H&R Block lost a customer of 13 years over their $7 mistake -- because they provided poor customer service.

Late 2016, I was audited by the IRS claiming that I owed the IRS ~$2,100. I reviewed my documents and found (2) errors. There was a minor typo on my income, AND when H&R Block filed, they forgot to check the box for me to get my education credit. When I called the office to find out how to correct the errors and re-file, I was told that I needed to have a phone appointment before they would meet with me in-person. I made time in my busy schedule to have the phone appointment, only to have the H&R Block person tell me that they needed me to come in, and show them my documents (this is what I had tried to do in the first place). When I made an in-office appointment, I specifically asked whether my husband needed to be there since we filed jointly; they informed me that he did Not need to be present. On the afternoon of the appointment, I met with my H&R Block person and spent maybe 5 minutes telling them that I had discovered the (2) errors and walked her through the paperwork. She spent literally an hour and a half mulling over the same paperwork, only to come to the same conclusion that I did... the 2 errors. She told me that they also needed my husband's signature to file the correction -- I had to call him and ask him to leave work early to come provide his signature on paperwork, that I was told earlier that he would not need to sign.
She was then going to charge me for the appointment, even though the appointment was to correct 2 errors that H&R Block made. I told her that mistakes happen, and that I wasn't upset about it, but that I felt that she needed to "make it right" with me, the customer. After the 2 errors were corrected, it turned out that I did owe the IRS $7. Again, I told H&R Block that the difference was due to the 2 mistakes that they made, and I felt that they needed to cover it -- because of all of the time/effort/inconvenience that their errors had cost me. She said that she couldn't cover it. I looked her in the eye and asked her "Are you willing to lose a customer of 13 years over a $7 mistake that YOU made?" She just shrugged her shoulders at me.

Long story short: I does not appear that H&R Block is interested in providing good customer service or retaining long-timer customers. This year we went to a local CPA that charges us less money and provided friendly, convenient customer service.

We were told if we had our refund put on an emerald card we would avoid a IRS fee for mailing a check. And that the refund could be transferred from the emerald card into our checking account. When we went to the bank they told us they could not do this,that I could only withdraw it from the ATM $400 a day. I went to the HR Block office and they told me the only other way to get our money was to go to Wallmart and withdraw $1000 a day with a $3 fee each time.I feel that I was pushed to put our refund on the emerald card so HR Block could collect extra fees. And that the agent did this knowingly. In the future we will never use HR Block again.

I made an appointment last night to file my taxes during a break between classes today, at 1362 Lambton Mall Rd in Sarnia, ON. I have filed with H&R block before and loved the service. This time, however, I will be going to someone else. I showed up for my appointment 20 min early, and the secretary said she couldn't find my appointment, and asked if I'd called that morning. I told her I made the appointment last night (I double checked to make sure I had called the right location), and she said okay and had me sign the agreement and sit down. There was one other customer waiting in the sitting area. Exactly at noon, when my appointment had been scheduled for, a man came out and made a comment that he didn't know which customer to take, another lady told him that one was a walk-in, so take this one, which I thought would be me. It was not, which is fine, they were there earlier than I was and there were other people working so I figured I wouldn't be waiting long. At 12:05 another customer walked in, apologizing for being late for his noon appointment. The secretary could also not find his appointment, but sat him down as well. At 12:30, after I had been waiting patiently for 50 min, the man who had come in at 12:05 was called into a cubicle. I walked up to the front desk and told her that I was leaving, that the wait was ridiculous. She did apologize at first, saying she thought another lady would have been done by now. I said that was fine, but then why did they take the other gentleman before me? The secretary said, well he had an appointment at noon as well. Again, that I understand, but he arrived late for his appointment and almost half an hour after I did, and he was still taken first. She just gave me a fake smile and shrugged, no further apology or attempt to make amends, just acted as thought it had all been out of her control. So I walked out, and I will not be going back. I understand waiting for an appointment, although half an hour is pushing it. Do not schedule appointments if you can't help them within 15 min of the appointment, and prioritize your customers properly. If someone is left waiting for that long after a scheduled appointment, they should be approached and apologized to, not ignored and treated as though they are being unreasonable for being upset about it. A complete waste of my time, and the only time I had available to do my taxes this week. Very unhappy with the customer service at this location.

