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

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

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

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

[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.
I find it quite strange that H&R Block made no attempt to contact me regarding this complaint. Seems as though they just want a quick fix. It's funny to me that they said that the reason I only am getting a portion of the money I requested in the complaint is because my taxes were indeed submitted correctly to the IRS. IF they would have contacted me they would know the ONLY reason they were indeed submitted correctly was because of ME. If I would have not caught the mistake their "tax professional" made, they would have NOT been submitted correctly. I do appreciate everything you have done for me to correct this matter. I hope this response is forwarded to H&R Block, as well!
Regards,
[redacted]

Dear Revdex.com,In response to this matter, our investigation reflects that [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.In further review by the franchisee, it was confirmed with Mr. [redacted] that there had been no software issues found within the tax program. Per H&R Block's Refund Guarantee which states: “If you discover an H&R Block error on your return that entitles you to a larger refund (or smaller tax liability), we'll refund the tax prep fee for that return and amend the return at no additional cost. Refund claims must be made during the calendar year in which the return was prepared.” As it relates to this case Mr. [redacted] contacted the franchise office April 2015 concerning his 2013 tax return.  As a gesture of goodwill, the franchisee prepared an amended return at no cost and Mr. [redacted] was offered a discount on his return next tax season to which he has declined. Should Mr. [redacted] change his mind, the offer still stands and we recommend he contact the office directly.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 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:This still does not give the "100% Customer Satisfaction Guarantee" that is promised by H&R Block AND the "maximum Return Guarantee" regardless of buying an additional peace of mind coverage.  Why should we have to buy extra coverage just because H&R Block hired an incompetent  so called tax preparer????   The entire situation is a mess in that there have been TWO ammendments and one MAJOR mistake on your employees behalf and we the customer are supposed to cover for his lack of knowledge of his job????????    We are out thousands of dollars due to your company and we are supposed to know that you hire people off the street with no tax preparing knowledge that can mess up taxes this much?????  What kind of satisfaction guarantee and maximum tax return guarantee is that if NONE of the guarantees actually occurred in this situation????  I want my guarantee!
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s claim has been approved for the full amount he paid for tax preparation.  The check was sent out on Tuesday, April 12, 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, Michelle U[redacted] Associate Business Analyst H&R Block

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, after review of this matter records reflect that the IRS Notice which Mrs. [redacted] received was due to missing income that was not reported on the 2014, stating that 1099-MISC (Other Income) as well as 1099G (Unemployment Income) were under reported on the 2014 return.  Additionally, records reflect that Mrs. [redacted]’s IRS Notice was dated 5/16/16. It was 1/24/17 when Mrs. [redacted]’s contacted the local H&R Block office 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. Records further reflect that Mrs. [redacted] did not provide this information at the time of the tax interview. The client’s Peace of Mind claim was denied due to the following reasons: HRB not notified within 60 days, and information not available at the time of preparation. It is Franchisee, Sharon Mercer's belief that Mrs. [redacted]’s  return was prepared accurately with the information that was provided at the time of the tax interview. 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, Michelle U[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,To further respond to Mrs. [redacted]'s rebuttal, please be advised that clients who file a tax return through H&R Block and receive H&R Block Emerald Advance line of credit there are specific payment options the clients are offered to ensure the Emerald Advance Payment is payed down by the required date of February 15th of each year. Refund Anticipation Check (RAC) is a service offered for an additional fee plus the cost of preparation that allow our client to pay all applicable fees through their tax refund rather than having to pay out of pocket. Our client is also given the option to direct deposit their tax refund in an external bank account or on the H&R Block Emerald Card (EC). If the RAC is not chosen then the other option offered to our client is the IRS Direct Deposit (IRS DD) to an Emerald Card. By choosing IRS DD to EC, all applicable fees associated with the preparation of our clients tax return must be paid upon e-filing the return. This option also authorizes H&R Block to automatically sweep the Emerald Card and pay down the Emerald Advance balance.  After which all remaining funds are deposited to the Emerald Card on record.In this case, Mrs. [redacted] filed using the online version that best fit her specific tax needs, the H&R Block Basic for $14.99. Upon the release of her refund by the IRS to her Emerald Card, our records reflect that Mrs. [redacted]’s tax refund was deposited on 1/30/2015. On 1/30/2015, H&R Block bank swept the Emerald Card for the EA payment of $512.13 ($507.68 + $4.45 additional interest). Also on this same day 1/30/2015, Mrs. [redacted] contacted H&R Block via phone and made an Emerald Advance payment of $507.68. At this point, records reflected that two payments had been made. H&R Block refunded the overpayment on 2/2/2015 for $507.68 less the $4.45 applicable interest that accrued between the dates of 1/20 when the interest posted to the account to 1/30 when H&R Block received payment.Again, we sincerely apologize for any misinformation that was provided or any misunderstandings that Mrs. [redacted] may have concerning H&R Block’s Emerald Advance line of credit.  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, Mr. [redacted]' claim has been approved for the full amount requested in his complaint. The check will be sent on Monday, May 11, 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 have 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. A letter was forwarded to Mr. [redacted]'  e-mail address advising him to contact our office toll free ###-###-####. If Mr. [redacted] should contact us via this information, we...

