Complaints
This profile includes complaints for LegalShield's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 347 total complaints in the last 3 years.
- 124 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:06/17/2025
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.
LegalShield charged me $59.95 on April 9, 2025, I have never reached out to this company before and have no documentation of receiving any kind of services from them. By their own account, they have no membership associated with any of my information, but they did ask my over the phone for full 16 digits of my debit card which I have never had any reputable company ask for as means of identification.
They issued the following additional charges to my account:
April 9th, 2025: $34.95
May 12th, 2025: $34.95
May 12th, 2025: $59.95
On Jun 2nd I received an unprompted refund for $69.90, which according to my bank was a combination of the two $34.95 charges combined and a separate refund of $59.95, leaving all but the initial charge of $59.95 refunded.
I never reached out to LegalSheild to initiate a refund because I wasn't aware of these charges until 6/16, this company was charging and refunding my accounts on random dates over the span of almost two months without my knowledge or consent. I disputed the charge with my bank, in addition to a refund I want other consumers to be aware that this company is fraudulently conducting business and attempting to further collect sensitive information.
For a company posing as legal advice you'd think they'd know better than to steal from people, but their long history of BBB claims against them shows a pattern of behavior that indicates otherwise.
Business Response
Date: 06/23/2025
Response in attached document. Thank you.Initial Complaint
Date:06/16/2025
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 hope this letter reaches you in good health and spirit. The reason for my complaint is I had to recent issues that I needed Legal assistance one of with BOA they sent a letter and received a resp but you can tell by the letter it is just a generic response and when I called the number on the letter it was not even the correct department so that proves more it was just a generic letter to give a response. I called regarding the response and calling the number that was given on the letter and I was treated very rudely saying they wrote a letter and it’s nothing further they can do. I feel that is incorrect because the response was a generic response and when I called BOA they had no clue why I was calling and then they tried to explain why my card was closed which I already knew why. I don’t feel Legal Shield is really helping me in this matter just telling me BOA has a right not to open my card back up. The thing is you can tell the letter that was sent by Legal Shield to BOA was never read or correctly acknowledged. Instead of listening to what I’m saying they just gave me a response that BOA can do that. It’s like I’m wasting my money monthly and not taken my situation seriously. The other issue is regarding SunShine Daycare even though I resolved the issue and received part time care for my daughter and was accommodated because of my disability. The lawyer I spoke with didn’t know what she was talking about she said I probably wouldn’t get part time daycare because it’s not like I’m on dialysis but that response made no sense because I have a disability I don’t have to be on dialysis to receive daycare. I was asking to be accommodated for part time daycare because I can only work part time because of my disability and I receive SSDI. I just really would like to be listen to, given respect and understanding of my matter correctly and the lawyer I’m speaking to doesn’t understand please give me someone that does so I can get the legal help that I’m paying for.Business Response
Date: 06/18/2025
Response in attached document. Thank you.Business Response
Date: 07/15/2025
Response in attached document. Thank you.Customer Answer
Date: 07/17/2025
Complaint: ********
I am rejecting this response because:I hope all is well. I believe the generic responses from Bank of America warrant a civil complaint. I never stated it was legal shields fault for the generic responses I just feel that it should be referred to an attorney regarding the whole matter so I can use my 25% membership discount. Thank you for your time. Have a wonderful day!!
Sincerely,
******* ******Initial Complaint
Date:06/15/2025
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 repeatedly requested to be removed and refunded by this company. They conveniently never respond to my request, but send nonstop billing request and threats. I've contacted my bank and filled several complaints, to which I've never received a response. I never used this service but they refuse to remove me.Business Response
Date: 06/18/2025
Response in attached document. Thank you.Initial Complaint
Date:06/12/2025
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 clearly advertises that they cover civil litigation defense and write letters. I was sued for old debt. I contacted them. They gave me an attorney. Before the attorney even reviewed any documents he told me in order for them to help me in any way I need to hire them. I explained that this goes against the policy I paid for. I contacted Legal Shield. They informed me that clause 14 of the contract I signed states that if the attorney feels they cannot prevail then I only get a 25% discount on hiring an attorney and no further assistance.
