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:12/07/2022

  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.

  11/19/2022 I filed a divorce online with this company who advertises the following:"OnlineDivorce Official Site - ********** Divorce Online $159 ...No Hidden Fees. ""Do it yourself divorce ** - ** Divorce for only $159"When I saw that they only provide the free forms on the ****** website, I asked for a refund immediately as they took my $159 for a divorce but wanted another several hundred to "file it".They refunded $119, but would not refund $39.99 fee. I went back and forth with them and even to management. This is 100% misrepresentation from the company's advertising. I want 100% of my money back. I want them to disclose more on their advertising so others do not fall for the same lies. This is a challenging time for people and to take advantage of vulnerable people is sinful. Thank you for your help. Sincerely, *************************

  Business Response

  Date: 12/13/2022

  We tried to call this customer but the phone briefly rang and was disconnected. We sent a follow up email to the customer letting them know we tried to call. The customer does not believe us. Some phone providers block our number and this is out of our control.
  
  Our refund policy states the following:
  "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...we, unfortunately, cannot ***** a refund in cases where a customer has accessed our post-purchase services."

  https://www.onlinedivorce.com/policies/
  
  We reviewed the account history for this customer. They were refunded for the service they did not render. However, the $39.99 activation fee is non-refundable, as stated in our refund policy. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18538462
  
  I am rejecting this response because: 1. the advertising is 100% deceiving and is a misrepresentation of the service. The ad states that "DO-IT-YOURSELF DIVORCE, CA DIVORCE FOR $159".

  After you pay the money, they take your BASIC information (names, addresses, etc) BUT do not file divorce for you - that is an ADDITIONAL hundreds of dollars.

  No one called me, I did receive an e-mail but it did not address the false advertising for CA DIVORCE $159.  I told this person that I have a perfectly working iphone and did not miss any calls.  The manager when I first complained offered the same response, and I had no missed calls from him either.  I can only guess that this is part of their game. I know very well how to operate an iphone and when I receive or miss any calls.  If I do not get this money returned in a timely fashion through BBB, I will be reporting them to all other agencies that fall atop the jurisdiction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/23/2022

  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 am once again feeling forced to file a complaint on BBB, which I have never done for any other business, but I am desperate for my divorce case to move forward and I see no other option. I have paid for their ******** Services which is supposed to help with serving the documents to my spouse. On top of that I have been paying the subscription monthly plus other fees. They said at some point in other words that they forgot about the documents they received from court because of some system error and they have been sitting in their office for 2 months now!!! I have been trying to communicate with them but they keep delaying for no reason at all. The waiting time from receiving the files from court until serving the spouse should have been **** days. The last excuse is that they "work with a timeframe" and the service can't be expedited. So now my files are in the mailing department. How difficult is it to put documents in an envelope and mail them? I assume this means that they're waiting for my divorce case to be dismissed by the court, as the 60 day deadline since filing the petition is in a few days. That will mean I have to start the entire divorce **************** again. They refuse to fulfill their part of the agreement in time and can't communicate a clear date either. I have asked them a few times to at least give a refund and let me know so I can find someone else to serve the papers but I am not getting any clear answers. This is extremely stressful and this company is preventing me and many others in my situation from moving on with our lives.There have been so many delays in the process and it seems like the point is to keep paying for the monthly subscription.

  Business Response

  Date: 12/01/2022

  We will never intentionally do anything to our customers that can cause a case to be dismissed. Mistakes do happen, but we earnestly try to do our best to ensure we are assisting each of our customers as promptly as we can. To our knowledge, this customer is not in jeopardy of having their case dismissed. 
  We did mail the respondent their documents, as promised, and we provided this customer with the **** tracking information. We will continue to provide platinum service for this customer.
  It is not a requirement that customers pay the monthly subscription fee. They can choose to cancel their subscription at any time.

• Initial Complaint

  Date:11/21/2022

  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.

  November 16 I received an reply from online divorce stating my case was past the time frame and a escalation was to be made and a case worker would reach out to me. This never happened. I have paid all necessary fees to get my divorce filed. I have to call every other day just to get a update on my case. No one has answered my question. Every agent says its in the mailing department My forms were ready to be filled since October 14 2022. Its been more than **** business days. Now no one will answer my emails or tell me the reason why they wont file my divorce papers. We are eagerly awaiting our divorce. No tracking number has been provided, my case worker wont reach out to me. This business is very unprofessional. There website says 100 percent satisfaction and that theyre the industry leading divorce company. If this is true then stand by your word and conduct business.

