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

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

If you've experienced an issue

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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:26/10/2023
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.
Purchased HRBlock's software for filing taxes in 202*. The system automatically calculated a schedule of **** dollars to be used in the tax filing. I received a NOA from ****** ****** that this was wrong, and I had to refund the **** dollars plus *** dollars of interest. I contacted HRBlock to see if the package I had purchased had any guarantee and would cover the interest charges since their software had made the mistake. I was told I needed to spend additional *** dollars just for an audit protection package that wouldn't resolve the issue, only investigate it. The ***% satisfaction guarantee is in fact not guaranteed, since the product did not provide accuracy. I'm not going to give this company more money so they can simply make mistakes again, and then make me pay for a package that doesn't resolve anything. I have paid my ****** ****** reimbursement, and I believe that HR Block should be responsible for the interest charges that I had to pay on top of that for their mistake.
Customer Answer
Date: 26/10/2023
The case is current. The product was for taxes services, that were revised in October 202*.
Business Response
Date: 27/10/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:13/10/2023
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 received a 202* notice of reassessment from the Canada Revenue Agency. With corrections made by this assessment I had to repay about $****** plus an additional $***** in interest charges. It was discovered that there was a discrepancy between * lines on my original 202* NOA and the return package I filed with H&R Block's online tax software. After consultation with the CRA, they confirmed that they received the incorrect values from the ******* system (******* was done via H&R Block's Tax Software). The 202* notice of reassessment corrected the * lines back to what the values should have been, and these values match what I typed into the H&R Block software when I initially filed in March of 202* (see attached documents for proof). The software made an error and as a result inconvenienced me into having to deal with the issue, repay the amount I owed the CRA, and with interest. To compound the problem, I was told from H&R Block Support that before even hearing my issue or commenting on it I had to buy "Audit Protection" support, even though I had already determined no error was made on my end. They also wouldn't guarantee that I would be refunded the amount in the event the issue was not my fault. The cost of Audit Protection according to their website is $******! I am seeking a full refund of the **** software "deluxe" package I purchased (since it did not transfer the information accurately) of $***** + $***** in interest charges from the CRA since this was not my error. Total compensation $*****. H&R Block should not be charging customers prior to offering support on issues that are clearly not the customer's fault. They should also do a better job to ensure their software is error free.
Business Response
Date: 19/10/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 19/10/2023

Complaint: ********

I am rejecting this response because: the business did not provide a resolution, they are taking a second look. I assume they will respond again when they have one.

Sincerely,

Tyler ****
Customer Answer
Date: 31/10/2023
***
Thank you for following up. I still have not heard a response through BBB nor have they contacted me privately for a resolution.
Tyler
Business Response
Date: 01/11/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 01/11/2023

Complaint: ********

I am rejecting this response because:

My paperwork proves your software made an error. I don’t need to buy anything from you.

Sincerely,

Tyler ****
Initial Complaint
Date:27/09/2023
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 hored h and r b;ock to do a simple task of filing 4 t 4 slips at once as i have hired another tax professinal who did all the paper work properly just not filed it so i asked h and r block to do what i asked and they dident and screwed up my taxes wrong or and dident do it the way i asked up front i explained what i needed them to do and they agreed . well they ignored what i hired them to do and now its wrong what they did so ill have the first company to file it properly . so h and r block has done nothing thsat i hired them to do thats why i hired them in the first place and hasent been met corectly ive hired someone to do all the work first thats done corectly , just not filed , i hored h and r block just to file so i can get a refund today hasent been met and they have not even close to what has already been done which is correct already been done,
Business Response
Date: 27/09/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:15/09/2023
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.
This has been happening since 2021. I went to file my tax returns with H&R Block in *************************************************************************************************** 2022, after completing my taxes again, I was then contacted and told there was "a mistake" on the 2021 taxes somehow and that I owed them money. I contacted *** and on their end there is NO issue and that I should have been refunded my entire amount. They ended up taking almost half of my tax return and then proceeded to call me for more money and now in 2023 they are continuing to call for more money. FYI, I do not make a lot of money, I am in school and work part time. I didn't lie or give false information to warrant this. I want to have this looked into but I do not know where to start. I will not be going back to file with them and not recommending them either.
Business Response
Date: 15/09/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:31/08/2023
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.
************************* at H&R Block (*****************************************************************************************) did not respond to any mail sent from the *** requesting a schedule * / spousal information. I called ***** several times to ask that she provide the information requested of her.H&R Block continuously sent incorrect information for my spouse (name, date of birth, SIN) resulting in delayed and reduced assessments/tax refunds. I still have not received benefit payments for those years, including child tax benefits.The request for that information was first sent by the *** in March. It is now August (7 months later) and because of H&R Blocks incessant mistakes and incompetence, my taxes for those years are still in review. *************************** threatened to not submit the correct information to the *** unless I paid the outstanding amount owing to them at that time, even though I selected the pay from refund option. They had not been paid in full because the *** needed that information to complete assessment and send my tax refund. I contacted H&R Block to submit a complaint. I was told to wait * days for a response, but did not receive one. I was told the complaint was sent to *************************** who closed the case without contacting me, stating I did not accept the explanation provided. I had to call several more times before ******************* (district manager) finally contacted me.The only solution he provided was to send the correct information that had been requested by the *** seven months prior. I do not accept this as an appropriate solution, given the unprofessionalism and mistreatment by this company. I sent him an email explaining my dissatisfaction and requested a full refund, but he ignored **** did not receive the service I paid for, I have suffered great stress and hardship and have spent many hours of my time and energy attempting to rectify their mistakes. I have not received income I would have otherwise received by now if not for H&R Blocks incompetence.
Business Response
Date: 05/09/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:14/08/2023
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.
H&R block are running ***** saying i owe them money ***$ they say there was a problem with my disability amount reported! well i brang them a t* and they looked into my file at cra and saw the same one. but then a few months went by and they said that i didnt bring my rent recipt! i said i am sorry i signed the doc that said all info is here and if there are any probs then h&r will take care of it they then waited * years to report it to collections where equifax has removed it 2x and now they went to trans union i have contacted cra and they dont seem to know what H&R block are talking about yet i have not gotten anything from cra staying there was any problems in said tax year H&R block has refused to show me anything that i would owe them money needless to stay thankfully the whole conversation was rec on my end so i may bring them to court
Business Response
Date: 14/08/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 15/08/2023
the problem is u forgot to add my odsp to the taxes even tho i told u even tho u saw it in portal to cra and they confrimed it. i have never ever had a problem with taxes and i use to file it on my own it makes no sence for me to not report it. and also its the 1st tax stub to make it out getting it mid jan for the past ** yrs and have filed it always its not my problem that u forgot and i told hr block that i would need to get it thru portal as i lost the paper. i always get to them to look as there has been times that i have forgot places i have worked as i have worked at many places but never have i forgot my odsp as it helps my disabilty tax credit h and r block made this error not me and i want them to fix it
fixing it means removing it from colletions and paying for there own mistake
i also want ****$ as u have effected my credit cuz of ur mix up and forgerting to file it... as i know its ur pratice to cheack protal to make sure everything is there and filed like the agreements states! or why eles would u check portal?
Customer Answer
Date: 15/08/2023

Complaint: ********

I am rejecting this response because: its not a good one? i already talked to them that how i found out u forgot to add my odsp to the taxes after checking portal and that was confrimd with CRA march ****

Sincerely,

***********************
Customer Answer
Date: 25/08/2023
not sure what ur asking me for more info for i responed 2x and they still havent not? what update are you looking for from me? like i said i am pretty sure its there turn to respond?
Business Response
Date: 05/09/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 05/09/2023

