Hi,

My name is XXXXX XXXXX X'd be happy to answer your questions today. Please note that there may be a slight delay in response time, as I may be helping with other questions or I may be away from the computer. I will answer any follow-up questions as soon as I can.

It is a real law firm. One of the partners is licensed to practice law in Ontario, with no history of discipline. However, they have an F rating with the Better Business Bureau, and there have been a few complaints within the last month.
http://www.bbb.org/kitchener/business-reviews/attorneys/silverthorn-and-lupolover-lawyers-in-kitchener-on-19654/complaints

Here is a review with some information that may be helpful. I also found this glowing review.... but it appears to have been written by the company (note that it reads like an ad, not a review).

The real problem with a lot of these debt relief companies is that customers don't read the contract thoroughly, so there's often a lot of confusion regarding what products or services the company is actually providing. They can't guarantee that the credit card company will accept a settlement plan (and you shouldn't do business with them if they do, because they can't physically control a third party). What they can do is talk to companies on your behalf, attempt to reach an agreement, and work out a payment structure that helps you reduce your debts. That's what this company should be doing for you. That can also take some time. They do need a lot of information from you, but if it reaches a point where they're asking for too much, or where they're asking for more money before providing any sort of results, you should talk to them about your concerns.

If you can't reach any sort of agreement with them, the BBB will help you mediate for a partial refund. But start by reading the entire contract so you're clear on exactly what services they've promised to provide. That may help you decide how to proceed.

If you have any questions at all about what I've written, please reply so that I may address them. It's important to me that you are 100% satisfied with the service I provide. Otherwise, please rate my service at 3-5 faces/stars so that I get credit for helping you today. Thank you.

The Better Business Bureau rates businesses on a scale of A to F, just like grade school report cards in the U.S. A is an excellent rating, C is "average" and F is "fail." So, any time a business has an F rating, that's an indication that you may want to review the entire profile (which I linked, above) and consider the reasons behind the rating. A low BBB rating is usually a good reason to avoid a company.