Business Profile

Legal Services

LegalShield

Headquarters

Complaints

This profile includes complaints for LegalShield's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

338 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

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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:04/17/2025
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.
I am writing to formally file a complaint against LegalShield regarding an unauthorized charge and deceptive business practices related to their cancellation system.On [April 12, 2025], I attempted to cancel my LegalShield membership using the cancellation feature available on their website. Despite appearing as a valid method of cancellation, the feature did not function as intended. LegalShield later claimed this functionality was only active for a select testing group. This is highly misleading, as the option was publicly visible and implied to be operational.Due to this failure, my account was charged without my consent or intention to continue the service. When I reached out to their customer service on April 15, 2025, I demanded immediate cancellation and explained that the error was due to their system's malfunction. I made it clear that had I wished to continue the service, I would have done so voluntarily.This behavior constitutes deceptive business practices. It is unacceptable for a company to advertise a cancellation feature that does not work and then hold customers financially liable for its failure. This experience has been both frustrating and unacceptable, and I believe others should be made aware of these tactics.Below are my details for your reference:Name: ******** **** Membership Number: *********** Phone Number: ************ Email: *********************** I respectfully request that BBB assist in investigating this matter and ensure LegalShield is held accountable for these unethical practices. I also request a full refund for the unauthorized charge and written confirmation that my membership has been canceled.Thank you for your attention and support in resolving this issue.Sincerely,******** ****
Business Response
Date: 04/22/2025
Response in attached document.
Customer Answer
Date: 04/23/2025

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:04/16/2025
Type:Order 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 signed up for LegalShield expecting reliable legal support for day-to-day matters like lease disputes, document reviews, and general guidance. While the app and interface are clean and user-friendly, the actual service has been anything but. The law firm assigned to my state (which covers multiple states) is unresponsive, dismissive, and unprofessional. I submitted a simple legal request, only to receive an irrelevant response that made it clear the attorney didn’t bother reviewing the material. When I pushed for clarification, the firm blamed me for the confusion rather than owning their error. When I reached out to LegalShield directly, hoping they would help resolve the situation or assign me to a different provider, they flatly refused. Instead, they attempted to deflect responsibility back to the same unhelpful firm, despite my concerns about the quality and conduct of their legal partner. At this point, both the firm and LegalShield are ignoring my concerns and doing nothing to address the issue. It’s now clear that LegalShield does not vet their partners thoroughly, nor do they provide any real recourse if you’re assigned to a firm that drops the ball. They continue collecting payments while deflecting all accountability. This is not what was advertised or promised when I signed up.
Business Response
Date: 04/18/2025
Response is in the attached document.
Initial Complaint
Date:04/10/2025
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.
Legal took $59.95 in March. I have yet to receive representation, intake or any help for that matter on any of my court proceedings. On 4/9/25 I just received my information regarding my member id and law firm. However already my monthly premium is soon to expire and already they are sending me a bill. Which will mean that I paid for one month and received no help but they would want another $59.95 for next month. I feel as though I should not have to be pay for a service twice that I did not receive for the first 30 days I have been doing my own court proceedings on my own! I called the law firm they said were handling my cases and I received a message back from them that they dont know who I am I have not received any form of communication from this law firm that is located in ***********. I faxed the law firm at ********** but once again they turnt me away. I also called the law firm at ***********. I either need a reimbursement or a free month because this has compromised my mental health for all I am going through I should get two months free bc I paid and received no help and have started the process on my own. Thank you
Business Response
Date: 04/14/2025
Response in attached document.
Initial Complaint
Date:04/08/2025
Type:Order 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 signed up with legal shield on the advice of a friend. I needed consultation on difficulties I am having with Block/Cash app.The attorney who calked was unprofessional, discourteous, rude, downright ************, I'm uncomfortatble communicating with such a person. I don't believe it would be wise to take the advice of a person who shows such obcious contemt towards a potential client and it speaks badly about the law firm that would employ such a person. I asked Legal Shield if they could instead refer me to another law firm. There answer was an emphatic 'No'. I believe this runs contrary to providing legal referrals if they only refer to one firm and that obe firm can't conduct themselves professionally. Could you please assist in this matter?
Business Response
Date: 04/14/2025
Response is in attached document.
Customer Answer
Date: 04/17/2025
I am sorry to say this matter can no longer be resolved simply by refunding my money. There has been an escalation in this matter I feel can not be ignored.
Despite my initial criticisms, Legal Shield insisted I had no choice to whom they referred me and accordingly, I had to work with the law firm ******* & ************* located in ************, IN. Last week, I discovered that the senior partner, **** Hindermeister falsified a report and closed an inquiry without ever having consulted on the matter. Currently, I am seeking redress with the *********************** and my state's AG.
I suspect Mr. ************* owns a partial stake in Legal Shield and I seek to discover that. Either way, Legal Shield shared my criticisms with JHintermeister and I received a phone call from him Friday afternoon which I consider to be both unprofessional and inappropriate.
Now, in the middle of the night, Legal Shield has refunded my money and wiped any correspondence I have had with them from their app. This is obviously intended to prevent me from using tjose correspondences as evidence.
Furthermore, I believe they are misrepresenting their services for which reasons I prefer not to speculate.
What started as a simple inquiry regarding legal matters is now ballooning into what appears to be a burgeoning consumer issue. I am both morally and ethically obligated to pursue this. The behavior of both Legal Shield and ************************* is troubling.
Please advise moving forward.

Sincerely,

******* *****
Business Response
Date: 04/18/2025
Response in attached document.
Initial Complaint
Date:03/28/2025
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 rechecked out to this company and asked for a specific problem that is literally written on their website, i asked two different customer service agents if it was something that could be done, they agreed. The lawyer calls and jump threw hoops and says that isnt something they can do, but if i want to pay more money they can another attorney to do it and offered me a 15 percent discount. So basically, the membership is to get you in the door to pay more money, it doesnt actually do what they have listed, which i am sure is fraud, so now i have to find a real lawyer for law shield lol. I asked if maybe i could talk to another attorney, they said that could not be done either. I called for a refund and to cancel and they tell me, i have to wait 48 hours to cancel (actually longer because they close over the weekend) but i probably wont get a refund because the contract i sign (i did not sign anything and was not verbally told) that its non refundable. She then said i shouldnt cancel because their are other services they could provide and they would send them over, i told her no thanks and she said ill send them over anyway. Being scammed by a company thats supposed to provide legal help is distasteful. I also just checked my emails and i have a message that the lawyer tried to reach out to me for my follow up question, but i dont have a voicemail and im literally holding my phone so i have not missed a call, so theyre lying about that as well.
Business Response
Date: 04/02/2025
Response is in attached document.
Customer Answer
Date: 04/02/2025

Better Business Bureau:

Another attorney reached out to me and explained what the other attorney did not. While, it was not true what the website/and customer service agent said could be done, the other attorney explained other things that could be done, other than just asking for money. I asked the customer service if i could have spoken to another attorney, (they said no) and as suspected the main issue was with the attorney and had they called before i cancelled i would have stayed on.Something should be done about that process. But, 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:03/07/2025
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 ORDERED LEGAL SHIELD IN OCTOBER 2024 FOR ***** PER MONTH. I COMPLETED A FORM FOR A SIMPLE WILL TO BE MADE, AND ABOUT 6 WEEKS LATER I RECEIVED A PHONE CALL FROM A MAN TELLING ME I SHOULD DO A LIVING TRUST NOT A WILL. I EXPLAINED I JUST NEEDED A SIMPLE WILL.. I WAITED ANOTHER MONTH STILL NOTHING. I CHATTED WITH LEGAL SHIELD AND ASKED THEM TO CLOSE MY ACCOUNT SEEING AS I WAS NOT GETTING THE SERVICES I WAS PAYING FOR. THEY TOLD I HAD TO CALL RETENTION, I TRIED THAT AND THEY GAVE ME THE RUNAROUND, I TOLD THEM I WANTED IT CLOSED IMMEDIATELY. I HAVE CALLED SIX TIMES NOW, NEVER RECEIVED THE WILL, AND HAVE PAID ******. I WANT A FULL REFUND FROM THESE CROOKS
Business Response
Date: 03/14/2025
Response is in attached document.
Initial Complaint
Date:11/06/2024
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.
On March 28, 2023, I started a LegalShield membership. In October, I noticed on the website that the membership was $24.99/month (photo attached) as I was initially quoted, not $29.95 that I had been autopaying! I called and spoke to a *** who stated that I would have to pay a year in advance without cancelation to get that rate. When asked about setting up a Trust in lieu of a Will, I was told that it was not complimentary as was a Will. I was dealing with some personal matters and was unable to immediately follow up.Over several months, I sought assistance with at least 3 other legal matters and was discouraged or denied assistance for various reasons. Finally, in July 2024, I decided to cancel my membership. My membership included demand letters, but not one was sent on my behalf! I also requested a full refund. Instead of helping me with my current concerns, the *** offered me the premium membership package for $59 per month, which would include the Trust and additional services. I declined stating that I was dissatisfied with the current eligible services not rendered. She transferred me to the cancellation line where I was advised that they would stop the autopay for 30 days upon receipt of my written cancellation request. I emailed my cancellation and refund requests of $509.15. I received an automated email response that they were working to complete my request. Two days later, I received an email response that they are sorry that I am canceling my membership and asked if I was aware of all the benefits that the legal plan offers before I go, yet no mention of a refund. In September 2024, I received an email request to renew my membership. Today, I called again and spoke to a supervisor, ******, regarding my request for a refund. It was denied. I literally received nothing for the $500+ that I paid. This is a rip-off, and they should not have an A+ rating!
Business Response
Date: 11/14/2024
Response is in attached document.
Customer Answer
Date: 12/12/2024

Complaint: ********

I am rejecting this response because:

Greetings *** ********...

Thank you for responding to my recent inquiry requesting assistance for a refund from LegalShield.

Per our phone conversation, the response received from *** **** **** accompanied with your letter does not address all of the issues of my complaint. I went back through my records and found 5 intake calls/claims for separate incidents that I made to LegalShield requesting assistance that either they declined to assist me with or discouraged me to pursue the claim. I never made any progress beyond the first phone call from the attorney. I became discouraged after sending a 28-typewritten page document (not attached due to personal information included) providing details regarding my claim. The attorney responded by requesting MORE information just to send a demand letter! What?!

To support my stance on the matter that *** **** referred to in her response to my complaint, I have attached a photo of the price that they advertised online. When I signed up, I didn't immediately realize that I had been billed $5 more per month than the price advertised online until I received the first or second online statement. In addition, I wasn't aware that they were the ONLY law firm in the ******* and/or ******* area that is contracted with LegalShield to assist all of the *******/Georgia residents!

I joined the LegalShield Program with the understanding that demand letters were included in the plan. They offered me a will, but I already have one so it wasn't needed. They never sent any demand letters on my behalf. I have paid them $509.15 with nothing to show for my hard-earned money spent, and I need it back.

Please feel free to contact me if you have any questions, comments or need more information at ************. Thank you for your assistance in this matter.

********* ***
Business Response
Date: 12/17/2024
Response is in attached document.
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because they have not provided any evidence where I chose a $29.95 plan. Provide the proof.
In addition, the person responding to my complaint ASSUMES that "the Provider Attorney may have needed further information not included in what was initially disclosed," and feels that that is sufficient cause to deny my refund! It is not acceptable!
Furthermore, the Plan benefits include demand letters. I never read that it was at the Provider Attorney's discretion as to whether or not demand letters are sent, especially if it is a legitimate claim! It would be understandable if more information was needed, but I eliminated that issue with a 28-page detailed document of one of the incidents! Additional information could have been provided if requested for the other 4 claims that I filed also.
This program is a rip-off to consumers, and I am still demanding a full refund immediately.
Thank you in advance for your assistance in this matter.
Sincerely,

