Business Profile

Tax Return Preparation

H & R Block Inc., U.S. Headquarters

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
This business profile reflects national complaint activity. All complaints concerning H&R Block, Inc. and H&R Block Mortgage is sent to the Kansas City Better Business Bureau for processing.

Complaints

This profile includes complaints for H & R Block Inc., U.S. Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,174 total complaints in the last 3 years.
482 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/10/2024
Type:Service or Repair 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.
Upon logging into my HRB online account 4/15/24 to file a tax extension. I was shocked to discover that an identify thief attempted to file a return (Submission ID (*********4*********1) using my social security number a month earlier (March 2024). Thankfully, it was rejected by the IRS. I called HRB and was provided a case number, ********. I haven't heard from anyone since then. My question: Why does HRB's system allow a FREE return to be filed, using an existing customer's Social Security Number - without requiring them to be logged in? The system should recognize that the SSN is an existing customer's account and: 1. Alert existing customer that a return is being filed using their information 2. Require the existing customer to login using their existing credentials to proceed with the return I would appreciate a response from HRB and some sort of compensation of my lost time dealing with this due to HRB's negligence in protecting my SSN.
Business Response
Date: 06/11/2024
Dear Better Business Bureau:

In response to *** *****' complaint:

We want to assure you that H&R Block takes fraud very seriously. While this tax filing was not a result of any kind of breach on our end, your concerns are valid, and we want to help you through this process.

We have escalated your concerns to a specialized team who will follow-up with you on what necessary next steps are needed to take, including how to report the fraud to the IRS, case ********.

It is recommended you contact the three major credit bureaus:
Equifax: ###-###-####
Experian: ###-###-####
TransUnion: ###-###-####
You can visit IdentityTheft.gov to create an Identity Theft Report and a personalized recovery plan.

We apologize for this inconvenience and the frustration this has caused. There is no compensation
available.
Sincerely,
****** - Executive Escalation Specialist
H&R Block

Customer Answer
Date: 06/25/2024
It is 13 days since this response, and no one from HRBlock has reached out. Again, my point here is that HRBlock failed to detect that my information was used outside of my account. Their systems should have caught that someone was trying to use an existing client's information to file a return - and alerted the existing client that someone was attempting to use their information.
Initial Complaint
Date:06/09/2024
Type:Service or Repair 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 made an appointment on May 21st to get my taxes filed. The register stated my taxes would be done by May 24th but ******** ******. I had been sending messages with no response. I called the office on 5/29/24 to see why she hasn’t started working on my return because I need them done for school. My deadline June 12th. She then works on my return. I pay $155 and my taxes are rejected! I’ve sending messages asking why with no response! I called the 1-800 number to get help on June 5th with a promise someone would be calling me to fix my taxes. They were rejected because their tax professional did not even have enough ‘professionalism’ to know she needs my health insurance information. I’ve filed my taxes on Turbo Tax before and was asked for that information so ******** was flat out being lazy! It is June the 9th!!!!!!! I have 3 days to get my stuff together for school! No one has done anything but they got my money!!!! I want my money back at this point because guess what? I can’t go to school this semester because of H&R Block! And to think I used to work for them. I literally hate this company for messing up my chance of starting my bachelor degree early! I want a partial refund AND the job completed! This is ridiculous. I have attached a screenshot of how many times I’ve reached out and with no response.
Business Response
Date: 06/11/2024
Dear Better Business Bureau,

Regarding *** ******** complaint, we apologize for the inconvenience this has caused the client. The client's 1095A has been entered and a refund for the client's tax preparation fee has been approved.

We consider this matter resolved.
Customer Answer
Date: 06/12/2024

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. I would like to point out that customers should not have to go as far as filing a complaint with BBB. Had I not done so I would still be waiting. Maybe give your tax prepares 24-48 to respond to a customer. How am I to trust your services when you allow your employees to do as they wish? Reading reviews, it shows that ******** ****** is well known for doing this to others at two other offices she works. Maybe do something about that.

