Complaints

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

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• 

  LegalShield

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

  
• 

  PrePaid Legal Services Inc / Central Florida Locations

  8238 Bucksaw Drive Orlando, FL 32817

• 

  Legal Shield

  1307 Little Creek Cir Pensacola, FL 32506-8263

• 

  LegalShield

  1680 NW 10th Ave Homestead, FL 33030-2950

• 

  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:11/15/2022

  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.

  A representative from Legal Shield found my resume on the Internet at CareerBuilder.com. I was enticed by the pay potential of this organization and became not only a member but also an associate member and paid ****** for both. I came to discover that the law firm that I was provided wasn't effective in solving or even reviewing my documents for my particular legal matter, and actually fired me when I tried to protest about it all. The ** Shield they provide is provided by a 3rd party vender, and the website function doesn't do much more than what financial institutions do to protect your financial information... the media portion for such websites as Facebook.com, didn't work for me, and microtrend, the 3rd party vender was scrutinizing every website, including the associate business membership I needed for Legal Shield and blocking my usage of it. I've been requesting a refund of my associate membership, which they have not provided.The "training" involves huge amounts of time viewing their training website pages, I spent several hours on this, and earned no money at all at that point, but they are a perquisite before any money can be made by selling their products, which are clearly not worth it.

  

  Business Response

  Date: 11/21/2022

  Response is in attached document.

  Customer Answer

  Date: 11/21/2022

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

  
  

  I had made a presumption that Legal Shield and **** Shield were reputable and honorable.  The law firm I was assigned actually terminated our relationship, unbeknownst to me, though I was requesting a response to requested documents from one of their attorneys about a very serious personal matter I had discussed with him, he hadn't reviewed any of those documents before contacting me, admittedly so.  His supervisor informed me that another attorney would be assigned in this regard.  I never heard from another attorney, and despite my inquiries, found out I had been terminated, and that supervisor told me over the phone that, "Legal Shield usually provides a refund."  I had to find that out after serval inquiries I made to both Legal Shield customer support, and after speaking to that supervisor.  That took a few weeks and extended past the 5 day refund  eligible to an associate of Legal Shield.

  Also, the **** Shield membership I was refunded involves a third part for their website security, "Microtrend."  That website security system is defective, I had to make more than one phone call to them in order to institute their service, and the website is defective in regard to monitoring social media, as it claims, however, in addition actually blocks the Legal Shield websites I needed to access for "Quick Start" trainings and consequent potential reimbursements.  I needed to disable Microtrend to try and attend Quick start training seminars.

  Legal Shield and **** Shield aren't in my experience memberships that I can ethically sell to potential customers.  *********************, never attempted to rectify my email address issues that were required by him on the Associate Legal Shield website, as I was emailed  directly by Legal Shield Customer Support, and didn't respond to any of my email inquiries or phone calls.  I had placed my trust in this organization, and was sadly disappointed.  So based on my personal experience, time and effort in the time devoted to website trainings and other necessary preliminary trainings before income could be achieved, it seems logical to me at least, that I would feel entitled to a refund of my associate membership.  I've made no money from this organization.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/28/2022

  Response is in attached document.

• Initial Complaint

  Date:11/10/2022

  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 have been a Legal Shield for over 15+ years paying a monthly fee. Recent events surfaced attorneys that 1. did not call me back for five days till I finally had to call (so much for patience shown).2a. Then attorney is upset he got reprimanded and when queried why no call stated, You dont tell me what to do.2b. Same attorney cursed at me personally and hung up. Zero recourse as in attorney being reprimanded. I get to work with another attorney that is now virused by my previous interaction. He was as worse interactively. 3. Supervising attorneys back/apparently condone the abhorrent behavior and that am threatened with expulsion from membership all for speaking up! 4. Attorney on another scenario would hang up on me as I was in the middle of an explanation.5. Same attorney never called back after receiving documents. When supervising attorney heard this he was to have known attorney call me in the next morning as I am now in a dire time situation after waiting/wasting days for the attorney to call me! After three calls the next morning by me to reach the MIA ********* I had the supervising attorney call me. He asked if the attorney had called and I said no why do you think I had to call three times? The supervising attorney said the attorney told me that he spoke to you at 8:30 AM. That attorney blatantly LIED and still works there! Why am I paying for such dis-service????6. And a recent attorney was upset that I knew more than him and got upset and stated, I see you need another attorney! and hung up on me!! The attorney knew nothing of addendums for rental homes and what landlords, me, should be defended by. Rude par excellence and I got zero assistance in the end. I will NEVER understand how blatant unprofessionalism goes rewarded and the customer is NOT defended! Yes, ***************************** and Legal Shield will state that I raised my voice and may have even cursed in the neutral once (You wasted a *** week for me! Do you care?)