This goes against all Legal Shield advertising and their information on their website stating that they handle credit card defaults, writing letters, and advising buying extra hours of civil defense. I took screenshots.Business Response
Date: 06/18/2025
Response in attached document. Thank you.Initial Complaint
Date:06/11/2025
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 was given an exhaust letter after it didn't work out with three reference attorneys. The first one didn't express confidence and I was given the impression that I would do most of the case building myself for some hefty fees. The next two follow ups had bad reviews online expressing that either they: were extremely poor communicators or, that they lost. And there were a lot of these negative reviews. I called in to express these issues and was told that I would be given another referral.
Don't say you're going to give me another referral and then don't do it. If you're not going to be able to do it, don't say it. Stop giving me the run around. Play back the audio of the call.
I especially don't like being reached out to by Kara the referral manager only to not be called back in a timely fashion. Why can't I leave her voicemail? So, I can get phone tag voicemails from her, but I can't leave her a message.... only an email sent by someone else after being on hold another fifteen minutes when this has dragged on and on.
I would like a decent referral to a competent immigration attorney for our issue.Business Response
Date: 06/18/2025
June 18, 2025
Better Business Bureau
Attn: ***** ********
** ***** *****
******** ***** ** *****
RE: ****** ******* Complaint Case No. ********
Member Number: ***********
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Mr. *******
was provided with an attorney, and he requested a different attorney. No other attorneys were willing to take Mr.
*******’s case.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
***** *********
Sr. Director, Provider & Member Resolutions
Pre-Paid Legal Services, Inc.Customer Answer
Date: 06/19/2025
Complaint: ********
I am rejecting this response because: the response is absurd. The customer service person stated that they would give me another referral. Just read the attorneys reviews, please, before you send another one. Texas is a huge state. Your response is incorrect.
Sincerely,
****** *******Business Response
Date: 07/07/2025
June 30, 2025
Better Business Bureau
Attn: ***** ********
** ***** *****
******** ***** ** *****
RE: ****** ******* Complaint Case No. ********
Member Number: ***********
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Mr. ******* was provided with three referrals, and he declined all three. Mr. *******’s legal matter is subject to
professional judgment and a separate attorney-client contract. His membership benefits have been provided, and
he has exhausted any further referrals on this same matter.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
***** *********
Sr. Director, Provider & Member Resolutions
Pre-Paid Legal Services, Inc.Customer Answer
Date: 07/07/2025
Complaint: ********
I am rejecting this response because: your customer service representative stated they would give me another referral after I told them about the horrible reviews the referred attorneys have online for: not communicating and losing cases. You could have done due diligence before sending the horribly rated reviews and you could have sent another referral from somewhere else in the state of Texas. I would like a refund for my LegalShield membership due for not doing what you stated you would.
Sincerely,
****** *******Initial Complaint
Date:06/08/2025
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 am having trouble getting my legal shield account CANCELED.
As the company requires a written request, I submitted an email request for cancellation on 5/14/25, and I received a confirmation email. I again emailed on 5/15 and received the same automated confirmation.
I called on 5/19/25 and spoke with a customer service representative who stated they had received my request, and it would take 15 days for my account to be canceled.
It has now been over 15 days and my account has been active. I am set to be charged on 6/13 and I want my account canceled before my credit card is charged.Business Response
Date: 06/18/2025
Response in attachment. Thank you.Initial Complaint
Date:06/06/2025
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.
I signed up for Legal Shield Services with a man named ****** *****. I requested personal and business coverage. He signed me up for the wrong membership, where I have been paying $34.95 for the last 12 months. When I signed up, he stated I couldn't sign up online, I had to do everything over the phone. Finally, after paying for what I agreed to for the last 11 months, I call to use my business membership to review a contract; where I found out quickly, I was paying for something for the last 12 months I never agreed to paying for. I feel completely scammed and am demanding all my money back for this membership, I never knew about nor agreed to,Business Response
Date: 06/16/2025
Response in attached document. Thank you.Initial Complaint
Date:06/06/2025
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.