Sincerely,
********** ******
Initial Complaint
Date:06/05/2024
Type:Service or Repair 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 filed my 2023 tax return with the IRS. I paid them $450.00 for this service. On April 29, 2024 I received a notice from the IRS that my tax penalty was "miscalculated" by H&R Block. I received a refund from the IRS for $294.00. H&R Block written guarantee states "If you discover an H&R Block error on your return that entitles you to a larger refund (or smaller tax liability), we'll refund the tax prep fee for that return and file an amended return at no additional cost". I attempted to contact the individual who prepared my return but got no reply. I then called the H&R Block customer service number, gave them all my information and asked for a refund of my tax prep fee. The individual I spoke with took all the necessary information and said someone would contact regarding the issue. On May 16th 2024, I was contacted via email, by *** ********** of the Johnstown PA. H&R Block office who asked me to provide all the details (again) of the problem. I supplied her with the requested information and she replied she was submitting the information to her District Manager for approval of the refund. On May 18th 2024, I received another email from ** ********** requesting a copy of the letter I received from the IRS. I emailed the copy to her the same day. On May 22nd 2024, I emailed ** ********** again, since I hadn't received confirmation she had received the letter. I received no reply to my email. On May 31st 2024 I emailed ** ********** once again asking for an update on the status of my refund. As of today, June 5th, I have received no further correspondence from her.
Business Response
Date: 06/10/2024
Dear Better Business Breau,

Regarding *** ******* complaint, the refund he received from the IRS for $294 was the penalty amount for the underpayment that we were required to withhold when we prepared his taxes initially. The fact that the IRS was flexible and decided to refund his penalty amount is not a reflection on our accuracy or imply any mistake on our part. The tax representative *** informed him of this in her initial conversation and requested the letter from the IRS to confirm the actual reason for the refund of the $294. *** has emailed the client and has not heard back.

We consider this matter resolved.

Business Response
Date: 06/24/2024
Dear Better Business Bureau,

Regarding *** ******* complaint, our guarantee does not entitle the client to a refund as the IRS or 3rd party discovered the error, not the client. That is consistent with our policy. This is our final decision and we will not be issuing a refund.

We respectfully request this case be closed, we do not believe that any further response on our part would be beneficial.
Customer Answer
Date: 06/24/2024

Complaint: ********

I am rejecting this response because: H&R Block is really digging deep into semantics now. Saying that "I" didn't discover the error but rather the IRS did. I assumed that the H&R Block tax preparation "expert" had filed my return without errors. That's why I went to them for service rather than do it myself. If I needed to check their work, why would I use their service?
This is just another case of a big business trying to outsmart their customers with "legal speak". I do NOT accept their response and will continue to fight their decision, next with the Pennsylvania Attorney General.

Sincerely,

****** *****
Initial Complaint
Date:06/04/2024
Type:Service or Repair 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 utilized H&R Block's online software for State and Federal taxes for calendar years 2021, 2022, and 2023. I received a letter from NYS saying my State Income Tax Return is incorrect in May of 2024. The error affects all 3 years of my NYS returns filed with H&R Block. The error is due to a limited option to use from in one of the W-2 input boxes. I notified H&R of the issue immediately. I received an email on 6/3/24 saying H&R Block will not correct the error for any of these 3 years of incorrect tax returns because they feel the drop down box selection was wrong on the user side saying the 414h contribution should have been labeled as "414h contribution" but it was actually labeled as "414h contribution". Therefore I am wrong in the company's eyes. My Federal Return is correct because the correct selection was chosen. The State return is wrong because the software does not support the option to be taxed only at the Federal level and not at the State level. I asked H&R Block to reimburse me for the taxes and penalties owed and to give me free vouchers to amend the 2022 and 2023 state returns. They have refused all options and are also refusing to correct their software so other users do not encounter the same issue.
Business Response
Date: 06/07/2024
Dear Better Business Bureau:

In response to *** ********* complaint:

A claim was open approximately 5/22/24, *** ******* was sent an email of acknowledgment and
a link to the Accurate Calculation Guarantee website for more information.

The email *** ******* received on 6/3/24 was H&R Block's final decision.

Sincerely

****** - Executive Escalation Specialist
H&R Block
Business Response
Date: 06/12/2024
Dear Better Business Bureau,
H&R Block has reviewed *** ********* rebuttal to our prior response. This response contains H&R Block’s final position.

Our review determines the rebuttal raises no new issues with H&R Block products and services. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated 6/07/2024.
This decision is final.
We have respectfully requested that this case be closed, the back and forth is not going to change the decision.

