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:26/11/2024
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.
Filed taxes with H R Block on May/**/24 with representative ***** ***** at their ****** st location. At the time of filing purchased a Piece of mind warranty that wpuld cover any mistakes in the tax filing. the initial filing I was to pay revenue ****** *$ however after ****** assessment owed $******. After many phone calls finally got a response a meeting and a claim # CSPR ********. Again after no responses did Follow up to their HO and got a priority level increase and a Ref #******* on Aug/**/24 and again on Sept/*/24 no response and again on Oct/**/24 telling them I was going to take it to new levels including court for breach of contract. At this point finally got a response from the district manager a ****** ******** ************. Email ******************************************* with an address of ****************************************************** As per our last conversation and Mr ******** request personally dropped off all requested documentation at said location on Nov/7/24 . It is now Nov/**/24 with again no responses or remedies. So enough is enough I am starting with BBB and if there is no remedy will have to go down legal chanels. Thanking you in advance for your help.
Business Response
Date: 28/11/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 05/12/2024

Complaint: ********

I am rejecting this response because: As it stands I do not necessarily accept the companies response at this time as I have been promised on many occasions since the original opening of the complaint on July *** 2024 that this would be rectified. There was * communications of problem being resolved and not until taking this to BBB was anything resolved or responded to. On Nov/**/2024 I got finally a response from a Mr ***** ******** that the insurance company was going to send me the reimbursement check on the same day however they would be sending it by Canada post so it would probably be delayed. At this point until I have a check in hand will I truly believe that this has been resolved.

Sincerely,

**** ******
Initial Complaint
Date:18/11/2024
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.
Finding the business uncommunicative, and unable/unwilling to respond. While they have e-mailed my spouse an invoice for their taxes they have no done so for mine. The whole process of getting them to file our taxes has been excessively prolonged and arduous. I question if the work has been completed. July ** - my spouse stopped in at ******************* block to drop off out taxes forms to be filed Aug ** - H&R block finally returned calls following up on out taxes,Aug ** - H&R Block e-mails asking for undisclosed and missing documents Aug ** - H&R Block calls for net income which was on the provided tax documents Aug ** - Called H&R Block (* times), get informed by them they have no taxes forms from me (did they lose them?), and that I need to fill out paperwork. Aug ** - Signed documents e-mailed to me to file taxes Sept. ** - Called H&R Block to follow up Sept. ** - Sent documents to e-sign to get taxes filed. Sent back questions about them saying i need ot remit taxes federally which I have never had to do, and question is I over contributed in 2018 on EI and CPP. Oct. ** - Called H&R Block to follow up Oct. ** - Called H&R Block to follow up Oct. ** - Called H&R Block to follow up Nov. * - Called H&R Block to follow up I have been copied on no invoices, and have not received any of the Carbon Tax rebates of Child Benefit rebates that have been sent out since Sept. **, nevermind when we initially started this process on July ****.
Business Response
Date: 18/11/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 25/11/2024

Complaint: ********

I am rejecting this response because: there has been no contact made by H&R Block in the one week period I was told they would reach out.

Sincerely,

****** *******
Business Response
Date: 28/11/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:12/11/2024
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 paid for the ** weeks course on oct * 2024 just for the sake of my knowledge. It started on the oct ****. I took my first class and on the **** oct my baby got really sick i had to take him to emergency in and out. He had chest infection and was later diagnosed with croup on October ****. I was so much involved with the baby i didnt realize i had a course to attend. How ever i did emailed my teacher back on the **** that my baby is sock thats why i mossed my class. My baby got a little better on nov ***. I emailed them to refund as i am unable to continue. They refused and took me off the course immediately. When i argued and told about my situation they said they will give me another course in january *******h from *** to *** full time. I told them i cant as i am going back to school full time. I asked them if they could give me anything after june. They refused and refused to refund. I was so happy that i would be learning something new from the tax academy. I dint k ow my baby would get so sock that it will make it impossible for me to attend the course
Business Response
Date: 14/11/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 17/11/2024

Complaint: ********

I am rejecting this response because: i pleaded with them in my most vulnerable times. Requested to multiple representatives of the company as my son was very sick and they showed no sympathy. I dont want to do any interaction with now. One of the worst customer service ever.

