Complaints

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

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• 

  OnlineDivorce.com

  Seattle, WA 98154-1101

• 

  OnlineDivorce.com

  416 W San Ysirdro Blvd Ste L PMB #630 San Ysirdro, CA 92173

• 

  CompleteCase Online Divorce

  2317 3rd Ave N STE 200 Birmingham, AL 35203-3867

• 

  OnlineDivorce.com

  8 The Grn Ste A #7129 Dover, DE 19901-3618

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:03/11/2023

  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 agree with others who have reported their issue here. This place is a complete SCAM!! All the advertising says $159 and that is it. Nothing says there will be other fees. They charge you an activation fee!! An activation fee by itself is a complete scam. During the process in order to complete the process, you have to sign up and pay for more services. Which they don't tell you until after you pay. Because you can't gain access to more information until you pay. Then ****** from the support team offered to give me half my money back. Clearly the job of these support agents is to keep as much money as they can. I have received ZERO services and have paid $159 for nothing. On top of all this, they automatically sign you up for a month to month service. This company should be banned from business.

  Business Response

  Date: 03/15/2023

  We tried calling this customer, but we were not able to speak to them on the phone. When we tried to arrange a time to call them, they refused. We did communicate with them via email. In our efforts to come to a fair resolution, they continued to be dissatisfied, threatened, and used profanity.
  
  We explained our services and refund policy, which can be found here: ********************************************
  
  Our services include more than just generating forms. Our refund policy states, "we, unfortunately, cannot ***** a refund in cases where a customer has accessed our post-purchase services, including our post-purchase questionnaires." This customer utilized our post-purchase services. They accessed their account, which contains valuable resources and they completed 62% of the questionnaire before requesting a refund.
  
  Although this customer is dissatisfied with the resolution we offered them, we did our best to help them. We do not provide free post-purchase services. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19585653
  
  I am rejecting this response because: They are not being truthful in their response. They are embellishing our communication to make it sound like I was not willing to work with them. The truth is I have received NOTHING from them and they have taken $100 now. This service is meant to help people in need, but instead it is designed to take advantage of them. It's pathetic and disgusting that a company like this can do the things they do.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/07/2023

  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.

  In January I tried to have a mutual divorce written by an online company. ****************************************************************** ************ failed to actually provide a service and I asked for a refund. ****************************************************************** Has said they would issue the refund for over a month now. They cant tell me when or why my refund is held up, but assures me its being reviewed by their refund department. When I call the refund department, they tell me they cant give me any information and then send me a refund agreement saying it was my fault there product sucked and I chose to give them money. They get to decide when and how much money I get back.

  Business Response

  Date: 03/07/2023

  We are not able to find an account using the name, phone number, email address, or address provided. We need the information linked to the paid Online Divorce account, please. 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19548628
  
  I am rejecting this response because screen shots were provided showing email correspondence to account services.  My email account is the account info.  Today a partial refund was issued.  No services rendered should equal full refund.  It was only after this complaint was filed a refund was considered.  Its truly a shame this scam artist is allowed to continue to do business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/01/2023

  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.

  THIS IS A SCAM!!! I was charged $159 wanting annulment papers and they were divorce papers and not only that, but they were BLANK! I could have just printed out blank forms on my own for free! Then I asked for them to give me annulment papers and for them to be FILLED OUT after taking a 40-page questionnaire and they stated I would have to pay another $159 and its not their fault the forms were blank, and I could try to find filled forms on their website. They claim to have a 100 percent satisfaction guarantee but now they won't provide me with a refund or give me what I paid for. DO NOT USE THEM!!!! Terrible customer service as well!

  Business Response

  Date: 03/07/2023

  We called and spoke to this customer about their forms and continue to work with them as we resolve this matter. The Annulment forms were processed and uploaded to their account. We will continue working with them to ensure they have what they need to file their case successfully. 

  Customer Answer

  Date: 03/07/2023

   
  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:02/20/2023

  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.

  started my account on FEB 17 2023. You start the website with the questionaire. I started to fill in the questionaire and it was not functioning correctly. To enter an international address I changed the country to *****. Then the website would list the counties in ******. Or keep the state portion required forcing you to list a state on the international address. Since it wasnt working correctly i processed a refund and they called me on the 20th. They immidiately starting asking personal information over the phone. I asked them to wait on the line for me to verify who they were. They said they would send me an email and hung up even though i was asking them to wait. They sent me an email stating since I have seen their questionaire (without submitting the quiestionaire as completed) I was not entitled to a refund. They also refused to address the issues I was having with the questionaire. This is a money grab from the second you access their website. STAY AWAY. BUYER BEWARNED. This is in place to take advantage of people going through a difficult time while scared of large legal bills. DO NOT EVEN ACCESS THE ***** You will be billed regardless if you recieve services or not. as soon as you access anything including post purchase services your on the hook to pay "You have to pay before you start anything so basically as soon as you start there is no refund. RUN!

