ComplaintsforLexisNexis Legal & Professional

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  A year ago, a sales rep from LexisNexis contacted me offering me their product for my law practice. At the time, I was interested in the Public Records feature. I subsequently used the product a few times, but was never granted access to public records (the reason why I signed up in the first place). I then contacted Lexis to cancel the contract, and they refused. I then filed for arbitration. Lexis then completely ignored the demand for arbitration even after the arbitrator deemed jurisdiction to be sufficient. The arbitrator also deemed Lexis's arbitration clause to violate the rules. Lexis was informed multiple times of my demand, but I keep getting calls from employees who know nothing about the situation. At this point, I am no longer interested in doing business with this company. It feels like this company needs to communicate. Further, the contract is not countersigned by Lexis, the contract is not in my name, and Lexis has still not provided the service I signed up for. I want to be done with them.

  Business response

  03/07/2024

  LexisNexis is taking steps to address the concerns of this customer.  Details of the communication of those steps remain between the customer and LexisNexis.  LexisNexis continues to take steps in good faith both to address and to resolve the concerns of this customer in this matter.

  Customer response

  03/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  No One has called me, no one has tried to resolve anything. I just keep getting demand letters and messages left with third parties. 

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A long-time Westlaw user, I was hounded by a lexis rep as my Westlaw subscription was expiring. After much persistence by the rep, I opted to consider Lexis. In discussions with the rep concerning my practice I explained that I would be the only one using the service since my partner only practiced transactional law and had no use for the service. Importantly, the name of my firm—listed in the signature of each email exchanged with the rep—clearly denotes there is more than one attorney. I ended up signing on and signed a 2 year contract stating the subscription was for one attorney, which was consistent with the discussions with the rep. Several months into the contract, Lexis contacts me and says they need to increase my price because there is more than one attorney in the firm. Of course, the rep then denied our previous discussions wherein I explained I would be the only attorney using the service because my partner had no need for the service. Considering the name of the firm, Lexis had no explanation for how they didn’t know the existence of my partner. Likewise, they had no explanation why they didn’t look into the # of attorneys BEFORE the contract like they were NOW doing once the contract had gone into effect. The answer is quite obvious—to induce me into entering into the contract to only later claim they discovered something I had made clear from the beginning. Due to this change, my monthly price has nearly tripled. I had heard of Lexis horror stories before in the many lawyer forums I frequent but you can never be sure if they are true. They are! The complaints on this site confirm it. Lexis fraudulently induces customers into a subscription and then finds a way to increase the price. There is a reason Westlaw dominates. I have no doubt these tactics are the reason why. It is inconceivable how a service that depends on lawyers can condone these deceptive practices and risk isolating the very base they rely on.

  Business response

  09/27/2023

  LexisNexis has been working with this customer to address the situation.  This customer contracted for our services in October 2022 as a solo attorney.  During subsequent conversations, this customer acknowledged that there is more than one practitioner at the firm.  LexisNexis has adjusted the pricing accordingly based on the actual number of practitioners and has engaged with this customer in good faith to agree on a revised pricing structure consistent with a law practice larger than that of a sole practitioner.  LexisNexis will continue to work with this customer towards an agreeable pricing structure.  

  Customer response

  09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: Notably absent from Lexis' response is any explanation as to how and why they authorized a subscription for a 1-person firm despite me telling them there was more than one attorney and despite the CLEAR AND UNEQUIVOCAL name of the firm---visible in the signature at the bottom of all my communication with the Lexis rep--stating that the firm has one more attorney. To suggest they didn't know is incredible; they did know, they authorized it and then, as a pretext to raise the subscription price, they feigned lack of knowledge. I was clear and upfront that only ONE attorney would be using the service; thus, the number reflecting on the subscription is accurate and consistent w/ my represenations to Lexis. I further reject that they have attempted to resolve this in good faith. While I do acknowledge Lexis did offer a reduced rate for the additional attorneys, they failed to acknowledge any wrongdoing or negligence in their negotiations with me. Further, in my own attempt to resolve this, I recently reconsidered their offer to pay the reduced rate, but informed them the firm only has one additional attorney, not two. The Lexis rep refused to apply the reduced rate retroactively to April/May. So, in essence, this could be resolved by applying the reduced rate back to April/May. In insisting they will not do so, there is no evidence of good faith. Instead this billion dollar company is demonstrating that they are not willing to lose a dollar in the exerice of this "good faith", despite their representative having been the cause of all of this. Self-reflection will go a long way in resolving this, but inherent in that is the ability to recognize mistakes. That is something Lexis' ego wont' let them do. Again, in the spirt of settlement and compromise, if Lexis agrees to extend the reduced rate ($92 per attorney) for one additional attorney back to April, we can resolve this. Absent that, this dispute will remain unresolved.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 12/3/18 I entered into a 2-year subscription contract for $140/mo. The agreement had an autorenewal provision which required me to provide at least 30 days notice prior to the end of the contract term to avoid entering into an auto-renewal term of 1-year. On 1/12/19 I provided written notice via email to my account manager to not renew the contract at the end of the term, which was 11/30/20. The manager acknowledged receipt of this notice on 1/14/19. I continued to use the service after 11/30/20. No one contacted me, and the contract converted into a month-to-month contract. Over the years, the price kept increasing until it exceeded $172 and then inexplicably around March 2023 I received bills for $348/mo. My manager and I made numerous calls and left messages to try to discover why the price increased. Eventually, a customer service rep emailed us a copy of a letter dated Jan. 2023 from Lexis saying that the price was increasing because my firm size expanded from 1-2 attorneys. My firm size never increased- I am a sole practitioner. No one at Lexis will provide any answers as to why this happened. I sent my account manager an email trying to cancel the contract. He replied I can't because I'm in an autorenewal period until 11/30/2023. I showed him the emails from 2019 which prove I'm not. No response. So, at this point the account manager who will not speak to me on the phone or return subsequent emails, claims I owe $348 per month until 11/30/23 -- and that Lexis will not let me out of the contract until that date.

