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

Dear Revdex.com, In resolution of this matter, H&R Block is currently in the process of assisting Mr***We will continue to correspond with Mr*** in attempts to reach a mutually acceptable resolution We ask that the Bureau note our current efforts to
resolve Mr***'s complaint Sincerely, Destini C*** Associate Business Analyst H&R Block

[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:
This is once again inaccurate The lies their company told us about the interest are not even the biggest issue anymore I was NEVER given the opportunity to put my refund anywhere but their card and their online filing did not tell me that until after I had paid $to file Which I would not have done had I known I would have use alternative software, as I will in the future In addition once my refund went on their horrible card they took out the emerald advance payment twice lied about when they would return it and have yet to return all of it No I will not accept more lies
Regards,
*** ***

[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 tax preparation refund check was sent out on Monday, September 28, 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,In resolution of this matter, Ms*** claim has been approved for the full amount requested in her complaint. The check will be sent out within the next 7-business daysAs 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 fairlyWe 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 meSincerely, Michelle *** Associate Business Analyst H&R Block

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparation services that Ms*** may have, our review of this matter reflects that the initial IRS notice that was sent to Ms*** was dated 02/27/17. Ms*** contacted our office 9/21/Therefore,
we consider this situation handled in accordance with the product terms and conditions of the Peace of Mind contract that Ms*** signed and agreed to which states in part: “Before such payment, you must: (a) notify Block of any government notice regarding such taxes within days from the date of the initial notice.” H&R Block prepares millions of tax returns each year, and if we do make an error, we are committed to making the situation right. It is our belief that we have done so in Ms***’s situation by reimbursing interest and penalties assessed for tax year 2015.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely,Michelle B***Associate Business AnalystH&R Block

Dear Revdex.com,In response to this rebuttal, records reflect that we attempted to contact Ms*** to further address her concerns however, while discussing the issue with Ms*** the phone went silent and after several minutes of dead air, the call was disconnectedWe attempted to call Ms*** back but had to leave a messageIf Ms*** remains interested in further addressing her concerns then we ask that she contact our office back at the number that was left on her voicemailSincerely, *** ***Associate Business AnalystH&R Block

[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]
Complaint: ***
I am rejecting this response because:
H&R Block obviously did NOT prepare my taxes correctly if the IRS is issuing me the remainder of what I was supposed to get back in the first place!! The IRS even told me that the forms sent back the second time from H&R block were filled out wrong, and that was the reason they are sending me a check for remaining $that I should of received over a month ago, If my taxes were prepared correctly the first time!! It is going on two months almost and I have not gotten my full refund, therefore services rendered by H&R block are negligent due to the fact that I paid you almost $to prepare our taxes RIGHT and they were far from right!! I will keep going back and forth and do whatever I have to do until H&R block refunds my moneyWe are hard working parents of an ill child, and I refuse to be taken advantage of by a huge corporation who obviously does not care about its loyal long time customersI have been using H&R block since I was years old (I am going to be next week) and I never had to complain about services rendered, but the way this is going , I am beyond dissatisfied, and disgusted at the way you are just ignoring the facts hereI will do whatever I have to in order to get refunded for my taxes being done WRONG by H&R block. Regards,
*** ***

Dear Revdex.com,H&R Block has reviewed Mr***'s rebuttal to our prior responseThis response contains H&R Block's final postion.In response to Mr***'s rebuttal, and in an effort to settle this issue in the best interest of both parties, H&R Block has agreed to refund Mr*** a portion of his preparation fees paid as a courtesyWhile we stand by our original response, we have mailed Mr*** a check in the amount of $via UPS Next Day AirThis check should have arrived today, April 11th by noon.We respectfully ask the Revdex.com to close this case.Sincerely, Jennifer S*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 The additional request I made was that H&R Block also meet with me to craft additional response to the IRS as I still have the IRS asking for me to change my taxes due for At this time, they have provided me with an appointment with a Supervisor to meet to craft and fax a response this coming Friday (although this makes my response late by several days) So the refund AND their continued work (to honor both their guarantees) to fix my IRS problems is satisfactory to meIn the future, I expect them to meet with me in a timely manner if more responses to the IRS are needed, not call me two days before the response is due (I was in the ER on that day as I have an ucler and other illnesses due to stress)
Regards,
*** ***

