Complaints

This profile includes complaints for HitchSwitch, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HitchSwitch, LLC

  112 W 34th St Fl 18 New York, NY 10120-0001

• 

  HitchSwitch, LLC

  2001 Route 46 Ste 301 Parsippany, NJ 07054-1315

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:04/10/2025

  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.

  4/06/24 I paid for a simple $60 (*****) package. I wanted to avoid at all costs going to the *** AGAIN (I had already done so for a name change, they approved my license and lost it in the mail. Couldn't reorder another one, would have to go back in person) AND to avoid going to the SS office. I have NO childcare and a litany of autoimmune issues. They NEVER disclosed that I wouldn't be able to mail in my SS name change form if I was married over two years ago prior to the sale and they NEVER disclosed which (if ANY) states wouldn't allow mail in *** name changes. They've saved me NO time, and I can't believe I fell for this nonsense. I'm right back where I started, no family to watch my youngest, dealing with RA/Lupus/Hashimotos daily symptoms and now I have to drag my kid down to these two places anyway. They're running a printing business of free forms and charging people. It's more than misleading, it's criminal and this place must be stopped.

  Business Response

  Date: 04/10/2025

  Dear Better Business Bureau,
  
  Thank you for forwarding the complaint filed by ******* ***** regarding her purchase from HitchSwitch on April 6, 2024. We have thoroughly reviewed *** ******* allegations and wish to provide the following comprehensive response, which demonstrates the unfounded nature of her claims.
  
  Regarding Customer Claim 1: Concerns about *** and *** Interactions
  
  *** ******* complaint regarding her desire to avoid the Department of Motor Vehicles (***) and the ****************************** (***) reflects a fundamental misunderstanding of the scope and nature of HitchSwitch's services. HitchSwitch provides a service designed to streamline the name change process by offering accurate, prepared forms and clear, step-by-step instructions. It is crucial to understand that HitchSwitch does not act as an agent for, nor does it directly interact with or process applications through, the *** or the **** This clear limitation of our service is explicitly and conspicuously disclosed to all potential customers within our website's Frequently Asked Questions (FAQs), which are readily accessible prior to any purchase. Furthermore, this limitation is reiterated within the instructional materials provided to the customer.
  
  *** ******* frustration arising from a prior, unrelated issue with the *** is wholly immaterial to the services rendered by HitchSwitch. Moreover, her statement that the *** "approved my license" serves as implicit confirmation of the successful use of HitchSwitch's forms and instructions in completing her name change with the *** a prerequisite for any subsequent driver's license modification. **********************'s sole responsibility is to provide accurate forms guidance, and instructions, a responsibility we duly fulfilled. We assume no liability for the internal administrative processes or potential errors of independent third-party entities such as the *** or postal services. *** ******* assertion that HitchSwitch "lost" her license is therefore factually baseless and entirely unsupported by any evidence.
  
  
  Regarding Customer Claim 2: Alleged Non-Disclosure and Misrepresentation of Services
  
  *** ***** claims that HitchSwitch failed to disclose restrictions regarding mail-in *** name change applications for individuals married over two years ago and did not specify which states disallow mail-in *** name changes. These claims are inaccurate. *** regulations concerning mail-in applications are established and subject to change by the ****************************** itself. The instructions provided to *** ***** accurately reflected the available options at the time of her purchase, including online, mail-in, and in-person submission. We provided her with the relevant *** documentation outlining these options.
  
  Similarly, HitchSwitch provides comprehensive guidance on the name change process, including facilitating access to relevant appointment scheduling links for the ***. Our FAQs, website content, and the materials provided to *** ***** clearly state that while we assist in preparing for the name change, the final step of updating a driver's license requires an in-person visit to the ***. This requirement is a matter of state-specific regulations, which we inform our customers.
  
  *** ******* characterization of HitchSwitch as a "printing business of free forms" engaged in "misleading" and "criminal" activity is a baseless and defamatory misrepresentation of our legitimate business operations. HitchSwitch offers substantial value beyond the mere provision of forms. Our services include:
  -       Clear, Step-by-Step Instructions: Simplifying a complex bureaucratic process.
  -       Automated Form Population: Saving customers significant time and reducing errors.
  -       Personalized Checklists: Ensuring all necessary steps are completed.
  -       Dedicated Customer Support: Providing expert assistance and guidance throughout the process.
  
