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:07/20/2023

  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.

  To whom it may concern,I am writing to file a complaint against SPRINTAX for a service I received in April 2023. I paid $49.95 for a tax report specifically for **************. Unfortunately, upon receiving the report, I found that the form was incorrect and rendered unusable for my tax filing needs.To rectify the situation, I promptly contacted SPRINTAX, expecting them to address the issue. Regrettably, they denied my request for a refund. To further complicate matters, the document I received is now encrypted, making it impossible for me to open or access.As a consumer, I believe I have the right to expect accurate and functional services for the fees I pay. The product provided by SPRINTAX was not fit for purpose, and their refusal to refund my payment, despite the evident fault, is both disappointing and unprofessional.I am hopeful that by addressing this issue through the Better Business Bureau, I can receive a just and timely resolution. I kindly request BBB's assistance in mediating this situation. My primary objective is to receive a full refund of the $49.95 I paid for the unusable tax report. I believe that a fair transaction should uphold the principles of honesty and integrity, values that seem to have been overlooked in my dealings with SPRINTAX.I have attached all relevant documentation, including the receipt of my payment and any correspondence with SPRINTAX concerning the matter.Thank you for your attention to this issue. I am looking forward to a favorable resolution.

  Business Response

  Date: 08/17/2023

  Dear *****, 
  Thank you for your feedback! We are looking forward to this opportunity to bring clarity to the situation. 
  You have submitted an order on March 24th for a ************** tax return. The tax return was prepared offline by one of our tax experts and uploaded to your www.sprintax.com account on April 3rd. 
  The reason why you requested a refund was due to the fact that your ********** earned income is not included in the ************** tax return. We have provided a reply on April 4th and confirmed that since you are a part-year resident, based on the information you reported in Sprintax, only your MD earned income is considered taxable for the ***********.
  Therefore, our tax experts have confidently concluded that your ************** tax return is correctly prepared. Keeping in mind, the Sprintax Terms & Conditions you have read and agreed with before registration, you do not have a valid reason to be refunded the processing fee.
  Furthermore, your tax return is password protected with the last four digits of your Social Security Number. It is still available in your Sprintax account. 
  Moreover, the processing fee of $49.95 was disputed through your bank on April 19th. We have submitted a reply to your bank with all available evidence. The issuing bank has resolved this dispute in Sprintaxs favour. The disputed amount of US$49.95 has been returned to us and we take this as further confirmation that your case is not eligible for a refund. 
  Keeping all of this in mind, we are confident in our decision not to issue a refund.
  
  With best regards,
  The Sprintax Team 

• Initial Complaint

  Date:04/25/2023

  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 reached out to Sprintax customer service through chat regarding an exemption from federal tax withholding using the **4 form. I informed the rep that the form wasn't showing that I am exempt when it should show that I am. She told me to process the form and it would populate that I am exempt on my **4. After processing the form it still did not show an exempt status. I reached out to Sprintax customer service chat again and the representative was not able to provide me with a solution to correct the form to show exempt. I asked for a refund due to the fact that I was provided with an incorrect form and that there wasn't a solution to fix it. She refused and offered Sprintax's email to reach out to their team.I have now been in correspondence through email for the last 4 days and have not been provided with any solutions or offer of a refund. I have asked them numerous times to contact me by phone to answer their questions. However, they ignore my request and send questions that I have already provided the answer to in a previous email. It is evident that the customer service team has no solutions to help me correct the form provided and refuses to issue a refund. Sprintax has a duty to provide the service the customer has paid for. If it is not done correctly they should assist with fixing the issue. If either of those conditions aren't met there should be a refund. The fact that I need to make the company aware of this is sad.

  Business Response

  Date: 05/15/2023

  Dear ******, 
  Thank you for your feedback! We are looking forward to the opportunity to bring clarity to the situation. 
  We reviewed your Sprintax Forms account and your W-4 form is correct. Youre not under exempt status in the ** youve selected that your current immigration status is ** NAFTA ******************* As exempt status is considered statuses: F/J/M/Q. 
  When it comes to the exemption from withholding federal taxes, article XV of the ** ****** tax treaty says that your total gross income for the taxable year shall NOT exceed the amount of $10,000. If you expect to earn more than $10,000 during tax year 2023, youre not eligible to claim the tax treaty exemption. 
  ARTICLE XV
  Dependent Personal Services
  1. Subject to the provisions of Articles XVIII (Pensions and Annuities) and XIX ********************* salaries, wages and other similar remuneration derived by a resident of a Contracting State in respect of an employment shall be taxable only in that State unless the employment is exercised in the other Contracting State. If the employment is so exercised, such remuneration as is derived therefrom may be taxed in that other State. 
  2. Notwithstanding the provisions of paragraph 1, remuneration derived by a resident of a Contracting State in respect of an employment exercised in a calendar year in the other Contracting State shall be taxable only in the first-mentioned State if: (a) Such remuneration does not exceed ten thousand dollars ($10,000) in the currency of that other State; or 
  (b) The recipient is present in the other Contracting State for a period or periods not exceeding in the aggregate ************************************************************************************************************************************************************************************** that other State.
  In the Tax Forms info page at your profile, youve outlined that you expect to earn more than $10,000 in 2023. If you were eligible for the treaty, the system would produce an **** form for you. 
  The W-4 form is correct. As a nonresident alien, below line 4(c), weve printed ***. This means that you wont be able to claim the standard deduction on your annual tax return, therefore, your wages shall be taxed based on the *** tax brackets from the first dollar you earn in the **. 
  We value your business and we hope to continue our professional relationship moving forward.
  
  Kind regards,
  The Sprintax Team

• Initial Complaint

  Date:04/20/2023

  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 filed for ************* state tax 10 days back but still, haven't received it even after the deadline and enormous questioning by experts by mail. Upon asking for a refund I was stated that it's against their terms and conditions though I was able to point to the agent the point which states [Cancellation of your purchase of a Sprintax Product or Service with refund may be approved by Sprintax only for non-automated Sprintax Products (those which are not delivered instantly at the time of payment] and was given a mail to request for a refund. Even after days, I haven't heard back from that mail and had to go back to talk to an agent, explain them, and was given a different email. As i have already filed for my state returns now, I would like a refund for the service.

  Business Response

  Date: 05/12/2023

  Dear ****,
  Thank you for your feedback! We are sorry to hear that you had a negative experience with the service.
  Your ******** tax return was prepared and uploaded to your www.sprintax.com account on April 21th. Please keep in mind, that certain State tax returns on Sprintax are prepared offline. Furthermore, since your case was more complex we had to contact you multiple times to request additional information to insure the correct preparation of your tax documents. 
  Keeping that in mind, we consider the service was delivered on our side in a timely manner given the order date. We value your business and we hope to continue our professional relationship moving forward.
  
  
  All the best,
  The Sprintax Team 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19959412
  
  I am rejecting this response because:
  I was contacted about the same set of questions multiple times where the answer was always provided within hours.
  The state tax was to be prepared within 4-5 business days, considering the payment was done on 10th ***** and document was provided on 21st ***** post due date, the document was nowhere provided in a timely order.

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

  Business Response

  Date: 05/31/2023

  Dear ****,

  We apologise for the delay in organizing your refund. As per the information we have, the refund shoulld had been made on May 20, 2023 so we believe you should have already received your funds. Thank you for your patience!

  Kind regards,

  Encho

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Dear Better Business Bureau,I am filing a complaint against Sprintax for failing to prepare and file my ******************* tax returns by the April 18th, 2022 deadline, despite charging me for their services.Despite my attempts to contact them, I have not received any indication that my returns were filed on time. This has caused me a great deal of stress and anxiety, and I feel that I have ************* by their company.I believe Sprintax engaged in unfair and deceptive business practices by charging me for a service that was not provided in a timely and efficient manner. I request that the Better Business Bureau investigate this matter and hold Sprintax accountable for their actions.Thank you for your attention.Sincerely,*****************

  Business Response

  Date: 05/10/2023

  Dear ****,
  Thank you for your feedback! We are sorry to hear that you had a negative experience with the service.
  We have approved a refund for the State tax return you have purchased through www.sprintax.com. Please expect the funds to be available back to your credit card in around 5 business days.
   We would also like to confirm that we will take extra measures and do everything we can to avoid such unfortunate situations. We value your business and we hope to continue our professional relationship moving forward.
  
