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:29/04/2025
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.
My son completed his tax filing at HR block and he did not get charged student rate snd gut charged a full rate. He was not aware there was a special rate fur students snd paid it and didnt say anything. I went back the same day ( ** April 2025) and let them know hes a student snd should get a student rate, snd ask them they add his Tuition tax credits to application. They added the tuition credits but refused to refund back fur extra cost up his taxes. He paid *** and as a student it should be *****, I asked them to give me a mangers contact to complain about it snd the person at the reception desk refused to give me any contact to make a complaints. I gut the sense she wanted to protect her Freind and did not follow normal protocol in giving me a contact for who I can further escalate or complain to. This is a very unprofessional manner to deal with my situation.
Business Response
Date: 01/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:28/04/2025
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.
I helped my son complete his taxes using the H&R Block Online Tax Return, which we have used for previous returns. He's currently a full-time student and under ** years old, so we choose the option to start filing for $*. The software suggested he use the Premier package, but it allowed him to start for free. When we got to the end of the process, the only option was to pay the fee BEFORE he could file his return. He completed the process, but then saw that it should be free for someone his age. Even my own return came up as a Deluxe package, which I did not mind paying. However, it's false advertising that his should be free, then 'sell' him a higher package than what he would have needed. When we went through the customer support, I was told the free offer for under ** expired on April **, which is not what the site states. They told me he could not downgrade the package that was recommended unless he started a new return. They gave me a support link regarding not being able to download options, however, the next statement said that all packages were free for anyone under **. We tried contacting them again (same agent) and he said he didn't give me the link to the site. He escalated the request for a refund and said that it takes 3* days and I would be notified if we get the refund. We have never had an issue with the software in the past and I don't know why it's so difficult this year. I feel like the under ** is false advertising, my son was overcharged, and we cannot contact anyone who can resolve the issue now, not is 3* days. H&R Block should be more accountable in regards to their software and how they charge their clients. Especially one who is a full-time student and under **...why would it ever suggest the $***** Premier package?? We also asked the customer service agent for a transcript of the conversation (Chat) and they said it would be an option once we finished, but there was no option.
Business Response
Date: 01/05/2025
The business responded to this complaint but requested that their response not be published
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:22/04/2025
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.
I completed my taxes with H&R Block on * March 2025. I have done my taxes with H&R Block every year since I can remember doing taxes on my own. I barely have problems with filing my taxes with them. This year, however, I am thoroughly and utterly unimpressed. As an active user of the *** my account, I was checking my updates and realized that there was an update that stated my entire refund had been sent to H&R Block even though H&R Block told me I wasnt entitled to my full refund and so they gave me a refund and deductedabout $*** off of it. H&R Block has refused to contact me the employee that did my taxes has not called me or connected with me the way I have given my email and my phone number after I sat with her for ** minutes explaining the situation she gaslight me into believing could not have happened. Eventually, when she went and spoke with her superior, I overheard them speaking and her superior supported what I was saying and backed up my knowledge of how their system worked. That somehow that money got sent to H&R Block. are going on two months of this, which is absolutely unacceptable. Where is my money? I still owe money for the bill I was told was getting paid and now H&R Block seemingly just wants to take almost $**** from me which should be illegal and nobody is doing their diligence in making sure a single mom of two kids that group in the ****** care system get some support. This needs to be fixed ASAP and somebody to contact me because Im gonna go in tomorrow to speak with H&R Block because this is absolutely ridiculous. Do better and be better as a business. Im also gonna be seeking a refund for the amount. I paid to file my taxes this year because this is absolutely ridiculous. And a waste of my time and time is money.
Business Response
Date: 24/04/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:21/04/2025
Type:Sales and Advertising 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.
Using H&R blocks online services. It forces you to pay the package that it chooses ( even if it is incorrect for your tax purposes). There is no way to change the package or to downgrade. **************** simply tells you to start over and file another return. This is extremely time consuming and as I found doesnt actually work as the exact same thing happened a second time. You are also unable to delete the unfiled returns you have filled out. So they are keeping your data with no way for you to delete it. They offer no solution leaving you to overpay, file incorrectly or go to a different provider and start from scratch. There was a lawsuit in the *** for this exact reason that they lost and were told they had to change by Feb of 2025, I am unsure why nothing hasn't changed in Canada. But the same legislation needs to be brought against them here. It is a total bait and switch with no way to change it.
Business Response
Date: 22/04/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 24/04/2025

Complaint: ********

I am rejecting this response because:
they say they are still looking into it

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

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:17/04/2025
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.
I did my taxes and opted for instant refund. I was given a ***** block Advantage card and so when I tried to e transfer the funds to my bank account funds disappeared and despite been told this will be Escalated, there has been no response. Doing some research shows now it's not just me. I will be reaching out to my lawyers and file a police complaint alongwith reporting this ***** to *** if not resolved ****. Can't believe such a big company can be a *****!!!!
Business Response
Date: 17/04/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 17/04/2025
Thank you so much BBB for aiding a response which I had been deprived of for past few days. I will wait to see if my tax return is reimbursed back to me before I'd close this. I really appreciate you guys. Thank you.
Customer Answer
Date: 17/04/2025

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. The funds were put back. I really appreciate this, you guys made my day. It's really assuring to know there's an organization that stands up for us consumers.

