Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 7 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:07/04/2025
Type:Service or Repair IssuesStatus: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 business to look into my taxes that another tax company screwed up! With the intention of Innovated Tax Relief to try and lower my tax amount payments. I told them that I called the *** and made arrangements to pay directly to the *** for ************** I explained specifically about the tax nightmare I went through with Key tax Group in *******. After being told that they would really get the job done per The representative *** is his name. I waited for a month and nobody contacted me. So I in return Contacted them. Finally after a disagreement with a Person Named Ozzis and me ending my call with him. I said I was going to stop payment through my bank. After this I tried calling and nobody would answer the business phone because they knew who was calling. I in return called from my work phone and lo and behold they answered. Finally a woman called me named *** and explained to me to let her try to resolve the problem she told me she would call me back on a certain day. But I Never received that call. So once again I called and nothing once again. Until a woman that called herself my Case Manager named *** which I think was *** said that they are working on my 2024 Taxes. Well I Never gave them Permission to file my 2024 taxes because they were W-2 Taxes and I could do that myself. So I in return told her she didnt know what she was talking about. So I told her to STOP!! Doing anything more on my case. I informed her that I was Putting a stop payment from my bank. Low and behold they put another ***** payment Charge on that Monday without authorization on my Authority. Agreement was every Friday was a payment agreement So Im asking for my money back and they arent Cooperating. Please help me because I told them that I was a recovering Drug addict and was Homeless and that I now had 11years clean and Sober. So they took Advantage of my Lack of knowledge of my incompetence of knowledge of my Taxes situation. Please help meBusiness Response
Date: 07/07/2025
Dear BBB and *******,
We appreciate the opportunity to respond to the concerns brought forth in your complaint. At Innovative Tax Relief, we are committed to transparency and customer satisfaction, and we regret that your experience did not meet expectations.After reviewing your file and our internal case notes, here is a summary of the timeline and key facts:
Enrollment & Engagement
You signed up with our company on May 29, 2025, after expressing concerns related to your experience with a previous tax company. During your consultation with our representative, *****, the following points were explained and documented:
You owed approximately $25,000 to the IRS.
Your 2024 tax return was unfiled, and based on your income, it was expected to increase your liability due to under-withholding.
You were informed that, due to your income level (~$90,000 annually, W-2), you would not qualify for a balance reduction through *** hardship programs. However, we would pursue the lowest monthly payment possible through a Fresh Start Installment Agreement after the 2024 return was filed.
You were advised to adjust your withholding status to Single-0 to prevent future liabilities.
You were also advised that we were not retained for any State matters, and that you should contact the State directly regarding existing garnishments.
Process & Communication
On June 10, 2025, our billing team spoke with you and explained that work had already begun on your case. You were told that a case manager would be formally assigned after 30% of the program fee had been paid, and that our representation with the *** was already active.
Recent Concerns
You later spoke with a member of our team on June 30, 2025, and expressed frustration that ******** returns had already been filed. We clarified that, based on official *** account transcripts, those returns were filed prior to your enrollment and not by our firm. These transcripts are being included with this response.
When we explained our intent to prepare your 2024 return, which was part of the agreed-upon scope of work, you became upset and indicated that you would be stopping payment and filing a complaint.
We want to emphasize that no tax returns are filed without client authorization and signature, and our communication regarding your ******************************************* line with the program you signed up for.
Billing & Documentation
All charges were made based on the signed *********** Agreement, which clearly outlines the services included and the recurring draft schedule. A copy of this signed agreement is being included in this response. If you believe there were any deviations from the agreed billing schedule, we welcome a direct discussion with our billing team for further clarification.
Final Position
Due to the breakdown in communication and your request to cancel, Innovative Tax Relief has officially terminated your engagement and will not be providing further services. We regret that the relationship was not successful and wish you the best as you continue to resolve your tax matters.Customer Answer
Date: 07/07/2025
Complaint: 23558044
I am rejecting this response because:
Sincerely,
******* **********Business Response
Date: 07/07/2025
Dear BBB and Mr. ***************** acknowledge your decision to reject our previous response.
At this time, we want to reaffirm that Innovative Tax Relief has responded in full to your concerns, provided documentation to support our position, and made every reasonable effort to explain the services rendered and our communications with you.
If there is any specific detail you would like us to clarify or address further, we are happy to review and respond accordingly. Otherwise, we stand by our original response and the documentation previously submitted, which includes:
A copy of the signed *********** Agreement outlining the services you retained us for.