[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 response to this matter, our Online Support Team has attempted to contact Mr*** to further discuss this matterOur records indicate that Mr*** used our H&R Block Free online services to prepare his tax return. As stated in our, In User
License Agreement H&R Block will only pay Penalties and Interest assessed by the IRS and does not apply to a repayment of excess refundFor more details Mr*** can contact our support team at ###-###-#### We ask that the Bureau note our efforts to resolve this issueIf you should need anything further or have any questions, please do not hesitate to contact me. Sincerely,*** ***Associate Business AnalystH&R Block

[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]
Complaint: ***
I am rejecting this response because: There has been no resolutionI was contacted by someone and had to fax in my copies and the person I was contacted by was on vacation last weekI am hoping to hear from them sometime this week but as I have stated at this time there has been no resolution
Regards,
*** ***

[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 at this timeWe sent all the info requested by the IRSWe are waiting for the responseIf we get an unfavorable response from the IRS we will need the continued support of HR BlockWe are working with *** *** and he has been a great helpThanks so much for your efforts in helping with this matter.
Regards,
*** ***

Dear Revdex.com,In response to this matter, we recently tried to contact Ms*** but were unsuccessfulAfter further research, our investigation shows that the client has been credited a total of $to date and denial letters have been sent to provide further explanation for the
remainder of Ms***'s claims. Should Ms*** require further information regarding her dispute, she must contact H&R Block's Disputes/Fraud Specialist *** *** at ###-###-####.We ask that the Bureau note our current efforts to resolve Ms***'s complaint. However, should you should additional questions or desire to discuss matter further, place do not hesitate to contact me. Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com, In resolution of this matter, H&R Block contacted Ms*** directly and reached a mutually acceptable resolutionThe agreed upon settlement was sent via *** delivery for Tuesday, April 4, As a result, we consider this matter resolved.We 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 AnalystH&R Block

[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: We have never agreed to anything, in fact, I have asked repeatedly for someone from the *** *** office to contact me regarding a amendment as I was informed that I could amend that as well and asked for an amendment for both and as I filed with H&R Block both years. When I filed on Feb 19, 2015, I requested that both years be amended to which Ms*** informed me that we would do once I received my regular refund as "she didn't know how to do it (File under *** * Difficulty of Care IRS Notice 2014-7) yet." No one has returned any of my phone calls, emails, etc...I paid for the guarantee services and was told on 2-19-that both years would be fixed once they "knew how to do it and it would be filed electronically." I received a phone call on 4-7-to come pick up amended paperwork that I had to mail off to the IRS and was told by Ms*** ("that no one told me that you needed 2013"). The issue is definitely not resolved
Regards,
*** ***

Dear Revdex.com,Our records reflect that several attempts have been made to contact Ms*** by telephone, email and postal mailWhile we understand that she has worked with many different offices, we feel it is best to have one contact for the client to work with moving forward to resolve all of Ms***'s concernsPlease also be advised that as a representative of our corporate office, I have attempted to contact Ms*** by mail and received no response as well.Should Ms*** remain interested in H&R Block's assistance, we highly recommend she contact our District General Manager, *** *** at ###-###-#### or my office as soon as possibleShe will need to speak with Ms*** to go over all of her concernsOtherwise, without full cooperation we are unable to move forward.If you should need anything further please do not hesitate to contact me Thank youSincerely,*** ***Associate Business AnalystH&R Block

