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:04/02/2025

  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.

  2/13 Signed up for trial to ask a question. Paid 5$ fee to ask question 2/17 question answered Canceled trial.2/20 Card charged 59.97 3/20 Card charged 59.97 4/2 asked employee what happened. They don't know and canceled it and told me I was stuck the 120$

  

  Business Response

  Date: 04/04/2025

  Hi ****,

  We're sorry to hear about your billing matter, but I wanted to give you an explanation as to why you were billed the two $59.97 charges. At the time of sign up when credit/debit card information is required to begin, it's explained that as long as the membership is canceled during the Trial period, there will not be further billing beyond the $5 for the Premium Trial. Otherwise, it will convert into an annual plan that will bill in 4 installments.
  
  As a courtesy, a refund has been issued, please allow 7-10 business days for the refunds to process by your financial institution. Since your membership has been canceled, you will not be billed any further.
  
  If you have any questions or need further assistance, please respond to the refund confirmation email.

• Initial Complaint

  Date:04/01/2025

  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 started a trial with Rocket Lawyer few months ago to draft an agreement, but did not end up using any services as it did not meet my needs. I did not realize that this started a subscription until I saw 4 charges of $59.99 on my card for annual subscription. I contacted them and requested a refund as I had not used any services, however, they refused to issue the refund. When I asked the customer service agent to check with their manager, then they left me waiting and never returned. This seems to be unfair practice from the business. If the customer has not used services then they should not be charged.

  

  Business Response

  Date: 04/02/2025

  Hi *******,

  We are sorry to hear about the confusion regarding our Free Trial Terms. It's explained at the time of sign up when credit/debit card information is required, that as long as the membership is canceled during the Free Trial, there's no billing whatsoever. Otherwise, it will convert into an annual plan that bills in 4 installments.
  
  As a courtesy, a full refund has been issued. Please allow 7-10 business days for the refunds to process by your financial institution.
  
  If you have any questions or need further assistance, please respond to the refund confirmation email that you've received.

• Initial Complaint

  Date:03/31/2025

  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.

  Hello, I signed up for a free membership with this company. They have been charging me and I have not used any service.

  

  Business Response

  Date: 04/01/2025

  Hello ******,

  We are sorry to hear about your matter. Your membership was already canceled and a refund was provided, but as a courtesy a full refund has been issued for the remaining charges. If you have any questions or concerns at this time, please respond to the refund confirmation email.

  Customer Answer

  Date: 04/01/2025

  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. I will check my account for refunds. Thank you kindly.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/27/2025

  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 notified Rocket Lawyer last July and provided great detail about their attorney referral as this Texas attorney handed my case over to a California-licensed attorney, sent a botched final demand letter, and abandoned me which ruined my case.I have finally lodged formal complaints with both the ******************** and Texad, also. California began investigating immediately as the firm acted Illegally. I informed ***** at Rocket Lawyer today, and she showed an appalling lack of concern that Rocket Lawyer continues to refer a lawyer to their clients who is being investigated for providing ILLEGAL services.

  

  Business Response

  Date: 03/28/2025

  Hello ****,

  We are sincerely sorry to hear about your experience with us. It looks like your membership was canceled and refunds were processed prior, but if you're still needing any assistance at this time, please respond to this BBB case or you're welcome to email us at *****************************************************************.

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23125654
  
  I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:03/16/2025

  Type:Order 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.

  In December of 2024 I made a purchase agreement with Rocket Lawyer. I paid for Rocket Legal+ Membership $59.97, billed four times, which is 239 annual for a membership. The membership comes with discounted fees for other services like filing, annual reports, etc. Since my annual membership started Dec. 2024 or January 2025, it should expire in December 2025. I logged in to my account to look into switching more LLCs over to Rocket Lawyer. But discovered deceptive auto billing practices. I also sent email responses/questions to their questions about my filing reports, months ago, but they never responded. Not only did they set membership to expire March 2025 when I paid for it to expire in December 2025, but they set it to auto bill me some type of new membership, undisclosed amount, without my permission. When I clicked "manage" it said "If you downgrade to a free membership now, your Rocket Legal+ Membership benefits will end December 2025. The 1 remaining installments will still be charged." It is a lie to use the words "downgrade to a FREE membership," when I already paid for it. They just did not want to give what I paid for. Since the annual membership I paid for is actually a downgraded free membership, I want all 239 back, no further charges, ever. NO renewal on ANYTHING!

  

  Business Response

  Date: 03/18/2025

  Hello there,

  One of our representatives has reached out to your via telephone and email with a resolution for this billing matter. Please respond to their email or feel free to call them back with any further questions or concerns at this time. Thank-you.

