Complaints
This profile includes complaints for LegalShield's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 345 total complaints in the last 3 years.
- 114 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/07/2025
Type: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 ORDERED LEGAL SHIELD IN OCTOBER 2024 FOR ***** PER MONTH. I COMPLETED A FORM FOR A SIMPLE WILL TO BE MADE, AND ABOUT 6 WEEKS LATER I RECEIVED A PHONE CALL FROM A MAN TELLING ME I SHOULD DO A LIVING TRUST NOT A WILL. I EXPLAINED I JUST NEEDED A SIMPLE WILL.. I WAITED ANOTHER MONTH STILL NOTHING. I CHATTED WITH LEGAL SHIELD AND ASKED THEM TO CLOSE MY ACCOUNT SEEING AS I WAS NOT GETTING THE SERVICES I WAS PAYING FOR. THEY TOLD I HAD TO CALL RETENTION, I TRIED THAT AND THEY GAVE ME THE RUNAROUND, I TOLD THEM I WANTED IT CLOSED IMMEDIATELY. I HAVE CALLED SIX TIMES NOW, NEVER RECEIVED THE WILL, AND HAVE PAID ******. I WANT A FULL REFUND FROM THESE CROOKS
Business Response
Date: 03/14/2025
Response is in attached document.Initial Complaint
Date:02/26/2025
Type: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 charged my bank account without any notification. It's a pre-paid plan, it doesn't make any sense to charge my bank account with my approval. And I haven't used any of their service since my last billing date. I need a refund of $29.95 which was charged on 2/14/2025.Initial Complaint
Date:02/25/2025
Type: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 a past customer. I signed up on 2/21/25. I then sent an email asking if this can be expedited as the matter was urgent. I received an return email stating that the reinstatement process would go through the same process as a new user. Mind you in the past they have done this for me. I immediately asked for cancellation and to be refunded. I didn't get an email back so I call into customer service. The woman I spoke with said she would put a note in the computer to have it cancelled and refunded. Later on monday 2/24/25 I received an email that it was cancelled but nothing about a refund. I also see it is still active and not cancelled. I am including the emails.Customer Answer
Date: 02/27/2025
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. However, if I don't receive the refund I will contact my credit card company with the *** provided.
Sincerely,
******* *********Initial Complaint
Date:02/24/2025
Type: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.
Complaint Details:Company Name: LegalShield Issue: Unreasonable delay in processing my membership cancellation request Date of Cancellation Request: January 30, 2025 Number of Follow-Up Emails Sent: 7 (all received the same response: Were currently working on your request)Current Status: No confirmation of cancellation as of today (nearly one month later)I initially signed up for a LegalShield membership for legal counseling but determined that I no longer required their services. On January 30, 2025, I formally requested membership termination. Since then, I have sent seven separate follow-up emails, yet LegalShield has failed to provide a resolution beyond automated responses.I find this unreasonable and unacceptable, as no company should take nearly a month to process a simple membership cancellation. This delay appears to be a stall tactic to continue charging customers unnecessarily, which raises serious concerns about LegalShields business practices.Requested Resolution:I request the following actions:1.Immediate cancellation of my LegalShield membership.2.A written confirmation of cancellation.3.A full refund of any charges incurred after my initial cancellation request on January 30, 2025.If LegalShield fails to resolve this matter promptly, I will escalate my complaint to the ************************ (***), my states Attorney General, and my bank to dispute any unauthorized charges.I appreciate the BBBs assistance in ensuring that LegalShield upholds fair business practices. Please let me know if any additional information is needed.Sincerely,******* *****Initial Complaint
Date:02/21/2025
Type: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 legalshield on 02/20/2025, on or around 2:37 pm PST. I got to legalshields Interactive Voice Response system (***). I pressed 0 and the *** willfully and deliberately disconnected the call on me. It said Please call legalShield later, good bye. This is egregious. Under no circumstance should an *** purposely disconnect the call on a customer. The *** is by design and is inappropriate. I then called back and the *** transferred me to the wrong department. I spoke to ***** in sales. He said I needed to be transfered to the membership department so I can make a payment. I asked to be transferred to membership, however, he refused. He said I have to give him my PII and membership number in order to be transferred. I said no thank you, Id rather authenticate in the membership department . ***** again refused to transfer and disconnected the call on me. In addition, he interrupted me multiple times while I was speaking even when asked not to. I asked ***** to get a supervisor and he said none were available. I was forced to call back a third time. I spoke to a female supervisor in the membership department by the name of ******* in ******** and complained about the *** issue and ***** disconnecting the call on me. She showed no empathy or sympathy. I then asked her to remove my existing debit card on file and she refused. She said not until I add a new card on file. I provided my new debit card and she said legalshield doesnt accept prepaid cards (yet their business is called prepaid legal services). This is egregious and Im shocked at legalshields poor customer service. This gives ********************** a bad look. The good news is Im going to leave legalshield a 1-star negative review on ******, Yelp and TrustPilot, including any and all other review platforms.Business Response
Date: 02/26/2025
Response is in attached document.Customer Answer
Date: 03/01/2025
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:02/20/2025
Type: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.
