Business Profile

Divorce Assistance

OnlineDivorce.com

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for OnlineDivorce.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

92 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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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:03/25/2024
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.
I tried to file a divorce with the online divorce and they kept messing up paperwork. I had to keep fixing information on the papers because they kept putting stuff on there that wasn't supposed to be on it and putting stuff in the wrong place. It was only supposed to be $130 and they kept adding more charges I had to pay for and automatically set me up on their subscription plan and charged me money for that too without even asking me or letting me know about it. I found out when my bank showed the charges they made and then was supposed to serve papers to spouse through sheriff's office. They did not do that. They sent it to the mailbox without having him sign for them or anything so I was not able to get him served the correct way with signature through them. The courts would not accept it like that so I still do not have a divorce and I lost alot of money that I had to pay them.
Business Response
Date: 04/15/2024
We provide several services, and this customer paid for the ********************** and ******** services. We charge a monthly subscription fee, which can be canceled anytime. Our customers receive an email reminding them of the monthly subscription charge 7 days before and send an email confirmation of the charge the day it is charged. Our customers are responsible for paying a court filing fee, which is mailed to the court when filing the documents to open their case.

There are multiple ways to file a divorce case in *******. We only provide services for uncontested cases where both parties are in agreement and willing to sign the documents. As part of our process, we mail (via **** priority) the defendant their documents and provide them with the needed documents to meet the service requirements. We need them to complete the forms so they can be filed with the court.

We provided the service this customer paid us to do, and we did everything correctly according to our process. Our instructions are clear, and we explain that we need documents back to us within 30 days, and we only send one packet with no follow-up emails.
This has all been explained to this customer.
Initial Complaint
Date:03/04/2024
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.
ONLINE DIVORCE SERVICE LLC www.onlinedivorce.com has been charging my credit card as noted below for services I did not request, agree too or asked to have. When I contacted their customer support department, I got the run-around. I even provided specific transaction information. Their replay was that I was talking with the wrong onlinedovirce.com company. how many domains exist as www.onlinedivorce.com? The company I contacted was the company as noted on my credit card transactions. A link was provided to their customer service page and I contacted them via the link provided. This company engages in unethical business practices charging people for services they did not request and then refuses or stonewalls people when they attempt to contact them to resolve these issues. My bank has reversed all the charges and placed a stop on their ability to charge my credit card. 01/15/2024ONLINE DIVORCE SERVICE LL*********** WA Transaction date:01/13/2024 Card type:Visa Transaction type:Purchases Merchant description:LEGAL SERVICES, ATTORNEYS Merchant information:*********** , WA ONLINE DIVORCE SERVICE LL*********** WA Transaction date:12/13/2023 Card type:Visa Transaction type:Purchases Merchant description:LEGAL SERVICES, ATTORNEYS Merchant information:*********** , WA Reference number:5165 ONLINE DIVORCE SERVICELLC*********** CA Transaction date:11/13/2023 Card type:Visa Transaction type:Purchases Merchant description:COUNSELING SERVICES-DEBT, MARRIAGE AND PERSO Merchant information:*********** , CA Reference number:0625
Business Response
Date: 03/05/2024
We are not Online Divorce Service LLC. We are Online Divorce. We have not charged their credit card for any of the fees they claim we have charged. We reached out to let them know we are Online Divorce and not Online Divorce Service LLC.
Initial Complaint
Date:02/26/2024
Type:Delivery 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.
Received notice that ****** was taken from my bank account by ********************************************* LLC, *************************************************************************** I have never even thought or looked at such information, a divorce or that company. My wife did not either and helped me contact our bank ESL to file a report. I attempted to contact onlinedivorce.com and was asked we need more information from you regarding your account. I said I never opened an account and how did you get and steal my credit card information?Apparently this company has victimized many American people.
Business Response
Date: 02/27/2024
We cannot find an account for this user. We have searched by their name, address, phone number, and email address. Please provide the name, email address, or phone number linked to the account so we can better assist.
Customer Answer
Date: 02/27/2024

Complaint: 21351312

I am rejecting this response because:

My Bank which is ESL notified me that online divorce.com took ****** dollars out of my account.
Them an email was sent to my private personal from your company indicating the account for me of ************
This is fraud. I will do everything in my power to get my money back from you. The *** has been contacted and the ************ to visit or shut down your offices.
The only hope that you have is the return of my money.
Sincerely,

***********************
Customer Answer
Date: 02/27/2024
Picture of invoice they mailed to me. This proves they not only had my banking number but also my name and private email.
Customer Answer
Date: 02/27/2024
Picture of invoice they mailed to me. This proves they not only had my banking number but also my name and private email.
Customer Answer
Date: 02/27/2024
Complaint sent to FBI.

