Jackson Hewitt Tax Service

We will be submitting for a refund of tax prep fees only, this process takes days from date filed refund request 2/27/We will no longer honor the free return fro

They put a negative report on my credit days before the account was to be paid of! Not only that they did not return my phone callsIf anyone else has an issue with this company KNOW YOUR RIGHTS! Call the Attorney Generals office or wyomingcollectionagency.wyo.gov and file a complaint!!

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me however, I did not walk out because I trusted you to do my return 100% accurate....I waited and waited because I trusted youI did not come to you to amend it because I was not happy with your service the first time....Why would I come back to amend it if I wasnt happy the first time....I just want this to be over with I will take the dollars and I will no longer go to this branch againPlease mail the check because I do not want to come up there to that branch again thank you!!!!
Regards,
*** ***

I have avoided making inflammatory statements about Ms*** complaint? However, I will now provide the information that has ? until now remained unreported? When the *** came to have their tax return prepared, they did not bring the 1099-R tax form that is in dispute? We are not accountable for the negligence of a client and, of course, we are not liable for THEIR omission? Quite simply, they could not and did not provide the document to us at the time of tax preparation or when I asked her for it in September? All of my staff are well trained and would NEVER tell a client they didn't need a form? She also stated in her complaint that I told her I didn't need the form? In fact, I did not need the form because the information from the missing document was, in fact, included in the letter from the IRS? I explained that to her at the time since she could not provide the original form? I understand and sympathize with every client who struggles with the complexity of their Federal taxes, but our responses are thoughtful, cogent, and accurate? Sometimes people are so busy trying to understand that they miss the point entirely? ? ? Reams of documentation and signed paperwork detailing the actual documents provided at the time of tax preparation can be provided to substantiate the fact that the 1099-R form was not given to my staff member? It will require a written release from the client in order to provide as attachments here.? ? When Ms;*** first contacted me, she had no idea what the IRS was billing additional taxes for? My question is, "how can someone overlook thousands of dollars of income"? ? We are not mindreaders and we ask EVERY client if there are any tax forms that they haven't received yet? I personally told her at every step that final approval would come from Corporate? I NEVER said that I had ANY authority to make that determination? In fact, our tax preparation accuracy is so high that this is only the 2nd claim for Gold Guarantee Insurance that I have ever processed in over years? I explained that Corporate was the final authority in spite of my belief at the time that the guarantee might apply? I did make that mistake and have apologized profusely? Consider this: ? If clients were eligible for this type of reimbursement, most cases would be fraud? People would leave forms off intentionally with the expectation the guarantee would cover the discrepancy and any additional tax? I truly hope that is not the case here? We are NOT responsible for assuring all tax forms are provided? That is and always has been the client's responsibility? If the form was mailed to them but to the wrong address, it is also a client's responsibility to provide a change of address to the United States Post Office AND to ALL PARTIES from whom they received income? There was a delay in responding to several of Ms*** calls? There were private circumstances beyond my control as a result of a death in my immediate family? I am the only person who can process Gold Guarantees through corporate? An additional reason for rejecting the claim was that Ms*** could not provide the original letter from the IRS? That is required? She assured me she would "find" it and provide ASAP? That never happened? It would not have changed the outcome, but it was an important element? When she did not respond to the original letter from the IRS, they sent out a second letter (the only one she could provide), so there is considerable delay on her part as well? Second letters are never sent out until MORE than days have passed with no response from the taxpayer? MOST IMPORTANT OF ALL!!! ? She NEVER READ THE GOLD GUARANTEE DOCUMENTS PROVIDED TO HER AT THE TIME OF TAX PREPARATION? All her questions would have been answered and all this avoided? I am not denying that there were missteps on my part? Life happens and I have apologized many times? The only compensation I can offer is to pay any interest that accrued from the date of her initial call to me ? til the date I called her with the final results of the GG review and decision on October 8, ? It will probably be about $since according to my records her first call originated on September 11, ? This entire process was addressed in less than days from initial call until final resolution by Corporate? However, I will need accurate documentation to provide that reimbursement? Her threats to post comments on social media websites may come at a cost? Not only do I have a lawyer on retainer, but JH Corporate takes any unfounded and malicious accusations against corporate and franchisees very, very seriously? Written defamation is libel; oral defamation is slander? Both seem to be at play here and should it continue, Ms*** can expect to receive "Notice of Intent to Sue"? Social media is closely monitored nationwide by Corporate? While she is certainly unhappy with us/me, the circumstances clearly do not warrant her threats and inaccurate statements.I am so sorry that their error was not covered by the Gold Guarantee and I wish I could provide some type of relief? But it is industry policy that Franchisees are NOT allowed to cover tax bills from the IRS unless it is a qualified claim against a program such as the Gold Guarantee ? Client errors are not covered; preparation errors are.Respectfully,? Susan S*Franchisee - New Mexico & Texas###-###-####

Complaint: [redacted]
We are rejecting this response because the business owner misrepresented the process required for notifying us of the initial IRS rejection of proposed installment payment amount (which the rejection occurred the same date of filing - April 16, 2016).  The business owner later owned up to what should have happened, including a statement that; "we are required by law to notify you that a return is rejected" and THIS IS NOT WHAT HAPPENED.  We spent SUBSEQUENT time with this office manager and his assigns to get things corrected however a favorable outcome remains pending at this point. We have notified the Internal Revenue Service of our concerns with this tax preparation office.  We located the abatement request form on the IRS website and completed and submitted it to the IRS.  At this point we are still awaiting approval/forgiveness of the failure to file penalty.  We also want the filing fee of $454 charged by Jackson Hewitt refunded.
Regards,
[redacted]

[redacted] It was nice to speak with you yesterday and this is our written reply to the Complaint ID [redacted] - [redacted] per our conversation.  The original tax return was prepared incorrectly by mistake.  Once we became aware of the error we...

immediately started the correction process at no cost to the client.  There was never any charges to Ms. [redacted] for the amended return.  She was told this when the 1040X was prepared in the office.    Ms. [redacted] spoke with different managers in the Bowling Green, KY area and was told by all that immediately upon the receipt of her payment from the bank for her original return we would reimburse her the tax preparation fees.  She chose to have her fees deducted from the refund by the bank rather than pay at time of preparation.  We also reimbursed the state preparation fees as well.  Ms. [redacted] was very upset that we could not offer her another loan after the initial $500 interest and fee free loan.  She was also told by numerous managers in the Bowling Green area that this was not possible.  Her calls to the Client Care Center also received the same response that no additional loans could be offered.  We regret the error but have refunded all fees involved with the preparation.  Each office manager has apologized for the mistake and explained that no intent to inconvenience her in any way was ever present.     [redacted]General ManagerRRD Financial Inc.dba Jackson Hewitt Tax Service[redacted]

Dear [redacted],In response to the complaint with the assigned ID of [redacted]. We did try to contact Ms. [redacted] when we received the letter from the Revdex.com, but got no response. We wish she had called us first so we could have had the opportunity to address her concerns. In answer to the first...

complaint, all of our offices are open space. If a customer is not comfortable in that type of atmosphere, they obviously do not have to use our service. As far as our Express Refund Advance, some of our customers have been pre-qualified to apply for the loan. As it is a loan there is not a guarantee that they will be approved, and they are thoroughly informed of that, also there is no charge for the loan whether approved or denied. There is a very high approval rate of well over 80%. It is certainly not a scam. The lender is [redacted], the same bank used by H&R Block for their loan product. The phone number cited by the customer for Jackson Hewitt Corporate is active and always has been, and our local call center customer service number is [redacted], and we did not receive any calls from Ms. [redacted] regarding her concerns.Finally we do offer a 100%" Accuracy" Guarantee, which guarantees the accuracy of our tax return preparation. Ms. [redacted]s’ tax return was prepared accurately.Should you have any questions or need any follow up please feel free to contact me at [redacted].Thank YouNorma O’[redacted]Jackson Hewitt Tax Service

Complaint: [redacted]
I am rejecting this response because: we attempted to give all forms we had. We were told by the tax preparer, as well as Susan at a later date that the paper we had was not needed. Please explain how we provide papers for the IRS when the agent does not accept them? OR HAVE FULL KNOWLEDGE OF WHAT THE CORRECT PAPERWORK IS. In addition, the negligence of Susan S[redacted] taking weeks at a time for a response played a role in the interest added to the taxes owed. Not to mention I was told by Susan that the GG would cover us, which is in fact another fine example of her ignorance and nagligence to the tax issue at hand, which happened to be what she is paid and RUNS a business off of. People trust and pay for this tax service. Why would anyone intentionally do business with someone who does not know what they are doing with something as important as taxes when the services provided are crippled by the company's employees and their sheer unprofessionalism, irresponsibility, and the lack of urgency in such important matters?! Furthermore I will do absolutely everything I can to stop this from happening to anyone else I will certainly be writing reviews on trusted websites, as well as belting it out to anyone with ears. This is not ok, it is  completely absurd to call this a "service" or a "business," nothing that has happened in this process has been handled correctly, timely, or professionally.  From not even being able to get a call back to being given the runaround on the phone with "corporate". 
Regards,
[redacted] [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 if he complaint will be closed Administratively Resolved]

