H&R Block

For close to ten years, the Hudson, NY branch of H&R Block has prepared my taxes. This year, the IRS questioned a prior year’s return. I left phone messages with Block’s office in Hudson. After 3 days of leaving messages, I finally got a live person who gave minimal assistance in resolving the problem and told me to send the demand form back to the IRS with a form proving an IRS Rollover. I did, certified mail.
Two months later, I received another demand (for a smaller amount) from the IRS and personally went to the Block office and left the forms with an associate. I came back 2 days later, and the associate returned my forms with some lines highlighted in yellow on the forms, and told me to send those and a copy of my 1099 back to the IRS. I did, certified mail.
One month later, I received YET ANOTHER demand from the IRS (for the smaller amount, plus interest). I physically went to the Block office in Hudson and was told I would have to come back and see the tax preparer on Monday at 9 AM. So. I Ieft and returned that Mon only to find a sign on the door indicating the office would be closed all week. I was furious since I believed I had had an appointment and called the Block office. Their answering machine stated the office would be closed for another two weeks.
That was my THIRD try at getting assistance… after being a 10-​year client and having paid more than $ 3,000 in fees! I then learned that unless you pay a $ 30 surcharge at the time a tax return is prepared, you will not get but minimal assistance from H&R Block if the IRS questions the return. One would expect this type of support without the $ 30 surcharge (which, by the way, they did not tell me about when charging me for the years of tax preparations they did for me).
I finally went to another tax professional, who cleared up the matter in two weeks (and charged $ 150).
I think it unconscionable for Block to have a surcharge for doing what any customer would expect is inherent in the service. Assistance in the event of an IRS inquiry is expected when you pay for tax preparation, but it isn’t. You must pay the $ 30 surcharge. And it is even worse because Block does not tell you about this in advance.
My advice — pay the surcharge and hope that Block performs if needed, or even better … use another tax preparer.