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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.
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Initial Complaint
Date:02/10/2025
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.
In 6/2023 I paid key tax group to resolved my IRS owed tax issues. I was told by ***** that I qualified for forgiveness. I sent them all the financial documents they requested including power of attorney. Week after week month after month I had to keep reaching out to them requesting an update. On some of those occasions I was asked to re-send the same documents over and over again. This process started in 6/2023 and in 10/2024 I am still sending them the same documents. At this time it takes them 2 more months 12/2024 to tell me I am no longer qualified for the tax forgiveness program because my of my income. Naturally my income increases over the 18 month period in which they didn’t not file my case with the IRS. So instead of using the income I had when I paid them to do what they promised me they would do the stonewalled and stalled me out for 18 months. Now I owe the IRS more money from interest and fees. I was in a payment plan when I was contacted by key tax group and was told to stop making payments do to me qualifying for the tax forgiveness program. Now a manager at key tax named ****** is telling me I don’t qualify for a refund based on the fact I no longer qualify. Saying they didn’t what they were supposed to do. I asked her if you did what you were supposed to do why did it take 18 months? In October of ‘24 you asked again for the last time for my financials and it only took you 2 months to respond back saying I don’t qualify. So if it only took you 2 months to determine I don’t qualify what were you doing the first 16 months? And wasn’t my cases filed when you were paid in full, back in July of ‘23? She then made a bunch of fumbling statements about their email system and it was my fault for not doing this and that when in fact I did everything they asked me in prompt fashion. So they basically took my money didn’t do what they said they were going to do and now it has cost me thousands of dollars more and they don’t want to give me a refund.
Business Response
Date: 02/10/2025
Client had returns that needed to process from exams which prohibited us from submitting the **** financial affidavit worksheet. When the returns posted the IRS required new financials and the client clearly was earning a lot more income than what was stated which prohibited from qualifying for non collectible status. We explained this to the client but he didn't want to her any of this. We explained all hardship resolutions were based on current financial substantiation. Now if his circumstances have changed we will be willing to re submit the financials but he doesn't qualify for a hardship based on his current financial situation. Lastly the IRS doesn't not stop penalties nd interests and this was explained to the client as well. He doesnt qualify for a refund as per the terms of the service agreement.Customer Answer
Date: 02/10/2025
[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: This is the part that they are not understanding. I paid them in full in 7/2023 I sent all financials to them before the payment was complete. At the time I paid and completed all paperwork, was 7/2023 my taxes was not due!!! Why did it take key tax group 7-8 months to file with the IRS for the hardship using the income I had at the time? My inadequate income was the purpose for requesting help with my taxes. So why wasn’t it filed when I paid and sent all paperwork in. 8 months later after repeatedly calling and asking for updates they then start requesting I have them do my taxes for another fee!!! I then have them do the taxes and quite naturally ow I have to send more financial paperwork. At that point it still takes them til 12/2024 to file my case with the IRS. At which time I have sent them my financial information roughly 8 times with no results. The last time I sent my financial information to them was 10/2024 then, miraculously they responded in 12/2024. So, if it only took 2 months from 10/2024-12/2024 to file and tell me I was not qualified, why couldn’t they do that 07/2023? Why did it take them 18 months to tell me I didn’t qualify? When it clearly only took them 2 months to call me and tell the files and I don’t qualify? Which means, had they done their job properly when I paid them in 07/2023 it should’ve been resolved by 09/2023 instead they strung me along for 18 MONTHS!!!! With absolutely no results other than paying them in full and now I owe more money to the IRS. All they had to offer was a payment plan, that I was already on when I contacted them initially and was told by ****** to stop paying because I qualified for tax forgiveness and would not have to pay anything!! When I mentioned that to ****** she said “ yeah we had a lot of problems and issues with ***** and that is why he is no longer with the company”. So they didn’t do their job in a timely manner and it affected me in a negative manner and now they feel I don’t deserve a refund for the way they mishandled my case!!!! It’s appear to be a scam!! I can call the IRS and make a payment arrangement myself, why do I have to pay key tax group to do that?
