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:10/17/2022

  Type:Sales and Advertising 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 targeted my mother with dementia and fraudulently signed her up for a totally unnecessary auto warranty by sending fake letters and making calls to say she was "behind on her payments". She was charged almost $600.

  Business Response

  Date: 10/24/2022

  Better Business Bureau
  ********* Office
  211 ***********
  *********, ** 63102
  
  
  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 this matter and have subsequently provided our findings for your review.
  
  First and Foremost, we feel it is of the upmost importance to address the complainants allegations suggesting that we are somehow targeting or preying on consumers. Despite the alleged, it would be impossible for our organization target or prey on individuals based on personal criteria such as their age or medical condition as we are in no way privy to said information. The data utilized for the marketing of our services solely contains basic consumer information, many times which is readily available public information. Accordingly, we can confidently say that our organization has in no way targeted or attempted to prey on *************
  
  In reviewing our marketing records, we were able to locate one advertisement addressed to ************, dated July 29, 2022. According to our records, ************ called our office on August 15, 2022, in response to the aforementioned advertisement, to inquire about potential coverage options. ************ subsequently elected to enroll in our home protection coverage program. Since said time, we have received no further communication or correspondence from ************ prior to the receipt of this complaint.
  
  In closing, we would like to offer our sincere apologies for any inconvenience we have caused ************ or her family as we can assure all parties that that was never our intention. In the spirit of good customer relations, we have elected to void ************** contract and issue a full refund of all monies paid towards her account. 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: 10/24/2022

  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:09/10/2022

  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.

  This company has been sending my father who had dementia letters for about 6 months. They even got him to pay $250.00 once before I called and got him a refund.

  Business Response

  Date: 09/23/2022

  
  We have received your correspondence regarding complaint case ********, made by *** ******
  ******* against Protection Direct. In light of said correspondence, our office has conducted a thorough
  investigation into the allegations contained within *** ********s complaint. We have subsequently
  provided the findings of said investigation for your review.
  First and Foremost, we feel it is important to understand that there are multiple companies
  nationwide that offer home and auto protection services similar to those offered by Protection Direct.
  Likewise, many of said companies also utilize mail advertisements similar to those used by our
  organization. As such, consumers frequently mistake our advertisements or even our company with
  others companies that may be offering them comparable services.
  Upon reviewing our marketing database, we were only able to locate one (1) record for
  advertisement, dated August 26, 2022. In reviewing said record it was determined that we received a call
  on September 12, 2022, from an individual identifying themselves as *** ********s daughter and
  requesting that their father be removed from our mailing list. Per said request, *** ******* was
  subsequently added to our internal Do Not Contact list to restrict any future mailings.
  Moreover, despite allegations within the complaint, we have no records of any additional
  marketing advertisements ever being mailed to *** ******* on behalf of our organization. Likewise, we
  have no record of *** ******* ever purchasing any coverage from our organization and thus have no
  record of issuing any kind of refund. Additionally, in light of said complaint, we feel it is important to note
  that our organization is in no way privy to personal information sensitive to the consumers to which we
  are marketing. Accordingly, we are not aware of the age of said consumers nor are we aware of medical
  conditions that they may possess. It is merely our intention to offer consumers coverage they may not
  have otherwise known to be available to them.
  Based on our investigation of this matter, we have confirmed that *** ******* has already been
  placed on our internal Do Not Contact list on September 12, 2022, per the request of his daughter. In
  consideration of the foregoing, we would respectfully request that your office considers this matter to be
  closed as resolved.

   

• Initial Complaint

  Date:08/22/2022

  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.

  I purchased a home protection policy form this company 2 months ago, the policy clearly states I will be responsible for a $100.00 deductible on all claims. I filed a claim with them regarding a 50 gallon water heater. This company sent me the names and numbers of 3 local plumbers that I should call, which only one accepted this insurance, however they said I would have to pay them then I could submit the paid bill to Protection Direct to be reimbursed. I paid the plumber out of pocket over $1800.00 and now this company will not reimburse me the cost of replacing the hot water heater.

  Business Response

  Date: 08/25/2022

  
                  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 this matter. We have subsequently provided the findings of
  said investigation for your review.
  
  According to
  our records, *** ***** purchased a service contract for her home on May 23,
  2022. Per the terms of the agreement, *** *****’ residence would be covered for
  failures to specific utility systems and appliances for a period of thirty-six
  (36) months. *** *****’ contract likewise contained various provisions including
  exclusions as well as specific limits of liability.
  
  According to
  the administrator, *** ***** contacted their office on August 15, 2022,
  indicating that she was having issues with her hot water heater. *** ***** was
  subsequently provided with the necessary steps to initiate a repair claim. Due
  to the absence of an affiliated service provider in the customer’s area, *** ***** was advised to contact a local service provider to diagnose the issue
  with her water heater. *** *****’ subsequently contacted our office later that
  day indicating that she was able to get a service provider to look at her water
  heater, but that they would not work with our company directly. We advised *** ***** that we are happy to work with any provider, but unfortunately, we cannot
  control the practices of another company. We subsequently advised *** *****
  that she could provide the repair estimate and we would be happy to reimburse
  her in accordance with the terms and conditions of the contract language. *** ***** indicated that that was not acceptable and that she had already contacted
  her bank to dispute the payments on the contract. We once again advised *** ***** that we are trying to assist her, but we cannot control the policies of
  the service provider.
  
  Since said
  time, we have not received any further communication or correspondence from *** *****. In reviewing this matter it was determined that the customer did dispute
  two (2) monthly installments as she indicated during her communication with our
  office on August 15, 2022. In connection with the dispute, the two (2) payments
  have been returned to *** ***** which has subsequently resulted in the
  cancellation of contract due to non-payment. As such, we would no longer be
  able to provide any assistance for the repair of the customer’s water heater.
  However, in light of the customer’s dissatisfaction with the service, we have
  elected to refund her initial down payment in the amount of $195.00.
  Accordingly, with the issuance of said payment, *** ***** will have received a
  full refund of all monies paid in towards the contract. In consideration of the
  foregoing, we would respectfully request that your office considers this matter
  to be closed as resolved.  
  
  Sincerely,
  
  ***** *******
  Customer Service Manager
  Protection Direct