Complaints

This profile includes complaints for H & R Block Inc., U.S. Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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H & R Block Inc., U.S. Headquarters has 12659 locations, listed below.

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• 

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

  1 H And R Block Way Kansas City, MO 64105-1905

• 

  H & R Block

  224 N Carlisle St Albertville, AL 35950-1730

• 

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

  8608 Us Highway 431 Albertville, AL 35950-0153

• 

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

  2501 Highway 280 Ste B Alex City, AL 35010-0601

• 

  H&R Block

  218 Broad St NE Aliceville, AL 35442-2140

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:04/14/2023

  Type:Service or Repair 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 started filing my taxes with h & r block in November. The Hollywood location at **** ***** ****** ***** *** ******** ** *****. I don't see where I can complain about the branch so I chose a headquarters. It's also about the corporation, as several reps all have dropped the ball.
  
  The tax rep assigned to me takes days or weeks to respond. She keeps setting up apts but never doing anything with those times.
  
  I had 3 years back taxes to do and was hoping to get them done before the end of the 2022 year. Now I'm trying to get my taxes done before they are late when I was months early.
  
  I called their support and they kept escalating and trying to give me another person to work with but no one ever called back or followed through.
  
  Today I called and spent 30 minutes on the phone to be transferred to the same department, transferred again (another 30 min wait) to the same department, and then the guy hung up on me when I asked to speak to a supervisor regarding my issues.
  
  The location that I was assigned had weird hours and my person would only get ahold of me 1 or two times a week if at all.
  
  I'd like to report a complaint given this is a national corporation that has ignored me for months and keeps gaslighting my taxes by offering resolutions that never materialize.
  
  I've attached some messages showing gaps in replies. Days, weeks, and over a month.

  Business Response

  Date: 04/27/2023

  Dear
  Better Business Bureau,  
  
  In
  response to ***** *****’s complaint, District Manager ******* *** has worked with
  the Tax Professional to complete the return. We consider this case closed and
  resolved.

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My tax representative took it upon herself to finish my taxes. I am still waiting on several supervisor to call me back regarding my experience and complaints regarding the 6 months I wasted, the 6+ calls to corporate, the 6+ tax reps I was passed through, and the several tax reps that never showed up for appts before my taxes got done. 

  The rep was assigned to me because the other tax rep assigned to me passed me off to their coworker. Not because any supervisor did anything. 

  I still am waiting for a response from the social media team that told me to message them. 

  For them to say they were a part of a resolution is disingenuous. 

  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 05/10/2023

  Dear Better Business Bureau,  
  
  In response to ***** *****’s complaint, District Manager ******* *** has worked with the Tax Professional to complete the return. We consider this case closed and resolved.

  Customer Answer

  Date: 05/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  

  I am rejecting this response because:
  

  At what point did a manager work with my tax professional to get this resolved?
  

  There was one tax representative among several that took it upon herself to finish my taxes. It was her, and her alone, that took the helm and finished something started 6 months prior.
  
  That was only one part of my complaint. Which included several points of contact with H&R Block that had issues. I had appts that people never showed up to, or never called about. I had supervisors that said they'd get back to me and never did. I had a rep hang up on me because he didn't want to forward my complaint to his supervisor.
  
  Getting my taxes done was definitely an issue, that my tax preparer fixed. However, the complaint was multifaceted and they have not addressed any of the other issues. The resolution regarding my taxes being done is specifically due to my tenacity and the tax rep I worked with last.
  
