Complaints

This profile includes complaints for CompleteCase.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CompleteCase.com

  Seattle, WA 98104-7047

• 

  CompleteCase.com

  701 5th Ave Ste 4200 Seattle, WA 98104-7047

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:04/26/2025

  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.

  02/26/2025 I purchased this service. And now they said that they cant file for my divorce. I would like a complete refund for all the money that I spent.

  Business Response

  Date: 04/30/2025

  This customer did not provide the court filing fee, so we were unable to submit their forms to the court. They have decided not to continue with our services, and we are working directly with them regarding their request.  
  
  

  Customer Answer

  Date: 04/30/2025

   
  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:06/14/2024

  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 service takes money from you and claims you have more important information needed. I have went in circles with this process and the same thing happens. It has not been a week and I requested a refund and they are refusing to provide me my money.

  Business Response

  Date: 06/24/2024

  We contacted this customer and resolved this matter directly with them. 
  
  As part of our service, customers need to ********************** and accurately answer the questionnaire from their account. The information requested is required to ensure their forms are processed accurately.

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for services to file for divorce in *******. The forms I received where not completed correctly and did not take into account that my X other half needed to be served with two papers not just one and that would make the affidavit of service form completely incorrect. I contacted them after filling out my own papers saying this and the fact that I did not use theirs asking for a refund which they have denied me.

  Business Response

  Date: 06/11/2024

  We have been in contact with this customer and explained they fully utilized our services by accessing their account and the resources therein, completing the questionnaire, and using our software to generate their divorce forms. The software generated their forms based on their answers. However, some sections of the form(s) that our software does not (cannot) complete must be completed by the customer. 
  
  We also explained that the server is supposed to fill out the Affidavit of Service since they are stating what they served on the defendant.

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21817394
  
  I am rejecting this response because: Their website says 100% satisfaction guaranteed

  I am not happy with the services and have attached the form the I filled out (1 of 6 forms) for you to show changes needed 

  all the papers done by the company were not filled in even with the information that I had previously given them

  The whole reason to hire someone is because you dont know enough about it to do it your self

  So with these uncompleted forms I needed to drive an extra 450KM and take another day off work to go change all forms

  A refund is in order

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

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for help with my divorce, but I could not use their services because I have not lived in ******* the past 6 months. I asked to cancel but they are charging me. They did not ask me the questions relevant to my case and I think it was deliberate. Either way they would make a profit if they rendered services or not.

  Business Response

  Date: 07/17/2023

  We worked with this customer regarding their refund request. We explained our policy and their refund eligibility. We reminded them the activation fee is non-refundable. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20307443
  
  I am rejecting this response because:  I called the company prior to purchasing and asked the questions regarding what they offered.  It was only after I paid that I found out I could not file my divorce in ******* if I had not been a resident for at least 6 months.  This was not told to me when I called to find out about their services. Now theyre trying to keep my money for doing nothing. I called them immediately after signing up to explain I could not use their services, so I never completed my profile because I could not complete it because of the resident question.  They deliberately leave this information out to scam customers. 

  
  ***********************************************

• Initial Complaint

  Date:06/21/2023

  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 first went on to their website. I filled out the questionnaire and it stated they could help me, so I paid the fee $299.00 and after getting signed up I was asked to fill out the form and when I got to the point of spouses location(which I stated I did not know on the initial questionnaire) and have been going back and forth on multiple emails (which I have) and they werent helping me get beyond this point and I requested a refund and the last 2 emails from them claiming I had used their services and do not feel they owe me one.

  Business Response

  Date: 07/03/2023

  We explained to this customer our post-purchase refund policy and that we have a non-refundable activation fee. We also offered a fair resolution. However, they said they would not accept our offer because we would not give them everything they requested. Our offer is still available to them, should they change their mind. 

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20215997
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began the process of a divorce using Complete Case around March of 2022 and over a year later, progress is at a standstill. Their advertised rate for an uncontested divorce is deceitful in that it only covers access to the platform for 30 days but following the initial 30 days there is a $40 per month fee. It is apparent that they are taking their time due to the monthly fee, increasing their revenue. On top of the issue regarding cost, it is nearly impossible to reach anyone in the customer support department for this company. The progress map was showing that certain documents had been received and were being filed with the courts but soon after the progress got moved back a step without explanation or notice. There is a major lack of communication from Complete Case as well as a concern of trustworthiness for handling a legal matter.

  Business Response

  Date: 06/07/2023

  We have made multiple attempts to contact this customer, but they have not responded to us. 
  
  There is an optional monthly subscription fee the customer can pay to have access to their account. They can cancel their subscription anytime if they no longer need account access. As part of our ***************** we need specific things from the customer and their spouse. If we do not receive them, we cannot proceed. We have addressed these matters, via email, with this customer and are happy to assist them once they respond. 

• Initial Complaint

  Date:04/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On their site, they claim "Our fast-and-friendly online tool guides you through a seamless process giving you access to your completed divorce forms in as little as 20 minutes." I paid $299.99 for this service. I filled out all the questions they provided. Their marketing is deceptive and customer service was horrible.In a nutshell I paid $299 to have them tell me they wouldn't look at my documents because I didn't wait for them to mail me forms and instead printed them from their website and mailed them back. So essentially, I paid to print out the same forms I can get online for free.

  Business Response

  Date: 04/21/2023

  We called and talked to the customer. We addressed their concerns and resolved this matter. 

• Initial Complaint

  Date:11/14/2022

  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.

