H & R Block Inc., U.S. Headquarters

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]I am rejecting this response because: The full amount that I paid for the tax preperation fee was not refunded, only a partial amount was paidThis matter is not closed until I receive a check for the balance of $to cover the total fees I paid.
Regards,
*** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because: What I explained was that I felt was the business used 'scare' tactics like saying that I had prepared my taxes incorrectly in the pastThe person preparing my taxes said she wonderedwhy I hadn't been caught and in trouble by the government before, so this made me nervousShe also ADMITTED that their prices were HIGH and said she felt guilty that they wereShe expressed concern about anotherperson that she was preparing for where she had underestimated their return and then felt so badly when she had to give them the bad news.When H&R Block main office sent me to another office in ***, NH, they specifically told me that this branch is overly high and that they can reduce any charges! Apparently each branch decides to charge whateverthey want and there is no set fee which seems unfair and unreasonableIt would be like going to one McDonald's and paying $for a hamburger and another $I understand she told me I could leave, but Iwas baffled and nervous and no-one should have to pay those kinds of fees regardless.I am only asking for the difference that would be a reasonable charge for my taxes.
Regards,
*** ***

Dear Revdex.com, While we regret any confusion or misunderstanding Mr*** may have experienced regarding our tax preparation services, our review reflects that Mr*** selected an H&R Block do-it-yourself (“DIY”) tax preparation product to prepare his own return The
software allowed Mr*** to file as Head of Household while Mrs*** was filing Married Filing Separate. Both returns should have been filed with status as Married Filing SeparateThis issue caused rejections of both returnsIn resolution to this matter, H&R Block has taken a number of steps to assist Mr***. At this time we have initiated the refund of product fees for the client and his spouse. We have also offered complimentary products for and tax years. In addition to that, we have contacted a local tax office near Mr*** that has agreed to assist in completing any amendments that may be required for Mr*** and his wife in person to be sure that this matter is fully resolved. We will be covering the cost of the office visit for Mr*** so that this can be corrected at no additional cost to himWe trust this response will allow your office to close your fileHowever, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me*** *** Associate Business Analyst H&R Block

Dear Revdex.com, In response to Ms*** rebuttal, further review determines that the rebuttal raises no new issuesTherefore, we stand by our original response dated 5/26/and refer your office back to that responseAlso, be advised that the franchise office has agreed to reach out to Ms*** directly and continue their investigation into this matterMs*** should expect immediate follow up from her local H&R Block Franchise office.Sincerely, *** ***Associate Business AnalystH&R Block

Dear Revdex.com,In response to Ms***'s rebuttal, our review determines the rebuttal raises no new issuesThe return in question was prepared and signed by our tax professional, *** ***, and given to Ms*** directlyAt the time the return was given to Ms***, there was no signature of *** *** on the return Therefore, we stand by our original response dated 9/29/and we refer your office back to that response. We respectfully request that this case be closed administratively judged resolved, as we do not believe that any further response on our part would be beneficialHowever, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me.Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com:H&R Block has reviewed Ms. ***'s rebuttal to our prior responseThis response contains H&R Block’s final position.In response to Ms***'s rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services. The POM was not purchased and therefore does not applyAdditionally, to further investigate, Ms*** must present the IRS notice to her local office for review. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated March 6, 2017 and we refer your office back to that response.We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial.Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block reissued a check for the amount requested in Mr***'s complaintThe check was sent to an updated address provided to H&R Block by Mr*** on May 12, The check was mailed to Starwood Pass, Lake In The
Hills, IL As of June 14, 2017, the reissued check has not been returned to H&R Block. Should Mr*** still find that he has yet to receive the replacement check, we advise him to contact us directly at ###-###-#### Monday-Friday from 8am to 6pm CST.We respectfully ask the Revdex.com to close this caseHowever, should you have additional questions or desire to discuss this matter, please do not hesitate to contact me.Sincerely,Michelle B***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, our District Manager contacted Mr*** directly and reached a mutally acceptable resolutionAs a result we consider this matter resolvedWe respectfully ask the Revdex.com to close this caseHowever, should you have
additional questions or desire to discuss this matter further, please do not hesitate to contact meSincerely,*** ***Associate Business AnalystH&R Block

