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 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:
Regards,
[redacted]

Dear Revdex.com,   In resolution of this matter, The [redacted]’s claim has been approved for the full tax preparation fee.  The check will be sent out on Monday, November 14, 2017. The Peace of Mind fee has not been refunded, as the fee rescinding period expires 7 days after...

the purchase of the product.   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 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 for now. I have contact with 2 representatives and as long as they follow through on their word and stay in contact with me this issue will be resolved. 
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:  I did not receive any correspondence other than the letter I brought in to the office that is referenced in the response.  I followed the process as outlined in the "Peace of Mind" contract.  I received a letter and I promptly brought it to the HR&R office as directed when I called HR&R customer support.  The response also states that I failed to submit the school form I pay a service for HR&R for a professional tax service expert to review my tax returns before they are filed. 
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:
Block's response was: "a check was mailed to the address of record Wednesday, September 2, 2015"1) I finally received the check on Tuesday, September 15, 2015.2) Block's rebate tracking center still says:  "Your rebate is valid and is scheduled for final processing", just like it has for the last seven months.  They probably just wrote me a check to make the Revdex.com complaint go away.3)  Block has consistently stalled payment and ignored any inquiries, prior to the Revdex.com involvement.  They appear to be intentionally not paying the rebates owed.  I suspect a lot of other people didn't get their rebates and Block is depending on them to not bother following up.  Nowhere in Block's response to this complaint have they committed to finding and correcting the problem with their rebate processing.
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: I would like to keep this complaint open until I have received the credits for $199.00 and $25.00 on my credit card statements.  As of the statements received mid-April the credits were not on my statements.  I have also tried to call the phone number listed in the response but have not been able to speak to anyone today.  I would like to talk to someone to find out why the $20.00 cannot be refunded to me before the complaint is closed.  Since I am no longer an H&R Block employee I am unable to take additional courses using the $20.00 which would pay for unlimited courses if I were still employed.
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, we contacted Mrs. [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 a 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 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 the client. The franchisee of this location sincerely regrets...

Ms. [redacted]’s experience this tax season and as a client service gesture to any inconvenience caused, Ms. [redacted]’s tax preparation fees were refunded. Upon further review of the client’s file, it has been confirmed that only copies of the client’s tax documents remain on file at the office and is available if Ms. [redacted] would like a copy for her records. If you should need anything further or have any questions, please do not hesitate to contact me. Sincerely, Quintina M[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 the Revdex.com complaint, we recently tried to contact Ms. [redacted] but were unsuccessful. A letter was forwarded to Ms. [redacted] mailing address advising her to contact our office toll free ###-###-####. If Ms. [redacted] should contact us via this information,...

we will be happy to further assist her and address any concerns she might have. Otherwise, we are unable to further investigate this matter. We ask that the Bureau note our above-referenced efforts to contact Ms. [redacted] to discuss her complaint.   Sincerely, Michelle B[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In resolution to this matter, records reflect that we
attempted to e-file Mr. [redacted]’s 2014 tax return however, it rejected due to the
Homebuyers repayment form. Once corrected, the tax return was e-filed and accepted
by the IRS. This correction increased the amount of...

taxes due which included an
underpayment penalty of $65. This is not a late filing fee but rather a penalty that was assessed
for not paying in enough tax during the year.  As such, Mr. [redacted]'s claim for reimbursement for the underpayment penalty has been denied. 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 this case by
correcting the tax return to include the appropriate form, by refunding the
tax preparation fee which Mr. [redacted] paid to have his taxes
prepared and paid resulting penalties and interest in accordance with H&R
Block’s Standard Guarantee. To further make amends in this situation the
district office offered Mr. [redacted] a free return for next tax season however, he
declined.Additionally, be advised that per the
terms and conditions of H&R Block’s Peace of Mind® Extended Service Plan warranty (“Warranty”), a claim for tax liability
reimbursement does not apply in this
case as the tax return was corrected prior to IRS review and acceptance of the original
tax return. 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 complaint, our investigation reflects that the [redacted]'s feel that additional monies are owed to them by the IRS for the tax year 2010. Our tax professional, [redacted] states that she had consulted with the IRS and Mrs. [redacted] and the IRS has...

stated that all refunds due have been issued. In April 2016, [redacted] informed Mrs. [redacted] that a Form 3911 - Taxpayer Statement Regarding Refund Form to formally inquire with the IRS regarding the any refund amount due. On April 27, 2016, Mrs. [redacted] confirmed that she had submitted that form in an email to Ms. [redacted]. Should Mrs. [redacted] provide the final determination given by the IRS in regards to that form, H&R Block may be able to take further action, but without it we are unable to investigate any further. In an effort to make further amends, and as a gesture of good faith for any inconvenience, we have issued a refund of the 2010 tax preparation fees and the check was sent on Monday, October 17, 2016.In light of H&R Block's above-referenced good-faith actions to resolve this matter, we respectfully request that this case be closed. 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, we contacted Mrs. [redacted]s 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

