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:07/15/2023

  Type:Product 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 paid them $900 and I've only talked to the lawyer once in the past month. I've requested cancellation and they still took more money off my car. They now owe me over $1000. They are stealing my money and scamming me.

  

  Business Response

  Date: 07/17/2023

  Hi *****! Thank you for bringing this to our attention, your feedback is very important to us and critical to our companys goal to provide quality and affordable legal care. Our client quality team will begin to look into this and someone will reach out to discuss your concerns regarding a refund.

  Customer Answer

  Date: 07/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:07/14/2023

  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.

  We reached out to Marble Law in February of 2022. I had physical custody of my son. My son is a teen. Now a year and a half later Im still paying child support to his mother who doesnt have custody of him, I do! All I want is to stop my child support that his mother keeps pocketing for her own expenses for a yeah and a half!!! This law firm has done nothing to help. They dont return my calls or text messages I missed my last hearing because my lawyer didnt tell me we had to be there in person, because she didnt know. How? How is this possible? Shes supposed to be representing me. My case was dismissed. Its been heartbreaking . I sent her the paperwork to reinstate but I dont even have faith that she filed it, as she doesnt reply to my pleas for help. I do not wish this on anyone.

  

  Business Response

  Date: 07/17/2023

  Hi ******! Thank you for sharing your experience. Although it can be hard to hear we fell short of providing quality care, your feedback is very important to us. Our client quality team would like to reach out to discuss your concerns! Unfortunately, we were unable to locate an account with the name, email, or phone number provided.
  
  

• Initial Complaint

  Date:07/14/2023

  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.

  A year ago, I sought legal counsel from Marble Law for my custody case, hoping for more affordable assistance after spending over $50,000 and accruing significant debt. In July, I contacted them, but being financially drained, they advised me to wait until I could afford the down payment. They recommended an Enforce Order for child support and mediation, each costing $3,500. Despite the high price, I saw it as my only option for progress.In February 2023, I proceeded with Marble Law, selecting ************ L**** as my representation. Initially, I felt heard and safe, with her genuinely caring about my case. She even advised against one of the services, as it could worsen matters. However, my attempts to discuss removing that service and adjusting my fees went unanswered. Consequently, I ceased funding monthly services, seeking a response. Despite demands for payment, I insisted on discussing my concerns before proceeding, but no one contacted me.Months passed with no progress. In April, I discovered Marble Law failed to inform me of my final court date, causing me to miss it. When I asked the paralegal about the implications, they directed me to the county clerk, resulting in no action. Uncertain about my order's status, I requested a new final hearing, only to be redirected to the clerk again. Finally, AML mentioned mediation and offered to draft my Amendment Petition. It has been a year since my last court appearance and almost five months since I missed the hearing.Considering these circumstances, I am compelled to request a full refund and the nullification of our original agreement. Marble Law's lack of progress, communication, and assistance has eroded my confidence in their representation. Reimbursement for all fees is warranted due to extensive delays, missed court dates, and unsatisfactory service.

  

  Business Response

  Date: 07/17/2023

  Hi *****! Thank you for bringing this to our attention, your feedback is very important to us and critical to our companys goal to provide quality and affordable legal care. We are sorry your experience did not reflect that. Our client quality team will begin to look into this for you, and someone will be reaching out to address your concerns promptly. 
  
  

• Initial Complaint

  Date:07/13/2023

  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've been waiting for lawyers with this company to submit paperwork related to my divorce for months. I need clarity, an update from all lawyers involved and for a copy of the latest paperwork submitted to the court.

  

  Business Response

  Date: 07/14/2023

  Thank you for bringing this to our attention, your feedback is very important to us and critical to our companys goal to provide quality and affordable legal care. Our client quality team will look into this and provide you with an update within 1-2 business days.

• Initial Complaint

  Date:07/12/2023

  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.

