Liberty Tax Services

Hello Johana, Thank you for your letter received.  This is in reference to ID [redacted].  What Ms. Vance has described is 100% false, she is lying.   We offer a tuition free tax school with a small fee for books.  This is on all signage and documenation used nationwide by Liberty...

Tax Service along with being verbally communicated to each person that after taking the class then a person can apply for employment, and that soley taking the class does not guarentee employment.   The class started on time. Classes were completely separate.  We are a large 2,500 hundred square foot office that often runs multiple classes, separate and distinct and have never in all my years with Liberty ever received one complaint about any interference between classes simply because there is no interference between classes. All other students have had a fantastic experience and many are doing great, being brought on with us, etc.  Our office is kept in pristine shape, clean and spotless which we believe reflects our professionalism and team atmosphere.   As far as the staff and instructors we do annoynmous feedback from students about each instructor.  Our instructors get stellar reviews and the highest ratings possible in virtually every category.  Again, these are anonymous and we appreciate all feedback and positive criticism, however due to the level of training and professionalism we require at our office we are fortunate to have what I consider the best staff possible.   As far as pay she was written a check from the office for time worked, she did not assist in signing or helping sign anyone up for any health insurance policies.  She had been told the check would be mailed to her at which point it was immeidately.   The only thing that she said that was accurate was she registered for class and bought the books; she then showed up for some classes and was almost removed from class/office previously due to showing late and her attitude.  She is banned from our office for these reasons.  If you have any questions feel free to contact me directly, my contact info is below, thank you.  Will S[redacted] Liberty Tax Service Franchise Owner Office: 336.774.9999 Cell: 828.455.4887 Office located Across from Hanes Mall  In the Toys R Us/ Marshalls' Shopping Center 3212 Silas Creek Parkway Winston Salem, NC 27103

Due to the surge in identity theft and fraud, it is our policy to not discuss client situations with any third parties other than the client and the IRS. However, I personally believe in transparency and communication within my business. I want to hear from our customers - everything. In each...

Liberty Tax office we own we have large signs with my name, phone number and email address. At each tax preparation desk we also have my name, phone number and email address. On all of our answer machines, customers and prospects are instructed to contact me on my personal cell phone with any questions, comments or concerns. [redacted] Franchisee, Liberty Tax Service ###-###-#### [redacted]

company contacted the Revdex.com and informed us that the customer has been refunded.

I am rejecting this response because: We have been calling them with no response. If that were the case why didn't he phone us to resolve the issue? Plain and simple he's a liar and fails to take responsibility for his employees actions. At this point all we want is justice to be serve nothing more. We put numerous complaints in and have spoken to him before without him fixing the problem so what is he talking about? We plan on continuing this with our documents until he correct the wrong that has been done to us. We won't go away so his best bet is to deal with us before a lawsuit and the public learns about our story. The IRS already is made aware about this. The Attorney General is next then the public before my attorney gets involve. It's his choice settle this now with us or ignore us like we don't exist. All I want is for my daughter and me to be treated fairly and you won't have to hear from us again.

