Family Court Direct

Amanda Condery is not our Customer. She entered this complaint (apparently) on the behalf of Mr. [redacted] – who is our customer. The...

details of his case and the necessary documentation was provided to him, and he filed our documentation with the court. We take our customer’s satisfaction very seriously , but he has not contacted us in any way to express dissatisfaction and since he did file the paperwork, we feel like we have provided exactly the service that was ordered. Mr. [redacted] enrolled in and signed the attached agreement stating our services clearly. Mr. [redacted] did in fact receive paperwork with instructions that were the correct forms they asked for, as our Attorney’s and Legal Professionals all use the required forms by the Florida Supreme Court. Mr. [redacted] received his ordered documents on July 31st and then they were filed according to the court docket. Mr. [redacted] then requested additional documents and I believe that is where there was a miscommunication.  Once we learned of his complaint, we reached out to him and there was never an answer or option to leave a voicemail, as we wanted to actually speak with Mr. [redacted]. In this matter, Mr. [redacted] is not entitled to a full refund due to the fact that we did deliver the documents he initially signed up for. We are happy to provide additional documents related to this case as needed in the future at no additional cost to Mr. [redacted].
We emphasize to all our clients that we cannot guarantee they will get the judgment they want from the court – no company can do that. We can only promise to prepare that paperwork they request in the proper manner. Sometimes, if a client loses their case, they (or their significant other) feels like this means our service was somehow inadequate and complains. But again, our service and the outcome of the case are two separate issues.
Regards,
Family Court Direct

We contacted fcd about a case we are onvolved in the rep said there was 3 option free low cost and full. Explained each we decided to go with the low cost option after being told that a no interest loan would cover said expenses. And would pay it back at x amount monthly so my wife and I enrolled and paid the 139 enrollment fee. Upon doing this we are informed that there is no loan. So the rep got us to enroll under false pretenses. We informed the intake rep of this and requested our 139 enrollment fee be reimbursed. This has not happened as of yet.
My suggestion is that you save yourself the headache and look elsewhere for assistance.

This complaint is not from the actual client, this is from the third party that paid for the service for our customer [redacted].  In looking further into this case we found that Family Court Direct did provide the services and benefits under the Legal Plan as agreed upon in the signed...

agreement.  Therefore Ms. S[redacted] is not entitled to a refund. Ms. S[redacted] did get her one free consultation with an attorney and she decided not to move forward with that specific attorney. And even though the Legal Plan only covers one free consultation per each legal matter, the client was assigned a second attorney for consult in this case.  As stated, the legal plan is good for life and can be started and stopped by the client in the future, but the enroll fee is non-Refundable.  We regret that the client was unable to retain our attorney even at the discounted rates but this of course is beyond the control of the Legal Plan or FCD. The client was told that the Legal Plan benefits that applied to their case on hiring the Legal Access Plan Attorney is 25% off the attorneys normal hourly rates and a free consultation per legal matter.  The client was never guaranteed or quoted a retainer rate on an attorney prior to enrolling or speaking to an attorney because only a licensed attorney can calculate the amount of time it takes to get each case done and then apply the 25% discount. In conclusion, we can never tell a client what an attorney would charge for their case because every case is different. This was explained to the client in the initial call, then in a document signed by the client, and again before assignment of the client’s attorney in a 3rd party screening call with a recorded verification of the client agreeing to these terms and benefits of the Legal Plan. The client was promised the free consultation with the plan attorney, which the client used, and an hourly rate of 25% off the Legal Access Plan Attorney’s standard rate, which the client was given. Therefore, it has been determined that this client did receive agreed services under the conditions of the contract provided by Family Court Direct.
Regards, Family Court Direct, Inc. Tell us why here...

Complaint: 10809214
I am rejecting this response because:
This company is a scam.  They did not provide ample time to respond or refute the scam they convince people to do.  I am not the only individual who had made this claim.  They state that you can cancel, but do not even indicated how or a time frame.  It is a fraud.  I can provide the document in question.  It plainly  reveals that they do not provide any cancellation info.
 They clearly want people to remain in the dark about their policies.  It should be known they are a scam.
Regards,
[redacted]

Family Court Direct has done everything it agreed to in order to assist Ms. [redacted].First, she wanted help with our legal document services, then eventually changed her mind and decided she needed to get a full rep attorney through our network.  She agreed to the terms of the Legal...

