Complaints
Customer Complaints Summary
- 187 total complaints in the last 3 years.
- 75 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:05/09/2023
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.
My account was charged $980 for services I did not request nor receive. I believe the person who charged my account is a affiliate/franchise of Rocket Lawyer The only information I was able to find is the merchant name on my statement is ******************** LLC. There is no website for them or no number to call them. After looking in the ***** **** of Secretary of State website I was able to find their Registered Agent name is Rocket Lawyer ********* Services LLC. After researching their file number with the state I found their corporate address is out of *************, **. I googled the address in ************, *****. I found it goes to office suites called Parasec. They offer Registered Agent Services. I called them at ************. They confirm they have a Rocket Lawyer office there. I have called and left voicemails. No reply. These people have charged my account for $980 for services I never asked for nor received. I am disabled and on a fixed income. I am unable to pay my rent next month because my account is in the negative. I need someone to either refund me from Rocket lawyer or found out who these crooks are who stole my money.
Business Response
Date: 05/10/2023
Hello ********,
We sincerely apologize about this matter. It looks like one of our representatives had mode contact with you today, 5/10/2023 regarding this situation. Unfortunately, we cannot assist since the charge did not originate from Rocket Lawyer **** We hope you can get this matter worked out on your end and wish you the best of luck. Please take care.
Customer Answer
Date: 05/12/2023
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:05/05/2023
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 dont have an account/ never made and account and I am being charged ***** a month since February. I was also charged **** in January.Business Response
Date: 05/05/2023
Hello ******,
We're sorry to hear about your situation, but our records indicate that you contacted our **************** after the ******************** was submitted and got the membership canceled and a refund was issued. If you still need assistance at this time, though, please feel free to email ***************************************** or you can respond here.
Initial Complaint
Date:05/04/2023
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.
Rocket Lawyer has been charging my account without permission. I have never used/needed their service. They have been charging me $39.99 since August 2022 and they even changed the amount to $1.00. I need all of these transactions to be refunded or I will be reaching out to the Attorney General for assistance with this matter.Business Response
Date: 05/08/2023
Hello *******,
We're so sorry to hear about your experience. We've issued a full refund for all charges, bringing the total refunded amount to $281.93. Please allow **** business days for the refunds to process. Additionally, your membership was canceled to stop further billing. Please respond to the refund confirmation email with any further questions or concerns.
Initial Complaint
Date:04/28/2023
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 have been charged ***** for the last two months by this company for services I never signed up for. Went on their site to see what was going on and says that there is no payment history on my account. Very deceptiveBusiness Response
Date: 04/28/2023
Hello ******,
We're very sorry to hear about your matter. It looks like one of our representatives has been able to make contact with you over the phone to get this resolved, please follow up with them with further questions or concerns at this time. Thank you!
Initial Complaint
Date:04/17/2023
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.
Extremely scummy business practice. Kept daisy-chaining to get more money from the customer while not sharing the full cost. Does not show that paying for premium membership will only include 10 pages to be reviewed. Its hidden in the *** and not on the plan pricing page. If you want the rest of the document reviewed, you cant wait until next month for another 10 pages. You must pay for the rest to be reviewed. You also cant pick which pages you want reviewed either which means no skipping the basic templated ones. It also says you can ask a lawyer legal questions but it isnt until you call them that it is only 2 questions a month! Also, they dont employ any actual lawyers! They basically just route you to whatever lawyer they outsource so depending on that lawyer is how much they charge you for fees. You cant compare lawyers either.Business Response
Date: 04/17/2023
Hello *****,
We're sorry to hear that you're unsatisfied with our service and would like to do what we can to resolve this. As a courtesy, a full refund was processed and the membership was canceled to stop further billing. Please respond to the refund confirmation with any questions or concerns at this time.
Initial Complaint
Date:04/16/2023
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.
RocketLawyer has evidently been secretly billing me $39.99 per month for the last few years (!) without sending any email receipts or heads up. The total is -$959.76. When I log into the website, it says I'm still on the "free plan" and that I have never been charged by RocketLawyer.Business Response
Date: 04/17/2023
Hello ******,
We're sorry to hear about this situation. It looks like the account was under a different email address, which is why you were unable to see the active membership status on your end within the other account (under the email address listed for the BBB).
We do explain at the time of sign up the Trial Terms and Conditions; so long as the membership is canceled within the Trial period, there is no billing whatsoever, otherwise it does convert into the Premium Monthly Plan that can be canceled at any time.
