Dear Wen P*** Thank you for your message! I regret to inform you that we were unable to locate you among our customers with the details you provided:Names: Wen P**email: [redacted] .comWe will contact you via phone after AM in order to discuss your situation and help you further The good news is that the [redacted] extended the taxes filing deadline with a day so this can also be done today.In the meantime, you can contact us back at [redacted] taxback.com with more details (the email you used as Sprintax log in) so we can review the information we have.Kind Regards,MrEncho Y [redacted]
Dear MrK [redacted] Thank you for the feedbackAs you may know, the last two weeks of the US tax filing deadline are the busiest timeWith Sprintax we are trying to help everyone, especially cases that are outside of the regular ones as we understand that the US tax regulations might be a bit scary for non-resident aliens and it our aim to make this process much easierUnfortunately, sometimes the process is a bit longer for them because we need to confirm all detailsIn regards with your state tax return in particular, we noticed that there was some difference in the information entered on our system and the one reported on the federal tax return and we had to take some time to review this and then manually prepare the return so that we are sure it is absolutely correct and you can then rest assured that your taxes are sortedWe apologies for the delay in providing you with your state tax returnI was advised that your state tax return was preparedIf you have any questions on it or you have not received, please, contact me at: e [redacted] taxback.comKind Regards,MrEncho Y [redacted] US Tax Manager
Dear Meng, Thank you for your feedbackWe are sorry for the bad experience we hadWe are reviewing the chat sessions you had with our representatives further but wanted to apologize that you felt they were rudeWe understand that the filing deadline is quite stressful for everyone - taxpayers and tax service providersWe would like to advise that the deadline for filing the DC tax return was Apr 17, 2018, however still we agree that due to high volumes there was a delay in processing your DC tax return and we will organize a refund of the fee as soon as possibleAlso, we would like to advise you that we are at your service in case the return you submitted is different from what we providedIf there is any difference, please send us a copy of the return you filed and we will have a DC tax specialist review it and advise what, if any, further steps should be takenYou can send this to: e [redacted] Kind Regards,MrEncho Y [redacted] US Tax Manager
Dear Ms [redacted] The reason why S [redacted] did not allow you to generate federal tax return was because you had accessed S [redacted] from the option where state tax returns only are prepared, This option is provided to partners that had already provided another option for the preparation of the federal tax returnIn order for us to prepare the state tax return, we needed to confirm certain detail - if you indeed could be claimed as a dependent on someone else's tax return as it was indicated in the information submitted in [redacted] Unfortunately, this important information was not confirmed and as that is why we asked for a copy of the federal tax return where this information is availableThe state tax return should be prepared using the same filing status as the federal one and the use of the personal exemption is an important part of the process.We apologize for the miscommunication in this case as we do agree that the information could had been communicated better so that the importance of this information was presented better and the information was indeed obtained timely so that we could had prepared your state tax returnAs a result we will organize the refund of the feePlease, note that the it might take around business days for the refund to be receivedKind regards, [redacted] EAUS Tax Manager
Dear Sirs or Madam, We have carefully reviewed client issue as discussed with Revdex.comWe acknowledge the receipt of client information on 08/03/however our software was not able to prepare client application due to additional information requested concerning client "foreign income".Our agents contacted client back and we did receive client information on 14/03/Following the new information received we had to review application with one of our tax expertsWe confirm that due to these circumstances we did not prepare client return within the promised days processing timeThis situation was communicated with client following the first e-mail from Revdex.com was received, we have prepared and reviewed client application and as we do understand client disappointment we have agreed to refund $to customer account on 24/03/ We do hope this will consider the matter closed and we remain concentrated on providing a fast and quality client service to our clients [redacted] Operations Manager
