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:05/23/2024
Type:Status:ResolvedMore 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.
Hello. I've been reaching out to this company for several weeks in hopes of resolving an issue regarding monthly charges. I was not aware of a price increase and can not find anything notifying me of a price increase. I've been charged the higher rate for at least 2 months prior to my knowledge that the price increased. I would like to receive a refund for those months then decide whether I would like to continue service at the higher rate.
Business Response
Date: 05/31/2024
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. An email
notification of the price increase was sent on January 24, 2024, notifying the member that the price increase
would take effect 30 days later and the next billing cycle after that would reflect the updated pricing. In order for
the member to continue the membership, the payment must be up to date. A customer service representative will
follow up with the member regarding this 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.Customer Answer
Date: 05/31/2024
Complaint: ********
I am rejecting this response because: I am clicking that I reject this response, however a representative from Legal Shield called me today and satisfactorily resolved my issue. This case can be closed.
Sincerely,
*************************Initial Complaint
Date:05/17/2024
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.
This comonsybtook moneynoutbof my account and I informed them a month ago that I was no longer a part of what they had going on. I asked for my money back and he sent some crazy text back to me. I want my ***** backBusiness Response
Date: 05/20/2024
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 has
never received a request to cancel from Ms. ****. She may have contacted the independent sales associate who
enrolled her in the LegalShield membership who would not be able to cancel her plan for her. Ms. **** has both
a LegalShield membership and an associate agreement with PPLSI. If she can confirm if she is wishing to
cancel one or both, that can be done through this BBB complaint.
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:05/17/2024
Type:Status:ResolvedMore 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 signed up for the service. I have paid for it for several months. I have been sending emails as instructed via the website to cancel services since 04/01/2024 without a response. I have been charged again twice for the monthly fee $29.95 each time for a total of $59.90. They wont cancel it and continue to charge me. I want it canceled and refunded two months of charges and no charges moving forward.Business Response
Date: 05/20/2024
Response is in attached document.Customer Answer
Date: 05/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:05/17/2024
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 SIGNED UP FOR LEGAL SHIELD AND THE FIRM THEY HAVE ME IN CONTACT WITH CONTACTED ME BUT DID NOT SEND ANY LEGAL INFORMATION THAT THEY PROMISED AND I CONTACTED THE ATTORNEY HE DID NOT RESPOND TO MY CONTACT INFORMATION...THE OTHER LEGAL ISSUE I HAVE NO ONE HAS EVER CONTACTED ME....I'VE BEEN GHOSTED AND WANT ALL MY MONEY BACK...ALL OF IT...AND WHEN CONTACTING THE REPRESENTATIVE "****" WAS VERY DISRESPECTFUL TALKING OVER ME AND SAID IF I CANCEL MY CREDIT CARD I WOULD BE SUED UNTIL THEY LOOK OVER WHY I AM CANCELING AND WOULD TAKE UP TO 30 DAYS...I WANT IT CANCELLED AND ALL MONIES RETURNED TO MY CREDIT CARD IMMEDIATELY!!!!!Business Response
Date: 05/23/2024
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
Resolution team reached out to Ms. ******* to address her concerns. Her membership has been cancelled and
she is receiving a full refund for the membership.
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:05/17/2024
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 Legal Shield (male) attorney assigned to me would call me out-of-the-blue, late at night, completely unscheduled - at *****pm in one of the latest calls (as evidenced by the ****** Voice call email notification). (As a woman, I don't appreciate this.) Meanwhile, he would routinely ignore appointments (scheduled by his admin staff) that we had during normal business hours for a call. When I complained on multiple times to the managers, they simply didn't bother to call back or respond at all. So this lawyer's inappropriate conduct therefore continued. I finally asked for another attorney, and in my first conversation, she got very simple, basic aspects of law completely wrong - such as not even knowing the court rules on acceptable methods of service. When I pointed out that she was wrong and terminated the call, she later lied and said that I was the problem because I had "refused to take her advice" (yes, because she was wrong and I called her legal ignorance out!) and that I had yelled at her. I had actually audio-recorded the call, and it is very clear that I did not at all yell at her, i.e. she is simply lying to cover up her disastrous lack of basic legal knowledge. I filed a complaint with Legal Shield (about the above) and they retaliated by completely ignoring my complaint and cancelling me as a client, putting me on a DNR ('do-not-reinstate') list. They refused to review my complaint and refused to talk to me about it. Obviously, the above is utterly unethical, inappropriate, abusive and dishonest. I want them to be forced to (i) properly remedy the issues in my complaint; and (ii) reinstate my membership (which they cancelled by way of retaliation against my complaint).Business Response
Date: 05/20/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
LegalShield does not have enough information to locate the membership to be able to adequately respond to this
Better Business Bureau complaint. If the member could provide a LegalShield member number or a phone
number or email address associated with the membership, we would be happy to look into the issue and further
address this complaint.
