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:08/14/2023

  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 was charged by Nolo ****** on Sept. 13. 2022 for an item I didn't order and did not receive. I would like a refund as well as to be compensated for me time or efforts. I already tried to contact them via their online system (ticket number ********). On Oct 13th, someone responded who confirmed a I had not placed an order, but they did not refund me my money. I was going to buy something and had it in my cart. I was looking for a discount code, but didn't find one so never completed the order. However, my credit card was charged but no receipt nor a product was provided.

  

  Business Response

  Date: 08/28/2023

  Good Evening,

  This order was placed by ***************** on 9/12/2022 @ 6:50pm. The order was completed with a 25% discount as mentioned.  The product is downloaded via a link which would've been sent to the email used on record.  The customer still has until 9/12/2023 to download what she purchased.  We can definitely resend the email with the download link if the customer is still interested in using the product.

  Thank you,

   

• Initial Complaint

  Date:07/18/2023

  Type:Delivery 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.

  Purchased Willmaker software on 07/11 and attempted to download it with the redemption code given. Code did not work, eight phone calls and six eamails to Customer Support not answered. No return phone calls, one attempt to give me a redemption code that worked, that failed as well. Please deliver the product and remove me from further marketing.

  

  Business Response

  Date: 07/19/2023

  Thank you for your feedback.  We apologize for your experience and will be contacting you today to resolve and get you access.

  Customer Support

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20342589
  
  I am rejecting this response because: business responded by saying they would contact me on 07/19, they failed to do so.  Complaint is still unresolved.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/24/2023

  We reached out to the customer and provided an updated password for him to use.  So this customer has been in contact with our Support group.  We will reach out to him again today and double check that he can login.

  Thank you

  Customer Answer

  Date: 07/25/2023

  Nolo has provided me access to the software, everything is fine now.  

• Initial Complaint

  Date:05/22/2023

  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.

  Our Lead generator went live on 3/28/23.They promised complete and properly vetted lead information for people needing a worker's compensation attorney. Promised an easy no-fuss credit request process for invalid leads. About 90% of these leads say they do not have injuries and they did not reach out for an attorney. 9 times out of ten our credits are denied and I have to email and email our account manager for the credits to be issued. We paid them $920.70 for 18 qualified and verified ************* read the many reviews on ****** about this company and you will see this very situation time and time again. I am now at a loss on this program as the amount of time I have to pay my staff to stay on top of these leads and be sure we are getting credits. I want to be released from my contract and to be refunded. I feel this is a fair request as it is an attempt to offset the payroll this scam of a program has taken from me.

  

  Business Response

  Date: 06/21/2023

  Hello, ******

  We deliver thousands of leads to attorneys each day, and many of them convert into clients. We have subscribing customers who've been successful using our leads for some time and have built their firms with it, so we know our campaigns work for many firms. Your feedback to the contrary is important and we value your insight, as it helps us continually improve. We appreciate meeting with you to discuss your experience and being given the opportunity to make things right.

  Customer Answer

  Date: 06/22/2023

  Better Business Bureau:
  
  Nolo Martindale has agreed to refund us. Once I get verification from my credit card company this will resolve the issue. See below email as it will not allow me to attach their email for your review.

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

   

  ********************* <********************************************>

  Mon 6/19/2023 6:04 PM

  Hi ******,
  
  The refund of $920.70 has been issued. 
  
  - 6/16/2023 ******* Refund - Cybersource MHSUB1 **************** **** $-920.70 $0 NA Successful 100
  
  Thank you so much, 
  

  Please click on the link below to schedule a call:
  ***********************************************************************************
  
  *********************
  Lead Account Manager
  ************* | ********************************************
  **************************************************************************************

• Initial Complaint

  Date:04/16/2023

  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.

  The website, that I visited in search of an answer to a legal question has a heading that assures site visitors that they will chat with a real person and not a bot. I engaged with the chat and found that statement to be absolutely false. There is indeed a bot, claiming to be a person and the bot keeps soliciting my personal information to possibly speak with an attorney. I find this to be reprehensible and is a huge red flag that this firm will exploit clients. ****************************************************************************************************************************

  

  Business Response

  Date: 04/28/2023

  Thank you for your feedback.  The chat you are referring to is only there to help connect you with an attorney to assist with your inquiry via a free consultation.  Which is why its asking you for your contact information.  We are not a law firm, this site is a legal directory.  Please read the terms found on the bottom of the site.

  Have a great day!

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19942350
  
  I am rejecting this response because:
  Your reply did not address my complaint, which was worded very clearly. The complaint is that the website falsely advertises that chats are with a real person and not a bot. Your response to my complaint was a deflection. Can you prove that you are not using bought technology? I dont think that you can. It is clear to me that you use bots for chats when Your website says otherwise. You have a banner on your website, assuring visitors that they will be talking with real people and only real people. That is an outright falsehood and you should remove that banner immediately.
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/01/2023

  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 purchased the *** form as well as an assigned agent from NOLO. This was about a month ago. Since then I have not received any assistance or emails about the progress being made on the process. I received an email from Nolo saying that my name choices for my business were denied but after running those names through the Secretary of State, it said that they are available. I would like a full refund on the products I purchased.

  

  Business Response

  Date: 04/11/2023

  Hello,

  We apologize for your experience with our Small ****************** Services. We did not reply to your emial in a timely manner and for that we are sorry. We reached out to you for new names to be provided so that we can refile to the Secretary of State. This step has been completed. Thank you for submitting your new name choices. 