  Business response

  06/29/2023

  LexisNexis has responded to this customer, arranging for an amicable resolution with immediate effect.   

  Customer response

  07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Although Lexis reached out and apparently cancelled the service, I am still receiving invoices and threatening correspondence for an overdue balance which is based for $348 /month for past services which, for the reasons explained in my complaint, I do not owe.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/07/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I already filed a claim in NY (#********) and the agent told me to file here as well since this is where the legal dept is. I signed up for an account in July 2021 and contacted my agent in July 2022 to let them know I was not renewing my account. ****** **** told me I would have needed to reach out months before to cancel a plan - even though I was within the 1 year sign up. They're trying to say that I signed up knowing that I would be automatically renewed and would have to reach out months ahead of time to cancel that renewal. That is not true. I repeatedly asked the agent I purchased the plan from (***** *******) if there was an autorenewal - that I wasn't interested in that. I have an employee who can attest to that. The contract I was given to sign did not have the box for automatic renewal checked. I was told that the contract would end on the last day of the contract month (July 31, 2022). I want them to CEASE AND DESIST. I am fine with paying for the one year subscription I requested. I will not pay for a single month after that. This is fraud. A bait and switch tactic. I have REPEATEDLY asked customer service to reach out - they refuse. They're now saying I owe months for a plan I never purchased. The last note was received on Wednesday, July 20 from ****** **** who said she would do nothing to rectify the situation and I would be required to pay for another year through auto-enrollment (which, again, I did not sign up for).

  Business response

  03/15/2023

  LexisNexis has decided to resolve this matter in a manner agreeable to both parties to the agreement.  LexisNexis will follow up with this customer to relay next steps as to this resolution.  

  Customer response

  03/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: They have not reached out. They continue to send threatening emails about payments. I just want this to be over and done - I did not sign up for automatic renewal. I do not want to pay for a service I never signed up for. I just want to be done. 
  
  Sincerely,
  
  ******* ********

  Business response

  03/27/2023

  LexisNexis has decided to resolve this matter in a manner agreeable to both parties to the agreement.  This customer should expect to receive no further communications from LexisNexis in this matter other than follow-up with this customer to confirm next steps as to this resolution.  

  Customer response

  03/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: LexisNexis is still sending threatening emails about payment. They did credit my account for a few months (August 2022, September 2022, and October 2022) just this evening. I would like - in writing - that they respond THROUGH THE BBB, with how they plan to fix this. I do not want another notice from Lexis threatening legal action and I would like the account closed. 
  
  Sincerely,
  
  ******* ********

  Business response

  04/14/2023

  LexisNexis has taken steps to address the concerns of this customer.  Details of the communication of those steps remain between the customer and LexisNexis.  LexisNexis has taken steps in good faith both to address and to resolve the concerns of this customer in this matter.

  Customer response

  04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: I still have not received a message from LexisNexis about how they're fixing this problem. I have been receiving "credits" to my account here and there but have also still been receiving "formal demands" for payment. I want ONE CONCISE NOTE FROM LEXIS ABOUT HOW THEY'RE GOING TO STOP THE HARASSMENT AND REFUND ME FOR THE PAYMENT THEY OWE ME. 
  
  Sincerely,
  
  ******* ********

  Business response

  04/27/2023

  LexisNexis has already taken steps to address the concerns of this customer.  Details of the communication of those steps remain between the customer and LexisNexis.  LexisNexis has taken steps in good faith both to address and to resolve the concerns of this customer in this matter.

