Complaints

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This issue began April 19 2021 during the pandemic and continued through 2022 and as of April 29 2023 has not been resolved nor any contact from the company in the past year . The amount paid for a platinum divorce package was $1439.62, file # ******** . The receipt # for payment is *********. The contact was Indu D**** , who after receiving payment and the information needed , requested a few more items which were promptly forwarded . Emails were sent in May requesting an update. No response. Further emails received no response . Phone contact was then attempted and when answered I was directed to the divorce specialist who was Indu D**** . I had to leave a message. No return call or email was ever received . I then called ******* *** and requested a chargeback. They granted that after a 30 day waiting period. About one month later the chargeback was reversed with no explanation. At this point I gave up. This month I looked the company up and became quite angry when I saw that they say " Proudly Canadian" . Therefore I am seeking help from the BBB. I selected "finish the job" as a desired settlement but would have selected refund as well or instead. I do realize that this began two years ago rather than within 12 months , but ask for consideration under extenuating circumstances due to the pandemic being in full force during 2021 and well into 2022 as well as the ongoing nature of this issue.

  Business response

  11/05/2023

  We are under new management and have a new, highly skilled team in place.
  

  Upon reviewing our records, it appears that we have not had any communication from this particular client in nearly two years. It is regrettable that instead of reaching out to us directly after such a long time, the client decided to contact the BBB.

  Client privacy is of utmost importance to us, and as such, we do not retain documents or personal information beyond the necessary time frame to fulfill our obligations. Since this file is almost two years old, we have limited information available.

  What we do know is that the client initiated a chargeback shortly after utilizing our services. However, the chargeback was ultimately unsuccessful, as the credit card merchants determined that we had indeed fulfilled our obligations.

  We genuinely value the opportunity to rebuild our relationship with the client, and we are committed to doing everything within our power to meet their needs. We kindly request that the client contacts us directly via email so that we can ensure we have all the necessary information to address this matter and find a satisfactory resolution.

  Customer response

  13/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The response was not factual. In fact, the chargeback was not initiated until it was clear that despite sending the required additional information, and e-mailing and phoning. I heard nothing further. In no way did Untie the Knot fulfill any part of the contract whatsoever. However, I am willing to work with Untie the Knot to fulfill the contract and will e-mail and call to proceed, hopefully in an expedited manner. I can only speculate that ******* *** must of been given wrong information, as once again, no part of the contract was fulfilled despite many attempts to contact.
  Sincerely,
  
  ******** ****

  Business response

  22/05/2023

  We have been directly contacted by the client, and we are actively working with her to ensure a prompt and professional resolution of her file.

  Customer response

  23/05/2023

  
  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

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the platinum divorce package online on Aug 10 2021 and paid 1206.45. There was a disclaimer that COVID issues were causing delays so I waited patiently. After a few months had passed I began trying to contact them by phone and email. The only responses I got were automated email replies. I would like my money refunded as I have no confidence that I will ever receive what I paid for.

  Business response

  13/01/2023

  I'm very sorry to hear *** ***** never received the service he paid for. I have looked back over our records and have located the original order from August, 2021. After we receive an order, a secondary information sheet is emailed to gather the remaining details required. Our records indicate we were waiting on this additional information.

  It's clear *** ***** never received our secondary information sheet and we should have followed up with him shortly after.

  I am the owner, and have been unavoidably absent for a long period of time. I have recently returned and we've overhauled our office and brought on new highly skilled legal assistants. No one remains from the time *** ***** originally engaged our services.

  I would like to personally apologize. We should have never sent information to you and not followed up on it. If we had, we would have known the information wasn't received.

  I'd like to extend an offer of fulfilling our services (overseen by myself) and extending a 25% refund for the cost of our service. I will personally make sure the process runs as quickly and smoothly as possible.

   

• Initial Complaint

  16/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started the process with UntietheKnot in JANUARY of 2021. Paid over $900 for the paperwork, and $250 for the filing. The company took over a year to provide the paperwork, and then told me they filed my divorce in March. I had to “resubmit” my filing because their paperwork was too old to file. It’s been 9 months and no word. I’ve had to contact the CEO to get ANY information. And even his customer service is poor. He knows the fraudulent actions of his company. Untie the knot, has no record of my divorce, filing with the government of Alberta, no filing number, and can’t tell me the court system it was filed through. I’ve contacted the government of Canada to see if it has even been filed. Stay away from this company. It’s nothing but frustration and poor customer service. They have absolutely zero regard for their customers and just care about the money they receive not a service provided for that money. I have been trying to get a hold of them for over four months to get information on my divorce filing and nobody has any answers. I’ve received numerous promises of callbacks, numerous promises of account updates, but nothing is ever done.

  Business response

  28/12/2022

  I have personally taken over looking after this file and have had several communications with *** *******. I recognized and addressed her legitimate concerns. Her file is back on track and I believe she is satisfied with the response so far.

