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.
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:01/05/2024
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 online taxes with HR Block (V-**** *****************, *********) on March **, 2024. The HR Block FAQ's website states "Youll be quoted a price once youve uploaded all your documents, before your Tax Expert begins to prepare your return." I have not to date been quoted any price. The individual who was working on my taxes stopped responding to me for almost a month and then passed me off on April **, 2024 to another agent noting that that individual would take care of me tomorrow. I have written 3 follow-up messages that have not been answered or responded to. I called the office and because I do not speak french, was hung up on. I called customer support and despite being open hours, the line noted the office was closed and I could not contact an agent. It is now past filing date, I have no idea where my taxes are at and whether or not I am now late in filing them. I have not been communicated with once regarding the documents I sent in and have no idea how to proceed.
Business Response
Date: 16/05/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:30/04/2024
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.
H&R Block tax software forced us to upgrade from Deluxe to Premium. For no reason. Our taxes are simple. We could not see a way around it, customer service was closed and there were no FAQs about it. We went from $** to $** for no good reason.
Business Response
Date: 14/05/2024
The business responded to this complaint but requested that their response not be published.
Business Response
Date: 14/05/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/05/2024
Here is the receipt. It may be under *********************** I hope this helps. Thank you.
Business Response
Date: 24/05/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 27/05/2024

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:29/04/2024
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.
On March **, 2024 I filled out a form for an appointment with H&R Block at *************************************************************. When I arrived my appointment had been deleted. I left, and I called H&R Block *********** to raise the issue but nobody was available, nobody returned my call. I got a call back from the agent I had the appointment with ****** **** and she told me she would offer me a free return. I went back the following day with my receipts but she needed more, so we made an appointment for me to return with those documents April **, 2024. When I arrived she had lost/misplaced my original set of documents and further told me the offer to do the free return had expired. Firstly, she made no mention to me the free return was time sensitive, secondly it is unacceptable she lost my tax return documents, and to tell me I never handed them to her which is a ***. She is very unprofessional and H&R Block should be liable for her behavior and misleading me about doing a free return.
Business Response
Date: 14/05/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 21/05/2024

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, only on the condition that I am indeed contacted and we are able to come to an amicable resolution.

Sincerely,

*********************************
Initial Complaint
Date:18/04/2024
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 went to H&R Block in my town of ******* and received an instant refund in February. When I received confirmation from CRA of my refund it was more than what they gave me minus their fees. *** said on my file they sent refund to the discounter which is head office in *******. They owe money to myself and my husband which sums over **** dollars. We called the head office in March and was told there was a refund waiting for us but issues with printing it. We called again on April ** to be told the same thing but she was going to call me back once she spoke with her supervisor to get an eta on when we can receive it. No call back. Called again April ** as I dont get a call back, to be told they are waiting for the supervisor to find out what the issue is. I am sorry but this is a lot of money to be sitting on and an error on their end when filing. We want our money back ASAP.
Business Response
Date: 19/04/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:11/04/2024
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.
Filed both 202* and 202* taxes remotely with tax expert J*****. Received remittance forms from *** in August 202*. I called *** and was told it was optional to pay. Received additional remittance forms in March 202*. I received my tax assessment on April *, 2024 and it shows $****** in installment interest. I called *** and was told that as I owed over $******* in taxes I had to pre-pay. I told them I was not told that in August 202* and I received a form to apply for relief due to incorrect information provided. I also contacted the local H&R Block office and was told that I was to pay the *** when asked. I indicated that ************* never told me to expect these remittances when I filed for tax year 202* or tax year 2023. I have asked for compensation of $**. ~$*** for tax preparation fee 202* + ~$*** for tax preparation fee 202* - * remittance forms = ~$**. They have continued to ignore my repeated requests for a response and I am now escalating to BBB.
Business Response
Date: 19/04/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 19/04/2024

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:10/04/2024
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 falsely advertised the pricing of its product - couples pricing for the Premier package was shown as $***** on the splash page, while it showed $***** at checkout for the same package all on the same day. An attempt to resolve the issue with **************** proved fruitless, because the agent first mentioned that pricing has gone up while apologizing that it was not yet reflected on the splash page despite confirming that they were seeing the same discrepancy on their end at that time, as well. A case was filed with management to review and get back to me within *** business days. After not receiving a response in over a week, I followed up just to be told that I will need to wait longer without any guarantees. Result is that H&R Block increased prices by almost **% without properly indicating in advance, forcing me to falsely committing to taking the time to using their software just to find out that the filled out information cannot be submitted to CRA without paying the additional **% upcharge.
Business Response
Date: 19/04/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 25/04/2024

Complaint: ********

I am rejecting this response because:
Contrary to the response message left on BBB site for contacting me to resolve the situation, no attempts to contact have been made via any means - neither email nor phone - over the past week. Considering the premise under which the complaint was originally filed, I have no confidence in HR Block to uphold their promised intentions. It does not appear that the business is interested in maintaining any positive level of customer service and I would not recommend anyone rely on such from HR Block as a result of such demonstration over the past several weeks.

