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Complaints
This profile includes complaints for KTG TAX LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/25/2025
Type: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 have been paying Key Tax Group for 6+ months and Im no longer able to get ahold of anyone there and they are not returning my calls or emails
Business Response
Date: 08/25/2025
Key Tax Group is committed to providing professional and ethical tax resolution services for all of our clients. We take this matter seriously and appreciate the opportunity to present the facts regarding ********************* account.
Payment ***********************start="751" data-end="754"> Ms. ********* enrolled with Key Tax Group under a payment plan totaling $2,150.00. Our records reflect:
The last successful payment was processed on June 30, 2025, in the amount of $200.00 (approved via AutoPay).Subsequent payments were declined, including the scheduled payment for August 1, 2025 ($200.00).
As of today, no payments have been made since June 2025, leaving the account delinquent.
Efforts to Assist the Client
Throughout her engagement with Key Tax Group, our team made repeated attempts to obtain the required documentation (W-2s, 1099s, financial records, signed Power of Attorney forms, etc.) so that we could move her case forward. These efforts included:
Multiple emails detailing what documents were required.
Phone calls and voicemails when Ms. ********* was unresponsive.
Text reminders instructing her to review prior emails and submit the requested forms.
Despite these consistent outreach efforts by several members of our case management staff, Ms. ********* has failed to provide the necessary documents and has been difficult to reach and unresponsive.Conclusion
Key Tax Group has acted in good faith at every stage, following our professional standards and BBBs expectations for accredited businesses. Unfortunately, Ms. ********** failure to continue payments and failure to provide requested documentation has prevented us from advancing or completing her case.
We respectfully request that this response be included in the record of this complaint. Key Tax Group remains willing to assist Ms. ********* if she chooses to bring her account current and provide the documents required for us to represent her before the *** and state authorities.Customer Answer
Date: 08/25/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 23784295
I am rejecting this response because:
I, ****** *********, have been calling and emailing since June to correct this payment issue and havent gotten a response or a call back for anyone. This issue is not resolved by them saying Im hard to get ahold of. Im not. I have been calling and leaving a message just about every couple days.
Also I have repeated told them Id worked for myself so I have no W2s. I also do not know how to get them these documents. And no one has been able to answer that for me.
Im trying everything to work with them and getting nothing in return. Just called and left another voicemail today.Regards,
****** *********
Business Response
Date: 08/26/2025
We appreciate the opportunity to clarify this matter regarding Ms. ********** account.
Our records reflect that Ms. ********* maintains an outstanding balance with both the *** and the State of Indiana. She has already been making monthly payments to the State for approximately one year, and we have been working with her to determine the appropriate resolution for her federal tax liability.
In order to proceed with the **** documentation of income is required. Because Ms. ********* is self-employed, W-2s are not applicable. In her case, acceptable alternatives include 1099 forms, a Schedule C from her tax returns, or recent bank statements reflecting her business income. Without this documentation, the *** will not finalize a resolution.
We understand her frustration and regret that she feels she has not received sufficient communication. To ensure this matter is addressed promptly, we are assigning a senior case representative to contact Ms. ********* directly within 48 business hours by phone and email to provide step-by-step assistance in gathering the necessary documentation and moving her case toward resolution.
Key Tax Group remains committed to working with Ms. ********* to resolve her tax issues with both the *** and the State, and we will continue to provide her with the support needed to bring this matter to a close.Initial Complaint
Date:08/05/2025
Type: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.
Key tax group was contracted to provide assistance for tax issues they have been payed in full and now they are giving me the run around and not solving my issue. They constantly lose my tax returns they say they did not get they want me to resend them more of my information out there I don’t want to do that I don’t no where the heck it is going o get so many different people on my case.it’s pathetic these people are very difficult to work with please investigate.Business Response
Date: 08/05/2025
Tell us whKey Tax Group appreciates the opportunity to address Mr. ****** concerns.
Since engagement, we have taken significant and documented steps to address his federal tax liabilities and help him achieve compliance.
We also want to clarify that as of today, we are still missing his 2020 tax documents — the only tax year he has provided is 2018, along with an updated Financial Questionnaire submitted in or around July 2025. Without the 2020 return and other supporting documentation, his resolution cannot proceed.
1. Initial Onboarding & Case Review (July 2023)
Actions Taken:
Conducted detailed enrollment call to understand his tax history, filing gaps, and prior representation.
