We made an appointment with H&R Block on Holmes Rd in Lansing due to a notice we received from the IRS about stimulus money in the amount of $1500 we potentially owed back. When we arrived for our appointment at 11:50am, our appointment was at noon, the lights were on, and a coat was on a chair, but the door was locked. We thought, ok, it opens at noon, no biggie. Noon came, and no one came to the door. We waited and finally called the number on the door, and as I was speaking to someone at the call center (not anyone in this particular office), the woman finally came to the door. It was instantly a rude experience. No apologies from Beverly Pung, whom we have never dealt with before, her first words, which were very abrupt and rude, were--"Do you have an appointment?". We said yes, and she asked--"With who." We couldn't remember the person's name, so she took our IRS letter and asked again if we had an appointment, and once again we said yes as she walked away. She was the only one in the office, we were the only people there for an appointment, you'd think she would know her own appointments for the day? She reeked like smoke and the office reeked like smoke, she was unkempt, and was still very short and rude with her demeanor. She came back and said--"Oh, I guess your appointment is with me." Ok, this was a great start. So we explained our situation about getting the letter, and she said--"Oh, I see what happened here, you told her you wanted the stimulus money taken out of your tax return, so she put the amount on your return, but the IRS wants it back." We said, no, we just said we didn't get any stimulus check, but we didn't say to take the money out. She said--"Well, it's right here in your return and she would've asked you if you had gotten it." Yes, as we had told her, we didn't get a check, but we didn't agree to having the money taken out of the tax return because we didn't think we would qualify and we didn't need the stimulus money, and that we had Peace of Mind through H&R Block, so we're covered. She said--"Well, the Peace of Mind is to cover any miscalculations." We said that the letter from the IRS stated right on the front that it was a miscalculation. She then said--"Well, it's your word against hers." Really?? We looked at each other shocked because this rude woman is basically telling us that the Peace of Mind offered by H&R Block is useless because it's their world against the clients. So we were getting pretty upset at this point. She told us to pay the money, then she switched and said that she could make copies and take it to her manager, but nothing would probably come about from it. I started taking our papers away from her, she was being so rude from the get go, I was just done with this person. I had stated that I knew this was going to happen and that I hated this f-ing place (yes, I literally said "f-ing" because I didn't want to outright swear). This woman actually started to get rude back and said--"Well you may think that this f-ing place is.." And I cut her off and looked at my husband and said that I needed to step out before I said something I'd really regret with this stupid person, and I stood out front. My husband, who was furious at this horrible woman, stood in there and had her make copies, got her card, and she said that the manager would get back with him by Saturday. He was livid when he came out. The customer service was TERRIBLE. The experience was TERRIBLE. We, of course, had no resolution, we figured as much. We figured this Beverly person probably just shredded our info the minute we left. We will never go to an H&R Block again, and beware of this so called tax analyst. At this point, it's not even about the $1500 we have to pay back to the IRS. This person is awful with zero customer service skills, zero professionalism, and she makes the whole corporation look very bad. The manager called us, and was pleasant and tried to be helpful, but the employee blamed us, saying we were rude to her, didn't take any responsibility for her attitude and lack of professionalism, and the manager was only taking her word for the situation. We have sent emails to the H&R Block Corporation as well. Hopefully someone higher up will listen and reprimand her. read more
