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:02/03/2023

  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.

  Ordered online, for $159. I was lead to believe that they would serve the papers, at least file them. I came to a part in the questionnaire that needed my spouses answers. I looked up the refund, it lead me to policies and no where on it did it state anything about 50% refund if you ***** some questions. I called and spoke to some guy who said I didn't reas the policy on the right page, the page where the website led me to. THIS Business is a SCAM and preys on the vulnerable people who are seeking a divorce. SHAME.

  Business Response

  Date: 02/08/2023

  We reviewed the account history of this customer and then reached out to them via email. We told them that they did not qualify for a refund according to our refund policy. I quote from our refund policy, "We, unfortunately, cannot ***** a refund in cases where a customer has accessed our post-purchase services, including our post-purchase questionnaires." This customer did access their account and did begin to fill out the questionnaire, which is why they are not eligible for a refund. 
  
  Our policies can be found here: ********************************************
  
  We provide different services. The **************** this customer purchased does not include sending forms to the parties and to the court for filing. Our ***************** which is an additional charge, does coordinate with both parties, meets the service requirements, and we do send forms to the court for filing. 

• Initial Complaint

  Date:02/01/2023

  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 purchased what I thought was online divorce forms for ****** but it was more than I wanted to get involved with so I considered it a bad purchase on my part and accepted the responsibility for the bad purchase. But to my chagrin they started billing me a monthly fee that I did not notice until 5 months later. I sent an email telling them that I wanted the monthly fees refunded as I never requested extensions or accessed their site after the first time. They only refunded one month and never called just sent an email acknowledging they received my complaint. When I tried speaking to a customer service person, they only stated that I should have read all the pages of the website. Taking advantage of people who already by the nature of divorce are not in a good space is despicable. Who needs a subscription for divorce are they getting married every month? This is fraudulent at worst and deceitful at best. to even think of such a scam is truly evil!!

  Business Response

  Date: 02/03/2023

  We contacted this customer to let them know that the *** section of our website does let our customers know that after 30 days there will be a monthly fee for the subscription to the service. There are benefits to having a monthly subscription. For example, customers can access their forms and filing instructions, the help center tools, case management tools, and the support team by telephone and email. 
  We called this customer and followed up with an email. We believe we have resolved this matter. We invite the customer to reach out to us directly if they need further assistance. 

  Customer Answer

  Date: 02/08/2023

   
  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. They refunded the 5 months as requested
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/27/2023

  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 filled out the requested info on the webpage which stated $159.00 to get the paperwork filled out for me for my divorce. The website did not state that once you fill out the form you are in fact paying $119.01 to supposedly get the paperwork filled out and then a recurring $39.99 for access to their website which you are unwittingly signing up for when paying for your divorce papers to be filled out. Then as soon as you pay it your phone starts to ring with a person on the other end of the line asking you to pay an additional $300.00 to get started. If you don't agree to this your phone does not stop ringing all day. I requested that they cancel the service and refund my money. I then went on their supposed website to cancel the service and could not find it anywhere. I had to ****** it to find a refund request email. Once I sent the request, I was told that I had to speak to them to cancel the service. I told them in another email that there was no need to speak to me on the phone to cancel the service and issue me a full refund. They refused and said that I could not get a refund of $39.99 because I had supposedly accessed their website when I filled out the questionnaire that they trick you into filling out to create the account with the reoccurring charge they don't advise you of. That I could only get back 50% of the $119.01 which is only $59.50. This is ridiculous for not doing anything, not providing any service, or providing any kind of product. I requested to cancel the service the very next day after the incessant phone calls requesting more money. They trick you into filling out the forms, creating an account and do not disclose what you are paying for or the fact that you are actually filling out the paperwork yourself, this is not what they advertise. I filed a claim with my bank to get the full refund and they had it canceled. I also received an email that they were going to charge my account the monthly $39.99 after I had canceled and had to call to ensure that they did not. To date I have not even gotten back the $59.50 no less the entire amount that I requested back.

