To Whom it May Concern;
my husband and I have both been repeat customers for the past 2 tax seasons at our Greeley, CO branch of Liberty Tax Services. Unfortunately this year, w hen we filed jointly, there was a tremendous oversight by an associate named Salina at the 11th Ave location. She neglected to submit my husbands tax information on the joint return. Unfortunately, no one at Liberty Tax Service caught the error. In fact, it was not until two and a half months later when I was notified by the financial aid office at my school that we would have to submit an Amended Tax Return that I became aware of the error. Consequently, I contacted Liberty Tax who advised that they would promptly correct the error. I spent my next lunch hour sitting with an individual named Shelly at the 10th St Liberty Tax Office in Greeley, CO. I was advised that all corrected documents would be in order upon my arrival. Instead, Shelly hadnt even started to correct my tax forms, and my entire hour was consumed listening to her repeatedly stating that the computer system was not working. This encounter eventually lead to another hour and a half of my time the following day, as when I departed from the office during this visit, I was advised she had made another error on the tax documents. She had failed to add in my student tax credits.
My husband Micheal and I returned the following day and spent an hour and a half with Shelly again. She was supposedly able to correct the federal tax form, and now stated we owed over $300.00 back to the IRS due to the error of Liberty Tax Service. However, once again she was not able to correct the error on our state form. That was a week and a half ago, thats a total of six business days. Shelly was supposed to correct the error and call us with in 2 business days. My husband has phoned back repeatedly and has been advised that the error is being researched.
Aside from t his being horrible customer service for a smaller tax company that has to use propaganda such as hiring employees to wave and dance in Statue of Liberty costumes outside, it is also creating a tremendous amount of financial concern for us. We want and need to get any fees back to the IRS. Shellys negligence in handling this promptly, as well as the neglect of the first employee to get her work quality checked, is absolutely unacceptable. It is nearly June and we are still dealing with this ongoing nightmare because the employees of Liberty Tax Service apparently do not take their jobs seriously. As we all know, dealing with the IRS is a very serious matter indeed. I am a reasonable person and I understand that clerical errors can be made. But the subsequent and ongoing negligence of this company to promptly correct an error that they are responsible for is appalling at best. We were told by Shelly during one of our two visits that any late fees accessed would be taken care of by Liberty Tax Service. This does not compensate my husband and I for the ongoing hassle, time, gas money, and concern this has caused us. Please promptly address this issue before we are forced to pursue legal action. The Better Business Bureau as well as the Greeley Tribune will be simultaneously receiving this same letter. Unfortunately, although we were given a coupon to have our taxes done free of charge next year, I assure you that Liberty Tax Service will be the last place we would ever use again. I assure you additionally that I will let as many people in the community of Greeley know about your ineptness as a business. The demonstration of inaccuracy and lack of professionalism overall distinguishes your business for what it is; a poor quality equivalent of a fast food service for taxes. Unfortunately the IRS is far worse than a bad case of heartburn.