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Business Profile

Divorce Mediation Services

3Stepdivorce

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Divorce Mediation Services.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.

     
    Complaint: 23441163

    I am rejecting this response because:

     

    3 step divorce submitted a docket number with the court before getting paperwork from us which took over a year to complete whenever something was requested it was sent back immediately as we are both trying to end this process as soon as possible 

    Sincerely,

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

    Business Response

    Date: 06/10/2025

    Thank you for your contact.  Based on the case timeline that we have, the final packet was sent to the court on 2/25/25. **** tracking reports that the packet was delivered. You will need to reach out to the court to get the status of your divorce

    Your case took a significant amount of time due to how many special packets were needed and incomplete paperwork that was returned in the process.

    A refund will not be issued at this time.  Please note our refund policy, available at ******************************************************, states the following:
    "    it is your responsibility to ensure that your documents are completed accurately and filed in a timely manner to prevent court rejections or complications due to incorrect or outdated information, or missed court deadlines. We will not provide any refunds if you do not meet these responsibilities, or if your documents are rejected by the court for being incomplete, inaccurate, or not filed on time."

    Please provide any additional information after contacting the court for your divorce status and provide any documentation.

    Regards,

    *****
    Customer Support

    Business Response

    Date: 06/11/2025

    Thank you for contacting us.  We completed the filing as mentioned in our prior response.  Due to the completion and final submission to the court, no refund will be issued.

    Please follow up with the court directly to determine the status of the final paperwork submitted.

    Sincerely,

    *****
    Customer Support

    Customer Answer

    Date: 06/11/2025

     
    Complaint: 23441163

    I am rejecting this response because: the docket number was filed with the court a year ago, before receiving any signed paperwork from us. hence the court dismissed the case because not all paperwork was submitted  in over a year. how are you going to file for a docket number before receiving all the signed paperwork. that is absurd.  

    Sincerely,

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

  • Initial Complaint

    Date:04/08/2025

    Type:Product Issues
    Status:
    Resolved
    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.

     
    Complaint: 23175922

    I am rejecting this response because: I have attached the populated forms from 3step divorce I paid money to complete and the forms I filled out myself for free from Texas Law Help. The 3 stepdivorce forms were rejected and the others were approved. 

    I first reached out to the 3step divorce team seeking a refund on February 19, 2025, regarding the rejection and since I filed pro se, my communication with the courts was limited. I provided what was availbale from the courts. The support was minimal. I simply want a refund since I had to complete forms on my own.

    I have attached the rejected 3step divorce forms and the final approved forms I filled out. 

    Sincerely,

    ****** *****

    Business Response

    Date: 04/08/2025

    Thank you for your inquiry.  We reviewed your request, but we can't issue a refund at this time. The documents (Docket Sheet only) you provided don't clarify if there's an issue with our forms or if it was related to how they were filled out. Without specific information about the court's rejection, we're unable to process a refund. Per our terms and conditions at ****************************************************** "Refunds shall only be granted when notification is provided to us through one of the contact methods above within 30 days from the date of receiving rejection. Verification of any denial of acceptance or a rejection notice from the court may be requested."  

    Please provide support documentation specific to the Rejection.  Until that is provided we're unable to process a refund.

    Thank you,

    ***** ******
    Customer Support

    Business Response

    Date: 04/11/2025

    Thank you for contacting us again, and for providing additional documentation about your divorce case.

    A credit and refund will be issued to you/your account based on the follow up.

    Thank you for the opportunity to resolve this matter.

    Regards,

    ***** ******
    Customer Support

    Customer Answer

    Date: 04/12/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:03/31/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

    Business Response

    Date: 03/31/2025

    Thank you for submitting your inquiry to the BBB. 

    The information you provided as the "Order Number" is the "Case Number" of the court.  Can you please provide the date and order information for your divorce services, as well as the email address used to place this order so we can research your issue and determine next steps?

    Thank you,

    ***** ******
    Customer Support

  • Initial Complaint

    Date:01/23/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* *********no longer there. They have obviously revoked my access to their website, so I am unable to revise, download, or view anything on my account. I have sent them an email again regarding the threat to cancel, but now addressing where they have already deleted my account. How convenient after paying the four payments of $168 for their upgraded service and then to have them take the money without providing the services paid for. I have only received the papers to sign but haven't returned them yet to have them filed with the courts. The timer doesn't start until the papers have been returned and filed with the court. This is extremely upsetting, as divorce is stressful on its own, on top of everything else. The last thing I need is for a company that I have paid to display bad business practices.

    Business Response

    Date: 02/07/2025

    Thank you for your submission.  We apologize we did not meet your expectations.  A refund for the Filing Portion of your services has been issued in the amount of $336 and will be sent by check.  You will continue to have access to our portal and use our forms for filing on your own.

    Please let us know if you need further assistance.

    Regards,

    ***** ******
    Director, Customer Support

  • Initial Complaint

    Date:01/21/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ******was being prioritized. Then, radio ********** November 2024, I finally received a package, expecting good news. Instead, I was shocked to find my personal check returned, as the court does not accept personal checksthe same payment method this company told me to use! Their misguidance and negligence caused even more delays and personal/legal stress.I demand:- A full refund of $499 for their failure to complete the service.- The immediate return of all my signed documents so I can file elsewhere.This companys incompetence turned a simple divorce process into a year-long disaster, wasting my time and causing unnecessary hardship. I deeply regret trusting them.

