston&#**;s office would call me back OR ever proactively reached out to say they needed them. Finally, after months of paying them all this money, they come back and say that they can just get me on a payment plan and they don&#**;t need any financial documents. I am now on that payment plan, and I found out how much they ripped me off when they "attempted" to do my 2021 taxes. ************************* told me on November 4th I could just add the amount owed for 2021 to the other amount I owe. He said that is the kind of thing someone could set up on their own. So I said, why did I pay you $5650 if I could have done it myself? He started ************, saying things about my mental health, etc. He said, "I&#**;m just trying to save you from wasting anymore money." I said, "are you trying to tell me not to hire any lawyer but you?" He said, no, that he is my friend, that I didn&#**;t need a lawyer at all for this. They didn&#**;t do anything eccept collect money for a full year. In all the paperwork they gave me, it&#**;s all before 2021. They can&#**;t show me how they used my $5650. I asked them for a detailed list of how it was spent. They never gave it to me. Based on this and them messing up my taxes and missing the deadlines twice, I want every ***** back I have paid them. I will need it to get out of this mess. *********************** also told me NOT to complain to the **** association because "they can&#**;t compel us to pay." That&#**;s how my "advocate" treated me. They didn&#**;t advocate for me. That would have involved contacting me. All the paperwork they gave me to support this is from 2018. They did NOTHING for me that I couldn&#**;t have done CORRECTLY myself.I hired Polston Tax to file my taxes for 2021. I paid them $600 via ACH on 2.28.22. In August, I realzied they hadn&#**;t been filed. I was told "we will get you everything you need before the extention date." I have that in writing, in an email. They missed the first tax deadline of **** and when I called again on 10.27.2022, I found out they missed the deadline then, too. They processed my taxes with the Federal Transcripts in two days and they never gave me a copy of the taxes. I had a meeting with them where they said they won&#**; t ever speak to me again and "we are done." Well, they have to provide me what I paid for. And, now that they missed both deadlines, and I supposedly owe, they ALSO have caused me penalties and fees starting from ****.2022. I hired them in good faith and in good faith they did nothing for me. In the meeting we had, they said that they informed me they needed paperwork from me via their internal tool called "canopy" but they also knew that I hadn&#**;t logged into canopy in 8 months. I only logged in once. I was unaware on how to use it and I was suffering with extrememe Chronic PTSD. Instead of being my advocate and calling me or reaching out or doing anything - they just sent messages to the canopy thing that I didn&#**;t know how to use. They claimed they didn&#**;t owe me a refund because they did the taxes. YEAH, after they missed all the deadlines and they didn&#**;t even give me a copy!!! They need to refund me the $600 I paid them AND ALL OF THE **** I have accrured since ****.22. I have a separate complaint I am making about them because they have not only ripped me off once, but twice. I only hired them again because I was assured personal attention and no mistakes. This is their "personal atttention." They even sent me bible verses saying that everything would work out fine. It did not work out fine. They even disparaged me on their ****** reveiews and called me a liar.

  

  Business response

  12/07/2022

  Comment added by BBB staff member PNN..

   

  We appreciate the opportunity to clarify and correct this clients concerns and statements.

   

  Client did not retain our services to do a payment plan. They retained us to investigate and review all possible resolution options based on their financial information, upon which most tax resolutions are based. We performed the detailed financial analysis, but the client had secured more gainful employment after retaining our services and stated they were much more comfortable financially.  Based on their ability to pay, the client agreed with the payment plan resolution.

   

  We completed the paperwork for the payment plan and sent it to the client for review, banking info, and signature. The client wrote their banking info on the form, signed, dated, and returned it. We submitted it properly to the *** for processing. The client was later notified by the *** that the payments were not drafting because their phone number was entered as the bank account number. Without inquiry or merit, the client accused us of making this error. We explained that the client filled out the banking info themselves and we submitted that to the ***, so the error had to be on the *** end when they input the details into their system. Despite this being explained and documented for the client, they still somehow believe we created the error in the *** system.

