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Optima Tax Relief LLC

Phone: (800) 536-0734 View Additional Phone Numbers 3100 S Harbor Blvd #250, Santa Ana, CA 92704 http://www.optimataxrelief.com



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Description

This company offers tax relief services provided by in-house professionals including Tax Attorneys and Enrolled Agents.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Optima Tax Relief LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Optima Tax Relief LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 50 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

50 complaints closed with BBB in last 3 years | 31 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 1
Delivery Issues 4
Guarantee/Warranty Issues 4
Problems with Product/Service 30
Total Closed Complaints 50

Customer Reviews Summary Read customer reviews

82 Customer Reviews on Optima Tax Relief LLC
Customer Experience Total Customer Reviews
Positive Experience 82
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 82

Additional Information

BBB file opened: September 18, 2013 Business started: 06/02/2010 in DE Business started locally: 06/02/2010 Business incorporated: 07/26/2011 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

State Bar of California
845 S Figueroa St, Los Angeles CA 90017
http://www.calbar.ca.gov
Phone Number: (213) 765-1000
The number is 272599.

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. David King, President Mrs. Kristen Bemis, Legal Counsel Mr. Alex Edens, Director of Customer Service Mr. Kevin Giordano, VP Servicing Mr. Harry Langenberg, Managing Partner Mr. William Scholz, Executive Relations Manager Mr. Jesse Stockwell, Managing Partner
Contact Information
Principal: Mr. David King, President
Number of Employees

300

Business Category

Tax Return Preparation Taxes - Consultants & Representatives Attorneys & Lawyers - Tax

Method(s) of Payment
American Express, Visa, MasterCard, Debit, Check, Cashier's Check, Money Order, Cash
Refund and Exchange Policy
We offer a 15-day money-back guarantee.  Please visit our website for details.
Service Area
Nationwide
Alternate Business Names
Tax Relief Partners Taxes To Zero
Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

Federal Trade Commission 600 Pennsylvanis Avenue, NW, Washington DC 20580 http://www.ftc.gov

Additional Information

If the consumer requires additional assistance from Optima Tax Relief, please contact them directly at 1-800-965-3192 or by emailing them at bbb@optimataxrelief.com.

Industry Tips
Identity Theft Tax Preparers

Additional Locations

  • 3100 S Harbor Blvd #250

    Santa Ana, CA 92704 (800) 536-0734 (714) 361-4636

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Optima Tax Relief ("Optima") in mid-November 2012 for tax consulting services regarding an IRS audit received for my husband and I. On November 26, 2012, I paid Optima the $995 required service fee via ACH Debit Authorization. Optima pledged that their investigation would take 30 days, but if we were dissatisfied within 15 calendar days before then, we could request a refund and get our money back. On December 18, 2012, Optima representative, Mr. ***** ******, contacted my husband and I and told us that we did owe back taxes, however, Mr. ****** never provided the transcript as promised as proof of his findings for drawing this conclusion. In fact, Mr. ****** simply forwarded back the documentation we previously sent HIM! I contacted Mr. ****** several times by phone and email thereafter up until January 23, 2013, including his colleagues and others I had spoken to, to request the written transcript, but to no avail. Therefore I wiant Optima to be fully refund my husband and I the amount of $995 for non-service as advertised.

Desired Settlement: $995 refund cash or check for non-service as advertised.

Business Response:

SUMMARY -

Optima Tax's management immediately made contact with the clients upon receiving the BBB complaint. We have addressed each of the clients’ concerns as stated in their complaint, and they are satisfied with the outcome we have reached.

 

RESPONSE -

Optima Tax’s management immediately made contact with the clients to address their concerns. While speaking with the client, we informed them that Optima had performed a full and thorough Investigation and that we presented our findings to the clients, to which they agreed. Initially, the client stated that they had not received the transcript of their case. Upon reviewing the clients’ case, it was shown that the Tax Associate did provide certain documents to the clients, however, it appears there was some misunderstanding causing incorrect documents to be transmitted. Upon this discovery, Optima Tax quickly remedied this issue and provided the client with the requested documents. The clients have confirmed they are satisfied with the outcome of our conversations and Optima appreciates their willingness to work through this issue.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

Received, thank you. 
 
Regards,
******* ****** **************

4/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been working with this company for 2 years. They have made my situation worse. They took money and never helped me. I also have had about 13 account managers and finally the one i had the longest has now been out of contact, rude, nasty and unresponsive to any thing. No call backs and then lack of supportiveness on anything. Has hung the phone up and unfortunately no one else to talk to. Company also has done nothing to make his right. I was told to find another company but they already have my money, and not having money to got another company they refuse to give the money back. I want services I've paid for or money back. I have gone back and forth. now to top it IRS is now taking actions in there delay on thing i have spent hours on the phone with optima and the IRS. Then to come and find out they are no where to be found on my account with IRS. Liens and Levies are now in activation and still nothing has been taken care of. This was so simple as it was to deal with personal taxes it now has effected my Business and Some how my LLC is being effected by this now. At this point i don't know what to do about this.

Desired Settlement: Id like services to be provided and stop being pushed aside. I want a new case manager as the one been appointed is not in good standards with me in my book. I don't trust her. I want a refund or credited on the suffering I've been going through with this company and embarrassment of this now going public as there was no need. I want my account to have ATTENTION IMMEDIATELY!

Business Response:

SUMMARY -

Optima Tax's management immediately made contact with the client upon receiving the BBB complaint. We have addressed each of the client’s concerns, as stated in her complaint, and she has agreed to continue working with Optima Tax toward a satisfactory outcome.

 

RESPONSE -

Optima Tax’s management immediately made contact with the client to address her concerns.  Based on the client’s complaint, we first addressed her dissatisfaction with the service of her Case Manager. Upon further review of the client’s case, Optima feels confident that the assigned Case Manager was working diligently toward a satisfactory result for the client. However, in order to ensure the client’s continued satisfaction with Optima’s service, Optima Tax’s management has decided to reassign her case to another Case Manager.

 

Next, Optima addressed the lien that the IRS implemented against the client. We advised the client of the options we may take in anticipation of removing the lien. We also discussed the importance of timely receiving certain documents from the client in order to develop and strengthen her case before the IRS. The client agreed to work closely with our management to avoid any set backs on the requested documents. Although, initially, the client asked for a full refund, upon speaking with Optima’s management she has decided to continue her relationship and allow us to resolve her case. The client felt more at ease after speaking with a senior representative and confirmed that she is optimistic about the strategy we have in place to resolve her liability.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

4/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: called for tax relieve resolution quoted one price by agent and paperwork quotes another along with refund policy not covering allotted time was quoted price of 995 which i paid didn't hear from company after payment and signed papers for over a month .refund only good for 15 days it takes 30 for said investigation? received a call asking for $3500. questioned what this fee was for again .company not being upfront with fees and total bill quoting one price then putting legal terms in the signed power of attorney .

Desired Settlement: would like to see the company change there tactics .change policy and this would relief some complaints ,better quality controls, honesty . customers are not being told the whole story.and from other complaints i now see this is an on going issue and needs to be addressed .add Buyer Beware to all search engines.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to discuss his concerns outlined in the complaint. Despite our diligent attempts, the client has not returned our calls or emails.

 

RESPONSE -

Optima Tax’s management had already been in contact with client to address his concerns prior to receiving the Better Business Bureau notification. In the complaint, the client was expressing frustration that we need to be more transparent about our Resolution Fees. When we were in contact with the client initially, however, it was clearly explained to the client that Optima Tax’s services are broken down into two phases, an Investigation Phase and the Resolution Phase. The client acknowledged our two phase approach that required two separate fees.

 

The client had hired our service for the Investigation Phase only and accordingly, we have delivered what was promised to the client in a timely manner.  After the Investigation Phase, it was determined that due to the large amount of taxes he owed to the IRS and his unfortunate failure to resolve his liability in a timely manner, his case was going to be a complex one.

 

When we had presented our findings to the client and the proposed fees for the Resolution Phase, the client reneged on his previous understanding of our process.  Client’s frustration may have come down to an affordability issue, however, since the client has not returned our calls or emails, we have not been able to discuss the matter further. Since we have sufficiently provided our services and the client has been unresponsive to our calls, we have no choice but to consider the case closed in good standing.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The Company is incorrect in its statements and the issue was not clearly stated and the persons responding again have not stated the issues clearly. the company has reached out to resolve the issue and it was satisfactory even if i don't like the misinformation they continue to release please consider the matter closed.


Regards,

******* ******



4/2/2015 Problems with Product/Service | Complaint Details Unavailable
3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Optima Tax to resolve my IRS issues. I was told in the first phone call that "Money that was due to the IRS" would be reduced and that according to a Ms. ****, I should stop making my $100 dollar monthly payments. That the results would be amazing and I would be left satisfied and paying a lot less than the $10,000 owed. So I did Everything they said, sometimes sitting at my computer for hours Emailing all of the documents needed, and Shortly after my last payment a total paid to Optima tax for this help was $2,000. I was notified that they reached a satisfactory resolution. (which is now a monthly payment of $150. and the total amount that I owe the IRS is the same! I was ripped off into thinking that my income taxes would be reduced greatly and now I have to make higher monthly payments! Then to rub salt in my lost Christmas, because we didn't have one here thanks to Optima taking all of my hard earned money! They send me a paper saying that they have finished their end of the deal and made my installment payment agreement (I already had one in place and I was told to stop paying by their worker Ms. **** in that very first phone call!) Im feeling ripped off. They never send you any paper work until the end. Everything is done by phone calls and Emails and I have saved all of my Emails luckily. But this business is shady and they need to be stopped.

Desired Settlement: I want my money back! They did nothing for me but make things worse!

Business Response:

SUMMARY

Optima Tax's management immediately reached out to the client to discuss his concerns outlined in the complaint. Despite client’s initial dissatisfaction, Optima Tax was able to successfully address his concerns and as a result, he has decided to continue working with us. .

