ComplaintsforPolston Tax Resolution and Accounting

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I entered into an agreement with Polston Tax Resolution over two years ago in which I agreed to pay them money for a resolution to our outstanding tax issues with the **** We have paid $16,000.00 for this service, plus they withdrew an additional $900.00 from my account after our agreement ended. I have sent multiple emails to Polston, with absolutely no response. During the time of our agreement, I had one conversation with an attorney in their company. I asked him at the time (October 2023) if he would provide me with a written synopsis/record of our conversation. He assured me he would. I have yet to receive anything. I followed up with an email to him on February 14, 2024, asking him again for something in writing. I received no reply. On March 15, 2024, I forwarded that email to ********************* of their company, asking him to have the attorney provide me with something in writing about our conversation. I received no reply.Instead of resolving our issues with the **** Polston advised verbally during the conversation with the attorney that we do nothing, but just wait. On March 15, 2024, one month after our agreement ended, Polston withdrew an additional $900.00 from my account. When I emailed and asked why they had withdrawn this money, they said it was for additional representation. On March 16, 2024, I emailed ********************* of their company. I asked him for a detailed list of all of the things Polston had accomplished on our behalf over the last two years in which they had represented us. Again, no response.I expect a list of the things Polston has accomplished on our behalf over the last two years of representation. I want, in writing, a synopsis of my conversation with their attorney and their options/suggestions about how to best resolve our tax situation. I want a refund of the majority of the $16,900.00 that we paid them, if they can justify that they were actually due any of that money.

  

  Business response

  05/02/2024

  While we disagree with many of the statements in this complaint, we can confirm we have been in contact with the client since this complaint. We discussed the circumstances and representation leading to this point and next steps to resolve the clients tax matters. We have already begun carrying out those steps and will keep the lines of communication with the client open until this is resolved.

  Customer response

  05/07/2024

   
  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.
  

  The company is currently working with me, but has not yet guaranteed a partial refund. They said that will take some time and approval. I am reviewing the paperwork they sent to me to see exactly where we are on my case. But at least I have gotten a response from them.

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I met with Polston in July 2021. The person I spoke with made me feel confident and going with them. I didnt have $4500 in one fell swoop to pay so I had to pay make payment arrangements which was finished in February of ************************************************************** until October ********************************************* an extra 350 a month. As soon as they requested documentation, I provided it to them. I have hundreds of emails where I corresponded with the attorney on my case , there would be times that she would not respond and I would have to spend weeks trying to get in touch just to find an update on my case this did not get resolved until February 2024 after they tried to take another $400 from my account Then said enough I set up my own payment arrangements with the **** I have repeatedly requested documentation be sent to the *** and the owner of Polston . As of this date, I have not received a response from the owner of Polston I have also requested multiple times documentation of billable hours only be only to be told that , they really dont track by billable hours. Apparently they have to contact the *** just like I do and have to wait on hold. I have requested the information that was sent to the *** on my behalf to see how the *** determined what I was able to pay monthly. I received five documents from them , and all it was was copies of my own tax transcripts which I can pull off the *** website myself. I have requested a refund multiple times only to be told no. In my opinion, they did not do anything for me. I still didnt get my taxes lowered none of the fees or anything was waived. I have to pay back the full amount and I had to set up my own payment plan with the *** myself. So for those of you out there looking for tax help please do your research. Talk to multiple companies before you decide to pay out an outrageously high some because nothing will happen with Polston . The owners of Polston received all my emails.

  

  Business response

  04/18/2024

  We appreciate the opportunity to address this clients concerns and provide additional insight. We strongly disagree with the clients characterization of our services, as we detailed to her in a thorough email exchange over the 2 months preceding this complaint. We stand by what we have previously stated to her about her own culpability in the delays on her case.She received this answer from the employee working on her case. She didnt like the answer, so she asked for a response from management. She got the same answer from management, so she asked for a response from one of the co-owners.She got the same answer, so she asked for a response from the other co-owner.Our answer hasnt changed, and we still stand by it.
  
  However, instead of detailing here how specifically we disagree with her, we would like to take a different approach on this matter. In doing yet another review of her case history to respond to this complaint, we were reminded of some significant and difficult struggles she has dealt with in her personal life, unrelated to our services. Of course, we will not detail those hardships here, but we do want to change course on our refund determination in light of these difficulties she has had.
  
  Though we stand by our previous determination that no refund is due on this matter, in the spirit of compromise and compassion, we would like to provide a partial refund to this client in the amount of $2,000. We hope this helps us part on more amicable terms than after our previous communications about this matter.
  
  Despite our disagreement about services, we truly do wish the best for you, ********.

