• Report: #890374

Complaint Review: Legal Zoom

  • Submitted: Wed, May 30, 2012
  • Updated: Tue, March 12, 2013

  • Reported By: sgc909 — Cape Girardeau Missouri United States of America
Legal Zoom
101 N. Brand Blvd, 11th floor, Glendale, California 91203 Internet United States of America

Legal Zoom slow service, conflicting messages, no follow-through, takes payment for services never rendered, nothing but excuses Internet

*Consumer Comment: Do not use this company

*Consumer Comment: ???

*Consumer Comment: ?

*UPDATE Employee: LegalZoom Complaint

*Consumer Comment: Legal Zoom Issues

*UPDATE Employee: LegalZoom Complaint

*Consumer Comment: Legal Zoom Issues

*UPDATE Employee: LegalZoom Complaint

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I contacted Legal Zoom in order to obtain an LLC, file a DBA form, and obtain a tax ID number.  Simple...or it should have been.  I filled out the forms on their website and paid with a credit card.  I was given the option to pay extra for faster service or pay the regular fee for completion in 20 days. I chose the latter as the total cost was already several hundred dollars.

Thus, I did not expect everything to be completed that week, but I also did not expect the process to take nearly two months! To be fair, a Legal Zoom representative did call about three weeks ago to apologize for the delay. I told him of my growing dissatisfaction and the need for the documents so that I could begin to do business. He apologized and promised to have everything expedited to me in an overnight delivery. That delivery was to have included all three documents upon which I had been waiting.

The delivery only included the LLC papers. There was a blank tax ID form included because, as they claimed, I had not asked them to prepare one. The DBA form was absent.

I called customer service. The lady who answered claimed that the DBA form is on its way, and that they had not been able to obtain the tax ID number as yet "because the IRS website has been down." She had no reply to my expressed doubt that it would have been down for a month. 

I may eventually receive the documents for which I paid. The fact is, however, Legal Zoom is SLOW. They are deceptively expensive. It starts cheaply enough, but there are lots of hefty extra fees built in for various important elements. Not buying them is kind of like buying a house without the windows or doors. They give conflicting messages without good explanations for the discrepancies. They are full of apologies but fail to make good on promises. 

In short, I cannot recommend them. Think twice and look elsewhere before considering.

This report was posted on Ripoff Report on 05/30/2012 07:47 AM and is a permanent record located here: http://www.ripoffreport.com/r/Legal-Zoom/internet/Legal-Zoom-slow-service-conflicting-messages-no-follow-through-takes-payment-for-servi-890374. 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:
0Author 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Do not use this company

AUTHOR: BC2010 - ()

I used them for a simple will and even go the expensive package.  They started charging me $14.99 a month and after I saw that and called to tell them to stop/get a refund I had to get my bank involved.   They agreed to refund all when my bank called but of course they only refunded 1/2 and it took additional calls to get the rest of the money back.  Do not deal with them on any level.  Customer service is designed to make you frustrated and just say "forget it".  Very unprofessional.  Avoid at all costs.

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#2 Consumer Comment

???

AUTHOR: DP in TX - (United States of America)

Ok, this just gets better and better.

Legal Zoom 2 the latest emailer from Legal Zoom is also named Patty.  Is it the original Patty now providing an actual email address instead of a non-working one?

First they are filling out forms without my consent and with erroneous information, providing a service that was more of a hassle than a service.  Now it appears they reply to posts identifying issues offering to help but using email addresses that not only don't work, per Legal Zoom employee 2, but in a completely different domain name than an email address that is now offering to check into the situation and does actually appear to be a working email address but is for someone with the name of Legal Zoom 1 with the invalid email. Wait now I'm confused.   What a joke.

At first I was annoyed by the issues, now it seems like Legal Zoom is out of control.

I hope someone from Legal Zoom with some authority can see this and fix it, this is ridiculous.
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#3 Consumer Comment

?

AUTHOR: DP in TX - (United States of America)

Is Patty@lzserve.com with Legal Zoom?  Is the email they provided an actual email?  If yes to the first two questions and you are with Legal Zoom in a capacity to help those with problems, similar to what Patty implied they did, wouldn't you consult with Patty?  If the answer to either of the first two questions is no, why is Patty@lzserve.com sending emails implying they are willing to help with issues if they are not able to receive emails and/or affiliated with Legal Zoom?

