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.
61 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:17/03/2025
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 was at the branch at ************************************************** today, and a so called tax professional named ******* *** *** prepared my 2024 taxes. I clearly noted on the information sheet I had to fill.out upon arrival that I wanted an instant refund. She calculated how much my fee would be($******). We went to front desk so I could pay, which I did through debit. Once back at her desk she finalized the paperwork and said my taxes were filed. I asked her if I was getting a cheque. She said that she didn't realize I wanted instant refund. She then reverses my debit charge and tries to fix her blunder. Unfortunately once taxes are files with revenue canada it can't be reversed. Then I had to pay again through debit. I pretty much paid H&R Block to do what I could have done my self for free on Turbo Tax free software. As far as I'm concerned H&R Block owe me $******!! I will never go to this Branch again. This lady almost screwed up my 2022 taxes also!! She needs to be fired!!
Business Response
Date: 20/03/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:07/03/2025
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.
Went to H&R Block (Address: ******************************************).An older male handled my tax. This person does not understand English very well. I requested "Instant Refund" and mentioned "instant refund" throughout the process, when we pay the fee, we mentioned "Instant refund usually higher fees" but this employee looked at me clueless. Then, of course he did not do it correctly. The only reason we use H&R block is "Instant refund," if we did not get this service, we would not choose H&R block.We requested to speak a manager, he ignored for a while, then rejected first. And hitting the desk with his fist a few times. I had to ask ** times to speak to a manager until I get his response. Basically anything I ask, he does not respond. Just being ignored. Also he was visibly shaking in a way older people do. Additionally, he had other customers' tax files displayed on his desk. While there was no sensitive information visible, their names were completely exposed to us. Someone like that should NOT be working anywhere, especially at a tax office.Again, if we did not get the instant refund, we did not choose H&R block. I could have done that myself online. Please refund the fee.
Business Response
Date: 07/03/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 14/03/2025

Complaint: ********

I am rejecting this response because:
NO ONE EVER CONTACT ME.

Sincerely,

****** *********
Customer Answer
Date: 24/03/2025
No one contacted me. No solution was offered. No communication from H&R block.
Business Response
Date: 27/03/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:05/03/2025
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.
On Feb **/25 went to H&R Block ******** to file a quick return and they said they would call me Monday. No call, so I called them today (march4) They asked me to come in, and I said I could be there for * after work, and they said I had to come in sooner because * people had to be there. So we get everything sorted, and she tells me that I have to have my refund on a prepaid H&R **** card because e-transfer isn't working. When I ask if I can transfer the balance to my own bank card I am told no because my card isn't a **** debit card. So I ask if they can just cut me a cheque and am told no they don't do that anymore. My whole reason for filing quick return was because I owe money to my mother for a car loan. An H&R block **** is absolutely useless to me. So to add insult to injury I was then told I had to pay $****** out of my overdraft to file and wait ***** days! The ONLY reason I even went there was to file quickly.
Business Response
Date: 06/03/2025
The business responded to this complaint but requested that their response not be published
Business Response
Date: 13/03/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:21/02/2025
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 truly had no idea what her name was this inept moonlighting she was boorish then rude she wouldn't even give me multi requested breakdown for issued credits or other, this disgusting sense of entitlement forbade her from writing down the particulars even with moneys paid in full to h&r block this agency was more concerned about payment method asking me twice then once more then asking am I a Canadian citizen I responded in French with such an accent it is evident that obviously I am & having to respond & hand over legal tender to someone who has reasoning issues & bad communication is concerning she requested I remove my mask X 3 so she could confirm it wasn't magic or ventriloquism all whilst telling me about her time in ******* but couldn't understand my cut to the quick simple to the point three or four word dialecte rgionale the agent proceeded to tell me repeatedly she didn't understand what I said ** minutes of unpleasantness the service is abhorrent, I brought paperwork from the year prior performed at the same location to point out all their discrepancies NONE of their numbers matched l'agence du revenu & the agent looked at it without concerns nor absolution needless to say because of these very fine folks with overly professional demeanors there will be no return or recommendations. This agent in question was mannerless the fact that I was a tenured customer for a decade means little photocopying my identification that should already be on record after ten years they couldn't even spell my name correctly after I paid them.
Business Response
Date: 27/02/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 27/02/2025

Complaint: ********

I am rejecting this response because: I REQUEST A REFUND FOR THE LAST ***** VISITS.

