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Business Profile

Estate Planning Attorneys

Modern Trust
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/10/2024

    Type:Order Issues
    Status:
    Resolved
    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 spent $572 to create a living trust with Modern Trust. The transaction has gone through but after multiple attempts, I still can't sign my document. I have called the business multiple times, and was forwarded to their voicemail every single time. The lack of communication and other complaints about their lack of communication make me regret buying their product. If the first step as simple as signing the document can't be completed smoothly, when it's time to execute the trust, how guaranteed can I be? I would like to request a refund.

  • Initial Complaint

    Date:07/19/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    We purchased modern trust documentation on July 4th 2023. We attempted to call and email the business once we realized the documentation output was not in line with what we expected and in order to modify it. After many calls and emails to the same, there has been ZERO contact by the business to us. We paid $234 USD plus purchased a GROUPON for $199 USD, resulting in $433 USD of monies that has not resulted in any documentation. When we go back into the portal, it is asking for more money. This is not a legitimate business and needs to be taken off BBB accreditation right away. WE would either like our documentation or be refunded in full. Th order number is : ch_3NQ8sYE3Wl2GKz2i0u8HYG7W . Thanks!

    Business Response

    Date: 08/16/2024

    We deeply apologize for the issues you have experienced with our service and for the lack of communication on our part. This is not the level of service we strive to provide, and we are committed to making this right for you.

    After reviewing your case, we identified the technical issues that prevented the correct documentation output and impeded our ability to respond promptly to your inquiries. We understand the frustration this has caused, especially after the investment you made in our service.

    We have fully refunded the total amount of $433 USD to your original method of payment, including both the $234 USD charge and the $199 USD Groupon purchase. Additionally, your subscription has been canceled, and no further charges will be made to your account.

    We are currently working on fixing the issues within our portal to ensure such incidents do not happen again. Your feedback is invaluable, and we are taking steps to improve our customer service and platform reliability.

    Once again, we sincerely apologize for the inconvenience and distress this has caused. Should you have any further questions or need additional assistance, please feel free to contact us directly.

    Thank you for your understanding.

    Best regards,
    ***********************
    ModernTrust 

  • Initial Complaint

    Date:03/22/2023

    Type:Billing Issues
    Status:
    Resolved
    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 paid for a trust and a property deed but I've been charged $99 on March 21 every year since. I do not recognize this charge. I've logged into the app and am unable view or cancel whatever this charge relates to. I am also unable to get in touch with anyone from Modern Trust. They do not respond to emails or phone.In addition, I would like my personal identifiable information (PII) removed from the app along with those who I've named in the trust that I executed.

    Business Response

    Date: 08/16/2024

    We sincerely apologize for the inconvenience and frustration caused by the unauthorized charges and the difficulty in accessing your account. We understand how important your trust and peace of mind are to you.

    After reviewing your account, we found that the $99 annual charge was associated with a subscription service you had signed up for during your initial purchase. However, we acknowledge that there were technical issues on our website that made it difficult for you to manage or cancel this subscription.

    Please be assured that we have fully refunded the charges made on March 21 for the past years. Additionally, your subscription has been completely canceled to prevent any future charges.

    Regarding your request to remove your personal identifiable information (PII) from our platform, we have initiated the process to securely delete all your data, including the individuals named in your trust.

    We truly regret the inconvenience this has caused and are taking immediate steps to improve our customer service and technical infrastructure. We appreciate your patience and understanding.

    If you have any further concerns or questions, please do not hesitate to reach out to us directly.

    Best regards,
    ***********************
    ModernTrust

    Customer Answer

    Date: 08/16/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

Modern Trust is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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