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:10/10/2025

  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.

  I paid this company $6000 to help resolve issues with the *** at over $50,000 in debt. They sold me on being able to reduce this, what i got in return is long delays to the point of the *** putting a levy on my accounts. I had to contact the *** and resolve this myself and have them lift the levy and come to a payment agreement. So i paid these people $6000 to do nothing for me in return but delay the process and have the *** back me into a corner where i and no options. The communication was horrible and they didnt return concerning phone calls or emails. Instead they essentially took my money and ran.

  Business Response

  Date: 10/13/2025

  Dear ****,
  We sincerely apologize for the frustration and inconvenience you experienced during your time working with us. Your concerns are absolutely valid, and it is never our intention to leave a client feeling unsupported especially during something as stressful as resolving IRS issues.
  We understand your disappointment with the delays and communication issues you've described, and we truly regret that your experience did not reflect the high standards we strive to uphold.
  Our records indicate that we had attempted to contact you regarding a resolution offer, but unfortunately were unable to connect. That said, we acknowledge that consistent communication is critical in situations like this, and we are reviewing your case internally to understand where we fell short.
  To help make things right, a representative from our *********************** team will be reaching out to you by phone shortly to discuss your concerns and explore possible next steps.
  Again, we apologize for the experience you've had. Your feedback is important, and we appreciate the opportunity to address it.

• Initial Complaint

  Date:09/04/2025

  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 engage Five Star July 31 and in completing a 2 hour consultation, entered into an agreement for them to ***resent me given my complicated tax matters with the **** I paid the very large fee and since then my contact that was assigned my case has been a ghost. I have left numerous voice messages, sent multiple emails and reached out to their 24/7 Support number as shown in their own website that promised someone outside of my assigned case *** would review and follow up immediately. To this day I have not had anyone to reach out with respect to my case and that outreach was 3 weeks ago to the Support line and now going on 1 month for specific outreach to my assigned contact for my case. This is concerning given the amount of money invested thus far and impeding issues in regards to my case that encompasses a deadline. This is not the level of service I would have expected to see from this company given their reviews and the attentiveness and willingness to assist me when initially discussing my case. Very disappointing and not at all the level of service I would have ever expected to see and did not ever imagine having to file a complaint with the BBB to get someone to simply call, email, text or something to get back to me about the status of my account and answering very valid questions I have concerning my case.

  Business Response

  Date: 09/05/2025

  Dear ******,
  We sincerely apologize for the frustration youve experienced and understand your concerns. We want to assure you that your case is very important to us. To move forward with the resolution process, we are still waiting on the documents we requested from you. Unfortunately, without those, we cannot complete the next steps with the IRS.
  Once we receive the required information, our team can proceed immediately.
  
  We regret the inconvenience and are committed to resolving your matter as quickly as possible.

• Initial Complaint

  Date:07/11/2025

  Type:Customer Service 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.

  During the month of May 2024, I was searching for a company to file my past taxes when I came across Five Star Tax Resolution on a web search. I contacted the company via phone. I explained my current situation, which involves failed attempts with bogus companies in the past, leading to the current problem. Spoke to **** ********* on 5/16/24 via phone and email, where he contacted the *** to get information regarding the status. He assured me that their company would file my taxes, both federal and state, and with their tax attorneys, offer a settlement/resolution/mediation for my taxes to prevent liens/levies against my property/wages. After paying for their services (between $9,000 and $10,000), I requested my receipts/contract, but they never responded. I find that they have multiple addresses/numbers that they used. I saved the document via the initial email with Mr. **** ********* of the agreement/contract.I couldn't recover the email/contract because of the format. I have been working with this company for a year, and they have never completed my taxes. I have been sending emails and calling, but they have not responded to either. I requested a hard copy of my files and receipts, but they have failed to provide it. I have spoken to several representatives dealing with this company: **** ******, Tax Manager, **** ****, ******* *******, ****** ******, and ********* **********. Due to their breach of contract and poor business practices, the *** placed a lien/levy on my properties. Spoke with ********* **********, who stated that the *** rejected 2023/2024 taxes related to PIN issue on my account. Now I am faced with finding someone else to refile my taxes. I'm spending additional money on services I've already paid for. I am facing a tremendous hardship. Five-star tax-fraudulent companies exploit people and their situations. Five Star Tax resolution company/associates need to be held responsible for their actions. I want to recover the money I spent.

