Business Profile

Tax Return Preparation

H & R Block Canada Inc. (CDN Headquarters)

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for H & R Block Canada Inc. (CDN Headquarters)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

148 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:31/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
************************* at H&R Block (*****************************************************************************************) did not respond to any mail sent from the *** requesting a schedule * / spousal information. I called ***** several times to ask that she provide the information requested of her.H&R Block continuously sent incorrect information for my spouse (name, date of birth, SIN) resulting in delayed and reduced assessments/tax refunds. I still have not received benefit payments for those years, including child tax benefits.The request for that information was first sent by the *** in March. It is now August (7 months later) and because of H&R Blocks incessant mistakes and incompetence, my taxes for those years are still in review. *************************** threatened to not submit the correct information to the *** unless I paid the outstanding amount owing to them at that time, even though I selected the pay from refund option. They had not been paid in full because the *** needed that information to complete assessment and send my tax refund. I contacted H&R Block to submit a complaint. I was told to wait * days for a response, but did not receive one. I was told the complaint was sent to *************************** who closed the case without contacting me, stating I did not accept the explanation provided. I had to call several more times before ******************* (district manager) finally contacted me.The only solution he provided was to send the correct information that had been requested by the *** seven months prior. I do not accept this as an appropriate solution, given the unprofessionalism and mistreatment by this company. I sent him an email explaining my dissatisfaction and requested a full refund, but he ignored **** did not receive the service I paid for, I have suffered great stress and hardship and have spent many hours of my time and energy attempting to rectify their mistakes. I have not received income I would have otherwise received by now if not for H&R Blocks incompetence.
Business Response
Date: 05/09/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:14/08/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
H&R block are running ***** saying i owe them money ***$ they say there was a problem with my disability amount reported! well i brang them a t* and they looked into my file at cra and saw the same one. but then a few months went by and they said that i didnt bring my rent recipt! i said i am sorry i signed the doc that said all info is here and if there are any probs then h&r will take care of it they then waited * years to report it to collections where equifax has removed it 2x and now they went to trans union i have contacted cra and they dont seem to know what H&R block are talking about yet i have not gotten anything from cra staying there was any problems in said tax year H&R block has refused to show me anything that i would owe them money needless to stay thankfully the whole conversation was rec on my end so i may bring them to court
Business Response
Date: 14/08/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 15/08/2023
the problem is u forgot to add my odsp to the taxes even tho i told u even tho u saw it in portal to cra and they confrimed it. i have never ever had a problem with taxes and i use to file it on my own it makes no sence for me to not report it. and also its the 1st tax stub to make it out getting it mid jan for the past ** yrs and have filed it always its not my problem that u forgot and i told hr block that i would need to get it thru portal as i lost the paper. i always get to them to look as there has been times that i have forgot places i have worked as i have worked at many places but never have i forgot my odsp as it helps my disabilty tax credit h and r block made this error not me and i want them to fix it
fixing it means removing it from colletions and paying for there own mistake
i also want ****$ as u have effected my credit cuz of ur mix up and forgerting to file it... as i know its ur pratice to cheack protal to make sure everything is there and filed like the agreements states! or why eles would u check portal?
Customer Answer
Date: 15/08/2023

Complaint: ********

I am rejecting this response because: its not a good one? i already talked to them that how i found out u forgot to add my odsp to the taxes after checking portal and that was confrimd with CRA march ****

Sincerely,

***********************
Customer Answer
Date: 25/08/2023
not sure what ur asking me for more info for i responed 2x and they still havent not? what update are you looking for from me? like i said i am pretty sure its there turn to respond?
Business Response
Date: 05/09/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 05/09/2023

Complaint: ********

I am rejecting this response because: u have hurt my credit score if u are closing it and takin it off my credit report i want compensation ***$ just like u tried to lie to get me to pay *** i want *** cuz u falsely asdd this to a collections and hurt my score.. if i was aggerarive to ur staff its only cuz it wa nessasory to do so as again i never owed u anything and not haveing anymore dealing with u is fine by me i never going to use H&R block every again and will be posting all theses messages online so others can see aswell pay dont pay idont care i have enough to take u to small claims for damages so probaly ur best options is to settle here and now *** and remove ur ***** and collections from my credit report