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***

Dear Revdex.com,In resolution of this matter, Ms***'s claim has been approved for the full amount requested in her complaintThe check will be sent out on Friday, May 1, 2015.As a result, we consider this matter resolvedWe assure you that we take the concerns of our clients
seriously and make every effort to resolve matters thoroughly and fairly.We respectfully ask the Revdex.com to close this caseHowever, if you should need anything further or have any questions, please do not hesitate to contact me.Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com, H&R Block is in receipt of your correspondence regarding this matterOur review has determined that Mrs***'s return complaint is against an independently owned and operated franchise office, which has the responsibility to resolve matters
directly. However, records reflect that the Win question was not presented to the tax preparer at the time of the preparation of the returnPer office procedure, copies of income documents are made and kept securely in the client file and the office does not have a copy of the missing income WAdditionally, our review further reflects that the Peace of Mind Extended Service Plan was not purchased at the time of the tax interview and therefore, would not apply in this situation. While we regret that Mrs*** is dissatisfied with her experience with H&R Block, we feel we have investigated this matter to the full extent.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. However, should you need anything further or have any questions, please do not hesitate to contact me.Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com,In response to this complaint, records reflect that our digital escalations senior team associate contacted Mr*** directly and has requested additional information needed to move forwardWe will continue to correspond with Mr*** in attempts to reach a mutually
acceptable resolutionWe ask the Bureau note our current efforts to resolve Mr***'s complaint Sincerely, *** ***Associate Business AnalystH&R Block

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
However, again today. I received three inconsistencies regarding this matter. It begins with calling the *** number, and after making (5) attempts this week. I am told that my concerns are being forwarded to Shelly. This was because I also sent a letter to the corporate office. Secondly, I am then told about additional fees taken out of my refund, which were not explained to me in the beginning. I was given a different amount, and lastly, explaining again how difficult, upsetting and disappointing I feel at this point. I remember someone telling me once that people will never forget what you said, but they will never forget how you made them feel. I am accept the fact that they are attempting to rectify the situation, but the experience is still not 100%. I will not be using this service again. I am just one customer, and I feel like this is too much for one person to half to deal with. Once the agreement of making the amendment at no charge and receiving the refund. I want to move on.
Regards,
*** ***

Dear Revdex.com, In response to Mr***’s complaint, our H&R Block Free program does outline how to pay any fees due for filing a state tax returnI have attached and listed below the three options we provide to our clients. 1. I
want to pay with my federal refundAn additional processing fee of $appliesYour bank account information is requiredParticipation is subject to eligibility.2. I want to pay with a credit or debit card.3. I want to pay with an electronic deduction from my bank account. Mr*** was unable to move forward without selecting one of the options listedIt is also our client’s responsibility to read and understand any options provided to them through our H&R Block Online Service we provide. As a result, we consider this matter resolvedWe respectfully ask the Revdex.com to close this caseHowever, if you should need anything further or have any questions, please do not hesitate to contact me. *** ***Associate Business AnalystH&R Block

Dear Revdex.com, In response to this complaint, The District Manager has contacted Ms*** directly to address her concerns. H&R Block would like to apologize to Ms*** for any confusion or misunderstanding of our tax preparation serviceAdditionally, the District
Manager and Ms*** have come to a mutual resolve. As a result we consider this matter resolvedWe respectfully ask the Revdex.com to close this caseHowever, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely,*** ***Associate Business Analyst

I would like to thank the Revdex.com for their efforts in this matterWithout your help I do not believe it would have been resolved.Thank you.*** ***

Dear Revdex.com: In response to this matter, our investigation reflects Ms***’s complaint is against a franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client. However, in response to this complaint, the
Franchisee has contacted Ms*** directly to resolve this matterMs*** is scheduled to go into the office to meet with a tax professional to contact the IRS regarding the status of her amended tax return Ms*** will also be refunded tax preparation fees. As a result, we respectfully ask the Revdex.com to close this caseHowever, if you should need anything further or have any questions, please do not hesitate to contact me. *** ***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, our investigation reflects that Mr***'s complaint is against an independently owned and operated franchise office, which has a responsibility to resolve this matter directly with your office and with the clientRecords reflect
that the franchise office contacted Mr*** directly and reached a mutually acceptable resolutionAs a result, we consider this matter resolved Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com,In response to Ms***'s rebuttal our review determines the rebuttal raises no new issues with the services providedWhile we regret that Ms*** appears dissatisfied with her experience at H&R Block, we stand by our original response dated 03/24/and we refer your office back to that responseIf Ms*** remains interested in pursuing this matter further then we recommend she contact the franchised office directlySincerely, *** *** Associate Business AnalystH&R Block

Dear Revdex.com, In resolution of this matter, Ms***’s claim has been approved for the fees she paid to have the tax return prepared. The check will be sent out on Thursday, August 3, In further response, we've recently tried to contact Ms*** to further discuss her
concerns, however we were unsuccessfulShould Ms*** contact District General Manager, Andrew H*** directly at ###-###-####, he is in place to further assist. We ask that the Bureau note our above-referenced efforts to contact MsCochran to discuss his complaintSincerely, Michelle B*** Associate Business Analyst H&R Block