Paid CPA full fee - Now not responding to emails or text

Andrey Y. · 2020-06-23T04:05:10-07:00

Before I write a more detailed post on this individual, I wanted to get some info from the experienced guys here.Up until now, I have been doing my own taxes. I figured, why not hire a CPA and outsource some of that time spent to a professional.I interviewed 3 CPAs, all from these forums. I ended up selecting the only guy without a profile pic, because he seemed like he knew what was going on and actually offered some suggestions on how to save on taxes (although later he refused to even discuss these suggestions).He prepared a draft of my return. He sent me an invoice but didn't ask me to make a payment. I went ahead and paid him the full $1100 early just to be nice, figuring it would be a nice gesture.I then sent him an email telling him the mortgage interest was incorrect, and here are the correct values. When I texted him this, he said "no we do not need to change anything, everything looks great!" It was at this point I realized he was not reading my emails, whether he was too busy or another reason.There are 3 sets of emails with no response. I simply am asking him - "when will my return be filed?" I did not make any demands. I simply want an answer to this simple question. I have now asked it by text and by email.This has been the first time I was working with a CPA to prepare my return, and I have to say, it has been a frustrating and frankly, very disappointing experience. There are 3 weeks until the filing deadline, and I can't even get a simple response to a question.I would be happy to get my money refunded, and give it to someone who is willing to answer his client's emails.Appreciate any guidance on this.

Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

@Jay Hinrichs @Brian Burke @Brian Adams @Ben Leybovich

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Lance LvovskyPro Member

Accountant · Fort Lauderdale, FL · Member since 2013 · 1k+ posts · 753 votes

6y

@Andrey Y.

If he is licensed, he has ethical responsibilities. We cannot withhold client information. Look him up on the state board of accountancy. I am sorry to hear you had a bad experience.

1 Reply

Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

Originally posted by @Lance Lvovsky:

@Andrey Y.

If he is licensed, he has ethical responsibilities. We cannot withhold client information. Look him up on the state board of accountancy. I am sorry to hear you had a bad experience.

That's good to hear.

After I look him up, is there a professional or licensing body I can report him to?

My main concerns now is to make sure my taxes are filed in a timely matter and that others won't be put into this situation in the future.

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Linda WeygantPro Member

Investor and CPA · Arvada, CO · Member since 2015 · 2k+ posts · 3k+ votes

6y

Unfortunately, a licensing board isn't going to care about crappy customer service. They will only care about malfeasance, major errors, ethical issues, etc.

While I will tell you that this tax season has been particularly vicious, and many pros work hard to triage their emails and other communications right now, this level of poor communication is very difficult to understand.

At this point, I'd give the person one more chance and if you still don't get any results, then dispute the charge on your card or with your bank, file an extension and then engage with one of the other pros you interviewed with.

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Linda WeygantPro Member

Investor and CPA · Arvada, CO · Member since 2015 · 2k+ posts · 3k+ votes

6y

I've also gone back and re-read your original post again. It's entirely possible that the mortgage interest reported on the draft tax return is correct and you are mistaken. The number of reasons why allowable mortgage interest may be different that what is reported on your 1098 is legion. I could rattle a dozen off the top of my head.

So try again - ask why your numbers are different.

I completely agree that the tax pro should have offered an explanation of why it's different if the figures shown are correct. So you've still got a communication issue.

But overall, it could be that you've got a perfect tax return and just need the confirmation of that one number.

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Eamonn McElroy

Accountant · Atlanta, GA · Member since 2015 · 1k+ posts · 1k+ votes

6y

@Andrey Y.

You got a bad apple, it happens.

Like Linda mentioned, state CPA licensing boards aren't going to care about poor customer service experiences. You're going to get more impact writing an online review.

FWIW, on another thread you mentioned you have nine K-1s from syndications. $1,100 for a return with that alone would be incredibly cheap. And that's not taking into consideration other activity, rentals owned directly, state returns, etc. I don't type this to incense things...rather to add context. Sometimes you get what you pay for, sometimes you don't.

Never trust a guy without a profile pic. Best of luck. : )

2 Reply

Jay HinrichsBusiness Member

Real Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes

6y

Originally posted by @Eamonn McElroy:

@Andrey Y.

