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
01/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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.
Initial Complaint
01/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been getting charged $39.99 a month since 09/11/2022 (18 months). I used the free trial and canceled immediately after signing up, have never authorized any payment to be made to this company, have never gotten a billing email, statement, or any type of invoice that I was being charged.Business response
01/12/2024
Hello ********,
We're sincerely sorry to hear about your billing matter with us, but we do explain at the time of the Free Trial sign up when credit/debit card information is required to continue, that as long as the membership is canceled within the Trial period, there is no billing whatsoever, otherwise it will convert into a Rocket Legal Plan. Memberships can be canceled at anytime through your membership details online or by chat, email, or by phone (which is all listed on our "Contact Us" page). As a courtesy, refunds have been processed, but if you have further questions or concerns at this time, please respond the confirmation email.
Initial Complaint
01/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Rocket Lawyer has been charging us $39.99 for MONTHS with no notification! I canceled our initial free trial right away when I first used their site. This should never have happened. Super shady company!Business response
01/02/2024
Hello *****,
We're sorry for any confusion regarding your Trial, but we do explain at the time of sign up when credit card information is required that as long as the membership is downgraded during the Trial period, there is no billing whatsoever. Otherwise, it does convert into a Rocket Legal Plan.
Our records indicate that as of 1/2/2024, your Rocket Lawyer membership was downgraded to stop further billing, along with a refund that was processed. Please allow **** business days for the refunds to process. If you have further questions or concerns at this time, please respond to the refund confirmation or email customeroutreach@rocketlawyer and you can also call us at ************ (M-F, 6am-6pm PT).
Customer response
01/03/2024
Complaint: 21082498
I am rejecting this response because:I see that a total of $159.96 has been refunded to our account. There is still a total of $39.99 that is not accounted for. If that is on its way, please disregard this, but if that has not been taken care of yet, I ask that you do so. I would have only created an account utilizing your free trial which would not have required payment (and again, I never signed up for $39.99 a month).
Sincerely,
***************************Business response
01/04/2024
We have already issued the additional refund of $39.99, bringing the total refunded amount to $199.95. There are no other charges to refund on the account and an updated refund confirmation email was already sent out to her. There will not be any further billing since the membership was already downgraded (canceled). Please let us know if there are further questions or concerns by responding to the refund confirmation email.Customer response
01/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
12/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I filed a trademark with Rocketlawyer. After a lot of unexpected expenses and time the trademark was filed and all is well. I go to file a brand with AMAZON which was the reason for filing my trademark, and they tell me I am not the contact on my trademark. Rocket laywyer is. After chasing down everyone i could to get my registry confirmation code from Amazon, I was forwarded it by ****** the Legal Operations Manager. I promptly replied asking how to remove Rocket Lawyer from MY trademark. No response. 4 emails later and a messages I still have no answer from them! Its been a MONTH! I want nothing more to do with Rocket Lawyer, the whole process and her terrible communication has left a bad taste in my mouth and I just want to be my own contact. I would think after paying over $2500 for this trademark I would be *********** that?Business response
12/28/2023
**************,
We're sincerely sorry to hear about your experience! Please be aware that you can remove the attorney of record yourself with the *****, but one of our representatives will be reaching out via email to follow up with you. If you need further assistance, please respond to the email you will receive or feel free to reach out to us at *****************************************.
Customer response
12/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. They have finally contacted me with your help.
Sincerely,
***************************Initial Complaint
12/05/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I was billed for a subscription that I did not sign up for. I paid **** for a one week trial subscription. I canceled that subscription. Rocket Lawyer offered me a reduced price (*****) subscription which I did not sign up for. I was subsequently billed for two months premium subscription. These are totally fraudulent charges. Rocket Lawyer needs to be reported to the authorities and removed from the internet.Business response
12/05/2023
Hello *****,
We're sorry for the confusion regarding our Trial Terms, but we do explain at the time of sign up when credit card information is needed that as long as the membership is downgraded within the Trial period, there will be no further billing beyond the Premium Trial price for $5. Otherwise, it will convert into a Monthly Plan.
Our records indicate that a dispute was filed, which resulted in one refund for $39.99, but as a courtesy, please be advised that we have processed an additional refund for the other remaining charge in the amount of $39.99 to the credit/debit card you used on Rocket Lawyer (bringing the total refunded amount to $79.98).
Please allow up to **** business days for the credit(s) to post to your card by your financial institution.
Since your membership was already downgraded, you will not be billed again. Please respond to the refund confirmation email with any questions or concerns at this time.Customer response
12/06/2023
Complaint: 20963301
I am rejecting this response because:
They do not explain why I was billed for the premium subscription even though I cancelled during the trial period. Rocket Lawyer is defrauding many people who do not check their billing and assume Rocket Lawyer is not billing them after the trial period cancellation.
Sincerely,
***********************Business response
12/06/2023
Hello again *****,
Our records indicate that the Premium Trial for $5 was started on 9/19/2023 and converted into the Monthly Plan on 9/26/2023 since it wasn't downgraded during the Trial time, as explained at the time of sign-up.
The membership was downgraded on 11/01/2023 due to the dispute that was filed. We do not show any previous record of the membership being downgraded online through the membership details nor by contact via chat, email, or phone.
