Complaints
This profile includes complaints for LegalShield's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 348 total complaints in the last 3 years.
- 121 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:08/28/2025
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 purchased a LegalShield membership that included the Gun Owner Supplement. While I was a member, I was referred to attorneys for legal issues, but those attorneys did not provide the promised services. Despite paying them directly (in addition to my monthly LegalShield fees), my cases were left unresolved and dismissed without prejudice. LegalShield did not provide the coverage I paid for.
In addition, I have repeatedly requested a copy of my membership contract over the past two years. LegalShield has refused to provide me with this, claiming I am no longer a member and therefore not entitled to it. This refusal has continued into the past 12 months.
My complaint is based on failure to provide contracted services and ongoing refusal to provide requested documents, not on buyer’s remorse or pricing. I am seeking accountability, refund of fees paid for services never delivered, and a copy of my full membership contract.
Business Response
Date: 09/09/2025
Please see attachedInitial Complaint
Date:08/27/2025
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.
Dear LegalShield Customer Service,
I hope this message finds you well. I am writing to request that my LegalShield account be temporarily frozen for a period of two months due to serious health issues.
I am currently experiencing complications from a 7 mm kidney stone, which has caused severe pain, vomiting, and has left me unable to work. I also have upcoming surgery and will require time for recovery.
This situation was unforeseen and can happen to anyone. I kindly ask for your compassion and understanding in granting this temporary freeze so that I can focus on my health without additional financial or administrative burden.
I want to emphasize that I truly appreciate having LegalShield and would like to continue my membership; I just need a temporary freeze during this difficult period. I would greatly appreciate confirmation of this freeze in writing.
Thank you very much for your time, consideration, and understanding.Business Response
Date: 09/04/2025
Response in attached document. Thank you.Business Response
Date: 09/17/2025
Response in attached document. Thank you.Customer Answer
Date: 09/21/2025
Better Business Bureau:
Dear Ms. ********,
I am writing to acknowledge and thank LegalShield for providing written confirmation of the permanent hold on my account. I truly appreciate their prompt attention, understanding, and assistance in this matter.
I am grateful that my account is now correctly documented under my legal name, ******* ******, and I value the support I have received during this difficult time.
Thank you again for your time, consideration, and professionalism. I look forward to resuming my membership when I am able.
Sincerely,
******* ******Initial Complaint
Date:08/27/2025
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 started my LegalShield membership on 7/18 and submitted a consultation request on 7/21. Their website allows you to choose “as soon as possible,” which states you will be contacted within 8 business hours. Instead, I was not contacted until 7/24.
When I was contacted, I did not receive meaningful legal assistance. The assigned attorney (Attorney J) asked, “What do you want from us,” but did not provide an explanation for why they could not help. Repeated attempts to get clarification were unsuccessful.
Over the following month, I tried to resolve the matter with LegalShield by submitting additional complaints, but I did not receive a resolution. I requested another attorney but was told a second attorney had reviewed my case and agreed with the first one—without ever allowing me to speak to them.
I eventually submitted another consultation request for the same issue and finally received proper assistance (a referral to another attorney). However, this process took nearly a month, during which I paid for two months of service but effectively only received assistance for one case. This delay weakened my case because I missed deadline.Business Response
Date: 09/02/2025
Response in attached document. Thank you.Business Response
Date: 09/10/2025
Response in attached document. Thank you.Customer Answer
Date: 09/11/2025
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:08/27/2025
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.
WAS CHARGED FOR A YEAR OF SERVICE AFTER i REQUESTED A CANCELLATION OF SERVICESBusiness Response
Date: 09/02/2025
Response in attached document. Thank you.Initial Complaint
Date:08/26/2025
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.
In December of 2020 I called to cancel my plan with this company, but recently I noticed a charge from them on my bank statement. I called the company and they confirmed that they have record of my cancellation request but they did not proceed with cancellation because they did not receive a follow up email. I was never told that I needed to send a written follow up, nor was I provided with any email address to send this email to. The response I received from the customer service rep is it is my responsibility to check my bank statements if I did not want to continue getting charged. While I can understand that yes I should have been more aware of the $37 monthly charge, but they are completely avoiding any responsibility when they have record of this request.Business Response
Date: 08/29/2025
Response in attached document. Thank you.Initial Complaint
Date:08/23/2025
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 signed up up for legal shield advantage in June 2025 and qualified for their fast start bonus within the the first 2 weeks. They have refused to pay as promised and keep giving excuses, stalling, and refusing to pay the promised bonus while still expecting me to pay their monthly fee while they manually review my bonus. Charging me money and not paying what I’m owed.Business Response
Date: 08/26/2025
Response in attached document. Thank you.Customer Answer
Date: 08/29/2025
Complaint: ********
I am rejecting this response because:As you see in the photo above legal shield, confirmed my fast start qualification and still denied me the money that they promised
Sincerely,
******* *****Business Response
Date: 09/02/2025
Response in attached document. Thank you.Initial Complaint
Date:08/20/2025
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.
