Tax Defense Network, LLC.

Dear Mr. [redacted],Thank you for bringing this complaint to our attention. Mr. and Mrs. Bill's contacted Tax Defense Network ("TDN") to assist in the reconsideration of an IRS audit. The IRS had disallowed all of their 2011 expenses. Creating a tax debt of over $40,000. They had attempted to previously...

resolve this issue and had not been successful.Requesting for an audit to be reconsidered is not an easy process and can take many months. Our first submission to the IRS regarding this audit reconsideration was July.  It is unfortunate that overturning an audit is one of the slower IRS processes, but when approved it will have a $40,000 benefit. There are a few things mentioned we would like to address. The complaint states that nothing has been done with the case. This is not true. We have been working directly with the IRS for several months regarding the audit reconsideration. There has also been tax preparation. And assistance with an IRS issue we were not contracted to perform, lien removal. The client also states they had to do all the paperwork. Again, not a true statement. The client assisted in gathering paperwork but nothing more than expected from any case. To address the comment regarding customer service. My review did find some issues. Not issues that I would call customer service, but more about communication. We should have done a better job in keeping the client updated. With the long waiting period we knew we were going to endure because of the slow audit reconsideration process the setting of proper timeline expectations are very important.  Please know when cases take longer than expected we become frustrated too. We want speedy resolutions for our clients and understand delays create frustration. Please know we are expecting a decision soon from the IRS. We are currently only waiting for the client to supply needed IRS requested information. Thank you again for bringing this complaint to our attention. Please let me know if any additional information is needed. Sincerely, [redacted]Director of Client RelationsTax Defense Network

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I look forward to hear the resolution and the next steps  Regards,
[redacted]

Ms. [redacted],Thank you for sending Mrs. [redacted]'s rejection response. Please know, Tax Defense Network stands by our earlier response. After receiving Ms. [redacted]'s rejection we made several phone attempts to reach Ms. [redacted] and provide the information mentioned in our response. Our calls were not answered and have not been returned. With the partial refund that has been issued we do consider this complaint resolved. Sincerely, [redacted]Director of Client RelationsTax Defense Network

[redacted], Yes, we were able to make contact. Attempting to seek resolution now. Should have answers regarding direction sometime next week.

Dear Ms. [redacted],Thank you for bringing this complaint to our attention. There is no getting around the details, one of our employees did not show good customer service when dealing with a client. We are extremely disappointed this took place and have taken corrective internal steps to address. Our...

apology to the [redacted] for this situation. We recognize that dealing with the IRS can be stressful for both the client and our employees, but even with this consideration a poor client experience is never something that is tolerated from one of our employees. We have spoken with Mrs. [redacted] and apologized. We have also cancelled any payments or financial obligations to Tax Defense Network.Please let us know if any additional information is required. Sincerely,  [redacted]Director of Client RelationsTax Defense Network

Ms. [redacted],Thank you for bringing this complaint to our attention and allowing this response. The complaint brings does bring up issues that we would like to explain or provide more information regarding. The first issue concerns the services contracted to perform and the expectations with those...

