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:21/11/2022

  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.

  The company had a very difficult and confusing way to get out of membership once the free trial was over. There was no help or resolution provided when I asked for a refund.

  

  Business Response

  Date: 22/11/2022

  Hello ******,
  I am sorry you find our refund policy difficult.  We follow the Terms of Use set out on our website
  that states the terms and conditions of the offer will govern any free trials.
  LawDepot has no obligation to refund for free trials properly converted to paid
  product access.
  As this is a service-based product, on Oct 1, 2022, when you
  created your Last Will and Testament, you were given a choice of three options
  to purchase your document. You selected the 1 Week Free Trial, which stated
  that it was free for one week and $35/month after the trial ended. When you entered
  your credit card information, there was a green box on the side that stated if it’s
  free, why are you asking for credit card information. We again stated that if it’s
  free for one week and that if it’s not canceled, it will go to a monthly subscription.
  We immediately sent you an email with the date and time to
  cancel your account in bold print. We followed this up with an email reminding
  you of your account on Oct 9/2022. 
  For these reasons, we are unable to refund your account.
  Regards,
  ******* *****
  ******** ******* *******
  

  Customer Answer

  Date: 22/11/2022

  
  
  Complaint: 18446151
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/11/2022

  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 a free trial with lawdepot on 8/2/2021 and cancelled the subscription. They have been charging
  my card every month for $528 total in the last year. They admit that i've only used one form on 8/2021 but do not have any other usage information or record of cancellation. I would like to get my $528 back. I have attached the most recent charge on my statement below. there are 16 of these charges.

  

  Business Response

  Date: 21/11/2022

  Hello ***,
  
  Our records indicate that on Aug 2, 2021, you signed up for
  a 1 Week Free Trial to create your Child Travel Consent form and your Child
  Medical Consent.
  When you signed up, you had three options.  You chose the 1 Week Free Trial, which stated
  it was free for one week and would be $33/month after the trial ends. On the
  next screen, you enter your credit card information, and in a green box on the
  side, it says if it’s free, why are you asking for credit card information.  This again stated that you need to cancel
  your account within the first week if you do not want it to charge you the
  $33/month.
  The next screen asked you to print your receipt, which had
  the date and time to cancel the account at the bottom of the page.
  We immediately sent you an email that stated the date and
  time to cancel your account in bold print.  We then sent you a follow-up email on Aug 10/2021.
  As the account was not canceled until Nov 9/2022, service
  was provided to you up until that point.  We have refunded your November charge.
  
  Regards,
  ******* *****
  ******** ******* ********

  Customer Answer

  Date: 21/11/2022

  
  
  Complaint: 18386111
  
  I am rejecting this response because:

  I did cancel the subscription within a timely matter but they are denying that I did do. 
  
  
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 22/11/2022

  Hello ***,
  I am sorry we have no record of cancellation before Nov 10,
  2022.  How did you cancel this account? Please
  get in touch with me directly with any information showing this account was
  canceled before this day by calling me at 1
  866.608.1020 Ext 337 or sending me an email to [email protected]
  Regards,
  ******* *****
  ******** ******* *******

• Initial Complaint

  Date:16/10/2022

  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.

  Upon checking my CC records I discovered charges from LawDepot for Sept. and Oct. for $35.00ea ($70.00 total) for service I did not apply for nor receive. My **** debit card was deducted wo my knowledge or conscent.

  

  Business Response

  Date: 17/10/2022

  Hello *******,
  
  Our records indicate that on
  Sept 1/2022, you signed up for our 1-week free trial to create a Residential
  Lease Agreement.
  We stated twice through the checkout
  process that it was free for 1 week and would be $35/month after the trial ends.
  We sent you an email on Sept 1/2022, that stated the date and time to cancel in
  bold print.  We sent you a follow-up
  email that you had an open account with us on Sept 9/2022.
  You canceled this account on
  Oct 16/2022 but have never contacted us about your account until your complaint.
  We have issued you a $35.00
  refund for your Oct charge.
  Regards,
  ******* *****
  ******** ******* *******

• Initial Complaint

  Date:08/10/2022

  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.

  10/07/2022 had to give credit information to be able to see what all was in the form. It turned out to not include what I needed which was to donate my body to a medical school after death. They said it would be free unless I went over 7 days. I tried to cancel right then but there was no way I could do it. The company is LAW DEPOT. ** ** * ******  I don't want to wait till I am charged and have to go to the credit card company to deny the charge I just want to cancel like they said I would be able to.

