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H&R Block Complaint - Worst Customer Service Ever - Tax Prep (almost)
Tax Prep (almost) - Complaint
BARRE, VERMONT -- I spoke with the company on the phone to make an appointment. The only appointments the had available were Sunday, when I try not to transact any business, and a week from Monday in the middle of the afternoon. My wife and I both needed to be there, so we rescheduled our time, and waited the week and a half that was required. I get it, it's tax season. The day of the appointment, I had to leave a meeting with my boss, his boss, and the VP of our organization to be there on time. My wife and I met there, we were 10 minutes early. We try to be early, to be respectful of the people we're meeting with.
Our appointment was for 3:00. At 3:15, after we'd been waiting 25 minutes, I asked the ladies working the desk what the expected delay was. It *is* tax season, and I get it. A short delay is fine, but we already had to wait a week and a half for this appointment, and we had other appointments for work that we had to keep too. They told me that there wasn't an expected delay, and seemed surprised that Kevin, the guy who had been preparing our taxes for the past 3 years was taking so long with his 2:00 o'clock appointment.
At 3:40, Kevin finally comes out and calls us. He passed off being 40 minutes late with an insincere sounding "Nice to meet you, sorry for the delay". He didn't recognize us at all. Ok, he might recognize us once he looks at our past returns. I tell him, "You know, this is kind of a pet peeve of mine. My wife and I are both professionals, and we try to respect other people's time, and we expect the same from the people we do business with." He responds with "Would you like to speak with my boss?" I ask, "Do you think that's really necessary?" Apparently he feels it is. He goes and gets her. We spend another 5 minutes or so, of the 20 we have left in the hour waiting for "Penny" the owner to appear. She comes out eventually, and instead of being professional and explaining the situation calmly and rationally, she asks; "Do you want your taxes filed here today? Because, Kevin isn't going to work with you." I say "All I said to him was that my wife and I are both professionals and we expect the same from the people we do business with." She begins to bark at me about how they're doing the best they can, and Kevin works 12 hours a day, and put in over 100 hours last week. I say, "so did I." Because it's true, that's my day-to-day routine sometimes. This only makes her more furious, and she asks again if we want our return done there, because it's really not that important to her. At this point I say, "No, I think we're done here." and "Thanks for wasting an hour of our day". The capper comes when this woman who has been yelling and barking at us (we're the customer in this scenario, which apparently she had forgotten) says "Well, *YOU* need to learn to treat people with respect".
Apparently, treating people with respect means being 40 minutes late for your appointment, and then barking at people and telling *them* how rude *they* are. In any event, if you need your taxes done in Barre, Vermont, please remember that the H&R block location there is understaffed, and overworked, and in the interests of not having them work 12 hour days, please be respectful of their time, and take your taxes someplace else. Your business just isn't that important to them.
Our appointment was for 3:00. At 3:15, after we'd been waiting 25 minutes, I asked the ladies working the desk what the expected delay was. It *is* tax season, and I get it. A short delay is fine, but we already had to wait a week and a half for this appointment, and we had other appointments for work that we had to keep too. They told me that there wasn't an expected delay, and seemed surprised that Kevin, the guy who had been preparing our taxes for the past 3 years was taking so long with his 2:00 o'clock appointment.
At 3:40, Kevin finally comes out and calls us. He passed off being 40 minutes late with an insincere sounding "Nice to meet you, sorry for the delay". He didn't recognize us at all. Ok, he might recognize us once he looks at our past returns. I tell him, "You know, this is kind of a pet peeve of mine. My wife and I are both professionals, and we try to respect other people's time, and we expect the same from the people we do business with." He responds with "Would you like to speak with my boss?" I ask, "Do you think that's really necessary?" Apparently he feels it is. He goes and gets her. We spend another 5 minutes or so, of the 20 we have left in the hour waiting for "Penny" the owner to appear. She comes out eventually, and instead of being professional and explaining the situation calmly and rationally, she asks; "Do you want your taxes filed here today? Because, Kevin isn't going to work with you." I say "All I said to him was that my wife and I are both professionals and we expect the same from the people we do business with." She begins to bark at me about how they're doing the best they can, and Kevin works 12 hours a day, and put in over 100 hours last week. I say, "so did I." Because it's true, that's my day-to-day routine sometimes. This only makes her more furious, and she asks again if we want our return done there, because it's really not that important to her. At this point I say, "No, I think we're done here." and "Thanks for wasting an hour of our day". The capper comes when this woman who has been yelling and barking at us (we're the customer in this scenario, which apparently she had forgotten) says "Well, *YOU* need to learn to treat people with respect".
Apparently, treating people with respect means being 40 minutes late for your appointment, and then barking at people and telling *them* how rude *they* are. In any event, if you need your taxes done in Barre, Vermont, please remember that the H&R block location there is understaffed, and overworked, and in the interests of not having them work 12 hour days, please be respectful of their time, and take your taxes someplace else. Your business just isn't that important to them.
Comments:
Posted by Ytropious on 2011-02-07:
He did apologize, he said "sorry for the delay", what more do you want him to say? His appointment obviously ran over, which I highly doubt was any fault of his own. You can blame his other customers for taking so long with him. As it is, you didn't have to belittle him for that. As a "professional" I'm sure you understand that things come up, and clients aren't always as prepared as you. Making him feel bad about that is NOT the way to start off your appointment. It does sort of make you look a little rude.
So he didn't recognize you, he prepares taxes for a lot of folks I suppose. It takes me a long time to remember people spontaneously. The thing is, I hate to say it, but I would never schedule an appointment when there's a chance it's not going to be on time and the rest of my day is going to be off.
So he didn't recognize you, he prepares taxes for a lot of folks I suppose. It takes me a long time to remember people spontaneously. The thing is, I hate to say it, but I would never schedule an appointment when there's a chance it's not going to be on time and the rest of my day is going to be off.
Posted by momsey on 2011-02-07:
Yes, it's frustrating when appointment times are not strictly adhered to. But it surely wasn't Kevin's fault. Implying that he's not professional is not a way to get off to a good start, and I can see why he decided not to work with you.
Posted by throwback on 2011-02-07:
When someone starts out by insulting the employees, I don't know how you can expect to be served. It sounds like Kevin acted in a professional manner by referring the insulting customer to the owner.
They sound like they were swamped and didn't need your business or insults. Your best bet may be to buy TurboTax.
They sound like they were swamped and didn't need your business or insults. Your best bet may be to buy TurboTax.
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