  The company does not get to say that they had any part in that resolution.
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 19 2023, I went to this office to file my taxes in person with my partner. Our tax pro specialist was ******* *******. We were asked did we want this tax filing fee taken out of our refund or pay it now. we said to take it out of the refund. We even signed the $39 processing fee to take out our tax filing fee. ******* told us it would be submitted then. Now it's April 12 2023 I figured that my refund would be in my account by now. Nothing. Then I logged onto my account with H&R block and saw that it said they were working on our taxes. I called this office and asked why my tax return has not been filed. The lady tried to look up my name; couldn't find me. Looked up my partner's name; still couldn't find them. put me on hold and said that my tax pro specialist that I worked with could call me back shortly. Thirty minutes later, I call back and the tax pro specialist, ******* *******, tells me that she remembers specifically telling me that I had to pay for my tax filing outright because my return would be over the $10,000 threshold for the banks. Was not told about this threshold at all. So I asked why I signed the $39 processing fee document if she saw that my return would be over that threshold amount....seems like a moot point and said let's say that you are right about this, that you told me about this threshold, it is April 12th. I left your office thinking that I filed my taxes on March 19th. Why was I not contacted AT ALL from this office that my taxes had not been filed because of my lack of payment? Her response. "We didn't want to bother you". So I called the office back and asked to speak to a manager because this is an unbelievable situation. Manager was not in but would be the next day. at 1030 have not been called by this office yet. So I called and asked to speak to the , Kelly, tried to negotiate a price for me to pay for the tax filing. the manager waived the fee but I still had to pay for the add on that we agreed upon which was $40.

  Business Response

  Date: 04/26/2023

  Dear Better Business Bureau,
  Regarding Mrs. ********'s complaint we apologize for an inconvenience. The client's tax preparation fees have been waived and her return was sent before the tax deadline. Due to the client's requested resolutions being met, we consider this matter to be resolved.
  We respectfully ask that this case be closed.
  
  Sincerely,
  Kayla ********
  H&R Block

  Customer Answer

  Date: 04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the lack of communication and negligence from tax preparer and office of H&R Block in ******, *****, I am still not able to receive my tax return as promptly as I should have. If I had not been proactive with my taxes, I could have potentially been late and had to pay a fine because of this office's lack of communication. The response that I got for the very tax preparer of "We didn't want to bother you" is the definition of utter disrespect. This cannot and should not stand as this matter as "completed". There should a guarantee from the office that this incident will never happen again to any client because it is completely unacceptable. I do not feel that my situation has been thoroughly fixed. I am driven mad because of how I was treated in this whole process and treated like I am the one who should just "shut up and go away". This kind of response from this very office that I had to deal with with the very person that I had to deal with at the office does not fix my matter. I want answers.
  
  
  
  Regards,
  
  
  
  ******** ********

  Business Response

  Date: 05/02/2023

  Dear Better Business Bureau,

  In response to Ms. Gonzalez's rebuttal, her fees were waived and her taxes did end up being filed before the deadline. We do apologize for the lack of contact she received , and have made her aware that the district manger will be addressing her issue with the tax preparer's statement that she "didn't want to bother" the client directly with the tax preparer, to ensure that a situation like this does not happen again. At this time we stand by our previous statement that the matter is resolved. Mrs. ********'s rebuttal raises no new issues and we stand by our original response dated 4/26/2023, we refer your office to that response. We respectfully ask that this case be closed, as we do not believe that any further response on our part would be beneficial

   

  Sincerely,

  Kayla ********

  H&R Block

  Customer Answer

  Date: 05/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we were not fully informed of everything regarding the taxes ans have yet to reach the taxes
  
  
  
  Regards,
  
  
  
  ******** ********

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair 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 February of 2023 we received a letter from the state of Idaho saying we owed back tax money for the past 3 years. We had filed with Vivian at H &R block for the last 3 years and had bought the peace of mind coverage so we took the letter to H&R Block. They looked it over and confirmed that we did have the peace of mind coverage and that our taxes were filed wrong for the past 3 years by thier employee at thier company. They than told us that we would have to pay the over 5,000 of back taxes and they would pay us back. It could take 4-6 weeks . So we paid it, brought in the proof of payment to show them and the man we spoke to was not kind and offered no apology and then said it could take up to 6 months to get our money depending on when he filed it and it was not a priority. This is wrong and unethical. They made a mistake 3 years in a row and we are literally paying for it after we even paid the extra money for peace of mind coverage every year. We would like our total amount back as quickly as possible and we would like this to go on record that this is how this H&R blocks deals with thier mistakes and this is how peace of mind coverage works so that no one in the future is blindsided like this or disregarded after H&R block makes mistake on our taxes 3 years in a row and we paid the extra for peace of mind to cover if something ever came up. What did we pay the extra money for? What did we go to H&R block for if they are not even taking responsibility and correcting thier mistake?

