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:09/20/2024

  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 used the website sometime in December of 2022 to draw a lease agreement. To obtain the document I accepted a free trial for 7 days. The page did not state that if I did not cancel within 7 days my credit card will be charged ***** per month but did say that I have to cancel in 7 days for the free service. After receiving the document I proceeded to cancel within 7 days. However, I did not receive a verification. Nearly one year later I went to the website to draft another lease. The lease document was successfully generated not requiring any membership. One year later reviewing my credit card charges I noticed that all along Rocket Lawyers have been charging ***** per month from December of 2022 until July of 2024. For initial charge in 2022 there was no notice, no email, nothing before it was charged. Reviewing other complaints I see a pattern across different complaints. When I used the Rocket Lawyer initially in 2022 I recall cancelling within one week but doing so I do recall receiving an acknowledgement on the screen but did not receive any email verifying this cancellation. In retrospect I should have screenshot the message. It appears to me that Rocket Lawyer has a history of not actually closing or canceling accounts upon request. I admit using their services but clearly remember cancelling within 7 days receiving on screen acknowledgement you have successfully cancel your subscription but did not receive an email verifying this. Thereafter I was charged monthly on my credit card without any notice to me. This practice is deceptive and purposefully designed to take advantage on the users of this service. In no way at any time I agreed to pay for monthly premium of ***** for their services. Premium paid to Rocket Lawyers should be refunded because it was charged deceptively without lack of transparency and proper and clear disclosure.

  

  Business Response

  Date: 09/23/2024

  Hello ********,

  We're very sorry to hear about the confusion with our Trial Terms, but it is explained at the time of sign up that if the membership isn't downgraded during the Trial period, then it will convert into a paid Rocket Legal Plan. 

  Our records indicate that as in July of 2024, we had received a dispute filing from your financial institution for all of the charges on your account and they've all been refunded. If you have further questions or concerns, please respond here or to the email that was sent out today by one of our representatives. 

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service 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.

  It says your charge today: $0.00 but still charged $1 when I put my card in. Its not about the dollar- its the principle of the fact that you literally say you will charge $0 and you took money out of my account. Its a breach of trust and false advertising. Im absolutely fed up with large cooperations abusing bank account info and refusing to fix it- brushing it off on poor customer service weird things our billing system does. I mean to report any and all falsities I see, no matter what the dollar amount. I wont ever do business with you or any of your subsidiaries because of the fact that youre dishonest. If youll schmooze a dollar, what else will you take from under my nose? The vital legal documents I trusted your company to maintain? Wonderful.

  

  Business Response

  Date: 09/06/2024

  Hello ******,

  We're sincerely sorry for any confusion regarding this pending charge you're seeing for $1, but this is just a test billing to ensure the card is connected to a legitimate bank account (a protocol to avoid false credit card information from being used). This charge will not withdraw from your account and you will see the pending charge drop off of your billing statement within a few business days.  Please note that we have downgraded your Free Trial Plan. If you have any further questions or concerns regarding this, please respond here or feel free to email *****************************************.

• Initial Complaint

  Date:08/29/2024

  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 several times over the last many months. I've tried and tried and tried and my card keeps getting charged, I havent used this service once to my knowledge!

  

  Business Response

  Date: 08/29/2024

  Hello there *******; I have sent you an email so we can connect and I can help you out with this account! 

• Initial Complaint

  Date:08/23/2024

  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 searched a legal document on the website, and downloaded it, supposedly for free, on 7/23. On 7/31 the site charged my card *****. In contacting customer service, they claim I signed up for a premium account, and that it says somewhere that when I click yes I am agreeing to a monthly feeof *****. Deceptive. There was no notice, no email, nothing before it was charged. And customer service was only willing to cancel the account moving forward, not refund the amount taken from me unauthorized. My actual attorney told me to check my account when I mentioned researching on that site, because he'd had other clients get duped, too. He says I should keep watching my account for several months as well, because they have a history of not actually closing accounts upon request.

  

  Business Response

  Date: 08/26/2024

  I hope this message finds you well. I am writing to sincerely apologize for the unexpected charge that appeared on your account. I understand that this may have caused you inconvenience, and I deeply regret any frustration or concern this may have caused.
  I have reviewed the account in question and have refunded the charge to your account as requested; you should see the credit reflected on your account within 7-10 business days. I apologize for any inconvenience in obtaining the refund, our team can always assist with these types of requests!
  If you have any questions or require further assistance, please do not hesitate to reach out to ********************************* Our team is are here to help and make things right.
  Thank you for your understanding, and once again, true apologies for any inconvenience this may have caused.
  Best regards,

  *****

  Rocket Lawyer

• Initial Complaint

  Date:08/17/2024

  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 paid rocket lawyer ****** to dispute a trademark rejection and they have not done the work. I have tried many times to follow up on this issue with them. Now they dont have anyone available to answer the calls and they dont respond back to messages.