   

  The conversation with one of our employees on 11/4/22 is both misleading and misstated. Despite the work performed, the client was demanding a refund because they claimed they would have to hire another firm to fix the payment plan, which they still blamed us for despite the cause being explained. Our employee was advising that hiring another firm was unnecessary because we were offering to help correct the ***s error and re-establish the payment plan. When the client said they would not accept our help, our employee offered to instruct on how to try to update the banking info for the payment plan through the *** website. The client now twists this to mean we said they did not need an attorney for the services we performed for them. The service we performed was investigation, research, financial analysis, and tax resolution, not this final clerical step the client is referring to. Further, our employee in no way told the client not to complain to the **************** The client stated they would go to the bar to get their money back from us. Our employee accurately advised that filing a complaint is up to the client but they should be aware that the Bar cannot compel refunds and the Bar does not engage in fee disputes for clients.

   

  The client also addresses our tax return preparation services, which we are also happy to clarify several facts omitted in the complaint. We requested tax preparation documents from the client on 2/28/22 via our secure client portal. We left a voicemail and emailed them on 3/2/22 to ensure they received the request. Having not received the documents, we sent the request again via the portal on 4/14/22 and filed an extension for the clients tax return. On 5/5/22, the client confirmed via email that they had received the requests and would provide the tax preparation documents and let us know if they had any issues with the requests. Almost 4 months later, the client asked for a status update and we sent the request via the client portal for a third time. We emailed the client on 9/1/22 to notify them about this third request for documents and it appears there was a typo in the email address and the email was not sent. We regret this error; however, the request was still refreshed in the client portal, which the client had previously accessed after retaining our services. Once the client provided the documents after the October filing deadline, we prepared the tax return within a few days.

   

  The completed tax return was offered multiple times to the client and they refused it. Seeing that they have changed their mind and now want a copy, we are happy to provide it. However, we will not refund fees for services already completed.

  Customer response

  12/07/2022

  They didn't do any detailed financial analysis in 2021 - 2022 because they said they never got any forms. They didn't file my taxes on time. The only communication they provided is detailed in the November 30th email. I need to know how that adds up to paying $5,650. I have asked for it and they can't show me. They missed all tax deadlines. I want a refund because they abandonded me and forgoteen me again, by their own admission, they didn't contact me AT ALL for four months. 

  

  Business response

  12/12/2022

  The client is correct that we did not receive the new financial information we requested multiple times. Despite that, we thoroughly reviewed the previous documentation the client provided in conjunction with the additional information the client verbally relayed to us about a large cash settlement to be received as well as new employment with significantly better wages. With this information and the clients reluctance to provide the requested financial updates, we let the client know of a resolution we could negotiate with the *** without providing current financial information. The client reviewed the terms and advised they wanted us to pursue that resolution, which we then established with the ***.
  
  We missed no tax deadlines. In fact, as detailed in our previous response, we requested tax documentation multiple times, filed an extension in April to give the client as much time as possible to provide documentation,and followed up again for documentation. Once the tax documents were finally provided, we prepared the tax return within a few days. The missed October deadline was solely in the control of the client. Not only had we requested the information from the client, but also they had affirmatively notified us that they would provide the information to us and let us know if they had any issues in doing so.
  
  The client claims to not understand how the fees were earned. We are happy to repeat our previous explanation in more detail. The services were fully completed. The client retained us to negotiate an *** tax resolution.  We completed that as previously described and even offered to assist the client as a courtesy when it was discovered that the *** input the agreement incorrectly. The client also retained us to prepare a 2021 tax return.  We diligently requested necessary information for that work and when finally provided we quickly prepared the return for the client.  The fees were earned because the retained services were completed in full.

