Liberty Tax Service

Excellent work completed in the time frame promised

We have completed an analysis of your energy savings from October to September This analysis compares your total kilowatt hours purchased from your utility company. In the analysis, we compare the total number of kilowatts purchased between the two years
to calculate the total savings between those periods. I have attached a copy of the completed analysis for your review. As you can see, the months of June and July of report a huge increase in kilowatt hours. We have no explanation for this increase and would appreciate any information that you may have on any extraordinary activity or problems that may have occurred in those two months. Even with those two months included in the analysis, you still were able to achieve a 20.35% decrease in the number of kilowatt hours between the two years. If we were to exclude those two extreme months from the analysis, you would have achieved a 27.00% decrease in your overall energy consumption. In our experience, unusual variances in a limited number of summer months may be the result of some issue with your a/c system. If you haven’t had your air conditioning system serviced for some time, we would suggest that you contact your regular air conditioning company and have them come and service the unit to ensure that it is operating properlyMost manufacturers recommend that you have your air conditioner or heat pump serviced every six months to ensure that it operates at peak efficiency. We also reviewed your production from your solar panels and determined that you are operating above the manufacturer’s guaranteed production levels as well as being above the ** ** *** ** *** estimates for production from a system such as yours located in Southwestern Arizona.Based on these factors, it is apparent that your solar system is operating efficiently and is performing properlyI would again recommend that you have your air conditioner serviced if it hasn’t been serviced in the last six to twelve months. If you can think of any other factor that might explain the unusual variances during the months of June and July, I would appreciate your commentsUnusual hot weather or significant dust storms could account for these adverse variances. Your insights might be helpful as we review other clients in the Yuma area

March 6, 2017To Whom It May Concern: clo *** ***This is in response to issue # ***I acknowledge that there was an issue with this tax returnThis return was filed in January and was accepted by the IRS and the state of PAThe IRS released the federal refund on February the 23rd which is the day that most refunds were releasedThere was no hold din itHowever, the state of PA had questions and once we realized this we did fix the mistake with the state by faxing in an amended returnThis amended form showed then getting back more money that originally,When the clients came into fix the PA return, we offered them of their fees backThey accepted thisAt this time, we did not know of this complaint and did not know that she wanted halfbackWhen they left our office we had no idea that there was a complaint filedAfter receiving the complaint we responded with the outcomeThey never gave any indication that they wanted more moneyWith that being said, I do not have a problem giving them an additional back on their feesI will call them today and let them know thatThey could have contacted us directly with their concernsI always try to satisfy my customer's expectations.Liberty Tax Service,Tara T***Office Manager

I am writing in response to a complaint that was filed against us by *** *** ***, complaint # *** My name is *** *** and I am the general manager for the *** *** location owned by *** *** and where the complaint was sent I spoke with Mr***
yesterday after receiving the letter from you and wanted to respond promptly. We do admit unfortunately there was a mistake on his return We did fix our mistake and as per our written guarantees, Mr*** was reimbursed his fees that he paid, plus penalties and interest he received The amount of tax he owes is out of our control and not covered in our written guarantee Our preparers have to pass a basic knowledge level test in order to work for Liberty They have opportunity to grow as the tax year progresses and we encourage continually training our staff This was a simple mistake that could of happened to any preparer regardless of how seasoned they are We apologize for any inconvenience that Mr*** has incurred and welcome him back next year Please let me know if there is anything else we can do to resolve this matter

Thank you for sending this complaint so promptly.? I am sorry that the Raymond *** ** feels this way.? I have a signed document (that he signed on 2/12/16) where he was told his refund amounts? for Federal and State and all the fees broken out by tax preparation fees, bank fees
associated with his tax return.? This also shows that he agreed to getting the $cash instead of a discount for his return.? His return cost is higher than an individual return due to his filing his *** *** ***.? Filing a business return and your individual return is more expensive than an individual mainly because it is like filing returns instead of return.? This tax preparation fee is also deductible against his business.? The cost of the tax preparation is based on the tax forms required to file his return not on what his refund or amount due would be.? Each form has a cost associated with it and the total price is rolled up once our tax preparer has completed the return.? And yes, we do give out $cash during that promotion time, with restrictions.? I will have someone call him to see if we can make him happier with the choices that he agreed to, we want all of our customers to be happy doing business with us

