ComplaintsforSmartLegalForms, Inc.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid smartlegalforms.com a $59 dollar fee to have access to divorce forms that I filled out on their website. The guarantee was that the forms were current and correct. However, after speaking to the Obudsman of my county, it was apparent that these forms would not be acceptable and so I paid $59 for forms I can't use. I call during normal business hours and it always goes directly to a voicemail. Still waiting to be responded to. I don't mind paying the fee but not for forms that aren't useable. I need help getting my refund back. I saw that they had an A+ BBB rating but so far this isn't my experience at all. I need help getting my refund back.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/21) */ On January 11 the customer purchased New Jersey divorce documents from our website. On January 19 at 1:00 PM the customer left a voicemail telling us that her documents were not accepted. We do our best to keep our documents up to date, however occasionally a local variation causes documents to be rejected. If that happens we adjust our documents to accommodate the variation and offer the customer a refund. The morning of January 20, our customer service representative refunded the customer's purchase in full. She also returned the customer's call to inform her that we had refunded her purchase and to request further information about the rejection. The customer did not answer so our customer service representative left a voicemail. The customer did not return the call. At 12:08 on January 20 our customer service representative emailed the customer to inform her that we had refunded her purchase and to request further information about the rejection. This all happened before we learned that the customer filed a complaint with the BBB. We have a very liberal refund policy and we respond to refund requests as quickly as we can. This customer did not wait 24 hours between leaving us a voicemail requesting a refund and filing a complaint.

*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. ↩