Additional Complaint Information
BBB’s business profile for Rocket Lawyer was created in January 2008. A review of complaints was completed in January 2024. Complaints on file state issues with consumers being enrolled on a membership program after the 7 day free trial. BBB encourages consumers to review the terms of service link specifically section 1. Trial Offers, Auto-Renewals and Paid Accounts.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
rocket keeps charging my cc $39.99 for services cancelled cancell and refund all payments.
Business response
02/01/2022
Hi *****,
We are sorry for any confusion regarding our Free Trial! It looks like your $1 Trial ended and as stated at the time of sign up, the Trial converted into the Premium Monthly Plan and attempted to **** the card on file since it wasn't downgraded/cancelled. The charge didn't go through and will not attempt to **** again since the membership has now been cancelled. Please respond to the downgrade/cancellation email with any questions or concerns. Thanks!
Customer response
02/03/2022
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
01/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have noticed that I have been getting charged monthly by Rocketlawyer for the past 6 months. I recall signing up for the free trial, and canceling before the month was up, yet I have still been getting charged. I have not used this service since the trial month. I have reached out to Rocketlawyer and have yet to receive a response, however 30 has been refunded to my account. I am still waiting for the remaining balance to be refunded.Business response
01/31/2022
Hi *****,
We're very sorry to hear about this matter! One of our ** representatives has reached out to you to get this resolved. Please let us know if you still need assistance at any point by emailing ****************************************** Thank you!
Initial Complaint
01/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Regarding Rocket Law charging me $39.99 per month for a subscription I never signed up for.1) I purchased a "one-time" form for $5.00 in November of 2020 which required give them my credit card.2) I just found out, after auditing my **************** account today that they have been charging me $39.99 every month since then.3) I never knowingly signed up for anything other than a one-time purchase, nor would I as I have no need for any such services offered by Rocket Law.4) Since my initial purchase in November of 2020 ($5.00) I have not used Rocket Law for any reason or purpose.5) I have never received any email (given to them) to notify me of charges or to indicate I was being billed and subsequently had charges made to my **************** Card. Any reputable business would provide monthly billing to avoid any problems like this one.6) There is no way to reach them by phone. They do not take messages, or were not taking messages as of today.7) Their practices are deceptive and in bad faith.This company has stolen money from me. I never knowingly authorized payment to them. They have provided me no documentation to alert me they were doing so to avoid this problem! I respectfully request a credit from the company for all of the monthly payments made to them from my **************** card ending in xxxxx5004. The total request is for an amount of $519.87.Business response
01/18/2022
Hi Grant,
We're really sorry to hear about this billing matter, but we did want to explain things from our end. We show that in November of 2020, a Premium Trial was started for $5. It's explained during sign up that so long as the Premium Trial is cancelled within the 7 days, there is no further billing. Otherwise, it does convert into a Premium Monthly Plan.
Refunds have been processed, but please allow up to 10 business days for processing time. Additionally, your membership was downgraded (cancelled) to stop further billing. Please respond to the refund/downgrade confirmation email with any questions or concerns.
Initial Complaint
01/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In early November, I tried to sign up for a free trial but had technical difficulties so I gave up. I never received services. Then 14 days later, there was a charge of $39.99 on my card for services never rendered. I reached out to cancel and received a refund for November. Then they charged me again for December and January. I never signed up and asked them to cancel! Now they are just scamming! I want my money back and this account cancelled!Business response
01/12/2022
Hi Takara,
We're sorry for any confusion regarding your matter, but it looks like back in Nov. of 2021, your membership was downgraded/cancelled and a refund was processed. It also looks like you were gifted service (the expiration date will be provided in an email to you). Please let us know if you have any questions or concerns by responding to the email one of our representatives has sent to you.
Customer response
01/14/2022
Complaint: 16450533
I am rejecting this response because:My card was charged in the of $39.99 in December and January.
