UpRight Law, LLC

Initial Business Response /* (1000, 5, 2015/08/12) */
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 [redacted] When I learned of this client's problem, I immediately contacted her...

to resolve the issue. This was a simple case of miscommunication. Our processor of payments misunderstood the client's wishes. When I learned that the miscommunication had occurred, I called her, returned the funds and apologized for any inconvenience. The client understood that it was an honest mistake and is satisfied with the resolution.

Since the time this complaint was filed, this client has been in touch with at least 2 of our attorneys to move her case forward.  Unfortunately, since there was a 4-year gap in communication with this client, significant work needed to be done to bring her case file current.  That...

resulted in some delays and we apologize for those delays.  We look forward to being able to help this client achieve the fresh start that she is seeking and we're very happy that she has chosen to stay with UpRight Law to meet her bankruptcy goals.

I am a managing attorney at UpRight Law.  We're very sorry that this former client felt as though he had a bad experience with our firm.  By the time I was notified by the Revdex.com of this complaint, Mr. F[redacted] had already found a resolution with other UpRight Law staff members.  I reached out to him today be phone to ensure his needs had previously been met, but I was unable to reach him.  We wish him the best of luck on all of his future endeavors and hope he finds the financial assistance that he was seeking when he first contacted UpRight Law.

Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title: Ryan M. [redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
I am the Managing Attorney at UpRight Law for Enhanced Services. We consider accomplishing our client's goals to be our highest...

priority. Part of this is establishing what can and cannot be done in the bankruptcy courts. When we tell a client what we can accomplish through the bankruptcy process, we are using the information that the client gives to us to establish the possibilities available to that client. In this case, the client severely underestimated his income during the intake process, leading us to believe this client would be eligible to file under chapter 7. When we learned this was not the case, we immediately informed him of this fact and provided him with a number of other options that he could pursue. He ultimately decided to pursue one of the options that we discussed and he is now satisfied with the result he obtained from UpRight Law.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager was very helpful in getting me atleast half of my refund back and I am very pleased with the outcome

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 complaint, I tried to reach ot to this client by telephone, but I was not able to reach her.  I left her a voicemail with my direct contact information and I sent her the following email:Dear Ms. Xxxxxxx,     I...

just left you a voicemail and I am writing you now so that you have my contact information written down.  Please call me back at my number below when you have an opportunity.     I was calling to see what I could do to resolve the Revdex.com complaint that you lodged against our firm.  As an initial matter, in your complaint you stated that you haven't spoken with an attorney.  That is not true.  Xxxxxxxxx Xxxxxx, a Florida-licensed attorney at our firm spoke with you on 3.21.17.  The money that you paid this form for your case was not a deposit.  It was payment for services received and to be received in the future.  The reason that you were told that no refund was available to you was that the amount that you paid was less than the value of the services that you received.     That being said, I am certainly open to a discussion of why you may feel that this firm didn't treat you fairly and I would be happy to discuss how we can go about resolving this.  I look forward to speaking with you soon.     Kind regards,Xxxx X. XxxxxxxxI will be happy to discuss this further with this client when she has the time to contact me back.

I am a managing attorney at UpRight Law.  Immediately upon receiving this complaint, I tried to reach out to this former client.  Unfortunately, she was not available to speak with me at that time.  Therefore, I sent her the following email:Dear Ms. Xxxxxxx,     I just...

left you a voicemail and I am writing you now so that you have my contact information written down.  Please give me a call back at your convenience so I can address your concerns and we can process your refund.     Please let me also convey my most sincere apologies for your frustrations and the delay in getting your refund out.  It is clear to me that lack of communication in our firm led to an unacceptable delay in your case.  Because of that, I will be increasing your refund for the full amount.     I do believe that your characterizations to the Revdex.com were not fair as to the work we completed before your cancellation request.  I also think it was unfair to characterize the delay in your refund as our firm refusing to keep its word.  There were mistakes made here and I will increase your refund because of that, but those mistakes were not at all intentional.     In any event, please call me back at your convenience and we will complete the refund process together.Kind regards,Xxxx X. Xxxxxxxx

I am one of the managing attorneys at UpRight Law.  I have been trying to reach this former client to help resolve this issue and I am confident that we will be able to work out all of her concerns as soon as we connect.  I left her a voicemail with my contact information again today and I...

look forward to working with her to reach a conclusion of this matter.

