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:06/19/2025

  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.

  My mother ******* ****** was a victim to the ***** Fire located in **********, **. The house was burned along with most belongings they could get after immediate evacuation. PG&E were at fault for this large fire. My mother ******* ****** now suffers PTSD and she also suffers from Mental illness. My mother ******* ****** was paid out by her attorney to her and she was not sure if she wanted a trust or invest. Sorry to say she decided to go with Legacy Enhancement Trust. She was absolutely misinformed. We have been lied to and there is no transparency. They are quite rude and they do not act in a professional manner. They are completely ignoring us and they are asking for us to refer back to the Attorney handling PGE fire. I contacted them and they could not help me. I decided to contact our own attorney. If you check out the reviews on this company on the BBB website. All clients are having issues with Legacy. Most cannot afford a attorney so their money is being held by this Organization. We need help here. We want answers and we need to look into if this is all legal?

  Business Response

  Date: 06/20/2025

  Thank you for sharing information about Deborahs settlement.  Unfortunately, Legacy Enhancement is not always provided with specific information pertaining to the settlement reason.  We are sorry that ******* went through that very scary ordeal.  Regardless, we are always empathic to our beneficiaries, regardless of the reason. 
  
  Specifics regarding Deborahs trust:
  It was funded on February 6, 2025.
  It was established to preserve Deborahs means-tested benefits.
  Welcome calls were attempted with ******* on February 2nd at 12:36 pm and February 18th at 9:09 am.  Both attempts yield no success. Voice mails left both times with Intake Specialist name & call back information. 
  Welcome packet was sent on February 7th. ******* would have received our Manual all the allowable/restricted items sometime during the 3rd week of February.  That manual also outlines in detail how to access the funds in the trust account.  In this packet also was also the direct contact information for Deborahs Trust Officer.
  
  Some additional important information:
  On February 18th, the Trust Officer spoke with Deborahs sister.
  Her sister is listed on the joinder agreement as an allowable contact.   
  She is in fact the only other person listed on the document as being someone that could talk to the Trustee on Deborahs behalf.  To add a new person to the account, the form would have to be signed by *******.  Not the party wanting added.
  During this conversation she had confirmed that the phone number that we left messages at was correct and that the address we had on file was correct.   
  
  On February 21st, the Trust Officer spoke to your mother again.  ******* spoke about some things that she wanted to do with the trust money.  However,  and more specifically her conversation was focused on the spend down she had taken. She reported to the Trust Officer that money was deposited for a spend down into her personal account during the second week of the February.   ******* was upset that she did not know how the spend down worked. She expressed that she did not know the time constraints for spending & reporting.  Although we understand and empathized with her frustrations, it was out of our control.  The spend down is done outside of the trust.  The trust officer attempted to explain what she needed to do for the spend down despite it being outside the confines of the trust.
  
  On April 1st Deborahs son reached out to Legacy Enhancement.  Deborahs son is not listed on the joinder agreement as a person we can speak with.  Deborahs son reported that they decided that they did not want the trust & would rather invest the funds someplace else.  The TO advised that if we release the funds (after we go through the process of closing), that ******* would lose her Medicaid.  At this time, the Trust Officer did in fact explain the amendment we have in place to close the trust.  It was expressed that the process could take up to six months to receive the results.  The timeframe is state dependent. The information was sent to the son to review for informational purposes only as we cannot take direction from someone other than ******* or who she designates on the joinder (only her sister).  The other option was shared was to go to hire an attorney to close the trust with the courts.  The first option (the amendment) was explained as only being $1000.
  
  We have made attempts to reach out to ******* herself to talk about this.  We have not made contact.  When ******* reaches out to Legacy Enhancement, we will be happy to explain again.  Should she wish to have someone on the call with her to further understand, that too is acceptable. 
  
  We return all calls & return emails promptly.  Our contact database and phone system records calls & logs emails to ensure that this is the case.Also to help ensure that our staff are acting in a courteous and professional manner. 

