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 17092 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

  224 N Carlisle St Albertville, AL 35950-1730

• 

  H&R Block

  1516 9th Ave N Bessemer, AL 35020-5718

• 

  H&R Block

  1841 Montgomery Hwy Ste 103 Hoover, AL 35244-5526

• 

  H&R Block

  1441 Forestdale Blvd Ste 109 Birmingham, AL 35214-3094

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/03/2022

  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 am a client of H&R Block for years now. Every time that I purchase the protection plan, which states if H&R Block makes any error on your taxes, they will be responsible for any fees associated with the errors. Well, this year, I was charged additional fees by the IRS based upon the error of H&R Block. I asked for assistance with thos matter and I was told that the error was made by the IRS and not by them. The IRS mentioned that a dispute needs to be filed by H&R Block, but they are refusing. I am owed 314.00 by H&R Block, but no one is assisting me with this matter. I am confused and will never use them again.

  Business Response

  Date: 05/16/2022

  Dear better business bureau,

  In regards to Ms. ******'s concerns our district manager has researched the case and found that the client was charged an additional $300 in fees out of her 2021 return this year due to her owing previous tax preparation fees. A tax preparer Carmen Mendoza called to explain this to Ms. ****** who acknowledged that she was aware she owed a previous years preparation fees. We can not refund the clients preparation fees due to the fact that no errors were made by H&R Block. The client was offered a coupon for next tax season, but she refused. The client was also offered the opportunity to come in office to call IRS with tax pro so that the IRS can explain this to the client as well. As a result, we consider this matter to be resolved. We take our clients concerns very seriously and have attempted to rectify the situation to the best of our ability 

  Customer Answer

  Date: 05/16/2022

  [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 the information presented in their response is false.  I was not offered to come into any of their offices to speak to an IRS professional to have the situation explained to me.  Also, I did not agree that I owe any fees to the IRS.  I indicated that fees were not taken out from my previous tax year's return per the statement made by the IRS.  Those were not my words at all.  Also, I did reject the coupon because I have no use for it as I am and will never be a client of H&R Block again.  I have spoken to 4 individuals from H&R Block and not one of the people that I spoke with presented any proof of their findings indicating that I owe the IRS.  I never owed taxes or fees to the IRS as long as I have been employed throughout my years.  Each time that I spoke with someone from H&R Block, they would ask me what happened as if I work for them.  It's ridiculous because it's their job, not mines.  No one offered a resolution, documentation indicating their findings or anything.  All I received are phone calls from people representing H&R Block with absolutely no knowledge of what's going on.  No proof on their end.  I would like for them to reach me with their findings of what they are saying happened.  I would like to be reached by email only as I was lied on and I will not speak with these people again by phone.  They can reach me by email at:  ***********@gmail.com.  I no longer trust anyone that I speak with from H&R Block since words were placed in my mouth that were not mines.  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 05/27/2022

  Dear better business bureau,

  In response to the clients rebuttal, we have reviewed the clients taxes for 2020 and 2021 and concluded that our final resolution is accurate. The client felt she was being charged twice for tax preparation, but that was not the case. The client did not pay her 2020 tax preparation fees so when she got her 2021 return H&R Block recouped the past years debt. We ask the bureau to close this case as there is no new issue and we stand by the resolution already provided to Ms. ******. We do consider this matter addressed and resolved.

   

  sincerely,

  Kayla

  Customer Answer

  Date: 06/03/2022

  [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 the matter is not resolved.  H&R Block is repeating the complaint filed by me, ***** ******, long time client.  I am aware that the fees were taken out twice for a previous year where as the fees were not taken out.  Again, the fees are not my responsibility to be taken out.  I file my taxes electronically every year and the fees are taken out by the tax preparer.  The tax preparer was very ill at the time and she mentioned to me that she received no assistance from anyone within her location to help with the overwhelming taxes for the 2020/2021 tax year.  She was in and out of the hospital with no mention to her clients.  My taxes were taking longer than usual to file and none of my messages were answered.  I resulted in calling that location and found out that the tax preparer who files my taxes was not there.  None of her clients were notified of this, even though it was mentioned that we were notified by phone and that never happened.  The H&R Block location on ******** did not assist me with any of this.  They were rude and uninformative about what was going on.  They mentioned to me that it was not there problem and that it was corporate's problem.  I contacted the IRS and they mentioned that all that needs to be done is for H&R Block to file a dispute with them and I will receive my money back.  It is understandable that double fees were taken out as a result of an error on H&R Block's part, that has been clear from the beginning of this complaint.  The problem is H&R Block is not providing me with my refund.  I owe IRS nothing and never did.  This was and still is their problem.  I am not paying for the mistake of H&R Block.  That is not my responsibility.  Why would any client pay for an error made by H&R Block?  That is ridiculous!  Again, it was their fault and they are expecting me to pay for it.  I don't file my taxes, you all did and I will not pay for something your employee did.  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/27/2022