  Customer response

  12/12/2022

  Polston wont answer my questions or provide me with proof of billable hours. They keep saying no documentation was provided, but then they say in their last response despite that, we thoroughly reviewed the previous documentation the client provided what documentation is that? If they mean the documents from the first time I hired them, in 2016, none of that information is applicable to me anymore. It continues in conjunction with the additional information the client verbally related to us about a large cash settlement as well as better wages; how can extensive financial analysis be done verbally? The recap of our conversations (email from *****) details that they sent 4 emails in total. The binder that they gave me to support all the work they supposedly did only has papers from 2018. Theres nothing from 2021 or 2022. Polston also said, we diligently requested information for that work and when finally provided we quickly prepared the return for the client. Thats NOT TRUE. Even they admit I didnt provide them with any documents! What actually happened was on 10.27.2022, I started panicking realizing that they didnt contact me with the necessary information before the deadline, like ****** promises he would in the email attached from August 30th. This is what he says Yes, we file a 2021 extension but still need to get you the tax return for our office to submit for processing. We will get that to you before the filing deadline.Even with what he says, somehow Polston still says its my fault! He even referenced a Bible verse about how its all going to work out! ****** then said he could do my taxes based on federal transcripts. Why could he not have done that back in April then?
  All I want is a detailed explanation of billable hours, and whatever they cant reconcile for I want to be refunded. I also want the fees refunded for the taxes because they didnt do them on time like they were supposed to, and I still havent received a copy of them.

  

  Business response

  12/21/2022

  Both in our responses to this complaint and directly with the client prior to this complaint, we have answered the clients many questions. They just do not like the answers. Regardless, we will repeat some of them here one final time.
  
  We do not bill hourly. For back tax resolution, the client was charged a monthly fee for the duration of the case until it was completed.In fact, as a courtesy, we stopped billing at the end of 2021 and continued working for several more months to resolve the case. For the tax return preparation, the client was charged a flat fee. The proof of work and fees earned is the fact that the case was resolved and the tax return was completed,which the client has already acknowledged.
  
  The financial analysis can only include information the client provides. In this case, the client provided financial information in 2018 from previous representation. They neglected or refused to provide updated information despite multiple requests. Knowing the previous information would not be fully accurate to the clients current situation, we spoke with them verbally about changes to their situation since the date of their previous financial information. Our analysis included every possible consideration within the bounds of what the client was willing to provide.
  
  Any statements or commitments to file a tax return timely is always contingent on cooperation from the client in providing necessary information. After requesting this information multiple times over the course of 9 months, the client asked us to just use IRS income transcripts to complete the return. We do not typically recommend this unless the client has no documentation to provide because it cannot account for all the deductions a client is likely eligible to claim. Regardless, the client requested we proceed this way, and we completed the return quickly as previously explained.
  
  We wish the client felt differently, but we have explained in every way we can that no refund is due.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Polston Tax Resolution was hired on April 15, 2022 and paid $4,790.00 and again paid $4,790.00 on May 15, 2022. I entered into agreement for services to begin in April and prepare to work with the IRS agent assigned to me in September. Work only began in May and then was on hold *****August when representatives were unable to be reached. We parted ways due to non-performance in September. I requested an accounting of work done which I did not receive. Any work they did, if any, was not used. I hired a new firm in September and started over. Note, the new firm, and all comparable firms, charge 10% of the fees I was charged, therefore this also contributed to the challenge. I believe this firm charges exorbitant fees and does not perform as I had difficulty reaching them multiple times. They also changed what resolution they promised to provide when they signed me up. They have not tried to resolve the issue, instead trying to keep the money for 2 months in which they absolutely did not perform $10,000 of work. I am therefore reaching out to BBB for help.

  

  Business response

  11/30/2022

  We appreciate the opportunity to address this clients concerns and correct these misstatements. We value all of our clients, but these claims and simply false.
  
