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]
[redacted]
I am rejecting this response because:Hi [redacted],I am writing to ask to reopen my complaint against H&R Block because they have yet to follow through with any of their promises.  To continue from the last information........I did receive a voice message from Morgan S[redacted], the office manager, on about Aug 22, apologizing for their dropping of the ball regarding my reimbursement for penalties due to their mistake. He said that the people he had turned it over to had failed to follow through as well as those I spoke to after that.  He said that he was sorry for my trouble and would resolve it immediately.  He asked me to text him pics of the two bills (IRS and State) and that he had a manager standing by to sign the check and it would be overnighted by UPS, to me.. So on Aug. 24th, I texted them and he acknowledged receiving them.  He thanked me and said that he would get it taken care of.Wed Aug 30, I texted him to say I had not received anything and he said that he would follow up with them. Sept. 7th, I hadn't heard from him or anyone and texted to say another week had gone by and no check. He responded by saying that he had submitted it twice and he would call them the next day and then follow up with me.  He said that they said they were cutting the check.Thursday Sept 13th, I texted him that since he didn't follow up with me, that I was following up with him and told him that I still received nothing and had heard from no one. I asked if he had any info.  He said that they had been approved and I should have received them on Monday and that he would call them.Friday Sept 15th, I texted to ask what they said when he had called them, since he didn't get back to me.Monday Sept 18th, He responded back to say that they had issued the check and show it delivered and that they put a stop payment and were reissuing.Friday Sept 22, I texted him to say that it had been a month since he had called to apologize and tell me it would be overnighted and that I was finding it hard to believe that they were really trying to resolve the issue.  I said that come Monday that I was going to reopen the Revdex.com complaint and speak to the courts for other options.  He responded that the check had been issued that morning.  I asked if it would be 5 days or when to expect it.  He said that he was following up with them daily and  was sorry it was taking so long.  So I again asked when to expect it and he said that they said it was overnighted and he would call to confirm that.  I suggested that he confirm my address so as to avoid another miss delivery.Sunday Sept 24, I texted him to say no check and that I was following plan B and contacting the Revdex.com again, etc.Monday Sept 25, AM he responded by asking " Nothing came this weekend?" and I told him no and that I was finding it hard to believe that that company was so inept that they couldn't get me a check in a months [redacted]e.  He did not respond.Each [redacted]e I conversed with him, I thanked him and waited days with no response. I have all the TEXT messages on my phone, knowing that I would probably need to refer to them.  I can't believe at this [redacted]e, that there is an earnest attempt at resolving the issue, but after receiving the first Revdex.com complaint, he was obviously very concerned by it.   And so now I am writing you in hopes to reopen my complaint and have it reflect all that has happened since he contacted me and get them to resolve this situation.I feel quite powerless, except for the help your organization provides. Thank you for that help.
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 sincerely regret Mr. [redacted]’s dissatisfaction with our service pricing, we find our fees to be reasonable and highly competitive among tax institutions. H&R Block has knowledgeable tax professionals and has several guarantees that come with the tax...

