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

Dear Revdex.com,In response 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 our client.Records reflect that Ms.[redacted]’s 2014 tax...

return was prepared and e-filed on June 18, 2015 and accepted by the IRS that same day. Upon the completion of Ms. [redacted]’s 2014 tax return she elected to file a Refund Anticipation Check (RAC) Direct Deposit, a service which allowed Ms. [redacted] to pay all applicable fees associated with the tax return through her tax refund rather than having to pay out of pocket. Ms.[redacted]’s tax refund was released by the IRS on July 9th and direct deposited to the account specified on the return. The IRS standard refund processing time can take up to 21 calendar days unless a situation warrants a longer review/process by the IRS.  Please be advised that H&R Block has no control over the Internal Revenue Service processing timeframes. Additionally, it is the franchisee’s  belief that  Ms. [redacted]’s 2014 tax return was prepared accurately and timely and therefore, a refund of fees are not warranted in this case.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,Quintina M[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: 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

In resolution of this matter, H&R Block is currently in the process of assisting Ms. [redacted]s.  The claim has been approved for the full amount requested in her complaint and the check will be sent directly to Ms. [redacted]s.  We ask that the Bureau note our current efforts to resolve Ms. [redacted]s' complaint. Sincerely, Michelle B[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In response to Ms. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 8/2/2017 and refer your office back to that response.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,Michelle B[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,  In resolution of this matter, Mr. [redacted]'s claim has been approved for the full amount requested in his complain along with another charge that was taken from teh credit card of $164.27. A total of $328.54 will be refunded to the same card used for the course...

costs. We ask that Mr. [redacted] allow up to two weeks for the funds to be credited to his card. 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: It has not been resolved yet and I previously contacted them for months before anyone even got back to me.  Right now, I am working Robert at the Duke Street location. I do not want to close this case until we get everything done due the run around with H and R Block and the ongoing hassle that I endured with the company.
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Mr. [redacted] claim has been approved for the full amount requested in his complaint. He has received the funds as of Wednesday, April 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. 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:
The original return did not have tuition expenses only books and fuel. The amended return that was done by h and r block was done incorectly . I have the proof in all of the amended returns that were submitted to the irs. The tax professional assumed that the amount of educational credits was greater so she claimed them without our knowledge. my wife and I have finally figured out what happened. And are seeking legal counsil.
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:
Regards,
[redacted] I will forward copy of irs statement which charged me $35 penalty for non-payment of taxesthe h&r office I went to was givin the statement before they tried to fix the mistake they made-----regardless that they think they corrected the mistake( I have proof that they did not) I still had to pay penalty

Revdex.com:I would like to thank the Revdex.com for their help with this matter.I regret that H&R Block did not provide me with any other avenue for resolution.
Regards,
[redacted]

Dear Revdex.com:H&R Block has reviewed Mrs. [redacted]'srebuttal to our prior response. This response contains H&R Block’s final position. In response toMrs. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues with H&R Block. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated February 13, 2017 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.Sincerely,[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I would like to reserve my acceptance until the commitment is met. The initial answers I received from the local representative, Lisa Fox, made me uncomfortable that this issue would be resolved.The response indicates that a check for the refund will be sent on September 25th. It has not arrived at my home yet. I have contacted the IRS who stated that the letters are on the way. I also called the Tax Department in Maine and they are sending letters as well. New York sent my refund but has not sent a letter so I am assuming there will not be one from them but will call anyway to check.It's not that I am rejecting the response. I would feel much more comfortable seeing the whole process through before I officially accept it.
Regards,
[redacted]

Dear Revdex.com,In response to this matter, our investigation reflects that Mrs. [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. However, in response to this complaint,...

records reflect 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 Franchisee Associates belief that H&R Block can pay the penalty and interest assessed once the clients provide the required documents. Mrs. [redacted] was emailed at the address provided and asked for the information necessary to file the claim. She may also contact [redacted] directly by phone at ###-###-####, as H&R Block cannot proceed with the claim until she does so. We ask that the Bureau note our current efforts to resolve Mrs. [redacted]'s complaint. Sincerely,[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 a resolution to refund tax preparation fees has been approved.   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 we have done so in this case by reimbursing tax preparation fees and will proceed to refund penalties and interest (P&I) once our client provides the information which we have requested.   We sincerely regret Mr. [redacted]’s experience with our company and ask that he allows 7 to 10 business days to receive his tax preparation refund.   Sincerely,  Destini *. C[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In response to this matter, our investigation has determined that Mr. [redacted]'s 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. In resolution...

of this matter, Mr. [redacted]'s refund has been granted for the full amount requested in this complaint of $82.00.  Mr. [redacted] will also receive a completed return for tax year 2016 at no cost to the client. The client has been provided a letter providing record of this as well. 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, [redacted] Associate Business Analyst H&R Block

In resolution of this matter, H&R Block contacted Mr. [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

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved for the full amount requested in her complaint. The check will be sent on Tuesday, August 4, 2015.As a result, we consider this matter resolved. We assure you that was 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 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, after review of...

this matter records reflect that the IRS Notice which Mr. [redacted] received was a request for supporting information due to alimony, to which Mr. [redacted] responded directly to the IRS. Additionally,records reflect that Mr. [redacted]' IRS Notice was dated 5/12/14. It was 10/20/14 when Mr. [redacted] contacted H&R Block concerning the notice. Per the terms and conditions of H&R Block’s Peace of Mind contract which states in part: “Before such payment, you must: (a) notify Block of any government notice regarding such taxes within 60 days from the date of such notice (b) promptly provide Block with copies of such notices and other documents relating to or substantiating such additional taxes" The client's Peace of Mind claim was denied due tot he following reasons: HRB not notified within 60 days and Failure to allow HRB to assist. 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,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s claim has been approved for the full amount requested in his complaint. The check will be sent out on Wednesday, April 22, 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 anything further or have any questions, please do not hesitate to contact me. Sincerely,[redacted]Associate Business AnalystH&R Block