Regards,
****** ******
Business Response
Date: 02/10/2025
As I Stated we cannot force the ORS to move any faster. ACS was waiting on exams to post balances which we have no control over. Once the final Talley was set then we were able to execute the resolution but at that time the IRS requested new financials which we promptly requested.Initial Complaint
Date:07/26/2024
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 charged $2,000 for service fee on tax audit by the ***. I was promised that to a minimum the amount own was going to be decreased. Nothing was done instead *** charged interest fees instead of a lesser amount less than $12k now it’s $16k plus that $2k Key tax charged for their fee. That’s injustice!Business Response
Date: 07/26/2024
The client hired us to represent him when the *** denied his travel expenses. Once we engaged the client, the client was explicitly explained that he would need supporting documentation supporting said expenses in which he failed to do. The expenses he claimed are considered excessive especially for a schedule C. The attorney explained this to him in detail, He claimed these expenses as "All Expenses" which is not a recognized category .In addition he even attempted to write off the purchase of his car. This case almost bordered to tax fraud and he was fortunate that the *** didn't assess a 40% fraud penalty. The attorney explained this to the client and explained that the only option was to set up an installment agreement which we did as a courtesy at no charge to the client. In our service agreement we never promise to reduce/eliminate any tax debt whatsoever. I have attached the service agreement, the clients original tax return and attorney notes below. This case is closed and ALL services were rendered and no refund is due,.
Comment posted by ***** ***** on [Tue Jul 23 03:33 PM 2024]:
Last Action Was:
I called the *** and spoke to agent #********** Mr. ******. I set up the Installment Agreement for $240 a month with payments due on the 28th of each month. The agreement begins on 8/28/24 and the set up fee is $43. The current ba***** on the account is $15,563.54. The address to send payments to is: ******** ******* Service ****** ******* ** **********.
_______________________________________________
Next Action Needed:
Nothing further. This case can be closed.
Comment posted by ***** ********* on [Mon Jul 8 03:24 PM 2024]:
Last Action Was:
1) CLIENT DOES NOT HAVE PROPER DOCUMENTATION FOR AUDIT
_______________________________________________
Next Action Needed:
1) ***** TO DISCUSS WITH CLIENT THAT WE MOVING FORWARD WITH THE AUDIT AND TO DISCUSS FED RESOLUTION OPTIONS WITH HIM
*put it back to ** Next Step after you finish the requested action and notating results of attempted action in Client Update
Comment posted by ***** ****** on [Tue Feb 27 04:16 PM 2024]:
NOT DONE WITH CHASING
1) Need the following information/documents from the client :
NEED TO TALK TO CLIENT
HIS EXPENSES ON HIS RETURN (OTHER EXPENSES) ARE NOT PROPER EXPENSES AND THE SUPPORTING INFORMATION DOES NOT PROVIDE SUPPORT
____________________________
NEXT ACTION STEP:
1) Continue chasing the aboveCustomer Answer
Date: 07/30/2024
[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 not true. I never talked to the lawyer. I called several times where I was told it computer generated.
From the beginning I told and submitted all the travel documents . I was told that they were in the wrong format, but they are going to work my case don’t worry and any communication from *** reported to them. At that time there wasn’t even any interest fee from ***, so you can tell how long that was.
Regards,
**** *********
Business Response
Date: 07/30/2024
This is false and untrue. His expense are not ALLOWED! This borderlines tax fraud. the return I supplied demonstrates that fact in which the client didnt even respond. Again we stand by our decision with this case. We WILL NOT Commit tax fraud for any client.Customer Answer
Date: 07/31/2024
[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: for arguing sake, don’t tell me - it took you that long to come with that decision after receiving my $2,000. I am not an expert in filing tax returns. Due to the covid pandemic things weren’t normal.
Upon the *** audit, the business that filed with was out if reached. Through Google I discovered Tax group, I explained my situation and requested recommendations.
if I was told back then that they were errors on my file so go ahead and pay the *** bill. About $11k that was not going to be an issue. Instead I was told, after submitting the documents I had, more likely with them if I have to pay anything it’s definitely going to be much less.
However you take almost 2 years later after *** charged me with additional interest fees increase the amount up to $15k that you don’t do frauds. Please, explain that to me like I was a 6 years old.
Regards,
**** *********
Initial Complaint
Date:05/03/2024
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.