Complaint: ********

I am rejecting this response because: u have hurt my credit score if u are closing it and takin it off my credit report i want compensation ***$ just like u tried to lie to get me to pay *** i want *** cuz u falsely asdd this to a collections and hurt my score.. if i was aggerarive to ur staff its only cuz it wa nessasory to do so as again i never owed u anything and not haveing anymore dealing with u is fine by me i never going to use H&R block every again and will be posting all theses messages online so others can see aswell pay dont pay idont care i have enough to take u to small claims for damages so probaly ur best options is to settle here and now *** and remove ur ***** and collections from my credit report

Sincerely,

***********************
Initial Complaint
Date:09/08/2023
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 file my taxes this year with H&R block. I have been using their company for the last 5years to file my taxes. Their agent made an error by adding my scholarship loans (Line *****) to my Annual income in (Line *****) which resulted to my Total Income in (Line *****) to high. The error calculations affected my Tax returns which also affected all other benefits payments for this year. I sent a mail with my complains to H&R Block Canada, complaining about the error one of their staffs did, but I have not received any reply form them till date. I submitted a T1 adjustment form to CRA, but was told that error would be rectified within a 3 months time frame, because i could not afford paying another fees to H&R Block for another tax assessment service.And the H&R Block branch where I filed my taxes, and it's temporary closed at the moment.Thank You.
Business Response
Date: 09/08/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 13/08/2023

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.
Will also look forward to H&R Block contacting me to resolve my issue, and will also contact BBB to give information about any resolution met.

Sincerely,

*********************************
Initial Complaint
Date:27/07/2023
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’ve tried contacting the H&R office in ********** ** for the past three weeks. I’ve left messages and went to the business location numerous times but it is never open. There is a sign saying they are open Wednesdays from 10-4 but nobody is ever there. No one has returned my calls I’ve left on voicemails. Very frustrating
Business Response
Date: 27/07/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:06/07/2023
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've been with h&r block for years and have always been satisfied until now. I got a notice of assessment for the **** and **** tax year and brought it to my h&r block professional accountant and she assured me she was going to fix it. And since i always pay for the audit and peace of mind i wasn't too worried about it...But on *** **** of **** CRA ***** ** ******* from my bank account. I did not owe them any money. My h&r block accountant ASSURED me it was a mistake and she was going to fix it. She is the Manger at your ****** ******* office ******************************************* I have sent her several emails and have called her many times but nothing has happened and cra has not returned any of my money. ** * **** ** *** *** ***** *** ************ ** *** **** ** ******* ******** ******* ***** ** ****** ****** ****** **** ** **** **** ****** * **** ** ****** *** ** **** ******** ******* ******* *** *********** ***** ******** *****
Customer Answer
Date: 06/07/2023
**** **** *** *** ********* *** ***** ****** **** ** *** ** ***** **** ****** *** ********* *******
Business Response
Date: 07/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 07/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am awaiting further discussion in an effort to resolve the issue at hand.

Sincerely,

******** *****
Initial Complaint
Date:30/06/2023
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.
During ***** **** ****, i had arrived to do my taxes with ***** Block as I have used them before and have been satisfied with the work. the appointment was originally for me ******* ********* and ** ****** **** ****** ********* *** **** ******* ** ************ ***** **** ** ****** ******* ** *** ******* ** ************ ******** *** *** *** ********* ** ** ***** the appointment time was not enough for all the appointments and we discussed I do mine that day and my mother reschedule the other 2, which was done on may 1st, and this would also allow us to use a referral bonus if received on time. the referral requires me to 1st receive an email, respond and I would get a referral bonus code that can then be used a set number of times, the code in question entitles the one who gave the code a *** e transfer per referral up to a set amount ** ******* **** **** ****** *** *** ** ***** ** * **** **** ** ** ** ****** ** *** * ************* and a discount for the one using my code (** ****** *** ************ ******* ** ******** ***** *** **** *** ****** ***** ***** **** ***** *****) after my mother had done her taxes (had 2 discounts on the receipts) I only received 1 referral bonus. after talking to customer support, ***** has come to the incorrect conclusion **** ** ************ ******* *** ******** ** ** ******* *** *** ** *** ******* **** ** ****** ********** and they have still yet to give me what I am owed. I am filing this complaint because they have now wasted two months ******* ****** * ** **** * ** ****** e transfer still and if they expect my business they better make up for this. the whole situation is ******** **** **** *** ******** ******* **** *** * **** **** ******** * ******* *** **** ** *** ***** **** * **** ******** ****** **** ** ***** ** ***** ** ****** **** ** ***** ** *** *** ********** ********* **** ******* ** ***** ******* ** ******
Business Response
Date: 04/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 07/07/2023

