My biggest issue with this firm was the billing. The entire experience felt like I was being…read morenickel-and-dimed at every opportunity.
I would receive multiple phone calls covering the same information and then be billed for each conversation. There were also charges for seemingly random "file reviews," even when there had been no new communication or activity that I could see that would have necessitated reviewing my file again. It became extremely frustrating watching my retainer get eaten away by charges that, from my perspective, seemed unnecessary or repetitive.
The customer service was also incredibly condescending. On more than one occasion, the paralegal actually laughed at me when I didn't understand something about the legal process. Isn't helping clients understand that process the entire reason people seek out a service like this in the first place? I never claimed to be a legal expert. That's why I hired them. Being made to feel stupid for asking questions was unprofessional and completely unnecessary.
The final straw came when I decided I no longer needed their services. I still had a couple hundred dollars remaining on my retainer and was then charged an "account closing fee." I would genuinely love to understand why it costs a client money for a firm to simply stop working on their case.
Unfortunately, the quality of the work did not make the billing any easier to accept. Legal documents they prepared for me contained multiple errors and typos that had to be corrected. When you are being billed for seemingly every interaction and file review, you would at least expect the documents you are paying for to be carefully prepared.
By the end, the billing practices felt excessive and difficult to justify. I walked away feeling like maximizing billable charges was a bigger priority than providing efficient service and value to the client.
I went to this company specifically because I wanted an affordable alternative to an attorney. Instead, I walked away feeling nickel-and-dimed at every opportunity. For a business that markets itself as helping people navigate legal matters without the expense of hiring a lawyer, I found the billing practices particularly disappointing. In my experience, what was supposed to be the cost-effective option ended up feeling like anything but.
I would not recommend this company. Save your money. Look elsewhere.
UPDATE:
The response from Lydia is correct -- I never voiced my concerns out of fear of not getting quality work from their offices after the frequent charges and the way they handle customer service. The few times I did request clarification about something, I was charged for condescending phone calls that simply reiterated previous points without appropriate explanation. At one point, I was even charged for an email that simply contained a blank form that I already had access to.
I'm sure they do keep detailed records. Unfortunately this attention to detail is not the same when it comes to basic typos or even customer service. I'm not disputing their records at all, so it's a moot point. I will, however, say that the number of minutes they charged me for, at times, did not match my phone records. I suppose they round up.
And, no, I did not previously express concerns about their customer service or condescending attitudes. You are a business. You are taking people's money and providing them with a service. If I need to tell you how to provide that service appropriately and respectfully, I'll simply take my business elsewhere -- which is exactly what I did. I waited to write this review until I was sure I no longer needed any documentation from them because, again, I just didn't trust them.
And, yes, again, Lydia is correct. I did not follow up about the remainder balance of my retainer. After their "closing fees" I believe I had about $12 left. You can keep it, I'm sure the time you took to write this response falls under one of the inordinate business fees.
Finally, she is correct -- I always ended correspondence with appreciation for their work. That's basic human kindness and a professional and appropriate way to deal with a business transaction.
Did this business provide a service? Yes. So, I thanked them for their efforts.
Did they do it well? No. So, here we are.
