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

• 

  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:10/24/2022

  Type:Delivery 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.

  As others have experienced, the company has a pattern of repeatedly delaying the shipment of documents and things only seem to move when the customer reaches out to remind them that they have the forms. Currently, they have had my authorization to send the packets to the court for 20 days. Here are their responses to my requests for updates:*********10/24/22: I hope you are having a great day! Unfortunately, your forms are still in a queue for shipping. We are terribly sorry for the delay in shipping the packet to court. I have contacted the shipping department again and escalated the shipping. Please accept our sincere apologies for the inconvenience. We appreciate your patience.10/18/22:Thank you for reaching out to us. As for the status of your case, your forms are ready to be shipped to court. Due to a large volume of cases, there is a slight delay. I escalated your case to the shipping department to speed up the shipping. As soon as we proceed, we will notify you and provide you with an update. If you need any further assistance, please dont hesitate to contact us again. Best regards.10/14/22: Thank you for letting us know. Once the forms have been shipped to court you will be provided with a tracking number. We appreciate your patience. Please let us know if you need further assistance.10/4/22: I hope you are having a good day today! We are terribly sorry for the delay in reviewing spouse's packet of forms. Please accept our sincere apologies for the inconvenience.8/31/2022: We are terribly sorry for the delay in shipping the packet of forms to your spouse. I have contacted the shipping department and escalated the shipping. Please accept our sincere apologies for the inconvenience. I appreciate your patience.****************As I explained to them, this is not a mere 'inconvenience', they are affecting peoples' lives and creating additional stress in an already stressful situation. I hope this complaints helps.

  Business Response

  Date: 10/28/2022

  We did try to call this customer to provide them with updates but there appears to be an issue with the phone number we have on file (which is the same phone number associated with this complaint).
  We did email the customer to let them know that we completed their ***************** We provided them with **** tracking numbers so that can track the dates everything was delivered to the court and to them. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18303283
  
  I am rejecting this response because: While they did provide tracking numbers and the package that was sent to me did arrive, the tracking number for the package that was sent to the court is no longer trackable and I cannot confirm that the court has received it.  Furthermore, I have been on the phone with their support line for over 20 minutes and they cannot track the package either, so until I can track the package, get a copy of the tracking/delivery confirmation or get confirmation from the court that they have received the package, I don't consider their service to be complete.  

  Finally, honestly doubt they attempted to call me as my phone has not rang, I answer all my calls.   If in a few days I can confirm that the court has received the package and my divorce case has been opened, I'll gladly confirm that their service has been finalized. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/02/2022

  Everything we said in our initial response is true. We provided this customer with tracking numbers. All documents we mailed to the court and the customer were delivered (according to **** tracking). 
  We have continued to try to call the customer and the phone briefly rings and then disconnects. The customer mentioned that perhaps his phone provider is blocking the call. 
  We provided the court with a return envelope, addressed to the customer, so the court could mail the customer a copy of the filed forms. We emailed the customer and asked if they received the packet (according to **** tracking it was delivered) and the customer responded to us letting us know he did receive the copies from the court. 

  Customer Answer

  Date: 11/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they have resolved the issue expeditiously after I opened this complaint with you. Furthermore, their response is misleading as it suggest that they are as responsive to their customers as they are to the BBB.  I would not recommend this service to anyone, but if there are folks out there using it, I suggest they open a ticket with the BBB as soon as they experience a problem; this seems to get their attention.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/18/2022

  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 Online Divorce to process divorce papers. Total of $319.00, which included the mailing fee. In order to get my forms quicker, they offered an expedited service for $49.00 additional, which I paid. The forms was emailed to me, I reviewed them and completed them. Since it was to be an expedited service. I've been contacting them every nearly weekly to see when they would be mailing to forms to me and my husband. Each time I talked with them there is always an excuse. They would tell me, they were processing them. I rec'd an email telling me that they were going to charge me an additional $49.00 because it had pasted a month and my forms had not been returned. I called them again. First, the rep told me, the forms had been mailed to me then returned, undelivered. The rep put me on hold and disconnected the call. I called back. Spoke with a different rep. *** looked and cancel the second charge because they forms had not been mailed. *** said they were being processed. I waited another month and called again. I was told they were being processed again. I called back the beginning of October, I was told by a ***** that the forms were going out that day on the 10/04/2022. Then I rec'd a email from the postal service stating the forms had been returned to sender because the address was incomplete. I sent an email to them asking for my money back because it appeared to be a sham. I was lied to on numerous occasions. Every time I call, the reps confirmed my mailing address. In fact, ***** confirmed my mailing address. The rep ***** was rude to me he said, you divorce profile shows an incomplete address. Please take a look at my Divorce profile. Client profile *Required * First name:******* * Last name:***** * Email:******************* * Phone:********** * Address:14736 **************, Apt 219 * City:********* * Zip:55068 * *************** Change Manage Your Account Profile Spouse Access Change Password Payment Info Subscription Life After Divorce With *****