    Business Response

    Date: 01/27/2025

    Thank you for your email and we apologize for your experience.

    A refund has been issued and your signed paperwork is being returned.

    Please contact us again if you need further assistance.

    Regards,

    ***** ******
    Customer Support

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Answered
    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 the 3 Step Divorce package and the filing assistant back in July 2023. It took me some time to complete the documents as my spouse was not cooperative like he originally said he would be. Earlier this year. I got an email from 3 Step Divorce saying that I had 30 days to complete my papers. However, on the website it says that you can answer the questions at your own pace, it does not say that theres a time limit. They have since revoked my access to their website so I am unable to complete the papers. I have tried to contact them numerous times via email and have not gotten any responses back. The 888 number they have published only contains a recording instructing you to send an email to them. No one actually answers the phone.

    Business Response

    Date: 12/13/2024

    Thank you for contacting us.  A refund has been issued and the message below was sent on 12/11/2024:

    Dear **** *******,

    Thank you for reaching out to us and sharing your concerns. I understand your frustration with the situation and apologize for the confusion regarding your account and communication. 

    After reviewing your account, we have issued a refund ($299) for the filing portion of your 3 Step Divorce purchase. You can now proceed with completing the necessary forms on your own through our portal. We have provided detailed instructions in the portal to guide you through the filing process.

    To access your forms and follow the filing steps, please log into your account and refer to the instructions provided. If you need any assistance, we are here to help, and you can reach us via email for support.

    We hope this resolution helps you move forward with your divorce process. If you have any other questions or need further assistance, dont hesitate to contact us.

    Best Regards,
    Patricia 
    Customer Support Team Lead 

     

    Please contact us with any further questions.

  • Initial Complaint

    Date:11/04/2024

    Type:Product Issues
    Status:
    Answered
    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.
    The divorce process was started in November 2023. I received an email in November 2023 indicating the need for follow up by signing paperwork, then a confirmation email indicating they received my signed paperwork. In May 2024, I received an email stating the need for "next steps" that were not listed in the email. The email indicated the case would close if the "next steps" were incomplete. Again, "next steps" were not detailed and how to follow up was not in the email. I emailed requesting information in November 2024, and was told the case closed. All email correspondence is attached. I do not have a case number or account number since I can no longer login to their website. I requested proof that I signed something indicating they could close the case at any time, there is no such paperwork.

    Business Response

    Date: 11/05/2024

    Thank you for contacting us regarding your Divorce Services.  The initial document signed in November 2023 was the "Authorization to File", and not divorce paperwork.  Per the terms and conditions you agreed to (linked in the Authorization to File) it was your responsibility to complete and submit paperwork, which was not done.

    As previously explained, your lack of response to our contacts from November 2023 through May 2024 resulted in the closure of your case and a refund is not warranted.

    Please refer to our terms at the following for additional detail:
    *************************************************************
    *************************************************************

    Regards,

    ***** ******
    Sr. Director, Customer Support

  • Initial Complaint

    Date:10/29/2024

    Type:Product Issues
    Status:
    Resolved
    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.

     
    Complaint: 22485540

    I am rejecting this response because: 

    Hello,

    I currently have an active claim ID ********.

    The company responded to an email to me privately asking me to send the rejection letter which I did yesterday. I have yet to get a response from them there. I dont see an option to respond to them via the chain we have going in the claim, so I was hoping you could forward this letter if needed to prompt them to disperse the refund.

    Sincerely,

    ****** *****

    I have emailed twice asking for a refund and I guarantee they will not respond to me. I have been living a personal h*** for 13 months longer than I needed to because of these scam artists.

    Business Response

    Date: 10/29/2024

    Thank you for contacting us and we apologize for your frustration.

    Our support team has responded to your inquiry today and a refund can be issued once documentation of the Court Rejection is received by us to validate.

    Again, we apologize for your dissatisfaction with the experience with our service.

    Sincerely,
    *****
    Customer Support

    Business Response

    Date: 11/07/2024

    Dear ******,

    Your refund was confirmed on November 4, 2024 by email.  You have been refunded in the amount of $672.

    Regards,

    ***** ******
    Customer Support

    Customer Answer

    Date: 11/07/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:08/28/2024

    Type:Product Issues
    Status:
    Answered
    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 hired 3stepdivorce to assist with completing and submitting my divorce paperwork to the court. After receiving all of my payments including the court fine. They've been almost impossible to get a hold of. And when they do respond they say they're taking it up with their filing team everytime. It's been over a year. And the last email I received was in June of 2024. I've already requested my money back with them since they've failed to perform the service they offered. Now its almost impossible to get a reply.

    Business Response

    Date: 08/30/2024

    Thank you for your feedback.  We apologize for the inconvenience we may have caused, due to that we will be refunding you in full for the the services you paid for.  You will recieve a confirmation once processed.

    Customer Support

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