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Rocket Lawyer
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BBB Accredited BusinessA Rated by BBB

Important information

Complaints

Customer Complaints Summary

  • 187 total complaints in the last 3 years.
  • 79 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:06/11/2025

    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 am filing this complaint against Rocket Lawyer for deceptive subscription practices and refusal to issue a fair refund.I initially signed up for Rocket Lawyers 7-day free trial, used the service briefly, and promptly attempted to cancel. Despite believing I had successfully cancelled, I was billed multiple times afterwardspecifically three separate charges totaling $179.91. I only intended to be billed once, if at all.When I contacted Rocket Lawyer via live chat, the agent (*******) acknowledged that the account had been cancelled and that I had not used the service since my initial activity. Despite this, they refused to refund the two extra charges, citing a 30-day policy buried in their Terms of Service.I explained that:I believed I cancelled during the trial.I never intended to enroll in an annual installment plan.I never used the service again after the initial signup.Rocket Lawyer offered to stop the final payment and confirmed that no future charges would occur, but they refused to refund the $119.94 overcharge for two months I did not use and did not knowingly authorize.I believe the website design and membership flow are intentionally confusing, making it appear that cancellation is complete when it is not. It is unacceptable to make it easy to sign up and nearly impossible to understand when and how to avoid recurring charges.

    Business Response

    Date: 06/12/2025

    Hello Eden,

    We're sorry to hear about this billing matter. As a courtesy, a refund has been issued. Please allow 7-10 business days for the refund to process. If you have any questions or concerns at this time, please respond to the refund confirmation.

  • Initial Complaint

    Date:06/09/2025

    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.
    This company withdrew from my account for 5 years $39.99 each month without my consent.I have no idea who they are nor I had anything to do with them.The total amount is &2.500.00 They refund me almost $450.They refused to refund the rest of the money.

    Business Response

    Date: 06/10/2025

    Hello Zenepe,

    Thank you for reaching out. We truly appreciate you being a customer and understand your concerns.

    Wed like to take a moment to clarify the terms of our Free Trial, which were agreed to upon sign-up. As outlined at that time, starting a Free Trial requires entering valid credit or debit card information; there is no billing whatsoever as long as the membership is canceled before the trial ends. If not canceled, the account automatically transitions into a paid membership, as stated in the terms and during the registration process.

    We have already processed refunds covering 12 months of charges, which we believe to be a fair and reasonable resolution under these circumstances. At this time, we will not be issuing additional refunds beyond what has already been provided.

    We truly value your understanding and hope this explanation brings clarity. If you have any other questions or need assistance with your account, were here to help.

  • Initial Complaint

    Date:06/08/2025

    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 engaged Rocket Lawyer to file three trademark applications for my company's brand name and logo on August 29, 2024. I also pay an annual membership fee for ongoing services. On March 7, 2025, I received the first ***** Office Action requiring a response within the statutory deadline.While the initial engagement letter covered only the filing, I immediately contacted them to engage their services for the response and was willing to pay additional fees. Despite multiple attempts to contact Rocket Lawyer, they completely failed to respond or acknowledge my requests. I emailed the assigned attorney with no response, forwarded emails to their trademark department with no response, called their main number multiple times and left voicemails as instructed but never received callbacks. I continued follow-up communications over several months.They never informed me they would not handle the response or provide any guidance about next steps. The June 7, 2025 deadline to respond to the ***** has now passed due to their complete non-responsiveness. This has resulted in:- Abandonment of trademark applications requiring complete re-filing - Loss of original filing date and priority - ******************** burden due to substantially increased ***** filing fees since the original filing - Requirement to restart the entire trademark process from the beginning I seek full refund of fees paid for their trademark services, refund of initial USPTO fees, compensation for new ***** fees, and additional attorney fees to re-file applications. Their failure to even respond to a paying member seeking additional services is unacceptable.

    Business Response

    Date: 06/10/2025

    Hello *******,

    We're very sorry to hear about this trademarking matter. Our trademark team will be in touch with you within the next 48 hours to get this resolved.

  • Initial Complaint

    Date:06/07/2025

    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.
    continuing charges after cancelation of service

    Business Response

    Date: 06/10/2025

    Hello ******,

    We are sorry to hear about this billing matter. One of our representatives has reached out to you to get this matter resolved. If you still need assistance, please respond to the refund confirmation email that was sent or feel free to give us a call at ************ (M-F, 6am-6pm PT).

  • Initial Complaint

    Date:05/27/2025

    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.
    I did a free trial with Rocket Lawyer and then cancelled it right away. I have been charged for 2 months now at $59.97 a month for something that I have not used since the day I did the free trial. I called them about a refund and they tell me that my free trial ended on March 12 and can only get a refund 30 from that date. So they are telling me that I can not get a refund on a payment taken 2 months after the free trial date.. So now I have paid $120.00 for services that were suppose to be cancelled that I did not use because they were supposed to be cancelled.

    Business Response

    Date: 05/27/2025

    Hi there *****,

    We're sorry to hear about this billing matter! Our records indicate that one $59.97 charge was previously refunded and your membership has been canceled. 

    As a courtesy, the two remaining charges have also been refunded, bringing the total refunded amount to $179.70. Please allow 7-10 business days for the refunds to process. If you have any questions or concerns at this time, please respond to the refund confirmation email.

