Complaints

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:02/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted off the record to have them help me beat a traffic ticket they off a 100% money back no questions asked if they can't be at the ticket the attorney and the people at off the record were completely slow at notifying me about anything about my case. Before I hired them I would've had to take a driving school and pay and 150 fine they were suppose to be at the ticket instead now I have to take the driving school and pay a 300 fine and they are refusing to refund me. I paid them to be at the case not make it more expensive and there no refund selection states they refund me if my fine is more expensive then the service they never provided and it is

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 OTR to handle my traffic case on November 1st. The lawyer assigned to me had a negative attitude and was irresponsible. For an entire month, every time I inquired about the case progress and expected outcome, I received no response and never had any discussion with the lawyer regarding my case. Then, on November 25th, they abruptly informed me that they had reached an offer with the court: a NOLO plea, with the fine amount unchanged and still facing the risk of points on my record. They told me this was the final decision. I was extremely dissatisfied because they never consulted me when negotiating the final outcome with the court. Due to my dissatisfaction, I withdrew the case and hired another lawyer to handle it. I requested a refund from ***, but they refused, claiming that the lawyer had secured an offer that was not available before. I find this unreasonableif they had reduced my fine or points, I would have understood. However, they did nothing to improve my situation and still refused to issue a refund, which I believe is unfair.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 agreed to hire a lawyer through the company Off the Record. I paid Off the Record $305 on 8/8/2025. The lawyer assigned to my case completely ignored my case/trial allowing it to go into collections with the court system in October of 2024. I have made Off the Record aware of this situation through their online chat service because they offer no over the phone service for their already paid customers. ********************** states the lawyer has preformed billable work (which didnt happen) and wont grant a refund.

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 scammed me out of 600. Charged me upfront and my assigned lawyer never responded and they never refunded me or even reached out to me.

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 are a service to higher traffic attorney with a money back guarantee. Reached out to them the same day I had a traffic violation. They gave me an attorney that cost $200 for my $150 and one point of alleged 75 in a 55. I made it very clear not only was I not speeding to the attorney but provided the location I was pulling out of and the location I was stopped as it was not even physically possible. While the attorney hardly would respond to me and took over a month to respond. Finally the day before my court date he sends me a message through the off the record app and says he got me impending traffic and said I didnt have to show up to court. As I keep insisting to him I should be fighting my ticket completely not getting it reduced. Which to he would respond with comments like it doesnt work like that so now I had to pay a $180 ticket I could of and should of fought myself and pay $200 for a attorney who did not take my case seriously. I attempted to reach out to off the record on receiving a refund and they said the attorney completed the service I paid for and the refund is only good for 24 hours which is not what they advertised or what I thought I was paying for. Now I am left $380 in the hole on a ticket that should of been no issue for a attorney who actually took his cases seriously

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 September 22, 2023 I received a speeding ticket for going 16 - 25 mph over the limit in ******, **. I contacted Of The Record based on their website and the ease it seemed to offer in taking care of my ticket. They took the case and charged my credit card $360.00 and I was understanding they would handle going to court for me to get me, no fine, no ticket to appear on my driving record and insurance rates would not be affected. Several months passed and I never got anything in the mail about a court appointment and I contacted Off The Record and was told it might not have been filed and in that case there would be no court but to wait until a full year because it could still get filed and they would represent me. If no court action was needed I was to receive a full refund after the year. A year passed and I received notice from *** telling me ticket was completely dismissed and it was never filed. They refuse to give me a refund though they did not have to hold up their end of the deal which was to go to court and represent me in getting the ticket taken care of or best results for my records. They claim they earned the money because they kept the case open for the year and checked online to see if the case had been filed. I feel this is very unfair and deceiving from how their website and their employees tell you it is many times a person gets a full refund. A very expensive experience and I advise caution in using this company. I feel very strongly they owe me a full refund.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a speeding ticket on May 31st and enlisted services of Off The Record to fight the ticket. Off The Record connected me with the Law Offices of **** S. *****. **** was not responsive to my many attempts to discuss the case with him and did not appear in court for my court date, despite assuring me he would work out a plea deal with the prosecutors the week prior. I followed up with **** on August 6th to ask about my court date and he told me he would let me know once he had it. The next day he told me that the case was pushed back due to a mailing issue, however did not provide a new date. I followed up 3 times for the new date with no response. After waiting a month with no response I called the court directly and was told that the original court date was August 6th - the same day that I followed up and **** told me he would let me know once he had it. This delay has cost me 5 months of aging to my points. I contacted Off The Record through live chat and they told me that the court makes mistakes and reschedules happen all the time. While I understand reschedules happen, I do not believe this happened in my case, especially considering how difficult it was to communicate with **** and the fact he messaged me on August 6th unaware of when my court date was. The Off The Record *** did not apologize or acknowledge that it seemed odd that **** was unaware of my court date on the day he was supposed to appear in court, and instead told me they would contact the lawyer and closed the live chat on me. Despite this Off The Record are not offering a refund or to provide a different lawyer.

