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.

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• 

  Jackson Hewitt - Tax Services of America, Inc.

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

  
• 

  Jackson Hewitt

  3815 Eastern Ave Baltimore, MD 21224-4222

• 

  Jackson Hewitt

  9750 Reisterstown Rd Ste A Owings Mills, MD 21117-4147

• 

  Jackson Hewitt

  2701 Port Covington Dr Baltimore, MD 21230-5004

• 

  Jackson Hewitt

  10201 Reisterstown Rd # B Owings Mills, MD 21117-3634

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:04/06/2023

  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.

  This is for tax year 2022 March 29, 2022 I had an appointment, and it was a no show I called Jackson Hewitt that no one is here so I needed to speak to someone at the ********************* office in ********** ** letting her know I am here and no one is here to do my taxes. She yelled at me and slammed the phone down intentionally hung up on me. Her rude behavior is acceptable at this office from the Office Manager that is in this location. Their have been many other complaints about this location including myself prior to now. My appointment was reschedule April 4, 2022. Shocked about how low my refund was $521. I was told my fee was over $600 more than my refund I do not do state taxes. I was giving a discount of $252.95 meaning I only get $268.05. When I got home still in shock I looked at my **** I immediately saw the error. I informed the tax preparer who put the blame on me and said no she will not do an amendment. I called *** who agreed that the **** was done wrong. The *** gave me two *** publication that will prove that tax preparer entry is WRONG. Whether she believe that age is a factor line h do not apply to me at all under the two *** publications. The *** will red flag this entry that is why I need an amendment. My fear is how is the *** going to interrupt line 1h. I get only 2 forms for income both **** for disability. *** informed me that **** has change maybe she was confused prior to 2022 there was no line 1h. The mistake should had been obvious to person who is train to be tax preparer and should have the knowledge what resources to use when in doubt. . I have had problems in the past with Jackson Hewitt To tell me No you are not going to amend my taxes when OPM and *** representative confirmed that my income is on the wrong line . I did finally get a confirmation # ****** no one has contacted me from the resolution department. Tax payer have to pay the price if our income tax is done wrong that can cause a major hardship mentally and financially.

  

  Business Response

  Date: 04/13/2023

  The office has completed a Free Amendment for the client and she has been provided the name of the preparer at the office and their hours so she can come in and sign and pick up the amendment. 

  Customer Answer

  Date: 04/24/2023

  
  Complaint: 19904276
  
  I am rejecting this response because:
  
  

  I need your help the code has expire Jackson Hewitt refuse to give me the amendment. When I call to find out when can  I get the amendment several times ********** Office the phone is slammed down several times after I give the respresentative my name .  I need that amendment The *** confirmed that the District Manager at JH did my 1040;wrong. I do not know how to do amendment JH is responsible to correct their mistake This mistake can cause me problem with the *** JH is an awful company refuse to give me an amendment 

   

  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 05/09/2023

  The office corrected the return and mailed the client the 1040X via certified mail.  The client has confirmed she did received the documents on May 8th.  The client claims there is still an issue with the return but the error that she had advised ** of was corrected and made no adjustment to her refund amount.  At this time, since the client will not return to the office, there is nothing else we can do for the client.  She has advised that she has an attorney and will discuss this matter with them.  We do not have any documentation from the *** stating any other errors, so the corrections were done only per a conversation and review. We have done all we can at this time to assist the client and resolve the delay of her return. 

  Customer Answer

  Date: 05/10/2023

  
  Complaint: 19904276
  
  I am rejecting this response because:
  
  

  Thank you for your time Jackson Hewitt sent me an amendment with no changes OPM and IRS confirmed it was done wrong I called Jackson Hewitt the representative made it clear that they are no longer talking to me and they will talk to my Attorney only. JH have stress me out that affected my health I have phone slammed down on me I have been called a name I have proof that I did not feel safe going to the office as proven I have an amendment sign by the district manager with no changes. People who have problem with Jackson Hewitt that refuse to correct their mistake we should do class action suit. 

  I was treated so badly and Jackson Hewitt took out their fee and refuse to correct her mistake and she is the district manager Thank you BBB please share this with Jackson Hewitt and the public This has been a nightmare 

  
  

  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/02/2023

  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.

