ComplaintsforCompleteCase.com

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for help with my divorce, but I could not use their services because I have not lived in ******* the past 6 months. I asked to cancel but they are charging me. They did not ask me the questions relevant to my case and I think it was deliberate. Either way they would make a profit if they rendered services or not.

  Business response

  07/17/2023

  We worked with this customer regarding their refund request. We explained our policy and their refund eligibility. We reminded them the activation fee is non-refundable. 

  Customer response

  07/17/2023

   
  Complaint: 20307443
  
  I am rejecting this response because:  I called the company prior to purchasing and asked the questions regarding what they offered.  It was only after I paid that I found out I could not file my divorce in ******* if I had not been a resident for at least 6 months.  This was not told to me when I called to find out about their services. Now theyre trying to keep my money for doing nothing. I called them immediately after signing up to explain I could not use their services, so I never completed my profile because I could not complete it because of the resident question.  They deliberately leave this information out to scam customers. 

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first went on to their website. I filled out the questionnaire and it stated they could help me, so I paid the fee $299.00 and after getting signed up I was asked to fill out the form and when I got to the point of spouses location(which I stated I did not know on the initial questionnaire) and have been going back and forth on multiple emails (which I have) and they werent helping me get beyond this point and I requested a refund and the last 2 emails from them claiming I had used their services and do not feel they owe me one.

  Business response

  07/03/2023

  We explained to this customer our post-purchase refund policy and that we have a non-refundable activation fee. We also offered a fair resolution. However, they said they would not accept our offer because we would not give them everything they requested. Our offer is still available to them, should they change their mind. 

  Customer response

  07/03/2023

   
  Complaint: 20215997
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began the process of a divorce using Complete Case around March of 2022 and over a year later, progress is at a standstill. Their advertised rate for an uncontested divorce is deceitful in that it only covers access to the platform for 30 days but following the initial 30 days there is a $40 per month fee. It is apparent that they are taking their time due to the monthly fee, increasing their revenue. On top of the issue regarding cost, it is nearly impossible to reach anyone in the customer support department for this company. The progress map was showing that certain documents had been received and were being filed with the courts but soon after the progress got moved back a step without explanation or notice. There is a major lack of communication from Complete Case as well as a concern of trustworthiness for handling a legal matter.

  Business response

  06/07/2023

  We have made multiple attempts to contact this customer, but they have not responded to us. 
  
  There is an optional monthly subscription fee the customer can pay to have access to their account. They can cancel their subscription anytime if they no longer need account access. As part of our ***************** we need specific things from the customer and their spouse. If we do not receive them, we cannot proceed. We have addressed these matters, via email, with this customer and are happy to assist them once they respond. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On their site, they claim "Our fast-and-friendly online tool guides you through a seamless process giving you access to your completed divorce forms in as little as 20 minutes." I paid $299.99 for this service. I filled out all the questions they provided. Their marketing is deceptive and customer service was horrible.In a nutshell I paid $299 to have them tell me they wouldn't look at my documents because I didn't wait for them to mail me forms and instead printed them from their website and mailed them back. So essentially, I paid to print out the same forms I can get online for free.

  Business response

  04/21/2023

  We called and talked to the customer. We addressed their concerns and resolved this matter. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On their site, they claim "Our fast-and-friendly online tool guides you through a seamless process giving you access to your completed divorce forms in as little as 20 minutes." I paid $299.99 for this service. I filled out all the questions they provided. The forms I got back from them had several mistakes that were made on their part. These mistakes could have cost me thousands of dollars if not tens of thousands if I didn't catch them. This broke my confidence in their ability to do what I paid them for. I found out the forms that I would have "access" to were password protected so the only way I could correct their mistakes was to go through their representatives whom I no longer trusted to help me with my divorce. I tried talking to their customer service about either providing me with the password to the PDFs I paid for so I could hire a paralegal to make changes or for them to give me a refund. They refused to do either one. Their marketing is deceptive and customer service was horrible. I've disputed their charge with my bank. I just want people to be aware of how they do business.

  Business response

  11/21/2022

  We called and spoke to this customer. They expressed their concern to us and we let them know we could assist them with the changes they need to their forms. However, they opted not to continue using our service. We respect their decision. We let them know if they need further assistance, to reach out to us directly. They thanked us for the call and said they will contact us if they need anything else. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to file a divorce. I gave them the information necessary. I was not advised what the cost was going to be until I explained the situation. I was instructed to complete a form and I would be contacted. Next I was giving and amount of $299.00 plus a $20.00 mailing fee. I decided not to file the divorce and my husband and I will be doing marriage counseling. I requested a refund on 9/4/22 I received $20.00 refund. I had requested a full refund. I was advised I could not get refund because form were completed. I gave them info they needed never did I go into there website. I have been emailing there customer care department and get different answers. I cant get a refund because I was over 30 days which I was told to wait at one time by one of there customers care people. All I want is my $299.00 back because I was dissatisfied how this was all handled. I feel they have been giving me the run around in order to frustrate me. My ID#******* . I did inform them that I did not need their services.******************************* ******************* ************

  Business response

  10/25/2022

  We appreciate this customer's feedback and we do apologize for the frustrations they experienced.
  We have been in contact with this customer. We explained that when our customers complete the questionnaire, they have rendered services and are no longer eligible for a full refund. We did come to a fair resolution with this customer and we believe they are satisfied with the outcome. If they have questions or concerns, we invite them to please reach out to us directly. 

