ComplaintsforU.S. Legal Services, Inc

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  U.S. Legal Services repeatedly de**es benefits to consumers while continuing deducting fees for a service they're clearly not providing. All representatives appear to be trained to look for clauses in the contract in order to avoid coverage and attempt to provide referrals for which the consumer is responsible for paying. This bait and switch tactic seems to be their business model as they collect as much money as they possibly can via membership fees while blatantly denying the benefit that consumers signed up for. Their contract with local ********** employees needs to be revoked as they are engaging in deceptive business practices for profit.

  Business response

  02/21/2024

   

  This Member complaint stems from her request for assistance with a non-court ordered Arbitration that took place in January of 2024, regarding a Lemon Law issue with an automobile and subsequent actions she must take as a result of that Arbitration.  Her policy specifically states:
  
  Section V - Limitations and Exclusions
  Limitations:
  Policy Attorneys will provide legal representation for 33 1/3% off their normal rates or fees if any of the following are present:
  N. Non-court ordered depositions and arbitrations.
  
  Ms. S**** was offered an attorney assignment to assist her in accordance with the above policy terms, she did not agree with the coverage and disconnected the call with our representative.  Our group policies are very specific regarding the areas that are fully covered, covered with a limitation and those that are excluded.  Unfortunately for this Member, many of the issues for which she has sought assistance are covered under the discounted rate limitation.  If she feels this plan is not a good fit for her, she does have the option to cancel by providing written notification to U.S. Legal

  Customer response

  02/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Admi**stratively Resolved]

  I am rejecting this response because: the request for assistance was involving a separate legal matter involving the ********** Department of Motor Vehicle in reference to vehicle registration status, which is not a subsequent or related legal matter regarding Lemon Law arbitration. As previously stated, US legal Services regularly refuses to provide the benefit that customers are being charged for through automatic payroll deduction by falsely classifying a potential legal matter as preexisting or relating to separate matter which they do not cover altogether. The issue has not been litigated via arbitration as the representative is implying, this is nothing more than a false narrative they continue to regurgitate in order to justify denying a benefit customers are paying for. I have filed a formal complaint in the past after which they called to rectify the situation by pretending to search for an attorney for my legal issue previously de**ed, only to confirm that there are no attorneys in their network to assist with most legal matters. This benefit is a scam and the business should be thoroughly investigated for the bait and switch scheme they continue to peddle to unsuspecting employee through u**on groups. I have also requested a refund for all funds retrieved during the time that services have continued to be de**ed, begin**ng January 2023. 

  Regards,

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

  Business response

  03/06/2024

   

  After careful consideration and review, U.S. Legal Services stands by our prior determination regarding this Member complaint.  We have properly researched all coverage options available under her plan to provide her with attorney assistance.  Based on the Member's response regarding her Desired Outcome in her original complaint, i.e., "stop offering the service and deducting fees", we will terminate her plan based on the 30 day notice requirement in the policy.

   

   

  Thank you

   

   

  ******* ***** ********** ***   Direct Line ************ Phone ************ ****** Email ******@******************* Web   Address **** ********** **** ************, ** *****

  
  

  Business response

  03/06/2024

   

  After careful consideration and review, U.S. Legal Services stands by our prior determination regarding this Member complaint.  We have properly researched all coverage options available under her plan to provide her with attorney assistance.  Based on the Member's response regarding her Desired Outcome in her original complaint, i.e., "stop offering the service and deducting fees", we will terminate her plan based on the 30 day notice requirement in the policy.

   

   

  Thank you

   

   

  ******* ***** ********** ***   Direct Line ************ Phone ************ ****** Email ******@******************* Web   Address **** ********** **** ************, ** *****

  
  

  Customer response

  03/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Admi**stratively Resolved]

   Complaint: ********

  I am rejecting this response because: I specifically stated to stop offering a service and deducting fees for a benefit that you consistently fail to provide  I also requested a full refund for each payroll deduction obtained since denying services as of January 2023 as a formal complaint was filed with *** ******* ****** and **** *** in an effort to address my concerns and once again, US Legal Services did **t have an attorney within the network to assist, as per usual. This is a sc*** to elicit funds from unsuspecting public employees for a benefit you do not provide, according to all reviews accessible online. This appears to be a pattern, not a one time occurrence  

  Regards,

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

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stay away from US Legal services. I paid for there service and they gave Me no service. I requested a lawyer only to find out the one they assigned Me wasn't taking new clients...US Legal services didn't call Me about this I had to call them...I need a lawyer to go to court and all they said was rescheduled Your court date or there is nothing they can do...After I already had to reschedule twice cause of there it takes 2 weeks to find a lawyer foolishness..The first one didn't work You think I'm gonna waste more time with this company trying to find Me a second lawyer...Lies Lies and more Lies stay away from this company...They will get smart with You and avoid You Like paying them money don't matter and You won't receive the proper service for Your money...

