Complaint: [redacted] I am rejecting this response because: We do not accept the response from Custom Tax. First, please see Attachment A, which is made out to ONLY [redacted] *. [redacted] , contrary to the statement that ‘was not who we had our engagement with.’ This letter is clearly made out to [redacted] *. [redacted] for services. [redacted] and [redacted] both own both businesses and therefore the agreement was between both [redacted] and [redacted] and Custom Tax. Next in reviewing the assessment from the owner regarding ‘changing of accounts without Custom Tax’s knowledge’ please see Attachment J dated on March 11th which was addressed to the bookkeeper notifying her that we were planning to change accounts. In that email we also asked ‘if we were holding her up on completion.’ There was no response from the bookkeeper on us holding up anything contrary yet again to ‘not giving information in a timely manner.’ Then on March 28 another message (See Attachment K) was sent to our bookkeeper with her login information for our account. To state they had no knowledge that we planned to change accounts or that we did not speak to them first is untrue. They had full access and no concerns that were ever voiced to us about us changing accounts. To supplement our complaint we will detail out our concerns with supporting information clearly labeled and a narrative that we were unable to send along with the original complaint. Starting on 12/8/15 that there were problems with the reporting that the bookkeeper was supposed to be doing. We received the first of many notices from DOR that a delinquency fee would be assessed because reports were not received. After contacting the bookkeeper, a relative of the tax pro owner, she responded that she completed October and November and was able to resolve the delinquency fee. At that time we asked for monthly financial statements and were informed that she was in the process of setting everything up, but that we could login to [redacted] online to see what was going on. At that time very little was filled out online and we decided we would patiently wait for her to finish up. We were also notified at that time that because we were going to be utilizing [redacted] online that there would be an additional monthly fee to cover the cost of the software in addition to our monthly service charge. Fast forward a few months to January when we opened [redacted] online we noticed that our payroll transaction report contained numerous duplicate entries and that due to the duplicate entries the total payroll amount reflected the initial entries and all of the duplicates. We spent hours reviewing this in and were able to confirm that we did not pay the employees twice, but that the entries were in [redacted] multiple times. We brought this up the bookkeeper and requested this to be reconciled. Though she reconciled some of those duplicate entries, several were still overlooked and the total payroll amount shown in [redacted] inaccurately reflects the total amount of payroll paid out still to this date. This poses a major problem as we could not quickly and accurately determine what percentage of our income that was being spent on labor. (Please see Attachment B) This problem was shown to the owner of Custom Tax, and she explained she would review our concerns with the bookkeeper and attempt to resolve the issues. She repeatedly told us that the bookkeeper was an expert with [redacted] and that things would be cleared up soon. We did not ask for any credits, just voiced our concerns that our time should NOT be spent pouring over books that we were paying someone to prepare accurately and in a timely manner. Though the books didn’t get completely cleaned up from January we continued to move forward, but soon were frustrated that we still didn’t have accurate financial statements from January, February or March, let alone October/November/December even though the bookkeeper would have had bank statements by that time. On April 1st we contacted the bookkeeper inquiring about whether or not payroll taxes were paid on the erroneous amount listed in our [redacted] account or on the actual amount since the duplicate entries were still not fully cleaned up. This question was never answered. We asked the bookkeeper what she needed from us to clean this up and move forward on April 1st via email, and she responded by stating, ‘I do not have any questions for you.’ And that, ‘I have January and February done.’ Therefore on April 2nd we reviewed January and February again only to find out that a plethora of duplicate entries still existed and there were not any usable monthly reports still. We restated via email again on April 2nd (See Attachment C) specifically that if we were holding up the progress that very clear instructions needed to be sent to clarify what she needed to complete the books and asked for an in-person visit. On April 4th the bookkeeper responded to our email stating that everything was done, but she was ‘reconciling.’ Keep in mind this is April 4th. We are unsure why on April 4th we were still waiting for books from January and February. She went on to now say, ‘I need receipts.’ Which we gave to the owner who then passed those on the bookkeeper. The books we had already paid for months ago were not anywhere near being done. We were then told in the email by the bookkeeper on April 4th that, ‘I worked on it as much as I could on Friday, but I also have other accounts to work on.’ (See Attachment D) We found this to be inappropriate. The amount of money we were paying and the time we were personally spending on the books to try to correct errors did not warrant such a heinous response. In addition to those comments the bookkeeper came up with a laundry list of items that she then claimed she needed even though we had already asked on various occasions what it was she needed. One of the items being bank statements. The bookkeeper was set up for full access to our accounts and had access, so we were unclear as to why she had not pulled any of the statements online as we do in a timely manner. Essentially, it just seemed like we were being fed a bunch of excuses as to why none of our books were done and why there was little to no attention to detail and we were left responsible to spot check the books for errors rather than rely on this person that was being paid to do this service. Moving on to April 4th we received another notice of a penalty being assessed to the business for late payment of taxes from the DOR. (See Attachment E) We quickly took a screen shot and sent the picture to the owner asking for an explanation in regards to how the penalty would be handled and why there was a penalty again. Apparently, our revenues were not reported on time and we were then assessed a penalty. The penalty was in excess of $200. The bookkeeper responded and said that the fee would be paid by Custom Tax if the penalty could not be waived by DOR. It was at that time that we decided to end our relationship with Custom Tax. The reports that were from business inception to date were never completed and are laden with errors. In addition to the plethora of bookkeeping problem we had we also had difficulty getting an asset list done that our bookkeeper had said she would prepare for us to turn in to the tax assessor. Multiple correspondence emails were sent on the dates of April 28th and May 5th regarding the status of the asset list. (See Attachment F) To date we have never received a copy of the asset list that she prepared, just an email stating that the bookkeeper stated she talked to the assessor and that she had a copy. On May 5th the secretary at Custom Tax responded to us that a copy of the asset list would be sent to us the following morning. No such copy was ever sent to us. We followed up with yet another email to our bookkeeper only to be told that a completed copy would not be sent to us until she received one from the assessor. Only after contacting the assessor’s office ourselves did we finally receive an asset list. (See attachment I) We were not given an opportunity to approve or discuss what was turned in as a final product which we found to be unacceptable. On May 25th we sent an email to Custom Tax and advised that due to a plethora of problems and not having books done in a timely manner that we would be taking our business elsewhere. Custom tax responded promptly stating that they were not provided with the information to do the books. (See Attachment G) We disagree with this completely. We had gone out of our way to provide information as evidenced by all the attachments and multiple in person meetings to try to resolve issues amicably. We also asked for clarification as evidenced in the emails if anything was needed. Instead of receiving information and the services such as monthly financial statements and reconciliation, as stated in our letter of engagement, we were provided with books laden with errors and lots of excuses as to why things were not done. The owner refused to acknowledge that our books were incomplete and a complete mess. We turned our books over at the end of May to another firm. The new firm charged us $550 to reconcile the books given to them from the beginning of the year that Custom Tax had prepared. We were unable to again get complete books from Custom Tax for April even though they insisted on billing us for work in April. Nearly $4000 in expenses in April went uncategorized when the books were given to us. (Please see Attachment H) We were handed a final bill in excess of $400 which included fees for some checks at the end of May. We informed Custom Tax that due to the amount of errors, incomplete reporting, and failure to perform duties as stated in the letter of engagement that we would not be paying the bill. Custom Tax then stated they would send us to collections if we did not pay. There was no accountability, or recognition on their part of any wrongdoing which was appalling. Apparently it was acceptable for them to charge us and to never reconcile January properly, or categorize April, and to turn in our asset list without our permission. As evidenced by all of the attachments services were not provided as stated, our books were not completed, and were frankly laden with a plethora of errors that required us reconciling them on our time in addition to paying them to try to make sense of what was going on. It’s unfortunate that part of the response from Custom Tax is them touting about all the great deals they gave us on our taxes. We do not dispute the owner is a tax pro and excellent at what she does, but her relative and bookkeeper was not capable of doing the job we had hired her for, bookkeeping, and therefore we were displeased and unhappy with the service provided. The great ‘deal’ on our taxes in no way makes up for the hours we spent cleaning this up or the money we paid that left us without monthly P&L’s that were error free. The tax pro and owner was not involved in the majority of this problem because we dealt directly with the bookkeeper. She was unaware of the issues or choose to ignore them despite the email records, accounting mistakes, and meetings in person. This business relationship cost us hundreds of dollars to clean up and countless hours of our own time reconciling. Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */
Complaint: [redacted] The customer service was poor and so was our experience Others should know what to expect when working with this company when it comes to attention to detail and accuracy [redacted] is listed as an owner on both businesses and was engaged through all of the processes No ownership of any of the erroneous reporting was ever taken by Custom Tax and that is a shame Thank you Revdex.com for attempting to resolve Custom Tax will not get our business again as they do not deliver on services paid for as evidenced by the information we presented.Sincerely,* [redacted]