  Business Response

  Date: 08/28/2025

  We take this matter very seriously and are truly sorry to hear about the challenges you have faced. It is never our intention for a client to feel misled or unsupported, especially when dealing with something as important and sensitive as tax resolution. We want to clarify that our team makes every effort to communicate transparently and assist clients throughout the tax resolution process, but we regret that your experience did not reflect that commitment. We understand the frustration and hardship this situation has caused, and we want to make it right. Our management team is currently reviewing your account and communications with the representatives mentioned to ensure a full and thorough understanding of what has occurred. We value the trust that clients place in us, and while we recognize we did not meet your expectations here, please know your feedback is being used to improve our processes so this type of situation does not happen again.

• Initial Complaint

  Date:06/26/2025

  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.

  I spoke with **** ********* and paid them $2000.00 dollars and they never called me back hasnt answered the phone and they said the person working on my case quit and a new person would be calling me and taking my information now they wont call back and the *** is saying that they will garnish my checks

  Business Response

  Date: 08/28/2025

  Thank you for bringing your concerns to our attention. Our firm takes client feedback seriously and each case is reviewed carefully by management to ensure it is being handled in accordance with our procedures. We understand your concerns regarding communication and your IRS status, and our management team will be reviewing your account to confirm the current standing. We remain committed to supporting our clients through the resolution process and ensuring that all matters are addressed appropriately.

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service 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.

  The person working on my case absolutely doesnt care if I get my case settled or not. Doesnt return emails or phone calls, and Im constantly calling to only get an answering service that says they will deliver the message. Ive been telling them for a month that I have until 6/21 to resubmit the application that they incorrectly submitted. Now the deadline has passed, and absolutely havent heard anything from them. The only thing they did well was collect my money. I want a full refund, and will seek counsel elsewhere

  Business Response

  Date: 08/28/2025

  We sincerely apologize for the experience you described and for the frustration caused. We understand how important it is to have timely communication and support, especially when there are deadlines involved.
  Our intention is never to make a client feel unheard or unsupported, and we take your feedback very seriously. We are currently reviewing your file to understand what went wrong and why your communications were not properly addressed.

• Initial Complaint

  Date:06/09/2025

  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.

  In December of 2024 I was contacted by the *** with "due funds" that I did not believe to be accurate. The *** themselves, provided a number to call for resolution. This is how I was connected with this firm. Five Start then charged my $1k to refile my taxes.I was told it was a simple issue and refiling would set the issue right. I also asked, specifically, if I needed to do anything to my 2024 tax returns in order to file them correctly. I was told 1) no (not true, and I had to call later to get a copy of the amended returns) and 2) not true, ALL of my refund was garnished and I was not forewarned of this - so now I'm out that too.The last communication I had was getting my amended tax return, that I requested, sent to me so I could do my 2024 taxes. Since then I have had NO communication. When I tried to reach out to Five Star and escalate the issue I have not received any responses. I have since been on the phone with the *** for multiple hours and now don't understand what is being done or what the status of anything is. As a firm, they company needs to be sure they are in regular contact with their clients and complete all work to the point of satisfaction, or at least clarity. This has been a completely unacceptable situation; I feel at the end of the day that I made a single mistake with the *** (literally checked the wrong box) and now I've paid for that mistake and am be charged for trying to correct that mistake.

  Business Response

  Date: 08/28/2025

  Thank you for bringing your concerns to our attention. We take all client feedback seriously and are committed to reviewing the details of your case thoroughly. Our goal is always to provide clear communication and support throughout the process. At this time, our management team is carefully reviewing your account to confirm the status of the work completed and to address the questions you have raised. We will be reaching out to you directly to provide an update and discuss the next steps toward resolution. We appreciate your patience as we work with you to clarify and resolve this matter.

• Initial Complaint

  Date:05/27/2025

  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.

