Sandra A Lara Income Tax & Bookkeeping

I am writing in response to your correspondence dated February 26, regarding the consumer complaint filed against usI believe there was a misunderstanding in how things were explainedWe never said the error was caused by a “computer glitch” as she says in her complaintIt was however a new program that worked differently than the one we have used for the last years and our employee accidentally put the income in question on the wrong line, causing the program to not take it into account when her refund was calculatedThe employee in question did admit to her mistake, she apologized to the client and sent a letter to the IRS explaining the error that she made and took responsibility for itShe explained to the consumer that she was going to try and waive the penalty and interest for the human error for which she admitted to be responsibleShe also explained to her that she (the consumer) was responsible for paying back the overpayment received from the IRS because although it was a preparer error, the fact of the matter is she received more money than she was supposed to and she needs to pay it backThe consumer insisted that we should pay back the IRS because it was our fault that she received the overpayment.In her complaint she is requesting that we pay the feesWe have already agreed to thatThe letter from the IRS does not mention any penaltyThey are only charging her $in interestThe $is the over payment for which she is responsibleShe is also requesting a refund of our feesI will gladly do this.And to answer her comment about not having the proper training, every single one of our tax preparers is registered with CTEC which requires a minimum of hours of education each year in order to renew our licenseBut human error is always a possibility and a fact of life, no matter how much experience you have or how much training you have receivedThe employee in question happens to be one of my most perfectionists and detail oriented people in my staffThis was just one of those things that happen unexpectedly.We take pride in customer satisfaction and the years that we have been in business and the almost clients we serve prove that our track record is impeccableWe will not however agree to pay back money that she received and benefited from.Please find enclosed a refund check for your tax preparation fees in the amount of $plus the $in interest that the IRS is charging you on the overpayment that you received on your tax refundOur office tried to contact you by phone but we have not heard back from youAs [redacted] explained to you before, she is only responsible for the error that she made and for any penalties and interest that you are charged due to this errorI reviewed the notice that you received from the IRS and you are not being charged a penaltyThey are only asking you to pay back the amount that you were over paid and the interest that accrued on that amountYou are responsible for paying back the money that you received because you are the only one that benefited from itI apologize for any inconvenience that this human error has caused you and I hope that we have resolved this to your satisfaction.Sincerely, [redacted] ***

I am writing in response to your correspondence dated February 26, regarding the
consumer complaint filed against usI believe there was a misunderstanding in how things were explainedWe never said the error was caused by a “computer glitch” as she says in her complaintIt was however a new program that worked differently than the one we have used for the last years and our employee accidentally put the income in question on the wrong line, causing the program to not take it into account when her refund was calculatedThe employee in question did admit to her mistake, she apologized to the client and sent a letter to the IRS explaining the error that she made and took responsibility for itShe explained to the consumer that she was going to try and waive the penalty and interest for the human error for which she admitted to be responsibleShe also explained to her that she (the consumer) was responsible for paying back the overpayment received from the IRS because although it was a preparer error, the fact of the matter is she received more money than she was supposed to and she needs to pay it backThe consumer insisted that we should pay back the IRS because it was our fault that she received the overpaymentIn her complaint she is requesting that we pay the feesWe have already agreed to thatThe letter from the IRS does not mention any penaltyThey are only charging her $in interestThe $is the over payment for which she is responsibleShe is also requesting a refund of our feesI will gladly do thisAnd to answer her comment about not having the proper training, every single one of our tax preparers is registered with CTEC which requires a minimum of hours of education each year in order to renew our licenseBut human error is always a possibility and a fact of life, no matter how much experience you have or how much training you have receivedThe employee in question happens to be one of my most perfectionists and detail oriented people in my staffThis was just one of those things that happen unexpectedlyWe take pride in customer satisfaction and the years that we have been in business and the almost clients we serve prove that our track record is impeccableWe will not however agree to pay back money that she received and benefited fromPlease find enclosed a refund check for your tax preparation fees in the amount of $plus the $in interest that the IRS is charging you on the overpayment that you received on your tax refundOur office tried to contact you by phone but we have not heard back from youAs *** explained to you before, she is only responsible for the error that she made and for any penalties and interest that you are charged due to this errorI reviewed the notice that you received from the IRS and you are not being charged a penaltyThey are only asking you to pay back the amount that you were over paid and the interest that accrued on that amountYou are responsible for paying back the money that you received because you are the only one that benefited from itI apologize for any inconvenience that this human error has caused you and I hope that we have resolved this to your satisfactionSincerely,
*** * ***

I am writing in response to your correspondence dated February 26, 2016 regarding the consumer complaint filed against us. I believe there was a misunderstanding in how things were explained. We never said the error was caused by a “computer glitch” as she says in her complaint. It was however a new...

program that worked differently than the one we have used for the last 23 years and our employee accidentally put the income in question on the wrong line, causing the program to not take it into account when her refund was calculated. The employee in question did admit to her mistake, she apologized to the client and sent a letter to the IRS explaining the error that she made and took responsibility for it. She explained to the consumer that she was going to try and waive the penalty and interest for the human error for which she admitted to be responsible. She also explained to her that she (the consumer) was responsible for paying back the overpayment received from the IRS because although it was a preparer error, the fact of the matter is she received more money than she was supposed to and she needs to pay it back. The consumer insisted that we should pay back the IRS because it was our fault that she received the overpayment.In her complaint she is requesting that we pay the fees. We have already agreed to that. The letter from the IRS does not mention any penalty. They are only charging her $24 in interest. The $930 is the over payment for which she is responsible. She is also requesting a refund of our fees. I will gladly do this.And to answer her comment about not having the proper training, every single one of our tax preparers is registered with CTEC which requires a minimum of 20 hours of education each year in order to renew our license. But human error is always a possibility and a fact of life, no matter how much experience you have or how much training you have received. The employee in question happens to be one of my most perfectionists and detail oriented people in my staff. This was just one of those things that happen unexpectedly.We take pride in customer satisfaction and the 23 years that we have been in business and the almost 4000 clients we serve prove that our track record is impeccable. We will not however agree to pay back money that she received and benefited from.Please find enclosed a refund check for your 2014 tax preparation fees in the amount of $100 plus the $24 in interest that the IRS is charging you on the overpayment that you received on your 2014 tax refund. Our office tried to contact you by phone but we have not heard back from you. As [redacted] explained to you before, she is only responsible for the error that she made and for any penalties and interest that you are charged due to this error. I reviewed the notice that you received from the IRS and you are not being charged a penalty. They are only asking you to pay back the amount that you were over paid and the interest that accrued on that amount. You are responsible for paying back the money that you received because you are the only one that benefited from it. I apologize for any inconvenience that this human error has caused you and I hope that we have resolved this to your satisfaction.Sincerely,[redacted]