 

RESPONSE -

Optima Tax’s management made contact with the client upon receiving the Better Business Bureau notification. Unfortunately, the client’s allegations in his complaint seem to have been misplaced given the current signed agreement as well as our voice recorded verification call data. Both the agreement and the verification call confirm that the client contracted with Optima Tax for Collection Representation and IRS Compliance only. Although Optima Tax is confident that it has fulfilled all of its contractual obligations, our management presented the client with another option that may help with his overall balance. Furthermore, as a courtesy, the team assigned to the client’s file reestablished an affordable Installment Agreement. The client has expressed his gratitude and confirmed that this satisfies all his concerns.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you.

3/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: optima tax relief will not return phone calls nor emails.... paid a total of $4590.00 to get tax issue resolved so far my bank account has been levied.. no one will return my calls to tell me why and what the next process is......

Desired Settlement: on 1-07-2015 I paid optima tax relief $995.00 to get phrase 1 started . On 1-30-2015 optima tax relief call and said they needed $3595.00 to start the phrase 2. I PAID THE AMOUNT OF $3595.00 IN FULL on 1-30-2015. since then my bank acct has been levied. no on will return any of my calls to tell me what they are going to do or what I have to do. I would like to part ways with optima tax relief. im requesting the full amount of $4590.00.

Business Response:

SUMMARY -

Optima Tax has made contact with the client to discuss his concerns in detail. The client has confirmed that he is satisfied with the outcome and will continue his relationship with Optima Tax Relief.  

 

RESPONSE -

Optima Tax’s management made contact with the client immediately upon receiving the BBB notification to address his concerns as outlined in the complaint. After a thorough review, multiple representatives at Optima Tax made attempts to contact the client to discuss his case. Unfortunately, the number we had on file had been incorrect. The Optima representative informed the client of the multiple dates that we attempted to reach him. The client was more than understanding and provided us with his current contact information, and accordingly, communication will not be an issue moving forward. More importantly, the client agreed to have Optima Tax continue representing him so we may help resolve his tax debt.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you. 

Consumer Response:

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,

***** ********

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Optima Tax Relief and started doing business with them over a year ago. I've had 3 different people handling my case and I've paid over $7500. I contacted them to help decrease the payment amount with the IRS. I was told that Optima could make this happen. My monthly payment with the IRS was $400 a month. Since contacting Optima I was told my monthly payment would go up to $580 a month. Every time I get a new person handling my case they ask for the same information over and over again. You can never get in contact with the person that is handling your case. I've left messages for ****** at Optima to contact my wife concerning this because, she's more accessible than I am. I've also emailed me him numerous times and so has my wife and there has been no response. My wife is authorized to speak to Optima on my behave however, still no response. I just sent the IRS another $700 per Optima's request and this isn't the first time. They sent me a Power Of Attorney and my address is incorrect considering that is a legal document I'm not signing it until the address has been corrected. I've called and emailed ****** so that could be done and no response. I contacted him 5 business days ago and on his voice mail it states he will contact you within 24hrs we know that's a lie. So far I'm out of about $10k and still owe the IRS with no solution. The money I have paid Optima to do nothing I could've paid the IRS. This is unacceptable to not even be able to contact someone. I would NEVER recommend Optima Tax Relief to anyone this seems like it's more of a scam than help. I've never had service this Horrible and for this amount of money this is ludicrous. This has caused so much stress in my home until it's unbelievable.

Desired Settlement: I would like for someone to contact my wife and get this issue resolved ASAP.

Business Response:

Optima Tax’s management made contact with the client immediately upon receiving the BBB notification to address his concerns as outlined in the complaint. After performing a thorough investigation into the client’s tax matter, it was determined that a certain outcome could potentially be achieved, however, we needed to adhere to applicable policies and regulations set by the Internal Revenue Service (“IRS”). There seems to have been an unfortunate misunderstanding in communicating the guidelines set by the IRS, however, such misunderstanding has been rectified through our ongoing communication with the client. As a result, while the client understands that there are no specific guarantees of any outcome, he is excited to continue moving forward with Optima Tax. Our representative assured the client that there will be more effort in utilizing a channel of clear communication between the parties. Consequently, the client has indicated that he is satisfied with the outcome of his dealings with our representative and that he looks forward to resolving his IRS debt with Optima Tax.

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you. 

3/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I solicited Optima to help with issue I had with unfiled tax returns. I was quoted a price for services which I was told I had to pay up front before they got back to me for the actual cost of services to be provided. I paid the total amount in several payments after which I was asked to provide info so they could do their work. I was told I was a candidate for Offer in Compromise. Well, I got some communication in beginning and then none. I had to follow up and was told the offer in compromise was not option due to how much we owed and if I could pay down the amount by $5000 after i already paid them $9,000 to help me! I told them I could not and then I lost communication again and thought they were still working on my case. I took over a year and a change in person working my case to get an installment agreement and I was informed I was still going to be considered for Offer in Compromise but then no call to date. The original case manager, Veronica Rodriguez told me about paying down my back taxes to $50k so we could qualify was a conversation over the phone. I now have an installment agreement but no word of offer in compromise which is what I was told all along they would help me with. Well, I got an e-mail finalizing my case?? as if installment agreement is only option for me but now I have a lien that will stay for 10 years and IRS will have first dibs on any funds I should get so I feel like I gave them 9K for very little service and late to boot because IRS sent intent to levy notices twice while they worked on my case. So disappointed as I could have dumped that $9k into what i owe or to pay the Offer in Compromise but instead Optima took that $ and just strung me along for a long time before actually doing anything of substance for me without what they originally told me they would do for me--Offer in Compromise.

Desired Settlement: I want Optima to work on the Offer in Compromise FOR REAL and tell me honestly that they actually did an offer. I was told that in the beginning and then when installment was done over a year later told again that the Offer in Compromise section would look into that for me and then I get an e-mail saying they were done! I then got the notice for lien from IRS and contacted Optima and they said they could not do anymore for me! I feel they owe me a service because of the length of time and all the calls to inform them about IRS intent to levy when all that should have been taken care of by Optima from the beginning as my husband and I signed Power of Attorney for Optima attorneys to handle all this. I feel they owe us that much.

Business Response: Optima Tax's management has reached out to the client to discuss her concerns as outlined in the complaint.  We are currently working together with the client to come to a mutual resolve.  Once a resolution is met we will provide a closing response.  Thank you for your patience.  

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint TextOptima Tax Relief LLC promised to fix my tax debt with IRS and told me to pay $995 to start the case. Then after about a month they called me demanding $5900 or a payment plan for $950 a month until balance was paid in full. They demanded a payment even before they started their so called phase 2 to investigate the case. At this point I felt that I was being swindled and I immediately let them know I wanted my refund. A lady called me saying she would send a claim form which I filled and sent it back. Then 3 or 4 days later this time a man called me with an intention of telling me they can't refund. When I mentioned that I would be filing a complaint with BBB and ***, he immediately stopped me and asked me to give him 2 days to resolve the case. I do not believe in these people and just want my refund. I made it clear to them that I was done with them and I need my money back.Resolution Sought: First I want my money back and second it's about time something happened to this company so that they can stop swindling innocent people. The federal government needs no investigate all the complaints about this company and close it up and arrest the culprits. Amount in Dispute: $995.00 Complaint Type: Contract Issues/ Refund IssuesProduct or Service: Optima promised to resolve my problem with IRS but it was a Lie.

Desired Settlement: Resolution Sought: First I want my money back and second it's about time something happened to this company so that they can stop swindling innocent people. The federal government needs no investigate all the complaints about this company and close it up and arrest the culprits. Amount in Dispute: $995.00 Complaint Type: Contract Issues/ Refund IssuesProduct or Service: Optima promised to resolve my problem with IRS but it was a Lie.

Business Response:

Optima Tax’s management was well within its process of attempting to resolve client’s concerns even before receiving the complaint.  Through such an effort, we unfortunately found that the client was mischaracterizing and undermining Optima’s business integrity.  With all due respect, we had no choice but to clearly convey to the client that such mischaracterization is inaccurate, and we further reiterated our process, in hopes of clarifying client’s false understanding. Here at Optima Tax, we employ a two phase approach: Phase I, the Investigation Phase; and Phase II, the Resolution Phase. Prior to enrollment, the client went through a full consultation which discloses a full break-down of our two phase approach. Even if we were to assume that our Tax Associate made a human error by not disclosing certain details of our services, each and every client goes through a separate and rigorous “Verification Call” to go over all disclosures including the details of our Resolution Phase. It should be noted that the crux of the matter boiled down to an affordability issue – the client had expressed that the Resolution Phase may not be affordable,   In light of such, it should be also noted that Optima Tax had made sincere and diligent efforts to work within the client’s budget.

After the complaint was filed, we continued our contact with the client to address his concerns. We were informed that the client admittedly filed the complaint by mistake. Ultimately, the client has confirmed that he was happy with the end-result and we have since then parted ways amicably.

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you.

2/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On December 18, 2014 I spoke with a Mr. **** *****, who at that time insisted that I e-sign a contract to "...insure that I would be placed with an attorney". I had already explained that I had contracted another firm, and that Optima was in essence a 'plan B'. Figuring that I had better take that step, a document was signed, card information was given, but I ALSO told Mr. ***** that I would contact him before 12-26, to advise if I indeed would be going forward. He was contacted 12-23 at his voice mail and advised NOT to proceed, not to charge that card. On the 26th of December, Mr. ***** tried to contact me at home, but I was out of town. Several more voice messages were left at my residential number, asking if I planned to move forward, etc. When I returned on 1-5-2015, I spoke to Mr. ***** advising that I am still with the other firm, however, since I was under the impression that NOTHING was taking place with Optima until a payment was made, I gave the credit card number I wished to use, and I got assurance that I would still be able to get a refund should things work out otherwise with the other firm. Mr. ***** was contacted by me 1-15-2015. I needed to know if Optima would also handle my state issues, to which he replied "no". It was at that time I advised him I would not move forward and I would be seeking a full refund. When I had given Mr. ***** the credit card information, I also asked would I be e-signing a new document, to which he replied that would not be necessary only "...the credit card page". He never told me that first document date was the date of binding, meaning my 15 day money back guarantee was negated. He DID advise me to fill out the appropriate page(s), fax to the number listed, and it should be handled "...within 24-48 hours." Explained I shouldn't have any problems. I followed suit, did what was required, and was told I would have to fill out a dispute form, go through a review, etc. What DID become apparent was that I was misled.

