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:01/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Rocketlawyer is predatory with there free-trail practices. I cancelled my services within the 7 days and still was billed for three months afterwards. After seeing I was still being billed I contacted the customer service number. The rep said, I see that you cancelled you subscription four minutes ago. I replied I cancelled on your website within the 7 days. I have been charged ****** for one form.

  

  Business Response

  Date: 01/12/2023

  Hello ******,

  We apologize for this situation. Our records indicate that, on 10/5/2022, card information was entered to start a 7-Day Free Trial for the Premium Monthly Plan. Before credit card information was entered, and the "Yes, start my free trial" button was clicked, the terms for starting the trial were listed below the button. For your reference, the text has been included here:
  
  
  You will be charged $0 today for the membership. If you decide that you no longer need access to our services, you may cancel during the trial and no additional fees will be charged. By clicking the "Yes, start my free trial" button above, you agree, after your 7-day trial ends, to be charged $39.99/month for a Rocket Lawyer Premium membership. Cancel any time on rocketlawyer.com or call us at **************.
  
  
  
  As a courtesy to you, we have issued a refund in the amount of $119.97 which will post to your account within 10 business days depending on the processing time of your financial institution.
  
  
  Since your Rocket Lawyer membership has been downgraded (cancelled) you will not be billed again.
  
  

  Customer Answer

  Date: 01/12/2023

  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:01/09/2023

  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 have never felt with this company and know nothing about them. However, yesterday I received a 1.00$ charge on my check card. I contacted the bank and had the card replaced. Then this morning they charged another one of my bank cards for 1.00$. So, ********** card cancled as well. There is no reason they should have either of my card numbers and I have never had contact with this company. Watch out for this company, total scam!

  

  Business Response

  Date: 01/09/2023

  Hello ******,

   

  One of our representatives has attempted to reach out by phone and email to get this resolved, we hope to hear back from you soon! 

• Initial Complaint

  Date:01/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  RocketLawyer triple billied my account each month dating back to April 2022. When I called, they assured me they would stop this practice of billing the same credit card, 3 times in a row to the same card holder name, account information and person. I finally requested to cancel the subscription but was told they would only refund 4 of the 27 invalid billis. They billed the below month/days dating back to April. I can provide credit card statements if needed. 12/20/2022 for $39.99 12/21/2022 for $39.99 12/21/2022 for $39.99 11/20/2022 for $39.99 11/21/2022 for $39.99 11/21/2022 for $39.99 10/20/2022 for $39.99 10/21/2022 for $39.99 10/21/2022 for $39.99 9/20/2022 for $39.99 9/21/2022 for $39.99 9/21/2022 for $39.99 8/20/2022 for $39.99 8/21/2022 for $39.99 8/21/2022 for $39.99 7/20/2022 for $39.99 7/21/2022 for $39.99 7/21/2022 for $39.99 6/20/2022 for $39.99 6/21/2022 for $39.99 6/21/2022 for $39.99 5/20/2022 for $39.99 5/21/2022 for $39.99 5/21/2022 for $39.99 4/20/2022 for $39.99 4/21/2022 for $39.99 4/21/2022 for $39.99

  

  Business Response

  Date: 01/05/2023

  Hello ********,

   

  We're sorry to hear about this matter! We explain at the time of sign up that as long as the membership is canceled within the Trial period, there is no billing whatsoever. Otherwise, it converts into the Premium Monthly Plan. A full refund for all 9 charges has been processed and the membership was already canceled to stop further billing. Please let us know if you have any questions or concerns by responding to the refund confirmation email. 

  Customer Answer

  Date: 01/06/2023

  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. They have agreed to refund the dual ********. 

