Complaints

This profile includes complaints for The Doc Pros's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Doc Pros

  501 W Broadway Ste 800 PMB 311 San Diego, CA 92101-3546

  
• 

  The Doc Pros

  4231 Balboa Ave # 1010 San Diego, CA 92117-5504

  
• 

  The Doc Pros

  501 W Broadway Ste 800 San Diego, CA 92101-3546

  

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:01/08/2025

  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.

  My name is ******* *******. I had got into a debt consolidation with Doc pros they took two payments of $250 from my account. I canceled the account and they refused to give me any return and I think that is wrong.

  

  Business Response

  Date: 01/09/2025

  We are in communication with this consumer and their account is being reviewed for refund.  This consumer seemed confused on how the program and process works for The Doc Pros.  Thank you. 

• Initial Complaint

  Date:12/19/2024

  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.

  Information provided to me was very limited and the company did not follow through on what was stated. I was not provided with a packet or any documentation on how to handle creditors or when the DocPros were planning on paying the creditors that they said they negotiated a reduced amount that was to be paid by me to them. When I felt that DocPros was only concerned with receiving momentary funds and not explaining or showing where the money was/would go, my bank identified them as fraud and would not let the funds be removed from my account. My bank card was canceled and had to wait to get a new one, my account was frozen for a period of time in regards to the fraud alert placed on my account by my bank, as they knew that this company was fraudulent and a scam.

  

  Business Response

  Date: 12/20/2024

  This is the same complaint as the previous complaint was as these 2 people are married.  A bank institution does not freeze and flag a transaction as fraud unless the consumer states so.  This was something that the consumer contacted their bank institution for as we were notified from their bank institution.  We are not a fraudulent company.  You cannot get a merchant processor on a fraudulent company as you have to show proof of the business.  We are not sure what these consumers are asking as we are refunding them and they already received multiple refunds as they did chargebacks with their bank and they are stating they paid more money to the program then they did.  A significant difference in funds.  Are they trying to get money out of a cancellation of the program?  Also, they indeed received multiple emails and phone calls for correspondence.  We spoke and emailed this consumer on April 5, 2023, April 24th 2023, consumer emailed us documentation we needed for her account on April 28th, 2023, we spoke and emailed Welcome Package and multiple documents regarding the program on May 25th 2023.  Consumer wanted to cancel on September 25, 2023, account was cancelled then she contacted The Doc Pros regarding refund which was given during chargebacks on June 24th 2024.  As you can see this consumer has been cancelled over a year then they contacted for refund.  This is not active client.  This is the same for the previous complaint.  **** times and dates.  Both of these consumers have been cancelled since 2023.  

• Initial Complaint

  Date:12/10/2024

  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.

  My wife and I turned to this company for help with our debt, and it has been nothing short of a nightmare. Weve forked over about $8,000 together, but all they did was take our money. Creditors keep calling me, and their only response is to give me a script of things to say. Theyve never even communicated with our creditors at all. It feels like the only thing they care about is collecting their monthly fee. Im beyond frustrated and want my money back. I've requested it multiple times, but they ignore me. This company is nothing but a scam, and I'm furious!

  

  Business Response

  Date: 12/11/2024

  This Consumer has not paid in $8,000.00.  Total on himself and wife was $3103.24.  These 2 consumers accounts are seperate and were processed seperately. They also did chargebacks of payments back in June 2024,  This consumer was engaged in the program and was fully aware on how the program and process works.  BOTH consumers were fully aware.  They received multiple calls and correspondence through out the duration that they wanted to be enrolled into the program.  This consumer was ******* the process along as that is not how this program works.  We appologize for the confusion.  

  Customer Answer

  Date: 12/18/2024

  As noted by DocPros, these are two distinct accounts. I initially believed that we could address this matter without lodging another formal complaint, but I have since advised her to proceed with filing it. You should expect to receive this shortly. 
  
   When I was served by Discover, I reached out to express my concerns regarding their lack of communication and the focus solely on monetary transactions. I did not receive any notifications or contact regarding the program I was enrolled in. 
  
  I was served by Discover Card for a charge-off associated with this program, which led to unexpected legal fees and negotiations that took both time and additional expenses. 
  
  Given that no services were rendered, I request a full refund of my payment. The only correspondence I have received from DocPros pertains to financial matters. My bank flagged their communications as potential fraud, and the sole outreach from them has only been related to payment, not regarding my creditors. I will be forwarding an email that includes this communication for your review.
  
  Thank you,
  

  
  

  

  Business Response

  Date: 12/19/2024

  What The Doc Pros will do is refund the consumer an additional payment.  This consumer only made 4 payments and 1 you charged off with your bank insitution.  The additional account only made 3 payments.  The amount of money this consumer is stating that was made is not even close to the amount that was paid.  An additional refund is on the way to this consumer.  These accounts are both cancelled. 