  Work began promptly in April when the client retained. We communicated via both phone and email in that month and the client responded,also within the month of April. His claim that work was on hold and representatives unresponsive during June, July, and August is also false. In June,we began the clients financial analysis necessary for case progression, corresponded with the *** multiple times, and spoke to the client via email and phone. In July,we again corresponded with the *** and spoke to the client about status and next steps. In August, we completed the financial analysis with documentation finally received from the client and spoke to the client again. In September,we corresponded with the client 10 times and corresponded with the *** 4 times.
  
  Its important to note that we continued working and diligently representing the client despite him failing to make any monthly payments for fees beyond May. We even waived his fees entirely for the months of June and July based on the clients expressed commitment to make all future payments. After missing the payment again in August, we notified the client that he would need to make his August and September payments by the end of September or we would have to cease representation. He responded by canceling services.
  
  We provided professional and skilled representation for the client for 6 months without cessation despite his failure to make contractual payments. After canceling services, the client attempted to contest the 2 months payments he did make. We submitted documentation of the work performed and won the payment dispute. We understood the documentation was made available to the client through the dispute process, but we will send another copy to him directly as he states he has not received it.

  Customer response

  12/07/2022

  
  Complaint: ********
  
  I am rejecting this response because a reviewed the timeline and do not see evidence of work starting in April, only me submitting documentation and signing the agreement. Further, the work in *** was administrative, no analysis was performed.  The cost remains egregious, 10x the market rate for service below par.
  
  Sincerely,
  
  *****************************

  

  Business response

  12/08/2022

  ** are genuinely confused by the clients response. As explained in our previous response, substantial work was performed,and it was not merely administrative.
  
  All of this occurred in the month of April: ** filed ***** of ******** with the *** to establish authority to represent the client; we contacted the *** via phone and discussed the account info as well as current status and next steps; we attempted to call the client with the update but he was unavailable; we emailed the client this information and requested financial documentation needed from him for the next steps in the case; he provided some but not all of that documentation; and we began analyzing his financials. All of this is clearly detailed in the summary of work, or timelineas the client has referred to it and claims to have reviewed.
  
  ** will not spend time here continuing this unnecessary list, repeating what has already been explained. This diligent work described above continued for the next 5 months after April, despite the client paying for only two months of work.
  
  To the clients comment about our fees compared to his opinion of what a normal market rate is we can assure him we have done thorough market research and our fees are in line with the norm.** do not know what new representation the client has retained, but we have found the old adage to be very true in the tax resolution field: You get what you pay for.

  Customer response

  12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because it is false. There was no "substantial work" or contact with the **** That's fabricated. An intake and POA takes 20 minutes. This company is a scam, end of discussion.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for services in 2021 and after more than a year services weren't don't. I've emailed (for trackable correspondence) multiple times stating I want my money and returned documents for taxes they failed to file last year. Versus working compatibility to find a resolution multiple staff members ignore my email correspondence.I have given ample time for professional communication to occur that have not occurred and I have lost all confidence in this firm to respresent my interest on any level.

  

  Business response

  11/11/2022

  Thank you for the opportunity to address your concerns.  We did call to schedule a call to discuss a refund and returning your documents, but you misunderstood this to be a call to discuss working on your case further and declined to schedule the call with us.  We apologize that the purpose of the call was not made clearer.
  
  Although some work on these services had already begun,we value our clients and will instead refund the full amount of fees you paid for services in 2021.  We will contact you directly to provide logistics of the refund and return of documents.  Thank you, and we regret that you did not have a better experience with us.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I first contacted Polston Tax in November of 2020, My wife and I met with Rachel Bright and agreed to use Polston's services for a tax resolution. The agreement is that there would be a monthly draft from our bank account and they would work with the IRS to get an agreement or settlement on past tax issue. Due to family health issues we did delay the start until Spring of 2021, we uploaded the requested information into the portal and were told it would be worked with and a letter sent to the IRS. After several month with no update I emailed and called Polston several times, eventually i was contacted, told my account had been moved to a new associate and needed to do a conference call. This same scenario has played out i believe three different times over the last 18 months. Each time I was told it was with a new associate and needed a conference call. On the call I was promised there would be better communication and things would be worked on. On one of the calls I expressed my concern over the apparent lack of service and lack of communication and was told my concerns would be forwarded to the billing department for a partial refund and they would contact me, which never happened. This year I have twice asked in email to about (6) contacts at Polston that my account be closed, the ACH stopped. This has never happened. At this point I would like a full refund, and terminate the account.
  
