Complaints

This profile includes complaints for LegalShield's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  LegalShield

  1 Prepaid Way Attn Regulatory Compliance Ada, OK 74820-5813

  
• 

  PrePaid Legal Services Inc / Central Florida Locations

  332 N Magnolia Ave Orlando, FL 32801-1609

• 

  Legal Shield

  1307 Little Creek Cir Pensacola, FL 32506-8263

• 

  LegalShield

  1680 NW 10th Ave Homestead, FL 33030-2950

• 

  PrePaid Legal Service/All Northeast Florida Locations

  All Northeast Florida Locations Jacksonville, FL 32256

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:09/19/2023

  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.

  July 16 2023 I sign on for trial offer.Within three weeks l cancelled.Reason I cancelled Both lawyers were very rude.l should of never mentioned l was a *****.I was told that l was to wait 2 weeks for refund l never received.When l call back They lie said l didn't cancel.I pray for them to get it right .Meantime I had to cancel my credit card.They are evil.

  

  Business Response

  Date: 09/25/2023

  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. Ms. **********
  cancel and refund request was received, and the membership has been cancelled. Ms. ******** will receive a
  one-month refund. I am sorry Ms. ******** did not have a good member experience, it looks like she was
  needing assistance with filing forms and did not wish to provide information that was being requested. The
  Provider Lawyer assigned to an intake needs to know the details of a legal matter in order to provide the correct
  assistance to a member. Anything a member tells a Provider Lawyer regarding their legal matters is privileged
  information.
  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:09/19/2023

  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.

  On 09/11/2023 I reached out to pre-paid legal and spoke with an attorney (*******************). During our initial conversation I explained that I needed a "demand letter" sent for a business dispute, and this would be my second attempt. I forwarded the first demand letter via email to assist ****** in drafting another one. This could've simply been a *************** After 3 days I hadn't heard anything, and reached back out to the attorney. On Friday 9/15 I sent a follow-up email. The attorney replied and simply stated that instead of a demand letter I should simply file a complaint with the court. No demand letter was written, or instructions on how to file a complaint with the court. The response provided no assistance, and seemed extremely dismissive. I was disappointed that she didn't make that recommendation on our initial call, but wasted 3 business days. On 9/15/23, I explained the business reason I needed to send a follow up letter, but that email has been ignored. I've paid montly service fee every month and I've never utilized the service. I would like Pre paid legal to assign a new attorney who is willing to assist by writing a demand letter and consult me on what needs to be done for a court filing. Thanks in advance for your consideration.

  

  Business Response

  Date: 09/25/2023

  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. The first
  Provider Lawyer Mr. ****** spoke with determined the next step is to file a complaint with the court and
  declined to do a second demand letter. A member resolution file was opened by Mr. ****** and a staff member
  from the Provider Law Firm spoke with Mr. ****** on Friday. The legal matter is being reassigned for a second
  opinion. Mr. ****** should hear from an attorney for a consultation today.
  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:09/15/2023

  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.

  On September 13, 2023, I paid for membership. I contacted LegalShield for a consult with an attorney regarding a tenant/landlord issue on the 14th. When the lawyer called the next day, I was unable to speak because I am a classroom teacher and could not get away at the time. We agreed she would call back at 3:00 p.m. After 4 p.m. I still had not received a call back. I called the firm and was put on hold for several minutes so I hung up. I think this is highly unprofessional and would like a refund as well as a cancellation of my membership. I am not interested in doing business with them.

  

  Business Response

  Date: 09/20/2023

  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 the
  Provider Lawyer spoke with Ms. ****** about calling back at 3:00, unfortunately, the appointment was not set
  up properly. This issue has been addressed with the consulting lawyer to ensure it does not happen again in the
  future. If Ms. ****** would still like to receive consultation on her legal matter prior to cancelling her
  LegalShield membership, we can have another appointment set for her. PPLSI and the Provider Law Firm
  would appreciate an opportunity to correct this mistake and provide the services of the LegalShield membership
  for Ms. ******. If Ms. ****** would like to have this appointment reset, she can respond here or call the
  Provider Law Firm directly to set the appointment.
  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:09/15/2023

  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.

  My son hired legal shield. I used my daughters cash app to pay. They asked for a routing number which I questioned. The lady was quick to tell me no more funds would be taken off her card. Aug they took 30 dollars, I called and they once again said they would make sure no more was taken, and to have my son call and cancel their services, which he did. Now here it is Sept 15 and they took 30 more. I called and she said she can see where I called last month and she sees where my son called and canceled the service. Now she's saying my daughter needs to call to get them to take her card off. I dont know why since My son already cancelled his membership that the card was not already taken off. My daughter has disputed it with cash app but they said they can't do anything, I think because of the routing number. This bussiness is a fraud, they dont deliver any services that their clients can't do themselves. They are also liars and thieves. Their is no telling how many people they do this to. They get a membership realise that the company does not do anything that the clients can't do themselves. If they take 30 dollars for 2 or 3 months from thousands of people, that a major amount of money. Most people might let it go. I did the first month because it's only 30 dollars, but I only make 914 dollars a month on dissability and I sent that money to my daughters cash app for diapers and baby wipes because my son is in jail and i have my grandson. The membership was under ***************************************** and the number associated with the account is ************

  

  Business Response

  Date: 09/20/2023

  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. *********
  is not listed on the referenced membership file so PPLSI is unable to provide information on the account. The
  calls Ms. ********* references have been reviewed by management. When the call was made to sign up for the
  LegalShield membership, current and future payments were authorized. Ms. ********* also cannot request a
  refund as the payment information used is not hers. PPLSI requires a written request to cancel, which was
  explained to the named member when he spoke with a customer service representative. PPLSI will work with
  the named member and the person who the payment information belongs to regarding any refund requests or
  complaints. Ms. ********* would not have been able to use the services as she does not have her own
  membership. A LegalShield member has access to a Provider Law Firm for certain benefits laid out in a
  membership agreement that is sent to the member upon enrollment.
  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:09/15/2023

  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.

  As others have stated, what they advertise as their 'services' are not what is actually offered. They take longer than 3 days to get back to you. The lawyers miss things, or don't know what to do, or give you some reason as to why there are more and more delays and you have to spend your time and energy to be the go-between to actually get the service that they advertised. There is a huge gap in communication and the lawyers tell you one thing that is different from what the office tells you and it's just a big mess. There are huge inconsistencies and there are also local and head office that just makes it a nightmare for customers. They are not client-centric and just waste your time. Poor communication and just really poorly run, with all these negative reviews, you would hope that someone would listen and actually change.

  Customer Answer

  Date: 09/19/2023

  Address is *****************************

  

  Business Response

  Date: 09/20/2023

  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. ******* L.
  received all the benefits of her membership while she was an active member. The Provider Law Firm made calls
  within the service levels set by PPLSI and even went beyond what was required. One day, the Provider Law
  Firm called Ms. ******* L. four times in one day to speak with her that same day. Ms. ******* L. refused an
  explanation of the service levels expected of the Provider Law Firm from multiple members of Provider Law
  Firm and Home Office staff. When someone purchases a LegalShield membership, they are not retaining a
  lawyer. If a member wants to retain a lawyer to do all of the work for them, they may do so, however, until a
  lawyer is retained, they do not represent the member. Ms. ******* L. received a one month refund upon
  cancellation of the membership and no further refund is due.
  Should you have any further questions regarding this matter, please feel free to contact our office.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc.

  Customer Answer

  Date: 09/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The letter is incorrect. The sales person that I spoke to said that they were able to do what was requested when I signed up.  They did not deliver their end of the agreement - which was sending a demand letter (which they kept refusing to clarify what and when was being done) and sending another additional doc.  They didn't keep their promises and per my complaint, were constantly making mistakes and late. Plus the lawyers were not very knowledgable with doing what they said they would do, so not what was promised.  They took over a month to do a demand letter that was not finished.  So hence, I am asking for a refund. They are trying to blame me for their mistakes and ended the agreement without actually resolving the problems and delivering what they said they would do. They are not client centric and you have to keep calling and chasing to actually get service, which was not advertised.  A very very poor experience.  Because it took so long and I didn't even get the end result, I have requested all charges to be refunded as they didn't deliver on what they said they would do and have per the other complaints, horrible customer service.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/28/2023

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  After review and consultation on the legal matter, letters written on a member’s behalf may be provided by the
  Provider Law Firm. There is a time frame in which the Provider Attorney should provide that letter. Ms. ****
  was not satisfied with that time frame. No further refund is due.
  Should you have any further questions regarding this matter, please feel free to contact our office.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc.

  Customer Answer

  Date: 10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The information is not correct. They have as they keep saying, three business days to deliver the work and they have not.  Hence, a refund is necessary as they have not provided the service that they said they would, per my previous messages. Please stop repeating the same thing over and actually listen to the feedback that customers are giving you.  This again is another example of poor customer service per the other hundreds of negative reviews about your company.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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.

  Signed up for this service a few weeks ago. I received confusing contact information which sent me to two different humans for my intake. One did not return my call, the other kept claiming they could not open my documents. The last document I sent I had them verify whether it was accessible or not. They claimed immediately that they had access. Two weeks later I emailed again wondering how long their three day period really was. They responded telling me that they could not access my last document so they closed my file. I immediately filed an email to their support to cancel the account. (From reading other reviews I can tell this isnt going to be an exciting and quick process.) Charged full price for under three weeks of no help.

  

  Business Response

  Date: 09/19/2023

  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. Ms. ***** sent
  her documents for review through a link that required login information. The Provider Law Firm immediately
  responded to Ms. ***** that they could not access the documents. The Provider Law Firm let Ms. ***** know
  when they were able to access the documents which the consulting attorney reviewed and agreed to review
  additional documents beyond the limit provided in the membership. When Ms. ***** sent those documents via
  another link, the Provider Law Firm responded that they could not access the documents. Another notification
  that the documents could not be accessed was sent a few days later. The Provider Law Firm was never able to
  access the documents and closed the intake, which would be able to be reopened at a later time. PPLSI has
  received Ms. ******* request to cancel and a pro-rated refund will be issued for the unused portion of the
  membership fees.
  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:09/11/2023

  Type:Order 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.

  On June 24 I asked that my membership to this organization be canceled. There are 2 charges that seem to be recurring. The charges on June 26 were for $24.95 and $29.95. I emailed them just before these transactions and they replied that the membership had been canceled - although it took them several days and I was still charged for ***** I assumed the matter had been resolved, and that I would see a refund for the June charges. Not only did I not see a refund, I was charged again $29.95 on August 1. This business is an MLM that provides Law advice to their members. My Membership number is/was ***********. I would like a refund for $84.85 and reassurance that no further charges will occur.

  

  Business Response

  Date: 09/18/2023

  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. *********
  sent a request to cancel her associate agreement on June 24, 2023. A response was sent the same day stating that
  the associate agreement was cancelled and providing instructions on how to cancel the LegalShield membership
  if she chose to do so. PPLSI did not receive a request for the LegalShield membership to be cancelled until
  August 4, 2023. The LegalShield membership has been cancelled and a full one-month refund will be issued to
  Ms. ********* for the LegalShield membership.
  Should you have any further questions regarding this matter, please feel free to contact our office.
  Respectfully,
  Anna ****
  Staff Attorney
  Pre-Paid Legal Services, Inc

  Customer Answer

  Date: 09/18/2023

  
  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:09/05/2023

  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.

  We have been engaged with Legal Shield for multiple years. Our best interaction with Legal Shield was with ******* ****. Responses were immediate, knowledgeable, courteous and to the point. In most cases ******* **** had usable feedback and was inline with Legal Shields adverts and promise. At this point Legal Shield has adopted *************** these folks have proven to be anything but what Legal Shield advertises. Contact for any legal consult is few and far between. All times requiring multiple and repeat contact to even get a call back. If a call back is achieved, there are nothing but excuses as to why NO consult, legal advice or any answer at all will be provided. We contacted ************** MULTIPLE times with regard to upload of a warranty Doc. After multiple discussions and promise of call back, we engaged Legal Shield. Legal Shield did nothing but drowned us in emails of survey requests and asking for more in load the Warranty (Legal document) which we attempted to do MULTIPLE times and called Legal Shield/************** several times, ************** decided to inform us that they could only assist/review legal issues that had legal documents LESS than 10 pgs. Perhaps this is hidden in the Legal Shield/************** weasel words. It is the first we have heard of it, it is not the first excuse we have received since **************. Since Legal Shield has started with *************** we have received ZERO legal assistance, consult or recommendations. Our Last conversation with Legal Shield ************** Both stated " we can not offer legal consult, recommendation or advice, you will have to engage a lawyer." What the heck have we been paying for?? As Legal Shield / ************** no longer offers what they advertise, we seek full refund of our monies.

  

  Business Response

  Date: 09/11/2023

  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. The Texas
  Provider Law Firm as been a LegalShield Provider since 1987. The Document Review Services listed in Section
  II – Schedule of Services in the membership contract states in part, “After consultation, the Covered Person may
  send for review one personal legal document of 15 pages or less.” This page limit has been part of the
  membership contract since Mr. ***** enrolled in LegalShield in 2017. For personal legal matters that do not fall
  under any of the other services in the LegalShield membership contract, there is a 25% discount for referrals. A
  referral was offered on this matter and further assistance was declined. Per *** ******* request, the membership
  has been cancelled and a one-month refund has been issued. Under General Provision K of the LegalShield
  membership contract, a member has the right to be reimbursed the unused portion of the membership fees paid.
  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: 09/11/2023

  
  Complaint: ********
  
      I am rejecting this response because:

    The response is incorrect. First as stated ************************;was the original law firm. We are obtaining the one Documents as proof. As shared we contacted both Legal Shield and **** & ******* MULTIPLE times without success or response from either.  No return call was received by either Legal Shield or **** & ******* despite multiple contacts with Legal Shield and **** & *******.

     At no time has Legal Shield or **** & ******* provided any recommendation nor any opportunity to acquire the consult, counsel or recommendation we paid for. Multiple attempts were made with out success.

    After repeated attempts, we received a request to upload the warranty document. After repeated upload failures from **** & ******* web site, we contacted them again. We were informed that IT rep from **** & ******* would return our call and assist. Legal Shield nor **** & ******* ever returned our call.

    We have used Legal Shield once in the past, the legal firm was ******* ****. On that one occasion we received the appropriate legal consult, counsel, recommendation and action.

      This was the only occasion of a successful experience with Legal Shield &  ******* ****. Since then attempts at our Will, legal consult, advice and recommendations has NOT occurred or been provided. Each attempt required Multiple contacts and repeated Voice messages with promises of call back. Call back DID NOT occur, others were met with nothing but excuses and further non-response.
  

     We seek full refund and correction of the false advertising on Legal Shield's website. They do not provide legal consult, advice or recommendations as promised. This is specifically noted in their response.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/18/2023

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  A referral may have been made to a lawyer with an outside attorney, however, the Provider Law Firm for the
  state of Texas has been the same as long as there have been Provider Law Firms for each state. Multiple intakes
  have been worked through the Texas Provider Law Firm over the course of the membership and both law firm
  and PPLSI representatives have spoken with Mr. ***** regarding the two member resolution files that have been
  opened in the past. The 15 page document limitation has been part of the membership benefits since Mr. *****
  has been a member. A referral to review the 50 page document for Mr. ***** has been offered, however, the
  referral was declined. Both legal consultation and referrals are part of the LegalShield membership, however, a
  member may decline to take advantage of the referral offered. Mr. ***** has been offered solutions to his
  complaint and he chose to cancel his membership. The LegalShield membership is cancelled and the one month
  refund owed has been returned.
  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: 09/18/2023

  
  Complaint: ********
  
    I am rejecting this response because: The response is incorrect and not truthful. Despite multiple attempts Legal Shield nor **** & ******* provided ANY legal consult, counsel,  advice or recommendation of any kind.

    This has been the case for Multiple attempts to utilize Legal Shield for any legal consult, counsel, advice over several years. On every occasion Legal Shield has inundated us with survey emails, none of which assisted us with legal consult, counsel, advice or recommendation for which Legal Shield advertises they offer.

    Full refund and removal of the false advertising of legal consult, counsel, advice or recommendation from Legal Shields website. As per Legal Shields own responses "Legal Shield services Does not provide legal consult, counsel, advice or recommendation".
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/30/2023

  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've been a Legal Shield member for over 12 years and paid around a total of $2.5K in monthly fees over that time period! I have an on-going issue (Intake No. CA1-YT68-PXS), for which Legal Shield referred me to their contracted *****************************. On June 13, I first contacted them regarding the issue, and it hasn't been resolved since. ***************************** bumped me from lawyer to lawyer because of the "conflict of interest", finally referring me to an attorney in Riverside, who was not competent to consult me regarding my property in **********! When, following his advice, I contacted my HOA with his proposed resolution, they told me they have never heard of such a thing. All I originally needed and still need is a letter from the attorney! I sent many emails requesting that letter to *****************************, as well as numerous attorneys to whom they referred me, explaining my situation to each, but to no avail! I feel that in addition to my legal battle, I'm battling ***************************** to get their work done right and in a timely manner. AND some of their staff were extremely rude along the way too!It's been FOUR FULL business days (six days total) since I last sent them the email requesting resolution, and while they claim their turn-around time is 72 hours, I'm yet to hear from them!My issue is time sensitive, and the fact that it'll soon be THREE MONTHS since I've first requested their assistance isn't making any sense, as writing a letter shouldn't be THAT difficult and take THAT long!I'm seeking immediate resolution and feel that if ***************************** aren't able to provide adequate services, they shouldn't be contracted with Legal Shield!

  

  Business Response

  Date: 09/06/2023

  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. The Provider
  Law Firm has provided a referral lawyer to Ms. ********* for assistance with her legal matter. The initial
  referral lawyer was not able to accommodate the expedited request and Ms. ********* was given another
  referral. On August 15, 2023, the Provider Law Firm spoke with Ms. ********* to make sure she had the new
  referral lawyer’s contact information. On August 24, 2023, the Provider Law Firm was copied on several emails
  to the referral lawyer and no action from the Provider Law Firm was needed. Ms. ********* will need to speak
  with the referral lawyer about having a letter written on her behalf.
  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:08/29/2023

  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.

  Member Services Sun, Aug 27, 6:24?PM (2 days ago)to me, "************************************"Dear ***************************,Your email concerning membership *********** has been received and forwarded to the appropriate department. Sincerely, LegalShield ************* ************ Monday through Friday, 7 a.m. to 7 p.m. CT ************************************* Please include your membership number in all correspondence -- Thank you! On Sunday, August 27, 2023 7:12 AM <*******************> wrote:This email originated from outside the organization. DO NOT CLICK links or open attachments unless you recognize the sender and know the content is safe. Please report suspicious emails to Phish Alert.Good morning-My name is ************************* and unbeknownst to me, Legal Shield has been cashing my checks for years without giving me any services that I was paying for. I had been having trouble for several days trying to log on to my account to add and subtract credit cards. I was contacted by phone and email and it was finally decided that My password had not been taken- that was on 8/23- I also found out on that date that the company had changed an internal format and had wiped out all of my contact info including all of the credit cards that the company was paid to monitor. Wait for this- as of 2015 YES for 9 years I have been paying you to monitor my name only>>>????On 8/23 the operator told me that they were very sorry and said that his boss told him to comp me a free month. Not acceptable.I started calling the company since the early part of August wondering why I could not get sign in ......************************* # ***********

  

  Business Response

  Date: 09/01/2023

  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. IDShield’s
  monitoring services switched to a new provider in 2019. Ms. ****** received consultation on alerts in May 2020
  and November 2020. She called about issues with account login in February 2023. At the beginning of August
  2023, a customer service representative assisted Ms. ****** with logging in to her account. Some members
  choose not to utilize the full services the IDShield membership provides. Ms. ******** name was being
  monitored, even though she never fully accessed the updated account features. If Ms. ****** had experienced an
  identity theft event during the time she did not have all of the features active, she still would have received the
  consultation and restoration benefits.
  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.