ComplaintsforFive Stone Tax Advisers LLC

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested service from Five Stone to protest my 2021 taxes. At no point in the sign-up process or any subsequent communication, was it made clear that they would automatically continue for following years. I received an email saying that they had filed for 2022 taxes. I reached out and they said it was in their agreement. There is nothing in the sign-up process that lets you know that this is the case. Their response was we sent you an email. I did not receive that email.This is deceptive business practice. They need to make their auto-renew clear in the signup process.

  Business response

  06/14/2022

  Our agreement is continuous until notified as that’s what our clients prefer. Therefore, we continue to work to lower our clients property taxes each year unless our clients communicate otherwise. 

  We will waive the client’s invoice for 2022 services and cancel their account going forward.

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17193409, and find this resolution satisfactory regarding my complaint. However, the business can prevent complaints like this in the future by making it very clear during the sign-up process that customers are opting in for automatic renewal as opposed to burying those details in their T&C's. It's deceptive and not a good way to earn repeat business and referrals.
  
  Regards,
  
  ***** *******

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Five Stone Property is charging me $61.95 was a past due balance for enrolling me onto an Essential Plan without my permission. I did not agree to this plan and nor was I contacted for my permission. This plan is charging a $59 service fee which I refuse to pay because I did not sign up for it. How could they have known that it would be convenient for me without my permission? This is theft at its finest and completely unfair. Now I am being threatened with third party collections and a lawsuit. Also they are telling me that they would waive 10% of my balance due if I pay them by March 10th. My frustration is that I did not sign up for the Essential Plan! Below is their excerpt: "For your convenience, we have enrolled you in our Essential Plan which includes: unlimited customer support, Five Stone appointed as your agent, filing your protest, obtaining and analyzing government evidence for your case, preparing your case, and presenting and arguing your case with the appraisal district. Based on this plan, your pricing terms with Five Stone are now a $59 service fee or a success fee of 45% of the tax savings (contingency), whichever is greater. If your success fee is greater than $59, the $59 service fee is waived. Therefore, we only need to save you $131 in property taxes for the service fee to be waived."

  Business response

  03/24/2022

  We apologize for the miscommunication regarding our pricing. Per your request, we’ve cancelled your service and have waived your fee. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I keep getting emails with an invoice for a service that I never signed up for regarding my personal property taxes. I accepted my amount and never asked to be challenged once I went through an online process to determine if the value was inline and it was with other houses. Now they are trying to add a late fee onto my invoice and want them to stop contacting me, take care of the charge and delete my information going forward.

  Business response

  03/14/2022

  The client hired Five Stone to protest their property taxes, which Five Stone did. The result was an invoice for $59 per the signed representation agreement.

   We have cancelled the service going forward per the client’s wishes, and have waived the fee. There is a zero balance on the account.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Five Stone solicited me with the promise that they would help get my property taxes reduced. If they did, they would take a cut of the savings. If they didn't, I would owe them $0. They did not get my property taxes reduced. And now they are trying to charge me $59. And threatening a late fee, etc. Please help. Thank you.

  Business response

  12/01/2021

  Five Stone updated pricing terms for property tax services and notified clients in February 2021. We apologize for the miscommunication. We have waived the client’s fee.

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