Business Profile

Tax Return Preparation

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

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
This business profile reflects national complaint activity. All complaints concerning H&R Block, Inc. and H&R Block Mortgage is sent to the Kansas City Better Business Bureau for processing.

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

Customer Complaints Summary

1,185 total complaints in the last 3 years.
387 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:07/11/2023
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.
An issue with HR Block's filing software caused the IRS to make changes to my taxes and send me a letter CP11. I contacted the local HR Block office (Hallstead, PA) and talked to Carol ********, who said she was going to file an amended return. Because I needed to pay taxes, the IRS has been charging me interest until the amended return is processed (20 weeks) ! After several weeks of not hearing anything, I emailed Carol (twice) and got no reply. I finally called the office and they said that my account has been transferred to someone else and they would call me back, and that never happened. I called the HR Block help line (************) and the only thing they could do is schedule an appointment in a couple days for me to call them. This is not acceptable, they need to call me. To make matters worse, I got a letter from NY State that I now owe them another $500 because of the changes the IRS made to my taxes.
Business Response
Date: 08/16/2023
Dear Better Business Bureau,

In response to Mr. *****'s complaint, we sincerely apologize for all the inconveniences. We have contacted Mr. *****, gone over the amendments with him and will be refunding him for his prep fees. Please allow 7-10 business days for the check to be received.

As a result, we consider this matter addressed.

Judy *****
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/17/2023
[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:
This does not come close to the costs that the mistakes and delays have caused so far, these are approaching $1000. Additionally, I have not received confirmation that my amended return has been filed (which Tracy said was done). I requested from Tracy that she send me a copy of it, and this has not happened after almost 3 weeks. I also contacted the IRS and it has not been filed. Since the company can't admit and accept responsibility for the damage it's caused, I will have to take legal action.

Regards,

**** *****
Business Response
Date: 08/23/2023
Dear Better Business Bureau,

In response to Mr. *****'s rebuttal, we have contacted Mr. ***** and sent him the amendments by mail as he requested. He should be receiving these today. He will have to sign them and mail them to the IRS. We are processing a refund for his tax prep fees which he should receive within 7-10 business days. While we regret the mistakes that were made, his rebuttal raises no new issues with H&R Block products and services.

As a result, we consider this matter resolved.

Judy *****
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/28/2023
[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:
That does not completely cover my costs for something that I did not cause. I've given every opportunity to address these costs, but have been lied to and ignored, so I have to turn to legal alternatives.
With the lack of responsiveness and empathy by employees of the company, not bringing this to light socially would be a failure on my part.

**** *****
Initial Complaint
Date:07/05/2023
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 property tax return has been delayed almost one month due to misinformation, and they screwed up my tax return form and was rejected 2 1/2 weeks ago by the state and only found out today (7/3) long after the fact because I called Dept. of revenue today and they told me this. The GM (Scott Friday) was supposed to fix it today before the holiday (4th) but never got back to me, now it continues to be delayed by at least 2 more days. I have been treated extremely poorly in the past 4 weeks by a few different emloyees, yelled at, laughed at, hung up on, mis-informed/lied to and blown of, and my tax return is STILL NOT SUBMITTED. This is the worst customer experience I have ever had, they do NOT care, and continue to blow this off. Since they F***ed up my return I expect my $35 filing fee refunded. I need someone to step in and get them to do their job and submit my return - CORRECTLY! and for screwing it up, the very service they provide depends on accuracy & a system in place to ASSURE it. I expect my $35 filing fee refunded, also an appology for the horrible treatment I have recieved this past month. I would like H&R Block president ******* ***** to be aware of this as well. Refer to the attached Word Document for specific details of what has happened. Thank you.
Business Response
Date: 07/11/2023
Dear Better Business Bureau,

In response to Mr. ******s complaint, we are sincerely sorry for the time and trouble he has endured. We have been in contact with the client and have the form he is referring to filed and accepted by the State of MN. Also, we have refunded him for his fees as he requested. Please allow 7-10 business days for the check to arrive at the mailing address we have on file.

