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

Dear Revdex.com,In response to this complaint, our records reflect that our District General Manager, [redacted], has engaged in conversations directly with Mrs. [redacted], explaining that  H&R Block is not responsible for tax returns that are completed outside of H&R Block, nor...

the information that an outside firm used to prepare a return. Additionally, our Peace of Mind Extended Warranty Plan states in part, "...The Plan applies only to filed and accepted original individual U.S. resident tax returns prepared by Block for the year of the return...". As such, H&R Block must decline Mrs. [redacted]'s request for monetary compensation for costs associated with her 2015 tax preparation and other items. In regards to the  2014 return that H&R Block prepared incorrectly, H&R Block has completed our due diligence to the [redacted]'s per the Peace of Mind Extended Warranty by reimbursing for the additional tax liability as a result of our mistake as well as the interest amount mentioned in the complaint. The tax liability check was issues in 2016 and the interest check in the amount of $63.15 was issued on February 10, 2017. Although the 2012 and 2013 returns were not affected with additional tax liability due, we have issued refunds for the fees paid to prepare the 2012, 2013, and 2014 returns in the amount of $2,374.25 as a good-faith gesture.While we regret Mrs. [redacted]'s dissatisfaction with our company, we consider all of the issues H&R Block is responsible for addressed and this matter closed. We ask that the Revdex.com note our efforts to resolve this matter thoroughly and fairly. 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:In the beginning; everything this man  [redacted] is saying is false and untruthful, he called me and say that he needs to see the document that was sent to me by the IRS in which said. That the dependent that I had was incorrect and, can not have it as dependent; and needed to be corrected, in which I said that I have three from the IRS; but those where just  bills that was sent to me after Mr. [redacted]rey made the amended.He insisted that he needs to see the such document at the point that, didn't want to talk to him.That document never existed, that was just a way to get away from the mistake made by such H&R office.2nd. I never went and said that was my child, that's another lie from [redacted]; that child is my fiance's son in which I have sent money to him and I have proof of it.I never provide a false statement saying that I supported him with the $4,000.00 a year in which [redacted] said that I told to the tax "professional".The state never denied the dependent because Mr. [redacted]rey caught the error of Mrs.[redacted].Mr.[redacted]rey which I believe he is really a professional went thru, all the papers that Mrs.[redacted] did and he did  found out that the social security was not working.So he amended all the forms. ( he corrected the mistake that Mrs.[redacted] did).[redacted] is just a jerk, trying to defend one of the own and he doesn't know how to solve problems; I can't believe that [redacted] is the District General Manager, cause he didn't show Professionalism and Education and willing to solve this matter.At last he told me, that without the document from the IRS he couldn't help me and hung up.Another thing is that Mr.[redacted]rey took every single copy of all I had.,and the paper that [redacted] wanted wasn't  there. And you know why cause never existed right [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, the district manager called me to assure me that my information would be deleted from H&R records as I had previously requested.  Had I not filed a report I am positive I would not have received a call back that my wishes would be honored. Additionally the District Manager said he would have the Manager of the branch call me to go over the fees.  When pressed as to why I did not receive a written form stating fees I was told the fees were posted behind the receptionist.  At no point in time was I ever directed to that area to view the fees so that I could make an informed decision as to whether or not I wish to proceed.It was only after spending two hrs there and going over my simple 1040Z form, FormIT-201Schedule Schedule D and Health Savings Form 8889 thatI got hit with a sticker price of $380 which was written down for me on a slip.  No Breakdown of fees per form.  I also wish to mention that all my previous tax preparation over the years was done by a CPA and I was charged $200.  The gentleman I saw wasn't a CPA he was a tax preparer. At the time I filed my complaint I did not know that he made a error on my forms that the CPA caught.  He didn't catch the ATM and his proposed state figure was different than the CPA's.I reject the comment that H&R has sophisticated systems in place that are used to cross check and compile figures.  This is the excuse I was given to charge me an extra $30 for "a form" to figure out my IRA contribution.  That is inaccurate as the figure was a line entry figured out by using AGI and a clients age to max out a deductible contribution. I was then told that the tax preparer would speak to his boss about possibly lowering my $410 fee which supposedly included the $25 discount. NEVER HAPPENED.Upon hearing these outrageous prices and having been in the financial industry for over 35 years, I knew that I needed to go elsewhere, and seeked out a CPA who by the way charged me $175.To be clear I am not seeking any damages.  I simply want H&R Block to be more truthful in their pricing and since the are a neighborhood business, be better business partners.  As the H&R Tax preparer said "Don't shoot the messenger" yet who in their right mind would pay $410 for a tax return that costs $175 $200 max? I am asking that you post my complaint to the website.
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, our district office is currently in the process of assisting Mr. [redacted]. We continue to correspond with Mr. [redacted] in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve Mr. [redacted]'s complaint.Sincerely,Quintina M[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:
First we have not been told how much..as the claim was for $5000.00 plus $510.00 for the extra form fees. Lastly today is February 10 2016 and we have not received any checks.
Regards,
[redacted]

