ComplaintsforNational Legal Assistants

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/03/24 service order states "Prepare Small Claims Summons and Complaint for violation of American with Disabilities Act, Intentional Infliction of Emotional Distress, Breach of Contract, and Fraud.Note: Deposit includes $300 court filing fee."Draft didn't mention *** and asked less in court than they charged. They ignored all verbal and written communication; when I complained about being charged for egregious errors I received a phone call from ********************* at 10pm. Despite multiple requests for written communication, including mentioning ***, while ***** continued to badger with questions. I hung up and emailed what the signature line claimed as office manager to complain; ***** claimed them assistants as he asked me not to message them again, only communicate with him. The original request was small claims court max ****** for the above quoted, as well as filing and serving. Not only did ***** state in email the work order doesn't mention "the services requested", he lied about the work order."You currently have a credit of $259.50 in your account. We require a minimum $300 retainer that must be maintained to avoid interruption of service. The filing fee for the document is $150.00. We do not bill in advance which is why we would need the filing fee ****** first and then we will invoice. Attached is the fee schedule we used to determine the fee ******. To cover both the minimum retainer difference $40.50 and filing fee of $150.00, we recommend you remit at least $190.50 at this time.Best Regards,**** *************************** Office Manager National Paralegal Services""...This work order is entirely 100% complete, delivered, and filled. The product was already shipped and received. I do see that you have a credit on your account of $269.50. If you desire to cancel further assistance, we can issue a refund to you for this ******.Let me know, and I will initiate that refund for you.Best regards,********************* **************************** is inept or has illegal intent.

  Business response

  06/23/2024

  Complainant States: 4/03/24 service order states "Prepare Small Claims Summons and Complaint for violation of American with Disabilities Act, Intentional Infliction of Emotional Distress, Breach of Contract, and Fraud. Note: Deposit includes $300 court filing fee."
  
  Response: Yes, all of the above is correct.
  
  Complainant States: "Draft didn't mention *** and asked less in court than they charged."
  
  Response: ****************** is mistaken, and his statement is false.  The form our staff prepare expressly mentions "ADA."  We do not know what ****************** refers to by saying "than they charged," but what we think he is trying to say is that the ****** he wanted to *** for exceeds the maximum limit of a small claims case.  We sent him a notice as to this fact, and asked him to decide if he wanted to upgrade the purchase order to a higher jurisdiction court case, or waive his desired damages to the ceiling of a small claims action and keep the matter as a small claims case.
  
  Complainant States: They ignored all verbal and written communication."
  
  Response: This is entirely untrue.  The correspondence is voluminous, with dozens of email exchanges back and forth attempting to resolve whatever ********************** is***s might be.
  

  Complainant States: "When I complained about being charged for egregious errors I received a phone call from ********************* at 10pm."
  
  Response: This is correct.  ***** thought the confusion could be resolved with a simple phone call. While it was late, it was only a few minutes after client sent us an email that distorted facts to such a degree that ***** thought it would serve a benefit to see if there was an immediate way to resolve whatever grievances the customer was experiencing.
  
  Complainant States: "... Despite multiple requests for written communication."
  
  Response: We were unaware of any such request.  However, after we were asked to not communicate by telephone, no subsequent call was ever made."
  
  Complainant States: "***** claimed them assistants as he asked me not to message them again, only communicate with him."
  
  Response: Yes, this is true. Not sure what relevance it is, but yes, ***** said that since client was requesting a cancellation and refund, that this was not *****'s role in the company, and there was no reason to contact other office workers.
  
  Complainant States: "The original request was small claims court max ****** for the above quoted, as well as filing and serving."
  
  Response: By saying "request," it can only be assumed customer is referring to the sales order.  If so, then this information is false.  The price quoted for the items in the purchase order do not include filing, paying court filing fees, or service of process.  So, client is mistaken.  The work order only include preparing the summons and complaint, the product only.  Any other products and services are an additional charge.
  
  Complainant States: "Not only did ***** state in email the work order doesn't mention 'the services requested,' he lied about the work order.
  
  Response: There is disagreement here.  All representations ***** made to customer are absolutely 100% entirely correct and accurate.  There is no basis in reality for ****************** to claim extra charges were included.  We have plenty of disclaimers on our business correspondence, terms and conditions, that state just the opposite of what ****************** asserts.  He is only saying what he is saying because that is what he wants to believe.  But, there is no basis for his accusations.
  
