I would NOT recommend this firm to anybody. I approached them as a UK citizen living in New Zealand who needed help filing my taxes. It should have been a simple process but it has been nothing but frustration every step of the way. Their failings include not responding to communication, stating incorrect dates for the actual tax payment (so that I had to remind them of the correct date myself!) and sending my tax return and other documents to an incorrect address, despite me repeatedly telling them otherwise, on two occasions!
They did manage to file my taxes for me and everyone I interacted with face-to-face at the firm seemed very friendly and pleasant but apart from that I would say I found them utterly useless. I am dumbfounded how they can be so unorganised and inconsiderate to their clients.
I have made my frustrations clear to them on a few occasions now, and if they had in any way tried to make amends for their failings I would not be writing this review right now.
I’m sorry that your experience with us has not been a happy one. That is not what we are aiming for and we have not met our quality standards. One obvious area where we could have done better would be to pick the phone up to deal with your queries immediately. Everyone @ STL has the ability to do more than just correct the error and apologise. I’ve been remiss in not making sure that they apply their power to go the extra mile. I’ve sent a little apology gift to you. Thanks for acknowledging that we did the work correctly and you found the people good to deal with. Your experience was inconsistent with what we normally deliver to our clients - the majority of our clients have been with us for many years and continue to refer others to us. Thanks for the reminder that the whole team must understand what client service means and how to uncover and deliver what our clients really want from us on a daily basis. We’ve already taken action to make that front-of-mind.
09 October 2013
326 Lambton Qy Wellington 6011
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