  I contacted Five Star Tax Resolution in December 2024 to help me resolve my IRS taxes from 2022. Total owed was about $8000. They said they could help me and would charge me $2000. They didnt tell me upfront how much they could help me save but they put me on a monthly payment plan of $250. As part of the plan, they were supposed to complete my taxes for 2024. Well, they said they put in an extension, but have filed my 2024 taxes. But I have asked for copies of everything they have filed on my behalf with the *** and I have received nothing!!!Five Star Tax said they negotiated with the *** and was able to get the penalties removed and I would be put on a payment plan.The *** has been sending me letters saying that I need to start my payments, but Five Star Tax says not to send anything yet!!!With interest and penalties its over $9000 now and it looks like they were able to save me about $900 in penaltiesbut with their fee of $2000.they cost me more!!** ***** is my caseworker and ********* ********** and ****** **** have helped.Last contact from them was on May 7 when they said they filed my 2024 taxes But Ive sent emails asking for copies of everything and an update especially on my 2022 taxes And have not heard anything since May 7th!Can you help me? They have taken my money, but I have no proof that theyve done anything for me?I want them to finish the job, send me copies of everything they have filed in my name and if they cant do that, then they need to return my monies. And I would like a call back or an email update!Is this a reputable business?

  Business Response

  Date: 08/28/2025

  We appreciate the opportunity to address your concerns. Our firm provides tax resolution services that include working with the **** assisting with filings, and pursuing resolution options based on each clients circumstances. Outcomes are determined by *** guidelines and processes, and may vary depending on eligibility and requirements outside of our control. Our records indicate that work has been performed on your case, and our management team will be reviewing the account to ensure all next steps are clear. A representative will reach out to you directly to discuss the current status and address your concerns. We remain committed to supporting our clients and ensuring they have clarity on the resolution process.

• Initial Complaint

  Date:04/28/2025

  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 paid for tax resolution services with this company and was given a total tax debt that I did not agree with due to missing business expenses that did not appear to be considered in my filing. I reached out to my account manager ****** more than three (3) times and never received a response. I attempted to log back into the portal and my account was closed. I have received no outreach while trying to get an explanation for why my business liability was so high. Instead of receiving answers, the company (another employee) offered me to pay $15,000 to negotiate an inflated liability with the ***. No one is returning my outreach. Very disappointed with the service and I still need answers.

  Business Response

  Date: 08/28/2025

  Thank you for sharing your concerns. We take all client feedback seriously and are committed to reviewing each matter thoroughly. Our goal is always to provide clear communication and guidance throughout the tax resolution process. We have forwarded your comments to our management team for review, and they will be reaching out to you directly to go over your case details, confirm the status of your account, and address the questions you have regarding your liability and available resolution options.

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23253235
  
  I am rejecting this response because: It is a templated answer that does not directly address the complaint.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/05/2025

  Dear ******,
  Thank you for reaching out and sharing your concerns. We truly value your business and want to provide clarity regarding your case.
  You enrolled with our firm on February 7, 2025, for the preparation of your 2022, 2023, and 2024 tax returns. As part of this process, we sent you the required documents to complete so that we could accurately prepare your filings. After reviewing the information provided, we prepared your returns based on the documentation you submitted.
  We understand that you expressed concerns regarding missing business expenses. Please note that we requested the supporting documentation for those expenses on multiple occasions. Unfortunately, without receiving the required information, we were unable to include those deductions. Because the *** provided a filing deadline that we were obligated to meet, we had to complete the returns with the information that was available to us at the time.
  Since we did not receive the requested documentation and the deadline passed, we were required to close out your case and provide the completed returns based on the data you had submitted.

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23253235
  
  I am rejecting this response because: it does not fully address my complaint, which includes being provided with the incorrect copy of the return that was filed and the attempted extortion from one of the managers when i requested an accurate copy of the filed return in exchange for removal of negative feedback.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/19/2023

  Type:Sales and Advertising 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 hired this tax service to do about seven or eight years of not reported taxes they have charged me $2500. Theyve been horrible since the onset they do not return phone calls, and after I had to file the taxes that they prepared the *** is now sending them back to me as insufficient and lacking information I would like my money back and hire a company thats legitimate

