Complaintsfor3Stepdivorce

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired 3stepdivorce to assist with completing and submitting my divorce paperwork to the court. After receiving all of my payments including the court fine. They've been almost impossible to get a hold of. And when they do respond they say they're taking it up with their filing team everytime. It's been over a year. And the last email I received was in June of 2024. I've already requested my money back with them since they've failed to perform the service they offered. Now its almost impossible to get a reply.

  Business response

  08/30/2024

  Thank you for your feedback.  We apologize for the inconvenience we may have caused, due to that we will be refunding you in full for the the services you paid for.  You will recieve a confirmation once processed.

  Customer Support

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2023, my husband and I paid 3StepDivorce for their services. We paid 4 installments of $168, and an extra $250 to have them file with the court on our behalf. Things progressed slowly, but it did get to the point they were ready to file with the court. We then paid the $350 court filing fee. They filed with the court, and received a response. They sent us the paperwork we needed to have signed and notarized. We did that and sent the signed and notarized papers back to them in mid June 2024. After hearing nothing from them, I emailed to see what the case status was. They told me that they would forward the papers to the necessary team and send back the packet for me to sign. I informed them I had already signed it and sent it back with my husband's paperwork. They then assured me that they would forward it to the appropriate team to file with the court. I then emailed multiple times for an update and have gotten the run around and no answers. At this point my paperwork has been lost in their system for 2 months and I just want them to finish the job they have been paid for so we can move on.

  Business response

  08/22/2024

  Thank you for contacting us.

  We are deeply sorry for the delay and any inconvenience it may have caused. Please know that we understand your frustration. We want to inform you that the appropriate team submitted the next packet to the court. We sincerely appreciate your patience.

  Customer response

  08/22/2024

  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.
  
  Sincerely,
  
  ************************* *****

• Initial Complaint

  08/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a horrendous time trying to communicate and receive proper forms/information from this business. I would like to request a refund. They took months to respond to my emails, weeks to respond to any calls, and I had to keep calling/emailing- not to mention the many times their teams messed up information, provided incorrect information, provided incorrect or damaged mailing envelopes, and it resulted in a rejection three times in the courts. I have attempted to reach them for a refund, but even that has resulted in silence. Really disappointing experience!

  Business response

  08/14/2024

  Thank you for your feedback.  We apologize for the inconvenience, can you please forward us the last rejection notice you recieved and we will process your refund immediately.

  Customer Support

  Customer response

  08/19/2024

  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 have attached the documents you requested, please let me know if you need more. Thank you and please find my info and refund me as you mentioned. 
  
  Sincerely,
  
  *************************

  Customer response

  08/26/2024

  they said they would refund me if I send over the rejection notices. That was satisfactory so in the BBB portal I sent the images as attachments. Its been a week and have not heard anything from them.

  Customer response

  08/28/2024

  Thanks that was the nudge that was needed. I see they are refunding a card that I still have - connected to my ***** bank account - but the previous physical card has since expired and now have a new one. Will that be an issue for the refund? Thanks! They can reach out to me if so? 

  Business response

  08/28/2024

  Thank you for your email.  Please contact your bank or contact us after 10 days if the refund has not been received in your account.

  Thank you.

  Customer response

  08/28/2024

  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 will reach out in case refund not deposited. 

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally started my divorce through this website that provided a lot of testimonies about their service making me feel safe about my purchase and assuring this process would be quick. After a month I couldn't log back into my account. I contacted ********************** using their email that's provided on their website with no luck to get a response. It has been five months now from the time I first started the process and I have not heard anything back I did stop paying them because I wasn't seeing any results and the fact no one has contacted me made me concerned of it being a scam. I tried contacting them through their ******** page to only find a lot of other people are having the same issues with this company as I am. I soley want my money back and to be assured that my information isn't being sold as they asked for basically all my info and my children's since they were a part of my divorce. I would really appreciate whatever help I can get to resolve this issue as the company is doing nothing on their end.

