Complaints

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• Initial Complaint

  Date:01/08/2023

  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.

   
  Complaint: 18704369
  
  I am writing to reject this business response. I had requested to cancel my account in October 2022, but my request was not handled in a satisfactory manner.
  
  I encountered difficulty while trying to cancel my account, and despite my efforts to reach out to Corvee's customer service team, I was unable to cancel my contract. I understand that Corvee's contract end date was November 28, 2022, and therefore I called and texted to cancel my contract back in October 2022 when the company tried to process my next payment.
  
  I believe that Corvee should have provided me with the information and support I needed to cancel my contract in a timely and efficient manner. I also believe that the company should have made more of an effort to reach out to me and discuss the renewal, as well as address my request to cancel instead of asking me to update my payment method.
  
  I would like to request that Corvee's leadership team review my case and provide me with a full refund and full cancellation as per the contract. 
  
  My attorney requested to have a call with me and a Corvee representative on January 18 which received no response from a Corvee representative as of the morning of January 25.
  
  I hope that Corvee will take appropriate action to resolve this issue and ensure that all customers are treated fairly and released from their contractual obligations when a request is made in a timely manner.
  
  Thank you for your attention to this matter.
  
  

  Sincerely,
  
  ***************************

  ation, he responded with "Please review your attached agreement".Which states that I can reject the automatic renewal within 30 days of renewal, which I have been doing via text, phone calls, and emails for over 3 months!This company lacks integrity and breaches its own contract by ignoring customer requests to cancel (written AND verbal). I recommend any reading this to work with a reputable company such as Intuit that has a legitimate cancellation process and customer service and will only charge you $75 per tax plan created.Corvee is in the business of manipulating customers to pay for an overpriced service, sign unfavorable terms, and when an attempt is made to cancel within the time period, the company ignores your request. It's shame that I have to take time away from my business and family to file a complaint with BBB, but until the account is canceled and I receive no further communication from this fraudulent company, I will explore every legal action possible.

  Business Response

  Date: 01/21/2023

  We apologize for the difficulty the customer encountered while trying to cancel their account. At Corvee, customer satisfaction is our top priority, and we are sorry if our service fell short in this instance. We attempted to reach out to the customer to discuss the contract and address any concerns, but unfortunately, our efforts were unsuccessful.

  We understand that the contract end date was 11/28/2022 and the request to cancel was received in January 2023. In order to consider a mid-contract cancellation, we request the client to speak with a representative of Corvee to gather information.  The client refused multiple attempts to discuss the contract.

  We are grateful for the opportunity to serve the customer and hope to have the chance to provide a better experience in the future. We are proud of the impact our Tax Planning software has had for this firm, resulting in the production of almost 60 tax plans with over a million in estimated tax savings found for their clients.

  If the customer has any further questions or concerns, please do not hesitate to contact our customer service team. We are here to help and ensure that all of our customers are satisfied with our products and services.

  Corvee Client Success and Leadership Team

  Business Response

  Date: 02/01/2023

  We apologize for the difficulties encountered during the attempt to cancel the contract. At our company, customer satisfaction is a top priority, and we are sorry if our service fell short in this instance.

  According to our records, no previous attempts to cancel the contract before the renewal date have been documented. We made multiple attempts to reach out to the customer to discuss the contract and address any concerns, but unfortunately, our efforts were unsuccessful.

  We understand the customer's request to cancel the contract was made after the renewal date, and in order to consider a mid-contract cancellation, we have been trying to schedule a phone discussion with the customer to find a resolution quickly. However, we have not received a response.

  We are committed to providing the best possible service to all of our customers and would like to resolve this issue as soon as possible. If the customer has any further questions or concerns, please do not hesitate to contact our customer service team.

  Thank you for bringing this matter to our attention.
  

  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18704369
  
  I am rejecting this response because:

  I called in October 2022 when my payment did not go through to cancel my contract. I left a message and assumed the contract was canceled. When I realized my account was still not cancelled, I called again to cancel my account in November 2022. After several attempts of not being able to cancel that account, I then began sending emails and text messages in December 2022 requesting to cancel my account. The company ignored my request for cancellation via phone and text and continued to ask me to update my payment information before and after the cancellation period. 

  I made several attempts to discuss this matter with the company with my attorney present and they refused to do so. When I followed up to have a schedule a call with the company, I received the following response from *********;******** "******, I think at this point since those last two payments were disputed.  We would have to wait on the response from your bank before we could proceed with anything from the billing department. I have told them to let me know as soon as we get any information back."

  The company is more concerned with collecting unauthorized payments than addressing cancellation requests. Hopefully, the *** can prevent companies like this from making it this difficult to cancel contracts within the agreement terms.

  I reject any mid-contract cancellation and expect a full contract cancellation. I do not want to use the software or have any relationship with the company. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2023

  We apologize for the inconvenience experienced during the cancellation process. Customer satisfaction is our top priority, and we regret that we were unable to meet your expectations. Our records indicate that no previous cancellation requests were received prior to the contract renewal date. Despite multiple attempts to reach out and address any concerns, we have been unable to make contact.

  As the cancellation request was made after the renewal date, we are still willing to schedule a phone discussion to find a resolution. 

  Please note that due to the customer's request not to be contacted, and the disputed payments, we cannot process a return until the dispute is resolved. Corvee has ended the contract and will not be collecting any further payments. Our goal is to resolve this issue as soon as possible and provide the best possible service to all customers. If you have any further questions, please don't hesitate to contact our customer service team.