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

• 

  CompleteCase Online Divorce

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

• 

  CompleteCase Online Divorce

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

• 

  CompleteCase Online Divorce

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

• 

  OnlineDivorce.com

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

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:01/07/2025

  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.

  On December 17, 2024, I tried to get some divorce papers from onlinedivorce.com. I answered all the questions, paid the $199 to file, then received a notice that I had to call them. So I call and am being pressured to pay an additional $399 so they can handle everything. I said no, I just want my forms. So I get my forms, I go to the clerks website to check on their hours and they have the forms available for free. The $199 is for what? I'm not sure. I go back and look and it says they have 100% money back guarantee. So I email to request a refund because they didn't do anything, and I was told I couldn't request it after they generated the forms. Again, the forms that I can get right from the clerks website. Obviously, I didn't know that at the time or I would have just filled them out from the website instead of answering questions to fill them out on the website. I just want to let everyone know this is a scam - from your website it seems these are popping up everywhere. Please just tell everyone to check their county website first and don't use these scammers!!

  Business Response

  Date: 01/22/2025

  We do not sell divorce forms. We provide a self-help service where customers can use our website to complete a questionnaire. Then, their forms are generated by software based on their answers. Customers who utilize our post-purchase services are not eligible for a refund.
  Our refund policy can be found here: ********************************************
  

• Initial Complaint

  Date:12/18/2024

  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.

  I paid for the platinum service and did not receive any updates on my case filing. They attempted to extort money from me by telling me that I need to reactivate a monthly membership. I should not need to pay an ongoing monthly subsvription if I already paid for the hassle-free platinum service.

  Business Response

  Date: 12/24/2024

  We do have a monthly subscription fee that must be current to receive customer support and account access. There have been several issues we have reached out to this customer regarding how they completed their forms. Their case cannot be successfully filed until they have been fixed. We have emailed this customer multiple times regarding these matters. Once they are fixed, their case can be filed.
  We invite this customer to respond to our emails if they have questions. We are happy to help. 
  

• Initial Complaint

  Date:11/11/2024

  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 have tried to request a refund 6 hours after purchasing because a man named **** called me and said I will be charged 399$ and then hung up and he phone. His contact number is unavailable and I was scammed. They are very responsive to get your money then once they receive it theyre all ghosts. Refund policy isnt honored

  Business Response

  Date: 11/27/2024

  We have resolved this matter directly with the customer. 

• Initial Complaint

  Date:11/06/2024

  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.

  On 8/19/24 I began the purchase of a complete divorce package guaranteed as long as it is uncontested. This purchase was through Onlinedivorce.com I explained to the representative (I think **** was his name) that the man I married took off after he realized I wasnt going to pay all his debts. I have a P.O. Box for the spouse and he would be waiting for the forms to sign with no problem because he had not settled with a physical address. I was assured this was no issue that in fact for just a little more they could serve him since I have his work address. So I purchased the premiere pkg. This co has kept me in a circle of resubmission of the same forms for months and has not mailed or served anything!! I have ask for a refund twice, the first time they said ok BUT that they had it all done THIS time and just ready to ship. It did not!! NOW they say its too late for a refund!! I still have no forms mailed out they want me to confirm shipping AGAIN but they lock the account and ea time I have to pay ***** to hit that button!!! SCAM PLEASE help me.. I am so hurt that I have let all these people take advantage of me.

  Business Response

  Date: 11/13/2024

  Since August 2024, we have made multiple attempts to help this customer. Those attempts were efforts to ensure they don't file forms with inaccurate or missing information. We have also been in contact with them recently regarding this BBB complaint. We will continue to work with them and invite them to respond to our emails. 
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22521720
  
  I am rejecting this response because:

  The only time the company has had any communication with me is when I have chat, emailed and called them. Each time it is a guessing game did you complete the form yes. They lock the account and you have to pay more. When I asked repeatedly for an email from them I stayed on the phone until I finally received an email the phone conversation was completely distorted by his head set. I ask him to call me back from a line that worked. That never happened. NOW I  am asking for my money back and they refuse! They wont review the phone calls or chats I have made to this company in efforts to process the forms then to also just get refunded so I can hire a legitimate lawyer to take care of my divorce.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/27/2024

  We have made multiple attempts to help this customer to ensure their forms do not reflect inaccurate or missing information. We have called them and emailed them. We are happy to continue helping them and invite them to respond to our last email. 

