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

  
• 

  LegalShield

  8800 Thunderbird Dr Pensacola, FL 32514-5661

• 

  LegalShield

  3960 NW 189th Ter Miami Gardens, FL 33055-2748

• 

  LegalShield

  14224 Wellesley Dr Tampa, FL 33624-2587

• 

  LegalShield

  27083 Matheson Ave Apt 103 Bonita Springs, FL 34135-5887

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:03/03/2023

  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.

  Legal Shield has been really bad lately. They just hung up on me twice regarding a referral who has never returned my call, and I have a hearing date coming up. They also promise protections they don't provide.

  

  Business Response

  Date: 03/10/2023

  Response is in attached document.

• Initial Complaint

  Date:03/03/2023

  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 have been with Legal Shield pre paid legal service since 2013. I returned on December 1, 2022. Why did Legal Shield established a member contract and excepted payments for non qualifying members for both dates of December 1, 2022 and added an non qualifying member on February 22, 2023? Legal Shield Legal Plan's contract states all covered Persons may received the legal service from a group of licensed attorneys selected by Legal Shield.I have had legal counsel form *** law firm prior to Legal Shield prior to the add on of the member ****************. The non qualifying members remains on the contract. My membership was established against Legal Shield contract.

  

  Business Response

  Date: 03/08/2023

  Response is in attached document.

  Customer Answer

  Date: 03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: My returning membership date Legal Shield enrollment department authenticated my members who was on my membership prior to returning and accepted payments in 2022. My first legal consultation with *************** at *** law, for my legal issues, she informed me the individual was not on my membership to discussed legal matters our conversation was brief. I contacted Legal Shield. I was asked to provide them with the member's name and date of birth. ****** was added on my member plan. I scheduled  an appointment with *** law for legal counsel for **************** the member who was added the day before. The attorney allowed me to address my legal issues and she said the member do not fit the category for my membership. I asked why did she allow me to share my legal matters and later tell me this? 

  She said I needed to contact Legal Shield. I did. Legal Shield informed me that the age requirement was increased from 21 to age 26. When I returned in December 2020, I had a total of four members on my plan myself included. Two of the non qualifying members was removed two weeks ago. One of the members who was disabled and I was told he could remain on my plan leaving me with three members. ****** was removed after I contacted BBB. Legal Shield staff brought forward their policy to BBB for qualifying members but allowed the same non qualifying members to  be added after the fact and allowed me to have legal counsel on their behalf with ******************! Is that Right?
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/13/2023

  Response is in attached document.

  Customer Answer

  Date: 03/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: The response Legal shield provided is untrue. I did in fact have legal counsel with *** law firm about a dependent who was never on my account to begin with but later added on his last name was ****** who is in *** County jail when he was added on. His legal issues was the reason I had legal counsel. After that session I called Legal Shield who later removed him from my account. Their representative reviewed my account for the remainder two members was over age limit and removed one last name ******. They lefted the other member after they read off the qualifying category for the member to remain that is how I agreed. My account was altered after the fact the member they added never qualified to begin with. and I was allowed to have in coming   appointment at 9am that day for legal counsel. Legal Shied representative authenticate members information including date of birth. They already knew the year **** was the *** of the member they added to my account and allowed me to have that appointment with *** law. the attorney from the firm called me. So why did they added the member on?

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

• Initial Complaint

  Date:03/02/2023

  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.

  I signed up with an agent by the name of *************************-Independent Associate, I believe it was in the later 2008 or early 2009. Well, I tried to call LEGAL SHIELD several times & got nowhere. Now, I'm in a senior complex & was advised by daughter to stop paying for a lawyer that I really don't need. So, I decided to email them on 17 February 2023 & as of today 2 March 2023, I haven't heard by email or phone from LEGAL SHIELD. I know longer want their service. I hp[e BBB can help to stop them from taking $26.95 (automatic payment) out of my bank account, the date of payment is 17 of each month.

  

  Business Response

  Date: 03/08/2023

  Response is in attached document.

