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:06/17/2024

  Type:Product 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 contacted Tax Rise on Sept 21, 2023 and talked in ***************************. I was interested in finding more information about the *** Fresh Start program for back tax debt. I explained the situation to ***** and was told that they I should be able to qualify but they would not until they got me in the system and pulled my tax information. I was then directed to input my information into their portal and was assigned to *************************** who I did not get along with as I could never get in touch with her via phone. After inputting all my information I was handed off on January 2 for resolution. On February 29 I was sent a notice by *********************************** stating an installment agreement for $413 a month payment which was DOUBLE my original payment. I replied back the same day stating I do not accept this installment and I would not be able to pay this amount along with the $216 a month I was required to by to Tax Rise for their service. He sent an email on May 1st stated we could have a redetermination and gave a deadline on NUMEROUS documents by May 8. That same day I was transferred to *******************************. During this time I have paid three times on the new installment agreement which I NEVER accepted. So at the beginning of June I contacted the *** directly and found out that I did not need to hire Tax Rise to file the paperwork for me as this was a free service the *** offered and I had only to fill out the paperwork. It was also suggested that I contact the BBB to report them as the claims that they can reduce your taxes with their attorneys are not valid. I would like to cancel the contract with Tax Rise and get a refund on the amount I have paid them. Currently it is show on my credit the loan amount is $6,064.52 so cancel this debt and refund the amount I have paid which is $1,732.24

  

  Business Response

  Date: 06/24/2024

  I was able to locate ******************** case. I will be reaching out to her tomorrow 6/25/24 to answer any questions and address any concerns she may have. 

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair 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.

  Dec ************************************************************************* December of last year and it is still not done now they were to do seven years back. They ended up filing for two years and getting me my Covid money and then upon mailing the signature documents, they mailed them to the wrong address, and then due to my account manager quitting and it being lost in the system my paperwork took almost 6 weeks to get to me seven weeks to get to me and then once it was signed and returned it was too late from what Im being told to receive the Covid money that was a total of almost $1800 that I was going to get if they had not lost my documentation And since then they have still not completed the work and now Im being told this down to only one year return and its just getting worse and worse with dealing with this company they admitted their fault and sent me a refund of $200 out of the 700 I paid them but due to their negligence I lost The Covid money which is well over $1000 and I still cannot get the information I need to get the return. I originally filed for in December.

  

  Business Response

  Date: 06/20/2024

  After reviewing ******************** case we were contracted for filing the years 2017 and 2022. We were able to complete the filings for the year requested. **************** is requesting information for tax years that were not prepared by TaxRise. During filing of his returns **************** relocated states and his federal tax return was sent to his previous place of residence. We also informed **************** that he would need to contact the *** directly in order to reroute his federal tax return. We provided **************** the information he requested from the tax years that TaxRise completed. Out of customer satisfaction we also refunded **************** $200 as he mentioned in his complaint. At this time we have completed all services we were contracted for by ****************. 

  

  Business Response

  Date: 08/02/2024

  We understand Mr. ******* frustration, But to reiterate Mr. ****** hired us to perform a tax investigation to look into the last 7 years of his tax filing history and see what years had not been filed. After the investigation we found that the only unfiled years were for 2017 and 2022. We sent Mr. ****** the tax documents for him to sign off and had sent them to an address we had one file. After sending them to the correct address we were able to get his signatures for the documents. Once signed we sent them off to be reviewed and were eventually accepted by the IRS. Mr. ****** was expecting returns for those unfiled year and he spoke with our Quality Assurance supervisor on 4/24/24 who informed him that we could not change the address that the IRS had on file. Our representative recommended that Mr. ****** contact the IRS to ensure his anticipated returns for the years we filed (2017 and 2022) were sent to the correct address and provided him with a phone number to reach the correct department at the IRS. We apologized for the poor experience he had with us in terms of trying to reach us and gave him a courtesy refund of $200. In terms of the covid money Mr. ****** is speaking of we have no involvement with that as we only filed for the years 2017 and 2022. Again we ask that he contact with IRS to ensure that any monies owed to him are issued to him. 

