High level of expertise
Friendly and personable service
Prompt and efficient lodgment of returns
Very slow processing after appointment
It’s been 5 working days and my tax hasn’t even been lodged with the tax office yet, most people want their tax quickly, not for it to be all filled in but not be lodged
On a better note, I was happy with the service on the day of completing the paperwork
I was with there for 15 minutes and was charged $148.00 and of that time time we spent about three minutes on salutations. I'm a pensioner and make $2000.00 in extra income and they class that as a business tax preparation. If it wasn't for my extra income I wouldn't go there. They have taken 7.5% of my additional income for 15 minutes work and my return is an exact copy of the previous years. So much for there fake advertising that returns start at $99.00. You just couldn't get any simpler than my return.
3 agents, 4 appointments, 7 calls, and my assessment is still incomplete.
Last year, I went into the office, and I had 2 years' worth of returns completed within 1 hour. AMAZING.
Oct 17, 10am appointment with Agent#1, no call. I call at 10:10, agent is still with another client. 10:45 still no call, I have to cancel, new appointment made.
Oct 19, 9am appointment with Agent#2. Additional documents requested, I respond within 2 hours.
Oct 22, Advised via email that I would hear back "by Oct 26 if not earlier".
Oct 29, still no response. I call, no update on assessment, make another appointment for Oct 31....Oct 30, I receive an email that my appointment has been moved to Nov 2 with Agent#3. Nov 2, I get a call from Agent#3, has done no preparation and so has no idea of the status of my assessment. After explaining the whole story again, Agent#3 confirms the initial assessment and the requested information via email is there. Agent#3 will process that day I should expect a call between 4:30-5pm or a final email with the assessment to sign. 6:45, nothing. I call H&R call centre, who emailed Agent#3. No follow up received. Nov 4, call Agent#3. Still incomplete, need more time. I have been hand-balled, assured I would receive a response or email, to only have to chase each agent. All I want is honest/realistic timelines. If you need a month, fine! But each step has been "just a few hours" or "just a few days". It's been exhausting. My assessment is still incomplete. Now, I understand that Covid has thrown a spanner in the works, so I have tried to be patient, but this is just ridiculous.
Cheap but not value. Multiple online portals, call centres and offices working in silos.
They used to be very effective in the face-to-face service, and now I've tried both the express and the advisor online system and I did not like them: the express has no additional value compared to doing it yourself through the ATO page; the Advisor was based on a different state, called at the wrong time and never responded to my messages.
They have multiple online portals to log into, which is confusing for the end-user. These systems are not talking to each other and you have to be entering the same information over and over again. The onl...y way they communicate is through their online chat, forcing you to log in into their webpage every time you get a message. They also have at least three siloed call-centres that are also not talking to each other when handling your case and you have to be repeating yourself on each call. Only the team on the main call centre 13 23 25 seem to be properly trained in customer service over the phone; the other teams are not: they challenge the feedback I provided, they were less empathetic and less patient and many of the responses are "computer says no" type of response. Plus, they are not effective at following up and you have to keep calling them back to get what you need. My experience went from very good to very bad in less than 18 months. I will not use HR Block again.
Software errors- accountant errors
Been using hr block for 8 years, but this will be my last time. The Ato confirmed me that my tax 2020 has errors and I will have to either find other software that allows the right entries or do a paper filling, I had to correct the adviser as he deleted part of my deduction without paying attention on the entry description. After I contacted Ato to confirm what I though was an HR block software error, I wrote to them and got no answer. Maybe they do not like to open a can of worms that their software does not allow you to claim a loss in a for...eign rental property. Also now with the covid issue their software just let put 0.52 cent for working from home when Ato adjusted to 0.80 to be used from march time. Also no reply for that question when contacted through my hr account. Maybe next time will deal directly with Ato as my taxes are almost same entries every year so easy to do until HR gets their accountant and software to mess things up.
one of the girls on the phone was so unprofessional and the man i spoke to about help with my taxes was so rude and spoke down to me the whole time. very unprofessional and clearly didn't want to talk to me at all. literally no reason for it i was coming to get some help and was suggested by a friend
My accountant of 5 years left branch without any notice to me.
Replacement accountant didn’t want to help or advise me with application for job keeper.
Left feeling distressed,worried and upset.
Now worried if I can access all my documents as he hung up on me.
No empathy shown to my situation as I have been left out of work.
I was charged $100 by a staff in H&R Wynnum just for making an ABN for me. I should have asked a friend and no charge at all. Like What!?
could not do my tax return myself. very helpful.
very helpful and made me feel comfortable and she was easy to talk to .very knowledgeable and got me the best tax return that I have had for a long time .
