Business Profile
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:07/07/2024
Type: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 had questions re: a form that should have been included in my paperwork from our tax preparation. I have called and left messages and no return call. I have tried the online chat and was told they didn't understand the question? This is a time sensitive issure!
Business Response
Date: 07/22/2024
The office worked with the client and sent a copy of their return to them so they would have all the forms that were filed for them.Initial Complaint
Date:05/28/2024
Type: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 was charged over 500 dollars to file my taxes only for them to be filed incorrectly. I'm active duty military and not a citizen of the state I'm stationed in. My filer didn't attach my LES or orders with my tax return which resulted in the state of Hawaii sending my household a bill for several thousand dollars in income tax we don't owe. I've been trying since last week to get a hold of the location I filed at and no one answers/no VM. I was given a number to the district manager who doesn't answer the phone or have a VM either. Alternate numbers to their offices didn't also didn't work. This is an insane amount of money to pay for a mistake I could have made myself for free, and there is no way for me to get ahold of someone to ammend my taxes from this office to fix it as they don't answer their phones, have VMs or honor their posted business hours.Business Response
Date: 06/06/2024
Office worked with the client to process a free amendment and corrected the issues on the Hawaii Return.Initial Complaint
Date:05/28/2024
Type: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.
Had the Jackson Hewitt office in *************. prepare my taxes for 2020. They told me, I needed to amend my taxes for 2017, 2018, 2019 as well, because my wife received a lump some SSD payment in 2020. This lump some payment covered money owed to her, for the years 2017, 2018, 2019 nd 2020. So, Jackson Hewitt amended our taxes and we paid according to what they determined we owed. Turns out, they gave us wrong advice. We should not have amended those years, but paid all the taxes owed for 2020. 2 years later, the *** came after us for the taxes owed, plus interest and penalties. We have tried for months, to contact Jackson Hewitt, as they guarantee their work. Anytime we do talk to some one, it's the wrong person and we need to talk to that person. Only, that person does not return phone calls and is never in the office. Their guarantee seems to be worthless and we are out thousands of dollars.Business Response
Date: 06/14/2024
We have worked with the client and agreed to a reimbursement of fees and coverage of the interest accrued under the Accuracy Guarantee.Initial Complaint
Date:05/01/2024
Type: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 gave our returns to a lady at the ******* location in ***************, along with Drivers Licenses.This was on April *******. She said it would take a couple of days. I never received a call from anyone. I began trying to reach out to them and always got a voice mail. I had to go over their heads to get a proper phone # to reach someone. They begin to tell me that they called may times and I never answered. They say they left a voice mail. none of which is true. I take care of apartments and always answer my phone or if I miss a call I return it. The go on to tell me that on April 19th of 2024 the shredded all my tax papers, because I never gave the a copy of the Dl # number. which is another lie. They said they would have someone higher up return the call and speak with me they never did. Some one else from a different location called me and tried to find out why they shredded my papers. This is so unprofessional . She said that the paper should have never been shredded. I filed with them the year before so they had my phone # on those papers if they were not able to contact me because the lady wrote down the wrong number or for whatever reason. The lady that did finally call me was very nice but what could she do. I should have at least got an apology from the girl that took my paperwork and messed everything up. But that did not happen. I hope something is done about this.Business Response
Date: 05/03/2024
Office reached out to the client to offer a concession for the mishaps, but the client has already filed elsewhere. Office did offer further assistance in the future if the client would like to return.Initial Complaint
Date:04/25/2024
Type: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 filed my taxes on April 3rd 2024 at wal mart location. I have been checking for weeks on a update on what is going on because for some reason it was filed as a paper return. I have only just found out I was supposed to have signed and mailed it myself on the phone after 7pm when offices are closed. It is april 25th 2024 and barely being made aware of this and have to wait until they open up and hope someone can help tomorrow. This business seems shady there seems to be no managers or anyone who can help with this situation.Business Response
Date: 05/03/2024
We spoke with the client who advised that they have confirmed that the *** did receive the return and advised that they no longer needed our assistance.Customer Answer
Date: 05/03/2024
[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,
*********************************Initial Complaint
Date:04/25/2024
Type: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 was grossly overcharged for filing my tax return and my taxes werent filed correctly after I gave the agent all of my information. Now I cant find anyone to help me fix this and I was told to call the **** I paid 1300 to have my taxes filed incomplete and not even filed in the right state and missing my state tax filings when I have never paid over 150 per year for my state and federal tax filings. I have not paid 1300 combined in all my years of paying taxes.Business Response
Date: 04/26/2024
This is a Franchise Location. Contact person is *************************** **************. ************************************************************************************Initial Complaint
Date:04/19/2024
Type: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.
02/02/24 For some reason JH filled an unauthorized charge against my bank account. To be honest I don't even know how they got the account info. Later in the month they took an agreed upon among for payment of tax filling.The local rrp is ducking my calls. Need help!!!Business Response
Date: 04/29/2024
Office is working with the client to resolve the double charge. Office has agreed to reimburse with proof of payments.Initial Complaint
Date:04/19/2024
Type: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 did drop off of my taxes on 4/3/24. i was to be called 4/5 when complete. No contact. I called 4/8 and 4/9 left messages. No return contact. Went to offices on 4/10 and 11. Office closed. Tried going through chat and call function on website, They said to go when office is open. Had my taxes done at other office. I called and spoke to someone in ***** (phone forwarded) They refuse to mail my documentation, and said office was open 4/17 for me to pick up my originals. Office remains closed. I have left another message with no return response. I do not feel my documentation is safe, and would like it returned.Business Response
Date: 04/25/2024
This is a Franchise Location. Contact person is ***************************. ************** ***************************************Initial Complaint
Date:04/18/2024
Type: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.
II have been doing my taxes with Jackson Hewitt for a few years. I go to the location on ************ in ******** **. Last year it went up to over $500 with no explanation. This year I went back, against my better judgement, and ended up being charged over $700. I was not told the fees until after I signed and while in the middle of doing my taxes the tax preparer took a personal phone call on his cell. He asked me a couple times if that's how some information should be put in the computer which is funny because I don't know that's why I pay to have a tax preparer do them. I was so tired from holding my 1 year old niece the whole time I just wanted to get out of there. I just can't wrap my head around why they are charging different prices for different people for the exact serviceBusiness Response
Date: 04/19/2024
This is a Franchise Location. Contact person is ***************** **************. ************************************************Initial Complaint
Date:04/16/2024
Type: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 original documents are lost The preparer lost personal financial information.Very disorganized and did not seem to be the least bit concerned about it This information Includes my social security number My address My financial information for the year This is unprofessional and could lead to my information being out in the public for anyone to steal my financesBusiness Response
Date: 05/06/2024
The office has worked with the client and agreed to a reimbursement of fees and also offered to cover Id Protection for the client if she chooses to purchase a policy.
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