preparation that many other institutions or accountants do not offer. Additionally, H&R Block Fees are based on the number and complexity of the forms used and for the service that is provided.    As it relates to this situation, our records reflect that Mr. [redacted] was provided with the explanation of the fees on his 2015 return during his office visit on March 26, 2016 by the tax professional, Diane Speakman.  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,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved for the full amount requested in her complaint. The check will be sent on Wednesday, March 4, 2015.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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Dear Jessica White I Operations Team, Ms. White, I must apologize for not writing this letter to you sooner, but I have been helping on the storm cleanup from hurricane “Harvey” at my nieces residence in Bradenton, Florida for the past week. I did receive a phone call from you on my home phone while I was in Florida. I just want to let you know, that prior to leaving for Florida, I met with H&R Block’s Tax Representative here in [redacted].  The gentlemen’s name is Thomas Belford and the have asked me to sign an IRS Form #843. The IRS form # 843 basically tells the IRS, that H&R Block interpreted my federal income tax incorrectly and so advised me with incorrect tax preparation and it was no fault of the individual taxpayer ([redacted] J. [redacted]). H & R Block by filling out this form # 843 and asking me to sign the form is requesting, that the IRS return the penalties’ and interest charged to the taxpayer ([redacted] Joseph [redacted]) for H & R Block’s misfiling of my federal taxes for the tax year of 2015.  I suspect this process will take some time, since we are dealing with the federal government. If the IRS denies the request, that was submitted by H & R Block, then H & R Block will have to pay me the penalties and interest for their mistake. This is part of the H & R Block’s guarantee if they make a mistake on your income taxes.  Since, I have repaid all of the monies to the IRS, my money is being “tied” up and nothing is “out of pocket” for the H & R Block Inc. So, bottom line, NO!, this matter has not been resolved and it looks like it will not be resolved for quite some time…
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, records reflect that we have addressed Mr. [redacted]'s concerns in it's entirety and have 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, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of assisting Ms. [redacted]. We have prepared an amended return and submitted it as well as an insolvency worksheet. We are currently waiting a response from the IRS prior to moving forward. We will...

continue to correspond with Ms. [redacted] in attempt to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve Ms. [redacted]'s complaint. Sincerely,Michelle U[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of 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 Analyst H&R Block

Dear Revdex.com, While we regret any confusions or misunderstanding of the tax preparation services Mr. [redacted] may have experienced, our review of this matter reflects that the Peace of Mind Extended Warranty was not purchased at the time of the tax interview and therefore, would not...

apply in this situation.    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 [redacted], H&R Block District General Manager’s belief that he has done so in this case by amending the tax return to accurately reflect the appropriate information and by refunding the tax preparation fee which Mr. [redacted] paid to have his taxes prepared. I  We respectfully request that this case be closed administratively , as we do not believe that any further response on our part would be beneficial. 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, our records indicate that Mr. [redacted] attempted to file his state tax return using H&R Block’s Deluxe  State program. In review of this matter, we have determined that this error was a direct result of user entry and not an...

error caused by H&R Block Deluxe Software Program.  As for any client’s who are having difficulties with preparing their own tax return , they have the option of utilizing the services at any of our tax offices. However, any service rendered would be the responsibility of that client. As it relates to this case, it is our belief that a service was provided by the tax office, and we must respectfully decline Mr. [redacted]’s request for a refund of tax preparation fees. As a result, we consider this matter resolved. We respectfully ask the Bureau to close this case. However, if you should need anything further or have any questions, please do not hesitate to contact me. [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: They claim that they sent a check in the mail last Wednesday (4/15). I have still yet to receive any check from H&R Block and it is a week later. If they are sending this via normal mail I should have had it by Monday at the latest. I need to know if they actually send out the check or if they are bluffing like they have been the whole time I've been dealing with them.  In addition I am now dealing with the IRS auditing my taxes because they were messed up so badly and am working on trying to gather additional paperwork to get my taxes approved. Not only did they mess up my taxes but are now causing extra work for me. I know there is nothing they can do about this and I refuse to ask them for help (due to the fact they have been less than helpful up to this point). I do, however, want to assure that a check has actually been sent in the mail. I have a feeling they will just tell you it was sent and continue to tell me to wait and see if the check comes, and it won't. By that point my 14 days to accept/not accept this claim will be over and I would have to start all over again. I just want this resolved and a check in my hand.
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 their response is acceptable. However they have assigned other employees to assist in the past and after a short time, they stop assisting. That is precisely the reason that nearly a year later we still going through this. The person this time seems to be assisting me well, however they can't accept that they lost some of my paperwork. As of now they have been helpful but the matter is far from over. To be contined. 
Regards,
[redacted]

