Well they were specific about billing in 6-minute increments and they document what is done every time something needs to be done and account for the time. On top of that, they gave an example where the defendant could settle with us after just the initial letter which is likely less than 1 hr of work. At their hourly rate, it takes 16.5 hours of work to reach the retainer fee. I tend to believe when they stated verbally they would give unused money back, so I'm not sure if you guys are just making fun of lawyers or speaking from experience.
As long as the letter seems like they will return unused retainer fee (and that's how it usually works?), then all is good.