  

  Business Response

  Date: 11/15/2022

  Response is in attached document.

  Customer Answer

  Date: 11/21/2022

  Comment added by BBB staff member PNN.. All of this consumers response should NOT be published. Consumer has requested his responses to not be published...

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

  PPLSI, 

  
  You are so unprofessional not address the true issue at hand. A client legitimately and justifiably brings to the attention of the corporation and the law firms supervising attorneys that their subordinates that had interacted with me had done all of the following: 

  1. PS attorneys cursing the client out on several occasions. Poor form and unprofessional. 

  2. PS attorney hangs up on the client mid-sentence twice in a calm conversation.  Poor form, Unprofessional. 

  3. The same PS attorney as in #2, blatantly lied to his supervisor that we had spoken. Who does that? PS attorneys do apparently. I never got a review of a NEW problem with my tenant and its associated letter I was to mail timely due to the ubiquitous 21 day issue and thus the much needed FINAL review the supervising attorney APPROVED... and the attorney lied saying we talked at 830am and we NEVER did.  There is a reason three documented calls by me trying to reach ***** that critical morning were made from 9am to 11am. Poor form. Unprofessional. 

  4. PS attorney hangs up on the client because the attorney dismissed me and the call because he could not intelligently answer simple questions on residential rental addendums, especially lead based paint. He was going on and on about something that was enacted in the 60s or so and my house in question was built in the ****s. When I tried to politely press him for more of an intelligent response to his lackluster input on one count of 10; the other nine were never gotten to! Then, no other attorney contacted me after the attorneys parting words were to dismiss the call, I see that you desire another attorney. His way of - getting out of jail at the home office. Poor form. Unprofessional. 

  5. A PS attorney that did not call back in a reasonable amount of time after telling him that I was in a zoom meeting and to please call back in an hour or so, please. Attorney still did not call back after four days. Then calls me not wanting to discuss why four days was logical to him. Uh? Why not? I am the one out four days of effectivity! I was the one that had to call to remind him about me. I had to call his supervisor to get action. He took it unprofessionally personally and thus cursed at me and hung up never to be able to continue with him vs - me getting an apology! Uh? Poor form. Unprofessional. 

  (Funny, this same attorney was not to interact with me again per a supervising attorney yet called me on the changed landlord/tenant issue directed by supervising attorney(s); all after I had to finally mail the letter in question to the tenant WITHOUT legal consultation.)

  
  If the calls were recorded, this would be a very different scenario/outcome. I would easily be vindicated and be getting full satisfaction as a paying customer vs this bullying tactic of a vague benefits excuse AND the attorneys would never act so rudely and unprofessionally in the first place nor be free from any internal punishment. Who gets severed from a professional relationship because the client is trying to understand how multiple consultations happened but when the make-up of the very landlord/tenant scenario changed and needed additional input on this new change - is logically grounds for severing the relationship that client religiously paid for for 15 plus years?? Who? PPLSI will. Customer service, either it is ingrained in you or it is not. If it is not and it shows as such; get out of the business. That and without us there is no you. Several attorneys truly need to be punished for what they have done and subsequently have caused both entities in time and wasted effort.

  
  Add to the aforementioned that calling corporate with factual, true tales of misconduct and unprofessionalism of the PS law firms attorneys fell on non-reactive, deaf ears. I had to call back for updates after a long time of patiently waiting for a positive outcome. The incestuous covering up for one another is appalling and seemingly downright unethical. IF, if, if one tenth of what I apprised all was true - it should be enough that I am not to have been - severed from the relationship and attorneys would be severely punished. Why doesnt PPLSI and the PS law firm take responsibility for unprofessional conduct more seriously? We all ask the same question. 

