We hired this firm for a case so simple that I now know we could have handled it ourselves. Anyway, we were relatively satisfied but their communications were slow coming and repeatedly required us to re-send emails that went unanswered.
We had paid a retainer and, five months later, we received an email advising us that "matters are now concluded, we will be closing your file." That was in July.
Strange, but there was no accounting, so we requested one and for any balance to be refunded. They assured us it would be forthcoming. Six weeks pass, no accounting (or refund) and got this reply to my reminder: "The new invoices will be populated in the next few days and will be sent to you."
Three more months pass. I email again and get this reply: "My apologies in delay. I have printed all your invoices and put in for the retainer reimbursement of $xxxx.xx. I’m sorry that this had taken so long, I did forget. As soon as the bookkeeper is presented with the request, I will ask her when you should receive your check and notify you of same."
Another month passes, it's a new year, still no accounting, no refund. At this point, I am thinking I need to refer this to a disciplinary board and urge them to honor their promises before the end of the next business day. I get this reply: "I have spoken with the book keeper regarding your refund. The check has been prepared and will be mailed out tomorrow along with the copies of all invoices. I did however mail the invoices [untrue, never received] once before. Please confirm the address..."
We finally did receive the accounting, which I will be studying, and check at the end of the week. But, when I think of a check as being "prepared", technically that would mean it is cut but it was dated two days later. So, another fabrication.
I really do not understand how a business can operate this way and expect that there will not be repercussions. Integrity and reputation is the most important currency in business and this firm has a lot of work to do there.
Response from Karen Tenenbaum January 24, 2018
I have reviewed your matter and want to get this resolved. We value our clients and it is important to me to keep our integrity as a firm high and to maintain a professional relationship. Please contact me directly to see how I can help resolve this issue.