Sincerely,

***********************
Initial Complaint
Date:09/08/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I file my taxes this year with H&R block. I have been using their company for the last 5years to file my taxes. Their agent made an error by adding my scholarship loans (Line *****) to my Annual income in (Line *****) which resulted to my Total Income in (Line *****) to high. The error calculations affected my Tax returns which also affected all other benefits payments for this year. I sent a mail with my complains to H&R Block Canada, complaining about the error one of their staffs did, but I have not received any reply form them till date. I submitted a T1 adjustment form to CRA, but was told that error would be rectified within a 3 months time frame, because i could not afford paying another fees to H&R Block for another tax assessment service.And the H&R Block branch where I filed my taxes, and it's temporary closed at the moment.Thank You.
Business Response
Date: 09/08/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 13/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Will also look forward to H&R Block contacting me to resolve my issue, and will also contact BBB to give information about any resolution met.

Sincerely,

*********************************
Initial Complaint
Date:27/07/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’ve tried contacting the H&R office in ********** ** for the past three weeks. I’ve left messages and went to the business location numerous times but it is never open. There is a sign saying they are open Wednesdays from 10-4 but nobody is ever there. No one has returned my calls I’ve left on voicemails. Very frustrating
Business Response
Date: 27/07/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:06/07/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been with h&r block for years and have always been satisfied until now. I got a notice of assessment for the **** and **** tax year and brought it to my h&r block professional accountant and she assured me she was going to fix it. And since i always pay for the audit and peace of mind i wasn't too worried about it...But on *** **** of **** CRA ***** ** ******* from my bank account. I did not owe them any money. My h&r block accountant ASSURED me it was a mistake and she was going to fix it. She is the Manger at your ****** ******* office ******************************************* I have sent her several emails and have called her many times but nothing has happened and cra has not returned any of my money. ** * **** ** *** *** ***** *** ************ ** *** **** ** ******* ******** ******* ***** ** ****** ****** ****** **** ** **** **** ****** * **** ** ****** *** ** **** ******** ******* ******* *** *********** ***** ******** *****
Customer Answer
Date: 06/07/2023
**** **** *** *** ********* *** ***** ****** **** ** *** ** ***** **** ****** *** ********* *******
Business Response
Date: 07/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 07/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am awaiting further discussion in an effort to resolve the issue at hand.

Sincerely,

******** *****
Initial Complaint
Date:30/06/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During ***** **** ****, i had arrived to do my taxes with ***** Block as I have used them before and have been satisfied with the work. the appointment was originally for me ******* ********* and ** ****** **** ****** ********* *** **** ******* ** ************ ***** **** ** ****** ******* ** *** ******* ** ************ ******** *** *** *** ********* ** ** ***** the appointment time was not enough for all the appointments and we discussed I do mine that day and my mother reschedule the other 2, which was done on may 1st, and this would also allow us to use a referral bonus if received on time. the referral requires me to 1st receive an email, respond and I would get a referral bonus code that can then be used a set number of times, the code in question entitles the one who gave the code a *** e transfer per referral up to a set amount ** ******* **** **** ****** *** *** ** ***** ** * **** **** ** ** ** ****** ** *** * ************* and a discount for the one using my code (** ****** *** ************ ******* ** ******** ***** *** **** *** ****** ***** ***** **** ***** *****) after my mother had done her taxes (had 2 discounts on the receipts) I only received 1 referral bonus. after talking to customer support, ***** has come to the incorrect conclusion **** ** ************ ******* *** ******** ** ** ******* *** *** ** *** ******* **** ** ****** ********** and they have still yet to give me what I am owed. I am filing this complaint because they have now wasted two months ******* ****** * ** **** * ** ****** e transfer still and if they expect my business they better make up for this. the whole situation is ******** **** **** *** ******** ******* **** *** * **** **** ******** * ******* *** **** ** *** ***** **** * **** ******** ****** **** ** ***** ** ***** ** ****** **** ** ***** ** *** *** ********** ********* **** ******* ** ***** ******* ** ******
Business Response
Date: 04/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 07/07/2023