I have had the displeasure of working with Lynn Venditti, AFSP in the Wolcott, CT office. She was at the office getting coffee when I showed up for my appt. on time today. She had no clients and there was no one in the office besides herself and her confused secretary. She called me in her cubicle after waiting for 10 minutes. She was rude, obnoxious, yelled loudly at me for asking questions about my filing status that was prepared by her office the previous year. She had a predisposed notion I wanted to discredit this offices past knowledge and accuracy of preparation of my returns. I quietly asked her to lower her tone and she refused. She was very condescending, she cut me off while I was speaking and basically didn't want to do her job. I am no longer doing business with HR Block. I want my name off of their mailing list, email list and telephone directory.

I have had the displeasure of working with Lynn Venditti, AFSP in the Wolcott, CT office. She was at the office getting coffee when I showed up for my appt. on time today. She had no clients and there was no one in the office besides herself and her confused secretary. She called me in her cubicle after waiting for 10 minutes. She was rude, obnoxious, yelled loudly at me for asking questions about my filing status that was prepared by her office the previous year. She had a predisposed notion I wanted to discredit this offices past knowledge and accuracy of preparation of my returns. I quietly asked her to lower her tone and she refused. She was very condescending, she cut me off while I was speaking and basically didn't want to do her job. I am no longer doing business with HR Block. I want my name off of their mailing list, email list and telephone directory.

Had a scheduled appointment for a year. Been getting text reminders for a month, now at the last minute they need to "reschedule" no reason given. I've noticed lots of other tax preparers out there.

Betty Parham, "tax professional?", H and R Block, Branson, Missouri refuses to process my tax return. I have sent multiple emails with the appropriate documents, I have spoken to her in person, and after 2 weeks she has not reviewed my simple return so that it can be filed. Yesterday I spoke to Tracy in customer service (super lady!) who emailed Ms. Parham in order to prod her to do her job. After 24 hours, still, absolute silence. There is apparently a formal complaint process with H and R Block that I will begin on Monday. I will additionally be filing similar complaints with the IRS and the Missouri Department of Revenue. All of this for a $95 refund that cost me $115 paid to H and R Block for no discernible service. Maybe the belief is that I needed a new hobby.

Betty Parham "tax professional"?, is refusing to file my return. I have spoken to her, I have emailed multiple times all with no response. She has had my tax materials for 2 weeks and will not review my return so that it may be filed. I talked to Tracy in customer service yesterday (super lady!) and she emailed Ms. Parham in order to prod her to review my return. After 24 hours, no response, no action.
There is apparently a formal complaint process available that I will begin on Monday and I also plan to file a complaint with the IRS and the Missouri Department of Revenue. All of this for a lousy $95 refund for which I paid $115 to HRB, but for me getting filed is more important than the money. I guess I needed a new hobby.

UGH!! First of all, we showed up 15 minutes early to our appointment. We proceeded to wait in the waiting room for an hour before we were called back. And no they were not busy only one other customer there. Then we get back into the office and the lady who had 22 years of tax service really did not seem like she knew what she was doing. We were asking questions and she couldnt/wouldnt answer. Ive been a customer with this h&r block for 10 years!!! and never had a problem. This year it took her 2.5 HOURS to get our taxes filled. We looked over the paper work and something just didnt seem right so we took out information to another tax office to find out that she did our taxes WRONG. She had us owing $800 to IA when really we only owed $213. Also turned out instead of getting out federal refund direct deposited like we put she changed it to receiving a check by mail. She even took all my bank information! when we called to inform them that they did it wrong they didnt even seem to care all we got was oh ok we will amend them. We paid $323 to have our taxes done and they did them wrong and didnt even offer a refund or any type of compensation for their mistake. The worst service i have ever received and we will NEVER go back.

My wife and I went in for an appointment, showed up 20mins early. The place was empty except 2 staff and yet it took 45 mins to tell us the agent we had been booked with had not even showed up to work (along with 2 others). We got sat with the ONLY person there who had no log in credentials. My wife and I had a single T4 each and IT should have been quick. 3 and a half hours we got stuck there for. The refund was not what we thought it would be. The agent never told us anything he was doing. He had to call multiple help desk and even get the receptionist to help him. This should have been 30 mins...... oh and to top it off he couldn't figure out what was stopping filing and priming forms until another agent, who finally showed up for work, told him he was spelling my wife's name wrong ( we couldn't see as screen was facing away).

When I got upset I was told "glitches happen"

I have been a customer at that location for 7 years.....

No longer....

