ComplaintsforDivorce.com

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired divorce.com to help me prepare paperwork send the paperwork to my spouse for her to sign and file the paperwork with the court I started this transaction February 5 of 2024. I have reached out several times to customer service and my case manager through emails and phone calls. It took forever to get the paperwork prepared correctly and I have been trying to get in touch with my case manager through email with no response. I have called customer service and left messages for her to call me with no response, I feel like I have wasted $1500 with a company that all they did was just print paperwork and mail it to me when I couldve done that myself they have not stuck by their word and helped me with the steps as they should have as I paid for I am asking for a full refund of what I paid them plus the court cost that I have already mailed in order. I am actually having to hire a real attorney to help me with this process. I shouldve known better than to use them anyway due to their reviews, but I wanted to give them a shot.

  Business response

  09/03/2024

  We strive to give each of our customers excellent service. We are sorry to learn that this customer's experience has been less than satisfactory.
  We reviewed the account history and saw that the case manager for this customer made multiple attempts to communicate promptly, made herself available by providing a link to her calendar so he could schedule calls with her directly at a time that conveniently works for him, and connected with him via Zoom for his workshop.
  
  After receiving this BBB complaint, the case manager talked to him. She reminded him of our process and told him what we needed to proceed with their court filing. He told us about some technical issues he experienced, which we have looked into. We are still working with him and will continue until this matter is resolved.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for an assisted divorce. The papers that they sent me and my spouse were not legitimate. The county clerk would not accept them. I have tried to ask for a refund, but since I didnt do it within the appropriate timeframe, they denied it. *** had to hire attorney due to the seriousness of my divorce, and they will not work with me knowing they took too long to mail out my paperwork for me to realize it wouldnt work in court and I couldve for the same papers off Texas law help.com

  Business response

  08/14/2024

  We contacted this customer and gave them an outline of events, including timelines and services rendered. We explained how they utilized our service and requested additional information from them. We have not heard back from them yet but are happy to continue assisting them when they respond. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 05/03/24 after having reviewed their website and taken their initial assessment quiz (in which I was told that they would be able to help me in my case) I signed up and paid for their we file for you package, which consists of filling out the Illinois divorce paperwork and the filing of said paperwork. The initial draft they submitted was missing information due to the Illinois divorce form having sections that their website questionnaire didnt. After days of going back and forth with the customer support team the forms were manually edited. During that same time, I was advised to contact an attorney through their help center due to them not being able to guarantee that their forms would be accepted by the court and that if I wished to proceed I would not be eligible for a refund. I contacted an attorney through their help center, and the attorney advised me to hire an attorney and not to file through Divorce.com. I sent their customer support an email advising them of what the attorney had said and requested a refund. I received an email stating that they wouldnt be issuing a refund due to the time that had passed. I again emailed the support team and requested a refund due to the fact that they were not providing me with the services I had paid for. After 2 days, I received an email stating that a refund of $250 would be issued to me to which I never agreed to. I paid $749 not including the fee I had to pay to use their help center. Im requesting a full refund due to the fact that they initially stated that they would be able to help with my case but have done a poor job. From filling out the initial paperwork and then stating that they couldnt guarantee that the courts would even accept the paperwork to not even filing the paperwork with the courts. Therefore not providing me with the services I had paid for.

  Business response

  07/01/2024

  We contacted this customer and invited them to review our refund policy, which can be found here: ***************************************
  
  "We provide significant services beyond the generation of your divorce forms. Answers to common questions, filing instructions, and customer care provided while using our site are just some of the valuable services we provide. For this reason, we unfortunately cannot ***** a refund in cases where a customer has accessed our post-purchase services, including our ************ services, post-purchase questionnaires, forms, instructions, and customer care center."
  
  This customer utilized our post-purchase services (e.g., completed the questionnaire and downloaded forms). We are happy to continue to assist them with any manual changes needed to their form(s) and explain what information we need to proceed. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a self-service to file for a divorce with this company. The amount advertised was different from what I was charged. I also tried to cancel the service the next day, it was listed as a 10-day cancellation. I never receive anything for the $1499 I was charged, and I did change my mind on the process immediately. I did use Affirm to finance the purchase and also reached out to them to request a refund, they never heard back from the merchant.

  Business response

  05/22/2024

  As you can see from the attachment provided by the customer, we have made multiple phone call attempts and have promptly responded to her emails. We want to talk to her on the phone and have explained why in our emails. 
  
  We explained to this customer how she utilized our post-purchase service. She completed the questionnaire, and before she submitted her answers, a large pop-up window appeared that clearly said, "No refunds after submission." She continued to click on Submit for Processing, and her forms were processed. 
  
  Our refund policy can be found here: ***************************************
  
  We are still willing to work with this customer and ask that she please respond to our email and schedule a time for us to speak with her on the phone. 

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was LOOKING at their website looking at my options. The way I understood their website IF I filled out the paperwork online they would charge me $1000. So....I got in looked through and signed up to pay with Affirm to make payments, understanding that I would not be charged until I filled out the paperwork. So I sent them a email stating it was too complicated and I am just going to hire a lawyer because I did not understand their site. They responded no refunds, even though I have not filled anything out and explained it was not understood clearly. SO now I am in the hole 1000 for not doing anything but looking at their website. I caught this charge within 30 days and contacted them, they told me I could only be refunded in 10 days even though I did NOTHING. I would have told them immediately that night if I knew that they were going to charge me. I am sorry I am busy with a life and a business I run. This place is fraud and totally not right for taking money for NOTHING. AND I have to get a lawyer because I still don't understand their website and dont have time.

