ComplaintsforLegal Access Plans, LLC

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contacted Legal Ease to open a case to find an attorney to help me with a very important issue. I was told someone would call me with in one business day. Never heard anything called back and was then told between 1-3 days. On Wednesday the 11th Legal Ease calls me and states they have to ask me a few questions to just make sure that I am assigned to the appropriate attorney and based upon my answers a lawyer would call me back that afternoon. I never received a phone call and when I called back in Thursday they said they had no attorneys to assign to me. They could not help me. I asked to speak to a supervisor and they said someone would call me. I never received a call and was hoping to have this matter handled in a professional manner before I take it to Human Resources as this is a benefit we pay for through our job at Atlanticare. I would like to speak to a manager or someone in the corporate office as this is ridiculous it is looking real shady at this point, no lawyer no return call and very poor customer service.

  Business response

  09/17/2024

  LegalEASE acknowledges receipt of this complaint.  Following a thorough review of the details outlined in the complaint, a member of our Customer Resolution Team has been in contact with the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention. 

  Customer response

  09/18/2024

  [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:
  Thank you for assisting in this complaint. I have been in contact with the management team and they are handling the situation. 
  

  Thank you 
  
  
   

  
  

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My landlord refuses to fix my air conditioning. I contacted LegalEase as my employer sponsors it on 6/18. The first available appointment with the lawyer they forwarded me to was on July 9. The lawyer told me to send a written notice to the landlord, which I did. The issue has not been fixed by the landlord, and neither the lawyer nor LegalEase are responding to my messages.

  Business response

  08/09/2024

  LegalEASE acknowledges receipt of this complaint.  Following a thorough review of the details outlined in the complaint, a member of our Customer Resolution Team has attempted to contact the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention. 

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The business has refused to address my complaint. 
  
  Regards,
  
  
   
  

  Business response

  08/15/2024

  While LegalEASE is unable to provide specific details of the Mr. ******* matter, a member of our Customer Resolution team has provided Mr. ***** with the feedback we received from the attorney Mr. ***** previously met with which explains why Mr. ***** did not receive additional communication from the attorney.  While we understand Mr. ******* frustration with the legal advice he received from the attorney, LegalEASE is not able to circumvent the attorney's legal advice which is derived from their professional experience and knowledge of the law.  Unfortunately, not all events qualify for legal action under the law so LegalEASE is unable to locate further benefits under the terms of the member's Plan to assist with his matter.  At this time, LegalEASE considers this matter closed.  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I work for ******* ****** ********* and LegalEase is a legal plan that we can pay $6.00 per check to so that we are covered in a lot of situations. I have been a client with LegalEase since January 1st 2024. When I first opened a case with them it was a landlord/tenant issue and it had time frames set in the law that I have to either get something done or find someone else to help me. Anyway this company after probably 15 plus emails and all the trying to get ahold of a manager and get an attorney to look into my case I was finally able to get ahold of a manager, who at first was very helpful. So after about 2 months total now and being told via email that my case was going to be accepted by LegalEase at the very last minute came back and said no it's not covered. That in turn threw my time frames out and my case was done!!!!! I tried to get a hold of the manager again and she would not speak to me anymore. Well about a month ago now, an entirely separate issue came up (again this is in the contract as something that LegalEase is supposed to cover) I started getting the run around again and. And once again I had been ignored in ALL of my emails when I ask to speak to a manager. I would like a refund of the money I have paid to date and I want to make sure that they get a bad review so people like me don't have to deal with the same issues.

  Business response

  07/02/2024

  LegalEASE acknowledges receipt of this complaint.  Following a thorough review of the details outlined in the complaint, a member of our Customer Resolution Team has been in contact with the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention. 

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I am not satisfied with this company's so called resolution because there isn't one. Nothing was proposed in the response to me, and they are being untruthful to the BBB and myself. The last email I have had with LegalEase was on June 28th, this was BEFORE I filed this complaint, therefor they could not have reached out to me about this issue. I mean they could have, but they have not, and will not. I have asked repeatedly to speak with this person (Jackie Crawford) if I could speak to a manager and I have asked the prior to agents the same thing. This company literally refused to even acknowledge that I made the request even after I kept asking directly "why do you refuse to let me speak to your manager" "why are you ignoring my question". Not one time did ANYONE in that company answer that question. Also as of right now I have not retained any attorney's because I am not getting any help from this company, so there is nothing that is confidential in my emails. If need be I will provide a screen shot of every single email I have from them (over 50) and you will be able to see from there that this company is scamming people like myself. They also still refuse to email my private email, and will only email my work email, I'm  not really sure I understand why, but when I am off work I cannot check my work email so I go 4 days without them reaching out to me. The last time I reached out to them was on June 28th, and still no response. I want my plan canceled, my money returned and I want this complaint posted.   
  Regards,
  
  
   
  