The lacewood location is terrible. Untrained and unprofessional, especially Linda the client service lady at the front desk. She is extremely rude and unprofessional towards both employees and clients, she makes her employees feel stupid and uncomfortable in front of clients and I was actually surprised at her unprofessionalism. I doubt anyone actually looks at this complaint board anyways so idk why I’m here, but if someone does read this, have a talk to that Linda bitch cause she’s rediculous.

First of all I would like to say how very upset we were that the woman that made our taxes charged us $262.50 for our short form. We are both Seniors on a fixed income we did not itemize. We had our W2's from work and our Social Security and our receipts that we paid our taxes and our interest we paid on our home equity loan. That is it. She put the numbers in the spaces and we sat there for less than an hour. We paid in and received back what we have been getting from federal & state in refunds. I have been told by many that it was ridiculous we had to pay that much, family & friends do their's long form and did not have to pay that much. Why is H&R doing that to people.

It is terrible when you depend on your refund and you get just about every year the same amount back, but this is the 1st time we have used H&R for probably 4 or 5 years. It was 1 1/2 times more dollars to have it prepared than the previous years. The only reason we used H&R is because they usually have walk ins and we thought it would be the same as we had been paying. WRONG!!! What is happening for our Seniors! NO! consideration when they know you are retired and on a fix income, yet you are having to pay an outrageous amount just to be able to get back the money you paid in to use for living expenses for the year.

We will never again have them do our taxes , and we are telling everyone what a rip off they are for seniors. Someone needs to report them to the authority's. Is there anything we can do about the over charge?

On-line access DENIED FOR LIFE after following customer service instructions to overcome "glitch in the system" failure of verification procedure.

CANCELING APPONITMENT 2ND TIME, BULLSHIT. LOST MY BUSINSESS STARTING A BOYCOT.

this is about the MIDDLETOWN,DE office. first off they should teach their customer service rep, how to do customer service. second
when we were asked who we there to see, there were two women standing there and we said my dads prep persons name, we asked to have a seat. about two minutes later the woman standing behind the counter came to get us. why couldn't she just say that, that was her? why did we have to wait? anyway I feel they ripped off my dad. he was charged $267.00 to file his return. the only reason I took him there was because its his first time fileing since my mom passed a few months and we didn't want to screw anything up. when i did my taxes on line it only cost me $30.00 so I figured how much more would his be? he owed the government $67 and she charged him $267.00, for what? how much does she get,for a half hour? she was more impressed with what he made than anything. We both agreed that we will no longer use H&R block and plan on telling everyone. We may be only two people but two people tell two which leads to three and on and on.

I'm not saying that my dad deserved a discount, but to be charged that amount is outrageous. not right!

I was charged 303.00 /264.00 for tax prep and 35.00 for refund transfer and its ben since the 22 of January that I filed . I thought I was paying for rapied refund like I do every year . but was told 3 weeks later that they don't offer that any more .and my brother was told if he got a emerald card he would get 500.00 that day but he didn't so he had to pay for the card and the transfer. long story short ive been with them for 20 years .but next year I will do my own if I have to wait 6 weeks.

A good friend of mine made an appointment this morning for 8pm. She told me she came in about 20 minutes early which would have been about 7:40 pm. When she got there the only tax person there told her she just clocked out and was leaving but she could leave her tax forms and they would get started on it tomorrow. My friend said no thanks and left as i would have in that situation. I dont live too far away so i drove by and sure enough only the secretary was there and she can only answer phones and make appointments. My friend was very upset. I have an appointment for there next week but i am going to cancel and go elsewhere.

Do not sign the payment pad until you look over paperwork they print out and tuck away in the H&R folder they give you and hope you never look at

I’m not done fighting until I get to the bottom of this horrible dishonest service

I have gotten my taxes done at h and r block for years. This year, my tax preparer, Ron, told me that he'd need a letter from my kids doctors office and school so he could make sure that the kids were "being taken care of" or he would not file my taxes. When did h and r block become the department of family services? I don't feel safe with this stranger having any knowledge about my children's whereabouts. There are pervs on every street corner these days, and no tax preparer needs to know their school or doctors office. And he definitely shouldn't have threatened to not file if I didn't bring that information to him. I will never use h and r block again, if this man isn't dealt with right away over his threats and harassment. I don't even feel like I can go back in there and get the forms that I left. It's bad enough that he has access to my home and work addresses.