  Business Response

  Date: 03/02/2023

  We reached out to this customer via email and have not heard back from them. When there are situations where an international address needs to be inserted into the forms, we offer to do this manually because our software does not accept international addresses. 

  Our refund policy states, " we, unfortunately, cannot ***** a refund in cases where a customer has accessed our post-purchase services, including our post-purchase questionnaires." This means this customer does not qualify for a full refund because they did access our post-purchase services. 
  
  Our refund policy can be found here:
  ********************************************
  
  We invite the customer to respond to our emails if they have questions or would like to discuss this further. We are happy to help. 
  

• Initial Complaint

  Date:02/03/2023

  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.

  Ordered online, for $159. I was lead to believe that they would serve the papers, at least file them. I came to a part in the questionnaire that needed my spouses answers. I looked up the refund, it lead me to policies and no where on it did it state anything about 50% refund if you ***** some questions. I called and spoke to some guy who said I didn't reas the policy on the right page, the page where the website led me to. THIS Business is a SCAM and preys on the vulnerable people who are seeking a divorce. SHAME.

  Business Response

  Date: 02/08/2023

  We reviewed the account history of this customer and then reached out to them via email. We told them that they did not qualify for a refund according to our refund policy. I quote from our refund policy, "We, unfortunately, cannot ***** a refund in cases where a customer has accessed our post-purchase services, including our post-purchase questionnaires." This customer did access their account and did begin to fill out the questionnaire, which is why they are not eligible for a refund. 
  
  Our policies can be found here: ********************************************
  
  We provide different services. The **************** this customer purchased does not include sending forms to the parties and to the court for filing. Our ***************** which is an additional charge, does coordinate with both parties, meets the service requirements, and we do send forms to the court for filing. 

• Initial Complaint

  Date:02/01/2023

  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 purchased what I thought was online divorce forms for ****** but it was more than I wanted to get involved with so I considered it a bad purchase on my part and accepted the responsibility for the bad purchase. But to my chagrin they started billing me a monthly fee that I did not notice until 5 months later. I sent an email telling them that I wanted the monthly fees refunded as I never requested extensions or accessed their site after the first time. They only refunded one month and never called just sent an email acknowledging they received my complaint. When I tried speaking to a customer service person, they only stated that I should have read all the pages of the website. Taking advantage of people who already by the nature of divorce are not in a good space is despicable. Who needs a subscription for divorce are they getting married every month? This is fraudulent at worst and deceitful at best. to even think of such a scam is truly evil!!

  Business Response

  Date: 02/03/2023

  We contacted this customer to let them know that the *** section of our website does let our customers know that after 30 days there will be a monthly fee for the subscription to the service. There are benefits to having a monthly subscription. For example, customers can access their forms and filing instructions, the help center tools, case management tools, and the support team by telephone and email. 
  We called this customer and followed up with an email. We believe we have resolved this matter. We invite the customer to reach out to us directly if they need further assistance. 

  Customer Answer

  Date: 02/08/2023

   
  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 refunded the 5 months as requested
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/27/2023

  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 filled out the requested info on the webpage which stated $159.00 to get the paperwork filled out for me for my divorce. The website did not state that once you fill out the form you are in fact paying $119.01 to supposedly get the paperwork filled out and then a recurring $39.99 for access to their website which you are unwittingly signing up for when paying for your divorce papers to be filled out. Then as soon as you pay it your phone starts to ring with a person on the other end of the line asking you to pay an additional $300.00 to get started. If you don't agree to this your phone does not stop ringing all day. I requested that they cancel the service and refund my money. I then went on their supposed website to cancel the service and could not find it anywhere. I had to ****** it to find a refund request email. Once I sent the request, I was told that I had to speak to them to cancel the service. I told them in another email that there was no need to speak to me on the phone to cancel the service and issue me a full refund. They refused and said that I could not get a refund of $39.99 because I had supposedly accessed their website when I filled out the questionnaire that they trick you into filling out to create the account with the reoccurring charge they don't advise you of. That I could only get back 50% of the $119.01 which is only $59.50. This is ridiculous for not doing anything, not providing any service, or providing any kind of product. I requested to cancel the service the very next day after the incessant phone calls requesting more money. They trick you into filling out the forms, creating an account and do not disclose what you are paying for or the fact that you are actually filling out the paperwork yourself, this is not what they advertise. I filed a claim with my bank to get the full refund and they had it canceled. I also received an email that they were going to charge my account the monthly $39.99 after I had canceled and had to call to ensure that they did not. To date I have not even gotten back the $59.50 no less the entire amount that I requested back.

