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: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.

• Initial Complaint

  Date:06/19/2024

  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 signed up for a 7 day free trial with Rocket Lawyer and decided after a couple days that their services didnt interest me. It was very difficult to figure out on their website how to cancel the free trial. No responses to my emails came prior to the 7th trial day. Months later, I was alarmed to find that my bank statement showed several charges made by Rocket Lawyer. I made several emails requesting to cancel and refund me on the charges made in error however, Rocket Lawyer continued to claim that they never billed me when in fact I was billed $39.99 for the months of February, March, April, May, and June 2024! So far, thats a total of five times when I should have never even been billed once! I am beyond upset and desperately need this money back as soon as possible as I have a family to support.This is outright theft and deceptive business practices. It's unacceptable for a business to use such corrupt tactics to steal from people. I received an email reply on April 17, 2024 from a person named ******* stating that she received my Data Deletion request. However it didnt end there. Rocket Lawyer never refunded the charges from February, March, April, ***, and I could not understand why they still continued to bill me through June of 2024! Despite my continuous efforts to contact them to refund me my money, Ive had zero success. I demand a full refund from all months charged in error a total of $199.95 (so far), from these thieves. They have unprofessional business practices and only care to steal money and take advantage of their unsuspecting customers.

  

  Business Response

  Date: 06/20/2024

  Hello ********,

  We're sorry to hear about your situation! There wasn't an active account under the provided email address, but we did locate the account under a different one. As a courtesy we've issued a full refund for all 5 months and ensured that the membership was downgraded to stop further billing. Please allow 7-10 business days for the refunds to process. If you have any questions or concerns, please respond to the refund confirmation email. 

• Initial Complaint

  Date:06/07/2024

  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 March 14, 2024, I discussed with *************************** of Rocket Lawyer to get my business taxes in order for Boundless Quill LLC. I was charged $919.99 that same day to be provided tax filing services. I worked with my tax professional (chat attached) to get documents prepared, until I was no longer getting a response. I had not heard back for weeks, so I reached out to Rocket Lawyer to have ****** contact me. She informed me that additional, unexpected costs were required. When I inquired about the additional costs, ****** ignored my emails (emails are attached). A week after my follow-up attempt with ******, I contacted Rocket Lawyer through their online chat feature on May 22nd. The gentleman stated that he had contacted ****** and she would reach out to me -- she did not. I called Rocket Lawyer on May 29th and requested a new representative that could resolve my issues and get my tax documents in order for filing. They told me that someone would contact me that day. A week and a half later, I have not heard from anyone at Rocket Lawyer. I have made several attempts to work with the team at Rocket Lawyer to get my businesses taxes filed, speaking with several different people. My tax documents are still incomplete after nearly three months. All I would like to do is make sure my business taxes are completed and filed so that I am compliant with the law. I have attached files of conversations I have access to. I do not have screenshots of the online chat conversation or recordings on the calls.

  

  Business Response

  Date: 06/07/2024

  Hello Collin,

  We're sincerely sorry to hear about this situation and want to assure you that we are working with our teams to get this matter looked into/resolved as swiftly as possible. We appreciate you letting us know and will be in touch with you. 

  

  Business Response

  Date: 07/09/2024

  Hello Collin,

  We're sincerely sorry that this matter is still unresolved, but we did get this escalated to the account executive supervisor and we will be able to cover the scope change charge in order to get this completely handled. Please re-engage with the taxpro through your dashboard to go from ther and let us know if you are still having any issues by responding here or emailing *****************************************.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21816802
  
  I am rejecting this response because: I have made several attempts over several months to reach a resolution regarding this conflict, communicating with four or more people at Rocket Lawyer. This was stated in my original outreach. As requested by Rocket Lawyer, I have reached out to my tax professional once more through the dashboard (attached screenshot will display this). I am rejecting the response because the issue is still ongoing and I do not wish for the complaint to be closed until the problem has reached a resolution. It is my hope that clarification can be made about why additional fees are required, the full breakdown of charges set forth, and why these fees were not made clear to me when I initiated the service with Rocket Lawyer. These are questions I presented to Rocket Lawyer that still remain unanswered as there has been radio silence outside of this complaint.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/12/2024

  Hello Collin,

  One of our supervisors has reached out to you by phone and left a voicemail, but will be calling again this morning to get this resolved. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21816802
  
  I am rejecting this response because: I attempted to call the number left in the voicemail but it did not go through. It could have been a misunderstood number. I am currently working with my tax professional though and things are moving along so far. While I am content with how things are moving, the process is not yet complete.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/16/2024

  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 signed up for a free trial with this scandalous company and 2 days into the free trial I was not impressed with their service and attempted to cancel the free trial though unable to cancel. There is no option to cancel anywhere on their website, at all. I attempted to call several times and was never able to speak to anyone, I attempted to speak with them several times on live chat but nobody ever joined the conversation. I even left the chat window open one time for an entire day and nobody ever answered. This is straight up theft of my hard earned money. It is unacceptable this business is allowed to conduct such corrupt business tactics to steal people's money. This is criminal behavior 100%. So of course as soon as the 7th day hits of the free trial on February 4th 2024 they charge me $39.99, for a service that I don't want because it is very poor quality. I continue to try to reach somebody to cancel, with no luck at all of course. Then March 15th 2024 another charge for $39.99. I continue trying to make contact, unsuccessfully. Then 14 days later on March 29th 2024 they charge me again $39.99. Twice in one month! I am still unable to reach anyone at all, which is absolutely unacceptable. So I deactivate my card because these thieves keep stealing my money. After a month and a half of my card being deactivated I reactivate it thinking surely they will have stopped trying to rob me of my money, then the very next day of the card being reactivated they charge me yet again, but this time for $4.99. What their reason for that charge is I have no clue, but this is completely unacceptable no matter how you look at it. I demand a full refund from these thieves. In all actuality they should be sued for their shady business practices. They should be ashamed of themselves for conducting business in such a scandalous way.

  

  Business Response

  Date: 05/16/2024

  Hello ******,

  We're very sorry to hear about this matter! We located an account for you under a different email address than the one that was provided through the BBB. It looks like there was Rocket Legal monthly membership downgraded as of 5/15/2024 on the account and a ******************** Legal Essentials membership for $4.99 was started the same day. As a courtesy, we've ensured that the Rocket Legal Essentials membership was downgraded to stop any further billing and a full refund for all of the charges has been processed, just allow 7-10 business days for the refunds to appear back onto the credit/debit card used on your Rocket Lawyer account. If you have any questions or concerns, please respond to the refund/downgrade confirmation email or feel free to respond here. Thank you!