ComplaintsforRBI Services

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband used RBI Services/********************* for the past 7 years to do all of his books. From bookkeeping, invoicing, payroll, taxes and more. He purchased a business that ***** was doing books prior for and since it seemed like a good idea he kept him on to keep doing everything. Years past and he noticed that things started to fall through the cracks with *****, So in November 2022 we took our books over to find a mess!!!! There was customers that were not invoiced for months, customers not charged, accounts that are not correct in the system and more. As we started to fix things more things would hit our desk! The ************************ started to send us notices from 2019 that we owed over *****. My husband had got this notice before and gave it to ***** and ***** would say he would take care of it or it was taken care of. In December 2022 we got another notice from the ************************ that now for 2020 we owed *****. We hired a True certified CPA and they do not even understand what he had done. Yesterday January 23, 2022 we got another notice from the *** saying we owe $41,000!!!!!! Unbelievable!!! Turns out in 2018 ***** paid our FUTA taxes late, so our tax percent went from ****% to ****%. ***** never checked on this and still ran our QuickBooks with the ****% rate for 2019,2020,2021,2022. He never did his job to check the rate or to investigate why we were getting these notices. We paid him to do a job and his last words to us is he stands behind his work!!!!!! We owe over ****** in interest and fines because of this!!

  Business response

  01/30/2023

  This hyperbolic tone of this complaint comes from a former employee of RBI Services.

  
  The accusation about customers not being invoiced is erroneous.  For nearly seven years, the owner of Lawn and Landscape, *******************, visited the office virtually every week to review the accounting.  RBI and ************ would review the accounting of Lawn and Landscape including the billing for the company.  When ************* made the decision to terminate the accounting services with RBI Services in October, all accounts receivable had been charged and paid when the records were released.  No grievances were aired with RBI Services until January, several months after the service was terminated and coincidentally the same amount of time of the complaint. 

  
  The complaint about the **** taxes being paid in a dilatory manner is imprecise.   We have records that can substantiate that these taxes were paid in a timely manner to the Federal Government.

  
  The issue about the past due fees and penalties can be traced to the dilapidated service and system that makes up the ******** Employment Commission.  The *** was informed by ***** Tax and Accounting (the predecessor to RBI Services) that a business sale transaction had taken place and that the mailing address should reflect the sale.  In 2018, 2019, and 2020, an address change was submitted to the ***, each time with the same address information as to what was shared when the business was sold.  Each time, the *** assured RBI that the problem was resolved. When COVID impacted all phases of life, the ***s issues became obvious.  Communication, if you were fortunate enough to speak with a representative, was difficult and the issue has not been resolved.

  
  RBI Services will continue to work with the *** to resolve this issue.  In the meantime, to circumvent any further accrual of fees, RBI will cover the bill that Lawn and Landscape with the understanding that any corrections by the *** will be returned to RBI Services.

  
  RBI Services has helped multiple companies, including Lawn and Landscape/Mohawks, achieve business growth and success and we do stand behind our work.  While we were proud to help Lawn and Landscape/Mohawks achieve success over a seven-year period, it became apparent that it was time to dissolve the relationship and to avoid any further trifling disagreements.

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I read the response I was disappointed with the lack of respect and understanding coming from *****. I am ashamed to say that I did work for them for about 5 months. Within those five months I did see a lack of care in operations and voiced those opinions with my husband on how I felt that the office in a whole was filled with people with no prior training and lots of errors going on.(My husband had also noticed for the past few years the decline of *****'s work) We decided after I left to start the process of pulling all of our stuff out of RBI Services/***** Accounting. (We dissolved the relationship)

  I want to make something perfectly clear, there are no accusations of customers not being invoiced or billed, those are true facts that can be supported by customers that will confirm this. As for the fact of ******************* coming to the office every Monday that is a fact. But he never saw his QuickBooks, worked in his QuickBooks or even had a password or copy of his QuickBooks. This was solely taken care of by *********************. ***** would show up to give him bills, invoices and payroll. ***** was being paid to take care of his books, taxes and payroll completely. 

  As for sharing grievances with RBI, We received our books in November. As we worked through the QuickBooks account we started to see the damages that were done and worked to resolve issues with customers that ***** had caused. We absorbed the losses and have credit customers to save our relationship with them because of the errors he made. 