Hired them over a year ago, they have sensitive information of ours. They asked for power of attorney which I gave after checking things out. I should have checked more. They have not done anything to help with my case.Business Response
Date: 05/03/2024
We spoke with the client and explained that we had to wait for the *** to post the balance from the CP3219A letter. We explained that to her and explained that we are verifying then the resolution will be inplace. She is fine now.Initial Complaint
Date:04/05/2024
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 contacted this business to review a few years of taxes (2017 - 2021) we discussed applying for an abatement and setting up a payment plan with ********** I couldn't get in touch with the *** after numerous attempts. We were quoted 500.00 I reconnected with them approx 8 months later to hire. Was then quoted 1800. Took the company about 10 months to perform after several calls from me to update on the status of the job . We talked early 2023 they asked if I just wanted to include 22's taxes. I said how much. They said 200. I agreed. Got the paperwork to review the plan and requested at that time an itemized review of what was performed. I haven't receive that as of yet. Got 4 certified letters from the *** stating "intent to terminate payment plan", called them and talked to a miss ******* # *********** 9am who stated the tax year 2019 was done under my husband and the other years were under my name so that year wasn't included in the payment plan. We got disconnected and I called back and talked with ******* #********** 9:24 am who stated the exact same thing. So we resolved the issue by setting up a new plan to include 2019 and I was charged a revision fee. I then called the company that dids the taxes to relay that information and request a refund of the revision fee. The response from 2 of the employees were "that's not our fault abs we aren't responsible" from lisa and my assumptions are incorrect, we (my husband and i) defaulted and we are not obligated to pay you anything due to you not making payments on your account from ***. They processed my payment plan and never sent me the itemized account of what was performed.Business Response
Date: 04/05/2024
We explained to this cleint that we set up the resoplution with the *** with all years included. The *** will not allow installment agreements without including all balances. The cleint received a ***** notice for NONPAYMENT of the installment agreement and attempted to blame us. In addition she never paid us $2,000 and is not entitled to any refund whatsoever. The *** does not stop interest and Penalties. This was explained to her as well. I have included the service agreement and the resolutionb notes as well.
Comment posted by ***** ***** on [Fri Mar 24 02:50 PM 2023]:
Last Action Was:
I called the *** and spoke to agent #**********. I set up the Installment Agreement for $106 a month with payments due on the 28th of the month. The first payment is due on 5/28/23 and the set up fee is $225. The current balance on the account is $6,506.75. The client is not eligible for a first time penalty abatement. The agent could not figure out why. I called the client and lvm, emailed them, and texted them concerning the ***
__________________________________________________
Next Action Needed:
Nothing further. This case can be closed.Initial Complaint
Date:02/20/2024
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.
Operated in incredibly bad faith by taking $500 from me for two tax years and filing both years incorrectly costing me around $6000 in refund money and then refused to go back and fix their error.
I called the owner, RON, who refused to talk to me to my amazement and then his ********** ***** gets on the phone and tries to gaslight the entire Situation.
Absolutely terrible, buyer beware and avoid.Business Response
Date: 02/20/2024
Client engaged our firm in 09/2022 to prepare and file his 2020 & 2021 *** * ***** returns, Client had Schedule C expenses that we needed to substantiate in order to lower his tax liability. I have attached the communication from the client in regards to that issue. Client stated that he didn't have what we needed and we had to prepare the return based on what was given, We completed the tasks 100% as contracted. Client didn't disclose any issues whatsoever in fact he was going to hire our firm to prepare his 2022 returns and was supposed to call in with the card info he wanted to use to pay for the services but never called back. Client called in 02/19/2024 stating that he paid us thousands of dollars which is not true. I have attached the service agreement showing what he paid for and proof of the returns that were prepared and sent to him in 2021. Client was upset that I instructed the intake paralegal to explain things to him. Client stated that he wanted us to prepare only the state returns and I we explained thats not how tax prep works we have to prepare the fed returns and the state return is generated upon completion of the fed return. This client is not entitled to any refund as 100% of the services have been provided. If there was an issue the client never stated so back in 2022 when we completed his returns.Initial Complaint
Date:09/15/2023
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 Key Tax Group $295.00 in July 2023 to assist me with state tax issues in which I was initially advised that I would pay $160 a month for 12 months. As time went on until 09/13/2022, I was advised that I owed taxes for other miscellaneous years I knew nothing about in which Key Tax group provided no proof. Subsequently, I was told that I would owe a substantial amount of money if I didn't provide tax retur**. I did provide tax retur** and was notified in an unprofessional manner by ***** ****** that she only wanted **** and not tax retur**. I then contacted my state tax collection and it appeared that I only owed for ONE year and substantially less than what this business advertised. I then contacted Key Tax group and demanded a refund ($295.00) for lack of progression since July when I was told no refund would be given. I will continue to fight until I rightfully receive my refund.Business Response
Date: 09/15/2023
Client hired us to assist him with an AL State issue. this was on 08/07/2023. When we contacted the state we were notified that the client had a compliance issue what he state that needed to be addressed. What we needed in particular were his W-2 with holdings to comply with what the state was requesting. The cleint sent a copy of the return sa** ****. ***** informed him of what she needed. I have included the email below for reference.