Reviewed IRS transcripts, identifying missing filings for 2018 and 2020 (both critical to resolution).
Determined balances owed for multiple years, including large debts from 2010–2017 due to Substitute for Return assessments.
Explained all resolution options: Offer in Compromise (OIC), Partial Payment Installment Agreement (PPIA), and Currently Not Collectible status.
Example:
On July 12, 2023, during the initial case review, Mr. **** confirmed he wanted a federal resolution but instructed that no mail or email be sent to his residence, preferring phone/text communication.
2. Document & Information Requests
Actions Taken:
Sent repeated written and verbal requests for 2018 and 2020 W-2s, 1099-R forms, and business expense details if applicable.
Provided the Financial Questionnaire multiple times via mail, email, and text link for ease of completion.
Requested driver’s license copies, dependent info, and any state-specific documentation (****** withholding info).
Re-sent documents when he reported misplacing prior requests.
Example:
On May 15, 2024, an email was sent with IRS Forms 2848 and 8821 for signature, plus the Service Agreement.
On July 15, 2024, we sent another text reminder specifically listing the missing 2020 documents and last four paystubs.
3. Tax Preparation & Filing
Actions Taken:
Filed 2023 Federal Extension on March 18, 2024, accepted by the IRS, preventing late-filing penalties while awaiting documents.
Coordinated with ******’s revenue department to confirm their acceptance of the federal extension.
Example:
Despite repeated requests, only the 2018 return has been provided. We cannot file or finalize 2020 without his ********** and related income details. This blocks us from submitting his resolution to the IRS.
4. Ongoing Case Management & Communication
Actions Taken:
Maintained consistent contact via phone, SMS, and email to request missing documents and provide status updates.
Honored his request for no residential mail/email while ensuring he received all communications through his preferred channels.
Informed him that without 2020 documentation, IRS resolution is not possible.
Example:
On July 1, 2024, during a phone conversation, we explained that his provided income figures did not match IRS wage & income records.
This discrepancy — undisclosed additional income — significantly affects his eligibility for both an OIC and a PPIA, as resolution offers are based on accurate income reporting.
5. Efforts To**** Resolution
Actions Taken:
Reviewed updated Financial Questionnaire received in or around July 2025 to re-assess his financial position.
Prepared to begin resolution submission contingent upon receiving the 2020 tax return.
Assessed his eligibility for resolution strategies based on available documents, noting that missing filings prevent finalization.
Example:
As of August 5, 2025, despite multiple follow-ups, Mr. **** has not provided the 2020 tax return. This is the last unfiled return required for resolution. We have clearly communicated that until it is received, we cannot legally or ethically submit a resolution proposal to the IRS.
Conclusion
Key Tax Group has made sustained, documented efforts to assist Mr. **** in resolving his federal tax liabilities, including preparation of missing returns, securing extensions, and guiding him through the resolution process.
Delays in completing his case have been solely due to the absence of the required 2020 tax documents and his initially inaccurate reporting of income, which changed his eligibility profile.
We remain ready to finalize his resolution as soon as possible as he just sent more updated information.Initial Complaint
Date:06/23/2025
Type: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.
Key tax group was hired in 2024 late and nothing has been resolved on my case and paid in full no progress visited the office completely empty and no response from ***** *********Business Response
Date: 06/23/2025
First and foremost, I want to sincerely apologize for any delays or confusion you may have experienced during this process. We understand how important this matter is to you, and we genuinely appreciate your patience and continued trust in Key Tax Group.
I’m writing to inform you that we have completed all necessary tax preparation work for your case. Our team has thoroughly reviewed your information and ensured that all filings are accurate, compliant, and ready for submission. At this point, the only thing holding us back from advancing your case to the resolution stage is your signature on the prepared documents.
Once we receive your signed documents, we can immediately proceed with the next steps, which may include negotiating with the IRS or state taxing authorities, submitting requests for relief programs, or setting up payment arrangements based on your eligibility and circumstances.
We cannot stress enough how important your prompt attention is at this stage. Every day that passes without these signatures can potentially delay your resolution or affect your standing with the tax authorities.
Please know that we are here to help in any way we can—if you have any questions about the documents, need clarification on next steps, or would prefer someone to walk through the forms with you, we are more than happy to assist.
