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

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 11, 2020, I had HR Block process my tax filings for Tax years 2019 & 2020. I paid $134.00 for each tax year, respectively. HR Block advertsed a 100% guarantee of tax filing, HR Block, in fact, did make an error in my 2019 tax year filing, and I was notified bt yhe IRS, of an amout due of $7718.91 for 2019, because of HR Block;s error, wgich was due to the IRS on 6/3/20. I met with the manager, Maruilyn ****** on 6/24/20 ( who told me she was officiaally retired), and assured me in an e-mail as well), that HR Block eoyld srnd me a check for the $778.91, within 10 days. She also cppied ***** ********, her successor, on the thread. It has been 6 months, and copious e-mails and headaches, and I sill do not have my $778.91. Of course, there are late fees assiciated with my tax lwin for 2019. Yes, the IRS has alein on me for 2019! As indicated, I called and e-mailed ***** ********* repeatedly for months, stating that I had not received my money. Then, in Oct, 2020, I received a portion of the refund owed to me, in the amount of %146.00 and some change. I didm't cash it, brcause it wasn't the correct amount. I called and e-mailed ***** ********, and informed him of the issue. All he did, was ask me again if I received my money, and I responedm "NO"! I have no idea why I was sent only a portion of the money owed to me. I HAVE SINCE, MISPLACED THAT CHECK, AND THEREFORE, NEVER CASHED IT. I have endured enough chos with HR Block over this issue, and want both, a complete refund for each of my tax years for 2019 & 2020, AND, the $778.91 plus late fees.

  Business response

  03/19/2022

  Dear Better Business Bureau,
  In response to Ms. *******'s complaint, we need the office location that she filed in to better assist with her complaint.  
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block 

  Business response

  05/17/2022

  Dear Better Business Bureau,
  
  In response to Ms. *******'s rebuttal, we do apologize as we did not see the office location in our first response.  We have reached out to the leadership team about her complaint and they are going to reach out to the client directly.  
  
  As a result, we consider this matter addressed.  
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H & R Block 

  Customer response

  05/30/2022

  [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 not received reimbursement for the filing fees for 2019 & 2020, or reconciliation of the errors made on my tax filing by HR Block, which the IRS is seeking from me, with penalty and interests, Until such time that I receive all monies owed to me, this issue has not been addressesed and is still unresolved.
  
  Regards, ******** *******

  Business response

  06/07/2022

  Dear Better Business Bureau,
  
  In response to Ms. *******'s rebuttal, district manager ****** reached out to the client to handle matters directly with her. She offered to reissue the checks we have sent for her fees, as well as she requested the letters the client received to review them. Ms. ******* respectfully denied both requests.  ****** gave ******** her contact information so she could reach back out to her in the future.   
  
  We are willing to work with Ms. *******, however we need to see what letters she has received so we can see how to move forward.   
  
  We sincerely apologize for any inconvenience. As a result we consider this matter addressed.
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block 

  Customer response

  06/09/2022

  [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 not received acknowledgement or response to this message. When I filed my claim, I was clear to answer the BBB’s question and itemize what it is I am seeking.. I clearly expressed that I am seeking a refund of my filing fees for 2019 & 2020, and reimbursement of the filing error ,HR Block made, to which I am being charged by the IRS, with late fees!
  
  Regards,
  
  ******** *******

  Business response

  06/23/2022

  Dear Better Business Bureau,
  
  In response to Ms. *******'s rebuttal, district manager ****** reached out to the client to handle matters directly. She offered to reissue the checks we sent for her filing fees for 2019 and 2020. At that time, Ms. ******* denied that offer.  
  
  In regards to her 2019 tax return, if Ms. ******* didn't purchase peace of mind with this, we are not liable for her tax due on the letter she received. Our district manager gave Ms. ******* her contact information so she can reach out to her about the re-issuing of checks.  
  
  We sincerely apologize for any inconvenience. As a result we consider this matter resolved.
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block 

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I went into H and R block in Bonner Springs Kansas to get help filing an amended tax return. The lady Donna filed by postal service our amended return back in March of this year. After several months I called the IRS to find out that they sent a notice back in September asking for more info. My wife and I went into H and R block on Shawnee Mission Parkway in Shawnee Kansas and met with Eric *******, he was very unprofessional and did not have any knowledge of how to file. He advised my wife to bring me paper work so sign at my work so she can take it back to Eric ******* so he could file another amended return. Eric ******* stated that he filed electronically and that everything would be good to go. I called the IRS this past week and was advised nothing was filed from Eric *******. I was then advised my and and I are unable to get any form of child tax credit or anything due to having a bad tax return filed on H and R block's behalf. Ive tried to contact Eric ******* through their messaging system however he doesnt reply or answer anything. We are now at the end of the year still waiting on our 1800 dollar return and will not be able to file our return in March of 2022 until this is resolved. This has created a huge stress on our family. There is multiple google reviews about how bad H and R Block as well for Eric ******* is. I need this to be fixed ASAP I want a proper tax return done by a certified personal and I want our refund right now since we have waited 10 months.