  
  All the best,
  The Sprintax Team 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19949469
  
  I am rejecting this response because: I have not received a reimburse within the time window promised by Sprintax.

  I guess I should not be surprised given Sprintax' proven history of being unable to deliver on its promises.
  
  Sincerely,
  

  Business Response

  Date: 05/31/2023

  Dear *****************,

  We would like to confirm that since you raised a dispute as well, it was accepted so that the refund can be arranged. The funds should have already received, so please check with your bank.

  Kind Regards,

  Encho

  Customer Answer

  Date: 06/04/2023

  Dear Better Business Bureau,
  I have evaluated the response provided by the business concerning my complaint, ID ********. I acknowledge that a reimbursement corresponding to the amount I initially paid to Sprintax has been arranged.
  However, I feel it is crucial to mention that this solution barely meets my expectations. The delay attributed to Sprintax has resulted in an additional expense of $150 on my part, incurred as late fees from the **** Due to my lack of confidence in their customer service, I don't expect ********************** to reimburse this as well.
  Yours sincerely,
  *****************

• Initial Complaint

  Date:04/05/2023

  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'm filing this complaint on behalf of my girlfriend who is a J-1 **** holder and teacher. She is unfamiliar with ** taxes so I helped her navigate the website and answer all the questions. The email address used is different from mine. We went thru the entire questionnaire and didn't realize until after paying that it had switched from an amended return to a new return. We contacted the company immediately over chat to fix the issue and they refused. They said they couldn't refund what was paid and they refused to let ** pay the difference for an amended return. When I asked why they just kept saying it was in their terms of service. I'm sure they've done this to a lot of people and most international students/workers just don't complain. I'm also planning on filing a complaint with the ***** What they're doing is unethical.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19899693
  
  I am rejecting this response because: Sprintax contacted us separately and offered to let us pay the difference between a new and amended return, but that's no longer acceptable since we had to file with a third party. We had already waited a month and couldn't wait any longer to file.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/31/2023

  Dear ***,

  Before we authorise your refund, please send us the names of the taxpayer and confirm the email address used for the account. Considering you are not the user, we would appreciate also a copy of ID of the taxpayer and then we will arrange a refund.

  Kind Regards,

  **************

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 19899693
  
  I am rejecting this response because: I need to send the necessary info so the refund can be issued. The taxpayer's name is *************************** and her email address is ********************** I've also attached her ID with sensitive information blacked out. Let me know if you need anything else.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/14/2023

  Dear ******, 
  
  We have approved a refund for the Federal tax return purchased by Ralen through www.sprintax.com. Please expect the funds to be available back to her credit card in around **** business days.
  
  We would also like to confirm that we will take extra measures and do everything we can to avoid such unfortunate situations. We value your business and we hope to continue our professional relationship moving forward.
  
  All the best,
  The Sprintax Team 

• Initial Complaint

  Date:03/21/2023

  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 was charged $24.95 for a post filing service , according to their refund policy, I qualify for a refund. I spent a few hours discussing this and the policies with an employee and their manager, yet was consistently given different reasons they would not refund the charged, many of them not included in their policies. The company eventually ended the conversation abruptly without resolution. Can you please help me be refunded? Thank you for all your assistance.

  Business Response

  Date: 03/23/2023

  Dear ******,
  Thank you for your feedback! We are sorry to hear that you had a negative experience with the service.
  
  Before you make a registration you are provided with the Sprintax Terms and Conditions, which also include our refund and cancellation policy. You are required to read and agree with them in order to successfully set up an account with Sprintax. Based on the Terms and Conditions you have agreed with, cases not eligible for a refund include the following:
  (5) You changed your mind after purchase and no longer want the Sprintax Product or Service because of that;
  . You can check our full Terms and Conditions here: ************************************************************
  Therefore in accordance with the Terms and Conditions you have read and agreed with, we do not approve your request for a refund.
  We value your business and we hope to continue our professional relationship moving forward.
  
  Kind regards,
  The Sprintax Team

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19631205
  
  I am rejecting this response because: according to the refund policy, "to qualify for a refund, user must not have been delivered the ********************** Product or Service," and I have not been provided the service. I did not fill out the **** form that would authorize you to provide me with the ******************* or deal with any Post-Filing concerns on my behalf. Before even starting the process of paying my taxes, I asked for a refund from your company as soon as I saw this unauthorized charge was on my account.

