Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have used Bob for the past several years for my taxes. He was always efficient and always had an appointment face to face with him to get them done. I reached out to Bob in February to get my taxes done, his son responded on the portal that he would be helping and I could upload my documents and he would get started on them. I did just that and didn’t hear anything back after several weeks so I messaged on the portal and was told he was almost done. I then a week later get notified that they were done, you have to pay first before you can view your return. I reviewed my return and signed the documents. I always get my refunds direct deposit so fast forward and I got a check in the mail for my state return which was odd because I get direct deposit, and his made me reach out to verify that they had my account information as I had given it again when I filed with Bob’s son. He stated they did. I tracked my federal refund through where’s my refund only for it to give me a date for deposit and it not show in my account so I once again reach out asking them to verify my account information. Bob’s son Steve said it was correct and sent me the numbers which I noticed was not my account information. He told me he would contact the IRS and come up with a solution and get back to me shortly. I waited for a response and never got one. I had to reach out to him and got the run around, no straight answers. I immediately emailed Bob as he was the one who always did my taxes and is the owner of the company, he never responded. Even to date I never received a response back from Bob or a phone call. I even sent screenshots from my conversation with his son Steve showing what he was saying. Steve stated, he hadn’t read a checkbook in a long time and that’s why he made the mistake, he also stated he just have been tired doing my taxes and that’s why he made the mistake. I showed ALL these messages to Bob and no response even to date! They are so unprofessional! I should get a refund

  

  Business response

  04/22/2024

  First, my delay in getting back was due to being unaware that there was an issue with this account prior to receiving the BBB complaint.  I contacted the staff member who had prepared her tax return to learn the issue.  There was an error made and the preparer was in regular contact with Ms. ******* about it.  I also spoke with her and while the we can't rewind the clock and not have the error it has been resolved to the best possible result and she stated she understood that.  I shared my sincere apology with her for the inconvenience.

  In this instance the associate preparing the return was on top of the issue and there was nothing I could add to what was done.  This occurred during our busiest season of the year.  Her main complaint with me was not getting back to her.  While I understand that she would like to speak with the owner of the company, there are not enough hours in the day for me to speak to everyone, which is why I have other staff members to handle these issues.  I wish I could talk to all of them, like I did back in the days when the company was much smaller. 

   

  Customer response

  04/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Mr. **** states he did not know of the issues prior to my complaint however he did. I sent several emails stating my issues and never got a response until I filed this complaint. I have addressed once again my issues with him and the level of unprofessionalism that was had by his son and he seemed as if that was ok behavior. A refund for the mishandling of my taxes and time I had to wait to get a check instead of direct deposit due to the negligence would be appreciated. I will not be doing business with people who lie and claim to be Christian.  Regards, Complaint ID: 21579972      

  

  Business response

  05/07/2024

  I very much regret the disappointment she feels.  This is the first time I have seen the text exchange between ******** *** ******  As you will note in the texts, ***** quickly acknowledges his mistake, apologizes several times, and takes steps to mitigate it.  Unfortunately, it is not possible to rewind the clock and undo the mistake. While I certainly understand her frustration and annoyance with the problem, the error did not result in any financial loss.  I carry E&O insurance, but they only pay claims where there is a financial loss from an error.  We've acknowledged the error and taken every step possible to prevent any loss from the error. However, I will also send her a gift card for a free tax preparation for her 2023 tax return.  I add my apology to the ones already expressed.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am saddened to write this complaint as I have never had to do this or I always try to work diligently to resolve any issues. However, we were referred here as a starting point. There is complete negligence on the part of Bob in handling our taxes. Surely there may even be state compliance issues involved here as well. We filed our taxes with Bob on Feb 13, 2023 to get an early start as we are settling on a new home next month. My taxes usually get rejected due to a homebuyer rebate and Bob was aware of this. He said if they were rejected electronically that he would be sure to mail them in immediately after. However we never heard anything from Bob. We looked on the IRS website to check our refund status and nothing showed. We have been trying to reach him for almost a month. We have records of several outbound calls to him, a ton of emails, and my husband even tried to reach him through the website chat. All over the course of a month to get no response. Then I scheduled a phone appointment through his online scheduler on 3/28/23. He never called me and I could not reach him. It wasnt until I called his colleague on 3/28 to inform him that we have been trying to reach Bob for a month that I got an email back from Bob saying our taxes were rejected. Again, we filed Feb 13, 23(they get rejected immediately) and it wasnt until 3/28/23 that we were just informed that they were rejected. Even more unsettling is that we would have known this a lot sooner if Bob had taken the time to respond to one single call or email. It is now 3/30 and the filing deadline is in just a couple weeks and our taxes have not been completed. You would think Bob would have prioritized this knowing his negligence in informing us of the rejection in a timely manner and failing to return any of our numerous calls over the past several weeks, but we have not heard anything in 2 days. It is approaching the tax deadline and our taxes are still not filed.

