ComplaintsforResolute Property Tax Solutions

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Resolute Property Tax Solutions in 2022 to reduce my property taxes. They were unable to do so and there was no invoice for their services. In 2023, I receive an email with an invoice for roughly $23 as they claim they reduced my property taxes by a whopping $50+. When I questioned the invoice, as I had not hired them for 2023 based on their lack of performance in 2022, they claimed that I had signed a perpetual contract and that they would "attempt" to reduce my property taxes yearly (and send me an invoice) unless I notified them in writing that I no longer wanted their service. I believe the company should send out a notification each year reminding you of this contract. They claim to have sent an email on February 27, 2023 but I have no such email, but I do have all the other emails they have sent. They were unable to send me a copy of this email. I have since cancelled my contract with them.

  Business response

  08/01/2023

  Hi ****,
  We're sorry that you are disappointed in our services. Well address your complaints in the order you sent them. 
  The whopping $50 savings is superficially low for two reasons; first you have a homestead exemption capped value which required us to reduce the first $13,000 of your value without any tax savings. The remaining $7,000 reduction is where the actual tax savings came from. (see attached hearing results). Similar happened last year except we were not able to overcome the difference and provide any tax savings from the reduction we got you. Would we like to have reduced your 2022 value further to the point that tax savings was achieved? Absolutely, but we are bound by logic and reason in the form of actual market and equitable analysis. Second, our invoice system made a slight error and didnt include your Aledo ISD tax rate in calculation of your tax savings. So your tax savings was actually about 3 times higher than what we invoiced you for. Thats our mistake but Im not sure I would complain about it.
  Regarding your contract, you did sign a year to year style contract option where you have to notify us if you would like to cancel services (see attached contract). Most of our clients choose this option as you did. As you indicate in your complaint, we did send you several emails over the past year, most of which stated that you were an active client or that we were your current property tax representative. Additionally, on 2/24/2023 we sent you a reminder email to notify you that you that we would perform services for your the property(ies) listed unless you canceled before March 15 (see attached email to ****************). Short of calling all of our clients, which we cannot do, this was the best way of reminding you of your contract status with us. If you chose to ignore the emails and/or the stipulations of our contract, we cannot do anything about that. We understand that we perform a service only once a year that can be easily forgotten but we are contractually obligated to perform that service based on what you signed. So you are aware, there was an option to make your contract a term agreement (step 5 of the Appointment of Agent form), but you did not opt for that.
  Your account has been canceled going forward, per your request by email.
  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I enlisted this companys help to protest my property taxes in 2022. I did not elect or intend to sign up for continued protests. Resolute PTS sent an invoice for 2023 protest on my behalf. I called after receiving the invoice to ask why the invoice was sent. The receptionist said that I was sent in email in January indicating that I had to respond if I wanted to cancel. I told her that I in no way meant to sign up for a subscription. She argued with me and said if I didn't pay it, they would send to collections.

  Business response

  07/06/2023

  We are surprised with this complaint from ******************. ****************** has been a client with us since 2019 (see attached contract). The only difference between this tax year (2023) and the previous 4 tax years is that we were able to achieve actual tax savings for ****************** that resulted in a payable invoice for our services. In the previous 4 tax years, Ms. ******** capped value from exemptions was lower than the reduction we were able to achieve (see attached hearing results records and matching appraisal district roll value history). For 2023, we were able to reduce her market value below the capped value, resulting in almost $250 in tax savings (see attached 2023 invoice). 
  In all of the past 4 tax years, the results of our services were sent to ****************** to review (please see attached invoice records). Additionally, multiple emails per year were sent to ****************** providing information on property tax tips and deadlines, information for obtaining property tax loans if needed, notices of Resolutes expansion of services, as well as notifying her that she is an active client that would need to cancel before March *************************************************** services. No response was received from ****************** regarding any of those emails.
  Given that we represented ****************** for so long and that we have never received a request to cancel until 7/3/2023, we continued to work for her as contracted each year. Our suspicion is that had our services resulted in no tax savings again this year and therefore no payment due, there would not have been a BBB complaint. But we do need to be paid for our services that resulted in Ms. ******** tax savings benefit. Going forward, we have canceled Ms. ******** account per her request.
  
  

  Customer response

  07/06/2023

  I have reviewed the business response that no payment is due and accept this resolution.

