Complaints

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

close

Find a Location

Jackson Hewitt - Tax Services of America, Inc. has 2492 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 Services of America, Inc.

  10 Exchange Pl Fl 27 Jersey City, NJ 07302-3922

  
• 

  Jackson Hewitt

  2701 Port Covington Dr Baltimore, MD 21230-5004

• 

  Jackson Hewitt

  1715 Amuskai Rd Parkville, MD 21234-3714

• 

  Jackson Hewitt

  2399 N Point Blvd Dundalk, MD 21222-1623

• 

  Jackson Hewitt

  5400 Belair Rd Baltimore, MD 21206-4205

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:06/10/2025

  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.

  Jackson Hewitt filed the wrong year w2 and refuses to help pay the penalties for fees.

  

  Business Response

  Date: 06/11/2025

  This is a Franchise Location.  Contact person is ***** *. (985) 641-**************************************************************************************

• Initial Complaint

  Date:06/05/2025

  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.

  We used Jackson Hewitt’s professional tax services for the first time this year for our 2024 Federal taxes. As part of our purchase, there was a lifetime accuracy guarantee. Shortly after they filed our taxes, we received a letter from the IRS that indicated we owed an additional amount of money, which we promptly paid. In parallel, I had tried to get a hold of Jackson Hewitt to discuss the matter. I spoke with a woman at the Round Lake, IL branch and after checking into it she said there was nothing they could do and directed me to call the main branch in Peoria, IL. After being transferred to multiple other branches and also Customer Care/Service, no one could help me, but they kept saying that only Peoria could help. I finally got a hold of Paula in the Peoria branch on 5/29/25. She was trying to tell me to call Customer Care and I pushed back saying they said I needed to call Peoria. After some discussion, she agreed to bring the matter to her District Manager and that they would be calling me back on 6/4/25. I did not receive a call and I am done with trying to work with them directly.
  
  This is a Customer satisfaction issue. If there is a guarantee of accuracy and the filing was not accurate, I am expecting that they will cover my additional payment that they failed to calculate. Regardless of the excuses they gave me as to why they did not calculate this, it was their fault that this portion was omitted from the filing. I am a brand new customer that was relying on their tax expertise to do the calculations correctly and this is not acceptable to get a bill a few weeks later. I would also like a refund of the amount I paid for tax prep.

  

  Business Response

  Date: 06/11/2025

  The office has discussed this client's concerns.  The office has advised the client that there was no preparer error on the return and explained why the client received this communication.  They have provided guidance for the future.  Due to no preparer error being found, the office has declined a fee reimbursement request. 

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  While there was not an error in the main tax filing, the preparer did not include the estimated tax penalty nor did he inform us that we could expect to pay more at a later date.  He was informed that we had a penalty the previous year.  As our tax professional, we expected this to be all inclusive of what we owed.  I am very unsatisfied with the service and would like a refund of the amount we paid to Jackson Hewitt. 
  
  
  
  Regards,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/16/2025

  The office has already considered the client's request for a reimbursement of the Preparation Fees and has declined the request.  

• Initial Complaint

  Date:05/17/2025

  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.

  On 3/30/2025 I had my taxes prepared, once completed I was asked to sign acknowledgement using their signature device. When I returned from vacation, I read an email from ID Watchdog (4/12) to register my account for identity theft, which I did not nor was made aware of the enrollment. I accessed my JH taxes and noticed a charged of $39 for this service, again never discussed, also not needed as I pay for this protection through my employer. On 4/15/2025, I contacted ******** and was told they would cancel back to the enrollment date (3/30) and I would receive a refund. I also contacted ** and was transferred to the Locust Grove office and spoke with ****, who prepared my taxes. She remembered me and said she was not aware that the service was included and that she would have discussed it to gain my agreement. She was noting the file for the District Manager. After several follow up calls, I finally received a call from ****** on 4/23, advising she is calling on a recorded line. The call was to advise of the refund which would be a **** gift card ( JH refund method). I also shared the acknowledgment that Shae did not discuss or enroll me in that service. I did receive the emailed gift card, however the verbiage states I ordered the card, versus a refund. To date, I have not received a written notice that ID Watchdog was cancelled and that the **** gift card is a REFUND of the monies I paid. I also want to note, in every contact I had, i was given a ***** hour timeframe that I would receive the written notice. I did follow with JH up on 4/25 and was advised an email will be sent to ******, and was provided ticket #******. My last attempt to resolve was 5/1/2025 and to date have NOT received a written cancellation notification. Lastly, I have NOT and WILL NOT click the Claim Your Order link embedded in the gift card edelivery as I did not order, and should state refund or at minimum, stated in the email. I need a written cancellation as this feels very deceptive.

