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:03/24/2023

  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.

  This outfit sends me unwanted spam messages. I have asked them repeatedly to stop. The send me an email saying they will stop, yet they continue to spam me. I want them to stop spamming me and I also want them to destroy any contact info they have for me for all of eternity. Why would you waste resources deliberately antagonizing someone for no purpose????????????? Do they think it will make me want to do business with them? Do they think it will make me speak well of them to others?

  

  Business Response

  Date: 03/31/2023

  Hello *****,

   

  We sincerely apologize for the inconvenience and have escalated this to the correct team to ensure this is handled in an expeditious manner, we have also reported the issue since it does look like you were already unsubscribed from our email list. Thank you for bringing this to our attention!
  

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19847435
  
  I am rejecting this response because: they did not destroy my contact information nor did they assure they will. This has been an ongoing issue. They have spammed me repeatedly in the past and lied about their intent to stop.  It's really not ROCKET science to stop spamming someone and delete their info to make sure it never happens again. I want assurances  that my contact info is deleted forever. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/06/2023

  Hello *****,

   

  We sincerely apologize for the inconvenience of the matter. W have ensured that a report was filed regarding issues with the unsubscribe email tool on our end and will be getting it resolved as soon as we are able. We have also ensured that your account has now been fully deleted from our database as of 4/6/2023.

  Customer Answer

  Date: 04/07/2023

  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 if these guys finally actually do what they say, even though they have lied about this numerous times in the past, I will accept this response for now. Only time will tell though.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/19/2023

  Type:Billing 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 had charges from 11/17/2022 monthly for five months = $199.95. Due to this on many other websites performing recurring charges my phone/bank account sends me a message for EVERY charge for over one year. This firm has written a program to get around the out messaging via the banks when it charges automatically WITHOUT your knowledge. Then, firm doesn't allow you fully cancel your membership, ONLY convert you to a FREE account holder for the next time they start charging without your knowledge. IT HAS HAPPEN WITH ME BEFORE.with this firm. It needs to be investigated how the firm is getting around the banks notification messages.

  

  Business Response

  Date: 03/22/2023

  Hello ****,

   

  We're very sorry to hear about your matter.  One of our representatives provided a a full refund as of 3/20, just allow **** business days for processing. A refund confirmation email was sent out to you, so please feel free to respond to it with any further questions or concerns at this time. Thanks so much. 

  Customer Answer

  Date: 03/22/2023

  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

  Date:03/16/2023

  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 was charged $99.99 by Rocket lawyer for a replacement birth certificate,and now I'm being told that they never deducted any money, but my account is $99.99 short. I was supposed to receive a confirmation email which I never received and that prompted me to call customer service. There I spoke to "Carch" who acknowledged my account, but denied receiving any payment. I would like my $99.99 returned.

  

  Business Response

  Date: 03/17/2023

  Hello ****,

   

  We're sorry for this matter! It looks like you're currently working with one of our representatives to get this matter resolved. Please reach out to them with any questions or concerns at this time. Thanks!

• Initial Complaint

  Date:03/11/2023

  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 have been getting charged ***** since September 2022. I have no idea who or what this company is. I absolutely never signed up for or given any credit card information to this company. They just started charging my account without any warning or my authorization. I want this stopped immediately and I want a full refund.

  

  Business Response

  Date: 03/13/2023

  Hello *****,

   

  We apologize for this matter, we were able to locate the account in question, but it looks like it was under different information than what was provided. As a courtesy, a full refund has been processed, please allow **** business days for them to process (but it doesn't necessarily take this long). The membership was already downgraded/canceled to stop further billing due to an earlier conversation with one of our representatives. 

   

  Please let us know if you have further questions or concerns by responding to the refund confirmation email sent. 

• Initial Complaint

  Date:03/08/2023

  Type:Billing 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.

  In Fall of 2021 I signed up for a trial subscription to try out the Rocket Lawyer document services. I did not cancel the trial membership before moving on to use a different service, so my membership was upgraded to a Premium level plan at a cost of $39.99 per month.I was never sent a receipt of payment for the initial membership, and was never notified of subsequent monthly charges. The only sign that I was being charged was a line item on my credit card statement that I did not see until March 2023.While I'm sure I probably agreed to a terms of service that spelled out how I was going to be charged, the lack of communication from Rocket Lawyer allowed these charges to continue for over a year without any sort of proof or reminder. While this is probably legal, it is my opinion that it is a predatory system that takes advantage of the average consumer on a regular basis.While some consumers may benefit from the services offered, I believe that the Rocket Lawyer enterprise is otherwise predatory, and the lack of monthly payment receipts is a way of hiding ongoing charges.

  

  Business Response

  Date: 03/09/2023

  Hello *****,

   

  We apologize for this matter! Our records indicate that your membership has already been canceled and charges have been refunded. Please respond to the refund confirmation email with any questions or concerns.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was refunded less than a third of the fees that were charged over the last year. While I can't say that I'm satisfied, I recognize that I agreed to a terms of service when I originally signed up for the free trial service, so I appreciate the partial refund.

