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Business Profile

Accountant

1-800Accountant

Headquarters

Complaints

This profile includes complaints for 1-800Accountant's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 480 total complaints in the last 3 years.
    • 261 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/24/2025

      Type:Delivery 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.
      Date of transaction: 5 December 2024 Amount: ******* Business was committed to provide a specific accounting team, coordination of services through a portal, scheduling and booking keeping. This business provided almost nothing they advertised. They stated a 30 day refund period. In that 30 days they no-call no-showed, so there was nothing to evaluate as the next scheduled meeting ran beyond the 30 day period. After this period, there has been almost no coordination and random calls during the day when I'm either in meetings or traveling.After, I reached out to a representative. He was interruptive and not helpful in listening to the concerns I had. Since that call, on the 24th of February, they canceled my service outright.

      Business Response

      Date: 02/24/2025

      Hello *****,

      We truly regret to hear that your experience did not meet expectations, and we appreciate you taking the time to share your concerns. Reliable communication and timely coordination are essential aspects of our service, and we sincerely apologize if we fell short in these areas.

      We understand your frustration regarding the scheduling issues and ********************. We are currently initiating an internal investigation, which will take 10 to 15 business days, to review your case thoroughlyincluding your service history, scheduled meetings, and any missed communications.

      Once our review is complete, we will follow up with our findings and the next steps.

      Sincerely,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/25/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I have made several calls to try and alleviate this as an issue.  Each time I've been assured that a new team will be provided and that better coordination will be apparent.  This is not the case.  To this point, I've talked to some polite folks and some that are not so polite, but no actionable results.  I have taken more screen shots of what my options have been since January of this year.  When I try to select tax preparation services, I have to again agree to more terms and conditions (to which I've been constantly reminded of in my calls).  I'm then asked for additional payment information and thirdly, prompted for either paying an additional ~350 dollars for "Expedited" tax service, or I can file an extension. Given I could go down to H&R Block today and get my taxes done, I believe this to be just another money grab.   The entire premise of the system doe not function as advertised.  They have not provide quality service that is tailored to the individual with a dedicated "team" as advertised.  The people that I talked with do not have a firm grasp on my particular financials, business structure or goals.  Bottom line, this is a very high priced service that does not provide the services promised.  When a customer calls, they are given a finger wag and reminded that "There is a strict company policy".  As the customer I've had my money taken, time wasted, and zero service results to date.  My account was then canceled with no written request by myself even though that seems to also be their policy.   When I called to inquire, I was told I would get a new dedicated team. I then received an email stating I would receive a phone call on the 24th at 3:00PM.  I received the call at 2:30pm.  The representative is a very nice guy, and I believe him to be well intended. But he is the same guy that I've had calls with before, so no new team.  This after I was assured by several different folks, that this was the answer and I was obligated to let them do something to correct the issues.  I'd also expressed that I have a full schedule and that random calls throughout the day are not helpful, that I might be otherwise engaged in meetings etc and not able to answer.  I was assured better coordination.  When I received the call, I was told the 3PM scheduled call was actually meant to be eastern time.  So it would have been 3:30pm making the call 30 minutes after scheduled.  This is what I have experienced from the start of the service.  No notice canceled meetings, calls later than scheduled, random calls, but very few emails or actual coordination for meeting requests. 

      Bottom line, this has not been a good experience, I have been reasonable and requested reasonable results from the service.  I have given the business ample time and chances to correct performance.  Now I would like a refund so I am able to go some place else and get the service I need.  ***** days to review is a ridiculous amount of time.  The last two folks I've discussed my case with were able to see my calls, my requests and schedules in real time, on the call. 
      Its a shame we are now at this point.  Do the right thing and lets be done here.  

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 03/05/2025

      Hello *****,

      We appreciate you taking the time to share your concerns. We sincerely regret that your experience did not meet expectations and understand your frustration regarding the scheduling difficulties and the cancellation of your account.

      After reviewing your account, we acknowledge that there were delays in your initial advisory appointment, with the first scheduled call on 1/2/2025 being rescheduled and the subsequent appointment on 1/9/2025 starting later than expected. We understand the importance of timely service, and we regret any inconvenience this caused, especially given your busy schedule.

