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.
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:03/26/2024
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 used Legal Shields services from May 2022 - August 2022. I unsubscribed in September 2022. Between September 2022 and March 2024 I did not receive a single email or text from Legal Shield. Nothing implying that I was still subscribed. Nothing in my inbox or my spam folders and no promotional emails. But 1 year and 6 months later on March 1st 2024, I received a text message from Legal Shield, telling me I need to update my payment method or I will lose my benefits. This message was alarming because I thought I had unsubscribed a long time ago.I emailed the same day and asked if my account was still active, and if yes to please cancel it and refund me. Someone responded and said the account had been active this entire time, but that my request for cancellation was received. A week later, I got an email saying the subscription was canceled, but I heard nothing about a refund even though I had followed up two more times since my first email.I called again on March 11th, 2024, to check in on the refund request and was told that my case is not eligible for a refund so therefore I am not allowed to request one. I called a second time and the next person I spoke to said I could file a complaint. This same day, I emailed them and filed a complaint, but I have still not heard anything back after over two weeks.I was paying $29.95 every month from September 2022 until March 2024 without knowing. That is $539.10 taken without my knowledge and with no receipts. I would like to receive a refund for the year and a half of service that I paid for without knowing. I would like $539.10 returned to the card originally on file. Please let me know what can be done about this.My member number for Legal Shield was ***********. Let me know if you have further questions. Thank you for your assistance on this matter.
Business Response
Date: 03/28/2024
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 did
not receive a request to cancel the LegalShield membership until March 1, 2024. The membership was paid to
February 15, 2024. The membership was active and available to the member during the last two years, whether
or not the member chose to utilize the membership. The membership was not paid forward at the time of
cancellation, so no refund is due on the membership.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:03/20/2024
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.
Signed up to be an associate on March 9, 2024 and was never told about the policies of refunding associate fees. Now I want a refund for being an associate and I cannot get it until a review. What do we do?Business Response
Date: 03/26/2024
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 someone
signs up to be an associate, they are asked to agree to the terms and conditions and policies and procedures of
being a LegalShield Independent Sales Associate. These terms and conditions and policies and procedures are
both available upon sign up. In policy and procedure number 12 it states, “Associate fees will not be refundable
unless the Associate Agreement is terminated by the Associate within the first 5 days after the effective date, so
long as the Associate has not sold any members or recruited any other Associates.” This member’s request for a
refund was reviewed by management and, due to the timeframe the refund was requested in, management
approved the refund. The $49.00 associate fee has been refunded 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: 03/27/2024
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.Can they tell me when the refund is expected to be back on the original method of payment ?
Sincerely,
Ste IlInitial Complaint
Date:03/12/2024
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 opened an account last year around late October early November. I reached out to lawyers with a question where one lawyer said they couldnt answer my questions as I had a previous lawyer. I explained I didnt have them as a lawyer and never paid them. They still refused to help me. Said I would need a letter from that lawyer saying I was not their client. I did not want to do this as I was afraid that lawyer would charge me a fee. There is when I decided Legal Shield is not a good fit for me and wanted to cancel my membership. I emailed customer service with a cancelation request November 29, 2023 where I got a response saying it was successful. I thought it was all taken care of but now that I look back at my account I was still being charged each month. I then reached out on 2/29/24 asking why I was still being charged. I got a reply stating to send my information again (which I had already done to cancel the first time). I look at my bank statement again today and I was charged from my account again for March. I would like a refund from the day I originally asked to cancel my services (11/29/23).Business Response
Date: 03/18/2024
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. Ms. Baca’s
cancellation request sent in November 2023, requested cancellation of the LegalShield membership. Her
LegalShield membership was cancelled that same month. The charges that were still occurring were on her
associate agreement, which is separate from the LegalShield membership. When Ms. Baca sent a follow-up
email inquiring about the charges she was seeing, a representative informed her on March 13, 2024, via email,
that they would need an email from the address on file to cancel the associate agreement. A request to cancel the
associate agreement was not received until March 2024. Her associate agreement has now been cancelled, a
refund is not 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:03/11/2024
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.
