Complaints

This profile includes complaints for Pacific Northwest Family Law PLLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pacific Northwest Family Law PLLC

  1359 Columbia Park Trl Richland, WA 99352-4770

  
• 

  Pacific Northwest Family Law PLLC

  216 S Palouse St Walla Walla, WA 99362

  

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:02/13/2025

  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 heard your firm to help me with the visitation agreement plan. I guess you could say I paid a $3000 retainer. I was given ****** ****** as my attorney from the start. He seemed really eager to help me my situation talked about how his mom wasnt really in the picture, he sympathize with the fact that I have another son that has never met my other child. Two years later I was getting charged for things that he was supposed to be doing again. This is visitation what I was asking for visitation that wasnt asking for custody because he made it very clear that I would never get custody back , I said OK Ill get it. I was getting charged for charges. I had nothing to do with me for example. one of them was a $300 bill a call and letting you guys know I had been served with divorce papers I have never been married. I would never call the law firm and say I got served divorce papers if I never been married , but yet I had to pay for that rate. The money is just the tip of the iceberg what Im more upset about is the time the time wasted that I can never get back you without seeing my child parents trust u guys with the most precious thing on this earth and you people pray and take advantage of that and you guys should be held accountable for that Family Court is horrible. Its a nightmare and you guys make that even worse the way you guys handle things its not OK its wrong! You ruin peoples lives you guys need to fix this for the next person behind me so that this type of inadequacies dont happen to them doesnt have to go through this most people are already traumatized with the court system we dont need to be victimized by a law firm that is supposed to be helping. I know I wont see a ***** of my money return and thats okay all I ever wanted was to see my child and thanks you this law firm I didnt Im stuck saving money again tell I can afford to hire another attorney I will do my diligence and make sure I hire a great lawyer. Do better for the next person.

  

  Business Response

  Date: 02/13/2025

  At Pacific Northwest Family Law, we understand that family law matters, especially those involving visitation and custody, are deeply emotional and challenging. We take our role in guiding clients through these difficult situations very seriously, and we regret that this individual is dissatisfied with their experience.

  
  While parts of the complaint are difficult to interpret, we want to clarify that no client is billed twice for the same work. Our billing reflects the time spent actively working on a case, including communication, legal analysis, and necessary court-related actions. Of course, we are not perfect, that is why we encourage clients to review all bills carefully and communicate any questions they have within ten days of receiving an invoice.

  One concrete concern I saw was regarding divorce papers when the former client has never been married. Because stopped representation almost two years ago, and the client does not give much on detail. I took the time to look for this instance. There was a time entry in October 2021 for $56 that could be an error. It is hard to tell for sure since so much time has passed. While our policy requires clients to review and raise any billing concerns within ten days of receiving an invoice, we are happy to credit this amount as a courtesy.

  Our firm works diligently to provide clear expectations and strategic guidance in every case. While we cannot guarantee specific legal outcomes, we always strive to be upfront about the legal process and potential challenges. We understand that the family court system can be frustrating, but our attorneys and staff are dedicated to helping clients navigate these matters with professionalism and care.

  We appreciate the feedback and remain committed to serving our clients with integrity and transparency. If there are any additional concerns, we encourage open communication so that we can address them directly.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22938111
  
  I am rejecting this response because:
  I understand that I probably didnt make much sense so let me clarify. These concerns were make within 10 days of the charges. I left numerous messages to all the different paralegals ****** had from ******, I wanna say **** or ***** no ******* or some dude and finally I believe it was *********. ****** apologize at first stating he dropped the ball because ****** was trying to pass the bar exam to become a lawyer her self and had neglected my file I can gave u a detailed printout of all the bills with billing numbers which just bogus charges from talks about  have talks with the paralegal to make sure the dates were calendared for the continued issue like we never went to court never! Do u know he went in to even say that I wasnt the only ******* ****** he was representing! Like okay lies and yes it has been years but if u notice the last bill was either 2023 or 2024 I have still be waiting for whatever paper work was filed to actually hit the court house I mean whoever is reply, does those charges look legit for a visitation agreement? It was from 2021 that I hired ur law firm to finally in 2023 when I was dropped from ur firm because I was asked to pay an additional 1000 which I refused to pay I dont have a declaration I paid for one though the courts dont got it what did I pay for? Oh thats right he got married around this time I guess my money was good to pay for his wedding is about all. all I got were excuses with no reimbursement to nothing look on that **** I sent there at the end it had a payment for 3hundred and some right at the end thats a payment for the charge of me supposedly calling about being served divorce papers I was never married nor was I ever served with any paperwork. I was initiating the visitation! I might even still have the last email I sent ****** if u would like to see and I still got his last voice mail if u would like that as well I paid 3000 dollars for ur law firm to send the courts a representation and withdrawn from you guys that is the only thing he did there wasnt no on going courts I was asking for visitation on a temporary order that was ordered years ago before I hired ur firm so if ur like a more detailed printout I can send all the bills individually. I can tell you that these issue were address in a timely matter hints why in my first letter I stated I doubt Ill ever see a dollar back cause I know it will never happen in fact I dnt want the money I want to be billed for legit charges paper worked to be filed an apology from ur law firm to my court explaining why those 3 yrs went by waiting for ur firm to be my voice the time wasted. I cant believe after seeing the invoice I sent you figured I deserve a 59 dollar credit! Unbelievable shame on you! 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/18/2025

