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:04/01/2024

  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.

  They offered 5 attempts to serve documents, but many of my questions, and several requests for a call before the 5th attempt went ignored (I sent many emails were sent 2-3 times for lack of response). The result was a failure to have the documents served.8.28.2023 I submitted a request for service, no response 9.1.2023 I submitted the documents again, no response 9-11-2023 I inquired about the status and was informed that 3 of 5 attempts had been made. I sent msgs 9/12 & 9/13 "Please have the server call me", with questions.9.13.2023 They responded, in part: ". . . The server is still attempting to serve . . .9/13 I responded with questions and "Please have the server call me before another attempt is made."9/13 They responded, "If you have any instructions you would like to provide to our server, please do reply to this email with them and we will forward those instructions to our server". 9/13 I responded with more questions.9.15.2023 They responded, in part: "The server has made 5 attempts to no answer on all attempts."9.15.2023 I responded, in part: ". . . asked that the server call me before further attempts were made. Please send me the proof/documentation of the attempts so I can submit it to the court".9.18.2023 I asked for a refund 9.19.2023 They said they would not issue a refund.9/19 I responded, "To be clear, I am not satisfied. My questions were not answered, no response on some emails . . . I also have not received the Letter of Nonservice on your company letterhead. These are the reasons I am asking for a refund."11/7 I asked them to leave the documents at the door 11/9 They said, "You left us a 1-star ****** review and now expect us to make an additional attempt to post the documents? Thats very bold of you.Heres the deal. Well post the documents but not until you agree to permanently remove your 1-star ****** review. Let me know if you agree with that arrangement. Thanks,***********************"

  

  Business Response

  Date: 04/18/2024

  Customer claims that we did not respond to her 8/28/23 email. This is false. There was no email to respond to as we have no records showing receiving anything from this client until 8/30/23. The service documents were finally received by our office Friday, 9/1/23, after business close.
  As we do with all new clients, we informed this customer that could attempt service of her legal documents on a routine service up to five times for a given fee and that prepayment is required. This is exactly what our company did.  After finally receiving payment on 9/6/23, we proceeded to attempt service five times from 9/7/23 to 9/13/23. Unfortunately, the given address was an apartment building with a locked lobby and buzzer system in place. There was no response via the buzzer on all attempts.
  The customer emailed us many times over the course of this service. In fact, she sent 23 emails with the majority of them being sent in early September 2023. After service attempts had started, the customer did make the request to have the ********************** server call her. On the morning of 9/13/23, our office responded to the customers request in which we clearly responded, If you have any instructions you would like to provide to our server, please do reply to this email with them and we will forward those instructions to our server.  It is our company policy that the process server does not have direct contact with the client. We never received further instructions for this service prior to the final attempt being made the evening of 9/13/23.
  When clients have had direct contact with our process servers, it has, at times, proven to be bad business practice as there have been disagreements over what instructions or comments were relayed. Therefore,to eliminate any he said she said scenarios, company policy requires all requests or information to come through our office first, in writing, so there is no doubt what should be done and instructions are known to all parties involved. We tried to tell her this to no avail.
  We are a process serving company that serves legal documents to individuals and businesses. In this case, our process server made diligent service attempts in good faith and we produced an affidavit of non-service for the customer that reflects the efforts we made upon completion of the service.
  Customer also claimed that she did not receive Letter of ************ This is false. After the service attempts were completed, we asked the client how she would like to proceed. On Friday, 9/15, after business hours, the customer requested we send her proof of attempts. We generated the affidavit of non-service early the following week and on 9/19/23, we e-mailed and mailed it to the customer.
  Two months after the service attempts were made and the affidavit of non-service was forwarded to the customer, the customer emailed several more times to voice her displeasure about the service. In an attempt to resolve this, on 11/8 we made a goodwill offering to make one more service attempt and post the documents to the door if not served something we did not have to offer or do. She refused to accept this offer. In fact, this very offer is stated in her complaint. In addition, had the customer told us that we could have posted the documents after multiple attempts when submitting the service to us in the first place, we could have done that. The fact that she requested this many weeks after we had already made our five attempts is not something we had to do at no cost. We would charge another service fee to any other customer who would have made such a request. 

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see ****'s response attached. I would accept if the company serves the documents via email to the Respondent's email address listed in the document, and send me an updated affidavit.

   
  Regards,
  
  L Flowers

  

  Business Response

  Date: 04/25/2024

  On 11/7/23, ******** requested that we make another attempt and post the documents on the door. On 11/9/23, we offered to do this at no cost. The customer chose not to take us up on our offer. The offer still stands.

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The documents should be served via email to the respondent's email address listed on the documents.
  
  Regards,
  
  L Flowers

  

  Business Response

  Date: 05/07/2024

  Service via e-mail (especially on a family matter) is not acceptable service. In other words, the courts would likely not see that a valid service. I suppose we could do it, but we would have to include a statement on that affidavit that we are following the clients instructions so not to assume any liability if/when the service is rejected.

  
  

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  

  The documents are to be served via email, and an updated affidavit should be sent to me. I will mark this as 'acceptable' once I receive the affidavit.
  
  Regards,
  
  L Flowers

  Customer Answer

  Date: 05/10/2024

  Good morning *****, are you able to follow up with **** to see if they served the documents via email?

  
  

  I still have not received the updated affidavit.

  
  

  Customer Answer

  Date: 05/20/2024

  I have not received the requested document. I have not heard from the company. 

  
  

  This again is the same behavior as in previous interactions.

  
  

  I am not satisfied with this situation.

  Customer Answer

  Date: 05/21/2024

  **** is again saying he will finish the job only if I delete some review online. I paid for this service, and he's refusing to complete the job.