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:10/21/2023
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 received two letters from a Legal Shield attorney, ************************* with ***************************** out of ********** stating ************, impersonating, cyberbullying, and slandering my finances ex girlfriend. I have done no such thing. I dont know the woman nor have I ever spoken to her. I dont know how they can serve a cease and desist without proof. *** emailed and called daily with proof that whats shes accusing me of is actually what shes been doing to me along with case numbers from the police Ive filed. Ive sent 100 photos, videos, and texts of her harassment to me requesting they contact me and remove my name off their case as it is not warranted nor factual. I have yet to receive a response weeks later, or able to speak to anyone when I call daily. This is the most unprofessional company Ive ever had the displeasure of dealing with. I now have to hire an attorney and spend thousands of dollars of my hard earned money to have me removed from the accusations as well as to *** the ex girlfriend for exactly what shes accusing me of. I have all the proof of my innocence and her guilt, sent it all in via email daily without any resolution. If youre going to name me and accuse me I at least deserve a response. What kind of company files legal documents, and accuses someone of something without any proof just to receive someones money? Ive never been in any legal trouble, and it degrading to be accused of factitious accounts from a woman trying to make my life h*** all because Im in a relationship with her ex boyfriend? Im just appalled in every aspect of the word.
Business Response
Date: 10/25/2023
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Ms. **** is not a LegalShield member and LegalShield cannot provide information about another member.
LegalShield also does not have access to any member’s legal matter due to attorney-client privilege. LegalShield
cannot interfere with any member's legal matter or representation. If Ms. **** has questions about the letters
she received, she needs to contact an attorney for legal 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:10/19/2023
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.
On Sept 2nd, 2023 I formally emailed in a request for my auto renew to be cancelled because they do not allow you to cancel yourself. This was after noticing i had months of charges i was unaware of. I used the service a single time many months ago. After acknowledging my email I was charged 30$ on Sept 8th, 2023 six days after my Intital request. Only by my third email attempt did they allegedly cancel the auto renew and they ignored my refund request. This quality of service is unacceptable and fraudulent to charge people nearly a week after acknowledging a formal request not to be charged. I haven't even used the service a single time for months. I want to be refunded 90$ for months of not even using this service and being charged unknowingly.Business Response
Date: 10/25/2023
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 Mr.
********** signed up for the LegalShield membership, he authorized monthly payments to be taken until he
notified LegalShield otherwise. The last payment taken for the LegalShield membership was on August 28,
2023. Mr. ********** sent a written request to cancel on September 2, 2023. This request was processed and a
refund of the full $29.95 payment that had been taken was issued on September 6, 2023. No further refund is
due at this time.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:10/13/2023
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.
Today, Thursday, Oct 12th, ****** spoke directly to ****** at FFT regarding her Legal Shield membership. Legal Shield has changed their Intake system that is used to generate file case and maintain existing file case numbers. ****** has contacted me in tears as she updated me on her phone conversation. ****** had informed her that Legal Shield made system changes and has lost existing cases and open cases with ongoing court dates.Business Response
Date: 10/19/2023
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. None of Ms.
******* files or intakes have been lost. It appears that Ms. ***** has sent in documents without intake
numbers or with the wrong intake number so some things have had to be moved by the Provider Law Firm staff.
Ms. ***** has also sent in information regarding her daughter’s legal matters that she would not be able to
open an intake on. The Provider Law Firm has informed Ms. ***** that her daughter is not covered by her
membership and would need to sign up for her own plan to receive benefits. Ms. ***** can contact the Provider
Law Firm to continue to receive assistance on her personal legal matters and open intakes.
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: 10/19/2023
Im talk headquarters and straight out what going on now.Initial Complaint
Date:10/09/2023
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.
Last year Nov 9 2022 I sent a trail of emails to LegalShield member services to cancel a contract. The entire department has ignored me. I have a paper trail that dates back over a year with no results. Legalshield continues to debit my account almost a year later. The monthly premium is *****. So $330 is owed to me from this dispute as well as pain and suffering based off the time I sent in a written cancellation. I was told I could not resolve the cancellation over the phone I would have to send in the request in writing. Thats what I did and still ignored. I have a financial hardship and this money cloud have helped me out. There are countless people online stating the same thing. Contract issues can't get out of the contract. Thats how Legalshield continue to steal from people.Business Response
Date: 10/13/2023
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 did not
receive the email request that Ms. Burch has attached here. It looks like the email address Ms. Burch had for
Member Services was incorrect, the correct email address is [email protected]. The
membership is in the process of being cancelled and a refund is being issued back to November 2022 since Ms.
