CompleteCase.com

Greetings, We are disputing this complaint.  After receiving this we contacted the customer directly as Jaime has been working with Mr. Hewitt.   Mr. [redacted] advised that he did not submit this complaint and that he believes that his girlfriend made this statement and therefore is...

not our customer.Mr. Hewitt's and our customer agent, Jaime are continuing to work together to ensure that the customer's needs are met.Again, we dispute this complaint and ask that it be removed from our record as this is not our customer.Please let me know if there is any further information you may require. Best,Melissa T[redacted]Accounts Manager

Greetings, we apologize for the delay in responding to this complaint.  Ann-Marie is no longer with us and we did not receive notice of this issue until yesterday evening.  We have reached out to the customer to resolve this directly with her and believe that this has now been handled and...

resolved directly with the customer, to her satisfaction.
If there is anything further I may provide at this time, please do not hesitate to let me know.
 
Melissa T[redacted]
Accounts Manager

Complaint: [redacted]
I am rejecting this response because:I find it amusing that they are reaching out to me now that I had to fix the whole situation myself..they just want this complaint dropped, that’s it.  Nothing else mattered to them.  After being ignored again and again and given the wrong information constantly, my spouse and I had to go to the courthouse on 2/8 and fill out the forms ourselves. I downloaded the waiver form (that they claimed they were waiting on for weeks) right from the CT court website. That waiver allowed us to not have to hire a sheriff or marshal to serve my spouse. We both took a day off of work to straighten this mess out. We should have just done it ourselves back in November instead of using CompleteCase.com to handle our divorce. Their incompetence delayed my divorce by MONTHS and I can’t believe they take advantage of people and treat them like this when they are at their lowest point in their lives. Shame on them! Now that I had to take care of everything and got it straightened out myself, I want nothing more to do with this sham of a company. Please tell them to never contact me again.  
Sincerely,
[redacted]

Greetings, in review of this account, we show that the customer only reached out to us later in the day yesterday asking for a refund.   The refund request was received, reviewed and because she did qualify for a refund, was refunded earlier today.
 
Accordingly, it is our...

understanding that there is outstanding issue, that the customer didn't use the service and has been refunded in full.
 
Please let me know if I am able to provide any additional information for this cause.
Melissa T[redacted]
Accounts Manager
CompleteCase.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I spoke with someone in their refund department.  They were cordial and were able to refund my money. Thank you so much for your help. You guys are terrific.  Please kindly close this case and notify them that I have done so. That was my agreement with them. Kind regards, [redacted]  [redacted]

Greetings,In review of Mr. [redacted] account, we have no emails that were sent from him.  We do have records of [redacted] calling but not Mr. [redacted].  We have attempted to call him at the number on his account, but there is no answer nor an option for leaving a message.   We...

would like to speak with Mr. [redacted] directly to go over any questions that he has about the service and pricing.  The price for our service is on our homepage under pricing and under FAQ.  Our service does not cover any costs or expenses associated with the divorce.  The filing fee specifically seems to be the concern in this matter.  On our homepage at http://www.completecase.com/faq/ we do state that filing fees are separate and not included in the cost for the service of CompleteCase.com.If Mr. [redacted] would either call me us at [redacted] or email us a good time and number to reach him so that we may speak with him in person, it would be appreciated and would expedite the resolve in this matter.Sincerely,Melissa T[redacted]CompleteCase.comAccounts Manager

We have honored a full refund back to the client. I spoke with her at length today, and she admitted that she posted this thinking we were a scam, but now understands we are not. She also agreed to contact the Revdex.com and let you know this as well. I also spoke with the sales representative and the only...

communication that was sent was in the form of an email, and unfortunately went to [redacted] "junk" folder as it was an unknown recipient in her contacts. Please note we completed the clients forms and mailed them per her request. We have a tracking number for this. She stated that her husband had moved to FL and and that even if she served him the papers "he would likely love that she paid for this service and rip them up at her expense". We understood this concern and again, honored a full refund despite the fact that we completed and mailed her documents. We are hopeful that the full refund resolves her concerns and we are open to speaking with her if she has any additional questions or concerns.

