ComplaintsforRocket Lawyer

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I authorized a 1$ dollar charge from this site. They proceeded to charge me again and this charge was not authorized. I want a refund.

  

  Business response

  03/21/2022

  Hello there,

   

  So sorry to hear about your matter! It looks like this account was signed up for the Premium Trial period, and as explained at the time of sign up, so long as the membership is downgraded during the Premium Trial period there is no further billing. Otherwise, it will convert into the Premium Monthly Plan.
  
  
  As a courtesy, a refund has been issued. Please allow up to **** business days for the credit to post to your card by your financial institution.
  
  
  Additionally, your Rocket Lawyer account has been downgraded (cancelled) to stop further billing. Pleaser respond to the refund/downgrade confirmation email with any questions or concerns. 

  Customer response

  03/22/2022

  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

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I do not have an account with this company. They have been charging me $39.99 a month for the last 6 months.I cannot log into an account because I do not have an account. The only way I was able to track down the company was from the phone number ************* on my credit card billing statement. How can I get this to go away and get a refund for the monies charged against my credit card? This is truly a SCAM.

  

  Business response

  03/17/2022

  Hello *****,

   

  We're very sorry to hear about this situation. We were able to locate your account under the email address you've provided and our records indicate that a Premium Trial was started on 08/02/2021 for $5. Since it wasn't downgraded/cancelled during the Trial period, it does convert into the Premium Monthly Plan, which is explained at the time of sign up. As a courtesy, a full refund has been issued for the charges. Please allow **** business days for them to process and let us know if you have further questions or concerns by emailing ****************************************** Take care!

  Customer response

  03/18/2022

  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. That is IF they actually give me the refund, says 7 to 10 days but I had to respond within 5 days so we will see if they refund what is owed me. $240.00
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rocket Lawyer charged ****** for incorporating a non profit and refuses to refund the money though they have not provided the services that they've charged me. I have included the receipt. They've used high pressure tactics and their services have been inaccurate. To date they filed then dissolved articles of incorporation for my non-profit including the manufacturing minutes that didn't exist. To date I've been refunded $5 for some document that I didn't need in the first place along with ***** right after they dissolved my filing of the articles, which I was willing to pay for. I have attached documentation. I want my money back. I have contacted my own attorney to assist with this but this company has to be stopped. I absolutely do not want rocket lawyer as my registered agent, but they should not get to resign and keep $400 for nothing. I absolutely want this relationship severed, but I want a full refund. I'd gladly mail their so-called kit with the seal in it right back.

  

  Business response

  03/14/2022

  Hi *******,

   

  We're sorry to hear about your Incorporation matter. It looks like you were already refunded for $379.96 (as shown in the screenshots), but as a courtesy the remaining amount was refunded, bringing the total refunded amount to $456.91. Please allow **** business days for the refunds to process and be sure to let us know if you have further questions or concerns by responding to the refund confirmation you've received.

  Customer response

  03/14/2022

  Better Business Bureau:
  
   I have not been able to review any response at all from the company that was sent to the BBB. Therefore, I deleted the first line indicating that I had.  I have received an email from Rocket Lawyer dated 03/13/22 stating that they will refund an additional $314.97 to the original amount of $59.99.  This did not include the original filing fee of $76.95 with the state of VA.  Today, I received an email stating that the $76.95 would be refunded as well.   Now I will just be on the look out for the $40 per month membership fee that I declined.  I can open a new case for that, if it occurs. In reviewing your site, I noticed that this was an issue at times with Rocket Lawyer.  Thanks for your help.  I will await the credits to be refunded on my credit card and to see that there is no membership fee ever charged to me.  Thanks again for your prompt service.    
  
  Sincerely,
  
  ************************************

• Initial Complaint

  03/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been charging me ***** for the past several months. I have never used this company for anything. I do not know how they obtained my bank account information or have been authorized to debit my account every month. I expect a full refund for every dollar they have debited from the account.

