ComplaintsforHitchSwitch, LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear ********** Customer Service,I am writing to express my deep dissatisfaction with the services provided by ********** and to formally request a refund for the subpar service I have received. I have been a customer of ********************** , and unfortunately, my experience has been far from satisfactory.From the start of my subscription, I have encountered numerous issues with Hitchswitch's service. One of the main problems I have faced is that my forms were never updated correctly, despite providing all the necessary information. This has caused inconvenience and frustration on my end, as I rely on accurate and timely updates for my needs.Furthermore, I have found it extremely challenging to reach your customer service team for assistance. Every time I attempted to contact customer service with my concerns and questions, I was met with long wait times on hold and eventually no response at all. This lack of accessibility to customer support has made it nearly impossible for me to resolve issues promptly and efficiently.As a paying customer, I believe that I deserve a level of service that aligns with the fees I have paid. The persistent errors in updating my forms and the unavailability of customer service have led me to conclude that I could have invested my money more wisely elsewhere.Therefore, I kindly request a full refund for the subscription fees I have paid to Hitchswith. I hope that Hitchswith values its customers' satisfaction and will take the necessary steps to address these concerns promptly.********************

  Business response

  08/18/2024

  A full Refund has been provided. 

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this product and attached a new email address in anticipation of my wedding and name change a few weeks days in advance. I tried during that time to contact hitch switch after receiving the box as expected a few day later. Since being married I have called hitch ***** 7 times, left 3 voice messages, emailed 6 times and received one single response back which confirmed my email address but did nothing to assist me with accessing my dashboard. I CAN NOT access my account. ******************** acknowledges I have an account but does not let me put in a password or, send for a password reset. I sent my email, cell phone and address for reference and all that was sent back was an acknowledgement of the email attached to the account. It was NOT addressed that I can't access my account. I was married 12-AUG-2023. I've given them plenty of time to reach out and assist.

  Business response

  09/19/2023

  To Whom It May ********

  The client's package was successfully delivered on August 25, 2023, at 3:26 pm to her Front Door/Porch in **********, ** *****. The package was delivered to her address. eHer account remains active, and we have thoroughly explained the instructions for accessing it. It's worth noting that the verification code may have been filtered into the client's email spam folder. We kindly ask you to review the email communication provided above, which includes comprehensive instructions and digital copies of all her documents. We apologize for any inconvenience here, but we believe this complaint lacks a basis and should be removed accordingly. 

  Thank you, 

  HitchSwitch

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It was resolved after several emails of me re-explanations the same thing, I didnt have access and the codes never went to my email, spam, or text (yes you can text the code as well). I left two voicemails, made a total of 4 phone call attempts, and at least 6 emails re-explaining I was not in fact receiving a code and to please call me or have IT check my account. I even requested a return telephone call. 

  the product itself is wonderful, the customer service chip on the shoulder is lacking comprehension skills of a basic email, empathy, and genuine concern for a customer requesting assistance.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  10/17/2023

  We apologize for any inconvenience this may have caused. We have made multiple attempts to contact the client, providing clear instructions on how to access her account. According to ********, she has received the passcodes necessary to access her account. Additionally, we have sent her the required forms multiple times and inquired whether she needed any amendments to these forms.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I registered for a Hitchswitch gift card through my Zola ********* It was purchased for me. I received a redemption code from **** but there is no where on their website to enter said code. I have reached out numerous times both by phone and email and even through **** but have heard nothing. The gift card was purchased in May and it is now July. I need to change my name soon as I am a public school educator and need the change completed before I return to work on August 1st, which is why the gift card was purchased - to help speed up the process. Since I cannot use the redemption code and cannot reach anyone for a refund, I am filing this complaint.

  Business response

  07/13/2023

  To Whom It May ********

   

  We would like to address the concerns raised by *************************** regarding our customer service and response time. Our records indicate that we received ************************** initial inquiry on Tuesday (7.11.23) at 6:21 PM, which was outside our regular business hours. Our customer service team promptly responded to her inquiry on Wednesday (7.12.23) at 2:12 PM, which falls within our standard response time during business hours (M-F 9 AM-5 PM EST).

