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 12660 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 - Donna S. Robeson

  1481 W South Loop Ste 2 Stephenville, TX 76401-5163

• 

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

  11900 Industry Way Ste 5 Anchorage, AK 99515-3592

• 

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

  2113 Central Ave NW Old Town Shopping Center Albuquerque, NM 87104-1673

• 

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

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

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:02/10/2023

  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 hr block. Submitted to a tax pro professional. She submitted my taxes so that I can review and approve them. I have not been able to approve my taxes. The tax professional submitted it four times and I still cannot approve them. She told me to contact the technical support team. The First Lady I encountered told me there was a software problem that had been have happening for two weeks, I relayed this information to tax professional , she said not true because others have submitted their taxes. So I called again, the gentleman told me the tax professional had to correct the problem, went back, she told me to call again, the next person said the same thing, and then put in a call back tree. Got a call and he said it was the tax professional. I am still waiting to submit my taxes. The tax professional was supposed to be contacting the tech team. She told me try a method her manager told her, Still didn’t work. She was supposed to contact me today, I have messaged her and I still no answer. This is so frustrating because I need my taxes to pay bills. You cannot talk to anyone who can resolve this problem, I cannot even take my taxes anywhere else because they have them locked. I emailed hr block asking for a refund, I have gotten no response,

• Initial Complaint

  Date:02/02/2023

  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.

  Just after Covid I moved up to ********* and I’ve had my taxes done twice at the H&R Block there in ****** ********. And both times they have been incorrect the amounts they have charge me to do my taxes multiple forms when they knew I didn’t have to have them done..

  Business Response

  Date: 02/09/2023

  Dear Better Business Bureau,  
  In response to this matter, our investigation has determined that Ms. *********'s complaint is against an independently owned and operated franchise office, which has the responsibility to resolve matters directly with your office and with the client.

  The franchise owner has provided screenshots of communications between Ms. ********* and the tax preparer where Ms. ********* displayed abusive and threatening language. Due to the abusive communications the franchise office is unwilling to work with Ms. ********* at any capacity. While we regret Ms. *********'s dissatisfaction with the franchise office's service, we stand by their decision to no longer work with clients displaying threatening behavior.
  

  
  As a result, we consider this matter resolved.  

   

  sincerely,

  Kayla ********

  H&R Block

  
  

  Customer Answer

  Date: 02/10/2023

  [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: when I contacted them and told them there was incorrect information on the 2020 taxes that’s when they shut down and refuse to communicate back with me, knowing that they should not have done them I am on disability I was only contacted them for my ******** homestead tax back. Then, when they did my taxes again in 2021 which was a mistake going to them there were errors on them obviously and when I contacted them, they immediately said no we’re not gonna refund you so they can just take peoples money when they knew these are educated 26 years experience, tax accountants, and then say they did nothing wrong because I asked them about it and then they continue to lie about it to you. Never in 42 years of filing taxes did I ever have a error in two years in a row with them and then they refuse to acknowledge it they refused to explain the 2020 taxes with the errors on it. These are my Tax’s  not there’s my money.
  
  
  
  Regards,
  
  
  
  ******* *********

  Business Response

  Date: 02/22/2023

  Dear Better Business Bureau,
  
  In response to this matter, our investigation has determined that Ms. *********'s complaint is against an independently owned and operated franchise office, which has the responsibility to resolve matters directly with your office and with the client.
  
  Ms. *********’s behavior towards our franchise office is not acceptable. However, we did offer for one of our company offices to assist, which she refused.
  
  At this time, we believe it is best she goes to a third party. As a result, we consider this matter resolved. 
  

   

  Kayla ********

  H&R Block

  Customer Answer

  Date: 02/23/2023

  [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:

  Is this a joke you already sent me an email that said that they could steal money and that you don’t care because they’re a private business and they can do people’s taxes two years wrong in a row and steal money from an elderly person and you said that that that was OK is this a joke or am I supposed to open the Scam email? 
  
  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:01/18/2023

  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.

