Business Profile

Divorce Assistance

Online Divorce Service, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Online Divorce Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

29 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:08/09/2023
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 signed up for their service on July 28, 2023.I chose this company as opposed to other similar services because of their name hoping they are a local business familiar with the ******* legal system and their requirements. First of all I received a receipt for $139 yet my card was charged $ 188.I brought up the issue and they said the charge is in USD. Nowhere on their website is mentioned that. We expected a company named ******* online divorce to charge CAD. That was the first red flag. We went ahead and answered all the questions .When we received the filled forms there were lots of errors. What started as a simple joint application for uncontested divorce turned into a series of back and forth emails to correct those errors.They did correct two errors but there are still forms with the wrong information. At that point we were unsatisfied with the process so we asked for a refund.Their website claims a 100 % satisfaction guarantee or the money back if for any reason we are not satisfied. I received a very long and legally correct response where they declined the refund saying that they only offer refunds if the documents are rejected by courts.In Ontario it can last up to 6 months to receive the divorce papers and the fee is $699 plus other legal fees.At that point we would not even be able to get a refund since they require a $39 monthly membership fee.We cannot use all the forms the way they are filled as some forms don't even reflect the answers we provided and we can't take the chance. We want to be able to write a ****** review and share this experience so other potential clients are aware of their false claims but we can't even do that on ******.
Business Response
Date: 08/24/2023
We explained to this customer that the forms are written in accordance with the court guidelines. We invited them to seek legal advice if they needed help understanding the verbiage and logic of the forms. We are happy to make any manual changes to the forms, as specifically requested by the customer.

We often assist customers in *******, ******, and they successfully file and finalize their divorce without any issues.
Customer Answer
Date: 08/25/2023
I have not yet received a refund.The company would only issue a partial refund if I show proof that I did not use their papers in court.
I had to cancel my subscription otherwise I would be automatically charged for another month.
There is still the outstanding issue of being able to write a ****** review. There is no rating review option on ****** yet their website lists tons of positive reviews which I believe were fabricated.
Business Response
Date: 09/22/2023
We have been in contact with this customer regarding their refund request. We believe this has been resolved and invite this customer and all of our customers to reach out to us with their questions and concerns. We are happy to work with them directly.
Customer Answer
Date: 09/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I was issued a partial refund.

Sincerely,

*****************************
Initial Complaint
Date:08/02/2023
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 contacted them and filled everything out my self and canceled in less then 24 hours saying I dont need them to do anything their ****** is for processing everything but the refund policy says no refund so it contradicts as they did nothing I want my refund
Business Response
Date: 08/09/2023
We contacted this customer and explained our company policy; when post-purchase services, such as the questionnaire, are utilized, the case is ineligible for a refund. We provide significant services beyond the generation of forms. For example, we provide answers to common questions, filing instructions, and customer care provided during the process of using our site.
Because this customer utilized our post-purchase ***********************, they are not eligible for a full refund.
Initial Complaint
Date:07/18/2023
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 paid 592 56 for them to fill out divorce forms and send to my husband. Nothings been filed also ****** money order for filling fee to county clerk. We reconcile and ask for refund and they said no refund. I like to know where my 450 00 money order is as well. They aren't responding and closed my account have no access to anything now
Business Response
Date: 07/21/2023
There was some misunderstanding, so we explained to this customer our *********************** and what had been done regarding their case. We also explained that their $450 money order (court filing fee) was mailed to the court. We believe we have resolved this matter and invite them to contact us directly should they have any questions.
Customer Answer
Date: 07/22/2023

Complaint: 20337103

I am rejecting this response because: I feel that the monthly charges for ***** shouldn't be charged if they aren't working on my case. The Money order I've never recived a recipet for ****** from the courts or paperwork showing it was filed.

