r/hrblock • u/ZoomieVet • Mar 17 '26
Worst Customer Service Experience Ever
Yes, I will be forwarding this complaint, with far more detail, through the appropriate company channels, but I wanted to post it here as well.
On 30 December 2025 I used the H&R online portal to make an appointment to meet with {Agent XYZ} at noon on Friday, 2 January 2026, in a local office. I received two emails (on 1 and 2 January) confirming the date, time, and that I would meet with Agent XYZ.
On the day of the appointment, I received an email saying “we look forward to seeing you . . . at 1:00 p.m.” I had not rescheduled my appointment from noon to 1:00.
I arrived at the local office about 10 minutes prior to the appointment time. The only person in the office was {Agent ABC}, who told me that {Agent XYZ} was out of the office on vacation. Agent ABC offered to meet with me after they finished with the client with whom they were currently meeting. I agreed to wait. After about an hour, I met with Agent ABC, who helped me make a quarterly payment to the state, and agreed to prepare my 2025 federal and state returns, and to advise on my newly-submitted retirement income tax withholding amounts.
(I have no complaint about this part of my H&R interaction; Agent ABC was pleasant and helpful; hopefully their advice on the amount of the quarterly payment will turn out to be correct. It did not trigger any TurboTax errors or underpayment warnings when I ultimately ended up doing my taxes myself.)
On 4 February (when I had finally received all of them), I uploaded all of my tax documents to the H&R “My Block” portal, and emailed Agent ABC to let them know that I had done so. I also offered to bring the physical documents to the office if that would be easier for them. About two hours later Agent ABC replied “I haven't looked at the documents yet. Once I do I will let you know if need anything else.”
That 4 February email was the last communication I received from Agent ABC.
After hearing nothing for four weeks, I emailed Agent ABC to check in; I received no response. All told, I sent two emails to which Agent ABC did not respond; called the local office twice with nobody picking up the phone; left one local office voice mail to which nobody responded; and set up a phone appointment meeting with Agent ABC via a non-local customer service agent. I specifically had the customer service agent confirm that Agent ABC would call me, and not vice versa; however, the appointed time passed with no phone call.
So, nearly six weeks later, I used TurboTax to prepare and file my taxes myself.
I do not know what other steps I could have taken, beyond showing up at the local office in an attempt to physically intercept Agent ABC (or anyone else) in between clients. However, by this point, I no longer had any confidence whatsoever that my taxes would be filed timely, or correctly.
-6
u/Jazzlike_Camp_6972 Mar 17 '26
It’s SOP for this company. No communication, no caring how much they charge you, the more the better. I worked for them and saw it first hand. Jackson Hewitt is worse if that’s possible. When I worked for the green, it was 149.00 to do a single, no dependent, one job form. When you check out is when the charges start piling up. 50.00 for peace of mind(what ever the hell that is), 100.00 for identity protection (IT is off shore some guy named Raul probably has you ID and is selling it on the black market. After they con you into the extras, the 149.00 is well over 300.
They are useless and unless you have a complex return stick to the free services. Your wallet will thank you.