H&R Block

Wow …
Talk about unprofessional !
Been going there for over 10 years. Not anymore ! I witnessed 2 paying customers leave the premises and it wasn’t 10 minutes before the receptionist and Dwayne start talking s*** about them. Altadena is too small of a town for this kinda talk.

Although my tax preparer, Angela, was such a joy to work with, my overall experience at this particular location definitely trumps that. I left feeling disrespected and cheated, which is not what you want a customer to feel upon leaving your establishment at all, but especially not their first time there.
Prior to coming in, I called them a few days prior to set up an appointment. I am the queen of asking questions, so anyone who knows me knows that I will ask as many questions as I need to to make sure there are no surprises, confusion, miscommunication, etc. I called and Margaret, the incompetent employee I was referring to in my tip, answered the phone. I told her that I would like to set up an appointment to come to file my taxes. Before booking an appointment, I asked her how much would it cost me. She very clearly stated the 1040EZ was free. So I went ahead and booked the appointment. She did not tell me when the cut off date was so I assumed (as would anyone) since I asked a very simple question and got a very simple answer, that I qualified for this free tax return.
I go in to get my taxes done, everything is great with Angela, so far, and then I’m told that because one of my w-​4s were filled out incorrectly, I actually owe the IRS. No big deal, because it’s not a large amount. I’m told by Angela that I have until April 15^th to pay it off. So I’m about to leave to enjoy the rest of my day when I’m asked how I’d like to pay for the prep fees. I got a bit confused because what I owe to the IRS and the prep fees charge were roughly the same amount. So as I walk up to the front desk, I ask the receptionist why I was being charged prep fees, I was under the impression that it was no charge.
Now this is where I am completely taken aback by the tone, language, and the condescending attitude of the receptionist who has my credit card ready to swipe it, even though I have questions about fees. She (Margaret) says to me «What, u thought this was free?» Okay. Pause… Um yes! I actually did think it was free, that’s what I was told over the phone, when I booked the appointment with you.
She proceeds to snap with her attitude, «Well that’s what everyone who calls and comes in says, it was free up until the 15^th, when did you call?» I spoke to you on the 15^th, and you never mentioned that was the last day. She admitted to not telling me the last date, but still tried to blame me for coming in after that date. She said, «why didn’t you say anything before I charged you?» Um… Lady, Are you serious?!? As I’m asking you why I’m being charged, while you’re swiping away.
God had to be with me that day because I was the most irate I had ever been in my life and managed to stay extremely courteous and calm when my blood was boiling! The fact that a mistake was made was not the issue, mistakes happen all the time, but the nerve of that woman talking to me in the way that she did, trying to blame me for her incompetence, and her lack of remorse for screwing up had me floored! The manager (Robert) was in the building and heard her talk to me with that tone and attitude and simply did nothing about it.
They made it a huge deal about not being able to refund me and told me they couldn’t reverse the charge because it already went through (biggest bullshit I have ever heard). That in itself baffles me. Why would u have a system that couldn’t refund someone if a mistake was made with an incorrect charge?
Customer service is EVERYTHING and they clearly dropped the ball on that. The manager was on the phone with other managers, I believe, responsible for voiding and refunding charges. Ultimately there was nothing they could do to reverse the charge on my cc, so they would be sending me a partial refunded check via mail in 1 – 2 WEEKS! (Funny how you take my money instantly, but I have to wait weeks to get it back) They still charged me for State although I was unaware that I had no option but to file state as well. I would have liked the tax preparer to let me know there was an additional fee.
Paying a fee is not an issue, I just absolutely hate when companies try to take advantage of my newness. I didn’t have to go to H&R Block, but I did because I trusted they would do a great job and take care of my needs. They did the exact opposite!
The manager didn’t offer a full refund for the obvious mistakes, inconvenience, the horrible customer service, nor the abrasive demeanor from the receptionist who is supposed to be the first and last impression of the company.
I pulled the manager aside and expressed to him my unhappiness with the type of service I received. I hope he gets rid of that troll of an employee he has! I will be checking back with in a week to see if I ever receive that partial refund.
I’m better off doing my taxes through Turbo Tax, at least I don’t have to deal with disrespectful, clueless employees, who show no remorse for mistakes they make that impact the customer.
Stay away from this location

I’m excellent at procrastinating sometimes and so of course, I waited til the eleventh hour to do my taxes. Combine a bumpy 2009 with a recent move and the result was me panicking on Sun and running into the H&R Block that’s walking distance from my house. They were so nice and Cesar was a godsend! They gave me not one, but two free consultations, and saved me from paying a ton of $$$. Now I’m getting a fat refund and I am soooo relieved! Cesar even offered to reassess my 2008 taxes to see if I can get more back for unclaimed deductions. Their pricing is very reasonable and all of the staff are very nice. This location is only seasonal, so if you are waiting til the last minute to do your taxes, check them out!