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:03/27/2025

  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.

  I have many times tried to reach out and get help using Nolo and ***** has responded respectfully to any request that I ever have had personal injury, landlord tenant, even harassment and I don't understand why no one has responded to my calls for several years now. Even pro **** work. I need to know what is going on. Why the defiance? Is my name on a do not help list somewhere? Even civil matter that has arisen.

  

  Business Response

  Date: 04/02/2025

  Thank you for your inquiry.  We need more information as we are not a law firm, we list attorneys for people to find if they need assistance.  If one is not contacting you back, we have nothing to do with that.  If we are misstating your concerns please respond with more information so we can review.

  Customer Support

• Initial Complaint

  Date:03/18/2025

  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.

  Nolo charged my card $150 for **************** services for a business I had already dissolved. When I dissolved the business I check the Nolo site for any possible subscription items and none were listed. So I was surprised to get this charge months after that time. Calling Nolo resulted in a demand that I provide various documented proof from the state that the business was closed - the state provided me with no such documents. Nolo refused to reverse the charge.I believe that having a automatically charged subscription with no such info in my account portal, and no information to cancel it is not permitted under law - even if I had any such subscription. To my knowledge, I never agreed to one.

  

  Business Response

  Date: 03/20/2025

  ************* & NonProfit businesses have to have a Registered Agent whether it's themselves, a third party RA or it's our Vcorp RA. If a customer wants to cancel their Vcorp RA, our procedure is to have the customer provide us with the dissolution or RA change approval document that the state provides them. This is to confirm the dissolution.  Per our review, the state dissolved this customer's LLC in Feb 2025.  We will cancel their RA subscription and issue a refund back to their original payment method.  

  Thank you for reaching out to us.  We consider this issue resolved.

  Customer Support

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It is unfortunate that it took an escalation to reach this simple resolution.
  
  Sincerely,
  
  **** ******-*****

• Initial Complaint

  Date:11/20/2024

  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.

  Complaint Against Martindale-Nolo for Deceptive Practices: Full Refund Requested As a lawyer with 20+ years of experience and 5 degrees (2 advanced law degrees), Im filing this complaint due to Nolo's deceptive business practices. Their attorney lead generation program is a scam. I demand a full refund for the payment I made.Details of the Issue:False Advertising:Nolo promised high-quality, curated leads tailored to my practice areas. Instead, I received irrelevant, invalid (fake contact info), unresponsive, or fraudulent leads. None were actionable or converted into business.Failure to Address Issues:I reported the poor quality and requested my account be canceled and refunded. Instead, Nolo refused and claimed theyd continue sending leads. Within 24 hours, I received over 25 email denials for lead credit requests, showing their refusal to address issues in good faith. This tactic aimed to exhaust my prepaid funds while sending bad leads.Pattern of Misconduct:This isnt an isolated incident. I had similar issues nine years ago and was reassured their program had improvedit hasnt. Numerous BBB and other platform complaints echo my experience, citing poor-quality leads and Nolos refusal to issue refunds.Supporting Evidence:Leads with dead numbers, invalid emails, wrong practice areas, or past statute limits.A burdensome credit request process, with most requests denied ************** Request:I demand a full refund. The service wasnt as advertised, and Nolos handling of complaints shows a deliberate disregard for good faith practices. Sending bad leads to exhaust prepaid funds is unacceptable. I urge the BBB to investigate this company and its misleading practices. Nolo must do the right thing and issue a full refund to uphold fairness and integrity.

  

  Business Response

  Date: 12/03/2024

  Thank you for your inquiry.  We are reaching out to your Acconut Manager for feedback and a response to your concerns.

  Customer Support

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22585132
  I am rejecting this response because:

  Their response was entirely unhelpful, offering nothing more than a vague claim that they are "looking into the matter," which hardly qualifies as an adequate reply. Its clear they continued sending low-quality referrals with the intent to deplete the initial $1,000+ deposit I paid based on their misleading promises. This pattern of behavior reveals how this company operates as a scam: they collect upfront payments, claim their leads are valuable, then deliver useless referrals until the deposit is exhausted.
  When I initiated a chargeback through ****, the company contested it, further demonstrating their dishonesty. They misrepresent their services, collect deposits, provide ineffective leads, and burn through the funds. At the same time, they respond to the BBB with vague statements like "looking into the matter" while actively disputing chargebacks behind the scenes. Their failure to disclose their chargeback challenge in their BBB response speaks volumes about their lack of transparency. This is not the behavior of an honest vendorits a hallmark of a deceptive operation. Numerous lawyers have reported similar experiences, as reflected in the BBB comments.
  
  Sincerely,
  ****** ****, Esq.

• Initial Complaint

  Date:09/18/2024

  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.

  Nolo charged my credit card $150. They falsely claim to be a registered agent for a company that i closed several months ago.They are refusing to respond to emails and have decided to steal my money.Nolo needs to refund my $150 and never charge my credit card ever again

  

  Business Response

  Date: 09/30/2024

  Thank you for your feedback.  We will review this issue ASAP and respond shortly.

  Customer Support

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22301438
  
  I am rejecting this response because:

   

  refund has not been issue and the false charge of $150 remains on my credit card
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/05/2024

  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.

  the company is a scam-they promise you leads/referral of business clients as a law firm, they say it would be tailored for your business and it isn't-the leads were either different type of law or fake and people wouldn't answer. I reached out to them and told them and ask to discontinue but they don't want to give me my $612 back i paid for leads I didn't receive.

  

  Business Response

  Date: 09/30/2024

  Thank you for your feedback.  According to our records your refund has been approved and processed.  Hope this resolved your concerns.

  Customer Support

• Initial Complaint

  Date:08/07/2024

  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.

  July 30 they put a charge of 155 on my credit card which I did not authorize.don't know what nolo was until now.would like a refund

  

  Business Response

  Date: 08/07/2024

  Thank you for your feedback.  Can we get more information in regards to the charge in question?  What product was it for? Can you provide an attachement?  We dont just arbitrarily charge random cards.

   

  Thank you

  Customer Support

  Customer Answer

  Date: 08/07/2024

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

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22104620
  
  I am rejecting this response because: i pressed wrong button about dispute settled i am not satisfied I have no receipt because I did not order anything from you people. I open my card statement and the charge was on there. Can't you track it down from your end.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/22/2024

  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.

  Martindale-Nolo provides attorney referral services with an area based format. I began using them in 2020 or so and paid $560 per month for 10 leads. I noticed over time the qualify of the leads kept falling. The telephone numbers were inactive or the mail boxes were full, the emails bounced. Many of the people I contacted said they had never filed a workers compensation case. I complained several times but corporate policy said I had to pay. I dropped the service. I told Nolo I was not going to pay every month for c*** I was bombarded with emails week after week for months asking me to renew. . I asked them to stop but they would not. After about a year I finally relented. I agreed to a trial period of three months only at a significantly reduced rate - because it was c*** Even after I had "resigned" with Nolo I kept getting prompted by their marketing department to pick up the service. In other words, one department was not talking to another. Nolo did not even know that I had started a new trial period.Two days ago I received notice from my bank that my account had been charged $600 by Nolo, presumably for another three months of leads, but again the leads were c*** in the renewal period. I asked the ************ to deny payment, but it said the billing had already been put into their system and it will be hit or miss whether the charge goes through. So now I am facing a situation where I will have insufficient funds to pay for something I never requested and cannot deny the bill. I had to have the credit union generate a new debit card number, which means my other debits will need to be reset. A waste of time.. The last transaction was fraud, pure and simple. Nobody should be harassed like this from what claims to be a responsible business, and nobody should be put in my financial position because of greed.********************* never answered the phone, nor responded to emails. A waste of my time.

