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:10/03/2022

  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 was asked to use Rocket Lawyer in order to process a lease transaction upon my landlord's request. I had to put in my credit card to use the platform and without ANY notification they continued to charge me monthly for 45 months. No emails, no alerts whatsoever, and because it was just under my bank alert limit I didn't notice until now. I don't even have an Login or password with them and yet they continued to charge me monthly. When I finally noticed the odd charge I filed a chargeback - then when I realized the extent of how long this had been going on, I called Rocket Lawyer up to get a refund for the other 44 months of charges and they said they could not do anything since I had filed a chargeback on the most recent month. This is clearly predatory business behavior.

  

  Business Response

  Date: 10/03/2022

  Hello *****,

   

  We're sorry for any confusion regarding our Free Trial, but we do explain at the time of sign up that so long as the membership is cancelled within the 7 days, then there is no billing whatsoever. Otherwise, it does convert into the Premium Monthly Plan. 

  Since a dispute has been filed, you will need to speak with your financial institution regarding any details about it at this point. Once a dispute is filed, it leaves us with our hands tied and only able to work with your financial institution directly. 

• Initial Complaint

  Date:09/20/2022

  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 placed an order on 8/27/2022 with RocketLawyer.com to incorporate a business in the ********. I paid $285.99 to have this done. I was concerned when a few days later on 9/5/22 when I received another charge of $39.99. So far, I have received absolutely NOTHING. I checked with the ***************** and they indicate they **** NOT received any request to incorporate anything in my name in the *****************. In fact that name I seek to use is still unregistered. I have called the customer service line several times and been told that someone would get back to me. No one ever does. Today, I called, was placed on hold and then they simply hung up on me. I have not been provided with an EIN. And EIN takes just ***** hours to secure, yet when I have called I get no clear answers about what is occurring. I chose this organization due to an advertisement on the web, but their lack of responsiveness is creating the impression that this is all a big scam.

  

  Business Response

  Date: 09/21/2022

  Hey ****,

   

  We're sorry to hear about this matter. It looks like the $39.99 charge was for the membership from when you initially started the incorporation process. The membership was downgraded/cancelled and the charge was refunded (please allow **** business days for it to process). We also show you've been in contact with several representatives in our ************************ as of the last few days, please reach out to them with any further questions or concerns at this time.

• Initial Complaint

  Date:09/03/2022

  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 used their free services in march and was billed ***** every month since. No emails, no invoices, no calls, and no consent.

  

  Business Response

  Date: 09/06/2022

  Hey ****,

   

  We're sorry for this matter, but we do explain our Trial Terms at the time of sign up; our Free Trial requires credit/debit card information to begin, but so long as it's cancelled within the Trial period there's no billing whatsoever. A full refund has been processed and the membership has been downgraded, please respond to the refund confirmation email with any questions or concerns at this time. Thanks!

• Initial Complaint

  Date:08/18/2022

  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.

  Rocket Lawyer was not open about their charges when signing up. The email I received from Rocket Lawyer after signing up asked me to "Become a premium Rocket Lawyer member" and described how the trial works. It did not state anywhere that I had signed up for the premium trial, and it gave me the impression that I had not signed up for the trial and would not be charged. Yet, I was charged without consent. This feels like a scam, particularly because I was not even using their premium services. I was given a partial refund, but I do not feel that it was an appropriate refund, especially considering I used no premium services.

  

  Business Response

  Date: 08/19/2022

  Hey *******,

   

  We apologize for this matter. We see that you were refunded half the months of charges and the membership was downgraded/cancelled as of 7/20/2022, but a $1 monthly plan was started as of 8/15. We've refunded the remaining charges and downgraded/cancelled the membership. Let us know if you have further questions or concerns by responding to the refund email. Thank you.

• Initial Complaint

  Date:08/13/2022

  Type:Billing 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 used their free documents maker four months ago and they charged my card without any notifications. I don't know I was charged since there's no emails, reminders or calls whatsoever for these charges. I would only pay for the first month, but they keep charging me. Scam.

