UpRight Law, LLC

Initial Business Response /* (1000, 7, 2015/07/08) */
Contact Name and Title: [redacted] M. [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@uprightlaw.com
I am the Managing Attorney at UpRight Law for Enhanced Services. When we became aware that this client was feeling this way, I...

immediately contacted him and addressed all of his concerns. Communication and customer service are of the highest priority to UpRight Law and if a client feels that he or she has not received the proper amount of communication, our Enhanced Service team will reach out and solve any problems that any of our clients may encounter. In this case, I did just that. This client ultimately decided this bankruptcy route wasn't the road that he wanted to walk, so took active steps to put him in the best possible position as we parted ways. I also gave him my direct contact information so that if he changes his mind again, I can be here to meet any of his needs. He is now satisfied with his result.

I am a Managing Associate with Upright Law. Immediately upon receiving Ms. F[redacted] complaint, I reached out to her to address her concerns. Unfortunately, I have not yet made contact. I left Ms. F[redacted] a voicemail with my direct number, and sent her the following email:Hello T[redacted]I just left you a...

voicemail with my contact information. I am hoping to speak with you regarding your Revdex.com complaint, and address your concerns.Please give me a call at your earliest convenience - my direct contact information is below.I look forward to speaking with you.Regards,P[redacted]We take Ms. F[redacted] concerns very seriously, and have already begun working towards a resolution, including providing her with a full refund. We will also take her feedback into account as we continue to improve our processes to ensure an exceptional client experience. I look forward to speaking with Ms. F[redacted] to resolve her concerns.

I have communicated with Mr. G[redacted] via phone and email, and have provided most of the requested information, including updated accounting. I have assured him I will personally follow up on the remaining refund to ensure he is entirely satisfied.

I am a managing attorney at UpRight Law.  Another managing attorney at UpRight Law reviewed client Constance [redacted] file and noticed that the issues addressed in the complaint had already been addressed by a staff member who proposed a mutually agreeable plan to resolve the issues in the...

complaint. The managing attorney also called Ms. [redacted] to confirm that her concerns had been addressed fully.  We trust that this complaint has been resolved and we are happy to continue representing Ms. [redacted].

I am one of the managing attorneys at UpRight Law.  After receiving this notification from the Revdex.com, I immediately checked into this account and discovered that there was a ticketing error which led to a delay in this refund being processed.  We fixed the issue immediately and the refund...

has now cleared.  We sincerely apologize for the delay and wish this former client the best of luck in all of his future endeavors.

I am the managing attorney at UpRight Law for our Enhanced Services Department.  When I was notified of this complaint, I reached out to this former client to speak with him about his concerns.  Unfortunately, I have not yet reached him and he has not yet contacted me back.UpRight Law...

begins the process of working on cases from the moment we are retained by each client.  Every client is told this verbally at the time they retain UpRight Law and a contract for services is sent to every client which also explains this.  It is true that the cases are not completed and filed with the Court until the clients finish their payment plans and this is also explained to every client at multiple times throughout the process including at the time the client hires UpRight.  We further explain that if a client changes his or her mind and decides not to move forward, any refund will be determined by the amount of work that was already done on the file and the client agrees to rates of billing for that work.Everything that UpRight Law agreed to do was done for this client.  The client retained UpRight Law, UpRight Law began working on the file, the client asked to cancel services, and a full accounting of services was prepared and provided to the client.  UpRight Law had an attorney contact the client and explain the accounting of services to him and he understood that since he had not completed his obligation to pay for his bankruptcy and UpRight Law had completed more that $1,200.00 worth of work on his file, no refund was due.There is no half-way with bankruptcy.  This client complains that he did not realize any benefit for having paid $800.00.  We do not dispute this.  To gain the benefits of filing for bankruptcy, any client must finish their bankruptcy.  This client had not even paid half of his fees when he canceled services.  He did not finish providing the information and documentation required to file his case.  Providing some information, documentation and paying part of the fees will not get any client a discharge in any Court in this country.If this former client would like to discuss this further or would like to make me aware of any special circumstances, I would be more than happy to work with him.  However, no law firm can refund money to clients that was paid for work which has already been completed.

Initial Business Response /* (1000, 7, 2015/09/08) */
I am the Managing Attorney at UpRight Law for Enhanced Service and I contacted Ms. [redacted] immediately upon becoming aware of her concerns. When our clients call us for a free consultation, we have to take information directly from the client so...

we make a determination about what the client can and cannot do in the bankruptcy process. Included in that is an estimation of the amount of debt that the client may have. When a client estimates their own debt to be at a certain level, we have no reason at that time to disbelieve them. In this situation, our client estimated a little higher than was the reality of her debt profile. Since we are a law firm dedicated primarily helping our clients with their debt, it becomes difficult to help those people who do not have much debt. This client and I discussed this and I provided to her an accounting of everything done on her file thus far. I emailed that accounting to her about a week ago with an invitation to contact me with any questions. She has not done so, so I believe that she is satisfied with her result. We wish her the best of luck with all of her future endeavors.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)

