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

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

• 

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

  11900 Industry Way Ste 5 Anchorage, AK 99515-3592

• 

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

  11401 Old Glenn Hwy Ste 110C Eagle River, AK 99577-7747

• 

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

  11312 Kenai Spur Hwy Kenai, AK 99611-9106

• 

  H&R Block

  116 Market Center Dr Alabaster Market Center Alabaster, AL 35007-8610

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:05/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister named **** ** ** and myself named **** *** ** used HR Block's service (i.e. ITIN Application and US Federal and ****** Tax Return) on January 29, 2023. The HR Block Office we used is located at ***** * **** ** *** **** ********* **** *****. The tax professional's name is **. ******** ****. My sister paid US$276.00 and I paid US$402.32 for the above-mentioned services. However, on March 20, 2023, I received a letter from the Department of the Treasury of IRS saying that my ITIN application was rejected because Ms. ******** **** is not an authorized acceptance agent. My sister received the same rejection letter from the Department of the Treasury of IRS for her ITIN application because Ms. ******** **** is not an authorized agent on March 28, 2023. However, when we started using Ms. ****'s services, we were guaranteed by both the HR Block Office and Ms. **** that Ms. ******** **** is IRS authorized acceptance agent. It turned out to be both our ITIN application and our US Federal and ****** Tax Returns were rejected due to the neglience of HR Block Office and Ms. ****. We tried to contact the HR Block Office a few times for help but in vain. Finally, we were told to reach Ms. ******* ***** ***** at the other office at **** ********** ***** *** *** ********* ** *****. We followed up with ******* on April 13, April 22, April 26 and May 3, 2023 and nothing has been fixed at this moment. Also, Ms. **** made a mistake on my G45 Tax. She made an error on my business income (Supposed to be US$17,570.50 but she wrote US$35,141.00). This error made me pay extra tax. We asked her to fix this error but she didn't do anything at all. Therefore, we would like to get a full refund for my sister and my payments i.e. US$276.00 + US$402.32 = US$678.32. Please send us the refund payment to our original credit cards that we paid for the service. If not, you can reach out to me at my e-mail address so we can agree on how the refund payment to be made.

  Business Response

  Date: 06/20/2023

  Dear Better Business Bureau,
  
  In response to **** ***'s complaint, The District Manager has been in contact with the client. The requested fees have been refunded and sent as of 06/15/2023. Client should expect check within 7-10 business days.
  
  
  As a result, we consider this matter resolved. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.  
  
  Sincerely,  
  
  ****** ****

  Customer Answer

  Date: 06/28/2023

  [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: We haven't received our cheques yet as of today.  
  
  
  
  Regards,
  
  
  
  **** *** & **** ** **

  Business Response

  Date: 07/21/2023

  Dear Better Business Bureau,
  
  In response to **** ***'s rejection, upon research there are two claims that have been approved and resent. Claim numbers *********(sent 07/15/2023) and *********(sent 07/20/2023). For reference, Attachments of the claims and the address they have been sent are included in this response. Client should expect check within 10 business day of the sent date. We apologize for any inconvenience and appreciate our client's patience.
  
  As a result, we consider this matter resolved. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.  
  
  Sincerely,  
  
  ****** ****

  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: We haven't received any checks for me and my sister.  We already mentioned very clearly to the manager a few weeks ago where the 2 checks shall be sent to.  It has been over a month now.  
  
  
  
  Regards,
  
  
  
  **** *** & **** ** **

• Initial Complaint

  Date:05/10/2023

  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.

  I filed my 2021 tax year with H & R block. I gave legal and original tax deductible documents to tax preparer person to be filed. I provided 2021 county property tax document to the tax preparer stating on the form $ 10,000 for deduction from my total taxable growth. On itemized deduction line, the tax preparer filed $ 103,000 incorrectly. The correct amount was $10,000 which I provided the original document. This year, I went to H & R block to the office of same person who did 2021 tax return to file my 2022 tax year. While the tax preparer ( the same person who did my 2021 tax return ) doing my 2022 tax return, I noted $ 103,000 on the double screen computer, and I asked the tax preparer, where $ 103,000 itemized deduction came from 2021 tax return ? I did not give you the document for this amount and how it happened ? The tax preparer said, I did not know, and I asked again, you did it, please you need to find out, I don't want any problem with the government' Another tax pro found out, the 2021 property tax filed incorrectly with the amount of $103,000. The tax preparer said, I need to re-amend because it was my mistake. The next day, the tax pro called me to pay the franchise tax board with the amount of about $ 8,300 I asked the tax preparer, H & R block polies are : 100% accuracy, 100% customer satisfaction, and high amount tax refund, you did mistake and you need to pay it to Ca franchise tax board, but the tax pro did not want to help me and talk about it. I called the H & R block costumer services multiple times to help me in paying the tax board because of their mistake. The customer services did not call me back except telling me we will call you in 3-5 business days, but no call back and sometimes they handed up the phone on me. H & R block put me in financial problem and not willing to solve the problem . I am kindly asking the BBB to help me with this issue.
  Thank you

  Business Response

  Date: 05/23/2023

  Dear Better Business Bureau,

  
  Regarding Mr.Gezumus complaint we apologize for an inconvenience. I have spoken to the DGM Debbie, who has amended the clients return for free as well as any penalties or fees due to the error that has occurred. Debbie is also refunding the client in the amount of $414.00 from the tax preparation fees. Due to the client's requested resolution being met we consider this matter resolved. At this time, we respectfully ask that this case be closed.
  
  Thank you, 

  
  ******* ***

  H&R Block

  Customer Answer

  Date: 05/26/2023

  [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:
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/09/2023

  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.

  Last year I went to Hr block to have my taxes done by Amanda ****** Throughout the process there were delays for reasons given by Ms ******, The communication was far and few between going months without a response until she quit responding she has my personal info and I haven't heard from her nor will she respond This year 2022I go to hr block once again I meet with Ms Ann ******* in February It's Now May I have not heard from her she has not returned my emails And I don't know what going on with my taxes This is causing me to have not filed taxes for 2 years which will result in severe penalties This is very unprofessional I expect more from a business with the representation that HR Block has

  Business Response

  Date: 05/25/2023

  Dear BBB,
  We apologize for any inconvenience. The office has been in touch with Mr. **** and the tax preparer is diligently working on correcting any issues with the returns. The office is also working on reimbursing Mr. **** the penalties and interest. This process will take some time and Mr. **** has been made aware.
  Thank you,
  Executive Escalations
  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:

  I filed a complaint against hr block for not filing my return for 2 years I've reached out with no response
  
  
  
  Regards,
  
  
  
  ****** ****

  Business Response

  Date: 08/18/2023

  Dear BBB,

  The office has reached out to Mr. **** several times. The office has been in contact and has been working with Mr. **** to resolve.

  Thank you,

  HRB Executive Escalations

  Customer Answer

  Date: 08/18/2023

  [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 have texted several times with no response and I've sent copies of the text messages with no response
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:05/05/2023

  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 issue began in 2021 after filing my taxes for 2020 with a Tax Professional. Our professional left a W2 off of our return. He informed me we were getting a 14K return, I questioned it and asked him to verify, which he did and said it was correct. Later that year, I got a letter from the IRS for outstanding taxes. This bill included Interest, penalties and fees as well as the balance. I reached out to H&R block and was eventually contacted by the regional manager for the Midwest. The manager said that I should of caught the mistake and basically blamed the entire thing on me. He did assign another person to my case, who reached out to me and had me file some form with the IRS. I didn't receive any response from the IRS and followed up with the employee again. He asked me to give it another 30 days, which I did. When I followed up with him after the time had elapsed, he did not respond to my inquiry or any of them after that.... I then contacted H&R Block "customer service" to move this along. Since the case was opened, I have received 1 phone call from H&R. Every time I call in, nobody can help me. They escalate the case and told me I will be called back, and I have never been. I was once passed to a Tier 2 or something. She did a lot of research and talked to people over our 60 minute phone call, told me I would have resolution in the next three days and to call back if I didn't and ask for her. No response, called back in, asked for her, and was told there was no way to get my call to her, there was no number to reach her, and there was nothing they could do other than escalate the case once again. Since then, I have called in 10 or so times with the same result. Promised a call, never called back. The latest move was to tell me to wait up to 6 weeks for a response (although they mostly come faster). I did, got nothing, and when I called back in, (today) they had to idea what the issue was or what I was even waiting on. The case was once again escalated..........

  Business Response

  Date: 05/24/2023

  Dear Better Business Bureau,
  
  In response to Mr. *******'s complaint, The District Manager, Mauricio Camargo has been in contact with the client in an attempt to resolve this issue. We have completed an amended return and refunded the client's tax preparation fees. While the client is wanting HR Block to be responsible for the IRS bill, Peace of Mind coverage was not included on the years in question. At this time the client is liable for the mentioned tax bill. We have exhausted all ways to reconcile this matter.
  
  As a result, we consider this matter resolved. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.  
  
