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:07/06/2023

  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.

  This company uses fraudulent and deceiving practices to enroll in memberships ! Consulting there site for free then charging exorbitent monthly fees of 40$ a month at perpetuity ... Definitely a sneaky way to make income for no services provided !!!

  

  Business Response

  Date: 08/06/2023

  Hello,

  Thank you for your feedback. I apologize if you feel we have not provided enough information regarding our 7 day trial offer.
  
  To clarify, our trial offer is free for a one week period. During that time, you can create, download and print as many documents as you need. You can cancel at any time and there is no obligation. You simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day window. You also receive an email recapping the offer details and the date and time to cancel by appear in the email.
  
  We do have you enter your credit card information for uninterrupted access to your documents. There are no charges to the card if the trial offer is cancelled within the seven day trial period.
  
  Please let me know if I can be of further assistance. I appreciate your feedback and we'll continue to work on our web site to improve all areas of service.

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

  Customer Answer

  Date: 08/06/2023

  
  
  Complaint: 20157983
  
  
  
  I am rejecting this response because: it is lies after lies from this company , the *** keeps receiving complaints years after years for this company and nothing happens i plan to put comments on social media and contact tv shows like la facture who airs the tricky practices of company like law depot ! They use tricks like answering on "junk mail" , who waste their time reading junk mail ?!, it is more than time for the *** to take this matter seriously ! Hundreds of complaints speak for themselves !

  
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 08/06/2023

  Hello ****,
  
  When someone comes to the site, they are given three options
  to purchase their documents:
  
  Hello,
  When you create a document, you may choose from three
  different licensing options:
  
  One Year Pro: $107.88. Create and print as many documents as
  you need for a full year.
  
  Basic: $7.50 - $50 per document, depending on the document.
  Provides full access to a specific period of time  date 
  This option self expires after two weeks.
  
  Free 7 day Trial: Free access to all documents for one week.
  $35 per month after that. No commitment - cancel online at any time. Once you
  have an account, type Cancel in the search box, and we will provide the link to
  cancel
  your account.
  
  When you sign up for the 1 Week Free Trial, we inform you
  that it is a Free Trial twice through the checkout process and then place the
  date and time to cancel on the bottom of the receipt we ask you to print out.   We then send you a confirmation email with the
  date and time to cancel.
  
  We send you a follow-up email on the 8th day,
  reminding you that your account is still active. After that, the charge is on
  your statement.
  
  We try as much as possible to ensure
  our e-mails do not go to the spam folders.  But for example, you can click
  on any e-mail you receive and add the sender to your junk email list, in which
  case all future emails you receive from that sender would go to your spam
  folder.
  
  *******
  ******** ******* *******

• Initial Complaint

  Date:06/06/2023

  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 signed up for the service for the 7 day trial. On three occasions I have tried to cancel the service. They back owe me $600+ and have only agreed to refund me $40. I have reported them to VISA but avoid them and this service!!!

  

  Business Response

  Date: 07/06/2023

  Hello *******,
  When you completed your Partnership Agreement, you were
  given three options to print, download and edit your document.  You selected the 1 Week Free Trial. This
  indicated that it was Free for 1 Week and would be $39/month. You can cancel
  anytime with no obligations.
  You then had to enter your credit card and agree to the
  terms of use.
  We then asked you to print out a receipt that had the date
  and time to cancel on the bottom of the receipt.
  We immediately sent you a confirmation email with the date
  and time to cancel at the bottom of the page in bold print.
  We followed that up with an email reminder that you still
  had an account with us on Feb 6, 2023. 
  After that, it shows on your credit card statement or bank statement every
  month.
  We continued to provide the service even if you were not
  using it. We have canceled your account and refunded your last charge.
  I am sorry, but as per the terms of use you agreed to, we
  will not refund any further charges.
  
  Regards,
  *******
  ******** ******* ********

  Customer Answer

  Date: 07/06/2023

  
  
  Complaint: 20152096
  
  
  
  I am rejecting this response because: I did complete a cancellation on day eight, accepting that I would be charged for the month. 
  

