ComplaintsforBryteBridge Consulting LLC

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I contracted ************ initially to do my taxes in 2022, to do my 2021 990-EZ tax filings, to perform tax services. They charged my account two separate transactions of $486.50, totaling over $900. I have called four times today and all four times the number on the website has hung up and said that no one is available. I emailed my prior contact at the company, his names was ********************* ********************************

  Business response

  03/14/2024

  Hello,

  We spoke to client and understand this complaint this was an error and misunderstanding on their part as a third-party was attempting to assist them and did not fully understand the situation. We completed the work for the client in 2022 and provided the documentation to the client. Please see attached. We also do not have any phone issues reported and hundreds of calls received during the day. We would like to ask this complaint to be redacted since it was a client misunderstanding, not a fault or issue with our service. Please see attachment for details. 

   

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company at the beginning of 2021 to reinstate my 501C not-for-profit business, I talked to a lady name Luz for a month sending all the information for the business. emailing back and forth getting the information right. I noticed a few months went by and I did not hear anything from her. I called for a month and no answer I emailed and someone contacted me and said she was going to be my advisor. she asked me for the same information as the last lady All information was given to her. The same as the last person's unanswered emails no return calls. I had to send an email to Mr. Dean who never responded but was eager and answered every email and call when I signed up and had to pay my money. Finally, a Director calls me and states that he is going to work on my stuff he apologized a million times for the mishaps promising that he was going to complete everything. We spoke a few times he sent me documents to sign and I received a letter in the mail from the IRS that things were missing so they could not process this task. The Director emailed me and we scheduled a phone meeting which ended in me owing them 600 dollars for the IRS processing fee but he was going to pay $300 for me. I could not believe the nerve of this man asking for more money when he should have been doing it for free after they dropped the ball on my project I’m furious so I ask for a refund and he sends me all these documents in an email stating this is all the work they did which was not the right business info they were supposed to be reinstating. They said they will only give a $738 refund out of $1753. How is this possible when my work has not been completed and I’m still not reinstated, he says well send us the money and we can get it processed with the IRS. I urge everyone to stay away these people are a rip-off and I have not received any compensation for the money I paid for services.

  Business response

  06/07/2023

  We are actively trying to come to a resolution with the client. We wish to provide the BBB with a formal written response, as we take such matters and our client's trust seriously. This client's experience is not typical, as we work with over 5000 nonprofits each year and have very few issues. We certainly understand clients' frustrations. However, it's important to share and acknowledge the work we do in partnership and cooperation with our clients; both parties share responsibility for favorable and unfavorable outcomes. The service the client ordered from us; we are one of the leaders in this space within the US. We share only to reflect we know what we are doing regarding said services. Reinstating a nonprofit is time-consuming, challenging and depends on detailed information, financials, and cooperation. Once we have everything, we can complete our part of the reinstatement orders within 30-60 days. Once we have submitted, the IRS timeline is another 3-9 months, depending on their backlog and seasonality. However, we cannot fulfill our obligations without excellent and accurate information. In reviewing the clients compliant, we do acknowledge there were early communication While we acknowledge communication challenges due to staff turnover early on, throughout the order, we have been waiting on critical details; and some of the information provided has shifted/changed, making it challenging to move throughout the phases of the process or to finalize.
  
  Understanding the Client's Communication Frustration
  The client's frustration with early emails/calls not being returned does have merit, as we did experience turnover during those months, and the client was contacting two employees who were no longer with the company. While we could have better monitored past employees' communication, we offer many other methods to reach us, including a customer service phone center and an online ticket system. Additionally, we recently launched new technology and systems to improve client communication, as emails can get lost, missed, or buried.
  
  Balance, Refund, and Communication
  Per the receipt the client copied in the BBB correspondence, it clearly states, "IRS Filing Fee is not included in the order. To file your 501c3, the IRS will require $600.00."
  We do this both verbally at the time of order and on the receipt, as this is the IRS fee is separate from our fee. We said we would pay half of it in good faith, viewing it as a form of partial refund and a good gesture.
  
  Lastly, the client recently asked to terminate the work/relationship. We said we could do that and issue a partial refund as we have spent numerous time and energy on this effort, but our concern and preference are to see the work through as if the client terminates, the position will be awkward for them or another third party to pick it back up and finish, as there are many moving parts. We are so close but need cooperation, communication, and partnership to see it through. The length of time to finalize this project hasn’t been due to a lack of capability or effort on our part
  
  Resolution
  We want to see our work through to ensure the client is in a position of strength. To be a good partner, we are willing to do a refund and finish our work; the client will need to pay the IRS their fee. Please look for communication from management to coordinate the next steps. Alternatively, we will offer a refund if the client no longer wishes to pursue reinstatement. In that case, we ask the client to put into writing/email that they are no longer pursuing reinstatement with the IRS, so we have the documentation they changed their mind vs. us not being willing to fulfill our obligation. Again, we prefer to see this through and ensure the client is in good standing with the IRS.
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reached out numerous times as they are not provided the services agreed upon. Nor are they providing any services in a timely and professional manor. We have since requested cancelation and refund of unused assets. After we removed there permission to act on our behave they reached out to state departments and filed paper work with out our express permission and furthermore the information is inaccurate. Working with this company was intended to be a breath of fresh air but has in fact put us in a situation worse off then we have been in over a decade of existence.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made an appointment with this company and they started texting me at bizarre times of day - like 6:15 a.m. reminding me of the appointment. However, they didn't keep their appointment. They no showed and they won't respond to me any longer. I wonder why? Is it because my non-profit is to help minorities?