      Regarding your service cancellation, our records indicate that after discussing your concerns with our team, you initially requested time to consider your options. However, when our team was unable to reach you for further follow-up, your services were cancelled in accordance with our standard procedures. We apologize if this was not communicated as clearly as it should have been.

      Additionally, we want to clarify that any additional service options displayed in the portal were optional offers, and you were able to proceed with filing without selecting those services.

      Since a chargeback was issued through your bank, the payment was removed from our account, and as a result, your services were discontinued. However, as a courtesy, we have maintained your access to the online portal so that you can retrieve any tax returns that may have been filed or any documents you previously uploaded. If you experience any difficulties accessing these files, please let us know, and we will be happy to assist.

      While we regret that we were unable to meet your expectations, we appreciate the opportunity to address your concerns. If you need further assistance, please dont hesitate to reach out.

      Best regards,

      1-800Accountant *********** Team

      Customer Answer

      Date: 03/13/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair 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.
      We paid ***** accountants $3,178 which feels like a scam because their accountants gave us the WORST possible advice when filing our 2023 business taxes. We were advised and told that it is best if we file our taxes as ****** and this advice led us to negative financial and tax consequences. As stated by our current ***, we should only be filing our business taxes as ****** ONLY if we are making $100K+ profit each year and obviously we are not there yet since we are brand new business owners. Their accountants failed to provide us with full accurate information as to why this structure was appropriate for my business. This advice was inappropriate for our specific financial situation and now it negatively affects our taxes and business operations. They were not looking out for our best interest and we were TOTALLY SCAMMED. They even failed to let us know that we have to file Quarterly taxes which now led us to penalties. I feel like as brand new business owners, they took advantage of the fact that we did not know a lot about business taxes and our $3,178 that we paid them was not worth it AT ALL for the price of getting scammed. They were negligent with their advice and we want them to refund us our $3,178 that we paid to them.

      Business Response

      Date: 02/24/2025

      Hello,

      We sincerely regret to hear about your experience and understand how frustrating it must be to feel like you received advice that did not align with your businesss financial situation. As new business owners, having the right guidance is critical, and we take your concerns very seriously.

      We have initiated an internal investigation to review the details of your case, including the recommendations provided and any potential miscommunication regarding your tax structure. This process will take 10 to 15 business days, and we will follow up with our findings and the next steps.

      Our goal is always to provide sound tax guidance tailored to each clients unique circumstances. We appreciate your patience while we conduct this review, and we are committed to addressing your concerns thoroughly.

      Kind regards,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/24/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I am looking forward to where this investigation takes us. 

      Sincerely,

      ****** *** **************************************
    • Initial Complaint

      Date:02/21/2025

      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.
      We have paid $3000.00 for our small business, nothing has been done. We tried to get a refund and were told it was too late, 30 day period. We have been with them since June or July. Need our taxes done but no one is willing to help. Phone calls not answered, no call back. The tax advisor we were given was of no help, just very arrogant. We would really just like a refund of the $3000.00 so we can get someone who is willing to help us with our business taxes. We are very displeased with this company and would never use them or recommend them to anyone. They even had another tax company reach out to us, stating we were displeased with them, but we cannot pay another tax person because we they will not refund our payment, again, $3000.00. Thats a significant amount of money for no help and being put off on another tax team, not associated with 1800accountants.

      Business Response

      Date: 02/24/2025

      Hello *****

      We sincerely apologize for the difficulties youve encountered and regret that your experience has not met expectations. We understand how frustrating it must be to feel like you have not received the support you needed, especially when it comes to your businesss tax needs.

      Per our policy, we have initiated an internal investigation to thoroughly review your concerns regarding the service received and your refund request. This process will take 10 to 15 business days, and once completed, we will follow up with our findings and the next steps.

      We appreciate your patience as we work to address this matter.

      Kind regards,

      1-800Accountant *********** Team

    • Initial Complaint

      Date:02/20/2025

      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.
      Provided absolutely no service, Took $1000 and ran.

      Business Response

      Date: 02/21/2025

      Hello *****,

      We appreciate you taking the time to share your experience and regret that our services did not meet your expectations. We understand the frustration of feeling misled and take concerns like yours very seriously.

