Business Profile

Tax Return Preparation

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

Headquarters

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Additional Complaint Information

Customer Complaint:

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

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Initial Complaint
01/21/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We used this location to file our FY23 taxes. We still have not gotten our federal taxes and have been in an investigation status for almost a year. I want a refund on the cost of filing our Federal Taxes.
Business response
01/21/2025
Dear Better Business Bureau,
Regarding the client’s complaint, we apologize for any inconvenience caused. As per the client’s request, we have refunded her tax preparation fees. Please be assured that we take our clients’ concerns seriously and make every effort to resolve matters thoroughly and fairly.
Sincerely,
H&R Block

Customer response
01/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
01/06/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Filed 2021 Taxes with H & R Block February 16, 2022 fee of $335.00 Received first letter from IRS November 20, 2023 stating there was an error made on our 2021 filing. Took the IRS letter to H & R Block on November 21, 2023 paid them additional $79.00 to tell me the IRS was wrong. The H & R Block Tax Pro made notes on the IRS letter and assured me we owed nothing further. This response was mailed by certified mail to the IRS same day by me. Received second letter from IRS Mach 11,2024 . Again I visited H & R Block office where I was once again assured the IRS was wrong. The Tax Pro had her supervisor review the IRS letter and the correspondence was then approved by the supervisor mailed certified mail same day by me. Received third letter from IRS on May 20, 2024. Made an appointment with another H & R Block Tax Pro ( only office open seasonal ) Tax Pro prepared a response letter to the IRS and charged me another $99.00. Again I was assured the IRS was wrong and we owed nothing further. Received forth letter from IRS and after many hours of trying to call IRS myself I finally got to speak with IRS Tax Pro and yes Tax Pro is appropriate as she explained the error H & R Block made on the original filing Feb 16, 2022. H & R Block transposed numbers on the original filing which was a costly mistake for us. Five H & R Block Tax Pros failed to find this error. H & R Block committed to provide 100 % accuracy as well as 100% satisfaction. I have spent countless hours trying to get my money back. Paid H & R Block a total of $513.00 Paid IRS $197.14 Interest along with additional $922.14 tax. H & R Block keeps giving me the run around. Please Help !!!
Business response
01/13/2025
Dear Better Business Bureau,

Regarding *** ******** complaint, we are still working toward a soultion. Please allow more time.

We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.

** ***
Customer response
01/14/2025

Complaint: ********

I am rejecting this response because I do not understand how they could possibly need more time.
I have been trying to get my refund since October of 2024.
Why do they need more time ?

Sincerely,

******* ******
Business response
01/16/2025
Dear Better Business Bureau,

Regarding *** ******* complaint, the client has been contacted. A refund was submitted and approved. The client should receive a link within 24-48 hours to choose how she would like to receive the funds.

Thank you,

** ***
Customer response
01/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
12/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I used HR Block to file my taxes and they were filed incorrectly twice by the same Senior Tax Analyst ******* *****. Her unfamiliarity with the Illinois/Wisconsin tax reciprocity is costing me thousands.
Business response
01/10/2025
Dear Better Business Bureau,
Regarding the client's complaint we apologize for any inconveniences caused. At the client's request we have agreed to provide her with a full refund of her tax preparation fees. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.

Sincerely,
H&R Block
Customer response
01/10/2025

Complaint: 22715278

I am rejecting this response because:
The agent I worked with to amend my taxes already initiated a request for the fees to be refunded. Please keep in mind that I have a $5600 deficit created by HR Block that continues to earn interest they will not pay. Had ******* ***** processed my very simple refund correctly the first time, I would not be in a financial pickle. Her work reflected a very different payment amount to the Illinois Department of Revenue, which I paid on time. Illinois will continue to charge me interest until this is paid off. While I paid $295 for the services, the work of HR Block is costing me significantly. The only way they guarantee their work is if you pay extra money on top of their services. If they are the experts, their work should be guaranteed at all times for all customers. HR Block should be responsible for covering the tax full amount I am in trouble with the state for.
Sincerely,

*** ****** *******
Business response
01/10/2025
Dear Better Business Bureau,
In response to the client’s rebuttal, we apologize for any dissatisfaction with the outcome. We have approved a refund for the client’s tax preparation fees. The client will receive a link via email and text within 24 hours to choose her preferred method of disbursement. Additionally, we have approved her claim for penalties and interest as of January 3, 2025. Please allow 7 to 10 business days for the check to arrive via standard mail.
As the client did not purchase our Peace of Mind Insurance, H&R Block is not responsible for any additional tax owed. We assure you that we take our clients’ concerns seriously and strive to resolve matters thoroughly and fairly.