June 14, 2017 To Whom It May Concern: I am writing to dispute complaint ID number [redacted], filed by Dr. [redacted].  Dapper Codes values our reputation in the community and I wanted to take this opportunity to address Dr. [redacted]’s accusations and explain why they have no merit.  Firstly,...

Dr. [redacted] claims that we failed to provide the agreed upon service.  Dr. [redacted] signed a contract with us agreeing to have us perform Facebook Ad Services on an ongoing basis.  Essentially, Dr. [redacted] was to pay the agreed on fee on the 15th of each month that he wanted service, and we would provide services from the 15th of that month until the 15th of the next month.  Dr. [redacted] did pay the first monthly fee on the 26th of March for us to begin service on the 15th of April.  In good faith we began work on April 1st, fourteen days earlier than scheduled for no additional fee. We continued to provide services until May 22nd, although Dr. [redacted] did not respond to our requests for the next month’s required installment. On May 22nd we halted service and paused the Facebook Ad that was running.  Our services for Dr. [redacted] included running ads that were created by us and approved by him, as well as monitoring the success of those ads.  We provided Dr. [redacted] with a report documenting the status of the ad campaign and on the 19th of May Dr. [redacted] did dispute the documented success of the ads by attributing the sales that were reported to a webinar that he performed.  Since we were not aware of the webinar at the time it was presented we agreed that we would have to look into how things were being tracked. At that time we asked to speak with Dr. [redacted]’s IT person to figure out exactly what the issue was, and stated that we would pause the ads until such time to avoid any detrimental effect from running unmonitored ads.  Dr. [redacted] responded with one email stating he did not want the ads to be paused, and this was after the ad had already been paused. We responded by informing Dr. [redacted] exactly how unmonitored ads could be detrimental to his business.  At this time we were working without being paid, as Dr. [redacted] was seven days late on payment and had not addressed when, if at all, he would pay for the next month’s service.  Dr. [redacted] had full access to his accounts and could have unpaused the ads himself, but requested that we do it, without offering to pay us for our services.  We made no unauthorized decisions or purchases on Dr. [redacted]’s behalf.  We ran ads that he authorized on a Facebook account that he granted us access to.  At no point did Dapper Codes spend any money for purchases on Dr. [redacted]’s behalf, except those that were explicitly authorized by Dr. [redacted] himself.  To say otherwise is a serious allegation and completely inaccurate.  Dr. [redacted] seems to be unhappy that an ad campaign resulted in a minimum of one sale over the course of a month.  Ad campaigns aren’t always successful, especially when ran over such a short period of time, and we are upfront about that by, for instance, placing language in our contract informing a client of that.  With that being said, I feel that this campaign was successful.  The goal of Facebook Ad campaigns, including this one, is to generate “opt-ins,” not necessarily to generate sales.  This campaign did generate many opt-ins.  Regretfully there was an issue with tracking the success of the campaign, but that was due to Dr. [redacted]’s development team improperly setting tracking up.  This could result in errors in the reports we generated.  However, those errors could not have been detected by us until we had a conversation with Dr. [redacted] and his development team to determine the existence and cause of the error.  If Dr. [redacted] wanted to continue services and pay us for those services we would have been able to direct the development team to fix their errors, making our reports more accurate.  Dr. [redacted] is not entitled to a refund.  We provided the services Dr. [redacted] paid for, as well as almost a full month of additional services for free. We explained the unpredictable nature of results of a Facebook advertising campaign adequately.  As for Dr. [redacted]’s claim regarding Dapper Codes qualifications for performing the services we perform, I will let our otherwise stellar reputation speak for itself.  In fact, Dr. [redacted] himself found us qualified, as he used our services in a previous campaign a few months prior to this most recent campaign. Sincerely,   [redacted] Dapper Codes, LLC