As a result, we consider this matter addressed and resolved.

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

Customer Answer
Date: 07/12/2023
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am rejecting this response because: Although I have been offered a voucher ($100) towards next years taxes, however I will not be using that voucher, as I will not be coming back next year. I have requested a $35 refund for the filing fee that I paid on 6/16 for my tax return.

********

***** ******
Business Response
Date: 07/14/2023
Dear Better Business Bureau,

In response to Mr. Grove's rebuttal, we have cut him a check for the $35 he requested and we mailed out the check July 13th. We ask that you please allow 7-10 business days for this to be received.

As a result, we consider this matter resolved.

**********
**** *****
********* ******** *******
*** *****
Customer Answer
Date: 07/17/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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

* **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me (Once the $35 is recieved, but as of 7/17 it has not arrived yet).

Regards,

***** *****
Initial Complaint
Date:07/03/2023
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 have been using H&R Block tax software for over 20 years. In performing a check of my 2022 versus 2021 taxes, I noticed that the software had completely left out a form in the 2021 taxes costing me $638. I filed a case with H&R Block and they denied having an issue and said I should have known to file that form and advised me to file an amended return. Since filing amended returns is used in determining audits, I thought that was a bad idea. My case is that their software should have known that I needed to file the additional form and queried me for information so that the form could be properly included in my taxes. That is a normal expectation for competently written tax software.

H&R Block took three months to reject my claim primarily due to the lack of quality in their customer service department.

The public needs to know that H&R Block is marketing a program that requires advanced knowledge of the US Tax Code to insure accuracy. Their accuracy guarantee is worthless.

I doubt they will own up to marketing a useless product so the public needs to know about this issue so they don't repeat my mistake.
Business Response
Date: 08/10/2023
Dear Better Business Bureau,

In response to Mr. ****'s complaint, we have provided a response to this client from our Executive Escalation's team. He used our DIY program to file in 2021 and there is a FAQ regarding foreign taxes, how they should be paid and what form to use. He will need to amend his taxes in order to receive the $638 back from the IRS.

As a result, this is our final position and we feel this has been resolved.

Sincerely,
Judy *****
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/10/2023
[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:
Their software has a serious flaw. While there might be an FAQ on paying foreign taxes, their program just failed to send me to the part of the program where the foreign taxes should be deducted. The program handles it correctly for amounts under $600. Since I was just over $600, it failed. One only looks for an FAQ if one knows there is a problem. I did not know because they did not tell me. They handled the deduction correctly in 2020 and 2022 but failed in 2021. This is an egregious error that they are denying. Consumers should avoid their tax preparation software at all costs.

Regards,

Greg ****
Business Response
Date: 08/15/2023
Dear Better Business Bureau,

In response to Mr. ****'s rebuttal, while we regret his dissatisfaction with our Digital software, we do expect the user to have some proficiency of tax forms and IRS regulations. Additionally, if Mr. **** wants the $638 back from the IRS he needs to complete an amendment. This does not send up a red flag to the IRS as he speculates.

As a result, we do consider this matter resolved.

Sincerely,
Judy *****
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/16/2023
[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 I have been using their tax software for over 20 years and know how it works. I am an IT professional and know when a piece of software is flawed and in my opinion their software is flawed. It should have sent me through the interview to fill out the additional form. You have to look for an FAQ to know it exists. Their software is designed so that you do not have to have extensive knowledge of the IRS code. That is why you buy it. Additionally, nobody wants to cause any problems with the IRS and filing an amended return does just that. H&R Block is denying responsibility for putting a flawed product on the market and denies any responsibility for the errors that it causes. I think the public needs to know that and keeping my case on the BBB site does just that.

