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

  224 N Carlisle St Albertville, AL 35950-1730

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:01/20/2024

  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.

  For over 30 years, I've been using H&R Block to file my US taxes, even after moving abroad. Despite paying for their 'peace of mind' plan, which guarantees full IRS audit protection, I was recently audited for the first time and found their support shockingly lacking. I discovered urgent tax issues on April 15, 2023,I informed H&R Block and ******** ******* who was responsible for my taxes. I provided ******** with the IRS authorization docs to represent me and pointed out discrepancies in the IRS transcripts. However, instead of representing me as promised, ******** told me to submit documents to the IRS. Oct 23, I received a new amended amount of $5217.95 due by November 13, I urgently sent the notification to ********* stressing the need for swift resolution. I was informed by him that ******* ********* was handling my case, When I called her she said would get back to me but never did.I left a lot messages she did not respond. On November 10, I spoke with her and told her that the tax was due in 3 days. She told me to make the payment, assuring me that H&R Block would send me a check. I made the payment on Nov 13, but ******* did not follow up. Nov 15, I was told that district manager ***** **** would be in touch, but he never contacted me despite my repeated attempts. On Dec 6,I sent a formal letter to ******** requesting about my case, he did not reply. Out of frustration, I contacted the head office on Dec19, Jan 9th, 2024. Each time I was promised a callback, I didn't hear from anyone!! As a loyal customer of H&R Block for decades, I am deeply disappointed by the lack of support I received. Despite my pleas for assistance, I was passed from one person to another without receiving meaningful help.I was faced with deafening silence. I've all correspondence related to this matter, which has caused me considerable stress,and suffering. It is truly disheartening that a company could charge for a service and then ignore a customer when the service is needed.

  Customer Answer

  Date: 01/22/2024

  
  
  
  Dear Sir
  
  I've filed my taxes with H&R Block at Vanowen St, CA for the past 30+ years. I moved abroad a few years ago, but since my income as a stock trader was based in the US,  I continued using H&R Block. 
  Recently I got audited for the first time, despite having paid for their 'peace of mind' plan, which promises full IRS audit protection and handles the case from the time IRS notification is received , this was not my experiance! 
  
  
  On April 15, 2023, I accessed the IRS.gov website for the first time and found tax issues that required urgent attention. I promptly notified both H&R Block & ******** ***** the individual responsible for filing my taxes. They requested the transcripts from the IRS, which I obtained along with the necessary IRS authorization doc to authorize someone in addition to me to communicate with the IRS about my case. 
  
  To clarify - The peace of mind plan explicitly states,  'When you purchase H&R Block's peace of mind Extended service plan, You'll receive protection for the life of your tax return this means that if you get a letter from the IRS send it to us to handle so you don't have to'.
  
  
  On May 27 upon receiving the IRS transcripts, I forwarded them to Lawrence. Upon reviewing the transcript I noticed some trade transactions were missing, which I believed to be the source of the discrepancy. Contrary to the promises outlined in the peace of mind claim, Lawrence did not indicate that they would handle the case. Instead, he instructed me to submit documents to address the discrepancy. In response, I provided the IRS with my 1099, clearly detailing all the transactions in my trading, to resolve the discrepancy. 
  
  
  On October 23, I received a notification from the IRS stating a new amended amount of $ 5217.95 was due by November 13, 2023. It became evident that the issue had not been fully resolved. I immediately forwarded the notification to Lawrence. I emphasized the urgency of the matter and stressed the need for swift resolution. Subsequently, I was informed by him ******* ********* was handling my case however, upon contacting her she appeared to be unaware of my situation and promised to follow up, but failed to do so. Despite making repeated calls to her office and leaving multiple messages, I received no response from her. 
  On November 10, I was able to reach her and inquire about the impending tax deadline, to which she advised me to make the payment and assured me that H&R Block would send me a check. On Monday, November 13 I made the tax payment. But ******* never got back to me about the payment. 
  November 15, after numerous emails ******** informed me that my case had been transferred to the district manager ***** ***** who would be in touch. He never contacted me. I left several messages to his office he never returned my calls. December 6, I sent a formal message to ******** ***** for him and H&R Block to formally address my case, He never replied. Subsequently, on December 19, I reached out to the  H&R Block head office and was assured that someone would get back to me in 24 hrs. I did not get any callback. Again, on January 09, 2024, I contacted the head office and was promised a response within 5 business days. No one reached out to me.
   I have been a loyal customer of H&R Block for more than 30 years, and I must express my deep dismay at the way I was treated during the recent IRS audit. I sought their assistance, but to my astonishment, I was met with a complete lack of support. Despite numerous emails pleading for help with my IRS tax audit issues, I was passed from one person to another without receiving any meaningful assistance. I was left without guidance, lacking a case number or any information, and faced with deafening silence. I have meticulously documented all correspondence and phone calls related to this matter, which has caused me considerable stress. It is truly disheartening that a company could charge for a service and then ignore a customer when the service is needed.
  
