Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for Jackson Hewitt to amend my return from 2023 and went in to do my return for 2024 and still hasnt beendone. Got a letter from the *** saying that I owed money from 2021 that they did and I shouldnt owe money. I dont make ****** a year I care for my disabled brother *** IRS saying that I owe them $5000 that I do not believe that I owe them the Tax the lady at the tax office has supposed to be working on this since last year and I had my taxes done and now the *** will take my refund if they do not fix it. I have called and left countless messages with the office manager.

  Business response

  02/19/2025

  The situation with Ms. ***** arises from the fact that she and her stepmother both claimed her disabled brother. Ms. ***** was first aware of this on 8/28/2023 when she received a letter from the *** stating she owed over $6000 for her 2021 return. She made an appointment for 8/30/2023 to bring the letter to the office for us to address and the appointment schedule shows she was a no-show for the appointment. She has since tried to claim this brother, and each time, the *** has removed him as the stepmother has claimed him. We still have not received a copy of the first letter. We finally received a copy of her last letter from the *** on 08/19/2024, on 01/29/2025. Below are a few of the interactions we have had with Ms. ************* ***** came in and completed her 2023 return 1/ 17/2024 via remote e-sign, and we heard no more about the *** until 2/29/2024 when she called about the status of her 2023 return. Via the *** page, the return was still in process, and a date will be provided when available. The client hung up before she could be told. On 3/4/2024, the client called to check the refund status. *** is still stating received and processing. I did advise the client to log into her ***** account to see if there are any notifications. If not, I suggested that she give me a bit more time. The client was ok with that. If she needs help, she will call back.
  On 3/27/2024, the client called saying she got a letter telling her she needed to return to the *************** She did not have the letter with her to read to me. I looked her up on JH and ******* and did not see them asking for anything, and both said processing. She wanted to do a walk-in at ***** on her way to ********* this afternoon. I looked at their schedule, and they showed that they were free for the next couple of hours, so she was heading to show them that letter. There is no evidence to show her coming to the office.
  A preparer tried to reach her on 5/15 to get her to sign Form 8821, Tax Information Authorization, so we could call the *** on her behalf. No answer and the preparer left a voicemail asking her to call. She called on 6/18 and came to the office on 6/48 to sign 8821.
  On 6/24/2024, a preparer spoke with an *** agent, Mr. ********* (ID# ************ and was advised that the 2023 return is held up in processing. It is in error resolution on the *** side of things. The return was past the time frame it was supposed to be finished, and the agent is requesting to move the account forward. They asked for 30 days from today. If the client has not received the refund or another notice, I will call back for an update.
  The client called less than two hours apart on 7/24/2024, asking about her refund. It was not until I spoke to the *** on 8/5/2024 that we had the information to tell the client that the *** disallowed the child tax credits and additional child tax credits as part of her refund. That zeroed her refund. The *** has a letter that is scheduled to be mailed on 8/7/2024 explaining. The client stated that her dad might have claimed her brother this year. She will bring the letter to us when she receives it.
  On 8/14/2024, we spoke with *** agent Mrs. ******* ID # *********** and was advised that the client's 2023 return was reduced, and then the remaining was applied to a past due *** tax obligation for the tax year 2021. The original refund amount was supposed to be $5543. After the *** review, they disallowed EIC, reducing the refund to $1548. I was told the client needed to file form 8862 with her return, and it was not filed. The client still owes the ***, so she needs to contact them to determine the amount and set up a payment plan or pay in full. The client should receive a letter. I tried to call the client to let her know what I had found out, but there was no answer. I left a voice mail asking her to contact us at our 855 number.
  Ms. ***** returned on 1/22/2025 To complete her 2024 return again, trying to claim her brother. She brought the letter dated 8/19/24. We finally talked with the *** on 2/18/ 2025 after being told the call volume was too high on 2/14/2025. On 8/14/2024, we spoke with *** agent Mrs. ******* ID # *********** and was advised that the clients 2023 return was reduced, and then the remaining was applied to a past due *** tax obligation for tax year 2021. The original refund amount was supposed to be $5543. After the *** review, they disallowed EIC tand reduced the refund to $1548. We were told the client needed to file form 8862 with her return, but it was not filed. The client still owes the ***, so they must contact them to determine the amount and set up a payment plan or pay in full. The client should receive a letter. I tried to call the client to let her know what I had found out, but there was no answer. I left a voice mail asking her to contact us at 855 number.