  At Pacific Northwest Family Law, we take all client concerns seriously and strive to provide clear communication and professional representation in every case.

  This particular case was closed nearly two years ago, and until now, we had not received any further communication from this individual regarding outstanding concerns. After reviewing the matter again, we identified one billing error, which has been corrected. All other charges reflect legitimate legal work performed on her behalf, and a detailed accounting of the time spent was provided.

  As is standard practice in family law cases, we rely on ongoing communication and client participation to move legal matters forward. Our firm adheres to clear policies regarding billing and case progression, which were outlined in the engagement agreement.

  While we regret that this client is unhappy with her experience, we remain committed to transparency and ethical representation. For any potential clients seeking legal guidance, we encourage open and ongoing communication throughout the legal process to achieve the best possible outcome. 
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22938111
  
  I am rejecting this response because:
  The charges were contested in the orginal time frame! I have provided documents showing that. Also you say ur firm does not charge for services not rendered well explain these charges to me. It talks about a continuence of what my case never made it to a court room so why am i getting charged for such? Im not the bad guy here im the victim im not gonna say much more other than what ive said before do better you should be helping ur clients not robbing from them! 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/05/2025

  Your concerns have already been thoroughly reviewed, and we stand by our previous response.
  The charges you are contesting were reviewed and removed as a courtesy, totaling less than $100. Your continued claims that you were billed for services not rendered are false. You were provided with a detailed invoice outlining the legal work performed on your behalf, and the charges reflect actual time spent working on your case.
  When clients do not respond to necessary requests or become unreachable for prolonged periods, additional time is spent attempting to move the case forward. In this instance, your lack of participation made it impossible to complete the legal work you initially requested.
  Our firm is committed to ethical billing and professional representation. We regret that you remain dissatisfied, but the facts do not support your accusations.

• Initial Complaint

  Date:02/03/2025

  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 hired PNW Family Law to enforce an order that the opposing party had already been found in contempt for. I was attempting to collect a debt owed. I retained PNW family law because they are the office that had assisted me with the original case when they were called Ashby Law. ***** **** took my retainer and then refused to answer my phone calls, emails, questions, or meet important deadlines. I ended up having to hire a new attorney to handle the case. He never gave me a case plan or budget as promised on three different occasions. When I sent him an email informing him Id hired another attorney and to please send me an accounting of funds used, return of my money in the trust unused per our contract and to forward the files to my new attorney. He did not respond but instead filed with the court a notice he was withdrawing from representing me. He never sent me a copy to this day. He did not sign the documentation for my new attorney ****** ******* and he took several weeks to deliver her with my folder which was very very very thin. Its clear he did not do anything for me case. He never attended a hearing and never met his own contract rules of responding to clients within ***** hrs. I requested a detailed accounting of hours billed, what they were for, and a refund of my remaining trust balance. He refused to send this even after multiple asks to him, his assistant and his accountant. I finally reached out to ******* Ashby who then sent me the detailed accounting. I found several instances where I was double, triple and quadruple billed. I found inconsistencies where ***** **** claimed he was on the phone with me for one house when it was a matter of minutes. I found that he was utilizing an out of date email address and address. I provided my new address and email upon signing my contract. I have asked them to rectify the situation and detailed my disputes with no response and no refund of my trust.

