Phoenix Tax Consultants

Review: I called Phoenix tax Consultants, LLC to question them on how they prepare and charge for filing individuals taxes. The representative for the company on the phone said, for two individuals filing separately, the cost would range from $130-$150 each depending on how in depth the return was. I then asked to explain that further and I was told for a short form $130 because not to much goes into that and $150 for another return if someone had a house or other deductions being claimed. For people who file Joint it would cost $250 I was told. I said okay because we had one short form and one long form that was going to be filed and I agreed to make an appointment. I was also told that built into the cost was a 2 hour consultation meeting to go over all the tax information and to answer any questions.

On the day of the appointment I spent 10 minutes in a waiting room filling out papers for the company on basic information. Then sat down at a desk with the person whom would be responsible for filing the taxes for another 10 minutes. The person looked at everything and said okay I"ll call you when their ready. So, I then tried to ask a few questions, to which the person did not know the answer to, and was told they would get back to me with answers through email. 2 days later after giving some additional information, a mortgage settlement form and such, a person called and said the taxes were ready and its $480.

I then asked to speak with the owner and said how unhappy I was with the service and that the amount initially promised was not the amount being charged and how I did not have any questions answered. I also feel I did not get a reasonable amount of time for a sit down meeting for the explanation of my taxes let alone the full 2 hour time slot. The only services being really provided was someone taking the forms and plugging it into software on a computer.

The owner then called me and talked about how difficult the return was and how in depth the tax return was and how much work goes into everything. Remember: they filed 1 short form and 1 long form. The owner then said as far as some of the questions I had they really didn't apply to my current financial situation so they didn't bother to mention them to me. To which I replied that's why I need the consultation to understand why or why not I can deduct things. Their job isn't to say what applys to me or not or what information they feel is appropriate for me to hear; it is to "consult" me on tax issues and the questions I have. After feeling frustrated that I was not satisfied the owner then insulted my intelligence on tax issues, my age, and how unreasonable I was for not accepting a meeting with her to go over all the taxes and questions I had.

I calmly explained how the company had already had the opportunity for the meeting and that having another meeting would not help because 1. I already took time off work for the 1st meeting and 2. The taxes were already completed so what good was the consultation.

I then told the owner I am not going to pay the $480 because I was told something different prior to the appointment and the service that was provided did not meet the expectation of the initial price. The owner then threatened legal action or as a substitute I could pay $400. I honestly was nervous and do not know my rights when it comes to things like this so I told her reluctantly okay I will pay it, I do not want any legal action. Throughout the phone conversation this owner kept insulting me on how little I know about taxes and how justifiable her pricing was. Note: I kept saying to her that's why I needed the consultation BEFORE not after because I do not know much about taxes, so the conversation just kept going in circles. I ended it and said okay I'll pay the $400, feeling no other option.

I then went into the establishment to pick up the taxes; to which the owner requested me to come into her office. I declined and said I wanted to just pick up my taxes. The secretary would not bring the taxes out and said I had to go into the office. I went into the office and the owner talked to me about all her services, her price structure, how many clients she has, how many years she was in business, and continued the insults. Things like I am to young to understand, how close-minded I was being not accepting her offer to sit down for a new meeting, and also offering to buy me a coffee if that would make me feel better. Throughout the conversation the owner was saying how she defended her pricing eventhough the person whom I made the appointment with had said different things to me. She apologized for the confusion for what I was originally told and said I was providing good feedback to her. She then pleaded with me over and over to accept another meeting with her and how sorry she was and how she wanted me to be happy. I respectfully listened to her and then when she was done talking I got up and left.

As I was walking out the door an employee stopped me and asked me to sign the tax return so they could finalize them. I asked what do I have to sign to which the person explained they needed the signature to finilize the state and federal return. I said okay and signed but the other individual filing with the company was not present and I had to take copies home and have them sign and scan them back to the tax company. They never told me both parties had to be present or to sign any papers upon pick up. This once again was why I chose this company because I was told I was going to get consulted on taxes and tax returns and the process and learn for the future on tax preparation.

I then proptly paid the $400 using a credit card and felt I have been duped.Desired Settlement: I am not asking for a full refund because I understand their service costs money. This complaint is about the principal of being told a price and expectation, when making the appointment. The service was not as advertised and the cost was not either. I expected a price of $280 based on the information given when booking the appointment. My desired outcome is to be reimbursed for $130 dollars the different in the amount I paid for the total of 2 individual tax returns.

Brief background about myself and other party filing. This was our first time filing taxes on our own without our parents. This was the first time we filed taxes after buying a home. We had plenty of questions and thought we were going to get provided a service that they advertised. This is not a ploy to get out of paying a bill. We pay all our bills on time every month and was never late.

Business

Response:

I think that the client summed things up well- his quote “This was our first time filing taxes on our own without our parents. This was the first time we filed taxes after buying a home” We charge by the form and our prices are competitive and very reasonable. He brought in two returns including a home purchase that needed to be analyzed and split to his advantage. He is unrealistic about what professional preparation costs and he misunderstood the original conversation because we always only estimate what will be involved. Also, as I explained to him, planning now is for 2013 not 2012. 2012 is over so we can only recommend what can be done to reduce taxes for this year. Because he said we were not providing planning which we were and we wanted to follow up on this I repeatedly offered to accommodate him with as much time as needed to review all of his return and make recommendations for 2013 for which he refused. As he admitted, I was trying to assist him. He had a huge chip on his shoulder and would not be open to anything we offered to help. I reduced the price of the returns by 20% and when he left he seemed calmer. No one in our area would do two returns with a house purchase, federal, state and local for the fee we charged including a separate extended meeting for planning. I also was very respectful to him and as witnessed by one of my preparers, never mentioned his age. We have 1000 satisfied clients willing to pay their bill. I think person should make a few more calls to see what some of our competitors would charge for two returns. If he can document what we provided to him to be less from H & R Block for example, I will gladly make up the difference.

Business

Response:

I think that the client summed things up well- his quote “This was our first time filing taxes on our own without our parents. This was the first time we filed taxes after buying a home” We charge by the form and our prices are competitive and very reasonable. He brought in two returns including a home purchase that needed to be analyzed and split to his advantage. He is unrealistic about what professional preparation costs and he misunderstood the original conversation because we always only estimate what will be involved. Also, as I explained to him, planning now is for 2013 not 2012. 2012 is over so we can only recommend what can be done to reduce taxes for this year. Because he said we were not providing planning which we were and we wanted to follow up on this I repeatedly offered to accommodate him with as much time as needed to review all of his return and make recommendations for 2013 for which he refused. As he admitted, I was trying to assist him. He had a huge chip on his shoulder and would not be open to anything we offered to help. I reduced the price of the returns by 20% and when he left he seemed calmer. No one in our area would do two returns with a house purchase, federal, state and local for the fee we charged including a separate extended meeting for planning. I also was very respectful to him and as witnessed by one of my preparers, never mentioned his age. We have 1000 satisfied clients willing to pay their bill. I think person should make a few more calls to see what some of our competitors would charge for two returns. If he can document what we provided to him to be less from [redacted] for example, I will gladly make up the difference.