Dear Revdex.com,In response to the Revdex.com complaint, our review of this matter relfects that Mr. [redacted] documents have been found in the office and our Service Leader in the office, [redacted], has attempted to contact Mr. [redacted] at the number provided in his complaint, however she has...

been unsuccessful at reaching him. We assure you that the proper office procedures were followed as Mr. [redacted] tax documents were securely sealed in the office files. Only authorized personnel have access tot he office and additional authorization is required for file access. If Mr. [redacted] should contact us at ###-###-####, we will be happy to further assist him and address the concerns he may have. We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his complaint. Sincerely,Michelle [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, Ms. [redacted] claim has been approved for the full amount requested in her complaint. The check will be sent out on Wednesday, June 29, 2016 via next day delivery.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,H&R Block disagrees with Mr. [redacted]'s allegations. Our investigation reflects that the Partnership in question was dissolved on June 30th, 2014. Per the IRS guidelines, a final return is required to be filed within 3 months of dissolving. In this case, Mr. [redacted] visited H&R Block in March of 2015, which was already past the filing deadline imposed by the IRS. We refute that Mr. [redacted] was advised that the Partnership return was not late when he brought an IRS letter to our office at the end of April 2015 with the late filing fee penalty, instead, the tax professional did advise Mr. [redacted] that the current year personal return was not yet late. However, in effort to make amends, and as a gesture of good faith, our office did contact the IRS on Mr. [redacted]'s behalf and came to the resolution with the IRS to file a penalty abatement to eliminate the late filing penalty. As the late filing penalty will be removed by the IRS and because there was no error or neglect on H&R Block's part, we are declining Mr. [redacted]'s request for a refund of tax preparation fees. While we sincerely regret that Mr. [redacted] appears to be dissatisfied with his experience at H&R Block, we believe the tax preparation work was correct based on the information Mr. [redacted] provided at the time of the service. 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 response to Ms.[redacted] complaint, 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 a option to gather their documents...

and leave without incurring any cost whatsoever pursuant to our guarantee.   As a client service gesture we have refunded the clients tax preparation fees. We will  be issuing the refund of fees, once the IRS/State releases the funds to HRB for processing.   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,  Natalie M[redacted] Associate Business Analyst H & R Block

Dear Better Business, While we sincerely regret Ms. [redacted]'s dissatisfaction with our service pricing, we find our fees to be reasonable and highly competitive among tax institutions. H&R Block has knowledgeable tax professionals and has several guarantees that come with the tax...

preparation that many other institutions or accountants do not offer. Additionally, H&R Block fees are based on the number and complexity of the forms for teh service that is provided. As it relates to this situation, our records reflect that in previous years the office was a Franchise location and the client was not only given deep discounts at the former franchisee's discretion but also that the Ms. [redacted]'s return for 2014 was more complicated then it has been in previous years, thus requiring more forms.  In efforts to show appreciation to a loyal customer, the District Manager provided a discount of $200.00 off of the total for tax preparation fees. As a further gesture of good faith, the office mailed a copy of the forms used for the 2014 return as well as a pricing breakdown.  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

[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: the IRS did not except the amendment that Harold W.  and Rachelle W. filled out in 2016 that I submitted with the payment of $456. the IRS is stating that from the form 1098-t the amount entered from box 2 was not supposed to be entered into my 2014 taxes. I did finally receive the check for the remaining balance of the $456 reimbursement two days ago overnight shipped. all I am wonting is to sit down with some one and do my taxes properly for 2014. and if it is found that the mistake the IRS is claiming is correct then I would like to be reimbursed the remaining $ 1087 do to the fact that I played the pace of mind insurance and my taxes were filled out incorrectly originally by Angela M. Oswald in 2015 for the tax year 2014
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:The district manager said he would only pay half of the amount that is owed to the franchise tax board. 
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 was not contacted by district offices, and I was never told that H&R Block wanted to dispute the [redacted] claim. When I went to my local H&R office, [redacted] told me that it was a 'clear error on their part'. I would like proof of these records saying I was contacted and that I declined the challenge to [redacted]. I would still like an itemized list of the breakdown of my lump sum payment for my tax preparation fees.
Regards,
[redacted]