We've ensured the membership has been canceled to stop any further billing and a refund in the amount of $959.76 has been processed. Please allow **** business days for the refund to process and let us know if you have any questions or concerns by responding to the refund confirmation.
Initial Complaint
Date:04/07/2023
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.
This company has been charging me with no notice for 4 months, 1/9/23, 2/7/23, 3/7/23, and 4/7/23 for a total of $159.96 with zero notice after I signed up for a free trial. There was absolutely nothing sent to my email on file to inform me of the charges or invoice me, I finally noticed this on my bank statements 4 months later. The website would not allow me to cancel, only downgrade my account. The website will not allow me to log in, and will not send a password reset link to my email on file. I was only able to finally access this account via phone. This is VERY shady and if I ever signed up for a free trial I regret it because this company seemed to go behind my back and was charging me without ever sending notification. WATCH OUTBusiness Response
Date: 04/07/2023
Hi there *****,
We apologize for this matter! A full refund has been provided, along with an explanation of the billing terms and conditions via email. Please allow **** business days for the refunds to process and since your membership was canceled, you will not be billed again. Please let us know if you have any questions or concerns at this time by responding to the refund confirmation email or through the BBB.
Customer Answer
Date: 04/08/2023
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:04/03/2023
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 have been charged $39.99 since April 26 21. For the last 24 months, Rocket Lawyer has been charging me for services that I have not used. I have attempted to contact them via email and have yet to receive a response. I would like a refund on these charges as I have not used this service nor did I receive goods from this business. This is nearly a thousand dollars that have been taken from me.Business Response
Date: 04/05/2023
Hello *********,
We're very sorry to hear about your matter! We have been able to resolve your matter, please respond here or to the refund confirmation email with further questions or concerns at this time. Thanks!
Initial Complaint
Date:04/01/2023
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 have been charged a monthly recurring fee of ***** for services I do not want and cannot determine exactly what the services are. I have tried repeatedly to cancel via email, through the website, etc. and have been entirely unsuccessful.Business Response
Date: 04/05/2023
Hi ******,
We sincerely apologize for this matter, but one of our representatives has attempted to reach out via phone and left you a voicemail. They've also sent an email if that would be an easier point of contact. Please follow up with them so we can get this resolved! We hope to hear back from you soon. Take care!
Initial Complaint
Date:03/27/2023
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.
Company uses deceptive practices in its marketing. First I signed up for a "free trial" so that I could save a document I had created on their website. The "free trial" promised I could create docs and get legal questions answered for 7 days before getting charged.I created a doc and submitted some questions but then realized they offered a phone call with an attorney. Turns out this was not included with the "free trial" so I would have to cough up $40. Fine, whatever. Seemed worth it to me. I converted my trial to a membership and was promised a phone call within 24 hours.Over 24 hours later, I was called by someone to say that there were no lawyers available to help with my issue by phone but I could still submit questions by email. I explained the entire reason I paid the $40 was for the phone call and the rep ******** offered to cancel/issue a refund. I asked if I could convert back to the 7 day trial for the email questions and she told me no, I'd have to keep a paid membership to get questions answered. I ended up getting the refund and cancelling but think this was a poor business practice.Am I happy they issued a refund? Sure. But I think customers should know that they aren't necessarily getting what's promised when they pay the company the $40. I was delivered neither the full seven days of free-ness for the trial nor the benefits of a phone call with the $40/month membership despite the website suggesting that's what was being offered.Business Response
Date: 03/31/2023
*******,
We apologize for your experience, but our records indicate that your membership was discontinued so no further billing will occur, along with a refund already being processed. Please email ***************************************** or respond here if you need further assistance.
Customer Answer
Date: 04/01/2023
Complaint: 19859296
I am rejecting this response because: canned response that does personally address my concern. Im aware that my account is closed and I received a refund. Im not asking for a refund. Im submitting a complaint based on what I believe to be deceptive marketing.
Sincerely,
*************************Business Response
Date: 04/05/2023
*******,
We appreciate your feedback and are here if you need further assistance from us. Please feel free to contact ***************************************** or call 877-881=0947 (M-F, 6am-6pm PT).
Customer Answer
Date: 04/06/2023
Complaint: 19859296
I am rejecting this response because: this is insulting in how little it does to address my concern.
Sincerely,
*************************
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