      We are initiating an internal investigation into your case, which will take 10 to 15 business days to complete. This will allow us to review your account, the services provided, and any concerns regarding pricing and communication. Once the review is complete, we will follow up with our findings and next steps.

      Your feedback is valuable in helping us improve, and we appreciate your patience as we work through this matter.

      Sincerely,

      1-800Accountant *********** Team

    • Initial Complaint

      Date:02/20/2025

      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.
      1800Accountant contacted us, through the tax professional they assigned to us, to discuss a problem they were running into in completing our corporate tax return. In particular, the tax professional stated that several line items in our liabilities were showing negative values and that this is a red flag indicating that something is way off. After numerous phone calls and online chats with customer service **** and our assigned tax professional, we learned that 1800Accountant has a known problem syncing and interpreting data from clients like us who use *************** for their checking, credit card, and other accounts (on a side note, we were never before notified of this problem that the 1800Accountant's **** admitted they are aware of). The consequence of this is severe; not only is our current tax filing in jeopardy of not being able to be completed correctly by the due date (March 15th for S-Corps), but examination of our prior years' tax filings seem to also have been filed incorrectly by 1800Accountant. To date, 1800Accountant has not solved the problem but has only stated that we "should" be able to solve the issue by paying for some kind of specialized bookkeeping add-on, AND that, in the meantime, they have alerted their compliance department and have placed a "high priority" note on our concerns. When asked what the anticipated time-frame would be for the compliance department to address/respond to the issue, we were simply told that it is listed as "high priority". Lastly, they created an appointment for us to discuss the problem further with our assigned tax professional, but the earliest they were able to schedule this happens to be two days AFTER the IRS's filing due date.

      Business Response

      Date: 02/21/2025

      Hello *******,

      We sincerely regret the challenges you've faced while working with our team, and we appreciate you bringing these concerns to our attention. We understand how important it is to have accurate financial data and timely tax filings, and we take your feedback seriously.

      Per our policy, we are initiating an internal investigation into your concerns, which will take 10 to 15 business days to complete. This review will focus on the issues you experienced with data syncing, communication, and your tax filings. Once our investigation is complete, we will follow up with our findings and the next steps.

      We truly appreciate your patience as we work through this matter. If you have any additional details you'd like to share, please dont hesitate to reach out.

      Sincerely,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/21/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Our corporate tax return, as an ******, has a due date of 3/15/25.  Therefore, this issue needs to be resolved much quicker than the ***** days that the respondent is requesting to investigate our complaint.  In addition, 1800Accountant was made aware of this serious problem two weeks ago and still have not taken steps to resolve it, so their current response requesting additional time appears to be a delay tactic.  As mentioned previously, the problem with preparing our corporate tax returns was brought to our attention by their assigned tax professional, AND the source of the problem was confirmed by their own customer service **** (on recorded phone calls) to be based on a KNOWN issue with their computer system being allegedly unable to correctly process the data from synced *************** accounts.  NOTE: Their customer service **** admitted that this KNOWN issue occurs with all of their clients who use ***************, and is not limited to just our accounts.  Lastly, and as previously mentioned, the customer service **** admitted that this was a KNOWN issue, and one that we had never before been informed about.  Why, then, did they take us on as a client if they were aware that their system would incorrectly calculate our tax filings?  Why didn't they warn us?  The (legal) negligence on their part is palpable.

      Sincerely,

      ******* *.




       

      Business Response

      Date: 06/06/2025

      *******,

      Thank you for your additional comments. While we understand your continued frustration, our position remains the same, and we would like to reiterate the points previously shared in our formal disengagement notice.

      Following a detailed review of your account, our communications, and the tax filings completed, our ******** ** *********************** made the decision to formally disengage our services. This decision was made due to repeated use of inappropriate and abusive language toward our team. While we understand this process has been difficult, we expect respectful communication in all client interactions to ensure we can provide the highest level of support.

      To clarify:

      Bank Syncing Limitations: The syncing issues you experienced with *************** are part of a broader, well-documented technical limitation that affects multiple platforms, not just ours. This challenge was communicated to you during your engagement with us.