You got a bad apple, it happens.

Like Linda mentioned, state CPA licensing boards aren't going to care about poor customer service experiences. You're going to get more impact writing an online review.

FWIW, on another thread you mentioned you have nine K-1s from syndications. $1,100 for a return with that alone would be incredibly cheap. And that's not taking into consideration other activity, rentals owned directly, state returns, etc. I don't type this to incense things...rather to add context. Sometimes you get what you pay for, sometimes you don't.

Never trust a guy without a profile pic. Best of luck. : )

Agreed no way a CPA that's for profit does work on 9 LLC multiple state filings etc etc for 1100.00 something is goofy here.

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2 Reply

Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

Originally posted by @Linda Weygant:

Unfortunately, a licensing board isn't going to care about crappy customer service. They will only care about malfeasance, major errors, ethical issues, etc.

While I will tell you that this tax season has been particularly vicious, and many pros work hard to triage their emails and other communications right now, this level of poor communication is very difficult to understand.

At this point, I'd give the person one more chance and if you still don't get any results, then dispute the charge on your card or with your bank, file an extension and then engage with one of the other pros you interviewed with.

Good points. At this point I will need to think about doing this presently.

No, I initially didn't have all the mortgage interest on my Excel files that I sent him. Two properties had some cash out refi's, so I was merely providing the updated correct numbers. I personally still do all my bookkeeping.

Viscious cycle or not, it doesn't make sense that a professional would not reply to a paying client. Even a one line email would suffice. I haven't even received that.

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Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

Originally posted by @Jay Hinrichs:

Originally posted by @Eamonn McElroy:

@Andrey Y.

You got a bad apple, it happens.

Like Linda mentioned, state CPA licensing boards aren't going to care about poor customer service experiences. You're going to get more impact writing an online review.

FWIW, on another thread you mentioned you have nine K-1s from syndications. $1,100 for a return with that alone would be incredibly cheap. And that's not taking into consideration other activity, rentals owned directly, state returns, etc. I don't type this to incense things...rather to add context. Sometimes you get what you pay for, sometimes you don't.

Never trust a guy without a profile pic. Best of luck. : )

Agreed no way a CPA that's for profit does work on 9 LLC multiple state filings etc etc for 1100.00 something is goofy here.

No Jay. Zero LLCs. All of those are simply individual K-1s. There is only one Federal return. And he charged me an extra $85 for a random excel file that took 5 minutes of his time.

Actually I talked with a bunch of CPAs and they said the $1100 is right in line with my situation, it's what most real estate CPAs would charge for my situation.

Whether it's $1100, $500, or $5000, I for the life of my cannot understand why I can't get a reply from a professional.

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Joe SplitrockPro Member

Moderator

Rental Property Investor · Sioux Falls, SD · Member since 2015 · 9k+ posts · 18k+ votes

6y

I see this kind of thing all the time, comments like "I sent three e-mails". My immediate response is always to tell someone to pick up the telephone and call. Verbal communication can resolve issues much faster and is way better as a way to answer questions, because it is a two way interaction. You mentioned no profile picture, but hopefully you had a Facetime or Zoom with the person before hiring them, so you could see them and talk to them.

As far as mortgage interest, the "cash out" portion of the refinance is not tax deductible against the property. Deductibility follows use. Say you took $100,000 out and used it to buy another property, the interest would be deducted against property #2, not the property you refinanced. If the "cash out" portion just sits in your bank account doing nothing, it is not deductible.

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Jai Reddy

Edmond, OK · Member since 2012 · 456 posts · 270 votes

6y

I hope its a delay in response from the CPA due to some event on his side. If he has an office location, I would call his office and hopefully get someone else's attention before the tax deadline.

1 Reply

Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

Originally posted by @Joe Splitrock:

I see this kind of thing all the time, comments like "I sent three e-mails". My immediate response is always to tell someone to pick up the telephone and call. Verbal communication can resolve issues much faster and is way better as a way to answer questions, because it is a two way interaction. You mentioned no profile picture, but hopefully you had a Facetime or Zoom with the person before hiring them, so you could see them and talk to them.

