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

[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 although this resolution is NOT satisfactory to me, I don't feel anything else will be done about it. Even after Ms. [redacted] called me concerning the complaint she informed me that she was only repeating what they were told in training.  She admitted she gave incorrect/misleading info to me and that they have corrected the info that they are giving people going forward.  Although she did say they don't have the certain criteria for approval, they were told it was NO CREDIT CHECK!  For HR Block to give me $100 in "[redacted] faith" means nothing, they should have given me all my money back or at least half for falsifying  information, misleading customers and just out right lying. I am accepting the response because I am over it but I will NEVER use HR Block for anything and I will inform as many people as I can to BEWARE because HR Block is a SCAM out to get your money!
Regards,
[redacted]

Dear Revdex.com,In resolution to this complaint, records reflect that our district office has addressed matters with Mr. [redacted] directly. The claim for penalties and interest has been approved and will be sent via UPS Next Day Delivery for Monday November 23, 2015. Additionally, we have...

refunded tax preparation fees as a client service gesture and our records show that a check was mailed to the aor via USPS on November 19, 2015. The client should allow atleast 7 to 10 days for postal service delivery. 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
hesi[redacted] 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: I do not agree that the proper steps were taken to file the tax return for 2014.  The tax preparer was made aware of the property being sold prior to filing the 2014 taxes. Due to her lack of knowledge she was unaware that any further steps needed to be taken.  As for the $50 partial refund that was sent and cashed, I was unaware that the refund was from H&R Block. I live in [redacted] and the check was sent from [redacted], ** with no H&R Block logo or wording stating where it was from or what it was for. 
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 response to this matter, our research shows that Mr. [redacted] used an H&R Block digital product to complete his return on his own. We show that the client manually entered his account number incorrectly leaving off a "0" as well as a "7" when entering his direct...

deposit information into the program. When the direct deposit was not able to be completed, our bank issued a paper check and mailed it to the address listed on the client's tax return. Mr. [redacted] has in formed H&R Block that the address on his return is no longer valid.At this time our banking department has received the required form completed by Mr. [redacted] to have the direct deposit resent to the correct account once the check issued expires (which is 90 days or approximately June 10th).As a courtesy for the delay in receiving his refund we have issued Mr. [redacted] a refund of the product fees and a check has been mailed for this to the updated address that Mr. [redacted] has provided.As a result, we consider this matter resolved. We assure you that we take concerns of our clients seriously and make every effort to resolve matter thoroughly and fairly.We respectfully request 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

Dear Revdex.com,In resolution of this matter, the Regional Director spoke to Ms. [redacted] on May 27, 2015. 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

[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. On June 14th I declined the resolution from H&R Block because they indicated to you that a check was sent on June 3rd. After 10 days and no check I didn't think it was sent. The check did arrive on June 15th via UPS Next Day Air. I found the timing very interesting to say the least. At this point I accept the resolution offered and will no longer conduct business or refer anyone to H&R Block for any service they offer. I appreciate Revdex.com and the assistance provided to resolve the claim.
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]

[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 would like to know why the conmunication was SO poor. Even in the emails, the reps clearly didn't know the status of the account and continuously blamed me for missing appointments even though that did not happen and I had email proof that it was H&R Block that clearly did not keep their appointments with me. Also, you keep saying information was sent to me that was actually not, as per emails from H&R Block! Also, even your explainationwas not accurate. The 1099 income was NOT missed by the rep it was filed incorrectly, by no fault of mine, as I clearly provided the info. Please explain why there was either no communication (multiple unanswered emails and phone calls). I need to know all information because the complaint is pending IRS review of the amended taxes. I need to be sure that if I get even more letters from the IRS, I can answer them because when the IRS sent the last TWO letters, no one from H&R Block answered me or the IRS.
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]
until I have received the check in the full refund amount of $180.00 that was agreed upon by myself and H&R Block. I was told it would be a few weeks until I received the full refund. 
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.]
We were told not to pay back the remaining 2014 tax preparation fees because they would be reimbursed anyways.  This was told to my husband and I by the Ladysmith, WI manager over a year ago.  Now we are only getting reimbursed for the 2015 taxes and none of the preparation fees which were promised for the 2014 & 2015 taxes which were included in the Peace of Mind contract that was signed for.  Do to aggravation and going through over 7 different representatives & managers I’m not going through any more stress.  Please don’t go through this company they go against legal contracts and promises. 
I’ve Definitely Learned Who Not To Go To!
[redacted]

Dear Revdex.com,In response to the Revdex.com complaint, we recently tried to contact [redacted] but were unsuccessful. A letter was forwarded to [redacted]'s mailing address advising to contact our office toll free ###-###-####. If [redacted] should contact us via...

this information, we will be happy to further assist him and address any concerns. Otherwise, we are unable to further investigate this matter.We ask that the Bureau note our above-referenced efforts to contact [redacted] to discuss this complaint.Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com: In response to this matter, our Online Support Team has attempted to address Mrs. [redacted]’s concerns. On May 4, 2015 2 letters were sent over night via UPS mail to explain H&R Block’s position on this matter. Below is information pertaining...