  The ***/940/941 issues were a direct cause of ***** not doing his job and checking every year what the rate was. I have spoken to *********************** and her response is that when accountants/book keepers do not get the rate they call her every year to make sure their clients rates are correct. ***** clearly did not do his due diligence to make sure our rate was correct.

  We are still finding issues with 940s as of today 2/2/2023, there was a payment in 2020 the third quarter that was processed and put on the wrong account, now we owe $5021.36, another mistake! 

  According to the *** they have no information of ***** ever notifying them at anytime for an address charge, or rate change, or any information that was pertaining to our account.

  While we appreciate RBI Services/***** Accounting for taking responsibility for the $41,220.68 to the ***. There is still over $15,000 that is owe to the *** for the 940/941 errors. ***** had sent an email stating that he was going to contact the *** to work on this, but we have not heard anything about that and he has not responded to the email that was sent  1/31/2022.

  While I can understand a company trying to save face, what I do not agree with is a company providing inaccurate information and trying to make the customer out as a disgruntle past employee. This is way beyond that! 

  Although my initial complaint is direct to the point, it was fueled by a demand to pay from the *** for $41,220.68. Any business owner/person would be extremely upset and would want answers. Trust me when I say ***** and I just want these issues resolved and paid so we do not have to deal with RBI Services/***** Accounting.  

  To resolve this issue completely we would need the 940/941 and any other tax/payroll issues corrected/paid.

   

   

   

   

   

  
  Regards,
  
  *******************
  
  
  
  

  
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a late 2020 return with ********************* at RBI Services and not only was the information pertaining to my business emailed in advance but I also appeared in person for a meeting to bring additional documents and to go over all of the details of my personal and business affairs. The business that I am referring to was discussed in depth in that meeting so to my surprise, when I was preparing for my 2021 return to be filed, I discovered it was not appearing on the copy of the return uploaded to the *** client system. I thought that maybe the wrong copy was uploaded so I reached out to ************** via phone twice before emailing on August 30, 2022 to see if this was an error or if he erased what was discussed at our meeting somehow. He responded and stated that if it was, he could amend it. I then emailed to see if he even checked to see his records to see whether or not there was a definite mistake in the filing or the document uploaded for me (which should match but I just didn't think it was possible after an entire meeting discussing it). I informed him that amendments were taking more than 4 months to process and I was concerned about having to pay additional penalties for his mistake. I received no response to that email or the following or any calls to his office or cell.On September 8,2022 I emailed again and received a response stating, "******* we are swamped right now and have many people asking questions on many different levels. I will look into the issue and do what is needed to fix it, but you have to give me some time to research it.". Since that email, I have not received any further email responses or phone calls to answer my questions or amend my return. I ended up having to pay another company to amend it. His lack of professionalism and care is appalling.

  Business response

  12/06/2022

  ****************************************** did meet with ********************* to have multiple tax returns prepared, both personal and business.  While ****************************** does state that she spoke about the business that is at the root of this issue, ***** does not recall the conversation.  There was an email exchange between the two parties .  There was also multiple attempts to reach ******************************* by phone but those were unsuccessful because her voicemail did not have the capacity to leave messages.  On September 9th,******************************* did email ***** indicating she would most likely be using a different tax preparer. (see attached email)  At that time, she cut off communication with ***********
  
  RBI handles over **** tax returns for clients and each of those returns are important to us.  They will each receive the needed attention that is required to complete a successful return.  To do this though, it does take time.  Our system is to use the first client in,first client out approach.  ***** did have other returns in line before *******************************. 
  
  While we are sorry that ******************************* was not satisfied with the speed of her return, we did want to resolve the issue but she choose a different option. 
  
  RBI is prepared to refund all tax preparation fees that she paid to us for the 2020 tax returns.  A check will be mailed by 12/15/22 provided to the address provided.  With this check, we will consider this matter closed.
  