  Customer response

  04/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have still not heard from Lexis about exactly how they're fixing this dispute. Just a few weeks ago, they were still threatening to take me to court for payment for a plan I never authorized. I'm not sure how I can accept the response from Lexis when I have zero communication about what they're doing to fix their egregious errors - especially considering how deceitful they've been to date. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a small law practice in San Jose California. I had retired from a large firm many years ago and I started my small solo practice to take care of a handful off clients. -- I had one client for which I thought I needed the LexisNexis service. However, if I ever lost that client or closed my office or retired I did not want to keep paying more than $500 a month for the LexisNexis service. -- I told the salesman at the time I would not sign an annual contract and I only wanted to go month to month. -- He insisted that if I closed my office or retired I could terminate the contract. -- I trusted him. I lost the client, I closed my office on June 30, 2022. I cancelled my business license as of June 30, 2022. -- I was slow reaching out to LexisNexis but in early November I had no idea who to call. I had not been contacted for a long time. -- I visited their website and went in the chat room. I explained that I had closed my office and was retiring and I want to cancel the account. He told me he would have someone call me. -- A fellow did call but missed me. He left a voice message and call back number. I called back more than once and he never returned my call. -- I was then contacted by a new salesman and told me that if I wanted to cancel the account I have to prepared a document under penalty of perjury. -- I did. -- Not only did LexisNexis not cancel as of the wend of October as I requested (I did not ask them to go back to June 30). -- They have been complete jerks about this. Not only did not cancel the account they renewed it under the auto renew provisions of the contract. - I have sent them email after email and they send me collection notices every day. -- To me they are completely unethical. -- I had offered to pay for October but they must cancel all charges after October. And for God's sake cancel the auto renewal. I am 80 years old. I had paid them over $6,000 a year for several years. -- They need to live up to their word.

  Business response

  02/14/2023

  LexisNexis remains open to working with this customer within the governing agreement between this customer and LexisNexis.  LexisNexis began working with this customer in August, 2022, to receive the documentation from this customer necessary to take next steps on this customer's requests.  The customer provided documentation in December, 2022, and LexisNexis cancelled the account per this customer's request.  This customer remained under contract with LexisNexis until the December 2022 cancellation.  There are invoices outstanding that this customer needs to pay as those invoices fall within the time that the contact remained in force.  LexisNexis remains open to resolve this issue within the governing agreement between this customer and LexisNexis.

  Customer response

  02/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Not withstanding your mishandling my account you have offered me nothing here to straighten things out. The amount involved is peanuts for a corporation that made a $2 billion profit last year. Why can't you let me out of the last two months of 2022 and forget the auto renewal for 2023?

  
  I find it exasperating dealing with you folks. I signed up for your service only on the contingency that I could terminate the service if I closed my office and retired. – Your representative told me this would be no problem. – If he was lying then he defrauded me to induce me to enter into the contract. I made it clear that I would only sign if it was basically month to month. I had a tiny practice and only one matter that really needed the LexisNexis level of support. - I was replaced on that case early in 2022 and I then was able to close my office and retire as of June 30.

  (I am 80 years old. For many years I was a very senior tax partner at Deloitte and retired from there in 2005. Many former clients asked me to go back into practice, I did in 2009 but by 2022, I was very ready to retire again.)
  

  I attempted to reach LexisNexis but I had no number to call or even the name of a representative. I finally went to the chat room in your customer support site. I told the fellow I wanted to terminate the contract because I had closed my office, retired, and I was not using the service. -- He said he would arrange for someone to call me.

  A fellow did call me the next day and left a voice message. I was not available for the call. But I did return the call twice and left voice messages. He never returned my call.

  Every time you sent a dunning notice for payment I responded. I talked with your account receivable fellow and he was very polite and understanding. He told me he would arrange for my representative to call me.

  All I was asking for was to terminate the contract 2 months early. Your  representative did call, and he said I had to provide a statement signed under penalty of perjury and signed before a notary, that I had closed my office. I did just that.
  

  You rejected my signed statement for no reason and on top of that you auto renewed the contract for 2023. You have been sending me dunning notices daily. I have sent an email to the representative's supervisor and requested that he call me. I received neither a call or a reply to my email.

  Your dishonesty is appalling.

  You have offered me nothing in this response to my BBB complain.

  Make me an offer!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed a contract with LexisNexis for legal research access for $150 per month starting in January of 2022. However, they have been billing me for $232 per month and are not crediting all of my payments made. For the last two months they have sent me threatening letter/emails from a collection agency. I have called my account representative and emailed detailed records including bank statements and receipts from LexisNexis showing that I am not delinquent with my account but he has not taken any steps to resolve the issue and I am still receiving threatening letters. The collection agency is in the UK and there are no phone numbers I can call to resolve it directly with them.