Sincerely,

*****************************
Business Response
Date: 08/08/2023
We emailed this customer a copy of the court receipt and their filed documents and mailed them the hard copies; we provided them with the **** tracking number. We also informed them the monthly subscription fee was canceled last month.
Initial Complaint
Date:05/23/2023
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.
This business that I gave a lot of money to keeps making excuses not to do the job and finish the job! I get excuses and resistance every step of the way! Every email and phone call is how they dont do this and that! When I initially called they were bragging about how they can get it done quickly and easily! Its been nothing but that, its been the most frustrating and painful and horrible experience Ive ever had!
Business Response
Date: 05/31/2023
We called and spoke to this customer. We explained the Platinum process and told him what we were waiting for before we could proceed with the next step of their Platinum service. The customer said he understood. We will continue working with him and invite him to contact us directly if he needs further assistance.
Customer Answer
Date: 07/27/2023
They refuse to do the job Ive paid hundreds of dollars for them to do! When I called I received rude, unprofessional and disrespectful comments and customer **********************! This company is all about promising you the world and taking your money and then not delivering it!
Customer Answer
Date: 08/07/2023
They have not done anything what are you people waiting for! I could do a better job than you people!
Customer Answer
Date: 08/16/2023
This place doesnt even know what year it is on legal forms were more than halfway through 2023 and they put down ************************************** to pay for the new forms to go out because of their mistake. I seriously dont know how this place is in business. They have no idea what they are doing to not be able to catch what year it is on legal forms its just an atrocious! All this place does is give you the runaround. They promised the world in the beginning before you pay and then after you pay you get zero customer **********************. All you get is emails saying they were going to do something but they never call you back. They never do anything they just email and give you the runaround.
Business Response
Date: 08/18/2023
We did make a (human) error and corrected it immediately after it was brought to our attention. The customer was not charged any additional fees for our mistake. We will continue their Platinum Service and assist them accordingly.
Customer Answer
Date: 08/28/2023

Complaint: 20094190

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:05/12/2023
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 ordered this service on 5/10/23. I paid full price, but my wife had a special on her account for 50% off that I didn't know about. So I sent a request to get a 50% refund since I could have just used her account. I get a call on 5/11/23. The support agent said they could refund me $50 dollars and couldn't refund the full amount or give me 50%. Mind you I never submitted my paperwork. I just filled out questions and then asked for a parital refund before submitting my reponses. The agent made it seem like ok you get 50 dollars off and can proceed with the paperwork. But no! They turned off access to account. So full price is $140 dollars they gave me a refund of 50. So I am paying $90 dollars for nothing, I no longer have access to account the website just wants me to pay another $140 dollars. So I contact support again. And they said its their policy to not refund full amount because i was able to access the website for a brief time. Which mind you was like 12 hrs. They are big false adversiting also when the website says full 30 day money back guarantee. Well that isn't true if they won't refund me my full amount.
Business Response
Date: 05/16/2023
We contacted this customer and resolved this directly with them. We apologize for the miscommunication regarding access to their account. Customers who redeem promotional discounts will still have access to their account and may fully utilize our services.
Initial Complaint
Date:05/01/2023
Type:Service or Repair 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'm very concerned and freaking out that I gave this company very sensitive material. SS numbers, including our children's. They literally have all our information. Upon paying final payment I was told I would receive documents in 2 days. I contacted 5 days later, and they said a few more days. It's been 15 days now and I contacted again and they said the same thing again. My gut is sick and telling me this website is a scam!!! PLEASE do something about this!
Business Response
Date: 05/02/2023
We cannot find an account using the provided name, address, phone number, or email address. We need this information to review their account history and to assist them.
Customer Answer
Date: 05/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:04/21/2023
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 began the online filing under the idea that it was 125 for filing. I dont think I completed half of the questions initially. A few hours later I was checking my bank statement (for separate reasons) and noticed not only the 125 billing but an additional 299 charge. After going back I found they had automatically charged me for answering yes to not knowing where my spouse was. I emailed them stating I wanted a refund and will go elsewhere as that charge wasnt even brought up with me (I thought you had to authorize individual charges and that companies cant automatically charge you without your consent) and made me feel that the company was not trustworthy. I sent the email only a few hours after beginning the whole process. They got back to me two days later stating that they would only refund half of the initial 125 fee because I began answering questions. I stated that had they been upfront that some of those questions drastically change the filing cost, I would not have began the process. Essentially they are charging 72$ for a quote on how much it will cost. I understand retaining the fee if someone changes their mind after filing, but I hadnt even fully answered all their online questions to begin with. They charged me for a service they never delivered. I will have to wait and see if I even get the partial reimbursement they said they would.
Business Response
Date: 04/27/2023
We contacted this customer and resolved this matter directly with them.
To clarify, our services do not include paying court fees. The customer is responsible for paying the filing fee and other court costs.
Customer Answer
Date: 05/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:03/31/2023
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 was looking to get my divorce paperwork filled out by this company they provided a pre qualification questionnaire in which they asked if I knew the whereabouts of my spouse. I told them I did not and they said it was fine they could still provide me with services. I paid $139 to have them fill out my paperwork for me. They then told me they could not help me due to me not knowing where my spouse was. I asked for a refund as they lied and told me they could provide me with services they knew ahead of time that they couldnt. They refused to pay at back more than $49.00 due to policy. I understand policy but I feel as if I was scammed into paying for this service as I was truthful about not knowing where my spouse was and they took my money anyway knowing they could not help me. I never would have paid for this if they were upfront and honest with me from the start.
Business Response
Date: 04/05/2023
After reviewing this customer's account history, we reached out to them via phone and email, and we believe we have resolved this matter. Should they need further assistance, we invite them to reach out to us directly.
Customer Answer
Date: 04/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

