ComplaintsforNolo

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have made multiple request to Nolo support for a full refund for for purchase of downloadable Willmaker product never sent to my regular or Spam email for download. My request also reflects complete dissatisfaction with ability to have any verbal or email exchange with customer support. I ordered downloadable willmaker product (order# WM27788) on 03/09/2023. I was sent confirmation of order on Thu, Mar 9, 12:26?PM (4 days ago). The confirmation states: "You will receive another email with a link to your account and access to WillMaker. Please allow a few minutes for your email to arrive. Check your spam/junk folder if you do not see it. If you need assistance, please have your order number ready and contact Customer Support at: **************************/customer-support/tech-support or call ******************* - M-F 8-5 PST". I have made several attempts to reach customer service via phone. my ****** email, and Nolo online messaging service. The phone support only allows me to leave message. I have not received a call back or email message from them since 03/09/2023.

  

  Business response

  04/11/2023

  Hello ****************,

  We apologize for your recent experience with our services. Upon further investigation we see you were been fully refunded on 3/14/2023. We are aware you did not receive your purchase in a timely manner. Again we apologize for this. We hope this experience does not keep you from visiting us in the future.

  Regards,

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After months of talking to a Sales Associate (*********************) at ********** Nolo, who promised that their Pay-Per-Lead Attorney Referral Program is excellent and that I can cancel at any time, I decided to give it a try. I gave my credit card information, which was quickly charged. The very first lead that I received the same day as I signed on for the service turned out to be a complete fake. The very next day after I paid, I attempted to cancel this service by contacting the Sales Associate who began to simply avoid me. I finally managed to get to the Manager of the Sales Associate by the name ***************** (Sales Manager) who promised to cancel my subscription. However, nothing was cancelled, as I continue to receive various fake leads while this Sales Manager (*****************) simply stopped responding to my emails. This organization is a total SCAM that is in business to take peoples money and disappear.

  

  Business response

  04/12/2023

  Hello

  ************************ We apologize for your experience with our Nolo leads program. We deliver thousands of leads to attorneys each day, and many of them convert into clients. Leads that are invalid or not part of your specified criteria are credited as long as the credit request meets our credit policy. We have subscribing customers who've been successful using our leads for sometime and have built their firms with it, so we know our campaigns work for many firms. Your feedback is important and we value your insight, as it helps us continually improve. We've reached out to you to gain further insight about your experience. Furthermore, we thank you for the opportunity to turn your customer experience into a positive one.

  Thank you!
  
  

  Customer response

  04/13/2023

   
  Complaint: 19553779
  
  I am rejecting this response because:

  The response provided by the business is a boilerplate response, which is provided by this business to a lot of other complaints against them on the Internet. The business did not even bother to personalize it based on the facts of the subject complaint.

  Most importantly, none of the issues and demands presented in the subject complaint were addressed by the business.

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

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a full service divorce and did not receive the product services. Im requesting a full refund.

  

  Business response

  11/03/2022

  We regret that this service was not a good fit for you and thank you for your feedback. Our team takes pride in offering great customer service, but we are not lawyers and cannot provide legal advice. We do not claim to be a full service divorce. However, we have provided you with a full refund, and any paperwork has been mailed back to you.

  Customer response

  11/04/2022

  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

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $9200 for leads and was told I could cancel at any time and my deposit would be returned. I cancelled after 1 or 2 days and I stopped receiving leads. However, they have not returned the rest of my deposit and have ignored my emails.

  

