ComplaintsforJackson Hewitt Tax Preparation

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Jackson Hewitt to file my federal and state refund. Unfortunately upon doing my taxes I found that the agent was not sure about what information was what, she input my social number wrong, she put in my numbers wrong and kept telling me she’s not sure how I came up with those numbers so I PHYSICALLY walked her through how to do the taxes because I’ve been doing MY taxes myself for over 10 years. As we were taking I noticed she did not click about disabled individuals and she stated “I assumed based off of our conversation you didn’t have anyone with disabilities” it doesn’t matter what you assume you ALWAYS ask! So she had to go back in to get again fix it. Here comes state refund and I noticed the did not enter my direct deposit and instead issued a check without my knowing, they stated I declined the worry free guarantee even though I paid for it! They signed under someone else’s name not mine! I paid well over $800 in fees for this! I would like to be refunded the whole amount and I will never use this service again!

  Business response

  02/21/2024

  Spoke with Client on Feb 15 2024. Client was concerned that her return was "jacked up" and felt like she was having to do her own return and has requested preparation fees to be refunded. We explained to client that before she signed the return if she was unhappy at all about what was going on she could have stopped the process and we could have voided the return and not proceeded. By Filing the federal return before the state opens the state return fees are included in the federal fees. This allows the client to not have to pay the fees at a later time, Once we are able to file the state return her signature is on file from the federal return and we send the state return thru. 

   We offered to look at return to ensure that it was completed properly and if there was an error on our part we would amend at no charge. Client agreed to pay the fees and signed the Fee documents. As she has submitted the papers in this complaint.

  Please feel free to reach out to us if there is any further questions.

   

  Customer response

  02/23/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  Your agent did not state I could back out, I did not state my account was “jacked up” I stated my return was pretty much filed by me, I then later see that my state was yes filed incorrectly I asked for direct deposit and they selected a paper check, they stated I declined your protection package when I did say yes and even paid for it. Your staff did state with me that I could receive a refund due to these errors and to call back after all refunds have been sent. This is unprofessional and unacceptable. 
  
  Regards,
  
  ******* ********* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called and left 3 messages to speak to a manager, to ask and find out why the state taxes have not been filed. I was told that some one would call me back. Apparently they still do not have the software to prepare the state tax returns which in my opinion is WRONG. They should have been prepared to submit both state and federal returns at the opening of tax season. No one will return my calls to advise me when the state will be filed.

  Business response

  02/13/2023

  My name is ****** ******. I am the Customer Relations Manager for Jackson Hewitt. I have received your letter in reference to  ID ********. I have called a client and emailed her. I will be back in the office on Monday February 13, 2023 at 9. I will try to call her again and also give you a call so that we may come to a resolution to this concern.

  Business response

  02/14/2023

  I have spoken to Ms********* ********. Her state return has been filled. I have explained the procedure and why her state tax had not been filled.  I have also thanked her for letting me know in the areas that our employees would need more training. She will call me next tax season and we will provide her a discount for next year's tax return. Client was satisfied please let me know if there is anything else I need to provide you with 
  Thank You 
  ****** ****** 
  Customer Retention Manager 
  *** ********

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