Again, we apologize for any earlier inconvenience, and we are fully committed to achieving the best possible outcome for you.
Thank you again for your trust in us.Customer Answer
Date: 06/24/2025
See attached signed documentsBusiness Response
Date: 06/24/2025
Thank you for the opportunity to respond to this complaint.
Mr. ***** retained our services in late 2024 for assistance with his outstanding tax matters. Since that time, our team has prepared and delivered his federal tax returns for both 2023 and 2024, which were based on information provided by the client. These returns were not only completed in a timely manner but also held pending signature until June 2025, when Mr. ***** submitted the signed copies.
It is important to note that tax return preparation is a substantial portion of the contracted work and has been fully completed by our professionals. The next step in the process is resolution work with the IRS, which requires Mr. ***** to provide financial documents such as income verification, bank statements, and a basic expense profile.
?Regarding the Refund Request
We respectfully disagree with Mr. *****’ request for a full refund, as we have already completed essential and billable services. Our team has remained responsive and ready to proceed. In fact, delays in progressing to resolution were due to a lack of returned signed documents—not any neglect or inaction by our office.
Now that we have received those signed returns, we are fully prepared to move forward with the resolution phase. We have reached out to Mr. ***** to request the remaining documents necessary to submit a formal resolution request on his behalf.
Good Faith and Commitment
We remain committed to supporting Mr. ***** and bringing his case to a successful conclusion. Should he choose not to continue, we are open to discussing a partial refund based on work completed. However, a full refund is not appropriate given the circumstances and progress made.
We appreciate the BBB’s role in helping both consumers and businesses reach fair and transparent outcomes. Please let us know if any further documentation is needed.
Sincerely,Initial Complaint
Date:06/18/2025
Type: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 received a 941 Bill from IRS. I owned ****** ********* ********* *********** *** for 40 years. I closed March 20, 2020. The 941 Bills were approaching 10 years old. I was told by ****** Tax they would be uncollectable, and I would not owe much money. ****** turned me over to Key Tax Group because it was under $1,000. I was contacted by Key Tax- **** *** and was send many forms to fill out. ***** ** ******** pictures, driver's license etc. I ask her in April when my personal tax would be filed. Key tax was supposed to do my 941 & personal tax. She told me they had an extension. That's when I got suspicious. Then beginning of May, they sent me a packet to fill out with information wanted that had nothing to do with my taxes. I called to question them about the packet, and they could not be reached. Busy signa on both numbers for 3 weeks and still busy. The original Optimal employee (who we called) said she had quit because she was not paid. ****** were unavailable to talk. None of the taxes have been taken care of. I called the IRS to see about an extension on my personal tax. I have to fill out forms to send in. I talked to IRS about my 941s, and I have to write them letters explaining everything going on. It looks as if were scammed out of $2,950.00 I hope you can help with this situation. ********* ********* **** is investigating.Business Response
Date: 06/20/2025
We understand that receiving a letter from the IRS can be stressful and confusing. To help you better understand what to prioritize, we've prepared a simple breakdown of the most common IRS letters and what they typically mean for your case.
Please review the table below and let us know if you’ve received any of these notices — especially the high-priority ones!
?? IRS Letter
?? Importance
?? Description
LT11
URGENT
Final Notice of Intent to Levy – This means the IRS may seize assets or garnish wages. Immediate response required.
Letter 1058
URGENT
Also a Final Notice of Intent to Levy – nearly identical to LT11. Must be addressed quickly to avoid enforcement.
CP504
Moderate
Notice of Intent to Levy on State Tax Refund – important but usually not the final notice. Still needs timely action.
CP14 / CP501 / CP503
Low
Reminder notices about balances due. These are early-stage letters — do not ignore, but not urgent.
CP2000
Moderate
Proposal to adjust your return based on IRS matching data. Needs response, but not a levy threat.
If you receive an LT11 or 1058 letter, please contact us immediately — these are time-sensitive and can lead to serious collection actions.
For other letters, we still recommend letting us review them to determine the best next steps. We're here to protect your rights and resolve your case efficiently.
Feel free to upload your IRS letters through the portal or send them by email. We'll review them and get back to you with our recommendations.
--
Regards,
Key Tax Group — Unlock the freedom you deserve from tax debt.Business Response
Date: 07/23/2025
Yes. ***** and I met. We went over what is necessary to close out the payroll for his prior business. I sent him the tax returns which will c lose out the business. He wants a refund of $250 for 2024 tax prep and I agreed to give it to him next week.
