Complaints

This profile includes complaints for OnlineDivorce.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  OnlineDivorce.com

  Seattle, WA 98154-1101

• 

  OnlineDivorce.com

  416 W San Ysirdro Blvd Ste L PMB #630 San Ysirdro, CA 92173

• 

  OnlineDivorce.com

  8 The Grn Ste A #7129 Dover, DE 19901-3618

• 

  CompleteCase Online Divorce

  2317 3rd Ave N STE 200 Birmingham, AL 35203-3867

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:08/31/2022

  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 initially contacted online divorce in march to start the divorce process, they said i needed the premium service in order to get progress updates and email support from them throughout the process. It was a 30 day *** process with an uncontested and having no children divorce. They were answering my ?s etc in the beginning. Here we are in almost september And im STILL married. And they are refusing to even answer me when i email or call. *** spent 400$ at the very least on this divorce for the the premium subscription (scam) and the online support. They are refusing to let me cancel and are not honoring their money back guarantee, i feel like theyve stolen from me in an already terribly awful situation.

  Business Response

  Date: 09/09/2022

  The delays that have occurred are not due to negligence on our part. We explained this to the customer and provided them with a timeline of events. We also explained the next steps in our Platinum process. They understand and thanked us for our help. 
  
  We invite the customer to reach out to us directly if they have any questions or need further assistance. We believe we have resolved this matter.

  Customer Answer

  Date: 09/09/2022

   
  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:08/16/2022

  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.

  On approximately Jan 24th 2022 I contacted OnlineDivorce.com to help me file for a divorce. This is.... (was) a very contested divorce between my wife and I. 8 months later, not so much anymore. Once I spoke with OnlineDivorce.com, The pricing they provided online was correct if you just want to talk to them. After I paid that amount, I am now being told to actually file for the divorce and do all the paperwork, cost extra. Then I am being told that if I want them to send it to my wife to sign, that's an extra charge. Next, you guessed it, more money. I had to pay extra for them to file it for me. I still don't really have an issue, but I wish they would have been more up front about the charge it is going to take. I paid and waited until I got an email with the documents to sign. Once you have your initial conversation on the phone and pay the money, they are gone. Its now up to you the customer to do the majority of the work. I paid approximately ******** to this company and here it is August 16th, 2022 and still no divorce. Myself and my wife have sign and sent back the documents to be filed in court 4 times now, and will soon be number 5 if I am actually dumb enough to do this all over again. Each time I send them the documents, they come up with something I did wrong. Some of it was my fault and take full responsibility over it, but getting them to actually help you is not going to happen. Their way of helping is these words, "please re-print, sign and send back to us. Each time costing more and more money. Oh, and as soon as you give them your credit card, be advised that there is a *****, 35.00/month fee that I had no clue about. I had to call my bank and tell them to de-activate my card to get them from charging me more. The reason why I used this company is because their website says 100% money back guarantee. Yeah good luck with that one, I have tried that too. Nothing. Once you request a supervisor, you get sent to a voicemail and never get a call back.

  Business Response

  Date: 08/22/2022

  We called and talked to this customer on the phone. We updated him on the information we have and explained what we need from him. We worked with him and we will be able to proceed with his ***************** We will continue to work with him and help him through the process. If he has questions or needs further assistance, we will gladly continue to help him. 

  Customer Answer

  Date: 08/22/2022

   
  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,
  
  Sellers ***********************

• Initial Complaint

  Date:08/15/2022

  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.

  OnlineDivorce.com is not fulfilling its obligation for the Platinum package. They made a mistake on my forms, which I cannot change. I went through the "edit answers", but there was no way to edit the problems I had.. Only the document preparer could fix this issue. I had already done the "edit answers" previously, so I knew not to click "edit answers" again since there was no way I could edit them. After battling with their horrendous customer service representatives, I finally went through the Contact Us option and send my email with my issues on Aug. 7. No one responded until Aug. 12 (which was a Friday, so there was no way to do anything until Monday). I have not had a response yet, and it is nearing close of day.Their Refund Policy link goes to a page of policies, but none of them are ******************************** reps need to be fired. After speaking to many of them, one of them went into my profile and changed my phone number. I figured it out when I called and they said my number wasn't on file. After doing this three times, I pulled up my profile and saw the change. I changed it back, and the rep said I could talk to her.I need to get my Divorce papers filed. I cannot wait as they deliberately wait, so we have to add the additional month of service---$49. We should not take a whole month.