Complaint: [redacted]I am rejecting this response because:the discount on my taxes was already done on the 18th when I went in initially. the person doing my taxes did them wrong the first time, took over an hour but did not complete them because of a language barrier I had to leave to go to work so I could not sign for them.Sincerely,[redacted]

I have spoke to Mrs. [redacted] and I am unable to speak to you about her private tax situation.  Mrs. [redacted] has received her tax refund at this time.  I will reach out to her again and speak with her about her concerns.

Complaint: [redacted]
I am rejecting this response because: Susan is completely incorrect. We did not forget the income, we did TRY to report it, but because no one knew how to file it they did not want to deal with it. we were told that it was not needed TWICE! Whether there was a "R" or not on our paper should have rang a bell in these so called "professional minds". Yes, I contact you upon the first receipt of the letter, "my trusted tax preparer" to get back to me, seeing how this was a trusted person/place of business I assumed there was no urgency. Ooooops for trusting in you. Yes I was told by the first preparer that I did not need that paper. Yes, I told Susan that I had a document that only read, AGAIN SINCE APPARENTLY IT IS NECESSARY TO REPEAT MYSELF, 1099 no "r" was on my form, and YES she did say that that was NOT NEEDED. Yes I will continue to tell people of her negligence because it is true. Nothing has been made up, the fact of the matter is very simple, so simple I can't unsterstand why it seems to be so difficult to grasp, Susan did not preform her job to the best of her abilities, and I WAS misinformed by her employee, then her, and I was not contacted about ANYTHING in a timely matter. It even took just about 2weeks to respond to this! There isn't anything wrong with me making sure people know of Susan's malpractice so they do not go through this nonsense themselves. 
Regards,
[redacted] [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 if he complaint will be closed Administratively Resolved]

We do not agree the fault in case rests with Jackson Hewitt. We are working to dispute the penalty with IRS as part of our ongoing commitment to help all clients regardless of any claims of responsibility in error. We will continue conversations with the client which will include potential...

resolution with the IRS and any refund of tax preparation fees per the client's request.

Hi [redacted],Thank you for bringing the pricing concern to my attention. I appreciate the opportunity to get it right and keep you as a Jackson Hewitt customer! As I mentioned in my voice message, I would like to send you a $100 refund on your fees this year. That $100 should cover the difference...

between your expectation and actual cost ($50) and cover the missing WalMart gift card ($50). Let me know if this refund is acceptable. I will do the paperwork on this end to get that done, and a check will be sent to you. Thank you again [redacted], I look forward to hearing from you! [redacted]

Response: Complaint ID [redacted] - [redacted] Our offices did hear from Ms. [redacted] regarding her fees for tax preparation service we provided to her on 2/7/17.  Our notes indicate that she contacted us within the hour after she left our [redacted] location where she had her tax return...

