We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Tax Return Preparation

Jackson Hewitt - Tax Services of America, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:
    The company has implemented a customer relationship management tool by which any client calling into the toll free customer service number has a case logged and a case number assigned. Each case is escalated to the appropriate local tax office for resolution.

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 a Location

Jackson Hewitt - Tax Services of America, Inc. has 2495 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 213 total complaints in the last 3 years.
    • 70 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      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 28th, 2025, I went into my local ** seeking help with amending my 2023 taxes. ******** is the *** that assisted me. I let her know that I needed to amend my taxes due to my childrens father had filed them on his 2023 taxes , when tried myself it rejects. I showed work i done online for which she proceeded to tell me I could've just filed this online myself. I explained that I was not able to do so again.She said ok andinput all the information said be getting a refund of over $4,000 and the fee for filing would be $543. On February 1st I received a call from ******** advising that my taxes once again had rejected. She did not do an amendment (which I specifically stated was needed) she filed with my children on my taxes and charged me $543. I asked why were my children left on the return and reiterated their father had filed them. She was suppose to take them off. I was then told that they could print it off for me to mail in.I called her back and asked what if take kids off like suppose to. She stated then i would owe. I also informed her that she did not ask me if I had made any donations or any updates to my home I requested a refund from deposit i made and was denied. I asked to a manager, I called for a week straight and still was not able to speak with ****, the manager. When I was finally able to contact him at ************, he stated he called me back (I never received a call or a message). I explained to him the situation and asked for a full refund. **** informed me that they are not responsible for me not getting a refund and that ******** still needs to get paid for the work she did. I again explained that she only input the exact information I had previously entered and she did not do At this point, **** abruptly disconnected the call while i was talking (highly unprofessional). I am very disappointed with the lack of professionalism exhibited by ****.

      Business Response

      Date: 05/08/2025

      Office spoke with the client and agreed to refund her fees.  

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Answered
      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 today to do my nonprofit business taxes and 990 form. Before we got started I asked her do they do nonprofits taxes and 990 form. She says yes. So I waited until she got through with the guy that was there before me. We started and I gave her my license and social security card and she began to ask questions. I have her my email and EIN. She look at my accounting book information. She said everything is fine. And then she makes a call to someone. She gets off the phone and tells me they don't do nonprofits taxes. But after I gave her too much my business info.

      Business Response

      Date: 04/15/2025

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

    • Initial Complaint

      Date:04/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 am writing to address an issue with the billing for my recent tax preparation services. As a new customer, I was informed that the fee would be $210. However, I was charged $374, which I find excessive, especially since my taxes were not complex and I have never incurred such a high fee in the past for similar services.

      Business Response

      Date: 04/24/2025

      Office worked directly with the client.  They came to an agreement and a partial refund was processed for the client. 

    • Initial Complaint

      Date:04/09/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      When I made an online appointment to have my taxes prepared the website indicated that it would cost no more than $149. For a very simple tax return I was charged $389. This is a big deal for seniors on Social Security. When the preparer completed our taxes she did not give us copies of our Federal and State returns. I was told that I would have to go to their website and print them out myself. This was not very good customer ********************** in my opinion. I did receive some papers that the preparer gave to me and when I got home and looked at them I noticed a consent form indicating that Jackson Hewitt had the right to sell my information to third party sources. I was not informed by the preparer that I was doing this. If told this I would not have authorized this. Also on both my Federal and State returns I found that a box was checked allowing a representative of Jackson Hewitt to discuss my returns with a third party. Again I was not told by the preparer that this was done. All in all this was a awful experience and I would not recommend Jackson Hewitt to anyone.

      Business Response

      Date: 04/11/2025

      We have contacted the client and explained that the Pay No More promo had ended but we did offer a concession for the inconvenience.  

      Customer Answer

      Date: 04/14/2025

      [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:04/08/2025

      Type:Product Issues
      Status:
      Answered
      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 April 3, 2025 I visited Jackson Hewitt to prepare and file my 2024 tax return. Before the tax preparation was sent to the ***, I asked to review it and noticed it was done incorrectly; this included incorrect wages, deductions, addresses, and filing status. I had purchased a protection plan but was then informed that it would cost more money to correct the mistakes. I asked to cancel the entire transaction. The manager said no, and said I was not allowed to talk to the owner. I asked if I could pay for the preparation but not the return and was also told no. I left after 4 hours without filing my taxes.

      Business Response

      Date: 04/08/2025

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

    • Initial Complaint

      Date:04/04/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Went to file taxes for tax year 2023 in March 2023. Never got my tax refund and when I inquired about it in Oct they said the taxes were supposed to be filed by me no one said that and how was I supposed to do that when they gave me a mix of mine and ANOTHER persons tax documents and social security number. Manager said she took care of it apologized and said she filed it. Now Im finding out they STILL have NOT filed my taxes from 2023

      Business Response

      Date: 04/08/2025

      This is a Franchise location.  Contact person is Ruby T **************  *************************************************************

    • Initial Complaint

      Date:03/27/2025

      Type:Order Issues
      Status:
      Answered
      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 totally disagree with the fees that this company have I wasn't even aware that they can take my state refund without even telling me anything ?? I contact them and she told me they took my refund because it came in first and that its on my loan receipt I had no knowledge of this .And if this is so why I was supposed get 1000 back I got two loan which was 1500 and 3000 I don't know About the fees but I only received 5000 something help me to understand this please ?? I always get my state refund

      Business Response

      Date: 04/02/2025

      We attempted to discuss this matter with the client, but the client advised she did not want to speak with us and to please stop calling her.  

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 scheduled a drop off appointment to get our taxes done on Feb *******. We went in to the facility because we didn't hear anything back, and found out they have lost our tax documents. We have called several times and the office manager or district manager has not called us back. We called the branch again and got ahold of the secretary and found out the person who was working on our taxes has been fired, but there are no sign of our tax papers. Jackson hewitt took pictures of our drivers license and social security cards along with our tax documents and they are no where to be found.

      Business Response

      Date: 03/31/2025

      We have worked with the client and provided a free ID protection plan for the next year to ease her mind. 

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 and was charged twice for it I paid the day they did my taxes and then they healed it out my refund again three weeks later they still have not returned my money

      Business Response

      Date: 03/10/2025

      This is a Franchise location.  Contact Person is ********************* **********************************************

    • Initial Complaint

      Date:02/26/2025

      Type:Product Issues
      Status:
      Answered
      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 tax preparer did not disclose the fee for preparing my taxes. When I asked her how much would I be charged she didnt answer but quickly submitted my return to the ***. I later logged into my tax accountant and discovered I was charged ****** for tax preparation alone among other fees that I clearly told her I wanted to reject. I called her and she told me that the fees went up and the owner was losing customers because of it. I have been going here for over 20 years and the fees have always been between 500 and 699. This year I was deceived and not informed at all about the price increase. Totally taken advantage of.

      Business Response

      Date: 02/27/2025

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

    Jackson Hewitt - Tax Services of America, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.