Complaint: ********

I am rejecting this response because:
I gave the business several days to contact me. *** **** ** *** ****** *** **** *****

Methods are as follows:
************
************************************************
*******************************
I would prefer by phone but if there is any complication reaching me feel free to email with a time frame and call back number that works best for the representative that I will be talking to.
Once I have recieved a response and the matter is resolved then I will resolve my complaint through the BBB.
if you are going to reach out, I would request you do it at your earliest convinence ** ** ******** ** **** **** ***** ****** ** *******

Sincerely,

*****************************************
Business Response
Date: 07/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/07/2023

Complaint: ********

I am rejecting this response because:
i have given the business another week of business days to contact me.
i am tired of delays and tired of broken promises. I have been waiting since may for a promise given by my refferals. **** ** ** **** ** *** ****** ****** ***** ****
**** ** ****** ***************
**** **** ******** ******* ****************** **** **** ***** ** *** ******** *** *** **** ** ** ***** **** ***** ** ** ******** *** ** * ***** ******* *******

Sincerely,

*****************************************
Business Response
Date: 24/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 25/07/2023

Complaint: ********

I am rejecting this response because:
The business states both transactions have been sent.

I have attached a screenshot dated May 4th from my email address ******************************* where the transaction was sent.
to this date, both my emails: ******************************* and ****************************** have only ever been in reciept of the one transaction. As per the rules of the promotion, a customer may recieve up to several referal bonuses to a maximum. * **** *** **** ** ** ****** *** **** ** *** **** *** ***** *** ** *********** *** ****** ** ***** ** ********* ** *** **** *** ***** ** ******* ****** That is TWO transactions and TWO referals to new customers who had not done thier taxes with H&R Block.
No other transactions as per the referal bonus were sent to me. Not since I first contacted them in the matter back in may/june. And nothing since I filed my complaint with the BBB. In fact, since making my complaint with the BBB, H & R block has stated they would contact me, i have one number, no contact was made, no messages were left. I made sure my email was also left. No emails from h & r block have been recieved. Now h & r block is stating the other transaction has been processed. It has NOT been sent to me.
i would like to reiterate that during my attempts to contact customer service, the customer service representatives ALL stated that I was indeed owed the transaction amount and there must be some error. To get support I even contacted the location where we got our taxes done and gave them the complaint file number and they stated there was also an error and I was indeed owed the transaction.
* ** **** ******* **** *** *** **** * ***** ********* ** **** ******** * *** ******* ****** *** * ****** ** **** ****** ** **** ***** *** ** **** *****
The transaction can be sent to either my of email addresses:
******************************
Or
*******************************

Sincerely,

*****************************************
Business Response
Date: 27/07/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 31/07/2023

Complaint: ********

I am rejecting this response because:
Nothing has been recieved still from the business. ** ** *** *** *****

Sincerely,

*****************************************
Customer Answer
Date: 02/08/2023

Better Business Bureau:
I, *****************************, hereby state I have received and accepted the response from the business and allow the bbb to close the case as concluded.

Sincerely,

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

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