      Bookkeeping Services: Your package includes access to our bookkeeping software, but not full-service bookkeeping. You were responsible for maintaining and categorizing your business records. Our tax team relied on the data available at the time of filing, which was drawn directly from your account.

      Tax ***********************: Your corporate and personal tax returns were completed using the information provided and were filed accurately and on time in accordance with IRS guidelines.

      Billing: As noted previously, any renewal charges issued after the disengagement are being reversed. No further billing will occur on your account.

      At this time, no further action will be taken. We consider this matter closed and sincerely wish you the best in your future endeavors.

      Sincerely,
      1-800Accountant *********** Team

      Customer Answer

      Date: 06/18/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The answer provided by 1800Accountant is completely unacceptable and avoids taking responsibility.  To reiterate the serious problems their system created, I will list the points that they either refuse to acknowledge or remedy.

      1- We have been using 1800Accountant since we started our company.  Never before has 1800Accountant claimed that we needed to pay them for bookkeeping service in order for them to complete our corporate and personal taxes.

      2- The original onboarding team and sales *** claimed that all we needed to do in order for 1800Accountant to do our annual corporate and personal tax returns was link our bank accounts and their system would then categorize each transaction automatically.  At the end of each year, we then would only need to check their system's categorization of each transaction and then correct any miscategorizations.  Their assigned tax professional actually helped walk us through doing this during our first tax season, and did so over the phone.

      3- It wasn't until this past February that we were notified by 1800Accountant's assigned tax professional that there was a problem with the data that they were seeing on their end regarding our transactions, and the balance sheet that 1800Accountant's system created, etc.

      4- After spending numerous hours attempting to locate the cause of the above-mentioned errors, and numerous hours spent on the phone with our newly assigned tax professional and 1800Accountant customer service ***s, we were informed of a problem (known to 1800Accountant, but never before shared with us) that 1800Accountant has syncing to linked bank accounts.  The syncing issue meant that all of the figures that 1800Accountant was using to calculate our profit/loss, tax returns, etc. were wrong (and had apparently been wrong over the past three years).

      5- 1800Accountant then claimed that they could fix the syncing issue and then correctly calculate and file our taxes.  However, proactive communications in this regard became virtually non-existent, and the syncing issues were never fixed.

      6- 1800Accountant waited until literally hours before our corporate tax return was due to upload their completed version of our corporate tax return.  It was immediately obvious that they had NOT fixed the syncing and miscalculation errors.  AND it was clear that they hadn't even used the data that contained the errors in categorization that we had caught and corrected.  For instance, their software incorrectly categorized every single hand check that we had sent out as if ALL of them were for payment of rent for our office space.  We had manually corrected the miscategorization of each of our handwritten check transactions back in February by categorizing rent payments as rent payments, payments to vendors as payments to vendors, etc.  Yet, 1800Accountant's corporate tax filing still listed our rent expenses as being a couple of hundred thousand dollars more than it actually was and this was because they were still categorizing all of our payments to vendors, etc. that we paid via check as being RENT.  We brought this to the attention of our assigned tax professional, several customer service ***s, and management.  The error was NEVER addressed and never fixed.

      7- We made numerous attempts since February to get the above issues address and fixed, but were always given the runaround.  **************** ***s ***eatedly said they would escalate our concerns to management and their tax compliance department.  Furthermore, contrary to the claims made during our original onboarding process, we were ***eatedly told that there was no way for them to connect us to anyone in our assigned tax team; all they claimed could be done was to message our assigned tax team and request that they get back to us.  They also suggested that we message them via the portal as well.  We did so on numerous occasions, but ALL responses amounted to non-responses (e.g., responses would claim that our concerns would be escalated to the proper department).

      7- Needless to say, although we were initially patient, we became extremely frustrated by their lack of communication and refusal to correct the errors that their software and inability to sync our data created.  Now, they are using our frustration as a pretext for their refusal to take responsibility for their deceptive sales practices and criminal negligence.  Sorry, but it doesn't work that way.  Virtually anyone who spent thousands of dollars for professional tax services only to find that their contracted tax professionals had completely and utterly botched their corporate and personal tax returns would have reacted the same way.  They claim that our reaction was unprofessional, and that this allows them to skirt responsibility.  The fact is that their egregious errors, and willful (criminal) negligence in choosing to never inform us of their software's inability to sync bank account transactions until we identified the problem, is what is truly unprofessional.

