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  • Report:  #450828

Complaint Review: RocketLawyer.com

RocketLawyer.com Charges for "free" trial after canceled within time limit. San Francisco California

  • Reported By:
    — N. Hollywood California
  • Submitted:
    Tue, May 12, 2009
  • Updated:
    Sat, January 04, 2014
  • RocketLawyer.com
    182 Howard St, #830
    San Francisco, California
    U.S.A.
  • Phone:
    877-757-1550
  • Category:
    On-Line Business
*Author of original report: Update *UPDATE Employee: Confused by pre-authorization? *Author of original report: Good and Bad *REBUTTAL Owner of company: RocketLawyer

I got an email offer to try their service. The services offers various things including Free Legal Help and on-line legal form creation. I was, at the time, working on a new contract for my business so I gave it a try.

The offer was to use a "trial subscription" to their services, free for five days.
during the sign up process, they require a credit card number. (first clue, duh!) they also state that "THE CARD WILL NOT BE CHARGED" unless you do not cancel in time.

I used the service to attempt to build a contract but it was too constrained for my needs by the templates they offered. I immediately canceled the account and received a confirmation of the cancellation with a number. Low and behold, while checking my bank account this morning, there is a charge from them for $39.95.

I email their support and called their number. Only a message machine on the phone (and no call back) and no response from the email.

Maybe a "mistake" on their part but I think it's a scam to capture money from those that don't track their funds that closely.

Dana
N. Hollywood, California
U.S.A.

4 Updates & Rebuttals

bentash

McDonough,
Georgia,

RocketLawyer

#5REBUTTAL Owner of company

Sat, January 04, 2014

I read the rebuttal by RocketLawyer, but there is NO link on the website to cancel a membership. No one answers the phones, no response to emails and their method for cancellation DOES NOT EXIST!

Dana

N. Hollywoo,
California,
U.S.A.

Good and Bad

#5Author of original report

Tue, July 20, 2010

First, I applaud you for trying to improve the process and make it clearer.


On the other hand, you lose for actually responding to this over a year later.  Nice customer service! NOT!

This was the caliber of response I got when I tried several times to sort this out directly with you. NONE  Only then did I resort to posting on RipOffReport in an effort to warn others of the potential scam and very poor service.  You really need to step up your game if you plan to make it go well.
DanaB

Jen Mazzon

San Francisco,
California,
United States of America

Confused by pre-authorization?

#5UPDATE Employee

Tue, July 20, 2010

Dear Dana,

The $39.95 amount from Rocket Lawyer that you saw on your credit card was most likely a pre-authorization rather than an actual charge. (Pre-authorizations lower your outstanding credit, but you don't get billed for them.) Since you posted this complaint, we've made several changes to prevent confusion over pre-authorizations:

1) We now pre-authorize only 1 penny. You still don't get billed during the trial period, and your outstanding credit is decreased by only $.01 rather than the full amount of the subscription. 

2) We have posted our toll-free phone number and hours of operation at the top of every page of our site (www.rocketlawyer.com). so that folks can easily contact us with any questions, concerns or issues.

Here at Rocket Lawyer, our mission is to make legal services easier and more affordable for everybody. We hope that this information addresses your issue, and that you consider coming back to us in the future!

Cheers,

Jen Mazzon
Sr. Director, Rocket Lawyer

Dana

N. Hollywoo,
California,
U.S.A.

Update

#5Author of original report

Wed, May 13, 2009

They contacted me by phone finally. They apologized for the apparent error and explained that it was a "pending charge" only.

IMHO, it should have NEVER been run at all until the 5 day free trail period had expired without a cancellation.

As of this AM, the charge had been removed. I find fault in their procedures of dinging your account "just in case you want to continue with their program". A poor practice that puts the client at a disadvantage. Also smacks of the scheme that many scammers use to take advantage of people that are not as diligent at tracking the charges on their cards and "forget" to cancel in time and thus incur a charge that they were not expecting or had forgotten that an active cancel was required.

I would suggest that they change the policy to just have the "5-day free trial" expire and be non-functional until approved and the fee paid.

Dana, North Hollywood CA

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