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:03/01/2025

  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 have been a client of Vyde for several years, primarily relying on their services to ensure my LLC business taxes are filed on time. While I rarely require support throughout the year, I recently encountered a significant and unacceptable delay in resolving a very basic issue. It took four months and ******************************************************************************************** 20 seconds if given the option. This raises serious concerns about whether Vyde has adequate staffing and expertise for fundamental tax preparation tasks.After finally resolving these issues, I submitted all required tax documents 10 days after the start of the year, and I was assured that my return would be worked on immediately. Now, with only two weeks remaining until the tax deadline, I have yet to receive my tax return for review. Repeated inquiries have resulted in vague responses that the team is working on it, which is both frustrating and ************ make matters worse, I was informed that an extension was filed on my behalf without my request, despite my clear need for the taxes to be filed on time so that I can include them in my personal tax return (completed by another firm). This pattern of delays has recurred every year, and the low quality of tax preparation has repeatedly forced me to spend excessive time reviewing and requesting ************** this point, I need immediate and expedited resolution to ensure it is ready for review as soon as possible to allow a week for corrections and file on time BEFORE March 15. This level of service is unacceptable, and if Vyde cannot fulfill its core function in a timely manner, many clients will have no choice but to reconsider their options

  

  Business Response

  Date: 03/06/2025

  Hello Tal,
  Thank you for sharing your experience with us. Your feedback is invaluable as we work to improve our services. We recognize the frustration caused by delays in action from your bookkeeper, and to address this, we have assigned a new bookkeeper to ensure your needs are met promptly. We sincerely regret any communication gaps that may have left you without peace of mind, as maintaining high-quality service is our priority. Rest assured, we are addressing these concerns internally to prevent similar issues in the future.
  Regarding the timely filing of your business return, we have taken steps to expedite your account. As of yesterday (3/5), your return has been delivered for your review. If you have any questions or concerns, please dont hesitate to reach out. Otherwise, we will await your signature to officially complete this deliverable. We are committed to ensuring you are confident with your filing, so please do let us know how else we can assist.
  

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair 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.

  They are supposed to file my taxes yet they have not been completed. The document they gave me is full of errors including my address and I have been trying to get them to correct it and I cannot get a human being on the phone. They respond to my emails, but refuse to speak to me on the phone and I cannot sign the tax document unless I know its done correctly.

  

  Business Response

  Date: 11/18/2024

  We apologize you had difficulties reaching your dedicated tax accountant. We are revising our customer service structure to make our team more available for incoming phone calls.Your dedicated accountant reached out last week to speak with you and made the corrections to your tax return. That was emailed to you to review and sign on November 15. Once that is signed, we will file it for you ASAP.

• Initial Complaint

  Date:10/24/2024

  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.

  Just like many customers my taxes for 2023 where supposed to be filed by May 5th. After frustration in comunication with books keeping and accountant finally by email be "filed" . To my surprise they where not filed. Now I'm penalized because my personal and business taxes where not filed in time. This has created unnecessary stres, lack of sleep and environment that is toxic. I also have investors ready to move but this has created a hold on any investment due to lack of service. I see that I'm not the only one on this situation. Please please someone offer a solution. Att Reliable ***************

  

  Business Response

  Date: 10/31/2024

  Due to an error from our team, the extension for the tax return was not filed. Our director of tax reached out directly to the client to resolve the situation. Vyde will contact the *** on their behalf to get an abatement for any penalties or pay the penalties for the late taxes and get this issue resolved as soon as possible.

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair 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.