  Customer Answer

  Date: 08/04/2024

  again how are you able to send the dishonest responses?

  your original said you were hired to do 2 years federal tax only, now you admit it was 7 years, still not including in your response it was federal and state. 
  Due to your firms performance after 4 months of bad performance I fired you from state returns. 
  

  The lies continue in this response as you state you sent the docs to the address on file attempting to ignore the attached email from your company and my immediate response listing the address. 
  Your documentation requested the address! I provided it immediately and subsequently your case manager quit working for your firm and my file was lost.

  your dishonesty is an affront to what a BBB high rating provides 

  Finally, again your lies are infuriating to me, Your ‘Covid specialist’ where brought into my hour long call with your team to review the IRS response and recommendations of your team.

  your team told me as I had received 0 Covid monies they had ran my information and was approved for $1,800 all 3 payments.

  Now to your lie, because of your delays in processing my accounts properly the Covid monies have lapsed to be applied for.

  Literally everything you have represented here has been a lie. 
  

  I am filing with other forms of enforcement as recommended by the BBB and attorneys.

  Taxrise acts as if they are blameless, when they have damaged me greatly and even though a low level manager immediately refunded what he could when my account was found and told me the account manager on my case had quit and why I fell through the cracks.

  Taxrise owes me my Covid monies if lost, and a completion of my original contract they were paid for as I still have not received my return! 8 months later!

  Taxrise actions alone caused all actions, and have lied about all interactions. 
  They cannot have any positive rating

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair 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 went to a free consultation on april 2nd and signed an agreement for service. I was told to call to cancel before payment and I did but I don't have proof of the call. i do have the contract that any case with delinquent payments for over 5 consecutive business days will result in immediate suspension. I have emails about past due for more than the 5 consecutive days. I attached the screen shots. I also called the next day and there is proof of that to cancel the service and request a refund. In writing by email to the company. I never filled out profile or logged into system to even start the process. Over 2 months later 375 is taken from my account. The account should have been suspended and authorization removed per the contract. I have called almost everyday for a week and am told I am not eligible for a refund from ******************************** his number is **********. The money took was rent money and now I'm facing eviction.

  

  Business Response

  Date: 06/18/2024

  I was able to get in contact with ******************** today to discuss her concerns. I explained that she wouldn't qualify for a refund per our policy but offered our client a courtesy refund via check. We will consider this complaint resolved per our conversation. 

  Customer Answer

  Date: 06/21/2024

  Im satisfied with the offer but would like to keep case open until check is actually received.  As of 6/21 check has not yet been received. When check is received I will immediately alert the BBB.

  

  Business Response

  Date: 06/26/2024

  ************************ courtesy refund is in transit and is expected to arrive sometime on 6/27/24. 

  Customer Answer

  Date: 06/30/2024

  
  Better Business Bureau:
  The refund has been issued as and received.
  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,
  
  *********************************
  
   
  

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair 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.

  My husband contracted with Tax Rise on May 22nd in order to get two years of past taxes (2022 and 2023) filed correctly with the addition of self-employment income. We needed this done as soon as possible in order to complete a mortgage application and closing on a house. He (****************) told his case manager (******************) about this deadline, and no one mentioned it being a problem to complete by that necessary deadline. Despite this, Tax Rise has not provided us with the documents needed by our underwriters in a timely fashion. We are also consistently getting the run-around when calling or emailing. ****** then wait on Tax Rise to actually do the work paid for, my husband has had to contact the *** himself to see if returns were filed on his behalf, set up a payment plan and request the documents Tax Rise has neglected to provide. Their contract says that clients have to reply "in a timely manner" and "submit all forms prepared by the Company as provided to the Client by the Company without any changes or alteration." However, we quite literally can not comply with our contract (because we haven't received ANY paperwork!) It's been almost a month, and we've received no direct information from Tax Rise. We want the documents that we paid for within the next ***** hours. This includes the 2022 and 2023 filings and returns, confirmation they were sent to the ***.