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  please have refund made to the debit card attached. Thank you. ****************************;

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We retained Polston *********** to assist with a NJ State Tax collection matter. We signed a retainer agreement for their services and agreed to a monthly payment of $500. We then retained them for assistance regarding a lien subordination matter, and signed a supplemental agreement for an additional monthly payment of $200. It has been 9 months, and we still are no closer to resolution. I all but $500 on my initial agreement, and I have contacted Polston several times to discuss reconsideration of my payment arrangement, but instead of a return call, I received email advising that unless I pay what is owed, they will terminate the *** they filed with the *** and the State of NJ, and cease any further work on my file. I requested a certification or summary of the services they have provided to date, and was informed via email that it will take at least 30 days to process my request. Both my matters are time sensitive, and it appears that Polston has not done anything to resolve my cases.

  

  Business response

  04/18/2024

  Thank you for the feedback and opportunity to address this clients concerns. First, wed like to address the clients desire that this service be canceled if we cannot resolve it within 30 days. This cannot possibly be resolved in that time frame, so we accept and agree with the clients request to part ways and evaluate a refund.
  
  The clients Engagement Letter shows no refund would be due. However, in the spirit of compromise, we can agree to refund $1,000 in hopes to part as amicably as possible. We will send the client the requested summary of work. Client was advised it can take 30 days, not at least 30 days,but we expedited it due to the irreconcilable differences between us. We should also clarify that although the client states they only had one more payment to make on the initial service, they paid less than half of the total fees owed for all three retained services and were two months delinquent on payments at the time of this complaint.
  
  It's also important that we elaborate on what was done for the client. Beginning early and repeating throughout the 9 months since Client retained our services, we requested simple and necessary documents 16 times and still never received everything we needed to move forward. Sometimes,a week or more after our requests, Client would email us to argue about whether we needed the documents, and we would explain why they were necessary. At one point, the client insisted we attempt something we knew to be contrary to the Tax Code and procedures, and the clients excuse was that they have done it before. We explained again that we would follow the established laws and procedures.
  
  Despite the non-compliance from the client, we contacted tax agencies on their behalf 15 times to protect them from collection action and move the case forward with the few documents the client had provided,but ultimately the clients unwillingness to provide documents created an impassible wall in the services.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired and paid Polston Tax to correct my 2020 taxes. From the beginning, the communication about my case was limited and there was no follow up to ensure my case was resolved with the **** Fast forward to today and the *** is stating the never received my amended returns that Polston Tax completed. The *** is now seeking $8,000 which includes back taxes and penalties for something I do not owe. Further escalations on this matter has gone nowhere. The have not return my phone calls and have not informed me of any updates of my case

  

  Business response

  04/05/2024

  We appreciate your feedback and the opportunity to address your concerns.
  
  In late July 2022, you retained us to prepare an amended 2020 tax return. Your Engagement Letter clearly states services include only preparing and filing the amended tax return, not legal representation before any tax agency for the balance owed prior to the amendment. We diligently worked on your amendment and completed it the very next month. We notified you multiple times in August 2022 that your amendment was complete and ready for your review and signature. You did not respond to us for 8 months after that. When we finally received the signed amendment back from you, we immediately submitted it for processing to both federal and state tax agencies in May 2023.We also provided tracking numbers to you at that time that prove the amendments were timely received by both the federal and state tax agencies.
  
  Since the pandemic, processing times at tax agencies have grown increasingly long. The *** advises that an amendment can take up to 20 weeks to process, but we commonly see it take longer. As discussed previously,the notices you are receiving are regarding the balance that existed before the amended tax return was filed. That balance will continue to exist until the amended tax return is processed. We have discussed this directly with you and offered for you to retain our legal services to protect you from levies while the amendment processes, but you declined this offer. We also provided you with advice on how to protect yourself and you confirmed you have not done what we advised. We again encourage you to heed our previous advice to protect yourself.
  
  We fully and promptly performed the services for which you retained us. No refund is due. If you are not willing to retain us for additional work that is clearly outside the scope of services and you are unwilling to take our advice on how to help the situation on your own, there is unfortunately nothing further we can do for you.

  Customer response

  04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This company failed to mention their lack of response and the time line where I had to escalate to executive leadership to get a simple response.  Their response doesnt mention that the fact that I have on multiple occasions try to speak with a manager to discuss my concerns.  They are failed to disclose the processing times or length this process takes.  Not to mention the $2,000 that the *********** has already taken, following their amended return.  For me to retain for legal coverage I wouldnt incur additional cost.  

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

  

  Business response

  04/09/2024

  We understand you would like clarity on the timeline in your services. We can further address that as well.
  
