Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a subscription for Legal Zoom to be my registered agent in 2024. Within a short period of time (about 30 days) I attempted to cancel service. After that time I was under the impression that I had canceled the service, as I requested that any and all services with Legal Zoom be cancelled. Today, I received notice of a charge to my account for $199 for a service I thought that I had cancelled, which is a subscription renewal charge. At that time, I called LegalZoom to explain that I was under the impression this service had already been cancelled. They insisted that this is nonrefundable despite the fact that the corporation was dissolved almost a year ago and they have not provided any service whatsoever since then as a result. I was informed that this did not matter, and they were just following their policy, which in my opinion is unreasonable given the circumstances. At this point, it appears that LegalZoom's business model is to confuse their customers, and charge them for services by tricking them and making the process difficult to understand.

  

  Business Response

  Date: 05/15/2025

  Hi *********,
  
  Sorry to hear about this experience. I have forwarded your issue to our customer care team for escalated review. Someone will reach out to you by phone or email soon to discuss your case. For email, we will use the email address on your LegalZoom account, which is different than the one you used in this complaint.
  
  Regards,
  *****

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After much effort I did receive a refund.
  
  Sincerely,
  
  ********* *************

• Initial Complaint

  Date:05/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Legal Zoom over $1200 to assist me with getting my small woman owned business name trademarked, around June 27, 2023. They then forwarded my application to an attorney; to date, I am a still without my trademark. I do not believe that Legal Zoom is doing enough to ensure my process moves a little more quickly. This June 27, 2025 will make 2 years I've been waiting. They keep reporting there is nothing they can do; I do not understand this. They do not communicate with me about my application unless I contact them, and they keep telling me the same thing. Why aren't they taking ANY action on behalf; that is what I paid for, but is NOT what I am getting.

  

  Business Response

  Date: 05/13/2025

  Hi Dr ************************ for the lackluster experience. I have escalated your feedback to our customer care team and someone will reach out to you very soon via phone or email to help resolve this issue. For email, we will use the email address on your LegalZoom account, which is different than the one you used in this complaint.
  
  Regards,
  *****

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had previously cancelled all my services with LegalZoom. I was then randomly charged for a registered agent service on May 4th - Reached out to legal zoom on may 6th to get a refund. I was instructed to give a name and number for call back which i received 3 days later then never heard back. I had to follow up on may 12th for 4 hours just to get told they wont refund me even though I had previously cancelled all my services and their email went to my spam folder nor did they send me a final notice that they were charging my card $499!

  

  Business Response

  Date: 05/13/2025

  Hi ***,
  
  Sorry to hear about this experience. I have forwarded your issue to our customer care team for escalated review. Someone will reach out to you by phone or email soon to discuss your case.
  
  Regards,
  *****

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used this service a yr ago to make a Will and did not know that it was a subscription service. Im now charged ****** for a subscription I didnt know I had! They said they email me about it but I NEVER received said email. They basically said to bad! We dont reimburse.

  

  Business Response

  Date: 05/07/2025

  Hi ******,
  
  I have reviewed your complaint here and escalated your case to our customer care team for immediate review. Someone will reach out to you by email or phone very soon to find a resolution.
  
