Additional Complaint Information
BBB’s business profile for Rocket Lawyer was created in January 2008. A review of complaints was completed in January 2024. Complaints on file state issues with consumers being enrolled on a membership program after the 7 day free trial. BBB encourages consumers to review the terms of service link specifically section 1. Trial Offers, Auto-Renewals and Paid Accounts.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rocket Lawyer is not providing the service they have advertized or promised. I have filed 4 written complaints asking for an ohio attorney to give me a *********************************************************************** a car without properly disclosing the fact that the car has an odometer warning on the title. Now they abvertize that they will have an attorney call you within a day or 2, but so far they havent deluvered. It has been about 20 days since my first email was sent requesting a call consultation. My phone number is ************ will someone call me from the bbb? Thank you **** *****
Business response
10/31/2024
Hello ********,
We're very sorry to hear about this matter and would like to make things right. We have reached out to our ***************** team regarding your situation and they will be in touch with you in the next business day.
Initial Complaint
10/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up just to get a prenup drawn up via a free trial. I didn't use the service for ANYTHING else. Not even notary as I got the prenup notarized in person locally. I cancelled my membership before my trial ended on 10/10 never got a confirmation, just thought it was a system delay, never thought of it again, trusting Rocket Lawyer. Then noticed a charge of 60 on my credit card. So i logged back on to to see my premium membership is still active. So I tried to cancel, and it only let me downgrade and informed me I'd still be charged 3 more times between now and 10/13/2025. RocketLawer's OWN WEBSITE gives instruction on how to cancel AND ITS A LIE! See my attached picture. Starting at instruction 3 for "How do I cancel my membership" its all inaccurate and a lie. There was no offer, there was no additional drop down, and the membership management button is gone entirely now.Business response
10/21/2024
Hello Anup,
We're sorry to hear about this billing matter, but it looks like the membership has already been downgraded to stop further billing and we received a dispute filing from your financial institution. At this time, please keep in touch with your financial institution regarding the refund. If you have further questions or concerns, feel free to respond to the email you've received from one of our representatives.
Initial Complaint
10/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Rocket Law has many complaints the same as mine. I tried their free service offer and it did not work, I cancelled their free trial the same day, and they never sent an email confirming but the website told me the trial was cancelledI just noticed that they have charged my credit card the past four months for $39.99 each month. The number they provide to resolve the issue on the credit card statement is for ******** not themsince you have been able to force them to resolve the same complaint from many other customers I hope you can help me as well..Business response
10/11/2024
Hello Mike,
We're sorry to hear about this billing matter. Unfortunately, we do not show record of a downgrade being processed through the website, by phone, chat, or email prior to today, 10/11/2024 when we downgraded the account due to receiving a message via the BBB.
As a courtesy, a refund for $159.96 ($39.99 x 4) was processed, please allow 7-10 business days for it to process and let us know if you have any questions or concerns at this time by responding to the refund confirmation email. Thanks!
Initial Complaint
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Some online company called RocketLaw has been fraudulently charging me for months. They have been charging me ***** since March of 2024 / September of 2024. I never agreed to this, and would like a refund.Business response
10/09/2024
Hello Michael,
We're sorry to hear about your billing matter. Our records indicate that a 7-Day Free Trial was started on 2/23/2024 under the provided email address. We explain at the time of signup when credit/debit card information is required to proceed, that so long as the membership is downgraded during the Trial period, there is no billing whatsoever. Otherwise, it will convert into a paid membership.
As a courtesy, we have issued you a full refund. Please respond to the refund confirmation email with any further questions or concerns. Thank you!
Initial Complaint
09/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
For the last 11 months, RocketLawyer has been charging an unused debit card of mine at $39.99 per month. Upon realizing this in August, I called the number provided by my card issuer. For a month I received no call back, and the charge persisted the next month. I called again and received an email back giving me details of this supposed subscription. After some research, I notified RocketLawyer that a family friend used what she believed to be a free service (turned out to be a free trial) for a legal family issue one time in November 2023. A card number saved in my iPad was used, though she denied entering it. In any case, the service was never accessed again. For nearly a year, RocketLawyer continued to bill without emailing any receipts or sending any follow up emails. I believe this is intentional, as their business model relies on hoping for a forgotten or unknown subscription. Knowing their user metrics showed zero activity or logins, they continued to charge without sending any notification. This was only discovered when an obscure bank account had been drained of hundreds of dollars over a year. RocketLawyer refuses to do the honest and ethical thing and refund any more than this weeks most recent charge. Despite the fact that they are aware that this card was used without permission and despite the fact that they are aware that their service was never used/no logins were made/theyve provided no value over the year they made charges, and despite the fact they purposely do not provide monthly charge notifications or receipts, they feel justified in keeping this money.Business response
10/01/2024
Hey ******,
We're sorry to hear about your billing experience! It looks like one of our representatives has been in contact with you and was able to get this resolved. Please respond to their email if you have any questions or concerns.