Sincerely,
H&R Block
Initial Complaint
12/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Block filed an erroneous return in 2021 which caused problems with government agency. They said they would fix the problem and filed an amended return which the IRS owed me a substantial refund of $57K. This was filed in May 2024. I have talked to the IRS about the delay (it's now December 2024) and they said Blcok needs to complete the paperwork. H&R Block does not return phone calls (they would not put me through to the tax preparer, more than several dozen emails have gone unanswered, a filed a complaint with the national office, they said someone would call me back with a status report, no one has. So the IRS has an incomplete return and I need to them to finish the paperwork because they caused everything to be screwed up throughout this process.
Business response
12/09/2024
Dear Better Bussiness Bureau,

Regarding Mr. ***'s complaint, the return was filed and accepted by the IRS. However, the IRS has requested additional information from the client that H&R Block does not have. The client has an appointment with the office today to discuss and respond to the IRS.

We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.
Customer response
12/11/2024
We will see how serious they are. They screwed up my 2021 return and it's taken four years to get to this point. This is not taking things seriously.
Business response
12/17/2024
Dear Better Business Bureau,

Regarding Mr. ***'s complaint, the client met with our tax agent on Friday, the amended return and supporting documents have been sent to the IRS. The office will continue to follow up with the IRS and will update the client in 2 weeks. The client has been made aware of this timeframe as well.

** ***
Initial Complaint
11/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I hired H&R Block to complete and file my deceased father's 2022 taxes in January 2023 and they lost the documents they were given and did not complete the tax preparation services. H&R block found the documents in June 2023 but never started the tax return until I called H&R Block repeatedly and in May 2024 they started the tax return. In July 2024 I signed and paid H&R Block for the prepared tax documents for filing and never recieved confirmation the IRS recieved the filed taxes. After repetitive phone calls to H&R block, in November 2024 I was informed by H&R Block that H&R Block had not filed the taxes because the IRS had updated the regulation for submitting tax filing for deceased persons and the taxes could not be filed electronically. H&R Block did not notify me of any of these issues without me calling them to find out where the process was at.
Customer response
11/21/2024
I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.

I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.

Complaint ID: ********
Name: ******** ******
Business response
11/25/2024
Dear Better Business Bureau,
Regarding the client's complaint we apologize for any inconvenience caused. We have agreed to the client's requested resolution of a full refund of fees. Please allow 24 hrs. for the client to receive a link to choose her disbursement option. Additionally the client's return has been completed and overnighted for her signature. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.

** *********
H&R Block
Initial Complaint
07/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
H&R Block prepared my 2023 tax return March 5, 2023 for $455 and it cost me an additional $700 which I paid to H&K Financial July 31, 2024 correcting their mistakes. I have PDF scans of all documents depicting H&R Blocks errors and omissions.
Business response
08/12/2024
Dear Better Business Bureau:

In response to ***** ******** complaint:

Thank you for bringing this matter to our attention and allowing us time to address it.
Mr. *******'s issue has been resolved. A refund of $455 has been approved.

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,
******
H&R Block

Customer response
08/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I still believe they should have offered to credit $700 as well as that was what I had to pay another accountant to fix their error. Lesson learned I suppose.

