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

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 to note our current efforts to...

resolve Mr. [redacted]'s complaint. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In response to Ms. [redacted] rebuttal and our efforts to provide further clarity, the $50 reimbursement check that was mailed to Ms. [redacted] on April 1st, was the preparation fee associated with her State return only as the Federal return was not in question and although we did not challenge the notice per Ms. [redacted]’s request, we refunded the State fee as a client service gesture. As such, we consider this matter resolved. While we regret Ms. [redacted] appears dissatisfied with her experience at H&R Block, we stand by our prior responses dated 4/28/2016 and 5/11/2016. We respectfully ask the Revdex.com to close this case as we do not believe that any further response on our part would be beneficial. However, should you 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:
As previously stated numerous times, the "general coverage" is not an acceptable response. It appears the amended returns were not necessary to begin with; H & R Block has yet to address that issue. Based upon the advice of the tax preparer who did the 2015 returns, there was no option EXCEPT to report the schedule K via amended 2014 returns. Heeding that advice, we paid for the amended returns as well as paid tax penalties/late fees that we would not have incurred had the schedule K been included with the 2015 returns. As previously stated, we agreed to forego any refund or other monetary settlement and instead adopt a "wait and see" stance if H & R Block would simply guarantee the amended returns just as they did the 2015 returns. It appears they are still completely unwilling to do so. We are out the cost of the amended returns and the extra fees/penalties we had to pay the IRS and the State of [redacted]. If H & R Block would rather refund the cost of the amended returns and all fees/penalties we had to pay as a result of their error, we would accept that resolution. (When we say their error, we are referring to the tax preparer's refusal to include the schedule K with the 2015 returns and providing us with only one option: to amend the 2014 returns so they included the schedule k in question. Filing the amended returns was completely unnecessary as the schedule could have been filed with the 2015 returns.) Quite simply, we are asking H & R Block to stand behind their advice that filing the 2014 amended returns was our only option, thereby necessitating and justifying the extra costs we incurred with the preparation, filing, and fees/penalties. We are talking about a multi-million dollar company. The cost to them of resolving this would be either zero (if they provided a written guarantee BEYOND the "general warranty" they mention) of minimal (if they were to refund the cost of the amended returns and all associated fees/penalties). We are asking them to do the right thing...If the preparer was correct and filing amended returns was the only option, they should be willing to stand behind this with a guarantee. If the preparer was incorrect and the schedule K could have been included with the 2015 returns, they should refund the extra costs incurred by us. There are only two choices here: either the preparer was correct or she was incorrect. If correct, stand behind it (because the word of H & R is differing from what the IRS has told us). If incorrect, stand up for your error and refund our money. Choosing neither of these options is in and of itself an acknowledgement by the company that they are in the wrong and will not admit it. Our error: We should have stopped the preparer from even doing the 2015 returns once she told us she could not include the schedule K. We should have immediately walked out and gone elsewhere. Our second error: We should have read the reviews for H & R Block before choosing the company. So many people have experienced this or similar problems and H & R does nothing.  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:Hi [redacted],I have attached a copy of the only email I have received from H&R block as of today. They did not make any suggestion or effort to resolve the issue only told me they have contact the office manager at the location and that they left me a voicemail. I already responded to the email and advised that I left several message for the regional manager and had not heard back from anyone. It seems premature to say they are working on a resolution when no solution has been suggested.From: [redacted] <[redacted].[redacted]@hrblock.com>Date: Fri, Mar 18, 2016 at 3:17 PMSubject: H&R Block/Revdex.com ComplaintTo: "[redacted]@GMAIL.COM" <[redacted]@gmail.com>Mr. [redacted],My name is [redacted], I’m with H&R Block’s Executive Escalations team. We received your Revdex.com complaint and are in the process of getting your complaint resolved. We are currently waiting on the final response from the local office’s District General Manager.We’ve attempting to contact you via phone; but were unsuccessful. Please contact me back next week at ###-###-#### Monday through Friday 8am-3:30 pm central standard time.I will keep you updated once we receive the final response.Thank you,[redacted]gH&R BLOCK|  [redacted]  | Executive Escalations Regards,
[redacted]

[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 is accurate. While we have not received full resolution, the Regional Director has been in contact with us and is actively working to resolve the issues. 
Regards,
[redacted]

Dear Revdex.com,In response to this matter, our investigation reflects that Mr. [redacted]'s complaint is with a Franchise office, which has the responsibility to resolve this matter with you and directly with the client.However, in resolution to this matter, the Franchisee contacted...

Mr. [redacted] 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,While we sincerely regret Ms. [redacted]'s tax preparation experience, we are refunding tax preparation fees as well as the difference of what she owes to the IRS. Ms. [redacted] can expect to receive her check via UPS Next Day Air on Saturday March 11, 2016. Tracking number is...

as follows: [redacted].As a result we consider this matter resolved. We respectfully ask the Revdex.com to close this case. However, if you should have any further questions or concerns, 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 was sent on 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

Dear Revdex.com,In resolution of this matter, Mrs. [redacted]'s claim has been approved for the amount requested in her complaint. The check will be sent on Friday, April 10, 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

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.   At this time, we are waiting for a response from the IRS...