If you have your email confirmation showing you had downgraded during the Trial period, please include a screenshot of it here for us to view.
Initial Complaint
11/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used Rocket Lawyer for 2 trademarks last December. BOTH got kicked back by the ***************** When I called Rocket Lawyer about the problem, I was told the original attorney wasn't that experienced and that they'd get in touch with another attorney to fix the problem. I never heard back from them for weeks. When I reached back out to them again, the paralegal said that attorney was out of the office for a week and they'd speak to him about fixing the trademarks. I never heard back. When I called to find out what was going on, and left voicemails, they never bothered to get back to me. They just blew me off. Zero accountability. Money down the drain. And now I have to pay for a local attorney to clean up Rocket Lawyer's mess.Business response
11/29/2023
Hello ****,
We're sincerely sorry to hear about your Trademarking experience with us. It looks like one of our representatives was in touch with you as of last month, they will be reaching out to you again to follow up on any unresolved matters at this time. Please be on the look out for a call and/or email from them and let us know if you need further assistance by responding here or by emailing *****************************************.
Initial Complaint
11/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The initial contact with Rocket Lawyer was 9/21/23. I went on their website to download a legal form that I needed. They said that I would not be charged for this form if I cancelled their service within 7 days, which I did. I emailed them on 9/28/23 to cancel their service. It took several times requesting that I wanted to cancel their service. I finally received an email from them saying that they cancelled their service to me. I then was charged on my credit card $14.95. I requested a refund for this amount to be credited to my credit card, which they never have done this. I sent several emails requesting a refund which I have never received. Since I was charged the first amount, I have been charged $14.95 twice more and $7.00 once. I would like a refund of the amounts that have been charged as of this date which is $51.95 and stop charging me. Each time they have charged my credit card, it has been under a different name and phone number and all indicate **********. They have used these names - Webresour on 9/20/23 for the amount of $14.95, Top Member Resource on 10/20/23 for the amount of $14.95, Websources.Pro Woodland Hill, ** which there business address by your listing of this company is *************, ** on 11/12/23 for the amount of $7.00 and Bargain Webtools ** on 11/20/23 for the amount of $14.95. As I stated earlier, I request a refund of all amounts to my credit card, which is $51.85 and stop charging me, which I think most likely will continue. Thank you for your help.Business response
11/27/2023
Hello there *******,
We're sincerely sorry to hear about this on-going billing issue you're experiencing, but our records indicate that your membership was canceled during the Free Trial period on 09/27/2023. We do not show any billing on this account. A charge from Rocket Lawyer will state something along the lines of: "ROCKET LAWYER INCORPORATED ************* ************". These charges do not seem to be coming from our company and we recommend that you reach out to these companies individually to discuss it with them. Please feel free to respond here or by reaching out to us by email at ***************************************** or by phone at ************ (M-F, 6am-6pm PT).
Initial Complaint
11/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I could not get any answer from this company or com.unication. I just want my money back less than 24 hours from signing up. Communication is non existent and I cannot get any response whatsoever.Business response
11/27/2023
Hello ******,
We are very sorry to hear about your matter! As a courtesy, please be advised that we have processed a refund in the amount of $44.99 to the credit/debit card you used on Rocket Lawyer.
Please allow up to **** business days for the credit(s) to post to your card by your financial institution.
Your Rocket Lawyer membership was already downgraded, so you will not be billed again. Please keep in mind you can still log in to view/print/download any completed documents (if any) in your account. Please respond to the refund confirmation email with any questions or concerns.
Initial Complaint
11/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 10/28/2023 I completed a Freedom of Information Act Form on the Website ************************************. I have proof that I had received confirmation of the FREE TRIAL account in my email ************************ at 10:45 AM that day but was unable to use the described system of "downgrading" my account to delete it during the 7 day trial period which would end on the date 11/05/23. The Company also never returned calls from their phone number **************, (a message attempted to be left with no response or return calls since 10/29/2023 and continued through 11/04/2023). Attempts made via chat which never connected and a screenshot with a timestamp of no connection kept and forwarded to BBB, also emails sent to rocket lawyer email with a response that their email did not exist. As an investigator I inspected for extortion of funds for the elderly and this is extortion! I spoke to ******* of my Discover credit card along with attempting to make a dispute timely enough to meet within the FREE trial timeframe inclusive of 11/04/2023. They informed me they could not make a dispute yet as the claim was charged as a "Pre-Authorization". Please close this company down!Business response
11/06/2023
Hello *****,
We apologize for this situation at hand, but wanted to give you an explanation as to why you were billed. We do explain at the time of sign up when starting the 7-day Free Trial that it does require credit/debit card information to begin, but as long as it's canceled within the 7 days there is no billing whatsoever; otherwise, it will convert into the Premium Monthly Plan. We are closed weekends and major holidays, so this is most likely why you were unable to reach us on 10/29. As a courtesy, a refund for the $39.99 was processed, but please allow **** business days for it to return to your account. Your membership was downgraded, so you will not be billed any further. Please respond to the refund confirmation email with any questions or concerns.
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Contact Information
Customer Complaints Summary
179 total complaints in the last 3 years.
44 complaints closed in the last 12 months.