  
  The BENEFITS thing is a red *******! I asked for a clarification of exhausting of benefits for the ONE case and never got a satisfactory answer (one lady said, I have already discussed it and will not further address it. when I had a simple follow-up question regarding it but a letter of LS dismissal! Uh? It does not give merit or warrant a membership dismissal. 

  
  Tell me. None of the aforementioned items listed gets your legal, ethical, customer service and professional attention? I have been a paying member for 15+ years. Lets address this for what it is! Retaliation for standing up to unprofessional and lackluster service. 

  
  Thank you! Paul 

  
  
  PPLSI response 11.17.22: Upon receipt of this Better Business Bureau complaint we have reviewed the membership file. ******************** has reported to PPLSI that the Provider Lawyer he was working with was unprofessional and the Member ********************** has investigated his claims. It was determined that ******************** did receive multiple consultations and document reviews on his legal matter to the point that the benefit was exhausted and he was offered a Referral Attorney under the benefit of the 25% discount, which he refused. ******************** was not happy with the determination of the benefit being exhausted and the determination was reviewed a second time and upheld. The Provider Law Firm did everything they were able to for ******************** prior to his membership cancelling.

  
  Sent from my iPad
  
  ************** cell

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

  

  Business Response

  Date: 11/28/2022

  Response is in attached document.

  

  Business Response

  Date: 12/15/2022

  Response is in attached file.

• Initial Complaint

  Date:10/30/2022

  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.

  Signed up for monthly monitoring and downloaded the app. From the 1st day had problems with the app and when I tried to log into the website was told that my password was incorrect, even though I know it was. I have tried to reset my password but an email is never sent for me to do that. I called their customer service and was told I needed to send a written email to cancel my account. I have done that twice and gotten an automated response but still no cancel. Cancel my account immediately!!

  

  Business Response

  Date: 11/04/2022

  Response is in attached document.

  Customer Answer

  Date: 11/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am still receiving email that my account is active. I have attached the 2 emails I received stating I have an alert on my account and asking me to sign into my account. I do not believe this account has been cancelled.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/10/2022

  Response is in attached document.

• Initial Complaint

  Date:10/26/2022

  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.

  Horrendous handling of my legal complaint. It's been over two months and despite doing literally everything ***************************** has asked they have not sent my GAL Letter. Literally they cause as much paperwork as possible, resend this, resend that. Also they do not seem to have a good grasp on the law. However, Legal Shield is who contracts ***************************** to work with them and I have complained to Legal Shield directly and they just route you right back to ***************************** who is the problem in the first place. I asked today and ****** REFUSED to transfer me to her supervisor when it was apparent she can't even read an email and just sent blanket responses back that "*****************************" can't reach me. WHAT PART OF THEY ARE THE PROBLEM IS IT THAT YOU DON'T UNDERSTAND ******??? You want the company creating problem to solve the problem that we already tried letting them solve and they didn't. I want a 100% refund of what I have paid Legal Shield to date. This is FALSE ADVERTISING AND CRIMINAL BEHAVIOR. A WAST OF TIME AND MONEY> DO NOT BUY.

  

  Business Response

  Date: 11/01/2022

  Response is in attached document.

• Initial Complaint

  Date:10/18/2022

  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.

  We needed assistance with a specific IRS issue and remembered that we had been members of LegalShield (actually Primerica Legal Protection Program) so before we renewed our membership we emailed them to ask if they could help us with that specific issue- we received a response that said they could, so I called, asked again, and was told they could , then renewed. However, when we were finally able to contact the attorney personally we were told they could NOT help us with that issue. I called to cancel and get a refund and was told that we should give it a try again. So when we were again able to contact an attorney (a different one) we were told again that they could NOT assist us. So then I called back to cancel and get a refund- was told I had to send an email requesting such, so I did. I got a response that it had been too long and they don't provide refunds. No consideration was given to the fact that they told me they could provide a service which they couldn't.

  

  Business Response

  Date: 10/24/2022

  Response is in attached file.