  

  Business Response

  Date: 05/21/2025

  We have reached out to the client and advised that the email verbiage is formatted by the Third-Party company used to issue the eGifts but we confirmed that it is a reimbursement of the fee paid for the ** Protection.  

  ** Watchdog handles the ** Protection plans.  Due to this, Jackson Hewitt cannot provide written confirmation that the policy was cancelled. We have reached out to ** Watchdog to request a written confirmation from their company. 

  Customer Answer

  Date: 05/23/2025

  
  Complaint: 23343743
  
  I am rejecting this response because, I have not been contacted by Jackson Hewitt.
  
  
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/23/2025

  Client was contacted via email on Wednesday, May 21, 2025, to reaffirm that the $39 **** eGift she received on April 24th at 5:51 PM EST was in fact a refund of the $39 fee paid for the ** Protection with ** Watchdog.  The client has also received an email from ** Watchdog confirming the cancellation of her policy on March 30th, 2025. 

• Initial Complaint

  Date:04/24/2025

  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.

  I came into the business to get my taxes done in March of 2025 and spent several hours with the preparer. There were a few items she stated she might need and I stated I would call back to confirm. She said she would be at the office but for several days she was not where she and her co-workers said she would be. They gave me the runaround for several days. When I did reach her I set a follow up appointment to pick my completed taxes up. I called when I was on my way and her ********** said she was there and would be there for our scheduled appointment. When I arrived she was not there. She also wasn't there previously when she said she would be. The manager said she was a floater and went home, despite knowing I was on my way. The area manager quoted me ****** for the tax preparation, payable by check. I agreed and wrote a check for ******. The next day to my surprise *******, the store manager had debited my checking account ******. After confronting the managers, I was told by them both that ***** would be refunded to me within a few weeks (to my checking account). ******* said it would take no more than three weeks. Now, it's been a month and no call backs and no refund. And, ONCE AGAIN I AM BEING GIVEN THE RUNAROUND. I'm told by the area manager who doesn't return calls that she will check on it and call me back. She didn't ever call me back. I was given the runaround since day one. When you call their office, they are no help and refer you to the area manager who doesn't do what she says. I would like my ***** back.

  

  Business Response

  Date: 04/29/2025

  The office tried to contact the client but was unable to speak directly with the client.  Office left a message and advised that they have requested a reimbursement.  

• Initial Complaint

  Date:04/22/2025

  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.

  Hi,Me and my wife did tax on 3/29/25 in this office. And agreement was that Charges will be $149 dos not matter how many papers we do have( we did have 3 papers). I do have text to confirm that. We did our paper with tax lady ******* ****-********. Before we started I did ask and confirm $149 dollars charges. I handed my credit card and she charged me $544 , my wife ask what happened she said she did by mistake. She contacted her manager right away by phone and talked to her about returning $395 dollars to our account .******* told us that money will be on our account in 4-5 days. Her manager name is ****** ****. After 9 days we did not get anything back. I did contact ******* and she gave me phone number of her manager ****** to text her my credit card statement which showed that we were charged $544. I did that same day which ****** text me "thanks". Another 10 days passed and I did text her to let me know what is happening and when i will get my money. She newer answered text ,and I decided to call her and she answered phone, after presenting my case she claimed that she did not know anything about it and to call her in couple days she was really unprofessional and rude. After last call i did try to contact her she is not answering phone or text anymore and office claims that she is not there and they do not know when she will be back. I'm 30 years customer and this is worst experience i did have with Jackson Hewitt. All i want is my money back .Thanks

  

  Business Response

  Date: 05/05/2025

  Office has worked with the client and requested a partial fee reimbursement to honor the client's promotion. 