  Customer response

  10/25/2022

   
  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

  09/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is deceitful. On there website it states 100% guarantee or your money back. When I tried to resolve they denied a full refund. I contacted this company regarding help for a divorce. When I first contacted them they persuaded me into buying the speedy plan which is more ($) than the regular plan. They guaranteed a smooth speedy process and that was in December 2021. They took months to file my paperwork (April 2022). I had to call them to see the status of my case and they said they were experiencing a high volume of cases and that they were backed up. After they filed my paperwork, they told me i had to call and set up an appointment for my court date for a final decree, but failed to let me know the court had already assigned a date (in which they filed the wrong address) therefore, I missed my court appearance. When I contacted them again, they gave me another form to fill out which I had to file myself but that form was of no use. This company failed to let me know that each month they were charging me a fee for using their online service which I had no idea. I have called this company multiple times because it was not smooth or easy at all and each time it's always a different agent and I have to re-explain myself time and time again with no resolution. They did not provide me with helpful Information or tools. They stated everything was recorded and notated but refused to take any responsibility and always put the blame on me. In the end, I ended up having to file my paperwork by myself. I ended up paying altogether about $1,200 for my divorce which is still pending. I completely regret and encourage everyone not to contact this company, all they are interested in is making money. This process is already hard enough as it is and they have no compassion or understanding. They do not know how to explain anything and lack employee training. If they are a company dedicated on this profession they should at least know what they are talking about.

  Business response

  09/21/2022

  We have tried to work with this customer and we tried to come to a fair resolution. However, they declined our offer. 
  
  The **************** they signed up for is not a "speedy plan." As part of our ****************, we print and mail the petitioner their documents. When we receive the documents back, we review them to ensure they have been signed and dated correctly before we mail them to the court for filing. Once the case is filed, we send the respondent their forms. Again, once we receive them, we review them prior to sending them to the court. Finally, we send the petitioner a final packet of documents with instructions on how they need to finalize their case. 
  
  This customer filled out the questionnaire. Their forms are software generated based on their answers. Apparently, this customer did not include her full address in her answers, therefore, her forms did not include the correct address. When the court notified her about the hearing, they mailed the notice to the address provided in the forms. This is not an error on our part. We have no way of knowing the correct address for the customer. The customer filled in the questionnaire, they also confirmed the forms were correct BEFORE we mailed them the forms, and they signed the forms prior to the forms being filed. 
  
  One thing to note, we ask our customers to provide shipping addresses, where they want us to mail them their forms and their spouse's forms. This is different than the address the customer includes in their answers to the questionnaire. It is not uncommon for customers to have one address in their forms and a different shipping address where they request us to mail them the documents for signing.
  
  The timeline of the **************** rendered is responsible. The service started in December and we sent them their final packet in April. Each time we received forms back, either from the petitioner, court, or respondent, we proceeded to the next step in a timely manner.  
  
  The monthly fees are debited from the card on file. If customers want to cancel their subscription, they need to do that from their account. This customer was refunded for two monthly subscription fees. At that time, the subscription was canceled and no more charges were made. 

  Customer response

  09/21/2022

   
  Complaint: 18053416
  
  I am rejecting this response because: There are so many more elements to my case that they are only basing this on a technicality. They did say it was a speedy process there are phone recordings where they clearly state that. I want a full refund ($500)as stated in their website. Under their false advertising. How can they advertise 100% guarantee or your money back if I am not divorced, I paid for nothing. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 21, 2022, I completed the questionnaire and began the process. I received a phone call from a rep whom I gave my debit card info to start the process. On 6/22, I paid $299 for the base product and an $49 for expedited service. Later, on August 2, 2022, CompleteCase.com made a $39.99 debit to my bank account for their continued platinum service. CompleteCase finally sent all documents to me, I returned all paperwork, signed & notarized the same day that I received them - July 20, 2022. They were received by CompleteCase on July 25, 2022. After a couple weeks had passed, I started calling. I was told they were in a queue to be reviewed, to allow **** business days. I called again, then I was told ***** business days. Its now September 20, 2022, and nothing has been done toward the case and I am still being told to allow the ***** business days.

