I have used H&R Block to do our taxes for at least 7 years now paying over $300 each time which has equaled more than $2000. They have always been great until this past year. We had used the same person to do our taxes for years but she was busy and they set an appointment with a different professional this time. She was nice but did talk a lot.
The problem happened about 2 months later when we received a letter from the IRS that we owed about $1800 because we under reported our advance child credit. I called HR Block to get clarification and they basically said I needed to call the IRS. I thought since we also purchase the "Peace of Mind" insurance they would help us resolve this. I'm either case, after a few weeks of trying to get through to the IRS I called HR again so they can help. They set up an appointment 20 mins out of town to have a pro help us. When we arrived, he was with a client and said he would be a while and for us to come back. They told us if he could make copies of our documents and ripped the two front pages which were the IRS provided child tax credit pages our to make copies. He said he would call us in a few days but we were going out of town and there was a deadline on the letter so we tried to get another appointment made that day. The closest location was 45 minutes away but we wanted to get this resolved so we took it. Upon arriving and the pro revising our documents, that pro found the mistake and it was due to the original person imputing the wrong information. The current pro did ask why those two documents were removed from the packet and we informed her that our previous appointment removed to make copies. She proceeded to call her district manager, Steve Nordstrom on the phone and we could hear him on the phone say that our original pro who is experienced would never make that mistake and no satisfaction refund will be issued. We were not content with that and proceeded to submit a complaint to customer service. About a month later now they finally called and it was Steve. He said that because those documents were ripped out and the original pro stated that we instructed them to enter a certain amount in that child tax credit area that no refund could be given. We also provided an email from the pro who ripped out those documents from our package stating that he in fact was the one who ripped out those pages but Steve said it wouldn't matter and would take the original "Pro's" word. He decided that our future business and thousands of future dollars was not worth returning this years tax fee. Terrible customer service specifically by the district manager, Steve Nordstrom. I will definitely be using a different preparer for our future returns and advising my friends, family and clients to do the same. read more