  In November I attempted to cancel again after my bank statements continued to show charges. I tried again in January of this year. 
  

  I did not receive a communication in February. 
  
  
  The multiple complaints on the *** website all outline the same difficulties in cancelling service. This is malicious fraudulent behaviour. 
  
  
  Sincerely,
  
  
  
  ******* ***********

  

  Business Response

  Date: 07/06/2023

  Hello *******,
  
  We do not have any record of a cancelation until you sent us
  an email on June 6, 2023, when we canceled your account.
  Please provide us with proof of any other cancelations that
  were made.
  
  *******
  ******** ******* *******

  Customer Answer

  Date: 07/06/2023

  
  
  Complaint: 20152096
  
  
  
  I am rejecting this response because: I never receive confirmation. I explained this is November and January. I should have taken a screen shot when I originally cancelled at the eight day mark. Or checked the many poor reviews online before I ever ended up in this situation. This is my last attempt here - please provide a full refund. 
  

  I have also reported this to **** 
  
  
  
  Sincerely,
  
  
  
  ******* ***********

• Initial Complaint

  Date:01/06/2023

  Type:Sales and Advertising 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 February 27th, I was in a hurry, I was on my way out of the door to sell my car and had forgotten to print a bill of sale. I knew there were free versions so I Googled "Free Bill of Sale Download". In the top results was lawdepot.com with the title, "Free Bill of Sale" in blue hyperlinked letters. I clicked and their website again said "Free Bill of Sale" top center in white letters with simple instructions: "Answer a few simple questions", "Print and Download Instantly", "It just takes 5 minutes"; there are icons for a car, a watercraft, and so on. I selected the car icon, clicked "Get Started" and "Create my Document". There is another green button with white letters that repeats "Create your free bill of sale in 5-10 minutes". There is a series of questions: State: Make, Model, etc of Vehicle; ...Vin number; ...odometer reading; and so on until "To Download and Print Your Bill of Sale select a Free or Premium License"! By this time I've entered all the info and I'm still are looking for a free download, as advertised, so I select "Free License". 10-12 pages after I started the process, they ask for my CC and I realize it has been false advertising and is not free at all. They are banking (quite literally) on people like me to sign-up thinking, "oh I'll just cancel this as soon as I have what I came for - A FREE DOCUMENT". I reluctantly enter my info because I've waisted time and am still in a hurry, print and rush off to sell my car. By the time I've gotten home its time to cook dinner, sleep, go to work, repeat. Some months later I notice a recurring $35 charge from lawdepot.com (which I've forgotten about by now). I look it up, search my emails and realize I forgot to cancel that "Free License" and have now paid $105 for that "free document". I call to explain my case and plead for a refund and am met with the old "sorry sucker its our policy...." ploy and the most patronizing and pedantic "escalation supervisor" who revels in landing another busy fish.

  

  Business Response

  Date: 02/06/2023

  Hello ***,
  
  When you created your Bill of Sale, you were given 3 options
  to print your document.
  1) 1-week
  free trial which stated that it was free for 1 week and would be $35/month
  after the trial ends.
  2)You were also given the option of paying a one-time charge
  of $44.00 so that you would not need to worry about canceling.
  3)There was also a 1 Year Subscription that was $8.99/month
  prepaid for 1 year.
  When you then selected the Free Trial when you entered your
  credit card, we again stated in a large green box that it is free for 1 Week
  and will be $35/month until you cancel your account.
  We immediately sent you a confirmation email with the date
  and time to cancel your account in bold print. With the link that takes you
  right to the cancel page.
  We followed that up with a reminder email that you still had
  an account with us on March 7, 2023. 
  After that, the charges are on your monthly statement. 
  As per our term of use that is posted on the website, we do
  not refund the monthly subscription. We give you access to the month that you
  have paid for.
  Our records indicate that your last charge was on May 6,
  2023, and you did not contact us until June 1, 2023.
  I am sorry but, as stated by the supervisor that you spoke to,
  we are unable to refund your charges.
  