  Customer Answer

  Date: 06/25/2025

  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.
  

   

  We have retained an attorney as I am not allowing my mother to go through this process mentally. We also are not receiving any response or cooperation from Legacy. I have documentation showing that Legacy records are false. Our attorney has all documentation to back up our complaint. Our attorney has sent a letter but we are still not receiving a response from Legacy. If we are unable to resolve this issue in favor of *******, we will proceed further. Thank you

  I will be happy to inform BBB the outcome of this complaint..

   

   
  Regards,
  
  ******* ******

  Feel free to contact me directly at ************

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

   

• Initial Complaint

  Date:07/12/2024

  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 am a beneficiary listed for my younger brother’s trust fund with Legacy Enhancement. This company has been nothing short of a complete nightmare for my for disabled brother. He has to jump through hurdle after hurdle to receive money he is entitled to. Due to the negligence of this company they have had his disability benefits terminated. As a direct result of this he has to pay back money to social security administration. They have invested his money in things we have no knowledge of. They have failed to cooperate with paperwork that states he is to have open access to his funds at age 18. He is now about to be 21 years of age. We have been given false information about turning in receipts “due to social security purposes”. It is has been confirmed by the social security administration upon termination of my brothers disability benefits that they don’t ask for receipts due to the type of account these funds are placed in.

  Business Response

  Date: 07/22/2024

  The author of this complaint is not the “Beneficiary” of the
  trust.  The person for whom the trust is opened for is the
  beneficiary.  Therefore, the beneficiary of the trust is *** * (leaving
  out full name). The trust belongs to him. The funds are for his sole
  benefit.  The “grantor” of the trust is the person/persons who set up
  & executed the trust.  In this case, the grantors are listed as the
  beneficiary’s parents.  The parents did access the trust for the first few
  years after establishment.   Then the beneficiary’s sister (the
  author of this complaint), took over his care.  Regardless, it does not
  change the beneficiary or the grantor of the original trust. 

  The trust that was established to
  protect & preserve means-tested benefits for *** *.  It is a Pooled Special
  Needs Trust.  The trust documents are on file & were completed by the
  parents (grantors).  The trust is indeed irrevocable.  It does not
  expire, and representatives at Legacy would have never indicated that that it would due to the trust
  type. 

  The beneficiary of the trust has had full access to the trust since
  it opened.  The disbursements from the trust have & must be for the
  sole benefit of the beneficiary.  Since the trust has opened in 2018, the
  beneficiary has had access to over $76K for requests made for his sole benefit
  by either the grantors or his sister.  To receive funds from the trust,
  the beneficiary (or their guardian) must provide the appropriate documentation.
  These are rules from not only Social Security but also our auditors. 
  Should disbursement requests not be fulfilled, it is because there is a
  lack of requested documentation.

  Regarding Social Security Eligibility:  The last full
  letter that Legacy Enhancement was forwarded from the Social Security
  Administration was dated 10.13.2021.  The full letter was sent to Legacy
  by the author of this complaint. The account listed as having the overage in this letter was not
  Legacy Enhancement Trust but another company.  The amount listed in that
  letter is indeed reflecting an overage of a significant dollar amount.
  However, that overage is not due to the Legacy Enhancement Trust as it is being
  stated. 
  
  Legacy Enhancement has completed and submitted multiple
  Social Security packets on *** *’s behalf.  We have not received any
  documentation from the author of this letter outlining the trust is the reason
  for the loss of benefits.  All correspondence received has been incomplete
  or cut off. 
  
  Legacy Enhancement helps to protect & preserve these
  means-tested benefits.  However, it is imperative that the
  appropriate/accurate information is shared with Legacy for us to provide Social
  Security with the information needed to maintain these benefits. It is
  important that received letters are forwarded to Legacy Enhancement in a timely
  manner. Social Security imposes deadlines for all responses/submissions. 
  
