Complaints
Customer Complaints Summary
- 186 total complaints in the last 3 years.
- 74 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/07/2025
Type: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 have years worth of charges from Rocket Lawyer and I never had an account. I have called before and asked to fix the situation which they said they did but the charges have continued. I was getting $39.99 monthly charges but recently has switched to $111 charges. There has been $1200 on charges for a service I never received or signed up for.
Business Response
Date: 05/07/2025
Hello *****,
We're sincerely sorry to hear about this situation. It looks like one of our representatives has been able to resolve this matter with you. If you have any questions or concerns at this time, please call or email the representative that has assisted you. Thank you.
Customer Answer
Date: 05/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Rocket Lawyer was swift, kind, and determined to fix an issue that was not their doing. We were both victims of fraud yet they made sure I was taken care of. I couldnt have been more pleased by their response!Sincerely,
***** PailInitial Complaint
Date:04/30/2025
Type: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 signed up for a free membership and the company automatically upgraded me to their most expensive plan without my review or consent. After asking to end the subscription, the complaint continued to charge me and I am now having to go through my credit agency to despite these charges. This was dishonest and unethical business.Business Response
Date: 05/01/2025
Hello *****,
We're sorry to hear about this billing matter. As a courtesy, a refund in the amount of $239.88 has been issued. Please allow 7-10 business days for the refunds to process. Your membership was fully canceled, so you will not be billed any further. Please let us know if you have any questions or concerns at this time by responding here or to the refund confirmation email.
Initial Complaint
Date:04/24/2025
Type: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.
We signed up for Rocket Lawyer to sign some legal documents that another company was sending us for review. I did not realize this was a reoccuring service and had no intention of becoming a 'customer'. We were not provided a receipt of any payment being pulled from our accunt and when I called in asking for a refund the employee and supervisor both stated that they were not able to. When I asked to speak to someone higher up the supervisor stated thats not possible. We feel very cheated and manipulated by this service and would like our refund ASAP.Business Response
Date: 04/25/2025
Hello *****,
We apologize for this billing matter. As a courtesy, a refund for those two installment charges was issued. Since your membership was canceled, you will not be billed any further.
Please let us know if you have any questions or concerns at this time by responding to the refund confirmation email. Thank you.
Customer Answer
Date: 04/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. As long as the refunds were actually made. I will be following up on that.
Sincerely,
***** ******Initial Complaint
Date:04/24/2025
Type: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 attempted to cancel the services during the free trial, and i thought i had and over the last 4 months they have billed me ***** per month for 4 months for 1 years worth of services in advance, and will not refund me anything at all.Business Response
Date: 04/25/2025
Hello *****,
We're sorry to hear about your billing matter. We have issued you a full refund for those charges and ensured that your membership is canceled, so you will not be billed in the future.
If you have any questions or concerns at this time, please respond to the refund confirmation email that you've received.
Customer Answer
Date: 04/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:04/23/2025
Type: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 don't understand how this is an accredited business. It seems like a scam, especially with most of the complaints here saying the same thing. First of all, my grandfather noticed he was being charged about $60. Once calling the business to find out why he was being charged, it turns out that he was being charged for the last four months totaling to $240. They confirmed that his name and credit card was used, but said his email address did not match. They said that for security reasons they could not tell him what email was used for security purposes even though they confirmed he is named as the account holder. My grandpa doesn't know how to use a computer, so clearly he did not make the account or a free trial leading to him being charged. They said that there is nothing they can do and that we should report it as fraud to the bank. The woman on the phone also kept asking for the names of family members and it was really sketchy. It seems like this happens quite a lot and the company should be held accountable for taking advantage of people like this.Business Response
Date: 04/24/2025
Hello *****,
We're very sorry to hear about this billing matter and understand your frustrations, we'd like to do what we can to better assist you. Please respond to the email you've received from one of our representatives at your earliest convenience. Thank you.
Initial Complaint
Date:04/22/2025
Type: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 cancelled the service on 02/17/2024 and I continued to be charged on my credit card for two months afterwards.Business Response
Date: 04/24/2025
Hi ***,
We're sorry to hear about your billing matter. It looks like your membership was previously canceled and you were provided one refund, but as a courtesy an additional refund has been issued. Please allow 7-10 business days for it to process.
Let us know if you have further questions or concerns by responding to the refund confirmation email that was sent out today.
Initial Complaint
Date:04/07/2025
Type: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 used the website once for a document in December. I was then charged $59.97 for four months even after trying to cancel my service. I have now been charged the full $239.88 even after trying to cancel. I have reached out to multiple customer service **** to try to get a refund for the membership since I did not use it, still and no help was given.Business Response
Date: 04/07/2025
Hello *******,
We're sorry to hear about your billing matter. A refund was previously issued, but as courtesy, a full refund has now been issued. Please allow 7-10 business days for the refunds to process.
If you have any questions or concerns at this time, feel free to respond here or to the refund confirmation email that was sent to you.
Customer Answer
Date: 04/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:04/06/2025
Type: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 noticed that I have charges beginning in October of 2024 for RocketLawyer. I do not remember ever signing up for RocketLawyer, but assumed that I may have used a free trial that I didn't cancel. No big deal...so you would think. Upon trying to log in with every email account I own, I discovered that I have no account. I created an account with my primary email today April 5, 2025 and received a 'Welcome' email. There is no card information authorized for use under any of my email addresses, but somehow I have been charged over $240 for services that I have not used and had no clue about.Business Response
Date: 04/07/2025
Hello *****,
We're sorry to hear about your billing matter. We were able to locate your account, but it wasn't under the provided email address.
A full refund has been issued, but please allow 7-10 business days for the refund to process. A refund confirmation email was sent to the email address on file. Your membership has also been canceled to stop further billing.
If you have any questions or need further assistance, please respond here or you can give us a call at ************ (M-F, 6am-6pm PT).Initial Complaint
Date:04/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2/13 Signed up for trial to ask a question. Paid 5$ fee to ask question 2/17 question answered Canceled trial.2/20 Card charged 59.97 3/20 Card charged 59.97 4/2 asked employee what happened. They don't know and canceled it and told me I was stuck the 120$Business Response
Date: 04/04/2025
Hi ****,
We're sorry to hear about your billing matter, but I wanted to give you an explanation as to why you were billed the two $59.97 charges. At the time of sign up when credit/debit card information is required to begin, it's explained that as long as the membership is canceled during the Trial period, there will not be further billing beyond the $5 for the Premium Trial. Otherwise, it will convert into an annual plan that will bill in 4 installments.
As a courtesy, a refund has been issued, please allow 7-10 business days for the refunds to process by your financial institution. Since your membership has been canceled, you will not be billed any further.
If you have any questions or need further assistance, please respond to the refund confirmation email.Initial Complaint
Date:04/01/2025
Type: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 started a trial with Rocket Lawyer few months ago to draft an agreement, but did not end up using any services as it did not meet my needs. I did not realize that this started a subscription until I saw 4 charges of $59.99 on my card for annual subscription. I contacted them and requested a refund as I had not used any services, however, they refused to issue the refund. When I asked the customer service agent to check with their manager, then they left me waiting and never returned. This seems to be unfair practice from the business. If the customer has not used services then they should not be charged.Business Response
Date: 04/02/2025
Hi *******,
We are sorry to hear about the confusion regarding our Free Trial Terms. It's explained at the time of sign up when credit/debit card information is required, that as long as the membership is canceled during the Free Trial, there's no billing whatsoever. Otherwise, it will convert into an annual plan that bills in 4 installments.
As a courtesy, a full refund has been issued. Please allow 7-10 business days for the refunds to process by your financial institution.
If you have any questions or need further assistance, please respond to the refund confirmation email that you've received.
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