  Business response

  01/26/2022

  Dear Better Business Bureau,
  In resolution to this matter, our District Manager contacted Mr. ***** directly and a mutually acceptable
  resolution was reached. We sincerely regret our clients experience and hope that our efforts to resolve
  this complaint will restore his faith in our company.
  Sincerely,
  Quintina ******
  Associate Business Analyst
  H&R Block

  Customer response

  03/01/2022

  [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:

  We got h and r to file our taxes however they messed up our taxes for a second time.
  
  Regards,
  
  Daniel *****

  Business response

  03/19/2022

  Dear Better Business Bureau,
  In response to Mr. *****'s rebuttal, we have reached back out to the District Manager to assist in an acceptable resolution for the client.  
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block 

  Customer response

  08/19/2022

  [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:

  Ive tried to add to my complaint against h and r block we did go out there and they refiled our taxes however they messed our taxes up yet again and we have yet to receive a refund from them, and its tell me to call in to IRS and half the time when i do it will just hang up the phone because there is too many people trying to call what can we do to get this resolved we have been waiting on our refund from h and r for over a year now
  
  Regards,
  
  Daniel *****

  Business response

  09/06/2022

  Dear Better Business Bureau,
  
  In response to Mr. *****'s rebuttal, we truly apologize for any inconvenience this might have caused. He has been in contact with our district manager, Theresa, and she is working directly with the client to resolve his issues.  
  
  As a result, we do consider this matter addressed.
  
  Sincerely,
  Judy *****
  Associate Business Analyst
  H&R Block

  Customer response

  09/06/2022

  [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]

   

   

  i wouls like to keep this open until this is 100 percent resolved. Ive opened many complaints about this and want a full resolution before this is closed. 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  Daniel *****

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  H&R Block tax program failed to file form 2210. This resulted in me being penalized and paying additional tax. I contacted the IRS and sent in the required form with an explanation why I under paid my estimated taxes for tax year 2020. I have a very uneven income thru out the year and received over 80% of my income in late December. The IRS denied my claim and I was charged an additional $263.xx. I opened a claim with H&R Block (5946746) I have called repeatedly and always get a giant run around. When can I get my payment? It's a fraud that H&R Block stands behind their tax preparation services. They should be required to publish exactly how many dollars they pay out with this program because it's very obvious they don't EVER pay anything.

  Business response

  02/10/2022

  Dear Better Business Bureau,

  
  In resolution to this matter, we regret any inconvenience that Mr. ***** may have experienced.
  However, based on our review of all facts considered, it is our belief that our software program correctly
  calculated the tax penalty. If Mr. ***** has any further questions, he should contact our digital
  department directly by calling the number referenced in the correspondence forwarded to our clients
  email.

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

  Customer response

  02/23/2022

  [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:

  This is an ongoing problem that H&R Block offers a money back guarantee BUT you can't get that unless they decide yes or no . How can they lose with a setup like that? Does this not always give them a 100% outcome in their favor?

  Their program did not file form 8606 and this was a mistake that cost me money and effort to file a 1040X.

  H&R Block is not standing behind their advertised guarantee.
  
  Regards,
  
  ***** *****

  Business response

  03/16/2022

  Dear Better Business Bureau,
  
  H&R Block has reviewed Mr. *****'s rebuttal to our prior response. This response contains H&R Block’s final position.
  In response to Mr. *****'s rebuttal, our review determines the rebuttal raises no new facts about how our software program calculated his tax penalties.  While we regret that he appears dissatisfied with his experience with H&R Block, we stand by our original response dated 02/10/2022.
  
  We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial.
  
  Sincerely,
  Judy Berry
  Associate Business Analyst
  H&R Block

  Customer response

  03/17/2022

  [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: Again and again we have H & R Block LYING about their program guarantees. I have proved beyond a doubt that form 8606 was NOT filed and this ERROR in the tax software caused me much time and money. Plus I had to file an amended return and pay additional tax which brought to light another mistake and more lying by H&R Block.

  They have in black and white on their website that you can file and amended returns electronically. This is somewhat new as the IRS only approved this a couple of years ago. However the program will NOT allow it. Even after several hours on the phone with the worthless support people. But it's not the employees fault because this company is just not operating correctly!! Even their own support people agree it's possible but could not provide any answer about how to file electronically.

