Jackson Hewitt - Tax Services of America, Inc.

[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

We have received this complaint.We are concerned about the details of this complaint. There is no record of any calls to our Client Care Center. Also, the Gold Guarantee does not "guarantee help with (an) IRS audit." The Gold Guarantee may provide reimbursement to you if you owe
additional tax or your refund is reduced, subject to certain conditions as outlined on the Gold Guarantee certificate.With that said, Jackson Hewitt may be able to assist you with the IRS audit, not as a legal representative, but in regards to questions of tax preparation, based on the information you provided to us. We would like to assist you in this regardWe have requested that Kathy L*** - District Manager in the Cincinnati market contact you directly. If you do not hear from Kathy within 24-hours, please contact our Client Care center at *** We have assigned internal case # *** to this complaint.JACKSON HEWITT TAX SERVICE

We have contacted the customer and working with her to get concern resolvedCustomer was satisfied with assistance

Complaint: ***
I am rejecting this response because:You advertise guarantee of your service accuracyAnd we have inccured a great deal of trouble having to file an amendment because of simple mistakes that a professional should have been able to do correctlyThis was NOT a complicated returnWe expect our money to be refundedIt cost $for this service and was not done correctlyWe will seek the assistance of a lawyer if need be and contact the States Attorney General's office as there seems to be alot of complaints about Jackson Hewitt service and customer assistance

Client Care Case has been created [redacted], Designee is Michael S. and his phone number is [redacted].  Also, reached out to the customer and left a message informing her a case was created and gave her the case number.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have received this complaint.If a tax return is electronically filed - and then accepted and acknowledged by IRS or a state tax agency, it cannot be cancelled. This is not a decision of Jackson Hewitt, but a requirement of electronically filed returns.We would be happy to review your tax return...

filing - for any potential errors or issues; and come up with a solution to make any corrections that may be needed.  We will have our District Manager contact you within 24-48 hours to discuss this matter.  If you need to contact us directly, you may call our Client Care Center at [redacted] and reference case # [redacted]JACKSON HEWITT TAX SERVICE

We have received this complaint from the Revdex.com.The Express Refund Advance Loan is a no fee, no interest loan product that provides an advance amount of the expected IRS tax refund.  Initial advance amounts are determined by our bank; with a subsequent payment available when the tax return is...

filed.  All details of the product are included in our advertising materials (see below); and comply with all applicable laws.  We are unable to comment on the offerings of another tax preparation company.  We apologize for any confusion.The Express Refund Advance is a tax-refund related loan provided by [redacted]® (it is not the actual tax refund). Available for a limited time. The amount of the advance will be deducted from tax refunds and reduce the amount that is paid directly to the taxpayer. Tax returns may be filed electronically without applying for this loan. Availability is subject to satisfaction of identity verification, eligibility criteria, application, approval, underwriting standards, and other terms and conditions. Only $200-$400 available with a paystub (or other acceptable pre-year-end income verification),and remaining amounts available upon filing tax return with the IRS. IRS delays may affect the delivery timing of loan proceeds. Disbursement rulers apply.  Funds loaded onto card within an hour and direct deposit next business day. JACKSON HEWITT TAX SERVICE

Complaint: [redacted]
I am rejecting this response because: I have paid money in excess of 500.00 for federal and state income taxes and amendments that were mishandled causing me many issues and time spent to rectify the mistakes of Jackson Hewitt. I waited patiently for a response and was treated poorly by tax professionals charging money for accurate tax filing and assistance with any issues with stare and irs. Not only were my issues ignored, the entire process has been a miserable time consuming event. I will not allow Jackson Hewitt to continue this. I requested ALL fees returned for federal and state taxes filed for 2016 as well as the fees I paid for the amendment. The IRS holds tax professionals to a certain standard of ethical behavior all of which have not been exhibited by Jackson Hewitt which is a crime punishable by law (form 14157)  Please refund all fees paid to Jackson Hewitt for tax year 2016.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I spoke with the gentleman that filed my taxes, he admitted to me that he was in the wrong, he never once went over any paperwork with me he simply said sign here and here that was it, he also said he should've not told me there was a chance of denial because like he said he never told me and the email I received never told me. I called the office back to ask for his name he wouldn't give it to me and said he talked to his supervisor gave her my name and number and asked her too make it right, those were his exact words. This is how you make it right? It should be there in plain lettering not hidden. Also like I said gen never had me read anything. When he was "done" he didn't ask me a single question while entering info I had to ask him about putting my daycare exspenses, medical expenses about my rent and moving, I know if I file for free with turbotax I'll get more and then hats what I would've done had he been honest and up frontal  
Regards,
[redacted]

