ComplaintsforH & R Block Inc., U.S. Headquarters

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to HR Block to get my taxes done and was matched with "tax professional" ***** **** *** who started working on my return on 3/12/2024. On 3/19/2024, I got a message saying my returns were complete. I paid the $300 tax prep fee and signed all the appropriate documents. However, after doing this I continued to get email notifications from HR Block asking me to review my return. On 3/21/2024, I sent the following message to ***** ****: "I am getting email alerts from HR block that I still need to review my return, but I have already signed everything. I just want to confirm; do you need anything else for me or is everything complete now?" He responded the next day saying: "I am getting an error message on the Illinois state return that I need to resolve but otherwise you are all set. Both Federal and Colorado have been sent and accepted." I did not hear anything back until I reached out again on 4/4/2021 asking "Any updates on our IL return?" ***** responded later that day saying: "Yes, they are being a pain in the a**!. I am going to have to print out the return and have you mail it. Is there a time when someone can stop by and pick it up?" I now have to cancel a trip just so that I can pick up this document in person and mail it before the tax deadline, which is now just days away. I learned via a quick google search that all IL tax returns must be mailed in. ****** the "tax professional" somehow did not know this. He said that he was going to take care of the issue with my IL return but then stopped communicating. Only when I reached out to him asking for an update did I learn that I'd need to mail it. Had I not reached out and asked about this, I would have surely missed the deadline. His response to me (they are being a pain in the a**!) was also far from professional. I called the HR office ***** works at and asked if there was a way I could file a complaint. I was hung up on. I am seeking a refund of the $300 I was charged for this service.

  Customer response

  04/15/2024

  I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.
  
  I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.
  
  

  Complaint ID: ********

  Name: ******** ******

  Business response

  04/16/2024

  Dear Better Business Bureau,
  Regarding **** ******** complaint we apologize for any inconveniences. Per the client's requested resolution we have provided a full refund of fees. The client will receive a link to decide on a disbursement method of their choosing. As a result, we consider the matter to be resolved.
  
  ?H&R BLOCK | Kayla Hartinger | Client Retention | Executive Escalations 
  One H&R Block way 
  Kansas City, MO 64105? 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to resolve an issue with the transparent pricing guarantee for 2 weeks without any headway. The was quoted $165 for tax professional services. After working with the tax pro for about a week to complete my return, the agent told me how much I owed. I asked to confirm that my fee for the tax pro was $165 at which time they told me it was actually $280. I asked the tax professional who said they had no control over the pricing, that it was H&R Block. So I called customer service. They told me they would investigate and contact me in 3-5 business days. On business day 6, I called back and they said they would escalate it and I would hear back in 3 business days. Today was business day 4. They said that it was still under review. Since it is 3 business days until taxes are due, I will likely have to pay the amount that violates their upfront, transparent pricing. They list a guarantee that this wouldn't happen, but now that it has there seems to be no recourse to resolve the issue. I have been treated poorly by one of my service reps, treating me like an idiot, etc. I am frustrated that they list a guarantee and it means nothing. I am more frustrated that they do not communicate with me and seem to be trying to run out the clock so I have to pay.

  Business response

  04/17/2024

  Dear Better Business Bureau,

  Regarding *** ********* complaint we apologize for any inconveniences. Per the client's request we have refunded the client's fees in the amount of $280.00. Please allow 7 to 10 business days for the client to receive the check in the mail. The client will also be getting an amendment free of charge. As a result we consider the matter resolved.

   

