I am a (fairly) close relative of an employee and a happy user. Feel free to ask me questions, and I'll pass them onto her! Also, FreeTaxUSA is not only great for users, but they are fantastic to employees. My relative got to go on a cruise this summer, and she claims their pay has more than kept up with inflation.
It might be too late to change the name, but the name is misleading. As cheap as it is, it is not completely free. I understand needing to make money, but the first thought I had when I saw that it was not in fact free, was, what else are they misleading about.
Please please please support expats. I've never lived in the US, and although I don't technically pay taxes, filling is so expensive that that in of itself is a tax for me.