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:02/05/2025

  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 have been trying to cancel account since NOVEMBER 2024. THEY KEEP GIVING DIFFERENT ADDRESS TO SEND REQUEST TO. I HAVE TALK TO CUSTOMER SERVICE AND TALK TO ALL KINDS OF PEOPLE ON THIS AND ONLINE AND I EVERY TIME I CALL I GET A DIFFERENT ADDRESS TO SEND THE REQUEST TO AND I KEEP CHARGING MY CARD. TODAY THEY CALLED TO HARASS ME. I WANT A REFUND FOR THE LAST 2 MONTHS OF $39.95 A MONTH AND I WANT THEM TO CANCEL IT AND QUIT CALLING ME AND QUIT HARASSING ME. I attached a copy of the email that I sent multiple times

  Customer Answer

  Date: 02/10/2025

   
  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:02/05/2025

  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.

  Late 12/2024 They have been terrible in communicating with me which started with the attorney. I had to ask for a follow up. Then my attorney was switched without my knowledge...I was given some woman that seemed unaware of life in general. She had my case sitting even though she had the documents from me.***** from corporate contacted me (vm). Then ******** from resolutions. She and I played phone tag. Her last vm to me on 1/28(I believe) was for me to give her time frames to call me back as she was too busy to set a time on her end. I have not heard from her. ***** stated he reopened my case as it was closed due to non contact from me. I have not gotten a call from the attorney. The last email was regarding information needed and I sent it...she never looked at it and sent it as well to the company I had a theft issue with. I asked him why would this be closed and he was argumentative and hung up on me.This has been a very big ordeal. If someone would look at all the correspondences you would see.From the conversation with ***** and the emails from him, the issues with ******** and whoever my attorney is Legal Shield could care less about helping me or my business.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22902143
  
  I am rejecting this response because:

  This company lies. 

  1. It took too much time for the letter to go out initially

  2. why would someone take the case and do no homework

  3. There was never any advice given

  4. If there was more to charge, it should have been conveyed

  5. *****, who hung up on me did not do it because of background noise. This is the conduct you allow. How is it he hung up while I was talking. 

  No worries, I will no longer be affiliated with this crackerjack company.

  Too many others out here willing to give better service.

  Horrible company, I should have left years ago

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

• Initial Complaint

  Date:01/30/2025

  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.

  Several years ago, I terminated my membership with Legal Shield for cause. Despite that I continued to receive messages imploring me to resume my membership. Even though I terminated my membership, Legal Shield continued to bill my credit card account until I instructed my bank to block future charges. To my knowledge, I am still due a refund. Earlier January, 2025, I decided to see if there was improvement in service delivery, and sought assistance from Legal Shield, after purchasing their Premium Membership, confirmed by Legal Shield, to assist in the drafting of a Living Trust and associated documents. After several days had elapsed with no further notice or other correspondence from Legal Shield, I called them to determine status of the drafts. At that time, with no prior notice, I was told that Legal Shield had unilaterally terminated my renewal, despite their earlier confirmation. As such, I went to another source to initiate the document drafts. Following Legal Shield's revelation, I was billed twice for the same membership and did not receive credit until I filed a dispute with my credit card company.

• Initial Complaint

  Date:01/29/2025

  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.

  The morning of 1/29/2025, I contacted legal shield in regard to an issue Im having. I spoke with *****, around 10:47am EST. She advised me how the process worked, and explained to me that she would call me back at 1:00PM EST to do my intake. She called me back at 1:30pm EST, and when I said hello, she was very rude, and disgruntled. I asked to be transferred to someone else, and the phone disconnected. Devyn, then called me back. She immediately said she would not help me today. I was nice respectful, and was discriminated against based upon my ***, and my race. I asked Devyn if I could be transferred to someone else, and she said they would not help me. She would send out a grievance package. Awful, disgusting, customer service you have, and practice.

• Initial Complaint

  Date:01/27/2025

  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 am filing this complaint against LegalShield for failing to honor my repeated cancellation requests and for attempting to charge my account after I complied with their stated cancellation policy.Timeline of Events:January 9, 2025, 4:59 PM: I called LegalShield and spoke with a representative to request the immediate cancellation of my membership.January 9, 2025, 5:05 PM: I emailed LegalShield's support team requesting the immediate cancellation of my membership in writing.January 10, 2025, 7:18 AM: I sent a second email to Member Services to reiterate my cancellation request.January 13, 2025, 9:31 PM: I sent a third email to LegalShields support team, again requesting immediate cancellation.January 15, 2025: LegalShield attempted to charge my account despite my repeated requests to cancel.LegalShields failure to act on my written and verbal cancellation requests constitutes bad faith and an unfair business practice. Their attempt to charge my account after multiple requests to terminate my membership is unauthorized and unacceptable.

  Customer Answer

  Date: 02/11/2025

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

  1) "PPLSI cannot stop a payment draft that has already been initiated."

  I requested cancelation on January 9th and 10th, well before any "draft" had been initiated. You initiated a charge on my card AFTER I requested to cancel four or five times!! unacceptable.

