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

Dear Revdex.com,In response to this matter, our investigation has determined that Ms. [redacted]'s complaint is against an independently owned and operated franchise office, which has the responsibility to resolve matters directly with your office and with the client.H&R Block prepares...

millions of tax returns each year, and if we do make an error, we are committed to making the situation right. It is H&R Block Franchisee, [redacted]'s belief that he has done so in this case by having his office associate [redacted] ask the client to provide the [redacted] State tax assessment letter. Mr. [redacted] will need his office to have the opportunity to review the letter in order to assist the Ms. [redacted].At this time, it is our understanding that Ms. [redacted] only wishes to handle all correspondence through the Revdex.com complaint forum.  Mr. [redacted]'s office has reached out to ask that she provide a copy of the letter, which Ms. [redacted] has declined to do. We have also had corporate associate [redacted]. reach out to Ms. [redacted]. He has left voicemails as well as reached out to office leadership for assistance and we have not received follow up from Ms. [redacted]. If Ms. [redacted] should contact Mr. [redacted]'s office, we will be happy to further assist her and address any concerns she might have. Otherwise, we are unable to further investigate this matter.We ask that the Bureau note our above-referenced efforts to contact Ms. [redacted] to discuss her complaint.Sincerely,Jennifer S[redacted]Associate Business AnalystH&R Block

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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Resolved??? The irs took over $4300 for this audit. The check H&R sent me was around $3850... I was told I would be reimbursed the full audit amount and also for the fees I paid for H&R to do my taxes that year. No explanation of how H&R came up with this number to consider this matter resolved.

Dear Revdex.com,In response to the rebuttal, we have contacted Mr. [redacted] directly and this issue is now resolved. 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

[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 was not sent a check with the full amount on Nov. 12th.  That is a lie.I was sent a check for a different matter, not the one I have filed this issue with.
Regards,
[redacted]

Dear Revdex.com: While we regret any confusions or misunderstandings of our tax preparation services that Ms. [redacted] may have, our review of this matter reflects that the IRS Notice which Ms. [redacted] received was due to missing income that was not reported on her 2012...

return. Additionally, records reflect that Mr. [redacted]'s IRS Notice was dated 4/14/14. It was 3/19/15 when Ms. [redacted] contacted her local H&R Block office concerning the notice. Per the terms and conditions of H&R Block’s Peace of Mind contract which states in part: “Before such payment, you must: (a) notify Block of any government notice regarding such taxes within 60 days from the date of such notice (b) promptly provide Block with copies of such notices and other documents relating to or substantiating such additional taxes.  Records further reflect that Ms. [redacted] did not provide this information at the time of the tax interview. The client’s Peace of Mind claim was denied due to the following reasons: HRB not notified within 60 days, and information not available at the time of preparation.  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,H&R Block has reviewed Mr. [redacted]'s rebuttal to our prior response. This response contains H&R Block's final position. In response to Mr. [redacted]'s rebuttal, the Franchise Mr. [redacted]., has refunded the the fee paid for the service. The check was mailed on April 14, 2015. While we regret Mr. [redacted]'*s dissatisfaction with his experience at H&R Block, it is the Franchisee's belief that [redacted] handled the situation appropriately. However, if Mr. [redacted] has any further questions or concerns regarding this situation he may contact his local H&R Block office directly.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 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, H&R Block prepares millions of tax returns each year, and if we do make an error, we are committed to making the situation right. Under our Peace of Mind® Extended Service Plan, clients are reimbursed a limited amount of their tax underpayment owed to a tax...

authority, if we make a mistake on a tax return, subject to certain other terms and conditions.  Because Mr. [redacted] did not elect this added level of protection, he is entitled to reimbursement of interest and penalties, but H&R Block is not liable for any additional taxes assessed to our client by the IRS or other tax authority. To date, Mr. [redacted] has not supplied any notices to H&R Block. However, once Mr. [redacted] receives the notices(s), we remain committed to paying the penalties and interest assessed.  In an effort to further make amends, and as a gesture of good faith for any inconvenience, Mr. [redacted]’s  tax preparation fees have been refunded. The check will be sent on Monday, September 25, 2017. We sincerely regret Mr. [redacted]’s experience and 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 B[redacted] Associate Business Analyst H&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]

Dear Revdex.com,In response to Mr. [redacted]’s rebuttal we have agreed to issue the client a refund of $200.00 as requested.  We have also confirmed that Mr. [redacted] has met with the tax office at this time and returns have been completed and provided to the client to sign and mail at no additional cost.  As a result, we consider this matter resolved.We respectfully ask the Revdex.com to close this case. If you should have any questions, 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]