  Business response

  11/03/2022

  We apologize for your experience with Nolo. We deliver thousands of leads to attorneys each day, and many of them convert into clients. Leads that are invalid or not part of your specified criteria are credited as long as the credit request meets our credit policy. We have subscribing customers who've been successful using our leads for sometime and have built their firms with it, so we know our campaigns work for many firms. Your feedback is important and we value your insight, as it helps us continually improve. To address your concern we authorized a refund on Oct 4th which will typically take 5-7 business days to process. You should expect to see the refund within the next few days if you have not already received it.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After consulting with a paralegal I realized what a terrible mistake I made signing up for 3stepdivorce. This is the email I sent them regarding my account: "Hello, Cancel my account with you. Keep the first month's payment if needed but I revoke and do not allow you to charge the next three payments. After speaking to my new lawyer your website is pointless. Hundreds of paperwork that really I am required to do on my own. How is your service of any help? It's not. Cancel ASAP."This is their response: "Hello, Thank you for contacting us. We're sorry this was your experience. This is a DIY (Do It Yourself) service. The assistance you may expect to get from a lawyer isn't present with the company due to this fact. Your refund request has been forwarded to our accounting department for review. All refund requests are reviewed individually in the order they are received. There is no guarantee a refund will be granted. You will receive an email once your request has been reviewed." NOT A GUARANTEED REFUND IS NOT AN ACCEPTABLE ANSWER.I signed on for 3stepdivorce with the impression it would be helpful in filing the many forms needed for divorce in my state. After paying the $84.00 which will be divided into 4 months, I found the website is essentially a "fill in the blank" for a couple of the forms and on a few (specifically the financial affidavit form which is very long and confusing) it gave no guidance on (not even fill in the blank), just a blank form to download and fill out yourself (the same as the form on the state website). The website is 100% misleading in what they say the offer. You are just as well off downloading the forms from your state website and filling them in yourself as the website offers zero help. I emailed the company requesting a refund, the response was not promising.

  

  Business response

  11/03/2022

  We apologize for your experience with 3StepDivorce.The 3StepDivorce online divorce product is a tool that relies on significant research which allows the customer to understand the divorce process better. Our website states that we review all refund requests individually. If you would like us to review your request again, please send us an email or give our team a call.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about March 3, 2022, I signed up for Nolo's lead program which included as part of the promotion 5 free leads. After several issues on their end accepting payment (which charged me $1 each time), the full payment of $315 was made by my credit card on March 4. Shortly thereafter I started receiving leads which were outside my agreed upon practice area but when I went online to their portal to report it, I could not do so. After ********* ***** ********************************************** my point of contact at Nolo, acknowledged the issue I send numerous additional emails thereafter. I finally received a response on March 24 stating that they are still aware of the issue and that all of the credits would be applied, including my 5 free leads which were never given to me. On April 29, I sent another email to ******** and the Nolo Acct Managers ***************************************** stating that no credits have been received to date (which now exceeded $200), plus I was never given any of the free leads. I also demanded a refund of the full amount I paid if they cannot get the credits activated as promised. After receiving no response, on May 2, I followed up to both emails again. No response. On May 6 I sent another email since no one responded and also included the email *********************************************** on that email. I also demanded to speak with their legal counsel but again no response. All of these emails are attached hereto. Thereafter I made several attempts to call them but no one ever answers the phone. As of today, they have not returned a single dime of the $318.00 taken from me which I am again demanding be returned.

  

  Business response

  10/14/2022

  We apologize for your experience with Nolo, and we have issued a refund in the amount of $318.00, that should appear in your account in 5-7 business days. Since your experience we have doubled the account management team, brought in new leadership, and have shifted to dedicated account managers. We made these changes to address issues such as yours to better support client issues in a timely manner and to allow us to work diligently with our customers to provide maximum program value. 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 sometime and have built their firms with it, so we know our campaigns work for many firms. Your feedback is important and we value your insight, as it helps us continually improve.
  

  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction: I signed up for Martindale-Nolo services on July 13th. I was charge $900 for the first month and then another $900 for the second month.What they committed: Since July 13th, I have received a total of 28 leads. I have disputed 18 of those leads due to the leads being out of the practice area I signed up for. I signed up only for probate leads. They have wrongly denied 8 of these disputes. In a probate case there needs to be a client looking for help from an attorney to file a petition to begin probate OR the client needs to already have a situation where probate has began and they want help with the process or to litigate.I ONLY disputed leads where there is absolutely no sign of an actual probate case (no one passed away, there is no estate, they do not need help with the probate process). I kept and paid for unresponsive leads from non-working phone numbers as per the policy.I have been denied for 8 of these clear and straight forward lead disputes where there is no sign of a real probate case.Amount: I would like a refund for my current balance (as of 8/12/2022) of $753.28. I would like a refund for wrongfully denied lead disputes that amount to $360 (8 leads * $45). I would like an immediate cancellation of my service. I will pay for leads that were real and unresponsive. I will pay for leads I attempted to follow up with. I am not trying to get back any money for any real services rendered. I refuse to pay for leads outside of my chosen subscribed practice area. And I refuse to leave money in the system to get more denied disputes and spend hours on the phone trying to deal with an absolutely unresponsive and unprepared customer service system. Nature of dispute: Martindale is wrongfully denying disputed leads. Tried to resolve: Called customer service 5x and emailed the denied dispute appeals team account/order/tracking - customer care # *******