  On their site, they claim "Our fast-and-friendly online tool guides you through a seamless process giving you access to your completed divorce forms in as little as 20 minutes." I paid $299.99 for this service. I filled out all the questions they provided. The forms I got back from them had several mistakes that were made on their part. These mistakes could have cost me thousands of dollars if not tens of thousands if I didn't catch them. This broke my confidence in their ability to do what I paid them for. I found out the forms that I would have "access" to were password protected so the only way I could correct their mistakes was to go through their representatives whom I no longer trusted to help me with my divorce. I tried talking to their customer service about either providing me with the password to the PDFs I paid for so I could hire a paralegal to make changes or for them to give me a refund. They refused to do either one. Their marketing is deceptive and customer service was horrible. I've disputed their charge with my bank. I just want people to be aware of how they do business.

  Business Response

  Date: 11/21/2022

  We called and spoke to this customer. They expressed their concern to us and we let them know we could assist them with the changes they need to their forms. However, they opted not to continue using our service. We respect their decision. We let them know if they need further assistance, to reach out to us directly. They thanked us for the call and said they will contact us if they need anything else. 

• Initial Complaint

  Date:10/11/2022

  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 wanted to file a divorce. I gave them the information necessary. I was not advised what the cost was going to be until I explained the situation. I was instructed to complete a form and I would be contacted. Next I was giving and amount of $299.00 plus a $20.00 mailing fee. I decided not to file the divorce and my husband and I will be doing marriage counseling. I requested a refund on 9/4/22 I received $20.00 refund. I had requested a full refund. I was advised I could not get refund because form were completed. I gave them info they needed never did I go into there website. I have been emailing there customer care department and get different answers. I cant get a refund because I was over 30 days which I was told to wait at one time by one of there customers care people. All I want is my $299.00 back because I was dissatisfied how this was all handled. I feel they have been giving me the run around in order to frustrate me. My ID#******* . I did inform them that I did not need their services.******************************* ******************* ************

  Business Response

  Date: 10/25/2022

  We appreciate this customer's feedback and we do apologize for the frustrations they experienced.
  We have been in contact with this customer. We explained that when our customers complete the questionnaire, they have rendered services and are no longer eligible for a full refund. We did come to a fair resolution with this customer and we believe they are satisfied with the outcome. If they have questions or concerns, we invite them to please reach out to us directly. 

  Customer Answer

  Date: 10/25/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is deceitful. On there website it states 100% guarantee or your money back. When I tried to resolve they denied a full refund. I contacted this company regarding help for a divorce. When I first contacted them they persuaded me into buying the speedy plan which is more ($) than the regular plan. They guaranteed a smooth speedy process and that was in December 2021. They took months to file my paperwork (April 2022). I had to call them to see the status of my case and they said they were experiencing a high volume of cases and that they were backed up. After they filed my paperwork, they told me i had to call and set up an appointment for my court date for a final decree, but failed to let me know the court had already assigned a date (in which they filed the wrong address) therefore, I missed my court appearance. When I contacted them again, they gave me another form to fill out which I had to file myself but that form was of no use. This company failed to let me know that each month they were charging me a fee for using their online service which I had no idea. I have called this company multiple times because it was not smooth or easy at all and each time it's always a different agent and I have to re-explain myself time and time again with no resolution. They did not provide me with helpful Information or tools. They stated everything was recorded and notated but refused to take any responsibility and always put the blame on me. In the end, I ended up having to file my paperwork by myself. I ended up paying altogether about $1,200 for my divorce which is still pending. I completely regret and encourage everyone not to contact this company, all they are interested in is making money. This process is already hard enough as it is and they have no compassion or understanding. They do not know how to explain anything and lack employee training. If they are a company dedicated on this profession they should at least know what they are talking about.

  Business Response

  Date: 09/21/2022

  We have tried to work with this customer and we tried to come to a fair resolution. However, they declined our offer. 
  
  The **************** they signed up for is not a "speedy plan." As part of our ****************, we print and mail the petitioner their documents. When we receive the documents back, we review them to ensure they have been signed and dated correctly before we mail them to the court for filing. Once the case is filed, we send the respondent their forms. Again, once we receive them, we review them prior to sending them to the court. Finally, we send the petitioner a final packet of documents with instructions on how they need to finalize their case. 
  
  This customer filled out the questionnaire. Their forms are software generated based on their answers. Apparently, this customer did not include her full address in her answers, therefore, her forms did not include the correct address. When the court notified her about the hearing, they mailed the notice to the address provided in the forms. This is not an error on our part. We have no way of knowing the correct address for the customer. The customer filled in the questionnaire, they also confirmed the forms were correct BEFORE we mailed them the forms, and they signed the forms prior to the forms being filed. 
  
  One thing to note, we ask our customers to provide shipping addresses, where they want us to mail them their forms and their spouse's forms. This is different than the address the customer includes in their answers to the questionnaire. It is not uncommon for customers to have one address in their forms and a different shipping address where they request us to mail them the documents for signing.
  
  The timeline of the **************** rendered is responsible. The service started in December and we sent them their final packet in April. Each time we received forms back, either from the petitioner, court, or respondent, we proceeded to the next step in a timely manner.  
  
  The monthly fees are debited from the card on file. If customers want to cancel their subscription, they need to do that from their account. This customer was refunded for two monthly subscription fees. At that time, the subscription was canceled and no more charges were made. 

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18053416
  
  I am rejecting this response because: There are so many more elements to my case that they are only basing this on a technicality. They did say it was a speedy process there are phone recordings where they clearly state that. I want a full refund ($500)as stated in their website. Under their false advertising. How can they advertise 100% guarantee or your money back if I am not divorced, I paid for nothing. 
  
  Sincerely,
  
  *************************