[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:
Revdex.com ID [redacted]
This is my rejection to Liberty Tax's response.
I would like to address the fact that [redacted] acknowledged that Liberty Tax did make changes to my original filing. Liberty Tax claims that by filing electronically I gave consent for them to make any changes. However, I did not give any such permissions. No documents have been produced that indicate such permissions were given. My taxes were to be filed as signed. I was never contacted about any changes needing to be made, positive or negative. Liberty Tax denies this claim but has provided no information about the associate, date, time, or phone number that was contacted regarding these changes. I have asked more than once for that information and have been told "I don't know" by more than one associate including [redacted] and [redacted].
Per [redacted]'s response I have included a copy of the "Our Written Guarantee" 
Numerous portions of this guarantee have not been honored as written. This document has also been provided with my charge dispute since it clearly states they have a 100% guarantee. This guarantee also clearly states they will provide copies free of charge at any time.
[redacted], the store manager of the Silver Spring location, refused to provide copies of this return until after the police were involved on April 4th, 2014. [redacted] was not very cooperative when police tried to obtain these documents that officers had to ask a minimum of 3 times for her to produce them before they were handed over. The signed document provided to police was the original document that was NOT filed with the IRS or State of MD, the figures do not match what these agencies have recorded as filed by me. These signed documents have also been provided to 3rd parties without my permission by [redacted] when I made a charge dispute regarding the "Our Written Guarantee" part of the contract. The charge claim does NOT state they forged my signature. It states they did not honor the guarantee.
I want it to clearly be known that I have NEVER threatened anyone, including anyone at this business. There is record that I was treated by EMT on April 4th, 2014 due to an injury that I incurred by [redacted] attempting to take my cell phone from me at the [redacted] office. 911 phone records can also be used to verify this information. From the 1st phone call with [redacted] she made a derogatory gay comment that she refused to apologize for. [redacted] went out of her way to continue problems with me on April 4th, 2014 by traveling to the [redacted] office with her minor daughter when I was there trying to obtain my 2013 tax records that she personally refused to provide. The only reason I stayed at the [redacted] office was because [redacted] told 911 that I was a threat to her life and her daughter's life before admitting she injured me by attempting to take my cell phone.
When police refused to arrest me or tell me I could no longer call the business [redacted] was upset. [redacted] has continued inciting problems with me by involving the police and falsely getting them to issue 2 warrants for my arrest. According to all employees employed at the [redacted] office on April 5th, 2014 Lorenzo was the manager of the [redacted] office, not [redacted] as she informed police. When speaking with Lorenzo on April 5th, 2014 he made an extortion attempt by claiming they would refund my tax fees if I would allow them to falsely file an amendment filing my taxes as signed on March 28th, 2014. I refused since they claimed this to be the correct filing and to file an amendment I knew was wrong would be breaking the law.  
[redacted] claims I am denied a refund of my tax fees due to my own fault because no error was made. Yet, [redacted] acknowledged changes were made. If there were no errors with the original filing why were changes made? [redacted] also claims they provided excellent customer service. I strongly disagree. [redacted] is not in the medical field and should not be commenting on something believed to be a medical condition that does not exist. I do have a problem with this business. I have attempted to resolve the matter only to be harassed by their staff. In my opinion this is turning into a hate crime.
Thank you,
[redacted]

February 17, 2015Thank you for contacting me of the complaint that you have received about my business. On January 29, 2015 I filed an Income Tax Return for a client [redacted]. I have explained to her that my tax preparation fees are based...

on the tax forms and the fees were $508.00. She asked questions about the fees and I have presented to her step by step all tax forms that were needed for her return to be completed. She signed the return and I have transmitted it to IRS.
I am surprised of her complaint and I enclose with this letter a copy of tax forms that I have filed for [redacted]. Unfortunately I will not be able to refund to her any part of the fees.
Sincerely,Kokou L

Dear [redacted]
This letter is in response to your letter of April 2, 2014, ID of...

[redacted]. The client came to our office
on April 1,2014, to review and sign his income tax return. At that time, the client was informed of their
tax liability and paid for their tax preparation fees. As is policy for our office, after finishing the client’s
return, it was double checked and an error was found in the reporting of their tier 1 Medicare tax which
resulted in an increase of his tax liability to the IRS. We called the client on April 1, 2014, and informed
them of the change and of the new tax liability. We also informed the client that his tax preparation
fees would be refunded to them. The tax preparation fees were refunded in full on April 2,2014. As per
the clients request, a voucher was mailed to the client for the difference owed to the IRS as well and the
clients new copies and a gift vouch for a free income tax return for 2014.
As always, we strive for accuracy but when an occasional error is made? we do our best to make the
customer whole. Returning the customers filing fees and paying any penalty due to the error is our
policy, however because the error was corrected before it was filed with the IRS no penalty was
assessed.
Thank you for your attention in this matter. If you have any further question please call me at [redacted]
Sincerely,
[redacted]

Hello Johana, Thank you for your letter received.  This is in reference to ID [redacted].  What Ms. Vance has...

described is 100% false, she is lying.   We offer a tuition free tax school with a small fee for books.  This is on all signage and documenation used nationwide by Liberty Tax Service along with being verbally communicated to each person that after taking the class then a person can apply for employment, and that soley taking the class does not guarentee employment.   The class started on time. Classes were completely separate.  We are a large 2,500 hundred square foot office that often runs multiple classes, separate and distinct and have never in all my years with Liberty ever received one complaint about any interference between classes simply because there is no interference between classes. All other students have had a fantastic experience and many are doing great, being brought on with us, etc.  Our office is kept in pristine shape, clean and spotless which we believe reflects our professionalism and team atmosphere.   As far as the staff and instructors we do annoynmous feedback from students about each instructor.  Our instructors get stellar reviews and the highest ratings possible in virtually every category.  Again, these are anonymous and we appreciate all feedback and positive criticism, however due to the level of training and professionalism we require at our office we are fortunate to have what I consider the best staff possible.   As far as pay she was written a check from the office for time worked, she did not assist in signing or helping sign anyone up for any health insurance policies.  She had been told the check would be mailed to her at which point it was immeidately.   The only thing that she said that was accurate was she registered for class and bought the books; she then showed up for some classes and was almost removed from class/office previously due to showing late and her attitude.  She is banned from our office for these reasons.  If you have any questions feel free to contact me directly, my contact info is below, thank you.  Will S[redacted] Liberty Tax Service Franchise Owner Office: 336.774.9999 Cell: 828.455.4887 Office located Across from Hanes Mall  In the Toys R Us/ Marshalls' Shopping Center 3212 Silas Creek Parkway Winston Salem, NC 27103