I paid for a membership to help me with eviction and the sale of my home by fraud and they said they couldn't help me leaving me to represent myself in court on June 10, 2025. All they do Is charge you for finding a lawyer and even then the lawyer turns you down and passes you on to another attorney that does nothing. I feel ripped off and need my money back especially at this time.Business Response
Date: 06/09/2025
Response in attached document. Thank you.Customer Answer
Date: 06/13/2025
Complaint: ********
I am rejecting this response because: services that were explained I would receive were not met therefore Legal Shield did not supply any legal representation and I am now losing my house after being sold by fraud. I feel ripped off yet again I now need my money refunded for services not rendered
Sincerely,
******** ******Initial Complaint
Date:06/05/2025
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 $30.00/month for services, since late 2023. They are: 1) Misinforming 2) Lack Knowledge, 3) Unhelpful-Discourteous, 4) Lack listening, comprehension & 5) are Rigid, Argumentative, Defensive, when Corp. complaints are brought to their attention.
Attorney ****** was horrible, refused to provide a verbal, and or/written inquiry on my behalf, to the library to assist me with getting written clarification that the 90-day business ban from 03/2023 (close to 2 years ago), was lifted to ensure it was okay for me to return to the business. After informing ****** there was a disconnect between what the business security management verbally informing me on the telephone that the ban was lifted-- and my actually calling their customer service to find out contrarily that the ban was still intact on their end, Mr. ****** told me he refused to contact the company on my behalf because he "didn't know me," as if him knowing me as a client was a requirement, or criteria to assist me, and then he falsely assumed I wanted an aggressive character reference/demand letter be sent to the business, which is a gross misinterpretation of my request, and he blatantly refused without further communication clarity, to comprehend my request, and simply became combative and hostile. His boss Ms. Kim Jones, sent me a reprehensible letter when I escalated my complaint to her. They made the task of trying to assist me, or lack thereof, seem overly intrusive and I am still loss. Whenever you call corporate, I will say both the guy and the lasts lady I talked to are rigid like you are their kids, or a baby and the lady refused to let me speak to a supervisor, inappropriate predicting her immediate supervisor had less power than she had, and could not help me. It is against customer service standard practices for a phone rep to refuse letting a customer speak to a supervisor and misstating that their supervisor can do more than themselves. Breach of contract on their partBusiness Response
Date: 06/09/2025
Response in attached document. Thank you.Initial Complaint
Date:06/04/2025
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.
Bought a one year advanced premium membership yesterday. Without any warning or explanation, now being inexplicitly told my membership was cancelled. The appearance is retaliation for having made a complaint about significant gaps in service timeliness and quality. Agreement was already reached that I would pay for a year's service in exchange for forgiveness of material issues. Assistance requested, especially as this appears improper, retaliatory, and overall in bad faith.Business Response
Date: 06/09/2025
May 30, 2025
Better Business Bureau
Attn: ***** ********
** ***** *****
******** ***** ** *****
RE: ****** ******** Complaint Case No. ********
Member Number: ***********
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Upon receipt of this Better Business Bureau Complaint, we have reviewed the membership file. Mr. ********
was never charged an annual payment. LegalShield emailed and sent by regular mail, a notice of Cancellation or
Non-renewal of Contract as outlined in the General Provisions of the membership. The provision states in part:
“The Company may cancel this Contract if the Provider Law Firm determines that access to and
necessary interaction with the Member is severely limited. The Company may cancel this Contract if the
Provider Law Firm determines that the Member is unable, unwilling, or incapable of accepting or understanding
legal advice and Services. The Company will provide written notice to the Member of any such cancellation.”
