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

  5534 Oak Grove Ct Sarasota, FL 34233-5205

• 

  LegalShield

  1458 Battlefield Parkway Fort Oglethorpe, GA 30742

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:05/07/2025

  Type:Service or Repair 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 May 5, 2025, I called legal shield for legal representation which I was told was part of the advanced plan that was being soldto me and that a lawyer would call me back within eight hours. I then signed up for the plan under the understanding that I would legal representation at a discounted rate and as soon as the lawyer called me back 15 minutes prior to the deadline, he stated I understand you have questions about your divorce and I said no that is not why I’m calling. I need legal representation and he said that that is not something thatis covered under the plan that I signed up For I immediately called back legal shield and told them what the lawyer said, and they said that they do not speak with the lawyers directly that my plan is not refundable. It hasn’t even been 24 hours and I told them that and she said it’s still nonrefundable and I submit a letter in writing so that my card does not get charged for future installments for this advanced plan of legal shield. I was very upset and I feel scammed.

  

  Business Response

  Date: 05/09/2025

  Response in attached document. Thank you. 

  Customer Answer

  Date: 05/18/2025

   
  
  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:05/02/2025

  Type:Service or Repair 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.

  Today I had a Legal Shield Consultation with Attorney ***** ***** regarding my former employee who has missing clinical documentation from last year. I just found out through an audit I run recently. I want to complaint about how ***** treated me. He raised his voice a few times because he was frustrated about me asking the specific law that states that I am responsible for the clinician's clinical documentation. I was asking about the Oregon Licensing Board's rule about clinicians being responsible for doing their clinical documentation. ***** was upset and raised his voice at me a few times. I requested speaking to another attorney and he said" No way we are assigning this to a different attorney!!" He was very rude. I asked if he could point me out to which rule so I would be aware and he said "well, I do not have it in front of me!!". I would like to request to never have ***** Wood assigned to me. And I would like to get proper legal advice. He said a few times:" this is common law!!!"

  

  Business Response

  Date: 05/09/2025

  RE: ***** ****** Complaint Case No. ********
  Member Number: ***********
  
  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. ****** was
  treated with professionalism and a second opinion was never requested or it would have been provided. The
  attorney also provided research concerning Ms. ******’s legal matter. If Ms. ****** would like a second opinion
  all she has to do is contact her provider law firm.
  
  Should you have any further questions regarding this matter, please feel free to contact our office.
  
  Respectfully,
  
  ***** *********
  *** ********* ******** * ****** ***********
  ******** ***** ********* ****

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ***** Wood did not treat me with respect and professionalism. I wish you would record all calls so you could find out for yourself. I am requesting to never be assigned to ***** Wood as an attorney.Can this happen?
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 05/16/2025

  RE: ***** ****** Complaint Case No. ********
  Member Number: ***********
  
  Dear Ms. ********:
  
  This letter is in response to the above referenced individuals’ complaint.
  
  LegalShield does not record calls between the Provider Law Firm and the member for confidentiality reasons.
  We apologize that Ms. ****** felt disrespected because we take service seriously. The Provider Law Firm is
  responsible for servicing the membership. Attorney ***** **** is part of the Provider Law Firm and very
  likely is going to provide membership services based on Ms. ******’s legal needs.
  
  Should you have any further questions regarding this matter, please feel free to contact our office.
  
  Respectfully,
  
  ***** *********
  *** ********* ******** * ****** ***********
  ******** ***** ********* ****

• Initial Complaint

  Date:04/25/2025

  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.

  Attorney not helping in an ongoing case. We had two other attorneys that appeared way more engaged and knowledgeable and willing to give us advice. This last attorney wants to have us wait 3 days then tell us to send more paperwork and wait 3 more days. We’ve explained we don’t have another 3 days as an important HOA election meeting is coming up before 3 more days! And he told us we can appeal the HOA decision to suspend our voting rights and then file suit. I explained that we would not be able to carry this out before the HOA meeting takes place. He is uncaring, aloof, unengaged and does not appear to know the law. He was dismissive in nature even when we told him this was an ongoing situation that other attorneys at his firm had knowledge of and were advising us before. I asked him the first time to at least write a letter to the HOA and his response was to send paperwork which we did. Three days later, again I asked him to write a letter and he says to send more paperwork and that’ll take another three days to review which will be after the fact! Why are we paying for legal shield? What help has he provide? None. He did not care whatsoever about our dilemma and was no help at all. So we are wasting not only money paying for legal shield, but now our time—at least 6 days to get no help. And now thanks to him, our time has run out! We cannot get any prior attorneys that helped us before. It’s the luck of the draw when you call even with your same intake number, even if you ask for a prior attorney. We are strongly considering canceling as all monies we paid to legal shield thus far would’ve been enough by now to hire a real attorney, one who cares and actually knows the law and acts on important matters in a timely fashion!

  

  Business Response

  Date: 05/01/2025

  Response is in attached document.