Sincerely,

****** ****
Business Response
Date: 28/11/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:31/10/2024
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.
H and R block did my taxes for the tax year of 2022 and 2023. The *** is requesting files from both of those years. I have left a message, talked to someone in the office, personally gone to the branch that did my taxes and I am unable to obtain those files. The calls aren't returned and the office is closed. This is not how a business should be run. I need my documents to resubmit urgently.
Business Response
Date: 07/11/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 09/11/2024

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,

****** ******
Initial Complaint
Date:27/09/2024
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 H&R Blocks incompetence not only do I owe a substantial amount to CRA, but have lost my OAS. Heres how they victimized me:In mid 202* I moved into a rental property I own and made it my primary residence.I had H&R Block do my tax return in April 2024.The *** said I owed several thousand dollars but she said I dont have to pay until I sell what is now my primary residence when the capital gain is realised.She later emailed me:"Nice meeting you. Talked to my colleague about your case after you ******* it is "deemed deposition" the capital gain is not 'real', so please call to CRA to check with them if you should pay the capital gain or you can pay when you sell it.Sorry can't be much of help! Nobody picked up the phone.Good luck!"I called and spoke with a *** *** who said that my return would be automatically reassessed due the large amount of capital gains, but it would take several months before this would happen. I expressed my concern about accumulating interest and she said that it would be removed once they saw that I didnt realise the capital gain.After several months, I hadnt heard anything regarding a reassessment so I called CRA and spoke with a *** and she said that H&R Block has to Request a reassessment for 202* on my behalf.I called H&R Block and they gave me an appointment to see a different person who then requested a reassessment.Just over a month later I received a notice that my reassessment was complete. When I checked the amount owing was the same except there was now several months of interest added.I called CRA and was eventually passed to a Capital Gains Specialist who informed me that H&R Block should have used subsection ***** of the Income Tax Act. Had H&R Block known what I paid them for, I wouldnt be in this mess.
Business Response
Date: 03/10/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/10/2024
On 2024/***** a rep from H & R called and said she will go over my file next ******* (2024******). It’s now 2024/***** and nobody has contacted me from H&R. They’re definitely not stepping up. In fact, it’s the opposite
Customer Answer
Date: 09/10/2024

Complaint: ********

I am rejecting this response because:On 2024/***** a rep from H & R called and said she will go over my file next ******* (2024******). It’s now 2024****** and nobody has contacted me from H&R. They’re definitely not stepping up. In fact, it’s the opposite

Sincerely,

***** *******
Business Response
Date: 10/10/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:23/09/2024
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.
Myself and co parent both filed with the same hr block office as we have done many times in the past. We have * children each claiming * eligible dependant. An error was made on her return leaving me to pick up the pieces. Office was no additional help. Left to be at the mercy of * separate *** offices. Countless hours of waiting on hold with CRA. My entire life I have never owed an amount and always received a return. Not only have I not received a return or carbon tax but it now noting as owing with interest charges. This was not my mistake. Why is HR block not putting effort forward to rectify. They admitted to the mess created by a simple check box error on my ex wifes and I am at a loss at this point. I was under the impression that the business I trusted for accuracy over the years would step up and provide some client support for an errror they made! I am looking at purchasing a house but with a debt owing to *** Im not sure what the impact will be. I have never owed and the feeling of being delinquent on a debt I shouldnt have is disheartening.
Business Response
Date: 03/10/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:19/09/2024
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 filed income taxes with HR Block Canada #***** tax year *0** on Mar. *0/**. I declared receiving the death benefit for my husband of $*******. My taxes were completed by DK #******. I received a refund of $****.05. In early *0*4, *** told me I had an overpayment of $****.05 plus interest due to incorrectly reporting on my *0** income tax. My daughter, her *********** called HR Block in ********** to discuss. We left a message for a manager to call back. On Feb. */** ****** the Manager got back to us. She said the employee who completed my *0** taxes made an error at time of electronically filing. She apologized and offered to do my *0** taxes for free if I filed before Apr. **/*4. My taxes had to be completed by ****** or ***** who had a code needed to input for this to happen. She advised that HR Block would reimburse the costs of any interest paid on the overpayment. She indicated a deadline of 1 year to bring the interest amount in to her, with a copy of the account status from CRA. I asked if she could put this in writing? She stated that it was not the policy of HR Block to do that. On Apr. ***** I had my *0** taxes done by HR Block **********, ***** completed them #******, my daughter confirmed they were done for free. She also confirmed the above process for HR Block to reimburse the interest paid on the overpayment with CRA, due to HR Block doing my *0** taxes incorrectly. On Sept. ***** my daughter and I called HR Block Brockville and spoke with ****** to confirm timelines for reimbursement of interest paid on the overpayment with CRA. ****** said we misunderstood as they either do the income taxes for free or reimburse interest on the overpayment! At no time did they indicate it was one or the other! I'm ** years old, I bought a wheelchair for myself with that *0** tax refund. This tax error caused me undue hardship! They need to do what they said they would, reimburse me for any interest paid on the overpayment!
Business Response
Date: 26/09/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 26/09/2024

Complaint: ********

I am rejecting this response because: No one has contacted me to discuss.