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
***** *********
*** ********, Provider & Member Resolutions
Pre-Paid Legal Services, Inc.Customer Answer
Date: 06/09/2025
Complaint: ********
I am rejecting this response because:These statements are false and open the company to defamation. As a first year law school school student, I understand the law. In fact, I understand it so well that you became angry at me when I pointed material errors of facts and errors in law that both you and the law firm provided. Your law firm literally sent demand letters that contain the most basic errors of law, such as citations that were not on point.
Contract law does not allow for an illusory promise. And having such a provision that allows you to cancel for any reason you feel like is in fact, an example of an illusory promise. Canceling the contract out of retaliation because the client knew more about the law than you would be a public policy defense against the cancellation.
The expectation is that you stop breaking the law and honor the original agreement.
Sincerely,
****** ********Customer Answer
Date: 06/16/2025
Law firm dumped me but is refusing to "close the loop" on cases. I have cases where the opposing parties will not speak to me because they claim I am represented by counsel. I have repeatedly stated I am not, that I am using legal shield. They will only accept it directly from the law firm. Legal Shield improperly dumped me as a client, and now the lawyers won't even have the courtesy of informing opposing counsel that they do not represent me. This is not acceptable. Please have the attorneys send the opposing counsel that they no longer represent me. The cases are: 1. *********** ************* I REPEAT. THE ATTORNEYS MUST FORMALLY INDICATE THAT I AM NOT REPRESENTED BY THE LAW FIRM. YOU ARE PREVENTING ME FROM GOING FURTHER IN THIS CASE. YOU CAN'T BAIL AND NOT AT LEAST TELL OPPOSING COUNSEL YOU DO NOT REPRSENT ME.Business Response
Date: 07/01/2025
July 1, 2025
Better Business Bureau
Attn: ***** ********
** ***** *****
Oklahoma City, OK 73102
RE: ****** ******** Complaint Case No. ********
Member Number: ***********
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
Mr. ********’s membership was paid monthly, not annually. LegalShield does not retaliate against any member
who makes a service concern and has worked on several service concerns with Mr. ******** over the course of
his membership. Mr. ******** received the services available under his membership, received notice from
LegalShield of the cancellation as outlined in the membership, and a courtesy refund of one month’s
membership was given.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
***** *********
*** ********, Provider & Member Resolutions
Pre-Paid Legal Services, Inc.Customer Answer
Date: 07/01/2025
Complaint: ********
I am rejecting this response because:The business mis states the facts. The business, specifically the law firm, has provided faulty legal services. They made misstatements of both fact and law. They sent letters without approval. I was within my rights to hold them accountable for their basic gaps in aptitude and express dissatisfaction for unsatisfactory services. More importantly, as already stated, this constitutes an illusory promise. You cannot just give yourself any way out you see fit. Finally, breaking a contract out of retaliation constitutes bad faith, which all contracts prohibit.
This "response" is categorically rejected.
Sincerely,
****** ********Business Response
Date: 07/03/2025
July 3, 2025
Better Business Bureau
Attn: ***** ********
** ***** *****
******** ***** ** *****
RE: ****** ******** Complaint Case No. ********
Member Number: ***********
Dear Ms. ********:
This letter is in response to the above referenced individuals’ complaint.
The Provider Law Firm reserves the right to make independent professional judgments about the provision of
any services under the membership contract. LegalShield will in no way influence or attempt to affect the
rendering of professional services by the Provider Law Firm. We would also like to reiterate that the
membership was cancelled according to the provision of the membership contract. Assuredly no retaliation has
been made. We’ve worked with Mr. ******** on many concerns.
Should you have any further questions regarding this matter, please feel free to contact our office.
Respectfully,
***** *********
*** ********, Provider & Member Resolutions
Pre-Paid Legal Services, Inc.Customer Answer
Date: 07/07/2025
Complaint: ********
I am rejecting this response because:response, lack of factual and legal basis. As repeatedly articulated, it is retaliation and the illusory promise and is not binding.
Sincerely,
****** ********
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