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 feel as soon at the attorney heard I was okay with doing a quick deferred that's all he needed to hear to get the case done as soon as possible. My ticket had a wrong car year on the ticket. The ticket should have been claim as invalid since it was a legal document that had an error. Officer should have been asked about the error and my ticket should have been thrown out. In my eyes it's not really a win. After looking at the cost of me doing it versus using the off record to get the same exact situation I ended up paying more doing the off record by a few dollars. I do like the app and it's a great resource but I feel taken advantage of big time.

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The company falsely advertised a 100% money back guarantee. Terms around the guarantee were on the company website, but not available when looking at the specific advertisements that were presented to me. Certain terms would result in the company actually ever providing the money back. In my circumstance, I paid $400 for them to win my speeding ticket case. They lost and are saying it is a win because traffic school is available to me, but I could have simply elected to go to traffic school for free and not involved them at all.

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 3, 2024, I engaged Off The Record for legal assistance with a traffic ticket, paying $220 under the understanding that if unsuccessful, a full refund would be issued- case ID: ***********. Despite providing all necessary information and documentation, including a court offer for traffic school, after a four-month wait, the attorney informed me that there was no reduction in fines and I still had to attend traffic school. Given that this outcome mirrored my initial situation, I consider it a failure of the service. Off The Record's assertion that this outcome constitutes success, despite the preexisting option of traffic school, raises concerns of misrepresentation. Transparency regarding their definition of success and the necessity for attorneys to provide warnings when a case already has a traffic school option would mitigate such issues and prevent potential misunderstandings for future customers.

  Business Response

  Date: 06/24/2024

  Hi there, 

  Thank you for reaching out. We apologize that you have had a negative experience with Off The Record. We'd like to take the opportunity to provide some clarification for you. 

  The average traffic case takes between 4 and 6 months to reach a resolution. In certain states, this can drag on for 1- 3 years! Your attorney kept in contact with you and provided updates as information was available. There are no records of phone calls, emails, or text messages from you until after the case had been resolved. You did not reach out our customer service team with any complaints or requests for help for the duration of your case. Our staff is always available to answer questions, provide support, and help facilitate communication with your attorney if needed. 

  It appears you misunderstood our money-back guarantee. We pride ourselves on having our money-back guarantee displayed prominently on our website in plain-language. We don't feel it is fair to bury this information or write it in complicated legal jargon. This information is also in our terms of service, which you accepted upon booking. 

  You can review our MBG policy on our website, here: *******************************************************
  You can review our terms of service on our website, here: *******************************************************
  
  Our money-back guarantee states: 

  Our partner attorneys will not provide a refund if:

  1. Your ticket is dismissed, amended to a non-moving violation or deferred
  2. You received the ticket in a state that has a point system, and the points associated with your ticket are reduced
  3. The attorney gets you a deal that wasn't previously available
  4. You are able to keep the ticket off of your record by taking traffic school or a defensive driving course
  5. Your fine reduction is greater than, or equal to, the legal fee that you paid

  Since your case was resolved with traffic school, you are not eligible for a refund under our money-back guarantee policy. In **********, most defendants waive their right to traffic school when they elect to fight the case. Though you may have been able to take traffic school right when you got the ticket, your attorney had to fight to get this back when they were in court and the judge wasn't willing to agree to a further reduction. Our partner attorneys always aim for a full dismissal, but this isn't always possible. Negotiating to get traffic school back for the driver is seen as a last resort attempt to protect your driving record and insurance rates. 

  Further, your attorney shared information with you on the day of your trial date that indicating what happened in court and why the case was resolved in this manner. We cannot share this on a public facing website. Please sign in to your OTR account to review these details. 

  I recognize this wasn't the outcome you were hoping for. We wish we could win them all! All information indicates that your attorney upheld their professional and ethical responsibility within the scope of their role in this case. Off The Record responded in a timely manner and upheld all policies in accordance with our terms.