Customer Answer
Date: 07/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. The business will pay me the set amount of $250 and if they do not do that I will reach out to BBB again and reopen the complaint. Thank you for all your help.
Regards,***** ********
Initial Complaint
Date:05/30/2025
Type: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 was recommended to Key Tax Group to file some back taxes for me. I paid them 150.00 to start my case and 100.00 there after until I paid off the 900.00 fee they charged me. I have not heard from this company since April 2025 and when I go to call them, alm phone numbers are not working and I have no way of contacting anyone I. This company. The serve I hired them to do has not been done and they have my money.Business Response
Date: 06/12/2025
Dear Ms. ********
I hope this message finds you well. I’m writing to confirm our recent agreement and provide a summary of the actions we are taking to address your concerns and continue our work on your behalf.
We acknowledge that the 2018 tax preparation was not completed. In recognition of this, we have agreed to issue you a refund of $250. That refund is currently being processed. If you do not receive it within 10 business days, please contact our office so we can follow up and ensure it reaches you without further delay.
At the same time, we want to reaffirm our commitment to continuing the services we originally agreed upon. Specifically:
? We will continue to represent you in your federal tax resolution case, working to resolve your tax matter based on the financial documentation and goals discussed.
? We will complete your 2023 tax return preparation, and our team will be reaching out shortly with any remaining items needed to finalize that return.
We value your trust and patience, and we are committed to moving your case forward with professionalism and care. If you have any questions or need updates at any time, please do not hesitate to contact us directly.Business Response
Date: 06/12/2025
Dear Ms. ****************** style="color: rgb(33, 37, 41); font-size: 11px; font-family: "Proxima Nova", sans-serif;">I hope this message finds you well. Im writing to confirm our recent agreement and provide a summary of the actions we are taking to address your concerns and continue our work on your behalf.
We acknowledge that the 2018 tax preparation was not completed. In recognition of this, we have agreed to issue you a refund of $250. That refund is currently being processed. If you do not receive it within 10 business days, please contact our office so we can follow up and ensure it reaches you without further delay.
At the same time, we want to reaffirm our commitment to continuing the services we originally agreed upon. Specifically:
? We will continue to represent you in your federal tax resolution case, working to resolve your tax matter based on the financial documentation and goals discussed.
? We will complete your 2023 tax return preparation, and our team will be reaching out shortly with any remaining items needed to finalize that return.
We value your trust and patience, and we are committed to moving your case forward with professionalism and care. If you have any questions or need updates at any time, please do not hesitate to contact us directly.Customer Answer
Date: 06/12/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Yes, I accept.
Regards,*** *******
Customer Answer
Date: 07/09/2025
Good morning *******
I am requesting to reopen case#******** on Key Group ************ I spoke with ***** Gibson and she assured me that my case would be handled and that she was sending me a refund for ****** dollars. However I have sent her several messages and have not heard back from her nor have I received my refund that she said she was sending me and that has been several weeks ago. I just want to be treated fair and not feel like I have been scammed out of my money. All I want is my refund and not have to get a lawyer to fight my case. This company has been so unprofessional and you have to go through so much for them to contact you and get answers. It was not hard for them to take my money with no problem.
Thank you
Mia Johnson
Business Response
Date: 07/16/2025
The client has agreed to a refund of $250.00Business Response
Date: 07/16/2025
It was sent via Cash App on July 9 2025 and it was received.
Initial Complaint
Date:05/28/2025
Type: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 got with this company to help me with my tax problem. I paid $545. The man I spoke with said my taxes would not be able to be touched by doing their services. I would be on a do not collect list. I had all my taxes taken away. I called the office and spoke with someone who then informed me he gave me the wrong information and that they would refund me $300. They sent me the check, I deposited it into my bank and I got a $300 return check fee bc they cancelled the check AND when I tried to call them, their number no longer works.Business Response
Date: 05/28/2025
I contacted client and we are resolving this issue.Customer Answer
Date: 05/28/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
they stated that they have contacted me and we are resolving the issue, they HAVE NOT reached out to me. They are lying.
Regards,
******* *****
Business Response
Date: 06/12/2025
Dear Ms. *****,
Thank you for your recent response to the Better Business Bureau. I want to personally address your concerns and clarify our actions regarding your case.
