H&R Block

*DONT COME HERE*
This was my second time filing taxes with this company. My first experience was stress free, easy, and received great service from CLAUDIA KITE on February 8, 2013. Sadly our recent experience with H&R Block was terrible. On February 10, 2014 my husband and I scheduled an appointment online with an H&R Block Tax «Professional» CLAUDIA FRANCO for February 14, 2014 at 7:00pm– 7:45pm for the location: Bristol Marketplace 1313 W 17TH St, Santa Ana, Ca, 92 704, and received an email with my confirmation number. I scheduled this four days in advance so we would avoid the dreaded walk-​in wait time. We arrived twenty minutes before our appointment started, checked in at 6:50pm and the receptionist told us to wait. Ten minutes passed when she announced that our tax professional Claudia Franco was not feeling well and left early and that someone will help us in ten more minutes. What?! I honestly felt that we were owed a call informing us of this change.
During this time the office manager SANDRA VERONICA PEREZ is talking to the receptionist discussing that they were not aware of this online appointment and that if we would like to stay or reschedule. Having already pushed some plans back to attend this appointment we decided to go ahead and wait for the next person which was fine. At 7:20p.m a couple walks in late for their 7pm appointment and take a seat. I asked Sandra if I would have to wait to be helped after they were done, she briefly said yes because they have an appointment. This was ridiculous! I respectfully said that it wasn’t fair for me and my husband to wait more time when we had made an appointment and my tax professional left early. She irritatingly said that she was not aware that Claudia had left early or that there were two 7pm appointments. Honestly I found that to be a joke, how can an office manager not know where their employees are or what time they leave? What if something drastically happened like an earthquake? Everyone needs to be accounted for right?
Seeing me now upset she asks the receptionist what time Claudia left, she replied 6:40pm. So how come when I was parked right in front of the office I did not see any one leave? So then she calls Claudia and leaves her a message informing her that her 7 o clock client was upset because she had forgotten her appointment. Then immediately called for backup, I believe her name was Yesenia to come in. Sandra apologized, asked me to wait again, gathered her belongings and left for the day. As she exited she smiled and said «I will make it up to you».
When tax preparer MARINA L. JURADO was available, she walked us to her cubicle asks us about our business there today (explains it would be an easy and fast filing) then told us to give her 10 minutes so she can gather signatures from her «family» waiting on the next cubicle. Well this did not take ten minutes, it took 30 minutes. In the middle of this I saw a young lady walk in, I am guessing this was the back-​up «Yesenia» and head to the back when the receptionist kept pacing back and forth seeing that we were still waiting and said nothing. Yesenia could of helped us but just showed up for «work» and stayed in the back room for 1.5 hours.
Our tax filing with Marina took 1 hour and 10 minutes and applied a 12.5% discount for out long wait time which Sandra instructed. I was disgusted by the service we received and hope no one goes thru what we did. Another thing that I was not happy with was that an elderly couple walked around 7:15pm asked if they could do a walk-​in, were told to come back at 8pm (which they did) and received help right away. It was really unprofessional and unacceptable, I honestly don’t think we will ever recommend this place to anyone because we were left with a bitter experience. Sorry to say but this was our horrible experience of 2 hours and 25 minutes.
*NOTES*
Claudia Franco left early, no notification.
6:50pm– 7:32pm, We waited in the lobby.
7:33pm– 8:05pm, We waited in the cubicle.
8:06pm– 9:15pm, Finally filed our taxes.
Back-​up «Yesenia» never helped us or worked.

Horrible service that ended up costing my mother and I money & time. Very pricey & incompetent people work on this location.
Will never use their service again. I will be filling complaint with IRS & BBB.
Wouldn’t even give them a star only did because this review says so.