Complaints

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:12/13/2023

  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 am writing to express my extreme dissatisfaction with the legal plan benefit that I have been receiving. Unfortunately, I have had several issues with the plan, and I have more concerns that need to be adequately addressed.
  
  Firstly, I had difficulty locating an attorney who could assist me with my legal needs. Despite several attempts, the legal plan was unable to provide me with a attorney. As a result, I had to find an attorney on my own and pay for their services out of pocket. I believe that this defeats the purpose of having a legal plan benefit, and it is simply unacceptable.
  
  Secondly, I had to go back and forth with the legal plan several times to provide them with the necessary documentation when I submitted a claim for reimbursement for the attorney's fees. After finally receiving the reimbursement check, I deposited it into my account, only to have it returned due to "refer to maker." My credit union explained that the funds were not available when they attempted to receive them.
  
  My plan administrator from my company sent an email to her contacts on 12/7 and hasn't heard anything from the legal service. The plan administrator reached out again today 12/13 to her contacts, and I am still waiting to hear back on this matter. This is unacceptable, and it does not reflect well on the legal plan service. I am extremely frustrated with the legal plan and the lack of support I have received.
  
  I have received the copy of the returned reimbursement check, and this information was also forward to the legal plan service via email. This should have been escalated and resolved for me as soon as possible. Additionally, I believe that the legal plan should refund me the total amount it cost me instead of a partial amount due to all my issues with the legal plan.
  
  I expect a prompt response to this complaint letter and hope that the legal plan can take the necessary steps to address my concerns. Thank you for your attention to this matter.

  

  Business Response

  Date: 12/29/2023

  Good Afternoon
  
  We have received the Complaint submitted by *** ******** 
  *** ******* enrolled in the legal plan through her employer and submitted a fee
  reimbursement for legal services provided by an out of network attorney. 
  When she initially submitted her request, we reimbursed her in accordance with
  the fee reimbursement schedule for her legal matters under her legal
  plan.  Upon receipt of her complaint, our representative reached out to
  *** ******* who advised that the check issued to her had been rejected by her
  bank.  We looked into this matter and determined
  that the check had been rejected as being somehow illegible.  We then promptly reissued the check to *** ******* and also paid the returned check fee that she was charged.  Due to the issues that *** ******* experienced
  while utilizing her legal plan, we also agreed to reimburse her for the full
  cost of the legal services that she obtained with her out of network attorney
  and have sent her an additional reimbursement for those services.  *** ******* has advised that this is a
  satisfactory resolution. 
  
  We believe that this resolves the pending
  Complaint.  Should you have any questions or need any additional
  information, please do not hesitate to reach out.  
  
  Regards, 
  ********

  Customer Answer

  Date: 01/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:11/13/2023

  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 enrolled in the Metlife Federal Benefits - ***** **** **** ** ****** *o where along the application did it state I needed to be a federal employee or needed to sign up with my employer. I've been charged twice now, a total of $40.00 and no one on the chat feature is available to assist. I can't even log in to the online account it so called it created for me because I am ineligible. At this point, I cannot keep playing hoops to get to someone to cancel the damn plan. I need the full $40 refunded and the plan to be canceled immediately. Otherwise, I will escalate this and expose the misleading practices Metlife provides and encourages.

  

  Business Response

  Date: 12/01/2023

  Good Afternoon:

  We are in receipt of your communication regarding the complaint submitted by *** *****.  Upon receipt of the complaint, our Team Lead, ********, reached out to Mr. ***** to discuss his concerns.  He advised that he is seeking to cancel his plan due to eligibility issues and has been unable to do so on the website where he enrolled.   We are continuing to actively work with Mr. ***** to address his concerns, help him cancel his plan and be reimbursed for the costs he has been charged to date.   We will continue to work with Mr. ***** to resolve his issues and are sorry for the inconvenience that he has experienced with the legal plan.  

  We will continue to advise of any developments.  Should you have any questions or need any additional information, please let us know.  

  Thank you,

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

  Customer Answer

  Date: 12/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I will not close this out until the plan is canceled and my money has been refunded. I will keep this open until then.
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/31/2023

  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.

