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:16/05/2024

  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 started calling for tax advice from H&R Block at the end of January.I didn't receive a call back from a tax professional until May **.In the meantime, I went through an audit and researched why I'd received such a large tax bill.A detailed explanation is attached in a word document.Basically, I'd like to know why H&R Block is allowed to advertise and collect fees on services they do not provide. When I needed the services advertised I was stonewalled until the situation was resolved.

  Business Response

  Date: 24/05/2024

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 27/05/2024

   
  Complaint: ********
  
  I am rejecting this response as it is completely unacceptable without any type of explanation.  Although, I didn't expect H&R Block to be true to their word or honour their guarantees. 

   

  I think it's a shame that people without a financial background are left stumbling around trying to find answers while the *** is pressuring them.  Thank goodness I have a background in finance and could find the answers I needed without H&R Block's help.  What happens to the ** year old lady that's lost her husband and is then stonewalled by *****;R Block as she's trying to clear her husband's estate?  If anything, the Better Business Bureau should put out a warning to people not to expect any support contrary to what the H&R Block website states.
  

   

  I'll continue to spread my story via social media and to anyone that asks my advice on where to get their taxes done.  There's at least * people in my brother's town that chose an alternative tax service because of the hardships I went through...
  
  Sincerely,
  
  *************************

  P.S.  You can close this case now.  H&R Block is not an honourable business.  There's no point going any further.
  

  Customer Answer

  Date: 05/06/2024

  I would like to know what response the business gave the BBB.  I did not receive any explanation or apology from them what-so-ever.

  I remained concerned for other clients that will think they are able to access services they're not going to get...  what is the company doing to rectify the situation?  What are they doing with the employee that chose to abandon clients instead of look after them?

  Basically, through this experience, I've learned that companies can do whatever they want and there's no recourse or accountability.  They'll take your money for services and then stonewall you when you need them and - there's nothing anyone can do about it...

• Initial Complaint

  Date:15/05/2024

  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.

  We completed and uploaded all documents questionnaire and profile information for online tax expert services for 2023 tax season. Excuse after excuse and even with the district manager scheduling repeat appointments, ** days later I am still awaiting my taxes to be completed late after tax deadline and my file has been bounced to three people now for a simple return. I still do not have my taxes completed. They are not prioritizing online appointments, the server apparently crashed Monday, and today my appointment was cancelled due to the employee not working at the scheduled time by the manager. Incompetent and no communication. I have to call daily to ask why my taxes are not being completed. Horrendous service.

  Business Response

  Date: 24/05/2024

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

• Initial Complaint

  Date:14/05/2024

  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.

  Had you guys do my taxes for myself and wife! When receiving the returns I noticed a huge change from last year. Found out that my wifes disability had expired. I deal with h and r all the time and was surprised that the clerk did not notice the big change from previous year. Now I have to get hold of cra and go through the long process. The guy in charge, *****, said the clerk would not know about this because of the new program you are using. They want me to to file the current tax files now and then do it again when I get the new disability forms. I want to get the new disability forms, give them to you guys, and make the correctionswithout the added cost of redoing them.Thanks..I think my long term with your company you would help me rather then frustrate me. My wife is in the hospital at present I just dont need the frustration

  Business Response

  Date: 24/05/2024

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

• Initial Complaint

  Date:09/05/2024

  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 had my taxes completed for me and my spouse by H&R Block in ******. There was a document missing that had to be updated. I was given a form to be filled out. I took the necessary form to the doctor to have it filled out. I was told to bring it back to the office so I did right away. I was told as soon as it was approved that an adjustment would be filed. I wasnt told I would have to come in. I thought it would be just done automatic the following year I came back in to have my taxes done and I was told that the adjustment hadnt been completed. I asked the tax expert, if he could complete it, he told me that I would have to come back later. He completed the current years taxes and we left. I came in the following week to have the adjustment completed and was told that it couldnt be completed that day so I left. I called the following week and made an appointment. I came in for another appointment to have the adjustment completed. The tax expert made two files and said the adjustment would be completed. We would have to pay $** would be when the adjustment was ready. I called the office a week later and it was still not completed. The tax expert said he was still working on it. A week later, I called back and someone else called me and said that it still wasnt completed but to give him a call and he would work on it. Im still waiting for the adjustment to be completed it has now been a month, my adjustment has still not been filed. This has been two years.

  Business Response

  Date: 24/05/2024

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

• Initial Complaint

  Date:01/05/2024

  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 filed my online taxes with HR Block (V-**** *****************, *********) on March **, 2024. The HR Block FAQ's website states "Youll be quoted a price once youve uploaded all your documents, before your Tax Expert begins to prepare your return." I have not to date been quoted any price. The individual who was working on my taxes stopped responding to me for almost a month and then passed me off on April **, 2024 to another agent noting that that individual would take care of me tomorrow. I have written 3 follow-up messages that have not been answered or responded to. I called the office and because I do not speak french, was hung up on. I called customer support and despite being open hours, the line noted the office was closed and I could not contact an agent. It is now past filing date, I have no idea where my taxes are at and whether or not I am now late in filing them. I have not been communicated with once regarding the documents I sent in and have no idea how to proceed.

