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:02/28/2025

  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.

  I have been a member since 9/30/24. I chose to become a member because I knew I had family court cases coming up that I needed representation for. I opened a family case and had spoken to multiple different support people on the phone. Months after joining the program, (and after already speaking to multiple people) I was informed of the 120 day waiting period to use my benefits. Not sure why nobody told me this before and instead, they just chose to assign me to attorneys and allow me to deal with the confusion on my own. I recently opened another family law case for a child support hearing I have on march 17th. I have been calling for the past week and trying to get US Legal Services to contact my assigned attorney to let him know how payout works since I should’ve had access to my 12 hours of family law services. The members I spoke to over the past couple days told me that they were having someone reach out to him, and I have had to call him and keep him in the loop. He didn’t receive any calls. I called US Legal Services again today only to be told that I actually WOULDNT be fully covered for this service, something that has been affirmed to me for months now. I was told I’d only be eligible for 30% off because this is a preexisting case. Nobody had said ANYTHING to me about preexisting cases until today. I’m highly unimpressed with the level of services I’ve received and with having been extremely blindsided and now out of an attorney for an upcoming case when I could have used this time to explore other options and now do not have the time to do so. I have coworkers who have asked me about this service, as they have been in need of support and curious about this benefit, but unfortunately I cannot recommend this to them or anybody else.

  Business Response

  Date: 02/28/2025

  ******* policy became effective on September 30, 2024. As outlined in all sales materials and in her policy documents—emailed to her and opened on October 4, 2024, and again on January 16, 2025—there is a 120-day waiting period before she can utilize her 12 hours of family law benefits.
  On October 4, 2024, ***** contacted Member Care to open a Marital and Family Law matter. At that time, she was referred to an attorney at a reduced rate in accordance with her policy coverage. If there were any communication issues with her assigned attorney, U.S. Legal would have intervened had we been made aware of the situation.
  On February 10, 2025, ***** contacted Member Care again to initiate a Family Law matter. Unfortunately, incorrect coverage details were provided verbally due to incomplete information given during the intake process. ***** disclosed that she was initiating a case in family court but did not mention that the case had already been filed and active since May 24, 2024—several months before her policy’s effective date.
  Because the legal issue predates her coverage, it is considered a pre-existing matter. As per policy guidelines, pre-existing matters are not eligible for full benefits and will remain covered under the reduced-rate referral program until resolution.
  
  Attached are ******* policy limitations. Please reference Letter A and Letter J.

   

  
  

  Customer Answer

  Date: 03/03/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I contacted US Legal Services in October about the same exact case I was attempting to receive assistance for in February. I did not utilize the discounted lawyer and I made it extremely clear to the associate I spoke with that I would not be doing so, BECAUSE I wanted to wait for the full benefits. I  also have given the case number over the phone. I made it clear since October that this was for a case I already had, and nobody felt the need to tell me about any pre-existing case even though I continuously mentioned that this had been an ongoing court case. After being told I had to wait the 120 day waiting period, I was hesitant but still continued my membership because I did want to have that support for my court proceedings. However, I was told that after the 120 day waiting period, I would be FULLY covered for 12 hours of family law. I was told that on  numerous, numerous occasions and, if calls are recorded, my recommendation is that those calls are retrieved and listened to, because at this point I feel like I’m being gaslit. I’ve called this company at least a dozen if not more times, and have been told with confidence that these benefits would be available to me, only for a complete switch during this last call. A complete shock and twist! I don’t even want my money back or any type of relationship with this company because this was a complete breech of trust. I understand one call agent giving incorrect information, but when it’s at least 4 or 5 people telling me these benefits would be available to me, only for me to be told otherwise once those options are available to me is nasty. One associate I spoke to was ******, and she was very nice, but again, how can she and several others give false information and this company be, in any way, reputable? Further, ****** was the first agent I spoke to that told me about the 120 day waiting period, which was also frustrating, so there is an obvious lack of communication or clarity within this company, and I’m so lucky that obtaining a lawyer for my upcoming case was not essential to something important in my life… I have graduate level background in forensic psychology and am pretty capable of defending myself, and especially my daughter, in the case of family law, but I just wanted that added piece of mind and support that a lawyer could potentially provide…. And all I received was extra confusion and stress over this process, and then denial of any wrongdoing from the company, when I was the one who received all the misinformation. I never withheld information from the company, or gave them incorrect information, but again, if any resolution could be made, I feel like the calls should be made available so BBB can hear how many times I was told I would be receiving the full 12 hours of family law benefits after the 120 day waiting period, given all information that was asked of me, and after I’d given them information they requested about my case. Obviously, I wouldn’t have any proof or documents to add on my side, as all conversations have been made via phone so if the resolution is nothing, then so be it; however, I felt compelled to respond due to US Legal Services response, which seemingly paints me as the wrong party. During the last call with an agent in which I ended my membership, she told me that had I waited until the 120 day waiting period to open my case with US Legal Services to be assigned an attorney, I would have been granted the full 12 hours… Had I known I should have waited,, I would have done so but I was assured by another agent that I was taking the right path, so again the communication is lacking. Also, am I being denied the full benefits (which is the only reason I joined as a member through my employer) because I overshot the gun and didn’t wait until after the 120 day waiting period, or because this was a preexisting case? Because the agent did tell me about the preexisting case and I defended myself to her, stating that this was the first time anyone had ever told me about these conditions even though I’d been transparent from the get go regarding my needs as a customer. But why did that agent tell me that if I had waited to open the case with US Legal Services, I would receive the benefits I needed? Very frustrating across the board. Had all these stipulations and constraints been discussed prior by an agent, given the relevance regarding my membership limitations, I would be way more understanding. I did not reach out to an agent about a case I was “initiating”; the notion had always been family law for this continued case ordeals against my child’s father. After being told I had to wait for the 120 day waiting period, I did wait it out and I ended up having to get a protective order against my child’s father for my daughter and myself. I hired my own lawyer and set up a payment plan with him, hoping that at least with the next court cases I had, I could receive my 12 hours of family law and not have to spend anymore money in court.
  
