Jackson Hewitt - Poor Customer Service, Incompetent Tax Preparers & Outrageous Fees!
January 26, 2018 Jackson Hewitt Tax Services Corporate Headquarters, Describing my 2018 encounter with Jackson Hewitt in Vacaville, CA includes the following: non-existent customer service, incompetent tax preparer and outrageous fees! I went online and made an appointment for January 24, 2018 at the Dixon Super-Walmart.
This was electronically confirmed. I tried repeatedly to phone them to ask some questions, but both of the numbers given had recordings that no one could come to the phone. I showed up for the appointment and no one was there. The clerk in the electronics department said that he hadnโt seen anyone from Jackson Hewitt there at all so far this year.
I finally was able to reach the Jackson Hewitt corporate office. The woman confirmed that they were aware that the Dixon branch had not opened. I explained that their website had the capabilities of confirming appointments, even though no one would be there when customers arrived. The only consolation the woman offered was to have my taxes done at the Vacaville office.
I then spoke with the Vacaville tax preparer (Francis Vargas) and made an appointment with her. I also told her that I had an electronically confirmed appointment in Dixon, but no from Jackson Hewitt showed up. Her response was โOh, I was supposed to take care of that.โ I said โSo I drove 30 miles for no reason and that could have been prevented?โ I received no response. My appointment in Vacaville took 2 1/2 hours.
(Historically, these appointments have never taken more than 30 to 45 minutes.) The tax preparer tried for more than 20 minutes to pull up the previous yearโs tax documents (with Jackson Hewitt) and was not successful. I repeatedly received incomplete and vague answers to my questions. Finally, she announced the amount of my returns, but couldnโt articulate why my Federal was $1,800 less and my State was $900 less than last year. I had to insist that she walk me through each step of the process, all the while dealing with vague and incomplete answers.
To add insult to injury, I was shocked when she said the tax preparation fee was going to be $395! I informed her I paid only $220 last year. Her response was again vague: โThey have some formula they plug in. It has something to do with deductions.โ I said: โJackson Hewitt does an excellent job of discouraging customers from returning for their services.โ Again, there was no response from the tax preparer.
It took 45 minutes for her to be able to print my tax papers. At first she handed me the papers from 2016 (which she initially said she couldnโt find). After several more minutes I received the 2017 papers. Please note that during this entire painful experience, no one ever offered one tiny bit of compensation for my wasted 30 mile trip to Dixon, CA: neither the Vacaville tax preparer Francis Vargas nor the woman I spoke with at the Jackson Hewitt Corporate Headquarters.
After researching the tax process, Iโve decided it would be to my advantage to pay someone else to check the work of Jackson Hewitt. Furthermore, Iโm concerned whether they filed my returns correctly and if I will receive my returns in a timely fashion.
Iโm not holding my breath. Susan Matranga 2192 Newcastle Drive Vacaville, CA 95687
Reason of review: Poor customer service.
Monetary Loss: $200.
Preferred solution: Let the company propose a solution.
Jackson Hewitt Cons: Poor customer service and outrageous fees.
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