  You emailed us after business hours on a Friday that you had received tax notices that concerned you. We responded the following Monday morning asking you to provide the notices so we could review and adequately advise you on them. You did not provide the notices at that time. You emailed us two weeks later on a Saturday (replying to the same email in which we requested the notices from you) saying you had not yet received a call about the notices. We reminded you first thing the following Monday morning that you had not provided the notices as requested and we could not advise you on them until we received and reviewed them. Another two weeks later, we finally received the notices from you. Unfortunately, you filed this complaint only a few days later before we had a chance to review and discuss the notices with you.
  
  We then made multiple attempts to call and discuss it with you but you were repeatedly unavailable until last Friday, which is the first conversation in which you requested to speak to a manager. That was also the day we sent our previous response. Therefore, our response would not have mentioned that you requested to speak to a manager multiple times because that isnt true. We will be in touch soon to schedule a call with a manager per your request, but the solutions we can offer are the same as detailed in our previous response.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was advised upon retaining the services of this company that once my case was closed there would be no more payments pulled. I was told this information in our first call when explaining their services and then again once I was assigned a case manager. She plainly said once the case is closed I will not be charged. I am now being told that oops she misspoke ok well whose fault is that. And the person before you misspoke. So it took my case manager 5-6 days to tell me oops no refund. If not all of my money at least 50% I am not at all happy with this resolution and I regret contracting your service.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  16 January **** Formal Complaint against: Polston Tax ********************************************* **************************************************************** Dear Sir/Madam:I am filing a consumer complaint against the following company: Polston Tax Resolution this company who contacted me about helping resolve my IRS Tax Debt. I *************************** signed an agreement to pay $400.00 down payment and a monthly fee of $395 in November 2021. Approximately 8 months later a representative by the name of ***** contacted me and apologized that no one had did anything with my case. Per ***** she was going to begin to work on it immediately well that never happened. I have paid them a total of $4,670.00 to date and no IRS tax resolution has been reached. I have had multiple account representatives and each time they apologize and state they are going to be begin work right away, well that has never happened. Each new representative would ask me for additional information which I have always provided. The last representative ********************* contacted me on Tuesday, January 9, ****, with the following proposals. 1. Polston Tax Resolution resolving my case and postponing the monthly fee for 6 months. 2. Cancelling their services and find someone else to represent **** told him I was not paying Polston Tax Resolution another dime and in fact I want a refund for them doing NOTHING!In closing, I would like a refund of all moneys and penalties paid to Polston Tax ********************************************* within 30 days. I am filing a complaint with my local ************************ and the Better Business of ******** and ******** I want a Full Refund and your business closed because of Fraud and False Pretensions.Best regards,*************************** *************************** *****, ** ***** ********************* ************** cc: *********************, Attorney General of ******** ************************************************************* Better Business Bureau Serving ******** ***********, ** *****

  

  Business response

  01/22/2024

  We appreciate your feedback and the opportunity to address your concerns. However, we must correct some statements and fill in important facts you omitted.
  
  We contacted you shortly after retaining us to update you on our research into your *** account. We advised that the *** showed two recent tax returns were still pending, and we discussed the importance of filing compliance. We spent the next several months monitoring your account for the tax returns to process and protecting you from collection action. Following the pandemic peak, the *** was very slow in processing tax returns. Despite this *** delay being outside our control and creating additional work for us, we also knew it was outside your control, and as a courtesy we paused your payments to us for an agreed period.
  
  It took a few months and multiple requests to finally get most of the financial information we needed. You also admitted that you have filed your tax returns as single even though you are legally required to file as married. You stated that you knew this was against the law but did it anyway and would continue to. We advised you to cease and correct it. In the same conversation, you refused to provide financial information of your spouse,which is required by the *** in our negotiation process. This limited our resolution options because most options require household information.
  
  Once we were able to discuss resolution options with you,we discovered that you had failed to file another tax return that had come due,despite our advice multiple times to maintain compliance. By the time you canceled services, we had performed a significant amount of work without the agreed monthly fees. No refund is due, and as you noted, one option we presented was for us to continue working a few more months to allow time for you to prepare to begin the fee again, but you refused.
  
  We truly regret when clients feel the way you do, but there is only so much we can do given the issues detailed above.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1000 to resolve a tax issue. They arranged a conference call with the tax authority who refused to speak to us because I did not know which of my previous addresses they had on file. The attorney asked me to provide him with a list of other possible previous addresses that could be on file. Which I did the same day in an email. Then I never heard anything back and the company stopped responding to my emails.

  

  Business response

  12/06/2023

  We appreciate the opportunity to address this clients concerns.
  
