ComplaintsforConway-Witt Bookkeeping & Tax Services

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******************* had our 2022 tax paperwork for over a year. Each time we called we were told that she was still working on them and that she would file an extension for us. This was the first time we had ever had dealt with this and at no time were we ever informed that there were fees and penalties involved in filing extensions and that we would be responsible for fines and penalties. Our extensions lasted from May of 2022 through March of 2023. We couldnt file our 2023 taxes due to the fact that she still had not filed our 2022 taxes. We called weekly with explanations from her assistant/receptionsist that she was very busy and would finish ours soon. My husband finally showed up at the business and refused to leave unless ***** would come out and speak to him directly, something she had been avoiding for a year. Suddenly our taxes were done, the receptionist brought them out stating they were filed on 3/29/2024 and requested *********************** fee for services rendered. Later that day when we took these taxes to be looked over by another specialist we discovered that the taxes were never filed at all. We paid her money for something she never did, in fact she couldn't have done because there was an extra number she needed from our son that she never requested in the year that she had our paperwork. We will now be responsible for thousands of dollars in fines and penalties with the *** that we were not prepared for. She lied and told us they were filed. If we had believed her, we would be in even more trouble.

  Business response

  04/18/2024

  I would like to respond to Mrs.******** ********** They brought their information into me on April 2, 2023. They were told an extension would be filed when they first called to inquire about making an appointment, to which they agreed was fine. They were new clients, so I had no history with them or their situation. I do apologize for their return taking so long, but I had numerous situations come up in 2023 that I had never had to deal with before. I was hospitalized on April 23 for a foot bone infection,which took me out of commission for almost 2 months. I was the only tax preparer left in my office because 3 of my employees quit on February 1^stto go start their own business, to which I was blind sided right at the beginning of tax season. It was too late to find and train anyone new. So, I tried to do them all myself. I should have never taken on any new clients, but they seemed very organized and seemed to be a fairly no problem return. I do take responsibility for the long time of having their return & I do not have a problem with returning their fee. I do take exception that the return was done incorrectly, if they brought me all the information. Ive been preparing tax returns since 1986 and have been the sole owner since 1991. This is the first time anyone has filed a complaint against me or my business. I do think they could have come and spoken to me, and I would have been fair to them instead of them immediately filing a grievance against me.  As I said, a refund is what they are requesting along with an apology. They have it. I am sorry they were not satisfied with my work, and I will gladly refund my fee to them.

  *******************

  Customer response

  04/19/2024

  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.  I do want to make notice that we were not new clients to *******************, she prepared our taxes for 2022 prior to us bringing back our 2023.  Never once were we told that there was so much going on that she could not handle our taxes.  We would have happily taken ours off of her hands in order to get them done in a timely manner.  We were not informed of the cost or fines that were associated with the many extensions that were placed after the first one that we agreed to.  We attempted to speak to ***** regarding our problems but were always sent away by an assistant, tellng us that she would relay the message.  ***** never returned our phone calls.  Even when my husband went to the office to speak directly to *****, he was sent away with a promise that she would call.  

  Iti is untrue that we were new clients and we would have accepted a phone call asking us to take our taxes elsewhere.  As we were ignored and overlooked, that is why I filed the complaint.  We never had a chance to resolve these issues prior due to no communication directly from *****.  Her assistant/receptionist would not let us ask about the fee, just told my husband that it needed to be paid so we could get our taxes.

  I understand that problems arise and life happens.

  
  Regards,
  
  ***************************

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