RGM Consulting

Review: On March 6th 2013 at approximately 1400 hours , I met with RGM consulting , LLC (owner)[redacted] and secretary(unknown name) at [redacted]. [redacted] presented himself as a professional within the field of tax preperation. I was new to the area so I asked him several questions about experience , knowlege and longevity of his company RGM. [redacted] advised me he had taken the company over from his father and he was fully capable of providing a top notch service. [redacted] also said he was in the process of attempting to provide accounting services when he passed his accounting exam. I asked him specifically how many years had he been completing taxes independantly he answered five or six years. [redacted] assured me my tax concerns would be handled with the highest degree of professionalism. I agreed to retain RGM Consulting , LLC that day with the understanding my next step to this process would be to return to the above listed address to make payment and pick up my completed taxes/check. After weeks of not hearing from RGM Consulting , LLC I decided to follow up on Monday morning March 25 , 2013 at approximately 0900 hours at the above listed address. Upon my arrival , I met with the customer service rep(unknown name)in regards to my taxes. I politely asked [redacted]'s customer service rep.(unknown name)where is my completed taxes. The unknown female stated I will have to wait three to four weeks after payment. I advised her sure . I gave her one hundred dollars U.S. currency and she returned an incomplete receipt with [redacted]s name on it. Why she would forge the owners name I don't know ; however , I left without asking and emailed [redacted] the same day my complaint/concern with her behavior and lack of professionalism. In my email to RGM owner [redacted] , I explained why didn't he email me a copy of my completed tax forms like he advised over a phone conversation. [redacted] called me March 27th 2013 and said " your case is complete I dont have time for you"!Desired Settlement: I , would like for a formal written apology and a return of fifty dollars because this has cost me my time and money. It should be noted [redacted]'s assistant stated to me each form RGM Consulting , LLC completed the consumer will only pay twenty five dollars a page. I paid (fifty dollars) for my Federal information worksheet.

Business

Response:

[redacted],

I want to thank you for calling me regarding this complaint. I did not receive the previous emails mentioned in your email so, I am especially grateful you took the time to leave a voice message regarding this. With respect to [redacted]' complaint, he has provided you with a false claim. [redacted] has alleged several incidents that are simply untrue and in direct contradiction of our corporate policies.

Our appointment to discus his income tax preparation occurred on February 28th and began in similar fashion to the description [redacted] alleges until he begins to quote the specific's of our conversation. I informed him I have been preparing income taxes for approximately 10 years not the five or six he states in his complaint. He indicates in his complaint he left the meeting with the understanding his next step was to return to my office and collect is completed taxes and income tax refund. This is a bold faced lie. It is a direct violation of our corporate policy to electronically file or submit income tax returns for new clients without receiving payment. It is also a violation of our corporate policies to accept income tax refund checks for our clients or to indicate our office as the address an income tax refund check would be mailed to, specifically to avoid this type of issue. I have never in all the years I have operated this firm made either of those two promises to anyclient.

[redacted] alleges after weeks of no contact after our initial meeting he independently decided to come to my office and inquire about the status of his return. This again is patently untrue. During our initial meeting he disclosed he has a dependent, for which we needed the child's social security number. It took [redacted] two weeks to get this information to us. During this same two week period [redacted] changed his cell phone number without notifying us. After receipt of his dependent's Social Security information, we notified [redacted] he could come by at his convenience and pick up a copy of his completed income tax return and upon payment we would e-file.

[redacted] alleges he arrived at my office on the 25th of March at 9am acting politely and was informed he would have to wait 3-4 weeks to receive completed taxes. This is not what was reported to me. My assistant reported he was behaving in an aggressive manner, shouting, raising his voice, acting erratically, and being generally disagreeable. None the less, he received a completed tax return which was subsequently electronically filed upon receipt of his payment.Internal Revenue Service records will show his return was e-filed on March 25th, the same date we received payment and because he chose an income tax refund check instead of direct deposit there is a longer waiting period to receive refunds than if he had chosen direct deposit into his bank account.

Proof of [redacted]' false allegations lie in the last paragraph of his complaint. He states, " In my email to RGM owner [redacted], I explained why didn't he email me a copy of my completed tax forms like he advised over a phone conversation." Earlier in his compliant he alleges there were weeks with no contact and he independently decided to show up at my office on March 25th. Then [redacted] states I called him on March 27th and said ,"your case is complete I don't have time for you!". Let me be clear, [redacted] and I did not speak on the phone on March 27th and I did not say that to him. It seems [redacted] is practicing creative writing because this is a falsehood of monumental proportions.

