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 response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: In my conversation with [redacted] yesterday, HR Block agreed to pay the penalties and fees that have been since assessed by both the state and federal tax authorities. From our conversation there was no question of whether they would not not, it was an agreement to do so. Also in the subsequent email I received [redacted] mentions this. "Further in order to approve a reimbursement of Penalties and Interest that is being assessed by the State and Federal Tax Authority we will need you to send in the letters that you receive from them." This makes the second time now that what your organization is telling the Revdex.com does not match what I had been offered. Please revisit the recorded call or [redacted]'s email to me before attempting to put uncertainty in your resolution statement. 
Regards,
[redacted]

Dear Revdex.com,In response to the Revdex.com complaint, our investigation reflects that the IRS Notice which Mr. [redacted] recieved was due to missing income that was not reported on his 2014 return. Our records reflect that Mr. [redacted] did not provide this information at the time of the tax...

interview. Attached is the Peace of Mind page presented during Mr. [redacted] tax interview and it shows that he agreed that only two W-2's were provided as income documents at the interview. Per the IRS Notice, the missing income items are from 1099 income. This page also shows that Mr. [redacted] declined to purchase the optional Peace of Mind Extended Service Plan for the 2014 return.However, in attempts to make a good faith effort at resolving this issue, the office at [redacted] has made several requests to Mr. [redacted] for him to provide the tax packet he was given so that we can determine if in fact the 1099's were provided by Mr. [redacted], as we will submit a H&R Block Guarantee claim for any penalties and interest assessed as a result of the income not being reported by H&R Block. Unfortunately, Mr. [redacted] has yet to agree to provide the requested information to H&R Block. We are unable to proceed with our investigation without Mr. [redacted] providing his tax packet to the office for review. As a result, it is H&R Block's belief that the return was prepared accurately with the information provided at the time of the tax interview. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. We ask that the Bureau note our above-referenced efforts to resolve Mr. [redacted]' complaint. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved for the amount she paid to have her tax return prepared.  The check will be sent out on Wednesday, April 5, 2017. As a result, we consider this matter resolved. 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 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,[redacted]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 [redacted], and find that this resolution is the only satisfaction the company will offer. Their resolution does not address the larger issue of the software being marketed not being the software I got, but from my conversation I feel I will not see any further offer of assistance from this company. therefore, I will take the purchase price refund they offered me, and take my business elsewhere in the future.
Regards,
[redacted]

Dear Revdex.com:In response to this matter, our investigation reflects Mr. [redacted] 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 the client to discuss this issue. It was determined that the state of ** is required to file 3 tax returns, federal, state and local. ** local state taxes are determined according to the district the client lives in. Mr. [redacted] provided the Franchisee with an inaccurate district which caused the percentage rate for the local tax return to change. Mr. [redacted] local tax return was also reviewed before it was mailed. The local PA department determined Mr. [redacted] was due a refund, and this did not result in an error of H&R Block. As a client service gesture, the Franchisee has agreed to refund Mr. [redacted] tax preparation fees.As a result, we consider this matter resolved. We respectfully ask the Bureau to close this case. However, if you should need anything further or have any questions, please do not hesitate to contact me.[redacted]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 [redacted], and find that this resolution is satisfactory to me. I appreciate the support received by both parties to quickly resolve this dispute.
Regards,
[redacted]

[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:thank you so much for your help in this matter .please do not close the case yet as I have not recieved the check and need to make sure they covered all the additional amounts I was forced  to pay and should be covered by them also ,you guys are awesome 
Regards,
[redacted]

Dear Revdex.com: H&R Block disagrees with Ms. [redacted]'s allegations. Our investigation reflects that, Ms. [redacted] came to the H&R Block office and stated she had a child that was disabled and that she supported. She was able to supply a social security number for the...

dependent, who is 36 years old. After meeting with and interviewing Ms. [redacted] twice and doing further research, we found that the child she was trying to claim was not a qualifying dependent and was deported for a crime back in 2010, back to his country.  Ms. [redacted] provided a social security number willingly knowing that this person was deported in 2010. Furthermore, the original claim that she supported that dependent more than 50% was found to be untrue, as she reported support of up to $4000.00 a year to the tax professional but then stated it was $200.00 per month to Thomas Nagorski, the District General Manager. When asked again what level of support she provided to the dependent, Ms. [redacted] was unable to provide any proof of any support.   The state denied the dependent though a letter and we removed the dependent from the MIPR return, at no cost to Ms. [redacted].   This return was originally done as a hardship return and was prepared at a substantially discounted price to help the family. Based on the large inconsistencies of truth and the supporting information Ms. [redacted] supplied to us for the preparation of the return, we are unable to assist her any further at this time.In light of H&R Block's above-referenced good-faith actions to resolve this matter, we respectfully request that this case be closed. However, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me.Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of assisting Ms. [redacted], per her request to contact her attorney to gain Power of Attorney in order to investigate on her behalf with the State of [redacted] directly.  We will continue to...

correspond with Ms. [redacted] in attempts to reach a mutually acceptable resolution.We ask that the Bureau note our current efforts to resolve Ms. [redacted]’s complaint. Sincerely,Michelle B[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s claim has been approved for the full amount requested in his complaint.  The check will be sent out on Thursday, April 9, 2015. As a result, we consider this matter resolved. 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 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,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to this matter, H&R Block has recieved this complaint and has reached out to Mr. [redacted] in order to get the corrected check to him. We have recieved the paperwork Mr. [redacted] faxed on Saturday, August 8, 2015, however the paperwork is missing a notary...

