Keener Mary Wilson PC

We met with Mary in March. We gave her all of our information/​documents and left with the understanding I would email her with a final list of donation details. I emailed the next day and asked if she needed anything else. She responded and said no. I SHOULD have asked what the estimated time frame was… In my ignorance I assumed a professional would only need a week or two. 4 weeks passed and we heard NOTHING. So I emailed and asked what the ETA was as we had about 3 weeks until the due date. She responded that she had more people seeking her services this year than expected, our taxes were complete she just needed to review them and expected to have ours done the following Friday. Friday came and went. We again, heard NOTHING.
So my husband emailed her the next week and asked if we needed to file an extension, taxes were due in a week. She responded and said we would possibly not have ours done and her office would file an extension if need be. Tax day came. We heard nothing. We didn’t hear from her office until 3 days later.
I am upset that 1. it took so long, if you don’t have the capacity then don’t commit. 2. We were not updated/​informed. It takes 2 minutes to write an email and say «I wanted to let you know, I realize it is past the day I told you and would like to apologize and let you know I am still working on it, please expect a response by XXX.» 3. There was no compensation for the delay offered. Not even an apology.
Customer Service should be a top concern for a small business, for any business. Especially one relying on returning customers and referrals. Not only will I NOT refer Mary, I will not use her again, nor will I spread a good word. I should NOT have to reach out multiple times to check on a service I’m paying hundreds of dollars for.