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Business Profile

Tax Return Preparation

Jackson Hewitt Tax Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tax Return Preparation.

Complaints

This profile includes complaints for Jackson Hewitt Tax Service's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/28/2024

      Type:Order Issues
      Status:
      Answered
      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 3/22/2024 I received an unsolicited call from a Jackson Hewitt representative inviting me to schedule an appointment for tax preparation services. I informed them I already had an appointment scheduled with their major competitor the very next day (3/23/2024), at which point they offered me a special promotional offer of "pay no more than $199" which they said was for new customers only (like myself whom had used H&R Block the prior year). This sounded like a great deal as I had to pay more than twice that last year with H&R Block, and it didn't seem unreasonable as I remembered I was able to take advantage of a similar promotion 2 years prior. At no point was the promotion ever described as "pay no more than $199... ON FEDERAL TAX FILINGS". As a result I went ahead and scheduled an appointment with this business at their location on that very phone call.As hard as I have tried I have been unable to find this promotion or any of it's details anywhere online (at least for this 2023 tax year). On the day of my appointment (3/27/2024), I started off by verifying that I was qualified for the seemingly top-secret promotion, I was told it was fine and we begin reviewing my taxes. Once my filing was finally finished and it was time for me to pay they first they attempted to argue that the $199 promotion was only available to people at some ******* locations. I objected and they relented. But then they insisted the promotion only covered Federal Tax services, and informed me I still had to pay an additional $69 for State filing. Seeing's how I never found or was given any documentation detailing the promotion I was unable to argue, but left feeling cheated being forced to pay $268. I would like a refund for the $69.I do not blame my Tax Pro ***************************. This is Jackson Hewitt's fault

      Business Response

      Date: 05/20/2024

      I've attached a copy of our signage for the "pay no more" promotion. We do call campaigns, text campaigns and hand out flyers to promote this special offer. We clearly advertise that you pay $199 or less for FEDERAL taxes, as shown on the file I've attached to this response.

      State taxes are always charged separately, this is the same process as HnR Block, which the client used the year before. Some client don't need to file state taxes and some clients need to file multiple state taxes. State taxes are always offered as a separate service as they have different laws and codes and might be filed using different forms to benefit the client. We also do a recap of fees before signing and electronic filing happens. The recap of fees is given to the client, in a hard copy, with the clients tax paperwork. The charges are line itemized with details on the summary sheet. We provide all of this information to be up front and transparent with our services.

      I apologize for any misunderstanding with the client and hope to retain her services next year, as we still cost less than what she paid Block the year before. 

      Sincerely *********************, District Manager Jackson Hewitt. 

    • Initial Complaint

      Date:11/01/2023

      Type:Product Issues
      Status:
      Answered
      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.
      *********************** did my taxes on 9-26-2023. I paid $603.00 to the **** I have received a notice from the *** that I owe ******. Due by November 6, 2023. I phoned Jackson Hewitt today and was told that their computer system will not be operating until after November 6, 2023. This is unacceptable. I want the money I paid them back. Their service is lousy. Thank you.

      Business Response

      Date: 11/13/2023

      *********************** submitted ***************************** tax return for the 2022 tax season on 09/26/2023. We interviewed ******* and used all documentation provided by the client to prepare and transmit her tax return. ****** reviewed the **** summary with *******, and both the client and tax preparer agreed that all information was correct to the best of their knowledge. Any further correspondence between ************************* and the *** is unknown to Jackson Hewitt at this time. We would need to see any documentation sent to ******* from the *** to determine further actions. If a refund or liability was adjusted by the ***, than by law the client would receive an *** letter with explanation of changes made by the ***. Here at Jackson Hewitt we are committed to help our client resolve any and all *** letters. At this time we have not reviewed such documents. In order to respond, or comment on any legal on going *** situation, we first would need to see the documentation. We stand behind our commitment to help ************************* with her *** letter. We are here year round for her or any of our clients to review, help, and resolve these letters. 

      Sincerely *********************,

      Jackson Hewitt

      **************

      ******************************

    Jackson Hewitt Tax Service is NOT a BBB Accredited Business.

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