  Customer response

  12/06/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  This is completely false. The information was provided via email (prior tax return as he requested so he could see how the business was filed). I brought additional documents to the office during the meeting and went over the numbers for the business. I don't believe I was called but if that was the case, there were no responses to my numerous emails pertaining to resolving the mistake so of course, I had to find and pay someone else. There is no reason I should have to wait 3 months or more for him to "get to me". His calendar shows online and there were numerous openings.
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution suffices. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ******************************************
  
  
  
  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contracted to prepare my state and federal tax returns for 2021. I received a form after the initial filing so they did have to do an amended return. Amended return they provided me online showed software errors. After multiple phone calls emails, I was assured that it had been taken care of and properly filed. They’re most current Upload on their portal still suggests software errors and seems to clearly state that I am responsible for quarterly taxes. I never ever requested quarterly taxes. They do not return phone calls or respond to emails And if they do it takes days. I’ve NEVER received a printed copy of ANY filing much less the final filings. My tax payments totaling $**** came out of my checking account ELECTRONICALLY as expected and I just received a PAPER check for $****** from the ************ ** ******** marked “2021 tax year”. I have emailed called and left messages with no response. Now I not only question their professionalism but the integrity of actual filings on my behalf… I apparently NEVER SAW. In the past I questioned the quarterly taxes and was told it had been taken care of. I received nothing actually showing that happened. When I asked about the software errors on portal uploaded returns I was told that “Chris hasn’t figured out how to keep that page from printing”. I am both furious and nervous. I can provide numerous emails and texts as well as the many many pages they have uploaded to their portal but it’s certainly more than 5 MB. My taxes this year are being withheld from a state pension so no need for quarterlies.

  Business response

  05/07/2022

  In response to the BBB Case ******** filed by ******* ********* against RBI Services, RBI Services would like to respond as follows.
  
  On February 4th, 2022, Ms. ********* did have her original tax filed.  When it became apparent that Ms. ********* did not have all of her tax documents at the time of the original filing, an amendment was filed on February 12th, 2022. 
  
  Ms. ********* did contact RBI Services several times about her concerns.  The first concern about the software issue is due to a new program did use this year.  We were not aware at the time that we purchased the software that the program would not allow for the state estimated tax form to be printed.  That is being addressed with a change back to the old software that RBI has successfully used in the past.
  
  The second issue that Ms. ********* brings up I researched.  While she did not hear from Chris, the head of the accounting department at RBI Services, she did receive several calls from our office manager, Karen.  Karen did advise me that she spoke with Ms. ********* several times and that she felt like Ms. *********** concerns about the quarterly tax payments were addressed.
  
  The third issue that Ms. ********* writes about concerning the quarterly tax payments were addressed on the tax return.  The return is marked that if a quarterly payment option was needed, Ms. ********* would need to mail a check.  If a bank withdrawal was set up, the box would indicate that an EFT payment was in place.
  
  Finally, RBI will be sending via Certified Mail, Ms. *********** initial tax return and her amendment documents.  These documents will be mailed no later than Tuesday, May 10th.
  
  While we apologize for any frustration that Ms. ********* may have felt, we know that we did handle any issues that did appear with the professional diligence required for all our clients.
  
  If there are any further concerns, Ms. ********* may contact Jimmy C****, President of RBI Services.

  Business response

  05/31/2022

  This message is in regard to a complaint ******** filed by ******* *********.
  
  The complaint about the “unprofessional” presentation of how a copy of the tax returns can be explained that a large majority (more than 90%) of our clients receive their email return via our secure portal online so that they can keep a copy of the tax return on their computer.  Those who do request a paper copy either receive them while in the office or they will pick them up at a later date.  Since Ms. ********* requested a copy of her return, we did not wish to further inconvenience her by having her drive back to our office which is a considerable distance.  Instead, we chose to send the return, via certified mail in an envelope that could not hold one of our presentation folders.  We are sorry if that did not meet her expectations, but our goal was to get the requested information to her in the most convenient way possible.
  
  Speaking with Mr. S**** about the estimates, he did advise that this was discussed during her visit for the in-person tax return and that the estimates would perhaps not be needed but that she should speak with her financial adviser.
  
  While it is a fact that the *** was closed due to an official holiday on April 15th, a fact that Mr. S**** freely shared with all clients.  RBI did pick April 14th for payments to be transferred allowing time if there were to be an issue rather than waiting until the last moment to send the payment on April 18th.
  