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were to receive a certain amount of pre-screened leads from Martindale-Nolo for approx $700 per month. However, they would dump upwards of 50 leads on us at once on Saturdays, then automatically deduct $1200 from our bank account every three days or so. This happened in April/May and it happened again in June/July. They ended up taking almost $16,000 out of our account in total. We called both times and were told it was a "computer glitch". The first time we received a partial refund and a partial credit. Then at the first of July, 2022, I noticed the large amounts of money coming out of our account again. So I called and told them to terminate services, and refund us the entire amount. 2 weeks later we received a $6,000 refund. When I asked where the remaining $8400 was, I was told we would receive that as a "credit". As Im telling them yesterday (8/1/22) that we terminated services, dont need a credit and are requesting a refund of the remaining amount, my receptionist tells me leads were coming in again from them. I called immediately and canceled service again, asked to speak with *************************, the Manager who I was dealing with, and so far, I have not received a call back from him. We are a small firm with only one attorney. They took advantage of us not once, but twice and basically stole thousands of dollars from our account, and gave us way too many leads at once that we could not use, and the ones we did call were bad and useless. We received literally nothing for the thousands of dollars they took. A horrible company and we are going to file a civil law suit against them. They have hundreds of negative reviews online.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a order LLc form and tried many time to reach them email phone chat but wasnt able too. I feel like I gotten scam

  

  Business response

  08/03/2022

  Hello *******, we are sorry to hear about your negative experience. After reviewing our records, we found multiple instances where our representatives attempted to contact you to fulfill your order. Our small business team tried their best to file your order, but we were missing key information. We did not receive a response and provided a full refund on 7/28/2022. It is possible that this was due to you providing multiple email addresses. Thank you for your feedback.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On June 27, 2022, I paid MartindaleNolo (MN) $612 in exchange for (18) LEADS, i.e., people in need of a divorce attorney in **** County, ** (not family cases). I paid $612 with the expectation that MN would send LEADS from real people in need of actual divorce representation. Rather, each LEAD was invalid. For instance, one caller asked why I was calling her for a custody case considering she was 77 years old, her children were adults, and she never requested the services of my firm. I apologized & informed her that I would not contact her again. She called (15) minutes later hysterical that someone called her again, she feared that she was being scammed. I told her that I was not trying to scam her, and that I did not know who called her. I apologized for any inconvenience. Another LEAD was surprised that I called her about divorce representation that she never requested or needed. Another LEAD was a business looking to advertise its services. Most emails were invalid and bounced back. Most phone numbers were either disconnected or not associated with the LEAD. Due to breach of contract, I emailed MN on July 5th and 7th of 2022 requesting a refund. I also called multiple times requesting a callback about my refund request. To date, the company has not responded to those emails or returned those calls. MN has made no effort to resolve my refund request. Rather, the company continues to send LEADS that I have no interest in as I have requested a refund and have zero (0) confidence in the company. I disputed the transactions with my credit cards companies; however, both companies requested that I continue to work with MN to obtain a refund, which is impossible because the company will not answer or return my calls, or respond to my emails for a refund. In addition to this BBB complaint, I intend to post my concerns on the companys ******** page in order to warn other law firms of my experience. Customer ID: *******

  

  Business response

  07/25/2022

  Hi Joerika. Were sorry to hear about your experience. We deliver thousands of leads to attorneys each day, and many of them convert into clients. Leads that are invalid or not part of your specified criteria are credited as long as the credit request meets our credit policy. We have subscribing customers who've been successful using our leads for sometime and have built their firms with it, so we know our campaigns work for many firms but we regret it didn't work out for you. Additionally, the criteria for payments, fees and charges, and payment refunds are outlined under Section 1-Payments of our General Terms and Conditions. We've reached out to you to gain further insight about your experience. And we thank you for the opportunity to turn your customer experience into a positive one. Thank you!

  Customer response

  07/26/2022

  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. A refund was processed and I am satisfied with the outcome of this matter. Thank you. 
  
  Sincerely,
  
  Joerika *****

*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. ↩