Complaints

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• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $400 to receive a financial analysis, an itemized transcript liability by tax type, period, principal, penalties, and interest and a prepared a strategy for services based on findings from Integrity. ***************************** failed to connect with me on our first scheduled meeting on Monday May 20, 2024 at 4 pm then requested a reschedule. We rescheduled and he missed again. When we finally spoke Wednesday May 22, 2024 I stated if I could receive a copy of he financial analysis and solution by email to review with him as he discussed with me. He stated he was not in the office, and did not have access. I asked him why he would not have that ready to provide me especially since all of this is taking place remotely by phone. He argued and I stated that I am starting to feel like this was a scam. I stated I prefer a refund and he argued and then stated he didn't want my money anyway. Very unprofessional. I never received any information, no analysis and no solution. I spoke to someone today May 23,2024 and he refused to give me my money back and also provide me documented analysis. I would like my money back!

  

  Business Response

  Date: 05/30/2024

  
  On 5/13/2024, after a lengthy free consultation to discuss her past due tax situation, client signed a ************ Services Contract.  This contract is concise, specific and very easily read. 
  *** Services Contract stipulates that our company will do 5 things:
  1.  File *** Form 8821 (Tax Information Authorization)
  2.  Contact the tax authorities and obtain;
             a.  Collection Statute Expiration Dates
             b.  Years Owed
             c.   Amounts Owed
             d.  Missing return information
  3.   Obtain and review Tax Transcripts for tax debt balances specified in item #2
  4.   Itemize Each liability by Tax Type, Period owed on, Principal (tax), penalties and interest
  5.   Prepare a strategy for further services based on the info obtained in items 1-4
  
  One hundred percent of the above work has been completed.  *** results have been delivered to the client.
  Not mentioned in the contract, but standard for us in cases like this clients,is to conduct a financial analysis as well. This allows us to accurately predict end resolution services. 
  We scheduled a call with client to do the Financial Analysis, and we called the client on that time, but had to ask her to continue with us at a different time, because the rep she was to meet with had not finished another case yet.  *** representative called back at the time he had rescheduled for and the client did not answer.  He then called her several times over the course of the next few days but could not make contact.
  *** next time we contacted the client, she called me a scam, claiming we had not done the work.  She told me again that we had not done the work on our agreement, and I tried to offer to email her all results, then speak once she had reviewed, so everyone understood what we had done.  She refused to accept that and refused to allow me to speak any further.
  
  She demanded a refund.  We explained that we could not refund her, since the contracted work had already been completed,for just $400.00.  Again I offered to share results with her and to reschedule the final conference to explain the results to her, but she hung up on me.
  
  Immediately we emailed her a full accounting of all work performed, all results, and the following notification:
  *********,
  As you can see by the 31 attachments on this email, our firm has indeed filed the *** 8821 Form, as expressed in your signed contract.
  Once the *** acknowledged the 8821 (Authorization for Tax Information) we obtained and reviewed years and years of your tax account transcripts (attached), TRTs (attached), and also Wage and Income Transcripts (attached),for unfiled years and problematic years. 
  This is the work you paid for, and it has been done already.
  
  This process gave us a full accounting of the ***s side of your tax issues.
  
  I understand there was some back-and-forth with scheduling the final consultation (financial assessment and resolution proposal).   I stand by this company, and the hard-working people here.  It is not rational to call us a scam, or try to bully us to refund you our fee, after all this work has been done.  And it is certainly not reasonable to threaten to call in complaints unless I give you money.   You **********************, and you were bullying me.
  
  Please, review the attached info.  Our computers track time and resources expanded here, it is all documentable.  We have earned the $400.00 you paid, and then some.
  
  Lets get back on a call, with a positive attitude, and try again please.
  All you need to do is allow us to do the financial assessment for you then provide a resolution proposal, in writing. 
  Again, I attached the pertinent parts of your tax file, so you can see that wat I am telling you is factual.
  
  
  Our position is that the work has been completed, in perfect time, and with perfect quality.  And the client is in possession of all that work.  As such, we cannot refund the client. 
  
  *** resolution to her dispute is very simple; Client should allow us to hold the conference with her to express the exact resolution to her case.  At that point, she can hire us again to do the additional work or use the information from that conference to hire someone else with the knowledge we have gained.
  

  Customer Answer

  Date: 06/13/2024

  Dear BBB,

  In response to Integrities statement about my claim, I did not receive any information and/or analysis as contracted until I complained directly to ***************************** on Monday 20, 2024.  As a matter of fact, ******************** said he would give me my money back because he no longer wanted to work with me.  I said, "great".  The information they provided did not come to me until May 23, 2024.  It was all information I already knew, like my tax history status and amount owed to the *** (tax transcripts); nothing more.  I paid to get an analysis of how to go about negotiating, steps or documents needed to move forwar4d and bring my status current and remove a lien.  I still am unaware of what my options are to move forward being in good standing with my arrears with the ***.  They sent me information on 5/23/2024 and it's 3 days after my last discussion with ***************************** on 5/20/2024.  They are unprofessional and I should not have to pay and be bullied to pay for a service they did not provide and on top of that make me feel awkward and scared of retaliation towards my private information.  This has been a horrible experience and no consumer should be treated this way, especially with such delicate information.

  Thank you.

  

  Business Response

  Date: 06/20/2024

  On 5/13/24 the client signed a Service Agreement for an *** Tax Investigation and paid the $400 required. Within the Tax Investigation we provide the client with a full breakdown of their liability and conduct a financial analysis to determine what is the best resolution that fits their current situation. We then provide the client with another Service Agreement for representation and resolution. We scheduled a call with the client to perform the financial analysis and unfortunately we did have to reschedule the call with the client. We contacted the client at the newly scheduled time and the client did not answer. The client was called several times over the course of the next few days, but could not be contacted to complete the financial analysis. The next time we were able to speak to the client, she claimed that we were a scam, claiming that we had not done the work and we offered to send her all of the results then speak again once she had reviewed the information. The client refused that and refused to allow us to speak any further. In order to proceed with the final step of this process, we need to conduct a financial analysis with the client over the phone to determine what resolution she would qualify for and that opportunity has not been provided by the client. On 5/23/24, the client was provided with an email and 31 attachments related to the *** debt and still refuses to get on the phone so we can conduct the final stage of this process. Integrity Tax Group is more than happy to take the time with the client to conduct the financial analysis and provide her with the results which she has not allowed us to do.