Regards,

Greg ****
Initial Complaint
Date:07/01/2023
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 have been asking for a settlement involving a false statement. Concerning an amendment for 2019. I have called several times to make a complaint. Told it will be escalate and the situation is not being locked a
T.he company refuses to accommodate for lying to me about when it could be filed. I was told someone would call me back in 48 hours several times and they didn't
Business Response
Date: 08/18/2023
Dear Better Business Bureau,
In response to Mr. ****'s complaint we apologize for any inconvenience. However, after extensive research we are respectfully denying Mr. ****s request.
Mr. **** filed his own return and amended the return himself. He went into the office to get a second opinion which our tax pro's did review free of charge. Additionally, the office did make him aware he needed to mail in the return.
As a result, we consider this matter resolved.
Sincerely,
******* ******
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/21/2023
[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: ********

I am rejecting this response because: I was told they would take care of this. It's not my fault they didn't help me before the 04/15/2023 deadline. I was told they would now they are denying my request for estimated 120 dollars. I don't understand the reason for denial.

Regards,

***** ****
Business Response
Date: 08/28/2023
Dear Better Business Bureau,
In response to Mr. ****'s rebuttal, this complaint brings no new issues, therefore we stand by our original response.
We will not be reimbursing any fees.
As a result, we consider this matter resolved.
Sincerely,
******* ******
Associate Business Analyst
H&R Block
Customer Answer
Date: 09/05/2023
[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 was told on many occasions via phone that they would resolve this matter. Now I see they were gas lighting me. so i will not accept this and I wouldn't be trying to work with them if I was told such.

Regards,

***** ****
Initial Complaint
Date:06/29/2023
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.
This has been an absolute nightmare... To start it off, I went in person to get my taxes done with ***** ****** at the H&R Block off of **** Street. Gave her all of my information including my bank information. She assured me that the money that will be owed will automatically be taken out of my account by her after I filled my taxes. She also said I should be getting my return back by the following day (to add context I went in on a Thursday). I didn't receive my return until 6 days after I went in person. Once she sent over my return I filled it and from what we talked about at our meeting, she would manually take it out of my account with my banking information. It was never taken out of my account. I tried calling for weeks, leaving her messages via text/website, and even went back to the office off of **** Ave several times during their normal business hours (which was closed every time I went) - heard nothing. At this point I wasn't sure what to do and the last thing I wanted to do was pay double for my taxes and create a further problem. I ended up getting a number for H&R Block to file an complaint. The representative I spoke with took down the issues I've been having and had another representative reach out to me to help me with next steps. That persons name was ***** ********. She looked in *****'s notes and there was no bank account hooked up to my H&R block account even though ***** took that information during the meeting Thursday, April 6th. She said to go ahead and pay the amount due on the IRS website and she asked if I'd like a refund for ***** ****** services (refund of $231). I said yes I'd like to have a refund and she said that will be refunded to my account immediately. Have never received my refund and haven't heard back from here in 23 days with 3 missed responses from my messages. At this point I just want me refund that was promised of the $231 and I'll just take the late fees since my taxes were put in late. Any help would be appreciated!
Business Response
Date: 08/04/2023
Dear Better Business Bureau,

In response to Mr. *****'s complaint, we have talked with him and we did find an error on our part. We are refunding him for his fees and he was satisfied with the outcome.

As a result, we consider this matter addressed and resolved.

