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

• 

  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

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:02/03/2024

  Type:Delivery 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.

  Order Receipt #******* Website subscription is convoluted and difficult to cancel. After cancellation, there is a clause that you will be charged a yearly storage fee for your online application unless contacted to delete account info. I have contacted via email and only received a confirmation for subscription cancellation and NOT account deletion as to avoid ************** charges. onlinedivorce.com is ignoring my request.

  Business Response

  Date: 02/07/2024

  Per this customer's request, we have deleted their account. They will not (or have not) be charged any additional fees.

• Initial Complaint

  Date:01/24/2024

  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.

  I wish I read these reviews before purchasing. Definitely a scam. It Says there is a 100% money back guarantee within the first 30 days and I requested a refund within 24 hours(literally an hour after I purchased) and they will not give you your money back. I asked to speak to a supervisor about my issue but they emailed me instead of calling. They wanted to only give me 50% back and I told them no because I didnt use the service AT ALL. They refuse to refund and follow their own policy thats plastered all over the site. I want them investigated further and to GIVE ME MY FULL REFUND!

  Business Response

  Date: 01/29/2024

  We are assisting this customer and working with them on a resolution. We are waiting on them for some documentation before we can fully resolve this matter. Once received, we will honor what we have agreed upon. 
  
  Our refund policy states:
  At OnlineDivorce, we care about our customers and stand by the quality of our services - so well refund our fees, other than the activation fee, within the first 30 days of purchase if you're unhappy with our services. Call or email us and we'll process your refund.
  What it doesn't cover:
  We provide significant services beyond the generation of your 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 services, 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.

  Customer Answer

  Date: 02/07/2024

  I reject the business response as I have told them that the police wont provide me with the documentation at this time since its an active and open case and the criminal was charged with other crimes in addition to the hacking. I offered to show them the evidence I presented to the police but they reject the idea of even seeing it. They are a scam. Other people have gotten their money back for similar reasons as mine. I never opened their post purchase services.

  Business Response

  Date: 02/20/2024

  We explained to this customer how they did utilize our post-purchase services. They completed our entire questionnaire and can access their forms. What the customer is saying and what their account history verifies is contradicting. The customer promised they could send us verification of what they said is true. Once we receive it, we will honor what we have agreed upon. 
  

• Initial Complaint

  Date:12/06/2023

  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.

  i began a questionnaire with the company. i read the 100% satisfaction guarantee and did not complete the questionnaire required to start the divorce process. What i did not know was that they immediately charged my card prior to answering the questions. Now they will not give me a refund because i answered more than 50% of the questions. However,,,,the first 50% of the questions were my and my spouse's name, address, date of birth, etc!!! i never even got to the divorce portion!when i sent an email to cancel, they called me and emailed, telling me that they would refund, but first required me to call them. Then, they told me they would not give me a refund.When i complained, they said they would make an exception and give me 50% only. I told them i was dissatisfied and reminded them of their 100% satisfaction guarantee, but they continued to say they'd only give me 50%.

  Business Response

  Date: 12/11/2023

  We have worked with this customer and have come to a fair resolution.

  Our refund policy can be found here: ********************************************.
  Please note customers who have utilized our post-purchase services are not eligible for a refund. Additionally, the activation fee is non-refundable. 

  Customer Answer

  Date: 12/11/2023

  The business did partially refund my money but refused to refund their so called activation fee. 
  

  I could have accepted this answer if I had fully completed my questionnaire. But that was not the case. I had not even answered the name, address and personal information yet, before realizing this process was not possible in my situation. 
  

  I then realized they charge immediately. So, I called and emailed the company to let them know that my questions werent even complete and that I needed to cancel because my situation wasnt going to work with their plan. 
  

  plus, by definition, activation fee would mean that I had fully completed the steps needed to activate the account, which I had not done. 
  

  I also went on to their website to see if they had fully defined what constitutes full activation. That is not anywhere to be found. 
  

   

• Initial Complaint

  Date:11/27/2023

  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 wife and I are currently going through a divorce. I signed up for this websites service because it promised to provide tools and services for my wife and I to file our divorce ourselves. The site failed to provide us with what we needed. I reached out to their customer service department and they are refusing a full refund.

  Business Response

  Date: 12/06/2023

  We have been in touch with this customer and worked with them on a fair resolution. They were refunded for services not rendered.

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

• Initial Complaint

  Date:10/17/2023

  Type:Sales and Advertising 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 originally signed up for the service believeing they would be able to help with my divorce filing. Once going through their questionnaire I realized I would rather have in person representation with how vague their product/ questionnaire was without guidance you would expect from a company claiming to help those filing Divorce paperwork. While I did see the end of the survey I did not fill out many parts that would be critical to the completion of the forms. When I called and asked for a refund they refused because the survey had been completed even though the proper information needed to file the paperwork, in my case, had been left without details. I did not use their service other than to see it was not what I needed which is something that isnt evident before paying for their service that isnt helpful at all. They said their refund policy was only available if the form had not been completed. While my information was incomlete, and would not be able to complete the service they even offered, they still refused my refund.

