Client Complaints and Concerns

How we take care of our clients

An immigration case is personal. It involves your family, your job, and where you get to build your life, so waiting on news can be hard. At Rivas & Associates we want every client to feel informed and heard, from the first phone call to the day a decision arrives.

Here is what working with us looks like. When you call, our intake team listens to what is going on and sets up a consultation. At the consultation, an attorney reviews your situation and explains your options. If you decide to hire us, we send your agreement so you can sign and get started.

Once you sign, your case goes to a legal team of attorneys, paralegals, and case staff. They handle your file and are your main point of contact while your case moves forward.

If something isn’t right

Most concerns we hear come down to communication. Maybe you left a message and didn’t get a call back. Maybe you aren’t sure where your case stands. Cases with USCIS and the immigration courts can take months or even years, and long stretches without news can make it feel like nobody is working on your file.

A good first step is to reach out to your legal team directly. They know your case best and can usually answer questions about it quickly.

If you already tried that and you’re still frustrated, or your concern is about the service you received, we want to hear from you. Firm leadership reviews every concern, and someone from our team will contact you to talk it through and work on a solution.

Three ways to reach us

You can call us, email us, or fill out the form on this page. Our team speaks English and Spanish.

Phone: (844) 37-RIVAS
Email: info@rivasassociates.com (please write “Client Concern” in the subject line)

So we can find your file quickly, include your full name, the best phone number to reach you, and a short description of what happened. Please do not send passport numbers, Social Security numbers, or other ID numbers through email or this form.

Client concern form

Common questions about client concerns

How do I file a complaint with Rivas & Associates?

Call (844) 37-RIVAS, email info@rivasassociates.com with “Client Concern” in the subject line, or fill out the client concern form on this page.

What happens after I send a concern?

Firm leadership reviews every concern. Someone from our team will contact you to talk it through and work on a solution.

Should I contact my legal team first?

Usually, yes. Your legal team knows your case best and can often answer questions about it quickly. If you already tried that and you’re still frustrated, send us your concern.

Why haven’t I heard anything about my case?

Immigration cases with USCIS and the immigration courts can take months or even years, and there can be long stretches with no news. If you’re not sure where your case stands, ask your legal team or send us a concern.

Can I send a concern in Spanish?

Yes. Our team speaks English and Spanish, and you can call, email, or use the form in either language.

What should I include?

Your full name, the best phone number to reach you, and a short description of what happened. Please don’t send passport numbers, Social Security numbers, or other ID numbers.

Thank you for telling us. Your feedback helps us do better for you and for every family we work with.