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

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.  However, in response to this...

complaint, the Office Manager made contact with Ms. [redacted] in attempts to resolve this matter. During the time of the appointment, the Non Profit information was reviewed and it was determined that Ms. [redacted] had filed the correct form but incorrectly reported the amount of Program Services Income. This resulted in the IRS requesting Form 990 instead of Form 990-EZ. The Office Manager prepared the correct Form 990-EZ for Ms. [redacted] to mail to the IRS in response to the notice. Ms. [redacted] was then asked by the Office Manager if she wanted H&R Block to respond to the notice from the IRS, and that this service would result in an additional fee. Ms. [redacted] advised the Office Manager that she would respond to the IRS herself. The Office Manager attempted to contact Ms. [redacted] once she was notified by staff that she called, but had difficulties reaching her. In January 2015 Ms. [redacted] contacted the Office Manager to inform her she made errors on the 990-EZ that was prepared in the office. An appointment was scheduled for Ms. [redacted] to bring in all IRS letters she received, but later cancelled. Ms. [redacted] faxed the documents from the IRS, and it was determined that the error originated from the incorrect return Ms. [redacted] prepared herself. The Office Manager mailed Ms. [redacted] a letter explaining her findings. The address the letter was mailed to was the address on file. It is the Franchisee’s belief that a refund of tax preparation fees is not warranted in this case.  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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I did meet with another tax consultant at H&R Block at a different office who was very professional and seemed very intelligent and made me realize how bad the original tax preparation was. I spent another 1 1/2 hours with this new tax consultant and she found numerous errors on my return which I had complained about. She had to file a amended return to fix the mistakes made by the original incompetent consultant. My original complaint was that I was charged too much and it took too long and the lady who prepared by tax seemed like she didn't understand my return and another lady helped her and she didn't know either. All together now, I have spent 3 hours getting my fairly simple return done. I realize now more than ever that I was charged way too much for way too little service. I do appreciate the new office that helped me but all it really did was confirm my allegations, cost me more time and inconvenience.
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. I would like to thank Ms.[redacted] for her help in resolving this issue that has been going on for 1 1/2  years . even though I was dealing with the district manager for birmingham and the surrounding areas with no resolution or contact, I am glad that Ms. [redacted] took care of our problem .
Regards,
[redacted]

Dear Revdex.com, In response Ms. [redacted]’s rebuttal and in resolution of this matter as a client service gesture and good faith from H&R Block, Ms. [redacted]’s refund is being granted for the full amount requested in this complaint. The check will be sent out on Monday 10/31/2016 to the address associated with this complaint and will be for the amount of $399. 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 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 Analyst H&R Block

Dear Revdex.com,In response to Mr. [redacted]' rebuttal, our review determines the rebuttal raises no new issues. This response contains H&R Block's final position.We maintain that the Penalties and Interest claims have been approved and the check were sent by mail on Wednesday, January 13, 2016. Mr. and Mrs. [redacted] should allow 7-10 business days for regular mail delivery. In efforts to show appreciation to a loyal customer, we offered the gift certificate towards the tax preparation fees of the [redacted]' 2015 return, which was sent by regular mail on Thursday, January 14, 2016.While we regret that Mr. and Mrs. [redacted] appear dissatisfied with their experience at H&R Block, we stand by our response and trust that this will allow your office to close you 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 further review of the concerns presented by Mrs. [redacted], our records reflect that this matter has been thoroughly investigated by our Emerald Card Fraud Department. The review of this claim has concluded and a final letter of determination has...

been mailed. If Mrs. [redacted] does not receive the correspondence within 7 to 10 business days we recommend she contact customer service at ###-###-####.  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

[A default letter is provided here which indicates your accepta**e 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 will wait for the response from HR Block for a refund of the services we paid for the past years i**luding the back taxes we owed as a result of their error. We are prepared to seek legal counsel to help us if HR Block refuses to reimburse our hard earned money.   
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: The W-2 information for myself was clearly entered using my name and social security number. My spouse's W-2 informationwas clearly entered using her name and her social security number. Any calculations using W-2 information should be based on the name and social security numberused to enter the data.The H & R Block response states " When Mr. [redacted] was submitting information for his spouse’s W-2, he left his name selected and checked the box stating “Name doesn’t match W-2”, then entered the W-2 information for his spouse."After I entered the W-2 information for myself there was not an option to change to my spouse's name. The only logical action when entering her W-2 informationwas to select the box stating "name doesn't match W-2", which I did.I reiterate, my W-2 information and my spouse's W-2 information was clearly entered using the appropriate names and social security numbers.For H & R Block to say that the W-2 information was entered incorrectly is without merit and they seem to be hiding behind a flaw in the way theycreated the design of the W-2 data entry.If H & R Block truly stands behind their tax preparation software they should reimburse me the extra $1,952.56 I paid the IRS due to the interminglingof my and my spouse's W-2 data.Regards,
[redacted]