  We have always been able to preserve benefits or reverse determinations when the
  information is forwarded to us.  Without the information, we are not able
  to respond. To that point, if our submitted responses do not provide Social
  Security with the information necessary to preserve these benefits, we will get
  our corporate attorney involved to assist with case.  We cannot do this
  however, when insufficient information is provided.

  
  

  Customer Answer

  Date: 07/23/2024

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ******** ******

• Initial Complaint

  Date:11/07/2023

  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 hired this company to be the trustee of my daughter’s minor trust fund. This company is giving out false information, in particular there is a list of approved and unapproved items that the trust can be used for but when asking about the process, approved items are quickly unapproved. The company lied to get me to decide to choose their company. The person who signed me up mysteriously doesn’t work there anymore and I’m given evasive answers about what her position was and who now holds that position. The trust officer and her supervisor are providing false legal information to me and anytime I have a question I get short snarky and unintelligible answers. I asked to have my trust officer reassigned and was told that it was not possible. I asked who my attorney could contact at the office and was denied any contact information.

  Business Response

  Date: 11/09/2023

  This is a Minors Pooled Trust.  The Minors Pooled Trust
  (MPT) was established to protect & preserve the money belonging to the
  minor.  The minor in this case is five years old. 
  
  Legacy’s MPT is chosen by many courts and judges across the
  United States due to the protective nature of the trust and its ability to
  preserve funds for the MINOR to have and use later in life.  Afterall the
  funds were awarded to the minor.  According to the guidelines of MPT,
  funds can only be released for health & education up until the age of 18 at
  which time the trust can assist with additional needs but on the direction of
  the now adult beneficiary. 
  
  Attached is a list of Allowable & Restricted Purchases for
  our MPT.  This list is again approved by the guardian ad items, courts
  and judges across the United States due to its restrictive and protective
  nature. According to the guidelines established at Legacy Enhancement the
  following applies:   Distributions will not be made if determined
  that the item should be categorized as one of parental responsibilities of
  support.  Providing for a child’s basic needs (food, water, shelter) are
  those of parental responsibility. 
  
  It is Legacy’s stance that a minor should not have to
  purchase a vehicle or home for his or her family.  Legacy is always
  willing to review each case individually. Legacy had already made an exception
  for this MPT to the guidelines by releasing funds for the entire cost of the
  vehicle from the Minor’s trust rather than just assisting with allowable
  transportation expenses (gasoline assistance, etc.).  In this case the
  five-year-old minor bought a vehicle. Releasing funds from a five year’s trust
  to purchase a home for the family is not one that we can permit. 

  Feel free to contact Judy H*********** Operations Manager, ************

  
  

  Customer Answer

  Date: 11/09/2023

  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.
  
  
  
  This company has provided a false response for reasons given about why a minor's trust cannot be used to purchase a home. I have attached my email responses which display the company given out false legal information and a completely different reason for why this trust can't purchase a home. Also, I asked to have my trust officer changed, was told this was not possible. That issue has still not been addressed. I also asked for a contact for my attorney to discuss these issues and was not given the information. I have also attached the allowable/unallowable purchases list that is displayed on the website. This company is dishonest and still has not addressed the issue.
  
  
  
  Regards,
  
  
  ****** *****

  Business Response

  Date: 12/12/2023

  The beneficiary in this case is a Minor. She is four years old. She has a Minors Pooled Trust. The list of allowable & restricted items for a Minors Trust is attached for reference. The list was attached by the parent is for our Pooled Special Needs Trust.
  
  The minors trust can assist with Health & Education up until the age of 18 at which time it will become less restrictive.
  
  
  The parent is referencing the POMS in her email chain that is attached. POMS is irrelevant in this case because the beneficiary does not have a Pooled Special Needs Trust. She has a Minors Trust. The rules of POMS do not apply to a Minors Trust. The rules of the Minors Trust are created & established by Legacy Enhancement. Judges & courts across the United States use our Minors Trusts because of their restrictive nature.
  
  Judy H**********

  Customer Answer

  Date: 12/12/2023

  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.
  
