Complaints

This profile includes complaints for FinishLine Tax Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FinishLine Tax Solutions, LLC

  2646 S Loop W Ste 660 Houston, TX 77054-2888

• 

  FinishLine Tax Solutions

  1309 W 15th St STE 230 Plano, TX 75075-7244

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:07/15/2025

  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.

  We signed up with Finish line *********** in March 2025. We spoke with someone named ******. He explained to us that our tax services would be taken care of through finish line tax service through a monthly payment. He explained that the monthly payment would be for resolution services as well go as well as going towards our payment to the ***. He also cleaned us that we would see credit repair services through finish line tax services immediately after our sign up. No one has contacted us about credit repair services nor have our taxes been resolved. They offered me the same resolution that the *** offered me. So I asked them why would I pay you a monthly payment to help resolve my taxes, if it's the same monthly payment resolution that the *** offered us? He had no response. They are lying to individuals telling them that are will assist them in lowering their balances with their IRS but they don't and can't. I was told to stop payments to the *** because they would take care of it. They also stated that I would not owe as much as I did when I started with them. Now, I owe more than I did before I began working with Finish line. This company has had over a hundred complaints and 3 years and I need assistance with legal advice.

  Business Response

  Date: 07/16/2025

  Dear Ms. ********************** you for your feedback and for giving us the opportunity to respond.
  
  I was able to review portions of your initial call with your settlement officer, *******. While I was not able to listen to every conversation between you and our team, I believe there may have been a misunderstanding regarding how our services and fees work.
  
  At no point did ******* state that your monthly payments to FinishLine Tax Solutions would go directly toward paying your *** tax debt. Rather, he explained that these payments are for professional resolution services aimed at helping you address your outstanding tax issues. This includes protection from aggressive *** and state collection efforts, guidance throughout the resolution process, and the potential reduction of penalties and interest through negotiation.
  
  In regard to your case specifically, we followed through with all the services outlined in your signed agreement. This included conducting an in-depth consultation with the ***, submitting necessary documentation to establish protection on your behalf, retrieving your wage and income transcripts, completing a financial analysis, and presenting the resolution options available to you.
  
  While it may appear that the Installment Agreement (IA) offered to you mirrors what the *** would offer directly, its important to understand that the agreements we negotiate come with distinct advantages. These include structuring the payment plan to avoid financial hardship, eliminating accruing penalties and interest if the agreement is maintained without default, and tailoring it to your financial capacity. These are benefits that many taxpayers may not be aware of when attempting to navigate the *** process alone.
  
  With that said, we understand that not every client feels the same level of value from the services provided. While a full refund is unlikely due to the extensive work already completed on your case, that decision is not final. To formally request a refund and cancellation of services, we kindly ask that you submit a written request to our billing department at *********************************** Once received, your case will be thoroughly reviewed to determine if a partial refund is appropriate.
  
  Please note: If a refund is approved, we do require that the BBB complaint be closed prior to issuing any refund. This is because an open complaint indicates that no agreement has been reached, keeping the case in an unresolved status. Once your cancellation request is submitted and a refund determination is made, the next step would be to close the complaint so we can move forward accordingly.
  
  We value your feedback and regret that your experience hasnt met your expectations. If you have any questions during this process, please feel free to reach out.
  
  Sincerely,
  ***** ****
  **********************************start="3025" data-end="3028"> FinishLine Tax Solutions

• Initial Complaint

  Date:06/24/2025

  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.

  I paid Finishline Tax Solutions to resolve a tax debt. They did resolve the issue and provided incorrect information. Now they are not wanting to provide reimbursement for services not rendered. I have emails with correspondence.

  Business Response

  Date: 06/25/2025

  Dear Ms. ****************** received your BBB complaint and appreciate the opportunity to address your concerns.
  
  You enrolled with FinishLine Tax Solutions on March 11, 2025, for a federal consultation and resolution of your outstanding tax liability. From the outset, our team worked diligently and in accordance with the terms outlined in your signed service agreement. A full financial consultation was conducted, multiple resolution assessments were completed, and ***-compliant resolution optionsincluding both an Offer in Compromise (OIC) and Installment Agreementwere discussed with you in detail.
  
