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

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

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,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] 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

[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]

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

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:  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]

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

[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 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

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 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

[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]

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: 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

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,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,We have confirmed with our Financial Support back office that Mr. [redacted]'s Check Replacement Form has been processed this morning. Mr. [redacted] will receive his refund via direct deposit to the account he listed when providing us with the form.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, Jennifer S[redacted]Associate Business AnalystH&R Block

Dear Revdex.com: H&R Block disagrees with Mr. [redacted]’s allegations. Our investigation reflects that, Mr. [redacted] came to the H&R Block office on March 6, 2017 to have his 2016 tax return. We refute that Mr. [redacted] was told he would get his refund amount to the Emerald Card...

within 24-48 hours. H&R Block no longer offers the Refund Anticipation Loans as we did in 2009/2010. Further, Mr. [redacted] did not mention being unhappy with the pricing for the service rendered at the time of payment. However, he did return to the office with a friend and requested that H&R Block complete his friends return for no charge. Office Manager, Nicole Perkins, did advise that she’d be happy to set an appointment with him for the next day. When Nicole called to speak to Mr. [redacted] about his concerns, and a message was left with the person that answered. Additional contact attempts have been made by Nicole Perkins, however those attempts have been unsuccessful. While we sincerely regret Mr. [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 used and for the service that is provided.  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 this matter further, please do not hesitate to contact me. Sincerely,Michelle U[redacted]Associate Business AnalystH&R Block