FreeTaxUsa.com has become a real downer. Site malfunctions, customer service is terrible at understand true concerns (or even trying), and online representatives supply generic, scripted responses that don't even acknowledge the customer's issues. Go elsewhere.
Response from FreeTaxUSAApr 13, 2025
Hi Dave. We are sorry to hear you did not have a great experience this year. All of our customer support representatives are US based and we try our best to assist with any concerns. Sorry to hear that was not your experience.
We have sent a request to you for more information. If you could include your email address when responding to that request, we can look into the concerns that you have.
JN
Jane N.
Happy Customer for 8 years!
I used Turbo Tax for many years but because of the increase in fees I tried FreeTaxUSA 8 years ago. GREAT decision! I've never had any problems with filing and my husband is self employed so taxes can sometimes be tricky. No problem with FTUSA. VERY easy to follow; both federal and state get done at the same time and it's a nominal fee for state filing. I highly recommend!
Response from FreeTaxUSAApr 6, 2025
Hi Jane! We appreciate you taking the time to let us know about your experience with FreeTaxUSA and for being a loyal customer! We're thrilled that you find the software easy to use and that it meets your needs for self-employment taxes.
AN
Angela
Very responsive customer service!
Very responsive customer service!
I had an issue with a return I did through FreeTaxUSA and they responded to my emails very quickly.
Response from FreeTaxUSAApr 4, 2025
Hey Angela! I am so happy our support team was able to give you the help you needed! We try our best to provide replies as fast as possible to our customers so they can successfully complete their tax returns. We appreciate your feedback!
JE
Jeff
FreeTaxUSA is the best tax-preparation…
FreeTaxUSA is the best tax-preparation software I have used. I filed my federal and state returns with self-employed business income and a few other forms most people don't use quickly and easily with zero cost.
Response from FreeTaxUSAMar 31, 2025
Hi Jeff! We're thrilled to hear that FreeTaxUSA made your tax filing process quick and easy. We appreciate your support and look forward to assisting you again next year!
MD
Mag D.
Don't use them they have zero…
Don't use them they have zero integrity.
They overcharged me by over 300.
Then wanted to charge me to fix it.
Response from FreeTaxUSAMar 26, 2025
Hello Mag,
It sounds like you are saying that your refund was adjusted by over $300. We guarantee the accuracy of our calculations based on the information entered. If the IRS made an adjustment, they will mail a letter that explains the adjustment.
If you find that you need to file an amendment, our software does support preparing amended returns. Unlimited amended returns are included with our Deluxe service. If you did not purchase the Deluxe service, there is a fee for the preparation of the amended return. If you still have concerns, you can contact a member of our customer support team by signing in to your account and clicking the "Support" link.
DA
Dave
I can't recommend this company
I had used Turbo Tax the last two years, My returns are no longer complicated, Decided to try FreeTaxUSA. It is very basic platform, All went well until I went to file My return was rejected, To get help, I had to pay for service. Followed their instructions to TRY to navigate their platform, No luck, Second time with their PRO. Rejected again, their time with their PRO. This guy steered me to the IRS. I am into this over 5 hour. No one to call, Just a Chat line. I had had it, I went back to Turbo Tax, Was done in 45 minutes, They directed me to file by mail as they said that the IRS wouldn't help with glitch, NOW Why didn't FreeTax USA tell me that. I am demanding a Refund, I stand by my report on this company, Oh as of 3/22 I have not received a refund. If my return would have been accepted I would have been fine BUT mine wasn't, with NO fault of my own and This company was NO HELP in resolving the problem.
Response from FreeTaxUSAMar 19, 2025
Hello Dave. I'm very sorry to hear about your difficult experience. The rejection message comes directly from the IRS and our agents will do all that they can to help resolve the rejection and give you the opportunity to submit your return by e-file. For security reasons, the IRS will not discuss the processing of your refund with anyone not listed as a taxpayer or spouse on the return, including the tax preparation service so this requires some time on your part to determine what the IRS has in their records for you. There are times that mailing the return is the only option.
We offer customer support free of charge, which you can access at any time by clicking the "Support" link while signed in to your secure account. This is handled through secure messaging within your account.
We also offer a live chat support option if you would like to upgrade to the Deluxe version of the software or a Pro Support option if you are seeking tax advice. Scheduled phone appointments are available with Pro Support.
If our service did not meet your expectations, we’d be happy to make it right. Please sign in to your account and click the "Support” link.
We have contacted you directly requesting for more information from you. If you would reply back to that request with the email address on your account, we can look into this further.
AM
ARNOULD M.
I love Free Tax USA
I love Free Tax USA. Tax USA answer all my need when it comes to tax return. Free Tax USA keep up the good work.
Response from FreeTaxUSAMar 4, 2025
Hey Arnould! I am so happy that you have had a great experience on our website! Thank you for being such a valued customer!
JK
Jo K.
Watch out State
First, is they don't let you review them at their website. The reviews are probably phony. Second, they do a great job with Federal returns. Third, they're terrible on state returns. I found it impossible to see what deductions they reported until I paid the fee and submitted the state tax return. Once I could see it, they missed a number of deductions they should of got like my age. So now I'm waiting until I can file an amended return.
Response from FreeTaxUSAFeb 28, 2025
Hello Jo Ke, I am very sorry for your rough experience. Since we charge a preparation fee for our state returns, we do require payment before seeing the prepared return. However, we do give an opportunity for you to fully review your prepared forms and make adjustments before they are submitted. I apologize that you missed this opportunity. Please reach out to our customer support agents in the support center in your account so that they can direct you to the correct screens for your deductions when you start your amended return.
