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. has 2495 locations, listed below.

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  Jackson Hewitt - Tax Services of America, Inc.

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

  
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  Jackson Hewitt

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

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  Jackson Hewitt

  126 Shawan Rd Cockeysville, MD 21030-1325

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  Jackson Hewitt

  2710 W Cold Spring Ln Baltimore, MD 21215-6702

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  Jackson Hewitt

  3405 Belair Rd Baltimore, MD 21213-1204

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:08/06/2022

  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 have used Jackson Hewitt for many years to file our taxes. This year, the *** denied our claim due to form 1095A form not included. When I received message to send form to JH, I immediately uploaded it to myJH online portal as requested. Many weeks go by and we were waiting for our refund. I called many, many times and had to leave messages and told ** to leave detailed message on vm if they cant get me if/when they call. Im still waiting for any information as all I get is a message to call them back if they call I call, ask them to leave detailed message again but still no updated return in my portal nor refunds. He was told specifically to leave information on my vm so I knew what status/update was, but Im still waiting. We need this finished asap and are requesting no fee to JH for doing return this year as they havent followed through, completed the return, or even asked about the 1095A requirement during our face to face appt to complete the taxes back in March 2022. I dont see any updates of our return in our on line files nor have had a message left on my vm except one to call back, which I have, but again we are still playing phone tag w/ no updated info provided now all these months later. Thank you.

  

  Business Response

  Date: 08/19/2022

  Office has attempted to reach the client three times to no avail.  The missing document has been found and the return updated but due to a change on the return, the client will need to come into the office to sign the return and pay their fees before the office can submit the return.  Client can contact the office at *********************** **************  Monday, Tuesday Wednesday and Friday 11 AM to 5 PM or Thursday 1 PM to 7 PM.  ******* will be happy to assist the client. 

  Customer Answer

  Date: 08/19/2022

  
  Complaint: 17682041
  
  I am rejecting this response because:
  As I mentioned to *********************** in March 2022  when we filed  our taxes at the office that we were moving to *******. I called their office 11 times with no answer.  They never left a message on my voicemail except to call their office, which i did, but always having to call them back.  ************ never asked for the **** form during my on site appointment. When our return bounced back to their office, I was told to upload the **** form to my JH portal, which i did immediately.  Weeks/months go by and no refund or communication from JH office.  I speak to ************ and told him I had uploaded the form as directed, but he never looked at portal and did nothing with our return.  We have been waiting since March for status update and have NEVER received any update about our return and there is nothing in our portal except our original return with a $1842 federal refund and a $1817 state (WI) refund. I have not received any additional information from our original return. ** sat on this return despite my following their direction to submit the **** form that he never brought up during our face to face visit to complete our 2021 return.  We will not pay for their lack of follow through as they know the filing requirements when we do not. I still do not know status of our return except it is still on hold. Thank you. 
  
  
  Regards,
  
  ****

  

  Business Response

  Date: 09/20/2022

  I have emailed with the client's daughter and the office.  ********** has found the 1095A ad updated the client's return but the addition has adjusted the client's return and will now need to be signed before it can be submitted to the IRS.  We have provided steps on how to Remote eSign due to the client's no longer lives in the state.  ********** has also discussed a concession for he delay in filing as a free filing.  The client has been advised to contact the office to discuss this matter and for assistance with setting up 2 separate MyJH accounts so they can remote esign the returns.  The client's have not contacted the office at this time.  We cannot file the return without the client's signatures so we cannot do anything else until the client takes the step to finalize the return. 

  Customer Answer

  Date: 09/27/2022

  
  Complaint: 17682041
  
  I am rejecting this response because:
  
  We have provided all the information they requested. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/19/2022

  The Office has advised that they have received the documents that were missing when the client first attempted to file their return.  ********** has completed the return and is awaiting the client to contact the office at ************ so they can virtually sign the return and we can file.  Client has been advised of this by email multiple times, but the email address is for their daughter.  We have been unable to speak directly to the client about this matter, but their daughter is acting as their representative.  The return cannot be filed without the clients' signatures. 

