Initial Business Response /* (1000, 5, 2015/11/27) */
Contact Name and Title: ***, Manager
Contact Phone: ***
Contact Email: ***
Thank you for your commentsOur records show you have made two phone calls to our office onlyThe first agent
offered the $courtesy refund for the current month and cancelled your subscription, the 2nd agent you spoke with on the same day explained the offer you selected and offered the 2nd courtesy refundThere is no call with an agent regarding refunding the entire amount as this is not possible due to the age of the charges
When you created your bill of sale, you selected the day free trial subscription offerThat offer does state the need to cancel within days or the account converts to the monthly subscription plan of $per month until cancelledWhen you are on the credit card page, we repeat the offer detailsOn the next page, you see your printable receipt which also has the terms on the bottom of the receiptWe also sent an email moments after you selected the day free trial subscription offer which has a bolded paragraph stating the need to cancel and the date and exact time to cancel by appear in the email
We also sent you an email when billing commenced
We have no cancellation on file until you called on November 24/At that point, your account was cancelled and between the two agents you spoke with, the maximum month refund has been issuedThe refunds do take 3-business days to fully process
I will never recommend this service as it is unintentionally deceptiveFree in my vocabulary and understanding of the word free has been changed thanks to your practices I can no longer trustPerception of all internet driven business are in need of social and ethical changes It is a shame that $that is dumped into your coffers for months without services rendered during those months after I had purchased a form
OK, let me give you some balance here My first impression of Law Depot is positive And I am an attorney at law Some areas of law are "form driven." What the consumer needs is the basic language with a few spots to fill in the specific details of the situation and userThat is exactly what I needed (an out-of-state POA form), and what I have received, at no cost I found the site easy to use And I understand I need to either cancel the service within a week (a specific date/time was given), or elect to subscribe at either $a month (a couple Starbuck coffees) I read the negative comments posted belowClearly these were people who either expect something for nothing, or already have a negative attitude about lawyers Again, at this point I am giving Law Depot the thumbs up!
Initial Business Response /* (1000, 5, 2016/03/15) */
As we discussed by telephone, you had actually selected the day free trial subscription offer on November 13/and did not cancel the account until you called on March 4/You did not select the one time Basic offer which was also
presented to you on the license selection pageAt that time of your call, our agent cancelled the account and offered the refund for the most recent charge of February 20/Since then, you have been refunded the December 20th and January 20th charges on March 7th
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that money has been refunded, upset it had to come to this
Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for your feedback ***
I apologize if you feel we have not provided enough information regarding our day trial offer
To clarify, our trial offer is free for a one week periodDuring that time, you can create,
download and print as many documents as you needYou can cancel at any time and there is no obligationYou simply need to cancel the subscription by typing cancel in the search window, or accessing live chat or phone and we'll cancel it for you within the seven day windowYou also receive an email recapping the offer details and the date and time to cancel by appear in the email.You will also receive an email on the first day of billing should that occur to remind of the need to cancel
We do have you enter your credit card information for uninterrupted access to your documentsThere are no charges or pre-authorization to the card if the trial offer is cancelled within the seven day trial period
I have issued a week courtesy license for you for Service Agreement documentsYou can edit and print as many Service Agreements as you need until September 17/
Please let me know if I can be of further assistanceMarketing is aware of your comments
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If it's a free trial then entering a credit card should not be an issue.***
Thank you for your comments ***
Our office locations are listed under Help>Help Center then click on View Mailing AddressesWe service US, Canada, UK and AustraliaDocuments are prepared by attorneys and are specific to the various countries and jurisdictions
Some
financial institutions or credit cards may have a foreign fee so that is determined by the type of account you may haveCustomers may or may not be assessed that feePayment processing is cleared through Canada
If you are interested in maintaining an account with us, and I hope you will, I would suggest you convert to the yearly plan for only $If you convert, I can refund the March to May charges for $each but we'll have to do that quickly before the refund window expires for MarchTo upgrade log into your account, hover on your email address and click My AccountOn the My Account page, click the Subscription tabYou will see the green upgrade buttonIf you do choose to upgrade, please call me at *** extension *** so I can complete the refunds for youFeel free to call me if you have other questions or concerns
Initial Business Response /* (1000, 6, 2014/04/23) */
Thank you for your inquiry.I apologize if you experienced any frustration
You had selected the day free trial on March 20/and you did cancel it the same dayWhen you selected the free trial, you also clicked on the request to
review your document for $
You sent us an email after we had closed on April 17/and we were closed on Good FridayUpon our return on Monday, April 21/14, we did reply to your email and we clarified that we had refunded the $peace of mind review that you clicked on in errorThe refund does take up to business days to fully process back to your credit card
The charge that occurred had nothing to do with the day free trial, you inadvertently clicked on the request to review your document which we refunded as soon as we responded to your email
Please let me know if you need further assistance
Regards,
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/04) */
When you called us on December 23/15, we advised you there was no cancellation on file by phone, chat or email. As a courtesy, the November 30th charge was refunded on December 23/15. I have checked our date base and there has been no...
