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 Find Local Branches.

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H & R Block Canada Inc. (CDN Headquarters) has 1186 locations, listed below.

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• 

  H & R Block Canada Inc. (CDN Headquarters)

  2500 700 2 St SW Calgary, AB T2P 2W2

  
• 

  H & R Block Canada Inc. (CDN Headquarters)

  210 19705 Fraser Hwy Bay Willowbrook Mall Langley, BC V3A 7E9

• 

  H & R Block Canada Inc. (CDN Headquarters)

  580 20395 Lougheed Hwy Maple Ridge, BC V2X 2P9

• 

  H & R Block Canada Inc. (CDN Headquarters)

  10526 King George Hwy Surrey, BC V3T 2X2

• 

  H & R Block Canada Inc. (CDN Headquarters)

  810 Vernon St Nelson, BC V1L 4G4

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:16/06/2023

  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.

  I am representing my parents as POA in regards to their income taxes left with H&R Block-********** *****************. My parents left their personal income tax information with the local branch to have their taxes completed at the beginning of ***** ****. The Accountant fell ill and did not completed their taxes. My mother has made multiple attempts to contact the local branch to have the taxes completed. She was not successful at contacting anyone. She escalated her complaints to the head office for H&R block on *** ***** and was given a complaint number. She was informed that an accountant was being sent our from head office to complete the taxes and that they were to expect a call on **** *** to sign papers and file taxes for ****. That date came and went with no contact from anyone. I went to the office on **** ***** and was informed that the accountant had the file at her personal home and to expect a call the next day as they should be completed then. **** **** we did not receive a call to sign papers. I then contacted the owner of the branch and was informed that the accountant was once again ill and was not able to complete the file. That he promised 98% they will be complete for the following Wednesday **** **. I informed him at that time that was not acceptable and that we wanted all documentation returned to us so that we can have them completed by another office. At this point he was very reluctant to return the documentation. I informed him that they were the property on my parents, and that he has till Wednesday **** ** at 10 am to produce all requested documentation or we will seek legal action with his office. I also informed him that we will not be paying any financial restitution for the lack of services that should have been provided prior to ***** ****. I have filed a new complaint with head office **** ***** because the old complaint file was closed stating the issue was resolved.

  Customer Answer

  Date: 17/06/2023

  POA can be provided electronically upon request.

  Business Response

  Date: 26/06/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 27/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we would like *** ***** ******* *** ********* incurred by my parents for filing late income tax covered by H&R block
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:31/05/2023

  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.

  Date of the transaction: ***** ***** **** Amount: ****** After charging my **********, the H&R Block online website did not give me an option to file my taxes **** *** *** **** ****). Even though my H&R Block account shows that I have the 'Premier - Order # HRB-************' status, there is no 'File' button on the last step.I paid for the service but did not receive the service from H&R Block. To avoid any penality from Canada *************** I had no option but to choose another tax filing service in order to meet the deadline ****** ***** ******I've already contacted H&R Block's customer service (online and phone) with the case number *******, unfortunately none of the customer service representatives were able to help after numerous troubleshooting (e.g. logout, change browser, clear browser cookies, etc...) but only to escalate the issue to H&R Block's management team. I was told that my refund request would be resolved in 30 days but when I called again on *** ****, there's still no update on the case number.

  Business Response

  Date: 31/05/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 31/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  At this time I cannot say I'm satisfy with the response as the refund is still waiting to get settled (It can take 10+ days to approve).
  
  Sincerely,
  
  ************* *** ********

• Initial Complaint

  Date:29/05/2023

  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 am writing to file a formal complaint against the H&R Block office located in ***********. My recent experience with their services was marked by unprofessional and disrespectful behavior, causing significant inconvenience and frustration.During my visit to the office, the representative assigned to assist me treated me with complete disrespect. Not only did she handle my personal information, including my SIN number, address, and phone number, out loud in the reception area, but she also made derogatory comments about my name, stating it was a mouthful. This lack of professionalism is unacceptable and goes against the expected standards of customer service.Furthermore, despite having a pre-scheduled appointment, the representative showed disregard for my time. When another couple entered the office, she instructed me to sit back down and attended to them instead, resulting in an unnecessary delay of approximately one hour. Additionally, she failed to communicate the estimated wait time or provide any explanation for the delay, leaving me in a state of confusion and frustration.To add to my disappointment, the representative failed to resolve the issue I had sought assistance with. Instead, she prioritized socializing with her friends who entered the office, neglecting her responsibility to provide efficient and effective service to all customers.I am deeply dissatisfied with my experience at H&R Block in *********** and believe that such behavior is in direct violation of professional standards and basic customer rights. I ****** ******* **** *** *********** **** ****** ********** *** **** *********** ****** ** ******* *** ************* ********* *** **** ** ********** * ***************** *** *** **** ********* ** **** ******* *** * **** ******* ** * ****** ******** *** ***********