Over the past 3 weeks, I have tried to cancel my legal shield membership, without any response from the customer service line. A phone number for speaking to a representative was not provided, and the only way to request them to cancel the membership is via the email provided: ***************** I have left this email multiple times, without a response or recognition. The email below, has my account information. I would also like to cancel my legalshield basic subscription:Please see my account information below:***************** I am leaving my account information below for reference. *********** Username: smseanmanalo Email: *********************** I would also like to cancel my legalshield basic subscription:Please see my account information below:smseanmanalo - ********* Any thing you can do to assist in cancelling this account request, and providing some acknowledgement from this company about my request will be most helpful!Business Response
Date: 03/15/2024
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 request to
cancel the LegalShield membership and the LegalShield Advantage subscription on the associate agreement has
been received. Both have been cancelled.
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:03/05/2024
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.
***************************** C/o ******************************************************************** ******************* 2/26/24 Subject: Formal Complaint Against LegalShield Dear Sir/*****,I am writing to express my significant concerns and to file a formal complaint against LegalShield, under my membership account , initiated on July 31, 2014. This action follows numerous unsuccessful attempts to resolve an issue directly with LegalShield regarding their failure to provide the expected legal services under the terms of our agreement.Business Response
Date: 03/11/2024
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. Mr. ******* has
received consultation and document review from multiple attorneys. Each attorney he has received consultation
from has determined that his matter needs a referral under the 25% discount benefit. This referral has been
offered multiple times and Mr. ******* has declined each time. Mr. ******* asked for a second opinion and
LegalShield’s Claims department provided a benefit determination, concurring with the Provider Law Firm. If
Mr. ******* would like to receive a referral at the 25% discount, he can contact the Provider Law Firm to initiate
that process.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:02/27/2024
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.
On 2/25/2024 I signed up online for the LegalShield prepaid legal service membership after reviewing their marketing website. On their marketing website they discuss Living Trusts in-depth, leading you to believe that Living Trusts are something that is covered by their membership (screenshot of their marketing website is attached). On 2/26/2024 I received their membership kit by email and reviewed it. In the membership material they do not mention living trusts at all. I called the company on 2/27/204 at 4:00pm Mountain time to inquire about this. I was told by the customer rep agent that in fact they do not cover the setup of Living Trusts. I told them that their website indicates that they do and then asked that my membership be cancelled and membership fee be refunded. However the agent indicated that after talking to her supervisor that no refund would be provided even though I had never used the service yet.Business Response
Date: 03/04/2024
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 screenshot
Mr. ******** attached clearly indicates that a Living Trust is not fully covered by the LegalShield membership. In
the purple area at the top of the screenshot, the last sentence says, “A Living Trust is available at a 25% discount
from the provider law firm’s standard hourly rate.” Management has reviewed this request to cancel and refund
the membership. Due to the proximity of when Mr. ******** signed up and when he requested to cancel the
membership, PPLSI will cancel and refund the annual membership. The refund will be issued back to the card
that was used to make the 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, IncCustomer Answer
Date: 03/06/2024
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:02/26/2024
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 to represent me in legal matters. When I attempted to use legal shield for my business which is a single member LLC, they told me I needed to sign up for a business account as well as a personal. I signed up for the business account at $99/mo and the personal account at $99/mo. The services turned out to be nothing more than a coupon book subscription of retainer fees which even those were just marked up higher than market cost in my area. The icing on the cake is when I canceled they only canceled my personal and kept charging me for the business account. When i called to cancel the business, the lady put on her sweet apologetic voice and tried to retain me. After discussing issues, she flipped a switch and customer service became aggressive and dismissive. She then told me I had to send an email, which is obnoxious and a huge indicator of a scam company and I informed her that her customer service and these procedures are indicative of why people complain and want to cancel these services so often and she literally hung up the phone on me. I recorded this call in **** which is a one person consent state and I will be posting the voice call online for person to hear exactly how terrible and poor their customer service is. I can upload and link the audio recording here as well after I receive their response. I would like a refund for all unused services and an immediate cancelation of my business account.Business Response
Date: 03/01/2024
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. Yoshikoson
****** sent in a cancellation request specifically for their personal LegalShield membership, that’s why the
business plan stayed active. A cancellation request for the business LegalShield membership has also been
received, and a refund for the last month’s payment has been issued.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:02/19/2024
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.