  Business Response

  Date: 08/19/2022

  We are sorry for the frustrations this customer experienced. We did try to assist them and we know they are upset due to time delays. We tried to make things right and we hope our resolution meets their satisfaction. 

• Initial Complaint

  Date:08/09/2022

  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.

  I started using online divorce.com in Feb of 2021 to file for divorce. I was told the process would be quick and easy. It is now August of 2022 and they still have yet to file correct initial papers. I did have one delay on my end with a notary using expired stamps, but other than that every delay has been on their part. Every time I send in paperwork they "review it" for 4-6 weeks, tell me it all looks good, then file it. Upon filing every time there seems to be a small error in the papers that should have been easily caught. Some of the missing information was items that I have no access to, since it is on behalf of onlinedivorce.com. Every time we go through this same process it wastes another 2+ months of resigning and reviewing paperwork and I'm fed up with the incompetence of this company. It has been 18 months of following their directions and paying for their premium service and they still have yet to make an ounce of progress on this simple, no-fault divorce.

  Business Response

  Date: 08/16/2022

  We are sorry for the frustrations this customer experienced. We were able to talk to them on the phone. The **************** was started in October 2021. There were some issues (for example, forms not properly filled out by the respondent) that prevented us from being able to move forward in a timely manner. We worked with this customer and we came to a fair resolution, and we believe the customer is satisfied. Should this customer need further assistance, we invite them to reach out to us directly. We are more than happy to assist them. 

• Initial Complaint

  Date:08/06/2022

  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 set up and account with onlinedivorce.com to get help filing for divorce from my spouse in March 2022. I have never received any paperwork or anything else from this company, but they have charged me for the service every month without sending me any papers. I waited and waited to hear something and have now had to hire a lawyer locally to get this done. I would like the $39.95 that they charged per month returned. Thank you, ***********************

  Business Response

  Date: 08/15/2022

  We have reached out to this customer 3 times, via email, and they have not responded. We explained, in detail, the steps they need to take, to confirm their shipping address. Once this is done, we can mail them their forms. If the customer would like further assistance, we invite them to please respond to our emails. We are happy to help!

• Initial Complaint

  Date:08/03/2022

  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.

  I filed for divorce with this company almost 6 months ago and they have been s******* up the entire thing since day one, they've charged me close to $1000 and its still not done, ive caught them multiple times just sitting on the documents without doing anything or even telling me, i caught them sitting on them for 3 weeks at one point ( this happened 3 times) they put the wrong address multiple times and when i finally yelled at them over the phone they mailed them to my old address i made sure i fixed multiple times with them and now they are saying since they already mailed them (even though its not even an address either of us is at) that i will have to pay even more to have them resent but they still havent fixed the address i need them sent to. I called demanding a refund because its ridiculous and they say they dont have a supervisor and that they'll call me back in 24hrs but they never do i always have to call them. I spent this much money and this much time and havent even gotten the divorce done. It was supposed to be fast stress free and easy according to them but its been exactly the opposite of all of that. Below you will see time stamps and i have more emails. They claim to have call records of all our calls that will 100% prove my claims. They specifically told me this morning they would look at their call records and notes to "see whats going on" so i know for a fact the records exist.

  Business Response

  Date: 08/09/2022

  We have called and emailed this customer. We explained that we can only mail documents to the confirmed address on file. There was an issue with the customer being able to save their updated address, which is why the documents were sent to the incorrect address. We helped the customer correctly update their address. We also worked with the customer on a fair resolution and we believed we have resolved this to their satisfaction. 

   

   

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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.

  My now ex husband went to this vendor seeking assistance with filing divorce paperwork. He paid and was expecting assistance with filing / printing / providing paperwork for the filing of divorce from me.After the initial submission of information, no contact was ever made again from online divorce.com when it was made apparent that paperwork would be provided to both parties in a timely fashion. It took so long, that we went another route to file our divorce paperwork. Only after fraud alerts and documenting the inability for the service provider to fulfill their obligation did we receive a single envelope when two sets were supposed to be provided.

  Business Response

  Date: 07/28/2022

  We have been working with this customer and we have come to a fair resolution. We are still waiting for one piece of information from the customer. Once we receive it, we will proceed with our agreement. We invite the customer to reach out to us directly if further assistance is needed. 

• Initial Complaint

  Date:07/13/2022

  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.

  I started the divorce process with online divorce on April 14, 2022. At this time I was told by *************************** that I could sign up for the platinum package that was $269. This package would include the company doing all of the filing for me and said that in the state of ******** it takes about 60 days to be finalized. On May 11, I received my papers in the mail, I reached out to ***** and asked pointed and directed questions about what I needed to do to have my spouse sign the papers at the same time to cut back on the amount of time it would take to then serve her the papers and wait for her to send them back as well. The following is ******* response, "No you do not sign the same side of forms that is for the filing party only that you received in the mail. If you want your spouse to sign forms you can print out a new set and send them back together." I then said "Okay, so I should just reprint a second copy of the forms and the marital agreement for my spouse to sign and can send them both back together?" and ******* response was "YES". So that is exactly what I did. After about a month later not hearing anything, I reached out to figure out the status. It took about 2 weeks to have someone figure out what the hold up was. On June 8th I was told, "Your forms were received by our caseworker on 05/19/22.The estimated timeframe for reviewing your forms and mailing them out to court is between 5 and 15 business days. We are experiencing a small delay at the moment but we do our best to send out the forms as soon as possible". Time went on and I heard nothing again, I reached out again. On June 23rd, I finally got an answer with a picture of my form I sent back that did not have my spouses signature on it BECAUSE they clearly told me to have her sign on her own printed out copy. At this point I reached out to them and expressed that I am extremely irritated because I paid for the platinum package and was given WRONG information and the promised a timeframe.

  Business Response

  Date: 07/21/2022

  We were able to talk to this customer on the phone and discuss their situation. We came to a resolution and we believe this has been resolved to their satisfaction. If they have questions or concerns, we invite them to please respond to the email we sent to them.

• Initial Complaint

  Date:07/11/2022

  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.

  On June 17, 2022 I paid this company the total price for its platinum services which included filing and sending all divorce documents to court system to do our non contested divorce. Received documents via email and have been told numerous times when calling that all documents have been sent to appropriate department and would be mailed out with return label within 1-2 business days. Was told that it normally takes **** business days. Well, we are now at July 11, 2022 an on day 14 and still NO DOCUMENTS. I have called AND emailed their customer service department many times since June 17 and am given the exact same, scripted response without receiving my documents. I am extremely frustrated with this company and feel as though I am being given the runaround and that this company a scam. I am already beyond the point of requesting a full refund. I WANT THIS COMPANY TO DO AS THEY ADVERTISED and send me the documents to be signed and finish my divorce.

  Business Response

  Date: 07/18/2022

  We have reached out to this customer and we provided them with an update on their account and ***************** We invite them to respond to our emails if they have any questions or concerns. We are happy to assist them and we will continue to help them through the platinum process. 

  Customer Answer

  Date: 07/19/2022

   
  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:07/07/2022

  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.

  I had OnlineDivorce.com prepare my divorce papers, the court send some documents back for correction, l called today July 7, 2022 and spoke with a customer service person and told them l need corrections, they said send the court letter by email which l did, they told me they would have them call me back, l never received a call back and need get these corrected to get back to the court. I am asking the BBB to help with this matter in someone to call me to get these forms redone correctly. I paid to have these documents prepared. Thank You.

  Business Response

  Date: 07/08/2022

  We contacted this customer within 24 hours of when they emailed us. We emailed them and spoke to them on the phone. We let the customer know how to remedy the issues they were having with their forms. We also provided them with a resolution. We invite the customer to reach out to us directly if they have further questions. We are happy to help.