2 /5 Erica Yeager-Lombard: It breaks my heart to have to give a less than 5 stars today. I have been a loyal customer since 2012... up until this 2022-2023 tax season. I give my personal accountant 100 million stars for the positive impact she has had on my family and I over the past 10+ years. The receptionist on the other hand... she is the reason I have taken my business elsewhere.
Combative, deceptive, and condescending are just three adjectives that describe my encounter with the receptionist today via phone call. I can understand that tax season can put things "behind" but when a customer submits all documents two weeks prior to the due date, they should not be told they are filing "late". Since, thankfully I do not owe, I am aware that I would not receive a late filing penalty by the government (provided I file prior to October 2023). For that I was willing to be patient. However, the curt receptionist initially informed me that since they will be filing an extension that I would have to pay a late filing fee of $100.00! As a loyal customer of over 10 years, of course I found that both shocking and appalling. I advised that I should not be penalized as I had submitted my documents well in advance. Fact is, I submitted my documents more than 2 weeks ago and never received a confirmation email or phone call. I only knew that my taxes werent being done because I called in several times and left a voicemail.
Rude Receptionist offers to ask "Mrs. Venable" if the $100 file extension fee could be waived and to call me back with an answer in an hour. I agreed. An hour passes- I decide to call back to check on the status. Receptionist recognizes my number and answers on the 2nd ring.
Receptionist says " I spoke to the owner and if I dont collect the $100 deposit, then I will LOSE MY JOB!".
I said - "Wait a minute- you never said the $100.00 was a deposit and would be allocated in good faith toward my return filing cost. I would have paid that with no problems!"
Receptionist scoffs, " well... YOU got upset with me and would not allow me to explain!"
I replied- "You did not communicate that very affectively. As the customer I perceived that $100.00 as a penalty for the accounting firm running behind (which is no fault of my own)... if you had advised that the..." she cut me off and began to talk over me.
"Maam, I have talked to over 1,000 people about this and YOU are the ONLY one to give me troubles about it!....Listen, the phone is ringing off the hook- are we gonna do this or what?!"
I then asked how long I had to make the decision to pay.
" You have until Monday!" Receptionist snapped.
I then said... " You know what- I need some time to think" and I hung up.
I refused to do business with this company today due to the disrespect and disregard I felt from this woman. We all go through hard times, but there is ZERO excuse for making a customer feel un-valued- Or- for changing your story and making the customer feel like it is their fault for your awful miscommunication.
Sad to say-H&R Block got my business today instead... I really do love my accountant and would prefer to support a local business versus a large corporation. Customer service and customer satisfaction are extremely important. Do yourself a favor- go file where you feel like a priority and not like you are on the back-burner. Not sure what has gotten into people these days. Oh well- cest la vie!
