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

Dear Revdex.com,In response to this rebuttal, our review determines that UPS package containing the refund check, tracking number [redacted], was delivered to [redacted] on Tuesday,  06/14/2016 at 9:22 A.M.We trust that this response will allow your office to close this case. However, should you have additional questions or desire to discuss this further, please do not hesitate to contact me. Sincerely,[redacted]Associate Business AnalystH&R Block

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,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

[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:
It is in accurate and lie. I was mever contacted and had to chase down information and answers on several occasions. Also the rudeness and vulgar language alpng with the responses I got arent even addressed. Between the way we were treated and the whole situation was very awful and will accept nothing less than a full refund. It was and is very unfair for a client of so many years of a company, to be treated so horrible and unfair when we are new to the area and had just switched offices keeping our loyalty to the franchise still. Only to be humiliated, spoke to in a demeaning manner and all around rudeness and very discriminating way.Regards,[redacted]

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

Dear Revdex.com,In resolution to this matter, records reflect that Ms. [redacted] was contacted and a mutually acceptable resolution has been reached. 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 maters thoroughly and fairly. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, the District Manager, [redacted], worked with Mr. and Mrs. [redacted] over a several day period, from April 12th to April 15th, 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

[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]

[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 resolution to this matter, our review reflects that the [redacted]’s utilized H&R Block’s Do-It-Yourself online product and chose the Best of Both product level. This product allows the user to enter all data for their return, completing the entries with the tax...

reporting documents they have at hand. After “completing” their return, Best of Both clients receive a message letting them know their tax return was received and to whom it was assigned. Clients and tax professionals communicate via a secured email system and they also can talk on the phone if they choose.  Additionally, any documents sent to the tax professional for review for accuracy of entry by the user are also stored as a means of confirming what information was submitted to the tax professional for review. As it relates to this matter, records reflect that although the Best of Both product was chosen, the return was never submitted for review by the user. Thus, a tax professional was never assigned to review the return. Rather, the return was completed and filed by the user of the program solely. H&R Block is not at liberty to reimburse for any missing or incorrect information on the return.  We trust that this response will allow your office to close this file. However, should have any questions or desire to discuss further, please do not hesitate to contact me. Sincerely, Michelle B[redacted] Associate Business Analyst H&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

[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]

They never addressed why the website did not let anyone know ahead of time that the forms weren't ready.  [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]

[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: 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,In response to the Revdex.com complaint, we recently tried to contact Mr. [redacted] but were unsuccessful. An email was sent to Mr. [redacted] advising him to contact our Digital Tier 3 support at ###-###-####. If Mr. [redacted] should contact us via this information, we will be happy to further assist him and address any concerns he might have. Otherwise, we are unable to further investigate this matter. We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his 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:
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: Thank you for bringing Mr. [redacted]’s complaint to our attention. Our investigation reflects that Mr. [redacted]'s complaint is against and independently owed and operated 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, records reflect that we have been working closely with Mr. [redacted] since late January to both prepare his tax return and help him apply to the IRS for an Individual Tax Identification Number.  Mr. [redacted]’s tax return was started on January 26 and completed on February 11.  It did take multiple visits for the return to be finished, which is not unusual.  Nevertheless, it was completed accurately and Mr. [redacted] received a more than 50% discount on the price of the return because his return qualified for a limited, special promotion we were running at the time. In addition to preparing the tax return, we helped Mr. [redacted] apply to the IRS for an Individual Tax Identification Number (ITIN).  In helping him complete the necessary forms we also prepared a form certifying the authenticity of the personal identification documents presented to us in connection with the application.  We charged an additional $15 for the service of authenticating the personal identification documents.  Unfortunately, we subsequently learned from the IRS that our permission from the IRS to authenticate personal identification documents in connection with an ITIN application had temporarily lapsed and instead clients who applied for an ITIN had to visit the nearest IRS office to have that done directly by an IRS agent.  We notified Mr. [redacted] of this and met with him to prepare the documents again so that he could personally take them to the nearest IRS office.  We apologized for the inconvenience and issued him a $15 refund since we were not able to provide the service for which we charged that amount.  Once Mr. [redacted] receives his ITIN from the IRS we stand prepared to continue to work with him and enter it into the original tax return to facilitate completion of the tax return preparation process.  We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. We trust that this response will allow your office to close this file. However, should you have additional concerns 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:
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, H&R Block disagrees with Mr. [redacted]'s statement "H&R Block is holding up my refund and I just want them to resolve this Because  i am tired on waiting on them to file my tax returns." Mr. [redacted] utilized our online At Home software, which he prepared and filed himself. I informed Mr. [redacted] during our conversation on Monday, July 20, 2015 that the IRS rejected his return because the Adjusted Gross Income and/or PIN that he entered as his electronic signature did not match what the IRS has on record. I further instructed Mr. [redacted] that H&R Block does not have a filing history on record for him for 2013, which is where the AGI and/or PIN number would come from. I also advised Mr. [redacted] that he is able to print and mail the return to the IRS and State if he does not know what the AGI or PIN should be. Additionally, Mr. [redacted] was supplied with my contact information should he have further questions regarding the printing process. Should Mr. [redacted] wish to speak to our Digital Support group for any assistance with the DIY product, he can reach them at ###-###-#### Monday through Friday from 9am to 5pm CST. We trust this response will allow your office to close you 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