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11120206, and find that this resolution would be satisfactory to me.  I will wait for the business to...

perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I originally contacted the Lake Wales branch in 2015. I had them to prepare my business return, and because I referred someone, I qualified for a $50 incentive. It took me to well after the tax season, and many phone calls to the Haines City branch to finally receive the incentive. I decided to give them another chance for the 2015 season, and got burned in a different way. I took everything in well before the deadline, and they told me that they would give me a call in March. I did receive a call in March, but was told that she didn't know why she called me. I have spoken with a male and a female of the Haines City branch, and continue to get nowhere. The very last time that I spoke with the female was 5/25/16, and she told me that she would give me a call when I could go to the branch and pick up my paperwork to file it myself because the tax season is over and they cannot file it for free for me. I was expecting a $202 return, but since it is now beyond the season, they will now file what was originally a free return, for a fee of $200 (surprise, surprise). I contacted the branch office in Lakeland, and was promised a call back; I am still awaiting that call. I called the Lakeland office again today, spoke with a male who said that I must have spoken with the girl who was not in today, and was given a lot of who shot John. I have been given so many different stories from each location, until my head hurts. I would like for them to file my return at the original no cost to me, and handle the IRS's penalty fee for filing late. My paperwork was complete and in on time ... they dropped the ball on this.

Very displeased

Angelia L[redacted]

The customer's return was processed and sent to the IRS. Unfortunately, the IRS did not release his refund, which is beyond our control.

The fee charged was actually $385 and is a standard fee that is generated based on the form that was used to file. The customer would have been made aware of that at the time of filing. We will...

contact him directly to resolve any issues he has.

I was very pleased with the work that Francisco Paving Stone did at my home. He reset my paving stones on my driveway and enlarged my patio. He did a fantastic job and was very quick. Highly recommend him.

July 1, 2015This letter is in reference to the aforementioned complaint id that we recently received at our office. However, that complaint is not related to our office. The complaint references a Liberty Tax Service office off [redacted] in Washington, DC. Our address is in...

Wheaton, MD, am not sure why our office even received this complaint. Please forward this information to the correct office, whose address is on the letter as:[redacted] NE Washington, DC [redacted]We do not wish to have this complaint related or registered in any way with our office. If you need any additional information from me, please don’t hesitate to contact me at ([redacted].Thank you, 
Shannon S.
Office Manager

July 1, 2015This letter is in reference to the aforementioned complaint id that we recently received at our office. However, that complaint is not related to our office. The complaint references a Liberty Tax Service office off [redacted] in Washington, DC. Our address is in Wheaton, MD, am...

not sure why our office even received this complaint. Please forward this information to the correct office, whose address is on the letter as:[redacted] NE Washington, DC [redacted]We do not wish to have this complaint related or registered in any way with our office. If you need any additional information from me, please don’t hesitate to contact me at ([redacted].Thank you, Shannon S.Office Manager

Review: We had our taxes done at Liberty Tax. I told the gentleman who did them that I had to be entered first due to having to due the injured spouse form. He got an attitude saying that the other places who have done them in the past were lying, that I don't have to be first. He flat out refused to do as I ask. I knew it would take longer to get back due to the injured spouse form so I just wanted to get them done. I called IRS a month later and they had reported that Liberty waited close to 2 weeks to submit our taxed from the day that we had them done. We received our taxes and they were a lot lower than what we normally get with having the injured spouse form, due to him not putting me first. We lost the credit for our kids and my earned income credit due to him putting my husband first. I was in touch with the manager named Lori and explained the situation to her. She said that we aren't the first ones to complain about him and that she would talk to her manager and get me a refund for the amount we paid to have our taxes done, 500.00. It has been a month since I have spoken with her, because they will not answer their phone or return my calls. We has to file an amendment form with the IRS and when I contacted the IRS about it, it wasn't submitted for close to 3 weeks after I went to liberty tax and signed for it. This is absolutely ridiculous!Desired Settlement: I think we are entitled to what we paid to have our taxes done and the amount that we lost due to our taxes not being done right.