  Regards,
  *****

  Customer Answer

  Date: 05/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Alllison

• Initial Complaint

  Date:05/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I submitted a complaint against LegalZoom to the BBB last year under number ******** that outlined two issues I needed the BBBs help resolving. One was that LegalZoom owed me a refund of $1,200 for the tax package that they did not provide services for and the second issue was that I also paid LegalZoom $392 for their legal plan to get legal guidance for starting my business and I paid $280 for their compliance packages to speak with their compliance experts for guidance on starting my business. The request refund total is $672. Both packages are for customers to schedule consultations to speak with LegalZooms legal and compliance experts to answer questions and help you follow legal and compliance guidelines for your business. As stated previously, the information I received from these teams was in direct conflict with what LegalZooms own tax service teams stated. This lead to significant confusion on a number of topics as the ** tax team told me the information that the ** legal and compliance team gave me was incorrect. Please see the attached photos from this past April and March. The ******** claim for a refund for the tax package has been mostly resolved. ***** *. with LegalZoom, emailed me on 3/20/25 that the ************* team was going to contact me regarding the refund of $672. The attached photo from 4/14/25 shows that ***** from LZ stated that the refund for the $672 would require a separate complaint as he, *****, and ***** *. are on the tax preparation teams and can only refund the tax package. Today is 5/2/25, and I have heard nothing else from LegalZoom on the status of the refund for the legal and compliance packages. Accurate legal and compliance guidance is what was advertised and what I paid LegalZoom for, but that is certainly not what I received. ***** referenced the ** already paid the other companies. This is irrelevant. LegalZoom represents these services as their own and LegalZoom charged my credit card for these services.

  

  Business Response

  Date: 05/05/2025

  Hi *****,

  Nothing has changed in regards to my last correspondence to Complaint 22335056, which is the same matter as this complaint. We consider this a duplicate complaint.

  *****

   

  Hi ***** and *******,
  I wanted to provide an update as I have reviewed the details of this complaint with internal parties. We believe this complaint should be considered as resolved as relates to booked business with LegalZoom. LegalZoom has refunded the customer (*******) the amount spent directly with us: $594 to her credit card, $99 by check, and $297 previously refunded to the customer via chargeback. Totaling the $990 spent with LegalZoom.
  What the customer is currently disputing is her request for additional compensation for money spent to have tax service completed by a separate company. Our Legal team is reviewing that request for $882.
  Again, LegalZoom has paid in full the money spent with our company. The request for additional compensation is with our Legal team and should be considered outside this complaint and resolution process.
  Best,
  *****

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23283677
  
  I am rejecting this response because: 
  
  This is a separate complaint as instructed by *****. The attached photo from 4/14/25 shows that ***** from ** stated that the refund for the $672 would require a separate complaint as he, *****, and ***** *. are on the tax preparation teams and can only refund the tax package. 
  
  I initially submitted a complaint against LegalZoom to the BBB last year under number ******** that outlined two issues I needed the BBBs help resolving. One was that LegalZoom owed me a refund of $1,200 for the tax package that they did not provide services.

  The second issue was that I also paid LegalZoom $392 for their legal plan to get legal guidance for starting my business and I paid $280 for their compliance packages to speak with their compliance experts for guidance on starting my business. The request refund total is $672. The packages are for customers to schedule consultations to speak with LegalZooms legal and compliance experts to answer questions and help you follow legal and compliance guidelines for your business. 

  The information I received from these teams was in direct conflict with what LegalZooms own tax service teams stated. This lead to significant confusion on a number of topics as the ** tax team told me the information that the ** legal and compliance team gave me was incorrect. 
  
  As of today, 5/9/25, and I have heard nothing else from LegalZoom on the status of the refund for the legal and compliance packages. Accurate legal and compliance guidance is what was advertised and what I paid LegalZoom for, but that is certainly not what I received.

  ***** referenced the ** already paid the other companies. This is irrelevant as from my perception as a paying consumer, LegalZoom represented these services as their own and LegalZoom charged my credit card for charges for these services. I did not pay any other parties. 

  I am unclear of why the last communication from ***** specified that the legal and compliance complaints for a refund would need to be a separate BBB complaint and now that I have done just fine that. The previous claim under which he said this issue could not be resolved is now being referenced as a reason of why it cant be resolved. These responses are conflicting and I just want to be reimbursed for services I paid to LegalZoom and did not receive. 

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

  

  Business Response

  Date: 05/09/2025

  Hi *****,

  LegalZoom rejects this complaint. I (*****) never suggested a second complaint should be filed. LegalZoom fully responded to all items in the previous complaint, and we consider all of these matters closed.

  If this complaint is cycled again, I will escalate to ***** or ***** at BBB.