  It is my opinion that there should be a limit to the number of months that a service like this can collect subscription fees for a service that is clearly not being used, or at least a requirement for the business to notify the consumer with a receipt of payment on a regular basis. A consumer may opt to not receive these reminders, but the default action should be to send notifications until they are intentionally stopped.

  Thank you,
  
  ***************************

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising 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 signed up for the trial for $5.00. I canceled the same day when the lease I was trying to formulate would not allow specifications for **********. I had to use another service . They continued to charge my account for 11 months at $39.99. I had 2 sick family members hospitalized and didn't look at my mail for almost a year.. just paid my bills online.. I was in crisis mode. I looked at my bills today and was shocked to see that they charged me over $400 for a service I never authorized. Scam! Don't trust them with your credit card for a "free trial" that when you cancel they will not cancel.

  

  Business Response

  Date: 03/06/2023

  Hello ******,

   

  We're sorry to hear about your matter, but we do explain at the time of sign up that so long as the Trial is canceled during the Trial period then there is no billing whatsoever. Otherwise, it will convert into a Premium Monthly Plan until it is canceled. 

   

  Our records indicate that your membership was already downgraded/canceled and all of the $39.99 charges were refunded previously as well, so at this time we do not know how to assist you any further.

   

  If there is something else that we can do to better your experience, please email ***************************************** or respond through the BBB. Thank you. 

• Initial Complaint

  Date:02/27/2023

  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.

  On 11/12/2019 I used Rocket Lawyers free membership service to create a draft of a will. No other memberships, payments or services were used. However, at some point, without my knowledge, they began charging me a monthly fee of $39.99 (two charges seen so far on 1/20/2023 and 2/27/2023, but I am looking further back for more). Upon seeing this charges, I signed in to my account and noticed my membership still shows as free alongside an ad to upgrade to premium services. When I contacted customer service a representative named ***** told me, Thank you for contacting Rocket Lawyer Support. We apologize but there is not an active account associated with this email address. The bank statement also includes the business phone number *************). I have screenshots supporting all of this. I expect Rocket Lawyer to provide me with a full refund of EVERY cent they have taken from me since 11/12/2019.

  

  Business Response

  Date: 02/28/2023

  Hello *********,

   

  We're so sorry to hear about your matter and would like to make things right. One of our representatives is currently making contact with you to get this resolved, so please be sure to follow up with them to get this resolved as soon as possible. We look forward to hearing back from you to get this taken care of!

• Initial Complaint

  Date:02/09/2023

  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 emailed RocketLawyer numerous of times asking to get a refund back from the money that is taken off of my account. I never got a response and I tried searching on their website to speak with an agent. I spoke with someone through chat and the person told me that she will put in an order for my refund and never did. The representative said I have to give it **** business days to get my money back to my account, but it never came back. They have taken $120 from me and still havent refunded me yet, and continues to bill me on a monthly basis that I never asked for.

  

  Business Response

  Date: 03/13/2023

  Hey *******,

   

  One of our representatives has been in contact with you and it looks like you're working with them to get this matter resolved. Please follow up with their email with further questions or concerns or you can give them a call using the phone number they've provided.

• Initial Complaint

  Date:02/07/2023

  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 account was charged $39.99 on 2/6/2023. I want my money refunded immediately please. I did not sign up for this service. Period.

  

  Business Response

  Date: 02/07/2023

  Hello ********,

   

  We're sorry to hear about your matter! We were unable to locate an account under the email address provided, but we did locate the account under a different email address. Our records indicate it was started in a Trial on 1/30/2023. Since it wasn't canceled during the Trial period, it converted into the Premium Monthly and billed the $39.99. We do explain this at the time of sign up, but apologize for any confusion. Please let us know if you have any questions or concerns by responding to the refund confirmation email sent to the email address on file. 

• Initial Complaint

  Date:02/01/2023

  Type:Sales and Advertising 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.

  In 2021, I hired Rocket Lawyer to complete a trademark application for me. The process went smoothly so I decided to continue working with them. A few months back, I received an email from ********************* stating that I had 4 days to complete a Statement of Use or I would lose my trademark. She then proceeds to tell me how much the service would cost. Im not made of money and, at no point was I informed during the initial part of this process that there would be later documents that they were going to look for me to pay them to file. I asked if the process required an attorney or if it was something I could do myself. She assured me that I could do it myself and that all she had to do was remove the listed attorney from my file at the ***** so that I would be allowed to do it myself. I asked if we removed him for this transaction, would it be possible to add him back later. Of course, she told me. I asked her to remove him then asked how long the process would take as just this back and forth took 2 days. No response. i sent 4 additional follow up emails to ********************* asking whether or not the attorney had been removed, none of which have received a response. The deadline passed. I called and emailed customer service. No response. I have now, possibly, lost my trademark and my money all because I refused to pay them more that I already had when the only question I had was had they removed their lawyer so that I could complete the online form myself. Im sure this constitutes some level of legal malpractice or, at the least, an ethical violation as getting paid more money was the focus of ********************* concern.

  

  Business Response

  Date: 02/01/2023

  Hello ******,

   

  We greatly apologize for this matter! The representative mentioned was contacted and has reached out to get this fully taken care of. Please follow up with them or feel free to reach out to ***************************************** if needed. Thank you!