Attempted to cancel subscription over the phone, but told that a 30-day financial hold would be placed on my account and that I would have to do request this by email, so I did. No confirmation of cancellation has been sent by email, even though customer service representative in charge of cancellations assured me that it would be cancelled and that I would receive an email to that effectBusiness Response
Date: 08/22/2025
Response in attached document. Thank you.Business Response
Date: 08/25/2025
Response in attached fileInitial Complaint
Date:08/19/2025
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.
This company will definitely charge my account because they don’t care about their customers. I see that there’s thousands of issues with the billing and exploitation in regards the subscriptions and no one being able to cancel due to inaccurate information about cancellation, dating back many years. I started my subscription on Aug 6, 2025 and attempted to cancel Aug 15, 2025 by phone call and written email at obviously the email from the prerecorded line that no customer support agent cared to tell me about and a cancellation policy buried under misleading “frequently asked questions.” Essentially I will be charged again and there is absolutely nothing I can do to stop this charge, like really nothing. All customers are at the mercy of their automated email responses and pre recorded line. The service sucked, their connection cut out for multiple hour and I didn’t get any help. But who cares I just want my subscription cancelled. I’ve read all the similar responses and I expect the same automated response here.
To whome this complain might concern, we both know that they are aware of this and we can see the issue appearing multiple times on a basic google search or on here. I find it concerning this company got a A+ lol. Also the reason it’s subscription based is because the banks can’t stop them from taking your money essentially. I came to this conclusion after talking to my bank. So as a preface, some companies have good faith and some clearly don’t. This is my first time being in the game of consumer versus Evil predator business model, and it checkmate, all done by legal shield. I mean if they wanted the problem fixed it would be, simply by having an unsubscribe button on the app or website after you log in which is a form of ID verification. They claim they need it in writing for ID verification but let’s be honest, illogical.
I want my account subscription to legal shield to be cancelled with written confirmation that they did cancel it.Business Response
Date: 08/21/2025
Response is in attached document. Thank you.Initial Complaint
Date:08/15/2025
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 have had this so-called "service" for over 8 years. In that amount of time, they have NEVER sent me an ID update or other information until the first week of August, 2025 when I called to complain and close out my account with them.Business Response
Date: 08/20/2025
Please see response in attached document. Thank you.Business Response
Date: 08/27/2025
Response in attached document. Thank you.Customer Answer
Date: 08/28/2025
Complaint: ********
I am rejecting this response because: There is more to this story than just canceling my membership which should have been done with less harassment and hassle than your business provided. I feel I have been unjustly wronged and deceived by your business. My best result here would be to reduce your BBB rating and return funds from at minimum six (6) months of payments to your company when you did not perform as you advertised in alerting me of identity breaches.
Sincerely,
******* *****Initial Complaint
Date:08/12/2025
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 attempted to cancel my LegalShield account and was subjected to aggressive and repeated high-pressure tactics from customer service. On four separate occasions during the same call, the representative attempted to dissuade me from canceling, refused to confirm she understood my request or that it would be processed, and ultimately transferred me to an automated line.
The automated system stated that a hold would be placed on my card for 30 days and that I must email or fax a written cancellation request. Requirements are not disclosed on LegalShield’s website, forcing customers into unnecessary and unpleasant interactions.
I find these practices deceptive, obstructive, and unacceptable. I am requesting immediate written confirmation of cancellation and assurance that no further charges will be made to my account. I have submitted an email request dated 8-12-2025.
Desired Resolution:
Immediate account cancellation and written confirmation.
No further billing.
Review and correction of misleading cancellation procedures.Business Response
Date: 08/15/2025
Response is in attached document.Business Response
Date: 08/24/2025
Response in attached document. Thank you.Customer Answer
Date: 08/25/2025
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 my case. I strongly urge that there is an investigation into their practices in regards to cancellation so that no other consumers are affected, or worse, taken advantage of in closing an account. While I may stand up for myself, others may feel intimidated by a legal service behaving in this manner. They were comfortable being argumentative, aggressive, and non-responsive. Their final response should have been their immediate response and not one that required support from your agency to solicit from them.
Sincerely,
***** *****
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