Desired Settlement: A deposit of $995.00 was charge to my credit card and I want it reversed.

Business Response:

SUMMARY -

Optima Tax has made multiple attempts to address his concerns as outlined in the complaint.  In light of such, the client has confirmed that he is satisfied with the outcome.

 

RESPONSE -

Optima Tax’s management has made multiple attempts to reach the client so we may discuss his concerns as outlined in his complaint. After a number of thorough discussions with the client, it seems as though there was a misunderstanding regarding our payment process, however, we are happy to convey that such misunderstanding has been addressed and clarified to client’s satisfaction.  In response to the client’s concerns, we have respectfully informed and assured the client that Optima Tax and its associates are not in a position to mislead the client.  Consequently, the client confirmed that all his concerns have been addressed and we parted ways amicably.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you.

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in June of 2014 I contracted services with Optima Tax relief to help me with my IRS issues, I paid them over $4000, to help process my 2012 and 2013 taxes as well as address substitute tax forms that were done by the IRS as well as resolve my outstanding amount owed. I was laid off at the end of September which I called them to tell them I can no longer pay them any other funds, but still wanted to have them completed my taxes. The two years listed for tax returns were never completed, all this company wanted was more money, subsequently I was in monthly contact with a representative who stated that the taxes would get done, I scanned over all the required tax information they requested, several times, so they could complete the tax's. This was never done, nor was there any communication. I am not satisfied with their services or their claims to complete the work for me, I also requested a receipt and itemized list of what they had done, never received. I called here January 13th of this year and asked for a full refund, they have been stalling and until today the 16th an advocate stated they would see what they could do. They claim a money back guarantee and I have not see this and would like my money back. I paid with my credit card and would like a credit for the services they never provided. ****** ** ***

Desired Settlement: A full refund of monies.

Business Response:

SUMMARY -

Optima Tax has been in contact with the client prior to receiving the complaint. Following our discussion with the client, we are happy to report that we have addressed all her questions and the client is now satisfied with the outcome.

 

RESPONSE -

Optima Tax’s management was already in contact with the client to address her frustration as outlined in the complaint. After hiring Optima Tax, it was apparent that unfortunately, the client was having difficulty paying for our services.  Although any nonpayment warrants a hold or termination of our services, Optima Tax continued to meet its obligation under the Client Services Agreement, and made multiple attempts to accommodate client’s financial hardship.  Despite our efforts, the client eventually became unresponsive and did not return any of our phone calls or emails.   In light of such efforts, we believe that we have exceeded all expectation assisting the client and we have adequately explained our side to the client; but ultimately affordability was an issue. Accordingly, we parted ways in an amicable manner and to the client’s satisfaction. 

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

1/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Optima Tax Relief company did not do anything for me. Some of the tactics they used I am familiar with because I use them in my line of work working with criminals. I paid the company $1000 to look into my case and to stop the levy. They came back to me one day before Christmas Eve and came up with a solution but I would have to pay $10,500 in order to move forward. In addition, I had an appointment to go over my case at 11:00 am and I was not contacted until 3:00 pm. The represented stated there must have been a mix up with the time zone which was not true because that was covered when I made the appointment. The way they presented me the solution, I felt pressured and they made it seem that I had no other options. They did not give me concrete figures of the analysis but they did mentioned I could owe the IRS over 100,000 because of my foreclosure. They mentioned I had supplemental income (1099) but they did not tell me how much. This tactic was used in order to pressure me to pay the company the $10, 500. Originally, they told that it was going to cost a totally of $2,500 to resolve my case and that is why I went with your company. When they came back with your analysis, they indicated my case was more complex because of tax year 2012. I told them if 2012 was the issue that I could get some else to do my taxes that year to prevent the extreme cost. They did not agree with that. The vague information and the assumptions they made was only used to scare me into continuing with the company and paying the $10,500.

Desired Settlement: Fortunately, I had contacted the IRS in October and they gave all the information I need to file 2012 to include reference numbers. The information the IRS gave me and the assumptions Optima Tax made there was a big discrepancy! Since they submitted the power of attorney they had the same information the IRS gave me but they were withholding information and were giving me assumptions instead of concrete information. By withholding information they are not being honest with me. I completely felt they were taking advantage of me and my vulnerable state. I did not trust the company I mentioned to them I was going to think about it and see if they can lower the price. In my mind, I did not trust them!!!! I wanted to get a second opinion. I since hired some else and they have been completely honest and this only solidifies my instincts of the unethical tactics they used. The new company does not withhold information and I have a clear picture of what I need to do to resolve my tax issue

Business Response:

SUMMARY -

Optima Tax immediately reached out to the client upon receiving the BCA complaint and addressed his concerns accordingly.

 

RESPONSE -

Optima Tax’s management made contact with the client regarding his claim as outlined in the complaint. Although the client felt as though his questions were not being fully answered, once we explained the details of our process and the manners in which we answer all of our clients’ specific questions, we were able to ease his frustration.  To assist the client further, we thoroughly answered all of his questions and concerns to his satisfaction. Accordingly, after reaching out to the client and addressing his questions the client is satisfied with the outcome and considers this matter closed.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We entered contract to have optima analyze and reduce liability. They took the initial 995 and then stated they needed another 1000.00. After the initial "investigation period" they stated they needed another 4000+ dollars to resolve the issue. Things seemed to be going well, until about august. That's when regular updates stopped we still continued to receive threating letters from the IRS despite optima telling us we wouldn't. As we got closer to the end of the year they once again switched case mangers on us. Communication was still very poor. We made our final payment and there was still no communication. Eventually after multiple emails for the past few months, our case manager finally called us and stated that the resolution is going to be CNC and that there was no better solution. I asked when does our contract end, the representative could really tell me. Within three days we got a call form the resolution case closing department and she stated that CNC was the resolution, and talked about CSEDS and how much money we saved. Except we gave optima 3/4 of that money for them to tell us to "HIDE FROM THE IRS" this is not a resolution! The representative said I could ask follow-up questions which have went ignored.

Desired Settlement: REFUND FOR LACK OF SERIVICES PROVIDED, CONTINUED REPRESENTATION, AN ACTUAL RESOLUTION

Business Response:

SUMMARY -

Optima Tax's management was already in contact with the client prior to receiving the Better Business Bureau complaint. We have since resolved the matter and the client confirmed that she is satisfied with the outcome.

 

RESPONSE -

Optima Tax’s management reached out to the client to address her concerns as outlined in the complaint. Based on our interaction with both the client and her son, there seemed to have been a slight confusion in understanding the details of the outcome in her case. Any and all questions as well as concerns have been addressed to the client’s satisfaction. More importantly, the client now understands the details of her resolution and the benefits arising thereof. She also understands that the outcome is not in any way or form “hiding from the IRS” but a well-accepted and legitimate form of resolution in light of her financial situation.  .

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

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,

****** *******

1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Knowing we owed the IRS a lot and then getting demand letters from them,I called the IRS and they gave me until 12/5 (30 days) to get something done. I went online and found Optima Tax Relief. It looked like a life saver and I called them. I spoke with a **** ******** who assured me I had called the right place and that they could help. They required $1995 to do an investigation, protection of our assets and a resolution plan. The resolution plan was to include "penalty abatement", "installment plans" and an "offer and compromise plan".After several days delay in getting me set up, they did the investigation part, told me the totals we owed, then said they needed $7900 more to proceed! They wanted me to sign a contract with payments we could not afford. They were very pressuring and kept saying things like "you don't want the IRS to come and take everything do you?" They kept calling me and emailing me and I finally said I wanted to cancel and asked about a partial refund. **** said no, they had done their part. I feel like such an old fool for believing them. We have contacted a local tax attorney and have learned a lot and now know that Optima was not looking out for our best interest.

Desired Settlement: I would like at least half my money back. All they did was have me sign a bunch of papers and they called the IRS (I gave them power of atty)and found out the totals we owed. They probably were able to just do this online. Maybe one days work.

Business Response:

In reference to a complaint (No. ********), we have made multiple attempts to reach the client, yet with no success. We will continue our efforts to reach the client until the matter is resolved. Optima Tax will provide a closing response upon contacting the client and/or once a resolution is made. Thank you.

Consumer Response:

They are correct that they tried twice  to reach me without success, but we did connect on the third attempt and the matter has been resolved.  I'm sure that with the holidays, this just hasn't updated completely.


Regards,

****** ******



12/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Optima represented that it helps tax matters through heavy advertisements. In reliance, I called and spoke with a representative named ***** ******. After disclosing my full situation, both business and personal, ***** represented my total estimated expenditures would be about $7,500 with an initial $1,900 amount to start. He represented that full time attorneys and CPAs would handle my case, and assured there would be no levies or actions taken despite notices served. He kept calling and emailing to have me sign up, which I finally did and sent requested financial information, including tax forms and bank statements. About a month later, ***** left me a couple of messages to call. Because I am a trial attorney, I am sometimes out of the office and difficult to reach while in trial. I called him back within the week and was told he spoke with the IRS who had given him a deadline for me to answer questions; however, he claimed that deadline had passed, and he was very concerned the IRS officer would take action against me. I asked why he didn't just email me, and he stated he had left phone messages. I told him my situation about being in court, and asked for emails. I asked what the IRS officer wanted, in response to which ***** stated he could not tell me until I signed up for further services and demanded I pay $20,000. I was shocked and said that was different than what he first told me. ***** said because it was both the business and personal, but he said the same thing for the first quote. I told him I did not have such funds but could in a few weeks. That same day he sent a contract for $20,000. I did not sign because I did not have the funds. I asked REPEATEDLY for my file and the questions I was supposed to answer. He refused unless I signed and paid the $20,000. After three weeks of asking, they dropped my case, did not return my files, and did not tell me the questions I had to answer. FRAUD, BAIT AND SWITCH

Desired Settlement: I will be filing a State Bar complaint and criminal charges because despite claims that an Attorney was representing me, no attorney every helped me and they withheld my file to extort substantial sums of money from me. Desired outcome is they refund my money in full, and their fraudulent practices cease.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to address his concerns as outlined in the complaint.  Although Optima Tax made its best effort to address client’s concerns, the client at this point in time has not responded to our proposed options.

