Business Profile

Tax Return Preparation

H & R Block Canada Inc. (CDN Headquarters)

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for H & R Block Canada Inc. (CDN Headquarters)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

147 total complaints in the last 3 years.
60 complaints closed in the last 12 months.

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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:28/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have filed numerous times with H&R block through Accountant *** ***** in *******. As usual I emailed a copy of my last paystub for the year in order to understand if I should contribute to my RRSP to offset owing taxes. *** told me that if I wanted to contribute a little bit more to my RRSP that it would offset the tax owing, so I contributed more than enough to offset. I sent numerous emails and attempted to call *** over the following weeks without reply. Finally with less than 1 week to the filing deadline I get an email from *** saying that I would in fact owe $**** in taxes to the ***. I then made further attempts to call ***, without response. At this point the filing deadline was so close I had no choice but to sign off and file taxes for the year. I am requesting a full refund for the service fee for filing with H&R Block in ******* through *** *****.
Business Response
Date: 05/06/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:23/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good day,I am in enquiring on my best form of action regarding my unanswered submission of tax returns to ***** block in ********** March of this year I submitted t4s for the previous * years to be submitted to the ****** this date, I have received no correspondence from ***** , despite numerous calls and emails.I am seeking advice as to the next steps, I might take.Kind regards,**** *****
Business Response
Date: 23/05/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 28/05/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *****
Customer Answer
Date: 29/05/2025
I will require an extension, the business has stated they will fulfill our contract. However they have not initiated anything so far. This has been the reason behind the complaint in the first place.
Customer Answer
Date: 02/06/2025
The business responded to this complaint but requested that their response not be published
Business Response
Date: 05/06/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:20/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against H and R Blocks ******************* location in ******, ***********. I have been a client since 2021, trusting I would receive professional service each year. I paid between *** and *** dollars annually for that peace of ******* 2022, my tax return was filed incorrectly. I only became aware of the error in 2024, when the Canada ************** contacted me directly. I returned to the office seeking guidance and support but was met with coldness, dismissal, and verbal hostility.****** *********, the tax preparer I was assigned to, refused to assist me and repeatedly brushed off my concerns. When I explained that I had filed my taxes at this location and was looking for help correcting the issue, he sarcastically told me to try someone in ******* or *********. When I said I had booked the appointment to file taxes but also needed to address the error, he sighed, rolled his eyes, and showed visible irritation. I even offered to speak to someone else if he was having a difficult day. In response, he threw down my papers, called in a colleague, and said loudly, file her taxes and get her the f*** out of my office.I was stunned and humiliated. Despite the shock and the emotional toll, I remained calm and respectful and still had my taxes filed.I was then told that because I had not purchased the Peace of Mind add-on, they would not correct their mistake. I was not asking for a free return. I had already paid for professional support and expected accountability.Before I left, I was told that a manager named ***** would follow up. It has now been over a month and a half, and I have received no response, no apology, and no resolution.This is not just about a tax error. It is about basic human decency. I ask the Better Business Bureau to review this matter and help ensure H and R Block is held accountable. No one deserves to be treated this way.Sincerely,******* ***** ********************
Business Response
Date: 21/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:14/05/2025
Type:Product 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 did my taxes with them April ** everything went well until I got my instant refund. They couldn't print the western union money orders dark enough for the bank to read them i went back to get them to fix the issue spent 4 hours the first day waiting for them to reprint them finally got them to do it and bank was closed. So I took them home thinking problem solved go to the bank in the morning and cash it. So I made it to the bank the next day and it's the same bank machines won't read it. So back to hrblock to try again and they basically refuse but then reluctantly they print it out again and i head back to the bank get there and it's the same still not dark enough so back to hrblock we go wait till they are almost closed and they said you may as well go home it probably won't be today and that i better call before I come back so i did. Call the next morning yup everything is good to go or so I thought get them reprinted and back i go same problem all over again I take it back and the lady in charge refused to help took my checks photo copied them and said it's dark enough now and refused to do anything else said it's the banks problem now. So with the assistance of the bank manager i got them deposited and the manager told me that they might get kicked back and that hrblock will have to fix it. And now I'm down **** dollars and hrblock refuses to assist me saying it is not there fault. But clearly it is I've had the bank manager trying to help me and every time I mentioned that to them they lied about talking to her! What an absolute nightmare almost * weeks * cab rides at ** per ride and I still can't get some help to get my money back
Business Response
Date: 21/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:08/05/2025
Type:Product 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.
Called H&R Block in Mission BC about the cost to do my wife and my tax returns. Receptionist said it would be under $*** each to process our returns. I had explained that my wife and I are retired and on pensions. Pretty basic tax returns that we were charged $** per person last year. When we went to H&R Block to have our tax returns done the receptionist charged us double the price. I spoke to ****** the ****** Valley regional manager for H&R Block and he assured me they would refund my money. I returned the tax forms they had prepared the next day. They haven't returned my calls or my money since I spoke to ****** on April **, 2025.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 12/05/2025