  Business Response

  Date: 10/31/2022

  There are two places a customer needs to enter their address. One is on the questionnaire and reflects accordingly in the forms that are generated, and can be filed with the court. The other location is where the customer wants their documents mailed. It is not uncommon for the address in the questionnaire (that is reflected on the forms) and the mailing address (where the customer wants us to mail the forms) to be different. We mailed this customer their forms to the exact address they inputted, in the section "confirm shipping address." ******** returned the packet of forms. It appears the customer did not provide a complete address (perhaps missing the apartment/unit number). 
  We did contact the customer, asking if they need to update their address, but they have not responded.
  This customer has canceled their services with us. 

• Initial Complaint

  Date:10/15/2022

  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 purchased the platinum service with this business back in November of last year(2021). At the time I mailed the initial paperwork they happened to be moving locations and so my paperwork was left at the original shipping location for almost two months. That was the beginning of my issues. I am a very reasonable person but they have given me no recourse but to leave a negative review here. I'm at the "final" stage and waiting for a package which seemingly will never ship.My ex spouse sent her paperwork in August 16th. They tell me it'll take 7 to 15 business days to approve then 7 to 15 days BEFORE shipping. That would put us at a ship date of Sept 6th. Which doesn't happen. I'm in the process of moving so September 24th(13 days late, 28 days spent just waiting for something to ship), I request a change of address. Which restarts the 7 to 15 days. It's now oct 14 and I have not received any confirmation. I spoke to a managers yesterday who promised me a response by the end of the day. Nothing. Zero communication. I want to give them the benefit of the doubt on this in that they are just busy. But if you promise an update, you should give that update. My only recourse left here is to file this complaint and give them a few days. If I don't hear back I'll have to file in small claims court to get any money back since they are refusing to refund me.To be clear. I don't really want the refund. I just want the services but if the service cannot be provided in a timely manner then a refund would suffice.

  Business Response

  Date: 10/19/2022

  We have finished our **************** for this customer by mailing the needed documents to the court and mailing the customer their final packet of documents. We provided **** tracking numbers to the customer so they can track the progress of the items, that we mailed.  We believe this has now been resolved. If the customer needs further assistance, we invite them to reach out to us directly. We will gladly continue to assist them. 

• Initial Complaint

  Date:10/13/2022

  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 for *************** for a simple no-contest divorce from OnlineDivorce.com on 20 June 2021. This service has an upfront cost of $139.00, plus the upcharge for Premium of $299.00, and then a monthly cost of $24.99. The service began as advertised and forms were sent to me for filling out. I sent those back (notarized) and then they were sent to my spouse. She too signed and notarized them and sent them back for processing. I received confirmation emails for all transactions, with tracking numbers. I received an email notifying me that the forms were sent to the court for filing. I called the court and they said they received nothing. I checked on the Online Divorce website and their process percentage tracker was completely wrong and said that even after a year of this, my process was still only 21%. I got them to fix that, and now, after 16 months of getting the runaround, and nebulous answers to my requests on the status of my documents, they still tell me they are shipping them to me, then I have to ship them back, and wait longer. This is beyond ridiculous at this point. This company has proven themselves to either be dishonest or completely inept. I'm truly in need of someone at the BBB to act on my behalf and investigate to see if this company is scamming me and holding off on my case to ****** more monthly payments from me for as long as possible. I can give greater detail if you assign an agent to my case. Can you help me?