  These services provide significant convenience and efficiency to our customers, even if they do not eliminate the need for in-person visits in all circumstances due to external agency requirements.
  
  *** ******* personal circumstances and frustrations, while understandable, do not constitute grounds for alleging deception or negligence on the part of HitchSwitch. Her dissatisfaction appears to stem from a misunderstanding of the inherent requirements of dealing with government agencies, which are outside of HitchSwitch's control.
  
  HitchSwitch provides a legitimate and valuable service that simplifies the name change process by providing accurate information, streamlined forms, and expert guidance. *** ******* claims are based on inaccurate understandings and misrepresentations of our services and the requirements of external government agencies.
  
  We respectfully request that the BBB carefully consider this detailed response, and the factual inaccuracies contained within *** ******* complaint. We are confident that a fair assessment of the situation will demonstrate that HitchSwitch has acted in good faith and has provided the services as described. We are prepared to provide any further information or documentation you may require.

• Initial Complaint

  Date:08/16/2024

  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.

  Dear ********** Customer Service,I am writing to express my deep dissatisfaction with the services provided by ********** and to formally request a refund for the subpar service I have received. I have been a customer of ********************** , and unfortunately, my experience has been far from satisfactory.From the start of my subscription, I have encountered numerous issues with Hitchswitch's service. One of the main problems I have faced is that my forms were never updated correctly, despite providing all the necessary information. This has caused inconvenience and frustration on my end, as I rely on accurate and timely updates for my needs.Furthermore, I have found it extremely challenging to reach your customer service team for assistance. Every time I attempted to contact customer service with my concerns and questions, I was met with long wait times on hold and eventually no response at all. This lack of accessibility to customer support has made it nearly impossible for me to resolve issues promptly and efficiently.As a paying customer, I believe that I deserve a level of service that aligns with the fees I have paid. The persistent errors in updating my forms and the unavailability of customer service have led me to conclude that I could have invested my money more wisely elsewhere.Therefore, I kindly request a full refund for the subscription fees I have paid to Hitchswith. I hope that Hitchswith values its customers' satisfaction and will take the necessary steps to address these concerns promptly.********************

  Business Response

  Date: 08/18/2024

  A full Refund has been provided. 

  Customer Answer

  Date: 08/20/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  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 this product and attached a new email address in anticipation of my wedding and name change a few weeks days in advance. I tried during that time to contact hitch switch after receiving the box as expected a few day later. Since being married I have called hitch ***** 7 times, left 3 voice messages, emailed 6 times and received one single response back which confirmed my email address but did nothing to assist me with accessing my dashboard. I CAN NOT access my account. ******************** acknowledges I have an account but does not let me put in a password or, send for a password reset. I sent my email, cell phone and address for reference and all that was sent back was an acknowledgement of the email attached to the account. It was NOT addressed that I can't access my account. I was married 12-AUG-2023. I've given them plenty of time to reach out and assist.

  Business Response

  Date: 09/19/2023

  To Whom It May ********

  The client's package was successfully delivered on August 25, 2023, at 3:26 pm to her Front Door/Porch in **********, ** *****. The package was delivered to her address. eHer account remains active, and we have thoroughly explained the instructions for accessing it. It's worth noting that the verification code may have been filtered into the client's email spam folder. We kindly ask you to review the email communication provided above, which includes comprehensive instructions and digital copies of all her documents. We apologize for any inconvenience here, but we believe this complaint lacks a basis and should be removed accordingly. 

  Thank you, 

  HitchSwitch

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It was resolved after several emails of me re-explanations the same thing, I didnt have access and the codes never went to my email, spam, or text (yes you can text the code as well). I left two voicemails, made a total of 4 phone call attempts, and at least 6 emails re-explaining I was not in fact receiving a code and to please call me or have IT check my account. I even requested a return telephone call. 

  the product itself is wonderful, the customer service chip on the shoulder is lacking comprehension skills of a basic email, empathy, and genuine concern for a customer requesting assistance.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/17/2023

  We apologize for any inconvenience this may have caused. We have made multiple attempts to contact the client, providing clear instructions on how to access her account. According to ********, she has received the passcodes necessary to access her account. Additionally, we have sent her the required forms multiple times and inquired whether she needed any amendments to these forms.

