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:03/13/2024

  Type:Product 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 subscribed to Filevine for my small law firm. More than half of the services promised were unreliable or simply did not work, like Fax, saving to Docs, and Vinesign (electronic signature service). I advised them that I wanted to cancel services several times and they refused. I advised I did not want to pay their bill. They charged my card anyway.

• Initial Complaint

  Date:11/07/2023

  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.

  We were sold a service a year ago. The process began more than a year ago. When finalizing the contract a little under a year ago, we were told that nearly everything that was represented in the sales process was completely a bait and switch and fraudulent.Company refused to refund our money and cancel the contract despite that fact that NO service had been provided whatsoever outside of an initial onboarding consultation in which it became very apparent that what we were promised and what the company was interested in delivering did not come close to matching.They have now sent an invoice of over $16,000 for an alleged "renewal" for a service that has not been provided.

  Business Response

  Date: 11/13/2023

  We at Filevine understand the frustration of this customer and regret that they feel misled and unsatisfied with their purchase from us. Providing excellent customer service and maintaining trust is our top priority. Filevine has been engaged with this customer regarding the matter since February. Unfortunately, the Customer has not responded to emails and requests for additional information.
  
  The customer alleges our sales calls contained intentional "bait and switch" misrepresentations. However, based on our review of the records, we found:
  
  - The customer purchased a particular implementation package. The terms and conditions of that package were clearly outlined in the contract.
  - The customer allegedly felt that the purchased implementation did not meet expectations.
  - Upon learning that the customer wanted services beyond the scope of the package actually purchased, Filevine offered to cover an expanded implementation, up to $8,000.This offer was rejected by the customer.
  - The customer has requested the cancellation of their contract with Filevine citing an alleged misrepresentation by Filevine.
  - Per Filevines policy, we asked the customer for additional information, so as to appropriately investigate the matter. The customer never responded to this request. 
  - The customer signed a multi-year deal with ********************** and the new invoice referenced in the customers statement was for the second year of the customers three-year contract. 
  - The customer has also alleged that no services have been provided whatsoever. This is simply not true. A simple review shows that the customer has an active login to its account. 
  
  Our offer to cover an expanded implementation still stands. However, we remain open to working with the customer to identify a reasonable resolution. 
  
  We look forward to resolving this matter promptly. Thank you for taking the time to contact us.
  
  

  Customer Answer

  Date: 11/20/2023

  Our company was marketed and sold a package that included a data migration and implementation package.

  Upon signing and paying, a meeting with the implementation team was set up, in which we very quickly learned that what we were promised was not what we were getting, and the expectation that we would migrate all of our data, and setup all customizations in their system with little to no training would be required. Numerous terms of art describing things like "spring implementation" were utilized without accurate detail, and with wide differentiation between what was promised to us on the sales side of the process.

  We immediately expressed our disinterest in this, and our desire to withdraw the contract, receive a refund, and just move on. No work had been done, the only part of the contract satisfied at this point was our payment.

  We continued to get the run around about this, and asked numerous times to get the alleged recordings of the sales process. The company offered, as noted above, to provide more service, but at that time we were so discourage at the ethics of the company that we didn't want to deal with them any more and continue down this path to see how they would potentially continue to let us down.

  There were numerous other promises about the way that their service would allegedly work for our firm that we didn't even have the ability to test and determine if there would be more broken promises down the road.

  We very much feel that this entire situation falls firmly under **** Code 13-11-4. This act allows for and in fact requires notification of the ability for a purchaser to rescind a contract in a short period of time following delivery.

  We provided such notice of our desire to rescind the contract immediately after learning of the differences in what was sold versus what was intended to be, but never actually delivered.

  Additionally, subsection 3 of this code requires their contract include the notice of our right to rescind the contract as a result of such discrepancies, which it does not appear to, and thus violates this act yet again.

  
  

  I cannot fathom how this continues to be an issue, now about a year after our check has cleared and absolutely nothing of substance or value has been provided in exchange for nearly $20,000 in payment, aside from a "renewal invoice" for another nearly $17,000!

