• Report: #375163

Complaint Review: Rapid Filing Services - Priortax.com

  • Submitted: Mon, September 22, 2008
  • Updated: Mon, July 16, 2012

  • Reported By:Everett Washington
Rapid Filing Services - Priortax.com
6929 Queens Blvd., 2nd Floor Woodside, New York United States of America

PriorTax.com REVIEW: Prior Tax is committed to customer satisfaction, PriorTax has increased its customer service staff and boosted its representatives' grasp of both the tax code and of the periodical changes made to it by the government to ensure that its clients receive the best possible advice and service Woodside New York
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a Verified Safe Business service Prior Tax.com pledges to always resolve any issues that arise with its service. You can feel safe, confident & secure when doing business with PriorTax.com, Internet

*UPDATE Employee: No Issues with Phone System Found

*REBUTTAL Owner of company: We do have service representatives

*Consumer Comment: rapditax does NOT have customer service phone representatives

*REBUTTAL Owner of company: Sarah, we don't think you are a real customer.

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Rip-off Report REVIEW:

Editors UPDATE: Positive rating and recognition has been given to PriorTax.com for its commitment to excellence in customer service.

Rip-off Reports discussions with PriorTax.com revealed 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. Prior Tax.com listens carefully to its clients' concerns and sees them as an opportunity to learn from possible mistakes on the company's part, and become more efficient as a company in the services offered and the support for those services. Not too many companies will make this kind of statement.

PriorTax.coms CEO, Dr. Willem Veldhuyzen, has informed us that his personal philosophy is that his clients come first. Dr. Veldhuyzen feels that in order for him to be successful in business, it is critical to listen to his clients and respond promptly and properly to their grievances. By always putting his customers first, Dr. Veldhuyzen hopes to maintain Prior Tax as a successful enterprise both now and for many years to come.

The customer service manager of the company told us that Dr. Veldhuyzen's business philosophy is based on the premise that "PriorTax.com understands that the success of its business depends on excellence in customer service and in the precise attention it pays to client needs. Prior Tax.com's mission statement says it all: "Our goal is to assist our customers with the highest standard of professional excellence in the tax industry." Some of the other things Rip-off Report learned in the course of its investigation: typical customer feedback reads: PriorTax.com (and Dr. Veldhuyzen) truly operate their business in the most ethical manner. We are very pleased with the responsiveness that he and his employees have shown us. They are serious in honoring their commitments and deliver on all their promises."

The PriorTax team have expressed that they feel very confident doing their job. The customer service manager at PriorTax stated "Dr. Veldhuyzen pays close, personal attention to the interaction between his clients and his staff. He is quick to provide the necessary guidance to his staff in the way they deal with customer concerns. Oftentimes the customers themselves have very positive things to say about the company in the way their concerns have been addressed.

PriorTax.com also takes employee satisfaction very seriously. Employee feedback and surveys reveal comments such as this: "Prior Tax provides a very positive work environment. Suggestions for improvements to the site and the company at large are encouraged and supported. Dr. Veldhuyzen values each of our contributions to his company and is committed to providing growth opportunities for us. He takes the time to communicate and listens to all his employees." Rip-off Report was pleased to learn that PriorTax.coms past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.

PriorTax 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. With the feedback generated by Rip-off Reports Investigation Priortax.com has made organizational changes allowing its employees a more balanced approach to problem resolution and a commitment to a greater client experience.

In summary, after our investigation, which included discussions with Dr. Veldhuyzen and many of his past and current associates, Rip-off Report is convinced that PriorTax.com is committed to total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.

Read about Rip-off 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. this program works.

SPECIAL NOTE ABOUT THE ONE REPORT THAT WAS FILED ABOUT PriorTax.com:

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Rip-off Report to contact every person who filed a complaint so they can make things right with them. In order to confirm that complaints were resolved, Ripoff Report emailed the authors of each report about Priortax.com.

===================== NOW TO THE ORIGINAL REPORT THAT WAS FILED

===================== Rapid Filing Services - Priortax.com PRIORTAX.COM - SCAM - UNRESPONSIVE - WASTE OF MONEY!! Woodside New York

This company advertises that you can process your past year taxes on their website at no charge. Then you pay when you've completed them. What happens is when you compete the return, you send it to them, with your payment online. Then they are supposed to send you your forms within 48 hours. Well 48 hours ago was on July 8th. Still haven't received them. Tried to call them, use online customer care chat, and no good. Unresponsive, all automated. They are a scam, and will steal your money. I have yet to get my money back!!! You are better off paying a CPA to do your return.