• Initial Complaint

  Date:07/12/2023

  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 registered for a Hitchswitch gift card through my Zola ********* It was purchased for me. I received a redemption code from **** but there is no where on their website to enter said code. I have reached out numerous times both by phone and email and even through **** but have heard nothing. The gift card was purchased in May and it is now July. I need to change my name soon as I am a public school educator and need the change completed before I return to work on August 1st, which is why the gift card was purchased - to help speed up the process. Since I cannot use the redemption code and cannot reach anyone for a refund, I am filing this complaint.

  Business Response

  Date: 07/13/2023

  To Whom It May ********

   

  We would like to address the concerns raised by *************************** regarding our customer service and response time. Our records indicate that we received ************************** initial inquiry on Tuesday (7.11.23) at 6:21 PM, which was outside our regular business hours. Our customer service team promptly responded to her inquiry on Wednesday (7.12.23) at 2:12 PM, which falls within our standard response time during business hours (M-F 9 AM-5 PM EST).

  In our response, we provided **************** with detailed instructions on how to redeem a gift card from our website. We included a link to our website and step-by-step guidance on how to redeem a platinum HitchSwitch package. However, **************** continued to express confusion and raise concerns about shipping (see attachments above). 

  Upon further review of ************************** account, it appears that she redeemed another gift card instead of selecting a package from our website, as evidenced by the attached documentation. We clarified that the shipping charge only applies to expedited shipping, which she can choose to remove. We subsequently provided her with clear instructions once again to redeem the gift card correctly.

  We would like to reiterate that we responded to ************************** inquiries in a timely manner and provided her with detailed instructions to address her concerns. We believe her comments are unwarranted and lack accuracy. We kindly request that this matter be considered closed. Should you require any further information or clarification, please do not hesitate to reach out to us. Thank you for your attention to this matter.

  HItchSwitch LLC

• Initial Complaint

  Date:12/28/2022

  Type:Delivery 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 paid for the premium package ($30 more than the previous tier) so that I could get the concierge support they offer, but have emailed them 3 times since purchasing with questions and have never heard from them. I also paid extra for expedited shipping (2-5 days) ($10) but it was about 2 weeks before I got my order and the tracking info they sent me was invalid. Overall I feel they are scamming people by offering a "premium" and "expedited" for extra money without delivering.

  Business Response

  Date: 12/30/2022

  First, the client purchased the package on November 24, 2022, which was Thanksgiving day. The office was closed and reopened on November 28, 2022.  The tracking number is valid: ******************************.  The fulfillment team reviewed and processed the package on November 28, 2022. The package was collected by DHL (our shipping courier) on November 28, 2022. Please review attachment 1. The package was delivered on December 5, 2022. Due to the holiday season, inclement weather, COVID-19, and other factors DHL experienced a delay. This was out of our control.  The package was delivered within the required time frame. 
  
  

  Second, regarding the clients emails. She emailed 17 days ago, and unfortunately, our email server deemed her email as spam or junk mail. Please review attachment 2.  We did not receive her email regarding her question. 
  
  

  Third, she deemed that our package didnt help her, but she already changed her name at the *** office within 1 week of receiving our name change documents. 
  

   

  Fourth, we will go ahead and provide a refund excluding processing and handling fees. This should satisfy the request. Please review attachment 3. Please let us know if you need anything else. 
  
  

   

  Customer Answer

  Date: 12/30/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising 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.

  My dad ordered the $99 package with the forms to change my name as a wedding gift. However, the package has yet to be received. It is allegedly sent via email and neither i or the buyer have gotten any email. This was ordered by my dad for my wedding around September 9, 2022. I have reached out to the company multiple times via email and phone to no avail. I would like to receive what was paid for, or they need to reimburse the buyer.

  Customer Answer

  Date: 10/07/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************