Dear Revdex.com,In response to Ms. [redacted]’s rebuttal, records reflect that in accordance with the terms and conditions of the Peace of Mind® Extended Service Plan warranty (“Warranty”) the Warranty has been fulfilled and a full payout was granted to Ms. [redacted] in addition to penalties and interest. We refer our client to the Terms and Conditions of the Warranty which states in part: If you owe additional taxes as a result of an error in tax preparation and the error is discovered by you, your representative or a tax authority, during the period of three years from the filing deadlines for such returns, not including extensions, Block will pay you for such taxes up to a cumulative total of $5,500 for all such returns……In some cases, the correction of a specific error will involve changes on multiple returns, including state or local tax returns, which may result in an overpayment on one return and a balance due on another. In such cases, the overpayment and balance due may be netted in determining the amount Block will pay for additional taxes owed as a result of correction of the error. Block assumes no responsibility for payment of additional taxes to a tax authority. You are responsible for providing payment of additional taxes to the tax authority.It is our belief that Ms. [redacted] has been made whole in this case and that there is no further due diligence on our part in fulfilling the Warranty. 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]'s rebuttal, further review determines that the rebuttal raises no new issues. Therefore, we stand by our original response dated 12/02/2014 and refer your office back to that response. Additionally, please note that it is our understanding the original return prepared by the franchised office had been e-filed but due to an issue with the client’s ITIN (Individual Taxpayer Identification Number) caused the return reject. Upon discovery, the original tax return was printed and provided to the client to be mailed to the IRS as it could not be e-filed a second time. We encourage Mr. [redacted] to contact the franchised owner of this location with any further questions and our concerns he might have as it is the Franchisees belief that the return was prepared correctly and the reimbursement of fees are not warranted. Sincerely,[redacted]Associate Business AnalystH&RBlock

Dear Revdex.com, In resolution of this matter, H&R Block is currently in the process of assisting Mrs. [redacted]. We will continue to correspond with Mrs. [redacted] in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve...

Mrs. [redacted]' complaint. 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:
This is still in process and H & R Block is still working on the claim.
Regards,
[redacted]

Dear Revdex.com,In response to this complaint, records reflect that our
district manager has engaged in several extensive conversations with Mr.
[redacted] concerning this complaint. Mr. [redacted]’s tax return was prepared, e- filed but then rejected
by the IRS with an alert that his...

identity was being used by someone else. Mr.
[redacted] returned to his local H&R Block office and a paper return was
provided for him to mail in.We later learned that the tax return was never mailed to the IRS
and that Mr. [redacted] contacted a CPA who also prepared a tax return on his
behalf. Mr. [redacted] filed a complaint with his local H&R Block office alleging
that his tax return had been prepared incorrectly and demanded a tax
preparation fee reimbursement.  We
advised Mr. [redacted] that we would be unable to return any fees until we had an
opportunity to review his paperwork in person, at the tax office with a tax
professional. Please note that H&R Block has made repeated request for Mr.
[redacted] to return to the office with his paperwork so we could review his tax return
and correct any errors if necessary however, Mr. [redacted] declined. Mr.
[redacted] became combative and insisted that if we did not return his fees he
would continue to file additional complaints.  It is Mr. [redacted]’s belief that tax preparation fees should
be reimbursed because he never filed our tax return. It is our belief that a
service was provided and we would have taken any necessary steps to correct the
return and possibly refund fees, if given the opportunity.  We also believe that our requests are reasonable
and that we prepared the tax return correct with the information provided during
the tax interview.Should Mr. [redacted] remain interested in setting an appointment
with the office to further review the tax return, we ask that he contact the district
manager directly.  Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com: In response to this matter, our investigation reflects 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, in response to this complaint, the...

Franchisee Associate and my office are currently working together to reach a mutual resolution with Mr. [redacted]. We ask that the Bureau note our efforts to resolve this matter. 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

Dear Revdex.com,In response to this matter, H&R Block is currently in the process of assisting Ms. [redacted]. 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

[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: It does not include a "resolution." Though H&R Block has contacted me and left a phone message, when I have tried to return their call, I've been on hold over 40 minutes before giving up. It seems we are having a difficult time discussing this matter.
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s tax preparation fee has been approved for a refund, as requested in his complaint.  The check was sent out on Saturday, April 2nd, 2016.Additionally, H&R Block prepared an amended return at no charge and the...

return was submitted to the IRS on April 2, 2016. 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 Analyst H&R Block