  Business Response

  Date: 16/05/2024

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

• Initial Complaint

  Date:30/04/2024

  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.

  H&R Block tax software forced us to upgrade from Deluxe to Premium. For no reason. Our taxes are simple. We could not see a way around it, customer service was closed and there were no FAQs about it. We went from $** to $** for no good reason.

  Business Response

  Date: 14/05/2024

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

  Business Response

  Date: 14/05/2024

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

  Customer Answer

  Date: 14/05/2024

  Here is the receipt. It may be under *********************** I hope this helps. Thank you. 

  Business Response

  Date: 24/05/2024

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

  Customer Answer

  Date: 27/05/2024

   
  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:29/04/2024

  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.

  On March **, 2024 I filled out a form for an appointment with H&R Block at *************************************************************. When I arrived my appointment had been deleted. I left, and I called H&R Block *********** to raise the issue but nobody was available, nobody returned my call. I got a call back from the agent I had the appointment with ****** **** and she told me she would offer me a free return. I went back the following day with my receipts but she needed more, so we made an appointment for me to return with those documents April **, 2024. When I arrived she had lost/misplaced my original set of documents and further told me the offer to do the free return had expired. Firstly, she made no mention to me the free return was time sensitive, secondly it is unacceptable she lost my tax return documents, and to tell me I never handed them to her which is a ***. She is very unprofessional and H&R Block should be liable for her behavior and misleading me about doing a free return.

  Business Response

  Date: 14/05/2024

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

  Customer Answer

  Date: 21/05/2024

   
  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, only on the condition that I am indeed contacted and we are able to come to an amicable resolution. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:18/04/2024

  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 went to H&R Block in my town of ******* and received an instant refund in February. When I received confirmation from CRA of my refund it was more than what they gave me minus their fees. *** said on my file they sent refund to the discounter which is head office in *******. They owe money to myself and my husband which sums over **** dollars. We called the head office in March and was told there was a refund waiting for us but issues with printing it. We called again on April ** to be told the same thing but she was going to call me back once she spoke with her supervisor to get an eta on when we can receive it. No call back. Called again April ** as I dont get a call back, to be told they are waiting for the supervisor to find out what the issue is. I am sorry but this is a lot of money to be sitting on and an error on their end when filing. We want our money back ASAP.

  Business Response

  Date: 19/04/2024

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

• Initial Complaint

  Date:11/04/2024

  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 both 202* and 202* taxes remotely with tax expert J*****. Received remittance forms from *** in August 202*. I called *** and was told it was optional to pay. Received additional remittance forms in March 202*. I received my tax assessment on April *, 2024 and it shows $****** in installment interest. I called *** and was told that as I owed over $******* in taxes I had to pre-pay. I told them I was not told that in August 202* and I received a form to apply for relief due to incorrect information provided. I also contacted the local H&R Block office and was told that I was to pay the *** when asked. I indicated that ************* never told me to expect these remittances when I filed for tax year 202* or tax year 2023. I have asked for compensation of $**. ~$*** for tax preparation fee 202* + ~$*** for tax preparation fee 202* - * remittance forms = ~$**. They have continued to ignore my repeated requests for a response and I am now escalating to BBB.

  Business Response

  Date: 19/04/2024

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

  Customer Answer

  Date: 19/04/2024

   
  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:10/04/2024

  Type:Sales and Advertising 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 falsely advertised the pricing of its product - couples pricing for the Premier package was shown as $***** on the splash page, while it showed $***** at checkout for the same package all on the same day. An attempt to resolve the issue with **************** proved fruitless, because the agent first mentioned that pricing has gone up while apologizing that it was not yet reflected on the splash page despite confirming that they were seeing the same discrepancy on their end at that time, as well. A case was filed with management to review and get back to me within *** business days. After not receiving a response in over a week, I followed up just to be told that I will need to wait longer without any guarantees. Result is that H&R Block increased prices by almost **% without properly indicating in advance, forcing me to falsely committing to taking the time to using their software just to find out that the filled out information cannot be submitted to CRA without paying the additional **% upcharge.

  Business Response

  Date: 19/04/2024

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

  Customer Answer

  Date: 25/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  Contrary to the response message left on BBB site for contacting me to resolve the situation, no attempts to contact have been made via any means - neither email nor phone - over the past week. Considering the premise under which the complaint was originally filed, I have no confidence in HR Block to uphold their promised intentions. It does not appear that the business is interested in maintaining any positive level of customer service and I would not recommend anyone rely on such from HR Block as a result of such demonstration over the past several weeks.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 29/04/2024

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

  Business Response

  Date: 29/04/2024

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

  Customer Answer

  Date: 29/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  I had a coupon code, which applied **% off the price. Had that price been as advertised, the discount would have applied to that original price and resulted in the same disputed difference.

   

  Considering the attention to detail to numbers and their causes in this line of business, I am quite surprised that this attribution was not noticed. It is also quite a shame that such an easy omission by the business was not attempted to be resolved via more direct means like a phone call, while delaying resolution through these means in such an anecdotal manner. This entire approach to customer service paints a poor picture of reliability of the service by this business, which is very unfortunate to the large customer base exposed to it.

  
  Sincerely,
  
  *******************************