I've never hired anyone to prepare my taxes before, so I searched yelp and found HPBQ (which was under a different name before) with great reviews and called their office. My call was returned by Selene Petersen. I set up an appt to meet her the next week and was told to bring my tax documents. When I met with Selene the first thing she said was, "So all I know is I had a message that you wanted to meet with me". Then a blank stare. I was really taken aback. I explained why I was there and expected her to jump into some kind of checklist or question/answer session about my tax/income/life situation. That was not the case. I was left to fumble through items I thought she would need to know, with zero guidance from her. When I left their offices I got in my car and realized Selene had told me nothing about timeline and nothing about cost. I called my partner and told him what had happened, he told me to go back in, get my documents, and find someone else to prep my taxes. I decided to give Selene the benefit of the doubt; maybe she was having an off day. I emailed her when I got home asking for timeline and cost. Both seemed reasonable.
Jump to 3 weeks later (the max I was given for timeline) and absolutely zero communication from Selene. I emailed her asking for a status update. I was told my taxes would be ready by the end of the week. On Friday, having not heard from her once again, I emailed asking for a status update, she said my taxes were done. I emailed again asking if I needed to come back to the office to sign anything, she replied that I could "sign electronically" and then asked if I wanted a pdf of my tax documents. I said yes. A pdf was sent to me with ZERO instructions.
I waited three more days, expecting some kind of email with instructions on how to sign electronically, nothing. So I email again. She replied saying that the pdf contained the document I needed to sign. I had to print it, sign, scan, and email back. This to me is NOT electronic signing. It hasn't been how you e-sign for probably the last 10 years. Regardless I returned the "e-signed" document to her same day.
I waited a week, nothing from Selene. I email again asking for a status update. Her reply was that she still needed the signed documents from me. At this point I had had it. I called, got her on the phone and told her I had sent the documents a week ago. She seemed to be confused. I ended up telling her that I was fed up with her level of service and was completely furious that I had given her the benefit of the doubt in the first place. I went through each of the issues listed above. Her reply was a rambling apology and some statements about how she prides herself on providing "excellent communication and a high level of service" to her clients. That was it.
I received an invoice in the mail a week later stating that I could get a $8 discount if I paid the invoice within 5 days (the only option for paying was to SNAIL MAIL a check). The invoice was dated 3/10/2016, it was mailed on 3/23/2016. That is THIRTEEN days after the invoice was created, obviously there was no way for me to pay by the 15th. There was no discount or credit for the poor service I received and I haven't heard anything back from Selene regarding my complaints with her.
I mailed the check in and will absolutely NEVER use their services again. I'm still angry that I didn't take my partner's advice in the first place. Maybe the other people at this firm are better, but I cannot recommend Selene Petersen. One of the worst customer experiences I've ever had. read more