DECA-AMR Business Products, Inc.

[redacted]  Re: Complaint ID: [redacted] Mary Hatfield Oliva Tax & Bookkeeping Service Complaint filed by: [redacted]  March 5, 2018 To Whom It May Concern at the Revdex.com,  On...

February 9th, 2018 [redacted] and [redacted] came into Mary Hatfield Oliva Tax & Bookkeeping Service to have their 2017 tax return prepared. They requested to have the first available preparer assist them with preparation. [redacted], an 8-year employee of Mary Hatfield Oliva, was the preparer who assisted them with their tax preparation. Upon beginning their tax return, it was brought to Mrs. [redacted]’s attention that the returns for years 2009-2016 had not been completed; at that time the [redacted]’s requested that Mrs. [redacted] complete those returns as well. She informed the client that it is MHO policy for back year tax returns to have the client drop off the forms required for filing and to contact them with any questions regarding the return and to let the client know when they are ready to be picked up. This policy is in place due to the overwhelming number of client’s who require assistance in the office with preparation of their current year tax return. The client verbally agreed to these terms.   While preparing the 2017 tax return it came to the attention of Mrs. [redacted] that the client, [redacted] did not have a 1098-T form present at the time of filing, a form that would be needed to finalize the 2017 return. Mrs. [redacted] was asked to estimate what the approximate refund may be once the 1098-T form was entered. Using the 1098-T form from the prior year, Mrs. [redacted] estimated the client’s approximate refund and informed the client that this total was simply an estimation and that the exact refund amount could not be supplied until the 2017 1098-T form was furnished and the return could be finalized. The [redacted]’s agreed to supply the 1098-T form to Mrs. [redacted] when they were able to obtain a copy of the form.   On February 12th, 2018 [redacted] came into Mary Hatfield Oliva Tax & Bookkeeping Service and informed the receptionist, [redacted] that she wanted to take her tax forms that had been furnished to MHO for preparation and file them elsewhere. Ms. [redacted] informed the client that it is the policy of MHO to obtain payment for any work prepared before forms could be released. The client stated that she didn’t believe work had been completed and wanted the forms back. Ms. [redacted] informed the client that the return had been prepared and was near completion, the only form needed to complete the return was the 1098-T form that the client was to obtain. The client then left the office.  The following day, February 13th, [redacted] and [redacted] returned to MHO office. Nathan inquired from the receptionist, Ms. [redacted], why his forms could not be returned to him. Ms. [redacted] then explained to Mr. [redacted] the same policy that was explained to Mrs. [redacted] the day before. MHO policy states that all services rendered by MHO must be paid for before client forms will be returned. After raising his voice at our receptionist and using foul and inappropriate language toward employees of MHO, Mr. [redacted] was informed by Ms. [redacted] that the manager of the business, [redacted], was out with an illness, but would be in touch with him at her earliest convenience upon her return to the office. The [redacted]’s then left the MHO office. [redacted] then called MHO office and apologized for the inappropriate behavior of her husband and asked what the fee would be to collect their forms. She was informed by [redacted] that the fee would be $160, which is MHO standard fee for the work that had been completed to that point. Mrs. [redacted] thanked Ms. [redacted] and the call ended.   The [redacted]’s then returned to the office where they requested their forms. The receptionist informed them that the fee would be $160. Mr. [redacted] refused to pay the fee and stated that he wanted to collect his forms. The receptionist explained to him that she had previously explained to Mrs. [redacted] over the phone that the fee would be $160 and that if he refused to pay the balance due, that [redacted], manager, would be in touch with him at her earliest convenience, as was explained to him in the prior visit. On February 16th, 2018, Mr. [redacted] returned to the office and [redacted], manager, had returned to the office from her absence due to illness. [redacted], manager, [redacted], receptionist and Mr. [redacted] spoke regarding the events leading up to this meeting. MHO policies were explained to Mr. [redacted] several times and the client still refused to pay the balance due. At no time did [redacted], or any other MHO employee make the statement mentioned by the [redacted]’s in the complaint to, “call their lawyer.” At the resolution of the meeting, Mr. [redacted] informed [redacted] that he would “see her in small claims court,” and that he “always wins.” Mrs. [redacted] told him that was fine and that she would look forward to hearing from him.  [redacted] and [redacted] attempted to explain to the [redacted]’s that MHO would be happy to complete the return legally and to the satisfaction of the client on numerous occasions. The [redacted]’s declined and went on to file this complaint.  Regarding the sign placed in front of MHO that was mentioned in the complaint, MHO does offer a service that allows the client to have preparation fees taken out of their refund. This service is provided through a bank loan. The bank that provides this service charges an additional $99.90 on top of MHO preparation fees. It was explained to Mr. [redacted] that if he did not want to pay MHO preparation fees up front he could take advantage of this service to cover his preparation fee.  MHO, a 34-year business, and an “A” rated business with the Revdex.com prides itself in customer satisfaction and professionalism. We strive to please all our clients and this case is no exception. We appreciate your assistance in resolving this matter and we look forward to hearing from you.   [redacted] Manager Mary Hatfield Oliva Tax & Bookkeeping Service[redacted] 
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