PAGE ONE OF 10 PAGES FROM JUST ONE WEBSITE ON support@rocketlawyer.com

Initial Complaint

03/11/2022Complaint Type:Advertising/Sales IssuesStatus:Resolved

I paid over $400.00 to have Rocket Lawyer expedite the filing of my business documents due to one of their members from their management team contacting me via phone after I initially paid a little over $200.00 through their website to incorporate my business here in ********. The manager by the name of ***** contacted me a month ago urging me to pay a little over $200 more bucks to have the services sped up and delivered within a weeks time. He exaggerated that his company had a team who had a “secret way” of handling the filing to obtain prompt results. I thought this guy was honest since he was a representative of this Rocket Lawyer company so I authorized him to charge my debit card that day with assurance that I would recieve my documents in 7 days. It’s now been over a month and the guy’s now telling me that his team is located in **** who’s handling my filing and they’re not moving as fast as normal. And everytime I contact him it’s the same story. So I’ve been a victim of a definite “false advertisement” and at this point a likely scam by the Rocket Lawyer company. I don’t recommend this company for ANYONE to use in the filing of their company documents or for ANY OTHER USE for that matter. This is a complete dissatisfication of their business tactics to gain money by driving a false narrative of what their company can offer.

Business response

03/11/2022

Hello Adeeb,

We’re sincerely sorry for this situation regarding your incorporation filing with us. It looks like there was a miscommunication between the state and our team, and the same day filing wasn’t processed. We are looking further into this matter and will do our best to ensure our filing process runs more smoothly moving forward. 

As a courtesy, a full refund of all charges has been processed, but please allow up to 10 business days for the refunds to process. Please respond to the refund confirmation email with any questions or concerns at this time. 

Customer response

03/13/2022

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.

Sincerely,

***********************

Initial Complaint

04/18/2020Complaint Type:Advertising/Sales IssuesStatus:Answered

Your website states that creating a cease and desist letter is free with no stipulations, however once you actually complete the form the website demands that you sign up for a trial, which in turn implies that the service is not actually free once the trial runs out.

Business response

04/20/2020

Hi there,

We apologize for any inconvenience or confusion, but we offer a 7-Day Free Trial to create up to three legal documents and ask a legal question to an attorney through our “Ask a Lawyer” feature. The Trial does require card information, but so long as it’s cancelled within the 7 days there is no billing whatsoever. If you have further questions or concerns, just send an email to ********************************** Thanks!

Customer response

04/21/2020

Complaint: ********

I am rejecting this response because:

That’s not my issue. The issue is that I came to your website under the assumption that a particular service you provide was free with no strings attached, due to the way your website’s front page is worded, only to find out that the “free” part was actually referring to a limited trial which your website only mentioned upon the completion of the document form and registration of an account. This is blatantly misleading.

Sincerely,

**** ********

Initial Complaint

07/22/2022Complaint Type:Advertising/Sales IssuesStatus:Answered

I canceled my account the night the 7 day trial was supposed to end. I checked my email for a notification that a charge would be processing soon but had no such luck. I wrote in requesting a refund of the $50 charge and even though the agent could see the account is canceled and I no longer have access to the account, they want to keep the $50 I paid.

Business response

07/25/2022

Hey ********,

We sincerely apologize for this situation, but it looks like your membership was downgraded (cancelled) and refunded on 7/22/2022. We’ve sent you a new refund/downgrade confirmation email, so please feel free to respond to it with any questions or concerns at this time. 

Initial Complaint

01/24/2023Complaint Type:Advertising/Sales IssuesStatus:Answered

I signed up for Rocket Lawyer on 1/13/23 through 1/20/23. I canceled it on 1/16/23 because I didn’t like the service provided. I received an email on 1/23/23 that I would be charged for the service, although I cancelled it on 1/16/23. I called to verify that the account were closed and it wasn’t. I was sent I instructions on how to close it, I followed the instructions, multiple times, I got a message that the account will be closed on the next billing cycle, 2/23/23. I called today, my tenth call, only to find out that the account still says ACTIVE, but not in the email associated with my debit card that they charged, but with another email address that I use.I don’t know if the account is actually CLOSED or still ACTIVE. I should not have been charged anything because I cancelled the app, ROCKET LAWYER, before the seven day trial period was over. ROCKET LAWYER employees can’t offer me a refund for service I’m not using, although they can see that I’ve called in 10 times and all they do is keep sending me the instructions on how to downgrade/cancel the account, although the account is still marked active. The account is active on one email address and couldn’t be found under my other email address, which is the email actually associated with my debit card. My concern is that they show the account active under the email that I DID NOT use to sign up with, I only used the first email for communication purposes.

