After waiting for half an hour after our appointment time, it became clear that the person my husband and I had made our appointment with was not going to be ready for us any time soon. We were passed along to another "professional" who was clearly annoyed to have had us pawned off on him. We sat down at his station and he didn't greet us or say anything to us all. After sitting in silence for a few awkward moments, I finally broke the ice and explained that my husband and I got married last year, and were having trouble deciding whether to file jointly or separately. We have income-based student loan repayment plans, and were trying to determine whether the penalty for filing separately would outweigh the increased loan payments. Our "professional", Robert, despite having 9+ years of experience, had never even heard of income-based repayment, so he was no help there. He also said that in order to compare the difference between filing jointly or separately, we'd have to create 3 separate returns. He acted put upon by the idea. We told him that we could have filed a single return at home by ourselves, but we'd come into the office specifically for help with this matter. He relented, and even began trying to make jokes during the process once he realized how angry I was. I had half a mind to get up and leave in the middle of the appointment. He didn't explain things very clearly, and we had to correct several mistakes he made while entering our information. Once he'd created the 3 returns, it was up to us to determine which way to file since he had no knowledge of our repayment plan, and claimed that no one else currently in the building would be able to advise us either.
The lack of customer service was appalling, especially for the cost of the services. We would have been better off using Turbo Tax at home. Don't waste your time or money here. read more