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July 2024 by Lacy Burrhus
I am a retired and disabled veteran who lives in the DFW area. For the last two years, I have been using an absentee tax service to do my taxes. I never once got to sit down face-to-face with someone, ask questions, or get advice on providing better information for filing purposes. As a result, I was looking for a new tax professional who provided more personalized service and treated me like a valued customer rather than a stack of papers. I got great information from the Kapphahn team, which I must thank you. It was a 5-star experience, until it wasn't.
I opted to come to Longview to do my taxes at Kapphahn because my family has trusted and used them for years. I sat down with Debbie to do my taxes. She was accommodating and slowly walked me through things, giving me peace of mind this year.
About half an hour after I left, I was called because some small things were missed and needed to be corrected. I gladly went back to address the issues. A second lady was in the office with Debbie this time, and the air was very different. The other lady attempted to provide training, but she was horrible to Debbie. Her tone was highly unprofessional, and because Debby was not doing things the way she would, she told her, "You drive me crazy sometimes." Her comment and how she belittled almost everything Debbie did to humiliate her disturbed and disgusted me. I could not believe how she treated a fellow employee in front of a customer. It was truly appalling.
I held my tongue and tried to focus on what she was explaining so I understood what needed to be done and why. While I greatly appreciated her knowledge going over things thoroughly and educating me about better detailing my deductions rather than generalizing them, as I had been doing, the benefit of her knowledge was overshadowed by her unprofessionalism and disdain for Debbie. The situation epitomized bullying. The hostile staff encounter had a visible impact on Debbie, and I could see that she was almost in tears before I left. I told her I would pray for her. No one deserves to be treated like that in the workplace, especially in front of clients.
On my way home, I called my mother to tell her about it. I could not get over what I witnessed. My mom did not seem surprised at all! That behavior wouldn't be acceptable in the military and certainly would have been rectified swiftly for the benefit of the staff and client.
Later, at home, my mom decided to call the owner, Dennis, to tell him how bothered I was by what had happened while I was there. She had her phone on speaker, and Dennis responded to my mom, "Well, Debbie doesn't know what the hell she's doing," so someone else had to review her work to fix the problems. I was shocked that a business owner would speak to a client about his employees like that! If that's how you feel about someone who works for you, that directly reflects the business' leadership and the level of training provided to staff. I took the phone and told Dennis how awful he was for talking about an employee that way. I also told him that they needed some leadership training, and Dennis is where it needs to start!
Rather than attempt to apologize for anything, appease the situation, or offer to address the matter, he laughed pompously and smugly told me that I didn't have to come back, and then he hung up. The issues in a business always start at the top, which was apparent today.
I know there are a lot of 5-star reviews, and only 3 of 15 are newer than three years old, but what I experienced today was far from 5 stars. My situation may have been a one-off, but I hope no one else has the same experience I did, nor do they have to witness someone there be ridiculed so awfully. Debbie is the only one I would ever deal with from that office again, and regardless of how Dennis or his team viewed her, her demeanor and customer service were admirable despite the wretch
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April 2024 by B James
close to home and they provide fax service for
almost half the cost that UPS, FedEx and OfficeMax does. And businesses hours are basically the same!
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May 2023 by Curtis Martindale
Wonderful as usual.
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April 2022 by j a
Tammy is the best! She is a wealth of knowledge and was very helpful in doing our taxes. We learned things we would have never known. We have gone through many CPAs over the years and Tammy is by far the best we have used. She also has a great personality!
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July 2021 by Tim Parker
The best book keeping, tax preparation business I have ever used. Super professional, yet personable service. Quick, accurate and reliable. During "tax season" they open early and stay late. Also open on Saturdays.
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May 2021 by Jackson Kapphahn
Awesome place highly recommend
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February 2021 by Cheri Martin
I called to ask if I needed to file income tax return and the question was answered quickly. Ms Kaphanns office has always done my income tax return quickly and professionally. Highly recommend this company
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October 2020 by sheila Samford
Great people!
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March 2020 by vicki b
Very satisfied with the service. Made my tax experience very easy and fast. Great people.
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February 2020 by Phillip Felts
I've been going there since I was a teenager the service is excellent!!!!
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February 2020 by Nuget b
Always on top of their game
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February 2020 by sheila staten
Great people!
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January 2020 by Timothy Anderson
Best place in town to go