  First, we have one clarification that the client retained our services to research, analyze, and advise on any tax issue we could discover with his tax account. ********************** of any discovered tax issue was not included in the services retained because we would not have known the work involved until we completed that research and analysis on his account. Accordingly, the agreed fee was for the research and analysis and any further legal services that would have been required subsequently would have been separate.
  
  We regret that he did not receive the timely communication he expected from us, but in the time since he filed this complaint, we have been able to connect with him, schedule and hold another call with the relevant tax agency, and secure the information he retained us obtain. We reviewed and advised him on this information. We are pleased to have served this client by completing his goal in retaining us.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THEY SETTELED A TAX OWEDTO IRS I RECIEVED ANOTHER BILL I CALLED THEIR OFFICE NW 63 *** LEFT SEVERAL MESSAGES NO ESPONSE THEN CALLED OFFICE IN ***** NO RESPONSE THEY EILL NOT CALL MEV

  

  Business response

  07/03/2023

  **************, we apologize that you did not receive a return call as quickly as you expected.  We have received and reviewed the notices you sent us. The notices indicate that the payment plan we negotiated for you a few years ago is in danger of being terminated due to missed monthly payments on it.  We understand you have also stated that you did not miss any payments. Sometimes this can be due to *** error and sometimes it is due to taxpayer error.  Regardless, the first step would be to re-establish ***** of ********* so we can contact the *** to find out what payments they think are missing and prove they were made if they were in fact made.  We will reach out to you directly to arrange a meeting or phone call to discuss moving forward with the above steps.  Thank you.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted them to help with IRS back tax issues. Paid and never hear from the company except to ask for money or to say after a year and a half we need more documents. As far as I can tell the IRS has never been contacted by the company in nearly 2 years on my behalf.
  

  

  Business response

  06/01/2023

  We appreciate the opportunity to respond to these clients' concerns and clarify the facts.  The clients claim they never heard from us about their case, but that isnt accurate.
  
  We first requested necessary financial documents from the clients via email on 5/20/22. Having received none of the requested documents, we contacted the clients again via phone on 7/11/22, and they confirmed they would provide the requested documents quickly.  We also emailed them again that day to confirm the discussion and the requested items in writing.  On 8/25/22, we received via email a small fraction of the documents requested.  We emailed the clients the same day thanking them for the documents provided but reiterated that several documents were still needed.  We reiterated again on 8/31/22 via phone and email what documents were still needed.  On 9/19/22, we received via email another single document, leaving several documents still outstanding.  Having still not received the documents, we called and emailed the clients on 11/1/22, reminding them again of the documents still needed from them.  We called the clients again on 11/8/22, reminding them of the documents still needed.  At this time, the clients confirmed they would promptly provide the documents.  Having still not received the documents, we emailed the clients again on 3/7/23 requesting the remaining documents for the seventh time.  On 4/17/23, the clients advised they were going to mail the documents to us that day.  We never received the documents.  The clients called to cancel services the following week on 4/24/23.
  
  Per the terms of the clients engagement letter with us, the fees the clients had paid so far in the case were earned in full.  In fact, we provided a few months of free services as a courtesy in effort to work with them.  However, in the spirit of compromise, we are willing to refund $1,000 in the hope of parting ways on better terms.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/13/23, I paid $600 in full to have my 2023 taxes done by this company. I promptly submitted my tax documents to ******************* via the drop box, but did not receive any communication from her. Despite my repeated attempts to contact the company, I was unable to get in touch with anyone until *****, the assigned tax accountant, finally responded. He informed me that he had lost my drop box, which contained my personal information. I found this concerning, but he later located it after two weeks. Unfortunately, my taxes still were not completed, and when I called for an update, I was told that ******* was on vacation for the week. However, ***** was responsible for my tax preparation, and I am still waiting for my taxes to be completed. its now 5/1/23

  

  Business response

  05/04/2023

  We appreciate the opportunity to address your concerns.  We apologize that you did not receive timely return contact.  That isnt our goal, nor our standard, and we regret that this issue has tarnished your experience with **.
  
  We wanted to also clarify that your documents were not lost at any point.  The Dropbox where you submitted documents cannot be lost as it is a secure cloud storage solution.  We apologize for any misstatement or miscommunication that led you to believe your documents were lost.  We assure you they were not.
  
  Since receiving this complaint, we see that our staff have been in contact with you and your tax preparation is being expedited,pending some additional documentation needed from you.  We have also offered the opportunity for ** to prepare two tax returns for your income-earning dependents for no additional fee.  We hope this helps improve your experience with our firm.  Thank you.

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