  Customer Answer

  Date: 12/23/2024

  
  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,
  
  **** *********
  
   
  

  Customer Answer

  Date: 01/21/2025

  I hope you had a great weekend! Regarding the Doc Pros, I only received 1 check and not my full refund. My wife hasn't received anything, but hers is a separate case. Could you please reopen?
  

  
  

  

  Business Response

  Date: 01/22/2025

  The Doc Pros refunded this consumer as they also did chargebacks with their bank institution.  There is no further refund to give.  This consumer also did cash the refund check that was sent to them.  

  Customer Answer

  Date: 01/24/2025

  Doc Pros has indicated that they will be sending an additional payment. While I have received one payment, I am still awaiting the remaining amount, especially given that no services were provided and I was involved in a lawsuit with Discover under their "Program." My wife, who also had an account and submitted a separate complaint, has not received any payments either. I have advised her to reopen her case until we receive a full refund of all the funds we contributed.

• Initial Complaint

  Date:11/19/2024

  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.

  Been dealing with a debt consolidation program for a couple of months they've been taking my money and not using it at all called up to find out why my money is just stagnated for a couple of months they didn't give me no information ask them how can we resolve this and get my money to the creditors that needs to be getting it they hung up on me call back and cancel ask for a refund it's been two and a half months or no refund and no call back

  

  Business Response

  Date: 11/21/2024

  Hello.  The Doc Pros is not a consolidation company.  As you see in the agreement that the consumer attached to this complaint it states document preparation.  It states nothing about consolidation.  Seems the consumer is confused and misunderstood the program.  We did refund the client.  When enrolling into the program he was made fully aware on how the program works as we do a Quality Control call and he stated he understood.  This consumer has been cancelled and has been refunded.  Thank you. 

• Initial Complaint

  Date:11/13/2024

  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.

  I paid them to help me pay off my debt. After 4 payments of ****** they did not do anything, so I call to cancel the service and they give me 1 payment back. I think I should have gotten more back. The last time I called the customer service operated hung up on me. She would not answer my call anymore.

  

  Business Response

  Date: 11/14/2024

  This consumer was engaged with the program the entire time.  She did not give the time frame a chance to complete the program before she wanted to cancel.  We did not refund 1 payment we refunded 2 payments.  One on September 9th and the other on September 24th.  This consumer has not made a payment since July 2024.  This consumer was cancelled on September 4th 2024.  We appologize there was confusion.  

• Initial Complaint

  Date:10/17/2024

  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.

  I enrolled with The Doc Pros a couple years ago and **** told me that they would be able to assist me with my unsecured debit. I agreed to the payment plan that they offered and started paying them monthly. I was told to send them all codependence from my credit card companies that i received monthly. Approximately 8 months ago I was contacted and told that I didn't need to continue paying my monthly payment, but the program would continue according to the agreed terms. I have recently received three court summons for failure to pay my debits. **** told me that this is not suppose to happen and that she would have an attorney contact me. I was told that a portion of the monthly payment that I'm sending in was suppose to go to the credit card companies. I recently found out that this is not happening. The Doc Pros is just waiting for the Credit Card Companies to charge off the accounts and then try to repair my credit report. I was instructed to call the Doc Pros and request a full refund and then use that money to settle my enrolled accounts. I called and asked to speak with **** however I was told that she would call me back and never did. I called a second time and was told that they denied my refund request but would cancel my agreement.

  

  Business Response

  Date: 10/21/2024

  This consumer was enrolled into the program on October 11th 2022.  They have been fully engaged in the entire process of the program.  We have spoken to this consumer multiple times during the entire duration.  We have spoken to this consumer at least once a month with updates.  He has been sending the required documentation for the program.  This consumer was never told that the monthly payment was going towards credit card bills.  We are not a consolidation or settlement company.  This consumer has received Welcome Packages and Acceptance calls that explains in detail how the program and process works.  The Doc Pros stopped taking monthly payments from this consumer back on April 2023.  They have made 7 payments out of the 12 per their agreement.  The Doc Pros has went above and beyond for this consumer without further payments.  If this consumer wants to continue with the program we would be happy to help. 

  Customer Answer

  Date: 10/21/2024

  What has The Doc Pros done for me since I enrolled and started making payments? Yes, they call me and ask if I have any letters or anything from the credit companies. But I dont see any improvement, I just continue to receive summons from creditors. I would like to see some improvement on my credit or a refund. I cant just continue to wait until Im sued again.

  

  Business Response

  Date: 10/23/2024

  The Doc Pros will contact this consumer directly for resolution.  Thank you. 

  Customer Answer

  Date: 10/30/2024

  I paid a monthly fee for credit repair and l was told initially that my payment would be used to settle my accounts. I received three court summons and I had to hire an attorney to settle the cases. I would like to have the money that I paid your company refunded so that I can pay my bills and attorneys fees. I dont feel like your company did want I was told that they would do to avoid the court cases and fees.

• Initial Complaint

  Date:08/28/2024

  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.

  This business led me to believe it was a debt consolidation program to relieve debt. It was fake and thankfully I caught on before I paid a 3rd month . Horrible liars they are . Nothing but a scam I think. I haven't received any paperwork or emails or nothing . No proof probably except for my bank account that I paid them twice. They wanted me to lie in the end and say I didn't owe money to the debters..

  

  Business Response

  Date: 08/29/2024

  This consumer has spoken to The Doc Pros multiple times being very agressive.  Management was aware of the refund request and this consumer was told many times it is being reviewed.  He continued to contact ************* screaming and using fowl language.  This consumer has done all the Acceptance calls and received all the Welcome Packages via email as we have receipt of those.  The refund is being reviewed by management and their account is cancelled per their request. 

• Initial Complaint

  Date:07/12/2024

  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.

  june 14, 2024 ****** the doc pro **** relief no answer they called me

  

  Business Response

  Date: 07/14/2024

  This consumer has sent many threatening emails and has been very confused during the entire duration of the program.  We have tried several times to communicate with her. The refund is scheduled for this week as we have communicated this already to the consumer of the one payment made since enrollment in May. 

• Initial Complaint

  Date:05/08/2024

  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.

  They said my credit cards would be paid and nothing has been paid and my credit scores would go up and nothing done

  

  Business Response

  Date: 05/09/2024

  This consumer was engaged and fully aware on how the program works.  She was sending in the correct correspondence needed to process on her accounts and we would speak to her multiple times a month regarding status updates and questions she may have had.  Everything was done per her request.  Unfortunately things do need time and per our conversations she wants this process done faster then anyone can for any sort of program she would enroll into.  We have communicated this to her multiple times.  

  Customer Answer

  Date: 05/16/2024

  My name is ************************* and The reason I didn't respond is because my phone would not let me respond to the case. I I call and the receptionist said that they didn't have no case on Doc pros so I called again and I'm trying to reopen the case back on doc pros I started this in February of 2023 and finish pay December of 2023 and was told that I would see my credit go up as soon as the payments was finished they are holding $3,000 of my money and I haven't seen nothing they have done I got in touch with the creditors because doc pros wanted the collection papers I asked the collection people have they paid anything they said they never even heard of them I have not seen my credit go  up I sent them the collection papers and haven't heard anything from them I would like to reopen my case thank you ************************* ************ email ****** b e l ************ thank you

  
  

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

  

  Business Response

  Date: 05/17/2024

  This consumer was engaged and fully aware on how the program works.  She was sending in the correct correspondence needed to process on her accounts and we would speak to her multiple times a month regarding status updates and questions she may have had.  Everything was done per her request.  Unfortunately things do need time and per our conversations she wants this process done faster then anyone can for any sort of program she would enroll into.  We have communicated this to her multiple times.  Do they want to resume the program?  We are unsure what she is requesting as we did what she wanted the service to be.  

  Customer Answer

  Date: 05/17/2024

  My name is ************************* I do not wish to do business with this company I have been with them since February of 2023 and they told me in December **************************************************************************************************************** 30 days collection when I called the  credit card collection think that they never heard of the company and no one had got in touch with them about my credit I asked the credit companies to send me the credit collection papers

• Initial Complaint

  Date:03/05/2024

  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.

  I hired this business in October 2022 to help me with debt after I left my marriage and was a single mom trying to make my own way. Our business was on the brink of bankruptcy, so I did not have money to pay my credit cards off. I desperately wanted a clean slate and had used a debt relief program in my early 20's, and thought this program was similar. I was told by the Doc Pros agent that they would enroll me in their debt validation program, but I would need to stop paying my credit cards. I had a really hard time with this since my credit score was over 800 and I had ALWAYS paid my bills on time. She told me it was part of their program and my score would be repaired at the end of the program. I diligently researched this company before signing up and saw their grade on BBB was A and then also saw that the law group they work with also had high ****** ratings. When I signed up, I spoke with *************** of L.A. and was confident in the program since I was speaking to lawyers who were very reassuring. I paid the Doc Pros over $5k thinking I was paying for legal assistance, but they have not helped me but made my situation worse since I now have a credit score that is barely over 600. In April 2023, the agent who signed me up contacted me and told me this company was a scam, and told me to ask for a refund. I was also contacted by a manager from The Doc Pros the next day, who assured me the program was still good and their former employee was spreading false information. I then had one of my credit card companies file a judgement against me. I went to ******** for assistance and they referred me to their legal help at ***************, and she told me I could hire her to file bankruptcy. What did I pay $5k for? Now I realize I should have just paid my credit cards instead of paying these frauds. I have reached out to their company many times with no action. I had an appt scheduled with the manager on Feb 1st but didn't hear from her. Help please!

