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

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of reviewing the data files related to the 2013 and 2014 returns for Mr. and Mrs. [redacted]. The typical time frame for this process is 6-8 weeks, however we have requested that the review be as expedited as possible. We will continue to correspond with the [redacted]'s if further information is required for the review. We ask the Bureau note our current efforts to resolve Mr. and Mrs. [redacted]'s complaint. 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 Ms. [redacted] with contacting the IRS. We will continue to correspond with Ms. [redacted] in attempts to reach a mutually acceptable resolution.We ask that the Bureau note...

our current efforts to resolve Ms. [redacted]'s complaint.  Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved .  The check will be sent out on Thursday, March 27, 20173As 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

[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 believe that H and R Block has not even bothered to try and come to a satisfactory resolution to this complaint, instead they hide behind their Terms of Use and don't even offer an apology for the fact that they messed up my taxes.  They do not wish to meet me half way for the mistakes they made or my time that they wasted.  As such I have made my complaint to Amazon.com, Walmart.com, Facebook, and other social media and shopping sites.  Revdex.com I wish that you would close this complaint as unresolved as H and R Block has not even attempted a resolution. 
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: while the local office did refund my fees and did prepare an amended return at no charge to me, they failed to reimburse me for the money I did not have nor the money I had paid to the government, a total of approximately $1700. This resulted in me making an interest free loan for over a year. If H&R block truly took ownership of their mistake and valued customer service they would have tried to right the situation. Additionally the entire experience of working with them to try and get the situation resolved was extremely painful; from the lack of communication to the outright lies. 
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: We had our taxes done at two of their offices last year. The first office’s return showed we owed the Federal Government $3500.00 which shocked me no end. I found there was an error in our insurance coverage which led to major penalties. After I got the corrected information from our insurance company we went to the second office which corrected the insurance error only to be told we now owed the IRS over $13,000.00. Upon receiving this information I found [redacted] on the net to see if there was any relief they could provide and signed ended up signing a contract for $3500.00 to look into my situation.   I was referred to a CPA in [redacted] who discovered H & R Block had wrongly included a W4 form showing [redacted] had earned money from a Company that I had worked for.  That error was the reason for the huge increase we supposedly owed the IRS. When he completed the amended return showing the errors made by H & R Block showing a refund due us for over $1300.00 from the IRS and over $250.00 from the State of [redacted] he took the information back to H & R Block and allowed them to make the corrections for a turnaround of over $14,000.00.   So far they have reimbursed me for the two office visits, which I consider an admission of guilt,  but not the $2650.00 I had to pay a third party to have their errors corrected. 
Regards,
[redacted]

Dear Revdex.com,  In review of this matter, our records reflect that Mrs. [redacted] applied for the H&R Block Emerald Advance line of credit offered by H&R Block Bank and was approved on 1/05/2015. Emerald Advance payments are due on or before the payment due date; atleast 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 Mrs. [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 her return using the online version that best fit her specific tax needs, the H&R Block Basic for $14.99.  As with any of our online products or H&R Block Software, once a tax return is complete, our clients are given the option to elect how they prefer to receive their tax refund if/when applicable. Our records show that the Emerald Card option was elected during the online preparation and filing of Mrs. [redacted]’s tax return.  We sincerely apologize for any misinformation or misunderstandings that Mrs. [redacted] may have about the Emerald Advance line of credit. However, at this time we must respectfully decline Mrs. [redacted]’s request for a refund of interest in the amount of $7.68 and $14.99 which she paid to file her taxes as it is our belief that the interest was accessed to the account appropriately and that the online product used to prepare the return was filed accordingly. Should Mrs. [redacted] remain interested in removing her funds from the Emerald Card, she may contact our Emerald Card team at ###-###-#### and request to transfer her funds to an outside banking institution without accruing any additional fees and upon completing a transfer form. 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 AnalystH&R Block

Dear Revdex.com,While we sincerely regret Mr. [redacted]'s tax preparation experience, our records reflect that a check has been sent overnight to the address on record 3/23/2015 with a delivery date of 3/24/2015. The  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 to this matter, our records reflect that Mr. [redacted]'s online return was in a pending status after being submitted to the IRS through the e-file process. As such, an email has been verified as sent to Mr. [redacted]'s correct e-mail address on February 25, 2016,...

which advised Mr. [redacted] to contact us for further verification about his return. Further, records indicate that we did not receive a callback from Mr. [redacted].However, in response to this complaint, Mr. [redacted]'s return was released and submitted to the IRS on April 28, 2016 and records show that the IRS accepted the return and has released the refund due. In an effort to make amends, and as gesture of good faith for any inconvenience, we refunded the entire tax preparation fee to Mr. [redacted]. While we sincerely regret that Mr. [redacted] is dissatisfied with our services, H&R Block did notify Mr. [redacted] regarding the status of the return by email. In light of H&R Block's above-referenced good-faith actions to resolve this matter, we respectfully request that this case be closed. 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

[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]  I will accept their resolution, but was not happy about being told so many different things by their employees. They need to train them better in the future. Also, a good business practice would be to mention to clients that a big sale offer is coming in one day!