      8- In the meantime, 1800Accountant has not fulfilled their contractual obligation to correctly file our taxes, and are now refusing to do so.  Moreover, the faulty corporate and personal tax returns 1800Accountant p***ared over-calculated our corporate and personal tax liabilities.  In other words, we had to pay thousands of dollars in tax more than we actually owe, while waiting for an amended return to be created and submitted.  We alerted them immediately to this problem and submitted hardcopies of our bank account statements to prove it.  1800Accountant responded by admitting to their errors, and promising to amend our returns, for free, and submit them to the tax authorities.  They are now refusing to do so.

      In light of the above, and the details highlighted in previous correspondence in this complaint, we deny 1800Accountant's pretext and refusal to correct the errors that their software created.

      Sincerely,

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




       
    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair 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.
      I paid the company to file my taxes and to handle my LLC payrolls. They assign me with a payroll agent who ignored my messages in the portal many times and answered only on specific issues and only after many attempts from my end. I open a costumer service tickets in the issue at least 5 times and no one called me back. Finally after 3 months they assign me a different payroll agent who also ignoring my messages. They file to provide me my 2024 W2 form so now I cant file taxes and IRS will fine me for that. Again, I open a few tickets about it and no one called me back about it. When I asked for a refund they only answer I got is that its been more then 30 days since my payment so I cant get my money back. not addressing the issues or the reasons why I want my money back. I keep calling them and keep opening tickets online with costumer services but no one answering me. I dont know what to do anymore. I dont want issues with ***. I need to pay another accountant to help me even though I paid them to handle my taxes and payrolls.

      Business Response

      Date: 02/20/2025

      Hello ******

      We sincerely regret to hear about your experience and understand the urgency of your concerns regarding payroll and tax filings. Providing timely and responsive support is a priority, and we take your feedback seriously.

      Per our policy, we have initiated an internal investigation into your case, which will take 10 to 15 business days to complete. We will be reviewing your service history, including communication records and any outstanding payroll or tax matters, to determine the next steps.

      We appreciate your patience during this process and will provide an update once our review is complete.

      Sincerely,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/20/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Unfortunately, 1800 Accountant has giving me that same answer for 3 months now. So I find it hard to believe they will actually do anything differently this time. 

      As you can see from my previous documents attachments, they always response with the same answer that they will study the case and will get back to me, but no one ever really solve anything or calls me back. 

      This is my last attempt before I open a lawsuit against them. 

       

      Thanks in advance,

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 03/12/2025

      Hello ******

      We sincerely regret the frustration and difficulties youve encountered with our payroll services. We understand how important timely communication and accurate document handling areespecially when it comes to tax filingsand we deeply regret any undue stress this situation has caused you.

      Findings from Our Investigation:
      Payroll Communication Issues:
      Your concerns regarding the lack of communication from your payroll specialists are valid. We found that your initial payroll specialist, ******* *., did not respond to one of your inquiries for over three weeks via the message center. When your account was reassigned to ******* S., there was an additional delay of one week in communication. We recognize that these response times did not meet expectations, and we sincerely apologize for this experience.

      Missed Payroll & Paycheck Concerns:
      On December 26, 2024, you reached out to our billing team about payroll concerns, stating that you had not received a paycheck and were worried about potential errors. While ******* responded the same day, we understand that you had already experienced delays in getting answers. Our internal review also found that ******* had not initially received some of your messages, which further contributed to the communication breakdown. That said, payroll was processed correctly on December 20, 2024, and January 4, 2025.

      W-2 Filing & Access Issues:
      You initially requested your W-2s on January 16, 2025, and ******* was able to provide the Texas W-2s at that time. However, your North Carolina W-2 was not readily available in the payroll software, requiring additional follow-up with Gusto. While ******* confirmed that the W-2 was included in the *** filing, she was unable to provide you with a clear timeframe for when you could expect to receive it, which understandably caused further frustration. We sincerely apologize for the uncertainty and inconvenience this caused.