   I have sent the signed 'Peace of mind' agreement as well as IRS doc. If further documents are needed please let me know, I"ll be more than happy to provide. 

  Sincerely 

  ***** *****

  
  

  Business Response

  Date: 01/31/2024

  Dear Better Business Bureau
  
  In response to ***** ******* complaint this is the result of our research.
  
  The documents and correspondence the client provided is with our auditor.  The client lives in Dubai and we will be corresponding by email.   We will be able to respond and support the client, the lack of proximity will be a challenge.
  
  Sincerely
  ****** **** - Executive Escalations Specialist
  H&R Block

  Business Response

  Date: 03/21/2024

  Dear Better Business Bureau,
  
  In response to *** ******* rebuttal:
  
  On 3/20, an email was sent by the District General Manager. The summary of this letter is the District 
  Manager apologized  for the delay in getting this issue resolved. He also addresses the four key elements
  of the issues. He also introduces ***** *******, who spoke with *** ***** on 3/19. *** ******* will be 
  the contact person and in charge of getting these issues resolved. 
  
  We are also aware of the 11 hour time difference and will be communicating by email, as requested, 
  by *** *****. We have every confidence that *** ******* will get this resolved in a timely manner.
  
  A copy of the email available upon request.
  
  Sincerely
  ****** **** - Executive Escalations Specialist
  H&R Block
  
  

  Customer Answer

  Date: 04/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Dear Sir 

  As of today, April 1st, 2024, the case remains unresolved. Despite providing H&R Block plenty of time to address this matter. In my previous message on BBB as well as in the email I sent to the district manager, I emphasized the importance of settling this case by March 31st, 2024. Regrettably I have not heard back from them. 

  
  Sincerely,
  ***** *****

• Initial Complaint

  Date:01/01/2024

  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 an effort to update a payment plan with the ***, I was informed that I was out of compliance and did not file a tax return for 2022. I completed all of the steps online to file my income tax return, and immediately afterward, I paid H&R Block for their service and sent my payment to the ***. In contacting H&R Block to correct the issue, I was told that I had to send in my return on my own to the IRS, and they could not help me. I went ahead and sent my income tax return to the IRS, and I am still showing out of compliance. It is causing a problem with my payment plan. Also, I do not know yet if I will owe penalty fees for not having the return filed in time. H&R Block claims that they cannot correct the problem, and they informed me that I should have made sure I got an accepted return email. To be honest, since I had to pay, I didn't think I would receive a notice as I was not awaiting a refund. I would like H&R Block to fix the problem, so that I can be in compliance with the *** since it is very dangerous not to be. I am uploading my tax return prepared on their website, the receipt for the amount paid to H&R Block for their online service to file my tax return, and the receipt where I paid the IRS the amount that was due. Thank you, ***** ********* 

  Customer Answer

  Date: 01/02/2024

  Hello,

  I do not have an address for H&R Block because I used their website.  Is there someone that can assist me with that information please?  I am in *****.

  Thank you,

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

  Business Response

  Date: 01/05/2024

  Dear Better Business Bureau,
  
  In response to Ms. Sulaica's complaint, we are sincerely sorry for the inconveniences she has experienced with our program. After extensive review of her XML file in our online program;  we feel she paid for her tax return, however she never went as far as to e-file it.  Once you pay, you still have to go through more screens to submit the tax return to the IRS.  Also, since she paid for her balance due, the IRS would have sent her a letter notifying her she made a payment without a return being submitted to them.
  