  Business response

  08/06/2024

  Thank you for your feedback.  This customer logged into her account 5 times and was able to complete 79% of the questionaire, the reason why she has not been able to login since is because of multiple failed payments/insufficient fund denials.  She has 1 more payment that is owed, if interested she can make that payment and regain access to the system.  We will not be refunding anything per our terms.  Which is located here:  ******************************************************

  Customer Support

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally started our divorce process with 3 Step Divorce in February of 2023, and paid for the Divorce and **************************** at $168 for 4 months. We finished filing out our forms July 14th and sent and email to let the company know. We received notice that our documents were going to be sent to us on July 19th. We sent all the forms around August, but didn't realize we were supposed that my forms and my spouses' forms were to be sent separately. After some forms were lost and resent, and communication was extremely poor with the company (ie. an answering service on the phone that couldn't provide support, but just direct us to emails, emails that weren't replied to, etc.) we finally submitted all our forms and our court filing fee of $409 to 3step in March. On March 11th, we received communication that the forms had been filed with the court, and we were told the court would process the paperwork and send confirmed copies of the documents to us, and that there was a formal 20 day period after the petition was filed before judgement of our divorce can be entered. Unfortunately, as of April 29th, we reached out to 3step divorce to find out what was going on, and if they could verify the paperwork was received. On May 23rd, they said said the paperwork was submitted, but told us to contact the court for the status of the court proceedings. After that, I checked with the court, and they had not received any paperwork from us. On May 31st, a tracking number was provided to us, which says the forms were delivered, but it says to *********, and not the County Clerks office in ***************. I have followed up with the company about what address the forms and check were sent to, but I have not heard back from them. The first email was sent on June 1st, I wrote them again on June 21st, and have not received a reply. This company is horrible.

  Business response

  08/06/2024

  Thank you for your feedback.  We are working internally to understand exactly what happened with your case and will respond with a resolution, shortly.  

  Thank you for your patience.

  Customer Support

  Customer response

  08/07/2024

   
  Complaint: 22047976
  
  I am rejecting this response because: it is not a resolution, they said they will look into the issue, but have not provided any information about what happened to our paperwork and check.  They've responded before that they will look into it, and haven't.  I posted review on Trustpilot to stay away from this company, in which the company replied they would look into it, and I never got a response.  This was in June.  
  
  Sincerely,
  
  *****************

  Business response

  08/15/2024

  Thank you for your feedback.  We have reviewed this customers account and will be resending a new packet ASAP.  Tracking number for this packet is 92055903470167300020935806. We apologize for the inconvenience and will ensure the process moves more efficiently going forward.

  Customer Support

  Customer response

  08/16/2024

   
  Complaint: 22047976
  
  I am rejecting this response because: it is unclear if the company is sending me a new packet to fill out, if which is the case, all of these documents will need to be notarized, again, for the third time, and we should not have to pay for these notary charges again without some compensation.  Additionally, if the packet that was sent to the courts was mishandled, the court filing fee check of $409 dollars has been lost as well; will the company be responsible for covering this cost as well?
  
  Sincerely,
  
  *****************

  Business response

  08/27/2024

  Thank you for your feedback.  We've communicated a resolution to the customer via email and hope this helps resolve this issue.  We look forward to continuing to work with them to complete their divorce.

  Customer Support

  Customer response

  08/27/2024

   
  Complaint: 22047976
  
  I am rejecting this response because: I did receive an email from this company saying the will cover the costs of the notary, yet they fail to mention if they will cover the cost to replace the money order, which, fortunate to us, we do have the receipt, and I can see that it has not been cashed.  This of course begs the question, where did our documents get sent to?   These documents have our personal and financial information, and the fact that this company cannot tell us where they have been sent to, or what has happened to them is deeply concerning, and degrades any trust that we have with this company being able to safely assist us in our divorce. 

  Where are our documents that you mailed?  Why have you not disclosed this information?  You want us to send you our personal information again?  And our check again?  You have not explained why these documents were lost, how could this happen?

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

  Business response

  09/06/2024

  We have issued a full refund for our services and have stopped any further court filing process.  This was communicated via email on August 30, 2024.

  The documents mentioned previously were sent via **** and lost by the Postal Service.  Unfortunately we have no control over this.

  We apologize for this experience.