********* *.
Business Response
Date: 03/31/2025
Response is in attached document.
Initial Complaint
Date:08/24/2024
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 requested the cancellation of membership in March. I called and spoke to someone who said they could not cancel (funny how they can start a membership that way) and I needed to send an email. On March 20th I received an email requesting I respond with an email notification including my membership number, which I did, within 24 hours.I then discovered just this past week that Legal Shield has continued to draw $29/month out of my account from April until August. I am horrified that I missed that charge and that my request was ignored.I called and spoke to someone 3 days ago who again told me to send an email that contained my membership number. I did that immediately. Today I discovered yet another email requesting I once more email with the word Cancellation and the membership number. I have included those items every time. This is three times plus several phone calls. They still have not canceled my membership and continue to charge me.
Business Response
Date: 08/26/2024
Response is in attached document.
Initial Complaint
Date:08/24/2024
Type:Sales and Advertising 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 tried to cancel services with legal shield multiple times and they still refuse to cancel the service I was paying for now I have had my bank stop payment for this service that I no longer want and am being harassed for a much larger amount of money than the service was originally supposed to cost from 29 dollars per month to 359 dollars they need to cancel my service and leave me alone stop harassing people
Business Response
Date: 08/26/2024
Response is in attached document.
Initial Complaint
Date:08/20/2024
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 am filing a complaint regarding the services provided by LegalShield, which I joined on January 16, 2024, paying $29.95/month. I was repeatedly misled about the coverage of my plan, leading me to upgrade in May 2024, paying $44.90 for LegalShield and $19.95 for IDShield, but received no meaningful assistance. Despite being promised legal support, the attorneys failed to respond or follow up on my cases, causing me significant stress during a time of identity theft and legal issues.When I requested to cancel my membership on June 21, 2024, my request was ignored, and my account was wrongfully charged again on August 19, 2024, without my consent. When I contacted customer service, I was informed by representatives that I needed to submit a written request to cancel, a requirement that was never communicated to me when I joined. This unauthorized charge has overdrawn my account, causing further financial strain.I am a single parent on governmental assistance and cannot afford these unnecessary expenses for services that have failed to resolve my legal matters. I demand the immediate cancellation of my services and a full refund of all payments made this year, totaling $334.30. If this issue is not resolved, I will pursue further action to recover my funds.
Business Response
Date: 08/26/2024
Response is in attached document.
Customer Answer
Date: 08/26/2024

Complaint: ********

I am rejecting this response because:

I want to clarify that I was never provided with a contract that I agreed to, nor did I sign any document that included the stipulations you have referenced, including the requirement for a written cancellation request. Without a contract bearing my wet signature, I do not consider myself bound by the terms you have outlined.
Furthermore, I invoke my rights under UCC *****, which allows me to reserve all rights and avoid any unintended waiver of my rights or acceptance of terms not expressly agreed to.
Please be advised that I am prepared to escalate this matter further if a satisfactory resolution is not reached promptly. I would appreciate your cooperation in resolving this matter in good faith, without the need for additional legal action.
Sincerely,

*************************
Business Response
Date: 08/28/2024
Response is in attached document.
Customer Answer
Date: 09/03/2024

Complaint: ********

I am rejecting this response because:

Thank you for your recent response. However, I must reiterate that my experience with LegalShield has been unsatisfactory, and I maintain my position on this matter.

As you have noted, I have had eleven intakes since enrolling in the LegalShield membership. Unfortunately, these intakes remain unresolved due to the inadequate service I received. I have experienced the following issues:

Attorneys repeatedly informed me that they could not assist with the services I needed and advised me to upgrade my plan, which I did to no avail.
Attorneys failed to call back at scheduled times or return my calls or texts, particularly concerning an ongoing court case.
Despite multiple attempts to resolve these issues, including a conversation with your representative *************************** in April, my concerns were not adequately addressed. It is incorrect to state that I never raised these issues before requesting cancellation.

Given these unresolved issues, I once again invoke my rights under UCC *****, which allows me to reserve my rights without being bound by terms to which I did not expressly agree. I maintain that the service I received did not meet the expectations set when I enrolled in the membership, and I believe I am entitled to a full refund of all payments made this year, beyond what has already been issued.

I urge you to reconsider my request for a full refund of $334.30, considering the unsatisfactory service and unresolved issues I have experienced. I look forward to your prompt response and resolution of this matter.

Thank you for your attention to this issue.

Sincerely,

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

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