cancellation for this account. When you cancel online, you receive an immediate confirmation on the screen that the account is cancelled AND you also receive an email within moments confirming your cancellation. We are not attempting to scam you in any way.
Initial Business Response /* (1000, 5, 2016/04/29) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download and...
print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
You do enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.
Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You advertise this service for free. I should not have to take additional responsibility to cancel a credit card # within a time frame. [redacted]
Initial Business Response /* (1000, 5, 2014/03/06) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day free trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download...
and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we\'ll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.
The documents are all prepared online so you do need to enter your name and email address in order to create and save the document for future editing and printing. The information is saved on our safe, heavily encrypted site so you can return to the document if needed.
I have forwarded your comments to our marketing team and I know they closely monitor customer activity on the website page by page. Changes are made based on customer feedback as well as overall navigation on the site. We have also used customer focus groups to help us determine marketing wording and website content. Much details goes into planning each page.
Please let me know if I can be of further assistance. I appreciate your feedback and we\'ll continue to work on our web site to improve all areas of service.
[redacted]
Manager, Customer Support
X-XXX-XXX-XXXX extension [redacted]
LawDepot.com
Please let me know if I can be of further assistance. I appreciate your feedback and we\'ll continue to work on our web site to improve all areas of service.
Initial Business Response /* (1000, 5, 2015/01/06) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day free trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download...
and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.There is also no pre-authorization to the card.
If you select the 7 day free trial, we send you an email confirmation within moments and the cancellation steps appear in the email as well as the date and time to cancel by. Your receipt also contains the same information. We also send an email on the first day of billing should that occur.
Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service. I have forwarded your comments to our marketing team.
[redacted]
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX extension [redacted]
Initial Business Response /* (1000, 13, 2015/07/28) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download and...
print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.Your receipt also provides the same information and we do also send an email should billing begin to remind you of the subscription.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period. If you do not have a credit card, [redacted] is also an option. In order to select a license to print your document, you do need to have either a credit/debit card or [redacted].
Our website may not be for everyone and we apologize if you are not able to complete your transaction. You do not have an active account so your information is not saved on our server. Your browser may temporarily retain information until you log off your computer or clear your browser history.
Thank you for your comments. Our customer support team is available Monday to Friday, 8am to 7pm ET.
Initial Business Response /* (1000, 5, 2014/05/07) */
Good morning [redacted],
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you...
can create, download and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email and the same information will appear on your receipt.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period. Customers can also select PayPal as an option. There are no preauthorized charges to the credit card.
You mentioned you needed the document quickly and we find that most customers are in need of documents immediately for personal events such s surgeries, evictions etc. We present the documents first followed by the final check out process for that reason.
If you still need the document, I have provided a two week license for the release waiver. You can edit, create and print as many as you need until May 21/14. The license will automatically expire on that date. The account you created is a free account which has no billing associated with it at all.
Thank you again for your feedback.
