ComplaintsforTax Sentry, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/28/22 I submitted payment of $250.& Got a receipt. For ******* /tax sentry to do my tax returns. I have been consistently reaching out andThere has been little to no communication from them via email and up until now my taxes has not been submitted for 2022.They are now operating under a new name (******* and incite). At this point i just want a full refund of my money.

  Business response

  01/17/2024

  We will refund the client.  Can she please confirm a current address for mailing.  We have an address of *******************************************************************  

  Customer response

  01/19/2024

   
  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.
  That address is correct 

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

  Customer response

  02/13/2024

   
  Complaint: 21124074
  
  I am rejecting this response because:

  This is in regard to Tax sentury I have not heard from them nor receive a check from them, so I'm reaching out back to you either to find another complaint or to see if you can reach out to them.

  Thank you.

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this company for several years with no issues. I had to make payments for their services which I understand. I had them paid and my 2022 tax papers signed and returned in time for them to file them. Apparently they went out of business and my taxes are not filed as of yet. I have tried repeatedly to reach them and get an answer as to the hold up. I keep receiving the answer they are working on it. Another company has taken over Thrive is that name. I am now at risk of fines for not filing on time. I feel at a loss as to what I can do to move this forward. I feel they have no clue where my taxes are or it should be a simple look up my name and find the information. Please help me get this resolved. I truly dont want to pay fines or be in trouble with the irs. This is frustrating and scary.

  Business response

  01/17/2024

  The *** efiling system is currently turned off for maintenance (and has been since November).  This occurs every year and the *** updates their system.  Within the next 14 days, we expect the *** to reopen its efiling system and we can then submit the tax return electronically.  We have *********** on our list to submit as soon as it opens.  We will send her an email as soon as it is complete. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company was referred to Tax Sentry by Prime. The communication was lacking from the beginning. Finally got in touch with a rep who was assisting, we were reassigned without notice and have email trails making outreach for several months to our new agent. [Manager] stepped in to offer assistance and told us how to use the tax vault so we can submit relevant tax files. Upon filing for an extension and submitting our paperwork before the deadline, we were told taxes were being processed in Sept 2023. To date, we still have no communication other than RC saying his role transitioned. Called the customer service number to learn about a merger. The customer service rep said they had no record of our account. We have overpaud to a company that has not filed our taxes, allegedly merged with another company, and has not communicated any of this without our initiating contact.

  Business response

  01/17/2024

  We will reach out to the individual.  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired them to do my taxes, so they deduct $65 from my bank account every single month. I sent my information over to them last September 2023, so as to file my returns by October 2023, but I still have not heard from them. I don't even know if I'm going to have to pay penalties due to how late they are filing my returns. I am getting very, very worried. Nobody has reached out to me. I do not want to do business with this company anymore. First, they were called Tax Sentry and then some other company bought them out, so now they go by ******. Very dishonest and constantly giving me the run-around.

  Business response

  12/18/2023

  We have reached out to the client for resolution and completion of her service. 

  Customer response

  12/18/2023

   
  Complaint: 21021833
  
  I am rejecting this response because although a very kind man named **** reached out to me, he said that the *** closes their portal for receiving tax returns during the holidays and will only open it up on January 20, **** - which means that he cannot do anything about my returns for now. He guaranteed that my tax returns would be filed by then but I was given no sufficient reason why there has been such a massive delay in the processing of my taxes given that I submitted all my information in September 2023.

  I would like to keep this complaint open and active to hold *************** Services/Tax Sentry/******/********** accountable. They reached out to me because I filed this complaint. It was the first time I ever received a call from them after I sent them several emails since October. I am apprehensive that if I close this complaint now, my tax returns will be made last in the queue and I will have to seek the services of a different tax company to do my returns - which are now overdue. I fear that the *** will slap penalties on me because of this company's failure to file my returns on time.

  I also was not given a copy of whatever extension was filed on my behalf last April 2023. I do not know if one was filed on my behalf. I am very grateful that **** touched base with me, but it is not enough for me to close this complaint. The only way I will close this complaint is if a) my tax returns are finally filed, or b) I am given a refund for all the money I paid Tax Sentry/*************** Services/*******/********** for the year 2023. 

  Thank you for your kind understanding.

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

  Business response

  12/19/2023

  WE understand her position and will work with her until her tax returns are filed. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been lied to for months about them getting my taxes prepared as well as that they will pay (Ryan C*****) for late fees since they didn’t hit the deadline. Now they say I didn’t pay my monthly fee which I have a receipt on Oct 31st 2023. Danielle says I cancelled it on Nov 3rd 2023 which is false. Now they have my file which should be confidential so now what?

  Business response

  11/29/2023

  We will reach out to her regarding her tax return. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've been using Tax Sentry for over 2 years per a friend referring me to them. My time working with them has been nothing short of miserable. I pay a fee monthly to cover tax services, yet I cannot even get ahold of anyone and we are 6 days away from the deadline. I have sent multiple messages over the past few months with no response outside of their secretary telling me she will have someone contact me, but nobody ever does. At this point it is wasted money and I will have to end up doing my own taxes.

  Business response

  10/11/2023

  We are reaching out to the taxpayer. 