Sincerely,

****** *********
Business Response
Date: 28/02/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:14/02/2025
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.
Last February, I dropped my taxes off with H&R Block. Once they were completed, I received a phone call stated they were done and I was to receive a refund of $******. I asked the lady who prepared my taxes to double check because it did not sound right. I received a second phone call and she confirmed that the amount was correct. Fast forward to November 2024 when I received an email-Notice of Assessment from ***. I was not able to log in to my CRA account, so I called them and they advised I owed over $****** in taxes. I called H&R Block and the lady who filed my taxes said she made an error and she would cover $**** plus fees and would re-file my income tax. I told her this was unacceptable as I asked her to double check my taxes before the issue was refunded. She provided me with a number for customer care. I spoke with a gentleman who stated there was nothing he could do in terms of a financial compensation, but offered that H&R could offer free tax filing for a couple of years. He also informed me that if she had filed the taxes correctly, I would only owe $3000 to CRA. Again, this is unacceptable. The lady who prepared my taxes needs to be accountable and responsible for the huge error she has made. I do not have the money to repay CRA as I was guaranteed she filed them properly and I took care of bills. *** has been doing my taxes for approximately ** years. I now have *** contacting me daily. I am living paycheck to paycheck now with the cost of rent and living expenses. I do not have extra money each month for a payment arrangement. This error was made of behalf of an H&R Block employee and as such H&R Block needs to pay this money to clear my account with ***. I spoke with them again today, and they notified me that H&R Block has not sent this additional information on this matter. This matter is urgent and time sensitive so I am hoping you can find a satisfactory solution for everyone. Please have the President of H&R Block contact me as well.
Business Response
Date: 20/02/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 20/02/2025
Thanks for the response and would like to mention I spoke to *** ****** from H&R block headquarters again on Feb **** who stated they would have to look into it further with their management. So there was no offer made and havent heard back from them as of Feb 20th.
Initial Complaint
Date:12/02/2025
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.
Due to repeated mistakes made by H&R Block on my mother's **************************************************************************** her nursing home and she would be evicted if her ********** family couldn't come up with hundreds of extra dollars per month to cover the full cost of care. It took H&R Block * attempts to sort, and left us to come up with hundreds of extra $'s per month, for months. I was relieved when *** immediately found the issue, knowing my family would only have to come up with the money for one month, however even after being provided the information from CRA, H&R Block still only partially fixed their mistake, so the second return again came back stating that my mother was still over the limit. After the second mistake I was devastated all over, and filled with anxiety so I decided to file a complaint. I was told I would be receiving a call and that this serious issue would be taken seriously. The call never came, and being ignored became the norm leading me to file here. It is a long and involved situation but to sum it up, I was eventually offered a refund for the original cost of the return and one free tax return for this year, I just needed to send my mother's details. I stated that I needed to speak to my family. I asked how long I had to decide and was told there was no time limit. I asked if we accepted the refund would that count as a full resolution, I needed to know that so my family could make an informed decision. That was back in September. I have yet to receive any response regarding my question or concerns, or any further contact at all. The entire situation has been all but ignored by H&R Block even after acknowledging the seriousness of it, and my family has been left to pay all consequences for their negligence. There is so much more to share but no space. This experience has been, and continues to be a stressful and traumatic situation for my family all because they innocently trusted H&R Block to file their taxes.
Business Response
Date: 14/02/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:21/01/2025
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.
In April 2024, we paid around $*** for H&R Block to capture my wife and Is taxes. I submitted:** *** slips ** Manulife **** tax slips. (We had to pay extra to submit the additional T-4 and the **** slips. )And my wife submitted :1x T4 The Tax Expert we paid only submitted one of my T-4s and my wifes T-4. Being new to Canada we had no idea what to check to double check their work. Its now 2025 and we have been reassessed by the *** and we owe them $**** because they didn't capture my tax correctly. When I contacted H&R Block they advised me that I didnt pay for their extra Peace of Mind benefit so there is nothing they can do. They have issued the refund of the services rendered and are covering the interest accrued on the due tax. Picture attached is a list of all documents with the dates I uploaded them to H&R ************************* complaint is why do I need to pay the company extra money to protect against their mistakes. Judging by their reviews they make these mistakes often, does the company treat the clients that have paid for the benefit differently in terms of the service they provide? If I had paid for this Peace of mind benefit would the tax expert have reviewed their work before submitting to the ***? I find it extremely suspicious that the extra that I paid for was just completely ********** case number with H&R Block was *******
Business Response
Date: 23/01/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 23/01/2025

Complaint: ********

I am rejecting this response because: I would prefer that all communication be done through the BBB. As a past customer of H&R ********************** I have no faith that any communication will be taken seriously. We paid your staff member to do the job, we paid her extra to do additional work. Which wasn't done, and now I was told that I had needed to pay a further amount to be protected against mistakes.
I don't think that's fair, especially when people use your service because they don't understand how tax is submitted.