• Initial Complaint

  Date:10/17/2022

  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 applied to be an associate and had to pay a $99.00 associate fee on 08/07/2022 and also a $19.95 membership fee on that date. On 08/11/2022 I had to pay a membership fee of $29.95. I also was told I had to pay a $50.00 business license in Virginia which I did. They fail to tell you that you have to spend many ours of training before you get paid. I would have never signed up had the told me I had to do all this training, attend meetings and never get paid. I called and cancelled everything including the associate member on 08/24/2022. On 09/06/2022 I was charged again for $24.95 for an associate fee. I texted ***** who was my point of contact to advise I got charged again. She was very unprofessional and nasty in her responses. I called 09/12/2022 and they advised the would cancel and not sure what happened but too late to refund money. I want a refund for everything including what I had to pay for the state business license for their company. They are very deceitful!! Below are just a few text messages.

  

  Business Response

  Date: 10/21/2022

  This letter is in response to the above referenced individual’s complaint.
  Upon receiving this Better Business Bureau complaint, we have reviewed this membership file. When
  Ms. Jessica **** submitted an application to become a PPLSI independent associate, she agreed to the
  Policies and Procedures which are attached to every application. In these Policies and Procedures it
  states in two different places, “Associate fees will not be refundable unless the Associate Agreement is
  terminated by the Associate within the first 5 days after the effective date, so long as the Associate has
  not sold any members or recruited any other Associates.” Ms. ****** request to cancel was outside of
  that window. PPLSI does not require associates to attend trainings to sell, they are available to those
  who wish to attend. PPLSI also does not require an associate to sell in a state where an additional license
  is required, if an associate chooses to sell in a regulated state, they must abide by the laws of that state,
  thus, PPLSI is not liable for Ms. ****** Virginia business license fee. The payments of $19.95 and $29.95
  were for Ms. ****** LegalShield and IDShield memberships she chose to enroll in. PPLSI will provide Ms.
  **** a courtesy refund for the $24.95 taken on September 6, 2022.
  Should you have any further questions regarding this matter, please feel free to contact our office.
  Respectfully,
  Anna ****
  Staff Attorney
  Legal Service

  Customer Answer

  Date: 10/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: I did not sign an application first of all.  Second I was not advised about all the fees up front nor all time spent in training and meetings which you do not get paid for but have to complete.  This all should be told to you before you set up an account.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/27/2022

  This letter is in response to the above referenced individual’s complaint.
  PPLSI received an online application from Ms. **** which included the Policies and Procedures that have
  to be agreed to in order to submit the application. This also included the $99.00 application fee. By
  submitting the application, Ms. **** agreed to both. The $29.95 payment was for a LegalShield
  membership. This is not required of associates and the amount of the membership is given when signing
  up. PPLSI also received a web application for this LegalShield membership and an IDShield membership.
  The $19.95 payment was for that IDShield membership which, again, is not required by PPLSI for an
  associate to have. PPLSI does not require a certain amount of trainings or meetings to be attended, this
  may be something the associate Ms. **** signed up under wants their team to complete prior to selling
  the membership plans.
  Should you have any further questions regarding this matter, please feel free to contact our office.
  Respectfully,
  Anna ****
  Staff Attorney
  Legal Services

  Customer Answer

  Date: 10/27/2022

  
  Complaint: ********
  
  I am rejecting this response because: That is false information.  I was told I had to do the training and meetings to be entitled to earn money.  Yes I was told I had to pay all those fees to be "vested" in the company and to be able to earn money.  I was told that in the phone call and I said well I have to pay then and they took my money over the video conference.  Legal Shield is not being truthful!  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/09/2022

  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 have been a loyal member of LegalShield since June 2016. I have never experienced any significant issues with my membership in that time. Unfortunately, this has been the only exception. I recently contacted my provider firm Ross & Matthews, P.C. (Texas) for assistance regarding a family law case. Ultimately, in order to resolve my issue, I was informed that I need to retain a private attorney in another state (Pennsylvania) in order to file an action in a county court in order to proceed. Unfortunately, I was unable to locate one on my own. Therefore, I sought to utilize the attorney referral service in my LegalShield membership. I requested this referral in late 2021 (I do not recall the exact date in which this started). However, despite countless phone calls and a letter to the provider firm, they have yet to provide an adequate referral. However, the firm has repeatedly attempted to refer me to the Pennsylvania LegalShield Provider Firm. All they could do is confirm that my understanding of the case is correct, and that I need to retain a private attorney. I have repeatedly informed Ross & Matthews P.C. of this error. Unfortunately, I still have not received said referral. On September 10, 2022, I sent a letter to LegalShield in Ada, OK to address this issue. unfortunately, LegalShield also failed to respond to my inquiry. I am seriously disappointed with the way this is being handled. I would ask that my provider firm (Ross & Matthews, P.C.) be prompted to provide said referral immediately.
  