  

  Regards,

  ***** *****

  Business Response

  Date: 03/11/2025

  As stated in our original response this matter was in force prior to ***** ***** becoming a member of U.S. Legal Services, therefore deeming this a pre-existing condition to the services available. 

   

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

  Member Care Manager, U.S. Legal Services, Inc.

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023, I contacted U.S, Legal Services to terminate the services I had with them in which they were deducting approximately $8 from my paycheck every month. In April of 2024 noticed that they were still deducting money from my paycheck despite the service being canceled. I contacted the agency on 04/30/2024 and they stated that the cancelation was effective in July of 2023; however, stated that because I did not cancel my service in writing I would not be issued a refund. I emailed them in regards to this issue and they state that my service is now canceled effective 06/01/2024 and that I would not be issued a refund. I believe that this is fraud and am requesting that the money be refunded to me from July 2023-April 2024 because I was no longer receiving their services for this time period. Despite no longer receiving their services I am being penalized by them keeping my money, even though I was not aware of the written protocol they have in regards to canceling in writing.

  Business Response

  Date: 05/09/2024

  *************************, Member ID *********, initially contacted U.S. Legal Services on December 30, 2021, to request cancellation of her plan.  At that time ************ was advised of the required process to accomplish cancellation and provided the contact information by her *********** Representative.  It appears that Member did not follow through with those instructions and again contacted *********** via an email to our **************** on July 1, 2023, requesting cancellation of her plan.  Unfortunately, due to a lapse in communication,Member was not provided instructions to process her cancellation request and her account remained active until her contact with U.S. Legal Services on April 30, 2024.  Members request for a refund of $64.56 will be processed and a check mailed to the address listed for ************.

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

  Senior Paralegal Associate

  Customer Answer

  Date: 05/09/2024

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

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  Date:02/21/2024

  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.

  U.S. Legal Services repeatedly de**es benefits to consumers while continuing deducting fees for a service they're clearly not providing. All representatives appear to be trained to look for clauses in the contract in order to avoid coverage and attempt to provide referrals for which the consumer is responsible for paying. This bait and switch tactic seems to be their business model as they collect as much money as they possibly can via membership fees while blatantly denying the benefit that consumers signed up for. Their contract with local ********** employees needs to be revoked as they are engaging in deceptive business practices for profit.

  Business Response

  Date: 02/21/2024

   

  This Member complaint stems from her request for assistance with a non-court ordered Arbitration that took place in January of 2024, regarding a Lemon Law issue with an automobile and subsequent actions she must take as a result of that Arbitration.  Her policy specifically states:
  
  Section V - Limitations and Exclusions
  Limitations:
  Policy Attorneys will provide legal representation for 33 1/3% off their normal rates or fees if any of the following are present:
  N. Non-court ordered depositions and arbitrations.
  
