Complaints

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

close

Find a Location

Jackson Hewitt Tax Service has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Jackson Hewitt Tax Service

  604 S 72nd St Omaha, NE 68114-4612

• 

  Jackson Hewitt Tax Service

  1240 N Washington St Papillion, NE 68046-3067

• 

  Jackson Hewitt Tax Service

  PO Box 540787 Omaha, NE 68154-0787

• 

  Jackson Hewitt Tax Service

  5649 N 90th St Omaha, NE 68134-1806

• 

  Jackson Hewitt Tax Service

  3323 L St Omaha, NE 68107-2500

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:03/06/2025

  Type:Billing 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 my 2024 tax return at the Papillion, NE location with tax preparer ******; the experience was frustrating and unprofessional. Connie couldn’t pull up my account, so filing took over 2 hours. I had to re-provide all information despite being a returning customer. She misspelled my name, forcing me to monitor her as closely as I could to avoid errors. She rushed my return, failing to ask about childcare expenses, causing me to miss out on over $1,200 in tax credits. Two other customers waited over an hour. I asked Connie to reschedule, but she ignored my request, which led to avoidable mistakes. After realizing the childcare credit was missing, I contacted Jackson Hewitt before I received my refund. The Omaha, NE branch assumed we filed Nebraska and stated our childcare tax credit was maxed out, which was incorrect information, even though I’m not a Nebraska resident, and this is for federal. As requested, I emailed my childcare documents, and the rep said she would speak to the manager about waiving the amendment fee. I was told the manager refused to call, speak, or schedule an appointment with me. I set an appointment but didn’t attend because they advised me to wait for my refund. Once I got my refund, I scheduled an appointment. Now they’ve changed their response demanding I pay, despite their mistake. Their preparer failed to ask about standard deductions like childcare expenses. Jackson Hewitt’s website advertises a "Biggest Refund Guarantee". It states that if an amendment increases my refund, I should receive a free tax amendment, A refund of my tax prep fees, and an additional $100 if my refund increases. I provided all the necessary documents, yet they refused to fix their mistake for free. This issue could have been resolved easily, but I was met with Opposition. I’m extremely disappointed in Jackson Hewitt’s lack of accountability and poor customer service. I request that Jackson Hewitt amend my return at no cost since they made the mistake.

  Business Response

  Date: 03/07/2025

  On February
  22nd, they came in to do their taxes. The customer has been a client
  of Jackson Hewitt for a few years, but they did their taxes in 22 and 23 in
  Great Falls at offices ***** and *****, so the information from those offices does
  not forward to ours since we are a different franchise. We cannot get
  information from other offices. It does not import into ours. So, we did not
  have all the information necessary as stated because of this. 

  We received the attached email on March 5th and as you see it states that "They have now obtained " which means they did not have this information at the time.
  Yes, it took
  awhile for the return, the office was having internet issues which caused the
  time it took for returns longer than needed. But nothing was mentioned by the
  client regarding Child Care expenses, and usually our system will prompt our
  preparer to ask that question, but it did not because of them filing at other
  offices outside our franchise.
  ****** asks
  ALL customers about the Worry-Free option. She is one of my preparers who is on
  top of this and is top of sales for this.
  Without Worry
  Free we cover interest and penalties up to $1500. They did not incur any
  interest or penalties so that is not an option.
  With the Worry-Free,
  which would cost an extra $39.95, we would have covered this but they did not
  purchase. I know this employee asks every customer because she is one of the
  top preparers who sell this option to clients as stated before.
  The Biggest
  Refund Guarantee would have applied if they would have given the preparer all
  the information at the time of the appointment, but as you see in their own
  email, they first stated they have the information on March 5th and
  their appointment was on February 22nd, so the preparer did not have
  everything to ensure they received the biggest refund possible.
  I am also attaching the forms that they signed
  when the return was completed. This signifies that they agree with the return,
  and it can be processed. They could have stated at anytime that they had
  Childcare expenses but did not. So, my preparer would not have known this and
  as stated previously, our system did not prompt because they had gone to different
  stores in different areas. I am also attaching pics so you can see that they
  had gone to different stores other than ours.
  I will be
  more than happy to do the amendment for free. That is not an issue. I will also
  offer them $100 off next year’s if they come to OUR franchise stores. This is
  not good at other stores. They do not honor our offers.
  As stated,
  we did our job with good faith, and to the best of our ability. They did not
  have to sign if incorrect and by their own email they just received all the
  info for the Childcare expenses that they did not have at the time. They could
  have stopped and not signed as for reasons stated above or just walked out. We
  did not cause any extra penalties or interest because of our actions, and we
  would have gotten her the biggest refund if they had brought all the
  information in at the time of the appointment.
  Thank you!

  
  ***** *****
  General
  Manager
  Tax Save
  Express, Inc. | d/b/a Jackson Hewitt Tax Service |Cell************** *************************

  
  

  Customer Answer

  Date: 03/10/2025

  
  
  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,
  
  
  
  ****** ****

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  Per a conversation I had with the business manager I was to be refunded for a tax class I could never log into and did not have time for within 14 days. That time has expired and now the office manager won’t give me an answer as to when the check was mailed. I’m very unhappy with their business practices and overall response in this issue. I just want my refund for the class I couldn’t take due to their computer issues. Thank you.

  Business Response

  Date: 10/17/2024

  ** ********* texted me about the refund. I told her that I will pass the info on and that I do not have anything to do with the bookkeeping and writing of checks. I told her it could take around 14 days. I also told her that she would need to speak with ***** **** or ***** **** to get the refund quicker. (Again I have nothing to do with the writing of checks. *** ********* emailed ***** **** on the 16th and he told her that he will be getting a check out to her. I was copied in that email and she told him Thank you. Below is her email with *****

  >> From: J**** ********* ***************************>
  >> Date: October 16, 2024 at 3:36:00?PM MST
  >> To: ***** **** <j*********************>
  >> Subject: Re: Per conversation with *****
  >> 
  >> I appreciate your help *****. Thanks so much for the assistance. Have a great evening.
  >> 
  >> Sincerely,
  >> ***** *********
  >> Sent from my iPhone
  >> 
  >>>> On Oct 16, 2024, at 5:08?PM, ***** **** <**********************> wrote:
  >>> The refund check is being cut. Thanks for the reminder of the hour worked for the bookkeeping training, we will get that check cut ASAP as well.
  >>> *****
  >>> Sent from my iPhone
  >>>>> On Oct 16, 2024, at 1:06?PM, ***** ********* <**************************> wrote:
  >>>> Hi *****,
  >>>> I will be in contact with the Better Business Bureau, if I don’t receive the refund for class that she stated I would have within 14 days.
  >>>> Also I’m supposed to be paid for the hour I worked with you on the 19th. Haven’t received that either. Per *****, I’m following up with you.
  >>>> Thank you.
  >>>> Sincerely,
  >>>> ***** *********
  >>>> Sent from my iPhone

   

  So The refund is on the way and this has been handled

  ***** *****

  General Manager