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

  
• 

  Legal Shield

  1307 Little Creek Cir Pensacola, FL 32506-8263

• 

  PrePaid Legal Services Inc / Central Florida Locations

  8238 Bucksaw Drive Orlando, FL 32817

• 

  LegalShield

  1680 NW 10th Ave Homestead, FL 33030-2950

• 

  LegalShield

  1680 NW 10th Ave Homestead, FL 33030-2950

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:06/28/2023

  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.

  I called LS member services on ****.23 to cancel my membership. I was last charged for services in the amount of ***** on that same date before I called to cancel. I was told that I would receive a refund for the amount paid as I am canceling at the topof the billing cycle. I was instructed to send an email to LS support. I did this and asked that my membership be canceled effective immediately. I promptly received an email telling me that theyre working on my request. I received nothing after that. I called today and spoke with ***** who told me that the membership was canceled in April and for refunds, I needed to contact the support team. I informed him that I'd gotten nothing from them after their response on ****, but that I would email them again. I emailed them again today (June 28th) and I got the same generic response. I just learned today through chatting with ***** (see chat log) that my membership was canceled 15 days later. I asked will my cancelation be retroactive to **** and do you see any refunds in process. She said she sees no refunds in process and that I would need to reach out to the support team to ask about the refund and the cancelation date. Literally, i just want my *****.

  

  Business Response

  Date: 07/05/2023

  Response is in attached document.

  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. **************** membership was cancelled at the time her written request to cancel was received. A refund check has been issued and ************** should receive that in the next few days.Should you have any further questions regarding this matter, please feel free to contact our office.

• Initial Complaint

  Date:06/20/2023

  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.

  After I made a file with my provider law firm which may entitle me to the coverage of legal services at no additional cost, Legal Shield cancelled my membership. I paid the membership for many years and accrued free hours legal defense for lawsuits and IRS Audits. I request a refund for all the years I paid for this insurance.

  

  Business Response

  Date: 06/26/2023

  Response is in attached document.

  Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Mr. ******** membership contract states in General Provision Q that, *********** may cancel this Contract for fraud, for non-payment of membership fees or if the Provider Attorney determines, in his/her Professional Judgment, that the Member is unable, unwilling or incapable of accepting or understanding legal advice and services. ***************** was abusive to the staff at the Provider Law Firm and it was determined that he was unable or unwilling to accept legal advice and services from the Provider Law Firm. ****************** was given a pro-rated refund for the unused portion of the membership fees.Should you have any further questions regarding this matter, please feel free to contact our office.

  Customer Answer

  Date: 06/28/2023

  
  Complaint: ********
  
  I am rejecting this response because the file number **-***-***  with the provider firm was sent out for a referral at 25% discount.  I was not abusive. I asked the provider firm to reevaluate my coverage for Tax Attorney representation.  I worked with this law firm on many files over the course of 7 years and never made any abusive remarks.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/05/2023

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  PPLSI has not received any new information regarding this complaint. PPLSI’s decision in the previous
  response 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

• Initial Complaint

  Date:06/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have encountered an issue with LegalShield regarding their continuous charging of $24.95 for the past four years without my knowledge or consent, even after I had canceled my account. Recently, while checking my bank account, which is not something I do on a daily basis, I discovered the recurring monthly charge. Initially, I had a personal account with **********************, which I later upgraded to a business account based on the advice of a LegalShield representative. As per their recommendation, I canceled my personal account and started a business account instead. To provide evidence of my cancellation, I have attached a picture of the email I sent, as well as a response I received from ************************************* confirming the cancellation.Member #: *********** ******************************* Date June 8, 2019

  

  Business Response

  Date: 06/20/2023

  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. *** **********
  personal LegalShield membership was cancelled in June 2019 as requested. At that time, *** ******** signed
  up for a business LegalShield membership. A reinstatement for the personal membership was submitted in
  September 2021, the call that took place when the reinstatement was submitted was reviewed by management
  and it appears that the representative misunderstood *** ********** request and submitted a reinstatement for
  the personal plan rather than updating the payment on the business membership. A refund of $548.90 has been
  issued back to *** ******** for the payments that were drafted on the personal LegalShield membership from
  September 2021 to present.
  Should you have any further questions regarding this matter, please feel free to contact our office.

  Customer Answer

  Date: 06/21/2023

  
  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:06/15/2023

  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.

  Paid for first month membership. Never received any type of response on two occasions from attorney and unsatisfied with service to I called to cancel and request my money back for the month seeing how I didnt get the service as promised. I was informed I would and instructed to email requesting this. I did and legalshield is saying I am not entitled to refund. I emailed again Re explaining everything and have not received a response.

  

  Business Response

  Date: 06/20/2023

  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. Mrs. Gallant
  opened an intake for her spouse. Due to attorney-client privilege, the Provider Lawyer was not able to speak
  with Mrs. Gallant about her spouse’s legal matter. Consultation was provided and twelve documents were
  reviewed, the Provider Lawyer advised that the matter would be referred out and would fall under the 25%
  discount benefit. After the intake was initially submitted, the Provider Law Firm had issues contacting the
  member and sent text messages, about the attempted contact, on May 26, the member called and gave another
  phone number to be reached at and waived the attorney-client privilege to allow Mrs. Gallant to speak with the
  law firm about the matter. A written request to cancel was received on June 7, 2023. The membership was paid
  to June 6, 2023, since it was not paid forward, no 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

• Initial Complaint

  Date:06/09/2023

  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.

  Joined Legalshield January 2023 as a family plan. Requested services in May and was never called during the scheduled window. Made another request and was not called. Made a complaint and was told to schedule again. Was called and told my son's disability did not qualify for the disability exemption for him to be on plan, signed him up for plan and got a power of attorney made so I could speak on his behalf. Called made another appointment, no one called. Made another complaint, someone called back after sending them power of attorney. The person who called claimed to be an attorney, but did not know the difference between an adminstrator and an excutor. Told me that court could not appoint a trustee, but then I told her I had an attorney before who stated they could. She stated that she would send me an email to refer me to trustee and for me to send my legal documents first. As of this writing have not recieved email and cancelled both our subscriptons and I want to be reimbursed for all the money I paid for this fraudlent company.

  

  Business Response

  Date: 06/15/2023

  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 spoke to Ms. ******* on multiple occasions. With the initial requests for service, the Provider Law
  Firm was waiting on further information from Ms. ******* to complete a conflict check. Ms. ******* received
  consultation on the most recent matter and it was in the process of being referred when she requested to cancel
  the membership. The Provider Law Firm has three business days to make a referral for a member. The last
  charge on Ms. *******’s son’s membership has been refunded and she will receive a one month refund on her
  membership as well.
  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: 06/15/2023

   Complaint: ********

  
  

  I am rejecting this response because: I want a full refund of all the monies paid to the Legal Shield Company made by myself. 

  I am rejecting this response
  because: I want a full refund of all the monies paid to the Legal Shield
  Company made by myself.  I spoke to an
  attorney on one occasion, the day before I cancelled, after it was obvious the
  Attorney I spoke too, did not know the legal functions of an administrator from
  an executor and claimed she would provide me information for a trustee, but
  only after I submitted additional information via email, yet she never provided
  an email to send information nor did she provide a trustee, which I found out
  today by the attorney I hired is not how a trustee is administered.
  The other communication the company
  claims to have made with me, consisted of me making telephone calls back and
  forth trying to get service as promised in the contract, or asking why I did
  not receive a telephone call back within the 4 hour time frames that they
  indicated someone would call, but instead instructed me to reschedule and then
  write on the site the consultation was cancelled .  (see screenshots).
  I hired a lawyer from another
  referral source and was informed the information that was given to me by the
  "attorney" from legal shield was confirmed to be inaccurate and/or
  false. Again if the contract indicates that I can have consultation from an
  attorney and they scheduled me for a telephone call within a specific 4 hour
  window and then they do not call, it becomes inconvenient, as I am a substitute
  teacher and have to make myself available, but when this is has happened each
  and every request for a consultation, 
  that is a breach of their contract to provide services and it is a
  "THEM" problem and doesn't align with the services they claimed to
  provide, with further insult of lying about how they went about in contacting
  me when they did not.
  Again, I only had one contact with
  an attorney, that I question was an attorney, and with the false and incorrect
  information, she provided cancelled the following day.  I never even received an email to submit
  documents, she held as collateral, so she would provide me with a referral to a
  trustee, which is incorrect as well.
  I demand a full refund for not
  providing the services that was allotted to me, and the service that was
  provided on the one occasion was incorrect and false. Not only should I get a
  full refund, I should ask for damages for wasting my time waiting on telephone
  calls and when I finally received the one call from an attorney, the
  information was false and incorrect and this false and incorrect information
  could have jeopardized the legal matter I was seeking assistance with the begin
  with.
  I remain,
  Carolyn *******
  

  

  Business Response

  Date: 06/20/2023

  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  Each of the intakes Ms. ******* opened have been closed due to her request to cancel. She was receiving
  assistance from the Provider Law Firm on the open intakes when she requested to cancel, closing all intakes. No
  further refund than what has already been issued 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: 06/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: Their defense is false and untrue. I have escalated the matter to the *** in ******** and filed a formal complaint with *** in ********, who additionally forwarded it to the Bar that handles misconduct and complaints against Attorneys and law firms, if the person who claimed to be an attorney representing false legalities was even an attorney, they need to be held accountable for their misrepresentation. 

  This business really needs to be shut down.  They are a waste of people's valuable time, and I am thankful that I was able to see through their deception before being in a situation where representation counted on a scheduled 4 hour windows with no return call, to only have it happen each and every time you scheduled and when you finally do get a call you better have some background in law to know whether or not what they are saying is correct.

  Sincerely,
  *****************************

• Initial Complaint

  Date:06/06/2023

  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.

  I requested a cancellation of my membership on 5/13 via email, per LegalShields cancellation policy, and received a reply that they were working to complete my request. On June 5, I was charged $29.99 for a renewal. I sent an email 6/5 requesting a cancellation and a refund, and have not heard back.

  

  Business Response

  Date: 06/09/2023

  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. Bayliss
  forwarded her original request to PPLSI on June 5, 2023, the original email was sent May 13, 2023. Ms.
  Bayliss’ membership has been cancelled and a full refund has been issued 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.

• Initial Complaint

  Date:06/05/2023

  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.

  I paid for legal services from Legal Shield which were never given to me at all and in return have caused my life to spiral in a sequence of events that are leading to more legal problems and financial hardships in my life. I relied and depended on them to lead me and support me through me and my families legal problems how they claim they would under their family plan and left me hanging on a court date which is causing me and my family financial hardship and mental abuse due to the fact I may lose my case and lose my home along with my mind.

  

  Business Response

  Date: 06/09/2023

  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. General
  Provision S of the membership agreement states, “The failure by the Covered Person to timely send to the
  Provider Law Firm adequate facts, necessary documents, authorizations, or act per the instructions of Provider
  Law Firm shall make any obligation of the Provider Law Firm to provide the Services null and void.” Mr.
  Ledesma notified the law firm of his Tuesday court date the Friday before. This was not sufficient notice to
  allow the Provider Law Firm to prepare for the court date or make a referral on the 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:06/02/2023

  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.

  I became a member of Legal Shield via its Executive Director, *********************** ("*******"). I signed up for the family plan so that my family would be covered. I had a nursing home issue with my mother, ***************************. ******* told me that my mother would not be covered under my family plan. ******* said that I had to add another plan just for my mother. I told him that this seemed like a "bait and switch" because my family plan should cover my mother. However, ******* convinced me that I needed to add this service to cover my mother. I spent $45.00 per month for the last year for an unnecessary, expensive service. I requested cancellation of this service and Legal Shield has refused to cancel. ******* is demanding a ***** of ******** to cancel this service. However, he did not request a POA to sign my mother up for this service. ******* acts in his own economic self-interest and is only interested in signing up memberships. My mother NEVER signed up for this membership. ******* told ME to sign up for it on my mother's behalf. Legal Shield is a scam service because it does not provide the services requested. Legal Shield's model is to simply churn fees and then have your issue outsourced to a third party for thousands of dollars extra. Legal Shield can only perform the most basic service e.g., drafting a Will which is available via any software package (e.g., Rocket lawyer). It is a predatory practice that offers NO legal protection There are dozens of complaints about Legal Shield and its predatory practices. I fell prey to this predatory practice in an attempt to assist my Mom.I want a refund in the amount of $450 plus a complete termination of my mother's membership.

  

  Business Response

  Date: 06/06/2023

  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. Who is covered by a
  LegalShield plan is listed in the membership agreement. In this plan, it is
  listed in General Provision B where it states, “Covered Person Shall Include:
  1. The Member. 2. The Member’s spouse. 3. Never married dependent children of
  the Member, or Member’s spouse, under 26 years of age who are permanent
  residents of the Member’s household or full-time students. 5. Any dependent
  child, regardless of age, who is physically disabled or mentally incapacitated resulting in an inability to make legallybinding decisions, and is (i) unable to be employed; (ii) 51% or more financially dependent upon the
  Member or Member’s spouse; and (iii) lives at home with the Member or Member’s
  spouse. Documentation may be required by LegalShield or the Provider Law Firm
  before legal Services may be rendered. 6. A dependent is the natural
  or adopted child of the Member,
  or Member’s spouse, unless otherwise specified in this Contract.”
  
  Management has reviewed this
  complaint and the requested membership has been cancelled and a one-month
  refund of $***** has been issued. This complaint has been forwarded to the
  appropriate department to address how the associate handled this situation. An associate cannotcancel a member’smembership for them andthat should have been addressed when the initial request to cancel went
  to the associate.
  
  Should you have any further questions regarding this matter,please feel free to contactour office. Respectfully,
  **** **** Staff Attorney
  Pre-Paid Legal Services, Inc.

• Initial Complaint

  Date:05/31/2023

  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.

  On May 31, 2023 I call LegalShield to get the email to send documents to, but I get told by a Legal Shield representative that my membership was cancelled on May 26, 2023. Legal Shield didnt send me a email beforehand letting me know the reason why they were cancelling me:which, means this company knew they were in the wrong for cancelling my membership !!! Legal Shield is the same company where their attorney was supposed to represent my husband in traffic court, but no LegalShield attorney showed up to the traffic court to represent my husband, and my husband was very mad!!!!!!!!!!!!I have did nothing bad for this company to cancel me, but Legal Shield has some nerve after all the wrong they have done to me.Now Legal Shield is the one that has treated me bad and Legal Shield owes me for that!

  

  Business Response

  Date: 06/06/2023

  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. Williams’ membership agreement states in General Provision R that, “The Company may cancel this Contract for fraud, non-payment of membership fees, or if the Provider Attorney determines, in his or her Professional Judgment, that the Member is unable, unwilling, or incapable of accepting or understanding legal advice and services. The Company shall notify the Member in writing of any such cancellation.” On May 26, 2023, PPLSI exercised its option to cancel the membership agreement and sent a letter via mail to the address on Ms. Williams’ membership. She was also given a one month refund of $*****.
  Should you have any further questions regarding this matter, please feel free to contact our office.

• Initial Complaint

  Date:05/27/2023

  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 retained Pre-Paid Legal Services through my employer and have 20 plus years worth of legal services owed to me under contract. However the only law firm under contract for me to use represents my employer in other legal matters and refuses to provide me any services. Pre-Paid Legal refuses to provide me legal services with another law firm despite the conflict of interest and the repeated refusal the contracted law firm to provide services.

  

  Business Response

  Date: 06/01/2023

  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. Waldroup’s
  membership is through his employer so the membership agreement is unable to be used against the employer.
  The Amendment on the membership agreement states “The following items are excluded from coverage under
  the membership contract: (1) Any action, proceeding, or dispute related to the Named Member’s employment;
  provided, however, when specifically provided by a specialty plan, a member may be entitled to administrative
  hearings benefits in accordance with contract terms.” Because of this term, the membership cannot be used in a
  matter against the employer, even through a referral lawyer.
  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.