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:15/05/2023
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.
On ******** ** I went to get my taxes done and couldn't because my t4s weren't in yet, so I had to come back. I got an email and returned on ***** *** to finalize my taxes, I signed the privacy document (which they have on file) and when they called my name I went to the cubicle of the only working staff member, and went thru my paperwork.... Signed a few documents and left. A month later I get a reminder about finishing my taxes before may 1st. So I called the h&r block I went to .... They have only the one document. I call the main office.... They have no idea what I'm talking about, when I fill them in they don't seem at all interested in helping me so I called the ******************************************* I even got a ref number. Two weeks layer the head office calls me saying my file got dropped on his desk by his supervisor asking him to look into what happened ** the file is all but blank. So I filled him in.... Another week goes by (***** *** ****) and still nothing .... And now after speaking to the **** number again and filling them in again... The head office in ****** calls me and asks me what's been going on. AGAIN. Because there are no notes in my file and she doesn't have a clue whats going on.... So now I'm 15 days past tax season my taxes have up an vanished and still have not been filed and h&r block ** ********** *********
Business Response
Date: 15/05/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:10/05/2023
Type:Billing 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.
On ***** ** **** my spouse and I ent to H&R Block in *************** office # *****. After overcharging my wifes ********** ****** they said that they couldnt process reimbursement on the card and that a cheque for the overcharge would be sent from the head office within 3 weeks. After 3 weeks and no reimbursement I contacted the customer support line and was told a regional manager would contact **. ******************* contacted us 2 days later and told ** the cheque was issued but no unit number on the address so it was not delivered and that they would send another one. After 3 weeks I contacted ******************* who told me the same issue with no unit number on the address happened again and that he was mailing ** another check on that day with the corrected address. Today , 2 weeks after that and no cheque I contacted ******************* and he told me he would have another cheque issued with the corrected address and that I should stop complaining as our issue was being looked at and thing happen. We feel that H&R Block Canada is not taking the issue seriously and ** ******* every ***** counts in the economic climate we live into. 2 months to correct a simple billing error on their part ** ********** *** ***** *** ********. *** ******* * ** ***************
Business Response
Date: 11/05/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 12/05/2023

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.

Sincerely,

*****************************
Initial Complaint
Date:02/05/2023
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.
i purchased what was supposed to be unlimited live chat/calls for ***. On the emp exp page, it doesn't make clear on the first page that says "add office supplies" (not me) but then underneath separately says "add another expense" whether hydro/internet are to go on this page or the following page. While those things are mentioned on the 2nd page, it wasn't obvious if we are to put on Page 1 as well as that page talks about general expenses to pay for an at home office.Before purchasing, it didn't mention there was 1hr wait. Although it didn't take that long, the lady that called,. I had other questions I wanted to ask and she said that she knew nothing about ****** taxes, as it's handled differently.** ********* ** ******** * ***** ** ** *** ***** *** ** ******* **** **** **** *** ********* ********** * **** ***** ** **** ***** ****** *** ****** ******* ********** Chat was never available, and it said you guys closed at 3pm ET. I wasn't expecting after paying for H&R to be basically closing.*** *********** *** ******* **** **** ** *** ***** * *********** *** **** ** ** *** ************* ******* ***** *** *** **** **** ********** * ****** ** *** ******* ***** ***** *** ** ********** ******* * **** ****** ** ** ******* * ******** ****** *** ***** *** *** ** ***** * **** *** ********* ***** ******** ******** **** ** **** ***** Basically, I paid *** for a question to be answered, that really could have been clearer with the software itself, and couldn't get help with the quebec questions, could never get chat support, and support ended at 3pm, something I wasn't expecting ***** * **** ***** *** ***** *** ******* *** **** ***** ************* ****** ******** ****** **** ** ****** **** **** ****** **** ** ***** ******** **** **** *********** but still want to use the temporary flat method. These are examples of areas not clear on the software.Please refund me the *** additional charge. Thank you.
Business Response
Date: 02/05/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:17/04/2023
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 attempting to file my taxes over the **** tax cycle. I have made an appointment at the H&R Block on ave ********. The appointment is at 19:00 with a *********************. I arrived promptly 5 minutes prior to my agreed appointment time. Once I arrive I am told he will be with me shortly. However nearly an hour passes and after constant badgering I was able to finally see him. Once we sat down all was good. We files my taxes and my girlfriend attended this meeting with me. ********************. After he told me everything is good to go and he will speak to his manager the following Friday about applying a promotion as he hadnt had to do much work and the last location had also done this. The following Friday comes no call. Monday through Friday of the next week same deal. The next Friday I arrive on location and demand to speak to him as they had hung up my calls and not answered me. He told me he was able to call me after that client meeting and over phone we will handle payments. Many hours pass and he has again not contacted me so I drive back before they close and he gives me a run around. **** * ******* ** **** ** ******** ********** **** * ******** ******** *** ** ** *** ********* ** **** ** ** ** * ****** ** ******** *** ******** *** ****** ****** **** ** ********** ** **** ********* ** ******* ** *** ** ******* *********** ***** *** ******* Ultimately a service was offered and contracted and not completed as said or agreed *** ***** *** ** ** **** ***** ******** *** *** ******** *** ***** **** **** **** ********** *****
Business Response
Date: 17/04/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:10/04/2023
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.
During the **** tax season I connected with H&R Block, was assigned a tax representative, however after multiple attempts to connect with them there was no reply (screenshot attached). I called and reached a representative who was apologized and stated that he would complete my taxes *** **** ** **** (email attached). In spite of this, I was charged for my tax return in **** (********** ** ****** **** ****** ********). This year, in March of ****, I was unable to login to CRA and they indicated that my taxes weren't filed last year. I called H&R Block and they said they were filed. Then I decided to drop my taxes off in person and ask about what CRA said about my taxes being incomplete. The representative said they would get back to me ASAP regarding this matter and offered that the representative who had completed my taxes last year was actually in that day - that was on March 18th. On March 22nd I received a customer ID via email and now it is April 7th and I have not heard back in any way. This has been stressful and I find it highly disrespectful of me and my time.
Business Response
Date: 10/04/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:16/03/2023
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 used their online service to file my taxes. Purchased the protection plan and expert review plan. The netfile wouldnt work. Talked to the *** they said it was an H and R Block issue. Now I cant get a hold of them to issue a refund. I paid for services I am unable to use due to issues with their system.
Business Response
Date: 17/03/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 17/03/2023

