Complaints

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband had an accident that left him a quadriplegic. I contacted Rice and Rice attorneys in August 2020 to help me set up trusts, ***** and prepare the paperwork for ********* I was working with *******************. He prepared the trusts and *****. We found out that we had been approved for Veterans benefits (we were originally denied). Since we now had the VA coverage we no longer needed the ********* ********* said that we would wait on the ******** paperwork. I paid ****** to the attorney. In January I contacted ********** about a refund. He said ********************** was the only one that could approve a refund. He was going to write it up and give it to him. He said they would charge me for the work they completed and do a refund for the remaining balance (I told him that was ok). He never answered my call. I called once a week for 3 weeks --the secretary said she would give him the message and have him call me--no response. I called back and the secretary said she would give him my message and have him call me. I told her I was done with him and wanted to talk to someone else. I spoke to another person and she assured me she would look into it and get back to me--no response. On February 3 I spoke with *************************. She assured said that ************ was the only one that could issue a refund and that he was out of town. She would speak to him when he got back.--no response. I emailed her on February 14 and she responded that he would be back in the office the next day and she would confer with him and the main bookkeeper.--she said someone would be in touch shortly.i emailed again on 2/22 and 2/24 --no response. On 2/25 ******* emailed me stating that there was a meeting scheduled that day between Cliff and the bookkeeper. She said this matter will be discussed then. I emailed her again on March 8 and 16. There was no response.There service has been completely unprofessional . I paid for services they did not complete and would like a refund .

  

  Business response

  03/25/2022

  BBB,

  We were saddened to receive a complaint from one of our clients. First, We have refunded ***************************** what she has requested and $500 more for her inconvenience. We are sorry for this oversite and the stall in her request. We at Rice and Rice strive extremely hard to always place the needs of our clients first. There are times in our business where there is an oversite or the process moves slower, due to current circumstances. We read the email from ****************** and for the record. We had many meetings and worked hours to begin a ******** process for her husband, including reaching out to a ******** business and dealing with their financial advisor. We emailed at least three to four companies to set up power of attorneys with them. We set up a ******** file and met with ****************** several times and multiple phone calls. We have logs of our responses to phone calls and we did speak with her many times after her initial request for refund. We want her to be happy and didn't mind refunding her monies that were due back, the process moved slower than anticipated and we apologize for this oversite. We strive to have systems in place for all our departments so we are not in this place with a client. When it comes to this situation, we are already putting systems in place to ensure it does not happen again. Thank you for reaching out to us and again our deepest apologies for this situation. 

   

  Rice and Rice Attorneys

  Customer response

  03/27/2022

   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.

*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. ↩