  

  Business response

  03/14/2022

  Hi ***,

   

  We apologize for any confusion with this situation. Our records indicate a 7-Day Free Trial was started and as explained at the time of sign up, the Trial will convert into the Premium Monthly Plan if it's not downgrade/cancelled during the Trial period. We were able to locate your account under a different email address, but it looks like as of 3/12/2022, a dispute was received via your financial institution. At this point, you will need to speak with your financial institution regarding the billing, but the membership has been downgraded/cancelled to stop further billing. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I paid over $400.00 to have Rocket Lawyer expedite the filing of my business documents due to one of their members from their management team contacting me via phone after I initially paid a little over $200.00 through their website to incorporate my business here in ********. The manager by the name of ***** contacted me a month ago urging me to pay a little over $200 more bucks to have the services sped up and delivered within a weeks time. He exaggerated that his company had a team who had a "secret way" of handling the filing to obtain prompt results. I thought this guy was honest since he was a representative of this Rocket Lawyer company so I authorized him to charge my debit card that day with assurance that I would recieve my documents in 7 days. It's now been over a month and the guy's now telling me that his team is located in **** who's handling my filing and they're not moving as fast as normal. And everytime I contact him it's the same story. So I've been a victim of a definite "false advertisement" and at this point a likely scam by the Rocket Lawyer company. I don't recommend this company for ANYONE to use in the filing of their company documents or for ANY OTHER USE for that matter. This is a complete dissatisfication of their business tactics to gain money by driving a false narrative of what their company can offer.

  

  Business response

  03/11/2022

  Hello Adeeb,

   

  We're sincerely sorry for this situation regarding your incorporation filing with us. It looks like there was a miscommunication between the state and our team, and the same day filing wasn't processed. We are looking further into this matter and will do our best to ensure our filing process runs more smoothly moving forward. 

  As a courtesy, a full refund of all charges has been processed, but please allow up to 10 business days for the refunds to process. Please respond to the refund confirmation email with any questions or concerns at this time. 

  Customer response

  03/13/2022

  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

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company charged my credit card without approval. My wallet was stolen and when the charge hit my account I Immediately contacted them. They shut down the fake account ( even emailed me back indicating they found the account card was used on and shut it down) but will not respond on refunding my funds that were used by stolen card.From: ********************** <**********************> On Behalf Of ******************************* Sent: Monday, March 7, 2022 1:34 PM To: ******************* <****************************************>Subject: Regarding Your Rocket Lawyer Inquiry [ ref:_00D60IWzK._5006Q1nlJHP:ref ] Hello , Thank you for contacting Rocket Lawyer support.The account in question was closed on 03/03/2022, any correspondence regarding that account has been sent to the email on file. If you need further assistance please contact us any time by e-mail, or by phone at ************, Mon-Fri 6 AM - 6 PM Pacific Time.Sincerely,Savannah Rocket Lawyer Support Team www.rocketlawyer.com Rocket Lawyer is a simple and easy way to manage all legal aspects of your business on a secure and accessible online platform. NOTE: NEITHER THIS ELECTRONIC MAIL NOR ANY OTHER COMMUNICATION FROM ROCKET LAWYER INCORPORATED, INCLUDING FROM ITS AGENTS AND REPRESENTATIVES, CONSTITUTES LEGAL ADVICE OR CREATES AN ATTORNEY-CLIENT RELATIONSHIP. Rocket Lawyer is not a law firm and does not provide legal advice. If legal advice is required, please seek the services of an attorney.

  

  Business response

  03/21/2022

  Hey ****,

  We apologize for this matter!
  
  It looks like your membership was already downgraded (cancelled) and a refund was already processed for the charge.
  
  Please allow up to **** business days for the credit to post to your card by your financial institution and let us know if you have any questions or concerns by responding to the refund/downgrade confirmation email.
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ************* services started on 04Jan2022. According to Rocket Lawyer, they submitted to PA **** of ***** on 06Jan2022. I was charged $125 for the PA state incorporation fee, and a $99 processing fee for the process. The reason I hired this company was it seemed well reviewed under the BBB and their name Rocket Lawyer. At this point, all I can say is that the company name is misleading, they do not expedite work and they truly do not understand the details of the work they do. The staff taking the orders do not have the capacity to properly guide you through what the customer need. I ended up choosing a **Corp when what I needed was a LLC **Corp tax. When I brought it to their attention, their resolution was to blame me for choosing the wrong selection and stated that I would have to pay major additional fees to correct it plus the delays to get the work done. The **Corp was accepted as is.As of Feb 22nd, the company's response to the delay in the incorporation is PA ***** is behind on the process. Rocket Lawyer reimbursed the processing fee of $99.My complaint about this business is they do not deliver on services hired for and lack the customer support to provide updates (lack of transparency). Returning the processing fee does not resolve the main problem. Two and half month after service requested, I'm still waiting and the company payroll is been impacted in the process. I may understand their defense in regards to the PA state delays; however, I work with other individuals that requested the same services through other service providers or made the process personally and did not encounter this major delay.My desire resolution is that the incorporation be address and completed already. If the company does not have the resources to provide the service they offer and ensure satisfaction, they should not be offering the service in the first place. Very disappointing and I'm extremely dissatisfied at their customer support.