  • Initial Complaint

    Date:05/24/2025

    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.
    In July 2024 I hired rocket lawyer to file a trademark for my business. I was assigned a lawyer and he up sold me to also file the Trademark for my logo and slogan.Two months ago I received notices from the *****, and have been trying to contact my lawyer, and rocket lawyer ever since. I've tried chat, email, and phone, and have not gotten a single reply from the trademark division. Two days ago, I received a notice of abandonment from the *****. Meaning, no one ever replied to them on my behalf. I again called rocket lawyer and was told I need to leave a message with the trademark division. Again, I have yet to hear back from anybody. Now I'm out all my money, almost a years time, and my trademarks need to be re filed.

    Business Response

    Date: 05/27/2025

    Hi *******, 

    We are sincerely sorry to hear about your trademarking experience with us. One of our trademark specialists will be reaching out to you within the next business day, but if you need further assistance please reach out to us here or by email at *****************************************************************. 

    Customer Answer

    Date: 05/31/2025

     
    Complaint: 23373549

    I am rejecting this response because: it's been 3 days since your response. I've called and left a message yet again. No one has reached out to me via email or phone.

    Sincerely,

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

    Business Response

    Date: 06/04/2025

    Hello *******,

    We're so sorry for this. We have escalated this matter further and are awaiting a response here in customer service. 

  • Initial Complaint

    Date:05/21/2025

    Type:Billing 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.
    Rocket Lawyer was hired to for a *** for my business. I picked out 4 names for the company, and was told the trademark lawyer had to review the names to make sure they were available before the *** was formed, and that the trademark lawyer, and the lawyers filing the *** would coordinate the names. Instead of waiting for the trademark lawyer they just went ahead a filed the *** with one of the names on my list. Well the name they formed the *** with was already taken. So I can't trademark the name, and the logo I have trademarked doesn't match the name of my company. I can't file taxes or open a bank account with my business name. I've been trying to get Rocket Lawyer to fix thier error for 9 months now, and I can't get a response from anyone at the company. So now I've had to file an extension on my taxes, and have to hire another lawyer and pay again to have thier error fixed.

    Business Response

    Date: 05/21/2025

    Hello *****,

    We're sincerely sorry to hear about your LLC/trademarking matter. We have contacted our ************************ to have them assist you with getting this resolved and they will be in touch with you in the next business day. 

  • Initial Complaint

    Date:05/18/2025

    Type:Billing 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 signed up for the free trial and cancelled within a couple days. The platform just wasnt what I was searching for and had no need for the services. My card info was taken before I could even have access to the trial. Ive been billed 4 months consecutively but every time I cancel it says I am already on the free version and will not let me cancel. Its about $250 that had been deducted from my account and am not able to solve the reoccurring issue. I have no use for the services offered and had no idea I was even being charged after I cancelled 4 months ago

    Business Response

    Date: 05/19/2025

    Hi ******,

    We're very sorry to hear about your billing matter. As a courtesy, a full refund has been issued, but please allow 7-10 business days for the refunds to process. Additionally, your membership was canceled to stop further billing. Please respond to the refund/cancelation email with any questions or concerns.

  • Initial Complaint

    Date:05/10/2025

    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.
    I am submitting this formal complaint on behalf of ************************* (***) against Rocket Lawyer regarding a paid trademark service that was grossly mishandled and has resulted in significant loss and inconvenience for our organization.On November 16, 2023, *** purchased a trademark registration service from Rocket Lawyer. After following their instructions and waiting the appropriate processing time, we were asked to submit an additional payment in January 2025, which we did promptly. Despite complying with all requirements and deadlines, we were later notified by the ***************************************** (*****) that our application had been marked abandoned.During the course of this process, I made numerous efforts to contact Rocket Lawyer. I sent 12 separate emails and made several additional phone calls to the provided contact information. None of these communications were ever acknowledged or returned. I placed multiple phone calls and sent several emails seeking updates and guidance, especially after learning about the abandonment notice. Unfortunately, these attempts were met with no response.The only reply we received was from an individual named ***** ******, who acknowledged our concerns but redirected us to Rocket Lawyers main customer service email ********************************* and phone number *************). Following his suggestion, I attempted to contact the again. None of these communications were ever acknowledged or returned.This lack of response and apparent negligence on Rocket Lawyer's part directly led to the abandonment of our trademark application, despite our organization having taken all necessary actions in good faith.We are requesting the BBB to assist in resolving this matter, including seeking either a full refund of the fees paid and/or restoration of our trademark filing at no further cost to ***. We also request that Rocket Lawyer be held accountable for their lack of communication and unprofessional conduct.

    Business Response

    Date: 05/12/2025

    Hello ******,

    We're sorry to hear about your trademarking matter. One of our representatives is reaching out to you to get this resolved, please follow up with them with further questions or concerns.

    Customer Answer

    Date: 05/13/2025

    Better Business Bureau:

    I have reviewed the response and received an email made by the business in reference to complaint ID ********, and find that the efforts to resolve this satisfactory. 

    Sincerely,

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

  • Initial Complaint

    Date:05/07/2025

    Type:Billing 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.
    I have years worth of charges from Rocket Lawyer and I never had an account. I have called before and asked to fix the situation which they said they did but the charges have continued. I was getting $39.99 monthly charges but recently has switched to $111 charges. There has been $1200 on charges for a service I never received or signed up for.

    Business Response

    Date: 05/07/2025

    Hello *****,

    We're sincerely sorry to hear about this situation. It looks like one of our representatives has been able to resolve this matter with you. If you have any questions or concerns at this time, please call or email the representative that has assisted you. Thank you.

    Customer Answer

    Date: 05/07/2025

    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.

    Rocket Lawyer was swift, kind, and determined to fix an issue that was not their doing.  We were both victims of fraud yet they made sure I was taken care of.  I couldnt have been more pleased by their response!  

    Sincerely,

    ***** Pail

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