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

  2701 Port Covington Dr Baltimore, MD 21230-5004

• 

  Jackson Hewitt

  1607 W North Ave Baltimore, MD 21217-1737

• 

  Jackson Hewitt

  3520 Brenbrook Dr Randallstown, MD 21133-4902

• 

  Jackson Hewitt Tax Service

  3078 Lake Road Horseheads, NY 14845

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: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.

  February 6 2023 *************************** of Jackson hewitt filed my taxes she charged me 400 with out properly filing them and did not include the information I gave her regarding my ***** from college therefore messing my taxes up and then over charged me then made a comment that was very racist and she charged me for the document without even using the information

  

  Business Response

  Date: 02/15/2023

  I just spoke with this client.  We have offered her a concession which she has accepted.  I was able to explain what was being done.  I also send an email to the Franchise suggesting a coaching to the preparer.  Client is satisfied. 

• Initial Complaint

  Date:02/08/2023

  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 went to a tax preparer who did not tell us the whole truth when asked specifics. Because of this its costing me and my family hardship. Money was taken that would never have because of this person. After an hour went by I went back and was told mistakes been made that we would discuss next day. Manager of butte even said she heard me on tape saying this and said that her preparer did not tell me everything but nothing she could do. I should not be charged for her negligence and reprimanded because of this.

  

  Business Response

  Date: 02/13/2023

  This is a Franchise location.  ********************************* ************** ************************************************** 59601

• Initial Complaint

  Date:02/05/2023

  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.

  On 1/11/2023 I went in to have my taxes filed and get a refund loan. Due to an error made by the preparer when submitting my paperwork, my taxes were filed so that I will receive direct deposit from the *** which I will be waiting for. I was told before I left, by the preparer that I would receive funds in 1 to 5 days. When this time period had passed I began trying to contact someone to find out what happened. I have been getting the runaround, being passed from preparer to preparer and told that they would submit my complaint and that someone would "get back to me". When someone finally did contact me it was at 4 PM Saturday 1/28. I advised the person I was talking to of the time and the fact that I had already had a few cocktails. She then decided to start an argument with me about what I expected her to do about my problem. She told me she would "submit my complaint" and "get back to me" I tried calling again after waiting a week and was given contact info - ******************* at ************. This is the same number I was called from on 1/28, and I'm pretty sure it's the same woman I talked to on that day. Had I wanted to file my taxes without expedited funds, I would have done so from here, online, myself. I feel I should be re-embursed the $628.95 I am being charged, as I am now waiting due to an error which was no fault of mine.

  

  Business Response

  Date: 02/14/2023

  We have spoken with the client.  The error the client speaks of is that the refund advance product was not included with his filing.  This filing is a free product.  There was no error with the work done on his return, due to their being no errors on his return, there are no fees to refund to the client.  The client was not satisfied with this request but we did provide a correctly filed return in which he was charged for this service.  

  Customer Answer

  Date: 02/15/2023

  
  Complaint: 19336973
  
  I am rejecting this response because:
  
  The whole REASON I went to Jackson Hewitt in the first place, was to access the advance. Why else would I have gone to file in 11th knowing that the *** was not even accepting filings until the 23rd? This is the point I can't seem to impress upon them. Had I simply been filing my return, I would have done so myself, from right here. I am fully capable of figuring out my own tax return. When I went in, I was told by the preparer, and her supervisor, that I would be getting the advance in one to five days. Now all I get is a lot of "I'm sorry".  The only fault of mine in this situation is choosing to have Jackson Hewitt file for me. I did NOT receive the service I initially went in for, which has greatly inconvenienced me. It seems pretty simple to me. I am not asking for anything unreasonable, I simply want to be reimbursed because I did not receive the service I went in for, and that I was assured I was getting. To reiterate, I did NOT go to them because I needed them to file FOR me. I went to them to access the refund loan. I understand that there are no fees involved with the loan. I was willing to pay their filing fees in order to access some of my funds early. This was all abundantly clear when I was filing. The preparer made a mistake which, once done, could not be rectified. I am entitled to reimbursement because of this. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 02/15/2023

  There will be no refund of fees.  The service we provide is tax filing which was done.  The product of the Refund advance was not provided.  If there was a fee for the Refund advance we would refund that fee but it is a No Fee product.  ********** still provided a service of tax filing and the fees are owed to the office for the service they provided to the client.   

• Initial Complaint

  Date:02/02/2023

  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.

  I went to Jackson Hewitt to get my taxes doneHuge mistake..I ADVISE NOBODY GET YOUR TAXES DONE AT Jackson Hewitt. It wasnt til I got home and realized Im fine print that THEY CHARGED ME $800 to do my taxes, when in previous years Ive done my own through TorboTax either for free or maybe $50. Jackson Hewitt done nothing any different nothing special the lady took an entire 5 minutes to do my taxes . This is price gouging..its ridiculous and they should be ashamed. Oh yeah let me add ..They filed them wrong so now I have to amend also.

  

  Business Response

  Date: 02/03/2023

  This is a Franchise Location.  Contact person is ***************************** ************** ********************************************************** 30513

• Initial Complaint

  Date:01/30/2023

  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.

  Bad business funds never received company refused to help

  

  Business Response

  Date: 02/10/2023

  Per our records, the client's refund was released on 1/31.  I have tried to contact the client via 2 phone calls and an email with no response.  

• Initial Complaint

  Date:01/19/2023

  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 did my 2021 and 2022 taxes (as well a many prior years) with Jackson Hewitt, including Federal, State, and City taxes.I discovered this morning that they failed to actually file my 2021 City of Whitehall taxes, and that I owe late penalties because of Jackson Hewitt's failure.When I did my 2022 taxes (yesterday) I was told my total fees would be $79.00. This was significantly less than prior years, and I questioned it. The tax preparer confirmed that would be all it would be. I also applied for a Refund Advance loan. I received a text and email shortly after confirming the Refund Advance loan was approved for $3500.00 and I would receive it via direct deposit. This is exactly how the loan worked prior years, and in prior years it was always in my account the following morning. That didn't happen.So.. this morning, obtained copies electronically from Jackson Hewitt, mainly to double check if they had my bank info correct. In doing so, I noticed there was nothing for 2022 City taxes, so I called the City of Whitehall, found out about 2021 not being filed and about the $150 penalty.I also discovered upon looking over the electronic copies of the paperwork on Jackson Hewitt's website this morning, that instead of $79.00 total in fees, I'm being charged $729.95 in fees.I called Jackson ******** corporate office, and they confirmed that on their end they don't see a 2021 nor 2022 City tax return prepared, but that there's basically nothing they can do.I want Jackson Hewitt to file the 2021 City Taxes, explain to the City of Whitehall that it was their error, not mine, and to pay any fees etc owed as a result of their mess up.I want Jackson Hewitt to double-check that the Refund Advance loan is in fact going to be direct deposited to the correct checking account, to the checking account that I provided them.I want Jackson Hewitt to file my 2022 City taxes.I want a full refund of all preparation fees for 2021 and 2022.

  

  Business Response

  Date: 01/23/2023

  Office has worked with the client and assisted in filing the 2021 local return.  The 2022 local return cannot be filed yet as the state has not opened for business for the season.  ********** has also submitted a request to cover the Penalties and Interest the client was assessed for the failure to file the 2021 local return.  ********** has stated that the Federal and State returns for 2021 and 2022 are correct so no fees will be refunded.  

  Customer Answer

  Date: 01/24/2023

  Complaint: 18838463
  
  I am rejecting this response because:

   

  Regarding the business's statement re the penalties charged by the city: As of yet, they have not shown me anything or reimbursed me anything, so it is too soon to know if they will follow through or not.

