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

Dear Revdex.com,We sincerely regret Ms. [redacted]'s experience with our online tax service this year and have refunded the full price for the purchase of the state return. We are also attempting to contact Ms. [redacted] directly and provide an explanation on how to avoid the upgrade in the...

future. 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 first visit [redacted] made copies of all of my documents. However, they made me bring my hard copies in the second time after I found the error in my taxes.  This is when they had my documents a second time and did not give them all back.  I would like my hard copies back from the manager [redacted].  She started the addendum that I told her I had already started and wanted a refund and told her it wasn't necessary for her to do that as I already had.  When she took the addendum papers out of my file she must of taken a hard copy along with those addendum papers she had started.  Im sure if she looks for those papers it would be located with those papers in a separate area from my first visit.
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: they never mailed the check and it seems I am not the only one this happen too. I call my post office and went their and they said mail from h&r block has been received.  I have received everything in mail but that is strange specially check
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]. Today I received checks refunding me the tax prep fees I paid and find that this resolution is satisfactory to me.
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 have attached, again, a transcript of a voicemail that [redacted] left for me on February 12, 2016.  In this voicemail, she VERY CLEARLY still identifies the wrong problem, and states a course of action that was never taken, nor was it ever necessary, because SHE HAD NOT IDENTIFIED THE PROBLEM!! Your response is absolutely illogical.  How did she ever request the document, if she never identified the issue??  If someone complained about you, after you had spent months requesting a document, wouldn't that be the first thing you would mention when you contacted them?  She never mentions that document, or any other missing document in this voicemail (which I still have saved).  She doesn't mention it then, nor did she ever ask for it before, because she never identified the correct problem.  How can you maintain the position that she requested this document many times, when in fact, she doesn't even mention it in February of 2016, and not only does she not mention it, but she clearly identifies the path she plans to take, and NEVER identifies anything I need to do or obtain for her.  The story that I didn't comply was developed after I mentioned the stock sale to the Escalation Team.  My timeline, and I'm sure your notes from the escalation Team identify the first 'versions of the story'.  None of which mention a missing document, but instead talk about a 401K that was reported as Pension.  Never did anyone ever go over the return with me, as your policy states.  When I received the very first notification from the IRS, I took it to [redacted], and at that time, she should've taken the time to go through the return, and the notice WITH ME to identify the issue.  Instead, she said don't worry about it, they are crazy, you don't owe this money, I will fix it.  I reported my stock sale in our original meeting to prepare my tax return, and provided the document.  I do not know why it was never included in the original return, as I did not prepare it, [redacted] did.  2012 was a big year for me, I left a 10 year marriage, and did a lot of things financially because of that, so believe me, I knew about my stock, and my 401K withdraw.  It is unfortunate that you would support such neglect.  [redacted] never went over anything with me, nor did she ever request anything from me.  I can't imagine why I would've had contact with her in May of 2015.  She ignored my emails in April, May and June of 2015.  I had contact with her in June, after I had to reach out to her via her son (a long time friend), and I was about to have my bank account levied.  Only after her son called her, she asked me to come in and sign POA, which was signed June 23, 2015 and still there was no mention of the document.  If she had been requesting this document for months, why would she agree to continue to handle it, and have me sign POA on June 23 2015.  It doesn't make sense at all.  If I was noncompliant, prior to May of 2015, why did she quickly accept responsibility again in June 2015?  Your version of event is absolutely illogical.
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 would agree with this response, if only any of the events stated were true.  I have attached documents, unanswered emails, a voicemail transcript, and a complete statement.  All this disproves what your tax preparer is claiming.  She never identified the issue.  The issue was not identified until her office manager was forced to go through the return with her.  She left me a voicemail just before that happened, still identifying the wrong problem (in Feb. of 2016, when this issue began in Sept. of 2014).  Once her office manager asked me for the specific document, on a Monday, which happened to be President's Day, I had it in his email by Friday!  She never once identified a missing document that I needed to provide.  She did at one point lose ALL of my documents, but when she told me she had lost them, she also told me not to worry, that she would find them.  Eventually, that must've happened because they were returned to me when I met with her office manager.  Can you provide one date of contact where she asked me to obtain a document? One email? One letter sent? NO, you cannot, because it never happened.  It is just nonsensical to think I would be so lazy as to not provide this document, when in fact, it actually reduced my tax liability and increased my refund and it only took a five minute phone call and an email!  I have proven my diligence in handling my personal matters in my handling of this situation.  I have not been responded to in the manner or time I was told one time by your company.  I have had to reach out to your associates every time.  Your employee was very clearly negligent, in not dealing with this issue for 18 months.  I even had other Block employees reach out to her requesting status updates.  She didn't return my calls, EVER!  Then her office manager lied to me, forcing me to transfer power of attorney instead of revoke it! I cannot believe this type of behavior is condoned!   This has cost me a lot of money, and unbearable amount of stress, and so much of my time, it's unbelievable, so no, I do not accept this response! I think you need to check the facts!
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 satisfactory to me.
Regards,
[redacted]