  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 this company for help in filing my 2021 NJ Tax return electronically (via the use of their software and self preparation all done online). They said I would get a confirmation after they electronically file it on my behalf. That has not happened and I can't get anyone to help me when I reach out to the company to find out why they have not yet sent me the promised "confirmation" confirming that my return has been filed as they promised. Their standard answer when I call them is that I always have the option of printing the tax return myself and mailing it myself. Because I am due a refund I am not worried about late fees. However I do have a problem with paying for a service (electronic filing) then when you complain to the company they tell you that you can do it yourself (after you have already paid them to do it). That would be like going to a restaurant, paying for your meal in advance, then after you wait an unreasonable amount of time you ask why you have not yet received the meal you have already paid for and they tell you that you always have the option of going home and cooking your own food. If that is their approach, why do they have you pay in advance? They should not be allowed to both, ask you to pay in advance and then at the same time tell you that you are on your own when you ask them why they have not yet delivered the service you have already paid for (electronic filing of the NJ tax return).

  Business Response

  Date: 05/04/2022

  Dear Better Business Bureau,
  
  In response to Mr. *******s complaint, it appears the federal return was getting rejected and so the state return's were not sent.  Once the federal return was sent and accepted, both NY and NJ state were sent.  Currently both NY and NJ state returns have been filed and accepted.   
  
  At this time we consider this matter addressed.  
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block 

• Initial Complaint

  Date:04/26/2022

  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 received my tax refund I filed with H&R Block, the amount they deposited was $763.00 less than what my receipt shows. I called H&R block and no one could tell me why, I asked for this to be escalated and was given a case#******** to call another number. I am now being told this is a deduction from some type of line of credit from 12/3/2008 they asked if I remember any of that,13 years ago I do not recall any advance from tax refunds through H&R block, I have filed with them for many years and why all of a sudden 13 years later they keep $763.00? I keep asking for documentation to be emailed to me and they state they can not provide anything. False advertising of "Transparent fee's" if this was something that would have come up years ago I could have taken care of it, not just randomly out of the blue trust the tax filing prep online for them to deduct this money they claim was from 2008.I have been given Case#******** as well with DIY COS. Violation under code: § 1006.26 Collection of time-barred debts.(2) Time-barred debt means a debt for which the applicable statute of limitations has expired. (b) Legal actions and threats of legal actions prohibited. If they say this is a debt from the year 2008, we are in the year 2022. I would appreciate the money they illegally kept from my federal tax return. Not one person I have spoken to can provide me proof of this account they say was owed from 2008. Not even Emerald card services had any history with my credentials provided.

  Business Response

  Date: 05/09/2022

  Dear Better Business Bureau,
  
  In response to Ms. **********'s complaint, we need her to visit a tax office, and submit an Incident Management Report in order to research Emerald Advance Fraud. We are sorry for the inconveniences of this and that we cannot investigate this without that form.  Once this form is received we will start an investigation, update the client with our findings.
  
  As a result we consider this matter addressed.  
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block 

  Customer Answer

  Date: 05/09/2022

  [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 been given 3 case numbers from H&R Block in regards to the $763.00 that was deducted from my tax refund, on my receipt the deduction is NOT even listed. I have spoken to so many representatives with H&R Block and I cannot understand why H&R Block is unable to supply sufficient evidence, an account number or reasoning into this deduction which is claimed to be from an emerald account in 2008. Today is May 9th 2022 the applicable timeframe “Statute of Limitations” by law expired. I have said it plenty of times with concern I have filed my taxes using H&R Block for many years prior to 2021 tax filing, so why was this never deducted before this year to date? There should be some feasible explanation and documentation to provide showing where this money from my tax return was applied too. 
  
  Regards,
  
  ********* **********

  Business Response

  Date: 05/18/2022

  Dear Better Business Bureau,
  
  In response to Ms. **********'s rebuttal, we have confirmed an Emerald Advance was taken out on 12/03/2008. The reason why it wasn’t collected before is because Ms. ********** opted to receive her
  funds directly to her bank account.
  
  By signing our agreement,  Ms. ********** agreed to pay any debts she had with Block with her tax refund.
  
  As a result, we consider this matter resolved.
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block 

  Customer Answer

  Date: 05/18/2022

  [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 asked multiple times for proof and documentation of this said “Debt” from the year of 2008, had I known of this I would have expected the deduction of the $763.00. Please provide FULL validation of debt from 2008. We are in 2022. 
  
  Regards,
  
  ********* **********

• Initial Complaint

  Date:04/19/2022

  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.

  Weds March 9th got in contact with ****** ****** stating since our taxes were filed incorrectly, admitted to fault, will refund us our money paid to them to file our taxes, never got clarification on amount that we paid them, but was told we get a refund check, have checked on March 10th, 14th, 16th, 28th, and now April 18th finally asked for contact infomation for Lee Franck of which who I was told was sending a check to us on March 28th, sent Lee and email yesterday 4/18/22 and still no response. Have a hard time understanding if issuing a refund, why I cannot get clarification, and or my refund check in the mail when I've contacted the boss of the agent I used(****** ******) and then the boss of the boss(Lee Franck). H&R Block Newton Iowa is where I filed my taxes, and was notified Lee Franck is in the Knoxville Iowa location. I can provide proof of all emails, and text messages if needed.

