ComplaintsforEZ Name Change

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contacted this ******* at the end of Feb 2024 to inquire about their services. I was told they are a 'FULL SERVICE' name change ******* - after paying them $115 i have come to find out that this is just not true. I paid for expedited service and it expedited in a way, expedited so fast that the paperwork they sent me that is supposed to be submitted to the supreme court of my stat had numerous careless errors including misspellings of my name, missing letters from my county and last name as well as a HUGE error... this ******* is so careless that the legal documents they prepared for me stated I was changing my gender when I was changing my last name. Pretty big difference.Errors aside, I could have maybe overlooked their sloppy work if they had been at least honest about their actual service... mistakes happen I get it but flat out lying and saying you are a ************** ******* and all i need to do is 'sign the papers' when in reality I have to print the papers, locate and make an appointment with a notary and also pay for a notary is unacceptable. I even emailed to ask about the process before signing up and again I was told the same thing their website states, this is a 'full service' ******* that handles everything. How is this full service when a HUGE part - probably the most difficult part - of the process is not included? More like a full service scam

  

  Business response

  03/06/2024

  We have issued a full refund ($115) to this customer which will be credited back to whichever card she paid from. Her refund is already deducted from our account. 

  In February, this customer emailed us to ask if we could help with her particular type of legal name change in ******** where she lives now. We told her we could and provided her with a link to our ************ (********) page where she was invited to read how we work, what would be expected of her and of us in providing the Legal Name Change Assistance. We routinely answer questions almost indefinitely, to best insure that anyone who pays us to help knows what we charge, what we do and what to expect. 

  On March 5, she started service with us and paid $115 to initiate eXpedited ************ Name Change in ********. In about 24 hours, she filed this complaint and lodged other bad reviews of our service. Before filing this complaint, unfortunately, this person did not try to have anyone at EZ Name Change address her concerns. Without a way to meaningfully communicate with our customer, we can't provide excellent service so we elected to refund this payment and terminate the account with us so this person can pursue their legal name change in any other way they choose.  

  We are Legal Name Change Specialists and do everything in our power to be careful, complete, transparent and help our customers to be successful with a minimum of work or stress on their part. We obviously didn't succeed in this case, which we deeply regret. 

  Our website in general, and the page which this customer was given to review before beginning with us, did disclose that she would need to do certain things, including having one document Notarized. This is a requirement in ******** and some other states, but not in still other states. To ************ customers, we do make the Notary requirement known. There are other things our customers need to know and, to be successful, they have to be aware and onboard for their part of completing the process. Getting a Notary is an inconvenience, but it is a very modest cost and Notaries are generally available everywhere...literally. We may, in the future, provide an online Notary for an additional service, but we don't have that to offer yet. This customer is the first person, in many thousands of customer situations, to describe the Notary requirement as a "HUGE" problem of any sort. However, because this customer didn't notice our disclosures about the Notary requirement, I will be reviewing our published information and standard customer communications to shore up any loose information about that aspect of this process. I intend to make this customer's upset with us a learning experience if possible. 

  Legal Name Change is different all over the country. In ********, the court forms for legal name change double as court forms for legal gender change too. This customer thought we had provided the wrong type of Petition for her Name Change, but we didn't. Ordinarily, that type of misunderstanding by our customer is grounds for a little laugh when we explain. In this case we didn't get the chance. 

  The customer is correct that we shouldn't have made any typographical errors on her completed documents. We did quickly make corrections and provide her with corrected documents (without charges),within a couple of hours. We try to be perfect all the time, but don't succeed in that goal of course. We also clean up a lot of typos and punctuation issues that our customers make. We did provide a perfect set of documents, but that wasn't enough for this customer so I authorized her full refund with our best wishes. 

  Please let us know if anyone needs additional information about EZ Name Change or our account activities with this customer. 

  Customer response

  03/07/2024

   
  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. I should have reached out to leadership before I started a complaint, they have resolved the issue, thanks. 
  
  Sincerely,
  
  *********************************

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