BBB Accredited Business since

Rocket Lawyer Incorporated

Additional Locations

Phone: (877) 881-0947 Fax: (415) 738-7772 182 Howard St. #830, San Francisco, CA 94105 http://www.rocketlawyer.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers online sales of consumer software.

Rocketlawyer.com is an online platform for legal document services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Rocket Lawyer Incorporated meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Rocket Lawyer Incorporated include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 163 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

163 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 98
Billing/Collection Issues 11
Delivery Issues 3
Guarantee/Warranty Issues 1
Problems with Product/Service 50
Total Closed Complaints 163

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Rocket Lawyer Incorporated
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 4

Additional Information

BBB file opened: January 01, 2008 Business started: 01/01/2008 Business started locally: 01/01/2008 Business incorporated 06/27/2008 in DE
Type of Entity

Corporation

Business Management
Mr. Charles Moore, Founder and Chairman Mr. Paul Bussi, VP of Sales Mrs. Amanda Wolfe, Billing Supervisor
Contact Information
Principal: Mr. Charles Moore, Founder and Chairman
Customer Contact: Mrs. Amanda Wolfe, Billing Supervisor
Number of Employees

125

Business Category

Attorneys Referral Service Legal Information Services Legal Forms


Customer Review Rating plus BBB Rating Summary

Rocket Lawyer Incorporated has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 101 2nd St Fl 4

    San Francisco, CA 94105

  • 182 Howard St. #830

    San Francisco, CA 94105 (877) 881-0947

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/24/2016 Problems with Product/Service
8/24/2016 Billing/Collection Issues
7/28/2016 Problems with Product/Service
7/16/2016 Billing/Collection Issues
5/24/2016 Advertising/Sales Issues
5/7/2016 Billing/Collection Issues
4/29/2016 Advertising/Sales Issues
4/23/2016 Billing/Collection Issues
4/21/2016 Problems with Product/Service
4/9/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I do not know who "Rocket Lawyer" is, but they bill my credit card every month. Several months ago a company called Rocket Lawyer started billing my credit card 29 dollars every month. I have been unable to figure out why, and I have been unable to stop the charges. In the end I have had to cancel the credit card.

Desired Settlement: Refund of 100% of charges over the past 16 months. this totals 467 USD.

4/5/2016 Problems with Product/Service
4/4/2016 Advertising/Sales Issues
4/4/2016 Problems with Product/Service
4/4/2016 Problems with Product/Service
3/30/2016 Delivery Issues
3/30/2016 Advertising/Sales Issues
2/25/2016 Problems with Product/Service
2/5/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Billing Scam I am renting our downstairs apartment and needed a lease agreement. I went online and found Rocket Lawyer and got a "free" membership to print out a lease. This was in September. I didn't think at all about until I looked at my credit card bill in January and found out they were charging me $39.95 a month. They did not tell me that they were going to charge me for my free membership. This is obviously an online scam that people need to be aware of. I found it impossible to cancel my membership on line because it was "free". I could only upgrade to a higher level. I finally called and a computer stated that my membership was cancelled but since I did not give them my name or any other information I will be surprised if it really is.

Desired Settlement: $39.95 per month for 5 months comes to $199.60. A credit to my credit card would be nice.

Business Response: Initial Business Response /* (1000, 5, 2016/01/20) */ Contact Name and Title: *************** Contact Phone: ******************** Contact Email: ************************** ******, We are sorry to hear that there has been this misunderstanding. It is true that with the email address that was provided through the Better Business Bureau, doesn't have an active account with Rocket Lawyer; however, if since you are seeing a monthly billing of $39.95, this tells us that there is an active account. I will try and call you to discuss the matter and locate the account. We would be happy to issue a refund as necessary and come to a resolution, but we will need to find the account first. You can expect an email and a phone call from me to address this.

1/12/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In your website, you said that service was free and after a period charged my credit card for $39.95 In your website, you said that service was free and after a period charged my credit card for $39.95. I signed up for this free service on XX-XX-XXXX made one document that was supposed to be free. My credit card was charged on XX-XX-XXXX with it posting to my bank account on 10-26-2015. Nowhere was it posted that they would charge my credit card $39.95. If they are going to provide a monthly subscription service it should be clearly posted and stated when you are signing up for the account. The lack of clearly posting the cost of the service or the fact that they will automatically charge your card without your permission, could be seen as a deceptive business practice.

Desired Settlement: I would like a full refund and for them to remove my credit card information from their database. -

Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ Contact Name and Title: ****** ******** Contact Phone: XXXXXXXXXX ext. **** Contact Email: *********@rocketlawyer.com Hello, We apologize that you may have experienced confusion regarding the Free Trial and how it works. Upon putting in your card information, the Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. Due to the fact that you have already disputed the transaction with your financial institution and did a Chargeback, we are unable to assist regarding the transaction. Had you contacted us first we would have been happy to resolve the matter. Please contact your financial institution for more information about the transaction. We show that your account was successfully cancelled online on 10/26/2015, which results in no further billing. There should be a separate email confirming the matter. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) If that "free trial and 7 days cancelation" were clear on your website, me and thousands of other customers were not complaining on Rocket Lawyer procedures here at BBB and everywhere. Ask people to cancel something that they didn't ask for is a huge ripoff. For thousands of your customers, includind me, you are doing a serious scam with a trap to catch customers. Final Business Response /* (4000, 9, 2015/12/03) */ We strive to work with our customers in any issues or concerns that they have while using the services. As a reassurance, your feedback has been forwarded to or products team for review. While the terms of the trial are outlined clearly on the trial check out, they will look into the matter. In the meantime your account (as has been previously mentioned) has been downgraded, and since the charge(s) have been disputed with your financial institution, they (the financial institution) will be handling any financial resolution to your account. As a courtesy, I would be happy to provide you free services with Rocket lawyer for an additional month. Please let me know if this is of interest to you. Final Consumer Response /* (3000, 13, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I already inform you many times by emails, I am not interested in do business with Rocket Lawyer. I just want my money back.

1/8/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Keep being billed 39.95 for the last 3 months for a free trial with one document. Please refund and remove billing from my MasterCard. Secured free trial in July and first charge was 7/15/15. I have been charged 39.95 on the 15th of each month since July 2015. That is August, September, October, November and December of 2015 for services.

Desired Settlement: I would like a refund for each month of charges in the amount of $239.70 or $39.95/mo for 6 months. I would also like the charges to stop and I will not use any products.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Contact Name and Title: ****** ******** Contact Phone: XXXXXXXXXX ext. **** Contact Email: *********@rocketlawyer.com We apologize that you may have experienced confusion regarding the Free Trial and how it works. Upon putting in your card information, the Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. We show that your account was successfully cancelled online on 12/21/2015 and as a courtesy, per your request, we have refunded your charge of $239.70 today (12/22/2015). Please allow up to 7 business days for potential bank processing time. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support Complaint Response Date bumped because: Holiday

1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Similar to the others posted. Went to their site to buy one document, I was given the document plus a "free" trial which I charged me for a monthly I was being charge a monthly subscription of $39.95 after purchasing one document and receiving a "free" trial. I did not check my credit card to see this until recently. I was charged for August, September, October and November 2015. Discover denied my dispute. The sales tactics either hides the fine print or does not give teh consumer an understanding of what will happen in the future. I received no notice via email that my "free" trial was ending.

Desired Settlement: I wish a credit to my credit card for $39.95 for the four months I was wrongfully charged.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Hello, We apologize that you may have experienced confusion regarding the Free Trial and how it works. Upon putting in your card information, the Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. We show that your account was cancelled on 12/15/2015. While we are happy to address financial concerns as well, since the charges were disputed with your financial institution, we are unable to issue any refunds. Had we been contacted prior to the bank, we could have done so. Please contact your financial institution for any additional information regarding the disputed charges. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: credit card billing hello I used rocketlawyer for a free trial period in 2013 and went ahead to pay for a document i needed the charge was 4.95 for the document with no mention that i would be billed continously for 34.95 a month. so this November i wanted a document made so i went to the web site and signed in only to find that i was charged 39.95 a month for a total of 1200.00 dollors on a credit card for the 4.95 document i made in 2013 i called to get this clearified and the operator offered me a 1 dollor a month for as long as i wanted the service i said no of corse and demanded a repayment , no email notifactions stating that i was being billed i dont think this is a good practice .the credit card being billed was never in question because i only use it when needed which is not to often so the billing statment were on my part never looked at i just payed on auotpayment to the creditcard company , this was a free trail subcription and i payed a 4.95 which i thought was a one time deal. i feel i was mislead and want repayment for the last two year i was charged totaling 1200.00 + dollors for a little half a page document that should have costed less then 4.95..

Desired Settlement: billing adjustment is all i want.

Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ Hello , We apologize that you may have experienced confusion regarding the Free Trial and how it works. Upon putting in your card information, the Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. In addition, the $4.95 was not a plan that was offered at the time of your subscription, documents normally cost upwards of $49.95 a piece. The $4.95 is a promotion is when a card didn't accept the initial billing, it will automatically transition, so as to not interrupt the legal services being provided. With all that being said, we show that your account was successfully cancelled online on 11/9/2015 and as a courtesy, per your request, we have made the following adjustments to your account. We have issued an additional refund of $998.75 today (11/13/2015). this brings the total refunded amount to $1133.45. This is a full refund. Please allow up to 7 business days for potential bank processing time. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support

11/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Cancellation policy for document defense program is not communicated to customers. Customers automatically opted into program they do not want. Cancellation policy for document defense program is not communicated to customers. Customers automatically opted into program they do not want. Cancellation procedure is written in confusing small fonts to make it more difficult for customers to figure out how to cancel.

Desired Settlement: I want refund on my credit card Also, company should change their web site which was clearly designed to be misleading and confusing.

Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ Contact Name and Title: ****** ******** Contact Phone: XXXXXXXXXX ext. **** Contact Email: *********@rocketlawyer.com Hello , We apologize that you may have experienced confusion regarding the Free Trial and how it works. Any and all of our options for accessing the documents require a selection whether it is to purchase or to use the membership. Upon putting in your card information, the trial membership was selected. The Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. This can be done through your membership tab within the account details, or by contacting us. We show that your account was successfully cancelled online on 10/21/2015 and as a courtesy, per your request, we have refunded your charge of $39.95 yesterday (11/23/2015). Please allow up to 7 business days for potential bank processing time. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Said that service was free and after a period charged my debit card for $39.95. I signed up for this free service on X-XX-XX made one document that was supposed to be free. My debit card was charged on XX-XX-XX with it posting to my bank account on 10-05-15. Nowhere was it posted that they would charge my debit card $39.95. If they are going to provide a monthly subscription service it should be clearly posted and stated when you are signing up for the account. The lack of clearly posting the cost of the service or the fact that they will automatically charge your card without your permission, could be seen as a deceptive business practice.

Desired Settlement: I would like a full refund and for them to remove my debit card information from their database.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ Contact Name and Title: ****** ******** Contact Phone: XXXXXXXXXX ext. **** Contact Email: *********@rocketlawyer.com Hello , We apologize that you may have experienced confusion regarding the Free Trial and how it works. Upon putting in your card information, the Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. As we have also had communication through our survey program, we show that your account was successfully cancelled online on 10/23/2015 and as a courtesy, per your request, we have refunded your charge of $39.95 on 10/23/2015 as well. Please allow up to 7 business days (from the refund date) for potential bank processing time. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support

10/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I originally tried to print only I tried to print only a document and somehow ended up in a trial setting I was unaware I was even in. I closed the account once I found the charge of a monthly fee which I will never use. However, the damage has been done and I am a disabled parent and full-time student. The $39.95 I was charged is a tank of gas for me to get to school and back for a week or food on the table! Something I desperately need more than legal services I didn't choose to be part of.

Desired Settlement: I would like my $39.95 back if that is possible since I will not use the services.

Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ Contact Name and Title: ****** ******** Contact Phone: XXXXXXXXXX ext. **** Contact Email: *********@rocketlawyer.com Hello ******, We apologize that you may have experienced confusion regarding the Free Trial and how it works. Upon putting in your card information, the Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. We show that your account was successfully cancelled online on 9/23/2015 and as a courtesy, per your request, we have refunded your charge of $39.95 today (9/30/2015). Please allow up to 7 business days for potential bank processing time. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Satisfied request

9/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have no idea what Rocket Lawyer is but im being charged a monthly fee of $36 for close to two years and when i write them i get no where. I noticed a about 4-5 months ago on one of my credit card statements that i was being charged a $39.95 charge from Rocket Lawyer. I have no idea what they do or who they are nor would i ever have had any reason to use such service considering i have my own business attorney that i speak with regularly. I did some digging and found that i have been charged this $39.95 since March of 2014 so the amount is quite large as to what they have been taking out of my account. I wrote them and got an email from a ******* ****** that said she was going to send it to some dept there an that they would get back to me. I waited months for a response and during those months the monthly fee kept occuring so i wrote them again, once again ******* writes me back with the same thing. In my emails to her ive asked to explain who they are and what they do and how they have my credit card number and to this date have no answer to any of those questions. My June of 2015 credit card statement didnt have the monthly charge but up until then i had still been getting it. The total they have ran up on my account is $559.30 not to mention the time ive spent out of my busy days having to deal with this to only be blown off.

Desired Settlement: I want my $559.30 back that they have been charging me. I never signed up for anything and by the extremly low probability that i did give my credit card number out i was clearly mislead or tricked into it. I feel either way is sketchy business practice and having once been employed by the BBB of Minnesota and North Dakota myself i know how businesses like Rocket Lawyer thrive on making things so complicated that they just want you to give up.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Hello *****, We show that on 3/13/2014 an account was created on our website connected to an email containing your name. A contract was created on our website that also contains your name. The account was entered into our Free Trial and converted to a paid monthly legal plan because the Trial was never cancelled. When credit card information was entered and the Terms of the Trial were accepted, it authorized us to charge your card for the monthly membership fee until it was cancelled. If you go to rocketlawyer.com and log in with your email address and password *** can see the document that was worked on. It is yours to keep. We apologize that your request for a refund was not addressed in a timely manner. We show that a refund for $39.95 was issued on 5/7/2015. Additionally, we have refunded your remaining balance as of 9/22/2015. A credit of $519.35 will post to your account within 10 business days. Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) THis is exactly what i was looking for. I do feel that even if i was a customer of theirs and i was to sign up for a "free" trial until i was to cancel is shady business. I have seen similar things in the past and in the terms and conditions portion they slide in that they will bill you until cancelled. The other thing i thought was a bit odd was that i didnt get an email from them every month that i was being billed but after i wrote them asking what my charges were etc i started getting a monthly statement from them stating account activity. Now why would they do that??? Its really no wonder that no body trusts anyone in this country any longer especially online, im not one for government interventions and rules telling businesses and people how to run their show but businesses like Rocket Lawyer ruin that for everyone. Ya maybe people need to read the terms and conditions more but really who does. Its a game of got ya playing into the hand of the "free Service" provider and to me thats enough to call it misleading. Just ones opinion. Thanks for all your help clearing this matter up, we can always rely on the BBB to help make things right and ethical. Keep up the good work! Thanks! ***** R *****

9/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They provide a free trial but it has been impossible to cancel - no phone service, no response to three emails in 4 weeks, I've been charged 3 times. They claim a free month trial, and when I went to cancel it, they only allow it via a phone call that you have to make M-F between 9-6pm (really hard when you work). I called three times. First time I was waiting for 15 minutes. The second two for 10 minutes, never an answer. I then tried emailing them and got an automated response saying they'd respond in 1 -2 business days. It has been 4 weeks and no response, I've tried emailing twice this way. They have now charged me three times for $50 each!

Desired Settlement: Please refund me $150 ($50 charged three times!) and cancel all future monthly billing. Please also respond to your phone and emails when people want to cancel. And please extend your phone hours past 6pm to allow working class people the opportunity to cancel their memberships.

Business Response: Initial Business Response /* (1000, 5, 2015/08/13) */ Hello, We apologize that the email requests to downgrade were not addressed in a timely manner. Your account has been closed as of 8/13/2015 and a refund of $149.85 has been issued for your monthly membership charges. Please note that accounts can be closed from your Account Details tab on the website any time of day or night. Customer Support is available 6am to 6pm PST Mon-Fri to assist you as well. If you need additional assistance feel free to contact us during business hours at XXX-XXX-XXXX. Sincerely, Rocket Lawyer Support

8/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i have been billed and have never used this service that is base in USA as i am in South Africa, Please refund me my $39 that is the same as stealing. I have not signed any documents online or phisically but money has been deducted from my account, for a service that is not even provide in South Africa. Please refund my full amount of $39 witch is R498.60 in south African Rands.

Desired Settlement: Refund of money

Business Response: Initial Business Response /* (1000, 5, 2015/07/17) */ Hello ********, We show that your information (name, email address, credit card) was used to create an account on 7/6/2015 to create a contract between 2 parties including a South African business. Please be aware that Rocket Lawyer currently does not carry documents that would cover international or South African law. Our 7 Day Free Trial was entered into and then not cancelled until the day after the Trial ended so it converted to a paid membership on 7/14/2015. Someone who is aware of your email address and password ****** into the site and cancelled the account the day it converted to a membership which was also the same day you were charged. Unfortunately, our systems currently do not have a way to automatically void a charge that transacts on the same day without our customers contacting us. We show that an email was sent to our Support Dept. requesting assistance. The charge in question was voided (reversed) so we would not collect it. Standard US processing time for voids is 7-10 business days. Only 2 days have elapsed since this occurred and there is a possibility that your credit card company will need the full 10 business days (2 weeks) to drop the pending status from your transaction and remove it. The contract that was created in this account can be printed off at any time as it is stored on the website in the account for free. Sincerely Rocket Lawyer Support

7/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Used Rocket Dog for a lease agreement document. At the bottom they have payment options. Option #1-free document and Option #2-$1.00 to print document I choose the $1. option to print the document. They charged me $39.99 on my mastercard. Nothing in their online statement mentions anything other than $1 to print the document. Not only that I had about 10 different calls from different numbers all over the United States leaving threatening messages I had to block the numbers 5 at a time, as that is all my carrier would allow without charging me. I feel I am owed a full refund, but of course you can't get a hold of them by phone. Don't use Rocket Lawyer they are a scam!

Desired Settlement: I would like them to refund my MasterCard

Business Response: Initial Business Response /* (1000, 5, 2015/07/09) */ Hello ******, We apologize that you have had a less than satisfactory experience with our company. According to our records, we show an account associated with your email address but a $1 single document purchase was not what was selected. Our 7 Day Free Trial was selected on 6/24/2015 instead. There has been many attempts to charged your credit card since the Trial was never cancelled and it converted to a Monthly Legal Plan per the Terms that were agreed to. However, all attempts to charge your credit card have been declined. We are not showing any successful transactions taking place. We also show no outbound phone calls made to the phone number we have on file. We have closed the account on file that is associated with your email address so it will not continue to try and bill your credit card. If you are seeing a charge for $39.95 on your credit card statement please contact our Customer Service Dept. as soon as possible as it may be associated with another account. We would need more information from you to locate this charge and resolve your situation. We can be reached Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely, Rocket Lawyer Support Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Made all reasonable attempts to cancel my membership, which is made extremely difficult by RocketLawyer. Still was charged $499.95 I was no longer interested in a membership with RocketLawyer, so I visited the website to see about canceling my membership. Their FAQ leads you to information stating that you can cancel online. When you go to the place to cancel online it gives you a phone number that no one answers. I then received a reminder that my membership would automatically renew in 7 days and was given an email address to contact if needed. I sent an email to the renewals department stating I wished to cancel my membership. I never heard back from RocketLawyer. Seven days later, my account was charged. I called the number in the email, and no one answered. I called the renewals line again and no one answered. Now, as I type this, I have been on hold with them for 37 minutes.

Desired Settlement: I would simply like my account to be refunded the $499.95 and my membership to be canceled.

Business Response: Initial Business Response /* (1000, 5, 2015/06/25) */ Hello, We apologize that you experienced difficulty in getting in touch with us. Our Customer Support Dept. is available Mon-Fri 6am-6pm PST to assist you. Your account can also be downgraded online under your Account Details tab on the website. We do not show any email request to downgrade or cancel this prior to your annual billing date of 6/23/2014. Once of our Representatives reached out by phone on June 18, 2015 to speak with you about your membership but was not successful in reaching you. As of 6/24/2015 your account has been cancelled and the annual charge of $499.95 has been refunded in full. Please allow your financial institution up to 7 business days to process and post this to your card. Sincerely, Rocket Lawyer Support Initial Consumer Rebuttal /* (2000, 7, 2015/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund issued and account canceled as requested.

6/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was reviewing my bank account and found a charge to my account for $39.95, for something I never signed up for and do not even know who this company I was reviewing my bank account and found a charge to my account for $39.95, for something I never signed up for and do not even know who this company even is. My bank has been notified of this unauthorized transaction and they will not be getting the money they took from my account without my permission or knowledge. This is a legal service and yet this is the way they do business? Is this not stealing and against the law? You have to be really bad at your job if you have to take money from individuals who did not even sign up for your service, or did not know you even existed. This is the second time this company has tried this in the last 4 months, and the second time I have had to file a complaint, the next time, I will obtain a real lawyer!

Desired Settlement: I was reviewing my bank account and found a charge to my account for $39.95, for something I never signed up for and do not even know who this company even is. My bank has been notified of this unauthorized transaction and they will not be getting the money they took from my account without my permission or knowledge. This is a legal service and yet this is the way they do business? Is this not stealing and against the law? You have to be really bad at your job if you have to take money from individuals who did not even sign up for your service, or did not know you even existed. This is the second time this company has tried this in the last 4 months, and the second time I have had to file a complaint, the next time, I will obtain a real lawyer!

Business Response: Initial Business Response /* (1000, 5, 2015/05/22) */ Hello *******, We apologize that you are receiving charges from Rocket Lawyer that you weren't aware of. Our services are membership based with either monthly or annual recurring charges. There's a possibility that someone in your household searched the internet for legal documents and used our services without an understanding of what was being signed up for. We would like to assist you in getting this resolved but need additional information to locate an account associated with your credit card. Please contact Customer Support Monday through Friday 6am-6pm PST at XXX-XXX-XXXX so that we can stop any further charges from taking place. Sincerely, Rocket Lawyer Support

5/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This internet company lets you set up a free trial for legal or document help and then in 7 days ends this "free trial" without warning and charges the premium rate of $39.95 for the next week. They will not give you your free document without credit information. I was in a hurry and it was important so I gave it. This kind of company should ask you if you want to continue with a membership or at least warn the free trial is over before they start charging $40 per week!

Desired Settlement: DesiredSettlementID: Refund I ended my membership, which was very difficult to do on their website, before being charged an additional $39.95. I would like the $39.95 they underhandedly charged me.

Business Response: Initial Business Response /* (1000, 5, 2015/04/27) */ Hello ******, We apologize that you may have experienced confusion regarding the Free Trial and how it works. The Terms of the Trial very specifically advised that it was free for 1 week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period. In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit card. We would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes. We show that your account was successfully cancelled online on 4/23/2015 and one of our representatives refunded your charge of $39.95 on 4/24/2015. If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon the terrible service provided, a refund was requested via email & phone. My request was ignored. Tried the FB page. My comment was deleted. I tried Rocket Lawyer for the first time on 05/02/2015 and paid ~$50 to ask a question and receive an answer to my question from a certified lawyer. As of noon of Tuesday 05/05/2015 no answer was provided so I went ahead and sent their Customer Service an email asking for my order to be cancelled and refunded. 2 hours later the question was answered. 15 minutes after that, I got an email from a customer service representative claiming the question was answered and no refund was due. Not only they took advantage of the fact that I requested the refund via email, the answer I was provided with was of no value at all. I asked a 10-line question and received a 2-line opinion with no legal background or justification whatsoever. I was completely unsatisfied with the service and situation - to say the least - so I called RocketLawyer on Tuesday 05/05/15 6pm EST. After a 40 minute waiting period, I got a response saying that there was nothing they could do as the question was in fact answered and that is what I paid for. I questioned the quality of the answer and my satisfaction with the services and - to my surprise - the customer service representative said their refund policy is not based on quality of the service provided. I guess any service equals good service to RocketLawyer. Not to me. I filed a review and a complain on the company's Facebook page clarifying the case and asking for a formal public position. RocketLawyer not only did not respond to my comment, but also deleted it without trying to resolve the situation. I must add that I did my research before trying their service, and it seems they refund policy does relate to quality. "We want you to be 100% satisfied with our Services. If you are less than satisfied or believe there has been an error in billing, please contact our Customer Service Department by email at *******@rocketlawyer.com or by telephone at (XXX) XXX-XXXX immediately so that we can help you resolve the issue."

Desired Settlement: Refund.

Business Response: Initial Business Response /* (1000, 5, 2015/05/11) */ Hello ******, Rocket Lawyer's Q&A feature is to get simple legal answers to simple questions by our network attorneys. Most attorneys are not in their offices on the weekend and we show that your question was posed on Saturday, 5/2/2015. We apologize that there may have been some confusion regarding the timeliness of getting your answer. Your legal question may have been better served by an actual consultation with an attorney if you felt that the 2 separate answers you received were not sufficient. Please be advised that the cost of your Q&A question has been refunded to your credit card. Please allow up to 7 business days for this to post by your financial institution. Sincerely, Rocket Lawyer Support Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Never contacted me to ask about renewal, charged my credit card. My account was up for renewal in March. In the past, I was contacted by Rocket Lawyer to discuss renewal of my account. I was never contacted by Rocket Lawyer Billing to see if I was going to renew my account. Without notice, Rocket Lawyer charged my Credit Card for a full years membership. I am asking them to refund my unused membership. I have contacted them in the past with no resolution. Today I am on hold with the company, and have been for almost an hour. This is totally unsatisfactory.

Desired Settlement: I am asking for a refund in total for the unauthorized charges.

Business Response: Initial Business Response /* (1000, 5, 2015/04/13) */ Hello ****, We apologize for any extended wait time on hold with Customer Support. We show that your account has been cancelled and refunded the annual charge as of 4/13/2015. This also ensures that your account will not renew in 2016 unless it is reactivated. If you have questions regarding your refund feel free to contact Customer Support Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely, Rocket Lawyer Support

4/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: provided me with the wrong papers for a divorce I paid rocket lawyer to get the correct papers for my divorce. I printed them off took them to file and was told all the papers i had were wrong. I went back on there website to see if there was different papers i had to download. there were no other papers I could find. I ended up going to a different site and found everything i needed.

Desired Settlement: i AM SEEKING A SETTLEMENT for them not providing the right papers and false advertisement

Business Response: Initial Business Response /* (1000, 5, 2015/04/27) */ Hello *******, We apologize that your documents were not accepted by the court for your legal matter. While Rocket Lawyer does carry some documentation appropriate for an uncontested divorce, we do not have everything that is required to file in every county. We do advise contacting your County Clerk's office to find out what filing requirements are in your county prior to doing any do-it-yourself documentation. Your Rocket Lawyer membership was cancelled and refunded in full on 4/24/2015. If you need any other assistance feel free to contact us Mon-Fri 6am-6pm PST at XXX-XXX-XXXX. Sincerely Rocket Lawyer Support Initial Consumer Rebuttal /* (2000, 7, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 'Free' Trial is just a ploy to get a credit card number and then charge you until you cancel. Same as almost every other complaint. They advertise a free document (which turned out to be useless in my case). But to get your 'free' document, you have to register for a 'free' trial account. Creating the account requires a credit card number. The fine print says that, after a 'free' week, they will start charging you and will continue to charge you until you cancel. Which is to say, their business model is not premised on charging for a service. Their business model is premised on getting people to sign up and then riding charges for no service until the people notice. That's a scam, not a service. It may all be disclosed in their terms. But that does not make it right. I will wager the entirety of the refund to which I believe I'm entitled that the majority of their revenue comes from individuals who are not using any of their services and, instead, signed up for a 'free' trial and were subsequently charged without their knowledge.

Desired Settlement: I want all my money back. $140. I derived $0 worth of value. They provided $0 worth of service. The entire financial transaction was the result of misleading advertising and an unethical scam premised on fine print. But I will gladly forego the refund if I am wrong about their business model. Again, I wager that the majority of their revenue comes from unwitting individuals who signed up for a free trial and have not subsequently used their so-called service.

Business Response: Initial Business Response /* (1000, 5, 2015/02/17) */ Dear ******, We apologize that there seems to be some confusion regarding Rocket Lawyer's memberships and business model. Our business model is subscription based. Like most free trials, members have the responsibility of managing their own memberships. Since we have no contract or obligation, accounts have the option of being closed prior to conversion to a paid Legal Plan or anytime thereafter. Your account information indicates that our 7 Day Free Trial was entered into on 11/1/2014. On the signup screen for the Trial there was a disclaimer off to the right. It stated: "Use Rocket Lawyer free for one week. After your free trial ends, a Rocket Lawyer plan will start and this credit card will be charged $39.95 per month. If you decide you don't want to keep your plan during your trial, Rocket Lawyer makes it easy to cancel online before you are billed." These conditions were agreed to when you clicked "get document" after entering in your credit card information. We did not receive any notification that this account was to be closed prior to 2/11/2015 which is why you saw a total of 4 monthly billing charges. Each time your credit card was charged, your were notified on your itemized monthly statement. Our Customer Service Representatives would have been happy to help you manage your membership during those billed months if we had received any indication that help or assistance was needed. As of 2/11/2015 your account has been closed and, as a courtesy, half of your total charges have been refunded to you. The account is not eligible for any additional refunds. Sincerely Yours, Rocket Lawyer Billing Dept.

3/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ran onto their website looking for some legal info.I did not to my knowledge enter any credit card info but was charged $39.95 today Many Complaints I was looking for info and found their site.To my knowledge I never entered any info for them to charge me for.no trial membership no nothing.This is a scam because I was on their site 2 weeks ago and they just now charged me.Many similar complaints filed online since I looked

Desired Settlement: refund

Business Response: Initial Business Response /* (1000, 5, 2015/02/25) */ As a point of reference, internet free trials usually require credit card information and nearly always convert over to a paid subscription or purchase of some kind. We advise exercising caution whenever entering personal information on any internet website and contact that merchant's customer service dept. if there are question or confusion. Our customer service dept. is available Mon-Fri 6am-6pm PST to assist you with technical, billing or membership issues should you ever have questions or concerns about what you have signed up for. Rocket Lawyer does not have the ability to obtain a customer's credit card information without the customer actually entering it on the website. We show that your account entered our 7 Day Free Trial on 2/10/2015. To the right of the sign up screen the following information was presented to you: "Use Rocket Lawyer free for one week. After your Free Trial ends, a Rocket Lawyer plan will start and this credit card will be charged $39.95 per month." Under the Get Document button was the phrase: "By clicking 'Get Document' I confirm that I have read and understand the Terms and Conditions, Privacy Policy and Email Policy." Please be advised that we have downgraded (cancelled) your account as of 2/25/2015 and have refunded your charge of $39.95 back onto your credit card. We ask that you allow your financial institution up to 7 business days to post it to your account. Feel free to contact us at XXX-XXX-XXXX if you have any questions. Initial Consumer Rebuttal /* (2000, 7, 2015/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are supposed to enter a refund within 7 days

3/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Deceptive business practices Did a Google search for a business form and of course Rocket Lawyer comes up offering the form for free. They required a credit card number to get the form and a free trial. The form that they produced did not work for the purpose that I needed it for. Finally I fought through their website to find where to cancel the service after a few days of trying. They charged my card for $39.95 before I managed to get it canceled. I noticed the charge on my card and called their customer support and asked for a refund of the charges since I did not use their website past the initial day that I looked for the form that I needed. At first they said that I would get no refund, then they agreed to a partial refund of $25.00. This is not acceptable to me, their website is deceptive, and I did not get $15.00 worth of use out of it, I don't believe that I received anything of use from it.

Desired Settlement: Full Refund, Not partial refund.

Business Response: Initial Business Response /* (1000, 5, 2015/02/25) */ Hello, When you arrived at Rocket Lawyer's website the following information was presented to you to the right of the sign up screen where you selected the 7 Day Free Trial to get your document at no cost. "Use Rocket Lawyer free for one week. After your free trial ends a Rocket Lawyer plan will start and this credit card will be charged $39.95." The Free Trial was started on 1/5/2015 giving you until 1/12/2015 to downgrade or cancel without billing charges or obligation. This account was not canceled until 1/16/2015 and our Terms and Conditions that were agreed to when "Get Document" was selected advise that our Monthly Legal Plans are not eligible for any refunds. As a courtesy to you, our representative that you spoke with on 2/23/2015 gave you a partial refund of $25.00. To assist with a resolution in this case, we would be happy to refund your additional $14.95 back onto your account. Please allow your financial institution 7 business days to process it to your credit card. Sincerely, Rocket Lawyer Billing Dept. Initial Consumer Rebuttal /* (2000, 7, 2015/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be completely satisfied with the full refund. I will watch for the credit on my account.

3/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid for 1 service for the agreed $89 dollars. I now get billed every month for $50. I've contacted them multiple times with no response I've filed complaints with my bank to have the charges reversed. They continue to bill me. These charges were never agreed upon.

Desired Settlement: I want a full refund.

Business Response: Initial Business Response /* (1000, 5, 2015/01/09) */ Hi ******, You came to Rocket Lawyer under the account: ******@fatheadsrescue.org on October 25, 2014, as you had us help in filing a Indiana Non-Proft and get your Tax ID from the IRS. At that time, you were billed the IN state fees and the Tax ID fee. We typically charge $99.95 as a processing fee. At the end of the application, you can either select the standard $99.95 processing fee or enter in to our 7 day trial of our service where we would waive the $99.95 processing fee to complete the order and give you access to our legal services during trial. At that time you selected the 7 day trial to waive the processing fee on October 25, 2014. Your incorporation order was completed on November 5, 2014 as you were notified via email and the hard copies mailed to you. The trial of our service can be canceled at anytime during the 7 days, and you would still save the processing fee. If the trial is still active after the 7 day period, it converts to monthly account of our service at $49.95/mo. When you selected the trial, you agreed to the terms and condition of the trial ( https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial ). We see you were aware of our services as you created multiple legal documents during and after the trial period. When you started your filing and trial with us, you had a chance to speak with one of our incorporation specialist briefly. He noted you were busy at that time and he followed up with you to discuss your incorporation order and trial further. Unfortunately, he was unable to connect with you again as he left multiple message to your number on file as well as sent multiple emails to your email on file with your account. He had most recently tried contacting you on January 7, 2015 and left you a voice mail. The only correspondence we have from you about this is when you responded to an email in December and one as recently as January 4. 2015. We apologize for the inconvenience of not being able to connect. You can return the messages from your incorporation specialist who tried to reach you before in the past or call our main line directly at ************ for assistance on this matter. Regards, ******* Initial Consumer Rebuttal /* (3000, 7, 2015/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I only agreed to pay for the 1 service, the incorporation. I enrolled using a corporate link through pepsico. I do not want to continue this as pepsico offers a legal service that is deducted from our paycheckks. I want the monthly fees refunded. I did not agree to those. Final Business Response /* (4000, 9, 2015/01/15) */ Hi ******, As we mentioned in the previous post, when you came to Rocket Lawyer on October 25, 2014 to submit your incorporation order, you opted into the 7 day free trial to waive the $99.95 incorporation processing fee. Both were presented to you as an option, and you chose the former. During the 7 day trial, you were aware of our services as your created 6 documents at that time. The 7 day trial ended on November 2, 2014 and was still active at that time converting to a monthly membership at $49.95/mo. We also see that after your trial ended, you created an additional 3 more documents with our service on November 12, 2014, but none since then. As a customer courtesy, we will refund the last 2 months of our service at $49.95/mo since you have not used it since November 12, 2014. Your membership was canceled by the incorporation specialist you spoke with previously on January 12, 2015 and no further billing will occur. Please allow up to 3 - 5 business day for the refund totaling $99.90 to post back to your account. We hope this settles that matter. If you have any further questions, feel free to contact us directly at ************. Regards, ******* Final Consumer Response /* (4200, 11, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I didn't know I was under a trial and I didn't know I was going to be charged. As I previously stated, I found your site through our company benefits page and I thought the document creation was free for us through a group plan.

