Complain about a product or service

Jackson Hewitt

Yvette of Brooklyn, NY November 21, 2009

2006 and 2007 returns were done by Jackson Hewitt at 9th Avenue and 42nd St. David H. did the return. For a little extra money, I bought the Gold Gaurantee, which states that they will cover costs and taxes and interest up to 5K for any errors they did on their returns. While having my 2008 taxes done at another Jackson Hewitt on 14th Street by David R., he discovered that David H. had incorrectly filed my taxes, stating my gross income as much less than I had provided to him on a P and L that I supplied to him. I did not catch this error myself at the time of filing as I had the flu at the time.

David R. noticed that the numbers on the previous year 2007 looked off and when he looked into it further told me they had to be redone. Upon further investigation, David H. had done 2006 wrong as well. David R. said he would amend them, however he closed shop just after the 20th of April and was not available to make the ammends.

So upon calling Jackson Hewitt I was sent to another jackson hewitt in astoria, and John S. on Ditmars Blvd ammended the three years of taxes, however he said I would have to go back to the original jackson hewitts that did my returns the first time in order to claim my gold gaurantee because he did not offer that at his location. Those other offices were closed for the season, so I called Jackson Hewitt customer care and was given a case number and told someone would call me.

a month later a call came and a man referred me to another office in Queens on Astoria Blvd to work with Kiki, so made an appointment, lugged all the returns and the ammended returns, she photocopied them reluctantly and told me she would forward them mto the proper people. That was in September of 2009. I called to check in on november 20th, 2009. Kiki only remembered who I was after I re-explained the situation. She was surprised I did not get any calls, and said she would check with her branch supervisor, and that I should call client care.

in the meantime, I filed two of the three amended returns with the irs, and paid some of the now due money, which amounts to an additional 15 K approximately. I dont have that to pay at the moment, and was hoping to collect on my gold gaurantee. When I called Client Care I was routed to the Phillipeans, where I spoke to a girl with challenged english and intellegence. Eventually she refered me to her supervisor, who explained to mem that all she could do was forward my complaint the owner of the 9th Avenue location. I asked her where a lawyer should send them a letter and she did not have an address for that.

Basically they keep passing the responsibility to the now closed branches, so nothing happens. Help me if you can. I am being put in an endless loop. They are not being cooperative in following through on their gaurantee, which has cost me 15 K in additional taxes owed due to their errors that should have been covered in the gold gaurantee. I also paid those franchiseses each about 300 dollars for each return, then another 300 for the ammendment of the three years of returns. This also affected my new york state returns and my self employment taxes negatively.

Scarlet of Bardstown, KY November 9, 2009

I used Jackson Hewitt for my tax service for the '07 tax year. I have 2 children but only get to claim 1. The preparer had a hard time with this and kept juggling the numbers back and forth, he didn't know which number to put in the spot for claiming the child or vs the number to put as claiming as just a dependant in the household. Needless to say he messed up. He ended up claiming my other child for the child tax credit. I have contacted the home office in New Jersey and the office in Elizabethtown Ky, that is over my district.

No one is owning up to the mistake and they do not want to stand behind thier mistake. All they want to say is I should have purchased the Gold Plan. Which this preparer told me it was a waste to buy. That it only covered if you were audited they would go with you. So, when I filed my '08 taxes I was flagged. Now come taxes for '09 I'm the one that is going to get flagged that I owe money. I am very frustrated and angry. I cannot afford to pay this amount of money to the irs especially when it was not my error. Pls Help!! What can I do about this??

Karen of WEstmoreland, TN October 11, 2009

Went to Jackson Hewitt on February 22,2008 to file our 2007 taxes. Was charged 308.00. Two weeks ago I received a letter from the IRS saying I owed 30,595.22 plus interest and penalties. I also was not offered their Gold Guarantee at the time of service (Which I would have taken for peace of mind) I have been severely stressed, constantly crying and worried beyond belief.

Michaela of Sherwood, OR October 8, 2009

I scheduled an appointment to meet with a tax preparer. I was told that the office I wanted to visit was by appt. only so I set up a time. They left me a voicemail a couple hours before my appointment stating that since I had not confirmed my appointment they had cancelled. I called and the lady I spoke with said that my appointment was still on the calendar so to keep traveling to the office. After 40 mins. in traffic she called me back and said the office was closed and she offered to reschedule. She was nice but stated that she didn't really know their practices since she was just filling in so I asked for a manager.

I talked to both the manager and the general manager and they were unorganized, not accountable and basically stated that it was my fault because I failed to confirm. The solutions they offered served their needs and had no regard for the customer. Very disappointing response especially when the general manager said "good luck finding someone open to do your taxes during the off season". I wondered if there were others with customer feedback and found a lot here. I don't believe Jackson Hewitt or their franchise owners are reputable. I would strongly suggest that customers look elsewhere. There has to be a company with better customer service and able to perform quality work.

Deborah of Semmes, AL October 5, 2009

Jackson Hewitt prepared our taxes for 2007 on 3/8/08. The IRS sent us a letter requesting more info received 10/2/09. We have been trying to contact Jackson Hewitt offices ever since. I called SpringHill Avenue office in Mobile got recordings. The final recording was of a male obviously a foreigner and said office only opened on Thursday.

Called Airport Blvd location in Mobile and number no good. Called Hillcrest location and number no good. Called Saraland, Alabama location and number no good. Called Cottage Hill office and spoke to Autumn. She says that we need to go to the office that we had taxes prepared. Explained our dilema. Only 30 days to respond to IRS. Explained that I cannot get anyone on the phone. Called Friday to Springhill office and still no response.

Called again today. Keeping a complete log of calls made and contacts made otherwise. I have gone to website and placed complaint there too. Called Customer Service and got male who could hardly speak English. Turns out he's in the Phillipines? I asked for Corporate Office Number - he gave me 973-. Called this number in New Jersey and all I can get is recordings.

We purchased the GOLD GUARANTEE for 35.00 and now can get no assistance, no return call and no personal contact. How can you honor GOLD GUARANTEE if there is no representative to contact? What did I pay for? I am documenting all calls made since Friday. I do intend to find out why I cannot get services that I paid for under this contract.

Rebecca of Hodgevnille, KY September 23, 2009

My husband and I went Jackson Hewitt to file our taxes. My husband had to file the last year because he didn't do it the first time. We gave them all of our information W2 and all. That was in 2008. To this day our taxes have never been filed. Not only that but the representative that prepared our taxes wen through her own personal tax company, so all of our private information is at her house... Way to run a business. So now we are still fighting with them to get all ouf our documents back so we can file our taxes. Now we have penalty fees and what ever the IRS is going to tack on. I feel that they should be responsible for all the fees and for paying for our taxes to be prepared by someone else.

Kathrine of Wattsville, AL August 18, 2009

I went in on Feb. 4th to have my taxes filled out. She entered the wrong information, and didn't ask for a last look of approval. My taxes were sent to the wrong address, in the wrong city, and was sent back to the IRS. Six months later, I am still struggling with trying to get my refund! I will NEVER use Jackson Hewitt again, and certainly not reccommend them.

Robert of Sherwood, AR June 24, 2009

I went to Jackson Hewlett to have my taxes completed. Once completed by Tax Rep Angelia on Mar 17 there about, I revived a letter from IRS stating we owed approx 1300.00 and as per Tax professional request we bring in our signed the gold acceptance letter; well as complete folder of 2007 filing. I took required documentation to Angelia , and she said all documentation was in order, and Jackson Hewlett would take care of this since it was there filing mistake, she stated that's why It was so great we had the gold guarantee, also stated don't worry it will be taken care of.

Angelia stated the process was someone from the home office would come to jfk location and take to corporate office and proceed getting this matter resolved. Now it has been 3 months and now Mrs. Brown stated she doesn't have the file any longer. Jackson Hewlett rep David will be going to JFK office and search through the packed up records. Currently awaiting call back from Mrs. Brown on findings at JFK Location.

JH Has Lost the record and now stated I must contact IRS and Former employer to get a copy of my records. I will have to repay the 1300.00 and the money I spent for the so called gold acceptance guantree; well as complete folder of 2007 filing. Pluse current our family is under alot of stress finacially and emotionally this is uncalled for.

andrew of phila, PA June 19, 2009

I had my taxes done for 2006 and they told me i owed it all on student loans. I found out on june 19, 2009 that the federal taxes were sent to an account and i was lied to. I feel scamed.

Linda of Ogema, MN June 11, 2009

After preparing our 2007 taxes, it was found that my husband and I owe 3,358 including interest of 206.00 due to errors made by the Jackson Hewitt staff. Improper preparation of my husband's retirement pension and my social security which was both reported to the tax preparer resulted in an enourmous payment owed to the IRS. Would like to have Jackson Hewitt be held responsible for not preparing taxes correctly which resulted in a large amount owed by us which is unreasonable. Jackson Hewitt fails to accept responsibility for this erroneous problem

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