H&R Block in Pleasant Hills

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  Amy Coyne

  :: 05 April 2017 07:57:25

  Let me explain the 3 stars. Darlene is wonderful. She is knowledgeable and on top of her game. She is a true asset to this branch and to the company. Absolute 5 stars. I have had her do our returns for years and wouldn't consider anyone else. She has helped us with several IRS errors and had them resolved quickly and in our favor. The issue was when we had our first contact with Maxine on the phone. She knew we were H and R block customers but she was incredibly rude and dismissive. I had mistakenly thought that any agent should and would help if your agent was not available. Maxine has no grasp on the concept of team player and even less understanding of customer service. When she did not rerun our call Friday night 3/10/2017 we went to the branch the afternoon of 3/11/2017. I was truly hoping for a different experience in person. Amazingly, Maxine was more negative, dismissive, condescending and flat out rude in person. Our concern and one question seemed to be beneath her and come to find out she could have fixed the issue very easily. However Maxine's laziness over rode her ability ( if she even has it ) to provide any customer service.