Because upright law contacted me and I told them of everything in my creidt nevver lied all I want is my refund of 1500 back they are chargein me 1100 for phone calls when I have been trying to cancle them these people are a scam I sent all info to attorney General in Springfield il
Final Business Response /* (4000, 11, 2015/09/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@uprightlaw.com
On August 31, 2015 I spoke to this client about this complaint. I explained at that time that we begin work on all of the files at the time that the client hires UpRight Law to help resolve their debt problems. I further explained that we begin this work based on the information that we get from the client at the time they hire us. We do not now, nor have we ever, thought that this client lied about her information. Still, the information ended up being incorrect. We moved forward with the case on the good faith belief that the information was accurate. At the end of that conversation, I agreed to complete a full accounting of the file and provide to her any refund that she is due.
Later that same day, on August 31, 2015, I completed the accounting of the file and emailed it to the client. That email read:
Dear CLIENT,
As we discussed, I have created and attached a full accounting of your case file. I will call you tomorrow morning to go over with you and answer any questions that you may have.
Thank you and have a great day!
-Managing Associate for Enhanced Services
On Tuesday, September 1, 2015, I called the client back and left a voice mail letting her know that I would be happy to go over the accounting with her and discuss any of her concerns. The client did not opt to call me back.
Later that day, on September 1, 2015, the client sent me an email with only an email address in the body of the email. I responded:
Dear CLIENT,
You replied to my email with only an email address. Did you mean to ask me something?
Thank you and have a great day!
-Managing Associate for Enhanced Services
The next day, on September 2, 2015, I called the client again and left another voice mail asking her to call me back if she has any questions or concerns about the accounting or her refund amount. The client again chose not to call me back.
Yesterday, on September 8, 2015, our response to the Revdex.com was due, so I responded that the case was resolved because I had no reason to believe the client had any further concerns.
When I learned today that the client has concerns that have not been addressed, I called her again. There was no answer and I have not gotten a call back yet.
Should this client decide that she would like to discuss these issues or any others with me, I am here to help resolve her concerns. I have given her my personal contact information many times, including today. We at UpRight Law take very seriously our commitment to our clients and I would love to do anything in my power to resolve any concerns that she still has.
Final Consumer Response /* (4200, 13, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Iam takeing further action because Upright is charging me 1100 hunderd dollars of my money for calls and I dont understand why and also that was never stated In the contract. I just feelthatI have been scam the very frist time when they called me .I had felt I was scam and I tryed to back out of bankruptcy but [redacted] avised me this would be good to go forward and u will be happy so I went forward and then find out iam not eligible for bankruptcy I never lied about anything everything is recorded I was always honest .please refund whats owed to me thank you I payed 1500 hundred dollars

I am the managing attorney at UpRight Law for our Enhanced Services Department.  Immediately upon receiving notification of this complaint, I contacted this client.We offer her our most sincere apologies that she was frustrated with the customer service that she received from our firm....

 Outstanding customer service and client experience are among our highest priorities.  In a number of ways we fell short of our goal in the regard.  After discussing these issues and resolving these concerns, this client remains with UpRight Law today and we look forward to continuing to support her needs as we work to get her to a better place in life.

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,
Charles C[redacted]

I have been trying to get a hold of Ryan [redacted] from UPRIGHT , but my calls are not going through . ...Please call me from your 800 #....I would like this resolved as quickly as possible . .. case# [redacted]... MY # IS [redacted].TYSue [redacted]
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,
Sue [redacted]

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]

I am a managing attorney at UpRight Law.  Upon receiving this massage, I tried to call this former client again.  Unfortunately, she was not available to take my call.  I sent her the following email:Dear Ms. Xxxxxx,     I just left you a voicemail and I am writing you now so that you have my direct contact information written down.  You can find this contact information at the bottom of any email from me.     I received your message to the Revdex.com.  I would like to address the things that you brought up in your message in order.1.)  I don't understand what you mean when you say that you can't respond to my email.  My email address is working and has always been working.  I send and receive more than a hundred emails a day without issue.  If you only meant that you did not receive my email, I'm confused as to why you did not call the firm and ask to speak to me when you received the response from the Revdex.com on November 24.  Either way, my line is open to you and I invite you to call me back at your convenience now.2.) I don't understand why you think it would be lucky for our firm that you did not receive my emails.  The point of the emails is to open a dialogue by which we can resolve the complaint that you levied against the firm.  I am emailing you because I want to communicate with you.  If you are not receiving these emails, such a circumstance only frustrates that goal.  I am trying to help you.  If we cannot communicate, then helping you is significantly more difficult.3.) Nothing in my response was a lie.  I called and emailed you.  I have not received a call back.  I did not assign any associate the task of contacting you on my behalf.  There are people who work here that may have contacted you in addition to my call, but I did not tell them to do so.  They would have done so in the course of their regular jobs.4.) I never told anyone that you should not have gotten any refund.  I don't know what conversation you're referring to with this statement, but I do not have to get authority from anyone else to make a refund.  I am the person who makes these decisions.  5.) Your initial call was not recorded.  We tell everyone that calls the firm that their initial call may be recorded for quality assurance and training purposes, but not all calls are recorded and this call was not recorded.  We are not refusing to listen to the call; we do not have a recording of the call to listen to.6.) The person who performed your intake is a licensed attorney with more than a decade of bankruptcy experience.  He did not lie to you.  There may have been a misunderstanding in your conversation with him, but he would not tell you that your contract for deed would be entirely unaffected by a Chapter 13 filing.  You can keep your contract for deed.  However, the manner that you pay it off may be slightly different in a Chapter 13 Bankruptcy than it would be if you do not file your case.7.) The amount of trustee's fee that a person pays in a Chapter 13 are determined by the amount of debt that is paid through the Chapter 13 Plan.  The type of debt being paid has nothing to do with that calculation.  When you call me back, I'll be happy to give you a more thorough explanation of this.     In sum, there have clearly been a great number of misunderstandings here.  Please call me back at my direct number below and I will be happy to discuss this with you.  FYI, I am out-of-town on business Wednesday through Friday of this week and I will be back in the office on Monday if you cannot call me today.  Thank you for your time and I look forward to speaking with you soon.Kind regards,Xxxx X. Xxxxxxxx