Comment posted by ***** ****** on [Wed Sep 13 03:25 PM 2023]:
EMAIL TO CLIENT:
From: ***************************
Sent: Wednesday, September 13, 2023 3:25 PM
To: ************************
Subject: 2012, 2013
The information you sent is not what I asked for. I asked for the state withholding information for 2012, 2013. I need the W-2's not tax retur**. You sent me the federal tax retur** for 2012, 2014, 2016. Please call me immediately.
***** ************ ************* ****
**** ***** *
************* ** *****
info****************In addition the client has numerous issue with the state which he failed to notify us. see case analysis below.
Comment posted by ***** ***** on [Tue Aug 22 01:11 PM 2023]:
STATE COMPLIANCE AND RESOLUTION CHECK
STATE: Alabama
YEARS-FILING STATUS---RF, NF, SFR---BALANCE OWED-----------REQUIRED TO FILE
2012-------------MFJ--------------------SFR------$2,818.74---------------Y
2013-------------MFJ--------------------SFR------$2,031.53---------------Y
2014-------------NA---------------------NF-----------0----------------------Y
2015-------------NA---------------------NF-----------0----------------------Y
2016-------------NA---------------------NF-----------0----------------------Y
2017-------------MFJ--------------------RF-----------0----------------------Y
2018-------------MFJ--------------------RF-----------0----------------------Y
2019-------------MFJ--------------------RF-----------0----------------------Y
2020-------------MFJ--------------------RF-----------0----------------------Y
2021-------------MFJ--------------------RF-----------0----------------------Y
2022-------------MFJ--------------------RF-----------0----------------------Y
Total Balance=$4,845.27
Is there a Revenue Agent?- No
Who is on power of attorney? *** *** *****
Balances: 2012-2013
Retur** that need to be filed : According to the agent, 2014-2016 will likely have SFRs soon if not filed. The balances for 2013 and 2012 are from SFRs.
Can we get W-2 information? If so how? Fill out and submit form 4506-W. $15 per year.
What are payment plan terms? 24 Months. Any day of the month.
Does payment plan have to be made ACH? If not where do we mail in payments? It is optional, and address is: Alabama Department of Revenue
Collection Services Division
** ** *** *****************A
* **********
Is there a payment plan form? If so what is it? Collection Information Statement – **** ************ This is the closest thing Alabama has to a payment plan form.
Is there a hardship/OIC process? Did we upload forms? Alabama does not have OIC.
Is there a taxpayer advocate? What is phone number? Yes, ************
Notes:
I called the state of Alabama and conducted a case analysis. The client's balance for 2012 has a full garnishment order agai**t it, which we cannot do anything about. The client also has a balance for 2013. The agent suggested calling back on 9/15/23 because the garnishment order will be complete by then and we can move forward with the IA. In the meantime, the agent recommended getting the retur** for 2014-2016 filed. She said there would likely be SFRS soon for these years if the retur** do not get filed. The current balances on the account are from SFRs.Client called in stating he no longer wanted us to work on his file and demanded a refund, We explained that we are doing exactly what we were hired to do and he was not entitled to a refund according with he terms and conditio** of the service agreement he signed on 08/07/2023. I have attached the service agreement as well. Please let me know if you need anything else.
Customer Answer
Date: 09/15/2023
Rejected. I have one balance according to the state. I want a refund.
Complaint: ********
I am rejecting this respo**e because:
Regards,
***** *******
Business Response
Date: 09/15/2023
read the tra**cripts this is from the state. You have numerous balances. No refund. please refer to the terms of your service agreement. We have done everything we were hired to do. You have multiple compliance issues with the state in which you failed to notify us,.
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