• Initial Complaint

  Date:10/28/2024

  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.

  My spouse and I were charged twice and asked to pay even more money for a subscription.On Sep 30, I was charged $199 to process our divorce which included drawing up the papers for us to file (see picture receipt).On Oct 3, we were charged an additional $399 for their platinum service where THEY would file the paperwork through the court and make any updates needed (see pic receipt)On Oct 16, we were asked to make changes to our on line information. However, when we tried to go online to edit our forms, our information was blocked from access and we the website said we needed to pay for an additional subscription.This caused us to call the customer service number where we were told we had to pay additional mone This was never explained when we purchased the platinum package and believe we are being scammed.I would like a full refund of the $199 for XIF4-VBBC and $399 order ID ******* for a total of $600. Pictures of the receipts are attached

  Business Response

  Date: 11/06/2024

  This customer made two purchases: our ********************** service and Platinum services. To have account access, a monthly subscription fee must be paid. We we have explained to this customer. 
  
  Our refund policy can be found here: ********************************************

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22482827
  
  I am rejecting this response because:
  I feel that the company OnlineDivorce deliberately misled me on the terms of having to pay an additional fee to have access to the information that I provided despite making the payment of $199.00 along with an additional $399.00 
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:10/02/2024

  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.

  On Monday, 09/30/2024, I signed up for their service trusting that it would make things easy. Service was never rendered, got a call from this SCAM, requesting that I pay $399 money to be successful in my divorce. That if I didn't I would face multiple court dates, just unnecessary SCARE TACTICS to extort people already in a vulnerable position. As soon as the call was over I went online and tried to cancel the service and request a refund, was taken to this online form. Today, August 2nd, 2024, almost 3 days later, I got a call from their ****************** saying I was no longer eligible for one. The request was made on the DAY of purchase and they refused to give me a refund and fully cancel the service.

  Business Response

  Date: 10/03/2024

  We offer an upgraded service where we help with the court filing process. Our customers do not need to upgrade if they don't want to. Customers can successfully file their cases by following the standard instructions available from their account. 
  
  This customer completed the post-purchase questionnaire, which, as stated in our refund policy (********************************************), prevents them from qualifying for a full refund. We have addressed this matter directly with the customer and invite them to contact us directly if they have any questions. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22370337
  
  I am rejecting this response because:

  Did not receive any services for the money paid. Business purposely delayed a response for my refund request. And never delivered any forms. I would like a full refund for the amount paid. 

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

• Initial Complaint

  Date:09/22/2024

  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 have been receiving emails from ******************************* from an ****** ***** ************************************************************ and never signed up for such emails. I have tried to click on the unsubscribe link, however, it is invalid. I have tried to email the business back and get a response that this is not a valid email address. I just want to stop receiving email from them daily when it is not relevant to me.

  Business Response

  Date: 10/04/2024

  We apologize for the inconvenience. The emails you've received contain an "Unsubscribe" clickable link. However, we have removed your email address from our list. Please reach out to us directly if you have any questions. 

  Customer Answer

  Date: 10/04/2024

   
  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.  Thank you for your assistance. Although  there was an unsubscribe link on the email, it was disabled and did nothing when clicked on.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/14/2024

  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.

  My ********** were looking for an affordable way to file divorce. We researched online & found this company. They have you fill out a questionnaire to see if you qualify in your state for filing online. I answered the ************** said I did. The cost, $159, was broken up into 2 pieces, one would be a recurring subscription unless you cancel it. It was mentioned they're not lawyers & couldn't give legal advice but guidance on filling out the forms. I didn't see anything about having to e-file for my state nor did it mention that I would have to pay $314 for myself & $189 for my spouse. After I filled out the forms, I was told I could pay them $379 to mail them to be signed & filed or I could download them for free & do it myself. I opted free. We signed everything, got it notarized at our bank & then I see the instructions about e-filing in IL. The courthouse was frustrated that anyone used onlinedivorce.com & said they have never had anyone submit forms on their behalf & sad to hear I had paid for the forms since they can be downloaded on their website for free. I got a 3rd call from Onlinedivorce.com asking if they could assist by filing the documents. I got angry & told them what the court said & demanded my $159. The man on the phone said I didn't qualify because I accessed "post purchase services". I was shocked, the only way I could find out I was dissatisfied was to access the instructions. Instructions are also given by the courthouse for free & assistance in the Law Library for filling out the forms. The $159 for "post purchase services" is absurd because there were no services. I understand if I reached out & asked for help, emailed, called, or something, but nothing they did was something that couldn't be done for free at the courthouse or on their website for FREE. This is misleading and dishonest. I filed a complaint & was again met with the same response that I didn't qualify for a refund. Please help me and others from this company.

