Complaints

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

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  PROTECTALL

  9151 Boulevard 26 Ste 100B North Richland Hills, TX 76180-5600

  
• 

  PROTECTALL

  777 South State Road Seven Margate, FL 33068

• 

  PROTECTALL

  1000 E Hillsboro Blvd Ste 102 Deerfield Beach, FL 33441-3628

• 

  PROTECTALL

  1006 E Maple St Sutton, NE 68979-2149

• 

  PROTECTALL

  106 E Maple Street Sutton, NE 68979

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:07/09/2025

  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 am filing a complain against GBS Warranty Services, LLC (the administrator of the *************************** Plan I purchased) for wrongfully denying a valid warranty claim. On 6/30/2025, I submitted a claim for a nail polish stain on my covered furniture. This was a sudden, accidental incident, clearly qualifying as a covered event under the plan's listed protections, which include "All Stains" on upholstered furniture. My claim was denied on the basis that the furniture had prior stains, and the company is now claiming this voids coverage. However: 1. The nail polish is a new, single incident, as required. 2. The warrant only excludes: Pre-existing damage (this was not pre-existing), accumulation of stains (this was a distinct, sudden spill), and damage due to misuse or neglect which does not apply.3. There is no clause stating that prior, unrelated stains automatically invalidate future claims. This denial appears to be an arbitrary interpretation of the terms, designed to avoid fulfilling coverage obligations. I have reviewed the warranty document in detail and believe my claim is fully valid under the terms outlined.

  Business Response

  Date: 07/21/2025

  Thank you for contacting us and sharing your concerns. We understand how disappointing a denied claim can be and appreciate the opportunity to provide further clarification. Based on your protection plan registration, the item in question was manually added, and to ensure accurate coverage verification, we kindly ask that you provide a copy of your original purchase invoice showing the item and any associated protection.

  Regarding your claim, we reviewed the technicians notes and submitted photos, and the claim was deemed non-warranted due to the use of improper cleaning methods. Specifically, the fabric was placed in a washing machine is not a recommended action based on the cleaning codes for ****** fabric pieces. At the time of your purchase, ****** Furniture did not carry any machine-washable upholstered items, and cleaning with unapproved methods is a listed exclusion. Additionally, our review noted multiple overlapping stains throughout the seat casings that extended beyond the nail polish incident. These additional stains suggest more than a single occurrence, which also impacts claim eligibility.

  We certainly understand your interpretation of the protection plan and your expectation of coverage for sudden, accidental events. Please know that all claims are evaluated based on the specific terms of the plan and the condition of the item at the time of review. If you're able to submit a copy of the purchase invoice, we would be happy to re-confirm the item's eligibility and ensure your claim was reviewed accurately.

  Customer Answer

  Date: 07/22/2025

  Complaint: 23570724
  
  I am rejecting this response because I did not put the fabric in the washing machine. They are still using the previous stains ti not cover accidental stains and that statement isnt mentioned in the agreement at all. I already attached the agreement to the original complaint. This is a scam to not cover damages. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/01/2025

  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 am writing to bring to your attention a concern regarding the warranty claim for my dining table set that I purchased from your company, GBS - ProtectAll.On June 27th, 2025, I spoke with a claim specialist about some marker stains on the dining chair. I was informed that the warranty could not be honored due to "accumulation of stains" over time. While I understand that fabric may fade and stain over time, my request was specifically for the removal of the marker stains. However, it appears that the policy has loopholes that are being used to deny the warranty claim, which makes me feel cheated by the company.I believe that a warranty should cover unexpected damages, such as marker stains, regardless of the fabric's condition over time. Therefore, I kindly request a review of my warranty claim and a reconsideration of the decision. I would appreciate it if you could address this issue promptly and provide a resolution that aligns with the warranty terms and customer satisfaction.

  Business Response

  Date: 07/21/2025

  Thank you for contacting us regarding your recent claim for the dining chair stains. We understand your concern and appreciate the opportunity to explain our findings. After reviewing the submitted photos, the denial was based on the condition of each dining chair, which showed signs of general accumulation, including various spills, stains, and soiling over time, in addition to the marker stains you reported. Our protection plan is designed to cover accidental, single-occurrence incidents, and unfortunately does not extend to damage that appears as a gradual buildup or multiple incidents, as outlined in the plans terms and conditions.
  We know this may not be the outcome you were hoping for, especially since the marker stains were your primary concern. However, because of the overall condition of the chairs and the presence of multiple stain types, the claim could not be approved under the plan guidelines.