Sincerely,

*******************************
Business Response
Date: 29/04/2024
The business responded to this complaint but requested that their response not be published
Business Response
Date: 29/04/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 29/04/2024

Complaint: ********

I am rejecting this response because:
I had a coupon code, which applied **% off the price. Had that price been as advertised, the discount would have applied to that original price and resulted in the same disputed difference.

Considering the attention to detail to numbers and their causes in this line of business, I am quite surprised that this attribution was not noticed. It is also quite a shame that such an easy omission by the business was not attempted to be resolved via more direct means like a phone call, while delaying resolution through these means in such an anecdotal manner. This entire approach to customer service paints a poor picture of reliability of the service by this business, which is very unfortunate to the large customer base exposed to it.

Sincerely,

*******************************
Initial Complaint
Date:09/04/2024
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 taxes with H and R block in 202*- they have an option for instant refund- I chose that option and got an e-transfer under H and R block through email- Then towards the end, I stopped recieving e-transfers from H and R so I went to my home branch- the lady advised me to call CRA - I called CRA - updated my information accordingly and recieved one e-transfer about a week from when it was supposed to get to me- I am still missing one from january- the lady had no explanation for this - even her manager did not- I called their HQ was on call with them- they asked me to call the bank they set me up with - same problem again couple days ago- recieved letter from CRA that I am getting direct deposits in my account - called CRA - they said the money has been deposited in the bank set up by HR block which is DC bank - went to my home branch again - talked to the manager after waiting - she said she will follow up - however, I have not recieved any call back or no follow *** at all- tried calling HQ- high call volume- was on hold for an hour- I do not know what to do or who to call regarding this - this is very frustrating- I paid good money to them to file taxes for me and be my middleman but it seems like they have done more damage to me than help me out with my taxes My situatiion still has not been resolved
Business Response
Date: 19/04/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:08/04/2024
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.
We booked an appointment to do **/canadian taxes at the ****** branch. The day of the appointment (April *, **am), they informed us that there is no US taxes there. They referred us to the ******* branch, but at this point, they are completely booked up. When we asked why they didnt inform us earlier, as we had booked earlier, they claimed they had no way to contact us as their online portal doesnt allow them to see our number or email.
Business Response
Date: 19/04/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:05/04/2024
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.
Both my wife and I opted for an instant refund and were then issued DC Bank cards with loaded amounts to spend within one month or risk additional fees. Through smart thinking of our own, we managed to empty these cards almost immediately. We were not told how we could do this. my wife is inherently suspicious of ***** and insisted on calling DC bank to cancel these cards. Why this bank needs to get its tentacles into our personal information is beyond me and I considered it nefarious and an invasion of my privacy. We will therefore no longer be doing business with H&R Block. I do realize that the money orders previously issued by ************* cost H&R Block a fee, however this fee could have easily been introduced as a service charge and we would have gladly paid it. What ever ********** in your organization figure this out should be dismissed summarily. Is this really the best that your highly-regarded organization could do?
Business Response
Date: 19/04/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 20/04/2024

Complaint: ********

I am rejecting this response because:
A solution has not been offered. And, I do not expect a solution to be offered for their nefarious behavior. This is just the way it is for big companies ignoring privacy concerns. They just don't care.
Sincerely,

*****************************
Business Response
Date: 26/04/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:04/04/2024
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.
On March *, 2024, I went to see an accountant (*******) at H&R Block who only works during peak season and ***x/week. ********************************************************************, ** ************** I was informed that I owe over $**** in taxes but Ive always gotten a refund. I usually pay over $*** in service fees to H&R Block as well. I left the H&R Block office and contacted the **** They informed me to enter my **** over-contribution amount into * separate lines one as income and one as deduction.Ive been trying to get a hold of an accountant at H&R Block to enter these values into the system and determine if I still need to pay taxes but there isnt any single accountant who is willing to help. The accountant I always file with only works Thursday and Friday. I was having a conversation with her on March **,2024; she had an emergency phone call and I havent been able to speak to her since. Today is April *, 2024. Moreover, I walked into a location in **** ****** *********** ** April *, 2024 and the receptionist (***) just ***** her head repeatedly indicating that no accountant is available. ******************************************************************* ************** No one at H&R Block is willing to assist. Ive been filing taxes with them for over * years and this is the worst service Ive ever seen.Can I please get in touch with an accountant who works throughout the year and is available at least 5x a week?
Business Response
Date: 19/04/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 19/04/2024

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.
I was able to file my taxes this week.

Sincerely,

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

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