ComplaintsforRocket Lawyer

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the free 7 day trail in 2019. I was billed monthly $39.99 pr month until November 2021. I was unaware of the monthly re occuring charge until recently. My credit card company and I contacted the vendor and after searching my spam email I discovered the opt out email. The representative was not whiling to take any action and was unwilling to share with me when the service was used or document S created. After reading other comments this appears to be a shady business practice.

  

  Business response

  12/15/2021

  Hello *****,

   

  We sincerely apologize for this matter, but it looks like you've already spoken with a representative to get this resolved; our records indicate that your membership was downgraded (cancelled) and refunds were processed as of 11/29/2021. Please let us know if you have any further questions or concerns. 

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account was charge $39.99 and I dont even know this company. I have never started anything with this company at all. I want my $ returned to me and it shouldnt be charged again, as I dont know this company.

  

  Business response

  11/15/2021

  Hi *****,

   

  We're sorry to hear about this matter. One of our representatives were able to reach out to you via phone and got this resolved by downgrading (cancelling) the membership and refunding the $39.99. Please allow **** business days for it to process. It looks like a 7 day Free Trial was started on 11/7/2021; we explain at the time of sign up when card information is needed that so long as the membership is cancelled within the 7 days of the Trial there is no billing, otherwise, it converts into a Premium Monthly Plan. Please let us know if you need further assistance by responding to the refund/downgrade confirmation email you've received.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been charged 39.99/month from rocketlaw for the past 15 months. I never signed up for their monthly services nor have I ever received a **** or a receipt of any services rendered for the last 15 months. Please advise.

  

  Business response

  11/08/2021

  Hi *******

   

  I greatly apologize for this situation at hand, but I did want to give you an explanation as to why you were charged. Our records indicate that, on 7/31/2020, card information was entered to start a 7-Day Free Trial for on Premium Monthly Plan. The account was started under the email address, ************************ Before credit card information was entered, and the "Get Document" button was clicked, the terms for starting the trial were listed both above and beside the sign up box. For your reference, I have included this text here:
  
  
  After the trial, your paid monthly membership will automatically begin and your service will continue uninterrupted unless you decide to cancel.
  Cancel any time
  Rocket Lawyer makes it simple to cancel your trial before you are billed either online or by calling us at ************** M-F 6am-6pm PT. ********** fees will be charged if you cancel within the trial period.
  
  The Terms that were agreed to at the time of sign up legally authorized us to **** your credit card monthly until the account was downgraded (closed).  You were notified monthly on your billing statement of Rocket Lawyer charges but we do not show any request to downgrade either by website, chat, email or phone call prior to 11/8/2021.
  
  
  Unfortunately pursuant to our terms and conditions this account is not eligible for a refund.  As a courtesy to you we have issued a refund in the amount of $599.85 which will post to your account within 10 business days depending on the processing time of your financial institution.
  
  
  
  Since your Rocket Lawyer membership has been downgraded (cancelled) you will not be billed again.
  
  
  Please let us know if you have any questions or concerns by responding to the refund/downgrade confirmation email.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/15/2021 39.99 9/15/2021 39.99 10/15/2021 39.99 My account was charged 39.99 on 3 different occasions. I never agreed to reoccurring payments through this company. I don't even know this company.

  

  Business response

  10/26/2021

  Hi *******,

  So sorry to hear about your matter! It looks like a 7-Day Free Trial was started. We do explain at the time of sign up that credit card information is needed to begin; so long as it's cancelled within the 7 days of the trial, there is no billing whatsoever. Otherwise, it converts into a Premium Monthly Plan. 
  
  
  As a courtesy, please be advised that we have processed a refund in the amount of $119.97 to the credit/debit card you used on Rocket Lawyer.
  
  Please allow up to 7-10 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.
  
  
  Please let us know if you have any questions or concerns by responding to the refund/downgrade (cancellation) email.

  Customer response

  10/26/2021

  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

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with company for a free trail, free membership and was illegally billed $39.99 which created an overdraft on my bank account

  

  Business response

  10/25/2021

  Hey *******

   

  We're so sorry to hear about this situation. Our records show that your membership was already downgraded/cancelled and the charge for $39.99 was already refunded. For the overdraft fee, we recommend speaking with your bank to see if they can reverse the charge since we do not collect that charge. You can let the know that the charge was refunded. 

   

  If you need further assistance, please email us at **********************************

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started use with Rocket Lawyers and entered my credit card for a $5 charge that said it was free for 7 days and then the $5 for additional days. I was then charged $39.99. I called and was told they knew nothing about a $5 charge and that I wasn’t charged that. I did not sign up for a monthly membership nor did their website indicate such. It clearly indicated there was a $5 charge. I don’t know why they didn’t charge that nor why they are acting like they don’t know what I’m speaking of. They are deliberately being misleading and using deceptive practices. I did their so called canceling of a monthly membership that I never asked for in hopes of their not charging me again but I did not authorize their charge of $39.99 which was not advertised.

  

  Business response

  10/25/2021

  Hello ******

   

  We're very sorry to hear about your matter. We do explain at the time of sign up that so long as the Trial is cancelled during the 7 days, there is no billing whatsoever. Otherwise, it converts in to the Premium Monthly Plan. 

   

  As a courtesy, we've issued a refund for $39.99. Please allow 7-10 business days for it to process. We don't see any other charges on the account besides that one. Your membership was already downgraded/cancelled, so you won't be billed further.

   

  Please let us know if you need further assistance by responding to the refund confirmation email.

  Customer response

  10/27/2021

  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

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife created an account in Oct 2020, looking for a way to create some rental documents. We never used anything we found on this site. Nor did she even remember creating the account. No emails from them. No statements. No invoices. Nothing to indicate we had an account. Recently I did an indepth review of our credit card statement, and found buried in it, a reoccurring charge from this company. Further research showed the have been billing us for the last 12 months. A phone call to them in 10/13/21, esulted in a promise to refund 3 months, and to escalate the case to higher ups for refund of the other 9 months. Today 10/13/21 my wife received an email indicating a 1 month refund.($39.99) This is no where near the $479.88 that has been taken from us without our consent.

  

  Business response

  10/15/2021

  Hello ******
  
  
  Our records indicate that as of 10/12/2021, the membership was downgraded (cancelled) and all of the charges on the account were fully refunded. The total refunded amount is $519.87. 
  
  Please allow up to 7-10 business days for the credits to post to your card by your financial institution.
  
  
  You may have received one email showing a $39.99 refund, but if more than one refund is provided then our billing system doesn't always send one out for each refunded charge and we do apologize for the confusion. You should have received another email showing the total refunded amount.
  
  
  Please let us know if you have any questions or concerns by responding to the email that was barely sent to the email address on file for the account. 

  Customer response

  10/19/2021

  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

  10/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a subscription on 9/30/21 for Rocket Lawyer ($39.99), and downgraded to the free trial for 7 days (exp 10/6/21, see supporting image). However, I was charged the full amount using my Apple Credit and debited from my bank account. Please credit me back the $39.99.

  

  Business response

  10/11/2021

  Hello ******

  We're so sorry to hear about this situation, but it looks like you signed up through the mobile app. Unfortunately, we do not have access to Apple or The Google Play Store's billing systems because they are separate from ours. We recommend ensuring your membership is cancelled by checking your phone's subscriptions. Since you mentioned Apple Pay, we're assuming you're using an Apple device. Here is a link on how to check/cancel subscriptions through your phone: ****************************************

  You will need to contact Apple/iTunes directly to request a refund, we wish we could do more, but our hands are tied due to the billing systems being completely different. 

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rocket Lawyer has been charging me $40/monthly for three years without my agreeing to such a plan. It was a recurring payment after I used the services. I made no such contract with them, they do not alert the customer (and said so) when the plan is going to renew. I called and they offered a 3 (out of 18 month) refund. I complained that I wanted a full refund for the months I didn't use their services (almost all of that number), and they came back offering a 6 month refund saying that was all they could do. I would like whatever help the BBB can offer to claim the additional charges. I would also like to see this company make their terms much more clear on their website as, at present, it is not at all clear that this happens. I also think fair business practices would alert customers when contracts (unknown or not) are automatically renewing.

  

  Business response

  10/11/2021

  Hey ******

   

  We greatly apologize for this situation at hand, but I did want to give you an explanation as to why you were charged. Our records indicate that, on 5/11/2018, card information was entered to start a 7-Day Free Trial for on Premium Monthly Plan. The account was started under the email address, ************************* Before credit card information was entered, and the "Get Document" button was clicked, the terms for starting the trial were listed both above and beside the sign up box. For your reference, I have included this text here:
  
  “After the trial, your paid monthly membership will automatically begin and your service will continue uninterrupted unless you decide to cancel.
  
  Cancel any time
  
  Rocket Lawyer makes it simple to cancel your trial before you are billed either online or by calling us at ***** ******** M-F 6am-6pm PT. No service fees will be charged if you cancel within the trial period.”
  
  The Terms that were agreed to at the time of sign up legally authorized us to bill your credit card monthly until the account was downgraded (closed).  You were notified monthly on your billing statement of Rocket Lawyer charges but we do not show any request to downgrade either by website, chat, email or phone call prior to 10/9/2021.
  
  Unfortunately pursuant to our terms and conditions this account is not eligible for a refund.  As a courtesy to you we have issued an additional, bringing the total refunded amount to ******** ******* * ** months) which will post to your account within 10 business days depending on the processing time of your financial institution. Please be aware the refunds will be coming back in ****** increments.  The account is not eligible for any additional refunds in the future, but as of now this account is fully refunded for all charges.
  
  Since your Rocket Lawyer membership has been downgraded (cancelled) you will not be billed again. Let us know if you need further assistance by responding to the refund email.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged ****** for the past 6 months (since April 2021 until September 2021) completely unbeknownst to me! I have NEVER agreed to pay this company one single penny, and, I have no idea who or what this company is! This should be illegal! I need help recouping the fraudulent charges!

  

  Business response

  09/27/2021

  Hello *******
  
  
  So sorry to hear about your matter! Our records indicate that a 7-Day Free Trial was started on this account on 4/15/2021. Since it wasn't downgraded (cancelled) during the Trial period as explained during sign up, it converted into the Premium Monthly Plan. 
  
  
  As a courtesy, please be advised that we have processed a refund in the amount of ******* to the credit/debit card you used on Rocket Lawyer.
  
  Please allow up to 7-10 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.  If you wish to join a Legal Plan you are welcome to do so at any time you may do so by visiting our sign up page.
  
  
  Please let us know if you have any questions or concerns by responding to the downgrade/refund confirmation email that has been sent.

*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. ↩