ATMS Springfield

McKenzi Maples

May 8, 2024on

I wish I could give 0 stars. This year was our first and last using ATMS Springfield to file our taxes. I signed and paid for them on February 29 and was told they would be e-filed within a day or two. Five weeks passed, and we hadn’t received our return. Using the IRS “where’s my refund” tool, I found that the website did not have a return filed for us. I caught this one week before the tax deadline on April 15 and called the office to see what had happened. I was told that if I had come to pick them up and pay for them, I could be sure they were filed. I asked the front desk associate if she could verify specifically that our taxes were filed. She told me that I could rest assured they had been filed and that returns can take a while. My concern was completely disregarded, but I took her word. Fast forward one week to April 15, the IRS website still reporting no return filed, and I’m seriously concerned. I called to report this again, was told I would get a called back after she talked to our tax preparer (Jennifer), and then never called back. One hour before closing, I called again and was again told by a new person that answered that they couldn’t help me, but would have someone else that could call me back. I had to call back a THIRD time just to get an answer, a few minutes prior to their closing. Finally, I was told by the office manager that they had somehow lost an important yellow slip of paper, and because of that my taxes had not been filed. She asked if I might have the yellow slip of paper (not that it would be my own fault if they had given it to me) but I told her I did not. She told me she had no idea how this had happened but that she had filed them herself just now. She was sweet and honest. When I called back two days later (April 17) to ask for a refund on their services, she told me she would advocate for a full refund to her boss and get back with me, “probably early next week.” I waited 2.5 weeks before emailing Kerri (the owner, I believe) to inquire about getting a refund since I had not heard back. Because they had not provided their services as promised, a refund seemed completely reasonable to me. When she got back with me by phone a few days later, she too asked if I had that yellow slip of paper. Again, I told her no. She told me that she would do some more digging to try and figure out what happened. She got back to me via email the next day. She proposed $50 back on the fee of our taxes and 50% off next year, stating that she felt this was “fair to you since we already gave you 50% off,” referring to the 50% off we received for simply being a first-time client. I accepted this proposal but stated that I didn’t understand how the original 50% discount was a factor, as this was her office’s mistake, not mine. Additionally, that new client discount is given to all newly referred clients, not just us. Her response was as follows: “I did offer to give you another $50 back on this year which is more than other first year clients. I’m sorry my offer to give you 50% off next year was not a good enough offer. Overall the total you would have received for the 2 years would be $306, which is more than one year and part of another year. I will send you the $50 refund and I wish you the best in your future.” I’m sorry, but gaslighting a client for your own business’ failures is completely unprofessional! The issue was not that the offer wasn’t good enough. The issue is that the services we paid for were not rendered as promised. A full refund seems only fair. I understand they are trying to mitigate loss. But the fact is, when a business makes a mistake, it can be costly. But it should not be costly at the expense to the customer by delaying their tax return by SIX weeks (and not longer only because the client checked up on you). If you’ve gotten this far, good on you! I hope you’ll consider another tax preparer. Personally, we’ll be returning to TurboTax.

donna davis

Mar 7, 2024on

Excellent n friendly service

Cornel Popa

Nov 7, 2023on

Thank you for your good and professional work. Always you do what you say and always on time. Keep up the great work.

Kevin McCombs

Aug 5, 2023on

If it were possible to give zero stars I would. Jennifer completely lead us on for months saying that she would get our taxes done. Our info was submitted in early March but dropped through the cracks when it was "over the head" of one accountant and passed on internally. The admittedly said it slipped through the cracks and helped us file an extension. We gave them 6 or so weeks after deadline before checking back in and on MULTIPLE occasions were told "oh we'll finish it this week". Finally when the end of June came around I call to check the status one more time and am told Jennifer is on vacation and can't get to it until she returns on the 8th. Luckily at that time I went somewhere else, not telling them so, because here it is August 5th and Jennifer still hasn't called or followed up with our return. Completely unprofessional. I could understand if you can't or just simply don't want to do my taxes but to tell me on SEVERAL occasions that you are working on them with zero intensions of finishing them is rubbish.

Gavin Drako

Nov 7, 2022on

Excellent customer service and very friendly staff!!!

Shane Lipe

Nov 7, 2022on

Top notch, professional and friendly. Love them. Thank you ATMS.

Marty Duda

Nov 11, 2021on

I used ATMS for two years. Year one was okay but I had issues getting my agent to respond to emails. Year two was awful as the communication worsened. It took my agent two months to respond to an email I sent requesting an estimate on my capital gains tax. I have several emails that she just ignored and never replied to. When she finished my return I noticed that she completely left off the capital gains. Furthermore, I was hit with a $1200 late penalty by the IRS because my agent failed to tell me that you still have to make an estimated payment by tax day even if you file an extension. If you are looking for a group that will guide you through tax season, avoid ATMS.

Valan Wallace-Graves

Nov 7, 2020on

Wonderful office and staff. Have been using their services since 2011. Worth every penny for the peace of mind.

Nick Thomas

Apr 23, 2020on

In a time where a lot of businesses are not open to helping out with face to face service, this company was head and shoulders above the other companies that I reached out to. I had a very unique situation come up that required getting some paper taken care of and there was no way to have this done online only in person. They were very helpful, the staff all smiled and conversed with me like a "normal" person. The facility was cleaned and disinfected before and after me and even tho they could only let one person in a time, they explained why, the process and time frame that I would be looking at before I could be seen. I had no problems with waiting and completely understood. I have never been here prior to the day that I visited them, but was very impressed that I had to let them know how thankful I was for their willingness to help me out and provide that human sense of interaction that so many businesses are getting away from during the time that we are in right now. Many thanks

Marcel Popa

Aug 14, 2019on

The best in town! I have been using ATMS Springfield for many years. Always professional, on time and honest! Thank you and keep up the great work!!!