Complaint: [redacted]
I am rejecting this response because I emailed back shortly after I received contact from your company and have not received a response yet.  Here's the email I sent to Jamie:Got your voicemail but I am at work at the moment.  I'd like to discuss receiving a full refund as I was not provided with the services that I paid for from your company.  I also received terrible customer service. I started this process in the beginning of January believing that you guys would make this easy for me.  Instead it's been extremely difficult.  Starting off you guys did NOT proofread the paperwork sent to me.  I had to send it back and forth several times for grammar mistakes. I was careful filling out my paperwork and I called and emailed to ensure that I filled out every field correctly and signed every part that I needed to.Next I was told on the phone that you guys had sent the paperwork out but it turns out you didn't.  After countless follow up emails asking the status I found out on 1/26 that you guys had a "situation" with USPS which caused a delay in you shipping out the documents. It was over 2 weeks later that I found this out. Your team ignored several follow up emails that I had sent.Again your team ignored follow up emails I had sent.  Then when they replied they said that there was an issue with the paperwork.  I decided to go to the courthouse in person last week so that I could resolve them.  When I went there I found out that there was NO RECORD of a case being filed in my name whatsoever.  So this week I took it upon myself and filed on my own.The services I paid for were supposed to include you guys filing the paperwork with the court (with 100% acceptance guarantee) and you all were supposed to serve my spouse  (platinum service) which DID NOT happen and at this point doesn't need to happen anymore.I've spent around $1000 with your company and received nothing.  I spent hours of my time sending follow up emails to your team.  Your team has lied to me on multiple occurrences through the phone and via email this entire time.         I chose you guys because I believed that you guys would help make this process easy for me.  Instead you've made it 10x more expensive, difficult, and delayed.

The client has requested that this complaint be retracted and not posted. She reached out to [redacted] to have this removed. We have provided the client with a full refund. Please confirm this has been removed.
Thank you,
Ann-Marie L[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,

Greetings,
We have reached out to the customer and believe that we have resolved any concerns directly with the customer.
 
If we may provide any further information at this time, please let us know.
Melissa T[redacted]
Accounts Manager
CompleteCase.com

Greetings,We have reached out to the customer and are waiting to hear back from her to speak with her in person about the ongoing issues.   If she would, please call Jaime back per her message and email of yesterday's date.  Best, Melissa T[redacted]Accounts Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I have not heard back from company in days. The forms were finally returned from the post office on Friday and I was promised this would be taken care of. But here we are 5 Days later and I cannot get a reply in email.  And I really trusted this representative. I was offered half refund but seeing that this is 2 months later and the VIP service has still not been done, I would like a full refund.  What a nightmare! 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes, I opened the documents. How else would I know if they were correct or not. I viewed the documents on a PC not a phone or tablet. For something that cost $300 nothing should have to be written in pen. I am missing a parenting plan, child support, etc. That has nothing to do with financial information. This seems like a scam to say once the documents have been opened you will not issue a refund. This is unacceptable. 
Sincerely,
[redacted]

Greetings,In review of this account, it appears that the customer has been working with Jaime and that a resolve has been reached directly with the customer.  If there is any further information we can provide at this time, please let me know. Melissa T[redacted]Accounts ManagerCompleteCase.com

Greetings,  In review of the account history, we show that we have several email communications with the customer along with several telephone attempts since the customer signed up.   The problem could be that she is viewing the forms on her phone or tablet.  Adobe doesn't...

work well with some mobile devices.   If looking at the forms on a regular PC doesn't resolve the problem, then usually that would be information that could be in flux during the divorce process and some financial information may need to be added by hand or in the alternative, we can add this for her, she would simply need to provide this information to us.  Regardless what is causing the issue, we have asked the customer to let us know when she is available to walk through the forms with someone on the phone and we can troubleshoot with her and also we can add any additional information that needs to be included. It is also our understanding that the customer works very long hours and her time is limited.  Accordingly, we are more than happy to schedule a time in order to ensure to secure a time that is convenient for her so that we are able to make the resolve for her.Melissa T[redacted]Accounts Manager

Did you do a charge back on your credit card? Yes, however American Express is in the process of investigation 
Expected Resolution Date: Approximately Mar 15, 2017
 Inquiry Status Detail: We have contacted the Merchant on your behalf and they are currently investigating your inquiry. The investigation process can take up to 6-8 weeks however, many inquiries are resolved in about a month and occasionally, they can be completed in much less time.
 
They say that they tried to reach you, have you spoke with anyone yet? I have not spoken with anyone on the phone. Someone left a voicemail requesting me to cancel my American Express dispute. However, I will not be cancelling anything until this issue has been fulfilled. If the vendor provides a refund I can cancel my dispute with American Express. That would be the only way that I will close this case.

Greetings,
 
In review of the customer's account, it looks like we were in the process of working with the customer when this complaint was actually file.   This has been resolved directly with the customer and it is our understanding that she is satisfied with that resolve.
If we may...

be of further assistance, please let us know.
 
Melissa T[redacted]
Accounts Manager
CompleteCase.com