Erin R Pst
map-marker Harrisburg, North Carolina

Service Nightmare: Rocket Matter Legal Practice Management

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Regardless of whether you are interested in their monthly plan or contract, be sure to read to the end so you don't get suckered. I signed up for a 1-year contract after being hard sold and promised great things. I was told the prices had increased 2 days prior to my call and I needed to make a quick decision for them to give me the package at the lower price. I was lied to by the salesman that they did not have monthly plans, only to find out later they had the option available. It is now advertised as monthly on their website. The trial access is limited and I was not able to see how the payment plans and credit card processor would be integrated into the account. This was the most important feature to me and the reason I signed up with their company. It took two months to get the payment processor Lexcharge to integrate from the time I signed up. It was supposed to take 2 weeks according to the company. Which I still thought was too long at the time. The full access version is was not very user-friendly in my opinion. I had issues transferring contacts and invoices from my other CRM system and manually inputting over 1000 clients was not an option. As I continued to become familiar with things, I also found it to be glitchy. They had consistent down maintenance notices and I had to routinely clear my browser settings to regain access. When I called the company to get assistance with each problem I had issues getting the proper response or assistance. Feeling defeated and a little deceived I requested a refund and cancellation only to receive pushback because of the 1-year contract. You must request a refund within 7 days of signing up. However, It wasn't possible for me to set up my account within 7 days so that I could experience the later issues. You can tell that the employees are used to dealing with complaints because they spend a lot of time deflecting the issues, passing the buck to someone else and avoiding helping the customer at all. I spent many hours on the phone explaining the situation and the history of calls. One of the employees told me that I just didn't know how to use the system and I would need to pay them additional money for one on one training. I felt that it was ridiculous to pay them MORE money to resolve the issues considering how much I had just paid. Unfortunately, I never received a refund and I never even used the system for an actual client. They wasted an enormous amount of my time, "trying to help me" but not actually helping me or providing good customer service. Due to the situation with Rocket Matter, I also experienced issues with their payment processor Lexcharge. Lexcharge was supposed to be included in the Rocket matter contract. Three months after the initial sign up date they started charging fees to my bank account in various amounts. We also started getting bills in the mail. The bills never included Rocket Matter or Lexcharge's name and it was difficult at first to find the source. After contacting someone at Lexcharge they confirmed the connection and said they would have the charges stopped. However each month the charges kept coming and even increased as high as $99 per month. We never were able to get a clear answer as to why we received charges on an inactive account. A representative at Lexcharge stated that the charges were coming from their third-party processor and had us jump through hoops to get them canceled and refunded. After an enormous amount of time was spent trying to resolve this issue, we were not helped and directed back to the contact at Lexcharge. After many promises and apologies that the charges would stop and that our account was closed, they didn't. Lexcharge even partially refunded us and said that it wouldn't happen again......but the charges kept coming each month thereafter. We ended up putting a hold on our bank account. Be aware if you cancel Rocket Matter you must separately cancel Lexcharge even though they aren't the company you have a contract with. They then sent us collection notices with additional collection fees! Needless to say, it has been a nightmare.
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Loss:
$1000
Cons:
  • Customer service
  • That it took too long to integrate the payment processor
  • That they tried to charge me more money
Reason of review:
Poor customer service
1 comment
Guest

$&@

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