Disappointing Experience with Communication and Professionalism at The Warren Law Firm. We contacted the SF-Marin Lawyer Referral Service for assistance finding an attorney and were referred to The Warren Law Firm. Unfortunately, our experience has been extremely disappointing, particularly regarding communication, professionalism, and the way our concerns were handled. Initially, we were informed that the date provided by the referral service was incorrect, so the consultation was rescheduled for October 5. However, the attorney was too busy to keep that appointment, and it was rescheduled again for October 9. Because we were unsure of the appointment time and the firm's email stated that intake forms needed to be completed before the consultation, I emailed Rafael, the paralegal assisting with the consultation, on October 6. I attached the completed intake forms, copied my fiancé on the email, and requested confirmation of the appointment details. Unfortunately, neither of us received a response. When the firm later called, we missed the call because we were still waiting for confirmation of the appointment. Rafael then stated that he had not received my email and said he needed to look through his inbox. Despite the scheduling confusion and lack of communication, we were told that the missed call would be considered a missed appointment and that we would have to pay a $150 fee to schedule another consultation. We do not believe it is fair to charge us $150 under these circumstances.We had made a genuine effort to follow the firm's instructions, submit the required intake forms, and obtain confirmation of the appointment. I sent the email in advance and received no response. Rather than acknowledging that there had been communication issues on both sides, the firm placed the responsibility entirely on us and imposed a fee to reschedule. When we tried to explain the situation and suggested that the most reasonable solution would be to acknowledge the misunderstandings and simply start fresh with a new appointment, Rafael responded by saying, “Let me make two things clear to you,” and proceeded to speak to us in a scolding and condescending manner. He also made comments suggesting that if our case were important enough to us, we would have kept the appointment. We found this response disrespectful, unnecessary, and unprofessional. We were seeking legal assistance and trying to resolve a scheduling misunderstanding, not arguing or refusing to cooperate. It was particularly frustrating to be spoken to this way when we had made an effort to communicate in advance and had already experienced multiple scheduling changes initiated by the firm. We understand that attorneys and their staff have busy schedules, and we recognize that misunderstandings can happen. However, clients also deserve clear communication, reasonable consideration, and respectful treatment. It is especially concerning to be threatened with an additional $150 fee when we had emailed the required paperwork and requested confirmation but received no response. Based on our experience, we were disappointed by the lack of communication, the handling of the scheduling confusion, the proposed rescheduling fee, and the way our concerns were addressed. We believe this situation could have been resolved professionally and respectfully without escalating it or placing the entire blame on us. We hope The Warren Law Firm takes this feedback seriously and improves its communication and treatment of prospective clients. First impressions matter, and unfortunately, this experience left us with little confidence in the firm's client service.
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