[redacted]
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/10/10) */
Good morning [redacted],
I apologize if you had an issue preparing your document. The information you had entered was not stored on our server at all. Your browser retains the information you entered until such time as you leave the website...
and visit another website, or you can clear your cookies/cache from the browser history. The answers were never saved to our server as you did not select a license option.
When you start a document, after you complete the answer template, you are presented with the 3 license options One of the options is the free 7 day free trial option.I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.As an alternative, customers can also select the one time Basic license option which provides 2 week access to one document type and that option self expires after two weeks. Documents range in price from $10.00 to $40.00
Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service. I have passed [redacted] comments to our marketing team.
Regards,
[redacted]
Manager, Customer Support
X-XXX-XXX-XXXX extension 313
I have a very small incorporated business between me and my husband, for which I was required to submit shareholder agreement by the bank for business loan. I used free trail subscription from lawdepot.ca, created the documents and cancelled the subscription within an hour. It seemed scary when they asked for credit card number up in front (even for free trail ) but the customer service was so good as they not only help me to save thousands $$ for lawyer fees for creating the document but also guided thru downloading the document and later cancelling the subscription..
Highly recommended.
Initial Business Response /* (1000, 5, 2016/02/03) */
Our records show you did create the Power of Attorney document and at that time, you selected the 7 day free trial subscription offer on Sept 10/15. There was no cancellation on file by telephone call, chat, email or ticket until you...
contacted us on January 15/16. At that time our agent explained the details of your account and offered a courtesy refund for the January charge. You refused the refund as you wanted the entire amount returned to you. During that conversation, you did acknowledge that you did not cancel the 7 day trial offer. The offer is not based on usage so you may create one document or hundreds, we do not monitor the number of times you access your account or documents. The subscription provides access at any time if you need to prepare documents.
On the license selection page, we have three license choices: the 7 day free trial subscription offer, one time Basic offer and the yearly offer. You chose the 7 day free trial subscription offer and the terms of the offer are on that page for you to review. On the next page, the information regarding cancellation appears again and on the next page which is your receipt, we again repeat the same information regarding cancellation. Within minutes of selecting that offer, we also sent you and email outlining the terms of the offer and the date and time to cancel by appear in bolded font. We also sent you an email on September 18/15 when billing commenced.
I have issued two courtesy refunds for you in the amount of $34.65 each. The refunds do take 3-5 business days to fully process. Without proof of cancellation, no further refunds would be forthcoming. The number that you said was on your credit card statement should be [redacted], not the number you have listed. I will have our finance team check that.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Justice is not yet fully served, so Law Depot's response is, regretfully unacceptable to me. You'd recall that Law Depot debited my credit card for five months continuously, and have managed to refund only two months.
Unless, Law Depot is able to clearly demonstrate that I visited their website more than once, and used/benefited from their service, I don't understand under what premise they feel entitled to my money.
In my well considered view, Law Depot have no moral right to hold unto three months worth of deduction from my credit card after I visited their website JUST ONCE and didn't find their service useful.
Initial Business Response /* (1000, 5, 2014/12/11) */
Good morning [redacted],
Thank you for your comments.
Yesterday, you inadvertently selected the one year license option. That option says " 1 Year Pro License, $7.99 per month, prepaid for one year". That is the $95.88 option. On...
the credit card page, that amount is clearly displayed at the top right hand side of the page and there is a "Change Order" button right below the $95.88 amount. This allows you to go back and reselect a different license option if needed. Your receipt displays the amount and we send you an email within moments confirming your license selection and any charges.
Yesterday, your account was cancelled and deleted as you requested. Our customer support representative also issued the full refund yesterday morning and that refund has been sent to the bank for processing already.
The three license options are displayed and do contain the information you need to make your selection and the amounts are summarized on the next page and again on the receipt and email we sent out moments after the purchase. We refunded as soon as you contacted us.
I will pass your comments to our marketing team for review.
If you have further questions, please feel free to contact me directly at my toll free telephone number.
