Crysten A.
Deceptive website for billing, argumentative customer service,
Website is hard to understand when it comes to free trials and billing. I was under the impression I was doing a 7-Day free trial and could cancel at any time. Therefore, I put in my credit card information, went ahead and tried to use it. I downloaded one form which wouldn't even send to the person I needed to send it to. Then when I realized I was charged $180 I called to cancel and get a refund within 7-Day window and was told because I downloaded a form they would still charge me $60 but would refund the remainder of the $180. Customer service tried to argue with me and tell me that they don't have a 7-Day free trial and that the website does not look like other websites that do free trials where you give the credit card information but are only charged after the trial window. So not only did the single form not send to the person I was trying to send it to, the website was deceiving on the charges, customer service tried to argue with me and deny all of it, and I was still charged $60 for a single form that was downloaded while I was under the impression that I was trying out the program...
Reply from US Legal FormsOct 1, 2026
Crysten, hi again! We are very sorry the communication was not satisfactory earlier. We've just revisited your case and can actually only confirm that the replies provided by our agent were correct and exactly as per protocol. First of all, we DO NOT have a free trial period, and never did. You can check it again for yourself on our official website: uslegalforms.com/pricing (or any other page, actually). We have Basic and Premium plans, both available on monthly or annual basis. That's it. It's been like that for years, decades actually. Now about the refund policy: full refund can be obtained when two conditions are met: 1) the customer changes their mind during the first month after the purchase; 2) there's no usage recorded in the activity log (no export/download/signing etc.). In your particular case, we can actually see in the system that the form was exported from the editor and sent for electronic signature. (Just to clarify though, we do NOT have access to the actual content of any documents, just the "moves" in the system, the activity log). Since the system showed there was usage, our representative offered a partial refund. We fully understand this is not the result you were trying to achieve, however, our Customer Service was working by the rules and regulations here.