Paid CPA full fee - Now not responding to emails or text

[Andrey Y.]

Before I write a more detailed post on this individual, I wanted to get some info from the experienced guys here.

Up until now, I have been doing my own taxes. I figured, why not hire a CPA and outsource some of that time spent to a professional.

I interviewed 3 CPAs, all from these forums. I ended up selecting the only guy without a profile pic, because he seemed like he knew what was going on and actually offered some suggestions on how to save on taxes (although later he refused to even discuss these suggestions).

He prepared a draft of my return. He sent me an invoice but didn't ask me to make a payment. I went ahead and paid him the full $1100 early just to be nice, figuring it would be a nice gesture.

I then sent him an email telling him the mortgage interest was incorrect, and here are the correct values. When I texted him this, he said "no we do not need to change anything, everything looks great!" It was at this point I realized he was not reading my emails, whether he was too busy or another reason.

There are 3 sets of emails with no response. I simply am asking him - "when will my return be filed?" I did not make any demands. I simply want an answer to this simple question. I have now asked it by text and by email.

This has been the first time I was working with a CPA to prepare my return, and I have to say, it has been a frustrating and frankly, very disappointing experience. There are 3 weeks until the filing deadline, and I can't even get a simple response to a question.

I would be happy to get my money refunded, and give it to someone who is willing to answer his client's emails.

Appreciate any guidance on this.

[Eamonn McElroy]

Something to keep in mind is that this has been one of the roughest tax seasons on practitioners in recent history.  The flurry of legislation pushed through, often in proximity to statutory deadlines, required rapid digestion, analysis, and dissemination to clients.  Then we have office closures due to COVID.  To say we've experienced inefficiencies would be an understatement.

I tend to agree with Michael here.  I expected a least a month of radio silence, but we're talking a few days here and there.  The professional should have told you he was going on vacation (or at least used an auto-reply), and explained why the return doesn't need to be updated, but outside of that I don't see any big issue.  Most firms don't give precisely defined turnaround or milestone dates.  For precisely the reason that it can and does create frustration.  Most experienced practitioners know one needs to be fluid and adapt to change quickly, not rigid.

Keep an open mind on the fee.  If you anchor to that fee you're going to set yourself up for disappointment.  You're not paying for a commodity service, as I'm sure you're beginning to understand.  You're paying for the holistic experience.  Knowledge level, ability to execute, and client experience.  Again, my firm wouldn't touch a return with nine K-1s for $1,100, but I'm confident in my value proposition and the service I provide.