• Initial Complaint

  Date:08/02/2022

  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.

  On January 26, 2022 we went to Jackson Hewitt to file our taxes, under my name and my husbands *************************************************** Our tax preparer *************************, got all our information exactly how we told him, and they promised us that in 2-6 weeks our tax refund would arrive. However, after 6 weeks nothing came, so we went to the *** office and they told us that the refund was already sent to Jackson Hewitt on February, so, we went to Jackson Hewitt and to our surprise, the refund was sent to a bank account that wasnt even ours and wasnt even related to us, it was a completely different bank than the one we gave the tax preparer. It was sent to BBVA Bank, but when we filed our taxes we had told them to send it to the ***** *********** we even gave them the routing number and everything, so this should not have happened. To this day, since the Jackson Hewitt inside ******* is no longer there, we went to the main office on Tyler ******* and they just keep telling us that theyre going to call us and they send us home with nothing. And when we go, the employees respond to us in a very rude manner, I understand that we keep going back to their office for help, but they are doing nothing to help us. We filed an *** complaint against our tax preparer but that does not solve the issue of the fact that we still have not received our tax refund. I am afraid that this business is doing the same to other people, and I am lost. I dont know who to turn to anymore and I just want my refund, its been 7 months. Its not fair that they keep saying, We will call you back and they never do. We have contacted the *** too but they say the same thing over again. Please help me, I would be extremely grateful. Please call if you have any questions. Thank you in advance.

  

  Business Response

  Date: 08/04/2022

  We have looked into this matter and the Routing and Account number the funds were released to were the same as on the documents signed by the client via DocuSign.  When the clients returned to the office stating that they never received the funds a Direct Deposit Research form was submitted to ************* to request a Letter of Indemnity be sent to the receiving bank asking for the funds to be returned.  There are no guarantees that the receiving bank will return the funds.  Unfortunately, the bank did not return the funds.  The trace number for the deposit was provided to the office so the client can work directly with the receiving bank to see if the funds could be retrieved.  Jackson Hewitt and ************* have worked to try to get these funds back but there are no other options when the receiving bank refuses to send the funds back to *************. 

• Initial Complaint

  Date:07/25/2022

  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.

  My husband and I filed our joint 2021 tax return with Jackson Hewitt on January 28, 2022. We have been filing our taxes with Jackson Hewitt for several years now. We went to our local office (*******, **). We sat down with the tax preparer. My first complaint is that she put the the wrong address on our taxes, but we did not see that until we got home that day because she never showed us the screen and never asked us to confirm our information. When I called to tell her the address was incorrect, she acted like it was no big deal. To her it might not have, but to us since we paid a lot of money for the service, we expected everything to be correct. My second complaint is that we were never offered the extra protection like we are offered every year. This woman just automatically declined it. After we we signed our names on the first tax document, she went through and signed the rest of them with OUR signatures and did not explain what each form was like the tax preparers have done in the past. I consider this to be fraud. After reviewing the tax forms when we got home later that day, I noticed that there was no w2 put in for myself (only my husbands). She had my occupation listed, but not my w2. I should have made sure I handed her everything (it was left in the folder that I had all my tax documents in), but since there was a occupation listed, she should have asked for my w2. So, that meant that we had to file an amended return. It took nearly 2 months for the amended return (which I understood, since it was tax season and they were busy). Our amended return was completed at an office in **********, **. It was completed on March 23, 2022. The federal was sent via the computer system, but for ** taxes, they had to be mailed to us and then I had to mail them myself. I did not receive these taxes until May 2022. Making them late. So now we will have to pay interest. If they were completed in March, why did we receive them 2 months later? I'm beyond disappointed.

  

  Business Response

  Date: 08/03/2022

  This is a Franchise Location:  Contact Person *************************** **************  **************************************************, ** 21742