regarding the Abatement that was submitted, and once that is received we will be able to proceed.   We ask that the Bureau note our current efforts to resolve Mr. [redacted] complaint.   Sincerely,   Destini C[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:Ms. [redacted]:I received a notice today that the Revdex.com is closing my complaint due to lack of my response. Be advised, I never was informed that H&R Block had responded to the complaint in any fashion, ergo, did not provide a response to the complaint.However, Ms. M[redacted] made reference to a one, Mrs. [redacted], in her response; I'm unfamiliar with any 'Mrs. [redacted]' and am not understanding the point that Ms. M[redacted] is attempting to make. Furthermore, Ms. M[redacted] states that H&R Block deemed that the tax return was prepared correctly; I stand by my reasoning that that statement is both a blatant lie and a circumvention of ethical business practices. Had the return been filed correctly, this complaint wouldn't exist, and 5 amendments to the return would not have been filed.Let it be known that I do not accept the response from the business or the Revdex.com, and will move to recoup my losses via any means necessary. I will not allow this organization to bamboozle customers out of hundreds of dollars and provide a service that is borderline unlawful.Please forward this email to Quintina Majors, and inform her that if she would like to discuss this matter personally, I'm available anytime at her convenience.Regards,
[redacted]

[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. The required documents were received by me yesterday, June 27, 2016.  Thank you for your assistance in this matter.
Regards,
[redacted]

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 M[redacted] Associate Business Analyst H&R Block

Dear Revdex.com, In response to the rebuttal and in further review of Mr. [redacted]'s initial complaint, records reflect that our district office contacted Mr. [redacted] addressed matters directly and agreed to refund the amendment fees as Mr. [redacted] requested. It is our understanding that Mr. [redacted] agreed with the resolution and as such a check has been processed and forwarded to the address on record. Upon on further review of Mr. [redacted]’s 2015 tax return it is our belief the return was prepared correctly and the client was charged appropriately for the services provided. We regret that Mr. [redacted] find our fees to be excessive, as we find our fees to be reasonable and highly competitive among tax institutions. Fees are based on the number and complexity of the forms used and for service that is provided to a client. If at any time a client is not satisfied with the price of a return, they have the option to gather their documents and leave with our incurring any cost whatsoever pursuant to our guarantee. H&R Block has knowledgeable tax professionals and has several guarantees that come with the tax preparation that many other institutions do not offer. 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 Analyst H&R Block

Dear Revdex.com, In response to Mr. [redacted] complaint, while we apologize for the inconvenience there is no payment for tax preparation, therefore there is nothing to refund to Mr.[redacted]. District Manager Dorsey did contact him and explained this to Mr.[redacted]. 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. Sincerely, Natalie M[redacted] Associate Business Analyst H & R Block

Dear Revdex.com, In response to this complaint, our investigation reflects that the [redacted] Federal and Kansas State returns were prepared and submitted to the IRS and State Department of Revenue on March 19, 2016, via electronic filing. Records further indicate that both returns...

were recieved and processed by the respective taxing authorities and both returns were accepted on March 20, 2016. There is no evidence in our records that H&R Block failed to properly and timely prepare and file the Kansas return. As such, repeated requests have been made to Ms. [redacted] by phone for any relevant documentation from the Kansas Department of Revenue stating that the 2015 return was not filed. Unfortunately, we have yet to receive the documentation and we are unable to further investigate this matter.Should the [redacted] provide documentation to H&R Block for review, please fax to ###-###-####. We ask the Bureau to note our above-referenced efforts to resolve Mr. [redacted] complaint. Sincerely,Michelle [redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In resolution of this matter, H&R Block is currently in the process of assisting Mr. [redacted]. Our tax professional, Svetlana G[redacted], is working directly with Mr. [redacted] and is in current contact with him regarding his Grandmother’s situation. We will continue to...

remain actively engaged with Mr. [redacted] in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve Mr. [redacted]’s complaint. Sincerely, Michelle B[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In response to this matter, our Enrolled Agent spoke directly with Mr. [redacted], and he indicated they have recieved their tax refund. Mr. [redacted] was informed that as a client service and good faith gesture, a partial refund of tax preparation fees has been released and...

should be recieved by the [redacted]'s shortly.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 that the Revdex.com 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 Ms. [redacted]’ complaint is against a franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client.  Franchisee, [redacted] and staff has...

attempted to reach Ms. [redacted] by phone to discuss this matter directly but have been unsuccessful.  It is our understanding that at this time, the Franchisee is not inclined to reimburse tax preparation fees as it is her belief the amended return was prepared within the allotted timeframe allowed per the IRS notice. Records reflect that a claim was submitted subsequent to the amended return per the H&R Block’s Peace of Mind® Extended Service Plan which Ms. [redacted] purchased in addition to the tax preparation service of her 2012 tax return. Records further reflect that the claim was denied for lack of cooperation as Ms. [redacted] was asked to submit an Insolvency Worksheet but refused to do so. Ms. [redacted] was further advised that refusing to comply with the terms of the plan could potentially result in a denied claim, the Insolvency Worksheet was never provided. If Ms. [redacted] remains interested in discussing this matter further we recommend that she contact the franchised location directly at ###-###-####. 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 response to Ms. [redacted]'s rebuttal, I contacted Ms. [redacted] directly to address. We have refunded Ms. [redacted]'s tax preparation fees and a check has been sent overnight night with a delivery date of 7/1/2015. 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. However, if you should need anything further or have any questions, please do not hesitate to contact me.Sincerely,Quintina M[redacted]Associate Business Analyst?