Rocket Lawyer Incorporated

Initial Business Response /* (1000, 5, 2015/07/09) */
Hello ***,
We apologize that you have had a less than satisfactory experience with our company
According to our records, we show an account associated with your email address but a $single document purchase was not what was
selectedOur Day Free Trial was selected on 6/24/insteadThere has been many attempts to charged your credit card since the Trial was never cancelled and it converted to a Monthly Legal Plan per the Terms that were agreed toHowever, all attempts to charge your credit card have been declinedWe are not showing any successful transactions taking placeWe also show no outbound phone calls made to the phone number we have on file
We have closed the account on file that is associated with your email address so it will not continue to try and bill your credit card
If you are seeing a charge for $on your credit card statement please contact our Customer Service Deptas soon as possible as it may be associated with another accountWe would need more information from you to locate this charge and resolve your situationWe can be reached Mon-Fri 6am-6pm PST at XXX-XXX-XXXX
Sincerely,
Rocket Lawyer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response /* (1000, 5, 2015/07/17) */
Hello ***,
We show that your information (name, email address, credit card) was used to create an account on 7/6/to create a contract between parties including a South African businessPlease be aware that Rocket Lawyer currently
does not carry documents that would cover international or South African law
Our Day Free Trial was entered into and then not cancelled until the day after the Trial ended so it converted to a paid membership on 7/14/
Someone who is aware of your email address and password *** into the site and cancelled the account the day it converted to a membership which was also the same day you were chargedUnfortunately, our systems currently do not have a way to automatically void a charge that transacts on the same day without our customers contacting us
We show that an email was sent to our Support Deptrequesting assistanceThe charge in question was voided (reversed) so we would not collect itStandard US processing time for voids is 7-business daysOnly days have elapsed since this occurred and there is a possibility that your credit card company will need the full business days (weeks) to drop the pending status from your transaction and remove it
The contract that was created in this account can be printed off at any time as it is stored on the website in the account for free
Sincerely
Rocket Lawyer Support

Hello ***,
I apologize for this situation, but on 10/9/2016, you and Rocket Lawyer were corresponding via emailYou gave us the email address: *** for your active account since the email address you were emailing from (*** didn't exist as an active
membership in our databaseDuring the correspondence, it was explained that we do not show any request to downgrade either by website, chat, email or phone call prior to 10/9/The terms and conditions were quoted during the conversation and we did refund out of months ($79.90), also offered to refund the other charge, but it was then stated that you were contacting your bank to deny/reverse the payments, and the dispute process prevents us from issuing any further refunds on disputed charges as those are being handled by your financial institutionThe total amount that was refunded was $on 10/9/and additionally the membership was downgradedWe have done our very best to keep in touch with you in regards to this situation, but you made it clear the last time you responded to our email that you did not want any further contact from us, but if you would like for us to assist you more with this matter, please let us know by calling our customer service line, *** We are open 7AM-7PM (MST)Thank you

***,
We apologize that this has been your experienceWe offer free options to our first time users, including the Free Trial Membership that you had signed up for on 4/1/Upon reviewing your account, we don't see any history that indicated a cancellation of the account, which would
result in the membership fee being billed upon the last day of the 7-day trial; however, as a courtesy to you, I can confirm that as of today 4/26/your account was successfully downgraded (cancelled) and I have issued a refund of $Please allow up to business days for this to reach your card
Don't hesitate to contact us if you have additional questions or concerns*** 6AM-6PM PST MON-FRIOr email response to the refund confirmation email that we sent you as well today

Initial Business Response /* (1000, 5, 2015/06/25) */
Hello,
We apologize that you experienced difficulty in getting in touch with usOur Customer Support Deptis available Mon-Fri 6am-6pm PST to assist youYour account can also be downgraded online under your Account Details tab on the
website
We do not show any email request to downgrade or cancel this prior to your annual billing date of 6/23/Once of our Representatives reached out by phone on June 18, to speak with you about your membership but was not successful in reaching you
As of 6/24/your account has been cancelled and the annual charge of $has been refunded in fullPlease allow your financial institution up to business days to process and post this to your card
Sincerely,
Rocket Lawyer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund issued and account canceled as requested

Hello ***,
The one charge of $that wasn't originally refunded has now been refunded back to you as of today, 10/13/Please allow 7-business for this last refund to processSo the total amount refunded was $The email address on the account under *** has received another refund issued email for this additional $refund

Complaint: [redacted]I am rejecting this response because:The dispute against the dispute against Rocket Lawyer has been closed Direct Express will not do anything because of the amount of years that it has been. I was in the hospital with blood clots I also have fibromyalgia which my brain cannot think should I have caught this earlier I would have been glad to dispute it earlier. But since the dispute is closed they don't have any reason not to at least give me half my money back. They are being very difficult they even have somebody else's name on the letter I explained it to them and I'm not accepting this their hands are not tied period I am asking for half my money back and I will be satisfied.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello,
We apologize that the email requests to downgrade were not addressed in a timely manner. Your account has been closed as of 8/13/2015 and a refund of $149.85 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 night. Customer 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

Complaint: [redacted]I am rejecting this response because:I only had 1 loan form and $39.95 for that is excessive. I did cancel (as I always do with trials), it's amazing so many requests are lost or don't go through. Companies like this keep making it harder to cancel. I wonb't dio any trials any longer.
 