  *****

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23283677
  
  I am rejecting this response because:

  The exact language used was, The request for additional compensation is with our Legal team and should be considered outside this complaint and resolution process.  
  
  ***** at LegalZoom also wrote in an email, I have also advised management of your continued request to be reimbursed/compensated for your compliance and legal packages.

  This was submitted by you in the BBB moderated communications and Ive also attached the screenshots to support this separate complaint. If the LegalZoom are declining to resolve this or assign this complaint to the appropriate person in your company to resolve this, then escalation of this complaint will be a clear next step.

  Even in this most recent reply, there is no mention of an update to resolve this issue. I have been patient in waiting an extended period of time for this to be resolved. I am not interested in waiting additional months for this to be resolved. 

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

  Customer Answer

  Date: 05/13/2025

  
  This is a separate complaint. The attached photo from 4/14/25 shows that ***** from ** stated that the refund for the $672 would require a separate complaint as they are on the tax preparation teams and can only refund the tax package. 
  
  I initially submitted a complaint against LegalZoom to the BBB last year under number ******** that outlined two issues I needed the BBBs help resolving. One was that LegalZoom owed me a refund of $1,200 for the tax package that they did not provide services.
  The second issue was that I also paid LegalZoom $392 for their legal plan to get legal guidance for starting my business and I paid $280 for their compliance packages to speak with their compliance experts for guidance on starting my business. The request refund total is $672.
  

  The services I was sold were packages for customers to schedule consultations to speak with LegalZooms legal and compliance experts to answer questions and help you follow legal and compliance guidelines for your business. 
  The information I received from these teams was in direct conflict with what LegalZooms own tax service teams stated. This lead to significant confusion on a number of topics as the ** tax team told me the information that the ** legal and compliance team gave me was incorrect. 
  
  As of today, 5/12/25, I have heard nothing else from LegalZoom on the status of the refund for the legal and compliance packages ($672).

  Accurate legal and compliance guidance is what was advertised and what I paid LegalZoom for, but that is certainly not what I received. 
  ***** referenced the ** already paid the other companies. This is irrelevant as from my perception as a paying consumer, LegalZoom represented these services as their own and LegalZoom charged my credit card for charges for these services.
  
  The previous claim under which he said this issue could not be resolved is now being referenced as a reason of why it cant be resolved. These responses are conflicting and I just want to be reimbursed for services I paid to LegalZoom and did not receive. 

• Initial Complaint

  Date:05/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LegalZoom began charging me subscription fees for services I did not sign up for and then refused to refund me despite clear proof that there were not utilized. They use misleading language to make services appear as included in your packageI was charged 3 payments of $177.70 for state filing fees (my LLC is already registered in my state) including a $99 expediting fee for basic paperwork. I was denied a refund for any subscriptions I did not sign up for. ****. This company is just charging users for miscellaneous services they do not agree to or understand. The operator I spoke to could barely explain to me what these charges were even about.

  

  Business Response

  Date: 05/02/2025

  Hi *********,
  
  Thanks for your feedback on this process and sorry you're not having a good experience. I have escalated your case to our customer care team to review, and someone will reach out to you soon by phone or email to discuss.
  
  Regards,
  *****

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase # ******** Date Purchased 03/20/2025 Your purchase details - ******************** purchased was never delivered and they indicate it can not be delivered yet will not refund my money. Legal Zoom could not complete service without signed notarized documents which were signed and sent to an Austin Texas address, I have verified delivered via ****** To date Legal Zoom customer service can not provided information on what happen to package delivered, can not complete the service without the package, and refused to provide a refund. They essentially charged my credit card $185.00, did not or can not complete service, lost documents, and not refuses to provide a refund.

  

  Business Response

  Date: 05/01/2025

  Hi *******,
  
  Thanks for your feedback on this process and sorry you're not having a good experience. I have escalated your case to our customer care team to review, and someone will reach out to you soon by phone or email to discuss.
  
