BBB Consumer Alert: Rob-Aire Enterprises, Inc. Earns F Rating for Unanswered Complaints

August 12, 2014

As a leader in advancing marketplace trust, BBB serving the Mid-South is issuing a consumer alert on Rob-Aire Enterprises, Inc., an accounting and bookkeeping company located in Memphis TN. BBB has forwarded 6 complaints to Rob-Aire Enterprises, Inc. The company failed to respond to 5 of those complaints and has an F rating with the Better Business Bureau. 

Complaints allege tax returns were improperly filed or not filed at all. Frantic customers who had been contacted by the IRS regarding errors or the fact that their tax returns had not been filed told BBB they were unable to reach the company for help, either in person or by phone. Other complaints allege that the company failed to return documents when requested.

“BBB expects all companies, BBB Accredited or not, to respond to complaints filed with our office by their customers. Rob-Aire Enterpriseshas failed to do so,” said Randy Hutchinson, President of BBB serving the Mid-South. “Rob-Aire Enterprises’ BBB Accreditation was revoked in 2009 for failure to respond to complaints at that time.”

According to one complainant, Rob-Aire Enterprises agreed to file an amended tax return for him but did not do so. The Bartlett man was unable to reach anyone at the company’s office. “My wife and I have left more messages than I can count with no response. I would guess that we have called their office about 100 times,” he told BBB.

A Memphis woman began receiving letters from the IRS stating that she had unpaid taxes for a previous year for which Rob-Aire Enterprises had prepared her return. “Each time I took a new letter to the company, they said they would take care of it and send me the documentation,” she told BBB. According to her complaint, they did not. When she received a certified letter from the IRS stating their intent to levy/seize her property, she hired another company to represent her.

Another Rob-Aire Enterprises customer told BBB that the company said they filed an extension on her taxes but did not do so. They also did not return subsequent phone calls. “If they had not told me that they had filed an extension I would have done my taxes somewhere else and not be in default with the IRS,” she said.


BBB suggests that consumers keep these tips in mind when choosing a tax preparer:

  • Check the company’s BBB Business Review before signing a contract. Do they have unanswered BBB complaints? A company that failed to respond to another consumer’s complaint may not be responsive to you if problems occur.
  • Remember that IRS rules say taxpayers are legally responsible for what’s on their tax return, even if it is prepared by someone else.  
  • Request an estimate and discuss the price before making an agreement. The cost of the service should be determined by the complexity of the return. Steer clear of any tax preparation service that promises larger refunds than the competition or bases their fee on a percentage of the refund.    
  • Look for credentials. Ideally, your tax preparer should either be a certified public accountant, a tax attorney, an enrolled agent or a certified E-file provider. Ask if the preparer is BBB accredited. Find out if he or she is affiliated with a professional organization that requires its members to pursue continuing education and holds them accountable to a code of ethics.
  • Check to see if the preparer has a Preparer Tax Identification Number (PTIN). All tax return preparers who are compensated for preparing or assisting in the preparation of all or substantially all of any U.S. federal tax return, claim for refund, or other tax form submitted to the IRS must have a PTIN.
  • Check to see if the preparer has any questionable history with your state’s Board of Accountancy (for certified public accountants), the State Bar Association (for attorneys) or the IRS Office of Professional Responsibility (OPR) for enrolled agents.
  • Remember that a paid preparer is required by law to sign your return and give you a copy.
  • Consider accessibility. Many tax preparation services set up shop for a short time prior to the IRS deadline for filing taxes. They may not be around to help if the IRS notes any errors on your return or you are audited.
  • Read the contract carefully. You should understand how much it is going to cost for the service, how the cost will be affected if preparation is more complicated and time consuming than expected, and whether the tax preparer will represent you in case of an audit.




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BBB Contact:

Nancy Crawford