  

  

  Business response

  07/20/2022

  We appreciate the opportunity to response to this clients concerns.
  
  There may have been a misunderstanding about case reassignment, as our staff and attorneys frequently work together on matters and it is not unusual to speak to a few different individuals for one case.
  
  Rather than contest other statements in the complaint we disagree with, we are more interested in moving forward amicably, as one of our senior attorneys has been in contact with the client and he appears to be willing to move forward with us and resolve his tax matters.
  
  We also plan to follow up with the client about a fair agreement on future fees, which are on hold for the time being, and an applicable credit for fees paid thus far.  We hope he finds this acceptable, and we look forward to assisting him further with his tax matters.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a meeting in Dec. 2019 with Cami to see how ********************** could help us with our tax issues. We were on a payment plan with the *** but it had increased to where we could not afford it. We reached out to ********************** which in the meeting the discussion was about getting our tax debt lowered. We did not discuss going on another payment plan with the ***. I could have done that for *REE and not hired a firm and paid them $4,500.00. We went on a payment plan with ********************** Tax and paid $4,500.00 and to this date there has been no ********************* The employees that were working my case do not even work there anymore. I filled out financials twice due to the time it took the first two employees to even start on my case. The communication with this firm is basically ZERO! No one will email or call you back. I see all the complaints on the ******************** website in regards to ********************** all are the same. I recently got in touch with ******** T and thought I was going to get somewhere then she notified me she was leaving the firm and gave me 3 contacts to whom would be handling my case. She even copied them in the email. I sent emails to these 3 individuals and one came back undeliverable. ****** * so I looked on their website and she was not listed as an employee. The other two ladies Lauren * and Jai'**** A have yet to respond after several emails. I just want a ******************** even an update would be nice. Like I have stated multiple times we cannot have wages garnished or levy on home. We reached out to ********************** almost three years ago to prevent this and we have no ********************. At one point and time ********************** had entered into an agreement with the *** without our knowledge and when I received the agreement I got with Ashley * and she said oh ignore that notice. She said we asked for more time and that was not to happen. It was a higher payment then what we had with the *** that had brought us into ********************** *or help. If they cannot help just return $ and I will pay that toward my debt with the ***.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with Polston Tax Attorneys in October 2019. Almost three years later, I am still begging for answers via email, am no closer to resolution than I was before, do not have phone calls returned, have had my legal team changed at least two times without any notification of these changes, recently have had to change the terms of our contract because Polston failed to listen to my needs the first time in 2019, have more than 70 phone calls logged with very few calls returned, made an agreed upon payment to the *** in April **** and have not received a receipt or any information from ****** that this payment was ever delivered to the ***, or the date it was delivered and applied to my case by them on my behalf and am now given information in email that my sales tax burden of less than $2,000 will require an additional payment to the *** beyond the $6,200+ I have already paid to the *** for fines, fees and penalties after another 6 months pass for court hearings. Why have I not been given a timeline (that I have requested multiple times throughout the years) of all these additional costs?I also sent an email asking Polston to look into the initial tax burden letter from ***. I only owed less than $2,000 but the *** and tax collectors are now wanting over $25,000. I asked Polston to contact the *** on my behalf to ask if there was a typo. They have not responded to this request.Who are they representing? It has never appeared to be me/my business.I escalated my case to a attorney supervisor in January of this year, via email; however, this escalation was ignored until April when I demanded to speak with a supervisor to get out of the vicious circle of calls and emails with no one contacting me. This supervisor does not update like she said she would during our initial phone conversation. In May I asked for further escalation but was told by the phone representative I never asked for the first escalation step and was not called back by anyone. Unprofessional

  

  Business response

  06/08/2022

  We appreciate the opportunity to address this clients concerns and statements.
  
