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

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,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

[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.I have not received the promised check yet and will not acceptclosure until I do. Per the complaint it was mailed 10/7/16 andwe had a holiday so will respond when received.Thank you for your attention and assistance in this matter.
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 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

[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: After I was informed I owed the IRS over $13,000.00 I searched the internet for help trying to get the amount either reduced or find a payment plan. When I found [redacted] who I contracted with for $2600.00, to assist me in resolving the matter, I was contacted by [redacted] who discovered numerous errors in the tax forms completed by H & R Block. If not for Mr. [redacted]'s determination that there were in fact errors, I would have ended up dealing with the IRS. He was polite enough to take the information to the local H & R Block office and "let" them correct the errors and file an amended tax return showing a return of over $1500.00 due my wife and I. I still had to pay Federal Tax Resolution $2600.00 to have H & R Block's errors corrected and feel they owe for that fee as the mistakes would not have been found and I would have paid the IRS way too much.
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

Dear Revdex.com: In response to this matter, H&R Block’s Online Support Team contacted Ms. [redacted] to further discuss this issue. Ms. [redacted] informed the representative that the issue was resolved and that her case could be closed. 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

Dear Revdex.com, In response to this matter, Ms. [redacted] received debt collection phone calls & mail in error.  Our records indicate that Ms. [redacted] paid her tax preparation fees in the tax office, and tax preparation debt has been removed from our system. Ms....

[redacted] was also mailed a letter confirming the debt was removed from our system and she should receive it within 7-10 days. H&R Block would also like to apologize to Ms. [redacted] for any confusion this issue has caused. As a result, we consider this matter resolved and 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 revert back to the beginning of the complaint, H&R Block had [redacted]'s w-2 and then by the next morning the w-2 was gone.  [redacted] and I signed the paperwork that stated H&R Block received the w-2 the night of our appointment.  [redacted] and I reported this within the allotted time that H&R Block requires under the protection agreement, when the mistake was made and was stated to us from the State of [redacted].  H&R Block is violating their own policy and to take responsibility for their actions.
Sincerely,
[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:
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:
Regards,
[redacted] I am still very unsatisfied how H and R block handled this situation. I feel as if I was taken advantage of . They very unprofessional and  I will take this further if I have to. Even the representative that called me yesterday was rude. Blaming the IRS not Hand R block taking my return. I realize I am only one person but I will make sure I relay all this to anyone that needs any Tax help. I will never go the ANY H and R Block and will tell everyone I can in any way I can. I have a email stating from the IRS that nothing was applied to my Federal tax debt from 2015 which I was supposed to get back 503   which again disappeared.  Just horrible business practicesThank you[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 resolution to this complaint,our district office is 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, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Ms. [redacted] rebuttal, our records indicate we spoke with her on 8/4/2015 & 8/6/2015. Ms. [redacted]’s check was mailed to the address of record at the time. Our records also indicate Ms. [redacted] recently called 8/21/2015, and she advised the H&R Block representative that her address needed to be updated. A stop pay was place on the check and reissued to Ms. [redacted]’s new address on 8/25/2015. The check should be received within 7-10 business days.Ms. [redacted] can reach our office at ###-###-#### Monday through Friday from 8am- 6pm Central Standard Time if she has any other questions or concerns. 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,In resolution of this matter, the District Manager has contacted Mr. [redacted] to schedule a meeting to discuss the IRS letters recieved, as well as assist with contacting NY DOR to inquire about the status of the NY return. As a good-faith client service gesture, H&R Block is issuing the amount of the Child Tax Credits that would have been issued by the IRS had the initial ITIN application been accepted. The check will be sent on Friday, August 25, 2017.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlyWe ask that the Bureau note our current efforts to fully resolve Mr. [redacted]'s complaint.Sincerely,Michelle B[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,H&R Block has reviewed Ms. [redacted]' rebuttal to our prior response. This response contains H&R Block's final position.In response to Ms. [redacted]' rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services. While we regret that she appears to be dissatisfied with her experience with H&R Block, we stand by our original response dated 8/17/16.The error in late filing of Ms. [redacted]' tax return was in fact the fault of H&R Block. Because of the error we have approved a claim for the Late Filing Penalty listed on Ms. [redacted]' tax authority notice. As a courtesy, we have also refunded Ms. [redacted]' tax preparation fees of $1000 for the inconvenience this may have caused her. Because there were no further errors made by H&R Block in regards to Ms. [redacted]' return, we are respectfully declining the request for H&R Block to cover any penalties and interest on her tax liability. We trust that this response will allow your office to close this file.Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, our investigation reflects that Mrs. [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. Records show that Mrs. [redacted] returned...

to H&R block on 3/21/2014 with printed tax information/documents to prepare her 2013 tax return as she was previously advised during a visit on 3/10/2014 when attempting to present her personal flash drive to her tax professional, that due to compliance reasons, H&R Block could no longer pull information from the drive. The tax return was completed on 3/25/2014. Mrs. [redacted] was contacted and returned to the office on 3/28/2015 to review and sign the return. At that point, Mrs. [redacted] advised the tax professional that she thought there might be income missing. The tax professional suggested that Mrs. [redacted] hold off on filing the return to allow more time to look it over. Mrs. [redacted] did not agree and wanted to proceed with the filing of her return and indicated that if additional income was discovered at a later time then she would return to the office to have an amended return prepared. It was made clear to Mrs. [redacted], that if she returned to office to request an amended return, a fee would apply. On 3/28/2015, the first amended return was prepared to add income. Additionally, a second amended return was prepared on 7/5/2015 to add 1099-K information that was also not previously provided to the tax professional on the original return. The second amendment however, resulted in an IRS audit which the franchised office personnel attended with the client’s. The audit was conducted at the client’s place of business and revealed other income that the clients had failed to report. It was later determined that the rental income or activity from the two families that were living above the Mrs. [redacted]’s store where the audit took place, had not been included on the taxpayers returns.August of 2015, a third amended return was prepared as Mrs. [redacted] implied that the income from the 1099K was reported twice by HRB. It is the franchisees belief that the income was reported in the manner that it was provided to the tax professional and that any additional taxes, penalties or interest owed is a result of the client’s failure to report the additional income accurately and timely. If you should need anything further or have any questions, please do not hesitate to contact me. Sincerely, Quintina [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 never received a break down on what I was charged for.  I did receive multiple calls with numerous apologies for the unprofessional conduct of their employees. I was scheduled a follow up appointment that I really didn't care for that I eventually had to cancel due to a conflict with another appointment.After a month of promises, I did receive a full refund of the amount I paid to H & R Block.  In that aspect, yes, I suppose my complaints have been resolved.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 District Manager, [redacted] contacted Mr. [redacted] to provide an explanation of the fees that were charged to prepare the 2013 tax return. In our efforts to show appreciation to a loyal customer, the District Manager offered a gift certificate towards the preparation of Mr. [redacted]'s 2014 return which he respectfully declined. 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 to this complaint, records show that our District Office contacted Mr. [redacted] directly and have reached a mutually acceptable resolution. 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. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block