  Business Response

  Date: 30/05/2023

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  Date:29/05/2023

  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 filed my **** tax return remotely and was handled by ************************* from ********, *******. She erroneously doubled my reported income, resulting in over ******** in extra personal income taxes. When I tried to communicate her error, she would take a very long time to respond and eventually stopped communicating without having properly addressed the issue with CRA. As a result, I laid in over ******** of extra taxes.

  Business Response

  Date: 30/05/2023

   The business responded to this complaint but requested that their response not be published. 

• Initial Complaint

  Date:15/05/2023

  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.

  On ******** ** I went to get my taxes done and couldn't because my t4s weren't in yet, so I had to come back. I got an email and returned on ***** *** to finalize my taxes, I signed the privacy document (which they have on file) and when they called my name I went to the cubicle of the only working staff member, and went thru my paperwork.... Signed a few documents and left. A month later I get a reminder about finishing my taxes before may 1st. So I called the h&r block I went to .... They have only the one document. I call the main office.... They have no idea what I'm talking about, when I fill them in they don't seem at all interested in helping me so I called the ******************************************* I even got a ref number. Two weeks layer the head office calls me saying my file got dropped on his desk by his supervisor asking him to look into what happened ** the file is all but blank. So I filled him in.... Another week goes by (***** *** ****) and still nothing .... And now after speaking to the **** number again and filling them in again... The head office in ****** calls me and asks me what's been going on. AGAIN. Because there are no notes in my file and she doesn't have a clue whats going on.... So now I'm 15 days past tax season my taxes have up an vanished and still have not been filed and h&r block ** ********** *********

  Business Response

  Date: 15/05/2023

  The business responded to this complaint but requested that their response not be published

• Initial Complaint

  Date:10/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ***** ** **** my spouse and I ent to H&R Block in *************** office # *****. After overcharging my wifes ********** ****** they said that they couldnt process reimbursement on the card and that a cheque for the overcharge would be sent from the head office within 3 weeks. After 3 weeks and no reimbursement I contacted the customer support line and was told a regional manager would contact **. ******************* contacted us 2 days later and told ** the cheque was issued but no unit number on the address so it was not delivered and that they would send another one. After 3 weeks I contacted ******************* who told me the same issue with no unit number on the address happened again and that he was mailing ** another check on that day with the corrected address. Today , 2 weeks after that and no cheque I contacted ******************* and he told me he would have another cheque issued with the corrected address and that I should stop complaining as our issue was being looked at and thing happen. We feel that H&R Block Canada is not taking the issue seriously and ** ******* every ***** counts in the economic climate we live into. 2 months to correct a simple billing error on their part ** ********** *** ***** *** ********. *** ******* * ** ***************

  Business Response

  Date: 11/05/2023

  The business responded to this complaint but requested that their response not be published. 

  Customer Answer

  Date: 12/05/2023

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

• Initial Complaint

  Date:02/05/2023

  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.

  i purchased what was supposed to be unlimited live chat/calls for ***. On the emp exp page, it doesn't make clear on the first page that says "add office supplies" (not me) but then underneath separately says "add another expense" whether hydro/internet are to go on this page or the following page. While those things are mentioned on the 2nd page, it wasn't obvious if we are to put on Page 1 as well as that page talks about general expenses to pay for an at home office.Before purchasing, it didn't mention there was 1hr wait. Although it didn't take that long, the lady that called,. I had other questions I wanted to ask and she said that she knew nothing about ****** taxes, as it's handled differently.** ********* ** ******** * ***** ** ** *** ***** *** ** ******* **** **** **** *** ********* ********** * **** ***** ** **** ***** ****** *** ****** ******* ********** Chat was never available, and it said you guys closed at 3pm ET. I wasn't expecting after paying for H&R to be basically closing.*** *********** *** ******* **** **** ** *** ***** * *********** *** **** ** ** *** ************* ******* ***** *** *** **** **** ********** * ****** ** *** ******* ***** ***** *** ** ********** ******* * **** ****** ** ** ******* * ******** ****** *** ***** *** *** ** ***** * **** *** ********* ***** ******** ******** **** ** **** ***** Basically, I paid *** for a question to be answered, that really could have been clearer with the software itself, and couldn't get help with the quebec questions, could never get chat support, and support ended at 3pm, something I wasn't expecting ***** * **** ***** *** ***** *** ******* *** **** ***** ************* ****** ******** ****** **** ** ****** **** **** ****** **** ** ***** ******** **** **** *********** but still want to use the temporary flat method. These are examples of areas not clear on the software.Please refund me the *** additional charge. Thank you.