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

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 found the site and some great templates through a typical internet search in February 2022. I wanted to be able to edit and download one of the templates and signed up for an account. I no longer recall the terms of the free account setup, and its not detailed in the one and only email I ever received from them (checked spam folders to confirm) - other than a brief comment about a free trial at the end of a rather lengthy email (took seven screenshots to capture the entire email that Im uploading, and a brief mention of a trial only appears in the sixth one) about the perks of signing up for a premium account (which still implies to me that I hadnt signed on for anything quite this expensive at a surprise $39 per month). The truth is the templates are good and if someone was actively using the service and the premium features, it would probably be a pretty good value. But I feel misled by the engagement, setup, limited information in my confirmation, and the fact that I only ever received that one email from the company in more than 10 months. Unfortunately that means before recently spotting the recurring charge on my card, I spent nearly $400 to explore the platforms capabilities on a document I never even put into use. As soon as I realized it this evening, I called and surprisingly reached a company representative at that time. He was helpful and offered to refund the most recent auto payment. I must have misunderstood the original arrangement but Id be grateful for the consideration of a more comprehensive refund. Id recommend to the company figuring out some more effective ways to market this good product to folks who will value it without resorting to techniques that leave customers feeling caught unaware.

  

  Business Response

  Date: 12/28/2022

  Hello ******,

   

  We greatly apologize for this situation at hand, but did want to provide an explanation as to why you were charged. Our records indicate that, on 2/10/2022, card information was entered to start a 7-Day Free Trial for the Premium Monthly Plan. The account was started under the email address, ***********************. Before credit card information was entered, and the "Yes, start my free trial" button was clicked, the terms for starting the trial were listed below the button. For your reference, I have included this text here:
  
  
  You will be charged $0 today for the membership. If you decide that you no longer need access to our services, you may cancel during the trial and no additional fees will be charged. By clicking the "Yes, start my free trial" button above, you agree, after your 7-day trial ends, to be charged $39.99/month for a Rocket Lawyer Premium membership. Cancel any time on rocketlawyer.com or call us at **************.
  
  
  The Terms that were agreed to at the time of sign up legally authorized us to bill your credit card monthly until the account was downgraded (closed).  You were notified monthly on your billing statement of Rocket Lawyer charges, but we do not show any request to downgrade either by website, chat, email or phone call prior to 12/27/2022.
  
  
  Unfortunately, pursuant to our terms and conditions this account is not eligible for a refund. As a courtesy to you, we have issued a refund in the amount of $399.90, which will post to your account within 10 business days depending on the processing time of your financial institution.
  
  
  Since your Rocket Lawyer membership has been downgraded (cancelled) you will not be billed again.
  

  Please respond to the refund confirmation email with any questions or concerns at this time.

  Customer Answer

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/04/2022

  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.

  On 04/28/2022, I was directed to the website of Rocket Lawyer while searching ****** for a tax form, and it asked me to fill in my credit information and charged me $5 for downloading the form. After that I didn't use any of their services and almost forgot the thing. I would never know they kept charging me ***** every month for 8 months if I didn't check my credit card history recently.I contacted their service center by email and they gave me one month refund, and told me it was because I joined their membership by clicking the "accept terms" before downloading, which costs ***** each month . This was totally ridiculous and it is definitely some kind of the fraud, because the term looks like a very common term used for downloading free software or free doc and the ***** monthly charge was not highlighted at all, In addition, since they started charging me I didn't receive any invoice for the charge and the records only exist in my credit card statement.

  

  Business Response

  Date: 12/05/2022

  Hello *******,

   

  We apologize for any confusion regarding our Trial. Our records indicate a Premium Trial for $5 was started as of 4/28/2022. We do explain at the time of signup that so long as the membership is canceled within the Trial period, there is no further billing. Otherwise, it will convert into the Premium Monthly Plan.

   

  We show the membership was downgraded/canceled and three charges were refunded, but as a courtesy a full refund has been provided. Please respond to the refund confirmation with any questions or concerns at this time. 

• Initial Complaint

  Date:11/19/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 free service once in May 2021 and I have only now just seen that they have been debiting my card ***** every month since July 2021.I did not agree to any of this, I put my details in once just to get a document.Even when I log in to my account you can see that it says I have a free membership.I would like a full refund of my 17 Payments of *****, this is nothing short of theft and I will be in touch with a solicitor if this is not handled ASAP.Please get back to me as soon as possible.

  

  Business Response

  Date: 11/30/2022

  Hello ******,

   

  We apologize for this matter. We do show 11 of the 17 charges were refunded previously, but as a courtesy for this situation the remaining 6 charges were refunded. Please allow **** business days for the refunds to process. The membership was already downgraded/cancelled, so you will not be billed further. Please let us know if you have further questions or concerns by responding to the refund confirmation. Thank you!

