Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In 2019, I hired Optima Tax Relief (OTR) for assistance with my tax issues. Throughout the engagement (********), OTR repeatedly failed to respond in a timely manner. When I received *** notices, OTR only collected copies without taking substantive action. My case was reassigned multiple times with no knowledge transfer, leading to unnecessary delays. When I requested updates, responses were sporadic and often took weeks.Due to OTRs lack of communication, I had to contact the *** myself to prevent further collection activity. In 2021, I formally requested a refund under OTRs money-back guarantee, citing their failure to provide adequate services. Shortly after, I was informed that the *** had temporarily paused collection efforts while OTR worked on my case. However, *** soon became unresponsive ******** early 2022, OTR informed me they had set up a payment plan with the ***. I agreed, believing they would continue pursuing a better resolution. Instead, they took no further action, leaving me with a burdensome $1,500/month plan, later reduced to $1,050 in 2023. The only service provided was a penalty abatement for one tax year. Despite my repeated requests for continued assistance, OTR refused and closed my case as "resolved."I have repeatedly requested a refund, as I could have handled the payment plan myself and received little to no meaningful service. My total payment to OTR exceeded $14,500, and their failure to fulfill their obligations has left me with significant financial strain. Given their lack of service, I am filing a complaint with the BBB and consulting with legal counsel regarding potential litigation. I intend to pursue all available legal remedies to hold OTR accountable for their failure to provide the services promised.

  

  Business response

  02/05/2025

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. Prior to receiving this complaint, on 01/17/25 a member of our ********************** Team attempted to  reach out to the client and address their dissatisfaction. We have not yet managed to make contact. The assigned ********************** member will continue attempting to reach out to the client and will maintain open lines of communication until a mutual agreement is reached.   
  

  Customer response

  02/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband ***** ******** and I hired this business 6 months ago to handle our tax issues. I have given all documents required. They sent me several years of our tax documents to be signed, however after numerous phone calls to them and asking to speak with whoever was our accountant we have received no response. They have called twice asking us to just sign the documents. I have repeatedly ask for a call back, letting them know that we are not able to sign because the numbers are wrong. I just now received a text, saying to once again to sign the documents. I still haven't received any calls from whomever did our paperwork. They said to just sign their paperwork. I am done I would rather take my chances with another accountant. I can never reach anyone who can answer any questions. I've had it, with the money I wired to them in the amount of ********* they have done nothing.

  

  Business response

  02/04/2025

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. Upon receiving this complaint , we have assigned a member of our ********************** to review the clients file and will soon reach out to the client to address their concerns. 

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of this transaction was 04/04/2022, we paid Optima Tax *****, they committed to negotiating a compromise settlement with the **** they never completed the compromise as promised and stopped returning my calls and e-mails, Optima has not made any attempt to resolve this issue, I made an appointment with the ************************ balance due department (St. ***** Office) the representative stated their records indicate they received one telephone call on 06-06-2022 and Optima requested transcripts from from ********* and wage income and Tax returns from *********, our contact person at Optima Tax relief was ******** *******, the reason for the delay Optima told me since it was tax season it will take a while for the *** to schedule the mediation, and a few months later my husband had heart surgery and I was caring for him but when I received a notification from the *** about my past balance I realized nothing had been done, I immediately began contacting Optima (******** *******), by via phone and e-mail all to no avail

  

  Business response

  01/31/2025

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We have assigned a member of our ********************** team to review the clients file and soon reach out to the client to address their concerns. 

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The person handling my case was ******** *******, Date of transaction was 04/25/2022, I paid out $2,500.00, Optima tax relief committed to mediation a compromise with the ************************ for taxes owed, they never held up there contractual commitment I met with IRS representative and Optima contacted them 06/06/2022 and requested transcripts from *********, tax returns from ********* & wage income, IRS hasnt heard from Optima since 06/06/2022, Ive made several attempts to contact Optima by telephone and e-mail however all to no avail, the reason for the delay they told me when I paid my $2,500.00 that it would take a while due to it being tax season and its just a slow process, my husband became ill and had to have heart surgery and my time was tied up caring for him, now that tax season is hear again I called to get a status update and they wont return my calls or e-mails, if this isnt stealing by deceit I dont know what is.

  

  Business response

  01/31/2025

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We have assigned a member of our ********************** team to review the clients file and soon reach out to the client to address their concerns. 

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Optima tax relief concerning a tax issue in 2022 for a 2020 tax issue. They offered to do my 2022 taxes as part of the settlement for my 2020 taxes. It is January 2025, and they have yet to A. File my 2022 taxes, and B. Address my original issue with my 2020 taxes. All the while, the money due is accruing interest. There is little to no communication, it is nearly impossible to get a direct answer, and I have told them I would file with the BBB if I was not satisfied. Apparently they believed it to be an idle threat, because it has been months since my last communication. All the while, my tax debt has been racking up interest. Either get me a settlement, or give me my money back.

