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

[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 determined the verbal phone call response, and the email, made by the business in reference to complaint ID [redacted],  of a refund of 59 dollars for the imposed IRS interest/penalty, the acknowledgement of an error in product ,  2017 tax software, and they are supposed to provide 2018 tax software also, is acceptable to me.  
I thank the Revdex.com for the help.  This process was too long, too frustrating, too time consuming, when , I believe, all could have been handled more professionally in a much shorter period of time, but since I am reasonable, as a consumer, I think the resolution is acceptable.
Regards,
[redacted]

To whom it may concern: I accept that the matter is closed as far as the extent of what the Revdex.com can do. Yet, I do see a NY return in the copies they provided me. Yet, the Federal and VT. taxes were most important. Lastly, they acted criminally charging $500 for non-business taxes, no dependents, and only completed the least complicated taxes an adult can file. I will allow others to know of the great help your organization provided against this corrupt organization. Thank you so very kindly.
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 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 with your office and directly with the client. The franchisee has agreed to refund Ms. [redacted]'s tax...

preparation fee as a resolution to this matter and ask that she allows atleast 7 to 10 days for processing. We sincerely regret Ms. [redacted]'s experience is hope efforts to resolve this matter will restore her faith in our company. Sincerely,Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,Our investigation reflects that this complaint is against an independently owned franchise office who has a responsibility to resolve matters directly with your office and with the client.Records reflect that H&R Block's franchise office met with Ms. [redacted] and...

contacted the State of Georgia regarding the $145 difference in the tax liability between the office calculation and the States calculation. It was determined that the office calculation was off by $4 and not $145 as originally stated. As a resolve to this matter the franchisee agreed to refund Ms. [redacted]'s fee that she paid for the preparation of her State of Georgia return which was $49. To further make amends in this situation the franchisee also mailed a letter to the client and extended an offer for free tax preparation next tax season. Additionally, please note that our office was able to confirm that the reimbursement check and gift certificate were both mailed on 8/3/2016 and the check was cashed 8/12/2016. As a result the franchisee considers this matter resolved. However, should you need anything else or have a 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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I have been contacted by a member of the local H & R Block by the name of [redacted] who claimed to be a district manager on November 17th.  He stated that he would investigate and get back to me.  On December 2, 2014, I reengaged [redacted] because I was never contacted back to get a status.  He stated he would engaged the "corporate office " and get back to me.  I gave him a deadline of December 5th for a response timeline.  As of Wednesday December 3, 2014 at 7:30 PM [redacted] time, I have not been contacted back.  Pretty poor that it is taking so long to resolve the complaint.  What is more disturbing is that H & R Block now states that a mutually agreed upon resolution has been reached but that is not a true statement.
Regards,
[redacted]

Revdex.com:
I appreciate you accepting my request to contact HR Block with my concern. I have been in contact with [redacted]. with HR Block and she has elaborated on a method I can use to remove the unwanted allowances.Today was the first time I saw that feature. What's odd is that it's at the end of the tax filing program - which makes little sense to me. It is presented as a separate page after the program has presented your final income, expenses, credits, deductions, and tax due and you hit 'next' (presumably, to begin payment and filing).Other than the peculiar point at which these options are made available, the feature did exactly what I needed it to, which was opt out of the allowances.  It's possible this was always there, but I feel as though I've gone through the entire program several times, and I can't imaging having missed this page. Did they just add it? Perhaps. But nonetheless, it is correct now.Regarding the math error I referenced in my complaint - I simply misunderstood the IRS tax code. (Imagine that!) Let me formally apologize for accusing HR Block of making that mistake in their program. It simply was a failure on my part to grasp the Half-Year depreciation assigned to the first year.There still remains one concern from my original complaint, however it does not grossly affect my return:How can a user select a 3-, 7- or 10-year recovery rate for depreciable items? HR Block's response was simply that it's automatically calculated, but regardless of the inputs I provided, I couldn't get my preferred recovery period of 7 years. (Photography equipment is arguably 5 or 7 year).When I complete a return with Intuit's Turbotax software, it assigns 'Photo and Video Equipment' to a 7-year class. I prefer that, as it reduces the high expense of my equipment per year, allowing me to show more profit in these initial years of business. As, the IRS frowns upon companies that are unprofitable for 3 in 5 years, it is beneficial to utilize the lower expense rate of 7 years.In all, my critical concerns have been resolved. I have a number to contact [redacted]. again (in 'Tier 3' support) if I have any additional concerns.
Regards,
[redacted]
[I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.]

