• Report: #442722
Complaint Review:


  • Submitted: Fri, April 10, 2009
  • Updated: Mon, March 22, 2010

  • Reported By:Bend Oregon
900 Town & Country Lane Suite 400 Houston, Texas U.S.A.

TaxMasters Have not refunded my money despite no signed contract Houston Texas

*Author of original report: TaxMasters situation resolved

*General Comment: Update this if you can...

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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: dewayne.logan@txmstr.com; 'Marc.Twyman@txmstr.com; Aaron.Sinclair@txmstr.com; kacey.perry@txmstr.com; Alvina.Hightower@txmstr.com; beatriz.rodriguez@txmstr.com; Harry.Merrill@txmstr.com; wole.adegbenro@txmstr.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.


Bend, Oregon

This report was posted on Ripoff Report on 04/10/2009 08:01 PM and is a permanent record located here: http://www.ripoffreport.com/reports/taxmasters/houston-texas-77024/taxmasters-have-not-refunded-my-money-despite-no-signed-contract-houston-texas-442722. 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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Updates & Rebuttals

#1 Author of original report

TaxMasters situation resolved

AUTHOR: Steve - (U.S.A.)

Hello All,

So sorry it has taken me so long to provide the follow up / update.

In short:

1) My credit card company refunded the charge promptly after the 30 day wait period for filing a complaint.

2) After contacting the BBB in Texas, the BBB made an inquiry at TaxMasters about my situation.  Their inquiry prompted TaxMasters to provide a full refund.  I also received a very unhappy letter from TaxMasters, wondering why I involved the BBB so soon when they were "processing" my refund already.  I explained politely, one more time, that they had more than ample time to handle the situation and that their lack of responsiveness and lack of communication led me to contact the BBB.  After the refund from TaxMasters was made, the CC company reversed their initial refund.

During the time that I was actively working to solve this problem, I posted an accurate, polite history of my situation on the company owner's blog, asking for help to resolve my situation.  It was promptly deleted without explanation.  I received no email, phone call or letter from the owner, who claimed to take these matters seriously and ensure that customers are happy and satisfied.  Of course, all of the blog entries that could be viewed as "negative" were removed.  Only positive entries remained at the time.

I realize that there are likely customers that are happy with their TaxMasters experience.  I'm not one of them.  I have since solved my tax related issues all on my own, dealing directly with the state and federal tax organizations.  I found a local tax professional to help with preparing returns.  I now believe that it would have been a real challenge and very expensive in the end to use TaxMasters to solve my tax problem.  They may have been experts at running interference and negotiation, but I still would have had to do all of the filing work on my own.  In the end, I suspect that I spent less than half of what I would have, had I used TaxMasters.  Clearly this is just a guess.

Best of luck to all who are going through this.


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#2 General Comment

Update this if you can...



Nice post. I and I'm sure others would be curious as to how this turned out. Can you post an update?

As you know, I and many others went through a similar scenario. The amounts and reasons are a bit different, but, the general consensus is always the same.

Your response to them was well thought out and professional. Both things that can't be said about the company.

I went through a similar experience as well. I disputed the $550.00 deposit with my bank and they reversed it. They said they would investigate the issue with the company and see why they would not issue the refund as requested. I told them best of luck with that!

Thanks, and hope all is well!











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