Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I simply want to cancel account; they have reinstated it and give me a run-around when attempting to call to cancel. Now they cannot find my e-mail address (which has not changed in over 25 years!)

  

  Business Response

  Date: 27/03/2025

  Hi Dr. ***************** you for bringing this up to our attention.

  Upon further investigation, we can find an account ********************* with the similar cardholder's name and email domain, and that is associated with an active LawDepot subscription.
  Please confirm if we can proceed with cancellation and we will review the refund request for you.

  Regards,
  ***** ****
  Customer Support Manager

  Customer Answer

  Date: 28/03/2025

  CANCEL THE ACCOUNT!  THIS IS NOT MY FIRST ATTEMTP TO CANCEL!!!  AND I EXPECT A REFUND SINCE YOU ARE DRAGGING YOUR FEET TO CANCEL!

  Customer Answer

  Date: 28/03/2025

   
  Complaint: 23092081
  
  I am rejecting this response because there is no response!
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 01/04/2025

  i told them to cancel the account.  Like I said, this is their method of dragging feet and I'm %$#%& tired of it!

  See this from last time:  CANCEL THE ACCOUNT!  THIS IS NOT MY FIRST ATTEMTP TO CANCEL!!!  AND I EXPECT A REFUND SINCE YOU ARE DRAGGING YOUR FEET TO CANCEL!

  

  Business Response

  Date: 02/04/2025

  Hi Dr. ***************** you for your reply and additional information.

  I wanted to clarify that the email you provided over the phone to our agent were different than the one on file.

  This is the reason of why we were not able to search the correct account for you as you signed up for an account using a different email address (*******************************).

  As you requested, your subscription has been canceled, and you will no longer be billed. We have sent a confirmation email to *******************************.

  As goodwill gesture, I have provided a one-month refund of $49.0000 USD and it will be processed to your Credit Card within 5 business days.  
  Please check the same email within 24 hours for confirmation.
  
  Thank you for visiting LawDepot.
  
  Regards,
  
  Cally
  Customer Support Manager

• Initial Complaint

  Date:31/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted the company with an inquiry about charges that were not accurate. January **, 2025 at **** p.m. Spoke to an agent (*****) who began a very hostile engagement that clearly was a part of her practice. The agent was condescending, rude and hostile toward me. At issue was unlawful charges. Charges that continued beyond the cancellation of the plan. I attempted to inquire about the charge and was met with huge assumptions about my actions. She didn't attempt to hear my inquiry. Her assumptions were cookie cutter responses to questions that clearly have been asked hundreds of times by other surprised and unsuspecting consumers. This company seems to mishandle requests for cancellations and continues to add charges at will. The attitude of this agent points to a pattern of behavior that the company indulges in without consequence. How are they rated A+???????

  

  Business Response

  Date: 31/01/2025

  Dear ******,

  Thank you for reaching out and for bringing this to our attention. Im sorry to hear that your experience did not meet your expectations. It looks like there may have been some miscommunication, and Id like to clarify the situation for you.

  I understand that you previously had free library access to LawDepot. Upon reviewing your subscription records, your library access was canceled on July *, 2022, which you can also verify on your My Subscriptions page. Since then, access to your account and documents require a normal LawDepot subscription or license.
  On December **, 2024, you signed up for a trial by entering payment information, which then renewed into a monthly subscription as no cancellation was made within the trial period. Your subscription was ultimately canceled on January **, 2025, before you contacted our support team.

  I sincerely apologize if our agent did not fully explain the status of your library access. I understand the frustration caused by these charges, and as a goodwill gesture, I have issued a one-month courtesy refund of $***** USD for you. The refund will be processed to your credit card within * business days. Your subscription has been canceled, and you will not be billed in the future. Please check your email within ** hours for confirmation.

  If you wish to continue using free library access, please reach out to your library to have them reactivate your account. In the future, if you believe you are signing up for a free library account but encounter a payment page, I recommend checking your subscription status first and consulting your library for further assistance.

  
  I appreciate your understanding, and I apologize for any inconvenience this has caused. Please let me know if theres anything else I can assist you with.

  Regards,

  ***** ****
  Customer Support Manager

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a week long trial subscription, I called a personally spoke to an employee @ the same number provided on website & cancelled my subscription, they for two months now have kept charging me ***** a month, I called and spoke with a manager and they told me to bad , that they are and can continue to charge me and they would not refund my money, please help

  

  Business Response

  Date: 02/01/2025

  Hi ******,

  Thank you for bringing this to my attention.

  I look into your account *******************************, there was only one charge to your MasterCard ending **** on Nov *, 2024. Since there was no cancellation on file within the trial period, it was renewed to a monthly subscription. 
  
