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:11/27/2023

  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.

  I signed up for Divorce.com on 6/16/2023. ***************** I paid the $599.00 for the services (which states it includes everything) and then $35.00 for the parenting plan (that was never done) and another $69.99 for additional services.I shipped the forms on 6/27/2023 after giving them all of the information to help me file my papers.I then learned that I had to pay the additional $349.00 court processing fee. This should advised up front as it was a surprise given I already paid $599.99. I got an email on 8/4/2023 that the forms were missing some information. When I tried to ask for advice, they would not help me whatsoever. I was unsure of what I needed to do to make sure they were filled out correctly and they simply responded by telling me they could mail me back forms for $75 but didn't answer the questions I needed. They said I would need to reach out to a different service. I also noted during this that their grammar and punctuation were very poor which made this unsettling given how much money I gave them and hoping this wasn't a scam.I then reprinted and remailed all the paperwork. I was also responsible for paying the $12 to ship every time they needed something changed. I checked in with them multiple times as I could see it was delivered, but never heard back. After going through this multiple times they finally agreed that the paperwork was good, however, now my money order is over 30 days so I have to spend another $349.00 to mail them a new one and they would only mail the other back if I paid ANOTHER $20.00 for them to do so. Finally I got frustrated, and I asked for my money back. They never did anything, never went to the courthouse, never served my husband, nothing other than making me change the smallest things multiple times because they wouldn't specify what I needed. I do have everything in writing and am happy to submit for further supports. I asked for a refund and they refused. I even tried to be fair and asked for partial

  Business Response

  Date: 12/07/2023

  We have emailed this customer and are willing to work with them on a fair resolution. We invite them to please respond to our email so we can assist them regarding this matter. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20923651
  
  I am rejecting this response because: They never emailed me. The last email I received from them was on 11/20/2023 advising me that they will not assist in any type of refund. Again I am even willing to accept half a refund even though they never did anything. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/08/2024

  We emailed this customer on December 7, 2023 regarding their refund, and again on December 8, 2023 letting them know the refund was issued.

  Customer Answer

  Date: 01/08/2024

   
  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:11/07/2023

  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 the services of this company, provided all the information being requested. Received an email stating I was missing information. Provided the information a second time, Received another email stating that I would be able to have them complete the divorce for an additional fee. Paid the fee. Got another email stating that I was missing information again. Requested an email to show what information needed. Never received anything. Called the company to inquire why the divorce has not been filed? Representative stated I needed to obtain an agreement for an uncontested divorce. This was never mentioned and I feel like they were supposed to file paperwork. The Representative was not helpful at all and refused to explain why nothing is filed with the court. I feel misled and the company never did what they said for the additional fee. Company did not do what was outlined in any of the times I communicated with them.

  Business Response

  Date: 11/16/2023

  We have contacted this customer but have not heard back from them. We invite them to respond to ** directly so we can best assist them.
  
  We strive to help each of our divoce.com customers successfully file and finalize their divorce cases. There are several package options for customers to choose from. This customer did not purchase a package that includes ********* document filing. They are responsible for filing their forms independently, using our step-by-step instructions. 
  
  Additionally, we did not charge (and the customer did not pay) any reprocessing fees. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20840914
  
  I am rejecting this response because: *********** has not attempted to contact me and am having difficulties contacting them for any type of resolution. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/27/2023

  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.

  They force you to pay upfront to access their website, when you pay it automatically forces you into the questionnaire that they claim is none refundable once you view it, but its a complete scam out of your money if you don't like their product/service you had no choice to view the questionnaire. They refunded me ****** but refuse to give me the ******. Their business is slimly and they are preying off the desperate while refusing to give full refunds because of their rigged system.

  Business Response

  Date: 11/03/2023

  We provide significant services beyond the generation of divorce forms. Answers to common questions, filing instructions, and customer care provided during the process of using our site are just some of the valuable services we provide. Our refund policy can be found here: ***************************************
  
  We have tried to fully resolve this matter with this customer and invite them to respond to our emails (or calls) if they have any questions or concerns. 

• Initial Complaint

  Date:09/19/2023

  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 signed up for this company helping me handle my divorce. I paid $599 and there was no mention that there was going to be a filing fee of $360 to file papers with the courts(my court only charges $350). Anyways, I called customer service and told them that I am on social security disability and my income does not even pay for rent on an apartment($400) and asked them if I could submit the waiver of fees form, and they said they couldn't file for me if i did not pay the fees. I want a least a half a refund for the $599 paid because I had to go into debt for that money and i wasnt aware of any further feees

  Business Response

  Date: 09/29/2023

  We provide several affordable package options for our customers, to accommodate various needs. This customer chose to purchase a package that included our divorce and platinum services. We do not pay court fees and inform our customers this is their responsibility. We worked with this customer and came to a fair resolution regarding their situation. 

  Customer Answer

  Date: 10/06/2023

  They gave me a partial refund. Which isnt good enough. 

• Initial Complaint

  Date:11/11/2022

  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.

  Began **************** in July 2022, now November 2022 and still getting the run around. Just as all other complaints state, they sent put wrong forms, slow shipping, blame customers for making errors when in fact ot it THEIR fault, rude customer service representatives that blatantly lie. First red flag was when they stated they sent out an outdated court form that had to be resent to me and the returned to them. How are they not using up-to-date court forms? It turned out that they lied about the outdated form and in fact had forgot to include a case cover sheet in the intial filing packet. They could've told me it was a simple mistake but they chose to lie for whatever reason. That was the first of many delays from this company. Endless emails and phone calls with rude representatives acting like robots who lie over and over. Don't trust the tracling system because they just keep changing the status causing more delays. One of their employees emailed me by mistake instead of her coworker proving that they are making unnecessary updates on the progress causing these delays. By looking at the other complaints it looks like they will respond with an excuse but I'm not going to do the back and forth with them. I have retained an attorney here in Los Angeles county and they will be filing the necessary paperwork to remove them as pro per in my case. Be aware, don't lose time and money with this company.

  Business Response

  Date: 11/18/2022

  We, at Divorce.com, strive to provide our customers with great customer service. We are truly sorry that ********* did not feel she received the type of service we attempt to provide each of our customers. We have been honest and upfront and have not tried to deceive her in any way. When we initially sent her first packet of documents, there was an outdated form included--the court updated that form this year. To avoid delay, we sent **************;the updated form prior to sending her forms to the court to be filed. Once we received the completed documents, we mailed them to the court and the case was successfully filed. 
  ********* has chosen to go a different path to finalize her case. We respect her decision and we have returned all of her documents to her.