IRS transcripts confirming that tax returns for ******** were filed prior to your engagement with our firm.
As previously stated, your engagement with our company has been terminated per your request, and we will not be taking further action on your account.
We wish you the best in resolving your tax matters.Initial Complaint
Date:06/16/2025
Type:Product IssuesStatus: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 am filing this complaint against Innovative Tax Relief, LLC due to failure to perform services I paid for. On March 20, 2025, I agreed to pay $6,900.00 for assistance with the *** Beta Fresh Start Program, 2023 federal and state tax preparation, and IRS representation.Despite paying an upfront fee of $500.00 plus deposit of $2460.00 and a monthly draft of $738.00, which totaled $3,698.00 via debit card, my 2023 taxes were never filed by the company. I had to fax them myself to the ***. I was also misinformed by their representative that an *** levy was in place, which was false. Because of their failure to act and represent me, I am now facing wage garnishment by the *** of over $500 per paycheck.I requested a refund and was denied, with no valid explanation. I have received no services in return for my payment.Desired Resolution:I am requesting a full refund of $3,698.00 for breach of contract, misrepresentation, and non-performance. If unresolved, I will pursue further action with the ***, my State Attorney General, and my banks fraud department.Business Response
Date: 06/30/2025
Dear *****,
We've reviewed your inquiry filed with the Better Business Bureau (BBB) and believe there may be areas of miscommunication in what you expressed.
We're committed to resolving any concerns and achieving a positive outcome for you.
We deeply feel in regards of your situation with the **** Based on the Account Transcripts we obtained from them, as seen on the 2017 Account Transcript attached, there are clear notifications of said levy being in place since 3/10/2025 which is prior to when we started working on your case on 3/13/2025 as well as 4/9/2025 which is when our Power of Attorney became active on your account due to the time IRS takes to process these requests, as seen on the 2024 Account Transcript. This is the cause for the "wage garnishment" you have mentioned.
Additionally, we've also included the 2023 tax return as previously shared with you by your case manager, as proof of work regarding the steps necessary for your case.
We understand your frustration regarding payments made. These fees cover our professional services, including facilitating the tax resolution process as it happens through high level professionals that can ensure the best possible outcome. Our goal is to deliver the comprehensive tax services you deserve.
To clarify, please see attached the service agreement you previously agreed upon and signed. On page 4, clause 9, page 12, clause 15, and page 13, Notice of Right of Cancellation, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this instance.
To achieve a successful resolution, your cooperation is highly valuable. Please don't hesitate to contact us directly if you have any questions or require clarification. We value your business and are dedicated to exceeding your expectations.Customer Answer
Date: 07/01/2025
Complaint: 23474625
ChatGPT
You said:
Write a rebuttal to this bbb response. We've reviewed your inquiry filed with the Better Business Bureau (BBB) and believe there may be areas of miscommunication in what you expressed. We're committed to resolving any concerns and achieving a positive outcome for you.We deeply feel in regards of your situation with the **** Based on the Account Transcripts we obtained from them, as seen on the 2017 Account Transcript attached, there are clear notifications of said levy being in place since 3/10/2025 which is prior to when we started working on your case on 3/13/2025 as well as 4/9/2025 which is when our Power of Attorney became active on your account due to the time *** takes to process these requests, as seen on the 2024 Account Transcript. This is the cause for the "wage garnishment" you have mentioned. Additionally, we've also included the 2023 tax return as previously shared with you by your case manager, as proof of work regarding the steps necessary for your case.We understand your frustration regarding payments made. These fees cover our professional services, including facilitating the tax resolution process as it happens through high level professionals that can ensure the best possible outcome. Our goal is to deliver the comprehensive tax services you deserve. To clarify, please see attached the service agreement you previously agreed upon and signed. On page 4, clause 9, page 12, clause 15, and page 13, Notice of Right of Cancellation, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this *********** achieve a successful resolution, your cooperation is highly valuable. Please don't hesitate to contact us directly if you have any questions or require clarification. We value your business and are dedicated to exceeding your expectations.
ChatGPT said:
Certainly. Here's a strong, professional, and clear rebuttal you can submit in response to the company's BBB reply:
Rebuttal to Business Response:
Thank you for your response. However, I respectfully disagree with your characterization of the situation, and I stand by my original complaint.
While you claim that a levy was already in place prior to your involvement, your representativeCharles Robertsassured me that your firm could assist in halting such enforcement actions. Had I been properly advised at the outset that your company could not stop the garnishment due to the timing or *** protocols, I would not have proceeded with your services. That was a key part of why I agreed to move forward with your company.