  Metlife Legal states in their plan if they are unable to assist with an attorney & you have to get 1 on your own. Metlife Legal will pay $2000 for each Case & administration fees. I had several cases & the reimbursement was not upheld as stated.

  

  Business Response

  Date: 11/17/2023

  Good Afternoon
  
  We have received the Complaint submitted by *** ******  *** ***** enrolled
  in the legal plan through her employer and submitted a fee reimbursement for
  legal services provided by an out of network attorney.  When *** ***** initially
  submitted her request, we reimbursed her $2000 in accordance with the fee
  reimbursement schedule for her legal matter under her legal plan.  Upon
  receipt of this complaint, our Claims Supervisor reached out to *** ***** to
  discuss the matter and we learned had she had three separate legal matters, not
  one as it originally appeared.  We have
  reviewed the additional information that *** ***** has provided and agree that
  she is entitled to an additional reimbursement for each matter.  We have agreed to reimburse her an additional
  $4000 that she incurred in legal fees and *** ***** has advised that this is a
  satisfactory resolution.  Our Claims Supervisor has provided *** ***** with
  her direct contact information in the event that she has any future questions
  or concerns.
  
  We believe that this resolves the pending Complaint.  Should you have any
  questions or need any additional information, please do not hesitate to reach
  out.  
  
  Regards, 
   Jennifer 

  Customer Answer

  Date: 12/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  Z******* *****
  
  
  
  
  

• Initial Complaint

  Date:10/02/2023

  Type:Billing 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 encountered an issue with multiple attorneys within Metlife Legal's attorney network while seeking assistance for my case. It's worth noting that I reached out to over 15 of them. Unfortunately, during my attempts to contact them, none of them provided the help I needed. Instead, they seemed more interested in obtaining my membership number in order to charge for consultations. As a result, I had to engage an out-of-network attorney for my legal matter, incurring a total cost of $3,500.
  
  Upon filing a claim with Metlife Legal Plan, the team responsible for handling such claims did not reach out to me. They only reimbursed me $2,000, which I had already deposited into my bank account. This amount falls short of the $3,500 I paid for the attorney's services. Therefore, I kindly request that Metlife Legal cover the outstanding $1,500.
  
  However, if it is not possible to fulfill this request, I would appreciate a refund of the money I've spent on the plan so far, due to the unsatisfactory experience I've had. Please note that I still wish to maintain an active plan with Metlife Legal and will continue paying the premiums. I am simply requesting a refund of the expenses incurred thus far, as a gesture of goodwill in light of my subpar experience.

  

  Business Response

  Date: 10/13/2023

  Good Afternoon
  
  We have received the Complaint submitted by *** ********.  *** ******** enrolled
  in the legal plan through his employer and submitted a fee reimbursement for
  legal services provided by an out of network attorney for a personal legal
  matter.  When *** ******** initially submitted his request, we reimbursed
  him $2000 in accordance with the fee reimbursement schedule for his legal matter
  under his legal plan.  We have reviewed
  the additional information that *** ******** has subsequently provided and our
  Claims Supervisor has discussed this matter with him personally.  Based upon the same, we have agreed to
  reimburse him an additional $1325 that he incurred in legal fees with his attorney and *** ******** advised that this is a satisfactory resolution.  Our Claims Supervisor has provided
  *** ******** with her direct contact information in the event that he has any
  future questions or concerns.
  
  We believe that this resolves the pending Complaint.  Should you have any
  questions or need any additional information, please do not hesitate to reach
  out.  
  
  Regards, 
  ******** 

  Customer Answer

  Date: 10/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  ******** ********
  
  
  
  
  

• Initial Complaint

  Date:09/30/2023

  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 had a MetLife Legal plan through an employer. While working for the employer I was attempting to file a legal dispute against a former landlord. I received case numbers and referrals from MetLife Legal. I contacted a lawyer and began working with them. A few months later I lost my job due to downsizing. Now I have been contacted by the lawyer saying that the case numbers given by MetLife Legal are no longer valid and MetLife will give no information. I feel that MetLife Legal should follow through with what was started. Now I am having trouble even getting a call back from MetLife.