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ Contact Name and Title: [redacted] VP Taxback Contact Email: [redacted] @sprintax.com To whom it may concern: Thank you for passing the below for our attention We have since been in touch with [redacted] and had a detailed discussion about his experience and his feedbackIt was acknowledged that the experience he had was less than ideal and not what we strive to deliver to the thousands of customers that we assist every year during filing seasonThe feedback he has given, and the experience he had, is being used to assist our team as part of our ongoing customer experience review program In relation to the two specific resolutions he desired, the first, his refund ,was processed on 14th , before we had been made aware of this mail to the Revdex.com Regarding the apology, he was given a personal apology over the phone for any misunderstanding in relation to the conversation that he had with our Live Chat teamHaving reviewed the direct transcript of the typed conversation between both parties, it was acknowledged that there was never ever any threat by Sprintax in relation to his IRS refund, as his IRS refund is something that is handled completely by the IRS and is nothing to do with Sprintax [redacted] further indicated that should he be using Sprintax again next year he would much prefer to talk to an individual directly regarding any questions, and to this end I have forwarded him my person e-mail and telephone number to contact me should the need arise Kind regards, [redacted] VP Sprintax
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 Sincerely, Xiaoxiao Y**
Dear Minchul P*** Thank you for the feedbackWe are sorry you had experienced such delays in receiving your state tax returnUnfortunately we had a technical issue which caused a delay in reviewing your caseUpon review, it was found out that in order to ensure we provide you with a 100% accurate state tax return, we need to confirm certain information related to the difference in your federal and state taxable wagesYou did provide the requested information timely, however due to high volumes in April we experienced certain delayWe will organize a refund for the fee you paid.Also, since you had to prepare your state tax return by yourself, we would like to offer you a review of that return and in the unlikely situation where the return you submitted is different than the one we believe is correct, we will provide you with a free amended state tax returnIf you would like to avail of this, please, send me the state tax return you submitted at: e [redacted] Kind Regards,Mr Encho Y [redacted] US Tax Manager
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 Sincerely, [redacted]
Dear Sirs or Madam,We have carefully reviewed client issue as discussed with Revdex.comWe acknowledge the receipt of client information on 08/03/however our software was not able to prepare client application due to additional information requested concerning client "foreign income".Our agents contacted client back and we did receive client information on 14/03/Following the new information received we had to review application with one of our tax experts.We confirm that due to these circumstances we did not prepare client return within the promised days processing time.This situation was communicated with client following the first e-mail from Revdex.com was received, we have prepared and reviewed client application and as we do understand client disappointment we have agreed to refund $to customer account on 24/03/We do hope this will consider the matter closed and we remain concentrated on providing a fast and quality client service to our clients [redacted] ***Operations Manager
Dear Daniel O [redacted] Thank you for your feedback. We are sorry you are not satisfied with the service provided. As you had experienced, tax filing deadline is quite stressful for the taxpayers and the same refers to the tax preparers. We apologize for the delay with providing your... state tax returns, however we had to make sure that the return we are providing you with is 100% accurate. As you know, upon review of the initial information submitted by you earlier in April, it was discovered that certain income that you had advised was received was missing on your federal tax return and this took additional time for the necessary corrections to be applied and then reviewed again. We understand that it is not your fault the long time it took us to review your situation again and that is why we will organize a refund of the fee you paid. Still, your CA state tax return was recently prepared and you can access it online. Kind Regards,Mr. Encho Y [redacted] US Tax Manager
Dear ***We apologize for the miscommunication which had lead to escalating this case.Since the MO state tax authorities follow the federal rules for tax treaties, we had to confirm if a tax treaty benefit was used when preparing your federal tax return and unfortunately we did not have that information at that timeAlso, as you are married, we had to list your spouse's names and SSN on your state tax return following the regulations of the state tax authoritiesAs we mentioned, this information was not available to us and we agree that not properly communicated to you so you can provide itAs a result we will organize your refundPlease, note that it might take around business days until the refund is finalized.Please, provide us also with the email for your spouse so we can locate the account with usWe believe your spouse had similar situation but we cannot confirm that unless we check the account.We apologize for the caused inconvenience and the feedback we received from you will be used in further improving the services we provide.Kind regards, [redacted] **US Tax Manager