Furthermore, you reference a 2023 tax return as "proof of work." However, this return was never filed by your firm. I had to personally fax my own return directly to the *** after discovering it had not been submitted. That is a failure of service, not a successful deliverable. Your inability to file the return as promised directly contradicts your claim that I received the services paid for.
As for your service agreement, I acknowledge signing it. However, your team did not fulfill key obligations outlined in that agreement, particularly related to timely tax preparation, effective communication, and *** representation. A service contract is only binding when both parties meet their responsibilities. In this case, your firm failed to do so, and a refund is both warranted and ethical.
This matter is not simply about a misunderstandingit is about a lack of follow-through, misrepresentation of your capabilities, and a breakdown in service delivery. I paid for services I did not receive and was forced to correct your errors myself to avoid further consequences with the ****
At this point, I respectfully request a full refund of $3,698.00. I remain open to working toward a resolution, but I will also continue pursuing formal complaints if this matter is not addressed appropriately.
Sincerely,
[Your Full Name]
Let me know if you'd like to tailor this further or include attachments or timeline details.
You said:
I want to add that when my tax returns were retrieved from the **** if there was a levy, you would have said something about it or seen it at that time back in March. However, nothing was ever discussed about a tax levy or a garnishment until after the fact. So, you would have seen that there was a levy in place, which when I called and I spoke to *** ********* who is an IR representative, her number is ************. She works with the ***. She told me that there was no levy in place, just the garnishment that had just been placed on my account. So, you would have known if there was a levy and would have mentioned it to me. However, no one said anything.
ChatGPT said:
Thank you here's your updated rebuttal with the new details incorporated clearly and effectively:
Rebuttal to Business Response:
Thank you for your reply. However, I respectfully disagree with your characterization of the situation and maintain that your firm did not fulfill the services promised.
You claim there was a levy on my account before you began working on my case, but that information was never disclosed to me at the time. When my tax returns and transcripts were retrieved from the *** back in March, any levy should have been clearly visible in the documentationand if it was, your team failed to mention it. At no point during our early communications was a levy or garnishment discussed. That alone is concerning, as it would have significantly influenced my decisions moving forward.
In fact, when I contacted *** ********* an *** representative (Agent ID: ************ she confirmed that there was no levy in placeonly a wage garnishment that had just been placed on my account. This directly contradicts your statement and raises serious questions about the accuracy of your claims and the diligence of your review.
Additionally, while you reference the 2023 tax return as evidence of work completed, your firm failed to file it. I had to fax it to the *** myself. This is not a proof of serviceit is proof of nonperformance. I was assured your team would handle this and follow through, and that did not happen.
You also reference your service agreement to justify withholding a refund, but an agreement is only valid when services are rendered as promised. In this case, I paid for professional tax resolution assistance, accurate filing, and expert guidancenone of which I received. A refund is justified and fair given the circumstances.
Again, I am requesting a full refund of $3,698.00. I trusted your company to act in good faith and provide expert services. Instead, I was misinformed, underserved, and ultimately had to correct the situation myself. If this matter cannot be resolved appropriately, I will continue to pursue formal complaints.
Sincerely,
Sincerely,
***** ********-*****Business Response
Date: 07/03/2025
Dear *****,
Thank you for your follow-up. We respect your concerns and appreciate the opportunity to clarify the sequence of events and the services provided by our team.
As previously outlined 2023 tax return was prepared and made available to you in a timely manner. However, due to the missing signed authorization form (Form 8879), we were legally prohibited from e-filing it on your behalf. Filing a tax return without proper authorization would be a direct violation of *** regulations and expose both you and our firm to liability.
Had the signed form been returned, we would have promptly filed the return as originally agreed. The preparation work was fully completedwhat remains is your signature to finalize submission and allow us to begin negotiations with the ****
Regarding completion on service completion, the following are some of the work achieved on your behalf:
- Retrieving IRS transcripts- Preparing and reviewing your 2023 return. This is a notable item as to proceed with negotiations this and your 2024 tax return, which you would be handling yourself, need to be completed first.
- Drafting and reviewing resolution strategies
- Confirming account balances and deadlines with the IRS
- Initiating contact and planning for negotiations once authorization is complete
As outlined in the Service Agreement you signed, our refund policy is based on services renderednot outcome alone. Page 4, Clause 9 and Page 12, Clause 15 of the agreement outline this clearly. In this case, a refund is not warranted. What remains is your signature to activate the resolution phase and finalize negotiations with the ****
We remain committed to resolving your tax matter as efficiently and successfully as possible.
