ComplaintsforRocket Lawyer

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rocket Lawyer has been charging me $39.99 monthly since Nov 2014. No communication has been received by Rocket Law and when I attempted to cancel they were unable to locate an account associated with the billing in order to cancel. I was told they did locate an account and that it was downgraded to free which would result in charges being stopped. The charges have not stopped and historically the billing has survived the replacement/issuance of a new bank card. Their business practices meet all the criteria for the scam label. They obscure the free to paid service and when the cancel at anytime is exercised they are unable to determine how to cancel. Documentation may be provided to substantiate the claims as I have the original intake email from Nov 2014 which makes no reference to a trial period to paid acct timeline.

  

  Business response

  04/24/2024

  Hello *****,

  We are saddened to hear about your experience with us and apologize for any inconvenience this situation may have caused. It looks like this matter has been resolved, but please reach out to the representative that assisted you today if you have any further questions or concerns now/moving forward. We sincerely appreciate your cooperation with this matter and hope that you're satisfied with the outcome of the resolution. 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I don't even know this company they some how charged my card ***** and I have never used them

  

  Business response

  04/02/2024

  Hello ****,

  We would like to help you with this matter, but the email address that was provided via the BBB isn't pulling up an account. We attempted to reach out to you via telephone to get this resolved, but the phone number that was left on the BBB states that the call cannot be reached and hangs up. Please respond to the email that one of our representatives has sent so we can get this taken care of with you. We look forward to hearing back from you.

  Customer response

  04/03/2024

  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

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You still give this company a high rating with the number of complaints they get? You are supporting this criminal enterprise. They rely on CC theft to fund their business. All of their actions are identical to CC theft organizations. Test it for $1, then get more if it works. Once again, Rocket Lawyer tried to get $1 out of my account. My card was turned off, so they didnt get a thing. They try this every few months. This is a sign of CC theft. I contacted them a year ago and told them to quit trying to charge me and they responded and assured me they would. But, criminals never stop. There needs to be a Class Action Lawsuit against this company. I am sure for many folks, these $$ add up.If your organization continues to do NOTHING about it, you should be dissolved as well. you are just Front Men that handle loud complaints so that these criminal organizations can continue to operate.Handle it 1 at a time so they dont get together.

  

  Business response

  04/02/2024

  Hello ******,

  We would like to assist you with this situation, but we do not know how to reach you since the email address that was provided via the BBB wasn't attached to an account and when we tried to email this same email address, we received a bounce back email stating that this email address was not found. The phone number that has been left via the BBB is not a real number (we attempted to call it and it connected us to the BBB). We would like to assist you, but are unsure how to make contact with you directly in order to get this resolved. Please provide us with contact information so we can reach out and also locate this account. 

• Initial Complaint

  03/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Subject: Complaint Regarding Unauthorized Charges by Rocket Lawyer I am writing to file a formal complaint against Rocket Lawyer for continuous unauthorized charges on my credit card. Despite my credit card's expiration in December 2019, Rocket Lawyer has continued to charge a subscription fee of $39.99 monthly without my consent or any recent communication.Details of the Complaint:Merchant Name: Rocket Lawyer Initial Subscription Date: November 19, 2018 Email associated with account: ******************** Last Four Digits of Card Charged: 5250 Frequency of Charges: Monthly ($39.99)Credit Card Expiry Date: December 2019 Period of Unauthorized Charges: December 2019 to March ********************************************** December 2019, Rocket Lawyer has continued to process charges amounting to $39.99 monthly up to and including March 2024. It is worth noting that since the purchase confirmation dated November 19, 2018, there has been no communication from Rocket Lawyerno service updates, no renewal consents, nor any notifications regarding the ongoing charges.This lack of transparency and unauthorized billing practice has led me to seek a resolution through the Better Business Bureau after attempts to resolve this matter directly with Rocket Lawyer have not been successful. I have received no responses to my inquiries and am concerned about the integrity of Rocket Lawyers billing practices.Resolution Sought:I kindly request the BBB's assistance in obtaining a full refund of all unauthorized charges made since December 2019. Furthermore, I wish for Rocket Lawyer to cease all future charges and to provide a confirmation of the subscription's cancellation.I believe this situation not only affects me but could potentially affect other consumers.I trust that the BBB will consider my complaint with the seriousness it warrants and assist me in resolving this issue promptly.

  

  Business response

  03/25/2024

  Hello *******,

  We're sad to hear about this experience and would like to assist you to the best of our ability. One of our representatives has reached out via email to schedule a time to call you to get this resolved over the phone. Please respond at your earliest convenience. Thank you!

  Customer response

  03/26/2024

   
  Complaint: 21478372
  
  I am rejecting this response because:
  
  

  Dear *****,

  Thank you for your prompt response and for offering a phone conversation to address the billing concerns. However, I strongly prefer to conduct all communications regarding this matter in writing.This preference is not only for maintaining clarity and precision in our discussions but also for ensuring a comprehensive documented record of our interactions.
  