Dear Revdex.com,Distract Manager Sandra Newman reached out to Ms. [redacted] on Tuesday 8/16/16 directly to discuss this matter. Ms. [redacted]'s return was amended for her on August 2nd. The tax professional made significant errors resulting in a change of $2000 in her refund amount.In...

resolution to this matter, Ms. [redacted]'s refund of preparation fees is being granted for the full amount requested in this complaint of $490.50.  Ms. [redacted] was agreeable to this solution. 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 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 am uncertain how this response could...

be forwarded to you.  I have not communicated directly with the respresentative from HR Block that responded to my complaint. As a matter of fact, I had to contact them after this complaint and was told that they would do nothing to datisfy this.  It was nit untill I sent them some of my documentation that they offered to assist me to obtain the penalty refund.  I have forwarded the attached info to an [redacted].  These show that the information in the previous response is in error and I fully expect a full refund of the payment for the refund discussed.  I should also add that the 1099s prepared had to be redone after I had gotten them home and discovered that there were several mistakes (error in business address and different employee names were mispelled.  And I was given evelopes to mail them in which the addressee window did not line up with the addresses)  very unprofessional.  I have several emails that verify my claim.  I have sent the majority to HR Block. As I said, theyre response is inaccurate.  
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: They are rejecting it because there are no new developments to my case! I am not the type to make things up. I don't see anything new that should be brought up. All the proof and facts are still the very same. I was charged for services I never received.
Regards,
[redacted]

Dear Revdex.com:In resolution of this matter, the District Manager contacted Mr. [redacted] directly and reached a mutually acceptable resolution. We would also like to apologize to Mr. [redacted] for any confusion concerning this issue. We assure you that we take the concerns of our clients...

seriously and make every effort to resolve matters thoroughly and fairly. 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 Analyst

Tell us why here...In response to Mr. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues. While we regret that Mr. [redacted] appears dissatisfied with his experience at H&R Block, we stand by our original response dated 4/23/2015 and we refer your office back to that response.Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In response to the Revdex.com complaint, our review determines that Mrs. [redacted] signed up for the refund bonus this year believing she could get another Wal-Mart card just as she did last year. However, in order to receive a Wal-Mart gift card you must have purchased the...

software from Wal-Mart. Ms. [redacted] did not, which disqualifies her from getting a Wal-Mart gift card. When Ms. [redacted] contacted our tier 1 department she was advised by an agent that she must purchase a gift card from the available retailers, since the Wal-Mart card was not an option for her; Mrs. [redacted] chose the Amazon gift card and placed the full amount of their current year refund bonus on an Amazon gift card. In spite of H&R Block’s continuous efforts to resolve this matter with our Tango vendor, we were advised that the transaction could not be reversed. Unfortunately, once a funds are allocated to a specific retailer, the funds are no longer available to reverse. If Mrs. [redacted] wishes to use the funds allocated to the refund bonus then she would have to use the Amazon gift card. We sincerely apologize for any inconvenience this may have caused however, the transaction stands as valued. We respectfully request that this case be closed AJR, as we do not believe that any further response on our part would be beneficial. Sincerely, Steana [redacted] Associate Business Analyst

[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 see this as H&R Block not taking responsibility for their faulty software.  I would say that $900+ dollars is a fairly large "penalty".  If H&R Block wants to use semantics to justify not complying with their 100% guarantee then that is unfortunate, but I do not plan on closing this complaint with the corporate office until they make it right.  Corporate office wrote the faulty software and decided to guarantee their product, not the locally owned business.  I would hope the corporate office will make the right decision and refund us what was guaranteed in the documentation that was given to us.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because;
 i wasnt notififed of the amending of the taxes. we found out after we got our refund. I am requesting the full amont I paid, there is no break down on the receipt on federal vs. state. I have contacted the compliant department at h&r block several time, getting the rum around being transfered all the time, people telling me someone will contact me and no one ever does. I have been yelled at by there managers. I feel a full reund is necessary with the amount of time ive lost from work. I will have to pay someone else to check my taxes to make sure they are correct.
Regards,
[redacted]