H&R Block

If I could give this location a negative number of stars, I would. I’ve done my taxes at home by myself for years — having an MBA helps. But this year, I was sick when tax time came around, and my husband decided to do them for us using te H&R Block tax software. The result was so hopelessly screwed up that we wound up filing for an extension, and trying to get help from the software support people. That didn’t work either, so he made an appointment with this office, and took in all the documents and files, asking for them to help with specific problems introduced by THEIR software. At no time did we ask them to review back returns, or come up with anything «creative» — just fix certain problems. For example, we are raising a child who is not related to us, although we have complete custody. Their software allows you to select only biologic relationships, adopted, or foster child — and my husband mistakenly checked «foster child», which triggered a number of problems (an earned income credit, a child tax credit, etc. which we are not eligible for since he is NOT a foster child, just a much-​loved part of our family we can’t legally adopt).
Our return was assigned to a person named Lee Phelps, and I have just had the most unpleasant «customer support» experience of my life with this person. Here are the three reasons I am so unhappy.
1. After receiving our files over two weeks ago, Ms. Phelps got sick, and no one worked on the file until last week. Repeated calls asking for the status of our return were made over the past two weeks, but they went into a black hole. Finally, we got an email saying she had questions, and would call or email on Monday (today) with them. Why couldn’t she have asked them when she sent the initial email? Why did we have to wait two weeks for anything to be done? More than one person works for this company — if she was out sick, and hadn’t started on the work, why could’t someone else have handled it? We should at least have been notified that nothing would be done. We told them up front that problems with their software had us in a bind due to a firm deadline of July 1 to have the forms completed. Their delay makes it nearly impossible to meet that deadline now, and no one has even had the decency to apologize.
2. The questions she finally sent (after 2 p.m. on the promised date) assumed that the information in the software — which we had already told her was wrong — was correct, and that we were (a) unaware of the law (b) asking her to do something illegal and © just plain stupid. I felt that every sentence in her emails was condescending and rude, and after a long series of emails, I asked her to call me. No call back. So I called the number on her email and got the company’s call center, which knows nothing about what goes on with individual customers — all they can do is make appointments or answer general questions.
The specific sentences I felt were condescending and rude included, «I can only do what is legal, no matter what you did in the past or want done now.» No one asked her to do anything illegal, and no one here made ANY claim that we have a foster child.
3. When we finally got a live person in the office on the phone, we were told that Lee Phelps was in the office, but was not accepting phone calls. We were told that her next available appointment is in two days time — which is the date that I am required to turn in completed tax forms as part of an application for insurance benefits. This hard-​and-​firm deadline was made clear to the company multiple times over the past two weeks — at no time did they say they couldn’t meet the deadline. Until today.
I have never used this company before, and certainly never will again. I found no place on their website for customer support, no address where complaints can be addressed, and no help available for custmers dealing with absent employees. The people in the call center are plesant enough, but have no idea what goes on in the local offices. I don’t even know if the person who was assigned to my taxes actually works for the company or for a franchise, or what qualifications they have.
I wish my husband had never downloaed their software, and I certainly wish I had never met Lee Phelps. I am exhausted from the experience — and now I get to do the taxes by hand instead. But at least I know they’ll be done correctly if I do them myself. Should’ve done that back in April instead of letting my husband have a go at it with some «free» software package that has proven to be a very costly diversion.

Horrible. .they don’t stick to appointment times and they give shaded info. I will never deal with this company again. to all that read good luck