Complaints

The 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:06/06/2025

  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.

  Ive been a loyal client of The Buffaloe Group for several years. On April 3, 2025, I asked ***** whether they had time to complete my 2024 return or if I should file myself. She assured me they likely would before the April 15 deadline, and if not, theyd file an extension. I uploaded all documents on April 4.Nearly a month later, I received a return draft with multiple errors including issues Id flagged before they began. I disapproved it in their portal and followed up via chat. They later claimed they hadnt seen the comments, so I re-sent them via email and chat.A second draft came on May 13, still with major issues this time from not reviewing a spreadsheet I had submitted. Id also asked a question weeks earlier about a required form and got no response until after the second incorrect draft. I uploaded the missing form on May 14, but it was never acknowledged or used. Ive received no communication from them since then.I followed up on May 21 and May 28 with no response. On June 2, I terminated the engagement, revoked authorization for further work, and requested a refund. I then removed my documents from their portal, which they later mischaracterized publicly.On June 3, I received a single email response stating the $75 deposit was nonrefundable due to work performed, including filing an extension and two drafts. But this ignored the key facts: I never received a usable return, and my final submission was ignored. I replied the same day no response since.Their ****** reply falsely claimed I didnt collaborate or provide documents. I have full records showing otherwise.Their contract states work concludes upon delivery of the completed return which never occurred. They were unresponsive, failed to deliver the paid service, and locked my portal access.I request a full refund of the $75 deposit due to non-fulfillment of service. I made every good-faith effort to resolve this and have full documentation to support my timeline.

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond to this complaint.
  The client engaged The Buffaloe Group for 2024 tax preparation and agreed to our standard engagement terms, which include a nonrefundable $75 deposit. This deposit covers preliminary tax work, filing an extension if needed, and preparation of draft returns. This is clearly stated in our engagement agreement and onboarding communications.
  In this case, we fulfilled all obligations within the scope of our agreement:
  We filed an extension as promised.
  We prepared and delivered two draft returns, incorporating the clients comments and requested changes that met the standard allowable. 
  We remained available up until the client chose to revoke authorization and removed all documents from our secure portal, which prevented further work and breaking audit log. 
  We regret that this experience did not meet the clients expectations. However, we stand by the work completed and our policy regarding the deposit. We have communicated this to the client directly and fulfilled the contracted services to the extent possible.
  We respectfully decline to issue a refund in this matter.
  We wish the client the best in completing their tax filing with another provider.

  Please refer to the client provided signed engagement letters for supporting documentation.