****************************************************
Initial Complaint
Date:03/16/2023
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.
Paid the amount of $139 on 2/17/2023 for services and activation fee. Just shortly after I started their questionnaire my spouse changed his mind and decided he did not want to give me personal information for a site he knew nothing about. I contacted the site asking what I needed to do and all I got back was an unhelpful response saying their service is for spouses in total agreement and if we were not in agreement then they could not offer me services. My spouse decided he was not comfortable using this site and contacted a lawyer instead. I requested a refund and was contacted twice while at work and couldn't answer the phone. I contacted them twice back. First time they hung up on me while I was in mid sentence and the second time someone finally talked to me. I told them I wanted the refund and they said that they could only give me half back because I answered half the questions. I told them that was unacceptable since I never actually got services rendered from them and that when I did reach out to them they basically brushed me off and did not provide me with help or services still. They said they would talk to the refund department about a full refund and that the refund department would send me a message that day(3/14/1023) about the refund and if they would give me the full amount back minus activation fee. I never got a response back from them in email or by phone. Their website also does not say that they will only partially refund you if you start the questionnaire. It says full refund if you are unsatisfied with their services. I'm absolutely unsatisfied with this company. My spouse was correct not to trust them as they have proven to be extremely shady, unhelpful and untrustworthy. I want my refund including the activation fee considering they wouldn't even help me when I contacted them about my problem in the first place. I want all my information removed from their site as well.
Business Response
Date: 03/22/2023
We have called multiple times but have not been able to talk to this customer. We followed up with emails, but they have not responded. Because this customer accessed our post-purchase ***********************, they are not eligible for a full refund.

Our refund policy can be found here: **************************************************************************

Here is a quote from our policy
What it doesn't cover:
We provide significant services beyond the generation of your divorce forms. Answers to common questions, filing instructions, and customer care provided during the process of using our site are just some of the valuable services we provide. For this reason, we unfortunately cannot ***** a refund in cases where a customer has accessed our post-purchase ***********************, including our post-purchase questionnaires, forms, instructions, and customer care center, unless theres a flaw in our underlying documents. If you have not accessed our post-purchase services, however, you can request a refund within 30 days of purchase.

We invite this customer to please respond to our emails so we can discuss this directly with them.
Initial Complaint
Date:02/09/2023
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 hired this company to assist with filling out and processing my divorce. After several attempts to get a status on the delivery of the documents to my ex-wife I was constantly told that it was mailed out later to find out that the documents never left the shipping department. I canceled my membership and requested that they return the money order that I had provided them for the filing fee to the court for my case. I was told that it would be returned back to me and my address was confirmed. It has now been two months since the money order was to be returned and it still has not been mailed back to me. I have made several calls to their customer support team and have spoken to several reps and supervisor and still I keep getting the run around that it is in their shipping department now for two months and still has not been mailed out. I have had to spend additional money to file for my divorce since now it has been 8 months since I started the process with this company and due to their inability to perform the job they promised to perform I had to take money out of my personal spending account to file for my divorce myself.
Business Response
Date: 02/21/2023
This customer decided they wanted to file their case independently and requested we mail their documents to them.
We contacted the customer to let them know that all of their documents, including their cashier's check, were mailed to them. We provided the **** tracking, showing it was delivered on February 13, 2023. We invite the customer to contact us directly if they have any questions. We are happy to help.

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Online Divorce Service, LLC is NOT a BBB Accredited Business.