ComplaintsforGuideway Legal Document & Mediation Services, Inc.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 15, 2024 I placed an order for changes on my trust with Guideway. I paid and then worked off my copy with *******************************, on the phone. (She also had a copy). I have repeatedly tried to receive the revised copies but kept being delayed. Originally I was told that it would take 3.5 weeks or 25 days to make a few changes. On February 22 (37 days) I receive a boggled copy with Many discrepancies. I printed it out, made the corrections and then sent it back. I was told that the corrections would be made within 48 hours. Today is March 6,2024. When I called, they told me that they did not understand my corrections and would need to make an appointment on the phone. Remember I already had a phone appointment for an hour. The person on this call claimed to be ******* but it was not *******. I had spoken with ******* for an entire hour Jan 15 and I know that this was not *******. Furthermore, they were blaming their incompetence on me. They had not given me a form to fill out, they did not detail what they needed from me, I had done everything they required but they still could not complete the task. I expressed my dissatisfaction and that I wanted a refund. They spoke over me, refused a refund and hung up on me. Please see the attached documents. I have marked them as originals or revised. You can see that their revisions destroy what was supposed to be left alone. *************************** was supposed to be removed. They removed one of my designated recipients of 1996 ************* and they gave it to my friend, ******************* and my ex-husband, instead of removing him from the entire document. . Clearly I wouldve never told them to do any of this. I hope you can help me refund my money.

  

  Business response

  04/02/2024

  Dear ******************,

   

  We are deeply concerned to hear about your negative experience with our services. At Guideway, we strive to provide the highest quality legal assistance and customer service to all of our clients. We take your feedback very seriously and would like to address the issues you've raised.

   

  First and foremost, we sincerely apologize for any confusion in the drafting of your Trust. We understand how frustrating it must be to receive a document that does not accurately reflect your wishes, especially after investing your time and money. We take full responsibility for any mistakes made and will work diligently to correct them.

   

  Regarding the misidentification of our staff member, we apologize for any confusion this may have caused. Please be assured that it was an unintentional mix-up, and both employees simply work in our office and were indeed working to assist you with your Trust.

   

  We would like to schedule a call with you at your earliest convenience to review your Trust together and ensure that all necessary changes are made correctly. Our goal is to provide you with a legally sound document that meets your needs and expectations.

   

  Please contact our office as soon as possible so that we can work together to address your concerns and restore your confidence in our services. We value your business and feedback and are committed to doing everything possible to ensure a positive outcome.

   

  Sincerely, 

  **********************
  

  **************

  Customer response

  04/02/2024

   
  Complaint: 21396585
  
  I am rejecting this response because of the way I was treated throughout the full five weeks.  I was met with a snotty, anbrupt and rude attitude from ******* from the start.  A 3.5 week timeline to change a few words on a document that was already created by them,  late by another week, a completely boggled trust, and rude disrespectful encounters.  These people had five weeks to get it right. They kept blaming everything on me.  It was such a runaround. I cant even believe they consider themselves a business.   It is not only unsatisfactory, but rather it was outrageous. No apology, but instead, I was treated as though I had done something wrong (gaslighting) It was shocking and upsetting the way I was spoken down to by people who completely destroyed my trust, delayed me five weeks and refused to refund my payment.  Lastly,  There was no mixup on the phone. It was very clear that ***************************** impersonated *****************************. I recognize their voices quite easily as they are distinctively different.  I could never ever allow these people to ever touch my trust again. I cant imagine engaging with any of them. There is no apology that they could grant ****  They didnt seem to care until I reported this incident.  They should refund my money. They shouldve done that from the start. But if they choose not to, let it be clear that I would rather lose the $370, that I cannot afford to lose,  than to ever engage with any of these rude, gaslighting, lawbreaking people ever again.  
  
  Sincerely,
  
  ***************************

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