Dear Yao, Thank you for your feedbackWe are sorry for the inconvenience causedOur aim is to provide absolutely accurate tax returns to the non-resident aliens for tax purposes as we understand how complicated the US tax system might seem to themWhen we were processing your tax return, we identified information that needed to be double checked by you so that we are 100% sure that your return was accurateIn the meantime we noticed that the incoming volumes are increasing and wanted to include a message so that we do not disappoint any of the users, however despite this clause, we had committed that any applications submitted prior to that date like yours would be processed before the deadline.We understand that this might have caused you quite a lot of stress and we will refund you the fee paid shortly.We are constantly improving our system and the feedback you provided is really useful for usKind Regards,MrEncho Y [redacted] US Tax manager
Customer had put in a complaint a month later after oil change stating that we did not put the oil cap back onResulting in an oil spillIf the cap had been on from out experience of being in this business for over years, it would take minutes for the motor of the car to lock up and be
needing of replacementShe had requested a refund and we refused because this was a month after the oil change and we had offered to send someone to check out the carHow can we confirm if it was really our fault if we cannot even see the car? We cannot take responsibility for something that was out of spoken wordShe refused to let one of our employees to see the car, this is a shot in the dark against our businessWe will not be giving a refund until further investigation of the car is completed or until she brings the car to usIn situations like this, when the oil spills out of the car the motor will need to be replaced, she stated the oil cap was off a month later and is still driving the car aroundThat does not add up, we would like to see the car to confirm before any actions are taken, and if it is our fault in the end we will gladly give her a full refund
Customer had put in a complaint a month later after oil change stating that we did not put the oil cap back onResulting in an oil spillIf the cap had been on from out experience of being in this business for over years, it would take minutes for the motor of the car to lock up and be
needing of replacementShe had requested a refund and we refused because this was a month after the oil change and we had offered to send someone to check out the carHow can we confirm if it was really our fault if we cannot even see the car? We cannot take responsibility for something that was out of spoken wordShe refused to let one of our employees to see the car, this is a shot in the dark against our businessWe will not be giving a refund until further investigation of the car is completed or until she brings the car to usIn situations like this, when the oil spills out of the car the motor will need to be replaced, she stated the oil cap was off a month later and is still driving the car aroundThat does not add up, we would like to see the car to confirm before any actions are taken, and if it is our fault in the end we will gladly give her a full refund
Dear Wen P*** Thank you for your message! I regret to inform you that we were unable to locate you among our customers with the details you provided:Names: Wen P**email: [redacted] .comWe will contact you via phone after AM in order to discuss your situation and help you further The good news is that the [redacted] extended the taxes filing deadline with a day so this can also be done today.In the meantime, you can contact us back at [redacted] taxback.com with more details (the email you used as Sprintax log in) so we can review the information we have.Kind Regards,MrEncho Y [redacted]
Dear MrK [redacted] Thank you for the feedbackAs you may know, the last two weeks of the US tax filing deadline are the busiest timeWith Sprintax we are trying to help everyone, especially cases that are outside of the regular ones as we understand that the US tax regulations might be a bit scary for non-resident aliens and it our aim to make this process much easierUnfortunately, sometimes the process is a bit longer for them because we need to confirm all detailsIn regards with your state tax return in particular, we noticed that there was some difference in the information entered on our system and the one reported on the federal tax return and we had to take some time to review this and then manually prepare the return so that we are sure it is absolutely correct and you can then rest assured that your taxes are sortedWe apologies for the delay in providing you with your state tax returnI was advised that your state tax return was preparedIf you have any questions on it or you have not received, please, contact me at: e [redacted] taxback.comKind Regards,MrEncho Y [redacted] US Tax Manager
Dear Meng, Thank you for your feedbackWe are sorry for the bad experience we hadWe are reviewing the chat sessions you had with our representatives further but wanted to apologize that you felt they were rudeWe understand that the filing deadline is quite stressful for everyone - taxpayers and tax service providersWe would like to advise that the deadline for filing the DC tax return was Apr 17, 2018, however still we agree that due to high volumes there was a delay in processing your DC tax return and we will organize a refund of the fee as soon as possibleAlso, we would like to advise you that we are at your service in case the return you submitted is different from what we providedIf there is any difference, please send us a copy of the return you filed and we will have a DC tax specialist review it and advise what, if any, further steps should be takenYou can send this to: e [redacted] Kind Regards,MrEncho Y [redacted] US Tax Manager