Business Response
Date: 03/12/2024
We have exhausted all attempts to locate this charge. Since we cannot find a paid account or charge on the card processor history, we suggested that we do a three-way call with ****** and his bank so we can try to get this resolved. We have yet to hear back from ****** regarding this option.
Customer Answer
Date: 03/12/2024

Complaint: 21351312

I am rejecting this response because: there is a detailed bank record and photo copy of Divorce.com receiving my money. It cant be anymore clear that that. The bank and **** have begun the investigation.

Sincerely,

***********************
Initial Complaint
Date:02/23/2024
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.
Jan 2nd paid $159 via Affirm. I found out that to continue to access my documents I would need to pay a monthly subscription. They have on their website a 100% satisfaction guarantee so I asked to cancel and be refunded since this is not what I was paying for. I canceled within the 30-day trial and as soon as I found out about the monthly subscription. On Jan 29th they gave me a refund of $59 and kept $100. Since I didn't get anything from their service and they advertise a 100% guarantee I feel they owe me a full refund. When I called they were very rude and both people I spoke to had different policies. I feel like this is a scam website.
Business Response
Date: 02/28/2024
We contacted this customer and explained that we have a monthly subscription fee; however, it can be canceled anytime. Customers who do not utilize our post-purchase services, including our post-purchase questionnaire, are eligible for a refund within the first 30 days. This customer did utilize our post-purchase services.
Our refund policy can be found here: ********************************************.
Customer Answer
Date: 03/06/2024
Any refund policy when you order on the website is not clearly stated. I saw 100% within 30 days. The only thing they were selling was the divorce paperwork and if you paid extra they would *************. I got about 2 pages into the paperwork form (which is what I purchased) and realized I was not going to be able to do this on my own so I canceled within the 30 days and still expect a 100% refund which is advertised on the website and in the emails. This company to me is just a scam taking peoples money with misrepresented polices. No one who answered the phone or emails was professional.
Initial Complaint
Date:02/15/2024
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.
Despite my initial hopes and expectations, I found that your company was not a good fit for my needs. I would like to bring to your attention the following concerns:1. Misleading Upgrade Offers: While filling out the questionnaire on your website, I encountered multiple attempts by your company to upsell and offer additional forms. I was under the impression that the flat fee of $159 would cover all the necessary forms for my divorce. The constant offering of additional forms left me concerned that vital documents would be excluded from my packet, forcing me to pay extra for the required forms.2. Subscription Model: It was not made clear to me during the registration process that the payment was not a one-time fee, but rather a subscription. After 30 days, you would charge me for the services, which is not what I desired or expected.3. Lack of Services Rendered: I want to emphasize that I never completed the questionnaire, and no paperwork or services were ever provided to me. I cancelled my subscription within an hour of signing up, as I quickly realized that your company was not the right fit for my needs.While I was refunded $119.00, you are withholding an "activation fee." I find it unjustifiable to charge an activation fee for a service that was never activated, and I request a full refund of the remaining amount.Based on the aforementioned issues, I firmly believe that this company is operating in a fraudulent manner, misleading customers with hidden fees and a subscription model. I am deeply disappointed by my experience and the wasted time and effort I invested in your services.I kindly request the remainder of my refund which is $39.99. If I do not receive a satisfactory resolution within a reasonable timeframe, I will be left with no choice but to escalate this matter further by seeking assistance from consumer protection agencies and sharing my negative experience with online communities and review platforms.
Business Response
Date: 02/20/2024
The base fee paid when creating an account and accessing our services provides customers one month of unlimited access to their accounts. Once they complete the questionnaire, our software generates their forms based on their answers. We provide all the needed state-required forms for successfully filing the divorce case. However, we offer other upgrades or resources, i.e., parenting classes or a QDRO. These are optional upgrades and can be easily declined if uninterested. Some customers need more time and access to their account beyond the first 30 days, which is why we offer a subscription. This can be canceled at any time.

Our refund policy and information regarding our activation fee can be found here: ********************************************.

We communicated with this customer and believe have resolved this to their satisfaction.
Initial Complaint
Date:02/03/2024
Type:Delivery 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.
Order Receipt #******* Website subscription is convoluted and difficult to cancel. After cancellation, there is a clause that you will be charged a yearly storage fee for your online application unless contacted to delete account info. I have contacted via email and only received a confirmation for subscription cancellation and NOT account deletion as to avoid ************** charges. onlinedivorce.com is ignoring my request.
Business Response
Date: 02/07/2024
Per this customer's request, we have deleted their account. They will not (or have not) be charged any additional fees.
Initial Complaint
Date:01/24/2024
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 wish I read these reviews before purchasing. Definitely a scam. It Says there is a 100% money back guarantee within the first 30 days and I requested a refund within 24 hours(literally an hour after I purchased) and they will not give you your money back. I asked to speak to a supervisor about my issue but they emailed me instead of calling. They wanted to only give me 50% back and I told them no because I didnt use the service AT ALL. They refuse to refund and follow their own policy thats plastered all over the site. I want them investigated further and to GIVE ME MY FULL REFUND!
Business Response
Date: 01/29/2024
We are assisting this customer and working with them on a resolution. We are waiting on them for some documentation before we can fully resolve this matter. Once received, we will honor what we have agreed upon.