  Business response

  07/11/2024

  LegalEASE acknowledges receipt of this response.  Following a thorough review of the details outlined in the initial complaint and the response, a member of our Customer Resolution Team has been in contact with the member directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information which LegalEASE is obligated to keep confidential.  The Customer Resolution Manager has again provided the member with an explanation as to coverage not being available for his matter under the terms of his LegalEASE policy.  While LegalEASE understands the member disagrees with the coverage determination, LegalEASE is bound by the terms of the policy.  However, as an act of good faith LegalEASE has offered to refund the member all premium payments he has paid to date.  As of July 11, 2024, this offer has been accepted by the member and LegalEASE is in the process of issuing that refund via a check to be placed in the regular mail to the address provided by the member.  
  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At the beginning of a medical bill dispute I was told by ***** **** support they would cover part of the bills and provide a discount on the attorney’s fees. They even picked the attorney. Then today I received a letter stating they will not honor their contracted law firm's claim, under a previously unknown clause regarding “disputes with employers”. The medical provider secretly performed a medical procedure after insurance denied pre-approval, without telling me, so I have no idea why this is the employer’s insurance company’s fault. I subscribed to ***** **** through my company and was under the impression they cover most civil issues - which ***** **** support said they would assist with this matter. The letter from ***** **** reminds me of when I worked for a home warranty company, and I will soon be stuck with a massive, unexpected bill.

  Business response

  04/08/2024

  ********* acknowledges receipt of this complaint.  Following a thorough review of the details outlined in the complaint, a member of our Customer Resolution Team has been in contact with the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention. 

  Customer response

  04/15/2024

  [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 would be satisfactory to me.  
  
  
  I have resolved my issue with Legal Access Plans LLC and do not see the menu option to mark it was resolved per my satisfaction. Please mark Complaint ********* as resolved.
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I submitted a request for a legal name change on 01/25/2024. I have not received any assistance to date. This resulted in me having to represent myself in court pro se when I am supposed to have legal aid. I have been assigned three attorneys. The first responded that they did not accept flat rate fees, which LegalEase does. The second attorney never responded to repeated calls and emails. The third attorney never responded to repeated calls and emails. Repeated escalation emails and calls to LegalEase is unsuccessful. I pay every month to have an attorney on call for assistance. I did not receive any help, and I ended up having to go to court and represent myself. I did not get what was promised: an adult name change, which is covered at 100%. Seven weeks later and could not get help.

  Business response

  03/14/2024

  LegalEASE acknowledges receipt of this complaint.  Following a thorough review of the details outlined in the complaint, a member of our Customer Resolution Team has attempted to contact the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention. 

  Customer response

  03/15/2024

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been paying for this service sense 4-1-22. I have had an ongoing case with them sense they trying to get coverage. They will not help me. I want my money back in full.

  Business response

  06/05/2023

  LegalEASE acknowledges receipt of this complaint.  Following a thorough review of the details alleged in the complaint, a member of our Customer Resolution Team will be in contact with the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention.

  Customer response

  06/07/2023

  Better Business Bureau:
  
  This letter is to inform you that Legal Access Plans, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/4/2023 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribe to LegalEase service through my employer via payroll deductions. The documentation LegalEase provided my employer specifically outlines that will and trust services are completley covered under my plan. I requested assistance with drafting a will and trust and legalease referred me to an in network attorney who was capable in preparing the legal documents although the attorney was unsure the amount legalease was to reimburse them. The day prior to me signing the estate documents I called legalease and confirmed that the entire service was covered under my plan. However, the following day when I signed the documents I was presented with a bill of over $3200. Of course I didn't have that kind of money so they placed me on a payment plan. So now I make payments from my paycheck to legalease for a plan that doesn't pay for what it promised to cover as well as payment to an attorney who billed me for more then I make in an entire month. I thought this plan was a fantastic benefit my employer offers their employees although it seems it is nothing more then a very expensive lawyer referral program. After several weeks of broken promises and failed call backs I am still getting the run around from this company. At one point they promised to pay the attorney additional money but they didn't follow up. After several calls they did reach the attorney and offered to pay them more but not the amount they promised. The fact is, I shouldn't have to negotiate for payment of services promised and outlined in the employee benefits handbook. I am requesting complete reimbursement to the attorney they referred me to.

  Business response

  04/14/2023

  LegalEASE acknowledges receipt of this complaint.  Following a thorough review of the details outlined in the complaint, a member of our Customer Resolution Team has been in contact with the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention. 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This organization did not provide the services they were supposed to which greatly affected my life. I previously worked for the ****** Distribution Center in Galesburg, MI (October 2021 - August 2022). After 90 days of work, I received the option to enroll in several benefits. One of those benefits was called Group Legal in which I had access to a group of attorneys thru LegalEASE (a Legal Access company). I had a certain amount taken from each weekly paycheck to pay for this benefit; however, I never received the services that were supposed to be provided by Legal Access. When I first enrolled, they asked about my personal information, legal situation and the geographic area in which I needed the services of an attorney. This information was never used properly, I was never assigned an attorney to actually assist me with my legal/family matter and my case was never brought to court. During the first 6 - 8 weeks of being enrolled in this benefit, Legal Access assigned me to several attorneys that were either not in the right geographic area or not the right legal practice. After several contacts/complaints with their member services, I was then assigned to several more attorneys that would take my case, told me they were too busy or that my case would require too much work. I finally had to find an attorney on my own; however, a month later I was discharged by the company for reasons due to discrimination (which became a separate legal matter). Upon finding out about my termination, Legal Access terminated my benefit and discontinued paying for the attorney that I had to find on my own. Therefore, my family/custody case was never brought to court. I can't financially afford to represent myself and I don't have the legal knowledge that an attorney would have if they had been properly assigned to me by Legal Access.