First, I sincerely apologize for any frustration you’ve experienced. It is never our intention to cause confusion or make you feel unheard. Our team has made consistent efforts to support you and move your case forward, and I’d like to outline those communications for full transparency.
We also want to ensure that you are treated fairly and respectfully throughout this process. To that end, and in light of the circumstances you described, we issued a refund of $300 to you. That refund was approved and the check was written and scheduled for mailing on March 4, 2025. If you have not received this refund, please notify us immediately so we can confirm or reissue it without delay.
?? Documented Communication & Case Timeline
Date Type Details
Aug 26, 2024 Email ***** ** ******** ***** (*** ***** ****) sent to ******************
Aug 26, 2024 Payment $575.00 payment successfully processed (********** ****** ** ****)
Aug 27, 2024 Upload Paystubs and bank statements received and uploaded to your file
Aug 28 & Sep 5, 2024 Fax Forms **** *** **** successfully faxed to (**** ********
Sep–Nov 2024 Calls, SMS, Email Multiple follow-ups from **** ****, ****** *******, and ***** ********* regarding incomplete or unreadable bank statements and missing paystubs
Nov 5–21, 2024 Email/SMS Three separate staff members sent formal document requests and status updates
Jan 14, 2025 Upload 3 updated paystubs received and uploaded to file
Mar 3, 2025 Phone Call You reported *** took your refund. You stated you were living in a hotel due to a hurricane. Our office initiated a $300 refund in response to this concern.
Mar 4, 2025 Internal Note Refund check processed and prepared for mailing
Jun 12, 2025 BBB Follow-up Direct response initiated by me to address the complaint and ensure clarity and accountability
?? Contact & Next Steps
Please know that we take your complaint seriously, and our goal is to resolve it fairly. If for any reason you did not receive the $300 refund, or if you have any remaining concerns, I encourage you to reach out to me directly at the contact information below. We’re here to help.
Thank you again for the opportunity to work with you. We truly value your trust and look forward to resolving this matter fully.
Warm regards,
***** ******
Key Tax Group
?? Phone: ************
?? Fax: ************
?? Email: ***************************
?? **** **** ** ***** ** ************* ** *****Initial Complaint
Date:05/28/2025
Type: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 these guys to handle my tax problem for me, it’s been a year and a half and it’s still not resolved, and now the phone numbers are all disconnected and none of the emails they have to contact them, work anymore. They took my money, access to all of my tax information, and left me hanging without a resolution. How is this even legal? I’m now out thousands of dollars, and still have no resolution. And I don’t have money for another attorney so do I just let the *** take everything from me? This is absolutely cruel and I’m demanding answers.Business Response
Date: 06/10/2025
We understand that receiving a letter from the *** can be stressful and confusing. To help you better understand what to prioritize, we've prepared a simple breakdown of the most common *** letters and what they typically mean for your case.
Please review the table below and let us know if you’ve received any of these notices — especially the high-priority ones!
?? *** Letter
?? Importance
?? Description
LT11
URGENT
Final Notice of Intent to Levy – This means the *** may seize assets or garnish wages. Immediate response required.
Letter 1058
URGENT
Also a Final Notice of Intent to Levy – nearly identical to LT11. Must be addressed quickly to avoid enforcement.
CP504
Moderate
Notice of Intent to Levy on State Tax Refund – important but usually not the final notice. Still needs timely action.
CP14 / CP501 / CP503
Low
Reminder notices about balances due. These are early-stage letters — do not ignore, but not urgent.
CP2000
Moderate
Proposal to adjust your return based on *** matching data. Needs response, but not a levy threat.
If you receive an LT11 or 1058 letter, please contact us immediately — these are time-sensitive and can lead to serious collection actions.
For other letters, we still recommend letting us review them to determine the best next steps. We're here to protect your rights and resolve your case efficiently.
Feel free to upload your *** letters through the portal or send them by email. We'll review them and get back to you with our recommendations.
