Complaint Category: Inappropriate behavior by customer service personnel
Complaint: Completely dissatisfied with services, improperly billing and did not complete payroll services properly.
I began interacting with "*****" from this firm on 05/05/13. I needed payroll and tax services to run my S-Corp business. Over the course of the last six weeks, numerous problems occurred which caused major hindrances to our business operations. During this time, it would be several days before I would have definite answers to very important questions. "*****" constantly needed information from me, or my prior accountant, which I did not have and was very difficult to obtain. There was constant misinformation and the inability to answer my questions with accurate information. Phone calls and emails were laxly returned, creating stress on my part. I received a very upsetting and condescending email from ***** on 06/13/13 which used phrases such as "lashing out" and that they "deserved respect." The email was completely unprofessional and made me feel as if I were an eight year old receiving a scolding from an angry mother. After this email I realized that what should have been an expedient payroll and tax set up, was still not properly completed by 06/13/13. At this point I become convinced that these people did not have the professional standards, knowledge or integrity that I require in an accounting/bookkeeping firm. I expressed a desire to have my business folders/property released to me. "*****" refused to relinquish my business property of which included payroll, personal employee information, merchant service information and all of our incorporation paper work. Her excuse what that she was out of the office and her door was locked, of course I did not believe this and what kind of an operation is it where one person alone can give ultimatums of when and where to return a business owners' property. I physically went to their office on Thursday 06/14/13 to request my property, with an officer of the Wilmington Police Department. An employee of Quality brought me telephone at which point "*****" began to scream at me through the phone. The officer could hear her while standing 10 feet away and was as shocked as I was. "*****" gave me the ultimatum to return the next day at 4pm or I would not receive my items for another week, because she would be out of her office again. I returned the next day, with an officer and my father, truly feeling threatened and scared of this woman. She brought out my box of property and also advised me I had been billed $300 for services. The so called services, were payroll set up, which I was NEVER advised there would be a fee for. As a new client, I fully expected them to be grateful for my business and do whatever set up they needed to complete. There was NEVER a fee of any kind disclosed to me for this "set up." Reviewing my email I did see an attachment in an email dated 06/10/13, I simply must have overlooked this statement or thus I would have disputed it sooner. On that attachment there is only a fee for $125 for payroll setup, "gather missing information" etc. The invoice in my box of property had been altered to now a balance of $300, which was dated for 06/12/13, which was never emailed to me, nor authorized. Already having all of my business bank checking and credit card information, they had taken the liberty of charging this amount. So the amount that was originally emailed to me on 06/10/13 of $125 which I was never aware would occur, had now jumped to $300 the day before I came to get my stuff. The additional $175 covered items such as "phone and email consultations" and payroll processing. The payroll completed for both of my stores BOTH HAD ERRORS! And they only completed ONE period of payroll and charged me for a whole month. None of this is right and has been a true nightmare to deal with. I am now without an accountant and have no one to carry on with this work because it has been butchered. It is completely unprofessional to leave some stranded in the middle of a business operation. I have never been so poorly treated by another professional person and am amazed by it..
Business' Initial Response
During Mrs. *******'s initial consultation with our firm, she requested Payroll Services, Sales Tax Services, Tax Return Preparation, and Tax Return Amendments from a prior Accountant.
She only provided pieces of her prior payroll and employee information that were needed to properly set-up her payroll with the correct year-to-date wage and tax totals and to be able to correctly withhold future taxes properly. When we requested the necessary information to complete the set-up correctly and I explained why we must have it, she complained, and in a delayed manner would only get a few pieces at a time. After many phone calls and emails with Mrs. ******* re-requesting the information, she stated that the prior Accountant wouldn't release any more information to her until she paid their bill of $1600.00 in which she refused to and she stated that "she just didn't have money laying around."
Payroll was processed to the best of our ability with what information Mrs. ******* provided in writing and she confirmed that it was correct. After payroll was processed and emailed to her, I have an email reply from her stating "Thanks! Everything looks great!" Then several days later, she stated there was an overpayment of a new employee at one location.
During many of our interactions with ***** *******, she has been very disrespectful and rude to me and my staff, and she has been very difficult to deal with to get the necessary items needed to do our job. In an email to ***** *******, I reiterated that we want to have a good working relationship with her, and that we treat our clients with respect and deserve respect equally. Therefore, we simply cannot have her lashing out at us. I told her that we would like to work with her if we could have a good working relationship and to let me know her thoughts. Her response was to call my office screaming to pick-up her files. My staff set her an appointment with me for the next morning at 11am and informed ***** that I was at a client site outside of town, and that her files were locked in my office. Disregarding this information, ***** attempted to pick-up her files while I was not at the office, by calling the police to my office to retrieve her files. She lied to the police officer and told him that she didn't know I was out-of-town despite being told this multiple times on the phone prior to coming. While she was at my office, I talked with her on the phone and she stated that she couldn't make it at 11am the next morning, so I rearranged my schedule to accommodate her at 4pm the next day. After ***** was escorted out of our office, the police officer in which she had called, came back into our office and suggested out of concern that we call and have the police present at the 4pm appointment because "she had a lot of attitude." We did call and request the police to attend the exchange of files. ***** signed a document that she has received all of her items and she received a receipt of payment for services rendered.
***** was emailed a copy of the payroll set-up Invoice on 6/10/13 along with a Credit Card Authorization Form in which she sent back the signed Credit Card Authorization Form on 6/12/13 and authorized payment of the Payroll Set-up Fee. When we spoke on the phone about it, she never questioned the fee. She has only questioned this fee since she decided to pick-up her items.
***** ******* was charged fairly and she was not charged for all of the time and service that was provided to her. She also received free tax advice from our CPA. Her Invoice certainly did not cover all of the time that me and my staff dedicated to her. No refund of her partial bill will be granted as she has already received a generous amount of our time and service for free.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This office was running bare bones when I began service with them. Employees were quitting, they were relocating and were in total disorganization. THEY were so slow to respond to any questions or concerns, which of course any normal business person would become irritated by. After weeks of sub par communication and payroll errors I wanted to end services with them and move on to someone more appropriate to my business needs. The day I went to retrieve my business documents, I called the police. They said the office had no right to hold my items and offered to send an officer escort with me. The office staff refused to release my items and THEN ***** told me on the phone, while she screamed at me, that her door was locked. I told her and the officer that had I known that I wouldn't have wasted my time. I certainly was not escorted out of the office, the police were there for my protection as I was totally threatened by ***** and her wild behavior. The officer certainly did not go back into the building to "warn" them about me. I did return the next day, with my father and an officer, which I requested for our protection. In the end, I was overcharged, mistreated and dealt with some of the slowest, most sub par "professional" people I have ever encountered. These people can obviously charge their clients whatever price they feel they are worth, and there is nothing the client can do, other than to warn others of their misconduct and unprofessional behavior.
Business' Final Response
These are all lies in an attempt to smear our good reputation, and slander is punishable by law in which this written correspondence is being forwarded to our Corporate Attorney. We have not had any of our 6 employees quit.
My only advice to this client is to pay her accounting bills with the multiple Accountants that she has used. That's the only thing that can be said about this other than to warn Accountants to carefully screen your clients to make sure that you can get paid for the services that you provide and that the clients are mentally stable.
Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.