Sincerely,

H&R Block
Customer Answer
Date: 06/20/2024

Complaint: ********

I am rejecting this response because:
The software is at fault and is incapable of completing a correct NYS tax return for these specific circumstances.

Sincerely,

***** *******
Initial Complaint
Date:06/03/2024
Type:Service or Repair 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 filed my taxes wrong, I was charged penalties/late fees and I’ve spent 2 years trying to get reimbursed for those penalties and fees. I’ve had 20+ claims created, escalated countless times, been blown off and cases arbitrarily closed, been instructed to go into physical locations to have the problem solved just to show up and they tell me they can’t help me. Claims get denied and everyone refuses to resolve the issue.
Business Response
Date: 06/06/2024
Dear Better Business Bureau,

Regarding *** ******** complaint, the client's claim was denied because it was validated that the IRS could not complete their process due to insufficient funds in the client's account which the client would be responsible for. Had there been sufficient funds available by the due date no penalties or interest would have occurred.

We consider this matter resolved.
Business Response
Date: 06/24/2024
Dear Better Business Bureau,

We are currently still working towards a resolution for the client. Please allow more time for us to respond.

Thank you.
Customer Answer
Date: 06/24/2024

Complaint: ********

I am rejecting this response because:
The case has not been resolved, and I don’t want it closed until it is. For the first time in two years, H&R Block has reached out to me, instead of me spending hours a day trying to reach someone there..
Sincerely,

***** ******
Initial Complaint
Date:06/03/2024
Type:Service or Repair 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.
Taxes were dropped off at H&R Block on April 9th. An extension was filed by **** *******. I have made several attempts to contact **** including stopping at the office on Don Knotts Blvd. As of today the taxes have still not been filed. I understand that the the extension is good until October, however the fee was paid on April 27th, it is now June 3rd. I was told when I stopped by in person that the returns were hung up in their system and they would be filed by the end of that week.
Business Response
Date: 06/10/2024
Dear Better Business Bureau,

Regarding *** ********** complaint, we apologize for the inconvenience this has caused the client. The client's state return has been accepted and we have also approved a refund for his tax preparation fees.

We consider this matter resolved.
Customer Answer
Date: 06/11/2024

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,

William Williams
Initial Complaint
Date:05/31/2024
Type:Service or Repair 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 taxes threw H&R Block in Corry, Pa and I received a letter from NY state denying my request for my refund and I have called to talk to my h&r block representative who did my taxes and left messages for her multiple times and she would not call me back and avoided my calls. I finally called one day and she answered and I told her my problem and they still have yet to help me. I am out $2,200 from NY state right now and I want them to fix my taxes so I can receive me money because I paid the $500 to do my taxes.
Customer Answer
Date: 06/09/2024
I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.

I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.

Complaint ID: ********
Name: ***** *******
Business Response
Date: 06/11/2024
Dear Better Bureau,

Regarding *** ******* complaint, the client received a notice from the state of New York requesting information about the children claimed on the tax return. We faxed all of the information needed to New York State in response to the notice. The client called and stated she received another notice which we requested she bring to us. The client has not done so to date. We have done everything New York State requested. The client did not purchase our Peace of Mind guarantee and we have not charged her for responding to the notice.

