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

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 to this matter, we sincerely regret any misunderstandings Ms. [redacted] may have as it relates to the term and conditions of H&R Block’s Peace of Mind® Extended Service Plan. Our records reflect that the Internal Revenue Service (IRS) denied the Earned Income Tax Credit that was claimed on the original return. This decision was based on IRS regulations and has nothing to do with the accuracy of our client’s tax return as it is our belief the return was prepared correctly with the information provided by our client. However, as a client service gesture we are refunding Ms. [redacted]’s tax preparation fees. Ms. [redacted] can expect to receive the reimbursement checks within 3 to 5 business days. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.   Sincerely, Quintina [redacted] Associate Business Analyst H&R Block

Dear Revdex.com, In response to Ms. [redacted]s rebuttal, we sincerely regret any confusion and/or misunderstandings Ms. [redacted]s may have had as it relates to the transferring of funds from her H&R Block Emerald Prepaid MasterCard to an external checking account a process that can only be completed by submitting an Emerald Card Transfer request Form.  Our records reflect that Ms. [redacted]s instead utilized H&R Block's Emerald Online transfer tool to transfer funds. The functionality of this tool can only be used to fund and/ or load money to the Emerald Card when an external banking account is linked to the card. In order to complete the transfer of funds, Ms. [redacted]s was required to enter her banking information per the transfer instructions within the tool that further advises the client that the tool is used to load money to the Emerald Card via an external banking account. As such, when the transfer took place there were no funds available to fund the Emerald card and as a result Ms. [redacted]s incurred a fee from her banking institution. If Ms. [redacted]s believes the fee was charged in error then we recommend she contact her bank to resolve. While we regret Ms. [redacted]s experience, we must respectfully deny her request for reimbursement of the Non-sufficient Fund fee accessed by her banking institution. 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: Here is the voice mail of [redacted] confirming with her manager that HR Block will also pay the $800 to the state for each of the previous years of back taxes. 
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved for the full amount of tax preparation fees requested in her complaint. Per the terms and conditions of the Peace of Mind contract, which states in part: "..you may obtain a full refund of the fee...

you paid for the Plan provided that within seven (7) days from the date of purchase..." Therefore, the fee paid for the product has not been refunded. The tax preparation fee refund check will be sent Thursday, September 7, 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,Michelle B[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 all H&R Block locations, regardless of ownership, stand behind the work done and offer the Maximum Refund...

Guarantee, The H&R Block Guarantee and our Satisfaction Guarantee. The products offered are the same whether in a Company or Franchise office. 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 that we have done so in Ms. [redacted]'s case by correcting the spelling on her return. While we regret Ms. [redacted]'s dissatisfaction with our company, we consider her issues addressed and this matter closed. 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 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, While we regret any confusion or misunderstanding Mr. [redacted] may have experienced regarding our tax preparation services, our review reflects that Mr. [redacted] selected an H&R Block do-it-yourself ("DIY") tax preparation product to prepare his own 2015 return. The...

client entered his spouse’s W-2 information incorrectly into the program.  The client has had a Calculations Claim reviewed and this claim has been denied as the error was a manual entry error made by client. This claim was denied based on the Terms and Conditions stipulated by the Accuracy of Calculations Guarantee which is a part of the End User License Agreement accepted by the client when they installed the H&R Block At Home software. Therefore, we consider this situation handled in accordance with the product terms and conditions of the Accuracy of Calculations Guarantee that Mr. [redacted] acknowledged and agreed to which state in part;”… (B) Block will only pay the penalties and interest described above in Section 6(A) above, if all of the following conditions are met: 1.      The penalty or interest must not be due to an incorrect entry of data by you or any third party (including through any au[redacted]ated tax data import feature). The penalty or interest must not be due to your failure to follow instructions in the Tax Program, your failure to correct and resolve errors identified by the Tax Program, a claim for an improper or unsupportable deduction, a failure to report income, your failure to provide all necessary information to Block, or any other reason outside the control of Block.” 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. [redacted] Associate Business Analyst H&R Block