  Regards,

  *****

  8/30/2024 email:

  Dear Mr. ******* style="color: rgb(0, 0, 0); font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 12px;">I called earlier and left you a voicemail, and I wanted to follow up with an email. We apologize for the trouble you've experienced with your documents. Unfortunately, **** has misplaced your packets. We have processed a full refund of $672 for you. We sincerely apologize for any inconvenience this may have caused. If you have any questions, please feel free to reach out.
  Best regards,
  ********

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I signed up with the program online 3StepDivorce in September 2023 for both the Document Completion and ************ Services at a combined total cost of $598. I chose them after reading generally good online reviews, and their website which advertised 100% satisfaction guarantee for my divorce proceedings, with was uncontested with no children. The group was responsive at the beginning and filed our initial documents with reasonable speed. Since May this year however I have had to contact continuously to get the final packet sent to me. This has not been made easier by them eliminating their telephone support line and moving exclusively to an email only submission support option. Which offers I quote "You can expect a response within 24 hours" "All support enquiries are recorded and time stamped with an IP address for verification and easy reference purposes" Since May I have emailed multiple times with basically no response or assistance. Because of their lack of action a Court issued Notice of Dismisal had to be extended with a clear instruction from the Court that if the papers are not filed by early September my Divorce will be struck down from the Court Docket. With no repsonse from them, and, now, no way to speak with them as they have shut down their Telephone Line I am filing a BBB complaint in the hope this elicits some action from them . All I am requesting is they send me my "Packet 5" so I can complete the divorce and they can follow through and meet their promises and obligatons. Divorce is stressful and distressing enough without them exacerbating an already challenging and stressed situation. I have retained all correspondence through email showing all of my attempts to get this divorce processed and filed. Emails can be forwarded if needed.I hope you can help

  Business response

  07/29/2024

  Thank you for your feedback.  We assure you the next packet will be sent ASAP, along with an email confirmation and tracking #.

  Customer Support

  Customer response

  07/30/2024

   
  Complaint: 22022920
  I am rejecting this response because an answer of you will send ASAP when you have said the same in similar non committal responses, for over two months is frankly not an acceptable response for a reputable Company who advertise they are  part of one of the largest online legal companies NOLO who in turn are part of **************** It is not too much to ask for the Packet and Tracking # to be semt to me as a satisfactory response to my complaint. This is urgent as my case is in danger of being dismissed and distressing because of the lack of action on your part.  Please fulfill your obligations to me not "ASAP" but with a definitive and immediate.Thank you.
  
  Sincerely,
  
  ***************************

  Business response

  07/31/2024

  Have been in contact with **************** and the documentation requested has been sent and a tracking # provided for his records.

  If further assistance is required, **************** can contact me directly.

  Thank you,

  ***********************

  Customer response

  07/31/2024

  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 particularly wish to thank *********************** for her invaluable and prompt assistance with this matter and the BBB for facilitating the initial contact with ***************. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with the program online 3StepDivorce, which advertised 100% satisfaction guarantee for my divorce proceedings with was uncontested with 2 children. The group was responsive at the beginning and filed our initial documents 2/15/24. I had to call continuously to get the 2nd packet sent to us, which took them 3 months to finally file them. During that time they eliminated their phone number and provided only an email submission support option. Sine that time, I have emailed over 12 times with no response or assistance. I had to finally contact the court myself and finalize my divorce myself, spending almost $1,000 for absolutely nothing and almost no communication at all.

  Business response

  07/05/2024

  Thank you for your feedback.  We aplogize for any inconvenience we may have caused and a representative will be in contact with you in reference to your refund request.  

  Customer Support

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/9 I paid $598.00 to 3 Step Divorce which was to give me access to their questionnaire that would generate the forms necessary to file for divorce. The $598.00 included the service that 3 Step would file for divorce on our behalf when all forms were completed. The initial packet took two months to arrive in the mail. After the first of the year I received an email stating that changes were being made and that customers would no longer be able to reach their customer service through the phone. The phone number was removed from their website and the phone number listed in the packet had a recording stating that all contact must be done through the customer account email access. They claimed to respond within ***** hours, which is not what I experienced. Once my packet was complete, I was told that needed a new packet since my son turned 18. It was never received. I received an email stating my account would be shut off as of 5/20. I reached out multiple times trying to get things moving without any success. As of 5/20 I am no longer able to contact them with the changes they made to their customer service. I have retained all correspondence through email showing all of my attempts to get this divorce processed and filed. Emails can be forwarded if needed.

