Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September *, I was looking for a document to fill out to give to my doctor for my end of life choices and I found law depot saying that they had free documents you had to sign up for an account to get the free document I signed up and then Made the document and then canceled then in order to print I had to re-log into my account, which apparently started on the account again and they then continued to charge me $** a month until I happen to catch it on my November statement so they charge me September October, November and possibly December. Im not sure yet seeing that this happened. I asked the company for a refund and they proceeded to tell me that they were not going to give me a refund for the other months, but would give me one month refund because I had not canceled my Account well the reason I went back on there is because I wrote a review about how bad the process was and they contacted me and asked me to change my review I did and then they proceeded to take the money from me and now are taunting me saying I shouldve seen this every month on my account the only thing That highlighted this was the fact that I saw it had an international transaction charge and because debit card transactions are extremely difficult to identify by the small identifier given by my bank. I missed this on the account. I will provide any of the customer service response responses to you that youre interested in, but I have asked them a number of times to please return this money.

  

  Business Response

  Date: 02/01/2025

  Hi *****,

  Thank you for contacting us and sharing your feedback. I understand how concerning this situation must be, and I appreciate the opportunity to clarify.

  
  On September *, we received and processed the cancellation of your first trial subscription at **** PM ET, and a confirmation email was sent to you. As noted on our website, an active subscription is required to print documents. After you reactivated your trial subscription at **** PM ET to print, there was no additional cancellation received within the trial period, and the subscription transitioned into a monthly plan.

  
  Please note that our charges are based on subscriptions rather than usage. According to our Terms of Use, LawDepot is not obligated to issue refunds for free trials that have properly converted to paid product access. However, as a goodwill gesture, we provided you with a one-month courtesy refund. We will not be able to provide additional refunds to you at this time.

  
  Regarding the international transaction charge you mentioned, LawDepot does not apply such charges for users within *****************. If you can provide a screenshot of the transaction showing the additional fee, I would be happy to investigate this further.
  If you have any further questions or concerns, please feel free to contact us.
  
  Regards,

  *****
  Customer Support Manager

• Initial Complaint

  Date:02/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These law depot has been ******** money from my checking account. I have no idea how they received my cc info. There taking money without any consent to do so. Law depot I'd a group of theives.please help me

  

  Business Response

  Date: 02/12/2024

  Hi *****, 

  Thank you for bringing this to my attention.
  Upon reviewing your account, I can confirm that your email address, ************************ is associated with an active 1-Year Pro subscription with LawDepot. Your subscription started on September **, 2022, and you have accessed multiple estate documents. Please note that your subscription has been automatically renewed on a yearly basis.
  If you would like to cancel your subscription, please let me know, and I'll be happy to assist you with the process. If you want to manage your documents and subscription, you can log in to your account at **********************************************.

  Let me know if you need further assistance.

  Regards,

  ***** ****
  Customer Support Manager

• Initial Complaint

  Date:14/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to cancel subscription. Lady on phone says no account information was put in but am remembering putting my credit card in. Putting in a complaint because gray button is grayed out and people cant cancel, it says no credit information is on file but just in case they bill me after recorded the lady requesting cancelation, because i see from other sites they have figured i would leave a review. Please cancel my account. Today makes day 5. I started on the 9th so am within my 7 day cancelation free trial period.

  

  Business Response

  Date: 15/11/2024

  Dear ******,

  Thank you for reaching out to us.
  After reviewing our records, we were unable to locate any subscription associated with the email address ************************ If you believe you signed up and subscribed to a trial, please provide the order number for further investigation. You can find this information in the order confirmation email we sent to your registered email address.
  If you are able to log in to your LawDepot account, you can manage your subscription under the "My Account" section. There, you should be able to cancel your active subscription, even if the cancel button appears in grey.
  Please dont hesitate to contact us if you need further assistance.

  
  Best regards,
  Cally 
  Customer Support Manager

• Initial Complaint

  Date:31/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Opened a free trial account on ** August. Provided credit card as required. Opened a document and found it would not work that same day.Immediately went to website and hit button to cancel. * days later was charged $**USD. I note website says $** and company is Canadian! Repeated in September when credit card bill received. Charged again in September and October. Total $****** Spoke to a person at the phone number on the website who said they "could not refund and transaction older than * days". They did acknowledge the account was not used after the day it was created.Want $$ refunded

  

  Business Response

  Date: 31/10/2024

  Hi ****,

  Thank you for reaching out. I understand that the recent charge may be confusing, and I want to help clarify it for you.