  Business Response

  Date: 05/15/2023

  Dear Better Business Bureau,

  Regarding Mr. ****'s complaint we apologize for any inconvenience. The client has had his 2019, 2020, and 2021 returns amended and peace of mind claims submitted for all three years as well. The client has also been refunded for all three years. Due to the client's requested resolutions being met we consider this matter to be resolved. We respectfully ask that this case be closed.

   

  Sincerely,

  Kayla ********

  H&R Block

  Customer Answer

  Date: 05/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  We have received the message that they are refunding us the 3 years of peace of mind that our taxes were done incorrectly and the money we owe for thier mistake and that is highly appreciated. We have yet to receive any of the funds and would like the case to remain open until all funds are received. Thank you. 
  
  
  
  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 06/02/2023

  Dear Better Business Bureau,

  I have spoken to the client and been made aware that they have received all 3 refund of fee checks. Their checks covering the cost of taxes were just approved an sent on 06/01/2023 and will take 7 to 10 business days to reach the client's. The peace of mind process takes between 6 to 8 weeks to process, that is the reason for the delay of those checks being sent. As the client's rebuttal raises no new issues and all checks have been sent at this time we request that the case be closed.

   

  Sincerely,

  Kayla *********

  H&R Block

  Customer Answer

  Date: 06/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for the message and it is true that since the last message we have received 3 out of the 6 checks that we are told is coming to us.  It also true we have no new complaints.

  We are grateful and appreciative that the company is being diligent in  correcting the mistakes they made in our taxes for 3 years in a row. The person on the case is very professional and is doing a wonderful job.

  Yet, We still request that the case not be closed until we have received the total refund amount of the money we had to pay to the state due to HNR blocks mistakes in filing our taxes wrong for 3 years in a row.

    HNR block is a nation wide company that we have faithfully went to for years and have encouraged other to go to as well. So when it was brought to our attention that they made a mistake 3 years in a row on our taxes and we owed close to 5,000.00 we were not worried.We had paid for peace of mind and fully trusted HNR block would take care of thier mistake. Instead when we  brought it to thier attention we were treated rudely and almost dismissed like it did not matter until we went through the BBB.

  With that said, we  think is it fair and just to request that the case please remain open until the last 3 checks that we have been told have been sent to us and we should receive in 7-10 days are actually in our hands. Then we will be happy to agree to closing the case.

  Thank you for you understanding.

  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair 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 had ******** *****, enrolled agent for H&R Block, *** * ******* ****** ***** ****** ******* ** ***** prepare our Federal and State taxes.
  
  For the federal taxes, Miss ***** suggested we extend the filing of our 2021 taxes for 6 months. She never informed us we would incur a penalty if we did. She claims she never knew of this formality. Because of her lack of knowledge in regard to Extension of Tax Filings, we had to pay $7381.96 in penalties and interest. She had her brother, Frank, who is an enrolled agent contact the IRS on our behalf for an Abatement. Our request was denied. The IRS agent's reasoning was "Unable to obtain records you needed to meet your tax obligations on time" and that we had a "transition in our life". Both are untrue. We provided all the documents to Ms. ***** in April of 2022 and did not have any transition in our life.
  
  For state taxes, under Payments and Refundable Credits, 2021 Estimated Tax payments, Ms. ***** entered the amount of $6,650.00 on the wrong number line. She entered on line 17 and should have been entered on line 19. We incurred penalties and interest of $8,749.11. I personally called the South Carolina Department of Revenue and spoke with Regina. She told me that the amount was entered on the wrong line and reduced the penalty and interest to $1598.83. I emailed the S.C. Dept of Rev., and requested a Penalty Waiver. On March 14, 2023, I was *****ed a penalty waiver of $890.88. We still had interest in the amount of $707.95 that was taken out of the $1598.83 and did not get back.
  
