Complaints
This profile includes complaints for LegalShield's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 344 total complaints in the last 3 years.
- 114 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently contacted Legal Shield about the billing on my account because it seems I was being overcharged for my services. They stated that I have an add on to my account called Business Plus. I informed them I have no knowledge of this add on and they state it was added to my account the day after I signed up. I further informed them that I have had no access to the provisions of this supplement which includes, among other things, access to a free website builder and a CRM ******************** Tool). I spoke to a supervisor who was unable to give me any information as how I was informed how to access this new tool and was told that it was a separate website from my normal login. They further admitted that I received no information from them as to how to access these additional add on features that I was incorrectly being billed for. I requested a refund for the $14.95 additional monthly charges that I have been charged for this add on supplement as they have never provided me with information how to access it nor have I ever been able to take advantage of any of these services. They refused to refund any money stating that even though they admit did not provide me with information on how to access it and acknowledged I never accessed it. Furthermore, I would never have needed this "add on" supplement as I had a website prior to engaging Legal Shield and a CRM tool so there is no reason why I would have asked for this service to be added.The total amount I need to be adjusted for the service is $358.80.
Business Response
Date: 08/05/2024
Response is in attached document.Customer Answer
Date: 08/05/2024
Complaint: ********
I am rejecting this response because:Their brief letter does nothing to address my concern Although I did receive a welcome email it included 2 attachments. The welcome letter with general conditions and a confirmation of my trial defense supplement I received no confirmation from them of the business plus add on and they gave me no instructions as to how to access this add on as apparently it is a completely separate website Since they charged me for a service but gave me no way to access the service and therefore the service was never available for me to use this needs to be refunded to me
Sincerely,
***********************Business Response
Date: 08/12/2024
Response is in attached document.Customer Answer
Date: 08/13/2024
Complaint: ********
I am rejecting this response because:They had a duty to provide me with information on how to access this service it, which they did not. Had I have requested this (which I have no memory of doing) I would have expected some sort of acknowledgement via e-mail and instructions on how to access the information. In a previous response to this complaint they stated they had proof that I had requested the supplement and had proof that I had opened the e-mails they had sent regarding it. I therefore am requesting this proof of not only my request for the supplement but their stated proof I received and opened the emails. It wasn't until a few months ago that I reached out via e-mail to Legal Shield to ask why my rate was much higher than what their website states when I was perusing their site. It was at that time that they informed me that there was a supplement attached to it and that I was on a much higher plan than I actually needed. We have had a website since 2010 so there would have been no need for me to take advantage of this add on supplement they say I requested since it primarily has to do with a website builder.
I would expect that having been a client of theirs for quite some time, that if nothing else, as a courtesy, they would be refunding me the fee for this supplement that I never used and had no way of knowing how to access. The fact that a company that claims to provide such excellent service is putting the onus on me to be contacting them to determine how to access a supplement that they claim I ordered is ludicrous. I am unaware of any other business that sells a service and then expects me, the client, to figure out how to access the service they sold. What I am asking for is a minor refund for a service I never used. I am still a client of theirs and we did downgrade the plan to one that is more appropriate for my business size and lack of usage.
Sincerely,
***********************Business Response
Date: 08/28/2024
Response is in attached document.Customer Answer
Date: 08/30/2024
Complaint: ********
I am rejecting this response because:While I appreciate the 2 month credit they are offering I paid for this supplement for two years without even knowing it or utilizing it. They are also incorrect that the supplement is available in the membership portal. When I was on the original call with customer service about this add on supplement I never ordered they informed me that it was NOT in the portal and was in fact a separate website that needed to be accessed and I confirmed that there was no way to access the supplement from the portal. In fact, in speaking with customer service I said had I have seen this in the portal I would have stopped the supplement much earlier. In addition, in previous letters sent back to you by Legal Shield they stated they had "proof" that I not only requested the supplement but that they also had "proof" of the e-mails sent to me confirming this and "proof" that I had opened the e-mails. I am still waiting on this proof as I have requested it and not been given it.
