They hire folks with no education or experience, train them for a week, and turn them loose - generally paying $9/hr plus a percentage of fees they generate. The majority of their business comes from taking advantage of poor people - they prepare a return that takes me 6-9 minutes, offer a 'refund anticipation loan' that gets people instant gratification, and charge them $200-$400. Eff everything about that. I am thrilled to see the RAL on the way out and look for VITA sites to become much more heavily utilized soon!