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

Dear Revdex.com,In response to Mr***'s complaint, our review determines that the Peace of Mind claim was denied based off of the IRS letter which was not received within days from the date it was receivedWhile we regret he appears dissatisfied with his experience at H&R
Block, we have taken the steps to submit Form to the IRS in regards to the penalties. H&R Block has the right to first challenge and attempt to remove or reduce any penalty assessed before any payments are made as this is in accordance with the product terms and conditions of H&R Block's Peace of Mind Extended Warranty plan that Mr***s 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; (b) promptly provide Block with copies of such notices and other documents relating to or substantiating such additional taxesand (d) allow Block at its sole discretion and expense, to challenge the determination that additional taxes and penalties and interest are owed"Therefore, Mr***s is bound by the terms of the contract which requires his assistance in challenging the determination of the penalties assessedWe refer Mr***s back to his local H&R Block office to ensure this matter is address properly.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. 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:It is unacceptable to me that a service performed initially incorrect resulting in financial hardship and required time off work to set an appointment is not made right to the client. While Jeannie was very helpful, I have yet to receive reimbursement for the federal interest that I paid on their behalfAdditionally, Jeannie did not offer to do our taxes for free as indicated in the response. Given my recent experience, I would rather be reimbursed in full for services paid on my taxesI do agree to a certain level that H&R should not be liable for their client's taxes. I do however feel $reimbursement for those services paid is highly appropriateThis would provide resolution
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:
I have copies of emails answering questions from H&R and verifying, if the information sent was what they neededI also have attached two files that were sent to your office asking if H&R was going to ask for a Tax filing extensionI am not sure what else a customer can do support the professionals they hire
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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:I disagree with their view of money received-our aarp tax professional also feels the indemnity payment to repay us for loss of capital due to HRBlocks error should not be considered incomeWe paid the irs, not HR BlockIt the error made by HR Block was a early withdrawal penalty they used the wrong code in completing our taxes not an error in income We were advised to ask by the aarp tax professional to insist on a revised from HR Block showing zero incomeThe tax professional with AARP that is preparing our taxes has 18years experience and was floored by HR Blocks logic in this matter as are we
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:
Regards,
John L***
Update I just faxed a copy to H&R block of last years proof of amount paid for 2013 tax returns

Dear Revdex.com, In resolution to this matter, our records reflect that Ms***’s Federal and State tax returns were prepared in January The federal return was filed and the client received her tax refund in FebruaryHowever, the client’s state return was placed on hold as
the State of Colorado was not accepting returns at that timeUnfortunately, the return remained on hold until it was later discovered that it had not been filedWe apologized for this error and immediately reimbursed Ms***’s tax preparation fees which she paid to have her state return preparedPlease note there will be no penalties or interest assessed as Ms*** is expecting a refund from the stateMs*** expressed concerns about her state refund and had requested for H&R Block to advance the fundsWe explained that advancing funds which are paid by a taxing authority is not something we are at liberty to offer but wanted to ensure we made this right by refunding her state feesTo further make amends in this situation, we are also providing Ms*** a coupon to be used towards the preparation of her return next tax seasonWe sincerely apologize for Ms***’s experience this tax season and hope our efforts to resolve this matter restores her faith in our companySincerely, Quintina M*** Associate Business Analyst H&R Block

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 our client In response to Ms***’s rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 03/19/and refer your office back to that responseWhile we regret that Ms*** appears to be dissatisfied with her experience, Bonnie M*** feels that she has made this situation whole by offering the client a check to cover the amount for the mistake that was madeOnce a completed Tax Return is sent over to the IRS, it is solely up to them when the funds are releasedIf Ms*** remains interested in discussing this matter further, we ask that she contact the franchise office directly to further address. 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, Destini C***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of assisting the ***'sWe have contacted MN State and they are still processing the documents sent to them.However, will continue to correspond with the ***'s in attempts to reach a mutually
acceptable resolution.We ask that the Bureau note our current efforts to resolve Mrs***'s complaint. Sincerely,Michelle U***Associate Business AnalystH&R Block

Dear Revdex.com,In response to this complaint, our district manager contacted Mr*** directly and reached a mutually 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 Analyst H&R Block

Dear Revdex.com,In resolution to this matter, H&R Block provided a full refund of tax preparation fees and is currently in the process of assist Mr***We will continue to correspond with Mr*** in attempts to fully resolve this matter.We ask that 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 meI would like to note, however, that if I missed a call, there was no voicemail message left from HR BlockI look forward to receiving the full refund check for $in the mail, as mentioned in this letter and the phone call I did receive this morning from HR Block, July
Regards,
*** ***

