Business Profile

Legal Services

LegalShield

Headquarters

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.
113 complaints closed in the last 12 months.

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The 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:04/12/2024
Type:Service or Repair Issues
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 a member of Legal Shield since they were Prepaid Legal, nearly 20 years, which apparently means nothing to them. With each passing year they have become worse. Amount of money spent? I have not kept track, that is not the problem. Yes they have raised their rates, yet seem to want to do less. Latest complaint I had to request a new attorney. I first spoke with her in early December 2023, but was told to contact her again regarding a tenant issue once work had begun, which I did. Since she was taking her time, I requested a new attorney. He too took his time, sent me a draft to review, yet sent the unfinished letter to the leasing company. That without corrections being made or my final approval. This, causing the leasing company to send out a slew of people to do repairs, many of which are from 8 years ago 5 years ago 3 years ago and more.I called LegalShield this morning to request management since second attorney was also becoming worse than the complaint. I was told they do not call us from the young man this morning. Word must have gotten back to him because he just called. As we both spoke over each other, I was trying to make my point. He simply stated, "if you continue to talk over me I will hang up." My response? Oh I will. So he did. This is how they treat long-standing members? Pretty unbelievable. Yet, he tried stating the first attorney went above and beyond. Wow is all I can say. They should not send a draft letter to review if they do not follow the corrections. I am now looking into a LegalShield alternative, especially since I just signed up my niece.
Business Response
Date: 04/18/2024
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
takes its members service concerns seriously. When a member experiences an issue with service, we encourage
the member to open a Member Resolution file. We would be happy to look further into this matter if the
member will contact Member Services to provide more information. The member can call or email Member
Services at 800-654-7757 between 7 a.m. and 7 p.m. CST Monday through Friday or
[email protected].
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Customer Answer
Date: 04/18/2024

Complaint: ********

I am rejecting this response because: After submitting, this response has to do with law firm assigned. Yes, it is up to Legal Shield to vet and perhaps track their attorneys performance.
I would like ***************************** notified since two lawyers failed to acknowledge my edits to their draft letters. Second lawyer flat out sent out prematurely AFTER I sent him bullet point list. TWICE. Same one, Second I highlighted. I asked him knowing, he did. Flat out ignored me.
Horrible that this law firm became worse than the complaint I needed their help. I am looking into alternative companies, especially since I signed my niece up.

Sincerely,

*******************************
Business Response
Date: 04/24/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
LegalShield will be better able to assist the member through the Member Resolution department and process.
The Member Resolution department can be reached at 1-800-506-4616 Monday through Friday, 8:00 AM to
5:00 PM CT. LegalShield is committed to ensuring a good member experience, which includes addressing the
complaints it receives. The Member Resolution process is built to specifically address this type of issue.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Customer Answer
Date: 04/24/2024

Complaint: ********

I am rejecting this response because:
After putting forth effort on my end with two lazy attorneys, and as a disabled Baby Boomer, it is now up to me to approach them?
I wholeheartedly believe they should be contacting me. As a member of almost 20 years, this cut and dry, have me do the work approach, is unacceptable. I have begun looking into alternative companies. Seems they don't mind losing two members (my niece and I).

