The Heartland Group, Inc.

Complaint: ***
I am rejecting this response because:Dear ***,I hope this email finds you doing well Regrettably, I was unable to send my response via the website The system crashed every time I sent my response.I am rejecting the response from Nova Financial.The follow up
letter Mr*** from Nova Financial provided you was grossly inaccurate Nova's claim that this was just a mistake is completely false I was harrased numerous times by his associates I will gladly provide you with more call logs and also have numerous voice mails.As stated previously, I was contacted my Nova Financial in March extremely early in the morning The call was unsolicited and unwanted I advised his associate:1.) I am not interested in any of their services2.) I am on the "Do Not Call List"3.) I work nights to provide for my familyThat should have been the end of it I should have never received another phone call from Nova Financial again Instead of doing the right thing I received more phone calls from Nova Financial with the majority taking place early in the morning which caused me to wake up every time Nova Financial routinely broke the law and violated my rights pursuant to the guidelines set by the FCC Mr*** reached out to me and advised me he needed my assistance tracking down how this could have happened I provided him with just a few of my call logs which are attached Mr*** read my email and even responded back a few days later so that's indisputable evidence that hew knew the hours that these calls were made yet he stated in his response to the Revdex.com that calls were made during"business hours" I ask you is 7:12am an appropriate time to call after I advised his associate that I work nights so I can feed my family. This is a valid claim and I plan on escalating it so other consumers don't have to go through what I did with this company.Best,*** ***

I contacted Mr*** following his submission to personally apologize for the inconvenience resulting from our calling him Mr*** was understanding and provided data on the calls made and we researched our own call log to determine when and why he was contacted as the intended recipient was a local business and not Mr*** It turned out that the business we were attempting to reach, which presumably used to have Mr***'s number, still had it posted across the internet as their primary business number on numerous websites including Manta, google, Facebook, Whitepages, supergpages, etc We were making calls during business hours attempting to reach this business Following our preliminary conversation and internal research, I reached out to Mr*** to advise him that his number was being reported as business line for this business and even offered to contact that business myself to provide them with this information and request they make the adjustment so Mr*** would not receive further contact from anyone else who had his number incorrectly Mr***'s number was immediately placed on our own internal Do Not Call list to prevent this mix up in the future and Nova sincerely apologizes for the mistake

I communicated with Mrs. [redacted] following the call and was reassured that her business did not have any tax lien per her research.  Mrs. [redacted] was cooperative in providing me with the necessary information to vet the source of the data that we had received from our vendor.  Nova...

receives the majority of information regarding business tax liens from outside sources and very rarely is there anything inaccurate so I immediately began doing research on the matter.  It became apparent that one of our vendors had provided inaccurate data, not only on this business but on several others as well.  We immediately disposed of all lien data from this vendor so this mistake was not repeated and furthermore have ended our relationship with this vendor.  While it is unfortunate that we reached out to Mrs. [redacted] at all, I appreciate that through calling her we were able to discover one of our vendors was providing an inferior product that may have resulted in future calls with incorrect information.  I appreciate Mrs. [redacted]'s cooperation in the matter and assure that we have remedied this issue on our side by eliminating the source.[redacted]

Heartland Tax Solutions takes Revdex.com Complaints seriously.  We strive to provide top notch customer service, coupled with industry leading knowledge. Upon learning of Mr. [redacted]’s displeasure, my Director of Client Services immediately contacted Mr. [redacted], and within less than 24 hours, he...

was satisfied as evidenced from this email excerpt to the Revdex.com from Mr. [redacted] dated March 15th, “Please cancel my Revdex.com complaint against The Heartland Group. We have reached a mutual resolution. Please reply back all when this case has been dropped with a confirmation number.”Unfortunately, even though Mr. [redacted] requested his compliant be removed, the Revdex.com responded via email as follows, “We are pleased to hear the dispute has been resolved. Per our established policies, once a complaint has been processed, meaning the business has been notified, we are no longer able to remove a complaint. Since the issue has been resolved, we can certainly close the complaint as such. However, we will be unable to remove your complaint from the file.”Heartland Tax Solutions is greatly pleased Mr. [redacted] is satisfied and requested his compliant be removed.  We believe our dedication to customer service shines through to our clients.

