K R Enterprises, Inc.

Review: I filed my taxes with Jackson Hewitt Tax Services (KR Enterprises) on February 4, 2013. I was told that my refund would be electronically filed and deposited to my bank account by Feb. 21st at the latest. I called Jackson Hewitt on Feb. 21st to notify them that I had received my Federal refund, but had not received my VA state refund. I was told by [redacted] A. that she checked our file and everything was filed electronically that it must be a delay on the states part. On February 26th I still had not received my refund so I called Jackson Hewitt back and they informed me again that everything was filed and for me to just wait for my refund. I called the state hotline to check the staus of my refund on Feb 26th and I was informed that my 2012 taxes had not been filed yet with them. I then called Jackson Hewitt back and informed them of this, and they put me on hold and told me they would call me back. Several hours later I received a phone call of Jackson Hewitt informing me that somehow it had been overlooked and they mailed my taxes to the wrong address (they were supposed to be efiled in the first place) and that I would have to come back and sign my returns again and mail them off and wait 5-7 weeks for my refund. This was a huge inconvenience for me as I do not even live in the state of Virginia. So I asked for a manager to call me. I was informed that [redacted] the manager would give me a call, she never did. I called the 26th and the 27th and left her a message. Finally on the 28th she answered the phone and was very rude to me. She offered me $60.00 refund when I payed $470.00 for Jackson Hewitt to file my taxes. She was not concerned at all, I then asked to speak to her manager and I was informed that he was not available. I then asked when he would be available and she said "He probably won't be." I asked for a contact number for her manager and she said she would notify him. I did not get a call from him so I called back on March 1st and left another message for [redacted]. He returned my [redacted] seemed like he could care less that I was upset, and told me that he would give me a $60.00 refund. I explained to him that [redacted] had been very rude to me and he said, “I’m going to stop you right there, I have never known [redacted] to be rude to anyone, she is my right hand man and I’m not going to let you call her or any of my staff rude. I’m sorry to call you a liar, but [redacted] doesn’t have a rude bone in her body. And quite frankly I think you are the one being rude.” I was completely appalled that an owner of a company would treat an inconvenienced customer in this manner. I then said, “Well, what would you like me to call it? Because she was being extremely rude to me. She told me that you were unavailable.” He then interrupted me and said, “I was unavailable.” I said, “I’m not finished, when I asked her when you would be available, she said he probably won’t be.” He then said, “well [redacted], I’ll give you $60.00 and that’s it.” I then said, “Well I want that plus the amendment fee back which was 75.00. I feel like I should at least get half of the amount of my fees back since I do not even live in the state of Virginia and I have to drive back up here to sign and pick them up, and now because your company messed them up, I now have to file them by paper instead of efile. I also called to check on this two weeks prior and no one ever noticed that they had not been filed, they told me everything was fine, to just wait for my refund.” He was very rude and said, “well Ill give you $135.00 and that’s it.” I responded with “Well since I have to drive up to Virginia today to pick up the returns to mail can I pick that up then?” He responded “Absolutely not! I will not have you demand a check today!” I said, “Im not demanding anything I was just asking if I could pick it up today. “ He responded, “ Absolutely not, I will mail it to you.” I then said, “When can I expect that?” He responded, “When I put it in the mail.” I am just very upset with the way I was talked to and treated. If you own a business you should be able to deal with complaints a little bit better than by calling your customer a liar!!Desired Settlement: He refunded me a total of $135.00 for the va state taxes and the ammendment fee. However, I am very upset with how my situation was handled and the lack of conern that Harry expressed for my inconvenience. He called me a liar when I was explaining the situation to him. I want an additional $285.00 which would be a complete refund.

Business

Response:

To Whom It May Concern: At our River Hill (Martinsville Virginia) office we completed an accurate federal and state income tax return for Mrs. [redacted]. Our prepared failed to give Mrs. [redacted] her Virginia (paper) tax return to mail to the state. We have refunded to Mrs. [redacted] the amount she was charged related to her Virginia state income tax return, plus (as an additional courtesy) the amount she was charged to do an amended return due to the late filing of education credits. We feel we have handled this situation beyond that which was ordinary and neccessary. We hope this resolves the matter. If there are further questions, please write or call. Thank you, Harry Rhett Franchisee ###-###-####

Review: Jackson Hewitt has failed to properly file my taxes for 2012. I had to go to the office three times to sign papers that I have signed the first time. I am still waiting on my amended return. which was files on Feb 15, 2013. They have supposedly sent them in three times and the IRS has still has no record of them ever receiving them. I am now sending in my 1040X myself so I know that they have been properly sent. I feel Jackson Hewitt has failed to do any of the process correctly. They also failed to refund me of any fees that were up to $200+ in my cost, the reason being they performed a service even if they have done them incorrectly, which I paid for this service and it has not been rendered. My taxes for year 2012 is still not complete to this day.Desired Settlement: They need to train their tax preparer correctly, they also need to refund all of my time and money for the services they should have preformed in the beginning. This has caused a lot of stress, because this should have been done before April 15. I also have been running around to Jackson Hewitt Locations to get this corrected and nothing has been done for me.

Consumer

Response:

I had my tax preparation services done at a seasonal office which was located in [redacted] which was located in the Mercer Mall in Bluefield, WV. The address for the seasonal office is 261 Mercer Mall Road, Bluefield, WV, 24701. The office for the year-round service which is the office in charge of the seasonal office is located in Martinsville, VA. That address is 1888 Virginia Ave Box 12a, Martinsville, VA 24112. I failed to mention earlier that I was threatened [redacted] at the Martinsville office that if I told the IRS anything that happened he could put me behind bars.

Business

Response:

This letter is a response to a complaint against KR Enterprises lnc., assigned ID#[redacted]. The client came to us in early February and filed his original federal return. Hisoriginal return was filed correctly without any problems. He came back to us to file an amendedreturn to include education credits due to the IRS not accepting returns with this form untilFebruary 15th. He was not charged for the amended return. Amended returns are paper returnsthat must be mailed. Our preparer mailed his first copy of the amended return the day it wascompleted. After several weeks the client called the IRS and alleged they told him they had norecord of the amended return. He called our office back and our area manager printed anothercopy of the return and mailed it again. The client called back in June saying the IRS still did nothave his return in the system. He requested we mail him a copy and that he was going to mail ithimself. Our company prepared an accurate "free" amended return. We mailed two copies of hisreturn to the IRS ourselves and sent him a copy to mail per his request. We are not responsiblefor the delay by the IRS in entering his return into their system. Our company has completelyfulfilled our obligation to our client. The fees requested to be refunded are for his original returnwhich is not in question.Sincerely, Harry B. RhettFranchisee

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I personally sent in my own amended tax returns and they have finally received them. I done a delivery confirmation and received the confirmation that they have picked-up my amended returns on June 27, 2013. I feel that Jackson Hewitt did not prepare my amended return correctly. If they did file them send them like they was suppose to the first time, I would not have ended up sending them myself. I paid for them to prepare my both of my Original Return and Amended Return and they have failed to do what I have paid for. Regards,[redacted]