  Throughout the course of your case, our team remained responsive and flexible. We continued working with you despite frequent payment delays and even placed your case on temporary hold at your request due to medical issuesan accommodation we were happy to provide. Once you resumed communication, we updated your financials, reviewed revised resolution strategies, and prepared documentation accordingly.
  
  At no point was any incorrect information provided to you. On the contrary, we outlined all *** procedures, eligibility requirements, timelines, and next steps involved in each resolution option. Our communication records show that we thoroughly explained both the advantages and conditions of an OIC as well as alternative solutions based on your evolving financial situation. If the *** accepted your offer, it could have resolved your debt for a fraction of what was owed, but as we were awaiting your signatures and required payments to move forward, you ultimately informed us that you had chosen to contact the *** and handle the matter on your own.
  
  Because substantial services were performedincluding tax analysis, financial reviews, *** account monitoring, and preparation of resolution documentationyou are not eligible for a refund. This is consistent with the signed service agreement, which clearly outlines the refund policy once services have been rendered.
  
  We regret that you feel dissatisfied with your experience, but we are confident that our team acted professionally and in good faith throughout your time with us. If you have further questions or would like clarification regarding your case history, we welcome your outreach.
  
  Sincerely,
  ***** ****
  ************************start="2444" data-end="2447"> FinishLine Tax Solutions

• Initial Complaint

  Date:06/22/2025

  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.

  Date of transaction. Made contact with ******** ******* on April 5, ******************************** ******* of Finish line Tax Solutions to do Freshstart program of my taxes. Total Amount ******* to be done in 4 divided payments - ****** on the 5th of each month. The first installment was done on April 5th and 2 subsequent payments done 0n May 5, and June 5th. The last remaining payment scheduled for July 5th. Up June 18th very little correspondence from her. Just to say the Resolution has my case. So I'm in process of getting medical records that would justify the Freshstart program. I felt she was blowing me off and that there was good reason they were riding out the clock. they - had my case for 3 months and they cant show me any documentation of what they are doing or anything about my case. I looked at the reviews on their website - there were a lot of negatives there that were similar to mine. I did a preemptive strike and wrote a review of my situation. so most of our interaction is on June 19th. She had called me yelling at me ordering me to remove the review. She accused me of slander and other things. She was angry, hostile, very defensive. She sounded like she was reading from a script and I asked her are you recording. She kind of fumbled over her words. She was inappropriate and i had to remind we have a client/ representative relationship. I told her I was vulnerable party. she had my money. I asked to be reassigned to another person. I was not. I was only told their resolution team is taking care of everything. They cannot produce one thing that they have done for me in 3 months. i have several emails that continued hostile accusatory. She accused me of pushing false information. It was my idea to submit medical supporting evidence. In 3 months, she only responded to the payments. i am going to include emails from Ms ******** I request to speak to supervisor several times. I have no trust in Finish line solutions.

  Business Response

  Date: 06/23/2025

  Dear Ms. ******************* received your BBB complaint and would like to take this opportunity to address the concerns you raised and provide clarification on the actions taken by our team.
  You enrolled with FinishLine Tax Solutions on April 5, 2025, under a service agreement totaling $1,975.00, to be paid in four monthly installments of $493.75. As of June 5, three payments had been made, totaling $1,481.25.
  
  Shortly after enrollment, your case was transferred to our ********************** During that time, your onboarding officer, ******** *******, remained in regular communication with you. Our records show that she acknowledged your circumstances, encouraged you to submit supporting medical documentation, and confirmed that your case had been escalated to our Resolution Director for review. She also responded promptly to your billing concerns, including initiating a same-day refund request when a payment was processed from the incorrect account.
  
  While we understand that you were frustrated with the pace of the process, we want to be clear that your situation was not disregarded or ignored. On the contrary, the correspondence shows that multiple efforts were made to keep your case moving forward and that you were encouraged to take proactive steps that could support your eligibility for relief. We respectfully disagree with your characterization of Steffanys conduct, as her communication remained professional and responsive throughout.
  
  That said, we understand you no longer feel comfortable continuing with our services and requested a refund. Although your service agreement does not guarantee a refund once work has begun, our Resolution Manager, ****** *******, has approved a full refund of $1,481.25 as a gesture of good faith and in an effort to bring this matter to a close.
  We regret that your experience did not meet your expectations and wish you the best moving forward.
  