[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:
We have yet to resolve the issue. I have been contacted by the company and we have agreed on a path forward to resolve the issue. I will promptly accept the response as soon as the matter is resolved per our discussed course of action, which will likely be in the next week. Thank you for your help in this matter. 
Regards,
[redacted]

Dear Revdex.com,As it relates to Mr. [redacted]'s initial complaint, we have confirmed that H&R Block only prepared 2013 and 2014 tax returns at Mr. [redacted]'s request, without expenses for the 2013 return. Te returns have been mailed to and received by Mr. [redacted]. I spoke to Mr....

[redacted] and he now states that he took his 2013 and 2014 returns to another tax preparation company and states there were errors found by that company that were made by H&R Block. Mr. [redacted] requests that he is refunded full tax preparation fees. In accordance with our Maximum Refund Guarantee, which states in part, "If you find another online tax preparation method that results in a larger refund (or smaller liability) than that calculated by the H&R Block online tax program, we will refund the fees you paid us to use our online tax program to prepare that return and you may use our program to amend your return at no additional charge. To qualify, the larger refund or smaller tax liability must not be due to differences in data supplied by you, your choice not to claim a deduction or credit, or positions taken on your return that are contrary to law....: We refer Mr. [redacted] back to his local office to ensure this matter is addressed further. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. We ask that the Bureau note our current efforts to assist Mr. [redacted]. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com:In response to this matter, our investigation reflects Ms. [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 the...

Franchisee contacted Ms. [redacted] and  scheduled an appointment Monday, June 8th. Ms. [redacted] thanked him for calling to address her concerns. The Franchisee advised me that he would be providing Ms. [redacted] with a breakdown of tax preparation fees and to discuss her expectations of the tax professional verses H&R Block's software.We ask that the Bureau note our efforts to resolve this issue. 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 Mr. [redacted]’s rebuttal our review determines the rebuttal raises no new issues.  Therefore, we stand by our original response dated 03/29/2018 and refer your office back to that response. While we regret that Mr. [redacted] appears to be dissatisfied with his experience, H&R Block does not control when the IRS releases funds, and we cannot send a check for the amount he is to receive from the IRS.   We have sent out a check for the Tax Preparation Fee’s for Mr. [redacted], and he can choose not to cash it if he would like. H&R Block refunded the Tax Preparation Fee’s to make things whole because of the mistake on the return.    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,   Destini C[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In response to the rebuttal, our records reflect that our district manager attempted to contact Ms. [redacted] by phone to further address her concerns but have been unsuccessful. If Ms. [redacted] remains interested in further addressing this matter we ask that she contact the district manager directly at the number provided on her voicemail. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s s refund has been approved for the disputed amount requested in his complaint.  The check will be sent out on Monday, March 20, 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,[redacted]Associate Business AnalystH&R Block

In response to Mr. [redacted]’s rebuttal, our office is currently reevaluating this issue with the District Manager. The District Manager will continue to work directly with Mr. [redacted] to resolve. We ask that the Bureau note our current efforts to resolve this matter. 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 request in her complaint. The check will be sent out on Wednesday, April 15, 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, Ms. [redacted]’s claim has been approved for the full amount requested in her complaint.  The check will be sent out on Thursday, June 22, 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,H&R Block prepares millions of tax returns each year, and if we make an error, we are committed to making the situation right. It is our belief we have done so in this case as our records reflect that a claim was submitted under H&R Block's Peace of Mind®...

Extended Service Plan and is currently under review. Once a final determination has been made by our claims department, Mr. [redacted] will be notified. Additionally, we have also refunded Mr. [redacted]' tax preparation fees and a check was mailed to the address on record. We will continue to correspond with Mr. [redacted] until matters have been addressed in its entirety. We ask the Bureau to note our current efforts to resolve Mr. [redacted]' complaint. Sincerely, [redacted]Associate Business AnalystH&R Block