ComplaintsforNolo

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Martindale-Nolo provides attorney referral services with an area based format. I began using them in 2020 or so and paid $560 per month for 10 leads. I noticed over time the qualify of the leads kept falling. The telephone numbers were inactive or the mail boxes were full, the emails bounced. Many of the people I contacted said they had never filed a workers compensation case. I complained several times but corporate policy said I had to pay. I dropped the service. I told Nolo I was not going to pay every month for c*** I was bombarded with emails week after week for months asking me to renew. . I asked them to stop but they would not. After about a year I finally relented. I agreed to a trial period of three months only at a significantly reduced rate - because it was c*** Even after I had "resigned" with Nolo I kept getting prompted by their marketing department to pick up the service. In other words, one department was not talking to another. Nolo did not even know that I had started a new trial period.Two days ago I received notice from my bank that my account had been charged $600 by Nolo, presumably for another three months of leads, but again the leads were c*** in the renewal period. I asked the ************ to deny payment, but it said the billing had already been put into their system and it will be hit or miss whether the charge goes through. So now I am facing a situation where I will have insufficient funds to pay for something I never requested and cannot deny the bill. I had to have the credit union generate a new debit card number, which means my other debits will need to be reset. A waste of time.. The last transaction was fraud, pure and simple. Nobody should be harassed like this from what claims to be a responsible business, and nobody should be put in my financial position because of greed.********************* never answered the phone, nor responded to emails. A waste of my time.

  

  Business response

  04/08/2024

  Thank you for your feedback.  As requested, you are opted out of marketing contacts and your account is not active.

  Customer response

  04/09/2024

   
  Complaint: 21473747
  
  I am rejecting this response because: It does not rectify the $600 charged to my debit card. At this time a payment of $600 was processed by Nolo without authorization. While the payment has been disputed, the funds have not been returned, so "opting out" doesn't resolve the issue of unauthorized billing nor make me whole.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase an on-line divorce DIY package from this business. The advertisement states:"Answer all state-required questions, at your own pace Navigating the legal requirements of divorce can be daunting, but we're here to help with:One unified and simple questionnaire to cover it all Easy to understand, state-specific questions"It sounded simple enough, however once I answered the questions and looked at the forms online (I did NOT print/download or otherwise use ANY forms from Nolo), there was a glaring issue around maintenance support. I tried revising my answer to get the form to correct this, it didn't work. So I called customer support and they informed me that the form is boiler plate and they aren't able to change it. The boiler plate verbiage that is on the form IS NOT a legal requirement in my state and should NOT be included in the form as mandatory. However you don't know this until you complete the answers. When I asked for a refund because the forms wouldn't work for me, they denied it stating that because I answered the questions I was obligate to pay for the form, even though I NEVER used the service. This is totally misleading and predatory, especially for people who may not have financial resources available to spend thousands of dollars for an attorney and who are looking for a reputable service to assist with legal forms.

  

  Business response

  11/30/2023

  Hello and Thank you for your feedback.

  per our terms: The 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.

  Additionally, if the forms the customer purchased were rejected by the courts, the customer would be eligible for a full refund.  

  Thank you,

  Customer Support

  Customer response

  12/04/2023

   
  Complaint: 20863243
  
  I am rejecting this response because:

  The website indicates that the forms are "state-specific". In my particular state, it is not a law that spousal support ends if the receiving spouse cohabitates with someone of the opposite ***. However, the documents that the website generates (and CAN NOT be changed) includes this specific language. Nobody would know this without first logging on, imputing some information and then reviewing the documents. Thus according to NOLO invalidating the refund policy. I figured this glitch out within the first few days of purchasing this and I immediately requested help to modify it from customer service. **************** stated the language can't be modified. Being that the language is something NOLO decided to included in the documents, and not any law of any sort in my state, it should be modifiable. Anyone dealing with spousal support issues should be extremely wary before signing up with this service. I believe that because you are not able to modify optional language (and VERY important language) in these document, there should have be some type of review process prior to purchasing so you can actually see what your buying, or as long as documents haven't been downloaded or printed, a refund should be available. Basically it cost $299 and I never printed, downloaded or otherwise used this service. You should at the very least offer to amend the documents to my satisfaction.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  09/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Inaccurate information provided in the NOLO chat service, Rep or bot said that NOLO is a firm.Rep wouldn't provide the address.Legal matters are serious. Accurate information is essential. NOLO should be shut down.They have people providing false, misleading information to people in need of legal services.If this is a lawfirm, this is attorney misconduct They're representing themselves as a lawfirm, exhibited by statements made by ****** in this chat, thus attorney misconduct:"false or misleading statements""failing to disclose all relevant facts"

