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

Dear Revdex.com,In response to this matter, our investigation reflects that 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, our investigation conducted in...

the office with Mr. [redacted] at the tax desk uncovered that his refund was being held because his name was not on the account that belonged to his fiancée.Unlike situations where the wrong account number is entered, his refund was not sent back to H&R Block Bank for a paper check to be mailed to him. [redacted] that he did not experience a delay in receiving his refund, but we made no errors in tax preparation or in entering an account number for direct deposit. We assisted him in discovering that his refund was being held at his fiancée's bank. He was provided the Area Manager, [redacted]s cell phone number when the Office Leader was unable to satisfy him. [redacted] verified the investigation conducted in the office as to the cause of Mr. [redacted] issues and communicated to Mr. [redacted] that we would refund him the $20 for the unused coupon he presented during tax preparation. Mr. [redacted] said that he would only accept a full refund of fees. He has continued to call [redacted] after business hours to state he will keep calling until he receives his full refund of fees. While we regret Mr. [redacted] dissatisfaction with our company, we consider all of his issues addressed and this matter closed. We ask that the Revdex.com note our efforts to resolve this matter 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 has been approved for the full amount requested per IRS notice dated September 8, 2015.  The check was sent on Monday, November 2, 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 Analyst H&R Block

Dear Revdex.com, While we regret any confusions or misunderstanding of the tax preparation services Ms. [redacted] have experienced, our review of this matter reflects that the Peace of Mind Extended Warranty was not purchased at the time of the tax interview and therefore, would not apply...

in this situation.    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 [redacted], H&R Block District General Manager's, belief that he has done so in this case by amending the tax return to accurately reflect the appropriate information and by refunding the tax preparation fee which Ms. [redacted]n paid to have her taxes prepared. It is our understanding that [redacted] and his staff have explained that H&R Block will pay any resulting penalties and interest once the IRS sends Ms. [redacted] a tax bill for 2014. 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, 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, In response to the rebuttal, our records indicate that the tax preparation fee refund was cut and sent on October 3rd, 2017. Additionally, a check for the Federal IRS interest that H&R Block has received a notice for has also been approved and that check was approved and cut on October 13, 2017. Regarding Mr. [redacted]'s concern about wanting to keep his complaint open until the matter is completely settled, please be assured that we remain committed to further assisting upon the receipt of any other tax authority notifications. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. However, should you have additional questions or desire to discuss further, please do not hesitate to reach out to me directly.Sincerely,Michelle B[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]
Complaint: [redacted]
I am rejecting this response because:
I received your notice that my complaint would be closed because I had not responded. It is not easy to respond to your emails. Yes; I have received the refund for the tax preparation from H&R Block. However; I have been notified by the IRS that they could not process my return as it was not filed properly. by H&R Block I have taken it back to the local office and they have refiled it. Now we wait again. It has been 12 weeks since the original filing. Resolved? Not hardly. But thank you for your effort..
Regards,
[redacted] [redacted]

efforts have been made to assist me, however, I was under the impression I would receive a refund for the amount paid for my tax preparation, since prices were not clearly posted, and I was charged much more than anticipated. The gentleman who gave my taxes a second look said "well thats what we charge, and I didn't charge you just now for the amendment". Well, I would certainly hope I wouldn't be charged for what you call a FREE second look, and he had no knowledge that I was entitled to a refund.[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:
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: they made two phone calls to us but this issue is not resolved to our satisfaction. It's been since April I've tried to get H&R Block to address and resolve this issue. It's not until this complaint that they reached out to address the issue. A phone call on my behalf does not resolve the issue. Plus if I want status updates on actions they are taking I have to proactively ask. There's been no regular communication. I appreciate the new district manager suddenly cares but it's too little too late. We are still without the $2633 that was taken due to H&R Block's error back in April. Like most people, we are trying to provide for our family and enjoy the holidays we've lost hope and faith this will be resolved this year. We'd file a Revdex.com complaint against the department of revenue too if it were an option. I've be patient and understanding but this is unacceptable. 
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, we contacted Mr. and Mrs. [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,[redacted]Associate Business AnalystH&R Block

In response to Mr. [redacted]’s rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 03/02/2015 and refer your office back to that response. We respectfully ask the Revdex.com to close this case.  Sincerely,[redacted] Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s  refund is being granted for the full amount requested in this complaint. Check was mailed to client on 3/28/17 via regular mail. 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

[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 resolution to this matter, records reflect Mr. and Mrs. [redacted] received an IRS notice concerning disallowed travel expenses that were reported on the original return, for which the client supplied the figures to H&R Block. Unfortunately, and as stated above, the...