T[redacted]k you for your letter of 2/5/identifying a customer complaint, ID # [redacted]
""> The customer appears to have several issues, mostly centering on the cost of our service versus her expectations. We pride ourselves on getting each taxpayer the maximum refund allowable for the most reasonable cost We train our employees to not give quotes on the phone; in fact, we tend not to give quotes in person until the tax return is completed. This is because our costs – beyond initial Federal and State unit return costs and a small charge for input forms – are based on the numbers and types of other forms and worksheets that we generate, use, and submit. We don't know for certain which detail forms we may be using and which credits may be properly available to a client until we are entering the client's data. This data includes (among other factors) filing status, number of dependents, total amount of income from all sources, and eligibility for creditsFor example, a taxpayer filing single with one Wand no dependents may not need any additional forms to be filed with the IRS or worksheets entered into our system. In that case, the charge would likely be about $this year, slightly more t[redacted] the amount that this client says she imagined her tax prep might cost. However, if a taxpayer can get a better refund by submitting other forms, providing more input, and getting more tax credits, then we do that for them, as per the tax codesIn the case of the tax return for Ms[redacted], we added several other forms, causing the amount of her potential refunds to be tripled, to over $6000. The multiple Earned Income Credit forms are the most costly of these; they can provide a lot of revenue for taxpayers with lower income. They also require a great deal of due diligence, documentation, and financial risk – for the preparer, for the specific tax office, and for Liberty Tax Services. Other forms generated for Ms[redacted] included Credit for [redacted] Accounts, and [redacted] Tax CreditWe filed these forms for her at our standard price, which she agreed to. She reviewed and signed documents outlining the costs involved. If Ms[redacted] now prefers that we had not filed these forms, we can file amendments for her to revise her returns (CT and Federal). In that case, as a courtesy settlement to her, we can refund the cost difference (almost $300), less out cost for the amendments (about $149). She will need to provide postage and she will owe the government over $from the refunds we were able to get for her. CT DRS and the IRS each will expect a check for the amount due to accompany the amendment when it is mailed. This is a costly solution – for us and for the client. Comparing our costs with those at local Liberty offices, we have generally found ours to be lower; e.ga similar return from a nearby town last year, when all costs were lower, was $698. We charged Ms[redacted] $530. Checking Liberty Tax Service's costs with those of our competitors, we consistently find Liberty's to be lower for comparable services (in many cases, our services are also superior). Since our prices are usually the lowest and we avoid giving quotes, we can't know what person or company might have gotten a call from her co-worker or what information might have been exc[redacted]ged. If we gave quotes, the amount would not be $The delightful seven-year-old who occasionally plays here while waiting for a ride to her regular playdate does not work here from any perspective. Perhaps the child's helpful attitude, desire to fit in, and knowledge of this location gave the impression that she was an employee of some sortIf our tax preparer seemed to be "argumentative", we apologize; we strive to maintain an equitable and professional atmosphere in our dealings with all people. We have no desire to argue We find that our clients are genuine fans of the services we provide, and of the lower prices that we charge. Tax preparers don't usually want to argue with anyone, especially with a client during tax season. We are willing to try to help people understand the costs involved in doing taxes and the value that we provide – in year-round support, accurate tax preparation, and maximum refunds. We have already completed and submitted the tax return for this client, at an agrecost. There is no process to reverse a return once it has been submitted, but we can submit an amendment, as outlined earlier. Any settlement of any kind will also need to reverse the $cash that Ms[redacted] collected from us when we she was here to do her taxes. This corporate incentive was conditional upon payment for servicesI hope this letter has clarified the situation somewhat. Please contact us if you have further questions. Zahid K[redacted] Owner, Manchester Liberty Tax Services

