ComplaintsforSoloSuit, Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a summons and complaint out of the middle of nowhere and foolishly purchased the "premium" package from SoloSuit. SoloSuit charged me $542.00 which I thought seemed a little ridiculous but they claimed the filing fee for my court was $295 and I would get a review from an Attorney. Due to purchasing the premium package, I scheduled a meeting with the "reviewing" attorney to ask a few questions via ********. After scheduling the meeting, I received no call or correspondence from the Attorney and did not receive any instructions on how to contact the attorney. To make matters worse, I received court paperwork today from my district court that indicated they would not accept my answer as the filing fee was not paid. Included in the mailing was a generic check SoloSuit had issued to the court signed "GS" for the amount of $295. They wouldn't accept my answer because the filing fee was only $75. I got scammed out of $542, SoloSuit knew the court wouldn't cash the check. Should be an interesting court hearing next week. I tried to contact them via chat on their website and the chat said to email their support. I've emailed their support and haven't heard anything. I seriously regret using SoloSuit, don't make the same mistake I did. For $542 I could've probably consulted with a real attorney to draft my answer that would've actually gotten filed. This seems criminal.

  Business response

  07/10/2024

  We have gone ahead and resolved the issue with this customer through our help center. Our system had an issue with the correct filing fee, so we filed with the incorrect fee which is why the court returned the document. However, we have offered the customer a full refund for our services.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 10, 2024, I purchased a ******************** Package for $67.00 (Receipt #****-6021) online from solosuit.com. The Standard Package description on solosuit.com states or guarantees delivery in six to eight days. Today is the eighth day, and my documents are still not delivered, now past the legal deadline.On June 10, 2024, Team Solosuit emailed me the following:Well send you the tracking numbers for your documents when we mail them to the Court and opposing attorney.Today is June 18, 2024, eight days after my purchase, and I still have not received any tracking information or a confirmation that solosuit.com sent or delivered my documents to the court or opposing party. Solosuit has failed to submit my documents to the opposing party and court on time, directly violating the Standard Package description.Also, when I attempted to contact Solo Suit customer service at both the number and the email address they provided on their website, no one picked up and my email came back as undeliverable (I have screenshots).I am asking for a full refund of my payment of $67.00 for failure to meet stated obligations. I have submitted my Answer to the plaintiff and court without the use of Solosuit.com. If solosuit.com refuses to refund me, I will ask for a stop-payment for the charge from my bank, submit a complaint to the Better Business Bureau, and leave a very unfavorable ****** review for your business.In any case, solosuit.com failed to do what I paid for. Please encourage the company to refund my payment immediately. Thank you!

  Business response

  06/19/2024

  Hello ******,
  
  We're truly sorry to hear about the issues you've experienced with the delivery of your documents and the service at SoloSuit. We understand the importance of meeting our commitments and apologize for any inconvenience this has caused.
  
  We have processed your refund of $67.00, as requested. Please allow 7-10 business days for the transaction to reflect in your account.
  
  Thank you for bringing this matter to our attention, and we wish you the best in your future endeavors.

  Customer response

  06/24/2024

  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.

  Solo Suit:

  Thank you for refunding my $67.00. That was the least you could do, considering you failed to meet your obligations to me.

  More concerning is the fact that the public pays you for a service that deals with legal issues. Your failure to meet your obligations to customers can lead to serious legal consequences for them. There is no excuse for Solo Suit to drop the ball as you did in my case.

  Also concerning is your lack of customer support. When I attempted to contact Solo Suit by phone, the voice message mailbox was full and I could not leave a message. When I emailed Solo Suit at the email address provided on your website ************************************* my email returned as undelivered. This is wholly unacceptable and shows a complete disregard for your customers.

  If you do not change your business model, you will not be in business for long. The public will ensure that.

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I placed an order with Solosuit and within minutes realized they are not what I needed. I tried to find a phone number to cancel and there is no number listed. I had to use their chat to send an email, which I sent four emails regarding cancellation and no response. All I get back is we are rooting for you! We will respond within 24 hours. It has been 48 hours now and I have gotten nothing back from them. I do not to use their service, I want a refund as well. This business is clearly just a scam and stating that people can depend on them while their lives are on the line is ridiculous. The fact that they can sit there and take money from people and not have a way to contact them legitimately when they are playing on peoples time through the court system is just deceptive and deceitful.

