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

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

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

[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.  As I mentioned in my letter,  Ms. [redacted] told me that the end of the [redacted] end of  the year statement that my husband submitted was not sufficient even though the earned dividends for 2014 were disclosed.  She said that I needed the 1099-DIV Forms for 2014. She gave me the account numbers and her fax numbers so that [redacted] could send her the information immediately.  I had them fax to her the same day in a matter of an hour or so.  If Ms. [redacted] needed the 1099-DIV Forms, she could have asked my husband to have [redacted] fax them to her in the same manner she had me do it.  I know my husband would have done that right away.   He was very responsible and careful about these things. But unfortunately, he is not alive to defend himself.  Furthermore.  why did Ms. [redacted] process those forms as completed if she knew that dividends earned had not been declared. My husband  trusted that these tax forms had been completed correctly.  And for added protection, he had purchased a "peace of mind" contract.  A mistake concerning the same dividends was also made in 2013. Even thought the dividend forms were submitted to HR Block.  They neglected to report the dividends.  I had to pay $2,778.00 which included penalties.  Now, I have to wait at least 12 weeks for HR Block to reimburse me.  The person who completed these taxes is no longer with them.   My husband and I have  been HR Block customers for years.  We have recommend quite a few customers to them, including our sons.  I guess a few less customers means nothing to them.   Sincerely,
[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:
HelloWhen I went to H & R Block to discuss my refund request I was told that they offer a 100% satisfaction guarantee.  I was told that the local office would submit a return request form and that a copy of my new refund, which I brought with me wouldn't be necessary.  I then left and was later contacted by a district manager ([redacted]).  She requested a copy of my new refund, which I provided her.  I then made called to follow up with her and left her a voice message.  After a week of no response I called her and she offered no reason why I wouldn't get a refund.I called 800HRBLOCK and nobody will call me back.
Regards,
[redacted]

Dear Revdex.com,In response to this complaint, we recently tried to contact Mr. [redacted] but have been unsuccessful. We have left several voicemails from our Financial Support team for assistance and we have not receive follow up from Mr. [redacted]. We have also attempted to contact Mr. [redacted] by...

email to provide a document we will need completed. We will be sending a letter to the address on record for Mr. [redacted] today advising him to contact our office for further assistance.In regard to the issue listed in the complaint, we show that Mr. [redacted] was mailed his first RAC tax refund check on 4/6/2016. A second check was mailed on 7/29/2016 for the same amount as first check. At this time, if Mr. [redacted] has not received the check we urge him to contact our Financial Support team at ###-###-#### as soon as possible to continue to further research this issue for him and to have him complete needed documentation.Should Mr. [redacted] contact us via the information provided above, we will be happy to further assist him and address any concerns he may have.Sincerely,Destini C[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In further review of this matter, we are able to confirm that the receipt recently provided by Mr. [redacted] is an acceptable form of payment / proof under H&R Block " you pay us half what you paid them" promotion. Although our records reflect that Mr. [redacted] did not continue with our services this tax season we are providing Mr. [redacted] with a gift certificate to be used toward the preparation of his tax return next tax season. The gift certificate has been sent via UPS; tracking #   [redacted]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:H&R Block failed to mention that by cashing those checks they sent as a "good faith" gesture that would release H&R Block from any other obligations should I be audited again for 2014, 2015 or 2016.  Since the same errors were made on their part in 2014, I was afraid to cash those checks and have no recourse should I be audited again in 2014.  Also , my lawyer advised me not to cash those checks for the same reason.  Another reason I reject this claim is because H&R Block failed to mention that I did supply proper documentation for charitable donations but the real ssue was that I was not advised from the tax preparer that any chartitable donations over 5000.00 needed an appraisal.  The H&R Block tax preparer failed to advise me of that.  Had he known the law and knew I did not have an appraisal I would not of submitted those donations and therefore would not have been audited.  Lastly, I am rejecting this response since my lawyer has made several attempts by letter and by phone to reach H&R Block with no response.  She has signed return receipts stating that H&R Block has received our letter and yet no effort or return calls have been made on their part. Thank you,[redacted]
Regards,
[redacted]

Dear Revdex.com, In response to Ms. [redacted] complaint, after further research we have found that we had the incorrect email address for her, which has been updated. We requested a new [redacted] gift card to be sent to the new email. As a client service gesture for the inconvenience we...

offer a free software for next tax year. As a result, we consider this 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 Revdex.com, In resolution to this matter, records reflect that our district manager contacted Mr. [redacted] directly and reached a mutually acceptable resolution. Mr. [redacted], can expect to receive a partial refund of his tax preparation fees within 3 to 5 days. As such, 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

Dear Revdex.com: H&R Block disagrees with Mr. [redacted] allegations. After researching the 2014 e-filed return, it appears that Mr. [redacted] chose to print and mail his state return. The e-file pdf, dated 01/26/2015 gave Mr.[redacted] instruction on how to print and mail his 2014 return to the...