  In December of 2022, my husband and I went into Jackson Hewitt to start the filing process and attempted to obtain an advance loan (we did not get any kind of loan as we did not qualify). We submitted my PAYSTUB as I did not have a W2 yet and that was the only document needed for a loan, again we did not qualify for a loan so did not obtain one. March 31st, we went back with our W2s to file only to learn that on March 11 our taxes were filed without our knowledge, consent, or W2s. Our refund with the correct documents is $1,734, our refund filed with the paystub was $8,811, leaving our family owing $7,077 back to the government. ***************************, our tax representative stated the refund was to be voided since we did not go back to their office within the required time limit. Instead, it was filed fraudulently by the district manager. It is very worrisome that a mistake this drastic was made very easily without any kind of authentication in place, and without any regards as to how it would affect our family. My husband is a disabled vet, we cannot afford to have a trusted individual make this kind of mistake. Jackson Hewitt has filed our taxes for the last 5 years and this has us questioning the accuracy of the past filings.

  

  Business Response

  Date: 04/28/2023

  We have called the client and emailed the client multiple times with no response.  ********** is ready to assist with amending her return but she has not returned to complete the Free amendment.  Please reach out to the office to schedule an appointment to complete the amendment to correct the return. 

  Customer Answer

  Date: 11/29/2023

  
  Complaint: 19887117
  
  I am rejecting this response because:
  
  I have not received any kind of response to this complaint. Jackson Hewitt has said they attempted to contact me but I havent received any kind of correspondence. I feel Ive given them plenty of time to respond and rectify. 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 11/29/2023

  Jackson Hewitt tried to email and call this client multiple times in April 2023.  We never heard back from the client.  ********** had offered to assist the client with a free amendment, but the client never returned to the office to complete the amendment.   At this time, the offer is still available, but the client will need to reach out to her local year-round office for an appointment and the amendment will need to be started from scratch due to our system software update for the upcoming tax season. 

• Initial Complaint

  Date:03/20/2023

  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.

  On February 18, 2023 I had my taxes prepared at Jackson Hewitt at their location in the *****************************. I was not made aware of the itemized charges, the website says starting at $65 and I was charged $275, nor was I given an itemized list with the packet of information I was given. I have contacted Jackson Hewitt customer support several times, talking with them just once, and have not heard back from them otherwise. The tax preparer told me erroneous information that I verified was incorrect and insisted on keeping a sheet of notes with a picture of my drivers license and both my and my husbands social security numbers. The whole experience is suspect and I did not receive the services I should have as detailed by Jackson Hewitt customer **********************. I finally got through to ***********************, a district manager in the ******* area, who was extremely rude and not at all apologetic. I requested to be charged $65 because I wasnt made aware of why or how he came to the charge of $275. Her reply was No, Im not giving you a credit of $210. I asked her to compromise and please give me back half of the charge, $137.50. She told me shed only give me $100 credit back and I had to take it or leave right now. She said it would not be offered again. Of course I took it because I felt threaten. She said I would received a check in the mail 4-6 weeks from the date we spoke, February 20th. As of today I cannot get a hold of ******* and I have not received a check. The more I think about the situation and that I was taken advantage of the more I want to be compensated.

  

  Business Response

  Date: 03/30/2023

  Client has confirmed that they have received the check from the office.  We have provided an explanation of the fee breakdown and that the partial fee reimbursement that was accepted from the office was the final resolution.  Office advised the check was be received within 4-6 weeks and they did. 

• Initial Complaint

  Date:03/03/2023

  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 paid this company almost a thousand dollars to do my taxes and when they filed my taxes they input my address wrong and now my tax refund is late. The *** has to now take an additional 9 weeks possibly. I called the corporate office as well as the office that filed my taxes and they are not doing anything an it. I have requested for them to advance me the money since it was their mistake and they said they couldnt and they have not done anything that would be feasible to my family, we are now facing eviction because of this, this company should not be allowed to mess up someones taxes and then offer no money upfront to the families they could potentially be devastating by their negligence.

  

  Business Response

  Date: 03/06/2023

  This is a Franchise Location.  Contact Person is ***************************** (************* ***********************************************************

• Initial Complaint

  Date:02/28/2023

  Type:Order 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.

  1/09/2021 I WENT IN TO FILE MY RETURN. I WAS A FEW YEARS BEHIND SO I FILLED 2018,2020 AND 2021. I SOLD MY HOUSE IN ********************************************************* FULL. ************************* DID A SIMPLE **** AND DIDN'T INCLUDE THE **** OF MY HOUSE. FOR 2020 AND 2021 SHE INCLUDED THE HOUSE BUT NOT IT'S ****. SO, I MADE PAYMENTS ON A LOAN THAT SHOULD'VE BEEN PAID OFF.I FOUND ALL THIS OUT AFTER IRS NOTIFIED ME THAT A REFUND FOR 2018 HAS EXPIRED. THE PREPARRER NEVER MENTIONED THIS. SO, SHE FILLED IT JUST TO COLLECT THE OVER 500 BUCKS SHE CHARGED.

