Honest Guidance That Put the Client’s Best Interest First

A retired couple asked Molen & Associates to determine whether participating in the Kwong Recovery Project would provide a worthwhile financial benefit. Although they qualified, our review showed that the expected recovery would not justify the filing cost. We recommended against moving forward and refunded part of their deposit, giving them clarity, confidence, and peace of mind.

Darnell and his wife are retired and have been loyal clients of Molen & Associates for many years. They contacted our team to learn whether they qualified for the Kwong Recovery Project and whether pursuing the opportunity could provide them with a meaningful financial benefit. They also needed assistance setting up their online account, accessing their documents, and securely organizing their login information so they could easily retrieve their records when needed.

Although the clients appeared to qualify for the recovery project, eligibility alone did not mean that filing would be financially worthwhile. Our team needed to carefully evaluate the potential IRS recovery and compare it with the cost of preparing and filing the claim. The clients also needed patient, hands-on assistance navigating the online system and accessing their information comfortably.

Our Client Liaisons helped the clients establish their online account, access their documents, and securely save their login information. They took the time to answer questions and make sure the clients felt comfortable using the system. After reviewing the clients’ circumstances, Brittany determined that the amount they would likely recover from the IRS would not be enough to justify the cost of filing. Rather than recommending a service that would not provide sufficient value, she advised them not to proceed. Molen & Associates promptly refunded part of their deposit so they would not lose money pursuing a claim that was not in their best financial interest.

Although the clients did not move forward with the Kwong Recovery Project, they received something equally important: clear and honest guidance they could trust. They left the experience feeling respected, supported, and confident that Molen & Associates was looking out for their best interests. The patient assistance from our Client Liaisons and Brittany’s honest recommendation strengthened the trust the clients had developed with the firm over many years. The outcome demonstrated that success is not always measured by the amount of a refund or recovery. Sometimes, success means helping a client avoid an unnecessary expense and confidently make the right financial decision.