Sincerely,

*******************************
Initial Complaint
Date:04/12/2024
Type:Service or Repair Issues
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 having difficulties finding a Lawyer for A Potential case involving Insurance Fraud. I needed a Administrative Lawyer and the Lawyers in ******** have blacklisted me from seeking Legal Counsel for to take Actions against Insurance Agents and Companies who have discriminated against me.
Business Response
Date: 04/12/2024
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. I have been
unable to locate an active LegalShield membership for Mr. Ikei. If he has a current membership that he is
seeking to use benefits of, he can call Member Services at 800-654-7757 Monday through Friday 7 a.m. – 7 p.m.
CST to open a member resolution file, or he can provide a current member number or contact information to
locate that membership to receive assistance.
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:04/11/2024
Type:Service or Repair Issues
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.
Had Legal Shield ***** (*****************************) intermittently for about 12 years. This company commits Barratry it appears, corrupt. Drags time out to keep customers paying for service they don't get. ***************************** even lies to Legal Shield/documenting services they don't provide. Completely a bogus sham operation
Business Response
Date: 04/12/2024
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. When a member
uses their LegalShield membership, LegalShield does not have access to the intakes created or the work done by
the Provider Law Firm due to attorney-client privilege. LegalShield is not aware of issues members experience
if they are not reported by the member to the corporate office. Ms. ***** has not had a member resolution file
opened since 2020. LegalShield has a process to address any complaints members have to ensure a good
member experience, however, LegalShield does not know there are issues if members do not take advantage of
this process.
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:04/09/2024
Type:Product Issues
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 canceled my membership with this company the first day it started because the law firm was rude and disrespectful. Its been two weeks I still have not been refunded.
Business Response
Date: 04/12/2024
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
cancellation request has been received. The membership is cancelled and the refund check was sent on April 8,
2024. It may take 7-10 business days to receive the refund through the mail.
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:04/09/2024
Type:Order Issues
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 am writing to file a complaint against LegalShield due to their breach of agreement and unethical conduct in handling my legal case.I have been a member of LegalShield since 2005, maintaining continuous membership. As part of our agreement, I have accrued over 300 hours of free attorney time to be utilized in the event of a lawsuit. Recently, I was sued in small claims court, resulting in an unfavorable outcome. Following the verdict, I was advised to appeal the decision, with the assurance that LegalShield would provide me with a free attorney to represent me in the superior court.However, I am now being informed that LegalShield will only cover 25% of the attorney fees for the appeal and will not allow me to utilize the 300 hours of free attorney time that I have earned over the years. This contradicts the terms of our agreement and constitutes a breach of contract.Furthermore, my interactions with LegalShield representatives have been highly unprofessional and unethical. I have been subjected to yelling and disrespectful behavior, which is unacceptable.As a result of LegalShield's actions, I have been forced to bear the financial burden of appealing the lawsuit. However, LegalShield is not fulfilling their part of the contract by providing a free attorney to represent **** urge LegalShield to rectify this situation immediately by honoring the terms of our agreement and providing the promised legal representation for my appeal.
Business Response
Date: 04/12/2024
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. ******’s
LegalShield membership does provide Trial Defense Services if the Member or Spouse is named as a defendant
in a covered civil action filed in a state trial level court or a federal district court. This benefit does have some
exclusions listed in the benefit. Exclusion number 7. states “Civil actions related to garnishment, attachment,
collection, appeal, or any other post judgment relief action, including any matters or actions that must be filed in
a different court for reconsideration or review are not covered.” While appeals are excluded from the Trial
Defense Services, they are available under the 25% Discount benefit. The determination of benefits for Ms.
******’s appeal is correct.
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: 04/16/2024

Complaint: ********

I am rejecting this response because:

My apologies....I need a little bit more time to respond. I am dealing with severe health issues. Thank you

Sincerely,

*********************
Business Response
Date: 04/18/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
If Ms. ****** needs legal assistance, she will need to contact the Provider Law Firm. There is nothing
LegalShield’s home office can do for Ms. ****** 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.
Customer Answer
Date: 04/18/2024

Complaint: ********

I am rejecting this response because:
Thank you for your prompt response regarding my Better Business Bureau complaint.

However, I must respectfully disagree with your assessment. When I initially pursued the appeal for my small claims case, I did so under the belief, instilled by LegalShield, that as a longstanding member since 2005, I was *********** free legal representation at the superior court level. The promise of 300 hours of free legal presentation was a significant factor in my decision to file and pay for the appeal, despite my initial intention to leave LegalShield.

Throughout my interactions with LegalShield representatives, I was consistently assured that I would have access to an attorney for free, especially for cases like mine requiring an appeal. Unfortunately, it has become evident that the information provided to me was incorrect.

This misinformation, along with the mistreatment I encountered during my interactions with LegalShield representatives, has exacerbated my frustration with the situation. It's disheartening to feel misled and let down by an organization I've trusted for so long.
It is unethical that I am getting runaround and mistreatment I've been experiencing. According to the attorney, it is up to LegalShield to approve the free legal presentation which I have been paying into for 20 years non-stop. . If they continue to refuse covering the attorney fees, I'll have no choice but to escalate this by filing a formal complaint for money I have paid and formal complaint to the State Bar.

I urge you to reconsider your decision and honor the commitments made to me as a loyal member. The pattern of misinformation and unresponsiveness, as evidenced by similar complaints, undermines the integrity of the services promised to members like myself.