  Business Response

  Date: 02/03/2023

  We have been in contact with this customer. We explained to them that since they did access the questionnaire (they answered over 1/3 of the questions), they are not eligible for a full refund. We also explained our refund policy, which can be found here: ********************************************. The Activation Fee is nonrefundable. 
  We worked with the customer and came to a resolution they agreed with. We invite the customer to reach out to us directly, should they have any questions or concerns. 
  

• Initial Complaint

  Date:01/02/2023

  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 used OnlineDivorce.com on 12/29/2022 and paid $159. I filled in basic info like address and if we had assets. We then realized we were going to need an actual lawyer and this website was not going to help. I got on and immediately emailed their customer service and requested a refund. On 12/30/2023 I hadn't heard anything so I called the number on the website and was told I'd be getting $59 back and that $40 was non refundable, and I said the numbers made no sense and asked what I was being charged for. I was told cause I filled out 17 of 54 of the questions I was being charged $110. I asked to talk to a supervisor and was told I'd get a call back. On 01/02/2023 I received an email from the supervisor saying I'd be receiving a refund of $49.50. So I called again and was told I would get a call. He called me back and explained exactly what I was already told and he could not tell me what services I used that I was being charged $110. He then told me I was paying for the employees to be there. I feel this business is a scam and is preying on vulnerable people that are going through the hardest times of their lives. I used absolutely none of their services so if they aren't going to give me a full refund I would like a break down of what I paid for. Thank you.

  Business Response

  Date: 01/06/2023

  We have a non refundable activation fee of $39.99. This is stated in our policies. We also state, "We 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."
  
  Our refund policy can be found here *******************************************
  
  This customer purchased the service, utilized the resources we provide them from their account, and accessed the questionnaire--they answered more than 50% of the questions. Our refund policies indicate that once a customer has used the questionnaire, they are not eligible for a full refund.  We explained this to the customer prior to them filing this complaint.
  
  We called the customer using the phone number she provided in her account. When we spoke to her she immediately said she did not want to talk to us and that she reported us to the BBB, and then terminated the call. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18672109
  
  I am rejecting this response because: I did not answer 50% of questions or utilize ANY services. 17 of 54 questions is not 50%. They didn't say refund wasn't guaranteed they said I would not be getting money **** because I used services and answered more then 50% of the questions. I requested $110, which is minus the non refundable fee of *****, which I understand. Again I would like to know what services I used? I literally answered 17 or 54 questions and then stopped and immediately that same day requested a refund and did not access the site anymore. They do not care about people or helping them. I was told by the supervisor when I asked what I was paying for he said for them to be there. That's not me utilizing their services. That's their job to provide customer service. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/15/2022

  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.

  onlinedivorce.com has provided me with bad service and potentially lost the $252.14 cashier's check I mailed to them to pay for my divorce filing court costs.First, there was a 3 week delay on their part sending me back my paperwork which they said needed two simple corrections. They demanded additional money to remail my paperwork for correction, but then failed to actually return my divorce paperwork for correction until I complained nearly three weeks later.Then, the package I received contained the wrong documents. I was expecting to receive back the divorce paperwork I had already mailed to them...specifically, the signed and notarized version which they said needed to be corrected. This package they mailed me was a fresh copy which assumed I had not already mailed in: the notarized version of my divorce paperwork, $252.14 cashier's check, and Child-in-Between course completion certificates. I asked them...Where are all of these? Are they lost? It's now been six days without an answer to my complaint.onlinedivorce.com's errors and slow processing time are unacceptable. I should receive a refund, at the very least for the extra two months their error will cost me in monthly fees. Plus, if they lost or stole my cashier's check, I expected to be refunded another $252.14 for that.The only way to communicate with my case worker (******) is via email, so I wrote to her: "Please expedite (via overnight mail) the correct divorce paperwork so my notary public can correct his error. In this mailing, include an overnight mail return envelope. Then, overnight all my divorce paperwork, cashier's check, and Child-in-Between course completion certificate to the Cleveland County, ******** Courthouse for filing."It's apparent onlinedivorce.com's business strategy is to delay as long as possible, in order to increase the monthly fees clients are forced to pay.