Dear Ms [redacted] The reason why S [redacted] did not allow you to generate federal tax return was because you had accessed S [redacted] from the option where state tax returns only are prepared, This option is provided to partners that had already provided another option for the preparation of the federal tax returnIn order for us to prepare the state tax return, we needed to confirm certain detail - if you indeed could be claimed as a dependent on someone else's tax return as it was indicated in the information submitted in [redacted] Unfortunately, this important information was not confirmed and as that is why we asked for a copy of the federal tax return where this information is availableThe state tax return should be prepared using the same filing status as the federal one and the use of the personal exemption is an important part of the process.We apologize for the miscommunication in this case as we do agree that the information could had been communicated better so that the importance of this information was presented better and the information was indeed obtained timely so that we could had prepared your state tax returnAs a result we will organize the refund of the feePlease, note that the it might take around business days for the refund to be receivedKind regards, [redacted] EAUS Tax Manager
Dear Sirs or Madam, We have carefully reviewed client issue as discussed with Revdex.comWe acknowledge the receipt of client information on 08/03/however our software was not able to prepare client application due to additional information requested concerning client "foreign income".Our agents contacted client back and we did receive client information on 14/03/Following the new information received we had to review application with one of our tax expertsWe confirm that due to these circumstances we did not prepare client return within the promised days processing timeThis situation was communicated with client following the first e-mail from Revdex.com was received, we have prepared and reviewed client application and as we do understand client disappointment we have agreed to refund $to customer account on 24/03/ We do hope this will consider the matter closed and we remain concentrated on providing a fast and quality client service to our clients [redacted] Operations Manager
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ Contact Name and Title: [redacted] VP Taxback Contact Email: [redacted] @sprintax.com To whom it may concern: Thank you for passing the below for our attention We have since been in touch with [redacted] and had a detailed discussion about his experience and his feedbackIt was acknowledged that the experience he had was less than ideal and not what we strive to deliver to the thousands of customers that we assist every year during filing seasonThe feedback he has given, and the experience he had, is being used to assist our team as part of our ongoing customer experience review program In relation to the two specific resolutions he desired, the first, his refund ,was processed on 14th , before we had been made aware of this mail to the Revdex.com Regarding the apology, he was given a personal apology over the phone for any misunderstanding in relation to the conversation that he had with our Live Chat teamHaving reviewed the direct transcript of the typed conversation between both parties, it was acknowledged that there was never ever any threat by Sprintax in relation to his IRS refund, as his IRS refund is something that is handled completely by the IRS and is nothing to do with Sprintax [redacted] further indicated that should he be using Sprintax again next year he would much prefer to talk to an individual directly regarding any questions, and to this end I have forwarded him my person e-mail and telephone number to contact me should the need arise Kind regards, [redacted] VP Sprintax
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 Sincerely, Xiaoxiao Y**
Dear Minchul P*** Thank you for the feedbackWe are sorry you had experienced such delays in receiving your state tax returnUnfortunately we had a technical issue which caused a delay in reviewing your caseUpon review, it was found out that in order to ensure we provide you with a 100% accurate state tax return, we need to confirm certain information related to the difference in your federal and state taxable wagesYou did provide the requested information timely, however due to high volumes in April we experienced certain delayWe will organize a refund for the fee you paid.Also, since you had to prepare your state tax return by yourself, we would like to offer you a review of that return and in the unlikely situation where the return you submitted is different than the one we believe is correct, we will provide you with a free amended state tax returnIf you would like to avail of this, please, send me the state tax return you submitted at: e [redacted] Kind Regards,Mr Encho Y [redacted] US Tax Manager
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 Sincerely, [redacted]
Dear Sirs or Madam,We have carefully reviewed client issue as discussed with Revdex.comWe acknowledge the receipt of client information on 08/03/however our software was not able to prepare client application due to additional information requested concerning client "foreign income".Our agents contacted client back and we did receive client information on 14/03/Following the new information received we had to review application with one of our tax experts.We confirm that due to these circumstances we did not prepare client return within the promised days processing time.This situation was communicated with client following the first e-mail from Revdex.com was received, we have prepared and reviewed client application and as we do understand client disappointment we have agreed to refund $to customer account on 24/03/We do hope this will consider the matter closed and we remain concentrated on providing a fast and quality client service to our clients [redacted] ***Operations Manager