  Your subscription was cancelled automatically on Dec *, 2024, due to payment failure. There is no charge in your account ******************************* after the cancellation. Unfortunately, we cannot provide a refund base on our Terms of Use. (*********************************************)

  If you want to remove your payment information on our site, you can follow the steps below:

  1. Sign in to your account.
  2. Hover over your email address located at the top right-hand side of the page.
  3. Click on "My Account" from the dropdown menu.
  4. Navigate to the "Account Settings" tab.
  5. Look for the Payment Methods option and click Update Card.
  6. Click on Remove Card.
  
  If you have any further questions, please don't hesitate to let us know.
  
  Regards,
  
  *****
  Customer Support Manager

• Initial Complaint

  Date:30/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September *, I was looking for a document to fill out to give to my doctor for my end of life choices and I found law depot saying that they had free documents you had to sign up for an account to get the free document I signed up and then Made the document and then canceled then in order to print I had to re-log into my account, which apparently started on the account again and they then continued to charge me $** a month until I happen to catch it on my November statement so they charge me September October, November and possibly December. Im not sure yet seeing that this happened. I asked the company for a refund and they proceeded to tell me that they were not going to give me a refund for the other months, but would give me one month refund because I had not canceled my Account well the reason I went back on there is because I wrote a review about how bad the process was and they contacted me and asked me to change my review I did and then they proceeded to take the money from me and now are taunting me saying I shouldve seen this every month on my account the only thing That highlighted this was the fact that I saw it had an international transaction charge and because debit card transactions are extremely difficult to identify by the small identifier given by my bank. I missed this on the account. I will provide any of the customer service response responses to you that youre interested in, but I have asked them a number of times to please return this money.

  

  Business Response

  Date: 02/01/2025

  Hi *****,

  Thank you for contacting us and sharing your feedback. I understand how concerning this situation must be, and I appreciate the opportunity to clarify.

  
  On September *, we received and processed the cancellation of your first trial subscription at **** PM ET, and a confirmation email was sent to you. As noted on our website, an active subscription is required to print documents. After you reactivated your trial subscription at **** PM ET to print, there was no additional cancellation received within the trial period, and the subscription transitioned into a monthly plan.

  
  Please note that our charges are based on subscriptions rather than usage. According to our Terms of Use, LawDepot is not obligated to issue refunds for free trials that have properly converted to paid product access. However, as a goodwill gesture, we provided you with a one-month courtesy refund. We will not be able to provide additional refunds to you at this time.

  
  Regarding the international transaction charge you mentioned, LawDepot does not apply such charges for users within *****************. If you can provide a screenshot of the transaction showing the additional fee, I would be happy to investigate this further.
  If you have any further questions or concerns, please feel free to contact us.
  
  Regards,

  *****
  Customer Support Manager

• Initial Complaint

  Date:02/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These law depot has been ******** money from my checking account. I have no idea how they received my cc info. There taking money without any consent to do so. Law depot I'd a group of theives.please help me

  

  Business Response

  Date: 02/12/2024

  Hi *****, 

  Thank you for bringing this to my attention.
  Upon reviewing your account, I can confirm that your email address, ************************ is associated with an active 1-Year Pro subscription with LawDepot. Your subscription started on September **, 2022, and you have accessed multiple estate documents. Please note that your subscription has been automatically renewed on a yearly basis.
  If you would like to cancel your subscription, please let me know, and I'll be happy to assist you with the process. If you want to manage your documents and subscription, you can log in to your account at **********************************************.

  Let me know if you need further assistance.

  Regards,

  ***** ****
  Customer Support Manager

• Initial Complaint

  Date:14/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to cancel subscription. Lady on phone says no account information was put in but am remembering putting my credit card in. Putting in a complaint because gray button is grayed out and people cant cancel, it says no credit information is on file but just in case they bill me after recorded the lady requesting cancelation, because i see from other sites they have figured i would leave a review. Please cancel my account. Today makes day 5. I started on the 9th so am within my 7 day cancelation free trial period.

  

  Business Response

  Date: 15/11/2024

  Dear ******,

  Thank you for reaching out to us.
  After reviewing our records, we were unable to locate any subscription associated with the email address ************************ If you believe you signed up and subscribed to a trial, please provide the order number for further investigation. You can find this information in the order confirmation email we sent to your registered email address.
  If you are able to log in to your LawDepot account, you can manage your subscription under the "My Account" section. There, you should be able to cancel your active subscription, even if the cancel button appears in grey.
  Please dont hesitate to contact us if you need further assistance.

  
  Best regards,
  Cally 
  Customer Support Manager

• Initial Complaint

  Date:31/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Opened a free trial account on ** August. Provided credit card as required. Opened a document and found it would not work that same day.Immediately went to website and hit button to cancel. * days later was charged $**USD. I note website says $** and company is Canadian! Repeated in September when credit card bill received. Charged again in September and October. Total $****** Spoke to a person at the phone number on the website who said they "could not refund and transaction older than * days". They did acknowledge the account was not used after the day it was created.Want $$ refunded

  

  Business Response

  Date: 31/10/2024

  Hi ****,

  Thank you for reaching out. I understand that the recent charge may be confusing, and I want to help clarify it for you.