2/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: An unauthorized charge to my bank account. I flew out of Houston XX-XX-XX for a month. Returning I noted an unauthorized charge of $99 on 12-15-14. I would like my bank account credited with the $99 charge. I tried calling the no. on my bank statement XXX-XXX-XXXX, holding for 1 hour. Tried again the number on their web site XXX-XXX-XXXX and again held for 30 minutes-with no assistance from either phone no. I tried contacting through their web site but there is no way to contact Customer Service or complain.

Desired Settlement: I would like a refund for an unauthorized charge in the amount of $99.00.

Business Response: Initial Business Response /* (1000, 5, 2015/01/26) */ Hi *****, Our records indicate that you entered into our 7 day free trial on December 25th, 2014 and created and finished one document at that time under the email address of: **********@comcast.net. When starting the trial you agreed to the Terms andConditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to an annual account on December 13th, 2014 after the trial expired and you were billed $99. We apologize you were unable to reach Rocket Lawyer after the trial period ended when you noticed the billing on your bank account statement. We will downgrade you immediately to a free account, where you will still be able to print any documents you completed in the past. We will also process a refund of $99 back to the card on file as a customer courtesy, but please allow up to 5 - 7 business days for that to post back. If you have any further questions, feel free to call us directly at 877.881.0947, Regards, ******* Final Business Response /* (4000, 12, 2015/02/12) */ Dear *****, We show that your Rocket Lawyer account had been created back on 2/26/2013 to complete a document on our website. It was never enrolled in any membership and left unused until 12/5/2014 when it was enrolled in our 7 Day Free Trial to complete a different document. The terms of the Trial were very specific and shown at the right on the signup page. The first 7 days were available to use at no charge. If the Trial was not downgraded (cancelled) during that time it would automatically convert to a paid membership. In this case, no attempt to downgrade was made during this Trial period so it did convert to the membership per the agreed upon Terms. This is why you were charged. We apologize that you were not able to reach our Customer Support Center for assistance. We are open 6am-6pm PST Monday through Friday with available representatives. We also give the ability to manage your own membership under the Account Details tab on the website. Our records indicate that your account was cancelled on 1/26/2015 and the charge of $99.00 was refunded to your credit card. For questions or concerns regarding your refund, feel free to contact your bank or financial institution for additional assistance. Best, Rocket Lawyer Billing Dept.

2/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Continued recurrent charges after cancelation We subscribed to Rocket Lawyer's service in October 2013 for a free trial. We went past the 30 days allowed to cancel before billing, so I expected to be billed $39.99. A few days after the 30 days I went online to cancel the service. I then asked my wife to watch and make sure they didn't charge us anymore. A month later we were charged another $39.99, so we called to confirm the cancelation. They confirmed that it was canceled, but it would take a couple months to show the credit on our card. We assumed that it had been done, and did not notice that they continued to charge our card. We just noticed that the charges were still appearing on the statements. They had been charging us $39.99 per month since October 2013. This is $599.85 over the initial $39.99. We contacted the company, and they are only willing to refund us $239.70. We request that they refund us the $599.85 we are owed. Thank you.

Desired Settlement: We request a refund of the months billed without authorization. That totals $599.85. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/02/13) */ Dear Mr. ****, We show that on 10/4/2013 Rocket Lawyer's 7 Day Free Trial was entered into and several Estate Planning documents were created. The Terms of the Free Trial were very specific and indicated that you would be charged monthly if the membership was never downgraded (cancelled.) Each month when your credit card statement was issued your account was being notified of a Rocket Lawyer membership charge. We do not show any attempt to downgrade this account via email, chat or with a call to our customer support center prior to 1/30/2015 as we would have been glad to assist you with your membership needs. We show that your account has been refunded a total of $639.20 which is in full. Your membership was also closed so as to not continue to charge your credit card. We now consider this matter closed. Sincerely, Rocket Lawyer Billing Dept. Initial Consumer Rebuttal /* (2000, 7, 2015/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were refunded a few weeks ago when we responded to the BBB at that time. However, for the record we did contact Rocket Lawyer over a year ago to discontinue the service. We were told it would take several months to cancel, so that it would be a while to see the charges reversed. This never happened, and now they're denying that we contacted them. So, we are not satisfied with their customer service, but we did receive the refund. Thank you.

2/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Company continued to bill for a service that was canceled We enrolled in the free trial in October 2013, and canceled after the first bill of $39.99. We then checked the credit card statement the next month to make sure there were no more charges. However, today, after noticing fraud on our card, we noticed that there was a Rocket Lawyer charge. Upon further inspection we found that they started charging us at the end of November 2013 (a month after cancellation), and continued to charge to this day. The unauthorized charged totaled $639.84 over sixteen months. We contacted them today, and they offered to refund $119.95, but that's just a fraction of the unauthorized charges. I request that they refund everything after the October bill, since that's when we canceled. That's a total of $599.85 due to us. Thank you.

Desired Settlement: We request reimbursement of $599.85, which is the total of unauthorized charges. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/02/06) */ Contact Name and Title: ******, Billing Mgr Contact Phone: XXXXXXXXXX ext **** Contact Email: ******@rocketlawyer.com Hello ****, Thank you for contacting Rocket Lawyer support. Please be advised that we have processed an additional refund in the amount of $399.50 to the credit/debit card you used on Rocket Lawyer. Please allow up to 7 business days for the credit to post to your card by your financial institution. The original reason for decline for a full refund was we did not receive any contact from you regarding those charges after your trial had rolled into our paid membership. However, we have downgraded your plan on 1/30/2015. First initial refund given was a total of $239.70. I have issued an additional $399.50. If you have further billing concerns, please contact me directly at ******@rocketlawyer.com Sincerely, ****** RocketLawyer Support Team www.rocketlawyer.com Initial Consumer Rebuttal /* (2000, 7, 2015/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) We did contact you several times to cancel, but you continued to charge our card. In any event, the refund is satisfactory. Thank you.

1/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Continued charging me for several months for a trial membership I cancelled - very high fees! I am a student. I was having problems with a landlord and I needed an urgent response. I did not get a response on a free forum, and Rocket Lawyer offered a trial membership with a guaranteed response to a question within hours. I signed up, but I did not get a response to my question within the time needed and so I de-activated the membership and notified them I did not get the promised free response and was cancelling. When I checked my credit card statement, I have been charged $39.95 a month by them several times for a membership I cancelled and services I never, ever used. I asked them to provide a refund and instead they sent me an email telling me they had "cancelled my membership." I am a student who does not have the money to throw away forty dollars a month on a membership I cancelled. I do not know what problem exists with their subscription services that they did not process my cancellation I cancelled within 24 hours of the trial membership, maybe this was considered unacceptable? They should not have charged my account and I am requesting they please provide a refund. This is very unethical and the fees are extraordinarily high. It reminds me of some sort of porn subscription or something like that where they make it impossible to cancel or do not process your cancellation then charge you every month. However, these fees are the highest I have ever seen. I think it should be clear from your records I have never used the site at all beyond asking my one free question, which I never saw a response to, and that I requested to cancel my service and followed cancellation procedures within 24 hours of the trial membership.

Desired Settlement: Please provide a full refund to my credit card. If I ever need to use your services in the future or know someone who does, I will be sure to let them know you are a reliable and ethical business. These fees may be appropriate for a lawyer, but they are certainly not something a student of history can absorb. As I said, I do not know what prevented the proper cancellation of the account, but I had ended my services within a twenty-four hour window of signing up for your "free trial."

Business Response: Initial Business Response /* (1000, 8, 2014/12/22) */ Hi ********, We see you entered into our 7 day free trial on September 17, 2014 under the email address: ***@fas.harvard.edu. At that time you submitted a legal question at 10:44am PST. We see that an email was sent to you the same day moments later to confirm that an attorney responded to your question. Reviewing your account activity, we actually see 2 attorneys responded to your question that same day at 10:52am PST and 10:53am PST. If you log into your account, you can see both responses from the attorney with a time stamp if needed. We also do not have any record of you calling in or emailing within 24 hours to cancel your trial membership. Since we have no communication on our end to cancel the trial, it converted to a monthly account after the 7 day trial ended as stated on our terms and conditions (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial) at $39.95/mo on September 25, 2014. We apologize for the inconvenience and will process a refund for the 2 months of $39.95 you where charged. The total amount refunded will be $79.90. Please allow up to 5 - 7 business days for that to post back to your account. If you have any further questions, feel free to reach us at ************. Regards, *******

1/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I OVER DRAFTED IN MY BANK TWICE BECAUSE OF THEM! THEY ADVERTISE THAT IT WILL COST YOU $0.00 FOR A FREE 1 WEEK TRIAL! ITS NOT FREE THEY MADE AN UNAUTHORIZED CHARGE TO MY CARD! THEY ADVERTISE ITS FREE FOR 1 WEEK AND ITS NOT! MY BANK WAS AT EXACTLY $0.00 AND THEY MADE ME OVERDRAFT BY CHARGING $.1 AND I NOW HAVE 42 DOLLAR FEE THEY WONT HELP ME WITH WHEN ITS THEIR FAULT! THE SECOND FEE THEY CHARGE WAS THE 39 DOLLAR FEE AFTER 1 WEEK THAT WAS SUPPOSED TO BE CANCELLED (BUT MY PHONE DIED ON THE 1ST DUDE SO HE LEFT IT OPEN) THEY REVERSED THE 2ND FEE BUT NOT THE FIRST AND NOT MY OVER DRAFTS THANKS TO THEM!

Desired Settlement: MY OVERDRAFT FEES PAID TO MY BANK

Business Response: Initial Business Response /* (1000, 5, 2014/12/22) */ Hi ******, Our records indicate that you had entered into our 7 day trial under the email address: *********@aol.com on December 11, 2014 and created one document at that time. When entering into our 7 day trial, you had agreed to the Term and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). When the starting with the trial with Rocket Lawyer, we only do a pending authorization of $0.01 to confirm the card on file is valid. According to our notes, you had called in on December 12, 2014 and spoke to a customer service representative upset with the trial. The representative had put you on hold to speak to their supervisor, but when they came back you were not on the line anymore nor did we hear back from you. The next communication we had from you was on December 19, 2014, after your 7 day trial had expired to cancel your account, which a representative took care off. If the trial is not canceled within the 7 days, as stated in the terms and conditions, it automatically converts to a monthly membership at $39.95. Your card was declined at that time so you were never charged $39.95 due to sufficient funds. As mentioned prior, we do a pending authorization at $0.01 at the beginning of the trial. We do not charge the account. You mentioned that there was $0.00 on the account and you were charged an over draft penalty fee of $42 for the $0.01 charge. If you can provide us documentation of the $0.01 charge on December 11, 2014 and the over draft penalty, we would be happy to look into is and work with you on a refund. You can contact us via email or call us directly at 877.881.0947. Regard, *******

12/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This website advertise free legal documents in which you can create, download, and print. At the end this company request your credit card information I spend four days creating a business plan because this site advertise that it is free. When I reached the end of my document to download and print I was not able to because this site was requesting my credit card information.

Desired Settlement: This site should stop the false advertisement and specify in the beginning that there will be a few.

Business Response: Initial Business Response /* (1000, 5, 2014/11/18) */ Hi ******, We are sorry for your inconvenience when coming to our site. We do offer a free document when new users enter into a 7 day free trial with Rocket Lawyer. In order to start the 7 day trial we ask for a credit card, but do not bill the card during the 7 day trial. You can cancel at anytime during the 7 day trial and you will not be billed and still have access and the ability to print any completed documents during the trial period. Your account under the email address: *********@gmail.com is currently a free account and never started a trial with us. If you would like to access your document in your account, you are more than welcome to start a 7 day free trial with us and cancel at anytime. To learn more about our trial: https://www.rocketlawyer.com/plans-pricing.rl. If you have any further questions, you can reach out to us directly at ************* Regards, *******

11/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: false advertisement pls see my account that i was charged $90 for California LLC set up. The state fee is $70 but rocket lawyer advertised it's FREE service. their rep called me one time and told me the state fee was $90 which I later discovered wrong. The $20 was probably for the Information to be reported within 60 days of incorporation with $20 state fee, however I was told that was NOT done and will not be done. Additionally this company is very fishy - it did not say anywhere that Rocket Lawyer will no longer be the registered agent when membership was cancelled. They forced me to switch to different agent which then I had to pay another $20. For all these mistakes - they charged me $45 of membership fees!!

Desired Settlement: please refund $45 membership fee, $20 extra charge and $20 switch register agent fee total $85

Business Response: Initial Business Response /* (1000, 5, 2014/11/11) */ Hello *******, We apologize for misunderstanding of our trial service when incorporating your business. You had entered into a 7 day trial with us on 10/15/14 when you filed your LLC through us. We first receive an email from you to cancel your trial on 10/24/14. Since this was after the 7 day trial, your account converted to our monthly membership for legal support of $49.95 on 10/23/14. You also has called in and spoke with a representative to cancel your account on 10/27/14 which he handled at that time. We will process a refund of $49.95 back to your card on file as a customer courtesy. Please allow up to 5 - 7 business days for that to post back. As far you mentioning we charge an extra $20 on the state fees, the $90 fee is correct. CA state fees are $70 plus there is a separate, non-refundable $15 service fee the state charges as well. That is mentioned on the actual articles: http://www.sos.ca.gov/business/llc/forms/llc-1.pdf. Also as of January 2013, CA started charging an additional $5 fee for a certified copy of your Articles. The $5 certified copy fee is stated on the CA Secretary of State website, under the "Copies" section: http://www.sos.ca.gov/business/llc/forms/llc-12.pdf. That is the reason for the additional $20 to the state. You can easily change your Registered Agent on your Statement of Information form, which our representative explained you still need to file. That is under #12 and #13 which has a $20 fee: http://www.sos.ca.gov/business/llc/forms/llc-12.pdf. I hope both of these explanations will suffice for the additional $20 state fee along with how to change your Registered Agent when filing the Statement of Information. If you have any other questions, feel free to call us directly at ************* Regards, *******

11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer provided the form with missing information. When I submitted it to the Registry of Deeds in Massachusetts it was rejected. I purchased their product, a quit claim deed, in order to move a property into another name. Rocket Lawyer provided this form but did not fill it out correctly according to Massachusetts Registry of Deeds. I provided all the information to them to put in the form, of which I did not know how to fill out at the time in order to accomplish this transfer. On top of that, this form can be downloaded free at any library or deed office but I was charged $399.95 and didn't even get the form completed correctly so now I have to start this process all over again. This is the message they sent me,"Please note that this account is confirmed downgraded as of 11/01/2014. Unfortunately pursuant to our terms and conditions this account is not eligible for a refund". So now after the fact, my account was downgraded, they refuse to refund or even redo the form correctly for me, and they would not send it it Massachusetts deed office. I was charged $400 for someone to scribble incorrect information on a piece of paper that was worthless.

Desired Settlement: $399.95 for the product and service purchase cost. Form was not done correctly per the Worcester MA District Registry of Deeds quoting "Property description is missing" "Title reference required within legal description (MGL Ch 183 §6A) BOOK & PAGE OF THE DEED".

Business Response: Initial Business Response /* (1000, 5, 2014/11/05) */ Hi *******, We see that you came to our website and created the document in question on December 23, 2013 and purchased our Annual service at $399.95/yr. That gives you access to all our documents along with attorney services that range from free consultations to free document reviews. We received an email from you on September 28, 2014 asking for a refund 9 months after your purchase. Unfortunately due to our terms and conditions, this account is not eligible for a full refund. As a customer courtesy, we can give you a pro-rated refund of $100 from the time you first emailed in. We will also extend your membership for another year until December 23, 2015 so you can create another document if needed. You can also have an attorney review the document as a benefit of your legal plan before submitting to an organization. If you have any other questions or would like to discuss further, you can reach us at ************* Regards, *******

11/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer tricks you into signing up. Then they refuse to discontinue billing I signed to try Rocket Lawyer in Sept, 2014. After receiving one piece of advice, I asked to unsubscribe. However, they continue to bill visa 39.99 each month. Rocket Lawyer has no place to discontinue on line. When i phone, the line is either out of order or they hang up.

Desired Settlement: The phone number for Rocket Lawyer is X XXX XXX` 0947. I am not using the service and want a refund

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ Hello *******, Our records indicate that you entered into our 7 day free trial on February 10, 2014 and created and completed documents at that time under the email address of: *******@comcast.net. When starting the trial on February 10, 2014, you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account at $39.95 on February 17, 2014. Since then with your account history, you created and completed additional documents in April, May, and July. Customer are only able to complete documents with an active membership so you were aware of your Rocket Lawyer legal plan as you came back to the site multiple times to use our services. Our records indicate you had called in on October 21, 2014 and spoke with a customer service representative who explained your account and billing. The call dropped, and the customer service representative called you back, but was unable to connect. Shortly after that you had cancelled your account on your own through your Account Details. We apologize for the confusion of our trial process. We will refund to you the last 3 months of our service ($119.85) as a customer courtesy as you have not created any new documents since July . Please allow up to 5 - 7 business days for the refund to process. If you have any further question or would like to discuss, feel free to call us directly at ************* Regards, *******

11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 10/17/2014 Visa **** 6375 $39.95 9/17/2014 Visa **** 6375 $39.95 8/17/2014 Visa **** 6375 $39.95 7/17/2014 Visa **** 6375 $39.95 6/17/2014 Visa **** 10/17/2014 $39.95 9/17/2014 $39.95 8/17/2014 $39.95 7/17/2014 $39.95 6/17/2014 $39.95 5/17/2014 $39.95 4/17/2014 $39.95 3/17/2014 $39.95 I called and was told that I would be unsubscribed They offer consulting

Desired Settlement: I would like to have all these unauthorized payments refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ Hello *******, Our records indicate that you entered into our 7 day free trial on February 10, 2014 and created and completed documents at that time under the email address of: *******@comcast.net. When starting the trial on February 10, 2014, you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account at $39.95 on February 17, 2014. Since then with your account history, you created and completed additional documents in April, May, and July. Customer are only able to complete documents with an active membership so you were aware of your Rocket Lawyer legal plan as you came back to the site multiple times to use our services. Our records indicate you had called in on October 21, 2014 and spoke with a customer service representative who explained your account and billing. The call dropped, and the customer service representative called you back, but was unable to connect. Shortly after that you had cancelled your account on your own through your Account Details. We apologize for the confusion of our trial process. We will refund to you the last 3 months of our service ($119.85) as a customer courtesy as you have not created any new documents since July . Please allow up to 5 - 7 business days for the refund to process. If you have any further question or would like to discuss, feel free to call us directly at ************* Regards, *******

11/3/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I was notified on October 25, 2014 via email by Rocket Lawyer about renewal of my annual contract was due in 7 days. The email had a link to renewalrocketlawyer.com contained within the notification email. I was unable to sign or log in. I went to Rocket Lawyer website and found the same issue of being unable to log on. I noted many "error" messages on the logon screen when I opened the site (multiple attempts made). I called the company number provided (XXX-XXX-XXXX)and was on terminal hold. I finally disconnected. I was able to send an email to Rocket Lawyer about contacting me immediately due to the short time frame of auto renewal if I did not renew, downgrade or cancel. I then checked Internet and found many complaints about the exact same issue re renewal or auto sign up for failure to contact Rocket Lawyer to renew or cancel. At this point in time, I am very uncomfortable of being unable to contact the company at all (via phone or internet). Because of this I wish to cancel my contract before the auto renewal initiates. How do I do this when I can not contact the company by phone or Internet? Product_Or_Service: Legal Document access

Desired Settlement: DesiredSettlementID: Other (requires explanation) Confirmation by RL my auto renewal annual contract has been canceled and my credit card will not be charged. I also need do an advance notification to Rocket Lawyer that I will be putting a "stop" on my credit card so Rocket Lawyer will NOT attempt to charge my account. I will continue to try and contact RL but at this time I have my doubts I can within the 7 day time frame. Also need confirmation RL provides access to documents already in my account w/o charge per contract after canceling.

Business Response: Initial Business Response /* (1000, 5, 2014/10/31) */ Hello *******, We apologize for the inconvenience of not being able to contact us when you received the email notifying you of your account renewal. If you had tried to reach us over the weekend, we did not have our staff available at that time. On Monday (10/27), we were able to get to your email for the first time. At that time, we canceled your account and it will not renew. An email confirmation was sent to you to confirm the same day. You do have access to all our benefits and features until 10/31/14. On November 1st, you will have a free account with us and still be able to access and print your documents you completed. If you have any further question, feel free to reach us at ************. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Rocket Lawyer did in fact send an email confirming my annual account has been canceled. They further confirmed I still have access to my completed documents at no further charge. I believe RL is correct in stating that my phone call(s) were on a weekend but instead of being transfer to a phone message system I was put on hold and could not leave a message. I do not understand RL's statement "...we were able to get to your email for the first time..." My email address has not changed nor did I have a problem with my email. I will continue to monitor my credit card for any unauthorized charges by RL. I wish to thank RL for responding BEFORE the renewal deadline and to thank BBB for so quickly working on this issue for me. *******

10/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Did trial billed 07/23/14 again 08/25/14 now 09/21/14. Rip off after called to cancel on 08/01/14. Account under ****** C ******* I'm his granddaughter and my debit card was placed to print documents in his behalf. First bill 07/23/14 called and request cancellation. Billed again on 08/25/14 and now on 09/21/14. Do I have to cancel the debit card in order for this company to stop billing me for services I am not utilizing?

Desired Settlement: August and September billing of 39.95.

Business Response: Initial Business Response /* (1000, 5, 2014/09/24) */ Hello ******, Our records indicate that you entered into our 7 day free trial on July 12, 2014 and created a few document at that time under the email address of: ************@gmail.com. When starting the trial on July 12, 2014 you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on July 20, 2014 on a recurring basis and billed you $39.95 that day. Unfortunately we have no record of you calling in on July 23, 2014 and August 1, 2014 to cancel your account as you stated. Your account was canceled on September 22, 2014 by a customer service representative after we received an email from you the day of to cancel your account. As a customer courtesy, we will refund the 2 charges of $39.95 ($79.90) from August and September. Please allow up to 5 - 7 business days for that refund to post back to your account. Your account is currently a free account and no further billing will occur. If you have any questions, feel free reach us directly at ************* Regards, *******

9/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Deceptive business practices In Feb of 2014 I went to Rocket lawyers website to look at a rental agreement for a house. Yesterday, I looked at my credit card statement and noticed that they had been billing me $39.95 per month since Feb, for a total of almost 200 dollars. I called and spoke with a rep who instructed me to send an email to the refund dept. He also told me that when I agreed to buy the initial document, I was automatically signed up for a monthly fee of $39.95. Said it was in the small print on the page. I never saw it or agreed to it. I asked if I could speak to the refund dept and was refused. I followed the instructions to send the email and received this back: We show that a 7 Day Free Trial was started on 04/09/2014. When that account was not downgraded during that trial period, per the agreed upon terms of the trial, the account entered the paid Legal Plan on 04/17/2014. Please note that this account is confirmed downgraded as of 09/16/2014. Unfortunately pursuant to our terms and conditions this account is not eligible for a refund. As a courtesy, we have refunded you $79.90 for 2 months of service. Since your Rocket Lawyer membership has been downgraded you will not be billed again. This is obviously a scam and needs to be rectified. I plan on a small court case, but the BBB should NOT endorse this type of deceptive behavior. Please get back to me. Thanks.

Desired Settlement: 5 months at 39.95 if they indeed refund the 2 months they said they would. 200 dollars

Business Response: Initial Business Response /* (1000, 5, 2014/09/18) */ Hello ******, Our records indicate that you entered into our 7 day free trial on April 9, 2014 and created and completed one document at that time under the email address of: ***********@hotmail.com. When starting the trial on April 9, 2014 you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on April 17, 2014 on a recurring basis. We see that two refunds of $39.95 was posted on our end on September 17, 2014 as a customer courtesy. We apologize for the confusion of our trial process. We will go ahead and refund the remaining 3 months of the service you were billed for a total of $119.85. Please allow up to 5 - 7 business days for the refund to process. After that, you will of been refunded the 5 months you requested. If you have any further question, feel free to call us directly at 877.881.0947. Regard, ******* Initial Consumer Rebuttal /* (3000, 7, 2014/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) No! I want the 7 months that they billed me for! They originally said they would refund 2 months. That leaves 5 months. I demand a total of 7 months at $39.95 That's $279.65. Final Business Response /* (4000, 9, 2014/09/22) */ Hello ******, As we indicated in our previous response, you had started the 7 day free trial with Rocket Lawyer on April 9, 2014, not in February of 2014. That was the time you created rental agreement. Your trial ended on April 17th and were billed $39.95 on a recurring monthly basis (every 17th of the month). Your account was canceled by a customer service representative on on September 16th, 2014. You were originally billed $39.95/mo for 5 months (April - August). On September 17th, $79.90 was refunded to you for 2 months of billing. The next day on September 18th, $119.85 was refunded to you for the remaining 3 months you were billed. Please allow up to 5 - 7 business days for all refund to post back to you account, but you have already been refunded all money spent with Rocket Lawyer. We consider this matter settled. If your records indicate other-wise, please give us a call directly at ************ to assist. Regards, ******* Final Consumer Response /* (2000, 11, 2014/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the refunds are followed thru, yes this case is closed.

8/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bogus charges, ongoing until questioned. I used their site to access a legal document, and signed up for their free trial period, which requires credit card to allow access. Once accessed, discovered the document was insufficient for my needs, and immediately cancelled/downgraded my membership, to avoid any "subscription" or "service" charges. Received online confirmation that my "membership" had been downgraded to the free version. Noticed today that they had been charging my account $39.95/mo since the trial period ended. They do not allow personal contact to their billing dept. Only email contact. I emailed, and was immediately told they'd refund all but one month's fee. I said that was unsatisfactory, and requested the additional fee refund too. The fact that they instantly replied and complied with refunding $119.85, but kept $39.95 says to me, that's part of their business model. Lure people in w/ free trial, but then make it "difficult" to actually cancel said free trial w/ out being charged. Seems pretty bogus, to me.

Desired Settlement: I'd like to see the other $39.95 they charged but have not refunded, refunded. Thank you for your assistance.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ Hello ****, I am sorry about the confusion around your account. We feel that the terms of the free trial and membership are clearly stated when you signed up. However, given that you had thought you cancelled I have asked the billing department to refund the $39.95 you requested. I hope this resolves your issues. If you do still have questions, please call out main customer service line. Regards, *******

8/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged $49.00 dollars to be able to prepared and print a power of attorney, that was no good. I was charged on 07/24/2014 $49.00 to my credit card to be able to prepared and print a power of attorney. I summited the form to the social security office to be able to represent my handicap brother to is mentally ill, and was told that this paper were no good and that the rocket company had scam me. That I will need to hired an attorney to prepared this paper. That the same papers that I got from the website, I could get them for free at the Daley Center and any Government agency. That I needed to report this to the BBB agency. I feel I have been scam and I don't know what other charges I will encounter with this company. I want any money that was charged to my credit account and my account to be closed and no further contact in any form from this company r its associates.its misleading advertisement.

Desired Settlement: To be refunded any money that was charged to my account and any further charges that made be pending that I don't know about, for account to be closed, and to have no further contact with this company or its associates.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Hello *****, Our records indicate that you entered into our 7 day free trial on July 24, 2014 and created two document at that time under the email address of: *******@live.com. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). During the trial period, we only place a $0.01 per-authorization on your credit card on file. You can cancel the 7 day trial at anytime during the trial period and you will not be billed and still have access to the account. If the trial is not canceled within the trial period, it will convert to a monthly members of $39.95/mo after the trial period ends. You had emailed our support team on July 25, 2014 requesting to cancel your trial. One of our customer service representative received your email that day and canceled your 7 day trial within the trial period. You should not of been billed by Rocket Lawyer and currently have a free account with no other future billing. If your records indicate otherwise, please give us a call directly at 877.881.0947 to see if we can help locate that charge. Regards, *******

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Signs you up for a subscription service that is perpetually billed without realizing you are subscribing. Husband searched for a free medical form for sister. Gave CC# and sister's email. Didn't realize they were deducting $39.95/mo for several months. Called CC company, said to contact them and found out we were subscribed to some service. They did issue a refund for 2 mos service, one of those months is for the current month. CC says they can't do anything since we were subscribed, but we never knew we were subscribed. They billed for I believe 5 months.

Desired Settlement: The practice of subscription needs to be made clearer on each form. If you look here,which you can find by a google search, https://www.rocketlawyer.com/form/power-of-attorney.*********************************** there is no mention of a subscription service!!! I'd like our remaining 3 months subscription cost but more importantly for them to include the fine print.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Hello *******, Unfortunately I am unable to locate your account since you put in your sister's email address. I was unable to find your account by searching your name or the email address: *******@bellsouth.net. Please call me directly at ************ so I can get more information to locate your account and assist. Regards, ****

8/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Account charge without authorization I was charged a monthly fee from my bank account for a service I did not get without authorization. I would like a refund for the $39.95 I was charged. This occurred during the beginning of August 2014

Desired Settlement: The $39.95 I was charged for the service for which I did not ask for is all I want refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Hello ******* , Our records indicate that you entered into our 7 day free trial on July 30th, 2014 and used our "Ask a Legal Question" feature at that time under the email address of: ************@yahoo.com. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on August 7th, 2014 after the trial expired and you were billed $39.95. You had downgraded your account on August 8th, 2014 after your trial had expired. We apologize for the confusion of the wording of our free trial process. As a customer courtesy, we will refund the $39.95 charge. Please allow up to 5 - 7 business days for that refund to post back to your account. Your account is currently a free account and no further billing will occur. If you have any questions, feel free reach us directly at 877.881.0947. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) A refund was offered which is all I asked for so I am satisfied.

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Said I would have a free-trial period. I had to give my credit card number before I could even start the free-trial. Said I could have a free-trial period, but would not let me try it without putting a credit card on file. No notification that trial period had expired, found out when I checked my bank account. Called in and the representative said you had to "downgrade" to the free services before the period ended. They then bill you for a membership. Told her there was no where to "downgrade" when they took my card information initially, I wanted to "try" the service and then decide. I didn't even "try the service" I did not complete the process, but it would not let me go back to my information, so I figured it did not go through. Obivously I was wrong, I did not want their membership.

Desired Settlement: I just want my refund back. None of their services/forms, assistance.

Business Response: Initial Business Response /* (1000, 5, 2014/08/07) */ Hello ********, Our records indicate that you entered into our 7 day free trial on July 29th, 2014 and created and finished one document at that time under the email address of: ********@sbcglobal.net. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on August 6th, 2014 after the trial expired and you were billed $39.95. Your account was downgraded to a free account when you called in on August 6th, 2014 and spoke to a customer service representative. We apologize for the confusion and wording of our free trial process. As a customer courtesy, we will refund the $39.95 charge. Please allow up to 5 - 7 business days for that refund to post back to your account. Your account is currently a free account and no further billing will occur. If you have any questions, feel free reach us directly at ************* Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have acknowledged me and my problem with their wording and responded in a timely fashion and resolved my issue.

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer's website is deliberately confusing. I paid a $40 fee, they billed me again, hiding the fact that it's a monthly billing Rocket lawyer's website does not make it plain that you are signing up for a MONTHLY billing. I paid for a ONE TIME service (which they never provided) involving a question to an attorney (which was never answered).

Desired Settlement: I want the second $40 payment refunded to me. I will let the first one go. They should make it more plain that you have to STOP the billing, via an action on their website.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Hello ****, Our records indicate that you entered into our one-week trial period on June 2, 2014 and used our "Ask a legal question" feature at that time under the email address of: *******@gmail.com. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). The page for the trial states, "After your one-week trial period ends, you will be charged $39.95 per month. Since the trial was not canceled during the one-week from when you started the trial, you were billed $39.95 once the trial ended and setup on a recurring monthly basis. You had ask a legal question on June 2, 2014, the day you started the trial. An attorney responded with an answer on June 5, 2014 and you were notified via email. Our records also show that you had called in on June 9, 2014 and spoke with one of our customer service representatives. She had explained your questions was answered, and sent an email with instructions how to retrieve your answer in your account the same day. We apologize for the misunderstanding of the one-week trial period. As a customer courtesy, we will refund the 2nd billing of $39.95 from July 10, 2014. We will downgrade to your account to a free account immediately. Please allow up to 3-5 business days for the refund of $39.95 to post back to you credit card. If you have any other questions, feel free to call us directly at ************* Regards, *******

8/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Product was not useful and I made three failed attempts to cancel the Free Trial. I was told it was too late for a refund. In June, I signed up for a Free Trial. I printed a Rental Agreement that did not include a signature when it was printed. I tried to log in again and was not able to, so I used the reset password option 2 times, but did not get any reply. I later found that I had used a different email, but there was no indication that I did not have an account for that email, so I waited for the password reset email from Rocket Lawyer. It did not come, so I called, but the office was closed. I forgot about this for about a month and then tried again. At this time, I was refunded for the July (they had charged me for a second month), but they refused to refund me for the unusable product that I obtained from them in June, despite my efforts to cancel. I would like the $39.95 refunded to me for the month of June, as the product was not satisfactory and I was unable to use it.

Desired Settlement: I would like a refund for June, 2014, as the product I obtained was unusable and there was no indication that the reason I could not log in to cancel was that I had been trying with the incorrect email. I was ensured that a password reset email would come to the email provided and it never came.

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ Hello ******, Our records indicate that you entered into our 7 day free trial on June 18, 2014 and created two document at that time under the email address of: *********@gmail.com. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period, it converted to a monthly account on June 20, 2014 after the trial expired as stated in the Terms and Conditions. You were billed $39.95 at that time and setup on a recurring monthly basis. You would not receive an email for the password reset unless the account in our system. Again, your Rocket Lawyer account is under the email address: *********@gmail.com. The only record we have if you either calling in or sending an email was on July 21, 2014 to cancel your legal plan. A customer service representative downgraded you to a free account that day and processed a refund for your most recent charge of $39.95 on July 20, 2014 as a customer courtesy. Please allow up to 3-5 business days to post back to your account. You had used our trial service and agreed to the Terms and Conditions when starting the trial. You had created 2 documents at that time and printed both of them. As for the first charge of $39.95, we will not be refunding that amount. If you have any other questions, feel free to reach us directly at ************* Regards, *******

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Signed up for the 'free' lease agreement and recently discovered fraudulent charges from RL to my account. Requested refund and was denied. Signed up for a 'free' lease with Rocket Lawyer to create and print a simple written lease for our tenants on a rental property we own. Nothing more. I cancelled the mandatory 'subscription' required to do this within the 7days allotted. Discovered the company has made unauthorized charges to my credit card for the last five months. When I called Racket Lawyer's customer service they said they would cancel my account (which should have already been done), but to handle the refund matter it had to go through billing and could only be dealt with via email. They, of course, had no record of the original cancellation. The email I received said they were only willing give a partial refund. After some haggling and making it clear I would be filing a BBB complaint, disputing charges with my bank, and pointing out there were numerous complaints for the exact same problem from other users online, they finally agreed to sending the full refund. I have received a confirmation email saying they will refund the remainder of the amount, but I will not see anything for the next several days and to contact my bank to speed up the process. The whole thing is an unnecessary waste of time. I will follow up as to whether the money is actually refunded as they stated it would be. However, the charges never should have been made in the first place and when I called to dispute it, it should have been obvious due to inactivity (the account has never been used) that it was mistake and immediately dealt with -- without the runaround. I will not be using Rocket Lawyer again, and I will advise those I know to stay clear of them. It is a very unethical way of doing business. ADDITIONAL DETAILS: Case is being handled by another organization: Filing a dispute of charges with bank - USAA

Desired Settlement: Would like the full refund as promised and to inform others of their unethical practice of unauthorized charges and difficulty with customer service. I will retract the statement about a denied refund once the money is paid in full.