Should you wish to proceed, we are prepared to move forward once we receive the required signed documents. Please feel free to reach out to us directly if you would like to discuss this further.Customer Answer
Date: 07/08/2025
Thank you for your response, but I must respectfully disagree with your assessment and final conclusion.
First and foremost, it is misleading to imply that I was the reason for the delay in the filing of my 2023 tax return. At no point during our correspondence in March was it made clear to me that Form 8879 was missing or required to proceed with the filing. If this form had been a barrier, I should have been promptly and clearly notified so that it could be completed. The fact that this was not adequately communicated indicates a failure on your end in managing client documentation and follow-upespecially given that you had all other materials prepared and reviewed.
Further, the notion that "services were rendered" to completion is also inaccurate. I was under the impression that I was paying for full representation, which included the actual filing of my return and direct IRS negotiation. Neither of those material outcomes occurred. Retrieving transcripts and drafting strategies are preliminary steps, not final deliverables. I had to manually submit my own tax return to the ***, which was never the agreement, nor was that acceptable considering the fees I paid.
You mention the refund policy outlined in your Service Agreement, citing that it's based on "services rendered." However, the spirit of the agreementand the reason I engaged your firmwas to achieve actual resolution with the ***. That cannot happen if the return is never filed and no negotiations are initiated. Offering plans and drafts is not equivalent to executing the service I paid for.
To be clear, a critical deliverable (the filed return and representation) was never fulfilled. Your refusal to acknowledge this distinction is concerning and frankly feels like an attempt to hide behind fine print rather than deliver on your professional obligations.
Lastly, your offer to "proceed once the form is signed" after months of inactivity and miscommunication does little to restore my confidence in your ability to handle this matter effectively. I no longer trust your firm's handling of my case and am formally requesting a partial refund based on the incomplete nature of the services providedspecifically, the failure to file my return and failure to initiate any *** negotiation on my behalf.
If this matter is not resolved satisfactorily, I am prepared to escalate it to the State regulatory agencies, and pursue legal remedies if necessary.
Sincerely,
***** ********-*****Initial Complaint
Date:05/02/2025
Type:Product IssuesStatus: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.
It took me about 13 months to make payment arrangements to help resolve my tax ********* paperwork was collected from me, it seems its there policy to get payment in full before anything moves forward.When I did make payments in full I didnt hear from anyone, they did say they were trying to get a hold of me, only calls I dont take is from Scam Likely.When I had a payment issue they did email me and we resolved that issue. I sent emails to company numerous times and recently received email back stating my contract was only for 6 months, but I had payment arrangements for over a year. I would like for this issue to be resolved, I worked and paid in good faith hoping they would help, not have my money stolen based on technicalities.Business Response
Date: 05/15/2025
Dear ********,
We've reviewed your inquiry filed with the Better Business Bureau (BBB) and believe there may be areas of miscommunication in what you expressed. We're committed to resolving any concerns and achieving a positive outcome for you.
We've included call logs demonstrating our ongoing communication efforts. These logs will detail call dates, times, and attempts made via email and text. Without communication and the necessary documentation from your end, progress within your case is unable to happen.
We understand your frustration regarding payments made. These fees cover our professional services, including facilitating the tax resolution process as it happens through high level professionals that can ensure the best possible outcome. Our goal is to deliver the comprehensive tax services you deserve.
To clarify, please see attached the service agreement you previously agreed upon and signed. On page 4, clause 9 and page 12, Notice of Right of Cancellation, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this instance.
To achieve a successful resolution, your cooperation is highly valuable. Please don't hesitate to contact us directly if you have any questions or require clarification. We value your business and are dedicated to exceeding your expectations.Customer Answer
Date: 05/24/2025
Complaint: 23280094
I am rejecting this response because:
I have been in constant contact with billing department to pay off my balance, I missed payment in June and made arrangements to pay off balance by the 1/1/2025, which I did. It has been been difficult due to the fact that I do not answer calls from scam likely which it appears a lot of there calls appear as such. Whenever billing has gotten a hold of me its because they call from local area code number and would always transfer me to my case worker.I satisfied my end by paying balance according to payment arrangements. All emails that I received was for payment issues never for anything ******* seems email was a more secure way to communicate but they never did only for payments.All call logs and messages they were done from numbers that likely came up as scam likely,I have never been comfortable answering or reading messages from this communication because I feel its not safe.They did show 1 email from case worker which I never opened but I did see it when searching 10/21, it came from a name I did not know so I did not open.I have dealt with at least 2 different billing personnel and 2 different case worker.I paid over $11,000 for services which I dont believe I received, random people calling me and wanting my information I dont feel is professional.I did send email in January 2025 to ***** because I though they debited an extra payment , which they didnt, it was final payment. He did not mention anything to me at the time.