  Business Response

  Date: 11/22/2022

  We called and left a voice message for this customer and followed up with an email. We let them know we sent their documents to the court and sent them their final packet of documents. We provided the customer with tracking numbers for both packets and we have completed their ***************** We invite this customer to respond to our email if they have questions or concerns. 

• Initial Complaint

  Date:11/16/2022

  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.

  I purchased the platinum package at onlinedivorce.com on 7-6 after speaking with *********************** (******.*****@onlinedivorce.com) via email on 7-6 at which time I was told this process would take ***** days. My credit card was chard $159 on 7-7, $299 ( for the Platinum) on 7-8, $39.99 on 8-6-22, and $35 on **** (supposedly the $35 was to expedite services) thinking this would get my paperwork sent quicker. Approximately a week later on **** I got an email shipping notification that my docs had been sent for me to sign.it I received them the following week on **** Once i received them i was able to get the filled out, signed and notarized &sent back to them the next week along with a money order in the amount of $167 payable to the court for the filing fee. They told me they had received my signed paperwork &money order the following week. All this time (Sept, Oct and Nov) had still been in communication with *********************** via email & many others by phone and was told every time that the paperwork was being reviewed to make sure everything was correct, when they said they had it the first week of September. As well as calling them 4-5 times a week only to be told they are reviewing the paperwork and each time telling me it was being escalated. On ***** i went to my login and it showed my progress of my divorce at 64%and said we have received necessary docs back from the ********** are reviewing them. Once we have sent the forms to your spouse for signing you will receive an email with an updated status. I followed up and called the court in the county in which it was to be filed & they said they had no record of anyone filing anything on my behalf. For the past 4 weeks I have been told that it has been sitting in the mailroom waiting to be shipped. My last call to them on **** I was told my paperwork had been sitting in the mailroom for the past weeks because everyone in the mailroom had been fired except one person . Zero progress since i returned my signed docs!!

  Business Response

  Date: 11/22/2022

  We have been in contact with this customer. We explained to them the situation and the reason for the delay. We provided the customer with the tracking number for the packet of forms that were mailed and we will continue to assist them with their *****************

• Initial Complaint

  Date:11/14/2022

  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.

  I started my divorce back in February I was told it would take 1 to 3 months it has been over seven months now and Ive paid close to $8900 and I still have not have a resolution to my situation . And I want a full refund thank you sincerely *****************************

  Business Response

  Date: 12/02/2022

  As part of our ***************** we do our best to ensure there are no errors with forms before filing them with the court. We have sent this customer and their spouse their forms multiple times, and each time there have been issues that could cause the court to reject their filing. We have contacted this customer each time and explained what they need to do to fix the errors.
  Since receiving this BBB complaint, we have contacted this customer, trying to resolve this matter with them. We provided them with several options for proceeding, including canceling service with us. We await their response so we know how to assist them best. 

• Initial Complaint

  Date:11/10/2022

  Type:Order 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 changed my **************** card without my permission! I never used their services. I called my card to let them know & charges were still going through for months . I called the divorce number that was on my ************** just gave me the run around since they said I dont have an account with them. So 0theres no way that they would charge me.. Then why is showing up on my account from aug 8 $89.95 Aug 17 $39.99 , sep 16 $39.99 , Oct. 27 $119.99 & Oct 27 $20. they didnt know or could help. I have the reference number for each ****************** of everyone on my credit card statement. So what do I do or go from here?? Help please

  Business Response

  Date: 11/29/2022

  We tried everything we can to locate an account and find the credit card transaction associated with this case. We have no record of the charges, and we have encouraged ***************** to work with her bank to dispute the charges that were made to her card. We have done what we can to help resolve this.

• Initial Complaint

  Date:11/05/2022

  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.

  Ive paid over $500 dollars for divorce paperwork and have not received my documents for filing with the courts. ** live to receive a refund for the money I paid to have the forms mailed. Its been over a month and I am not having success with directly contacting complete case. I can no longer access the site to show where I paid for the mailing.

  Business Response

  Date: 11/08/2022

  Before our **************** can begin, the customer needs to confirm their mailing address. Once this is done, we can begin the ****************. We contacted this customer to let them know the reason we hadn't mailed them their documents is that this needed to happen first. The customer does have access to their account and they confirmed their shipping address and we have mailed them their documents. 