  I became a client of Marble Law in January of 2022. We had issues with my case because my lead lawyer switched practice and they forgot to assign me a new one. For 9 months I kept asking for updates and got none. Finally in March of 2023, they said I was getting a new lawyer and be patient while they get up to speed on my case. On June 6, 2023, out of the blue I was told they are dropping me as a client and I should get a refund of about 1,790$ in **** business days. Then on June 8th, they pulled another payment. I deleted my payment from their cite and contacted them about not drafting payments since I am no longer a client. Then on June 20th I began reaching out to collect my refund because it never processed. They said a representative would get back to me in 72 hours and it never happened. I called customer support every day for the next 2 weeks with the promise I would hear back the next day. Then on July 8th, a new payment was pulled out. I contacted them and they asked for another 2 days to get back to me. No one called so I called back. They said my refund is started but it doesnt include the 2 other payments they pulled. They said that though most of my case was disengaged, they didnt do one small part and are still charging me for that part, even though I have written proof that all of my case was disengaged. They said they may have to start the **************** again and reissue the refund. As of July 12, they have asked for another 72 hours to get back to me. The support team doesnt understand why it hasnt been resolved yet. They severed me as a client after dropping the ball on my case, promised a refund that hasnt come yet, then said I still have a case open that they said will be closed. I deleted payment and asked them not to pull anymore and they continued to do so, which is now the excuse to delay my refund.

  

  Business Response

  Date: 07/13/2023

  We are sorry to hear about your experience. Although it can be hard to hear we fell short of providing quality care, your feedback is very important to us. Our client quality team will look into your refund and reach out to discuss your concerns!
  
  

• Initial Complaint

  Date:07/11/2023

  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.

  I did not receive the services requested, took way too long, little to no communication, I cancelled after submitting my signed copy of the divorce because nothing was submitted to the courts, lawyer never called me once to say she submitted to the courts or served my spouse. In the time of delay I cancelled services and decided to reconcile with my husband because I could not afford to hire another lawyer and decided counseling to be next best option. I request a refund for services not completed past me signing the divorce and no refund has been given. They need to contact ********** and refund the portion of money for services that werent rendered. Im 2k in debt and still married this is not fair and services were not completed. Its a shame when companies prey on those who cant afford proper representation. The lack of communication and effort to provide services is despicable and even more so not willing to refund and adjust the balance due to reflect actual services rendered. SMH!

  

  Business Response

  Date: 07/12/2023

  Thank you for bringing this to our attention, your feedback is very important to us and critical to our companys goal to provide quality and affordable legal care. Our client quality team will be reaching out to discuss your concerns!
  
  

• Initial Complaint

  Date:07/10/2023

  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.

  Paid $2500 up front for legal services plus $49 initial call fee. Have not heard from the attorney in over 2 months. I emailed every marble contact I had.I would like a refund, the only service was me providing a notarized document. Nothing has been filed in the county court regarding my case.

  

  Business Response

  Date: 07/11/2023

   Thank you for bringing this to our attention, your feedback is very important to us and critical to our companys goal to provide quality and affordable legal care. We will submit your request to disengage and be refunded, someone from our client quality team will also be reaching out to discuss your concerns.

  Customer Answer

  Date: 07/11/2023

  Hello - thank you for the response. However, I only want a refund and if the refund is not in full and itemized list of expenses sent to my email address.

  Thank you 

  

  Business Response

  Date: 07/14/2023

  Hi! We are processing your refund and you will receive an email from **************** with details.

• Initial Complaint

  Date:07/10/2023

  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 retained Marble Law for a Family Law matter in January 2023. I sent all required documentation in January 23, 2023. They initiated a phone call to collect money and 1 intro call from a client support specialist on 01/23/2023. All other contact was me trying to get a status update. At that time documents were requested again. I sent the same documents, nothing different. On 03/08. I reached out to an initial contact when i was looking to retain an attorney *****************. She responded on 3/31. On 4/18/2023- the attorney emailed me and left a voicemail. That is the last contact i have had. No call, no email, smoke signal, just debits from my account for nothing at all. The attorney hasnt even discussed the case with me. AT ALL. 7 months i havent discussed the case. Only 1 time attorney reached out is because i complained not because i retained seeking help. What is needed to discontinue service and receive a refund. The billable time shouldnt be over an hour.

  

  Business Response

  Date: 07/10/2023

  Thank you for bringing this to our attention. Although it can be hard to hear we fell short of providing quality care, your feedback is very important to us. Our client quality team will be reaching out to discuss your concerns! We have submitted your request to disengage and will be looking into the refund amount owed to you. 
  
  

  Customer Answer

  Date: 07/13/2023

  the company sent me a survey to fill out. Im not filling out a survey. I havent received a phone call. You would think that after not hearing from them in 90 days that the company would call immediately. NOPE. Still no phone call. Please email me of next steps. 
  the lack of attention, detail, and to continue to take someones money is egregious act. 
  this was a total sacrifice and I was told i had to act expeditiously. 

  I voiced my concerns and still NOTHING 

  

  Business Response

  Date: 07/14/2023

  Again, we are sorry to hear your experience did not reflect our company goals. We are processing your full refund and you should receive an email confirmation from ****************. We wish you the best moving forward!

• Initial Complaint

  Date:07/09/2023

  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.

  My lawyer was unprepared and unresponsive during my entire divorce. I spoke to her twice. Once in the beginning and then once the night before court at 10pm. The second call she ended because she said she had to go get ready for court and she wasn't ready. The judge called her out multiple times on not being prepared or having the correct documents. She and marble law are the reason I lost my kids. I had to hire a new lawyer who I spoke with daily. Marble law has told me a manager would reach back out to me multiple times regarding a refund. I have still have not received a call. It has been over a month. They are still trying to charge me and have not refunded my money. I fired marble law after my temp hearing. This company should be shut down. The way they treat clients is honestly despicable. They only want your money.

  

  Business Response

  Date: 07/10/2023

  Thank you for sharing your experience. Although it can be hard to hear we fell short of providing quality care, your feedback is very important to us. Our client quality team will be reaching out to discuss your concerns!
  
  

• Initial Complaint

  Date:07/08/2023

  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.

  I hired Marble law back in February of 2023. I was assigned an attorney that is hundreds of miles away and that was only available through phone. I originally hired marble law to defend me in a contempt case but ended up adding the services of an ***. During my contempt case I received one phone call from my attorney. We talked for 10 minutes and that was the last time I heard from him. At the hearing he was unsure if I had been served correctly or not and ended up charging me ***** for that one appearance. After that case ended, I hired him to file an ***. From March 2023 to July 2023 I have had more than a dozen phone calls and emails go ignored. I was charged another ***** for this service. In total ****** and I spoke to my attorney one time. Eventually I got fed up and decided to cancel his services. The next day after I had already canceled, he filed the *** on my behalf. Which was illegal. In an attempt to get me to continue paying him he set me up with a court date. I repeatedly asked to cancel his services. He finally canceled services in July of 2023. Now, marble is still charging me ***** for one appearance to a court date, no paperwork filed, and never having served the other party. I have asked marble law to please refund me the **** that Ive paid so far and to please not charge me the remaining *****. I have never been met with a more unprofessional company, who does not fulfill services no matter how much you pay them. I would hope marble can understand that unfulfilled services should not equal a charge of ***** dollars.

  

  Business Response

  Date: 07/10/2023

  Hi! We have recently issued a partial refund due to the concerns you have notated. Our client quality team will look into this again and reach out within the next 1-2 business days. 

  Customer Answer

  Date: 07/12/2023

  i have not received a refund nor has a refund been issued. I have also not been contacted by ************** specialist. I am still being charged by marble and by the loan accounts.

  

  Business Response

  Date: 07/14/2023

  Hi! Our client quality team has reached out to you and initially you were given a partial refund of $4,000. That amount was applied towards your loan balances. In response to your second complaint our client quality team has agreed to apply another 40% discount to your balance. This additional discount is a courtesy of Marble Law due to the experience you've had. This is our final solution offer and we wish you the best moving forward. You will receive an email confirmation from ****************. Thanks.

  Customer Answer

  Date: 07/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************