Regards,
[redacted]
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX extension [redacted]
Initial Consumer Rebuttal /* (3000, 12, 2014/12/24) */
Todays date is 12/23/2014. I have allowed 10 Business days as promised for my refund. To date, The $96.88 taken from my account has not been refunded.
[redacted]
Final Business Response /* (4000, 14, 2014/12/29) */
Good day,
I have checked with our payment processor and we issued the refund to them on December 10/14 and normally it only takes a few days for them to process and send the refund to the credit card company/bank. For some reason, they only settled the refund on December 22/14 which would be the date they sent it to the bank/credit card company. You would therefore see the $95.88 refund a few days after December 22/14.
Our accounting manager has already contacted the payment processor to ask them why it took so long to settle the refund. We certainly apologize for any delay you experienced. In good faith, we processed the refund on our end very quickly but we were not aware there would be such a delay on the payment processor end.
Please let me know if you need further assistance. We wish you all the best in the New Year.
[redacted]
Manager, Customer Support
X-XXX-XXX-XXXX extension [redacted]
Initial Business Response /* (1000, 10, 2016/03/30) */
[redacted]s, thank you for your comments. You had originally selected the 7 day free trial on August 14/14 and prior to checking out, we advise you of the 7 day free trial and the need to cancel within 7 days or the account converts to the...
$33.00 monthly charge until cancelled. We sent an email recapping the offer and the cancellation date and time to cancel by appears in bold font in that email. We also sent an email on August 22/14 advising you your membership had started. Each email contains contact information so you can call us or go online to cancel if needed. Your receipt also summarized the offer details and the date and time to cancel by also appears on the receipt.You also have online access or a monthly bank statement reflecting charges.
You contacted us on March 24/16 and at that time, our agent cancelled the account and issued a courtesy refund. I was able to refund one additional charge this morning. No other refunds are possible due to the age of the charges. If you had cancelled as per the terms of the offer you selected, there would have been no further charges. Please contact me directly at[redacted] extension [redacted] so we can discuss this further.
Initial Business Response /* (1000, 5, 2015/11/27) */
Contact Name and Title: ***, Manager
Contact Phone: ***
Contact Email: ***
Thank you for your commentsOur records show you have made two phone calls to our office onlyThe first agent
offered the $courtesy refund for the current month and cancelled your subscription, the 2nd agent you spoke with on the same day explained the offer you selected and offered the 2nd courtesy refundThere is no call with an agent regarding refunding the entire amount as this is not possible due to the age of the charges
When you created your bill of sale, you selected the day free trial subscription offerThat offer does state the need to cancel within days or the account converts to the monthly subscription plan of $per month until cancelledWhen you are on the credit card page, we repeat the offer detailsOn the next page, you see your printable receipt which also has the terms on the bottom of the receiptWe also sent an email moments after you selected the day free trial subscription offer which has a bolded paragraph stating the need to cancel and the date and exact time to cancel by appear in the email
We also sent you an email when billing commenced
We have no cancellation on file until you called on November 24/At that point, your account was cancelled and between the two agents you spoke with, the maximum month refund has been issuedThe refunds do take 3-business days to fully process
I will never recommend this service as it is unintentionally deceptiveFree in my vocabulary and understanding of the word free has been changed thanks to your practices I can no longer trustPerception of all internet driven business are in need of social and ethical changes It is a shame that $that is dumped into your coffers for months without services rendered during those months after I had purchased a form
OK, let me give you some balance here My first impression of Law Depot is positive And I am an attorney at law Some areas of law are "form driven." What the consumer needs is the basic language with a few spots to fill in the specific details of the situation and userThat is exactly what I needed (an out-of-state POA form), and what I have received, at no cost I found the site easy to use And I understand I need to either cancel the service within a week (a specific date/time was given), or elect to subscribe at either $a month (a couple Starbuck coffees) I read the negative comments posted belowClearly these were people who either expect something for nothing, or already have a negative attitude about lawyers Again, at this point I am giving Law Depot the thumbs up!