  At this time, we cannot file this for her as she used our DIY program.  Ms. ******* will have to go into her online account, print off her 2022 tax return and mail it to the ***.  
  
  As a result we consider this matter addressed. 
  **** *****
  Associate Business Analyst
  H&R Block

• Initial Complaint

  Date:12/27/2023

  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 paid online for a tax pro, ****** *******. She did not ensure our Illinois return went through. We waited months and then contacted her. She stated there was a glitch at H&R Block. We re-signed our return and it still didn’t go through. I asked for the return to mail it and was given a return that was marked “client copy do not file”. I then received a message stating the glitch had been fixed and to let them e-file it, so we agreed. We waited and I messaged ****** and asked if it had gone through. She stated she didn’t e-file it and stopped responding to all of our messages. We had to go into an H&R Block office to get a correct copy of our return to mail. We spoke to H&R Block on the phone and were told we would be refunded for the tax pro charge. I called today and they claim have no record of our refund claim for the tax pro.

  Customer Answer

  Date: 01/02/2024

  Also, all of our phone conversations, two of which we have case numbers for, have been wiped from the H&R Block system. There’s no longer a record of any of the phone calls we made. There’s no record of the phone call where we were told our refund would be a check mailed to us. The only calls are the ones I just made. The rest have been deleted from their system.

  Business Response

  Date: 01/03/2024

  Dear Better Business Bureau,
  
  In response to Ms. ********* complaint, we apologize for any inconveniences. Per the client's request we will be refunding her tax preparation fees of $169.00. 
  
  Please allow 10-14 business days for the client to receive a check via snail mail. 
  
  
  As a result, we consider this matter resolved. 

   

  H&R BLOCK  | Theresa Mitchell | Client Retention | Executive Escalations 

  One H&R Block way
  Kansas City, MO 64105

• Initial Complaint

  Date:12/19/2023

  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.

  A tax return was filed by ***** ******* of HR Block in February of 2023 claiming a $900 credit from the State of Washington under their Working Families Tax Credit. The State processed this refund on the 16th of November and sent the refund to H & R Block via direct deposit . The State has reported that the refund cleared their account on December 4, 2023. However, the agency bank for HR Block placed a fraud alert on the proceeds on November 29, 2023 as Mr. ********* records reflect both a physical street address and a PO Box. The funds were sent by the state to bank routing number ********* and account number *****************. Once again, pursuant to the duplicate addresses and the resultant fraud alert, the funds are not accessible by Mr. *******. Mr *******, working with ***** ******* of H & R Block, has attempted to contact representatives of HR Block financial services at 800/353-1266 daily for the last week and has either been referred to the general customer relations department (where they do not have access to banking information) or the phone conversation is terminated by the banking representative.

  Business Response

  Date: 01/05/2024

   Dear Better Business Bureau,
  
  In response to Mr. ****** *******, we apologize for any inconvenience. 
  
  After extensive research, we can confirm that the only funds received from the state were on 11/18/22 to card 1954. There was a fraud alert added to card on 11/30/23 because the card was reported stolen. However, a new card was issued on 12/07/23; which was activated on 12/08/23. 
  
  Additionally, it is possible if the funds were issued during the fraud alert on the card there were not cleared. We suggest that Mr. ******* reach out to the state to locate or reissue the funds because we do not show any deposits made to the account. 
  
  As a result, we consider this matter resolved. 

• Initial Complaint

  Date:12/17/2023

  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.