Complaint: ********

I am rejecting this response because:
I gave the business several days to contact me. *** **** ** *** ****** *** **** *****

Methods are as follows:
************
************************************************
*******************************
I would prefer by phone but if there is any complication reaching me feel free to email with a time frame and call back number that works best for the representative that I will be talking to.
Once I have recieved a response and the matter is resolved then I will resolve my complaint through the BBB.
if you are going to reach out, I would request you do it at your earliest convinence ** ** ******** ** **** **** ***** ****** ** *******

Sincerely,

*****************************************
Business Response
Date: 07/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/07/2023

Complaint: ********

I am rejecting this response because:
i have given the business another week of business days to contact me.
i am tired of delays and tired of broken promises. I have been waiting since may for a promise given by my refferals. **** ** ** **** ** *** ****** ****** ***** ****
**** ** ****** ***************
**** **** ******** ******* ****************** **** **** ***** ** *** ******** *** *** **** ** ** ***** **** ***** ** ** ******** *** ** * ***** ******* *******

Sincerely,

*****************************************
Business Response
Date: 24/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 25/07/2023

Complaint: ********

I am rejecting this response because:
The business states both transactions have been sent.

I have attached a screenshot dated May 4th from my email address ******************************* where the transaction was sent.
to this date, both my emails: ******************************* and ****************************** have only ever been in reciept of the one transaction. As per the rules of the promotion, a customer may recieve up to several referal bonuses to a maximum. * **** *** **** ** ** ****** *** **** ** *** **** *** ***** *** ** *********** *** ****** ** ***** ** ********* ** *** **** *** ***** ** ******* ****** That is TWO transactions and TWO referals to new customers who had not done thier taxes with H&R Block.
No other transactions as per the referal bonus were sent to me. Not since I first contacted them in the matter back in may/june. And nothing since I filed my complaint with the BBB. In fact, since making my complaint with the BBB, H & R block has stated they would contact me, i have one number, no contact was made, no messages were left. I made sure my email was also left. No emails from h & r block have been recieved. Now h & r block is stating the other transaction has been processed. It has NOT been sent to me.
i would like to reiterate that during my attempts to contact customer service, the customer service representatives ALL stated that I was indeed owed the transaction amount and there must be some error. To get support I even contacted the location where we got our taxes done and gave them the complaint file number and they stated there was also an error and I was indeed owed the transaction.
* ** **** ******* **** *** *** **** * ***** ********* ** **** ******** * *** ******* ****** *** * ****** ** **** ****** ** **** ***** *** ** **** *****
The transaction can be sent to either my of email addresses:
******************************
Or
*******************************

Sincerely,

*****************************************
Business Response
Date: 27/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 31/07/2023

Complaint: ********

I am rejecting this response because:
Nothing has been recieved still from the business. ** ** *** *** *****

Sincerely,

*****************************************
Customer Answer
Date: 02/08/2023

Better Business Bureau:
I, *****************************, hereby state I have received and accepted the response from the business and allow the bbb to close the case as concluded.

