ComplaintsforRocket Lawyer

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 14, 2024, I discussed with *************************** of Rocket Lawyer to get my business taxes in order for Boundless Quill LLC. I was charged $919.99 that same day to be provided tax filing services. I worked with my tax professional (chat attached) to get documents prepared, until I was no longer getting a response. I had not heard back for weeks, so I reached out to Rocket Lawyer to have ****** contact me. She informed me that additional, unexpected costs were required. When I inquired about the additional costs, ****** ignored my emails (emails are attached). A week after my follow-up attempt with ******, I contacted Rocket Lawyer through their online chat feature on May 22nd. The gentleman stated that he had contacted ****** and she would reach out to me -- she did not. I called Rocket Lawyer on May 29th and requested a new representative that could resolve my issues and get my tax documents in order for filing. They told me that someone would contact me that day. A week and a half later, I have not heard from anyone at Rocket Lawyer. I have made several attempts to work with the team at Rocket Lawyer to get my businesses taxes filed, speaking with several different people. My tax documents are still incomplete after nearly three months. All I would like to do is make sure my business taxes are completed and filed so that I am compliant with the law. I have attached files of conversations I have access to. I do not have screenshots of the online chat conversation or recordings on the calls.

  

  Business response

  06/07/2024

  Hello Collin,

  We're sincerely sorry to hear about this situation and want to assure you that we are working with our teams to get this matter looked into/resolved as swiftly as possible. We appreciate you letting us know and will be in touch with you. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free trial with this scandalous company and 2 days into the free trial I was not impressed with their service and attempted to cancel the free trial though unable to cancel. There is no option to cancel anywhere on their website, at all. I attempted to call several times and was never able to speak to anyone, I attempted to speak with them several times on live chat but nobody ever joined the conversation. I even left the chat window open one time for an entire day and nobody ever answered. This is straight up theft of my hard earned money. It is unacceptable this business is allowed to conduct such corrupt business tactics to steal people's money. This is criminal behavior 100%. So of course as soon as the 7th day hits of the free trial on February 4th 2024 they charge me $39.99, for a service that I don't want because it is very poor quality. I continue to try to reach somebody to cancel, with no luck at all of course. Then March 15th 2024 another charge for $39.99. I continue trying to make contact, unsuccessfully. Then 14 days later on March 29th 2024 they charge me again $39.99. Twice in one month! I am still unable to reach anyone at all, which is absolutely unacceptable. So I deactivate my card because these thieves keep stealing my money. After a month and a half of my card being deactivated I reactivate it thinking surely they will have stopped trying to rob me of my money, then the very next day of the card being reactivated they charge me yet again, but this time for $4.99. What their reason for that charge is I have no clue, but this is completely unacceptable no matter how you look at it. I demand a full refund from these thieves. In all actuality they should be sued for their shady business practices. They should be ashamed of themselves for conducting business in such a scandalous way.

  

  Business response

  05/16/2024

  Hello ******,

  We're very sorry to hear about this matter! We located an account for you under a different email address than the one that was provided through the BBB. It looks like there was Rocket Legal monthly membership downgraded as of 5/15/2024 on the account and a ******************** Legal Essentials membership for $4.99 was started the same day. As a courtesy, we've ensured that the Rocket Legal Essentials membership was downgraded to stop any further billing and a full refund for all of the charges has been processed, just allow 7-10 business days for the refunds to appear back onto the credit/debit card used on your Rocket Lawyer account. If you have any questions or concerns, please respond to the refund/downgrade confirmation email or feel free to respond here. Thank you!

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was tricked into buying a membership for wht was supposed to be one time advice. I was told I would be released from the membership it continue to be charged

  

  Business response

  05/16/2024

  Hello ********,

  We're so sorry to hear about your matter! 

  It looks like previous refund was processed, but as a courtesy, please be advised that we have processed an additional refund, bringing the total refunded amount to $199.95. Please respond to the refund confirmation email if you have any questions or concerns at this time. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rocket Lawyer has been charging me $111.99 a year after I called and canceled in May of 2023. I sent emails and the response I got was it was charged and if I would like to cancel, let them know. I notify them to cancel in May of 2023 and they charged me the yearly fee in May of 2023. After notifying them to cancel my account, they charged me again in May of 2024. No communication has been received by Rocket Law Their business practices meet all the criteria for the scam label. They tell you its cancelled and still charge you. Documentation may be provided to substantiate the claims as I have the original email from 2023 requesting cancellation

  

  Business response

  05/15/2024

  Hi *****,

  We're sincerely sorry to hear about this situation regarding the on-going Registered ************** We have made contact with our ************************ and a representative has sent an email to you regarding the resignation and refund of this registered agent service. Please respond to the email if you have any questions or concern at this time. Thank you!

  Customer response

  05/15/2024

  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

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription and downgraded my plan but they still went and charged my business card since January and now dont want to give my money back, despite having the email which contains the cancelation. totally scam. I want my money back.

  

  Business response

  05/09/2024

  Hello *****,

  We're very sorry to hear about this matter. It does look like the membership was already downgraded and one refund was previously processed. As a courtesy, a full refund for the remaining charges has been processed. Please let us know if you have any questions or concerns by responding to the refund confirmation that was barely sent to the email address on file. Thank you!

  

  Business response

  06/14/2024

  Hello *****,

  We ensured that all the charges were refunded and the membership was downgraded as of 4/22/2024. We have provided **** for each refund to give to your bank and are happy to provide them again. Please give our representative a call back with any questions or concerns at this time.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom it may concern,I am writing to file a formal complaint against Attorney *****************************, who is licensed to practice law in the State of *******. The complaint pertains to the attorney's failure to provide the legal services that were paid for by me, the client.**Factual Background:**1. On June 1, 2023, I entered into a contractual agreement with Attorney *****************************, through Rocket Lawyer for the provision of legal services related to filing a trademark application on behalf of my business entity, **** du **** LLC.2. I made the required payment for the legal services to be rendered by Attorney *****************************.3. Despite receiving payment, Attorney ***************************** did not fulfill the agreed-upon legal services and failed to provide the necessary legal assistance.4. This failure to provide the contracted legal services has caused me financial harm and emotional distress.**Requested Action:**I respectfully request the following actions from the Better Business Bureau:1. Investigate the conduct of Attorney *****************************, regarding the failure to provide the legal services paid for.2. Take appropriate disciplinary action against Attorney *****************************, if it is determined that there has been a violation of professional ethics and standards.3. Facilitate the resolution of this matter and ensure that I receive the legal services or a refund for the amount paid.Thank you for your attention to this matter. I look forward to your prompt action in addressing this issue.Sincerely,[******** *********************]cc: Attorney [*****************************] Rocket Lawyer (if applicable).

  

  Business response

  05/07/2024

  Hello *****,

  We're sorry to hear about this situation, but the attorney has been notified on our end to further assist and you will also be receiving an email confirmation from the ***** regarding your matter. If you have any further questions or concerns at this time, please email ****************************************** Thank you for bringing this to our attention!

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Business is centered around providing connections with lawyers in specialties in what ever state is needed. Being that I have contacted them 5 times now with no reply from their and I quote, "small trademark department", a resolution of service and or compensation would be in order since they are not providing described service that they are paid for.

  

  Business response

  05/07/2024

  Hello *******,

  We're sincerely sorry to hear about your situation, but it does look like this matter has been resolved with the attorney in question and your extension was filed as of yesterday. We also would like to mention that the service that is paid for via Rocket Lawyer is just the preparation and submission of the ** application, nothing after that is included in the service that Rocket Lawyer provides. So the service that was paid for was provided on our end. If you have any questions or concerns at this time, please respond to emails you've received regarding this matter, or feel free to email ****************************************** We appreciate your cooperation with this!

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to the extensive time it took to complete my 2022 tax return with Rocket ************ I may be subject to upwards of $13,000 in penalty fees. The Tax Pro assigned started working on my individual and business taxes in April of 2023. I paid $1000 for the original service fee. After several months of document request, fair but not great communication or responsiveness, plus a small additional file of transactions that had been missed on my part, all documents had been submitted for completion of tax return by October of 2023. I did not hear back from my Tax Pro for several months, then received an e-mail on January 9, 2024 requesting an additional service fee of $600 because of the additional transactions submitted in October 2023, of which I promptly paid in order to hasten the process of timely filing. I was then assured that the return shouldn't take long to complete. On March 11, 2024, it still had not been completed with no communication or updates. I requested an update and informed my Tax Pro that not having my returns completed was now preventing me from obtaining financing for my business. I received no response. It wasn't until further complaint on March 28, 2024 that I finally received a response with a draft for my business return on March 30, 2024. I assume that after my complaint, it only took 2 days to complete whatever work had been dormant for months. I then responded with questions re: by business return on April 9. 2024 which did not receive response until April 20, 2024 on which date I finally received a finished draft of both my individual and business returns. Because of the late completion and the additional penalty fees with every passing month, I'm afforded little time to review for accuracy or missed deductions, nor was I given much of any valuable advice or guidance during the process, which I would expect for $1600. I have yet to receive response to my formal complaint written to the company on April 20, 2024.

  

  Business response

  04/26/2024

  Hi ******,

  We sincerely apologize for this situation at hand and have reached out to our Tax filing team regarding this situation. One of our representatives will be following up with you via email with a response from their team soon. We appreciate you bringing this situation to our attention!

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rocket Lawyer has been charging me $39.99 monthly since Nov 2014. No communication has been received by Rocket Law and when I attempted to cancel they were unable to locate an account associated with the billing in order to cancel. I was told they did locate an account and that it was downgraded to free which would result in charges being stopped. The charges have not stopped and historically the billing has survived the replacement/issuance of a new bank card. Their business practices meet all the criteria for the scam label. They obscure the free to paid service and when the cancel at anytime is exercised they are unable to determine how to cancel. Documentation may be provided to substantiate the claims as I have the original intake email from Nov 2014 which makes no reference to a trial period to paid acct timeline.

  

  Business response

  04/24/2024

  Hello *****,

  We are saddened to hear about your experience with us and apologize for any inconvenience this situation may have caused. It looks like this matter has been resolved, but please reach out to the representative that assisted you today if you have any further questions or concerns now/moving forward. We sincerely appreciate your cooperation with this matter and hope that you're satisfied with the outcome of the resolution. 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I don't even know this company they some how charged my card ***** and I have never used them

  

  Business response

  04/02/2024

  Hello ****,

  We would like to help you with this matter, but the email address that was provided via the BBB isn't pulling up an account. We attempted to reach out to you via telephone to get this resolved, but the phone number that was left on the BBB states that the call cannot be reached and hangs up. Please respond to the email that one of our representatives has sent so we can get this taken care of with you. We look forward to hearing back from you.

  Customer response

  04/03/2024

  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,
  
  *********************

*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. ↩