Jackson Hewitt - Tax Services of America, Inc.

We have reached out again to our local management to contact you.It appears that Emily A*** from our office has attempted to contact you on 1/18, She can be reached at *** We appreciate your patience in this matter and apologize for any delay. Although not an excuse, our offices are busy at this time of the year - which may have contributed to your difficulty in communications.JACKSON HEWITT TAX SERVICE

Complaint: ***
I am rejecting this response because: Although an apology was given and my amended tax returns were then emailed to meThat does not negate the fact that this could have been done two weeks ago. The *** office had my letter from IRS stating that deadline was May 10thI also sent a letter prior to leaving state April to their corporate office with a copy to ***'s office that I would be back May 7thYet, nothing was done in the two week period. I had to go to another tax service in order to meet the IRS deadline and they were able to complete the required paperwork the same dayWith Jackson Hewitt took me two visits, over miles with no results
I am sure that a response would not have been given if I had not gone to the Revdex.comI am seeking your assistance to have them send me a claim form for fees charged by Jackson Hewitt and another error they found on my tax returns for additional funds now due to the State of *** I thank you for the time and effort you have put forth on my behalf
Regards,
*** ***

We have received this complaint.The Refund Advance is a no fee, no interest loanAll details are posted in our offices and on all paperwork signed by the client.As such, any determination on the loan is made by our banking partner - with a review of personal credit and financial information; and
tax return details. Some of this information is confidential between the bank and the client. Jackson Hewitt cannot control the decisions of the bank. A formal denial letter should be sent by the bank to this client.If the return has not been filed, it can be stopped by the client by contacting the local office. It should be noted that if the return was filed as an Assisted Refund, no fees have been paid to Jackson Hewitt; therefore, there is no amount to be refunded.JACKSON HEWITT TAX SERVICE

We have received this complaint and will be able to resolve this matter for the complainant.We have found your tax return information on our files and you do qualify for the $*** Gift Card promotion.It appears that there may have been a technology issue that prevented the delivery of your
card, via e-mail. Our Call Center and/or office should have been able to correct that problem, and unfortunately, they did not.We ill correct this matter and have a $*** gift card sent to you.Please respond to the Revdex.com and provide your correct e-mail address - and we will process the gift card - to be sent to you. JACKSON HEWITT TAX SERVICE

[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
Regards,
*** ***

We have received this complaint.Due to privacy considerations and *** requirements, it may be difficult to provide specific answers to a tax return filing via the telephone.At Jackson Hewitt, we strive to maintain your tax information in a confidential manner.In that regard, we are unable to respond
to specific details in this third party forum. Please contact our Client Care Team a* ***. A case will be created and your concern will be directed to the appropriate representative.As this issue is with a prior year tax return, we suggest that you contact our office after the middle of this month, if possible.JACKSON HEWITT TAX SERVICE

We have received your complaint.Please note, the Gold Guarantee provides for the following:For an additional fee, clients can choose to purchase Gold Guarantee, which provides an additional level of coverage above and beyond the Accuracy GuaranteeWhen a client purchases the Gold Guarantee, they
may receive reimbursement for any additional tax liability or reduction in refund up to $5,if a Jackson Hewitt tax preparer makes an error preparing the client’s income tax return.The Gold Guarantee does not provide for a refund of tax preparation fees. JACKSON HEWITT TAX SERVICE

Complaint: ***
I am rejecting this response because: I have not only email documentation to David in October but numerous phone records showing calls to your customer service centerThat no one documented this on your end is not a surprise as I have never received a responseMr*** called and stated he received the second email I submitted, after filing this complaint; and would contact me last week and again I have not received any contact I am not rejecting the fact that I am responsible to resolve payment with the IRS, I am frustrated by the follow-through of your company and commitment to provide the service I was promised.
Regards,
*** ***

We have received this complaint; and feel it is necessary to clarify some of the incorrect statements contained herein:1) Sessions at *** offices are not recorded; phone calls to the JH Call Center may be recorded for quality control. 2) Jackson Hewitt does not TAKE any
money from a client's refund proceeds -fees may be deducted, as agreed to by the client. 3) All tax preparation fees are disclosed to the client prior to the return being filed; especially in the case of an Assisted Refund, where the client must sign the Assisted Refund Disclosure; which outlines all fees4) This client also received the $Express Refund Advance, which is a no fee, no interest loan - repaid from the refund proceeds; therefore the statement "took over $from me for fees" is overstated. The tax preparation fees are actually $356.00.All of the information referenced above may be accessed on forms filed electronically, using the eDocument link on our public website at www.***We would be happy to review any of your tax return filings; which are all covered by our Accuracy Guarantee - which would provide reimbursement for any penalty and/or interest assessed due to a tax preparation error.We appreciate the ability to respond to your concerns.JACKSON HEWITT TAX SERVICE

I am rejecting this response because:I was told by *** that if I sent here me and my husband's W2s she would work on resolving the issue
and I would receive a call on the following TuesdayI sent her our W2s on 5/13/and today is 6/3/and I haven't heard anything from anyoneI'm beyond fed up with how jackson hewitt handles their customer serviceI just want my state refunds for me and my husband that they screwed up and all the fees we paid to have a tax professional handle our taxes

The customer was originally responded to by email on 2/13/16, on the day she emailed JH.com SupportShe was informed that she did not enter the promotion code for the $Gift Card when she filed, so was not eligible to receive itOur system will only allow either the $Gift Card
or 25% off discountOur Jackson Hewitt Online Manager has reached out by phone today (3/18/16) and left a voice messageHe will try again tomorrow to contact the customer and offer the Gift Card

We have received your complaint.We have sent this matter to our local District Manager - *** *** - who will be in contact with you within hours.If you would like to contact Ms*** directly - please call ***JACKSON HEWITT TAX SERVICE

[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.]
I have reviewed the response made by the business in reference to complaint ID *** and find that it is acceptable that they are looking into the matter; though it is not yet resolvedI am also concerned that this employee has access to my social security # and personal information; for if she felt no qualms in lying to my face, what else might she decide to do in retribution over this dispute or just to further her own personal gain?

We have forwarded the customer's complaint to the Operations Manager in the customer's area.Thank you,Jackson Hewitt Tax Service

I am rejecting this response because:
Good Afternoon, Sorry! I was a little confused on what you meantBelow is the information requested by Jackson Hewitt. The tax return was prepared by *** *** at the Shalimar Office located in Florida on January 31st, 2015. I have attached a copy of the receipt

[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

This client is in direct contact with our Operations Director - so there are no additional comments.JACKSON HEWITT TAX SERVICE

We have received this complaint - and will be in contact with our local manager.It appears this is an on-going matter - and we will follto ensure that the agreed upon resolution is fulfilled

We have spoken to *** *** regarding her complaint and reached an agreement to resolve her issue in a satisfactory manner

Complaint: ***
I am rejecting this response because:
Regarding our phone call of today, restating that I have not heard from Jackson Hewitt Tax Service since
April 20, , to date no calls, e-mail or mail.This was a service that I had paid for and the fact that an error was made instead of correcting the problem promptly and with professionalism they completely ignore their customers.*** ***
Regards,
*** ***