Complaint: [redacted] I am rejecting this response because: We do not accept the response from Custom Tax. First, please see Attachment A, which is made out to ONLY [redacted] *. [redacted] , contrary to the statement that ‘was not who we had our engagement with.’ This letter is clearly made out to [redacted] *. [redacted] for services. [redacted] and [redacted] both own both businesses and therefore the agreement was between both [redacted] and [redacted] and Custom Tax. Next in reviewing the assessment from the owner regarding ‘changing of accounts without Custom Tax’s knowledge’ please see Attachment J dated on March 11th which was addressed to the bookkeeper notifying her that we were planning to change accounts. In that email we also asked ‘if we were holding her up on completion.’ There was no response from the bookkeeper on us holding up anything contrary yet again to ‘not giving information in a timely manner.’ Then on March 28 another message (See Attachment K) was sent to our bookkeeper with her login information for our account. To state they had no knowledge that we planned to change accounts or that we did not speak to them first is untrue. They had full access and no concerns that were ever voiced to us about us changing accounts. To supplement our complaint we will detail out our concerns with supporting information clearly labeled and a narrative that we were unable to send along with the original complaint. Starting on 12/8/15 that there were problems with the reporting that the bookkeeper was supposed to be doing. We received the first of many notices from DOR that a delinquency fee would be assessed because reports were not received. After contacting the bookkeeper, a relative of the tax pro owner, she responded that she completed October and November and was able to resolve the delinquency fee. At that time we asked for monthly financial statements and were informed that she was in the process of setting everything up, but that we could login to [redacted] online to see what was going on. At that time very little was filled out online and we decided we would patiently wait for her to finish up. We were also notified at that time that because we were going to be utilizing [redacted] online that there would be an additional monthly fee to cover the cost of the software in addition to our monthly service charge. Fast forward a few months to January when we opened [redacted] online we noticed that our payroll transaction report contained numerous duplicate entries and that due to the duplicate entries the total payroll amount reflected the initial entries and all of the duplicates. We spent hours reviewing this in and were able to confirm that we did not pay the employees twice, but that the entries were in [redacted] multiple times. We brought this up the bookkeeper and requested this to be reconciled. Though she reconciled some of those duplicate entries, several were still overlooked and the total payroll amount shown in [redacted] inaccurately reflects the total amount of payroll paid out still to this date. This poses a major problem as we could not quickly and accurately determine what percentage of our income that was being spent on labor. (Please see Attachment B) This problem was shown to the owner of Custom Tax, and she explained she would review our concerns with the bookkeeper and attempt to resolve the issues. She repeatedly told us that the bookkeeper was an expert with [redacted] and that things would be cleared up soon. We did not ask for any credits, just voiced our concerns that our time should NOT be spent pouring over books that we were paying someone to prepare accurately and in a timely manner. Though the books didn’t get completely cleaned up from January we continued to move forward, but soon were frustrated that we still didn’t have accurate financial statements from January, February or March, let alone October/November/December even though the bookkeeper would have had bank statements by that time. On April 1st we contacted the bookkeeper inquiring about whether or not payroll taxes were paid on the erroneous amount listed in our [redacted] account or on the actual amount since the duplicate entries were still not fully cleaned up. This question was never answered. We asked the bookkeeper what she needed from us to clean this up and move forward on April 1st via email, and she responded by stating, ‘I do not have any questions for you.’ And that, ‘I have January and February done.’ Therefore on April 2nd we reviewed January and February again only to find out that a plethora of duplicate entries still existed and there were not any usable monthly reports still. We restated via email again on April 2nd (See Attachment C) specifically that if we were holding up the progress that very clear instructions needed to be sent to clarify what she needed to complete the books and asked for an in-person visit. On April 4th the bookkeeper responded to our email stating that everything was done, but she was ‘reconciling.’ Keep in mind this is April 4th. We are unsure why on April 4th we were still waiting for books from January and February. She went on to now say, ‘I need receipts.’ Which we gave to the owner who then passed those on the bookkeeper. The books we had already paid for months ago were not anywhere near being done. We were then told in the email by the bookkeeper on April 4th that, ‘I worked on it as much as I could on Friday, but I also have other accounts to work on.’ (See Attachment D) We found this to be inappropriate. The amount of money we were paying and the time we were personally spending on the books to try to correct errors did not warrant such a heinous response. In addition to those comments the bookkeeper came up with a laundry list of items that she then claimed she needed even though we had already asked on various occasions what it was she needed. One of the items being bank statements. The bookkeeper was set up for full access to our accounts and had access, so we were unclear as to why she had not pulled any of the statements online as we do in a timely manner. Essentially, it just seemed like we were being fed a bunch of excuses as to why none of our books were done and why there was little to no attention to detail and we were left responsible to spot check the books for errors rather than rely on this person that was being paid to do this service. Moving on to April 4th we received another notice of a penalty being assessed to the business for late payment of taxes from the DOR. (See Attachment E) We quickly took a screen shot and sent the picture to the owner asking for an explanation in regards to how the penalty would be handled and why there was a penalty again. Apparently, our revenues were not reported on time and we were then assessed a penalty. The penalty was in excess of $200. The bookkeeper responded and said that the fee would be paid by Custom Tax if the penalty could not be waived by DOR. It was at that time that we decided to end our relationship with Custom Tax. The reports that were from business inception to date were never completed and are laden with errors. In addition to the plethora of bookkeeping problem we had we also had difficulty getting an asset list done that our bookkeeper had said she would prepare for us to turn in to the tax assessor. Multiple correspondence emails were sent on the dates of April 28th and May 5th regarding the status of the asset list. (See Attachment F) To date we have never received a copy of the asset list that she prepared, just an email stating that the bookkeeper stated she talked to the assessor and that she had a copy. On May 5th the secretary at Custom Tax responded to us that a copy of the asset list would be sent to us the following morning. No such copy was ever sent to us. We followed up with yet another email to our bookkeeper only to be told that a completed copy would not be sent to us until she received one from the assessor. Only after contacting the assessor’s office ourselves did we finally receive an asset list. (See attachment I) We were not given an opportunity to approve or discuss what was turned in as a final product which we found to be unacceptable. On May 25th we sent an email to Custom Tax and advised that due to a plethora of problems and not having books done in a timely manner that we would be taking our business elsewhere. Custom tax responded promptly stating that they were not provided with the information to do the books. (See Attachment G) We disagree with this completely. We had gone out of our way to provide information as evidenced by all the attachments and multiple in person meetings to try to resolve issues amicably. We also asked for clarification as evidenced in the emails if anything was needed. Instead of receiving information and the services such as monthly financial statements and reconciliation, as stated in our letter of engagement, we were provided with books laden with errors and lots of excuses as to why things were not done. The owner refused to acknowledge that our books were incomplete and a complete mess. We turned our books over at the end of May to another firm. The new firm charged us $550 to reconcile the books given to them from the beginning of the year that Custom Tax had prepared. We were unable to again get complete books from Custom Tax for April even though they insisted on billing us for work in April. Nearly $4000 in expenses in April went uncategorized when the books were given to us. (Please see Attachment H) We were handed a final bill in excess of $400 which included fees for some checks at the end of May. We informed Custom Tax that due to the amount of errors, incomplete reporting, and failure to perform duties as stated in the letter of engagement that we would not be paying the bill. Custom Tax then stated they would send us to collections if we did not pay. There was no accountability, or recognition on their part of any wrongdoing which was appalling. Apparently it was acceptable for them to charge us and to never reconcile January properly, or categorize April, and to turn in our asset list without our permission. As evidenced by all of the attachments services were not provided as stated, our books were not completed, and were frankly laden with a plethora of errors that required us reconciling them on our time in addition to paying them to try to make sense of what was going on. It’s unfortunate that part of the response from Custom Tax is them touting about all the great deals they gave us on our taxes. We do not dispute the owner is a tax pro and excellent at what she does, but her relative and bookkeeper was not capable of doing the job we had hired her for, bookkeeping, and therefore we were displeased and unhappy with the service provided. The great ‘deal’ on our taxes in no way makes up for the hours we spent cleaning this up or the money we paid that left us without monthly P&L’s that were error free. The tax pro and owner was not involved in the majority of this problem because we dealt directly with the bookkeeper. She was unaware of the issues or choose to ignore them despite the email records, accounting mistakes, and meetings in person. This business relationship cost us hundreds of dollars to clean up and countless hours of our own time reconciling. Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */
Complaint: [redacted] The customer service was poor and so was our experience Others should know what to expect when working with this company when it comes to attention to detail and accuracy [redacted] is listed as an owner on both businesses and was engaged through all of the processes No ownership of any of the erroneous reporting was ever taken by Custom Tax and that is a shame Thank you Revdex.com for attempting to resolve Custom Tax will not get our business again as they do not deliver on services paid for as evidenced by the information we presented.Sincerely,* [redacted]