Sincerely,

*********************
Initial Complaint
Date:04/03/2024
Type:Service or Repair Issues
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.
MEMBER: ***************************** 04/03/2024 MEMBER NUMBER: *********** I DEMAND FULL REFUND for LAST 4 YEARS' REFUND) AND MY REVIEW AND COMPLAINTS ** I attempted to work with Legal Shield and reached out to them about My Membership, but FAILED because they want to maintain the Unprofessional ATTORNEYS, THE Untrained in ************************ on Board. I believe this because some of the Attorneys have left this FAILED FIRM, and have QUIT for Lack of Unfavorable Working Conditions, but THIS SHOULD NOT BE A REASON TO TREAT PEOPLE POORLY, MISREPRESENT THEM, OR BLAME THE CONSUMERS!!! I AM DEMANDING A FULL REFUND FOR 4 YEARS OF PAYMENTS MADE TO THIS BROKEN UNPROFESSIONAL ENTITY @ $25.00 a month! ALTHOUGH, I BEEN A MEMBER FOR 15 YEARS, in addition AN APOLOGY FOR YOUR Cancelling my MEMBERSHIP ALL BECAUSE I REPORTED SEVERAL OF YOUR ATTORNEYS TO THE RESOLUTIONS DEPARTMENT FOR THEIR FAILED, SLACK AND UNPROFESSIONALISM IN THE HANDLING OF MY ***** AND *****D I WOULD FILE TO THE ***** BAR OF GEORGIA! I would like a REFUND in addition to my cancelation. Not ONE Attorney helped with my several cases. Instead, each time I spoke to each one they all insisted that My CaSE is CLOSED--that the Letter they wrote was final. Then, I had another case that they also said could not be filed. For the last 4 years ALL cases...ALL of them were WRONG. Over half a dozen different Attorneys wasted my time--since first returning to LEGALSHIELD. Each time I spoke to any one of them they devoted their time to ridicule and insult me--all in agreement with each other with their insults and attacks about the first judgment being final with no recourse and the other case claiming I could not file. PROFANED INSULTS THAT THEY DO NOT WANT TO WORK WITH ME! The entire time was only devoted to Reprimanding me about wasting their precious time rather than LOOKING for possible options available to me. I've been paying for this for YEARS OF FOOLISHNESS!!!. For NOTHING except insults!!. Once giving up on them I accomplished finding the exception to the rules AND WAS SUCCESSFUL in getting BOTH separate court trials. So, I will finally have my two days in court. NO THANKS TO THIS HIDEOUS BUNCH OF ATTORNEYS that derive all satisfaction from no more than calling to berate and mouth off in superiority against a subscriber. They must resent responding to calls from subscribers paying our monthly. Probably frustrated attorneys unable to launch their own private practices--lashing out on their subscribers. I strongly suggest looking for another service or finding the answers yourself. I ALSO INFORMED *****************************, THAT I WOULD BE FILING A REPORT WITH THE GEORGIA BAR ASSOCIATION, especially against Attorney ********************* who REPEATEDLY LIED, HID DOCUMENTS SHE ASKED ME TO SEND HER, then LIED AND SAID, THAT SHE COULD NOT OPEN THE DOCUMENTATIONS.. The ***** GA-PVY-6EY was NOT as Important to ********************* as It was to me because This was the ONLY CASE I ever had the Opposing Party Attorney to respond, However, Attorney ********************* PROCRASTINATE, DELAYED AND WITHHELD all The Evidence Documented Proof for over A WHOLE MONTH, REPEATEDLY LYING STATING, She did not receive the Documents. I WAS ALSO FILING AGAINST, Attorney ******************************* who was ALLOWED to call me and say, Your account Is going to Be CLOSED before My Membership Account was Closed, she Bullied me, Made Sarcastic Remarks, Denied even having one of my cases. Attorney ******************************* is just SHAMEFULLY MISSING IN ACTION! I asked *****************************, in the *********************** If this was the BEST they had for representation, *****************************, who ALWAYS SEEMS to BE On Vacation or SLEEP, obviously was too much for her to deal with since she Barely Worked or Filed Complaints about the Attorneys that worked for them, but I CARED BECAUSE The Opposing Attorney responding, that they did not want to go to court! Very SIMPLE ***** I PROVIDED, Attorney ********************* ALL Documents TYPE OUTLINED, SPREADSHEETS, AND THE INFORMATION THE OPPOSING ATTORNEY REQUESTED, ONLY THING Ebony needed to do SUBMIT THE DOCUMENTATION. This NEVER HAPPENED! Not ONE Attorney, In ALL Of My 6 Years as a Member helped with my only simple cases, Instead, every time I spoke to each one they all insisted that I LOST my case--that the judgment was final and I had EXHAUSTED ALL L5 BENEFITS, and they could refer the ***** out to a Referral Attorney whom, I am going to ASSUME is the way Legal Shield help these Low rated unprofessional