Business Profile
Tax Return Preparation
Jackson Hewitt - Tax Services of America, Inc.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:04/11/2024
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.
Despite my immediate feelings when I entered the storefront office I decided to stay. The young lady that assisted me was very nice but did not seem to have any tax knowledge. I was told that the process would take around 30 minutes but my wife and I were there for just under 3 hours. She did not tell me that I could pay for the services at that time and save 80 dollars on their "deposit fee". After giving us an amount for our Tax Refund I questioned that amount because it seemed a little high. I was assured that it was correct. I was called the next day and was told that there had been an error and that I needed to come back. I did so and there was a correction made. After a couple of weeks I received a direct deposit from the *** but it was less than half of the amount that was calculated by the Preparer. A few days later I then received a letter from the *** stating that an error had been made with my filing and that I was not entitled to the balance and that I could file an appeal. I returned to the office and again I was treated well and was told that the issue had been resolved. I few months later I again got a letter from the *** stating that the correction was not sufficient and that per their audit I was not entitled to any of the refund and that I owed that entire amount back. I called the *** and after three days and nearly 8 hours of being on hold I was able to speak with a person who told me that the Preparer had made a mistake with how my student dependents were entered. I took this information back to the ********** and they again made a correction and filed it. I was again contacted by the *** by letter and it was again rejected. This has been going on for a year now and I requested to speak with a manager and was given a name and a number. I have called 4 times and left messages but have had no returned calls. I requested that my money for the services br returned per their policy but it has not. I was told that they "messed it up in the system".
Business Response
Date: 04/16/2024
We have spoken with the office and the client. We found that a check that was requested to go to the client last summer to cover Penalties and Interest plus a fee reimbursement was stuck in our old check system. We have processed the request, and a check has been released to the client at their verified mailing address.Customer Answer
Date: 04/17/2024
[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:04/03/2024
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 set up an appointment to file my taxes with a Jackson Hewitt representative 3/21/24 at this location inside ******** ******* took care of me, and scanned in all my tax information. She also took my drivers license and social security card while filing. I received all these items back before my appointment was done. She said however, she needed to have one of her superiors take a look at my tax information to double check it for errors. She set up a follow up appointment with me to finalize my taxes and do the final signing on 3/28/24. She did not show up for this meeting, however. I found out from another couple that was also there for the same reason she did not show up the day prior. I was not notified about the no-show, nor offered another follow up date. No one has answered any of my calls when I call the establishment or try to follow up. I am afraid with all the information that was scanned into the system my identity is in danger. I do not have any further information on the associate besides her name being ******* and she was an African American female, working as an independent. They should not be allowed to advertise tax returns if they are extremely unreliable.Business Response
Date: 04/09/2024
We have discussed the client's concerned and advised that any documents that are scanned are secure in our system. We did provide the client a concession for the appointment that was made, and the preparer was not available.Customer Answer
Date: 04/09/2024
[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:04/02/2024
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.
On Feb 19, 2024. I went to the Pontiac location and filed my taxes. Rochelle was the preparer. She asked for my Id and w2. She did the work and handed me paperwork. I asked how much was it she told me 709 and that she had already submitted it. I told her I had a coupon but I thought we’d go over the taxes and I’d sign prior to her submitting them.
Around March 15 I received my state income taxes. The took out their fees and sent me 614.
On March 19 I make an appointment with the ********* location because I still hadn’t received my federal. I go in and Reba tells me that Rochelle put in an amount nearly 3000 more than what I paid. She call a lady named Pat to amend it. Now my expected return is 3,000 less than what was originally expected. Reba also told me she’s had to fix multiple problems with that location. She stated that Rochelle over charged me by $300. Reba said I can’t get a refund for the money im out of, I can just get a discount next year. Well im not going back next year so im out of the money? I spoke with Pat last week. She told me the a refund is up to the owner and they are not working until April 9 or 11 because of a religious holiday. It’s April first and still nothing. I can’t get a person on the phone when I call. When I call the 855 number it automatically hangs up. They promise so many options for taxes and security and I feel like I’ve been scammed and screwed.Business Response
Date: 04/04/2024
This is a Franchise location. Contact person is Patricia J.. (***) ***-**** **** ******** ****, *********, ** *****Initial Complaint
Date:03/18/2024
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.
