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:11/14/2022

  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 started my divorce back in February I was told it would take 1 to 3 months it has been over seven months now and Ive paid close to $8900 and I still have not have a resolution to my situation . And I want a full refund thank you sincerely *****************************

  Business Response

  Date: 12/02/2022

  As part of our ***************** we do our best to ensure there are no errors with forms before filing them with the court. We have sent this customer and their spouse their forms multiple times, and each time there have been issues that could cause the court to reject their filing. We have contacted this customer each time and explained what they need to do to fix the errors.
  Since receiving this BBB complaint, we have contacted this customer, trying to resolve this matter with them. We provided them with several options for proceeding, including canceling service with us. We await their response so we know how to assist them best. 

• Initial Complaint

  Date:11/10/2022

  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.

  They changed my **************** card without my permission! I never used their services. I called my card to let them know & charges were still going through for months . I called the divorce number that was on my ************** just gave me the run around since they said I dont have an account with them. So 0theres no way that they would charge me.. Then why is showing up on my account from aug 8 $89.95 Aug 17 $39.99 , sep 16 $39.99 , Oct. 27 $119.99 & Oct 27 $20. they didnt know or could help. I have the reference number for each ****************** of everyone on my credit card statement. So what do I do or go from here?? Help please

  Business Response

  Date: 11/29/2022

  We tried everything we can to locate an account and find the credit card transaction associated with this case. We have no record of the charges, and we have encouraged ***************** to work with her bank to dispute the charges that were made to her card. We have done what we can to help resolve this.

• Initial Complaint

  Date:11/05/2022

  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.

  Ive paid over $500 dollars for divorce paperwork and have not received my documents for filing with the courts. ** live to receive a refund for the money I paid to have the forms mailed. Its been over a month and I am not having success with directly contacting complete case. I can no longer access the site to show where I paid for the mailing.

  Business Response

  Date: 11/08/2022

  Before our **************** can begin, the customer needs to confirm their mailing address. Once this is done, we can begin the ****************. We contacted this customer to let them know the reason we hadn't mailed them their documents is that this needed to happen first. The customer does have access to their account and they confirmed their shipping address and we have mailed them their documents. 

• Initial Complaint

  Date:11/04/2022

  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 the **************** and stayed subscribed for two months. I am no longer subscribed but still waiting for service.I have since experienced two total lapses in communication with this service.The first time, they failed to send me my document package because my case worker put the incorrect address on it and it was sent back to them. (Yes, I had provided the correct one.) Nothing was done about it and I was not contacted. I didn't find out about it until I called several times.The second time (now), my case has been in a total stand-still for almost a month as I wait for a response to an email. The first time I called for answers, the rep told me that they never received the email that I sent on 11 Oct 2022. I sent a PDF print out of the email through the site to prove that I did send it. She said she would inform my case worker. I got no response so I called again today. This time, they told me my case worker's name was ************************* and that they would email the form to me. He said I should see it today. I have very little faith that I will see this email and even less faith that when I send the form to them via **** that it will reach my case worker or the court. Nothing I have seen so far has made me feel that this is even a legitimate business. I am very concerned.

  Business Response

  Date: 11/09/2022

  We have been in contact with this customer. There was an issue with the forms, that were sent to the court. We explained to this customer what needs to be fixed and provided detailed instructions on how to resolve the issue. The customer thanked us for our help and let us know they are satisfied with our attention to this matter. 

  Customer Answer

  Date: 11/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but I don't find that my concern is resolved until the service has completed. They have responded to the current issue and I am very happy with how they plan to resolve it. That being said, we still have a long way to go before I receive the complete service that I paid for up front. The forms will still need to be refiled with the court and it has been twice now that I have experienced a large lapse in communication. I am very concerned that this will happen again before the end of the process. I would like to keep my complaint open until the entire process has completed. If there are no further issues down the line I will happily withdraw my complaint.

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

• Initial Complaint

  Date:11/01/2022

  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.

  Jumped through all the hoops as directed and signed everything requested, the Second time... First time documents mailed didn't make it to mailbox as said did according to tracking, so $75 more spent to resend documents, which finally arrived, signed papers, along with $350 money order for court fees. That was Sept 15th.signed forms along with $350 money order from post office next day and waited. Finally on Oct 22nd received email there was something wrong with the paperwork, $350 money order missing... Hard to believe would be missing when was paperclipped to signed documents and in a post office envelope sealed tight, it is Nov 1st now and repeatedly emailed and response is has been escalated to caseworker numerous times about missing money order... Just feels like a scam and is not acceptable

  Business Response

  Date: 11/08/2022

  We have notified this customer to let them know we did receive their money order and we did send their documents to the court. We will continue to provide **************** for this customer.  

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18345816
  
  I am rejecting this response because:, for the reason when process is  fully done and completed completely is when I will be satisfied with divorce documents in my hand
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2022

  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 have been trying to work with this company now since 2020. Payed for the premium service and all. The first go around was pretty helpful. But some papers were filed wrong and needed to be redone. Super easy to fix right? I thought so till the progress tracker has been stuck in the wrong spot for endless months now, so many Ive lost count. The papers were redone and sent to the spouse for signing and was given tracking numbers. Then when I look them up. They dont exist in **** system at all. I contacted the company for an explanation as to why they were sent to spouse but the tracker said they were still reviewing initial court forms. As well as tracking numbers not existing. I repeatedly asked for a supervisor and all I got was attitude from whatever employee I was working with and refused to connect me to a supervisor. The only answer I got was heres tracking numbers its on them we cant do anything. Cool heres your answer bye. After almost three years of dealing with this and however much money Ive spent with poor service and sketchy tracking. Im about to cut my losses. I just want this done.

