Business ProfileforHitchSwitch, LLC

I decided to go with a name-change service because I want my middle name to be my mother's maiden name "XXX" (rather than my current middle or current last name), meaning my process is less straightforward. On 9/9/2022 @9:06am I purchased a platinum kit using X** as my middle name and emailed HitchSwitch (@9:24am) asking about details regarding my name change process. On 9/9 (@10:16am) they kindly & helpfully informed me that I would need a judge-issued "Name Change Order" to achieve my desired name, so I responded on 9/9 (@3:26pm) saying I would like to change the middle name on my paperwork to *NOT* X** because I am unable to schedule with the county clerk at this time. On 9/12 my kit shipped out, and I re-contacted HitchSwitch (@11:40am) on the email thread to inquire what name would be on the kit. On 9/13 (@12:07pm) I emailed a different HitchSwitch support email to see if that would help. On 9/14 (@1:49pm) I sent both support addresses an email expressing my frustration and a request for information. On 9/15 (@2:26pm) I called the number on the website and left a message (no response). On 9/16 I received my kit which included X** as my middle name, meaning I cannot use this kit for my name change process. I again sent both support addresses an email (9/16 @3:04pm) notifying them that without a response from HitchSwitch I have no way to resolve the issue and would be forced to file a BBB complaint and chargeback. Given that was 3 days ago, I'm currently doing both of those things.

We apologize for any delay in correspondence. You purchased your package on September 9, 2022 (9.2) at 12:06 PM. Per our understanding, you are changing your name due to Marriage and not a court order. You signed up for a legal name change package instead of the wedding package. You emailed our support team on 9.9 at 12:25 PM asking if you could change your middle name to your Mothers maiden name. Our support team responded immediately at 1:16 PM. We provided you with your options. You responded hours later. We wrote back on Monday **** clarifying your information, so we can update your package. Your subsequent emails went to our junk folder, and we did not receive any of the subsequent messages until this afternoon. We replied to your email informing you we would be more than happy to mail you a new package or provide you with a full refund. Per state law, you cannot create a brand new middle name due to Marriage. You can change your last name ONLY due to Marriage. Again, we apologize for any inconvenience. Please respond to our email so we can take care of this