[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 not familiar with this process. I have problems with their business model and the way I way tricked and pressured into paying an exhorbatant fee.  HRB is obviously going to say that their fees are fair and business practices appropriate. Just because they are a big company and say it, doesn't make it so. In addition I was just contacted by the IRS and I got more bad advice from H&R Block. I was told that if I couldnt pay my tax bill in full I could "send the IRS $100 and they would contact me to see about a payment plan."  I got a letter from the IRS saying I have penalties (not just interest) for not paying in full.  I was tricked into paying an insane fee for a service I could have done for considerably less. They lowered my bill only when I found errors in my taxes and then gave me bad advice about how to proceed with the IRS that is costing me money. I refuse to believe that this is right. Bait and switch is an illegal business practice. Not quoting someone a price in advance and pressuring them into paying after the work is done is highly unethical if not illegal. Whether the Revdex.com steps in or not I am posting on every review site I can about how unethical HRB is. I can't believe that these practices are legal. 
Regards,
[redacted]

Dear Revdex.com, In respond to Mr. [redacted]’s complaint, we apologize for the inconvenience, after further research we have decided to approve the Peace of Mind claim. Mr. [redacted]’s check should be at the office where he filed not later than 3/28/2018, which he will have to pick up. As...

result, we consider this matter resolved. We assure you that you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely, Natalie M[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: I don’t feel justified with their offer. Regardless of previous years. This years fee seems ridiculously high  $860.00?  
Regards,
[redacted]

Dear Revdex.com, In resolution to this matter, our records reflect that Mr. [redacted] filed his 2015 tax return via H&R Block Best of Both® product. This service allows our client’s to start their tax return online, pass it along to a Tax Professional to review, the Tax Professional...

advises the client of any necessary changes. After which, the client signs, makes any necessary payments to the IRS and then the return is e-filed. On March 27, 2016 our records show that Mr. [redacted] provided his banks routing and account number via our message center to his Tax Professional and requested that she schedule an auto debit payment to the IRS. On March 31, 2016 Mr. [redacted]’s tax return was e-filed. On April 15, 2016 Mr. [redacted] messages the tax professional after receiving notification from the IRS that his payment had rejected due to insufficient funds. At this point, Mr. [redacted] resubmits his banks routing and account number a second time requesting that the tax professional verify the numbers. Mr. [redacted] was advised that due to security measures we could not verify banking information on a return that had already been filed. During this same conversation, Mr. [redacted] was told to either make a payment on-line or via IRS.gov. On April 29, 2016 Mr. [redacted] messaged his tax professional in efforts to further understand why the first payment did not go through his bank account as he insisted there were more than enough funds to cover the transaction. Mr. [redacted] states that he reviewed the email referencing his bank information but did not find any discrepancies. He also mentioned that a penalty had been assessed by the IRS and that he had purchased H&R Block's Peace of Mind® Extended Service Plan. Please be advised that H&R Block has reviewed the timeline of events very thoroughly and conclude the following: The first sequence of numbers provided by Mr. [redacted] on 3/27 that was used to schedule the auto debit payment by the tax professional varies by 1 digit when compared to the second sequence of numbers provided by Mr. [redacted] on 4/15. Please note that in the message from Mr. [redacted] suggesting that his bank info be verified shows 1 additional digit added to the end of his account number that was not referenced in his original message to the tax professional on 3/27. As such, H&R Block cannot be held liable for the dishonored check penalty assessed by the IRS, as it has been confirmed that our tax professional scheduled the auto debit payment based on the original banking information provided by Mr. [redacted] on 3/27. We sincerely regret Mr. [redacted]’s experience and recommend that he log into his account and review the timeline and correspondence between the tax professional and himself via the message center. 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 hesitate to contact me. Sincerely, [redacted] Associate Business Analyst H&R Block

Dear Revdex.com: In response to this matter, our investigation reflects 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. However, in response to this complaint, our...

records reflect that Mrs. [redacted]’s filed her taxes in the office 1/30/2015. Toward the end of February Mrs. [redacted] contacted the office requesting an amended tax  return to add additional deductions to the Schedule E form. Mrs. [redacted]’s tax professional requested verification of deductions and figures needed. Mrs. [redacted] did not provide the tax office with the requested documentation. At this time, it is the Franchisee’s belief that this issue does not warrant a refund of tax preparation fees.  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 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: the resolution was not to my satisfaction, but the office told me that was all they could do to help me.  I grew very frustrated talking to the H&R rep, Ron, because he kept trying to say that H&R Block was a business and had to make money.  I stated over and over that I understand that they have to make money, but what I am upset with is that the H&R Block tax person I worked with did not give me correct information to make an informed decision regarding my taxes. 
 I received a phone call late last week from another gentleman, and I explained to him that I wasn't satisfied and that I felt like the first gentleman that I spoke with, Ron, wasn't really listening to me and my concerns and just offered me "hush money".  The gentleman told me that Ron said I wasn't happy with the pricing of the products, only confirming the fact that he didn't listen to me at all.  I was unhappy with the omission of information.  There is a reason that Errors & Omissions insurance coverage exists.  For situations like this when the company does not give me correct/complete information to make an informed decision regarding my tax filings.
I explained the situation to the 2nd gentleman late last week, and he said he would try to come to another resolution and apologized profusely.
I am waiting to hear back from the 2nd gentleman at H&R Block.Regards,[redacted]