  
  ***** ********** Executive Escalations 
  One H&R Block Way, Kansas City, MO 64105
  

  Customer response

  04/18/2024

   
  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recived my federal taxes no problem only an emerald card, I originally was going to ge that direct deposited to a bank account but Ronda L Landress told me she had “went around the system” to get me a card when at first told me I couldn’t get one. Everything was fine until my state refund didn’t arrive on the day it was said to, then it was saying it would be mailed to be as a check? Which I was not understanding at all because I had filed paper work for it to go onto my card. I called the H & R block and Ronda was extremely rude and unprofessional to me as she was screaming at me telling me that there is nothing she can do it is all already done, she told me she would charge me $100 an hour if I requested something to be fixed about it but then said there once again is nothing she can do and it’s out of the hands of H & R Block, as I try to get an explanation she starts screaming and swearing at me because she had been ignoring my emails and calls and I had asked what had been going on because I have been trying to reach her, I got hung up on and when I tried calling back my phone number got blocked and all I wanted to do was change my tax pro. The state website said it would be mailed out and that it was mailed out March 4th 2024 but it was not and I still have not received it and i am still currently checking the mail. Now suddenly it says when I track my funds on the state website that my funds were processed and received accepted on March 4th. I never got them to this day still, nothing for my state taxes. I called every single number I could think of H& R Block customer service, my emerald card number, they said they do not see the transaction and that it most definitely did not go onto my emerald card. I have been told by H& R block many times there is nothing they can do but I did everything on my side correctly to have my funds loaded correctly onto the correct method I choose and my federal went onto the emerald card just fine. Nobody has even tried help

  Customer response

  04/05/2024

  I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.
  
  I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.
  
  

  Complaint ID: ********

  Name: ******* *******

  Business response

  04/16/2024

  Dear Better Business Bureau,

  Regarding *** ********* complaint we apologize for any inconveniences. The franchisee has contacted the client and offered assistance with an address change to assist with her state refund being sent to her correct address. The client chose to attempt to change her address with the Department of Revenue on her own, but can contact the office at any point if she needs assistance. As a result, we consider this matter resolved.

   

  H&R BLOCK | Kayla Hartinger | Client Retention | Executive Escalations 
  One H&R Block way 
  Kansas City, MO 64105? 

   

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, before the tax deadline, I dropped off my 2022 tax documents for preparation and filing with *** ******* Despite several attempts to reach her, my taxes were never completed and filed, resulting in severe penalties and legal issues with the ******** ******* *******. H&R Block is solely responsible for these penalities due to their gross negligence. These 2022 taxes need to be prepared and filed immediately, with H&R Block taking any and all necessary steps to resolve any penalties and/or other issues resulting from this situation. If this is not done to my complete satisfaction, I will be forced to escalate this matter further using any and all available avenues.

  Customer response

  04/02/2024

  I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.
  
  I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.
  
  

  Complaint ID: ********

  Name: ******* ****** **

  Business response

  04/11/2024

  Dear Better Business Bureau,
  
  Regarding Mr. Wilder's complaint, we extend our sincere apologies for any inconvenience he experienced. We have reached out to the leadership team about this, the return has been completed for some time now.  We have offered for him to come to the office at his choice of time and date to sign, pay for and file the return.  As of this notice, we have not heard from him. 
  
  As a result we consider this matter resolved. 
  
  **** *****
  Associate Business Analyst
  H&R Block

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After speaking with the IRS and hrblock emerald card as well as hrblock customer service I learned that fees were wrongfully taking out of my refund the detailed are as such 2021 account number 7055213141 routing? Needs 101089742 Metabank hrblock 605-782-0740 green dot emerald card February 24 2022 $3026.00: // $2019 360 tax prep fees only received payment fee $608 tax prep repayment + 39 As of the US statute of limitations this so called debt shouldn’t have been taken nor taking and I wasn’t told nor advised of these extra fees until now! I am a disabled single divorced parent and I need these fees on top of numerous calls to branch and manager regarding charging me and the tax preparer filed taxes incorrectly causing me to amend and suffer financial loss. Hrblock has let this go unaddressed

  Business response

  04/11/2024

  Dear Better Business Bureau, 
  

  In response to ******* ************ complaint, we sincerely apologize for any inconveniences.

  We have conducted a thorough investigation and found that we charged the client the exact fees as stated in the document that we emailed to them as part of their tax packet. We believe that the client has given their consent to these fees by accepting the document, which clearly outlines the exact paydown amount from their ******* ******* **** balance that was due. The information can be found on the second page of their tax return copy, which they received and signed on January 29, 2022.

  01/29/22
  ******* ******* ******* : $608.00 
  Tax preparation:                     $360.00 
  ******* ****** *********       $39.00
  ----------------------------------------------------
  

  As a result, we consider this matter addressed.

   

  ******* ******** | Executive Escalations | Client Retention Specialist
  One H&R Block Way, Kansas City, MO 64105
  

   

  Customer response

  04/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  For one the tax preparer messed up on my tax return causing me to have to amend on my own she shouldn’t have been paid and due to law statue of limitations that loan was from 12 years ago they shouldn’t collected on for that years return as if been cleared bankruptcy and collections.
  Sincerely,
  
  ******* **********

  Business response

  04/18/2024

  Dear Better Business Bureau, 

  In response to ******* ************ rebuttal, after extensive research with our financial services team manager, we can confirm that on 04/12/22, we refunded this payment to her ******* Card on 4/12/2022 in the amount of $608.00, the client then spent the money. We do not owe the client anything. 

  ******* **** transaction - 
  
  04/12/2022 - *** ****** ******** *****   $608.00 

  We have contacted the client with this detailed information and transaction history and we do consider this case resolved. 

   

  
  ******* ******** | Executive Escalations | Client Retention Specialist
  One H&R Block Way, Kansas City, MO 64105

   

   

   

  
  
  

  Customer response

  04/18/2024

  For many of years, H&R Block has offered to replay their clients if a mistake had happened or they were dissatisfied with their tax refund. At the time it was $100. I have not received that due to request with the local office manager and voicemails and messages going unanswered so now that we have the retention specialist involved, I’ve made several complaints regarding me having to amend on my own due to the mistakes made by the tax preparer so those fees also should be returned as you state return the $608 into that, but we have not talked about the tax preparation fees and guarantee !

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased H&R Block Premium 2023 filing edition to file my 2023 taxes for $64.99 While completing the data entry in the software I noticed an error on one of the interview screens relating to “Excess accumulations (not enough withdrawn) from a retirement plan.” That box was checked when it should not have been checked (I am not old enough to have minimum required withdrawals from a retirement plan). I got an error when I try to uncheck it. On February 16th I called H&R block support to report the problem they kept telling me that it was my error and that I should not have checked the box in the first place! I tried explaining that I didn't check the box, and that I got an error when trying to uncheck it. I requested to speak with a manager and they told someone would call me back. Nobody ever followed up. I completed the rest of the interview questions and completing the data entry for both the federal and state filing (ignoring the checked box). The software did not find any errors when completing it’s final check before filing. I filed my taxes using the software electronically on February 23rd, 2024. According to the software I was due a federal refund of $3,738 and a ********** ***** refund of $4,881. Both returns were accepted by the respective agencies and both refunds have been issued for those amounts. On March 18, 2024 I launched the software to do some calculations for 2024 during which the software did an automatic update. When the software finally loaded I noticed that the federal and state refund amounts had changed! The new amounts were a federal refund of $3,999 and a *********** state refund of $4,976. A higher refund amount totaling $356 more. I called H&R block to find out what was happening and what I should do about it. I was given the run around by the support agent who told me that I needed to file an amended return and change whatever data I had changed. I told them that I did not change any of my data entries. The support agent (Kerri) eventually opened a support case and gave me case #19498404. I received an e-mail the next day asking me to call their support and refer to the case number which I did. I spent an hour on the phone with ******* who was unable to find any errors. She did confirm that the correct refund amounts according to the software were $3,999 from federal and $4,976 and was able to verify from the notes from my earlier call with Kerri that the original refund amounts were $3,738 & $4,881. During the call we also noticed that the question relating to “Excess accumulations (not enough withdrawn) from a retirement plan.” Had been updated compared to the earlier version. She told me that she would escalate this to software support and that somebody would follow up with me in “a few days”. Yet again, nobody followed up, so eight days later on March 27th I called the support line again and got a different agent who I had to go repeat my entire experiences with. He told me there was nothing they can do, he closed the case and told me I needed to call the ***. I called the *** and they checked my return from February 23 and told me they didn’t see any errors and referred me back to H&R Block to ask them what they had changed in their software! H&R block has an accuracy guarantee and a maximum refund guarantee which I would like them to honor.

  Business response

  04/03/2024

  Dear Better Business Bureau,

  In response to *** ******** complaint, we sincerely apologize for the whole situation. After extensive research, we have confirmed this was not a ***** software error.
  

  We’ve done some additional research and have some instructions to help resolve your issue:
  
  Regarding the checked box "excess accumulations (not enough withdrawn) from a retirement plan* ******* *** ***** ** *** ** *****"  This box cannot be un-checked and is checked as a precaution. We are currently reviewing the functionality of this button and appreciate the information you have provided us to help improve client experience. 
  