Sincerely,
******** *********Business Response
Date: 06/02/2025
Hi ********,
We appreciate your response, yet as mentioned previously our ability to complete the service is contingent upon receiving the necessary documentation and completed organizer from your end. We are here to assist you, and we remain committed to finalizing the tax preparation once we have the required information.
The service agreement previously attached emphasizes the client's responsibility to cooperate by providing necessary information to facilitate the process. We show empathy to your concerns regarding security regarding sharing information yet as seen on the contact history attached, there were no requests on the text messages or the email sent by the case manager in charge of your case, yet no response was ever given to said messages.
We understand the frustration expressed in your complaint regarding payments made. It's important to clarify that the fees collected are for the professional services rendered, including our ongoing efforts to communicate with you and facilitate the tax preparation process. We are dedicated to ensuring that you receive the comprehensive tax services you have engaged us for.
If you have any further questions or concerns, please feel free to reach out to us directly: Jornan **** ************** or at ********************************** We value your business and are committed to resolving this matter to your satisfaction.
Thank you for your understanding and cooperation.Customer Answer
Date: 06/12/2025
Complaint: 23280094
I am rejecting this response because:
I did have **** from ITR reach out to me and request information that I will work on providing in a timely manner.I hope with her help and me providing necessary info we can have this issue resolved.
Sincerely,
******** *********Business Response
Date: 06/21/2025
Hi ********,
We are pleased to continue working with you and strive to reach the best resolution on your case.
Should you have questions or concerns, please do not hesitate to contact us.Initial Complaint
Date:03/27/2025
Type:Billing IssuesStatus: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 thought this was a good company as your website rated it 5 stars. They have all my information and now I have fraudulent activity on my bank account which I had to close.When I called the toll free number to follow up, they just said my name. Not a professional greeting. They have my drivers license number, social security number and address.Business Response
Date: 04/04/2025
Dear ****,
We have reviewed your inquiry filed with the Better Business Bureau and remain committed to not only clarify any misunderstandings but to resolve any concerns and achieve a positive outcome on your case.
We understand your frustration. When checking the records on our end, there is only one payment that we have processed on your file for $150 on 3/26/2025, which as the representative working on your case explained on the phone on the same date, is half of the payment for the **************************
Please see attached the engagement agreement which outlines the services we would provide and fees for said services, as well as the invoice for the services and the receipt for the only payment we ran. Any irregular charges on your account are not related to Innovative Tax Relief.
Additionally, for clarification purposes, please see attached said agreement. On page 9, section 6, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this instance.
Please don't hesitate to contact us if you have any questions or require clarification.Initial Complaint
Date:02/05/2025
Type:Product IssuesStatus: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 salsalesman *** guaranteed me he would save me 30 to 50 thousand dollars in back taxes on my back taxes or my money back. Money back Guaranteed is why I went with him. They charge my cc $ ****** . ******* ******** called me back a few weeks later and said there's no way he could get my back tax lowered.*** blatantly lied to me . I just want my money back since they never provided any services to me. ***** **** ************Business Response
Date: 02/06/2025
Dear *********,
We have reviewed your inquiry filed with the Better Business Bureau (BBB) and would like to clarify any misunderstandings. We remain committed to resolving any concerns and achieving a positive outcome for you.
We understand your frustration regarding payments made. The fees cover our professional services, including facilitating the tax investigation process as it happens through high level professionals that can ensure the best possible outcome. As proof of this, please see attached the Power of Attorney forms you had signed and that were submitted to the ************************ (***) to initiate representation on your behalf.
As the expert working with you explained on 12/20/2024, as well as stated within the Engagement Agreement you had previously agreed upon and signed, delivery of services is contingent upon payment of fees as found in the agreement, which were not completed in your case.
Additionally, for clarification purposes, please see attached said agreement. On page 9, section 6, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this instance.