  

  Business response

  04/01/2023

  I'm very sympathetic with ******** *****'s complaint.  However, her real issue is with the IRS and not with me.  I do understand that I have not been as responsive to her phone calls as she would like, and I would have preferred.  This is the busiest season of the year and it is extremely difficult to keep up, particularly when there is an ongoing problem that I have no control over.  While privacy rules prevent me from giving too many details, she has had her tax return rejected due to an issue that occurred several years ago and is still unresolved.  I have written the IRS on her behalf and paper filed the tax return.  I have also referred her case to Tax Protections Plus LLC, a firm that specializes in dealing with these difficult IRS issues.  All this is being provided at no additional cost to her.  I have full confidence that they will achieve a resolution to her issue, but it will take time.  Nothing with the IRS is quick, especially these days.   I do express my sincere apology for a slow response to her phone messages and recognize that this is an area where our firm needs to find a solution, particularly during the busy season.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bob does tax are not trustworthy. They constantly make mistakes in tax preparation. They miss some important calculation in preparation, which was caught by me. They also missed filing my Delaware tax when filing PA tax credit, which causes 8000 fine and a long issue with PA revenue department. He is slow in response, and does not know how to respond to the letters received from the revenue department.

  

  Business response

  12/29/2022

  Hi,

   

  I am aware of the problem Mr. ***** is having with PA Revenue.  Several weeks ago I reviewed the documents and filed an appeal with PA. We are awaiting their reply.   The tax agencies often take several weeks to months to respond.  I understand the wait is very stressful for the tax client who has probably not been involved in this before.

   

  If it is determined that I erred (it does appear to be an error by PA Revenue) I have E&O insurance to cover any penalties or interest that would be assessed.

   

  I have an appointment in early January with Mr. ***** to follow up on this issue.

   

  Customer response

  02/03/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  PA revenue department claims that Bob did not submit the DE tax return, and therefore did not give the tax credit that I paid to DE. I called PA and confirmed the claim. Bob did not act in speed and penalties is going up. Also, I called DE Revenue department and there is no record of my tax filing for 2021.
  
  
  Regards,

  Complaint ID: 18649121

   

   

   

  

  Business response

  02/03/2023

  Business

  Most Recent Message

  Date Sent: 1/30/2023 10:06:38 AM
  I understand that Mr. ***** is very frustrated with this situation with the PA Dept. of Revenue.  However, his is placing his anger on the wrong party.  I have an electronic receipt where both PA & DE acknowledge the E-filing of the tax returns.  In response to that Nov 18 letter where PA revenue claimed they did not have a copy of the DE return I sent them a hard copy by certified mail, return receipt and I have the postal receipt where they signed for it.  Since that time I have have engaged a specialist company, Tax Protections Plus, to get involved in solving this issue.  I just spoke with them again on Jan 28th and they are frustrated also saying that this is a clear cut case and they don't understand the delay in getting this resolved.  The fees for Tax Protections Plus are covered by me and not charged to Mr. *****.  I'm fully confident this case will be resolved properly for Mr. *****, unfortunately we cannot wave a wand and solve it as fast as we would both like.  We cannot move faster than the bureaucracy at PA Revenue.

*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. ↩