  Regards,
  ******* *****
  ******** ******* ******* 

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: 20131836
  
  
  
  I am rejecting this response because these details about costs where not shown on their website as I have proof of uploaded to my original complaint. The only thing shown was the false advertisement of a free download and at the very end a free trial for seven days after which point if I didn’t cancel I would be charged $35 monthly as I explained in my original complaint. There was never any offer to pay any amount for a one-time download shown to me on their  website on February 27th now any affirmation that at least $35 would definitely be charged, that was supposedly only going to happen if I failed to cancel which apparently I did. I still request the refund because of the false advertising and baiting utilises by this company to get money for nothing. I literally only downloaded one document in three months and was charged $105 for it. That is ridiculous, this company knows it and should respond with kindness, understanding and a refund. They seem not to entertain an ethos of customer service given their whole bit is to take advantage of people like me. 
  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 02/06/2023

  Hello,

  The screen shots you sent are what you see at the start of creating a document.  Had you canceled the Free Trial within the 7 days as we stated your document would have been free. 

  I have attached a document showing you the three options you had to create your document. The screen you saw when you entered your credit card information. The receipt we asked you to print out and a copy of the two emails that we sent you.  

  Regards,

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

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

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: 20131836
  
  
  
  I am rejecting this response because: the first page of your attachment showing the middle option of a one-time $44 charge was not there on February 27th. The only two options I was presented was for a Premium or Free License, as I previously explained in my complaint. I did not deny that I knew I was supposed to cancel. I told you as much on the phone and in my written my original complaint herein this *** dialogue. Your emails starting on March 7th went unnoticed in my inbox as that was 11 days after I used your service and I  didn't recognize the name and though it was junk so just deleted without even reading it. Everyone gets so many junk emails that get through Spam filters, I literally delete 50-100 emails a day from businesses that I once used or ordered a product from online and news emails, etc. I had  forgotten the name of the website I used to download the Bill of Sale probably within 24 hours of downloading it. Obviously I had forgotten to cancel the subscription as well. If your company had really wanted to help clients not make this mistake, the initial email would have come before the "Free Trial" expired and made a better attempt to grab their attention. Goodness knows all the shopping sights use everything from emojis to colorful letters to bold fonts and all caps to grab your attention. Your emails - now that I see what you sent me in your attachment to your last reply - were very nondescript and intended not to draw attention and certainly not to invoke thoughts of cancelling. 

  What is unconscionable is that I told you I only used the one document, and yet had been charged $105 for it.  I also told you I thought I had cancelled, but must have forgotten to,  and after realizing I was being charged pleaded monthly with you for a refund as I had not used the service since downloading the Bill of Sale on February 27th.

  In comparison, I also attempted to download a Bill of Sale from **************** on the same day and went through a similar process but didn't even finish downloading the Bill of Sale. When I cancelled my accidental subscription to that service and emailed them asking for a refund in the same way I asked you, they didn't hesitate to provide excellent customer service. In fact, their representative apologized by email that I wasn't able to use their service and immediately refunded me for all three months of the subscription. I didn't even have to call them! This is what I would expect from you as well after informing you that I had been very rushed that day and did not intend to keep the subscription going and had not gotten any value out of it since downloading the one Bill of Sale which is not worth $105!

  Similarly, I discovered a recurring charge from an Antivirus service this week that was purchased in 2020 and had been charged annually, but only used on one computer for one year,  and the price kept going up every year after that, even though it was unused. I called them and they refunded me for the last year. Even that is better service than absolutely nothing. You should never patronize your customers especially when they have paid you three times over for one simple document that should have been free. You know that $105 is an unreasonable amount and I paid for more than the value of what I got. You know that this is human error and should be kind and understanding. Shame on you. At least I can add to the long list of similar complaints from other dissatisfied customers and hopefully save some people from wasting their money on your service. 

  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:13/04/2023

  Type:Billing 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.

  I went to them for a single document and at the end it says to cancel you subscription before 7 days to not be charged the $35. I cancelled it and just found out they have been charging me $35 for 9 months. I called and the told me that I never did cancel my subscription.

