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 Tax Service

  6005 S Eastern Ave Las Vegas, NV 89119-3135

• 

  Jackson Hewitt

  1238 Putty Hill Ave Ste 5 Towson, MD 21286-5878

• 

  Jackson Hewitt

  126 Shawan Rd Cockeysville, MD 21030-1325

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  Jackson Hewitt

  2710 W Cold Spring Ln Baltimore, MD 21215-6702

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:12/02/2022

  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.

  My husband ******************* and I filed out taxes at the ******** location in February of this year, I don't recall the date, Thet filed our federal taxes electrontically and our state paper due to a casino win. we got the federal back quickly yet never got the state back ever! Initially we were told we were getting back 801$ in state but now they claim we are only getting back 751$. That seems wrong too! We asked for a refund due to their mistakes they said no, I have tried to be patient and have only called the office roughly 5-6 times regarding this but I have had enough

  

  Business Response

  Date: 12/22/2022

  Client was contacted by the local office.  ********** provided an additional copy of the State return so it could be submitted to the State for them to release the client's refund.  The return was picked up on Monday, December 19. 

  Customer Answer

  Date: 12/23/2022

  
  Complaint: 18515253
  
  I am rejecting this response because:
  I expected a refund on my tax filing fees from Jackson Hewitt  and never got that as an option. The representative that gave us our paperwork for our taxes claimed that they must have got stuck in  a mailbox somewhere her company should not be held responsible. She claimed that when the office was closed in April when I believe that is when My husband and I went there then to check on the refund. I think that they are liars.
  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/28/2022

  We have spoken with the client and we have agreed to refund the state filing fee.

  Customer Answer

  Date: 01/11/2023

  
  Complaint: 18515253
  
  I am rejecting this response because:
  
  I received a notice from the *** of ************* that the amount of my refund was a different amount than what the tax prep company claimed that they would be! If you don't know how to do taxes perhaps you shouldn't do taxes.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 01/20/2023

  Office worked with the client.  The return error was explained to the client and stated that the refund amount on the letter is in fact correct due to a preparer error.  Under the accuracy guarantee this would entitle the client to refund of the state filing fee plus and Penalties and Interest.  There are no Penalties and Interest and we have already refunding the filing fee.  Client was satisfied. 

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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 Feb 2nd of this year I attempted to have my taxes done at a Jackson Hewitt location inside a ******** My tax agent was *********************** and from start to finish she botched my tax preparation. She portrayed a professional but only wished to talk about how much she thinks she knows me and what her plans for lunch were. Total lack of respect for the customer and the ********************** she represents. I was left needing an amendment after discovering ****************** neglected to enter an entire section of info dropping the amount of the return. I tried to contact ****************** and she first told me she could find any mistakes and then she was just gone as the location was gone. This led me to another Jackson Hewitt location this one is ********************************************************************. I met a ************************* who off the top had a non employee sitting in and listening to my personal info being discussed. Where the business conduct in that? I ask him to give us a mintue and **** says there is no need because she is done. Great so whats the outcome. Well I will receive a check in the mail for a little over **** bucks. But the irs is struggling so I'm going to be struggling. These women didn't care how I was affected by covid or that I see a therapist once a week because of s*** like this. There attitudes were completely cavalier and nonchalant about the finances of others. It disgusts me to think these type of people handle our future and with one mistake things come crashing down. FYI ****** told me not all branches of Jackson Hewitt will honor the guarantee like hers and she did the amendment cus she was told to. Smart mouth too. I've had conversations with other clients that were unsatisfied with their experiences as well and this has to stop so outside of the BBB I will be contacting my local government the **************** and a lawyer.

  

  Business Response

  Date: 11/30/2022

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

• Initial Complaint

  Date:11/20/2022

  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.

  I went into JH to file my taxes, sure enough there was problems later on when it got sent off to the **** I was audited and JH didnt do anything to help me or protect me when I purchased the Audit protection, I should be reimbursed as promised on the contract for the audit protection. 9 months in with audit from the **** ** doesnt honor their audit protection for reimbursement!

  

  Business Response

  Date: 12/06/2022

  We have sent multiple emails to the Email on the complaint with no response.  ********** was able to contact the *** with the **** signed by the client.  They were advised that the client's refund was reduced and released about 3 weeks ago via a check direct to the client.  The refund was reduced due to the disallowance of a deduction the client took on their Sch C.  This is not a preparer error.  ********** also stated that according tot their records, the client never presented the letter to the office for assistance.  Due to no fees being paid, the office has declined the reimbursement request for the fees charged. 

• Initial Complaint

  Date:10/11/2022

  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.

  This company has been a nightmare. For the last few years I have been trying to get this fixed and they act like they are going to contact me and never do or return calls or emails. The guy who was supposed to help had me email him *** papers when it first happened and I was told by the lady who processed my taxes that they would give me the ***** guarantee since it was audited and help they haven't done any of that I got half that amount that went back to them for their stupid advance she TALKED ME INTO GETTING. she also put credits on there on her own and the irs clearly said that's what flagged the return to begin with. She said I could file my girlfriend kids as dependents and I explained everything to her that they were not my kids were not married and she said oh you just need birth records the *** allows that when the *** does not if your not married she knew all of that your a tax preparer Because of the error I not only didn't get the thousands I was owed back but they also are charging me for errors. This company offers to take fees out when the refund is issued and offers to help with audits and advertises We've got you covered up to $***** Jackson Hewitt Tax Pros work hard for you and we stand behind that work. All clients get our Lifetime Accuracy Guarantee and Free *** Audit Assistance but sometimes you want more. The lady said they were supposed to help me with the audit and they refused to ever respond when I sent them the information the guy tried saying if it's an audit yes but not a review it wasn't a review my papers clearly said audit and I sent them to him he never responded. They have yet to fix this and because of the errors her false information and adding her own credits I still can't file my taxes because it's saying I owe them for the errors at the irs so the only thing I got out of the money I was guaranteed was the refund advance that they already took back. I never got the audit help or ***** guarantee they wouldn't even respond

  

  Business Response

  Date: 10/12/2022

  ********** spoke with the client on 3/6/2021 about this matter.  The client was advised to come into the office to discuss further and any assistance.  ********** attempted to contact the client multiple times after this to find out when the client would come in, but they were unable to get a hold of the client.  ********** is still willing to assist but he will need to speak with him directly.  The Worry-Free Guarantee will not cover this issue as this was not a preparer error.  Based on the information provided to the preparer at the time of filing, the return was filed correctly.  When the office did speak with the client, He advised that the dependents on his return were not his biological children, and he was not married to their mother during the tax year in question.  This is considered a Taxpayer error and is not covered under the terms of the Worry-Free Guarantee. 

  Customer Answer

  Date: 10/12/2022

  
  Complaint: 18196485
  
  I am rejecting this response because:
  They clearly lied on everything they just said. First of all I have copies of every email you never once responded after I sent proof of the audit. Number two not only did you never say come in the first time I reported this on here I put on there how ************* was so helpful when trying to get out service once the audit happened she was so rude and even hung up and never answered or responded again..you did absolutely nothing to help and nowhere in my paperwork does it say anything about what your false information says IT CLEARLY SAYS IF *****ED YOU GUARANTEE ***** AND TO HELP WITH THE ***** FREE OF CHARGE. I have the papers right here you did NONE OF THAT. Let's remember your tax preparer filed the taxes NOT ME she straight up said that the *** ALLOWS SIGNIFICANT OTHERS TO CLAIM THE DEPENDANTS EVEN IF THEIR NOT MARRIED OR LEGALLY A STEP PARENT you weren't there when she said it me and my girlfriend were that's exactly what she said..you try to excuse everything like you do every complaint on here and it's wrong. Period. You never once responded I'll post every email I tried reaching out on top of all my cellphone history since this occured you did absolutely nothing. Not to mention you did make errors the tax preparer put a credit on there I never even heard of or claimed and if you call the *** you'll hear them clearly say that credit is what ORIGINALLY flagged it in the system. It's not a coincidence that so many people have different issues with Jackson Hewitt companies. You don't stand by anything you say your worker who did it clearly said out of her own mouth that if there was any audits they will be there to help and you absolutely were not I have the ONE ignorant email I received actually the only one time someone did respond I can expose that also so they can see just how much you guys literally will make up anything to excuse a situation rather than FIX YOUR WRONGS. Her putting credits on her own that weren't supposed to be on there is CLEARLY WRONG her saying we're glad your here for the first time we offer our no worry guarantee if you were to be audited we guarantee ***** and free audit protection etc etc you didn't help ONE BIT I HAVE THE ***** SAVED FOR COURT. I have the rude refusing to help email right here and your worker that was so nice when she wanted the business was the opposite when it came time to help and hung right up in my ear. She put credit that the *** already is usually the main reason the system flags the return and it's clear she put a credit on there I never once claimed. Than they audited and wanted everything proved and instead of helping like your company offered you did nothing. What's funny is we never discussed anything for you to even know why it was and what the error was so its hilarious how quick you guys excuse stuff by saying the exact same thing with each situation someone reports but that don't work with me I have my proof and already spoke to the *** and absolutely when you are a tax preparer your supposed to know what can and can't be done she told me right in there all the *** asks for is birth certificates and that I could definitely claim the kids and she put them right on my taxes and clearly seen they had different last names and everything and when I said I wanted to make sure so nothing went wrong she said we guarantee ***** if by chance it did end up audited anyway and we help with the audit for free. That's what your company portrays and your tax preparer should have enough knowledge than to tell someone they can legally claim kids like she did. My wife was right there the return wouldn't of been filed had she not said that because she knew we weren't married were filing seperate my girlfriend filed hers online herself and she knew we weren't sure and lied and said it was legal.  Not only did she say that she also advised us to and said shoot with him getting way more back I'd claim them to. You weren't there we were we know what eer were told and on top of that another credit they wanted proved was onr we never heard of or claimed on past that the *** said tax preparers put on themselves alot without the tax payer having knowledge. No one helped and instead was rude and I have proof of all of it. They never tried helping and left me to fend for myself and treated me like ****. 
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/12/2022