  In our response, we provided **************** with detailed instructions on how to redeem a gift card from our website. We included a link to our website and step-by-step guidance on how to redeem a platinum HitchSwitch package. However, **************** continued to express confusion and raise concerns about shipping (see attachments above). 

  Upon further review of ************************** account, it appears that she redeemed another gift card instead of selecting a package from our website, as evidenced by the attached documentation. We clarified that the shipping charge only applies to expedited shipping, which she can choose to remove. We subsequently provided her with clear instructions once again to redeem the gift card correctly.

  We would like to reiterate that we responded to ************************** inquiries in a timely manner and provided her with detailed instructions to address her concerns. We believe her comments are unwarranted and lack accuracy. We kindly request that this matter be considered closed. Should you require any further information or clarification, please do not hesitate to reach out to us. Thank you for your attention to this matter.

  HItchSwitch LLC

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for the premium package ($30 more than the previous tier) so that I could get the concierge support they offer, but have emailed them 3 times since purchasing with questions and have never heard from them. I also paid extra for expedited shipping (2-5 days) ($10) but it was about 2 weeks before I got my order and the tracking info they sent me was invalid. Overall I feel they are scamming people by offering a "premium" and "expedited" for extra money without delivering.

  Business response

  12/30/2022

  First, the client purchased the package on November 24, 2022, which was Thanksgiving day. The office was closed and reopened on November 28, 2022.  The tracking number is valid: ******************************.  The fulfillment team reviewed and processed the package on November 28, 2022. The package was collected by DHL (our shipping courier) on November 28, 2022. Please review attachment 1. The package was delivered on December 5, 2022. Due to the holiday season, inclement weather, COVID-19, and other factors DHL experienced a delay. This was out of our control.  The package was delivered within the required time frame. 
  
  

  Second, regarding the clients emails. She emailed 17 days ago, and unfortunately, our email server deemed her email as spam or junk mail. Please review attachment 2.  We did not receive her email regarding her question. 
  
  

  Third, she deemed that our package didnt help her, but she already changed her name at the *** office within 1 week of receiving our name change documents. 
  

   

  Fourth, we will go ahead and provide a refund excluding processing and handling fees. This should satisfy the request. Please review attachment 3. Please let us know if you need anything else. 
  
  

   

  Customer response

  12/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My dad ordered the $99 package with the forms to change my name as a wedding gift. However, the package has yet to be received. It is allegedly sent via email and neither i or the buyer have gotten any email. This was ordered by my dad for my wedding around September 9, 2022. I have reached out to the company multiple times via email and phone to no avail. I would like to receive what was paid for, or they need to reimburse the buyer.

  Customer response

  10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reached out to business in order to get help with services purchased multiple times via phone, ***************** with no response. Request for refund. Purchased highest level package with their concierge assistance but could never reach anyone. I switched my name on my own with much less hassle.

  Business response

  06/07/2022

  To Whom It May concern, 

   

  First, ************** ordered a package over a year ago on 03/19/2021 at  08:32 AM EST. Please see attachment 1. She is reaching out to us now requesting a refund, even though she has already changed her name, and used our services well over a year ago. See attachment 2, showing that her package was shipped and delivered in March 2021.  

  
  Second, ************** only reached out to us once (besides the email today 6/7/22).  **************, reached out to us via email on Fri, Mar 19, 2021, at 6:49 AM. Our team responded immediately on Fri, March 19, 2021, at 8:24 AM (within 2 hours, see attachment 2).  

  
  Third, please let ************** know that we will provide a refund, but it will be in the form of ****** cash as we are unable to refund her credit card as it has been well over 6 months ago. Please confirm that this is acceptable. 
  Please let me know the next steps to ensure that this case is closed. 

