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
09/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company made unauthorized charges to my bank account. I submitted a request for a refund for the amount of ***** and as of yet have not heard anything. Due to these charges I end up getting an overdraft charge for $28. I expect a full refund
Business response
09/17/2021
Hi ******
We sincerely apologize for this matter. One of our representatives has attempted to reach out to you by phone and has been unable to reach you for the last two days, but it looks like you've been communicating via email. We would like to get this matter worked out with you, but we need the information that we requested in order to do so. We really hope to hear back from you soon so we can locate this billing to be able to refund you. Please respond to us at your earliest convenience. Thanks.
Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company continues to charge for me for service monthly. All charges have been disputed. They continue to charge my Apple Card. I gave disputed the apple charges as well and they can’t do anything to sto the charges nor are they willing to reverse the charges. The charges are up to ******Business response
09/08/2021
Hi *******
We are so sorry to hear about this matter. It looks like one of our representatives has reached out to you and was able to downgrade (cancel) the membership and refunded you for 5 months (total refunded amount: ********. Please feel free to contact the representative through the information they provided to you if you need further assistance. We appreciate your cooperation with this resolution!
Initial Complaint
08/31/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have several unathorized charges from this company. I have contacted this company on several occations and received no responce. I need to hear back from someone immediatley.Thanks,Mo ****** President/CEO ** MANAGEMENT LLCBusiness response
09/01/2021
Hello ****************,
We're sorry to hear about this matter, but the account under this email address was already refunded for both $39.99 charges back in March of 2021. The only charge that wasn't refunded was for $5. We've issued a refund for that charge as of today, 9/1/2021. Please let us know if there's anything else we can do to assist by responding to the refund email.
Customer response
09/03/2021
Complaint: 15819895
I am rejecting this response because: This information isnt accurate. I will further provide receipts and documents to backup this filing. I have received volumes of unathorixed charges from this company. I'm requesting a full refund.
Sincerely,
Mo ******Business response
09/10/2021
Hello Mo,
We've attached screenshots of the refunded charges on both of your accounts. You've been refunded in full on both, there is nothing else we can refund at this point. Both of the account's memberships were already downgraded (cancelled) as well. Please let us know what other information you need for this to be resold.
Initial Complaint
08/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
At least 5 months ago, I signed up for a trial run with this Rocket Lawyer company to create a billing document. I determined that I did not want to use the service long-term, so I canceled the subscription. I have been getting charged ****** monthly since then. Every time I try to log into the website to cancel again it won't recognize my log-in information. I have tried to change my password multiple times but the site never follows through with the "email" link that they are supposed to send when you attempt. I would like to be removed from their service indefinitely and I would also like a refund.Business response
08/20/2021
So sorry to hear about your matter!
As a courtesy, please be advised that we have processed a refund in the amount of $159.96 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 refund/downgrade confirmation email.Initial Complaint
08/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I did not authorize a monthly billing for their products/services. The monthly billing was debited from my checking account on 8/6/2021 in the amount of *****. Discontinue charging the monthly charge and close me out their systemBusiness response
08/19/2021
Hello *******
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.
Please let us know if you have any questions or concerns by responding to the refund confirmation email.
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Contact Information
Customer Complaints Summary
182 total complaints in the last 3 years.
47 complaints closed in the last 12 months.