  As I have initiated a complaint process through the Better Business Bureau (BBB), it is my intention to use this platform to accurately inform the public about the nature of this billing issue, our interactions, and the steps taken towards resolution. The aim is to ensure transparency through the World Wide Web and the BBB complaint process,thereby providing a public record that can be reviewed by all interested parties. This approach is also meant to help both of us understand and resolve the current issue in a manner that prevents similar mistakes in the future.
  

  Therefore, I kindly ask that we continue to address this matter via email. Should you require any additional information or clarification to assist in resolving this issue effectively, please feel free to ask. I am committed to working towards a fair resolution and believe that maintaining a written record of our communication will best serve this purpose.
  

  Thank you for your understanding and cooperation in this matter. I look forward to your written response and hope that together we can resolve this issue swiftly and transparently.
  

  Warm regards,
  

  MO
  
  

  Details of the Complaint:
  

  Merchant: Rocket Lawyer 
  Initial Purchase Date: November 19, 2018 
  Email Associated with Account:
  Last Known Charge: March 2024 
  
  Issue:
  1. Rocket Lawyer has been continuously charging a monthly subscription fee of $39.99 to my **** card, which expired in December 2019. $2079.48 (52months) was charged on expired credit card.
  2. Since the purchase confirmation date on November 19, 2018, I have not received any communication from Rocket Lawyer regarding the subscription renewal, updates to the service, or notification of the charges. 
  3. The lack of communication and transparency has led to years of unauthorized and unnoticed charges, accumulating significant expenses without my knowledge or approval. 
  
  
  Desired Resolution:
  
  I request the following actions from Rocket Lawyer:
  
  1. A full refund of all charges made to my account since the card's expiration in December 2019, totaling $2079.48 over the period until March 2024.  A partial refunds are absolutely not accepted.
  

  2. An explanation from Rocket Lawyer as to why no communication was sent to me regarding the ongoing subscription and charges, especially after the expiration of the payment method on file. 
  

  3. In addition to the full refund of the unauthorized charges totaling $2,079.48, I also request the payment of interest on this amount for the period from December 2019 to March 2024. This request is based on the understanding that these funds were unjustly retained and possibly utilized by Rocket Lawyer Incorporated, denying me access to my own resources. I believe that compensating with interest is a fair and just measure to fully rectify the financial inconvenience and loss caused by this oversight and funds were incorrectly held.
  
  I had trusted Rocket Lawyer with my legal document needs and expected a high standard of transparency and customer service. The lack of communication and unauthorized charges have significantly undermined this trust.
  
  I am willing to provide further documentation or details as needed. I hope for a swift response to rectify this issue and ensure such an oversight does not occur to other customers.

   

   

  

  Business response

  03/26/2024

  Hello *******,

  We appreciate your response and just wanted to let you know that we've been able to process a full refund for all charges on both of your accounts, bringing the total refunded amount to: $2,853.29. We have sent you a refund confirmation email with this total provided, but please let us know if there is anything else that we can do to better assist you.

  Customer response

  03/27/2024

   
  Complaint: 21478372
  
  I am rejecting this response because:
  
  

  Dear *****,

  I write to acknowledge the recent communication regarding the refund of $2,853.29, which covers the charges made to my accounts. While I appreciate Rocket Lawyer's swift action to address this part of my complaint, a critical issue remains unaddressed an issue that strikes at the heart of ethical business practices and customer trust.
  

  For a period of 52 months, Rocket Lawyer continued to charge my expired credit card without sending any form of communication regarding subscription renewals, service updates, or charge notifications. This total silence, coupled with the continued financial transactions, has deeply concerned me. It raises significant questions about the transparency and integrity of Rocket Lawyer's billing practices.
  

  The absence of any notification or communication while my account was being charged has resulted in years of unauthorized and unnoticed charges, leading to significant expenses incurred without my knowledge or approval. This practice,where charges to an expired credit card were allowed to continue in complete silence, can easily be perceived as deceptive.
  
  In light of this, I seek comprehensive answers to the following:
  Question #1: Does Rocket Lawyer acknowledge the potential for these actions to be viewed as deceptive business practices?
  Question #2: What specific measures are being implemented to ensure such an oversight does not recur, both for my account and any other customers around the world.
  Question #3: How does Rocket Lawyer plan to improve its communication and billing practices to prevent future customers from facing similar issues?
  
  An explicit recognition of the problem and a clear outline of the steps being taken to prevent its recurrence are necessary. These actions will demonstrate Rocket Lawyer's commitment to rectifying not just the symptom of the problem the unauthorized charges but its root cause: a lack of essential communication and transparency.
  

  I look forward to your detailed response,which I hope will provide reassurance not only to me but to all current and prospective Rocket Lawyer customers that measures are in place to uphold the highest standards of customer service and ethical business practices.
  