  Sincerely,
  ***** ****
  *******************************start="2062" data-end="2065"> FinishLine Tax Solutions

• Initial Complaint

  Date:06/03/2025

  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.

  I received a 'car salesman pitch" and signed up for their service. They assured me after screening me that I was a candidate to get my tax debt down to almost zero. I paid $266 monthly and when I called them when I realized they were not doing much, they wanted me to settle for almost double what I owed the **** MAKES NO SENSE!! I told them I wanted to cancel. Mind you, they have not even contacted the *** at this point. They had done nothing at all. They offered me $200 back. I had not even paid the full $1500. They said they don't do anything with the *** until this is paid. I paid 720 at this point and wanted a refund and they said no. I tried disputing with my bank but they sent the service agreement claiming I received services. I received NOTHING. They are scammers!!!

  Business Response

  Date: 06/11/2025

  Dear Ms. ******************* you for your feedback. While we regret that you feel dissatisfied with your experience at FinishLine Tax Solutions, we would like to clarify several points in response to your complaint.
  
  Upon your enrollment, you completed and signed a legally binding Service Agreement outlining the services to be provided, the cost breakdown, and our refund policy. It was made clear that certain phases of servicesuch as direct IRS representationdo not begin until the full Resolution Fee is paid. However, your case did move forward under the Investigation Phase, which includes document collection, account setup, and internal consultation to determine eligibility and next steps based on your financial data and IRS compliance status.
  You made a total payment of $720 prior to your cancellation request, and at the time of that request, several line-item services had already been completed. As a result, and in line with the terms of your Service Agreement, a refund amount of $200 was determined and offered to you.
  
  Your claim that nothing was done is inaccurate. Documentation supporting services renderedincluding call logs, service notes, and internal assessmentsare on file and were factored into the calculation of your eligible refund. Additionally, your case was closed immediately upon your written cancellation request on March 25, 2025.
  
  We understand and respect your right to file a BBB complaint. However, we also ask that complaints accurately reflect the work done and agreements made. Referring to our company as a scam is both misleading and unsubstantiated. We are a fully accredited and licensed tax resolution firm, and we consistently strive to serve our clients with professionalism and transparency.
  
  We remain committed to honoring the refund amount in accordance with the terms of the contract. Should you wish to accept the $200 refund, please respond in writing so we can proceed with processing it.
  
  Sincerely,
  ***** ****
  ************************start="2361" data-end="2364"> FinishLine Tax Solutions

• Initial Complaint

  Date:05/20/2025

  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.

  This company seems to want to talk while your paying then they stop talking and let you fall into what they call a no contact breach and charge you another ****** , I was fooled ******** and one point gave them a good ****** review well, not anymore. They didnt listen to my available times or respond to emails when I sent them and call it my fault, I paid them money I didnt have to try and resolve a tax issue when I could have just about paid it off myself with the amount I gave them to lower it . Poor customer service , poor ethics and just look around here you will see the other complaints , all the same

  Business Response

  Date: 05/27/2025

  Dear Mr. ********************* you for your feedback. We regret that your experience with FinishLine Tax Solutions left you feeling dissatisfied, and we appreciate the opportunity to address your concerns.
  
  To clarify, your case was placed into inactive status due to a prolonged lapse in communication despite multiple documented attempts to reach you by both your assigned representatives and our Resolutions team. The reinstatement fee you referenced was not arbitrarily imposed but was applied in accordance with the terms outlined in your signed service agreement. This fee only comes into effect when a client is unresponsive beyond an extended and reasonable period, which in your case spanned several months.
  
  That said, in the interest of resolving this matter and continuing to assist with your tax situation, we are willing to waive the reinstatement fee and proceed with your casecontingent upon the closure of this BBB complaint.
  
  We hope this demonstrates our commitment to working with you, even in challenging circumstances, and reflects our desire to move forward constructively. Should you wish to proceed, please respond directly so we can reinstate your file and continue work on your behalf.
  
  Sincerely,
  ***** ****
  ************************start="1479" data-end="1482"> FinishLine Tax Solutions

  Customer Answer

  Date: 06/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:05/08/2025

  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.