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:05/16/2024
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.
One multiple dates I hired the services of Legal Shield for multiple civil and criminal matters.The business stated multiple times that the records I provided where never received and that I had to continue to send them.While on the phone they where speaking in the background making statements related to the cases which I have audio recordings of.The lawyers they referred me to stated they would not help me and called not according to the declared policy of less then 24 hours returns.I have reached out to them and they have not satisfied my request to refund me the total amount paid for services and now unlawfully retain my information including court related information related to ************************* and racketeering violence etc. sec.They stated that legal shield determined that the benefit I was receiving from them was not in their best interests and refused to provide information regarding the decision or any of the persons involved They have also stated that I can no longer use them and that any future attempts of mines to employ their services would not be honored and that I would have to find outside legal help.I want the full value of my account transferred back to my bank account and all items returned to me via postal service or for them to reopen my claims and finish the job they where employed to do.Business Response
Date: 05/20/2024
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
enrolled in the LegalShield membership on March 17, 2024. The member was notified that the membership
would be cancelled and given a one-month refund for the total amount paid on April 15. The LegalShield home
office does not have access to any information or documents the member provided to the Provider Law Firm due
to attorney-client privilege. The member will need to contact the Provider Law Firm directly to request any
information from them.
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:05/14/2024
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 tried on 4 separate occasions over a period of 3 weeks to send emails to Legal Shield to cancel my account. Each reply back is simply "We're working on it" - they won't cancel my account, even though they sold me on a monthly plan, then billed me the following month, which was false representation. This organization is not cancelling my account and seeking additional monthly fees. I'm requesting they cancel my account immediately.Business Response
Date: 05/20/2024
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. Mr. ****’s
cancellation request was processed when the first request was received on April 25, 2024. No payments were
drafted after the cancellation request was received. Members are able to cancel their membership whenever they
wish to, however, there is no way to sign up for only one month of service. Mr. **** would have authorized
monthly payments when he initially enrolled in the LegalShield membership.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, IncInitial Complaint
Date:05/11/2024
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 LegalShield at ************** on Thursday, May 9, 2024, on or around 4:23 p.m.; 4:36 p.m.; and 4:37 p.m. PDT. On the first call the Interactive Voice Response system (*** or automated system) deliberately disconnected the call on me. I pressed 0 to bypass the *** and it said thank you for calling LegalShield, goodbye. This is egregious. Under no circumstance, should the *** deliberately disconnect on anyone; this is poor customer service. It gets worse, on my second call I spoke to a female agent named *******; she indicated she was in *******. She fully authenticated me and pulled up my personal membership. I told her I would like to reinstate my business membership for my corporation. She said you cannot reinstate a business membership. I asked if that means my business is prohibited for life from having a LegalShield membership and she responded yes. In effect, thats a lifetime ban. That didnt sound right so I asked for a supervisor. She responded there were no supervisors available. She indicated the name of her supervisor was ******. On my third call, I spoke to a male agent. I told him about the problem with the *** and/or with the previous agent *******. After indicating I would file a formal complaint against LegalShield, I asked for his name, he hesitated, refused and the call disconnected at 5:02 p.m. PDT. I am shocked and amazed with the terrible customer service I received that day. I have been a LegalShield member for 3 years. Im requesting an executive manager to find an amicable resolution on the matter, otherwise, I will escalate my valid complaints.Business Response
Date: 05/17/2024
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. PPLSI will
review the calls with the Customer Service Representatives Mr. ***** spoke with and address any issues with
how the matter was handled internally. PPLSI strives for high levels of customer service and satisfaction and we
are sorry you were not satisfied with your experience.
As to the reinstatement of the LegalShield business membership, PPLSI has the right to review all requests for
reinstatement and make reinstatement determinations. PPLSI has chosen to exercise its option not to reinstate
your LegalShield business plan 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:05/09/2024
Type:Status:ResolvedMore 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.