Initial Complaint
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I keep getting charged by rocketlawyer repeatedly, despite being asked to be removed from their account. Here are two latest charges again, after I asked to be removed.Business response
09/23/2024
Hello *****,
We apologize for this matter, but we show that as of 9/3/2024 the membership had been downgraded to stop billing and two refunds were processed. We ask that you double check these to ensure they're not the refunds rather than additional charges. Please respond to the email sent out today or through the BBB with further questions or concerns. We're happy to help however we can.
Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used the website sometime in December of 2022 to draw a lease agreement. To obtain the document I accepted a free trial for 7 days. The page did not state that if I did not cancel within 7 days my credit card will be charged ***** per month but did say that I have to cancel in 7 days for the free service. After receiving the document I proceeded to cancel within 7 days. However, I did not receive a verification. Nearly one year later I went to the website to draft another lease. The lease document was successfully generated not requiring any membership. One year later reviewing my credit card charges I noticed that all along Rocket Lawyers have been charging ***** per month from December of 2022 until July of 2024. For initial charge in 2022 there was no notice, no email, nothing before it was charged. Reviewing other complaints I see a pattern across different complaints. When I used the Rocket Lawyer initially in 2022 I recall cancelling within one week but doing so I do recall receiving an acknowledgement on the screen but did not receive any email verifying this cancellation. In retrospect I should have screenshot the message. It appears to me that Rocket Lawyer has a history of not actually closing or canceling accounts upon request. I admit using their services but clearly remember cancelling within 7 days receiving on screen acknowledgement you have successfully cancel your subscription but did not receive an email verifying this. Thereafter I was charged monthly on my credit card without any notice to me. This practice is deceptive and purposefully designed to take advantage on the users of this service. In no way at any time I agreed to pay for monthly premium of ***** for their services. Premium paid to Rocket Lawyers should be refunded because it was charged deceptively without lack of transparency and proper and clear disclosure.Business response
09/23/2024
Hello ********,
We're very sorry to hear about the confusion with our Trial Terms, but it is explained at the time of sign up that if the membership isn't downgraded during the Trial period, then it will convert into a paid Rocket Legal Plan.
Our records indicate that as in July of 2024, we had received a dispute filing from your financial institution for all of the charges on your account and they've all been refunded. If you have further questions or concerns, please respond here or to the email that was sent out today by one of our representatives.
Initial Complaint
09/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
It says your charge today: $0.00 but still charged $1 when I put my card in. Its not about the dollar- its the principle of the fact that you literally say you will charge $0 and you took money out of my account. Its a breach of trust and false advertising. Im absolutely fed up with large cooperations abusing bank account info and refusing to fix it- brushing it off on poor customer service weird things our billing system does. I mean to report any and all falsities I see, no matter what the dollar amount. I wont ever do business with you or any of your subsidiaries because of the fact that youre dishonest. If youll schmooze a dollar, what else will you take from under my nose? The vital legal documents I trusted your company to maintain? Wonderful.Business response
09/06/2024
Hello ******,
We're sincerely sorry for any confusion regarding this pending charge you're seeing for $1, but this is just a test billing to ensure the card is connected to a legitimate bank account (a protocol to avoid false credit card information from being used). This charge will not withdraw from your account and you will see the pending charge drop off of your billing statement within a few business days. Please note that we have downgraded your Free Trial Plan. If you have any further questions or concerns regarding this, please respond here or feel free to email *****************************************.
Initial Complaint
08/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have tried to cancel several times over the last many months. I've tried and tried and tried and my card keeps getting charged, I havent used this service once to my knowledge!Business response
08/29/2024
Hello there *******; I have sent you an email so we can connect and I can help you out with this account!Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I searched a legal document on the website, and downloaded it, supposedly for free, on 7/23. On 7/31 the site charged my card *****. In contacting customer service, they claim I signed up for a premium account, and that it says somewhere that when I click yes I am agreeing to a monthly feeof *****. Deceptive. There was no notice, no email, nothing before it was charged. And customer service was only willing to cancel the account moving forward, not refund the amount taken from me unauthorized. My actual attorney told me to check my account when I mentioned researching on that site, because he'd had other clients get duped, too. He says I should keep watching my account for several months as well, because they have a history of not actually closing accounts upon request.Business response
08/26/2024
I hope this message finds you well. I am writing to sincerely apologize for the unexpected charge that appeared on your account. I understand that this may have caused you inconvenience, and I deeply regret any frustration or concern this may have caused.
I have reviewed the account in question and have refunded the charge to your account as requested; you should see the credit reflected on your account within 7-10 business days. I apologize for any inconvenience in obtaining the refund, our team can always assist with these types of requests!
If you have any questions or require further assistance, please do not hesitate to reach out to ********************************* Our team is are here to help and make things right.
Thank you for your understanding, and once again, true apologies for any inconvenience this may have caused.
Best regards,*****
Rocket Lawyer
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
176 total complaints in the last 3 years.
44 complaints closed in the last 12 months.