  As far as the financial adviser being appalled, he is my personal adviser as well and I have an excellent working relationship with him.  If he has concerns, I will address them with him.
  
  
  As far as the resolution is concerned.
  
   While it was never stated the software was unreliable, it has been one of the standards in the field for decades, it did have a glitch that we have addressed.  Ms. *********** return was properly and professionally prepared, despite her misgivings.
  The check that was received by Ms. ********* is most likely an adjustment that was generated at the state level.  The is a common occurrence and a letter explaining why the check was generated would have been sent, separately, from the check.  If Ms. ********* does not recall this letter or did not receive the letter, then we would advise her to call the ******** ********** ** ********.
  RBI will state that having done 1500 tax returns this year and having been in business as either S**** Tax & Accounting or RBI Services for 10 years, our tax return clients are well taken care of and highly satisfied with their service and outcome. It appears that anything short of refunding Ms. ********* her $***, will leave her dissatisfied so we will return her payment and consider that matter to be settled.
  
  
  Sincerely
  
  Jimmy C****
  President

  Customer response

  06/13/2022

  
  Good morning,
  This message is in regard to my complaint submitted against RBI Services.  Complaint assigned ID 17138747.
  
  I did receive copies of my tax returns as requested. They were sent certified restricted delivery and simply paper clipped together. Not a professional presentation but at least they were provided in a printed format for the first time.
  
  The supporting pdfs attached and sent to the BBB were all created from the returns RBI provided by certified mail in May 2022. There is even a coupon to mail my 2021 payment for $**** to the state of Virginia… This is part of the amended, electronically filed submission. There’s even a supporting documentation showing that the payments were set to come out electronically… Both the original and the amended payments! See page 7 of the amended PDF. See page 1 and 2 of the original filing PDF. It shows clearly that direct debits had been already set up. I find it hard to believe they even looked at the returns prior to submission.
  
  The message provided to the Better Business Bureau by RBI states that I spoke with Karen (S****) the office manager several times regarding, questioning, upcoming quarterly payments and that it had been addressed. I talked to the office manager and in my opinion nothing was addressed by Chris S**** himself who is the preparer. I asked that Chris S****, the preparer, provide specifically in writing showing I was not responsible for quarterly payments, as clearly shown on my return. Chris and I never truly discussed my anticipated income for 2022. It will not at all reflect 2021. In fact the major taxes due for 2021 were because I moved a 401(k) to an IRA.
  
  As nothing more than a comment… but additional unprofessionalism in my opinion, when I met with Chris S**** 1 February, 2022, I was advised that state in federal were both due April 15, 2022. He advised and set all payments up to be electronically transferred April 14, 2022. As a fact, *** tax day was not until April 18, 2022 and the state taxes weren’t due until May! 
  I did not pick Chris S**** out of the Yellow Pages…I was referred specifically to Chris S**** by my financial planner of 10+ years. I have updated him on the entire situation and he is as appalled as I am. 
  
  I need to update to my requests for resolution…
  RBI Services states in their reply that they were using new, apparently unreliable software, when they filed at least my original return. They say they changed back to their old software but I’m not sure if that was before my amended return?
  I did not specifically request an explanation for the tax refund check I received. Although I uploaded a photo of the refund check and questions, RBI services neglected to make any mention of it… If my taxes were properly, professionally, prepared why would Virginia, after receiving payments of $**** AND $***, $**** total as RBI Services return indicated and electronically filed? The check clearly states “2021 Tax Year” refund check for $******. 
  At this point I’m sure I’ve spent more time dealing with my return then they did. I also would be much more confident had I prepared it myself. Given the supporting documentation showing that the payments were set to come out electronically While still providing a coupon to mail the payment to the state for $****, Both the original and the amended amounts! I find it hard to believe they even looked at the returns prior to submission. I had had no plans to ask for a refund however, using untested software, apparent lack of review prior to submission, and unprofessionalism in general, I respectfully request a refund of $*** that I paid them. 
  
  I’m 65 years old and have never ever help I need to make any type of complaint with the BBB. I truly appreciate your assistance in this matter.
  Sincerely, ******* *********

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