ComplaintsforCairns Law Offices

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company to file divorce papers to my estranged wife with the understanding that they write the divorce decree up and serve it to the defendant as long as I have been separated and know her address to have papers served. I filed on 3/6/23 I paid for expedited delivery which they charged for delivering service and I would get a tracking number. This company sent a picture saying the mail was undelivered because that’s not a valid address when that is a valid address and this company said they would serve the papers themselves not having the USPS deliver the papers like it’s a regular piece of mail. Now since they were unable to serve the papers and I have no other address they want to charge me an additional fee to have the papers delivered to my home address so I can serve the defendant in person myself. Nor will they offer a refund if your unable to utilize their services if you can’t serve the papers. I paid for services through this company all paid up front expecting papers to be served by hand not USPS delivery. And if your unable to service papers the job is not complete for the service I was charged for.

  Business response

  05/22/2023

  In the client intake (see the attachment), the client had the choice of serving his spouse documents himself, or we could either mail them vai First-Class mail or Priority mail.  The client chose Priority mail.

  Nowhere was the client told that his spouse would be served via hand-delivery.  We perform uncontested divorces in which both parties are cooperative, so hand-delivery is not needed and is not an option.

  Additionallly, the client did not provide an accurate address.  He explained that he had been incarcerated and that he gave us the last known address.  It was not the correct address and we informed him.  He did not want to pay for mailing again.  Our email excahnge is also attached.

  I performed my end of the bargain.

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 21st of 2022 I made a payment of $369 to Cairns Law Office to petition a divorce for me. Two weeks after the payment was made I receive an email asking for an additional $35 dollars, they said a second form was email to me and I did not filled out a certain section on the form, so not filling out that section will cost $35. I never receive such a form, so immediately I requested that my $369 should be return to me. Which I have not receive back as yet. I need your help in getting back my $369. Thanks.

  Business response

  06/06/2022

  I take my duties to you very seriously, as well as complaints.  I hope this explanaiton will help.

  On 3/22/22 I emailed your divorce complaint to you to verify.  It is the ONLY document that was ever sent to you.  The email instructions were short and direct and said this, exactly:

  ____________________________________________________

  DO NOT REPLY TO THIS EMAIL
  
  Review the attached divorce complaint, then:
  CLICK HERE 
  (If you don't click here, you will be charged $35.)

  ____________________________________________________

  The words CLICK HERE were in 40 point font.  Impossible to miss.  I emailed the exact email to you 3 times.  Instead of doing clicking, you ignored my instructions and instead signed and mailed your divorce compliant to me (again, this was the ONLY document that I ever sent to you).  Since you did not follow my instructions and did not verify the information as being correct, I could not file it with the court, and you incurred a $35 correction fee.  You then demanded a refund, even though I performed all of my duties to you.  Then, you diputed the charge which required me to take a significant amount of time to respond.  The dispute was found in my favor.  Now, you have filed a complaint with BBB.

  I really try to provide the fastest, most responsive, easiest to use, and most affordable legal services that I possibly can.  I strive to be as up-front about all charges (including correction fees), and make things simple to understand- and I'm always available to answer questions in case some part of the process isn't clear. 
  
  I am able to charge such low fees and still provide a high level of service because my whole process is hyper-efficient.  Otherwise, I'd have to charge the big money that "traditional" lawyers charge.  When clients forget to complete a step, then I have to spend the time to fix it (send reminders, calendar follow-ups, correspond with the client, archive the paperwork that I do have- and then go back into the file once the client completes the forgotten step).  I'm not penalizing my clients when I charge a correction fee, I'm just making sure that I am getting paid for the extra time I have to spend working on a case- otherwise I'd be out of business.  
  
  I hope the above explanation helps you to understand why I have to charge the correction fee.

  Best regards, 

  Jim Cairns, Esq.

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17322838, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  From: [email protected]
  To: [email protected] <[email protected]>
  Sent: Mon, Jun 13, 2022 8:13 pm
  Subject: Fwd: You have a new message from the BBB serving Western Pennsylvania regarding complaint #17322838.
  
  

  Dear BBB, the business Cairns Law Offices as not refund my $369 to me as yet .Below is the only documents that was send to me  from the law office during the initial stage of the deal. If you read through these documents you will see that the service that Cairns Law Services provides is very cunning. My case # is 17322838. Thanks.
  

  
  

  
  

  -----Original Message-----
  From: [email protected]
  To: [email protected] <[email protected]>
  Sent: Tue, Jun 7, 2022 9:41 pm
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint #17322838.
  
  

  
  

  Dear BBB, this was the information that I had receive from Cairns Law offices. Immediately when they ask from $35 dollars I requested that my $369 be refunded to me,which they refuse do so. They did send  me any information three time about a mistake that I had made, that is just not true. If I am under no obligation to business with them as stated in the email, why cant I get my money return to me? Thanks.
  

  
  

  
  

  
  

  
  

  
  

  -----Original Message-----
  From: Cairns Law Offices <[email protected]>
  To: Henderson <[email protected]>
  Sent: Mon, Mar 21, 2022 3:05 pm
  Subject: Thanks for speaking on the phone with me today. Here's how our $219 Divorce Wizard works, and settlement agreement questionnaire attached.
  
