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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I  find that the resolution they agreed upon via our phone conversation, to take care of the amount in full, is satisfactory to me.
Regards,
[redacted] [redacted]

Dear Revdex.com,In response to this complaint our records reflect that in accordance with the H&R Block’s Peace of Mind® Extended Service Plan Ms. [redacted] purchased in combination with the tax preparation services of her 2012 tax return, a claim was submitted and approved.Our records...

further reflect that Ms. [redacted] received a 1099 per the terms and conditions of the H&R Block’s Peace of Mind® Extended Service Plan which states in part:  Federal law states that if your tax liability is paid by someone else, the amount of that payment becomes taxable income to you. Therefore, you will need to include your Peace of Mind payment on your tax return next year. If the payment is $600 or more, you will receive form 1099-MISC from H&R Block next year. H&R Block is not responsible for the payment of any taxes you may owe on such income. In this case, the additional income was never reported and per tax law it became necessary for Ms. [redacted] to amend her 2012 tax return to report the additional income. We refer Ms. [redacted] to the H&R Block’s Peace of Mind® Extended Service Plan Terms, Conditions and Limitations form which she agreed to and signed.We sincerely regret Ms. [redacted] dissatisfaction and as a customer service gesture have refunded the preparation fees for which she paid to have her 2012 tax return prepared, a check has been mailed to the address on record. However, we respectfully decline Ms. [redacted] request for reimbursement of her 2014 tax preparation fees and her request for the difference of which she must now pay to the IRS, as it is our belief that Ms. [redacted] 2014 tax return was prepared correctly with the information provided and does not have any bearing on the 2012 tax return.  We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. 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 resolution to this matter, our investigation reflects that Ms. [redacted] complaint is against a franchise office which has the responsibility to resolve this matter with your office and directly with the client. Records reflect that the franchise office has reached out to...

Ms. [redacted] directly to address matters. H&R Block will continue to correspond with Ms. [redacted] in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our efforts to resolve Ms. [redacted] complaint. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s request for a refund is being granted for the amount of $214.75 as requested in this complaint. This is the full paid price for the tax services provided to Mr. [redacted]. Refund claim ([redacted]) has been approved for Mr. [redacted]'s...

refund and he will receive a check for the amount in approximately 7-10 business days.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 trust this response will allow your office to close your file. However, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely, Jennifer S[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparation services that Mr. [redacted] may have, our review of this matterreflects that the initial IRS notice that was sent to Mr. [redacted] as dated 7/9/14 for the 2013 return. Mr. [redacted] contacted...

our office 1/23/15.Therefore, we consider this situation handled in accordance with the product terms and conditions of the Peace of Mind contract that Mr. [redacted] signed and agreed to which states in part: “Before such payment, you must: (a) notify Block of any government notice regarding such taxes within 60 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 Mr. [redacted]'s situation by reimbursing interest and penalties assessed for tax year 2013 via a payment issued on 5/26/15.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,While we regret any confusions or misunderstanding of the tax preparation services Mrs. [redacted] may have experienced, your review of this matter reflects that the State of [redacted] requires the taxpayer to timely pay for the taxes either through withholding or estimated...

payments. Our records reflect that the tax return was paid for and filed on the filing deadline of April 15, 2014 and the client could not reasonably expect the refund from [redacted] to be available to pay [redacted]'s balance due on the same date. All the penalties and interest are due to not timely paying estimated taxes, none of which is H&R Block error. Regarding the additional concerns, there was a letter left our of the address, however the taxing authority notices were sent to the address as listed on the return and they were received by the client, without issue. It is standard operating procedure for clients to be given the return, payment voucher and envelopes to mail not only payments, but any other documentation the IRS may require. H&R Block does e-file the return for clients but we do not mail any additional documents, as this is the taxpayer responsibility. We respectfully ask 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

Dear Revdex.com, In resolution of this matter, H&R Block is currently in the process of assisting Ms. [redacted].  We will continue to correspond with Ms. [redacted] in attempts to reach a mutually acceptable resolution regarding the refund requested.We ask that the Bureau note our...