  

  Business Response

  Date: 10/14/2022

  Response is in attached document.

• Initial Complaint

  Date:10/06/2022

  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 am seeking a refund of $1,500 & am writing re: my parents DONALD (RETIRED NAVY) and REBECCA JAHN. More than 3 yrs ago when my dad was diagnosed with ALZ & my mom unable to handle finances I cleaned up their accnts. I noticed Legal/ID Shield. As I was the one who helped them sign up for this and knew we wanted to cancel I called our reps Stacy Schlidhauer and Steve Rimmel. I was told that my account would be cancelled with apologies for my family. They did not tell me there was ANYTHING ELSE I NEEDED TO DO. I finished cleaning their accnts up and left things on autopay. For years I had received calls/FB messages from reps but after I "cancelled' with them nothing. I recently went back in to their accnt and was SHOCKED when I saw legal sheild. I immediately emailed support and no less that 30 emails back and forth many times with them completely ignoring me or telling me they were sending me to ANOTHER DEPT. Finally a manager Cheryl intervened and said she would help me by working on getting me an exception and seemed great. She never got back to me. Another manager Brianna said she couldn't help and would not give me any of the executive teams emails to file a complaint. Sent me to support who ignores me with another "well get back to you'.. and never do. She said that the reps are independent contractors & they have no control over them. OKAAAY nice way not to take responsibility AT ALL. She said I should have looked at my contract. Maybe so but when my rep said NO PROB we'll cancel I believed they were professionals represented by a LEGAL FIRM designed to protect us so I believed them. I did request formally to be connected to exec team and heard zero response. To our family this is theft... stealing and just plain unprofessional and wrong. We are requesting a refund for my dear parents. We paid legal shield for YEARS before asking to cancel. Please do the right thing.
  

  

  Business Response

  Date: 10/13/2022

  Response is in attached document.

• Initial Complaint

  Date:10/05/2022

  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.

  July 11th Legal sheild took my money since March 2022 they had no attention in getting me a attorney they all lied cancelled 2 attorneys without giving me notice and is refusing my refund from March until LL July They legal sheild needs to close their Cracker Jack company l demand my refund
  

  

  Business Response

  Date: 10/13/2022

  Response is in attached document.

• Initial Complaint

  Date:09/30/2022

  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 purchased a personal plan on LegalShield for $538.80 on October 29th 2021 (Contracts: TDS3.921 and LSESS.821). They failed to honor all of their promises. For example, they said the provider firm will call at the requested time, or within 4 business hours. Some times I had to wait weeks for a call, and MONTHS for my issues to be addressed. In addition to that, LegalShield falsely advertised Registered Agent services on their website, which led to me purchasing their Launch by LegalShield plan on August 23rd, 2022 for $149.00 (plus contract HBS3.122). I go into depth about their falsely advertised service(s), breach of service-level agreement, and my provider firm's malpractice (****************) in the letter I sent them on September 19th, 2022 named "*********************** -LSMN ***********- Letter to LegalShield" attached to this complaint. I have a recorded call of them stating everything I said was correct, and that they have no idea why my provider firm stated they do not offer the services I requested. The services found on LegalShield's website. On September 27th, 2022 I spoke with ********************* on the phone and requested a full refund due to the falsely advertised service. He then said they fixed the "downed website" after in my letter I informed them that they changed the service for the product I purchased on their website, after I already paid for the service they originally advertised. I checked the site after the phone call, and nothing was fixed. Again, all is stated in my attached letter named "*********************** -LSMN ***********- Letter to LegalShield". LegalShield should be investigated and shut down for falsely advertising services and not following through with the services provided in the contracts.

  

  Business Response

  Date: 10/04/2022

  Response is in attached document.

  Customer Answer

  Date: 10/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: since filing the Better Business Bureau complaint, PPLSI has NOT been in contact with me at all, contrary to what they have stated in their response. The last communication we had was on September 27th, 2022 (prior to me filing this BBB complaint) where they stated my "membership will be canceled and your refund request will be reviewed". PPLSI did not provide the amount of the refund, when the refund was to be issued, or even if the refund was to be approved.

  
  

  My ideal solution would have been to continue personal legal services with PPLSI, as discussed numerous times but at a free or discounted price; as stated in my letter to LegalShield which I sent on September 19th, 2022 (before filing this Better Business Bureau complaint). However, *********************, a LegalShield representative that I spoke with on September 27th, made me feel that would not be an option at all as he denied to even consider my request or send it on to the appropriate party. So, PPLSI's statement regarding this matter in their response is incorrect.

  
  

  The discount I request is for future personal legal services offered by PPLSI and is due to the hassle put on me and my provider firm, due to lack of communication between PPLSI and my provider law firm, that I was unrightfully caught between. That lack of communication put a massive strain on my relationship with my provider firm as well as the relationship between PPLSI and myself. I would even accept a new provider firm in my state of residence, since the relationship between me and my current provider firm is damaged due to PPLSI's negligence. I would still prefer the broad legal coverage that is supposed to be included in LegalShield's personal family plan contract(s) and provided by the provider law firm. Though I feel that there might be retaliation in the future by either my current provider firm or PPLSI for raising my concerns with the BBB and other appropriate parties (which I even stated in the letter I sent to PPLSI on September 19th, 2022).

  
  

  In regard to the Launch by LegalShield and Registered Agent issue that I have been dealing with since August 23rd, 2022, which is the reason the relationship between me and my provider firm is now negative, I accept the response by PPLSI for giving a full refund, as this service was not rendered/fulfilled. However this BBB complaint is to remain open until the other issues are properly addressed and resolved.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/13/2022

  Response is in attached document.

  Customer Answer

  Date: 10/13/2022

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

  
  

  Though I was refunded $149.00 for the Launch product on October 6th, 2022, I am still waiting to be refunded for the Cancellation of the LSESS.821 Contract. The Essentials Family Legal Plan (LSESS.821) is $29.95 per month. I paid an annual fee of $359.40 for the plan on October 29th, 2021. As stated in Section III - General Provisions and Exclusions, section J. of the Essentials Family Legal Plan Contract (LSESS.821) states, "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." The plan was purchased on October 29th, 2021 and was canceled on September 27th, 2022. Therefore, the contract was canceled with 33 days remaining, equating to $32.95 that is to be reimbursed per Section III, Section J, of the LSESS.821 contract.

  
  

  In addition, a supplemental addition on the Launch plan I purchased was to include 3 free months of LSEES.821. Since the Launch plan was purchased on August 24, 2021 (during the period of my initial LSESS.821 contract), and not canceled until September 27th, 2022. I should also be refunded for the period I should have received free LSESS.821 services. From August 24th, 2022 to September 27th, 2022 which is 35 days, that equates to $34.94.

  
  

  I would also like to request a full refund for the Trial Defense Supplement 3 (TDS3.921) that was purchased for a total of $179.40 on October 29th, 2021 (paid in conjunction/addition with LSESS.821. Both plans combined was an annual cost of $538.80). Trial Defense is a monthly fee of $14.95. As stated via a recorded call with a Legal Shield representative on August 24th, 2022 (the same day I purchased Launch), I did NOT know trial defense was included in my initial LSESS.821 contract, and that TDS3.921 was to only add additional hours to the LSESS.821 contract. The Legal Shield representative informed me of my error in the purchasing of the TDS3.921 product and offered to cancel it for me and refund me, I gratefully accepted. On August 26th, 2022 I was refunded $29.90 for the remaining days of the supplement not used, in accordance with Legal Shield's plan cancelation policy. I request that the remaining amount of $149.50 for the TDS3.921 contract be refunded as well, as a show of good faith, since I did not know Trail Defense was already included in my initial Essentials Family Legal Plan (LSESS.821).

  
  

  The total amount I am still expecting a refund for is: $217.39.
  
  Thank you.
  
  Respectfully,
  
  ***********************