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:09/20/2022

  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 June 21, 2022, I completed the questionnaire and began the process. I received a phone call from a rep whom I gave my debit card info to start the process. On 6/22, I paid $299 for the base product and an $49 for expedited service. Later, on August 2, 2022, CompleteCase.com made a $39.99 debit to my bank account for their continued platinum service. CompleteCase finally sent all documents to me, I returned all paperwork, signed & notarized the same day that I received them - July 20, 2022. They were received by CompleteCase on July 25, 2022. After a couple weeks had passed, I started calling. I was told they were in a queue to be reviewed, to allow **** business days. I called again, then I was told ***** business days. Its now September 20, 2022, and nothing has been done toward the case and I am still being told to allow the ***** business days.

  Business Response

  Date: 09/28/2022

  We have reached out to this customer and addressed the time delays and offered an apology. Although we cannot go back and change the past, we are doing our best to improve, as we move forward. We did send this customer's documents to the court. We also reached out to the customer and explained that the expedited service they paid for does not expedite the Platinum process. The expedited service only impacts the time in which their forms are available to them, once they have completed the questionnaire and submitted their answers. Instead of waiting 48 hours for their forms to be ready, they are available within an hour. 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18049598
  
  I am rejecting this response because:

  This service is to be processed in **** business days; it took from July until the middle of September.  This is NOT the service they advertise, not the service they sold me and not overall acceptable customer service.  They repeatedly told me that they would escalate the problem and nothing was done until I contacted the BBB about it.  Had I not contacted the BBB, I would still be waiting for the paperwork to be filed.   I have had to draft and file my own Separation Agreement and Finding of Facts/Dissolution of Marriage in order to be successfully divorced within the next month because its already taken CompleCase almost three months just to send the initial paperwork to the **************   

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

  Customer Answer

  Date: 10/05/2022

  They did send them to the court, almost 6 weeks lat.  I had to go to the courthouse and take my own separation agreement and subsequent forms to complete the filing and get the divorce finalized.  They have not done anything they were paid to do, other than mail a check to the clerks office.  

• Initial Complaint

  Date:08/26/2022

  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 signed on to this company to assist with my divorce and they barely communicate. You literally have to call and send numerous emails to get answers and the answers you get are incorrect. My ex was served his paper work which I was advised was filed with the courts per email but I recently got a letter from the courts saying nothing was filed and they don't have any paperwork. The letter also stated if I don't serve my ex by October, my case will be canceled. They keep replying with this tracking number where a label was created bur no documentation sent to the courts. They're purposefully sitting on my case. I called and asked for a supervisor who emailed me stating what's a good time to call. I advised the rep I can't use my phone during business hours and asked for a call back on my off day so I can go through this to get some type of resolve. So I emailed him two days and have yet to get a response. I want them to do what they advertised to do. File my paperwork with the courts. We paid our money and the documents are sitting on their desk because they refuse to do their jobs. Maybe filing this complaint will expedite the process. My spouse sent the documents back over a month ago so at this point we aren't looking for excuses but something to be done.

  Business Response

  Date: 09/02/2022

  The documents this customer is refereeing to were sent to the court on August 26th, prior to their filing this complaint. The tracking number we provided them shows the packet of documents was delivered to the court on August 29th. We have responded to their emails and we have spoken to them on the phone. We will continue to help them and answer any questions they have. 

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17778113
  
  I am rejecting this response because: I still have to contact them and literally hold their hand cause they wont call me and explain these confusing emails they keep sending me. I just got another email today that literally makes no senses since they're stating my spouse's docs are being refiled and another packet will be sent out to me. So i have to wait on the court now which is contradictory to the previous email I received.  I emailed them with questions and am awaiting a reply. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/14/2022

  We called and spoke to this customer on the phone. There was a language barrier which created confusion between one of our support members and the customer. We explained the steps we have taken, clarified what the email meant, and let the customer know how to contact us if they need further assistance. 