  We have to be aware that H & R Block will continue to stall and hide It's the only thing they can do. This complaint was filed to document their crappy behavior and I did not expect them to honor their published guarantee. Which of course make that guarantee WORTHLESS!!
  
  Regards,
  
  ***** *****

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 2019 l have been working with the same tax preparer. She was fixing an issue caused by a previous tax preparer. I have now accrued penalties and interest and been misled for years. This woman has gone months not returning my calls or texts. She has stood me up on several occasions. I have a phone message from 2019 that told me l would only owe $190 which proved to actually be over $4500. I have had my taxes taken, paid her for reviewing an audit she has yet to complete years later. I have text after text with no responses, promises never fulfilled or paper work getting submitted which the IRS doesn’t have. She had told me she was working on things and as l sat with no contact she never rectified anything and my penalties and interest kept accruing. I now am on a payment plan with the IRS for a situation she could have handled over these past years. She has completed and accomplished nothing but making excuses in text often months and months after we were to meet or l contact her.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 1, 2021 I paid H&R Block $434 to prepare my taxes. April 2nd I paid $54 for an amended return. Before beginning, I asked the preparer (Maria ********, ******** ** ******) if my 23-year-old daughter could be claimed as my dependent. I was told, YES. H&R completed my taxes taking my daughter as a dependent. When my daughter attempted to do her taxes, she was unable. H&R gave me erroneous information. Due to the fact that she earned too much and was a Part-Time Student, she could not be claimed as my dependent. She had to file with the IRS for an extension. I had to rush and have H&R file an amended return which cost another $50. On 4/19/21 we visited a competent Tax Preparer who charged us $125. She told me because of H&R's critical mistakes, I will be dealing with this for some time to come. I should be compensated for H&R's errors by having my full $488 reimbursed. I must have my 2020 taxes redone. 4/19 I wrote to H&R Block but they never responded.

  Business response

  12/08/2021

  Dear Better Business Bureau,

  
  In resolution to this matter, our District Manager contacted Ms. ***** and have addressed matters
  directly. A mutually acceptable resolution was reached and we, therefore, consider this matter resolved.
  Sincerely,

  
  Quintina Majors
  Associate Business Analyst
  H&R Block

  Customer response

  12/08/2021

  [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.

  I was contacted by telephone and issued a full refund of $488. I am happy with this resolution.
  

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

• Initial Complaint

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid H&R to prepare my Moms 2019/2020.taxes 2020 were to be filed electronically and 2019 I was given to mail in myself. The 2020 taxes never got filed. After three months I attempted to contact the IRS as to the status of the tax refund and after multiple calls and hours on hold I was informed there was no record of the taxes being filed. I attempted to reach out to the Corning NY H&R office to track down the taxes but the office was closed down. My calls were redirected to several other branches and nobody could find out where the taxes were or why they weren’t filed. After speaking to numerous H&R Block employees at various locations (many hours spent) I finally was told the taxes were never filed because they couldn’t file electronically and needed to be mailed instead. Three months later! I had to call them dozens of times to get answers. H&R owes me a refund because it delayed the tax filings by three months with no ownership of their mistake. Unacceptable! Terrible service

  Business response

  12/02/2021

  Dear Better Business Bureau,
  
  In response to Ms. ****** complaint, we apologize if there was any miscommunication and inconvenience. We have confirmed that the client was made aware the returns needed to be mailed.
  
  After an extensive review, we believe we have done our due diligence to assist the Ms. ******. We offered to assist with mailing the return as well.
  
  Additionally, as a result, we respectfully decline her request of “billing adjustments”
  
  We do consider this matter resolved.
  
  Sincerely,
  
  Natalie ******
  
  Associate Business Analyst
  
  H&R Block

  Customer response

  12/02/2021

  [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: Not only was there a three month delay in filing the taxes but I just two days ago received correspondence that I owe 500 plus more dollars in taxes for 2019. This indicates that the taxes were not even done properly and my 2020 taxes have been flagged and sent to the error department for further review. Where is the guarantee? H&R touts satisfaction guarantee ad are supposed to stand behind the preparation in the event there are errors or discrepancies. I feel the level of service I have received is sub par and I am definitely NOT satisfied. No so much as an apology for all of this inconvenience and undue stress and aggravation. Completely unacceptable. 
  
  Regards,
  
  ******** ******

  Business response

  03/07/2023

  In response to Ms. ******, after extensive research we believe we did our due diligence. The return
  was filed correctly with the information and documentation provided. We have confirmed that the
  client was made aware that the return needed to be mailed.
  We apologize that the client is dissatisfied, however, we believe the issue has resolved.
  Sincerely,
  Natalie ******
  Associate Business Analyst
  H&R Block

  Customer response

  03/08/2023

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

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