Used legal shield to help find attorney for a case took several weeks for them to locate one. One hiring attorney they recommend the attorney took my money refused to to do the things that agreed to. Legal shield told me three separate things during a complaint process that they never followed through with. The customer service when trying to resolve the issue was completely rude. My money still hasn't been refunded I was hung up on when I asked when they were in fact going to do the things they stated. What I was told they never followed through with.Initial Complaint
Date:02/12/2025
Type: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 paying legal shield since 11/2/23 thinking I was paying to have an attorney on retainer. But now I'm told they do not file a *** or an eviction. And when asked what I am paying for they say a consultant but legal aid provides that for free!Initial Complaint
Date:02/11/2025
Type: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 SHEILD ILLEGALLY CANCEL MY ACCOUNT FOR KNOW REASON AT ALL AFTER I HAVE BEEN A MEMBER WITH LEGAL SHIELD FOR 20 YEARS. LEGAL SHIELD REASON FOR CANCELING MY ACCOUNT WAS THEY HAVE A OPTION IN THERE CONTRACT TO CANCEL MY ACCOUNT THIS WAS A ********************** CANCELLATION DONE BY LEGAL SHEILD. I REPEATEDLY ASK LEGAL SHIELD WHY DID YOU CANCEL MY ACCOUNT. ********************** SAID BECAUSE WE HAVE A OPTION TO CANCEL YOUR ACCOUNT IN THE LEGAL SHIELD CONTRACT. THIS IS ILLEGAL IN *******. THIS IS A MAKE AMERICA GREAT AGAIN CANCELLATIONInitial Complaint
Date:02/11/2025
Type: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 contacted them for assistance with a lease agreement and to represent me in court or by calling about reviving a letter from sheriff to answer in court about being removed from property. Please note I told them several times that I was the tenant. I was never contacted by a lawyer only by representatives telling me to pay an additional fee because I was the landlord and a business!!! That was just insane and I immediately requested a refund! I have been told I can not get a refund but I feel this was a bait and switch same. I signed up with a representative and explained exactly what my legal issue was. She told me what plan I needed, I purchased it and they sis absolutnothing but overlooked the notes and which clearly explained my needs. I spoke with 2 supervisor with no results a d I am just done with it! I demand a refund!!Initial Complaint
Date:02/06/2025
Type: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 Better Business Bureau,I am writing to formally file a complaint against LegalShield for providing misleading information regarding the services they offer, resulting in a waste of both my time and money. I paid $90 for their legal services, under the belief that they would assist me with a lawsuit I am filing. However, their service was far from what was promised.After consulting with their representatives, I was informed that LegalShield could handle my case and provide the necessary legal support. However, it became clear that they did not have jurisdiction over the lawsuit I am pursuing. Despite this knowledge, I was led to believe they could offer assistance. Instead of the legal help I expected, they merely wrote a letter that I could have easily drafted myself, which in no way addressed the core issues of my case.This was a clear misrepresentation of the services they could provide. LegalShield knew they were not qualified to handle my case but proceeded to charge me for services that were of no value. Given that they failed to deliver anything of substance, I am requesting a full refund of the $90 I paid for their services.Their actions have caused unnecessary delays in my legal matters and have resulted in a loss of time and money. I trust the Better Business Bureau will assist in resolving this issue by ensuring I am refunded for this subpar and misleading service.Thank you for your attention to this matter. I look forward to your prompt resolution.Customer Answer
Date: 02/19/2025
********** ********
I am rejecting this response because I still need to talk with them over the phone. I will call them back today or tomorrow.
Sincerely,
******* ******
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