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:10/04/2024

  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.

  On Friday, May 31, 2024 I called ******** D. ****** and followed up via text to inquire about her company's process server services. She texted me the following info:The fee to file it for you is $45 The fee to serve it for you is $75 The filing fee is $102.50 Plus card processing fee $2.50 I inquired about the form that needed to be completed (Detainer warrant) and the website where found. She offered to complete the form for me and told me how I could pay via ****** invoice. I gave her the info she needed. On June 3rd I contacted her and told her that I wanted her to hold off on filing the warrant because I was trying to work with the tenant to determine if she would pay and stay, move out on her own, or need to be evicted. We also spoke by phone and agreed with this course of action. I also told her that I would let her keep the $225 until I was certain about needing to secure her services or not. On August 2nd I contacted ******** to inform her that the tenant had moved and I requested a refund. On August 8th she refunded me $100. When I asked where the $125 balance was, she said she was not refunding it. When I inquired why, she said it was her fee for counseling. She said she had spoken to me 3 or 4 times so this was why she was keeping my money. Meanwhile, counseling was not mentioned on the invoice as a service I was being charged for or paying for when I initially inquired about her services.

  Business Response

  Date: 10/18/2024

  This Client was in constant communication with HOCS for over a 2 month period of time. She requested service one month and called and received consultation, advice and instructions of  the process and procedure of her service request. It clearly states on invoice our policy, terms and conditions on her invoice which she should have a full copy of. 1 is we do require prepayment for all services. 2 if you cancel your request HOCS has a right to decide the percentage of your refund. At her request she paused and put the service request on hold for 2 whole months and ask that I hold the fees to see if she needed to wait  to proceed or not. AT HER Request she stated hold all the funds which at this point the full refund was not an option.   So 2 months later she didn't need the service anymore, she was only due back the court filling fee which was gladly refunded to her per her refund request 2 months later.  two months later she request fee for service that she does not qualify for. Had she still needed the request 2 months later HOCS would have completed it as a courtesy and would have had every right to charge her for any service fees due to our terms and conditions. We don't hold fees nor do we pause service request. I gladly refunded her all fess that were to be paid to a third party.