Jones, Cochenour &

We are in receipt of your letter dated June 13, and appreciate the opportunity to respond to our client’s complaint.? First and foremost, it is our policy to respond to any client concern in an immediate and good faith fashion.? We do apologize if our client felt those criteria were not met.? In reviewing the complaint, we would like to offer clarification:? ? ? ? ? ? ? ? ? ? ? ? ? ? On April 16, [redacted] did call the office to check the status of returns, whereby? ? ? ? ? ? ? ? ? ? ? ? ? he was advised that they had been electronically filed and that remittance due would be? ? ? ? ? ? ? ? ? ? ? ? ? direct debited from the JP Morgan Chase account.? At which time, [redacted] offered that ? ? ? ? ? ? ? ? ? ? ? ? ? he thought the account had been closed.? ? ? ? ? ? ? ? ? ? ? ? ? ? He spoke to his tax preparer to discuss the returns and to ask the repercussions of a direct ? ? ? ? ? ? ? ? ? ? ? ? ? debit against an account that had been closedWe offered advice at that time to:Please confirm that the account is open/closed.If open, no problemThe direct debit will be sufficient.If the account is closed, the payment will be rejected and considered latePayment must be submitted via check a [redacted] with a voucher.? We always offer to email vouchers to our clients as it is the fastest way to receive themIt is their choice if they want to utilize email or pick them up.? We can surmise from this that [redacted] must not have clearly understood our explanation and we regret we were not more intuitiveWe certainly would not advise that both methods of payment be met.? At what point did our client realize their account was indeed active? This seems to be a quick and easily answered question leading to the realization that no payment via check would be needed.Obviously, this did not happen.? They state in their complaint they discovered the direct debit occurred on 4/17/18.? On 4/28/18, the checks cleared the bank.? There was sufficient time between the dates when the payment came out automatically and when the checks cleared the bank to allow our client to call the bank and request stop payment on the checks.? We would have gladly reimbursed any bank fees assessed.? Once the client advised us the direct debit had gone through as well as the submitted payment, we did begin the process of contacting the IRS for resolutionThe letter to the IRS was submitted as quickly as possible.? As to the other issues, our initial meeting with the client was April 4, at which time various questions are addressed, supporting documentation is requested, prior year tax returns are requested, etc.? to help us to prepare a true and accurate return? ? If we were not thorough in this process, we offer our apologies once again.This experience is not a true representation of our firmWe take all complaints under advisement and continually modify our procedures, as we will do hereWe would like to offer the following to our client as a gesture of good will and propose their next experience with us be a positive one.We would ask that the client evaluate the service we provided and to let us know what amount they feel is appropriate to pay and we will accept that as payment in full.Should you need anything further, please let me know.Sincerely,? Brian L***, CEO? JC & CompanyCertified Public Accountants? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

Unfortunately, this doesn't end well. Ultimately a service was provided. I understand that an error occurred and we are sorry that this happenedWe have tried to remedy the situation on all fronts as best we couldWe feel that this is an isolated incident and since we are human, unfortunately, sometimes our people make mistakes.I do however, feel that it is unreasonable to ask for the full amount to be returned and we will refund $for your troubles. Sincerely, Brian D***, CEOJC & Company

I am rejecting this response because I feel that a $"for our troubles" is an insult to the fact that we are still waiting to receive our over payment of more than $6,from the IRS. We have had to postpone a family vacation as well as a needed repair to our home. At the minimum we should receive half of what we paid. If they agree to a $refund I will agree to close this matter
Regards,
*** ***

