Five Stone Tax Advisers LLC

Complaint: [redacted] I am rejecting this response because:this is the email I got after the brief phone call with the ceothey never even read my complaint or addressed any of the issues.I raised issues Regards, [redacted]

We are deeply disappointed when any client has less than a positive experience with our services Five Stone has been effectively providing IRS resolution services to thousands of satisfied clients for nearly years Our overall customer satisfaction remains very high However, as a long term company in this industry, we are always appreciative of feedback in looking to make a good product even better We respectfully disagree with the characterization of events as stated by the former client The nature of tax resolution services requires significant back and forth between our tax professionals and the client to gather information and documents We rely on our clients to provide information and documents on a timely basis When the client is not forthcoming or responsive, or their characterizations change when documentation is provided, this can alter the course and timing of the caseWe represented the client for nearly eighteen months; most client’s cases are completed within months After eighteen months, the client requested to cancel services at which time Five Stone honored the request to cancel Five Stone earned the the fees paid and were well within her rights to request additional fees to continueWe wish the client’s much success, [redacted]

The Revdex.comCentral, Coastal, Southwest Texas and the Permian BasinRE: Complaint ID# [redacted] To Whom It May Concern, Thank you for notifying Five Stone Tax Advisers of a consumer complaint from [redacted] I appreciate the opportunity to address the issues raised by the clientIn an effort to resolve the dispute with Roman and Kyah [redacted] , Five Stone offered to refund the full $for our tax-preparation services plus an additional $for theirtime At our scheduled meeting on August 7, to present the refund, Mr [redacted] refused to accept our check in the amount of $1,and demanded either a cash payment or someone toaccompany him to the bank to cash the checkAfter explaining that Five Stone only issues refunds by check, Mr [redacted] became angry and left without the payment.Five Stone has attempted to rectify the situation for Mrand Ms [redacted] Their desired settlement according to their complaint is a full refund, which is what we haveoffered (plus an additional $250.00) and been denied.While we maintain that the allegations raised in the complaint are without merit, we forgo a rebuttal to each item in an effort to protect the complainant from potential issues withauthorities, as we have filed a police report based on the nature of communication with Mr [redacted] .I hope this information clearly conveys that Five Stone has gone the extra mile to serve our clients, and I’m happy to answer any additional questions you may have.Sincerely, [redacted] Founder & CEO

[redacted] , On Friday, 7/29, our Director of Tax reached out via telephone and email in order to discuss your request for refund and his findings of your case review, but as of this morning he has been unable to make contactWith your specific case, we were unable to reach the target resolution of an Offer in Compromise due to your financial situationHowever, we did create and execute an alternative strategy to resolve the issue, which has exhausted nearly all of your initial case feeWe must reiterate that while we are unable to guarantee the outcome of a case, we can, and do, guarantee great efforts from our associates on your behalf against the IRS, and that our efforts will produce a solution to the issueAt this time we are unable to grant your request for a refund of $because our time and efforts on your case utilized the entirety of your case feeWe thank you for your feedback and wish you well in your financial future

Complaint: [redacted] I am rejecting this response because we have a contract with this business that allows us to a refund for our representation Regards, [redacted]

Good morning, The client hired Five Stone on April 26th of to lower their property taxes Five Stone performed the service and was paid for said services. When the client fired Five Stone, the contract clearly indicates that the service is "continuous until notified." Five
Stone has sent the client multiple courtesy emails confirming that Five Stone intended to represent the client for 2017.On June 1st, the client notified Five Stone that he no longer wishes to receive services from Five Stone.On June 1st, Five Stone honored the client's wishes and cancelled services going forward. We wish the former client the best and enjoyed lowering his property taxes

Complaint: ***This firm does not offer the services you think you are getting, or sign contracts regardingSave your money, and hire someone that will truly represent you regarding any IRS situations.
Regards,
*** Harnett

Complaint: ***
I am rejecting this response because: I have rejected Five Stone's response to my complaint because they haven't address my request for reimbursement for the fees I paidThe level of service I received for the tax year did not meet expectations or justify their
prices
Regards,
*** ***

Complaint: ***
I am rejecting this response because:It was not clear that we were signing up for a "recurring subscription" when we engaged them last year. In fact, I believe that their siprocess is deliberately UNCLEAR so that folks are billed annually and with the hope that the customer doesn't check their credit card. Fraudulent business practice.
Regards,
*** ***

Thank you for bringing this matter to our attentionWe are continually committed to improving our client experience and always appreciate feedback whether it be positive or negativeIn reference to your specific case, we received your request for cancellation on July 7,Our Director of
Tax Resolution is currently reviewing your case files in order to properly assess this request for refundTypically the review process takes 7-business days to completeHowever, your case dates back to early therefore there is a very large scale of details to consider. We apologize if we did not adequately communicate the time it takes to complete a case review of this sizeOur Managers and Directors genuinely care for their clients and strive to make a positive impact in the lives of othersWe do not take your concerns lightly and we make time to fully understand perspectives, time-frames, and many other parts of the case in order to make an educated decisionAfter speaking with our Director of Tax Resolution, we have escalated this issue and you will receive and email containing the outcome by end of business on Friday. We appreciate the opportunity to serve you. Thank you,-Five Stone Tax Advisers

