Complaints

This profile includes complaints for Protection Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Protection Direct

  2021 Goose Lake Rd Ste B Sauget, IL 62206-2822

• 

  Protection Direct

  300 N Tucker Blvd Saint Louis, MO 63101-1914

• 

  Protection Direct

  505 Corporate Center Dr Belleville, IL 62221-7629

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:10/02/2024

  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.

  This company solicited my 98 yr old father-in-law, who was clearly suffering memory confusion, by telephone into entering a verbal contract for vehicle service protection. There has been no communication via mail to confirm contract, luckily after contacting his bank who gave me enough information to track down this scam company, I called them to let them know no other payments will be automatically deducted, and was looking for a refund, I was put on hold for a quite a while and never did get to speak a supervisor. This is a despicable company!

  Business Response

  Date: 10/08/2024

  Better Business Bureau
  ********* Office
  ***************
  *******************
  
  
  Re: ******** ******* ******
  
  
                  We have received your correspondence regarding complaint case ********* made by Ms. ******* ****** on behalf of her father, Mr. ****** ******* against Protection Direct. Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter. We have subsequently provided our findings for your review.
  
                  First and foremost, we feel that it is essential to note that our organization does not possess any kind of confidential of private consumer information such a persons age, birth date, or medical history. As such, at the time of our communication with Mr. ******* our organization was not aware of any potential conditions that would limit or diminish his ability to make sound financial decisions on his own behalf. Our records indicated that Mr. ****** contacted our office on July 8, 2024, to inquire about coverage for his residence. Upon discussing the coverage options available to him, Mr. ****** subsequently elected to enroll in our home protection program. Per the terms of the sale, Mr. ****** agreed to make an initial down payment followed by monthly installments, in return for three (3) years of coverage for his home.  
  
                  Our records indicated that Ms. ******* ****** contacted our office on October 2, 2024, requesting to speak with a manager regarding her fathers account. In attempting to get the call transferred over to a manager,Ms. ****** subsequently disconnected the call, and we received no further communication regarding the referenced account until our receipt of the complaint correspondence. In light of the information provided within Ms. ******* complaint inquiry, we have subsequently cancelled her fathers contract and initiated full refund of the down payment and monthly installment made on the referenced account. We anticipate that Ms. ****** should see the aforementioned refund reflected on her fathers account. We have additionally flagged Mr. ******* account as a Do Not Contract account in an effort to avoid any future ********* light of the forgoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/26/2024

  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 asked this Home Protect Direct warranty company to cease and desist with the constant barrage of mail solicitations. They say they will, but then the junk mail keeps coming.

  Business Response

  Date: 10/08/2024

  Better Business Bureau
  St. Louis Office
  211 N. Broadway
  St. Louis, MO 63102
  
  
  Re: 22344005 – Gregory Hill
  
  
                  We have received your correspondence regarding complaint
  case 22344005, made by Mr. Gregory Hill against Protection Direct. In light of
  said correspondence our office has conducted a thorough investigation of the
  referenced matter and have subsequently provided the following findings for
  your review.
  
                  First and foremost, we feel it is important to note
  that there are numerous companies that offer products similar to those offered
  by our organization, that also use mail advertisements to marketing of their services.
  Despite a thorough examination of our marketing databases, we were only able to
  locate record of one (1) advertisement marketed to Mr. Hill on behalf of our
  organization. Said advertisement was dated, 9/13/2024. Our
  records subsequently indicated that Mr. Hill contacted our office on September
  26, 2024, asking to be removed from any future marketing campaigns. As
  requested, Mr. Hill was immediately placed on our “Do Not Contact” list and a
  review of our records confirmed that no advertisements have marketed to Mr. Hill
  subsequent to said date. Accordingly, based on our review of this matter, we
  believe that it is clearly evident that Mr. Hill is being marketed by companies
  offering services similar to those offered by our organization.
  
  As previously
  indicated, Mr. Hill is already on our “Do Not Contact” list as has been since
  September 26, 2024. Additionally, based on our vigorous review of this matter
  we are confident that any advertisements received by Mr. Hill subsequent to
  said date were not marketed on behalf of our organization. In light of our
  review findings, we respectfully request that your office considers this matter
  to be closed as Information Only.
  