As far as mortgage interest, the "cash out" portion of the refinance is not tax deductible against the property. Deductibility follows use. Say you took $100,000 out and used it to buy another property, the interest would be deducted against property #2, not the property you refinanced. If the "cash out" portion just sits in your bank account doing nothing, it is not deductible.

I'm aware cash out portion is not taxable. I am just saying I had multiple 1098 forms for the same property.

To be clear, yes I do try to call as well.

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Brian Van Pelt

Specialist · Owings Mills, MD · Member since 2017 · 485 posts · 415 votes

6y

. eMail him that you are filing a complaint
. File a complaint
Check Page 14

https://cca.hawaii.gov/pvl/fil...

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Jairo Zapata

Chicago, IL · Member since 2020 · 59 posts · 19 votes

6y

@Andrey Y,

Hello,

one or two questions here. Did you have your taxes done remotely with this guy? Why would you not want to hire an accountant you can meet with face to face? I get the whole mortgage online and meeting at closing, but your taxes? That should the most transparent transaction and you should be able to read the expressions of the person you're dealing with so you know if they are ********ting you like this guy did.

REPORT HIM TO THE BBB. I hate the idea that he's got all of your personal information though and it's not responding back to you.

1 Reply

Michael PlaksPro Member

Tax Accountant / Enrolled Agent · Houston, TX · Member since 2014 · 5k+ posts · 6k+ votes

6y

Originally posted by @Andrey Y.:

For how long have you been trying to reach him? If he is a 1-man office, there could be many personal reasons. The guy could be down with Corona, for all we know.

And FWIW, your tone and complaints about something that should have "taken him 5 minutes" would give a pause to many other tax professionals who could be interested to take you as a client.

These days, any professional can be easily checked online for reputation, unless it's someone brand new. Lack of a profile picture is not a good sign.

2 Reply

Account Closed

Specialist · OverTheRainbow · Member since 2020 · 607 posts · 909 votes

6y

Originally posted by @Eamonn McElroy:

@Andrey Y.

You got a bad apple, it happens.

Like Linda mentioned, state CPA licensing boards aren't going to care about poor customer service experiences. You're going to get more impact writing an online review.

FWIW, on another thread you mentioned you have nine K-1s from syndications. $1,100 for a return with that alone would be incredibly cheap. And that's not taking into consideration other activity, rentals owned directly, state returns, etc. I don't type this to incense things...rather to add context. Sometimes you get what you pay for, sometimes you don't.

Never trust a guy without a profile pic. Best of luck. : )

He got what he wanted, your Social Security Number, all of your asset information, your payment, why would he now need you? Better call LifeLock and get things set up before he takes advantage of things. I'd also contact the IRS and put a hold on any tax refunds.

Or, are you pulling our legs?

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Matthew Irish-JonesBusiness Member

Real Estate Agent · Buffalo, NY · Member since 2017 · 2k+ posts · 2k+ votes

6y

@Andrey Y. Sounds like you got a **** CPA. Most CPA reply the same day.

I like to work with Boutique CPA business’s. That way I have an assigned CPA to my company but... it’s not a one man show in case someone gets sick or is on vacation I can still get an answer.

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Alice Huang

Investor · Austin, TX · Member since 2020 · 223 posts · 83 votes

6y

@Andrey Y.

Out of curiosity, how long has it been since:

1- you’ve paid him

2- initial contact

3- additional contacts

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Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

Originally posted by @Michael Plaks:

Originally posted by @Andrey Y.:

For how long have you been trying to reach him? If he is a 1-man office, there could be many personal reasons. The guy could be down with Corona, for all we know.

And FWIW, your tone and complaints about something that should have "taken him 5 minutes" would give a pause to many other tax professionals who could be interested to take you as a client.

These days, any professional can be easily checked online for reputation, unless it's someone brand new. Lack of a profile picture is not a good sign.

I'm not sure we can judge a tone through text. Respectfully, you don't know what service was provided or not provided. The dollar amount is not a relevant metric here either.

Billing extra not a big deal when you are working with a professional providing a minimal level of service and integrity.

This is why I paid the fee in full before being asked. That's just how I am.

Ignoring clients isn't cool. And neither is giving specific dates but not delivering on such dates.

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Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

Originally posted by @Matthew Irish-Jones:

@Andrey Y. Sounds like you got a **** CPA. Most CPA reply the same day.

