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 will accept the tax refund.  I find your comment about how I misunderstood the Peace of Mind unacceptable.  YOUR tax preparation specialist was the one who brought up that I should qualify for Peace of Mind, so clearly, despite boasting about her years of experience doing taxes, she does not understand her own company's Peace of Mind Policy.  The tax preparation specialist, [redacted], assured me that not only did I qualify for the Child Care tax credit, but also that I deserved the Peace of Mind reimbursement, so it is in no way my fault or misunderstanding of the policy; it is her fault and she represents H&R Block. She also promised to research more into this issue with the IRS, but every time I sought out an update, she told me that she was busy and did not speak with the IRS yet.  The only thing that she offered, which I'm sure does not coincide with H&R Block's policies, was to do my future taxes for free until it added up to the $1,200 tax credit amount that she thought I should've received.  Not only did she make the mistake of filing for a Child Care Tax credit, but a local CPA verified that she also had other mistakes on mine and my husband's 2015 taxes.  Now, I have to go back in to H&R Block to get a second look at these taxes next week.I am convinced that had I not filed with the Revdex.com, that I never would've received any correspondence or refund.  I blame this entirely on the District Manager.  He should be meeting with his tax specialists on what the Peace of Mind policy actually covers as well as customer service because [redacted], the summer office manager, was beyond rude and disrespectful.  Please know that I will also be pursuing how she handled herself when meeting with me and my husband as well. Disgusting.
[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 appreciate your help in this matter. [redacted] is lying!!!! he told me he would get the ladies at the office to use a coupon (which they did not have any). I was not going to leave my paperwork for someone I did not know to screw around with. He never offered a "discount" on next years taxes. [redacted] never suggested that I come back 2 hours later. I understand this is he said/she said and I am fighting a losing battle. the ladies at the office offered me a discount at the register IF I paid cash. I was not comfortable doing that. so I know this is going nowhere cause [redacted] is lying to the owner who has to beleive him. thanks again for your help
Regards,
[redacted]

H&R Block is in Breach of Contract.   1. An unjustifiable failure to perform terms of a contract. 2. A violation of contract through failure to perform, or through interference with the performance of the contractual obligations.  I utilized the "Best of Both" product, reached out to a local branch, called customer service and was NOT provided the necessary information to properly complete the filing of my taxes.  This is a violation of contract through failure to perform.  H&R Block are responsible for the fine that is being assessed by the IRS and at this time I am simply asking for them to stand up for their failure and pay. Thank you, 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, we have reached out directly to Ms. [redacted] to confirm that we will void and reissue the check issued for full amount requested in her complaint. We will continue to correspond with Ms. [redacted] until her check is reissued and she receives it.We ask that the Bureau note our current efforts to resolve Ms. [redacted]'s complaint. 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 has determined that Mr. [redacted]’s complaint is against an independently owned and operated franchise office, which has the responsibility to resolve matters directly with your office and with the client. 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 the H&R Block Franchisee, [redacted]’s belief that he has done so in this case by amending the tax return to accurately reflect the appropriate information and by submitting Peace of Mind claims with all needed documentation for the clients to the H&R Block Claims Department. The client’s Peace of Mind claims have been approved for the full amount requested in this complaint and the checks were mailed by our claims dept on 4/19/2016 to the client.  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 Mrs. [redacted]'s rebuttal our review determines the rebuttal raises no new issues.  Therefore, we stand by our original response dated 02/15/2018 and refer your office back to that response.   While we regret that Mrs. [redacted] appears to be dissatisfied with her experience, Mrs. [redacted] did select our Refund Transfer ("RT") product. In accepting the RDA terms and conditions, Mrs. [redacted] directed and agreed that amounts received from either her Federal or State tax refund would be used to pay tax preparation fees owed to us, and I will provide the agreement signed by Mrs. [redacted]. Please refer to section 3, where the box “A Federal RT and a Refund Transfer based on my state tax refund (“State RT”) is checked. Also see Mrs. [redacted]’s signature on the second page of the agreement.   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,   Destini C[redacted] Associate Business Analyst H&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. 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 H&R Block's belief that we have done so in this case by refunding the tax preparation fee as well as reimbursing for the cost of the non-profit reinstatement. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated 12/8/2016 and we refer your office back to that response.We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial.Sincerely,[redacted] Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block has fully refunded preparation fees for both the initial tax preparation as well as the fee H&R Block charged to complete the amended return.  The final results of the amended return that was prepared by H&R Block,...