Attorneys rebuild themselves through REFERING the ***** THE Attorneys at Legal Shield had NO INTENTION OF REPRESENTING ME AND WINNING! Then, I had another case that they also said could not be SERVE OR SEND TO THE RESPONDENTS. Two separate cases, BOTH of them were MAILED WRONG BY THE ATTORNEY AND THEIR LEGAL ASSISTANT. Over half a dozen different Attorneys wasted my time--since first signing with LEGALSHIELD. Each time I spoke to any one of them they devoted their time to Ridicule me and insult me--all in agreement with each other with their INSULTS and ATTACKS about the first LETTER being final with no recourse and the other case claiming I could not file THROUGH Legal Shield they had to refer it out on a B5 Attorney. Their entire time was only devoted to Reprimanding me about wasting their precious time rather than LOOKING for possible options available to me. I have been paying for this **************** FOR 6 YEARS. FOR NOTHING except INSULTS OF NOT WANTING TO WORK WITH ME OR ON MY *****!!!. I HAD called to be reinstated because I did not want to Risk Losing the One CASE that had a Response to the Letter sent. Although I believe the ***** GA-PVQ-6EY received the Response because I took the same Letter and mailed it Certified to the other party, not giving up on the ***** I accomplished receiving some form of Judgement before My Previous outside Attorney, I, OBTAINED ON MY OUTSIDE became sick, the exception to the rules AND HE WAS SUCCESSFUL in Legal Representation .getting ALL court trials THROUGH WITH REAL RESULTS. So, I will finally have my days in court NO THANKS TO THIS HIDEOUS BUNCH OF ATTORNEYS that derive all satisfaction from no more than calling to berate and mouth off in superiority against a subscriber. They must resent responding to calls from subscribers paying our monthly. Probably frustrated attorneys unable to launch their own private practices--lashing out on their subscribers. I STRONGLY, suggest looking for another service or finding the answers yourself. I think there may have been a class action lawsuit against them because I terminated my relationship almost a year ago. They got failing grades from the Better Business Bureau, I SEE ONLINE!!! I'm pretty sure there are a few things more difficult in life than getting an ATTORNEY OR ATTORNEY FIRM that part with YOUR money. Especially if it's yours! I don't know how many thousands or even tens of thousands of former customers received varying refund checks. I AM DEMANDING MINES! They must be facing some Pretty Severe Consequences for their sloppy and misrepresented promises. They made my day today. If you're looking to have legal assistance on a retainer you should read the fine print and check with the Better Business Bureau before signing up for any legal service.*****************************, Unsatisfied Member- I was taking advantage of Sincerely
Business Response
Date: 04/08/2024
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. ******
received all available benefits of her LegalShield membership and then some. The Legal Consultation and Legal
Assistance Services provides consultation to the extent that the Provider Attorney deems it necessary to
adequately advise the member and, if determined that a phone call or letter on a member’s behalf would be of
further assistance, the first call or letter per legal matter would be completed at no additional charge. Additional
letters or calls would be available at a 25% discount from the Provider Attorney’s standard rate. On one matter,
Ms. ****** received multiple letters and a phone call at no additional charge as a courtesy from the Provider
Law Firm, exhausting the Title I benefit on that matter. Ms. ****** was also offered a referral under the 25%
Discount benefit, which she declined. The Provider Law Firm offered to provide multiple referral options so that
Ms. ****** could select which one she wanted to use.
The membership was cancelled per General Provision T. Cancellation of Contract, which states in part, “The
Company may cancel this Contract … if the Provider Attorney determines, in its professional and independent
judgment, that the Named Member is unable, unwilling or incapable of accepting or understanding legal advice
and services. In the event the Company terminates this Contract, the Company will give the Named Membera
thirty (30) day written notice of cancellation and automatically reimburse the Named Member the unused
portion of the membership fee.” The membership was paid to March 13 and the membership cancelled on April
1, 2024. The membership was not paid forward, so no 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.
Customer Answer
Date: 04/11/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

