Warren Averett - Anniston, Alabama

John Pearce

Unbelievable experience at the Warren Averett in Anniston, AL. I was referred to WA a couple of years ago by a local friend and business owner. Warren Averett (WA) completed my 2017 and 2018 taxes. I personally overlooked a couple of issues with my taxes and failed to report them properly, causing the IRS to flag my 2017 taxes for audit. I received an audit notification in the mail and took it to WA for their help. I was told my CPA would call me. I was never contacted and attempted to call again, each time the front office told me my CPA had just stepped-out but the front desk would have him call me upon his return. This went on for a couple of weeks and three phone calls. On both the second and third calls I complained that no one had gotten back to me. Although the front desk was professional, never did they display any type of empathy, just told me they would have him call me back. I missed my IRS Deadline and had at least a week left when I initially dropped-off the notice. A couple of days ago, I'm looking on the WA website, trying to find a way to complain and contact someone other than the front desk and I come across my CPA's email link, so I write to the email, describing my unhappiness and the lack of customer support I've received. A day or two goes by, and I never received a response, so I'm back on their website trying to find a way to make contact with someone that will just give me an answer and help me. All of a sudden, a chat box appears on the website with a person asking me if I need help. I basically tell them the whole story, the person apologizes to me. This was the first person at WA during this whole ordeal to even acknowledge there was an issue by simply saying "I'm sorry this was your experience." I chatted back and told her that at this point, all I wanted was my audit notice and copies of my two tax returns and I would come by WA in Anniston the following day and retrieve the documents. I told her I would take my business somewhere else. She stated she would arrange for the documents to be ready the next day. The following day, I went by and told the lady at the counter who I was and stated that there should be a packet there for me. She professionally handed me the documents and I went on my way. I honestly was surprised that no one from WA attempted to contact me or acknowledge any of this. I really feel they don't truly care about their customers...I'm not left to believe anything but that, based on this incident. I understand people make mistakes, but you show your true character during incidents like this. If you have an unhappy customer, you should at least attempt to mend fences and/or acknowledge your customer's dissatisfaction. The only voice your customer has is to voice their displeasure through public reviews, such as this.

Margaret Davenport