I filed my taxes with Jackson Hewitt ********** office. They KNOWINGLY filed me under the wrong status without my consent or knowledge. When I found out I told them to fix it. They refuse to fix my tax return and keep telling me the district manager ************************* will call me back and he never calls. They are all rude. I am getting my attorney involved.Business Response
Date: 04/09/2024
We have made multiple attempts to reach the client, but we have not been able to connect with them. If the client would like to discuss this matter, ********** number is **************.Initial Complaint
Date:03/12/2024
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 filed taxes with Jackson Hewitt this year and the tax preparer over talked me never told that I would be charged over 500$ for 10 minutes it took to file my taxes. Secondly there was a error in filing on there part and now I have to verify my identity and that takes over 9 weeks before it gets sorted outBusiness Response
Date: 03/13/2024
This is a Franchise location. Contact person is ************************* ************** **************************************************************************************Initial Complaint
Date:03/12/2024
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.
Jackson Hewitt charged me for 2022 and 2023 tax preparation. To date they have not even sent me a receipt for the ****** I was charged. The ****** claimed I should have had that information available on my JH account. As it was not available I was directed from the 63rd st ****** to call ************. Upon calling that number I had the approval to do a conference call with the corporate ******s as well as with the local ******. When I merged the calls and asked the person from corporate to clarify why they didn't have the information the local ****** advised they should have the lady from the corporate ****** disconnected the call. When I called back to that same corporate number I explained to the representative all that had just occurred and asked to speak to a supervisor he then just randomly transferred me in the middle of talking to a lady on the phone and when I said hello she disconnected the call. I called back to the local ****** to inform them of what had just happened and to let them know I was going to be disputing the charges.Business Response
Date: 03/12/2024
This is a Franchise Location. Contact person is *************************** ************** **************************************************************Initial Complaint
Date:03/05/2024
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.
Due to a family emergency, on 2/1/2024, I decided to use Jackson Hewitt tax preparation services because they advertised that they offered same day advance refund loans. For years, I have filed my taxes returns and even worked for Intuit/TurboTax to assist others with filing their taxes returns. Just like many of the other complaints, I fell for their scam out of desperation. I had already self-prepared my taxes prior to meeting with the Jackson Hewitt representative, so I knew exactly what my refund should have been. Instead, once the representative completed my tax return it was approx $1000 less than my prepared figure AND they charged $795 preparation fees!!!--Red flag #1. However, due to my family emergency, I agreed to let the rep submit the filing so that I could get the refund advance loan. The representative then informed me that I would have to wait up to 24 hours to know if I was approved for the loan, and was given an AmericanExpress temporary Serve card for funds to be deposited onto--Red flag #2. Within the hour, I received a text message that I was not approved for the loan. So I was out of more than $1795 for nought!!!--Red flag #3. I immediately called the Jackson Hewitt representative and asked my options since everything was a total loss. The Jackson Hewitt rep said that nothing could be done and apologized. I was so ****** at this point...I tried to call IRS, non-profit tax preparers, and anyone that would listen, but it was obviously a Huge ****** to never use this company again. Then I read the Terms of Service for the AmEx Serve card which indicated once you activate the card, there would be a monthly fee!--Red flag #4. I put the temporary AmEx Serve card away in disgust, figuring as long as I didn't activate the card, I wouldn't have to worry about the fees accruing...WRONG! After receiving the permanent Serve card and getting notice from Jackson Hewitt/Serve that my tax refund had been loaded, I activated the card-$5 fee! SCAM!Business Response
Date: 03/20/2024
We have worked with the client and clarified information. We have also offered the client a concession for miscommunications with the Serve Card product.Initial Complaint
Date:02/27/2024
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.
Didn't send my state taxes yet I already got my federal tax back and my state wasn't filed yet and the office always closed no one never opens anymore I missed work cause the manager promised me she would meet me to sign but never came to store I paid for service already I should be able to get my money for that backBusiness Response
Date: 03/08/2024
The office has assisted the client and the return has been filed free of charge.Customer Answer
Date: 03/08/2024
[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:02/26/2024
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.
This tax scam company is ridiculous they charge me $777 to complete taxes the workers are hired are **** addicts and rude they do not complete the taxes correctly. I am demanding they do not charge me fir this poor service. I was lied to never called back and had to go above and beyond my way to fix my the situation. I am demanding a call back.Business Response
Date: 02/26/2024
This is a Franchise Location. Contact person is ************************* ************** **************************************************************Initial Complaint
Date:02/24/2024
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.
Last tax season I did my taxes at the Jackson Hewitt office above and the woman who did our taxes messed Up so much that we were contacted by the irs 3x. She would not listen to me at all. We filed in January and did not receive anything until April I believe. I was in constant contact with the district manager. He assured me that I would receive a refund for the fees we paid as a reimbursement of the fees we pain for the inconvenience from all the problems with the taxes. I continued to reach out to him but have no longer been able to reach him. Calls to the store he usually works from go unanswered and messages from the workers are apparently ignored. I am disappointed. They used to be a wonderful company.Business Response
Date: 03/08/2024
We have attempted to contact the client multiple times via phone and email. The client has not responded to our attempts to assist them.
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