Here is my recap:

Problem with Legal Zoom posted

Legal Zoom 1 replies apologizing

Problem 2 with Legal Zoom

Legal Zoom 1 replies apologizing

Problem 2 emails Legal Zoom 1 for assistance, no reply from LZ1

Problem 2 posts update re LZ1

Legal Zoom 2 apologizes and says cannot get email sent to LZ1

LZ2s email is not even similar in format as LZ1s but both in similar capacities within Legal Zoom

Odd scenario
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#4 UPDATE Employee

LegalZoom Complaint

AUTHOR: LegalZoom - (United States of America)

Hi DP,

We're sorry we didn't receive your email, can you resend that same email to Pchikamagalur@legalzoom.com please? We'd like to resolve the matter for you as quickly as possible.

Thank you for your patience.
LegalZoom Customer Care
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#5 Consumer Comment

Legal Zoom Issues

AUTHOR: DP in TX - (United States of America)

After seeing the response from Legal Zoom, I emailed the provided email all of my information in regards to the problem.  No response.   Is it a real email or just a boiler plate to look engaged in a solution?  Proven boiler plate docs for legal matters are a benefit, non-responsive boiler plate customer service emails are a poor business practice and frankly are disrespectful to their customers and potential customers.

I have resolved the issues by going on line at my local state's website and going through the process myself.  My experience is that they did not make the process any easier, but added a few days of delay, frustration, and additional expense to the process.  The state filing was easy to do, I should have just gone direct for the filing in the first place.  They do offer a decent price for Registered Agent services, that they farm out to established companies in the appropriate states.  Will see how this works out.

It will be interesting to see if this generates another generic response from Legal Zoom.
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#6 UPDATE Employee

LegalZoom Complaint

AUTHOR: LegalZoom - (United States of America)

HI,

We apologize for the experience you've had with LegalZoom regarding your LL, DBA, & EIN package.  Our goal is to make every Customer happy with our products and service, we clearly missed the mark this time.

We'd like to learn more about your situation.  Please kindly submit your contact information to: Patty@lzserve.com and we will review your order history.

We look forward to speaking with you and hope to make your experience with LegalZoom a better one.

LegalZoom Customer Care
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#7 Consumer Comment

Legal Zoom Issues

AUTHOR: DP in TX - (United States of America)

I also used Legal Zoom to file for an LLC.  While I was filling it out, my cellphone rang and it was someone from Legal Zoom calling to help with the form.  They asked me random questions and unknown to me started filling out the form with answers that were incorrect for my specific filing.  They then told me we were done and that I could review it and finalize while trying to upsell me on their services (Amazingly unacceptable for someone to link in to my form and fill in information that was at best uninformed and at worst completely wrong).  I thanked them and told them I could do the rest, I had to go back to the start and fill it out correctly.  They even had the box checked that I was a "Transportation" company, even though I have nothing to do with transportation.  

I paid for expedited filing to get this step behind me and paid several hidden fees that were never described anywhere in the process and submitted the order, it still was less expensive than an attorney, and was hopeful that the services they were offering would be fulfilled.

Within the hour I got an automated email from Legal Zoom stating their was a problem with my form and to email their customer support email with the order number.  I did as directed and included the order number.  I then received another automated email stating my inquiry had been received and someone would contact me in one business day.  Interesting that I get an instant phone call so someone can upsell me, but the customer service solution is a bot that just sends auto replies?  

They did not contact me within one business day, and I am in the process of canceling all charges on my credit card as, to my knowledge, I have not received any services within the timeframes they specified on the website.  I didn't expect exceptional service, but did expect them to fulfill what they represent on their website. 
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#8 UPDATE Employee

LegalZoom Complaint

AUTHOR: LegalZoom - (United States of America)

Hi,

We're so sorry about your experience with LegalZoom. We are constantly striving to ensure the satisfaction of each Customer, and it seems we fell short of that goal in this situation.

Please be mindful sometimes the turnaround time for entity filings vary from State to State, especially if they're experiencing a backlog to budget cuts. Additionally, the IRS website does also go down from time to me. These delays are matters that are beyond LegalZoom's control and we apologize for any inconvenience that this may cause for your business endeavors.

Please contact us so we can try our best to get the LLC, DBA, and EIN completed and sent for you a quickly as possible. You can reach me at: Patty @ lzserve.com.

LegalZoom Customer Care
800-773-0888 x 8720
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