  

  Business Response

  Date: 14/04/2023

  Hello,
  I have read the conversation that you started with our
  customer representative. The email you kept giving us was for an account canceled
  back in 2018. When we asked you for another email address, you only gave us one
  other email address that did not have an account with us.
  When you finally gave us the first and last 4 numbers of
  your credit card.  At this time, we found
  the account under the email address ************************.
   Our records indicate this account was created
  on Feb 10/2020, to create a Living Trust. 
  When you signed up for 1 Week Free Trial, we explained that
  it was free for one week and would be $33/month until the trial ends.  You then had to enter your credit card information.
  On the side of this screen was a large green box that said If it’s Free, Why Do
  you Ask for Credit Card Information.   We again explained that it was Free for 1 week
  and would be $33/month after the trial ends. You can cancel at any time with no
  obligations.
  We then asked you to print a receipt out on the bottom of the
  receipt; it had the date and time to cancel your account.  We immediately sent you a confirmation email
  that stated the date and time to cancel your account in bold print.
  We followed this up with an email address with one sent to
  you on Feb 18/2020, explaining that your account was still active.
  On Feb 14/2020 you created:
  A Bill of Sale with name in it.
  End of Life Plan with your name in it
  Power of Attorney with your name on it
  Living will with your name in it.  
  Eviction with your name on it
  
  The charges were then on your monthly credit card statement with
  our phone number beside the charge to make it easy to contact us.
  On April 12/2023, you contacted us to cancel your
  account.  Once we were able to find the
  account, we canceled it.  Sorry, but we
  did not get a cancelation request before this, so we cannot refund your
  charges. 
  I will refund the March charge of $33.00 as a courtesy.
  
  Regards,
  ******* *****
  ******** ******* *******

  Customer Answer

  Date: 14/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19932174, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:22/03/2023

  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.

  - Transactions have ocurred since April 2021 till present. Exactly two years of continue charges.
  - Amount paid from April 2021 to April 2022 = 491.40 and from May 2022 to April 2023 = 528.84. Total paid $1,020.24
  - They provide with legal template forms
  - Nature of dispute is that they offered a trial service for 7 days and after that you are allow to cancel the service at not cost.
  - I have tried to raise my overcharged, privacy and billing concerns with their customer support without success. Their support over chat is not only insufficient, but their agents are rude and dismissive. I was charged for a subscription trial I cancelled prior to the rebilling, and support failed to acknowledge the concerns I raised to them. The last dealing after a few times was with a supervisor ******* ****** which became increasingly more hostile and aggressive and no longer wanted to help me find a resolution and ultimately hang up the phone to me.
  It is unfair to charge an individual $1020.24 for a service that was not used except for one day during a trial service. I totally understand individual responsibility and I also understand fairness.
  I haven't had a chance to deal with this situation as I have been dealing with some personal issues since Covid started and currently living out of a pension money which is not sufficient to cover all my bills, in the meantime I have to spend my time and enrgy fitting with this type of corrupted companies that take advantage of people like me. This is unfair!
  Looking for your help and would hope that this company is able to provide a full refund for the months where the service was not used.
  Sincerely,
  **** ******* **. I have attached all statements showing the charges under LAWDepot.ca and the below e-mail I have been getting from them which I though it was a **** so I did not act on it.

  

  Business Response

  Date: 22/03/2023

  Hello ****,
  As we
  explained to you on the phone. Twice through the checkout processes and by
  email that when you signed up for the 1 Week Free Trial you would need to
  cancel this account, or it would be a monthly subscription of $39/month.  This does show on your credit card statements
  every month with our phone number beside it to make it easy to contact us to
  cancel these charges.  
  On May
  3/2021 you signed in to create a Residential Rental Application.  You then used the service again on June
  14/2022 to create a Bill of Sale.  At
  this time, you again never canceled your account. 
  The email
  that you received letting you know your credit card needed to be updated was sent
  out because your card needed to be updated. In some cases, your bank will automatically
  update your card which is what might have happened in this case. If that is the
  case, you would need to speak to your bank.
  As stated, to
  you on the phone because this account was used again while it was open and
  still not canceled after that point, we are not able to refund your charges.
  
