I just wrote an email to all of the employees at TaxMasters that I have encountered so far. I will copy the contents of the email for your review:
To: firstname.lastname@example.org; 'Marc.Twyman@txmstr.com; Aaron.Sinclair@txmstr.com; email@example.com; Alvina.Hightower@txmstr.com; firstname.lastname@example.org; Harry.Merrill@txmstr.com; email@example.com
Dear TaxMasters Employees,
I am writing to express my extreme disappointment with my TaxMasters experience and to outline the beginning of my actions to remedy the situation. All of you receiving this email have either spoken with me on the phone, received or exchanged emails with me, received a cc of related email correspondence or received a voice mail from me.
Let me refresh your memory of the situation. I made an inquiry about tax assistance on 2/18/09. Wole Adegbenro followed up promptly and we discussed the possibility of working together. Wole continued to follow up for several weeks. I was too busy to address the issue. Marc Twyman followed up in early March. We exchanged emails on Friday, 3/6/09 and engaged in a phone call later that day. During that phone call, I agreed to engage TaxMasters for help with my tax situation. I was given a verbal price of $2850 for the work to be done. My credit card was charged the full amount. I was faxed the TaxMasters contract, which I received that evening. I reviewed the faxed contract carefully, and was not willing to agree to all of the terms. I decided not to sign and return the contract and chose to find a local provider to help me with my tax issues.
On Monday, 3/9/09, I called Marc and explained my decision. My credit card was not reimbursed promptly, so I called again and was directed to Aaron Sinclair. Aaron requested that I submit my cancellation request in writing to Kacey Perry on 3/11/09, which I did on 3/11/09. I received an additional email from Alvina Hightower on 3/11/09, requesting that I submit my cancellation request in writing. I again submitted a request in writing (on 3/12/09). Alvina directed me to contact the legal department for better assistance with my refund. I contacted the legal department and eventually received a response from Harry Merill on 3/13/09. I was told to contact Dewayne Logan. I have left several voice mails for Dewayne beginning on 3/13/09. I have never received a response. I have received no further emails from anyone at TaxMasters since 3/13/09. I have left voice mails for several of you since 3/13/09 and none of you have responded.
I checked today with my credit card company and find that you still have not reimbursed me more than 30 days after the original charge was made.
I have been polite and professional in all of my conversations and correspondence. I have been treated politely by all TaxMasters employees to date, but I have to express to you that this is the most unprofessional experience I have had with a business in a long time. I have very negative feelings about your company and I'm thankful that I did not engage you to handle my tax situation. The refund could have and should have been handled promptly with a minimum of communication required on my part. Instead, it has cost me a great deal of time and energy.
I have given you ample time to resolve this professionally.
My first action against you was taken this afternoon. I filed a dispute with my credit card company.
My next actions will be to contact and file complaints with the appropriate BBBs in Oregon and in Texas.
I will follow up that action with complaints to the IRS and California Franchise Tax Board.
If the situation is not financially resolved to my satisfaction promptly, I will have my attorney address the situation aggressively.