Complaint: [redacted]
I am rejecting this response because:this is the email I got after the brief phone call with the ceothey never even read my complaint or addressed any of the issues.I raised 8 issues.
Regards,
[redacted]

Tell us why In considering your request for a full refund, I asked my team to outline the fact pattern of your cases.  When we spoke, you asserted the following:  Five Stone reassigned your case seven times Five Stone neglected your case, resulting in the IRS rejecting your offer in...

compromise  In reviewing the fact patter below, your assertions don’t corroborate the history.  The history of the case clearly shows Five Stone routinely going above and beyond to help you, with continual and routine noncompliance on your part.  I’m sorry for your families health problems.  I can empathize with the reality you found yourself in and how hard that would be.  Because of the health problems, Five Stone spent 3 extra years and far more time than billed for trying to help your family.   Please review the below and provide any additional information you’d like me to consider.  At this time, in good faith and because of your health concerns, I can offer you the following settlement to put this behind us:  $1,000 refund Five Stone negotiates a payment plan with the IRS that fits within your budget ($2,900 value)  Case Overview:  Initial $3900 case fee on 2/24/15 based on estimated $15K tax liability (at end of case 3/18/18 clients owed $17,325.60 not including 2016) Clients had trouble making payments, getting case docs, filing compliance Clients resistant to RFAS but finally agreed on 8/29/16 (FSTA extremely underpaid for work performed—mainly LHG’s fault) Made financial concessions to client with reduced RFAS ($2950 reduced to $1500) and including 2016 tax liability at no charge OIC failed due to filing compliance (told FSTA 2016 filed and never was) and appeals stated full-pay and not providing sufficient evidence of special circumstances (never providing satisfactory medical documentation)  Chronological Summary  2/24/15 discussions with [redacted] about qualifying—[redacted] stated need to be about $3700 and client replied about 5787.57—make said “may have issues” and will need to do new FA; Order form hired on 4/7/15 for $3900 OIC estimated liability of $15,000 CC did discovery on 4/17/15 Performed IRS Discovery. No current balances for EITHER taxpayer. [redacted] needs to file 2013-2014. [redacted] needs to file 2012-2014. No need for hold. Requested W-I for 12-14. Deposits declined and will pick up payments in 6/15 6/18/15 Case Admin changed from BB to LE 6/18/15 still attempting to get case docs 9/10/15 still no case docs 9/16/15 some case docs but most outdated Client complains about additional tax prep fees 10/7/15 10/27/15 CM email to clients stating OIC not necessary if [redacted]’s 2012 no liablity 12/16/15 FA being completed need additional info (income $2,099.43 CFP) Various surgeries and disability—can’t file until STD or unemployment pans out; request to file 2015 4/22/16 following up on [redacted]’s employment status; copy of 2015; new paystubs, etc. Final attempt mailed 5/4/16 5/9/16 2013-2015 and 2009-16 for [redacted] still not processed 6/16-7/12 debate with client over filed returns IRS still shows NOT filed([redacted] needs to file 09-14 and [redacted] needs to file 13-14) 7/14/16 CG reached out to clients about how long case was taking and proposed $2,950 RFAS (client extremely upset about additional fee) 7/14/16 Client refused to speak over phone and only wants to communicate via email; threatens “bad press” and states delays always on FSTA 7/15/16 detailed summary of work performed and explanation of RFAS 7/15/16 CG call to client; Client says RFAS is “extortion”; CG explained qualification and compliance 7/20/16 LHG calls client to listen to concerns; refuses RFAS 8/29/16 RFAS fee reduced to $1500 (from $2,950) and client agrees 9/6/16 request for new case docs 9/10/16 client sent case docs; LE responded with need for many more docs 9/28/16 need for still more docs communicated to client 10/26/16 email concerned about new information causing disqualification (Social Security, W-2 income, and disability); stating that belief was that [redacted] would no longer be receiving SSI; 11/25/16 LHG assumes CM role from CC and client has payment issues finally resolved 12/12/16 1/24/17 request for new case docs 2/3/17 again requested case docs 2/6/17 client sent some docs 2/16/17 client will file extension for 2016; client wants to include 2016 3/16/17 LHG extremely detailed email to client that under current income OIC will fail; will continue but telling client that risk; suggests IA for 250 month 4/6/17 client still not responded to options; 4/6/17 Client wants to wait and see if income decreases; difficulty in getting affirmative answer to proceeding with OIC filing 4/24/17 LHG approved filing OIC 4/24/17-5/1/17 client seemed confused and mailed OIC to IRS without our signatures 5/17 received OIC forms back from client (had not mailed after all) OIC submitted 5/17/17; received 6/5/17 and informed client will have tentative review date of 9/27/17 8/24/17 JC became CA 10/17/17 LHG contact with OE; client asked to provide medical documentation of conditions for special circumstances 10/17/17 client did not make 2016 extension payment; client asked to add 2016 10/18/17 OE sent tables with full-pay rejection; requested medical diagnosis by 10/25/17 10/18/17 client had stroke; agreed to add 2016 liability at NO ADDITIONAL COST; asked client for additional medical documentation 10/26/17 client sent list of all medical information/procedures and faxed to examiner; 12/18/17 appeal timely requested 3/21/18 appeal call with Ms. [redacted] 3/27/18 contacted client with explanation of why appeal denied (2016 NOT showing client filed; income too high; never received actual diagnosis from doctor) I pray you accept this offer to settle the matter.