  

  Business Response

  Date: 03/06/2023

  We have contacted the client and agrred to refudn the fees paid for the Tax Year 2018. 

  Customer Answer

  Date: 03/06/2023

  
  Complaint: 19502671
  
  I am rejecting this response because:
  AT BEST IT SOLVES ONE THIRD OF THE **** THEY CREATED. 2018,2020 AND 2021 RETURNS ALL HAVE TO BE AMMENDED. THEY SUPPOSED HAVE A 100% LIFE TIME ACCURACY GUARANTEE
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 03/09/2023

  We have spoken with the client and refunded all fees for 2018, 2020 and 2021. 

• Initial Complaint

  Date:02/24/2023

  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.

  This tax service says that it is 59$. After they did the whole thing she tells me the price at 600$. I asked for a different amount and was told that I owed 600$ for the simple tax return with 1 employer , 1 w2 . I was told that they would take it from my return. I did not want to pay that much when I came in for a 59$ tax filing and end up owing 600$. Please help. I also had a 20% off coupon that they said did not work... lies and over charging.

  

  Business Response

  Date: 03/09/2023

  We have spoken with the client and refunded 30% of his fees.  Client was satisfied. 

• Initial Complaint

  Date:02/24/2023

  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.

  On January 13,2023 I returned to Jackson Hewitt after receiving a refund advance with my w2. I was told my fees were only $90 but when I looked through my return I was charged $983 in fees I dont understand why but Ive never been charged that much by them and Ive been filing with Jackson Hewitt four years now. I would really like a refund because I was falsely informed about fees had I known that I would have filed my own taxes.

  

  Business Response

  Date: 03/02/2023

  This is a Franchise location.  Contact person is ************************* **************  ************************************************ 28303

• Initial Complaint

  Date:02/22/2023

  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.

  I filed my taxes with Jackson Hewitt in January. On 2/16/2023 my tax refund was added to the American Express Serve account. A permanent card with my name was sent to an address I have no knowledge of and my funds were all stolen. I filed a police report and have been on hold for over 4 hours at a time with the Serve fraud department and they assured me on 2/18/2023 the account was locked and a new card was mailed to me and no further changes would be made on the account without my permission and a fraud dispute was opened in my names. On 2/20/2023 I received an email saying someone changed my address and account information again, opened a sub account and sent themselves another card . I just want to understand how this can happen continuously. Now I have no access to the account online again and cannot fill out the declaration form to send back thru the account link. I dont understand how 2 large companies have allowed with to happen and no one is offering assistance I am on the phone on hold with an agent that said she needed to leave for the evening and has placed me on hold and refused to put a supervisor on the phone . This is unacceptable. I dont understand how this can happen and I have never given anyone my account information.

  

  Business Response

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/20/2023

  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.

  12/2022- I went into Jackson Hewitt on ******************* and the Manager their had let me know that the representative who done my taxes the previous year had mixed a credit that provided me with a extra *****. ***** then told me that she would fix it when I came back in January with my W2. I came back in and she did my taxes and did not correct this. I then contacted there 800 number and filed a complaint. The General Manager **** had spoke with her per there records and she lied and said I declined to have it done. He finally called me and was rude after 3 weeks and said he just got the case# today. I have been charged over 500$ for them to prepare my taxes two years in a row for them to not be corrected. I want my money back and for them to correct the error. I paid for the satifaction gurantee a extra 75$ on my return also.

  

  Business Response

  Date: 03/27/2023

  Client was in the office on 3/22 and the amendment for ** 2021 was filed for free under the accuracy guarantee.  The Additional fee is for the Worry Free Guarantee that would cover if the client's refund is reduced due to a preparer error.  The error on this return resulted in a bigger refund owed to the client once corrected so the worry free guarantee would not apply to this matter.   

• Initial Complaint

  Date:02/13/2023

  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.

  On February 6,2023 I went and had my taxes done and now I have to get an amendment due to the negligence of the tax professional. She did not claim the working families tax credit which hurt me and I spent 638 dollars to get the run around from Jackson hewitt. ***** seems to know who I need to speak with.

  

  Business Response

  Date: 02/16/2023

  Spoke with the client but she is not willing to accept a concession for the missing return being filed.  Office advised that this can be done for free online if she was unable to come back to the office. Client requested half of her fees which was only a federal filing to be returned but the federal return was filed correctly.  This issue is a state return which she was not charged for.