Sincerely,

***** *******
Business Response
Date: 27/01/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 28/01/2025
********** ********

I am rejecting this response because:
This response did not answer my question. How can I just trust H&R Block that my application was handled the same as someone who paid for this "Peace of Mind" benefit.
I already had to pay extra money for the additional T-4's that I submitted, the work was just not done. If I had paid for the "Peace of Mind" benefit would the associate have double checked her work? Would the application be reviewed by someone else to ensure it was correct so you could avoid having to pay for any failures to fulfil the only service you offer?
Given the reviews on the BBB I can clearly see this is not the first time, which leads me to believe there is a pattern and a recurring issue with H&R Block.
Sincerely,

***** *******
Initial Complaint
Date:17/01/2025
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.
second complaint against the same office a year ago. Follow up this time was to request the apply for a rent credit made available last year. It was announced nov 2023. I spoke with ****** on the phone explaining last year was a bad experience. ***** block advertises they will find you more money. She lied to me in her response saying, there was a lot of confusion with the tax credit at the beginning last year. I called her out saying I was one of the last returns filed. She at that point hung up on me. I have filed a complaint with head office. They resolved my issues last year. I believe they will do the same.
Business Response
Date: 23/01/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 27/01/2025

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.The manager has resolved my complaint in a fast and professional manner. he is coaching staff and offered me a free return for 2025 plus.

Sincerely,

**** ****
Initial Complaint
Date:15/01/2025
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.
Hi, the issue is the extremely poor customer service from the *** Ave branch in *********. No one returns calls or answers the phone. I had to drive down to the branch only to find a young women and her boyfriend playing on their cell phone and didnt even acknowledge me. Seriously what the heck Terrible
Business Response
Date: 16/01/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:05/12/2024
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 went in on the **** of February with my significant other to get our taxes done with ******. I handed ****** my id and sent her my t4 and she finished up my taxes and did my significant others taxes. We waited around got the refund and we thought all was good until a couple days later on Thursday the **** I get a call from them and she messed up my taxes and put in the wrong birth year. She put in **** instead of ****. She did taxes for a one and a half year old. She said theres nothing else she can do about it and that I am now stuck paying over *** because she put in the wrong year. I called back a bit later when I was on my break at work and asked to speak with a manager and I was told she was in a meeting and will be done in about an hour. I call back and hour later and they dont pick up so I wait **** minutes and call again they dont pick up again. After work I go in and ask for the manager. Kayley walks into the managers booth and the manager wont even come out and speak with me, Kayley comes back and says its been forwarded off to a regional and that I should get a call before the middle of next week. The regional calls on Monday the **** later in the day and doesnt even let me speak and was super rude, he told me that the policy they post isnt correct and doesnt work in this instance even tho I provided all correct information to ******. The regional said all he can do is make sure I dont have to pay interest on top of the over *************************************************************************************** to pay more then I have to I have the email and to this day I havent received how much I owe in the mail or an email from the regional. I have had terrible service from this place and dont recommend coming here. Its nice to know the policy they post online they dont follow. And we havent gotten any of the gst at all this year and H&R is no help, I just want my money and shouldnt owe anything as there employee messed up.
Business Response
Date: 05/12/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 06/12/2024

Complaint: ********

I am rejecting this response because: I hope that I wont have to pay anything as it was an employee and manager that were unable to do their job properly and ignored the warning that popped up when they went to file my taxes, Ive been given false promises of this issue getting resolved and its almost a year thats gone by. I have always used H&R block to do my taxes and so has my family and friends but we will no longer if this issue isnt resolved. The manager at this location wouldnt even come out of her cubical to talk to an unhappy and unsatisfied customer. Very disappointed in the service at this location.

Sincerely,

******* ****
Business Response
Date: 09/12/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 11/12/2024

Complaint: ********

I am rejecting this response because: I still havent heard from them, I am very upset with this

Sincerely,

******* ****
Business Response
Date: 16/12/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 16/12/2024

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,

******* ****

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