  Filed taxes in 2022 and was told I owed a debt for previous year but the the tax pro did not print out the information as promised to find out why. H&R Block took money out of my 2022 refund stating I did not pay my fees owed to them for the previous years filing when in fact I did. Talked to branch manager several times about employee not giving me information on it and after some time found out it was supposedly a glitch with their system that said I didn't pay but verified that I did. Was told by the manager that H&R Block would be sending me a refund for my fees that shouldn't have been taken out given they had already been paid and never received the check. Tried calling the branch manager back and they were closed for the season so I called the 800 number and they had no record or inquiries or information that a case was even open for it and no history of a check needing to be refunded. Called branch manager again Jan 2023 to follow up why I never received my refund and was told this has happened to several customers not receiving a refund for their mishap/glitch and that they are looking into it once again. I have waited patiently with no results on getting a refund for money they should not have taken in the first place given I paid my fees for 2021. Can provide more information if needed.

  Business Response

  Date: 01/31/2023

  Dear Better Business Bureau,
  
  In response to Ms. ******' complaint, we have reached out to the Financial Team for a form she will need to fill out to dispute this debt. Once this is filled out, they will research this and see if it qualifies for a refund.  We have provided the form to the client and a contact number for follow-up.  We ask to please allow 7-10 business days for the case to be resolved.  
  
  As a result, we consider this matter addressed. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block
  
  

  Customer Answer

  Date: 02/12/2023

  [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:
  

  An area manager (*******) did reach out to me and I explained the situation to him. He said he would file the form to dispute it which I believe happened around the 30th of January. He called me and gave me a confirmation number with a phone number to call and follow up on it. A few days later on the 2nd of February, he called me to let me know it was approved and that I needed to call the number he gave me to see about setting up direct deposit so I would not have to wait any longer on my funds. He told me when he filed the dispute he requested a direct deposit per my request (I've always had direct deposit with Hr block) and not a paper check because I have waited so long and also because in the past I have had issues with mail which has been resolved but did not want to take any chances with. I called them and they said the case was closed and that I would receive a paper check and that there was no way to change this unless I contacted the branch to change the input on it. I called the area manager back to let him know that I was very upset about this to see what could be done. He told me that he would call me the next day once he spoke to them to see what he needed to do. I have not heard back from him. I have tried calling him two or three times since and left voicemails and he is no longer returning my calls. To this day I have still yet to receive my money! 
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 02/15/2023

  Dear Better Business Bureau,
  
  In response to Ms. ******'s rebuttal, our review determines this has been taken care of by our financial team.  We have refunded her for the fees and have asked she allow 15 business days to receive the check--which should be no later than Feb. 24th.  
  
  As a result, we consider this matter resolved. 
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 02/24/2023

  [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: I have waited the 15 business days and still haven't received my check. I called to follow up with the case number and was told I needed to go back to the branch and let them know this has not been resolved. The area manager *******, is the one I was told to contact from now on instead of the branch and he will no longer return my calls as stated in my last response. 
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed our taxes late for 2020 based on the fact that our tax person didn't call for the appointment and didn't get in touch with us again (despite us reaching out several times) until after the tax filing date had passed. I had asked that she put in a late filing exception (documented in emails) and after we did file taxes we got a letter from the IRS saying no late filing had been filed and we owed penalties, interest, etc. we tried working through H&R Blocak and they stopped responding to any of my calls and emails. H&R Block isn't responding to any of my calls to get a refund or to help make this right from their end.
  
  Timeline:
  
  May 11, 2021: *** and ****** uploaded documents for tax appointment (before our scheduled appointment time)
  
  May 11, 2021: *** and I had an appointment scheduled and our tax person (********) didn't call at the scheduled time for our tax appointment.
  