  Regards,
  ******* *****
  Customer
  Support Manager.

  Customer Answer

  Date: 24/03/2023

  
  
  Complaint: 19631615
  
  
  
  I am rejecting this response because:
  

  This company had a very difficult and confusing way to get out of membership once the free trial is over. I called in right after I used the free trial to make sure my credit card was not being charged and the agent never advised me of the online process cancellation though the phone cancellation was good enough. Unfortunately, my credit card was set up for pre-authorized payments as such this company was taking charges for the period of 20 months for using their service in two occasions so technically I paid almost $1,000 for the producing of two forms? - I am totally disgusted how companies like this one takes advantage of so many individuals like myself for their own financial benefits.  

  Having not know that my card was still attached to the FREE trial, I called the company immediately and the agent stated that after a 7 day free trial, one is automatically subscribed at a monthly fee unless this is cancelled. I explained that this must have been a mistake on my part since I am not tech savvy and this was not explained to me on my previous call when I originally signed up for the 7 days free trial service. I have not used the service since that the two forms were were download and asked if anything could be done. She said no because it was clearly on the fine print. I asked to speak with a supervisor and I was transferred to ******* ***** who start yelling at me without not manners and tried to explained again the situation and she said there was nothing they could do. I have been charged approx. $932.10 for a service, that they confirmed during the call, was not used except for the two forms downloaded. I realize that they have the fine print, but I feel the charges I received were not fair and demonstrate poor business integrity. Knowing I did not use their service, and proof on their end that I did not, I would expect a full refund for the months where the service was not accessed/used otherwise I will have not other choice to take further actions.  

  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 24/03/2023

  Hello *****,
  Our records indicate that we did not receive a phone call from
  you between May 3 and May 10/2021.  If we
  had, we would have canceled your account at this time.  When you call in to cancel your account, we advise
  you that you will receive a cancelation email within 20 min to your junk or
  spam folder.  
  We sent you a reminder email on May 11/2021, letting you
  know that this account was still open. 
  Then it did appear on all your credit card statements with our phone
  number next to the charge to make it easy and convenient for you to contact us.
  As I stated on the phone with you, all these emails are
  located in your account for you to view at any time.
  I have attached a copy of your order confirmation email, the
  reminder email that we sent out to you, and the cancelation email. 
  
  Regards,
  ******* *****
  Customer Support Manager

  Customer Answer

  Date: 26/03/2023

  
  
  Complaint: 19631615
  
  
  
  I am rejecting this response because:

  
  

  Need phone records from the company indicating that they did not receive a phone call from me between May 3 and May 10/2021. I called and cancelled the service within 24 hours so as a customer I thought this task was completed. The only e-mail I got after I signed into the FREE service was the attached copy which indicated no charge into my credit card account.  Now, whether you send reminder emails via junk or spam folder is not a formal process to do business.  I had no idea I needed it to check other folders while your company was charging an unauthorized amount of $44.07 a month on my credit card. 

  Additionally, I have not received a monthly e-mail confirmation that this amount has been applied to my credit card for payment. Every other company I deal with sends me a monthly notification when monthly payments are applied to my bills. This is not transparent to be honest.

  Please use some common sense here and ask yourself this question. Client uses the Free Trial service to download two forms = $932.10? Does it make sense to charge a customer this much?

  As consumer I am protected by the Consumer Bill of Rights and I will exercise my rights till the end to fight with companies such us yours for ****ming lots of innocent people.

  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:23/02/2023

  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.