 

RESPONSE -

Optima Tax’s management immediately reached out to the client to address his concerns as outlined in the complaint. Unfortunately, the client alleged that Optima Tax did not fulfill its promise nor meet client’s expectations.  Optima Tax, however, was able to reiterate and explain the types of services that were provided to the client.  Optima Tax’s program is broken down into two phases – an Investigation Phase and the Resolution Phase.  The client had hired Optima Tax only for its Investigation Phase, during which Optima Tax had utilized a number of dynamic methods to provide an analysis of the client’s tax situation – upon being hired, Optima Tax had immediately reached out to the IRS to assess client’s tax issues, collected client’s financial information, ordered transcripts from the IRS, formulated a resolution proposal based on all information gathered, and ultimately presented the resolution proposal to the client.  During this time, it should be noted that Optima Tax had difficulty communicating with the client based on his busy schedule, especially around the time in which Optima Tax needed to discuss the resolution proposal.  When Optima Tax was finally able to present the resolution proposal to the client, it was at that time the client decided not to continue our service.

 

Although Optima Tax had completely fulfilled its obligation in the Investigation Phase, in response to client’s apparent dissatisfaction and in hopes of coming to a mutual resolve, Optima Tax made its best effort to accommodate the client’s complaint by promptly responding to all his inquiries, and by proposing a number of options for the client to consider.  Despite our multiple follow-ups, the client unfortunately has not responded to our proposed options.    Although the client has made harsh threats and comments regarding our service without providing helpful facts to substantiate his comments; it is out of our sincere respect and regards for all of our clients that Optima Tax has decided not to negatively respond to his complaint and requests that this complaint be recognized as being resolved. 

 

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 efficiently resolve them when possible. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed.  Please do not hesitate to contact Optima Tax with any questions. Thank you.

12/12/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ******* ********** Services LLC is filing a complaint against Optima Tax Relief, for failure to resolve tax issues and provide a regular update on case status. ******* contacted Optima in August 2013 for assistance with a federal tax debt. In September 2013, ******* provided Optima with resolution documents and Optima provided me with a summary of my case. Over the past year, additional documents were provided as requested. To date, ******* has paid $9,506.00 to Optima but has not received any type of resolution. Optima has reached out to the IRS Tax Advocacy which is something I could have done myself. Currently there is a lien and levies against fourteen of the company's customers. These levies were issued after Optima instructed me not to attend an IRS mandated meeting. Additionally, Optima did not attend on behalf of ******* to protect its interest. IRS has intercepted over $20,000.00 in customer payments. There is another $24,000.00 which is at risk of being intercepted if a settlement is not reached very soon. The IRS could decide any day to issues additional levies which could put ******* out of business. It has been nearly a year and I don't see where any progress has been made. Updates are not provided unless ******* reaches out to Optima and threatens to contact Better Business Bureau. ******* has requested information from Optima, such as copies of documents sent to IRS and the name of the new IRS Case Manager, with no response. Several times indication was given by Optima that the process was moving in a positive direction. However, I have yet to see anything materialize. Along the way ******* is learning information which was not discussed initially. Based on minimum communication and no results, I feel Optima has not provided the service which they advertise.

Desired Settlement: I am requesting that Optima provide written documentation of what has been done on behalf of Horizon, as well of copies of all documentation sent to IRS. I am also requesting that the money ******* paid be reimbursed. ******* ********** Services should be made whole for the money spent and a year of waiting without resolution.

Business Response:

Optima Tax’s management has reached out to the client to discuss their concerns as outlined in the complaint. We are currently working together with the client to come to a mutual resolve. Once a resolution is met we will provide a closing response. Thank you. 

Consumer Response: In August, 2014 , my company filed an initial complaint with BBB regarding Optima Tax Relief, After speaking with the, Manager of Executive Relations, on 08/13/14 and 08/21/14 he assured me that moving forward there would be prompt responses regarding questions and updates. He requested to be copied on emails to the case manager to ensure she followed up accordingly. Horizon decided to continue to move forward with Optima, with the promise from the Manager of Executive Relations that Optima would keep us updated with progress of the case. On 9/8/14 my company received another intent to levy which was immediately emailed to Optima. The request was made that if Optima was unable to make contact with IRS by 9/12/14 to advise my office. At that time the Manager responded by requesting the case manager get with the attorney to avoid additional levy action. On 9/11/14, we requested an update by COB regarding the progress. On 9/26/14 (two weeks later), still no response. On 9/26/14, after receiving a final notice from IRS, we made a second request for an update. The case manager finally called and said she would upload the case file for the attorney's review. My company made another request for a progress update on 10/9/14. The case manager called back in the afternoon and left a message with the answering service. My manager reached out to her immediately but there was no response from Optima until 10/20/14. This response occurred after an email was sent requesting an immediate response. The case manager said the attorney had contacted IRS three times with no call back. She stated she would speak with the attorney to see if he could contact me. That never occurred so on 10/21/14, I made the decision to cancel my services and Power of Attorney with Optima. After 14 months, I feel that Optima does not have the credibility with IRS. I also requested a full or partial refund. Since notifying Optima of my decision and request, there has been no response.

In terminating my case, I am requesting documentation of where Optima has last left off with IRS. Additionally I am requesting a full or partial refund of the money they have been paid.


Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the clients to discuss their concerns outlined in the complaint. Although the concerns were addressed, the clients decided to move in a different direction to resolve their tax debt

 

RESPONSE -

Optima Tax’s management reached out to the clients to address their concerns as outlined in the complaint. Upon further communication with the clients they indicated they understand our strategy to resolve their case; however, ultimately they feel it would be in their best interest to resolve their liability on their own. We believe all questions and concerns have been addressed and the clients confirmed they were satisfied with the outcome.

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you.

10/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Optima Tax Relief told me they will handle my Tax case with the best care and they will resolve my issue as quick and possible, after spending 995.00 for tax services of suppose ivestigation of my tax issue which all they did was order transcripts which I provided to them through their Client Web Portal. After 2 months they were on me about setting up another 5 to 9 month payment plan of 500.00 to a total 7k which i dont have and no way i can commit. When I asked them for a Documentation in writing stating they will guarantee to me that my issue would be resolved they told me they can only do that if I make a contract and payment plan with them again. After speaking to a lawyer they urged me to complaint about their scam which is robbing people all over with these little advertising scripts on the radio and on TV. I think its unfair for these folks to be all over social media, radio and cable promoting service that they can not provide.

Desired Settlement: I would like a refund for the money i gave them and the headache they have now caused me for wasting my time.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to discuss his concerns outlined in the complaint. The client has confirmed he is satisfied with the outcome.

 

RESPONSE -

Optima Tax’s management reached out to the client to address his concerns as outlined in the complaint. Unfortunately, the client felt that the only service he received from Optima Tax was obtaining transcripts from the IRS.   However, Optima Tax was able to reiterate and explain the types of services that were provided to the client. Optima Tax’s program is broken down into two phases - an Investigation Phase and the Resolution Phase. Our Tax Associates fully explain the details of each phase to clients, and during each Investigation Phase, Optima Tax utilizes a number of dynamic methods to provide a detailed analysis of each client’s tax situation.  After speaking with the client in detail and making him fully aware of our efforts made on his behalf, the client expressed appreciation of our efforts but, decided to take a different approach to handle his tax liability.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a federal tax lien. Optima tax relief told that they could get me a pay of for a less amount. The original amount was $9500.00 I was told yesterday that the pay of amount would be $9618.00 I paid them $ 995.00. To get me a settlement for less.

Desired Settlement: I was told that I would save 50% or less of the total amount, so that's my desiredoutcome.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to discuss his concerns outlined in the complaint. The client has confirmed he is satisfied with the outcome.

 

RESPONSE -

Optima Tax’s management reached out to the client to address his concerns as outlined in the complaint. Optima Tax’s program is broken down into two phases - an Investigation Phase and the Resolution Phase. During the Investigation Phase, we were informed by the IRS that a lien was already in place against the client. During the Resolution Phase, the client informed Optima Tax that he either wants to reduce his tax liability or pay the full balance, depending on his ability to pay. After a discussion with the client, particularly as to why a lien had been in place, the client decided to continue his services with Optima Tax and is satisfied with the outcome.  

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

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,

***** ********

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since first contacting the company, I felt that something was strange. The person I originally dealt with, seemed confused when discussing my case. I was then moved to several other case workers, never contacted by phone, and then was emailed threatening emails saying that my case was on hold. When we set up payment dates, I would get an email on a completely DIFFERENT date berating me as to why my payment did not go through. This occurred on three separate occasions. The company has poor customer service and for being well-educated 'lawyers', I felt like I was dealing with unprofessional people. Very disappointed. I will just deal with the IRS instead. I have paid $995 for services that I have yet to receive, and with getting threatening emails and basically using scare tactics with me, I do not feel this company deserves any more of my money.

Desired Settlement: I would like a full refund of what I have paid thus far, $995.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to discuss their concerns outlined in the complaint. The client has confirmed they are satisfied with the outcome.

 

RESPONSE -

Optima Tax’s management reached out to the client to address their concerns as outlined in the complaint. The client had referenced that he received berating emails about his payment he failed to make to Optima Tax for services rendered. Like any service, if a payment is not made as agreed upon per the signed agreement, the provider as the right to cease their services due to non-payment. The emails that were sent to the client were apologetic but stressed urgency to reschedule the payment so we can implement our stay of protection. Optima Tax has a two Phase approach. Phase I being the Investigation and Phase II being the Resolution. Optima Tax went as far as including the remaining balance of the Investigation Retainer into the Resolution Retainer so we can continue working his case as outlined in the agreement. Although the client is fully aware of our efforts they decided to work with the IRS directly.

 

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. Optima Tax

believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you.

9/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/14/2014 I contracted with Optima Tax Relief (OTR) to resolve issues with the IRS concerning delinquent taxes. OTR was given $,1500.00 to start the process and was to be paid a total of $3,000.00 in all. Client Agreement and Payment Authorization was signed and I thought that OTR was working my case. On July 01, 2014, $968.49 of my retirement payment was levied by the IRS and again on August 01, 2014, another payment for the same amount was levied. OTR has failed to deliver on any of there agreed promises, one being able to stop IRS levies. I wish to have monies paid to OTR returned.

