Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Divorce.com charged me for services notwithstanding my attempts to close my account within 24 hours of creating it. I contacted the customer service department at ********************** who indicated to me that my account was closed when in reality it was never closed and they continued to bill me monthly. I continued to dispute the charges which were being rendered through Affirm. Affirm told me that I would need to contact Divorce.com to cancel the account (which I already had), so I remained stuck in a black hole of billing in which neither company would speak to each other to reconcile the status of my account. As a result, my account has been charged off and I am unable to secure housing as a result.

  Business response

  01/29/2025

  Canceling an account and requesting a refund is different. This customer was no longer charged by ******************** for services after they canceled their account. Affirm is a third-party creditor. When a customer uses Affirm (or any other creditor) to pay for our services, they need to pay Affirm (or any other creditor) for their loan. 

  We have worked with this customer and believe this matter is now resolved. 
  

  
  

  Customer response

  01/30/2025

   
  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

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  divorce.com promised as part of their advertismnet that divorce filling will be accepted by the court. when i went to the court judge did not accept filling because fors were not correctly filled. i never filled or created any forms ,divorce.com did . i contacted them and they said they are sorry . Athough apology is nice does not do me any good i a out of the money i paid them for services they didnt deliver. in order to review the case and possibly issue a refund they told me i have to contact the court and ask for letter why filling was refused. i did and once again divorce.com humiliated me second time because courts does not issue this type of letter. Judge said it exectly what was wrong and he was also mocking companies such as divorce .com. of course i have to find ,hire and pay lawyer not and from divorce .com i only get crickets while theor CEO ********* is posting fancy photos of herself on private jets people are getting tricked and cheated by her company .hey shoulld be ashamed for praying on people who are desperate at the moment. and quite frankly they shoud not be allowed to do busiess because they lie ,cheat and they are rude. if you read their responses on here they do not take responsibility for nothing. its always customers fault. no sane person would pay for their services and that is basicaly just filling up gaps on forms but their deceiving tactic and false advertisement give people hope thatthey can get things done without spending a fortune. Disgusting.

  Business response

  01/22/2025

  We have customers successfully file and finalize their divorce cases daily. If you have questions about the process, please let us know. We are happy to help.
  Typically, if the court does not accept the filing of a document, adjustments must be made, and then you can file. For example, if any of the forms were not correctly completed (signed, dated, etc.), this is a reason for court rejection. Once fixed, you can work with the court to ensure you properly file your documents. 
  
  

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September of 2024 I attempted to file for divorce through divorce.com. I never completed the divorce process and have never received any services or products from Divorce.com to date. More than a month had passed and I advised Divorce.com that I was not using their service. I received no divorce from Divorce.com but now that they have waited out their 30 day refund limit they want to charge me full price. This is obviously unethical and perhaps an illegal practice as well. Unfortunately these bad business practices taint an entire industry. I feel someone should report this to their state attorney general's office for further investigation into these types of practices. Please beware before you sign up to their services.

  Business response

  01/03/2025

  We cannot locate a paid account for this person. Please provide us with the full name, email address, or phone number associated with the account so we can better assist with this matter. 

  Customer response

  01/03/2025

   
  Complaint: 22757903
  
  I am rejecting this response because:

  It is not resolved yet. 

  **************************** is email

  Phone number is ************

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

  Business response

  01/18/2025

  We have resolved this matter directly with the customer. We invite them to reach to us directly if they have questions. 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company sent us forms, with which ,we were to file our divorce,with the Alaska court system.These forms were not prepared properly and were not accepted.We obtained our own forms and filed ourselves. Very little was done by Divorce.com . They are unwilling to give us even a partial refund.I would like my complaint to be reflected in their BBB rating , to alert the public.

  Business response

  01/03/2025

  We regularly assist customers successfully file and finalize their cases in ******. If there are issues with the forms, we will work with the customer to ensure they are accurate; and we offered to help this customer. This customer completed our self-serve questionnaire, downloaded their forms, and confirmed the form's accuracy. We mailed them their forms so the court filing process could begin.
  
  We are happy to continue to help them and invite them to contact their case manager if they have further questions.
  