  2) "PPLSI will work internally to remedy any issues with its cancellation process."

  This is not acceptable either, no specifics, no timing, nothing. It appears you (PPLSI) intend to continue this deceptive practice and should be held accountable. If no specifics are provided, I will be reaching out to the OK AG next.
  
  Sincerely,
  
  ***** *****-*****

• Initial Complaint

  Date:01/22/2025

  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.

  Avoid the Legal Shield service it is a scam. I purchased the Legal Shield Advanced plan in January of 2024 in order to speak to an attorney about some simple probate law questions.The attorney assigned by the Legal Shield partner law firm had clearly NEVER worked on a probate case. He incorrectly answered very simple probate law questions (like if retirement accounts with no designated beneficiary are included in probate), and could not answer several other basic legal questions. When I asked him how many probate cases he had worked on in his career, he would not answer. The Legal Shield attorney then refused to answer my other legal questions. Throughout our conversation, he continually attempted to refer me to attorneys that I would need to pay by the hour It seems that he must get a referral fee based on how much he attempted to upsell legal services.The LegalShield service states that customers will receive access to attorneys who will answer their legal questions, but as this experience shows, that statement is false advertising. These fraudulent and deceptive business practices are aimed at referring paying Legal Shield customers to attorneys they will need to pay additional fees by the hour. Avoid Legal Shield at all costs.

• Initial Complaint

  Date:01/22/2025

  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 have sent 2 emails to this company requesting that my membership be cancelled. The first email was sent on Jan 8, 2025 and I received a generic response stating "we are working on your request" with nothing to indicate that it was even from Legal Shield or any other professional company. I sent another request last week stating to cancel and got the same generic response. I am hoping that this membership is cancelled before I have to block this company from ever debiting my account again. One would think a company focused on litigiousness would be more professional and responsive.

  Customer Answer

  Date: 01/25/2025

   
  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:01/21/2025

  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 have requested multiple times for them to provide me official receipts for my payments, to assist with an audit. They have provided a statement of account that indicates the date of my payments and the *** they have billed for, however they refuse to provide actual receipts which include their *** number for any of my payments. I have made repeated contacts with them to request this information, and clearly outlined that my request was made to satisfy an audit, however they are not providing the information requested.I have been paying for a membership to their services since April 2024, and to date they have not provided any receipts for the charges. I also contacted them multiple times to try to cancel my subscription and they did not respond until I said that I would have to do a chargeback if they billed me again. Only then did they acknowledge cancelling my membership. So I am having the same problem now again with the receipts. My requested resolution is simple - I would like to get receipts for all the charges they have billed to me. I really don't understand why it needs to be so difficult.

• Initial Complaint

  Date:01/20/2025

  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 called legal shield and they said they would not allow me to talk to anyone unless I signed up for a monthly fee. In a hurry I just agreed. A few weeks later I sent them an email opting out and said I want to stop all payments. They did not honor that request. I have called them and they have made it so complicated to cycles of payments. I feel like they take people in a desperate situation or a vulnerable position and manipulate them into becoming customers, and then make it nearly impossible to opt out. This has been ongoing since May, and I feel like they totally set situations like this up so thats impossible to opt out of. I have the email asking to opt out. This company is very manipulative and I wouldnt use them under any circumstances.

  

  Business Response

  Date: 01/22/2025

  Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. PPLSI has no
  record of receiving any email communications from Ms. ******* PPLSI will consider this BBB complaint Ms.
  ******** written request to cancel the LegalShield membership. If she will provide the email request to cancel
  showing the date it was sent that she mentions in this complaint, her refund request will be reviewed further.
  Should you have any further questions regarding this matter, please feel free to contact our office.
  

• Initial Complaint

  Date:01/17/2025

  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 December 30, 2024, I emailed LegalShield inquiring as to where I would mail a cancellation request as I understood that the request needed to be mailed. Instead of receiving a response with the mailing address, or being informed that cancellations could be emailed (which I have since learned), my account/membership was simply cancelled--without my knowledge--about two weeks after my inquiry, without notice or confirmation that I actually wanted to cancel, which I did not. I did not request for my membership to be cancelled. It was simply something that I was contemplating. I have since lost the benefits that went along with my ESSENTIALS FAMILY LEGAL PLAN membership--one of them being a 25% discount on the hourly rates as well as allowing a spouse and child/ren under 26 years of age within the household to be on the plan. The Basic Plan, which is at the same price point as my prior plan only allows for a 15% and a spouse and no other household members. There may be other differences; however those are the only ones I'm currently aware of based on my phone interaction in trying to resolve this issue. At no time did I request to cancel my membership. I simply inquired about a mailing address. I received no reply in response to my question or informing me that my plan had been cancelled. Again, I never stated I wanted to cancel. (PDF of my December 30, 2024, email inquiry has been provided.)

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have included my response as a PDF attachment due to character limitations, along with the emails sent by me to LegalShield for reference.
  
  Sincerely,
  
  ****** ********