  

  Business Response

  Date: 02/04/2025

  Thank you for reaching out to express your concerns. We take all client feedback seriously, and I want to acknowledge your frustration regarding your experience. Our goal is always to provide clear communication and diligent legal representation, and I regret that you are dissatisfied with how your case progressed.
  After reviewing your file, I want to clarify a few key points. First, our records show that all invoices and a full accounting of your trust funds were provided to you. While there was an initial delay in delivering the invoices, you did receive them, and they contain a detailed breakdown of the work performed on your behalf. Every time entry reflects valid legal work necessary for your matter. Additionally, I have reviewed your invoices and found no evidence of double, triple, or quadruple billing. While some time entries may appear similar, this is due to ongoing legal work spread out over multiple days rather than duplicate charges.
  Regarding communication, our invoices demonstrate that multiple phone calls and emails were exchanged to keep you informed about your case. We regret if you felt this was insufficient, but we did provide updates and responses throughout the representation. As for the notice of withdrawal, it was properly filed with the court as required by professional obligations.
  Your case was more complex than it may have initially appeared. Enforcing an order and collecting on a judgment require careful adherence to state and federal collection laws, especially when dealing with multiple jurisdictions. We had an attorney licensed in ****** who was fully prepared to assist with the necessary collection actions, and we would have welcomed the opportunity to address any concerns you had at the time. Unfortunately, it appears that there were misunderstandings about the scope and process of the legal work involved.
  As of now, your account reflects an outstanding balance, which remains due for the legal services provided.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22894115
  
  I am rejecting this response because:

  on the invoices that were eventually received via email and by the owner not my attorney it is clear that my attorney had been utilizing an outdated address that was not provided to him. This is negligent at the least. I have sent it the invoices with my disputes. After carefully reviewing the billing details and my phone records I was billed for an entire hour for a phone call that only took a matter of minutes. I was double, triple and quadruple billed. My attorney did not file anything to move the case forward, he did not attend a hearing, nor did he send me any copies or any correspondence by mail. This is not just to keep my $4600 retainer when no work was performed on my case. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/10/2025

  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 am writing to formally file a complaint against Pacific Northwest Family Law, located in ********, **, regarding their repeated and unwarranted mailing of promotional flyers to my home address.Despite multiple efforts on my part to stop this correspondence, the business continues to send unsolicited mail. I have taken the following steps to address this issue directly with them:1.Called the phone number provided on the flyers several times to request removal from their mailing list.2.Wrote STOP and UNSUBSCRIBE on the returned flyers and marked them Return to Sender.3.Sent an email formally requesting that they cease sending mail to my address.However, these actions have been ineffective, as I continue to receive spam mail from Pacific Northwest Family Law. This ongoing issue not only disregards my explicit instructions but also constitutes a nuisance and an invasion of privacy.I kindly request the BBB to intervene and assist in resolving this matter. I ask that Pacific Northwest Family Law remove my address from their mailing list immediately and confirm that they will no longer send unsolicited mail to my home.I have included a copy of the flyers I have received.I appreciate your assistance in resolving this issue promptly and hope that Pacific Northwest Family Law will comply with my request. Thank you.

  

  Business Response

  Date: 01/10/2025

  We'd be happy to remove Mr. ********** name from the newsletter list. This newsletter is only sent to clients and former clients of the firm. We use the flier to keep in contact with our clients and former clients and help keep them updated on the law.
  
  We've reviewed the emails and phone calls. We received a single email from Mr. ******** regarding the newsletter that is dated with the same date about an hour before he decided to contact the BBB. If he sent others, we can find no evidence of it.

  Likewise, we've checked the voicemail system and found a single voicemail Mr. ******** left that is dated the same day he sent the complaint about the same time he sent the email and a little before he contacted BBB.

  We're very sorry that the flier distressed him and hope that whatever is happening in his life right now, he feels better without the newsletter we send to all our clients and former clients monthly.

  
  
  
  

  Customer Answer

  Date: 01/13/2025

   
  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 so long as they follow through on ceasing contact and removing me from their lists. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/26/2023

  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've engage PNW Family law to represent me for a child adoption case.I've pre-paid $1500 for the services, of which $718.23 was remaining according to the latest statement.Unfortunately *******************, the lawyer has abandoned the case, did not respond to my emails, phonecalls and voicemail which I've left. I requested a refund of the unused funds, received a read receipt confirmation dated 7/13/2023, but no further communication.Requesting to process the refund for the unused amount of $718.23 per the last statement as well as expressing my disappointment how ***** has mislead me while trying to adopt my step-children.

