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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Hello,                I was contacted by H&R block on Thursday the 3rd around 3:30 pm, as it was not an ideal time to converse and I needed to obtain my 2015 K1 from my bank, we had set up a time to speak on Monday the 7th at 10 am.  Unfortunately she was ill this past Monday but she had her office call to inform me of that and when she is back in the office we could continue resolving my complaint issues. I look forward to finishing our discussion and putting most if not all issues to rest. I had thought that I had spoken to a Coleen, but the message received from the business says I was contacted by Anacani M[redacted], perhaps I am just mistaken.  Also it is very important to note that I have had a case open with H&R's digital dept regarding my inability to verify my identity and gain access to my tax records for the past 2 years as promised by H&R block when filing my taxes, case id# [redacted]. This resulted in my being charged to to gain a copy of my 2015 taxes. These records are needed to provide my bank with specific information about how my trust possibly made a stock trade resulting in an $819 tax increase this year. This is not supposed to occur with the way this trust is set up. So having to deal with physical records has complicated and lengthened this process. The digital department never responded to my case nor have they given an eta. H&R Block's digital department has not delivered on their company's promise to provide access to ones tax records free for the past 2 years, and even after filing a case there department has not provided any response. 
Regards,
[redacted]

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

[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]

[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 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

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

Dear Revdex.com,In response to this matter, our investigation reflects that Ms. [redacted]'s complaint is against a franchise office which has the responsibility to resolve this matter directly with your office and directly with our client. Records reflect that a claim was entered...

on Ms. [redacted]'s behalf under H&R Block's Peace of Mind® Extended Service Plan. The claim was approved and a check has been mailed to the address on record. As a result we consider this matter resolved. 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 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, 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

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 resolution of this matter, Ms. [redacted]'s request for a refund is being granted for the amount of $330.25 as requested in this complaint.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 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,Jennifer S[redacted]Associate Business AnalystH&R Block

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]

[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:Dear Revdex.com,Regarding the complaint referenced above made to the business that follows. I want to inform you that I HAVE NOT accepted any arrangements as non was offered by the business . All I did was accept the letter that they wrote in which they provided an 800 number . To this extent I wish to inform you that I dialed such number and I was able to obtain an email which I have attempted in 3 ocassion since yesterday without a response . Following is copy of such email .All this I tell you because I am afraid that I have made a mistake .Sincerely ,[redacted] e: [redacted]>Enviado: jueves, 26 de octubre de 2017 03:15 p. m.Para: [redacted]Asunto: COMPLAINT I recently put a complaint with the Revdex.com and received a response to call you and later to email you The complait has to do with your taxes webpage . This is in response to letter Ms.  Destiny C[redacted] wrote . sincerely , [redacted] 
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, records reflect that our district office contacted **. [redacted] directly and reached a mutually acceptable resolution. 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. Sincerely, Quintina M[redacted]Associate Busness 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:
The former poster in the [redacted] office window AND the H&R Block commercial (which is still viewable on [redacted]) DO NOT state that you are required to mention the promotion prior to making the appointment.  The below statement is pasted from the H&R Block commercial on [redacted].  Nothing in the offer indicates otherwise.   My husband and I met all of their requirements, and we are entitled to our refund.  Plus, I would like to offer a correction to the Analyst statement.  The H&R Block in [redacted] did NOT reach out to me.  I was the one who contacted their office.  Plus, one of their employees said over the phone "I'm surprised [redacted] didn't offer you the promotion".   Then she left a message for the other woman to call me back.  So even one of their employees knows there is no requirement to make the appointment with the promotion.   Published on Mar 1, 2015If you filed with someone else last year, you can file your tax return with H&R Block this year for HALF what you paid them. Switch to Block, get 50% off. Hurry, offer.
Revdex.com, please pursue H&R Block for the principle of sheer "honesty". You can't run a business based on deceit.
Regards,
[redacted]

Dear Revdex.com, In response to Mr. [redacted]’s complaint, we did some research which showed we had two different email addresses for him. We have now updated his email. We have reached out to [redacted] as well, which resent a gift card to Mr. [redacted]. 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. Sincerely, Natalie M[redacted] Associate Business Analyst H & 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: I was reading through the documents prepared by H&R Block that I signed with my taxes this year. I did find the contract associated with my issue at hand. I did sign a contract stating that if H&R Block couldn't do the job correctly I would still owe them. I will pay the debt in due time because I'm tired of fighting with a company that doesn't care about anything but profit. I have been fighting to come to some sort of agreement as to why the service I acquired was so bad and never did get a good answer as to why. I will not continue to do business with H&R Block and I will discourage everyone I can reach from doing the same. The customer service with this company is beyond awful. The fact that still to this day I have not been in contact in any fashion with a manager from this company is disgusting. That is not from my lack of trying. H&R Block has no employee directory to locate a manager and their contracted call center is unable to locate managers from H&R Block. I'm appalled that a company that has access to so much personal information from their customers treat them this way.  You will find my reviews similar to what I've said here.
Regards,
[redacted]

Dear Revdex.com, In response to this complaint, The District Manager has contacted Ms. [redacted] directly to address her concerns. H&R Block would like to apologize to Ms. [redacted] for any confusion or misunderstanding of our tax preparation service. Additionally,...

the District Manager and Ms. [redacted] have come to a mutual resolve. 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

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.  It is our belief that we have done so in this case by amending Mrs. [redacted]’s 2013 tax return to reflect the appropriate...

information, reimbursed all interest and penalties assessed, pursuant to our H&R Block Guarantee which is complimentary with every return we prepare. In an effort to further make amends, and as a gesture of good faith for any inconvenience, we refunded the full tax preparation fees that Mrs. [redacted] paid.If a mistake is made on a tax return, the mistake does not “cause” additional taxes to be owed to a tax authority.  This amount is owed regardless of whether the tax liability was correctly calculated or not and it cannot properly be claimed as “damages.”  Nor can it be said that H&R Block “caused” the taxes to be owed.  Rather, such determination is a function of tax law and not of anything done, or caused, by H&R Block. In Mrs. [redacted]’s situation, with her originally filed tax return, she received a larger refund than she was entitled to receive.  The amended return reflects the excess amount that was received but must returned to the IRS. 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 Mrs. [redacted] did not elect this added level of protection, she 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. We sincerely regret Mrs. [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, [redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s refund has been approved for the full amount requested in his complaint. The check will be senet out on Tuesday, May 31, 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 AnalystH&R Block