We get all kinds of consumer complaints posted to our franchise discussions. Here’s on posted to our Is LIBERTY TAX SERVICE a Great Franchise?.
What do you think? Should Liberty Tax Service refund the woman’s fees for not honoring their hours and calling her a crackhead?
Or should the customer focus on her bigger problems – like the fact that she started looking for a tax preparer at 5 pm on April 15th?
All you need is cash! wrote:
It all started for me on April 15, 2009. I had gotten off work late (5:00 pm) and needed to get my taxes done before the midnight deadline time. While looking for an open tax office, most of them were closed. I started towards my house and thats when I seen a person dressed in a liberty statue costume.
I went into the office and was very pleased with my tax preparer. It didn’t take him long and he gave me a return time of eight to ten days. He also stated he seen them come back in as little as eight days. This was a relief for me because i owned on a debt and now I could call them and give the date I would pay it. This is where the horror story begins.
On Saturday, April 23,2009 I received a call from the office owner Debra M. to come to the office and pick up my check. I asked her when will your office close today, she said 1:00pm. I only lived a few blocks away. I arrived there at exactly 12:45pm. There were people standing in front of the office very angry about the office being closed when they got there at 12:15pm. The women called customers to come and pick up there check and then she left.
To make a long story short, she did not not get there until Monday at 5:00pm. Her office hours posted on the door stated Monday through Thursday 9:00am until 1:00pm and Friday by appointments.
This office manager never honored her store hours. When I finally pick up myhe check it was Monday after 5pm. She acted if nothing never happened and she never apologized for her unfair business issue. I was not able to meet my very severe financial obligation. they sent my check to collection on that Saturday April 23, 2009. I called to inform Ms.Debra M. what happened and that she needs to refund my filing fees back. She told me she wasn’t going to do that and she is not responsible for me not meeting my deadline.
I called and got corporate involved on April 23, so they were aware of what was going on.They sent her a email to explain what happened and in the email it also stated not to call the customer back but someone over her should return the call. She took it upon herself to call me anyway. During the conversation she started yelling and telling me how she wasn’t going to do anything and I could get any lawyer I wanted to. She also went as far as to say, her exact quote “YOU MUST BE A CRACK HEAD B$%&@ FOR WANTING YOUR FEES BACK.”
I was done talking to her and informed her I done with this conversation and she didn’t adhere to her office hours that i’m very displeased with her level of professionalism and poor business practice. So I disconnected the phone and put another complaint about this women that ONLY NEEDED CASH and no business code of ethics. This is a ongoing issue with Liberty Tax Service poor customer service. I want my filing fees and Im not going away, not that easy.
Signing off Customer Service Representative promoted to Team lead then to a Supervisor for 26 years.
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Photo credit: January 25, 2009 by Brent and MariLynn Taken in Smyrna, TN License: Creative Commons
Post from: Franchise Pick