  Business response

  03/08/2023

  RE:
  I made an appointment with this company and they started texting me at bizarre times of day - like 6:15 a.m. reminding me of the appointment. However, they didn't keep their appointment. They no showed and they won't respond to me any longer. I wonder why? Is it because my non-profit is to help minorities?

  
  Hello,

  
  We have investigated this complaint. While there was an opportunity to handle this better, this should not be BBB-worthy or something for the permanent record. We do have a problem with the comment regarding working with minorities. It's not only offensive but baseless. We are a diverse team, and much of our work is working with and supporting minority-backed nonprofits. In addition, the person that the meeting was booked with is also a minority.

  
  We want to respond to the complaint with supporting facts and let the BBB and readers draw their conclusions.

  
  Here are our findings. The client clicked on "Book a meeting consultation" on our website. As part of this option, users can select text reminders of the appointment. The system is a ********* system and reminds people a few hours before their scheduled meeting. See the attached screenshot where the client can choose the text reminders. The booking system configuration is eastern standard Time. With the client on Mountain time, we assume this was a mistake as they booked for 9:15 Eastern Time. The company didn't send texts or attempt to bother the client. The ********* scheduling system sent Automated text reminders based on clients' preferences.

  
  The book meeting feature is auto assigned to a representative and booked on their calendar to contact the client at the scheduled Time.
  The consultant assigned to this meeting called in sick via a team message at 7:19 am. See screenshot. Name covered to protect team members. Our current scheduling system doesn't have a master view where we can see and move meetings from a person's calendar. We believe this is what lead to the misunderstanding. The team member was sick. Each team member is responsible for rescheduling or reassigning any scheduled client calls. Due to the team member's illness, the team member missed reassignment and communication.

  
  In querying all emails in our company system for anything sent or received from this prospective client, we found the email below in a general email box. The email was about three hours after the scheduled meeting. It's quite an allegation when we never communicated with or met with the client, let alone know who they are. We ask to have the complaint removed due to the baseless allegations.
  
  Email from client to general inbox
  "I didn't get a call from anyone. It's really funny how I've made appointments with so many fiscal sponsors that just don't keep their appointments. It makes me wonder if there's something unpalatable about a nonprofit that you perceive as serving the ****** ******** ********** You can't even cancel the appointment? You just no show because you have ZERO respect for ******? "

  
  Final Word
  The complaint was a simple oversight due to a sick employee. We are disappointed judgment was passed so quickly and with baseless comments, let alone feel compelled it was worthy of a BBB complaint. We never spoke with client or provided services to them, yet here we are responding to a complaint. Based on clients' email above, it appears other companies burned them, and we are being lumped in and punished for it.

  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase 501c3 preparation on March 14, 2022. I completed the questionnaire. I reached out numerous times on the status and they sent me details to log into an account to review the documents. I asked the person working on my file to contact me to talk in person no results. Nothing was file nor completed. I recently reached back out to and the person is no longer with the company. I requested that I get a refund and close my account, it's been months and nothing have been done.

  Business response

  12/08/2022

  We have reviewed the client's complaint and contacted client directly to resolve. We have issued a full refund.
  
  Upon or review, we see where the miscommunication took place. Client started the work themselves prior to hiring BryteBridge. Upon their order being assigned, the project manager noticed the work the client attempted on their own was done incorrectly with the state. We corrected by filing an amendment, so the client was properly registered at the state. Here is the email our team member sent to client upon filing.
  
  Hi,
  I wanted to let you know that I have added you to ShareFile to see the prepared documents.
  Before the **** is submitted, we will want to wait for the state approval of the Amendment. The Amendment was filed to add the necessary IRS provisions to your incorporating document.
  I will reach out soon when I receive the approval.
  
  
  Shortly after this email, the project manager who caught the client error and corrected with the state left the company. Unfortunately, they were monitoring the state status and communication to continue monitoring did not occur. All work was done and completed, but final communication never took place This explains why the client wasn't receiving responses, as the project manager was no longer with the company. This was an uncommon and unfortunate event. We since tried to work with client to wrap up the work and help, but ultimately client requested a refund. We honored their wishes and have sent a check by mail on 12/7.
  
  While we are proud of our nonprofit team of experts, mistakes happen. We trust this should resolve this matter and demonstrate good intentions and our responsiveness in addressing client concerns.
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a quote for $149 to register my business as a Charity. A month after I paid for the service I called to check the status. My file wasn't put through because they wanted an additional $100 then another $35 and one more fee. Now the only amount in my quote was $149 so I'm trying to figure out where all these other charges are coming from.bi spoke to her 24 hours earlier and none of the additional fees were mentioned. They refused to refund my money.

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/06) */ Contact Name and Title: Brian ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@***********.com This has been resolved and one of our managers is working with client. Client paid for our services to complete the charity registration for their nonprofit. Each state charges filing fees and not only do they vary by state, they can vary by year i.e. is it first time registering or is it a renewal. Both through the invoice and in phone conversations this was communicated. Client accepted and paid for the invoice which also disclosed. (see attached). We believe this was a simple case of misunderstanding of the difference between our fees and the fees that get collected on behalf of the client and passed through to the state. Our fee was $149, the state fees were $135. As a courtesy we collect and pass on to the state to make it easier for our clients. We don't always collect the state fees right away until state fees have been verified and filings are ready to process. This way we do not risk over or under charging our clients. We hope client also believes this was a simple misunderstanding and marks it as resolved.

*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. ↩