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

[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 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

[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!

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

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 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

[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,   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,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 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 am rejecting this response because: They keep referring to a peace of mind insurance that I was told not to waste my money on that by  Mr [redacted]  at H& R Block,His exact words were " Any body can file a 1040 ez .He went on to say " I should stick the Pest control business and let him stick to doing taxes "   I also did not accept the check that was sent without any explanation or phone call..This company basically feels if they ignore calls to customer service that you will go away ,  This was my 1st time using H&R Block ,When I received the letter from the IRS in October 2015 I contacted H&R Block and one of their own employees  reviewed and amended  the returns and said they were totally wrong .My wife received a disability   check each month and when I used turbo tax I had always claimed it as income ,,Mr [redacted] said it was not taxable and removed it ,,When Mrs Whitlock  looked at taxes she said " Oh that is taxable income "    They provided a fraudulent service ,,and yes they do  thousands if not millions of returns each year ,,But they totally messed mine up and will not admit it ,,Their own agent admitted it ,,but corporate just wants me to go quietly away ..I have been wronged I will not accept being RIPPED off ,I would never do this to one of my customers ,nor would I allow one of our employees to do so. 
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: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]

[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 entire point of this complaint is that the H&R block "professional" that completed my taxes, completed the taxes incorrectly and are lying that I provided information or an amount for estimated taxes.  I live overseas and completed all transaction via email and or uploading documents to the website.  I would like H&R block to provide any documents to prove that I paid estimated taxes.    In addition to the false information submitted by H&R block reference estimate taxes, they also did not carry forward loses from my 2013 return, which I actually did provide.  I've had to expend money and time to consult a real financial professional to determine the mistakes.  I was notified of the additional error after submitting the original dispute.  Since H&R block does nothing more than use Turbo Tax to fill in lines in an inaccurate manner, then they should refund the fee for preparation and reimburse me for the IRS penalty.  Moreover, the H&R block office in [redacted] refuses to respond to any of my inquires.   
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:
First, let me begin by there are no misunderstandings or confusion on my tax preparation, but there is gross negligence.  We had been doing business and using the same preparer, [redacted], for over 10 years without incident, so we
did not see the need to buy the Piece of Mind Guarantee for the extra fee after building a solid trust foundation. 
During 2013, I was going through a divorce and buying a house.  Three different Tax preparers touched our taxes that year.  The first appointment, my ex-husband was missing a couple of forms, which he gathered for our next appointment. 
The second appointment, I went in by myself to see if it was beneficial for me to file separately that year from my ex, which if I had I would have received a refund.  The third appointment, we went back together with all our documentation and sat with a newer
associate in the office, as our normal preparer was overbooked.  While sitting with the newer associate, she had to keep interrupting our normal preparer to ask her questions and how to input certain forms.  We pay to get our taxes done for the expertise of
the tax preparer since we are not current on all the tax laws and changes from year to year. 
One error that was made is that the preparer claimed my PMI on a FHA mortgage which the IRS states in their reply to our supporting documentation, that I am not eligible to claim because my Adjusted Gross Income for that year was above
the threshold of $109,000.  The other error that was made, was additional monies were keyed in to the Schedule A Line 10 which is for Home Mortgage Interest in the amount of $28,692.  The paperwork we provided does not add up to that amount in any way possible.
As for declining H&R Block to refund my fees and pay the penalties and interest,
AT NO TIME have I ‘respectfully declined the offer’ as stated in their email response to you.  I was only contacted by [redacted] on Wednesday, April 6th in the afternoon via message on my answering machine, which I received
when I returned home that evening.  I was unable to call her back that evening.  I received your email containing H&R Block’s response on the afternoon of Thursday, April 7th stating that I had declined the offer when I hadn’t talked with anyone
from the office.
Timeline of events are as follows:
9/11/2015 - Received notice from IRS in the mail.
9/12/2015 – Called H&R Block Customer Service Number to be connected with Tax Preparer to discuss the notice.  [redacted] office is seasonal and was not manned on that day.  Spoke with Elizabeth Jones in the Bellingham office and she stated that there wasn’t much she could do for since I did not buy the Piece of Mind Guarantee.
9/16/2015 – Left Message for [redacted] with [redacted] in the [redacted] office. 
9/16/2015 – Spoke with [redacted] in the afternoon and set up appointment to meet with her in the [redacted] office on 9/17 .
9/17/2015 – Meet with [redacted] and my ex, [redacted] in the [redacted] office to discuss the notice and to look at the tax return.  Discovered OCWEN had many different forms and only reported a few of them.  [redacted] was to  research with [redacted].  Found that there was an entry error in the worksheet for the Schedule A.
10/8/2015 – Spoke with IRS and was granted an extension to return paperwork.
Early December – Received Notice of Deficiency from IRS.
2/24/2016 – Filed petition to Tax Court with supporting documentation from Mortgage company with missing PMI payment for Drew Mortgage Assoc.
3/24/2016 – Received decision from IRS that I am unable to claim PMI due to AGI level.
3/24/2016 – Opened complaint with Revdex.com.
3/29/2016 – Complaint sent to H&R Block from Revdex.com
4/7/2016 – Received email back from Revdex.com with H&R Block’s response to Complaint.
4/8/2016 – Spoke with [redacted] at H&R Block as to how to proceed and would like to have District Manager to review Return with [redacted] and myself to see errors by H&R Block.  [redacted] said she would send an email to  him today.  Waiting on response.
In closing, I would like to have this resolved with H&R Block paying  the IRS what is owed  in the amount of $4596 which includes the previous erroneous return that we received due to their errors and any additional taxes or penalties associated
with our return.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: So far H&R Block has only approved a refund from their business of $100.  My fee to them for tax preparation for 2013 was in excess of $500.  How can they claim that they are reimbursing me my preparation fee when they actually are not refunding me what I paid?  I have had 8 months of misleading answers and ZERO accountability from them for their mistake.  Yes I get to wait another 2-3 months to get money back from the State that should never have been paid in if they had not compounded their original mistake with a second mistake!!  I paid for the Peace of Mind guarantee and all that seemed to guarantee me is a run around by H&R Block.  If they are stating they are refunding me my processing fee for that year then do it, but make it the amount I actually paid!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 becauseI was never given the option below to validate the debt owed. There is nothing on [redacted]'s credit report stating there is a debt owed. I will also contact the attorney general in regards to the debt collection  practices of H&R Block.With respect to any debt that I owe, before forwarding payment for the debt, H&R Block will provide me with written notice of the amount of the debt and the right to notify BofI that I dispute the debt, or any part of it, for 30 days after I receive the notice. If I dispute the debt, BofI will not forward payment during this 30- day period, unless and until BofI obtains verification of the debt and mails a copy to me. 
Regards,
[redacted]