Desired Settlement: I wish monies paid by credit card returned and a negative statement placed on there record with the Better Business Bureau for non-performance.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to discuss his concerns outlined in the complaint. Although there was some confusion regarding Optima Tax’s services, Optima Tax was successful in releasing the client’s levy and he has decided to continue with our services.

 

RESPONSE -

Optima Tax’s management reached out to the client to address the concerns as outlined in the complaint. We have discussed in detail with the client the actions Optima Tax took once we were notified of the impending levy. The client notified one of our agents on July 2, 2014 that the IRS levied his personal account and on July 7, 2014 Optima Tax successfully negotiated the release of the levy. However, per the IRS protocol it takes 30 days to take effect. Due to the IRS’s policy the client unfortunately received another levy prompting the client to file a complaint. Currently, Optima Tax’s team is taking action on his case to assure that the best possible resolution is reached.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: OptimaTax Relief made claims of being able to reduce my tax liability down by at least 50% to 60% of the amount owed. As part of the service, OptimaTax prepares any current and previous tax returns - both federal and state - because the law requires the individual to be current on all tax forms prior to entering into a settlement agreement. OptimaTax did prepare my taxes, however, I did learn after the fact that OptimaTax did not sign the tax form as required by IRS regulations and OptimaTax failed to prepare/file the State tax return. The services discussed by OptimaTax included both Federal and State returns. As a result of OptimaTax's failure to include the State tax return, I am now in a situation that has resulted in me not knowing the 2011 State return was not filed (an extension was noted by the State) which is preventing me from submitting an amended return as well as requesting any waiver of penalties and fees. In addition, I had to file an amended return for the 2011 federal tax due to very significant errors where the incomes were reported incorrectly, which resulted in a significantly higher tax liability that originally reported. This major inaccuracy was discovered by a different firm that reviewed prior tax years and during the review of 2011 noticed the inaccuracies in both the income and OptimaTax not signing the return as the preparer.

Desired Settlement: As a result of OptimaTax Relief's major errors on the federal tax return and not completing or filing a state return, which was in opposition to what OptimaTax Relief's claims are, as well as the fees I incurred to review and file an amended return, late filling penalties paid due to the state due to OptimaTax Relief not filing a state return, and fees associated with hiring a tax professional to complete and file the 2011 tax return, I am asking as part of the settlement OptimaTax Relief refund to me the $5000 paid to OptimaTax.

Business Response:

SUMMARY -

Optima Tax's management had made contact with the client upon receiving their Better Business Bureau complaint. Optima Tax educated the client as to what our strategy was regarding their 2011 tax returns and he confirmed that he is satisfied with the outcome.

 

RESPONSE -

Optima Tax’s management reached out to the client to address their concerns as outlined in the complaint. When filing a tax return there are many factors that Optima Tax’s tax preparation team takes into consideration when it comes to what it believes as certain allowable write-offs. Optima Tax’s strategy and the reason why the client’s returns were filed without including his business expenses were with the intention to hopefully prevent any potential audits in the future for the client. Although the client should have the final say, Optima Tax deemed it to be in the best interest of the client’s to not include his business expenses based on the Company’s interpretation of the IRS tax laws. Once we educated the client on our strategy we came to a final conclusion regarding his refund request and the client is satisfied with the end result.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

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.  Optima Tax did refund a majority of the fee as a result of two important issues that were the basis for the complaint:

1) Business expenses. While Optima may have instituted policies around notification of the risk business expenses can pose from an audit perspective, in the present case I was not provided any such suggestion, comment, or given the opportunity to either accept or decline the suggestion.

2) Self-prepared. The IRS regulations are very clear, and have been clear for many, many years, that if anyone other than the tax filer themselves prepares the tax return, the individual or organization preparing the tax return on behalf of the tax filer must complete the appropriate section on the tax return. In the present case, Optima failed to abide by the IRS requirement and, instead, placed Self-Prepared on the form.

Optima does realize the errors made and did resolve the matter by reaching an amicable solution.

Regards,

**** *******

7/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My initial contact with Optima Tax Relief was back in Sept. 2013 when I spoke to a ***** ********, she listened to what it was I was trying to do, explained to me the complete process that the firm would do in an effort to assist me, and sent me a contract quoting me $6,000.00 to resolve my issues with both State and Federal taxes completely. She informed me that they (Optima Tax Relief ) would require a $1000.00 retainers fee to initiate the process, I did not have enough saved at that time to begin the process so I did not sign the contract. I then made a second attempt in January 2014 to contact ***** to begin the process when I was then contacted by ******* ******** who then informed me that she would be taking care of my account. She told me that she could not locate my original contract and resent me another one, this time though she told me that she could not give me an exact quote on what they (Optima Tax Relief ) would charge me to take on my case and bring it to final resolution (for both State and Federal taxes). I have since tried to open up my primary contract which ***** sent me, but Optima Tax Relief has blocked my access, I made the initial $1000.00 payment by allowing Optima Tax Relief to debit my bank account and since then ****** has informed me that the fee is now $11,000.00 and that that cost would only be suffice to settle my Federal taxes and not my State taxes, However; when I initially contacted her she was clear to me in explaining that the retainers fee would be to inform me as to what it was that I was looking to settle with both the State of Illinois and the Federal IRS agencies. To date, Optima Tax Relief has only informed me as to what it is that I am looking to settle for the Federal portion of my taxes, I was contacted back in May by ****** and she then told me that she only wanted to pursue the settlement of the Federal Taxed due but needed additional funds in order to do so. She told me that the State tax settlement was going to be at an additional cost but would not state to me what that cost would be. She would only make reference to the Federal taxes. In our initial phone conversations, the one between ****** ******** and myself and the one between ***** ********, stated that they would contact the required tax agencies to get an exact sum owed to them. Yet ****** has not contacted me with the results of my State tax information. In our last conversation she e-mailed me and to let me know that it could be up to 10-days before she has an answer and it has been over a month and she is yet to contact me with the results. I have called her and she does not pick up the phone, I e-mailed her and she has not replied. In our last conversation, her only concern was with what it was I was going to pay for a service which she could not give me a fixed price on what it would cost me to finish the services for which I placed a down payment on.

Desired Settlement: I would like to speak to a manager at Optima Tax Relief and find out why I was able to be quoted one price for services, removed access from the original contract, quoted a second price (double the fee for the exact same services as before) and still have not received the service I was told I would get when I was assured that I would be attended to when I agreed to pay the initial down payment.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to discuss his concerns outlined in the complaint. The client is requesting that we continue moving forward as outlined in the agreement and Optima Tax has agreed to continue servicing the file

 

RESPONSE -

Optima Tax’s management reached out to the client who currently resides in *****. Although communication has not been an issue through email, understanding the client’s tax returns in Japanese has resulted in unusual delays while trying to achieve the proposed resolutions. We are working with the client directly to translate his Japanese tax returns into English, which should hopefully help in moving forward with his case. The client has been receptive to our strategy and agrees to continue working with Optima Tax.

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Business Response:

SUMMARY -

Optima Tax's management had already made its attempt to contact the client prior to receiving his complaint to clear up any misunderstanding regarding our services. Since receiving the complaint, Optima Tax has researched the client’s State matter and will be providing the results to the client directly.

 

RESPONSE -

Optima Tax’s management attempted to contact the client prior to receiving his complaint but unfortunately were unsuccessful. The client’s main source of contact is email. Without having a source to communicate with the client verbally renders our ability to work with the client directly. We have since established verbal communication and addressed the clients concerns accordingly. We will be providing the client with a complete breakdown of his State matter and educate the client on his options.

 

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. Optima Tax

believes it has addressed the client's concerns appropriately and considers the matter closed.

Please do not hesitate to contact Optima Tax with any questions. Thank you.

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I became a client of Optima Tax Relief (OTR) LLC in January, 2014. They asked me to fill out various paperwork (Income statements, past W-2's, etc.) and submit, which I did. I was told to expect a period of 'Radio Silence' while they reviewed my case, gathered all info and came up with a plan to best resolve my case. I kept sending various documents/questions but not getting responses. Finally, I do get a response that all my data has been entered into my file. About mid Mar, I became concerned due to lack of feedback. No replies. Again, I request status, no reply. In May, all of a sudden I received some tax returns with absolutely zero information included that I supplied for tax filings except my name and SSN, with me owing thousands of $$$. I call customer support and complained that I haven't received any correspondence and asked, “Why wasn't any of my supplied info utilized?” I then received correspondence requesting I fill out another form that nearly mirrored the one I initially supplied. I informed them the initial form has all of the info and to please use it. They also asked for a different type of foreign 'W'2' form because the ones supplied could not be deciphered. I had sent them clear cut examples of how to read the foreign 'W'2s'. I re-sent every bit of info that I had initially supplied and asked OTR to please use the data and complete my returns. All info or at least 95% had been supplied, twice. Yet, they still say they need this other form that contains the same data I have already supplied, via a different form. Now, it is Jun. I still haven't received anything. Now it is July and I STILL haven't received anything when they have all the data they need, except possibly some obscure info that may present itself that I have yet to provide. Oh, and now, they want 'UPDATED amounts I have in my bank accounts. I ask, ”what does that have to do with my past taxes that they are supposedly working on my behalf?” Except, possibly to see how much money the can collect by putting this off? I was initially quoted to have everything taken care of for under $3000. Since then, I was billed 23JAN for $995, 31MAR for $1000, 01MAY for $554, 01JUN for $554 and now, 03JUL for another $554. Total as of 03JULY=$3657. If my payments were good enough for work supposedly done prior to Jun, where are the results? Where is the resolution? Why am I being billed AGAIN with NOTHING to show for it their efforts? I’m seriously considering bringing this matter up to the State Bar of California. I DO NOT want to do this but, If I cannot get this resolved with the info I have supplied and service billed and paid for, I will have to rethink my options. In the meantime, I’m still on the hook with the IRS. My ONLY saving grace is there is no way I should owe any Federal taxes what-so-ever!

Desired Settlement: I want the job completed with the info I have supplied. If anything is missing from the data I have supplied that would benefit me, let me know and I will gather the info. I request only one competent person to begin my returns from beginning to completion. Stop passing the info to others. There is no continuity! Of note, the address supplied is my work mailing address. My actual Japanese mailing address is on file with OTR. Exact dates can only be derived from any email back and forth between me and OTR.