BETTER BUSINESS BUREAU LEGALSHIELD February 19th ***** *******, ****, **************** PLLC refused to furnish an Intake# for the lawsuit for the stolen $10,000.00 that was covered under the services provided under the LegalShield membership plan. The plan provides legal service references. Under this plan`s legal service ******* Law, PPLC c/o ************************************ was hired for $10,000.00 to file legal lawsuits against Intake# ********** ***** **** **********. The legal service to be provided was outlined in great detail and the $10k payment was noted and documented in 15 monthly email request for a status update on the lawsuits and under the Warranty Deed and Check received missing the $10,000.00.****************** claims that I have no pending matters with his office and by this admission has stolen the $10,000.00 and never paid taxes on the income. After contacting *********************** several times by phone and email, *******, ****, **************** PLLC refused to furnish the services provided under the LegalShield membership plan.See: Copies Attached and Emails.:Mar. 23, 2021=LegalShield membership# ***********/*******, ****, **************** PLLC referral notice to ************************************ owner and agent of ******************, PLLC [BBB/A-1]Full year 2023=Monthly membership payments made for LegalShield services.[BBB/B-1]Nov. 08, 2021=Warranty Deed for $45,000.00 with Proceeds of $44,305.95[BBB/C-1&2]Feb. 08, 2022=Unresolved Issues [BBB/D-3]Feb. 10, 2022=Check received for $34,305.95 and notice of case(s) acceptance by ****************** missing $10k for lawsuits covering Intake # ************************************************* 01, 2023=15 monthly emails requesting status update on Intake # **************************************************** from ******************: Dec. 5, 2023 [BBB/F-1]**********************,You have been a client for a long time and I appreciate your business. But at the current time you do not have any pending or open matters with my office. I cannot tell from your email if you are wanting to...BBB/H-1Business Response
Date: 02/23/2024
Our member resolutions department attempted to address the issue with ************************************* before as they called the member on February 13 and 14, but the voicemail was full. We sent an email on February 14 and did not hear back from the member.
The Provider law firm,*********************** made a proper determination of benefits under the membership declining to open a new intake related to attorney ********************************* as it would be excluded under N4 of the General Exclusions of the legal plan. The provider law firm was able to confirm that attorney ******* did provide services for the member and from the information received it did not appear that anything was owed to the member.Customer Answer
Date: 02/25/2024
Complaint: ********
I am rejecting this response because: LegalShield was responded to by email (see attachments) and has access to all of their companions and partners` emails. LegalShield and *******, ****, ****** & ****** PLLC are only interested in the continuation of their criminal enterprise association.LegalShield and *******, ****, ****** & ****** PLLC were given three options to settle the problem and do the right thing but refused.