Sincerely,
***********************Initial Complaint
Date:07/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Legal Shield formerly known as Prepaid Legal was fradulently arrested on fake charges from.being stalked they keep talking a ********** whom loaned me $79 over 20 years ago and talking about a borrowed jacket from when I called the so call toll free number designated for when your get arrested and I wasnt even able to get through this happen six years ago but I recently due to stalking by *********************** and *********************************** now just recently I allows up again due to continue. stalking they neither sent a letter of cease and deceit nor dud they properly advise me they fake $29.95 I'm not a that my mother was poor i would have sinw nothingBusiness Response
Date: 08/01/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. The member
reinstated the LegalShield membership May 25, 2024, and has used the membership twice since then. The
member sent a request to cancel on July 10, 2024. A prorated refund was issued to the member in accordance
with the membership contract. No further refund is due at this time.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Legal Shield promised to be in contract that an attorney will telephone me within 24 business hours. It has been 4 days and no attorney has returned my call. I have called twice. In addition the supervisors ********** also did not return my call that their staff sent an electronic message.My initial issue is their attorneys generally perform well however one attorney has not done a darn thing to assist me. She appears to want to get out of doing any work at all nor helping me. She is quick to tell me how to send letters and she acts annoyed when I tell her that the reason I have Legal Shield is so that an attorney can send the letters for **** have asked for help since ***** regarding several issues and she has not helped me with them. The issue was with a credit bureau and an 2 apartment complex.So my issue has not even been tended to since April. While in the meantime working with other attorney at their firm has produced some work and results.This issue is urgent and in a timeframe and I feel they are deliberately ignoring it and violation of our contract.Business Response
Date: 07/30/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. *******
received consultation from the Provider Lawyer and was to send in documents for review. The Provider Law
Firm did not receive the documents and sent a notice to Ms. ******* in April. Some documents were sent in
July and the Provider Law Firm informed Ms. ******* that they were not the ones needed. Ms. ******* was to
send in the other documents for review and further consultation by the Provider Lawyer.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'd like a refund for my associate membership and all trainings. My sponsor did not tell me this was going to cost around $100 per month. He was extremely rude and sexist, talking to me like I was 5 years old. I'm 45years old. He created problems for me and ignored my no-contact requests. I cancelled everything I could and asked for a refund twice. I was told it was outside of 5 DAYS, so I couldn't get a refund. They are still billing me. I made nothing in 3 months. Men should not be allowed to treat women this way and then financially take from them. I don't support this or anyone who does. I want all my money back from every training, associate fees, and products. They don't work. My personal case with legal shield and my apartment complex is just going in circles. Nothing is being accomplished.Business Response
Date: 07/19/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. ******
enrolled in the LegalShield membership for $29.95 per month, the IDShield for $19.95 per month, and to be an
associate which was $49 initially and included one month free for LegalShield Advantage Plus, which was
$24.95 per month after that. Ms. ****** authorized all of these payments when she enrolled in each program.
Ms. ****** has cancelled the IDShield membership and the Associate Agreement. A refund of $19.95 was
issued for the IDShield membership and she should be receiving a refund of the last $24.95 payment for the
LegalShield Advantage Plus. The terms Ms. ****** agreed to when submitting the associate application three
months ago state that the application fee is nonrefundable after 5 days, thus the $49 associate fee is not
refundable.