  
  All pricing information, including the subscription renewal terms, is displayed on our license selection and checkout pages. Additionally, we sent a trial confirmation email when you signed up, which included the trial end date, renewal pricing, and other relevant details. We understand you did not intend to renew the subscription, and we didnt receive a cancellation request on file until we received your call today. Our representative has now canceled the subscription, and you will not be billed further for this account.

  
  In accordance with our refund policy, LawDepot does not provide refunds for free trials that automatically convert to paid access if not canceled. Our subscription charges are based on the term rather than on account usage, so charges continue until a cancellation is made.

  For further details, please refer to our Terms and Conditions (*********************************************).

  
  Thank you for your understanding.

  Regards,

  *****
  Customer Support Manager

  Customer Answer

  Date: 04/11/2024

  Signed up for free trail.  Cancelled using the Law Depot website the same day.  ********* agreed I never accessed the account after the first day.

   

  Customer Answer

  Date: 04/11/2024

  I cannot open the business response.

  Customer Answer

  Date: 04/11/2024

  Complaint: ********I am rejecting this response because:

  Same reply I got.  The issue is the same as reported by many on social media and bulletin boards.  I cancelled the trial the same day on their website by touching the cancel button.  They conveniently seem to not acknowledge receipt of cancellations and continue to write bills.Sadly the website (in ******) shows monthly charges at $**/month or about $**USD.  No response to billing at a higher amount ($**USD).  Am sure you agree I have proven that difference and the merchant ignored that part of the complaint.This company certainly does not want or care about customer relations.My US address is below.  ** address in W ****** if you require.**** ********* **************************************************;****** ***************** Sincerely,W **** *********

  

  Business Response

  Date: 04/11/2024

  Hi ****,

  Thank you for your reply. I understand your concern regarding the differences in subscription charges across countries, and Id like to clarify how our licensing works.

  
  Your license is valid for the country of the document selected at the time of purchase. If you purchased a license through our US website, it grants access specifically to US-based documents and resources. For this reason, the charges associated with your subscription will reflect US pricing. Similarly, if you need access to Canadian documents, a separate license through our Canadian website would be required. Each license grants access solely to the documents on the site where it was purchased, and pricing may vary by region and currency.

  
  According to our records, we do not show a cancellation on file within your trial period. If the cancellation had been successfully completed, you would have received a confirmation email from our system. If you have a copy of this confirmation, please feel free to share it, as it will be very helpful for us to investigate further.

  
  For more detailed information on our subscription policies, please refer to our Terms of Use here: *********************************************
  Thank you again for your understanding.

  Regards,

  ***** ****
  Customer Support Manager

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this site to help a neighbor with a legal form and it said it was free and I needed to cancel within * days. I cancelled the next day yet I was still charged and it overdrafted m account.

  

  Business Response

  Date: 02/10/2024

  Hello *****,

  Thank you for your email.

  After checking our records, we are unable to find an account for this email address ****************************** To assist you further, please provide one of the following:
  
  - Email address associated with this account
  - Order number starting with LWS
  - First and last four digits of the credit card used for the purchase, name on the card and the date of purchase.
  
  Once we receive the information, we will promptly assist you.
  
  Regards,
  
  *****
  Customer Support Manager

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,This was a service that I never used I did not open this account. Yet, I was charged * times and when I reached out to the company about it they would not do anything. I was greatly discouraged and did think to dispute even some of the charges because I knew it was after the allotted time that my credit card company gives me; and half of the charges could not be disputed for that reason. I really feel that this is an unethical situation and any help you can provide to make it right would be greatly appreciated. Sincerely,******

  

  Business Response

  Date: 13/09/2024

  Hello ******, 
  
  

  Thank you for taking the time to reach out to **, we are always looking to improve our services. 

  Our records show that a **day Free Trial Subscription applied to your account on May **, 2023. As stated on the website, it renews to a monthly subscription if a cancellation is not completed before the end of the * days.
  