To Whom It May Concern: This letter will serve as Dapper Codes final response to Dr. [redacted]’s complaint ID #[redacted], which seems to now have expanded to further irrelevant claims of Dapper structure and employee status. He seems to use the company website as proof of this.  Firstly, Dr. [redacted] didn’t become a client through our website, we were referred to him through another client, so any claim that he does not know our address because it is not on the website is not compatible with how he came to be a client, and furthermore it is baseless as he signed a contract for services that clearly shows our mailing address.  Secondly, Dapper Codes, in fact, does supply our address on invoices and other documents, and we supplied it to Dr. [redacted] (he knew to contact the South Carolina Revdex.com).  Additionally, I am sure he is aware that we have two full-time employees as well as a network of trusted subcontractors that we work with as necessary, and I know this because I have had discussions with him about how we work, though again that distinction is irrelevant to his claim and only being brought to the table to draw attention away from his initial claims which have been responded to thoroughly in our pervious communication.    Next, I would like to address Dr. [redacted]’s complaint that we do not timely answer emails because I have an auto-responder setup with no telephone number.  It is true that he received an auto response when he tried to contact me on June 13, 2017 after 6:00PM and that the auto response did not contain a phone number.  Dr. [redacted] does have a contact number for Dapper Codes, and it is listed in the signature line of response emails to clients.  On June 13, 2017 Dr. [redacted] was not a client of Dapper Codes. It is not unreasonable that no one at Dapper Codes responded immediately to Dr. [redacted]’s message that was received after 6:00PM.  During the time Dr. [redacted] was a client we responded within a reasonable amount of time to any email inquiry sent by Dr. [redacted].  Next, I will address Dr. [redacted]’s claim that Dapper Codes, and I, in particular, am attempting to avoid blame.  Dr. [redacted] uses our website to show that we hold ourselves out to be experts at sales funneling.  What Dr. [redacted] fails to state is that those were not the services we agreed upon, or that Dr. [redacted] agreed to pay for.  I have addressed this in a previous correspondence, but I want to note that the things that Dr. [redacted] is complaining about appear to be things his IT team setup improperly.  It is also very important to note that we would have been happy to help his team address this issue to move forward, however, his lack of payment due with respect to his contract with us, and his removing us from his account after we asked for update on payment has rendered us unable to help him, though we worked almost a full month without payment to help Dr. [redacted] to our fullest capacity. Finally, I want to address Dr. [redacted]’s claim that the ad campaign was a complete failure. Firstly, we are completely up front with all clients that we cannot guarantee the success of a campaign and that clients are paying for the service even if the ad doesn’t work out as planned. Not only do we have conversations with our clients about this, there is language to this exact effect in the Contract for Services that Dr. [redacted] signed. This is because we put a lot of work into the service we provide and even if an ad doesn’t work out quite as planned there is value in knowing that what doesn’t work, further showing the importance of continued work on an account.  Secondly, this ad was a success.  The reach of the ad exceeded expectations, even if the reach did not necessarily translate directly to sales that month. Dr. [redacted] goes on to reiterate complaints that he has previously made, which we addressed in the previous Revdex.com correspondence, as well as other outside correspondence with the client, so I would direct you back to that previous letter.  Dr. [redacted] approved all ads that were run. Despite Dr. [redacted]’s assertions, nothing was deleted from his account. He wants us to perform free service for him because he thought he could continue running the ads we created without our help but after not paying discovered the task was over his head.  During the time Dr. [redacted] paid us to run the ad, including a period in 2016, all ads created by us ran successfully.  We cannot be responsible for Facebook disapproving an ad after our service comes to an end.  There were no negative effects from running the ad and even if, as Dr. [redacted] claims, Facebook now deems the ad to be outside of their standards, there are no negative repercussions from such a finding, one simply needs to modify the offending content and can repost the ad.  Dapper Codes makes a serious effort to accommodate all reasonable client requests.  We want to make customers happy, and we have been extraordinarily successful at doing so.  However, in this case, I believe Dr. [redacted] is being unreasonable.  He has no valid reason for requesting a refund and he will not be provided with one. I feel that the best solution in this matter is for each party to go their separate ways.  We won’t charge Dr. [redacted] for all the work we did that he did not pay for, and he can stop requesting a refund that he is not entitled to.  In the future, we will no longer be responding to any communications regarding this matter if Dr. [redacted] continues to request a refund, as continued correspondence will not serve to help resolve Dr. [redacted]’s unfair and invalid complaints. Sincerely, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The information the Westport Appliance provided you is in error. I have spoken with [redacted] numerous times and they assured me the appointment had been cancelled. They called Westport Appliance and clarified that fact. I am sure [redacted] has record of our communication and their communication to Westport Appliance. Westport Appliance keeps communicating about information on the internet and as I communicated before, I have not posted anything on any site. These accusatory statements by Westport Appliance is completely inappropriate, unethical and totally in error. If these comments exist, comments have been posted by other  individuals not satisfied with Westport Appliance service. Westport Appliance's report about change of appointment is also in error as the appointment date change was initiated by Westport Appliance. If you remember, in my original report, I stated my concerns about Westport Appliances reliability  when they cancelled and wanted to reschedule and that is why I called [redacted] and told them to cancel the appointment with Westport Appliance because I had concerns about their reliability. I did not choose Westport Appliance, [redacted] chose Westport Appliance so [redacted] called them and canceled the appointment after my call to them. As I previously stated, I called [redacted] to make sure they had canceled the appointment and they assured me they had cancelled the appointment. I also called the Westport Appliance to make sure they knew the appointment was cancelled but it was some gentleman's cell phone and his voice mail said he was not available. When I attempted to leave a message,   Westport Appliance phone said no room on  phone message (message area full and no more messages can be accepted). Thank you for your assistance with this.
Regards,
[redacted]