  Business Response

  Date: 02/05/2023

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  Date:17/04/2023

  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 am attempting to file my taxes over the **** tax cycle. I have made an appointment at the H&R Block on ave ********. The appointment is at 19:00 with a *********************. I arrived promptly 5 minutes prior to my agreed appointment time. Once I arrive I am told he will be with me shortly. However nearly an hour passes and after constant badgering I was able to finally see him. Once we sat down all was good. We files my taxes and my girlfriend attended this meeting with me. ********************. After he told me everything is good to go and he will speak to his manager the following Friday about applying a promotion as he hadnt had to do much work and the last location had also done this. The following Friday comes no call. Monday through Friday of the next week same deal. The next Friday I arrive on location and demand to speak to him as they had hung up my calls and not answered me. He told me he was able to call me after that client meeting and over phone we will handle payments. Many hours pass and he has again not contacted me so I drive back before they close and he gives me a run around. **** * ******* ** **** ** ******** ********** **** * ******** ******** *** ** ** *** ********* ** **** ** ** ** * ****** ** ******** *** ******** *** ****** ****** **** ** ********** ** **** ********* ** ******* ** *** ** ******* *********** ***** *** ******* Ultimately a service was offered and contracted and not completed as said or agreed *** ***** *** ** ** **** ***** ******** *** *** ******** *** ***** **** **** **** ********** ***** 

  Business Response

  Date: 17/04/2023

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  Date:10/04/2023

  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.

  During the **** tax season I connected with H&R Block, was assigned a tax representative, however after multiple attempts to connect with them there was no reply (screenshot attached). I called and reached a representative who was apologized and stated that he would complete my taxes *** **** ** **** (email attached). In spite of this, I was charged for my tax return in **** (********** ** ****** **** ****** ********). This year, in March of ****, I was unable to login to CRA and they indicated that my taxes weren't filed last year. I called H&R Block and they said they were filed. Then I decided to drop my taxes off in person and ask about what CRA said about my taxes being incomplete. The representative said they would get back to me ASAP regarding this matter and offered that the representative who had completed my taxes last year was actually in that day - that was on March 18th. On March 22nd I received a customer ID via email and now it is April 7th and I have not heard back in any way. This has been stressful and I find it highly disrespectful of me and my time.

  Business Response

  Date: 10/04/2023

  The business responded to this complaint but requested that their response not be published.
  

• Initial Complaint

  Date:16/03/2023

  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.

  I used their online service to file my taxes. Purchased the protection plan and expert review plan. The netfile wouldnt work. Talked to the *** they said it was an H and R Block issue. Now I cant get a hold of them to issue a refund. I paid for services I am unable to use due to issues with their system.

  Business Response

  Date: 17/03/2023

  The business responded to this complaint but requested that their response not be published.

  Customer Answer

  Date: 17/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: Looking into it is not the refund I am requesting. The order confirmation number that should be refunded is HRB-************. That should help them find and refund the charge for a service I am unable to use due to a fault on their end.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 21/03/2023

  The business responded to this complaint but requested that their response not be published.

  Customer Answer

  Date: 21/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: They want me to verify information which I have already done as well as spend hours on the phone with the *** to tell me my information matches. I just would like the services I can not use refunded receipt number is 
  
  Sincerely****************** *** ****** should be refunded to me then I will be happy to close the complaint. 
  
  *********************

  Business Response

  Date: 06/04/2023

  The business responded to this complaint but requested that their response not be published.

  Customer Answer

  Date: 07/04/2023

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