We have received this complaint - and will have our District Manager for the [redacted] area contact you in regards to your concerns and promised refund and gift card.Pam Fe[redacted] is our manger, who can be reached at [redacted]  Please note that the management for this area has changed since...

your tax return was filed; and we apologize for any inconvenience with your subsequent attempts to contact our offices. 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 [redacted] and have provided them the necessary information that was requested to located my tax return. I am now waiting on a response. The complaint is not resolved as of yet.

The customer was contacted by Operations Director Robert O[redacted] on 5/11/17, at 2:20pm. Apology was given to customer for not responding in a timely fashion to her concernsCustomer was asked if she needed her amended return mailed to her. Copy of 1040x will be mailed.Asked customer if there was anything else we could do to help her. Customer stated there was nothing further that could be done to satisfy her complaints.JACKSON HEWITT TAX SERVICE

We have no additional comments at this time - as we have explained all the details of the Refund Advance.JACKSON HEWITT TAX SERVICE

We are unable to locate this complainant in our files.Please provide the following information:- Location of the office where the tax return was prepared- Receipt Number- Last 4-digits of the SSNJACKSON 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:
Interestingly enough, the response from Jackson Hewitt is the exact same response I got from their customer service representatives the last two times I tried to contact the business myself. For that matter I am hesitant to accept this as a resolution, but I feel as though I don't have much of a choice in the matter. So I guess I  have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, if someone from Jackson hewitt actually contacts me within 24-48 hours, like they've said before.
Regards,
[redacted]

We have reached out to the customer as we are trying to advise that we will be providing a refund of tax preparation fees.

After reviewing the complaint, a contact was made with the customer (spoke to [redacted]).  It was agreed that a partial reimbursement of fees would be issued from our corporate office, which should take approximately 7 - 10 working days to be received.  Issue resolved.

[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 [redacted], and find that this resolution is satisfactory to me if completed as promised by Jackson Hewitt.
The Business, Jackson Hewitt, contacted me by phone today. [redacted] stated she would request a refund of my preparation fees and request a refund of the bank fees charged by [redacted] Bank but could not guarantee their participation,  She stated a check would arrive at my home address from Jackson Hewitt within 2-3 weeks.  If she follows through with her commitment and I receive a refund of my preparation fees in addition to the bank fees, I will consider my complaint settled.  If I do not receive the refunds, I will continue to pursue the complaint and request the addition of original damages identified of $500.

Complaint: [redacted]
 
I am rejecting this response because:
Hello my name is [redacted]...

[redacted] I previously spoke about reopening the case with Jackson Hewitt as I never received my refund. I sent an email to you prior but im not sure that you received it. In this time I have received notice from the state as well as irs that not only backs up my claims but also proved it was a careless error on the part of the tax preparer and as well as a signed tax return that lists the manager at the location; coincidentally the one who addresses this complaint. The tax return lists the manager as the contact point with irs and state if the return was inccorect as I paid for them to rectify any mistakes directly. They not only did not respond or assist with federal or state, they denied any wrong doing. The returns are not correct and I am just now done decoding the state return to find the error. It was entered with incorrect figures and no corresponding forms of proof attached  
Regards,
[redacted]