  
  Thank you, 

   

  ****

  
  

  Customer response

  06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   First and foremost, the services paid for were NOT used because their customer service was unresponsive. I changed my name on my own by going to the social security office located near me. After switched with SS I was able to go to the *** and change my name with the state. Attached are photos of my receipts from both my visits to the ****************************** & the ***. Proof that services were NOT used! I made COUNTLESS calls that lead to voicemails NO returned calls despite paying for concierge customer service - representative *************************** assigned by Hitch Switch never returned calls, emails & many voicemails were left at the business itself. No one was ever reached at this business in the months of trying to switch my name with their services I paid for. I was more than patient in trying to reach a representative. I do not use ******. A full refund is requested in the amount paid for the premium service.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  06/17/2022

  ************** used our forms, and instructions to complete her name change. We clearly explain that we are not able to make the changes on her behalf. We are legally unable to, but instead we provide the instructions and forms. That being said, we want to honor the refund, and again apologize for any miscommunication. However,   we can provide her with a refund through ****** only. We cannot refund her original form of payment since it has been well over a year. She will be able to deposit the money directly into her account. Please explain to her that it is simliar to venmo, which I'm sure she is familiar with. She does not need to have a ****** account. We processed the refund, please see attached. 

   

  Please close or let me know if there is anything else we cannot assist with. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid money to HitchSwitch to have a name change after marriage. It was supposed to be fast and easy and was promoted in a popular bridal magazine.I have not heard one word from the company and have seen nothing change with my name.

  Business response

  03/22/2022

  To Whom it May **************************** ********************* purchased a HitchSwitch ("**") print at home package on 3.3.22 at 2:47 PM. Per the description on our website (attached within for your convenience), our print at home clients receives immediate online access to their personalized forms and instructions from the hitchswitch dashboard (online account). 
  
  Second, per the other attachment, the client emailed us today (3.22.22) at 12:19 PM requesting an update regarding her forms/instructions.  The ** customer service team responded within two minutes requesting further email address clarification. The client responded with two email addresses that were not affiliated with her account. Our team located her ** account, which was under the following email address: *************************** ************** did not mention this email address so it took us a bit longer to locate her account. We explained the procedures to **************, to log into her ** account using the above email address, and provided further clarification with the steps to redeem her forms/instructions from her online account.  
  
  Please let me know if there is anything else required on our end to close this case.  
  
  Thank you,
  
  HitchSwitch LLC

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid money to Hitch Switch to have a problem free name change after getting married. I never received the documents. I wrote them several times and a representative stated that although the tracking number they issued was completely fraudulent it would arrive in the mail about 5 days ago. There was no new tracking nothing. Now they won't even answer the emails I sent. I am going to get full payment back from my credit card company and send reviews to all of the sites to warn others to not use this service.

  Business response

  03/09/2022

  1.   First, as requested this client received a full refund, and she is receiving her full-service package as well.

  
  2.   Second, ********** ****** (********) purchased the package on February 24, 2022 (Thursday). The HitchSwitch (HS) fulfillment team reviewed and processed the order on February 26, 2022 (Friday), and the order was collected by our shipping courier on February 28, 2022 (Monday). Per the tracking information in in the enclosed attachments clearly shows that the order was transported and received by the *** distribution center on February 28, 2022, at 11:57PM ET. *** transferred the order to **** and was accepted on March 1, 2022. **** processed the order on March 7, 2022, at 8:17PM. The client clearly did not contact **** or **** provided her with the wrong information.

  
  3.   Third, regarding customer correspondence, the client emailed us on March 1, 2022, at 1:41PM and we responded to her with the tracking information at 3:32PM (the same day). We let the client know that if the package was still not received, we would send a new package. This was on a Friday, so we would mail a new package out on Monday (the following week). The client emailed during non-business hours (3.5 and 3.6), as well as many other nasty emails. She sent various emails, which caused a major back log, so we responded to those emails on March 8, 2022. Then we let her know that we would be issuing her a full refund, and she will be receiving the package.  

