Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had originally signed up because they stated it was free w/them asking for a credit card but stated you could cancel any time. I had originally called to cancel prior to them charging me the first time i got through they said it was done, then i called again because i didnt receive verification and was told i would get it, then i was hung up on before i could say anything. then i found out i was charged and tried to call again, no answer. so i emailed them to cancel my account. no reply whatsoever, called/emailed/called. i tried but nothing i could do.Then i was charged again this year, honestly, there's not way to cancel and they dont answer phone calls or reply to emails its almost impossible to get a reply back. i contact my credit card company and they stated to call them to have it resolved. i rather get the authorities involved or at least get a hold of the BBB. I want my refund back for both years, its ridiculous that i can't cancel unless i email or call and they don't reply. its preditory by it nature. i only have the attached emails since i dont have the 2 times i got through. there customer support is a joke as is their cancellation policy, its really a scam

  Business Response

  Date: 02/05/2024

  It appears you asked on a Friday night at 8pm- this was canceled and refunded Monday morning.  Please make sure you change the registered agent service with the **** as this has not been done if you are no longer wanting service.

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! Incfile charged me for annual memberships for which I cancelled and did not use them for the year. I asked for reimbursement and they said they cannot reimburse me. They charged for annual services that were not even used.Domain and email annual membership: $49 Registered agent membership: $119

  Business Response

  Date: 02/01/2024

  The registered agent ordered by you has a yearly renewal.  The last year was used by your company. The agent needs to be changed by you at the state level.  We will allow a thirty 30 process for this to occur.  Attached is proof at the state level that we are currently the agent.  If your intentions was to not use the company- then this should have occured.  Best of luck on your endeavors.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [I no longer have you guys as a registered agent or anything linked to Incfile. Please send reimbursement for annual services charged that were NOT USED!]
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/02/2024

  There is no refund- the services have been used and still currently have not been changed by your company.  The agent service will stop and not charge you any further. 

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [When I opened my LLC in 2022 I had no clue Incfile would automatically set me up on an annual renewal and then be charged a year in advance for a service I did not use. I thought all I was doing was setting up my LLC. I never authorized an auto renewal. When I saw that I had a charge I reached out to cancel whatever that charge was for. I have not used the annual services for which I was automatically charged in advance for. I dont have incfile as a registered agent either nor anything attached to them. I have attached proof! Please send my refund!]
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/21/2024

  Attached are documents showing a refund was given and no charges have happened since you canceled the service.  Also attached is when the final change was made by you on Feb 1- and no further charges were made after as well. All other services have been rendered.

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [The refund you sent a screenshot of $29 has nothing to do with this complaint. That was 1 of the 3 subscriptions you guys had me on yet your company only sent me a refund for ONE of the subscriptions. This complaint is for the other two charges that was not reimbursed. I never authorized for auto renewal with Incfile. If the company charged me an annual $119 for registered agent from for dates September 2023 to September 2024, yet we are still not past September 2024, how are the services rendered for months that have not happened? Same for the annual $48 domain charge, how are the services rendered on dates that have not occurred since I cancelled on 12/5/2023. I was charged for annual subscription for months that haven't even occurred. ]

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/06/2024

  Hello- when setting up the company you selected the annual renewal subscription with the first year being free.  This will be honered until the end of the time period. 

  Customer Answer

  Date: 03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Hello, I did not accept auto renewal at all. This must be a feature your company has set up without the customers consent. I never received any notice saying I was being auto renewed. I no longer have any service through your company, I did not sure the full year for both annual fees I was charged for; therefore, please send the reimbursement.]
  Regards,
  
  
   
  

  Business Response

  Date: 03/13/2024

  Attached are a few documents the client received. 1. The confirmation of the add -on which was the virtual address for monthly fees. 2. The steps to start using the virtual address- that was completed. 3. August 29, 2023- the customer renewedthe virtual address.

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [I never renewed any services with your company. The screenshots you sent dont show anything. You guys automatically charged my card without my consent. How about sending some proof that I consented to the charge? You guys had my card on file and just charged it. I never signed for the charge to be done! 
  
  Either way, I am no longer linked to your company in any way! I was charged for a year in advance auto renewal done by your company that Im not using and that  have nothing tied to your company! I am not using your services and have not used them! I want my reimbursement!]
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/09/2024

  ********* we are a for-profit company.  When an add on is selected by the client- you have to physically check the box to approve the month to month virtual address.  We also have a one year free for registered agent service- you also selected the box for free for the first year and 119 each year after.  We do not offer lifetime usage of our address for free- this was selected when you ordered.

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [I never selected to be billed $119/year after your "free year". You haven't even sent me proof of that either. I no longer have your company linked to my LLC, I am not using your services so why am I hold accountable for a whole year worth? This makes no sense. What is is that is still tying me your company?]
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/18/2024

  The original order was placed and a yearly fee for this service is on the receipt of the order.  The first year is free and described as so.