  Business Response

  Date: 09/23/2024

  We do not charge for divorce forms; they are provided as a courtesy. We do provide access to our website, which this customer has fully utilized. They used our self-help service by completing the questionnaire and downloading the forms from their account. 
  
  None of our packages cover the court filing fees, and our customers are responsible for paying all court fees.
  
  Our refund policy can be found here: ********************************************

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22286312
  
  I am rejecting this response because:  Simply stating that I accessed the services and that you onlinedivorce.com doesn't pay for court fees is not what I am submitting this complaint about.  Yes, I answered a questionnaire, but my complaint was that, after the questionnaire, I was told that I qualify to file for online divorce.  I believe they were deceptive as to the exact services that were given for the $159.  IF I were well informed just after the questionnaire and before submitting the $159 fee that if all I did was fill in the documents and download them for free (which they could also be printed for free from my local court house) and that I would still have to pay an additional $314 plus $189 for my spouse, I would not have agreed to their fee!  I feel like they were not forthright with what to expect.  I asked for my fee back because entering my information into their system for them to them transcribe it on the documents for me to print for free is not worth $159.  I did not access any other services!  I was told I could print them for FREE.  The only "service" I took part in was answering questions. I could just have easily put the answers on the free documents from the court house.  It was very misleading.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/09/2024

  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.

  On July 26, 2024 I paid $159.00 for services regarding filing a divorce on line. July 27th I received an email from ****************** with options to click on. One of the options was no longer interested and I requested a refund. I continued to receive correspondence via email from this company as well as forms to download to proceed with a divorce. I never opened that email. I called the company to ask why I was still receiving correspondence from the company that I had cancelled my request to proceed with the divorce and requested a refund. I spoke to a ****** on the phone. ****** advised I had to call to make that request and the request was not valid via email. ****** sent me paperwork to submit the request to cancel as well as a request for a refund immediately after the phone call ended. I filled out the request and later received an email that I was not getting my refund because the forms that needed to be downloaded, had already been sent to my email. This company totally disregarded my request to cancel via email prior to those forms being sent.

  Business Response

  Date: 08/19/2024

  We worked with this customer and resolved this matter directly with them. We invite them to contact us if they have any questions or concerns. We are happy to help. 

  Customer Answer

  Date: 08/19/2024

   
  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:06/24/2024

  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 purchased the program around May 19th, as that was the date of 1 year of separation. I was sold into a premium service to reduce the amount of work on my end. The initial process was straightforward and simple, but I had to make a couple slight revisions to their standard paperwork regarding the custody arrangement with my ex spouse. This is where the nightmares began. ************** via email to make the corrections were lengthy to start, but I finally received the paperwork on June 10th, 3 weeks later. Upon review of the documents there was a large error in printing. I promptly reported the error so a corrected form could be sent. Last correspondence I have received from the company was on June 14th, where I verified that the new forms were correct and ready for shipment. I sent more emails inquiring to the status, and have made numerous calls. I was told to wait up to 4 business days for a response via email from the support team. Its been 10 days and I havent heard any updates. I called and reported my complaint and requested a refund. I was denied a refund because I was outside of the 30 day window. I was outside of the 30 day window because response times have been abysmal. I was then told that I would be contacted by a case manager to review my concerns with my service within 2 business days. Today is the end of the second business day and I called to inquire because I didnt hear from a case manager today. The employee just assures me they are working on it, and Im at another dead end. There apparently is no way to contact a manager directly which I have major concern with. ************** are absolutely horrid.Typos and print errors in document.Unprofessional customer support agents, with the exception of *****, he was truly attempting to help and understand my situation. Thank you *****.

  Business Response

  Date: 07/01/2024

  We are sorry for the frustrations experienced. 
  We contacted this customer and worked with them directly regarding the issue. One of the forms we mailed had a printing error, so we fixed it and mailed them the needed form.