Business Response:

SUMMARY -

Optima Tax's management immediately reached out to the client to discuss his concerns outlined in the complaint. The client is requesting that we continue moving forward as outlined in the agreement and Optima Tax has agreed to continue servicing the file

 

RESPONSE -

Optima Tax’s management reached out to the client who currently resides in <st1:country-region w:st="on">Japan</st1:country-region>. Although communication has not been an issue through email, understanding the client’s tax returns in Japanese has resulted in unusual delays while trying to achieve the proposed resolutions. We are working with the client directly to translate his Japanese tax returns into English, which should hopefully help in moving forward with his case. The client has been receptive to our strategy and agrees to continue working with Optima Tax.

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

7/24/2014 Delivery Issues
7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They called my house at 7:43 AM to try to solicit business even though I'm on the Do Not Call list.

Business Response: After reviewing the complaint and thoroughly researching our data base, it does appear that 
Optima Tax received an online inquiry and request to contact *** ****** about our services 
regarding potential tax liability.

Optima Tax associates will not reach out to a potential client 
unless he or she submits an inquiry through our web portal and Optima Tax associates never 
solicited *** ****** prior to receiving the information online. Once *** ****** indicated that he 
was not interested in our services and requested that we remove him from our call list we 
complied to his request immediately. 
 
Based off our further internal review by our IT department, it appears that his information may 
have been maliciously submitted by another individual. We do not cold call and since we are not 
a telemarketing firm, we do not believe the Do Not Call Registry is applicable in this situation. 

Beyond the aforementioned, this person is not and has never been a client of ours. In light of this 
information, we respectfully request that this complaint not be published to the public and instead 
be removed entirely. We appreciate your attention to this and will anxiously await your response.

Consumer Response: Better Business Bureau:

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

If their internal review by their IT department concluded that this was done by a 3rd party, I want to know WHO that third party is, if they if fact did find one.

Regards,

***** ******


Business Response: We would like to follow up regarding *** ******’s rejection to our response regarding his submitted complaint. Unfortunately, there is no way of knowing who submitted his information. However, we understand his concern and are able to provide the following information in hopes to further satisfy *** ******’s request. We received the inbound lead at 5:32am Central Time on June 26, 2014 from an individual that went to ************************ The IP address of the computer that entered in *** ******’s information was **************. We did use an online tool to reverse search the IP address and it was able to track it back to a residential **** ****** account in ********** ****** *** Below is the lead information and data we were able to gather. LEAD CONFIRMATION DATA FOR SERVER: first_name: *****    last_name: ******    primary_phone: **********    email: *********************    unsecured_debt: 50000    state: CA    ipaddress: **************    timestamp: ********** ********    lead_type: Web Form    In_Ref_HTTP: ***************************    ref_source: Organic      General IP Information IP: ************** Decimal: ********** Hostname: *********************************** ISP: **** ****** ***** Organization: **** ****** ***** Services: None detected Type: Broadband Assignment: Dynamic IP Blacklist: Geolocation Information Country: ******************* **************** ***************************  State/Region: ********** City: ********** ***** Latitude: ******  **** *** ****** ** Longitude: *********  ***** ** ****** ** Area Code: *** Postal Code: ***** Again, in light of all the information we have provided, we respectfully request that this complaint not be published to the public but rather be removed as *** ****** has never been a client of ours. Furthermore, we have more than cooperated in providing information to help address *** ******** concerns. 

Consumer Response: I did NOT submit any information to any company for tax relief. I did NOT submit any information, or request for information/contact to Optima Tax Relief.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sold me services and took me down an emotional roller coaster ride and cost me additional costs that I could not afford, which they were well aware of because I have to disclose all my personal financial matters to them upfront. I could have used that money to pay the IRS directly! I have not once seen proof of any documentation from their supposed attorney that they had ever sent anything on my behalf to the IRS. If I hired them to represent me, I should have been copied on any correspondence with the IRS. I have now spent what money I did have after being told I qualified for an offer in compromise, and now my principal balance is still the same. Not even late fees and penalties could be negotiated or waived. Again, why did I pay additional $4k?? For what?I now have a baby on the way...and I need this handled immediately so I can make this right with the appropriate people. I do not want to continue doing business with a company that misrepresents their business offerings to the wrong people. I consider this business praying on the weak and desperate to gain a profit.

Desired Settlement: I am demanding a refund of the $3,995.00 that I paid to have a resolution handled with this company due to misrepresentation. I was told that after my initial $796 payment that I more than qualified for a resolution, but when in fact all this company did was file my taxes and provide me a payment plan, which I could have done myself.

Business Response:

SUMMARY -

Optima Tax's management had already made contact with the client regarding the concerns stated in her complaint prior to receiving the Better Business Bureau notification. *** *********** has indicated she is pleased with the outcome of that conversation and will continuing utilizing Optima Tax services to satisfy her overall tax liability.

 

RESPONSE -

Optima Tax’s Management made contact with the client regarding her claim and addressed all her questions accordingly. Unfortunately there was some miscommunication regarding our strategy to resolve her tax debt. Ms. Nordenstrom understands what we need from her as we continue to work on pursuing the best resolution we can achieve on her behalf.  Ms. Nordenstrom is a valued client and we look forward to continuing our work with her.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

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.  If they do not, I will contract BBB again to notify them.

Regards,

******* ***********

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Optima Tax Relief charged me 15K with a promise of reducing my IRS debt or eliminating it completely. The customer advisor had me submit forms and afterward called to tell me the HAPPY news of how their company could help. Well, it is a year later and none of the forms have been submitted to the IRS and they are saying I still owe the IRS LOTS of money and now with a year of penalty and fees associated. Optima had a case manager call me to tell me that I make too much money (after being out of work for two years which is why I would up in the situation to begin with) and I should not pay for my kids, let them all go to work and not school and reduce my rent. In order to pay the entire IRS debt. They were disrespectful, ignorant and irresponsible. I contacted the IRS and they had not received ANY of the forms and we have to start all over. They are a scam and should be shut down. My 15K should go to the IRS.

Desired Settlement: I want my 15K back. They did nothing to earn it except get me upset. The IRS never received any of their so-called negotiation paperwork. They did nothing!

Business Response:

Please note in reference to complaint number ******** ********** ****** Optima Tax’s management has reached out to Ms. ***** but unfortunately has had very little communication with the client regarding her concerns beyond the initial phone calls that were placed upon receiving the BBB complaint. Furthermore, we would like to note that Ms. *****’s proposed resolution services are fairly complex and it appears the client may not fully understand our strategy and the benefits behind it.

Unfortunately, the client has indicated she is not pleased with our proposed solution and feels as if we did not provide a service. However, upon review of her file, Optima Tax has worked her case as outlined in the Client Services Addendum and more importantly, stayed within the guidelines of the IRS to give her what we believe is the best possible resolution in hopes of being able to prevent the client from having to pull money from her retirement.

We will continue to make any and all efforts to assure the client receives the best possible outcome with our firm and encourage Ms. ***** to respond to our attempts to reach her so we can hopefully reach an amicable understanding. Communication is the key to our business relationship with our clients and we strive to uphold this philosophy. Please do not hesitate to contact Optima Tax with any questions. Thank you. 

5/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: advertisement that Optima Tax Relief runs I have a feeling that there are numerous victims falling prey to slick promises the ads portray.

Desired Settlement: Would like to see a BBB rating on Optima Tax Relief to allow the consumer to make a better choice who they do business with.

Consumer Response: Re: ID ******** This is to confirm that yes I did have a transaction with Optima Tax relief. Regard a copy of the advertisement I have no print advertisement I heard several commercials on the radio using celebrity spokesperson , **** ******, and that is how I was lead to use Optima Tax Relief.

Business Response:

SUMMARY -

Optima Tax's management had already resolved the client’s concerns prior to receiving the Better Business Bureau Notification. Mr. ******* has indicated that he is pleased with Optima Tax with regards to his claims and refund inquiry.

 

RESPONSE -

Optima Tax’s Management made contact with the client regarding his concerns prior to receiving the Better Business notice and clarified with Mr. ******* that our advertisement is in no way misleading, to which he agreed. Our advertisements specifically disclaim that we cannot promise or guarantee a certain result or outcome but will work to achieve the best results possible.  Additionally, Optima Tax incorporates and reiterates these disclaimers throughout the enrollment process. After discussing our program and advertisement in detail with Mr. *******, he recognized that he may have been premature in filing a complaint with the Better Business Bureau.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

 

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,

***** *******

5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe Optima Tax Relief misrepresented themselves in my case. I chose to use their services after seeing a TV ad stating that they had helped many people with tax issues using their highly qualified and trained tax lawyers. I explained that I had been making payments for many years to the IRS, but that my husband had recently taken his life and had left me with a life insurance policy that would be paid out soon. I was curious as to whether this would affect their being able to make an offer and compromise for me. I was encouraged and told that they could still help me. Six months later and after they had taken their cut (over 3200.00) I was told they could not make an offer for me because of the money deposited into my account (from the policy). The only thing they did was get the case put into a non-collectable status, which still accrues penalties and fees. I am worse off now than when I began this ordeal. I do not understand how a company that has been doing this for years and who have such "sharp" lawyers, could not know the answer to the question I put forth in my first encounter I had with them. I was under the impression that the government could not touch life insurance money and Optima apparently did not know the answer to this either. Really??! I am a widow on SSI benefits, with a small part-time job, just trying to get by. I am appalled at the unethical tactics of this company and will continue to contact anyone and everyone who will listen to my complaint. Next in line: the Attorney General, Consumer Affairs, Federal Trade Commission and Kurtis on Channel 13. I only wanted the truth, all they wanted was my money. Shame on them. Thank you for your time.

Desired Settlement: I do not believe they earned the money they extracted from me and would like a full refund returned to me immediately, as it will all have to go to the payment due the IRS.

Business Response:

SUMMARY -

Optima Tax's management has contacted the client and this matter is resolved. Ms. ******** has indicated that she is pleased with Optima Tax with regards to her refund inquiry.

