ComplaintsforFormations Corp

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began working with this company in October of 2022. I hired Formations Corp. to create my ***, handle the payroll through the *** and file my business and personal taxes. The tax filing process with them has been a nightmare. Although they promise customer service and making the tax process easy, they are completely inexperienced and unprofessional. There is no customer care at all. Everything is handled through EMAIL. Heaven forbid if you miss an email, no one will follow up with you to make sure that it was received or if you have completed and understand the provided the steps in the email. You can schedule a call, but if you don't know what you are supposed to be doing, how do you know what questions to ask? From calling the department of unemployment for my employee number myself (because they wouldn't do it!) for tax filing to depositing payroll into the incorrect bank account and having me navigate ** and IRS websites to figure out what taxes have been paid (even though I have sent in verification of taxes paid), this company does NOTHING to help their "clients" navigate the complicated tax system. My personal return was incorrect and I had to file my own personal return because of the multiple errors on multiple revisions. I requested that the personal return be submitted ASAP, but that request was completely ignored. I did not receive a refund for the incorrect returns they provided. Thankfully I have done my own taxes in the past and know how to check! I would have underpaid thousands of dollars in taxes because of their errors. Most recently, I am receiving notices in the mail from ** saying that I owe money and my taxes have not been filed for business with them, which of course the company is saying is my fault and not theirs.

  

  Business response

  09/25/2023

  Hi ******, we are sorry to learn you are dissatisfied with the communication. We value your business and our goal is always to make taxes less stressful. We have an excellent team of professionals, and we believe weve responded in a timely matter to all of your requests. We would like to note there are multiple ways to get in contact with our team, including:
  
  1. Replying to emails from Onboarding or Customer Success
  2. Creating a support ticket from your account dashboard
  3. Using the live chat function on the customer knowledge base or website during business hours or using it to leave a message after business hours that our team will respond to when back in office
  4. Calling our 800 number, which puts you in direct contact with customer success
  5. By joining our weekly hit-the-expert Zoom meeting with our ************ Services members
  6. By joining our monthly customer-only webinars with live Q&A
  
  To take an extra step, weve updated the "Tickets, issues, escalations, and how to get in touch with Formations" page in our knowledge base with even more detailed instructions on the communication options listed above. As a customer, you have exclusive access to this page. We hope this helps you navigate communication options a bit easier.
  
  We were not made aware of the complaint mentioned above nor received any refund requests, and we are still actively servicing your account.
  
  If you could please reach out to your customer success team or ******************************** we would love to discuss this with you and get more information, especially regarding any possible issues or dissatisfaction with your personal return; it is imperative for our team to be made aware of this. We also need more information about what you would like refunded. 
  
  Thank you and we look forward to hearing from you.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I provide my Personal Bussiness information to formation corp in exchange to provide me with services for my Bussiness and I have not received no services at all ! All I received was $3,520 deducted from my account . I am Requesting my refund. and no longer wish to have your services that you never have provided. I have tried calling *************** and ********************* and both phones state that they are no longer in service . and I also tried calling ************ and not been successful. I have emailed ************ and no response , I have Emailed formation corp and no response as well.I would like my Refund and never have to deal with this again . This Is Fraud to charge people and not provide services.

  

  Business response

  09/11/2023

  We are sorry to hear of your frustrations and are committed to getting back in good standing with you. As you are still a customer, we are striving to find a resolution that is fair to both parties and have been in contact directly.
  
  We would like to note that a dispute was filed with the bank regarding the charge to your account, and the bank sided in our favor after agreeing we have fulfilled our contractual obligations to date.
  
  From beginning service on your account in May, we have worked diligently to serve your business and made multiple attempts to contact you both by email and by phone, the majority of which were unsuccessful.
  
  As we continue to work with you, we hope to earn back your trust and are confident in our ability to deliver tax savings for your business and a positive customer experience in due time. We would like to note there are many ways to get in contact with our team, as listed below:
  
  1. Replying to emails from Onboarding or Customer Success
  2. Creating a support ticket from your account dashboard
  3. Using the live chat function on the customer knowledge base or website during business hours
  4. Calling our 800 number, which puts you in direct contact with customer success
  5. By joining our weekly hit-the-expert Zoom meeting with our ************ Services members
  6. By joining our monthly customer-only webinars with Q&A
  
  We are happy to review the contract with you and assist in whatever way is needed to help you follow the Formations playbook to receive the most value.
  
  We hope that in the near future, we will have built a wonderful partnership in which we are receiving active participation, and Formations is delivering exceptional results for you and your business.
  
  Thank you,
  The Formations Team

  Customer response

  09/21/2023

  WHY WOULD IT BE AS IF IT HAS BEEN RESOLVED? I HAVE NOT RECEIVED MY REFUND OF $3,520 OR ANY RESPONSE.

  Customer response

  10/03/2023

  Good afternoon ****, I disagree with this decision . And Appreciate to continue with my dispute I never gave Formation permission to withdraw money from my account. And they have not provided any services for me.
  I Tried calling several times and the phone has been disconnected.Also while I had **************** from ***** Fargo on the line and I called from my son's phone and phone numbers were disconnected to the persons that I had Contacts with.I do not understand how and why bank would  agree with your decision if i went in person several times and they told me to continue to file a dispute and complaint.
  

  
  

  

  Business response

  10/20/2023

  Hello, we would like to provide an update of this complaint. As seen in the Dispute attachment, the bank found our evidence compelling to deny *****'s bank dispute. She committed to a year with our company and paid for the year in full and we fulfilled all obligations on our end, but ***** repeatedly chose not to engage in our services, or respond to our communications. The "support" she shared was an email to an individual who is no longer with our company and does not serve as sufficient evidence to request a refund in full. We are a technology platform, supported by experts, but she has full access to the platform 24/7 as a customer which has multiple contact options such as live chat, creating a support ticket, calling, and more, which she never used. 
  
  We do not feel it is fair to issue a complete refund on baseless grounds. We don't believe buyers remorse or a change of plans, or whatever the case may be, is sufficient for this request from a company that has invested time and resources into servicing the account.
  
  Nonetheless, our reputation as a trusted partner is important to us. And we all know how damaging negative online reviews can be, and sometimes they provided a narrow or specific point of view as to the reality of the situation. In an effort of good faith to the community we serve, real estate agents in particular, we've offered ***** a partial refund which she has accepted. Please see screenshots of acceptance. 
  
  This situation is unfortunate, and we thank the BBB for going through lengthy efforts to get both sides of the story and review all evidence. We all know the weight online reviews carry, both for better and for worse, and we appreciate the the effort of a fair and honest assessment. 

  Customer response

  10/26/2023

   
  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.
  In Receiving the partial refund of $1,900  would please over night check to:

  *********************, *****************************************;*******,** 78504

  checking business account has been closed. and Bank will not re-open a closed account

  
  Sincerely,
  
  *********************

*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. ↩