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
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.
Initial Complaint
10/29/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Big Apple Jet hired Rocket Lawyer three years ago to apply for trademark. Three years later, after paying all monies due in timely fashion, Rocket Lawyer's lack of communication and follow up with Big Apple Jet resulted in Big Apple Jet's US Trademark application being abandoned, through no fault of Big Apple Jet. It is due to Rocket Lawyer not providing agreed legal services or even simply communicating with Big Apple Jet. I go weeks or months without Rocket Lawyer replying to my inquiries. This is my last attempt to resolve before seeking legal relief for legal malpractice and negligence. Thank you.Business response
10/30/2023
Hello *******,
We are sincerely sorry to hear about your trademarking matter, but it looks like you were able to get things worked out this morning over the phone. Please let us know if there is anything else that we can do to assist you at this time by emailing ***************************************** or by giving us a call back at ************ (M-F, 6am-6pm PT).
Initial Complaint
10/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Two items:1 - I want to reset the password on my account, but cannot get a response from RocketLawer on chat, phone, or e-mail during the hours RocketLawer claims to be available for support. The account re-set does not produce a response.2 - I wish to discontinue my RocketLawer subscription, but cannot get response by chat, phone, e-mail during the hours RocketLawer claims to be available for support.Business response
10/12/2023
Hello *******,
We're so sorry that you have been unable to make contact with us. Our records indicate that your membership was downgraded as of 10/11/2023. We attempted to reach out by phone, but the phone number provided was incomplete, so we were unable to. One of our representatives has reached out to you via email, so please feel free to respond to it.
Initial Complaint
09/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I needed a form for a payment agreement. I agreed to pay a dollar to use a form through Rocket Law and just discovered that I have been charged ***** monthly since 1/23/2023. Im sure I Agreed for this to be a subscription, but did so unknowingly, as I have no need for this type of service. I recall agreeing to the charge of a dollar but never realized that I was signing up for anything else. Pretty deceptive practices in my opinion. I have never sought to use their services and want every charge refunded to my account, for a total of $319.92, and for no more charges to occur.Business response
09/20/2023
Hello ****,
We're sorry for any confusion regarding our Free Trial. We explain at the time of sign up when credit card information is being requested that it is free for 7 days, but as long as it's downgraded during the Trial period there is no billing whatsoever, otherwise, it converts into the Premium Monthly Plan. As a courtesy, a full refund has been processed, but please allow **** business days for the refunds to return to your account. If you have further questions or concerns at this time, please respond to the refund confirmation email. Thank you!
Initial Complaint
09/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rocketlawyer charged me ****** for their membership + tax filing. The tax professional they matched me with was incompetent, and did our taxes incorrectly. When I pointed this out, they agreed to redo the work and asked for further documentation. We missed our filing deadline even though I provided the necessary information before the deadline. When I called RocketLaywer for support, they told me that they had partnered with the wrong firm and knew that they were providing subpar services. It then took several more months for their tax person to finish our taxes. 5 of us in our partnership now need to refile ammended taxes, costing us all thousands of dollars. I was told back in April that I would receive a refund of my membership fees. When I followed up on it this week, I was given a piddly $99 and was told there is nothing they can do about subpar services rendered. In terms of the membership itself, we attempted to ask legal questions and could never get through to anyone. Complete sham and scam. Would not recommend this company to anyone.Business response
09/20/2023
Hello ****,
We're sincerely sorry to hear about your experience with us. One of our representatives attempted to reach out today by phone, but were unable to make contact so a voicemail was left. We have ensured that you have received a full refund for all charges, but please allow **** business days for them to appear. A refund confirmation email has been sent to you for your records. Please feel free to respond back to that refund confirmation email or by calling the representative back, using the provided phone number in the voicemail.
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Contact Information
Customer Complaints Summary
176 total complaints in the last 3 years.
39 complaints closed in the last 12 months.