****************************;
REGRETABLLY MY ACCOUNT WAS CLOSED DELEBRATELY IN ERROR OF YOUR "CHOOSING" BECAUSE THE FIRM HAS SEVERALPROBLEMS INTERNALLY IN ALL AREAS, MAINLY IN HIRING AND MAINTAINING SUPERB LEGAL REPRESENTATION ATTORNEYS. The Business has FAILED TOACKNOWLEDGE THAT ITS PRE-PAID LEGAL FIRM HAS INADEQUATE LEGAL REPRESENTATIONS AT THE 25% LEVEL AND ITS B5 LEVEL The Business is Fully Aware that most of the Attorneys hired over the last 3 or more years were NOT Properly Trained, was not Provided Adequate Legal Resources from the Business whether it was Adequate Pay or Adequate Attorney Requirements expected of the attorney. THE ONE ATTORNEY THATPROVIDE MORE DURING HER REPRESENTATION ,DID SO BECAUSE THE 1ST ATTORNEY FAILED TO ADDRESS THE PROPER LEGAL DEFENSE IN HIS LETTER, THEN THIS IS WHEN ***************** TOOK OVER THE **** AND RESPONSE TO THE OPPPOSING PARTY AND ALL BECAUSE OF PPSL DOES NOT PRESENTLY OR IN THE PAST HAVE ADEQUATE RELATIONSHIPS WITH OTHER ATTORNEYS AND IN THE REFFERAL NETWORK. Therefore, the REASON Attorney ***************** Stayed on the Case longer was because I had to FILE To HUD because again your Business Legal Shield PRE-PAID LEGAL SERVICES DID NOT AT THAT TIME HAVE AN REFERRAL ATTORNEY IN ITS NETWORK. **PLEASE SEE ATTACHED EMAILS FROM ATTORNEY ***************** AND ***************************** FROM THE RESOLUTIONS DEPARTMENT STATING JUST THIS "THE ***** OF YOUR SHORTAGES OF ADEQUATWEATTORNEYS AND THE CURRENT ATTORNEYS WAS "INADEQUATE TO PROVIDE REPUTABLE LEGAL REPRESENTATION" ITS REGRETABLLY SHAMFUL THAT YOU REFUSES TO ADMIT YOUR FAULTS AND INADEQUATE LEGAL SERVICES FAILED ME A MEMBER OF OVER 15YEARS AND OTHER MANY MEMBERS THAT MADE SIMILAR COMPLAINTS TO THE BETTER BUSINESS BUREAU. IAM STILL DEMANDING A REFUND!!!
Business Response
Date: 04/12/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
LegalShield’s Provider Law Firms have an average tenure of 23 years with the company. The attorneys in these
law firms have an average of 22 years of experience. Our Referral Attorney network consists of approximately
4,200 attorneys across the United States. Ms. ******’s Provider Law Firm’s willingness to provide extra benefits
at no additional cost shows the dedication these attorneys have for providing excellent service to LegalShield
members. The 25% Discount benefit is provided by both Provider and Referral Attorneys for certain services
that are not otherwise covered under the membership. A refund is not due to Ms. ****** 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, I
Customer Answer
Date: 04/16/2024

Complaint: ********

I am rejecting this response because:
The Business failed to admit the truthful reasons My Membership was canceled Delibrieltly without merit. I have been a Member for 18 plus years almost 19 years and Pre-Paid Legal Services stated, I did not understand and unwilling to accept legal advice. I have provided several documented emails and statements in my Rebuttal to show and prove that it was its Attorneys ***************************** and *********************, mainly who were SLACKING IN REPRESENTATION, NOT REPUTABLE ATTORNEYS , NOT WILLING TO PUT IN THE WORK AND BLAMED THE CLIENT OR MEMBER, MYSELF
Sincerely,