  Business Response

  Date: 05/17/2022

  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. 
  
  While we regret Ms. *****'s dissatisfaction with our service, there were no errors done by the tax preparer, the issue was a software issue. The client has been provided a refund of fees for her state filing as well as an inconvenience fee for the delay.  
  

  At this time we are considering this matter resolved.

   

  best regards,

  Kayla 

  Customer Answer

  Date: 05/26/2022

  [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 told I would get my entire amount I paid them to file my taxes, for $315.00 in which they sent me a check for $90.00 and then stated the only other thing they could do for me was take a % off next years business. They admitted they dropped the ball with numerous customers due to their systems and failing to mention this information UNTIL we had to pay back almost $900 to the state, in which is why I was told I would get the entire $315 back for this. A $225 difference in what I was told and % off services I will not use is not suffice when I was told one thing, and another was done. I will not return my business due to this, and am wondering how many other people got the run around just as I did. I have filed a complaint with the attorneys general, in hopes they can make it right with them being involved.

  The only thing I will accept is my remaining $225.00 in which I was told I would get refunded in the first place. Stick to your word, or don't give it.
  
  Regards,
  
  ********** *****

  Business Response

  Date: 06/07/2022

  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 clients issue was in regard to the filing of their state taxes and Ms. ***** was fully refunded for her  $65 state filing fee as well as a $25 inconvenience fee. There were no issues pertaining to her federal return so that fee was not refunded. We regret that the client is dissatisfied with the resolution, but we stand by our decision in the amount refunded to the client. As a result we consider this matter to be resolved.

  sincerely,

  Kayla

  Customer Answer

  Date: 06/07/2022

  [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 previously stated why I reject the response. Please refer to ****** ******'s conversation months ago, when I was told I would get my entire amount that I paid H&R Block refunded due to them dropping the ball on not just MY taxes but multiple others taxes as well. Horrible business practice and I hope someone looks into this further as if it was a system error, how many other clients did you NOT refund your petty inconvenience fee, as well as they're hard earned money back to them. This was over a $700 mistake, or mishap, and or system error THEY did not catch until after the fact. I still do not see or understand how you feel $90 vs the $315.00 I paid your business to incorrectly file my taxes, and or not catch the system error until AFTER I was told a $700 or so difference in what money I would receive back. Worst service I have ever received in my multiple years of business done with you. Tell your client one thing, and do another and I should just sit back and take it?
  
  Regards,
  
  ********** *****

• Initial Complaint

  Date:04/16/2022

  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.

  On March 30, 2022 I purchased H&R Block digital download software to prepare my income taxes. I purchased the Deluxe plus State version which, I thought, included up to 5 federal tax submissions & 1 state tax submission with reporting assistance "for a filer with income from investments, stock options, home sales, and retirement income." The problems started when I began working on entering investment data. On three occasions, I received error messages stating that the software wasn't capable of handling some of the investments we have. The next issue was trying to obtain the free assistance included with the software. I tried on several occasions on different days to contact someone both via online chat and by telephone but was unable to reach anyone. The chat request was suddenly disconnected after a few hours in a queue and the call-back option on the telephone never worked (I never received a call back). Finally, when I tried to file my state taxes I was required to pay an additional $19.95 to do so! I think the company is using deceptive advertising, faulty software and lacks the staffing to provide service to their customers.

• Initial Complaint

  Date:04/14/2022

  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.

  H&R Block charged me $44.99 for my DC state taxes; however, when I printed my return, under the signature block, the return said this: "For Info Only--Do Not File." H&R Block has fraudulently charged me for a return that I cannot submit to the DC income tax authorities.

  Business Response

  Date: 04/16/2022

  Dear Better Business Bureau,
  
  In response to Mr. ******-******'s complaint, we have refunded him for the $44.99, back to his CC ending 7172, as the program charged him and would not let him sign.  We are addressing this matter with our developer's as well. 
  
  Asa a result, we consider this matter addressed.
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H & R Block 

  Customer Answer

  Date: 04/16/2022

  [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: H&R Block failed to refund the full amount I paid.
  
  Regards,
  
  ***** ******-******

  Business Response

  Date: 05/11/2022

  Dear Better Business Bureau,
  In response to Mr. ******-******'s rebuttal, per Mr. ******-******'s original complaint we reimbursed him for the amount he was requesting.  We respectfully decline his request for a full refund as he used our program and filed his federal successfully. 
   
  As a result, we consider this matter resolved. 
  
  Judy *****
  Associate Business Analyst
  H & R Block
  
  

  Customer Answer

  Date: 05/12/2022

  [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  requested a refund for the full amount, which HR Block refused to. Also, in a previous message, HR Block admitted that there was a flaw in their software and noted that they were going to mention this flaw to their IT department. Customers should not be penalized for software flaws in HR Block's platform.
  
  Regards,
  
  ***** ******-******