  

  Dear Henderson ,

  
  Thank you for speaking on the phone with me today.** I went through the same process you'll go through, so I've developed an easy, simple, and inexpensive way for you to start your new life over again. For your convenience, please see the marital settlement agreement questionnaire, attached. You can get divorced without a marital settlement agreement, but if you have marital assets/debt or children, we recommend that you have one prepared, since it could save you a lot of time and money in the long run.
  
  ONLINE STEPS- How does it work?
  

  If you have not completed our Divorce Wizard, CLICK HERE and enter as a "NEW client". The Divorce Wizard is like sitting in our law office for an initial consultation and you'll learn about the divorce process, how long it will take, and you can qualify to file your divorce with us online today. All information is secure and confidential. You are under no obligation.
  
  Click here to see how our process works, including how long it takes.
  
  If you have filled out our intake form but need to make a payment, then CLICK HERE. Enter as a "RETURNING client".
  
  Either way, we will prepare and email you the divorce paperwork within one business day. Just click a link in the email and confirm the information that you gave us. Once you confirm it, we'll file it that day.

  Benefits:
  
  There is no faster way to get your divorce started because we use technology to save you time and money.
  
  An attorney prepares all of the divorce paperwork. Not a paralegal.
  
  You have an attorney representing you. We are not paralegals or a do-it-yourself project.
  
  You never need to go to court or come to our offices.

  
  We will send you proactive email updates periodically to let you know where your case stands.

  We promptly respond to your email questions throughout your case at no additional charge.
  
  Find out more about Cairns Law Offices:
  
  We are accredited by the Better Business Bureau.
  
  Read client reviews Here.
  
  Go to our website at www.MyPaDivorceLawyer.com
  
  I am rated a top 19 Philadelphia divorce law firm by Expertise.com. To read the review CLICK HERE.

  Services and Fees:

  If you have child custody/visitation, child support issues, property issues, spousal support/alimony issues we can draft a settlement agreement for you. You and your spouse must agree to the terms and conditions. Note that you are not required to have a written settlement agreement in order to be divorced, but If there is any doubt as to how you will handle the issues, you should have a settlement agreement in place before your divorce is final (You may start your divorce and then work out an agreement before the divorce is final if you wish). The cost is $200.
  
  A settlement agreement questionnaire is attached to this email. Please do not email it to us until you have paid for a settlement agreement. A settlement agreement is optional. You can still get divorced without a settlement agreement.

  You or your spouse (wives only) can change to a prior name for $45.
  
  We will draft a new deed to remove a spouse's name from a Pennsylvania property for $100.
  
  Thanks again for your interest. We hope you'll let me and my law office help you get started on your new life soon!
  
  We will send you a couple more emails to see if we can help you, but won't bug you after that. If you'd prefer no further contact, just reply to this email with "Stop" in the subject line.
  
  **This communication does NOT establish an attorney-client relationship with the firm or any individual member of the firm and is intended for general informational purposes only and does not constitute legal advice.
  
  If you'd prefer no more contact, just reply to this email with "Stop" in the subject line.

  -

  To ensure that you receive all of our emails, please add these 4 email addresses to your email contacts/address book:

  [email protected], [email protected], AND [email protected]
  

  Best Regards,
  

  Jim Cairns, Esq

  Cairns Law Offices

  www.MyPaDivorceLawyer.com

  888-863-9115

  Offices in Philadelphia, Pittsburgh, and Erie

  Principal Office & Mailing Address:
  3433 West Lake Road, Erie PA 16505

  
  

  
  

  
  

  :you Details

  Dear Henderson A Murray,
  
  DO NOT REPLY TO THIS EMAIL
  
  Review the attached divorce complaint, then:
  CLICK HERE
  (If you don't click here, you will be charged $35.)
  
  You have a balance due of $00.

  -

  To ensure that you receive all of our emails, please add these 4 email addresses to your email contacts/address book:

  [email protected], [email protected], [email protected], AND [email protected]
  

  Best Regards,

  Jim Cairns, Esq.

  Cairns Law Offices

  www.MyPaDivorceLawyer.com

  888-863-9115

  Offices in Philadelphia, Pittsburgh, and Erie

  Principal Office & Mailing Address:
  3433 West Lake Road, Erie PA 16505

  
  

  
  Regards,
  
  Henderson Murray

  Business response

  06/15/2022

  The client provided only advertising information to the BBB, and it was accurate and not misleading.

  In contrast, I have attached the intake form (The Divorce Wizard), Client Services Agreement (CSA), and the email that the client was sent.  

  The CSA clearly and in capital letters states that there are NO REFUNDS.  The client agreed to the terms of the CSA prior to making payment.

  The email clearly states to CLICK HERE or he would be charged $35.   The client ignored my instructions, and instead signed and mailed his document to us, causing us extra work and 

  the $35 correction fee.  

  Unfortunately, the client did not follow our instructions.

*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. ↩