ComplaintsforF & F Accounting & Tax Solutions, PLLC

• Initial Complaint

  02/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to F&F Accounting to do my 2020 taxes. I had a more complicated tax situation that I was used to and knew whoever I went to would be my tax person for three tax seasons at least. When I met ***************************************, he made it a point to let me know that they are a trustworthy company with great communication. After I sent *********** my tax information, I found out that my taxes were handed off to *******, who is another employee there. I was not too upset about it because ******* seemed to do a good job and was quick to answer any questions. After my taxes were filed and I paid them what was owed, it seemed like everything was done. I started getting *** statements in the mail around March of 2021 stating that they would put a lien on my property for taxes owed even though the *** cashed the check that I sent them for my Federal taxes I owed. I called ******* to see what I could do about it. ******* told me to hold off for another month to see if the ***'s slow system catches up. I received another *** statement April and then in May I received another one in the mail. I called ******* back really worried about my situation and he proceeded to tell me that he will send them a letter on my account. He didn't make me feel like I would have to pay for this in any way. He made me feel like he was trying to help me out. When I got another *** statement the next month, I called ******* but he had left the company and a new lady had taken over my taxes. She acted very overwhelmed taking on his case load and had to call me back the next week to see what I was even talking about. She ended up sending out a POA to the *** on my account. Again, nothing was mentioned about charging me anything for this and I thought she was just helping me. I got a statement in the mail from ***** for their "help" a couple of weeks later. I have attempted to call ******************** weekly if not twice a week and left a message for him since Dec 21 2021 to discuss this and have yet to talk.

  Business response

  02/17/2022

  The client has signed the attached engagement letter that clearly states that any additional work will be billed separately and is not included in the tax return preparation engagement. 

  
  The client asked us to prepare and file her 2020 **** tax return, we completed that, and she paid the preparation fee.  After that engagement was completed, she called us and asked for an explanation to her *** notice she received in the mail.  The notice was a request for payment on the return.   We told her that the *** is behind and the notices asking her to pay her tax **** would go away once the *** opened and processed their mail since that is the way she decided to pay her tax ****.  She calls back monthly and again we tell her we dont control the *** and just be patient or she could contact the *** herself and explain the situation to them. The client continued to call back monthly demanding that we take care of this issue for her, every time we explained to the client how she could take care of it herself and every time she declined that option.  We finally agreed to assist her, we prepared and filed the ***** of ******** and started working the case.  We reviewed transcripts,called the *** and wrote a letter on the clients behalf.  In January the *** updated their records to show the issue was resolved. 

  
  We had accrued $860 worth of billable time but decided to reduce the invoice to $375.  It should be noted that when I do an Initial consult, I always tell the prospect that returns are billed on a perform basis but consulting and representation work is billed on an hourly basis and the hourly rate is based on the specific person doing the work.  We have had two conversations with her, and she does not understand that I did not **** her when we told her what needed to be done or what she could do to solve her own problem.  To date she still refuses to pay the outstanding invoice.     
  

  Customer response

  02/18/2022

  
  Complaint: 16744404
  
  I am rejecting this response because:

  
  

  Yes, I signed the papers in the beginning and I understand that things were written out in some papers I signed, well before the issue had arisen, that I did not remember. I know they have us sign them to cover them when theydont communicate during the time that emergencies come up so they get their money without discussing it. I went to them because they were selling themselves as a **** ****** **** which made me feel like they would be great communicators with a heart of a teacher.

  
  

  I called the first time after two *** statements asking for adviceby a professional since I have never been in a situation like this in 40 years of life. ******* said wait a month and call him back if I get another one. I did what he asked of me. He never told me to call them myself or that he was charging me for it.

  
  

  ******* never once said it would be better for me to call. He was very patient and said he would call them and look into it. He never explained to me that I should call instead or else he would **** me. He acted as if he was helping me. I absolutely would have called the *** myself if that was the case. 

  
  

  They were billing me for work that I did not know about since I was under the impression that they were helping me. They didnt give me any updates until I called after I got another *** statement asking ******* what I should do next. He said to wait another month and call him if I got another one in the mail. When I did call him back, ******* was gone and another employee had taken my taxes over. I think ************************* and she is not employed there anymore, as well. She called me back a week later saying that I need to sign a paper and she will email it to me. I had no idea at the time what a PAO was or that I would be charged for it. Again, no communication. If it were communicated, I would have denied the help and called myself.

  
  

  I called multiple times to just have a conversation with Christopher ******* about this and he would never call me back. I in no way was a hard customer. I didnt even get upset until after two months of calling weekly asking him to call me back. He has no idea how the conversations went or what the context was. Hes making it sound like I was some nagging customer only trying to get free services but I was just trying let him know that communication goes a long way with people who havent used these services much before in their life. We could havefixed this if he was a human being that cared about others.  I finally gave up on talking to *********** and talked to someone in the front office on January 15th.  I cant remember her name but she was very patient and pleasant. She was really trying to help me and I appreciate her. I feel for her having to work the company he owns. I have not been withholding my payment. I have been waiting to have a discussion about it that he refused to have. 

  
  

  I do not appreciate how he is trying to make me sound like a vindictive stupid woman with nothing better to do than to pick on him. I truly believe that everyone should be paid for his or her work but I also believe that communication is very important when you are dealing with peoples lives.

  
  

  His response was VERY unsatisfactory and demeaning. He made it sound like I was being ridiculous the entire time and that was never the case. He made it sound like I was told multiple times that it would cost me but it never was once. He made it sound like I am an idiot and I feel like I should be treated better than that. I am smart enough to understand that I should be treated better than they did and that he is a terrible business owner and human. I feel like my time is very important and have spent an entire year on this matter and it has been pretty stressful. This company ONLY made it worse. I have been very patient and am done with the whole thing. I dont think I should have to pay them a thing and I need to find another company to work with.

  
  
  
  Sincerely,
  
  ***************************

  Business response

  02/23/2022

  This issue arose out of a lack of communication, and I apologize for not effectively clarifying all steps involved in a timely manner.  I was out of the office with COVID immediately after Christmas and was not able to return until late-January, which delayed my response.  We could have been more detailed with the offer and acceptance portion of our engagement, but I have resisted requesting a new signed engagement every time a current client calls and asks for help.  I ensure that our staff follow the same protocols; identifying and confirming the concern of the client, explaining the strategies and steps needed to resolve the problem,confirming whether they are following those steps or passing that task off to us, then performing those services for a reasonable fee.  I assure you that in the future I will do better communicating our engagement and pricing process. I did not charge for the initial conversation we had regarding your situation,reading the notices you sent, explaining the process, or giving advice.  We only invoiced for completing, processing and submitting the *** forms, pulling and reviewing your *** tax transcripts,and contacting the ***.  We invested more billable time than was invoiced, and I feel we were more than fair on the fee adjustments.  Even though we are a tax and accounting firm that represents clients in front of the ***, we do not have a direct line that can be used to quickly resolve issues.  We must spend hours on hold just like everyone else.  We cannot control the speed at which the *** processes their mail or information.  
  
  I understand your situation, and I am sorry that I was not able to provide you the service you expected.  We have served the ************* market for tax and accounting needs for 15 years and worked with over 10 thousand clients, and this is the first time that we have had to address a public complaint. 
  
  Again, I apologize for not being able to provide you the service you expected.
  
  
  

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