Business Profile

Tax Return Preparation

Jackson Hewitt - Tax Services of America, Inc.

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BBB Accredited Business A+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

Customer Complaints Summary

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

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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:01/24/2025
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.
My taxes had errors. I went to the office and they acted like they did not care. My problem was not fixed
Business Response
Date: 01/29/2025
This is a Franchise location. Contact person is ******* ********** *************) *******************************************
Initial Complaint
Date:01/21/2025
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 went to have my taxes done so I could get the refund advance, I usually file myself online for less then 100 bucks. I was assured I would definitely get advance since refund was so much and that the only reason I did this. Came time to Check out and was then told, *** before I ever started but after it was done, that I was being charged almost 700 bucks to file my very simple tax return. I'm the easiest most simple kind to file, I have no extras except kids and one w2, takes no time at all. Then I didn't get the advance as promised. But I still would be charged the same price as a complicated return, that is not right... they should not charge the same to file a simple return as they do someone with stock, bonds and assets. I begged them for a discount and explained I'm a single mom and need that 700 bucks, especially bc what am I paying for?? I can do them myself for less then 100. I talked to managers pand no one would help bring cost down. The lured me in, gave false promises, then robbed me of 700. I'm sick to my stomach over it
Business Response
Date: 02/03/2025
The local District Manager has contacted the three times and left voicemails with no response from the client. Client can return the District Manager's call to discuss their fees.
Customer Answer
Date: 02/03/2025

Complaint: 22841295

I am rejecting this response because: I do not have any voice-mail from the company, my number is 409'******** and I screenmy calls so now that I know your trying I will answer unknown numbers. I spoke to manager before filing my complaint and was dismissed and told those were the fees and nothing could be done. So if this is the same response please don't waste both our time. Thank you.

Regards,

***** ****
Business Response
Date: 02/19/2025
The office has tried to reach out to the client multiple times regarding their concerns. The office has been unable to reach the client and advised that they have left multiple voicemails requesting a return call to discuss. The office has not heard back from the client. Office advised the last call to the client was at 4:03 PM on 2/17/25. Client can return the call to the office, and they are happy to speak with her.
Initial Complaint
Date:01/21/2025
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.
We used Jackson and Hewitt for our 2020, 2021, and 2022 tax season for our personal and business taxes. We explained to ***** **** who was the tax preparer for all 3 years of returns that the initial year we opened a business. My husband opened his company 716 MOW of WNY and my husband is the only employee and I work at *******. Each year we paid for the guarantee that if our taxes were wrong they had to pay for them to be corrected. Well when we came to Jackson and Hewitt, we told ***** that we didnt know anything about filing business taxes and needed her to tell us what we needed to do, what we needed receipts for, what were a write off etc. We never owned a company before and we were clueless. She told us she would take care of everything. Well three tax seasons have passed and about mid November there was a knock at our front door and it was two members of *** sales tax looking for $3500 in sales tax that they didnt receive. I called Jackson and Hewitt and these people were clueless as to how or why this happened. I was given the telephone number to ***** ******** who is the District Manager for Jackson and Hewitt in my ************* area. All he kept saying after I gave him 2 weeks to call me back which he didnt I had to call him back; was we dont do sales tax the business has to do that . We argued back and forth but the bottom line is we were never told we had to pay sales tax it was never told to us by Jackson and Hewitt or by ***** ****. Our taxes were wrong 3 years in a row and we paid extra for the guarantee they are right or Jackson and Hewitt must pay for the wrong!!!!! We are in debt over $8000 for taxes we never knew we were supposed to send and charge our customers. I demand ********************** and ********************** reimburse myself and my husband for not knowing the tax laws and for causing an embarrassing situation which now we had to hire a CPA. They must stand by the guarantee that we paid for and they need to educate their employees not to repeat this disaster.
Business Response
Date: 01/23/2025
Jackson Hewitt only preparers Income Tax Returns. Sales tax is not part of an income tax return. After review of the returns, the Income Tax Returns were prepared correctly.
Customer Answer
Date: 01/23/2025

Complaint: 22826874

I am rejecting this response because:

Regards,

****** K****
Initial Complaint
Date:11/26/2024
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 had my 2023 taxes done by Jackson Hewitt and I purchased the "Worry Free Guarantee". I received a letter from the *** stating that I owed $22.95 in interest and it is due December 2nd. Since I purchased the Guarantee, Jackson Hewitt is responsible for that charge. I called the office where I had my taxes done and they told me I had to call Customer **********************. I called Customer ********************** and they told me since they had no tax professionals there, I had to call the office where I had my taxes done. I called the office where I had my taxes done and they told me no one is working during this time of the year. When I questioned their existence, they told me they were there for training. Then they told me the only place open was the district office. They did not give me the number and they told me the office would call me back, probably today. It is over a week and I did not hear anything. When I called the office that did my taxes, I would get a voicemail. I drove to the office and it was closed. Now we are approaching the Holidays. I will end up paying the $22 to avoid more interest and penalties. Since I have to do that and the "Worry Free Guarantee" seems to be a scam, I expect my money that I used to pay for the "Worry Free Guarantee" be refunded to me.
Business Response
Date: 12/17/2024
The local office has reviewed the returns filed and advised the client why the interest was accumulated. This was not due to a preparer error but a balance due that was not paid by the deadline.
Customer Answer
Date: 01/03/2025

Complaint: 22601024

I am rejecting this response because:

This Complaint has not been resolved.