DOR of Missouri.When e-filing, state and or federal returns; a confirmation email is sent to the email address on file confirming that the returns were successfully e-filed. Mr. [redacted] would have received a confirmation email, confirming the e-filing of his state return. While we regret any confusion or misunderstanding of the DIY product, there was nothing found indicating that our system failed to e-file Mr. [redacted] state 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, Steana [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:
Hello ,My Name is [redacted] and this is a part 2 of a complaint that you helped me with in 2015 with HR BLOCK .They had made a mistake on my 2012 tax return and and I had to pay several thousand dollars to the irs federal and state .They did finally pay me the federal part but now are refusing to pay the state tax mistake of 2012. I have spoken to them and the case # is [redacted] and the amount is $1579.38 .I just recieved the request from the irs state part dec 20th 2015. Payment of 1579.38 please .plus I had the extra ins and they already admitted the mistake but I was told over the phone from "maya?" that they do not have to pay me anything !! Her # is [redacted]
Regards,
[redacted]

Dear Revdex.com,We sincerely regret that Ms. [redacted] feels that she was “vastly overcharged” for the services provided. It is truly our belief that 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. As it relates to this case, our review determined that Ms. [redacted]’s tax return was prepared accurately and charged appropriately for the services provided. Therefore, we must respectfully decline Ms. [redacted]’s request for reimbursement.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 rebuttal and as a representative of our corporate office, I reached out to Mr. [redacted] directly. We discussed his situation extensively. Mr. [redacted] was adamant that his tax preparation fees should be refunded due to an error which he allege was made on his 2015 tax return and insisted that we refund his tax preparation fees.I reiterated to Mr. [redacted], the same information that had been advised to him by several tax office associates who has been in place addressing matters directly with Mr. [redacted], that our due diligence is to review the situation in its entirety, assist him in addressing the two IRS notices which he failed to provide to our office and if at that point we determine that an error was made, we were committed to making the situation right. Our records reflect that we contacted the tax examiner and were told that Mr. [redacted]’s case had been closed with the IRS. We questioned the IRS’s response as there had not been any notices provided for our review. It was at that time we were told that two notices had been forwarded to Mr. [redacted] requesting specific information as it relates to the dependants and EIC that was claimed on the tax return.  In efforts to respond to the notices and the tax liability now assessed by the IRS, we have made repeated request from Mr. [redacted] to provide documents needed to fully address the information claimed on the tax return per the IRS request. To date Mr. [redacted] has not provided that information and continue to insist we reimburse his tax preparation fees. Tax preparation requires two- way communication and it is imperative that H&R Block work together with our clients. We therefore must rely on our clients to present all relevant documentation and information required to prepare an accurate return or in the case address the IRS notices on our client’s behalf. Otherwise, we are unable to move forward. 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 complaint, The District Manager has contacted Mr. [redacted] directly to address his concerns. As a client service gesture the District Manager has agreed to refund Mr. [redacted] his tax preparation cost and the check should be received within...

7-10 business days from today 5/27/2015. Mr. [redacted] has also requested to be removed from H&R Block’s contact list and the request has been processed. 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

Dear Revdex.com,In response to this complaint our records reflect, that during Tax year 2013 Ms. [redacted]’ entire tax preparation fee was waived as a client service gesture. Our records further reflect that in Tax year 2014 Ms. [redacted]’ tax situation changed which required that she file two...

additional forms as it relates to Premium Tax Credit & Health Care Exemptions.  The amount of which Ms. [redacted] was charged is applicable to the type of tax return that was prepared on her behalf.  While we appreciate that Ms. [redacted] understands that a service was provided and therefore a fee charged, it is truly our belief that 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.  We are glad to hear that Ms. [redacted] found our services satisfactory in Tax year 2013 and in prior years but sincerely regret her dissatisfaction with our service pricing this tax season.   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 However, if you should need anything further or have any questions, please do not hesitate to contact me.Sincerely,

[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:
Although they say they are taking care of the customer when doing the "Peace Of Mind", when  you ask questions about your claim and who do you need to respond to, you are bounced around from their head office to the office where the person did your taxes.  At the head office I never got a decent response when calling, always being put on hold (which I know that can happen), but then getting hung up on  not once, not twice, but three times. Then then they say that they have included the appropriate penalties and fees , that's not true.  I tried very hard to be patient with them all the while the IRS was down my back. I am very hesitant on going back to H & R Block after this incident.
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:
Regards,
[redacted]6-15-17  I am requesting the Revdex.com to RE-OPEN my file in that we just received notice on 6-7-17 from the State of [redacted] Re: Case #[redacted] / Billing Code [redacted] - dealing with the mess created by H&R Block preparer [redacted]. [redacted] for our 2014 taxes.  I feel it would only be fair for H&R Block to pay for ALL ADDITIONAL EXPENSES DUE TO THIS ERROR. We realize we are responsible for paying the taxes, however, H&R Block is responsible for the mess their preparer created when filing this return.  [redacted]

I regretfully decline their response. H&R Block advertising slogan is ,"satisfaction Guaranteed"," if they make a mistake they fix it for free". The problem is I have had so many difficulties trying to simply file my taxes I am fully dis satisfied. I have had to take it upon myself to resolve an issue that would have never had to happen if what I asked for was done. I asked for corporate tax  files to be filed and they filed personal so I would like a monetary reimbursement because the service I asked for and paid for was not delivered. 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com,In response to Mr. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 4/24/2017 and refer your office back to that response. We respectfully ask the Revdex.com to close this case, 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,Michelle U[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:we have been cheated and lied to by your company
Regards,
[redacted]