First and foremost, allow me to extend a formal apology to Mr. [redacted] and his staff for any annoyance our phone calls may have caused.  Our goal is to reach out to businesses that have had a recent tax lien filed to determine if their tax matter is being addressed and to see if our services...

could be beneficial.  It is not our goal to harass or otherwise disturb a business in any way.  We take the treatment of prospective clients very seriously and maintain ongoing training to ensure that our staff treats everyone they speak to with courtesy.  That said, if anyone ever feels that they have received calls from my office where my staff has not behaved with professionalism and courtesy, I encourage them to speak directly with me so I can address the matter properly with the right individual and so I can ensure our standards are being properly maintained.   To address Mr. [redacted]’s concerns I pulled our phone records to determine how often we reached out to him.  I was able to determine that we contacted his off 6 times over a period of approximately 35 days, and not daily as indicated.   Still, Mr. [redacted] indicated that he requested that he be placed on a Do Not Call list and our records indicate this to be true.  He was placed on our internal DNC list following the second call in March.  That Mr. [redacted]’s business was contacted after this was an oversight, as the physical sheet of paper with the business’ phone number was not shredded, even though the number was put in our system as a Do Not Call.   I am sincerely very sorry for this oversight. In regards to some of Mr. [redacted]’s other points, I do instruct my staff to ask to speak with an owner and to be cautious about revealing too much information to anyone other than the owner.  Even though it is public record, we are contacting businesses about a sensitive business matter regarding unpaid or assessed taxes.  It is not that my staff is attempting to be evasive or intimidate, but rather that we feel it is inappropriate to relay the details of a tax issue to just any employee.  Hanging up on Mr. [redacted], his staff or anyone else for that matter is entirely unacceptable and was reiterated in the very next meeting with all staff.   Furthermore, my staff knows unquestioningly that we are in no way affiliated with the IRS or any governmental agency and make no representation that we are.  We advise that we work for our clients, advocating on their behalf, with the necessary taxing authority to pursue the best possible outcome for our client.  I apologize if there was any confusion in that matter.  Our phone system is set up as a hunt group meaning that the phone number that shows up on a caller id might be in use by someone else in the office moments after someone hangs up a call, resulting in a busy signal if that number is called.   Our 1-800 number is the number we use for all incoming calls and we can always be reached this way.   Lastly, our reputation is of paramount importance.  We have worked hard to provide excellent services to our clients and to ensure we treat those we contact with respect and courtesy.  We feel that we have worked for and earned a sterling reputation in the industry and will strive to maintain it.  Nova has an A+ rating with the Revdex.com and we do endeavor to maintain the highest quality business practices.  Whenever possible, we do and will remedy our methods to continue to improve and maintain high standards of behavior for my staff. I will be reiterating the proper manner to communicate with any prospective client or call recipient with my entire sales staff.  The concerns brought to my attention by Mr. [redacted] will be addressed in detail in our training over the next several weeks, and reiterated in an ongoing basis.  Furthermore,  [redacted]’s phone number is now in our internal Do Not Call to prevent any future contact.  I again apologize for any inconvenience and wish Mr. [redacted] all the best moving forward.[redacted]

Complaint: [redacted]
We are rejecting this response because of the egregious nature of this incident. As can be found on the internet and as was apparent by the sophisticated nature that their campaign was carried out, this clearly was not an isolated incident as the company claims. We would like this incident recorded on Nova Financial Group's public Revdex.com record to reflect the damage done to us and so that other potential victims are aware of Nova Financial Group's predatory business practices.
[redacted]

I received the complaint email and immediately called the customer.  We had a nice conversation and he agreed after the call that the Revdex.com filing wasn't necessary and told me he was OK with removing the complaint.  The record's analyst he originally spoke with was reprimanded and I assumed...

this matter was closed.  Please let me know if you have any further questions.Regards,[redacted]

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,
Corey [redacted]

We at Heartland Tax Solutions were dismayed to learn of Mr. [redacted] dissatisfaction.  We immediately contacted Mr. [redacted] and remedied the situation as evidenced by Mr. [redacted] March 30th email to the Revdex.com: “Just wanted to reach out to you and let you know that The Heartland Group got...

right with me, and we worked out a very amicable plan for resolution.  There is no need to pursue this complaint any further, all aspects of the complaint were addressed quickly and professionally by The Heartland Group's senior staff.”    Heartland Tax Solutions remains dedicated to customer service.  Unfortunately, the Revdex.com was unwilling to comply with Mr. [redacted] request to remove the compliant.