• Initial Complaint

  15/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made my first inquiry with Untie the Knot on May 2, 2020. On June 16th, 2020 UTC sent me my Joint Family Claim, Requisition for Final Order, etc. (**** **********) I mailed the printed and signed documents back to them shortly afterwards. On December 14, 2020 I received an email informing me that the documents had been submitted for filing with the court registry in Ottawa. Despite several attempts to contact them for a status update, I have not heard back (other than the automatic email response mentioning COVID & court delays)

  Business response

  29/11/2022

  Dear BBB, 

   

  We had attempted to contact the client regarding an issue with their documents and had not heard back from them. The last time that we heard back from the client was August 30, 2021. As such their file had been closed due to this. If the client would like we can reopen it. 

  Customer response

  04/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: Please see the attached email.  There was no additional information or action required on my part.  I was informed that my documents had been filed, but that there were delays with the court registry.  After following up twice, I have not received anything from Untie the Knot, other than automatically generated emails saying that they'll get back to me in the future.

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

  Business response

  15/12/2022

  I am the owner of the company and was absent from the day to day running of the company for the last couple of years. I have just recently returned to managing the company and have had a chance to review your file. I am appalled by the way your file has been handled. No excuses. We dropped the ball more than once.
  
  Due to privacy concerns, I cannot share details here on what went wrong, other than to say it did go wrong. As the owner, I take full responsibly and offer my sincere apologies. I have reached out to you by email to provide additional details and will be personally overseeing your file to make things right and to provide you with the service you should have had from the start.

• Initial Complaint

  18/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid more then $1000 for a service and virtually nothing was done and they ignore my calls and emails (for months; over 6) The few emails they sent back said they were busy and would respond in days. I got a few of those and it’s been the good part of a year Thanks for your help ****

  Business response

  01/07/2024

  As indicated in our communication history with Mr. ******* our last correspondence with him was on October 11, 2022, where we inquired about handwritten changes he made on the documents he sent us. Unfortunately, we did not receive a response to this inquiry.
  
  We acknowledge that the service Mr. ****** received did not meet our usual standards due to challenges faced in 2022. Since then, Untie the Knot Divorce Service has undergone a complete restructuring, including new management and staff. We have also implemented a new case management system to ensure efficient and timely communication with our clients.
  
  To rectify the situation, we are proactively reaching out to Mr. ****** with the following offer: we will prepare updated documents for his review and signing within two business days of receiving his confirmation and any updated information, such as current contact details.
  
  We value Mr. ******** feedback and sincerely apologize for any inconvenience caused. We are confident that our current team and processes will provide him with a much more positive and efficient experience.
  
  We are committed to resolving this matter promptly and to Mr. ******** satisfaction.

• Initial Complaint

  15/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed for divorce in August 2021. I received one email from them asking me to send them information which I did. They ask to pay up front and I paid immediately. I have not heard or had any updates from them since about my file. it was about $1000. They emailed a general email in December saying they are very backed up from covid which I understand but its been 8 months since! and now it's been a year since I've filed. I have emailed and called multiple times with no answer. This company is not responding to any of its customers from what I read. They are not communicating or giving me any updates and I am unable to get my money back when I asked for a refund.. all I want is my money back so I can move forward. Hope you can help.

  Customer response

  17/10/2022

  Thank you so much BBB I have finally received a refund from untie the knot!
  It is strange that they did not contact you to let you know as well. Honestly they didn’t even reply to me or apologize. I literally got an automatic email saying a refund will be posted within 10 business days to my account and that’s it. It’s very unfortunate about their customer service but I am very grateful they refunded me because of you!
  Thank you again, have a wonderful day!"

• Initial Complaint

  27/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  15 dec 2020 i paid around $900 and still haven’t received the paperwork i paid for

  Business response

  02/08/2022

  Dear BBB, 

   

  Our office has been in contact with the client already and we had requested a new copy of the marriage certificate as the one the client provided to us was not the correct form. They had stated they will be sending the new marriage certificate to our office. We have yet to receive it from them. 

• Initial Complaint

  13/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oct 22, 2020 was the date I paid for this service (*** ************ ***** ******** ******** ************* ** ******** ***** ******* *********** ************* I paid $899 + GST I also paid for a Divorce Certificate for an additional $150 + GST The business committed to a speedy divorce. **** * *** **** **** ***************  Promises from Untie The Knot: "We are available via email and phone to continue to serve you. Please be assured that we will reply to your email as well as any mailed or couriered items as soon as possible." "All necessary documents are prepared and provided to you quickly, including a comprehensive step-by-step guide to filing your completed divorce documents with the court registry." The nature of my dispute is that they promised a speedy service, and to be available via email and phone, with the caveat that COVID would cause delays. There has been several occasions where they have taken months (and once an entire year) to respond to my questions via email. They lost my Marraige Certificate, and I had to inquire over and over again to get them to look into it. The business has emailed me sporadically, but at key junctures did not respond to my emails or phone calls. They said the reason for one delay was that they didn't realize I was a customer, even though I had paid. Have they tried to resolve my issues? Sometimes they have, but most of the time they don't respond to my emails. When I call them, they put me on hold and eventually it goes to voicemail (which they don't respond to) When I fill out their "Contact Us" form, no one replies to it. I've attached several email chains. Pay close attention to the dates, especially on the email change entitled* ****************************************** I emailed them on May 18th, 2021; Sept 5, 2021; and again on Dec 16 2021. They didn't reply until May 24, 2022.