  4.   Fourth, the client was married on February 22, 2022. She does not have her Marriage Certificate in her possession and would be unable to start the name change process anyway.  

   

  Please review the documents attached. 

  
  Thank you, 

  -HitchSwitch LLC 

  
  

  Customer response

  03/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I have not marked as resolved because being that they are so unprofessional and not trust worthy I wanted to wait until at least the papers were received. I have spoken to my credit card/bank and they are resolving my refund.

  First - I was married in Virginia, My certificate was printed our the next day because they only require you to come in with $2.50 to pay for copies. So Hitch Switch should only speak on with they know. My officiant sent in my signed license prior to our ceremony so the document was ready the day we were married.

  Second-I have multiple email correspondences to prove that the Company 1. Lied about the mailing and tracking 2. stopped communicating until I lodged a formal complaint with BBB. I have attached each to this reply. 

  Third- The lied and stated they were communicating through a previous thread however as you can see they never responded after Lying and saying DHL would be delivering our package. 

  Fourth-The only reason they are issuing a refund is because they know if BBB is involved you would get answers.

  This company is a fraud and they are very unprofessional

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********** ******
  
  
  
  
   
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid this company to make my name change after marriage easier. Their service is to simply provide forms (filed out with your information) for the name change process and information as to how to complete each step. First, I was given the wrong state forms for voter registration despite clearly indicating that I live in ********, not ********. I've never lived in ********. When I realized this I emailed the company and they sent me the correct state form but not filled out and without instructions (literally what I paid their service to do for me). I had to email them back again to finally resolve this. Second, the drivers license instructions were also wrong. It is difficult for me to take time off of work to make a *** appointment. When I showed up for the *** they said that I did not have the correct documents despite me following the instructions given to me by this company. I therefore had to do my own leg work to figure out what is actually required to get my new drivers license and have rescheduled my *** appointment almost 2 months later. When I complained about the most recent *** issue there was no response from Hitchswitch. Essentially, they have made the name change process more difficult and stressful by giving me the incorrect information on forms. Again, the company's service is literally to give you this information. Therefore, incorrect information should not be something I pay for. I've had to look things up myself to correct their mistakes which negates the whole purpose of purchasing their service. I would like a full refund.

  Business response

  01/06/2022

  hi! I am so sorry that this occurred. We always aim to answer all of our client's within hours. I took a look through our internal emails, and didn't see an inquiry from you. Can you please send an email to ***************************************** and we will get this settled to your 100% satisfaction ASAP. We look forward to resolving this matter immediately. 

  Customer response

  01/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
  
  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/29 I paid for their name change service to make the name change process easier after marriage. I paid for the $99.99 platinum package which was supposed to have a 2-3 day processing time with standard shipping. I supplied my info to complete the forms on the same day as purchasing the service. I reached out to the company via email on 10/5 because I realized my forms were not in the processing phase via the customer dashboard and waited 2 days without a reply when I'm supposed to have 'priority email support". I sent another inquiry on 10/7 and finally received a reply on 10/8 (screenshot attached). My documents were supposed to be expedited but they were not shipped until I sent another email on 10/19 stating that I should received a partial refund because I had Fedex print the documents to meet a specific timeline necessary to be added to my husbands insurance. This company is not delivering what they advertise to consumers. I deserve a refund reflecting a lower package.

  Business response

  10/20/2021

  First, we will provide the client with a full refund. She is also receiving our product as well, so she should be satisfied. 

  Second, her complaint is baseless and completely wrong.  As you can see in the attachment above, we responded to her inquiry on October 7, 2021 on October 8, 2021. Our office is located in NJ, and the client is located in California, so shipment does take a couple of days of course. We let the client know that her package is in transit: ******************************************************************************************  However, in the meantime, the client can access all of her forms online straight from her online account. 

  Please let me know if you have any questions. 

   

  Thanks,

   

   

*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. ↩