I am the Managing Attorney at UpRight Law for Enhanced Service.  When I was notified about this complaint, I immediately tried to contact this client.  I left the first voicemail for this client on 2/18/16 at 12:39 p.m.  I tried again and left another voicemail on 2/19/16 at 4:20...

p.m.  I then sent the following email:Dear [redacted] I am one of the managing attorneys at UpRight Law and I just left you a voicemail. I am writing you now so that you have my contact information written down. I would like to talk with you about the complaint you filed with the Revdex.com. In it, you allege that the fees we withdrew from your account were unauthorized. I had the call pulled and I listened to it. There must have been some confusion, because it appears on the call that our representative asked you about the amount and date you wanted your payments to run. It appears that we ran the payments exactly as you asked. Please call me back at your earliest convenience so we can discuss this. Thank you and have a great day!I also gave the former client my direct contact information and to this date, I have not received a response.We consider an allegation of an unauthorized payment to be very serious.  If a member of our firm were to have intentionally processed a payment without consent of the client, such an action would be met with a harsh disciplinary response.  In this case, I pulled the recorded call and our representative very clearly addressed the issue of the dates and amounts this client wanted to pay.  There is nothing on the call that would create any confusion in my mind about what the client had authorized.  Everything appears to have worked exactly as it should have worked.  Since this client has not responded to my numerous attempts at contact to see if he would like to add any detail to his allegation, I have to conclude that there has been a mistake on the part of this client.  If at any point he decides to respond to my inquiries, I will be happy to speak with him.

I am the Managing Associate with Upright Law. Immediately upon receiving her complaint, I followed up on Ms. W[redacted] request for a refund. I spoke to Ms. W[redacted] and confirmed that the refund had been released and she should have it within the next few business days. I also sent her the email...

below with the refund receipt attached:Hello Ms. W[redacted]It was a pleasure speaking with you earlier. As promised, below is the receipt for the refund that was released to your account. Again, I am truly sorry for any inconvenience caused by the delay.Please feel free to contact me if you have any questions,Thanks,XXXI am happy to report we were able to promptly address Ms. W[redacted] concerns, and we wish her the best going forward.

I am a managing attorney at UpRight Law.  Immediately upon receiving this complaint, I attempted to contact this client.  Unfortunately, she was not available to speak with me at that time.  Therefore, I sent her the following email after leaving her a voicemail with my direct contact...

information.Dear Ms. Xxxxx,     I just left you a voicemail and I am writing you now so that you have my contact information written down.     I am trying to contact you in regard to your Revdex.com complaint.  I want to help resolve any issues that you have encountered in the bankruptcy process and provide you with my direct contact information for any communication issues that you may have in the future.  I also want to address what I believe are problematic communication issues that you have had with your local attorney and provide you with a partial refund for the customer service concerns that you have experienced.     I sincerely apologize for any failings in communication.  Making Clients Love Us is a core value of this firm.  I look forward to working with you to resolve these issues.  Thank you for your time.Kind regards,Xxxx X. Xxxxxxxx

I am a managing attorney at UpRight Law.  I called this client to address his concerns, but unfortunately, he was unavailable to speak when I called.  I left him a voicemail and I sent the following email:Dear Mr. Xxxxx,     I just left you a voicemail and I am writing you...