• Initial Complaint

  Date:08/07/2022

  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 paid for assistance with my divorce through CompleteCase.com.I filled out the proper questions on their website and paid $299.00 US. I received the forms back within 2 days.In looking over the Instructions it said that I have to submit a copy of my Petition, Marriage Certificate (long version), Seperation Agreement and Financial Statement to the courts. I called to ask questions the first time and was not able to get any help. I called a second time and spoke with a young lady. I asked her what a petition was. Never did this before so I wasn't sure. She was unsure. She looked something up and then just said it is what you are supposed to submit to get your divorce. After speaking to this person I realized I was potentially scammed by this company. On their website they boast about their Award winning team who can provide unlimited support and also stating that you have 30 days to use their site as well as call and get telephone support from experienced divorce professionals. (this is right in their 3 step process under How it works.When I took the forms to the courthouse to get advice the Commissioner of Oaths was reviewing my forms and picked up on mistakes on the forms. This was truly embarrassing. She also told me I have to fill out the financial statements which I was unaware of since I could not get any over the phone support I needed. My file was not only handled unprofessionally but I was told I would not be getting any refund even though it clearly states on their website of a 30 day Guarantee. It also says on their website that you can't get these forms on your government site. This is a lie. I was told by the lady I spoke to at the courts that you can find all forms and instructions on the government of NB website. Completecase.com lies to people to get their business and I want my money back or I will be posting this all over social media as far and wide as I can get it.

  Business Response

  Date: 08/23/2022

  We reviewed this customer's account and then reached out to them to resolve this matter. We believe this has been fully resolved to their satisfaction. If they need further assistance, we invite them to reach out to us directly. 

  Customer Answer

  Date: 08/30/2022

  Hello there,
  
  Complete Case.com has refunded all charges back to me.
  
  Thank you,
  *************************
  

  
  

• Initial Complaint

  Date:07/03/2022

  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 a divorce filing service from this company. After paying 568 dollars i received a call from one of their employees who had access to ALL of my account Info. He stated that the payment did not go through and that he would have to collect payment another way due to system being down. He provided me with all the account info youd need to be able to trust one. After paying it came that I was charged a total of **** dollars. After reaching out to the company I was told that we will get back to you soon never heard from them again. Either they give customer info to scammers or they allow their employees to steal from customers.

  Business Response

  Date: 07/12/2022

  We have been in contact with this customer and we have agreed upon a fair resolution. We will continue to work with this customer until this is fully resolved to their satisfaction. 

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17516911
  
  I am rejecting this response because:I have not heard from the company CompleteCase claims will issue my refund. However, when I do hear from said company which is called ******* and my refund has been issued I will edit my response and accept the resolution. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/18/2022

  We continued to work with this customer and we believe this is now resolved to their satisfaction. If the customer needs further assistance from us, we have invited them to reach out to us directly.

  Customer Answer

  Date: 07/21/2022

   
  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:05/27/2022

  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.

  I opened an account with CompleteCase.com on May 6th. I answered the questions on their home page to determine if it made sense to use their site, and it did. I was further encouraged by the "100% Satisfaction Guarantee" and the language on their site that says "we'll refund our fees within the first 30 days of purchase if you're unhappy with our services." Once in the site, I filled out the questionnaire and noted that there were not sufficient options to choose from for several of the questions. I called a ******** Service agent, who didn't seem to understand my questions but suggested I go ahead and file the paperwork anyway. After completing the questions to the best of my ability, I submitted the form, even though I had reservations about the questions not quite capturing my situation. I decided to go ahead because of CompleteCase's customer service agent's assuredness and mostly in light of the guarantee. They received my answers and generated legal paperwork. I went through this page by page and made notes where the forms did not seem to capture what I intended when answering the questions. There were multiple places in the forms where I noted errors or had questions, I reached out to another customer service rep to help me find answers to my questions. He didn't seem to understand my questions either, and simply kept insisting I needed to fix my answers and submit my paperwork without offering me any advice for how to solve for my questions.At this point, I decided that I needed to cut my losses because I didn't want to submit inaccurate paperwork, and I couldn't find a customer service agent who was able to discuss how to solve for my questions. I emailed CompleteCase on May 24th, well within the 30 days I thought I had, and received an email back telling me I was not eligible for a refund. I exchanged several emails urging them to reconsider before coming to the BBB. I'd like help getting them to fulfill their 100% Satisfaction Guarantee.

  Business Response

  Date: 06/03/2022

  We spoke to this customer on the phone and she was able to express her frustrations. We have noted what happened in her situation and we are providing training to ensure that future customers have a more positive experience. We believe we have resolved this matter to their satisfaction.