  

  Business response

  03/08/2022

  Hi ********,

   

  We sincerely apologize for this situation. Unfortunately, PA is experiencing very delayed processing times at the moment. 
  
  As a courtesy, we have issued an additional refund, bringing the total refunded amount to $458.97.
  
  Please allow up to **** business days for the credit(s) to post to your card by your financial institution.
  
  
  Please let us know if you have any questions or concerns at this time by responding to the refund confirmation email you've received. 

  Customer response

  03/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution to complete this complaint. The business did not deliver the service requested within reasonable time. For everyone's reference, I proceeded to incorporate directly with PA ***** of ***** and the process took one morning. Thanks. .
  
  Sincerely,
  
  ******** *********************

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Same story: charged the $39.99 initial fee for not cancelling in time. I never knew I subscribed.

  

  Business response

  03/07/2022

  Hi Marcus,

   

  We sincerely apologize for this matter and any confusion regarding our Free Trial. It looks like the account was started under a different email address than the one that was listed here, but we were able to refund the charge as a courtesy and downgrade/cancel your membership to stop further billing. If you have any questions or concerns, please respond to the refund confirmation email. 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi, I signed up for their 7 days free- premium trial for $5.00 on 2/28/22. I tried to cancel today mar 1,2022 3x's over the phone because they did not have a downgrade/cancel option onsite and wish to cancel. Per their policy of you do not cancel within 7 days they will charge you $39.95. I want to cancel my membership and want MY DEBIT CARD deleted and my account CLOSED from their site. I keep being told oh you have free membership and don't need to cancel. But I do because don't want to get stuck with them trying to **** me. Name- ********************* email- ******************* Membership #: ********* Your Plan: Free 7-day Trial Membership Items Purchased: Premium Trial $5.00 MasterCard - **** 02/28/2022 Items Purchased Premium Trial$5.00 Premium Trial vs. Free Trial Rocket Lawyer offers two 7-day trials. If the trial is not canceled by the end of the seventh day, it will convert into the *************** that is $39.99/month.Free Trial includes:1 document Print, Edit, eSign (RocketSign), Download No longer includes the Q&A question $5 Premium Trial includes:3 documents Document Defense 1 Q&A question Print, Edit, eSign (RocketSign), Download Note: The $5 Premium Trial does not include: Consultation, Document Review, or up to 40% off lawyer services.

  

  Business response

  03/02/2022

  Hey Eden,

  We're sorry for this matter! Please note that, as of  3/2/2022, your Rocket Lawyer $5 Trial was downgraded (cancelled) to the Free Membership level. You will not be billed any further.
  
  
  I've also ensured that your credit/debit card was removed from the account, please log in and check for yourself under "Rocket Wallet" in your account settings.

   

  A downgrade/cancellation email was sent to your, please respond to it with any questions or concerns. 

  Customer response

  03/03/2022

  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

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a free trial and then immediately cancelled. Rocket lawyer confirmed the cancellation. My account shows no billing history and no subscription history. It says I have a free account. Yet today I was charged $40 for a subscription. No email notification or anything. Wtf. This definitely seems like it's on purpose hoping people just don't check their accounts. I have screenshots of everything described if necessary.

  

  Business response

  02/28/2022

  Hello Emma!

   

  We're sorry for any confusion, but the email address provided here wasn't pulling up in our system, but I was able to locate your account under a different email address. There was an active billing on the account, but we've ensured it was cancelled/downgraded to stop further billing and as a courtesy issued a refund for $39.99. Please allow **** business days for it to process and please let us know if you have further questions or concerns by responding to the refund confirmation email. 

*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. ↩