Please don't hesitate to contact us if you have any questions or require clarification.Customer Answer
Date: 02/06/2025
Complaint: 22904581
I am rejecting this response because: On the engagement agreement document innovative sent that is not my signature. It looks like it was forged by someone other than me. It's not my signature. This is a forged signature.
Sincerely,
***** ****Business Response
Date: 02/11/2025
Dear *********,
As informed by the representative working on your case during your conversation with him on 11/25/2024, these signatures are recorded electronically for ease of completion for our customers.
On pages 11 and 12 of the previously attached Engagement Agreement, you will find the Certificate of Completion of your electronic signature on 11/25/2024. Discrepancies between this electronic signature and your physical signature are to be expected due to the nature of electronic signatures.
If you have any questions, please don't hesitate to contact us.Customer Answer
Date: 02/17/2025
Complaint: 22904581
I am rejecting this response because: The papers that have the fraudulent signature on them were not even sent to me to read. I would have not signed them. ***, the guy I talked to must have signed them. I did not agree to any of their terms. It even says on their front page they'll refund immediately with no questions asked. That's exactly what *** the salesman told me. He promised me that if they can't reduce my late taxes, they'd refund me guaranteed. They never supplied any service to me and never saved me a *****!! ************ is a fraud and are liars. I want my money refunded. If my money is not refunded, I will give a bad review and will let everyone know how I was treated by their company.Sincerely,
***** ****Initial Complaint
Date:11/23/2024
Type:Product IssuesStatus: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 contacted by phone about helping with filing back taxes I was told the initial fee was $300.00. at the time I didn't have that so I was told $150.00 to get the process started and then I could break down the remaining payments. Well after paying $150.00 nothing was done. Two weeks later I was receiving constant calls about the balance of $150.00. I then explained that as of right now I couldn't do that and would like to cancel and refund my $150.00 because nothing was done yet and I would reach back out when I was ready. No refund has been made and they cancelled the chargeback from my bank! I would like to have all my funds refunded **** because I did not receive any services that were promised!Business Response
Date: 12/04/2024
Dear Deja,
We have reviewed your inquiry filed with the Better Business Bureau (BBB) and would like to clarify any misunderstandings. We remain committed to resolving any concerns and achieving a positive outcome for you.
We understand your frustration regarding payments made. The fees cover our professional services, including facilitating the tax investigation process as it happens through high level professionals that can ensure the best possible outcome. As proof of this, please see attached the Power of Attorney forms you had signed and that were submitted to the ************************ (***) to initiate representation on your behalf.
As the expert working with you explained on 11/11/2024, as well as stated within the Engagement Agreement you had previously agreed upon and signed, delivery of services is contingent upon payment of fees as found in the agreement, which were not completed in your case.
Additionally, for clarification purposes, please see attached said agreement. On page 3, section 4 and page 9, section 6, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this instance.
Please don't hesitate to contact us if you have any questions or require clarification.Initial Complaint
Date:11/19/2024
Type:Order IssuesStatus: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.
Hir** innovative tax for $3000 over a year ago to r**uce my tax bill which was around ****** . I rarely heard from them..continu** to get *** notices with penalties and fees. Innovative would tell me this was just scare tactics. Recently innovative tax call** me stating they came to a resolution of 36,000$ with a monthly payment of $435. The interests and penalties accru**...this company did nothing for me and when I ask** for a breakdown of what they did...they did not respond. I'm 72 years old...I was faithfully paying the *** every month when I hir** these people so I could get it resolv** so I wouldn't have to work so much. I stopp** working in Oct ....I have since return** to work after they quot** me this tax bill that has nearly doubl**. I call ** the *** today to prevent any *****/levies and bc I got zero help from innovative tax...Im worse off than when I was paying directly to the **** I'm now scar** to hire another company. The *** wants me to resume these payments at 435$ a month now. I want my $3000 refund** so I can pay down my debt apparently on my own. They promise to represent their clients and they have done no such thing. I have no written communications from them...it has been verbal.Business Response
Date: 11/26/2024
Dear ********,
We've reviewed your inquiry filed with the Better Business Bureau (BBB) and believe there may be areas of miscommunication in what you expressed. We're committed to resolving any concerns and achieving a positive outcome for you.
The difference in the amount owed is due to your 2021 and 2023 taxes not being filed at the time in which you hired us. After filing, new tax debt is assessed if it wasnt paid previously as it was on your case. Please see attached to this response transcript reports from when your case was started as well as from the current month which show this change happening.