  Business Response

  Date: 01/12/2023

  We apologize for the frustrations this customer experienced, especially during an already stressful time. We did not lose their money order, and their case was successfully filed in December. Everything is proceeding with this case as it should, and we have regularly been communicating with the customer. They were refunded for two monthly subscriptions on December 16th. 

  Customer Answer

  Date: 01/12/2023

   
  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:12/11/2022

  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.

  On Nov. 3, 2022, I tried to file a form on OnlineDivorce.com. I stopped before finish filling the form, but I was still charged by them for $159.00. And I also got an recursive monthly charge for $39.99. This is unauthorized. I request OnlineDivorce.com stop unauthorized charge, and a full refund of the previous charges. I also request an official apology letter from OnlineDivorce.com.

  Business Response

  Date: 12/16/2022

  This customer did not reach out to us directly; they came to the BBB to request a refund. We reviewed their account history and refunded them for services they did not render. We informed the customer and we believe they are satisfied with the resolution. 

• Initial Complaint

  Date:12/07/2022

  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.

  11/19/2022 I filed a divorce online with this company who advertises the following:"OnlineDivorce Official Site - ********** Divorce Online $159 ...No Hidden Fees. ""Do it yourself divorce ** - ** Divorce for only $159"When I saw that they only provide the free forms on the ****** website, I asked for a refund immediately as they took my $159 for a divorce but wanted another several hundred to "file it".They refunded $119, but would not refund $39.99 fee. I went back and forth with them and even to management. This is 100% misrepresentation from the company's advertising. I want 100% of my money back. I want them to disclose more on their advertising so others do not fall for the same lies. This is a challenging time for people and to take advantage of vulnerable people is sinful. Thank you for your help. Sincerely, *************************

  Business Response

  Date: 12/13/2022

  We tried to call this customer but the phone briefly rang and was disconnected. We sent a follow up email to the customer letting them know we tried to call. The customer does not believe us. Some phone providers block our number and this is out of our control.
  
  Our refund policy states the following:
  "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...we, unfortunately, cannot ***** a refund in cases where a customer has accessed our post-purchase services."

  https://www.onlinedivorce.com/policies/
  
  We reviewed the account history for this customer. They were refunded for the service they did not render. However, the $39.99 activation fee is non-refundable, as stated in our refund policy. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18538462
  
  I am rejecting this response because: 1. the advertising is 100% deceiving and is a misrepresentation of the service. The ad states that "DO-IT-YOURSELF DIVORCE, CA DIVORCE FOR $159".

  After you pay the money, they take your BASIC information (names, addresses, etc) BUT do not file divorce for you - that is an ADDITIONAL hundreds of dollars.

  No one called me, I did receive an e-mail but it did not address the false advertising for CA DIVORCE $159.  I told this person that I have a perfectly working iphone and did not miss any calls.  The manager when I first complained offered the same response, and I had no missed calls from him either.  I can only guess that this is part of their game. I know very well how to operate an iphone and when I receive or miss any calls.  If I do not get this money returned in a timely fashion through BBB, I will be reporting them to all other agencies that fall atop the jurisdiction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/23/2022