Went Into H&R block In Parkmore Vic wasn’t even greeted by the accountants because they only cared about the regular customers, after waiting for a fair bit got my accountant ,who struggled to navigate the ato system which took more then 30mins while she tried to fill details over and over again which seemed very concerning ,took more then 1.30 hours for a very simple tax return it was a very unpleasant experience would definitely go else where next time .
Friendly but scammish.
They won't accept payment via your bank....Why? Almost everyone in the world does.
Because they charge you a fee of $50 if you want it done through your withdrawal from your return.
They make more money from you if they deny your bank details and demand you pay their $50 fee.
My return was also nowhere near what I had expected, I usually do my own and I may have been better off doing it by-myself again.
Not as good as they once were ??
It took H&R block 13 days to lodge my taxes return, I even called them on the 6 day to ask why it still had not been done? They said that they didn’t know and that they would do it that day with was the 17th but I had done it on the 12th, I left it and on the 27th I checked and the tax people said that it was not lodged until the 24th all most 2 weeks after I went to H& E block. For this I was charged $139 on the spot never again after this year will I be going back. Even though I have used them for years.
Been a loyal customer until now...
On the 4th I organised my tax appointment. I rang HR BLOCK to confirm that they have access to my payg summary as I was told NOTHING by my employers.
I booked an appointment for the 10th and proceeded to NORTH LAKES STORE early for my appointment. I was waiting, and was told to fill out a new client sheet. Told her I don’t need to do that as I’ve came here for years.
My tax took an hour and a half to complete, even though I had one summary.Comparing services to my brother who had two payg summaries, his only took 15 minutes.
During my tax a...
I went to file my tax return at HR Block Port Melbourne last week. It seemed that the tax manager was using my tax return as her on-the-job training session. Sadly, She has insufficient tax knowledge and the software she used to file a tax return. I should have filed my tax return somewhere else.
Waste of money
Agent made errors so had to wait for someone else to come over and fix it.
2 weeks later and ATO still has no record of me having done my tax. Would have been more efficient to do it myself
Questions & Answers
hi do you guys help doing tax with crypto trading? thanks
Hi Rocky, thanks for getting in touch. Our offices are well equipped with tax experts that can assist you with this question. Find an office near you by visiting www.hrblock.com.au or call 13 23 25 to speak with an expert or to book an appointment today. Kind Regards, H&R Block Team.
I have a question I need to ask an accountant about (profit & loss statement advice), is there a charge to get an answer over the phone?
It is best to book a phone appointment for advise. You can do this via our website https://www.hrblock.com.au/locator
thanks H&R block
why have they asked me to set up multiple client portals, when i wasnt happy with the original quote i said im getting a second opinion but still using a H & R consultant they said i need to set up another one, does this sound correct.
Hi Mick, our apologies that you were asked of this. The client portal are setup at office level. So each office has their own client portal hence the reason you have been asked to setup another one.
Hope this helps. Thanks H&R Block
Thanks that makes sence.
Get an answer from our members and H&R Block representatives
For ultimate convenience, H&R Block is open nights and weekends, which is a relief if you work full-time or otherwise don’t have spare time during the week to complete your tax return.
H&R Block offers a host of flexible options when it comes to tax solutions.
Tax services for individuals:
- An in-office tax return done at a local H&R Block office (there are 470 available to choose from across Australia)
- Online Tax Express – a 24/7 online DY tax return platform, if you prefer a bit more autonomy
- Online Tax Adviser, which is the best of both worlds in terms of the above two options – letting you fill out your tax return completely online, but with the help of an online tax consultant if you get stuck
- Under 21 and student tax returns, which can help make a new and daunting process more straightforward
- Second look assessment, which checks whether you’ve received the maximum amount for a tax return
- Other specialised individual tax services include US Citizens Tax, Late or Prior returns if you’ve missed a lodgement deadline, and property investor tax returns.
Tax services for businesses:
- Taxation and other financial advice for sole traders, partnerships, small businesses, company trusts as well as bookkeeping services.
Points of praise for H&R Block:
- H&R Block’s friendly and professional service was widely praised by customers
- Tax advice was provided in a friendly, timely and professional manner. According to reviewers, tax solutions consistently drew upon their tax accountants’ clear expertise. Not only that, but all the steps of the process were explained to them in a way that was easy to understand.
- The company’s honesty and candour in its dealings was highly appreciated
- Many first-time customers stated that they’d happily return to H&R Block to help with next year’s tax return, while long-term customers confidently recommended H&R Block to anyone looking for high quality tax advice.
H&R Block is the proud 2021 Award Winner for Best Tax Preparation Service. Top scores were awarded for the company’s transparency regarding its business practices, as well as its timeliness in responding to client queries and processing tax returns.
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