  Business response

  06/20/2022

  LexisNexis remains committed to working with this valued customer to arrive at a solution that is consistent with existing contract between LexisNexis and this customer.  LexisNexis has taken steps to correct the invoice amounts, and LexisNexis has issued credits to this customer in line with the contract. With the credits and corrections, there remains an amount due from this customer.  LexisNexis expects to receive payment from this customer so that both parties are where they should be consistent with the existing contract between LexisNexis and this customer.

  Customer response

  06/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: Lexis states they have corrected the contract amount for the billing and issued some credits but that I still have a balance.  They have not confirmed that all of my payments were properly credited to the account. If all my payments as shown on the statements and receipts I submitted are properly credited to my account I do not believe I should owe a balance.  I checked my online account and cannot confirm that my payments were credited.  Please have someone show me that they are all accounted for.  
  
  Sincerely,
  
  ***** *******

  Business response

  06/22/2022

  LexisNexis has engaged with this customer to resolve this matter.  Yesterday afternoon, the account manager in this matter contacted this customer.  They engaged in conversation, worked through the matter, and arrived at an amicable resolution.  LexisNexis is pleased to continue the relationship with this valuable customer.  

  Customer response

  06/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their response accurately reflects the excellent resolution to my issue.   
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In November 2020, I signed a 3 year contract with LexisNexis. My contract w/LexisNexis was to expire on November 1, 2023. However, my account got cut off from Lexis on November 1, 2021. I called them on November 3, 2021, the first day I realized my contract was cut off. On November 4, I received an email from some an employee that said, "our Lexis subscription ended this Nov 1, 2021. I can renew your account for the same rate of $130." On November 12, after 2 weeks without LexisNexis, I sent Lexis an email saying, "Renew my account for what? A year? Please refrain to lines like 'follow up on this item please.' I'm a customer and you guys are the ones who stopped my service without me asking." I received a response from Lexis on November 12: "Sorry about the term used. When you set up the account online last year, the term was just for a year that's why it ended last 11/01/21. I can renew you for 1 year or multi year agreement, just let me know." I received a bill yesterday for $279.70. The same woman who cancelled my contract before now emails me and says, "I am reaching out regarding the service interruption that occurred previously. I thought you were on a 1 year contract but I was able to verify that it is for a 3 yr-term." I already signed a 3-year contract with Westlaw after Lexis told me I was no longer their customer. Now, Lexis are trying to force me back into the 3-year contract that they breached in the first place. This is an absolute scam and I need Lexis to back off and stop billing me.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Renewed contract for lexis advance - at the time of renewal the sales rep. offered me a credit for 2 months as incentive to renew. I agreed to renew based on the 2 months credit incentive and asked for the details of the offer in an email. I signed the renewal and also received the email from sales rep detailing the two months credit for renewing contract in the email (see attached evidence ). It is now 10 months later, and I still have not received the 2 months credit for renewing the contact. The sales rep. and customer service do not respond when I make inquiries regarding where is this credit ?

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/01/24) */ LexisNexis is working with this customer to resolve this matter. LexisNexis is working to issue a credit on the next invoice for this customer. LexisNexis apologizes for any inconvenience in this matter. Consumer Response /* (3000, 7, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this time, as of 02/02/2022, No credit has been made to the account. In addition, I received a bill today for Invoice Amount $63.84.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  When I entered a contract with Lexis Nexis, I was advised if I left Private practice and moved to a state agency I could cancel with no issue. Prior to COVID in June 2020, I entered into contract. At the time of contract renewal Lexis Advance was the top product offered but this fall a conversion was made to Lexis Plus at an additional fee. Though you could stay in the Lexis Advance product it was no longer the most advanced product offered by Lexis ,changing the terms of the contract by requiring a fee to upgrade. In August, I sent notice that I would be canceling because I accepted a job with a state agency. For almost 2 months I received no response despite numerous communications. On August 3, 2021 my account rep notified me I would be required to pay monthly until 2023. OR I had to dissolve my law office. I have asked NUMEROUS times for arbitration that is required in these instances, refusal to cancel in this situation and these times is wrong legally and ethically.

  Business response

  01/20/2022

  Business Response /* (1000, 9, 2021/12/23) */ LexisNexis is working in good faith with this Customer to resolve this matter. Correspondence between LexisNexis and this Customer to that end is underway at present. LexisNexis is working with this Customer, in good faith, to achieve resolution beneficial to all parties concerned. Consumer Response /* (3000, 11, 2021/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The part that they are working with me is 1/2 accurate. They are still sending demand notices and threatening to sue me. I respond yet they do not respond as they keep threatening to send to collections. If they are going to work with me, I'd appreciate a response to my email regarding the demand for money!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