H&R Block complaint: Mismanagement of timely filing

Brought estate return materials to site on 9 March 2023; told it might take a couple weeks. No communication back at any time between 10 March and 4 April. Reminded consultant by email two weeks before 18 April deadline that it looks like extension will need to be filed; no response. Repeated phone calls, messages, and emails never returned by associate.

Went into office week of 24 April to demand documents back to file my own taxes; met and told by different associate that she will surely take care of it; please give her a couple weeks. Emailed and called again about 4 weeks later (30 May); no response from associate. Made appointment to get my documents 3 June; storefront closed and locked. Associate called me 1.5 hours later and apologized, to which I explained that behavior and responsiveness are utterly unacceptable and demanded return is completed immediately and at no cost to me. Associate also emailed office manager with complaint and profuse apologies. I also immediately emailed office manager with demand for documents and no charge for anything associate may have completed.

Office manager did not respond. 7 June (now a full three months since I started this process), emailed manager and suggested that his non-response meant that he was expecting legal action for restitution; he finally responded and offered apologies (again, hollow and way too late). Assigned case to more experienced associate about 45′ south of local office. Manager suggested that there would be some sort of discount on services, but was not clear on what that number would be. One week later, manager explained that discount would be $200, but did not specify (even when asked) what the final total cost would be.

This third associate was perfect. Took about two weeks to complete work and did it all perfectly fine. Picked up (and efiled) documents on 21 June (16 weeks after first contact; 2 months past tax deadline). Even with $200 discount, bill was still $515!! Still unconscionable and will be seeking a refund for the entire amount.