Access Plan to access that network and under the plan attorneys fee schedule,  including that the coverage’s fees are non-refundable.We purchased the indemnified coverages on her behalf. We provided her policy number and all the benefits under the legal access plan.  After receiving her policy and instructions to use the service, she changed her mind again and decided not to proceed with the Legal Access Plan Attorneys to complete her case.We believe it is a monetary consideration, she simply doesn't have the needed funds to bring her case to fruition as she states in her original complaint.As promised, the money that she paid has been invested in purchasing these provided coverages.  And just because she chose not to proceed; just like if she'd purchase a medical insurance policy, not using it does not constitute grounds for a refund of a policy that was purchase and provided by the company in good faith.  This is why our policy and all policies of this type require clients to sign contracts (attached) before beginning that clarify that even if the policy is not used, the indemnified fees cannot be refunded.The membership is good for life, she can get free consultations, free document review and phone calls by simply reinstitution of her monthly fee.  At this point Ms. [redacted] owes $39 in declined membership fees. We have decided not to pursue collections of those fees and are regretful that she doesn’t see the value in our service.  If she changes her mind again, she can contact us to complete her case.
 
Regards,
Family Court Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10142612, and find that this resolution is satisfactory to me.  
I spoke to them on the phone yesterday evening and we were able to come to a resolution.  Thank you.
Regards,
[redacted]

In spite of the fact that we did perform work for this client, we give a full refund due to the poor communication in this transaction.  Mr. [redacted] should receive his full refund of $189.95 as of today.
 
Family Court Direct

Family Court Direct takes pride in providing great customer service and we welcome anyone input and/complaint in which we may need to improve upon. Mr. M[redacted] enrolled into our Legal Access Plan to get attorney services on Friday July 22nd.  Normal protocol is for the client to receive a...

call within 1 to 2 business day. Having that Mr. M[redacted] signed up Friday, the call Mr. M[redacted] was expecting to have was going to be made on Monday or Tuesday based on this protocol and first come first served.  On Monday, Mr. M[redacted] had complained and asked for a refund.  We reached out to him and have come to a resolution that we felt was best from Mr. M[redacted], as he was told 48 hours by our representative, and to Mr. M[redacted] thought he'd get a call on Friday or Saturday.  Having that there was a mis-communication (48 hours means versus 1 to 2 BUSINESS days) and that was not properly explained to Mr. M[redacted], we felt its in the best interest of Mr. M[redacted] receive a full refund.We appreciate the input, as we always review and discussed them with our team to ensure we are continuously improving our customers experience.
 
Best regards,
 
Family Court Direct

Ms. H[redacted] signed a contract for services which states that Family Court Direct will prepare the documents requested to file for a specific legal matter, in her case, divorce....

The documents were prepared by an attorney licensed in the state of LA, however, it is made clear multiple times to every client, including Ms. H[redacted], that this attorney does not represent her in any way, and that all court appearances and follow up with court is her responsibility. Her case was assigned to the attorney to prepare the documents on 11/21/14 and the documents were sent to her for review on 12/9/14. Ms. H[redacted] took over 2 1/2 months to respond to us regarding her documents, despite being sent an automated email every 3 days to remind her that we were waiting for her to approve the documents before moving forward. Finally, on 3/02/15, Ms. H[redacted] approved the documents and was sent instructions for filing them on 3/05/15.  On 4/28/15, Ms. H[redacted] contacted us again, requesting that the documents be resent to her and they were sent by both email and regular mail that same day. Ms. H[redacted] did not contact us again until 4/02/16. Her email was sent to the case management department who attempted to contact her 5 times between 4/2/16 and 4/14/16.
Family Court Direct has provided her services promised in the signed agreement, was delivered documents and communicated to in a prompt and timely manner.
Ms. H[redacted] request for a refund is denied.
Regards,
Family Court Direct

Family Court Direct
stands firm on our first response and has no grounds or reason to refund
Ms. [redacted], as she received completed documents. Based on the timeline given in our first response, 3 business days is well within the timely response for needed revisions on legal documents.  Ms. [redacted] did take an entire month to review her documents, therefore, we would hope she would understand that revisions could take Family Court Direct a few days.
Further, we
do recognize that there are free legal document services like
"legal aid" in some areas, however those services CAN be very limited
and ineffective. Hence, one of the reasons that many companies like Family Court Direct exist.
Additionally, we find it upsetting that Ms. [redacted] would make such negative statements about Family Court Direct, which has successfully helped thousands with family law issues just like hers.  Reviews, whether good or bad, should be accurate and based on facts. The facts are; Ms. [redacted] paid for document services and these services were completed in a timely manner.
Regards,
 
Family Court Direct

We do apologize for any inconvenience and are sorry that Mrs. Deans continues to feel this way.  We can understand her frustration.  We are still happy to provide any additional revisions or updates to help Ms S[redacted] utilize the documents.  Again, we provide professionally prepared legal documents.  We were paid to prepare legal documents and we collected the necessary information, prepared, and delivered the documents.  What Ms. S[redacted] or Mrs. Deans did with those documents and any subsequent decisions made by Ms. S[redacted] or Mrs. Deans are completely out of our control.  
Again, we spoke with Mrs. Deans on 11/05/15 and provided her with a status update.  She was informed that the initial documents were sent to Ms. S[redacted] on 8/14/15 and that it took 5 emails, 4 phone calls, and a month to finally receive a response from Ms. S[redacted] on 09/18/16.  In this response, Ms. S[redacted] asked for a slight revision.  Revised documents were then sent to Ms. S[redacted] several days later on 9/22/15.  Mrs. Deans was notified about all of this during the conversation on 11/05/15.  Mrs. Deans commented several times that Ms. S[redacted] was a "big procrastinator" and was not at all surprised that Ms. S[redacted] was "dragging her feet" through the process.  Mrs. Deans was again notified that the responsibility and next steps were in the hands of Ms. S[redacted] and to please have her contact us since she wasn't responding to our communications.  Another 4 months and 30+ email and phone call attempts passed before a nearly identical scenario happened again in February and March.  Ms. S[redacted] finally responded to us on 2/24/16 requesting yet another minor revision to the documents.  Revised documents were sent to Ms. S[redacted] the next day.  A month later on 3/25/16 Mrs. Deans called for an update and a conversation nearly identical to the one on 11/05/15 took place.
We feel that we made every best and reasonable effort to assist Ms. S[redacted] and Mrs. Deans, but can understand if they still feel differently.

Mr. [redacted] was sent documents on November 3, with a request that he review them. He approved the documents and was provided with instructions for filing on November 11. Mr. [redacted] was...

then provided additional documents on December 4, which at this point it was believed that he had been provided with all documents needed. We then received an email from client on January 12, stating that he was still waiting for further documents. After researching, the documents that Mr. [redacted] stated he needed were provided to him on January 16. Family Court Direct strives to provide our clients with their needed documents as quickly as possible, and we feel that we have done so with Mr. [redacted]’s case. 
In regards to the extra payment received, we acknowledge that this was an error on our part, as a previously scheduled payment was not deactivated upon Mr. [redacted]’s change in payment plan. This additional payment has already been refunded to Mr. [redacted]’s account.
 
At this time, Mr. [redacted] has been provided with all documents needed at this time and we consider his case to be completed for the time being.
 
Best regards,
 
Family Court Direct
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www.familycourtdirect.com

L[redacted] was a client of ours that signed up for our services on 2/18/2015. She was informed that her case would not be started until she made her last payment. This was...

acknowledged by the client as we worked with her on her payments and gathering information for close to a year. Mrs. M[redacted] last payment was on  2/9/16 and her case was immediately passed off to the legal team, where it was reviewed by a legal professional, and determined that this is a client that cannot be helped by this department. We informed Mrs. M[redacted] that in Florida, a person is not allowed to represent themselves in a guardianship case.  We then offered to get her an attorney at a discounted rate but she should still need at least $1500 to hire the attorney. Mrs M[redacted] chose to not continue with the program at that point. We both agreed to a refund of $250 and it was processed by the billing department. The billing department refunded the money in 2 different transactions; one for $147.50 and a second for $102.50. This was done because Mrs. M[redacted] paid with several different cards and we refunded the last $250 to the last two cards used. It appears that Mrs. M[redacted] no longer has one of those cards and the $102.50 should work its way back to Mrs. M[redacted]. This was already explained to Mrs. M[redacted] and we do apologize. We at Family Court Direct try to provide our clients with the best help and customer service possible. Legal matters are not easy and unfortunately we cannot help everyone. We have done everything we can to resolve this matter to the satisfaction of the client. 
Regards, Family Court Direct.

FCD's enrollment process was created specifically to ensure that all client's are given multiple opportunities to ask...

questions and receive ample information on the scope of service and how it works. The agreement (attached) that each client is required to sign is worded in an extremely simple and straightforward manner, and specifically states that if client does not understand everything that is set forth in the agreement that they are to contact FCD for clarification before signing. Ms. F[redacted]'s description of this process is unfounded. We find these types of complaints to be irrational, irresponsible and a complete disservice to those that truly need and want legal assistance.
We have reached out to Ms. F[redacted] to resolve this matter prior to her complaint, so we are a bit taken by her efforts to try and discredit our process and our resolution we agreed on.
Regards,
Family Court Direct

Family Court Direct stand firm in our in initial response as the attached agreement that Ms. F[redacted] signed clearly lays out our policy.  We have followed up with all departments, emails and phone calls and to ensure that all FCD representatives followed all policies and procedures.  As mentioned in our initial response, we have reached out to her and will again continue to try and work this out with her directly.
INITIAL RESPONSE:
FCD's enrollment process was created specifically to ensure that all client's are given multiple opportunities to ask questions and receive ample information on the scope of service and how it works. The agreement (attached) that each client is required to sign is worded in an extremely simple and straightforward manner, and specifically states that if client does not understand everything that is set forth in the agreement that they are to contact FCD for clarification before signing. Ms. F[redacted]'s description of this process is unfounded. We find these types of complaints to be irrational, irresponsible and a complete disservice to those that truly need and want legal assistance.
We have reached out to Ms. F[redacted] to resolve this matter prior to her complaint, so we are a bit taken by her efforts to try and discredit our process and our resolution we agreed on.
Regards,
Family Court Direct

Alicia N[redacted] is not our customer, but we believe they are complaining on behalf of J[redacted] whom is our customer.  These third party complaints are very difficult to respond to because we are not in direct contact with...

the third party complaining.  In this case, Alicia N[redacted] is not the person that signed up and agreed to the service terms.
J[redacted] signed and agreed to our service agreement (attached) which includes our payment and service terms. In addition, J[redacted] was the person that spoke with his Case Manager in regards to our contact protocols, which need to be strictly followed so that all voicemails and emails can be responded to within 2 business days.
Our records show that Mr. N[redacted]'s voicemails and emails were all responded to within 1 business day.
Mr. N[redacted]'s timeline is as follows:
August 27th. - Enrolled
August 28th - Case Manager returned his calls
August 31st - Spoke to Case Manager
September 2nd - Sent all the needed documents for our Legal Team to review
From September 2nd, Mr. N[redacted] was on a payment schedule that had his last payment posting on Nov. 27th.  Work was performed thus far in reviewing and researching his case.
On October 23rd Mr. N[redacted] called to cancel the case on his own accord.
Based on the signed agreement and worked performed thus far, Mr. N[redacted] does not qualify for any refund.
Regards,
Family Court Direct

Family Court Direct stands firm on its initial response.
A statement such as "stealing money" is a complete misrepresentation of the agreement between our customer and Family Court Direct. The signed agreement clearly states all payment dates and amounts as well as the account number to be billed. The card number was provided by the customer and should have informed the cardholder or us at the time the agreement had been signed. Further, the agreement sets forth our terms of service which states work starts the moment clients enroll. Again, as stated in our previous response, we received documents by the customer which were reviewed by a legal professional.
The $245 can be utilized for future services but no refund is authorized in this case.
Regards,
Family Court Direct

Our call to Mr. [redacted] was to inform him that we were going to process a 50% refund, due to the fact that work was performed.  We wanted to provide a solution that was fair, as Mr. [redacted] did have complaints of unsatisfactory Customer Service.  Although we have multiple points of contacts, recorded phone calls and that we where were simply waiting for information from him to complete the documents, we at Family Court Direct take unsatisfied customers very seriously.  In efforts to show that we were interested in making Mr. [redacted] happy, we felt it best to offer him 50% off or the documents as is.  Attached is the Phone Call where he agreed to the 50% happily, the unfinished documents that the attorney was working on and the Agreement he signed stating our refund policy. We are happy with our offer of resolution and Mr. [redacted] is not entitled to a refund under our policy, however we did for reasons stated.
Regards, 
Family Court Direct

Mr. [redacted] enrolled in our services on January 26th and was clearly told that he would not receive documents until after his payments were completed, as it is our policy to not release documents until full payment is completed. On January 27th we received our internal intake form from him which...

was then reviewed to ensure it was completed correctly. On January 28th, during his initial call with his case manager, he asked to cancel because he didn't realize he had to be paid in full to get his documents, despite having signed our client agreement, which clearly states our policy. Only a few hours later he called back and changed his mind, at which time we reinstated his case. Mr. [redacted] then sent an email on January 29th stating that he had yet again changed his mind and wanted to cancel.
Based on the worked performed and our no refund policy in his signed agreement (attached), we did not offer him a refund. However we let him know that we would credit the $200 towards any future services, should he change his mind.
We are happy to work with Mr. [redacted] in the future.
Regards,
Family Court Direct

Complaint: 9901559
I am rejecting this response because:they emailed me saying I was getting refunded back 139.95 not 39.95 which they have gave me only!
Regards,
[redacted]
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