Sincerely,
Judy *****
Associate Business Analyst
H&R Block
Initial Complaint
Date:06/23/2023
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.
My name is ******** ********** ON 1/22/19 I filed my 2019 tax's on January 22nd 7:30 p.m. with H&R block online. I was suppose to receive $1,117 federal after fees $1,067.06. on January 22nd I received a email that said my federal tax return was accepted. January 24th I filed my Montana state return with H&R Block online I received my state check. on January 29th I received another email According to the Protecting Americans from Tax Hikes (PATH) Act of 2015, the IRS is required to hold all refunds for taxpayers claiming these credits. This means the IRS won't issue your refund until mid-February. While the IRS will begin issuing refunds with these forms starting in mid-February, your federal refund should appear in your bank account between February 27-March 3rd. I checked the IRS where's my refund page said pending refund. I contacted H&R blocks tax pro online chat around march 3rd she told me that everything was fine and there was no red flags and because of covid-19 I should wait 90 days due to back log of taxes. I contacted the H&R block chat tax pro again at least 5 separate times over the next 9 month with no straight answers. I went to Jackson Hewitt the next year they told me H&R block would have to fix previous years issues then last year I went to H&R block. I filed my 2021 taxes on February 21st 2022 my tax pro was ***** ***** ****** at the ******* ****** ******** ****** **** ** ******* *** *** ********* ** ***** location phone number ************ said she would help me that she needed my 2020 tax forms. I gave her that then she asked for my personal I.D number i gave her that and she never responded back after that. I just want my federal tax return fixed please help me I was told %100 customer satisfaction because I didn't receive my refund I lost my rented home then lost my job and finally now I'm back on my feet working housed and H&R block still wont help me. I'm asking you for help.figuring this out Thank you very much sincerely ******** **********
Business Response
Date: 08/11/2023
Dear Better Business Bureau,
In response to Ms. **********'s complaint we apologize for any inconvenience. I did reach out to Ms. ********** via email she has my contact information. We are currently looking into matters. If any questions or concerns come up she can reach out.
We ask the Bureau to make note of our attempt to resolve matters.
Sincerely,
Natalie M*****
Associate Business Analyst
H&R Block
Business Response
Date: 08/11/2023
Dear Better Business Bureau,
In response to Ms. **********'s complaint we apologize for any inconvenience. I did reach out to Ms. ********** via email she has my contact information. We are currently looking into matters. If any questions or concerns come up she can reach out.
We ask the Bureau to make note of our attempt to resolve matters.
Sincerely,
Natalie M*****
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/12/2023
[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:Matter is still not resolved H&R Block is still looking into complaint. Waiting for further information

Regards,

******** **********
Customer Answer
Date: 08/12/2023
[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:Matter is still not resolved H&R Block is still looking into complaint. Waiting for further information

Regards,

******** **********
Business Response
Date: 08/21/2023
Dear Better Business Bureau,
In response to Ms. **********'s rebuttal, we have tried contacting her to resolve matters with her directly with no luck.
We ask the Bureau make note of our attempts to address/resolve matters.
Sincerely,
Natalie M*****
Associate Business Analyst
H&R Block
Business Response
Date: 08/21/2023
Dear Better Business Bureau,
In response to Ms. **********'s rebuttal, we have tried contacting her to resolve matters with her directly with no luck.
We ask the Bureau make note of our attempts to address/resolve matters.
Sincerely,
Natalie M*****
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/22/2023
[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 still have not received another email back from H&R block or phone call this attached image is the only email i received with my response i really just want to get this matter resolved as soon as possible thank you for your help

I am rejecting this response because:

Regards,

******** **********
Customer Answer
Date: 08/22/2023
[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 still have not received another email back from H&R block or phone call this attached image is the only email i received with my response i really just want to get this matter resolved as soon as possible thank you for your help

I am rejecting this response because:

Regards,

******** **********
Initial Complaint
Date:06/21/2023
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.
HRBlock made a mistake that carried additional taxes, interest, and penalties for my family. On May 2, 2033, we received an apology letter and a check from HRBlock since we are covered under the "Block Standard Guarantee" (which covers penalty and/or interest) and purchased the additional HRBlock's Peace of Mind (which covers additional taxes owed).

However, the amount reimbursed is lower than the amount we paid to the State and Federal government in penalties, taxes, and interests. In addition, we received an additional bill from the State for penalties. My estimated underpayment is $444.08.

After immediately contacting the customer service line on May 2 and asking for clarification, I received case number #********. The representative mentioned that somebody would follow up within 72 hours. However, to date (June 21), no resolution or clarification has been shared. I called again on May 25th and June 10 and I tried to fax a detailed list of charges to the number provided by HRBlock in the apology letter. Unfortunately, the call sends me to a never-ending automatic response and the fax line is always busy (so the fax is not going through).

My husband and I have been HRBlock clients for over ten years and paid for the Peace of Mind Extended Guarantee. We are confused and disappointed by the unusual lack of response and transparency.