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

  Business Response

  Date: 04/03/2023

  Hi ******,
  
  Thank you for using Sprintax.com
  
  We have approved a refund for the Sprintax post filing service for the amount of $24.95. Please expect the funds to be available back to your credit card in around 10 business days.
  
  All the best,
  The Sprintax Team Tell us why here...

  Customer Answer

  Date: 04/10/2023

  Please confirm this will be credited it to the card with the last four digits ****. Thank you. 

  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,
  
  *******************

   

   

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19631205
  
  I am rejecting this response because:
  

  Yes, it was marked as resolved due to Sprintax reporting they have made a reimbursement to my account. This reimbursement was not completed and I never received the refund they reported providing me. Do I need to open another complaint case or will the BBB reach out to the company about this issue?
  

  
  

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

  Business Response

  Date: 05/10/2023

  Hi ******,
  
  Thank you for using Sprintax.com
  
  We have approved a refund for the Sprintax post filing service for the amount of $24.95. Please expect the funds to be available back to your credit card in around 10 business days.
  
  All the best,
  The Sprintax Team

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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 reached out to the business to ask if their software supported certain forms required for the ******** tax software with no response. I ended up purchasing the software in order that I could check to see if I could answer my own question while I waited for a response, and in doing so was locked out of making further edits to my return before filing. The company still has not responded to any of my questions and I am unable to file based on the current return generated.

  Business Response

  Date: 03/13/2023

  Hi ******,
  Thank you for your feedback. We are sorry to hear that you have experienced issues with your Tax preparation.
  Through the years Sprintax has helped hundreds of thousands of non-residents in solving their ** and ****** tax returns. The software can cover many different cases and scenarios however sometimes,certain situations might be more specific for the software to handle, or the users could experience technical difficulties when passing through the preparation process.
  Our developers have unlocked your account, so that now you can make the needed changes on your ******** tax return, using this 100% discount code designed especially for you. We have already sent you an email with the discount code.
  
  Please note that due to the upcoming filing deadline in ****** on 30th April we cant process and reply to the rising number of requests immediately.
  
  We trust that the issue has been resolved now as per your request. Thank you for using Sprintax!
  
  Kind regards,
  The Sprintax ****** Team

• Initial Complaint

  Date:01/29/2023

  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 encountered sprintax when I googled for a way to efile my 1040NR form for 2022. According to their website *********************************************** as well as blogs they post (for example, *****************************************************************************), sprintax advertises an option to efile. At no point was I alerted that I would not be able to efile until after I made the payment. After making the payment, I didn't know where to find the option to efile and there was no reference to e-filing whatsoever. It was only after I messaged the automated chat that I was notified that I could not efile. I paid ***** USD for the efile that was not completed for either the state or the federal return, and there is no customer service to seek a refund. This is false advertising and I hope that other non-residents seeking to efile will not fall for this false advertising.

  Business Response

  Date: 02/07/2023

  Dear *****,
  
  Thank you for your feedback! We are sorry to hear that you had a negative experience with the service.
  
  Through the years Sprintax has helped hundreds of thousands of non-residents in solving their ** Federal and State tax returns. We have also made yearly upgrades to the software and are offering free e-filing for your Federal tax return. Furthermore we have provided all the details and limitations to our e-filing option on our website, FAQ and support team.
  
  Our team has reviewed your initial issue and it seems that the system hasn't let you e-file, due to a missing control number on your W2 form. We have reached out to you and after the control number was added, you were able to e-file your Federal income tax return.
  Furthermore we have also checked and your ******** tax return has been prepared during the promised time frame.
  We also have a 24/7 support team to which you can reach out in such cases and they will assist you further. Unfortunately we weren't able to locate any correspondence with our team prior to us reaching out a few days after your account was completed, however we can confidently confirm that you have received all services for which you've paid for and have also availed from the free e-filing option with Sprintax. 
  We would also like to confirm that we will take extra measures and do everything we can to avoid such unfortunate situations. We value your business and we hope to continue our professional relationship moving forward.
  
  Kind regards,
  The Sprintax Team