Our refund policy states:
At OnlineDivorce, we care about our customers and stand by the quality of our services - so well refund our fees, other than the activation fee, within the first 30 days of purchase if you're unhappy with our services. Call or email us and we'll process your refund.
What it doesn't cover:
We provide significant services beyond the generation of your 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. For this reason, we unfortunately cannot ***** a refund in cases where a customer has accessed our post-purchase services, including our post-purchase questionnaires, forms, instructions, and customer care center, unless theres a flaw in our underlying documents. If you have not accessed our post-purchase services, however, you can request a refund within 30 days of purchase.
Customer Answer
Date: 02/07/2024
I reject the business response as I have told them that the police wont provide me with the documentation at this time since its an active and open case and the criminal was charged with other crimes in addition to the hacking. I offered to show them the evidence I presented to the police but they reject the idea of even seeing it. They are a scam. Other people have gotten their money back for similar reasons as mine. I never opened their post purchase services.
Business Response
Date: 02/20/2024
We explained to this customer how they did utilize our post-purchase services. They completed our entire questionnaire and can access their forms. What the customer is saying and what their account history verifies is contradicting. The customer promised they could send us verification of what they said is true. Once we receive it, we will honor what we have agreed upon.
Initial Complaint
Date:12/06/2023
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 began a questionnaire with the company. i read the 100% satisfaction guarantee and did not complete the questionnaire required to start the divorce process. What i did not know was that they immediately charged my card prior to answering the questions. Now they will not give me a refund because i answered more than 50% of the questions. However,,,,the first 50% of the questions were my and my spouse's name, address, date of birth, etc!!! i never even got to the divorce portion!when i sent an email to cancel, they called me and emailed, telling me that they would refund, but first required me to call them. Then, they told me they would not give me a refund.When i complained, they said they would make an exception and give me 50% only. I told them i was dissatisfied and reminded them of their 100% satisfaction guarantee, but they continued to say they'd only give me 50%.
Business Response
Date: 12/11/2023
We have worked with this customer and have come to a fair resolution.
Our refund policy can be found here: ********************************************.
Please note customers who have utilized our post-purchase services are not eligible for a refund. Additionally, the activation fee is non-refundable.
Customer Answer
Date: 12/11/2023
The business did partially refund my money but refused to refund their so called activation fee.
I could have accepted this answer if I had fully completed my questionnaire. But that was not the case. I had not even answered the name, address and personal information yet, before realizing this process was not possible in my situation.
I then realized they charge immediately. So, I called and emailed the company to let them know that my questions werent even complete and that I needed to cancel because my situation wasnt going to work with their plan.
plus, by definition, activation fee would mean that I had fully completed the steps needed to activate the account, which I had not done.
I also went on to their website to see if they had fully defined what constitutes full activation. That is not anywhere to be found.
Initial Complaint
Date:11/27/2023
Type:Customer Service 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.
My wife and I are currently going through a divorce. I signed up for this websites service because it promised to provide tools and services for my wife and I to file our divorce ourselves. The site failed to provide us with what we needed. I reached out to their customer service department and they are refusing a full refund.
Business Response
Date: 12/06/2023
We have been in touch with this customer and worked with them on a fair resolution. They were refunded for services not rendered.
Our refund policy can be found here: ********************************************
Initial Complaint
Date:10/17/2023
Type:Sales and Advertising 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 had originally signed up for the service believeing they would be able to help with my divorce filing. Once going through their questionnaire I realized I would rather have in person representation with how vague their product/ questionnaire was without guidance you would expect from a company claiming to help those filing Divorce paperwork. While I did see the end of the survey I did not fill out many parts that would be critical to the completion of the forms. When I called and asked for a refund they refused because the survey had been completed even though the proper information needed to file the paperwork, in my case, had been left without details. I did not use their service other than to see it was not what I needed which is something that isnt evident before paying for their service that isnt helpful at all. They said their refund policy was only available if the form had not been completed. While my information was incomlete, and would not be able to complete the service they even offered, they still refused my refund.
Business Response
Date: 10/19/2023
We reminded this customer of our refund policy, which says we cannot ***** a refund in cases where a customer has accessed our post-purchase services. During our conversation with the customer, we discussed a fair resolution, and we believe they are satisfied. We invite them to contact us directly with any questions or concerns.

Our refund policy can be found here: ********************************************

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OnlineDivorce.com is NOT a BBB Accredited Business.