  I'm requesting a refund of $7381.96 for the Federal and $707.95 for State for a total of $8089.91.

  Business Response

  Date: 05/02/2023

  Dear BBB,

  We apologize for the inconvenience. The Franchise Owner, ********, has made multiple attempts to contact Mr. ******** to discuss. Unfortunately, Mr. ******** has not responded. As soon as Mr. ******** is available to speak with ********, we can resolve. We consider this complaint resolved at this time.

  Thank you,

  Executive Escalations

  H&R Block

  Customer Answer

  Date: 05/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  ******** ***** has not contacted me to discuss the complaint other than to have us sign a 2848 so her brother can represent us with the IRS for an abatement.  In regards to the State filing, I myself, contacted The South Carolina Department of Revenue.  I was able to get my penalty dismissed but still had to pay the interest.  In regards to the Federal filing, I got a notice back from the IRS saying our abatement was rejected on the grounds we didn’t submit the paperwork in time and had a transition in our life.  Both were not true because we gave her all the necessary paperwork in April 2022 and didn’t have any life event.  

  Our last correspondence was on March 6, 2023 long before I contacted the IRS, we texted her a copy of the rejection letter from the IRS.  We asked why were those excuses used as that is not what happened. ******** denied giving those excuses.  

  ******** ***** doesn’t want to take the blame for anything.  When we discussed the State filing about the wrong amount being put on the wrong line.  She said it didn’t matter.  

  Also, back in January 2023, we texted ******** to NOT have her brother represent us.  

  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 05/11/2023

  Dear BBB,

  The Franchise owner has contacted the client and is working with them to submit a claim for penalty and interests.

  Thank you,

  Executive Escalations

  H&R Block

  Customer Answer

  Date: 05/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the Franchise Owner, ******** ***** has NOT contacted me either by email or phone call.  
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair 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.

  Mar. 11th, 2023
  To whom it may concern:
  The letter for case # 14893274 (below) was sent on February 23rd to the online H&R Block customer service address: [email protected] As of today (3-11) not only have we not heard back from the manager of the H&R block here in town (as promised by her on Feb. 21st), we have also not heard anything from the customer support address. After all the years that we have dealt with your company, we are appalled at how we have been ignored. If I do not receive a timely response to this letter, I will be filing a complaint with the appropriate agency.
  p.s. as of March 30th we have not received anything in response to this letter, which was mailed to and received by, H&R Block Corporate on March 16th
  ______________________________________________________________
  Feb. 23, 2023
  H&R case # 14893274
  This section is abbreviated due to BBB space requirements. Our tax preparer did not know how to operate the computer tax program. It took two and one half hours to prepare a statement which consisted of W-2's, one dependent, no itemization and standard deduction. We were charged $145 more than the previous year's identical return. We were not advised, upfront per their advertising, of our fee. We phoned in our initial complaint within 15 min. on Feb. 18 to customer service. We have been ignored by the local H&R office, the online complaints site, and the Corporate Headquarters in Kansas City, MO. We would like a refund of $145 due to their false advertising and a formal apology for being ignored.
  ________________________________________________________________
  March 11, 2023: p.s.
  Imagine our surprise seeing the following:
  H&R Block® Book Appointment - Upfront Pricing, No Surprises *
  H&R Block
  https://www.hrblock.com › official-site
  * I have underlined the relevant portion from your online listing