  Law Depot continues to have deceptive marketing practices and I have tried to raise my privacy and billing concerns with their customer support without success. Their support over chat is not only insufficient, but their agents are rude and dismissive. I was charged for a subscription trial I cancelled prior to the rebilling, and support failed to acknowledge the concerns I raised to them. They also confirmed admittedly through chat they had full access to my confidential and private documents I never gave them permission to access or view. The chat interface discloses that the session will be recorded and maintained, and i asked for a transcript of it and the agent, *********, flat out told me no, she did not have the ability to give me that information. I mentioned a data privacy agent will then, and ********* became increasingly more hostile and aggressive the longer the chat progressed.

  

  Business Response

  Date: 23/02/2023

  Hello ******,
  
  Our records indicate that you signed up for a 1 Week Free
  Trial on Feb 19/2023 and canceled your Trial on Feb 23/2023 with no charges to
  your account.
  The customer service representatives on the floor do not
  have access to send you any transcripts. You then asked for the Privacy Offer
  contact information, and you were provided with **************************.  You were also concerned about your information
  being online we did let you know you can delete your account information.
  
  Regards,
  ******* *****
  ******** ******* *******

• Initial Complaint

  Date:15/02/2023

  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 signed up for a trial with this website on September 23, 2021, liked the service, and signed up for a $79/yr contract. Several months later, i learned they were charging me $39.99/mo. I called in March of 2022, and the company agreed to reverse the charges for the monthly subscription and charge me the annual rate retroactively. It was to renew in September of 2022. I then found they did not reverse the charges, and had in fact continued to bill the monthly amount of 39.99/mo. I emailed the company to begin to create a paper trail, and they closed my account. I would like them to either keep my account open and refund $519.85 (the difference between what i was charged and what i should have been charged), or cancel my account and refund $599.84 (the difference between what i was charged and what i should have been charged for a one year contract. This, because they would be cancelling me before the end of my second year contract).

  

  Business Response

  Date: 16/02/2023

  Hello ****,
  
  I am sorry to hear about your customer experience with
  LawDepot. I would love to look into this further for you but I cannot find an
  account under the email address you provided or by your name in our
  system.  ****** ******* ** ** **** ***** ** ************ *** *** ** ***** ** ** ********************
  Regards,
  ******* *****
  Customer Support manager

• Initial Complaint

  Date:26/12/2022

  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.

  In March of 2022 I looked on lawdepot.com at a bill of sale. In order to look at it I could use a 7 days free trial. I looked at it and didn’t use the contract. Attempted to cancel the subscription and thought I had.I never logged in again.7 days later I got an email from law depot.com saying I have access to all their services but nothing about it continuing to bill, I only skimmed the letter but didn't pay much attention because I believed I had cancelled. I have not received a bill/receipt or invoice since then. I have a lot of auto payments go through at the end of the month and did not notice this as I thought it was a subscription of my husbands.
  I called and they told me that they see I have not accessed the site and that the email they sent 7 days later is their way of confirming I understand I still have a subscription. Not anywhere does it say what the charge is monthly and not once have they sent me an invoice bill or receipt of payment.
  I called for a refund and although they say they can see I never accessed the service after the initial they will not refund the charge.
  Apple and every other subscription I have sends a monthly confirmation. This is not fair, I assumed I cancelled and am out 9 months of charges at $40 plus tax. They are attempting to refund one month. I tried to talk to someone above the supervisor and she said there is no one else in the company that will talk to me. It’s a lot of money and it’s not very transparent that they don’t send monthly bills/confirmation of payment like all other subscription services that are being honest and transparent. Yes my fault I didn’t know on the credit card I get that but they can see I didn’t use the service. Thank you for trying to help me. It’s a lot of money.
  I do not have an email confirmation that I signed anything. No contract nothing to say I have a subscription just something saying I have a membership but not that there is a cost involved at all. I have free membership to so many sites

  

  Business Response

  Date: 04/01/2023

  Hello ********,
  
  I am sorry we did not receive your cancelation request. I
  agree that the email we sent you on the 8th day does not say that
  you will be billed, but it does state that you will have unlimited access to our
  documents to print and download them. If your account was canceled, why would you
  have been able to access your documents to print them? 
  The charges were also on your statement every month. 
  I am sorry we will not be able to refund you any further
  charges.
  