  The last recorded charge was on January **, 2024, a refund cannot be considered because our payment processor does not allow us to process refunds that far back. We apologize but we cannot refund any charges at this time. 
  
  Your subscription was cancelled on February *, 2024, and there were no further charges. Please check your emails for confirmation.
  
  Regards,
  
  *****
  Customer Support

• Initial Complaint

  Date:23/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a subscription that locked me out and cannot sign in. I wanted to cancel but they cannot find my account. I can't reach them by phone nor can I cancel because I cannot log into the account.I want a refund for not being able to use, it's been about * weeks now.

  

  Business Response

  Date: 24/07/2024

  Hi *****,

  We sincerely apologize for the disruption in our site and services.

  We are processing a full refund for all affected users now. If you paid by credit card, please expect the refund will be processed to your card in * * * business days.
  If you paid by PayPal, please provide your PayPal account for our processing.
  
  We greatly appreciate your patience and understanding during this time.
  
  Regards,
  
  *****
  Customer Support Manager

• Initial Complaint

  Date:08/04/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Ontario, a standard form residential lease must be used by the landlord to rent out a property after March 2021.
  
  See the Government Of Ontario's website and the link to the Tenancy Act: ************************************************ 
  The only exemptions are mobile homes and other fringe rental like worker's camps which doesn't apply in this case. When a statue use the word "must" it means compliance is mandatory.
  
  However, Lawdepot is trying to sell a residential lease document and claims that "Different provinces have different rules and regulations. Your Residential Lease Agreement will be customized for Ontario" making it sound like their residential lease is valid when it is not.
  
  They are basi***** trying to trick people to buy something and defrauding customers by selling a residential lease when there's a standard form required by the Ontario Government in residential rental units.
  
  You can see the above wording when you go to **************************************************** and click past the first property question and a drop down with a list of province will appear which includes Ontario.

  

  Business Response

  Date: 08/04/2024

  Dear ******,

  Thank you for reaching out to us with your concerns regarding our document templates, specifi***** the residential lease of Ontario.

  I want to assure you that all our document templates are created, reviewed, and updated regularly by our in-house team of legal professionals. These templates are designed to comply with the laws and regulations of the respective jurisdictions.

  For the residential lease of Ontario, we integrate our questionnaire into Ontario's standard form, ensuring that once you complete the questionnaire, all the provided answers are accurately printed onto the standard form. Different provinces have different rules and regulations. The form will be customized for each province. This process ensures that our forms are legally compliant and meet the necessary requirements. 

  I have tried to search for your account using the email address provided, but it appears that there is no active account associated with it. In order to print or view the full residential lease of Ontario, you must have an active license or subscription with us. If you need any assistance with this or have any further questions, please feel free to contact our customer support team at **************.

  Best regards,
  *****
  LawDepot ******** ******* *******

  Customer Answer

  Date: 11/04/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21543857, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2018-2024
  I signed up for a free trial, canceled before the trial period ended, and JUST TODAY noticed that I have been charged $33/month with no communication from the company until I requested to reset my password. I have not received monthly receipts (EVER). I just happened to notice on my banking statement (yes, I should have noticed a long time ago, but I didn't). I am appalled that a receipt was not sent to me at least each month. I would certainly have noticed that the trial/subscription was not canceled.

  

  Business Response

  Date: 08/02/2024

  Hi ****,
  
  
  We acknowledge your concerns regarding the email accounts you created with LawDepot, and we appreciate you bringing this to our attention.
  
  
  Upon my review, you signed up for our 7-day Free Trial Subscription on May 26, 2018. Since no cancellation was on file within the trial period, a monthly subscription began.
  
  
  Our charges are based on a monthly subscription model rather than individual user activities or usage. We want to assure you that we provided trial and renewal information both on our website and through email confirmations sent to you.
  
  
  We can confirm that we sent two emails to you pertaining to your order and membership details. The first email was dispatched on the trial start day, May 26, 2018. This email contained information about your trial period as well as details about the renewal process.
  
  
  The second email was sent on Jun 3, 2018, specifi***** concerning your membership. We understand the importance of these communications and have taken measures to ensure that all necessary information was provided to you.
  