will be happy to further assist him and address any concerns he might have.  We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his complaint.   Sincerely,Michelle B[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  just fine to me(they just keyed in what I had told them).  I had been following up with their team from Mar onwards and it has been going round and round and I went to IRS office last week due to the frustration and  after waiting for 1 month for my appointment to show up at IRS. they checked the system and found nothing in my name nor IRS returns nor ITIN application. they told me to refile with them and thats what I had done. I did get a call from their CAA yesterday telling if any notice or information comes from IRS to let them know and the will follow up, wich is fin with me,
Regards,
[redacted]

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.Ms. [redacted] took...

the letter regarding an error on the [redacted] school district return in to [redacted] sometime last year. [redacted] prepared an amended school district return to correct the error. Over the course of the last year, Ms. [redacted] has contacted the office every few months to inquire about this problem and has been told that the amended returns are complete and ready for her to pick up. The franchise office believes they have done everything they can to correct the error on the return.The returns are still available for Ms. [redacted] to pick up at the [redacted] office located at [redacted]. The office phone number is ###-###-####. The office has open hours on Tuesdays from 10am-4pm.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 the franchisee's belief that he has done so in this case by amending the tax return to accurately reflect appropriate information.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 to this complaint, the District Manager has contacted Mrs. [redacted] to further discuss this matter. Our records indicate that a Peace of Mind Extended Service claim was entered June 16, 2014 and final denied July 23,2014. Our records also indicate that...

an amended tax return was prepared June 10, 2014.  The tax return documents that Mr. & Mrs. [redacted] agreed to file and signed stated only 3 W-2’s were brought in at the time of filing their original tax return. H&R Block’s tax professionals are responsible for stapling our clients tax packets in a certain order and Mr. & Mrs. [redacted]’s packet had been altered. At this time a request to refund tax preparation fees has been denied.  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 do not hesitate to contact me. [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 was NOT ever offered their "Peace of Mind" program. Which they basically advertise that is part of the program. I only found out about it when I went back for the following years taxes. He rushed through our claims, did EVERY thing wrong and they claim to have professionals doing their taxes. BELOW is the Peace of mind we were NEVER offered. He did not return to HR block and I was told by the people there he had several complaints. YES, we received a return, but would NOT of had to pay out as much as now. My frustration is we PAID to go to a TAX professional, they advertise as TAX professionals and every part of my taxes were WRONG. Not just a simple transposition of numbers, or a small mistake. My federal, my local and my state, SEVERAL mistakes. How It Works
Just let your tax professional know that you want the Peace of Mind
Extended Service Plan and pay the additional charge when you pay for
your tax preparation.If you are audited, a qualified H&R Block enrolled agent will accompany or represent you (with Power of AttorneyDisclaimer number 95. Scrolls to bottom of page.). If you owe additional taxes due to our error in the preparation of your return, we'll pay up to $6,000. See Peace of Mind® Claims for more details. The Peace of Mind® Extended Service Plan is provided at no additional charge in our Premium offices. Read our Peace of Mind® Extended Service Plan Terms & Conditions for more details.
Our Work is Flawless. We Guarantee It...
They have some offices that are with MASTER tax preparation specialist, they don't tell you which ones they are.
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]the police report was sent yesterday as well and also this is a theft and we are responsible for paying this back when we file our taxes as well as we were stolen from not ok!!! We no longer have an actual emerald card and we are not happy at sll this is fi wrong we were victims of Hurricane Harvey we lost everything in storm and now we lost part of our income tax return that we will have to pay back because some sg stole my pure merry Christmas h and r block

Dear Revdex.com,In resolution of this matter, the H&R Block contacted Mrs. [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,Michelle B[redacted]Associate Business BureauH&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: After being treated so poorly, lied to numerous times, hung up on, waiting on hold for 4+ hours, and completely disregarded after my attempts to fix H and R Blocks mistake, I am seeking an additional accommodation from this business for their poor business ethics, practices and morals.
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: I was told would be done within 4 weeks now they are just trying to make more time. And I did ask to be removed because I am in the process of filing criminal charges. They recorded my phone calls with out my knowledge and they are  on record admitting to it.They  also have kept my money and could have returned it at any time. The district manager already said a month ago he was authorizing a refund. 
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: now it been 90 days and They said I would have my refund today it is not in my bank account do I have to wait another 90 days
Regards,
[redacted]