  Sincerely,
  
  Jason Svoboda
  Customer Service Manager
  Protection Direct

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service 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.

  Incessant mailings - Immediate Response/ Final Attempt/ Urgent / Time Sensitive letters from Home Protection Direct, *************************************** about expiring Home Warranty. Several mailings a month, different or no business name. When I call to be removed from their list the person gets angry and arrogant. Last call 2 days ago they said they CANT remove me ?!? Hogwash ! I want all of them stopped please ! ************. Also SHW1828327, 877-486-6737, 0702H3338, 800-516-0881. Why cant these scammers be put out of business ? Thank you in advance,**************

  Business Response

  Date: 07/22/2024

  Better Business Bureau
  ********* Office
  *****************************************************************************
  
  
  Re: ******** ******* ***** *******************************
  
  
                  We have received your correspondence regarding complaint case ********, made by **************************** ***** ******************************* against Protection Direct. Upon receipt of said correspondence our office initiated a thorough investigation of the referenced matter. We have subsequently provided the following information for your review.
  
                  Despite vigorously examining our marketing database,we were only able to locate record of one (1) advertisement marketed to Mr.***** ************************* on behalf of our organization, dated April 11, 2024.Furthermore, our records do not show any communication or other correspondence with Mr. ***** ************************* regarding this matter, including any previous requests to be removed from our marketing campaigns. As noted within the complaint inquiry, the advertisements received by Mr. ***** ************************* over time have referenced a variety of different business names, addresses, and contact information. Accordingly, based on our review of this matter, we believe that it is clearly evident that Mr. ***** ************************* are being marketed by companies other than Protection Direct.
  
  As requested within their complaint inquiry, we have subsequently added Mr. ***** ************************ to our internal Do Not Contact list to ensure the restriction of any further marketing advertisements on behalf of our organization.Furthermore, we believe it is important to understand that there are numerous companies that utilize mail advertisements to market a variety of services to countless consumers nationwide. As previously noted, based on our investigation, it is evident that Mr. ***** ************************* are being marketed by additional companies for which our organization does not have any control over. Accordingly, we would encourage Mr. ***** ************************* to look further into having her information restricted with these organizations to alleviate their receipt of these types of advertisements. In light of the aforementioned information, we respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:06/26/2024

  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 cancelled my home warranty and received a refund. I asked the company to remove my name and number from their phone call list, from their mailing list for any and all contact in the future. I am elderly and suffer from dementia and told them so. The nature of my complaint is they continue to send me letters regarding my "lapsed" policy that I intentionally cancelled. I have requested they not contact me at all, for any reason, but I still receive letters and want them to stop.

  Business Response

  Date: 07/01/2024

  Better Business Bureau
  ********* Office
  ************************************************************************
  
  
  Re: ******** *********************
  
  
                  We have received your correspondence regarding complaint case********, made by ************************* against Protection Direct. We have subsequently conducted a thorough investigation of the referenced matter and providing the following findings for your review. 
  
                  First and foremost we feel it is important to note that our company has never had any previous communication or correspondence with ****************. **************** has never had a previous contract with our organization and in reviewing our marketing database, we were only able to locate one (1) advertisement ever sent to her on behalf of our organization.Accordingly, it seems clear that the company being referenced within *************** correspondence is a company other than Protection Direct.
  
                  However, we would like to apologize for any inconvenience that the receipt of our marketing piece may have caused *************** as that is certainly not our intention. Though we do our best to remove consumers who wish to not receive advertisements from our marketing database,we are not always aware of said intentions at the time the advertisements are produced. In an effort to assist in the resolution of this matter, we have added **************** to our internal Do Not Contact list as requested within her complaint inquiry. In consideration of the foregoing, we would respectfully request that you consider this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 07/01/2024

  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:05/23/2024

  Type:Billing 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 received a phone call from Home Protection Direct stating that my home warranty was expiring. I wish to cancel the $345 they received and cancel policy if arrives.

  Business Response

  Date: 05/23/2024

  Hello,

  This customer has already submitted a review that has been answered. Since the review was submitted and reconciled already we believe this complaint should be Invalid. We have cancelled and refunded this customer in full. If proof of refund is needed we will provide. Please let us know if anything else would be needed to consider this complaint Invalid.