Thank you BBB for the opportunity to seek clarification and our full refund.
Business Response
Date: 07/26/2023
Dear Better Business Bureau,
In response to Ms. *****'s complaint. We apologize for any inconvenience a claim was approved and a check was mailed out.
As a result, we consider this matter resolved.
Sincerely,
Natalie ******
Associate Business Analyst
H&R Block
Customer Answer
Date: 07/26/2023
[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 business never clarified why the check was smaller than
the amount we were instructed to pay to the IRS. In addition, for
over three (3) months, the company ignored several requests to clarify the
difference.
Their phone number routed us for months to an automatic
message stating that the issue was under review. The fax numbers do not work.
Delaying a response and malfunctioning systems limit our
ability to claim additional charges assessed by the State after issuing the
original check.
It took one month for the company to “respond” to the BBB
claim, they did not address any of the issues that originated the claim.
Relevant images are attached.

Regards,

Brenda ****** *****
Business Response
Date: 08/11/2023
Dear Better Business Bureau,
In response to Ms. *****'s complaint we sincerely apologize for any inconvenience, a check was approved and mailed out on 7/24/23.
She has my contact information if she has not received the check, she can reach out to me via email or phone.
As a result, we do consider this matter resolved.
Sincerely,
Natalie ******
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/12/2023
[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:
If the business reviews the
claim, a key issue is that every time I contacted them, the
automated system asked if this was a new or existing claim. Over months, when
selecting “existing claim,” the recording in the machine responded that the
case was still pending. There was another issue once. So, this time I could
talk to a representative. Apart from addressing the other issue, I asked the
representative to check the status of this case reference #********. He
did, and his answer was the same as the one provided by the automated machine.
The case was still under review, but he said he sent an internal message asking
for further follow-up. Nothing happened.

There is also a fax number in
the letter. So, I tried sending a fax several times and even at odd hours. The line
was always busy. I submitted evidence before.

Thus, the business response
of “she has my contact information” is, at best, inaccurate. Lastly,
being the client for over ten years and having
purchased the extra “Peace of Mind” protection. I expect the business
to use my contact information OR respond via BBB.

Brenda
****** *****

Regards,

Brenda ****** *****
Initial Complaint
Date:06/15/2023
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 filed taxes for 2019, 2020 & 2021 all at once and for the first time in my life. I’m an immigrant. My H&RBlock tax preparer had all the information input correctly. I owed taxes for 2020 & 2021 to the California Franchise Tax Board and to IRS. I paid in full. I was not advised by the expert that filing late would have accrued late fee penalties and interest. I was told to send one check to State and one to Federal. Within three months I got a letter from the Franchise Tax Board saying I owed about $132 dollars. I ran to H&RBlock their expert name ******* from the Watt Ave office said I did not owe anything that IRS makes mistakes too. He called the number in the letter and left a message. For the second letter, 3 months later he sent a fax. For the 3rd letter he print all the documents and had me mail it saying I did not owe. The Franchise Tax Board sent my case to collections and now the debt was over $400. Meanwhile IRS also sent a letter claiming $230+ also for 2020. I asked for help to H&RBlock block again. A different agent told me to pay. I did. I was guided wrong by the H&RBlock agent who told me I did not owe any money. The interest accrued was due to *******’s wrong advice. I filed a complaint within H&RBlock different people handle and relate my story. The claim department denies my claim stating “It now appears that such information was not correct or complete due to no fault of H&RBlock, which is the reason your claim is denied”. Furthermore, they write “The tax issue involved in your claim is not covered by the H&RBlock Guarantee, which is the reason your claim is denied”. So, H&RBlock is not responsible as an entity for the ill advice of its tax expert? I believed their experts were there to guide me through, not to cause me damages having the Tax Board send me to collections! I believe H&RBlock should be held responsible for the wrongful counseling. H&RBlock claim # ********* & appeal # ********
Business Response
Date: 07/13/2023
Dear Better Business Bureau,

In response to Ms. *********'s complaint, our sincere apologies for any misunderstandings from the the tax pro that completed her returns. The 2020 and 2021 returns were filed late and had balances due to both the State and IRS. It is the taxpayer's responsibility to know and pay taxes on time or penalties/interest will be assessed. We are sorry Ms. ********* was not aware of this.