  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 am once again feeling forced to file a complaint on BBB, which I have never done for any other business, but I am desperate for my divorce case to move forward and I see no other option. I have paid for their ******** Services which is supposed to help with serving the documents to my spouse. On top of that I have been paying the subscription monthly plus other fees. They said at some point in other words that they forgot about the documents they received from court because of some system error and they have been sitting in their office for 2 months now!!! I have been trying to communicate with them but they keep delaying for no reason at all. The waiting time from receiving the files from court until serving the spouse should have been **** days. The last excuse is that they "work with a timeframe" and the service can't be expedited. So now my files are in the mailing department. How difficult is it to put documents in an envelope and mail them? I assume this means that they're waiting for my divorce case to be dismissed by the court, as the 60 day deadline since filing the petition is in a few days. That will mean I have to start the entire divorce **************** again. They refuse to fulfill their part of the agreement in time and can't communicate a clear date either. I have asked them a few times to at least give a refund and let me know so I can find someone else to serve the papers but I am not getting any clear answers. This is extremely stressful and this company is preventing me and many others in my situation from moving on with our lives.There have been so many delays in the process and it seems like the point is to keep paying for the monthly subscription.

  Business Response

  Date: 12/01/2022

  We will never intentionally do anything to our customers that can cause a case to be dismissed. Mistakes do happen, but we earnestly try to do our best to ensure we are assisting each of our customers as promptly as we can. To our knowledge, this customer is not in jeopardy of having their case dismissed. 
  We did mail the respondent their documents, as promised, and we provided this customer with the **** tracking information. We will continue to provide platinum service for this customer.
  It is not a requirement that customers pay the monthly subscription fee. They can choose to cancel their subscription at any time.

• Initial Complaint

  Date:11/21/2022

  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.

  November 16 I received an reply from online divorce stating my case was past the time frame and a escalation was to be made and a case worker would reach out to me. This never happened. I have paid all necessary fees to get my divorce filed. I have to call every other day just to get a update on my case. No one has answered my question. Every agent says its in the mailing department My forms were ready to be filled since October 14 2022. Its been more than **** business days. Now no one will answer my emails or tell me the reason why they wont file my divorce papers. We are eagerly awaiting our divorce. No tracking number has been provided, my case worker wont reach out to me. This business is very unprofessional. There website says 100 percent satisfaction and that theyre the industry leading divorce company. If this is true then stand by your word and conduct business.

  Business Response

  Date: 11/22/2022

  We called and left a voice message for this customer and followed up with an email. We let them know we sent their documents to the court and sent them their final packet of documents. We provided the customer with tracking numbers for both packets and we have completed their ***************** We invite this customer to respond to our email if they have questions or concerns. 

• Initial Complaint

  Date:11/16/2022

  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.

  I purchased the platinum package at onlinedivorce.com on 7-6 after speaking with *********************** (******.*****@onlinedivorce.com) via email on 7-6 at which time I was told this process would take ***** days. My credit card was chard $159 on 7-7, $299 ( for the Platinum) on 7-8, $39.99 on 8-6-22, and $35 on **** (supposedly the $35 was to expedite services) thinking this would get my paperwork sent quicker. Approximately a week later on **** I got an email shipping notification that my docs had been sent for me to sign.it I received them the following week on **** Once i received them i was able to get the filled out, signed and notarized &sent back to them the next week along with a money order in the amount of $167 payable to the court for the filing fee. They told me they had received my signed paperwork &money order the following week. All this time (Sept, Oct and Nov) had still been in communication with *********************** via email & many others by phone and was told every time that the paperwork was being reviewed to make sure everything was correct, when they said they had it the first week of September. As well as calling them 4-5 times a week only to be told they are reviewing the paperwork and each time telling me it was being escalated. On ***** i went to my login and it showed my progress of my divorce at 64%and said we have received necessary docs back from the ********** are reviewing them. Once we have sent the forms to your spouse for signing you will receive an email with an updated status. I followed up and called the court in the county in which it was to be filed & they said they had no record of anyone filing anything on my behalf. For the past 4 weeks I have been told that it has been sitting in the mailroom waiting to be shipped. My last call to them on **** I was told my paperwork had been sitting in the mailroom for the past weeks because everyone in the mailroom had been fired except one person . Zero progress since i returned my signed docs!!

  Business Response

  Date: 11/22/2022

  We have been in contact with this customer. We explained to them the situation and the reason for the delay. We provided the customer with the tracking number for the packet of forms that were mailed and we will continue to assist them with their *****************