   

  Thank you

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service 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.

  My underage(11yr old) child is getting mail from them claiming her vehicle warranty is expiring and soliciting business from her.

  Business Response

  Date: 05/24/2024

  Better Business Bureau
  ********* Office
  *****************************************************************************
  
  
  Re: ******** *********************
  
  
                  We have received your correspondence regarding complaint case ********, made by ************************* against Protection Direct. Upon receipt of the aforementioned correspondence, our office initiated a thorough investigation of the referenced matter. We have subsequently provided the following findings for your review. 
  
                  In reviewing our marketing database, we were only able to locate a single advertisement sent on behalf of our organization, which has been provided as part of ************** complaint correspondence. Additionally,we do not have record of any other communication or correspondence in regard to the aforementioned advertisement.
  
                  We would like to offer our most sincere apologies to ************** and her daughter for any inconvenience our advertisement may have caused them. It is certainly not our intention to inconvenience any individual,especially one who is not of age to utilize the marketed product. It is important to note that our consumer data is legally purchased from a variety of sources and though we do our best to purge bad or unreliable data, it is not always a perfect science. In an effort to resolve this matter, we have added the referenced information to our internal Do Not Contact list to restrict the production of any future marketing advertisements. In consideration of the foregoing, we would respectfully request that you consider this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:04/29/2024

  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 received several letters from "Home Protection Direct" mentioning my lender and with a sense or urgency asking me to call immediately to renew my home warranty. They have no affiliation with my lender nor my home warranty. Please get them to stop sending these letters. I did a ****** search and quickly determined they are scammers. I do not want their business nor did I give my permission for them to have my information.

  Business Response

  Date: 05/10/2024

  Better Business Bureau
  St. Louis ****************************************************************************************************** ******** *******************************
  
  
                  We have received your correspondence regarding complaint case ********, made by *********************************** against Home Protection Direct. Upon receipt of the aforementioned correspondence, our office initiated a thorough investigation of this matter and have subsequently provided the following information for your review.
  
                  Despite vigorous review of our marketing database, we have only been able to locate one (1) record for an advertisement sent to ***************** on April 11, 2024, which has been provided as part of their complaint inquiry with your office. Additionally, we have had no communication or subsequent correspondence with ******************, outside of the original marketing advertisement and your correspondence regarding this complaint. Based on the information contained within Ms. ******** inquiry with your office, we feel it is essential to note that there are countless companies that utilize mail advertisements to market services similar to those offered by our organization.Additionally, there are many companies that utilize a variety of dba names that closely resemble those of other organizations within the same market space.Accordingly, based on our investigation findings, we believe it is evident that ****************** is being marketed by more companies other than Home Protection Direct.  
  
                  Additionally, we would like to note that our organization has been serving customers within the ********************** contract industry for more than two (2) decades now and has helped hundreds of thousands of customers with home and auto repairs. Moreover, our organization maintains an A+ Rating with the BBB and our programs are backed by only the top-rated insurers and administrators.
  
  In closing,we would like to offer ****************** our most sincere apologies for any inconvenience that this situation may have caused her. It is never our intention to inconvenience any consumer, but rather to offer them an opportunity to purchase coverage they might not have otherwise known to be available to them. As requested within Ms. ******** complaint inquiry, we have subsequently added her information to our internal Do Not Contact list to ensure no future advertisements are marketed to ****************** on behalf of our organization. However, we would like to note that we cannot make any representation as to the actions of other companies who may be marketing to *****************.  In light of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:04/16/2024

  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.

  4/16/24 Late last week I received a letter from Home Pretection Direct, *********************** I also received another today. I have been the letters since I never back into my home after it had been rebuilt (house fire on July22,2022), I putchased a home warranty and it expired in 2026.All of these letters, this is not the only company, are telling me my warranty has expired - I here do the get this info??I tried to call this home Protection Direct at the number provided (1-8777-712-6042), they ask for my passcode-I have no clue what they are talking about (it is all computer with NO way to get to a live person.I have tried to ****** them and found absolutely nothing on them.So, who are they and how can I get them and others to stop with the home warranty junk mail?