Sarah Everett, Washington
U.S.A.

This report was posted on Ripoff Report on 09/22/2008 06:57 PM and is a permanent record located here: http://www.ripoffreport.com/r/Rapid-Filing-Services-Priortaxcom/Woodside-New-York-11377/PriorTaxcom-REVIEW-Prior-Tax-is-committed-to-customer-satisfaction-PriorTax-has-increas-375163. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
0Author 2Consumer 2Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

No Issues with Phone System Found

AUTHOR: Rick - (United States of America)

Hello Jason,

Our average hold time during the tax season (Jan - April) is 3.5 minutes. I looked up the reports at our call center for the dates you mentioned above and our records do not indicate any issues. In fact, the average hold time for a customer was only 1.2 minutes.

If you wish, please reply with the phone number you were attempting to call from and I'll look into this further. 

We are one of the few online tax preparation companies that provide phone support without having to purchase an additional package, nor do we charge our callers by the minute or the hour for tax advice.

Whether you are a current customer, or simply a taxpayer in need of advice, I invite you to contact our team at 877-289-7580 (10A-5P EST M-F).

Rick Singh
Director of Operations

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#2 REBUTTAL Owner of company

We do have service representatives

AUTHOR: Bill - (USA)

Dear Jason,

We do have representatives available to answer the phone, and they were certainly available on the dates you cited. Perhaps the voice prompts to reach a representative were not straight forward. If you may, please call us again 877-289-7580 and dial my extension 7001 at the voice prompt. If I am not available, please leave a message, and I'll make sure to discuss and take care of any issues that you may have had.

Regards,

Bill

General Manager

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#3 Consumer Comment

rapditax does NOT have customer service phone representatives

AUTHOR: Jason D - (U.S.A.)

Bill
General Manager,
You are completely false, your company does not EVER answer phone, I have tried calling rapidtax at 8772897580 M-F 9-5PM EST on 10 consecutive business days, and NOT ONCE have your customer service EVER answered the phone. You are misleading anyone who reads your post I have tried to call your "customer service" on the following dates in May 2009
5-12
5-11
5-7
5-4
5-5
5-1

You are horrible and should be ashamed of the way you treat "customers", my primary focus in 2009 will be to spread the word about how your business treats and neglects anyone who uses your "service", until you rectify how your customer service works, other must know the way you do "business" or lack thereof!

Jason
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#4 REBUTTAL Owner of company

Sarah, we don't think you are a real customer.

AUTHOR: Rapidtax.com - (U.S.A.)

First, there is no one by the name of Sarah in our database who submitted a tax return between June 2008 and September 2008 and resides in Everett, Washington. This report seems to have been written with the explicit purpose of defaming our company's name. If indeed an error has occurred, then we invite "Sarah" to call us at 877-289-7580 during our business hours (M-F 10 AM - 5 PM EST) and we will rectify the error and give a full refund.

She also makes a ridiculous and unfounded assertion that we steal people's money. We have served hundreds of thousands of clients and have received plenty of positive feedback. In case of an unintended error, we have rectified the error to the customer's satisfaction in every known instance. Customer satisfaction is always our top priority, and should any issues arise, we either resolve them satisfactorily and/or provide a full refund.

She says, "You are better off paying a CPA." A CPA will charge about $200 for these services. We offer the same services as a CPA which includes tax return review and preparation, automated error check, tax advice, phone support, and follow up service (changes/amendments). We do all that for less than $50 and you don't even have to leave home.

She also claims that our live chat and phone support is "unresponsive" and "all automated". That is absolutely false, as it is very easy to reach us during our off tax season business hours (M-F 10 AM - 5 PM EST), as posted on the support page of our web site. If Sarah is really a customer who did actually call us, she would have known to press option 2 then option 1 to reach a live customer service representative. So Sarah, if you are a real customer, then please call us at 877-289-7580 during our business hours (M-F 10 AM - 5 PM EST). Again, it is our policy that customer satisfaction is always our top priority, and should any issues arise, we either resolve them or give you a full refund.

Best Regards,
Bill
General Manager
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