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Business Profile

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Trust & Will
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Trust & Will's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/19/2025

      Type:Order Issues
      Status:
      Answered
      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 ****** deposit that was not taken off as a part of the final bill...unsure why not..Also I have emailed the salesperson with many questions about about the Trust and making changes to Trust also I forwarded the emailes to the Trust & Will support, but no.answers so far...

      Business Response

      Date: 01/21/2025

      Hi there,

       

      I am not showing an account under ***************************. I looked up an account under your name that existed, however, there were no purchases. I am also a bit curious as we do not take deposits before an estate plan can be completed. Furthermore, we do not have any products that cost $900. If you are able to provide any additional information like another email address I'm happy to look into this more for you.

    • Initial Complaint

      Date:12/09/2024

      Type:Product Issues
      Status:
      Answered
      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 for Trust and Will's services, and have not received help to complete the process that they promised. I sent them $499.00 and have received nothing and no calls back or emails back to help me with the issue.

      Business Response

      Date: 12/11/2024

      Hello *****,

      I am sorry that you have not been able to complete your estate plan yet. I was overlooking your account and I see where our team has corresponded with you multiple times via email, phone, & text. Apologies for not feeling like you have received adequate support. After further review, I noticed that you spoke to one of our team members, and another has left a voicemail regarding the other forums that you have commented on today. It looks like they were able to help out and don't hesitate to reach back out if you need anything else.

       

       

    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 hired truat and will to handle our probate. They are unable to handle it. Since they couldnt we were *** a return of funds paid in the total of $5000. They finally sent a check. I posted the check on February 27th, on the 29th my bank notified me I was being charged a bounce fee as the check from will and trust could not be honored by their bank. I called RFBCU and asked if they can rerun the check and they said no because truest and ***** financial institution is the one who declined payment. I let trust and will know and they assured me they are working on this. I asked them to stop check and wire the money since Im worried they dont have the money to pay us. Now after the weekend they contact me and say they need copies form the bank and that they show it cashed. Mind you this is after Ive shown the deposit and the bounced check and the feed Im being charged. So now I have to loose more money taking time off work. Just something to note. they took months to tell us they couldnt do anything. We went through another attorney and they handled it quickly and precise.

      Business Response

      Date: 03/14/2024

      Hi there,

       

      We appreciate you bringing this to our attention. I have been in contact with the team and they advised that your financial institution rejected the check that we sent for a refund. However, I was also notified that the money was wired to your account so you should now be all set!

       

      Best,

       

      Team Trust & Will

    • Initial Complaint

      Date:11/10/2023

      Type:Product Issues
      Status:
      Answered
      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 Trust and Will on Sept 29 based on their advice that probate was a legal requirement in *****. I have subsequently learned and Trust and **** has confirmed that this is not true. I told Trust and Will that my Father died and his wife, my Mother, was the sole beneficiary. Their assets were a house, car and **** Trust and **** knew or should have known that probate was not necessary but intentionally misled me.Once I discovered the deception I very clearly told Trust and Will to stop all services and return my money on Oct 31. On that same date Trust and ****************************************** left a voice mail promising a full refund but this has not be provided. Also on the evening of Oct 31 I reaffirmed with Trust and Will that all assets have been transferred to my Mother without any assistance from Trust and Will. I again reiterated that I did not have any need for their service and to return my money. There has been no response.

      Business Response

      Date: 11/10/2023

      Hi *****

      I'm very sorry to hear you are dissatisfied with your experience at Trust & Will. I can rest assure that making you feel mislead was not our intent. We did receive your original email regarding a refund request on October 31st and followed up via email and voicemail that same day to discuss the disconnect. Sorry we were not able to reach you. Regardless, we have went ahead and refunded you your total payment and wish you the best. 

       

      Warm Regards, 

      Meg 

    • Initial Complaint

      Date:08/19/2022

      Type:Order Issues
      Status:
      Answered
      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 Trust and Will to complete a trust document for me August 16 2022.After filling in all the information, the company revealed that a trust document would not be completed by them but instead I was to complete it myself. This involved finding witnesses and a notary and more work setting up the trust.I wrongly assumed that the company would do all the work in providing the trust document. That is how they represented the process before I paid. Had I realized all the work was going to be done by me I would not have agreed to pay.I am asking for a refund but only for a portion of the payment. I do not intend to use any of the documents generated by their computer and will sign any agreement which states so.

      Business Response

      Date: 02/10/2023

      Hi ******, 

       

      We're following up on your complaint and a member of our team reached out to you via email with a refund that was processed and will be calling you today as well. We want to work with you to better understand what part of the process wasn't clear and see how we can resolve this with you. 

       

      Looking forward to connecting with you and getting this resolved for you. 

       

      Kindly,

      ********************* Team Trust & Will 

       

       

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