Business Response: Initial Business Response /* (1000, 5, 2014/07/21) */ Hi ******, Our records indicate that you entered into our 7 day free trial on February 28, 2014 and created one document at that time under the email address of: *******@gmail.com. Looking at your account details, you had started a document and completed a legal document the day off. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on March 7, 2014 after the trial expired and you were billed $39.95 on a recurring monthly basis. Unfortunately we do not have record of you canceling your trial by calling in or email Rocket Lawyer. Our first record of you calling was on July 18, 2014 to cancel your legal plan. A customer service representative downgraded you to a free account that day and our billing supervisor processed a refund for the 5 months you were billed by Rocket Lawyer ($39.95/mo). These charges will go back to your credit card on file as we released the funds, but typically can take up to 3-5 business days to post back to your account. If you have any other questions, feel free to reach us directly at 877.881.0947. Regards, *******

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company offered a free online contract. But used an invisible "agree to" disclaimer to bill my debit card without my knowledge or permission. I googled "online contract free legal missouri" and found company offered free online remodeling contract, I went to site and went through their automated systems questions which were spread out over about 15 pages each with "continue buttons. Later I found that they had under one of the 4th or 5th continue button a note saying "by clicking continue I agree to.... " But when filling out the form I had page zoomed in to read text and that statement was not visible. This seems to be a recurring customer complaint with this company and I suspect they know exactly why but make a lot of money with this deceiptful trick. This "agree to" note is well before any credit card is asked for, and can be passed by easily without user ever knowing they have been tricked into making an agreement. Apparently the "agree to " is for an enrollment in something that costs 39.95 per month. I noticed the charge of july 12, and disputed it with paypal who asked me to contact company which I did, and found I had also been billed for june also for $39.95. The company offered to refund the july charge only, but not the june charge, even though i did not know of nor use any services available or my enrollment. I accepted the july refund and thanked them but they refused to refund the june charge. I have filed an unauthorized charge dispute with paypal. I feel this company has knowingly deceived me and others and wasted my time I have used to troubleshoot their website. ADDITIONAL DETAILS: Case is being handled by another organization: Paypal

Desired Settlement: A refund of all charges made to my paypal debit card. Specifically the remaining $39.95 I was charged in first week of June. (company already refunded 39.95 for the charge of july 12) I would recommend they insure customers are aware of their enrollment into anything, but I suspect that is where they make most of their money.. via sketchy billing and advertising practices, exactly the things that the BBB should be pointing out about businesses rather than giving them an A rating. I see complaints are many. Thank you

Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ Hello *****, Our records indicate that you entered into our 7 day free trial on May 29th, 2014 and created and finished one document at that time under the email address of: ***************@gmail.com. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on June 6th, 2014 after the trial expired and you were billed $39.95 on a recurring monthly basis. Your account was downgraded to a free account and you were refunded $39.95 on July 25th, 2014 via chat with one of our customer service agents. We apologize for the confusion and wording of our free trial process. As a customer courtesy, we will refund the $39.95 charge from June as well. Please allow up to 5 - 7 business days for that refund to post back to your account. Your account is currently a free account and no further billing will occur. If you have any questions, feel free reach us directly at ************* Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They understood and stepped up to resolve my discontent to contentedness via a refund. I do appreciate online legal forms and have paid for them before. If I were Rocket Lawyer, I would put a great price and an easy paypal payment widget. Thanks Rocket Lawyer ******* and the BBB for coming through for me this time.

8/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company will not refund the charges to my credit card after I was unaware I was being billed for their service. I never received receipts. I used the website's FREE service on May 21 and never logged back in. They automatically rolled my free account into a paid account and started billing me every month. I was unaware of the billing until July when I got my credit card statement for June. I immediately contacted the company and spoke with ***** ***** who said she would downgrade my account and stop all future billing. She gave me instructions to request a refund, which I did. The response I received was basically "no refunds" and to keep using the site until my account expires. When I log into their website under my "account" and attempt to review the account details, there is no billing information, amounts, dates, etc... or even my credit card number. This company is luring people in with the word FREE, then stealing their money until they realize it.

Desired Settlement: I was billed in May and June for $39.95 and I would like a total of $79.90 refunded to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ Hello *******, Our records indicate that you entered into our 7 day free trial on May 21st, 2014 and started and completed two document at that time under the email address of: *******@goodiebrandpromotions.com. The trial can canceled at anytime during the 7 day trial period, and you would not billed for our services as explained in the Terms and Conditions. When starting the trial you agreed to the Terms and Conditions of the trial (https://******************************************************). Since the trial was not canceled during the 7 day period, it converted to a monthly account on May 29th, 2014 and were billed $39.95 at that time. This was setup as a recurring monthly billing as long as the account remained active. We see that you had called in on July 28th and spoken to a customer service representative who was able to downgrade you to a free account and confirm no further billing. We also refund $39.95 (1 month) to your credit card at that time. We also see that another customer service representative contacted you on July 30th to notify that an additional refund of $39.95 will be coming back to you as well. The total amount refunded was $79.90, but please allow up to 3-5 business days for that to post back to your account. If you have any further questions, feel free to contact Rocket Lawyer directly at ************* Regards, ******* Initial Consumer Rebuttal /* (3000, 7, 2014/08/01) */ They just called me and said they would issue a refund. I am waiting on the confirmation email now. ******* ****** Final Business Response /* (4000, 9, 2014/08/04) */ Hello *******, Our records indicate that a confirmation email from our billing department was sent to you at *******@goodiebrandpromotions.com on 7/30/14 at 10:06am PST confirming both refunds to the credit card on file to the amount of the $79.90 you requested. I will have our billing department send that email again to you for your records. Again, please allow up to 3 - 5 business days for the transaction to post back. If you have any further questions, you can contact Rocket Lawyer directly at ************ for assistance. Regards, ******* Final Consumer Response /* (2000, 11, 2014/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund amount is fair.

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Rocket Lawyer.com to learn a little about wills. I did not intentionally sign up for any monthly fee-based legal document program. please credit my credit card for all you have billed, and make sure my account is inactive.

Desired Settlement: Debit charges back to credit card account.

Business Response: Initial Business Response /* (1000, 5, 2014/08/04) */ Hi *******, Our records indicate that you entered into our 7 day free trial on June 11th, 2014 and created 33 document at that time under the email address of: **********@gmail.com. Based off your activity, you created and completed most of the 33 documents you looked at as well as downloaded them. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on June 19th, 2014 after the trial expired and you were billed $39.95 on a recurring monthly basis. You had downgraded your account to a free account on July 22nd, 2014. You were billed for 2 months of our service at $39.95/mo. As as customer courtesy, we will refund your latest charge of $39.95 on July 19th, 2014. However we will not refund the first charge after your trial converted as your created a number of documents and agreed to the Terms and Conditions of the trial by starting the trial on June 11th, 2014. The refund of $39.95 will go back to your credit card on file, but please allow up to 3 - 5 business days to post back to you account. Your account is now a free account and you can still print the documents you made in the past, but no other future billing will occur. If you have any other questions, feel free to reach us directly at ************* Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Not satisfied with free-trial service and billing process. Attempted to contact business, but my email was not returned. Subscribed for free-trial service. Created forms, but were not satisfactory for my purpose. Contacted customer support for assistance, but they were not helpful, simply stating she cannot assist with the forms or type of form I need because she is "not a lawyer". Attempted to find what I needed myself, but did not. I emailed the business to cancel service, but this email was not returned, and I was billed for service. Please cancel my service and refund the balance paid as I am not using the service.

Desired Settlement: Cancellation of service and refund for $39.95. I did not use the forms or the service.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Hello ****, Our records indicate that you entered into our 7 day free trial on June 26th, 2014 and started and completed two document at that time under the email address of: *********@gmail.com. When starting the trial you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). We see you called in that day and spoke to one of our customer service representatives who was able to assist and also discuss our document review feature. Since the trial was not canceled during the 7 day period, it converted to a monthly account on July 4th, 2014 after the trial expired as stated in the Terms and Conditions. You were billed $39.95 at that time. According to our records, you had canceled your legal plan on your own on July 8th, 2014 at 3:45am PST through your Account Details when logging in. We also receive an email you sent in before a couple minutes before you canceled you legal plan requesting to cancel your account. One of our customer service representatives emailed you on July 9th, 2014 confirming your account had been downgraded to a free account, but will have access to our legal plan until August 8th, 2014. All of this happened after the trial period had ended. We apologize if the trial was unclear and as customer courtesy, will process a refund of $39.95 to you. Your account will be downgraded to a free account as of July 29th, 2014. Please allow up to 3-5 business days for the refund to post back to you account. If you have any other questions, feel free to contact us at 877.881.0947. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The free services they offer are actually false advertising, along with charging for these so called free services without any type of communication. I recently used web their website for a lease agreement that was described as a free service. I now have 4 charges on my bank statement for $39.95 each. Email address of one charge is under: ********@icloud.com Second charge is under: *****@caseycompanies.net 2 Charges are dated 6-30-2014 2 Charges are dated 5-30-2014 I should not have been charged these fees for a free service. I would appreciate your assistance in getting refunds processed for these charges.

Desired Settlement: I would like my Credit Card refunded for the charges that were advertised as a free service.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ Hi *****, Our records indicate that you entered into our 7 day free trial on November 6, 2013 and created two document at that time under the email address of: *****@caseycompanies.net. We see that you had called in the following day on November 7, 2013 and canceled your trial with one of our customer service representatives. That account was downgraded to a free account that day off and no charges should of occurred. Looking into our billing system, the account under: *****@caseycompanies.net was never charged. If your records indicate otherwise, please call us directly at ************ to see if we can locate any charges with that account. For the account under the email address: ********@icloud.com, our records indicate that you entered into our 7 day free trial on May 20, 2014 and created one document at that time. When starting the trial on May 20, 2014 you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period, it converted to a monthly account with a recurring billing of $39.95/mo on May 28, 2014 after the trial expired as stated. We see that one of our customer service representative downgraded that account to a free account on June 30, 2014. As a customer courtesy, we will refund the most recent charge of $39.95 on June 29, 2014. Please allow up to 3-5 business days to post back to your account. Both accounts you have with Rocket Lawyer (********@icloud.com and *****@caseycompanies.net ) are currently free accounts as you can still access and print any documents you completed in the past, but no further billing will occur. If you have any other questions, feel free to reach us at ************* Regards, *******

7/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Signed up for a "Free Trial." I cancelled during the free trial period. I was charged anyway and continue to be charged. On about 5/1/2014, I signed up for a "Free Trial" to Rocket Lawyer. It wasn't what I expected and sent an email to cancel the account. On May 3, my credit card was charged $39.95. On May 19, I sent an email requesting they cancel my account. On May 20, ****** ****** from Rocket Lawyer emailed me to say my account had never been activated and that I wasn't being billed for this account. I assumed they would refund and not bill anything further based on her email. Now in reviewing my credit card statement, they have charged me $39.95 on May 6, $39.95 on June 5 and $39.95 on July 5. A total of $119.85 charge AFTER they told me I would not be billed! I sent another email requesting refund of the $119.85 but they have not responded. My account number with them is #XXXXXXXXX.

Desired Settlement: I want to be refunded the $119.85 in fraudulent charges and that my account be closed.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ Hello *** I am sorry to hear about your situation. I would be happy to help out. I do see your emails to from ****** in May about the cancellation request. However, as she mentioned we see the account but do not show a payments under *********@gmail.com or the account number you mentioned. All of our billing are tied to the registered email address with us. Could it be possible that you have the account under a different email address? If so, please let me know and I will take a look. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received $119.85 credit on my credit card so please close my complaint. Their excuse of email addresses and account numbers not matching is totally bogus. I used the information from the "My Account" section of their website. Also, I sent them copies of the credit card charges including transaction numbers that they could have easily traced. They are a despicable company and do not deserve the "A" rating that you give them.

7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am requesting for a full refund of $119.85 charged to my debit card at $39.95/mo. in Apr., May and June, 2014 for non-use of services offered. I surfed the internet sometime in mid-April, 2014 to search for a lease agreement contract which I needed to compare with other previous contracts. My search directed me to the Rocket Lawyer website which was offering legal services as well as sample contract/document downloads for my scrutiny. As I went deeper into my search for information, I happened to notice that the website was offering their services for FREE or can do with $1.00 but unfortunately I fell into the "TRAP" of providing my debit card information otherwise I will not be able to proceed to look into what I needed. Had to give up and "NEVER DOWNLOADED" any form, contract nor document from this site. I aborted the process and let go without knowing that having given my debit card information, Rocket Lawyer would proceed with an automatic deduction of $39.95 per month from my bank account. I noticed this in my bank account only lately when I retrieved my bank statement for June, 2014. $39.95 have been charged monthly in April 18, 2014, May 19, 2014 and June 19, 2014 bringing the total amount paid to Rocket Lawyer at $119.85. This I found to be rediculous with malicious intent to deprive me of my precious savings for services which I never enjoyed. I term this as a "RUBOUT" or might be better as called a "RIP-OFF". I immediately called the attention of the customer support of Rocket Lawyer and after investigating the matter allowed a refund of only $79.90 leaving a balance of $39.95 still outstanding. I was made to understand that they can only give back $79.90 to my bank debit account. I was furious and depressed with this encounter and have felt so bad to lose my money for "Nothing"... "NO DOWNLOADS", "NON-ACTIVITY", and a total "RUB-OUT". I do understand that if ever I used the services of Rocket Lawyer through a download of a contract/document/legal papers, I would be honest enough to allow the deductions. In reality, I never enjoyed the services offered by the Rocket Lawyer website, then why would I be penalized for just surfing and exploring the internet for information? Is this how costly it would be to learn the ins and outs of the internet? I am requesting that I be given back a FULL REFUND of my precious savings and will expect this company to coordinate the return of $39.95 still outstanding. Thank you.

Desired Settlement: FULL REFUND back to my debit card account of outstanding balance of $39.95.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ Hey *******, Our records indicate that you entered into our 7 day free trial on April 9, 2014 and created one document at that time under the email address of: ************@gmail.com. Looking at your account details, you had started that document on Rocket Lawyer on April 6, 2014, but did not complete that document that day. The document was completed and finished the day you started the trial on April 9, 2014. We can also see that you had downloaded that one document as well on April 10, 2014. When starting the trial on April 9, 2014 you agreed to the Terms and Conditions of the trial (https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial). Since the trial was not canceled during the 7 day period as stated, it converted to a monthly account on April 17, 2014 after the trial expired. We see that two refunds of $39.95 was posted on our end on June 24, 2014 and June 25, 2014 as a customer courtesy. Your account was downgraded to a free account by a customer service representative on June 21, 2014 and you will no longer be billed by Rocket Lawyer. If you have any further question, feel free to call us directly at ************* Regards, ******* Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rocket Lawyer claims that I downloaded one document sometime on April 9 or 10, 2014. I honestly swear that I tried looking for a document to download but did not proceed with any download at all. I went into a "Trap" which was a very costly move of providing this website with my bank account information. I will continue to pursue my collection efforts to get back the money which legally belongs to me. It was taken from my bank account without my consent except for my stupidity and ignorance of not having read the "Fine Prints" that this website has included in its policy, terms and conditions. Still, I firmly believe that the law is on my side because I did not execute any download of any document at all. It is a disgusting experience not having used their site and yet they continued to charge me by just providing a check mark as agreement to their policies. This is a complete "Rubout" or might as well call it a "Rip-Off". I am ready to prove to Rocket Lawyer that they can present this argument in any court of law and try to prove that a mere "Check Mark" on a small box constitutes my consent to let them charge my bank account automatically for three (3) times the amount of $39.95 with a total unauthorized withdrawal of $119.85 for April, May and June, 2014. I do thank the Rocket Lawyer for refunding me my precious savings of only $79.90 but will not forever satisfy me as I claim have never used this service at all. I would like to say that the refund of $79.90 alone is an acceptance by Rocket Lawyer that I have never used their services at all. Rocket Lawyer has deprived me of my next food on the table and could have spent the balance of $39.95 to purchase other necessities and essentials for my daily survival. Final Business Response /* (4000, 9, 2014/07/10) */ Hi *******, I apologize for the confusion you had about our services, but we do feel that the terms of the free trial and charges are clearly spelled out on the sign up page that you filled out. However, we appreciate your situation and that you feel you were not able to use our services. Because of this, I have requested by billing department grant the refund for the last charge of $39.95 this morning. I hope this resolves the situation for you. Regards, ******* Final Consumer Response /* (2000, 11, 2014/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I welcome this proposed resolution as a positive feedback to refund me the remaining $39.95 balance still due from Rocket Lawyer. However, I will have to await verification from my bank on the receipt of the deposit within the next 5 business days before I can completely declare a closure to this claim. I am taking this opportunity to thank BBB for the assistance and exemplary support for helping me in claiming back the money which was automatically withdrawn from my bank account. From the bottom of my heart and with sincere appreciation, thank you so much and more power to BBB.

7/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged a monthly rate for membership, although my account stated that my membership was "Free" and my "membership" services were unavailable. The company charged my credit card for "membership services" that I was unable to use for several months. My login page stated that my membership was "Free" status, but they continued to charge my card. However I could not download documents with my account which should have been part of the monthly membership service. Therefore, I was paying for something that they disallowed me access to receive.

Desired Settlement: I would like a refund for the time I was charged for the service that I was not permitted to use - account flagged as 'Free', but I was billed each month.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Hello ****, Our records indicate you have two account with Rocket Lawyer. The account under the email address: ********@yahoo.com is a free account and the one you accessed recently to create a document. The account under the email address: ********@gmail.com is currently an active account. If you log in through that account, you will have access to all our documents and attorneys services. If you have any other questions, feel free to call us at ************* Regards, *******

6/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been charged twice for this "free" account. I have been charged twice for this "free" account. Please refund all charges to my PNC account. DEBIT CARD PURCHASE XXXXX**** ROCKET LAWYER INC XXXXX**** CA $39.95 05/05/2014 DEBIT CARD PURCHASE XXXXX**** ROCKET LAWYER INC XXXXX**** CA $39.95

Desired Settlement: Refund

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Hello *******, I see that this is a duplicate of the email you sent me last week. As I mentioned in our communications the refunds were processed on 6/16. Since we have been in communication, I **** considered the matter resolved unless I hear back. Regards, *******

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Put me in a "one week free trial" without my consent advertised free POA form. after completing information offered it free with "one week free trial" or $39.95 for document only. I backed out and deleted my information, did not select either option. Within minutes I received 2 emails indicating I am enrolled in the free trial. I responded to remove me. I also contacted support on the website to remove me. I received a 3rd email still not removing me, just trying to get me to contact them over and over.

Desired Settlement: Remove my information from their database, remove me from the "one week free trial" and no further contact.

Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ Hello ****, I apologize for any confusion about your account. I see that you have already been in contact with a CS representative on 6/19/14 about this matter as well. As he mentioned, the account under **********@gmail.com was not enrolled in a free trial. The emails we sent to you were just to remind you to complete the document you started. You will not be billed and we have removed you from our email list. If you have any questions or concerns please contact our customer service department at the same email you sent to originally. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Advertise on google ad that the form is free and then bait and switch AFTER they get all of your personal information on you and your child. Losers! I am concerned how they use the information on my child including her full name, birth date and address since I have decided not to use their "free" service. Judging by their deceptive technique, they will probably sell their mailing list to Teen magazine. I will wait for the offers to start pouring in. Their bait and switch tactic has me concerned for my child's safety and future credit rating. How do we verify that they have expunged the information? Has the Attorney General been contacted? Please provide Attorney General contact information on the office that oversees their organization. I love that BBB "accreditation" allows them to keep their A rating even though they are falsely advertising and have a slew of complaints. Bravo, BBB and RocketLawyer. BBB, please print this on your review complaint page.

Desired Settlement: I want a signed affidavit from an officer of the company that my, and my child's, information has been expunged and further assurance that it will not be sold or disseminated to third parties.

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ Hello *****, We apologize for your experience with Rocket Lawyer and have attempted to locate your account to help rectify the situation. Based on the information provided, we were not able to locate one. Please contact Rocket Lawyer Customer Support at (XXX) XXX-XXXX Mon-Fri 6am-6pm PST as we would be happy to work with you to resolve this. Regards, ******* Initial Consumer Rebuttal /* (3000, 7, 2014/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, I have already received two emails from this company following up on my submission to their company. They were received at *********@leashlocket.com (please redact this information if you post this complaint). Now they say they can't locate my account? I feel even more concerned for my pre-teen daughter's personal information that I unwittingly gave to them based on their deceptive, false, misleading, phishing pursuit of my personal information and credit card information. Their offer to contact them directly is rejected. I would like to have the BBB mediate this dispute and I would like to receive the resolution exactly as I requested in my original complaint. Final Business Response /* (4000, 9, 2014/05/20) */ Hi *****, I'm sorry for the confusion. I misunderstood what action you wanted taken. While I cannot not get a signed document by an officer of the company, I can give you instructions on how to delete the document from your account so that you feel your information is safer. You can simply login, and delete the document. The button is on the top part of the page when you're looking at the document. If you need help you can call our customer service line and the will walk you through it. I would like to point out that we take customer security and privacy very seriously. The information in the document is private and we do not have access to it our give it to third parties. I hope this resolves your concerns. Regards, ******* Final Consumer Response /* (4200, 11, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response. I do not wish to log into their site and take the chance of them taking further information under false pretenses. My request was simple. If your site is as secure as you say, why would it be a problem for an officer of the company to attest to it, rather than "*******" who uses no last name giving a non-response? Does anyone out there accept this stonewalling from these lawyers? If they do not have any concerns for their security, why are they refusing something as simple as signing an affidavit memorializing it? They have my 14 year old daughters information and are refusing to delete my account or attest to the fact that they won't be using, selling or forwarding it. I reiterate my request and if they still refuse to acquiesce, I will take my complaint to the California Secretary of State, Office of the Attorney General and request class-action status for all the other people they have duped. I await a favorable response to this simple request.

5/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I repeatedly requested cancellation of the services provided(I used them one time early 2013)and every month I find a charge on my account for $39.95. I have to call every month to cancel service since June 2013. I am told by the representative that it is cancelled. Every month I find another charge for $39.95. I purchased a one sheet document from them-once. This has been going on for months. I called today and they said they need to send my case to a review board for me to get the last $39.95 reversed and there is no one in that department I can speak to -heard it repeatedly before. Poor business ethic. Hundreds of dollars for a one sheet document.

Desired Settlement: I want them to quit charging me monthly for service I don't use and have repeatedly requested to be cancelled. I want a refund of the $$ they have charged me and have not given me. I want them to discontiinue any future correspondence after the refund.

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ Hello *****, We show that under *******************@gmail.com Rocket Lawyer's 7 Day Free Trial was started on 11/11/2013 and a document was created. The Trial period converted to a paid legal plan on 11/11/2013 per the Terms and Conditions that were agreed to. This is why you have seen monthly charges. We show that in your call to our Representative ****** on 3/12/2014 you agreed to keep your account open to learn more about trademarks in the links she emailed you. She also sent you instructions on how to downgrade the account in the future. We show no attempt to downgrade prior to that time either by phone or online. We show a call to Representative ****** on 4/22/2014 requesting a formal downgrade and we did assist you with that. This account is not eligible for any refunds. You still have available service and benefits through 5/11/2014 and we encourage you to utilize your account until then. Regards, ******* Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called repeatedly over 2014. Once in February, February 3rd requesting cancellation. I remember this date because it was right after my birthday. I called in March on the 12th because I noticed it was billed again to my bank account and as they say. I NEVER asked to have it continued. I have Legal Zoom -they did my trust, medical directive, etc. and handle all of my legal needs and have no need for Rocket Lawyer. The fact that they are claiming I would bother to contact them just to tell them I want to keep their service makes no sense and only strengthens my point that I wanted to cancel. February, March and now April 2014 they continue to charge me $39.95 with only one document in November of 2013. Why would I want to do that? Final Business Response /* (4000, 9, 2014/04/29) */ Hello *****, The email address we have on file for you is under: *******************@gmail.com, not *************@gmail.com. The account under: *******************@gmail.com was started on November 4, 2013 when a 7 day free trial was opted into the day of and one document was created at that time. When starting the trial on November 4, 2013 you agreed to the Terms and Conditions of the trial (https://******************************************************). Since the trial was not canceled during the 7 day period, it converted to a monthly account on November 11, 2013 after the trial expired. We see that two refunds of $39.95 was posted on our end on April 24, 2014 as a customer courtesy. You did mention that you have called in to Rocket Lawyer every month since June 2013 to cancel the account, but again, the account under the email address: *******************@gmail.com was not established until November 2013. If you happen to have more than one Rocket Lawyer account, you can contact us at ************ to assist. Your account was downgraded to a free account by a customer service representative on April 22, 2014 and you will no longer be billed by Rocket Lawyer. Regards, ******* Final Consumer Response /* (4200, 13, 2014/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm do with the misinformation provided and satisfied with 2 refunds for the non-service provided.

5/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I established a free trial account. As of 5/16/14, logged into account & it shows free account. However, credit card was charged $39.95 on 4/10/14. On March 18, 2014, I created a free acount with Rocketlawyer, Inc. I created/modified another document on March 24, 2014. On April 7, 2014, I received an email from Rocketlawyer asking me to upgrade my credit card information. I never did this, because I never upgraded/changed my account from free. Today, May 16, 2014, I received my credit card bill and observed a purchase for $39.95 was charged to my credit card on April 10, 2014. I did not receive any notification (email, mailing, etc.) that the account had been charged. Also, today, May 16, 2014, when I logged into the account, at the top of the screen it still states "free account/upgrade". I clicked on account details, clicked membership & billing, and it still shows my account as "free account." I called Rocketlawyer at around 5:25 p.m. EST on May 16, 2014, and after going through all the prompts received, "our office is closed for the holiday". I then forwarded an email asking for a refund and immediately received a response stating that as of May 16, 2014, my account was downgraded and no future charges would be made. How could my account be downgraded when it was never upgraded. When I logged in prior to calling or emailing, clicked account details, clicked membership & billing, the screen reflected "Current Membership: Free Membership; Membership# XXXXXXXXX." I received two total email responses from an office that is "closed for the holiday" and when I questionned that, the writer stated that there phones were down. I have been fraudulently charged.

Desired Settlement: I would like the charge of $39.95 refunded to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Hello *******, We show that on 3/18/2014 a 7 Day Trial was selected, credit card information was entered and Terms and Conditions were agreed to. These Terms and Conditions specifically advised that you would be billed monthly if you did not downgrade the Trial during the Trial period. Because the account was not downgraded during the Trial there was an attempt to charge your card on 3/26/2014 which was declined. This put your account into the Free Status that you saw but does not cancel your account and stop it from attempting to charge again to reinstate you. The charge on 4/10/2014 of $39.95 did go through which allowed you full account access until the next monthly attempt to bill your card on 4/26/2014. The accepted charge on the 4/10 did not push forward your bill date which is why your next attempt was on 4/26. There was an attempt on 4/26 and then 5/11, both of which were declined. Any time a charge is declined your account gets put into the Free Status and goes on hold until a charge is accepted. This is why you kept seeing Free Account. As a courtesy to you we have issued a refund in the amount of $39.95 back onto the credit card associated with your account. Please allow up to 7 business days for this to post to your card by your financial institution. Please note that our Customer Support Team is available to assist you with your account and clear up any confusion you may experience. You can contact us Mon-Fri 6am-6pm PST at (XXX) XXX-XXXX. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I requested a refund and the company is honoring my request.

5/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Company has continued to bill me after canceling the service multiple times. I used Rocketlawyer services while forming a business. I've used two different accounts both with the same card on file at different time periods. Both times I canceled the services after I no longer had the need for them. Both times they've continued to bill me for MONTHS afterwards. I've signed into both accounts multiple times to ensure there was no card on file anymore and that they were both downgraded to free accounts. I called twice and was told there was no card on file for either of the accounts and that I should no longer receive charges. I've been billed TWO more times since this conversation. This is now somewhere between the range of $200-$300 in charges after canceling the service. Furthermore I've spoken to others and apparently this is quite common with this company, as others have had similar issues. This is now the second company I've had to file complaint with on here regarding still billing after cancellation of services. This is creating false revenue as these customers are not consenting or using these services anymore. I am promptly recommending to everyone I know to use alternative services to these companies that seem to have no regard for the time and money of their customers. Every dollar counts for small businesses and they seem to not care and continue to take yours.

Desired Settlement: I want a full refund of every charge for both accounts tied to this card since -THE DAY- I canceled the service. I believe this to be approximately 5-6 charges. I believe this only to be fair, although originally I was willing to accept a final charge due to canceling in a billing cycle, my consideration has gone out the window considering how unethically this company has acted and continues to act. I will not be using or recommending RocketLawyer to anyone, until they change their practices. I work in the startup community and know a lot of individuals who need legal advice and services.

Business Response: Initial Business Response /* (1000, 5, 2014/05/09) */ Hi *****, We do not have an account under the email address: ****************@gmail.com, but was able to find one account under the email address: *****@qio.me. With that account you had entered into a 7 day free trial on 11/2/13 and created a number of documents during your trial period. As agreed upon in the term and conditions ( https://www.rocketlawyer.com/terms-and-conditions.rl#freetrial ) when entering the trial, after the 7 day trial period ends, it will convert to a recurring monthly membership of $39.95. Your trial ended and converted to a monthly membership on 11/9/13. Your account was canceled by yourself through our website on 1/12/14 and downgraded you to a free account effective 2/9/14. The account under *****@qio.me is currently a free account and will no longer be billed by Rocket Lawyer moving forward. Under the account *****@qio.me, we do not have any record of you calling in to discuss that we were able to find. As you mention you have 2 accounts with Rocket Lawyer, but we were only to find 1. Feel free to call us directly at ************ if you need further assistance locating the other account you have with us to assist. Regards, ******* Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, as I said, we are still getting billed. I have canceled all accounts numerous times. I have created multiple accounts overtime, I have made sure to go in and cancel every single one and yet we still keep getting billed up until last month. ****************@gmail.com, ***************@outlook.com or *****@qio.me. These are the only accounts I have. If your saying that none of these are active, then I have to seriously wonder why Im still being billed. I would be more than happy to provide the financial transactions statements as proof of this continued situation. I find it unsettling that a business as large as Rocket lawyer is hiding behind fine print and not willing to rectify this. I do not find this satisfactory at all. Please advise. Final Business Response /* (4000, 12, 2014/05/15) */ Hello *****, Thanks for taking time to speak with one of our representatives. Per your phone conversation, we hope you consider this matter resolved. If you have any other questions, feel free to reach out to us directly at ************* Regards, ******* Final Consumer Response /* (2000, 14, 2014/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to refund disputed charges and continued billing for canceled membership. In January, 2014, I used my credit card to sign up for a trial membership. I canceled this trial after a few days of use. In February, I was charged for a month of membership. I called to complain and they said that they documented my call and would refund the charge. In March, I was charged again, twice. I called again and they apologized and said that they would fix this issue and I would not be charged again. After a few weeks of the charge remaining on my credit card, I disputed it with the credit card company; I won this dispute. In April, I was charged, what said on my statement, a rebill for one month of membership costs. I called Rocketlawyer.com and they explained to me that their system did not have record of this charge; they did not charge me. I was informed by the rocketlawyer.com representative that I must have been charged by a third party, on behalf of RL. They could not tell me what company this could be.

Desired Settlement: I want to be refunded the $39.95 that I was "rebilled" and receive written documentation that they will not continue to charge my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ Hello *****, We do not have an account under the email address of *****************@yahoo.com, but there is an account under the email address of ************@yahoo.com. Under that account, a 7 day trial was started on February 23, 2014 and a legal document was created the day of. You did cancel your trial within the 7 days on March 1, 2014 and no charge should of occurred. Due to an error in our system, it did not recognize your trial being canceled and converted you to a monthly account on March 2, 2014 and billed you $39.95. This also happened again on April 2, 2014 and were billed another $39.95 as a recurring billing. We apologize for the inconvenience and do see two refunds of $39.95 was granted on our end on April 7, 2014. All charges to the card on file of 2 months of our service has already been refunded on our end. If you do not see that posted back to your account by now, I would follow up with your financial institution. The account ************@yahoo.com is currently a free account and will no longer be billed in the future with Rocket Lawyer. If you have any further questions, you can reach us Monday - Friday, 6am PST - 6pm PST at ************* Regards, *******

5/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was looking for a company to set up an LLC. I was signed up for services I did not want or need. I utilized the services of Rocket Lawyer to set up my LLC in Michigan. I did not need anything else from them. When I spoke to them, they called me, they told me that I had the free trial and that it provided a resident agent. I said I didn't want, not need a resident agent, I live in the state. I looked at my "account" and it shows that I am signe up for a monthly service of around $50 per month. Their website says call anytime, presenting the assumption that there is someone there to take your call. It goes to a voice mail. Not at all satisfied with the deceptive service that I have received.

Desired Settlement: I would like a full refund of the monies that I paid to Rocket Lawyer. I feel that their deceptive practices have signed me up for something that I expressed that I was not interested in and voiced those concerns to a representative of Rocket Lawyer. The fact that she told me it was just a free trial, failing to mention that I would be automatically billed, is deceptive.

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ Hello *********, Sorry for any confusion with your account. When you incorporated with us you selected the 7 day free trial option. This trial included free processing and included Rocket Lawyer serving as you Registered Agent. The terms were on the sign up page and located at https://www.rocketlawyer.com/terms-and-conditions.rl . After the 7 days, if you do not cancel, you become a monthly member. This is what the $49.95 was billed for. This includes full service of our site along with our registered agents services. Since you were confused about our terms, I have refunded you $49.95 as a courtesy. Please note that while you are not obligated to use Rocket Lawyer as your registered agent, you will need to list someone else. You will need to contact your state directly to change the Registered Agent listed. We have already sent a separate email with instructions and information regarding this matter. Please be advised that your Accelerated Monthly membership has been downgraded as of 4/29/2014 and will not continue to bill you going forward. The created document in your account will still be accessible for you to print off at any time. Regards, *******

5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filled out a form online that said it was free. I had to enter my credit card to verify identity it said. I was then entered into a trial. I filled out a form online that said it was free. I had to enter my credit card to verify identity it said. I was then entered into a trial that I would never agree too. I was charged 70 dollars for this trial 2 days ago with no notice I was in a legal agreement of a trial. Who signs up for a trial to get a piece of paper for a name change that is available for free on the county website? I was scammed. I asked for a refund and was told no because it was a trial. I never used their services and never planned on it. My credit card company is now fighting it but I demand a refund.