Client expected to receive $50  'cash in a flash' which is a promotion that is run from Jan 15-Feb 15th.  There is a poster in the office to make people aware of the promotion so that they come earlier next year.  The poster regarding this promotion states the dates as shown in the...

attachment. 
Her friend did receive the $50 'Send A Friend' referral fee as advertised.
These are two different promotions.  The Cash In a Flash promotion is restricted to the above dates and the Send A Friend promotion is year round.  The Send a Friend promotion was honored.
The refund did not chance as the client had stated, it was always the amount of $2,219 and she signed the paper work stating that this was the case before she left.
She is self-employed individual so the tax return was somewhat complicated and the price charge is on par with the national average for such returns.
As far as the 2013 taxes, she did not do them with our liberty, we are all individually owned.  We are happy to amend her 2013 to fix the issue.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted], Coronado Stone always stands behind their product and customer service is top on our list.    I am sorry that you hadsome difficulty with your order.  There is always going to be an occasion manufacturing flaw and I sorry you had to deal with that.I believe you were...

originally given a discount for your inconvenience. We have also credited your invoice and mailed a refunded.  Ihope that Coronado can be a service to you in the future.   Sincerely, [redacted]Accounting / Office ManagerPlease see attachment

I have fully answered all of the companies rebuttal and provided supporting documentation.It is now wishing the hands of the Revdex.com to intervene on a company with misleading business practices.

Reference: Complaint #[redacted]Dear Sir or Madame:This letter is in response to the above referenced complaint.Heart 0 Texas Federal Credit Union followed all rules and guidelines of the Consumer Lending Practices and Collections Practices in regards to this member. Due to the Privacy Act, we are not...

able to provide specific information.It is the Credit Union's desire to work through financial difficulties with our members professionally and respectfully. We understand circumstances in life occur and we do what we can within our legal bounds to help work with our members. Unfortunately, there does come a point when the Credit Union has done all we can to assist our member.If you have any other questions, or if we can be of any further assistance, please do not hesitate to contact us. Thank you.

