Takiyah D.
My experience with Morgan & Morgan
My experience with Morgan & Morgan, particularly in working with attorney Sam Burson and case manager Coran Gardner, has been disappointing from a client-service and communication standpoint. I want to be fair in acknowledging that work was done on my family’s cases. Sam successfully negotiated settlement offers for my children, and Coran provided updates regarding settlement checks, provider reductions, and other outstanding matters. I recognize that portions of the settlement process depend on insurance companies, medical providers, and other third parties and are therefore not entirely within the firm’s control. However, my primary concern throughout this experience has been the lack of proactive and consistent communication. Far too often, I felt responsible for initiating contact to determine the status of our cases, what steps had been completed, what remained outstanding, and what timeline I could reasonably expect. There were also instances where I had to follow up multiple times for a return call or clarification, as well as situations involving paperwork where the communication between members of the team appeared inconsistent. This became especially frustrating because I communicated clearly that the accident had created significant financial hardship for my family and asked whether anything could be done to expedite the process. I also made it clear that I was willing to immediately provide any documents, signatures, or information needed from me to prevent unnecessary delays. Despite communicating that urgency, I continued to find myself following up for status updates and timelines. I understand that legal cases take time and that attorneys and case managers cannot control every aspect of the process. My criticism is not simply that the process took longer than I wanted. It is that, as a client, I should not have had to work this hard to remain informed about my own case. When someone hires a law firm, particularly following an accident and during an already stressful period, communication matters tremendously. Even when there is no major development, a brief proactive update saying, “Here is where we are, here is what we are waiting on, and here is what happens next,” can make a significant difference. Morgan & Morgan is a very large firm, but clients still deserve to feel that their individual case matters. Based on my experience with Sam and Coran, the firm could greatly improve its client experience through more proactive communication, clearer timelines when possible, better internal coordination, and more consistent follow-through. I appreciate the work that was ultimately performed on our behalf, but the communication and overall client-service experience fell short of what I expected from a firm of Morgan & Morgan’s size and reputation.
Response from Morgan & MorganAug 31, 2026
Thank you for taking the time to share your experience. We are very sorry to hear that our communication did not meet your expectations throughout the handling of your family’s cases. While we appreciate your acknowledgment of the work completed, we understand how important proactive updates, clear timelines, and consistent follow‑through are. Your feedback is important, and we take concerns like these seriously. If you have any remaining questions or would like to discuss your experience further, we welcome the opportunity to speak with you directly. -Client Experience Team