Tax Return Preparation
Jackson Hewitt - Tax Services of America, Inc.Headquarters
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
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 ComplaintThe 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:02/25/2025
Type:Service or Repair IssuesStatus: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.
Jasckson hewitt location, filed my return improperly resulting in me needs to file a admwnded return and I'm suppose to get on the serve card, they can't seem to process that request to add fund to the serve instead it's says it fails and check will be issued 2 times now, this extremely unacceptable. I've asked for management to call everyday for 2 weeks now no seems to care enough to finish the job, there was no one even there to do my taxes when I arrived. I want a complete refund for filing with you, and filing the amended return free of charge, I also never recieved the 100$ for switching with you. Waiting 5hours on hold get no where everytime everyday for 2 weeks is completely unacceptable. I will never file with you again or recommendation for anyone to file with you ever.Business Response
Date: 03/05/2025
The office has spoken with the client, and they have received the funds.Customer Answer
Date: 03/05/2025
Complaint: ********
I am rejecting this response because:
Regards,
******* ********Initial Complaint
Date:02/19/2025
Type:Product IssuesStatus: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 after I had already done my taxes myself and asked to have them file it for me so I could get an advance loan. I repeatedly told the tax prep I wanted my taxes filed how I did them and I just wanted the loan. I asked if that was possible and he told me yes. So we filed them but it was sent back because one of my dependants has an ** pin and after almost a week of trying to retrieve that pin I was then told we didn't need it but we just needed the *** card. After I got the *** card and took that in I was them told that no I had to have the ** pin.During all of this I was never informed that the deadline to get the loan had passed. When I had my stuff filed the tax prep failed to inform me that I would not be able to get the loan ** the only reason I had them file for me ** so now I have paid over $500 to Jackson Hewitt for doing what I could have done for myself for free and I don't think that is fair it good business practices and I want my money back!Business Response
Date: 03/12/2025
The office worked with the client and explained how the Refund Advance Program works. They also assisted the client with understanding the rejection of the return and the return was corrected and resubmitted and acknowledged by the IRS. The client was advised that no refund of fees would occur due to no errors on the return.Initial Complaint
Date:02/18/2025
Type:Product IssuesStatus: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.
They did my 2023 taxes and they did not do them right. I contacted them when the *** sent a letter and I was told if I got more letters to let them know and they would take care of it. They never did and will NOT respond to me either email or if I call they hang up on me and will not help me get this straight. I will now have to pay another tax person to correct the mistake plus get me 2024 done so this will be costly to get the back mistake taken care of. I dont remember the exact amount I paid but close.Business Response
Date: 03/11/2025
Office tried to reach the client by phone and email but there was no response. The office has requested a reimbursement to the client for the penalties and interest they were charged.Customer Answer
Date: 03/11/2025
Complaint: 22959026
I am rejecting this response because:
They did my taxes wrong and I now have to pay ****** to get them amened by another company. Someone did not know where to put the numbers correctly.
Regards,
***** *******Initial Complaint
Date:02/11/2025
Type:Sales and Advertising IssuesStatus: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.
I paid Jackson Hewitt 700 to do my taxes...I told the man 3 times I wanted a refund loan..3 times he assured me he had placed the request...when I heard nothing for several days I called the office and was told I hadn't applied for a refund loan..and since my taxes had been done I can't get one now... a refund advance is part of their promised service and they messed mine up..now I can't get one...they messed up my chance to get a refund loan this year...I want the money back I paid themBusiness Response
Date: 02/25/2025
The office has spoken with the client, and they have agreed to a partial fee reimbursement.Customer Answer
Date: 03/10/2025
[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,
**** ******Customer Answer
Date: 04/04/2025
Complaint: 22928315
I am rejecting this response because:
Ma'am I would like to reopen my complaint against Jackson Hewitt..they never have sent my money back
Regards,
**** ******Business Response
Date: 04/04/2025
A check was mailed to the client on 3/17/2025 for 50% fee reimbursement sent to the address on this complaint. Checks can take up to 14 business days to arrive. The client's check has not been returned.Customer Answer
Date: 04/07/2025
[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.I received my check... thank you for your help
Regards,
**** ******Customer Answer
Date: 04/07/2025
[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:02/10/2025
Type:Product IssuesStatus: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 Friday February 7, 2025 I went online to Jackson Hewitt to file my taxes. The site started out fine to charge my credit card, then their site started looping, kicking me out, then I would try to log back in and every time it would ask me to register a new account. I called JH and told the customer ********************** representative what was happening and said as I cannot use their site to file my taxes because of their system issues I wanted my $25.00 back. She gave me one round around after another, after another and started giving me all these different websites to ask for a refund, then she hung up on me. I called back to get another representative and she was no help either. I said to them, "You had no problem taking my money, but how convenient that is the only part of your site that is working, I would like my $25.00 back because you are not providing the service, so if you cannot provide the service, I want my money back. If I do not get my money back I am going to report this to the *** and the ***** This is ridiculous you take the money and do not provide the service. And on top of this, you advertise to file for free, but then you charge for it, that is not ethical business practices."I had to go to another place to do what I needed to do.Business Response
Date: 03/03/2025
Due to the client issues with the online portal, we have refunded their filing fee.Initial Complaint
Date:02/10/2025
Type:Service or Repair IssuesStatus: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 30th me and my wife went to our local office here in ******** NY to file our taxes the lady who prepared our taxes was unprofessional and obviously untrained she filed our taxes wrong causing us to owe $1250 in NYC resident tax even though we've never lived or been to NYC when I caught it I told her something didn't look right she claimed it was a new feature and that being we didn't pay any taxes in New York City not to worry about the mistake really??? My state refund was supposed to be $1,607 instead it was only $746 so i went home with our paperwork determined to figure out what went wrong on our return low and behold she entered that me and my spouse lived in NYC for 12 months so I called the office only to be told it's not a big deal and then hung up on (seriously unprofessional) I then got mad and drove back over there only to be met with criticism and denial of any wrong doing by the preparer even after showing them I was then told id have to amend it well no * well the 31st rolled around I checked my online account to see that my state return now said paper so I called the office not once but three times and was hung up on overtime talk about rude!!! So I then called the head office in horse heads NY spoke to the adm who went and refilled my state return and corrected the mistake and also amended my messed up return for 2024 I was told id get my fees back but it has now been almost two weeks ive called numerous times to get information on that I've even called the 1-800 number and it gets me nowhere This company does not stand by their guarantees they will gladly mess your taxes up and not want to fix it and then when you bring up the guarantees they'll change the subject so they don't have to honor them $816 in fees and I keep getting the runaround that's real professional for a businessBusiness Response
Date: 03/03/2025
Office has honored their offer to reimburse the prep fees. The request was submitted to Accounts Payable on Friday, February 28th.Customer Answer
Date: 03/11/2025
Complaint: ********
I am rejecting this response becauseIt has been almost two weeks and I have not seen or heard anything about the fees no check nothing I'm sorry but if this was true I think I would of received it by now considering my federal amendment check was sent out on 03/03/2025 I received it on 03/05/2025 so id go as far to say I'm not accepting this until I see a check or hear from someone I've called the local office twice and the 1-800 number to basically be told they have no information and then proceed to hang up this is getting ridiculous I work full time I should not have to go after this company like I'm watching a toddler just to get my fees back for a GUARANTEE!!! it's now 03/11/2025 and still nothing absolutely unacceptable
Regards,
******* ***********Initial Complaint
Date:02/05/2025
Type:Customer Service IssuesStatus: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.
Do not use Jackson Hewitt, they will mess your taxes up then won't make good and will not return a call and no number to call for help even customer care says we don't have a boss and if I did I don't know there name and will not pass you over to management and then they will put a nation wide block so you can't call them to get things straightened out ! HELP !! THIS COMPANY IS A SCAMBusiness Response
Date: 02/12/2025
This is a Franchise Location: Contact person is ***** (270) ****************************************************************************************************************************Initial Complaint
Date:02/04/2025
Type:Product IssuesStatus: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 3, 2025 I went into Jackson Hewitt in ************* (receipt #GWE13144) to get my taxes filed. ***** ****** began to file them. I was in front of her for a non itemized return for 3.5 hours. She was very nice however she was confident or capable of doing them by herself. She had to call multiple people including the district manager *****. Mrs. ****** told me that ***** was going to refund the preparation fees and that it would be done the next day. I called the next day to inquire (I have yet to be able to speak with *****) and was told that he was not going to refund the fees but would send a gift card for $100.I feel that since the experience was so bad and since Mrs. ****** told me that in the presence of another employee that I should receive the refund.Business Response
Date: 03/10/2025
The office spoke with this client regarding his concerns. The client was offered a discount on next year's return but declined the offer. The return was done correctly and so the office did decline to refund the fees.Initial Complaint
Date:02/04/2025
Type:Order IssuesStatus: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 used them to do my taxes they were supposed to direct deposit my money into my bank account a ******** account and instead they wrote out a check so that they can charge extra bank fees.i call them they had me go to the storefront where i had my taxes done and let them know.The worker in the store tells me the bank rejected the direct deposit i call my bank and they let me know that the worker was lying theres no way they would reject the deposit.i get my paycheck from Macys deposited every Thursday with no problem every week.Can yall help me please why is it that everyone and their grandmother gets to steal from me and nothing ********** just moving in at this address about 3 or 4 months ago and they send a check in the mail here this isnt a one family homeBusiness Response
Date: 02/05/2025
This is a franchise location. Contact person is Zaheerodeen (877) 580-*************************************************************************Initial Complaint
Date:01/26/2025
Type:Product IssuesStatus: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 tax pro was not very honest about what I was being charged. They also ignored an important message and requested call back along with using the wrong address on my federal return . I do not want to argue with them but need immediate attention on this matterBusiness Response
Date: 02/10/2025
The office spoke with the client and explained the fees and is researching the issue with the address on her return.Customer Answer
Date: 02/10/2025
Complaint: 22859546
I am rejecting this response because: there has been no resolution! my return has the incorrect address on it and also, the verbal disclosure of the fees is not what was on paper. My emails have been ignored and again, I am extremely disappointed in these things and there has been no errors on my return with a different company for 10 years. This is my 1st year using this company and it's been a nightmare
Regards,
******** ********Business Response
Date: 02/12/2025
After review of the client's account, the address on the return matches the address they provided to the BBB and that was on the 2023 return that was provided to the preparer to assist with filing the return. The office has advised us that they had a conversation with the client regarding how the fees was determined and that it varies from a quote.
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