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

Dear Revdex.com, In response to this matter, our investigation reflects that Ms. [redacted]’s complaint is against a franchise office which has the responsibility to resolve this matter directly with your office and directly with our client. According to franchisee [redacted], an...

addressed envelope is provided to the client when the situation warrants a paper or amended tax return to be mailed to the taxing authority as it is the client’s responsibility to ensure the documents are forwarded. As for the reduced refund, it is the franchisee’s belief that if there had been any adjustments made to Ms. [redacted]’s federal tax refund then she, the tax payer should have received a letter of explanation from the IRS as this information is not provided to the office. We encourage Ms. [redacted] to return to her local H&R Block office if such notices have been received and if necessary H&R Block will reach out to the IRS on her behalf provided that she signs a Power of Attorney or she may simply contact the IRS directly. 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 Analyst H&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.
Regards,
[redacted] Thank you very much for your assistance in this matter! !!!!

[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.
Regards,
[redacted]

Dear Revdex.com,In response to this matter, our investigation reflects that Ms. [redacted]’ complaint is against a franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client. At H&R Block we find our fees to be...

reasonable and highly competitive among tax institutions. Fees are based on the number and complexity of the forms used and for the service that is provided to a client. If at any time a client is not satisfied with the price of a return, they have the option to gather their documents and leave without incurring any cost whatsoever pursuant to our guarantee.  H&R Block has knowledgeable tax professionals and has several guarantees that come with the tax preparation that many other institutions do not offer. The standard H&R Block Guarantee is included with every tax return we prepare. This guarantee states if H&R Block makes an error on your return, we’ll pay resulting penalties and interest. If you are audited, we’ll explain your IRS tax audit notice and the documentation you should provide to the auditor. Other guarantees and products offered include the Maximum Refund Guarantee, Peace of Mind Extended Service Plan, Second Look Review, and Tax audit support. According to the Franchisee, Ms. [redacted] and the Tax professional discussed tax preparation fees before the tax interview and once the return was completed. During both discussions Ms. Morse was given the opportunity to request her documents back and to not proceed with filing the tax return. Although, Ms. [redacted] continued to express discontent concerning the fees she chose to complete the return. It is the franchisee’s belief that the return was prepared correctly and charged appropriately for the services provided.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, [redacted]Associate Business AnalystH&R Block?

I called on the day that I filed my taxes to check on why it the taxes had not been filed, I believe the message said pending. The customer service rep said it takes a day to go through and not to worry about it. I received the email the next day with pretty much the exact same message. I thought that since it said the same thing as the customer service rep we were good to go. No further emails, voicemail, anything was communicated until after I filed a complaint with the Revdex.com. I spend 5 hours dealing with the IRS and an incompetent CSR at H&R block on April 18th. The CSR on the 18th said she could not do anything about it "since it was already sent IRS, they did not have it in there computer anymore".   H&R blocks incompetence has cost me 5 hours plus another 1 dealing with the Revdex.com.  The fact that they refunded me the pittance that I paid them does not cover the aggravation that they cost me.  [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:
Regards,
[redacted]

Dear Revdex.com,In response to this matter our records reflect that Mr. [redacted]'s tax preparation fees were refunded and a check was mailed on 3/30/2015. As a result we consider this matter resolved. 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 complaint, The District Manager has contacted Mrs. [redacted] directly to address her concerns.  The District Manager refunded Mrs. [redacted]’ tax preparation fees and will continue to assist Mrs. [redacted] with contacting the IRS. H&R Block...

would also like to apologize for the inconvenience this issue has caused.  We ask that the Bureau note our efforts to resolve this matter. 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

Dear Revdex.com,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 this case by amending the tax return to  reflect the appropriate information ,...

reimbursed all interest and penalties assessed on Ms. [redacted]’s  2014 tax return, pursuant to our H&R Block Guarantee which is complimentary with every return we prepare. In an effort to further make amends, and as a gesture of good faith for any inconvenience, Ms. [redacted]’s tax preparation fees were also refunded.If a mistake is made on a tax return, the mistake does not “cause” additional taxes to be owed to a tax authority.  This amount is owed regardless of whether the tax liability was correctly calculated or not and it cannot properly be claimed as “damages.”  Nor can it be said that H&R Block “caused” the taxes to be owed.  Rather, such determination is a function of tax law and not of anything done, or caused, by H&R Block. Under our Peace of Mind® Extended Service Plan, clients are reimbursed a limited amount of their tax underpayment owed to a tax authority, if we make a mistake on a tax return, subject to certain other terms and conditions.  Because Ms. [redacted] did not elect this added level of protection, she is entitled to reimbursement of interest and penalties, but H&R Block is not liable for any additional taxes assessed to our client by the IRS or other tax authority. We sincerely regret Ms. [redacted]'s experience and 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, [redacted] Associate Business Analyst H&R Block