Business response

01/25/2023

Hello *********,

We’re very sorry to hear about this matter! It does look like your mobile app membership is still active. To cancel it, you’ll need to do this through your phone’s subscriptions (so -NOT-through the Rocket Lawyer app!). Unfortunately, we have completely different billing systems and databases from the ****** Play Store and the Apple Store. If you’re needing a refund, please contact ****** Play support or Apple support. 

Initial Complaint

03/03/2023Complaint Type:Advertising/Sales IssuesStatus:Answered

I signed up for the trial for $5.00. I canceled the same day when the lease I was trying to formulate would not allow specifications for **********. I had to use another service . They continued to charge my account for 11 months at $39.99. I had 2 sick family members hospitalized and didn’t look at my mail for almost a year.. just paid my bills online.. I was in crisis mode. I looked at my bills today and was shocked to see that they charged me over $400 for a service I never authorized. Scam! Don’t trust them with your credit card for a “free trial” that when you cancel they will not cancel.

Business response

03/06/2023

Hello ******,

We’re sorry to hear about your matter, but we do explain at the time of sign up that so long as the Trial is canceled during the Trial period then there is no billing whatsoever. Otherwise, it will convert into a Premium Monthly Plan until it is canceled. 

Our records indicate that your membership was already downgraded/canceled and all of the $39.99 charges were refunded previously as well, so at this time we do not know how to assist you any further.

If there is something else that we can do to better your experience, please email ***************************************** or respond through the BBB. Thank you. 

Initial Complaint

10/03/2022Complaint Type:Advertising/Sales IssuesStatus:Answered

I was asked to use Rocket Lawyer in order to process a lease transaction upon my landlord’s request. I had to put in my credit card to use the platform and without ANY notification they continued to charge me monthly for 45 months. No emails, no alerts whatsoever, and because it was just under my bank alert limit I didn’t notice until now. I don’t even have an Login or password with them and yet they continued to charge me monthly. When I finally noticed the odd charge I filed a chargeback – then when I realized the extent of how long this had been going on, I called Rocket Lawyer up to get a refund for the other 44 months of charges and they said they could not do anything since I had filed a chargeback on the most recent month. This is clearly predatory business behavior.

Business response

10/03/2022

Hello *****,

We’re sorry for any confusion regarding our Free Trial, but we do explain at the time of sign up that so long as the membership is cancelled within the 7 days, then there is no billing whatsoever. Otherwise, it does convert into the Premium Monthly Plan. 

Since a dispute has been filed, you will need to speak with your financial institution regarding any details about it at this point. Once a dispute is filed, it leaves us with our hands tied and only able to work with your financial institution directly. 

Initial Complaint

02/01/2023Complaint Type:Advertising/Sales IssuesStatus:Answered

In 2021, I hired Rocket Lawyer to complete a trademark application for me. The process went smoothly so I decided to continue working with them. A few months back, I received an email from ********************* stating that I had 4 days to complete a Statement of Use or I would lose my trademark. She then proceeds to tell me how much the service would cost. Im not made of money and, at no point was I informed during the initial part of this process that there would be later documents that they were going to look for me to pay them to file. I asked if the process required an attorney or if it was something I could do myself. She assured me that I could do it myself and that all she had to do was remove the listed attorney from my file at the ***** so that I would be allowed to do it myself. I asked if we removed him for this transaction, would it be possible to add him back later. Of course, she told me. I asked her to remove him then asked how long the process would take as just this back and forth took 2 days. No response. i sent 4 additional follow up emails to ********************* asking whether or not the attorney had been removed, none of which have received a response. The deadline passed. I called and emailed customer service. No response. I have now, possibly, lost my trademark and my money all because I refused to pay them more that I already had when the only question I had was had they removed their lawyer so that I could complete the online form myself. Im sure this constitutes some level of legal malpractice or, at the least, an ethical violation as getting paid more money was the focus of ********************* concern.