prepared.  When asked why she had an issue with the fee amount then and not a few minutes earlier when she was having her taxes prepared, Ms. [redacted] could not provide us with an answer other than that "she had sat there for an hour."  As we reviewed her return info, we noticed that the return had already been acknowledged by the IRS and submitted to Kentucky Revenue Department for processing, her [redacted] eGift card promotion she qualified for delivered to her email address, and her refund advance from [redacted]bank approved and loaded to her American Express Serve card.  Since all these processing steps had been completed, there was no opportunity to stop the return and cancel the transactions. If Ms. [redacted] was not satisfied with our service or unhappy with the calculated fee, then she had the opportunity to not finalize the tax return at the end of tax preparation.  Even though we had already completed all of the work and utilized our employee's time (who is certified as an Enrolled Agent by the IRS), office resources, and equipment, we would not have been able to complete the return without her permission and signatures.  After the federal and state returns are completed, the tax preparer reviews the fees, payment options, and available disbursement methods on the Product Options Screen with the client.  At that time, the client can make his or her decision regarding continuation of filing the tax return.  As indicated in her complaint, Ms. [redacted] chose to have her fees withheld from her refund.  Ms. [redacted]'s fees included a $49.95 fee charged by the bank who receives the refund directly from the IRS and state to process the fee withdrawal and distribute the refunds. While we cannot go into specific details of Ms. [redacted]'s tax return as to keep her private info secure and confidential, we can provide a list of all the documents involved with a tax return similar to hers which also includes our standard set of documents.  As shown below, it is significantly more involved than "3 forms and 2 schedules." --Refund Advance Loan Disclosure --Republic Bank AR Application and Agreement --Republic Bank Privacy Policy --Confirmation to Sign Documents Electronically --Jackson Hewitt Product and Service Options --Tax Benefits Summary Federal --Federal 1040 --Schedule 8812 Child Tax Credit (3) --Refund Disbursement Gift Client Acknowledgement --Specialized Tax Tips --Schedule EIC Earned Income Credit Calculation (3) --Form 8867 Paid Preparer's Due Diligence Checklist --W-2 Wage Statement Summary (4) --Form 9325 Acknowledgement for Taxpayers Who File Electronically --Standard Deduction Calculation --Assisted Refund Fee Disclosure --Return Verification --Consent to Disclosure of Tax Return Information --Preparer Due Diligence (3) --Fee Review --ACA Other Health Insurance Coverage Determination Worksheet --Metabank Privacy Policy --Express Refund Advance Loan Disclosure --Express Refund Advance Frequently Asked Questions --Post-Tax Filing Loan Application --Post-Tax Filing Loan Agreement --Basic Guarantee Certificate --Assisted Refund Fee Disclosure --Schedule EIC Due Diligence Documentation Worksheet --Jackson Hewitt Tax Service Privacy Policy --Form 1040 Taxpayer Earned Income Calculation Worksheet --Modified Adjusted Gross Income Calculation Worksheet --Republic Bank Electronic Funds Withdrawal --Form 8879 IRS E-File Signature Authorization --American Express Serve Cardholder Agreement Acceptance of Terms --Taxpayer Information Form and Agreement --Earned Income Credit Eligibility Checklist (3) --Tax Benefits Summary Kentucky --Kentucky 740 Full-Year Resident --Form 8879-K Kentucky Declaration for Electronic Filing --Kentucky Family Size Tax Credit Calculation Worksheet We do not take lightly our jobs as tax preparers and put forth great care and effort in making sure we prepare an accurate tax return that complies with all federal and state tax laws.  We expect to earn fair compensation for our work.  Ms. [redacted] had every opportunity to opt out of completing her tax return with us and leave without paying any fee.  We do not charge sitting fees or assess fees to release a client's paperwork as is common at some tax preparation firms in our area.  While we regret that Ms. [redacted] is unhappy, we do not reimburse fees after the tax return is filed and our work completed. Thank you for your inquiry.  Please contact us at this email should you have any other questions. Jackson Hewitt Tax Service Year-Round Location 724 Time Drive Owensboro, KY 42303 [redacted]
[redacted]

I had an absolutely insulting and unprofessional experience at the Hazleton, PA location (568 West Broad Street 18201). I work incredibly hard and have never been treated so poorly and regretted giving my money to such a subpar company. I was met with blatant rudeness and indifference for an experience that was riddled with their mistakes. They treated me like I was an inconvenience when they failed to provide their service and strung me along for weeks. Start to finish, it was a horrendous experience. Every employee I dealt with was extremely discourteous, from the initial tax preparer rolling her eyes and loudly sighing because she felt so inconvenienced, simultaneously texting and yelling across the room to the manager who was complaining about other customers and their cases out loud. I was told that my state taxes needed to be completed by a regional manager and that I would be contacted when completed. After waiting 2 weeks and getting no response, I called to get a status and was met with yet another abrupt person who brushed me off and told me that I would need to come to the office to get an update. When I stopped in same day, concerned, I was met with more of the same- impolite people who informed me that my tax prep was put on hold because it was flagged but they could not tell me why because there was no manager or anyone else who could tell me what the issue was. There was no apology or explanation just ignorance; they were annoyed that I was asking about the state of my unfinished taxes that I paid for two weeks ago. I later received a call from a manager telling me that my taxes were incorrectly inter-office filed and put in a flagged pile and because of that, they had not been processed. They told me that it would be another 2 weeks to complete. When I returned to the office to do the signatures, I was met with more unprofessionalism, with employees discussing inappropriate things of a sexual nature, which was just icing on the cake of a completely bizarre ordeal. Needless to say, I will never use Jackson Hewitt ever again. Just because I am looking for an affordable service does not mean I should settle for the incompetence and disrespect Jackson Hewitt gave me.

