We have been clients of Jackson & Smith CPA for several years and were extremely disappointed with our experience this year.
Over the course of our relationship with the firm, our tax preparation fees increased by 40% one year and then another 57.1% the following year, resulting in a total increase of 120%. What makes this especially difficult to understand is that our tax situation has actually become simpler over time, not more complicated.
At the same time, the level of service has declined significantly. Communication was poor, obtaining updates was difficult, and we experienced substantial delays with our return. We were informed that the firm had implemented a new system and that staff struggled with the transition, which contributed to work not being completed in a timely manner.
After receiving our return, we submitted several questions regarding the return itself, tax planning opportunities, and the significant fee increase. We expected to hear directly from the accountant/owner who prepared our return and built the relationship with. Instead, we were contacted by the office manager, who repeatedly stated that she did not know the answers because she had not prepared the return. When we asked how the fee was determined, she could not explain it. When we requested additional information regarding the work performed, we were told that information was not available.
To add to our concerns, even the invoice we received contained an incorrect address. While that may seem minor on its own, it further reinforced our impression that attention to detail and client service have declined.
The most disappointing part is that this firm once provided personal, responsive service and made clients feel valued. We truly appreciated the relationship we had with the previous owner and trusted his guidance. Unfortunately, what was once a family-oriented business with exceptional client relationships now feels impersonal and unresponsive.
We understand that fees increase and businesses evolve. However, when fees rise dramatically, clients should reasonably expect better communication, accountability, and service, not less.
Perhaps the most disappointing part of the experience was the response to our concerns. After several years as clients, when we expressed our dissatisfaction with the service, communication, delays, and fee increases, there was little effort to address our concerns or preserve the relationship. When we indicated that we would likely be taking our business elsewhere, the response was simply, "Okay." Instead, we were left with the impression that our business was no longer valued.
After this experience, we will be taking our business elsewhere and cannot recommend Jackson & Smith CPA based on the service we received. read more
