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:08/19/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 this process server JPL in **************. I got a bill like in December of 2022, I paid the bill with a credit card, and ever since then I have been receiving emails and letters in the mail stating I owe late fees and I got a invoice with all kinds of dates that I have never used this company that many times and I have no idea why this company keeps contacting me about a payment I don't owe them.

  Business Response

  Date: 08/27/2024

  Subject ordered three different services from us.   Two Service of Process requests and to file the proof of service with the court.  All services were completed and the total due was $194.25 for all 3 services.  

  The subject called and made a payment over the phone for $94.25, which leaves a balance of $100.  He has failed to pay that total and has obtained finance charges to the account and late fees to his total.  

  He has never contacted us, even though the monthly statement has been sent since his jobs were completed.   The statements are emailed to the subject, which includes a phone number and an email address for him to contact us.  It is obvious that he is reporting this to the BBB in order to get out of his obligations to pay, but the debt is being sold to a 3rd party collection company.  

  I will be sending this over to collections, so we will not be contacting the party again in the future, but the collection company that we are selling the debt to, will contact the subject on their timeline.   If the subject contacts us this week before Friday, I will give him a one time discount of all outstanding fees with the exception of the $100 that he still owes to the balance.  This is a one time offer.  Pay the $100 and it will not go to collections, do not pay it and it will go to collections.  

  Customer Answer

  Date: 08/28/2024

  No one pays just half a bill, then refuses to pay the rest. I specifically asked what was the total, and was quoted the $94.00, which I gladly paid in full with a credit card I can prove. No where was I quoted in writing or verbally, anything over a hundred dollars, until months later and this company is aggressively calling me and email me for money I will not pay. No business should be coming back to the customer/consumer after paying the bill in full and ask for more money months after the job is completed, which is clearly what this company is trying to do. That one time offer can go to collections, ask yourself this if this was a legitimate request, why is it just now threatening to going to collections. We can go to court and I can show the court the fake invoices, and emails, and how this company is now asking for $100, $200, or $300, it does matter what their asking for I won't pay $1.00, we are done, I paid what you quoted me you go your way and i go my way. I won't be extorted for more money because maybe their business is not doing so well during this hard times and difficult times for their business.   

• Initial Complaint

  Date:12/13/2022

  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.

  On Aug 2022 10:57 am, I was in search of a process server in ** to serve my ex the divorce papers before he travels to **. I found JPL and went through their reviews. I was surprised they had good review since some of their low reviews (see *********************) were harshly responded and even client's personal life/challenges were discussed (given that *** gets access to the client's files and info). I uploaded my documents on their site and it was telling me you would receive an email shortly. I waited. Nothing happened. I called them and talked to a girl. She confirmed my files have not been received at their end and wanted me to reupload. While on the phone with her, I reuploaded. Agin, not received at their end. I told her, I don't have time to redo this and asked her to forget it as after realizing they have technical issues I am moving on with another vendor. I hired another vendor based in ******* at 11:49 am, as ex flew back shortly. They served ************* was accomplished. Later, in Oct, I received an email from *** claiming that they attempted serving my husband (but failed) and that I owe them 99$. I called and explained that I never hired them b/c of the technical issues and that I explained to the girl on the phone that I am working with another vendor. I never got to talk with the owner, ****. I kept receiving checks and emails that I owe them money and every time called them/explained the story over and over ************* is very unorganized, every time I talked to a random person, and they have communication issues on top of technical issues). In my last attempt, *************************** (the owner) got back with a harsh email threatening me that if I don't pay, he will charge me even more for late fees. What he is hiding is that there were technical issues at their end and that although I sent an order, I did not want to work with them as my files did not come through until 12:30 pm.

  Business Response

  Date: 12/14/2022

  She ordered a service, which was responded to by our office within an hour of her requesting service; see her attached ordered form showing her submission time and the response time.  We started her service at 6pm the same day it was ordered, and made 7 total attempts on the service.   We spoke to neighbors who stated that the person that lives at the address provided was a female.  We continued service.  We spoke to another set of neighbors who stated that the female who lives at the location was never home, so we continued.   We continued with service and made an extra attempt above and beyond what she paid for, but she refused to pay her bill.  First, she stated that she had never ordered this service.  I informed her that I was sending this to collections and provided the same order form she uploaded.  She cannot keep her story straight, and She does not want to pay her bill.  Unfortunately, this will go to collections, and her credit rating will be affected if she refuses to pay for a job that she ordered and was started faster than requested and completed with more attempts than we usually provide. 
  
  It's a shame that the BBB and other review sites meant to protect the client have turned into providing an excuse not to pay for a service that was ordered and performed per her instructions. It is disappointing that the BBB allows this to occur.  We have been in business for over 22 years; employ and provide a paycheck to over **** people throughout *****************.  Our website never had any issues she mentioned; the only issue is the subject making a complaint because she cannot afford to pay for a service she ordered.  I sent her a copy of her order today after I caught her in her first lie; that she never ordered the service. 
  
  I usually wait longer, hoping that our client is just short on money at the time, but since she has lied several times to our office and now the BBB, I will forward this to collections by the end of the week.   Best of Luck ****!

  Customer Answer

  Date: 12/14/2022

  I am highly paid/educated and 99$ is not my problem. I paid fair to vendor whom I hired to serve my ex (Btw, my ex lives alone. Universe knows whom your server attempted to serve. My ex works from home and no woman living in his address. He was served like a gentleman by other vendor at communicated time). I never lied. I kept calling your office after receiving invoice (you never there to hear my story) and explained that I uploaded files and they did not come through twice and that b/c of that I moved on to another vendor. Why would I had to hire another vendor if it could be hassle free with your company at first place? You call it she ordered a service. We have different definitions. I uploaded my files and submitted, yes. The girl who was answering phone was not receiving them at her end. We tried twice. I dont check my email regularly (so did not know that you later received the files. By that time I already hired the other vendor). If you did not have communication issues in your company you would know that I clearly communicated to your girl that I am moving on and dont want to waste my time. You skip talking about your companys internal issues. I am not scared of your threats of increasing charges or sending invoice to collection (there are laws & agencies to protect for that). To show my sincereness to BBB, I am willing to pay the 99$ so that you see it is not about money. It is about doing business the right way. Your disorganized company (technical issues in my case, on top of that communication issues and now harassment & threats) should not be able to continue like this. You could be in business and doing this for 22 yrs. Who knows but it has to be disclosed & stopped. BTW, BBB is here as they work for a trustworthy marketplace by maintaining standards for truthful advertising, investigating and exposing fraud against both consumers and businesses. They are not on my/your side. They are here to improve standards. Your low review speaks.
  

  Business Response

  Date: 12/14/2022

  I see the complaint of order form, I see the reasoning of  "our website is down", I see that you hired another service, but it doesn't explain the fact that not once in all of your detailed reports that you called to cancel the service from us or that you didn't simply send an email to cancel the service.  Unless a client specifically states that they want the job cancelled and as long as it hasn't started and there is no charge, we continue on with the service until attempts are exhausted.

  I give people the benefit of the doubt on legal services, I always have.  Most are not as versed in how things should be done or what is legal and not legal for us to do, but simple cancelling out the job would have solved each and every reason you provided.  Instead you try to slander a business that has been open and thrived for 22 years which will never win an argument.  As much as you complain about the company, where is the email that requests the service to be cancelled.  Where is the phone call? 

  If paying the bill is not an issue, then pay it.  You ordered the service, it was performed as requested, you never once cancelled it, you never replied to emails sent to you, and now there is a bill for it.  

   

  Customer Answer

  Date: 12/14/2022

  Now we are talking.

  As mentioned I dont check this email regularly. In fact I have over **** emails there that I never opened. I only track the emails that I need to track (lets say I bought something and need to see when it arrives). 

  Did I make a mistake assuming that your employee would make sure this gets cancelled after I told her I am not interested to work with your firm b/c of technical issues and moving to the next vendor? I probably did. I simply assumed your company is organized and that your employee is trained/experienced to immediately react to my request.

  Was I obligated to keep tracking of your firm email address (which in my mind I never started working with) in my emails making sure you are not continuing with what you call sending a service just b/c I uploaded my documents? No

  However, I am a fair person. All I want at this point is for you as the owner of this 22 yr business to stop ignoring/judging/labeling your clients (you called me a lier, and called other complaining people difficult or disclosed their pending law suits!). I want you to stop the threatening and to accept that mistakes are typically made at both ends.
  

  I would pay half of the bill to show my sincereness & fairness. I hope you accept your part and deal with the other half.  

• Initial Complaint

  Date:05/06/2022

  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.

  As a divorce provider, I emailed this process server at their ************* location (address unknown) at the request of my client. I asked for them to serve financial documents on the other spouse. I asked them to confirm receipt of my email, and when they did I immediately replied that we did NOT want to pay a rush fee. That was ignored. I complained and they decreased the fee to non-rush but regardless of me asking multiple times for them to stop emailing, *************************** continued to write defensive and offensive emails to me, clearly NOT reading what I was writing. It is NOT okay to harass a customer in this manner.