Sincerely,

******* ****
Initial Complaint
Date:17/04/2025
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 opened an account for the 2024 tax year on April ** The representative is:***** ***** ********************************************************* Telephone: ************ As far as I know, she is not working on my file. I have messaged her and called her office on April 1** She is not responding at all.I left a message with the admin staff who answered the phone. She confirmed that ***** was in the office at that moment and that she would forward my query. However, the admin staff could not find any record of my file, which was extremely concerning. I informed her that:1. I am very worried that they do not have any record of my online account. 2. *** is reporting a data breach involving H&R Block. 3. ***** is not communicative.The admin staff said they would mark my call as urgent and inform ***** right away. They have still not called me to address my concerns.
Customer Answer
Date: 17/04/2025
I have contacted th* ********* ***** ***** office and was referred to the **** ********* office.

I spoke with the manager, *********. While on the phone with her, I deleted my uploaded documents. She stated that she is unable to delete my online account from your records and that I have to contact head office and have someone there delete the account.

My updated request is for my file and online account to be deleted from your database.

Thank you.

******.
Business Response
Date: 17/04/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 17/04/2025

Complaint: ********

I am rejecting this response because:
Please refer to my update, which I provided after my initial complaint. I contacted two offices and both referred me to head office. They stated they could not help.

Sincerely,

****** *****
Customer Answer
Date: 17/04/2025
The district manager has contacted me. The issue is being resolved.

Thanks
Initial Complaint
Date:11/04/2025
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 filed my recent tax return at my local hnr block . They with held ****$ that was suppose to be sent to the government, it was not . I do reacted CRA about this , they have stated they didn't request and with holdings from hnr block and have not received anything from hnr block . Hnr block has my money and will not return the ****$ that they have no right to with hold .
Business Response
Date: 17/04/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:10/04/2025
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.
Hello i get my taxes done through HR block which has its own prepaid mastercard (H&R block advantage reloadable) issued with Digitial commerce bank which all my government payments go to. The card recently switched from ** to liberty and i followed the steps to activate it. Though i can see my money i cant access it and when i try to call the company i cant get ahold of anyone. Yesterday alone i spent 6 hours on hold just to have my call dropped. Every time i call its a *hour wait and my call always drops. Ive tried emailing multiple sources, calling multiple numbers, calling my hr branch and dc/liberty and all ends get me either no solutions or no responses. Furthermore the voicemessage i listen to while on hold says my direct deposits will no longer go to my account but doesnt tell me how to resolve this. I have tried everyday to get in contact with the company as i desperately rely on these funds to care for my children. Are you able to help me?? Thank you for your time.
Business Response
Date: 11/04/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:10/04/2025
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.
Hello,I used the H&R Block online software to file my taxes. At the end, after spending hours inputting my information and I was ready to file. I was asked to pay $** for "expert help". However, I didn't use any help. I did the return totally on my own. I called H&R Block to ask them to simply remove that additional charge, they said no, it can't be removed. you have to start a new return. This is not acceptable. They can't force services and fees on tax payers. I'm asking to remove that $** fee. I may have to pay to file my tax, I'd like a refund pls.thank you,*****
Business Response
Date: 10/04/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 10/04/2025

Complaint: ********

I am rejecting this response because: I can't wait * days, I want to file my taxes ASAP. H&R Block should be more responsive to customer complaints especially when they are trying to force me to pay for a service I didn't use.

Sincerely,

***** ******
Business Response
Date: 17/04/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 17/04/2025

Better Business Bureau:
Thank you very much for making H&R Block do the right thing. thanks BBB.

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:10/04/2025
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.
Date of Transaction : * February 2025 Amount Involved - ****$ as retainer fee taken What Business committed I am writing to express my dissatisfaction with the service I received from H&R Block(******************************************************************). I paid $***** for the preparation and filing of my tax returns for both ***************** and Canada. Unfortunately, despite repeated follow-ups, my tax returns have not been filed, and the process has been significantly delayed.Given the lack of service and the delays, I no longer wish to proceed with filing my tax returns through H&R Block. I request an immediate refund of the $***** paid for the service that was not provided.I have already raised a complaint with your headquarters, case number *******, but have not received a resolution. Therefore, I am now reaching out to the Better Business Bureau (BBB) for assistance.Thank you for your attention to this matter. I look forward to a swift resolution.-
Business Response
Date: 10/04/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 10/04/2025
When I raised the complaint with Head quarter of H&R block at that time also they told same thing that management person will follow up. Can you please provide the proper resolution instead of providing the generic reply.
Customer Answer
Date: 14/04/2025
They just provided generic response that they will look into the issue, not even tried to reach out .

Complaint: ********

I am rejecting this response because:

Sincerely,

******** *****
Business Response
Date: 15/04/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 16/04/2025
How much more time is required , can you please give some reasonable reply
Complaint: ********

I am rejecting this response because:

Sincerely,

******** *****
Customer Answer
Date: 23/04/2025
Can you please provide more information on this issue , what is going on ? will H&R block resolve this issue or not?
Business Response
Date: 24/04/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 24/04/2025
Complaint: ********

I am rejecting this response because a lot of weeks has been passed but nobody provided me any valid response and not even provided the refund .
I think rejection are not vague but response from business is not proper , Either they are saying we are looking or management is looking .
I want to hear what you did related to this complaint , what is the response from other side , will you refund the amount or not ?

Sincerely,

******** *****
Business Response
Date: 14/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/05/2025
Can you please provide in written what exactly happened and what is the resolution , what are the action taken that it should not happen in future.

Complaint: ********

I am rejecting this response because:

Sincerely,

******** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

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