  Business response

  06/14/2024

  Hello ********,
  
  We're sorry to hear about your experience and the frustration it caused.
  
  We are always happy to provide a refund, however, we go by email requests.
  
  We've processed your refund. Please allow 7-10 business days for it to show.
  
  We strive to support our clients effectively, and we apologize that we didn't meet your expectations this time.
  
  We wish you the best in your case.

  Customer response

  06/15/2024

  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

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My atty. suggested that I use Solo to file an answer instead of paying her retainer (b/c the published costs were less). On their website, they have 2 options w/regard to filing an answer. One option is basic and does not involve an attorney. The upgrade option appears to offer an answer being written and filed by an attorney (in turn, having an attorney's name on it). I chose the upgraded option, as I do not intend to self-represent.However, at the end of inputting the info about my case and uploading a copy of all of the paperwork, all I received was a computer generated answer in a self-representation format. Having a very extensive legal system background, I would have never paid for a service that was only going to result in a two page document that would have no weight in the eyes of the plaintiff. I already written an answer in this case but specifically wanted an attorney's name on the filed copy.Both my husband and my attorney went onto the website this morning and they both agreed that it was not evident that this would only result in a copy of a simple document (which also had errors) under self-representation. It almost seems that the wording on the website is specifically designed to lead others to believe that they will get the services that I thought I was paying for.Although the service I paid for supposedly includes an attorney looking over the document, I did not need an attorney to confirm such a simple legal document, even had I submitted the one I had previously written myself. I do not believe that there is a filing fee to answer, so I received almost no return on my payment. I also want to add that w/regard to the simple document that was generated and the errors on it, I was not given the opportunity to look over the document before paying. Had I been given that opportunity, I may have realized that I was not submitting info so that someone could write an answer, but that I was inputting information to be able to only print an answer.

  Business response

  05/28/2024

  Hello,
  
  ****** was refunded right away. We allow for our customers to request for a refund prior to ********************** mailing out the documents.
  
  We are always happy to provide our customers with a refund and was provided to ****** prior to this BBB review being sent to us.

  Please always email ********************************** prior to receiving the mailed email and you will always be provided your refund.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 9th, 2024, at around 8am EST, I completed paperwork and submitted payment to SoloSuit through their online system. I provided their standard fee and filing fee for **.I'm aware that their standard process shows from 1-8 days for filing, and that I had completed it on a weekend, and not a business day.I waited until Tuesday, March 12th, to send in a request to their ********************************** email address, to see if they could provide me with an update, as I hadn't heard back for the first two business days.I followed up again on Wednesday, March 13th, as I still hadn't heard from anyone. Finally, at 1am this morning, Thursday, March 14th, I heard back (when their original automated message stated that they wouldn't contact me outside of business hours) from someone named ********************* that my specialist had been out of the office and I'll hear back once they return.I have still yet to be given an update on anything.If my specialist had been out of the office, it should have been assigned to someone else.Even if it couldn't be assigned to someone else, they should be able to provide me with a status update.I only have 3 weeks left before the response is due, and I have no idea if they're attempting to mail it out yet, or if anything else is needed.

  Business response

  03/14/2024

  We understand your concerns regarding the timeline of your order, and we sincerely apologize for any inconvenience this may have caused. Our goal is to provide timely assistance to all our customers, and we regret that we fell short of meeting your expectations in this instance.

  
  As you mentioned, your order was placed on March 9th, which fell on a weekend, and our operations are not active during weekends. March 11th was the first business day following your submission, and our legal support specialist had to review all incoming orders, which resulted in a backlog due to a high volume of requests.

  
  Upon receiving your inquiry on March 12th, our customer care team promptly escalated your case to our legal support specialist. However, due to the backlog of orders, there was a delay in processing your request. We acknowledge that this delay was not ideal, and we apologize for any frustration it may have caused.

  
  We want to assure you that your order was completed and electronically filed on March 14th, within the timeframe outlined on our website. Additionally, our customer care team provided you with the necessary information and resources to track the status of your order, including a website link and the option to contact the courthouse directly.

  Unfortunately, per our terms and conditions, refunds cannot be issued once an order is completed. Your order was finalized within 4 business days, falling within our stated timeframe for completion.