  Customer response

  10/16/2023

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a tax preparation service from Tax Sentry through Tax Lien Code. No services provided and Tax Sentry's response to request for a refund for non-performance was referral to ************************. Never dealt with this company and made no payment to them. Agent from Prime did return call and stated that they found no record of an account but later contacted some manager that tied the Tax Sentry transaction to Prime. Their response was no service performed because they didn't receive information. My response was that an email or some contact would have reminded ** that we had the service and further, if I was interested in DIY tax preparation I would not have paid $2000+. Last excuse was they could not refund because of the length of time. : Not rational since prepayment in 2022 was for 2023 return for completion just a few months ago. A complaint was also filed against Tax Sentry also because they received payment. Prime representative was puzzled because their policy is normally to receive monthly payments not full prepayment

  Business response

  08/21/2023

  We have contracted the company from which she purchased services about the requested refund. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tax Sentry was recommended during a workshop provided by Tax Lien Code for preparing real estate business tax returns. An initial payment was made agreeing to provide tax services for the 2023 tax period for one business and one personal return. The company made contact to schedule a 5 minute call which took place in June 2022. No further communication was received and in reality, with no communication from the business after that, the service was forgotten until a review of payments. This service was contacted and a refund requested since service for the 2023 return was not provided. Response was that TAX Sentry (company that was paid) wasn't the right entity to request refund. Referral to ***************. Response from them was no refund because they didn't receive info for taxes and it was too late. Not acceptable since the return was due in 2023 although full payments were accepted a year earlier. In conversation it was also revealed that their services are normally paid monthly. seems we were scammed all the way around

  Business response

  08/09/2023

  WE have directly communicated with the client regarding her complaint.  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As noted by the many complaints here, this company is not one anyone should work with. My situation started after paying over $900 for a tax package only for them to botch my 2021 taxes. They were received in September 2022 and not filed until January 2023. To make things worse, they messed them **. Over $1700 dollars in penalties, interest, and tax due. After 3 people made promises they'd reimburse me in April, it's now August and nothing. I've had to call the *** myself to get my penalties abated and have only asked they refund the difference - still nothing.I encourage anyone with the same issues to file a form ***** to make sure your respective preparer is on the ***'s radar.Please note, this company has since "re-branded" to ******.com. Steer clear!I want to be refunded in full.

  Business response

  08/09/2023

  We are working directly with the client to resolve the issue. 

  Customer response

  08/16/2023

   
  Complaint: 20407855
  
  I am rejecting this response because nothing has been done. Instead, the person I've been dealing with has gone on vacation and is now not answering emails.
  
  I'm being strung along just as I've been over the almost 2 years I've had to deal with them.
  
  Also, they sell your personal information to 3rd parties despite their Terms and Conditions. DO NOT do business with these criminals hiding behind degrees and desks.
  
  Sincerely,
  
  *****************************

  Business response

  08/17/2023

  A resolution with the client's requests was emailed to him on August 16th.  ****************** was well aware of the 3 business days that the required individual would be out of town.  Prompt communication was completed with the client. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed for a tax extension on March 24, 2023, and all appropriate paperwork for my personal and business tax returns on April 11, 2023. I'd heard nothing from them by May 8, 2023 and reached out asking for an update. I was told my returns would be filed in approximately eight weeks. When nine weeks passed, I again reached out on July 13, 2023 for an update and I was told that they couldn't find my documents. When I confirmed I had uploaded everything back in April, they told me they were able to find my documents and that they'd work on my file that day (July 17, 2023) and get back to me. I heard nothing from them and had to reach out again on July 21, 2023 asking for an update. I again heard nothing and emailed them on July 24, 2023. That day happened to be a state holiday where Tax Sentry is located. I got a reply from them apologizing for the delay and stating they'd have my returns to me by the beginning of the week of July 31, 2023. Upon receiving that email on July 25, 2023, I requested the partner in the company call me. It is now July 27, 2023, I have heard nothing from the company and I have no idea if they're working on my tax returns despite me paying for their services all year.

  Business response

  07/27/2023

  The tax return had previously been completed.  It has been uploaded to her shared folder.  We will reach out directly to the client. 

  Customer response

  07/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: the tax form had not "been previously completed" as the company states. They are making it sound like they had done the work and uploaded it for me to review before I filed the complaint: this is untrue and can be proved by email correspondence. They have since worked on my filing, but until I get confirmation that my tax returns have been filed completely and successfully at the federal and state level, the issue is not resolved.
  
  Sincerely,
  
  ***** *****

  Business response

  07/28/2023

  We have submitted the tax returns and they have been accepted. 

  Customer response

  08/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: while I have been told by the company that the returns have been filed and accepted, I have no confirmation from the IRS at the federal level or the DRS at the state level. My complaint will only be resolved when I've gotten my refund from both places. 
  
  Sincerely,
  
  ***** *****

  Business response

  08/07/2023

  The tax returns have been accepted and it has been communicated to the client. 

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have still not heard anything from the IRS.  I did receive my state refund my mail, even though the paperwork from the tax prep company said it would be deposited directly into my bank account. I will close out my complaint once I've gotten confirmation or refund from the IRS.
  
  Sincerely,
  
  ***** *****

  Business response

  08/08/2023

  We have communicated with the client regarding the submission of their tax returns and the current status with the IRS. 

  Customer response

  08/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after finally getting my refund from the IRS find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

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