  Complainant States: ***** said, "You currently have a credit of $259.50 in your account. We require a minimum $300 retainer that must be maintained to avoid interruption of service..."
  
  Response: Yes, this is true.  ****************** seems to be copying and pasting content from emails from our office. It is true, "The product was already shipped and received."  As far as that $269.50, we did indeed is*** a refund.  Customer canceled further business, and so we refunded him the credit he had remaining to zero out the account.   
  
  Complainant **************** is inept or has illegal intent."
  
  Response: There are no facts asserted by ****************** to support this conclusion. 
  

  Customer response

  06/24/2024

  NLA continues to lie, as shown in the attached response. I understand the emails are many, I also understand that I have repeated myself in those emails regarding several subjects. The attached document has numbered responses, images, and highlights. The highlights from each Number corresponds with the same color highlight in the Reply, to easily track each issue. As they stated, the emails a many, so I have plenty of proof to provide as needed, but believe the attached is ample. Thank you for your time

• Initial Complaint

  07/26/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contacted this company (3/28/2023) with an HOA issue and the person who contacted me insisted I had a civil case regardless of whether I had evidence of the fact or not. Based on emails ensuring me that this was a clear case, I put a down payment of $1020. *** stated ***** ***** would be working on my case as he had years of experience, Instead, I was assigned to Stacy HIghtower who stated I had no case, and only a demand letter could be written to the HOA. Almost 4 months later, Stacy has been fired, and a person named Jamie Risk is asking to close the work order if the demand letter had been completed. So, I paid $1020 for a demand letter?! No court paper were drawn, or any type of legal paperwork as *** told me erroneous information. I have never heard from ***** *****, but heard from Stacy Hightower that he is a difficult person to work with. I have read some of the responses to complaints with this company and they are quite rude. I hope that an amicable resolution could be reached as Stacy had told me after the demand letter was written that after the hourly rate was deducted, I still had almost $900 unused.

  Business response

  07/28/2023

  RESPONSE:
  
  Preface: Attached is the latest invoice for this matter, and also the Customer Agreement that client accepted.  The Work Order is actually for $1,700, and already went into production.  Once we charge this matter the $1,700 flat fee for the work order, the Customer will owe us approx. $900.  The terms and conditions are described in the attached Customer Agreement. When clients hire our services by making an on-line payment on our website, they cannot complete the transaction without accepting the terms of the Customer Agreement.  The contract explains the cancellation policy, which is not available in this instance because the work order already went into production, and it is only the failure of the Customer to cooperate with the process that is the reason the work order is not fully performed at this time.
  
  Customer wrote: “I contacted this company (3/28/2023) with an HOA issue and the person who contacted me insisted I had a civil case regardless of whether I had evidence of the fact or not.”
  
  Response: Yes, this is true because the letter provided to us from the HOA and the customer’s own personal testimony is sufficient evidence to support a defense.
  
  Customer wrote: “Based on emails ensuring me that this was a clear case, I put a down payment of $1020.”
  
  Response: This sounds reasonable, although the term “clear case” is undefined and ambiguous.  There is no such email that says that, but our understanding of the case is clear enough that is worth defending.
  
  Customer wrote: “*** stated ***** ***** would be working on my case as he had years of experience.” 
  
  Response: I am Brent.  I am on the case right now.  I hope my 30 years of experience is enough.
  
  Customer wrote: “Instead, I was assigned to Stacy HIghtower who stated I had no case, and only a demand letter could be written to the HOA.”
  
  Response: First of all, Stacy is an attorney, and was originally assigned to this case.  In just about an situation that involves filing a complaint in a court, it begins with a demand letter.  So, the customer’s statement is self-refuting.  If an attorney advises you to start with a demand letter, then they are essentially saying that you DO have a case!  If there is no case, then there would be no need for a demand letter.
  
  Customer wrote: “Almost 4 months later, Stacy has been fired, and a person named Jamie Risk is asking to close the work order if the demand letter had been completed.”
  
  Response: Yes, Stacy no longer works for us.  Yes, Stacy was replaced by Jamie.  No, Jamie contacted Customer to follow-up on production of the work order, which is to draft the demand letter, assuming Stacy did not finish the letter yet. 
  
  Customer wrote: “So, I paid $1020 for a demand letter?!”
  
  Response: No, that is the retainer deposit.  The actual demand letter will cost $1,700.  Please see Customer’s own exhibit she uploaded, Work Order #8032.  That is the correct work order and price.  That’s what the work order says. 
  
