customer service questions
Do I have to go to your office?
While we love to meet our clients face-to-face, the truth is that our work can be entirely done remotely through e-mails, phone calls, apps, texts, or a combination of all four. As with everything else in life, communication is key and we will communicate with you via your preferred method.
Fun Fact: At least 60% of our current clientele lives outside of California. Also, we are often contracted by top law firms to serve their clients and have an efficient process in place that allows us to complete everything online.
How can I trust you?
What happens after my case is filed?
Consider us that good friend – the one you have that updates you on current affairs and reminds you of the important things in life. As such, our service does not end when we file your case. We will track, monitor, and follow up when needed and we are one call away in case you have a question.
How does your guarantee work?
We can assure you that we will handle your case with the highest degree of professionalism and care. Each case is supervised by an attorney, account manager, and paralegal with multiple reviews prior to filing. Lastly, our firm maintains professional liability insurance to keep you protected at all costs. While no firm can ethically guarantee a favorable outcome for your case, we want to do everything we can.
What makes you different?
Honesty, transparency, and a solution-oriented mindset. We put our client’s interest before the bottom line. We are inspired by the stories of our clients’, their aspirations, achievements, as well as the challenges they have overcome to pursue the American dream. Aside from our success, clients rave about our attorney’s friendliness and genuine care for the families we serve.
My case was previously denied by another law-firm, how can you ensure a better outcome?
Our workflow and process is designed to achieve success. Not every firm shares our philosophy or methods. During the initial consultation, we will show you our success and provide you with a detailed breakdown of what to expect.
Do you outsource your work or will your office personally handle my case?
All of our work is done in-house in order to ensure quality control over the work that we do for our clients. In fact, it is often the case that others outsource to us and that we provide back-office support for other law firms.
We believe your case is too important to assign to a third party and obsess about ensuring detail and care for your case from beginning to end.
CONSULTATION / FEE QUESTIONS
Why do I need to pay for a consultation?
How long is the consultation?
Consultations are generally an hour, although we are not strict. We will provide you with a thorough assessment of your case and allow time for questions. We want to make sure you walk out with all the information you need and with the confidence to make the next best decision. If a phone-call/or in-person consultation extends beyond the agreed timeframe, we will not charge you any additional fees.
If my questions are simple and require a few minutes, do I still need to pay a consultation fee?
We welcome you to drop by our office to see our office or try some of our delicious coffee. If we can answer your questions within ten minutes, we will happily do so at no cost. If you schedule a phone consultation, you will be required to pay the consultation fee upfront to accommodate the high volume of requests and questions we receive. Nevertheless, we stand by our promise that we will reimburse you for any questions that can be easily answered within a few minutes.
How do I know whether you can help me if my case is very complicated?
Our office has over 30 years of experience handling complex immigration and legal matters, and we pride ourselves in successfully filing cases that had previously been denied and/or turned down by other law firms. In the case that we are unable to help you, we will gladly reimburse you for the consultation free.
Do you offer a payment plan?
Yes, our payment plan is specifically tailored to meet your needs and ensure your case is filed in a timely manner. Plus, we do not charge you any interest. Typically, we will require that you pay an initial deposit and then pay on a monthly basis.
Do you offer any discounts?
We will create a retainer that is specific to your case and circumstances and most importantly, within your budget. We call this value engineering. We know that there are relatively straightforward components of your case that you can take care of on your own and are more than comfortable guiding you with the rest. In this case, you only pay for the services that you actually need.
What am I paying for when I retain your service?
We believe in absolute transparency when it comes to our fees. Just as when you open the menu at a restaurant and can see the cost for each item, we aspire to do the same for our services. Here is a short list of where your money goes:
- Licensed attorney strategizing and supervising your case;
- Account manager ensuring great customer service along each step of the way;
- An entire team building your case comprised of: paralegal, account manager, and attorney so your case is filed on time and well built;
- 30 years of experience and a solid reputation behind your case;
- Attorney insurance so you can feel safe knowing your case is protected if damaged, lost, or stolen;
- We invest in high-quality technology and products, giving you peace of mind so you don’ have to worry about the small things;
- Confidence knowing our firm has a track record of success
(see our success stories for more detail).
Why are you so expensive? / Why are you so cheap?
It’s funny we get asked both questions. The truth is, it depends on who you are comparing us with. We aspire to provide the highest quality of work while maintaining reasonable fees. Our team spends a lot of time perfecting each case, and we believe in investing in the things that matter, and managing our expenses on the things that don’t so that our overhead remains low.
CASE-RELATED QUESTIONS
My case was denied, what can I do?
In the unfortunate case that your case has been denied, there is still hope. There are various options depending on your case type and grounds for denial. You may need to file a Motion to Reopen, file an appeal, or re-file your case. We can advise you on the best route given the specific circumstances of your case.
Do I even need an immigration lawyer?
Maybe not, but most likely yes. The reason for this is that you don’t know what you don’t know.
In our experience, we find that many of our clients are knowledgeable and capable of preparing at least some parts of their case on their own, however, it is important to emphasize, regulations, laws, and forms are constantly changing and a simple mistake can have irreversible consequences in today’s immigration landscape. While you may be able to file a case on your own, many of our clients prefer we prepare everything after seeing the amount of work and care that goes into each case.
My case is taking too long, is there anything I can do?
Yes, our team can help you. First, depending on your case we will confirm whether you are within the normal processing times for your case and advise you on options if your case is beyond this timeframe. From calling USCIS, to filing a service request, we will guide you on the specific steps you can take. If you are our client, we will pro-actively monitor your case on a consistent basis.
What if I have little to no documentation to prove my case?
We will brainstorm with you to find creative solutions and help you think of various ways that you can show evidence for your case. Our clients are often impressed by our thorough checklists and walk out of their consultation feeling much more hopeful about the prospects of their case.
The government made an error. What can I do?
USCIS is comprised of humans, and as humans we make mistakes. It is important to act with a sense of urgency as timing can sometimes make all of the difference. Our team will help you contact the government to correct the mistake.