  Business response

  06/19/2024

  Thank you for your feedback.  We will review your account and get your packet sent to you ASAP.  We will also send a confirmation with your tracking # included.  We apologize for the delay and will rectify this quickly.

  Customer Support

  Customer response

  06/19/2024

   
  Complaint: 21835804
  
  I am rejecting this response because:

  3 Step Divorce has closed my account after my request to keep it open while I waited 2 1/2 months for the new packet to be sent to me.  Now that they have changed their customer service approach by removing their phone number and only accepting emails by signing into the customer account, I am no longer able to contact them in any way.  I believe this would not be an effective way to file for divorce, which is a major life change.  I am no longer comfortable with 3 Step Divorces ability to handle my divorce.  Please refund the money I paid for this service.
  
  Sincerely,
  
  Lia House

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 3step divorce to process and file my divorce in *******. It was 5 payments of $169. I paid the entire amount and was told to complete certain documentation. All documentation was completed and I was then told that my divorce paperwork was being reviewed and an update would follow. I was told that at the end of April. I have not recieved any response or update from 3step in over a month. I have reached out to them several times and still have yet to receive a response. They're claiming to provide high standards and have great customer service and support with clients. I now see all of the negative clients reviews with similar situations as mine. feel I have been bamboozled and that this company has stolen over $800 from me. I want my monies back!

  Business response

  06/17/2024

  Thank you for your feedback.  We apologize for the delay in getting your packet out to you.  We will be reaching out to you shortly with a confirmation on next steps.

  Customer Support

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told us the divorce fee should be $245 for them to send to the court on our behalf and then we got a letter saying it should be $210. We asked for a refund for the $300 for submitting the paperwork to the court for us and to send the original paperwork back to us. We got this email on 4/30:Hi *******, Thank you for reaching out to us. Unfortunately, we are unable to honor your refund because you have accessed the portal and started/completed your questionnaire. The order has been in place for well over thirty days, and there has been constant activity in the file. As per our terms "The 3StepDivorce online divorce products are comprehensive tools that rely on a significant amount of research, in order to allow you to understand the divorce process better. We provide information about the forms and divorce process, in addition to generating your documents for divorce. Due to the nature of the above, once you have accessed your portal after purchasing any of our products or services, we will be unable to provide a refund. If you have not accessed your portal, documents, instructions, or other offerings, a refund is available within 30 days from the date of purchase." Please see our refund policy:****************************************************** Best,3StepDivorce/ MC This was the last email we got from them and we have sent multiple emails since requesting the paperwork be returned with no response. We used to be able to call and speak to someone at ************ but now its just an automated message saying to email them or go on to the website and submit a help request. We did both and got an automated response to the online help request on 5/11:This is an automated response from 3StepDivorce (3stepdivorce.com)confirming the receipt of your inquiry.You can expect a response within 24 hours.All support inquiries are recorded and time stamped along with an IP address for verification and easy reference purposes.

  Business response

  05/23/2024

  Thank you for your feedback.  In regards to the ************ fee, we have specific instructions that alert the customer to confirm the filing fee with the courts prior to submitting payment in hopes to alleviate this very issue.  Additionally, we will not be processing a refund for the ************ Services since we are well into the court filing process. Once we receive the most recent packet back we can continue filing on behalf of the customer.  We understand that this is a stressful period and we want to assist this customer to bringing this to a close.  

  Customer response

  05/24/2024

   
  Complaint: 21712077
  
  I am rejecting this response because: we no longer trust them to file on our behalf. They are not "in the filing process" because they can't file yet. They are waiting on a check for the filing fee from us. I requested the documents to be sent back to me a month ago in the same email where I requested a refund. They responded about the refund very quickly, but nothing about the documents. An employee recently told me the request was "escalated" twice. This is not the first time they have delayed in responding to us either. There is no communication about when packets are being sent out or if they even received them. I had emailed them saying that since we paid the money for filing services we will no longer be using, they can use that extra $300 to overnight the documents. They have been dragging our divorce paperwork out for over six months. There is no reason it should take this long. I want my documents back immediately. 
  
  Sincerely,
  
  ***************************

  Business response

  05/31/2024

  Thank you for your response.  We have sent your documents via ***** Tracking #**************************.

  Please contact us if further assistance is needed.

  Thank you,

  *****
  3StepDivorce Customer Support

*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. ↩