  On April 23, 2025 I was trying to get my owed IRS taxes settled. So I contacted Finish Line Tax Solutions @ ************** and I talked to *****************************. He gave me information on how to go about getting services from Finish Line. He emailed documents for me to initial and sign. But before I got the email on documents ******* asked for me to pay a start process fee which I did. The amount was $350.00 with a bank debit card. I then received the documents and saw the amounts of what they were going to charge. It was pretty expensive and could not afford the monthly installments. So I got back on the phone with ******* and asked how I could get a refund and that I am not going to use Finish ****************** ******* then said I would have to email ************************************************ which I did and asked for a refund. Since then I not received an answer. So I called ************ on 5/7/2025 @ 9:16am M.S.T. and asked about my refund. I spoke to a receptionist and he stated that: they never received an application, so my refund should not take long to process for the return. And if I did complete and signed the application it should on take 21 days for a refund. He also stated that a Representative ***** **** is supposed to be working on the return and if I needed to call him @ *****************. I called again today 5/8/2025 @ 9:43 M.S.T. The receptionist said that he would text ***** and have him give me a call. He would not transfer me to ******* office. So I am seeking help on getting my refund of $350.00. I was told it was in the refunding stages. I did not return/submit/sign the Finish ************ Agreement Contract.

  Business Response

  Date: 05/09/2025

  Dear Mr. ************************** you for your message. I want to acknowledge that what you outlined regarding the timeline of events including your initial payment, receiving the service agreement, and deciding not to move forward is accurate.
  
  However, Id like to respectfully clarify that the portion of your complaint regarding a lack of follow-up or any attempt to withhold your refund is incorrect.
  Once I was notified of your request to cancel services, I personally attempted to contact you multiple times to confirm the cancellation and inform you of our standard refund processing timeline. Each time I called, the message returned was: The person you have dialed is unable to receive calls at this time. I was unsure if this was due to a temporary phone issue, a Do Not Disturb setting, or another reason, but unfortunately, I was not able to reach you directly. I also followed up with a text message requesting that you call me, but I did not receive a response.
  
  Had we been able to connect, I would have gladly reassured you that your refund was already in process and confirmed that we had not received a signed service agreement, which means no services were initiated. Submitting a BBB complaint under these circumstances when contact was attempted on multiple occasions feels both premature and unnecessary.
  
  That said, we have processed your cancellation and the $350.00 refund is actively moving through our system. As explained in our communications and company policy, refunds are typically processed within 1821 business days from the date the cancellation is officially submitted.
  We appreciate your patience and hope this response clears up any misunderstanding.
  
  Sincerely,
  ***** ****
  ************************start="1914" data-end="1917"> FinishLine Tax Solutions

  Customer Answer

  Date: 05/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:04/12/2025

  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.

  Was instructed to pay &960 to absolve ******************** owed to RI State income tax in amount of $4600. Received a few calls since informing me to set up a payment plan with the state & that there was nothing they could do. By this point, it was too late to file a dispute charge with my bank. This fraudulent co.pany should be shut down immediately so no others can be financially harmed by their completely unscrupulous activities. Close their doors now

  Business Response

  Date: 04/13/2025

  Dear Mr. *********************** you for your feedback. I want to take a moment to clarify what has taken place on your case and address the concerns you raised in your recent BBB complaint.
  You initially retained FinishLine Tax Solutions to assist with your Rhode Island state tax liability. After you came on board, we followed all standard procedures outlined in your service
  
  agreement, including:
  Conducting a full consultation with the Rhode Island Division of Taxation
  Gathering and submitting the necessary financial documentation
  Proposing and negotiating a resolution on your behalf
  Following up consistently with both you and the state regarding next steps
  
  Ultimately, the Rhode Island Division of Taxation determined that a reduction of your debt was not a viable option due to the age and balance of your liability. As a result, the state offered a resolution in the form of a payment plan requiring a $1,110 down payment and $100 monthly payments. We communicated this to you, along with the steps needed to move forward.
  We understand this may not have been the outcome you were hoping for. However, its important to note that the state determines what resolution options are availableour job is to facilitate the process and advocate on your behalf, which we did. A resolution was achieved; the decision to accept and follow through with it was left in your hands.
  