  

  Business Response

  Date: 06/18/2024

  Hello Ms. **********. I'm sorry you experienced some communication issues during your time with our company. After reviewing your case it looks like we were hired to file your 2018, 2021 and 2022 federal tax returns. 2023 was self prepared as we were not contracted to file for 2023. We were able to provide you with 2022 filing on 6/14/24.

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair 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.

  ON OCTOBER 2 2023 I HIRED TAXRISE TO HELP ME GET RID OR LOWER MY BACKTAXES THAT I OWED DUE TO MY ILLNESS I CAN NO LONGER KEEP MAKING PAYMENTS TO IRS I HAD 2 STROKES AND LOST 10 MONTHS OF WORK I HAD ALREADY HAD IRS PUT MY ACCOUNT ON PERMENT HOLD I NEEED TAXRISE TO GET THIS AMOUNT LOWERED OR FORGIVEN DUE TO MY ILLNESS I AM ONLY ABLE TO WORK PART TIME TAXRISE KNEW WHAT I ALREADY DID AND WHY I HIRED THEM A FEW MONTHS LATER TAXEISE CALLED ME THEY HAD CLEARED MY IRS TAXES I OWE NOTHING WELLI THANKED THEM MANY TIMES OVER I WAITED A MONTH THEN FILED MY TAXES TO FIND OUT TAXRISE DID NOTHING MY ACCOUNT WAS EXACTLY THE WAY IT WAS WHEN I HIRED THEM THEY TOOK ALL MY TAXES 3850 00 iI GALLED TAXRISE THEY COULD GIVE ME NO ANSWER TO WHAT HAPPENED I AM LOOKING FOR 350 THAT I PAID THEM AND 3850 IRS HAD TAKEN I NOW HAVE TO HIRE A DIFFERENT FIRM TO DO THIS WORK THE RIGHT WAY BEFORE I DO TAXES AGAIN NEXT YEAr ACOUNT ****** ******

  

  Business Response

  Date: 06/13/2024

  I was able to review ********************** case after receiving her complaint. The only services we were contracted for were tax investigation which we were able to complete. We were not contracted for any other services. While we did complete the services we were hired for we are more than happy to offer ****************** a courtesy refund. I tried reaching out to her via phone but was unable to reach her. I sent her an email in order to set up an appointment with her. Please reach out to us at your earliest convenience so we can resolve this matter accordingly. 

  Customer Answer

  Date: 07/15/2024

  hired tax rise to get rid of tax lein i already have a freeze due to illness had 2 strokes am now working full time after being out 10 months i hired them to have irs bill ellimated completely they assured they could atleast 52 percent off so i paid them ****** a few weeks later they called me that irs forgave me all my taxes three times i asked that means i owe them nothing they told me three times yes after thanking them about five times i filed my tax returns well they kept my returns saying that what tax rise told me was not so after calling them and not getting a return call i files with bbb i have not heard from bbb or tax rise three weeks later

  

  Business Response

  Date: 07/24/2024

  ****************** was able to speak with our ******* Assurance supervisor and they reviewed her case together. Our representative was able to explain that we informed ****************** that she was already on the best resolution through a CNC (currently non collectable status) and informed her we would not move forward with her as a client because of this. We informed ****************** that as long as she remains compliant with the *** she would remain on that resolution and her lability would eventually expire. We understand ****************** had experience some health complications which may have affected her remembering this conversation. We informed her that her debt had been resolved and could not assist her with getting the money the *** took from her return. We did offer to refund her retainer fee out of client satisfaction which she accepted. Per her conversation with our QA rep we consider this matter resolved.