  On May 17th I notified the office in writing (as we had already called and left several messages as indicated in my note on May17th) that she didn't show up for the appointment and asking for an extension to be filed. "We called a few days later and got voice mail. *** called again twice today and got voice mail because we clearly will need an extension for us both (****** *****/*** *****). Please advise ASAP"
  
  May 18th: ***** **** from HR Block says "******** is still available; she will complete next week. for you"
  
  May 18th: I respond with "Was an extension filed for each of us?" They called and I was told they were
  
  July 27th: Taxes are done by ********
  
  August 27, 2021: receive bills from IRS for $9,991 and $1,991
  
  August 27th: Email I sent to HR Block "I just received a bill from the IRS for late payments and penalties. Given our appointment was missed I was under the impression an extension was filed. Please contact me ASAP"
  
  I contacted H&R Block corporate and filed complaints in January and April, 2022. Case #********. This has not had any impact. They essentially pass me to another person who says he will take care of it.
  
  I have been trying to get resolutions since Aug 2021 to no avail. They ignore my emails and don't return our calls.
  
  I can email the emails strings (don't know how to attach those) if you send me an email address

  Business Response

  Date: 02/21/2023

  Dear Better Business Bureau, 

  
  In response to Ms. *****'s complaint, we sincerely apologize for her overall experience and any inconvenience this might have caused. Our district manager will be in contact with her to provide next steps and resolve matters directly with her. 

  As a result, we consider this matter resolved. 

  Sincerely, 

  Natalie ****** 

  Associate Business Analyst 

  H&R Block 

  Customer Answer

  Date: 02/21/2023

  [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: nobody has contacted me despite several attempts to get this resolved.  Until I am actually contacted by "the office manager" and speak with him or her I don't consider this resolved.
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 02/28/2023

  Dear Better Business Bureau, 

  In response to Ms. *****'s complaint, we have tried to contact to resolve matters with her directly. However, I have not been able to get ahold of her and have not heard back. 

  We ask the Bureau to make note of our attempts to resolve matters. 

  Sincerely, 

  Natalie ****** 

  Associate Business Analyst 

  H&R Block 

  Customer Answer

  Date: 03/01/2023

  [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: they called ONE time and i returned the call the next day and again on 2/28 and they have not called me back.  Why not send ana email with dates and times to review if you are not going to actually call me back?
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/05/2023

  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.

  In April 2022 I hired H&R Block, specifically ****** ***, to prepare my 2021 State and Federal tax return. In doing so, several of H&R Block’s guarantees were violated. The final Federal tax return filed indicated that I would get a refund of $667. I was billed $505 for the services even though this fee was never disclosed prior to my taxes being prepared. H&R Block states all fees will be discussed before any work has been started and this amount was not disclosed ahead of time.
  In Nov 2021 I had yet to receive my tax refund and instead received a letter from the IRS stating that my taxes had been filed incorrectly and I now owed $6180.60 due 11/28/22. I immediately contacted HR Block and made a same day appointment on 11/8/22 with ****** ******* ** in the ****** **** office. He explained that the taxes owed should be covered under the H&R Block Peace of Mind guarantee. He made copies of the IRS letter and stated he would email his supervisor and get back to me. I called HR Block on 11/9/22 to follow up. I was given a case number and was told someone would reach out to me in 3-5 days. I have also uploaded the IRS letter in my HR Block account and emailed the letter to HR Block. I have called and spoken to an escalation case representative on 11/9, 11/16, 11/22, 11/28, 12/9, 12/20 and 1/5/23 and each time told that someone would contact me in 3-5 days regarding my case. I have never received a call, an email or a letter from H&R Block advising that their tax professional did indeed make an error on my 2021 tax preparation and that I am owed, under their guarantee, $6,000 reimbursement, penalty and fee reimbursement, and the fee paid to the tax professional $505 refunded.
  I feel that HR Block is fraudulent in the guaranteed service they provide but refuse to acknowledge or remedy the harm suffered by their client.

  Business Response

  Date: 02/13/2023

  Dear Better Business Bureau, 

  In response to Ms. *****'s complaint, we are currently working with the field to review both the return and IRS letter received. 

  Once we have more details we will contact Ms. ***** directly and provide her with our findings. At this time, we do not have a time frame. However, we will reach out today and provide her with direct contact information. 

  We ask the Bureau to make note of our attempt to resolve matters. 

  Sincerely, 

  Natalie ****** 

  Associate Business Analyst 

  H&R Block 

  Customer Answer

  Date: 02/13/2023

  [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 matter has not been resolved and I am still owed money under their guarantee 
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 02/15/2023

  Dear Better Business Bureau,
  

  In response to Ms. *****’s complaint, after
  extensive review we believe the return was filed correctly with the information
  and documentation provided.
  

  As a result, we consider this matter resolved.
  

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

  Customer Answer

  Date: 02/16/2023

  [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: In keeping with one of the multiple guarantees, H&R did refund my tax professional fees due to the error made. Their website states that this guarantee also includes the interest paid to the IRS ($165.70) and reimbursement up to $6,000. How can the business reimburse due to error and now claim the taxes were done correctly? I wouldn’t have received a letter from the IRS stating that there was an error in filing of the taxes had been filed correctly. 
  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 02/28/2023

  Dear Better Business Bureau, 

  In response to Ms. *****'s rebut, we apologize that she is not satisfied with our resolution. However, we believe the return was filed correctly with the information and documentation provided at time of filing. 

  As a result, we consider this matter resolved. 

  Sincerely, 

  Natalie ****** 

  Associate Business Analyst 

  H&R Block 

  Customer Answer

  Date: 03/01/2023

  [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 would like H&R Block to specify what part of my return they considered to be correct considering their tax pro did not apply the correct filing status. Again, I paid for a tax professional to prepare my taxes correctly. If I knew all the rules & laws of tax preparation I would not have needed a professional. 
  H&R Block has failed to provide any supporting documentation that my taxes were correct. In addition, please find the attached document, an email from H&R Block employee Alma Jones, stating she had reviewed my tax return and based on the original tax pro error, she was requesting refunds for the tax fees paid and the interest I paid to the IRS due to that error. Once again, H&R Block is refusing to stand by the guarantees they allege to provide. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/27/2022

  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 reached out to the ***** H&R BLock Office to have my taxes done. First I was insulted by ****** ****** who after I told her that I had done my taxes by myself in years past called me an IDIOT. After she kept stalling on my 2021 taxes in the Spring of 2022 I reached out to customer service. April 15th had already passed and ******* kept insisting that this was not a problem. They put multiple people on the taxes, I spoke to multiple supervisors, in the end I probably made over 50 phone calls to H&R Block *****, multiple uploads online, multiple explanations, they kept changing people because people kept going on furlough. Even ******* told me that she was fouloughed also and was very disgruntled about it because she could not work the whole year. They ended up filing the taxes in the summer and then told me that I would be charged a late fee and interest by the IRS, but I could just forward those charges to H&R Block and they would refund them. The charges were $459.43 and I am still calling and making requests. Last week I called the ***** office and spoke to **** and asked for the supervisor **** **** to call me back. When I asked **** when she would call me back she said "She's around." I realize that the *****, ** office is completely incompetent and disorganized in their work and I do not want to deal with them anymore. Even earlier this year when I was talking to **** **** and asked about my taxes, she arrogantly told me that she "doesn't do that kind of work like doing TAXES anymore." I would like my case transferred to a new office to handle the reimbursement for the fees and interest. Additionally, I would like H&R block corporate to know what a terrible way their *****, ** office does business and they have very disgruntled employees like ******* and others working there who don't want to be there and resort to insulting customers to take out their frustrations. I would like ******'s name and photograph to be taken off of my account.

  Business Response

  Date: 01/13/2023

  Dear Better Business Bureau,
  
  In response to Ms. ******'s complaint and after doing extensive research and review, we see that we uploaded her return in a timely manner for approval.  She declined the return several times and our tax professional's tried to reach out to the client without success. The return was approved, filed and accepted in September of 2022. The IRS adjusted her refund as she had reported her Advance Child Tax Credits incorrectly to the tax pro.  As a courtesy, we are refunding the client for her tax prep fees.
  
  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,
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 01/13/2023

  [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: Rhonda from H&R block told me that H&R Block would refund the late fees, although the tax was declined and changed, the original tax was sent to me for Approval on April 26, 2022. 