  Regarding the 2022 CITY taxes: The business states that the ***** is not yet accepting returns. This is the CITY return, not the ***** return. Additionally, they have yet to actually PREPARE the return. So their answer completely misses the point.

  Regarding the preparation fees: The business advertises done right or it's free. They haven't done it right. Therefore it should be free, per their own advertising and posters etc.

  Additionally, the business is BBB accredited, and should live up to the expectations that come with accreditation, including being honest with consumers.  Failure to do so weakens the value of BBB accreditation for honest businesses, and for consumers.

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

  

  Business Response

  Date: 01/25/2023

  The fee reimbursement has been submitted to Accounts Payable and can take up to 6 weeks to process fully.  In regard to the 2022 filing of the local return, The state handles the local returns and so we must wait for the state to open to file this return.  ********** has advised that this will be done once the state has opened.  The 2021 local return was done for free as this was an error but the filing of 2022 not being done yet was not an error as it could not be done as of yet.  The federal return and state returns were filed with no error and so these fees are not going to be refunded.  The Accuracy Guarantee does state that the fees associated with that return in which the error is on will either be refunded or a free amendment will be done to correct the error.  

  Customer Answer

  Date: 01/27/2023

  
  Complaint: 18838463
  
  I am rejecting this response because it completely fails to address the complaint.
  

  REFUND THE ***** ALL OF THEM, NOW.

   

  Additionally, it is factually incorrect!

  The STATE does NOT handle the CITY returns...

  the CITY OF WHITEHALL handles the CITY OF WHITEHALL returns.

  the CITY OF WHITEHALL also has MANDATORY filing... which JH has also tried to argue about.

  The fact that Jackson Hewitt doesn't realize any of this blows my mind. Total incompetence.

  Additionally, I DID find some errors on the Federal return. I'd like that fixed too.

  I expect to find them on state return as well. These errors need to be fixed.

  And per JH's own claims, all the preparation fees MUST be refunded.

   

  I'd also ask the BBB to consider revoking accreditation since the business is clearly not interested in living up to the promises it made by becoming accredited.

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

  

  Business Response

  Date: 01/27/2023

  Office has advised that the city return was processed today, free of charge and will be mailed certified mail to the client's home for signatures and mail to the City.  

  In regard to the errors that were found, ********** has had multiple senior preparers review the return for this year and no errors have been found.  If an IRS letter is received showing an error, the office has advised that will be happy to review the letter at that time but at this point, there are no errors on either return and no fees will be refunded.  

• Initial Complaint

  Date:01/04/2023

  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.

  Jackson Hewitt made a clerical error while following our taxes in 2019 this calls us to be penalized $3,600 and some change last year in 2021 we purchased the worry-free guarantee we filed the claim with their company after we were given the runaround for 6 months as to who we filed the claim with we finally came across a competent associate at the ******** location in Jacksonville ******* named *** who put ** in contact with ************* who had us go ahead and upload documents he filed claim himself and has been in constant contact with the office however this office has yet to resolve this issue. We are seeking monetary compensation for money that was wrongfully taken due to the poor or lack of training for the associate that filed the taxes in the year of 2019.

  

  Business Response

  Date: 01/09/2023

  The client's claim was denied because under the guidelines of the Worry-Free Guarantee, the first letter received from the *** must be presented to the office within 30 days or the claim is null and void.  The letter that was presented in their claim clearly states that this was the second letter sent by the ***.  Their was no interaction with their return prior to the date on this second letter from the ***.   The guidelines are presented to the client on the day they file on the Worry-Free Guarantee Certificate.  Due to this, the claim was null and void. 