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [You haven't sent me any proof of me agreeing to be on an annual subscription. The attachment sent me is generic.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/01/2024

  Attached is the original receipt when signing up- stating the first year is free. The "clicked" approval was done and stated ****** every year after.

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [You sent me a copy of my original receipt. No where on there am I agreeing to an annual subscription after setting up my LLC. I dont have anything linked to your company and should not be held accountable for an annual fee for services not provided by your company.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/06/2024

  The original receipt for the agent service states the free service the first year only.  This was approved by the client.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [I see no proof that I agreed to be billed for an annual fee. I have nothing set up with your company. I want my reimbursement.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/09/2024

  This has been canceled by your request.  No refund is available at this time.

  Business Response

  Date: 05/09/2024

  This has been canceled by your request.  No refund is available at this time.

  Business Response

  Date: 05/09/2024

  This has been canceled by your request.  No refund is available at this time.

  Customer Answer

  Date: 05/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [I want my refund! You charged me for an annual fee yet I dont have anything linked to your company and I am not receiving any of your services. This is unethical practice.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/29/2024

  All refunds have been processed at this point.  Best wishes on your endeavors.

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently started two businesses and I used IncFile (now Bizee) to file my business documents. The trade **** documents were filed on 7/22/2023, and 9/19/2023. Since then there has been no movement on the trade**** orders. I contacted the company beginning on 1/3/2024, and I am being told to wait. I last contacted them b 1/19/2024 by phone and I was told the issue was escalated and there is no timeframe for me to hear back.

  Business Response

  Date: 01/30/2024

  ****- we are working on getting in contact with you.  The state has been behind on all trade names. We are also looking into the completion of your documents.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have attached proof that my trademark applications were not submitted. Incfile/Bizee and their third party attorney's failed to submit my trademark applications, and I have been lied  to about the status of my applications. My applications, and payments were originally submitted to Incfile/Bizee in July 2023 and September 2023, and to this day have not been submitted as the bottom of the draft documents are dated January 2024 (see attachments).

  Incfile/Bizee and their vendors have been negligent in this matter and I want a full refund of the payments I made for all applications.
  
  Regards,

  **** ********
  
  
   

  
  

  Business Response

  Date: 02/19/2024

  It appears the orders were canceled and refunded on 2/5 per your request.  Thank you

  Customer Answer

  Date: 02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to start a LLC with Incfile. I spoke with an agent from Incfile about my goal before I paid. Also, the option for the kind of LLC I wanted was on the application. However, now that Incfile took my money, they can’t process my LLC due to reasons I don’t understand and they won’t explain anything to me. I spoke with different agents about this issue who can’t explain anything to me even though they explained in detail before they took my money. All the agents are unfamiliar with the process and can’t provide me any insight. They refuse to give me a full refund of $330 and can’t provide me with answers to my questions. I was mislead and scammed because they knew what kind of LLC I wanted and guaranteed me this until they took my money and everything changed. I am trying to start a small business and I’m already investing money into starting my business that I’m struggling to obtain just for Incfile to take advantage of me by taking my money without providing me the services they guaranteed me.

  Business Response

  Date: 08/10/2023

  We have spoke with MS Kandi and have rectified this situation.

  Customer Answer

  Date: 08/13/2023

  Better Business Bureau:
  
  This letter is to inform you that IncFile.com, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/9/2023 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:08/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed to end my business and cancel my business with this company so I payed for dissolution. After talking to my state reps I was informed it would dissolve on its own. I called for a refund and was told it had been sent to my bank. My bank has no record of any refund or confirmation number given by Incfile. I'm going in circles and being lied to. The guy on the phone always says it has been returned and when I ask for confirmation he says let me put you on hold so can find that number. I'd like my money back for misinformation.

  Business Response

  Date: 08/08/2023

  Attached are the confirmation of the refund from our bank.  The first attachment shows the request of the refund.  the refund was submitted on 7-6 to the bank and the clients bank accepted this on 7-10.  No other refunds need to be issued as this has cleared from our end.

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  YOu advertise as a free service... LLC is free..but then you are charging $700. I want mine free since that is what you are advertising.

  Business Response

  Date: 06/21/2023

  We waive our service fee and charge the state fee.  We advertise as attached.  We do "all the work" for free and the client only pays the state fee.  I do not see an order- but we are willing to help setup new companies with the state fee paid by the client.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Research Package for my business on the 19th of May. I've called a few times to get a status update for my business in the last month. I was told I had to wait until the 19th of June. The update online showed 40% on June 19th so I called again. Ten minutes later I received an update on my business. The update showed Business Description- Non-Provided along with random Licenses needed for Texas. Nothing to do with my business. I called back and asked for a supervisor. I was informed one would call me back and he did. I was told that I could not speak to anyone higher than him. I requested my money back due to the fact that the services I requested was not provided.