current efforts to resolve Ms. [redacted]'s 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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: As I have expressed in the past my business soley runs on donations and fund raising. Due to all of the errors from H&R block I was unable to do any fundraising our except any donations. It was due to their error not mine that I lost 8 months of income and had to resort to many loans to keep our doors open and prevent 62 people from becoming homeless. I do not understand how H&R block could ever feel they have resolved this by refunding the tax preparer fee and the $850.00 reinstatement fee. They took 3 months to do that, It is a good thing I borrowed the $850.00 3 months ago and paid it or I would just now be sending in my paperwork trying to be reinstated and have 90-120 days more to wait to be reinstated. In no way has H&R block made right what they have taken from me and all of the debt I am in due to their MANY MISTAKES. I have worked countless hours fixing what they messed up. I had to make sure everything was paid and borrow money while I was waiting for my 501c3 reinstatement. They have done nothing to make good on what they destroyed. I will not settle for what they have NOT DONE. Thank you.Sincerely, [redacted] [redacted]
Regards,
[redacted]

[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 still have not received a refund, in addition I gained new knowledge today of the responsibility the [redacted] H&R block office had for our returns.  Our business met with a new CPA today who has been forced to take over because of the incompetence of H&R block in completing our business returns.  We were forced to pull the paperwork from the NEW H&R Block office because of the extreme extended timeline given for completion. H&R Block corporate had our taxes transferred from the [redacted] MD office to the "new" office in Waynesboro PA.  Both offices were unable to complete the job.  We had no choice but to pick up incomplete returns and have a CPA complete them.  Since the [redacted] MD office had our taxes since March, they had a responsibility to file for an extension if they were not completed on time.  They failed to do this.  We were informed today from the CPA that we possibly could be billed by the IRS for the business taxes being filed months late up to $194 per month, per partner.  I will expect that H&R Block pay this bill in addition to the original refund requested and ALSO the CPA's bill.  The incompetence of H&R Block has not only been extremely stressful, it is going to result in excessive costs because of penalties and interest that could have been avoided had H&R Block filed the proper forms and communicated with us.  We will be forced to take other action if H&R Block does not step up and resolve the issues they created. P.S.  The tax officer [redacted] from the [redacted] office who neglected our business taxes informed us, when asked, that there is no penalties or fees associated with filing business tax form 1065 late.  We were worried about this when he informed us at 9:30pm on tax date due (4/18) that he still had not completed our business taxes!  He filed our personal returns that evening(before informing us the business taxes were not completed), without the business taxes being filed, which is against IRS standard rules. 
Regards,
[redacted]

[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:
 Once again this is inaccurate.  I paid the payment of $507.68 first they told me they would refund the 512.13 the additional 4.45 has to yet to be put back on my card even though I have been told multiple times it would.  I did not have the option of depositing my refund any other way than their stupid card.  The have lied repeatedly about the interest and never told the same story twice.  On top of that I was specifically told that I would not have to pay interest unless the balance was on the card more than 30 days.  I will not accept anything from H & R Block that contains yet another lie, and given the number of times this has happened it is not misunderstanding it is lies.  I am owed the $4.45 technically the $7.68 also.  I also would not have paid the $14.99 to file my taxes with them, had I know ahead of time that I could not but the money in my bank account like I was told I would.
Regards,
[redacted]

[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:The information in the response is entirely fabricated. This whole scenario outlined as to a discussion and offer to hold my taxes while I checked on the mileage is entirely untrue - it NEVER happened.   I am incensed that the Owner would make up a bold-faced lie and call my integrity into question.   I have been fighting for this refund for months - it is not only for the money but for the principle of the matter.   To make up a lie such as this and state it as fact to the Revdex.com where it may be published for the public to see puts me in mind to contact my Attorney about what rights I have at this point.   I am more than angry - I am furious!   I never stated that I knew anything about my how my mileage was reported on my W2 at the time I was in the office initially. The only question regarding my mileage came up when we were listing my husband's expenses and [redacted], the preparer, asked if I had any business expenses to which I replied that I also had mileage, but my employer reimbursed me and it was left at that.  I only questioned my mileage after the fact because I was researching if employers had to reimburse at the same rate as the IRS allows and ran across an article that made me wonder if I could have deducted my mileage.  Had I not found that article, I would have never known there was any issue with mileage to be questioned.  Nothing was mentioned at the time the taxes were prepared about the fact that I may be able to deduct my mileage - NOTHING.It is unconscionable to me that the Owner of this office can be allowed to behave the way he has toward me and about this issue with no recourse from the Corporate enterprise.  If Corporate will fully review the case, it will be seen that he has made ever-changing arguments as to why I am not entitled to a refund (at least five by my count - 1. since I used a coupon I was not entitiled to a refund ; 2. they cannot know everyting about my taxes, it was my responsibility to know that the mileage could have been deducted and tell them; 3. since the error was fixed for free I was not entitled to a refund; 4. that the error had to be found by another tax preparer after 4/15/15; and now 5. this crazy assertion that I knew about my mileage issue while I was there and wanted to file anyway!).  All of these arguments are patently false.  Based upon his revolving reasons to deny my request for a refund it is apparent that he is grasping at straws and will say anything he can to avoid adhering to the H&R Block guarantee.  I am very disappointed that H&R Block would allow a customer to be disrespected in this manner.  I feel that someone from H&R Block Corporate Management should actually speak to me and Ms. [redacted], NOT the Owner or Office Manager, about what transpired at the time my taxes were prepared as this most recent attempt to besmirch me, my integrity, and my claim are wholly unacceptable and if this is not handled by someone in authority at the Corporate Management level I will seek council.
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, H&R Block is currently in the process of assisting Mrs. [redacted]. We will continue to correspond with Mrs. [redacted] in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve Mrs. [redacted]s...

