- Report: #1160639
Complaint Review: LegalZoom - Internet
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Author Not Confirmed
Why?
LegalZoom
Internet, USA
Web:
www.legalzoom.com
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LegalZoom If You Can't Get Something Done, Be Up Front About it Internet
I needed an LLC formed in order to comply with an upcoming contractual obligation. Having previously used LegalZoom to create an LLC in the past, I felt confident in using them again (despite the never ending charges that take an act of congress to cancel, but another story for another day)
I had four weeks to get everything in order. Just to make sure I didn't miss my deadline, I paid for their premium package which included expedited delivery service, which promises a 7-10 day turnaround as apposed to a 20-25 day turnaround. (For reference, the standard LLC I had ordered the previous year without the expedited service took about three weeks).
Here's what I understand: certain things are out of their control. They don't work in government offices, they just help the people like myself get the legal mumbo jumbo in order for submission. Government is slow by nature, all it takes to understand that concept is a trip to a post office.
Here's what I don't understand: Feeding your customer base innaccurate information in order to collect more money for an already overpriced service under the premise that you are actually going above and beyond to help. Unless you are 100% certain you can provide a 7-10 business day turnaround, don't advertise as such and then hedge your defenses with 10 pages of fine print on why I can't get a refund. I don't even care about the refund, I care about the time wasted and massive reprocussion this has caused me.
A great way to handle this would be the following:
Step 1: In the initial ordering process, kindly inform the customer in a clear disclaimer that so and so state you are attempting to file this entity is currently experiencing, or has a history of experiencing delays. A 7-10 day turnaround cannot be reasonably expected.
Step 2: If Step 1 is not an option, perhaps you could actually follow through with your promise to dilligently update the customer on the status of his or her order, a perk that is supposed to come with the expedited package.
Step 3: If Step 2 is not an option, maybe your integrity as a company should be brought into question.
I doubt I'll get a refund, resolution, or anything whatsoever. But if I can save one more entrepreneur from the pitfall of LegalZoom's "rush service" this complaint will have succeeded.
1 Updates & Rebuttals
LegalZoom
Glendale,California,
LegalZoom Response
#2UPDATE Employee
Mon, July 14, 2014
We do our best to make sure every customer is happy and it seems we fell short of that goal in this situation. I would like to extend my sincerest apology in regards to your less than pleasant experience with LegalZoom. It is very important to us to try and improve the situation when there has been a misunderstanding or dissatisfaction with our service. Please feel free to contact me via email at [email protected] at your convenience; I look forward to hearing how we can make this right.
