Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a new customer to ********************** in 2021 for tax preparation. Prior to seeking their expertise I had mostly prepared my own taxes without issue but had utilized a *** the prior year again with no issue. I presented all necessary documents to the preparer at AshRoq which included funds I had withdrawn from an *** as well as receipts from a significant investment in a cycle studio franchise. I was not expecting a refund and was hoping to just break even. That being said, I was also prepared to pay a small amount back if required. After approximately a week, I was called by the preparer and informed my taxes were complete and that I would be getting a significant refund. I questioned how that was possible and she informed me that small businesses were afforded special breaks the previous tax year (2020) because of Covid 19. I assumed she knew the taxation rules and was correct so I accepted the refund. In November 2023 I received a letter from the *** saying I owed a significant amount of money because of a discrepancy with my 2021 taxes for which I reached out to Ashroq for assistance since they were the preparers. ****** ***** responded, told me the *** was incorrect in their paperwork and that she would send a response to the letter. A couple of months passed and I received another letter from the *** saying I my tax filing was indeed incorrect to which I reached out to ****** again. ****** suggested we get on a joint call with the *** to discuss with an agent. The call was scheduled, we spoke with an agent who told ****** the error made by the preparer. ****** and I discussed it further after speaking with the agent and determined she would send a revised filing to the *** with additional information that probably would not dismiss the full amount owed but would likely reduce it. She told me not to pay anything at the time. I just recently received a new letter from the *** showing interest accrual and was informed ****** never sent a revision!

  

  Business Response

  Date: 03/24/2025

  Thank you for bringing this matter to our attention. At AshRoq Financial, we take all concerns seriously and are committed to providing clarity and resolution.
  
  
  In regard to the 2021 tax filing, it is important to note that I was not the original preparer of your return. As such, my ability to access and revise a prior return is limited unless the client is present or gives direct authorization during communications with the **** When Ms. ***** informed me that she had received a notice from the ***, I immediately advised that we schedule a joint call with the *** to gain more insight into the situation and determine the best path forward.
  
  
  During our joint call with the **** it became clear that there was an issue related to the original filing. Following that call, we discussed submitting a revised return or additional documentation that might help mitigate the balance owed. However, at that point, I informed her that due to the limitations of not being the original preparer, I would need to have her directly involved or provide additional documentation/authorization to move forward with filing a revision on her behalf.
  
  
  Unfortunately, after that conversation and submitting the revision via fax, I was made aware of her intent to pursue legal action via email. Once legal action is threatened, it limits our ability to continue communication or take further steps until the matter is resolved through the appropriate channels.
  
  
  We understand this situation is frustrating, and we regret any confusion or inconvenience she has experienced. We are happy to cooperate with her and any authorized representative to provide documentation or clarification as needed to help bring this matter to a resolution.
  
  
  Sincerely,
  ****** *****
  AshRoq Financial