This may be a good company but so many are not.
 
$39.95 for one loan form? Come on. Sincerely,[redacted]

Hello,
We greatly apologize for the current situation. We would like to do our best to resolve this matter with you. We should that a document along with Document Defense was purchased on 5/10/2017, but it looks like you had returned to our website, completed two more legal documents on the same...

day, and you had obtained them by upgrading your membership into the Premium Monthly Plan. We do not show any record that the membership was downgraded prior to your call on 7/12/2017. We do depend on our customers to either notify us to downgrade their membership when they are ready, or they are always more than welcome to do so themselves online through their own membership details within their account.
Please be advised that we have processed an additional refund in the amount of $30.00 (bringing the total refund to 109.90.) to the credit/debit card you used on Rocket Lawyer.Since you did use our services, the only charge that wasn't refunded was one month of service at $39.95. You will not be billed any further since the membership was downgraded.

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]

Hello [redacted],
We apologize greatly for this situation at hand, but it seems as though one of our representatives were able to reach out to you via telephone and were able to come to a resolution. It seems as though there were two accounts created, but only one was active and the other inactive...

account was the one that was requested to downgrade via email, but we had responded to the email stating that the account wasn't active and we could look under different email addresses for another account. We have downgraded the active account and also processed a refund in the amount of $159.80, but please allow 7-10 business days for the refund to process. If you need anything else, please respond to the refund email that you have received or call our customer service at [redacted] (Mon-Fri, 6am-6pm PST.) Thank you.

Initial Business Response /* (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 works. Upon putting in...

your card information, the Terms of the Trial very specifically advised that it was free for 1 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 card. We 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 transaction. Had you contacted us first we would have been happy to resolve the matter. Please 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 billing. There 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 /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If that "free trial and 7 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 everywhere. Ask people to cancel something that they didn't ask for is a huge ripoff. For thousands of your customers, includind me, you are doing a serious scam with a trap to catch customers.
Final Business Response /* (4000, 9, 2015/12/03) */
We strive to work with our customers in any issues or concerns that they have while using the services. As a reassurance, your feedback has been forwarded to or products team for review. While 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 account. As a courtesy, I would be happy to provide you free services with Rocket lawyer for an additional month. Please let me know if this is of interest to you.
Final Consumer Response /* (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 Lawyer. I just want my money back.

Complaint: [redacted]I am rejecting this response because: I did not receive adequate feed backSincerely,[redacted]

This customer contacted us on 7/6/2017 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 charge. We immediately cancelled her account and...

issued a full refund. A 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

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello [redacted],
We show that on 3/13/2014 an account was created on our website connected to an email containing your name. A contract was created on our website that also contains your name. The account was entered into our Free Trial and...

converted to a paid monthly legal plan because the Trial was never cancelled.
When credit card information was entered and the Terms of the Trial were accepted, it authorized us to charge your card for the monthly membership fee until it was cancelled.
If you go to rocketlawyer.com and log in with your email address and password [redacted] can see the document that was worked on. It is yours to keep.
We apologize that your request for a refund was not addressed in a timely manner.
We show that a refund for $39.95 was issued on 5/7/2015. Additionally, we have refunded your remaining balance as of 9/22/2015. A credit of $519.35 will post to your account within 10 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
THis is exactly what I was looking for. I do feel that even if I was a customer of theirs and I was to sign up for a "free" trial until I was to cancel is shady business. I have seen similar things in the past and in the terms and conditions portion they slide in that they will bill you until cancelled. The other thing I thought was a bit odd was that I didnt get an email from them every month that I was being billed but after I wrote them asking what my charges were etc I started getting a monthly statement from them stating account activity. Now why would they do that??? Its really no wonder that no body trusts anyone in this country any longer especially online, im not one for government interventions and rules telling businesses and people how to run their show but businesses like Rocket Lawyer ruin that for everyone. Ya maybe people need to read the terms and conditions more but really who does. Its a game of got ya playing into the hand of the "free Service" provider and to me thats enough to call it misleading. Just ones opinion. Thanks for all your help clearing this matter up, we can always rely on the Revdex.com to help make things right and ethical. Keep up the good work!
Thanks!
[redacted] R [redacted]

Hello [redacted]
I sincerely apologize for this situation and the inconvenience it may have caused, but it on 5/21/2016 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...

specifically. Your account was already downgraded (closed) as of 10/1/2016. As of today, 10/6/2016, we were able to successfully refund all 5 charges of $39.95, bringing the grand total to $199.75. Please allow 7-10 business days for the refunds to process. Additionally, you've received a downgrade/refund issued confirmation email also. If 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.)

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 it. It is my fault that I did not catch the billing fee on my credit card statement because my wife pays our monthly bills. I still say Rocket Lawyers web site is misleading and deceiving. No 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]

Hello [redacted],
 
We appreciate your feedback in regards to this matter. We will listen to the phone call and take the necessary steps to improve our customer service if needed. If you have further questions or concerns in regards to your account with Rocket Lawyer, please call [redacted]....

Thank you.