  Customer Answer

  Date: 07/22/2025

  Complaint: 23529182
  
  I am rejecting this response because: 

  As we all know, any piece of furniture is bound to experience regular wear and tear over time with its usage. The marker stains, however, were a "one-time accident" and should be treated as such. It seems unreasonable to deny the claim due to other minor stains on the chair.
  We cannot expect the customer to raise a claim for every minor stain, as this would be completely unjustified. It's important to recognize that accidents happen and should be addressed accordingly. I believe it's essential to treat this specific incident with the appropriate consideration it deserves.
  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:06/30/2025

  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.

  Purchased over $6000 worth of furniture from Ashleys in Aug 2024. They automatically charged me $499 for an extended warranty, 5-year plan with Protect All didn't even discuss this with me. I had my husband with me he is disabled and in a wheelchair. Never really looked at my paperwork. So, in Nov 2024 I flipped cushion to find a stain on the cushion and decking. Called ****** at first, they told me it had to go under my extended warranty. Between ****** and Protect All they put me through endless calls. Finally, ****** cleaned the decking and replaced the cushion. This was **mpleted in Feb 2025. Once again flipping cushions to find the spot had returned on the cushions and decking bigger than the size of a basketball and now, I have all this black mold **ming up through the decking. Once again called ****** for them to tell me this is a stain, and I have to call Protect All they handle the stains. Called Protect All spoke to ***** and said I have been getting the run around about this situation he said they would send a tech out. Was sch for 5-30-25 tech in accident night before ***** 6-13-25. ******* took pictures, said mold he would send his report, and Protect All would **ntact us. So days later I get email claim denied. Stains all over, mult stains general soiling,gradule build up. But goodnews we work with ** in your area to clean it at your expense. called Protect all spoke to ****** told her I wanted to see the report,I wanted to know what the tech said to make them denied my clm, she said we can't do that, it is our re**rd between the tech and the ** asked to speak to a supv she said they will tell you the same thing, trans me to ***** and she did say the same thing asked to speak to her boss, she said she didn't have a boss. This ** is a scam they **ver nothing, they sent me a list of everything they don't **ver, THEY COVER NOTHING. I am a senior on a fixed in**me $499 is alot of money to throw out the window, Would you to this to your parents or family

  Business Response

  Date: 07/21/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating this experience has been, and we truly regret the inconvenience you've encountered. After the technicians inspection, the reported damage was identified as a mold outbreak, along with multiple stains and general soiling throughout the furniture. Under the terms of your protection plan, mold staining is specifically listed as non-covered exclusions, which is why the claim was unfortunately deemed non-warranted. We understand this was not the outcome you were hoping for, especially after the time you spent coordinating with both ****** Furniture and our team.
  Regarding your concerns about the purchase of the protection plan, please note, any request to cancel the plan will be prorated based on the terms and conditions. We recommend contacting ****** Furniture directly, to discuss your concerns regarding the pre-existing issue and questions about cancelling the plan.

  Customer Answer

  Date: 07/22/2025

  Complaint: 23521984
  
  I am rejecting this response because: This is out right ridiculous response, I asked to see the copy of the report to see just what the technician said. Called and even talked to a manager and their response is we don't show the customer the review. Why not. First of all, why would anyone purchase a extended warranty in the amount of $499 to cover nothing. Your company is a sham. I was never given anything as to what the extended warranty doesn't cover. If I had seen the list in the beginning, I would have never paid $499. I'm a senior on a fixed income; I do not have that kind of money to just throw out the window. How do you people sleep at night. Someone needs to shut this company down.
  
  Regards,
  
  ***** Means

• Initial Complaint

  Date:06/19/2025

  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 filed a claim to fix a rip/tear through the ProtectAll accident protection plan. They denied the claim although it explicitly stated that tears are covered in the program. Therefore I cancelled the protection plan in February 2025, filing paperwork, talking to representatives. Each month I call to check on the status of the refund check, they say the paperwork "got lost" or don't know why I haven't received it yet and start the process over. I have record of dates of each phone call and have uploaded the necessary paperwork several times. This is a stall tactic on their part, hoping I give up. If they won't honor a tear in the fabric stated in the protection plan, then I opted to cancel my coverage and they are just not sending a check after 5 months and monthly calls to check on the process.

  Business Response

  Date: 07/15/2025

  According to our records, a refund check was sent to the address on file. Please allow 10 business days to receive your check in the mail. 

  Customer Answer

  Date: 07/18/2025

  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/19/2025

  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.

