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:04/15/2025

  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.

  Ive been calling this firm for about 2 weeks trying to find a lawyer, since my last lawyer dropped my case out of nowhere. My case is very timely and they said it was on the high priority list and should call me back in 2 business days. Ive called them 3 days after 1st calling for them to tell me the same thing over.

  

  Business Response

  Date: 04/17/2025

  Dear ****,

  Thank you for bringing this to our attention. We sincerely apologize for the delay and any frustration this may have caused. Your feedback is important to us, and we understand the urgency of your case, especially given the circumstances surrounding your previous attorney.
  We can confirm that your matter has been escalated and that youve been in contact with your legal team regarding the reassignment process. Please know that we remain committed to moving your case forward and providing the support you need during this transition.
  We value the opportunity to address your concerns and will continue to keep the lines of communication open. Should you have any further questions or require additional assistance, please dont hesitate to contact us directly.

  - The Marble Team

• Initial Complaint

  Date:04/03/2025

  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.

  They charged me 2200 for ONE phone call with my attorney. Aside from my initial 50$ paid consultation call. After informing them that my case was being dismissed they billed me for $2,200 and I spoke to the attorney one time for 30 minutes over the phone. They are stealing money. They say it's pay per step well then one phone call with my attorney should have been extremely cheap. My attorney never even submitted to the court on my behalf that he would be representing me they still had me under pro **** meaning no legal representation.

  

  Business Response

  Date: 04/09/2025

  Dear ********,

  Were sorry to hear about your experience and appreciate you taking the time to share your concerns. Weve escalated your complaint to the appropriate team for further review, and after careful consideration, an additional refund has been approved to better reflect the work completed on your case. At Marble, we strive to make communication a priority and are committed to continuous improvement.
  

  Our finance team will be reaching out to you via email with confirmation of the refund. We truly value your feedback, as it helps us improve our services, and we wish you the very best moving forward.

  -The Marble Team

• Initial Complaint

  Date:04/01/2025

  Type:Order 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.

  On Jan 23, 2025, I paid a service fee of $10,500 to Marble Law, who subcontracted with ****** Legal team ( I did not know this until I questioned why I was told to keep redoing intake forms; no one told me that they had separate forms, I thought they were one in the same company but the attorney's are subcontracted with Marble.) I completed the intake forms with ****** Legal, who my case was assigned to for temporary guardianship. The other more permanent filing would come after the temporary was completed, and I paid for both upfront. I was told by ******, the attorney on my case @ ****** Legal, and ******* @ Marble Law that it would be ten days before hearing back from the courts to get a hearing date. That did not happen, and there was also a complete lack of communication on their part. I always had to call them or send a message and wait 3-4 days, then call again before getting any response. The paperwork did not get filed until a month later, I continued to wait and then spoke with Marble Law and let them know my concerns about the situation. They said they would look into it themselves, but nothing was accomplished. It's going on two months later, so I went to the court probate office myself and there had been nothing filed. I contacted Marble Law and spoke with them again about my concerns and decided I did not want to continue waiting since nothing had been filed. It was a lie. I was sent some blacked-out paperwork supposedly to prove it had been filed by the attorney ****** @ ****** Legal and an email stating there is nothing they can do because they don't have control over the court process. If that's the case, why was I boldly told it would be ten days before hearing back form the courts? The paperwork did not get filed, and I asked for a refund. I didn't get any detailed information on what was done; therefore, I don't believe you are entitled to take whatever amount of my money you want from what I paid you.

  

  Business Response

  Date: 04/07/2025

  Dear ******, 

  Were sorry to hear that our service did not meet your expectations. Your concerns have been escalated to our leadership team for thorough review. We appreciate the opportunity to address your feedback and thank you for your patience throughout this process.

  After evaluating the details of your case, an additional refund has been approved based on your experience and the work completed. Our finance team will reach out with confirmation and details once the refund is processed.

  We understand how important transparency and clear communication are, and we sincerely apologize for any inconvenience you may have experienced. We wish you all the best on the remainder of your legal journey.