  Sincerely,  
  
  ****** ****

  Customer Answer

  Date: 05/24/2023

  [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 guarantee provided by H&R Block states that if my return is incorrect, due to a mistake made by them, they would pay all resulting penalties and interest. The tax professional failed to complete my return correctly by leaving a W2 off of my return. I expect to be covered based on the guarantee provided by H&R which is printed on my return. I do not expect my tax liability to be covered and have never asked that. I have, however, had several conversations with customer service where I outlined this exact issue in order to clarify my request. 
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 06/01/2023

  Dear Better Business Bureau,
  
  In response to Mr. *******'s rebuttal, Our review has determined we have exhausted all resolutions to the client's issue. We have completed an amended return and refunded the client's tax preparation fees. While the client is wanting HR Block to be responsible for the IRS bill, Peace of Mind coverage was not included on the years in question. At this time the client is liable for the mentioned tax bill. We have exhausted all ways to reconcile this matter.
  
  We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial. 
  
  Sincerely,  
  
  ****** ****

  Customer Answer

  Date: 06/02/2023

  [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:

  H&R Block offers a 100% accuracy guarantee with their services. "100% Accuracy Guarantee - If we make an error on your return, we'll pay any penalties and interest due to our error." 

  The penalties and fees I was charger were a direct result of an error made by H&R Block. I fail to see how this mistake doesn't qualify for this guarantee. 

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

• Initial Complaint

  Date:05/04/2023

  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 filed my taxes with H&R block back in Feb. 2023 and I received my refund March 2023. And the amount that was deposited into my account was incorrect, so of course i called H & R Block to see what was going on & why $579.29 was taken out my account without my authorization, consent, a heads up or me even knowing anything. So they instructed me to call the IRS, which i did, even though I knew i didn't owe them anything. So I called them back several times and been calling every week and i still haven't received a direct answer. So then they told me to contact Emerald who give me no info or even pull up an account to provide me with any information. All I've heard is that I had an account in 2007 & nobody could provide any proof nor that I even filed taxes with H & R Block that year. I even went to a local office & put a dispute in like they instructed me to & I still haven't received an answer. All I want to know is how can anyone take or touch my refund when I filed with H & R Block only , & they don't have no knowledge of the situation at hand nor could they assist me with a company who they use that shouldn't have any authority to take my $579 without my consent. That's fraud & H & R Block should be accountable because that's who I filed with & for the past month, I've been given the run around, case numbers, went to a local office & still haven't got an answer. All I want is some proof, my money back, and answers. This can't be legal.

  Business Response

  Date: 05/30/2023

  Dear Better Business Bureau,
  
  In response to Ms. *****'s complaint, we apologize for the time this has taken to get resolved.  We have spoken to her and are refunding her for the fees taken from her refund.  We have to send out a check to her address,  so please allow 5-7 business days to receive this.   
  
  As a result, we consider this matter addressed. 
  
  Sincerely,
  **** *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 05/31/2023

  [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:
  
  
  
  Regards,
  
  
  
  ******* *****

  Customer Answer

  Date: 06/01/2023

  [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,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/26/2023

  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.

  H&R Block online software made an error on my 2016 tax return, which resulted in penalties and interest to me of $8,166. H&R Block is ignoring me and refusing to pay under their $10,000 Accuracy Guarantee. The crux of the error was that all the information I submitted transferred properly to my Federal returns, and they were correct. However, the information I submitted did NOT transfer properly to my state returns due to an internal error in H&R's Block software, which resulted in an underpayment of state tax and interest & penalties of $8,166 from the State of NJ, which the State of NJ discovered in 2021. H&R Block has a $10,000 accuracy guarantee for its online product. I filed a complaint with the H&R Claims Department at the end of 2021. They responded in April 2022, saying they are not responsible. In their email, they claimed that it was my failure to report income, that resulted in a penalty. That is an egregious and outlandish claim, completely unsubstantiated and meant to avoid their false advertising of the Guarantee.
  
  I responded to their letter with exact arguments, why they ARE responsible because it was their glitch. The evidence is clear that I provided correct and complete information about my income, as my Federal return was correct. The data was transferred correctly to Federal. The data was messed up due to their internal software glitch when transferring to State from Federal in H&R software internally.
  
  Since then I have written multiple e-mails to H&R, the last one was last month March 2023, and they have been ignoring all of them. I am not the only one - there are other customers who have issues with their Software glitches. H&R Block is engaged in false advertising of their $10,000 online accuracy guarantee, luring customers into filing tax returns with them by giving them false comfort and then reneging on their warranties. Please help me resolve the issue. I have exhausted my attempts to resolve directly. Anna cell: 347-575-9120

• 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,
  
  
  
  **** ********