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Business Profile

Taxes

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This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:28/04/2025

    Type:Billing Issues
    Status:
    ResolvedMore 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've been a client of YBL Accounting since 2021. They have prepared and filed my personal tax returns annually. The complexity of my tax situation has remained consistent. Last year, YBL prepared and filed my tax return for a fee of $439.57. This year, upon receiving my invoice, I was surprised to see the amount had increased to $879. I contacted YBL on April 10, to cancel the tax preparation service due to the unexpected price increase.

    YBL informed me that the higher fee was in part due to their omission of business expense billing the previous year, meaning the prior fee did not reflect the full cost. They stated they had attempted to communicate pricing model changes to clients to avoid confusion. YBL emphasized that as I signed an engagement letter and tax preparation was completed (I have not reviewed or signed the final return), I was obligated to pay the full amount.

    I indicated I was willing to pay an increased amount—last year's fee plus an additional 15% ($505.50)—YBL declined. Instead, they offered a 15% discount off the $879.00 invoice and later increased it to 20% ($677.10) on April 24. They advised that if payment was not received by April 25, the full original balance, plus applicable interest and recovery costs, would be sent to collections.

    Throughout this dispute, I raised concerns about the lack of transparent communication regarding pricing changes. Although they referenced "exciting updates" in a communication, it did not explicitly warn of any fee increases -it highlighted service improvements. No individualized quote was provided prior to preparing my taxes despite the substantial increase. Their online "Personal Tax Quote Calculator," referenced in their messaging, was difficult to locate and not clearly presented, making it challenging to anticipate costs. On April 26, I made a final proposal to YBL: to pay $620.37, reflecting the current pricing for a tax return of my complexity level, as understood when I signed the engagement letter.

    Business Response

    Date: 06/05/2025

    Hi ********,
    Thank you for your email and for providing us with the opportunity to address the complaint filed by our client. We have actively worked with the client to resolve the matter and would like to outline the steps we’ve taken to reach a fair and reasonable resolution. Our understanding from the client is that the matter is now resolved *** **** **** ** *********** ***** ********* - however, wanted you to be aware since they have not done so as of yet.

    We understand that the 2024 pricing updates and the inclusion of the ********** claim led to some confusion. This was presented to the client several times via email. We clarified that the 2024 invoice reflects a base price of $749 plus HST (13%), totaling $846.37. This includes preparation of the return and the ********** ******* claim, which was also filed in 2023 but not invoiced. Although that work was completed last year, we did not charge the client.
    To further clarify our efforts:
    In 2023, the client was charged $389, though the standard rate should have been $549. The ********** claim added value and was not billed, resulting in an additional refund of approximately $300 for the client. We did not seek to recover the difference.
    For 2024, the client signed our engagement agreement, submitted the required documents and authorized us to proceed. The work has since been completed in full, and the same claim again provided more than $300 in tax savings.
    Our updated pricing, which reflects general complexity and individual tax situations, was communicated in advance via email and supported with a link to a personalized quote calculator. Whether the client reviewed this information is outside our control.
    In light of the concerns raised and as a gesture of goodwill, we made the following offers:
    A 15% discount, bringing the total to $719.41
    A 20% discount, reducing the invoice to $677.10
    A final resolution offer of $650 (all-in), representing a $196.37 reduction or 23.2% overall


    The client has agreed to the final amount of $650, which we believe reflects the completed work and addresses the concerns raised.
    The return has been sent to the client and is currently with them for review. Once they sign and submit payment, we will proceed with filing and provide confirmation. The client has also indicated they will notify you soon after that.


    We believe this solution demonstrates transparency, fairness and a genuine effort to resolve the issue respectfully. We appreciate your support in closing this case.


    Sincerely,

    **** ******

    Customer Answer

    Date: 07/05/2025

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID *******.  YBL and I have been in touch and I have provided my feedback to them which I hope they consider for future communications to staff. We have agreed to meet midway with the pricing to resolve the matter. Please consider this matter resolved and closed. 



    Sincerely,



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

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