Business Profile

Legal Services

LegalShield

Headquarters

Complaints

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

Customer Complaints Summary

344 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/26/2023
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.
In March I subscribed to the Legal Shield business plan to cover my business due to issues with clients failing to pay. After several attempts to log into the system without success, I called the customer service line and explained that I could not access member benefits. It seems that there was a flaw in their system which continuously attached my account to incorrect information and labeled it as cancelled, though all payments were current and the account active. The customer service agent acknowledged so on their recorded line. She also was unable to resolve the issue. After speaking with customer service and having no results, I requested, verbally and in writing, that a refund of all monies paid for the service be refunded due to an inability, not caused by myself, to access any of the services that were included. In total, over 4 months I paid $396 in subscription fees. Following my request to cancel the service and be refunded due to a lack of faith and suspicion that Legal Shield was defrauding its subscribers, I was only refunded $56.10! There was no reason given as to why the lesser amount was refunded. So I again requested in writing that the remainder of fees paid be refunded and that a written explanation be provided within 7 business days, to which they have not responded! Over 4 months of auto-deduction of fees, I was not able to access any services that I paid for. This is FRAUD!
Business Response
Date: 07/31/2023
Response is in attached document.
Initial Complaint
Date:07/25/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 25, 2022 I called Legal Shield to cancel my monthly membership. They told me I had to do so in writing and provided me with the following email: *********************************** They told me to state I wanted to Cancel and provide my membership number, which I did. I thought it was taken care of. NO email bounced back.I went through my bank account on July 11, 2023 and saw the they were still deducting my monthly fee. So I called them back and asked what was going on. They said I sent my email to the incorrect address, which was given to me by their representative. They said they even saw that I called on October 25th. They provided me with a different email **************************************** and asked me to forward the email from October 25 and again state I wanted to cancel and include that I wanted my credit of $284.60 for the extra 9 months of being deducted after I asked to cancel my account. Which I did. The representative did not include "corp" when I called the first time.I received an automated response that they were sorry to see me go and they have cancelled my membership but did not address my refund. I called in again, today, July 25th and spoke with Destiny, a manager about my emails and concerns. She told me she was sorry and could not help. They refunded 1 month and tough luck on the other 8 months. This is wrong. Their representatives gave me the incorrect email address-it never bounced back to alert me it went to the wrong place and it was never passed on to the correct people. I had been with Legal Shield since 2011. I feel that they should refund me in full for all 9 months since I called in and was given the incorrect email address from their representative.
Customer Answer
Date: 08/03/2023

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.
Thank you for your help in resolving this issue!

Sincerely,

*********************************
Initial Complaint
Date:07/18/2023
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 had a legal matter that I asked Legal Shield to help refer me to an attorney. They referred me to attorney ***************************. This legal matter occured in January 2023. As of this date the *************************** law firm has only accomplished sending a demand letter to the realtor I had an issue with. *************************** law firm charged me over $3500 in fees with no solution to this matter. I received an email from *************************** stating that my case was closed in early July 2023. I was frustrated. The attorneys at the ******** law firm that my case was passed to all quit the firm so my matter was left hanging and made me suspicious of why attorneys were leaving the firm. I could not get returned phone calls, conference calls were not kept. I complainted to Legal Shield in mid July 2023 and was contacted by ********************* at Legal Shield to give her my story. She called me approximately 7/13/23 saying that *************************** didn't see the contingency in the real estate sale document that I was complaining about and so he closed my case. The contingency is clearly there and *************************** said he'd help me with my case in January 2023 because the realtor did not honor this contingency. All the information ********************* stated that she received from *************************** is a lie. ********************* from Legal Shield sided with *****, didn't ask for docments from me to support my case. Attached is an email I send to ********************* outlining my complaint. As of this date, no response has been received. I cancelled my membership with Legal Shield as a result of the poor service and referral service to an attorney who is inept at commnication and follow through with legal matters, charging me $3500 for on a demand letter and some document review. The attorney firm that referred me to *************************** is *********************, *************************************************************************************** ************.
Business Response
Date: 07/24/2023
Response is in attached document.
Customer Answer
Date: 08/01/2023

Complaint: ********

I am rejecting this response because: Legal Shield's explanation is hog wash and an effort to not take responsibility for their inept procedures. As the attached email from the attorney *************************** that they referred me to indicates he closed the case after receiving my email stating that I was not authorizing any more legal fees without my approval. I did this email because I had spent just over $3500 in attorney fees over a 6 month span, with no resolution to the matter, the attorney's that my case was assigned to kept quitting the firm, leaving my case hanging, no real communication, no working with me to resolve the legal matter. I've attached a BBB current alerts for Legal Shield. They have a pattern of complaints regarding service, contract, advertising, refund, etc. So this speaks for itself regarding Legal Shield's reputation and the types of attorneys they refer clients to.

Sincerely,

*********************************
Business Response
Date: 08/04/2023
Response is in attached document.
Customer Answer
Date: 08/06/2023

Complaint: ********

I am rejecting this response because: Where did you get the idea I wasn't going to pay the attorney? Even more outrageous that you cannot get involved in payment disputes? WOW. You misconstrued every detail I outlined in my complaint. So thankful that I closed my membership with Legal Shield as I find this business to be inept in every facet. Your response is so out of context that I cannot believe it. My complaint was due to the fact that the attorney I was referred to didn't do the job that I paid legal fees for - a little over $3500. If you have the ability analyze and get the details correct, I'm hoping you will see that. Attached is the BBB's rating for Legal Shield, which indicates an ALERT for this entity.,

Sincerely,

*********************************
Initial Complaint
Date:07/14/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear B,In 2022, I signed up for legal shield, which provides me unlimited consultation with attorneys on personal and business matters. Also provides other services such as writing letters on my behalf to other parties. There has been a couple instances where the law firm, or legal shield, has not performed in a manner. One matter that just arose is where I needed help with a business matter relating to my company, mezzanine management LLC. It is registered in the *************** and I am listed as a manager, as well as my father. This does not connotate ownership as the ****** Secretary of State does not know this information. As my father was listed as a manager through the ****** Secretary of State website, they stated that i needed to upgrade to the small business plan, or i could keep the home based business supplement and file documents with the Secretary of State eliminating my father as a manager on the business. He does not have ownership, but it's just a way to prevent my corporate veil from being pierced. In fact, he is a dependent on my plan, as he lives with me and i care for him.I brought this up to ***********************************************************, the local law firm, as well as legal shield, and they are saying it doesn't matter. It only matters that the secretary of state has it listed on their website and at that they deem it as ownership. I would like to retain my membership as is and be able to ask questions regarding my company. In the event that legal shield does not wanna do that, then they need to refund all that i have paid for this home based business supplement back to the beginning. Currently they will not do that. How can they charge me for something that i would have never been able to use. I only found out about it now because i wanted to ask a business question. This seems fraudulent on its face, that legal shield would take these fees monthly, yet when asked, never provide the service I'm requesting. Looking forward to hearing back from legal shield.
Business Response
Date: 07/19/2023
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. The Home
Business Supplement states in General Provision B that ““Home Business” is defined as a lawfully operating,
income-producing activity which is wholly owned and operated by the Member or business.” This information
is available on the website when a member enrolls in the Home Business Supplement. When a member enrolls,
PPLSI does not know the details of a member’s business they select the supplement for, it is up to the member
to review the information on the website to know if it is the right coverage. This issue was caught by the
Provider Law Firm now due to the request for service related to the business. PPLSI will refund $134.55 for the
nine payments of $14.95 that have been taken since the enrollment in the Home Business Supplement and
remove the supplement from the membership.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc.
Initial Complaint
Date:07/14/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been scammed by Legal Shield's advertisement. Their advertisement advertises 24 hours a day service, and they are completely deceitful. Legal Shield ignores my calls. I asked Legal Shield to refund my two monthly payments of $29.95 = $59.90. After a long waiting, Legal Shield refused to refund my $59.90. I'm totally against Deceitful Practices. I demand my full refund.
Business Response
Date: 07/19/2023
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. The
LegalShield membership provides 24/7 emergency access for certain emergency situations. Not all services are
available 24/7. The emergency situations covered by the 24/7 line include when a member is being arrested or
detained, injured in an auto accident, served a criminal warrant, or a federal, state, or local official is attempting
to remove your children. These services are outlined in the membership benefits that are sent to every member
when they enroll in a LegalShield membership. In this benefit contract, General Provision J also states that “The
Member has the right to be reimbursed by the Company the unused part of the membership fees paid for this
Contract. The total refund will be calculated on a pro-rata basis over the payment period.” Mr. Martino was
paid to July 11, 2023, and PPLSI received his written request to cancel on July 3, 2023. Mr. Martino was given a
pro-rated refund of $5.98, 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: 07/19/2023

Complaint: ********

I am rejecting this response because: What the business calls 24/7 response means sending an auto message. I had no other response. Legal Shield is ripoff and owes me two payments of $29.95 = $59.90 - 5.98 = $53.92

Sincerely,

***********************
Business Response
Date: 07/24/2023
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
As outlined in the membership benefits contract sent to each member when they enroll, the 24/7 Emergency
Access line is for covered emergencies. There is a specific 24/7 Emergency Access phone number covered by
live agents for members to call to use this benefit. Not all services are available 24/7. The benefit in the contract
reads:
“A. The Covered Person may receive toll-free phone access to the Provider Law Firm 24-
hours per day. The Covered Person must call this emergency number 1-877-825-3797 to
consult with the Provider Law Firm only when:
1. The Covered Person is Detained or questioned by a Law Enforcement Officer acting
in their official role.
2. The Covered Person is being Detained or questioned by an agent of a federal, state, or
local child welfare agency regarding a minor child in the Covered Person’s custody or
control, or Dependent of the Covered Person.
3. The Covered Person is involved in an automobile or motorcycle accident that results
in bodily harm or physical injury.
4. The Covered Person is served with a warrant.
24/7 Emergency Access Exclusions:
1. The Covered Person will not receive emergency services for making, posting,
obtaining bond, bail, or other security required for release.
2. Phone access provided is subject to conditions imposed by the detaining or
questioning authority, which may prevent a Provider Law Firm from communicating
with the Covered Person on an immediate basis.”
This benefit is only available by calling the Emergency Access phone number listed in the benefit
and on the mobile app. Any legal matters which do not fall under one of the outlined covered
emergencies is not covered 24/7. A pro-rated refund has been provided, 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
Customer Answer
Date: 07/24/2023

Complaint: ********

I am rejecting this response because:The Business response has nothing to do with my refund. Im not satisfied with their misconduct. illegal shield acts as if they were the Provider of the Law. I want my money back. Their 24/7 is a SCAM. I still havent got a response. Why all that mambo Jambo?

Sincerely,

***********************
Initial Complaint
Date:07/14/2023
Type:Customer Service 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.
These people are calling me every day. I do not answer the phone but they keep calling and never leave a message. I answered today and they asked for information. I told them to stop calling. I feel like it is a scam.
Business Response
Date: 07/19/2023
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have attempted to locate the membership file. Ms.
*****’ name is not on the membership that her phone number was attached to. It appears that possibly her
spouse or another family member put her phone number on their membership. Customer Service
Representatives were attempting to reach the member due to their membership being in a precancel status. The
membership has now cancelled and Ms. ***** should not receive any further calls regarding this 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: 07/19/2023

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:07/12/2023
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 was a member for many years before I had a claim. My case was dismissed without being investigated to see if it should be defended. They used an exclusion that wasnt in fact used correctly to deny my claim for representation. They acted in bad faith by not fulfilling their obligation to me. My son has been denied a drivers license for many years because LS refused to defend my case.
Business Response
Date: 07/17/2023
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
membership that was located for Ms. ******* has not been active since October 2015. In order for Ms. *******
to receive assistance, she would need to have an active LegalShield membership. There are limitations on who
can be covered on a LegalShield Family Plan. Ms. ******* may contact Member Services at 800-654-7757
Monday – Friday between 7 am – 7 pm CST for questions about coverage and 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.
Initial Complaint
Date:07/08/2023
Type:Customer Service 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 was talked into signing up with Prepaid Legal aka Legal Sheild, etc. I was blacklisted after I filed BBB report. I have spent thousands of dollars with them on membership fees over the years. I was talked into signing up again and it happened all over again. In the beginning, I would call the law firm and get hung up repeatedly. I would have to block my number in order to get them to even take a call even though I was a paying member and the attorney confirmed this. I was always polite with them, however, they could be very rude with me at times and cut me off, etc. I had serious issues that were very time sensitive. I felt like the attorneys would try to buy time and say that they would not read the forms or my handwriting (even if I would type it out they would say I needed to handwrite it, etc.) There always seemed to be an obstacle to time me out. They wound up reversing my payments and dropping me as a client due to missing deadlines, they took it out on me again and cancelled my membership. I wound up losing my possessions and had some serious issues. The whole thing was a nightmare. I really needed help. I spent hours trying to get help. It is sad because I was finally able to get some letters written and then they punished me and dropped me. I feel that this was very retaliatory and unfair towards me. I would not have been so behind if they would have kept up with the calls to begin with. I was told that they only have one letter writer for the whole firm which is why they were so backed up. I was very patient with them and told them I was under deadlines. I lost my house before. I have lost so much already. They would not give a reason for dropping me like the other people, just that I would be getting a letter in the mail. I have heard of other people having the same experiences. I still had opened files and letters that needed to be written. I wanted to work it out. due to the fact that they did not always deliver in the time frames on their side.
Business Response
Date: 07/12/2023
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. *****
enrolled in the membership on March 30, 2023, and the membership was cancelled on July 6, 2023. This BBB
complaint is the only one we have record of from Ms. *****. Ms. ***** opened and received assistance on 14
intakes while her membership was active. Ms. *****’ membership contract states in General Provision K that,
“The Company may cancel this Contract if the Provider Law Firm determines that access to and necessary
interaction with the Member is severely limited. The Company may cancel this Contract if the Provider Law
Firm determines that the Member is unable, unwilling, or incapable of accepting or understanding legal advice
and Services. The Company will provide a 30-day written notice to the Member of any such cancellation.”
PPLSI exercised its option to cancel the membership and Ms. ***** was given a 30-day notice and the last
payment received was refunded back to her.
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: 07/13/2023

Complaint: ********

I am rejecting this response because: I resent the insinuation that I was "unwilling or unable to understand or accept" what the attorneys were telling me. The bottom line is that the attorneys were missing the advertised deadlines.
I wound up getting my storage units auctioned off after the letters caused me more problems since I mentioned the word attorney, I was not allowed to work with the storage facility at all and they took all of my items and then Legal Shield dumped me.
I started to call in certain legal issues I had in the beginning of the Spring and some of the letters did not get written until two to three months later after repeated calls to get this done. I have an understanding of the law as I have been through paralegal training and law school myself. I find it hard to believe that I cannot comprehend what the attorneys were telling me. In fact, one of the attorneys was basically re-iterating what I was writing in his letters. I was told that they only had one letter writer for the entire firm.
I feel that the office manager and certain attorneys did not like me as I was calling in to get the letters written and they wanted me out so I have been permanently banned form Legal Shield without any warning and without the attorneys finishing the work that they promised that they would do for me and the letters that they would write for me.

Sincerely,

*******************
Business Response
Date: 07/17/2023
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
PPLSI has a process for members to report issues experienced in receiving the benefits of the membership.
PPLSI has no records indicating Ms. ***** was not satisfied with the Provider Law Firm. There is no
guaranteed outcome when receiving the services, any issues Ms. ***** experienced after a letter was written on
her behalf, she would have been able to receive consultation on to understand what her options were. Services
are not provided based on whether or not a member is liked more or less by anyone at any Provider Law Firm,
all members receive the benefits their membership provides. At this time, the Company Option to cancel the
membership stands.
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: 07/17/2023

Complaint: ********

I am rejecting this response because: I find this response to be rather absurd. I feel that the Legal Shield attorney is talking down to me which seems to be the theme rather than taking responsibility for anything on their end. When they would send me the reviews, it would be too late, and I would be locked out from doing the review. Furthermore, I feel that I just would have faced retaliation either way. Legal Shield is a big business, they are going to get rid of client before they get rid of a law firm. They used to advertise that if they had 3 or more complaints against a law firm then they would switch firms, this never happened. I am not the only person who had had issues with being hung up on, having to make repeated calls, having my files get delayed, etc. I also feel that there is a situation with a bit of a "bait and switch" where they want you to hire them for the services that would be covered by Legal Shield. I am still upset that she accused me of having 14 files, this was not true, they probably reopened the files that they closed out to make it look like they were trying to meet the deadlines that were being missed. I am asking that Legal Shield and their attorneys "Cease and Desist" with any further disparaging and derogatory comments against me and my character and intellect, etc. I find this to be very condescending and defamatory and discriminatory in nature and quite frankly uncalled for. Thank you. *******************;

Sincerely,

*******************
Initial Complaint
Date:07/05/2023
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.
My husband contacted legal shield to get a ticket resolved in ****. We were referred to *********************** law firm in colum, SC. He was told that they are going to get it straightened out. ****** went buy my husband called for an update and they said they have it taken care of. A few more months later my husband was told my an officer that he was never represented in court in the ************* and now he has to pay the full amount. We are paying monthly for legal shield and they are just taking our money and not providing the service. If this is not situated in court I want legal shield to refund me the money they payment and also pay the court fee that he would have to pay since the service was not provided.
Business Response
Date: 07/11/2023
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. Mr. and Mrs.
****’s Provider Law Firm is in South Carolina. This is the law firm any person covered by the membership
would contact for assistance on a covered legal matter. Due to the legal matter being in Ohio, the Provider Law
Firm would need enough notice to provide a referral for this matter. The Provider Law Firm was not contacted
until after the original court date. They advised Mr. **** to get the court date continued and call back for a
referral. The firm attempted to contact Mr. **** to discuss the referral as they need adequate time to make the
referral but were unable to reach him until the Thursday before the Tuesday court date at which time he asked
the Provider Lawyer to call him back the next day. When the Provider Lawyer called the next day, Mr. ****
couldn’t speak with them at that time and called back later at which time he was advised to have his court date
continued again and call back with the new date for a referral, Mrs. **** called later that day and was advised of
the same thing. The Provider Law Firm has not heard from the member since that last consultation.
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: 07/12/2023

Complaint: ********

I am rejecting this response because:
I am aware that he had to get a continuum due to the court date being close. He had to reach out to the court 3 different occasions to get the continuum because the law firm did not do what they were suppose to do, which was getting him referred to a lawyer from ****. This is not the first time I have had issues with the law firm regarding communication and getting back on time. When I husband called back, he was told that there was nothing to worry about and they would get it taken care of. ***** was spent monthly and there was no appropriate services provided. If you to ****** and look at the reviews of that law firm it will show you thr communication problems multiple customers have had. I will never recommend any friends or families to do business. I was told I would recieve a called from the supervisor 2 weeks ago and yet to hear from legal shield regarding that. So makes sense to me now why legal shield is contracted with a law firm that does not communicate properly. Poor business on both ends!

Sincerely,

Stephy ****
Business Response
Date: 07/17/2023
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
When a referral needs to be made, the Provider Law Firm gives that referral to the member. The Provider Law
Firm would not be able to take care of the legal matter without the member being involved, especially when a
referral is being made. The Provider Law Firm needs to know the court date and appropriate notice in order to
locate a referral for a matter.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
Anna ****
Staff Attorney
Pre-Paid Legal Services, Inc
Customer Answer
Date: 07/17/2023

Complaint: ********

I am rejecting this response because:
Court date was given and this was informed to the law firm. We had to recently pay the ticket fee because they would not give us another court date. The reason as to why I never recieved a call from the supervisor, as mentioned in pervious response, was not address either. I will inform my referrals I have sent in the past to legal shield the problems I have had with the business and will no longer send referrals.

Sincerely,

Stephy ****
Initial Complaint
Date:06/30/2023
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.
Ive used legal shield since November 2022. Since that time Ive used them 7-8 times, 4 being needed for -auto accident -bank employee who fraudulently stole my information -malpractice suit for patient abandonment -help with an issue regarding illegal surveillance by my local law enforcement I never once received any resolution and was in fact mislead in more than one occasion. I practically did all the foot work only to find that each time I was referred to an outside attorney due to conflicts of interest finally I got tired of it and filed a law request against the provider law firm and ppsl them self. (The provider firm being ***************************** short I basically told them I thought it was very suspicious for them to obtain so much information and detail and when it came time to moving forward I was told their were conflicts of interest and I was being referred to an outside attorneyI told them how shady that wasI felt that 4 conflicts of interest could at least award me one of them siding with me at least once, but no. I wont go into the cookie cutter excuses becasue theyll likely respond with subjective remarks My hunch was correct after I received a letter stating they cancelled my membership due to circumstances and information they have Which loosely translates to: we leveraged your membership to collect information on you in order to fulfill the needs of a much bigger client It would explain why nobody was willing to review actual evidence that I provided like the surveillance footage. For example I obtained a recording from a nearby business after a law enforcement officer ran into me while conducting surveillance against me
Business Response
Date: 07/05/2023
Response is in attached document.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. The Provider Law Firm cannot ethically represent anyone who has a conflict of interest with someone they have previously represented. In the case of a conflict, a member is referred to an attorney outside of the Provider Law Firm to continue to receive their membership benefits. The membership contract states in General Provision J that, *********** may cancel this Contract for misrepresentation or fraud. *********** may cancel this Contract if the Provider Law Firm determines that access to and necessary interaction with the Member is severely limited. *********** may cancel this Contract if the Provider Law Firm determines that the Member is unable, unwilling,or incapable of accepting or understanding legal advice and Services. *********** will provide written notice to the Member of any such cancellation. ****************** was provided notice of the cancellation in accordance with the contract requirements
Customer Answer
Date: 07/07/2023
Complaint: ********

I dont accept their response because theirs not any basis to vague statements such as unwilling, or unable to accept. I never received any sound legal adviceor received a justifiable legal service.

I didnt speak to any attorney. The last and final case was a notification that legal shield was unable to find an attorney,if I did I should have them join legal shields member services and it would allow me to enjoy my never been used retainer discount.
The law firm representing legal shield provided me with a letter stating in our professional opinion, we can no longer represent you. (My god, was the person behind this letter actively suffering from a stroke?) youre right,I am unable to understand such articulations.

The only thing I didnt accept is their sad refund of $4.99.

Last, I know better than to lie to 3 kinds of people, My ******* ******* and Employer. So please dont imply that I fraudulently misrepresented myself, who even lies about stuff like that. (what a bunch of saddened A-Holes) The Audacity
SINCERELY
***********************
Business Response
Date: 07/12/2023
Dear Ms. ********:

This letter is in response to the above referenced individuals’ complaint.
Mr. ********* membership was paid to June 26, 2023. The membership cancelled on June 23, 2023. Mr.
Emanuel was entitled to a pro-rated refund for the remaining days the payment covered. PPLSI provided that
refund.
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: 07/16/2023

Complaint: ********

I am rejecting this response because: the response I received avoided all my questions from the previous response. Having a full breakdown of my paid services to show why I recieved **** as refund doesnt provide anyone including future consumers as to why you guys waited so long to refer me and why my membership was cancelled after I made the accusation that information was being collected on behalf of another client and building a case and at the same time sabotaging my case. All while paying out of my own pocket for this to happen

Sincerely,

***********************

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