  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.

  I filed my 2020s taxes through Jackson Hewitt and finally JUST received my check which I wasnt even supposed to receive a check as I did direct deposit and now I have a check I cannot access my money on because no bank or anywhere will cash it Im livid and I want this resolved Im owed my tax return they were paid for a job they messed up I want it taken care of

  

  Business Response

  Date: 09/19/2022

  Client was able to cash her check and was just upset that the funds could not be Direct Deposited as the funds arrived for a prior tac year and her account at ************* was closed.  The funding had to manually processed and only checks can be released when this happens.  We have provided the client with a concession for the delay and frustration of the situation. 

• Initial Complaint

  Date:09/09/2022

  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.

  Jackson Hewitt did my taxes in 2020 and made a mistake, costing me $3812 when filing my returns.

  

  Business Response

  Date: 09/21/2022

  I have spoken with the client and we have come to a concession agreement to satisfy the client.  

  Customer Answer

  Date: 09/29/2022

  [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:08/27/2022

  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.

  We hired ** to prepare the partnership part of our income tax and gave them all the information in February 2022. As of yet, this has not been completed, we have no information. We talk with ***** at ************. She says she sent it to ** for completion and they don't answer her. She is very nice but has excuses why it can't be completed ( computer is not working). We need to file our taxes soon and need the info or at least to talk to someone to find out when we will get it.

  

  Business Response

  Date: 09/01/2022

  This is a Franchise Location.  Under the Jackson Hewitt side of the office's business they can only file Personal tax returns. Corporate Returns are not filed with Jackson Hewitt.  This return was not handled under the Jackson Hewitt company.  

• Initial Complaint

  Date:08/17/2022

  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.

  I went to have my taxes done through this business.they over charged my account and they are ripping people and the government off

  

  Business Response

  Date: 09/09/2022

  Reached out to the client multiple times to schedule a call to discuss this matter.  Only one response from the client who requested a call back on a date prior to the email.  3 attempts were made after that email but we have not heard back from the client.  Client can reply to the email to schedule a time to discuss this matter or contact our department at **************. This is a voicemail system but the client can request to speak with ******** in regards to case 497613. 

• Initial Complaint

  Date:08/17/2022

  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.

  I brought my taxes to Jackson Hewitt well in advance to April 15th. The agent in this office would not return my calls or answer the phone until the tax date expired. When I did finally did get in to with him it was May 23rd. The taxes were not prepared in a professional way and now I have had to hire a CPA to fix their mess. I want a refund and they should also be responsible for my late fees and interest

  

  Business Response

  Date: 08/18/2022

  This is a Franchise Office.  Contact Person is **************************;************ ************************************************** 01760

• Initial Complaint

  Date:08/13/2022

  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.

  I had my 2020 taxes prepared by Jackson Hewitt in March of 2021. I paid 400 dollars to have the taxes prepared. The taxes were said to be forwarded to the Internal Revenue Service (***) in paper form. TO DATE AUGUST 13, 2022; I have yet to receive my return from 2020. I have reached out to Jackson Hewitt who provided me with an telephone extension to call the **** The *** does not answer phone calls. I have not received a letter or anything from the ***; in regards to this issue.Also, I had Jackson Hewitt prepare and file my 2021 tax returns. I have already received my rebate. Could you please assist with my 2020 return? Thank you.

  

  Business Response

  Date: 08/17/2022

  This is a Franchise Location.  Contact person is ******************************;************, 1515 *****************************************************************