I like to work with Boutique CPA business’s. That way I have an assigned CPA to my company but... it’s not a one man show in case someone gets sick or is on vacation I can still get an answer.

PM'd you.

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Andrey Y.

OP

Specialist · Honolulu, HI · Member since 2014 · 1k+ posts · 1k+ votes

6y

Originally posted by @Alice Huang:

@Andrey Y.

Out of curiosity, how long has it been since:

1- you’ve paid him

2- initial contact

3- additional contacts

Alice,

Initial contact ~6/1

Some excerpts from his message to me:

"I would be able to finish your return in short order, too."

"I value staying in touch throughout the year, and becoming a trusted advisor to the business"

.. the value I provide to clients through tax planning and business advisory exponentially exceeds my fees.

6/11 - Tax return draft sent to me, he asked follow up questions

6/11 - 6/15 - I sent a bunch of emails, no responses

6/15 - I submitted full payment

6/15 - he responds to my text that nothing needs to be changed on my return, even though I specifically sent corrected mortgage interest deductions (this is when I realized maybe my emails aren't being read /he's too busy)

6/22 - I politely ask when will return be submitted, he said he was on vacation all last week, but he would finalize return TODAY and submit to me

Since then, no word on tax return, no response to follow up emails and texts.

My expectations are:

Please respond to communications. Its totally okay to tell me I will do your return next week or in 10 days. Also, if someone gives a date they will do something, I would expect a professional to at least keep their word, even loosely.

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Michael PlaksPro Member

Tax Accountant / Enrolled Agent · Houston, TX · Member since 2014 · 5k+ posts · 6k+ votes

6y

Originally posted by @Andrey Y.:

My expectations are:

Please respond to communications. Its totally okay to tell me I will do your return next week or in 10 days. Also, if someone gives a date they will do something, I would expect a professional to at least keep their word, even loosely.

Your expectations sound good, but your complaints are unreasonable given the 3-week timeline you shared. I was under an impression you were talking about 3 months, not 3 weeks. Besides, as one my colleagues pointed out earlier, your return may not need any corrections even with the revised mortgage interest. Which is what your CPA stated, as well.

Maybe your tax return is correct as is, and he did not get around to explaining why it is correct. Maybe the return needs corrections, and he has not done them yet. Either way, his customer service is not spectacular, but neither is it as atrocious as you painted it.

"Patience is a bitter plant, but its fruit is sweet." (Chinese proverb)

1 Reply

Mike D.

Investor · Marion, IA · Member since 2010 · 177 posts · 117 votes

6y

I don't know why but I've had bad luck with CPAs too. Hopefully you can get this return pushed through this year and then find another one next year.

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Eamonn McElroy

Accountant · Atlanta, GA · Member since 2015 · 1k+ posts · 1k+ votes

6y

Something to keep in mind is that this has been one of the roughest tax seasons on practitioners in recent history. The flurry of legislation pushed through, often in proximity to statutory deadlines, required rapid digestion, analysis, and dissemination to clients. Then we have office closures due to COVID. To say we've experienced inefficiencies would be an understatement.

I tend to agree with Michael here. I expected a least a month of radio silence, but we're talking a few days here and there. The professional should have told you he was going on vacation (or at least used an auto-reply), and explained why the return doesn't need to be updated, but outside of that I don't see any big issue. Most firms don't give precisely defined turnaround or milestone dates. For precisely the reason that it can and does create frustration. Most experienced practitioners know one needs to be fluid and adapt to change quickly, not rigid.

Keep an open mind on the fee. If you anchor to that fee you're going to set yourself up for disappointment. You're not paying for a commodity service, as I'm sure you're beginning to understand. You're paying for the holistic experience. Knowledge level, ability to execute, and client experience. Again, my firm wouldn't touch a return with nine K-1s for $1,100, but I'm confident in my value proposition and the service I provide.

3 Reply

Luis Vaca

Specialist · Oxnard, CA · Member since 2018 · 92 posts · 32 votes

6y

Did you ever get this resolved @Andrey Y. ?

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Paid CPA full fee - Now not responding to emails or text

Paid CPA full fee - Now not responding to emails or text

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