Sincerely,

*****************************************
Initial Complaint
Date:16/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am representing my parents as POA in regards to their income taxes left with H&R Block-********** *****************. My parents left their personal income tax information with the local branch to have their taxes completed at the beginning of ***** ****. The Accountant fell ill and did not completed their taxes. My mother has made multiple attempts to contact the local branch to have the taxes completed. She was not successful at contacting anyone. She escalated her complaints to the head office for H&R block on *** ***** and was given a complaint number. She was informed that an accountant was being sent our from head office to complete the taxes and that they were to expect a call on **** *** to sign papers and file taxes for ****. That date came and went with no contact from anyone. I went to the office on **** ***** and was informed that the accountant had the file at her personal home and to expect a call the next day as they should be completed then. **** **** we did not receive a call to sign papers. I then contacted the owner of the branch and was informed that the accountant was once again ill and was not able to complete the file. That he promised 98% they will be complete for the following Wednesday **** **. I informed him at that time that was not acceptable and that we wanted all documentation returned to us so that we can have them completed by another office. At this point he was very reluctant to return the documentation. I informed him that they were the property on my parents, and that he has till Wednesday **** ** at 10 am to produce all requested documentation or we will seek legal action with his office. I also informed him that we will not be paying any financial restitution for the lack of services that should have been provided prior to ***** ****. I have filed a new complaint with head office **** ***** because the old complaint file was closed stating the issue was resolved.
Customer Answer
Date: 17/06/2023
POA can be provided electronically upon request.
Business Response
Date: 26/06/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 27/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, we would like *** ***** ******* *** ********* incurred by my parents for filing late income tax covered by H&R block

Sincerely,

*******************
Initial Complaint
Date:31/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction: ***** ***** **** Amount: ****** After charging my **********, the H&R Block online website did not give me an option to file my taxes **** *** *** **** ****). Even though my H&R Block account shows that I have the 'Premier - Order # HRB-************' status, there is no 'File' button on the last step.I paid for the service but did not receive the service from H&R Block. To avoid any penality from Canada *************** I had no option but to choose another tax filing service in order to meet the deadline ****** ***** ******I've already contacted H&R Block's customer service (online and phone) with the case number *******, unfortunately none of the customer service representatives were able to help after numerous troubleshooting (e.g. logout, change browser, clear browser cookies, etc...) but only to escalate the issue to H&R Block's management team. I was told that my refund request would be resolved in 30 days but when I called again on *** ****, there's still no update on the case number.
Business Response
Date: 31/05/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 31/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
At this time I cannot say I'm satisfy with the response as the refund is still waiting to get settled (It can take 10+ days to approve).

Sincerely,

************* *** ********
Initial Complaint
Date:29/05/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against the H&R Block office located in ***********. My recent experience with their services was marked by unprofessional and disrespectful behavior, causing significant inconvenience and frustration.During my visit to the office, the representative assigned to assist me treated me with complete disrespect. Not only did she handle my personal information, including my SIN number, address, and phone number, out loud in the reception area, but she also made derogatory comments about my name, stating it was a mouthful. This lack of professionalism is unacceptable and goes against the expected standards of customer service.Furthermore, despite having a pre-scheduled appointment, the representative showed disregard for my time. When another couple entered the office, she instructed me to sit back down and attended to them instead, resulting in an unnecessary delay of approximately one hour. Additionally, she failed to communicate the estimated wait time or provide any explanation for the delay, leaving me in a state of confusion and frustration.To add to my disappointment, the representative failed to resolve the issue I had sought assistance with. Instead, she prioritized socializing with her friends who entered the office, neglecting her responsibility to provide efficient and effective service to all customers.I am deeply dissatisfied with my experience at H&R Block in *********** and believe that such behavior is in direct violation of professional standards and basic customer rights. I ****** ******* **** *** *********** **** ****** ********** *** **** *********** ****** ** ******* *** ************* ********* *** **** ** ********** * ***************** *** *** **** ********* ** **** ******* *** * **** ******* ** * ****** ******** *** ***********
Business Response
Date: 30/05/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:29/05/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed my **** tax return remotely and was handled by ************************* from ********, *******. She erroneously doubled my reported income, resulting in over ******** in extra personal income taxes. When I tried to communicate her error, she would take a very long time to respond and eventually stopped communicating without having properly addressed the issue with CRA. As a result, I laid in over ******** of extra taxes.
Business Response
Date: 30/05/2023
The business responded to this complaint but requested that their response not be published.

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H & R Block Canada Inc. (CDN Headquarters) is BBB Accredited.