Block seems to have a very very low rating from customers and a massive number of complaints. Granted they do more tax returns than any other single company but if you read the nature of the complaints against them it is unbelievable. What's going on at Block? FYI the number to the corporate office of H&R Block is 1-800-472-5625 and you can file a complaint with them if they've screwed you as well.
I think a lot of the complaints come about due to offices being shut down after tax season and even the year round offices are ofen not open all of the time. I don't doubt that phone calls either don't get returned or not in a timely manner. I know a very sharp guy in our year round office who's schedule is down to 5 hours a week yet has a stack of IRS letters to work on. Again, it's not so much the individual that's at fault as it is the business model that Block uses for it's tax prep business - (ie keep hours and expenses as low as possible - but provide excellent customer service). It's hard to do both.
cangetover, I would never say such a thing. NOT answering phone calls is about the worst customer service any business would dare do. I don't doubt that it may have happened, I've seem too many co-workers that rather be beat up than get on the phone, and I've had to take them to task letting them know it was unacceptable, so yes, I know it can happen, but it's NOT the company, it's a bad employee. Block taught classes about listening to customers and taking their complaints seriously, how to listen, how to respond. Every business has bad apples, and that's a shame, but painting the whole company by one bad employee is a shame too.
A highly successful business man giving a speech said if businesses could get rid of the 1% of customers that aren't worth the bother, it would bring more success. There really are customers who need to "kick the dog", and nothing but nothing will satisfy their need to vent their frustration. AND, there are probably 1% of employees that should have never been hired.
Block has its share of less than compentent tax preparers as do the other chains, CPA firms and mom and pop shops. If you do enough returns there are going to be complaints. There isn't a tax preparer around that doesn't make mistakes. Even the IRS has employees that probably should be doing something else for a living.
I've read a lot of complaint type websites against tax preparers. They're kind of fun to read. Many of the complainers haven't a clue about what it is they think they are complaining about. Some seem legit. It would be interesting to hear both sides of those complaints.