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:03/14/2025

  Type:Service or Repair 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 added a partnership returns (LLC) with 3 States: MD, CO and NY, added 5 partners in the federal returns. I went to the MD returns, it selected partnership as entity type for me - no place to change it to LLC. The MD returns module also combined my 5 partners into 2 partners - software literally combined my 1 individual partner and 1 business partner into 1 K-1 - their name are combined into 1 line on the K-1; software did it twice and omit the last partner. I went to NY returns, the software duplicates 1 of my partners 3 times, carry over 1 partner from the federal seemingly ok, the other 3 partners are missing. It's wasting me too much time to wait for a ticket to be fixed, figuring how things work, reading AI generated answer (which is wrong). It feels like I am a beta tester for an unfinished product, except I have to pay to participate in the test. I don't know if I could trust the software on other areas. this is tax, taxpayers send us stuff 1 week before deadline and we can't wait 1 day for the company to fix things before we move on to discover another issue to submit another ticket.

  

  Business Response

  Date: 03/28/2025

  We appreciate you taking the time to share your feedback, and we understand your frustration with the issues you're encountering. However, we need to address a few points. First, it appears you did not attend the 1-1 training session that was scheduled for 2/11/25. Proper training is essential for understanding how the software functions and to ensure accurate setup and use, especially for complex partnership returns.
  
  From your description, it seems that training is required to provide instruction on how to configure your system to work most efficiently for partnership ownership entries and states. Proper setup would have been covered in the training session. Additionally, it looks like some overrides were made, such as with the Method of Depreciation, which may be contributing to the errors you're experiencing. We did review some items that you brought to our attention and those have been sent to our Development Team for an update. 
  
  Unfortunately, we cannot offer a billing adjustment for these items. We highly recommend scheduling a Tech Rep session to get you set up and trained. We want to make sure you're fully equipped to use the software effectively and efficiently, so please reach out to us for the support you need.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  

  First, I have attended the 1on1 training, and in fact, the first 1on1 training was not enough to answer all my questions, and I and the trainer scheduled an additional 1 hour on another date.
  
  Second, you are mixing issues encountered from different returns. 
  
  The major issue with the partnership return I had, is that when I input 4 partners in Federal return, the software combined the 4 partners into 2 partners (first name field being 1 partner, last name field being another partner).  There was NO depreciation information entered in this partnership and depreciation should NOT affect partners' info.
  
  The ticket about depreciation is simply asking how to suppress TAX depreciation on BOOK balance sheet (Sch L).  It appears your software does not do that at all, therefore my overrides.  I submitted a ticket to ask how to suppress tax depreciation on ticket ##*******.  Software support sent me 2 articles, 1 article is to teach how to tax depreciation is calculated, this is irrelevant.  Another article is a dead link.  I have to override the depreciation so my Sch L is align with my book due to a LIMITATION OF YOUR SOFTWARE.  
  
  How dare you say my overrides in 1 return due to a limitation of your software cause the error of the partners info in another return? Do you understand tax at all? do you understand these are different returns? do you understand partners information and depreciation info are completely separate topic? why are you mixing them up?

  I could go through the tickets 1 by 1 and let you know which one the support team fixed and which one support team is answer something complete irrelevant.  But it looks like your goal is not to solve an issue, but to place blame on your customer.  

  I am even more unsatisfied with this response from the business because the business is trying to place the blame on me based on false information.  
  
  The attitude of the business will be shared amount my CPA peers. 
  
  Regards, 
  *****

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising 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.

  On 12/28/24 I purchase their professional tax preparation software. I logged into my account to set it up and purchased 7 additional locations and signatures verifications. Their system only charges me $1.00 per location and $25 per signature pack ( I purchased 3 of them). I have reached out to them and they refuse to honor my purchase as there was an error on their website. ON 02/05/24 I received a call from a ****** ***** who stated he was the operations manager and stated he was not going to honor my purchase as they pricing was wrong then proceeded to hang up on me while I was talking. I then proceeded to reach out via the chat and he joined the chat when I asked for his supervisors name he told me no. I want this purchase honored and to have ****** ***** boss to contact me directly regarding his unprofessional manner.