I went to get my taxes done and immediately showed the representative that I filed an extension for this tax return. The agent could see that there was no payment because I relied on the agent to know whether or not I owed anything, which they said i did and I paid what they said i owed. The agent should have known the correct amount. When I got the notice from the *** that I owed more money. I contacted Jackson Hewitt to inquire and told them the deadline the *** gave me and no one contacted me until well after the due date at which time they described why I owed the money. Since I had the worry free guarantee, which should protect me from erroneous information from Jackson Hewitt's agents and the nonchalant attitude from Jackson Hewitt's support. Their worry free guarantee should be corrected to say their worrisome guarantee. If I had not correctly worried about the integrity of Jackson Hewitt's contracts, I would be paying more. They did not explain to me why they were not honest with me about the false information I got from their agent or why they did not bother with me until after the deadline. They did not explain to me their poor behavior. The guarantee was a false contract and the monies I paid for it should be returned. Future clients may then see that you have some integrity in your contracts.

Regards,

**** Jo ******
Business Response
Date: 01/03/2025
The Worry-Free Guarantee only covers any adjustment to your refund/liability. The penalty this client was assessed was due to nonpayment of the liability on or before the tax deadline of 4/15/24. This payment should have been made with the extension. This is not preparer error, so it is not covered under the Accuracy Guarantee.
Initial Complaint
Date:10/07/2024
Type:Customer Service 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.
I have been trying to amend my 2021 taxes since June of 2024. My deadline is October 15 2024 and I will no longer be allowed to refile for the 2021 year. I have made numerous calls and sent numerous emails but I still have not gotten this resolved. A man in ******** filed my taxes last week and they were completely wrong. My tax advocate sent me an email letting me know what errors needed correcting and I am still trying to get help with this.
Business Response
Date: 10/14/2024
The office has worked with the client and corrected the return and resubmitted to the IRS. The return was acknowledged, and the client is satisfied.
Customer Answer
Date: 10/14/2024

Complaint: 22392553

I am rejecting this response because: as today is a holiday, I have not yet heard from my tax advocate as to whether or not this third refiling was in fact correct from the two previous incorrect ones. October 15 is the deadline and I should have a response from my tax advocate that morning and will reach out with that information.

Regards,

Allison Grant
Initial Complaint
Date:09/18/2024
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.
Hi used this service to file my ********* taxes. I received an audit and found they made mistakes. In May 2024, I bought this to their attention and it has yet to be handled properly.
Business Response
Date: 09/24/2024
We have assisted the client and covered the Penalties and Interest charged to the client.
Initial Complaint
Date:09/16/2024
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 have been filing my taxes with Jackson Hewitt for 10+ years now. This year, my information was input incorrectly when filing my taxes. I attempted at the time to rectify the situation, and visited their offices a few times. I also spoke to a general manager, and advised my address was input incorrectly and was told it didnt matter. Fast forward a few months later, and NY state was planning to mail me a check, they still had the incorrect address, which resulted in a delay in the check making its way to me. I reached back out to Jackson Hewitt once more, and filed yet another complaint with them. They offered to refund my my NY state filing fee, to which I declined, because both my state and federal taxes were filed with the incorrect address. I advised I was seeking a total refund on my taxes filing fees, given the circumstances. I had attempted myself to fix the situation, I had to go downtown and verify my identity in person, I had to spend multiple hours tracking people down, making phone calls, trying to fix their error. After speaking to ****** and advising her I was not willing to accept the $69 refund, she stated she would call me back after speaking to someone else. That was a month ago. I have sent countless emails to the escalations as well. They were responding in the beginning, however they have now stopped responding to my emails as well. There has been zero accountability taken in this situation, I have been attempting to seek restitution for months now, and no one seems to want to accept any. The way that this situation is being handled is ridiculous.
Business Response
Date: 09/19/2024
Office has spoken with the client and agreed to a full fee reimbursement.
Customer Answer
Date: 09/19/2024
[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: 11/08/2024

Complaint: 22290516

I am rejecting this response because:

I initially filed a complaint against Jackson Hewitt in September of 2024 regarding an issue with my tax return information. I was advised by Jackson Hewitt on September 19th 2024 that I would be receiving a full refund of my filing fees, that I would receive that check in 4-6 weeks. It has been 7 weeks I have yet to receive the check. I have tried a few times now to reach back out to the location and the following problems have occured. I spoke to someone at a local office on October 18th, I was told ****** was busy and couldnt talk on the phone, that employee said she would find out about the check and would call me back, I did not receive a callback. One week later I called again and spoke to that same employee, again I was told ****** wasnt available. I was transferred to someone else who said ****** was busy, that the general manager ***** would be the one to tell us about the check he made the final decision and she would get the answer for me. That employee informed me theyre open Tuesdays and Thursdays and she would call me back. I did not get a callback Tuesday so today o called them myself, no one answered the phone. At that point I called Jackson Hewitt ***** number, a customer care *** transferred me to a store location, the employee who answered the phone said the general manager was there but not available, I explained my dismay and requested an update on the check immediately, she told me to callback next week and talk to ******, I said that was unacceptable and that employee then hung up on me. I have yet to receive the refund I was advised I was receiving and not a single employee has assisted me in finding out if/when the check was sent.
Regards,

******* ***********
Business Response
Date: 11/12/2024
Check has been requested and will be released by the beginning of next week.
Initial Complaint
Date:08/25/2024
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.
Went into Jackson Hewitt that was located inside of a ******* filed my 2022 taxes during the filing process I handover my W-2s, etc., on my Palco W-2 I mentioned to the person that this job Non-taxable income pay the fees find out I owe the *** $3500 so I do my taxes in 2024 on my own. I find out that Jackson Hewitt had filed my taxes incorrectly and because of that I Owed the *** $3500 because they failed to put the income of the first job which is a caretaking job as non-taxable according to *** rules so I have them file amended tax return while I was at the office filing said amended return the person there and I quote I have witnesses. My mom was there and witnessed The employee state that Jackson Hewitt has known of this employee from the ******* location making the same mistake again and again and again and that I wasnt the only one he did that to so I then call the *** after the 16 week wait. To find out not only did they s**** up my first tax return that I did with them but also the amended on the amended return, they corrected the first issue, but then introduced a whole new problem. They put ******* stores **** which I worked for as non-taxable income even though it is taxable income Because of this mess up my Amended tax return is being held up and the *** also told me to not file another amended return because now I cant even trust the company and also that it would cause further delay. All I want is for Jackson Hewitt To do the right thing Give me back The $3500 for the tax return that was screwed up by your professional ********** Who Filed the amended return has been just like corporate non-helpful at all Only thing that was offered was to take a certain percentage off my next tax return no I dont want that. I want Jackson Hewitt to man up and reimburse me for their mistake. The entire 3500.
Business Response
Date: 08/26/2024
This is a Franchise Location. Contact Person is *********************** *************************************************************************************************************
Initial Complaint
Date:08/07/2024
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.
In February of 2024 I went to the local Jackson Hewitt tax office to do my taxes (First Time with Jackson. ***** took longer that anticipated and called 4 to 6 weeks later to see what was going on. They told me everything was fine and to wait. I waited and waited finally in June IRS told me my taxes were denied due to a Form that was not sent to IRS but provided, form was to verify medical insurance. We had to wait another 3 weeks to get the letter from IRS and faxed them the form they needed. Called IRS 2 weeks later to confirm they received. it. (YES they did). Had to wait another 3 to 4 weeks to get approved. Finally August 7 $481.11 was deposited into my account. Teh full refund was supposed to be $822.49. Call IRS and spoke to ********************* and she verified that $822.11 was supposed to be refunded. She verified employee ***************************** at Jackson Hewitt stole the money. I would like a full refund of the full amount owed. $341.38. The agent at Hewitt Jackson who prepared our taxes told us it would be ****** for the preparation of the taxes.
Business Response
Date: 08/22/2024
We have worked with the client and have come to an agreement and released a concession to the client.
Initial Complaint
Date:07/21/2024
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 father went to get his taxes done here at the ************* location and in the middle of the woman doing his taxes she said she had to leave and had her son finish it off. I understand things happen however this made his tax check get messed up. My father was supposed to get his taxes direct deposited and either the woman or her son chose that option for state taxes but chose a paper check for federal. It has been months and my dad has gotten his tax refund check stolen from the mail THREE TIMES. My dad stressed to the woman preparing his taxes that he has an issue with neighbors stealing his mail and that it is vital he gets direct deposited. We have tried getting the checks reissued by the *** and the third recent reissued check was stolen. It is being stolen before being scanned in to informed delivery at **** so there is literally nothing we can do. A rep from the *** said we cannot change it to be direct deposited. We have tried calling Jackson Hewitt corporate office for help and they gave us a number to call to speak with someone about this matter and they have not answered regardless of us calling several times per day for the last week This mistake was caused by Jackson Hewitt so they should be helping my father get his refund fixed to direct deposit. Absolutely ridiculous and absurd that this company takes your money and then goes ghost when you need help because of THEIR mistake. Unprofessional and ridiculous.
Business Response
Date: 07/25/2024
Office has worked with the client directly and resolved part of the issue. Franchisee is working with the client with the issue of the *** check.

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