Complaints

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:06/23/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 23506684
  
  I am rejecting this response because: I made it clear when I dropped off my documents at the end of February that I wasn't in a hurry as long as they filed the proper extension and I didn't get in trouble with the **** I called on April 4, 2025 @ 10:23am and asked ****** if the extension had been filed or were they going to be ready in time.  ****** said she wasn't sure if an extension had been filed but would verify with her boss and return my call. She never did. As she failed to do for the following four phone calls I made to her on 5/13/25, 5/14/25 & 5/19/25. I did not get a response until I filed a fraud complaint with their corporate office. I would have let this drop but ****** still didn't admit that an extension had never been done IN SPITE OF MY MULTIPLE REQUESTS AND REMINDERS. I found out when I received a notice from the ****  And, I have been a prior customer for the last four years.  This is why I want my money back. The lies, the lack of taking accountability, the lack of customer **********************.
  
  Sincerely,
  
  ****** ******************, terrible **********************, late filing and all the upset and aggravation I went through just to get this done.

  Business Response

  Date: 06/28/2025

  There are always two sides to every story. At Jackson Hewitt Tax Services we don't do corporate return, and we have no way of filing the corporate return through Jackson Hewitt Tax Services. We however do file corporate tax return using a different software in one office depending on the availability of an expert or in case of an existing customer. In case of Mis ****** *********, she does not listen to the whole discussion and hang the phone over before we can finish talking and explaining. Her trust account is not our regular customer, and we do not file any extension without a request from the customer. The only request she did is to file her trust tax return which we did file on a priority basis even though she was not in the list of our existing customers. The fee that she paid was significantly cheap and it was for filing the trust return only, no extension fee or any other fee was charged. She, as a trustee of the trust is responsible to file or make it clear to any professional to file an extension for her trust. We don't do anything unless it is requested. Her fee unfortunately is not refundable, and she is responsible for any liability *** or State will impose on her trust.

   

   

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 21138111
  
  I am rejecting this response because:When I  first went to Jackson  Hewitt I told them that I had been a victim  of id theft, to which they responded  no problem I would  have a pin for my security  in the  process of taxes and refund loan.Since I have  utilized neither and have had little to no knowledgeable response from them,besides people with hard to interpret heavy accents telling me to call  irs and asking for my personal information.To which I respond  I have & the irs informed me that my funds  were sent to ********* financial and applied to  a card ending in **************************************Irs saying  I can send a trace of funds which I  have.Without any assistance for JH also without explanation of how this happened with an irs security  pin and a worthless loan refund card.To top it off there trying to  make me feel some type of way because  of there lack of communication skills.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/22/2024

  In receipt of the complaint by *****************************. ************** came to our office in 2022 to file his 2021 tax return.

  His return was rejected by the *** due to a duplicate return (which means that someone filed his 2021 tax return). The following is the rejection from the ***.

  Rule:     R0000-194 Category: Duplicate Condition
  Detail:   Submission must not be a duplicate of a previously accepted submission.
  XPath:  
  Data: 03/10/2022   Document ID:     NA

  On May 6th, 2022, we filed a paper return for him and gave him the papers to mail it to ***. Due to the nature of his return as paper, Jackson Hewitt Tax has no control or access to the status of his return, the best way to ask the status is to call ***. He mailed the return himself and would know the tracking. Until this day he has not paid his tax preparation fees to Jackson Hewitt Tax Services either.

  I called him today (1/22/24) and he hangup the phone stating that give me some Americans to talk, I don't talk to foreign people. He was very rude and hangup the phone on my face.

  At this point we have no resolution and not able to communicate with him to explain him that he has to call *** for any status on any paper return. His fee is $375.00 which he has not paid yet.

• Initial Complaint

  Date:02/23/2023

  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.

  They told me my tax refund was $2145.00 but all I got back from federal and state tax return was $1145.00 Jackson Hewitt said the rest of the money was tooken out for their service so they charged me over $1000.00 to file my 2022 tax return

  Business Response

  Date: 04/24/2023

  I received the above referenced complaint dated February 23, 2023. I am sorry that I was not able to respond in the given time of 10 days due to an overseas emergency travel. I am the only one who handles these complaints. I came back on March 20th and went through the mail and found the two letters from BBB. We take every complaint seriously and take prompt actions to rectify the situation because we believe in customers for life not just transactional one time service.

  
  

  Let me address this particular complaint

  ***********************

  "They told me my tax refund was ******* but all I got back from federal and state tax return was $1145.00 Jackson Hewitt said the rest of the money was tooken out for their service so they charged me over $1000.00 to file my 2022 tax return"

  
  

  Miss *******'s claim is completely false. Here is the rundown of her account:

  Bank Product Deposit and Refund Info Refund Expected Actual Date Debt Fed Refund $1,891.00 $1,891.00 2/17/2023 N State Refund $254.00 $246.00 2/17/2023 N Total Refund $2,145.00 $2,137.00

  We received a total of $2137.00 from the expected $******* from the *** and State. It looks *********** deposited $8 short (The reason they will send her via post mail letter)

  
  

  Refund Advance Information

  Type	Pre-qualified Amount	Load Amount	Interest	Repaid	Status	Date Completed	Pre-Ack Load
  Refund Advance - Card	0.00	500.00	0.00	500.00	REPAID	02/08/2023	Yes

   

  She came in Feb 08, 2023 to file her tax return and applied for the Advance against her refund. She was approved for $500.00 and it was loaded to her **************** Serve card on 02/08/2023. So from the total Actual money received she already received $500.00 in advance ($2137 - $500 = $1637). The following table will explain how her refund was paid to her and what fees were held from her refund including the Advance:

  Disbursement Summary	Expected	Actual
  - Total Refund	$2,145.00	$2,137.00
  - Amount Paid for Tax Preparation	$463.00	$463.00
  - Gold Guarantee	$0.00	$0.00
  - Transmitter Fee Paid to JH	$0.00	$0.00
  - Bank Withheld Fees	$54.95	$54.95
  - Refund Advance Repayment	$500.00	$500.00
  Total Disbursement After Authorized Deductions	$1,127.05	$1,119.05

   

  The following are the disbursement detail on her card:

  Disbursement Detail

  Check #	Date/Time	Amount	Type	Auth #	Status
  	2/8/2023 4:39:27 PM	$500.00	Card - $500 Refund Advance	XXXX9132
  	2/17/2023 3:36:08 PM	$1,119.05	Card - AR	XXXX8424

  
  

  I hope this will help clarify the confusion Miss ******* has

  
  

  Please let me know if there is anything else we can do