   

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

  Business Response

  Date: 01/20/2023

  Dear Better Business Bureau,
  
  In response to Ms. ******'s rebuttal, we have submitted and approved a refund for the $240 she paid.  Please allow 7-10 business days before receiving the check; we are sending to the address we have on file.   
  
  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,
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 01/20/2023

   
  
  
  
  Complaint: ********
  
  
  
  
  I am rejecting this response because:  H&R Block was careless and negligent in filing my 2021 Tax Return late, ****** ****** planned on filing it late, when I kept asking her in March when it was going to be finished, she repeatedly kept telling me that there would be no fees and no penalties no matter when she sent it in. She sent me the first draft on April 26th after the April 15th deadline, and completed the tax incorrectly by leaving out a portion of my earnings and tax and one of the W2 forms for the year.

  Then H&R Block charged an exorbitant fee for the tax that they did not disclose to me beforehand. I would like someone from the H&R Block office to contact me at ***** ********, these taxes were sent in late and I was assured that the late fees and interest would be refunded. I trusted H&R Block with this service and they did not complete it . 

  After the tax was re-done - still late Rhonda assured me that although I would incur late fees and interest, H&R block would refund these in their entirety. As a result of H&R Block's negligence, I incurred $459.43 in fees. H&R Block should refund the filing fee of $240 and the late fees and interest of $459.43. I will file a further complaint with the ** State Attorney's Office, because what they did was intentional and caused me to incur not only the late fees and interest in the amount of $459.43, but now I have my tax being late on my permanent record.  I have additionally had to make dozens and calls and inquiries to H&R Block to rectify the 2021 Tax. 

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

• Initial Complaint

  Date:12/20/2022

  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 tax return was completed on 3/19/2022. An computer program error occurred when my tax return was completed ( this was admitted in person by tax preparer Leonard ****** ** where my tax return was completed onsite location: H&R Block, ********** ******** **** **** *** *** *********** ** *****). I got a bill from the New York State Department of Taxation and Finance for $674.08 which I payed in full on 10/22/2022. Leonard told me personally that he was sorry and that a computer program error missed to place the right information on a column which created this result. I spoke to the manager location who was not helpful either, then I submitted the complaint with H&R corporate who received all the information about my case. They submitted me a check for $23.08 which is not acceptable and honestly fraudulent. The following is what H&R block guarantees to its customers: "Maximum Refund Guarantee
  File with H&R Block Online or with Tax Software: If you discover an error in the H&R Block tax preparation software that entitles you to a larger refund (or smaller liability), we will refund the software fees you paid to prepare that return and you may use our software to amend your return at no additional charge"
  " 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"
  
  I will not accept their check and seek a more reasonable outcome and will continue to seek it.

  Business Response

  Date: 01/18/2023

  Dear Better Business Bureau,
  
  In response to Mr. *******'s complaint, according to our standard guarantee we paid his interest and he wasn't assessed any penalties. If he had purchased our Peace of Mind, we would also pay his taxes owed to the state, however this was not purchased.  Additionally, we are paying him back for his tax prep fees as we should have done at the time of the claim.  
  
  As a result, we consider this matter addressed. 
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H & R Block 

  Customer Answer

  Date: 01/18/2023

  [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 somewhat satisfactory to me. I would like more information from H&R Block on how they will submit the payment, I will assume via USA postal mail. I will await the tax preparation fee's that are being refunded to me. Once received I will also accept the check for $23.08 for accrued fees that was mailed to me back in November of 2022 since I have not deposited the check while awaiting a somewhat reasonable outcome. 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/04/2022