  

  Business Response

  Date: 10/13/2023

  Good Afternoon
  
  We have received the Complaint submitted by *** *******  Since receiving the Complaint, we have made multiple attempts to reach *** ****** via telephone and email and have not been successful in reaching him.  MetLife Legal Plans takes these matters very seriously and would like to speak with *** ****** to discuss his experience and provide him with assistance.  We will continue to reach out to him but would ask *** ****** to contact us so we can look into this matter further.  *** ****** may call us at ************** and ask to speak directly with Panel Management Team Lead, ********* ****, who can assist him with his matter.

  Should you have any questions or need any additional information, please do not hesitate to reach out.  
  
  Regards, 
  ******** 

• Initial Complaint

  Date:09/30/2023

  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 reached out to two (supposed) real estate lawyers from the list of Metlife Legal plan who were rude, condescending and just plain awful. Literally one responded to my e-mail, which greatly detailed the situation I’m dealing with, “What do you need a lawyer for?”
  
  I think contacted customer service via chat, explained the issue at hand; they were friendly and sent me a list of lawyers who do not specialize and realty AND one of them informed me they no longer accept Metlife Legal.
  
  Horrible service and lawyers. I’m definitely canceling after my next open enrollment and saving the money for something much more useful!

  

  Business Response

  Date: 10/16/2023

  Good Morning:
  
  We have received the Complaint submitted by *** ******  *** ***** is enrolled in the legal plan
  through his employer.  He was seeking to
  utilize his legal plan and was experiencing issues with locating counsel to assist
  him.   *** ***** reached to MLP for assistance and
  also filed the complaint with your agency.  Our special representative reached out to *** ***** to discuss his legal matter and determine what type of attorney he
  needed.  He explained the coverage that
  was available under the plan and advised that he would assist *** ***** in locating
  counsel for his matter.  Our representative
  personally reached out to attorneys in the area and identified an attorney who
  can assist *** ******  Our representative
  got *** ***** connected with the attorney and *** ***** was very thankful for his
  assistance.  *** ***** has our representative’s
  contact information and can reach out to him if he needs any additional assistance. 
  
  We believe that this resolves the pending Complaint.  Should you have any
  questions or need any additional information, please do not hesitate to reach
  out.  
  
  Regards, 
  ******** 

• Initial Complaint

  Date:09/11/2023

  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 trying to get in contact with my case manager for weeks to get my status update on my claim extension. My case manager ****** isn’t responsive and extremely unprofessional. I submitted ALL necessary documents for the extension for my short term disability. She hasn’t returned my calls! Then I’ll customer service to get my transfer over to her directly, she doesn’t answer. I am extremely frustrated! The case manager is unprofessional. She didn’t call to do the interview, to introduce herself nor tell me about my approval. I had to find out everything on my OWN online.

  

  Business Response

  Date: 09/21/2023

  Good Afternoon:

  We have reached out to Ikea ******** about the complaint that was submitted to your office.  The complaint that was received did not appear to be related to MetLife Legal Plans due to the nature of the complaint.  Upon our reach out, ******** confirmed via email that the complaint was mistakenly made about the wrong company and did not relate to MetLife Legal Plans. 

  We believe this matter should therefore be closed.  Should you need any additional information from us, please do not hesitate to reach out.  

  Regards,

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

  Customer Answer

  Date: 09/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service 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 filled out my own last will and testament using their online system. The documents just need to be notarized. I set an appointment months ago for today at 5. I logged in, took pictures of my photo ID and my wife's, then went to verify our info. Somehow their system has my wife's info wrong. Even though they have a picture of her ID and documents with our names/info. We tried to verify my wife's name, social, DOB, and address but it would not accept it. It then locked us out of trying again and told us to call them. We called and they said they couldn't do anything for us for at least 48 hours. What's the point of having us call then? Also, why have the system even let someone lock themselves out? Why not just tell them to call before locking them out for 2 days? So now we don't have an appointment and we get to play ******* roulette to try to get an appointment when they open them on Thursday morning each week. It's such a bad system and bad customer service. I paid for this service and I cannot even use it. My wife and I work full time so we need a time to sign our documents that is not in the middle of the day.

