ComplaintsforHarQuin Bookkeeping and Consulting Services, LLC

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired this company to do our current bookkeeping and clean-up bookkeeping. A deposit was paid and several hours was spent on the onboarding process retrieving and submitting information. All information requested was submitted. No bookkeeping was completed for our company. We did receive several excuses as to why it is our fault that the company did not do what they were paid for and hired to do.

  Business response

  02/17/2022

  **** was emailed yesterday with the attached email. I have offered to give him all of this money back as long as he deleted his untrue negative review. The fact of the matter is he was not charged for any work he didn't receive. He currently has the QBO file in his possession with all the work that he paid for. We provided approx 8 months of bookkeeping for all of his accounts. As you can see in the attached email, **** was offered a full refund and therefore get over 20 hours of bookkeeping for no charge. We also offered to finish the year out so he wouldn't have to have the burden of hiring a new bookkeeper so close to April. He never responded to my offer but instead came here and wrote another untrue statement. 
  
  In attachment you will see the emails that my team and I have tried to communicate with **** and he is unwilling. You will also see a snip of his agreement to us that he would reach out if he was having issues and he never did so. Our teams last email from him was 11/17/2021 and we didn't know there was even an issue until he left us a bad review and that is when we reached out. 
  
  I am very motivated to move on from this. I am hoping that **** will allow us to. Thank you in advance for your time. 
  

  Customer response

  02/18/2022

  The business took our money and did not deliver anything. The business claims that they did do their job but the correspondence that they included contradicts their claim to have delivered the work product. 

  
  

  On page six from the email thread that the company supplied in their complaint rebuttal in an email dated 2/11/2022 from ***** ******* (see highlighted section) it was stated "it is also my understanding that during the onboarding process it was difficult to get in touch with you and there were items and information that we needed from you in order to complete the bookkeeping that we did not receive from you" While I disagree with that statement, if it were true how could they possibly complete the work that they have claimed to?

  
  

  The claim from the 2/11/2022 of being "difficult to get in touch with" is contradicted by the email dated 2/14/2022 from ***** ******* which is on page five of the email thread (see highlighted section) where it is stated " Your assigned HarQuin Success Team member, *** ********, was in communication with you via email during the entire onboarding process".

  
  

  On page two of the email thread supplied by the company in an email dated 2/15/2022 from ******* ******* the claim was made (see highlighted section) "the good news is we had done over half the year worth of bookkeeping for all of your accounts" which is directly contradicted in the very next sentence which reads "Also the main hang up that *** was working on was your sales flow. There are a lot of moving parts and we were making sure we had a good process in place before we entered the sales for the whole year and wasted your time". It is impossible to complete any timeframe of bookkeeping without entering the sales for that period.

  
  

  And lastly on page one of the email thread in the email from ******* ******* on 2/15/2022 it was admitted "*** has written status updates what she reached out weekly but we cannot find the emails in her sent so we will have to assume that this was due to technical error or human error.  We can’t prove that we didn’t send the emails. We are very sorry for this oversight by *** – until today we were all under the impression that you received weekly updates and this wasn’t the case.  *** feels absolutely horrible for this oversight. Because of this alone, because promise high quality of service, we will be sending you a full refund but I have more to say so please keep reading until the end". Weekly financial reporting was a service that we contracted for and by the companies own admission it was not delivered.

  
  

  All we have received from this company is a wide variety of excuses of why it is our fault that they did not do the work that they were paid for. We simply want our money back.