  

  Business Response

  Date: 08/19/2024

  Hello ****,

  We're so sorry to hear about your trademark matter and would like to assist you with this. We've made contact with our trademark department to assist and someone will be in touch with you within the next business day. 

• Initial Complaint

  Date:08/11/2024

  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 paid for the trademark registration service in 2022. The application was submitted to *****. However, the trademark never became active. The ***** sent several notices, including a final action to my assigned attorney. The attorney did not respond and proved the ***** with the required documentation. I tried multiple times to email and call rocket lawyer. When I called the *****, the representative told me that this happens all the time with this company where they dont complete the final step if a product isnt on the market yet. I would have to pay extensive additional money in fines and turn in documents that this company did not finish. The trademark is now listed as Dead and inactive.

  

  Business Response

  Date: 08/12/2024

  Hey ****,

  We're very sorry to hear about your trademark situation. It looks like the last legal work that was needed for your application was not part of the original service that was paid for and would have been an extra cost. Our department was unaware of this part due to not receiving contact regarding it. Again, we apologize for the confusion with this situation. As a courtesy, we've issued a full refund for the trademark, please allow 7-10 business days for the refund to process. If you have any questions or concerns at this time, please feel free to respond to the refund confirmation email. 

   

   

  
  

• Initial Complaint

  Date:08/08/2024

  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.

  Apparently I was looking for a blank ***** of ******** Form and started a "free trial", but with zero notice or communication they have charged my CC 4 times @ $39.99. No notice, no receipt, no knowledge whatsoever. I feel I was unfairly taken advantage by predatory practices. I have received ZERO communications from this business. Complete rip off

  

  Business Response

  Date: 08/08/2024

  Hi ******,

  We apologize for this situation, but it looks like you've had some correspondence with our customer service as of earlier today (8/8/2024) and our records indicate that a dispute was filed with your bank, please reach out to them regarding the refund inquiry. Feel free to reach back out to the representative that you've been in touch with today, or please email *****************************************.

• Initial Complaint

  Date:08/04/2024

  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 canceled my subscription on the *** app over 2 months ago and also deleted the app off my phone. I specifically did this after seeing the charge of $39.99 on my statement. I have continued to see this charge after my cancellation and I just received another charge of $39.99 today. I am demanding a refund of at least $121.22. This is absolutely ridiculous that I am still getting charged MONTHS after I canceled my subscription and deleted my account.

  

  Business Response

  Date: 08/05/2024

  Hello ****,

  We're very sorry to hear about this matter. It looks like your account was still active and wasn't downgraded, but we have gone ahead and done that now so you will not be billed further. As a courtesy, we've also issued a refund in the amount of $119.97, please allow 7-10 business days for the refunds to process. If you have any questions or concerns at this time, please respond to the refund confirmation email.

• Initial Complaint

  Date:07/17/2024

  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.

  False advertising. Steals money from people.

  

  Business Response

  Date: 07/17/2024

  Hello ****,

  We're sincerely sorry for any confusion regarding our Trial Terms. We do explain at the time of sign up when credit/debit card information is required that as long as the membership is downgraded during the Free Trial period, there's no billing whatsoever. Otherwise, it will convert into a paid Rocket Legal Plan.

  We were unable to locate an account using the provided information, but located an account for you under a different email address than the one listed here. Our records indicated that you were still in a Free Trial, but we've downgraded the membership and you haven't been billed for anything. 

  Please respond here or to the downgrade confirmation email if you have any questions or concerns. 

• Initial Complaint

  Date:07/02/2024

  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 01/24/24, and 02/24/24, Rocket Lawyer fraudulent took $39.99 off my Discover credit card for two months during January and February 2024. I have sent complaints to the following government agencies for insist with this fraud. I am demanding a refund in the amount of $79.98. This money was fraudulent taken off my Discover Credit Card. I have sent official complaints to The ********************* of ************** of the ******** General, the ****************************************** the ************************************* I did not order anything from Rocket Lawyer. This is and was a fraudulent unauthorized deduction and payment.

  

  Business Response

  Date: 07/02/2024

  Hello Infiniti,

  We're sorry for the billing confusion! Our records indicate that a 7-Day Free Trial for a Rocket Legal plan was started on 1/17/2024. As stated in the Terms, as long as the membership is downgraded during the Trial period, there will be no billing whatsoever. Otherwise, it will convert into a Rocket Legal Plan at $39.99 a month. Since the membership was downgraded on 4/9/2024, there hasn't been any further billing beyond the initial two months that the membership was active for. 

  As a courtesy, we've issued a refund in the amount of $79.98. Please allow 7-10 business days for the refunds to process. If you have further questions or concerns at this time, feel free to respond here or to the refund confirmation email that you've received.