Desired Settlement: 2 payments of 35.98 to be refunded asap.

Business Response: Initial Business Response /* (1000, 5, 2014/04/28) */ Hi *******, I apologize for the misunderstanding and confusion about our 7 day trial. Per our discussion, we have submitted a refund request of $79.90 to your account and the billing department will email you confirmation shortly. Please allow up to 5-7 business days to the transaction to post back to your account. If you do not see the refund by then, you will need to follow up with your financial institution. If you have any further questions, feel free to contact us at ************* Regards, *******

5/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a trial for there site that was called in to cancel on 4-2-14 .and I though it was taken care of. But on 4-7-14 I discovered a $39.95 charge on my bank account for them, and called them to find out why I was charged for a canceled membership. and got nothing but the run around and excuses, and was told a refund would be done within two days. And it has still not been done, and when I called today to ask why, got nothing but attitude and more excuses. Please help ,all I want is the refund I deserve.

Desired Settlement: DesiredSettlementID: Refund I had a trial for there site that was called in to cancel on 4-2-14 .and I though it was taken care of. But on 4-7-14 I discovered a $39.95 charge on my bank account for them, and called them to find out why I was charged for a canceled membership. and got nothing but the run around and excuses, and was told a refund would be done within two days. And it has still not been done, and when I called today to ask why, got nothing but attitude and more excuses. Please help ,all I want is the refund I deserve.

Business Response: Initial Business Response /* (1000, 5, 2014/04/15) */ Hello, Sorry for any confusion regarding your account. Our records show your first contact into customer service wasn't until 4/7/14, which is why the account was charged. I also see that our billing department responded to you on 4/10/14, and again on 4/14/14, that your account has been credited with a refund on 4/10/14. If you still do not see this on your billing statement, I would recommend calling your bank to see why they have not issued it on their end. If you have any other questions regarding the matter, please call XXX-XXX-XXXX. Regards, ******* Initial Consumer Rebuttal /* (3000, 7, 2014/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) bank says they haven't gotten a refund to process from the company Final Business Response /* (4000, 9, 2014/04/23) */ Hello *******, The refund was processed on our end on 4/10/14, as stated above. normally it only takes 3-5 business days for the bank to reflect this back into your account. I will have my billing department email you with the proof of refund and transaction ID that you can provide to the bank. Regards, ******* Final Consumer Response /* (4200, 11, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the bank again today 4-24-14, and they say they haven't recived a refund authorization from them.

5/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Charged for annual "membership" without knowledge, consent, or notification. Approximately a month ago, I logged into their website and viewed some free document templates. I provided my information to set up a profile so that I could save the list of things I was viewing. I did not at any time knowingly agree to sign up for a paid service. I have never received ANY email from Rocket Lawyer. I did not receive a notice that I had set up an account, information about my username and password, site use instructions, or that I had entered into a contract (presumably with a free trial period), or that my presumed free trial period was ending. NO CONTACT FROM THEM. This seems a little odd for a service business that alleges that we entered into a mutually beneficial service agreement. I notified them immediately about the charge when it showed up on my account, and was given a chilly dismissal. Completely unacceptable.

Desired Settlement: Refund of $39.95 charge.

Business Response: Initial Business Response /* (1000, 5, 2014/05/09) */ Hello *******, I see that you have also been in communication with our customer service and billing department and that a refund was issued. The reason you were charged is because you entered and agree to the free trail terms when you created the document on 4/27/14. We apologize if you experienced confusion regarding the website. I will consider the case resolved, unless you have any further questions. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did not appreciate at all the way this was handled. I was flatly refused a refund, and it was only issued AFTER the BBB complaint was filed. But at least it is over.

5/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: RocketLawyer.com had access to my CC and charged my account with Unauthorized debits. RocketLawyer.com had access to my account information and debited charges on my CC unauthorized. When I contacted their customer support they stated that I had to request a refund through email and could only do this through email. They stated that they were a third party only handling inbound calls on this number (XXX) XXX-XXXX. I had asked to speak with someone in the billing department and again they stated that their is no phone number to their billing department. I had to go through their email to get a hold of anyone. This should obviously send a red flag when a company does not have a direct line or a direct billing department phone number. I requested a full refund from via email and received an email stating that I needed to contact my bank account if this was a fraudulent charge. The only company using my CC and email address was from Rocket Lawyer, not anyone else. I then requested to speak with someone directly or a supervisor and they again directed me to send an email for that. This company is not forthright and is using fraudulently taking money from my account and stating that is must be someone else doing it. They are using misdirection to put the blame on someone else and not taking responsibility for their own actions by taking money from my account and not even offering to credit my account for the unauthorized charges. I am going to take this to the Attorney General and to other sources to make sure this company takes responsibility. ADDITIONAL DETAILS: Case is being handled by another organization: Citibank

Desired Settlement: I am requesting that the unauthorized charge to my CC is credited back right away. Also to delete any information of my name, emails and account information from their billing department and databases. I am also seeking an apology from this company fro their actions.

Business Response: Initial Business Response /* (1000, 5, 2014/04/15) */ Hello ******, Our records show you started the 7 day free trial on 12/3/13 under the email address of **********@bmindco.com. At that time you were able to create a legal document the day of, and had canceled the trial on your own on 12/6/13. Since your trial was canceled during the 7 day period, your credit card was not billed and was switched to a free account. Upon looking into this more, we found you started another account under the email address of ****@bmindco.com. Under that account, you had started the 7 day trial on 2/18/14, and created another document the day of. Since you did not cancel the trial during the trial period like the other account you have, it converted to a monthly membership on 2/25/14 and were billed $39.95 once the trial expired per the Terms & Conditions you agreed upon prior to starting this trial: http://www.rocketlawyer.com/terms-and-conditions.rl#freetrial Our notes indicate you called in on 3/27/14 and a customer service representative was able to downgrade you to a free account. You will no longer be billed further for our service and have access to the legal plan benefits until 4/25/14. If you have any other question, you can reach us at ************* Regards, **** Initial Consumer Rebuttal /* (3000, 7, 2014/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your records are wrong. Our company did start a trial in the first email address, dated on 12/13/3 and we did cancel during the trial period because it did not exceed our expectations. However under the second email we did not purchase/sign up or use your services on 2/18/2013. The same CC was used to bill us the $39.95 monthly. Your company using the same business email domain used our info@domain address and used this email to charge our CC. I did call your 800# which they stated was a third party answering tech service and only for tech service. I asked to speak with a person in billing however, they stated I had to go through email only because they do not have real time billing department phone number. I sent numerous emails to the billing department. I received a reply that came back with contact your bank about this matter. I had asked your company (Rocket Lawyer) to refund/credit my account and to never use our company name,CC and credentials again. Your company just continued to give me the run around. After some investigation, I have found out that I am not the only one this has happened to by our company. There are numerous people who have encountered this problem. Your company billing department hides behind emails so that you will not have to be confronted with unauthorized debits. Your company needs to rectify this problem ASAP and refund our money and never use our company credentials and CC again! This was an unauthorized charge! Final Business Response /* (4000, 9, 2014/04/29) */ Hi ******, We apologize for the inconvenience and as a customer courtesy will grant you the two refunds of $39.95 total $79.90. You will receive email confirmation shortly, but please allow up to 5-7 business days to post back to your account. Also per your request, we are deleting the 4 accounts we were able to find in our system associated with your email addresses. If you have any other questions, feel free to reach us at 877.881.0947. Regards, *******

5/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Billing me for something I didn't sign up for and for service I didn't receive This is THE BIGGEST SCAM anyone could fall for! Worse than Nigerians asking you for money. You go there and ask a simple question, no one ever gets back to you and then all of a sudden you are "A member" and they start billing you. But they don't send you an invoice for four months and then they do - you of course call to cancel and ask for a refund for something you didn't sign up for and logically they throw at you their "terms and conditions of the trial period" which were in 5pt font to begin with. This little scam cost me $160 and I didn't even get my question answered. THIEVES!

Desired Settlement: Full refund of membership I did not purchase.

Business Response: Initial Business Response /* (1000, 5, 2014/04/15) */ Hi *********, You had started the 7 day free trial on 2/4/14. The trial ended on 2/11/14 and converted you to a monthly account per the trial and conditions of the trial at $39.95/mo. Your account was canceled by a rep here at Rocket Lawyer on 4/7/14. You were billed twice of $39.95 on 2/11/14 and 3/11/14. Our records indicate that 2 refunds of $39.95 had been granted to you on our end on 4/11/14. This can take up to 3-5 business days to post back to your bank account. If you have not received the refund within that time frame, it would be best to follow up with your financial institution on the status of the refunds posting back. If you have any further questions, feel free to reach us at ************. Regards, *******

5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: User a trial offer, not interested in the service, never heard back after the trial regarding opting in or out. Then charged for 2 months of service. Clearly deceptive, if not unethical, practices. The consumer clicks on a free trial and is enrolled in an annual program. Filed a complaint, response was that what they did was within their agreement clicked on and no refund would be made. I'm sure that covered them legally, but who really reads all those agreements? This company should not be supported by the BBB.

Desired Settlement: $79.90.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ Hi Mr. *****, According to our records, you entered a seven day trial on January 30, 2014 under the email address of **********@gmail.com and completed a single document during your trial period. The landing page for the trial indicates that, "After your one-week trial period ends, you will be charged $39.95 per month," not an annual program. When entering the trial, you are agreeing to the terms and conditions of the trial detailed: http://********************/terms-and-conditions.rl#freetrial Our records indicate that you had called in on March 10, 14 and canceled your trial at that time with assistance from our customer service representative. You will no longer be billed by Rocket Lawyer in the future and have access to your account until April 6, 2014. If you have any further questions, feel free to contact us at (XXX) XXX-XXXX. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company uses deceptive practices to lure customers with their "free trial". I discourage anyone from using this firm. The document I obtained through the "free trial" was garbage and totally useless. Final Business Response /* (4000, 9, 2014/04/01) */ Mr. *****, The satisfaction of our customers is something we seek with every member that logs on to Rocket Lawyer. We clearly state at every point during the sign up for our free trial that it is for the time frame of one (1) week and then will enter into a paying monthly account. During the week trial you are able to complete as many documents as you would like, additionally you are able to cancel at any point during this trial. The trial is also described in plain language here if you would like to review the offer once again: http://********************/faq.rl#trials Subscription services across a variety of sectors use this model (Netflix, Spotify, Skype) and it has become a standard practice in order to allow users to receive an idea of the service they will continue to have access to after they start paying for an account. Thousands of people find our documents to be of use to them for the personal and business needs every day; it's unfortunate that in this case you feel differently. We would encourage you to next time complete the entire document so that it can be of use to you as our records indicate you did not complete the document you cited. You currently still have access to your Rocket Lawyer account and are able to complete the document that you set out to create. You will no longer be billed by Rocket Lawyer in the future and have access to your account until April 6, 2014. If you have any further questions, feel free to contact us at (XXX) XXX-XXXX. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (4200, 11, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the fees credited to my account.

5/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Cancellation requested online two weeks prior to new billing cycle and was billed $39.95. Company has failed to properly address the refund request. On or about February 12, the company failed to provide the services they promised under their plan and a cancellation was submitted via their online form 2-weeks prior to the new billing cycle. This was NOT a free trial offer cancellation. I contacted the company regarding the non-performance issues with respect to answering my questions on two occasions during the month of February and received no response. On March 8, a charge appeared on my credit card account in the amount of $39.95. Two emails were sent to the customer service department requesting a refund. I received a response from a Customer Service Representative that directed me to an email address for requesting a refund. The request was sent. No response was received. On March 10, I contacted the company in San Francisco by phone and spoke with a representative going by the name of ****. At first I thought **** processed extremely poor communications skills and was having a bad day but then not long into the conversation that he might be intoxicated or perhaps under the influence of a drug. The typical signs of intoxication emerged. He became increasingly belligerent, angry and defensive as I explained the details of the cancelation and subsequent erroneous charge to my account. At one point I requested to speak to a supervisor and I was told that management was in meetings. Then **** wanted to know why I wanted to speak to a supervisor and when I informed him, he began defending himself based on how he perceived he had handled the call. Then **** terminated the call. It’s surprising that the management of a relatively new start-up doesn’t have enough sense to realize their customers own their business. The details of my experience are going out full force on the internet regardless of what the company does in response to this complaint. I see here on the BBB that I’m not the only person this company has attempted to defraud out of money after cancellation requests were sent to them. With all these complaints, it’s a wonder the BBB has not lowered their rating below “A”.

Desired Settlement: $39.95

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Hi ****, We apologize for the inconvenience with your account. Your account is shared under the email address of ******@gmail.com. We will process a refund of the $39.95 per your request to the card that was charged. As far as your feedback of our employee, we take that very seriously as we expect a certain level or professionalism from all our employees at Rocket Lawyer. That has been escalated to the management department for further review. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The complaint will be resolved when the refund amount appears on the credit card statement. Final Business Response /* (4000, 9, 2014/03/18) */ The refund of $39.95 was posted on our end on 3/12/14 to the credit card charged. This can take up to 5-7 business days to post back to your account Please follow up with your financial institution in regards to the refund posting back to your account. Final Consumer Response /* (4200, 11, 2014/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) No credit has been applied to my account as of March 20, 2014.

4/25/2014 Problems with Product/Service
4/24/2014 Problems with Product/Service
4/23/2014 Advertising/Sales Issues
4/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 1 week free membership has no way to cancel/downgrade, I applied for a 1 week free membership for last will and testament info. Once I finished I tried to follow the company's site to downgrade/cancel the membership. It said click membership information and then click the downgrade membership and explain why you are canceling. Once I clicked membership information it took me to a page to upgrade to a $39.95 membership and there was no mention of the word downgrade on the page. On day 8 I spoke with a chat representative, Justina. She said she would downgrade the membership but could not reverse the charge. I had to cancel my debit card and file a dispute with my bank in order to have the charge reversed. This site is a pure scam and needs investigated.

Desired Settlement: I want my $39.95 refunded immediately, account permenantly closed, and a $35 dollar overdraft fee refunded to my account as well.

Business Response: Initial Business Response /* (1000, 5, 2014/04/16) */ Hello *****, We apologize for any confusion you may have experienced. You signed up for a free trial on 4/6/14 which rolled over into a paid account after 7 days per our terms and conditions http://www.rocketlawyer.com/terms-and-conditions.rl#freetrial You could have cancelled any time in the 7 days and you would not have been billed. However, you canceled 2 days after this date, on 4/16/14 Given your confusion with our trial terms, we would be happy to refund your charge as a courtesy. We have processed a refund in the amount of $39.95 to the credit/debit card you used on Rocket Lawyer. Please allow up to 7 business days for the credit to post to your card by your financial institution. If you have further concerns, please contact us directly at XXX-XXX-XXXX. Regards, ******* Initial Consumer Rebuttal /* (2000, 7, 2014/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Used this service for two particular documents. Did not sign up for a subscription, but I was charged $259.35 which they would not refund. 1/2/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 2/4/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 3/4/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 4/2/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 5/2/2013 ROCKET LAWYER I XXX-XXXXXXX CA 19.95 6/3/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 7/2/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 8/1/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 9/3/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 10/2/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 11/1/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 12/2/2013 ROCKETLAWYER.COM XXX-XXXXXXX CA 19.95 12/31/2013 ROCKETLAWYER.COM XXXXXXXXXX CA 19.95 259.35

Desired Settlement: I would like to be refunded for the service I did not want, sign up for or use to the tune of $259.35.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Hello, According to our records, you entered a 7 day trial on 10/22/13 under the email address of *********@hotmail.com and completed 1 document during your trial period. The sign up page for the trial indicates that "After your one-week trial period ends, you will be charged $19.95 per month" . When entering the trial, you are agreeing to the terms and conditions of the trial detailed: http://www.rocketlawyer.com/terms-and-conditions.rl#freetrial which is why you were billed. Given the confusion and as a courtesy I have requested that my billing department refund the charges associated with this account. You can expect an email from them and the funds to be returned in 2-5 business days, depending on your bank. If you have any other questions please let me know. Regards, ****

4/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was billed for a service that was a 30 day trial and I requested my money to be refunded to my credit card at which time the document that I created I signed up for the trial membership with Rocket Lawyer on February 9, 2014 and had 7 days to continue or cancel and they would not charge my credit card. In the interim I completed a Lease Agreement and my wife signed it and then my son were to e-sign but could not e-sign the document. He could not complete this transaction and as a result their system did not work and I want my money back even though I did not cancel in time according to their rules. If their system is faulty then I should not be charged.

Desired Settlement: Refund my credit card

Business Response: Initial Business Response /* (1000, 5, 2014/04/07) */ Hi *****, Sorry for any confusion you had about our trial policies. Your account is canceled after the trial rolled over on 2/1614. The terms and conditions for it can be found at http://www.rocketlawyer.com/terms-and-conditions.rl#freetrial. We only offer a 7 day trial, not a 30 day trial as stated above. Normally your account would not be eligible for a refund, however, I saw in our customer service notes about your account that you had trouble using some of our service. As such, I will refund the $39.95 charged. Please allow 3-5 business days for the funds to be returned to your card. Initial Consumer Rebuttal /* (2000, 7, 2014/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Canceled the free trial membership offer within the time alloted, but continued to be billed $39.95 per month. In December I signed up for a one week trial membership online at RocketLawyer.com. The service did not provide what I needed, so I cancelled on-line the same day I signed up. When I cancelled there was no acknowledgement. I've tried calling (XXX) XXX-XXXX, but cannot get through. I've e-mailed '*****@rocketlawyer.com', but no repsonse. I submitted e-mails through Rocketlawyer.com, but get no acknowledgement that it was received. Rocketlawyer continues to charge my credit card $39.95 per month

Desired Settlement: I want the two monthly charges of $39.95 refunded, totaling $79.90

Business Response: Initial Business Response /* (1000, 5, 2014/04/07) */ Hi ****, I had emailed you on 4/2/14 at the email address of **********@verizon.net confirming the 2 refunds of $39.95. They were posted on our end on 4/2/14 and can take up to 5 business days to post back. If you have any further questions, you can reach us at ************* Please call and ask for me if you still have problems confirming this refund. **** Initial Consumer Rebuttal /* (2000, 8, 2014/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a 7-day trial offer with Rocket Lawyer. After 6 days I cancelled the offer. I am being charged anyway. I signed up for a 7-day trial free trial offer of Rocket Lawyer on 2/20/2014. I went through their on-line "downgrade" process on 2/26/2014. In spite of my cancellation of my account with Rocket Lawyer within the 7-day trial period, I received a debit on my bank account on March 1, 2014 and again on March 29, 2014. My account number at Rocket Lawyer is XXXXXXXXX. Payment is coming from my account at Bank Mutual in Hudson, WI. I plan to file a complaint with my bank on Monday, March 31 in the hopes of stopping further payments. I tried on several occasions to contact Rocket Lawyer at the phone number on their website, XXX-XXX-XXXX, but was unable to speak to a person. In all attempts, I was put on hold indefinitely. I'm wondering if this is a scam of some sort and am concerned that I will never be able to cancel my account with this disreputable company.

Desired Settlement: I would like $79,90 for two months of debit payments and want my name to be removed from Rocket Lawyer's customer list.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Hello ******, Our records show you started the 7 day free trial on 2/20/14 and completed a document during that trial period. The trial ended on 2/27/14 and see you were able to cancel the trial the same day of, but after the trial converted to the monthly membership as you were billed $39.95. The 2nd charge was a billing error as you were billed again $39.95 on 3/27/14. We apologize for that error and see a refund was granted our on end for $39.95. Please allow up to 5-7 business days for that amount to post back to your account. We will go ahead and also refund the first charge of $39.95 the day your trial converted as a courtesy. Your account is currently a free account still giving you access to print any documents you completed in the past. No further billing will occur. If you have any questions, feel free to reach us at ************. Initial Consumer Rebuttal /* (2000, 7, 2014/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a fair compromise to my complaint. Consumer Response /* (2000, 12, 2014/04/08) */ After informing my bank (Bank Mutual) of the situation of Rocket Lawyer taking funds from my account, Bank Mutual reimbursed my account for the two payments of $39.95 each. In addition, we cancelled my bank debit card to no further charges can be accepted from Rocket Lawyer. So, in summary, I have gotten all my money back and therefore need no additional funds from Rocket Lawyer. I still think that Rocket Lawyer is not a particularly consumer friendly web site and plan to avoid them in the future. Thanks you for your very quick response on this issue.

4/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled the service months ago, but this company continues to bill my credit card for service I cancelled. I can't get anyone at Rocket Lawyer to respond, credit me back for charges that were not valid, and they appear to have very deceptive and illegitimate billing practices.

Desired Settlement: repetitive monthly charges

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Dear ******, Our records show that you did have your account downgraded to a free level on January 2, 2014 after having a conversation with one of our representatives. It appears on or around March 5, 2014 you contacted our offices in regards to possible refunds. I see that several months were credited back to you on that date. After that I show on March 17, 2014 you spoke to a representative in our offices. I also show that two different members of our billing department also emailed you directly about your concerns. As your request to the BBB was also submitted on the March 17, 2014 is possible that everything has been taken care of for you? Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

4/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Billed for service after canceling subscription online. On 3/19 I subscribed to a 7 day trial membership to Rocket Lawyer. On 3/25 I cancelled the subscription on their web site and received a confirmation page (unfortunately not saved) that my subscription had been downgraded to their free service. On 3/27 my American Express account was charged for the service. I sent a note requesting that the account be credited since I had cancelled. I received a note in return saying that I had not cancelled and that they had charged my account according to their terms of service. ADDITIONAL DETAILS: Case is being handled by another organization: NY State Attorney General

Desired Settlement: Want amounts charged credited back to my account. Also want ALL of my information removed from ALL of their databases, files, account management and other systems.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Hello *****, I'm sorry to hear about your difficulties canceling. Email correspondence I was copied on indicate that you also contacted us directly and that the issues mentioned above have been resolved. If you have any questions, or anything was not handled to your satisfaction, please let me know. Thank you for using Rocket Lawyer, **** Initial Consumer Rebuttal /* (3000, 7, 2014/04/03) */ Hi ****** I received a call from **** who I believe is Rocket Lawyers VP if customer service. He apologized for any problems I had with the site and agreed to refund the charges although this has not yet been reflected in my Amex online statement. He later called me back, at the request of his legal department, and I referred him to you and this case. Based upon his call I have held off on involving the office of the NY Attorney General. ***** Final Consumer Response /* (2000, 9, 2014/04/04) */ They have refunded what they charged me and appear to have deleted my information from their systems. You may close the complaint. *****

4/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was billed 19.99 a month since July 2012 for a free Will. I did not have a subscription. They used my credit card which was needed to print. I downloaded a free Will for **. In order to print, I had to agree to the terms and conditions, create a password and input a credit card for a free trial. Rocket Lawyer used this information to bill me 19.99 a month since July 2012. I want my money back because they did not have authority to charge my credit card.

Desired Settlement: Refund 20 months @ 19.99/month. $400.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Hello *****, We are sorry for any confusion you had surrounding your Rocket Lawyer account and trial. The sign up page for the trial indicates that "After your one-week trial period ends, you will be charged $19.95 per month" . When entering the trial, you are agreeing to the terms and conditions of the trial detailed: http://www.rocketlawyer.com/terms-and-conditions.rl#freetrial, which is why you were billed. You have the ability to cancel the account before the trial ends and incur no fees along with gaining access to your document. As a courtesy, we have processed refunds for all of the charges that were connected to a valid card. Two of the credits were apparently on an expired card and did not go through on our end. My billing department emailed you today to get the necessary information to process the remaining credits. Please reach back to them to get the final amounts refunded. Thank you for using Rocket Lawyer, **** Initial Consumer Rebuttal /* (2000, 7, 2014/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are providing a full refund, so I accept.

4/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 19,2014 I entered the Rocket Lawyers' website looking for a contract services model. I registered for a 7-day free trial offer and offered my account number as requested. On March 20,2014 they charged $39.95 to my account.When I complained to them they answered that I have registered for the free trial on March 7, 2014, which is not true and since 7 days has spanned since the registration and the date I requested the contract model the charge was valid. This is obviously a scam to obtain your account number and charge for a service that was supposed to be free. Product_Or_Service: legal documents models

Desired Settlement: DesiredSettlementID: Refund I want the $39.95 charge reimburse to my mailing address. (Since the initial complain I changed my account number.)

Business Response: Initial Business Response /* (1000, 5, 2014/04/03) */ Hi ****, Our records indicate that you entered our One Week trial (http://www.rocketlawyer.com/plans-pricing.rl) on 3/9/14 and completed a document the day of. The terms of the trial are stated on the sign up page and full terms and conditions located here:(http://www.rocketlawyer.com/terms-and-conditions.rl#freetrial)After the one week trial, if the trial is not canceled, it will automatically roll into a monthly membership at $39.95. Your trial was not cancelled in the 7 days and rolled into a membership on 3/16/14. We are sorry for the confusion, but Rocket Lawyer does not offer a 30 day trial with our free trial, just one week. Your account was downgraded by a customer service representative on 3/20/14 after you emailed in. You will have access to our services until 4/16/14, and no further billing will occur. Unfortunately this account is not eligible for refund based on our refund policy. If you have any questions, you can reach us at 877.881.0947. Initial Consumer Rebuttal /* (2000, 7, 2014/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged without my consent for $39.95 & when I requested a refund, it was denied. I had tried to cancel within the trial & couldn't find out how I signed up for a 7 day trial period of Rocket Lawyer but didn't realize they would automatically bill my credit card for $39.95 at the end of the 7 days. I had gone into their website last week to try and cancel the trial but couldn't figure out how to do that. Then when I saw the charge on my card, I sent them an email asking them for a refund. From what I had read on their website, I had 30 days to do that. This is the message I got back from them. Hello ***** L., Thank you for contacting Rocket Lawyer support. We show that a 7 Day Free Trial was started on 02/24/2014. When that account was not downgraded during that trial period, per the agreed upon terms of the trial, the account entered the paid Legal Plan on 03/03/2014. Please note that this account is confirmed downgraded as of 03/08/2014. Unfortunately pursuant to our terms and conditions this account is not eligible for a refund. You have full access to your Legal Plan through 04/03/2014 at no further obligation. We would encourage you to use the site and see the many documents and services available. Since your Rocket Lawyer membership has been downgraded you will not be billed again. If you have any other concerns please contact us any time by e-mail. Sincerely, ****** RocketLawyer Support Team www.rocketlawyer.com

Desired Settlement: I would like $39.95 credited back to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Hi *****, We show that a 7 day trial was started on 2/24/2014 when you created 2 documents. When that account was not downgraded during that trial period, per the agreed upon terms of the trial (http://www.rocketlawyer.com/faq.rl#trials), the account entered the paid Legal Plan on 3/3/2014 and was billed $39.95. Please note that the account was successfully downgraded by you on 3/8/2014 at 4:35am PST, 5 days after the 7 day trial had ended. You have full access to your Legal Plan through 4/3/2014 at no further obligation. Since your Rocket Lawyer membership has been downgraded you will not be billed again. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that the business practices of this company are underhanded and that they should not be allowed to continue doing business this way. It was not at all clear to me that I only had 7 days to cancel my free trial before my credit card was charged. As soon as I realized I had been charged, I canceled it. I have never had a company not accept a cancelation of a free trial with a full refund. When I looked at the terms on their website, it said that you could get a full refund within 30 days of signing up and I was well within that time frame. They are lawyers of course and are very good at misleading you. They use the term downgrading your account instead of cancelation which is very misleading. I truly can't believe that it is legal for them to charge your credit card without notifying you first and then to refuse to take those charges off. I am very dissatisfied with their response and handling of this issue and I will never use their so called services again. What a poor excuse of a way to do business! They should be ashamed of themselves for being so devious. Final Business Response /* (4000, 9, 2014/03/18) */ Under our term and condition of the free trial (http://www.rocketlawyer.com/terms-and-conditions.rl#freetrial), the 2nd paragraph states "No refund of any amount paid shall be granted under any of the following circumstances: 1) the accurate conversion of a free trial to a paid service; 2) the accurate collection of any fee, whether it be for an active membership, a subscription service, or as payment for any product." The 30 day refund you are referring to is for annual membership, not the trial period. That is explained on the 3rd paragraph. Sorry for the confusion, but as a customer courtesy, we will refund the charge of $39.95 to your account. Please give this 5-7 business days to post back to your account with your financial institution. You will also still have access to the legal plan until 4/4/14.

3/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 1-time document for $49. I didn't purchase any mo. or annual plan; howver, a salesperson sent me 1 high-pressure & 1 bait/switch pitch. From: ***** ********* <***************@yahoo.com> To: **** ******** <*********@rocketlawyer.com> Cc: "******@rocketlawyer.com" <******@rocketlawyer.com>; "****@rocketlawyer.com" <****@rocketlawyer.com>; "*******@rocketlawyer.com" <*******@rocketlawyer.com> Sent: Sunday, March 23, XXXX X:XX PM Subject: Rocket Lawyer Bait & Switch "Billing Charges" Email Sales Pitch (Also Note Full Email Thread) ****, The context of your email to me today (3/23) below disturbs me. I interpret it as "bait & switch" form of fraud by either you as a salesperson and/or as a business practice directly by Rocket Lawyer, Inc. Clearly there is a mistake here from you. "My memory" does not need refreshing. Please note the following: I am NOT on a Rocket Lawyer "monthly program" as stated in your email below. I do NOT have any Rocket Lawyer "account" as indicated by you in # 1 below where I am "currently paying $40 a month, $480 a year." I ONLY purchased 1 document ("Will for Single People with No Children" for $49.95 on March 5, 2014). The end of this email thread contains Rocket Lawyer's purchase confirmation to me. I have a "free" membership (membership # XXXXXXXXX) as indicasted when I log in. I have read Rocket Lawyers terms & conditions carefully and find nothing to indicate otherwise than my statements above. I am NOT interested in your offer # 2 as outlined to me in your email below. Please confirm the following: Confirmation of receipt of this email & acknowledgement of my 6 points above. Just to make sure that there is no confusion please also confirm that I will NOT be billed any further amount from Rocket Lawyer. Thank-you, ***** ********* ***************@yahoo.com ==================== From: **** ******** <*********@rocketlawyer.com> To: **** ******** <*********@rocketlawyer.com> Sent: Sunday, March 23, XXXX X:XX PM Subject: Billing charges Hi, I wanted to introduce myself as your account manager at Rocket Lawyer. I see you are currently in our monthly program. You have a couple of choices: Keep the account as is – you are currently paying $40 a month, $480 a year. Offer you a discounted plan – Our annual is $399, but I can discount this $100 and refund your last month's charge of $40, thus making your total a one-time payment of $259 for a full year. To refresh your memory, membership benefits include: unlimited document creation, attorney document reviews, unlimited attorney consultations, online Q&A with lawyers, as well as 40% off our attorney's hourly fees Please let me know which of these would make the most sense for you and your needs, and provide a good contact number where you can be reached. Best Regards, **** ******** Legal Specialist Rocket Lawyer, Inc. (XXX) XXX-XXXX From: **** ******** <*********@rocketlawyer.com> To: **** ******** <*********@rocketlawyer.com> Sent: Friday, March 14, XXXX X:XX PM Subject: Billing charges Hi, You just recently purchased one of our documents, and that's great. However, if you need another document this year it's going to cost you and these fees add up. We can refund the amount you just paid and give you unlimited access to over 14,000 documents and contracts, and even free Attorney consultation's AND document reviews for $199.00. Let me know if this will work for you. Cheers, **** ******** Legal Specialist Rocket Lawyer, Inc. (XXX) XXX-XXXX ==================== From: Rocket Lawyer <*******@rocketlawyer.com> To: ***** ********* <**********@yahoo.com> Sent: Wednesday, March 5, XXXX X:XX PM Subject: RocketLawyer - Purchase Confirmation Hi *****, Thank you for purchasing your Will for Single People with No Children. Here are the details of your order: Description: Will for Single People with No Children Amount: $49.95 If you have any questions, please don't hesitate to contact us: *******@rocketlawyer.com. The Rocket Lawyer Team

Desired Settlement: With the bait and switch tactics of this business, or at least by one of their "Legal Specialists," they should consider refunding $49 for the one-time document I purchased as good will in lieu of their bait and switch sales tactics.

Business Response: Initial Business Response /* (1000, 9, 2014/03/25) */ Dear Mr. *********, Our records indicate that you also initiated direct contact with Rocket Lawyer on March 24, 2014 regarding the matter stated. As stated in that correspondence, the second email was sent to your account accidentally and you were not enrolled in any recurring payment plan. Our last email indicated you were satisfied with our response and we will consider the matter resolved. If you still have any questions regarding this matter please call (XXX) XXX-XXXX. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Initial Consumer Rebuttal /* (2000, 12, 2014/03/26) */ Case was resolved yesterday, 3/24/14, by the client company.

3/26/2014 Advertising/Sales Issues
3/25/2014 Delivery Issues
3/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Offer a seven day trial but it is impossible to cancel. No way to cancel on the website and have not been able to reach anyone at their listed phone n Used the free trial to create a lease agreement. Attempted to cancel prior to the seven day trial and was unable to find any avenue to do so through their website. I attempted to call their phone numbers on several ocassions and have been unable to cancel or even speak to a human being. This site is a scam and a ripoff that doesn't allow you to get out. They have deducted money from my bank account and I expect it to be returned and my contract cancelled.

Desired Settlement: I want the money they deducted after the trial ended returned to my bank account and cancellation of my account.

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ Dear *****, We are sorry that there appeared to be a difficulty in downgrading your account. According to the information on this request you contacted the Better Business Bureau on February 28, 2014. According to our records you successfully contacted our office on February 27, 2014 and a full refund was issued. Those funds should be appearing in your account shortly if they have not already. Hopefully you consider this situation resolved, but if you are wondering about any other details about this incident please don't hesitate to reach out to us. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I looked at this site...Rocketlawyer.com...but I NEVER signed up for a free trail or gave permission for them to deduct 39.95 from my bank. In Feb. 2014 i was looking at my bank statement and noticed a charge for 39.95 from rocketlawyer.com. When i contacted them they said I had signed up for a free trial and then when it ended they charged me. I asked to see the form I filled out giving them access to my account and they have yet to answer or show proof. I have contacted my bank and set in motion to retrieve my hard earned money.

Desired Settlement: I would like the BBB to set this company straight that it is unacceptable to steal money from peoples accounts.