  

  Business Response

  Date: 02/08/2024

  Our website accurately displayed the option to add extra locations for $550 each. The customer included 7 locations in their cart, fully intending to pay the total transaction amount. However, a glitch in our system resulted in a charge of only $1.00 per location after entering the credit card details and clicking the "Buy Now" button. It's important to note that by confirming the order, the customer agreed to the purchase price presented on the checkout screen. Unfortunately, we cannot provide $3,850 worth of services for just $7. The addition of each extra location incurs higher administrative and support costs for our business, which far exceed the amount paid for the product.

  There was no intention of deceptive practices; the pricing discrepancy was a clear mistake, and the customer was not misled into making a purchase beyond their expectations. The customer did not suffer any damages due to the lower price, and there was no attempt to artificially raise the price to entice the purchase.
  

  The customer was unprofessional with our employees and ****** had no choice but to end the call to de-escalate the situation. ****** also took over the chat for these same reasons.

   

• Initial Complaint

  Date:06/07/2023

  Type:Billing 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'm an ERO and have been with MyTaxPrep since 2015 and since that time I have noticed a drastic change in the way My Tax Prep operates. In years pass ERO where paid their Add On Fees regardless if they plan to renew or not. However year after year My Tax has been finding ways to hold those funds. Last year as ERO we were not given a choice as it pertains to our Add On Fees, we were forced to agree to My Tax Prep Office holding our Add On fees and applying it to renewing our upcoming tax season software. This should not be forced upon anyone. I was given one option when I questioned this practice, I was told if I don't use my Add on fees to renew my upcoming tax season software I will then forfeit my Add On fees. It should be up to each ERO whether they choose to renew their software or not and be threatened of forfeiture of monies earned as a punishment. I recommend the AG of GA look into this practice.

  

  Business Response

  Date: 06/09/2023

  We appreciate our loyal customers who have trusted us with their business for many years. This is the first change we have made to our Add On Fee policies since 2015 and follows a standard industry practice. We made current customers aware of the change in policy in May of 2022 via email and then customers had to agree that they had read the new Terms and Conditions again before enrolling for bank products for Tax Year 2021. But we did not require them to renew using their Add On Fees for Tax Year 2021 as the policy was new. We only implemented the policy in full this year (Tax Year 2022) after reminding our customers again of the change before they enrolled to use bank products. This customer also received her software from us for free for four years, from 2017 until 2020, as part of a promotion regarding the number of bank products funded. We continued to give her free software for these years even though the promotion had ended. By renewing early this year using her Add On Fees, the customer saved a significant amount of money on their renewal. We also have one of the lowest transmission fees in the industry allowing our customers to keep significantly more money when they use Add On Fees with MyTAXPrepOffice. 

• Initial Complaint

  Date:06/06/2023

  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.

  I contacted the renewal support department to issue my add on fee check WITHOUT taking a software renewal fee and I was told that was not permissible. Prior, I had made 3 calls and sent an email to which there was no response. I held for a renewal department supervisor today, Jessica. I explained the situation and why it was unfair and somewhat predatory. (1) I called the office 01/23 and explained that we would not be in business the following year. The representative and her supervisor confirmed that I had nothing to worry about and I would not be FORCED into renewal. The call is documented. (2). They know we have no use for the software and they still insist we pay for it although the offer no refunds on renewals. (3) I DID NOT agree to the forced renewal policy on the current year application and there is proof of that as well. I received incorrect information from multiple members of their team. Jessica, the supervisor, had to "dig further" requiring a call back. She "came up with" I had agreed to the renewal back in 05/22. That certainly seems like they "threw it in" almost to be undetected. However, even with that instance, I called AFTER THAT to ask for advisement considering our situation. Never did the representative I spoke with or her supervisor say to me that its best just not to use the add on fee because I already signed an agreement in May.2022. Instead they told me it was fine. This was all before I had billed any client meaning this could have been avoided. NOW that they have the money, there is not work around. Why not tell me on the front end. Now I am being forced to pay for something I can not use. Although I explained this to Jessica, she stated that she and Robert, her supervisor WILL NOT uphold what I was told MOST recently by THEIR staff member. Why would the company even want money for a product that can not be used. I have attached the portion of the policy that states that they CAN change at any time as well as proof I did not agree.