Dear Daniel O [redacted] Thank you for your feedback. We are sorry you are not satisfied with the service provided. As you had experienced, tax filing deadline is quite stressful for the taxpayers and the same refers to the tax preparers. We apologize for the delay with providing your... state tax returns, however we had to make sure that the return we are providing you with is 100% accurate. As you know, upon review of the initial information submitted by you earlier in April, it was discovered that certain income that you had advised was received was missing on your federal tax return and this took additional time for the necessary corrections to be applied and then reviewed again. We understand that it is not your fault the long time it took us to review your situation again and that is why we will organize a refund of the fee you paid. Still, your CA state tax return was recently prepared and you can access it online. Kind Regards,Mr. Encho Y [redacted] US Tax Manager
Dear ***We apologize for the miscommunication which had lead to escalating this case.Since the MO state tax authorities follow the federal rules for tax treaties, we had to confirm if a tax treaty benefit was used when preparing your federal tax return and unfortunately we did not have that information at that timeAlso, as you are married, we had to list your spouse's names and SSN on your state tax return following the regulations of the state tax authoritiesAs we mentioned, this information was not available to us and we agree that not properly communicated to you so you can provide itAs a result we will organize your refundPlease, note that it might take around business days until the refund is finalized.Please, provide us also with the email for your spouse so we can locate the account with usWe believe your spouse had similar situation but we cannot confirm that unless we check the account.We apologize for the caused inconvenience and the feedback we received from you will be used in further improving the services we provide.Kind regards, [redacted] **US Tax Manager
Dear Yao, Thank you for your feedbackWe are sorry for the inconvenience causedOur aim is to provide absolutely accurate tax returns to the non-resident aliens for tax purposes as we understand how complicated the US tax system might seem to themWhen we were processing your tax return, we identified information that needed to be double checked by you so that we are 100% sure that your return was accurateIn the meantime we noticed that the incoming volumes are increasing and wanted to include a message so that we do not disappoint any of the users, however despite this clause, we had committed that any applications submitted prior to that date like yours would be processed before the deadline.We understand that this might have caused you quite a lot of stress and we will refund you the fee paid shortly.We are constantly improving our system and the feedback you provided is really useful for usKind Regards,MrEncho Y [redacted] US Tax manager
Customer had put in a complaint a month later after oil change stating that we did not put the oil cap back onResulting in an oil spillIf the cap had been on from out experience of being in this business for over years, it would take minutes for the motor of the car to lock up and be
needing of replacementShe had requested a refund and we refused because this was a month after the oil change and we had offered to send someone to check out the carHow can we confirm if it was really our fault if we cannot even see the car? We cannot take responsibility for something that was out of spoken wordShe refused to let one of our employees to see the car, this is a shot in the dark against our businessWe will not be giving a refund until further investigation of the car is completed or until she brings the car to usIn situations like this, when the oil spills out of the car the motor will need to be replaced, she stated the oil cap was off a month later and is still driving the car aroundThat does not add up, we would like to see the car to confirm before any actions are taken, and if it is our fault in the end we will gladly give her a full refund
Customer had put in a complaint a month later after oil change stating that we did not put the oil cap back onResulting in an oil spillIf the cap had been on from out experience of being in this business for over years, it would take minutes for the motor of the car to lock up and be
needing of replacementShe had requested a refund and we refused because this was a month after the oil change and we had offered to send someone to check out the carHow can we confirm if it was really our fault if we cannot even see the car? We cannot take responsibility for something that was out of spoken wordShe refused to let one of our employees to see the car, this is a shot in the dark against our businessWe will not be giving a refund until further investigation of the car is completed or until she brings the car to usIn situations like this, when the oil spills out of the car the motor will need to be replaced, she stated the oil cap was off a month later and is still driving the car aroundThat does not add up, we would like to see the car to confirm before any actions are taken, and if it is our fault in the end we will gladly give her a full refund