More complete info on complaint My husband and I been a customer since 10/4/2010 On 5/9/23 we spoke to ***** thats when we had something come up on our credit She did the same thing you asking me to do and walked us thru how to set up a new account to sign in because ***** advised us our old logins will not working with new system and she helped us after that everything went off the rails not *****s fault its whoever did the crossover to new system 7/2023 is the last status update we received via email For 10 months we have been paying via credit card automatic payment but had no correspondence from you monthly as we had for 14 years prior from 7/2010 to 7/2023 Our new passwords made on 5/9/2023 did not work That means be were paying for nothing no one was reviewing our credit since my wife and I account showed no spouse when we called on 4/20/2024 and I couldnt sign in either which on 5/3/2023 per ***** we reset our passwords and added my Wife again whos been on my account since we opened this on 10/7/2010 She is the one who had a coworker come to our home to set this up On 4/20/2024 we requested to speak to corporate or manager After going thru the events We requested a refund for 10months or we would cancel They offered 2 free minthsx not a full refund Its cancelled with my credit card and I reported it to my credit card I didnt see a copy of my original complaint on bbb and couldnt login so I created a new account with the full info of my complaint and what we were looking for 1 month premiums refunded on order to continue as a client But at this point I lost all trust from them cause no one called as promised Myself and wife have been Ill for 2 years dont go anywhere unless to doctor or hospital You ripped an over ************************************************************************************************************************************* on 5/2023 the problem was corrected and no correspondse received via email or phone No notification of changes in writing or email of the upgrade in new system Customer is always right especially in this case Would you want to pay for a service without getting it ?? I dont think so If you cant retain my file made back 2010 and with ***** 5/2023 then you cant handle the monitoring of my credit We are a ***************************************** respect for that Now I already notified Ppl LegalShield what I wanted to make this right or if they dont agree to cancel and it was sent in writing as requested Im hoping BBB can help Thank you Grateful G-d BlessBusiness Response
Date: 05/14/2024
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. According to
our records, Mr. ******* was sent an email on October 17, 2023, about the new IDShield platform. Whether or
not Mr. and Mrs. ******* were able to access their accounts, they would have received the monitoring benefits
of the information that was moved over. The alerts for the new service are different than the previous platform
and members may not receive monthly emails. Mr. *******’s membership was paid to April 4, 2024, and
cancelled on May 13, 2024, thus, no refund is due on the membership.
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.Customer Answer
Date: 05/16/2024
Complaint: ********
I am rejecting this response because:request 10 months refund requested a refunding of $42.99 for each month I paid from 7/2023 to 4/2024 = $429.90
See below letter
Sincerely,
***************************** and *********************
from 2010-2024 pd $7207.00Business Response
Date: 05/20/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Mr. and Mrs. ******* had both a LegalShield and IDShield membership. The IDShield membership was $12.95
per month. The membership was paid to April 4, 2024, and the request to cancel the membership was received
on April 25, 2024. The Services for both plans were available to Mr. and Mrs. ******* for the full length of the
membership period. The memberships were not paid forward at the time of cancellation thus, no 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.Initial Complaint
Date:05/08/2024
Type:Status:ResolvedMore 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.
Purposely deceptive business practices. I called in to cancel a subscription. I was upset that it wasn't canceled previously. I was told by a customer service manager that she would cancel my subscription over the phone. I thought that was the end of it. Luckily I left a bad review on BBB and therefore received an email from the company stating that I needed to cancel my subscription in writing. So, the person on the phone purposely lied to me and the company makes it very difficult to cancel a subscription.Business Response
Date: 05/14/2024
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. Mr. **********
had both a personal and business LegalShield membership. The recorded call from April 23, 2024, when Mr.
********** called PPLSI regarding cancellation of his business plan has been reviewed. The Customer Service
Representative gave Mr. ********** the cancellation instructions verbally and via email and Mr. ********** sent
the email to cancel the business plan the same day. Mr. ********** decided to keep his personal LegalShield
membership, which the Customer Service Representative he spoke with on May 7, 2024, cancelled per recorded
call as a courtesy. The membership Mr. ********** sent an emailed cancel request had already been cancelled.
When the Customer Service Representative cancelled the personal LegalShield membership, they also refunded
the last draft back to Mr. **********.
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.Customer Answer
Date: 05/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************************
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