ComplaintsforLawDepot™

• Initial Complaint

  26/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March of 2022 I looked on lawdepot.com at a bill of sale. In order to look at it I could use a 7 days free trial. I looked at it and didn’t use the contract. Attempted to cancel the subscription and thought I had.I never logged in again.7 days later I got an email from law depot.com saying I have access to all their services but nothing about it continuing to bill, I only skimmed the letter but didn't pay much attention because I believed I had cancelled. I have not received a bill/receipt or invoice since then. I have a lot of auto payments go through at the end of the month and did not notice this as I thought it was a subscription of my husbands. I called and they told me that they see I have not accessed the site and that the email they sent 7 days later is their way of confirming I understand I still have a subscription. Not anywhere does it say what the charge is monthly and not once have they sent me an invoice bill or receipt of payment. I called for a refund and although they say they can see I never accessed the service after the initial they will not refund the charge. Apple and every other subscription I have sends a monthly confirmation. This is not fair, I assumed I cancelled and am out 9 months of charges at $40 plus tax. They are attempting to refund one month. I tried to talk to someone above the supervisor and she said there is no one else in the company that will talk to me. It’s a lot of money and it’s not very transparent that they don’t send monthly bills/confirmation of payment like all other subscription services that are being honest and transparent. Yes my fault I didn’t know on the credit card I get that but they can see I didn’t use the service. Thank you for trying to help me. It’s a lot of money. I do not have an email confirmation that I signed anything. No contract nothing to say I have a subscription just something saying I have a membership but not that there is a cost involved at all. I have free membership to so many sites

  

  Business response

  04/01/2023

  Hello ********,
  
  I am sorry we did not receive your cancelation request. I agree that the email we sent you on the 8th day does not say that you will be billed, but it does state that you will have unlimited access to our documents to print and download them. If your account was canceled, why would you have been able to access your documents to print them? 
  The charges were also on your statement every month. 
  I am sorry we will not be able to refund you any further charges.
  
  Regards,
  *******
  Customer Support Manager

  Customer response

  04/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  every Other company I deal with including apple and any apps sends me a monthly notification  I should get a receipt each month confirming that I have made a payment  and that I have been charged  This is not transparent and is very sneaky  I don’t know why you aren’t more transparent like every other application/subscription  I get monthly notification and if opportunity to cancel ahead of the next month  it is not honest and your 8 day notification and monthly practices should change  there has to some sort of expectation from a business that cares even a little bit about customer service  you shouldn’t get to depend on a statement that has nothing to do with you  

  Sincerely,
  
  ******** ****

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for a subscription service without my knowledge. I was charged $35 on June 17th, June 24th, July 24th, August 24th, September 24th, October 24th, and November 24th. I never used this service, and I was not aware that I was being charged. They refunded me for 4 months, and told me that their internal tool does not allow them to refund further. I spoke to a customer support agent online who I spoke to an incredibly rude lady named ******* on the phone who told me she was put in charge of the entire business. They will likely reply to this complaint saying that I was properly notified that I was being charged every month, however this is where we disagree. They did not explicitly tell me I was being charged, and their idea of proper notification is an email giving tips for how to get the most out of their provided service.

  

  Business response

  08/12/2022

  Hello ********,
  As per our phone conversation, I stated there was no one above me to take a phone call.  I did give you the name of the owner of the company.  
  As we talked about on the phone on July 7, 2022, you signed up for a Renal Lease Agreement. You were given three options to print out your document. You chose the 1 Week Free Trial that stated it was free for one week and would be $35/month after the trial ends. You cancel anytime with no obligations.
  Once you selected your License, you had to enter your credit card information. On the side, there was a green box that stated If It’s Free, why are you Asking for Credit Card Information. We then again explained that it is free for one week, and if you do not cancel, it is 35/month after the trial ends.  
  You are then asked to print out a receipt that, on the bottom, states the date and time to cancel your account.
  We imminently send you an email confirmation with the date and time to cancel in bold print.  
  We then sent you a reminder email that you still have an account with us on June 25, 2022. 
  Your account was canceled on Dec 7, 2022, when you contacted us, at that time, we also refunded four out of six of your charges.
  
  Regards,
  ******* *****
  Customer Support Manager

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ******* ** * ***** ***** When you download a “free” document, you are then signed up for a 7-day “free” trial, which ends up charging $35 if YOU don’t CANCEL your “free” subscription. I was very frustrated and upset when I noticed this $35 on my bank statement, so I called for clarification and was spoken to like a student being scolded by their teacher when I argued the fairness and validity of this charge. I asked for a manager and was transferred to (I believe her name was) *******, who was even ruder.

  

  Business response

  05/12/2022

  Hello ******,
  
  I am sorry you had a terrible customer interaction.
  We tried to explain that you had three options to purchase your Power of Attorney.  You selected the 1 Week Free Trial. This stated that it is free for 1 Week and will be $35/month after the trial ends.
  When you entered your credit card information, there was a green box on the side that said if it’s free, why are you asking for credit card information.  We again explained that it was free for 1 Week and would be $35/month after the trial ended if you did not cancel.
  You were then asked to print out a receipt that had the date and time to cancel on the bottom. 
  We immediately sent you an email with the date and time to cancel your account in bold print with the link to cancel an account.
  We also sent you a reminder email that your account was still active on Nov 25/2022.
  We have canceled your account when you called us today Dec 5/2022, but I am sorry; as per the terms of use that you had agreed to, we will not be refunding your charge, but you do have access to the site until Dec 24/2022.
  