I do hope that MrBrian L*** receives this response because he is being lied to by his work associate, MrKevin H***. We are rejecting this response because MrH*** "clarification" statement is a lie. Mr*** has made up a story to cover up his neglect in handling the filing of our taxes. My husband and I have read the response and we are so disappointed that Mr*** lied about the conversation that took place on 4/16. *** called the office and talked to a female associate asking if they had everything they needed to fill our taxes. The female associate stated everything is all set and that we have filled your taxes electronically. My husband then said that I don't remember giving you a cancelled check so that you could use our checking account to pay our taxes owed. The female associate then told *** that she would have look into this and that she would call him back. She called him back about minutes later where she said that we did file your taxes, but since we did not have your checking account information, *** would have to come to their office to pickup the payment vouchers that had to be included with our checks to mail in for taxes owed. At no time during these two conversations or even when *** was in their office picking up the payment vouchers was anything discussed about the possibility of the use of a "closed account". It is a complete lie when Kevin states the following clarification statemtn: On April 16, ***
did call the office to check the status of returns, whereby he was advised that
they had been electronically filed and that remittance due would be direct
debited from the JP Morgan Chase account. At which time, ***
offered that he thought the account had been closed. He spoke to his
tax preparer to discuss the returns and to ask the repercussions of a direct debit
against an account that had been closed.
We offered advice at that time to: Please confirm that the account
is open/closedIf open, no problemThe direct debit will be sufficient
If the account is closed, the payment will be rejected and considered
latePayment must be submitted via check a*** with a voucher
We have been filing our taxes electronically for the past years in Ohio and have used the same checking account for the past years. Mr*** never admits how he obtained our checking account information in the first place. *** had not given him any of this information during the consultation process other than tax documents from JPMorgan Chase for our mortgage. We had provided our tax documents to Kevin *** because he wanted to review our past tax documents to ensure everything was done correctly last year. In these documents we discovered that there is a form that lists our checking account number and this is the only way Mr*** would have gained access to the so called "closed account". On 4/we began doing our own investigation to try to understand all the separate transactions of funds being taken out of our checking for taxes owed. At this time we did discover that one was a direct debit and one was the processing of our two checks. We did not know on 4/that the funds being taken out of our account was a direct debit. We thought it was our checks being cashed because we were told by the female associate on 4/that they did not have our account information so why would we think differently. On 5/Mr*** states in an email to *** that he would send a letter to the IRS explaining that we have over paid and that he would also send us a copy of the letter. After emailing Mr*** on 5/asking for a copy of the letter that he was supposed to send to us on 5/and after reading the letter did we understand that they did have & used our checking account information when filling our taxes. He states in the letter that "the bank account information used for auto debit was thought to be a closed account". This was the very first time we were able to put all the pieces together. Mr*** used an old document that had our checking account information to fill out taxes and for some reason he didn't remember doing this when we called on 4/to verify everything was completed and processed for the filling of our taxes. The fact that Mr*** continues to lie, make excuses and now is trying cover his tracks for the mishandling of our account, we request a full refund of monies paid. As of today we are still waiting on our over payment of over $6,000.Please let Mr*** know that we will be happy to send him copies of all email correspondence with Mr*** where he continued to make excuses for his mistakes and his lack of timely response to our inquires.
Regards,
*** *** *** ***

We are in receipt of your letter dated June 13, and appreciate the opportunity to respond to our client’s complaint.? First and foremost, it is our policy to respond to any client concern in an immediate and good faith fashion.? We do apologize if our client felt those criteria were
not met.? In reviewing the complaint, we would like to offer clarification:? ? ? ? ? ? ? ? ? ? ? ? ? ? On April 16, *** did call the office to check the status of returns, whereby? ? ? ? ? ? ? ? ? ? ? ? ? he was advised that they had been electronically filed and that remittance due would be? ? ? ? ? ? ? ? ? ? ? ? ? direct debited from the JP Morgan Chase account.? At which time, *** offered that ? ? ? ? ? ? ? ? ? ? ? ? ? he thought the account had been closed.? ? ? ? ? ? ? ? ? ? ? ? ? ? He spoke to his tax preparer to discuss the returns and to ask the repercussions of a direct ? ? ? ? ? ? ? ? ? ? ? ? ? debit against an account that had been closedWe offered advice at that time to:Please confirm that the account is open/closed.If open, no problemThe direct debit will be sufficient.If the account is closed, the payment will be rejected and considered latePayment must be submitted via check a*** with a voucher.? We always offer to email vouchers to our clients as it is the fastest way to receive themIt is their choice if they want to utilize email or pick them up.? We can surmise from this that *** must not have clearly understood our explanation and we regret we were not more intuitiveWe certainly would not advise that both methods of payment be met.? At what point did our client realize their account was indeed active? This seems to be a quick and easily answered question leading to the realization that no payment via check would be needed.Obviously, this did not happen.? They state in their complaint they discovered the direct debit occurred on 4/17/18.? On 4/28/18, the checks cleared the bank.? There was sufficient time between the dates when the payment came out automatically and when the checks cleared the bank to allow our client to call the bank and request stop payment on the checks.? We would have gladly reimbursed any bank fees assessed.? Once the client advised us the direct debit had gone through as well as the submitted payment, we did begin the process of contacting the IRS for resolutionThe letter to the IRS was submitted as quickly as possible.? As to the other issues, our initial meeting with the client was April 4, at which time various questions are addressed, supporting documentation is requested, prior year tax returns are requested, etc.? to help us to prepare a true and accurate return? ? If we were not thorough in this process, we offer our apologies once again.This experience is not a true representation of our firmWe take all complaints under advisement and continually modify our procedures, as we will do hereWe would like to offer the following to our client as a gesture of good will and propose their next experience with us be a positive one.We would ask that the client evaluate the service we provided and to let us know what amount they feel is appropriate to pay and we will accept that as payment in full.Should you need anything further, please let me know.Sincerely,? Brian L***, CEO? JC & CompanyCertified Public Accountants? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?