Initial Business Response /* (1000, 5, 2016/03/15) */
As we discussed by telephone, you had actually selected the day free trial subscription offer on November 13/and did not cancel the account until you called on March 4/You did not select the one time Basic offer which was also
presented to you on the license selection pageAt that time of your call, our agent cancelled the account and offered the refund for the most recent charge of February 20/Since then, you have been refunded the December 20th and January 20th charges on March 7th
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that money has been refunded, upset it had to come to this
Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for your feedback ***
I apologize if you feel we have not provided enough information regarding our day trial offer
To clarify, our trial offer is free for a one week periodDuring that time, you can create,
download and print as many documents as you needYou can cancel at any time and there is no obligationYou simply need to cancel the subscription by typing cancel in the search window, or accessing live chat or phone and we'll cancel it for you within the seven day windowYou also receive an email recapping the offer details and the date and time to cancel by appear in the email.You will also receive an email on the first day of billing should that occur to remind of the need to cancel
We do have you enter your credit card information for uninterrupted access to your documentsThere are no charges or pre-authorization to the card if the trial offer is cancelled within the seven day trial period
I have issued a week courtesy license for you for Service Agreement documentsYou can edit and print as many Service Agreements as you need until September 17/
Please let me know if I can be of further assistanceMarketing is aware of your comments
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If it's a free trial then entering a credit card should not be an issue.***
Thank you for your comments ***
Our office locations are listed under Help>Help Center then click on View Mailing AddressesWe service US, Canada, UK and AustraliaDocuments are prepared by attorneys and are specific to the various countries and jurisdictions
Some
financial institutions or credit cards may have a foreign fee so that is determined by the type of account you may haveCustomers may or may not be assessed that feePayment processing is cleared through Canada
If you are interested in maintaining an account with us, and I hope you will, I would suggest you convert to the yearly plan for only $If you convert, I can refund the March to May charges for $each but we'll have to do that quickly before the refund window expires for MarchTo upgrade log into your account, hover on your email address and click My AccountOn the My Account page, click the Subscription tabYou will see the green upgrade buttonIf you do choose to upgrade, please call me at *** extension *** so I can complete the refunds for youFeel free to call me if you have other questions or concerns
Initial Business Response /* (1000, 6, 2014/04/23) */
Thank you for your inquiry.I apologize if you experienced any frustration
You had selected the day free trial on March 20/and you did cancel it the same dayWhen you selected the free trial, you also clicked on the request to
review your document for $
You sent us an email after we had closed on April 17/and we were closed on Good FridayUpon our return on Monday, April 21/14, we did reply to your email and we clarified that we had refunded the $peace of mind review that you clicked on in errorThe refund does take up to business days to fully process back to your credit card
The charge that occurred had nothing to do with the day free trial, you inadvertently clicked on the request to review your document which we refunded as soon as we responded to your email
Please let me know if you need further assistance
Regards,
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/04) */
When you called us on December 23/15, we advised you there was no cancellation on file by phone, chat or email. As a courtesy, the November 30th charge was refunded on December 23/15. I have checked our date base and there has been no...
cancellation for this account. When you cancel online, you receive an immediate confirmation on the screen that the account is cancelled AND you also receive an email within moments confirming your cancellation. We are not attempting to scam you in any way.
Advertise as free - but they require a credit card!!!! [redacted]!!!!!
Initial Business Response /* (1000, 5, 2016/04/29) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download and...
print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
You do enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.
Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You advertise this service for free. I should not have to take additional responsibility to cancel a credit card # within a time frame. [redacted]
Initial Business Response /* (1000, 5, 2014/03/06) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day free trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download...
and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we\'ll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.
The documents are all prepared online so you do need to enter your name and email address in order to create and save the document for future editing and printing. The information is saved on our safe, heavily encrypted site so you can return to the document if needed.
I have forwarded your comments to our marketing team and I know they closely monitor customer activity on the website page by page. Changes are made based on customer feedback as well as overall navigation on the site. We have also used customer focus groups to help us determine marketing wording and website content. Much details goes into planning each page.
Please let me know if I can be of further assistance. I appreciate your feedback and we\'ll continue to work on our web site to improve all areas of service.