Dear Revdex.com, In response to Ms. [redacted]'s rebuttal and to address her question regarding the latest State notice, per our tax office review of the notice, it has been determined that Ms. [redacted] is being billed for additional taxes owed on income that was never presented to the tax professional during the initial tax interview. In further review of Ms. [redacted]’s rebuttal, we determine the rebuttal raises no new issues. Therefore, we stand by our original response dated 1/27/2017 and refer your office back to that response. Sincerely, [redacted] Associate Business Analyst H&R Block

Dear Revdex.com, In response to this matter, the Office Manager spoke with Mrs. [redacted] during appointments that were scheduled. Our records indicate that Mrs. [redacted] did not prepare her original tax return or her original amended return with H&R Block. It is also the Office...

Manager’s belief that Mrs. [redacted] self prepared her amended tax returns several times before coming to H&R Block for assistance. H&R Block prepared an amended tax return and the state of [redacted] refused to accept the updated information. Mrs. [redacted] later contacted the office and requested the Office Manager to contact the state of [redacted]. During that conversation it was discovered that Mrs. [redacted] was still listed as a resident for the state of [redacted]. Mrs. [redacted] provided the office manager with copies of her driver’s license to fax to the  state of [redacted]. Mrs. [redacted] later called the office advising the Office Manager the state of [redacted] never received a copy of her driver’s license and that she was reported as deceased. Our records show that these allegations are false. H&R Block prepared an amended tax return as well as spent several hours corresponding with Mrs. [redacted] and the state of [redacted]. It is the District Manager’s belief that this issue does not warrant a refund of fees. We ask that the Bureau note our efforts to resolve this issue. 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 of this matter, the District Manager contacted Ms. [redacted] directly and reached a mutually acceptable resolution. 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, Jennifer S[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In resolution of this matter, H&R Block and Mr. [redacted] have come to a mutual agreement of a refund of fees paid for the online service. At this time we are in the process of sending the check to Mr. [redacted] and have been in constant communication with him directly regarding the process. We sincerely regret the misinformation provided to Mr. [redacted] around being able to access his prior year returns and we assure you we take this concern seriously and have made 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 of this matter, Ms. [redacted]'s claim for tax preparation fee refund has been approved for the full amount requested in her complaint.  The check will be sent out on Thursday, July 14, 2016.In regards to Ms. [redacted]'s IRS refund for 2013, H&R Block called the IRS on behalf of Ms. [redacted] on July 24, 2016 and the IRS agent informed H&R Block that the refund was on hold for reasons unrelated to H&R Block and that the agent at the IRS would release the refund that day. The IRS states that checks being mailed directly to clients can take up to 4 to 6 weeks.  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, due to the above referenced good faith efforts on H&R Block's part. 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

Dear Revdex.com,While we regret any confusions or misunderstanding of our tax preparation services Ms. [redacted] may have, please be advised that H&R Block does not provide phone numbers to the IRS nor any other taxing authority for the purposes of paying a balance due. In response...

to this matter, our records reflect that Ms. [redacted] was provided with a payment voucher to remit to IL with the balance due amount, which was page 6 of her IL return. In addition, IL includes the following message to their taxpayers on their payment voucher form..."We encourage all taxpayers to pay electronically whenever possible. Visit tax.illnois.gov to electronically pay."Records further reflect that Ms. [redacted] was expecting a refund from the IRS and did not have a balance due according to our tax preparation. We trust that this response will allow your office to close your file. However, should you have questions or a desire to further discuss this matter, please do not hesitate to contact me.Sincerely,Michelle [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Ms. [redacted]' rebuttal, our review determines the rebuttal raises no new issues. While we regret that she appears dissatisfied with her experience at H&R Block, we stand by our original response dated February 22, 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 desire to discuss this matter further, please do not hesitate to contact me.Sincerely,[redacted]Associate Business Analyst H&R Block