  
  Regards,
  
  **** *****

  Business response

  02/25/2022

  **** filled out an online estimate on 7/19/21. (see PDF labeled ******** **** * **)
  • Estimate was sent on 7/21/21 Hey ****, We are so glad you are considering working with HarQuin for your business' bookkeeping and sales tax needs. We would love to have you become a part of the Family!! :) Below are the estimates based off of the estimate form you filled out online, as well as a list of everything we need to get started. Estimate(s): // Bookkeeping (monthly) \\ –Based off of the # of accounts you have and the volume of transactions, we estimate it would be around $178.75 to $233.75 +/- per month at $55/hr. *(this depends on the volume of transactions and the type of things you have us do). This also includes your software (you won't have to pay for QB Online or buy QB Desktop). *Note – that your bill will fluctuate by 1 to 2 hours up or down if you have transaction volume going up or down due to peak seasons. In a nutshell you pay for what you need and that is it. :) **************************************** // Bookkeeping (catch-up) \\ –Based off of the estimate above for monthly bookkeeping, we estimate your catch-up bookkeeping for January 2021 to June 2021 to cost approx. $1072.50 to $1402.50. If you decide to get started, we will ask for a deposit to go towards your first invoice(s) because we will be doing 6+ months of catch-up bookkeeping. We will charge a $500.00 deposit once the billing form is sent in. :) **************************************** // Sales tax \\- It takes 30-45 mins to file a sales tax return and is billed at the $55/hr. $27.50 to $41.25 per tax return. **************************************** // Consulting \\- Our CPA consulting services are billed at $125/hr in 15 minutes increments (as needed and by client’s request). **************************************** If you are ready to get started, attached is a list of what we would need to get going. Let us know if you have any questions at all - we are here for you. :) Best regards, ******* and the HarQuin Success Team **Estimate is good for 30 days**
  • Onboard form was filled out 7/30/21 – See PDF labeled ********** **** * **
  o Here are a few things I would like to highlight from this onboarding form:
  ? **** agreed that if he was unhappy he would reach out. The last communication our bookkeeping team was 11/17/2021
  ? We tried to talk on the phone with **** to discuss his issues and he refused.
  ? There were a few videos explaining our processes and what to expect. **** agreed to all of them and they can be viewed here: HarQuin New Client On-boarding (************)
  ? **** indicated on this form that his only preferred method of contact was Email. When we had emailed and hadn’t heard back our team member *** assumed he was busy and couldn’t get to us since the last time we had heard from him was 11/17/21. This is also very common with small business owners that bookkeeping is put on the back burner because they are too busy wearing too many hats. Now upon the back and forth emails with **** recently revealed that the last few emails never made it to his email. Because of all the various technology issues that can occur, this is why we emphasize communication being so important and that if there were any concerns at all to reach out. We didn’t hear anything from ****. The only reason we knew he wasn’t happy is because he revoked our access to QBO and then left a review on Google. Until that point, we thought he was just uber busy and not communicating with us on purpose.
  ? Because bookkeeping, especially as complicated has his sales channels are, it is 100% necessary to communicate. He will run into that with every accounting firm he ever works with in order to guarantee good results.
  ? In hindsight, I wish my team would have been pushier in communicating with you. To be honest though, in the day we live in, people get offended when you call them after they tell you their preferred method of commination is email. That is why we asked that question to begin with.
  • Billing
  o The original claim is we had done nothing and charged him for it which is simply untrue.
  o I do understand how it may be confusing to a non-accountant not knowing all the ins-and outs of what we do so that is why we asked repeatedly to talk on the phone so **** would actually see where we are at in the process and what is left to be done.
  o Attached are all the invoices with detailed times. You will notice that several hours of work were completed at no cost to ****. This shows the dates we worked, how long and what was accomplished.
  o You may be wondering why we didn’t continue to work on some of the items we did have access to. It is generally our process to do so if the client is happy and paying. Because we hadn’t heard from him and we had several questions about his sales flow we didn’t want to get too far down the line and do a bunch of work that would have to be later changed. We also didn’t want to do a bunch of work for someone who we don’t know is even still in business or what happened. Just image if we would have done an additional $800 of work and then **** did a stop payment (see next point). In retrospect I am glad we stopped when we did or this situation that we are in now would have been even more complicated.
  o **** also agreed on our billing form, see below, that we had authorization to charge for work completed and was instructed if he had any questions about his bill to reach out and ask. He instead did a stop payment and had us incur a $10 fee. This was also in violation of our agreement.
  Here is the complete billing history for ******* *******. He was only charged $850.00 which indicates we were only partially done with his books. We actually estimated his catchup bookkeeping for January through June 2021 to be $1402.50 (see estimate above). We actually did the reconciliation of most if not all of his accounts through the month of August. This means we were way underbudget – all we had left to do was his sales entries for his various sales platforms.
  o I am also very disappointed, even yesterday, that instead of trying to resolve his issues, he instead goes online to varies platforms and bullying us online. The statements he is saying are completely untrue and I hope that laying all this info will help **** understand that we didn’t rip him off, that he wasn’t billed for work that was not completed and that if he would look at the invoices we have actually already did several hours for free as a courtesy.
  o As you can see, we didn’t violate any of our agreements to ****. We also didn’t charge him for anything we didn’t do. He is now in possession for all work completed. In my opinion, the issue lies in the fact **** doesn’t understand how the accounting process works – that there are different layers to it. First being, bank and credit card reconciliations, second being, sales entries (which are the sales flows I talked about earlier). **** is seeing something that he deems is “nothing done” but is simply not true. Just because **** doesn’t understand, doesn’t make HarQuin liars and thieves as he put on the internet. This is why I asked him to remove his untrue statements because they are literally not true.
  o I am offering to complete ****s 2021 bookkeeping at 50% off. All we would need to do is finish the reconciliations from September to December and enter monthly sales adjustments for each of his sales platforms once we are able to communicate with him to understand how they all work together. We have many clients who use these platforms and unfortunately, they all are configured differently so that is why it is necessary.
  Invoice *****.pdf Invoice *****.pdf Invoice *****.pdf Invoice *****.pdf Estimate Data -
  ******
  ********** **** *
  ******
  
  

  Customer response

  02/28/2022

  We want our money back. By the companies own admission they did not deliver a single financial report. They claim that it was their error and they feel really bad but there was no error made because it is impossible to make an accurate financial report without entering the sales figures which the company has also admitted that they did not do.

  This company has chosen to blame the customer for their admitted shortcomings, make excuses, and tell lies instead of doing the right thing. 
  Regards,
  
  **** *****

*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. ↩