 

RESPONSE -

Optima Tax’s Management made contact with the client regarding her concerns upon receiving the Better Business Bureau notification. Optima Tax’s program is broken down into two phases, an Investigation Phase and the Resolution Phase. Optima Tax not only conducted a thorough investigation on the client’s case but was also able to successfully achieve a favorable resolution. Unfortunately, and as the client indicated in her posting, she experienced some frustrations with the program, which we were disappointed to hear about.  Although Optima Tax presented various possible options prior to the Resolution Phase being initiated; ultimately there were complications that prevented Optima from achieving her desired end result. To clarify, Ms. ********’s comment in her BBB posting, the reason behind Optima Tax not being able to achieve her desired result was not a result of the client receiving a life insurance policy but rather how the funds were handled thereafter. However, after discussing the case in detail with Ms. ********, she confirmed that she understands why Optima Tax obtained the end result we did and is satisfied with the outcome.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

5/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called optima tax relief because I owed thousands to the IRS. They explained their program and promised me I would be very satisfied with the service. After forking over 3000.00 optima did nothing to reduce my taxes they simply set me up on a payment plan.. I could have done that myself and paid the 3000 I paid them toward my taxes. After setting me up on payments they dropped me as a client. Will never recommend this company to anyone, they are thieves.

Desired Settlement: A refund of at least half of the 3000.00 that I paid

Business Response:

SUMMARY -

Optima Tax's management has contacted the client and this matter is resolved. Ms. ****** has indicated that she is pleased with Optima Tax with regards to her refund inquiry.

 

RESPONSE -

Optima Tax’s Management made contact with the client regarding her concerns upon receiving the Better Business Bureau notification. Optima Tax’s program is broken down into two phases, an Investigation Phase and the Resolution Phase. Optima Tax not only conducted a thorough investigation on the client’s case but was also able to successfully achieve the resolutions that were presented to her. Unfortunately, and as the client indicated in her posting, she experienced some frustrations with the program, which we were disappointed to hear about. However, after discussing the case in detail with Ms. ****** she has a clear understanding how Optima Tax achieved the end result of her case as well as being satisfied that her complaint to the Better Business Bureau was acknowledged by the Company.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I first contacted Optima in November 2012. We were told that we had an excellent chance of an Offer in Compromise being accepted, and that they had our case early enough to prevent both a levy and a lien. They also said they would handle the City and State back taxes. We paid them $9,000 and trusted them to take care of everything. After several months and many reassurances that the city and state were being handled, we received a letter from the city stating that we had been sent several notices and a suit may be filed against us. At that point Optima told us that they only handle Federal taxes and we were on our own for both city and state. Optima requested that we send the same personal information many times, and despite our prompt responses both a levy and lien were placed against us. Throughout this entire drawn out process our contact person was terrible at returning phone calls, and would emailing responses instead, but not answer all of our questions. Once, after sending the latest requested info, we waited 2 weeks for a response and then called. Our case manager lied about calling us back, then admitted she didn't call, and said she couldn't open the files we sent. After they finally submitted our offer, the IRS said we needed separate offers for filing single and filing married (our offer included 5 years, 2 of which were were married). We had to pay to overnight the new offers back to Optima, and then the next day we had to pay to overnight a check for the additional application fee. I think a knowledgable, organized company could have prevented the need for both of those events. The entire process took 16 months to be resolved, much longer than the advertised 6 to 9 months. I believe that if the company was working on our case in a timely manner it could have been resolved much faster. The final outcome in February 2014 ended up being positive, but the way we were treated by the company caused much undue stress and time.

Desired Settlement: Based on our service experience, I would like a partial refund of $1,000. This will compensate for the unnecessary stress caused by the company and the extra time required to send the same information multiple times, and to call for updates to make sure they were actually making progress with our case.

Business Response:

SUMMARY -

Optima Tax's management has contacted the client and this matter is resolved. Ms. ***** has indicated that she is pleased with Optima Tax with regards to her refund inquiry.

 

RESPONSE -

Optima Tax’s Management made contact with the client regarding her concerns upon receiving the Better Business Bureau notification. Optima Tax’s program is broken down into two phases, an Investigation Phase and the Resolution Phase. Optima Tax not only conducted a thorough investigation on the client’s case but was also able to successfully achieve the resolutions that were presented to her. Unfortunately, and as the client indicated in her posting, she experienced some frustrations with the program, which we were disappointed to hear about. However, after discussing the case in detail with Ms. ***** she confirmed that she is 100% satisfied with the end result of her resolution as well as being satisfied that her complaint to the Better Business Bureau was acknowledged by the Company.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

I have been contacted by the company, and promised the requested adjustment. The message from you said to let you know immediately if this happen, but I could not find any other email contact beside this one, so please let me know if I need to send this to a different address.
Thanks,
****** *****

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hired Optima in the summer of 2013, after giving them the intial 995.00 required, we then gave them 1200.00 down and have been paying 266.50 every 2 weeks for the past 7 1/2 months. Total paid was $6990.00, our case went no where for 8 months. We were promised Optima was protecting us from IRS collections by their own reps (no longer there from what im told), that they were working to resolve our case, that we were going to be very happy with the outcome. After pressing for some answers in February finally this year after going no where , we were told, "Sorry, we are not going to be abe to get you an offer with the IRS" due to your income level. They knew this 8 months ago, your just now telling us 8 months later that we dont qualify? Convenient since we were down to the last 2 payments on our account. They told me I was welcome to speak to the IRS myself! I thought that what I paid them to do. After I called the IRS myself I was able to in 2 days and 5 hours on the phone with the IRS , resolve my case amicably with the IRS. I feel ashamed that I trusted this company and what they were telling us. The IRS told us no payment plan was in place and that they had received a few calls and letters from Optima was all. I feel that we are owed back 3/4 of what was paid to them. That a refund to us of 4660.00. Its been 8 months and they didnt resolve anything, I was left to do it. Calls were not returned timely and most correspondence was me calling them. Each time was,,,it takes time to resolve and they were telling me another 6 months for resolotion when their own site says 6-9 mothsto resolve. I resolved in 2 days! I feel lied to, and money taken fraudulently for services not provided. I want a partial refund of 4660.00 on my case. Thank you ****** *******

Desired Settlement: Refund of 3/4 of what was paid. 4660.00 due to services not provided.

Business Response:

SUMMARY -

Optima Tax's management has contacted the client and this matter is resolved. Ms. ******* has indicated that she is pleased with Optima Tax with regards to their refund inquiry.

 

RESPONSE -

Optima Tax’s Management was already in contact with the client regarding their concerns upon receiving the Better Business Bureau notification. Optima Tax’s program is broken down into two phases, an Investigation Phase and the Resolution Phase. Optima Tax conducted a thorough investigation on the client’s case and concluded that the client may qualify for multiple resolutions, which Optima Tax did pursue resolutions that were presented to her. Unfortunately, and as the client indicated in her posting, during the course of her Resolution Phase it was determined that the client’s income was too high to negotiate a reduction. However, Optima Tax was in the process and using its efforts to set the client up on an affordable payment plan. As a good faith gesture and without admitting any wrong doing, Optima Tax provided the client with a partial refund of her fees.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Optima Tax Relief (OTR) after receiving a Notice of Deficiency from the IRS and seeing their TV commercial which they advertised a Fresh Start Initiative program being offered by the IRS. I told the OTR rep how I had become delinquent in my taxes, the attempts that I had made to resolve the issue and my concern because I was now unemployed receiving unemployment benefits. He said that he understood and that now was a good time to clear the matter up since I was unemployed with limited income. He said that they would deal with the IRS for me and on many occasions their clients have often ended up paying zero taxes. He said not to worry that they would work with me and I could make affordable monthly payments to pay off the balance that I owed them overtime. I told him that I would get back to him. In the interim, he kept sending me emails. When I had saved up the money they requested ($995) to handle my concerns, I contacted them again.OTR called me after their 15 day money back guarantee had expired prior to that they hadnt asked me for any of my tax information. They said they needed more money ($2575) to continue handling my case with the IRS and that I could make 5 monthly payments of $515. I told the rep that I couldnt afford that amount right now and that I wasnt sure how much I could afford because I hadnt got a response from the unemployment office regarding an inquiry to my unemployment. He told me to sign the agreement anyway that way I could still be protected from the IRS and get back with him as soon as possible.After hearing the unemployment office, I contacted OTR and told them that I only received $1800 a month in unemployment benefits and that my living expenses had recently changed and my monthly rent had increased to $920. I told him that I would like to continue with OTR and I offered to compromise and start paying them $250 per month immediately. He told me to write a detailed letter of hardship with proof of my income and rent and they would work something out. I submitted the letter of hardship with documentation as requested and after a week or so had passed and not hearing anything from OTR, I called them to inquire about their decision. I called 3 days in a row talking to several different reps because the one I needed to talk with was always on another line talking to someone else. I asked was there anyone else who could help me. They said no and they would give him the message. I left voice message after voice message for the rep to give me a return call for 3 days in a row. Finally, I sent an email and the OTR rep returned my call stating that he had received my previous messages but that he had been busy.He told me that they did receive my letter and the lowest monthly payment they could accept was $376 per month. I asked him what was the Fresh Start Initiative program and he said that it wasnt actually a program offered by the IRS but that was OTRs way of stating that now is the most favorable time to clear up past tax debt. I told him that I still couldnt afford the $376 they requested and asked him did anyone actually read the letter and supporting documents that I submitted. Again, I offered to pay $250 per month. He said that $376 was the lowest that they could go and besides they had to pay their tax attorneys and how did he know that they would get their money from me? I reminded him that OTR was well aware of my employment situation when I originally contracted with them that I had replied to all of their requests for information and supporting documentation that they had promised to work with me in regards to affordable monthly payments and that I felt that OTR hadnt lived up to our agreement because I had no new information now than that I wasnt already aware of, I still had no satisfactory resolution regarding my tax situation and I actually am now in a worse situation than before I contacted OTR to handle and resolve my tax situation because I just received an Intent to Levy letter from the IRS. I feel that if OTR hadnt wasted so much time I would never have been in this position and even if I had I would have representation and not have to deal with it on my own. I told the rep based on this, I wanted a full refund ($995) of the monies that I had entrusted to OTR to resolve this matter. I told him that I desperately needed those funds because I had given OTR all of my emergency savings and needed to find someone who could help me resolve the matter which had now become critical. The OTR rep said that I needed to talk with quality control and abruptly hung the phone up in my face.I called back and asked for their quality control department. I was then transferred to OTR rep 1 after telling in her my concerns she told me another rep, OTR rep 2, would give me a call because she wasnt trained in giving refunds. The next evening rep 2 called me back when I told him what happened and again requested a refund, he told me that I had to fill out a refund request and write a detailed statement of what happened and another rep, OTR rep 3, would call me back with their response after 48 hours. I again stressed the urgency to him and also in the detailed letter because I now had only a few days to respond to the Intent to Levy letter from the IRS/After 2 days, I hadnt heard anything from OTR so I called them back and asked for rep 4. He offered me a compromise which was what I had originally proposed a few weeks and OTR reps ago of $250 monthly payments plus a $700 discount on the balance due.

