Rocket Lawyer Incorporated

Hello [redacted], 
 
 I greatly apologize for this situation at hand, but I did want to give you an explanation as to why you were charged. Our records indicate that, on 1/24/2016, card information was entered to start a 7-Day Free Trial for on Premium Monthly Plan. The 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 box. For your reference, I have included this text here:
"How our 7 day free trial works
After the trial, you will automatically receive a premium membership at $39.95 per month and your service will continue uninterrupted unless you decide to cancel. If 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 PT. No 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 $199.75 as of 10/3/2016, but as a courtesy we have refunded an additional $119.85 bringing the grand total to $319.60, which is the amount you had requested. Please allow a total of 7-10 business days for the refund to process. I have sent you and updated refund issued email that will state the total amount of $319.60
Also, I have attached a screenshot of the check out page that includes the text that I included here. It is highlighted in yellow. If you need anything else at all, please let us know.

Initial Business Response /* (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 works. Any and all of our...

options for accessing the documents require a selection whether it is to purchase or to use the membership. Upon putting in your card information, the trial membership was selected. 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. This 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 10/21/2015 and as a courtesy, per your request, we have refunded your charge of $39.95 yesterday (11/23/2015). Please allow up to 7 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 /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX ext. [redacted]
Contact Email: [redacted]@rocketlawyer.com
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.
We show that your account was successfully cancelled online on 12/21/2015 and as a courtesy, per your request, we have refunded your charge of $239.70 today (12/22/2015). Please allow up to 7 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
Complaint Response Date bumped because: Holiday

Hello [redacted],
 
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 account. We have received notification that you have disputed transactions on your Rocket Lawyer account. The...

dispute process prevents us from issuing any refunds on disputed charges as those are being handled by your financial institution. If 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 877-881-0947 (M-F, 6am-6pm PT.)

Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX ext. [redacted]
Contact Email: [redacted]@rocketlawyer.com
Hello [redacted],
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.
We show that your account was successfully cancelled online on 9/23/2015 and as a courtesy, per your request, we have refunded your charge of $39.95 today (9/30/2015). Please allow up to 7 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 /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfied request

Initial Business Response /* (1000, 5, 2015/11/13) */
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.
In addition, the $4.95 was not a plan that was offered at the time of your subscription, documents normally cost upwards of $49.95 a piece. The $4.95 is a promotion is when a card didn't accept the initial billing, it will automatically transition, so as to not interrupt the legal services being provided.
With all that being said, we show that your account was successfully cancelled online on 11/9/2015 and as a courtesy, per your request, we have made the following adjustments to your account. We have issued an additional refund of $998.75 today (11/13/2015). this brings the total refunded amount to $1133.45. This is a full refund. Please allow up to 7 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