  Vyde ******************* out of ********** has had an issue with their software being unable to hook up with our bank which is how they pull information to keep their clients accounts up to date. As of Sept 5, 2024 I have been unable to use this software and uploaded the bank statements to them myself. I was told that the books would be brought current immediately and yet my books indicate on their website that they are only current through June of 2024. So either their website has a lot of issues or is inaccurate. I am currently trying to schedule a tax consultation, but cannot due to the bank link issue that I have been told 2-3 times has been resolved. On top of this poor performance by my bookkeeper, Vyde has basically doubled their price for worse performance and done away with a "chat" person and made it very difficult to find their phone number which isn't listed on their site nor the Manager in charge of the bookkeeper. Seems to me there are alot of issues since Mazuma changed to Vyde and not for the better.

  

  Business Response

  Date: 10/14/2024

  Thank you for reaching out with this feedback. Our current bank linking software does have higher connectivity issues with smaller banking institutions because those smaller institutions often force a reconnection and for you to log back in frequently as a security measure. We are currently testing out a new bank link software to see if it will provide our members with better results. If the results are positive, we hope this will provide you with a more seamless experience. I can see you have been in contact with your bookkeeper and that your books have been updated as of October 11. I apologize you have had difficulty finding our contact information. On the homepage of your Vyde dashboard, you have the direct phone number to your guide, their email, as well as the ability to schedule a call with them. In addition, you have the direct email for your tax accountant and can schedule a call with them anytime on your dashboard. If you have additional feedback about how we can improve our services, please let us know!

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22407738
  
  I am rejecting this response because:  I didn't have an issue regarding any phone numbers for my accountant.  I had an issue with not being able to find a number to go above to a supervisor or manager when the books are not done in a timely manner.  I also don't have an issue with having to reconnect when the connection is lost.  What I have an issue with is that their website will not allow me to connect due to a sitewide problem they had last month.  I still have an error message that won't allow me to reconnect my bank with them.
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 10/21/2024

  Thank you for providing these clarifications. The team manager over you bookkeeper has reached out to you directly to help with your account concerns and follow up with the bank link issues so we can quickly resolve those. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22407738
  
  I am rejecting this response because:
  Although I do currently have current books, there certainly is no reason for my books being 3 months behind.  In the past when this company was Mazuma the books were kept current not multiple months behind.  At the least a refund for services not rendered during the months that the bank link was reestablished should be considered
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 10/25/2024

  We do apologize for the bank linking issues you have experienced. After looking more closely at your account, I can see our team did reach out on August 30 and September 20 to get bank statements for July and August so we could keep your books current. It looks like we received that information on October 2, and we delivered your July, August, and September books by October 11. Our team did prioritize getting that missing information and finishing your books so we could deliver them as soon as possible. We have upheld our service standards and practices. Since we both performed the work and completed it in a timely manner from when the information was provided, we will not be issuing a refund for these months.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22407738
  
  I am rejecting this response because:  You failed to notice that I did link up September 2nd.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:10/05/2024

  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 used Bizee to open a LLC They offered ********** services from Vyde for $125 a month I never used my business accounting for nothing else than to pay Bizee fee to open ****** and to pay my credit cards, so I never checked my business account. This week I was taking a look and for my surprise Vyde has been charging me $125 per month since January 2024. I tried to contact them and terminate the service I didnt authorized in the first place but I cant speak with anyone.

  

  Business Response

  Date: 10/07/2024

  We apologize for any potential confusion about our services. It looks like you agreed to a free trial of our services on January 30, after a tax free tax consultation with our team. If customers stay with our services past the free trial, we do charge a monthly fee of $125. Prior to a charge, we do send email notices about the expiration of the free trial letting customers know they will be charged, as well as an invoice with every payment. Again, we apologize if there was any confusion or if you missed those notices from our team. It looks like you did reach out to our team on July 2 to cancel our services, and we did cancel your subscription that same day and sent you notice of the cancellation. We will also issue a refund for the months you paid for our subscription but did not use our services. If there was anything else our team missed, please let us know so we can continue to provide a great experience for our customers.

