How to Get the Fastest Help from Pace Accounting

Understanding Tax Preparation, Tax Planning, and Consultations

At Pace Accounting, our goal is to provide every client with timely, accurate, and professional service. To help us respond efficiently and ensure no request falls through the cracks, we have established the following communication guidelines.

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The Fastest Way to Reach Us is Email

For most questions, the fastest and most effective way to receive assistance is to email the client services team at support@paceaccounting.com

Submitting your inquiry in writing allows our team to review the details, route your request appropriately, and maintain a record of the communication.

When contacting us, please provide as much information as possible, including:

• A detailed description of your question or concern

• Relevant dates

• Any notices or documents you received

• The specific action you are considering, if applicable

The more information you provide upfront, the faster we can assist you.

You are Always Welcome to Contact our Office by Phone

When calling, our client services team will ask questions about the purpose of your call before routing your request. In many cases, our knowledgeable client services team can answer questions immediately without requiring an accountant's involvement.

This process helps us:

• Ensure your request reaches the correct person

• Avoid unnecessary delays

• Reduce interruptions to accountants while they are serving other clients

• Provide faster and more accurate responses

For more complex matters, gathering the details first allows the accountant to review the information before responding.

Why We Don't Transfer Calls Directly to Accountants

Many clients say, "I just want to speak with my accountant." While we understand the preference, direct transfers are generally not our standard process.

Unscheduled calls can significantly disrupt workflow. Accountants spend much of their day preparing returns, conducting research, reviewing financial information, meeting with clients, and responding to pending requests, often under strict deadlines.

Unexpected phone calls frequently require the accountant to stop what they are doing, gather information, review files, and research facts before providing an accurate answer.

As a result, an immediate phone conversation is often not the fastest path to a resolution.

By gathering the details first, our client services team can often answer the question immediately or ensure the accountant has the information needed to provide a complete and accurate response, with minimal delay to their current client workload.

In many cases, providing details in advance results in a faster and more accurate answer than speaking directly with an accountant without prior review.

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Tax Preparation vs. Tax Planning & Advisory Services

One of the most common misconceptions we encounter is that tax preparation and tax planning are the same service.

They are not.

Tax preparation focuses on reporting what has already happened. We review your tax documents, prepare your return, and file it accurately based on the information provided.

Tax planning and advisory services focus on future decisions. These services involve analyzing your situation, evaluating options, projecting outcomes, and making recommendations designed to help you achieve a desired tax result.

A simple way to think about it is:

Tax Preparation looks backward. ← "What happened last year?"

Tax Planning and Advisory Services look forward. → "What should I do next?"

Preparing a tax return tells you what happened.

Tax planning helps determine what should happen next.

While tax return preparation is covered by the fee you paid for your return, planning and advisory services are separate professional services and require a paid consultation.

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What's Included with Tax Preparation?

Your tax preparation fee includes reasonable support directly related to a tax return prepared by Pace Accounting.

Examples include:

• Questions about information reported on your return

• Clarification of documents used to prepare your return

• Questions regarding deductions, credits, dependents, or filing status reflected on the return

• General follow-up questions regarding a return we prepared

• Questions regarding the status of a return we prepared

• Requests for copies of returns prepared by our office

What Is Considered a Consultation?

Consultations involve professional analysis, planning, research, projections, recommendations, calculations, or document review beyond the preparation of a tax return.

Examples include:

• Reviewing paycheck withholding, determining appropriate withholding amounts, or completing a Form W-4

• Determining whether estimated tax payments are needed

• Retirement withdrawal planning

• Social Security tax planning

• Tax planning for future years

• Real estate purchase or sale planning

• Business startup questions

• LLC, Partnership, or S Corporation planning

• Investment and cryptocurrency tax questions

• Estate, trust, and gifting matters

• Reviewing the tax consequences of a financial decision before it is made

As a general rule, if your question requires us to evaluate options, project future tax outcomes, recommend a course of action, perform calculations, or review documents not used in preparing your tax return, the matter is considered a consultation and requires a paid appointment.

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IRS and New York State Notices

If you receive a notice from the IRS or New York State, please send a copy to support@paceaccounting.com.

Our team will review the notice and determine the appropriate next steps.

Clients with Audit Insurance

Clients who purchased Audit Insurance are entitled to a review of qualifying notices at no additional charge, subject to the program's terms.

Clients Without Audit Insurance

For clients who did not purchase Audit Insurance, notice reviews are generally handled as a paid consultation. In the rare event that we determine a notice was caused by an error made by Pace Accounting, we will correct the issue at no charge and refund any consultation fee paid for the review.

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Frequently Asked Questions

Why can't I just leave a message for my accountant?

You can. However, providing details about your question allows us to route your request appropriately and often results in a faster response.

Why do you ask what my call is regarding?

Understanding the nature of your inquiry helps us determine who can best assist you and ensures your request receives the appropriate priority. In many cases, the client services team can answer your question immediately or gather the information needed so the accountant can respond more efficiently, with fewer interruptions to their work.

Can the front desk answer tax questions?

Our client services team can answer many routine questions and gather information for matters requiring accountant review.

How do I know if my question requires a consultation?

If you're unsure, simply ask. We will explain the scope of the service and any applicable fees before proceeding.

Why is a withholding review a consultation?

Many taxpayers remember when withholding was largely a matter of claiming "0" or "1" allowances on a Form W-4. Today's withholding rules are significantly more complex and often require consideration of multiple jobs, retirement income, Social Security benefits, investment income, deductions, credits, and other factors. Determining appropriate withholding typically requires professional analysis and recommendations regarding future tax liability. As a result, withholding reviews are considered tax planning services and require a paid consultation.

If you are unsure whether a matter is covered under tax preparation or requires a paid consultation, please contact the client services team first. We will explain the scope of the service and any applicable fees before proceeding.

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Our Commitment to You

Our communication process is designed to provide faster service, more accurate answers, and a better client experience for everyone.

We appreciate your cooperation and thank you for choosing Pace Accounting.