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:02/10/2025

  Type:Order 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.

  They have really done nothing in over a year now or if they have they failed to tell me what have done. I paid them 2k and now am getting threatening phone calls from collection agencies. Exactly what I paid 2k to keep from happening a year ago. I would not let them watch my dog.

• Initial Complaint

  Date:11/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BEWARE.......... They promise tax relief and pretend that they must spend time reviewing and analyzing your status only to tell you that you do not qualify for any relief. " we have two options for you... go ahead and pay the *** the $16,000.00 in one lump sum or we can get you a $950.00 / Month payment plan. The over ******** I spent with POLSTON would have been better paid to the ***. after the $******** I paid for their professional opinion they continued to bill my credit card $349.00 , Twice ./... RUN Away from these people they are thieving liars, They record every word of every conversation they have with you so they can rebut your future conversation... ***************

  

  Business Response

  Date: 11/11/2024

  We appreciate your feedback, but unfortunately, we must address the accuracy of some of your statements.
  
  We did review and analyze your financial information and documents. We had to request them from you multiple times over the course of months, but when we finally received them, we did thoroughly analyze them and have the documentation to prove that analysis. We also provided more options than the ones you listed here. In fact, our recommendation was one of the ones you have chosen not to list here and would have saved you almost the entire tax balance. We reached out multiple times prior to this complaint to confirm whether you wanted to pursue that resolution and you were again unresponsive.
  
  We also need to address the continued charges, which were made very clear to you. They were discussed during your consultation, detailed in your contract, repeated in your payment authorization form (you also initialed a single clear sentence about it), and emailed to you as a reminder a month before the payment was to begin. Nevertheless, prior to your filing this complaint,we notified you that we would refund those two monthly charges, and we will honor this, even if it isnt merited per your contract.
  
  The only way we could use a recording to rebut a future conversation with you would be if you were misstating facts in that future conversation. We are unclear what you are accusing us of in that part, but we agree that we prefer truth, which is best preserved in the recordings and contemporaneous notes we keep.
  
  Finally, we must note that, even setting aside all the above information, we would still be parting ways, given the offensive language you used with us in the end. Your language was particularly degrading toward women,and we will not tolerate that kind of behavior. Polston Tax respects all people and strongly opposes that kind of derogatory language against women.
  
  Despite our differences, we wish you the best in your future tax matters.

• Initial Complaint

  Date:10/29/2024

  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.

  Hired Polston tax to help with a state tax issue over 3 years ago. I complied with all there request for updates paper work etc. Ive paid them in full for the service. Its been 100 days since Ive heard anything from Polston. Ive called left messages and have a long trail of emails that have gone with no reply. They keep saying that its the *** is the hold up. Fact is they only reach out to the state at the most once per month if even that often. Ms ****** is one of the representatives Ive been in touch with along with many others at Polston. I have requested to see my file and have a in person meeting at which time they did have a phone conversation with me 90 plus days ago with no further response or explanation. I have requested to speak with them about this situation with phone calls and emails. No reply no answer no response from anyone at Polston Tax. Will confirm with email records to confirm the status of my claim.

  

  Business Response

  Date: 11/05/2024

  Thank you for your feedback. We are always looking for ways we may improve, and it looks like we could have done a better job of setting your expectations when we began this settlement process with the state of ********. Unfortunately, the *** always takes a very long time to process settlement requests (2-3 years is typical). Although we have followed up monthly to ask them about the progress and urge them to expedite the matter,they still move on their own time frame. If following up more frequently would make a difference, we would do that, but unfortunately it would not make a difference.
  
  We apologize for any gaps in communication you have experienced. The status update would have been the same while we continually follow up with the **** but your emails should be timely returned even if we dont have anything new to tell you. We are pleased to see that your team has communicated an update to you since this complaint was filed and it appears the *** may be close to finalizing this matter. We look forward to seeing this through for you and finalizing these negotiations.

• Initial Complaint

  Date:09/09/2024

  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.

  We hired Polston Tax to resolve an IRS issue. They took our deposit months ago and now there is no way of getting ahold of them. They dont return phone calls, they dont provide updates, and they use an answering service and there is no way to speak to an actual person. I have emailed and called several times and they have yet to provide any update. And upon going online and seeing their YELP reviews they are scamming tons of people out of their money as well by ghosting them as soon as they get paid. This company needs to be stopped.