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My taxes where supposed to be done since april, the accountant assigned to me asked me to clarify things for him, and the time he was available was after the tax season was over. He had not filed for an extension, when I was finally able to speak to him he did not know why I had requested the meeting when he is the one that requested a call and had poor customer services skills and was rude. I'm a new LLC owner and my expenses aren't entered correctly, its 08/29 and my taxes have not been done correctly and no calls or emails from him to follow up with me after I submitted the correct expenses. Bottom line the services that VYDE offered where not delivered and I need a refund for the membership that I was paying until July, all because I was waiting for my taxes to be done, had i know I would have cancel sooner

  

  Business Response

  Date: 09/06/2024

  We apologize you've had such a frustrating experience with our team. We apologize for the poor call you received after tax season. Our team has been working with your specific accountant over the last several months to improve his customer service and soft skills, and we have seen tremendous improvement. We also apologize for the delay on your taxes. There was a breakdown in communication between your bookkeeper and tax accountant, and the accountant was not aware corrections had been made to your books and updated needed to be made to the tax return. We will be implementing a new process to ensure the breakdown in communication does not happen in the future.Our tax accountant manager has looked over your taxes personally, called you and left a voicemail today, and sent your taxes to you today to sign and file. If you need anything else, feel free to reach out to him directly.

  Customer Answer

  Date: 09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22215210, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Veronica Rosario

• Initial Complaint

  Date:08/27/2024

  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 have been a client of Vyde for four years for my small owner/operator business. They informed me they are increasing my fees by 150%, which is completely unreasonable for my tiny business. I paid over $800 this year already and they are closing my account because I refused their extortion. This makes all the bookkeeping they did for me this year null and useless and I demand a refund for the entire year.

  

  Business Response

  Date: 08/28/2024

  We know price increases are never easy, and we are sorry to be losing your business due to our recent price increase. As a long time member of Vyde, you know in the past 5 years we have only had one minor price increase of $5. We believe in keeping our prices affordable while still offering excellent service.

  Unfortunately, in order to continue providing that level of service, we did need to increase our prices from $95 to $125 per month. Even with that price increase, we are confident Vyde still provides the most affordable business bookkeeping and tax services in the industry.

  Our team has provided you with your bookkeeping through July of 2024, so we will not provide a refund for those months. That work is still valuable and includes your financial statements for the first 7 months of the year, information that will also need to be reported on your tax return.

  We apologize that the price increase caused frustration. We worked hard to notify all members of the change well in advance to allow you to plan accordingly, and we know they are priced at a fair price point to provide you with value.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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 started my subscription with Mazuma in March 2023 after I started my single membership LLC. My main goal was to get filing my taxes completed by a pro company and wasn't interested in the bookkeeping at all. Before starting subscription, I asked clearly if my personal taxes would be included and both business and personal taxes filing would be completed by Mazuma and the answer was yes.I didn't know how to use their system and was unhappy with the communication so I ended my subscription by 2024. But reminded them they still were responsible with filing my taxes and complete the job for the tax year 2023. They agreed. I finished uploading my files on April 17th. After a long while, they said for personal taxes I had to pay an extra fee because I added a foreign person as a partner who was living in a foreign country and didn't have SSN or work permit in ***, to my company. I paid on June 10th.I received emails stating both personal and business taxes filing were to be completed by July 3rd. Nothing happened. After several calls, finally they told me that my tax consultant ***** was not reporting to them so they changed my consultant and new guy was ****. By the way, for the entire period since the very beginning I didn't even hear ****** voice for once despite several attempts and promises. And now I didn't even hear once from **** despite various departments told me he would call me on that day or latest the following day. Several times. That call never came. I fed up with it, I finally (with the help of complete frustration they caused) told them either they had to finish the job at earliest or refund the entire amount of money I paid and also I mentioned my target was not the refund but to get the job done. I received a refund for personal taxes. And they said **** wasn't able to finish even my business taxes. So they decided what to refund and what not to and I am left with full empty hands. Complete frustration and regret that I used this company.

  

  Business Response

  Date: 08/14/2024

  We apologize for the frustration and confusion you experienced. To help clarify, the plan you were on covered one tax return (Form 1040 with Schedule C - business and personal - for a single-member LLCS and Form 1065 - business - for multi-member LLCs). In addition, we file taxes for US-based businesses and owners, which is why we confirmed your entity structure and foreign owners/assets on our first call. We do not offer filing services for businesses with foreign partners or assets. Since you did not inform us of the change to your entity structure or your foreign partner, we did not realize that our service would not be a good fit until preparing your tax returns, which is why we reached out and refunded you for your personal taxes and provided a partial refund for the rest of our services, since we did provide your bookkeeping. In addition, your tax accountant, ****, reached out on several occasions and left voicemails trying to reach you to better understand your situation and how we could help. Even though this does not fall within our service offering, we have decided to complete your Form 1065 even with the refunds we have issued. Our team will mail you the tax returns with instructions of how to sign and file the return. 

• Initial Complaint

  Date:08/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  This company was supposed to keep track of my expenses and file my taxes, but did not file any taxes for my business even though I sent all the information requested. At this point, I don't even want them to do it anymore. I just want all my information and books sent my way so I can have a real tax professional get it done. Also, I have tried to call multiple times and the people working there just hang up on you or do not answer at all. Horrible customer service after paying for your subscription for a year. Consultations also take months in advance to plan, so it is incredibly inconvenient. And God forbid you don't answer the phone, then it will be your fault for not making the meeting.

  

  Business Response

  Date: 08/12/2024

  We apologize you had a poor experience with our team! It looks like you did provide most of the information we requested to complete your taxes by the end of March. However, we are still waiting on your 2022 personal tax return to ensure we don't miss anything for 2023. Our team should have been more diligent in following up about that. A member of our tax team will review your taxes and reach out as soon as possible to let you know what we need to get those wrapped up.We also apologize those your recent call to our team got dropped and it looks like one of your earlier calls did not connect. We've experienced connection issues with our phone service provider and recently switched providers. Someone from our team should have called you back after the call dropped, and we apologize they did not follow up. Because of the recent connection issues you have experienced, we will refund you for your July and August subscriptions. 

  Customer Answer

  Date: 08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair 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.

  1) Constant changing of tax pro's and bookkeeping with very to little carryover in formatting and confusion in needs of my business. Difficulty with follow-up communication consistency. I will send an email and sometimes receive a timely response and sometimes radio silence for weeks or require 2-3-4 times to attempt to contact again. A simple "message received will get to it in 1 week" will go a long way.2) A feature of Mazuma/Vyde has been that I would be able to submit my bank statements and documents with highlighted transactions to identify business transactions. On the bookkeeping statements, there are vast number of transactions on the ledger, but not all highlighted items have been captured in the recent return.3) Poor communication on scheduling. I will schedule a time for a phone call on Pacific Time and receive a call prior to or after our appointment time, which falls outside my availability, then be given responsibility of the missed call. The schedule link states which time zone you specify for the appointments. I believe for my previous appointment, the bookkeeper had emailed me to request for times, which I had given my availability in PST. He had booked me for a time within that timeframe under Boise time, which almost made our meeting untenable.4) Prior items brought up and services offered ****** of ******** assignment) with no communication on follow-up whether or not the action was carried out.5) I have had 2 dings on my tax return to this point requiring a penalty payment. While the penalty resides on the business, having an understanding that this is a possibility and given advance warning to avoid this is critical coming from a tax prep business.6) It seems as though I have to manually redo the entirety of my bookkeeping as there is are gross errors on the general ledger.4)

  

  Business Response

  Date: 07/16/2024

  Thank you for letting our team know about these service and communication issues. We apologize that you have experienced these frustrations and want to improve your experience moving forward. The manager directly over your team has reached out personally and worked with your team to improve communication and processes based on this feedback. In addition, we have completed your 2023 tax return and sent it to you to sign.