now so that you have my contact information written down.  Please give me a call back at your convenience.  I would like to help address any concerns that you might have.     Specifically, I think there may have been a miscommunication regarding your expectation about the services you have received as a client of our firm.  You mentioned that you believe nothing has been done on your case file.  That is not the case.  We use the information that you provide to us in your consult and intake to start the process of building out your case file in preparation of filing your case.  It is true that we do not generally file Chapter 7 bankruptcy cases until the fees for those cases have been paid in full.  However, the filing of the case is one of the last steps on a long path to debt relief through bankruptcy.  There is a great deal of work that goes into your file before the petition is filed with the [redacted]       This is precisely why we spell out the refund policy in the contract that you signed.  I'll be happy to work with you and I'm not opposed to giving you a refund in excess of the agreements that you made when you hired our firm, but I do not think it is fair for you to characterize our time thus far as worthless.      I look forward to addressing this and any other concerns that you may have when you have the opportunity to call me back.Kind regards,Xxxx X. Xxxxxxxx

I am a managing attorney at UpRight Law.  Upon receiving this complaint, I tried to contact this former client.  I have not yet reached her, but I have given her my direct contact information and I am happy to help her in any way that she still may need.There are a number of things in this...

compliant with which the firm does not agree.  First, every client is told why we are asking for their debit card information.  It is for the payment of the attorneys' fees to file their bankruptcy cases.  SInce I have not yet spoke with this former client, it is unclear to me what she thought her debit card would be used for if not to pay her fees.  Secondly, while it is true that she did not speak to her attorney, that's only because she did not answer his many calls.  An Alabama-licensed UpRIght Law bankruptcy attorney called her on at least 7 different occasions and left messages each time asking for a call back to discuss her case.Still, prior to receiving this complaint, the firm issued a refund to this former client and I would be happy to talk with her if she has any further issues to discuss.  Until then, we wish her all the best of luck in her future endeavors.

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,
Marquita J[redacted]

I am a managing attorney at UpRight Law. Another managing attorney at UpRight Law had the opportunity to speak with former client, George [redacted], in regards to his complaint, and they arrived at a mutually agreeable refund amount. Mr. [redacted] was provided with the managing attorney's direct contact...

information if he had any other questions. We trust that this complaint has been resolved and we wish him well.

I am a managing attorney at UpRight Law.  Immediately upon receiving this complaint, I looked into this former client's file and spoke with him.  First, it is not true that the firm did not issue this refund.  In fact, the firm attempted to issue the refund multiple times over the...

last few months.  This former client uses a P.O. Box in Hawaii to receive his mail.  The first time the refund was sent, the refund went to his home address and was returned to our accounting firm because of failed delivery.  The firm then sent the former client an invitation to receive an electronic payment, which the client rejected, opting instead for another paper check.  He then entered his P.O. Box into that website and there was a typographical error in that P.O. box address.  Because of that, the second check was also returned.  I then personally contacted this former client and effectuated the refund electronically.  We wish him the best of luck in the future and we hope he finds the financial relief that he was looking for when he first contacted UpRight Law.

I am a managing attorney at UpRight Law.  By the time I received the notice of this complaint, I had already spoken with this former client and resolved his concerns.  While we disagree with his characterization that our firm did not perform substantial work on his behalf, we also...

sincerely apologize for the mix-up in the telephone number that he wished to be contacted on.  It's unusual for a client to request to be called at work rather than on his personal line and when our representatives reached out, they followed the normal procedures, rather than his request.  For that we apologize and we wish him all the best of luck in his future endeavors.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12443433, and find that this resolution is satisfactory to me.
Sincerely,
Kristi [redacted]  I have spoken with Ryan Galloway and he has given me more information during this phone conversation then I have been given my entire time with this firm. He has cleared up all of my questions and concerns and has refunded me fairly at this time. Thank you.  Kristi [redacted]

This refund has now been processed and paid.  We regret that there was a delay in the issuance of the refund.  We wish this former client the very best in her pursuit of financial freedom and all of her future endeavors.

I am a managing attorney at UpRight Law.  I just spoke with this client and offered my sincere apologies that her case is not yet filed.  I will be working directly with the local partner attorney to ensure that the case is filed as quickly as possible.  The first step in that...

calculation is to determine whether all of the relevant documentation has been received by the local partner.  We are currently taking inventory of the entire case file and I expect that process to be completed later today or tomorrow.  We are very sorry for any frustrations or delays that this client has experienced in her time with the firm thus far and we will work hard to ensure that no further delays or frustrations befall her.