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

147 total complaints in the last 3 years.
58 complaints closed in the last 12 months.

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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:08/05/2025
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.
Called H&R Block in Mission BC about the cost to do my wife and my tax returns. Receptionist said it would be under $*** each to process our returns. I had explained that my wife and I are retired and on pensions. Pretty basic tax returns that we were charged $** per person last year. When we went to H&R Block to have our tax returns done the receptionist charged us double the price. I spoke to ****** the ****** Valley regional manager for H&R Block and he assured me they would refund my money. I returned the tax forms they had prepared the next day. They haven't returned my calls or my money since I spoke to ****** on April **, 2025.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 12/05/2025

Complaint: ********

I am rejecting this response because: I have not received a cheque from H&R Block. It's been four weeks since there Fraser Valley Regional manager, ****** informed me that I would receive a cheque.

Sincerely,

****** *********
Customer Answer
Date: 13/05/2025
Hello. I received my refund today. Thank you.
Business Response
Date: 14/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:07/05/2025
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 income tax with HR Block and have done so for the past several years- my refund was always directly deposited through them into my bank account- this year I did not receive my refund when scheduled by *** and discovered it had been deposited to a digital banking firm- ******** based in *******- I DID NOT authorize or receive any information that they had a connection with that bank and have spent over a week trying to access my money. ** ***** wanted me to accept their fees and terms and open an account in order to be able to transfer my funds. I refuse to provide them with my personal information. I have requested that the account be cancelled and transfer my funds to my personal bank via e-transfer. They indicated they would review my case but more than ** hours later I do not have my money and when I call they just escalate. I have also contacted HR Block and they have also escalated to management but no response. I am extremely frustrated but more so am worried that my refund monies will not be returned. I don't know how to proceed at this point.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:06/05/2025
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 2024 taxes online with ***** block - I picked the "remote expert option" whereby one of their tax experts is supposed to file your taxes for you once you provide them with all of the necessary documents. I have filed with ***** block for the last * years and had no issue. I had all of my documents in by April 24. I have sent many messages to the "tax expert" and only had one back that was vague....I don't know if my taxes are being filed. I have since contacted **************** at ***** ********************** where I was told it is was being escalated (file # *******) and have not hear back from anyone. My taxes are now overdue (today is May 6) and I have no idea what is happening.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:05/05/2025
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 filed my *0*3 taxes and paid for the peace of mind protection plan which covers up to $**** of additional taxes due to an error made by hr block. I was notified by *** in February of *0*5 that there was an item that was not included in my return, and that I was being charged additional taxes and fines for failing to include all information. I reviewed the documents I had submitted to hr block and the unclaimed tax form was in there and had been missed by the tax preparer. I called customer support to begin the peace of mind process on February ** *0*5, explained what had happened, did not hear back and called again on the **. On March * I was contacted by the Edmonton North district manager who instructed me to pay the fines and someone would contact me to set up a mailed cheque from hr block. I hadnt heard anything so on April * I called him to see what was happening he said he would get in touch with the peace of mind team and that was the last I have heard to date which is May 3rd. The fine paid was $******.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/05/2025

Complaint: ********

I am rejecting this response because:
It has been * months since my initial call about the error and * months since I heard back from anyone. Several weeks is not the same as months waiting for the issue to be resolved.
Sincerely,

****** *******
Business Response
Date: 14/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 15/05/2025

Complaint: ********

I am rejecting this response because:
The issue is not yet resolved, when the the money owed to me is in my account I will close this complaint.
Sincerely,

****** *******
Business Response
Date: 21/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 22/05/2025

Complaint: ********

I am rejecting this response because: I have been informed that the check is in the mail, when it arrives I will close the claim

Sincerely,

****** *******
Initial Complaint
Date:02/05/2025
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 went into the ************* location of H&R Block to get my Taxes done. My husband had passed away and I had transferred his **** to an ****. This should equate to zero taxes being charged and no affect on my RRSP limit. ******* worked on them and told me I owed ******. I told him this was incorrect and did he handle the transfer correctly. He said I am the Sr ********** and the "tax man". He filed my taxes as I thought I had made an error. The next day I contacted the company where the transfer had occurred and they called their lawyers (I thought perhaps they didn't send me an offset slip. But they confirmed I had everything I need. I then contacted the *** who said ******* did the taxes incorrectly and gave me the lines and amounts that need to be fixed by ******* and that he had to submit a schedule 7. I went back and this time got ****, who said he understood and would get everything fixed. I provided him with the *** information. He called me to come pick up the paperwork. I said what is the total owing now and he threw out "about ****", I also asked, to confirm, whether he had sent the schedule 7 to which he waved me off and said "I did everything". When I got home I looked at what he had done. He hadn't done anything the *** had said to do and in fact made a change that INCREASED the amount owing. I called him and he said the *** would be able to figure it out when they assesed it...I said NO...the *** needed that schule 7 to show them the amount was a transfer....he couldn't do the Schedule 7 from his office and would do from another office. He left a message saying it was done...when in fact he has submitted NOTHING to the ***. I made 2 complaint to their ***** number. The second time I asked for the district manager. They provided me with ****** at ************. I have left two messages and they will not respond. *** "the district manager "also happens to work at the same location. The *** is expecting me to pay ****** by May 5, 2025.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 08/05/2025