  

  Business Response

  Date: 09/07/2023

  I am working with the attorney to find out why this client believes his case was abandoned. If he no longer desires further work, we will, of course, issue a refund.

  Many people do not understand the time requirements for adoption, which includes an at home visit and report from a court approved social worker and an *** background check. But we would like to discuss this further before quitting on the client.

  As shown by the emails this client sent you, he was required to provide additional funds because it became apparent that he wanted twice as much work done.

  

  Business Response

  Date: 09/07/2023

  I'd also like to apologize for the delay. The emails from BBB were being filtered to spam.

  I've corrected that now so I will be able to see BBB communications much sooner.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20377294
  
  I am rejecting this response because:
  

  The attached email proves the lawyer in question has accepted full responsibility for the lack of response and dropping the ball completely.

  The response provided by the business to BBB sought to shift the blame on the client by discrediting me for 1) not understanding the process 2) not willing to pay requested additional funds

  1) Specifics to the case is that the children are already living with me, this is a unique adoption case and does not necessary require the regular steps in the process according to the lawyer who is in charge of the case. For confidentiality and protection of personal rights and data of the children, no further detail should be disclosed of the case.

  2) It is an adoption of twins. The business during their review process was assessing the total cost and at no point there was a request submitted to me for a specific amount to be deposited. This is for two reasons:

  a) I am in prepayment on my retainer account, as the statement already provided is evidence to that

  b) the lawyer in question was supposed to provide a draft case for my review which would be presented at court. Only after this review we would have an additional estimation of cost to be paid. We have not gotten to that stage yet.

  I am awaiting the response from the business for next steps and until the draft is provided I cannot confirm that anything has been resolved by *************.

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

  

  Business Response

  Date: 09/23/2023

  ************ has been in contact with the client. They have been able to resolve communication problems to the client's satisfaction and work is proceeding.

  Customer Answer

  Date: 09/30/2023

  Dear BBB,

  I believe I'm still within the 7 days to respond, as I've received your request on 9/23, therefore the case should not be closed, neither concluded as customer did not respond.

  Per the attachment, I have not received yet the draft petition to review. the only document the lawyer provided was a mother's consent form to sign, however it was inaccurate, appeared to be completed in a ***** moment and I have not heard back again from the lawyers since Wednesday.

  Please continue to keep the case open, as it will take longer to resolve with the business. While we are in the process of working through the case, I am not yet satisfied with the business's response.

  Please confirm.

   thank you

  ******

  

  Business Response

  Date: 10/06/2023

  We are continuing to work with this client  and are moving forward with the work he has requested.

  Customer Answer

  Date: 10/12/2023

  Dear BBB,

  Could we put a 2 week review on this account ?

  I wanted to give the business enough time to be able to work through the case.

  Right now they asked me to pay additional funds. I paid $1500 and after that they told me that we cannot move forward until the post placement report has been completed.

  Right now the lawyer has to identify if this is possible with the case he is proposing to the court. As it stands not a single agency in ****** I've talked to accepted the assignment an the lawyer has been notified of this. They have the ball in their court to get this moving forward.

   

  please advise.

  thank you

  ******

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20377294
  
  I am rejecting this response because:
  

  I've paid additional funds this week as requested. The case has been filed with the court, however it will not be finalized and concluded until the post-placement report is provided to the court per Washington law RCW 26.33.200.

  There is an unclear path considering the specific circumstances of the case who is willing to accept and perform this report. This can put the entire work at jeopardy for a complete non-completion and waste of money/effort for the past 15 months.

  It will be crucial for the business to drive this aspect of the court requirement to completion, something which could have been discussed with me and thought about sooner. Until this step of the process has been completed, I cannot accept closure of the case.

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

  

  Business Response

  Date: 10/25/2023

  A post placement report, as youve noted, is common and required. We have several people weve worked with in the past. It is a matter of availability to get the task done as efficiently as possible.
  
  The post placement report does not in any way put work done in jeopardy and risk as long as you are able to pass the post-placement interview and background checks, cooperating fully with the court appointed social worker who will perform the report.
  
  Please request and set time on ****** calendar if you are unclear about the process.