IRS disallowed the charitable deductions. H&R Block is claiming partial responsibility for the changes the IRS and State of North Carolina has made in regards to the 2013 tax return. H&R Block is assuming responsibility for the primary residence carryover error placed on the tax return for 2013. Therefore, we have assumed responsibility for $300 in additional federal tax, $60 in penalties, and $18.54 in interest. As far as North Carolina, we have paid $86 in additional tax, $30.10 in penalties, and $12.31 in interest. As a good faith gesture and courtesy, we also authorized the refund of fees for tax preparation from 2009-2016 since we did not meet the [redacted]’s expectations. The total amount of tax preparation refunds provided was $3838.27. Any remaining penalties and interest being currently being assessed by the IRS are in relation to the disallowed charitable contributions that the IRS disallowed, as the IRS did not accept the substantiation provided by the client. 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,   Michelle B[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,
As a client service gesture a claim was approved in the amount of $2041.80 as requested, on 1/2/2018. Mrs. [redacted] check will be going out this evening, she should receive the check by tomorrow.
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
Natalie M[redacted]
Associate Business Analyst
H & R Block

Dear Revdex.com, In response to Ms. [redacted]'s rebuttal, our review in partnership with the franchisee determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 3/27/2017 and refer your office back to that response. Sincerely, Quintina M[redacted] Associate Business Analyst H&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 has been entered on Mr. [redacted]'s behalf...

and approved under H&R Block's Peace of Mind® Extended Service Plan. Also note that a check was mailed to the address on record 6/29/2015. 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. However, if you should need anything further or have any questions, please do not hesitate to contact me.Sincerely,Quintina M[redacted]    Associate Business AnalystH&R Block

Dear Revdex.com, We’ve spoken with Ms. [redacted] and discussed her experience with our services this year. In resolution of this matter, Ms. [redacted] claim has been processed for the partial amount requested in her complaint. 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,?Dear Revdex.com,In response to this complaint, our records reflect that our district office contacted Mr. [redacted] and reached a mutually acceptable resolution. An amended return was prepared and a claim has been entered to refund Mr. [redacted]'s tax preparation fees....

We sincerely regret Mr. [redacted]'s office experience this tax season.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.  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 an independently owned and operate franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client. While...

we regret any confusions or misunderstandings as it relates to our tax preparation services, our review of this matter reflects that Mr. [redacted] declined H&R Block's Peace of Mind Extended Service Plan and therefore, any reimbursements do not apply in this case.  Additionally, our Franchisee, Garilyn G[redacted] has recently tried contacting Mr. [redacted] but has been unsuccessful. Should Mr. [redacted] have any further questions or concerns, he may contact her directly at ###-###-####.However, as a client service gesture we are refunding Mr. [redacted]'s 2014 tax preparation fees and a check will be forwarded to the address on record within 3 to 5 business days. 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,Michelle B[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In resolution of this matter, our records reflect that Ms. [redacted]'s return was assigned to the Tax Professional of her choice and she was able to submit her return for review on February 16, 2016. While we regret Ms. [redacted]'s dissatisfaction with the Best of Both...

process, which was a known system issue on H&R Block's side, we have refunded the total she already paid to use the service. The refund will be processed back to the same card used to make the purchase within 3-7 business days. As for Ms. [redacted]'s request for additional monetary compensation, H&R Block must respectfully decline this request. 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. 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:
First off they never offered to do my taxes for free this year, where is that in writing? I would never have rejected that offer. I would love to see proof that they offered that to me, all I was told was I got a refund for the taxes this year because they were badly botched. I would gladly take them up on the offer of having my taxes done for free this year, I want that in writing. Second I paid the full amount to the IRS that I was told to pay by [redacted] after my taxes were finally accepted. He gave me 2 papers with totals of additional amounts I owed to both the IRS and ** which I paid in full. Why am I responsible to pay the additional amount if I was told the wrong amount by [redacted]? Doesn't that mean he made the mistake and put the wrong amount that I owed the IRS which is why I owe more money. Would that be covered by the peace of mind claim that is the tax professionals error.  I do not see how I am responsible if I paid the amount that I was told to pay and then I got a letter from the IRS detailing I did not pay the correct amount.   
Regards,
[redacted]