  Customer Answer

  Date: 05/05/2025

  
  Complaint: 23239273
  
  I am rejecting this response because: If I understand their message is: "Office has worked with the client and requested a partial fee reimbursement to honor the client's promotion. "

  Nobody contact me and " worked with me". I do have text message on my phone that they cut the check and is coming from ******* by mail. That was 8 days ago.  I do not know the amount and when check or will show up. I did try to contact them to see details but nobody answer the phone. Like before only  promises.
  
  
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 05/06/2025

  The check is being released to the client today.  The office reimbursed the overage to bring the fee to $149 to honor the Pay No More Promotion that was promised to the client.  

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising 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.

  This is where my partner and I (******** ******, NOT ON TAXES) filed our taxes. First we immediately had to ammend them because they completely messed them up. Then we had to fight to get the feedback for filing which was $686 each after going through a tax documents we realized there was a bunch of discrepancies that didn't make sense I am missing at least $1,500 and possibly up to $2,000 I'm realizing that this money was routed into a ************* in ******** that belongs to Jackson Hewitt it says that I had money refunded or moved to somebody that I owed and we didn't know anybody money I've looked in the *** accounts nothing was paid to anybody I feel very frustrated I don't know what I need to do I've tried contacting them ******** tried contacting them ******** is also missing money we had to pay them the fee was like I said was returned we had to pay back loans I had a $300 loan which I would have paid back $322 for and I had a 750 loan which I would have paid back almost 8:54 again I would not have gotten back only $3,000 out of 5,700 I am missing money from my tax return they are doing something they shouldn't be and they refuse to fix what they've done whether it be mistake or on purpose and we desperately need help I have all the documentation I have all the tax records. I am going to check the military box, I am not military, but ******** IS.

  

  Business Response

  Date: 04/29/2025

  We have attempted to contact the client but was unable to connect.  We left a message for the client to explain that his state refund has not been released yet and that is the reason his refund is lower than expected.  We provided the client with the contact information for the state.  Client also has our contact number if he needs to speak with us directly. 

  Customer Answer

  Date: 04/29/2025

  
  Complaint: 23234845
  
  I am rejecting this response because:

  The state refund was sent by check and was NO WHERE NEAR THIS AMOUNT. 

  THERE ARE MULTIPLE AREAS IN OUR TAXES WHERE THE NUMBERS DO NOT ADD UP. You tool 1500 from our taxes you should not have. And 700 from ******** ****** that you should not have. Neither of these amounts were state tax both of us have received smaller, much smaller, state refund, tax amounts. 
  
  
  
  Regards,
  
  **** ******-**********

  

  Business Response

  Date: 04/30/2025

  We have spoken with the client and advised that the fees were refunded due to an error that was corrected with an amendment by a third party.  The Federal refund was released and covered the fee that was refunded so the client has received all the funds expected at this time.  

• Initial Complaint

  Date:04/21/2025

  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.

  I.Was offered to file an amendment for my 2021.Taxesand I agreed.I paid the money and then come to find out.I owe that IRS because of a mistake that they had made on my amendment which is $359.13.And I feel like they're responsible because it was their mistake

  

  Business Response

  Date: 04/21/2025

  This is a Franchise Location.  Contact person is ******** J ************** *************************************

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair 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.

