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]
Complaint: 11872774
I am rejecting this response because:As stated in their response: There are two years we are complaining about: (A 2011 complaint for a 2010 issue) and                                                                                                               (A 2016 complaint for 2013 's issue)2010's Fees were refunded in 2011. But, the $1,100 I paid for their mistake was not refunded. In 2016 I was notified about a 2013 issue! One of the scheduled calls was on the 31st of August. I came out of the movie theater to get reception. I also downloaded the file to request conciliation conference documents to bring to the appointment as suggested in our second scheduled phone call. There is a $315. fee for filing  that I am due since the error is/ was valid. They made the mistake!A membered rep. was called! Mr. [redacted]ory [redacted] . He attempted to reimburse the fees after reviewing this issue and was stopped by Ms. [redacted].This woman put a teenager on the phone, posing as a manager to give the final decision to pay nothing! No fees or the cost of the fine; Which at that time was $491.00 for the state. The application fees for Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Ms. [redacted]' claim has been approved for the full amount requested in her complaint. The check will be sent out on Thursday, April 30, 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

[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.
The payment should be sent to:[redacted]
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, the District Office contacted Mrs. [redacted] directly and 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. 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, H&R Block is currently in the process of assisti** Mr. **. We will continue to correspond with Mr. ** in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve Mr. **'s...

compliant. 
Sincerely,
[redacted]
Associate Business Analyst
H&R Block

Dear Revdex.com, In response to this matter, we have worked with the local district manager, [redacted], to ensure that all H&R Block policies and procedures are followed to best compensate Ms. [redacted] based on her situation. At this time we are issuing one check to Ms....

[redacted] for the other 50% of her preparation fees as well as one check for a penalty and/or interest amount assessed because of the error made by H&R Block tax professional. These two checks have been mailed out today 9/27/16 via UPS overnight mail to the address provided by Ms. [redacted] in this complaint.  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, Jennifer S[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 agree 110% that I received all correspondence from the
IRS, if the complaint was read correctly I didn’t say that was the reason for
the current complaint. What I don’t have returned from me by HRB is all my tax
records that I gave to Mr. [redacted]. This would be things like my mileage log,
bank accounts, 1099s, w4s and other personal information. I can’t help but find
it funny that HRB says –

That this is the fault of the post office, this
never would have happened if the personal information was handled properly and
the way I asked (being delivered certified mail) in multiple emails. As stated
before anyone with an ounce of common sense would send such materials as
carefully as possible


To say HRB is not responsible is also laughable.
HRB fights as hard as they can to not take responsibility of their actions.
Sense HRB couldn’t get the information I need to move forward with the Offer
and Compromise correctly, how would you figure this isn’t HRBs fault? If I lost
or mishandled your information would it your fault? Think about that for a
second.
 
I need this matter resolved and will take all actions needed to have it
done. I believe HRB knows all the documentation I have against them and believe
it would be smarter for them to admit the mistakes made and move on.

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 the client.However, after a review of this matter, records...

reflect Mr. [redacted] spoke to [redacted] by phone and during the conversation, Mr. [redacted] offered the following to Mr. [redacted]: 1.) Mr. [redacted] could drop off his paperwork so that Mr. [redacted] could complete the return; 2.) Mr. [redacted] offered to drive to [redacted] and complete the return if Mr. [redacted] could return to the office in approximately two hours and 3.) Mr. [redacted] could complete the return with another tax professional with a discounted rate, but not a free return. Mr. [redacted] respectfully declined all of the options provided by Mr. [redacted].As the return did not get discounted at the time of preparation, Mr. [redacted] further offered a discount on next year's return but Mr. [redacted] also declined that offer. While we regret Mr. [redacted]'s dissatisfaction with the services that were provided, it is the Franchisee Associate, [redacted], belief that Mr. [redacted]'s appointment time was honored by another highly qualified tax professional on time and without error and therefore does not qualify for a refund of the tax preparation fee due to the service provided. 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 AnalystH&R Block

Dear Revdex.com,In review of this matter, it is our belief that a full reimbursement of tax preparation fees are warranted in this case. We are in the process of refunding the difference of what Ms. [redacted] has yet to receive. We ask that the Bureau note our current efforts to...

resolve Ms. [redacted]’s complaint.  Sincerely,[redacted]Associate Business AnalystH&R Block