Ms. ******’s LegalShield membership is currently still active. Her concerns regarding the actions of the
associate will be addressed by the Associate Resolutions team.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to cancel my membership and they told me I had to email them. I emailed them and then they charged me for another month the next day and still have not canceled my membership. I have been scammed.Business Response
Date: 07/16/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. The last call
LegalShield received about Ms. ******’s membership was from the spouse on the membership regarding
information on the LegalShield CDLP plan. LegalShield has no record of Ms. ****** calling about cancellation
and has not received a written request to cancel the membership. LegalShield will consider this BBB complaint
Ms. ******’s request to cancel and will refund one month payment.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I told Legal Shield intake special my legal issue with a Texas Animal Control city who unlawfully seized my dogs with the sole purpose to permanently seperate us for no good reason. Intake assured me that **** and ******* could represent me abd also gave me a 24/7 immediate lawyer for any legal matter. However, when I contacted **** and *******, I kept being strung along for day on a time sensitive custody legal matter. I was told I would get a call listed under urgent at the end of the day from a lawyer assigned to my case name **************. I never got a call. The next morning I followed up to speak with ************** or whoever was available. However, I was told by intake my call wasn't listed as urgent for no apparent reason. Intake insured my now my case was listed as urgent and I would receive a call from an attorney within an hour. Over an hour passed still no call. I call again. This time Intake tell me my case is under review for conflict. Intake said Texas Animal Control is one of their other customers. I clarified that she meant conflict of interest. She also said Legal Shield doesn't have a 24/ 7 emergency # for police interaction. I told her Sales Intake told me they do have a 24/ 7 attorney on call. Intake seemed to be intentionally misleading me with intentional lies, all the while asking me for detail repeatedly of my situation with their other client Texas Animal Control. I believe this is unethical a scam and ground fir being investigated my the Texas State Bar. It's unethical to covertly get my personal information under false pretenses to share with the other party I am in a legal dispute. Many hours later no call. I then called R& M to ask is they decided to not take my case because of conflict of interest. ****** said she would have an attorney call me with the answer. Over an hour later still no call. These people are very misleading violate trust violate my privacy are very dishonest and scammed me out my $.Business Response
Date: 07/16/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. LegalShield
does have a 24/7 emergency line, however, it is only for certain situations, such as the member being detained or
questioned by a law enforcement officer or agent of a child welfare agency, being involved in an automobile
accident that results in injury, or being served with a warrant. Ms. Twiss’s information has not been shared with
the other party. Every lawyer performs a conflict check prior to agreeing to assist a client to avoid any ethics
issues. When there is a conflict between two members, they will be referred out to a Referral Lawyer for legal
assistance. Members still receive their LegalShield benefits with this Referral Lawyer.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been paying into this company for 3 years. Every time I have tried to use there services it is not only a night mare but they are not following through with the services I request. In the most current issue I have been trying to get legal assistance with a heath ****************** indemnity plan. My membership covers 15 pages for attorney to look over per case, 10 letters a year on my behalf and a 25% discount if additional services are required. I have been attempting for over 7 months to get an attorney to write a letter on my behalf. The original date of request was 1/2/2024 under case #SFL-PQZ-PQZ. They said it had to many pages of 31 so I resent a total of 16 pages which 3 were blank due to scan in so actually 13pages which i was told was no problem the case # then changed to SFL-KW5-S5R in April 2024. For several months they have sent me to wrong type of attorney, then the proper attorney but with wrong coverage. Because they keep saying I have 31 pages and at least 10 calls that no there is only 13. So 7 months later I still do not have an attorney to properly assist me on my insurance legal issue. This is a time sensitive situation and I am not getting the services that I am paying for. I pay 37.90+tax every month for 36 months now and have attempted to use the service 7 times with only three times assisted and only properly assisted two times. This company needs to help liable and finish the services I paid for or I want a full refund. The documents I submitted for review are attached showing there are actually only 13 pages as described aboveBusiness Response
Date: 07/16/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. The
LegalShield membership includes review of documents 15 pages or less, not 15 pages of a document that is
longer than 15 pages. Ms. ******** has been referred to a lawyer to assist with this legal matter under the
correct benefit. Ms. ******** may contact the Referral Lawyer to receive assistance with this legal matter.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
the house I recently purchased, the deed was stolen, this company found a way to benefit off of what happened to me. I was told how they could help me and look over all my paperwork and get the deed to my new purchased property back when all they did was take my money. I paid close to $700 for the membership, They wouldnt look over my documents pertaining to the stolen deed, stating there is a limit on how many pages they look at. That was the whole reason I signed up. If they look at a document they are to return it in 3 days, this 1 document that was looked at was returned over week later. They took advantage of what happened to me and made money off of me. No rules or regulations where every explained or provided to me. *** requested to cancel and refund my money yet nothing.Business Response
Date: 07/11/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. The
LegalShield membership includes review of personal legal documents up to 15 pages long. Documents longer
than 15 pages may still be reviewed by the Provider Law Firm, however, it would be part of the 25% Discount.
