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

Dear Revdex.com, In resolution to this matter, we regret Ms. [redacted]’s experience this tax season as it relates to our pricing. Our review of this matter has determined that an increase in fees charged this year versus last year is a result of additional forms that were used to complete...

the tax return as well as several H&R Block valuable coverage plans that Ms. [redacted] elected to add to her tax return. Although, it is our belief the return was charged appropriately for the services provided as a client service gesture, a portion of our client's fees were refunded. 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. However, if you should need anything further or have any questions, please do not hesitate to contact me. Sincerely, Quintina [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 want $100 back!!! 
I am rejecting this response because:
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 spoke with the H&R Block representative, Mr. [redacted], and he did explain that the price of my tax preparation had been reviewed, and that it was within H&R Block guidelines.  He did offer a credit towards future tax preparation.  However, the H&R response fails to address my original complaint - that I went to H&R Block with an offer of $250 for tax preparation which increased to $350 after we had gone through all of my tax information.  I could accept that increase but the bill increased to $550 after they finalized the taxes and I returned to sign the completed forms.  This is the part I have trouble with  - there was no reason for the increase from $350 to $550, only the fact that the tax filing deadline was 2-3 days away and I had no other option at that point.
 
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 situation regarding the complaint is that I have been contacted by H & R Block. I was instructed by Block to file the paperwork requested by the IRS. Once the IRS responds I am to take up the issue with Block. Nothing can be resolved between Block and myself until that time. Thus in my opinion there has been no dispute resolution.
Regards,
[redacted]

Dear Revdex.com,In response to this complaint, our records reflect that Ms.  [redacted] applied for and received H&R Block’s Emerald Advance line of credit on 1/8/2009 in the amount of $435. The advance remained unpaid and additional interest and other applicable fees were assessed....

H&R Block attempted to collect on the debt but was unsuccessful.  The total debt of $724 was eventually placed with an outside Agency in 12/2014.  Per the terms and conditions of the Emerald Advance Line of Credit via our RAC product the debt with H&R Block was finally settled on 2/18/2016 through Ms. [redacted]’s 2015 tax refund. 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] 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,   [redacted] Associate Business AnalystH&R Block

Dear Revdex.com, In resolution to this matter, records reflect that our district office is currently in the process of assisting Mrs. [redacted] directly and confirmed that an amended return has been filed. We will continue to correspond with Mrs. [redacted] in attempts to reach a...

mutually acceptable resolution. We ask the Bureau note our current efforts to resolve Mrs. [redacted] complaint. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, records reflect that our district manager contacted Ms. [redacted] directly have reached a mutually acceptable resolution. As a result, we are refunding Ms. [redacted]'s tax preparation fees which she will receive within 7 to 10 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, [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: 11008953
I am rejecting this response because: On Monday Feb 23rd I received an email from [redacted] at 644pm stating the following:  "I am writing to inform you that I have a check for you of 1576.22.  I’d love to meet with you on Thursday or Friday morning of this week?  Do you have the availability?  I will be at [redacted], Anchorage".  According to the message from Ms. [redacted] via the Better Business Bearu site which stated "Ms. [redacted]'s claims have been approved for the full amount requested in her complaint."  In my complaint I had requested to be compensated for the full seven thousand dollars that was paid to the IRS not just the penalties.   I proceeded to contact [redacted] that night at approx 730pm via phone.  Her and I discussed the message I received from Ms. [redacted].  [redacted] proceeded she would discuss the message and the miscommunication with her supervisor and get back to me the next day which would have been Tuesday Feb 24th.  I waited one week to hear a response from [redacted] and still have not received  a phone call or email from her.  That evening I forwarded her the message I received from Ms. [redacted] via the Revdex.com as she requested. Thank you for your assistance in removing this matter.  Your time and input is greatly appreciated.  For your review I have attached the email that was sent to be by [redacted]. 
Regards,
Patricia [redacted]

Dear Revdex.com, 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. Records reflect that Mr. and Mrs. [redacted]’s 2013 tax return was originally...