  

  Business Response

  Date: 17/10/2022

  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: 18/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:05/10/2022

  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.

  Today, October 5, 2022, my husband noticed a 44$ charge from LawDepot on our credit card bill. He contacted the company right away and was advised that I had apparently subscribed to their service back in March, 2021 when I downloaded a form. My husband promptly cancelled the service and they refunded this month's fee.
  
  Having not remembered providing my credit card, or subscribing, I called the company immediately. The agent stated that in their fine print, it does advise 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, as I had not used the service since that one form was 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 *******. I explained again the situation and she said there was nothing they could do other than the one-month refund.
  
  I have been charged approx. $790 for a service, that they confirmed during the call, was not used except for the initial form I downloaded and printed in March 2021. 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.

  

  Business Response

  Date: 06/10/2022

  Hello ******,
  I do understand your frustration. When you went online to
  create the Rental Application Form, you were given 3 options to purchase that
  agreement.  You chose the 1 Week Free
  Trial, which stated that it was free for 1 week and would be $39/month after
  the trial ends.  When you entered your
  credit card information, it once again stated that it was free for 1 week, and
  if you did not cancel, it would be $39/month. We immediately sent you an email
  with the date and time to cancel in bold print. We followed this up with an
  email reminding you that you had an account on April 4/2021.  After that, it was on your credit card statement
  every month.  As explained to you on the
  phone, this is a service subscription.  As
  the account was not canceled until Oct 5/2022, we continued to provide service
  to your account.  
  
  Regards,
  ******* ***** ******** ******* *******

  Customer Answer

  Date: 06/10/2022

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

  Good Morning, 
  

  As indicated in my original complaint, I have been charged approx. $790 for a service, that I did not use except for one  rental agreement form I downloaded and printed on March 27, 2021. I truly do not remember receiving all the emails that they said they sent, perhaps some of them went to my spam. I continue to maintain that the charges I received were not fair given I did not use the service. I have been honest and transparent regarding the situation and would hope that this company is able to provide a full refund for the months where the service was not accessed/used.

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

  

  Business Response

  Date: 17/10/2022

  Hello ******,
  I understand your frustration, unfortunately as mentioned
  before, it was your responsibility to cancel your account and we will not be
  able to refund this for you.
  Regards,
  ******* *****
  ******** ******* *******. Tell us why here...

  Customer Answer

  Date: 17/10/2022

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

  It is unfair to charge an individual $790 for a service that was not used except for one day, March 27, 2021.  I understand individual responsibility and I also understand fairness. Many business would take a fair approach given these circumstances instead of reiterating the same thing over and over re: customer responsibility.  As I mentioned,  I  have been honest and transparent regarding the situation and would hope that this company is able to provide a full refund for the months where the service was not accessed/used.

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

• Initial Complaint

  Date:28/09/2022

  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 used this service once in March and I canceled the subscription and have not used it since then. I noticed on my credit card that I was being charged $35 a month and I called and requested for it to be canceled. I spoke to a representative, who was very rude and condescending, and requested a refund for the months I was charged. She said no bc I had a subscription, I told her it was canceled and she repeated the same thing. I asked to speak with a manager and ******* came on the line, she sounded exactly like the previous rep so I don’t think I was transferred and she had the same demeanor as the first rep. I understand that it was a free trial but I have not used the service and was under the impression it was canceled.

  

  Business Response

  Date: 29/09/2022

  Hello *******,
  I can understand your frustration, but I can assure you were
  transferred to the Manager from the first representative that you spoke to.
  I do see that you started the 1 Week Fee Trail on March 10/2022.
  At this time, we sent you a confirmation email with the date and time to cancel
  your account.  We did not get a
  cancellation request from you, so on March 18/2022, you were sent out a reminder
  email that you still had an account with us.  The charges then showed up every month on your credit card statement. We
  did cancel your account when received a call from you yesterday.  I am sorry that we are unable to refund your
  charges.
  