[redacted]
Manager, Customer Support
X-XXX-XXX-XXXX extension [redacted]
LawDepot.com
Please let me know if I can be of further assistance. I appreciate your feedback and we\'ll continue to work on our web site to improve all areas of service.
Initial Business Response /* (1000, 5, 2015/01/06) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day free trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download...
and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.There is also no pre-authorization to the card.
If you select the 7 day free trial, we send you an email confirmation within moments and the cancellation steps appear in the email as well as the date and time to cancel by. Your receipt also contains the same information. We also send an email on the first day of billing should that occur.
Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service. I have forwarded your comments to our marketing team.
[redacted]
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX extension [redacted]
Initial Business Response /* (1000, 13, 2015/07/28) */
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download and...
print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.Your receipt also provides the same information and we do also send an email should billing begin to remind you of the subscription.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period. If you do not have a credit card, [redacted] is also an option. In order to select a license to print your document, you do need to have either a credit/debit card or [redacted].
Our website may not be for everyone and we apologize if you are not able to complete your transaction. You do not have an active account so your information is not saved on our server. Your browser may temporarily retain information until you log off your computer or clear your browser history.
Thank you for your comments. Our customer support team is available Monday to Friday, 8am to 7pm ET.
Initial Business Response /* (1000, 5, 2014/05/07) */
Good morning [redacted],
Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you...
can create, download and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email and the same information will appear on your receipt.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period. Customers can also select PayPal as an option. There are no preauthorized charges to the credit card.
You mentioned you needed the document quickly and we find that most customers are in need of documents immediately for personal events such s surgeries, evictions etc. We present the documents first followed by the final check out process for that reason.
If you still need the document, I have provided a two week license for the release waiver. You can edit, create and print as many as you need until May 21/14. The license will automatically expire on that date. The account you created is a free account which has no billing associated with it at all.
Thank you again for your feedback.
[redacted]
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/10/10) */
Good morning [redacted],
I apologize if you had an issue preparing your document. The information you had entered was not stored on our server at all. Your browser retains the information you entered until such time as you leave the website...
and visit another website, or you can clear your cookies/cache from the browser history. The answers were never saved to our server as you did not select a license option.
When you start a document, after you complete the answer template, you are presented with the 3 license options One of the options is the free 7 day free trial option.I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
To clarify, our trial offer is free for a one week period. During that time, you can create, download and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.As an alternative, customers can also select the one time Basic license option which provides 2 week access to one document type and that option self expires after two weeks. Documents range in price from $10.00 to $40.00
Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service. I have passed [redacted] comments to our marketing team.
Regards,
[redacted]
Manager, Customer Support
X-XXX-XXX-XXXX extension 313
Free + Credit card and subscription. [redacted], I will NOT be using this service.
I have a very small incorporated business between me and my husband, for which I was required to submit shareholder agreement by the bank for business loan. I used free trail subscription from lawdepot.ca, created the documents and cancelled the subscription within an hour. It seemed scary when they asked for credit card number up in front (even for free trail ) but the customer service was so good as they not only help me to save thousands $$ for lawyer fees for creating the document but also guided thru downloading the document and later cancelling the subscription..
Highly recommended.
Initial Business Response /* (1000, 5, 2016/02/03) */
Our records show you did create the Power of Attorney document and at that time, you selected the 7 day free trial subscription offer on Sept 10/15. There was no cancellation on file by telephone call, chat, email or ticket until you...
contacted us on January 15/16. At that time our agent explained the details of your account and offered a courtesy refund for the January charge. You refused the refund as you wanted the entire amount returned to you. During that conversation, you did acknowledge that you did not cancel the 7 day trial offer. The offer is not based on usage so you may create one document or hundreds, we do not monitor the number of times you access your account or documents. The subscription provides access at any time if you need to prepare documents.
