- Report: #1018073
Report - Rebuttal - Arbitrate
Complaint Review: US Tax Shield, Intercard Payments, Inc| Ripoff Report Verified™ ..businesses you can trust. Commitment to customer satisfaction. Solving IRS and state tax liability problems. "Improved commitment to customer service excellence by ensuring we have dedicated enough personnel resources to each case. Installed a more rigorous set of checks and balances to ensure that all present and future clients are properly served throughout every step of the tax resolution process."
US TAX SHIELD17328 Ventura Blvd. Suite 169 Encino, California United States of America
US Tax Shield REVIEW: US Tax Shield's executive team and employees dedicated to complete satisfaction of clients. US Tax Shield's approach to business focuses on providing highest customer satisfaction in the industry. “Thousands of satisfied clients attest to high quality of service US Tax Shield provides.”
*UPDATE: US Tax Shield pledges commitment to improving operations by joining Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program. This program benefits consumers by increasing confidence when doing business with a member business. US Tax Shield is recognized by Ripoff Report Verified™ as a safe business service.
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EDitor’s UPDATE: Positive rating and recognition has been given to US Tax Shield for its commitment to excellence in customer service.
Ripoff Report's discussions with US Tax Shield have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. US Tax Shield listens carefully to client concerns and sees them as an opportunity to learn from mistakes and improve as a business.
Ripoff Report Verified™ . [continued below]....
The information provided in this report is based on comments made by Andy Klein and other Department Managers for U.S. Tax Shield in an interview held by a third party verification company with no biases toward U.S. Tax Shield.
U.S Tax Shield is a tax resolution service located in Woodland Hills, CA. According to their staff, their main service is “to obtain valid payment agreements with the IRS and other tax authorities for our clients, as well as file any missing tax return documents for them in our efforts to resolve their outstanding tax issues.” When asked about U.S. Tax Shield’s relationship with Intercard Payments, Inc., the representative replied that Intercard Payments is dba U.S. Tax Shield, meaning they are the same company.
The representative for U.S. Tax Shield states that their dedication to service sets them apart from their competition. “We go the extra mile to communicate directly with the IRS with the prospective client on the phone, so they can hear from the IRS about the specific problem.” The representative says this approach is different because most companies only rely on what the client says, whereas U.S. Tax Shield (USTS) verifies all relevant details in the beginning with the client and the IRS. This helps them avoid issues with both parties, since they are aware of multiple situations where the IRS has not provided their prospective client with comprehensive information about their specific tax issues. “Having the prospective client on the phone when we obtain the full story from the IRS helps to enhance our credibility in demonstrating to the prospective client that we intend to work for their best interests 100% of the time.”
The company acquires leads for services through standard advertising, such as television, radio, and internet/search engine ads. When potential clients call in, the phone operators are responsible for confirming that the prospect has a situation where the services of USTS would be appropriate, and if the initial screening is successful, the prospect is transferred to one of the salespeople who gathers information.
The client will most likely speak with several experts in the office throughout the life of their case, but USTS tries to maintain a single point-of-contact throughout the life of the case, while it is in their office. “Additionally, we start out with having a second call with the IRS and the client to again confirm the specific situation we need to resolve for our client; this helps us because the IRS, and many state-level tax authorities, are notorious for incorrectly documenting taxpayer issues.” USTS continues by obtaining power of attorney from the client so they can speak directly with tax authorities on the issues. If the client has an issue, they are encouraged to call their point-of-contact anytime throughout the process, and the USTS representative says they try to ensure calls never go to voicemail and the client always speaks with someone, even if they have to leave a message.
When questioned about their process for dealing with a complaint, the USTS representative stated, “We have a client services department which focuses solely on issues related to customer dissatisfaction. Their objective is to find out what went wrong, and to promptly fix the problem.” However, the representative made it clear that a primary challenge in their industry is working with customers who are typically ineffective at dealing with paperwork (such as not opening their mail, waiting for problems to go away, etc.) Because of this, the USTS representative states that many of the people who reach out to their firm believe they will not have to pay any taxes or penalties, and they are selective in what they hear. Most people are dissatisfied because they believe USTS will make the situation disappear without required payments to the tax authorities. “Most times, clients do not understand that our ability to resolve their tax issues is directly related to their financial ability to pay monies to the tax authorities.”
One such situation involved a client living in an upscale area of Manhattan; he had a high income that he supplemented with global speaking engagements. While the appropriate W2 deductions were made by his employer, he was not making personal quarterly tax payments on the significant income his speaking engagements brought in. “Once we were able to effectively communicate this necessary financial responsibility to our client, he was able to understand that our services are valuable to him and his family in many ways.”
To resolve such issues, USTS sets aside additional time to review the situation with the client again, discuss the communication they have had with the tax authorities, and help them understand the solution that has been applied to their situation. The USTS representative says that they typically resolve such complaints. To ensure better customer service, USTS began a training program for all customer service representatives (which includes a reference handbook); each representative must complete this training before they are allowed to speak with their first client.