  Customer Answer

  Date: 03/08/2023

   
  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.

  
  

  I received their checks yesterday 7MAR23.  I sent emails on 1/31/23 @124:47p NO response & 3/2/23 @ 1:45p & I called on 2/15/23 @ 4:30p. I got no responses.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/08/2023

   
  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.

  
  

  I received their checks yesterday 7MAR23.  I sent emails on 1/31/23 @124:47p NO response & 3/2/23 @ 1:45p & I called on 2/15/23 @ 4:30p. I got no responses.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/01/2023

  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.

  Dear BBB and Legalshield,I have been a loyal customer with ********************** for ** years. Unfortunately, I have had very bad experience recently.1. The month price was increased frequently from my original price of $17 without even a notice to me. It is not acceptable! 2. Regarding the service they provided, I requested a call back of my reported case and I haven't received a call for over a week.So I request a bill refund of $81.46 and keep my original $17 price.

  

  Business Response

  Date: 03/06/2023

  Response is in attached document.

• Initial Complaint

  Date:02/28/2023

  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 feel Legalshield has scammed me, by depriving me of the services I paid for and then by preventing me from canceling. They wouldn't even allow me to change my debit card info.My account number is: *********** My name is: ************************* My Email is: *********************** ************* I have felt the need for legal advice. Yet when I tried to use Legalshield services, I got connected to a law firm in ***** that appeared to have zero knowledge of the law and proved that theory in the last phone call by telling me that verbal contracts sent in emails are not enforceable. Then hung up on me after I asked for a supervisor.The time before that I was told I'd get legal stuff sent to me but it never showed and I had to find it myself after seeing the request had already been closed without it being sent to **** logged on to Legalshield to cancel and was surprised that there was no where on the website to do it. I was further surprised to see the location on the website to edit debit card info also would not let me change the debit card info so I could prevent charges to my bank where my money is. Lastly, I was completely shocked that after calling customer service and explaining my desire to cancel, the retention guy I talked to told me he was transferring me to the **** to do that and I could ask for a refund there as well, only to hear it was an auto message not a human and it was telling me it had to be written notice. I logged onto the website and provided written notice to the chat support and was told it was not good enough either.No legit company makes it that difficult to cancel your membership.Resolution: Cancel, Refund and Apologize.

  

  Business Response

  Date: 03/06/2023

  Response is in attached document.

• Initial Complaint

  Date:02/27/2023

  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 was a Legalshield member for several months, paying $29.95 each time. I wanted to use them to write my will. I put in a request on the app to do a will. They sent me a form to fillout and return, which I did. Then I waited. And waited. And waited. Allt he while being billed $29.95 per month. They never came back to me with a will. Or returned any of my messages about the will. I canceled the service and requested a refund. I never heard back. Finally after a few months I called in. I was given the complete runaround by an agent namex *********************** First I was told that I had to email in for a refund. When I explained that I did, I was put on a very long hold. Then I was told that all they could give me was 1 month of refund which they would mail to me in a check. First they had my wrong address. Then they told me it would take ***** days. Then they said, well ***** days after ***** hours because they had to "process it". Then they told me it was actually 15 "business days" because, and I'm not joking "the **** does not function on weekend" (last I checked **** does in fact deliver mail on Saturdays and always has). After that, ********************** told me that I was already sent my will (not true). When I asked why she said that, she read off a non-sensical "notation" that read "customer's request for refund, cancelation, and will was received." How does that mean I actually got my Will? All in all, left feeling like it was a scam and that they hire agents purely to bill and deflect customer complaints.

  

  Business Response

  Date: 03/03/2023

  Response is in attached file.

  Customer Answer

  Date: 03/06/2023

   This response is irrelevant. My request was for a will. I completed the worksheet form of and submitted it via email to Legalshield and *****************************. I followed up several times over email and never received a response. 

  
  

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

  

  Business Response

  Date: 03/10/2023

  Response is in attached document.

  Customer Answer

  Date: 03/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have evidence that I did submit the completed form. I am attaching that evidence here.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/15/2023

  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.

  Enrolled in LegalShield May 1, 2021 so they could assist with future disputes with my Employer. I was told by their representatives that as long as my membership was not purchased thru my employer I would be able to get assistance. Today I called my assigned Attorney and was informed they could not assist due to my membership still is provided thru my employer. Contacted customer service, rep confirmed that member is NOT thru employer and send me to another agent. They confirmed I was provided WRONG information and they could NOT assist me even thought my membership was purchased directly from LegalsShield. I have never used the membership until today and have requested a full refund from May 1, 2021 thru current.

  

  Business Response

  Date: 02/23/2023

  Response is in attached document.

• Initial Complaint

  Date:02/15/2023

  Type:Billing 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 membership with this company starting in 2018. I paid for my membership with a **** debit card, secured by a child support payment account with the Attorney General and had no problem with Unauthorized Deductions. Last year a made a onetime annual payment of ****** dollars with my daughters debit card. I allowed my member to expire as I did once before. Unfortunately this time Legal Shield deducted another ****** membership fee from my Daughters Account. My daughter did not has a cash app card and that is reflected in their records. Legal Shield is not saying that I must have provided my daughters routing number to them. I do not have that routing number. They started that my daughter must have authorized the deductions, but they were unable to provide my daughters name or the name on the account. I called and contacted Legal Shield several times and complied with everything I was told. I was advised on yesterday that a refund was issued on 02/07/2028 by check and was sent to a P.O. Box I dont have access to nor was I able to get my mail. I was told that the check was mailed to the was mailed to the wrong address because it had not been updated in the system. I called again today and was told that the correct address was put into the system today, but that I would have to wait to see if the check will be returned, but a check can be mailed to the correct address. I was advised that if the check is Not returned I will need to wait an additional 60 days before a new check is processed and mailed out. I would need to waited in total 90 days to get the money back on an unauthorized deduction from my daughters account. This is not right

  

  Business Response

  Date: 02/21/2023

  Response is in attached file.

• Initial Complaint

  Date:02/08/2023

  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 reached out to legal shield in September 2022. About a traffic ticket that was given in my name. That did not belong to me. They assign a lawyer to take care of this traffic ticket. I spoke to the lawyer. They told me they would request a court date. And inform me when that court c date is as I would have to show up. The court date came around. No one informed me of the date for me to show up to court. ****** goes to court gets me a fine and I'm stuck here with no help and explanation of why I didn't have a chance to show up to court. I have contacted them. Very unprofessional and dealing. They call from an Internet phone line. Everything is very mumbled and static. I need them to take care of this mess. Or I need to find out how to file a claim with the board against them.

  

  Business Response

  Date: 02/14/2023

  Response is in attached document.

  Customer Answer

  Date: 02/14/2023

    The attorney has not reached out to me he has not give me information about the new hearing. I would love for them to reach out to me and keep me updated. 
  
  

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

  

  Business Response

  Date: 02/21/2023

  Response is in attached document.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: ********
  This is one of the problems with Legal Shield. They try to separate itself from their lawyers. I am letting you know that I have reached out to the lawyers. I have called them and asked them to call me back. The lawyers office has not called me back. They do not keep me updated. The moment they reach out to me and or email me and let me know what's going on give me updated that will make things better. Give me a response of separation from one business to the other does not make this matter better. My monthly payment are made to  legal shield. I would expect that they would step in and make sure that their lawyers are taking care of the clients.
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/07/2023

  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 became a member of legal shield. I had an issue which pertained to a contractor wherein the contractor was located in Virginia and I was located in Washington DC where both the work and contract was signed. Among other things ,I was directed to an attorney in Maryland tgen DC then back to Virginia and it kept going round and round. The attorneys that I spoke to seem completely unconversant with the law with respect to contractors having to be licensed. This was one of several terrible situations and the next thing I knew , after I complained ,they terminated my matter which left me without representation and in the middle of an issue. This organization need to be held accountable to some sort of professional standard.
  

  

  Business Response

  Date: 02/14/2023

  Response is in attached document.