  We understand your concern about the invoice receipt. Unfortunately, we do not send the receipt to the user automati*****, instead, user can view and download the receipt in LawDepot account. 
  
  According to our refund policy, LawDepot® is not obligated to refund charges for free trials that have been properly converted to paid product access. Therefore, we are unable to provide a refund to you.
  
  
  For more detailed information about our refund policy, please refer to our Terms of Use at this link: *************************************
  
  
  Your subscription has been canceled and no further charges will apply. Please check your emails for confirmation.
  
  
  Should you have any more questions or require further assistance, please feel free to contact us. We are here to support you.
  
  
  Regards,
  
  
  *****
  

  Customer Support Manager

• Initial Complaint

  Date:27/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  these people are frauds they sign you up for a trail and they charge you with without providing a recipt. they keep on being rude and disrespectful over the phone and they keep hanging up on my. i need a full refund. this company is a scam. they been charging me for over 4 month. they need to get it togther. the employees refuse to transfer me to thier manager.

  

  Business Response

  Date: 02/01/2024

  Dear *****,
  
  
  Thank you for your message and we are sorry for the experience you had with our representatives. I will listen to the recordings and provide coaching to them for a better customer experience in the future.
  
  
  I personally looked into your account; you signed up for our 7-day Free Trial Subscription on Sep 21, 2023, and had access to a Joint Venture Agreement document. Since no cancellation was on file within the trial period, a monthly subscription began.
  
  
  We want to assure you that we provided trial and renewal information both on our website and through email confirmations sent to you.
  
  
  We can confirm that we sent two emails to you pertaining to your order and membership details. The first email was dispatched on the trial start day, Sep 21, 2023. This email contained information about your trial period as well as details about the renewal process.
  
  
  The second email was sent on Sep 28, 2023, specifically concerning your membership. We understand the importance of these communications and have taken measures to ensure that all necessary information was provided to you.
  
  
  Your receipts are saved in your account profile, you can view and download the receipts by logging into your account. Email receipt is not available now, I appreciated your feedback and I have forwarded it to our development team for consideration. 
  
  
  According to our refund policy, LawDepot® is not obligated to refund charges for free trials that have been properly converted to paid product access. Therefore, we are unable to provide a refund to you.
  
  
  For more detailed information about our refund policy, please refer to our Terms of Use at this link: *************************************
  
  
  Your subscription has been canceled and no further charges will apply. Please check your emails for confirmation.
  
  
  Should you have any more questions or require further assistance, please feel free to contact us. We are here to support you.
  
  
  Regards,
  
  
  *****
  ******** ******* *******

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: 21060697
  
  
  
  I am rejecting this response because:

  I did not recive any emails from them. This company makes mist of thier money from charging consumer money and providing the consumers nothing in return for the money they charged. Beware of this company everyone they do not focus on consumer happiness and satisfaction, they only focus on making money. I do not accept the response. I an willing to settle for a full refund. I do not trust this company neither should anyone trust them. The lady was very rude and disrespectful over the phone she should be fired not retrained.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/01/2024

  Hi *****,

  I completely understand your frustration, and I apologize for any inconvenience you've experienced. I would like to provide some clarification regarding your subscription and address the issues you've raised.
  
  Our communication regarding your subscription, including trial and renewal details, was sent to the email address associated with your LawDepot account. Additionally, all messages were saved in your inbox within your LawDepot account for your reference.
  
  It's important to note that our charges are based on a monthly subscription model rather than individual user activities or usage. This model offers users unrestricted service throughout the month, providing flexibility for subscribers to access our services whenever needed.
  As part of our commitment to customer satisfaction, we aim to offer flexibility in managing subscriptions. Users can subscribe or unsubscribe from our services according to their needs.
  
  Regarding the continuation of monthly charges, as we hadn't received your cancellation, the monthly charges continued until the cancellation was submitted. Unfortunately, we are unable to provide a refund to you.
  
  I deeply regret any inconvenience caused, and I assure you that providing excellent customer service remains our top priority. I will personally investigate the matter further to ensure that any issues with our representatives are addressed promptly. Ongoing training and support initiatives are in place to enhance their skills and better serve our valued customers.

  If you have any additional concerns or questions, please feel free to reach out.

  Best regards,

  *****
  ******** ******* *******