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I've been getting my taxes filed with H&R Block at Vanowen St, for many years, I was a solid, regular customer. I recently got audited for the first time. Even though I have paid for the 'Peace of mind ' plan coverage where it says "When you purchase H&R Block's peace of mind Extended service plan, You 'll receive protection for the life of your tax return this means that if you get a letter from the IRS send it to us to handle so you don't have to". This couldn't be shockingly further from the truth! I informed the office including the person who has been filing my taxes at H&R Block right after I learned about the audit. I sent them all the IRS transcripts and documents etc. They did absolutely nothing. The accountant literally told me to solve the issue on my own. I was lost and terrified as the error was huge and as it was my first time being audited I needed some guidance. H&R Block completely shut me out. I made several phone calls to the IRS and I sent them documents that helped the case but did not solve the issues completely. The new amended amount was significantly less. I notified H&R Block, and again I was tossed around from one person to another, told to hear from the district manager, office manager, etc no one contacted me. A few days before the tax payment due date the store manager told me to make the payment to the IRS and H&R Block would write me a check. I went ahead and made the payment but I have never received the check from H&R Block. I left tons of messages to the store manager but she never returned my calls. I'm in disbelief at how this kind of piratic can exist. They charge you for a service but when the service is needed they are not available. How on earth is this legal? Most of all I was a customer for decades and the way I was treated was, to say the least, extremely unfair.
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I received similar treatment from H&R Corporate, with respect to their "guarantee" for software. While they say they will pay interest and penalties if their software is at fault, the truth is that they take no responsibility for known glitches in their data import part of the program. I have that in writing from them. Needless to say, they refused to pay my interest and penalties, even though I was assured by their phone representative that they would do so. I will be suing them in small claims court to recover what they "guaranteed" they would pay. This "guarantee" is even printed in their annual report - but will they honor it? Apparently not!
Report it to Better Business Bureaus if you have not by now. If your case is not resolved after you make a complaint at BBB.org, BBB will give you some guidance on what to do next. Of course, your last result is taking them to court.
In my case the day after I reported my case to Better Business Bureaus I got a call from the District manager of H&R Block for the first time (a year after I initially notified them about the audit). We may resolve the issue it is still in the works.
This issue could have been resolved instantly if they had properly functioning business practices! Paying customers shouldn't have to go through this sort of unfair treatment for the service they paid for.