  

  Business Response

  Date: 04/08/2024

  Thank you for your feedback.  As requested, you are opted out of marketing contacts and your account is not active.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21473747
  
  I am rejecting this response because: It does not rectify the $600 charged to my debit card. At this time a payment of $600 was processed by Nolo without authorization. While the payment has been disputed, the funds have not been returned, so "opting out" doesn't resolve the issue of unauthorized billing nor make me whole.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/13/2023

  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 purchase an on-line divorce DIY package from this business. The advertisement states:"Answer all state-required questions, at your own pace Navigating the legal requirements of divorce can be daunting, but we're here to help with:One unified and simple questionnaire to cover it all Easy to understand, state-specific questions"It sounded simple enough, however once I answered the questions and looked at the forms online (I did NOT print/download or otherwise use ANY forms from Nolo), there was a glaring issue around maintenance support. I tried revising my answer to get the form to correct this, it didn't work. So I called customer support and they informed me that the form is boiler plate and they aren't able to change it. The boiler plate verbiage that is on the form IS NOT a legal requirement in my state and should NOT be included in the form as mandatory. However you don't know this until you complete the answers. When I asked for a refund because the forms wouldn't work for me, they denied it stating that because I answered the questions I was obligate to pay for the form, even though I NEVER used the service. This is totally misleading and predatory, especially for people who may not have financial resources available to spend thousands of dollars for an attorney and who are looking for a reputable service to assist with legal forms.

  

  Business Response

  Date: 11/30/2023

  Hello and Thank you for your feedback.

  per our terms: The online divorce products are comprehensive tools that rely on a significant amount of research, in order to allow you to understand the divorce process better. We provide information about the forms and divorce process, in addition to generating your documents for divorce. Due to the nature of the above, once you have accessed your portal after purchasing any of our products or services, we will be unable to provide a refund. If you have not accessed your portal, documents, instructions, or other offerings, a refund is available within 30 days from the date of purchase.

  Additionally, if the forms the customer purchased were rejected by the courts, the customer would be eligible for a full refund.  

  Thank you,

  Customer Support

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20863243
  
  I am rejecting this response because:

  The website indicates that the forms are "state-specific". In my particular state, it is not a law that spousal support ends if the receiving spouse cohabitates with someone of the opposite ***. However, the documents that the website generates (and CAN NOT be changed) includes this specific language. Nobody would know this without first logging on, imputing some information and then reviewing the documents. Thus according to NOLO invalidating the refund policy. I figured this glitch out within the first few days of purchasing this and I immediately requested help to modify it from customer service. **************** stated the language can't be modified. Being that the language is something NOLO decided to included in the documents, and not any law of any sort in my state, it should be modifiable. Anyone dealing with spousal support issues should be extremely wary before signing up with this service. I believe that because you are not able to modify optional language (and VERY important language) in these document, there should have be some type of review process prior to purchasing so you can actually see what your buying, or as long as documents haven't been downloaded or printed, a refund should be available. Basically it cost $299 and I never printed, downloaded or otherwise used this service. You should at the very least offer to amend the documents to my satisfaction.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:09/30/2023

  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.

  Inaccurate information provided in the NOLO chat service, Rep or bot said that NOLO is a firm.Rep wouldn't provide the address.Legal matters are serious. Accurate information is essential. NOLO should be shut down.They have people providing false, misleading information to people in need of legal services.If this is a lawfirm, this is attorney misconduct They're representing themselves as a lawfirm, exhibited by statements made by ****** in this chat, thus attorney misconduct:"false or misleading statements""failing to disclose all relevant facts"

  

  Business Response

  Date: 10/10/2023

  The chat on NOLO.com is only to assist consumers with finding an attorney, not giving legal advice.  Legal advice should not have been asked to the chat operator.  It says "I can help coordinate a free consultation with an attorney"  in the chat window!

  Thank you for your inquiry

   

• Initial Complaint

  Date:09/05/2023

  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.

  Martindale Nolo "lead" referral program is not what was explained or described in writing. We have received leads with dead emails, bad phone numbers, no voicemail, out of area, beyond the statute of limitation and had been sent to other attorneys previously, and even out of practice area when the representative from Nolo told the lead that it was the wrong practice area. The leads border line on fraud but at minimum the service is not curated leads. Then when you want to dispute a lead you have to take more time to explain the faults in their system. Your leads are denied without any rationale or approved the same way.

  

  Business Response

  Date: 09/06/2023

  Hello and thank you for your feedback.  The account manager is currently working with this individual to resolve this issue.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20558238
  
  I am rejecting this response because: the account manager has told me despite the leads having no merit and most not even having valid contact information they will only provide credits to receive more of their deceptive leads. More poor production is not acceptable only a refund based on your failure to satisfy your end of the agreement in good faith. 

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