services. Mrs. [redacted] hired Tax Defense Network ("TDN") to assist with addressing her currently owed tax balance and her anticipated new tax amount for 2015. She expressed how she was currently making payments to the IRS, but these payments were not affordable. Her concern, the adding of the new 2015 tax debt and how this would affect her IRS payments. With her already struggling making her current IRS payment, how could she afford to pay more? We discussed with her options and how we can work with her in establishing an IRS payment that works within her budget. A payment that might be less than what she was currently paying. Mrs. [redacted] asked if she needed to continue making her current IRS payments. We advised that because the current payment arrangement with the IRS does not include the 2015 tax debt, the IRS will default her agreement once the 2015 tax debt posts. It was understood between Mrs. [redacted] and TDN that the service contracted would most likely not pay back the IRS tax debt in full and was considered an IRS hardship program. With this program the IRS will allow a lower monthly payment but as a trade off for the lower payment the IRS does reserve the right to potentially place a tax lien. For some people a tax lien is not a big deal, for some it can be a very big deal. It all depends on an individuals current situation. Mrs. [redacted] found herself in a difficult spot, someone that is struggling to make their IRS payments, but also because of needed loans for her daughters college, she was someone where a tax lien would be a big deal. Before beginning a case, our goal is to make sure clients know everything there is to know about the their tax situation, the good and the bad. It is one of our company philosophies we call F.I.R.E, meaning clients are Fully Informed with Reasonable Expectations. With Mrs [redacted], we missed this mark by not have an initial tax lien conversation. And later, when tax liens were discussed the conversation could have gone better. After discussing tax liens Mrs. [redacted] was left with more questions. I understand.  Please know no attempted to mislead Mrs. [redacted] regarding the lien, but after reviewing this call,  I understand her feelings regarding. The complaint also mentions confusion regarding her finance payment. The information in the complaint is in error. The financed payment were taken as scheduled. With Mrs. [redacted] having the contract and paperwork showing scheduled payments. I discussed this issue with Mrs. [redacted] and she agrees. The last thing is the gap in communication and the transferring of Mrs. [redacted]'s case from one representative to another. When running a business there will always be personnel issues. When these issues occur we try to have them not affect the client. With this case it did affect client communication. This issue has now been corrected.  TDN helps thousands of clients a year. Our goal is to put our clients in the best position possible with their tax debt while at the same time delivering excellent customer service. This goal is accomplished every day, but we do recognize with Mrs. [redacted]'s we missed the mark. We have been in touch with Mrs. [redacted] and have reached a resolution. Agreeing to the items she mentions in the complaint as her desired outcome.Thank you again for bringing this complaint to our attention.  Please let me know if any additional information is requested. Sincerely, [redacted]Director of Client RelationsTax Defense Network

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted],Thank you for bringing this complaint to our attention. We have been in communication with [redacted], discussing his case and this complaint. We have also worked out a partial refund with [redacted]. We would like to apologize to [redacted] for the contact issues he experienced...

with his case. We were glad we could discuss the situation with [redacted] and achieve a resolution to this complaint. Please let us know if any additional information is needed. Sincerely, [redacted]Sr. Director, Tax SolutionsTax Defense Network, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Noble [redacted]

[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 11295080. This guy called me once and left a message, not several times. Anyway the matter is settled now that I have the refund check. 
Regards,
[redacted]

Dear Ms. [redacted],Thank you for bringing this complaint to our attention. This complaint filed by Mr. [redacted] does not tell the complete story. Yes, Mr. [redacted] contracted with Tax Defense Network ("TND") to assist in preparing missing back tax returns, 2012-2014 and establishing a resolution with the...

IRS. And yes, we did have issue with some of the documents he submitted, due to the documents not being able to be verified or substantiated. And yes, not using these incomplete documents does create for Mr. [redacted] a tax liability. And yes, we do believe Mr. [redacted] went to another tax company that possibly did get him a lower tax amount. The rest of this story is how much time we did put into this file in order to properly assist Mr. [redacted]. Mr. [redacted] does not mention that we worked with him from February 2015 to December 2015 on just his tax returns. Asking for months for information, letting him know that if we did not receive more information for his returns he will be looking at a high balance. The complaint also does not mention that Mr. [redacted] agreed to have our returns filed knowing the tax liability would be created, this was done because no more documentation could be obtained from Mr. [redacted]. Complaint also does not talk about how Mr. [redacted] was involved in an accident in late 2015 and we continued to work with him during this unfortunate delay, trying to resolve his tax issue. During Mr. [redacted] recovery from the accident is when a friend of Mr. [redacted] began to communicate with us, offering to assist in gathering documents. This took place in February 2016. The complaint also does mention that it was during this time armed with updated information from Mr. [redacted] friend we did attempt to amend our previously filed returns. But had issues with some of the documents. When then raised some objections to the quality of the newly submitted to us information, with our feeling that using these documents may trigger an IRS audit. We continued to go between Mr. [redacted], his friend, and us until June 2016. This is when we finally closed the file because no matter our efforts or our explanations we could not satisfy Mr. [redacted]. The complaint also does not mention how we attempted to contact Mr. [redacted] and discuss a partial refund, not wanting to keep funds when someone is not satisfied with the work completed. With us not being successful in our refund contact attempts with most of our calls going to voice mail or with being yelled at and the call being disconnected. Let me say, I do understand Mr. [redacted] frustrations. He hired a company to resolve a tax issue and in his mind this company made it worse. Please also understand our frustrations. We attempted to work with a client for a year to complete a service that should take weeks, but took much longer due to client delays. Once we completed the service the client finds additional information he wants included. We attempt to include this information, but do have concerns about the quality of the information. We recognize that we are not going to satisfy the client, so we attempt to return funds, but our attempts are not successful. We have spoken with Mr. [redacted], outlining with him the information included in the complaint response. We have also offered Mr. [redacted] a partial refund, this being his desired complaint resolution. We have supplied Mr. [redacted] with the forms necessary for this refund, and once Mr. [redacted] receives this refund we will consider this complaint closed and resolved. Thank you again for this bringing this complaint to our attention. Please let me know if any additional information is required. Sincerely, [redacted] Director of Client RelationsTax Defense Network

Dear Mr. [redacted], Thank you for bringing this to our attention and allowing our response. Ms. [redacted] hired us in March 2014 to address her business tax debt. Once we began the case it was discovered Ms. [redacted] was also a victim of identity theft. We made her aware of the identity theft issue in April...

2014. When the IRS flags a file for identity theft, additional paperwork is required before the IRS will allow work to be completed. We attempted for several months to work with Ms. [redacted] to address not only the contracted for business tax issue but also the identity theft issue. Unfortunately Ms. [redacted] never provided any of the requested information. Finally after many months of attempted contact we did have to cancel Ms. [redacted]'s file. Her cancellation was processed November 2014. We did not hear again from Ms. [redacted] until February 2015 when she requested a refund. In regards to the complaint, I am happy to report that we have spoken with Ms. [redacted] and have reached a resolution. Thank you again for allowing our response. Please contact me if any additional information is needed. Sincerely, [redacted]Director of Client RelationsTax Defense Network

Ms. [redacted] Thank you for bringing this complaint to our attention and allowing this response. We have been in communication with Mrs. [redacted]. Discussing the issues raised in her complaint. With the complaint there were three issues to address. The first issue was with the amount of time it...

took to complete the case. Mrs. [redacted]'s tax debt was under examinations with the IRS. While a tax debt is in examinations, nothing can be done with the taxes. The tax debt is in a holding period. Our apology to Mrs. [redacted] for this issue. We shared the same frustrations regarding this unnecessarily slow IRS process. The next issue was the IRS payment. Mrs. [redacted] discusses how she was able to achieve an IRS payment lower than the one established by Tax Defense Network ("TDN"). The IRS arrangement made by TDN for Mrs. [redacted] was established eight months before this complaint. Since this arrangement was established Mrs. [redacted] has filed her 2015 tax return. With this return she was due to receive a refund. The IRS took this refund, standard practice, and applied it toward her tax balance. This refund, along with ongoing payments, lowered Mrs. [redacted]'s overall tax liability. This tax reduction allowed for a lower payment to the IRS. I have discussed this with Mrs. [redacted] and she understands.  The last issue, the $5,000 under reporting penalty. This penalty existed because of how Mrs. [redacted]'s tax return was filed. Mrs. [redacted] believed that some income she had received was non taxable and did not include this income on her return. This was an honest mistake and not done by Mrs. [redacted] as an attempt to avoid any tax. Addressing this penalty was one of the main reasons Mrs. [redacted] contacted TDN. When I reviewed her file I did feel more could have been done to address this penalty and the penalties removal. When I spoke with Mrs. [redacted] I told her my thoughts regarding the penalty and gave her two options. I could re-open the case with more effort applied to having the penalty removed or I could refund back a portion of her fee paid to TDN. Mrs. [redacted] elected to take the refund. We have complied with Mrs. [redacted] and are currently working on processing her refund.  Thank you again for bringing this complaint to our attention. Please let us know if any additional information is required.  Sincerely,  [redacted]Director of Client RelationsTax Defense Network