• Initial Complaint

  Date:11/04/2022

  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 the **************** and stayed subscribed for two months. I am no longer subscribed but still waiting for service.I have since experienced two total lapses in communication with this service.The first time, they failed to send me my document package because my case worker put the incorrect address on it and it was sent back to them. (Yes, I had provided the correct one.) Nothing was done about it and I was not contacted. I didn't find out about it until I called several times.The second time (now), my case has been in a total stand-still for almost a month as I wait for a response to an email. The first time I called for answers, the rep told me that they never received the email that I sent on 11 Oct 2022. I sent a PDF print out of the email through the site to prove that I did send it. She said she would inform my case worker. I got no response so I called again today. This time, they told me my case worker's name was ************************* and that they would email the form to me. He said I should see it today. I have very little faith that I will see this email and even less faith that when I send the form to them via **** that it will reach my case worker or the court. Nothing I have seen so far has made me feel that this is even a legitimate business. I am very concerned.

  Business Response

  Date: 11/09/2022

  We have been in contact with this customer. There was an issue with the forms, that were sent to the court. We explained to this customer what needs to be fixed and provided detailed instructions on how to resolve the issue. The customer thanked us for our help and let us know they are satisfied with our attention to this matter. 

  Customer Answer

  Date: 11/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but I don't find that my concern is resolved until the service has completed. They have responded to the current issue and I am very happy with how they plan to resolve it. That being said, we still have a long way to go before I receive the complete service that I paid for up front. The forms will still need to be refiled with the court and it has been twice now that I have experienced a large lapse in communication. I am very concerned that this will happen again before the end of the process. I would like to keep my complaint open until the entire process has completed. If there are no further issues down the line I will happily withdraw my complaint.

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

• Initial Complaint

  Date:11/01/2022

  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.

  Jumped through all the hoops as directed and signed everything requested, the Second time... First time documents mailed didn't make it to mailbox as said did according to tracking, so $75 more spent to resend documents, which finally arrived, signed papers, along with $350 money order for court fees. That was Sept 15th.signed forms along with $350 money order from post office next day and waited. Finally on Oct 22nd received email there was something wrong with the paperwork, $350 money order missing... Hard to believe would be missing when was paperclipped to signed documents and in a post office envelope sealed tight, it is Nov 1st now and repeatedly emailed and response is has been escalated to caseworker numerous times about missing money order... Just feels like a scam and is not acceptable

  Business Response

  Date: 11/08/2022

  We have notified this customer to let them know we did receive their money order and we did send their documents to the court. We will continue to provide **************** for this customer.  

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18345816
  
  I am rejecting this response because:, for the reason when process is  fully done and completed completely is when I will be satisfied with divorce documents in my hand
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2022

  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 have been trying to work with this company now since 2020. Payed for the premium service and all. The first go around was pretty helpful. But some papers were filed wrong and needed to be redone. Super easy to fix right? I thought so till the progress tracker has been stuck in the wrong spot for endless months now, so many Ive lost count. The papers were redone and sent to the spouse for signing and was given tracking numbers. Then when I look them up. They dont exist in **** system at all. I contacted the company for an explanation as to why they were sent to spouse but the tracker said they were still reviewing initial court forms. As well as tracking numbers not existing. I repeatedly asked for a supervisor and all I got was attitude from whatever employee I was working with and refused to connect me to a supervisor. The only answer I got was heres tracking numbers its on them we cant do anything. Cool heres your answer bye. After almost three years of dealing with this and however much money Ive spent with poor service and sketchy tracking. Im about to cut my losses. I just want this done.

  Business Response

  Date: 11/03/2022

  After reviewing the account history for this customer, there have been several issues that have delayed the process of their ***************** This is not due to negligence on our part. 
  The most recent delay, which the customer mentioned in their message, is we mailed the Respondent their documents but we have not received the completed documents back from the Respondent. 
  As part of our resolution, we offered to resend the Respondent their documents. We talked to the customer on the phone and we emailed them the **** tracking numbers, so they can track the packet we mailed. Once we receive the completed documents from the Respondent, we will finish the **************** for this customer.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18340884
  
  I am rejecting this response because: it was indeed negligence on the businesses part. After multiple calls of attitude, invalid/expired tracking numbers, improper information. As well as faulty progress updates through website. My progress has been delayed for years now. While the company did reach out and offer a solution. I do not believe it is fair to 100% dismiss responsibility. 
  
  Sincerely,
  
  ***********************