Mediaboss Marketing

Each company is offering free software to consumers in the wake of changes Intuit made to its software packages that caught many customers off guard.

Kansas City-based H&R Block hopes it can capture some of those surprised TurboTax users for its own.

"I was going to use TurboTax this year, but I said, 'No, this isn't going to happen,' " said Charles Coody, a longtime TurboTax user in San Antonio, Texas. "Why should I buy a Cadillac when I want to buy an F-150 pickup?"

For example, the Basic TurboTax package a year ago handled a federal Form 1040 and Schedule A - the one taxpayers need to itemize their deductions instead of taking a standard deduction. Schedule A helps those with enough deductions, often interest payments on a home loan, to lower their tax bills and boost their refunds.

This year, TurboTax Basic doesn't handle Schedule A. It tells buyers they need to upgrade to the Deluxe package. Intuit cut the price of Basic but users aren't happy with paying more to get Deluxe.

Similarly, prior Deluxe users are finding that this year's version doesn't handle other schedules - such as Schedule C for reporting gains or losses on stock sales - that it handled last year, requiring them to upgrade as well.

As of last week, 89 percent of the Amazon reviews had awarded only one star to TurboTax Deluxe. Some of those poor reviews have triggered a reply from TurboTax vice president Bob Meighan, or others from TurboTax on his behalf.

"We know that some of our customers won't be able to use the same TurboTax product as last year," said Meighan's reply on Amazon to one customer. He told this customer and others to buy the product they normally do and call an 800 number to get the upgrade they need.

A five-star Amazon review posted by Everell Edwards said he was upset by how Intuit handled the changes in Deluxe but "well pleased" that the company gave him a free upgrade to Home and Business.

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TurboTax and Block offer free software after program change