--
Regards,
Customer Answer
Date: 07/02/2025
I hired this company to handle my tax issue. My FILE SAT ON THEIR DESK FOR A YEAR AND A HALF!! My IRS BALANCE INCREASED BY 20 THOUSAND DOLLARS IN PENALTIES WHILE MY FILE SAT ON THEIR DESK! They COMPLETELY WENT MISSING WITH MY MONEY AND CHANGED ALL CONTACT INFO. Only After filing my first complaint with the bbb, was I given the up to date contact info at which time I was contacted by the OWNER OF THE FIRM and given the most heart felt apology and PROMISED a refund. I have since been avoided and ignored and still have not received my refund! This business is absolutely ridiculous and should be held CRIMINALLY RESPONSIBLE FOR THE AMOUNT OF MONEY THEY TOOK FROM ME AND THE AMOUNT OF MONEY THEY HAVE COST ME IN PENALTIES FOR THE **** This has taken a huge financial AND mental toll on me and my personal life and I am absolutely shocked at the lack of professionalism from an ATTORNEY! I need money and answers now!
Desired Resolution: Refund: $1,300.00
Business Response
Date: 07/02/2025
We understand that receiving a letter from the *** can be stressful and confusing. To help you better understand what to prioritize, we've prepared a simple breakdown of the most common *** letters and what they typically mean for your case.
Please review the table below and let us know if youve received any of these notices especially the high-priority ones!
?? *** Letter
?? Importance
?? Description
LT11
URGENT
Final Notice of Intent to Levy This means the *** may seize assets or garnish wages. Immediate response required.
Letter 1058
URGENT
Also a Final Notice of Intent to Levy nearly identical to LT11. Must be addressed quickly to avoid enforcement.
CP504
Moderate
Notice of Intent to Levy on State Tax Refund important but usually not the final notice. Still needs timely action.
CP14 / CP501 / CP503
Low
Reminder notices about balances due. These are early-stage letters do not ignore, but not urgent.
CP2000
Moderate
Proposal to adjust your return based on *** matching data. Needs response, but not a levy threat.
If you receive an LT11 or 1058 letter, please contact us immediately these are time-sensitive and can lead to serious collection actions.
For other letters, we still recommend letting us review them to determine the best next steps. We're here to protect your rights and resolve your case efficiently.
Feel free to upload your *** letters through the portal or send them by email. We'll review them and get back to you with our recommendations.
***** Gibson
Phone: ************
Fax: ************
Key Tax Group Unlock the freedom you deserve from tax debt.Initial Complaint
Date:05/21/2025
Type: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.
Around December 2024 i hired tax group to help me with my state taxes. They charge me 600 dollars to amend two of my state returns it’s been one rollercoaster of a ride with these so call tax preparers here it is may 2025 and nothing been done everytime i reach out it’s a different person answering the phone claiming to be still working on my tax returns and now you can not get anybody on the phone but answer machine saying we call you back in 24 hours now am definitely concern now i have been a victim of a scam with this companyBusiness Response
Date: 06/03/2025
We were hired by this client to work on his state tax matter. Here are the relevant notes
***WELCOME CALL***
AMEND 2022-2023
NEED:
ORIGINAL 2022-2023 TAX RETURNS W/TAX DOCS
(W-2 FOR MS/LA STATE WITHHOLDINGS, ETC.)
HEALTH: THROUGH JOB
STATE LIVED/WORKED: HIS MAIL GOES TO MS/
2022:LIVED/WORKED LA 1/1/2022-8/31/2022, LIVED MS 9/1/2022-12/31/2022 WASN'T WORKING
2023: LIVED.WORKED LA 1/1/2023-8/31/2023, LIVED MS 9/1/2023-12/31/2023 WASN'T WORKING
IP PIN#: NO
FILING: SINGLE
FEDERAL & MS/LA STATE CASE ANALYSIS
We needed the following documents1) ORIGINAL 2022-2023 TAX RETURNS W/TAX DOCS
2) W-2 FOR MS/LA STATE WITHHOLDINGS, ETC.We also needed updated Powers of Attorney (we sent him an email about this on 12/24/2025.
In the meantime we conducted a case investigation with the IRS so we could obtain wage and income transcripts.
We reminded the client at the time through verbal updates that we would still need the above referenced documents despite having the wage and income transcripts. The client did not comply with our requests at all.
Customer Answer
Date: 06/09/2025
Please reopen my complaint with key tax group two weeks ago someone from there office did reach out about the complaint i made with this company the person i talk to was a lady name paige which i had a conversation with about my tax return and she made a claim she was looking into my state tax ammendments and she had everything she needed to take care of my taxes now here we go again with this company.
