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

Dear Revdex.com,H&R Block has reviewed Mr. [redacted]'s rebuttal to our prior response. This response contain's H&R Block's final position. In response to this matter, our office reached out to Mr. [redacted] directly and have explained that his bank rejected funds back at H&R Block due to a frozen account status. While we are not at liberty to refund his entire tax preparation fee for services rendered, in an effort to make amends, and as a gesture of good-faith, we issued a partial refund to Mr. [redacted]. While we sincerely regret that Mr. [redacted] is dissatisfied, H&R Block's tax preparation work was correct based on the information Mr. [redacted] provided during the tax preparation interview. In light of H&R Block's above-reference 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,H&R Block has reviewed Ms. [redacted]'s rebuttal to our prior response. This response contains H&R Block's final position.In response to Ms. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues with the service she was provided. While we regret she appears to be dissatisfied with her experience at H&R Block, we stand by our original response dated January 12, 2016 and we refer your office back tot hat 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 the desire to discuss this matter, 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: When I filed my taxes with [redacted] at the H&R Block in [redacted], she was very convincing that my refund would be available in 7-10 business days if I filed electronically and had a direct deposit done. I sat in the office while she filed my taxes and she kept me there until the IRS accepted my taxes. She  insisted that my refund would  hit my account in that time  7-10 days for the fee that I paid to H & R Block. After 7 days I checked  and was told it was processing, after 10 days I was told the same.   When I  called  [redacted]  She told me that I must have a debt I owe such as student loan or child support and that is reason my money was not available. I insisted no debt was owed, she told me to call IRS. I called IRS again and they told me that taxes are not available in 7-10, especially after April 15, and I needed to contact H&R Block. That the company  sold me on a marketing scheme,  and for this reason I do not accept the response.
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 almost satisfactory. I received a refund of all but $30 and was told I'd receive it by the manager. 
Regards,
[redacted]

Dear Revdex.com,In further review of this matter, our district office contacted Mr. and Mrs. [redacted] to understand how we could better address their concerns. Records reflect that both the 2014 and 2015 tax returns have been amended and are with the IRS for review and while the status of the amended returns are unknown, our due diligence in this situation is to continue corresponding with Mr. and Mrs. [redacted] until matters have been addressed in its entirety. We have confirmed with our client’s that at this time there are no further concerns as it relates to the amended tax returns, however, they are requesting reassurance that in the event something should come up later, H&R Block will be liable. Per our records, Mr. and Mrs. [redacted] purchased H&R Block’s Peace of Mind® Extended Service Plan (POM) in combination with their 2015 tax return. Per the terms and conditions of this plan it states in part: If your return is audited- Block will provide you with a qualified person (but not an attorney) to represent you before the tax authority should such tax authority question the accuracy of your return. If our tax liability increases- as a result of an error in tax preparation and the error is discovered by you, your representative or tax authority, during the period of three years from the filing deadlines for such returns, not including extensions, Block will pay you for such taxes….  Should a situation require the submission of a POM claim, it is imperative that our client’s adhere to the additional conditions referenced in the terms of this plan and contact the tax office immediately where we will ensure matters are handled appropriately. 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,In resolution of this matter, Ms. [redacted]'s claim has been approved for the full amount requested in her 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, our investigation reflects that Mr. [redacted]'s complaint is against a franchise office which has the responsibility to resolve this matter directly with your office and directly with the client. Records reflect that our franchise office has...

contacted Mr. [redacted] and is addressing matters directly. The franchise office will continue to work with Mr. [redacted] and the State of Minnesota until matters are fully resolved. 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, records reflect that our district office is currently in the process of assisting Mrs. [redacted] and have completed the Schedule C as requested. 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, [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 as our records reflect that a claim was reviewed and approved in accordance with...

H&R Block's Peace of Mind® Extended Service Warranty. Additionally, we amended Mrs. [redacted]’s [redacted] state return to reflect the appropriate information and are refunding the remainder of the fees which she paid for tax preparation services. Mrs. [redacted] can expect to receive both checks in 7 to 10 business days. We sincerely regret Mr. and Mrs. [redacted]’s experience with us this past tax season.We assure you that we take the concerns of clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely, [redacted] Associate Business AnalystH&R Block

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 the client. In response to the complaint, Franchisee Joan [redacted] contacted Ms. [redacted] directly to address the complaint. During that conversation, Ms. [redacted] was advised that at this time, she does not owe any fees to H&R Block. As Ms. [redacted] has admitted, her bank refunded the fee she was charged. If at anytime in the future, Ms. [redacted]'s bank charges H&R Block, Ms. [redacted] would be refunded the additional fee.As to Ms. [redacted]'s concern regarding another taxpayer's information being in her packet, we found that it was not client sensitive data and have followed our internal procedure regarding that concern. While we regret she appears dissatisfied with her experience at H&R Block, we respectfully request that this case be closed, judged administratively 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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Hi [redacted]! I thought this was resolved, but H&R Block never refunded my money and then the IRS charged me $100 for late fees! I called H & R Block last November and spoke to a man there who said they would refund me, and that the check would take several weeks - it never came. I just called H & R Block and waited on hold for exactly one hour before hanging up. Do I need to start a complaint file all over again from the beginning, or is there a way to tag it to this closed file?
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, our records reflect that Ms. [redacted] has been contacted and a mutually accepted resolution was reached. As a result we consider this matter resolved. We assure you that we take the concerns of our clients seriously and make effort to resolve...

