I have used this specific location the last two years and have some conflicting opinions about the service that was provided. Last year, my taxes were filed seamlessly by a person that was clearly the manager or the owner of the location. She was incredibly knowledgeable and capable, and my taxes were processed quickly.
However this year, I was serviced by a less experienced member of the team in the branch. The gentleman was very personable, but clearly over-worked and overwhelmed. On both the occasions that I attended the location, he commented with good humour that he had not been provided with a lunch break at all, and that he was on a tax season diet.
On my first visit, the woman who filed my taxes last year berated the gentleman twice in front of me, while he was dealing with my claim. After walking him through my sundry papers, we arrived at the refund portion, which he could not sufficiently explain to me. I couldn't understand why it would cost me more money to receive my return from the government than to leave that afternoon with my refund loaded on to a prepaid mastercard -- frankly neither did he. I had zero interest in receiving my refund on one of these cards, and I did not appreciate being pressured on both occasions to accept the refund in this manner, as one incurs additional charges to access their money, but I digress.
At the point that I was refusing this on my first visit, the manager or owner came over and criticised the gentleman at the front desk for not understanding this process. She then pulled me aside to suggest that she look over my paperwork, to ensure it had been filed correctly. I was actively concerned by the behaviour displayed by both tax professionals, but I was at the point that I should have been leaving with my paperwork filed. I was assured I would receive a phone call later that evening. I did not receive a phone call back for over a week. I called and left a voice mail, which was not returned. I called the next afternoon (day 8) and feel quite confident I was speaking with the manager over the telephone, as she has a distinct accent. She claimed to have no knowledge of what I was talking about, however while we were talking in person in the branch on my first visit, she recalled specifics of my claim from the year before. She did assure me the gentleman would return my call, and he did so, promptly this time.
I was serviced within 15 minutes in the branch of that phone call, but the same concerns arose. Still, the prepaid card was pushed, and I refused one. I requested a cheque and was told it would take longer and wasn't as convenient for them to provide me with one-- totally not my problem, as I'm paying for a service. Those five minutes were well worth it to avoid the additional charges listed on the H&R Block website for using said card.
On both occasions in the location, we were interrupted multiple times, and i felt there was a general lack of privacy around what I consider to be fairly personal financial affairs. There was a lack of professional decorum top down in this location, and I hope that this improves, because I do feel the manager/owner was more than competent as a tax professional, but was clearly lacked the ability to manage others with compassion or patience. I did not leave feeling confident that my paperwork was filed properly.
I feel pretty certain I would not feel comfortable using H&R Block again. read more