  

  Business Response

  Date: 09/08/2023

   

  MetLife Legal Plans was experiencing an issue with the third party vendor software used for recording video notary sessions at the time **. ****** had a scheduled session to complete the notarization of his and his wife's estate planning documents.  As the MetLife Lega Plans technical team was actively working to resolve the issues, cancellation and rescheduling of sessions was being taken hour by hour.  **. Redlin's appointment did need to be cancelled with the promise of being rescheduled as soon as the issue was resolved.

  **. ****** was emailed a response as soon as the issue was confirmed to be resolved by the technical support team.  He provided 3 options for when he and his wife were available to schedule a session to complete the notarization of their documents.  His first and soonest option of September 13 at 4:00 PST was accommodated.  See attached.  Every level of support available to successfully complete this session will be afforded to **. Redlin.

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  They provided a new time to make an appointment saying someone would assist us. Someone assisted us and we still could not complete the service we paid them for. We now have to take the documents we generated and go have them signed by someone else because their technology is poor and inadequate to get the job done. I would have saved time and money by just hiring a lawyer to create the documents for me. 
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:08/16/2023

  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 have submitted a detailed accounting of my use of an out of network attorney and then told that I didnt submit enough detailed billing from the beginning of me hiring out of network attorney for reimbursement. I resubmitted everything and I am not trying to provide other parties information at all. From what I read on the policies that are posted and received from MetLife I am entitled to be reimbursement the full amount which is $1800. I have emailed and faxed everything that is asked of me

  

  Business Response

  Date: 08/30/2023

  Good Afternoon
  
  We have received the Complaint submitted by Mr. ******.  Mr. ****** is enrolled
  in the legal plan through his employer and submitted a fee reimbursement for
  legal services provided by an out of network attorney for a personal legal
  matter.  MetLife Legal Plans has reviewed additional documentation that
  Mr. ****** has submitted to support his request and has reimbursed him the
  $1800 he sought for his covered legal matter. 

  
  We believe that this resolves the
  pending Complaint.  Should you have any questions or need any additional
  information, please do not hesitate to reach out.  
  
  Regards, 
  ******** ********

• Initial Complaint

  Date:08/09/2023

  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.

  Based on the MetLife’s legal fee reimbursement schedule, I am entitled to receive $1800 for hiring an attorney who worked on my case in January 2023. MetLife sent me a check for $400 on 6/10/23. Since that time, MetLife Fee Reimbursement Department has been playing a bureaucracy game delaying payment of the remaining $1400 by my insurance claim. I have provided them with comprehensive information on my legal case, and proof of legal fee paid to the attorney. Yet MetLife has not responded with either payment or reason for declining to pay the amount above.

  

  Business Response

  Date: 08/23/2023

  Good Afternoon
  
  We have received the Complaint submitted by *** ***********. 
  *** *********** enrolled in the
  legal plan through his employer and submitted a fee reimbursement for legal
  services provided by an out of network attorney.  MetLife Legal Plans reviewed the
  reimbursement request and found that it related to a criminal matter for which
  he did not have plan coverage.  His plan
  does, however, provide up to four hours of coverage for non-covered matters and
  we therefore reimbursed him the $400 available under the plan for that
  service. 

  
  *** *********** submitted a fee reimbursement appeal that was pending at the time that he
  submitted the instant complaint to the BBB. 
  In the appeal, *** *********** asserted that he believed the
  matter qualified as a civil litigation defense matter and should be
  covered.  We have responded to *** ***********’s
  appeal and this complaint and further explained the coverage available under the
  plan and that the review of the legal documents he provided to us reflects that
  his matter was criminal in nature and not covered under the plan.  We advised him that if he had any additional
  documentation that reflects that he had a civil litigation matter that we would
  be happy to review the same to determine if any additional reimbursement was available. 

  
  We believe that this resolves the
  pending Complaint.  Should you have any questions or need any additional
  information, please do not hesitate to reach out.  
  
  Regards, 
  ******** ********