      After reviewing your case, our payroll team verified that your W-2s were correctly filed with the *** before the January 31, 2025, deadline. However, we acknowledge that the delay in making them available in the portal added unnecessary difficulty for you. Your W-2s have now been uploaded to your portal under "Documents."

      Refund Request & Resolution:
      We recognize that, due to these issues, you requested a full refund for all 2024 charges. Our review confirmed that all purchased servicesincluding Business and Personal Tax Preparation, Tax Advisory, Payroll, Articles of Dissolution, and Final Year Business Tax Returnwere completed and delivered. While our policy does not allow refunds beyond 30 days, we acknowledge that the communication challenges you experienced with payroll warranted further review. As a goodwill gesture, we have approved a refund for four months of payroll services ($323.33) to reflect the delays and inconvenience caused by the communication issues.

      Next Steps:
      Our Billing Team will be reaching out within 3 to 5 business days to ensure that this refund is processed appropriately. While we regret that your experience did not meet expectations, we appreciate the opportunity to address your concerns and improve our services.

      If you need any further clarification or assistance, please do not hesitate to reach out. We genuinely appreciate your patience and the opportunity to make this right.

      Sincerely,

      1-800Accountant *********** Team

      Customer Answer

      Date: 03/19/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/19/2025

      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.
      To Whom It May Concern,I am filing a complaint against 1-800Accountant due to their repeated failure to provide payroll records, preventing me from processing taxes and paying employees. Despite multiple attempts, I have received no response or resolution.Complaint Summary:Failure to Provide Payroll Records (Ongoing):Since February 10, 2024, I have requested payroll records with no response.I sent multiple messages to ***** ****** *, contacted my accountant, and called the ***** number numerous times without resolution.I am unable to process taxes or pay employees, creating a critical business issue.Past Payroll Issues (Resolved but Concerning):A previous payroll issue with *** ******* ******* caused delays and errors.While resolved, this mirrors the lack of responsiveness and accountability seen now.Attempts to Resolve:Multiple emails, messages, and calls to support with no action.Escalation attempts within 1-800Accountant have failed.Requested Resolution:Immediate release of payroll records to prevent further disruptions.Internal review of service failures to address ongoing patterns.Compensation and reimbursement for the delays and impact on my business.Given the past and present failures, this is a pattern of negligence. If not resolved immediately, I will be forced to reconsider my relationship with 1-800Accountant.******* *******-**** **************

      Business Response

      Date: 02/20/2025

      Hello *******,

      We sincerely regret the frustration and difficulties you have encountered regarding your payroll records. Ensuring our clients have timely access to essential documents is a priority, and we take concerns like yours very seriously.

      Per our policy, we have opened an internal investigation into this matter, which will take 10 to 15 business days to complete. We will review the issues you have outlined, including past concerns, and follow up with our findings and next steps.

      We appreciate your patience as we work to address your concerns, and we remain committed to finding a resolution.

      Kind regards,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/25/2025

      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 and the matter has been resolved.

      Sincerely,

      ******* *******-****



       

    • Initial Complaint

      Date:02/18/2025

      Type:Order 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.
      Jan 6th. $3000, company committed to helping me with my taxes including figuring out how to fill out and tile business taxes for an *****. Company never kept appointments. Told me I was past the date of the company reimbursing me because they have a 30 day policy that I signed but never got a copy of until it was sent to me after the 30 days. But I have records of them missing appointments and not following through with everything they stated they would do.

      Business Response

      Date: 02/19/2025

      Hello *******,

      Thank you for sharing your experience. We sincerely apologize for the frustration and inconvenience you have encountered. Providing quality service and maintaining open communication with our clients is our top priority, and we regret that your expectations were not met.

      We understand how important it is to receive timely assistance, especially when it comes to accounting and tax matters. We take your concerns very seriously and have opened an investigation into this matter. This process typically takes 10 to 15 business days to complete. Once our review is finalized, we will follow up with our findings and outline the next steps to address your concerns.

      We truly appreciate your patience while we work to resolve this issue.

      Kind regards,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/19/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  I am owed my money back, fully, 100% because I've gotten no service.  Not only that, I have a pending charge from them for another years worth of payments after paying an entire years worth of payments less than 2 months ago.  I'm not paying anymore for the useless service and want my money back!