prepared at a franchise H&R Block tax office in [redacted].  Upon relocating to [redacted], the [redacted]’s received an IRS Notice/Audit in 2015 requesting substantiation for the deductions that had been claimed on their return. The [redacted]’s engaged Franchisee, [redacted]’s tax office for assistance and [redacted] obtained consent necessary to respond on the client’s behalf. As requested by the Internal Revenue Service, information was submitted for substantiation efforts however, the IRS determined the documents were insufficient and disallowed the deductions.  In accordance with H&R Block’s Peace of Mind® Extended Service Plan a claim was filed. After a thorough review, it was determined that the deductions were not substantiated and the tax return was prepared correctly with the information provided.   While we regret any misinformation that was provided or misunderstandings Mr. and Mrs. [redacted] may have as it relates to the terms and conditions of H&R Block’s Peace of Mind Plan which states in part:  2. Your local H&R Block office will investigate the issue, providing full audit representation if necessary. (Please note: while receipts are not required for tax return preparation, you must make these documents available to the tax authority in the event they are requested.) The terms and conditions also state… The plan does not apply to: (i) additional taxes, penalties and interest that are assessed as the result of (i) incorrect, incomplete, false or misleading information that you have given to Block in connection with its preparation of a return; (ii) the government's inability to obtain from you sufficient records to support deductions, credits and other items on your return; (iii) your failure to timely pay the taxes as shown to be due on your return; and (iv) additional taxes assessed as the result of your desire to take a position on your return that challenges current IRS or judicial tax law guidelines or interpretation. In the event, you receive a refund of any assessment that Block has paid you under the Plan, you must reimburse Block for the amount of such refund; Records further show that [redacted] was committed in assisting Mr. and Mrs. [redacted] with their tax situation and spent hours accessing the client’s tax returns, faxing, copying and forwarding required documentation as requested by the taxing authority all at no charge to the client’s. While we regret Mr. and Mrs. [redacted]’s experience at H&R Block, 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

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.Our office is currently reviewing the...

complaint with the franchisee office. We will continue to correspond with the office to ensure the complaint is addressed and that [redacted] is contacted and provided a resolution.We ask the Bureau to note our current efforts to ensure [redacted]'s concerns are addressed. 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:H & R Block  called me to apologize for the money being removed from my account without my approval however there was no explanation as to how or why this happened.  Just apologies.  H & R Block still believes they are owed $75 for the completion of my taxes.  I agreed to this however I contacted the Revdex.com in order to pursue a refund.  H & R Block asked if I thought the fee still needed to be paid?  If this situation hadn't occurred, absolutely.  I had every intention of paying H & R Block prior to the date on the letter I received stating my card did not go through at the time the transaction was completed.  However, the money was removed on the same day I received the letter in the mail and this was most likely an attempt to cover up the fact that they attempted to start removing the funds 7 days before the letter was even drafted.  Now do I believe I still owe them $75 - absolutely not! Because of this situation, I had to take time to call my bank, contact the Revdex.com (all before Christmas) in order to try and resolve this and all H & R Block has to do is call and apologize? Whose doing more work here?Also, in preparing to do my taxes for 2015, I had to review my 2014 return - which is the return I had completed at this H & R Block office and  still believes I owe them $75.  While doing this, I found 2 forms from someone else's tax return in my file!  Yes.  I found another clients CONFIDENTIAL tax forms in my file! However, I'm sure H & R Block will find me responsible for coming across another person's tax return in my file and charge me for them being irresponsible once again. I mean honestly, you call and apologize but then ask when you will get your money? That takes loads of guts and selfishness to expect payment after something like that.  Because H & R Block thinks they still deserve payment lets me know they are not  sorry or remorseful for what happened.  I do not wish to close this complaint as H & R Block still wants payment for something they didn't even realize was missing for 9 months!  H & R Block may believe we came to a mutual agreement but it is far from that.  I don't believe I owe them anything!Thank You.
Regards,
[redacted]

Dear Revdex.com,   In response to Mrs. [redacted]’s rebuttal, the final letter of determination was sent out on 12/13/17. It may take 7-10 business days to receive the letter, and if Mrs. [redacted] does not receive the letter after 10 business days she should contact customer service at ###-###-####.    Natalie Sosa from the Emerald Card Fraud team has spoken to the cardholder, James, the husband. She provided her number to him for contact, and advised us that he would call back when he had time to talk more about this situation and he has not done that. A police report has not been faxed or emailed to us and that information was provided at the time she spoke to James on the phone as well.   Our review determines the rebuttal raises no new issues.  Therefore, we stand by our original response dated 12/13/2017 and refer your office back to that response. 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,H&R Block has reviewed Mrs. [redacted] ’s rebuttal to our prior response. This response contains H&R Block’s final position. In response to Mrs. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues with the service she was provided.  While we regret that she appears dissatisfied with her experience at H&R Block, we stand by our original response dated September 8, 2017 and we refer your office back to that response. We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial. 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 AnalystH&R Block