  
  Sincerely,
  The Marble Team
  
  

  Customer Answer

  Date: 04/07/2025

  
  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,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:03/31/2025

  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.

  We retained Marble Law and ****** ******* to handle our marriage-based green card application, starting August 14, 2023. Our priority from the beginning was obtaining travel authorization due to family obligations in *******On March 11, 2024, ****** informed us of a ***** fee increase effective April 1. He claimed to have notified us earlier, but we received no communication.Our application was ready by March 17 but was delayed due to unanswered messages (March 1820) requesting a mailing address. It was finally mailed March 21 via ***** (tracking #************), delivered March 22.On March 28, ****** informed us that signatures and a payment page were missing. We returned them March 29 but the package was not sent until April 1, the day of the fee increase. Our total filing fee increased from $1,760 to $2,375.On May 13, our package was returned due to incorrect payment. We re-mailed it May 20 with a corrected certified check, incurring an additional $615. ****** had given incorrect check formatting instructions, requiring reprinting.We later learned that the I-131 (Advance Parole) form was missing from our application. This form was a priority and listed in both our client portal and signed agreement. ****** confirmed on July 5 that it had not been filed. After April 1, the cost of this form increased from $0 to $630. I have been unable to travel internationally for over 12 months as a result.A Request for Evidence was issued due to Canadian tax documents ****** advised us to submit. We had to refile the financial section, delaying our ******* our May 31, 2025 interview, ***** informed us that multiple I-485 sections were left blank and the public charge question was answered incorrectly. The officer stated these are common errors for unrepresented applicants, despite us retaining legal help.$1,245 in additional fees, delays, and over a year of lost travel. A partial refund of $615 was offered but I believe a full refund is warrented.

  

  Business Response

  Date: 04/03/2025

  Dear *******,
  
  We appreciate you sharing your experience and are sorry to hear about the frustration this process has caused. Your concerns have been escalated to leadership for review.
  We understand that timing was critical in your case, especially with the ***** fee changes. We worked closely with you to complete and submit the necessary documents, but some required evidence was not provided until just before the fee change deadline. We understand how this could be frustrating and are sorry for the inconvenience.
  Regarding the I-131 form, we recognize that it was mistakenly not filed initially and apologize for that oversight. While we offered to file it later, the additional fees required by ***** at that time were outside our control. We did our best to keep your case moving forward despite the challenges.

  We also understand your concerns about the *** and the I-485 form. The Request For Evidence was not issued due to any mistake on our part, as updated information was required regardless. Additionally, the box checked on the I-485 did not negatively impact the progress of your case.

  We value your feedback and take it seriously as we continuously strive to improve our services. Please feel free to reach out if youd like to discuss this matter further.

  
  -Marble Law

• 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 contacted Marble Law the first time in January regarding their ************* services. The initial contact was fine, and the attorney they connected me with seemed inspiring. However, their sales practices are akin to the worst sales car dealerships, are disrespectful by being incredibly pushy, mentioning large discounts and price differences which are only valid right this minute on the phone with them.They do not want to send an agreement to review the terms prior to payment, and again the pressure is absolutely unacceptable coming from a law firm, let alone a boiler room. ****** was initially very informative and supportive, however ***** who took over was not. First he told me a discount of 20% that I had received previously from ****** "did not apply because there was already a 40% discount applied, and that the regular price was $9250 which was never discussed"Then after some discussion he told me he managed to get a $500 discount (10%) to which I agreed, but that he had to collect the payment right this minute over the phone and could not review the terms before taking the payment in ******* took some time for him to "get the approval from his superior" to get the discount and by then I had to get going. I left home to an appointment without the credit card I wished to use. I told him I would try and get back to him as soon as possible however he kept insisting this was his last call of the day and it had to be done immediately. I tried calling back an hour later, once I was available again, to proceed with the payment and their offices were closed.The next day - today - I messaged him at 7AM mentioning I was available now to proceed. He called me back, but told me that "the discount was not available anymore and it was now $9250 instead of $5000 - at which point I told him this was absolutely unacceptable practice and hung ***** not do business with Marble Law. Meet a local lawyer. This is terrible, terrible sales practice.