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 03/04/2025

      Hello *******,

      We sincerely regret the experience you had and appreciate you bringing this to our attention. Ensuring our clients receive the service they expect and deserve is a top priority, and we take these concerns very seriously.

      After reviewing your account, we found that two scheduled advisory calls were missedone on 02/10/2025 and another on 02/17/2025. We acknowledge that these missed appointments were an error on our part, and we sincerely apologize for the inconvenience and frustration this caused. Your time is valuable, and you should have received the support you were expecting.

      We also want to clarify that our management team did take action to address your concerns. When these scheduling issues were identified, ******* ******** worked within our policies to rectify the situation, ensuring that your full refund was processed. While we understand the frustration caused by the initial missed appointments, we hope this resolution demonstrates our commitment to making things right.

      We deeply regret that your experience did not meet your expectations, and we appreciate the opportunity to improve based on your feedback. If theres anything else we can do to address your concerns, please feel free to reach out.

      Best regards,

      1-800Accountant *********** Team

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair 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.
      Was promised to have tax consulting advice given, the second charge to my account of $1394.50 was automatically charged even after the appointment we scheduled was missed. I have not been assigned a tac accountant for the entire time I have a subscription and I have tried to make cases, where someone from upper management would reach out to me and explain the negligence, and lack of communication. I had an "advisor" that must have been fired or taken off of my case and that same one canceled an appointment for no reason, even the support representative did not have any notes to give me, why on their end it was canceled! I created 5 cases and several of them were "escalated" to have management reach out to me and no one has done so. Two of those cases were closed without my knowledge, just got an email after the fact, notifying me it was done, my problems were NOT resolved. Of course I want a FULL refund of the two payments I have given one on 8/28/24 of $1394.50 and the other $1394.50. I have not had any advice given to me, and I still do not have an accountant assigned to me and it is tax season. I have tried twice to cancel my subscription and no one has done it and no management has contacted me. Do not use this company it is a scam and I was way too patient with them. While you are on the phone they automatic voice message says you can go to "******************************************" to chat to a live representative, and it is a LIE because it is a ROBOT that just sends you to a help page.

      Business Response

      Date: 02/18/2025

      Hello ******,

      We sincerely regret the frustration and inconvenience you have experienced. We understand the importance of timely tax consulting and clear communication, especially during tax season.

      We have opened an internal investigation into your concerns, which will take 10 to 15 business days to complete. Once our review is finalized, we will follow up with our findings and next steps. We appreciate your patience as we work to address this matter.

      Sincerely,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/21/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Hi ********!

      Thank you so much for calling me! I am sorry, I miss understood your question about 1800accountants reaching out to me. I did see their response on the BBB portal, but they have not reached out to me personally to resolve the issue. 

      Also, I have disputed the transactions with my credit card company, and I was able to dispute one charge, the transaction on Aug 28th 2024 for $1394.50, but ********* is currently doing an investigation of their own. While they have credited my account for that one transaction, I am afraid they will resend the credit, if they take the accountants side. There wasn't a section for me to upload any documentation for my case with ********** and I do not trust ********* to do a thorough investigation and fear the "conditional credit" may change.

      The other charge on September 28th 2024, for $1394.50 I was unable to dispute with *********.   

      ************
      Here is the information I was going to upload to show the many attempts at trying to find anything out about what was happening with my accounting team and why there was zero communication to me.

      Below are case #s that I started with 1800accountant, to have someone call me and explain what was going on, and no one contacted me other than automatic emails saying my case was closed. Several of these were "escalated" to management, but still no response. Two times I tried to talk to someone on the subscription side and I only got emails saying "A member of our subscription management team will be contacting you within 1-2 business days to facilitate your request." 

      September 17th, 2024 - Case ******* was closed with no response to me to fix the lack of communication.

      January 16th, 2025 - Case ******* was closed with no response to me.

      January 30th 2025 - Case ******* request to cancel and review subscription also had no response to me.

      February 3rd, 2025 - Case ******* was closed with no response to me.

      February 13th, 2025 - Case ******* has been assigned to this request to cancel and review subscription. 


      Thank you for your help. If ******** maintains the credit, then I will only seek out a refund of the payment in September of $1394.50.

