Liberty Tax 325 Southbridge Street, Auburn, MA 01501

"Complaint Made To the Better Business Bureau of Worcester County on August 17, 2023: I dropped my tax information off to Kate Browning on Friday, July 7, 2023 and returned with additional financial information on Tuesday, July 11, 2023. I included paperclipped the W2's, Proof of Health Insurance, Property and excise tax information and a list of household and school expenses at the top and my alphabetized bills for any reference for two tax years 2021 and 2022. On Tuesday, July 11, 2023, Kate stated that she would not get to my filing until the following week due to other priorities. When three weeks passed I began to leave a series of messages and no response. On Friday, August 11, 2023 I left a voicemail stating that I had left all of my 2021 and 2022 tax information, social security information and that I was stressed, because after numerous phone calls no one had returned my calls. On Tuesday, August 15, 2023, Kate Browning called me back and made numerous false statements about how difficult my tax information was to sift through and that was why the process had taken so long. I arrived at the office today, Thursday, August 17th at 1pm and asked her why the process had taken 5 weeks. She stated: "We had to go through all of this information to get the information that we needed." She then produced the paperclipped papers that I had provided at the top. I stated that I had dropped them off organized. She stated that that was not true. I stated it again that I was sure and again asked "Why 5 weeks?" She dismissed my question with no apology. She then produced two tax filings on her computer and stated that I owed the over $7900.00 in taxes for the two years (one year that I was unemployed and in college) along with penalties for late filing. I inquired about her fee and she stated: "$400.00; $200.00 for each filing." I am appalled and completely rattled by the horrible customer service and unfair business practices and no apology what-so-ever! Charging a $400.00 is unethical and unfair business practices for a 5 week wait on tax service."

"Liberty Tax was wonderful! I was full of anxiety when I made the appointment and was made to feel very comfortable as soon as I walked in the door! He explained each step as we went through my business ! I will definitely be back during tax season!!"

"Highly recommended! I did my own taxes with Tax Act & realized I made mistakes with the economic relief documentation when I received my surprisingly low tax refund. I went and talked with Jen at Liberty and she was fantastic! We created an amended tax return and long story short she found some more money to add to my refund. She is worth every penny, (and has a great sense of humor!). I have been converted from thinking I can do it myself, I will be back next year! Side note, the two Libertys in Auburn have the same owner and work together as a great team! Lots of laughing and good conversation to be had if you like."

"Heather is amazing to work with and makes this process much less stressful than trying to figure out how to do your taxes yourself. I recommend everyone see her"

"Liberty Tax was incredibly helpful and efficient in filing my partners and my taxes. Their employees are kind and always willing to answer questions. Heather in particular was incredibly helpful. I highly recommend their office for any tax filing needs."