Burch has provided the email showing the attempted cancellation.
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:10/05/2023
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.
10/3, spoke to a attorney that completely ignored my pleas on questions that I had on anything. Wouldnt let me talk and seemed annoyed. Sounded like she was ******* the conversation and made me feel bad about my questions. I cannot remember her name but I will say for what they are offering price is wise is NOT worth it. I can find this stuff on ********** Legal advice is literally like googling something. She also made me feel like I couldnt ask more questions about any legal issues. Dont recommend.Business Response
Date: 10/11/2023
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. ****** was
provided the consultation benefits of the membership and offered a referral under the 25% discount benefit. Ms.
****** declined to retain an attorney for her legal matter, so the consulting attorney went over the options to
continue pro se. Consultation is provided to a member on an unlimited number of personal legal matters to the
extent the consulting attorney determines the member has been adequately advised. Ms. ****** may continue to
receive legal advice and services on her legal matters. Each legal matter that Ms. ****** would like to receive
services for will need an intake open for that specific matter.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.Initial Complaint
Date:10/03/2023
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 contacted Prepaid Legal about a Law Firn in my network. *************************************************, APC. When I spoke to prepaid legal about the issue. In so doing the supervisor stated she would resolve the issue with the law firm and help me. Instead I received a letter saying my 20 year membership was cancelled and no referral given for attorney in my area which is what I called for in the beginning.Business Response
Date: 10/10/2023
Dear Ms. Newberry:
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 received a referral for the legal matter he needed assistance with and had already retained that Referral
Lawyer. When Mr. ******** called the Provider Law Firm for a second referral, he did not want to provide the
requested documentation for review to receive another referral. It was determined by the Provider Law Firm that
Mr. ******** is unable, unwilling, or incapable of accepting or understanding the services and how they
worked. The membership was cancelled per company option according to General Provision R of the
membership contract.
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:10/02/2023
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 gave the LegalShield lawyer that they referred me to 25 to$30,000, he did not do much at all. at this time he still has not given me a breakdown of how much I actually paid him.Business Response
Date: 10/03/2023
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 cannot
get involved in billing disputes with a Provider or Referral Lawyer. Billing matters are part of the attorney client
relationship, which PPLSI cannot interfere with. Mr. ***** may request an itemized billing statement from the
Referral Lawyer. If Mr. ***** experiences issues with the service, PPLSI has a member resolution process to
address service concerns.
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:09/24/2023
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 canceled this service back in January and even received an email confirmation. They however kept charging me anyways all the way up to this past month. I am deaf and I think they took advantage of that fact. I had to have my hearing son call to cancel it recently. They also sent and email confirmation after that. But I have no doubt that I will see charges again in October. I want to be refunded all the way back to my cancellation attempt back in January. I still have proof of the email confirmation showing that they agreed to cancel it. They were charging two separate charges each month of $9.95 and $29.95. That adds up to $319.20 from February to September. I also dont ever want to be charged again by this scam company again.Business Response
Date: 09/28/2023
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. ********
associate agreement was cancelled in January 2023 while the LegalShield and IDShield memberships remained
active. At this time, the memberships are cancelled. If Mr. Fisher will provide a copy of the original request sent
in January, it will be reviewed for refund determination. That copy can be provided through this BBB complaint
or by forwarding the message to [email protected].
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:09/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been paying this company for 10 years, every time I need their services for help, they would have someone to contact me and after that person contacts me and say its nothing they could do, this has happened to me three times. I would call and report what the lawyer stated, they would apologize and tell me they would have someone else to call me. I have not received a call nor response yet. Now after I sat and analyzed each time that I need there services the response has been the same. I had to seek and find an attorney, to help me. This company is very misleadingBusiness Response
Date: 09/27/2023
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. ******
cancelled the LegalShield membership via written request in August 2023. Mr. ****** had several intakes
opened during the service period of the membership and received consultation and/or referrals on those legal
matters. LegalShield has an internal resolution process for members who are unhappy with the service provided,
Mr. ****** never gave PPLSI any indication that he was dissatisfied with the membership or services. In the
legal plan that Mr. ****** was enrolled in, General Provision P. provided the option for Mr. ****** to secure
the services of an attorney of choice for a matter arising under the contract.
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: 09/28/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 09/29/2023
September 29, 2023
************************* (complaint# ********)
******************************************************* **. 39206
Dear Better Business Bureau
I have read the response from legal shield and I am rejecting there response. The reason that I am rejecting is Legal Shield stated that they did there part by contacting me, which is false, I have not heard back from them concerning my issue or problem. They stated that I had several intake openings/consultants and referrals false. I will agree to disagree, they have failed to call me. After I called them and complain about the concerns that I had, that is when I decided to cancel my subscription, because I noticed over the years when I tried to use legal shield its been the same response, it is nothing he/she could do to help me on the matter so when a tree fell on my vehicle this year and the lawyer told me the same thing nothing he could do that was the last straw. I called and complain and the representative said she would refer me to someone else and have someone to follow-up with me on the matter, its been a complete failure, no response to me. Legal Shield have failed to contact me or email. So yes I have reported my disappointment and concerns that I was having toward them and got no response.
*************************Business Response
Date: 10/03/2023
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Mr. ****** did not report any issues to the PPLSI Home Office prior to cancelling his membership. When a
member opens an intake, the Provider Law Firm provides a consultation. Some consultations lead to a referral
being made for the member. If the member receives consultation and continues to open intakes on the same
matter, those intakes are closed if no new information is provided as the Provider Law Firm has worked the
matter. Sometimes, a member may not get the outcome they want from their consultation. Due to Mr. ********
membership being cancelled, there is no further assistance PPLSI or the Provider Law Firm can provide.
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: 10/05/2023
Complaint: ********
I am rejecting this response because: they did not respond me period
Sincerely,
*************************Business Response
Date: 10/11/2023
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
No concern was reported to the Member Resolution department to seek resolution with the Provider Law Firm.
Mr. ****** was given a referral attorney for his legal matter. The Member Services department of LegalShield
cannot make referrals, it must be done through the Provider Law Firm. A member may not be happy with an
outcome because they were hoping to hear something different than what they were told. Any time there is a
conflict of interest between LegalShield members, the Provider Law Firm will refer the matter to an outside
attorney. Once a member cancels their membership, there is nothing further LegalShield can do to assist that
member.
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: 10/12/2023
Complaint: ********
I am rejecting this response because: because of several false statements
Sincerely,
*************************Initial Complaint
Date:09/20/2023
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 was a LegalShield member for over 10 years. When I was named in a lawsuit along with another company, I was told that my benefits didnt apply because another business was included as a defendant. I explained if I was personally named in a suit as an employee at ************************* would they still not cover me personally? Eg I cant help they named a company as well as me. Big picture I needed personal coverage and they left me in the dark Membership # *********** Resolution ***-***Business Response
Date: 09/27/2023
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. *******
cancelled his membership in 2022 by sending in a written request. Mr. ********* membership specifically
excluded business related matters. General Exclusion N. 1. states “The following items are specifically excluded
from this Contract and shall not be interpreted as included Services under any provision of the Contract: 1. Any
matter involving any Covered Person which arises as a result of business matters or interests (regardless of the
form of the entity), including: a. Ownership, management, or association with a business, partnership, corporate
entity, or trust. b. Any income producing property or venture regardless of the full-time or part-time nature.” It
was determined by the Provider Law Firm that Mr. ********* legal matter was business related and therefore
was excluded from the legal plan coverage.
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: 09/27/2023
Complaint: ********
I am rejecting this response because: it was not a business that I was involved in. I was falsely named personally in said suit. Ive explained this numerous times, and if Legal Shield gave me access to my benefits they would see it is so.
Sincerely,
***************************Business Response
Date: 09/28/2023
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
The business named was solely owned and managed by Mr. *******. The suit was brought based on his alleged
actions on behalf of his business. The Provider Attorney consulting on the intake reviewed the lawsuit and the
service request and determined the lawsuit was business related.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
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