  Best regards,
  

  MO

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called before a filling was done, so it was done right. The executive ************************* told me he was going to fix the issue, but he never did. I was charged for the service, that was done wrong and now they are requiring me to pay to fix the issue I called them in order to avoid it. Now my business due to this delay is losing money, and they are trying to force me into paying by delaying tactics. I spoke to his manager, and he told me he would get back to me after reviewing calls, but he never did. Now 2 state fillings were done wrong, forced me to pay for it, and there is no care about fixing anything.

  

  Business response

  02/27/2024

  Hello *******,

  We're sad to hear about your filings experience, but it looks as though this has been resolved since the case was left. If there are any other questions or concerns at this time, please email ***************************************** or respond to this case and we will assist with any further matters. We appreciate your cooperation regarding this situation, thank you!

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did a free trial with this business and it stated I had 7days to cancel if I didn't like it. after 2 days I have tried to contact them to cancel and you cant get in touch with anyone whether through email or calling you cant get in touch with anyone.

  

  Business response

  02/20/2024

  Hello ******,

  It looks like an inbound call was made as of today, 2/20/2024 and our records indicate that your membership was downgraded as of 2/18/2024. Since it was done during the Trial time, there was no billing whatsoever. Please give us a call at ************ (M-F, am-6pm PT) or respond to the downgrade confirmation email that was just sent. Thank you!

• Initial Complaint

  02/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to cancel a subscription from Rocket lawyer since the trial period ended. There no place on their site to cancel. And have been charging me ever since

  

  Business response

  02/05/2024

  Hello ******,

  We would like to assist you with this matter, but are unable to locate the account using the provided email address. One of our representatives has tried to reach out via phone and email, please either call or email them back at your earliest convenience so we can get this resolved with you. We look forward to hearing from you.

  Customer response

  02/05/2024

   
  Complaint: 21244856
  
  I am rejecting this response because:

  I have a charge from the company. I only used one email address. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/06/2024

  Hello there,

  We were able to locate the account using some further information that was provided by the consumer (***) and processed a full refund, along with downgrading the membership to ensure no further charges would occur. We have communicated with *** and he is satisfied with the outcome of the resolution. We are more than happy to help further if necessary, just let us know. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been getting charged from rocket lawyer for well over a year. Who are these guys and why do they keep stealing money from my debit card?

  

  Business response

  01/30/2024

  Hello ******,

  We're sincerely sorry to hear about your billing matter and would like to assure you that we are doing everything that we can to get this resolved. Please keep in touch with the representative who has reached out to you regarding your situation and provide the necessary document they requested to turn over to our billing department.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The name of the business is Rocket Lawyer. I contacted the business online through their web site. I needed two documents for my wife who has Alzheimer's. One was the ***** of ******** for Health and the other was for Finance. This web site indicated that they would help for a one time fee of $5.00. If you wanted to signup for a year, the fee would be $39.99. charged per month. I only needed it once. Unfortunately, according to them, after a phone call, signing up for the lesser fee some how meant signing up for a year. I was charged the one time fee plus an on going monthly fee. After a phone call to stop the ongoing fee, they said they would not refund the $39.99 even though I only wanted their services once.I would like to supply supporting documents but I have no receipt other than the charge on my computer bank account read out.

  Customer response

  01/13/2024

  THIS COMPLAINT WAS ABOUT ROCKET LAWYER NOT WASHINGTON STATE FERRIES. PLEASE CHECK THE FORM AGAIN AND SEND IT TO THE CORRECT COMPANY.

  

  Business response

  01/19/2024

  Hello ******,

  We're so sorry to hear about this billing confusion, but we do explain during sign up that as long as the Trial is downgraded during the 7 day period, there will be no further billing, otherwise it will convert into a Rocket Legal Monthly Plan. We show your Trial did convert and billed $39.99. As a courtesy, a refund has been processed for this charge and the membership has been downgraded to stop further billing. Please let us know if you need further assistance by responding to the refund confirmation email.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up to create a death deed on Rocket Lawyers website. I finished the deed and saved it but it will not let me print it. I have contacted by email Rocket Lawyers with no response. I signed up for the initial **** fee but if I cannot even get this to print I do not want this service and I sure do not want to pay the ***** for not being able to get my documents. I have emailed three times and no response. I went to web site and there is no where to cancel - I would appreciate it if someone would contact me so I can print documents and also not to charge me for something I have no control over. This is not how businesses are supposed to work.

  

  Business response

  01/18/2024

  Hello ****,

  We're sorry to hear about your printing issues, but we don't show any record of contact via email, chat, or by phone. We've ensured that your Premium Trial membership has been downgraded (canceled), so you will not be billed for anything further past the initial $5. A downgrade confirmation email was sent to you, along with a separate email with instructions on how to print (you can always print completed documents, even without a paid membership). Please note that the account was under a different email address, so they were sent to that email address that we have on file. Feel free to respond here or through the emails with further questions or concerns. 

*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. ↩