Who has taken me for 600 dollars since december 2024 nothingt been done and i have sent every paperwork they have request are needed twice already they keep delaying the process saying i need this and they need this but its the same process they been saying that over and over and still no results since i started this with this company its been at least 3 different tax representative i have spoken too and its seem like the same old script they have gotten everything twice and its always different person are this person is working on my taxes and we will call you when we done but of course no one ever calls about my returns are anything i had to keep checking myself on my own taxes almost every two weeks last couple month now when you call all you get is voicemail.
i have started a complaint this is the most i done heard from this key tax group
Business Response
Date: 06/10/2025
I talked to the client. He was told last week we are sending him a refund. He hired us to amend his state taxes but we cannot amend them because they are correct. There is nothing else I can do at this pointCustomer Answer
Date: 06/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. yes satisfied with giving me a refund back at least.
Regards,******** ******
Initial Complaint
Date:05/19/2025
Type: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.
We respectfully submitted a request to do our taxes for 2024, and paid Key Tax $250 on 3/21/25. Transaction ID: ************* The Agency's Representative told us that they would get started on our taxes, and we signed a Power of Attorney for them to work with the IRS. We also informed the people at Key Tax that we did "not" want to proceed with a negotiated settlement with the IRS, which we had previously paid them an additional fee of $200. No work was done on that process. This is why we are seeking a refund of $450.00. After multiple emails and phone calls, the Key Tax person finally told us on April 13th that they would need to file an extension as they could not get our taxes done. We filed our own extension with the State of New York on 4/13/25, and sent them a copy of the extension. After this date, we have tried to see if they actually filed an extension, and when we could expect to have our taxes done. We have not received any answers, and no returned emails, and no call backs. Nothing. As of May 15, 2025, we have started a completely new tax filing process with another agency in New York, and we want a refund from Key Tax Group. Thanks for helping us. ****** *** ******** *******Business Response
Date: 06/02/2025
We understand that receiving a letter from the IRS can be stressful and confusing. To help you better understand what to prioritize, we've prepared a simple breakdown of the most common IRS letters and what they typically mean for your case.
Please review the table below and let us know if you’ve received any of these notices — especially the high-priority ones!
?? IRS Letter
?? Importance
?? Description
LT11
URGENT
Final Notice of Intent to Levy – This means the IRS may seize assets or garnish wages. Immediate response required.
Letter 1058
URGENT
Also a Final Notice of Intent to Levy – nearly identical to LT11. Must be addressed quickly to avoid enforcement.
CP504
Moderate
Notice of Intent to Levy on State Tax Refund – important but usually not the final notice. Still needs timely action.
CP14 / CP501 / CP503
Low
Reminder notices about balances due. These are early-stage letters — do not ignore, but not urgent.
CP2000
Moderate
Proposal to adjust your return based on IRS matching data. Needs response, but not a levy threat.
If you receive an LT11 or 1058 letter, please contact us immediately — these are time-sensitive and can lead to serious collection actions.
Phone: ************
For other letters, we still recommend letting us review them to determine the best next steps. We're here to protect your rights and resolve your case efficiently.
Feel free to upload your IRS letters through the portal or send them by email. We'll review them and get back to you with our recommendations.
Regards,
***** ******
Phone:************
Fax:************email: ***************************
Key Tax Group — Unlock the freedom you deserve from tax debt.Customer Answer
Date: 06/09/2025
This is an update for you, and thanks for your follow up. I received a call from ***** at Key Tax Group several days ago. Nothing yet has happened, but I did explain to her the circumstances why we (my wife and I) filed a complaint with the BBB. She said that due to some issues at Key Tax, they did "fail" to provide services that we expected. I asked for the full amount of $450.00, which also included work "not" done in 2024 in addition to our 2024 Taxes, which I just paid $250.00 on March 21st. She said that she would attempt to get us a payment, a refund of our fees, but not $450.00. We've been waiting to see if Key Tax will send us a check, and we are expecting a payment less than $450.00, more likely $350.00, but there's been nothing yet. We would like to keep this case open until we receive a payment.
Thanks very much for your help.
Sincerely,
****** *** ******** *******
Business Response
Date: 06/09/2025
I am giving him his refund this week. It is sent through our bank.Customer Answer
Date: 06/11/2025
Hi *******!