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 27, 2023 (first appointment) my spouse and I filed our taxes with H&R Block. On March 14, 2023 (second appointment) we had to file an amended return because included the 1098-T for the AOTC for our daughter. We are owed an additional $2,416.00. During the first appointment the preparer asked us about our two dependents and their colleges, but never asked anything about loans or tuition. This should have been part of his knowledge to ask us in order to receive our maximum refund thus avoiding the need to file the amendment. During the second interview H&R Block originally wanted to charge us the $270.00 fee again, but did not, they charged us $29.00. They also denied the refund from the tax prep fee from the first appointment. Their Max Refund Guarantee states " If you discover an H&R Block error on your return that entitles you to a larger refund (or smaller tax liability), we’ll refund the tax prep fee for that return and file an amended return at no additional charge. To qualify for the H&R Block Maximum Refund Guarantee, the refund claims must be made during the calendar year in which the return was prepared, and the larger refund or smaller tax liability must not be due to incomplete, inaccurate, or inconsistent information supplied by you, positions taken by you that may be unsubstantiated or incorrect, your choice not to claim a deduction or credit, conflicting tax laws, or changes in tax laws after January 1, 2022." Based on their Max Refund Guarantee we should receive a refund the tax prep fee from the first appointment and should have been able to file the amendment for free.

  Business Response

  Date: 03/27/2023

  Dear Better Business Bureau,
  In regards to Ms. ******'s complaint we apologize for any inconvenience. After the district manger's investigation of the matter he determined that a refund of the client's amendment fees was the appropriate resolution.
  At this time we consider this matter to be resolved. We respectfully ask that this case be closed.
  
  Sincerely,
  Kayla ********
  H&R Block

  Customer Answer

  Date: 03/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: H&R Block did not refund the tax prep fee. The tax preparer did not ask us the proper questions and did not get us the total maximum refund possible. We had to file an amended return, and we get back a couple thousand more!  Based on the company's own website if this happens they file the amendment for free and we get the tax prep fee refunded (almost $300.00) H&R Block did not honor this and did not return that fee, just the $29.00 to file the amendment, which they obviously shouldn't have charged that either. As a tax professional you are supposed to know questions to ask based on previous answers to questions. We have been filing jointly since we got married, but will never return. We wonder how many times they have made errors that we did not know about. 0/10 do not recommend to anyone. 
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 03/29/2023

  Dear Better Business Bureau,

  While we regret Mrs. ******'s dissatisfaction with our service our final resolution stands. Per our district general manager's investigation of the complaint, it was found that the documents in question were discussed at the time of filing, but the client could not provide them at that time and chose to move forward with filing. As a result, we stand by our final resolution and consider the matter to be resolved.

  At this time we respectfully ask that the case be closed.

   

  Sincerely,

  Kayla ********

  H&R Block

  Customer Answer

  Date: 03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: H&R Block's previous response is a complete lie. The documents in question were NOT discussed at the time of filing whatsoever, and we could most definitely have provided them if the tax preparer asked us for it. We chose to move forward with filing our taxes because we thought it was correct and complete. Why would we move forward with an incomplete filing? I believe further
  discussion will be be unproductive with this corporation, but I do suggest people find a local tax professional who cares about their clients, not just a company who want people in and out of their seats.  Thanks. 

  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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 am writing to you after several unsuccessful attempts to resolve an issue I’m having with H&R Block Online Tax Pro Service. I entered my tax information on H&R Block website on 2/4/2023 and paid $204 (Premium federal return=$75, Premium state return (CA and IL state-$45 each), and Tax Pro Review for Premium=$90 with Early season saving and Key Code (discounts) of $51). I was assigned Bonnie P. to help me file the tax. Bonnie sent me a message on 2/19/23 that my tax returns were ready for review before filing. However, when I clicked on the link, the H&R system was saying that I owed $219 (Federal=$145, 2-State returns=$74). When I informed Bonnie of the issue, she told me that it was because I owe $37 for one of the State returns. I told Bonnie that I had already paid, not $37/state BUT $45/state. She stated that this is what her system showed, (all this time and even now H&R system shows $219 as amount owed). Bonnie checked with the technical team, and they said the same thing. However, the customer service agent stated that their side shows that I do not owe any money to H&R Block.
  I have talked to multiple customer service agents and an H&R supervisor, Brendan W. and also went to my local H&R Block office to talk to a supervisor. Although the supervisors I have been working with are very friendly, they are unable to solve the issue with the H&R Block server. And after waiting for one month, I am still not able to review whatever updates Bonnie has made to my tax return and file my online tax. I feel that H&R is keeping me hostage and NOT willing to help.
  I have been having VERY bad experiences with the H&R Block online team; they are not competent and/or willing to help. Please help me resolve this issue with H&R Block (if they are not able to resolve their own system issue then they must refund my money and release the hold on my file, so that I can take my business to someone more competent and who is willing to help).

