Review by Expressed Reviews

I’ve been using TurboTax for the past 10 years, and find that it’s an excellent product. The software is extremely easy to use, and all that’s required is for you to answer a series of simple questions for each category.

With that said, the customer support needs improvement. After e-filing my return, the IRS sent me a letter stating that they needed additional information on one of the forms that I had filled out. Being unable to get through to the IRS, I opted to speak with someone at TurboTax. While I was connected within 30 minutes, the person at the other end of the call was clueless about my situation. I was told that my call was being transferred to a tax expert, and that I’d only be on hold for a few minutes.

My few minutes of hold time ended up being well over 2 hours, at which time I gave up. Subsequently, I’ve still been unable to get through to anyone in the know at TurboTax, and when I call the number provided to me by the IRS, I’m met with a recording that states that they’re unable to accept calls due to extremely high call volume. This is despite the tax filing season having ended.

The bottom line is that while this software is great, if you can’t get through to a knowledgeable person in customer support, you’re in trouble. Since your only other alternative is to call the IRS, and they’re never able to accept calls, you’re left in a no win situation.