Even though things have been difficult. In the end H&R Block conducted business as any respectable company should. Because of heir honorable action I may consider doing business with them in the future. And I would like to thank Revdex.com also.
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 this matter, the District General Manager contact Mr. [redacted] directly and reached a mutual 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

[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 whether or not I purchased their peace of mind H&R Block is responsible for their mistake and still should make restitution.Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of assisting Mr. [redacted]. We will continue to correspond with Mr. [redacted] in attempts to reach a mutually acceptable resolution. We ask the Bureau note our current efforts to resolve Mr....

[redacted]'s complaint. 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

Dear Revdex.com, In resolution to this matter, the District Manager contacted Mr. [redacted] and reached a mutually acceptable resolution. Mr. [redacted] has been refunded tax preparation fees for tax year 2011 and 2012 as requested.  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, Jennifer S[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In response to Ms. [redacted]'s rebuttal, our review determines that the return was not filed by the October 15th extension deadline as H&R Block did not yet have all of the required documentation to complete the return,although it had been requested. As such, we have filed a form 843 with the IRS to request forgiveness of the failure to file penalty. The District Manager, [redacted], sent the form via email to the client on 10/2/15 to print, sign and send in with the amended return, which was sent by regular mail on the same date.Additionally, we have requested that the client provide the 2013 and 2014 information to be reviewed however we have not yet recieved it. We will continue to correspond with Mr. [redacted] in attempts to reach a mutually acceptable resolution once the documentation is recieved and reviewed. 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, While we regret any confusions or misunderstanding of the tax preparation services Ms. [redacted] may have experienced, our review of this matter reflects that the Peace of Mind Extended Service Plan 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 District General Managers belief that he has done so in this case by refunding the tax preparation fee which Ms. [redacted] paid to have her taxes prepared. It is our understanding that [redacted] and his staff recently contacted Ms. [redacted] directly and offered to enter a claim to pay the penalties and interest assessed by the IRS in efforts to make amends in this matter, Ms. [redacted] respectfully declined the offer.  We respectfully request that this case be closed administratively judged resolved, as we do not believe that any further response on our part would be beneficial. 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 Mrs. [redacted] but were unsuccessful. Area Manager, [redacted], left several messages at the number provided in the complaint but has yet to receive any return phone calls. [redacted] can be reached directly at...

###-###-####. Should Mrs. [redacted] contact [redacted] at this information, we will be happy to further assist her and address her concerns. Otherwise, we are unable to further investigate this matter. We ask that the Bureau note our above-referenced efforts to contact Mrs. [redacted] to discuss her complaint. 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:
Finally today I received the check from HR Block. However, the amount is not what we agreed on. I claimed two tax amendment services 2011 and 2012 that are both not got processed from IRS. And after I reported to Revdex.com, one manager called me and she clearly said they are going to refund me $242 + $165.75 in the voice message. I still have the voice record now. Today I only received $165.75.  Can you please pass my questions to hr block since I never find the right person to talk to when I call them. I am wondering where is the rest refund ?I expect another refund another check $242. When can I receive it? very appreciated!Thanks,[redacted]
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Ms. [redacted]’ claim has been approved for the difference in the prior payment of $14.88 to the amount requested in her complaint.  The check will be sent out on Monday, June 5, 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,Michelle U[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,H&R Block has reviewed Mr. [redacted]'s rebuttal to our prior response. This response contains H&R Block's final position. In response to Mr. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues with H&R Block. The Peace of Mind was denied based of off the return being prepared correctly with the information provided and lack of substantiation. While we regret that he appears dissatisfied with his experience at H&R Block, we stand by our original response dated 10/14/2015 and we refer your office back to that response. We respectfully request that the case be closed administratively judged resolved, as we do not believe that any further response on our part would be beneficial. Sincerely,[redacted]Associate Business AnalystH&R Block