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 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]

[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: H&R Block is purposefully dodging the main point of my complaint--this issue was already settled by their own Master Tax Advisor Enrolled Agent, [redacted], EA. Ms. [redacted] called H&R Block's corporate office and worked out that H&R Block would pay for half of the tax burden that I owed the IRS. So, this amount was already promised to me by their own agent and by corporate H&R Block. Now H&R Block is trying to back out of an agreement that they themselves agreed to. There is absolutely no reason to resubmit my Peace of Mind claim as again, this issue was already settled and the check was promised to me by H&R Block's Master Tax Advisor Enrolled Agent, [redacted], EA.
Regards,
[redacted]

Dear Revdex.com, In review of this matter, our investigation has determined that Ms. [redacted]’s tax return was prepared correctly with the information provided at the time of tax preparation. Our records reflect that when Ms. [redacted] brought this matter to our attention and returned to...

the office with her original paperwork/documents, the 1099r statement was loosely found in the client’s tax folder. It is customary that upon the completion of a tax return and before returning the client’s original tax documents, the documents are collected, stapled together and carefully placed in the client’s tax folder then presented to the client, the 1099 r in question was not attached with the other documents. Additionally, we confirmed with Ms. [redacted]'s tax professional that during the final stages of the tax interview, Ms. [redacted] was given the opportunity to review the income reported and signed off in agreement that her only income to be reported on the return was from her W-2, there was no indication that a 1099r was presented at that time. A claim was submitted on Ms. [redacted]’s behalf under H&R Block’s Peace of Mind® Extended Service Plan Warranty and after a thorough review of all facts presented by the tax office, the claim was denied. As such we must respectfully decline Ms. [redacted]’s request for reimbursement as it is our belief we prepared the return correctly with the information provided. 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 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]

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]

[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: this is not true at all.  [redacted] only asked me if I got a letter from the irs regarding this, and made it seem she was working on getting me the peace of mind insurance that is all she asked.  I DO need an amended return per the [redacted] H&R block office and this still needs to be done, she never offered this not did we ever talk about an amended return.  H&R block is just looking to close this case and they are leading me to beleive they will try to do what they can for me.  She said she would call me within the next day or two and I have never heard from her I thought she was still working on it but obviously it is just a ploy to satisfy the better business burearui am requesting from the bureau to have her contact me to do the amended return asap.thank you
Regards,
[redacted]

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

[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 investigation reflects that Mr. [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. We sincerely regret that Mr. [redacted]...

found our services to be less than satisfactory this tax season and therefore, the franchisee has agreed to refund tax preparation fees as a client service gesture. A check will be mailed to the address on record within 7 to 10 business days. 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

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: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, our review determines he spoke with our representative Jonathon [redacted] on Friday, March 4, 2017. Mr. [redacted] was advised that without a letter from a Tax Authority assessing Penalties and/or Interest for additional tax debt we cannot process a Claim against the Accuracy of Calculations guarantee.In an  to further make amends, and as a gesture of good faith for any inconvenience, we have issued a refund for the amount Mr. [redacted] paid to visit his local office. The check will be delivered via next day delivery on Tuesday, March 7, 2017.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

Dear Revdex.com,In response and resolution to this matter, H&R Block is currently in the process of completing the remainder of the refund due to Ms. [redacted]. Our investigation shows that Ms. [redacted] was provided a $20.00 coupon in the office at the time of filing, bringing the total of fees down to $430.50. We have previously refunded Ms. [redacted] in the amount of $395.50, of which $375.50 was the tax preparation fee and $20.00 for our Tax Identity Shield Product. This refund was cut and sent on May 12, 2016.As such, we find the amount that remains to be refunded is $35.00. This check will be sent out early next week once it is printed and ready for delivery. Also, District General Manager, [redacted], called and left a message for Ms. [redacted] on Wednesday, June 1, 2016 to inform her of the amount of the remaining refund. We ask that the Bureau note our above-referenced efforts to resolve Ms. [redacted]' complaint. Sincerely,[redacted]Associate Business Analyst H&R Block

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

Dear Revdex.com,In response to this matter, our investigation reflects that 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.Our office is currently reviewing the...

complaint with the franchisee office. We will continue to correspond with the office to ensure the complaint is addressed and that Mr. [redacted] is contacted and provided a resolution.We ask the Bureau to note our current efforts to ensure Mr. [redacted]'s concerns are addressed. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,H&R Block disagrees with Mr. [redacted]'s allegations regarding the lack of contact by H&R Block. Our records reflect that Mr. [redacted] spoke with the local office on May 12, 2015. I called and left a voicemail message for Mr. [redacted] on May 28, 2015 and he returned that call and spoke with a representative on the Executive Escalations team on May 29th, 2015. Additionally, Mr. [redacted] left a voicemail for me on May 29, 2015 in which he alleges that another tax preparation company found a bigger return or less tax liability based on the return they prepared for him, using the same information that H&R Block had access to.While we regret that he appears dissatisfied with his experience at H&R Block, we stand by our original response dated 6/2/15 and we refer your office back to that response. We respectfully request that this case be closed administratively judged resolved, as we do not believe that any further response on our part would be beneficial. The client has the responsibility to have the returns reviewed for qualification under our Maximum Refund Guarantee. However if you should need anything further or have any questions, please do not hesitate to contact me.Sincerely,[redacted]Associate Business Analyst

Dear Revdex.com:
In response to this matter, our investigation reflects Ms. [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 has contacted Ms. [redacted] as well as the office staff on multiple occasions concerning this matter. Below is a series of events that took place.
Ms. [redacted] went into the office for income tax preparation after being referred by customer support.  Ms. [redacted] had difficulty self-preparing her tax return with H&R Block’s software. The Franchise office was asked, to honor a $255 coupon off her income tax preparation since she had so many problems with the online software.
Ms. [redacted] tax return was prepared by an experienced and thorough tax professional.  The question regarding business miles was asked during the tax interview.  At that time, Ms. [redacted] stated that she did not know whether or not her mileage reimbursement was included in Box 1 of her W2.  There was no indication of it being included as income, so the office had no reason to take it as a deduction on the tax return.  Ms. [redacted] was fully aware of this decision when it was made and explained what the indication would be on the W2 if it, indeed, included reimbursed business expense.  The office also offered to put the return on hold so she could check with her employer.  Ms. [redacted] refused and wanted to go ahead and file.
Ten days after the return was filed, Ms. [redacted] called the office indicating that she had learned her mileage reimbursement was included in Box 1 of her W2.  She asked if the office would amend her return at no cost, and they agreed to do that. The office explained to her, once again, that there was no indication of the W2 and that the IRS could question the deduction.   The tax professional did not make a mistake.  The tax professional did apologized to Ms. [redacted] for inconvenience and a second return, but assured her that the decisions made on the ori[redacted]l return were based on W2 information.
In conclusion, it is the Franchisee’s belief that this matter does not warrant a refund of tax preparations fees.
As a result, 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.
[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]

[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:
There is one H&R Block employee who contacted me on my cellphone regarding this Revdex.com claim. I have provided proof that I indeed used H&R Block services to prepare my 2010 taxes.H&R Block already have access to this information. Here is the person who contacted me in regards to this:[redacted]Business Service ManagerH&R Block -Business Services Ofc.[redacted]Direct: ###-###-####, FAX: ###-###-#### MESSAGE: ###-###-####[redacted] ** [redacted]
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: Their program was at fault and their H&R Business in [redacted], ** even noted it on the new forms that were sent to the IRS, ** State and ** State property tax. H&R rep that called me refused to pay for their program mistake. I did not enter anything wrong, it was their program that did not transfer properly. I  have used their program for many years. A sign at the [redacted], ** H&R officesaid they would cover up to $6000 if their program fails. But when I asked the lady about that she said you have to pay extra for it to cover. I was always told that if their program failed that they wouldcover any mistakes of their program. I told this rep that called me why would I want to use their program next year when they don't honor their program mistakes. I hope that I don't hear from IRS for 2015or 2016 taxes. I have never had a problem before, but I know of several that got letters for their 2014 returns that they did with H&R program. I hope they have better luck with this company, but I doubt it as they refuse to pay me back for their program that failed. I brought all the paper work in to the [redacted] office so they lady their could see where the program did not transfer correctly.  Thanks[redacted]
Regards,
[redacted]

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 the franchise office...

have tried to reach Ms. [redacted] by phone and email to address this matter directly but have been unsuccessful. It is the franchisee's belief that two way communication is necessary in this case. Therefore, if Ms. [redacted] remains interested in resolving matters, we ask that she contact the H&R Block franchise office directly. Sincerely, [redacted] Associate Business Analyst H&R Block