Unfortunately, that is inaccurate. I did receive correspondence from the State and [redacted], however, I revised my tax return myself, and worked with the various tax departments to resolve the issues. [redacted] did send me his revised version but I had already worked with the State before anyone from HR Block contacted me.  I did later speak with [redacted] because I wanted my tax documents back. I could not receive them at the time of completion because Ms. [redacted] did not know how to work the copier by simply adding paper to it. [redacted] then mailed the documents to my employer, at my request, and I am in receipt of these documents. This lack of organization is further evidence that the company is not in tune with its own employees. I have worked with the State and [redacted] myself to ensure my 2014 and 2015 taxes came out properly - after my experience with Ms. [redacted] and [redacted]. 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com:   In response to the complaint, we recently tried to call Mr. [redacted] at the numbers provided in the complaint, but were unable to make contact and were advised that no one by his name lived at the residence.  If Mr. [redacted] could please contact our District...

General Manager, [redacted] directly at ###-###-####, we would be happy to further assist him and hear any concerns he may have. Otherwise, we are unable to further investigate this matter.   We ask that the Bureau note our above-referenced efforts to contact Mr, [redacted] to discuss his complaint.   Sincerely, Michelle U[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In response 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 our client.Records reflect that the franchise office...

contacted Mrs. [redacted] directly to address her concerns. It was explained to Mrs. [redacted] that H&R Block cannot be held liable in a domestic dispute and therefore, must be settled between the Taxpayer and Spouse.We trust this response will allow your office to close your file. 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 response to this matter, our investigation reflects that Ms. [redacted] complaint is against a franchise office which has the responsibility to resolve this matter with your office and directly with the client.   Records reflect that the franchise...

office had been working closely with Ms. [redacted] on this matter but as of late last year it was determined that they had exhausted all steps to assist Ms. [redacted].  Ms. [redacted] had her 2013 tax return prepared in April 2014.  At that time, Ms. [redacted] elected to have her anticipated refund from both the IRS and the State of [redacted] directly deposited into her bank account. Records reflect that Ms. [redacted] gave her tax professional the bank account information (routing number and account number) and confirmed it when she signed the paperwork associated with the tax return.   When Ms. [redacted] made her tax professional aware of the delay in her getting her refund her tax professional contacted the IRS and the State of [redacted], and also researched what bank the funds might have been sent to in error.  Due to the involvement of multiple government agencies and banks the situation had become time consuming and very complicated. The franchise office had been working on Ms. [redacted]’ behalf to trace the whereabouts of the funds for over a year, including researching the Code of Federal Regulations.  Ms. [redacted] is aware of the steps that were taken on her behalf, and has also been advised on other steps that she could take on her own.  According to the franchisee, there is nothing more that his office can do at this point as this matter is now in the hands of the governmental agencies and once the investigation is complete Ms. [redacted] will be notified.  We trust this response will allow your office to close your file. 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 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 the client. I resolution of this matter, the Franchisee...

[redacted], spoke with Ms. [redacted] on July 13, 2014 and apologized for the inconvenience that was cause to her and expressed his appreciation for her feedback regarding the appointment setting system. Mr. [redacted] assured her that improvements to the client experience will be made based on her feedback. Due to the inconvenience caused to Ms. [redacted] and as a client service gesture, the Franchisee thanked her for her business and will be sending her a gift certificate for a free return, in hopes that she will allow H&R Block to serve her in the future. 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 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, Mr. [redacted]’s claim has been approved for the overdraft amount requested in his complaint as the tax preparation fees have .  The check will be sent out for delivery to the H&R Block District office located at:[redacted]...

[redacted]Mr. [redacted] is advised to contact the office directly at ###-###-#### to schedule a date and time that works best for him to come in to pickup the check and sign the Release of Claim form. 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 resolution of this matter, the District General 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,In resolution to 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]...

complaint. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, Ms. [redacted]'s E- Gift Card has been forwarded to our client's email address accordingly. As such, we consider this matter resolved. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, Our records reflect that Mr. [redacted]’s Federal returns for 2012 and 2013 had errors in regards to reimbursable expenses by Mr. [redacted]’s employer.  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 amending the tax return to accurately reflect the appropriate information, as well as paid the tax liability and resulting penalties and interest in accordance with H&R Block’s Peace of Mind Extended Warranty Agreement. We have mailed checks to Mr. [redacted], sent [redacted] overnight on 5/10/16. 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 Analyst   H&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s claim has been approved for the full amount requested in his complaint. The check was sent on Friday, May 29, 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