Royal Legal Solutions

purchased an asset protection package on May 16th, 2019. He received a written quote and refund policy before the date of his purchase.

The refund policy he received guaranteed refund up until the point of final delivery.

PS - For anyone reading this, please refer to the Terms of Service on our website for the current refund policy

Final delivery was completed on June 23rd, 2019 - 5 weeks after the original purchase, which is faster than the estimate we provided him. The delivery process consists of uploading documents into his "Final" folder (see below). We also send out an email with instructions. In order to be fully protected, clients must complete certain steps - signing documents, faxing or mailing documents to the appropriate governmental offices, etc... These activities aren't part of the refund guarantee as we can't control what our clients do.

On January 21st, 2020, *** requested a full refund due to frustration with recording his deeds. This is totally understandable. Working with local counties is pretty straightforward, but occasionally some counties present issues for any of a variety of reasons. When this happens, the only option is to work with the government until the issue is resolved.

Law firms don't have control over these local government offices. Neither Royal Legal Solutions nor any of its competitors provide refunds for what happens during the recording process - it simply isn't something we have any control over. That said, we do work with our clients throughout the process to make it as smooth and pain free as possible. In this particular case, *** was offered a full refund for the properties experiencing these issues, as well as credits on his subscription. This isn't part of our refund guarantee, but we want to give our clients the best possible experience, even if it comes at our own expense.

That said, *** refused the offer and said we owed him the full purchase price. He cited a different guarantee that had been mentioned verbally on a sales call, but when he provided us the particular timestamp in his video recording, the sales language was completely consistent with our refund guarantee.

For reference, at one point the sales rep mentions we would have his "properties all set up and ready to go for you." In the refund request, *** cited the word "property" was used instead of "documents, legal forms, entities, or anything like that." As a law firm, the only thing we do is provide legal consultations and documents, which the client then needs to sign and provide to the appropriate government offices as was also mentioned on the call. We don't promise or do anything to the client's physical property, nor do we guarantee refunds based on timelines when working with government offices. This was made clear on the call as well, so the original complaint is being taken out of context. Not to mention he was provided with clear and written refund policies after the completion of this call to avoid any type of verbal confusion as may have happened here.

In regards to his complaint that "months would go by with no contact," there was a one month stretch in October where we didn't provide updates. This was due in part to there being no updates from the county, but also in part to an internal communication error. We offered him an additional credit to his account for that since he was already experiencing frustration, but he declined the offer. Otherwise, we've been in contact with *** regularly, with communications being engaged in on 30 separate days and more than 60 emails, half a dozen phone calls, and a couple meetings taking place throughout. We've also initiated 73% of communications during this time, which was one of his complaints that we didn't reach out enough.

There was a short period where we stopped responding. This happened once he started emailing and calling team members frequently (sometimes multiple times a day). They provided a written email to clearly outline his refund options, but he continued calling at which point the team stopped responding until the issue could be escalated to a senior member. The senior member then conducted several phone calls and ultimately provided *** with the same answer - which is that we'd be delighted to refund the two problematic properties and continue working with the local government office until they record his deeds, but we can't refund an order that was completed successfully and delivered ahead of schedule.

The additional charges of $650 aren't some type of hostage endeavor on our part, but actually due to his request. *** wanted to dissolve the LLC we filed for him back in June. He could easily maintain this entity himself or request another law firm to provide a similar service, but he wasn't interested in that option. To dissolve an entity like this, we need to pay our team to spend time filing documentation as well as pay state dissolution fees. We offered to apply the refund amount on his property transfers toward the dissolution, which he accepted. This is much different than holding him hostage and forcing him to pay.

In the end, we completed his order well ahead of schedule, so it doesn't qualify for a refund. We do feel bad about the issues he had with the local county recorder and provided refunds on those properties - even though that isn't part of our refund guarantee. We've also honored his request to dissolve his LLC and applied his refund toward this process. This isn't holding him hostage as he could just as easily manage the LLC himself or use any other law firm to do the same. Hope this helps clarify things.