  I strongly suggest that the business revise their practice of equating no response to be agreement. I had no awareness I was considered an active client of this business until I received an invoice. There are many reasons an email can be flagged as read and is not an indication that the content was actually read. In light of spam filters, junk mail and ******************** received, no response is not equal to read confirmation or acceptance. I had no intention of protesting my tax appraisal this year as I was considering moving in the near future so the reduced appraisal is not helpful or appreciated.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a service agreement with resolute last year in 2022 for my property, however, there was no tax reduction at all, so I decided to file the tax protest myself for 2023. I called resolute earlier this year requesting to cancel our agreement, the person who answered told me it passed the deadline (in February) to cancel for this year, but he said do not worry, if you as a homeowner file it in person, the county will automatically remove us in their system. I just simply believed him. I spent lot of time to gather evidence, make CMA, and I filed it myself in ****** countys website. They received my case and assigned a hearing date for me. Just one week before hearing, I received a message from county on Friday almost mid night that theres a settlement offer for me, I did not accept it because it was higher than I expected and I wanted to go to hearing. Next day morning(Saturday) I received another message that my file is closed! I was shocked! Then next Monday I called county CAD, the lady told me my agent rep from resolute signed the settlement offer on Friday night for me, which legally he had the right to do so because our agreement does not have an expired date! I called resolute, the customer rep said the reason that someone from their company promised mewhen I filed it myself, they will be automatically removed is because its always been like that, but if I need to remove them immediately she can send me a form to fill out so I can submit to county and have them removed as my agent right away. But why they never offered me this option before when I clearly told them i need to cancel it? I had all the evidence to show my property could be much lower than the settlement offer they signed on behalf of me, and I was so ready to go in the hearing! Its just wasting of my time and effort and also money. The customer rep sent me the form ****** and said this is the best they can do - to help me remove them from county cad immediately. What a joke!

  Business response

  07/12/2023

  Hello,
  We're sorry about your experience and we would love to investigate the matter further, but no specific identifiers can be matched in our system to the complainant. The name (***********), the phone number **************) and the email provided *********************** do not exist in our records. Since we cannot match up this complaint with any specific client,we cannot refund anyone as is the desired outcome. If more detailed identifying  information can be provided, we will absolutely look into the matter and work on a resolution.

  Customer response

  07/12/2023

  The street address is **************** ******** 

  Email you have on file is ***********************

   

  Customer response

  07/12/2023

  I am rejecting this response because:   
  

  the property street address is **************** ******** 

  the email you have on file is ***********************

  Business response

  07/17/2023

  Thank you for providing further details. We were able to review your situation. Yes, our records indicate that you requested cancelation on April 27. Our contract and emails that we send out to active clients notify you that we have a cancelation deadline of March 15 of any given tax year. This is done for a reason: so we have time to make sure we cancel you in our system, revoke our authority with the appraisal district, and are certain we don't file a protest on your behalf.We start filing protests and working on appeals as early as the end of March in many counties. As our customer services representative disclaimed to you in late April, we cannot guarantee that we won't perform any services if you cancel after March 15 because both sides (the appraisal district and Resolute) are moving very fast trying to make sure we have hearings (informal or otherwise)for all properties, several thousand per county, and that none are missed. We never want to miss a hearing, so if the appraisal district says "we need to review this property next" we tend to err on the side of working it just to make sure its not missed.
  I also believe you misunderstood what our customer service representative was trying to communicate to you. I believe what they were trying to convey was if you revoke our authority in person, ****** with remove us as your agent in their system immediately.  
  Regardless, your desired outcome/settlement is a refund. This is not possible as you have not paid us anything. We will however void out your invoice as there appeared to be some miscommunication from our side.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the past 2 years I have requested that Resolute property tax solutions remove me from their postal mailings list. I have been informed that I am not on their marketing list. However I continue to receive mailings offering their services. I was informed that the public property records are used to send mass mailings. I asked to be exempted for the mass mailings and was informed that this was not possible. My view is that there is a process that takes this public information and translates into targeted postal mailings complete with individualized codes. That process can be modified to exclude addresses. After many emails later I was informed that Apologies, but there's nothing more we can do.

  Business response

  05/01/2023

  Hello,

  
  

  My name is ********************* and I'm with Resolute Property Tax Solutions. We received a complaint recently (********) from someone that isn't our client nor ever has been our client. The complaint in our eyes is not only nonsense but it also should not have been processed per BBB Guidelines. 

  
  

  Per the BBB website, complaints must meet 8 different criteria. Specifically, number 6 says: The complaint must allege a deficiency in the companys marketplace performance with regard to the services or products that the business provided or allegedly agreed to provide. The complaint itself is about our mail marketing, which is neither a product nor service we provide. 

  
  

  We kindly request that you reach out to us about this situation and reject the complaint as it doesn't meet the BBB's own criteria for a valid complaint. I have tried calling BBB over the past 2 days without success.

  
  

  Thanks,
  
  *********************
  Commercial Manager | ********************************************************** ************

  Commercial ***** ************

  
  

  Business response

  05/02/2023

  We are sorry that receiving mail marketing from ** upsets you. But in terms of stress in your life, we hope this is minimal. When we get mail that doesn't interest us, we simply throw it away. 
  
  Unfortunately we outsource part of our mail marketing and marketing lists are created new every year, so being able to meet your requested demand of being excluded from mailing in the future is impossible. We could lie and say we fixed the problem but we don't want to do that to you. We can't make that guarantee, especially since you own more than one property.  
  
  On another note, this complaint doesn't meet the criteria for a BBB complaint. Despite making NCTX BBB aware of this, they chose to proceed with the complaint anyway. 

  Customer response

  05/03/2023

  I have reviewed the business response and while this is not a great solution, I doubt the business will do annything more.  Therefore I accept this resolution. 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document Click here to Get the File - use the Password: FA5D04C2 https://bluecomplaints.bbb.org/attachment/?c=16433858

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/01/18) */ Company Response to Initial Complaint: *** ******* first contacted us on 5/10/2021 by phone. She indicated that she found us online and wanted our services. We explained what we do and sent her an e-doc contract for her to review, which she signed that same day. As explained to her when she signed up, and as it is written in our contract, we only charge a fee based on property tax savings achieved from appealing and reducing her tax value of her property. As stated specifically on the contract: "Property tax savings is defined and calculated as the difference between the Noticed Taxable Value and the Final Taxable Value multiplied by the latest known tax rate." This means we are only looking at the current year's taxes (please see attached contract). We were able to successfully reduce ***'s tax value from $311,973 to $299,507 (please see attached Value Reduction Proof). Normally in her case, this would result in a tax savings of $335.57 based on her county property tax rate. We invoiced *** for $117.45 on 12/7/2021. *** contacted us on 12/20/2021 to state that her county tax bill was higher than last year and that we did not save her any money. We explained that that is not how tax savings is calculated and that it's based on current year initial and final values. She then notified us that she has an Over65 exemption and that she talked with someone at the county tax office who (falsely) indicated that we could not have reduced her taxes at all because of that exemption; however, this is not correct. As *** indicated, her tax bill increased from 2020 to 2021. If your tax bill can be increased, it can also be decreased from our services though not as effectively as with non-exempt properties. We reviewed her prior tax bills, found her specific exemption-based tax ceilings, and determined that because of the exemption our initial calculation was incorrect and that her actual tax savings was $31.97 which now resulted in invoice of $11.19. That same day, on 12/20/2021, we revised ***'s invoice to $11.19 and sent it to her. In addition, we made multiple attempts to explain the situation to Ms. *******, but we were not able to connect with her. On 1/5/2022, Ms. ******* made a complaint to the BBB about our company, claiming that we were doing something illegal and somehow out to trick the elderly; bear in mind, we did not solicit her business (she found us online) and we did not know she had an Over 65 exemption until a month prior to the complaint, as that information is not openly available on county websites. Her requested resolution with the BBB was for us to remove her fee, which again had already been corrected from $117.45 to $11.19. Late on 1/14/2022 we were finally able to talk with *** to state that since there was an error in calculation on our part, and there was a miscommunication to her on the tax offices' part, we would zero out her balance and close out her account. We apologized for the error and asked if she would withdraw her complaint with the BBB as the matter had been resolved in the manner she requested. Instead, Ms. ******* demanded $200 from us for "emotional and mental distress". We declined the demand and tried calling BBB on 1/17/2022, however they were close. We called again on 1/18/2022 and were told to send the response to the complaint directly to a director. We strongly request that the BBB dismiss this complaint as the requested resolution has been fulfilled but it is now being used by Ms. ******* for extortion. Consumer Response /* (3000, 8, 2022/01/31) */ I like to inform BBB that since I totally disagree with the statement dated Jan 06, 2022 from Resolute Property Tax Solutions, I do not accept this response from Resolute PTS. This company somehow believes that they can intimidate, extort me by making up a illegitimate fee, and at the same time threatened me that they will submit the fee to collection agency. At first they illegally charged me $117.45, but later reduced to $64.11, after I provided them a statement from Tarrant County Tax office stating that there is no way any company would be able to reduce my property tax since I already receive maximum tax discount due to homestead exemption and age over 65. Nevertheless , Resolute PTS still ignores and denies Tarrant County Tax Office's statement, and continues demand payment. Finally, I had to complain against this unjustified fee to BBB. Resolute PTS never anticipated that I would have contacted BBB regarding this false charge. Once receiving this complaint, Resolute PTS lower the bill to $11.19. Beth Dugenia (Customer Support of Resolute PTS) attempted to contact me many times and left a few messages on my voicemail. On Jan 14, 2022, She verbally apologized (an in her email sent to me)for the wrongful charge and will reprimand her staff for causing me with all the difficulties and inconvenient experience. Dugenia sent an email saying that she will write off the $11.19 since she acknowledges that her company has no right to bill me at all for the unaccomplished service. Without the assistance of BBB and Tarrant County Tax office , Resolute PTS will continue to deploy any unfair means to force payment from me. Since Resolute PTS realizes that they can no longer harass me, they agree to write off the fee. But they still attempt to utilize one last scheme to rescue their already stained reputation by outrageously slander me with a claim that I demand $200.00 from them. So far they are they only one who pursuits with all unauthorized means to extort money from me which indicates that Resolute PTS does not practice and maintain trustworthy and truthful business ethics. Therefore I am obligated to turn to BBB not only for myself but also for public to be aware of deceitful and dishonest deed of Resolute PTS. Sincerely, *** ******* ************ Business Response /* (4000, 10, 2022/02/02) */ We're not really sure where to go from here. We've apologized for the miscalculation on our part, and the misinformation from the County's part. We've written off her $11.19 invoice because it's not worth the hassle, and yet Ms. ******* still won't consider the matter resolved. We strongly encourage Ms. ******* to contact the county again, explain to them that her initial value in May 2021 was $311,973 and that her final value by the end of the summer was $299,507, and ask if reduction in value saved her any money. We believe Ms. ******* is just very confused. We tried explaining everything, but she won't listen. Then she demanded money from us, which is absolutely absurd. We hope that no other small businesses have to deal with this from Ms. *******. Again, there is no outstanding invoice due from her, and her account has been cancelled. We're not some sort of scam and we're regulated through the State, so our actions are not unchecked by any means. We ask Ms. ******* to please move on. Mountain out of a molehill. Consumer Response /* (3000, 12, 2022/02/21) */ I do not accept the response dated Feb 02, 2022 from Resolute PTS, since it is a pure scam by which this company uses again hoping to cover up its unscrupulous deed. This company has wronged me twice, first they tried to improperly bill me without success, then they have to falsely, maliciously accuse me that I demand money from them. In order to salvage their company's reputation, they need to continue to smear me without a solid proof that I demand money from them. To date, their efforts show they are the one and the only one that exerts the big company's power to swindle naive citizen. By employing big company's power, Resolute PTS assumes that they could bully any client to yield to their fabricated and deceptive claim. Tarrant County Tax Office did state that Resolute PTS has not done anything to help reducing my property value or property tax since I already receive maximum reduction allowed by homestead exemption including my age, but Resolute PTS keeps rejecting Tarrant County office's statement. Resolute PTS wants me to move on for its own sake and benefit while they have been perpetuating slanderous, despicable claim against me that has violated my honor and good name. They carry on with convincing that by demeaning my character would eliminate and conceal their guilty act. If they want to preserve a clean reputation with moral principle, they ought to publicly apologize with genuine remorse and regret for insulting me with deceptive, bogus claim. As long as Resolute PTS still wrongfully and unjustly defames me, this company's shameful, disreputable act must and should be known and acknowledged by public. Sincerely, *** ******* Business Response /* (4000, 14, 2022/02/28) */ We do not accept Ms. *******'s response made on 2/21, nor will we accept her request for us to apologize again as we have already done so in regard to our small error that we have since remedied by waiving her invoice. Her responses are ridiculous, malicious, and now borderline legally actionable. Our thousands of happy customers over the years know that we are in fact a reputable company. If anything, the BBB should demand an apology from Ms. ******* for her abuse of their system; her 'Desired Resolution' has been met since 1/14/2022 yet she keeps indicating that it has not been met and defaming our company with every new rebuttal. We also encourage BBB to review how many frivolous complaints Ms. ******* has created over the years as this can't be the first. Consumer Response /* (4200, 16, 2022/03/21) */ Re: Case # ******** Resolute Property Tax Solutions I do not accept the response dated Feb 28,2022 from Resolute PTS since it is repeatedly an unethical, illegal scam by which this company is exploiting to savage its already tainted reputation. The Resolute PTS could never acknowledge a true statement from Tarrant County Tax office for fearing that its reputation will be damaged due to its invalid charge for the unaccomplished service. By lacking of professional ethics and moral standards, this company is not only willing to deliberately, shamelessly fabricate a phony claim that I demand money from it without proving a solid, substantial evidence, but also employs any possible cunning, dishonest scheme intending to deceive public by persistently slandering me. They will not stop defaming my character since Resolute PTS believes that a big company is above any client, it can swindle senior citizen, and maliciously accuses any one that speaks up against its deceitful, corrupt act. Its wrongful pursuit in collecting illegitimate fee from me without success including a unscrupulous claim implicates this company is the one and the only one that stands in for dishonorable, devious practice. By law, Resolute PTS should be held liable for its unlawful, deceptive claim against me. *** *******

*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. ↩