  Customer wrote: “No court paper were drawn, or any type of legal paperwork as *** told me erroneous information.”
  
  Response: There is no promise to draft formal legal papers that would be filed in a court.  The work order is to prepare back and forth correspondence with the HOA.  See Customer’s own exhibit she uploaded to her original complaint.  As far as *** providing any erroneous information, it is impossible to respond to this comment because there is nothing provided from *** to review for accuracy or render an opinion as to what *** might have said. 
  
  Customer wrote: “I have never heard from ***** *****.”
  
  Response: Why would she hear from me?  Customer never attempted to contact me. There was no reason to suspect anything was irregular about this work order or its production. Chances are this entire misunderstanding could have been avoid if Customer simply would have contacted me to resolve whatever her concerns were.  I can’t read minds. If no one contacts me, then it is impossible for me to know they have an issue to address.  It really is unfair to learn about this situation for the first time from the BBB.  All this grief was unnecessary and could have been avoided with a simple effort to communicate.  What more can we do?  Stacy left the company, and Jamie took over this task, contacted the Customer, but the Customer did not respond to Jamie’s effort to reach out.  What are we supposed to think or do in that situation?  What did we do wrong?
  
  Customer wrote: “… but heard from Stacy Hightower that he [Brent] is a difficult person to work with.”
  
  Response: This is a cheap shot and uncalled for.  How can we respond to hearsay by someone that no longer works at our company?  Why is that relevant?  Customer made no attempt whatsoever to contact me to give me the slightest clue there was any issue.  We can answer for our actual conduct, but being required to respond to hearsay made by others is ridiculous. 
  
  Customer wrote: “I have read some of the responses to complaints with this company and they are quite rude.”
  
  Response: Again, this is all hearsay.  I can understand if Customer describes a bad incident she directly experienced.  But, here she is referencing hearsay comments made by others of which she has no personal knowledge of.  What possible relevance is there to this?  What would the does any of that have to do with THIS matter involving performing her work order to draft a demand letter? 
  
  Customer wrote: “I hope that an amicable resolution could be reached as Stacy had told me after the demand letter was written that after the hourly rate was deducted, I still had almost $900 unused.”
  
  Response: This information is inaccurate.  What Stacy meant was that she was not personally billing the Customer EXTRA CHARGES for all of her time working on this matter because the volume of emails between Stacy and the Customer is heavy.  But, Stacy does not realize that while she might not be directly billing the Customer extra charges for all the time spent on this, Stacy’s time was still on the clock, so we were still out payroll expenses for Stacy’s time on this work order.  Customer’s present credit balance is about $800, but that is before we enter the flat fee of $1,700 for the work order.  Once we charge her for production, she will owe us $900. 
  
  Final Comments: There is no refund available on this work order because it was already in production.  There is a ton of correspondence between Customer and Stacy in emails.  Stacy drafted a demand letter, and provided Customer a copy of the letter.  Stacy informed Customer that the demand letter would be far more effective if it could provide hard evidence that the Customer is not responsible for the HOA accusations against her. 
  
  Stacy originally suggested the Customer hire a land surveyor to review the premises to obtain intelligence on what the cause of the problem is related to the grading.  This information would be vital for content to be included in the demand letter. 
  
  The Customer made some calls, but then gave up after calling land surveyors upon Stacy's direction.  Stacy told Customer then maybe it would be better if she tried contacting landscaping contractors or landscape architects. 
  