  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 prepared my father-in-law's 2017 taxes using the H&R Block Deluxe+State software. In Sept 2021, the Calif tax authority issued an audit letter related to income from the sale of his vacation homes not properly being reported. (My father-in-law died in 2017.) The H&R Block software incorrectly subtracted the sales proceeds from Form 540 CA line 13B, causing the taxable income to be underreported by $162,625 and thus $12,854 in tax underpayment. I was able to verify with H&R Block tech support in October 2021 that the software was improperly transferring that figure as a deduction, so I filed under their accuracy guarantee a claim for the $1,963.52 in interest owed. I have gotten the runaround ever since, having called a half dozen times and submitting the requested information multiple times. Although the customer support people appear to look into the case and then say they will follow up with the investigation dept, which is supposed to get back to me, I never get any requests for information or claims updates, and there's always some new internal communication issue cited when I call again where once again I am assured that someone will get back to me. My most recent call was on 6 Nov 2022 with "Dave W." to the 866-606-3400. It's now December 2022. The case number is 06986562, though it changed to 07413768 in Nov 2021 and back to 06986562 in spring 2022. I believe my father-in-law's estate is owed the interest of $1,963.52 by HR Block for the error caused by their tax software.

  Business Response

  Date: 01/10/2023

  Dear Better Business Bureau,
  

  In response to Mr. ******s complaint, after extensive
  research we can confirm that the issue was not the result of an arithmetic
  error in the H&R Block software therefore Mr. ****** is not eligible for reimbursement.
  The error occurred because the capital gains amount was subtracted incorrectly.
  

  As a result, we consider this matter resolved.
  

  Sincerely,
  

  Natalie ******
  Associate Business Analyst
  H&R Block

  
  

  Customer Answer

  Date: 01/11/2023

  [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 H&R Block claims unit did not actually investigate the complaint. Their response indicated that, citing the state noting a subtraction error i the return. That error was made buy the H&R Block software, as one of their reps was able to duplicate more than a year ago and had suggested I apply for the guarantee. I responded to H&R Block and the next day a customer service rep told me that they could not open their copy of my digital tax form needed to actually check the issue, and she asked me to resend it. (So, clearly they did not really investigate given they didn't have a file to open.) I sent the file again (third time), and she said via email that she received it and passed it on to the claims unit so they could actually investigate my claim. This fake investigation practice has been their behavior for a year now. We'll see if they actually stand by the guarantee they advertise so heavily.
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 02/01/2023

  Dear Better Business Bureau,
  

  In response to Mr. ******’s rebuttal, we stand by our
  original response. Even after the second review, our findings did not change
  therefore we decline any compensation Mr. ****** is requesting.
  

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

  Sincerely, 

  Natalie ****** 

  Associate Business Analyst 

  H&R Block 

  Customer Answer

  Date: 02/02/2023

  [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:

  After H&R Block told me the developer could not duplicate the issue, I re-ran the software myself and was able to have the same miscalculation occur. I documented my steps with screen shots and sent them to customer service on 12 January, which confirmed sending them to the developer. On 24 January, customer service sent me an email saying the issue had been fixed in the 2022 software. The error occurred when I was using the 2017 software, long before the issue was fixed. Clearly, H&R Block's software DID have this issue, per their own statements. I noted that to customer service on 24 January and again on 31 January but have not as yet received a response. Clearly, H&R Block's software had an error that caused the miscalculation, and per their widely publicized guarantee they should be reimbursing the interest (there were no fines) as a result.

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

• Initial Complaint

  Date:11/30/2022

  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 for services through H&R block for tax year 2020. The first tax professional, ****, completed something incorrectly. I received a notice from the IRS and attempted to contact **** many times to resolve the issue. He refused to call me or email me back. I contacted H & R block to complain. They set me up an appointment with ****. **** never called for the appointment. I called the office, he answered but said he would call me back and never did. This was back in the spring. Over the summer I filed an official complaint with H & R block and they had another tax professional assist. That was then sorted out but another issue arose over the taxes. I again never got a response from ****. After the filing of the official complaint, a manager from the ************ office called me. She asked for some paperwork to address the new issue, which I provided over the summer. She never called me back and has not responded to my requests for an update. I think I deserve full reimbursement for services since H&R block did not complete the job I paid them to do. Overall, however, I would feel better with some changes that drastically improves their customer service and for them to finish fixing my taxes that still are not right. Because of this experience, I will never use H&R block again and I will discourage anyone I care about from using them. If this happened to me, chances are its happening to someone else. I am unable to upload paperwork right now but will gladly gather and provide to this report's reviewer. Thank you for your time and consideration to my concern.