  Business Response

  Date: 03/20/2023

  Dear Better Business Bureau,
  
  In response to Mr. *****'s complaint, we have reached out to the leadership team and they have scheduled an appt with him for this afternoon.  They are directly assisting Mr. *****, therefore we consider this matter addressed.  
  
  As a result, we ask that you close this case as resolved. 
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block
  
  

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: 19592361
  
  
  
  I am rejecting this response because:

  This issue is not resolved as of yet. I have an appointment for this Thursday (3/23/23) but issue is still open. I will email you once my issue is resolved by H&R Block.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair 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.

  Had our taxes done by ****** ****** in the Pocomoke Maryland office for the last 12 years using their "Peace Of Mind" Insurance to which means as stated on the H&R Block website, "you’ll receive protection for the life of your tax return. This means that if you get a letter from the IRS, send it to us to handle, so you don’t have to." Well, we never had an issue, until 2021 when we received our stimulus check, and not but a few days later we received a tax assessment for over $2800. We immediately contacted ****** via email and he replied he'll get on it right away. We hadn't heard from him in weeks even though we contacted him several times via phone calls and emails. When it was 3 days away from the deadline, we finally got up with him via phone and he stated, "You might as well just pay it, it's not covered under the Peace Of Mind coverage. Needless to say we were shocked. So we used our stimulus check and paid it. Fast forward to Feb 2023 and we get yet another assessment for just over $400 for 2019. So we called the 1-800 number for HRBlock and they put us in touch with Tiffany Blackwell in the Onley Va office. We scheduled an appointment as soon as we could. We had a sit down with her and she assured us she'd take care of it the very next day and we should hear back no later than 2 days after we sat with her. We also allowed her to do our 2022 taxes. She assured us she'd get it all rectified via contacting the owners and we would at least receive half of our assessment money back within a weeks time. When we questioned her repeatedly, she reassured us repeatedly. For days, we heard nothing from her, and we had to contact her multiple times a week hearing many excuses as to why we hadn't. Everything from the computers were down for days to her owners were busy. When it came down to the last 6 days until the due date we became loud and put pressure for them to stick to their word of taking care of it. Hence the reason why we're contacting BBB.

  Business Response

  Date: 03/20/2023

  Dear BBB,
  The Franchise Associate has been in touch with Mr. ****. A
  refund of tax preparation fees in the amount of $1400 has been issued. In
  addition, Mr. **** has also been offered $500 off his tax preparation for the
  year 2023. As this time, we consider the complaint resolved.
  Thank you,
  Executive Escalations
  H&R Block

  Customer Answer

  Date: 03/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The amount of $3217.50 was what we're supposed to be receiving ($2811 & $406 for both assessments) according to not only what their Peace of Mind Insurance states was to cover in which ***** admitted. He also admitted his accountants (****** and Tiffany) made multiple mistakes all the way around. This conversation took place over the phone Friday the 17th.and it was pulling teeth to have them reimburse anything. The most they offered was $1400. There's still an outstanding balance owed to us of $1817 to which is 56% of the total amount. They offered $500 of our next visit. We feel if they're willing to offer that amount, they should have no issue paying the $1817 balance still owed.
  
  
  
  Regards,
  
  
  
  **** ****

  Business Response

  Date: 03/27/2023

  Dear BBB,

  On Friday, March 17, 2023,
  Mr. **** accepted our offer of the $1,400 over the telephone as a remedy for
  the situation.  In fact, the amount was a suggestion made by Mr. **** at
  the beginning of our conversation.  At the end of our call, the client
  stated that he was happy, that he would continue to be a client of H&R
  Block and, because of our actions, would be seeing our preparer Tiffany
  Blackwell in our Onley, VA office next year.  The check on which the $1,400
  was disbursed, cleared our account on 3/21/2023. 
  
  At the time of the issuance
  of the $1,400 check, Mr. **** had already received a refund of $681 for the
  2019 tax preparation fees.  The total amount received by Mr. **** directly
  from the franchise is $2,081.  As a further gesture of good will, we
  decided to also offer a $500.00 voucher to be used toward future tax
  preparation services next year.  The voucher, a letter to Mr. **** and the
  $1,400 check were all sent by UPS next day delivery to Mr. & Mrs. ****. 
  
  During the Franchise owner’s
  conversation with Mr. ****, he did admit to the fact that the Peace of Mind
  claim should have been submitted to be processed immediately upon the receipt
  of the IRS letter by our Pocomoke City Office.  However, it was never once
  stated that Peace of Mind would or should reimburse Mr. **** anything.    
  
  The IRS, and subsequent VA
  letters that Mr. **** received were in relation to unreported cancellation of
  debt in excess of $9,000 and an underreporting of his business income of
  approximately $2,000 for the 2019 tax year.  We have proof of the business
  profit and loss report with which he provided at the time of tax
  preparation.  No entries were made for
  the cancellation of debt in BlockWorks, no notes on the topic were found, nor
  were any 1099-Cs found in the client files or paperwork. We firmly believe that
  we were never made aware of these items at the time of tax preparation.   
  
  Our fault,
  to which we admit, is the untimely responses to Mr. **** regarding his taxing
  authority letters and the delays in processing of the POM claim.  When the
  client emailed his IRS letter to the original preparer, it was not addressed
  until the client called back some time later to ask the preparer what was going
  on.  From what we were told, the response the client received from the
  preparer was to pay the amount owed to the IRS, which we believe the client
  did.  Virginia sent a letter well after this seeking their portion of the
  tax on the income from the cancellation of debt and underreported income.
  
  We did advise the client
  that by working with us to complete an insolvency worksheet, there might be a
  possibility that the IRS and VA assessments would not be correct, as
  cancellation of debt would not be taxable to individuals who were deemed
  insolvent.  Although Peace of Mind requested the completion of this
  worksheet, Mr. **** did not want to spend any effort to do this and furthermore
  did not think that it was the business of the IRS or anyone to know what his
  assets or liabilities were. Nonetheless,
  the POM claim for both the IRS and VA assessments has been recently processed
  and I am told that the claim has been denied. 
  
  In closing, although POM has
  denied his claim, there is still an opportunity for Mr. **** to be possibly
  absolved of the 2019 IRS and VA insolvency debts by completing the insolvency
  worksheet.  We believe that there is a high likelihood of it being successful
  if the insolvency can be proved.  Outside
  of that, we believe that we have been generous in our most recent dealings with
  Mr. **** and will not be discussing any additional monetary suggestions he may
  have. 
  

  Customer Answer

  Date: 04/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It was admitted to my wife and I on a number of occasions from Mr ****** that he not only admitted "We made several mistakes, 4 to be exact." Yet was only willing to offer $1400 check for our troubles just to make us go away.

  We also noticed that with a multitude of complaints filed on H&R Block from both the BBB and several rating sites including google and yelp, they stated they would make good on their clients complaints with their taxes not filed improperly but the client had failed to purchase the Peace of Mind Coverage. Had they done so according to the H&R Block, they would reimburse the entire amount of tax assessment. My wife and I were only offered at the most after going round and round with the ******'s a $1400 check and a $500 discount off of our next visit (we were assessed $2811 for federal and $406 for state). After the $1400 we're still owed $1817.50!!!!! My wife and I will never again return to any H&R Block! For their peace of mind coverage is worthless. It should say, "Peace of Mind Coverage is for only those mistakes we admit to making and are willing to refund. We did give ****** the proper paperwork as well as told him verbally all the tax documents as we have done for the last 12 years. And Mr ****** admitted to us the mistake was theirs, not ours.