[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]
Complaint: ***
After receiving this notification, my husband did inform me that he had spoken with H & R Block and had forgotten to tell meHowever, his version of the conversation and that of H & R differ somewhatThe things we agree on:We did purchase POM with our returnsH & R Block does have "general coverage" offered on returns they complete However, I am rejecting this response because of the following remaining points of contention:The business states: "Our research has determined that Mrand Mrs*** declined POM on their tax return and as such, the level of coverage on the return will differ than that of their return." This is inaccurate. We were never offered POM with the amended returnsThe gal who completed the returns said she was not able to do this because they were amended returns and the originals were not completed by H & RThere still remains the question of whether the schedule K in question necessitated the completion of amended returns to begin withH & R Block says they could not include it in the returns, the business sending us the schedule K says this is ridiculous because months of the income on the schedule K were from (as clearly stated on the schedule), and when we contacted the IRS following the submission of the amended returns they also said it was common practice when businesses use fiscal year and not calendar yearThey said it could have been submitted with the returnsThey further stated that since the income was reported to us as fiscal year income, it would be impossible to include it with returns since the schedule would not even be received until early Fiscal year income would typically be submitted in the latter year (i.e2015)We could CHOOSE to submit it with the prior year, but that would necessitate doing amended returns each and every year for as long as we owned the stocks, including paying amended return fees and tax penaltiesAs such, this means we paid H & R Block for amended returns that never needed to be completed in the first placeWe do not accept the "general coverage" being referred to by H & R BlockWe have specifically requested something in writing stating they will cover the amended returns, just as they would the with the POM coverage we purchased. Given that we originally requested full refund and monies it would cost to have both years redone by another tax professional, we do not accept the businesses responseWe have compromised significantly and agreed to adopt a "wait and see" mindset (meaning we will wait to see if the IRS has any issues with the returns) in exchange for receiving written documentation from H & R Block that they will cover any errors, amended return prep fees, penalties, etc for anything related to the schedule KWe have asked for nothing more than their highest level of guarantee for the returns they completed, in writing, and they have refused even thatAs it appears the amended returns were completely unnecessary, asking for that extra protection from H & R Block should not be a big deal to the companyIf they trust their work and are so certain they did the returns the right way, then this resolution is zero cost to themYet, they steadfastly refuseThey have assumed no responsibility for this problem, which is completely unacceptable to usThey are a huge company and to them this is nothingHowever, to us, we now have to wait what could be as long as years (according to the local H & R Block rep) to see if there is going to be an issueIf there is, the penalties H & R says they will pay and giving us advice will not begin to touch the cost of refiling two years worth of returns (federal, ** and ***)And, why they would even think we would take advice from them after causing such a headache for us with the amended returns? We have compromised and met them more than 95% of the way...yet the company will do nothingThe business states: " H&R Block offers several other guarantees that are automatically included with every tax return we prepare and as it relates to coverage on the tax return, our Standard Guarantee would applyOur clients can be assured that if H&R Block makes an error on your return, we’ll pay resulting penalties and interestIf you are audited, we’ll explain your IRS tax audit notice and the documentation you should provide to the auditor." We will accept nothing less than a written guarantee for both years that including all refiling fees, penalties, excess taxes, prep fees, etc...all costs involvedFor the return, this would be for any issues whatsoever with the return, as we purchased the POM guaranteeFor the returns, this would be for any issues related to the schedule K or other changes made by the H & R Block rep who completed the amended returnsThis would not be limited to "errors" made by H & R but the return in general, as the amended return appears to have been unnecessaryThe fact that H & R Block had us do the amended returns is in itself an error. Regards,
*** ***

Dear Revdex.com,In response to this matter, our investigation reflects that Ms***'s complaint is against a franchise office, which has the responsibility to resolve this matter directly with your office and directly with the clientHowever, in response tot his complaint, records
reflect that H&R Block did not prepare Ms***'s returnAs such, H&R Block had no prior knowledge of the credit and Ms*** had the responsibility to inform her tax professional that she had recieved the First Time Home Buyer's credit which required repaymentThe IRS did not reject the return for not having the repayment included, which is why the matter was not discovered until the tax preparation appointment. As a matter of good faith and to make amends, the return was amended to include the repayment at no cost to Ms***As a further client service gesture, the Franchise office offered Ms*** a $refund on the tax preparation fees, which she respectfully declined. We 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 Bureau to note our efforts to resolve Ms***'s complaintHowever, should you need additional information or have the desire to discuss this matter further, please do not hesitate to contact me.Sincerely,*** ***Associate Business AnalystH&R Block