Divorce Place Inc

Client purchased our services last November 2015. The client then requested a refund end of February 2016. The client was informed to submit the refund request and that the refund department would review the request and he would receive an email within 3-7 business days whether approved or denied....

The client called in the beginning of March and was informed the refund was approved. The representative also informed the client that we would need an address as the account is older and would not be able to be refunded to the card. The client confirmed his address in May and we informed the client checks are sent out on the first and the fifteenth of every month. The check was sent out the first of June and was returned to us in July as the address was missing the zip code needed. We gave the bank the info needed at the end of July and confirmed with the bank again this week when the client called that the check is indeed on its way to the client. Unfortunately since we notify the bank to issue the check we have no control on the time frame. We have informed the client to contact us if the check is not received by the end of next week so we may look into another solution.

Our customer support line is open to take calls Monday through Friday from 7 am to 4 pm pacific time. We also have a 24 hour chat system available to all clients. I have no record of the client trying to call in for the caseworker or in general to the customer service line. If the customer would have reported problems to us we would have fixed them for her. At this time there is no proof the court rejected the forms therefore services have been rendered. We will gladly refund the client in full with the proper documentation from the courts stating the documents were wrong. We are more than willing to help and work with the client. However we cannot help if we are not informed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Unfortunately as described in the last response we have explained what is needed for a full refund. Our 100 % money back guarantee is indeed honored and real. We will absolutely refund the fee if the correct instructions and steps are followed. This customer is the first to tell us the forms are wrong and has yet to provide proof they were rejected. I cannot go off of someones word that the forms were not used. 
The customer was given what he paid for and services were rendered. Once I receive a rejection letter or proof honoring the fact that the forms were not used I will gladly refund the fee. We are not a scam and we are truly here to help. However there are people who will try and get their money back after our forms were used and the process went fine simply because they would like the service for free. 
I will make an exception when needed and to help the customer he is able to provide any kind of proof from the court that the forms were not used. 
The customer was never told the refund was approved as the refund department is the only department that is allowed to make judgments on refund requests. The customer service representative said on the recorded line the refund will be approved as soon as you provide a court stamped rejection letter via fax or email.

Unfortunately as described in the last response we have explained what is needed for a full refund. Our 100 % money back guarantee is indeed honored and real. We will absolutely refund the fee if the correct instructions and steps are followed. This customer is the first to tell us the forms are wrong and has yet to provide proof they were rejected. I cannot go off of someones word that the forms were not used. The customer was given what he paid for and services were rendered. Once I receive a rejection letter or proof honoring the fact that the forms were not used I will gladly refund the fee. We are not a scam and we are truly here to help. However there are people who will try and get their money back after our forms were used and the process went fine simply because they would like the service for free. I will make an exception when needed and to help the customer he is able to provide any kind of proof from the court that the forms were not used. The customer was never told the refund was approved as the refund department is the only department that is allowed to make judgments on refund requests. The customer service representative said on the recorded line the refund will be approved as soon as you provide a court stamped rejection letter via fax or email.

Our most sincerest apologies are extended regarding this complaint.In the state of New York we do not have the ability to offer pro-se annulment forms. These forms are obtained by the representation of an attorney in the state of New York. 
During this time we are in the process...

of notifying our New York clients.
We have since made contact with our client and resolved her complaint satisfactorily.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]

We have already reached out and came to the desired agreement with the client. We ask that the complaint please be removed as we already have resolved the clients issue.

Our client registered and paid for our
services on 06/30/2014. She called in and asked questions about the account regarding
changing her profile from an annulment to divorce on 07/01/2014. We normally
charge a fee to switch service types but we had waived that fee for her. On
07/10/2014 client...

upgraded to the platinum service on her account. The client
then called again on 07/16/2014 and spoke to a supervisor whom explained the details
of the platinum service and that it does not include court filing costs. The
supervisor also informed the client that she paid for shipping and we would
ship the forms only after she downloaded and reviewed the forms to make sure no
changes were needed before we shipped out the hard copies.
On 08/04/2014 client called in for status
and the same supervisor informed her that she still needed to download the
forms and review them as we show on our end there was no record of her doing
so. On 8/11/2014 the client called in and confirmed no changes were needed and provided
the address for us to ship the forms. On 08/15/2014 the client called in and
informed us of new information on her case. We informed her that we are not able
to issue legal advice at any time and if she needed legal advice she would need
to contact a local attorney because it is simply in her best interest to do so.
We received the signed forms in the mail
on 02/20/2015. On 02/22/2015 we informed the client we were missing several
signed forms and the money order for the filing fee which was included in the initial
instructions we had sent out to her prior to her mailing us the forms. The client
got back to us on 05/11/2015 and we sent the instructions for the platinum
service to her a second time along with the detailed instructions of what was
missing for her specific case.
On 08/04/2015 client called in and let us
know she is stationed in ** and will not be able to appear in court. We told
the client that if the court requires a hearing she will need to appear or
contact them in regards to their policies and her situation.
On 10/20/2015 we received the missing
forms as well as the money order for the filing fee. The case was reviewed for
the second time and sent to the court to file on 10/26/2015. We received the
forms back from the court with a court case number stating the case was
accepted and filed on 11/06/2015. We emailed and informed the client of the
case filing details. We then sent the copies certified mail to her spouse for
service on 11/11/2015. The spouse did not respond in the given period allowed
(legally the spouse has the right not to sign) so we informed the client and
sent her all proof of service forms as well as the certified mail receipt.
Platinum services were rendered as we
cannot require the spouse to respond in any way. We are upfront and clear from
the beginning of the services that all cases must be uncontested. He did not
respond saying he did not agree or did agree so we informed the client they are
eligible to proceed via default.
We spoke to the client on 01/08/2015
informing the client she is not eligible for a platinum refund as services were
rendered as promised. We guarantee the filing of the paperwork and that the
forms are accepted – they were accepted and a case number was provided to the
client. We also attempt to serve the spouse based on the information provided
by the client and their acknowledgement that their case is uncontested (meaning
both parties are in agreement and will not fight based on the terms of their
divorce) – we served the spouse and provided proof of service to the client. We
do not guarantee the spouse will respond. We have yet to hear from the client
since that date.

The forms we provide are directly from the court. We do not charge for the forms themselves but for the service to electronically complete the forms for the consumer based off the information given in the online interview. The client downloaded the marital settlement agreement only which is a...

document we provide additional to the state forms. The state forms are on the account as well but not downloaded. The case was rejected by the court and she was told she cant use our forms because she only brought the one "optional" form with her to the court house. Due to the confusion the customer has experienced we have reached out to let her know the refund has been approved given she did not download all forms therefore services were not fully rendered.

Customer satisfaction is our number one priority. Every call and ticket the customer has made is noted and the responses are based on the notes and calls made. Unfortunately as a business we must follow policy. The client downloaded the forms and did not follow instruction, services have been rendered. We will gladly provide a full refund if she shows us a court stamped rejection stating there is something wrong with the forms that we cannot fix. The first rejection is simply because she did not follow the directions to re download. I can see on the download history she only downloaded on 06-15-16 and not after we had the conversation to re download the forms. The customer is more than welcome to reach out to us to get the proper steps once again so she can move forward with her case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have read the response and it is alot of lies to cover up their incompetency. I know nothing about getting a divorce. I thought I hired an agency that did know. To begin, I was told to re-download the form that was not properly filled out and there was no correction made to that form. The case manager then informed me through an e-mail that there was nothing wrong with the form. The writing was running out of the outlined box and still was after the correction. I was never informed of any new forms until after they were rejected form the courts. I had no intention of asking for a refund before I went to file so how would I know to get a rejection letter. I was informed by the guy I talked to regarding what to do now not to follow instructions on the website because they are wrong. There is so much contradiction. It appears that you are not at all concerned with customer satisfaction.Regards,
[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for providing the feedback regarding our services.
Upon receipt of this complaint we have since made contact with the client and provided a mutually beneficial solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

All of our conversations are recorded and noted. We are simply reporting off the notes and the services provided. The client signed up and asked for the services provided. The services were then rendered. If the client needs clarification or would like to discuss the issue further please reach out to us as we have reached out to the client without response. In no way are we fighting or lying we are simply trying to assist.

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

me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Our client had completed our process online on 03/05/2015 - at that time we had provided instructions on how to "confirm to ship" the documentation so we may have that sent out to the proper address. We had sent instructions regarding this confirmation process and didn't receive a...

confirmation from the client until 03/11/2015. Services were rendered that same day as forms were shipped to the client per the clients request.
Due to the nature of this complaint; it has been resolved accordingly per the clients request of obtaining the documentation. 
Thank you.

MyDivorcePapers.com provides documentation fully prepared for the client to file with the court. We rendered services entirely however they did not proceed forward with said services. 
We have attempted to make contact with the client regarding her case per her request via...

phone on 03/04/2015 and 03/12/2015 and have received no return phone calls. 
We are more than happy to find a proper resolution upon a return call from our client.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For...

your reference, details of the offer I reviewed appear below.I have not been contacted by the company, and I have not yet received my refund. The company has since disabled my account.Regards,[redacted]