  

  Business Response

  Date: 03/28/2025

  Dear Guillaume,

  Were sorry to hear about your experience with one of our account executives and want you to know that we take feedback like this very seriously. Our records show that you have since spoken to another account executive and decided to move forward with Marble services. We truly appreciate the opportunity to support you on your legal journey and wish you the best possible outcome! Please dont hesitate to reach out if you need any assistance along the way.

  -Marble Law

  Customer Answer

  Date: 05/07/2025

  BEWARE OF FRAULUDENT BUSINESS! I filed a first complaint with Marble on 03/27 regarding their unethical, pushy and probably illegal sales practices - urging to take your credit card number over the phone without even providing a proper service agreement or giving a chance to know the terms and services of this sleezy organization. Shortly afterwards, a different salesperson called me - ****** - and seemed professional enough that I went ahead - immense mistake - and paid the $5000 to receive E-2 **** case preparation and filing services from ***** ***** and ******* *********. I was asked to schedule an intro call with the attorney the next day through their gimmicky portal which is full of errors and basically empty of any relevant information. He never showed up for the call on Saturday, 03/29 at 9AM PST, after I waited almost two hours in my office hoping he would finally call. I called Marble on Monday, told them about the situation, and the representative confirmed with me a new phone meeting at 2:30PM on Thursday, 04/03. I waited 45 minutes to be stood up once again. I called Marble, then the paralegal called me and asked me if I wanted to cancel everything to which I absolutely said yes. He said I would get a call from Marbles finance team the next day about my refund. It did not happen. I have been calling every other day or so since April 4th and every day I am being told something different. That refunds take 3 business days. Or 7 business days. Or that my claim has been escalated and to expect a callback during the day. Nothing but lies and fraud and deception. I have not received any services from Marble, as confirmed in the attached screenshot from their paralegal. They are in a hurry to take your money, and will not refund you not provide services afterwards. I have informed them an hour ago that I would file a fraud complaint with the police if my refund is not completed this week, and I will. I will be contacting the bar as well FRAUD

  

  Business Response

  Date: 05/16/2025

  Dear Guillaume, 

  Were very sorry to hear about your experience and the frustration it caused. We understand how important timely communication and transparency are, especially when you're trusting us with something as significant as legal support. Your concerns have been escalated to our leadership team for review. After investigating your case, we can confirm that a full refund has already been processed. We sincerely apologize for the inconvenience and appreciate your patience throughout this process. If you have any additional questions, our team is here to help.

  -The Marble Team

• Initial Complaint

  Date:03/26/2025

  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.

  Contacted Marble Law for legal support in a dissolution of marriage case with a minor child involved. Paid $49.00 for a strategy session and was guaranteed a lawyer would be available to take my case 3/24. Scheduled the session for 3/26 @ 9:00am and 30 minutes before the call it was canceled. Called immediately and got a recording so I scheduled a call back, no call back. I waited an hour called 8 more time I keep getting a recording. I feel like Im being scammed, I didnt like that I had to pay upfront, it just felt shady. I rescheduled on the website for a later time. But based off the lack of response, the inability to contact a human, I dont feel confident using them to represent me in a very important case that affects my child. I want my money back, I am stuck without help in this process as promised.

  

  Business Response

  Date: 03/26/2025

  Dear Jhana, 

  Were sorry to hear that you did not receive your legal strategy session with an attorney. We understand the importance of your family law case and sincerely apologize for any inconvenience this may have caused. Our records show that your $49 payment was automatically refunded today, 4/26. If you have any further questions, please dont hesitate to reach out to our client support team at **************. We are available Monday through Friday from 8 AM to 8 PM EST. We wish you the best on your legal journey.

  -Marble Law

• Initial Complaint

  Date:03/25/2025

  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.