*****************************
Business Response
Date: 04/22/2024
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Ms. ******’s membership contract in part, states in General Provision T. Cancellation of Contract: “The
Company may cancel this Contract for fraud, non-payment of membership fees, or if the Provider Attorney
determines, in its professional and independent judgment, that the Named Member is unable, unwilling or
incapable of accepting or understanding legal advice and services.” The Provider Law Firm is unable to provide
details to the LegalShield home office concerning a member’s legal matters. LegalShield is unaware of what
occurred to cause the Provider Law Firm to make this determination. There are a number of reasons the Provider
Law Firm may have reached this determination and LegalShield will not speculate on what that reason may
have been. The Provider Law Firms assist thousands of members and use their professional judgment to
determine if there is a reason they may no longer be able to assist one of their members.
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: 04/25/2024

Complaint: ********

I am rejecting this response because:
This Local Provider Firm has NOT been Truthful in any of their responses. The Firm had NO REASONS to cancel My membership. Legally. The Provider Firm cancelled for their own Malicious Ill will and with deceitful mechanism. I had 3 open cases and the Attorney who had the Case with the Child Support, Attorney *****, I stated to ***************************** in Resolutions that I was going to report ********************* to the Georgia Bar for her Incompetence , unwilling to assist , No Training in Legal Expertise, At All. ********************* had ME fax her the Judgement from my previous outside case and as soon as she received the *** , in which I had to go and drive from my home, ********************* . SHE IS SO UNSKILLED!! This Firm evidently do not care about its Consumers or Legitimate Representation, to hire on an Attorney who is incapable to assist Legally. I DEMAND 3 YEARS OF REFUND FROM LEGAL SHIELD PRE-PAID COMPANY BECAUSE ALL OF THIS "POOR QUALITY" REPRESENTATION BEGIN 3 years, plus, AND IN ALL FAIRNESS WAS NOT ABLE TO PROVIDE THE "SERVICES I HAD TO PREPAY FOR"