  Business Response

  Date: 05/06/2022

  I would not suggest anyone send ******************************* any sort of legal work for family law or take any work or services from her.  She requested a RUSH service that was sent as a RUSH when she sent it to us.  Unless you read one specific line in an email full of paragraphs, which is a fraudulent attempt of getting a rush service at a standard rate price.  She sent the request at 9 pm at night,we set up the job the next morning when we received the email and sent it out the same day.  When she was charged for the service she ordered, she produced every excuse in the book to try to get that pricing changed.  I provided her the benefit of the doubt and gave her, her client, a $50 discount.   You know a provider is bad when their own clients contact you after the fact and want to speak with you directly, a sub-contracted employee of the person they hired.   Mind you, the same exact type of service happened for her in January 2022 for this same person/party.  We received the documents the evening before, served them the following day, and she was charged the same rate, she was happy enough with the service to do it again this time.  For some reason, she had an issue with this service even being it was the same exact service we did for her 4 months prior.  
  
  As far as her request to cease contact, the only contact that has been made with her is when she sends an email and there is a response needed.  She emailed our office 17 times on Weds.   Of course she is going to get 17 emails from us as a reply to her email to us.  She wanted to have the last word, but the content she was putting into the email required a response.  She is paid in full as a client to the company and unless she orders another service or emails our office, there will be no other response that is required from us.

  Customer Answer

  Date: 05/19/2022

  Whether he would suggest my services to others is wholly irrelevant. This complaint was filed by me. I am the customer (through my client's request); I should be treated as an individual and customer; he cannot attack my business which he never used, in a complaint against his business. Also, he falsely states that I requested a "rush." On 5/2/22 I emailed that we sought a serve for 5/3/22. (Please note, not every server charges a 'rush' fee for next-day service; if they do it should be abundantly clear.) In any case, I asked for my email to be confirmed FIRST. Upon confirmation, I replied immediately and said, "Please let us know if there is an extra fee to serve today. If there is, I will re-date the form for whatever date to serve to make it least expensive." His claim that that sentence was "one specific line in an email full of paragraphs" is not relevant -- he is responsible to read all lines from a customer when they are stating their specifics. 

  
  

  That line CLEARLY indicated my client's desire NOT to pay for a "rush." Moreover, *I* was not "being charged." At my direction, my client called JPLSP and paid with his credit card (instead of me calling with his credit card like I did in January), so ****** implication that I was avoiding payment and/or my client was undermining me ... both claims are again irrelevant. Also, my client said he asked **** to back down, in defense of me. But, **** omitted that fact. Furthermore, there was no $50 discount. We had a "rush" charge for another serve in January 2022 which cost $125, so the alleged 'rush' charge should have been $125 anyway, not $175 as he claims. If the ***** price increased form $125 to $175 since January, that again should be abundantly clear.

  
  

  In sum, ***** was my client's choice, NOT mine -- I told **** that repeatedly, yet he is willfully ignoring information I gave him. Initially, this conflict arose with me fighting for my client to not pay $175. ***** charged my client $125 like in January. But, I filed a complaint anyway because I felt severely harassed in my emails, in part because he said he was only "responding to my emails" but he was not admitting or validating the major error with this transaction --- i.e, it was NOT clear that emailing the day before equated a "rush" request, and on top of it I was not even invoiced automatically, I had to ask for an invoice. If I had received an invoice earlier, perhaps this problem would have been avoided. It was arguably **** "needing the last word" -- again *i* am the customer for my client. A rightful business does not fight with customers.

  
  

  Business Response

  Date: 05/19/2022

  Bronwyn is difficult to deal with and does not know how to speak to people in a civil manner.  She continues on with this "complaint" even though it was settled 3 weeks prior when she paid in full for the services she ordered and that were completed.  Buyer beware.  He own clients are continuing to contact us for service, bypassing her "recommendations".   She must always have the last word, whether or not she is correct or not.

  ************************************ **********************/MA, Owner
  Registered Legal Document Assistant #**
  **********************************
  The **************, ***************************************************************************************************************

  Customer Answer

  Date: 05/23/2022

  Again, this is NOT about my person or position. As someone with four communication degrees I am considered an expert. Yes, my client paid his **** so the transaction is closed in that regard (and that is ONE client choosing you because you were allegedly cheaper than my server but you are NOT, he has not asked you to serve anything since the transaction in question). I filed this complaint because I was acutely dissatisfied with the "customer **********************" from JPLSP. To accuse me about the "last word" while you continue to reply is preposterous. I filed with BBB to complain, NOT to open up to more communication. I won't say the "customer is always right" but I do not feel you respect the customer in the slightest upon having a grievance. I trust you will never act with others the way you acted with me. Perhaps if I were male you would not have acted that way in the first place. I ask for closure of this complaint.