  Our refund policy can be found here: ***************************************
  

  Customer response

  01/05/2025

   
  Complaint: 22734137
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer response

  01/28/2025

   My case number is ******** . I misunderstood part of the process. I do not accept the response from the company involved. I am grateful the BBB contacted them.The sum of money involved,could cause hardship.A partial refund,seems apt

• Initial Complaint

  11/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against Divorce.com for misleading advertising & inadequate services that failed to deliver & caused significant delays & distress. On 10/3/24, I purchased their *** divorce package for $538 to simplify my divorce process. Divorce.com advertises "unlimited editing," but users can't edit directly. Instead, changes must be requested via email, leading to a two-day wait for a response. This process was frustrating. Even after revisions, the docs still contained errors, causing further delays. Despite carefully reviewing my info, the docs generated were consistently inaccurate. After numerous failed attempts to resolve the issues, I gave up on the service. I ended up downloading all the forms from the Superior Court's website myself & manually inputting the info, only to discover that one of the forms was outdated. This caused unnecessary delays, financial strain & emotional distress.While Divorce.com refunded $84 for ineffective services, they refused to refund the full $538 for the *** package for all issues mentioned, citing a 10-day refund policy. They also insisted I provide a court rejection letter before considering refund. This policy is unreasonable & unfairly shifts the burden to customer.I also raised concerns about the services lack of support for petitioners in abusive situations. Divorce.com dismissed my feedback, despite my valid concerns about the potential risk of exposing a spouses private address to their abusive partner through a spousal access account. This highlights the companys lack of compassion & disregard for customer safety, contradicting their advertising claims.I respectfully request that the BBB investigate Divorce.com. The company targets vulnerable customers, promising a helpful service that ultimately fails to deliver. "It boils down to customer experienceif doing it online isnt easier, whats the point?" - Director of Ops. If the service is not delivering on that promise, then what is the point?

  Business response

  12/04/2024

  We provide a self-help service where customers have access to our questionnaire. Based on their answers, the software generates their forms. Once their forms are ready, if they need to make any edits, they can do so by clicking on "edit answers." There is no limit on how many times customers can do this, and customer support does not need to assist with this process. It can all be done directly by the customer.
  
  The errors mentioned by this customer can be resolved through their answers to the questionnaire. We emailed them, explaining how they could edit their answers to fix the issues.
  
  We only provide service for uncontested cases where both parties are in agreement and willing to sign the documents. If privacy is a concern, our customers do not have to give their spouses access. Allowing spouse access is optional.
  
  We understand there are other sources for obtaining forms. We do not sell forms. As explained above, we provide a self-help service.
  
  Our refund policy can be found here: ***************************************
  

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company claims the ability to generate necessary forms to successfully file for an "agreed" upon divorce based on questionnaire responses. In this case I paid for the "platinum" service where the company generates the forms and files them with the court (In this case in *******). Forms are not accurate according to Florida Courts and I simply wish to have the difference for the platinum service refunded as I have been provided access to the forms that were generate. For example, the company insist on all financial information being filled out for disclosure however there is a waiver form to avoid this information be public court record. this demonstrates a clear and present flaw in the service. Additionally, no forms have been filed with the courts. Company refuses to refund any amount as it has been longer than 10 days since I placed my order. I no longer wish to use this service to have my forms generate or to file for divorce in the State of *******. I request a partial refund for the difference between the standard forms generation service and Thank you.

  Business response

  11/27/2024

  There are several ways to file for a divorce in *******. Our process works; many customers file and finalize their cases in ******* daily.
  This customer purchased a package and utilized services within that package. We explained this via email and invited them to respond to our email with any questions. 
  

  Customer response

  12/01/2024

   
  Complaint: 22588524
  
  I am rejecting this response because:

   

  no service matching the services promised in the purchase description has been provided in totality. 
  

  After reviewing the advice of divorce.com and the advice of Florida Family law diy advice the two do not match. Divorce.com insist on utilizing financial disclosure forms that are not required under Florida law and have no knowledge of the financial disclosure waiver form that can be utilized as per Florida Circuit Court. 
  

  I do not wish to use the file for me service which was originally purchased based on the inaccurate nature of the purchased service and insistent advisement of Divorce.com staff that if I do not full disclose financials that the court will not accept the documents. 
  

  I wish to have the file for me service refunded and will accept the cost of the lesser form preparation service based on delivery of the forms.
  

  it is not my job as a customer to identify inaccurate practices to the service provider and I purchased the service to simplify the process. 

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

  Customer response

  01/13/2025

   

  I wanted to reach our regard the below complaint. The company in question has only responded to the initial complaint where they effectively told me what trigger the complaint in the first place. The cost of the services have still not been rendered regardless of the quality of service that has been provided thus far. 

  
  

  Short synopsis: a level of service was promised and I would approximate 1/4 of that service has been provided. I have requested the remaining 3/4 of the cost from the company with no resolution. 

  
  

  As of this email only the forms preparation service has been provided. 
  