  Customer response

  02/19/2025

  I was able to speak with them yesterday afternoon she told me that they finally got through to the *** and was discussing the matter and said that they were going to send me a letter stating what had occurred in the 2021 return everything that she said mostly was true. Some of it wasnt Im the one thats been trying to pursue them to file these papers theyre the one who on their end has been taking their time as you see these dates how long its been taking me to get this matter resolved but hopefully when we get this letter, I gotta take it to them and she fixes it. She said its like putting together a puzzle so hopefully they honor. Theyre a word and get it fixed for me. Thank you so much for your help.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent 4 hours in the *********** location, only for the rep to enter my social security number wrong on my return. I spent my entire day with this lady and spent Uber money to get there. Also during my visit another gentlemen came into complain about her doing his taxes wrong as well. I am not looking to get it corrected. I will go to another tax person. I do not want them to file anything on my behalf.

  Business response

  06/12/2024

  working on this now to see how we can resolve.

  Business response

  06/12/2024

  Social Security Number was updated on 06/11/24. Waiting to see if anything else is needed to resolve the issue.

  Business response

  06/12/2024

  Client is going to meet with Area Manager tomorrow 6/13/24 at 9:30am. Meeting at ********************************** Hewitt office to resolve the issue.

  Business response

  06/13/2024

  Client is taken care of social and address was corrected on 2018 and 2019 return. The 2021 social was corrected, but the address was not due to being filed electronically. She was given copies of return for 2018 and 2019 to mail on her own she paid upfront.  Client is happy.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i******************. called Jackson Hewett on saturday evenning too see if i could get in for an appt. too file my personel taxes. i have never used them before! they set me up with an appt @ the shelbyville main office location. up on arriving there were severall people already there awaitingso i was patiently waiting, then a youmg lady asked could she help me me ,i then replied that i had a 7p.m. appt. she asked me too come on and sit down! so she worked up my paperworkand told me that i was too pay $****** i then rejected the price, i told her that i made less than $35000.00 for the year and i was olny claiming 2 dependents and that was highway robbery! so she said she understood, so i left! that night i kept getting calls from an unnamed #, so i paid it no attenntion! untill the next morning the same # kept calling my phone, so i so i waited for the number too stop ringing and they left a message! it was the office manager of the of that site . i called her back , it was a sunday morning, and she was heading too church and i was getting redy for church @ the same time. She asked me what was the problem i had with JACKSON HEWWITT and y i didt want them filling my taxes, i told her that the young lady i was with the night before wasnt proffesional and they charged 2 much money, and that i have never paid that much for tax fees. She insisted that if i came too her office that she would look @ them and could work something out with me, so i drove after church that evenning too ******* tn. Ms. (*******) met me @ the location but she didt do anything in fact she was only there but for a hot 5 min., she turned me and my paperwork over too a ***.********. ********, i had brought all 6 years prior too tax forms for there wouldt be any discreppties in my filings! i claimed my 2 nephews every year on my taxes and the IRS has it on record! ***. ******** had put them down as foster children, so now the ive got too prove myself and who i am?

