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Customer Service
Would Work With Again no
"If I had the option to give Crunch 0 out of 5 I would. Firstly, my 2016-17 accounts were filed late. Admittedly I didn’t complete my accounts until December, however this was something I had always done with my previous accountants. I assumed it would be the same with Crunch especially as all the bookkeeping was done digitally so I assumed there wouldn’t be much that an accountant would need to do, especially as I’m a freelancer. I was never chased by Crunch or made aware of any deadlines but once I had submitted my accounts I was told they wouldn’t be filed in time and I would be fined £150. After exchanging several lengthy emails with my account manager where he argues with everything he said and blamed everything on me I was left with a fine of £150. Next it was time to do my personal tax, I followed the link in the automated reminder email I received to remind me to fill the form in before 14th December, on the 14th December, and filled in the form. A message appeared telling me someone would contact me. Nobody did contact me and it was only when my account manager chased me several weeks later that I told him I’d filled the form in and discovered that I had actually filled in 15/16’s form in error. I explained that I had followed the link in the email and he said he could see I had filled in the form within the deadline so I should only have to pay the £75 rather than the £175 it cost if you missed the deadline. However after various long winded and defensive emails from various team members it was concluded that I would have to pay £175. At one point I waited a week for a reply from one email only to be told I would have to pay the £100 extra because there was only a day left before the deadline and I had left it too late to complain. The fact that Crunch spent so much time and resource arguing over £100 is obsurd. It would have cost them that in time spent dealing with my complaint and due to the outcome they have also lost my business and good will. My experience with Crunch showed me they are after a quick buck rather than wanting to offer their customers a good and fair service."
Posted 1 year ago
Hi K,

Thanks for sharing your experiences, I can understand that it’s always unpleasant to have to make payments that you had hoped to avoid.

I am sorry if you feel that we’ve been unclear with our requirements however on review, all reminders about responsibilities and deadlines have covered the due dates of the company accounts. Your Client Manager assisted you throughout the year creating .csv files of your bank statements that would usually be charged as an additional bookkeeping service.

We have a clear pricing structure for self assessments with early bird discounts, starting as early as July the following tax year, that is advertised via our marketing and newsletter emails. I’m sorry if you did not read these and the offers were not taken up.

It’s always our aim to provide first class service and we’re sorry that you felt let down in this instance.

If you’d like to discuss this further, my name is Luke and you can contact me on cx@crunch.co.uk

Kind regards,
Posted 1 year ago
Crunch is rated 4.24 based on 276 reviews

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