  We understand the importance of meeting deadlines, especially when it comes to legal matters, and we regret any anxiety or uncertainty caused by the delay in processing your order. We appreciate your patience and understanding, and we remain committed to improving our processes to better serve our customers in the future.

  Customer response

  03/21/2024

   
  Complaint: 21433359
  
  I am rejecting this response because:

  Their support has been absolutely attrocious. It took multiple days to finally get a response from them, when they should have responded the first day I reached out to let me know that someone was "out of the office", to which I still don't believe.

  Now, apparently the answers they provided me and sent in, has resulted in a hearing to be set. I was under the impression that the service offered to me, and the answers they provided, would have helped to get it dismissed.

  I followed up before sending this, to get information on next steps.

  I'm beyond frustrated and stressed out with the level of service they've provided me. I could have done all this for free.

  I need them to respond to me immediately on what they can do to help me, and I'm willing to change my mind on a refund, if they can assist with this.
  
  Sincerely,
  
  ***********************

  Business response

  03/25/2024

  Thank you for providing additional details regarding your inquiry. We acknowledge that your initial outreach was made on March 13th after work hours. We responded to your query within 24 hours by reaching out to you on March 14th at 1 am.
  
  Your document was e-filed on March 14th due to customer support team assisting you and bringing to your legal support specialist attention that this should be the priority of the day.
  
  Our product is designed to help you avoid a default judgment by providing you with the necessary tools to respond to a lawsuit. While it's unfortunate to hear about the hearing being set, it's important to note that receiving a hearing is a step in the legal process that allows you to present your case before a judge. Our service aims to prevent automatic default judgments, giving you the opportunity to participate in legal proceedings and defend yourself.
  
  We wish you the very best in your case.

  Customer response

  03/26/2024

   
  Complaint: 21433359
  
  I am rejecting this response because:

  You did not respond to me on my initial outreach in 24 hours. It took two business days, and me reaching out, to be told that someone was "out of the office".

  I followed up to that request to which it took another two business days and me originally filing this BBB complaint to finally receive an update, which I had simply asked for.

  Since it was told that your service wouldn't have helped with dismissing a case, even though it was included in the answer, I filled out the SoloSettle form, to which I've received no update from that either.

  I'm now getting daily emails from ****** about SoloSettle premium, which I can't use, because it's saying it's for cases that are $1,500 or more, which mine isn't.

  I have asked for those emails to stop, and I still don't know what the status is of the regular SoloSettle form I've filled out.

  $95 for a service I realize I could have done for free, is absolutely ridiculous, and you're doing nothing to help me.

  I'd like a refund, or I'd like you to help me settle it.

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like a refund.

  Business response

  03/13/2024

  The customer was given a refund as per their request. We do not work over the weekend and customers must allow ***** business hours in order for our team to respond back in a timely manner.

   

  We wish the customer the best in their case.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Invalid derogatory **** towards my credit.

  Business response

  12/19/2023

  Ashten Sides is not and has never been a customer of **********************. We have no records for this person. 

  Their complaint suggests we added to their credit report. We don't add to credit reports. SoloSuit is not a debt collector. It helps people respond to debt collectors. We don't interact with credit or credit reports. 

  This complaint should be closed and removed. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Solosuit product to respond to a debt lawsuit. Upon purchase I was instructed to fill out all information for my case which I did. The product I purchased included them to e-file needed paperwork to the court and to the plaintiff. I submitted all requested information and received an email from solosuit stating they e-filed the paperwork for my response. I also texted with the attorney that called me representing for Solosuit and he stated he could not assist me in any way. I asked him if I needed to file any additional paperwork besides what solosuit was filing. He stated no. I even have the text message from the attorney confirming this. Upon going to court on my assigned date, I learned that Solosuit e-filed nothing on my behalf and now have put me into jeopardy of a judgment because of their negligence. I have emailed the company as the will not provide a number to call them at and have gotten no response.

  Business response

  10/03/2023

  We sincerely apologize for any inconvenience you've experienced, and we want you to know that we're committed to ensuring our customers have a positive experience using our services.
  
  Upon investigating the e-filing issue, we found that the submission was indeed e-filed; however, it was subsequently rejected by the court due to the fee waiver.
  
  We understand how frustrating this can be, and we want to make it right. To address this matter, we initiated a full refund of $247 to the card ending in **** on September 26. Please allow approximately **** business days for this refund to reflect in your account.

