ComplaintsforSeth & Alexander

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company had promised us they would file our taxes in time by the deadline. Then Friday before the deadline they called and said it would be processed and no need to file for an extension. Then come the weekend they send a email stating they had filed an extension on our behalf and would not communicate with us on why or what was going on. Then we received a email after the deadline saying that we need to find another firm to do our taxes after the deadline

  Business response

  04/21/2023

  We communicated to the client on April 14 via an email that an extension would be filed as we were not able to get throug our internal review process on their return. The client responded in a very negative and deratory manner to our team. The extension was filed and the client was made aware that no payment was due as our calculations showed a refund. The client then sent another unprofessional message to our team. 

  We take harassment of our team members very seriously and do not tolerate clients speaking to our team in a derogatory manner. At that time, we informed the client that an extension was filed, we no longer want to represent the client, and we will not bill for any time incurred on our part. So there is no refund to provide the client as we did not receive any payment from the client or bill the clent for any work that was done.

  We value relationships with our clients and our team. We do not work with clients who are unprofessional towards our team members.

  Customer response

  04/21/2023

  Complaint: 19957740
  
  I am rejecting this response because:

  We were told by phone that an extension was then not needed on Friday April 14, after the email they refer to that they were filing an extension.  According to them, via phone, there were no further actions needed on our return, and it could be processed. It was on Monday April 17, we asked via email, when we could expect to have our return documents to sign electronically.  In response, to that they stated that they filed the extension even after we agreed on the Friday, it was not needed.  As per all emails, I would not consider that harassment.  But rather a concerned customer trying to understand where the disconnect was.  With the deadline it was crucial to understand and it was not handled swiftly enough.  Additional emails were needed to continue to ask questions throughout the day.  We were surprised and with the lack of communication to date, we didnt know what to believe and was concerned we were not going to meet a deadline that could put our financial situation in dire means with the ****  **** & Alexander has the responsibility to handle customers concerns especially in situations of putting the customer in a bad standing with a government entity.  We did our best at expressing how concerned we were by the best way we knew how especially having every single one of our documents turned in before the deadline they ask for.  We tried to even reach out by phone, but they turned their phones to go straight to a voicemail.  Not allowed to call specific extensions.  In summary, we do reject that the manner at which we were trying to get answers were derogatory or belittling but rather a concerned customer trying to get someones attention at a crucial time.
  
  Regards,
  
  *************************

  Business response

  04/21/2023

  We have an email that states an extension will be filed. The client was rude and harassessed our employees. The review process was not complete. Our firm policy is to have returns reviewed before processing. This is done as a quality check on our firm guidelines. We will not change those guidelines for any one customer. The ****** of the return had not reviewed. The client keeps insisting the tax return was ready for ready for filing, and is still not accepting that the return was not ready for filing.

   

  As we are not charging any fees, we are no under any obligation to file the return. We are not comfortable filing this return and will no sign our name on this return. We cannot be forced to sign on a document and submit if we are not comfortable. And at this time we are not comfortable. 

   

  The client was not charged for any services so there  is nothign further for us to do at this time.

  Customer response

  04/21/2023

  Complaint: 19957740
  
  I am rejecting this response because:
  

  First and foremost, I am not filing this complaint to have the return filed.  This complaint is purely a public notice on how poorly customer service and communication is with **** ***** Alexander.  We have already found a replacement CPA that is willing to help local people and farmers and ranchers. The email may have stated it, but I have proof, after the email, that I talked to the associate that worked on our taxes, that we can process the return and no extension was needed.  I did not think it was necessary to record that conversation but now I wish I had to further prove this. Thats where all this stems from is that we were told no extension was needed and it would be done so no extension was needed.  We did not harass any individual specifically at Seth ***** Alexander and anyone associated with them. It was a general concern being voiced, through email because nothing had been sent to us for a signature and the associate said that it would be sent for a signature .  If they cant handle a concerned customer right before a National deadline with no communication and all phones sent to an automated voicemail on Monday morning with no response , maybe they dont need to be in the service industry.  And also we never never forced or asked to force them to file it. We were waiting for it to be reviewed which they never did  and furthermore we never once asked for them to change any guidelines ever to accommodate us. Yes you were under a obligation to file the taxes when we turned all the necessary paperwork in including all of our PPI in. And yes we keep insisting it because thats what we were told. And lastly, we have never once (we have emails to prove) asked the firm to be uncomfortable!!

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

*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. ↩