  Additionally, Id like to clarify that your case remained active for several months as we attempted to reach you multiple times via phone, email, and mail. We only marked the case inactive after receiving no response and mailing two formal contact letters, as required by our internal procedures.
  
  While we understand your frustration, we respectfully disagree with the claim that we did nothing. Your case was handled thoroughly, and all contracted services were completed. At this time, we do not see any grounds for a refund.
  
  Should you wish to revisit the resolution or speak further about your case, we are still here to help.
  
  Sincerely,
  ***** ****
  ************************start="2174" data-end="2177"> FinishLine Tax Solutions

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I had performed these tasks with the State of ************ prior to contacting your company. This was explained in detail to your sales representative ******* *****. He assured me actions would be taken to reduce the debt pertaining to interest and penalties. Again, none of this was done. A partial or full refund is absolutely appropriate regarding this case.
  
  Regards,

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

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

  
  

  Business Response

  Date: 04/14/2025

  Dear Mr. *********************** you for your continued feedback regarding your case with FinishLine Tax Solutions.
  
  We understand that your expectations centered on achieving a reduction in your Rhode Island state tax debt, and we regret that the final resolution was not what you had hoped for. However, its important to clarify a few things regarding your experience and the services you received.
  
  While our goal is always to pursue the most favorable outcome for our clientsincluding possible reductions in penalties and interestwe do not and cannot guarantee that any taxing authority will approve such a reduction. Ultimately, the decision to reduce a liability is at the sole discretion of the *** or state taxing authority, and is based on the taxpayers financial profile, debt structure, and other qualifying factors.
  
  Regarding your claim that you had already performed these tasks with the State of ************: our records show that we conducted a full state consultation, submitted the required financial documentation, and negotiated an installment agreement on your behalfan agreement that the state would not have established without a formal proposal, supporting documentation, and active communication, all of which we provided.
  
  While its understandable that receiving an installment agreement may feel underwhelming, its important to note that the installment agreements we establish differ significantly from those set up independently. We focus on ensuring the plan aligns with your financial capabilities and seek to prevent unnecessary penalties or future defaultstrategies many taxpayers are unaware of when entering into an agreement on their own.
  
  Finally, your case remained active for several months as we attempted multiple forms of outreach to finalize your resolution. A lack of response led to the case being closed after proper notifications were sent.
  
  Given that all services outlined in your agreement were performed, a refund is not warranted.
  
  Sincerely,
  ***** ****
  ************************start="2155" data-end="2158"> FinishLine Tax Solutions

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The response is unacceptable as no attempt has been made to refund the original transaction. Not a single effort was made by this company to provide the service that representative ******* ***** committed to. Again, I had already contacted the State of RI and received instruction. Repeating this process was not necessary and certainly not worth even close to the almost $1000 I paid. Due your due diligence as a company and refund this horrific, completely worthless transaction your salesman was dishonest about. ******* ******** accomplished absolutely nothing and shame on you.
  
  Disgruntled & Ripped Off,

  ******* *********
  
  
   

  
  

  Business Response

  Date: 05/07/2025

  Dear Mr. *********************** you for your continued feedback and for sharing your perspective with us. We sincerely regret that your experience with FinishLine Tax Solutions has not met your expectations, and we appreciate the opportunity to address your concerns.
  
  Upon reviewing your case, it is clear that you had already engaged with the Rhode Island Division of Taxation before reaching out to our team. However, when you contracted our services, our role was to provide expert assistance, guide you through the necessary steps, and negotiate on your behalf to achieve the best possible outcome. We understand your belief that the process may have been redundant, but it is important to note that our services were not limited to simply re-initiating communication with the state. As part of our process, we gathered and submitted additional documentation, advocated for a reasonable resolution, and secured a payment plan with Rhode Island to help manage your outstanding debt.
  
  Regarding the actions of our representative ******* *****, we understand that you were assured that the debt could potentially be reduced. However, it is crucial to clarify that, while we do pursue debt reductions where possible, the final decision on whether penalties and interest can be reduced rests solely with the taxing authority. Unfortunately, the state did not approve such reductions in your case, and we communicated their response to you promptly.
  