Complaint: ********

I am rejecting this response because:
1. They said it was submitted twice and it was, incorrectly.
2. They said they said submitted it a third time and they didn't.
3. Because they did not respond to my calls and the deadline was over, I have had to engage an accountant to deal directly with the *** on my behalf. After meeting with the accountant I have been informed it could take up to a YEAR OR MORE to correct what H&R Block has done. The accountant could NOT believe the incompetence, especially as this was simple and because I clearly informed them the first time they were doing it wrong and why it was wrong.
I am now requesting a full refund for what I paid to H&R Block for services not correctly provided on THREE occasions. I am also requesting to be compensated for any charges related to the accountant fees that I am going to have to incur as a result of this mess H&R Block has created.
That is all I am asking for.
H&R Block should consider themselves lucky I am not asking for more/going to small claims court/bringing this to the media considering the stress of this situation (they knew I was weeks away from moving to another province due to the passing of my husband),and the time this has taken time me away from work during my last few weeks prior to retirement and the oncoming stress for the next year or so. To be clear, this is not a threat to do the above, it is a promise, if H&R Block does not accept responsibility for this mess and compensate me (as noted above). ALL I WANTED was my taxes done and done correctly. H&R Block has been removed as my representative with the *** as a result of this mess.

Sincerely,

******* *****
Business Response
Date: 14/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:02/05/2025
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 booked a *am appt on April 2*th with local H and R block. I submitted all required paperwork and was assured that the taxes would be completed by end of day or at the latest early the following day the ****. I have an independent contracting job which results in large taxes owing at the end of the year approx *** in my estimation. we received a call on the 28th at the end of business hours, and returned the call 5min later with no answer, left a message to call us back. Followed up with another call the following day on the ****, still no reply. Went in to the office on the 1st of May at ****am (late filling), and the taxes had not been completed, and they were unsure as of why, assured me they would get in touch with **** the tax expert who was assigned our case (now no longer working for the branch as she is seasonal). No call back. I will now have a late filling fee of 5% added to my taxes which will be about **** dollars. This is unacceptable.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:01/05/2025
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.
H&R Block staff in ********* ************* did not provide good customer service or answer my calls. I was not given clear explanation about my tax file until I called my lawyer.
Business Response
Date: 01/05/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 01/05/2025

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:01/05/2025
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 formally complain about the poor service and excessive fees I experienced at your ********** office (Office ID: *****, ******************************************On March **, I submitted tax documents. I received a voicemail on April 3 about a missing document, but no follow-up until I called on April 25. Due to work hours, I asked to email the missing form but was refused and told to bring a paper copy in person. I delivered it on April 25.On April 28, my calls were not answered and voicemails went unreturned. I took leave from work to visit the office, only to be told my return would be processed on April **. On April **, I was then informedwithout prior noticethat the tax preparer would not be mailing my return due to "the date being the deadline". He refused to provide a mailing address or assist further, told me to "search online," and provided no explanation of my tax results.I was charged $*** each (total $***) for two very simple tax returns, which is far higher than average and unjustified. Others paid as little as $** for the same.I am requesting a full refund for the following reasons:1. Incomplete service I paid for full tax services, which should include preparation, submission, and explanation. Although I submitted my documents on time, the office refused to mail my return and did not explain my tax results.2.Unreasonable pricing I am a full-time employee with very basic tax needs. The $*** fee is excessive for such a simple return.3. Unprofessional behavior The staff was impatient and unwilling to communicate. If I had gone in later on April **, I would have missed the post office closing and filed late. H&R Block did not to warn me that I had to mail the documents myself.4. Poor quality of service Despite my correct address appearing repeatedly on all the documents I provided, H&R Block still entered an outdated address from four years ago on the tax return.
Business Response
Date: 01/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 06/05/2025

Complaint: ********

I am rejecting this response because: Today is the final day of the * calendar days, and no one from H&R Block has contacted me to address this issue, which is very similar to how they delayed processing the tax return I submitted on March ** until the final deadline.

Sincerely,

******* *****
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 08/05/2025

Complaint: ********

I am rejecting this response because:
1. It was not my personal delay that caused me to retrieve my documents on the deadline day. I submitted the missing rental property documents on April 25, well before the deadline. I explicitly requested that my return be completed on April 28 or 29, but this was refused by the office, leaving me no option but to complete the process on April 30, the final day. I was forced into a last-minute rush entirely due to their lack of flexibility.
2. Despite knowing the return would only be ready on the deadline, the office gave me no prior notice that I would have to mail the documents myself. Not even during the phone call on the morning of April 30, when I was simply told to come pay, was I informed that I would be required to handle the mailing. I was left with only a few hours before the post office closed, without warning, which was highly stressful and unprofessional.
3. The staff demonstrated poor attitude and a lack of professionalism. When I asked, in a state of urgency, how to mail my return, the preparer refused to assist me or provide an address. He impatiently told me he didnt know and that I should look it up online. Such a response is completely unacceptable from a professional tax service, especially one charging $*** for a simple return.
4. The company has yet to address another serious issue: the return was submitted using an outdated address, despite my current and correct address appearing clearly on all submitted documents. This mistake could have caused serious consequences, and no explanation or apology was provided.