In resolution of this matter, The Office Manager contacted Mr. [redacted] directly and reached a mutually acceptable resolution. We would also like to apologize to Mr. [redacted]  for any confusion concerning this issue. We assure you that we take the concerns of our clients seriously and make every...

effort to resolve matters thoroughly and fairly. As a result, we consider this matter resolved.  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 Analyst

[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 wish to have H&R Block respond to the complaint of giving bad information for retraining of personnel as well as general professionalism.  
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.] Thank you for the reimbursement of the partial fees that we requested. We will be looking out for the check in the mail. 
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.
Regards,
[redacted] & [redacted]

Dear Revdex.com,In response to this matter, records reflect that Ms. [redacted] was contacted by the district office directly and confirmed the cost of the State return. H&R Block prepares millions of tax returns each year and if an error is made, we are committed to making the situation...

right. Upon review of Ms. [redacted] State tax notice, we thought it would be best to challenge the State of [redacted]’s tax assessment. However, Ms. [redacted] disagreed and did not want any additional work on our part and insisted that we refund her tax preparation fees. As such, on April 1, 2016 a reimbursement check for the State return prepared on our client’s behalf was mailed to the address on record. Please note that Ms. [redacted] Federal tax return was never questioned. 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 records show that Mr. [redacted] attempted to make payments on 1/26, 2/14, and 2/22 before the payment was accepted on 3/6. The debit card was declined because the billing address entered did not match what Mr. [redacted] financial institution...

had on file. H&R Block did not charge Mr. [redacted]'s however, $1 for each attempted transaction was assessed. Those fees have since dropped off. Additionally, 2 late fees and the interest for the last 2 months has been waived as well. Mr. [redacted] will receive a credit to his debit card in 1-2 business days. As a result we consider this matter resolved.Sincerely, Quinitina M[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.
Regards,
[redacted]

Dear Revdex.com,In response to Ms. [redacted]'s rebuttal and to provide further clarification, our record does not reflect a scheduled appointment for Ms. [redacted] prior to 9/7/2016. During the summer months of July and August, the tax professional which Ms. [redacted] mentions in her rebuttal was on an 8-week furlough. At H&R Block, we have highly trained tax professionals in place to provide year-round tax service to our clients and have confirmed that there were two office locations opened in the Syracuse area and Taft Rd during the summer months in question. As it specifically relates to Ms. [redacted]’s situation who received a State Tax Notice in July 2016, it was 62 days later in September 2016 that her first appointment was scheduled. Per the terms and conditions of H&R Block’s Peace of Mind® Extended Service Plan (POM), it 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.” Therefore, the POM claim was denied for this reason as well as for the reason explained in our prior response dated 2/15/2017.As for the reimbursement of tax preparation fees which Ms. [redacted] states she never received, our records further reflect that a refund of fees for tax year 2010 was mailed to the address on record 9/22/2011 and cashed on 9/28/2011. It is our belief there are no further reimbursements warranted in this case. Sincerely, [redacted]Associate Business AnalystH&R Block

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 that Ms. [redacted] purchased in combination with the tax preparation services of her 2013 tax return, a claim was submitted and denied...

7/26/2015. Our investigation reflects that, Ms. [redacted] did not bring in a 1099R form during the original tax preparation appointment. Ms. [redacted] also signed her tax preparation documents which confirmed, she did not provide a 1099R form. H&R Block’s tax professionals are responsible for assembling our client’s documents in a certain order, and Ms. [redacted]’s 1099R was not included in the stapled packet.  As a result we consider this matter resolved. 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 Analyst

[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: it is not clear how H&R Block can permit fraudulent entries and returns to be filed through their agency.  What is being done to prevent fraudulent returns in my name to be submitted in the future?
Regards,
[redacted]

Dear Revdex.com, In resolution to this matter, we sincerely regret Ms. [redacted] experience with us this tax season and have taken the necessary steps to address matters internally. As a client service gesture we refunded fees that Ms. [redacted] paid for tax preparation and on May...

13, 2016 a check was mailed to the address on record.  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. Sincerely, [redacted] Associate Business Analyst H&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:
Dear KC-Revdex.com, This is my positive reply in response to the positive resolution at the table offered by H&R Block. H&R Block’s proactive approach to my complaint’s resolve will be met by my agreeing to consider the matter closed once the proposed action taken by H&R Block can be verified in the next few days by seeing their refunded. Thanks to all at the KC-Revdex.com for your awesome performance in bringing these results to fruition. Once again, I will close this immediately after my refund is confirmed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My problem was first with the franchise owner because of her business conduct, but it stemmed onto that not only did I pay her for my service, but I never got my IRS ISSUED REFUND. I have been waiting for that and the H&R block guarantee says they will wave the filing fee if the service was unsatisfactory. So not only will I expect my fee, but I expect my IRS REFUND AS WELL! I have contacted them and they told me it was released to h&r block but I have yet to receive any of my money.
Regards,
[redacted]