      Please, feel free to call me anytime, to explain further or answer any questions. 

      Sincerely,

      ****** ****

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** ****




       

      Business Response

      Date: 05/05/2025

      Hello ******,

      Thank you for bringing this matter to our attention, and we sincerely apologize for the confusion regarding your refund.

      After a thorough review, we identified a misunderstanding on our billing teams part regarding the refund amount. This has been corrected, and the remaining $1,394.50 refund was issued on May 5, 2025. The refund is now reflected in your client portal, but please note it may take up to 7 business days for your bank to process and display the transaction on your account ending in ****.

      We appreciate your patience and understanding, and were committed to ensuring this is fully resolved.

      Sincerely,

      1-800Accountant *********** Team

      Customer Answer

      Date: 05/14/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter has been resolved. 1800Accounant, thank you for finally correcting the refund. Please, use this case as an example of how not to treat your customers.  

      Sincerely,

      ****** ****



       

    • Initial Complaint

      Date:02/15/2025

      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.
      Feb, 3 I was called by a *** whom told me that they do the accounting side for Zen business. I had just started a company and thought if I had no problems with *** this is apart of their business. I was not told it was a complete different company. I was told for 2949 I would have a Tax professional go over, set up and complete my accounting for the business, my taxes for the business and complete my personal taxes. There was supposed to be calls to go over information. For the first two weeks I was called on time and we went over everything, but when it came time for me to speak with a Tax pro. I did not receive any calls, I made multiple calls and messages to see why I was not called back for two scheduled calls. this lasted for two weeks then I receive a call this has now been 5 weeks at this point to tell me they received my message but will not refund me because 1800 accountant did not file the complaint until three days after the cancel period which is thirty days but for two weeks of that thirty days there was no contact, even with me sending out calls and messages. The company purpose did not call or responded to my cancel request for two weeks so they could not refund me. the company defaulted on their policy's when they did not make any effort to call back even when I asked for a refund under thirty days. I was called and told that they will not refund me but still will not provide the service I paid for. I believe this is fraud and they will not refund me for services they did not provide.

      Business Response

      Date: 02/17/2025

      Hello *******,

      We appreciate you taking the time to share your experience, and we sincerely regret any confusion or frustration youve encountered. Transparency and timely communication are important to us, and we understand how concerning it must be to experience delays in service and challenges with your refund request.

      Our team is currently reviewing your account to better understand what occurred. This includes investigating your communication history, service engagement, and the details of your cancellation request. Our internal review typically takes 10 to 15 business days, and we will follow up with our findings and next steps once it is complete.

      Sincerely,

      1-800Accountant *********** Team

      Customer Answer

      Date: 02/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      In the text stated above 1800-account has put me through a lot of duress and undue stress, but has still not stated that they will refund me. 1800- accountant still on 2/17/2025 has not made any effort to complete the services that I have paid for and I have had different business needs that require the accounting and taxes to be completed. Still have no contact for the service that was supposed to be provided. I was contacted and told that I would get a email stating that 1800 accountant would complete services I paid for, that email did not happen which proves  1800 accountant in my opinion a scam. The company called and set appointment for two weeks then defaulted on the next two consecutive appointments and when Im calling or messaging I get no answer. I call their cancel line no answer. The  the company waits from 1/17/25 when they were supposed to call to now because I sent this to BBB. The company would still not respond if it were not for this complaint.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 02/27/2025

      Hi *******,

      Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience you experienced due to the lack of communication regarding your tax advisor appointment and messages. We understand how important timely support is, and we regret that we did not meet your expectations in this regard.

      After reviewing your case, we found that our sales agent correctly stated that we are partners with ***********. Additionally, your cancellation request was made after the refund window had closed. However, we acknowledge that there was a failure in communication regarding your scheduled tax advisor appointment. You did not receive the expected call, and when you reached out for assistance, there was a lack of response. Due to these issues, we have approved a full refund. Our Billing team will process the refund within the next 3 to 5 business days.

      We appreciate your patience throughout this process, and we apologize again for any inconvenience this may have caused. If you have any further questions, please dont hesitate to reach out.

      Best regards,

      1-800Accountant *********** Team

      Customer Answer

      Date: 03/11/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

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