  Regards,
  ******* ***** Customer Support Manager

  Customer Answer

  Date: 29/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I canceled trial.!If it did not process, it was their website. I did not have an active subscription. I did not use law depot during period it should have been canceled.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:05/09/2022

  Type:Order 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 $35.00 on 8/4/2022 for a subscription that I cancelled on July 16, 2022. I was charged again on September 4, 2022. I need a full refund on everything I've been charged. My name is ****** ****** and the email address associated with the account is ************************. Attached is a file showing my account cancellation from July 16, 2022. Please don't hesitate to reach out with any further questions.

  

  Business Response

  Date: 06/09/2022

  Hello ******,
  
  Our records also indicate that you canceled your account on
  July 19/2022 and that we have not charged you under this account.
  
  If you are showing a charge in Aug. there is a second
  account open, and we would need more information to find it. Please contact our
  customer service team at ************** with a different
  email address or the first and last 4 numbers of the credit card we charged and
  we will be happy to find out what happened.
  
  Regards,
  ******* *****
  ******** ******* ******** Tell us why here...

• Initial Complaint

  Date:08/08/2022

  Type:Product 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.

  April 2022. I signed off on a FREE SUBSCRIPTION to LawDepot.com for a template to a Letter of Intent (LOI). And per the terms of a FREE SUBSCRIPTION, I immediately cancelled after viewing the LOI template.
  
  Four months later, I come to find out that LawDepot.com has been billing me $35/month or $140 for a single, incomplete document!!
  
  I call their Customer Service and the woman tells me that I didn't cancel, but she would reverse charges for this last month's billing. Does this woman think I'm an idiot?
  
  They are ALL OVEFR THE INTERNET with complaints like this...
  
  I used their site for a school project, I hit end trial and it did not go through I guess. I didn't realize that I was still getting charged $33 a month for something I never used after that (plus an international charge fee, cause why would they tell you that up front) When I reached out, the live chat woman told me no to a refund for the first month, so I called for a manager. She wrote me off completely and told me she couldn't tell what I did or didn't do with the website, which you can see how people access your site, I know the back end of a website ma'am. Then when I said I hit end free trial, she was like we can't see that, you must've done something wrong. Just very accusative, with little help. I am thankful for the one month refund, but I obviously didn't use the site and missed that I had gotten charged. Very annoyed with this site, don't use it. (I feel bonded with everyone else on here)
  
  CAN YOU HELP?

  

  Business Response

  Date: 09/08/2022

  Hello *******,
  
  I am sorry under the email address that you provided I only
  see a free account with no charges associated to it.   When I
  do a search by your name, I do not see anyone who was charged for 4
  months.  I would be happy to look into
  this for you, but I would need more information.  Please feel free to call me at * ************ *** ****
  
  Regards,
  ******* *****
  ******** ******* ********

  Customer Answer

  Date: 18/08/2022

  Just got a message from ***** with confirmation in my account. They returned the hits, so we’re good to go!

  Thanks so much for being responsive. Very much appreciated.

  **** ******

• Initial Complaint

  Date:01/08/2022

  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.

  In March of 2022 I utilized law depot to create a legal document. I then canceled my free trial as I only needed the service for this one task. I noticed a 35 dollar charge on my card yesterday and called the company. I also searched the name in my account and found that the charge was actually recurring and had been since March. I also noticed that they charged me twice for March. I spoke with them today (08/01/31 around 1100 am pst). The first person I spoke to was short and simply stated that since I did not note the charge within 48 hours there was nothing they could do. I asked to speak to a manager who stated they could not refund me my money but would return the most recent $35 dollars. I told the manager I used their product one time and had no knowledge that the charge was still recurring for a product I wasn’t even using. She basically said we don’t do refunds but here you can have your most recent $35 dollars back. I can understand not giving refunds for a product someone is actually using but to scam someone into paying a subscription (unbeknownst to them) for five months and then cavalierly saying “oh well” to the person that’s out a couple hundred dollars is outrageous. Surely a business of this caliber can take better care of a customer than this. I feel like I was being Nickel and dimed, unbeknownst, for the past five months and I just want to be treated how I imagine anyone would like to be in this situation. Can’t they see on the back end that I hadn’t logged in or used their services in any way during that time period? They just blew me off. Unbelievable.

  

  Business Response

  Date: 02/08/2022

  Hello ******,
  
  I am sorry our records
  indicate that we do not have a cancelation request for your account.  How did you cancel your account?
  We refunded the July 27/2022
  charge on Aug 1/2022.  We have provided the
  service for all the other months. 
  
  Regards,
  *******
  ******** ******* *******