  

  Business response

  10/10/2023

  The chat on NOLO.com is only to assist consumers with finding an attorney, not giving legal advice.  Legal advice should not have been asked to the chat operator.  It says "I can help coordinate a free consultation with an attorney"  in the chat window!

  Thank you for your inquiry

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Martindale Nolo "lead" referral program is not what was explained or described in writing. We have received leads with dead emails, bad phone numbers, no voicemail, out of area, beyond the statute of limitation and had been sent to other attorneys previously, and even out of practice area when the representative from Nolo told the lead that it was the wrong practice area. The leads border line on fraud but at minimum the service is not curated leads. Then when you want to dispute a lead you have to take more time to explain the faults in their system. Your leads are denied without any rationale or approved the same way.

  

  Business response

  09/06/2023

  Hello and thank you for your feedback.  The account manager is currently working with this individual to resolve this issue.

  Customer response

  09/06/2023

   
  Complaint: 20558238
  
  I am rejecting this response because: the account manager has told me despite the leads having no merit and most not even having valid contact information they will only provide credits to receive more of their deceptive leads. More poor production is not acceptable only a refund based on your failure to satisfy your end of the agreement in good faith. 

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged by Nolo ****** on Sept. 13. 2022 for an item I didn't order and did not receive. I would like a refund as well as to be compensated for me time or efforts. I already tried to contact them via their online system (ticket number ********). On Oct 13th, someone responded who confirmed a I had not placed an order, but they did not refund me my money. I was going to buy something and had it in my cart. I was looking for a discount code, but didn't find one so never completed the order. However, my credit card was charged but no receipt nor a product was provided.

  

  Business response

  08/28/2023

  Good Evening,

  This order was placed by ***************** on 9/12/2022 @ 6:50pm. The order was completed with a 25% discount as mentioned.  The product is downloaded via a link which would've been sent to the email used on record.  The customer still has until 9/12/2023 to download what she purchased.  We can definitely resend the email with the download link if the customer is still interested in using the product.

  Thank you,

   

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased Willmaker software on 07/11 and attempted to download it with the redemption code given. Code did not work, eight phone calls and six eamails to Customer Support not answered. No return phone calls, one attempt to give me a redemption code that worked, that failed as well. Please deliver the product and remove me from further marketing.

  

  Business response

  07/19/2023

  Thank you for your feedback.  We apologize for your experience and will be contacting you today to resolve and get you access.

  Customer Support

  Customer response

  07/20/2023

   
  Complaint: 20342589
  
  I am rejecting this response because: business responded by saying they would contact me on 07/19, they failed to do so.  Complaint is still unresolved.  
  
  Sincerely,
  
  ***************************

  

  Business response

  07/24/2023

  We reached out to the customer and provided an updated password for him to use.  So this customer has been in contact with our Support group.  We will reach out to him again today and double check that he can login.

  Thank you

  Customer response

  07/25/2023

  Nolo has provided me access to the software, everything is fine now.  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our Lead generator went live on 3/28/23.They promised complete and properly vetted lead information for people needing a worker's compensation attorney. Promised an easy no-fuss credit request process for invalid leads. About 90% of these leads say they do not have injuries and they did not reach out for an attorney. 9 times out of ten our credits are denied and I have to email and email our account manager for the credits to be issued. We paid them $920.70 for 18 qualified and verified ************* read the many reviews on ****** about this company and you will see this very situation time and time again. I am now at a loss on this program as the amount of time I have to pay my staff to stay on top of these leads and be sure we are getting credits. I want to be released from my contract and to be refunded. I feel this is a fair request as it is an attempt to offset the payroll this scam of a program has taken from me.