  Business response

  22/06/2022

  We are very sorry that this client experienced delays in communication. We are currently working with the client and have sent him all of the necessary documents. We are now waiting for the client to sign the documents and send them back to us so that we can file them with the courts.

  Customer response

  23/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17418789, and find that this resolution is satisfactory to me.
  
  Sincerely,
  **** ******

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Untie The Knot located in Nelson BC ***********  File # ********. Just prior to COVID, I paid $1300 for an *********** divorce. I filled out the forms and have not heard anything further. I can't count the times I have phoned. I was on hold for over an hour on many occasions. I have left multiple messages. No one has ever contacted me. I would appreciate your assistance in securing a refund. Anything you can do would be greatly appreciated. I am trying to get on with my life. In good faith, I gave $1300. for a service I have not received. Not even a contact or acknowledgement. How can I get a full refund? Thank you so much. *****

  Customer response

  09/06/2022

  My original correspondence with the company was on March 8,2021 I was asked a to answer a information package that I sent back to them on March 15,2021 and the email response is in my screenshot attachment as well as my proof of payment in the other attachment from my online banking 

  Business response

  20/06/2022

  Dear ***,

   

  We have forwarded the client's request for a refund to management and will update the client once we hear back. We are very sorry as we are unsure how long this will take due to management being out of the office. 

  Customer response

  21/06/2022

  
  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. I would like to keep this complaint active until I have received my full refund . There time line they have indicated is very vague so keeping the file active until refund issued would be acceptable .
  
  Sincerely,
  
  ***** ******

  Customer response

  09/08/2022

  Good day ****** I would like to open up my file again the resolution that was agreed upon for a full refund has not been returned to me in a sufficient time so I would like a update if possible .
  Thanks in advance
  ***** ****** *************
  Sent from my ******

  Business response

  14/11/2022

  Dear BBB, 

   

  The client received his full refund on September 2, 2022. We apologize for the delay in letting you know. 

   

   

  Customer response

  15/11/2022

  
  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

  06/06/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I filed for a Divorce through untietheknot on April 13, 2021 after months of waiting; and very little communication documents were created in July 2021. But never filed in court, I eventually had to get another lawyer to get the divorce started costing me an additional 3000.00. I had not communication from untietheknot for months and finally get an email that a new person was taking over my account on May 24, 2022. I told them not to proceed and that I wanted a refund for my 1200.00 I intially paid because nothing was started or accomplished

  Business response

  09/06/2022

  We're sorry to hear that the client is upset with the service. However, the delays were caused by the client and not by our company. We prepared her documents and provided her the product on 15 July 2021. On 28 July 2021, the client called and requested that we put her case on hold because she was struggling to obtain signatures from her spouse. On 08 February 2022, the client emailed asking to reopen the file. However, she wanted to change her filing from a joint application to a sole application, which necessitates remaking all of the documents and for which we normally charge an additional fee. We did not charge the client that additional fee, but we nevertheless placed the client in the document preparation queue. On 24 May 2022, an agent contacted the client to ask if there was any information that needed to be updated before the new documents were finished, at which point the client requested a refund. Because our policy is that we do not provide refunds after we have prepared documents, and because the delays the client has mentioned in her complaint were caused by her and not us, we cannot provide the client with a refund.

  Customer response

  13/06/2022

  
  Complaint: ********
  
  I am rejecting this response because: ***** had changed his mind about signing and I notfied them of that on July 28, 2021. Requesting they change the divorce to be for me as it is no longer a joint agreement.

  August 28, 2021 I received the exact same documents for a joint divorce. 

  October 6, 2021 I sent an email stating that I could not get a response from the multiple messages I left.

  November 5, 2021 I got the same documents again with *****'s new address not new documents so I could not do anything with them because he wouldn't sign

  November 16, 2021 I sent another email stating that I could not get a response from them by email or by calling

  February 8, 2022 - I again sent email stating that I was not getting a response and ** ****** *** ******** **** *** *** ****** ** *** ******* *** ********

  May 24, 2022 - Is when I got a email from Dominic saying he was taken my case

  So I think making an individual wait from November 16, 2021 to May 24, 2022 6 months not hearing a darn thing from them regarding this divorce is unreasonable and *** ****** ** * *** ** ******  ***** ********  ** ******. I think this is huge issue. I had to hire another lawyer costing me more money and I think it is only fair I get my money back.
  
  Sincerely,
  
  ******* ********

  Business response

  22/06/2022

  We have forwarded the client's request for a refund to management. We will update the client as soon as we hear back regarding their refund request.

  Customer response

  24/06/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, if and when they refund my money, I waited months to hear from them before and do not wish to wait months on end for their mamangement to get back to me. Thanks for filing this complaint I hope it all works out 
  
  Sincerely,
  
  ******* ********

  Business response

  07/07/2022

  Dear ***,

   

  We have followed up with management; however, we have not received a response yet. We are not able to do anything further until we receive a response from management. We will continue to follow up with them. 

  Customer response

  11/07/2022

  
  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. ↩