  

  V/R,

  
  

  ***** *******

  **************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired divorce.com to help me prepare paperwork send the paperwork to my spouse for her to sign and file the paperwork with the court I started this transaction February 5 of 2024. I have reached out several times to customer service and my case manager through emails and phone calls. It took forever to get the paperwork prepared correctly and I have been trying to get in touch with my case manager through email with no response. I have called customer service and left messages for her to call me with no response, I feel like I have wasted $1500 with a company that all they did was just print paperwork and mail it to me when I couldve done that myself they have not stuck by their word and helped me with the steps as they should have as I paid for I am asking for a full refund of what I paid them plus the court cost that I have already mailed in order. I am actually having to hire a real attorney to help me with this process. I shouldve known better than to use them anyway due to their reviews, but I wanted to give them a shot.

  Business response

  09/03/2024

  We strive to give each of our customers excellent service. We are sorry to learn that this customer's experience has been less than satisfactory.
  We reviewed the account history and saw that the case manager for this customer made multiple attempts to communicate promptly, made herself available by providing a link to her calendar so he could schedule calls with her directly at a time that conveniently works for him, and connected with him via Zoom for his workshop.
  
  After receiving this BBB complaint, the case manager talked to him. She reminded him of our process and told him what we needed to proceed with their court filing. He told us about some technical issues he experienced, which we have looked into. We are still working with him and will continue until this matter is resolved.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for an assisted divorce. The papers that they sent me and my spouse were not legitimate. The county clerk would not accept them. I have tried to ask for a refund, but since I didnt do it within the appropriate timeframe, they denied it. *** had to hire attorney due to the seriousness of my divorce, and they will not work with me knowing they took too long to mail out my paperwork for me to realize it wouldnt work in court and I couldve for the same papers off Texas law help.com

  Business response

  08/14/2024

  We contacted this customer and gave them an outline of events, including timelines and services rendered. We explained how they utilized our service and requested additional information from them. We have not heard back from them yet but are happy to continue assisting them when they respond. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 05/03/24 after having reviewed their website and taken their initial assessment quiz (in which I was told that they would be able to help me in my case) I signed up and paid for their we file for you package, which consists of filling out the Illinois divorce paperwork and the filing of said paperwork. The initial draft they submitted was missing information due to the Illinois divorce form having sections that their website questionnaire didnt. After days of going back and forth with the customer support team the forms were manually edited. During that same time, I was advised to contact an attorney through their help center due to them not being able to guarantee that their forms would be accepted by the court and that if I wished to proceed I would not be eligible for a refund. I contacted an attorney through their help center, and the attorney advised me to hire an attorney and not to file through Divorce.com. I sent their customer support an email advising them of what the attorney had said and requested a refund. I received an email stating that they wouldnt be issuing a refund due to the time that had passed. I again emailed the support team and requested a refund due to the fact that they were not providing me with the services I had paid for. After 2 days, I received an email stating that a refund of $250 would be issued to me to which I never agreed to. I paid $749 not including the fee I had to pay to use their help center. Im requesting a full refund due to the fact that they initially stated that they would be able to help with my case but have done a poor job. From filling out the initial paperwork and then stating that they couldnt guarantee that the courts would even accept the paperwork to not even filing the paperwork with the courts. Therefore not providing me with the services I had paid for.

  Business response

  07/01/2024

  We contacted this customer and invited them to review our refund policy, which can be found here: ***************************************
  
  "We provide significant services beyond the generation of your divorce forms. Answers to common questions, filing instructions, and customer care provided while using our site are just some of the valuable services we provide. For this reason, we unfortunately cannot ***** a refund in cases where a customer has accessed our post-purchase services, including our ************ services, post-purchase questionnaires, forms, instructions, and customer care center."
  
  This customer utilized our post-purchase services (e.g., completed the questionnaire and downloaded forms). We are happy to continue to assist them with any manual changes needed to their form(s) and explain what information we need to proceed. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a self-service to file for a divorce with this company. The amount advertised was different from what I was charged. I also tried to cancel the service the next day, it was listed as a 10-day cancellation. I never receive anything for the $1499 I was charged, and I did change my mind on the process immediately. I did use Affirm to finance the purchase and also reached out to them to request a refund, they never heard back from the merchant.

  Business response

  05/22/2024

  As you can see from the attachment provided by the customer, we have made multiple phone call attempts and have promptly responded to her emails. We want to talk to her on the phone and have explained why in our emails. 
  
  We explained to this customer how she utilized our post-purchase service. She completed the questionnaire, and before she submitted her answers, a large pop-up window appeared that clearly said, "No refunds after submission." She continued to click on Submit for Processing, and her forms were processed. 
  
  Our refund policy can be found here: ***************************************
  
  We are still willing to work with this customer and ask that she please respond to our email and schedule a time for us to speak with her on the phone. 

*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. ↩