Complaints

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summerfield Financial Services was retained to file my taxes in February 2022 for tax year 2021. A fee of $475 was paid. Services have not been completed. Firm filed an extension without communicating this to me and without my approval. I have called several times and emailed over 12 times and she does not respond. I have no idea the status of my return or if it has actually even been started. Only 1 response was sent from her office and it's a list of excuses that seem ridiculous. I have made it clear the deadlines I needed met and no response. I communicated that I need my documents back and a refund for not delivering services, no response. This is the most unethical, egregious service I have ever experienced from a professional services provided. I need my documents returned so I can find another CPA to file for me and my $475 refunded for services not completed.

  Business response

  06/25/2022

  The returns were completed in March, but due to a diagnostic error caused by a document upload, I could not save or print the returns to send to the client.  I filed an issue with our software provider to fix the error code.  I filed an extension to protect the client from penalties when the error wasn't fixed by the tax deadline.  ************** was informed of the diagnostic error and the need for the extension.  We monitored our software techs progress in resolving the client's issue. 

  Separate from the need for an extension, several members of my family contracted COVID.  I took a leave from my office, but worked remotely. What ************** deemed as "excuses" were me taking care of my family when no one else could.  My daughter was pregnant and COVID caused her to be induced 7 weeks early with a special needs infant.  Both my parents who are in their 80's were hospitalized on ventilators.  While in the hospital, their basement flooded from all the melting snow left standing in their yard.   These are not "excuses" but real life emergency needs.

  The diagnostic error was fixed on June 16 and the return was sent to **************.  He no longer wanted the return and requested his documents back and a refund.  I told him I could review the return with him in detail to assure him the return was accurate.  He didn't respond to that offer and so his original documents and refund were issued on June 23.

  Customer response

  06/27/2022

   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.

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