On the license selection page, we have three license choices: the 7 day free trial subscription offer, one time Basic offer and the yearly offer. You chose the 7 day free trial subscription offer and the terms of the offer are on that page for you to review. On the next page, the information regarding cancellation appears again and on the next page which is your receipt, we again repeat the same information regarding cancellation. Within minutes of selecting that offer, we also sent you and email outlining the terms of the offer and the date and time to cancel by appear in bolded font. We also sent you an email on September 18/15 when billing commenced.
I have issued two courtesy refunds for you in the amount of $34.65 each. The refunds do take 3-5 business days to fully process. Without proof of cancellation, no further refunds would be forthcoming. The number that you said was on your credit card statement should be [redacted], not the number you have listed. I will have our finance team check that.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Justice is not yet fully served, so Law Depot's response is, regretfully unacceptable to me. You'd recall that Law Depot debited my credit card for five months continuously, and have managed to refund only two months.
Unless, Law Depot is able to clearly demonstrate that I visited their website more than once, and used/benefited from their service, I don't understand under what premise they feel entitled to my money.
In my well considered view, Law Depot have no moral right to hold unto three months worth of deduction from my credit card after I visited their website JUST ONCE and didn't find their service useful.
Initial Business Response /* (1000, 5, 2014/12/11) */
Good morning [redacted],
Thank you for your comments.
Yesterday, you inadvertently selected the one year license option. That option says " 1 Year Pro License, $7.99 per month, prepaid for one year". That is the $95.88 option. On...
the credit card page, that amount is clearly displayed at the top right hand side of the page and there is a "Change Order" button right below the $95.88 amount. This allows you to go back and reselect a different license option if needed. Your receipt displays the amount and we send you an email within moments confirming your license selection and any charges.
Yesterday, your account was cancelled and deleted as you requested. Our customer support representative also issued the full refund yesterday morning and that refund has been sent to the bank for processing already.
The three license options are displayed and do contain the information you need to make your selection and the amounts are summarized on the next page and again on the receipt and email we sent out moments after the purchase. We refunded as soon as you contacted us.
I will pass your comments to our marketing team for review.
If you have further questions, please feel free to contact me directly at my toll free telephone number.
Regards,
[redacted]
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX extension [redacted]
Initial Consumer Rebuttal /* (3000, 12, 2014/12/24) */
Todays date is 12/23/2014. I have allowed 10 Business days as promised for my refund. To date, The $96.88 taken from my account has not been refunded.
[redacted]
Final Business Response /* (4000, 14, 2014/12/29) */
Good day,
I have checked with our payment processor and we issued the refund to them on December 10/14 and normally it only takes a few days for them to process and send the refund to the credit card company/bank. For some reason, they only settled the refund on December 22/14 which would be the date they sent it to the bank/credit card company. You would therefore see the $95.88 refund a few days after December 22/14.
Our accounting manager has already contacted the payment processor to ask them why it took so long to settle the refund. We certainly apologize for any delay you experienced. In good faith, we processed the refund on our end very quickly but we were not aware there would be such a delay on the payment processor end.
Please let me know if you need further assistance. We wish you all the best in the New Year.
[redacted]
Manager, Customer Support
X-XXX-XXX-XXXX extension [redacted]
Initial Business Response /* (1000, 10, 2016/03/30) */
[redacted]s, thank you for your comments. You had originally selected the 7 day free trial on August 14/14 and prior to checking out, we advise you of the 7 day free trial and the need to cancel within 7 days or the account converts to the...
$33.00 monthly charge until cancelled. We sent an email recapping the offer and the cancellation date and time to cancel by appears in bold font in that email. We also sent an email on August 22/14 advising you your membership had started. Each email contains contact information so you can call us or go online to cancel if needed. Your receipt also summarized the offer details and the date and time to cancel by also appears on the receipt.You also have online access or a monthly bank statement reflecting charges.
You contacted us on March 24/16 and at that time, our agent cancelled the account and issued a courtesy refund. I was able to refund one additional charge this morning. No other refunds are possible due to the age of the charges. If you had cancelled as per the terms of the offer you selected, there would have been no further charges. Please contact me directly at[redacted] extension [redacted] so we can discuss this further.