1 /5 Alexis Winans: My absolute worst experience filing. I had an appointment on February 14 at 3:00pm. I arrived 10 minutes early for my appointment with all of my tax documents in hand AND scanned into the online system. As I waited in the waiting room another woman comes in saying she was late for her 2:30 appointment. They proceeded to take her back before me, knowing that I was there first. Instructed me to leave my tax documents for drop off and they would call me. I did. I did not receive a call back but I do suffer from anxiety and was overwhelmed with not knowing what was going on with my taxes. I went back up to the office at opening on February 15. I waited and was called back. Patricia Roberts was very condescending and rude to me. At one point she stated “ I get that you have anxiety, you have an appointment later today and that’s when you come” (I did not have an appointment later on that day) At which point I responded “ No, my appointment was at 3o’clock yesterday.” She shook her head and went quiet. She then asked a few questions pertaining to my taxes to which I answered, being very polite. She grew frustrated with my taxes and had to make a phone call. She grew even more agitated and when she hung up the phone she abruptly closed my tax file and slid it towards me saying she could not help me until 10. The entire time rolling her eyes and making comments. Another lady across the hall who tried to be helpful was making a suggestion on a different way to submit my forms, Patricia interrupted her saying “She’s going to freak out, she has ANXIETY” in a mocking tone. I then stood taking my taxes and stated that she was very condescending and that I have never been treated so poorly in an HR Block and that I would not be filing with them again. I have been a loyal HR Block customer for years and have always been pleased with the service and my refund. I have always been willing to pay the extra price because of the service I received. This was my first year filing at the Okeechobee office and I will no longer use HR Block to file my taxes due the way I was treated. Customers who arrive late for appointments should have to reschedule. Your tax professionals should be polite, helpful and understanding. Anxiety is a real disorder and is nothing to mock. Patricia Roberts should not be providing customer service if she cannot be those things.