   

  Customer Answer

  Date: 08/14/2024

  TAX RISE  WAS HIRED BY ME TO GET ALL MY TAXES ZEROED OUT I HAD TWO STROKES AND WAS OUT OF WORK FOR  TEN MONTHS  160 DOLLARS WEEKLY DISABILTY  I HAD PUT A FREEZE ON MY TAXES ALREADY  NEEDED TO CUT THEM DOWN IN HALF OR TO GET RID OF THEM  PAID THEM 350 DOLLARS  THEY SAID THEY COULD GET 52PERCENT  REDUCTION    OR MORE  PAID THEM   A FEW WEEKS LATER THEY CALLED ME TELLING ME THEY TOOK 100 PERCENT  OFF AND I DO NOT OWE THEM ANYTHING  QUESTIONED THEM 4 TIMEES I OWE THEM NOTHING     THEY TOLD ME YES YOU OWE THEM NOTHING  I THANKED HIM OVER AND OVER AGAIN   WAITED TWO WEEKS   THEN FILED MY TAX RETURNS 3700  IRS KEPT THE TAXES TELLING ME THEY DID NO SUCH THING  THERE IS A FREEZE ON MY ACCOUNT THAT I DID  NO REDUCTION   TAX RISE CHEATED ME AND LIED TO ME I WOULD NEVER HAVE FILED IF THIS WAS NOT RESOLVED     THANK YOU   SUSAN DEFALCO  ,THEY DID OFFER TO GIVE ME MY 350 BACK

• Initial Complaint

  Date:06/08/2024

  Type:Order 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.

  Almost two years and plus since I started the case. I was told by the business to be helped irs related tax issue. I was told my irs problem will be completely wiped out or reduced to near zero. We agreed me to pay 6 thousand . I did pay all the money from their side however basically nothing accomplished, I complained two three times my case is not handled properly case mangers were changed three times and we start freshly when every one leaves the person taking over knows nothing about it. I have given all and anything the ask from me but done nothing. IRS is asking me to pay it, my passport on freeze I cannot travel and cannot do my job. I could not go see my family in ****** sick family back home. The service they promised to accomplish is 100% failure. I now can deal with irs myself and I need my money back in full. I need BBB to help me on this.

  

  Business Response

  Date: 06/14/2024

  We made contact with **************** today regarding his concerns. We are actively working towards a solution and will be following up with him to further discuss his case. 

  Customer Answer

  Date: 06/14/2024

  I spoke with quality control department of tax rise and in our discussion it was same style of manipulation tactic they used previously. I should have asked a refund a year a go when they failed twice . With thier high turnaround of employees they trained them to use same tactics of we will get you a desired deal offer with irs and another year they will fire and hire other and promise you same. I have told the rep I am done with this tactic and he flipped I am trying to process your refund , two different promises. Therefore, they are saying actively working with me is just another deceptive word and trying to play around. 

   

  I am asking my money back, they have slept on my case more than two years. They have done nothing except empty promises and manipulation tactic with sweet talks.

   

  Thanks I had enough 

  

  Business Response

  Date: 06/24/2024

  **************** had the opportunity to speak with our QA rep. ** informed **************** that he signed up for our services in order to get him into the best resolution the *** will allow and are at the very end of this process. ** don't want to waste our clients time when his resolution determination is so close. ** understand he's going through a hardship which is even more reason he should consider completing his resolution determination. **************** is currently on track for approval for an offer in compromise (OIC).  If approved, it removes the tax balance, and you no longer have to worry about their tax liability as long as you remain compliant with the ***. ** asked **************** to please let us know how he would like to proceed so we can expedite this process and find him his resolution. 

  Customer Answer

  Date: 06/26/2024

  
  Better Business Bureau:
  I beli
  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,
  
  *******************************
  
   
  