  June 28, 2024 Paid $2,550 for Initial Disclosure, Oct 2024 paid $10,600 Motion for temporary orders $1,350 ******************** Now requesting an additional $3500 for petition or Answer counter petition. When I contacted Marble Law it was explained to me that I would have a consultation with the attorney and they would put together what would need to be done and files with the court. And I would be provided a cost for the services which were to be in full. I explained what I needed, we spoke about temporary orders, and the child support amount, I sent in everything that I had to support this information. I was then informed that the cost would be $2550. Only 4 months later to be told I would need to pay an additional $10,600 for the motion of temporary orders. Which we had spoke about in the initial consultation. So I was under the impression that this was included in the initial fees. Then a month later I was told that I would need to pay $1350 for the pre trial conference that when attended the attorney did not even file the correct paperwork, so no action was taken by the Judge, stating that we are to do a mediation and file the correct paperwork. I was the one that had to explain to the judge what was going on, instead of the attorney. As well as advise that I was making less money compared to when the initial orders where put into place. Now they are asking for an additional $3500 for a petition or answer counter petition. Which was the whole point in this process in the first place I have now paid more in attorneys fees then a year of child support, after continuously asking about the cost initially because I explained that I did not have this kind of money and so the cost was important to know if I could move forward with the complete process.

  

  Business Response

  Date: 04/01/2025

  Dear Tristi,

  We have escalated your concerns to our leadership team for further review, and the matter is currently being investigated. Please know that we will not be charging you for any orders that were not drafted.
  We are also waiting for additional information to gain further clarification about the temporary orders. Additionally, we will be canceling and refunding the Initial Disclosures scope as part of the resolution process.
  We appreciate your patience during this time and will continue to keep you updated as we work through the investigation. If you have any questions or need further assistance, please feel free to reach out.

  - Marble Law

• Initial Complaint

  Date:03/24/2025

  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 hired this law firm on March 21, 2025 and they took the payment of $4200. After a few miscommunications and after reading all these complaints I decided to cancel services. I was contacted by the company that they will begin the cancellation process but if any work was done I would be billed. It would take 3-5 business days to maybe get a refund. Who does business like this? I will also file a complaint with the State Bar for misconduct. I mean these guys are thieves.

  

  Business Response

  Date: 03/26/2025

  Dear ********, 

  Were sorry to hear about your experience and any miscommunication that may have occurred. We respect your decision to cancel services and have processed your cancellation and refund in accordance with our refund policy. Since your payment was made through a third-party loan, the refunded amount will not be sent directly to you, as Marble did not receive payment from you directly. Please note that our records show you have initiated a dispute, which may unfortunately delay the refund process further. If you have any questions or need further clarification, were happy to assist.

  - Marble Law

• Initial Complaint

  Date:03/19/2025

  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 Marble Law ***** to file a simple family court petition and have not had any paperwork or documents filed. I do not get an answer when I call. They instead sent me another bill and have not completed any work. Im requested a refund so that I may hire any attorney to restore my visitation rights with my child. This company is a scam! They over charged me and did not do any work on my court case.

  

  Business Response

  Date: 03/24/2025

  Dear ******, 

  
  We appreciate you sharing your concerns. Please be assured that your feedback is incredibly important to us, and we are dedicated to addressing all client issues promptly. As a result, we have escalated your concerns to the relevant team within our organization. Our Client Quality Specialist has been assigned to carefully review and address the details of your case. We will make efforts to get in touch with you in order to gain a better understanding of the challenges you have faced and work towards finding a satisfactory resolution.

  
  -Marble Law
  

  
  

• Initial Complaint

  Date:03/17/2025

  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.

  This organization takes advantage of vulnerable people. They charge thousands of dollars to file a court document. When you are the phone with them, you are thoroughly confused. However, I thought that this situation would be illegal.

  

  Business Response

  Date: 03/18/2025

  Dear ******,

  Were sorry to hear that our pricing did not meet your expectations. We strive to provide clear and transparent information about our pay-per-step model, which was explained during your onboarding and outlined in your signed agreement. We also encourage all clients to review their contract before signing to ensure they fully understand the scope of services.

  We have confirmed that your legal team completed the services as outlined in your agreement. While we respect your perspective regarding pricing, the remaining balance is still due. We appreciate your feedback and wish you the best in finding the legal support that fits your needs.

  -Marble Law