For certain tax prep services, H&R Block makes a promise in writing: if they make a mistake on a tax return, they will pay any additional taxes due. Well, they made a few mistakes. H&R Block represented me in an audit which, considering all of IRS's challenges, came out very well. Reason: I do not cheat on taxes, and have all receipts. I only take allowable deductions, including those suggested by H&R Block. I've used the company for almost 30 years and had good reason to trust it.
The audit was last November, and in the end, I owed only $725 due to H&R Block errors. Not bad. Block said to pay the IRS, and they'd submit the paperwork for reimbursing me under their guarantee (called "Peace of Mind").
Weeks go by, then months. I try phoning, and get runarounds but no callbacks. I write, and my letters are ignored. Registered letters to the local office and headquarters get no response. I'm screaming into a void. H&R Block owes me money they promised to pay and finally, they send me a check for $47. Are you laughing? I sent it back.
H&R Block gave me three random "reasons for denial" of my claim. None made any sense. They were just waiting for me to get tired and give up. They didn't care about retaining me as a customer, or that I'd been a longterm loyal customer. Still, I took a lot of time explaining in letters why their silly reasons were arbitrary and untrue. I documented everything, with backup, here: http://bobarno.com/thiefhunters/09/hr-block-reneges-on-promise/
I alerted "The Consumerist" first, and the very same day Block emailed me: "I am pleased to inform you that the Peace of Mind claims department has reconsidered your claim for year 2008 and has approved it for payment."
Why did it take ten months? Should we consumers be required to fight and fight and fight for what is rightfully ours? H&R Block made a promisewhat kind of business dodges its corporate responsibility like this? The company's implied message to me is "you want it? You're gonna have to fight us for it! Haha!" The "haha" is because I'm scrambling and spinning my wheels and its job is to sit back and do nothing. Maybe they sit back and laugh. Haha.
Meanwhile, I've hired a lawyer. I've paid for two registered letters. And I've taken endless hours out of my workdays. I'm no longer satisfied with an offer from H&R Block to pay what it owed me ten months ago. I have worked too hard and spent too much time and money. I'm considering a class action lawsuit. Anyone else out there get jerked around on reimbursements due from H&R Block? What about their "Peace of Mind Agreements"? Anyone give up on the fight? Who's sick of fighting?
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