In light of these points, I maintain that the service I received was far below acceptable standards, and I respectfully request the appropriate authorities to continue reviewing this matter. Thanks.

Customer Answer
Date: 08/05/2025
Even if it was the last day of the deadline, HR Block had absolutely no justification for refusing to mail my return - that was part of the service I paid for. Submitting on the final day is still on time, and their refusal to fulfill their basic obligation is unacceptable.
Their statement is simply false at no time did they provide me with any address. In fact, when I asked where I could deliver the return directly, the staff member replied, Its too complicated for someone who doesnt know anything just mail it, and then refused to give me the mailing address. This is not a miscommunication it is a deliberate act of negligence and a blatant lie in their response. I was left to handle everything myself, with no support and only hours before the post office closed. For a professional tax service to behave this way is not only dishonest, but grossly irresponsible.
Customer Answer
Date: 09/05/2025
While I appreciate the Better Business Bureaus effort to document both sides and facilitate communication, I remain deeply disappointed by H&R Blocks handling of this complaint. The company responded in a formulaic manner, avoiding accountability, and provided no meaningful solution or apology.

This was not a case of simple miscommunication or misunderstanding it was a pattern of negligence, poor service, and dismissiveness that culminated in last-minute stress and financial risk for me as a client.

More troubling is that H&R Block did not directly address the core issues I raised, such as their deliberate delay until the filing deadline, their refusal to mail the return, and the unprofessional attitude of their staff. Instead, they chose to issue a generic position statement, which shows how little they value customer trust, especially in a service as sensitive as tax filing.

I will continue to pursue this matter with the ********************************* and the ******************* as I believe H&R Blocks behavior reflects a broader issue of deceptive or negligent business practices.
Initial Complaint
Date:30/04/2025
Type:Sales and Advertising 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 online tax preparation software allows clients to choose the level of package which suits their needs. The more features the client requires, the more it costs. The software claims that the client can easily change their package at any time (and it prompts the client many times to upgrade) however it does not allow a client to downgrade their package. In my case, I completed my return which took me over ** hours and I accidentally selected the most expensive package when "checking out" which is $****** (for a spousal return). The software does not allow me to downgrade the package to what I actually need nor can I submit my tax return until this $*** fee is paid.I contacted the Customer Support line in the hopes that a back-office process / management might be able to downgrade my package so that I can select and pay for the appropriate package so that I can submit my return (H&R case number *******). H&R's only solution is to delete the entire return and start from scratch again. This is not an acceptable business practice. Only allowing clients to purchase increasingly more expensive packages as opposed to choosing ones which fit and meet their needs. Every reputable company who conducts business on the internet allows the clients to select what they actually want / need and not forcing them into products which they don't need want.
Business Response
Date: 01/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:30/04/2025
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.
In April **25, I received a promotional coupon through *****, offering a **% discount on H&R Block tax services, valid until May 1, **25. The coupon included H&R Block branding, terms, and instructions, with no disclaimer indicating an earlier expiry date. The coupon code provided was ******.On April 16, **25, I visited an H&R Block office to redeem the offer. Staff declined to honor the coupon, claiming that the promotion had expired on April **, **25contrary to the coupon terms.I immediately contacted H&R Block head office by phone. Their team arranged for a district manager to email me. In the district managers email, they confirmed:The coupon code ****** was not active in their system.The promotion had ended on April **, not May 1, despite what was advertised.I replied to the district managers email, attaching a screenshot of the coupon showing the May 1, **25 expiry date and asking for a solution. I received no further response.Due to the approaching tax deadline, my husband and I had no choice but to proceed without the discount. On April 26, **25, both of us completed our tax filings at H&R Block and paid full price:My husband paid $******.I paid $******.The total loss due to the refusal to honor the advertised discount is approximately $******.I believe this situation constitutes false or misleading advertising, and I respectfully request assistance in pursuing a resolution.
Business Response
Date: 01/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 01/05/2025

Complaint: ********

I am rejecting this response because: Thank you for following up. I have reviewed the business's response, which simply states that someone will reach out to me. As of today, I have not been contacted by anyone from H&R Block management, nor have I received a resolution or further communication.
Therefore, I do not consider this response satisfactory at this time. I would like to keep the case open until the business follows through with its stated intention and a resolution is provided. I will update the BBB once I have heard from the company and the matter is resolved.
Sincerely,
*** ***

Sincerely,

*** ***
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 08/05/2025

Complaint: ********

I am rejecting this response because:Thank you for sharing H&R Block's response. However, this situation remains unresolved. The coupon code in question was not only provided directly by H&R Block but also prominently displayed on their own website, which clearly suggests it is their responsibility, not a third party's.
Given the conflicting responses, I kindly request BBBs assistance in mediating this matter to determine who should take responsibility for the promotional offer. I believe this will help both parties reach a fair and satisfactory resolution.
Thank you for your continued support.

Sincerely,

*** ***

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