  We see that we refiled on 4/5/23 and your business was formed on 4/10/23. We have provided you with all documentation for you new business; The Crafty Cow, LLC.

  We have processed a partial refund for your experience.

   

  Best of luck on your future endeavors,

  Small ****************** Team

• Initial Complaint

  Date:03/16/2023

  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 used Nolo's online service to file for an LLC in ** with a business license add-on on February 5th. They immediately charged my credit card $269.10 for Order #*********. It is now March 13th and I haven't heard anything back or received any of my documents. On their website it says it takes approximately 2-3 weeks, it's been almost 6 now. I have not been notified about any kind of issue with my application nor of any progress that's been made. I've sent 3 emails to their customer service team over the last 2 weeks and no one has gotten back to me, and I can not find a phone number listed anywhere on their website. I'm buying a local business and the issue is time sensitive, I filed well in advance of when I would need these documents. I need this business to contact me and let me know what is going on, and if they are unable to get my documents to me before March 24th I am demanding a full refund.

  

  Business Response

  Date: 04/11/2023

  Hello,

  We apologize for experience with our Small ****************** Services. We do our very best to do everything in our power to deliver your documents in a timely manner. Once we file to the Secretary of State processing times are out of our hands. We see that we have completed your order and delivered your documents for ***************** LLC.

  We wish you all best in your future endeavors,

  Small ******************

• Initial Complaint

  Date:03/13/2023

  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 have made multiple request to Nolo support for a full refund for for purchase of downloadable Willmaker product never sent to my regular or Spam email for download. My request also reflects complete dissatisfaction with ability to have any verbal or email exchange with customer support. I ordered downloadable willmaker product (order# WM27788) on 03/09/2023. I was sent confirmation of order on Thu, Mar 9, 12:26?PM (4 days ago). The confirmation states: "You will receive another email with a link to your account and access to WillMaker. Please allow a few minutes for your email to arrive. Check your spam/junk folder if you do not see it. If you need assistance, please have your order number ready and contact Customer Support at: **************************/customer-support/tech-support or call ******************* - M-F 8-5 PST". I have made several attempts to reach customer service via phone. my ****** email, and Nolo online messaging service. The phone support only allows me to leave message. I have not received a call back or email message from them since 03/09/2023.

  

  Business Response

  Date: 04/11/2023

  Hello ****************,

  We apologize for your recent experience with our services. Upon further investigation we see you were been fully refunded on 3/14/2023. We are aware you did not receive your purchase in a timely manner. Again we apologize for this. We hope this experience does not keep you from visiting us in the future.

  Regards,

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

• Initial Complaint

  Date:03/07/2023

  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.

  After months of talking to a Sales Associate (*********************) at ********** Nolo, who promised that their Pay-Per-Lead Attorney Referral Program is excellent and that I can cancel at any time, I decided to give it a try. I gave my credit card information, which was quickly charged. The very first lead that I received the same day as I signed on for the service turned out to be a complete fake. The very next day after I paid, I attempted to cancel this service by contacting the Sales Associate who began to simply avoid me. I finally managed to get to the Manager of the Sales Associate by the name ***************** (Sales Manager) who promised to cancel my subscription. However, nothing was cancelled, as I continue to receive various fake leads while this Sales Manager (*****************) simply stopped responding to my emails. This organization is a total SCAM that is in business to take peoples money and disappear.

  

  Business Response

  Date: 04/12/2023

  Hello

  ************************ We apologize for your experience with our Nolo leads program. We deliver thousands of leads to attorneys each day, and many of them convert into clients. Leads that are invalid or not part of your specified criteria are credited as long as the credit request meets our credit policy. We have subscribing customers who've been successful using our leads for sometime and have built their firms with it, so we know our campaigns work for many firms. Your feedback is important and we value your insight, as it helps us continually improve. We've reached out to you to gain further insight about your experience. Furthermore, we thank you for the opportunity to turn your customer experience into a positive one.

  Thank you!
  
  

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19553779
  
  I am rejecting this response because:

  The response provided by the business is a boilerplate response, which is provided by this business to a lot of other complaints against them on the Internet. The business did not even bother to personalize it based on the facts of the subject complaint.

  Most importantly, none of the issues and demands presented in the subject complaint were addressed by the business.

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

• Initial Complaint

  Date:10/17/2022

  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.

  I paid for a full service divorce and did not receive the product services. Im requesting a full refund.

  

  Business Response

  Date: 11/03/2022

  We regret that this service was not a good fit for you and thank you for your feedback. Our team takes pride in offering great customer service, but we are not lawyers and cannot provide legal advice. We do not claim to be a full service divorce. However, we have provided you with a full refund, and any paperwork has been mailed back to you.

  Customer Answer

  Date: 11/04/2022

  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,
  
  *********************************

• Initial Complaint

  Date:09/28/2022

  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 paid $9200 for leads and was told I could cancel at any time and my deposit would be returned. I cancelled after 1 or 2 days and I stopped receiving leads. However, they have not returned the rest of my deposit and have ignored my emails.

  

  Business Response

  Date: 11/03/2022

  We apologize for your experience with Nolo. We deliver thousands of leads to attorneys each day, and many of them convert into clients. Leads that are invalid or not part of your specified criteria are credited as long as the credit request meets our credit policy. We have subscribing customers who've been successful using our leads for sometime and have built their firms with it, so we know our campaigns work for many firms. Your feedback is important and we value your insight, as it helps us continually improve. To address your concern we authorized a refund on Oct 4th which will typically take 5-7 business days to process. You should expect to see the refund within the next few days if you have not already received it.