Sincerely,

H. **** *****
Business Response
Date: 03/10/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 11/10/2024
I spoke with the District Manager, ****** who indicated they issued a cheque for $****** for the interest paid to CRA. I let her know that there is additional interest paid and being paid and that the overpayment will not be paid in full until February 202*. Therefore, there will be additional interest payments that H & R Block will need to reimburse. She stated that she understood and to provide the statement of accounts at that time so that the final amount to be reimbursed can be paid. I asked what assurance there was regarding this since the original discussion was not honoured? She stated, because she was the District Manager. Let's hope that is enough! We don't consider this complaint finalized until the last payment for reimbursement of interest paid to CRA is made by H & R block.
Initial Complaint
Date:27/08/2024
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 took all documents required to H&R Block in ********** for them to file my 2023 income tax. My return was submitted by H&R block and they provided me with an envelope of random papers they claimed to be my return and documents . When I contacted them asking what these papers were as my banker told me it wasnt my return. H&R told me I needed to return them. I returned the envelope of random papers. Prior to receiving the right package, the office closed for the season. I have reached out to staff that worked there this year and past years with no response. There has been no response from H&R block in ********** or the corporate office in *******. *** contacted other H&R offices in ************ and they state they are unable to help me. The documents I require are critical to my ranching operation. I need them back ASAP. This has been ongoing since May. Revenue Canada does not have access to the documents that H&R block is holding.
Business Response
Date: 29/08/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:26/08/2024
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.
I took my taxes to be filed at ***** Block with all requested receipts and **'s on 2024-*****. I picked up the tax return summary of $****** on 2024******. I subsequently received a Notice of Assessment of $****** and $****** owing to The Canada *************** I checked with ***** Block and the told me Canada Revenue had no record of of my ********** so that was the reason for the muddle. My client number with ***** Block is ************** My Name: ************************* Ph *****************-************************************************* ***** Block Ph *********** ************************************************************************************************************ Tax professionals name: Inese Grabante ********* I am getting no cooperation from the agency Sincerely, *************************
Business Response
Date: 29/08/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 09/09/2024

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,

*************************
Initial Complaint
Date:15/08/2024
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.
Date of transaction: April **, 2024 Amount paid to business: $*** CDN In April 2024, I used H&R Block to file two self-employed tax returns, one for myself and one for my husband. The H&R Block site strongly suggested that we should file jointly, so I did. While working on my tax return, I had some questions about it, so I decided to purchase the ************* service that was marketed through the software. Because the questions I had were only for my tax return (not my spouse's), I was surprised and frustrated to discover that I would have to purchase the ************* for both of us at a charge of $** each, as there was no option to only purchase one. Because I felt I needed the assistance, I went ahead with the purchase. However, the "Expert" I spoke with was unable to help me with any of my questions, and only gave very generalized answers (the same answers that were already available on the H&R software/website). Following this, I sent an email to H&R customer service on April **, expressing my concerns. I did not receive a response to my email, and tried again to contact them by phone on May 30, and was told my case would be reviewed but never heard back. Essentially, I don't believe I got the assistance H&R Block was advertising, I was taken advantage of being made to pay for two quantities of ************* due to filing jointly, and I would like a refund of $***.H&R Block committed to provide: "With Expert Help - Book a review, one of our tax experts will review your return with you over the phone, before you file. Not only will the tax expert review your return in detail and answer all your questions but theyll help you optimize your credits and deductions, so you get the most out of your return. Youll even get personalized tax-saving suggestions to use this year and in the future!" (from website: **********************************************************************************************************)
Business Response
Date: 22/08/2024
The business responded to this complaint but requested that their response not be published
Business Response
Date: 22/08/2024
The business responded to this complaint but requested that their response not be published

Customer Answer
Date: 22/08/2024

Complaint: ********

I am rejecting this response because:
Even if H&R Block claims to have provided adequate assistance (which I still disagree with), it is unreasonable that I was forced to purchase "Expert Assistance" for both mine and my husband's returns when I only required it for mine. Why was there no option to only purchase assistance for one return? Their website strongly suggested that ******* returns be done together, but this seems to be a ploy by H&R Block to double their money on add-ons. There should have been an option to only purchase the assistance for one return, or a disclaimer that filing jointly would double the costs of any additional support purchases. I still believe I am entitled to a refund of at least $** for the assistance on my husband's return that was not used because it was not required.
Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

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