  We also acknowledge your frustration with the outcome, particularly as it may not have aligned with your expectations. However, the services outlined in your agreement were completed, and we were transparent with you about the states response and the limitations we faced. While we understand that this may not have been the resolution you hoped for, a refund is not appropriate given that services were rendered as agreed and in accordance with the contract.
  
  We take your feedback seriously and continue to strive for improvements in our services. If you have any further questions or wish to discuss this matter in more detail, we are happy to explore any remaining options with you.
  
  Sincerely,
  ***** ****
  FinishLine Tax Solutions

• Initial Complaint

  Date:03/30/2025

  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.

  I gave them 1500 but they never did there job inn4 years they made me pay another fee for 500 to restart a year ago they did nothing now I lost 5 g more of taxs for my kid. They lied say irs was send me pack they took my offer then never came cause this company lies. Ever review says they did same they. They need be stoped and the 50 other people on there need there cash back to

  Business Response

  Date: 03/31/2025

  Dear Ms. ****************** appreciate the opportunity to address your concerns and provide clarification regarding your case.
  
  Your Offer in Compromise (OIC) was submitted to the *** as part of our efforts to resolve your tax liability. Unfortunately, the *** ultimately rejected your offer based on their determination that you had the financial ability to fully pay your outstanding balance. A formal rejection letter was issued by the *** and should have been received at your mailing address. While we understand that this outcome was not what you had hoped for, it is important to clarify that a rejection from the *** does not mean that our services were not performed.
  
  The work involved in preparing, submitting, and handling all IRS correspondence related to your OIC was completed as outlined in the signed service agreement.
  Regarding the reinstatement fee, this was necessary because of a lapse in communication on your part. After multiple attempts to reach you, your case became inactive, requiring additional administrative work to reactivate it. The reinstatement fee charged was $300, not $500 as stated in your complaint.
  
  You have since chosen to cancel services with our office. Since you no longer owe a tax debt and have not requested any further assistance, your account has been marked as Service Completed No Additional Assistance Needed by Client.
  
  We regret that you are dissatisfied with the outcome, but we want to reiterate that our team completed the work as agreed upon in the service contract.
  
  Sincerely,
  ***** ****
  Finish Line Tax Solutions

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

   

  I like my cash back or them to fix what they done with irs
  
   

  
  

  Business Response

  Date: 04/03/2025

  Dear Ms. ****************** understand your frustration and appreciate the opportunity to clarify the status of your case.
  
  Our records show that we completed the work agreed upon in your service contract, including the preparation and submission of your Offer in Compromise (OIC) to the ***. The *** ultimately rejected your offer based on their determination that you had the financial ability to fully pay your tax liability. While we understand this was not the outcome you had hoped for, it does not mean that our services were not performed.
  
  Since you have now chosen to cancel services, and no further assistance has been requested, your account has been marked as Service Completed No Additional Assistance Needed by Client. Per the terms of your signed service agreement, refunds are not issued for completed services.
  
  Sincerely,
  ***** ****
  Finish Line Tax Solutions

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  No u gave them 2 500 deals in 5 years. And u changed me 2 times I never said close my case I want my money back since ur not doing ur job. I got the reports for the tax and no u tryed another 500. When u told me we already had a deal. With the tax people witch was a lie. Im on ssi brain dead and u took 2000 from disabled person
  
  
   

  
  

  Business Response

  Date: 04/11/2025

  Dear Ms. ***************** you for your continued feedback. We understand that this process has been frustrating and we take your concerns seriously.
  
  Wed like to clarify a few points to ensure there is no confusion about the services rendered:
  
  Your Initial Case: Our records show that we completed the services outlined in your original agreement, which included the preparation and submission of your Offer in Compromise (OIC) to the **** The *** later issued a formal rejection of that offer based on their evaluation of your financial standing.
  
  Fees Paid: The fees you referenced were for services that were completed according to the agreement you signed. The reinstatement fee you mentioned was associated with the reopening of your file after a lapse in communication and was discussed prior to being applied.
  
  Service Status: We have no record of a request for continued service after the final decision from the *** was issued. Your case was marked completed based on that outcome and the absence of further requests for assistance.
  