  Customer Answer

  Date: 12/01/2022

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

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 canceled subscription and they continue to take out money without permission. Cancelled it 7/25/22 I would like a refund of the money they falsely took in the amount of 159.

  

  Business Response

  Date: 11/10/2022

  Hi *****,

   

  We apologize for this matter, but we do not show any record of the membership being downgraded/canceled. As a courtesy, a full refund has been provided for $119.97 and the membership has been canceled to stop further billing. Please allow **** business days for the refunds to process and let us know if you have further questions or concerns by responding to the refund confirmation email.

  Customer Answer

  Date: 11/11/2022

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

• Initial Complaint

  Date:11/10/2022

  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 signed up for what they said was a free trial membership for rocket law in **************************** ********. As i was finishing it the price went from free to 5 dollars. So I used my master card to pay. Now 6 years later i find out that they have been charging my account ***** a month for 6 years. The master card was shut off years ago. But somehow they found another card to charge and started charging my **** card. This sounds like theft! I want these criminals shut down. I'm giving this to my attorney today. Once they have it they will want their money too. This is so upsurd! Biggest rip off ever. 6x12=72x*****. =******* stolen! By rocket law

  

  Business Response

  Date: 11/10/2022

  Hi *****,

   

  Our records indicate that you've had three different accounts with us under three different email addresses. The account under the email address you've provided hasn't been active since 2016, the other account hasn't been active since 2019, and the third account was downgraded/cancelled as of today. That account was started in a $5 Trial in June of this year. As explained during sign up, so long as the membership is canceled during the Trial period, there's no billing whatsoever, otherwise, it will convert into the Premium Monthly Plan. This account has not been active for the last 6 years, it was active for the last 5 months. As a courtesy, a refund for those 5 months was processed for $199.95. Please allow **** business days for the refunds to process and feel free to respond to the refund email with any questions or concerns. 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18384135
  
  I am rejecting this responce because i never initiated any account, certainly not 3 accounts.   Lol...is this a joke?  In fact,  i have cancled many debit cards trying to void fraud accounts like this and stop them from stealing from me.   But some how rocket lawyers keeps getting what they feel is thier money.   I have placed a stop payment on my account related all future rocket charges.   The more i investigate the more i am sure that Rocketlaw.com has been generating accounts in order to keep my account (an account that i never intentionally initiated) ,  active for 7 years.   And only byannually charging my account in order to remain unnoticed.  
  
  Rocketlaw.com victim
  
  ******************

• Initial Complaint

  Date:10/31/2022

  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.

  So it was previously looking for a lawyer with some quick advice and I stumbled across rocket lawyer seeing as they advertised a free trial as well as only $7 if it was to reoccur with no recollection of a $40 charge so I signed up, nowhere on this website does it tell you the actual amount you will be charged it states that it will be free and or $7 nowhere does it state it will be $40 to me this is misleading and false advertisement. Twisting your prices to create more clients is wrong and very close to being considered fraud. Due to the fact the price was never stated when entering my building information I will be reporting this to my bank as a fraudulent charge because I was never notified nor was I receiving an emails from rocket lawyer telling me that I would be charged there was no information given on the amount to me this is as crooked as a business can get dealing and legal information myself I would be reprimanded if I did this to someone else. I would like a full refund and I recommend no one do business with someone who would lie to their clients.

  

  Business Response

  Date: 11/10/2022

  Hey *****,

   

  We're very sorry to hear about this matter, but it looks like your membership was already downgraded/canceled and the charge was refunded on the same day. Let us know if you need further assistance by emailing ************************************************* or give us a call at ************ (M-F, 6am-6pm PT).

• Initial Complaint

  Date:10/18/2022

  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 already cancelled the subscription with Rocket Lawyer and do not even have any login credentials with their website, but I keep getting charged $39.99 every month. I'm filing this complaint simply to get them to stop charging me since the subscription has already been cancelled and I have no way of managing or "re-cancelling" any existing membership.

  

  Business Response

  Date: 10/20/2022

  Hi *********,

   

  We are sorry to hear about your matter, but we did locate your account under the email address provided.  There was only one charge, but it was refunded and the membership has been downgraded/cancelled as of today. Please let us know if you have any questions or concerns by responding to the refund email. Thank you!