Sincerely,
***************************Business response
01/24/2022
Hi Takara,
We've already refunded both of those charges and the membership is downgraded/cancelled. We do not know what we can do further to assist at this point, but if there is please respond to the email thread you have with one of our representatives.
Initial Complaint
01/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for the free trial, which required a credit card, to test their services. After briefly searching their site I cancelled the subscription to avoid being charged. I just noticed that for the last 3 months they charged my card anyways. I hadn't logged into their service since my initial trying it for a day and cancelling, they sent me no contact or email, just charged my card.Business response
01/12/2022
Hi *****,
We're so sorry to hear about your matter. One of our representatives was able to reach you by phone to get this resolved today, but please let us know if you have any further questions or concerns by responding to their email of giving them a call back. Thanks for your cooperation with everything!
Initial Complaint
01/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Never ordered the service , called to get credit ,,they are still billing meBusiness response
01/12/2022
Hi ****,
So sorry to hear about your matter! Our records indicate that you had an active membership in the past, but it was cancelled and refunded. Your membership was reactivated in June 2021. The membership is showing it was already downgraded (cancelled) again, but one of our representatives has refunded your account and sent a refund confirmation email. Please respond to the email with any questions or concerns. Thank you!
Initial Complaint
01/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been paying Rocket Lawyer $1.00 a month for their 'basic plan' for years. The transaction is logged through my Paypal, so I have a paper trail. I rarely use the service, but today, I logged on to create an MOU for a project, and after walking through the steps, I was brought to a payscreen. I went to my account settings to see why they would be charging me for a form, and my account said that my membership status was 'free membership' instead of 'basic plan' which is what is reflected in my Paypal transaction log.Business response
01/12/2022
Hi *****,
We're sorry for any confusion regarding your membership, but the Basic Plan for $1 a month is only for personal legal documents; if you attempt to create a business document, a paywall will be met. If you have any other questions or would like for us to cancel this membership, please respond to the email one of our representatives has sent you. Please also be aware that the email address that was provided wasn't in a membership, so it's possible that the account with the membership is under a different email address. If you're wanting to cancel, please be sure to provide any other email addresses we could look for an account under.
Initial Complaint
12/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I tried the 7 day Free, but actually $5.00 trial service. Every time I tried to call to downgrade I get no answer. Message says to leave your email to downgrade your account, but you cannot actually leave a message.Ive now been charged $39.99 and it appears I will continue to be charged monthly for an account I do not intend to use and cannot cancel.My account shows as free online, but my credit card shows they have a reoccurring charge scheduled.My card needs to be credited the $39.99 and closed.Business response
12/27/2021
Hello ******,
We're so sorry to hear about this situation! One of our representatives has reached out to you by phone and email to get this resolved with you. We just need some more account information from you in order to get this taken care of. We hope to hear back from you soon.
Customer response
12/28/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and confirm contact from their representative and they have credited me.I appreciate your assistance.
Sincerely,
*******************************Initial Complaint
12/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for a free 7-day trial and cancelled before the trial ended, but was still charged $39.99 for a "premium" subscription. This same scenario appears to be the bulk of the complaints against this company and is apparently a common practice for them. I expect a full refund for the amount charged, and have filed a fraudulent charge case with my financial institution which will remain in place until the refund is credited to my bank account.Business response
12/20/2021
Hello *******,
We're sorry to hear about your matter, but it looks like you've already been refunded and the membership has already been downgraded/cancelled. Please let us know if you need anything further.
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 17 year old son was charged $39.99, neither of us have ever heard of this business. Seems like this business has a history of grabbing cards and entering into a subscription unbeknownst to the owner. Looked through his emails and their is nothing from this business.Business response
12/16/2021
Hello ****,
We're so sorry to hear about this situation. We've had one of our representatives reach out to you to get this resolved and hope to hear back from you soon.
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Contact Information
Customer Complaints Summary
179 total complaints in the last 3 years.
44 complaints closed in the last 12 months.