Dear Revdex.com:   In response to the complaint, we recently tried to call Mr. [redacted] at the number provided in the complaint, but were unable to make contact.  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, [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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I have stated in my previous correspondence that Ms. [redacted] did not attempt to contact me. I can provide my phone records that show no incoming calls from her nor the office during the period between April 2014 and present. H&R Block is relying on their "belief,"based on her word, that Ms. [redacted] acted appropriately.  The fact they are refunding me the cost of the service demonstrates  in my belief that H&R Block has a degree of doubt that I was never contacted, nor any of my phone calls returned. I was also not contacted after I filed my complaint with H&R Block's customer service (confirmation number 10335835). It was not until after I filed a complaint with the Revdex.com that any attempt has been made to rectify the situation, and the solution does not address the penalties and interest I will incur from the IRS once they process my return that I had to file. I paid for the best of both to guarantee it was performed properly. Also as I stated, I never requested an extension, Ms. [redacted] filed it without any explanation, and never contacted me for any additional information needed. I will not remove my complaint until H&R Block agrees to pay the interest and penalties as their guarantee states they will do so. Ms. [redacted] could have easily contacted me by email, or left a voice message if she had actually called me as she claims. 
Regards,
[redacted]

Dear Revdex.com,   In response to this matter, the District General Manager Charles [redacted] has been in contact with Mr. [redacted] several times regarding this complaint. In the first conversation Mr. Simpson had with Mr. [redacted], Mr. [redacted] stated that he forgot that he had...

marketplace coverage for a few weeks in January and failed to relay that information to his tax professional at the time of filing. Mr. S[redacted] informed Mr. [redacted] that is why he received the IRS Letter, and we have followed the IRS rules to report his marketplace coverage. In the second conversation Mr. S[redacted] told Mr. [redacted] that we do not have any control over when the IRS releases funds. He also kindly reminded Mr. [redacted] that he had additional documentation needed, that was not provided at the time of filing, and we have done everything that the IRS allows to report the marketplace coverage. In Mr. S[redacted] third conversation with Mr. [redacted], Mr. [redacted] stated he needed his refund money as a down payment for an operation he was to have. Mr. [redacted] stated that he expected H&R Block to personally issue his refund and that we can then take his refund from the IRS. Mr. S[redacted] mentioned we have nothing in place with the IRS to facilitate such a request.   Because H & R Block does not control when the IRS releases funds, we will not be able to fulfill Mr. [redacted]’s request of paying out the refund he is to receive from the IRS in the amount of $1849.00. However, at this time DGM Charles S[redacted] has approved a refund for Tax Preparation fee’s in the amount of $48.00. I have sent this check out via UPS 2nd Day Air and should arrive by end of day 03/28/2018. Tracking number: [redacted].    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, We have reviewed Ms. [redacted]'s concerns and tax situation. She was in fact able to claim her son and needed an amended return. The DGM [redacted] contact her and reached a mutually agreeable resolution.In resolution to this matter, Ms. [redacted] is being granted a refund...

for the full amount requested in this complaint of $75.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 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, [redacted], has worked with Mr. [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 response to this matter, our investigation reflects that Ms. [redacted]’ 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 records...

reflect a Peace of Mind Claim filed as well as a tax preparation fee refund, both of which are being processed as of July 14, 2017. As for Ms. [redacted]' request for monetary compensation, H&R Block must decline this request.  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, Michelle B[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:
Regar[redacted]   ATTENTION :   Better Business Administration Regard this matter of refund. To date 07/29/2017 a refund has not been received. This matter isn’t resolved…. No refund received.

[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 have passed correspondence with representatives of H&R Block but there has been no resolution.  I did not respond to the previous message because it seemed only to be a status of messages that had been passed and I didn’t see any value in responding to that. I did fail to read some of the verbiage saying that I should respond
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, the tax preparer for the return, [redacted], contacted the IRS on behalf of the client to inquire about the status of the tax refund. The findings of that phone call confirm that the IRS recieved the 2013 return that H&R Block on...

October 7, 2014. The IRS was holding the refund and could not disclose the reason to the tax professional during the call but stated that they were able to release the refund to the client directly by check on June 24, 2016. The IRS states that the check could take 4 to 6 weeks to reach Ms. [redacted]. In conclusion, the refund delay was caused by the IRS. [redacted] contacted Ms. [redacted] to give her the information from the IRS and Ms. [redacted] appears to be satisfied with the resolution provided. 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, Mrs. [redacted]'s claim has been approved for the full amount of tax preparation requested in her complaint.   Please note, the Peace of Mind product fee is not refundable. Per the terms and conditions of the Peace of Mind...

contract, which states in part: "....you may obtain a full refund of the free you paid for the Plan within seven (7) days from the date of purchase. Therefore, the fee paid for this product. The tax preparation fee refund check will be sent out on Friday, September 8, 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 Analyst H&R Block

Dear Revdex.com,In response to this complaint, records reflect that our district office has made several attempts to contact Ms. [redacted] by phone to address the complaint directly but have been unsuccessful. We sincerely regret that Ms. [redacted] found our services to be less than satisfactory...

this tax season and therefore, have 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. Should Ms. [redacted] remain interested in further addressing matters, we ask that she contact our district office at her earliest convenience. 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 Mr. [redacted]'s rebuttal, our review determines that while he did send an email regarding the status of his Federal return, Mr. [redacted] did not return to the office to pay for the preparation and filing of his return, which is required prior to the return being submitted. It is the District Manager, [redacted]'s, belief that Mr. [redacted] was informed several times prior to the filing deadline that his Federal return was able to be filed at any time and did not require an extension, however Mr. [redacted] never returned to the office to pay for the service.As a gesture of good-faith and as a client service gesture, the Federal interest amount was paid tot he client and as a result, we consider this matter resolved. 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. 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