Dear Revdex.com,In response to Mr. [redacted]'s request, we are unable to provide the documentation he has requested via email but will instead mail it to the address on record. We hope this information will allow Mr. [redacted] to address matters with his bank directly but in the...

event there are questions concerning the documents which we are providing, we recommend Mr. [redacted] contact our office directly at ###-###-####; Monday - Friday between the hours of 8:00 am - 6:00 pm CST. 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:when a company that was paid to prepare taxes, makes errors, on said returns, three years in a row, and still never detected a problem, or did anying to correct it until we placed numerous calls, complaints and more, and takes no responsibility for the ripple effect, we will not let this drop or close this case. I think the general public needs to know how unwilling the company is to stand behind their work, and the landslide of errors they made doing he one job eye were hired to do, our taxes. I will also re mention that there were errors in getting our reimbursement, checks never, sent, gen sent to wrong people, then made out to the wrong people!!!It should be noted we will also be filing a complaint with The Office of Directors, IRS,  due to the negligence, and if need be we will also file complaints against the individual tax preparers, 3 of them in total, that botched our returns, so grandly. Just because a major company thinks they can get away will this negligence doesn't mean they should, we will not stand down, until funds are refunded for 2015, in addition to all the hours that we missed from wrk dealing with all this. 
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.
Regards,
[redacted] [redacted]