Customer Service

Dear Client!

We believe you will have the most pleasant experience when dealing us. This page is designed to equip you with all necessary tools to obtain customer service when you need it. Remember – the key to being satisfied with your experience is the cooperation with your CPA requests and thorough understanding of our policies and procedures that you will be asked to acknowledge by signing.
We care about our clients and over the years built an environment that encourages a two-way communication and feedback. Below are some of the commonly requested actions, with brief guidance on how to proceed:

Please follow this link, then enter your name and invoice number.  It will bring you to the screen where you can select if you want to pay via PayPal (upper right part) or debit/credit card (lower right part).  Just follow the prompts to make the payment.

While we typically send you either a bound copy or a PDF of your tax return, you can still request a PDF copy at any time should you misplace or lose the initially provided copy.  We will be happy to send it to you as soon as we can.

If you are asked to provide a copy of your tax return by a mortgage company, bank, educational institution, employer, court of law, or any other third party, and it has to come directly from your CPA (i.e, us), please send us the contact information of the requester so we can e-mail the copy and cover letter.  You will then be asked to sign Consent to Disclosure of Tax Return Information form.  The implications of provision of your tax return to third parties are governed by the tax return agreement you signed.

We charge additional fees for expedited/rush service, whether it is a tax return preparation or any other time-sensitive service.  Our tax return preparation rush fees are listed in the Individual and Business Tax Return Agreements that you have signed (or will be signing).  Please let us know if you need expedited/rush service at the time of signing an agreement.

You can request that we file an extension of time to file your individual, business and estate or trust tax return, as well as Form 990.  We need to hear from you at least three days before March 15 for business returns, April 15 for individual, partnership and estate/trust income tax returns, and May 15 for Form 990.  Please click here to request an extension.  Unless we hear from you in writing about your extension, we are under no obligation to file it.  We typically send reminder e-mails to clients who have not contacted us for tax return preparation.  All extensions are e-filed, which is a 100% guarantee that they are accepted by IRS and state tax authorities.  Paper extensions can get lost in the mail.
We will return your original documents to you upon completion of your tax return, via mail or it will be waiting for you at our receptionist desk for your pick-up, if you make a request in writing.
We periodically run specials that you can typically request before we begin the work.  Once we begin the work, you can still request the special to be applied to your final invoice.  However, this will require a request in writing.

1. The work on your project has not yet begun and you paid a retainer.
2. You can prove that you suffered a damage at least equal to the amount of fees paid for the work performed caused by the inadequate quality of the deliverable.
In all other cases, no refunds will be issued. We reserve the right to issue partial refunds at our discretion on a case by case basis.

You can request to pay our fees in installments if the total fee exceeds $900.  The maximum number of installments we allow is four (4).  The installments are interest-free.  We will approve the installment plan on a case by case only.

To protect the privacy of our clients, we do not provide any references to speak to.  However, we may provide you with written references (answers to your questions by two or three of our existing clients).

We have partnered with many professionals who specialize in areas that are complementary to our services.  Please see this page for their specials.  If you’d like to be referred to one of these specialists, please let us know here.
If you are our new or existing client and would like to set up your access to our secure client portal, please send us the last 4 digits of your SSN or FEIN (if business), and we will set it up for you.
If you have forgotten your username and/or password to access your client portal, please send us an e-mail requesting the access reset and we will process this for you within 24 hours.

If you would like to check the status of your project, please send us an e-mail requesting the status update and we will send you an updated status within 24 hours.

Please refer to the policies and agreement that you signed (or will be signing) to find answers to all other questions.

1. Before the engagement started
Just send us an e-mail informing of your decision to terminate. We will then not proceed with the engagement and your contractual paperwork will be null and void, except for provisions that are designed to survive the completion of the engagement. Your fee paid will be fully refunded.
2. After the engagement started
Just send us an e-mail informing of your decision to terminate. We will then stop all work on the engagement and your contractual paperwork will still remain in force. Your fee paid will not be refunded.

If you are a business client who signed an annual agreement with us, and want to upgrade or downgrade the service, please click here.