to why a Calculation Claim would be approved. However, the approval of a claim would only resort in H&R Block paying penalties and interest;1. The penalty or interest must not be due to an incorrect entry of data by you or any third party (including through any automated tax data import feature). The penalty or interest must not be due to your failure to follow instructions in the Tax Program, your failure to correct and resolve errors identified by the Tax Program, a claim for an improper or unsupportable deduction, a failure to report income, your failure to provide all necessary information to Block, or any other reason outside the control of Block.2.      You notified Block at Attn: H&R Block Calculations Guarantee Claims, H&R Block Digital Tax Solutions, P.O. Box 10435, Kansas City, MO 64171-0435 within 30 days after you learned of the mistake or received a notice from any tax authority regarding your tax return. In addition, you sent Block complete documentation of the penalty and interest including all correspondence to and from each tax authority, a copy of your tax returns as filed with each tax authority, proof that you paid the penalty and/or interest, and any other relevant information Block reasonably requests.3.      You took any action reasonably requested by Block, including filing an amended tax return if necessary, to limit any further penalties and interest from accruing.4.      The penalty and interest was for a return filed before April 15, 2015, or if the filing date is properly extended, before August 15, 2015. However, if you filed your return late, Block will not pay interest from April 15, 2015 to the date you actually file your return.5.      The penalty or interest pertains only to your individual tax return and not a business return.6.      You have complied with all terms and conditions of this Agreement, including the license restrictions and you have not intentionally provided any false information in connection with your account registration or tax return.7.      You paid the applicable fee, if any, to Block for license of the Tax Program(s) and any applicable Supplemental Services at the time of the initial filing or printing of your tax return.8.      The penalty or interest must not be based upon incorrect advice you receive from Block that you knew was incorrect at the time you filed your return. 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

[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]
I have been unable to complete my taxes because I was informed that because the intial forms were reject that I could not efile again and because of that I have to do that I will have to pay the full amount for the cost of filling out of my own pocket and not out of my refund. I do not make a lot of money and to have to come up with that really hurts 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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:My name is [redacted] and I am contacting you about the complaint below. HR Block promised to cover penalties and fees for both state and Federal as well as 3 years of free tax software. The gentleman that was working with me never sent me his contact information and never reached out like he said he would after having the tax paperwork completed by the local office. He was supposed to contact me to find out what the fees were and the penalties that way we could resolve this issue completely. I see now that you have closed the issue as resolved, when in fact it has not been resolved. They have not reached back out as explained above and have instead wiped their hands clean of the case. I wish to have them contact me again so that I can get those fees and penalties covered as well as the information for my three free years of tax software. 
Regards,
[redacted]

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 the Bureau to note our current efforts to resolve Ms. [redacted]'s...

complaint. Sincerely,Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In review of our client’s rebuttal to our prior response, we refute Mrs. [redacted] statement: “Again H&R BLOCK HAS NOT COMMUNICATED WITH US IN ANY WAY WHATSOEVER”. We hope this last and final response provides further clarity of H&R Block’s position. Our district representative contacted Mr. [redacted] on September 2nd to follow up on the Revdex.com complaint as well as address any additional concerns our clients may have had as it relates to this matter. It is our understanding during that conversation Mr. [redacted] was reminded of the additional coverage and benefits offered under H&R Block’s Peace of Mind Extended Service Plan (POM) which our client’s elected on their 2015 tax return. Also during this call Mr. and Mrs. [redacted] requested assurance that H&R Block would stand behind our work should something come up later concerning their 2014 tax return. Our research has determined that Mr. and Mrs. [redacted] declined POM on their 2014 tax return and as such, the level of coverage on the 2014 return will differ than that of their 2015 return. However, H&R Block offers several other guarantees that are automatically included with every tax return we prepare and as it relates to coverage on the 2014 tax return, our Standard Guarantee would apply. Our clients can be assured that if H&R Block makes an error on your return, we’ll pay resulting penalties and interest. If you are audited, we’ll explain your IRS tax audit notice and the documentation you should provide to the auditor. We encourage Mr. and Mrs. [redacted] to notify the tax office immediately with any correspondence they may receive as a result of the preparation of either tax returns filed by H&R Block. We will assess the situation at that time and determine next steps. Sincerely, [redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In resolution to this matter, the district office contacted Mr. [redacted] directly 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, 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 this complaint, we regret any confusion or misunderstanding that Ms. [redacted] may have as it relates to this matter. However our records show that Ms. [redacted] did not purchase H&R Block’s Peace of Mind® Extended Service Plan and therefore the Warranty does...

not apply in this case. 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 Ms. [redacted] case by reimbursing interest and penalties that was assessed for both State and Federal 2010 tax returns.Our records reflect that Ms. [redacted] has received a total of three checks. Tax preparation fees were paid on 1/27/2010. Penalties and Interest assessed on the Federal return was paid on 1/27/2010. Interest assessed on the [redacted] State return was paid on 12/12/12. Records show that on several different occasions we requested the original tax notice from Ms. [redacted] in which she failed to provide. The claim was eventually closed until the requested documents and/or information was received. The alternative to not having the document was that we contact the Baltimore [redacted] Controller’s Office directly on Ms. [redacted] behalf to verify the assessed amount. It was then we were able to obtain the correct amount of interest only that was due from the tax payer’s original tax notice as there had been no penalties assessed at that time. Please be advised that penalty and interest is paid from the initial date of discovery. 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. 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. 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

Dear Revdex.com,In response to this matter, I contacted directly with Mrs. [redacted]. We sincerely regret and apologize for the experience and understand Mrs. [redacted]'s remaining dissatisfaction with H&R Block.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,Michelle B[redacted]Associate Business AnalystH&R Block