  Business Response

  Date: 11/03/2022

  After reviewing the account history for this customer, there have been several issues that have delayed the process of their ***************** This is not due to negligence on our part. 
  The most recent delay, which the customer mentioned in their message, is we mailed the Respondent their documents but we have not received the completed documents back from the Respondent. 
  As part of our resolution, we offered to resend the Respondent their documents. We talked to the customer on the phone and we emailed them the **** tracking numbers, so they can track the packet we mailed. Once we receive the completed documents from the Respondent, we will finish the **************** for this customer.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18340884
  
  I am rejecting this response because: it was indeed negligence on the businesses part. After multiple calls of attitude, invalid/expired tracking numbers, improper information. As well as faulty progress updates through website. My progress has been delayed for years now. While the company did reach out and offer a solution. I do not believe it is fair to 100% dismiss responsibility. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/28/2022

  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.

  On 10/31/2021, I paid for this service of $139 to have them prepare and submit my divorce papers online. After completing the questionnaire online, It took weeks for them to respond on the status as I had to keep calling them several times for an update. Because of the added delay, 2 months later I ended up paying another $299 for the *** service thinking it would help expedite the process. Nope. I was wrong. More delays and continued to have to call them for the status of my paperwork after I had sent the signed paperwork on my end. Come December 3rd 2021, I ended up paying another $34.99 per month subscription to allow for unlimited access to case, forms, instructions and help support. But didn't make any difference because the papers were still sitting in their office with no movement or status on the divorce filing. January 2, 2022, another subscription for $8.99 was charged to my account for extended service of the same thing I was supposed to be getting with the previous monthly prescription on December 3, 2021 for $34.99!! They just keep finding ways to add charges to your account without doing anything on their end to move your divorce paperwork. This is absolutely insane and have never seen such a bold scam tactic in my life. Come March 3rd, 2022. I was charged another $76.99 for an additional 3 month service because now nearly 6 months have passed and nothing was done at this point. My divorce paperwork is still sitting in their office after several calls on status, emails, but no response. **************** states they will have a supervisor call, but never does. So finally in June of 2022, I decided to file the divorce myself and requested the company to send my cashiers check of $299.00 for the filing fee back to me. They charged me $20.00 and till this day as of 10/28/2022 I have not received my cashier's check. I called and emailed several times, but just get the run around. Worst company I have ever experienced in my life. PLEASE INVESTIGATE BBB!!!!!!

  Business Response

  Date: 11/04/2022

  We contacted this customer to let them know we did send their documents, including their cashier's check, in September. We do not know why it was not delivered to the customer. We did work with this customer on a resolution and we believe this customer is now satisfied. We encourage them to reach out to us directly, should they need further assistance. We are happy to help. 

• Initial Complaint

  Date:10/26/2022

  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 paid for the online divorce service in March 2022. I still haven't received my papers in the mail to sign. I've contacted customer service multiple times. They told me my case would be expedited every time but I still haven't received anything in the mail. I asked to speak to a supervisor. They sent me to his voicemail where I left him a message. He still hasn't returned my call. At this point I just want my money back or a tracking number for the paperwork.

  Business Response

  Date: 11/04/2022

  We have been trying to connect with this customer via phone and have followed up with emails. This customer responded to our email and requested to cancel services with us. We are in the process of working with them regarding their refund. We will refund them for services not rendered. 

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18319638
  
  I am rejecting this response because:
  No services have been rendered. I never received any paperwork. I'm not any closer to the divorce than I was in the beginning
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/09/2022

  Because this customer requested a refund for **************** (and we refunded them), we will not provide the ****************. The customer also paid for our ********************** Service. They fully rendered the Divorce Service and are not eligible for a refund. 
  We have made multiple attempts to connect with this customer. They have not responded to our calls or emails. The last email we received from them was to let us know they want to cancel their service and requested a refund, which we did. 

• Initial Complaint

  Date:10/26/2022

  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 sent my divorce papers to onlinedivorce.com to get filed, I received them back, signed them, after everything was signed sent it back to them on August 1st, it is now Oct 26th and there has been no progress whatsoever. I keep calling and they keep saying we haven't heard from shipping department, it hasn't been scanned or uploaded yet, for 3 months??? Cmon. They keep saying their escalating it or expediting, or manager escalated, NOTHING HAS BEEN DONE. I asked to talk to shipping department, they said their not taking calls, asked for a manager or supervisor or case worker, they said their not there or no phone numbers for them. I JUST WANT MY DIVORCE DONE.

  Business Response

  Date: 11/04/2022

  There was an issue that happened on the court's end (human error). We contacted this customer and updated them on the situation. We are continuing with their **************** and will do our best to ensure things progress in a timely manner. 

• Initial Complaint

  Date:10/25/2022

  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 paid this company to fill out my divorce paperwork for me. They do not do what they advertise. They simply print your basic info on the paperwork and mail them to you to fill out. If you mess up and miss something or forget something they want to charge an additional fee to mail them back. I have had them try this numerous times, this is why I hired them so I wouldn't mess up the paperwork. I am not getting the service I paid for. This will be the second time I have tried to get a full refund do to lack of service I paid for.

  Business Response

  Date: 11/04/2022

  We have been working with **************** for quite some time. We have made multiple efforts to help him with his documents. Each time we receive documents back from ****************, there have been things wrong that could create a court rejection. In an effort to prevent this from happening, we have contacted **************** to let him know what needs to be addressed and how to fix the issues. 
  **************** has decided to cancel services with us. We offered him a partial refund for services he did not render. We will be mailing him back all of the documents we have in his file, including his money order.