Dear Revdex.com, In further review of the concerns presented by Mrs. [redacted], our records reflect that this matter has been thoroughly investigated by our Emerald Card Department. Ms. [redacted] only had sufficient funds for $303.24 in her account on 2/24/2017. Two...

transactions were authorized that day, one for $145 ([redacted]) and another for $158.24 ([redacted]). This would have left Ms. [redacted] at a $0 Balance.  However, the transaction for $145 was to a Salon, and it appears she left a $37.00 tip, posting the transaction to the account for $182.00. Tips are not included in the authorization and can draw an account negative. This amount was valid and her account was written off to debt on 4/27/17.  Unfortunately, even if we waived the debt Ms. [redacted] would not be eligible for the Refund Advance because the underwriting is already done and cannot be reset. 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 AnalystH&R Block

Dear Revdex.com,In response to this matter, our investigation reflects that Mr. [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, please be advised it is the Franchisee’s...

belief that the fees in which Mr. [redacted] paid to have his tax returns prepared were charged appropriately for the services rendered  and therefore does not agree that a fee reimbursement is warranted in this case. Fees are based on the number and complexity of the forms used and for the service that is provided. Records reflect that in addition to rental property there were a total of 5 State returns prepared for Mr. [redacted]. It is our understanding that during the preparation of Mr. [redacted]’s tax returns the client was very vocal with how he believed his returns should be prepared as well as the fee he felt was appropriate all of which was addressed by the Franchisee at that time. Please note that Mr. [redacted]’s tax returns were prepared properly and according to tax code and although Mr. [redacted] expressed his overall discontent with the service, he and his wife chose to proceed with the filing of their tax return. At this time it does not appear penalties and/or interest has been accessed as it relates to the filing of Mr. [redacted]’s tax returns however, should this change we encourage Mr. [redacted] to contact the Franchisee directly. 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,In response to Mr. [redacted]' rebuttal, or review detemines the rebuttal raises no new issues. Therefore, we stand by our original response dated 6/9/2017 and refer your office back to that response.Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, Mrs. [redacted] has been contacted and a mutually acceptable resolution 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 AnalystH&R Block

In resolution to this matter, The District General Manager contacted Ms. [redacted] directly to address her concerns. We would also like to apologize for any confusion concerning this issue. We have also met Ms. [redacted]’s request to refund tax preparation fees. We assure you that we take the concerns...

of our clients seriously and make every effort to resolve matters thoroughly and fairly. 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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I forwarded the email to Mr. [redacted] containing the email confirming the assessment form from Ms. [redacted]. Without or without the assessment form, a review of my documents filed could have been done in the mean time. My complaint was filed on March 7th and the first response via Revdex.com was on April 5th. When I was unable to get a response from the franchise owner, I called H&R block and opened up a case regarding this issue. A case # was filed, but there was no follow-up on either end (H&R corporate or Franchise). The gentleman who opened up the case file didn't tell me that each H&R block was individually owned. This entire process has been unprofessional by corporate and franchise owner. I felt as though I was scammed when neither one of you responded to my concern with the assessment notice sent to me. This simple mistake makes me wonder if these employees are accredited with the right education background or necessary licenses. There was no need to wait for a copy of the assessment notice when you could have reviewed my taxes filed. Please see email below that was sent to Mr. [redacted] with the email confirming noticed received via email. Mr. [redacted] was also sent a copy of the notice. Hi Mr. [redacted],Please see email below from Ms. [redacted] confirming she received the assessment. In your response to the Revdex.com you claimed you were unable to find a copy of this assessment. I find it quite concerning that there seems to be a disconnect with organization and perhaps client confidentiality of personal information. Claiming you were unable to locate the assessment copy validates that I have made the right choice to have my accountant review my 2015 taxes filed by H&R block. [redacted] 
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.
   I received the check on 10-14-14
Regards,
[redacted] [redacted]
[redacted]