  Business response

  01/04/2023

  REFUND REQUEST SUBMITTED

   

  ******* ***** is a new member with a pre-existing citation that was issued two months before her enrollment. *** ***** was referred to an attorney at the referral rate on the same date the citation was reported to our office, 12/05/2022. On 12/12/2022, we received notification from Mr. ***** that the assigned attorney couldn’t take her case. With her ticket having an upcoming court date of 12/19/2022, *** ***** was requested to get a court date extension for US Legal to retain new counsel. When this was requested, Ms. ***** requested cancellation. We received her cancellation request on 12/13/2022 and it was processed the same day. A refund for $64.84 was processed on 12/14/2022.
  
  Customer Name:  *****

  
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been trying to gain custody of our daughter. My husband purchased a service from US Legal Service so that we can hire a lawyer to fill out the necessary documents to file for court. We have been given 6-7 lawyers who have not been able to complete the task and every time we call we have to wait an additional 48 hours to be told they cannot work the case. At this point we have called so many times and also reached out to the president of the company and still waiting to hear back. None has been empathic to the situation, we keep getting the runaround and we have spent money to acquire a lawyer who are supposed to be experts at this and to no success we do not have our daughter. We are frustrated and tired and we should get our money back for a service that fell short.

  Business response

  11/03/2022

  See attached response from U.S. Legal 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 12th I requested services from through their online portal. Since then I have called them six times, on separate business days asking for a call-back after 4 pm MST (2 pm EST) which was within their normal business hours. I have an unusual schedule; I work 12 hour night shifts but I was never informed that a call back after 2 pm EST was a problem for them. Every time I called them, I was told that I would receive a call back within 24 hours and I was placed as a "priority." Never once have I received a phone call after 2 pm EST. They called me a few times when I was sleeping, even though I specifically told them to call me after 2 pm EST. The last time I called them was Thursday afternoon, and was promised I'd hear back from them within 24 hours. It's Monday evening right now, 2 business days have passed, and still nothing. I would like a full refund for the money I've paid for this service that I was promised and DID NOT RECEIVE. I've been calling them for three weeks, and still have no legal help. I have deadlines, and this service is the worst I've ever experienced.

  Business response

  03/03/2022

  BBB_Complaint Management_ID #******** Below is a transcript of the notes on this member. She has only paid one month of premium of $21.50. Should she want to cancel her membership she can send an e-mail to *************************** requesting termination. 

  Customer response

  03/12/2022

  Regarding matter case #*********, which was filed almost a month ago on 2/16/22. I have called the assigned attorney several times starting March 1, 2022, and have not heard anything back. I also have not heard anything back from ** *****, and was told I will get a follow up call, and I got zero calls since March 1st. I also have told ** ***** that I work nights, and don't call me before 4pm MST because I am sleeping, but no one has ever bothered to tell me what the business hours are, or bothered to accommodate my schedule or communicate with me through email. The only voice mails I got was when I was sleeping and they were all uselessly generic: Call this number if you still need legal help, and not saying helpful pertaining to my case. Every time I try to call back, I just get directed to a person who takes a message. Then they proceed to call me at very inconvenient times and leave a very generic and short voicemail. This has been happening for 3 weeks, and now, I have been assigned an attorney but apparently the attorney has declined this case March 1st (two weeks ago) and NO ONE HAS FOLLOWED UP WITH ME TO TELL ME THIS INFORMATION. The only reason I know this is because I filed a Better Business Bureau complaint. The only time I get any information or any response from ** ***** other than generic voicemails at inconvenient times when I'm sleeping is when I file a BBB.org complaint. How hard is it to send me an email? I have been asking for legal help for a month, and am still at square zero. They don't even bother to tell me what their normal business hours are, or that the attorney declined my case. The communication is severely lacking. I expect an email from someone at ** ***** explaining what the status is of this case number and why it's taking so long to get anything done. I am seriously running out of time, and if I don't get help, I will be canceling my membership and complaining to my employer.

  Business response

  03/24/2022

  Pursuant to the documentation previously provided as well as the attached the member's enrollment has been terminated and a refund of the premium paid returned.  

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