  In March of 2023, we went to H&R Block to get our taxes completed. In the past, we have always completed our own taxes using an online service such as tact act. We moved from PA to Ohio in June 2022. We work in PA. We wanted to have our taxes completed correctly so we decided to go to HR block. The sole purpose of going there was to ensure that we didn’t have to worry about completing our taxes accurately ourselves due to having moved states and having a professional tax service complete them. We were told we would get $**** back from PA. We paid the portion of Ohio at that time. Fast forward to November, we got told that our Ohio taxes were filed incorrectly due to a ‘computer error’ which led to us having to pay Ohio another $*** (late). As a result of having Ohio filed incorrectly by HR block, PA had closed our taxes and didn’t refund us. We then had to have HR block appeal to PA for us. The entire time, they have refused to acknowledge their mistake and take accountability. I have had to contact the state of PA myself numerous times. The manager of the local HR block told us she would be in touch with us and contact the state only to never update us in any timely manner until we would email her asking for updates. Now, I have paid both Ohio and PA taxes on the same income earned- which I’m pretty sure is not correct or legal. I would like my money back that I paid them to file my taxes since they filed them incorrectly and did not check them for Months after I had been in touch with them. The error was due to no fault of my own ( I provided all the correct and accurate information when we went in March). They told us that the standard guarantee was denied because we didn’t purchase peace of mind. However, they messed up our taxes in March — why should they keep my money ?

  Business Response

  Date: 01/05/2024

  Dear Better Business,
  
  In response to ****'s complaint we apologize for any inconvenience.
  
  We have refunded the tax prep fees, per the state of PA they will refund her refund within 6 months.
  
  At this time we have done our due diligence. We consider this matter resolved.
  

  Customer Answer

  Date: 01/08/2024

   
  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.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:12/04/2023

  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.

  Chronology of Events & Background Information Timothy ****** is a ** year old blind type one diabetic Tim ****** engaged HR Block for his 2021 tax return. he presented to the tax representative his form for the filing of his return. It was not his W-2 form but later found out by HR Block to be a Commission wage earning form The HR Block representative failed to ask this blind person for the necessary forms to properly complete the tax submittal and processed the tax return utilizing only the commission earned money. Timothy ****** for the tax year 2022 went back to HR Block. he submitted the documentation and w-2 approximately six weeks later received a communication from IRS stating that he owed 1812 dollars for the previous years tax return . Said demand came in the form of IRS Notice of Deficiency An appointment was made with HR Block to correct the 2021 tax return and submit the 2022 return. HR Block proceeded to correct the filing and re-submittals were sent out. HR Block was approached about the guarantee and insurance costs that were paid for by Timothy ******. H&R Block’s position was that Timothy ****** did not supply the proper forms and so was not entitled to guarantee compensation and was charged to have H&R Block submit the amended and new returns. They stated that Timothy ****** would be receiving a five thousand dollar return after the corrections were accepted via IRS. Approximately four weeks go by and Timothy ****** now receives a second Notice of Deficiency seeking $****.00. H&R Block forced Timothy ****** to pay IRS $*** and State of New Mexico $***. Now H&R Block admits to the second filing mistake and refunds Timothy ****** $***.00 Timothy ****** seeks compensation in the amounts of $***.00 tax preparation, $***.00 what he charged for Pease of Mind insurance, $***.98 what Block states as a charge titled Coupons and Prior Payments and $**** IRS and State.

  Business Response

  Date: 12/27/2023

  Dear Better Business Bureau,
  
  In response to Mr. ******'s complaint, we are sincerely sorry for all the inconveniences he has endured.  We are continuing to research this matter for an amicable resolution. 
  
  As a result, we consider this matter addressed, however not resolved.     
  
  Judy Berry
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 12/27/2023

   
  I am rejecting this response because:
  The H&R Block Company has made multiple mistakes and now apologizes with no reso;ution presented other than an apology. H&R Block was contracted based upon it's reputation that clearly advertises professional services for a fee, said services marketed in a manner than proclaims 100% Satisfaction, 100% Accuracy and Maximum refunds. This is a quote from their marketing literarure. H&R Block professes to be a firm that offers tax services prepared by professionals, all professional services legally are held to a standard of reasonable care. The first mistake whereby a w-2 tax form was not utilized by the preparer for the tax submittal is inexcusable. A blind person submitted the form to them and queried the preparer as to what else was needed. For H&R  Block to deny Peace of Mind insurance coverage is at best the excution of merely collecting fees for no service rendered. The legal term for exaggerated services sold under coercive circumstances is Puffery. Finally the open admisission of the second filing mistakes without fully remanding all payouts and moneys is worse than bad business. We appreciate the Better Business Bureau's assistances in negotiating fair compensation in this matter
  Sincerely,

  Timothy ******

  Business Response

  Date: 01/03/2024

  Dear Better Business Bureau,  
  
  H&R Block has reviewed Mr. August's rebuttal response. This response contains H&R Block’s final position.  
  