  Business Response

  Date: 10/18/2022

  We spoke to this customer on the phone and we were able to talk about the experiences he encountered with us. We strive to offer excellent service and we are always looking for ways we can improve. The feedback we received from this customer has been helpful. We will make some adjustments to ensure our customers have a more positive experience. We worked with this customer and came to a fair resolution. We believe we have resolved this to their satisfaction. We will continue to assist them if they have questions or concerns. 

• Initial Complaint

  Date:10/10/2022

  Type:Billing 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 divorce paper services from online divorce. i had a single question that initially took several days to respond (this is important because they charge in increments of time--meaning [you] pay a certain amount to get access to their services and pay more if you need to extend. after waiting a few days to receive a reply, the reply did not address my question. again, i sent another email, which went similarly. after a few exchanges like this, i lost my faith that they knew what they were doing and requested my money back. they said they could offer half because i had "answered the questionnaire completely. i was not happy, but agreed because i understood it is a business. they did refund full amount for name change services which were unused, but decided not to refund the initial half that they agreed to stating that i had made "changes." then, they charged me $39 last week, for what i cannot say. i want a refund for the $39 and a refund for $59.50 (for the initial amount they said they would refund).

  Business Response

  Date: 10/18/2022

  We reached out to this customer multiple times but we have not heard back from them. We invite them to please check their email, where we explain how we resolved this matter 
  
  A brief timeline of events: the customer emailed on Aug 6 asking us a question. We responded on Aug 9th, the customer responded to us on that same date. On Aug 10th we emailed to let her know it would be 1-3 business days for us to make a manual change to one of her forms. We asked the customer a clarifying question on August 11th. The customer responded to us on August 16th. We emailed again on the 17th, asking the customer if the manual changes we made are correct. On August 19th the customer responded by asking for a refund.  
  
  We did provide the customer with the refund we promised. We believe this matter is resolved. We invite the customer to respond to our emails if they have questions or concerns. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18195397
  
  I am rejecting this response because:
  First, when they responded to my emails, they did not supply an answer to a very clear question. I laid out my questions very specifically for THEIR paperwork. They charge by time for their services, if I have to ask the same question three different ways, they are wasting my time for their services. I am asking for a refund of half of my initial purchase (159/2=79.5), which was what was offered.

  Their emails were no longer satisfactory, which is why I turned to BBB. 

  IN LOOKING AT MY DISCOVER CREDIT CARD, I ALSO SEE THAT THEY HAVE BEEN DEBITING MY CARD FOR $39.00 MONTHLY SINCE SEPTEMBER. I REQUESTED A REFUND FOR SERVICES, I CERTAINLY DO NOT AND HAVE NOT AUTHORIZED ONLINEDIVORCE TO DEBIT FROM MY ACOUNT BEYOND THE INITIAL AMOUNT. 

  At this point, I have been refunded $35. I am still expecting a refund of half of my initial payment. AND more importantly, I expect a refund for the two times I have been debited for $39.00 AND A CONFIRMATION THAT MY ACCOUNT WITH THEM IS CLOSED!!!! 

  To reiterate, 1/I expect to be reimbursed for two $39.00 UNAUTHORIZED debits, 2/VERY IMPORTANT--confirmation that I my association with OnilineDivorice is severed, and 3/a refund for $79.50-the amount that was agreed upon. 

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

  Business Response

  Date: 10/31/2022

  We reviewed the emails from this customer and, from what we can see, we did answer their questions. Additionally, our records indicate we did refund this customer on October 18th for the services they did not render and for the agreed amount regarding the Divorce Service. Because they did partially utilize our divorce service, we negotiated a partial refund for the services they did not render. We did email the customer on October 24th outlining what was refunded to them. 

  Customer Answer

  Date: 11/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ***I DO WANT TO CONFIRM THAT I WILL NOT BE CHARGED IN THE FUTURE***
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:10/08/2022

  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.