We consider this matter resolved.
Initial Complaint
Date:05/31/2024
Type:Service or Repair 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 mine and my husband's taxes with an online tax professional at H&R Block for the tax year 2023. We ended up owing money to the Fed. When I signed for my taxes to be complete and paid H&R Block their filing fee, I was told that we needed to pay the Fed directly and they provided the website to do so. My husband then paid the Fed out of his bank account. The next day, I had the amount owed to the Fed taken out of my bank account, which is the account on file with H&R Block. The tax professional did not communicate to me that they would be taking money out of my bank account to pay the Fed directly nor did I authorize this. Customer Service has stated on multiple occasions that H&R Block does not pay the Fed directly with funds from a client's bank accounts. The IRS has no record of receiving the payment made from my bank account. The IRS does have record of receiving the payment my husband made from his bank account. I called H&R Block customer service again on 5/22/24 and was again told that they do not make payments to the IRS for clients and the representative did not understand where my money was either. They said they were going to create a complaint and escalate, and that I would hear back in 3-5 business days. I have not received any communication from them, so I called again on 5/31/24 and was told that H&R Block actually does pay the IRS directly for clients. I challenged the customer service rep as to why everyone before them said the exact opposite and that I did not give permission for this nor does the IRS have the payment. The rep had nothing to say besides they would reissue the compliant and I would hear from them in 3-5 business days. Where is my money H&R Block? Because so far none of your customer service reps can tell me. The compliant case number is *********
Customer Answer
Date: 06/03/2024
Hello, I would like to cancel or delete my complaint. H&R Block provided me with additional information today 6/3/24 that I was able to give to the IRS regarding the issue noted in the complaint.
Initial Complaint
Date:05/28/2024
Type:Service or Repair 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 an amendment to file for my 2022 taxes. I sent the K1 to HR Block in November of 2023. I was told that they shouldn't file it until January when the IRS reopens. I waited and reached out a few times to ensure that this was filed. I was told at the beginning of February (2024) that it was filed and would take about 12+ weeks to get to me. After 12 weeks, I went to the IRS tracking website and it had no information to give me about the status of my return. I then had to try NUMEROUS times to contact someone at the HR Block office. Multiple times I was told that they were too busy, and then that they would call back, which they never did. After calling repeatedly, I got a hold of someone who said they were the manager there and that my amendment was in fact not sent in to the IRS. It never went through the second step to get submitted. This is now April 27th. They sent the amendment in on April 27th...at which point I now have to wait an additional 16 weeks to see this refund that I had been counting on. I called customer service and they told me I could file a complaint for some sort of reimbursement. I did this and was told I would be contacted within 3-5 business days from corporate. No one called. 7 days later, I called and they sent an "escalation" email to the complaint department (whatever that is) and said I would be called within 3 business days. The 3rd day came and went, no one called me. I called on the next business day and their notes have this as closed. No one ever contacted me. When I said I wanted to speak to someone at a higher level, they told me there was no one there to talk to and that wouldn't happen. They even doubted a district manager would reach out to me. Basically, we're all dealing with the Wizard of Oz. I hate doing this because the initial tax pro I worked with is great and I don't believe this is a reflection of her. This is poor culture. Poor customer service. I have spent way too many hours trying to follow up on this.
Customer Answer
Date: 05/28/2024
I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.

I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.

Complaint ID: ********
Name: ***** *****
Business Response
Date: 05/31/2024
Dear Better Business Bureau,

Regarding *** ******* complaint, we apologize for the inconvenience this has caused the client. Office leadership has contacted the client and is continuing to work with him. A refund has been approved.

We consider this matter closed.
Initial Complaint
Date:05/26/2024
Type:Service or Repair 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 got my tax’s done here and she majorly screwed them up. She claimed two deductions on state for something that the state is highlighting as being wrong because she was only supposed to claim one. Then we had a kicker and she claimed the whole thing despite us being divorced at the end of the year and didn’t do the calculation for what it would actually be before sending it in. She told me I would be getting money back from the state as a result. In the end my ex is still waiting for his kicker because my taxes are on hold. Also, I got a letter from the state saying that I actually owe $3000 and she indicated I would be getting money back . Federal taxes I got a letter from the IRS stating that my taxes were done incorrectly and they owed me money. This is very concerning that someone is doing such an important task yet is incredibly incapable. These are big screw ups and have cost me financially. I have emailed the agent, no response. I contacted H&R Block three times, no return phone call with resolve. This is all unacceptable.
Business Response
Date: 06/05/2024
Dear Better Business Bureau,

Regarding *** ******** complaint, we apologize for the inconvenience this has caused the client. Office leadership has contacted the client and an amended return will be done free of charge.

We consider this matter resolved.
Business Response
Date: 06/11/2024
Dear Better Business Bureau,

Regarding *** ******** complaint, our office leadership has spoken with the client. The client was made aware that a review will be done on the return when the tax agent is back in the office on 6/11/2024. At this time a refund will not be submitted. That is subject to change once the review of the return is completed.

We consider this matter resolved.
Customer Answer
Date: 06/11/2024
[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********** and find that arbitration is necessary.
Sincerely,
***** ******

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H & R Block Inc., U.S. Headquarters is NOT a BBB Accredited Business.