matters thoroughly and fairly. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to this matter, our investigation reflects that Mrs. [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 the complaint, records show...

that Peace of Mind Extended Warranty Plan was purchased for the 2012 return. The clients contacted H&R Block on December 19, 2015 regarding a letter they had received from the IRS regarding additional tax liability due to missing income not reported on the 2012 return. In accordance with the Peace of Mind Extended Service Plan, a claim was entered regarding the IRS notice and researched thoroughly by our Claims experts. Due to our knowledge of the IRS’ notification schedule, when the claim was review, it was found that the letter provided by the clients in December of 2015 was not the original notification from the IRS. Additional research discovered that the IRS first notice to the clients was dated August 4, 2014. Per the terms and conditions of H&R Block’s Peace of Mind Extended Service Plan, a contract which states in part: “If your tax liability increases as a result of an error in tax preparation and the error is discovered by you, your representative or a tax authority, during the period of three years from the filing deadlines for such returns, not including extensions, Block will pay you for such taxes up to a cumulative total of $6,000 for all such returns, subject to the terms and conditions detailed below….Before such payment you must (a) notify Block of any government notice regarding such taxes within 60 days from the date of such notice (B) promptly provide Block with copies of such notices and other documents relating to or substantiating such additional taxes.  It is our understanding that the IRS would have sent 2 additional notifications, dated approximately 9/4/14 and 11/4/14 to the clients, after the initial notification dated August 8, 2014, with one of the notices being certified. After this initial notification period, the notices would have been sent every 90 days to the address on record with the IRS, which has been verified as being the correct address for the clients. Mrs. [redacted] contacted the IRS and her local post office not receiving approximately 7 notices that would have been sent by the IRS regarding the 2012 return. Unfortunately, Mrs. [redacted] has been unsuccessful in receiving any supporting documentation that the all of the notices sent prior to December 7, 2015 were returned to the IRS or her local post office. As such, the Peace of Mind claim has been denied for the following reason: HRB not notified within 60 days; Failed to allow HRB to assist. It is H&R Block Franchisee, J[redacted] belief that she has made a good-faith effort to resolve this complaint by reimbursing the client’s for the amount of the penalty and interest on the IRS’ initial notice from 8/4/14 and she has agreed to refund the tax preparation fee of $468.00, as the $35.00 Peace of Mind fee is not refundable, as a claim was filed. The check for the tax preparation fee refund will be sent on Tuesday, May 17, 2016.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. 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 satisfactory to me. The District Manager at H&R Block was very helpful and professional in handeling this issue to my satisfaction. 
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, our records reflect that the district office contacted Mr. [redacted] directly and reached a mutually acceptable resolution. 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 AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of reviewing Mr. [redacted] claim for penalties and interest. A check for the refund of tax preparation fees has been approved and should be recieved by Mr. [redacted] within 7-10 business days. We...

respectfully ask the Bureau to note our current efforts to resolve Mr. [redacted] complaint.Sincerely,Michelle [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Mr. [redacted]'s rebuttal, our investigation reflects that Mr. [redacted]'s 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 the rebuttal, it is H&R Block Frachisee, Bill Young's, belief that once the IRS processes the amended return, he will receive the amount of over payment plus interest on that amount from the IRS, therefore he has been made whole at this point. Should Mr. [redacted] have additional concerns, we recommend that he contact the Franchisee directly for further resolution. 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 response to this matter, our investigation reflects that Mr. [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. It is the franchisee's belief that the...

return was prepared based on the information that was provided to the tax preparer at the time of the interview and that it's unreasonable to assume that the tax preparer would be omniscient of documents that are not otherwise provided by the client. Therefore, the franchisee has respectfully declined Mr. [redacted]'s request for compensation. 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  ?

[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 had a techie call me, that probably was very good, and they offered to send me a free software next year.  By the time the techie reached me, a week after my complaint, I had resolved the issue my self.  They never addressed the issues of support or lack of support. Why the multiple hour hold times and the lack of skills on there level 1 & 2 tiers of support.  Their promotional materials are false indicating unlimited Expert Tax Support.
Basically they didn't read the complaint!
 
Regards,[redacted]

Dear Revdex.com, In response to this matter, our research has shown that there were in fact errors on the returns created for [redacted], some of which resulted in the loss of non profit status. At this time, we have refunded prep fees for errors made and we are...

sending a check today for $850 to cover the cost of reinstating the non profit status. We are overnighting this check via [redacted] with tracking # [redacted] This should arrive by end of business day on 12/9/2016.H&R Block prepares millions of tax returns each year, and if we do make and error, we are committed to making the situation right. It is our belief that we have done so in this case by refunding prep fees paid to us for the returns as well as reimbursing the cost of reinstating the non profit.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