H&R Block 170 Northgate Drive, San Rafael, CA 94903

"I might as well start by saying that I've been coming to this H&R block for multiple years already. Referred multiple people here because I've always felt the customer service quality and professionalism were top-notch. However, this year is a different story. I dropped off my documents about 2 months ago and never got any updates. Which was unusual since there were only about 2 documents and should not have been a complicated tax filing. When I called to make an appointment because it was taking much longer than usual I specifically said "I only have Mondays available" and my appointment was set for Wednesday without my consent. On Monday the 12th my partner and I go in to see if we can get any information because she just so happens to have dropped her documents off a week after mine. We go in and patiently wait for the tax professional to be available. I understand he's overwhelmed there were about 4 people in the waiting area and he was already dealing with one so I wasn't caught off guard when he started making comments like "oh we were expecting you last week" and "oh well it's June you can't always have what you want" when I was trying to explain to him that Monday is my only day that I am available when this facility is open. Either way, we get brushed off and told to come back in 2hrs which is the same thing he told the other guy with the exception to his appointment. When we returned I'm given my documents to sign in the lobby while Jack was working with someone in the cubicle. When Jack finishes up and goes up to my partner and me to tell us that there was a Healthcare document that wasn't applicable for the full year my partner decided that it was best to just continue with whatever documents were available, Jack then commented, "oh you must be marrying up, she doesn't care about money" my partner and I were insulted, commentary like that is inappropriate. When my partner was working with Jack alone in the cubicle he continued to make disrespectful comments to her such as "is he doing legal business..." and asking her if "is he a good guy..." We have never experienced such lackluster professionalism and level of common courtesy. We will not be going to do business with Jack again."

"No messing around. They get the job done, communicate, update, follow-up, and don't let you forget your appointment. The process was faster this year than years past."

"My preparer was lovely - friendly, professional and helpful. He answered my questions clearly and and without too much jargon. Getting your taxes done is not the most enjoyable experience but it went fast and I had fun"

"As always Nelda was attentive, courteous and professional. She got my return to me in the time she promised. The front desk also treated me in the same manner."

"Robert was so awesome. It's the busy season, but he took his time and really dove in to my complex situation. I am so appreciative! He also gave me some great recommendations to take care of throughout 2019 that will help during tax time next year. I have never had my taxes done for me before, but after my experience with Robert, I will never do them myself again! So stress free. Also, I want to call out how calm and friendly everybody in the Northgate San Rafael, CA office was. This is the height of their season and I'm sure they are seeing a lot of stressed out people, but they were so great to everyone. Thank you!"