Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2024

  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.

  I originally had this tax firm do amended returns back in 2021. I have been reaching out to Mr. ******************** since April 2024 regarding notices ive been receiving from thr Irs and them garnishing my wages for unpaid taxes for the years he said he completed. He will not return my call. His staff has been rude and unhelpful. They flat out told me that I couldn't talk to him and he was too busy to take my calls. The *** have stated that didn't receive any amendments for me and i haven't been able to get proof from them that they actually did them. It is unacceptable that after spending money on something this important that you can't speak with the person to get your issue resolved. Every time I call I am told they will get back to me and never do meanwhile I'm fighting the Irs alone when I paid him for assistance. I want my money back for unfiled returns

  Business Response

  Date: 07/30/2024

  We are writing in response to the complaint filed by Ms. ******* regarding the preparation and submission of her amended tax returns by our firm.
  1. Accuracy of Claims:
  Ms. ********* complaint contains several inaccuracies:
  Completion of Work: Our records indicate that the amended returns were completed and copies were provided to Ms. ******* via email on March 28th and March 30th, 2023. Attached are the email confirmations as evidence of these communications.
  Proof of Filing: On July 23, 2024, our staff sent Ms. ******* certified mailing receipts verifying that her amended returns were filed with the **** The email with these attachments is also included with this response.

  
  2. Communication and Conduct:
  Role of Staff and Mr. ********************* It is the responsibility of our professional staff to address client inquiries. Mr. ********************* as the owner, does not handle day-to-day client communications, which is why our team is trained to assist with all client needs. Despite multiple attempts by our staff to assist Ms. ******** her continued disrespectful behavior towards our team has made further communication untenable.

  
  3. Circumstances Beyond Our Control:
  IRS Delays and Issues: It is important to highlight that many tax returns mailed to the *** during the COVID-19 pandemic, particularly in ********** were subject to significant delays and processing issues due to suspended or limited IRS operations. The ***'s handling of such cases, including potential loss or misplacement of documents, is beyond our control.
  *** Authority: The *** reserves the right to accept or deny any amended tax return, which is a process independent of the work completed by our firm.

  
  4. Resolution:
  Offer to Assist: As a gesture of goodwill, we offered to resend the amended returns to the *** at no additional charge. If Ms. ******* would like us to resend the returns, we have no problem doing so. However, *** amended processing timeframe is around 20 weeks or more so, she will need to contact the *** regarding further updates on this matter.
  No Refund: Given the completion and submission of the work as contracted, we cannot offer a refund.

  
  Conclusion:
  We regret that Ms. ******* feels dissatisfied with her experience. However, we have fulfilled our obligations  and provided multiple opportunities for resolution. 

  Customer Answer

  Date: 07/30/2024

  I am rejecting this response because:   they have yet to address the response. Where are the certified mailing receipts to the *** for 2016, 2017, 2018 and 2019 to show that these returns where sent. That is what the *** is asking for, not your word that it was done.

  Business Response

  Date: 08/02/2024

  We would like to address the concerns as follows:

  
  1. Certified Mailing Receipts:
  We have already provided copies of the certified mailing receipts for the amended returns. These were sent via email on July 23, 2024, as part of our previous communications.
  As mentioned earlier, the completion and submission of these amended returns were documented, and the necessary evidence was provided. The certified receipts we have on record confirm the mailing of these documents to the IRS.

  
  2. Previous Communications:
  Copies of the amended returns via email on March 28th and March 30th, 2023.
  Our initial response to the complaint already included this information and attached relevant documentation.

  
  3. Offer to Resend Returns:
  As a gesture of goodwill, we offered to resend the amended returns to the *** at no additional charge, should you require further assurance of their submission. This offer still stands, and we are willing to assist with this process if necessary.

  
  4. Conclusion:
  At this time, we believe we have addressed all concerns and provided the necessary documentation to support our claims. There is no further information for us to address beyond what has been previously communicated.

  Customer Answer

  Date: 08/10/2024

  I am rejecting this response because:   they still didn't send proof for 2016 2017