The member did receive document review and consultation on the matter and the Provider Attorney followed up
with the member on the third business day after receiving the documents. The cancellation and refund request
was received on July 2, 2024, and a prorated refund was issued on July 5, 2024.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My membership was canceled June 11, 2024 without verbal or written NOTICE and/or CONFIRMATION. When I called in to get help with a case, Glantzlaw, the law firm, told me that my membership was canceled to contact the corporate. Theory investigation alleged that I filled out a survey and canceled my membership. THIS ACTION WASNT CONDUCTED FROM MY EMAIL OF RECORD. I REPORT THE ****** REQUEST THAT THE REINSTATE MY MEMBERSHIP. THEIRHA BEEN UNAUTHORIZED MEMBERSHIP MONTHLY FEES AUTOMATICALLY DEDUCTED FROM MY BANK ACCOUNT. OUR CONTRACT STATE THAT INCREASE CAN ONLY OCCUR AFTER WRITTEN NOTIFICATION IS GIVEN TO MY ADDRESS OF RECORD. I FILED A COMPLAINT THEY IGNORED ME. THE HAVE ALSO REFUSE TO WRITE MY FREE NO CHARGE BENEFIT LETTER ON VARIOUS CASES.I HAVE OBJECTED TO THE ON-GOING MONTHLY INCREASES VERBALLY TO CUSTOMER SERVICE AND IN WRITING AS ********* $28.98 4/05/21 5/04/21 to 16 $28.98 3/06/23 4/04/23 increased NOT AUTHORIZED 15 $34.90 4/07/23 5/04/23 to 3 $34.90 4/05/24 5/04/24 increased NOT AUTHORIZED 2 $39.90 5/06/24 6/04/24 to 1 $39.90 6/07/24 7/04/24 increased NOT AUTHORIZED I AM REQUESTING REIMBURSEMENT OF ALL UNAUTHORIZED MONTHLY INCREASES WITH 12% INTEREST.Business Response
Date: 07/08/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. Morrison’s
membership was mistakenly cancelled. LegalShield is in the process of reinstating her membership. Her paid to
date will also be rolled forward one month, so her next payment will not be due until August 2024. The plan that
Ms. Morrison initially enrolled in when she signed up in 2001 is no longer available. Her plan has been changed
back to the most recent price prior to the $39.90 plan. Her next payment will be $34.90. If Ms. Morrison does
not wish to continue at this price, she may contact Member Services to review current plan options or she may
cancel before her next scheduled payment is due.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:07/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Legal Shield did not help me with my issue wanted my ***** back as soon as possible they said i will have free excess for one month did not want that wanted money back and sent them a little letter with everything they needed on it did hat spoke to someone this morning she stated a month or 2 weeks they are reviewing what is there to review cancelled them once before a while ago same reason they have not changed i have the letter and spoke with the cancellation department this morning ************** she told me 2 weeks I said 2 weeks what! Please help me to get back pleaseBusiness Response
Date: 07/08/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Ms. Scroggins
cancellation request was received and immediately implemented. The refund request was under review. Ms.
Scroggins used the services for two intakes during the month she had the membership. Ms. Scroggins received a
pro-rated refund of $5.98 based on the date the cancellation request was received. No further refund is due.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
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