I really don't think this company is trustworthy. They provide free tax preparation, but don't have a procedure in place for when preparers do things they are not supposed to do. They also are very disorganized according to my experience. You can only reach out via email or text, and only with customer service representatives, not with actual preparers or someone in a position of leadership. They have some number to text, but that's mainly automated. You may be given a number that you can actually call/text once a preparer is assigned, though I didn't get much experience with that. I know I was initially assigned a preparer because they emailed me to clarify a piece of info, but I never heard from them after that. My dashboard sat at 80% complete for a month with no further contact from them (delaying me receiving my refund, of course). When I asked what the holdup was they decided to assign A the preparer to me. If this preparer represents their volunteer preparers, stay away! Not only is she rude and hateful on the phone, but she also tried to mislead me about what should be reported. I guess so she wouldn't have to do much work. She tried to tell me that you can't report your schedule c on your personal taxes (completely untrue), then when I corrected her she ran with this made up idea of hers that my small business had losses to report, which is beyond the scope of their service. She even repeated it to me multiple times during the call, and via text for dramatic effect. I never told her that my business had losses. I told her that I had expenses to report, which is within the scope of their services, and is even described in their FAQ. I tried to report what she did to the management, but I was just met with a chat agent that basically told me that they were the only ones I could talk to and they wouldn't do anything. The chat agent even tried to cosign the lie A told about my business expenses being beyond the scope of their service. They only came clean when I asked why this was mentioned in their FAQ if it is beyond scope. The only solution the agent offered was to request another preparer, but they made sure to let me know that it would delay the process even more than they already did.These people are clearly not honest, and try to take advantage of lay people's potential lack of knowledge about tax laws. They even hide the full names of the CPAs that volunteer. No one is known by more than a first name, and a shared company email or live chat. I asked who the preparer was, and they refused to give me any info. More than likely so that they can get away with whatever malpractice they commit because the clients will not have the pertinent info to report a bad CPA. Please be careful with these people and report them to the appropriate authorities. In New York, it's to the Department of Education. There's also a general tax preparer complaint service via the Department of Taxation and Finance.
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