  

  Business response

  06/21/2023

  Hello, ******

  We deliver thousands of leads to attorneys each day, and many of them convert into clients. We have subscribing customers who've been successful using our leads for some time and have built their firms with it, so we know our campaigns work for many firms. Your feedback to the contrary is important and we value your insight, as it helps us continually improve. We appreciate meeting with you to discuss your experience and being given the opportunity to make things right.

  Customer response

  06/22/2023

  Better Business Bureau:
  
  Nolo Martindale has agreed to refund us. Once I get verification from my credit card company this will resolve the issue. See below email as it will not allow me to attach their email for your review.

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

   

  ********************* <********************************************>

  Mon 6/19/2023 6:04 PM

  Hi ******,
  
  The refund of $920.70 has been issued. 
  
  - 6/16/2023 ******* Refund - Cybersource MHSUB1 **************** **** $-920.70 $0 NA Successful 100
  
  Thank you so much, 
  

  Please click on the link below to schedule a call:
  ***********************************************************************************
  
  *********************
  Lead Account Manager
  ************* | ********************************************
  **************************************************************************************

• Initial Complaint

  04/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The website, that I visited in search of an answer to a legal question has a heading that assures site visitors that they will chat with a real person and not a bot. I engaged with the chat and found that statement to be absolutely false. There is indeed a bot, claiming to be a person and the bot keeps soliciting my personal information to possibly speak with an attorney. I find this to be reprehensible and is a huge red flag that this firm will exploit clients. ****************************************************************************************************************************

  

  Business response

  04/28/2023

  Thank you for your feedback.  The chat you are referring to is only there to help connect you with an attorney to assist with your inquiry via a free consultation.  Which is why its asking you for your contact information.  We are not a law firm, this site is a legal directory.  Please read the terms found on the bottom of the site.

  Have a great day!

  Customer response

  04/28/2023

   
  Complaint: 19942350
  
  I am rejecting this response because:
  Your reply did not address my complaint, which was worded very clearly. The complaint is that the website falsely advertises that chats are with a real person and not a bot. Your response to my complaint was a deflection. Can you prove that you are not using bought technology? I dont think that you can. It is clear to me that you use bots for chats when Your website says otherwise. You have a banner on your website, assuring visitors that they will be talking with real people and only real people. That is an outright falsehood and you should remove that banner immediately.
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the *** form as well as an assigned agent from NOLO. This was about a month ago. Since then I have not received any assistance or emails about the progress being made on the process. I received an email from Nolo saying that my name choices for my business were denied but after running those names through the Secretary of State, it said that they are available. I would like a full refund on the products I purchased.

  

  Business response

  04/11/2023

  Hello,

  We apologize for your experience with our Small ****************** Services. We did not reply to your emial in a timely manner and for that we are sorry. We reached out to you for new names to be provided so that we can refile to the Secretary of State. This step has been completed. Thank you for submitting your new name choices. 

  We see that we refiled on 4/5/23 and your business was formed on 4/10/23. We have provided you with all documentation for you new business; The Crafty Cow, LLC.

  We have processed a partial refund for your experience.

   

  Best of luck on your future endeavors,

  Small ****************** Team

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Nolo's online service to file for an LLC in ** with a business license add-on on February 5th. They immediately charged my credit card $269.10 for Order #*********. It is now March 13th and I haven't heard anything back or received any of my documents. On their website it says it takes approximately 2-3 weeks, it's been almost 6 now. I have not been notified about any kind of issue with my application nor of any progress that's been made. I've sent 3 emails to their customer service team over the last 2 weeks and no one has gotten back to me, and I can not find a phone number listed anywhere on their website. I'm buying a local business and the issue is time sensitive, I filed well in advance of when I would need these documents. I need this business to contact me and let me know what is going on, and if they are unable to get my documents to me before March 24th I am demanding a full refund.

  

  Business response

  04/11/2023

  Hello,

  We apologize for experience with our Small ****************** Services. We do our very best to do everything in our power to deliver your documents in a timely manner. Once we file to the Secretary of State processing times are out of our hands. We see that we have completed your order and delivered your documents for ***************** LLC.

  We wish you all best in your future endeavors,

  Small ******************

*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. ↩