  

  Business Response

  Date: 06/19/2023

  We have spoken with this customer and resolved the complaint. 

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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 have in email from the company that once my package was up for renewal every 5 years, since I signed up with this great software one line company when it was not accepted by all revenue offices. Now I have the confirmation of it will be in my account for the same pricing. Lifetime- Now it’s not available same sales rep, I sent email proof of detailed questions and responses- but instead tells me to pick a different package and they can’t renew the same special offer & package like it was indicated and assured that to me in email confirmation. That is not ethical and for anything tax related with sensitive information should uphold something as a written assurance of a pricing… it’s like why dismiss my request as if you did not acknowledge your commitment. Then acknowledged what he said but now it seems that he was incorrect. And the email chain confirmed that I asked over 3 different ways. I’m very upset that no management has responded back or replied. Hopefully they can understand that this community is extremely your word is your bond , morally & ethical. That’s why we are tax professionals licensed.

  

  Business Response

  Date: 05/09/2023

  This particular plan was purchased five years ago and is no longer one of our plan options. It has been discontinued for several years. The commitment to allow the return credits from the original plan to be used for 5 years was honored. We are happy to work with this customer on pricing for one of our other affordable plans. 

• Initial Complaint

  Date:03/08/2023

  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.

  I have been a recurring customer with MyTaxPrepOffice since 2019. Within the past 2 years, their system glitches have caused me grave errors on my client's tax returns. Just recently I am missing a business tax return that was filed and accepted. The K-1s were imported to the personal returns and are still attached. The system even prompts that the "K-1s have been updated, please amend the returns", when I open them. However, the 1120S is missing. My client needs this to buy a house. Last year, the glitch duplicated K-1 imports which inflated another client's AGI and caused the IRS to assess a higher liability. I had to amend those taxes due to this glitch. The push notifications and progress bars for the portal do not work as of late. This tool is vital because it helps me keep track of who needs their returns prepared and filed. This software cost me $845.00 this year and the quality has deteriorated terribly. When it was $450.00 the quality was way better. I don't know what has changed but I am very displeased with my services. And these inconveniences are costing my business money. I have attempted to contact a supervisor or tech support and I keep getting the third party answering service. This is ridiculous. We are dealing with sensitive information and their systems are causing more problems and errors on tax forms. This is serious.

  

  Business Response

  Date: 03/15/2023

  Customer satisfaction is very important to us and we welcome every opportunity to assist our customers with their questions. We carefully review each support request and make sure we have done our best to offer solutions. The business return that was missing was deleted by the customer. Even though it was after business hours, we restored this return for her shortly after her inquiry so she would have it available for her client the next business day. The duplicated K-1 import was never reported to us, but this is not a known issue with any other returns from last tax season. The customer has e-filed several hundred returns through MyTAXPrepOffice with no issues. We do not use a third-party answering service. All calls are answered by our Customer Success Specialists during phone support hours. This customer called in and spoke to a representative twice on 2/24/23. A Customer Success Specialist attempted to contact her six times on the afternoon of 2/24/23 to give her an update on the portal notifications and to make sure she had notifications enabled in the software. We left a voicemail with her twice and once we were hung up on. We appreciate our loyal customers and feel we have done everything in our power to ensure this customer had a good experience. 

  Customer Answer

  Date: 03/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not receive any calls from them in regards to the notifications. Do they have the correct number? I gave the representative my cell number and told them not to call the business line considering it is peak season and the line remains busy and tied up. 
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 03/21/2023

  We keep detailed notes on every incoming and outgoing call. We called the customer's cell phone number as requested and left a voicemail message letting her know we would try back again and give her an update. We then called several more times with no answer (each time to the customer's cell phone number). If you still need assistance, please call at your convenience. We understand tax offices are busy during the tax season. Our Customer Success Specialists are always ready to help. 

  Customer Answer

  Date: 03/21/2023

  
  Complaint: ********
  
  I am rejecting this response because I know it to be untrue. Either way, this will be the last year I will use your product. No further response is needed. I will take my business where it is appreciated. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:02/14/2023

  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.