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/13) */ We are actively working on *********** case. It is a top priority. The *** told us when we faxed his documents to them on June 15th that it would be 30 days after they uploaded the docs before they could have an answer for us. The *** uploaded them on June 17th, the 30 days are not up as of today and the *** rep told us we can call back next week. We have a note to do just that. I have authorized half of the $*** he paid to be refunded to him now. Once we have a resolution we will go from there. The *** has asked for over 25 million people to identify themselves this year. It is becoming standard. Consumer Response /* (3000, 7, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) i myself have spoken with IRS, and they havet heard from Jackson Hewwitt? Nor have (JH) put anything in writing too the IRS that they are responsiple for there actions! Ms. ******* from (JH), only after she received letter from BBB. she is only trying too save her name and business! the IRS has told me on two ocations that this isnt the first time they have heard complaits about JH, BUT NO ONE WILL TAKE TIME TOO FILL OUT AN ONLINE REVIEW!Ms ******* is trying tooo down play play eveerything, as if she is really trying too help, me in what way i asked! she has told me that in order for this too work i need too help her ? in what way ? (LIE) This is what Mrs. ******** had asked me to do ?@ this point in having too prove who i am, ! After i had taken all evidence too them the first time i met with them, this is surely a clerical error in the ere behavlf! Business Response /* (1000, 12, 2022/08/17) */ We do not need to have Mr ****** to prove anything to us, the IRS is requesting that he prove all to them. We did fax the documents and have confirmations showing that they received the documents. The IRS is currently very slow in responding. We are working on it. Consumer Response /* (3000, 14, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) because I im not the only ony they done this too! and that is what they want is for me too sleep and go away? Business Response /* (4000, 16, 2022/08/31) */ I cannot do anything to control the IRS. Not possible. They are requiring him to prove his identity to them, as they have done with over 1.5 million people this year. It will increase every year. We have to live by their rules.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Hewitt Jackson "manager" that filed our taxes on X-XX-XXXX gave us misinformation, filed them incorrectly, over charged, and made false accusations against us. I had filed a complaint the same day and received a complaint # along with a promise of a representative getting back to me within 1 to 3 days but have not heard back from anyone, and we are still out the additional monies unnecessarily spent for filing despite them making a mistake and having to re-file our taxes correctly. I have all of the documentation to back up my allegations and will be seeking legal representation if the situation is not rectified within the next few days. CONSUMER BEWARE!!!!! I strongly recommend using another tax preparer to anyone considering Hewitt Jackson.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/26) */ I am sorry you had this experience but you have filed a complaint in Tennessee. I can find no record of your return because it was not in our franchise. Every area has their own franchise. Please call to file your complaint so that it gets to the right franchisee. The phone number for the corporate office is XXX-XXX-XXXX. I hope you get some help.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Jackson Hewitt messed up on my taxes I have the worry free package they offer cannot get no one to call me back about my taxes this is the waxahachie office

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/18) */ We are a franchise in Nashville TN and surrounding areas. We have nothing to do with the locations in TX. For help with that area please call 800-234-1040

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/2/22 I filed my taxes in the jackson hewitt office at 405 Airport rd. Hot Springs, ******** *****. I paid $****** for investor & self employed package. $***** for state, and ***** for assisted refund for a total of $******!!! First issue: Within 5 minutes the tax preparer told me that I was unable to file as head of household and made me go get my power of attorney over my husband ( He was in jail the whole year and earned no income). She then sent me back home again for his ** card. I told her I had filed *** before and she called her supervisor. The supervisor said it was allowed. Second issue: The tax preparer was confused on how to file my royalties, she again had to call her supervisor. It was still filed incorrectly because my deductions were never added into the form. It has to be amended now. Third: She told me that my son that was 18 at the end of the tax year that lived with me the whole year and has a job didn't qualify as my dependant because he wasn't in school or disabled. I provide way over half of his support. I pay all bills/ mortgage etc. Therefore, I lost out on that credit. Fourth: She did not claim any of my mileage deductions, or phone/ internet to offset my self employment tax. Fifth: She didnt ask me if I wanted to check on if doing the lookback would give me a bigger deduction. The *** already caught a mistake in my *** credits and sent me an additional $******. I lost out on about $******* because of thes mistakes. I have already contacted the district manager and talked to her twice. It has been 3 weeks and she still hasnt retuned my call with a resolution or refund of fees that I have requested..I have never had an issue when filing myself on turbo tax. This is unacceptable and I want the full amount of my fees refunded immediately and my taxes amended free of charge and done the correct way this time!

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/18) */ We are a privately owned franchise in Nasvhille ** and surrounding areas. We do not have anything or any control over locations in Arkansas. Please call XXX-XXX-XXXX for help with that area.

*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. ↩