Complaint: ********

I am rejecting this response because: I have not received a cheque from H&R Block. It's been four weeks since there Fraser Valley Regional manager, ****** informed me that I would receive a cheque.

Sincerely,

****** *********
Customer Answer
Date: 13/05/2025
Hello. I received my refund today. Thank you.
Business Response
Date: 14/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:07/05/2025
Type:Product 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 filed my income tax with HR Block and have done so for the past several years- my refund was always directly deposited through them into my bank account- this year I did not receive my refund when scheduled by *** and discovered it had been deposited to a digital banking firm- ******** based in *******- I DID NOT authorize or receive any information that they had a connection with that bank and have spent over a week trying to access my money. ** ***** wanted me to accept their fees and terms and open an account in order to be able to transfer my funds. I refuse to provide them with my personal information. I have requested that the account be cancelled and transfer my funds to my personal bank via e-transfer. They indicated they would review my case but more than ** hours later I do not have my money and when I call they just escalate. I have also contacted HR Block and they have also escalated to management but no response. I am extremely frustrated but more so am worried that my refund monies will not be returned. I don't know how to proceed at this point.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:06/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed my 2024 taxes online with ***** block - I picked the "remote expert option" whereby one of their tax experts is supposed to file your taxes for you once you provide them with all of the necessary documents. I have filed with ***** block for the last * years and had no issue. I had all of my documents in by April 24. I have sent many messages to the "tax expert" and only had one back that was vague....I don't know if my taxes are being filed. I have since contacted **************** at ***** ********************** where I was told it is was being escalated (file # *******) and have not hear back from anyone. My taxes are now overdue (today is May 6) and I have no idea what is happening.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:05/05/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed my *0*3 taxes and paid for the peace of mind protection plan which covers up to $**** of additional taxes due to an error made by hr block. I was notified by *** in February of *0*5 that there was an item that was not included in my return, and that I was being charged additional taxes and fines for failing to include all information. I reviewed the documents I had submitted to hr block and the unclaimed tax form was in there and had been missed by the tax preparer. I called customer support to begin the peace of mind process on February ** *0*5, explained what had happened, did not hear back and called again on the **. On March * I was contacted by the Edmonton North district manager who instructed me to pay the fines and someone would contact me to set up a mailed cheque from hr block. I hadnt heard anything so on April * I called him to see what was happening he said he would get in touch with the peace of mind team and that was the last I have heard to date which is May 3rd. The fine paid was $******.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/05/2025

Complaint: ********

I am rejecting this response because:
It has been * months since my initial call about the error and * months since I heard back from anyone. Several weeks is not the same as months waiting for the issue to be resolved.
Sincerely,

****** *******
Business Response
Date: 14/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 15/05/2025

Complaint: ********

I am rejecting this response because:
The issue is not yet resolved, when the the money owed to me is in my account I will close this complaint.
Sincerely,

