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

Dear Revdex.com: In response to Mr. [redacted]’s complaint, as listed in H&R Block’s End User License Agreement it is the users sole responsibility to obtain user names and passwords created for the H&R Block Online Software Accounts. If a user cannot access their account...

H&R Block can assist clients with resetting passwords but the security questions must be answered as they were originally written. Below are the terms & conditions per H&R Block’s End User License Agreement pertaining to our client’s account information.  19. Security. You agree to take reasonable security precautions to protect any passwords and user IDs associated with your use of the Software. These precautions shall be at least as great as the precautions that you take to protect your own computer equipment and software, but in no event less reasonable and prudent care. You will notify H&R Block immediately of any unauthorized use of your user ID/name, your password or the Software or any other security breach of which you are aware. It is your sole responsibility to keep your account number, ID/user name, password and other sensitive information confidential. You understand and agree that you are solely responsible for all computer password, data, file and network security, including but not limited to, an active firewall on your computer or network connection, anti-virus software and anti-spyware software, necessary to secure and protect any proprietary or confidential information that you provide, store, submit, transmit or disclose directly or indirectly with your use of the Software. If Mr. [redacted] is unable to log into his online account, a copy can be requested directly from the IRS. Due to security reasons H&R Block is unable to email or mail a copy of a tax return. 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

In response to Ms. [redacted]’s rebuttal, our review determines the rebuttal raises no new issues. The District General Manager spoke with Ms. [redacted] directly and provided the resolution, which was refunding a portion of her tax preparation cost.  Therefore, we stand by our original response dated 5/6/2015 and refer your office back to that response. We respectfully ask the Bureau to close this complaint AJR. 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, our records confirm that the tax preparation and related fees associated with Ms. [redacted]’s 2016 tax return now reflects as paid in full. We also show an overpayment of $34.95 which we are reimbursing along with a portion of our client’s tax...

preparation fees. A letter of confirmation will be forwarded to Ms. [redacted] as well. We ask that our client allows 7 to 10 days for processing. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely,  Quintina M[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In response to this matter, our investigation has determined that Ms. [redacted]' complaint is against an independently owned and operated franchise office, which has the responsibility to resolve matters directly with your office and with the client.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 H&R Block Franchisee, [redacted] believe that she has done so in this case by offering to amend Ms. [redacted]'return at no charge, to work with the IRS to have her income reclassified as not subject to tax (which client declined), and by refunding the tax preparation fee which Ms. [redacted]' paid to have her taxes prepared. 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

[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]

[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]
This is all I continue to get. They just keep passing the buck. I originally wanted to file the complaint to H&R Block in general. However the Revdex.com suggested that I list the local office ([redacted]) I went to. I don't care who's responsibility it is but H&R Block refuses to resolve this matter. The corporate office (Kansas City)keeps using the word "pending" after multiple phone calls to them. The local office ([redacted]) tells me its in the hands of the corporate office. No one can tell me why it is pending. No one can tell me when this matter will be resolved. In my opinion H&R Block just keeps avoiding this entire situation. Most unprofessional thing I've ever been a part of. "Peace of Mind"??? That's a joke because my mind hasn't been at peace for going on 2 years now.

Dear Revdex.com, In response to Ms. [redacted] complaint, it is important to us at H & R Block to give each of our clients the best service possible. Unfortunately, we are having difficulty contacting Ms. [redacted] by phone or email regarding her concerns. It is important for us to attend to...

any requests our clients may have to ensure their concerns are addressed. We look forward to speaking with Ms. [redacted]. Sincerely, Natalie M[redacted] Associate Business Analyst H & R Block

Dear Revdex.com,H&R Block disagrees with Mr. [redacted]'s allegations. Our investigation reflects that the Peace of Mind claims have been reviewed twice and denied or partially paid for the following reasons:Business expenses were disallowed by the IRS due to lack of substantiation. ...

The auditor indicated that the expenses claimed were unreasonable. The auditor determined that Mr. [redacted] did not have an area in his home that was used regularly and exclusively for business. He also determined that most of the miles driven didn't qualify as business use. Then he disallowed all expenses and attempted to reclassify the business as a hobby. H&R Block appealed the auditor's position with an amended return claiming only expenses for which Mr. [redacted] had receipts and removing the deduction for business use of the home. The appeal was accepted and finalized on July 1, 2015. H&R Block is not responsible for the dis-allowance of expenses that weren't backed up with receipts. Our records further indicate Mr. [redacted] told the tax preparer that he met the qualifications for the deduction and also had a room in his condominium used only for storage of business equipment. Mr. [redacted] states the professional didn't ask any questions about the business use of his car, but the tax professional states she did discuss the rules regarding auto mileage with the client. The Peace of Mind claim for 2011 was denied as the return was prepared correctly with the information provided by Mr. [redacted]. H&R Block does admit to making an error or duplicating the home office expenses on the 2012 return and we paid that portion of the error to Mr. [redacted], per Peace of Mind.While we regret Mr. [redacted]'s dissatisfaction with our company, we consider all issues addressed and this matter closed. We ask the Revdex.com to 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 response to the Revdex.com complaint, we recently tried to contact Mr. [redacted] but were unsuccessful. An email was forwarded to Mr. [redacted] advising him to contact our Digital Tier III agent, [redacted] directly at ###-###-####. If Mr. [redacted] should contact us via this...

information, we will be happy to further assist him and address any concerns he might have. Otherwise, we are unable to further investigate this matter.We ask that the Bureau note our above-referenced efforts to contact Ms. [redacted] to discuss his complaint.Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to this matter, records reflect that our district office in this processing of contacting Ms. [redacted] to address matters directly. We will continue to correspond with Ms. [redacted] in our efforts to reach a mutually acceptable resolution. We ask that the Bureau...

note our above-referenced efforts to contact Ms. [redacted] and address this complaint.  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:
Thanks to your intervention I did receive the money owed to me via checkI did receive a message from H & R block stating the check would be sent but was not able to answer the phone due to me being asleep after working the night shift. It did not ask for a callback unless I had questionsI also received a message, again when I was sleeping after work, asking me to call if I hadnt gotten the check. I did not call back because I had received the check.I appreciate the help of the Revdex.com in resolving this matter to my satisfaction.Thanks[redacted]

Dear Revdex.com,In response to the Revdex.com complaint, we contacted Mr.[redacted] directly to provide the process for a Check Replacement Form in order to request a new check for his IRS tax refund proceeds to be resent to him, upon his request. Our records indicate that on April 22, 2015, a...

check for the proceeds from the IRS refund was cut and sent to the address on record. Further, our records indicate that the check has not been returned to H&R Block as undelivered nor has it been cashed. Pursuant to Uniform Code, Section 3-312, which states in part:"...This Claim becomes enforceable at the later of the time the claim is asserted or the 90th day following the date of the check...". As it relates to this situation, the 90th day will be July 22, 2015. While we regret that Mr. [redacted] appears dissatisfied with the policy enforced by the Uniform Code mentioned above, we did offer to locate an office in his area that could assist with the Check Replacement form request, however Mr. [redacted] respectfully declined the offer and stated that he would seek assistance on his own. We ask that the Bureau note our current efforts to resolve Mr. [redacted]'s complaint. Sincerely,[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

In resolution of this matter, H&R Block contacted Mr. [redacted] and apologized for the mis communication he received. We have settled this matter with Mr. [redacted] and 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 resolution to this matter, H&R Block attempted to contact Ms. [redacted] to address her concerns but we’re not successful.  
 
Our records indicate that Ms. [redacted] did not purchase our Peace of Mind Extended Warranty Plan. However, as a client service gesture we refunded Ms....

[redacted]’s her tax preparation fees and also issued a letter explaining our resolution.
 
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 resolution of this matter, Ms. [redacted]'s refund is being granted for the full amount paid for tax preparation this year of $123.50. The check is going out via regular mail today 10/18/216. The District General Manager for the area attempted to reach the Ms....

[redacted]'s to apologize and provide this resolution directly but was unable to reach her.As a result, we consider this matter resolve. 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 [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 was sent on Wednesday, May 21,2015.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 to contact me. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to the Revdex.com complaint, our investigation reflects that the 1095-A form was not presented at the initial tax preparation appointment and therefore, the information from it was not included on the return. However, once the Mr. and Mrs. [redacted] recieved notice from...

the IRS, H&R Block prepared an amended return for the [redacted]s and it was submitted the IRS. As the IRS requested verification of the identity of the tax payers, H&R Block reached out to the [redacted]s in attempts to reach them in order for our tax professional to contact the IRS on their behalf. Once Mr. [redacted] came into the office, our tax preparer contacted the IRS with Mr. [redacted] present and the IRS stated that they needed to further verify his identity prior to issuing a refund and that he would have to go to a local IRS office to verify his identity. While we regret that Mr. and Mrs. [redacted] appear dissatisfied with their experience at H&R Block, we are not at liberty to release their expected IRS refund, as H&R Block has caused no delay in the process.  However, in an effort to make amends, and as gesture of good faith for any inconvenience, we refunded the client's tax preparation fee, and the check was mailed on June 14, 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 rejecting this response because:
I have proved with response from the IRS that this is in fact H&R blocks fault along with their length of time to rectify the situation. H&R Block has admitted that the [redacted] location did in fact refuse to respond to their mistake and has cost myself damages and reputation with the IRS. I have made an offer to H&R Block to do this years tax preparation at a sharply reduced rate due to this situation. They have not responded . I do feel they have not followed through with their end of the "worry free guarantee" . My offer stands and I will be satisfied with the acceptance of that offer.
Regards,
[redacted]

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. 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 franchisee, Jeannie W[redacted]’s belief she has done so in this case by amending both the federal and state tax returns and paid all applicable penalties and interest that was assessed. To further make amends in this case, Jeannie offered to prepare Mr. [redacted]’ 2017 tax return for free, to which he respectfully declined. Please be advised that if a mistake is made on a tax return, the mistake does not “cause” additional taxes to be owed to a tax authority. This amount is owed regardless of whether the tax liability was correctly calculated or not and it cannot properly be claimed as “damages”. Nor can it be said that H&R Block “caused” the taxes to be owed. Rather, such determination is a function of tax law and not of anything done, or caused, by H&R Block. Under our Peace of Mind® Extended Service Plan, clients are reimbursed a limited amount of their tax underpayment owed to a tax authority, if we make a mistake on a tax return, subject to certain other terms and conditions.  Mr. [redacted] however, did not elect this added level of protection, and therefore is only entitled to reimbursement of interest and penalties. H&R Block is not liable for any additional taxes assessed by the IRS or other tax authorities. We sincerely regret Mr. [redacted]’ experience this past tax season. Sincerely, Quintina M[redacted] Associate Business Analyst H&R Block