Dear Revdex.com,H&R Block's purpose is to be the most trusted, state-of-the-art tax preparation experience at a great price for everyone. We strive to provide clients with the best service possible and ensure client satisfaction. When our service and/ or product does not meet our client's expectations, it is important for us to know so we may review the situation and try to do better in the future. Please also be advised that a full refund for the products in which Ms. [redacted] purchased has been refunded. We deeply regret Ms. [redacted]'s dissatisfaction with our service as well as product and sincerely apologize for any inconvenience or frustration she may have experienced.Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution 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. The franchise owner is in the process of assisting...

Ms. [redacted] and will continue to correspond with the client to ensure all matters are addressed and a mutually acceptable resolution is reached. We ask that the Bureau note our current efforts to resolve Ms. [redacted]'s complaint. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparation services that Ms. [redacted] may have, our review of this matter reflects that her situation is now being handled in accordance with the Power of Attorney recently granted to our Tax Professional, [redacted]. At this time, [redacted]'s Department of Revenue is sending a Statement of Account form to be completed and provided the [redacted] Department of Taxation and Finance, to show that the credit for taxes paid to another state is valid and should not have been disallowed. It is our belief that once the [redacted] Department of Taxation and Finance receives and reviews the Statement of Account from [redacted], their decision to disallow the credit will be overturned and the balance due eliminated. We respectfully ask that the Bureau note our current efforts to resolve Ms. [redacted]'s complaint.Sincerely,Michelle U[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted] request for a tax preparation fee refund has been approved for the amount paid. The check will be sent out on Monday, June 6, 2016.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 this file. 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,the District General Manager contacted the East's directly and reached a mutually acceptable resolution, the check for which is being mailed on Thursday, September 22, 2016.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

[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 have received only one contact from H&R Block, and I have tried repeatedly to get in touch with them, to no avail.  My husband informed me he received a call, and I also tried to reach back to the number, to no avail.  Please see my summary of the multiple failed attempts to get in contact with someone at H&R Block.  I have left a message for the most recent number left on the response to the Revdex.com Complaint (which was not a contact number provided previously), so hopefully they will be in contact, but at this time, I reject their response and they have not left acceptable contact numbers to get back in touch with them:   Summary  [redacted] left message on 6/10/17 and stated she would try again on 6/11 6/11- did not receive any call from [redacted] 6/12- tried calling at number left ([redacted]) and it said the office was closed  6/15- tried calling at number left ([redacted]) and it said the office was closed  6/20- my husband informed me [redacted] Anderson left him a message on 6/20- not sure why she didn’t try calling me - she left a callback number of [redacted].  I tried calling back and it said “the office is unable to answer your call”.   6/21/17- tried calling [redacted] at number left ([redacted]) and it says the office is unable to answer my call and it appears to transfer me to the corporate line  6/21/17- tried calling [redacted] again at [redacted] and the message said no one was available to answer and was transferred to the main corporate office line - representative set up a callback for Monday, 6/26 at 4:30pm PT  6/22/17- tried calling [redacted] at number left ([redacted])and it says the office unable to answer my call and they try transferring me to the corporate line.  I had already set up a callback for Monday so hung up 6/26/17- Did not receive a call from anyone at 4:30pm PT  6/26/17- tried calling [redacted] at [redacted] when I didn’t get a call at 4:30pm and got the same message as above.  6/26/17- I also tried calling [redacted] at [redacted] but it says the office is unable to answer my call and started to transfer me to the corporate line again 6/27/17- tried calling [redacted] at [redacted] and it says the office unable to answer my call  6/27/17- Received email from the Revdex.com stating HR Block has been trying to get a hold of me.  They left a contact number of ###-###-####.  I tried calling it and left a message.  
Regards,
[redacted]