  Business response

  04/29/2024

  We have contacted this customer and are trying to schedule a time to call them. We are still waiting for their reply. Once we hear from them, we will happily work with them to resolve this matter. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on this company website to file for a divorce, after calling trying to get answers customer agents can't answer the questions, I paid $749.00 I did answer questions online but wasn't too sure if this is right this my first divorce, I decided to cancel my service but agents didn't want to help me even if the website stated that on day 10 if you not happy they will refund you. A supervisor reached out and stated no refund after going on Instagram I got a refund of $250 mind you no paralegal contacted me and never received paperwork in my hand now I have the balance to pay and try to find me a local divorce lawyer who can actually help me and answer my questions, it's not fair they kept a big portion of money but never got the help I needed with questions that I had they could have charged me $250 and give me my balance since they didn't do any thing but generate forms online which was never send out only filled online the questionnaire

  Business response

  05/02/2024

  Please keep in mind we are not a law firm, we are not attorneys/paralegals, and we cannot give legal advice.
  We called and spoke to the customer. We explained our services, and we were able to answer their questions. This customer downgraded to our DIY Paperwork package and was refunded the difference between it and the original We File For You package they purchased. They fully utilized our *************** by completing the questionnaire and downloading their forms. 
  Our refund policy can be found here: ***************************************

  Customer response

  05/02/2024

   
  Complaint: 21564942
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  05/02/2024

   
  Complaint: 21564942
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Divorce.com requires payment upfront to fill out forms with an online questionnaire. First red flag, I called to ask a question about missing information on the questionnaire and ******* gave misinformation and said they would fix manually after I submitted the questionnaire. I was told they would send an email on 3 different phone calls to fix which they never did. I then called again and they said to send an email to them. The response says they will get back to you in 1-2 business days which they NEVER do. After 2 callbacks and the same runaround without the items being corrected, I requested a refund well within the ********************************************************************* even submit them. Same response every time I call, we will get back to you in 1-2 business days which they NEVER respond. I was told my one rep that I would receive a refund because forms were not corrected or submitted. Then I was told that they could not refund because they sent forms to me for approval. That would mean NO ONE ever gets a refund since you can't do the questionnaire without paying in full! This company is not legitimately taking care of their customers, it is a SCAM.

  Customer response

  02/29/2024

  I was finally able to reach the appropriate person after complaining several times and they are in process of refunding me the funds. They are supposed to follow up next week. Thank you.

  Business response

  03/05/2024

  We talked to this customer on the phone and resolved this matter with them directly. During our call, the customer provided us with some good feedback on their experience, which we are using to help us improve our service and make it more enjoyable for our future customers.  
  We did try multiple times to email this customer, including an email with the manual changes they requested. Unfortunately, every email we sent was bounced back to us. We were able to receive emails from the customer, but we could not send emails to them. We are unsure why this happened. 

  Customer response

  03/05/2024

   
  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

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 14 January 2024 I attempted to file for divorce through divorce.com. More than a month had passed and they still had not filed for divorce. I ended up filing for divorce myself around 21 February 2024. I received no divorce from Divorce.com but now that they have waited out their 30 day refund limit they want to charge me full price. I'm not paying them $700 for not fulfilling their end of the bargain. I have also never finished filling out their paperwork yet somehow the 30 days started before that happened.

  Business response

  03/01/2024

  We have been in contact with this customer and believe we have fully resolved this matter.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/08/2023. I purchased a package to handle my divorce..I canceled within 5 days and they have refused to give a refund they dont even provided the service that I need and refuse to repond to emails.

  Business response

  12/26/2023

  We have been in contact with this customer, and believe we have fully resolved this matter. We encourage them to contact us directly if they have any questions or concerns. 

  Customer response

  01/02/2024

  They dead wrong  They have there cancellation policy in HUGE font.. They denied my case and because I asked a question on why they where going to deny my case them they tried to bully me out of my money...

  Please make participation for an A or A+ rating more than a payment 

   

  and Im STILL waiting on my refund from autobidmaster

• Initial Complaint

  12/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business uses pernicious tactics to extort people getting divorced. They refused to give me a refund when I was within the 30-day window because I had put my information into their questionnaire. I requested a refund because I needed to itemize my debt for my divorce and their site didn't support this functionality. They told me it had to be manually done by one of their team members. So, I waited for my forms, found errors each time, and had to wait 2 days every time they corrected an error ... something that computers can do automatically at no extra cost, but they've introduced a 2-day delay that users must pay $50/time they want to avoid. The 2-day delays added up quickly, and before long, I was unable to get any refund at all as 30 days had elapsed. In the end, I am filing my divorce manually, and a month later than I had wanted to file.

  Business response

  12/11/2023

  We emailed this customer and are happy to work with them on a fair resolution. We invite them to please respond to our emails to resolve this quickly. 

*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. ↩