  Business Response

  Date: 02/03/2023

  We have been in contact with this customer. We explained to them that since they did access the questionnaire (they answered over 1/3 of the questions), they are not eligible for a full refund. We also explained our refund policy, which can be found here: ********************************************. The Activation Fee is nonrefundable. 
  We worked with the customer and came to a resolution they agreed with. We invite the customer to reach out to us directly, should they have any questions or concerns. 
  

• Initial Complaint

  Date:01/02/2023

  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 used OnlineDivorce.com on 12/29/2022 and paid $159. I filled in basic info like address and if we had assets. We then realized we were going to need an actual lawyer and this website was not going to help. I got on and immediately emailed their customer service and requested a refund. On 12/30/2023 I hadn't heard anything so I called the number on the website and was told I'd be getting $59 back and that $40 was non refundable, and I said the numbers made no sense and asked what I was being charged for. I was told cause I filled out 17 of 54 of the questions I was being charged $110. I asked to talk to a supervisor and was told I'd get a call back. On 01/02/2023 I received an email from the supervisor saying I'd be receiving a refund of $49.50. So I called again and was told I would get a call. He called me back and explained exactly what I was already told and he could not tell me what services I used that I was being charged $110. He then told me I was paying for the employees to be there. I feel this business is a scam and is preying on vulnerable people that are going through the hardest times of their lives. I used absolutely none of their services so if they aren't going to give me a full refund I would like a break down of what I paid for. Thank you.

  Business Response

  Date: 01/06/2023

  We have a non refundable activation fee of $39.99. This is stated in our policies. We also state, "We 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."
  
  Our refund policy can be found here *******************************************
  
  This customer purchased the service, utilized the resources we provide them from their account, and accessed the questionnaire--they answered more than 50% of the questions. Our refund policies indicate that once a customer has used the questionnaire, they are not eligible for a full refund.  We explained this to the customer prior to them filing this complaint.
  
  We called the customer using the phone number she provided in her account. When we spoke to her she immediately said she did not want to talk to us and that she reported us to the BBB, and then terminated the call. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18672109
  
  I am rejecting this response because: I did not answer 50% of questions or utilize ANY services. 17 of 54 questions is not 50%. They didn't say refund wasn't guaranteed they said I would not be getting money **** because I used services and answered more then 50% of the questions. I requested $110, which is minus the non refundable fee of *****, which I understand. Again I would like to know what services I used? I literally answered 17 or 54 questions and then stopped and immediately that same day requested a refund and did not access the site anymore. They do not care about people or helping them. I was told by the supervisor when I asked what I was paying for he said for them to be there. That's not me utilizing their services. That's their job to provide customer service. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/15/2022

  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.

  onlinedivorce.com has provided me with bad service and potentially lost the $252.14 cashier's check I mailed to them to pay for my divorce filing court costs.First, there was a 3 week delay on their part sending me back my paperwork which they said needed two simple corrections. They demanded additional money to remail my paperwork for correction, but then failed to actually return my divorce paperwork for correction until I complained nearly three weeks later.Then, the package I received contained the wrong documents. I was expecting to receive back the divorce paperwork I had already mailed to them...specifically, the signed and notarized version which they said needed to be corrected. This package they mailed me was a fresh copy which assumed I had not already mailed in: the notarized version of my divorce paperwork, $252.14 cashier's check, and Child-in-Between course completion certificates. I asked them...Where are all of these? Are they lost? It's now been six days without an answer to my complaint.onlinedivorce.com's errors and slow processing time are unacceptable. I should receive a refund, at the very least for the extra two months their error will cost me in monthly fees. Plus, if they lost or stole my cashier's check, I expected to be refunded another $252.14 for that.The only way to communicate with my case worker (******) is via email, so I wrote to her: "Please expedite (via overnight mail) the correct divorce paperwork so my notary public can correct his error. In this mailing, include an overnight mail return envelope. Then, overnight all my divorce paperwork, cashier's check, and Child-in-Between course completion certificate to the Cleveland County, ******** Courthouse for filing."It's apparent onlinedivorce.com's business strategy is to delay as long as possible, in order to increase the monthly fees clients are forced to pay.

  Business Response

  Date: 01/12/2023

  We apologize for the frustrations this customer experienced, especially during an already stressful time. We did not lose their money order, and their case was successfully filed in December. Everything is proceeding with this case as it should, and we have regularly been communicating with the customer. They were refunded for two monthly subscriptions on December 16th. 

  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:12/11/2022

  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.

  On Nov. 3, 2022, I tried to file a form on OnlineDivorce.com. I stopped before finish filling the form, but I was still charged by them for $159.00. And I also got an recursive monthly charge for $39.99. This is unauthorized. I request OnlineDivorce.com stop unauthorized charge, and a full refund of the previous charges. I also request an official apology letter from OnlineDivorce.com.

  Business Response

  Date: 12/16/2022

  This customer did not reach out to us directly; they came to the BBB to request a refund. We reviewed their account history and refunded them for services they did not render. We informed the customer and we believe they are satisfied with the resolution.