The Tax People

Complaint[redacted] has not completed my tax return after three weeks and isn't responding to emails or phone calls in a timely manner.I hired [redacted] of The Tax People on March 15 to complete my tax return. I found his name on [redacted]'s [redacted] where he was offering a coupon for tax prep services. I did not buy a coupon because I wanted to meet him first. We met at his Durham office (4819 Emperor Blvd. #400). We went through the tax documents, discussed how the taxes should be processed, and talked about what other documents I needed to get to him. My husband had sold stock and it was not clear from the paperwork I provided whether or not taxes were withdrawn so I promised to get that to him. I also needed to do some research about some inherited land I sold. Plus, I needed to get daycare payment amounts to him. He thought he would be getting back to me in a day or two. Later that day I forwarded him the screen shot from my husband's s(tock sale with the tax withdrawal listed. On Wednesday, March 18 I sent him the information about the daycare. Some days days later he called (I believe March 23) to say we owed $22,000. I was surprised and asked if he had adjusted the return based on the new tax information from the stock sale I has sent. He indicated he had not, but would look for that email and update it. That day I also did more research about the inherited land (appraisal, terms of deed, etc.) and sent him an email about that. He indicated he received the information by email that day. On March 29 I sent a text asking if he had processed our return followed up by an email on April 1 and many phone calls. He returned my email on the 1st, but just described the screen shot from the stock sale, did not address the information about the land sale, and did not tell me the new amount due. I sent emails on April 2, 3, and 6 detailing how to finish my taxes. In the last email an phone calls, I have asked him to simply return my tax documents. I have not heard from him since April 1.Desired SettlementI want him to return all of my tax documents as soon as possible. He also has electronic copies of my past tax returns that I would like him to erase from his computer.Business Response /[redacted]/I do apologize for the delayed response, and understand the anxiety that tax season deadlines may bring. Please know that there is always an option to file for an extension allowing for submissions to be transmitted after the April 15th deadline without penalty. By way of explanation, we ran a pilot program this year allowing client's to prepay for their preparation fees (since we have flat rates). This resulted in a much heavier but appreciated response. With those purchases come a 24 hour turn around promise. That's not to say that your business is any less appreciated, it's more that the unexpected volume created a bottle neck which we previously had not experienced. As for your request. I am in the Raleigh office all week but can leave your documents at the front desk of the Durham office for your convenience. Keep in mind, the reception area leaves at 5pm. Although industry standard is to charge for the preparation (not the filing), I feel the best course of action would be to zero balance this file (no charges due) in the interest of goodwill .Personally, it's disappointing that we weren't able to provide the expected level of service for you. If you'd like, I can still file the extension for you (at no cost) which will take some of the pressure off while you search for another preparer. If you find that you are not comfortable with the other preparer(s) and should have a change of heart in doing business with us; we would love an opportunity to win you over.Your documents will be at the receptionist desk after 1pm today. Please let me know how you wish to proceed.Consumer Response /[redacted]/I appreciate the prompt response by The Tax People to my complaint and the issue has been resolved to my satisfaction.Final Consumer Response