  Business Response

  Date: 07/31/2023

  ******************* hired us to prepare his unfilled tax returns for the 2011-2018. Which we prepared and filed, client has been given all copies. The client is upset at the fact that he has a small balance due on some years owed and the processing of paper returns. We have no control of the *** processing of clients tax returns. To make the client happy, we proceeded to prepare 2020 and 2021 tax returns at no additional charge. Which we also provided copies to taxpayer. We also included the taxpayer advocate in the process to make sure all the assessments are correct. We have done everything to in our power to put the taxpayer in a better situation. Furthermore, we cannot be held responsible for the *** not processing tax returns that were submitted during the period of time which the *** has acknowledged problems with mail.   He is extremely difficult and have made multiple attempts to accommodate this client.  Our responsibilities have been fulfilled, and we have gone above and beyond the scope of the original contract, 

   

   

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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 hired Five Star to help with a tax issue over two years ago. They assured me that they would be able to help resolve the issue I had with the **** I paid them nearly $9k for their services and they were not able to do what they said. Now I am being ghosted. They do not answer my emails, nor return any of my phone calls. They are being completely unprofessional by not getting back to me and providing me the documentation I am requesting. I need to know what they sent to the *** if they even sent anything. It is absurd that companies like this take advantage of people that are struggling to survive. If they can't provide the information I am requesting then they should feel obligated to refund me some of my money that was wasted on them.

  Business Response

  Date: 03/16/2023

  To whom it may concern,
  
  I have been in communication with the Taxpayer, and we have fulfilled all agreed representation; the Taxpayer recently received information from the *** about the work we have completed; I have emailed the Taxpayer all correspondence requested, and they decided that our work was done and completed. They know the *** took a little longer than usual to approve their case. Nevertheless, we understand the Taxpayer's concerns and have addressed all issues.
  
  *********************
  Compliance Manager
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19552286
  
  I am rejecting this response because: I have not received all correspondence requested, and I never said their work was done and completed. The *** has not approved our case and I was told it would be another 16 to 20 weeks before I heard anything back from the ***.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/20/2023

  ****,
  
  The *** says it will be twelve to sixteen weeks because there is a moratorium on processing ERCs as of September 14, 2023. The *** did this because all of the fraud that ************** created popped up and, as a result, for fraudulent claims that were submitted.
  
  I understand you are frustrated. I also know that you contacted the ***, and the *** verified that the work we were contracted for was done.
  
  I know the *** has slowed down and is taking longer than expected to process submitted ERC claims before September 14, 2023.

  Customer Answer

  Date: 10/21/2023

   
  Complaint: 19552286
  
  I am rejecting this response because if I need to speak with someone at Fivestar in the future I'm hoping by having this still open then they will likely not ghost me again. I want this to stay open until my issue with the *** is resolved.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/08/2023

  To whom it may concern,
  
   I understand the client's concerns and would like to address them accordingly. First and foremost, We apologize if our previous communication fell short of the client's expectations. It was never our intention to "ghost" or ignore the client. We aim to provide dedicated and responsive assistance to all our clients throughout their tax resolution journey. We value our client's trust and are committed to resolving our client's issues with the *** effectively and efficiently.
  
  With this client, in particular, we have fulfilled our duties. And have accurately explained the timeline and *** procedures. We have no control over when the *** will close out and approve their case, and with the current moratorium, everyone's case has been delayed with the ***.
  
  We take our clients' concerns seriously and are fully committed to maintaining open lines of communication. We aim to work collaboratively with all our clients to achieve a resolution that meets their needs and resolves their tax matters with the ***.
  
  Keeping the BBB complaint open may inadvertently hinder the progress of the client's case. Closing the complaint will not impact our dedication to assisting them. On the contrary, it allows us to focus on the specific details of your situation and work diligently to resolve the client's issues with the ***.
  
  I hope the client will reconsider their decision to keep the BBB complaint open. Instead, I propose to the client that we establish a clear and mutually agreed-upon communication plan to ensure that they are always informed and updated on the progress of their case. We can schedule regular check-ins, provide status updates, and promptly address any questions or concerns they may have. This approach will ****** a stronger working relationship and help us achieve the best possible outcome for the client.
  
  We value our client's feedback and the opportunity to serve them better. I look forward to working together to reach a positive resolution.
  
  Sincerely,
  
  *********************
  ERTC Compliance Manager
  

  Customer Answer

  Date: 11/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if they do in fact ensure that we will always be informed and updated on the progress of our case.
  
  Sincerely,
  
  *****************