Dear Revdex.com,In resolution to this matter, our records reflect that Mrs. [redacted] has been contacted and a mutually acceptable reasolution was reached. 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, Quintina M[redacted]Associate Business Anay

Dear Revdex.com,In resolution of this matter, Mr. [redacted]' claim has been approved for the full amount requested in his complaint.  The check was sent out on Thursday, May 4, 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 is currently engaged in legal proceeding with Ms. [redacted]. Accordingly, we respectfully ask that you close your file on this matter, as court proceedings are underway.Respectfully,Jennifer S[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In resolution to this matter, records reflect that Ms. [redacted] was contacted by our digital escalations support associate and a mutually acceptable resolution was reached. We assure you that we take the concerns of our clients seriously and make every effort to resolve...

matter's thoroughly and fairly. Sincerely,Quintina M[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 Administratively Resolved
Complaint: [redacted]
I am rejecting this response because:
When I was told that the tax preparer couldn't do my tax return because of the ** state taxes, I was NOT told that my taxes were going to be taken out of the office, I was told that the manager had to take a look at it. it was not until AFTER my information was out of the office and I called, that I was informed that my information was no longer in the office. I also gave my ** address the first day that I went to get my taxes done. and [redacted]e emailed me asking if she could have my address, after she told me a couple days earlier that my taxes were all set. she called me a couple days after the email and claimed she never got the email. also, it wouldn't make any sense that I only get back $197 for ** but get back way more for mass and I have lived in both states for the same amount of time in the year. I don't appreciate anyone telling me that the statement that I wrote was false. the company over all has horrible customer service. and to not admit that your workers are in the wrong, is beyond ridiculous. I'm thinking about going to the news about it. I paid $400! for such horrible customer service. it took me to go through all of this for your company to give back not even half of what I paid.
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, our office contacted Mr. [redacted] directly and addressed and resolved matters with him. 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 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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I have not gotten full resolution. In my original complaint to Revdex.com as well as conversations with the Office Manger, I requested that both my 2013 and 2014 returns be redone by a different tax advisor. This has not happened. I also placed a message with the Client Relations Dept  asking for the contact information for the Regional Manager, [redacted], so I could discuss with him the issues I'm concerned with. This has not happened. Instead, I received a voice mail from the District Manager, the very person I wanted to speak to Regional Manager about. I don't consider this issue resolved simply because I received a refund. Money isn't everything. 
Regards,
[redacted]

Dear Revdex.com,
In response to this matter, our records reflect that the tax preparation debt was disassociated on 08/07/2014. Mr. [redacted] should no longer receive any type of collection correspondence concerning this debt. We sincerely apologize for any inconvenience....


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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I did receive a phone call the same day their response was filed and during that call the representative told me I would hear from them by 6/12.  To date, I have received no response.  But, I keep getting emails saying "they received my claim", which I asked them to stop sending.  Further, the person that did call did not take any time to review my prior emails or my complaint.  He had no idea what the issue was.  He clearly just wanted to 'close out the complaint with the Revdex.com.  H&R Block has know about this issue for over a year.  They have owed me at or about $5,000 for over a year. They continue to deny benefits that that I am entitled to because I purchased the "peace of mind" I purchased.  
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:
The business owner has refunded us the cost of doing the taxes.  However, per the business owner, he has been struggling with the corporate office to make things right via the tax software that had a glitch. This software was obtained from the corporate office and therefore the corporate office should be held responsible for any problems that this software caused.  He indicated that he beleives the corporate office should refund us in full the difference what was stated on our tax return and what the state actually refunded, but that his office could not afford to make it right with everyone that was affected.  I believe the H&R Block corporate should be held responsible for their 100% accuracy guarantee.
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:
They have never addressed the issues detailed in the complaint.  Weeks after I solved my own problem they had the correct person call.  Fix the issues in the complaint or at least address them.
Regards,
[redacted]

Dear Revdex.com,Dear Revdex.com, In resolution to this matter, our records reflect that a claim was submitted under H&R Block’s Peace of Mind® Extended Service Plan. Per the terms and conditions of the warranty, it was determined that due to the statute of limitation of 3...

years from the tax return date the warranty has expired and does not apply in this case.  H&R Block prepares millions of tax returns each year and if an error is made, we are committed to making the situation right. It is our belief we have done so in this case by reimbursing the tax liability assessment as it relates to our clients 2012 tax return. To further make amends in this case, a refund of tax preparation fees were also reimbursed. 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, Quintina M[redacted]Associate Business AnalystH&R Block

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Because HR Block delayed over a month, in responding to the complaint, I hired a tax attorney who is assisting me.
Regards,
[redacted]

Dear Revdex.com,  In review of this matter, our records reflect that Ms. [redacted] applied for the H&R Block Emerald Advance line of credit offered by H&R Block Bank and was approved for the amount of $600.00 on 11/21/16. Emerald Advance payments are due on or before...

the payment due date; at least the minimum payment must be paid every month until the balance is completely payed down by the required date of February 15th of each year. As per the terms and conditions of the H&R Block Emerald Advance line of credit, interest accrues daily and post monthly. In this case, we confirm that Ms. [redacted] was charged the amount of interest applicable to the Emerald Advance line of credit of which she was approved. In further research of this matter, our records reflect that Mrs. [redacted] chose to file using our RAC product. 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.We have provided attachments for Ms. [redacted]'s review: (1) The Emerald Advance Application showing the amount she was approved for; (2) Transaction history for the Emerald Advance account. We sincerely apologize for any misunderstandings our client has as it relates to the Emerald Advance Line of credit. However, the debt is valid and for that reason we must respectfully decline Ms. [redacted]'s request to return the funds.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,   Michelle U[redacted] Associate Business AnalystH&R Block