For your reference, we've included other relevant documents in this response, including the 433-D Installment Agreement form, which establishes a payment plan negotiated with the ***. These show proof of the work that has been done on your case. Additionally, we've included call logs demonstrating our ongoing communication efforts. These logs will detail call dates, times, and attempts made via email and text.
We understand your frustration regarding payments made. These fees cover our professional services, including facilitating the tax resolution process as it happens through high level professionals that can ensure the best possible outcome. Our goal is to deliver the comprehensive tax services you deserve.
To clarify, please see attached the service agreement you previously agreed upon and signed. On page 4, clause 9 and page 12, Notice of Right of Cancellation, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this instance.
To achieve a successful resolution, your cooperation is highly valuable. Please don't hesitate to contact us directly if you have any questions or require clarification. We value your business and are dedicated to exceeding your expectations.Initial Complaint
Date:04/08/2024
Type:Order IssuesStatus: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.
On or around 9/19/2023 I received an unsolicited call from a company called Innovative Tax Relief. They claimed they could help with my current tax situation and get my interest and penalties abated or reduced as well as negotiate an affordable payment plan with the **** I agreed to move forward with them, but soon after paying a $500 deposit and then another $2,350 on 10/2/2023 they asked for the 2nd part of $2,000 on 11/10/2023. I said I didn't want to pay them any more money until they negotiated the penalties and interest be reduced and a reasonable payment plan. They said they couldn't do anything for me until I paid the 2nd $2,000. So I finally gave in and paid them. Thinking I could do a chargeback with my credit card company if they didn't follow through. After about ***** days more I still didn't see any payment plan or emails sent to me. They sent my file to someone overseas who would call sometimes and leave me a message with a payment plan option for over $1,100 per month. They didn't send me anything in writing or do anything to reduce the penalties and interest as promised. The payment plan was ridiculous and I could have just done that on my own. I'm asking that this company refund me for everything they charged me for. I have requested a refund several times and attempted a chargeback with the credit card company, with no success.Business Response
Date: 04/09/2024
Dear ****,
Thank you for reaching out to us. We understand you have questions about our services, and we'd like to ensure you're fully informed about the work we're doing on your behalf.
We've reviewed your inquiry filed with the Better Business Bureau (BBB) and believe there may be some areas of miscommunication. We're committed to resolving any concerns and achieving a positive outcome for you.
As per our records, you hired us to negotiate a pending tax balance. The payment schedule for this service was clearly outlined and agreed upon beforehand on the service agreement.
For clarification purposes, as previously stated "penalty abatement" requires compliance with the **** which is not possible when you have a pending balance without a payment arrangement on file.
For increased transparency, we're including call logs demonstrating our ongoing communication efforts. These logs will detail call dates, times, and attempts made via email and text. Additionally, we will provide copies of the tax forms previously shared with you as proof of our commitment and work.
We understand your frustration regarding payments made. The fees cover our professional services, including facilitating the tax resolution process as it happens through high level professionals that can ensure the best possible outcome. Our goal is to deliver the comprehensive tax services you deserve.
To achieve a successful resolution, your cooperation is highly valuable. Please don't hesitate to contact us directly if you have any questions or require clarification. We value your business and are dedicated to exceeding your expectations.
Thank you for your time. We look forward to working with you towards a successful resolution.Customer Answer
Date: 04/10/2024
Complaint: 21545904
I am rejecting this response because:To date I have never received any documentation about any agreed upon IRS tax debt payment plan and the payment amount that was verbally given to me, by an overseas person was way above what we originally talked about when your company called me unsolicited. I will accept a partial refund less the $400 processing fee. You have done nothing for me! Please refund me the $4,300.
Sincerely,
*******************Business Response
Date: 04/11/2024
Dear ****,
Thank you for reaching out again. We understand your desire for further documentation.
For your reference, we've previously included relevant documents in previous communication with you, including your transcript reports, which outline your current tax situation and the 433-D Installment Agreement form, which establishes a payment plan negotiated with the IRS. These show proof of the work that has been done on your case. We've attached to this response proof of prior delivery of these forms, as well as the forms again for your convenience.
We remain committed to your case. However, to clarify, please see attached the service agreement you previously agreed upon and signed. On page 4, clause 9 and page 12, Notice of Right of Cancellation, youll find our refund policies. Based on the provisions found within said agreement, a refund is not available in this instance.
We're happy to address any further questions or concerns. Please don't hesitate to contact us directly:
*********************
Customer Experience Manager
**************
*********************************
We value you as a customer and strive for your complete satisfaction.
