ComplaintsforJackson Hewitt Tax Service

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We paid about $500 to have our tax return completed and filed. They completed & filed our returns with huge mistakes costing us thousands of dollars in taxes we don't owe. I found their errors & When I brought it to their attention prior to paying pur tax penalty on ********** they said they would file an amended IRS return the following week. It's now ********* & no Amended IRS AND GA return has been filed for us! AND they don't/won't take our calls! We want a full refund of the $500 paid for the erroneous tax returns filed due to their fault and inept staff, amended CORRECT tax returns filed AND a second opinion or audit by another tax professional or the IRS to verify the amended tax return & original tax return. Respectfully, *** & ****** *******

  Business response

  05/31/2022

  Business Response /* (1000, 8, 2022/05/31) */ Tried to contact the complainant about the problem and left a voicemail message tp call us back. This is not the first time a message has been left. I have reviewed the tax return and have amended the return. We do need further information in order to finish the amended return, Business Response /* (1000, 12, 2022/06/07) */ We were able to talk to the complainant and husband on June ** Husband did not have much information we needed to finish the amendment. Asked him to have the wife to call us. She did call back and we reviewed the information that we had on file as asked by the complainant. We made the necessary changes including changing their address and filed the amendment. Explained to the client the refunds from the amendment would be mailed to them. I called Ms. ******* on June ** had to leave her a message. I let her know that the IRS had accepted their return and it would be ***** before they get their refund. Consumer Response /* (3000, 19, 2022/09/10) */ ***Document Attached*** What the company is saying is not true. They never talked to my husband after filing the initial claim in April. We have also recently received a letter from the IRS claiming we owe them $1800 or they will incarcerate us. Now we paid Hewitt-Jackson over $500 to do our taxes, then more to file them ... all on the GUARANTEE they are professionals and experts ... but I found their errors & requested compensation for their errors, but have NOT received any. Do O need to take this up in court? When they filed our taxes, they guaranteed a refund of tgeir fees if there was a mistake. And I found many! So, I requested in my first complaint 3 things and only 1 was completed. I do not recommend this company to anyone & I respectfully request re/opening this complaint or filing a new one. Thank you. Business Response /* (4000, 21, 2022/09/19) */ We did talk with consumer on June ***. She gave us the information to finish the amended return, including their new address in ******** The amended return was completed on June ***. IRS accepted the amended return on June **** Consumer was called and a message left that the return was accepted. I also informed the consumer that an amended return takes 16-20 to complete. The IRS site shows accepted just not processed yet. The document up loaded is not a letter from the IRS. The IRS does not send letters threatening incarceration letter on current year taxes owed. We have not been able to get ahold of the consumer. We have left a message about needing a copy of the letter. The office caller ID does not show any returned call.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to Jackson Hewitt Tax service, 1012 York Street in Aiken SC. We had pulled an ad up on line which stated a $59 cost for state and not more than $179 for federal return. The girl began to put our info in the computer. I asked her the cost and she said would not know until she got everything put in computer. She did all the paperwork and filed the return without even telling us the cost or how things were working out. She told us they could take the cost out of the refund but gave us no details. After they finished the return and printed the copies, she handed us a receipt that was for $59, state, $265.00 federal and a fee of $49.95, total of $373.95. The ad we had received on line was false advertising. Then I asked her what $49.95 was for and she said that is a fee for us taking the preparation cost out of your return. I nearly passed out, told her those details were not shared with us and that we were prepared to pay the cost of the return out of pocket. This is fraud as she processed it and went ahead and filed it with IRS without even telling us the details. I understand some clients might want that but we didnt, $50 is a lot of money for us just to blow. You have to explain details with people and not just force them to accept what you want. We did not want to have to do a corrected return with IRS. We certainly did not want a refund anticipation loan for $49.95 to be taken out of our refund. And now, IRS audited the return and we are in a delay for months. People need their money and delays like this is ridiculous. I feel like the tax preparer got a portion of that $49.95 fee and that is why she forced it and did not tell us about it until was too late.

  Business response

  08/12/2022

  Business Response /* (1000, 18, 2022/05/02) */ This complaint has just come to my attention. Apparently an initial letter was mailed to our Aiken store where wo do not typically get mail. Then I was out of town immediately at the close of tax season for a few days. However, I take the complaint from **. ******* seriously and want to rectify the situation. it is company policy that the $49.95 bank fee be disclosed to the customer. There is no way to know whether it was or if there was a miscommunication. The fee does go to the bank and not the preparer, so no particular motive on our preparer's part to sell it. So to be fair to **. ******* I'd like to refund all tax prep fees for the 2021 tax return. Please let me know if I should send directly to her or thru BBB. I apologize for the confusion and it's important to me that our customer feels she has been treated fairly. Thanks, Greg C**** Local Franchise Owner Consumer Response /* (450, 25, 2022/06/16) */ case # ******** Jackson Hewitt Tax service, the company did refund me the fees I paid to them and they did contact their bank and release my tax refund to me. Wanted to let you know the complaint was settled. For future customers, they should be advised of how this tax service works before they get hooked like we were. Thank you so much for your help. Sent from ******* ******* (***************)

*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. ↩