Business

Response:

July 14, 2016Revdex.comAttn: [redacted]RE: Response to Complaint ID -[redacted]Dear Ms. [redacted]:We are writing in response to the Complaint filed by [redacted] (Customer) on 06/07/2016. Please review the following:The Customer came to our office on 01/29/2016 to complete their Federal, State, and Local Income Tax returns. Customer alerted the tax preparer that they must file an Injured Spouse form with their return because of past due obligations of the Primary Taxpayer of which the Spouse is not responsible. The Customer had filed this special form in previous tax returns, so she knew processing would take 8-12 weeks time. The income tax returns were completed and signed on the same day they came to our office.Customer states that the tax preparer refused to enter her as the Primary Taxpayer. We do acknowledge that the tax preparer should have obliged by the taxpayer's request. However, this would not have affected the amount of refund with the Injured Spouse form.Customer states that the Internal Revenue Service had reported that our office waited close to two weeks to submit her completed tax return from the day the tax forms were signed. Our records indicate that the Federal tax return was submitted successfully and accepted on 01/30/2016; one day after the completion date of 01/29/2016.The Customer did contact our office two times between 01/30/2016 and 04/18/2016 to ask about the status of her return. We explained that the return was still being processed by the Internal Revenue Service and that we could not speed up the process, especially on an Injured Spouse return.The Customer received her Federal tax refund on 04/19/2016. The Customer came to our office and stated the amount was lower than expected because she was not listed as the Primary Taxpayer. Our manager explained that she would check the return and research what might have happened. Our manager immediately submitted an issue on 04/20/2016 with our Corporate Office asking if when filing an Injured Spouse return, would the Customer's position on the tax form affect the refund amount. Our Corporate office said it would have made no difference if the Customer was listed as Primary or Secondary.When the manager was reviewing the Customer's tax return, she noticed that the number of credits was not correct on the Injured Spouse form. The manager then contacted the Customer on 04/22/2016 to explain that the form was filled out incorrectly and that the Customer would have to file a corrected Injured Spouse form. The manager completed the corrected form and had the Customer come to the office to sign the corrected form so the corrected form could be submitted to the Internal Revenue Service. The manager immediately faxed a copy to the Internal Revenue Service and submitted a copy through the U.S. Mail that same day. The manager alerted the Customer that the corrected form would take approximately 8-12 weeks to process through the Internal Revenue Service.The Customer contacted our Corporate office on 04/282016 saying that we were not in contact with her. However we did not receive any voicemail messages or phone calls when the office was open during our normal off season posted hours. Our Corporate office alerted us that she was upset on 05/10/2016. Our manager called her that day to assure her that the return was still being processed with the Internal Revenue Service and that we would have to most likely wait the full 8-12 weeks for the Internal Revenue Service to respond.Since we acknowledge that the initial return did contain a mistake on our behalf, as is our policy, we will be returning the $448.00 for the tax preparation along with the $44.95 bank processing fee as a customer courtesy. At Liberty Tax we pride ourselves on accuracy and customer satisfaction. Although we are human and human error does occur, we have very few customer complaints. On the rare occasion when a mistake is made, we do everything in our power to rectify the situation and make it up to our loyal customer base. We apologize for any inconvenience this may have caused to the Customer and hope she returns to have her taxes completed in the future.Sincerely,J. R[redacted]Owner

Review: I filed my taxes with liberty, I dropped them off to have them done when I was called to come in and sign I was given an amount owed to the IRS for my federal returns of 1480. I went in I signed they printed me out a voucher to sent in a check to the IRS, I wrote a check and put it in the mail. later that day I was called saying they made a mistake and I owed $2500 thats a big mistake and my check is already picked up by the post office and on its way to the IRS. If you hire someone to take care of your taxes and you sign off you expect it to be right not get a call later and have to pay $1000 more. They guaranty professionally completed taxes right the first time, I expect them to stand behind there guaranty and cover the diffence in the return for there mistake.Desired Settlement: A refund of what I paid to have my taxes done and them to cover the $1000 mistake they made.

Business

Response:

Dear [redacted]

This letter is in response to your letter of April 2, 2014, ID of [redacted]. The client came to our office

on April 1,2014, to review and sign his income tax return. At that time, the client was informed of their

tax liability and paid for their tax preparation fees. As is policy for our office, after finishing the client’s

return, it was double checked and an error was found in the reporting of their tier 1 Medicare tax which

resulted in an increase of his tax liability to the IRS. We called the client on April 1, 2014, and informed

them of the change and of the new tax liability. We also informed the client that his tax preparation

fees would be refunded to them. The tax preparation fees were refunded in full on April 2,2014. As per

the clients request, a voucher was mailed to the client for the difference owed to the IRS as well and the

clients new copies and a gift vouch for a free income tax return for 2014.