Dear Revdex.com,In resolution of this matter, Mr***'s claim has been approved for the full amount requested in his complaintThe check will be sent out on Thursday, April 23, 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 to this matter, our records reflect that on 6/27/Ms*** tax return was e-filed successfully with an expected IRS funding date of 7/5. We attempted to contact Ms*** to ensure all issues had been addressed and that she had no other
concerns, however our messages have gone unansweredWe sincerely regret Ms*** experience this tax season and as a client service gesture we are reimbursing tax preparation feesMs*** should allow to business days for processingWe assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlySincerely, *** *** 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 as Assumed Answered]
Complaint: ***
I am rejecting this response because, despite the apparent good-will of some of the B&B people to resolve this issue, my basic problem was not financial but informational: I still do not have access to the original data entered into the Block computer programSome of the date disappeared before the Tax Pro established the tax returnsThe tax returns as she established them do not take into account charitable contributionsThere may also be other lost dataThis could account at least in some measure for the difference between what the computer told me: a $Federal refund, and what the Tax Pro has told me: that I now owe $to the Federal IRS.My need remains unresolved: full access to the information entered into the system before during and after the procedure of tax review by the Tax Pro.*** ***
Regards,
*** ***

Dear Revdex.com,In resolution to this matter, our Digital Escalations team contacted Mr*** to assist. Due to the issues he had when trying to obtain his e-gift card we have agreed to honor his request of issuing the funds directly to Mr*** complete with the H&R Block
refund bonus amountAs a result we consider this matter resolved.We 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.Sincerely,Jennifer S*Associate Business AnalystH&R Block

I am very upset that my tax information was DELETED!!!!!!!. H&R Block does not do a good job of informing it's customers about the online product. They said my information was not saved because I didn't pay for the product. You don't pay for the product until you file your taxes!!!!!!! I feel H&R Block should post an alert somewhere for the user to see when you logout without sending a return that the return could be deleted if you don't send it. This should be required!!!!!!!! I understand the business purpose for not doing this but they can provide you a way to keep the information stored online even if you have to pay a fee to do so. H&R Block had a responsibility to let me know that they were deleting my information before they did it. If they can now send me the software to load onto my computer they should have done that before they deleted my info since they knew I have tax information in their system. I'm devastated that I have to this tax return. It was complete I just needed to add another piece of information to it and I could have sent it. I now have to expend an additional amount of time and effort to get the information back together to re-input so that I can file my return. It's not enough to say you are sorry and supply me with the software, I think I should be compensated for me time. I would have gladly paid for the software and downloaded my return to it had I been given the chance. I am even thinking about going to the Consumer Protection division of the *** *** *** to report this as a problem. As you can see, I'm very, very upset. I'm a realtor and time is precious to me. This was an unnecessary issue that I now have to deal with due to H&R Blocks incompetency to keep it's consumers aware of the deficiencies in it's product
Complaint: ***
I am rejecting this response because:
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:No resolution or progress has been metH&R Block business is simply denying the claim and not honoring the service I paid forH&R Block keeps claiming the basis is based "off the return being prepared correctly" (which is not entirely true as Ms*** previously stated they admit to having some fault) and also denying because of "lack of substantiation"I provided all of the proof and documentation that was requested from me to H&R BlockI even went above and beyond to assist as much as it was asked of me by H&R Block during this audit representation, by taking days off from work to meet with H&R Block and IRSI don't know what else I could have done from my part to be of better assistance than I had done
Please do not close this case as it is still unresolved and clearly the business (H&R Block) does not care on resolving this matter or value their customer's satisfactionI am very disappointed with H&R Block services and the way they are treating this matter
Regards,
*** *** ***

Dear RevDex.com,In resolution of this matter, Mr***’s claim has been approved and a check was issued Friday May, in the amount of $There was also a credit of $refunded and issued back in its original form of payment As a result, we
consider this matter resolved and we respectfully ask the Revdex.com to close this case. However, if 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:As you admit, *** believes she made attempts to contact me over the summer and again in OctoberHowever, I received no calls from herShe left no voice mail messages for me, and made no attempt to contact me by email otherwise I would have responded as I consider my taxes importantShe cannot provide proof that she made attempts to contact meWhen I contacted her in January of this year, she DID NOT inform me my return could no longer be filed electronicallyShe stated she would have to have to "look into it" and she would call me back shortly and let me know what was going on, which she failed to doI made two other attempts to contact her and was told by an employee of the office that she was "busy" and would call me back, which she did notI stated this in my original complaintAlso, *** did not mail a form with instructions,She mailed me only my form in an envelope with no other document I will be mailing the to the IRSHowever, the only response I will accept is a refund on the service I paid for which guaranteed my tax to be filed, and H&R Block agreeing to pay for any interest and penalties imposed by the IRS for my return being filed lateThere is no excuse for this lack of service and for *** *** shifting the blame to me for her mistakeI did not request an extension on my filing, nor did she make an effort to contact meBased on the service I have received, I will not be using H&R Block for future tax services and will be recommending to others not to use themH&R Block and *** *** need to admit to their mistakes, apologize, and offer amends.
Regards,
*** ***

Dear Revdex.com,In resolution of this matter, Mr***'s claim has been approved for the full amount requested in his complaintThe discount was provided at the time of service on May 27, 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 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 me.Sincerely,*** ***Associate Business AnalystH&R Block