• Initial Complaint

  Date:04/25/2025

  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 purchased Legal Shield plan on February 23rd, 2025. I submitted a foreclosure legal help request on February 25th. I was connected to ********* *** firm in Florida, which advised me that they cannot help me since my property interest is in Virginia and that I need to be referred to Virginia Law firm. I received 1st referral to a law firm in New York, 2nd Georgia, 3rd Georgia, 4th Virginia that doesn't cover the area. It has been 2 months of me calling, complaining, speaking to manager and I still do not have the correct referral despite paying for my plan $70 per month. My matter is time sensitive and 2 months have been wasted. When I call there is no remorse, sympathy, accountability and everyone has don't care attitude. Tge service is appalling.

  

  Business Response

  Date: 05/01/2025

  Response is in attached document.

• Initial Complaint

  Date:04/22/2025

  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.

  As a long-term Legal Shield member (5+ years), I am experiencing a critical failure in securing necessary legal representation for my residential real estate closing, currently scheduled for April 28, 2025. I initially contacted Legal Shield on April 1, 2025, seeking a real estate attorney in Maryland (where the property is located).
  The referral process has been severely flawed. I was initially directed to ****** Law in Florida, who stated they would refer me to a Maryland attorney. This referral to Rebecca ******'s office in Maryland failed because ****** Law did not send the required referral information. Multiple phone calls were exchanged between myself, ****** Law, and Legal Shield customer service (specifically with an agent named *******, who promised resolution).
  On April 16, 2025 (my original closing date), I was informed that Ms. ****** could not take my case, and another referral would be initiated. As of April 22, 2025, I still have no attorney. Adding to my frustration, Legal Shield responded publicly to a review I posted on Trustpilot on April 20th, stating that a team member would contact me directly to provide support. However, despite this public acknowledgment and promise, I have received no follow-up communication whatsoever. I contacted Legal Shield again on April 22nd and spoke with *****, who simply referred me back to ******* – a callback that, as of this time, has not occurred.
  This complete lack of timely service, the broken promises of contact both privately and publicly on Trustpilot, and the failure to follow through on their own statements are jeopardizing my property closing. I urgently request the BBB's assistance in achieving a satisfactory result.

  

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  Better Business Bureau
  Attn: ***** ********
  ** ***** *****
  Oklahoma City, OK 73102
  
  RE: Anthony ******* Complaint Case No. ********
  Member Number: ***********
  
  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. *******
  contacted his ******** Law Firm on April 1, 2025, for a referral attorney in MD. The ******** Law Firm was
  notified that the legal need had a response date on April 16, 2025. Mr. ******* was referred to an attorney on
  April 10, 2025, however that attorney was unable to assist him after further review of his case. A new referral
  was made on April 23, 2025. Because of the difficulties in locating a referral attorney, LegalShield has credited
  Mr. *******’s membership for one month.
  
  Should you have any further questions regarding this matter, please feel free to contact our office.
  
  Respectfully,
  
  ***** *********
  *** ********* ******** * ****** ***********
  ******** ***** ********* ****

• Initial Complaint

  Date:04/17/2025

  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.

  I am writing to formally file a complaint against LegalShield regarding an unauthorized charge and deceptive business practices related to their cancellation system.On [April 12, 2025], I attempted to cancel my LegalShield membership using the cancellation feature available on their website. Despite appearing as a valid method of cancellation, the feature did not function as intended. LegalShield later claimed this functionality was only active for a select testing group. This is highly misleading, as the option was publicly visible and implied to be operational.Due to this failure, my account was charged without my consent or intention to continue the service. When I reached out to their customer service on April 15, 2025, I demanded immediate cancellation and explained that the error was due to their system's malfunction. I made it clear that had I wished to continue the service, I would have done so voluntarily.This behavior constitutes deceptive business practices. It is unacceptable for a company to advertise a cancellation feature that does not work and then hold customers financially liable for its failure. This experience has been both frustrating and unacceptable, and I believe others should be made aware of these tactics.Below are my details for your reference:Name: ******** **** Membership Number: *********** Phone Number: ************ Email: *********************** I respectfully request that BBB assist in investigating this matter and ensure LegalShield is held accountable for these unethical practices. I also request a full refund for the unauthorized charge and written confirmation that my membership has been canceled.Thank you for your attention and support in resolving this issue.Sincerely,******** ****

  

  Business Response

  Date: 04/22/2025

  Response in attached document. 

  Customer Answer

  Date: 04/23/2025

   
  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:04/16/2025

  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 signed up for LegalShield expecting reliable legal support for day-to-day matters like lease disputes, document reviews, and general guidance. While the app and interface are clean and user-friendly, the actual service has been anything but.
  
  The law firm assigned to my state (which covers multiple states) is unresponsive, dismissive, and unprofessional. I submitted a simple legal request, only to receive an irrelevant response that made it clear the attorney didn’t bother reviewing the material. When I pushed for clarification, the firm blamed me for the confusion rather than owning their error.
  