Complaint: ********

I am rejecting this response because: Looking into it is not the refund I am requesting. The order confirmation number that should be refunded is HRB-************. That should help them find and refund the charge for a service I am unable to use due to a fault on their end.

Sincerely,

*********************
Business Response
Date: 21/03/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 21/03/2023

Complaint: ********

I am rejecting this response because: They want me to verify information which I have already done as well as spend hours on the phone with the *** to tell me my information matches. I just would like the services I can not use refunded receipt number is

Sincerely****************** *** ****** should be refunded to me then I will be happy to close the complaint.

*********************
Business Response
Date: 06/04/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 07/04/2023

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.

Sincerely,

*********************
Initial Complaint
Date:08/03/2023
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 taxes online and was sent a summary that stated my refund amount. I am a student and money is an issue for me so this was supposed to help me out until the end of April. I went into the office after making an appointment to sign some things and get my instant refund and was told a typo was made so my refund was actually a lot lower than the summary said and I couldn't even get the instant refund because the amount was too low. It was $400 off because of this typo and I don't have money to throw around. I had a similar thing happen last year but the difference was $1100 because of inputting something wrong. The tax "expert" also said she had been doing this since 2013 so typos like this shouldn't be happening. I had my hopes up I wouldn't have to skip buying groceries for a few weeks and would be able to afford a checked bag for my flight home.
Business Response
Date: 08/03/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:28/02/2023
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 have filed taxes now with H&R block and have had paid money in the past. I now have been re-assessed multiple times and the *** has noted that H&R block has claimed many benefits without seeing if I was eligible. Now I owe *** a lot of money and interest. I called H&R Block and has been told there's nothing that can be done and If I would like to purchase a time slot with a representative I can and they can take a look at the issue that they made. I will not be paying AGAIN for a service that they were the ones who made the mistake. After being told several times someone will call 3-5 business days, I just get the same lady saying nothing can be done. I will be looking into lawyers if necessary as this is a lot of money and a ********** claim they have made. I can explain more clearly via telephone.
Business Response
Date: 28/02/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 28/02/2023

Complaint: ********

I am rejecting this response because:
I have been told I will be contacted by management in 3-5 business days multiple times without resolve. The *** is now charging interest and I'm looking for reimbursement as the interest is now occuring. The only solution that was offered to me was to pay for "protection" which was explained to me as someone would "look into it" but it is a paid service. Claiming benefits through the *** that I was not entitled to is ********** and should be penalized as s such. There was no way I can opt out of this as it is automatically added to the tax return without my knowledge.
Personally, I believe I should now have to pay for "management to call me so they can look into it" as they said someone will call in 3-5 business days which has not happened as it was only an employee. Very unsatisfied.
Sincerely,

***************************
Business Response
Date: 03/03/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 20/03/2023

Complaint: ********

I am rejecting this response because: I don't see how many resolution has been offered. I have gotten a automatic email asking to buy a service that no one can answer if it will even help or give me any answer to my specific issue
I don't think it is fair to cost me thousands and then ask me to buy another product just to fix the first issue. Also no answers to my questions that I have asked via emails.
Sincerely,

***************************
Initial Complaint
Date:17/02/2023
Type:Billing 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 paid *** for h&r block to do my taxes i got a reassement from cra *** ** **** saying there was error on my taxes and i owe back ****** do to error h&r block made on inputting my cpp i paid for year number was no where near what was on t4 after six calls i finally got agent who did my taxes they appagized and offer ***** back
Business Response
Date: 17/02/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:02/02/2023
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.
I filed my 2020 and 2021 income tax with their ************* ******* office. Both years were completed by ********************. As has my wife. We now owe over $11000. Due to his lack of tax preparation knowledge as well as his federal tax law. I had all my T4s present in hard copy. However he only entered what was in the system (***?). So this resulted in my total income to be significantly lower. ****** also insisted that we file single for 2020 because we werent considered common law. And affecting obviously everything in as far as taxes are concerned. We have reached out to the ******* ******* office. When I was told that they only enter information provided by *** even if I have other information during filing. I really dont think I have enough space to list everything affected concerning my wifes taxes as well as mine. We asked them to refile 20 & 21 and the ******* office has refused. An agent from the *** advised us to call them and ask them to do that. We are now being told we didnt pay for their so they dont have to help us. So essentially we have paid them roughly $600 over 2 yrs to have our taxes done just so we can be buried in tax debt because of ********************** complete incompetence.
Business Response
Date: 02/02/2023
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.