I am the managing attorney at UpRight Law for Enhanced Service.  Long before this complaint was issued to the Revdex.com, I was made aware of this former client's complaint.  She claims that she received an email from a former employee saying that she would be given a refund for $300.00 more than...

the authorization states.  We have told her many times that we will stand by anything she was told by our people if she can simply forward us that email.  She refused to do so.  I then obtained access to the email account of the former employee in question and searched through his emails.  I was unable to find any email communicating a refund amount $635.00 to her.  I have called and left her numerous voicemails asking for a call back, but she has not responded.UpRight Law stands at the ready to service her needs if she is willing and able to show us her assertions about what she was told are true.  Right now, all we have to go on is the authorization that was communicated at the time, which was a refund amount of $335.00.  We refunded that.  She told us she was told she could have another $300.00 via email, but has shown us no email communicating as much and my independent inquiry found nothing to that effect.  We are here to help when she is ready to talk.

Final Consumer Response /* (2000, 5, 2015/06/11) */
Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
1 message
[redacted] Wed, Jun 10, 2015 at 10:08 PM
To: "Revdex.com (Do Not Reply To This Email Address)"
This has been resolved. I got my full refund back....

Thank you for your assistance.

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]

I am a managing attorney at UpRight Law.  When I received this complaint I started reviewing the case file.  Since the time the complaint was entered, this client has decided to move forward with his case with our firm.  We're very much looking forward to helping him along his path to...

a fresh start.  We also sincerely apologize for any inconvenience or frustration he may have incurred as a result of any customer service issue.  Should he have any further questions, comments or concerns, we'll be right here to help every step of the way.

I am a managing attorney at UpRight Law.  Immediately upon learning of this complaint, I reached out to this former client to help resolve his concerns.  Unfortunately, He was not able to answer and his voicemail is not set up.  I sent the followiing email to try to contact him:Dear...

Mr. J[redacted]     I just tried to call you so I could discuss your Revdex.com complaint with you.  You said a number of things in that complaint of which I have to disagree.  Still, I would like to work out a resolution to your concerns.  If you would please give me a call back at my contact information listed below, I would greatly appreciate your time.Kind regards, Xxxx X. Xxxxxxxx     I'm very sorry to learn that one of our former clients feels this way.  I'll be happy to try to help him upon his return of my call.  No one at this firm has ever intentionally given him or any other client bad advice and any payment plan entered into with the firm is always at the election of the client, so have to disagree with much of what he is trying to say in his complaint.  Even so, I would be happy to help him when he calls me back.

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,
Carolanne L[redacted]

I am the VP of Client Experience at UpRight Law. When I heard about Ms [redacted] concern, I immediately reached out to her via phone and email to let her know that we appreciated her feedback, and were acting on processing the refund, immediately; but needed to reconfirm which form of payment on file,...

to direct the refund. She immediately returned my voicemail, by calling into our Client Services Team, with the correct information, allowing us to process the refund, today. Her response to my email, once she received this receipt in her email, was a rating of "Happy" via our Hively voice of the customer feedback process. This is a clear indicator, that she was please with the speed with which action was taken, once we understood her concerns. I trust that she will reply to this response, satisfied, and even remove any other negative reviews she may have elsewhere, knowing that she has all of my direct contact information, if there is any way that I can assist her directly in the future.Here is a copy of the receipt of her full refund:Merchant Account: [redacted]Date/Time : 06/08/2017 4:06:20 PM CDT-------------------------------------Transaction Information-------------------------------------Order ID : [redacted]Description : [redacted] Full RefundTransaction Amount : $-1,885.00Transaction ID : [redacted]Transaction Type : Card CreditResponse : SUCCESS-------------------------------------Customer Billing Information-------------------------------------First Name : [redacted]Last Name : [redacted]Country : USPhone :Email : [redacted]

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,
Rebeccah C[redacted]