  
  

  I cannot imagine how a business who caters to professionals can continue to act like this, but reading from their other BBB reviews, I suppose it does make sense.

  Regardless of the outcome of this dispute process, we will also be reporting this to the **** Attorney General Consumer Protection Division.

  
  

  Best,

  
  

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

  Business Response

  Date: 11/21/2023

  We apologize for any breakdown in communication that led to this customers unmet expectations. This is simply unfortunate. 
  

  However, we dispute the foregoing allegations. The customers follow-up contains what are either errors in documentation or blatantly incorrect information.

  As noted previously, we have made numerous attempts to communicate with the customer privately, in an effort to discuss a possible resolution. As early as last week, we initiated another attempt to communicate with the customer.  The customer was invited to join a call at their convenience to talk through solutions.  The customer initially agreed to a call but was subsequently unresponsive to scheduling efforts.  Sadly, the customer has elected to pursue the matter in an open forum.
  

  We remain committed to resolving this matter to the customers satisfaction through direct dialogue. We welcome the chance to meet by phone or via video conference, to come to a mutually acceptable resolution.
  

  
  

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20837159
  
  I am rejecting this response because:

  This lack of ability to address the actual issues here only elevate our lack of desire to move forward doing business with a company that presents in this manor.

  They are impossible to work with, and ignore the legal citations provided that allow us to exit this contract with a refund as requested from the very beginning of our learning of this deceptive sales situation.

  All we are seeking at this point is a refund and to move on.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/28/2023

  We are reaching out again to attempt to resolve this dispute. We vehemently deny any wrongdoing with respect to the cited statutes. Filevine is the preeminent provider of legal software to firms such as yours. We stand by our product and what it represents to the thousands of customers who use itand in many cases, live inside itevery day. We do not offer refunds, and all disputes arising out of or related to the agreement are to be settled by arbitration in **************. However, Filevines previous offers are still on the table. We would like to continue to work with your firm.In the event we cannot reconcile, we will move forward with turning remaining amounts owed over to a collections agency.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20837159
  
  I am rejecting this response because:

  Referencing the Statute, there is a requirement that the following language be present in the contract, which it was not:

   

  (m) except as provided in Subsection (3)(b), fails to furnish a notice meeting the requirements of Subsection (3)(a) of the purchaser's right to cancel a direct solicitation sale within three business days of the time of purchase if:
  (i) the sale is made other than at the supplier's established place of business pursuant to the supplier's personal contact, whether through mail, electronic mail, facsimile transmission, telephone, or any other form of direct solicitation; and
  (ii) the sale price exceeds $25;

  (3) (a) The notice required by Subsection (2)(m) shall:
  (i) be a conspicuous statement written in dark bold with at least 12-point type on the first page of the purchase documentation; and
  (ii) read as follows: "YOU, THE ****** MAY CANCEL THIS CONTRACT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY (or time period reflecting the supplier's cancellation policy but not less than three business days) AFTER THE DATE OF THE TRANSACTION OR RECEIPT OF THE PRODUCT, WHICHEVER IS LATER."

   

  additionally, we feel this section additionally applies:

  Without limiting the scope of Subsection (1), a supplier commits a deceptive act or practice if the supplier knowingly or intentionally:
  (a) indicates that the subject of a consumer transaction has sponsorship, approval, performance characteristics, accessories, uses, or benefits, if it has not;
  (b) indicates that the subject of a consumer transaction is of a particular standard, quality, grade, style, or model, if it is not;

   

  At this time have filed a complaint with the consumer protection division of the Attorney General in ****.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Filevine markets itself as case management software for law firms and advertised it’s website that “ it is the complete solution that's customized for your team” and “ Filevine is a legal case management software customized to your needs” During the sales process I was promised by Filevine employees that “ Our software was built specifically for personal injury attorneys”, I paid this company over $30,000 and did NOT get a case management software that was usable. They now are threatening to send me to collections over a three year contract when I do not even have a product to use. They expect me to learn to program their shell of a software when their website and sales team promised me a product that would be customized for my team. This in my opinion is fraud.