  
  Legacy Enhancement continues to be dishonest and lacks accountability for their false advertising . In the last attachment that I sent, that allowable/non allowable list is posted on their website for both types of trusts. Again, I have asked this company to both change my trust officer and to take down their false advertisement as it scams people into choosing their company as it did me. I would have never chose this company if I knew they were going to be this dishonest so early on in our relationship. Legacy Enhancement continues to curtail and ignore the issues set forth in my complaint and still offers no resolution but instead bogus justifications that include inaccurate information and more dishonest answers.

   
  
  Regards,
  
  
  ****** *****

• Initial Complaint

  Date:08/23/2023

  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.

  So my child who is a minor (15yrs old) has a account there and I'm in the process of buying a house and was told and it's in the current manual as well as a contract has been signed stating that funds can be used to pay my son's portion of the closing cost. But was told from the trust officer Devin M***** that it could be done as long as a check list of things were completed, but she then checked with her supervisor (Carrie M********* that it could not due to he was a minor, so I spoke with Carrie M******** as well as my Realtor and she told us that they are in the process of revising their manual that they could not release the funds. But the current manual states otherwise and they have already according to my realtor signed the contract for the release of funds and now are renigging on the contract that they have signed as well as it is in writing in their current manual.

  Business Response

  Date: 08/29/2023

  
  The owner of this trust (the beneficiary) is a minor. 
  
  Funds from a settlement for this minor were directed to be
  placed into a Pooled Special Needs Trust.  
  
  The joinder agreement for the Pooled Special Needs Trust was
  signed by the grantor on behalf of the beneficiary (the minor) agreeing to the
  terms of the joinder. 
  
  Within that joinder agreement:
  On page 2 of 17 letter (c ) Sole Benefit:  While the
  beneficiary is living, the sub-account will be administered solely for the
  benefit of the beneficiary.
  
  On this same page letter (g) States that the grantor
  recognizes that all distributions from the sub-account are at the Trustee’s
  sole & absolute discretion and that he or she has no right to compel any
  distribution from the Trustee.
  
  The PSNT (POOLED SPECIAL NEEDS TRUST)manual, that is referenced in the complaint IS NOT
  a contract.  It is a manual that outlines processes and procedures. 
  It is also clearly stated within the manual that it is subject to change.
  
  The grantor is correct the manual that was sent out to this
  family does outline information relating home purchases pertaining to
  minors. 
  
  On page on pages 15-16 of the manual that the grantor is
  siting (included in this email) is a list of allowable & restricted
  purchases.  On the top of page 16, there is a statement that reads as
  follows: Distributions will not be made if determined that the item should
  be categorized as one of parental responsibilities of support.  (Below is what is state in manual that Grantor attached on pg 16).

  Not Permitted

  Distributions will not be made if it is determined that the payment would adversely affect the beneficiary's eligibility for services or supports.

  Distributions will not be made if determined that the item should be categorized as one of parental responsibilities of support.
  
  Especially when the minor is the owner (beneficiary) of the
  trust, as Trustee, it is our responsibility to ensure that funds are being
  released as per guidelines that will protect & preserve the beneficiary’s
  benefits.  In addition to that we must ensure that funds are released for
  the beneficiary’s sole benefit.   Requiring a minor to assist in the
  purchase of their home is not considered to be an appropriate or
  allowable.  There are circumstances where we have released funds for such
  purchase. Those circumstances are when it is Court Ordered by the courts or
  when a beneficiary is requires an adapted home that would not otherwise be
  needed by the family.  Nonetheless, when this is the case, there must be
  adequate funds in the trust to cover the entire home & place the home in
  the trusts name to protect the minor.  In this case, grantor was
  requesting that the minor pay his portion of the closing fees (not sure
  here).  This is not an allowable transaction as that minor would then have
  no claim to the home later in life as a minor cannot be placed on a home
  agreement/deed. 
  
  Please note: Since the funding of the trust and over the
  last six months, Legacy has released to this minor beneficiary’s mother
  $14,644.31 for allowable items for the minor.