We spoke with the customer on or about 2/17/2017 and again on or about 2/21/2017. We agreed to refund the client $250 as a partial refund of fees. The customer agreed to the refund and we mailed her a check on 2/24/2017. We consider this matter is closed and the issue is resolved.   [redacted]...

[redacted] Regional Manager Jackson Hewitt Tax Service

-------- Forwarded message ----------From: Jh tax school lancaster <lancasterjh@[redacted].com>Date: Fri, Jul 1, 2016 at 3:55 PMSubject: ID# [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>This is in reply to the above referenced inquiry, ID # [redacted].The client was contacted...

on June 28, 2016 and an explanation was given to her.When Jackson Hewitt prepared the return in January, she requested our service fee for both federal and state preparation be withheld from the refund she expected to receive. Unfortunately, her federal tax return was held by the IRS for further investigation within their identity theft protection program. There was still a balance due to Jackson Hewitt when the client's state refund funded on Feb 9, 2016. Since the client had requested and authorized an Assisted Refund for both payment of her fees AND the repayment of a refund advance, the state refund was utilized to cover those fees, with a small balance still owing when the federal return funded on May 10, 2016.Under the Assisted Refund program, Jackson Hewitt uses a third party bank that receives the refund electronically and then transfers the payments according to taxpayer authorizations. In this case it was to Jackson Hewitt, Refund Advance repayment and then taxpayer account. At no time were any agency funds deposited directly into a Jackson Hewitt account.We apologize for any miscommunication. The client was satisfied and has a better understanding of the circumstances. She actually received a larger federal refund than expected due to the state refund covering almost all of her expected deductions.Cordially,Robert W[redacted]General Manager

April 12, 2016Re: [redacted]To Whom it May Concern, In response to the reply from [redacted], 4/4/16, regarding ID [redacted], FCS continues to uphold our last response regarding enrollment fees of $450.00 owed. Furthermore, FCS continues to uphold that we do not have a policy for mid-term refunds and we do not owe the disputed amount.  However, we will counter our original offer to resolve this doubtful and disputed claim. FCS offers to waive the $450.00 and pay $500.00 in exchange for release of all claims and mutual nondisparement. Sincerely,Ms. Michelle [redacted]FCS Administrative Dean

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I reject this response from Mr. [redacted]. Please note that all customers receive a $50 [redacted] gift card for choosing Jackson Hewitt for their taxes. As I stated in my complaint I contacted Mr. [redacted] several times and he failed to communicate back with me to resolve this matter as adults. We had agreed on $100 for the inconvenience and I do have a text message from him asking for my address so he can send the payment. A letter of intent went into place as he failed to send a check. I gave him until the end of June to respond and send me a check for the full amount. Once again he did not respond and failed to send payment. He did send me a $50 check of which I will not be cashing as has gone on far too long and I demand a full refund. I am attaching the letter of Intent that I certify mailed to him, along with another complaint that I found from another customer stating that he is not a reliable person.  
Regards,
[redacted]

The customer came, prepared the return. If he was so inconvenienced for preparing tax preparation, why even he completed the return with use do force or obligate anybody to pay or complete the return. If they are dissatisfied, they can walk out anytime.Customer service is our priority and our basic...

guarantee provides all the penalties and interest levied by IRS / State agencies if it was our fault. Also we make any corrections / amendments free of cost.The customer never came to us for any corrections / amendments. The fist time he contacted us, he wanted his money back. I had a discussion with him and explained he should have come to us first for any corrections or amendment which he did not do.As a courtesy and customer satisfaction, I offered him 50% refund ($ 97) which he agreed and I asked him to send me an email regarding his agreement.However, he sends me an email, where he changed is mind and asked for full refund ($194) which we cannot do.We are still offering the customer our previous offer of refunding $ 97 (50%). It is up to him to accept it or not.