Business Response: Initial Business Response /* (1000, 6, 2014/03/03) */ Dear ***** *******, According to our records a visitor came to Rocket Lawyer's website on October 25, 2013. On that date a document was created and completed. Upon the end of the interview Rocket Lawyer presented a few different options about getting access to the document. The option that was selected clearly stated that we offered a seven day trial period and if the user didn't wish to have an active account they only needed to inform our offices to end the trial. On this same page with the offer the entire credit card number used for any transactions is collected along with the three digit security code located on the back of the card. Rocket Lawyer has no other way to gather this information then having the user manually entering those numbers. That is why they billing began to occur. If you would like to revisit the terms of this offer please see this link though it appears you may not interested in doing this at the moment: http://www.rocketlawyer.com/faq.rl#trials I can see that you have emailed our offices a few times about this and in these messages you note that you refuse to do so. On February 21, 2014 we emailed you a few screen shots that showed how the information was collected. Rocket Lawyer has no interest in billing anyone who doesn't wish to be a member of our services. As it is clear you do not wish to be a member we have ceased any billing now or in the future. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 1/13/2014 I agreed to a 7 day free trial. I first tried to cancel the trial online but it would not process. requesting a refund On 1/13/2014 I agreed to a 7 day free trial. I first tried to cancel the trial online but it would not process. the next day I tried again and it worked. Rocket lawyer ended up taking the money out of my account. When I contacted them I was told that they don't state it but your 7 days includes the day you sign up. I successfully cancelled the trial on 1/20/2014. I am requesting a refund of $39.95

Desired Settlement: I want a refund of $39.95. I tried to cancel on 1/19/2014 and again on 1/20/2014.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Dear ******, Our trial covers seven (7) days of our service starting the moment you enroll in a trial account. At the end of this seven day period trial accounts convert to monthly accounts that allow for expanded access to our services, this process is done exactly seven (7) days from the time that an account is started. Meaning if a customer enrolls at noon on Sunday the 1st of March your trial account will move into a monthly account on the following Sunday which is the 8th of March. Unfortunately our site did not register any cancellation action taken by your account until after the seven days' time had elapsed; this caused your account to be billed. After this had already occurred we have a recorded request by you to cancel the account, during this time a customer service representative assured you that the seven (7) day trial begins at the moment you sign up, not being inclusive of the portion of that day that had passed ***** to signing up. At this point working under the information we were able to see they confirmed the existing cancellation of your account, but the billing itself had already taken place after the trial period. In recognition that you may have attempted to cancel your trial prior to the account change on the 20th and had a technical issue we are more than happy to issue a refund of $39.95 as quickly as is possibly to show that we only have the best intentions with regards to our customers. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/03/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like the amount of $39.95 credit back to the account it was taken out of and thank you for your time

3/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Billing monthly for what was supposed to be a one time payment and could not contact anyone to resolve the problem. In early Jan. approximately Jan. 7 or 8 I started to cancel my free trial with RocketLawyer, when I selected downgrade I was given a "Special Offer" of 1 year for the cost of 1 month. With an astric stating it was not a reoccurring charge. I agreed to the one time charge of $39.95 for the year and was charged on Jan. 9. However, I was charged again on Feb. 8. When I attempted to contact the company on Feb. 17, when I noticed the extra charge, I called and was disconnected after being on hold for approximately 1.5 minutes. An automated system answered the call, I never spoke with a person. I called 4 more times and each time I was disconnected after approximately 1.5 -2.5 minutes. I attempted to open a direct chat from their website but no active links were available. I also tried to email them from the website and nothing was processed. I have since canceled the account and called my credit card to dispute the charge and prevent any future charges. ADDITIONAL DETAILS: Case is being handled by another organization: Chase Credit Card

Desired Settlement: The Feb. 8 charge of $39.95 refunded and no further charges applied to my account.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ Dear *******, When we look at your account is does appear that we offered you the Essential Annual plan, but instead of this being selected our seven day trial period was selected. Once the trial period ended you were enrolled into our monthly plan. That is why you were billed twice even if you did not intend to be. We can see that a representative has issued a refund to you on February 17, 2014 as requested. We hope you believe the matter resolved. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer withdrew $399.95 from my credit card without my authorization. On February 11, 2013, I contacted Rocket Lawyer to help create an LLC for a new business. On the phone the sales agent tried to sell me all yearly package deal, in which I refused the offer. I told him I was only interested in the LLC and had no need for an annual package deal. However, Rocket Lawyer withdrew $399.95 from my credit card without my authorization, on February 10, 2013. Called them and they refused to reverse the charges on my credit card. ADDITIONAL DETAILS: Case is being handled by another organization: USAA Bank

Desired Settlement: I want the charges reversed on my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/02/13) */ Dear ****, As you noted in 2013 you had asked Rocket Lawyer to form a company on your behalf. In addition to that I see that you did purchase an annual account. A few days after this was purchased I can see that you connected to a representative about your account and how things were going. Had you mentioned to that person at the time you didn't wish to have the active account we would have issued a refund to you at the time. During 2013 I can also see that you took part in our document creation and attorney referral services. If your account wasn't active at the time you would not have been able to do so for you. It looks like when we tried to call you in April about your legal issue we had difficulty in reaching you by phone. Also when looking into your account activity before it renewed I can see that Rocket Lawyer sent you a few emails in last 30 days to warn you of the renewal in addition to calling you. When we tried to contact you by phone the number we had on file was no longer valid for you. We can't say if that might have been a temporary issue and it now works, but we did try to notify you about the upcoming renewal. I've looked into our email database and we also can't see that you wrote to us about these billing issues. Did you happen to write to us from a different email address so that I can look further into this for you? Finally I can see that you did call our offices on February 11, 2014 about this new billing. The person you spoke to was not authorized to issue a refund on the account. From the notes on the case I can see that she tried to explain this to you, but it sounds like she wasn't successful. I do see that she also sent you an email with how the refund process can be completed. As you aren't interested in having an active membership with Rocket Lawyer I have had the account downgraded and a refund for the billing that just occurred refunded. You should have an additional email about this in your inbox shortly if it is not already there. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Website prominently states "first legal form free." Only in their lengthy terms does it state I'm auto-enrolled in a $40/month service I don't want. I wanted a simple loan agreement. I saw their website which states "first form is free." I was not aware that choosing this form auto-enrolled me in a $40/month service I have no use for. It's in their VERY lengthy terms and conditions, but they are quite aware that consumers don't read those, or we wouldn't have time to do anything else. It wasn't until they called me to further upsell me on an even more expensive service that I knew I had been billed $80. The refused to refund my money.

Desired Settlement: Refund of the $80 they took via my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ Dear ***, On December 27, 2013 I can see that you visited the Rocket Lawyer website. On that date we made a few different offers to you. If you wanted only a single document from our site that option was available to you, but it appears that instead you signed up for our seven day trial period. On that page we very clearly stated if the account wasn't closed within the trial it would convert into a monthly membership. This offer is very clear on the site and is not buried in a series of terms and conditions as you are mentioning here. If you would like to see how clear we make this offer please see this link: http://www.rocketlawyer.com/faq.rl#trials Please feel free to look over this offer again and see how explicitly clear we are. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 11, 2014/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/03/05) */ ***, We are not happy that you aren't satisfied with the response, but we did take every precaution to make sure something like this would not occur. We have thousands of customers every day that do not go through the same experience you did as the terms and conditions, along with our other offers, are clear to them. To show that we understand we will issue a refund of a month that we billed you. Hopefully in the future when you visit other websites that have free offers or use the subscription models you will be able to take the time to read through what is being advertised before agreeing to the sites' conditions. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Debiting of my account without notification by email I used Rocketlawyers service on 9/25/13.I forgot to unsubscribe.I thought my subscription was ended because I received no emails detailing a recurring charge of $39.99 occurring between the 2nd to 5th of the month in Oct Nov &Dec.At this time I had no online access to my bank account due to Guaranty Bank doing an upgrade,until nov 4th.Ireceived no emails from Rocketlawyer from Sep 2013 til Dec 2013 when they recommended an upgrade.At this time,I realized they had continued to charge me with no notification.When contacted they said they were not the refund department,They said I could contact the refund department by email to request a phone call.I have done so .that was 4 weeks ago and I haven't received a call from them.I did not use their service after Sep 25th.I received no service or notification of billing afterwards.If I had received an email in Oct 2013,I surely would have cancelled it then.Emails are free.Why not notify me?

Desired Settlement: $119.97 eXactly

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Dear *****, As you mentioned on September 25, 2013 you opened an account with Rocket Lawyer that started with a seven day trial period. On that day, and on the page that we collected the billing information, we clearly stated that if the trail was not ended within the 7 days it would roll over into a monthly account. Without that agreement this situation would not have occurred. On that date we sent you a confirmation of the account along with a code to change your password when you had a moment available. If you would like to review the terms of service please see this link: http://www.rocketlawyer.com/faq.rl Rocket Lawyer conducts our billing policy along the same lines as other major internet vendors. Most gyms, Hulu, and Netflix do not send out monthly billing notices by email. In the past our customer base found this practice intrusive so we do not do as such. Regarding your access to Guaranty Bank. While we understand that you did not have online access to check your balances do they not send you a paper copy of your monthly statement? If they do you would have noticed that our name and phone number were listed each time you were billed. If Guaranty Bank only emails you copy of your statements the same information would have been listed. We have our name and phone number put in banking statements to make sure that our customers have ever opportunity to contact us when need be. You may wish to address the fact that your monthly statement was not made available to you with your bank. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (4200, 13, 2014/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although a partial refund is better than no refund,I do not accept that it is ok to let me know about billings two to three months later.Also,the time frame to contact me is hampered by the fact that this company is based in California and that I am not allowed to recieve calls on my job.Anytime after 5pm Cali time til midnight is a pretty large window and I keep all my voicemails.there was no message left and no call made from the refund department.I only want my remaining $79.90 refunded. Final Business Response /* (4000, 9, 2014/01/29) */ Dear *****, Rocket Lawyer is extremely concerned with customer satisfaction. From looking at the email you sent us about getting a phone call back you stated, “i called that number and they were no help.please call me at XXX-XXX-3032 (phone number removed for your privacy) after 4:15 pm CST when I am on lunch.thank you” It looks like we did try to call you, but you had such a small window of availability we weren’t able to reach you. Again, we are sorry that your bank was not clearly communicating during this period of time. Rocket Lawyer did attempt to let you know about the billings, but it appears that we didn’t do so in a manner that suits your wishes. We are always looking at ways to improve our customer experience. To show that Rocket Lawyer is willing to work with our customers we shall issue a partial credit for the charges that occurred. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Cancelled free subscripton trial then ended up getting billed monthly. In October I was looking online for some help with documents I needed since I was renting a home to someone for the first time. I initally found Rocketlawer and they had a free week trial. They required a credit card # up front. I signed up and gained access to their site but the only document I found was confusing so I didnt complete the "upgrade" it asked me to and instead cancelled. I would get monthly emails about upgrading my account and said to view account activity, I was suspicious that I would get emails since I cancelled, but when I logged in there was no statement that I was billed or that I was a member so I ignored the emails assuming it was just spam trying to get me to return. I recently moved from ** to ** and an only now realized they were pulling $39.95 once a month for the last 4 months but I never received any notification from Rocketlawyer that they would be billing me. I attempted several calls to call the customer service at XXX-XXX-XXXX on my breaks at work or when I got home and would hold over 20 minutes never speaking to someone and finally giving up and disconnecting since my breaks would be over. I believe they make their website purposely confusing and obscure so that they you are unable to effectivly cancel and they can continue to take money from you. As well as not have a customer service line that is being properly serviced and staffed available reps to assist callers.

Desired Settlement: I am looking for my credit card to be refunded a total of $159.80. The total amount of 4 charges of $39.95 that was taken out on 10/29, 11/29, 12/30 and 1/29.

Business Response: Initial Business Response /* (1000, 5, 2014/01/31) */ Dear *****, We can see that you did begin the trial period in October, but it shows that you did complete the document. We believe you might have meant that you didn’t actually use the document after it was completed. When you say that you attempted to cancel the account how did you do this? In looking over the account activity we can see that you did review several of our emails over the last few months, but we don’t show that you decided to downgrade the account to a free level until you successfully did so by yourself on January 29, 2014 without our help. As you were billed a few times did you happen to notice in your monthly billing statement Rocket Lawyer directly listed our name and phone number to avoid such a situation as this? Had you called our emailed us during these months we could have immediate stopped the billings from occurring. On January 28th and 29th Rocket Lawyer did experience a large volume of calls that we were not immediately able to respond to. Taking that into account we have had your final billing refunded. In the future if you ever need to contact our offices we are available for calls twelve hours a day from 6 AM to 6 PM Pacific Standard Time Monday through Friday. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (4200, 13, 2014/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rocketlawyer states that they make it easy to cancel before being billed. If that was the case, I would not have been billed since I immediatly attempted to go back and cancel the subscription. All I could find was a box saying I needed to upgrade to complete. So at that time I assumed I had already cancelled it. THEN, when I got the first email saying "view your account activity" I was immediatly concerned that I was still active somehow so I followed the link in the email expecting to see a statement/charge that they were billing me but all I saw was again, a box that said I had no activity. I could not locate anywhere where it said I was still enrolled, and the website and emails available to me does not clearly indicate an active membership or charges. So after that I assumed the emails I were getting were attempts to bring me back as a customer. The website and communications are very deceiving. I had no reason to may $40 a month when I was looking for one document. And if it ended up being the document I needed I would have gladly paid a one time $60.00 fee. However they force you to put in a credit card info and say they wont charge as long as you cancel then make it impossible for you to cancel. I am not a lawyer or detective and these sites are suppose to cater to regular consumers. And I feel taken advantage of. I will stand by my complaint. Final Business Response /* (4000, 9, 2014/02/06) */ Dear *****, On the page that the billing information is collected on we make a few statements on the right hand side of the screen. You will not be billed today Use Rocket Lawyer free for one week. After your free trial ends, a Rocket Lawyer plan will start and this credit card will be charged $39.95 per month. Cancel risk-free online If you decide you don’t want to keep your plan during your trial, Rocket Lawyer makes it easy to cancel online before you are billed. This was when we said that if you didn’t wish to be billed the account needed to be downgraded. This information is not hidden at the bottom of the screen or anything of that nature. It is immediately next to the fields to enter the credit or debit card. Underneath the payment information we also then go on to state if you don’t want the free trial period you may skip the trial period and purchase the document for a one time billing of $59.95. As far as how your account status was displayed, when you have the active membership and are logged in the account displays in the far upper right hand corner your name and account status. During the trial it states the account is on trial. After the trial is completed it switches to the phrase Complete Account. Regardless of you receiving a paper statement Rocket Lawyer still displays our contact information when listing ourselves for our customers billing statements. We want to make sure that if there is ever a question when reviewing your statements on a monthly or daily basis we are always represented to avoid an incident like this. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refused a to give a refund. On 1/18/14 I partook in a free 10 day subscription. On 1/19/14 I went on the site to cancel my subscription, I know for sure because I just looked at my history. They don't have an obvious auto-bill off. They have a downgrade subscription, which I did, I know I did. The history on my computer shows I visited their dashboard section on 1/19/14. Fast forward to 1/27/14 somehow it comes to my attention that 39.95 come out of my checking account. I contact them immediately, cancel my subscription I didn't want, and have to e-mail about getting a refund of my 39.95. Today I get a response telling me I will not get a refund. My downgrade was not done in time. Because of this auto withdrawal my checking account went in the red. I suffered a 29 dollar fee and that has now caused another billed I payed to be in danger of having insufficient funds. So there will be another 29 dollar fee, and a possible fee from the water company.

Desired Settlement: I want my 39.95, 29 dollar insufficient funds fee refunded. If I incur any other insufficient funds fees associated with this problem refunded as well.

Business Response: Initial Business Response /* (1000, 5, 2014/01/31) */ Dear ***** *****, As you noted you did participate in a trial period offer on January 18, 2014. The trial was only for a seven day period though. Unfortunately Rocket Lawyer has never in our entire history offered a ten day trial in any way. If you would like to review the trial offer please see this link: http://www.rocketlawyer.com/faq.rl#trials We were concerned that you attempted to log into the account and end the trial on January 19, but we do not show that you actually logged into the account on that date. Had you done so you would have been able to end the trial without assistance. Even if you visited the website and did not log into your account you might have noticed that on every page of the site is our phone number, (XXX) XXX-XXXX, or you could have written to us at *******@rocketlawyer.com. We’ve checked these other avenues of communication and we don’t see any attempt by you to halt the trial. Also in looking over the emails you sent to our offices on January 29, 2014 at 4 PM Pacific Standard Time you basically stated that you understood that a refund wouldn’t be issued and that you wouldn’t be returning to the site. From that message it appears that you believe this matter to be resolved. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (4200, 13, 2014/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I logged on specifically to look to turn of the auto bill. I clicked on manage my account. It said downgrade and would not let me do anything else. I was there the 19 to end my subscription. I want my 39.95, and deserve the 29 dollar fee when this caused my insufficient funds! If you really are honest, and reputable you'll do the right thing. Your website is deceptive. In your last response you said I could have called I should've had to called. Final Business Response /* (4000, 9, 2014/02/04) */ Is it possible that you logged into Rocket Lawyer using a different address on the 19th? Or might it be possible that you only visited the website, but did not actually log on to your account? If you didn't log on to the account the instructions to end the trial would not be made immediately available to you.

3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer uses a deceptive solicitation process and terms. Rather than providing pricing information about services, online users are funneled into a very limited trial period of 1 week, rather than 1 month as is customary for monthly service charges. Confirmation of the "trial period" was not stated to be only one week. I thought it was the traditional monthly process standard in sales, but it was not. In order to access their "free assistance" as marketed on the Internet, you first have to sign up with billing information and participate in the "trial". After I cancelled the monthly $39.99 service, then I was emailed that my subscription had been downgraded to the "free" level, but no such "free" level was available before cancelling despite their marketing efforts espousing plural free legal forms. I'm a pretty smart guy but still got taken. Rocket Lawyer uses these deceptive practices. I don't like them.

Desired Settlement: Termination of these deceptive business practices.

Business Response: Initial Business Response /* (1000, 6, 2014/02/12) */ Dear *******, While many services offer varied lengths of trials Rocket Lawyer has found that the seven day period works best for our purposes and more importantly for our customers. Once an account goes past the trial period a series of additional actions, such as the attorney referral and discount service, becomes available. That is why it is so brief in your view. Regarding the terms of our services when any of our customers review the available options for level of membership we have three different choices. The first is a seven day period. The second is to jump into an immediate monthly membership, and finally the option to become an annual member. Once a person selects they want to have the trial period on the page that the billing information is gathered on we restate that there will be a seven day trial period and we ask the visitor to indicate that they have read and understood our terms of use. Without this agreement it is not possible to start any sort of trial or successfully bill for an account. On the page that the billing information is collected we also clearly state if the visitor doesn’t wish to participate in the trial period they are entitled to have a single free document generated. It doesn’t appear that you selected this since you had opted to begin the trial period. If you would like to review the trial offer along with others please see this page: http://www.rocketlawyer.com/faq.rl#trials Once any person visits the Rocket Lawyer website and enters their name and email address they are registered for a free account. Once that is done there are a series of letters and articles are made available to the member in addition to the free document. It is unfortunate that you didn’t enjoy your experience with Rocket Lawyer, but we did take every opportunity possible to let you know how the free trial works. In no way do we ever want any of our members to ever be confused on how the site works. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Signed up for a 7 day trial. I cancelled within the 7 days and was charged the full monthly fee. I signed up for a 7 day trial and cancelled during the trial period. I tried contacting the company by phone and was not able to reach anyone. I sent several emails asking for a cancellation and none of my emails were returned. On the last day of the trial, I was able to finally reach someone after being on hold for 47 minutes and was told that my trial was cancelled. The next day, my account was charged $39.95 and when I called to request a refund, I was again waiting for a representative for 39 minutes. Once I reached a representative, I was told to send an email to *************@rocketlawyer.com to request a refund. I sent the email and received a response 3 days later stating that they cannot refund my money. I sent another email asking for an explanation as to why because I cancelled within the terms of the free trial and no one responded to my inquiry. I was told that my account is still active since they charged me for the month. I signed up on 1/22 and cancelled on 1/29 (that is 7 days)??

Desired Settlement: I am seeking a refund in the amount of $39.95 as I am not interested in their services.

Business Response: Initial Business Response /* (1000, 5, 2014/02/11) */ Dear *******, From my records it shows that you successfully downgraded your account about 20 minutes after your trial had ended. That is why the billing occurred originally. As it is clear you don’t wish to have an active account I have had the single payment of $39.95 refunded to you. Hopefully you now consider this matter closed. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

3/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company charged me for services I never used. I started a free trial with this company to see if they had the legal document I was needing.The website required a credit card number to get started. I did not know that it was a 7 day trial or that it had to be cancelled. I thought since I didn't use their services that I would not be charged. This company has charged me $39.95 for nothing. I have contacted the company and they are refusing to refund my money. I did not know that a company could charge you for something that you never used. A document was created, but the way they have it set up is you can't see the actual document until all information is put in. After seeing the actual document it was not one that I could use. So it was never used. All I want is my money back. I can not afford to just give anyone any money.

Desired Settlement: I am seeking a refund in the amount of $39.95.

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ Dear *****, It appears that you submitted your notice to the Better Business Bureau on February 28, 2014. I can see that a series of emails were already being exchanged about this and according to our records on February 28, 2014 and a full refund was issued at 8:18 AM Pacific Standard Time. Those funds should be appearing in your account shortly if they have not already. The reason your account was billed was that on or about February 17, 2014 a free trial period was started. On the pages that this trial was offered we said that if the account was open past the seven day trial period it would roll over into a monthly account. If the user did not wish to have an active subscription they only needed to end the trial by logging into the website, calling our offices, or emailing to have that done. As we did not hear from you before the billing the account then automatically was billed. To review these terms please feel free to visit this link: http://www.rocketlawyer.com/faq.rl#trials Hopefully you consider this situation resolved, but if you are wondering about any other details about this incident please don't hesitate to reach out to us. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) My money was refunded today. They made good on what they said they would do. I accet this response. Thank you very much!

2/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I entered into a free trial on the 25th of January in order to take screen shots and cancelled within the hour and have evidence I was still charged. Ont eh 25th of January I enter a free trial with rocket lawyer in order to take screen shots as evidence for a bbb complaint and for my bank due to their fraudulent charge and deceptive trial offer.I cancelled with in the hour and have screen shots and browser history to prove that I cancelled. I was charged on the 1st of February for a trail. I contacted their billing department only to call a automated line and wait for over an hour to speak with a billing person who's name is ******. I gave her details of the situation and informed her that I had various proof of evidence that I cancelled my membership and they did not process it and was billed fraudulently. She stated

Desired Settlement: I would like a full refund and for the BBB to further investigate the billing practices of this company. This company has very deceptive terms and is coning people put of their money by telling half truths on their website and making it difficult for anyone to receive a refund.

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ ******, Under the email you are writing from this is your second case that you have filed with the Better Business Bureau. The first case you had logged was XXXXXXXX. My full response with that case was as such: Our records do show that you spoke to our customer service department on January 23. It appears that when you requested to speak to the billing department they were momentarily unavailable. As we have noted in a previous email your trial period began on January 16, 2014 and needed to be ended before the seven day trial period expired to avoid any possible billing. Once the trial period had completed and your account was still open it converted into the monthly membership that you saw. From what I can tell it looks like you noticed the pending withdrawal of funds and then contacted our offices. That is how this occurred. You may have thought you began the trial at a later date, but I can assure you that we did not bill you early. In recognition of you not being able to speak to the billing department on January 23 I have authorized a refund of the fees that occurred. That will be returned to your account shortly. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX That credit was issued to you on January 28, 2014 and should have appeared in your financial account by now. As the trial is only available one time under an account did you return to the site and make a second account? I would need to know the address of the second account to look into what happened that time. Also you noted you have screen shots of your experience. If our website if having a technical issue with customers cancelling accounts without assistance it would be our top priority to have that fixed immediately. If you still have these screen shots please send them to me directly so I can investigate this further. If you could also let me know what internet browser you use (Firefox, Chrome, Internet Explorer, etc.) and what version of the browser you use that would be extremely helpful in finding out why you could have experienced this issue. I would also like to point out that in addition to customers ending their trial on their own our customers can also email us at *******@rocketlawyer.com (which appears you also did), initiate an instant message conversation with a representative on the site, or call our offices at (XXX) XXX-XXXX Monday through Friday 6 AM to 6 PM Pacific Standard Time. I look forward to your direct email as soon as you have a moment. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (3000, 7, 2014/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not going to handle over my research for your further investigation. As of the 11 of February I am still waiting for your the company to contact me as ****** stated on Feb 4th when I filed my complaint. I want my 39.99 returned to meas I have requested and made clear when I contacted ****** on the 4th of this month and have stated in my complaint to this company. The email to that account was *****************@gmail.com as stated before. I feel that the deceptive practices this companies has to hold refunds should be looked into by the FTC. I cancelled my account within the hour of starting it. I should not have to go through such a process to make sure its cancelled then even more to get a refund. Final Business Response /* (4000, 9, 2014/02/13) */ ******, I show that the second account was refunded the same day that you made your last response. I hope you know consider the matter closed. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer site is deceptive. They claim you can cancel the free trail on line but there is no link to do so. Internet full of same complaint I signed up for a free trial of rocket layer and had the option to cancel in 7 days. I tried to cancel on line as the company advertised and while the FAQ page gives instructions on how to cancel when you follow the instructions they do not take you to a place where you can cancel. Even their "contact us" link is deceptive. While there is a link to email customer service the link does not work. If you check the internet it is full of people with the same complaint. Bottom line: Rocket lawyer does not give you capability to cancel their account as they promise in their advertisement. I find this hard to believe especially since they have the BBB logo on their webpage.

Desired Settlement: Personal resolution: I expect the account associated with my email to be cancelled, BBB resolution: Require the company to remove implied endorsements of the BBB from the site unless they modify their practices and develop a straight forward means to cancel accounts.

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ Dear *****, Regarding your account associated with the email you are writing from I can see that originally started a document interview on August 6, 2013 but did not complete this item. On February 1, 2014 you returned to your account and deleted the interview that was in progress. What I do not see is that you ever elected to start our free seven day trial period. That is why you were not able to end the trial. The free trial is only able to be offered to our customers a single time. If you decide to ever visit our site again please log into your account and view this page: http://www.rocketlawyer.com/plans-pricing.rl You will see towards the left hand side of the page that you could start the free trial at any moment you wish. Regarding the link to send us an email, that page is a web form that asks you to let us know your email address, name, the subject of your email, and then a box to place your question in. My records show that you successfully used this tool on February 1, 2014 at 5:27 PM Pacific Standard Time. If anyone would ever like to write to our offices directly we also can be contacted at *******@rocketlawyer.com. I can see that one of my representatives has responded to your email from Saturday so I hope you believe this matter now resolved. If you would like to discuss this further please feel free to call our offices at (XXX) XXX-XXXX Monday through Friday 6 AM to 6 PM Pacific Standard Time. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled service during trial period. They continue to bill my debit card. I am on a fixed income and can't afford to pay $3.9.95 for nothing. cannot remember when I asked for trail but I did cancel next day. the following month billed me $39.95 in December then 39.XX X-X-XXXX and$35.X X X-XX-XXXX. they told me I had to request a refund at ************************** but cant find it anywhere. this is a scam!

Desired Settlement: request refund for December thru February in the amount of 119.85, 39.95 for each month

Business Response: Initial Business Response /* (1000, 5, 2014/02/11) */ Dear *****, I do show that you started a seven day trial period account that did roll over into an active membership. On December 13, 2013 it looks like you did attempt to downgrade your account into a free level of membership. It looks as if that action wasn’t completed so the system continued to bill you. We are looking into why this occurred as this should never happen for any of our customers. In the meantime please be comforted by the fact that we have refunded your $119.85 as requested. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer Charged me 90.00 on 1/26/2014 and 599.95 on 1/29/2014 and have provided no services to me at this point. Rocket Lawyer Charged me 90.00 on 1/26/2014 and 599.95 on 1/29/2014 and have provided no services to me at this point.I had gotten a call from a Rocket Lawyer representative after I file a FREE incorporation on their website. He sold me an "upgrade" service that would include attorney consultation, filing services etc. Rocket Lawyer then proceeded to charge me twice over two days for a total of 689.95 and I have tried for 3 days to get my money back and they refuse to return it. Their sales person talked me in to downgrading yesterday and promised 200.00 credit immediately along with a 90.00 credit immediately. I want ALL of my money back and when I tried to contact their office they day they ran the charges through SEVEN times causing my account to be flagged for fraud, there were no employees available at any of their locations and they told me that they had an all company meeting. NO employees available to provide service AFTER they charged me all of this money. I still have NEVER received the call from the attorney that they promised and they are not responding to my emails requesting a refund be processed TODAY. Rocket Lawyer has had nearly 700.00 of my money for days and suddenly they have all disappeared. SCAM! Please help! I have never made a BBB complaint but I feel strongly that your agency needs to know about the shady practices this business is engaged in.

Desired Settlement: ALL monies that Rocket Lawyer took from my account. 90.00 on 1/26 and another charge for 599.00 on 1/29. I want an acknowledgement from their management that this refund will be coming to me immediately!

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ Dear ****, In looking over your case history I’m a little surprised that you are stating that we did not provide any services for you. On January 25th you asked to incorporate a business online, but then asked us to hold onto that order while you consulted an attorney. We attempted to work on the attorney connection for you, but it appears that we were not able to reach you by phone. Once it was determined that you no longer wanted Rocket Lawyer to file this for you or be a member of our services the request to speak to an attorney was cancelled. On January 28th the office was in general not available for phone calls due to a companywide meeting. This is in no way a regular occurrence and I can see that you spoke to Linus about this on January 29th. He profusely apologized for the inability to get a hold of the proper contact the day before and then connected you to your sales representative. Also, as you clearly stated you no longer wished Rocket Lawyer to incorporate you he immediately cancelled that process and had a refund issued to you. That amount was $90.00. I can then see as you noted it appears that you and your sales representative were working on an alternate solution for the billing inconvenience you suffered. Ultimately you decided to end your membership and the remaining balance of $599.95 was then refunded to you at 10 AM Pacific Standard Time. Furthermore, I can see that you did send us several emails about your issue and we did respond to you at 7:12 AM on January 31. Was it possible you did not see that email or did you send your complaint here before that time? Rocket Lawyer acknowledges that there were many difficulties you went through with your brief membership, but all of the actions you are requested have already been completed. Hopefully you consider this matter resolved. If not please feel free to let me know directly. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Billed before free trail and have no customer service or billing department to speak too. I called after my account was billed premature when I asked to speak to billing to have a refund they mentioned they have no billing deparment that I can speak to and that I would have to write an email to complain.

Desired Settlement: I would like a full refund from this company.

Business Response: Initial Business Response /* (1000, 5, 2014/01/28) */ Dear ******, Our records do show that you spoke to our customer service department on January 23. It appears that when you requested to speak to the billing department they were momentarily unavailable. As we have noted in a previous email your trial period began on January 16, 2014 and needed to be ended before the seven day trial period expired to avoid any possible billing. Once the trial period had completed and your account was still open it converted into the monthly membership that you saw. From what I can tell it looks like you noticed the pending withdrawal of funds and then contacted our offices. That is how this occurred. You may have thought you began the trial at a later date, but I can assure you that we did not bill you early. In recognition of you not being able to speak to the billing department on January 23 I have authorized a refund of the fees that occurred. That will be returned to your account shortly. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (3000, 7, 2014/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have various screen shots from your website that no not say that I will be charged on the seventh day. Your terms are very deceptive and fraudulent. I had to go on another email in order to prove that your terms are vague and do not specify being charged on the seventh day, not only that but I will have to file another case against you because even though I cancelled the other account with in an hour the company charged me again fraudulently. The consumers need to know that your company has poor business practices. Final Business Response /* (4000, 9, 2014/02/06) */ ******, We refunded this account as I mentioned in my last note to you. In the second case to the Better Business Bureau that was presented to my offices yesterday I went on to state: As the trial is only available one time under an account did you return to the site and make a second account? I would need to know the address of the second account to look into what happened that time. Also you noted you have screen shots of your experience. If our website if having a technical issue with customers cancelling accounts without assistance it would be our top priority to have that fixed immediately. If you still have these screen shots please send them to me directly so I can investigate this further. If you could also let me know what internet browser you use (Firefox, Chrome, Internet Explorer, etc.) and what version of the browser you use that would be extremely helpful in finding out why you could have experienced this issue. I would also like to point out that in addition to customers ending their trial on their own our customers can also email us at *******@rocketlawyer.com (which appears you also did), initiate an instant message conversation with a representative on the site, or call our offices at (XXX) XXX-XXXX Monday through Friday 6 AM to 6 PM Pacific Standard Time. I look forward to your direct email as soon as you have a moment. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This online service preys on those who are not aware or are vulnerable by making them sign up for a "trial membership" that is automatically charged. I was overwhelmed with caring for my husband who was dying of cancer. I signed up to get one document and was charged a monthly fee for 6 months before I realized what was happening. (He died a few months later.) I did not realize I had signed up for a monthly fee (which I agree is my own fault) but they could see that I only downloaded one document and yet they were unwilling to reimburse me for any of the charges. I would have been willing to pay for the document I downloaded. I called them to cancel the subscription in Oct. the same day I called my credit card company to stop payment and it was denied. They said it was because I cancelled after they had already charged my account (by one day). I am sure that technically they feel justified in the charges but they should be ashamed for taking advantage of vulnerable people. I was consumed with caring for my husband, with very little help, and needed a power of attorney. I actually ended up getting an attorney to draw one up- the form I got from them did not work for my purposes- So in essence I paid $240 for nothing. They took advantage of me.

Desired Settlement: At this point I don't care about the money. I just want to lodge a complaint so that people who are savvy enough to check with BBB will see there is at least one complaint on this company. I think they are preying on those who are unaware and/or vulnerable and beyond that they are extremely insensitive.