  My signed divorce forms are being delayed yet again by the company's shipping ***** On Aug 24, 2022 the company confirmed by (email) receipt of my completed filled in forms and stated the forms have moved to their shipping process which they promise will take from **** business to ship out to me the customer. After the ****************************************************************************** for the purpose of being signed and notarized. I repeatedly called and emailed and kept getting the same answer that the forms were being delayed being sent out by the shipping ***** My case was escalated within the company but that had no effect on getting the forms mailed out to me. On Sept ************************************************************************************************************** the email for the delay of my forms being shipped. On Sept. 27 I mailed my signed and notarized (signed by both myself and my wife) forms to the company (2nd day *** delivery). My forms arrived and the end of the business day on Sept 29 to the company's **********, ** location. On Sept 30 I reached out to the company for confirmation they had received my forms in their system and the answer was no. The case worker for my case stated that she had "checked the incoming mail database and it was not showing delivery of my forms." Since Sept *************************************************************************************************************************************************** the shipping **** with no update as to when they will come out of their shipping ***** I was also told during the original issue I had with delays that once my case reached this point in the process my case would be expedited. My case has not been expedited. I want my forms to be processed immediately and sent to the court for execution of my divorce.

  Business Response

  Date: 10/11/2022

  We have been in contact with ****. We did receive his forms, as he indicated. They have been scanned into our system and they have been reviewed. There are some things we still need from ******************* to us sending his documents to the court, we communicated this to him. Once we have everything we need from ***** we will proceed with the Platinum Service. 

  Customer Answer

  Date: 10/26/2022

  I would like to reopen my complaint and for it to show that my case has not been resolve because  the OnlineDivorce.com is still delaying my case yet again.  I sent them the requested paperwork on Sunday,  Oct. 16, 2022.  I sent the package through ***** (shipped standard overnight priority), tracking # ************.  The package was delivered by the shipper on Tuesday, Oct. 18, 2022 at 12:20pm to OnlineDivorce.com at the ********** office.  I was told by their staff beforehand that my case would be expedited and as soon as the paperwork arrived at their ********** office they would process it. When  I shipped the paperwork on Sunday, Oct. 16, 2022, I  immediately communicated to them that it had shipped and gave them the shipping details so they could process it as soon as it arrived.  It is now Monday, Oct. 24, 2022 and my paperwork is yet again being held up by their shipping department.    I have contacted them every day since my paperwork arrived to try to get them to process my case with no success.  I want this company to do what it is they said they would do and give the service that I already paid them for.
  
  Thank you,
  *******************
  

  
  

  Business Response

  Date: 10/31/2022

  We have been in contact with this customer via phone and email communication. As part of our ***************** we do our best to ensure the forms will not be rejected by the court (we make sure the forms are dated and signed correctly by each **********). There was an issue with this customer's forms that needed to be corrected prior to sending them to the court. We worked with the customer to get everything right and we have now completed their *****************

• Initial Complaint

  Date:10/05/2022

  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.

  Onlinedivorce.com is absolutely the worst company I have ever worked with. To preface the story this is the first negative review I have ever left a business, I understand that mistakes may happen but when they repeatedly occur and no one will contact you or make any attempt to rectify a situation negative feedback will hopefully help future consumers from trusting them with their business. My divorce was initiated in December of 2021 and both my husband and I were in agreement of the terms. We do not have any children or joint assets and felt like a simplified divorce was the best way to go. The first negative experience was; I had a question about what information I needed to fill out and called customer service. They told me to leave the area blank which caused a month long delay because the paperwork needed to be sent back to me and the circuit court number did in fact need to be filled out. It takes about 15 business days for them to respond. There have been other hiccups along the way but as I stated mistakes happen and I gave them the benefit of the doubt. I have had to repeatedly (almost every evening) call customer service to update me on the progress of my case for the past 3 weeks I was told that the documents were approved and waiting to be shipped to the courts. I was frustrated that they were sitting around for 3 weeks just to be mailed and was told a supervisor would be contacting me. I set a time for **** (the supervisor) to call on 3 different occasions. He missed every appointment that we had and his communication skills are horrific. It is beyond me how someone such as this can be a supervisor in customer service. Today I received an email that some of my paperwork was misplaced and not only did I have to get documents notarized again, I also need to pay for additional shipping. I am amazed that this company is still in business. The only thing they are good at is prolonging the divorce process and charging extra fees.

  Business Response

  Date: 10/11/2022

  We do apologize for the negative experiences ******* has encountered. As she kindly acknowledged, those of us working here at Online Divorce are human--we do make mistakes. We owned our mistakes and apologized directly to *******--now we want to make things right. We are in direct contact with her and we are doing what we can to remedy this situation. We offered some compensation, we also have a plan in place with her, and we will continue to assist her. Our goal is to successfully finish the services she paid for and to do it in a professional manner. 

