“My selected attorney over promised and under delivered. The delays without communication cost me a client and cost more than we promised. UpCounsel didn't resolve the issue, instead they forced additional communication without any discount, consideration, or resolution.”
“The attorney didn’t do anything with my documents (no repairs) and charged me $1500, he refused to acknowledge comments he missed without more money from me.”
“I appreciate the idea behind the platform, but the execution falls short. There are very few lawyers available, and the overall quality of service feels inconsistent. Many attorneys on the platform have a narrow focus and a limited skill set, which makes it difficult for clients to get meaningful support, especially for issues that don’t fit neatly into a single practice area. The platform promotes unbundled services, but the lawyers themselves often aren’t equipped to deliver them in a way that actually meets client needs.
The legal industry has long relied on information asymmetry: clients didn’t know what questions to ask, what the law required, or how to evaluate the quality of legal work. That dynamic is changing. Clients now expect transparency, clarity, and value, not vague assurances or recycled templates. Platforms like this could help shift the industry, but only if they attract attorneys who are willing to work in a more open, client‑centered way.
AI is accelerating a shift the legal industry has resisted for decades. Clients no longer need lawyers simply for access to information or for modified boilerplate templates based on whatever content an attorney happens to be familiar or comfortable with. Modern tools make information widely accessible, which means the real value now lies in analysis, judgment, and the ability to integrate facts across domains. Lawyers with narrow focus areas and limited skill sets will struggle in this environment unless they learn to leverage technology and deliver genuinely client‑centered, transparent service. The platform would benefit from recruiting attorneys who understand this transition and who can work alongside modern tools rather than relying on outdated habits.
The legal profession is also facing a credibility challenge. For years, many attorneys have operated with narrow practice areas and limited skill sets, relying on the assumption that clients wouldn’t notice gaps in quality because the information wasn’t accessible. That model is no longer sustainable. Clients can now see when work is boilerplate, when analysis is shallow or incorrect, and when an attorney is simply modifying a template rather than engaging with the actual facts. Transparency is no longer optional; it’s the baseline expectation.”
“Slow response to issues. Unauthorized billing pushed through without checking and confirming legtimancy of invoices. Good luck getting customer service on the phone or to return a call.”
“The service provided was good at first. When the demand letter for payment was refused by the contractor who owed me for a contract breach I consulted the attorney handling my account with UpCounsel. She advised me that our agreement was completed. I asked her what we would need to do to continue my case to completion thru additional collection efforts . She advised me that she was not interested in completing or continuing what she started. I had been charged by UpCounsel for reviewing over 50 documents I submitted proving my case. My attorney even agreed it was definitely a breach of contract case . Ive spent over $1,600 with UpCounsel a complete waste because to continue I have to retain new counsel to prep and argue my Prima fascia case.
Honestly, I think she got cold feet because she is maybe not licensed in Tennessee to try this case of required. Im sure UpCounsel is great in their element. My case however has not established what that element is. I am not angry but would never seek assistance on any other case from UpCounsel. Very disappointed. That was my exact words to the attorney from UpCounsel who shall remain nameless. We both know who she is.”
“I’ve used UpCounsel before and will likely use it again — there are great attorneys on the platform (shout out to Quin who initially managed our scope and we were very happy working with him), and I appreciate the accessibility it offers. That said, my recent experience was unfortunately disappointing and felt a bit like a bait and switch.
We were very clear and communicative about our scope from the start. However, the initial documents delivered contained critical errors — the kind that could have created serious issues for us down the line. We had to go through everything ourselves and prepare a detailed correction document outlining what needed to be fixed.
Instead of acknowledging the importance of those fixes, the head attorney claimed they were going way above and beyond — essentially because we caught their errors and documented them for review. That response was frustrating and made it feel like we had somehow overburdened them, when in reality we were doing damage control. It’s a really poor way to start a professional relationship.
Toward the end of the engagement, we were told we’d need to pay more to complete the original scope because we were supposedly outside of a 30-day window — something buried on the site but never made clear (despite many emails within the 30 day window (in June) stating we would like consultation hours in July and team either ignored those comments in our emails or completely overlooked them). After some back and forth via email, they finally agreed to finish the scope, which included a promised 2-hour consultation across several items. What we got a single 30-minute session that offered general advice we pretty much already knew. It felt a tad rushed, surface level, and definitely not worth the extra effort. And I am not sure why they offered a consult around this to us.
Some attorneys on UpCounsel are great — and the platform is very useful — but this particular experience was disappointing, and I’d caution others to be extremely vigilant about reviewing work and clarifying expectations and timelines up front.”
“The process of finding an attorney was very quick, and I was happy with it until I had the first work delivered after paying for 1.3 hours of work (initial estimate: 1.2). The attorney only had a first draft that did not accomplish what I needed (I sent extensive descriptions so it should have been clear), and actually spent time on work I did not need.”
“As I platform I think that Upcouncil could work well. However, you need to better vet your attorneys. I selected to work with Chelsie Cambell for a simple transaction last July. It is February and its still not resolved. I needed to transfer a business from CA to NV. I have had to follow up with her every month. In fact Im now having to deal with the state of NV myself to get things done. I found out yesterday that the filing (done by Chelsie) was rejected back in January. Its mid February- had I not communicated with the state myself, Chelsie would have no idea. She should not be an attorney. And you certainly shouldnt promote her on your platform.”