  Customer Answer

  Date: 01/12/2023

  
  Complaint: 18685197
  
  I am rejecting this response because: the company never informed us that we only have 30 days to answer or use our Jackson Hewitt WorryFree guarantee secondly this event occurred in 2019 we were not even made aware of this situation until 2021 so there is no way that we could have responded in 30 days this is an underhanded disgusting and dirty business practice for this company to feel that they can cost me $3,640 and then turn around and tell me that it is not their fault although the mistake was by their employee is just as I said before disgusting and an example at this point we are going to go ahead and look into legal repercussions and ramifications the anxiety the headache and the stress that myself my husband and lower ranked employees have had to go through in the attempt to resolve this matter is ridiculous people do not pay for your worry-free guarantee to not have it protect them or replenish monies taken because of the mistake by one of your tax Representatives we will no longer use your service we will let it be known what happened with this situation and again you will be hearing from our attorneys
  
  
  
  Regards,
  
  ********************************************

  

  Business Response

  Date: 01/12/2023

  Office has worked with the office and agreed to reimburse filing fees and cover Penalties and Interest.  The Worry Free Guarantee Certificate states that the first letter received from the *** must be presented to the office within 30 days of receipt.  The letter presented to the Worry Free Guarantee stated that this was not the first letter sent and this is why the claim was unable to be processed.   

• Initial Complaint

  Date:12/28/2022

  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.

  This business is holding my tax return for ******. When I brought my information to the ****************** I asked about price and was told it would "not exceed $200, if that much". We discussed the need for urgency and that my expectations were 1 week to completion. I provided all information requested by previous tax providers so all that was needed was JH filling my info into the blanks of their computer program. 3 weeks later, and after many discouraging phone calls- including being ignored by corporate- I was told I could pick up my return if I gave them $500. I have omitted many awful customer ********************** nightmares experienced while dealing this them but we don't have enough space. I want my tax return. I do not want them to file it. I just want the paperwork. I don't trust what they've done but have not seen it.

  

  Business Response

  Date: 01/09/2023

  Office has tried to work with this client but the the client is refusing to come into the office to sign and pay for the work that was done to prepare the return.  ********** has offered a small discount on the fees but this is a complex return.  The fee that was advised was an estimate.  We cannot tell how much a return will be until it is fully entered into the system.  The return is still on hold and if the client would like to review the return with the preparer in the office, on the computer before she pays and signs for the return, the office is willing but we will not be providing a copy of the Tax return to the client without payment for the service.  

• Initial Complaint

  Date:12/27/2022

  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 incorrectly filed my tax returns for 2018 causing me to pay penalties and interest due to their error; When I found out about it in 2021 I contacted corporate office and opened a case, but all I got was "Go back to the local office." That is not possible as I moved in 2021. Was told contact local office in new state. Did that. They agreed to re-file taxes. Provided them the requisite papers and documentation. A year later, nothing has been done. A temp worked on it in 2022, then abandoned it. REPEATEDLY contacted regional manager (******************************************), and got excuses. Apparently, not one single office in all of western ********** is staffed by anything other than temps outside of tax season. Regional manager assigned roaming employee from ****** to look at case, but they are only in ******************* (nearest office, ~ 70 miles away) one day a week at best. After months of pinging JH/manager, employee called me once to tell me she would look at the documentation and get back to me. Never got back to me. When I called the number today, was told she was no longer at the office and I was not allowed to have her contact number as I was a preparer. Totally unsatisfactory.

  

  Business Response

  Date: 12/28/2022

  This is a Franchise location.  Contact person is ************************* ************** ********************************************************************* 87110

• Initial Complaint

  Date:12/15/2022

  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.

  In April of 2022 I paid Jackson Hewitt ****** to process my taxes. The Jackson Hewitt employee located inside *************** ** ******* ******** incorrectly processed my taxes. I paid them 374 dollars in good faith that my taxes would be done correctly. I've since corresponded with the *** and paid the correct amount (this alone took over 3 months). I contacted ***************************** who repeatedly told me he would contact me within 72 hours about refunding my 374 dollars. The last contact I had with ******************* was months ago and still no response on a refund.Thank you.

  

  Business Response

  Date: 12/22/2022

  This is a Franchise Location.  Contact person is ***************************** **************  ***************************************************** 30032