• Initial Complaint

  Date:03/15/2025

  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 have tried to cancel my subscription for 5 months now and have been told this was competed. But have been charged ***** per month since. I used one form from this site for my divorce. I want a refund and the subscription truly cancelled $

  

  Business Response

  Date: 03/17/2025

  Hello ***********,

  As a courtesy, a refund has been provided to you. Please allow 7-10 business days for the refunds to process by your financial institution. 
  
  Since your membership has been downgraded, you will not be billed any further.
  
  If you have any questions or need further assistance, please respond to the refund confirmation email that you've received.

• Initial Complaint

  Date:03/15/2025

  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.

  Nowhere during the Rocket Lawyer signup process, or deceptively buried, was it disclosed that this was a trial leading to an automatic renewal of the annual billing agreement. This is an egregious bait-and-switch tactic, as it lures consumers in with the promise of a free service, only to trap them into an unwanted annual contract.

  

  Business Response

  Date: 03/17/2025

  Hello ****,

  We're sorry to hear about the confusion regarding our Trial Terms. It's explained at the time of sign up when credit/debit card information is required that as long as the membership is downgraded during the Trial Period, there will be no further billing besides the Premium Trial charge for $5. Otherwise, it converts into an annual plan that will be charged in 4 installments. 

  As a courtesy, a refund has been processed and your membership was already downgraded, so you will not be billed any further. Please respond to the refund confirmation with any questions or concerns at this time.

• Initial Complaint

  Date:03/13/2025

  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 was charged two months in a row for a subscription service that I did not sign up for by a company called Rocket Lawyer.

  

  Business Response

  Date: 03/14/2025

  Hello *****,

  We are sad to hear about this billing issue! We received notification from your financial institution that one of the transactions were disputed on your Rocket Lawyer account and unfortunately, the dispute process prevents us from issuing any refunds on disputed charges as those are being handled by their financial institution.

  We were able to provide a refund for the other charge that wasn't disputed, please allow 7-10 business days for that to appear in your account. Your ********************** Legal Plan was downgraded already, so you will not be billed any further. If you have any questions or concerns at this time, please respond here or to the refund confirmation that you've received.

• Initial Complaint

  Date:03/07/2025

  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.

  On March 5th, 2025, I submitted a question to an attorney on the online portal. I received a reply back from that attorney stating that they can not review non rocket lawyer documents. I explained that in the past, an attorney would give their email and I would send over the non rocket lawyer document (under 10 pages long). I called Rocket Lawyer directly and told them about my interaction with this lawyer and they stated that I was correct and that they would escalate this attorney to the appropriate department. They told me to resubmit my question on the online portal and another attorney will reply. On March 6th, 2025, I resubmitted my question and received a response on March 7th, 2025. This attorney stated: "My name is ***** ****** and I am with the law firm ***** ******. If I can be of service my email is XXXXXXX and my direct line is XXXXXX. I would be happy to review it and find a time to discuss any questions you may have. Please email me the document you want me to review and I will do so in advance. We charge to review documents, the cost for this service is $250 reduced from $350 for non-Rocket Lawyer patrons. If this is agreeable to you please email me the document and go to this link ************************************************* and submit payment, and complete the memo by putting in your name and mine."I immediately called Rocket Lawyer... I explained what happened today and a couple of days prior. Her response.... "Ill escalate this attorney to the **************************." I was very upset because this is the second time this had happen. She did refund my $39.99. Which was nice.. but I then asked.. Is there anything else that can be done? "This is the second time this has happened.. Can you connect me with a legit attorney that's going to review this document?" She assured me that she couldn't do that and directed me to resubmit AGAIN. I'm cancelling this membership and will not be back. I'll go to Legal Shield!

  

  Business Response

  Date: 03/10/2025

  Hello Kamri,

  We're very sorry to hear about your recent experience with our ****************** One of our representatives has reached out to you regarding your matter to better assist you at this time. Please respond to them at your earliest convenience.

• Initial Complaint

  Date:03/05/2025

  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.

  On 12/19/24 I entered a 7-day free trial of Rocket Lawyer. My trial ended on 12/26/24. My reminder to cancel popped up, but Rocket Lawyer had already charged me $59.97. I decided to cancel immediately to avoid any further charges, but the site says that I may "downgrade" but I'll still be charged for 3 more installments. I'd like a full cancelation with no more payments and a refund of the $179.91 ($59.97X3) already charged on my account. I received no emails or notifications that payment was going to be processed for the additional payments that were taken. Rocket Lawyer is engaging in unfair and bad business practices by misleading consumers and not informing consumers when submitting payments.

  

  Business Response

  Date: 03/14/2025

  Hello Eshu,

  We're sorry to hear about your billing matter. Our records indicate that your membership has been downgraded to stop further billing and you were provided with a full refund. If you have any other questions or concerns at this time, please let us know by responding here or to the email that you've received from us.