  We understand that the result with the *** was not what you hoped for. However, based on the completed services and terms of your agreement, no refund is due.
  We also want to clarify that no additional charges have been processed or requested beyond what was agreed upon in your contract(s).
  
  We remain committed to providing transparency and professionalism in all client matters, and we appreciate your understanding.
  
  Sincerely,
  ***** ****
  FinishLine Tax Solutions
  

• Initial Complaint

  Date:03/27/2025

  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.

  I contacted an organization to help me with my tax situation, a man named ***** ******** ******* took my info down and told me I needed to pay ****** to get started. He wanted me to print the paperwork off fill out and send back. I wasnt able to do that so he sent it priority mail. I have not signed or sent back any paperwork because I settled my taxes with the *** myself. I contacted ***** ******** ******* on the 23rd of March but got the voicemail and he hasnt returned my calls. It wa the 19th of March 2025 when they took the money off and it was Saturday March 22nd when I received the paperwork. Like I stated above I have the paperwork but I NEVER signed and I am requesting my money back. It is March the 27th ************************************************************ I dont wish to do business with Finishline tax solutions so I am requesting a refund. I will continue to try to contact ***** ******** ******* because thats the only number that he provided me with. Hoping for my request to be answered sooner than later.

  Business Response

  Date: 03/29/2025

  Dear ******,
  
  We are happy to hear that you were able to resolve your tax matter. We understand that you have requested to cancel your account and receive a refund, and we want to address your concerns.
  
  While you did make your initial down payment to begin services, we require a signed service agreement and power of attorney documents before we can officially begin work on a case. Everything that ***** did up to that pointsending you the necessary paperwork and assisting you in getting startedwas done correctly and in line with our standard process.
  
  We apologize that ***** had not yet responded to your call. However, we want to emphasize that there are multiple ways to reach us beyond leaving a single voicemail with a tax officer. Our customer service phone number is publicly listed on our ****** page, service agreement, and website. Additionally, we provide our fax number and email address for clients to reach out. Filing a BBB complaint after one unanswered voicemail, without attempting other contact methods, was premature. Had you reached out through these other channels, we would have been able to acknowledge your request and initiate the cancellation and refund process sooner.
  
  Now that we are aware of your request, your account has been canceled, and I have personally submitted your refund request for the amount of $456.68 to our billing department. Please note that refunds are processed through our batch system, which means it may take ***** business days for the refund to be fully processed and disbursed.
  
  If you have any additional questions, please feel free to reach out. We appreciate your patience as we work to complete this process.
  
  Best regards,
  ***** Pace 
  FinishLine Tax Solutions.
  

  Customer Answer

  Date: 04/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:03/21/2025

  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.

  On March 18, 2025 attempted to try the tax relief program finishline tax solutions in *******, ** just to find out theyre not a trustworthy company and havent been fulling the promises but taking customers hard earned income regardless I decided to opt out of doing further business with them, but they dis receive a one time payment of ****** i since then havent heard back from there accounting department regarding my funds reversal so now im filing my complaint about the situation is it has caused me a great amount of stress. Im asking to have my funds mailed back to me in a check form as i dont trust them with my bank account information .

  Business Response

  Date: 03/21/2025

  We acknowledge that the client signed up for services and made a down payment of $570. Since that time, he has expressed his desire to cancel and request a refund.
  
  On March 18, 2025, his tax officer, ****** *******, informed him that all cancellation requests must be submitted in writing to our billing department. This is our standard policy to ensure all refund requests are documented and processed correctly.
  
  Our standard processing time for refunds is 8-10 business days from the date a written request is received. If the client has indeed followed the proper procedure by emailing our billing department, his refund request has likely been acknowledged and is currently pending.
  
  While we understand his frustration, it is important to note that his complaint was filed before the standard refund processing window had elapsed. Additionally, FinishLine Tax Solutions was never given the opportunity to provide any tax services, as the client chose to cancel immediately after signing up. Filing a BBB complaint in this situation is premature and does not accurately reflect any wrongdoing on our part.
  
  We kindly ask that the client allow the appropriate time for his refund to be processed. If he has any concerns, we encourage him to reach out to our billing department directly for an update on the status of his refund.
  
  Regards,
  ***** Pace 
  FinishLine Tax Solutions.