Business response

02/01/2023

Hello ******,

We greatly apologize for this matter! The representative mentioned was contacted and has reached out to get this fully taken care of. Please follow up with them or feel free to reach out to ***************************************** if needed. Thank you!

Initial Complaint

07/09/2021Complaint Type:Billing/Collection IssuesStatus:Resolved

I got a trial membership with *****************  Cancelled it within the time frame given and I continue to be charged monthly. I have notified them by email, us mail and the answer so my email address is not matching up. My account number sure is.

Business response

07/12/2021

Hello ****

We apologize for this matter, but it looks like this has already been resolved. Your membership was downgraded (cancelled) and you were refunded $119.97, but please let us know if you have further questions or concerns by responding to the refund/cancellation email you’ve received.

Customer response

07/14/2021

Better Business Bureau:

I have reviewed the response made by the business and they would not refund me until I contacted the BBB.  They did finally refund my account.  I feel without the BBB this would not have happened.  Thank you.

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

Initial Complaint

07/05/2022Complaint Type:Billing/Collection IssuesStatus:Resolved

I began a 7 day trial on 5/26/2022. I cancelled the free trial subscription within the 7 days online. Although I did not receive a charge in June, I just received a $39.99 charge! I had to go back out and cancel AGAIN! I should not have been charged this!

Business response

07/05/2022

Hey ****,

We apologize for this matter. It looks like a Free Trial was started and wasn’t downgrade/cancelled during the Trial time, so it converted to the Premium Monthly Plan. We’ve ensured the plan has been downgraded/cancelled and a refund has been processed. Please feel free to ask questions here or by responding to the refund confirmation email. Thanks!

Customer response

07/05/2022

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.

Sincerely,

***********************

Initial Complaint

11/17/2020Complaint Type:Billing/Collection IssuesStatus:Answered

This company has continued to bill my debit card ending in 8404 after multiple attempts to stop collection and refund my money. I used the free trial and was prompted to add my card. Well I did, cancelled before end of trial and was billed. I obviously have to access to the account after requesting them to delete the account. Which they did. Contrary to not having an a count I was billed. I was refunded once for the initial charge, however i have since been billed every month in the amount of $39.99 despite repeatedly telling thos company to stop. I had to start screen shotting my communication because at one point this company contacted me back but has not responded to a single email I have sent them since. While continually billing me. This is a disgusting practice and from what I can read from the BBB website, I am not the only one who has suffered from this issue. I demand a full refund. And an apology is deserved but I doubt I’ll get one. These guys are a RIP off and jerks to deal with. I want a full refund for every charge I have had by this company. There were about 190 in charges against me but one was refunded. I want another refund in the amount of $159.96 and I want this company to delete me from their database and destroy my credit card number and leave me alone and never contact me again. I have screen shots of previous attempts to stop this company from billing me. I also have bank statements reflecting their blatant neglect to hear out my requests as they continued to bill my card.

Business response

11/18/2020

Hello *******

So sorry to hear about your matter! It looks like there has been another account active under essentially an identical email address, but instead of .aherolawncare it is .aherolaqncare. It seems to be a misspelling, but the account was active in a membership, which resulted in these charges.

As a courtesy, please be advised that we have processed an additional refund on top of the previous charge that was refunded in the amount of $159.96. The total refunded amount including the previously refunded charge is $******* 

Please allow up to 7-10 business days for the credits to post to your card by your financial institution.


Additionally, your Rocket Lawyer account has been downgraded (cancelled) to stop further billing.


Please let us know if you have further questions or concerns by calling back the representative who left you a voicemail or by responding to the refund issued email that we’ve sent out to the correct email address.