complaint. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,H&R Block has reviewed Ms. [redacted]' rebuttal to our prior response. This response contains H&R Block's final position.In response to Ms. [redacted]' rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated 4/13/17 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, Jennifer S[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, While we regret any confusion or misunderstanding Ms. [redacted] may have experienced regarding our tax preparation services, our review reflect that Ms. [redacted] selected an H&R Block do-it-yourself ("DIY") tax preparation product to prepare her own 2015 return...

Within the DIY product, Ms. [redacted] also selected a Refund Deposit Account ("RDA"). A RDA is a bank deposit product that enables those who select it to direct the payment of the tax preparation, software, outstanding debt and other fees from their income tax refund.  In accepting the RDA terms and conditions, Ms. [redacted] directed and agreed that amounts received from her tax refund would be used to pay debt owed to us. Ms. [redacted] also checked a box indicating that she had read and understood the RDA terms and conditions. Other disclosures provided within our DIY system informed Ms. [redacted] that: (i) she was not required to select a RDA, and (ii) other options were available to her; including, she could have chosen to receive her refund directly from the IRS. I have attached an example of the consent form that is presented to any client who selects and RDA as well as an example of the RDA Disclosure Ms. [redacted] would have received when she completed her returns.  We trust that this response will allow your office to close this file as this debt is valid.  However, should you have additional questions or concerns, please do not hesitate to contact me. Sincerely, Quintina M[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: when I brought my taxes to be prepared at HR block I had all the the papers I needed the person who did them DID NOT put in my (OTHER INCOME) and when I got the letter from the IRS I had called HR block within 90 days and they never said to bring it in right away!! If I was told to bring it in right away I would have but I did contact them within the 90 days I even gave them my personal information over the phone! 
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:
Revdex.com,Thank you so much for your help in this matter. I can confirm that I was contacted by their New Orleans area general manager and that he agreed to refund or “discount” more of my fees and will be sending a check in the next few weeks. As soon as I receive said check, I will have no problem in accepting their offer and closing this case. However, I do not intend to respond to their offer until such time. Thank you again, I firmly believe that there’s no way they would have agreed to this resolution without you guys.
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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as long as they actually do something. So far it is just words saying they are going to do something but nothing has been done. I hope they believe enough in your own services that they will stand behind them like they promised and like the peace of mind form that we filled out and paid extra for promises. It really is a matter of principle and doing the right thing. 
Regards,
[redacted]

Dear Revdex.com,In response to the Revdex.com complaint, we recently tried to contact Ms. [redacted] but were unsuccessful. A letter was forwarded to Ms. [redacted] on 6/25/15 advising her to contact our office toll free at ###-###-####. If Ms. [redacted] should contact us via this information, we will be happy...

to further assist her and address any concerns she might have. Otherwise, we are unable to further investigate this matter.We ask the Bureau note our above-referenced efforts to contact Ms. [redacted] to discuss her complaint. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block is currently int he process of assisting Ms. [redacted]. 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,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In response to this complaint, our records reflect that Ms. [redacted] was provided the requested breakdown of fees for the charges on the return in mid-September. I have attached a copy of the response by Mr. Erick L[redacted]. Additionally, the office and/or Mr. Lans do not...

have any records of contact attempts from Ms. [redacted] after September. Should she have additional concerns or questions, she is advised to District General Manager, Nicole D[redacted], directly at ###-###-####.  As a gesture of good faith for any inconvenience, we refunded $50.00 to Ms. [redacted]. While we sincerely regret that Ms. [redacted]. is dissatisfied with our services, H&R Block's tax preparation work was correct based on the information Mr. Adams provided during the tax preparation interview. 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, Michelle B[redacted] Associate Business Analyst H&R Block