I cannot hypothesize why [redacted] has reported a false claim to you. I was made aware during our initial meeting that he is past due on child support. Maybe the federal government offset his refund and he is looking for someone to blame. Perhaps he is feeling desperate and frustrated and wants someone to hold accountable for his own mistakes. I do not care what his motives were or are, all I know is his complaint is untrue. If more information is needed for you to make a determination in this complaint please contact me. As a desired outcome for me in this complaint, I would like a discontinuance of the relationship with [redacted] and $150, which is equal to my hourly rate for services rendered as this complaint has consumed about one hour of my time. Email correspondence from myself to [redacted] is being forwarded to you post the submission of this email to give further evidence of my position. Thank you,

[redacted] MBA

Principal - RGM Consulting, LLC

8730 Georgia Avenue

Suite 306

Silver Spring, MD 20910

Please review the attached email correspondence between myself and [redacted] to assist in making a determination of compaint ID# [redacted]. Thank you,

[redacted], MBA

Principal - RGM Consulting, LLC

8730 Georgia Avenue

Suite 306

Silver Spring, MD 20910

The contents of this electronic mail message and any attachments are confidential, possibly privileged and intended for the addressee(s) only. Only the addressee(s) may read, disseminate, retain or otherwise use this message. If received in error, please immediately inform the sender and then delete this message without disclosing its contents to anyone.----------Original Message----------

From: [redacted]

Date: Apr 1, 2013 10:01:23 PM

Subject: Re: Re: This Morning

To: [redacted]

[redacted],

Firstly, let me thank you for your feedback. I appreciate it anytime a client or former client decides to bring their unhappiness to my attention. It is one of the sources of improvements for my firm.

However, in this case I will not apologize for your experience because it seems you have impressions that were not given to you by me. The amount I reported to you over the phone $4,010 for your federal refund is exactly the amount you received. Any fluctuation between an estimate given to you by me in my office before the return was completed is just that, an estimate. Once your return was complete I contacted you and gave you the amount of the refund we calculated and since that time there were no changes to your return.

With respect to picking up your check at my office, let me be clear; I never promised you that. We have never offered that service over the 10 years I have been operating this firm nor will we ever specifically because of this type of situation. Additionally, in our meeting I specifically told you as I tell every new client I will not e-file your return without payment. This is why the return date had the date of your payment.

I am not surprised at your complaint about the receipt. From her recounting of the story she expressed extreme discomfort by your actions while in the office alone and probably was scared as she was filling it out due to your conduct. I recall in our meeting agreeing to meet and discus the return upon finalization as we do with all first year clients and urging you to call when you were coming; I'm not sure why you decided to deviate from that plan.

In any event, I do not know how you got these ideas from our meeting. You are the first client in my experience to have these expectations in spite of being told the contrary. It is clear you and I have a different recollection's of our meeting and you were not satisfied with our service. Good luck in the future and thank you for taking the time and informing me of your complaint's. Enjoy the rest of your evening.

Thank you,

[redacted], MBA

Principal - RGM Consulting, LLC

8730 Georgia Avenue

Suite 306

Silver Spring, MD 20910

[redacted]. On 03/25/13, [redacted] wrote: I am extremely unhappy with the level of service I received from RGM Consulting, LLC. I was left with a feeling of being bamboozled , hoodwinked and led astray ! I believe the last time we spoke you advised me the return for my Tax year 2012 was more than what I see on the forms given to me by your assistant. Second , the cover page has a date of March 25, 2013. We spoke at least two and a half weeks ago and after providing your company with a copy of my income I was left with the impression that the next step would be to pick up my check from your office. Third , I don't know how long your assistant has been working with the company but I'm inclined to say she( needs )more training. She gave me an incomplete receipt No. 519419. I immediately returned it to her for the proper corrections. The box titled Payment was left blank. I thought when I interviewed your company for the task of meeting my tax needs I would be getting a high level of customer service. To my dismay , I am left with an experience of less than average service and no faith in RGM. I don't really know why I went against my better judgement to retain RGM ; however , I am very good at learning from my mistakes.

It should be noted I left my correct number with your assistant approximately two and a half weeks ago.

Here is my number for the second time [redacted]

Thank you,

Sent from my iPhone

On Mar 25, 2013, at 12:11 PM, [redacted] wrote:

It's my understanding there was a disagreement this morning when you picked up your tax return. Please forward your new phone number so I can address this. Thank you,

[redacted] MBA

Principal - RGM Consulting, LLC

8730 Georgia Avenue

Suite 306

Silver Spring, MD 20910

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: