Rocket Lawyer Incorporated

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX ext [redacted] Contact Email: [redacted] @rocketlawyer.com Hello, We apologize that you may have experienced confusion regarding the Free Trial and how it worksUpon putting in your card information, the Terms of the Trial very specifically advised that it was free for week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit cardWe would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes Due to the fact that you have already disputed the transaction with your financial institution and did a Chargeback, we are unable to assist regarding the transactionHad you contacted us first we would have been happy to resolve the matterPlease contact your financial institution for more information about the transaction We show that your account was successfully cancelled online on 10/26/2015, which results in no further billingThere should be a separate email confirming the matter If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX Sincerely Rocket Lawyer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) If that "free trial and days cancelation" were clear on your website, me and thousands of other customers were not complaining on Rocket Lawyer procedures here at Revdex.com and everywhereAsk people to cancel something that they didn't ask for is a huge ripoffFor thousands of your customers, includind me, you are doing a serious scam with a trap to catch customers Final Business Response / [redacted] (4000, 9, 2015/12/03) */ We strive to work with our customers in any issues or concerns that they have while using the servicesAs a reassurance, your feedback has been forwarded to or products team for reviewWhile the terms of the trial are outlined clearly on the trial check out, they will look into the matter In the meantime your account (as has been previously mentioned) has been downgraded, and since the charge(s) have been disputed with your financial institution, they (the financial institution) will be handling any financial resolution to your accountAs a courtesy, I would be happy to provide you free services with Rocket lawyer for an additional monthPlease let me know if this is of interest to you Final Consumer Response / [redacted] (3000, 13, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I already inform you many times by emails, I am not interested in do business with Rocket LawyerI just want my money back

This customer contacted us on 7/6/and spoke with our support agent [redacted] ***Her account was located under the email address of [redacted] [redacted] claimed that she had never created an account and this was a fraudulent chargeWe immediately cancelled her account and issued a full refundA refund confirmation email was sent to the email address of [redacted] per [redacted] request We consider this situation fully resolved and hope that you and Ms [redacted] agree Kind Regards, [redacted] | Director of Customer Support & Operations

Hello [redacted] , I greatly apologize for this situation at hand, but I did want to give you an explanation as to why you were chargedOur records indicate that, on 1/24/2016, card information was entered to start a 7-Day Free Trial for on Premium Monthly PlanThe account was started under the email address, [redacted] Before credit card information was entered, and the "Get Document" button was clicked, the terms or starting the trial were listed both above and beside the sign up boxFor your reference, I have included this text here: "How our day free trial works After the trial, you will automatically receive a premium membership at $per month and your service will continue uninterrupted unless you decide to cancelIf you choose not to start a free trial, you will still receive an email to access your free basic document Cancel any time Rocket Lawyer makes it simple to cancel your trial before you are billed either online or by calling us at [redacted] M-F 6am-6pm PTNo service fees will be charged if you cancel within the trial period By continuing, I agree to the Terms of Service and Privacy Policy." As a courtesy, Rocket Lawyer downgraded your membership and refunded you the amount of $as of 10/3/2016, but as a courtesy we have refunded an additional $bringing the grand total to $319.60, which is the amount you had requestedPlease allow a total of 7-business days for the refund to processI have sent you and updated refund issued email that will state the total amount of $ Also, I have attached a screenshot of the check out page that includes the text that I included hereIt is highlighted in yellowIf you need anything else at all, please let us know

Hello [redacted] I sincerely apologize for this situation and the inconvenience it may have caused, but it on 5/21/when you had created your legal document, the 7-day free trial option was selected instead of the document purchase option, which explains why you never saw the charge for it specificallyYour account was already downgraded (closed) as of 10/1/As of today, 10/6/2016, we were able to successfully refund all charges of $39.95, bringing the grand total to $Please allow 7-business days for the refunds to processAdditionally, you've received a downgrade/refund issued confirmation email alsoIf you have any further questions or concerns, please let us know at anytime by responding to your refund/downgrade confirmation or please call [redacted] (7am-7pm MST, Mon-Fri.)

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX ext [redacted] Contact Email: [redacted] @rocketlawyer.com Hello , We apologize that you may have experienced confusion regarding the Free Trial and how it worksAny and all of our options for accessing the documents require a selection whether it is to purchase or to use the membershipUpon putting in your card information, the trial membership was selectedThe Terms of the Trial very specifically advised that it was free for week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit cardWe would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishesThis can be done through your membership tab within the account details, or by contacting us We show that your account was successfully cancelled online on 10/21/and as a courtesy, per your request, we have refunded your charge of $yesterday (11/23/2015)Please allow up to business days for potential bank processing time If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX Sincerely Rocket Lawyer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Hello ***, I greatly apologize for your entire situation and we wish that there was more that we could do for you, but unfortunately we are unable to offer a refund for your accountWe have received notification that you have disputed transactions on your Rocket Lawyer accountThe dispute process prevents us from issuing any refunds on disputed charges as those are being handled by your financial institutionIf you have lost the dispute, then you will still need to discuss that with them since Rocket Lawyer has no control over a dispute process once it has been started/completed between a financial institution and a customer You can contact Rocket Lawyer at anytime by email at [email protected] or by phone at 877-881-(M-F, 6am-6pm PT.)

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Hello, We apologize that the email requests to downgrade were not addressed in a timely mannerYour account has been closed as of 8/13/and a refund of $has been issued for your monthly membership charges Please note that accounts can be closed from your Account Details tab on the website any time of day or nightCustomer Support is available 6am to 6pm PST Mon-Fri to assist you as well If you need additional assistance feel free to contact us during business hours at XXX-XXX-XXXX Sincerely, Rocket Lawyer Support

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 meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did cancel this service right after suing it the first time and did not think any more about itIt is my fault that I did not catch the billing fee on my credit card statement because my wife pays our monthly billsI still say Rocket Lawyers web site is misleading and deceivingNo I would not want a free month of Rocket Lawyer's service, if they will look back on their records they will see I only used their service the one time which I remember canceling their service right after using it.Sincerely, [redacted]

I’m writing in response to a customer complaint received by mailDue to the letter being delivered to our corporate office, I was not able to respond within the required time period of business days
In reference to *** *** complaint, as requested, a full refund of $has
been issued as of 9/8/
*** *** had previously disputed the charge in question with her bank on 6/24/2017, prior to contacting our customer support team on 7/27/Due to the status of the dispute, the funds in question had already been issued to her financial institution at the time of her callWe were unable to issue additional refunds as this charge had already been disputed and funds transferredI’m looking further into the communication between the customer and our support team but the fact that the charge had already been disputed and funds sent back to her financial institution limit our ability to remedy situations such as thisWe are unable to tell if or when the customer’s financial institution refunds the customerFortunately, on 9/7/2017, the disputed transaction resolved in Rocket Lawyer’s favor and allowed us to(finally) issue a refund to *** *** I have Contacted *** *** and left a voicemail informing her of this resolution
Unfortunately, when charges are disputed with a customer’s financial institution, we are somewhat limited in our ability to issue refunds on the disputed charges until the dispute is resolved between financial institutionsSometimes this can take monthsIn order to make it easy for customers to reach our support team we include our phone number on the header of every page of our website as well as billing statementsWe maintain extremely low response times on our phone and email queues to ensure we are providing world class support to our valued customers
Hopefully this fully resolves *** *** complaint to her and the Revdex.com’s satisfactionPlease let me know if there are any further questions or concerns

Initial Business Response /* (1000, 5, 2015/05/22) */
Hello ***,
We apologize that you are receiving charges from Rocket Lawyer that you weren't aware ofOur services are membership based with either monthly or annual recurring chargesThere's a possibility that someone in your household
searched the internet for legal documents and used our services without an understanding of what was being signed up for
We would like to assist you in getting this resolved but need additional information to locate an account associated with your credit cardPlease contact Customer Support Monday through Friday 6am-6pm PST at XXX-XXX-XXXX so that we can stop any further charges from taking place
Sincerely,
Rocket Lawyer Support

Hello *** and I greatly apologize for this situation at hand, but I did want to give you an explanation as to why you were chargedOur records indicate that, on ***, card information was entered to start a 7-Day Free Trial for on Premium Monthly PlanThe account was started under the email
address, ***Before credit card information was entered, and the "Get Document" button was clicked, the terms for starting the trial were listed both above and beside the sign up boxFor your reference, I have included this text here:
"How our day free trial worksAfter the trial, you will automatically receive a premium membership at $per month and your service will continue uninterrupted unless you decide to cancelIf you choose not to start a free trial, you will still receive an email to access your free basic document.Cancel any timeRocket Lawyer makes it simple to cancel your trial before you are billed either online or by calling us at*** *** M-F 6am-6pm PTNo service fees will be charged if you cancel within the trial period.By continuing, I agree to the Terms of Service and Privacy Policy."The Terms that were agreed to at the time of sign up legally authorized us to bill your credit card monthly until the account was downgraded (closed) You were notified monthly on your billing statement of Rocket Lawyer charges but we do not show any request to downgrade either by website, chat, email or phone call prior to ***
Unfortunately pursuant to our terms and conditions this account is not eligible for any additional refunds.Since your Rocket Lawyer membership has been downgraded you will not be billed againWe would like to offer you a free month of service on us, if this is something that you would be interested in then contact us at *** (M-F,6AM-6PM PT.)

Initial Business Response /* (1000, 5, 2015/12/16) */
Hello,
We apologize that you may have experienced confusion regarding the Free Trial and how it worksUpon putting in your card information, the Terms of the Trial very specifically advised that it was free for week but would automatically
transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period
In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit cardWe would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishes
We show that your account was cancelled on 12/15/While we are happy to address financial concerns as well, since the charges were disputed with your financial institution, we are unable to issue any refundsHad we been contacted prior to the bank, we could have done soPlease contact your financial institution for any additional information regarding the disputed charges
If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX
Sincerely
Rocket Lawyer Support

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX ext***
Contact Email: ***@rocketlawyer.com
Hello ,
We apologize that you may have experienced confusion regarding the Free Trial and how it worksUpon putting in
your card information, the Terms of the Trial very specifically advised that it was free for week but would automatically transition to a paid monthly legal plan if it was not cancelled prior to the end of the free period
In this case, since it was not cancelled during the Trial it did convert to the membership and charge your credit cardWe would have been happy to assist you in cancelling your account during the Trial if we had been aware of your wishesAs we have also had communication through our survey program, we show that your account was successfully cancelled online on 10/23/and as a courtesy, per your request, we have refunded your charge of $on 10/23/as wellPlease allow up to business days (from the refund date) for potential bank processing time
If you need additional assistance we are available Mon-Fri 6am-6pm PST at XXX-XXX-XXXX
Sincerely
Rocket Lawyer Support

Complaint: ***I am rejecting this response because:Sincerely,*** ***

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
A representative from Rocket Lawyer's, ***, contacted me day after filing my complaint with the Revdex.comWe were able to figure out what happened, there were accounts created by mistake and of them was still active and still being billedOnce this was determined to be the problem the company rep agreed to refund the complete amount right awayThis is a satisfactory resolution and I appreciate the Revdex.com for their prompt and efficient complaint resolution process Sincerely, *** ***

Hello ***,
We are very sorry, but once a dispute has been filed we work hand-in-hand with your financial institution to come to a resolutionIf you have lost your dispute, you will need to discuss it with themOnce a dispute has been filed we cannot refund the customer directly, even if the customer has lost their disputeAgain, we apologize for the inconvenienceYou can contact us directly at [email protected] or call 877-881-(M-F, 6am-6pm PT.)

Initial Business Response /* (1000, 5, 2015/05/11) */
Hello ***,
Rocket Lawyer's Q&A feature is to get simple legal answers to simple questions by our network attorneysMost attorneys are not in their offices on the weekend and we show that your question was posed on Saturday, 5/2/We
apologize that there may have been some confusion regarding the timeliness of getting your answer
Your legal question may have been better served by an actual consultation with an attorney if you felt that the separate answers you received were not sufficient
Please be advised that the cost of your Q&A question has been refunded to your credit cardPlease allow up to business days for this to post by your financial institution
Sincerely,
Rocket Lawyer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/20) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
***, We are sorry to hear that there has been this misunderstandingIt is true that with the email address that was
provided through the Revdex.com, doesn't have an active account with Rocket Lawyer; however, if since you are seeing a monthly billing of $39.95, this tells us that there is an active accountI will try and call you to discuss the matter and locate the accountWe would be happy to issue a refund as necessary and come to a resolution, but we will need to find the account firstYou can expect an email and a phone call from me to address this

Hello ***,
Again, we greatly apologize for this situation at hand and we are sorry that the one month of service disinterests youUnfortunately we are unable to refund and further chargesPlease contact us at anytime at *** (M-F, 6am-6pm PT) or by email at ***