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

Dear Better Business, In resolution of this matter, Ms. [redacted]'s claim has been approved for the full amount requested in her complaint less the amount that was previously refunded.  The check will be sent out on Thursday, December 14, 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,Michelle B[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: 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]

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

[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]

[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 assuming that H&R Block stays true to their word (if amended IRS tax return is denied, H&R Block will fully reimburse us for the amount owed - Michelle U[redacted] via phone conversation), I 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 never once received an email from H&R Block, even though they stated in their statement that they emailed me. I still have yet to receive an email from them. I have however, received a phone call from Yolanda(here in Yakima) on Thursday, April 13, 2017, asking why I was an unsatisfied customer. I explained to her that I was over charged, as [redacted] filed unnecessary forms for me, and since H&R Block charges by the form, I was overcharged quite a bit, and I would like a refund for most of it. Also, I explained to her that [redacted], who filed my taxes for me, didn't go over and explain to me what the fees and charges were. Yolanda was going to call me back after asking [redacted], the store manager, what they could do for me. I have yet to hear back from her. Also, it seems to me like H&R Block lies about most everything. Yolanda told me that [redacted] had written on my file that they have for me, that he went through all the charges and fees with me, and that I seemed to be okay with it. I had no idea what any of the charges were, as he did not go into detail about what they were for. The only charge that he did explain to me was the Tax Identity Shield for $30. I thought that I would need that at the time, but later realized that I didn't. That one, I'm okay with, because that was my fault. Another example of them H&R Block lieing is, in their email response to the Revdex.com. I have not one single email from H&R Block. I don't understand why they would state that they had emailed me, to try to contact me, when they obviously didn't. Regards, [redacted] Regards, 
[redacted]

Dear Revdex.com:   H&R Block has reviewed Ms. [redacted]’s rebuttal to our prior response. This response contains H&R Block’s final position.   We respectfully decline the request for the Peace of Mind fee refund, as the request to rescind the coverage was not made within the 7-day period allowed by the terms and conditions Mr. Heath and Ms. [redacted] signed. The recession must be specifically requested, even when a tax preparation complaint is made.   Additionally, if the fee is requested back within the 7-day period for the product, the Peace of Mind plan no longer covers the return should the IRS contact the clients regarding an issue with their return. The check for the remainder of fees was delivered to the updated address today, November 30th, 2017. We apologize for the delay, as the check was previously sent to an old address which has now been updated in our database. While we regret Ms. [redacted]’s dissatisfaction with our company, we consider all issues addressed and this matter closed. We ask that the Revdex.com note our efforts to resolve this matter thoroughly and fairly. However, if you should need anything further or have any questions, 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 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

In response to Mrs. [redacted] rebuttal, my office has been advised that the office manager contacted her and scheduled an appointment for 5/13/2015.H&R Block takes this matter serious and the office is working with Mrs. [redacted] to resolve.We ask that the bureau note our efforts to address Mrs. [redacted] concerns. If you should need anything further or have any questions, please so 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]

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

[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]

[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:Our tax preparer did not ask us to bring in those papers!! We did not know the insurance broker put my insurance through the market place, the taxes were prepared and sent in. The irs then asked for a new form to be returned, I had insurance for the entire year but when the tax preparer sent over the papers for us(not mentioning a fee was expected or even saying because we would be getting back almost $700 less on our taxes that H&R blocks fee would be lowered)they said we were being fined!! This lead me to believe the taxes were prepared wrong, and I just heard back from the irs finally today by letter stating that was the case and they are sending me a check for the almost $700 because of error in preparations by H&R block. So I am simply asking for the preparation fee back due to our taxes being wrong. I received a letter from H&R block stating that we owed nothing, and that was it. Like I said I have been using H&R block for years and years and I am extremely disappointed not only that our taxes were prepared wrong, then the papers the IRS requested were done wrong, we were never asked to bring in those papers and never told we may encounter extra fees for simply sending papers to the irs! And also that it took longer than 21 days it took 6 weeks to receive our taxes and now will take another 4-6 weeks to receive the almost $700 owed to us because of H&R block. If you do not issue the full refund for services rendered , I will have to take further actions myself because it is not right or fair to the customer for all of the miscommunications and wrong filing of our taxes. 
Regards,
[redacted]

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 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

Dear Revdex.com,In resolution of this matter, the Office Manager contacted Ms. [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, 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 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 to this matter, records reflect that the Tax Pro, [redacted], maintains that she did not advise Ms.[redacted] that there is no credit check for the Refund Advance and has been consistent in letting all clients know that there are certain criteria that...

[redacted] looks at in deciding the approval or denied for the Refund Advance product.   However, due to the misunderstanding and as a gesture of [redacted]-faith and to show our appreciation of Ms. [redacted]' business with H&R Block, the District General Manager, [redacted], as approved a partial refund of tax preparation fees in the amount of $100.00. The check was sent on February 25, 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. 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]