Good Morning, Catherine.
My name is Traci Tyler, and I am the Director of Human Resources with Myriad CPA Group. I wanted to reach out to you regarding a recent review of Myriad CPA Group that you placed on the YELP website. First, I want to apologize that you felt your experience and service with Myriad was subpar. As you know tax season is a very hectic time in public accounting, and we strive to make every client experience as positive as we can. To do so, we have implemented procedures to ensure timely service and a quality end product. Your review below noted that all your paperwork was turned in by March 28th. We did verify that in our tracking system to make sure our records match, but I wanted to explain why you experienced an extension in processing. Prior to tax season each year, we distribute organizational binders to all of our tax clients. Each organizer contains a form with a deadline to receive all of our client work papers. The deadline for the 2016 filing season was March 25th. There is a clause on that form that states, "All client information must be turned in no later than 3/25 or your return will be extended." As indicated in your review below, your work papers were not turned in to our office until March 28th. Thus, the delay. Deadlines are set so that work can be evenly distributed to those in our prep areas. Then, the next step in our quality assurance process includes a very thorough review of the preparer's work. During tax season we must work on deadlines because we process thousands of returns each season. So, deadlines are critical to guarantee timely processing.
Another point that you mentioned that I wanted to address was our parking lot after 6 PM. Our staff is extremely dedicated and during tax season many work 70-80 hours per week. They miss ball games, school events, family functions, etc. We at Myriad are very empathetic of the balance required to run a successful operation during tax season but also be engaged in family and have a personal life outside of work. We promote a work/life balance and try to be as flexible as we can for our employees so that they do not miss out on family activities. However, our team understands the importance of their commitment to client projects and trust that our clients have instilled in us to produce a good quality product. So, from time to time, we do allow our team to work remotely or on a flexible schedule during tax season. You are correct, there may not have been many vehicles in the parking lot, but I assure that our team was working and extremely dedicated to the jobs that they do. We have a great team of people and are very proud of the service they provide for our clients. I hope that you understand why we try to create that balance and do apologize if the empty parking lot was misleading or gave you the impression that we were not working. Again, we have deadlines, but we try to be flexible and let our employees be adults and be with their families because we know they are going to be dedicated to Myriad and our clients.
Last, we have been under the same ownership/management for several years. However, in the last 12 months have taken significant steps to improve the processes and compliance that we are regulated to uphold. Quality is a must in our profession, and we take it very seriously.
I hope that my email helps explain some of the concerns you expressed in your review and sincerely apologize that your experience was not what you hoped. We welcome the opportunity to speak to you in person and discuss suggestions that you may have to improve your experience in the future because we would love to earn your business again.
Thank you for expressing your concerns, and we look forward to hearing from you soon.
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