  Business Response

  Date: 06/21/2023

  All business services were rendered.  We do us the business address the client provided- which is the reason for her wanting to change.  All the information provided by ***** was completed.

• Initial Complaint

  Date:06/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for service on March 31,2023 and it was great no complaints I thought it was wonderful. However on May 17 I place another for good standing letter cost $59. After placing I was advise by bank it was not no need. I called back 15 minutes later to cancel but support was closed and didn’t open until 9am the next day. I sent a email requesting the order to be cancel. The next morning at 8 am I get email saying the order was completed. So I called and I got a message saying support not open until 9am. Called back at 9 am explaining I made several attempts to cancel but do to them not being open I had to wait until 9 am to speak to someone and my order was completed. I said I understood it cost them $10 to get the letter and I just asking for the $49 back since I made every attempt to cancel order. They said no so I asked for supervisor same answer no we completed the order I explain how can you cancel when you can’t a hold to someone until the next business day. So I told I I will dispute with my bank. So I did. So they cancel all my services from my first order and block me from accessing any of my state documents no longer have my virtual business address and can’t access the mail that was scanned in. No longer have the register agent service that I was to have for 1 year free. So I called to ask why I was block and they because I had charge back of $59 which was for my second order that had nothing to with my first order. I ask how am I suppose to acces my business licenses and documents that I paid for and my register agent services that came with the package I purchase. They said I have to contact the state and my registered agent services is cancel. They didn’t care that it was to separate orders months apart. Now I have to pay to get my documents from the state pay for a new registered agent service paid the have registered agent changed with the state and address change for my business. To me this bad services all around I spent $527 the 1st order.

  Business Response

  Date: 06/21/2023

  Ms **** filed a chargeback on services that were provided.  Fraudulant activity will not be accepted for any orders and we can not provide services to a client that will do so- knowing the services were provided.

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started two businesses with Inc. File. First experience: no problems. Second one: a disaster. Their free domain service led to a barrage of spam calls at 6 AM - my private info was scattered across the internet like confetti at a parade. They then asked for more money to keep my info private, something they didn't bother mentioning upfront. Customer service was no help. Enrique shrugged it off. Brian was no better, suggesting I should've known better. Stating “We expect our customers to know how domains work before they buy” I chose this state for my business due to its privacy laws - turns out that was pointless. I'm sharing this to warn others - think twice before choosing Inc. File. I wanted a domain service, not a 24/7 telemarketing flood.

  Business Response

  Date: 06/07/2023

  Domain's and emails are setup for the clients needs. The description is given to each individual setting up the domain.  Once you choose waht option you need is then setup.  Mr Pruett selected the best option for his business. Trying to reach all clients needs- Incfile fills out the information per the clients request.

  Customer Answer

  Date: 06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  

  My privacy should be the main concern, not an afterthought that you can sell to me for $12 while holding my domain hostage. 
  

  That’s not how Godaddy handles domains and that’s why they will keep my business an thats also why you are losing mine. Also customer service was unhelpful an rude.
  
  Regards,
  
  A very disappointed former customer 

  Business Response

  Date: 07/07/2023

  Attached are both phone calls from our customer support team with Dominic.  Our customer service team was very professional and patient as the client yelled and screamed at them.  Dominic was asked if we wanted to cancel the service and he declined.  We have rendered all services to this client and have asked if he would like help canceling it.  

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a new business with the help of IncFile. Everything was peachy. Later, I closed the business and IncFile has made it VERY difficult to stop their service. If you are logged in to the portal, there is no method to cancel service, there are no phone numbers or email addresses to cancel service - there's nothing. There's not even a method to completely close your account. You can't. If you LOG OUT, you can find two phone numbers. Both go to recordings and one hangs up before allowing a message (even though it asks for the caller to leave a message), the other pushes people to an email address - but makes it clear they're very busy. My business has been closed for two years. I've been charged $129 each year. Last year I tried cancelling and ran into the same brick wall. This year I tried again with no luck yet. Frankly, I think I should be refunded for both years, but I'll settle for a cancellation and refund of the money I was charged yesterday since I will not be using that service at all in the coming year.

  Business Response

  Date: 05/25/2023

  After speaking with Mr *****- the company is still active on the state site and not dissolved or inactive.  The registered agent service stays active until the client cancels that service with us.  As attached Mr ***** called one time and the call was returned the same day, today.  It is the business owners responsiblity to cancel service or maintain an active agent with the state.  I have now canceled the clients agent service and issued a refund upon his request.