• Report: #1109581

Complaint Review: Legal Zoom

  • Submitted: Tue, December 24, 2013
  • Updated: Tue, December 24, 2013

  • Reported By: Ed — Arcata California
Legal Zoom
Operates Online Glendale, California USA

Legal Zoom Passive-aggressive practices Glendale California

*Author of original report: Legal Zoom Responded Positively

*UPDATE Employee: LegalZoom Reply

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The primary complaint I have is that they make it very easy to register for their services and be hooked with automatic monthly subscription fees but VERY difficult to cancel a subscription. A visit to their web site shows no direct email to drop a subscription. The experience of getting through on the customer service phone has been documented on U-tube and is humorous unless you are actually trying to end your subscription. They  aggressively try to make it difficult for a participant to unsusbscribe, but are doing so passively by providing no tools or handles to do so. I'm suprised they have gotten away with this for so long.

If one visits the AARP Fraud Watch or Scambuster, one discovers that complaints are quickly addressed there by agents of Legal Zoom each of whom leaves his or her personal phone extension or direct email--sometimes both. The problem is that this contact information should be available through the Legal Zoom site, not at a separate complaints board.  LegalZoom appears to be trying to do good public relations damage control on the complaint sites, and seems to monitor these closely.

So, iif you want to cancel a Legal Zoon subscription, you may get better service by filing a complaint about making unsubscribing inaccessible at one of the major scam-watch sites than you may by trying to use Legal Zoom's own site, which is convoluted and nearly impenetrable to a person wanting to unsubscribe from their services.

I got some of the agents' contact info at the scam-buster sites, and sent emails to a couple to try to finally cancel my own subscription. I am awaiting to see if that works. So far, all I have received is an out-of-office response.

 

 


This report was posted on Ripoff Report on 12/24/2013 12:12 AM and is a permanent record located here: http://www.ripoffreport.com/r/Legal-Zoom/Glendale-California/Legal-Zoom-Passive-aggressive-practices-Glendale-California-1109581. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Legal Zoom Responded Positively

AUTHOR: ProfEd - ()

After managing to contact one of LegalZoom's Custome Liaison, I received a positive response that was above and beyond anything I expected. I posted the response below.

Today, I verified that the subscription charges had indeed been refunded.  My experience is that while LegalZoom's website with its lack of a "cancel subscription" link remains a serious hurdle, once you do connect with a custome service rep (I received my contact from a complaint board response.) A customer is treated very well.

Ed

--------------------------------

Hi Ed,

I have reviewed your account as promised and again I want to apologize for you being charged for a service you did not require. The plan that you are/were enrolled into is a legal plan that entitles you to receive unlimited attorney consultations on any new legal matter along with additional benefits. If it's something that you specified you didn't want to participate in or you did not see details of the plan in the questionnaire when you originally placed an order with us, then that is our mistake and when we make mistakes we like to fix them. As a result, I can confirm the cancellation and full refund of $14.99 for 30 payments has been processed back to your card . Please allow 3-5 business days for availability, depending on your financial institution.

Again, I wish to apologize for this experience and any inconvenience caused. Please feel free to reach out to me directly for any other questions or concerns.


Chyna Smith
Social Media Customer Liaison
LegalZoom.com
101 N. Brand Blvd 11thFL
P: 800-773-0888 x3970
E: Chyna@lzserve.com

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#2 UPDATE Employee

LegalZoom Reply

AUTHOR: LegalZoom - ()

 Dear Ed,

We are sorry to hear that you were being charged for a service that you were unaware of. If you specified you did not want to participate in the subscription plan, that's our mistake and we would like an opportunity to make things right.
 
As a courtesy we have cancelled the subscription, refunded the charge, and sent you the refund/cancellation confirmation via email. Again we apologize for any inconvenience this may have caused you. Please feel free to contact me directly at Chyna@lzserve.com.

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