  

  Business Response

  Date: 09/12/2024

  Shortly after this complaint was filed, we were able to contact the client per their complaint-indicated desired settlement of contact by the business. However, the client stated they were not interested in discussing any issues and only wanted to cancel services. We must, however, clarify some of the statements in this complaint, as we have had numerous communications with the client via phone and email throughout the course of their services with us. Its inaccurate to state that we dont return phone calls or provide updates. In fact, the case history shows instances where we had to call and email multiple times to get responses from the client.
  
  Regardless, we regret when any client feels their services did not meet expectations, and its clear from our most recent communications with the client that services are no longer desired. Despite some casework having been performed, we are willing to compromise and refund this clients fees in full. We will contact the client directly to coordinate that refund, and we wish them success in their future tax matters.

• Initial Complaint

  Date:04/24/2024

  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.

   
  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.
  

  The company is currently working with me, but has not yet guaranteed a partial refund. They said that will take some time and approval. I am reviewing the paperwork they sent to me to see exactly where we are on my case. But at least I have gotten a response from them.

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

  the **** Polston advised verbally during the conversation with the attorney that we do nothing, but just wait. On March 15, 2024, one month after our agreement ended, Polston withdrew an additional $900.00 from my account. When I emailed and asked why they had withdrawn this money, they said it was for additional representation. On March 16, 2024, I emailed ********************* of their company. I asked him for a detailed list of all of the things Polston had accomplished on our behalf over the last two years in which they had represented us. Again, no response.I expect a list of the things Polston has accomplished on our behalf over the last two years of representation. I want, in writing, a synopsis of my conversation with their attorney and their options/suggestions about how to best resolve our tax situation. I want a refund of the majority of the $16,900.00 that we paid them, if they can justify that they were actually due any of that money.

  

  Business Response

  Date: 05/02/2024

  While we disagree with many of the statements in this complaint, we can confirm we have been in contact with the client since this complaint. We discussed the circumstances and representation leading to this point and next steps to resolve the clients tax matters. We have already begun carrying out those steps and will keep the lines of communication with the client open until this is resolved.

• Initial Complaint

  Date:04/16/2024

  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.

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

  please have refund made to the debit card attached. Thank you. ****************************;

  ltiple times documentation of billable hours only be only to be told that , they really dont track by billable hours. Apparently they have to contact the *** just like I do and have to wait on hold. I have requested the information that was sent to the *** on my behalf to see how the *** determined what I was able to pay monthly. I received five documents from them , and all it was was copies of my own tax transcripts which I can pull off the *** website myself. I have requested a refund multiple times only to be told no. In my opinion, they did not do anything for me. I still didnt get my taxes lowered none of the fees or anything was waived. I have to pay back the full amount and I had to set up my own payment plan with the *** myself. So for those of you out there looking for tax help please do your research. Talk to multiple companies before you decide to pay out an outrageously high some because nothing will happen with Polston . The owners of Polston received all my emails.

  

  Business Response

  Date: 04/18/2024

  We appreciate the opportunity to address this clients concerns and provide additional insight. We strongly disagree with the clients characterization of our services, as we detailed to her in a thorough email exchange over the 2 months preceding this complaint. We stand by what we have previously stated to her about her own culpability in the delays on her case.She received this answer from the employee working on her case. She didnt like the answer, so she asked for a response from management. She got the same answer from management, so she asked for a response from one of the co-owners.She got the same answer, so she asked for a response from the other co-owner.Our answer hasnt changed, and we still stand by it.
  
  However, instead of detailing here how specifically we disagree with her, we would like to take a different approach on this matter. In doing yet another review of her case history to respond to this complaint, we were reminded of some significant and difficult struggles she has dealt with in her personal life, unrelated to our services. Of course, we will not detail those hardships here, but we do want to change course on our refund determination in light of these difficulties she has had.
  
  Though we stand by our previous determination that no refund is due on this matter, in the spirit of compromise and compassion, we would like to provide a partial refund to this client in the amount of $2,000. We hope this helps us part on more amicable terms than after our previous communications about this matter.
  
  Despite our disagreement about services, we truly do wish the best for you, ********.

• Initial Complaint

  Date:04/12/2024

  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 retained Polston *********** to assist with a NJ State Tax collection matter. We signed a retainer agreement for their services and agreed to a monthly payment of $500. We then retained them for assistance regarding a lien subordination matter, and signed a supplemental agreement for an additional monthly payment of $200. It has been 9 months, and we still are no closer to resolution. I all but $500 on my initial agreement, and I have contacted Polston several times to discuss reconsideration of my payment arrangement, but instead of a return call, I received email advising that unless I pay what is owed, they will terminate the *** they filed with the *** and the State of NJ, and cease any further work on my file. I requested a certification or summary of the services they have provided to date, and was informed via email that it will take at least 30 days to process my request. Both my matters are time sensitive, and it appears that Polston has not done anything to resolve my cases.