  Customer response

  10/03/2023

  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

  09/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 27, 2023, SoloSuit promised to efile and mail a response to the opposing attorney within five days. I paid $56 for the Package that includes: Creation of response document, PDF download, Filing fee calculation, Document filing 18 days, and Status updates. I was promised via email that same day with customer service that I would get tracking for both responses i.e. for the efile and the **** response sent to the opposing attorney. On August 2, 2023, a confirmation email was received stating that the response was efiled and a copy was mailed via ***** but no tracking information was provided for proof of service. However, it was trusted that it had been done.On September 17, 2023, a letter of intent was received from the opposing attorney requesting that the case default. Thus, because SoloSuit never filed the response. I had to rush to the courthouse to ensure that the judgment had not been made due to SoloSuit's negligence. It was found that the envelope number SoloSuit sent me was bogus and didn't exist. As of September 18, 2023, SoloSuit had not filed or mailed the response, which forced a self-file at the courthouse to avoid default. Despite attempts to contact SoloSuit through various means, no proof has been received that a response was sent to the attorney or that a file was done.

  Business response

  09/21/2023

  The customer purchased our Standard Debt Answer package on July 27, 2023 at 7:15pm. 5 business days later, on Aug 2, we notified her the Answer had been filed with the court and the opposing attorney. The documents had been e-filed and served on the opposing attorney through the ********** e-filing system used. 
  
  Our customer support rep had stated "on average, we need about 5 days to file." But our site clearly shows the range required for filing is 1-8 days for the standard package (attached). If customers need to file faster, they are able to use the Premium package which lists filing times of 1-6 days. The document was filed within 7 calendar days, one day faster than the listed limit. 

  The court rejected the filing because the customer provided an incomplete fee waiver. SoloSuit files documents our customers produce. In the case of fee waivers, the responsibility is clear on Standard customers to ensure the fee waiver is properly filled out. The customer failed to include ****** with ******. Our software provided her a link to CA instructions for the fee waiver. They clearly state to fill out both forms. So, the filing was rejected because of the customer's failure to fill out the form properly. To avoid this, customers are able to again use our Premium package where an attorney will review the documents to ensure they are filled out correctly. 

  After we e-file, customers are encouraged to follow up with the court to make sure everything is good to go. With the e-filing envelope number she would be able to do that. She did not do that. If a customer notifies us a document was not filed successfully, we refile for them. In this case, the customer decided to re-file on her own. Notably, it appears the customer used the Answer document she generated with SoloSuit. 

  Our refund policy states, "If you are not satisfied with our services, please contact us immediately and we will correct the situation or provide a refund." Pursuant to this policy, we have already provided the customer a full refund. 

  At **********************, we sincerely hope all of our customers win their case. We work hard to bring about that reality. It is unfortunate that courts, particularly courts in CA, target vulnerable consumers and reject their filings based on pedantic technicalities. We hope this customer goes on to win. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/10/2023 i used SoloSuit to respond to a collections letter which they failed to deliver to the courts and i was served later with a default judgement due to their inability to properly deliver the response

  Business response

  04/27/2023

  This customer ordered our Premium package on March 10. 

  Unfortunately, the customer failed to upload their Complaint and Summons as instructed. They also didn't provide a case number for their lawsuit. As a result, we're unable to determine whether a lawsuit exists for this customer or what the status of the case may be. 

  The customer's documents ended up at a wrong address for the court. We would have attempted to refile for this customer but the timeline on their case was short and they allege a default judgment had already been entered against them. We're unable to determine the actual filing deadline for their lawsuit because the customer has not provided us sufficient information.

  Upon return of the documents by ***** on April 14, we refunded the customer the full amount they paid. 
  
  We have offered to rectify the situation further. We have provided the customer a template for a Motion to Set Aside Judgment. We've asked the customer to fill this out and offered to file it with the Answer. This Motion has a good record of success in removing a default judgment entered for lack of filing. The customer has not yet filled out the template.  

  Our Terms of Service state clearly we are not responsible for case outcomes. We do not provide legal advice and we are not a law firm. We provide a self-help tool that customers use at their own discretion. 

   

  Customer response

  04/28/2023

  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,
  
  *******************

*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. ↩