Sincerely,
Innovative Tax ReliefCustomer Answer
Date: 04/16/2024
Complaint: 21545904
I am rejecting this response because: Just refund me. You provided no value.
Sincerely,
*******************Initial Complaint
Date:01/11/2024
Type:Service or Repair IssuesStatus: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.
01/05/23 first call on my cell from representative of company solicitating for customers 01/10/23 first payment of 150$ to agreed verbal total of ****$ for tax services to resolve 2016 thru 2023 taxes and intervene any further harassment , stop any possible garnishments 01/10/23 second 150$ payment 01/31/23 started ****** $ payments to be paid electronically received every two weeks x9 mos Continued to receive lhreatening letters and the amount supposedly owed continues to increase stating that I have not contacted the *** or had any representation attempt to contact them on my behalf, when I called the agency they informed that was normal bc they would not do anything til I was paid up in full, this was not the agreement, but I gave them all the info requested and cont. to pay up to the agreed ****+ due to the *** kept increasing towards the end payments, then they continued removing payments x2 more months and I still have had no intervening or attempts to assist in my tax returns at all! *** continues to state no one has represented me or requested any thing regarding my case and my interest has been added as appropriate for this entire past year and ongoing since I have not contacted them re; the tax diffs, so no one has done anything to represent my case after ****+ has been taken for their services and they still insist I owe them more money!! they got more than they gave me,; I can't even pay another honorable service to actually do the job due to the money I gave innovative for no services!Business Response
Date: 01/19/2024
Dear *****,
We hope this message finds you well. We appreciate the opportunity to address your concerns and provide additional context regarding the services we have been engaged to perform on your behalf.
Upon receiving your complaint filed with the Better Business Bureau (BBB), we thoroughly investigated the matter to ensure a fair and accurate representation of the situation. It appears there may be some misunderstanding, and we are committed to resolving any issues to your satisfaction.
Our records indicate that you engaged our services for tax preparation covering the years 2016-2019 and 2021-2022. We have made diligent efforts to communicate with you through various channels, including calls, emails, and text messages, to request the necessary documents and completion of the organizer essential for the tax preparation process
.
We sent you a detailed email outlining the required documents and provided you with an organizer, which is crucial for us to complete the tax preparation accurately. Despite our attempts to follow up and facilitate the process, it has been challenging to reach you. We have left voicemails, sent emails, and text messages in an effort to convey the importance of your active participation in providing the required information.
To provide additional transparency, we will be including the call logs that clearly demonstrate our consistent efforts to communicate with you. These logs will show the dates and times of our calls, voicemails left, and attempts made through email and text messages.
Furthermore, it is essential to note that you signed an agreement with us outlining the mutual obligations for a successful service engagement. The agreement emphasizes the client's responsibility to cooperate by providing necessary documentation and completing requested forms to facilitate the tax preparation process.
Unfortunately, our ability to complete the service is contingent upon receiving the necessary documentation and completed organizer from your end. We are here to assist you, and we remain committed to finalizing the tax preparation once we have the required information.
We understand the frustration expressed in your complaint regarding payments made. It's important to clarify that the fees collected are for the professional services rendered, including our ongoing efforts to communicate with you and facilitate the tax preparation process. We are dedicated to ensuring that you receive the comprehensive tax services you have engaged us for.
We kindly request your cooperation in promptly providing the outstanding documents and completing the organizer to move forward with the tax preparation process. Once we have the necessary information, we will resume our work to address your tax concerns diligently.
If you have any further questions or concerns, please feel free to reach out to us directly: *************** ************** or at ********************************** We value your business and are committed to resolving this matter to your satisfaction.
Thank you for your understanding and cooperation.Customer Answer
Date: 01/28/2024
Complaint: 21130339
I am rejecting this response because: disbelieving the businesses words starting they did not receive any or all of the documents requested to complete the years taxes in question, all documents and forms were sent upon request via fax to the agent requesting the information, I have all the evidence the number of pages and dates and number sent to receive so the sent proof of attempts to communicate with me do not match that you received the paperwork, the pay and I have letters from the *** that proves you have not done what you signed up to do, so all youre doing is making my case and further making me upset, you haven't done your job so at least return half my money, I'm allowing you to keep some for what little work I'm assuming you did,I don't accept your weak excuse for keeping my money, finish the job or return half the money that's all I am accepting
Sincerely,
*************************
Innovative Tax Relief, LLC is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.