  

  Business response

  01/31/2025

  At Optima Tax we strive to uphold the philosophy that the “clients come first” and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible.

  Upon receiving this complaint, Optima Tax has attempted to reach out to the client to address their concerns. Contact attempt was made on 01/29. Optima Tax will continue to reach out to the client and will maintain open lines of communication until a mutual agreement is reached.

  Customer response

  02/03/2025

  I'm sending this message to confirm the complaint with BBB has been resolved. 

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My first transaction was July 2023 was $295.00. On November 3, 2023 started monthly payments of $873.00 with the exception of Nov. I made 2 in Nov. $1,746 than $873.00 thereafter through July 3, 2024. I had a total of 11 payments totaling $9,025.00. I hired this company in Sept. 2023 because they claimed they would help me reduce my tax debt due errors preparing returns for 2015, 2016, & 2018. The reason it has been over a year is I didn't receive a call with their options until July 2024, which ironically was when I made the last payment. This was financially straining & at times I had to take from my small savings account. I was verbally given these options: Installment Agreement a monthly payment of $700 or same as 1st option but where 1st year payment would be $400/month after 1st year, $765 a month. I received no written formal agreement with terms. Conveniently they sent no written correspondence only phone calls. The email (see attached) is the all I received in writing which I had to request (see attached) I was told options are based on income for 2023. Because these were unacceptable nor doable I explained I work as a **************** salary is mostly a commission based & my 2024 income was significantly less. She requested 3 months paystubs which I sent. I finally received a call in Jan. 2025 stating my revised options which had increased! I asked why & she stated was due to outstanding balance for my 2023 tax return. I filed & paid in Oct. 2024 as requested (Optima filed an extension *************** $205 interest.) I was told she'd have to send to a team to reevaluate. Again I believe they are trying to stall settling this as they have full access to my *** account (see attached) & should have this information. Also, in one of conversations they told they contacted the *** & got my information on taxes owed than sent them to some person in the *********** to refigure them. What!? No telling who now has access to my social security etc.

  

  Business response

  01/29/2025

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. Our ********************** has attempted to reach out to the client on 1/29 to address the concerns stated in their complaint. Optima Tax will continue to reach out to the client and will maintain open lines of communication until a mutual agreement is reached. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sept 2024 - Jan 2025 My experience with Optima Tax Relief has convinced me they are nothing but scam artists. It took weeks and multiple requests for them to send me copies of the tax returns they filed on my behalf. These delays cost me added late penalties. I am writing to encourage people in financial stress to hire qualified accountants - anyone but Optima. Their customer service is incredibly obtuse and disrespectful as well.

  

  Business response

  01/29/2025

  At this time, the client has requested that Optima Tax no longer contact them - preventing further discussions towards addressing their concerns or reaching a mutual agreement. Optima Tax remains open and willing to move forward towards a mutual agreement. We will honor the client's request to cease contact so we encourage the client to reach out to us at their convenience.

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date - Current I reached out to Optima Tax Relief to help on a tax issue, they asked for a 10K retainer, I did so in good faith and never received any of their services the issue was handled on my own.I have repeatedly asked for a refund and was advised they can provide 1% which is highly unacceptable Emails, phone calls, nothing resolved and not in a very professional manner. There is no reason for them to HOLD my retainer when NO SERVIES were EVER needed.

  

  Business response

  01/29/2025

  Optima Tax had already been in discussions with the client to address the concerns stated in their complaint. At this time we are currently working with the client towards a mutual agreement. All lines of communication remain open until a mutual agreement is reached.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company made every promise to me none of which was fulfilled. They sold me on what they do claiming to have had my issues resolved within just a couple of months. It took almost six months after calling them every week and my original handler who was supposed to be like family to me never answering my calls again. I was told I owed over ****** in tax penalties but they would negotiate on my behalf. I called so many times I cant even count and nobody would help. Finally somebody answered and said they would have my case resolved in no time and that yes it had been too long. I was called back 2 days later by somebody who could barely speak English but was told I owed the same amount I started with when I first called. Im at a loss for what I paid this company $5,000 dollars for? I couldve paid a lawyer 500 or dealt with the *** myself to file my own taxes and saved over ***** dollars! This company treated me horribly, lied to me and avoided me. I feel they are fraudulent and shouldnt be able to do this to people like me who dont have a lot.

  

  Business response

  01/20/2025

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We are reviewing the clients file and will soon reach out to the client to address their concerns. 
  

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was lead to believe I would be getting a service in exchange for money. There was no service provided.

  

  Business response

  01/20/2025

  At Optima Tax we strive to uphold the philosophy that clients come first and all of our representatives go through rigorous training to assure we abide by that philosophy. We take all complaints very seriously, and we do our best to turn them around when possible. We are reviewing the clients file and will soon have our ********************** team reach out to the client to address their concerns stated in their complaint. 

*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. ↩