  Regards,
  *******
  Customer Support Manager

  Customer Answer

  Date: 04/01/2023

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

  every Other company I deal with including apple and any apps sends me a monthly notification  I should get a receipt each month confirming that I have made a payment  and that I have been charged  This is not transparent and is very sneaky  I don’t know why you aren’t more transparent like every other application/subscription  I get monthly notification and if opportunity to cancel ahead of the next month  it is not honest and your 8 day notification and monthly practices should change  there has to some sort of expectation from a business that cares even a little bit about customer service  you shouldn’t get to depend on a statement that has nothing to do with you  

  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:07/12/2022

  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 was charged for a subscription service without my knowledge. I was charged $35 on June 17th, June 24th, July 24th, August 24th, September 24th, October 24th, and November 24th. I never used this service, and I was not aware that I was being charged. They refunded me for 4 months, and told me that their internal tool does not allow them to refund further. I spoke to a customer support agent online who I spoke to an incredibly rude lady named ******* on the phone who told me she was put in charge of the entire business. They will likely reply to this complaint saying that I was properly notified that I was being charged every month, however this is where we disagree. They did not explicitly tell me I was being charged, and their idea of proper notification is an email giving tips for how to get the most out of their provided service.

  

  Business Response

  Date: 08/12/2022

  Hello ********,
  As per our phone conversation, I stated there was no one above
  me to take a phone call.  I did give you
  the name of the owner of the company.  
  As we talked about on the phone on July 7, 2022,
  you signed up for a Renal Lease Agreement. You were given three options to
  print out your document. You chose the 1 Week Free Trial that stated it was
  free for one week and would be $35/month after the trial ends. You cancel
  anytime with no obligations.
  Once you selected your License, you had to enter your credit
  card information. On the side, there was a green box that stated If It’s Free, why
  are you Asking for Credit Card Information. We then again explained that it is
  free for one week, and if you do not cancel, it is 35/month after the trial ends.  
  You are then asked to print out a receipt that, on the
  bottom, states the date and time to cancel your account.
  We imminently send you an email confirmation with the date
  and time to cancel in bold print.  
  We then sent you a reminder email that you still have an
  account with us on June 25, 2022. 
  Your account was canceled on Dec 7, 2022, when you contacted
  us, at that time, we also refunded four out of six of your charges.
  
  Regards,
  ******* *****
  Customer Support Manager

• Initial Complaint

  Date:05/12/2022

  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.

  **** ******* ** * ***** ***** When you download a “free” document, you are then signed up for a 7-day “free” trial, which ends up charging $35 if YOU don’t CANCEL your “free” subscription. I was very frustrated and upset when I noticed this $35 on my bank statement, so I called for clarification and was spoken to like a student being scolded by their teacher when I argued the fairness and validity of this charge. I asked for a manager and was transferred to (I believe her name was) *******, who was even ruder.

  

  Business Response

  Date: 05/12/2022

  Hello ******,
  
  I am sorry you had a terrible customer interaction.
  We tried to explain that you had three options to purchase
  your Power of Attorney.  You selected the
  1 Week Free Trial. This stated that it is free for 1 Week and will be $35/month
  after the trial ends.
  When you entered your credit card information, there was a
  green box on the side that said if it’s free, why are you asking for credit
  card information.  We again explained
  that it was free for 1 Week and would be $35/month after the trial ended if you
  did not cancel.
  You were then asked to print out a receipt that had the date
  and time to cancel on the bottom. 
  We immediately sent you an email with the date and time to
  cancel your account in bold print with the link to cancel an account.
  We also sent you a reminder email that your account was
  still active on Nov 25/2022.
  We have canceled your account when you called us today Dec 5/2022,
  but I am sorry; as per the terms of use that you had agreed to, we will not be
  refunding your charge, but you do have access to the site until Dec 24/2022.
  
  Regards,
  ******* *****
  ******** ******* ********

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: 18524567
  
  
  
  I am rejecting this response because this company is a scam and ******* needs training. 
  
  
  
  Sincerely,
  
  
  
  ****** **********