  While we regret any inconvenience, Mr. ****** admitted he didn't provide both W-2's to the tax pro when the initial return was filed.  While he did purchase Peace of Mind, it will not cover for missing documents that were not provided to the tax pro.  As a courtesy,  we have refunded him for his fees paid for 2021 as well as discounted his 2022 return.  
  
  We respectfully ask that this case be closed, we do not believe that any further response on part would be beneficial.  
  
  Judy Berry
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 01/04/2024

  Mr. Timothy ****** adamently rejects the inappropriate dialogue referred tin response to this complaint. As previously explained Timothy ****** is blind sought help in the tax preparation annd directly asked the preparer multiple questions upon the signing of the document including if he, the preparer needed any more information. The courts will apply the doctrine of the RPP, what a ressosnably prudent person would due in this situation. Timothy is blind and sought out advice regarding his submitall along with questions regarding his taxes and medical bills. It is unreasonable for H&R Block to cut off Timothy ****** after he purchased Piece of Mind insurance as this is also an indicator of the dialogues betwwen Timothy and the preparer. H&R block has a contractural obligation to settle this in an appropriate manner, YOU HAVE BEEN SUPPLIED THEIR UNCONDITIONAL GUARANTEE ADVERTISEMENTS. We seek compensation for the lack of care taken by H&R Block in the original and the non mentioned second submittal.. We seek compensation for the mistakes made by H&R Block. NO CONDITIONS ATTACHED  

  Customer Answer

  Date: 01/07/2024

  Our position has been previously documented H&R Block has a contractual obligation to supply to Timothy ****** compensation as their policies state multiple criteriae which they refuse to apply. The Peace of mind insurance purchased ny Timothy ****** was explained to be a safety valve in case discrepensies with H&R Block submitalls occurs. H&R Block fails to apply their paid for Peace of Insurance claiming eroor on the part of Timothy ******. Timothy ****** is blind and relied upon the preparer, asked apptopriate and reasonable questions of the prepare in the presence of a witness and continued to have problems with H&R Blocks billings, two charged instances of non applied insurance coverages. This is a second notation to you the Better Business Bureau explaining our position. H&R Block fails to satisfy their contractural obligation. Timothy ****** seeks your continued assistance in this matter. He realizes that your aythorities are limited and we ask your direction as to placing this action into Civil Court.

  Respectfully

  Timothy ******

   

• Initial Complaint

  Date:08/04/2023

  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.

  On May 24, 2023 $97.88 was stolen from my Spruce bank account. My account number is 322105826141. I have reported this fraudulent charge to Spruce on the date it occurred, as well as sent a letter on June 2, 2023 and July 17, 2023 to report per the instructions on my bank statement. Spruce has not resolved my issue by not reversing this fraudulent charge. I have never once been contacted by Spruce personally. I want my $97.88 back.

• Initial Complaint

  Date:07/27/2023

  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 had my income tax forms completed at the H&R Block Office at the ********* ****** ******** ****** in Chicago, IL. H&R Block has completed several of my income tax forms in the past without any problems. This year I gave the account all of copies of the W-2 Forms (Board of Education Chicago and Chicago Teachers Pension Fund) companies), my 1095 C form, and 1099-R Forms (*** *** ******* ******** ******* ****. I assumed that the account ** was going to returned the tax documents which legally belong to me. I have requested these forms on many occasions. I have contacted the accountant (JF) several times by leaving her telephone messages and sending her emails. ** has never responded. It is difficult for me to obtain copies of these documents since I have retired. To my knowledge, I have legal rights to have copies of these documents returned to me. I do not understand why ** has failed to communicate with me. She has made no attempt to mail my copies to me. I am very disappointed in the lack of professionalism that ** had shown towards me. I also am dissatisfied about how this situation has been handle. Nothing has been done on her behalf. I have been totally ignored. I am requesting that copies of my 2022 tax documents be returned and sent to me. I have been waiting since March/April 2023. A response will be appreciated. Thank you in advance for your assistance.