As always, we strive for accuracy but when an occasional error is made? we do our best to make the

customer whole. Returning the customers filing fees and paying any penalty due to the error is our

policy, however because the error was corrected before it was filed with the IRS no penalty was

assessed.

Thank you for your attention in this matter. If you have any further question please call me at [redacted]

Sincerely,

Review: I WAS LURED IN TO LIBERTY TAX BY SOMEONE TELLING ME THERE WAS AN OBAMA GRANT BEING GIVEN OUT. I WENT IN AND SPOKE WITH SOMEONE AT A DESK AND SHE ASKED ME WHEN I SAT DOWN IF I WAS THERE TO FILE TAXES OR IF I WAS THERE TO CLAIM THE GRANT. I TOLD HER I WAS THERE FOR THE GRANT I DIDN'T HAVE MY W2'S YET, BUT ASKED IF GETTING THE GRANT WOULD MEAN I HAD TO FILE MY TAXES WITH LIBERTY. SHE TOLD ME NO I DIDN'T HAVE TO FILE WITH LIBERTY BUT IF I WANTED TO THEY WOULD KEEP MY INFORMATION ON FILE. SO I WENT AHEAD WITH GETTING THE "GRANT". NOW I HAVE MY W2'S AND I CAN'T FILE BECAUSE LIBERTY LOCKED MY TAXES. I HAVE TO FILE WITH LIBERTY AND THEY CAN CHARGE ME UP TO $700 TO DO SO.Desired Settlement: SINCE I HAVE NO CHOICE NOW OTHER THAN TO FILE MY TAXES WITH LIBERTY I'D LIKE IT DONE FREE OF CHARGE.

Consumer

Response:

At this time, I have not been contacted by Liberty Tax Services regarding complaint ID [redacted].Sincerely,[redacted]

Review: I FILED MY TAXES WITH LIBERTY TAX SERVICES AND WAS TOLD EVERYTHING WAS OKAY AND THAT WAS ALL.WITHIN TWO WEEKS I RETURNED TO INQUIRE ABOUT MY FEDERAL RETURN I WAS TOLD THAT I WILL NOT RECEIVE ONE BECAUSE I FILLED AS SINGLE SO I WENT ONTO THE TAX REFUND LINE TO DO MY OWN CHECKING IT STATES MY RETURN WAS AND IS STILL IN PROCESSING SO I THEN CALLED BACK TO LIBERTY TAX WITH A PRINT OUT AND ASKED FOR QUESTIONS THAT IS WHEN I WAS TOLD I WAS CHARGES A FEE OF $350 OUT OF A $429 FEDERAL RETURN AND THAT THE LEFTOVER BALANCE WAS GOING TO BE PUT IN WITH MY STATE CHECK I THOUGHT TO MYSELF THAT THIS COMPANY WAS STRANGE. NOT ONLY MYSELF MY WIFE AND MANY OTHER PEOPLE ARE VERY UPSET WITH THIS COMPANY RIPPING PEOPLE OFF.Desired Settlement: I WILL LIKE HALF OF MY FEDERAL RETURN RETURNED TO ME

Business

Response:

The customer's return was processed and sent to the IRS. Unfortunately, the IRS did not release his refund, which is beyond our control.

Review: I am making a complaint in regards to the Tax Preparer Services I have received from Liberty Tax Services located on [redacted]. The complaint being filed is in regards to a incorrect refund amount I received from NYS due to the negligence of the Tax Preparer by the name of [redacted] Preparer ID# [redacted] Office# [redacted].The Tax Preparer apparently inserted the wrong information regarding my residency in NYC in tax year 2013 in which I was a resident. Apparently the Preparer checked the box stating I was not a resident which altered my refund amount causing NYS to adjust my refund from $917.00 to $103.00. When I notified the New York State Department Of Taxation and Finance they explained to me the mistake on [redacted] behalf and informed me that I can file a [redacted] with a amended return to get the rest of my refund. When I returned to Liberty Tax Services and spoke to [redacted] regarding the issue and presented him the solution to fix the issue which was due to his negligence, he refused to cooperate and acted in a very unprofessional manner making disrespectful hand gestures and telling me it's not his problem. Neither the [redacted] or other employees helped to resolve the issue. I have filed a complaint against the Tax Preparer on both The Federal IRS and New York State Department Of Taxation and Finance.Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)I would like to receive a refund for services not being upheld.I was charged $317.00 and would like the full refund amount or a settlement of 75%