Sincerely,

***** ******
Initial Complaint
07/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
When I went in to do my taxes this year, I met with the rep *** ********* and I asked (to confirm) if it was going to cost the $90 that is advertised on the website to do my taxes. He said yes. So we proceeded to do my taxes, and he did a good job. My issue came at the end, when I got the bill online. I was expecting $90, with maybe some tax, so maybe around $100 for the services. However, I was met with a bill of $310. The $310 is made up of $240 for the Federal and $70 for the State. This to me was shocking as I asked to confirm the price and he said it was $90. When I saw the price, I called and spoke to him, and he explained that there's a charge for each document I provided (which he did not mention before). Had I known that was the case, I would have never done my taxes with H&R Block. The other problem I had was with the fees themselves, because my taxes was fairly simple. It was just the W2s from my job, and my wife and then a document from my house and something pertaining to my wife's child credit (which ended up being removed). The website also doesn't explain how much it's charging per document. I ended up escalating to the problem and spoke to a woman who said that they can't change the pricing on the services because there's tax regulations involved. She escalated it to a customer complaint line, and I called the line and was supposed to get a call back and I never got one. My issue is that I was not properly advised on the pricing. When I asked in the beginning about the price, it should have been explained as to how I was going to be charged. However, when I asked, this was not explained. I am still willing to pay towards the services provided, but I am seeking a more reasonable price. Most tax professionals don't charge $310 for such as simple tax filling. I think a more reasonable price would be at or under $150. I am willing to pay, but not $310. It's unreasonable, and unfair as I was not properly explained how I was going to be billed.
Customer response
07/23/2024
I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.

I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.

Complaint ID: ********
Name: ****** *******
Business response
07/24/2024
Dear Better Business Bureau,

Regarding Mr ********* complaint, we have contacted the district manager of the office the client filed with to assist us on adjusting the clients fees
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
At the beginning of 2024, I bought a tax preparation and submission software from H&R Block with e-file (Screenshot 1). H&R Block sold it with a specific advertisement about e-files (Screenshot 2). When I filed before the deadline of April 15, the software failed and I was obliged to file paper returns which costed me and addition payment. I nevertheless alerted H&R Block. **** ***** contacted me and acknowledged the problem with BBB (Screenshot 3) and with me. She escalated the problem to software developers which fixed the problem many days after I had filed. So the fix (good for H&R Block) was of no use for me. I tried to contact **** ***** and my mail failed because she is no more in that position at H&R Block or no more with H&R Block. I contacted H&R Block by phone and FINALLY talked to someone abut the problem. I got a stunning answer: H&R BLOCK DOES NOT GUARANTEE E-FILING!!!!!! This is scandalous because the advertisement does not mention (quite the contrary "We have your back"). BOTTOM LINE: This is my second complaint after I had closed the first while TRUSTING that H&R Block was taking me seriously and fairly. Unfortunately, this was not the case. MY REQUEST: I need someone empowered by H&R Block to contact me directly without me having to go through hell to talk with an empowered employee. I want a fair arrangement on the part of H&R Block. NOTES: I had uploaded my tax file to H&R Block and this is how **** ***** was able to identify the software bug. I was cooperative enough with her and I do not deserve this despicable attitude. If I get satisfaction, I will close this complaint, but if I do not get a reliable human contact, I will find the appropriate government agency to escalate my complaint because this is an unacceptable business practice
Business response
07/08/2024
Dear Better Business Bureau,

In response to ***** ********** complaint:

As stated in the previous complaint. There is no guarantee that returns can be e-filed.
We do realize this was an inconvenience and the frustration it has caused. So we are
refunding $30 as a goodwill gesture, please accept our apologies.

The check will need to be mailed. Mr. ******** needs to provide a mailing address.

Sincerely,
****** - Executive Escalation Specialist
H&R Block

Customer response
07/08/2024

Complaint: ********
I am refusing the H&R Block “offer” for the following reasons:
1- I do not take tips ($30 as an H&R Block gesture)
2- I asked for a simple and normal arrangement, namely a reimbursement for a purchase that did not measure up to its claim
3- If I had asked for the damage that was caused me, I would have billed for the following:
a- The time I wasted trying to get the software to work
b- The time I spent going a good number of times through the totally unresponsive automated telephone system until I get to an inept “support” person
c- The time it took for printing and checking the paper return
d- The cost of express shipping state and US tax returns
4- If I had asked for the time I spent with H&R individuals (for instance **** *****) to help H&R Block fix the bug I found IN THEIR SOFTWARE and that they ended up fixing, I would have sent a consulting bills since I am a software expert and I have managed hundreds of software developers
5- Since H&R Block does not see the insult in their “$30 hush money”, I will actually tell my experience (proofs in hand) on my blog instead of continuing this inane interaction.