  Customer seemed to quit here, which is unfortunate, because such effort would have likely been very successful.  If customer changed her mind and is no longer interested in buying the product, that is not our fault.  She did not describe any situation here where we failed or misled her.  All I see is losing motivation, or typical common buyer’s remorse, which has nothing to do with our performance. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Out of an abundance of caution to reserve my opinion of this organization I am only providing the facts of my experience; to allow others to determine the type of company this is and what to expect in a decision to do business with National Legal Assistants – a. On Monday, January 9, 2023, I contacted National Legal Assistants (NLA) via phone and explained my case to determine if NLA could assist me. I was then assured they could assist me, and they advised the case if I included pain and suffering along with breach of contract as being in the range of twenty-five thousand dollars. b. On Monday, January 9, 2023, I received an email including recommendations and comments as follows: Our litigation expert ***** *****, a licensed paralegal of 15 years, will be assigned your case. He recommended the above legal direction. c. On Monday, January 9, 2023, I received an email requesting payment for retainer in the amount of $1140.00. d. On Wednesday, January 11, 2023, I received an email from ***** Hightower, Case Manager, requesting specific case details to allow comprehensive research to draft legal documents. e. On Thursday, January 19, 2023, I received an email from ***** Hightower recommending the case not be filed until receipts could be provided. f. On Saturday, February 11, 2023, I received an email and attachment from ***** *****, General Manager of National Legal Assistants stating as follows: You're a valued customer, and it is a pleasure to serve you. Attached is a draft of your summons and complaint. Please review for accuracy. We will release the documents free of the watermarks upon payment of the $941.50. A payment of $941.50 is due. Please be informed that we require a minimum $300 retainer that must be maintained to avoid any interruption in service. If you would like our assistance to sign the documents electronically and e-file them for you, we will also need you to advance an additional $250.00 to cover the estimated court filing fee. The suggested amount to remit is: $ 1,491.50 Total to Remit Now. g. On Monday, February 27, 2023, I received an email from ***** *****, General Manager of National Legal Assistants indicating - Thank you for your patience. Attached is the summons and complaint document filing package to initiate your lawsuit. The documents were revised according to the changes you requested. Please contact ***** if you have any questions or need assistance to file the action. h. On Tuesday, February 28, 2023, I received a text message from ***** stating as follows: it’s ***** @NLA. I was hoping to talk to you regarding the complaint against XXXX company. Please call me when you have a free moment. i. On Wednesday, March 1, 2023, I called ***** and had a 49-minute call where she explained all information provided to me by NLA was incorrect. The courts would dismiss the case if filed. The case value is $1500 at best and the information provided that the case had a value of $25,000 is not correct. ***** further explained the representatives at NLA are not attorneys and should not have attempted to provide legal advice. ***** further explained that the best solution for the case was a small claims case. I responded to ***** that if I was told the value of the case was only $1500, I would not have paid National Legal Assistants $2631.00 in legal fees to sue for $1500. ***** responded that this was the reason National Legal Assistants representatives provided a false case value and they are not legal experts and are only sales representatives. j. On Wednesday, March 1, 2023, I sent ***** *****, General Manager an email reflecting my decision after speaking with ***** as follows: ***** - based on legal advice provided by Stacey, the maximum case value is $1500. All other amounts and legal strategies provided by your representatives have no legal merits. Due to the false and erroneous information provided by your representative I elected to pay your office. I no longer wish to proceed with this matter. I request a full refund of all amounts paid to date. k. ***** ****’s response: We filled your work order and delivered it exactly as you requested. Attached is a copy of the terms and conditions you accepted when you made your purchase. There were no other promises associated with your request. There was no reason for you to expect anything other than the delivery of the product you purchased. The cancelation and refund policy that you agree to is in the attached Customer Agreement. These are only applicable to work orders that did not yet go into production. Your paper was already delivered. Our product is intellectual property. Once the information is submitted, there is no ability to return the product anymore than you can unring a bell. We are more than willing to edit the paper to your satisfaction.

  Business response

  04/11/2023

  This is Brent.  First of all, Mr. ****** owes us money for an unpaid invoice.  He hired us to perform work, and we delivered the product.  He then changed his mind not desiring the product anymore, and then refused to pay his bill.  See attached Invoice #1035.  If anyone is entitled to complain here, it would be our office against the deadbeat customer who did not pay for the product he ordered and received. 
  

  
  

  Second, I was asked to respond to the so-called "complaint."   So, what did we do that was wrong?  Why is this a complaint?   It should be called a report.  The word "complaint" implies something beyond the facts provided here.  It is often impossible to know the value of a case until it is researched.  After we researched it we presented our findings to the client.  We have no control over the value of a customer's case. 
  

  
  

  Third, so, somehow this guy thinks we were supposed to do the work for free.  Mr. ****** should admit that he is a freeloader.  No one knew what the value of his case was until it was researched. He is being entire ridiculous to suggest that we were supposed to do everything for free if he didn't like the results.  Try telling a restaurant that.  Go to a restaurant, order food, stuff yourself full, and then tell the manager you refuse to pay the check because you didn't like it.  That's exactly what we have here.  This guy is a pathetic, whiny freeloader who isn't worth being given the time of day to.
  

  
  

  Finally, the attached the work order that client signed.  He accepted all the disclaimers.  He agreed to our terms and conditions.  So, please tell me just exactly what we did that was improper or worthy of a complaint.  Good luck!!  There is no wrongdoing here on our part.  We performed our obligations entirely.
  

*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. ↩