I first called The Farragut office and explained to them what W-2s I had and ask if my filing the 1040ez would be free. I was told it would be and I made an appointment for Friday at 9am on Feb,9th. I arrived 10minutes early after reviewing my paper work I was told that it would cost me $ 155.00 because I had Social Security. That ridiculous! Once I complained they offered to reduce it by $25.00 what is this a used car dealership. My advice, never use H&R Block ever!

I called the automated system in regards to wondering why my direct deposit had not posted and before i could ask a live operator the actual system told me that it sees the deposit. When speaking with a live operator they hardly let me answer or ask a question without cutting me off with the ever so common phrase “I understand but...” The first employee didn’t even know the difference between a Direct deposit and an income tax refund deposit. When I realized that conversation was going no where I called again and this employee in addition to my verification steps started asking me for the account routing and checking number... my dob again... when he asked for my social security number I stopped and told him that the system says it’s there and there was. Previous deposit last week so we know the account is correct. His manager takes the absolute cake... she barely let me say my name and she in turn told me they don’t see anything and hung up on me. By the time I can reach someone again I will have already been sent back in the road and because the ridiculous disrespect and poor English comprehension of that specific department I will have nothing. This is no representation of the individual dealing with my taxes... they are great. So is HR. But someone needs to contact me from the whatever department and look into the gross negligence this manager showed

I feel H&R Block is not forthcoming with fees. I would suggest letting “Premium” online fliers know there is a HIDDEN transfer fee in addition to the Premium fee. I’m a poor, I have no credits or earned income deductions and honestly made very minimum thatvreeuired me to file a 1099 misc. I’m disgusted with the blatant theft and seemingly dishonest dealings of this company.

I have prepared my own taxes for almost 10 years and should have done so again. However due to an unforeseen expense we are experiencing a slight financial hardship. Due to this my husband called HR Block to inquire about the Refund Advance and was told as long as you are getting $1,000 federal refund you qualify. After doing most of the footwork myself I saw our federal refund would meet that minimum requirement. So we decided to make an appointment and absorb the additional fees of paying HR Block in order to at least get the $500 refund advance. After spending nearly three hours and incurring a $449.50 tax bill we were given our HR Block Emerald Card and told within the hour we would know if we were getting the $500, $750 or $1,000 refund advance. It was such a huge relief. However an hour later we got notified we did not qualify for the refund advance due to insufficient refund amount and in partial due to our credit report. HR Block mislead us into believing the only qualification was $1,000 federal refund, when in reality that is not true at all. You are basically applying for a loan/line of credit and this should be disclosed up front! HR Block needs to be held accountable for it's misleading actions and should refund anyone who filed with them by being baited into an office with the Refund Advance. I could have saved myself $300 by doing them myself and still had my refunds direct deposited withing the same time frame I will receive the money. I am now out $449.50 because I was mislead and lied to about being able to receive a refund advance. If I had know a credit report was a requirement for the advance I would have never wasted my time or money! I am very upset by the misleading sales pitch HR Block is giving to bait in clients. I am not only out the advance, but an additional $300. HR Block needs to be held accountable for it's actions and anyone mislead into having their taxes done based upon the Refund Advance should be refunded the fees. I am seriously debating filing a complaint with the Attorney General's office and maybe help prevent someone else from falling into the trap.

I normally prepare my own tax returns, and have done so for the last 10 years. However due to some unforeseen expense I am experiencing a slight financial hardship. My husband called HR Block to inquire about the Refund Advance and was told we would quality and get at least $500 if we had at lease $1,000 federal refund due. I had already started our taxes and knew our refund would meet that qualification. We spent two and a half hours at HR Block, racked up a $449.50 tax bill only to find out our advance was denied. I could have saved myself $300 preparing my own tax return as I normally do. I am extremely dissatisfied and feel HR Block is totally misleading clients to draw them in on false pretenses. The Refund Advance they offer is actually a loan/line of credit and to quality you must submit a credit check authorization and meet refund guidelines as well. My denial reason was insufficient refund (even though our refund was over the minimum $1,000) and unsatisfactory credit report. This should not be allowed and HR Block should have to refund the fees in excess of what I would have paid to file myself. You'd also think you were protected by a tax professional preparing your taxes....but NO. In order to have "peace of mind" audit protection that was another $55 fee. This is totally unacceptable and HR Block needs to be held accountable.

I have a complaint I filed short form just cost me $256 on a short form that is so asinine it's pitiful I had a personal accountant do it and they charged me $100 for a little long form me because I owned rental houses $256 to file a short form asinine and I will never use H&R Block again