  
  All pricing information, including the subscription renewal terms, is displayed on our license selection and checkout pages. Additionally, we sent a trial confirmation email when you signed up, which included the trial end date, renewal pricing, and other relevant details. We understand you did not intend to renew the subscription, and we didnt receive a cancellation request on file until we received your call today. Our representative has now canceled the subscription, and you will not be billed further for this account.

  
  In accordance with our refund policy, LawDepot does not provide refunds for free trials that automatically convert to paid access if not canceled. Our subscription charges are based on the term rather than on account usage, so charges continue until a cancellation is made.

  For further details, please refer to our Terms and Conditions (*********************************************).

  
  Thank you for your understanding.

  Regards,

  *****
  Customer Support Manager

  Customer Answer

  Date: 04/11/2024

  Signed up for free trail.  Cancelled using the Law Depot website the same day.  ********* agreed I never accessed the account after the first day.

   

  Customer Answer

  Date: 04/11/2024

  I cannot open the business response.

  Customer Answer

  Date: 04/11/2024

  Complaint: ********I am rejecting this response because:

  Same reply I got.  The issue is the same as reported by many on social media and bulletin boards.  I cancelled the trial the same day on their website by touching the cancel button.  They conveniently seem to not acknowledge receipt of cancellations and continue to write bills.Sadly the website (in ******) shows monthly charges at $**/month or about $**USD.  No response to billing at a higher amount ($**USD).  Am sure you agree I have proven that difference and the merchant ignored that part of the complaint.This company certainly does not want or care about customer relations.My US address is below.  ** address in W ****** if you require.**** ********* **************************************************;****** ***************** Sincerely,W **** *********

  

  Business Response

  Date: 04/11/2024

  Hi ****,

  Thank you for your reply. I understand your concern regarding the differences in subscription charges across countries, and Id like to clarify how our licensing works.

  
  Your license is valid for the country of the document selected at the time of purchase. If you purchased a license through our US website, it grants access specifically to US-based documents and resources. For this reason, the charges associated with your subscription will reflect US pricing. Similarly, if you need access to Canadian documents, a separate license through our Canadian website would be required. Each license grants access solely to the documents on the site where it was purchased, and pricing may vary by region and currency.

  
  According to our records, we do not show a cancellation on file within your trial period. If the cancellation had been successfully completed, you would have received a confirmation email from our system. If you have a copy of this confirmation, please feel free to share it, as it will be very helpful for us to investigate further.

  
  For more detailed information on our subscription policies, please refer to our Terms of Use here: *********************************************
  Thank you again for your understanding.

  Regards,

  ***** ****
  Customer Support Manager

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this site to help a neighbor with a legal form and it said it was free and I needed to cancel within * days. I cancelled the next day yet I was still charged and it overdrafted m account.

  

  Business Response

  Date: 02/10/2024

  Hello *****,

  Thank you for your email.

  After checking our records, we are unable to find an account for this email address ****************************** To assist you further, please provide one of the following:
  
  - Email address associated with this account
  - Order number starting with LWS
  - First and last four digits of the credit card used for the purchase, name on the card and the date of purchase.
  
  Once we receive the information, we will promptly assist you.
  
  Regards,
  
  *****
  Customer Support Manager

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,This was a service that I never used I did not open this account. Yet, I was charged * times and when I reached out to the company about it they would not do anything. I was greatly discouraged and did think to dispute even some of the charges because I knew it was after the allotted time that my credit card company gives me; and half of the charges could not be disputed for that reason. I really feel that this is an unethical situation and any help you can provide to make it right would be greatly appreciated. Sincerely,******

  

  Business Response

  Date: 13/09/2024

  Hello ******, 
  
  

  Thank you for taking the time to reach out to **, we are always looking to improve our services. 

  Our records show that a **day Free Trial Subscription applied to your account on May **, 2023. As stated on the website, it renews to a monthly subscription if a cancellation is not completed before the end of the * days.
  
  The last recorded charge was on January **, 2024, a refund cannot be considered because our payment processor does not allow us to process refunds that far back. We apologize but we cannot refund any charges at this time. 
  
  Your subscription was cancelled on February *, 2024, and there were no further charges. Please check your emails for confirmation.
  
  Regards,
  
  *****
  Customer Support

• Initial Complaint

  Date:23/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a subscription that locked me out and cannot sign in. I wanted to cancel but they cannot find my account. I can't reach them by phone nor can I cancel because I cannot log into the account.I want a refund for not being able to use, it's been about * weeks now.

  

  Business Response

  Date: 24/07/2024

  Hi *****,

  We sincerely apologize for the disruption in our site and services.

  We are processing a full refund for all affected users now. If you paid by credit card, please expect the refund will be processed to your card in * * * business days.
  If you paid by PayPal, please provide your PayPal account for our processing.
  
  We greatly appreciate your patience and understanding during this time.
  
  Regards,
  
  *****
  Customer Support Manager