  Regards,
  *****

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************************** continued to take money out of my account each month if not more than once, multiple times. I tired to resolve the issue directly through the merchant by asking them to stop the payments that were being taken & cancel any of my active services that I may have had. I tried to resolve the issue with the merchant before the refund eligibility period was up & I was told I would no longer be billed going *********** was still chargerd in the later future for these same services again. I requested a ************* wouldnt give me a refund without any explanation or anything. I disputed the charges through my bank & the merchant would not even respond to my bank so my bank had to close the dispute as unresolved. I really need my money back. Legal zoom used my ********** card to make 1 payment out of the total amount they charged ********* refunded that 1 charge but I can not even get them to respond back to my bank when they did a merchant dispute almost 3 months ago now. They refunded me 1 amount of $108.67 so Im not sure why they didnt refund the others or even respond to the merchant dispute. I am a single mom & this is over $1,000 in charges. Please help me. This has really put me in a really bad place financially. I filed a complaint with the BBB on **************************** originally on August 27, 2024 however, I never received a response back from them after a 2 months time period. I reached back out to the BBB only to be informed that my complaint was never even filed. I had to resubmit the complaint for a second time on October 3, 2024 & I still have not received a response from legal zoom on that complaint as of October 27, 2024. *** responded on October ******* asking me if I could/would provide them with my website domain name, my ********* ticket numbers or case numbers that I may have had the interactions with their support team.

  

  Business Response

  Date: 05/01/2025

  Hi *****,
  
  I have reviewed your feedback here and escalated your case to our customer care team for immediate review. Someone will reach out to you by email or phone very soon to find a resolution. While the phone number you provided matches your account, the email address does not. Any email messages will be sent to the email address on the account.
  
  Regards,
  *****

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23264450
  
  Thank you. I will be looking for someone to reach out to me on this matter. 

  

  Business Response

  Date: 05/09/2025

  Hi *****,

  I spoke to ***** who said he worked with you and refunded some of the subscription charges. Just making sure as we can hopefully close this complaint.

  Best,

  *****

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction I was charged was for $199.00 on 1/15/2025. I was charged this hidden fee without knowledge of it. I reached out to them and my bank and they refuse to refund the charge. They claim I have logged in and used their services but I have not used the subscription in which the fee was for. I even went as far as cancelling it because I noticed afterwards I was signed up for that subscription. It is not a subscription I needed which is why I wouldnt have signed up for it but yet Im still being charged that fee.

  

  Business Response

  Date: 04/29/2025

  Hi ******,
  
  I have reviewed your feedback here and escalated your case to our customer care team for immediate review. Someone will reach out to you by email or phone very soon to find a resolution.
  
  Regards,
  *****

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged an annual fee despite cancelling my account years ago and dissolving my entity with the state of *** I've also changed my credit card number and somehow legal zoom was still able to charge the annual fee. I'm tired of relying on people to close the account and at this point I want my fees back. I've also been notified of an upcoming charge that I want cancelled or I will dispute it as well. I was charged last year $399 and the upcoming charge $499. I wish to end all ties with legal zoom.

  

  Business Response

  Date: 04/29/2025

  Hi ********,
  
  I have reviewed your feedback here and escalated your case to our customer care team for immediate review. Someone will reach out to you by email or phone very soon to find a resolution.
  
  Regards,
  *****

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23261120
  
  Thank you for your message. I did receive an email from someone but it did not sound like my case. They wanted to discuss my review on trust pilot. I don't have a review there. Please take this seriously, refund the money that was charged without authorization and confirm that you will not charge in May as also emailed. I've tried for years to cancel my account and got nowhere with your staff. My business was already dissolved in ** and I have not needed or used your services.

   

  Still outstanding: $400 refund and confirmation that you will not charge me next month or at anytime in the future. 
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 04/30/2025

  Hi ********,

  I have sent your response to *********** and reminded him to pay attention to the details. He'll be in touch again soon.

  *****