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Business Profile

Tax Return Preparation

Jackson Hewitt Tax Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tax Return Preparation.

Complaints

This profile includes complaints for Jackson Hewitt Tax Service's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jackson Hewitt Tax Service has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 taxes filed with this business this year and the employee who was helping me charged me $600 without telling me the amount. And she set it up so they can get their fees taken out of my refund. When she printed my papers and after I saw the amount of fees I’ve paid I objected it and confronted her about not letting me now about the amount of fees and she admitted not explaining it. Even though she submitted an email with her manager to fix the issue nobody have reached out to me yet and when I call their office to speak to a manager they get attitude with me and tell me to wait 48-72 hours before a manager gets in touch with me. It has been more than 10 days and still nobody returned to me. This business is unprofessional.

    • Initial Complaint

      Date:12/06/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      My first transaction with Jackson Hewitt was back in January 30th 2023. I filed my taxes with them. First complaint I have is that they never disclosed the price of their services until after all the paperwork was filed. I spent over 600 dollars in fees. This was after they included a Walmart discount of $250.
      I received my federal on time but I had not seen anything on my Colorado state refund. It took months to finally get a hold of Colorado DOR to find out my taxes were never filed. I contacted Jackson Hewitt back in March asking for information on that refund, however they said that is was showing filed on their side. Coming into July I finally was able to get a hold of a rep at the Crestview office to set up a refile for the state taxes. He sent them off but it ok me another two weeks to get confirmation that he sent it off.
      I finally received my state refund in September.However, the amount was 153 less than what I was shown to get on my paperwork.I called Colorado DOR for clarification and found out The state corrected the tax return because I was not considered a full resident for 2022.Jackson Hewitt made a clerical error.I called Jackson Hewitt because I was wanting the 153 they stated I was to get and to file a complaint about how this has been a long drawn out process and having to play phone tag and wait for a call back.The representative filed a report to their HQ and I never heard back from them. He said I should hear something from them within a week.I have them 3 weeks.Then proceeded to speak with the area manager Steph over the Crestview office.I spoke with her once on Oct 31and she said she was going to look into this and see what she could do for me. She said she would call me back within three days. I've called the area office twice Nov14 and Nov27 and left messages for her and I have not received a return call.Im tired of not getting a resolution and would like to get my money back from their services and the 153 for the state refund.

      Business Response

      Date: 02/09/2024

      Good Afternoon, 

      Thank you for sharing the feedback regarding Ms. ********'s experience last year. I'm truly sorry to hear the service she received fell short of the expectations we strive to provide. It is never our intention to disappoint any of our clients.

      I have reviewed Ms. ********'s tax returns and see she purchased the Worry Free Guarantee, which covers her, up to $5,000.00, in the event there is an error made by the tax preparer, which covers both federal or state tax returns. I will need additional information and copies of the letters received from the state of Colorado before I can proceed with a claim. I have reached out to Ms. ******** and left a voice message. She may reach me at ************, or by email at ***************.  

      I look forward to speaking with Ms. ******** soon and appreciate the opportunity to be of service.

      Best regards,


      Keri ******
      Compliance Manager
      TKC Adventures, LLC
       

      Customer Answer

      Date: 02/09/2024



      Complaint: 20963078


      Thank you for letting me know that Jackson Hewitt has not responded to your attempts. I have never been contacted by the company either. Please let me know if they ever respond to you. 

         I'd highly recommend lowering their accreditation. I may be one voic, but stealing me money and falsely offering a guarantee that they never back is wrong. 

      Thank you

      Carrie ******** 

      Business Response

      Date: 02/13/2024

      Good Afternoon, 

      Ms. ******** returned my call on 02/12/2014.  She has provided me with the information necessary to file a Worry Free Guarantee claim on her behalf. 

      Thank you, 
      Keri ******

      Customer Answer

      Date: 02/14/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 20963078, and will continue to work with them to correct the complaint.  Thank you for your help in resolving the matter.



      Sincerely,



      Carrie ********

    Jackson Hewitt Tax Service is NOT a BBB Accredited Business.

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