While we regret she is not satisfied with our claim denial, we stand behind the letter she received June 7th, 2023. As a result, we consider this matter addressed and resolved.

Sincerely,
**** *****
Associate Business Analyst
H&R Block
Customer Answer
Date: 07/20/2023
Complaint: ******** I am rejecting this response because: H&RBlock failed to take responsibility for the advice their “tax expert” gave me. I never asked H&RBlock to pay my tax responsibility. I requested them to pay the cost accrued because their “expert” told me I did NOT owe any money to the Franchise Tax Board. I don’t need H&RBlock block to feel sorry for me not knowing USA Tax rules and regulations. I know my responsibility as a tax payer; I accept my ignorance in this matter. This is the reason why when I needed to pay my taxes, I hired H&RBlock to guide my steps conducting my business. It is H&RBlock fiduciary responsibility to guide those steps correctly. By H&RBlock block denying my claim all they are doing is defrauding a law abiding client, who was put to the brink of collections because their “expert” gave me a WRONG ADVICE! I don’t need a high ranking H&RBLOCK employee to feel sorry for me. I need H&RBlock to do the job they were hired to do. I need H&RBLOCK to take responsibility of their employees’ IGNORANCE IN TAX MATTERS! I need H&RBlock high ranking and decision making employees to actually READ the complaint and respond about the matter and not their feelings about it!

Regards,

***** *********
Business Response
Date: 07/21/2023
Dear Better Business Bureau,

In response to Ms. *********'s rebuttal, she filed her returns late to begin with and 2 of the 3 years she had balances due. While we regret she feels the tax pro gave her incorrect advice, this rebuttal raises no new issues with H&R Block products/services. We stand behind our original response dated, July 13th, 2023, and refer your office back to that response. ?

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

Sincerely,
**** *****
Associate Business Analyst
H&R Block

Customer Answer
Date: 07/21/2023
[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: ********

I am rejecting this response because: It is obvious the H&RBLOCK employee is not analyzing my claim seriously. I reported 3 years of taxes 2019, 2020 & 2021 all at once and for the first time in my life in February of 2022. I hired H&RBlock because I believed they would guide me through the process. I was not aware of any penalties for late filing and their “original tax expert” failed to explain that to me. As an expert he would have known there was a penalty and it should have been calculated at that time. The California Franchise Tax Board sent 3 letters to me saying I owed money, but did not elaborate that it was a penalty for late filing of my taxes for 2020. I ran to H&RBLOCK on Watt Avenue every time I received a letter. All 3 times their “Tax Expert; *******”, said I did not owe any money to the Franchise Board stating “They make mistakes”. ******* did not KNOW/notice/ it was a penalty for the 2020 late file and de facto I indeed owed. However, ******* assured me that I did not owe and replied all three letters with a phone call; then a fax; then a printed letter with a full copy of the 2020 data. A few months later Federal sent a letter saying I owed them for 2020. ******* was not in the office and another “expert” read the letter and urged me to pay it. Thanks to that H&RBlock woman I did not owe Federal taxes anymore. But what ******* analyzed and replied to the Franchised Board was sent to collections. It was the ineptitude and ignorance of ******* an H&RBLOCK employee that raised my late file fine with interest and collection fees. Once again I am explaining I am not asking for H&RBLOCK to pay the fine for late file. I am asking H&RBLOCK to pay the interest and the collections fees actúes because ******* misguided me saying I did not owe any money. It was his ignorance that caused the extra cost to me. H&RBLOCK employees sell their knowledge and expertise. As a client of H&RBLOCK I am only guilty on putting my trust in the company believing that all their employees were knowledgeable enough to guide us clients properly. My 2022 tax report was done this year with my original H&RBLOCK agent! I have an appointment set for February of next year ! So no Sir, I did not owe two years, I only owed a penalty for late filing of state taxes in 2020! Your coworker made $130 grow to over $400.