  Business Response

  Date: 08/30/2023

  Dear Better Business Bureau,
  
  In response to Ms. Hernandez's complaint, we apologize for all the inconvenience's she has had.  We have contacted her and she will be receiving her documents next week as she is requesting.  
      
  As a result, we consider this matter resolved.  
  
  **** *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 09/04/2023

  [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:07/22/2023

  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.

  Earlier this year, my husband and I went into H&R Block to have our taxes done. Our agent Kristen ***** ***** informed us that we had been pushed into a new tax bracket. My husband and I found ourselves confused, because our jobs and salaries had not changed for the previous year. It was at that time that she discovered that the agent in the previous year did not file my husband‘s W-2 form with the government. Had we’d known in April 2022 we would’ve then been able to take steps appropriately to adjust our taxes for the new bracket we were in. However, due to the error, we were not able to do that which is resulted in thousands of dollars between last year and this year owed to the government. Once we discovered the error, we begin to dispute the taxes and penalties. We went home, reviewed the folder, which is not an H&R Block standard form, took it in, showed them the evidence where the W-2 had been included into the folder and escalation case and a file was claimed with H&R Block customer service per their direction. After multiple calls with Regina who is the regional Director based out of Atlanta she compensated us with fees from last year this year and for next year. I informed her that that was insufficient as a response to the error. Once we received the paperwork from the government regarding what we owed, we filed a claim immediately with H&R Block. On July 11th a letter was sent to us, informing us at the claim has been denied. We made a consolation that if H&R Block paid the penalties from last year, we would not disputed the taxes owed for 2021. Our dispute and complaint is it against H&R Block for 2022 year‘s taxes were we were not able to take any preventative measures or go into our places of employment to adjust our taxes accordingly. We have done everything possible to try to resolve this and are now filing a complaint against them based on the H&R Block 100% accuracy guarantee. They should take responsibility for their tax pro error!

  Business Response

  Date: 08/24/2023

  Dear Better Business Bureau,
  
  In response to Ms. *********'s complaint, we are sorry for all the inconveniences she has endured.  We are honoring our Standard Guarantee and paying the 2021 penalties/interest they were assessed due to the mistake of the tax pro.  She should be receiving a check within the next 7-10 business days through the mail.  
      
  As a result, we consider this matter addressed and resolved.  
  
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 08/24/2023

  [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: 

   

  per the agreement in place hr block claim  for 2021 the fees and penalties would automatically be paid by H&R Block. The compensation that H&R Block is off****g is not any different than we were already promised at the time of filing this year in April 2023. 

  This does not address the issue that their tax pro error resulted in us owing taxes for 2022 this year that we were unable to adjust for had we known last year! We are still seeking their compensation to pay for this years (2022) taxes as a result of their tax pro error. We were unable to take any proactive measures in our finances  to ensure a change in our deductions due to the lack of knowledge we were in a new tax bracket.  Had we known at the time of filing 2021 taxes we would have adjusted our taxes accordingly. This matter is not resolved. We are seeking compensation for 2022 taxes in the amount of 5400 as a result of their tax pro error! They must own their mistake. The tax file is not in hr block standard protocol form. We have requested multiple times for images to be submitted for evidence of the files condition.  

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

  Business Response

  Date: 09/05/2023

  Dear Better Business Bureau,
  
  In response to Ms. *********'s rebuttal, we have reached out to the client and provided a resolution.  We are refunding them their tax prep fees for 21 and 22 as well as paying their penalties/interest for the letter they received from the IRS.  Additionally, we have offered to pay their penalties/interest if they receive a letter from their state.   While we regret an error was made on their 2021 tax return, we will not be paying for their taxes owed.  
  
  As a result, we consider this matter resolved.    
  
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 09/17/2023

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

  Thank you HR Block for Admitting the ERROR. 