Desired Settlement: I am requesting a full refund ($995) because I still have no resolution to my tax situation and I am now in a worse condition than before I contacted Optima Tax Relief (OTR). i think that of OTR had provided the services I contracted with them I would have never received the intent to levy letter or at least they would be resolving the matter. I have lost valuable time dealing with this matter through OTR and I have to seek help from a different tax attorney now.

Business Response:

SUMMARY -

Optima Tax's management has contacted the client and this matter is resolved. Mr. **** has indicated that he is pleased with Optima Tax with regards to his refund inquiry.

 

RESPONSE -

Optima Tax’s Management was already in contact with the client and working to address the client’s concerns prior to receiving the Better Business Bureau notification. Optima Tax’s program is broken down into two phases, an Investigation Phase and the Resolution Phase, which is described in the Client Services Agreement. Optima Tax conducted a thorough investigation on the client’s case and concluded that there were multiple resolutions that may apply to the client’s unresolved tax situation. Unfortunately, the client did not feel it was feasible to move forward with the Resolution Phase based on how it was structured. Prior to the BBB complaint, Management had presented all possible resolutions to the client and made several attempts to accommodate the client, however; the client felt that it would be in his best interest to go another route to resolve his current tax matter. As a good faith gesture and without admitting any wrong doing, Optima Tax provided the client with a partial refund of his fees.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response: Better Business Bureau:

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

OTR forced me into a compromise that I was not in agreement with but because they had tied my money up with red tape for months, I felt I needed to settle so that I could retrieve some of my money to get the unsolved tax situation resolved. OTR was well aware of the fact that I was in dire straits and needed money. While it is important for a company to return a profit, it’s even more important that they earn one. Nowadays, many companies pride themselves and talk “good customer service” but actions speak louder than words. At the end of the day, I feel like I’ve been robbed and if you’ve ever been robbed before you know that is not a good feeling.

Regards,

****** ****

Business Response:

We are disappointed to receive Mr. ****’ latest response as Optima Tax has tried on multiple occasions to address Mr. ****’ concerns and have gone so far to propose several accommodations to assist him.

While we understand that when Mr. **** was initially presented with an approved refund, he indicated that he was less than happy with Optima Tax’s decision; however, upon being sent an itemized breakdown detailing the work Optima Tax performed during the initial investigation, Mr. **** then reached out to our Executive Relations Manager and confirmed his acceptance of the refund. At no point did Optima Tax force Mr. **** to accept the approved refund. We understand and appreciate that Mr. **** is unemployed and may be in “dire straights” for money but it does not negate the fact that Optima Tax performed its contractual obligations that Mr. **** engaged Optima Tax to perform. Furthermore, Optima Tax proposed on multiple occasions options to Mr. **** to help address the affordability of the proposed resolution program so most importantly, Optima Tax could help the client with his current tax liability. Mr. **** ultimately decided to not move forward with any of the presented options. Optima Tax did everything in its power to assist the client, which in the end included a generous refund. Optima Tax believes the refund that was issued on 1/14/2014 was more very fair and believed it to be an amicable parting. The client has not presented any evidence that Optima Tax did not perform the services as indicated in the Client Services Agreement.

Optima Tax values its clients and makes every effort to accommodate reasonable requests. Optima Tax felt it properly addressed Mr. ****’ concerns and at this point in time respectfully disagrees with his claims. 

Consumer Response:

Better Business Bureau:

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

I am not satisfied with the resolution because even though OTR offered several options to my tax solution, they ultimately still didn't resolve my tax issue in a satisfactory manner. I think that they didn't meet their contractural agreement because I contracted them to help solve my problem which was not done. I have since contracted a new company who had no problem accepting my monthly payment arrangements. In fact, I have only paid this new company $300 and they are in the midst of calculating my taxes. They have done more in 4 weeks than OTR did in 4 months and again I have only paid them $300. Also, OTR was only going to process my Federal tax returns and leave the State returns to me to handle. OTR was only going to process my returns for the years 2009 to 2012. This new company again has exceeded OTR in that they are processing both my Federal and State tax returns and bringing me into full compliance meaning they are processing both my Federal and State returns for the years 2009 to 2013. At the end of the day, I am completely satisfied with this new company. All my tax needs are being met which is all i wanted. In my humble opinion that's what I call good customer service.

Regards,

****** ****

Consumer Response: I have been in contact with Optima Tax Relief and all my concerns have been met. We have reached a final agreement. I am satisfied with the outcome. I would like to close my complaint. Also, I would like to thank the BBB for all of your efforts in helping me to resolve this situation. Nowadays when many business ethics and practices have gone askew, it's refreshing to know that the BBB still stands by the values for which you were originally founded. Again, thank you so much

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Initial salesperson promised to help with our tax situation. We explained everything to him. He set us up on a payment plan. No longer heard from him. Their tax preparation person took over to complete our 2012 tax return, which we did not ask them to do. After the tax return preparation, communication with the company was terrible. They did not help us with our back tax issues and could not get a straight answer from anyone there. They kept telling us that we could talk to their attorney handling the case but we never did. We finally went directly to the IRS and they told us that no one had contacted them regarding our issues. We have one or two payments left with them and I want to get our money back. We are having to work with the IRS ourselves now which we all know is a bigger issue.

Desired Settlement: I want the fees refunded. This has been a terrible experience and they have not lived up to their claims.

Business Response:

SUMMARY -

Optima Tax's management has contacted the client and this matter is resolved. Ms. ****** has indicated that she is pleased with Optima Tax with regards to her refund inquiry.

 

RESPONSE -

Optima Tax’s Management reached out to the client immediately upon receiving the Better Business Bureau notification to address the concerns mentioned in the complaint. Optima Tax’s program is broken down into two phases, an Investigation Phase and the Resolution Phase, which is described in the Client Services Agreement. Optima Tax conducted a thorough investigation on the client’s case and concluded that there were multiple resolutions that may apply to the client’s unresolved tax situation. Our client agreed to continue services with Optima Tax and pursue the resolutions presented to her. Due to some changes in her retirement plans, Optima Tax had to revise its’ original strategy, which Optima Tax believed was presented to the client in detail. Optima Tax’s staff was under the impression that the client understood and was in agreement with the changed strategy whereby Optima Tax would continue its resolution efforts upon notification of her retirement. Unfortunately, there seems to have been a misunderstanding regarding our strategy, which prompted the client to file a complaint. As a good faith gesture and without admitting any wrong doing, Optima Tax provided the client with a partial refund of her fees.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

Consumer Response:

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,

***** ******

2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After realizing I had neglected to file an extension for the tax year 2011 after having never missed a filing deadline before, I was truly shaken after finding out that my 1099 also incorrect, showing me owing more than 150 thousand in back taxes for one year. I went to optima tax appealing to the for some assistance to straighten it out. An initial fee of 995.00 for an "investigation" was required, which I paid. A month later having not received any emails from them with any information and no forms for me to fill out as they had promised, I finally called their office some 6 weeks later. I was told, **** ********, the man handling my account, would be given the message to call me back and that in the meantime, she herself would send me a packet. She did. I filled out income statements and some other information required of me ,and faxed them to their office with copies of any correspondence from the IRS and a revised 1099 showing the actual amount I had taken from my retirement account. This amount vastly differed from the incorrect form, making the amount I owed to the IRS much less than the amount originally thought. I decided to let optima handle it for me as they claimed in the beginning it would be roughly 2 to 3 thousand to do so. I waited to hear back from them and when I did, it was a very rude **** ********. He said, and I quote, "I understand you called and said "I NEEDED to call you so, what do you need"? I told him I needed an update on my account that I was quite anxious. Rudely, he said he would get back. He called a month later, he told me how I was likely going to lose everything I had unless, I paid them 12 thousand dollars to fix it. 15, if I wanted to make payments. He had not reviewed the revisions I sent him at all. He also told me the IRS could come to my door at any time and after I hesitated, he TOLD me, I was in trouble. I was frightened to the point of a hospital visit for chest pain. $995, for intimidation and zero work performed. Services not rendered.

Desired Settlement: I disputed this amount with my back and was refunded the money but, Optima is trying to recover the money once again. Further, I don't want anyone else frightened in this way again. Services were absolutely not rendered.

Business Response:

SUMMARY -

Optima Tax's management has contacted the client and this matter is resolved. Ms. ********* has indicated that she is pleased with Optima Tax with regards to her refund inquiry.

 

RESPONSE -

Optima Tax’s Management was already in contact with the client in an attempt to address the client’s concerns prior to receiving the Better Business Bureau notification. Optima Tax’s program is broken down into two phases, an Investigation Phase and the Resolution Phase, which is described in the Client Services Agreement. Optima Tax conducted a thorough investigation on the client’s case and concluded that there were multiple resolutions that may apply to the client’s unresolved tax situation. Unfortunately, the client did not feel it was feasible to move forward with the Resolution Phase based on how it was structured. Prior to the BBB complaint, Management had presented all possible resolutions to the client, however; the client felt that it would be in her best interest to go another route to resolve her current tax matter. As a good faith gesture and without admitting any wrong doing, Optima Tax agreed to not dispute her charge back filed with her bank.

 

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. Optima Tax believes it has addressed the client's concerns appropriately and considers the matter closed. Please do not hesitate to contact Optima Tax with any questions. Thank you.

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