  The' Learn More' is there to inform you about the rules governing this section.  When clicking 'Next' the rules are again explained and you now  have three buttons at the bottom.  The Self and Spouse buttons are to be used if any of the Excess Accumulation rules apply to you/your spouse.  If neither  applies to the Excess Accumulation rules then the 'Finished' button is selected and the program will flow to the next topic.
  
  If for some reason, the Self or Spouse button was selected, and upon progressing through the interview, information was entered., the software would generate a Form ****  ******* *** *** *** ********** **** **** and would remain in the program even after the information was removed.  If you go to Forms and select the Form 5329, you will see that the form will not be include and that it will have all 0's for entries.   This form will not be filed with the return.
  
  I hope this clears up any confusion. 

   As for the higher refund amount totaling $356.00 miscalculation issue. We would be more than happy to speak with you to get this to our developers as a high priority to confirm where in the software it's causing you to have received more, and why if you're willing to upload your tax return to our secure platform to make sure that the software did not make a glitch or not. 

  We have sent the client an email that he can reply to so we can schedule a time to speak to further investigate and resolve the issue. 

   

  
  ******* ******** | Executive Escalations | Client Retention Specialist
  *** *** ***** **** ****** ***** ** *****
  
  

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have been in contact with H&R Block and they are researching the issue. Hopefully we will reach a satisfactory resolution within the next week or so. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed my taxes January 29th my preparer did not put in the correct account information and now my refund is lost. I have called h and r block repeatedly trying to come to a solution as to where my money currently is and no one knows. It’s disturbing to me you can be running a business and have no idea how any of it works. I was told the IRS may have my refund which I have have called and they do not. The money was deposited to H and R blocks account and what they have done with it I still can’t get a straight answer. The absolute worst service I have ever experienced in the 18 years I have been filing taxes and I can’t even get someone here in the US to help me. I just want my refund before I have to take legal action

  Business response

  04/10/2024

  Dear Better Business Bureau,
  
  Regarding *** *****' complaint, we extend our sincere apologies for the inconvenience she experienced. We have reached out to our banking partners, have sent a letter to the bank the funds were sent to, and will see if we can retrieve the client's funds. 
  
  As a result we consider this matter addressed, however not resolved. 
  **** *****
  Associate Business Analyst
  H&R Block

  Customer response

  04/10/2024

   
  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’m hoping this can be resolved in a timely manner being my refund was received by the bank in February. I don’t want to have to resort to legal action to receive my tax refund. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over the last week, my husband and I have given H&R block $549 for tax services. We had to file my husband's 2022 taxes a second time this year, because after completing a drop off last year at a location in downtown KCMO, none of his forms were scanned into the system, nothing was filed, and his name was entered incorrectly. This year, after a drop off at a location in Gladstone, MO, we were called to schedule an appointment because those 2022 taxes had been filed. We set the appointment, and were helped 30 minutes after our appointment time. The "tax pro" then proceeded to file our taxes in front of us "again, because they must not have saved", charged us $225, and warned us that there may be penalties due to filing late.

  Business response

  04/02/2024

  Dear Better Business Bureau, 
  
  
  In response to **** ******** our District Manager spoke to the client, and they have reached a mutual resolution. The client was contacted yesterday, we resolved the issue and have scheduled the client in to complete their tax return.
  
  Furthermore, we have also provided the client with a discount on their tax preparation fees.
  
  As a result, we consider this matter resolved. 
  
  
  
  ******* ******** | Executive Escalations | Client Retention Specialist
  One H&R Block Way, Kansas City, MO 64105

  Customer response

  04/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: I was never contacted by the District Manager, nor was I scheduled to come in to complete tax preparation services. I was contacted by a team lead from a different location and was verbally offered the refund for our tax services for 2023, but they were unable to provide any documentation with proof that this refund will be processed. I will accept the response once that documentation is sent to me, and would also like to verify that if we do receive a penalty from the IRS for filing late, that H&R Block will take responsibility for those fees as well, as they did not file the forms provided to them during last tax season for 2022. 
  