  Ms. S**** was offered an attorney assignment to assist her in accordance with the above policy terms, she did not agree with the coverage and disconnected the call with our representative.  Our group policies are very specific regarding the areas that are fully covered, covered with a limitation and those that are excluded.  Unfortunately for this Member, many of the issues for which she has sought assistance are covered under the discounted rate limitation.  If she feels this plan is not a good fit for her, she does have the option to cancel by providing written notification to U.S. Legal

  Customer Answer

  Date: 02/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Admi**stratively Resolved]

  I am rejecting this response because: the request for assistance was involving a separate legal matter involving the ********** Department of Motor Vehicle in reference to vehicle registration status, which is not a subsequent or related legal matter regarding Lemon Law arbitration. As previously stated, US legal Services regularly refuses to provide the benefit that customers are being charged for through automatic payroll deduction by falsely classifying a potential legal matter as preexisting or relating to separate matter which they do not cover altogether. The issue has not been litigated via arbitration as the representative is implying, this is nothing more than a false narrative they continue to regurgitate in order to justify denying a benefit customers are paying for. I have filed a formal complaint in the past after which they called to rectify the situation by pretending to search for an attorney for my legal issue previously de**ed, only to confirm that there are no attorneys in their network to assist with most legal matters. This benefit is a scam and the business should be thoroughly investigated for the bait and switch scheme they continue to peddle to unsuspecting employee through u**on groups. I have also requested a refund for all funds retrieved during the time that services have continued to be de**ed, begin**ng January 2023. 

  Regards,

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

  Business Response

  Date: 03/06/2024

   

  After careful consideration and review, U.S. Legal Services stands by our prior determination regarding this Member complaint.  We have properly researched all coverage options available under her plan to provide her with attorney assistance.  Based on the Member's response regarding her Desired Outcome in her original complaint, i.e., "stop offering the service and deducting fees", we will terminate her plan based on the 30 day notice requirement in the policy.

   

   

  Thank you

   

   

  ******* ***** ********** ***   Direct Line ************ Phone ************ ****** Email ******@******************* Web   Address **** ********** **** ************, ** *****

  
  

  Business Response

  Date: 03/06/2024

   

  After careful consideration and review, U.S. Legal Services stands by our prior determination regarding this Member complaint.  We have properly researched all coverage options available under her plan to provide her with attorney assistance.  Based on the Member's response regarding her Desired Outcome in her original complaint, i.e., "stop offering the service and deducting fees", we will terminate her plan based on the 30 day notice requirement in the policy.

   

   

  Thank you

   

   

  ******* ***** ********** ***   Direct Line ************ Phone ************ ****** Email ******@******************* Web   Address **** ********** **** ************, ** *****

  
  

  Customer Answer

  Date: 03/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Admi**stratively Resolved]

   Complaint: ********

  I am rejecting this response because: I specifically stated to stop offering a service and deducting fees for a benefit that you consistently fail to provide  I also requested a full refund for each payroll deduction obtained since denying services as of January 2023 as a formal complaint was filed with *** ******* ****** and **** *** in an effort to address my concerns and once again, US Legal Services did **t have an attorney within the network to assist, as per usual. This is a sc*** to elicit funds from unsuspecting public employees for a benefit you do not provide, according to all reviews accessible online. This appears to be a pattern, not a one time occurrence  

  Regards,

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

• Initial Complaint

  Date:12/13/2022

  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.

  Stay away from US Legal services. I paid for there service and they gave Me no service. I requested a lawyer only to find out the one they assigned Me wasn't taking new clients...US Legal services didn't call Me about this I had to call them...I need a lawyer to go to court and all they said was rescheduled Your court date or there is nothing they can do...After I already had to reschedule twice cause of there it takes 2 weeks to find a lawyer foolishness..The first one didn't work You think I'm gonna waste more time with this company trying to find Me a second lawyer...Lies Lies and more Lies stay away from this company...They will get smart with You and avoid You Like paying them money don't matter and You won't receive the proper service for Your money...

  Business Response

  Date: 01/04/2023

  REFUND REQUEST SUBMITTED

   

  ******* ***** is a new member with a pre-existing citation that was issued two months before her enrollment. *** ***** was referred to an attorney at the referral rate on the same date the citation was reported to our office, 12/05/2022. On 12/12/2022, we received notification from Mr. ***** that the assigned attorney couldn’t take her case. With her ticket having an upcoming court date of 12/19/2022, *** ***** was requested to get a court date extension for US Legal to retain new counsel. When this was requested, Ms. ***** requested cancellation. We received her cancellation request on 12/13/2022 and it was processed the same day. A refund for $64.84 was processed on 12/14/2022.
  
  Customer Name:  *****

  
  

• Initial Complaint

  Date:10/21/2022

  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.

  We have been trying to gain custody of our daughter. My husband purchased a service from US Legal Service so that we can hire a lawyer to fill out the necessary documents to file for court. We have been given 6-7 lawyers who have not been able to complete the task and every time we call we have to wait an additional 48 hours to be told they cannot work the case. At this point we have called so many times and also reached out to the president of the company and still waiting to hear back. None has been empathic to the situation, we keep getting the runaround and we have spent money to acquire a lawyer who are supposed to be experts at this and to no success we do not have our daughter. We are frustrated and tired and we should get our money back for a service that fell short.

  Business Response

  Date: 11/03/2022

  See attached response from U.S. Legal