  Business Response

  Date: 01/31/2023

  Dear Better Business Bureau, 

  In response to Ms. *******, we apologize for any inconvenience. We have reached out to her directly and resolved matters. We provided her with a refund of fees as a client service gesture. 

  As a result, we consider this matter addressed. 

  Sincerely, 

  Natalie ****** 

  Associate Business Analyst 

  H&R Block 

• Initial Complaint

  Date:10/26/2022

  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 paid $797. On October 20, 2022 for a service of filling my late 2019 and 2020 tax’s with H and R block. I was charged, but my return has yet to be filled with the IRS. I was told a new owner bought the company and they filled with the wrong credentials. I was refused a refund. I was given ticket numbers and told I would be called back. After six days services haven’t been rendered for payment and no one is willing to resolve or immediately refund me. I have contacted the bank. I have not filled a police report yet. I more than likely will tomorrow as I feel they took my money and ran. Normally the company guarantees same day sent to IRS or money back. Also guarantees an error free return. It only took a moment to review and efile my very simple tax returns. What the lady in store told me didn’t add up or make sense to the 1800 number I called. He provided me the ticket number and said wait for a call again. No answers. Nothing.

  Business Response

  Date: 11/07/2022

  
  Dear Better
  Business Bureau,
  
  In response to this
  matter, our investigation has determined that Ms. ******** complaint is against
  an independently owned and operated franchise office, which has the
  responsibility to resolve matters directly with your office and with the
  client.
  
  After extensive
  research, we confirm that on 10/27 we refunded the $797 back to her CC. It does
  take 5-7 business days for the transaction to go through. The office has also
  reached out to Ms. ******** to answer any questions/concerns she might have.
  
  As a result, we
  consider this matter resolved.
  

  Sincerely, 

  Natalie ******

  Associate Business Analyst 

  H&R Block 

  Customer Answer

  Date: 11/08/2022

  [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 yet to receive a refund as of today. I did get a call saying I was to my CC. Not the case. Nor did they bother to ever file my taxs from 2019 and 2020. To this day I have no idea what the issue is/was. I have heard the store had a new owner wrong credentials to the IRS rejected them. The IRS said they never received them. It’s the honesty for me. 
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 11/15/2022

  Dear Better Business Bureau, 

  In response to Ms. *******, we explained that the returns were rejected because the IRS stated they already had those years on file for her. Her second option was to paper file which she respectfully declined. 

  Additionally, the funds we stated would take 5-10 business days. The latest she would have received those funds would be on 11/14.

  As a result, we consider this matter addressed. 

  Sincerely, 

  Natalie ****** 

  Associate Business Analyst 

  H&R Block 

  Customer Answer

  Date: 11/16/2022

  [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 never once told the IRS rejected my refund. I was actually told that a new owner baught my local store so the wrong credentials were applied to my return and she knew exactly what was wrong with it, but was unable to fix it until the system sent it back to her. I never filled a return for those years. I was filling these returns as instructed by the IRS to fix the errors such as missing stimulus and unemployment I never collected being reported on a false return. I never told them not to mail the return. I wanted my return filled. Period. It never happened. I don’t think it’s irresonable to expect it to be filled and timely. Also, to be updated if there is an issue and not be lied to. I would be very thankful if H and R block would fix the mess they caused. I even had pins for myself and my children and was doing exactly as IRS said to do. I was already filling late and then to delay FURTHER. I have atleast 12 ticket numbers and still have yet to speak to someone as to how to resolve this. I just know I am not paying for a service I didn’t receive and I paid for a guarantee they would be filled timely and correct. The IRS told me they never received anything for those years as of yesterday. Why all of a sudden today were they rejected? Especially sense I haven’t filled taxs those years. I knew of fraud for one year. Not both.
  I received my refund TODAY to my CC. 
  mom going to have fees for filling these late. I have no idea what to do. Communication and costumer service would have been great. 
  Thank you

   

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