Sincerely,
*************************************Business Response
Date: 03/01/2024
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
The Provider Law Firm called and emailed Lafayatte ********* on February 23, 2024, to address the issues they
have with the services. To our knowledge, Lafayatte ********* has not returned their call. PPLSI Home Office
does not have access to the Provider Law Firm’s emails or calls due to attorney-client privilege. The amount that
Lafayette ********* paid to the Referral Lawyer in 2021 or 2022, was used to provide assistance to Lafayette
********* and was billed up.
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: 03/04/2024
Complaint: ******** I am rejecting this response because: BETTER BUSINESS BUREAU
LEGALSHIELD A.K.A.Pre-Paid Legal Services, Inc. PRIORITIZES SHIELDING DOCUMENTED CRIMINAL LEGAL SERVICE PROVIDES OVER MEMBERSHIP CONTRACTS WITH INDIVIDUAL LAW ABIDING CITIZENS
LegalShield`s attempt to nullify individual membership contracts instead of Shielding documented criminal Legal Service Providers is a crime in itself.
Examples of the protection of documented criminals Legal Service Providers over membership (#***********) contract include:
******** & ********`s actions are those of a criminal association masquerading as a legal representative. ******** & ********`s actions are akin to a law enforcement officer shooting an innocent, unarmed citizen in the back and claiming that it was in self-defense.
Documented criminal evidence include:[***********]
[A] Entrapment: [B] False statements on a legal document: [C] Negligence: [D] Bear false witness: [E] Malicious behavior: [F] Venue:
******* Law, PPLC c/o ************************************ was hired for $10,000.00 to file legal lawsuits against Intake# ********** ***** **** **********. The legal service to be provided was outlined in great detail and the $10k payment was noted and documented in 15 monthly email requests for a status update on the lawsuits and under the Warranty Deed and Check received missing the $10,000.00.
******************.
Documented criminal evidence include:***************** *******]
[A] Thief of client funds [B] Tax evasion [C] Obstruction of Justice [D] Dereliction of Duty
To: LegalShield and *******, ****, ****** & ****** PLLC Membership#*********** FINAL NOTICE:
Documented criminal evidence include: [************************************]
[A] Breach of Contract [B] Harboring Criminals [C] Obstruction of Justice [D] Pre-Paid Legal Services, Inc.
Feb.23,2024 PPLSI BBB Complaint ID# ******** No evidence given missing 10k [BBB/I-4]Initial Complaint
Date:02/17/2024
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.
Have attempted to cancel subscription for over a year, they say it's canceled but still charge my account. Having to consistently dispute with bank. I want them to cancel my subscription immediately and refund.Business Response
Date: 02/20/2024
Membership has been cancelled one day after receiving notice and we are giving him a courtesy refund of 3 months, no prior request to cancel were received.Initial Complaint
Date:02/16/2024
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 opened a intake regarding tax issue I have where I wanted a letter be drafted on my behalf, upon contact with attorney I was in informed they could not assist because there was a conflict of interest and I needed to be referred to another attorney, however they could review me writings a letter but they could not represent me. I have received assistant with taxes in the past without issue but now due to the attorney conflict of interest I'm forced to be referred where I incur fees for a service that is covered under my contract. I contacted legal shield by phone and was met with hostility and disparage. I requested arbitration per section S under general provisions of my contract and was asked if I wanted to cancel my services instead. After email contact I was contacted by attorney firm and was told there was no conflict and pinned me as if I was requested the referral. That is a false narrative, I was informed I needed to be referred to a other attorney because of their conflict of interest.Business Response
Date: 02/16/2024
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 legal matter
that Mr. ******** is needing assistance with requires the attorney assisting him to be his attorney of record. While
Mr. ********** LegalShield membership does include letters written on member’s behalf, it does not include the
attorney writing that letter being his attorney of record. When a member needs an attorney to represent them
outside of the specific benefits that relate to representation, the member is referred out under the 25% Discount
benefit. This referral is not related to a conflict of interest. Mr. ******** is receiving his LegalShield benefits with
this referral.
Mr. ******** is also interested in arbitration. The LegalShield membership contract is between Pre-Paid Legal
Services, Inc. and Mr. ********. If he wishes to initiate arbitration with Pre-Paid Legal Services, Inc., he may do
so through the BBB. Dispute resolution with the Provider Law Firm is outside the scope of his LegalShield
membership and its General Provisions.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
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