  We have connected directly with the client about her concerns, and we have clarified and reconciled our differences in order to move forward together to resolve her tax services. She advised she would even withdraw the complaint after speaking with us to better understand the situation.  However,the BBB has advised that they will not allow complaint withdrawal even at the request of the client.  Nevertheless, we appreciate the clients willingness to do so.
  
  Rather than create a stressed situation with the client by detailing the many statements in the complaint that we disagree with,we prefer to simply state that the complaint is resolved amicably and move forward together with the client to assist in her tax matters.

  Customer response

  06/14/2022

   
  Complaint: 17257963
  
  I am rejecting this response because:

  I have requested a receipt for the $6,000+ that was sent to the *** and was assured I would receive this time/date stamped receipt from ******; however, I have not received it, nor has anyone addressed it everytime I have asked why I have not received it (I paid this in APRIL!)

  On my waiver letter to *************************, for *******************************, I have asked numerous times to state that I hired Polston in 2019 to resolve my tax issue to prove I have more than proven that I am trying to relieve this burden and this is never on the 'newly revised letter' nor is it ever addressed, but rather, it is like many issues in the past with Polston. It appears to be ignored, like I'll go away. I stated in my original letter that part of my inability to pay the small state sales tax was because of my adopted special needs son, at the time. This is never addressed in the letter as an adopted son. I need this clarified, again, to point out that I am a responsible person. I can't seem to get this point across to Polston.

   

   

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

  

  Business response

  06/28/2022

  While these new issues raised in the clients rejection of our response are already resolved, we are happy to address them here as well for the public record.
  
  The receipt referenced by the client had already been sent to her when she responded here and it is still unknown why she did not receive it. We have since resent it and the client confirmed she has it now.
  
  Similarly, regarding the waiver letter, we had already sent the most up-to-date version of the letter to her that included the requested information prior to her rejection response above. It is similarly unclear why she did not receive this email. She has since confirmed to us that she has it now and the waiver is filed and processing at the tax agency.
  
  We trust this resolves all of the clients concerns and look forward to further assisting her with her tax matters.

  Customer response

  06/30/2022

  ,
  Complaint: 17257963
  
  I am rejecting this response because: while Polston Tax has contacted me recently regarding my case more than I could ever imagine, the point remains that for over 2 1/2 years I have left numerous voice messages, emails, etc. to get this type of customer service experience that simply did not exist until now. I am suspicious that suddenly my case became relevant when very little of significance has occurred since 2/2019 when I first contacted and hired them. I escalated my case this past year to a lawyer supervisor level and this is the most that has ever happened on my case. Why did it have to come to this? Why was my case not considered until I escalated it? And, more importantly, why were the issues I outlined to my current tax attorney at Polston Tax, who so apologetically, like many others, agreed that this HAS taken a very long inexplicable time to resolve (a STATE ONLY issue of less than $9,000 initial tax burden ). Enough time that in 2019 the interest rates on my mortgage loan (I had a STATE ONLY lien against it) was at an all time low and NOW it is at nearly the same percentage as my original low interest loan in 2007. There are many occasions where I called and left messages (they're supposed to be recorded) on my attorney's vm asking her to please consider that I desperately needed to access my more than $25,000 home equity but couldn't because of state lien on my mortgage from sales tax on a failed company from many years ago. This issue was rarely addressed with seemingly very little interest on my account by any of the attorneys that were assigned to me, nor by their current supervisor, after escalation. My husband and I did discuss this issue with the current supervisor, **************** on our initial escalation phone call on January ********************************************************************************************************* 2019, 2020, 2021 and 2022.