   

  Please help us make the ******'s (H&R Block) honor their Peace of Mind coverage.

  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair 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.

  So after getting my taxes load to my card from HR Block my card was taken forever to come and then when my card came all my funds were gone. After calling and reporting my card missing and my account was used without my permission and all my taxes were taken and Hr sent me an email on 03/07/2023 my case was denied and no one seems to help and doesn’t want to help me getting my funds back. I worked and to have this money stolen from me and hr seems to not want to help or try too. All I want is my money back please. I can’t believe someone took my card

  Business Response

  Date: 03/23/2023

  Dear Better Business Bureau,

  In response to Mr. *****-******'s complaint, we have asked the fraud department to take a second look at his case for re-evaluation. After the fraud department's investigation into the matter, they determined that the denial stands. 

  The client has been advised that if he can present H&R Block with new information or documents their case can be re-evaluated. At this time the denial of the fraud claim stands. 

  Due to our fraud department doing a second investigation into the matter and coming to the same determination, we would respectfully ask that this case be closed.

   

  Sincerely,

  Kayla

  Customer Answer

  Date: 03/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: because I feel like they’re not doing their diligence and not helping me out, knowing the fact that I’m providing all the documents that I did not resign in the city of Whittier someone used my information and took all my money
  
  
  
  Regards,
  
  
  
  ****** *****-******

  Business Response

  Date: 03/29/2023

  Dear Better Business Bureau,

  While we regret the client's dissatisfaction with the outcome of his fraud claim, at this time, the decision stands. The client did not provide sufficient evidence to substantiate his fraud claim. 

  The client was made aware that if he provided new evidence that the case could be re-evaluated. The client stated he had a police report to provide that would give our fraud department new evidence to review, but has not provided us with the documents at this

  time. Once the client provides us with the police report the case can be reviewed again, but at this time the denial of the client's fraud claim stands.

  We respectfully ask that this case be closed.

   

  Sincerely,

  Kayla ********

  H&R Block

  Customer Answer

  Date: 03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have provided enough evidence to defy claim. I also provided the incident report which they have a full copy of. Also, I provided my bank statements, indicating that I was not where they’re indicating I was, I feel like they’re not cooperating. I feel like the adjuster is not even cooperating. All I’m asking is for my money to be returned to me or what other steps I need to do in order to return my money.
  
  
  
  Regards,
  
  
  
  ****** *****-******

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair 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.

  My wife and I filed our taxes at HR Block located on **** ** in ********, ** like normal on February 10, 2023.
  Our federal tax return was accepted by the IRS no problems and refund sent to hr block February23, 2023 to be disbursed to my wife and I to a debit card provided by HR Block.
  According to the tax preparers at the HR Block office, as well as their phone customer representatives, the refund was submitted to our account and was supposed to be available on our provided debit card on Thursday, February 23rd, 2023.
  The problem is that there aren’t any funds available on our debit card. The federal refund was never deposited into our account. We haven’t received our refund of $5,135.
  We’ve spoken to the customer representatives a dozen times without any proper explanation as to why we haven’t been paid. We’ve physically walked into the 23rd street location to get answers. They never gave us a straight answer, they only said we would be paid on our debit card by today March 3, 2023.
  We haven’t received any money.
  Please help, this is extremely urgent.

  Business Response

  Date: 03/07/2023

  Dear Better Business Bureau,

  In regards to Mr. *******'s complaint, we have looked into the issue, and the clients tax refund has now been funded to his Emerald Card. 

  As a result we consider this matter resolved. 

   

  Sincerely,

  Kayla ********

  H&R Block

  Customer Answer

  Date: 03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19536148, and find that this resolution is satisfactory to me.
  

   

  Thank you very much for all your help at the BBB. 
  we are extremely grateful!
  
  
  
  Regards,
  
  
  
  ***** *******