  

  Business Response

  Date: 03/05/2024

  Hello!  

  This consumer enrolled into The Doc Pros on September 2022.  She was very responsive and was fully aware on how the program works and was sending The Doc Pros all the requested and required information.  She was engaged in the program. We processed on the accounts that she has enrolled into the program.  In March of 2023 the individual that enrolled her into The Doc Pros program (They were not a employee of The Doc Pros they were a marketing company) was in breach and was contacting certain client of The Doc Pros telling them to commit bank fraud.  When this first happened The Doc Pros contacted all of those individuals to releave them and make sure they did not follow this in personas directions as we had to get legal involved and send this person(s) ***** and Desist as they legally were not allowed to contact any of The Doc Pros clients.  I also communicated this to my BBB representative and she was fully aware as well what the situation was as we felt there would possibly be some complaints from consumers or this one person would put false complaints (As they did and BBB caught them). We stoped taking payment from Ms. *** in April 2023 as we felt for those handful of our clients due to that situation we felt as a business we did not want to charge them anymore payments and process on their accounts for NO additional charge.  Which we did.  Ms. *** them spoke to our legal department and advised or spoke to her about filing Bankruptcy.  We do not know what ************ decided to do as the last time she spoke to anyone was Jan 31st 2024.  We have tried to reach this client with no success.  

  Customer Answer

  Date: 03/05/2024

  I paid over $5,000 for your company to ultimately tell me to pay a lawyer to file bankruptcy. This is not what I was told when I signed up. I was told by the consulting agent that my debt would be wiped clean through debt validation. If you are hiring a marketing company to represent your company, then they should have been properly trained to let potential clients know that there is a chance that the validation will NOT work. Sounds like what they were told to tell clients wasn't completely honest. This is why ****** reached out to me April 16, 2023. She had so many of your clients coming back and telling her this program isn't working, so she started warning the people she signed up because she felt guilty! At this point, this is a joke and NOT working, so I just want my money refunded so I can pay my credit card debt. All you did was call or text me every once in a while to see if I had received anything, which I did not until after I stopped payment. I have called your customer service line and talked to ******* many times starting back in 2023, and was told someone would call me back each time, but they never did. I talked to ****** on 1/30/24 who had ******** call me on 1/31. She set up an appointment for the manager or owner, ****, to call me on 2/1/24 and I never heard from her. This is NOT how legit and honest companies operate. If I did not receive the service I was told I was getting, I need my money back. I now owe *********** six thousand dollars and would like to just pay them with the money you dishonestly took from me. The service I paid for was debt relief, I was NOT given this service, and just need a refund. 

  

  Business Response

  Date: 03/06/2024

  We are very clear with the program expectations during the duration of time that validation for document preparation is not a 100% guarentee.  You are stated this is the Welcome Pacakage that you receive when you first enrolled, there is a disclosure on every email that you have received stating this and in your agreement that you signed when you enrolled.  And no those individuals did not contact you because they had clients calling them, those individuals were calling clients and breaching contract and were telling consumers like yourself to go do bank fraud and charge back payments that is why they received legal documents from The Doc Pros and that is why you have not heard from them since. They were trying to scam you that is why when The Doc Pros heard about this you were contacted imediately.  The Doc Pros has contacted you via SMS to confirm your mailing address to set up a refund as we see there was much confusion when you first enrolled regarding how the program works.  Thank you.  

  Customer Answer

  Date: 03/07/2024

  Thank you for your willingness to issue a refund. I will accept a response once I receive the refund, as I responded to your text at 8:17am with my address when the text came through at 5:35am on 3/06/2024. I don't feel like the reps were trying to get me to commit bank fraud. They called me to tell me the program wasn't working and they had other companies that could help me. I told them I didn't trust any of you because this was all ridiculously unprofessional and sloppy. But I had paid the money for the program so I kept with it. But once the debt was validated, I was told by your legal associate to declare bankruptcy and pay more for her legal services. What does the $5,000 (originally supposed to be $8,000) go towards? Your assistants calling me every few months to check if I received papers? Maybe there was a point that this program worked, but I missed that boat and I am devastated by this program. This is my life and my credit. I had over an 800 credit score when I signed up. I should have just contacted my credit card companies for an arrangement. But at that point I was going through a divorce and picking up the pieces of my life, desperate and vulnerable and trusted what I was being told. Please send the refund as soon as possible so we can all just put this behind us. Thank you.