****** *******
Business Response
Date: 21/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 22/05/2025

Complaint: ********

I am rejecting this response because: I have been informed that the check is in the mail, when it arrives I will close the claim

Sincerely,

****** *******
Initial Complaint
Date:02/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went into the ************* location of H&R Block to get my Taxes done. My husband had passed away and I had transferred his **** to an ****. This should equate to zero taxes being charged and no affect on my RRSP limit. ******* worked on them and told me I owed ******. I told him this was incorrect and did he handle the transfer correctly. He said I am the Sr ********** and the "tax man". He filed my taxes as I thought I had made an error. The next day I contacted the company where the transfer had occurred and they called their lawyers (I thought perhaps they didn't send me an offset slip. But they confirmed I had everything I need. I then contacted the *** who said ******* did the taxes incorrectly and gave me the lines and amounts that need to be fixed by ******* and that he had to submit a schedule 7. I went back and this time got ****, who said he understood and would get everything fixed. I provided him with the *** information. He called me to come pick up the paperwork. I said what is the total owing now and he threw out "about ****", I also asked, to confirm, whether he had sent the schedule 7 to which he waved me off and said "I did everything". When I got home I looked at what he had done. He hadn't done anything the *** had said to do and in fact made a change that INCREASED the amount owing. I called him and he said the *** would be able to figure it out when they assesed it...I said NO...the *** needed that schule 7 to show them the amount was a transfer....he couldn't do the Schedule 7 from his office and would do from another office. He left a message saying it was done...when in fact he has submitted NOTHING to the ***. I made 2 complaint to their ***** number. The second time I asked for the district manager. They provided me with ****** at ************. I have left two messages and they will not respond. *** "the district manager "also happens to work at the same location. The *** is expecting me to pay ****** by May 5, 2025.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 08/05/2025

Complaint: ********

I am rejecting this response because:
1. They said it was submitted twice and it was, incorrectly.
2. They said they said submitted it a third time and they didn't.
3. Because they did not respond to my calls and the deadline was over, I have had to engage an accountant to deal directly with the *** on my behalf. After meeting with the accountant I have been informed it could take up to a YEAR OR MORE to correct what H&R Block has done. The accountant could NOT believe the incompetence, especially as this was simple and because I clearly informed them the first time they were doing it wrong and why it was wrong.
I am now requesting a full refund for what I paid to H&R Block for services not correctly provided on THREE occasions. I am also requesting to be compensated for any charges related to the accountant fees that I am going to have to incur as a result of this mess H&R Block has created.
That is all I am asking for.
H&R Block should consider themselves lucky I am not asking for more/going to small claims court/bringing this to the media considering the stress of this situation (they knew I was weeks away from moving to another province due to the passing of my husband),and the time this has taken time me away from work during my last few weeks prior to retirement and the oncoming stress for the next year or so. To be clear, this is not a threat to do the above, it is a promise, if H&R Block does not accept responsibility for this mess and compensate me (as noted above). ALL I WANTED was my taxes done and done correctly. H&R Block has been removed as my representative with the *** as a result of this mess.

Sincerely,

******* *****
Business Response
Date: 14/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:02/05/2025
Type:Billing 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 booked a *am appt on April 2*th with local H and R block. I submitted all required paperwork and was assured that the taxes would be completed by end of day or at the latest early the following day the ****. I have an independent contracting job which results in large taxes owing at the end of the year approx *** in my estimation. we received a call on the 28th at the end of business hours, and returned the call 5min later with no answer, left a message to call us back. Followed up with another call the following day on the ****, still no reply. Went in to the office on the 1st of May at ****am (late filling), and the taxes had not been completed, and they were unsure as of why, assured me they would get in touch with **** the tax expert who was assigned our case (now no longer working for the branch as she is seasonal). No call back. I will now have a late filling fee of 5% added to my taxes which will be about **** dollars. This is unacceptable.
Business Response
Date: 08/05/2025
The business responded to this complaint but requested that their response not be published.

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H & R Block Canada Inc. (CDN Headquarters) is BBB Accredited.