Business Response: Initial Business Response /* (1000, 6, 2014/01/30) */ Dear ******, First let Rocket Lawyer express condolences over your loss. We know firsthand that situations that you went through are never easy. I do show that you had an account with Rocket Lawyer that was only open for four months at a monthly rate of $39.95 which equals $159.80. We are not sure how you arrived at the $240.00 figure unless you are including fees that your attorney in turn billed you. In looking over the phone calls that you made to our offices in October and in November you stated that you already disputed the charges with your bank. At that point Rocket Lawyer is not able to actually issue a refund as your bank would be retrieving those funds from Rocket Lawyer in addition to issuing penalties on top of the collected sum. Had you contacted our offices before calling the bank the situation would have worked out in an entirely different fashion. Rocket Lawyer makes every attempt to be clear on how our business conducts itself. Before any member agrees to work with us we state exactly how our trial period and renewing membership operates. If anyone would like to review those terms please see this link: http://www.rocketlawyer.com/faq.rl#trials Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (3000, 8, 2014/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The point i am making is that I only downloaded one document. I clearly did not use it the way someone would use a subscription service. Why don't you offer a one time fee for documents? I can only assume it is because it makes it easier to trick people as you did me and then hide behind your rules. When I disputed the charge on my credit card I had no idea what it was for until several days later when it dawned on me and I then called you. How was I supposed to know that if I did t hat, you would refuse to reverse the charges? That has never happened to me before. Whether it is $150 or $200 is irrelevant. The cost was too much for downloading one document. You have taken advantage of me and now are relying on rules to avoid doing the right thing. I should only have to pay for the document i downloaded. Shame on you! Final Business Response /* (4000, 10, 2014/02/04) */ ******, Rocket Lawyer does offer the opportunity to make a single document for free. A new visitor to the site only has to decline the trial offer at the moment and then a set of instructions are supplied to get the one item. If you would like to review this offer again please see this link: http://www.rocketlawyer.com/faq.rl#trials When your account was registered Rocket Lawyer also did offer documents available for purchase on an individual basis. That document could have been purchased for $59.95 and no other billing would have ever occurred. As you decided to participate in the trial it appeared to Rocket Lawyer that you were not interested in purchasing the document. Regardless of the amount that you disputed with the bank once that process is put in motion we are not able to issue a refund. Had you not disputed this with the bank before speaking to us the scenario would have worked out completely different as I mentioned before. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Contacted this company when I saw they were going to automatically renew my service and emailed them and asked them if they could cancel rebill After talking with a customer service person with Rocket Lawyer I was told I could request a refund and since to my horror they had renewed my service which was unbeknownst to me that I had to tell them not to renew and re-bill me. I noticed their intention to renew as a preliminary charge to my credit card and this is when I called and pleaded to cancel the subscription. Again the customer service person said they were going to go ahead with the charge. The customer service person gave me the email to request a refund or a cancel of the re-bill. I paid a monthly fee initially some months ago and must have somehow caught the possibility of being hit with a fee IF I didn't downgrade. This need to tell them not to charge you was obviously not caught by me when I logged on to look at my previous document. I paid the initial monthly fee and again told them to downgrade my service but when I logged on 30 days before this dreadful renewal of my service to view my document I was told I had to pay $19.95 into fee which I did. I have found most services give you an option to not be automatically billed , where Rocket Lawyer seems to demand that once you use the service for a one month fee as I did that you actively downgrade after you use them or else you will automatically be renewed at $40.00 . I feel that my failure to downgrade was not properly presented and as soon as I found out that this was happening it was on the day of the renewal and I contacted them. Their inability to cancel the renewal that I caught by a routine check of my credit card balance led to my calls to Rocket Lawyer and my polite request to please cancel the renewal. Rocket Lawyer should contact their clients with a reminder that their service will automatically renew or at least tell them that they have been re-billed. I would not know that I was being charged until long after the fact where I thought since I contacted them the day it was to renew that it was reasonable for them to cancel the automatic renewal. I believe they are practicing unfair business practices in this automatic billing with no warning in advance or notification afterwords. I downgraded online the second I FOUND OUT and this fact is referenced in the Refund Request Email reply pasted below. Reply from Refund Request Email to Rocket Lawyer. Hello *******, Thank you for contacting Rocket Lawyer support. We show that your membership was reactivated on 11/13/2013. At that time you entered a monthly membership with regular billing which is why you saw charges on your credit card. Please note that this account is confirmed downgraded as of 12/13/2013. Unfortunately this account is not eligible for a refund. You have full access to your Legal Plan through 1/13/2014 at no further obligation. We would encourage you to use the site and see the many documents and services available. Since your Rocket Lawyer membership has been downgraded you will not be billed again. If you have any other concerns please contact us any time by e-mail or call us at (XXX) XXX-XXXX Mon - Fri, 6am-6pm PST. Sincerely, ******* RocketLawyer Support Team www.rocketlawyer.com

Desired Settlement: Simple refund of the Automatic Charges to my credit Card

Business Response: Initial Business Response /* (1000, 5, 2013/12/30) */ Dear *******, I can see from the account on file that you initially took part in our free trial period in May of 2011. At that time you were able to successfully read the term and conditions of the website and avoid any original billing. While it has been over two years since you initially started the account with us our terms of how to operate the account haven't radically changed in any way. To celebrate your return to our services in November Rocket Lawyer discounted your first payment to $20.00 instead of the usual $39.95 for the month. Had you wish to skip the issue of the renewal of services you could have also elected to buy the individual document for $59.95. If you selected to individual document the recurring billing issue would not have come up at all. When you returned to the website on November 13, 2013 we very clearly stated if you wish to reopen to account you were more than welcome to, but you needed to review the terms and conditions again to see how the account functioned. On the page that we collect any billing information openly state that the account was being reopened on a monthly basis that you could downgrade to a free account at any moment you wished. If the account was not downgraded then Rocket Lawyer would have permission to bill you until you notified us to stop doing so. By the time you contacted our offices the billing for the membership had already gone through. That is why the billing was unable to be cancelled as you requested. It wasn't that we were intending to bill your account as we already had. This is the exact same billing practice used by most companies on the internet like Netflix, Hulu, etc. Rocket Lawyer has no intention of retaining any members that don't wish to be a part of our services. That is why members can always go to this link and downgrade the account when they choose: https://www.rocketlawyer.com/account-details.rl#/membership It appears that this is also something you understood before as you downgraded the account in 2011 without assistance from any of our representatives. To also make sure that our customers are not billed when they no longer wished to be we additionally place our phone number on the billing statement each month so anyone can contact us to avoid repeated billings. Why did you not contact us earlier if you didn't wish to keep the account earlier? Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (4200, 13, 2014/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not satisfied with Rocket lawyers response but it seems they are not sympathetic to my and I suspect others wishes to what it seems should be a simple refund. Please beware of this when dealing with outfits that rely on automatic billing Final Business Response /* (4000, 9, 2014/01/07) */ Dear *******, Rocket Lawyer operated in the best of faith with you at all times. We are sorry that you don’t feel the service is of value to you, but in every way we conducted ourselves as stated before you returned to use our services a second time. It is was our understanding that you accepted these policies before you entered your financial information. That is why we mentioned the other subscription services. While we do our best to balance to remind you of the account’s uses with allowing you to conduct your personal business on your own terms it appears that you would have preferred a more diligent approach. We will take that into consideration when contacting our customers in the future. We have found that some people find it intrusive if we are constantly bombarding them with information that might not have been requested. We wish you the best of luck in your future endeavors. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They offer a free trial which is fine. Additionally we had no problem paying for two months. We cancelled. They kept billing. Now they won't refund. We signed up with Rocket Lawyer in April 2013 for the 7 day free trail and stayed with them (paying for April and May 2013 - we thought). I cancelled on line and then found out later that they kept on billing us when it was brought to my attention by our bookkeeper. This time when I cancelled I threatened them with filing a complaint with the BBB and the WA State Attorney General's office of consumer fraud. Which I am going to do ... probably also CA's. It appears from what I'm seeing on the web this is something they do on an ongoing basis. You are giving them an A rating and they have this many complaints on the web. Maybe the BBB also has a problem. This is really such a Scam operation.

Desired Settlement: I have no problem with the charge for 4/26/13 and 5/16/13. However, since I cancelled, I feel they owe us for the ongoing charges from June through November 2013 in the amount of $239.70. This should be made to ******** ********** Hospital located at **** ****** **** *** *** ********* ** re ***** F. *******, DVM's AMEX card which they have on file. Thank You, *** *****, Pr. Mgr. for ***** F. *******, DVM

Business Response: Initial Business Response /* (1000, 5, 2014/01/23) */ Dear ***, While it is understood that you may have wished to have the membership ended in May I looked at the account's history and I don't see that the page to do so was ever visited. That is one of the reasons the account continued to be active. Looking further into the account I also see that a similar question was raised in December with one of our representatives. Dr. ******* called our offices and asked why the billing was happening. The representative explained details of the monthly membership which includes the access to documents and discounted attorney services. I don't show that Dr. ******* asked that the membership be ended at that time or any refunds be granted. It was our understanding that your offices still wished to use the account. As you clearly don't wish to use this account I can confirm that Dr. ******* ended the recurring membership on January 8, 2014. No new billings will occur after that date as the account stands today. Please know that we take every precaution to avoid situations like this. On the page that the trial period is offered we clearly state that there is a seven day trial period that needs to be ended if the user doesn't wish the account to be billed. After that the account will be on a monthly basis until we are notified to downgrade the account. Every month after that Rocket Lawyer also places our phone number in the monthly billing statements so we can be called at anytime. Had Dr. ******* made his intentions known in December this issue would probably already be resolved. If you would like to look at the terms of the trial and membership please visit this link: http://www.rocketlawyer.com/faq.rl#trials As you stated you are fine with the first two billing cycles, Rocket Lawyer will split the difference with you on three of the months. $119.95 will be refunded to your card on file. We've already notified American Express to process this as soon as it is able. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were having problems with our boiler (heater) so we called for service. In 5 days they were here 4 separate times. Without any heat for 8 days. On January 2 our boiler wasn't staying lit. We called ********'s Heating, Jason the owner came out. We were told we needed new control module S861OU. That bill was $432.55. That part was replaced on Friday, January 3. Later that day having same problem wouldn't stay lit. Called ********'s they came out were told we needed an ignition sensor. They didn't have that part would be Saturday 4 or Monday the 6 before they had the part. We were worried because the weather changing the temps were going to be below 0 with wind chills -20 or more. We bought 2 space heaters and kept fireplace lit continuously for some heat. The space heaters were over $300.00, the temperature in the house was under 60 degrees. Saturday they came back worked for couple hours and went out. Called them again. Came out. Worked for couple hours. From Saturday evening until Monday, January 6 we had no heat. Temperature Monday morning in house was 42 degrees.They came out late morning on Monday left. It worked for few hours.On Monday, January 6 they replaced ingnitor sensor Q345AA1305 for $158.25. BY 9pm we noticed it seemed to be getting colder in house, the temperature never got above 60 degrees. We checked and it wasn't working again the temperature was in 50's. We called them they came back few hours later. They said they would clean the cells. They claimed they cleaned all 4 cells and adjusted feed valve $450.00. In the middle of the night we heard loud pop and bad smell. We turned off furnace. Someone from Scnaare's came out Tuesday, we told him what happened he said "turn it on" we did and another loud noise and flames shot out. He screamed turn it off. We did. He called Jason from his phone explained what happened. He was told to tag it. We were told the boiler was done we need new one that the boiler has cracked heat exchange. We contacted our insurance company they said they would get someone for us to contact to come and look at the boiler. At this point we were tired of freezing so we rented a room. The insurance company gave us ********'s Heating **************** Street, ********* (XXX) XXX-XXXX we called him he wouldn't be able to come out until Thursday, January 9 or Friday, January 10.****** made it on Friday. We explained everything to him he said what they said they did they did not do. The boiler was fixable and was not cracked. He took boiler apart and cleaned all the cells. The boiler has been working since Friday, January 10 with no problems. ******'s bill was $660.00.

Desired Settlement: Refund for charges from ********'s, the space heaters, the hotel we had to rent, loss of wages, inconvenience of being without heat for 8 days through the coldest temperatures. Can provide detailed expenses if needed.

Business Response: Initial Business Response /* (1000, 5, 2014/01/23) */ Dear Mr. *****, Please know that Rocket Lawyer has the deepest sympathies for you in this cold winter. We've read your complaint and have noticed that we are not in any way related to the matter. Rocket Lawyer is an online legal resource that provides documents and the access to discounted attorney assistance. It appears that you are having an issue Schnaare's Heating. You may wish to report that company to the Better Business Bureau instead of Rocket Lawyer. If you would like to speak to someone about obtaining legal assistance with this terrible situation you may call our offices at (XXX) XXX-XXXX Monday through Friday 6 AM to 6 PM Pacific Standard Time. You may also visit our site here if you wish: https://www.rocketlawyer.com/find-a-lawyer.rl Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After being billed for $39.95 in December 2013. Request made for refund. Never given information. Thought automatic refund upon request.Called today Ordered form in September, 2013. authorized one pmt of $39.95 on credit card, but was billed for two more months after requesting cancellation of account Dec 11, 2013.Was informed today refund request was never received and trying to find that form is like a needle in a hay stack.

Desired Settlement: Refund of two monthly charges of a$39.95 for November and December 2013.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Dear ********* *****, Under the email address you are writing from I do see that you began to register an account, but did not take part in any sort of trial or membership. No billing has been attached that email. As Rocket Lawyer keeps track of all emails received I can see that you wrote to our billing department and mentioned a different email address that does have a Rocket Lawyer account connected to it. When the account that was actually billed was started we clearly stated up front that a seven day trial period was being started. To avoid any such billing you only needed to end your trial. You could have completed this on your own by logging into the account in question, called our offices, or emailed Rocket Lawyer to stop the billing the account as you did yesterday. To review the agreed to terms of service please visit this link: http://www.rocketlawyer.com/faq.rl#trials When our offices were not contacted to end the trial, as stated on the page that we collected your billing information, your account was then granted unlimited access to our documents and attorney services. To avoid an issue such as the one you are describing we went another step further than most companies and actually placed our phone number in your monthly statements. Did you not review you statements sent out by your financial institution? It appears that you were able to call our offices on December 11, 2013 and on that date your membership was ended. No new billing was generated after that date. I've looked through all the accounts that Rocket Lawyer appears to have registered to you and I don't show that any point you wrote to our offices. Rocket Lawyer stores all of these messages as well as keeps a log of all phone calls. Did you attempt to contact us from an email address that we don't have on file for you? If so please let me know what that address was and I can find what our response was. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Rocket Lawyer is a simple and easy way to manage all legal aspects of your business on a secure and accessible online platform. NOTE: NEITHER THIS ELECTRONIC MAIL NOR ANY OTHER COMMUNICATION FROM ROCKET LAWYER INCORPORATED, INCLUDING FROM ITS AGENTS AND REPRESENTATIVES, CONSTITUTES LEGAL ADVICE OR CREATES AN ATTORNEY-CLIENT RELATIONSHIP. Rocket Lawyer is not a law firm and does not provide legal advice. If legal advice is required, please seek the services of an attorney. Final Consumer Response /* (3000, 7, 2014/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) in process of moving to another state. my mail was not current and when I did receive y credit card statement, I called Rocket Lawyer to cancel the account. Another negative option scores!!!! Final Business Response /* (4000, 9, 2014/01/23) */ We are sorry that your bank was not able to correctly send your statements to you during the move to another state, but our phone number would have also appeared on your online statements if you choose to verify your accounts in that matter. You may wish to speak to your banking institution to see if they will take responsibility for those billings as Rocket Lawyer did attempt to notify you on a recurring basis. I will also ask you again did you attempt to contact us from an email address that we don't have on file for you? If so please let me know what that address was and I can find what our response was. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Rocket Lawyer refuses to return $280 in monthly service charges for a service I never used nor was made aware that I'm be billed for. Rocket Lawyer uses opt-out billing to charge customers for a service after a one week trial without ever sending a bill, email, or any other notification. I decided to trial their service on 5/15/2013 and thought that I selected the downgrade option after using it once. It seems the downgrade didn't work and unbeknownst to me Rocket Lawyer has been charging me $40 per month for the last 7 months until I finally noticed they were billing me on Dec 16th and immediately downgraded the service. Not a single bill, email, or any type of communication was sent to me over the last 7 months. Had Rocket Lawyer sent an email bill or mailed a bill to me earlier I would've immediately disconnected the service since I never used it but once during the trial and wasn't satisfied. These type of opt-out billing schemes may be legal; however, they are highly unethical because unless the consumer actively monitors his/her bank account they will never know Rocket Lawyer is billing them since Rocket Lawyer has decided not to send bills, receipts, or any other communication confirming service. Even after the one week trial is over and the service is upgraded to a paid service Rocket Lawyer still doesn't send any type of communication whatsoever. Also I did try to downgrade the service to ensure I'm not paying for the service and it seems the defective website didn't properly process the downgrade request. Rocket Lawyer has decided to rely on stealthness to bill consumers because they know that if they sent an email or two to their customers informing them they are paying for this service those customers would immediately disconnect.

Desired Settlement: I want Rocket Lawyer to refund me all the monthly service charges.

Business Response: Initial Business Response /* (1000, 5, 2014/01/10) */ Dear ********, As you noted in your statement you did begin a trial period with our site on May 15, 2013. On that date on the page you entered the billing information that was used we clearly defined how our services work and how a transition to paying membership could occur. Our site makes this very obvious so a situation like the one you have gone through does not happen. On this page we also mentioned that if you didn't wish to enter the free trial and only wished to get a single document that option was available to you. This choice was not selected so you entered the trial period and membership with the site. To review these terms and offers please feel free to review this link: http://www.rocketlawyer.com/faq.rl#trials I looked into your account's history I don't show that you decided to end the service until you did so on December 16, 2013 without assistance from one of our representatives. As far as our billing practices go Rocket Lawyer operates on the exact same practices as Netflix, Hulu, and other recurring online subscription work. All of the terms are stated before the service is started and it is your responsibility to opt out at anytime that you wished. You mentioned that at no point Rocket Lawyer tried to communicate with you about being billed we have to ask a question. Do you not review your monthly billing statement when it arrives? Unlike those other services Rocket Lawyer actually puts our phone number so you can call us when you wished to end the service. We do that in order to avoid this type of situation. While we do not send out repeated emails about the monthly renewal of service neither does the other services I mentioned. When we have used the practice you are requesting our customer base actually asked us to stop barraging them with communications. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (3000, 7, 2014/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to opt out a while back but apparently the website functionality was faulty as is widely reported by other users. Also I already have first hand knowledge from your own representatives that the issue with the billing is known at RocketLawyer, which is why you switched billing providers. Asking me to review my monthly bill to see if RocketLawyer is stealthily charging me for a monthly service that I thought I opted out of his unethical. I guess this is why RocketLawyer has so many complaints on the internet about this very issue. Final Business Response /* (4000, 9, 2014/01/29) */ Dear ******** If you experienced a technical issue with ending the membership our phone number and email address of *******@rocketlawyer.com appears on every page of the site. Why did you not contact us at that time? Rocket Lawyer did not change our billing provider due to any issues that you are addressing at the moment. To show that Rocket Lawyer is willing to work with our customers in good faith I have had the three months of billing refunded. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Poor customer service. I have been unreasonably refused a refund on my 7-day trial despite my attempt to cancel the 7-day trial. I signed up for a free, 7-day trial with Rocket Lawyer on January 10th. On the 7th day, I attempted to use Rocket Lawyer's "chat" function to cancel the trial after unsuccessfully canceling via the web link. The chat function was not unavailable. I called the customer service line, and after waiting for 25 minutes, explained that I wanted to cancel the 7-day trial. I provided the customer service rep the email address at which I had been receiving emails from Rocket Lawyer since January 10. The customer service rep told me I did not have a 'paying' account with Rocket Lawyer. Just in case, I provided my work email address and an alternate email address, but the customer service rep assured me that no paying account was registered. Two weeks later I was charged $39.95. I called Rocket Lawyer as soon as I saw the charge on January 28. After waiting 25 minutes (again) I was told that an account had been registered with an email address that was slightly different than my gmail address. Clearly, an error had occured. I expalined, in detail, my attempts to cancel the service two weeks earlier. I was told that Rocket Lawyer would not refund the charges and that I would have to write to the billing department and that the billing department was unavailable to take phone calls. I think the company has erred in two respects: the first, their lackluster customer service, which is grossly delayed in picking up the phone and which clearly takes a disingenous approach to billing of the 7-day free trial. Second, preventing customers from speaking to the billing department, prompting even longer delays in having disputes settled, is ghastly. The billing department has just written to confirm that the money would not be refunded. I returned the email, highlighting that without a refund, I would be staging a formal complaint through BBB and would dispute the charge with my credit card, but I have yet to receive a response. Thank you BBB for providing a very valuable recourse to consumer abuse. ********* ******** ADDITIONAL DETAILS: Case is being handled by another organization: FIA Card Services

Desired Settlement: $39.95 to my AMEX as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ Dear *********, I believe part of the confusion that is going here is due the fact you have registered three different email addresses with Rocket Lawyer. When you called on January 17th you spoke to a representative and the two of you discussed your account with us that ends with treasury.gov. He confirmed that this first account was successfully downgraded on July 3, 2012. The representative commented on your case that you sounded happy that we were able to help you. I can then see a second account that was registered with Rocket Lawyer with the email address you are writing from now. That account has not taken part in a trial period or any other activity. That is why the representative said you didn’t have an account that was billed. The third account which was billed is very similar to the email address you are writing from now. The only difference is that it is missing the number in the middle of it. Had we been made aware of the third account on January 17th this billing would not have occurred. As you said this came to light on January 28th. Rocket Lawyer does take customer service very seriously. We answer every call and email on a first come, first served basis. Occasionally this means that there is a wait to have some calls answered. To alleviate the wait time for those who wish to speak to the billing department when they are on calls the voicemail system is turned on automatically. That is why they were not able to speak to you when you originally requested. We are constantly trying to improve and grow our customer service team. To avoid the delay in answering calls we are in the process of increasing the agents available for calls by 25%. At this point I would authorize a refund be made available to you to show that we understand your situation. Unfortunately due to the fact that you have already involved FIA Card Services I will not be able to do that at this moment. I’m sure they will be contacting us about this soon. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 11, 2014/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/02/06) */ *********, The reason that a refund was given today was that FIA Card Services did not contact Rocket Lawyer to dispute the transaction as you had previously mentioned. As I said before if your credit card company was not involved in the process we would be able to assist you. Now that we know that FIA will not be contacting us about the issue we were capable of helping to your satisfaction. Every case mentioned on the Better Business Bureau is built upon its own specific reasons. While some of the previous examples you are citing may appear to overlap we try our best to make sure that every person who ever decides to work with us has the best possible experience. That is why Rocket Lawyer is able to stand by our accreditation and will continue to try and improve on every facet of the services we offer. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Will not respond to email or phone calls. They have charged my debit card and I cannot contact them to demand a refund. Signed up for a one week trial. Tried to cancel the menbership, but they did not respond to emails or phone calls. They proceded to charge my debit card at the end of the week. They do not respond to my request for a refund.

Desired Settlement: Refund of $39.95 and cancel my membership.

Business Response: Initial Business Response /* (1000, 5, 2014/02/06) */ Dear ****, Rocket Lawyer responds to every phone call and email in the order that they are received. We apologize if you were not able to get a hold of us immediately. I’ve confirmed with the support team and your account has been downgraded and will not be billed again. Please also note that a refund has been issued. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Responded with a refund and cancellation of my membership, as I desired.

1/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Agreement was $794 for creation of 3 LLCs. Only one LLC was created for $125 and I was charged $419.88 for a one year service that I didn't agree to. I spoke with **** **** on **** and discussed my interest in starting 3 different LLCs. He said that he could create a package for me that included all of the fees for the 3 LLCs and also give me a $100 discount and a FREE on year subscription to Rocket Lawyer PRO legal plan. I agreed to this and provided **** with the name of all three LLCs on 8/2/31. About a month later, I noticed that only one LLC was created. I called **** to ask about this and he stated that he didn't have the third company name. I then also asked about the billing because the deal that we agree to was not what I received. I have an email showing me what was discussed and agreed to on the phone: 3 LLC's, $100 discount, one year Free subscription to Rocket Layer Pro, for a total of $794. I called **** to ask why I was charged $419.88 and $125. He said that the $125 is the NC state fee for creating the one LLC and that the $419.88 was the fee for my one year subscription to Rocket Lawyer Pro Legal Plan (which I never signed up for or agreed to pay for). My SW Airlines Chase credit card was charged. I have not called chase to dispute the charge, but I plan to do that immediately following this complaint. **** was extremely rude, sarcastic, and condescending when we spoke on the phone. I tried to call the general 1-800 number so that I could speak with someone other than **** and they simply connected my call to him. When I asked to speak with a supervisor, **** stated that 'he is the best on on the team and that I am not going to get a different answer from anyone esle'. I didn't know who to speak with to have my situation addressed.

Desired Settlement: I would like a full refund of the $419.88 that I was charged for the Rocket Laywer Pro Legal Plan. I never agreed to sign up for this service.

Business Response: Initial Business Response /* (1000, 5, 2014/01/29) */ Dear *******, Please accept Rocket Lawyer’s apologies about the situation. Looking at your issue it appears to be a very unusual one. We do not normally offer package deals such as the one you are explaining and it looks like Mr. Gray did not meet you full expectations. His supervisor will be having a detailed conversation about your experience so that no other person will have to go through a similar one. It does appear that we have already issued a partial refund for the membership in August for $49.95, but to make sure that our intentions are absolutely clear we have already authorized a second refund in the amount of $419.88 as you are requesting. Please know that the treatment you received is not indicative of how we like to work with our members to insure the best possible experience. If you need anything else please feel free to let me know directly. Sincerely, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an email from RocketLawyer stating that they were going to issue me a refund for this charge. I have not seen the credit yet, but should see the payment in 7 business days.

1/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I place a corporation order with them on January X XXXX with ****** ******* from Rocket Lawyer. The order was quoted for $585 after that he sent me an E-mail charging me and additional $4 which make it now $589. Later on that same day I receive an E-mail from ***** ***** from Rocket Lawyer demanding my credit card info for an additional $150 to process the paper. I told them that I don't want the service anymore to refund me back my money. ****** told me that I have 30 days to get my money back but I told him with all these hidden fees there is no way I am going to wait that long to make decision. He told that he will send me an E-mail that I just need to reply to and I should receive my refund. He sent the E-mail the next day January 8 2014 which I reply to it and was expected to hear about my refund. I received an e-mail from ********* today January 9 that they will send me from my $589 only $290 which is a slap in the face. I want my mone back. Those are the e-mail that I received from them.I called them and they did not answer the phone and did not call me back after leaving a ************** ********** 8 (1 day ago)to me, ******** Incorporation Hi *****, please 'reply all' to this message with your written request to cancel the non-profit incorporation and refund the fees you paid. -- ************** ******** Lawyer Refunds *******@rocketlawyer.com via ******************************************************* 11:35 AM (11 hours ago)to me Hello *****,Thank you for contacting Rocket Lawyer for your legal needs.Please be advised that your incorporation order has been cancelled. We have processed a refund in the amount of $290.00 to the credit card you used on Rocket Lawyer. Please allow up to 7 business days for the credit to post to your card by your financial institution.If you have any questions regarding your order, please contact us at *************@rocketlawyer.com Sincerely,FranciscoRocketLawyer Billing Departmentwww.rocketlawyer.com Product_Or_Service: Non-profit corporation

Desired Settlement: DesiredSettlementID: Refund I want all my money back they think they are smart by telling me that my corporation was denied by NY state. I cancelled the same day and I have their e-mail messages to prouve it. Today is January 9 2014

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Dear **** ***** ******, This notice was forwarded today, January 15, 2014. My records indicate that we resolved this issue for you on January 11, 2014. A full refund has been granted to you. We hope that you feel that the situation has already been resolved. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

1/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled the free trial in the 7 day period as it was explained me.Friday to Friday.Rocket Lawyer cheated me. I signed up for a free trial. My only reason was to download a free lease agreement. That was 3 Jan 14. I printed the document and immediately called to cancelled the trial. The operator said I should keep it till Friday the 13th to look over wills and living trusts. I took her advice. On Friday the 10th, I downloaded three more forms. I then called to cancel the free trial. At that time, I was told that Rocket Lawyer charged me $40.00. I was either intentionally or unintentionally misled and want my money back. I am a disabled Veteran and live on an increadibly low income. Rocket Lawyer had taken money from me that I need to buy food and pay my gas bill.

Desired Settlement: A refund of the $39.something Rocket Lawyer took from me.

Business Response: Initial Business Response /* (1000, 5, 2014/01/14) */ Dear *******, I’ve looked over your cases’ history and I do show that you had a conversation with one of our representatives on January 3 about possibly ending your trial period. It was noted that to avoid the billing your trial would need to be closed before January 10. In looking into your account activity on January 10 I show that the trial wasn’t ended and the billing was initiated in our system per the terms of agreement of the trial period. I can then see that your account was logged into and several documents were created after the account was converted into the monthly membership. After those documents were completed I show that our offices were contacted to downgrade the account. Had those additional documents not been created the billing department would not have initially denied your request for a refund. ************************************************************************************************************************* I’ve had the billing department make an exception in your case and a refund will be issued to you shortly. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

1/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: FREE does not mean FREE I tried to use this companies "FREE" online trial to help get info on certain contract templates.Not being computer savvy, I regretfully entered my credit card info, not noting any cancellation requirements. Not realizing that I had a "FREE" trial already, three days later joined again just to browse their contract templates. So, after months of not catching it on my credit card statements, my recently employed office manager caught that I have been getting billed twice a month for a service that I never used. I understand my stupidity for entering credit card, and understand a charge for one membership fee, but not two. It was clearly a mistake on my part, but the company should see that it was just that... a mistake, and charge me for one of the billing memberships, not two.

Desired Settlement: I am asking to credit one of the two accounts under the same name. The free trials were started within three days of each other, and was clearly a mistake of not knowing I already had an account. I only used the free trial once, which was when I opened the first free trial.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Dear ****, In looking over your information I can see a few interesting details in your unusual situation. Let me first note that the first trial period was entered into on April 25, 2013. A second account was opened as you noted on June 1, 2013. When both trials were started on the page that the billing information was collected on we clearly stated that there was a seven day trial period. We then said if the trial wasn't terminated the accounts would then roll into monthly memberships. Why do you believe you weren't able to understand that concept? We put that immediately next to the button that says the terms are agreed to. If you would like to review the terms of the trial offer you may do so here: ***************************************** In looking over your records I can also see that we reached out to you a few times by email and by phone in May to talk about our services. It doesn't appear that you responded to our requests. Had we spoken in May possibly this could have been avoided. In addition to the phone calls and emails we also tried to avoid something like this by putting our phone number directly into your monthly billing statements next to our name. Is there some reason that you believed that you missed this repeatedly? If you would let us know what that was we will try to make every attempt possible to not have that occur with other customers. Thank you, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 12, 2014/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 10, 2014/01/23) */ ****, Did you not see my second response sent on January 16th? Please see the text below: I've discussed this matter further with the billing department and others and I'm happy to say that a refund for the second account has been issued to you in full. The billing department has submitted the request to your billing institution already, and the funds should appear in your account in a few days. Hopefully you believe the matter to now be resolved. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX

1/29/2014 Advertising/Sales Issues
1/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Created an account through Rocket lawyer, my free trial rolled over to a pro package and I was unaware. I was charged for five months before I foundit I created an account in August for a one time document for an event that I held for a friend who passed away the month before. I used the document and was satisfied with the service I was provided through the "free membership". Five months later I discovered five charges of 39.95. Totaling 199.25. My account was inactive from the time the document was created till yesterday when I had the opportunity to deactivate it (Downgrade the account). I called the Customer Service representative who was able to reiterate their terms and conditions, when I spoke to her manager who was extremely helpful I was able to obtain the email address of their billing department. I sent an email clearly outlining my situation and that I would like to be refunded the money. Five months later I understand what the terms and conditions stated. Like most of the complaints I read I have similar issues with RocketLawyer 1. I was not made aware that my account had been rolled over to an annual charge. (I saw the response earlier from the Rep answering these complaints that a majority of companies do not send email receipts, they used the example of Gym Memberships, when I sign up for automatic Withdrawals from my gym I signed up to actually pay and receive a service.) 2. No email correspondence about charge receipts or upgrades. (My Gym sends me emails about when they take money out and about opportunities for me to purchase an upgrade instead of automatically charging me for it) 3. The representative answering these complaints seems extremely condescending. I am awaiting a response from the billing department. After reviewing other individual complaints I suspect they will not refund the money they took from me even though I never utilized their services besides the one time for a ROL contract. I quite literally feel as if I had been robbed, I understand that the company can point the finger at me and say that I did not read the Terms and Agreements properly (looking at other comments that is clearly what they are doing). In a place to express my opinions about the company’s business practices I believe this is extremely deceptive way to pull in extra money from unaware consumers. I would not be surprised if the company deals with this on a regular basis that many individuals suffer from the same issue that they had money automatically withdrawn from their account and not just the ones to vent through the BBB. Honestly, a good measure for the company to take is to send an email out when they roll over to the premium package, it would probably eliminate a large majority of these complaints and show more good faith to its actually customers. I hope this can be resolved quickly and honestly favorably to me so that I can continue to recommend the company’s services.

Desired Settlement: I would like to be refunded and for the company to take the initiative of changing the process in which they bill. I would like for them to put in place a safety measure that would send out an email when the account rolled over so that this unfortunate incident could helped to be avoided by a preventative measure.

Business Response: Initial Business Response /* (1000, 5, 2014/01/23) */ Dear ****, First let me apologize for the length of time it took us to reply to your direct messages to Rocket Lawyer. Due to the holiday and a few other factors we are a little backed up at the moment. As you noted, you now understand the terms and conditions of our membership agreement. If you need to review that again you can always visit this link: ***************************************** Just as you were not aware of the monthly membership, Rocket Lawyer wasn't aware that you no longer wanted the service until you reached out to us on January 21. We attempt to be as upfront about our policies at the very beginning of our relationship to anyone who visits the site. We are constantly looking at ways to make sure that our customers understand exactly how the trial period offer works in addition to the types of memberships that are signed up for. We are also always experimenting how we notify our customers about the billing situation. At times this does include regular emails about account status though I can state we are not running one of those tests at the moment. That is why you were not emailed on a monthly occurrence. To show that we understand the place you are writing from we have had your account refunded in full. This should take a few days to appear in your account. Please know that we are always there to assist our members when they are in need. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 8, 2014/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear ******, Thank you for your response and for understanding my situation. I am extremely thankful that you were able to refund my account. It is understandable that a lack of communication on both ends led to this situation. I am thankful for your customer service as with any company their are certain steps to take to talk to individuals, and your company was very helpful once I was put in touch with the correct individuals, everyone complaining about being put on hold or having to wait for a response that is typical with any large corporation/business. If it is all possible you should have my contact information and if you would like any feedback about how I believe the test emails notifying customers of their relationship/history/business done with the company would be extremely helpful and I would willingly participate in providing constructive feedback to your company. Thank you for your time and patience during this stressful time for myself Sincerely, **** ******

1/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged for services I did not use. When I called to resolve the issue they passed me around and promised a return phone call which never came. On December 3, 2013 I used a free trial of Rocket Lawyer. I went in and downgraded my account but unfortunately did not keep my confirmation email. I was charged 2 months in which I never used their services. When I contacted them through email they said without the email I could not be refunded. I emailed back and also called. In the phone call I pressed 2 for Billing. After explaining my situation the response I got was "I'm sorry I'm not billing. ". She transferred me and again the response I got was "I'm not billing.". I asked to be transferred to Billing and I was told this was not possible. They would have to call me. I never received a phone call from Billing. I feel like I have been deceived and don't understand how it is good business to charge someone for services they didn't use.

Desired Settlement: I seeking a credit on my card for 2 months of servies I never used. I don't know how my account was not downgraded as I specifically remember going in and downgrading it. Also it is clear I never once accessed my account until I realized I was being charged.

Business Response: Initial Business Response /* (1000, 5, 2014/01/23) */ Dear ********, I apologize that you did not receive a return phone call. That is not how we normally like to conduct ourselves. I will find out why that did not occur. I can see that you submitted your issue to the Better Business Bureau on January 16th, but we were not notified until today, January 23rd. Looking into your case history I can see that Rocket Lawyer did in fact refund the billings that occurred and wrote to you about this also on January 16th. Please let us know if you do not consider this matter resolved. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/01/29) */ I received a response and am satisfied. Thank you very much ******** ****

1/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a 7 day trail membership on 1/3/14. I cancelled the membership trail on 1/10/14 and they still charged my account $39.95. I was advised because I cancelled on the 7th day, I was not elligle for a refund. I cancelled the membership due to me not being able to afford this plan at this time.

Desired Settlement: I just want a refund.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Dear *******. I see that downgraded your account 20 minutes after the account converted to a monthly membership. I believe that the representative that denied you earlier missed this detail. For this we apologize and please know that your fees shall be returned to you shortly. Warmly, ****** ******* ******@************.com (***) ***-**** Final Consumer Response /* (2000, 7, 2014/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) They processed my refund and I am satisfied now. Thank you

1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refund of money withdrawn from bank account. On december 18th 2013 I signed up for a 7 day trial for access to try their "FREE" legal forms. In order to get the free trial you must give them credit card info, which I did. I tried on several occasions to cancel the trial via their methods described via internet by downgrading the plan to free. The site was not allowing this. So I made a phone call to the number specified on the internet. The first time i called I was on hold quite a long time and i could not continue to hold. I called again and once again i was on hold for approx. 20 mins so I opted for a return phone call. I never received that! I decided to go back on the internet and see if I could once again cancel that way. On december 25th I was able to cancel it. I reviewed my bank account and noticed there was a charge for 39.95 from rocket lawyer. I once again called to get to the bottom of what was going on. After waiting again for quite a time, I tried the call back feature. I did get a call back this time. I was told that it was canceled 7 hours too late. After I explained what happened I was forwarded an email address to ask for my refund and it would take 3 business days to get a response. I requested the refund on december 30, 2013 and just got a response today, january 7, 2014 saying my account was not eligible for a refund according to the terms of their policy. However, I DID try on several occasions to cancel within the terms of their policy! Apparently this company has done this several times because once I got this email I read some not so very positive reviews with customers experiencing the same issues. I guess I should have done my due diligence and thoroughly investigated this company before using them.