  Business Response

  Date: 10/19/2023

  We reminded this customer of our refund policy, which says we cannot ***** a refund in cases where a customer has accessed our post-purchase services. During our conversation with the customer, we discussed a fair resolution, and we believe they are satisfied. We invite them to contact us directly with any questions or concerns. 
  
  Our refund policy can be found here: ********************************************

• Initial Complaint

  Date:10/01/2023

  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.

  I am not Liable for this debt with charter communications, I do not have a contract with Divorce online. they did not provide me with the original contact that I requested.

  Business Response

  Date: 10/12/2023

  This customer requested we delete their account on July 24, 2023. It was deleted on July 25, 2023. We now have no way of viewing the account history. We have tried contacting this customer regarding this ******************** complaint, but they have not responded. We encouraged them to contact the credit report company directly to have their account "removed from credit report,"

• Initial Complaint

  Date:09/21/2023

  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've attached a copy if email of money paid and dates and what the purchase was for. The site says divorce for ****** but as you progress the company keeps wanting more and more money. It's false advertising. Once the papers were mailed to me for me to fill out and already paying over ****** I was then told id need to pay over $200 more in the form of a money order in order to finish filing the divorce. Hiring an attorney was and is much cheaper than this so called service that was to be ******. This is an uncontested divorce but the company wants more and more money and hasn't done anything for me but mail papers for me to fill out. I input all our information online with the idea they were going to fill and file it all and I'd not have to do anything else. I was dead wrong they didn't do anything with the information given but want to charge me more and more. I've emailed and asked for a refund but was denied because it had been longer than 30 days. However, the problem got progressively worse as time has went on with demand of more money to complete ( rather start) the divorce. I've taken it upon myself to file with an attorney and end this money racket.

  Business Response

  Date: 09/28/2023

  We provide several services. This customer upgraded to our platinum service and paid for both our divorce and platinum services. The court filing fee is to be paid by our customer. We do not pay court fees. 
  
  We spoke to this customer on the phone and came to a fair resolution. There is still a pending matter and we will continue to work with them until it is fully resolved. 

• Initial Complaint

  Date:09/11/2023

  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 a program to help file my divorce from onlinedivorce.com LLC on May 14. I also used Affirm for a loan of ****** dollars to cover the costs. Well after looking into the website I decided that I needed to cancel the order because it wasnt a good fit for me. I was refunded ****** but ***** was kept by onlinedivorce.com as an activation fee. I was charged a fee for a service I never used. Both onlinedivorce.com and Affirm are refusing to refund me *****.

  Business Response

  Date: 09/11/2023

  We refunded this customer for services not rendered and informed them regarding our non-refundable activation fee. We provided them with the link to our refund policy, which can be found here: ********************************************

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20584462
  
  I am rejecting this response because: I feel that I shouldnt have to pay an activation fee for a service I never used. Also the service was canceled within 24 hours of purchasing it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/17/2023

  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.

  SCAM! Says theres a 100% money back guarantee in the first 30 days and will not give you your money back. I asked to speak to a supervisor about my issue but they did not want to get on the phone. They wanted to pay me 50% back and I told them no because I didnt use the service AT ALL. They refuse to settle my case. I want them investigated immediately! GIVE ME MY FULL REFUND!

  Business Response

  Date: 08/24/2023

  Before receiving this BBB complaint, we worked to resolve this directly with the customer. We refunded them for services not rendered, and we hope this has been resolved to their satisfaction. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20479946
  
  I am rejecting this response because:
  You only gave me the rest of my money AFTER this BBB complaint. Had I not complained your customer service wouldve continued to be rude and tell me my issue was fully resolved when it was not. You have a 100% money back guarantee within 30 days and within the same 24hrs I requested a refund that was like pulling teeth and was not refunded 100% until 2 months later. The facts are the facts and I have submitted information proving your 30 day guarantee as FALSE ADVERTISEMENT. I reject your response to my complaint due to the timeline and rudeness of this company. Your employees stated that I had documents which is why I wasnt refunded fully, but all of a sudden the person who emailed me said I DID NOT receive any documents and granted my wishes. Even if I did access documents and if they werent to my liking YOU STILL HAVE A 30 DAY MONEY BACK GUARANTEE! I asked for a supervisor but they were busy. Yeah ok! THANK YOU BBB for helping me get a FULL refund before these scammers affected my personal credit through AFFIRM! 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2023

  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.

  After beginning the process of divorce from my spouse, seeking a simple and consensual end to our marriage, the company began to call **, hound us and ask that we pay extra for ********** services, without actually describing the services involved. I had them on speaker phone, and they decided that I should put it on private mode, without her being able to hear them. When pressured for ********** ******** I asked "What does that entail?" and they responded with an invoice. Not a description of ******** but an invoice. Questions I asked...."Do you have lawyer's on the bar in my state?" (No answer, and then deflection)"Where in ***************** do you operate out of?" (They have an office in **********, but would not admit that they operated out of my home nation.)When I asked about resolution, they described ****** positive responses on their web page. 16k with very few low response numbers tells me that they have a history of creating their own responses on their internal web page, but are not all that well regarded outside.

  Business Response

  Date: 08/07/2023

  We appreciate this customer allowing us to talk to them on the phone so we could apologize for the frustrations they experienced. We also answered their questions and resolved this matter with them directly.