  Business Response

  Date: 04/29/2024

  Better Business Bureau
  ********* Office
  *****************************************************************************
  
  
  Re: ******** *****************************
  
  
                  We have received your correspondence regarding complaint case ********, made by ********************************* against Protection Direct. In light of the aforementioned correspondence, our office has conducted a thorough investigation of the referenced matter and have subsequently provided the following information for your review.
  
                  In reviewing ******************** inquiry with your office,we feel it is important to note that there numerous companies that utilize mail advertisements to market services similar to those offered by our organization.Based on Ms. ********* inquiry with your office it is clear that she is receiving advertisements from other companies as well. Based on their review of our marketing database, we were only able to locate two (2) advertisements marketed to ******************** on behalf of Home Protection Direct. Additionally, it is worthwhile noting that the phone number referenced within ******************** inquiry with your office is in no way associated with our organization or any of our affiliated companies. Despite a thorough review of our records, we were unable to locate any communications or correspondence other than the two (2)advertisements mentioned above.
  
  In light of Ms. ********* complaint inquiry, we have subsequently added her information to our internal Do Not Contact list to ensure the restriction of all future marketing advertisements to ******************** on behalf of our organization.Unfortunately, we cannot offer ******************** any assistance regarding advertisements that she is receiving from other organizations, other than advising her to attempt to contact them and request removal from their marketing campaigns.
  
  In closing, we would like to offer ******************** our most sincere apologies for any inconvenience that the receipt of our advertisement may have caused her as that is certainly not our intention. As previously mentioned, we have added ******************* to our Do Not Contact list and as such would ask that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:03/06/2024

  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.

  Would like to stop receiving unsolicited junk mail from this company to my address.

  Business Response

  Date: 03/15/2024

  Better Business Bureau
  ********* Office
  *****************************************************************
  
  
  Re: ******** *****************************
  
  
                  We have received your correspondence regarding complaint case ********, made by ********************************* against Protection Direct. In light of said correspondence, we have conducted a thorough investigation into this matter and have subsequently provided the following information for your review.
  
                  Based on our review of our marketing database, we were only able to locate one (1) record of any marketing advertisement sent to ****************** on behalf of our organization. Moreover, we were not able to locate a record of any other communication or correspondence between our office and ******************. As requested by ******************, we have subsequently added him to our Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization.
  
  In closing,we would like to offer ****************** our most sincere apologies for any inconvenience the receipt of our advertisement may have caused him, and that is never our intention. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 03/15/2024

  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:02/29/2024

  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.

  Incessant mail from this company, misleading information that makes you believe you need to renew property warranty. Have never been associated with this company, or inquired about service with this company. Getting 1-2 letters a week from them stating EXTREMELY URGENT and TIME SENSITIVE. How can we make them stop.

  Business Response

  Date: 03/15/2024

  Better Business Bureau
  ********* Office
  *****************************************************************************
  
  
  Re: ******** *************************
  
  
                  We have received your correspondence regarding complaint case ********, made by ***************************** against Protection Direct. Upon receipt of said correspondence, our office initiated a thorough review of the referenced matter. We are subsequently providing your office with the following information for your review.
  
                  First and foremost, we would like to offer **************** our most sincere apologies for any inconvenience the receipt of our marketing advertisement may have caused her. It is never our intention to inconvenience and consumer, but rather to provide them with services they might not otherwise know to be available to them. Nevertheless, we have subsequently added *************** to our internal Do Not Contact list, to ensure that **************** does not receive any future advertisements on behalf of our organization. 
  
  In closing,we would like to again offer our most sincere apologies to **************** for any inconvenience this matter may have caused her. We are confident that the actions outlined above will ensure ****************** desired resolution of this matter. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 03/16/2024

  Complaint: 21367042
  
  I am rejecting this response because:
  
  I believe that this type of marketing is deceptive, and borderline criminal to make consumers believe that their home warranty is expired, and to act now! Adding words like urgent and immediate attention required.

  I believe you are praying on senior citizens, so they will give you their money. 
  
  I am not looking for anything from you or your company except to say that with reading all of the Better Business Bureau complaints , It is obvious that there are many other people that feel the same way. My hope that The state of California would fine or stop the harassing and false advertising businesses such as yours.

  Sincerely,
  
  *************************