  Regards,
  ******* *****
  ******** ******* ********

  Customer response

  05/12/2022

  
  Complaint: 18524567
  
  I am rejecting this response because this company is a scam and ******* needs training. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  21/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company had a very difficult and confusing way to get out of membership once the free trial was over. There was no help or resolution provided when I asked for a refund.

  

  Business response

  22/11/2022

  Hello ******,
  I am sorry you find our refund policy difficult.  We follow the Terms of Use set out on our website that states the terms and conditions of the offer will govern any free trials. LawDepot has no obligation to refund for free trials properly converted to paid product access.
  As this is a service-based product, on Oct 1, 2022, when you created your Last Will and Testament, you were given a choice of three options to purchase your document. You selected the 1 Week Free Trial, which stated that it was free for one week and $35/month after the trial ended. When you entered your credit card information, there was a green box on the side that stated if it’s free, why are you asking for credit card information. We again stated that if it’s free for one week and that if it’s not canceled, it will go to a monthly subscription.
  We immediately sent you an email with the date and time to cancel your account in bold print. We followed this up with an email reminding you of your account on Oct 9/2022. 
  For these reasons, we are unable to refund your account.
  Regards, ******* ***** ******** ******* *******
  

  Customer response

  22/11/2022

  
  Complaint: 18446151
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used a free trial with lawdepot on 8/2/2021 and cancelled the subscription. They have been charging my card every month for $528 total in the last year. They admit that i've only used one form on 8/2021 but do not have any other usage information or record of cancellation. I would like to get my $528 back. I have attached the most recent charge on my statement below. there are 16 of these charges.

  

  Business response

  21/11/2022

  Hello ***,
  
  Our records indicate that on Aug 2, 2021, you signed up for a 1 Week Free Trial to create your Child Travel Consent form and your Child Medical Consent.
  When you signed up, you had three options.  You chose the 1 Week Free Trial, which stated it was free for one week and would be $33/month after the trial ends. On the next screen, you enter your credit card information, and in a green box on the side, it says if it’s free, why are you asking for credit card information.  This again stated that you need to cancel your account within the first week if you do not want it to charge you the $33/month.
  The next screen asked you to print your receipt, which had the date and time to cancel the account at the bottom of the page.
  We immediately sent you an email that stated the date and time to cancel your account in bold print.  We then sent you a follow-up email on Aug 10/2021.
  As the account was not canceled until Nov 9/2022, service was provided to you up until that point.  We have refunded your November charge.
  
  Regards,
  ******* ***** ******** ******* ********

  Customer response

  21/11/2022

  
  Complaint: 18386111
  I am rejecting this response because:

  I did cancel the subscription within a timely matter but they are denying that I did do. 
  
  Sincerely,
  
  *** *********

  

  Business response

  22/11/2022

  Hello ***,
  I am sorry we have no record of cancellation before Nov 10, 2022.  How did you cancel this account? Please get in touch with me directly with any information showing this account was canceled before this day by calling me at 1 866.608.1020 Ext 337 or sending me an email to [email protected]
  Regards,
  ******* ***** ******** ******* *******

• Initial Complaint

  16/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon checking my CC records I discovered charges from LawDepot for Sept. and Oct. for $35.00ea ($70.00 total) for service I did not apply for nor receive. My **** debit card was deducted wo my knowledge or conscent.

  

  Business response

  17/10/2022

  Hello *******,
  
  Our records indicate that on Sept 1/2022, you signed up for our 1-week free trial to create a Residential Lease Agreement.
  We stated twice through the checkout process that it was free for 1 week and would be $35/month after the trial ends. We sent you an email on Sept 1/2022, that stated the date and time to cancel in bold print.  We sent you a follow-up email that you had an open account with us on Sept 9/2022.
  You canceled this account on Oct 16/2022 but have never contacted us about your account until your complaint.
  We have issued you a $35.00 refund for your Oct charge.
  Regards,
  ******* ***** ******** ******* *******

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/07/2022 had to give credit information to be able to see what all was in the form. It turned out to not include what I needed which was to donate my body to a medical school after death. They said it would be free unless I went over 7 days. I tried to cancel right then but there was no way I could do it. The company is LAW DEPOT. ** ** * ******  I don't want to wait till I am charged and have to go to the credit card company to deny the charge I just want to cancel like they said I would be able to.

  

  Business response

  17/10/2022

  Hello,

  Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
  
  To clarify, our trial offer is free for a one week period. During that time, you can create, download and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
  
  We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.
  
  Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service.
  *******
  ******** ******* *******

  Customer response

  18/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  ******* ******
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, October 5, 2022, my husband noticed a 44$ charge from LawDepot on our credit card bill. He contacted the company right away and was advised that I had apparently subscribed to their service back in March, 2021 when I downloaded a form. My husband promptly cancelled the service and they refunded this month's fee. Having not remembered providing my credit card, or subscribing, I called the company immediately. The agent stated that in their fine print, it does advise that after a 7 day free trial, one is automatically subscribed at a monthly fee unless this is cancelled. I explained that this must have been a mistake on my part, as I had not used the service since that one form was download and asked if anything could be done. She said no because it was clearly on the fine print. I asked to speak with a supervisor and I was transferred to *******. I explained again the situation and she said there was nothing they could do other than the one-month refund. I have been charged approx. $790 for a service, that they confirmed during the call, was not used except for the initial form I downloaded and printed in March 2021. I realize that they have the fine print, but I feel the charges I received were not fair and demonstrate poor business integrity. Knowing I did not use their service, and proof on their end that I did not, I would expect a full refund for the months where the service was not accessed/used.

  

  Business response

  06/10/2022

  Hello ******,
  I do understand your frustration. When you went online to create the Rental Application Form, you were given 3 options to purchase that agreement.  You chose the 1 Week Free Trial, which stated that it was free for 1 week and would be $39/month after the trial ends.  When you entered your credit card information, it once again stated that it was free for 1 week, and if you did not cancel, it would be $39/month. We immediately sent you an email with the date and time to cancel in bold print. We followed this up with an email reminding you that you had an account on April 4/2021.  After that, it was on your credit card statement every month.  As explained to you on the phone, this is a service subscription.  As the account was not canceled until Oct 5/2022, we continued to provide service to your account.  
  
  Regards,
  ******* ***** ******** ******* *******

  Customer response

  06/10/2022

  
  ********** ********
  
  I am rejecting this response because:

  Good Morning, 
  

  As indicated in my original complaint, I have been charged approx. $790 for a service, that I did not use except for one  rental agreement form I downloaded and printed on March 27, 2021. I truly do not remember receiving all the emails that they said they sent, perhaps some of them went to my spam. I continue to maintain that the charges I received were not fair given I did not use the service. I have been honest and transparent regarding the situation and would hope that this company is able to provide a full refund for the months where the service was not accessed/used.

  Sincerely,
  
  ****** ********

  

  Business response

  17/10/2022

  Hello ******,
  I understand your frustration, unfortunately as mentioned before, it was your responsibility to cancel your account and we will not be able to refund this for you.
  Regards,
  ******* *****
  ******** ******* *******. Tell us why here...

  Customer response

  17/10/2022

  
  ********** ********
  
  I am rejecting this response because:

  It is unfair to charge an individual $790 for a service that was not used except for one day, March 27, 2021.  I understand individual responsibility and I also understand fairness. Many business would take a fair approach given these circumstances instead of reiterating the same thing over and over re: customer responsibility.  As I mentioned,  I  have been honest and transparent regarding the situation and would hope that this company is able to provide a full refund for the months where the service was not accessed/used.

  Sincerely,
  
  ****** ********
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  28/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used this service once in March and I canceled the subscription and have not used it since then. I noticed on my credit card that I was being charged $35 a month and I called and requested for it to be canceled. I spoke to a representative, who was very rude and condescending, and requested a refund for the months I was charged. She said no bc I had a subscription, I told her it was canceled and she repeated the same thing. I asked to speak with a manager and ******* came on the line, she sounded exactly like the previous rep so I don’t think I was transferred and she had the same demeanor as the first rep. I understand that it was a free trial but I have not used the service and was under the impression it was canceled.

  

  Business response

  29/09/2022

  Hello *******,
  I can understand your frustration, but I can assure you were transferred to the Manager from the first representative that you spoke to.
  I do see that you started the 1 Week Fee Trail on March 10/2022. At this time, we sent you a confirmation email with the date and time to cancel your account.  We did not get a cancellation request from you, so on March 18/2022, you were sent out a reminder email that you still had an account with us.  The charges then showed up every month on your credit card statement. We did cancel your account when received a call from you yesterday.  I am sorry that we are unable to refund your charges.
  
  Regards,
  ******* ***** Customer Support Manager

  Customer response

  29/09/2022

  
  ********** ********
  
  I am rejecting this response because: I canceled trial.!If it did not process, it was their website. I did not have an active subscription. I did not use law depot during period it should have been canceled.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  05/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was charged $35.00 on 8/4/2022 for a subscription that I cancelled on July 16, 2022. I was charged again on September 4, 2022. I need a full refund on everything I've been charged. My name is ****** ****** and the email address associated with the account is ************************. Attached is a file showing my account cancellation from July 16, 2022. Please don't hesitate to reach out with any further questions.

  

  Business response

  06/09/2022

  Hello ******,
  
  Our records also indicate that you canceled your account on July 19/2022 and that we have not charged you under this account.
  
  If you are showing a charge in Aug. there is a second account open, and we would need more information to find it. Please contact our customer service team at ************** with a different email address or the first and last 4 numbers of the credit card we charged and we will be happy to find out what happened.
  
  Regards,
  ******* ***** ******** ******* ******** Tell us why here...

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