  Business response

  04/14/2023

  LegalEASE acknowledges receipt of this complaint.  Following a thorough review of the details outlined in the complaint, a member of our Customer Resolution Team has been in contact with the complainant directly, outside of the Better Business Bureau response platform, to prevent the release of private or other protected information.
  
  We appreciate the Better Business Bureau’s assistance in bringing this matter to our attention. 

  Business response

  08/03/2023

  To Whom It May Concern: 
  
  LegalEASE has been in communication with this member in an attempt to resolve their concerns.  Although LegalEASE has a robust nationwide network of attorneys, we are unable to guarantee that a network attorney who practices the specific type of law required will be available within a member’s geographic area.  In this matter, the member was, in fact, provided with referrals to network attorneys located within his geographic area but, for various reasons the member chose not to engage the services of those attorneys for his legal matter.  LegalEASE does not have unlimited plan attorneys in any given geographic area and once those options are exhausted, we advise the member, as we did in this case, that his remaining options are either to 1) allow LegalEASE to expand the geographic area search to try to locate a plan attorney the member would like to work with or 2) perform his own search to locate an attorney he would like to work with and utilize the Out of Network benefits offered under the member’s policy.  The member was not satisfied with either of those options and insisted that LegalEASE pay for services beyond the Out of Network benefit allotment, so in a good faith effort to resolve the member’s complaint, LegalEASE offered to provide $5,000.00 toward the cost of an attorney’s services.  This amount is above and beyond the Out of Network benefit provided under the policy.  We understand the member is not satisfied as he believes this amount will not cover the entire cost of an attorney’s services for his legal matter.  The LegalEASE plan benefits are not guaranteed to cover the entire cost of an attorney’s services for any given legal matter, but rather are intended to decrease the total amount a member must pay for an attorney's services.  At this time, LegalEASE considers this matter closed as we are not responsible to provide coverage beyond the benefit limits outlined within the LegalEASE policy and have already gone above and beyond those limits in an effort to provide excellent customer service.       

  Customer response

  08/08/2023

  I accept their resolution. Thank you.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Legalease for help with my closing 1/12/23. First round, I spoke to a handful of people who were going to contact the attorney in network. Found out that attorney retired and I wasn't able to get the new attorney paperwork for my case prior to the close. They referred me to an out-of-network lawyer that didn't receive the insurance/case paperwork, so I had to pay expenses out-of-pocket for my attorney's fees at my closing. After the closing, I contacted Legalease to get reimbursed for almost $1,000. They sent me an email asking for things like an itemized list of closing fees and canceled checks. I did not make a check payment. I made an electronic transfer for the full closing costs/down payment. I won't be getting my money back since no one is available to speak, just an unmonitored email.

  Customer response

  03/27/2023

  Better Business Bureau:
  
  This letter is to inform you that Legal Access Plans, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/15/2023 and assigned ID ******00.
  
  Regards,
  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pay for LegalEASE monthly through an employer-supported plan. In February, I used LegalEASE to find and contact a family law attorney through their in-network list of attorneys. I contacted LegalEASE by phone ahead of the process to make sure that I was taking the correct steps, and was assured that I would be reimbursed once the process with the attorney was complete. Following the instructions I was given: - I located an attorney and contacted them on Feb. 8. - LegalEASE sent me an email CONFIRMING that a request for benefits was successfully submitted on Feb. 8, 2022. - I scheduled an initial law office consultation and paid a retainer fee to the attorney of $250 on Feb. 17. According to the LegalEASE written policy: - LegalEASE covers 100% of the initial law office consultation of up to 1 hour per quarter. - LegalEASE covers Family Matters including uncontested divorce, up to 10 hours, for participating attorneys, and up to $595 for non-participating attorneys. However, when I contacted LegalEASE to discuss reimbursement of the $250, the support specialist said there was no record of my ever using LegalEASE to locate an attorney. I asked for a supervisor and was told they would call me back. This never occurred. I have contacted LegalEASE 3 times since April and have received no answers, nor a reimbursement for the fee paid. I feel I've been defrauded of $250. I was lied to by LegalEASE support. I will be contacting my company's HR department and requesting that they remove LegalEASE from the 2023 benefits package and do no further business with them.

  Business response

  08/09/2022

  Thank you so much for your valuable feedback regarding the utilization of our legal referral program. I certainly apologize for the drug out confusion here, as you are absolutely entitled to your free consultation appointment, therefore reimbursement by either the attorney office, or by Legal Access Plans to make this right for you. 

  If you would be so kind to contact me directly at *************@legalaccessplans.com so that I have your contact information to confirm the best shipping address to get your reimbursement situated as quickly as possible, I would greatly appreciate it. I again apologize profusely that this incident has occurred in the first place. We are here to help and are committed to making this right. 

*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. ↩