  

  Business Response

  Date: 08/16/2022

  Hello ******,

   

  One of our representatives is currently working with you to get this matter resolved. Please respond to the email thread with the representative or feel free to call them with their provided phone number. Thank you.

• Initial Complaint

  Date:07/30/2022

  Type:Product 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.

  Unwanted scam / spam email messages. Although there is an "unsubscribe" link in their scam messages, no one with an ounce of common sense would click on a link contained in a scam message that was sent by an unknown spammer / scammer and get who knows what kind of malware. Furthermore, how does one unsubscribe to something that was never subscribed to in the first place? No one with more than one brain cell would do business with a random spammer / scammer anyway.I want my contact info deleted from their system for all eternity. I want no future contact by this scammer ever again.

  

  Business Response

  Date: 08/01/2022

  Hello *****,

   

  We sincerely apologize for the confusion, but our records indicate that the account connected to the email address provided has been marked unsubscribed from emails. Please allow a total of ***** days for the change to take effect. 
  

  Customer Answer

  Date: 08/03/2022

  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. Although I am still quite puzzled as to why I must "unsubscribe" to something I never "subscribed" to in the first place. Sounds like spam to me. As long as they stop spamming me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/29/2022

  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.

  Hello,I signed a document with Rocket Lawyer on June 24th received on June 21st. This was via ********. Family Business LLC. Owner of this business was said to be Dezarie ********. In the past week I found that their website and phone number are down/ not connected. Upon further research I found that multiple people reported fraud by this company on YELP. When I contacted Rocket Lawyer they told me I would have to make a subscription and pay a fee for an attorney to receive my money back. Seeing as Rocket Lawyer is working with a fraudulent company I believe I should receive compensation. The charge was $475 I have a downloaded document as evidence

  

  Business Response

  Date: 08/01/2022

  Hello ******,

   

  We sincerely apologize for this situation, but unfortunately we cannot provide a refund to you since we did not collect the funds. You will need to follow up with the person/company that collected the funds, if they are uncooperative then we recommend following up with your financial institution and possibly look into your legal options. We wish you the best of luck regarding this matter.

• Initial Complaint

  Date:07/24/2022

  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.

  I use to have a count with rocket lawyer and i tried to cancel it. My card was still charged after. A couple weeks ago i received a new card from the bank and somehow they tried to charge that card this weekend.*************************

  

  Business Response

  Date: 07/25/2022

  Hi ******,

   

  We apologize for this situation! One of our representatives has attempted to reach out to you because the information provided isn't pulling up any recent accounts. Please respond via phone or email (that was provided) so we can assist you. 

  Customer Answer

  Date: 07/25/2022

  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

  Date:07/23/2022

  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 signed up for Rocket Lawyer to complete one document in 2020 and was somehow signed up for a service that I didn't intend to sign up for. I was charged again the following year and canceled and now AGAIN, this year I have been charged for a agent service that I have NEVER signed up for. I have a "Free" Membership to Rocket Lawyer and have called in to complain AND cancel SEVERAL times over the past few years, yet I STILL keep getting charged.

  

  Business Response

  Date: 07/25/2022

  Hello *****,

   

  We sincerely apologize for this matter, but it looks like this matter is already being dealt with via a dispute that was filed. We are working hand-in-hand with your financial institution to get this resolved. Please contact them with any questions or concerns regarding the billing at this time, but one of our representatives has reached out to you and you're more than welcome to ask them any other questions or concerns. 

• Initial Complaint

  Date:07/22/2022

  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 canceled my account the night the 7 day trial was supposed to end. I checked my email for a notification that a charge would be processing soon but had no such luck. I wrote in requesting a refund of the $50 charge and even though the agent could see the account is canceled and I no longer have access to the account, they want to keep the $50 I paid.

  

  Business Response

  Date: 07/25/2022

  Hey ********,

   

  We sincerely apologize for this situation, but it looks like your membership was downgraded (cancelled) and refunded on 7/22/2022. We've sent you a new refund/downgrade confirmation email, so please feel free to respond to it with any questions or concerns at this time.