  When I reached out to LegalShield directly, hoping they would help resolve the situation or assign me to a different provider, they flatly refused. Instead, they attempted to deflect responsibility back to the same unhelpful firm, despite my concerns about the quality and conduct of their legal partner. At this point, both the firm and LegalShield are ignoring my concerns and doing nothing to address the issue.
  
  It’s now clear that LegalShield does not vet their partners thoroughly, nor do they provide any real recourse if you’re assigned to a firm that drops the ball. They continue collecting payments while deflecting all accountability. This is not what was advertised or promised when I signed up.

  

  Business Response

  Date: 04/18/2025

  Response is in the attached document. 

• Initial Complaint

  Date:04/10/2025

  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.

  Legal took $59.95 in March. I have yet to receive representation, intake or any help for that matter on any of my court proceedings. On 4/9/25 I just received my information regarding my member id and law firm. However already my monthly premium is soon to expire and already they are sending me a bill. Which will mean that I paid for one month and received no help but they would want another $59.95 for next month. I feel as though I should not have to be pay for a service twice that I did not receive for the first 30 days I have been doing my own court proceedings on my own! I called the law firm they said were handling my cases and I received a message back from them that they dont know who I am I have not received any form of communication from this law firm that is located in ***********. I faxed the law firm at ********** but once again they turnt me away. I also called the law firm at ***********. I either need a reimbursement or a free month because this has compromised my mental health for all I am going through I should get two months free bc I paid and received no help and have started the process on my own. Thank you

  

  Business Response

  Date: 04/14/2025

  Response in attached document. 

• Initial Complaint

  Date:04/08/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with legal shield on the advice of a friend. I needed consultation on difficulties I am having with Block/Cash app.The attorney who calked was unprofessional, discourteous, rude, downright ************, I'm uncomfortatble communicating with such a person. I don't believe it would be wise to take the advice of a person who shows such obcious contemt towards a potential client and it speaks badly about the law firm that would employ such a person. I asked Legal Shield if they could instead refer me to another law firm. There answer was an emphatic 'No'. I believe this runs contrary to providing legal referrals if they only refer to one firm and that obe firm can't conduct themselves professionally. Could you please assist in this matter?

  

  Business Response

  Date: 04/14/2025

  Response is in attached document. 

  Customer Answer

  Date: 04/17/2025

  I am sorry to say this matter can no longer be resolved simply by refunding my money. There has been an escalation in this matter I feel can not be ignored. 

  Despite my initial criticisms, Legal Shield insisted I had no choice to whom they referred me and accordingly, I had to work with the law firm ******* & ************* located in ************, IN. Last week, I discovered that the senior partner, **** Hindermeister falsified a report and closed an inquiry without ever having consulted on the matter. Currently, I am seeking redress with the *********************** and my state's AG. 

  I suspect  Mr. ************* owns a partial stake in Legal Shield and I seek to discover that. Either way, Legal Shield shared my criticisms with JHintermeister and I received a phone call from him Friday afternoon which I consider to be both unprofessional and inappropriate.

  Now, in the middle of the night, Legal Shield has refunded my money and wiped any correspondence I have had with them from their app. This is obviously intended to prevent me from using tjose correspondences as evidence.

  Furthermore, I believe they are misrepresenting their services for which reasons I prefer not to speculate. 

  What started as a simple inquiry regarding legal matters is now ballooning into what appears to be a burgeoning consumer issue. I am both morally and ethically obligated to pursue this. The behavior of both Legal Shield and ************************* is troubling. 

  Please advise moving forward.

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 04/18/2025

  Response in attached document. 

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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 rechecked out to this company and asked for a specific problem that is literally written on their website, i asked two different customer service agents if it was something that could be done, they agreed. The lawyer calls and jump threw hoops and says that isnt something they can do, but if i want to pay more money they can another attorney to do it and offered me a 15 percent discount. So basically, the membership is to get you in the door to pay more money, it doesnt actually do what they have listed, which i am sure is fraud, so now i have to find a real lawyer for law shield lol. I asked if maybe i could talk to another attorney, they said that could not be done either. I called for a refund and to cancel and they tell me, i have to wait 48 hours to cancel (actually longer because they close over the weekend) but i probably wont get a refund because the contract i sign (i did not sign anything and was not verbally told) that its non refundable. She then said i shouldnt cancel because their are other services they could provide and they would send them over, i told her no thanks and she said ill send them over anyway. Being scammed by a company thats supposed to provide legal help is distasteful. I also just checked my emails and i have a message that the lawyer tried to reach out to me for my follow up question, but i dont have a voicemail and im literally holding my phone so i have not missed a call, so theyre lying about that as well.

  

  Business Response

  Date: 04/02/2025

  Response is in attached document.

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  Another attorney reached out to me and explained what the other attorney did not. While, it was not true what the website/and customer service agent said could be done, the other attorney explained other things that could be done, other than just asking for money. I asked the customer service if i could have spoken to another attorney, (they said no) and as suspected the main issue was with the attorney and had they called before i cancelled i would have stayed on.Something should be done about that process. But, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

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