  April 15, 2024 I paid to get my taxes done at Jackson Hewitt in **********, **. My Delaware State Taxes I was told there would be a refund. Sometime in July/Aug I received a letter from Delaware State Taxes stating I owed money. I contacted ************** and was advised my taxes were done wrong. At that point the locations in ******** 2024 were all closed. The ending of March 2025 I stopped by Jackson Hewitt in ******, ** to informed the staff my Delaware State were done wrong for 2024. I was told the staff member she would look into it and get back to me. I heard from them only for them to say ************** took my refund. I contacted ************** Taxes again and was advised there was never a refund and that my taxes were done wrong. I contacted Jackson Hewitt again to and I was only offered to do my taxes for this year for half off. I do not want to do anymore business with Jackson Hewitt. I would like a full refund.

  

  Business Response

  Date: 04/24/2025

  Office has worked with the client and refunded the state filing fee. 

  Customer Answer

  Date: 05/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:04/17/2025

  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.

  On February 4th i went to jackson hewit located in red wing mn inside of the walmart there the preparer had an issue with my state had contacted her supervisor who told her I couldn't complete my state taxes until I got my property tax statement which don't come out until April so that's what I did only the original preparer had quit so this was a new person I explained to him what I was doing he did my state taxes then said I needed to pay 100 I said no i was told it was included in the 438 I already paid so I left called the district office who transfered me to the store on ***** **** *** who took a message and said I should be receiving a call or email from Jackie the district manager who has still not contacted me I just keep calling customer service who transfers me to the store finally got the right person at customer service who stayed on phone n the whitebear ave store in st paul finally told me the tax preparer was wrong my property taxes have nothing to do with state the preparer was new no longer works for jackson hewit he contacted the manage Jackie who said she will take care of it at no charge when she can get to it he said he would call me let me know when it was done I said it would be nice if it could be done by the deadline on the 15th he said that's only if your paying in you should hear from me around the 18th my state taxes are still not completed today still have gotten no phone call returned i just can not believe the service let alone the customer service they have acknowledged the problem and are blaming the person who is no longer there I was at the appointment I heard the phone call the employee did what she was told but nobody has fixed the problem why am I waiting when it should have been completed on February 4th why am I be treated like I did something wrong I would like my state taxes to be sent thru you have had everything you need since February 4th I also feel I deserve a refund and an apology!!!!!!

  

  Business Response

  Date: 04/22/2025

  Office has submitted the state return for free.  They have advised the client that the state fee was not charged originally so there is no fee reimbursement.  

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I went in for my appointment on February 4th to get my taxes done my state taxes have nothing to do with my property tax so why were my state taxes not done on February 4th? Then for the next 2 months I have had worst customer service i have ever had nobody from the office returned my phone call not one time I was on the phone ever day for hours trying to get this taken care of was told state taxes would be completed by the 16th 17th at the latest would get a call back to let me know that didn't happen so you filed my state for free thanks but again it should have been filed on February 4th and I shouldn't have had to spend the next 2months on the phone trying to get it taken care of it was jackson hewits mess up not mine!!!!!! 
  
  
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/15/2025

  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.

  An appointment was done on line to have my taxes done on 12APR25 at 5 PM at the **************************** location - *******. When I went to the location the no one was present even though I received multiple texts confirming my appointment. I spoke to a ******* manager and was told no one would be on site the entire weekend.I made another appointment for 13APR24 on line for a different location. My taxes were submitted with the wrong Social Security Number for one of my dependents to no fault of my own. The tax return filed electronically was rejected due to this error. I was called on the phone the next day and I told them the correct number that misidentified the number 5 with the number 6. The return was submitted and rejected again. I was told that I would to submit my return via mail. But, that i would have to wait until I received copies from them to submit and that they were to busy to provide the copies. The office person said that I would receive a call from the Supervisor but could not tell me when they could call and hung up on me. I spent $454.00 for my taxes to be submitted and they can't submit them electronically and can't provide the paperwork that I need to submit by mail. Extremely bad customer **********************!

  

  Business Response

  Date: 04/28/2025

  We have attempted to contact the client multiple times but has not heard back from the client regarding this matter.  The office is happy to work with the client to resolve this matter if the client is willing to return their call.