Divorce Source, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me based on the following conditions:
If I do not receive the refund by the end of the week I will contact the Revdex.com againI also want to request that the company review all their paperwork and instructionsThey cannot backup what they advertise without getting all the proper information regarding the divorce process in New JerseyThey need to have the correct forms and also offer instructions that tell the customer what to doI also request that DivorceSource Increview all their procedures and paperwork so no customer has to go through the difficulties I had to endure.
Regards,
*** ***

Under the circumstances and according to our guarantee, this customer is certainly entitled to a full refundWe pride ourselves on delivery a quality divorce solution for "pro se" individualsEvery once in a while documents may not be accepted due to unique circumstances brought
forth by the court and/or by the individual filing due to a unique situation (which is why we have our guarantee in place)Our goal is to make sure all of our customers are successful with the product we offer for its intended purposes of filing your own divorce
Once this was initially brought to our attention the customer was refunded $for the first installment paidOur accounting department accidentally overlooked that the 2nd installment was also charged, which resulted in the incorrect amount being refundedWe acknowledge this was human error and also caused by a timing overlapThe 2nd installment of $will be refunded today which will result in the full refund of $being issued back to the customer.
The customer was not locked out of any account intentionally to prevent him from seeing an online invoice etcThe account was simply closed due to a refund being issued and the reasoning for the documents not being accepted is certainly being addressed by our staff.
Our staff responds to all customers in a timely fashionWe expect any delay in any response time to this customer was caused by us not have weekend office hours

Upon receiving this complaint we immediately contacted the customer by phonePrior to this we did not have any record of messages or e-mails, so the issue this customer experienced was not known to us prior to the complaintWe explained to the customer that we do not ignore phone calls or e-mails,
so we were not sure how or why they were missedWe take great pride it providing responsive customer supportUnder the circumstances the customer falls within our refund policy and the full $was refunded on 6/1/to her credit card and we are actively investigating as to why the documents were not accepted

We are sorry to here that you are not satisfied with our productWe do the best we can to make it as complete as possible and easy for the pro se divorce filerAt times unique situations make other options more appealingWe do pride ourselves on providing a software and service that delivers much
more than just blank formsWe deliver documentation that is often different than the generic fill in the blank ones that can be pieced together through some courtsOur software and service helps organize the experience and allows for easy updates and changes, and comes with unlimited product supportThe benefits are certainly numerous, but the overall satisfaction we deliver is saving time and money in doing your own uncontested divorce.We will certainly honor your request and will not bill you fro the remaining installments that amount to $and we wish you the best of luck in finalizing your divorce

Yes, we did play phone tag and voice messages were leftWe finally correspondened on 11/7/at which point we told you that we would refund all three payments of $The full refund was processed on our end and will post to you account in a couple of days depending on your bank or credit card
company We are very responsive to our customers and make exceptions to our terms and conditions that are agreed to when you make the purchaseSince it is a software and service oriented product , we must reveiw each refund request on a case-by-cae basisSince you have gone another method to get your divorce, we have issued a full refundWhen we phoned you back, we are sorry we caught you at a bad timeWe are not able to know this, but hopefully you can see that we are a cooperatative group of people

We make it very clear that our software and service is for doing your own divorce without a lawyerWe do not advertise that we represent anyone in a divorce proceeding After requesting a refund, the customer was instructed to complete our Refund Request Form for review and her reasoning fell
outside of our refund policyThe customer proceeded with a chargeback through her credit card companyUpon completing the chargeback process, her credit card company sided with our company and refused to refund her the moneyWe will now be issuing a refund for $for the first installment paidThe customer did not pay her second installment of $We do not feel we did anything wrong, but we are issuing the refund to resolve the matter

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

on 7/3/2017 the customer was sent a Refund Request Form to be completed for a refund. Once we receive the Refund Request Form, it is reviewed by our refund department. At this point in time we have not received a Refund Request Form fro this customer, which is why a refund has not been issued. The...

reason a customer must submit a Refund Request Form is because it is a software and service oriented product, which is refunded on a case-by-case basis when it falls outside of our refund policy. It appears this customer has has a change in mind  two months since the pruchase date, which would require a review for account usage etc. At this point we are going to expedite the process and issue a full refund of $252, which is the amount paid to date and we will waive the final payment of $84 which is due 7/26.

The speed of which a customer will be able to generate his or her documents is based upon how long it takes him or her to provide the information in the online questionnaire.  This will vary from customer-to-customer, but we have found that it typically takes an average time of...

33 minutes.
Unfortunately we do not have any record of phone messages or conversations from the dates presented in the complaint. The only contact we have record of it a chargeback filed by the customer with his credit card company on 6/23/2014. The chargeback reasoning was based on all the documents being incomplete. After looking inside the account, it was evident that the documents had been completed by the software with thigh information provided by the customer. The charge back was denied by his credit card company on July 25th, 2014. We dispute chargebacks according to our policies and credit card providers expectations. This chargeback went through our formal procedure, simple because we had not had correspondence with the customer previously.
Communication with this customer would have allowed our support staff to provide a better explanation or understanding of the product or have a better understanding of what the customer was dissatisfied with.  Our support team was not given this opportunity. Our goal is to make sure all of our customers are happy with the product we offer for its intended purposes.   
At this point in time, we will be refunding the full amount paid of $299 as requested in the complaint.

In no way do we represent that we take part in valuing any assets (including a pension). Our documents will address assets, such a a pension plan, but we do not put a value on it so you can determine if you want to divide it or offset it with another asset. We are sorry if you were under this...

assumption, but we do not advertise that we do this. We do not falsely advertise our product. We do provide all the documents you need to get a divorce, but you must be in agreement on all issues since it is set up for an uncontested divorce. If you were not sure of how you are dividing an asset, you should not have been ordering the 3stepdivorce software and service in the first place. We hope things work out for you and we have gone ahead a refunded the full amount paid and it should post to your account in the next day or so.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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.  Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Though I don't agree on their arguments, I do find that the company's decision to refund my payment is satisfactory to me.  This concludes my complaint and thanks to BB for all the kind and effective assistance.Regards, [redacted]

Review: This company and representative by the name of [redacted], charged an unauthorized payment to my debit card back in March of 2013. This charge was related to a service account which was setup in my name with my information (some correct information and some erroneous.) this account was setup by a juvenile minor member of my immediate family, whom got ahold of my information and opened this unauthorized account as a "prank". At 12yrs old they did not realize the gravity of their actions. Once I contacted [redacted], I let her know I did not set this up, at the time I did not know who did. She advised me that she couldn't help and I would need to go through my bank. I did contact my bank and have that debit account closed. At this point the juvenile culprit came forward, and I explained to my bank in more detail what happened. They filed my dispute. I was contacted by my bank because [redacted] of Divorce Source was contesting my dispute. This business claims I used the services and generated documents which I had never before seen. At this point the company should be ashamed of itself. The company knows that I have not actually been in this account ever, nor have I fully completed any documents. The information provided to my bank was not complete and not correct because I am not the one who set this up in the first place. I understand this is a very strange and unique situation, but anyone who has a hormonal and computer savvy teenage daughter, knows that they are very capable of doing these crazy things, but at the same time aren't mature enough to realize that it's not going to be laughs and giggles afterwards. I think the customer service provided by [redacted] of Divorce Source is terrible for this reason, the way this matter had been handled and the way she has harassed and used derogatory verbiage in regards to my dispute. I would warn any consumer out there to stay away from this company, if they are indeed looking for these type I services, I would stay away from a business that has no civility in unauthorized customer service related issues. If they are this difficult in transactions which ARE NOT legitimate, one can only imagine how terrible their customer service is when people actually WANT TO legitimately use their service.Desired Settlement: For [redacted] to cease and desist the attempts to collect more money from me in regards to this unauthorized transaction, and for them to cease their attempt to obtain the funds I have disputed through my bank

Business

Response:

Review: 1> Defective product/service

The company (3stepdivorce.com) claimed to generate "Divorce Forms in Your Hands Ready for Filing in 1 Hour." However, some forms and documents in a lump of documents it provided are NOT completed, some almost blank! Absolutely NOT "Ready for Filing"!

2> Bad customer service

As soon as I saw uncompleted forms and confusing instructions for filling, I called, but got nobody answered the phone. Called several times in later days, and got no one. Every time I left a message. But nobody from the company has ever contacted me!

3>Advertisements/claims on its website (3stepdivorce.com) are very misleading

One example is "In less than 1 hour you can have your divorce papers in your hands ready for signing," which is false, even laughable. I was too naive to believe it then.Desired Settlement: Please credit my credit card account!

Business

Response:

Review: I paid two installments to DivorceSource Inc. for a total of $314.00. Their site promised that I can do a "pro se" divorce by utilizing their forms and instructions for a NJ divorce. This promise/guarantee was not adhered to and DivorceSource Inc. stated that they would send me a refund as of 7/28/14. On 7/30/14 I received $157.00, I was supposed to be refunded $314.00 and now DivorceSource Inc. is not responding to me and has locked me out of the account to get information to show that they owe me the full refund. DivorceSource could not provide the service as advertised and their company did not offer the proper support and documentation needed to proceed with my divorce. DivorceSource Inc. reneged on their part of this and are not refunding my full payment. I need that money to now try and get an attorney to help me.Desired Settlement: Refund me a total of $314.00 and review their procedures and their services to actually provide the service they advertise.

Business

Response: