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:01/11/2024

  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.

  The documents generated by their website are not adequate to use for legal purposes. When I informed them that the document was not usable, they would not issue a refund. Not an ethical business, providing a sub-par product.

  

  Business Response

  Date: 01/12/2024

  Hello,
  
  
  I hope this email finds you well. Firstly, I would like to extend my sincere apologies for any inconvenience you have experienced regarding your recent membership with us. Your feedback is invaluable, and we appreciate the opportunity to address your concerns via BBB.
  
  
  I'd like to clarify your 7-day trial membership. It's intended to provide full access to our range of personal and business legal forms. Please note, it automatically renews after the initial seven days. As you canceled on the renewal day, it's time-sensitive which led to the billing despite the cancellation.
  
  To ensure transparency and to prevent any confusion, we have made it a point to prominently display our billing policy on both our pricing and checkout pages. We want to emphasize that our valued customers have the flexibility to cancel their memberships at any time, 24/7, either by accessing our online cancellation option or by reaching out to one of our dedicated Customer Service representatives via chat, phone, or email.
  
  Following discussions with our accounting team, we issued a one-month refund. Thank you for your understanding and for giving us the opportunity to rectify this situation.
  
  Warm regards,
  
  Betty ** 
  ************************** 
  ************************** 
  ***** ********

• Initial Complaint

  Date:01/04/2024

  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.

  On July 28th I subscribed to Legaltemplates.net to do a document- The subscription was $1.00 (see attachment). I called on or about July 31st to cancel the subscription. I never noticed into I checked my bank account that this company was charging me $39.95 per month since August 2023- They charged August/Sept/oct/Nov/Dec and January totaling $239.70. I called them and I was told that I never cancel the subscription that I needed the cancellation email. The representative insisted that I never cancel, and they never make a mistake. She claimed she checked the phone log, and they never received a phone call from me. I find it humorous since I never mentioned from which phone line I made the phone call. I expect the full reimbursement. Respectfully, *** ******- Their number is (855) 335-9779

  

  Business Response

  Date: 01/07/2024

  Hello,
  
  
  I hope this email finds you well. Firstly, I would like to extend my sincere apologies for any inconvenience you have experienced regarding your recent membership with us. Your feedback is invaluable, and we appreciate the opportunity to address your concerns via BBB.
  
  I would like to take this opportunity to provide clarification regarding your 7-day trial membership. This membership is designed to grant you unrestricted access to our extensive collection of personal and business legal forms, and it does automatically renew after the initial seven days.
  
  To ensure transparency and to prevent any confusion, we have made it a point to prominently display our billing policy on both our pricing and checkout pages. We want to emphasize that our valued customers have the flexibility to cancel their memberships at any time, 24/7, either by accessing our online cancellation option or by reaching out to one of our dedicated Customer Service representatives via chat, phone, or email.
  
  After speaking with our accounting team, we have determined that we can provide you with a refund for the latest three months' charges. We sincerely apologize for any inconvenience you may have experienced, and we hope this resolution is satisfactory to you. Please let us know if you accept this offer, so we can expedite the refund process immediately.
  
  Thank you for your understanding and for giving us the opportunity to rectify this situation. We look forward to your response and the chance to regain your trust in our services.
  
  Warm regards,
  
  Betty ** 
  ************************** 
  ************************** 
  ***** ********

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (1) I purchased a monthly online service which commenced on December 6, 2023, for $ 39.95
  (2) I inquired about the cancelation policy after 30 days which wasn't published on the website at 7:00 AM, December 8, 2023. (email sent to vendor)
  (3) Vendor responded by immediately canceling subscription and refused to honor my request to provide advance notification after the 30 day period of usage which was collected by the vendor.
  (4) Vendor was notified that the cancelation policy wasn't posted on website relative to contacting vendor to provide notification for cancelation.
  (5) Vendor allegedly update nonexistent website policy based upon email communications.
  (6) Awaiting either reinstatement of website rights or prorated amount for unwarranted cancelation.
  (7) Vendor refused to reinstate account and/or refund fees
  (8) Notifying credit card company of fraudulent transaction

  

  Business Response

  Date: 12/10/2023

  Hello,

  I hope this email finds you well. Firstly, I would like to extend my sincere apologies for any inconvenience you have experienced regarding your recent membership with us. Your feedback is invaluable, and we appreciate the opportunity to address your concerns via BBB.

  I would like to take this opportunity to provide clarification regarding your 7-day trial membership. This membership is designed to grant you unrestricted access to our extensive collection of personal and business legal forms, and it does automatically renew after the initial seven days.
  
  To ensure transparency and to prevent any confusion, we have made it a point to prominently display our billing policy on both our pricing and checkout pages. We want to emphasize that our valued customers have the flexibility to cancel their memberships at any time, 24/7, either by accessing our online cancellation option or by reaching out to one of our dedicated Customer Service representatives via chat, phone, or email.
  
  We have processed a refund for one month of $39.95, and you can expect to receive it within 3-5 business days. We deeply regret any inconvenience you may have encountered, and we trust that this resolution meets your satisfaction.
  
  Again, we appreciate your feedback and your understanding. If you have any further questions or concerns, please do not hesitate to reach out to us. 
  
  Best Regards,
  Betty K. 
  ************************** 
  ************************** 
  (855) 335-9779

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the refund ONLY.  However, the vendor has not provided the facts as referenced in my original complaint.  Please see attached email string.  I had to file a fraud compliant with Mastercard which is being processed too. 

• Initial Complaint

  Date:12/03/2023

  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.

  ******************, which redirects you to **********, has been charging me $39.95 each month since July 2023. I used their service one time to purchase a document several months ago. I did not sign up for any subscription. When I sign in my account, it even says I have no subscriptions. Yet they've been charging me. They obtained my credit card information when I purchased the single document months ago. I have reached out to them to resolve (cancel my account and refund me my fees) but no response yet.

  

  Business Response

  Date: 12/04/2023

  Hello,

  Thank you for contacting us.
  
  We are not associated with eforms; our website is ******************.
  
  To assist you further, kindly provide the last four digits of the charged card or the email address used for registration, enabling us to accurately locate the account.

  Sincerely, 
  
  
  Betty K. 
  ************************** 
  *************************t 
  (855) 335-9779
  
  
  All information, communication, software, and services provided on the site are for informational purposes and self-help only and are not intended to be a substitute for a lawyer or professional legal advice. Use of this site is subject to our Terms of Use.

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged an absolutely absurd amount of money for a 1 week trial that I tried canceling multiple times. There is no options for refunds on the website. This is borderline scamming and I’d like a full refund. I need this money to pay for groceries and my children.

  

  Business Response

  Date: 11/17/2023

  Hello,
  
  
  I hope this email finds you well. Firstly, I would like to extend my sincere apologies for any inconvenience you have experienced regarding your recent membership with us. Your feedback is invaluable, and we appreciate the opportunity to address your concerns via BBB.I would like to take this opportunity to provide clarification regarding your 7-day trial membership. This membership is designed to grant you unrestricted access to our extensive collection of personal and business legal forms, and it does automatically renew after the initial seven days.
  
  To ensure transparency and to prevent any confusion, we have made it a point to prominently display our billing policy on both our pricing and checkout pages. We want to emphasize that our valued customers have the flexibility to cancel their memberships at any time, 24/7, either by accessing our online cancellation option or by reaching out to one of our dedicated Customer Service representatives via chat, phone, or email.
  
  Following our conversation with the accounting department, we have processed a refund for one month, and you can expect to receive it within 3-5 business days. We deeply regret any inconvenience you may have encountered, and we trust that this resolution meets your satisfaction.
  
  Thank you for your understanding and for giving us the opportunity to rectify this situation.
  
  Warm regards,
  
  Betty K. 
  ************************** 
  ************************** 
  (855) 335-9779

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:11/03/2023

  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 attempted to use these services for a quick moment of need. I intended to cancel the free trial the day of- as to not forget about it later. However, the option to cancel did not appear even days after, until I was charged the renewal.

  

  Business Response

  Date: 11/05/2023

  Hello,

  Thank you for contacting Legal Templates and accept our apologies for the inconvenience caused.
  