  Our fees for 21 and 22 taxes were already refunded to us when we began our dispute with HR Block. That is not a "this matter is solved by a 100 check."As with the acknowledgment and admittance  of the Error, HR Block prevented us from taking responsible action as tax payers to adjust our taxes accordingly for 2022. We had no knowledge of our new status and tax bracket therefore HR Block is liable for the taxes.As I continue to articulate in all of my communication  we were not afforded the opportunity to adjust our taxes. HAD WE KNOWN of our new status in 2022 after our 2021 taxes had been done correctly, we would have adjusted our withholdings. However, that was not possible since we had NO knowledge because of the error. Their letters of "sorry of the inconvenience" is disrespectful to the problem at large.  So my question as with HR BLOCK 100% guarantee as it staes "
  
  File with a Tax Pro:
  If H&R Block makes an error on your return, we will reimburse you for any resulting penalties and interest.
  To qualify for the H&R Block 100% Accuracy Guarantee, the error 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, 2023.
  
  File with H&R Block Online or with Tax Software:
  If the H&R Block tax preparation software makes an error on your return, we will reimburse you for any resulting penalties and interest up to a maximum of $10,000. Terms and conditions apply; see H&R Block’s Accurate Calculations Guarantee for details. Not available for changes in tax laws after January 1, 2023."
  
  
  According to our conversations already with HR Block agents and complaint department peace of mind would have not covered this error anyways. It is the reason we are filing a complaint against the organization and requesting for them to cover the 2022 taxes owed because it is their fault not ours. Once we found out this year after our 2022 taxes were completed, we IMMEDIATELY went to our respective HR offices and had our withholdings adjusted to accommodate our new tax bracket status. 
  
  The Error of HR Block agent has caused massive financial burdens that could have been avoided had they had done our taxes correctly. for 2021. It is why we hire their service, because we are not tax professionals. They are liable for this. We are grateful they are going to pay all the penalties as they should for both years. However the 2022 taxes owed is technically their fault by proxy of the error made by their agent that they admitted to. 
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:07/18/2023

  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.

  On March 31, 2023, met with H&R Block Tax Analyst ***** ****** for the purpose of a review - consultation - preparation and filing of our 2022 taxes. During our appointment Ms. ****** brought up the issue of our current level of withholdings - and if one or more of the withholdings might need to be amended? A H&R employee - a young lady - in a rear corner location - also working with her client - on several occasions came to our/****** cubical - consulting and asking questions of Ms. ****** for the prep of her clients' taxes. Arriving home - at a later time - I realized the withholdings issue had not been addressed nor resolved. I did send a detailed email to Ms. ****** explaining the need to address and resolve - she has all the necessary information needed. I left several voice messages for Ms. ****** in April. We have traded numerous emails back and forth without resolution. Ms. ****** has all the information at hand - she prepared on March 31st with regard to the withholdings situation and can advise me of her findings and recommendation(s) at any time of her choosing?

  Business Response

  Date: 08/18/2023

  Dear Better Business Bureau,
  
  In response to Mr. *****'s complaint, we sincerely apologize for all the inconveniences.  We are trying to contact him to get this issue resolved. We have been unsuccessful at this time, however we will keep trying till this is completed.     
  
  As a result, we consider this matter addressed. 
  
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 08/19/2023

  [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:

  Good Afternoon! - I have NOT received any phone call(s) - text message(s) or emails from H&R Block.  No attempts whatsoever.

  They have all the income and withholding information needed to advise me of my best course of action.  Minimally - they could - and should send me an email providing me that counsel!
  
  Regards,
  
  ***** * *****

  Business Response

  Date: 08/22/2023

  Dear Better Business Bureau,
  
  In response to Mr. *****'s rebuttal, we have contacted Mr. ***** and have explained all his return questions.  Mr. ***** has the contact information of another qualified tax professional for any other questions.  
      
  As a result, we consider this matter resolved.  
  
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer Answer

  Date: 08/22/2023

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

  
  Good Afternoon!  I have been contacted by an H&R Block representative - Mr. Ed ***** - and we are working through - I trust - that remaining portion of my paid consultation.  We are going back and forth as Mr. ***** is reviewing my current withholdings - and will finalize his advice as to exactly what is best for our tax/withholding situation.  I anticipate this to be completed within the next few days.

  I do not and will not consider this dismissive and incomplete behavior my numerous H&R Block employees to be resolved unless and until the consultation I have paid for has been complet3d by them!

  I will hopefully advice the BBB - within the next few days that H&R Block has completed my tax consultation for which they have been paid!

  
  Regards,
  
  ***** * *****