Regards,

***** *********
Initial Complaint
Date:06/06/2023
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 filed my taxes for the year 2022 with H and R Block at ***** ******* ***** ****** ******** **. To date, I have had no correspondence from them. I have tried to contact them and I was informed that they are closed. I went into my online portal which states that my taxes are being processed. I do not see my taxes for 2022 in the portal anymore, but my taxes for the previous year, which the representative asked me to upload in the H and R block portal. Please help as this is very stresful.
Business Response
Date: 08/25/2023
Dear Better Business Bureau,

In response to Ms. ********' complaint, we apologize for the inconveniences of this. We have contacted her and she is set to come into our office today to finish up her returns and get them filed.

As a result, we consider this matter addressed.

Judy B****
Associate Business Analyst
H&R Block
Customer Answer
Date: 08/26/2023
[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: I asked H&R Block to cover the late filing fee because I filed my taxes in a very reasonable time before the IRS tax deadline, therefore I should not be penalized by paying any fees associated with late filing. They should be responsible for paying any late filing fees.

Regards,

Belinda ********
Business Response
Date: 09/08/2023
Dear Better Business Bureau,

In response to Ms. *******'s rebuttal, we have been trying to reach out to her without success. We are in need of additional documentation for 2022 and we are working to resolve a rejection for her 21 return that was done outside of HR Block. We are in need of the client contacting the tax pro so we can move this forward to a resolution.

As a result, we consider this matter addressed.

Judy B****
Associate Business Analyst
H&R Block
Customer Answer
Date: 09/08/2023
[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 been in contact with H & R Block since they were assigned to my case and made my request known. I have uploaded the required information I was asked to submit. The remarks made by H& R Block are not true and this can be proven. I am unwilling to resolve this matter because of the false accusations made and the lack of regard for me as a consumer.

Regards,

Belinda ********
Initial Complaint
Date:06/01/2023
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 paid twice for my 2022 tax return & have requested a refund of the 1st payment of $644 because my return was done incorrect. I did not accept it but had to pay to review it. After reviewing I declined my return.
H&R Block has a 100% Satisfaction Guarantee
File with a Tax Pro: We’re so certain you’ll be satisfied with the tax preparation services at our offices, you only pay us if you accept your return.*
I started my 2022 Tax return on 3/30, I reached out to the office several times 4/10, 4/12, 4/14, 4/17, 4/18. On 4/18 I received a voicemail my appointment to review my return is at 7pm. I called the office at 7:15pm because I did not receive a call from anyone, I was told that they were running behind because of their system being down & they would call me at 8pm. I received a call at 9:14pm saying they needed to finish my return & send it over to review. The office did not review it with me. I received my return to review by myself at 9:56pm. After reviewing the 1st page I noticed a mistake & called the office. I explained to the gentleman that I needed to have corrections done so I could finish & file. He told me to decline my return he would update & send back to me. I waited until 11pm before calling the office because nothing was sent back to me & the office was closed! I missed the deadline. I called 4/19 @ 9am to speak with someone because I did not receive an updated return I was told someone would call me back, I did NOT receive a call back. I emailed the district General Manager with my complaint. I did get my taxes redone with another TaxPro & I paid for that service another $604. I was able to file but it was late. I have now received a Penalty letter from the IRS for late filing. I have filed several complaints with Customer Service, I have not received a call back with any updates. I filed my 1st complaint on 5/3/23. I have spoken with 8 different representatives; on the following dates 5/3, 5/10, 5/12, 5/17, 5/19, 5/24, 6/1. I have 7 cases
Business Response
Date: 06/14/2023
Dear BBB,
We apologize for any inconvenience. Ms. ****** has been
issued a refund of tax preparation fees in addition to a claim being submitted
to cover fees and penalties. The District Manager will be keeping in contact
with Ms. ****** regarding updates on the claim. We consider this complaint
resolved at this time.
Thank you,
Executive Escalations
H&R Block
Customer Answer
Date: 06/23/2023
[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 ********, and find that this resolution is satisfactory to me.

Regards,

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

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H & R Block Inc., U.S. Headquarters is NOT a BBB Accredited Business.