  Business response

  09/28/2022

  We have reached out to this customer and addressed the time delays and offered an apology. Although we cannot go back and change the past, we are doing our best to improve, as we move forward. We did send this customer's documents to the court. We also reached out to the customer and explained that the expedited service they paid for does not expedite the Platinum process. The expedited service only impacts the time in which their forms are available to them, once they have completed the questionnaire and submitted their answers. Instead of waiting 48 hours for their forms to be ready, they are available within an hour. 

  Customer response

  09/28/2022

   
  Complaint: 18049598
  
  I am rejecting this response because:

  This service is to be processed in **** business days; it took from July until the middle of September.  This is NOT the service they advertise, not the service they sold me and not overall acceptable customer service.  They repeatedly told me that they would escalate the problem and nothing was done until I contacted the BBB about it.  Had I not contacted the BBB, I would still be waiting for the paperwork to be filed.   I have had to draft and file my own Separation Agreement and Finding of Facts/Dissolution of Marriage in order to be successfully divorced within the next month because its already taken CompleCase almost three months just to send the initial paperwork to the **************   

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

  Customer response

  10/05/2022

  They did send them to the court, almost 6 weeks lat.  I had to go to the courthouse and take my own separation agreement and subsequent forms to complete the filing and get the divorce finalized.  They have not done anything they were paid to do, other than mail a check to the clerks office.  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed on to this company to assist with my divorce and they barely communicate. You literally have to call and send numerous emails to get answers and the answers you get are incorrect. My ex was served his paper work which I was advised was filed with the courts per email but I recently got a letter from the courts saying nothing was filed and they don't have any paperwork. The letter also stated if I don't serve my ex by October, my case will be canceled. They keep replying with this tracking number where a label was created bur no documentation sent to the courts. They're purposefully sitting on my case. I called and asked for a supervisor who emailed me stating what's a good time to call. I advised the rep I can't use my phone during business hours and asked for a call back on my off day so I can go through this to get some type of resolve. So I emailed him two days and have yet to get a response. I want them to do what they advertised to do. File my paperwork with the courts. We paid our money and the documents are sitting on their desk because they refuse to do their jobs. Maybe filing this complaint will expedite the process. My spouse sent the documents back over a month ago so at this point we aren't looking for excuses but something to be done.

  Business response

  09/02/2022

  The documents this customer is refereeing to were sent to the court on August 26th, prior to their filing this complaint. The tracking number we provided them shows the packet of documents was delivered to the court on August 29th. We have responded to their emails and we have spoken to them on the phone. We will continue to help them and answer any questions they have. 

  Customer response

  09/04/2022

   
  Complaint: 17778113
  
  I am rejecting this response because: I still have to contact them and literally hold their hand cause they wont call me and explain these confusing emails they keep sending me. I just got another email today that literally makes no senses since they're stating my spouse's docs are being refiled and another packet will be sent out to me. So i have to wait on the court now which is contradictory to the previous email I received.  I emailed them with questions and am awaiting a reply. 
  
  Sincerely,
  
  *************************

  Business response

  09/14/2022

  We called and spoke to this customer on the phone. There was a language barrier which created confusion between one of our support members and the customer. We explained the steps we have taken, clarified what the email meant, and let the customer know how to contact us if they need further assistance. 

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for assistance with my divorce through CompleteCase.com.I filled out the proper questions on their website and paid $299.00 US. I received the forms back within 2 days.In looking over the Instructions it said that I have to submit a copy of my Petition, Marriage Certificate (long version), Seperation Agreement and Financial Statement to the courts. I called to ask questions the first time and was not able to get any help. I called a second time and spoke with a young lady. I asked her what a petition was. Never did this before so I wasn't sure. She was unsure. She looked something up and then just said it is what you are supposed to submit to get your divorce. After speaking to this person I realized I was potentially scammed by this company. On their website they boast about their Award winning team who can provide unlimited support and also stating that you have 30 days to use their site as well as call and get telephone support from experienced divorce professionals. (this is right in their 3 step process under How it works.When I took the forms to the courthouse to get advice the Commissioner of Oaths was reviewing my forms and picked up on mistakes on the forms. This was truly embarrassing. She also told me I have to fill out the financial statements which I was unaware of since I could not get any over the phone support I needed. My file was not only handled unprofessionally but I was told I would not be getting any refund even though it clearly states on their website of a 30 day Guarantee. It also says on their website that you can't get these forms on your government site. This is a lie. I was told by the lady I spoke to at the courts that you can find all forms and instructions on the government of NB website. Completecase.com lies to people to get their business and I want my money back or I will be posting this all over social media as far and wide as I can get it.

  Business response

  08/23/2022

  We reviewed this customer's account and then reached out to them to resolve this matter. We believe this has been fully resolved to their satisfaction. If they need further assistance, we invite them to reach out to us directly. 

  Customer response

  08/30/2022

  Hello there,
  
  Complete Case.com has refunded all charges back to me.
  
  Thank you,
  *************************
  

  
  

*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. ↩