Dear Revdex.com,We have reviewed Ms. [redacted]'s rebuttal to our prior response. This response contains H&R Block's final position.Ms. [redacted]'s complaint is against an independently owned and operated franchise office. [redacted], the franchise owner, responded to Ms. [redacted]'s email with the following: "Hello [redacted],I have looked into the issue with your local return . What happen was [redacted] entered code [redacted] instead of [redacted] the code for your address in [redacted].  I have amended the return and will be mailing it out to you today . You will need to sign the amended return on the second page an mail it to the address on the second page . The Local will then manually process this amended return and will refund the tax you paid of $449.00 plus interest and penalty to you .  It can take them 8 to 10 weeks to process once you mail it in . With the amended return I am mailing you I am also sending you a check for $179.98 this was the fee you prepared for us to do your tax return . I am sorry that a mistake was made . We strive not to have mistakes and if we do make one it was not done intentionally it was true a mistake and for that I am very sorry .Sincerely ,[redacted]. [redacted]"Mr. [redacted]'s belief is that this issue is now resolved by completing an amended return for Ms. [redacted] as well as refunding her filing fees of $179.98.As a result, we consider this matter resolved.We respectfully ask the Revdex.com to close this case. However, if you should need anything further or have any questions, please contact me.Sincerely,Jennifer S[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Mr. [redacted]'s rebuttal, our review determines the rebuttal raises no new is[redacted]s. Mr. [redacted] was not charged for nor paid the fee for Peace of Mind. Therefore, we stand by our original response dated August 5, 2016 and we refer your office back to that response. We respectfully request that this case be closed, 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

Dear Revdex.com,In resolution of this matter, Ms. [redacted]’s claim has been approved for the full amount requested in his complaint.  The check will be sent out on Monday, June 26, 2017. 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,In response to the complaint, we sincerely regret that Mr. [redacted] found our services to be less than satisfactory in tax seasons 2013 and 2014.  Our due diligence before preparing any tax return is to ensure that we ask appropriate questions and request...

additional documentation as necessary in preparing the return. If at anytime we find that the information which is presented by the client contains material misstatements of facts and/or is based on inaccurate or fraudulent information or documents that results in the return containing material misstatements, we have the right to refuse to prepare and/or file the tax return.  Due to substantial concerns as it relates to the preparation of Mr. [redacted]s tax return, we were unable to prepare and file a tax return on his behalf.Our records reflect that Mr. [redacted] has been contacted and our position explained and has returned to the office to pick up his tax documents.  As for Mr. [redacted]’s request to be compensated for the services provided by another firm, we must respectfully decline his request. 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

[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 of this matter, Ms. [redacted] request for the additional tax preparation refund has been approved. The check was mailed on Wednesday, June 8, 2016.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

[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 rejecluckily I ting this response because I strongly disagree with HR Blocks "conclusion." They absolutely did cause me to file late.  My tax preparer was aware in september of my change in status.  The first I ever heard that this return was late or going to be late was from th IRS.  They not only misguided me in the business return, they presented me with official documents (1099s) to send to my employees that not only had my business address wrong, spelled several name incorrectly (luckily I checked their work)  but also handed them to me with a stack of envelopes that would not work for the 1099s.  This poor work is certainly not worth 600.00. Therefore, I would like for this complaint remain active to be helpful to others.  It is disheartening that this company stands behind the rediculous idea that this service even met the lowest professional standards. 
Regards,
[redacted]