dated December 29, 2016 shows an IRS refund of $1,015 and a state refund of $233.00. The amended return was provided to the 3rd party company that Mr. [redacted] chose to engage. With regards to Mr. [redacted]'s request for monetary compensation, H&R Block must respectfully decline this request. 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,Michelle U[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]

[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. [redacted] from H&R Block wasvery helpful in gaining understanding of the issue, and forwarding on a generous offer to my mother to resolve our complaint. Thank you to the Revdex.com, and H&R Block for taking our complaint seriously, and helping with this very satisfactory outcome! 
Regards,
[redacted]

Dear Revdex.com, In resolution to this matter our investigation reflects, that Ms. [redacted]’s 2016 tax return was filed on 2/1/2017 and after tax preparation fees were deducted and the repayment of a Refund Advance of $500, Ms. [redacted] received $2564.80 from Federal. Ms....

[redacted] states that she never applied for a Refund Advance, however our files confirm per the signed documents bearing Ms. [redacted] signatures, that our client applied and was approved for a Refund Advance in which $500 was uploaded to a H&R Block Emerald Prepaid Mastercard® on 2/1/2017. Our investigation further confirms that a text notification was set up under the same phone number as listed on the complaint which means that the owner of the phone number would have received text alerts for every transaction made between the dates of 2/1/2017 - 2/14/2017. Also note that after Ms. [redacted] taxes were prepared in February the next contact made by our client was approximately 8 months later in October 2017 when she contacted our customer service department to inquire about her refund amount. During that call, Ms. [redacted] was instructed to escalate her concerns through the tax office but it does not appear those steps were taken. Lastly, should Ms. [redacted] require additional proof of the H&R Block products and services that she purchased, she may refer to her client folder provided by her Tax professional on 2/1/2017.   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, Quintina M[redacted] Business Analyst H&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 the rebuttal raises no new issues with H&R Block's services. The late filing penalty assessed by the IRS was not due to any wrong doing on H&R Block's part and is being abated and is no longer due. While we regret that he appears dissatisfied with H&R Block, we stand by our original response dated 7/16/2015 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. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.comIn further review of this matter, records reflect that Mr. [redacted]'s claim under H&R Block's Peace of Mind® Extended Service Plan warranty (“Warranty”) has been approved and a check has been forwarded. As a result, we consider this matter resolved. 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 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:A partial refund was not offered.  I was offered a $50 refund for services that cost me almost $400.  Yes, an ammendment was filed, I still stand behind my belief that if your employee was properly trained the error would not have been made.  Due to this error I am still waiting to be able to file my 2015 taxes, which again is keeping money due to me unavailable.  Your employee called me when she was not able to get my 2014 taxes to go through, I shared with her that I had the home-buyers credit and she pushed them through anyway.  This was what caused the issue. I am asking again for a full refund.
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Mrs. [redacted]'s tax preparation fee for 2013 has been approved, minus the non-refundable Peace of Mind fee. The check was sent out on Friday, June 3, 2016. As a result, we consider this matter resolved. Should Mrs. [redacted] receive any notices...

from the States for additional taxes, penalties or interest, we remain ready to assist. 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 this complaint. However, should you have additional questions or the desire to discuss this matter further, please do not hesitate to contact me.Sincerely,[redacted]Associate Business AnalystH&R Block