The message from Key Tax is encouraging. I will let you know when we receive a payment from Key Tax. I'm just asking to hold the case open for @ 5 days at the most. This should give them sufficient time to send our payment - hopefully
Thanks for your hard work and due diligence in helping us. We also do not want Key Tax to be penalized - just looking for a remedy.
Take care,
****** *******
Initial Complaint
Date:03/19/2025
Type: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 have been a loyal customer of KeyTax Group for over four years, and I used to highly recommend their services. However, in recent years, their customer service has taken a sharp decline, and my latest experience has been nothing short of frustrating and disappointing.
They overcharged me for both my personal and business tax filings for 2023, which they agreed was an error because they promptly refund for the difference, but failed to file my 2023 business taxes—without notifying me! I only found out after the extension deadline for 2024 had passed, leaving me in a difficult situation. To make matters worse, when I asked for the said documents I did have time to file the extension, they neglected to tell me they weren't filed. After repeated phone calls and me finally asking if the 2023 where even filed it was then they admitted they weren't. When I asked how they plan on rectifying there error, they mentioned that if had I paid them for 2024 they would be able to help me but since I hadn't I was responsible for any penalties I will now accrue due to there delay in my documents request, or lack there of. In addition to the monthly penalty fees I have accrued for 2023 tax year.
When I first started with KeyTax Group, they were attentive, helped me with my issues, communicative, and truly seemed to care about my tax needs. Now, it seems like they are only focused on securing payments upfront, with little regard for follow-through, updates, or ensuring their clients are properly informed. I am extremely disappointed and would not recommend their services to anyone looking for reliability and professionalism.Business Response
Date: 03/19/2025
The client was upset for not filing an extension for her 2024 returns in which we were never hired to do. In addition she wanted us to file her 165 which we weren't contracted to do. We re unable to perform services when were aren't ware that the client wanted them or contracted to do them. We wish her well in her endeavors in the future. We have completed 100% of every service for her without question over the yrs.Customer Answer
Date: 03/19/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
Rejection of Response Due to Misrepresentation of Issues
I am rejecting this response as it continues to misrepresent the core issue and fails to acknowledge the primary concerns I have consistently communicated. As outlined in the attached email, there is clear evidence of unnecessary negations and misdirection.
I have explicitly stated—both verbally and in writing—that the problem originated with the handling of the 2023 filings. The delays in properly addressing those filings have directly impacted the timeline for 2024. However, this response continues to shift the focus toward 2024 services, which is not the root cause of the issue. Additionally, the continued insistence that I pay for 2024 services as a justification for these problems is entirely misplaced.
It is particularly troubling that, despite multiple forms of communication, there remains a failure to recognize how 2023 was to be handled, as even acknowledged in their own notes. The lack of accountability and clear communication has only exacerbated delays, reinforcing my initial concerns about working with this company.
Moreover, rather than acknowledging these missteps with an apology or taking responsibility, this response continues to deflect, even going so far as to suggest that my understandable frustration is unwarranted. That approach is not only unprofessional but also further erodes confidence in any continued engagement.
Given these ongoing issues, I am formally rejecting this response and reiterating that the failures related to the 2023 filings are the root cause of the delays. I DO NOT expect a response that directly addresses these concerns with accountability and clarity. In addition, I will discontinue further communication on this unresolved issue due the the fact that I have hired a CPA to rectify this company's errors.
Regards,******** *******
Business Response
Date: 03/20/2025
Again she requeste tht we prepare a **** form which we were not going to do and then became belligerent that we didn't file an extension for her 2024 returns in which we were never hired to do. Lastly her approach was to attempt to bully the staff in order to get what she wants. We wish her well with her endeavors in the future.Customer Answer
Date: 03/20/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
It's truly unfortunate to see a business attack its clients with this kind of redirect instead of taking responsibility for its shortcomings. Rather than addressing legitimate concerns, they choose to discredit and dismiss those who have had negative experiences.
Additionally, I am far from the only person with these issues—just take a look at their newest Google reviews. Many others have voiced similar or even worse complaints. Their overall rating has dropped to 4.4 as of today, which speaks for itself.
If this company spent half the time improving its processes as it does trying to defend itself against complaints and negative reviews, they might see real progress. Instead, they have wasted my time being unprofessional, making this an unnecessarily frustrating and time-consuming experience for me.
I sincerely hope they take this feedback seriously and make meaningful changes moving forward.Regards,
******** *******
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