We are deeply disappointed when any client has less than a positive experience with our services, especially a client whom we have enjoyed serving for nearly 10 years.   We respectfully disagree with the characterization of events as stated by the former client.  As a courtesy, we offer an extension estimate for clients who would like to file an extension of their federal tax return.  This is an estimate of the tax due in the event the client wishes to make a payment along with the extension to file.  The tax return is not complete at this time.  The extension estimate is limited and based on the information provided by the client at the time.  We make it a point to communicate the limitations of the estimate to the client.  Five Stone prepared the courtesy estimate at the request of the client.  Most clients appreciate this value added service and understand its limitations.   No one likes a large tax bill and we certainly empathize with that.  We've dedicated our lives to serving people and lowering their taxes.  We’re sorry to see the client go and wish them much success. [redacted]

[redacted], On Friday, 7/29, our Director of Tax reached out via telephone and email in order to discuss your request for refund and his findings of your case review, but as of this morning he has been unable to make contact. With your specific case, we were unable to reach the target resolution of an Offer in Compromise due to your financial situation. However, we did create and execute an alternative strategy to resolve the issue, which has exhausted nearly all of your initial case fee. We must reiterate that while we are unable to guarantee the outcome of a case, we can, and do, guarantee great efforts from our associates on your behalf against the IRS, and that our efforts will produce a solution to the issue. At this time we are unable to grant your request for a refund of $3000 because our time and efforts on your case utilized the entirety of your case fee. We thank you for your feedback and wish you well in your financial future.

Complaint: [redacted]
I am rejecting this response because we have a contract with this business that allows us to a refund for our representation.
Regards,
[redacted]

We are deeply disappointed when any client has less than a positive experience with our services.  Five Stone has been effectively providing IRS resolution services to thousands of satisfied clients for nearly 10 years.  Our overall customer satisfaction remains very high.  However,...

as a long term company in this industry, we are always appreciative of feedback in looking to make a good product even better.  We respectfully disagree with the characterization of events as stated by the former client.  The nature of tax resolution services requires significant back and forth between our tax professionals and the client to gather information and documents.  We rely on our clients to provide information and documents on a timely basis.  When the client is not forthcoming or responsive, or their characterizations change when documentation is provided, this can alter the course and timing of the case. We represented the client for nearly eighteen months; most client’s cases are completed within 6 months.  After eighteen months, the client requested to cancel services at which time Five Stone honored the request to cancel.  Five Stone earned the the fees paid and were well within her rights to request additional fees to continue. We wish the client’s much success, [redacted]

The Revdex.comCentral, Coastal, Southwest Texas and the Permian BasinRE: Complaint ID#[redacted] To Whom It May Concern, Thank you for notifying Five Stone Tax Advisers of a consumer complaint from [redacted]. I appreciate the opportunity to address the...

issues raised by the client. In an effort to resolve the dispute with Roman and Kyah [redacted], Five Stone offered to refund the full $900.00 for our tax-preparation services plus an additional $250.00 for theirtime.  At our scheduled meeting on August 7, 2015 to present the refund, Mr. [redacted] refused to accept our check in the amount of $1,150 and demanded either a cash payment or someone toaccompany him to the bank to cash the check. After explaining that Five Stone only issues refunds by check, Mr. [redacted] became angry and left without the payment.Five Stone has attempted to rectify the situation for Mr. and Ms. [redacted]. Their desired settlement according to their complaint is a full refund, which is what we haveoffered (plus an additional $250.00) and been denied.While we maintain that the allegations raised in the complaint are without merit, we forgo a rebuttal to each item in an effort to protect the complainant from potential issues withauthorities, as we have filed a police report based on the nature of communication with Mr. [redacted].I hope this information clearly conveys that Five Stone has gone the extra mile to serve our clients, and I’m happy to answer any additional questions you may have.Sincerely, [redacted]Founder & CEO