  Sincerely,
  
  **** ********

  Business response

  04/10/2024

  Dear Better Business Bureau,

  After further review, we believe that H&R Block has done their due diligence. The district manager spoke with **** and followed up with an email confirming their conversation. She will not be charged her 2023 return, currently both years are rejected for a IPPIN due to a misspelling of their last name. We are working on the rejects now.

  We believe the matter to be resolved upon successful acceptance from the IRS. The District Manager has been in touch, and *** ******** has his direct information to reach out for questions. 
  

  This is our final response. We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial. 

  As a result, we feel this issue has been addressed.??

  
  ******* ******** | Executive Escalations | Client Retention Specialist
  One H&R Block Way, Kansas City, MO 64105
  
  

   

   

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21486256, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kyla Vigilius

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did the ***** ****** 11/23 for $1300. I have a 22 page document that I signed stating that if I file with H&R block the refund will be repayed with my income tax. I have done this refund for several years now and it's always been the same thing. I take out the refund advance and then they repay it with my taxes when I file a few months later. This year I assumed was the same. I just found out it was not. They stated that people got emails that some people did not sign a consent to have the refund taken out of the taxes. That is not true as I never received an email and I have the initial paperwork that I signed at time of loan. My taxes are gone as I pay off bills and I just got email stating I needed to pay it back. I tried to call H&R block who apologized for it not deducted from my income tax but continued to tell me I have an obligation to pay off the loan of over $1400 by March 31st. I have absolutely no way of paying this off and this is on H&R block for not repaying the loan like suppose to. He did absolutely nothing to help me and after hearing him continue to blame it on me my man then got on the phone with the customer service and demanded to speak with a Manager. The person ****** kept going quiet when my man was demanding to speak with a manager then he pretended like he couldn't hear us anymore then hung up on us. I have been a customer with H&R block for about 10 years and if this can't be resolved I will no longer be a customer.

  Customer response

  03/26/2024

  I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.
  
  I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.
  
  

  Complaint ID: ********

  Name: ****** *********

  Business response

  04/02/2024

  Dear Better Business Bureau, 
  

   

  In response to ****** *********** complaint, we apologize for any inconveniences. Per the client's request we will be refunding the client her tax preparation fees of $390.00.

  The client will receive an email from ************************** and text message with a link from *** **** – there they will select the refund disbursement method of their choice.

  Additionally, the District Manager has spoken to the client and did explain that she would need to make arrangements to pay the loan back, the client has her direct information to reach out for any questions. 

  As a result, we feel this issue has been addressed.

   

  ******* ******** * Executive Escalations | Client Retention Specialist
  *** *** ***** **** Kansas City, MO 64105
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Completed taxes on 2.23.24 had some small issues with the tax pro and had to tell her to fix a few errors , I feel like she could care less about the service she has provided me, I will not be using H& R Block after this year. The notifications for the service website do not work as they did previous years so you know nothing nor do are you notified with any updates! My state reund amount was off by $1.00, and when I called to check in with my tax pro after 3 weeks regarding this not showing as being issued to me when in fact my state refund was issued to me on 3.5.24 she simply looked it up the same way I did and basically told me there was a glitch or system overload that it would show eventually. I finally did some digging and saw that it was off by 1.00 so then I was able to see my state had accepted my refund. I'm now I'm still waiting for my return to be processed due to me not being informed that I would have to be verified by the IRS via mail this year before my refund would be processed, I was not informed of this by my tax pro as previous years this was not the case. I feel like the $527 some should be refunded , H&R Block is slacking on customer service from some of it's senior tax pros , this shouldn't be the case with the more senior tax professionals.

  Business response

  04/02/2024

  Dear Better Business Bureau,
  
  I am writing to inform you that we have addressed and resolved ******* ********* complaint. Our District Manager has spoken to the client and they have come to a mutual resolution. As per the client's request, we will be refunding half of her tax preparation fees.
  
  Furthermore, we value our clients and their satisfaction is our top priority. Therefore, we have decided to offer ******* * 50% discount on her tax return next year and scheduled an appointment with one of our best tax professionals to ensure a better experience.
  
  We hope that this resolution is satisfactory to ******* and we consider this matter closed.

  
  ******* ******** | Executive Escalations | Client Retention Specialist
  *** *** ***** **** ****** ***** ** *****

  Customer response

  04/02/2024

   
  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,
  
  ******* *******

*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. ↩