PRE-PAID legally SHIELD TOOK NO REGARD FOR MY OPEN CASES ,ESPECIALLY THE "CHILD SUPPORT CASE" WHO I RECEIVED A RESPONSE FROM THE OTHER SIDE ATORNEY WHO INDICATED THAT HIS CLIENT DID NOT WANT TO GO TO JAIL,;HOW MUCH DO HE OWES IN ARREARS? FINALLY, MY MEMBERSHIP HAD BEEN CANCE3LLED IN FEBRUARY ALL THE WHILE THE ATTORNEYS, THIS LOCATION , NEITHER RESOLUTION ***************************** DID NOT INFORM ***** CLIENT THAT MY CONTRACT WAS CLOSED,, all the while I was sitting at home thinking a "response that I paid $21.00 to *** and Drove ***** away from hometown *** the Documents Attorney Ebony Ameen asked for, but knew ALL the long I was "BLINDLY" MISLEAD BY THIS FIRM,
*****************************
Initial Complaint
Date:03/29/2024
Type:Billing Issues
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.
When I joined PrePaid Legal (Now Legal Shield) before 2001, I WAS PROMISED by PrePaid Legal that my monthly fee would be $26/** for life. I paid that that for over 22 years. Last year they raised it to $34.90 explaining that it was to cover the cost of the ***** being written for members. However, I didn't want a will as I already had a will. Today I got an email that I will be charged $34.90 (yep the same amount - they don't know what the h*** they're doing) starting in April to cover their new services. Today I called LegalShield and told them I don't want their "new services" or their increase and I want to go back to the $26/mo fee. The customer service man told me that it's too late and I can either keep on paying $34.90 or quit Legal Shield. Legal Shield is playing bait and switch.
Business Response
Date: 04/02/2024
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 guaranteed a price increase would not occur. The plan Ms. ****** initially enrolled into in 2001 stated,
“Change in Fees: The Company reserves the right to change the established membership fee for this
membership. Changes in the membership fee will only occur after the current payment period has expired.
Should the membership fee be changed, the member will be given a sixty (60) day written notice at the
member's address according to the records of the Company.” This language has changed with the contracts over
the years, but a Change of Fees clause is still in the membership. Ms. ****** was sent a notification of the price
increases that have occurred in February 2021, when the price changed from $26.00 to $28.98, and in March
2023, when the price changed from $28.98 to $34.90. Ms. ******** membership will be moved back to the
$28.98 plan, however, the $26.00 plan is no longer an option. Ms. ******** membership was paid to April 1,
2024, so no refund is due at this time. If Ms. ****** wishes to cancel the membership, she may send a written
request to [email protected] or respond to this BBB complaint.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Initial Complaint
Date:03/29/2024
Type:Billing Issues
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 enlisted Legal Shield's services in summer 2023 to support a legal matter. During my time using their services, I was not satisfied, and in October of 2023, decided that I no longer wished to continue the subscription. I called in November 2023 to cancel the subscription, at which time they provided an email address to send a formal request for discontinuation, and I did. Upon reviewing my credit card statement recently, I was shocked to find that I was still being billed ***** since November of 2023 in spite of requesting the cancellation. I continue to email requests to terminate the subscription to the email address that they have provided, in addition to making phone calls to customer ******************** to remedy the matter to no avail. The customer service representatives only refer me back to the email process for ending the subscription, which I am unable to get a response from. I am requesting a full refund in the amount of $150 since that time, and confirmation that the subscription has ended.
Business Response
Date: 04/02/2024
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
no record of receiving a call or email from Ms. ****** in October or November 2023. Ms. ****** called in
December 2023, at which time a hold was placed on the membership to allow time for Ms. ****** to send a
written request to cancel the membership, which was never received by LegalShield. A payment was taken in
February before LegalShield received the written request from Ms. ****** on March 22, 2024. The membership
has been cancelled and LegalShield will issue a refund for $29.95 for the payment taken in February 2024. If
Ms. ****** can provide proof of an earlier written cancellation request sent to LegalShield, a further refund will
be reviewed.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Initial Complaint
Date:03/28/2024
Type:Billing Issues
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.
Ive been a member/associate for ten plus years. And they took money from me that I had not signed up for. Im to pay ****** and they took an extra 60 dollars and keep telling me there is a price increase. Although my bill states no increase. I called them and the third representative I spoke to said Im not eligible for a refund. The first representative said she would request a refund. The second representative, ***** said she requested the refund. The third representative went on to say Im not eligible for a refund but they have extended my plan to end in July of 2025. I told them I do not want to extend my plan I want to cancel and want a full refund. Not just the sixty dollars. ALL of it because I sense they are not being honest. They took this money on March 25 2024. I will upload the bill statement once I get home. And the credit card statement.
Business Response
Date: 04/02/2024
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
regarding the price increase and plan change was sent to the member on January 24, 2024. An annual payment
reminder letter was sent on February 20, 2024, and the payment was taken on March 22, 2024. LegalShield has
never guaranteed that price increases would not occur, in fact, the plan the member initially enrolled on and
every plan after that, has said something similar to the first: Change in Fees: The Company reserves the right to
change the established membership fee for this membership. Changes in the membership fee will only occur
after the current payment period has expired. Should the membership fee be changed, the Named Member will
be given a thirty (30) day written notice at the Named Member's address according to the records of the
Company. Due to the member wishing to opt out of the price increase, LegalShield will refund the full amount
drafted on March 22, 2024, and cancel the LegalShield membership. The member is also an associate. The
associate agreement will remain active as long as the sales requirements to keep an associate agreement active
without a linked membership are met.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Customer Answer
Date: 04/02/2024

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.Also: As you can see on the attached files I am an annual paying member. I should only pay $299.40. But as you see on my credit card statement legal shield took more money than they were supposed to and are still telling lies that they didn't. The website even states what they should have taken. See attached. Also attached is my bill from legal shield stating they will draft $299.40. Your customer service has declined tremendously and it is very sad that since ****************** passed away that his legacy would be damaged this way. I have used this legal plan so many times for so many different issues and have always been pleased. The way I was treated in this incidence has really discouraged me from believing that legal shield is the same caring and professional company. Yes, refund my whole $359.40 that you took without permission and I will then be making another contact to get out of legal shield as a whole. I wouldn't want no one to endure this nonsense you have provided. This could have been easily cleared up, via your customer service representatives, but you decided that I needed to blast your ridiculous actions on the Better Business Bureau site. Thank you BBB for reaching out to this company when they never responded to my two emails and three phone calls to refund my money.

Sincerely,

Nalo ****************
Initial Complaint
Date:03/28/2024
Type:Product Issues
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 want a refund because Legal Shield did not provide me with the service they claimed in their letter and telling me this morning (3/28/2024) that I cannot cancel until February 2025.
Business Response
Date: 04/02/2024
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. ****’s
request to cancel and receive a refund has been reviewed by management. Ms. **** will receive a pro-rata refund
of the unused portion of membership fees paid and her membership will be cancelled per her request.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Customer Answer
Date: 04/02/2024

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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