• Initial Complaint

  Date:09/29/2022

  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 hired this company to fill out my divorce paperwork for me. I paid a $159 first then received a phone call to up sale me their premium service. I paid another $319 for their premium service to make sure everything was done for me. After answering all their questions they were supposed to fill out all the paperwork. I was notified that they mailed the paperwork to me and I was to sign it and send it back. Upon receiving the paperwork I was instructed to finish the paperwork. I paid for their service to have all the paperwork filled out so I didn't make any mistakes. I of course filled out everything and sent it back with a money order for $450, this was for the filing fee for my county. Weeks later I received an email from them saying there were mistakes on the paperwork that had to be fixed. They then told me it would cost $75 to mail them to me or I could print them myself and mail them back which I did. Once again I received an email saying that I didn't put a date on one of the forms and they would need fixed. I then asked for a refund do to them not doing what I was told they would do, fill out the paperwork for me so I didn't make any mistakes. They now tell me I can only receive a partial refund of $299 do to me using their website. I only used it a few times do them wanting to charge a monthly fee to use it. I believe this is very unreasonable and unacceptable. Plus they want to charge me $20 to mail my money order back which is absurd to mail a peice of paper.

  Business Response

  Date: 10/06/2022

  We reached out to this customer and explained our services. Their forms are processed based on their answers and there is some information that the customer needs to fill in (by hand) on the forms before they are filed with the court. When there are errors, like not adding a needed date, as part of our ***************** we reach out to the customer to let them know. If we send the forms to the court without the needed information, there is a risk the court will not accept the forms. One of our goals it to prevent this from happening.

  We did offer this customer different solutions and they chose the one suitable for them. We will continue to assist them through the process and we invite them to reach out to us directly if they have additional questions. 

  Customer Answer

  Date: 10/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am moving forward with their service and will see how it works out.
  
  Sincerely, William 
  
  ***************************

• Initial Complaint

  Date:09/13/2022

  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.

  Hello, I filled out the information on online divorce.com and immediately changed my mind after hitting submit as it was an irrational decision and I was not in the correct state of mind. I immediately sent an email requesting a refund and someone reached out and left a voicemail. When I spoke with someone they advised they would only be able to give me a partial refund. After realizing today I never received the refund I called and the representative said their is no record of my call and I am not eligible for a refund. All I am asking for is both payments back of $159 and $89.99.

  Business Response

  Date: 09/21/2022

  We spoke to this customer on the phone and explained our services and our refund policy. We reviewed with them what kind of refund they are eligible for. The customer understood and accepted our offer. We believe this has been resolved to the customer's satisfaction. 

• Initial Complaint

  Date:09/04/2022

  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.

  This is the 2nd complaint I am filing against this company, onlinedivorce.com, within a two month span. I paid this company for its platinum services. Each step in this divorce process takes longer than the specified 7 to 14 business days. After many calls to customer service with no results my last resort was to file a complaint with BBB. This worked and I received my documents within two business days. On July 20, 2022 I received notification via **** tracking that the company received my signed documents along with a money order payable to the county court. I have called customer service twice since this date and once again, each time, I was given the same scripted response of a 7 to 14 day time frame. It is now Sept. 4, 2022 and my spouse has still not received her documents to be signed. This company does not do as they promised and unless a complaint is officially filed will not move forward. I paid this company almost $600 for a platinum service that they have failed to provide. I am extremely upset and dissatisfied with this company. If it wasnt too late I would want a complete refund. I need this company to do as it promises and complete my divorce in a timely manner. I should not have to continuously call their customer service department only to be given the same scripted answers over and over and over again. This company should not be in business.

  Business Response

  Date: 09/07/2022

  On July 18th, when we responded to this customer's first ******************** complaint, we invited them to respond to our email if they needed further assistance. The email said, "Today I am reaching out to you to find out if we were able to resolve your concerns about your case, and if there is anything else I can do to assist you further. You can reach out directly to me to ask any questions you may have, and I will be happy to help." They did not respond to that email. It would be helpful if they would respond to that email so they can get a faster response to their questions or concerns. 
  
  According to **** tracking, their spouse will receive their documents on September 8th. Also, this customer paid $399.00 for our Platinum Service.