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:02/22/2024
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 the Jackson Hewitt website on Jan 29,2024. I had the fees taken directly out of my federal refund. The amount was ***** dollars that was to cover by Federal and State. I filed my Federal that day, but the site gave me a response stating I couldn't file my state yet due to there was an updated needed by the state. I went in a few days later and all of my information from my Federal return and State were gone. I began calling this number ************** was informed no one there could help I had to send an email I sent multiple emails and no one could help. Today Feb, 22,2024 I attempted again to get a resolution after numerous attempts prior, I was given the number above stating this was the corporate number untrue it is a call center. I googled the corporate number ************** and got recording stating this number is not set up to receive calls. I now have to pay yet another fee to fill my state taxes and no one at Jackson Hewitt seems to care nor can assist on either finding my returns or refunding my money. I feel this has been a huge headache and would like someone to help me.
Business Response
Date: 03/01/2024
We have worked with the client and assisted them in accessing their account. Client is satisfied with the assistance and was able to complete their filing.Customer Answer
Date: 03/01/2024
[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:02/21/2024
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 used Jackson Hewitt service today. I paid for the service. It was the tax file online service. I was logged out and unable to log back in. I called contact information on their web site multiple times. Each time they say they cant help me. They don't support efilers. I paid for a product I can't use nor did I file my taxes due to not able to log into their system. I sent email no response. I requested a refund, the customer ********************** said they don't help efilers. Can you help me obtain a refund?Initial Complaint
Date:02/19/2024
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.
Jackson Hewitt has overcharged me for my tax preparation.2023. They charged me 545 dollars to file a return. They would not give me an itemized reciept or report for what they are charging me for. That would be because they are crooks. They think that no one is paying attention but I am and have started a class action suit . Not one person from that office will give me a breakdown of what they are charging for but they dont have a problem taking my money and telling me I owe 500 dollars for their efforts in prepping my taxes aftef they filed it.Business Response
Date: 02/26/2024
This is a Franchise Location. Contact person is *************************** ************** ***************************************************************************Initial Complaint
Date:02/13/2024
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.
Hello,I had Jackson Hewitt do my taxes last year. This year I did them myself. Unfortunately they were rejected by the *** because I dont have last years adjusted gross income - ***. I logged into Jackson Hewitts website with my credentials and found that there is no paperwork uploaded!!! I checked my email from last year and they were never emailed to me. I have left several voicemails for **** the district manager to please call me back so I can go onto the tax website where I did my own taxes type in the *** from last year and have them accept my tax return. She has not called me back. Ive also tried to call the location. I had them done on **************. *******, ** last year. When I call Im hung up on because there is no one available. I cant have my taxes submitted because I cannot get this one piece of information nor can I call get a call back I want a call back with my requested information. That is my information that Im *********** have. The complete disregard for my issue and not calling me back is horrible. Not to mention there was a big mistake made on my taxes last year that I caught and had to have someone fix over the phone before I got in trouble for it. I did not file a complaint about that but I am about this. Thank you.Business Response
Date: 02/19/2024
We have assisted the client with obtaining her AGI from her previous years filing and her return was acknowledge by the IRS.Initial Complaint
Date:02/07/2024
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.
Jackson Hewitt Store #***** Filed my taxes with us reviewing it, Signatures, and in a different language. (Spanish). The *** has already excepted the filling without signatures. This is not the proper procedure and I find it illegal.Business Response
Date: 03/06/2024
The office met with the client and went over all his documents. The client was satisfied with the assistance offered to them by the office.
Initial Complaint
Date:02/06/2024
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.
Serve unprofessional and is why I will never use jackson hewittBusiness Response
Date: 02/07/2024
This is a Franchise location. Contact person is ********************* ************** *************************************************************Initial Complaint
Date:02/02/2024
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.
Jackson Hewitt has filed my taxes for the past 5 years and last year they submitted my w2 from 2021 and they were supposed to submit my 2022 and now Im getting paperwork from the irs saying if my w2 is not submitted correctly this year they will suspend me filing for 2 years and if its not done correctly again they would suspend them for 10 years. I have the paperwork from the irs to prove it. I can not reach anyone there and I feel like they need to handle there mistake this could mess me up with my refunds for along time and they are professionals and that is why I pay themBusiness Response
Date: 02/02/2024
This is a Franchise Location. Contact person is *************************** ************** ******************************************************************Initial Complaint
Date:01/29/2024
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 went to Jackson Hewitt for their refund advance. The tax lady entered the wrong banking information for me , even though I should her my account and routing number from my ***** Fargo app. So instead of direct deposit and "funds within 1-4 day" I have to wait until the funds are declined and then they will send me a paper check with the advance refund. Then I have to wait for the *** to send to my account and be rejected and wait for them to send a paper check. The whole point of paying ****** was to get the advance refund." Now everything is going to take longer than me filing regularly with turbo taxBusiness Response
Date: 02/07/2024
We have addressed the client's concerns about his refunds and offered the client a concession for the extra work he did to fix the issue.
Customer Answer
Date: 02/07/2024
[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:01/29/2024
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.
Very unprofessional when I called to get information the guy that answered said I dont know and wouldnt get me anyone else that could help me. I made an appointment online for 10am the worker didnt show up until 10:30. They have advertised an advance up to $6500 they did not tell me as a new client I would most likely get a very low advance so I paid $650 to get my taxes done and they gave me a $500 advance. If they would have said your going to get a low advance because your a new client I would have left. Ive called the corporate number and the bank they work with and no one would help me just said it is what it is nothing we can do. One guy even answered and when I said I wanted to make a complaint he sighed and hung up on me. Then I finally got ahold of someone at corporate that is putting in a complaint but they are so unprofessional Im sure nothing will be fixed. They also advertise you pay nothing when you file and they take the costs out of your return what they dont tell you is they charge an additional $50 for doing that. They also told me if I did direct deposit into my account it would take **** business days so they put the money on their prepaid American Express card which I cannot use most places my bills dont except American Express and Im going to have to pay a lot Of money to get MY money off that card.Business Response
Date: 02/02/2024
The office has advised that they spoke with the client. They have explained and apologized for the confusion of the products that are offered.Initial Complaint
Date:01/27/2024
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 had my Federal and ********************) taxes completed by Jackson Hewitt Tax Service on 3/30/2023. The Tax Pro was **************** located at *******************************************************On April 12, 2023 I received a NOTICE OF CHANGE IN TAX RETURN from the ***************************** notifying me my return was incorrect and they made the adjustment.The initial return stated I was to receive a State Refund of $67.00. However, since ********************** made an error and I now owed $231.00 plus $4.34in fees, for a total of $335.34. I have been in contact with ******, who Im told is the supervisor at the location I went to. She on numerous occasions told me they would take care of it. However, nothing has happened. I contacted her again and she suggested I pay the taxes and Jackson Hewitt Tax Service would refund me and I should get a check in 6-8 weeks. Its now almost February **** and still not check received.Would you please look into this immediately and send me the $235.34 which I am due.Business Response
Date: 02/07/2024
********** has looked into this matter and realized that the check was overlooked. The request has been submitted and pending release to the client. ********** has been trying to reach the client to let her know that the check is on the way and apologize for the delay, but they have been unable to connect with the client.Customer Answer
Date: 02/08/2024
Complaint: 21208392
I am rejecting this response because: I have not received any communication from Jackson-Hewitt, no email, no text message, no phone call and no check. My phone # is ************; email is ****************** and home address is **************************************************************
Regards,
*************************Business Response
Date: 02/09/2024
The client's check is in the process of being released from our Accounts Payable department. Checks can take up to 4 weeks to fully process.
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