***** ********
Business response
07/09/2024
Dear Better Business Bureau:

H&R Block has reviewed Mr. ********** rebuttal to our prior response. This response contains H&R Block’s final position.

In response to Mr. ********** rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services. While we regret that he appears dissatisfied with his experience with H&R Block, we stand by our original response dated 07/08/24 and we refer your office back to that response.

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

Sincerely,
H&R Block
Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
H&R Block delayed contact with us in June of 2024 (You cant email or call your rep anymore) so I missed my June tax deadlines, possibly incurring fines. I also didnt know how to file, was never given instructions, or a link, or a reminder email, or anything. 2023 H&R Tax Rep ******** ***** had moved on. After weeks of calls and emails, we got a new rep, who finished the 2024 job by: providing vouchers, printed envelopes, and explained the due dates, instructions filing: on when, how, and how much estimated tax I should pay for this year(In order to avoid fines). HOW CAN A TAX BUSINESS FAIL to help client correctly pay their taxes -going forward? What about customer service? We have been w H&R for years!! H&R Block understands estimated taxes on a 1099 job, but ***** left us , after we paid, high and dry, without a way to contact our her/ or another representative. WE HAD TO TAKE THE INITIATIVE WHEN WE HAD NO EXPERTISE! This resulted in stress, and possibly, fines from the IRS. When we finally got in touch with another H&R Rep (no explanation why our original rep wasn’t available), they provided what is necessary, at my request. But, it was now past the June 2024 tax deadline I had been trying to meet. I want my money back from the prior 2023 tax year- they did not provide a complete service, and they caused me a BIG problem, when I paid for their expertise and guidance to do our taxes correctly. Our 2023 rep ***** didnt even bring this 2024 estimated taxes issue up-she just filed 2023, and took her money, and ran. H&R Block didnt follow up for her. No emails, no notification that this Rep might be gone, nothing but crickets!!! UNACCEPTABLE H&R BLOCK.
Customer response
07/01/2024
I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.

I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.

Complaint ID: ********
Name: ******* and ******** ******
Business response
07/11/2024
Dear Better Business Bureau:

We need additional information to research the ******** complaint:

1. What is the location of the office?
2. What is the name of the Tax Pro who completed the returns?

Thank you for providing this information.

Sincerely,
****** - Executive Escalation Specialist
H&R Block
Initial Complaint
06/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Responding to H&R Block's offer to provide a bonus if I routed some or all of my 2023 federal tax refund to them to purchase an ****** gift card, I elected to do so, designating $5000 towards the gift card. H&R Block later e-mailed that there would be 3 payments to ******. On March 12, 2024 $1100 was added to my gift card balance ($1000 of the refund plus the bonus of $100). On March 19, 2024 my gift card balance was increased by $2000. The remaining $2000 did not show up in my gift card balance. On May 20, 2024, after phone calls, which were transferred several times, I was told that my case, #******** would be resolved in 3-5 business days. On June 4, 2024, 10 business days having elapsed, I was told that the “escalation team” would resolve this within 5 business days. I was not allowed to talk with the escalation team directly. On June 17, 2024 , 9 more business days having elapsed, the 12th agent I spoke to since my first call could not move this matter forward. Similarly, on the next 2 days of calls, the last word, from agent #14 was that “the escalation team was working on this.” On June 18, 2024 I received an e-mail from the H&R Block Product Support Team, noting in part, “We wanted to let you know that we have sent another request to ****** on 6/6/2024 to reissue your refund e-gift card to this email address. …If you have additional questions, we can be reached ….” Note that the 14 agents I have spoken with have all been sympathetic and professional, but NONE has had the authority or freedom to resolve this matter. I am still owed $2000.
Business response
06/28/2024
Dear Better Business Bureau,

Regarding *** ******** complaint, we are still working towards a resolution for the client. Please allow more time.

Thank you.
Customer response
06/28/2024

Complaint: ********

I am rejecting this response because: it has been over a month that there has been no resolution despite talking to 14 agents and being told twice that something will happen in 3-5 business days.

Sincerely,
**** ******
Business response
07/08/2024
Dear Better Business Bureau,

Regarding *** ******** complaint, we were able to get the client’s 3rd ****** incentive card re-issued. The client should check by the end of the week for the funds.

We consider this matter resolved.

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