Customer was provided a service and all forms, fees and information was disclosed at time of service and signatures received from customer confirming all stated information. Proper procedures, communication and documentation were provided.Due to privacy laws per the IRS and Banking Institution, we...

are not allowed to disclose customer information. Customer will receive further direct communication from the bank regarding her loan application.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Irene is making up things that never happened, she is blatantly fabricating lies.  I was never rude or out of control towards anyone at their campground....maybe she can find someone to go along with her lies, but I was never out of line at the campground, and I never yelled at her employees.This is unbelievable, I can't wait to hear what she makes up next.  I never said anything about having the right to come back to their campground once they terminated my camping privileges.  As in her 1st response, this latest response is a bunch of lies.  Irene should just give me a refund and we can go along our merry way and forget about this whole thing.  Otherwise, I am NOT A HAPPY CAMPER, and will follow whatever legal recourse is necessary to be compensated for how poorly I was treated.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   Thank you for addressing this matter.  Coronado Stone has stood by its product and with your help is now standing by its customer.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Mrs. [redacted],On behalf of our company I sincerely apologize for any miscommunication you might have received. Proper communication and customer service have always been of utmost importance as our rating with the Revdex.com shows. This matter was brought to my attention about three weeks ago. It is my...

understanding that the tile was recommended over the hearthstone due to the concern of your Children's safety. You felt that our matching hearthstone would be raised to high above the level of the floor and you didn't want the possibility of your children tripping on it. The tile was going to be a much thinner/smoother product than the hearthstone we recommend to match the stone you chose for your fireplace. We recommended a (Grey) tile to match the stone. Once you chose the tile, | wish you had taken the opportunity while waiting for the install to bring it into our showroom to make sure that it matched the stone you had chosen. As your Sales Representative and I explained, there are vast amounts of grey tones in the color spectrum to choose from. The stone that was provided by my company has been looked at by three individuals, myself included, and it is the correct Color. Again, I apologize that you are unhappy with the tile color and understand that you want to replace it with a shade of grey that will go better with the stone. As a company we try to take care of our customers in a professional manner and feel that we did handle this job in that way. But we do want our customers to be completely satisfied so we will contact you and schedule one of our installers to remove and replace the bottom two rolls of stone so that you can have the tile replaced by the company that you used to install the tile. We will wave the additional labor and travel fee for our installer and will pick up payment of the initial invoice at the time of service.Sincerely,[redacted]Executive Vice President

July 12, 2017Dear [redacted]:I am writing in response to complaint ID [redacted]. The client has cashed the check issued to them in the amount of $38.37 on July 11, 2017. I informed the client of our Accuracy Guarantee by telephone and in a letter dated June 28, 2017 with a check enclosed in the amount of $38.37 to cover the interest and penalties of $18.37. The additional $20.00 was to cover additional penalties beyond the amount that the Accuracy Guarantee covers.The client was not told that I would not pay for the error. They were told that I would not pay their tax liability owed by them.Sincerely,Bonnie H[redacted] Co-owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  However, in response to [redacted]'s reply, I feel it important to let him know that he has been misled.  Though the problem was brought to his attention 3 weeks ago (as stated), because I finally called to speak with a manager, this has been an issue we attempted to have resolved through our salesperson, [redacted], since May 12, 2016 (7 weeks).  Within that time we were left waiting for call backs which we never received.  I was the one left to follow up, and in lieu of no response or interest in my concern from Coronado Stone, Inc., was left to handle this through The Revdex.com.  [redacted] states that the stone provided was looked at by three individuals for Coronado, including himself, yet when we asked to have someone other than [redacted] come out to inspect the work no one took us up on the request.  I asked [redacted] personally to do so.  As our salesperson was unable to obtain the sample we requested several times, my wife and I were left to visit the Coronado showroom and take pictures and pick up the Coronado brochure, in order to match tile to the stone color, which we did based on pictures from their showroom display, along with pictures in the brochure.  There were no disclaimers about variance in colors, and it was never stated to us that the greystone we ordered would primarily be tan, until after the installation. If someone from Coronado, aside from [redacted], would have taken the time to come out to inspect the work, they would have seen that our fireplace is in fact much more tan than grey.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]