Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a business in March of this year. The company had been using this Accountant for years for our accounting needs and yearly taxes. As well as our payroll and our Quarterly Employee Taxes.Ultimately, after 3 months I still have yet to have a phone call returned. They directed me via email to speak to a woman named *********************** who handled our QB Financial Bookkeeping. This was the primary reason I needed to speak to someone so promptly. Our file seemed to have erased pertinent information so I couldn't begin using it until we recovered or inputted it all again. I allowed days to pass, typically would even allow another week for a response before following back up to articulate the urgency, and STILL would not hear back from her.She missed 2 scheduled phone appointments so I emailed the other contacts I had seeking immediate guidence or to give me a better point of contact. *** Kandefer ultimately agreed to finally call me Tuesday the 13th but on Monday I recieved a call from his assistant telling me "We are not accepting new clients."I explained to that person that I am not a new client and they have an obligation to return my scheduled call. I have been waiting for 3 months. If they weren't able to continue our account, that would have needed to be told me upon my initial introduction to them in March. At this point, I need any/all information on the business relating to all previous years filings so my new accountant will have the needed information to complete our taxes this year. As well as the Payroll information needed to complete this quarters tax.Lastly, I recieved a bill for $450 claiming that was their monthly fee for processing payroll.I requested proof of this service fee because I have no record of the previous Owner's agreeing to this in any documentation nor when we first emailed in March was this explained to me. Had it been, I would not have continued using them for Payroll. I need the information requested asap. Please help.

  Business Response

  Date: 06/22/2023

  Here is our compiled response to the Customer Complaint:
  
  Concerning our responsiveness to her inquiries, email is always our preferred method of contact over voice as it is a more accurate method of maintaining information and, for example, provides us with a well-documented response to these complaints. It is difficult to be blamed for missing phone calls to her cell phone when her voicemail account is not set up. Two of our independent contractors had contact with her via email after she contacted them on their business email address instead of my email address. They emailed her that she should contact me at my email address. I am listing a timestamp record of emailsE and responsesR that prove the promptness of our responses. March 20 at 11:09E, 1:16R, 3:31E, 3:39R, April 24 at 1:43E, 4:09R, May 1 at 11:47E, May 4 at 2:55 R, 5:04 E, May 5 at 10:24R, 10:25R, May 18 at 3:06E, 4:41R. All emails from the customer received very prompt responses. There has been no additional charge for providing the service of providing some answers for her questions. A request for me to finally call her Tuesday the 13th was the first request to do so, even though our independent contractor informed her to call me sooner.

  
  Concerning her request to provide accounting and payroll services, we never assume that when a business is purchased from one of our clients that the new owner will automatically become our client. In fact, based upon my past experience, new owners are less likely to use our services. We are careful not to add new clients during our tax season as our support for current clients could be compromised. Regardless, our independent contractors provided payroll services in the meantime. She was also informed that we were willing to provide her continued payroll support through the end of second-quarter reporting. She was told via email that providing QB Financial Bookkeeping support was a separate service and there was no agreement made to provide it. Once I knew this was what she wanted, I had my assistant tell her I was not taking new clients.

  
  Concerning the handling of information, she was advised by our independent contractor that she should start new books as of 1/1/2023 and to just keep the old data file and financial data for historical purposes. She was informed to access prior tax returns and financial data from our former client and that we were willing to provide that for her, but only at their request.
  
  Having never received a complaint in 40 years from BBB, it is important for me to maintain a high level of integrity with the public. I want to know what BBB will write about concerning this issue. A continuation of frivolous complaints to avoid payment by this customer will result in possible legal action.

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they still have not obliged my request for the documents required.

  1. My company's 2022 tax return and any other years filings for my records.

  2. All Q1 and Q2 Employee Payroll/ Wages Documentation neccessary to complete this Quarters Employee Tax and our end of year taxes OR for them to complete our Q2 Employee Taxes.

  (This was something they offered and I think is best since they have all of the information and I willl be paying for this month of payroll service.)

  3. Updated bill for March, April, May, *** June payroll service fee so I can make final payment of $600.

  Sincerely,
  
  *********************************

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20190267
  
  I am rejecting this response because:

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they still have not obliged my request for the documents required.

  1. My company's 2022 tax return and any other years filings for my records.

  2. All Q1 and Q2 Employee Payroll/ Wages Documentation neccessary to complete this Quarters Employee Tax and our end of year taxes OR for them to complete our Q2 Employee Taxes.

  (This was something they offered and I think is best since they have all of the information and I willl be paying for this month of payroll service.)

  3. Updated bill for March, April, May, *** June payroll service fee so I can make final payment of $600.

  Sincerely,
  
  *********************************

  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/06/2023

  We have provided the requested documents including the prior year tax return by permission of prior owner. We will provide 2nd quarter payroll support as well.