  

  Business Response

  Date: 04/18/2024

  Thank you for the feedback and opportunity to address this clients concerns. First, wed like to address the clients desire that this service be canceled if we cannot resolve it within 30 days. This cannot possibly be resolved in that time frame, so we accept and agree with the clients request to part ways and evaluate a refund.
  
  The clients Engagement Letter shows no refund would be due. However, in the spirit of compromise, we can agree to refund $1,000 in hopes to part as amicably as possible. We will send the client the requested summary of work. Client was advised it can take 30 days, not at least 30 days,but we expedited it due to the irreconcilable differences between us. We should also clarify that although the client states they only had one more payment to make on the initial service, they paid less than half of the total fees owed for all three retained services and were two months delinquent on payments at the time of this complaint.
  
  It's also important that we elaborate on what was done for the client. Beginning early and repeating throughout the 9 months since Client retained our services, we requested simple and necessary documents 16 times and still never received everything we needed to move forward. Sometimes,a week or more after our requests, Client would email us to argue about whether we needed the documents, and we would explain why they were necessary. At one point, the client insisted we attempt something we knew to be contrary to the Tax Code and procedures, and the clients excuse was that they have done it before. We explained again that we would follow the established laws and procedures.
  
  Despite the non-compliance from the client, we contacted tax agencies on their behalf 15 times to protect them from collection action and move the case forward with the few documents the client had provided,but ultimately the clients unwillingness to provide documents created an impassible wall in the services.

• Initial Complaint

  Date:03/23/2024

  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.

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

  This company failed to mention their lack of response and the time line where I had to escalate to executive leadership to get a simple response.  Their response doesnt mention that the fact that I have on multiple occasions try to speak with a manager to discuss my concerns.  They are failed to disclose the processing times or length this process takes.  Not to mention the $2,000 that the *********** has already taken, following their amended return.  For me to retain for legal coverage I wouldnt incur additional cost.  

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

  

  Business Response

  Date: 04/05/2024

  We appreciate your feedback and the opportunity to address your concerns.
  
  In late July 2022, you retained us to prepare an amended 2020 tax return. Your Engagement Letter clearly states services include only preparing and filing the amended tax return, not legal representation before any tax agency for the balance owed prior to the amendment. We diligently worked on your amendment and completed it the very next month. We notified you multiple times in August 2022 that your amendment was complete and ready for your review and signature. You did not respond to us for 8 months after that. When we finally received the signed amendment back from you, we immediately submitted it for processing to both federal and state tax agencies in May 2023.We also provided tracking numbers to you at that time that prove the amendments were timely received by both the federal and state tax agencies.
  
  Since the pandemic, processing times at tax agencies have grown increasingly long. The *** advises that an amendment can take up to 20 weeks to process, but we commonly see it take longer. As discussed previously,the notices you are receiving are regarding the balance that existed before the amended tax return was filed. That balance will continue to exist until the amended tax return is processed. We have discussed this directly with you and offered for you to retain our legal services to protect you from levies while the amendment processes, but you declined this offer. We also provided you with advice on how to protect yourself and you confirmed you have not done what we advised. We again encourage you to heed our previous advice to protect yourself.
  
  We fully and promptly performed the services for which you retained us. No refund is due. If you are not willing to retain us for additional work that is clearly outside the scope of services and you are unwilling to take our advice on how to help the situation on your own, there is unfortunately nothing further we can do for you.

  

  Business Response

  Date: 04/09/2024

  We understand you would like clarity on the timeline in your services. We can further address that as well.
  
  You emailed us after business hours on a Friday that you had received tax notices that concerned you. We responded the following Monday morning asking you to provide the notices so we could review and adequately advise you on them. You did not provide the notices at that time. You emailed us two weeks later on a Saturday (replying to the same email in which we requested the notices from you) saying you had not yet received a call about the notices. We reminded you first thing the following Monday morning that you had not provided the notices as requested and we could not advise you on them until we received and reviewed them. Another two weeks later, we finally received the notices from you. Unfortunately, you filed this complaint only a few days later before we had a chance to review and discuss the notices with you.
  
  We then made multiple attempts to call and discuss it with you but you were repeatedly unavailable until last Friday, which is the first conversation in which you requested to speak to a manager. That was also the day we sent our previous response. Therefore, our response would not have mentioned that you requested to speak to a manager multiple times because that isnt true. We will be in touch soon to schedule a call with a manager per your request, but the solutions we can offer are the same as detailed in our previous response.