   

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

• Initial Complaint

  04/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We requested Polston tax service to assist in getting state and federal taxes owed by our company and personal taxes reconciled and payment plans made with help to receive abatement from penalties and levies. After taking our money and assigning case managers and attorney we did not hear from their office for months at a time and then only after we contacted them first. Case managers and attorneys were reassigned without our knowledge. We were notified by IRS that the person who had ***** of ******** to speak on our behalf no longer worked for Polston. When we contacted Polston the new attorney assigned was out for medical emergency . We had a call with them in January and asked for an account of what they had done for us and what was still owed and they never got back to us We called on April 11 and couldnt get anyone to take our call. Via email A legal assistant set a conference call for 9:00 4/18/22. No one called us. We called and got VM at 9:20 on 4 different extensions This business was eager to take our check at the signing of a contract and now after more than a year they have begun taking a monthly fee of $399, but no one can explain what they have done to earn it

• Initial Complaint

  02/22/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a dissatisfied customer of **********************. I had a tax issue I believed I needed help with so I sought out Polston. I was initially asked to send Polston $1000 of which I did on the 26th February 2021. For the next 2 months the communication with Polston was decidedly one way, me contacting Polston. After the first month I decided to try calling the *** directly to see if I could find a solution to my Notice of Deficiency (***). I made contact with the *** and was reassured that the *** was very likely a mistake by the *** and was directed on how to remedy this issue. I decided after my discussions with the *** that there was no need for Polston to act on my behalf so I contacted Polston to settle my account. I contacted Polston and a representative told me that a Stop Work Order would be issued on April 15th and assured me that somebody would be in contact to close my account. Unfortunately, nobody from Polston contacted me regarding the settlement of my account. I called repeatedly and offered to physically show up at the Polston offices and was told that wouldnt help my situation. I was told there was no billing or account department for me to talk with and to just be patient. Interestingly, I received an e-mail from Polston on May 10th requesting a phone meeting with me to go over my case. It was apparent that the Stop Work Order had not been communicated. I explained to the new Polston contact assigned to work my case that I had requested my account be closed. The contact never returned my e-mail or calls addressing my account closure. I continued to try to contact other Polston offices with no results. I even sent a certified letter on October 18th, #********************, requesting settlement and closure of my account, no response. Im requesting a refund of my initial $1000 minus the cost of the ***** of ******** form submittal to the *** (only work I can verify was ever done by Polston).

  

  Business response

  03/01/2022

  We appreciate the opportunity to address this clients concerns and amicably resolve this matter.
  
  One point we want to clarify is that the Stop Work Order,as the client calls it, was honored.  Work was ceased as of the date he made that request.  The subsequent call to go over (his) case was to discuss his concerns and cancelation request and to ensure all his bases were covered in terms of his tax issue moving forward without our assistance.  That is part of our process when a client requests to cancel services, to ensure they are aware of any steps they might need to take if they are wanting to handle a matter on their own.  We apologize for any confusion in the way this was conveyed to the client.
  
  We appreciate that the client is acknowledging some work performed, and we would like to add that in addition to filing the ***** of ******** forms, we also called and spoke to the *** on 3/30/21 about the status of the tax matter and the pending information at the *** to resolve the matter.  Due to the infamous *** hold times, this call was about an hour.  Despite that and in light of the clients experience, we instead would like to refund his fees in full.  A refund check will be issued promptly,and we wish him the very best.

  Customer response

  03/01/2022

   
  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.  I was contacted by phone today by a Polston representative to verify where they should send the refund check and was assured I should see it within two weeks.  I appreciate the timely action of the BBB and Polston in regards to this matter, thank you.   
  
  Sincerely,
  
  *************************

*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. ↩