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2022, I sent my taxes to be filed with Taylor Tax Solution. I have an Identity Protection PIN on my account due to fraud that the *** issues every year to me. I added this document as well as all other documents needed to file my taxes. I assumed my taxes had been filed but after a year later, July 2023, I look at my *** account to discover that Taylor Tax Solution did not file my taxes with the ***. I called Taylor Tax Solutions July 5th 2023 and spoke with an associate, Jamia. She informed me that they tried filing the taxes but both times they did the *** rejected it due to an invalid Identity Protection PIN. Furthermore, she said they then mailed it to the ***. During this period I cannot say that I received communication that my taxes were being rejected nor did they communicate that they were mailing my taxes to the ***. Had they been in communication with me then at very least I should have been given a copy of the certified transmission that the post office gives. I did not receive a copy of certified transmission from the post office. I called Taylor Tax Solutions again on July 6, 2023 to speak with the office manager for clarity to this problem. The same associate, *****, answered my call and informed me the office manager, *****, was on another call but wanted me to know that she will mail my tax return again and I should receive some confirmation it was mailed out by Monday. I asked ***** to please have Amari give me call and ***** asked me why it was I wanted ***** to call me back. It was then I explained that I wanted clarity as to why we werent informed about our taxes being delayed. Also, I told her I wanted a refund for the amount spent for this service. I did not receive a call back by the end of the business day so I sent ***** a follow up response to my conversation I had earlier with *****. ***** did respond by email to inform me that all other questions about this case needs to be addressed with the *** and no refund will be given.

  Business Response

  Date: 07/11/2023

  ***************** claims that her ** PIN documents was submitted with all of her tax documents back in March of 2022. In actuality, an email was sent to **************** on April 28, 2022 stating that we needed the ** PIN document as the return was rejected. During this time, multiple emails were sent back and forth to the ******** as documentation and information regarding ******************** business was not sent to us and ***************** did not email a copy of the required document until May 12, 2022 which caused a delay in finalizing the return prior to the tax deadline. It is the responsibility of the taxpayers to ensure any and all documents are submitted in a timely manner to avoid *** late penalties and interest. The return was rejected again due to ********************* ** PIN not matching the *** database. As a result, the return had to be mailed in to the ***. ***************** called our office on March 20, 2023 to ask for a copy of the return and check on the status. A staff member informed her that the return was mailed in last year as it was rejected. As a courtesy, we attempted to electronically file the return again as we understand that the *** typically has delays with mailed returns, but the return was rejected yet again. During this time, ***************** sent multiple rude emails to my office manager because she did not understand how to properly read the Schedule C on the tax return. As a result, Mrs. and **************** are no longer clients at this firm. However, she contacted our office last week to inform us that the *** had not processed her return. We informed ***************** that we will resend the tax return and she will receive a copy of the certified receipt. On July 6, my office manager emailed ***************** a copy of the certified receipt and thoroughly explained that mailed returns can get lost in the *** mail systems and/or delayed processing occurs. We do not receive notifications regarding mailed returns nor are we able to check the status of a mailed return with a balance due which is why my office manager stated that she will need to contact the *** going forward with any questions regarding the return. The *** does not provide us with any information, therefore the *** is the sole resource for ***************** to receive updates regarding this matter. Lastly, ***************** was informed that per our policy, we do not issue refunds once a service has been completed. Our responsibility is to file and prepare an accurate tax return, this service was completed last year. The *** is responsible for the processing of the return, therefore, our firm is not liable for any processing delays or lost mailed returns by the ***.  

  
  
  

  Customer Answer

  Date: 07/13/2023

  I am rejecting this response because:

   I want to emphasize that all communication I had with their business has been done with professionalism. However, the fact remains that I emailed a copy of the ** PIN to them. Im still uncertain why it was rejected if they had a copy of the **** perhaps they entered it incorrectly. The second fact remains that there was no confirmation in 2022 that our taxes had been mailed to the **** They re-mailed our ****************************************** July 2023. I believe I received confirmation of the mailing this time because I specifically requested confirmation. Lastly, the role of a tax preparer is to prepare, calculate, and file income taxes on behalf of an individual. How could they actually know that they filed my 2022 taxes with the *** if they never received confirmation. If my taxes were mailed certified to the *** as it should have been in 2022 then they would have some type of confirmation that the *** received it which would then put all liability on the *** not on Taylor Tax Solutions. In addition, Taylor Tax Solution filed our 2020 taxes and I received confirmation with them when it was filed/accepted by the **** Why not this time?

  
  

  Business Response

  Date: 08/17/2023

  Upholding a standard of professionalism is of utmost importance to us, and we expect all interactions to reflect this value, which was not the case with *****************. As previously communicated, the *** system stated the ******** 2021 tax return was rejected due to ********************* IP PIN not matching their database. Unfortunately, we are unable to provide specific details about this discrepancy, as only the *** holds this information. Furthermore, it's essential to reiterate that the *** does not send notifications regarding the filing or acceptance of mailed returns. Consequently, our office would not receive any correspondence related to this matter. ***************** received confirmation that the 2020 tax return was filed and accepted by the *** because the return could be electronically filed, unlike the 2021 return. Moving forward, any further inquiries, clarifications, or concerns should be transmitted through the appropriate *** channels.

   

  Customer Answer

  Date: 08/27/2023

  I am rejecting this response because they do not have proof that they mailed my taxes in the first time.