• Initial Complaint

  Date:06/07/2024

  Type:Product 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 told the person to take the payment I needed a full month before they started fixing my taxes and they took my money on the first of the month that came up .and I told them to take it off the following month after the month they was told not to.and I filed a claim to stop payment due to the fact my daughter already had another program fixing my taxes and I ended up staying in the hos[ital due to lung cancer and when I get out and go home I come to find out you guys took ****** off my card and I m asking to be refunded for my money your people took from my card please.my taxes are done and I did not need your services on June ****** I called my card and spoke with someone thru the bank and I was told you people where gonna put it back on my card and today is the 7th day of June 2024 and it has not been back on my card and this is why I am filling a complaint with your company on the return of my ****** you people tooken off my card and have not refunded me,so I hope my money will be refunded and placed on my card.i live on my social security check and I have Rent that is due and have not been paid and I'm very sick with lung cancer fighting cancer at this moment and don't have much energy to be going thru any more problems to get my money refunded and put back on my card please and I thank you for taking time to receive my complaint. ********************************,*******,if for any reason I'm needed for more pertaining to this complaint feel free to call me ************.

  

  Business Response

  Date: 06/13/2024

  I spoke with ****************** today 6/13/24. We discussed her complaint and agreed upon a courtesy refund. We will consider this complaint resolved per our conversation. 

• Initial Complaint

  Date:06/07/2024

  Type:Product 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 contacted Tax Rise in March of 2024 to help eliminate/reduce/get help with a 5k+ debt that I owed the **** being very honest and clear up front. When I explained that I was set to receive a 10k+ refund this year (I completed my taxes BUT did not file them yet, at that time), I specifically asked if that would matter to thus case at all. I asked if the *** would take the money owed out of what I was expecting refunded (if I filed right away), and they said yes. I then asked if the money would be taken if I started through Tax Rise to try to resolve that debt, knowing I was set to receive a refund, and they said no - I was a prime candidate to get an absolute wipe of debt (they asked several questions to come up with a financial profile, and my financial profile showed I shouldn't even be able to live on my current income). So with the verbal promise of not having to worry about the full 5k debt amount, and the hopes given by tax rise, I went ahead and paid them for their services to begin helping reduce. At the end of 2ish weeks, I was told that they couldn't do anything because the refund I was expecting to receive when I filed taxes would cover my debt.I would have never paid for this service if I wouldn't have been lied to at the beginning. I am a single mother to 4 boys and can't afford to just blow nearly $400 for broken promises. I demand a refund of what I paid, and if not, plan to pursue legal action against tax rise so they cannot do this to others in the future.

  

  Business Response

  Date: 06/12/2024

  I contacted ****************** today 6/12/24 in regards to her complaint. We offered the client a refund and she accepted. We will consider this complaint resolved. 

• Initial Complaint

  Date:06/07/2024

  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.

  Tax rise charged me $3600 to make an interest free installment agreement with the **** which they never did and could not have because it is not legal.

  

  Business Response

  Date: 06/13/2024

  After reviewing ****************** case it seems she already spoke to our QA department. She spoke with a representative on 6/7/24 to discuss her issues. We sent out a refund check on 6/10/24 and according to the tracking information it should have arrived yesterday morning 6/12/24. We consider this complaint resolved. If **************** has not received her refund please reach out to us immediately so we can ensure it gets to her. 

• Initial Complaint

  Date:06/06/2024

  Type:Order 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 owed the *** 14k so I contacted Taxrise and explained my situation. I paid the $375 and they got back with me a couple weeks later and said they could get my total lowered since it was my 1st time owning the ***. 8 or 9 months go by and they finally had a resolution. At this point I owe 16k due to interest,they told me that the resolution was that they got me a payment plan for 236 a month...I told them I could've done that myself,not 1 time did these crooks ever tell me that there is a chance that my total would not be lowered. I told them that I need my money back since technically there was no resolution,a payment isn't a resolution. I could've done that my self and saved 5k. I get a letter from the *** about this resolution and it clearly states that all they did was put in a installment agreement application. These people are crooks and need to be put out of business. They sell dreams that turn into nightmares...I just want my money back because the job they claim they did was not done.

  

  Business Response

  Date: 06/12/2024

  After reviewing ********************** case we did find him the best resolution for him at the time which happened to be an installment agreement. I spoke with the client and due to him having a change in employment he may be eligible for a redetermination. We sent in his redetermination documents to see if he qualifies for a different resolution program.