  I have purchased two years of this software unfortunately this product is the worse software that I have ever owned. I have been on the phone with them at least 10 times to have issues fixed. Many of the responses are we are not sure why that happened. After hours of trying to solve the issues by myself I resort to having to call them. This has been hours of my time- that has really resulted in bad customer service. I have asked for a supervisor prior today and was told to they would do a call back. I am now on the phone with them again patiently waiting for a supervisor to come on the phone, I wouldn't accept the call back option. I am very concerned about this software and feel that this software should be looked at-

  

  Business Response

  Date: 02/27/2023

  A supervisor has called and spoken with this customer and Customer Success Specialists are working with them to answer any questions they may have. As a professional tax preparation software company in business for 9 years, the IRS tests every aspect of our software and provides approval every tax season. We take pride in our excellent product and great customer service. ** **** ********* ** ***** ********** **** ** **** **** **** **** ** ***** *** **** ********** *** **** **** **** ******** ******* *** ** *** ****** *** **** ********* ** *** ** ****** ** **** **** **** **** ******** *** ** ********* ********** **** *** ******* ** *** ********

• Initial Complaint

  Date:05/31/2022

  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.

  On 4/18/2022, my tax preparer used My Tax Prep Office software to prepare my 2017-2021 tax returns. There was a major glitch in their software causing my 2018 & 2019 tax returns to become merged into one and, therefore, neither could be completed on 4/18/22. My tax preparer submitted my tax returns (2018 & 2019) to support team which took 10 days to resolve. Problem is 4/18/2022 was the deadline for my 2018 tax return to be postmarked by midnight. Because the glitch was not resolved in a timely matter (not until 10 days later on 4/28/2022), I'm no longer eligible to receive my state refund of $854 because it's now past the due date (4/18/2022). My tax preparer called to speak with the owner, Robert J**** on numerous occasions (4/28, 5/3, 5/9, 5/16, 5/17, 5/18, 5/19, & 5/24) only to be told that he'd call her back each time which he neglected to do so until 5/24/22. During that conversation, he stated that he would not be providing my check for $854 because I waited until the deadline to file. As per IRS, it's my option to do so as long as my tax return is postmarked by midnight on the due date which it would have, had it not been for the glitch in his tax software. And even if I had filed a week prior, support took TEN DAYS to resolve the issue so it would've still exceeded the deadline. My tax preparer tried to resolve the issue with Robert J**** on my behalf but he was totally uncooperative & made it clear that he had NO intentions to rectify the situation. Instead, he blamed me for "exercising my right to file on 4/18/22 by midnight." He stated that the issue was complicated & required an extended amount of time to resolve, yet he took no responsibility for the loss of my state refund of $854. I'd like your company to help in acquiring my check for $854 that I'm rightfully entitled to. Thank you in advance. Sincerely, ***** *******

  

  Business Response

  Date: 06/08/2022

  We have thoroughly reviewed this customer's case. The 2018 tax return could not be e-filed because the IRS only accepts e-filed returns for the past three years 2019, 2020, and 2021. Even if there was an extension filed in 2018, the three year deadline was passed on October 15, 2021. The 2018 return would need to be paper filed and the $853 refund was already forfeited by missing the IRS three year deadline. The 2019 return was rejected as a duplicate submission by the IRS as it had already been filed, either electronically through another software or paper filed. The taxpayer will need to discuss this with her tax preparer. According to our records, the 2020 and 2021 returns were e-filed successfully and accepted by the IRS on 4/18. We have looked into the delay in our response to the tax preparer and have updated some processes to improve our support system regarding this case. But despite the delay, the 2018 return was already past the deadline that had expired the year before and therefore, the refund was not negated based on our actions. 

  Customer Answer

  Date: 06/10/2022

  
  Complaint: ********
  I am rejecting this response because: The response submitted by My Tax Prep is FALSE. Deadline to file 2018 tax return is April 18, 2022. Please see attached screenshot. 2018 tax return is first filed in 2019 and tax payers have up to 3 years after that (by 4/18/22) to file or forfeit their refund.  It's disappointing that a company who deals with tax software is misinformed regarding tax deadlines. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/21/2022

  We have spoken to this customer personally and resolved the complaint to her satisfaction.