  Our accounting team had completed processing the refund for $39.95. 
  
  
  Your credit should appear, depending upon the practices of your financial institution, usually between 5 and 10 business days. If you do not see this credit, you will need to contact your financial institution for further details regarding this transaction.
  
  
  Thank you in advance for your time, and please let me know if you have any further questions.
  Sincerely, 
  
  
  Betty K. 
  ************************** 
  **************************
  (855) 335-9779
  
  
  All information, communication, software, and services provided on the site are for informational purposes and self-help only and are not intended to be a substitute for a lawyer or professional legal advice. Use of this site is subject to our Terms of Use.

• Initial Complaint

  Date:10/21/2023

  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 company has charge my credit card multiple times without consent and my free trial was cancelled before the days were up

  

  Business Response

  Date: 10/21/2023

  Hello,

  I would like to extend my heartfelt apologies for any inconvenience you may have experienced.
  
  Allow me to offer clarification regarding your 7-day trial membership. This membership provides you with unrestricted access to our extensive collection of personal and business legal forms and will automatically renew after the initial seven days.
  
  To ensure transparency and avoid any confusion, we have taken care to prominently display our billing policy on both the pricing and checkout pages. We want to emphasize that our valued customers retain the flexibility to cancel their memberships at any time, around the clock, by accessing our online cancellation option or by contacting one of our dedicated Customer Service representatives through chat, phone, or email.
  
  
  I've successfully located your account associated with the email address [email protected], and the subscription has been successfully canceled on
  10/21/2023 10:38PM EST
  .
  
  Your credit card will not incur any additional charges as long as the account remains canceled. It's important to note, however, that any charges incurred up to this point are still your legal responsibility, as stated in our Terms of Use and displayed information on our website.
  
  Our accounting team had completed processing the refund for $39.95. 
  
  Thank you in advance for your time, and please let me know if you have any further questions.
  
  
  Sincerely, 
  
  
  Betty K. 
  ************************** 
  ************************** 
  (855) 335-9779
  
  
  
  

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/21/2023, I signed up for their 7-day free trial and downloaded one document on 4/24/2023. I cancelled the subscription on their site on 4/26/2023 and it was confirmed on their site that it was cancelled. I received no further communication from them. On 10/10/2023, when I realized they had been billing my card monthly for $39.95, I called to complain and they said they can only refund one month. I then emailed their support and they eventually offered to refund me for 2 of the 6 months they charged me for. They say they have no record of my cancellation, but I know I cancelled using their site. I also have proof (from their own document history page) that I never used their site after the day I cancelled the subscription. I'm requesting a full refund of the $239.70 that they charged me.

  

  Business Response

  Date: 10/10/2023

  Hello,

  To begin, I want to express my heartfelt apologies for any inconvenience you may have encountered in connection with your recent membership with us. Your feedback is of utmost importance to us.
  
  I would like to take this opportunity to provide clarification regarding your 7-day trial membership. This membership is designed to grant you unrestricted access to our extensive collection of personal and business legal forms, and it does automatically renew after the initial seven days. 
  
  To ensure transparency and to prevent any confusion, we have made it a point to prominently display our billing policy on both our pricing and checkout pages. We want to emphasize that our valued customers have the flexibility to cancel their memberships at any time, 24/7, either by accessing our online cancellation option or by reaching out to one of our dedicated Customer Service representatives via chat, phone, or email. I acknowledge your statement about the account cancellation, but our records do not reflect this, which is why you have been charged on a monthly basis since April.
  
  We regret to inform you that our system can only process refunds for up to three months. Please inform us if you are willing to accept a refund for this three-month period so that we can proceed promptly. We sincerely apologize for any inconvenience this may have caused you, and we hope that this resolution meets your expectations.
  
  Warm regards,
  
  Betty K. 
  ************************** 
  *******@legaltemplates.net 
  (855) 335-9779
  

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  That being said, I suggest Legal Templates LLC adjusts their subscription process to add a notification email to the customer when the 7-day trial period is over and the monthly billing cycles begin. This one simple communication would have prevented this episode from ever happening and would have given me ample time to remedy the issue with them. From the looks of all the other complaints, this additional communication would have helped a lot of other people, too.

• Initial Complaint

  Date:10/09/2023

  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.

  I signed up for legaltemplates on November 21, 2022 for $1, and thinking it would be a $39.95/year service if I failed to cancel the introductory offer. I used the service to create one document. I notice a charge of $39.95 on 9/2023 and realized I've been being charged every month since November 2022??!!! I have been charged $439.45 by the company! I called the company and spoke with Angel, who told me again and again that their policy is to not refund my money, and that it is my fault for not cancelling earlier. I explained that it was a mistake, and I'm happy to pay the 39.95 but not the rest. I asked to speak to a manager, but the manager was not available. I have explained my mistake in good faith and would appreciate my money back.

  

  Business Response

  Date: 10/10/2023

  Hello,

  Thank you for contacting Legal Templates.
  
  We have received your recent message. Unfortunately, the email address through which you contacted us  or provided is not associated with any of our accounts.
  
  
  
  To better assist you, please provide us with the email address you used when you registered your Legal Templates account.
  
  
  If you are currently on a paid account, please provide the last FOUR digits of the credit card used to purchase, along with the name of the cardholder so I can locate your account correctly.
  
  
  Feel free to contact me if you require further assistance.
  Sincerely, 
  
  
  Betty K. 
  ************************** 
  *******@legaltemplates.net 
  (855) 335-9779

• Initial Complaint

  Date:09/01/2023

  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.

  I was being charged for 31 months without any notice or communication from the company whatsoever after accidentally signing up for a free trial that I did not need. I apparently signed up for this trial in February of 2021, and have found absolutely no evidence that I ever used the service. Looking back through the site and my email, I never actually used the service to create any documents, and never downloaded anything. The only communication I received from the company was that I had signed up for the free trial, and the cancellation confirmation after the charges to my card came to my attention last week. It is a shared card and not one I frequently use, so it was easy to miss without communication, and I never received a single notification or email from the company notifying me about the subscription renewal, charges, or even the fact that I had access to the service. It was incredibly fraudulent, from the money charged to me without consent to the complete lack of services received in return.
  
  When I reached out to the company to ask for a refund due to the mistake and the illegality of being charged and auto-renewed without notice, I was met with condescending, rude, and frankly unsettling service from Cris, who was unable to point me to the policy that states why they would be unable to give me a refund, or why they would be allowed to charge me without any notice or communication. Hint, they aren’t! The shocking “customer service” was the final nail in the coffin to convince me that this company is running a scam, especially seeing how many others have experienced the same thing. I filed a report with the FTC and will be seeking repayment from my credit card company if the business will not refund. I’ve included my screenshots of the charges, all emails with the company, and proof of lack of activity on the site
  
  This site could not possibly be an honest business if this is how they are allowing things to run. It is shameful.

  

  Business Response

  Date: 09/01/2023

  Hello *****,
  
  We sincerely apologize for the inconvenience you have experienced with our service, and we deeply regret any frustration this situation may have caused you. We take your concerns seriously, and we appreciate you bringing them to our attention.
  
  First and foremost, we acknowledge the issues you've raised regarding the charges and the lack of communication regarding your subscription. We understand how important transparency and communication are in such matters. To ensure transparency and avoid any confusion, we have taken care to prominently display our billing policy on both the pricing and checkout pages. We want to emphasize that our valued customers retain the flexibility to cancel their memberships at any time, around the clock, by accessing our online cancellation option or by contacting one of our dedicated Customer Service representatives through chat, phone, or email. 
  
  Regarding the customer service interaction you had with Cris, we apologize for any negative experience you encountered. We take pride in providing excellent customer service, and we are committed to addressing this matter internally to ensure that such situations do not repeat themselves in the future.
  
  
  As a goodwill gesture, we will initiate a refund for the most recent three months' worth of charges. Kindly confirm your acceptance of the refund so that we can proceed accordingly.
  
  Your feedback is invaluable to us, and we take it as an opportunity to improve our services. Once again, we apologize for the inconvenience you have faced.
  
  
  Sincerely, 
  
  
  Betty K. 
  ************************** 
  ************************** 
  (855) 335-9779