Complaints

• Initial Complaint

  31/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Payed for the services of this company to prepare the documents for my divorce. They asked for documentation in stages and now, I have given them all of my documents and they are not returning my phone calls, messages or emails. I have tried to reach them by email and phone multiple times with no response at all.

  Business response

  30/06/2022

  Dear BBB,

  We have reached out to the client for clarification. Our records indicate that the client's spouse was contesting the divorce, which is something that we cannot assist with. As a result, we closed the client's file. We have asked the client to confirm that he would like to proceed.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Paid 655.20 on June 10, 2021, I received brief communication, requesting certain documents be sent. I have sent the documents and have tried multiple times to get in touch with the company to either confirm they are currently processing my divorce or whether they require further documentation. All of my calls and emails have gone unreturned for 6 months now, I would really just like a refund at this point, because the business has not followed through on their commitment to fast friendly service, they have provided no service at all. Thank you File #***************** **

  Business response

  18/05/2022

  Dear BBB,

   

  As per the client's request we have refunded the client in full as of today May 18, 2022. The client should see their refund on their credit card statement within 5-10 business days. 

  Customer response

  23/05/2022

  
  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. Thank you so much for you help!!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  20/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 6, 2021 I placed an order for their service. I ordered their Platinum *** **** *** **** service for $899, with 1 Divorce Certificate for $125, for a total of $1,024. The provided me with a file number on October 9, 2021. File number ************** and a request for information. I replied with the information I requested which included Certified True Copy of the Marriage Licence and a copy of the Separation Agreement along with answers to all other questions they had. The request for information came from Indu D***** - Divorce Specialist at Untie the Knot. In November I called to get an update as my divorce was uncontested to get a timeline. On December 31, 2021 I received a generic email from them saying sorry for not communicating with me in a timely manner. We have been extremely busy but they do not know when on a estimated timeframe for my particular file but it is in the queue and they apologized for not getting back to me. On March 7, 2021 I received a general update email saying they are trying to work through the backlog and they have not yet been able to review my specific file, they will get to it as quickly as possible. I have left a number of message with no response. I am not sure if this company is committing ***** or just incompetent. Due to the fact that I have paid for their service they should at least being providing a personal response.

  Business response

  29/04/2022

  Dear BBB,

   

  We have already been in direct contact with the client and are working with him on his file. However, while we understand the frustration of this client and others who would like a personal response, we are still working through our backlog caused by staffing shortages due to COVID. While for many Canadians, life has returned to normal and they now believe it is "post-COVID" because large corporations have bounced back, small business like ours continue to feel the effects of COVID staffing difficulties and appreciate patience as we work to address every customer individually.

• Initial Complaint

  19/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed with them on March 14th spending $1200. Have sent multiple emails and left voicemails with absolutely no response one month later. Just looking for a response… Especially after paying $1200 upfront. Any help greatly appreciated

  Business response

  20/04/2022

  Dear BBB,

  We're sorry to hear that *** *****'s experience with our company have been frustrating. We sent *** ***** a request for further information (our "secondary information" questionnaire) on March 15 to the email address she provided in her order. *** ***** emailed us only once, on March 23, using our "contact us" form, and we responded to that email inquiry on March 28 by resending her the questionnaire to the email *** ***** included in the "contact us" form inquiry. We have reviewed our phone logs and have received no phone calls from the phone number *** ***** provided in her original order. We are happy to work with *** *****, but she will need to respond to the questionnaire so that we have the information necessary to fill out her forms.

  Customer response

  21/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait 10 days for a response. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started my file with Untie the knot in June of 2021, I paid the up front fees and after a couple of weeks I didn't hear from them, so I called and Mishka answered and was very helpful but said it will take 3-4 month for them to get to my file. So I opted on cancelling my order and asked for my money back, that's when they rushed the processing of my file and sent me everything within 2 weeks. I got all the papers signed and notarized and sent them back to them. They sent me the court fees invoice and I paid it on July 30th , 2021. They told me within the week my file would be sent to court in Ontario, and that was the last I've heard from them. I've been trying to reach them through phone and emails but no use. I call once or twice a month (I've attached the call log) I am on hold for 42 minutes then it sends me to voice mail. I've emailed them through their website and no response. I believe in October Mishka actually answered the phone and her answer to me was that it's Covid and the courts take about 10-12 weeks to process. Which at that point it was close to 12 weeks. She said I would be hearing back from them soon and never did after that. I 've emailed (Indu and Mishka) on Sep 21, 2021, emailed (Mishka only) Jan 31st, and March 9th. But no one ever responds to my email. I became obsessed with checking my email everyday. I emailed them today through their website and left them a voice mail. I can't believe that if I filed my papers by myself in court it would've been faster. But they keep blaming COVID. I don't think my file was even sent to court in the first place and I believe it's just sitting on the desk somewhere.

  Business response

  20/04/2022

  Dear BBB,

   

  We are sorry to hear that the client's experiences have been frustrating, and indeed we find the delays caused by COVID frustrating as well. We have been in contact with Mr. **** directly. We most recently emailed him twice on 13 April 2022 (and Mr. **** responded to these emails), and again today. As per our email to Mr. **** on 13 April 2022, we immediately contacted our process server to inquire about Mr. ****'s file, which had been filed on 29 October 2021. When we had not heard back from the process server within two days, we emailed the process server again. The process server responded this morning indicating that they did not have information about Mr. ****'s file, but that they had called the appropriate Court registry and will inform us as soon as they hear back from the Court registry. We updated Mr. **** immediately regarding this information. We are, indeed, very sorry for the delays caused by COVID, which affected small businesses significantly more than it did large corporations. However, while we can follow up with the Courts and find out what is going on with Mr. ****'s divorce application, we have no control over the Courts' queues, and the Courts are in possession of his documents so there is nothing we can do but contact the Courts through our process server periodically to inquire about possible updates from the Courts.

  Customer response

  20/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though they only started communicating with me as soon as I filed my complaint with you, I find that this resolution is satisfactory to me. All I care about is that I resolve my issue and receive my divorce papers. They have informed me that they have received my file from the courts in Ontario with a stamp and no decision, and when I opened the attachment sent to me, I noticed that the stamp on my file said November 2021. Which means that my file has been sitting there for 5 months and if they followed up from before maybe this matter would have been resolved earlier. Anyway, I am glad they are finally getting back on track and they've hired more people. I hope that they hear back from the court and everything is finalized. But I honestly do regret using their services and don't recommend them to anyone. 
  
  Sincerely,
  
  Ms. ***** **** (NOT Mr.)

*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. ↩