stamp that is required in order to be processed. We recently tried to contact Mr. [redacted] but were unsuccessful. A letter was forwarded to Mr. [redacted] today, Monday August 10, 2015 to his mailing address advising him to contact us our office toll free at ###-###-####. If Mr. [redacted] should contact us via this information, we will be happy to instruct him that a notary stamp is needed on the Client Check Replacement Request Form. Mr. [redacted] should obtain that notary stamp and fax the form again to ###-###-####. Otherwise, we are unable to further assist in this matter.We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his complaint. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Mr. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues. While we regret he appears dissatisfied with his experience at H&R Block, we stand by our original response dated 4/27/15 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 beneficial. However, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely,[redacted]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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I spoke to her in person. She said to me I just don't know how that could have happened. All of our paperwork was still in the envelope provided by H&R Block.She then told me I could have purchased a Peace of Mind Policy, I thought that was why I hired a professional.
She is not telling the truth at all. Must be nice to lie your way out of a blatant mistake that she made.
Regards,
[redacted]

Dear Revdex.com, In resolution of this matter, our Master Tax Advisor, [redacted], reached Mr. [redacted] directly to assist. During that conversation, Mr. [redacted] informed that he went to the IRS office location in [redacted] approximately 2-3 weeks ago and the IRS agent...

completed and submitted a new ITIN for his wife. [redacted] advised Mr. [redacted] that it can take up to 8 weeks to receive a response from the IRS and that if he receives any letters requesting additional information to process the ITIN request, she would be able to assist him at an office location that is convenient for him. [redacted] will follow up with Mr. [redacted] in three weeks to see how we may be able to assist at that time. We respectfully ask the Revdex.com to close this case. However, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely,[redacted]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 response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I paid $714.00 to have HR Block prepare my 2012, 2013, 2014 amendments and to file the 2015 taxes. I spoke to the district office and HR Block is only going to pay $398.00 which is the cost of the three amendments so that  means they are going to charge me $316.00 for them to prepare 2015 taxes which is a simple tax return. I think that is excessive. I don't mind paying for a service that we used but to be charged $314.00 for a simple tax return is crazy.
Regards,
[redacted]

Dear Revdex.com,  In response to the Revdex.com complaint, we recently tried to contact Mr. [redacted] to follow up on a prior conversation but were unsuccessful. On Tuesday, April 19, 2016, a letter was forwarded to Mr. [redacted]'s mailing address advising him to contact our office...

toll free ###-###-####. If Mr. [redacted] should contact us via this information, we will be happy to further assist him and address any concerns he might have. Otherwise, we are unable to further investigate this matter. We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his complaint.   Sincerely, [redacted] 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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: 
They have not contacted me at all since I filed this
complaint with you. Before I contacted you I asked for a resolution several
times and received the same response which is not acceptable. I paid them for
services several time to which they had professionals complete. I have had this
problem with them in the past. Only one time did they compensate me and they
only paid the amount of interest which did not equal the amount to which I had
to pay back. Also, if they would have responded in the timeframe to which I
called and left message I would have received the amount of money that was old
to me. Once again this is their mistake and not mine and this time I want
action and money back for which I am owed through taxes. I do not feel like I
should take another loss on behalf of their mistake, nor do I feel like they
should be let off this easy. If I would made this mistake I would have to pay
for it in full. They would asked me for the money or equal compensation. I have
never received equal compensation for the mistakes they made at all. Therefore,
I provided them with this information
and they did a second look which they should have corrected the mistake then.
Being that they are professional in this area they should know the
sensitiveness of it all and how people work hard and paid them to help with their
taxes. I paid out thousands of dollars back to the IRS both federal and state
due to their error and only receive about 80.00 from them for interest which is
not equal to the amount that was paid out of my pocket. Now that money is owed
to me I want someone to compensate me for their mistake. I would have receive
639.00 if the tax preparer would have contact me when I called and left message
as well as the paper should have been aware of the time sensitiveness of this
matter. I would like H & R block to pay me back for the money that is owed
to me and I will no longer do business with H & R block in the future.
Regards,
[redacted]

Dear Revdex.com:H&R Block has reviewed Mrs.[redacted]’s rebuttal to our prior response. This response contains H&R Block’s final position.In response to Mrs.[redacted]’s rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services. The POM was denied based off the IRS’s disallowance of the business expenses on both the 2013 and 2014 Tax returns. While we regret that Mrs. [redacted] is dissatisfied with her experience with H&R Block, we stand by our original response dated 03/04/2016 and we refer your office back to that response.We respectfully request that this case be closed AJR, as we do not believe that any further response on our part would be beneficial.Sincerely,Steana W[redacted]Associate Business AnalystH&R Block

Dear Revdex.com: In resolution of this matter, H&R Block is currently in the process of assisting Mr. [redacted].  We will continue to correspond with Mr. [redacted], as we are currently awaiting a response from the IRS regarding a submitted amended return. We ask that the Bureau note...

our current efforts to resolve Mr. [redacted]'s complaint. Sincerely, Michelle U[redacted] 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 response. If no reason is received your complaint will be closed Administratively Resolved]
To  further question H & R Block's maximum refund guarantee, which states that a claim can be made within the current tax year which in this case was 2013, I offer the following:  This seems to be an acknowledgement that all customers whose returns they prepare, would need to immediately ( or within the same tax year) have to then take their prepared return to someone or entity who they "think" is more qualified, pay that person or entity to "double-check" H&R Block's work.  If this is the scenario for this ruling in my case, I wonder why I or anyone else would choose to use H&R Block trusting that if a problem, I would not only have the correction, but would be returned fees paid for the preparation in my case, I had filed the 2013 return away trusting that H&R Block was competent, just to discover  this error by an acquaintance when attempting to assist with my self-preparation for the 2014.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]