There have been specific complaints on Ripoff Report by customers who claimed there was no progress on their case, despite their financial commitment to the services of USTS. When the USTS representative was asked about these complaints and what they were doing to resolve them, they replied that these instances have to do with gaps in communication. This difficulty is being resolved by the implementation of a policy requiring that every call is answered, instead of allowing it to go to voicemail. Then the issue is investigated by the appropriate point-of-contact, who follows up with the client. The USTS representative gave an example of a current client who has successfully fulfilled all their obligations, USTS has fulfilled everything, as well, and it is simply a matter of waiting on the IRS to respond so a payment plan can be implemented.
The USTS representative believes that they “do whatever it takes” to make things right for the consumer because, unlike their competitors, they do not require full payment before they address client issues; they simply begin working with the client and the IRS as soon as the client is approved for services. They often end up waiting to be paid long after the resolution. “We lead and manage the business with a hands-on approach. We remain intimately involved with nearly all client issues, and we make ourselves available to help our employees resolve any and all issues to the satisfaction of our clients.”
”Ripoff Report Program differentiate our service offerings from our competitors:
In regard to their participation in the Corporate Advocacy Business Remediation and Customer Satisfaction Program, the USTS representative said: “It is very important to us that we are able to participate in these programs to further differentiate our service offerings from our competitors, and to work toward having our firm identified as an industry leader. We want every taxpayer to be happy with our services at all points throughout the resolution process.”
US Tax Shield's management team has informed us that they consider all customer concerns as constructive criticism and use them as a tool to improve customer service. They stress that their clients are the face of their business, and therefore they know that customer satisfaction is of the utmost importance. US Tax Shield uses all feedback as a valuable tool to continually improve so that the experience of all present and future customers is strong, consistent, and positive.
One top executive of the company tells us how they respond to constructive feedback from customers: "We have improved our commitment to customer service excellence by ensuring we have dedicated enough personnel resources to each case. We have also installed a more rigorous set of checks and balances to ensure that all present and future clients are properly served throughout every step of the tax resolution process."
US TAX SHIELD / Statements from past clients
US Tax Shield boasts thousands of satisfied clients from across the United States. One past customer wrote in to say, "I wanted to take a few minutes to thank you for the very effective services that your company gave to me during a difficult time. As soon as I received a notice from the IRS stating that there were taxes owed from 2009, I became very nervous. US Tax Shield was referred to me by my sister and as soon as I called they were very thorough with my case. Everything they told me to do I did! They communicated bi weekly with me, and it only took 4 months to resolve my case. I would recommend US Tax Shield to any friend or family member if they ever needed IRS debt help."
Another client told US Tax Shield, "I have been very pleased with my experience with this company. They got me through a pretty tough time with my business. Business has been slow for the past couple of years and unfortunately I just couldn't cover the payroll taxes. When I contacted them I was scheduled to have a meeting with an IRS officer. They were able to handle the meeting for me and I didn't have to appear. Ultimately, my attorney was able to get my situation resolved and I'm happy to say that my business has picked up a bit. I can tell you that I sleep better at night now."
STATED IMPROVEMENTS FROM US TAX SHIELD
US Tax Shield recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities, and US Tax Shield treats them as such. With the feedback generated by Ripoff Report’s Investigation, US Tax Shield has made organizational changes that dedicates more resources to each case and ensures and a commitment to a great client experience.
In summary, after our investigation, which included discussions with the management team and many of past and current associates, Ripoff Report is convinced that US Tax Shield is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
US TAX SHIELD Intercard Payments Don't use them A+ rating? yeah right!! Encino, California
Hired US Tax Shield, 5 months ago to help with IRS tax balance as i owe over six figures to the IRS. I agreed to pay US Tax Shield $5900 to work on a solution with the IRS. To date I have paid over $4000 and there has been no progress on my case, i understand a resolution with IRS takes time but so far here has been my experience with this company.
Is it me or does it not sound completely reasonable to pay the amount i have to this point and expect something in return? Not one time during my five months have i spoke to an attorney, yet i do get a call every week for the past months from the company asking for more money. They continually tell me and make treats that if i don't pay more money they will stop working on my case, then i get a letter in the mail saying my case is suspended due to non-payment.
You don't even fill like a client with this company.
The only resolution offered so far was from someone at the company saying he is case manager and his suggestion was i pay at least half of my outstanding balance now and he will then create a monthly payment plan with the IRS for the remaining balance, zero reduction in penalties and interest... what a joke i could have done that myself. I am still hoping for a positive resolution as supposedly this company has good rating the BBB.
So far my experience with US Tax Shield has been quite concerning, they seem way more concerned with getting paid 100% then offering any solutions. I am hoping to revise this review in the future and my money spent has not been a total waste
This report was posted on Ripoff Report on 02/21/2013 01:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/US-TAX-SHIELD/Encino-California-91316/US-TAX-SHIELD-Intercard-Payments-Dont-use-them-A-rating-yeah-right-Encino-California-1018073. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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