Desired Settlement: I would like my 39.95 refunded to me immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/01/09) */ Dear *****, From our records of account activity it doesn’t appear that you attempted to cancel your account by logging into the website and taking advantage of the tool to end your trial period without assistance. I also checked our records and I can’t find an email from you about ending the account until the billing was initiated per the terms of agreement from the trial. Did you possibly use a different email address or phone number that we have on file to ask for the trial to be ended? As it does appear that you ended your account on the day of the billing and taking into consideration the time it took us to respond to you I’ve had your fees refunded to you. You should be getting a separate email about this shortly. Warmly, ****** ******* ******@************.com (***) ***-****

1/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Monthly charges of 40$ are showing up and have been showing on my credit card for 4 months when I called to cancel within hours of signing up. I called and cancelled my rocket lawyer subscription within hours of signing up online. I was told that I would not be charged and I only recently realized that I have been being charged since August when it supposedly cancelled. I have emailed regarding the matter and haven't received any response. I will be disputing further charges on my credit cards side but I am very annoyed at all the money that I have been paying for a service that should have been cancelled.

Desired Settlement: I've been being charged $40 per month since august. So 5 months of reimbursement and a confirmed cancellation of whatever I am paying.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Dear *******, Please let me begin this message with a sincere apology. Initially when you asked us to cancel your incorporation request and account you were writing from the incorrect email account. Due to customer privacy issues we had to have you verify that you were the account owner. During that process it was lost on the representative that you also wished to stop being billed by Rocket Lawyer. This representative will be reprimanded for their lack of action and we are sorry again. As you noted it has been a few months that you have been billed. Did you not notice in your financial statements we clearly list who we are with a phone number so those could have been stopped immediately? My records do not show that you attempted to call us during this period. Had it been brought to our attention for a second time it would have ceased. In this notice you also stated that you emailed us about the situation. I see a single email that you sent our offices less than 24 hours after you initiated this situation here. I have personally confirmed that your account has been downgraded and you will not be billed again. You also mentioned that you may be disputing some of the billings. Has that occurred yet or not? I would love to have a full refund issued to you, but if you have disputed any of the charges that will complicate things. Hopefully you haven’t done that yet. When you tell me what may or may not have been disputed I will have the difference issued. Again we are very sorry that this happened. In no way is this how Rocket Lawyer likes to conduct its customer service. Warmly, ****** ******* ******@************.com (***) ***-****

1/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the plan for an LLC. I cannot get in contact with anyone from the company. Held on hold over the phone for 4+ hours, sent 2 emails. 5:38 AM EST I initiated the process for and LLC and accepted the free trial they offered ending on January 8, 2014. It stated the free trial could be canceled at anytime over the phone or via settings in your account. I called customer service at ************ at around 12pm EST and I was on hold until 3:51pm EST when the call randomly ended. I needed to speak with customer service because I have my own registered agent for my LLC and they didn't give the option to input if you did. I noticed on my receipt they sent that they are using themselves as my registered agent. At that point I wanted to be done with the trial and cancel them as a registered agent but I couldn't get them over the phone. I then called them at ************ no operator answers. My final attempt was to email them with my customer account number ********* and email telling them I have my own registered agent and I want to cancel the free trial. No response as of yet as well as no confirmation email that you sent them an email.

Desired Settlement: I would like to cancel the free trial and use my own registered agent. or a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Dear ********, Today is January 8, 2014. I was not passed your issue until this morning. I see that your request here was dated on January 1, 2014. The reason that we were not able to respond to your request on January 1 was due to the fact that it was a national holiday. Our offices were closed. Our outgoing phone messages should have mentioned this at the start of any phone call you initiated. I'm not sure how you were able to even go on hold as the system shouldn't have allowed that. What I can definitely say is that all of this was resolved on January 2, 2014 once we returned to our offices. Your trial was ended on at 8:53 AM Pacific Standard Time. In addition to handling the trial and the registered agent issue I can also see that we changed the name of your company from what you originally asked for. I'm sorry that our offices are not opened 365 days a year, but given time we can review that policy and stop observing other holidays such as Christmas and Thanksgiving to make sure that other parties are not inconvenienced in the way that you experienced. We wish you the greatest success in the new year personally and with your newly completed business. Warmly, ****** ******* ******@************.com (***) ********

1/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Unauthorized charges. No customer support. No way to update personal and billing information without upgrade. Last year on this date, I created an account in order to create a will. I signed up and paid the year in full $109.95. I then immediately made sure via phone and the web interface that I would not be continuing the service into the next year as I just needed to have the time to do the wills. I am 100% certain that I spoke with a rep at the time that I would not be billed a second year. I am very clear on that point, as I only had the singular goal of completing the wills. I am also certain that I canceled the subscription online as well. Again, I knew I only wanted it to create the will and that was it. Low and behold I get an email that they have charged my card today for $119.00 for this year. So I logged into my account and tried to review the order history... but it does not exist... you can see no record of your payments in your account. You also do not have any control over your personal information, most importantly credit card information. I immediately downgraded my account (again).. but it did not show any change. So I attempted to call them using all 4 numbers I was able to find for them... No live answer... after the better part of an hour... calling at around 3:00 CST... well within the call hours. I also tried the live chat... but no live agents were present. There is no way RocketLawyer had the call volume necessary to keep me on hold for so long... they were simply pulling my chain...IF they are not taking calls they should say so... Upon Googling my issue I found countless others in the same situation as I am in, including complaints here. Due to the the very poor experience of others I decided to open this complaint. It is possible that this all may have been avoided had someone answered my call or been on the chat. Who knows... but the overall picture was all enough for me to create this complaint.

Desired Settlement: I wish to receive documented reversal/refund of my $119.95. I wish that to receive documentation that 100% of my personal information, including credit card, name, address, email and phone number be removed from the ************.com systems.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Dear *****, I understand that you believe that you had cancelled your account in advance of the renewal billing, but I reviewed our records and unfortunately this did not occur. I looked at all email records and electronic chat files, but I don’t see that you initiated contact with us in anyway besides a phone call on December 27, 2013. I can also see that on March 30, 2013 we also initiated a conversation with you about the level of membership that you were enjoying, but that call was not returned. I can assure you that all calls are answered on a first come, first served basis. It looks as if you choose to leave a voicemail with our team and to have your call returned. We did so at 2:15 PM Pacific Standard Time on December 27, 2013, but we were forced to leave a voicemail again. It does not appear that you attempted to return our call. I wish that I could, but can’t comment on why we were not able to reconnect with you further. I can say that we take all attempts of communication very seriously. Occasionally our wait time for phone calls can be lengthy though we tried to avoid that by having many representatives available for calls. It appears that you call at the moment we historically get the most calls every day. You could have also tried calling us at a different time as our phones available to answer from 6 AM to 6 PM Pacific Standard Monday through Friday. We also have an email ******* system available at *******@rocketlaywer.com. While it sounds like you found several of our phone numbers it doesn’t show that you ever wrote to us. Please note that a refund of your transaction has been processed and will appear in your financial account as soon as your institution transfers those funds to you. I’ve unsubscribed you from our e-mailing list. Please allow 10-14 days for this change to take effect. If you would like us to remove your account permanently please delete all documents and write to *******@************.com confirming your desire to be removed. This removal cannot be undone. The customer ******* team is unable to delete or edit your documents legally. To delete your documents: 1. Log into your Rocket Lawyer account. 2. Click on the My Documents button located at the top left of the screen. 3. Check the box next to the name of the document you want to delete. 4. Click the Trash icon above the document list to delete your document permanently Warmly, ****** ******* ******@************.com (***) ***-****

1/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Didn't allow me to cancel free trial to avoid charges On January 15,2014 I signed up for a free trial. On January 21,2014 I contacted company to cancel to subscription and in the process to do it I requested to reset my password. A message appeared that they would send me a reset link and did not. This morning, January 22, 2014 they charged my account. I called the number on the website, was put on hold and no one picked up after being on hold 15minutes + I hung up and called the headquarters. Again, no answer from customer service. So I called back and pushed O for the operator she took a message and no one has called me back. I am requesting a refund of the charges and cancel my trial subscription

Desired Settlement: To refund the charges to my account and cancel the trial subscription

1/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Being charged a pro annual membership that I have never signed up for. Rocket lawyer billed me a hefty annual fee for a pro membership that I did not agree to.

Desired Settlement: $400 charge placed on my bank account without my permission.

Business Response: Initial Business Response /* (1000, 5, 2013/12/30) */ Dear ****** ****, From our records I do show a few interesting moments that we would like to comment on. I do see that the account was signed up for December 19, 2012 and was set to a recurring annual membership. It appears that this was not clearly communicated in 2012 and for that I do apologize again. I can see that we did leave you a few messages in October and December to notify you that the membership was set to renew, but we were forced to leave you voicemails about the situation. From the notes on the account you confirmed that we left you a voicemail the day before the billing went through, but you did not return our call. I said again earlier because from the conversation with the confirmation I can also see that we have already apologized for the confusion and issued a refund for the full amount billed on December 19, 2013. Is there a particular reason that you decided to report this incident to the Bureau five days after we believed this incident to be resolved? Your funds should definitely be viewable as returned by now in your bank account or credit card information. If you do not see them available you can bring this up with your financial institution with the reference number of ********. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-****

1/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I typed up detailed question summarizing my issues, then when I got to the pay and wanted to copy the question, I could not go back & get it.NOT FREE! I squeezed it all in above. Didn't know the big box was coming.

Desired Settlement: An answer to my question would be cool

Business Response: Initial Business Response /* (1000, 5, 2013/12/30) */ Dear***** *****, From looking at your issue it appears that you had a technical problem on the website and not a service issue as you are stating. This could have occurred resulting from a variety reasons like what type of internet browser you were using, how strong is your internet connection, did you attempt to type your question in one setting or did you take a few days to start the question. In the end of everything I can note that you have yet to participate in the actual trial or membership of the website. Once you decide to join the website in either way you will be able to submit your question as you wish. To see how the process actual works please review this link once again: https://www.************.com/find-a-lawyer.rl?navTtlClick=true Warmly, ****** ******* ******@************.com (***) ***-****

1/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Promised a refund by Craig their employee company refusing I signed up for their 7 day "free trial" on 12/31/13. I logged back into my account on 01/02/14 and followed the prompts to downgrade my account so that I would not be charged. After following all of the prompts I was taken to the manage account page where it said "thank you" and gave me the option to upgrade again, I did not. On 01/10/14 while looking over my bank account I noticed a charge from Rocket Lawyer on 01/08/14, I immediately called them. I explained to Craig, their employee, the situation and he looked at my account on the phone with me. The account never downgraded. We tried 3 different times over the phone to cancel it and every single time I signed out and in the account was back in upgraded mode. Craig told me I would have no problem getting a refund because it was obviously a system error on their part. In fact he told me he would expedite the issue to get me taken care of faster. Only when he removed my credit card information did the account finally downgrade. NOWHERE in the terms and conditions does it state that you must call in to cancel. It is advertised that you can cancel through their website which is exactly what I did well within the trial period of 7 days. Today on 1/11/14 I was sent an email telling me that I didnt qualify for a refund because their system showed the membership wasnt downgraded until 1/10/14, which was when Craig had to take my credit card information out of the system for it to downgrade. I was told I would "obviously" be getting a refund and now they are refusing to honor that.

Desired Settlement: I want Rocket Lawyer to honor their "free trial membership" and honor what their employee told me. It is absolutely not my fault it was a system issue. Failing to refund my money is fraudulent because since I canceled in the specified time alotted my credit card was fraudulently charged. I hope this matter will be resolved quickly and efficiently

Business Response: Initial Business Response /* (1000, 5, 2014/01/14) */ Dear ********, Rocket Lawyer has reviewed your case and we would like to apologize. The person who denied your original request was new to the billing department and did not realize that your account was indeed eligible for a refund. We have already processed a request with your financial institution and once they process that the funds will be made available to you. Please know that we take issues like this very seriously and the representative responsible for the denial has been instructed on how to properly process instances like this. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 8, 2014/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your prompt action and attention, it is very much appreciated

1/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since we ended our account within the 7 day trial period (including a holiday), we formally request full refund for services not used. We submitted a request to RocketLaywer.com for a 7 day trial on 12/30/2013 so that we could review a purchase agreement for a potential ministry facility purchase. RocketLawyer didn't have a document that met our needs, so, after the holiday (January 1st) weekend, we came in Monday morning 1/6/2014 to cancel in the 7 day window. After doing so we check our credit card account and noticed a $39.95 charge. I called customer service and they confirmed we were canceling in the framework and offered an email address to submit a case for refund. On Friday the 10th we received back an email from RocketLawer stating the refund was not approved and that the charge, now posted, is unable to be reversed. After another phone call with RocketLawyer, they claimed we didn't close or downgrade the account at the exact moment of starting the trail regardless of holiday weekend or time standard. Customer service said they could not do anything to help on their end. I reached out again to their billing department via email (the only option provided) We are a non-profit church and run a tight budget. We didn't utilize the services and are very disappointed and are feeling taken advantage of in this case.

Desired Settlement: $39.95

Business Response: Initial Business Response /* (1000, 5, 2014/01/14) */ Dear ******** ******, We understand that you have had a few different conversations on this topic, but my records show that an actual credit was issued to your account on January 10, 2014 at 5:45 PM Pacific Standard Time. That is the time we notified your financial institution to return those fees to you. It may take your bank or credit card company a few days to process that action, but is has been completed on our part. You may wish to check with your institution on how long it might take to make those funds available to you. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried to cancel my membership with Rocket Lawyer but there is no way to do so online. I have emailed, faxed and sent a US Post to them. I have tried to cancel my trial membership with Rocket Lawyer. I sent a fax, email and US Post. They do not answer their telephone and do not respond to emails. Their website says to select the "Settings" link to "Downgrade" or cancel their services on their website but when I tried to do this there was no option to downgrade. I do not want to use a service that is unresponsive and that has no way of cancelling.

Desired Settlement: I want this cancelled and I do not want my credit card billed for their services. I will tell my bank that charges are unauthorized after sending this email.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Dear *******, I can see that you opened with issue with the Better Business Bureau on January 14th. When I look at the email account attached to your request I see that you called our offices and spoke to a representative on the phone and ended your trial period. That was on December 16, 2013.According to the notes on your case I can also see that two different representatives wrote to you on January 13th and 14th. There have been no billings associated with the Rocket Lawyer account in question. I hope this resolves your concerns. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 7, 2014/01/15) */ Since sending this letter the issue has been resolved. It's ok to close the file. Thank you. They were initially unresponsive to me but finally got in touch with me. I hope it is resolved with the bank. Thank you. CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information or otherwise protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.

1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The account was not used after the trial had expired and a refund request was refused even though the account was never logged into after the trial. After speaking to a customer service rep from your company to cancel the account and explain that it had not been used or logged into after the trial he said it was a different department. I asked him if this was a way to get the customer off the phone and ignore the request and he said it would be reviewed. The only review that was done was to say that the account was not canceled before the deadline and they would not refund. This trial was started in October and the only correspondence I had with Rocket Lawyer was a welcome email. I did not even know about the charge until checking my bank statement. Why does Rocket Lawyer try to bill the customer in such a sneaky manner without so much as an email stating the payment was charged and thank you for your monthly purchase. It seems RocketLawyer is not good enough to be honest with a customer. Instead it must be the practice to hope that the customer forgets they signed up for this and keep billing as many times as possible. I work with a lot of startups and I encourage them to try new companies and see if they will be a good fit. There are times when the cancellation deadlines are forgotten. However, with every other trustworthy company I have dealt with a simple call to customer service explaining that the account was not used was enough to suffice a refund. I will be strongly pushing my clients the LegalZoom rout for their needs if this is the type of business model you prefer. *****

Desired Settlement: I expect a refund of the service that was charged but never used. You can see from my account history that there was never a loggin.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ Dear ***** *****, While we understand why you may be a bit confused as to why you weren't granted a refund I think a few things might need to be clarified. The first thing I will mention is the person you spoke to in the customer service department is there to assist with technical issues with the account such as how to locate a document, print an item, etc. He was not a member of the billing department responsible for granting refunds. That is why he was not empowered to grant one to you. This is also why he asked you to contact the billing team. Regarding the trial offer Rocket Lawyer is very transparent about what the trial is and how it works. When you started the trial we very clearly stated that there was a seven day window that it could be cancelled at any moment and we just needed to hear from you to do so. It is not standard for companies to send out monthly emails stating that the monthly account has renewed itself. If you look at the billing practices of companies like Netflix, Hulu, or gym memberships they do not send out notices like the one you are requesting. Rocket Lawyer goes a step further than those companies and actually prints our phone number in your billing statements to avoid such an issue. If you wish to use the Rocket Lawyer service ala carte in a matter that LegalZoom conducts itself you are definitely able to do that instead of the recurring membership you asked to take part in. We even go one step further and offer a completely free document without any strings attached. That is why when you didn't elect to downgrade the account to a free level we believed had permission to bill you as stated in the agreed to terms of service. If you would like to review these policies please immediately click on this link for the explanations of our trials and free document offers: http://www.rocketlawyer.com/************* Sincerely, ****** ******* ******@rocketlawyer.com (415) ********

1/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i cancelled the membership 3 months ago and they are still charging my debit card! I received a charge 3 months ago after trying to cancel my trial membership so I went on the website and found that there was a second area I needed to go into and cancel, so I did. Then yesterday I received another charge for a three month membership. Last time I was on the website it said I downgraded to a free membership and that I wouldnt be charged and that I wouldnt be able to make new documents but would have access to my old documents. Since that day I have not visited the site or have I requested to have my membership reinstated. This is malpractice and unauthorized use of debit card information. I am requesting a full refund for the $39.95 they are charging on my card and for them to fully cancel my membership since obviously they make it too difficult to cancel online for any normal person. This is ridiculous!!! There's no one answering phones so I cant talk to anyone there about the issues at hand and there's no one responding to my email alerting them of the unauthorized charges. For an attorney's website this is a blatant misuse of personal and private information and I am severely dissatisfied. If I do not receive a full refund and have my membership cancelled I will be taking further action- not over the monetary amount- but over the principle of neglect for customer service and misuse of personal private information immediately.

Desired Settlement: $39.95 refund for memberhsip charges incurred three months after cancellation

Business Response: Initial Business Response /* (1000, 6, 2013/12/30) */ Dear ********* *****, Under the email address you are writing from there has been no billing to the associated account for over a year. I believe you are referring to another account that was billed in error on our part, but was refunded as soon as you made us aware of the situation by email on December 24, 2013. I've checked our phone records and I can't see that you attempted to call us from the number you have on file. All calls are answered on a first come, first served basis so it is possible that you just didn't wait long enough to speak to a representative. Once again we apologize about the billing that happen, but do know that it won't occur again. Warmly, ****** ******* ******@rocketlawyer.com (415) ******** Final Consumer Response /* (2000, 8, 2014/01/02) */ complaint is resolved, company offered a full refund. thank you

12/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Account Downgrade Does Not Work, Customer Service Unresponsive RocketLawyer's scammy business practices are already well-known, so I will not delve into those, specifically. The fact that I didn't realize until NOW that they have been billing me $40/mo all this time is entirely on me, and I don't fault RocketLawyer for this. The origin of this complaint, however, is the fact that once a victim *does* realize they are being billed on a recurring basis, it is impossible to discontinue being billed for it. Their site claims that they have a "downgrade" option, but it is clearly engineered to not function at all. I submitted eight separate requests for downgrade. Five of them resulted in a "confirmation page" that stated the account has been downgraded, yet the account status STILL says "Pro Account". The other three attempts resulted in server errors. It took 20 minutes before the email they claimed I would get finally arrived, and even after it did, my account according to the site itself STILL had not changed. Additionally, emails sent both directly, and via their "chat" service ( which is incidentally not actually a chat service at all, but rather a KB search interface with an "email" link at the bottom ), go completely unanswered. Again, I am entirely at fault for taking so long to realize I was being billed by RocketLawyer, but I think making it impossible to actually STOP being billed is unconscionable on the part of RocketLawyer.

Desired Settlement: I don't want a settlement. I will take up the issue with my credit card company at the next billing date. I'm just reporting their bad-faith business practices for the sake of other potential customers.

Business Response: Initial Business Response /* (1000, 6, 2013/12/04) */ Dear *****, I'm sorry that appears you experienced some difficulty in having your account downgraded to a free level. What strikes me a little odd is the fact that I show that you actually closed your account without the assistance of a customer service representative on December 2, 2013 at 8:28 AM Pacific Standard Time. I then see that you sent Rocket Lawyer three different emails at 8:36 AM, 8:41 AM, and then finally at 8:51 AM. The last email was actually in response to the confirmation that the account was downgraded. It may have appeared that your account was active, but I can confirm that it is indeed downgraded. After you log in to the Rocket Lawyer account, which will not reactivate it, in the upper right hand corner you should see the site saying Hello, *****. Underneath that it should say Free Account. If it doesn't say this you may want to try refreshing your browser or clearing your saved cookies. Also when you noted the chat function didn't work I'm a little surprised by this. Please feel free to look over the chat conversation you had with our operator *** which you mentioned this complaint to the BBB. 11:44:03 AM ***: Thank you for contacting RocketLawyer.com Live Chat Service. 11:44:03 AM ***: Please Note: No communication from Rocket Lawyer Incorporated, including from its agents and representatives, constitutes legal advice or creates an attorney-client relationship. 11:44:03 AM ***: How may I assist you today? 11:44:02 AM Visitor: downgrade 11:44:02 AM Visitor: I have attempted to downgrade my account 14 times now. I have sent two emails about it, and I've filed a complaint with the BBB. 11:44:02 AM Visitor: You people have absolutely no intention whatsoever to allow people to cancel. 11:44:02 AM Visitor: Previously, this chat option wasn't even available. And now that it's available, nobody responds. 11:44:02 AM Visitor: This is just brilliant. 11:44:08 AM ***: I can help you with that. So I can better assist you, may I please have your e-mail address? 11:44:18 AM Visitor: um. *******@gmail.com 11:44:43 AM ***: I show that this account has already been downgraded/cancelled and there will be no future billing. 11:45:15 AM Visitor: then how come it still says "Pro Account" ? 11:45:40 AM Visitor: Every indication from the site is that my account is still a Pro Account. 11:46:14 AM Visitor: This is a direct copy/paste from the site: Current PlanPro Monthly Plan$34.95/mo 11:46:26 AM ***: Because there was a payment on 11-2, so you will have service until 12-2. At that point it will change over to Free 11:53:40 AM ***: Do you still require assistance? 11:56:29 AM ***: It appears that you may be otherwise occupied. I shall bring this conversation to an end. If you have any further questions please do not hesitate to return to chat. This is the only chat record we have on file with your email account. Is it possible these other times you tried to contact us it was during the Thanksgiving holidays? If so our offices we closed in observance. You may have also tried to instigate a chat conversation before an operator was available. I will mention that the chat conversations are responded to on a first come first served basis just like our phones. From our records I don't see that you tried calling our offices either. Did you know that normally you could call us Monday through Friday 6 AM to 6 PM Pacific Standard Time. Did you already speak to your credit card company about this? If not I would like to see how I could help you further. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-**** Final Consumer Response /* (2000, 8, 2013/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) A few points: 1. Yes, *now* the account says "Free Account". It continued to say "Pro Account" for over a day after supposedly downgrading the account. 2. Yes, I was finally able to initiate a chat with an operator - this option was not available for several hours. 3. I have not yet talked to my CC company - I only intended to do so if you charged me again. My suggestion is that you work with your web developers to make sure the site *immediately* reflects account status changes to prevent this kind of confusion in the future. The confirmation email, which arrives several HOURS after downgrading, is (A) unclear, and (B) in direct contradiction to what the actual site says for over a day after downgrade. If the site simply reflected the new account status, this would have never been a problem. I am going to mark this as "accepted", but before I do I'd like to point out that not redacting email addresses from chat logs before posting them on a page that will eventually be readable by spam scrapers is a petty and unconscionable low blow. Business Response /* (4000, 13, 2013/12/06) */ *****, I only publicly mentioned your email address because it is a part of the information provided to me to research this. Thank you for considering the matter closed and I hope you have a wonderful weekend. Warmly, ******

12/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Continuance of billing after cancelling October 20, 2013 I signed up for the 7 day trial. October 25th I cancelled on a seven day trial membership but still was charged out of my account the following week. I couldn't login or can I log in as I'm considered not a member but still being charged as one. I called back only to never have a return call. Haven't received any emails from this organization since I signed up the services are no longer needed and I am once again charged for the month of November 2013. When I have called I get the automated system and then get told that they're having technical difficulties

Desired Settlement: A return amount for the month of November.

Business Response: Initial Business Response /* (1000, 5, 2013/12/03) */ Dear *********, As you noted on October 20, 2013 you did indeed begin a free trial. I can see in your account that you did look at the page to end the trial period after our office hours on October 22. You should have been able to do that without any issue at all, but I don't show you actually elected to the end the trial. You will always be able to log into your Rocket Lawyer account at anytime that you wish. You will just need to remember what password you established when you set up the account. If you need assistance with that you can always call us at (***) ***-**** Monday through Friday 6 AM to 6 PM Pacific Standard Time. When you said that you called us can you let me know what phone number that you used was? I can't see any phone calls on record from the information that we have on file. Did you leave a voicemail? If so I will have that call pulled and see exactly what happened. In the meantime I have had your account downgraded. I've also had your billings returned to you. Warmly, Jeremy ******* ******@rocketlawyer.com (***) ***-**** Final Consumer Response /* (2000, 7, 2013/12/06) */ They reimbursed me not just the month i was asking for but two months. I'm please. Thank you

12/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: April 2013: I bought 1-time Lease to Purchase DOC. Paid $39.95 via US Bank card. Unauthorized charged each month since. NOTE: Breast Cancer Treatment (2012 - 2013) interfered with me personally monitoring my US Bank account in the past year. On 4/13,2013, I used US Bank credit card (****************) to pay Rocket Lawyer INC $39.95 for "1" document (Lease to Purchase Home) . From 4/13/2013 through 11/13/2013 without my authority, Rocket Lawyer charged my US Bank account monthly for $39.95. I contacted US Bank, who asked me to cancel Rocket Lawyer INC while they assisted with resolving the disputed monthly charges. With the number provided on my US Bank statement, I was unable to contact Rocket Lawyer INC. Number had been disconnected and I did not have a direct number since I did the first charge online and never received any documents from Rocket Lawyer. With the on-going problems with contacting Rocket Lawyer, communicating with US Bank, and recovering from breast cancer, I canceled my US Bank credit card on 11/18/2013. Prior to canceling my US Bank credit card on 11/18/2013, I owned my US Bank credit card, not Rocket Lawyer, who charged my credit card for 7 months without my authorization.

Desired Settlement: Rocket Lawyer INC should pay me for seven months of charges to my US BANK credit card, which I canceled on 11/18/2013 to prevent Rocket Lawyer from continuing to receive $39.95 monthly. Undoubtedly, Rocket Lawyer INC owes me: 7 months X $39.95 = $279.65 CHARGES: 05/13/2013 = $39.95 06/13/2013 = $39.95 07/13/2013 = $39.95 08/13/2013 = $39.95 09/13/2013 = $39.95 10/13/2013 = $39.95 11/13/2013 = $39.95

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Dear *******, First I will say that the point of contact email address you are listing is not the account on file with Rocket Lawyer. I did locate the actual account in question and stopped any potential billing in the future. While Rocket Lawyer is very sympathetic to your situation I believe there was a fundamental misunderstanding of how the transaction you are describing worked. Rocket Lawyer does offer single document purchases on the website, but the fee for that would actually be $59.95. What I believe occurred is that you participated in the introductory trial offer which you can see described in detail here: http://www.rocketlawyer.com/faq.rl#trials_how_does_the_free_trial_work As the trial notes it is only a seven day period. If at any point you decide that you do not wish to be billed you could downgrade the account at anytime. If Rocket Lawyer isn't notified during the trial period the account roles into a monthly billing cycle. I can even see that we emailed you about the details of the trial when you signed up with the following text: Try it free for 7 days Our customer service team is available at any time to help you. Just call us at (***) ***-**** or, if it's easier, send us an email. The Rocket Lawyer Team The phone number listed in this message has always been active. Also on the page that the billing information is collected we thoroughly explain the details of trial. That is why we believed we had permission to bill the account. In addition to phone support Rocket Lawyer offers the ability to downgrade the account without assistance by signing back into the account, email support, and instant messaging assistance. It doesn't appear that any of these methods were used at any point in time and that is how the recurring billing happened. We apologize for the confusion as we never wish for anything like this to occur. Had we been able to speak to you before you contacted US Bank we could have resolved this. While we understand it sounds as if you had difficulty contacting us directly as you stated in your request you have already disputed the transactions with you former financial institution. Since that is the case Rocket Lawyer will not be able to issue a refund at this time. We wish that was not the scenario at the moment, but the dispute essentially takes incident out of our hands at US Bank will be driving the conversation moving forward. However the US Bank dispute works out they will inform of the outcome. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-****

11/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I want to cancel my incorporation process (started yesterday) immediately. Website doesn't give info about cancelling. I want a refund. On Nov 19 I initiated proceedings with Rocket Lawyer to set up an corporation for an author society. Since filling out the forms online with Rocket Lawyer taking my $360 or so immediately, I have not received any customer service (though promised) and have been "called back" by a silent machine (no personal contact). The website says there is a process for "downgrading" the membership, yet the instructions they offer aren't actually made possible by the website, and there is no mention of cancelling. The bank transaction is still in process, and I have left numerous messages requesting a stop of services, but no one is getting in touch. I want a full refund. Since I have not given RL my social security number yet, I am certain they cannot have begun any work in filing for the corporation. Again, I would like a stop of services and a full refund. I have contacted my bank and if I do not get my money back they have said they will initiate fraud proceedings.

Desired Settlement: I want to stop the incorporation process for The ******** ***** Society and I want my money refunded in full. Rocket Lawyer is not providing the promised customer service.

Business Response: Initial Business Response /* (1000, 5, 2013/11/21) */ Dear ***, We are not sure why you have taken to a public forum to have this request cancelled, but on November 20, 2013 you wrote to the incorporation department at 10:29 AM Pacific Standard Time. You wrote from the incorrect email address on file and for security reasons. Once you verified that you were the owner of the account in question we immediately had the request cancelled and a refund put in for it. That process took about an hour to occur. I've verified that the refund to your bank has been processed. It is now up to the bank to place those funds bank into your account. The speed at which that will occur depends on the bank. Usually we find that it take a few days to happen, but again than is dependent on the financial institution. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-**** Final Consumer Response /* (2000, 7, 2013/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Rocket Lawyer got in touch after I alerted them in voicemail messages (the only contact option) of the urgency of my request for a refund and mentioned that my bank was prepared to take action. I acknowledge Rocket Lawyer's subsequent expediting of my request for a full refund. But in answer to the query about why I took to a public forum so quickly, a course of action that could certainly be viewed as extreme in other circumstances, I must say that the website provides NO means of cancelling a request once it has begun, and is in fact deceiving in pointing users to a "downgrade service" page where there is no option to take that or any other action toward termination. This, coupled with the lack of personal contact and a robo call-back that was entirely silent ("please press this button to keep your place in the queue and receive a call back" resulted in this disturbing silent phone call) prompted me to look up the firm's credibility, at which point I learned that others have had similar issues with customer service and dubious payment policies. The amount I paid for help setting up a corporation is significant ($360) and I became extremely uncomfortable when 1) the website was deceiving and 2) no customer service was forthcoming. Again, however, thank you to Rocket Lawyer for following through in the end. I have received my refund and our business is concluded.

11/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ON SITE THIS COMPANY ADVERTISES FREE ADVICE FOR A SUBMITTED QUESTION. ATTEMPTS FAILED CALLED THE # GIVEN WAS TOLD HAD TO REGISTER BEFORE ADVICE GIVEN ON THE WEB SITE THIS COMPANY STATES THAT FREE LEGAL ADVICE WILL BE PROVIDED WHEN A QUESTION IS SUBMITTED. AFTER SEVERAL ATTEMPTS, WE CALLED THE NUMBER PROVIDED. THE MALE ANSWERING THEN TOLD US, THAT WE MUST REGISTER BEFORE RECEIVING THAT SO CALLED "FREE ADVICE". I EXPLAINED THAT NO WHERE ON THE SITE IS AN E-MAIL ADDRESS REQUESTED OR REGISTRATION REQUESTED. THE SITE STATES SIMPLY THAT YOU WRITE OUT YOUR QUESTION AND SOMEONE WILL PROVIDE AN ANSWER. THIS IS PROBABLY A "BAIT AND SWITCH" TYPE OF SITUATION, OR SIMPLY FALSE ADVERTISING. NO ANSWER TO THE QUESTION WAS EVER EVEN ATTEMPTED!!!

Desired Settlement: THEIR SITE SHOULD DEFINITELY REMOVE ANY STATEMENT THAT THEY WILL ANSWER YOUR LEGAL QUESTION ONCE A QUESTION IS SUBMITTED. THAT IS FALSE AND MISLEADING. THE SITE NEVER ATTEMPTED TO RESPOND IN ANY MANNER TO THE QUESTION THAT WE SENT. AFTER SEVERAL ATTEMPTS, WE CALLED, AND THAT IS WHEN WE WERE TOLD TO REGISTER AND SUBMIT OUR PERSONAL INFORMATION.

Business Response: Initial Business Response /* (1000, 6, 2013/11/06) */ Dear **** ******, Rocket Lawyer tries to make it very clear how our On Call program works. If you look at the following page you can see a detailed breakdown of how it operates: http://www.************.com/faq.rl#legal_advice The very first statement we address is, ''Can I call Rocket Lawyer for legal advice?'' Our immediate response is, ''No. We provide do-it-yourself services for consumers and small businesses, but if you have specific legal questions, we can connect you with a lawyer. If you need a lawyer, there are two ways we can help. If you sign up for a Legal Plan, we can offer you discounted legal services and support through ourOn Call attorney program. If you do not have a Legal Plan, you can search for a lawyer in the Attorney Directory. We then go on with, ''What is Rocket Lawyer On Call®? Rocket Lawyer On Call® provides Legal Plan members with initial consultations and document reviews at no additional cost, and pre-negotiated rates from a nationwide network of local attorneys. Specific details can be found here: Rocket Lawyer On Call plan benefits.'' At this point I mention that since Rocket Lawyer is a strictly online company any person who wishes to participate in our site is required to list an email address with the company. The reason this is required is that we use the email address to keep all of our customers' documents and information centrally located. If someone needs to speak to an attorney but doesn't wish to register with Rocket Lawyer we offer the Lawyer Directory. That experience does ask for an email address, but Rocket Lawyer doesn't collect that information. It is only shared with the attorney selected. At the bottom of the page we then explain the distinctions of the On Call program and the Lawyer Directory we have put together that anyone can reference even if they are not a member of Rocket Lawyer, ''What are the differences between On Call and the Lawyer Directory? There are some very simple differences between these three legal assistance options: On Call: 1. A benefit of a Rocket Lawyer Legal Plan 2. Lawyer consultations and document reviews at no additional cost 3. Pre-negotiated rates on lawyer services 4. We find a lawyer for you, but you can always ask for a new one Attorney Directory: 5. Accessible to everyone 6. Search for and locate attorneys in your area 7. Select the attorney you want to work with and contact their office 8. All costs are based on the attorney you select and their independent fees Warmly, ****** ******* ******@************.com (***) ***-****

11/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: took my time away from my sick Dad due to false advertising Product_Or_Service: none yet

Desired Settlement: DesiredSettlementID: Other (requires explanation) free form and comp for time

Business Response: Initial Business Response /* (1000, 6, 2013/10/28) */ Dear ***** ** ******, **oking at the account you started to establish I can see that you have yet to take part in the free trial offer that Rocket **wyer has made available. The account is literally a few button clicks away from starting that. For details of the trial please see this link whenever time becomes available to you: http://www.************.com/faq.rl#trials Also if you monitor the emails that Rocket **wyer should have sent you by now you will have the opportunity to complete a singe free document without restriction. Warmly, ****** ******* ******@************.com (***) ***-****

11/12/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertise: "Free Property Lease Forms-Lease Agreement.************.com‎.Free DIY Lease Forms. All States Print Forms in 5 minutes 100% free." This company advertises that you can create a legal document 100% free. When I clicked on the link, it took me thru a series of questions that I completed, taking quite a bit of time. However, when I tried to submit it, it took me to a pop-up that required me to list my information, including email. After completing that, it took me to a panel that showed my account with 'upgrade' link available. However, the document wasn't there. When I called customer support to try to access the document, they advised me that they could not obtain the document unless I put in my credit card information for their 'free' 7 day trial. I believe this is false advertising. If I'd known I would be required to put in credit card information or required to 'join' a trial (that isn't actually free), I would NOT have used their template and wasted my time.

Desired Settlement: They should openly advertise the 'conditions' of their offer (that it's a free trial, but credit card info is required) on their google ads, as well as their landing page ad. Don't make people go thru this process to require them to put their credit card info...in the hope to capture and maintain a membership. If people want to join, they will.

Business Response: Initial Business Response /* (1000, 5, 2013/10/23) */ Dear ****** ******, We are sorry that you don't appreciate the way that our trial offer works. Our trial system is based off a similar model to other companies like Netflix, Amazon, and many of the internet's leading websites. We don't feel what we doing anything different than most free trials that you would experience. To speak to some of your concerns about the landing page to begin an experience at Rocket Lawyer we note the following: By continuing, I confirm that I have read and understand the Terms and Conditions, Privacy Policy, On Call Terms of Service, and Email Policy Did you not have an opportunity to click on those active links to see what may occur? You can review that page here: https://www.rocketlawyer.com/login-register.rl#/register?ReturnUrl=%2Fsecure%2Faccount%2Fedit-profile.aspx Also we do list on our Frequently Asked Questions page a detail explanation of our trials to avoid a situation like this: http://www.rocketlawyer.com/faq.rl#trials Had you an opportunity to fill out a document request but didn't wish to participate in the trial Rocket Lawyer should have sent you by now you will have the opportunity to complete a single free document without restriction. From reviewing the details available to me it doesn't appear that you decided to go that far unfortunately. Rocket Lawyer tries to explain our practices at every point possible to any new visitors to the site. We do wish that you had a better experience. Hopefully in the future you decide to return to the site and explore everything that we have to offer you. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-**** Final Consumer Response /* (4200, 11, 2013/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As explained previously, I went thru the process, yet WAS required to submit my email info and credit card info. There was no other way to 'opt' not to do this...even when I called rocketlawyer their operators said that 'unfortunately' it was part of the system's design and I couldn't access the document I'd created without entering that info. I'm just asking that the website put six simple words (at the very beginning so it's clear what is required. "Credit Card required for trial registration" Final Business Response /* (4000, 9, 2013/10/28) */ Dear ******, When you looked over my response did you happen to notice this section, ''Had you an opportunity to fill out a document request but didn't wish to participate in the trial Rocket Lawyer should have sent you by now you will have the opportunity to complete a single free document without restriction. From reviewing the details available to me it doesn't appear that you decided to go that far unfortunately.'' Once those steps are taken it sounds like Rocket Lawyer does fulfill most of what you are asking for. The other parts of your request would bog down visitors to the site to the point that no one would participate in the experience. The same could be said of any website, cable, phone, or utilities provider though. While you may believe that our description of the trial and free document is lengthy at about 194 words it is not like we are asking you to review the 8,520 word agreement with Microsoft to make use of the hotmail provider that you are currently enjoying. The process I described requires no personal billing information at any point. If you would like the phone call you made to Rocket Lawyer reviewed please let me know on what date, time, phone number, and what person you spoke to see how the confusion might have come up. I would be happy to see what occurred so that it wouldn't happen again. As I also mentioned before, Rocket Lawyer does try to be as upfront as possible at all times. We are sorry if you do not feel the same way, but the best possible customer experience is the main goal of Rocket Lawyer. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-****

11/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: auto debit without disclosure The forms are good but when you pay they will begin billing monthly. Their web payment form doesn't disclose this. My first POA ended up costing a couple hundred before discovering they were auto drafting my card. More recently I used them for LLC docs (&watched carefully during payment). I got an email thanking me for joining the monthly plan & I canceled. Web then offered a year of service for the cost of 1 month. I declined because it brought up the same payment screen. It's a legally articulated scam.

Desired Settlement: $39

Business Response: Initial Business Response /* (1000, 5, 2013/11/05) */ Dear ** ******, I've looked into your account activity and I see that you resolved this with one of my account representatives yesterday which I'm glad was done. A refund of the monthly fee was granted to you, but I would first like to mention one small thing. If you look at our free trial offer on the website, http://www.rocketlawyer.com/plans-pricing.rl, immediately under the button labeled, ''Start free trial,'' in a larger font than is on the button we mention, ''After your one-week trial period ends, you will be charged $39.95 per month.'' Also to make sure that our customers are not repeatedly billed without consent we clearly state our name and phone number on every monthly billing statement to avoid the type of situation you are describing. We are more than happy to issue the refund to you in this particular case and hope that you consider the matter closed. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-**** Final Consumer Response /* (2000, 7, 2013/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Your rep handled problem perfectly & I revisited website to confirm what was said. If you proceed through front door, the billing is properly explained. Apparently I got in through back door via previous expired membership?? You may want to add same detail to that route because I thought I was paying for the doc I prepared.

11/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for their FREE one week trial. Unbeknownst to me they took $1 out of my account. I signed up for their FREE one week trial. Unbeknownst to me they took $1 out of my account. I had just enough money in the account for a check that I had written. Since they took the $1 out of my account the check bounced due to the account being less than $1 enough to cover the check when it finally was submitted to the bank. Now I owe 37.50 for a NSF fee due to RocketLawyer taking $1 out of my account for their FREE trial. They advertised it as free but still took money out of my account when I gave them my debit card number.

Desired Settlement: I am asking for them to pay for the 37.50 NSF fee incurred due to them taking money out of the account with out me knowing that they were going to do this. I want a written apology to me. I want a written apology and claim of fault to Huntington Bank, and The Girl Scout Council to relinquish me of any wrong doings brought on by their deception on a FREE account.

Business Response: Initial Business Response /* (1000, 5, 2013/10/22) */ Dear ******* *********, We are sorry about the financial situation that occurred in connection to the trial that you participated in. Unfortunately I must mention that during the trial period there is an authorization for one cent and not a dollar that you have declared in your statement. We understand that these are tight financial times, but when the trial offer is made we do clearly state that the $0.01 authorization needs to occur to make sure the credit or debit card used is valid. We also clearly note that if the trial period is cancelled the $0.01 authorization will be cleared from your financial records as Rocket Lawyer does not actually collect the penny at any point. If a trial period goes into a monthly or annual plan the $0.01 authorization is erased from the customer's record and a new billing incident is initiated. If you would like to review the details of this agreement please feel free to see this link again: http://www.rocketlawyer.com/faq.rl#trials_why_does_the_free_trial_require_a_credit_card I've reviewed your account and I see to things. First I see that the trial period was started on October 17th. The second and more important thing I see is that you ended the trial on October 19th. At no point in time did Rocket Lawyer collect the $0.01 from you and that authorization should have fallen off of your records by now. As Rocket Lawyer has not collected any fees from you at any point in time Rocket Lawyer will not be able to issue any sort of refund. If you would like to speak about this situation with your bank on the line please feel free to contact our customer support line at (***) ***-**** Monday through Friday 6 AM to 6 PM Pacific Standard Time. Sincerely, ****** ******* ******@rocketlawyer.com (***) ***-**** Rocket Lawyer is a simple and easy way to manage all legal aspects of your business on a secure and accessible online platform. NOTE: NEITHER THIS ELECTRONIC MAIL NOR ANY OTHER COMMUNICATION FROM ROCKET LAWYER INCORPORATED, INCLUDING FROM ITS AGENTS AND REPRESENTATIVES, CONSTITUTES LEGAL ADVICE OR CREATES AN ATTORNEY-CLIENT RELATIONSHIP. Rocket Lawyer is not a law firm and does not provide legal advice. If legal advice is required, please seek the services of an attorney.

11/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: There was a free trial for a licensing agreement that required entering in a lot of info. It wasn't until much time was spent that a cc was required. Many offers are "free" that require a credit card that won't be charged if the user cancels. While this is annoying, it is certainly not unique. However, this particular offer required the user to enter in a substantial amount of information first before the user was informed they needed to enter in a credit card to get the "free" licensing agreement. When the user is required to spend a chunk of time up front, they should be informed that the offer will require a credit card that will be charged after the free trial expires. This deceptive advertising gives web based companies a bad name and is very frustrating.

Desired Settlement: I just want the company to know that this practice is very frustrating to users and I hope that they decide to change their practice and disclose up front what they mean by "free" so users can decide if they want to proceed before they waste their precious time.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Dear M G, I apologize if you didn't enjoy your experience in participating in the free trial offer. From my understanding I think part of your frustration lays in the fact the document you were trying to obtain has a very detailed interview to have the document generated to meet all of your specific needs and information. Rocket Lawyer does not offer, ''boilerplate,'' documents which can be completed in a few seconds like other legal document websites. If our customers decide to review what the terms of the free trial our they will come across this specific notification about the credit card information before they begin: http://www.rocketlawyer.com/faq.rl#trials_why_does_the_free_trial_require_a_credit_card We then clearly state the following: Your credit card will not be billed during a Free Trial. We ask for a credit card to allow your membership to begin without any disruption to your service at the end of the trial period. During the trial period, you might see a "pending" charge of $0.01 on your bank or credit card statement. This authorization is used to make sure your card works. It will be removed by your financial institution automatically when you cancel during the Free Trial period. No funds will be collected unless you continue with your plan beyond the one week trial period. We try in every way possible to alert our customers how the trial offers works because we understand that everyone's time is very valuable. We do hope that in the future if you decide to have another document generated for you Rocket Lawyer will always be here to assist you. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-****

11/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife apparently signed up for a 7-day free trial account on the rocketlawyer.com web site. A few months went by, and I noticed three $39.95 charges on our credit card occurring at one-month increments. When I asked my wife about it, she had no recollection of registering for the site or authorizing the charges. We scoured her email, and found no communication from rocketlawyer.com at all. I called them about it, and they confirmed that the account was created on 7/13/2013 and the account coverted automatically to a paid account on 7/20/2013. They also confirmed that it was their policy to never send email communication to confirm the account was created or when the account coverts from a trial to a paid account. The absence of email communication around account activities, both creation and conversion, seems to be a deliberate tactic to take advantage of consumers by charging them without their explicit knowledge. While the payment terms are available on the web site and are displayed during the account creation, the fact is that once the free trial account is created, the company makes no attempt to communicate with the customer in any way. In my opinion, that is done in hope of remaining out the sight and out of the mind of the consumer while they milk monthly fees. Product_Or_Service: Free 7-Day Trial Account on Web Site

Desired Settlement: DesiredSettlementID: Other (requires explanation) Full refund would be great, but more important than that, a change in their account creation and conversion process to keep the consumer informed about their account standing to avoid other consumers from getting into this situation in the future.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Dear ****** *****, I would like to comment on your situation in full, but unfortunately I cannot do that without the account information that your wife provided to Rocket Lawyer. I attempted to do so using the details you have already passed along, but I until I have the email address on file with my company I can't address every concern. Please let me know what that is so that I can really see what happened here. What I can address though is the subject of the account creation and emails that are sent to customers. I'm not sure who you spoke to, but once an account is created on Rocket Lawyer we immediately start a series of emails to our customers. The very first email is sent out within a few moments with the following text: Welcome! Thanks for registering with Rocket Lawyer. Your username is: The information you provided in your Rocket Lawyer Document is securely stored in an account we created for you. To see your document, go to: Your Account Rocket Lawyer makes it simple and affordable to get the legal documents you need. We offer one free legal document to every user. You can eSign and print your document at any time. To edit or share documents, start a one-week trial membership now. Can't get into your account? If you have trouble accessing your account, our customer service team is available at any time to help you. Just call us at (***) ***-**** or, if it's easier, send us an email. We also send occasional reminders to our customers to complete any documents they may have started or to begin other documents that might be complementary to their needs. Our customers may opt out of email communications from Rocket Lawyer, but generally requires the customer to request that from us over the phone or by email. If I had your wife's email address I would be able to see if that is the case. More commonly if a customer is not receiving word from Rocket Lawyer it is because of their spam filters. Do you know if you have looked into your wife's spam folder to see if our attempts at contact were routed there? As you acknowledged the terms of the trial are clearly listed here: http://www.rocketlawyer.com/faq.rl#trials As you mentioned you noticed the billing on your credit card statement. To avoid any situation like the one you experienced we clearly list our name and our phone number which it sounds like you were able to use. Was there a reason you or your wife were not able to read over the billing statements and contact Rocket Lawyer earlier? Most likely from the details you have shared with us it appears that the spam filter may be at fault in regards to the lack of communication on Rocket Lawyer's part. If that is the case I do apologize and would ask that you have your wife add Rocket Lawyer to the safe sender's list so any further communications may be received. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-**** Rocket Lawyer is a simple and easy way to manage all legal aspects of your business on a secure and accessible online platform. NOTE: NEITHER THIS ELECTRONIC MAIL NOR ANY OTHER COMMUNICATION FROM ROCKET LAWYER INCORPORATED, INCLUDING FROM ITS AGENTS AND REPRESENTATIVES, CONSTITUTES LEGAL ADVICE OR CREATES AN ATTORNEY-CLIENT RELATIONSHIP. Rocket Lawyer is not a law firm and does not provide legal advice. If legal advice is required, please seek the services of an attorney. Final Consumer Response /* (3000, 7, 2013/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe emails were attempted to be sent when the account was set up. The customer service representative that I spoke to over the phone about the account verified for me there were no emails sent, and told me that the system does not generate emails to confirm a free trial has started. She was also able to tell me when the account was last accessed and whether any documents were created after the trial period ended. That is quite a bit of detailed information, and she was able to provide it very quickly - in the midst of the conversation rather than putting me on hold. She was very helpful, and I have no reason to believe she was lying to me. The customer service representative was able to downgrade the account and refund the most recent month's charge. Both of these account actions resulted in an automated email being sent to my wife's email account. In addition, directions on how to delete the account were emailed. All this without me providing the email address. This evidence shows that there were no systematic problems preventing email from Rocket Lawyer from being delivered to my wife's mailbox (incorrect address, spam filters, etc.). Also, I did check the spam folder before filing this complaint. In all reality, spam filtering has become very accurate (especially on the large email providers like where my wife's email is hosted). If these emails were being blocked from being delivered because they were being flagged as spam, then that is effectively the same problem and would still need to be address by Rocket Lawyer. The comments made in the business's response seem legitimate. The fact is, however, that they are being made in a public forum, so there is an understandable motive to put the most positive light on the business. When I consider the contradicting information, I must take into account these motives. When considering all of the evidence at my disposal, I can see three possible conclusions. 1) The response from Rocket Lawyer is completely untrue. I do, however, give them the benefit of the doubt and believe this to be unlikely. 2) The system software contains a bug that prevented the messages for my wife's account from being delivered. Given the detailed information the customer service representative gave me over the phone, the exercise of confirming this hypothesis would be possible by cross referencing the outbound email log with the trial accounts to see which accounts were created without a confirmation email being sent. I have provided the date the free trial was created on, so that should be more than enough information to perform that; I will not provide the email address on the account in this forum. It appears that my wife's account dates from approximately 2008; she has semi-regular emails dating from between 2/2008 and 2/2010. I am not at all familiar with what Rocket Lawyer's pricing structure looked like in 2008, but if I had to, I would guess that it did not include a free trial that automatically converted to an account with a monthly fee. If there has been a major change in the pricing structure of the business (and I have no idea if there has been or not), there might be a problem when someone with an account created under the older pricing structure visits the site after an extended absence. 3) The representative of Rocket Lawyer that provided the response was confused about what type of email was the subject of the filing. The email template provided does not read like an email you would expect to receive after starting a free trial. In fact, it includes the text, "To edit or share documents, start a one-week trial membership now." That sentence would probably not be included in communication sent to a user that just started a free trial. Now, I understand that it really isn't my place to speculate what the cause of the absence of communication is. I have very limited perspective to guess the intended behavior of the software systems. I decided to include the speculation on this forum purely to make the point that there could be some underlying circumstances that make this case somewhat unique and other consumers might have a different experience that is more in line with common expectations for online subscription services. Lastly, I will mention that the email template provided by the business contains no reference to the free trial being automatically converted to a paid account. That should be clearly stated on the registration confirmation. Again, that is assuming that the email template provided actually is the email sent to users when they sign up for free trial, which is questionable. Final Business Response /* (4000, 9, 2013/10/23) */ Dear ****** *****, As I originally stated, ''I would like to comment on your situation in full, but unfortunately I cannot do that without the account information that your wife provided to Rocket Lawyer. Under the email you are providing me at the moment Rocket Lawyer has no account on file.'' If you share that with me we can actually begin this conversation which I would really like to do. Whom did you speak to and on what date? As long as you used the (***) ***-**** phone number I can pull the phone call and find out the details you provided to the support representative. If you used a different phone number please let me know what that was so I can investigate this further. Once I can obtain the correct account information I will do my best to provide you with all the information I can to support my earlier explanation. Originally you did note that the trial period was entered on July 13, 2013. We literally start hundreds of trial a day and many people do not list their complete home address. When I attempted to locate the account earlier under the physical address you provided I do not, and still do not, have a clear match. That is why I need her email address please. When you say, ''It appears that my wife's account dates from approximately 2008; she has semi-regular emails dating from between 2/2008 and 2/2010.'' Do you mean that your wife's account was registered with Rocket Lawyer at that point or with the mail provided such as Hotmail or Yahoo? If it was Rocket Lawyer then the original registration date wouldn't be July 13, 2013. The trial date would be July 13, 2013 as stated, but to locate the account I would need the billing information as the account would be registered sometime between 2008 and 2010 as you referenced. If you didn't provide the support representative your wife's email that would mean you then provided several pieces of information that you might not be comfortable sharing in this forum. To locate the account I need to know your wife's first and last name, the last four digits of the credit or debit card provided to Rocket Lawyer, the exact name on that credit card, or the phone number (***-***-**** is not listed in our system). I will need at least two of these to verify the account. If you do not feel comfortable sharing this information please let me know what your wife's email address is. You had mentioned that you got the cancellation confirmation email. That leads me to believe you know what account we should have on file then. Once Rocket Lawyer was established as a website we initially began to offer the trial period in question. We have had several price points throughout the years, but $39.95 for a professional monthly account has been firmly fixed for years. I know this for a fact as I have been with the company for over four years. I will also mention that Rocket Lawyer has always only offered a single free trial period under an established email account. There has never been the ability to have multiple free trials unfortunately. I completely agree that every situation has the potential to be unique. That is why I can only speculate what happened to your wife for the time being. Not to be too repetitive, but that is why I can't fully state what occurred until I have your wife's account information. The quickest way to do that is with the email address in question. Sincerely, ****** ******* ******@rocketlawyer.com (***) ***-****

10/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been charged almost $160 for having printed a single document eight months ago. In February, 2013 I downloaded a document from Rocket Lawyer to help my dad file his taxes, not intending to begin a membership with Rocket Lawyer, but understanding that I would have to pay for the document. Rocket Lawyer has taken $19.95 a month from my bank account for the past eight months for a membership I did not want. I spoke to Jackie at Rocket Lawyer on October 4 2013 and she agreed to render the membership inactive and refund two months of payments. I don't know the account number because I didn't realize I had an account. I don't mind paying $19.95 for a single document but I would like a refund for the remaining seven months of "membership" payments, and not just reimbursement for two months of payments.

Desired Settlement: I am seeking a refund of $139.65 in total.

Business Response: Initial Business Response /* (1000, 5, 2013/10/08) */ Dear *** **********, Looking over the details of the account I can several things. The first thing I can see is that you signed up for an account on February 21, 2013 with an email address that ends in centurylink.net. On that date when that occurred we clearly stated that a seven day trial period was being entered. If you did not wish to participate in the trial at all we also offered the document at a onetime fee of $49.95. If you did not wish to be billed then you only needed to notify our offices during the trial period and no billing would occur. This was agreed to on the page where we collect the billing information that was used. We then sent out a confirmation email to the account on file stating the terms of the agreement. To see more about the trial agreement please feel free to review this link: http://www.rocketlawyer.com/faq.rl#trials We understand that not all of our customers wish to maintain an active account with Rocket Lawyer. To make sure that none of our customers our billed when they don't wish to be we also clearly explain how to downgrade the account at anytime here: http://www.rocketlawyer.com/faq.rl#trials_how_do_i_end_my_free_trial To remind our customers that they are being billed on a monthly basis we also clearly state our name and phone number in each monthly billing statement to avoid a situation like this. Were you not able to look at your statements for some reason? The phone number that I believe is listed is (***) ***-****, but we do have a few other options. Our phones are available Monday through Friday 6 AM to 6 PM. We can also be reached by email at support@rocketlawyer.com. Reviewing the account further I don't see any attempts at contacting our offices prior to October 4, 2013. Was there any issue preventing you from contacting us before that date? I listened to your phone call with Jaque I noted that she located your email address ending in centurylink.net and explained how the billing happened to occur. She then immediately downgraded your account as requested so no further billing will ever occur. When the conversation about a refund happened she offered you two months of fees you did not have a problem with that. If you wanted a further refund why did you not request one? I understand that you didn't wish to maintain the membership with Rocket Lawyer, but at every point possible we acted in good faith regarding the account. We regularly notified you by email that you owned the account and we made ourselves known in the billing each month. Had we at any point earlier been told to cease the billings we would have gladly done so. In respect of the situation I'm willing to offer an additional refund. Two months have already been granted and I will extend this an additional three months. This means you have paid less for the document than if you had purchased it outright when you first visited the website. I've notified the billing department to have this issued as soon as possible. Warmly, ****** ******* ******@rocketlawyer.com (***) ***-****

10/11/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertise "free" legal advice. To get the "free" legal advice, you must buy a membership of at least one month @39.95. This is fraud. Went to their website at approx. 11:50pm. 10/05/2013 in response to their paid placement on Google search results for "free legal advice Tallahassee". Opening page states "FREE" multiple times. Says to fill out box for "free" legal advice. After submitting name, address, and email on next page, the next page offers one week free trial that automatically enrolls you in their "service" that can only be cancelled after one month @ $39.95. This is clearly false advertising. There is no advice given at all until they receive at least one month's fee.

Desired Settlement: They should be criminally prosecuted for false advertising.

Business Response: Initial Business Response /* (1000, 6, 2013/10/09) */ Dear Mr. ********, When someone types into Google the phrase, ''free legal advice Tallahassee,'' Rocket Lawyer is not currently, October 8, 2013, paying to advertise our services in any capacity. When this search is asked for Rocket Lawyer also doesn't come up in the current search results for many pages. There are literally dozens of other sites that are offering the very thing that you are requesting. Rocket Lawyer does offer assistance to anyone with connecting to an attorney in a few different ways. If you don't wish to be a member of our site we offer this page that anyone can use to locate an attorney: http***** On this page we do offer our members the chance to enjoy a free consultation and other discounted attorney services: http:/***** We do ask that to participate in the free consultation a person does agree to take part in the free seven day trial that can be cancelled at anytime. We note that during the trial period one consultation is available. To see more on our trials please see this link: http:***** All of these options can be enjoyed without any charges occurring. Warmly, ****** ******* ******@rocketlawyer.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 8, 2013/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/7/2013 Billing/Collection Issues
9/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: THEY FAILED TO CORRECT MY LLC NAME WHEN I INDICATED IT WAS SPELLED WRONG SO IT WAS FILED INCORRECTLY AND GOT THE RUN AROUND FOR IT I JOINED ROCKET LAWYER SEPT 17 FOR THEIR FULL SERVICES FOR LLC EIN AND OPERATING AGREEMENT ON THE 18TH OF SEPT I GOT MY RECEIPT AND ON THE 19TH I NOTICED MY LLC WAS SPELT INCORRECTLY I BROUGHT IT TO THEIR ATTENTION ON NUMEROUS TIMES AND THEY SAID IT WOULD BE HANDLED I SENT 2 EMAILS ON THE 19TH WITH THE CORRECT SPELLING ONE ON THE 20 AND ONE ON THE 21 AND THIS MORNING THE 23RD WHEN I CALLED THEY SAID THEY COULD NOT CHANGE IT AND I REQUESTED A REFUND TO WHICH I AM GETTING THE RUN AROUND I WANT A FULL REFUND I KEPT ASKING FOR THEM TO CHANGE THE SPELLING THEY ASSURED ME IT WAS HANDLED AND IT WAS SENT OFF INCORRECTLY THAT IS NOT THE NAME I GAVE THEM I WANT MY REFUND OF 574 DOLLARS

Desired Settlement: I AM SEEKING A FULL REFUND FOR THE AMOUND OF 574 BEAUSE THEY TOLD ME THEY WOULD CORRECT THE ISSUE AND DID NOT

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ Dear *****, My notes indicate that the representative who assisted you with this was already working to have the name of the company corrected before you contacted the offices on September 21, 2013 which was a Saturday. I've checked our records and the first notification to the incorporation team was on this date. That department is closed on Saturdays so we were not available to respond to your request as quickly as you wished. The moment the incorporation team was in the office on Monday morning, the 23rd, they immediately started working on this for you. While we were working with the State of New York to have the proper name used for the company you sent our offices this note, ''I AM REQUESTING THAT I RECEIVE A FULL REFUND FOR MY LLC PACKAGE ****** cancelled and submitted for a refund. Again this was on September 23. I show that your refunds began to be processed at 1:25 PM Pacific Standard Time. Multiple parties at Rocket Lawyer and the State of New York worked on this diligently for 6 hours as top priority to have this immediately resolved for you. A full refund was granted to you on the 23rd. It appears that this request was sent to the ***** before we were actually given an opportunity to resolve this for you. Hopefully you will now consider the matter closed. ***** ***** ****** Final Consumer Response /* (2000, 7, 2013/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) GOOD!!

9/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: refund for not needing their service. was given week free trial then I could not cancel on line or get a hold of them by phone ither. do not need service and just want cash refunded. Master card #*****, transaction took place tues or wed of this week. 10th or 11th of September.

Desired Settlement: The charge for their fee.

Business Response: Initial Business Response /* (1000, 5, 2013/09/16) */ Dear *******, Under the email address you provided I do see that there is a Rocket Lawyer account on file. I looked into the billing activity connected to the account and at no point in time was Rocket Lawyer able to successfully bill the account. I can mention the card we were attempting to charge was not a MasterCard. I did attempt to look up the card number you presented to us, but we do not have that on record. As over September 10, 2013 Rocket Lawyer decided that you did not wish to have that account on an active level so it was downgraded to a completely free account. The document you created is yours to keep at no charge to you. You may review or download it at anytime that you wish. I'm a bit concerned that you were not able to reach a representative on the phone at any point. We have phone representatives available at *******Monday through Friday, 6am-6pm PST. Under the phone number we have on file I don't happen to see any attempts at calling us. Did you happen to try another phone number? In addition to phone support Rocket Lawyer also provides help to our customers through an instant messaging system and emails that can be sent to ******. I don't happen to see any attempts at contact from you in those ways either. Were you not able to take advantage of these? As a final way to avoid a situation like this Rocket Lawyer clearly notes how our customers can downgrade themselves without our assistance with this link on our site: *******_i_end_my_free_trial Were you not able to find this information on the site? If you have been actually charged by Rocket Lawyer directly it would appear that you have a different email account and name on file. Do you believe this is the case? If so please contact our offices as soon as you are able to. Again out phone number is (*******and we are available Monday through Friday, 6am-6pm PST. From the other email address that might be connected to a second account you can also write to us a ******at anytime you find convenient. Warmly, ******* Final Consumer Response /* (2000, 7, 2013/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much

9/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Pocket Lawyer website advertised week free legal document template trail this including creating and printing a document. Was not able to locate form Pocket Lawyer website advertised a one week free legal document template trail which cost $39.95 if not cancelled within that week. Rocket Lawyer website gave me access to the formatted template to create my legal document for child support before giving my personal and credit card information, in which I did. The free document creation included saving and printing the document once I was signed up for the free trail. Aftermy document was complete and I gave all my personal and credit card information which was a VISA , I was not able to locate my document at all. When i clicked my account link, none of my information popped up not even my name, which was on the main page once I signed it. I called the company's customer service number twice to no prevail. The number is ******. At this point I just want my trail cancelled and my information deleted without being charged 39.95 once the weeks is up. This happened today September 9, 2013 at around 11:30 12pm

Desired Settlement: I want my information cancelled,completely deleted and for my credit card not to be charge because My attempt to cancel is on day 1 but to no prevail.

Business Response: Initial Business Response /* (1000, 6, 2013/09/10) */ Dear ******you are supplying I do not happen to show the document you are speaking about was created. Is it possible that you made the document with a different email or name on file? If so that is why the document wasn't in the account located under*****. My records do show that this morning, September 10, 2013, you called our offices and spoke to *****. ****** successfully ended your trial period and at no point in time will Rocket Lawyer ever attempt to bill you. Hopefully that will satisfy your concerns. If not please feel free to let me know. Warmly, ***** ****** *****

9/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received email 7/26/12 that I was enrolled in a free trial. Created one document, never used again. Have been billed monthly for $39.95 ever since. Received email 7/26/12 that I was enrolled in a free trial. Created one document, never used again. Have been billed monthly for $39.95 ever since. This website was very deceptive; I never intended to sign up for this service and have not logged in at all since 7/12 (and recently, attempting to find out how to keep it from billing me any longer). I want my money back in fees since the beginning. I see similar complaints from others about Rocket Lawyers deceptive business practices. I have not received a single notice or email about my account since 7/26/2012 or I certainly would have taken action against this billing earlier.

Desired Settlement: Refund of all $39.95 monthly fees since 7/2012.

Business Response: Initial Business Response /* (1000, 5, 2013/09/10) */ Dear *****, As Rocket Lawyer originally stated we do offer a free seven day trial. We clear mentioned that the trial period was only seven days in the email that we sent to you on July 26, 2012 at 9:14 AM. When the account was registered we mentioned that if Rocket Lawyer wasn't informed to downgrade the account within the trial period it would become a monthly membership. We clearly stated this on the site in a few places including this link which has direct instructions on how to downgrade the membership into a free account which it appears you found on your own: *****Rocket Lawyer has no interest in billing anyone one who doesn't wish to be a member of our website. That is why on each monthly billing statement from your financial institution we directly state that the charge is from Rocket Lawyer and we put our phone number in the statement to call us if there is any issue. When looking at your account activity I don't happen to see any attempts to contact our offices by phone, email, or instant message. Was there a particular reason that you weren't able to contact us after looking over your billing statements? We would have been happy to assist you at anytime. I do show that you successfully downgraded your account to the completely free status on September 8, 2013 without assistance from our many available representatives. In regards to Rocket Lawyer not contacting you by email my records indicate that we have been contacting you on the average of every two months during the last six months. Is it possible that you marked out emails as spam so you are no longer seeing them? I hope that wasn't the case. Regardless of what the situation was Rocket Lawyer will be issuing you a refund for $199.75 as quickly as possible to show that we only have the best of intentions for our customers. Warmly, ***** ***** Final Consumer Response /* (2000, 11, 2013/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund of $199.75 received, thanks. Although this is half the amount I was charged over a year, I accept the resolution as an acceptable compromise. I suggest that Rocket Lawyer take a strong look at the ethics of its business model. Final Business Response /* (4000, 9, 2013/09/12) */ Dear *****, I understand why you wouldn't feel this was resolved until you heard from my Billing department. My records show that the following email was sent to you On September 11, 2013 at 12:10 PM Pacific Standard Time: Subject: Regarding Your Rocket Lawyer Refund Request Body: Hello *****, Thank you for contacting Rocket Lawyer support. Please be advised that we have processed a refund in the amount of $199.75 to the credit/debit card you used on Rocket Lawyer. Please allow up to 7 business days for the credit to post to your card by your financial institution. Additionally, your Rocket Lawyer account has been downgraded to the Free Membership level. If you wish to join a Legal Plan you are welcome to do so at any time you may do so by visiting our sign up page. If you have further billing concerns, please contact us directly at refunds@rocketlawyer.com Sincerely, ***** RocketLawyer Support Team ****** I truly hope this means that all parties are now satisfied. Sincerely, ***** ***** *****

9/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled (or downgraded as they call it), my trial account, well before the trial period ended per instructions. Still got billed. I cancelled (or downgraded as they call it) my trial account well before the trial period ended. This was done exactly per instructions and I received a confirmation. Yet, I still got billed.

Desired Settlement: I need a full refund for the amount of $39.95 since I upheld my end of the transaction. They offered a trial period which I accepted. The services did not work out for me so I cancelled within the stated trial period - exactly per posted instructions. Even after my confirmation, I still got charged for the amount listed above.

Business Response: Business' Initial Response /* (1000, 6, 2013/09/10) */ Dear ******, I'm very surprised that you have decided to bring this issue forward to this forum. When your account was started we clear stated that this would be a seven day trial period. The date your account was started was on August 28, 2013. When the account wasn't closed within the seven day period it did convert into the billable account as you are noting. You may review that policy here: ******_Our records indicate that you returned by yourself and downgraded the account on September 6, 2013. That was nine days after the account was started. Had you changed the account status on September 3, 2013 this would not have occurred. You could have done so at anytime by going to the website, emailing our offices before the trial ended, or calling our offices. It appears that you did not reach out to us until you closed your account on your own and sent us an email requesting a refund at 8:46 PM when our offices were closed. My records then indicate that a refund was issued to you on September 7th at 7:58 AM which was basically when our offices opened for the day. If you would like to check with your financial institution about the status of this refund your may call our offices for the transaction reference number. Hopefully you consider this situation resolved, but if you are wondering about any other details about this incident please don't hesitate to reach out to us. Warmly, ***** ***** ***** Consumer's Final Response /* (2000, 8, 2013/09/10) */ The company responded with the following: Account Name: ***** Amount to be refunded: $39.95 Date of refund: 9/7/2013 This case can be closed.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

4 Customer Reviews on Rocket Lawyer Incorporated
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart