Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I talked with ******** ******* and told her if they were going to call me the next day and ask for a large amount of money that I could not do this. She said oh no that would not happen. They would get this started for $350.00 and they would contact the *** that they would be representing me and then let me know what would happen then. I told her that I was on a fixed income and please don't take this money and then not do anything. The next day a ****** ******** called and told me before they do anything they wanted over $40,000. Before they do anything. ******** even said a prayer for me and said this is a ***************** and they would not just take the money they would help me. They did nothing they never contacted the *** or anything else

  

  Business response

  10/16/2024

  Dear ******* and ******,

  
  Thank you for sharing your feedback. At Fresh Tax, we strive to ensure all of our clients have a positive experience, and we take your concerns seriously.

  
  To address the issues raised in your review, you initially enrolled with us for a tax investigation. Given the significant amount owed to the **** we prioritized your case and promptly completed the investigation. We also sent you your official IRS transcripts, which required direct communication with the **** This demonstrates that we did indeed take the necessary steps on your behalf.

  
  In addition, we offered several payment options to assist with your situation. However, you indicated that you had found another provider offering a solution that better suited your budget.

  
  We remain committed to going above and beyond for our clients. If you have any further concerns or would like to discuss the situation in more detail, please feel free to reach out to our **************************** at **************.

  
  Sincerely,

  Quality Assurance

  Fresh Tax Solutions

  Customer response

  10/17/2024

  you did not send me anything from the *** They said they never talked to you 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this on behalf of my husband, **** **********. I am ***** ********** his wife.There were two transactions. One dated August 6, 2024 and one dated August 13, 2024. He contacted this company to assist him in getting relief for a supposed tax debt that he owed from 2021. He talked to a person named "***", who told him that for $350 his supposed tax debt would be cleared with the ***. He was and still is of the understanding that that was all he was to pay so that he could get out from under this and get the situation resolved without any more money coming out of his pocket or his bank account. He did not know that this tax situation even existed because he never got a notice from the *** telling him about the debt. This company did not inform him that there would be another stage to have to go through with payment required. My spouse and I are on Social Security Disability payments and are 65 and 63 years old, and there is no way we can even afford the $350, let alone any lump sum payout to a company that is expecting it.I, as his spouse, believe that this company took advantage of my husband's deteriorating condition mentally, and did not explain everything to him in sufficient detail so that he could make a decision like this on an informed basis. His cognitive skills are not great every day, and I believe "***" did not make sure that he understood what he was getting himself into. She had him sign some forms that were attached to an email and he does not know what he signed. He said he was told to sign them so the process could be started.I was not made aware of these happenings until today, August 13, 2024 upon listening to a phone conversation he was having with this company.We want a refund of the $350.

  

  Business response

  08/21/2024

  Hi **** and *****,

  
  Thank you for bringing your concerns to my attention. When your husband joined our program at Fresh Tax Solutions, we clearly explained that our service operates in two phases, each with its respective fee. This information was transparently communicated during our onboarding process, as confirmed by our recorded conversation.

  
  Your husband contacted us for assistance with his IRS debt. Although he may not have received a notice from the ***, this does not negate the fact that he owed a balance. When we reached out to the **** we verified that the balance indeed existed, and we provided you with the official transcripts showing this balance.

  
  We take our clients' cases seriously and always strive to deliver the best possible service. In this instance, we fulfilled the service as requested. Unfortunately, as the service was completed, we cannot offer a refund at this stage. However, we remain dedicated to providing support and are happy to go above and beyond to address any further concerns.

  
  If you have any questions or need additional assistance, please feel free to contact our **************************** at **************.

  
  Best regards,
  Quality Assurance
  Fresh Tax Solutions

  Customer response

  08/21/2024

  I believe this company took advantage of a person with less than good cognitive abilities even on his best day. Just because you recorded a conversation does not negate this situation. If your company REALLY cared about your clients/customers then your company should decide on a case-by-case basis whether there should be a refund or not. Your response did not address the lack of empathy your company passed on to us when dealing with the questions that were raised. 

  THIS IS NOT AN ACCEPTABLE RESPONSE FROM A COMPANY THAT STATES THEY ARE HERE TO HELP!!

   

  

  Business response

  08/21/2024

  We want to assure you that we approach all our clients with the utmost care and respect. During our phone conversation with your husband, he was able to sign documents and discuss his tax situation effectively. We understand that cognitive abilities can vary, and our goal is always to support our clients in any way we can.

  We have a lot of empathy for all our clients, and our goal is always to help them resolve their tax issues. We're here to help your husband with his tax situation, and we made every effort to do so in this case. However, you have chosen not to move forward with resolving your situation with the ***. Since the service was completed, we are unable to issue a refund at this stage.

  If you have any further concerns or questions, please don't hesitate to reach out.

  Best regards,
  Quality Assurance
  Fresh Tax Solutions

  Customer response

  08/24/2024

  Your company does not care about anything but the almighty dollar. My husband says he e-signed documents with misleading information about this situation. I wish I could charge $350 to "complete" a process, then I would be a very rich woman, which I am not.

  Let me listen to the "recording" and get my take on it, but I am sure that is not part of your company's "completion of the process". Or send a copy to the BBB so they can listen to it. Just because your company says something is being recorded does not take away the responsibility of your company to answer any questions another party may have about it.

  If there is proof of what your company is alleging in that recording, what is the harm in me listening to it?

  Just saying.

  I know where this is going since we are not made of the money your company is. We don't have the resources to fight this as I am sure your company does since it takes a lot of money from people in somewhat desperate situations for doing nothing.

  ***** S. **********

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband had been paying this company every week. They decided to take all my husband out the bank

  

  Business response

  06/03/2024

  Dear *****,

  
  We would like to confirm that your husband has agreed to a payment plan with us, and we have processed only the agreed-upon amounts.

  Today, you spoke with our ***************************** and we explained that we are open to making adjustments to the current payment plan for your husband.

  If you have any additional questions or concerns, please feel free to contact us at ************.

  Best,

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It is not a good company because they ask for a deposit of $557 dollars, for them to start working in case then they ask you for $278 dollars a month to start doing an investigation that takes a lot of time and they have you with the illusion that they are dealing with the *** when In reality, they are not even in communication with the ***, and if you no longer want to continue working with them, they tell you that they do not accept cancellation, to such a degree that it destroys your credit and you end up worse off than you were, and you continue. with the *** penalty amounts, this is a company that destroys your credit and takes away time and a lot of money and they do nothing

  

  Business response

  02/12/2024

  Hello ****,
  Thank you for bringing your concerns to our attention, Fresh Tax values our clients feedback so that we can work to provide you the best possible service.
  We see you spoke with our Resolution Specialist Team on 1/26/24 and we are still pending financials documents in order to be submitted for EA review. We have asked you to send us the documents but you sent us incomplete documents and some photo copy format of your financial documents which the *** doesn't accept. FTS doesn't make the rules on the formats accepted. We understand that you want to get your case completed in a timely manner and youve been a resolution client since October 13. Typically an *** case can take anywhere between six to ten months. 
  Our quality assurance department will be in touch to ensure your request is responded to, please expect an email within 48 hours.
  Thank you
  
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Was told it was a heartship, program and if I made the payment of ****** they will try to resolve and help with with my audit. Was never explained about paying ******* before they can make arrangements with ***. And they can't start talking to *** until it's paid in full. Which I paid the 595 in installments so I can't pay **** up front. So the *** gonna take money anyway where do I get that money from.

  

  Business response

  12/12/2023

  Hello,

  Thank you for reaching out to us regarding your concern. We always want to provide our clients all information up front so we can best assist you with your potential resolution. Our ***************** Team will be looking into your complaint, and your case to ensure any and all information was disclosed to you at the start of the process. A member of our ***************** Team will be reaching out to you as well to address your concerns. 

  Warm 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. ↩