  Subject: Request for Review of Claim Number MACL-129 I am writing to formally file a complaint against Protectall regarding the warranty protection claim associated with the number MACL-129. I purchased a warranty protection plan for my mattress and mattress pad in January 2021, trusting it would provide adequate coverage for a period of five years.On May 18, 2025, I filed a claim related to my mattress, accompanied by all necessary documentation. I subsequently followed up on May 19, 2025, at which point I was assured that I would receive a callback within a few hours; however, the promised communication did not occur.A week later, I contacted your office again and was informed that my mattress was covered by Guardmen instead of Protectall, a conclusion that was later determined to be incorrect. Following this clarification, I was requested to submit additional photographs, which I provided on June 2, 2025. Upon my follow-up on June 6, I was advised that the email address provided for submissions was incorrect, necessitating yet another submission of additional photos.This pattern continued, as on June 14, I received another request for further information. Each interaction with your office has introduced new requests rather than progressing my claim towards resolution. Eventually, I was informed that my claim had been denied due to alleged additional stains on the mattress, a claim that is fundamentally inaccurate as no such stains exist.I have requested documentation regarding these purported stains on June 16, June 17, and June 18, but I have yet to receive any acknowledgment or response indicating that my concerns are being addressed.I kindly request a thorough review of this matter by Protectall. I appreciate your attention to this issue and look forward to your prompt response.Thank you for your consideration.Sincerely, ***** F

  Business Response

  Date: 07/15/2025

  After careful evaluation, the claim was deemed non-warranted due to the presence of additional stains that could not be attributed to the single incident reported. As outlined in the terms of the protection plan, coverage is limited to specific types of accidental damage that occur from a single, identifiable event. When multiple or accumulated stains are present, it falls outside the scope of the plans coverage.
  We understand that this may be disappointing, and we want to assure you that the decision was made in accordance with the warranty guidelines in place.

  Customer Answer

  Date: 07/18/2025

  Complaint: 23490933
  
  I must strongly reject this response, as the denial of our claim is both unjust and unfounded. Protectall denied our claim by referencing a non-existent stain at the top of the mattress and arbitrarily dividing the actual stain into several separate stains. The reality is clear: there is only one stain on the mattress, as clearly shown in the photos we providedMattress cvr1 and mattress 6. It appears that Protectall took these actions simply to avoid covering the mattress, which would cost them over $3,000. This conduct suggests a pattern of deceptive and unfair business practices that ***** consumers.
  
  Furthermore, when we requested information about appealing their decision, Protectall stated that no appeals are allowedthat their decision is final. This lack of transparency and accountability raises serious questions about their commitment to fair business practices.
  
  Given the growing number of consumer complaints and the questionable rationale behind their denials, I urge that this business be thoroughly investigated. Consumers deserve to be treated with honesty and respect, not subjected to arbitrary decisions that serve only the companys bottom line.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  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 purchased the protection plan on 11/26/2023.I paid ****** for the protection plan.The business committed to repair damage done to any of the pieces of furniture I purchased.I filed a claim with them to repair a tear in the seam on the left power recliner footrest on a loveseat and the claim was denied.The business has made no attempt in trying to resolve the problem.

  Business Response

  Date: 06/16/2025

  We apologize for any inconveniences you have experienced. We reviewed the photos submitted with your claim, and the damage was identified as seam separation. Unfortunately, seam separation is not covered under the terms of the protection plan. While we understand this may be disappointing, the plan does include specific exclusions, and this type of damage falls outside of what is eligible for service.
  
  
  
  

  Customer Answer

  Date: 06/19/2025

  Complaint: 23465361
  
  I am rejecting this response because your response is absurd and makes no sense. So are you basically saying that since it is a seam tear it isn't covered but if it wasn't in the seam you would cover it?
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/12/2025

  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 called my protect all to get my plan information to file a claim online. A representative who was hard to understand asked if Id like to file through the phone. After giving him the correct information, he denied me, in my description of the issue I told him that there was metal grinding that shook with the foot rest part, and that it was scratching my floor while making a grinding noise. He decided to file my claim as noise which he told me was not covered. He asked me about when it started, and I told him it had just appeared. The representative then said it had to be within 30 days (I did figure out the correct date which was May ***************************** correct it.) I asked the representative to not file the claim and that I was going to try to find my agreement. tried to go back online to see my account and I am not able to log in.

  Business Response

  Date: 06/16/2025

  The claim was thoroughly reviewed, and we want to clarify the reason it was not eligible for coverage. The initial claim was filed for grinding noises and mechanical issues. During the claim process, when asked when the damage was first noticed, you stated it began approximately a year ago. As outlined in the protection plan terms, all claims must be filed within 30 days of noticing the damage to remain eligible. Because the reported issue fell outside of that required time frame, the claim could not be approved.
  We understand there was some frustration with the process and apologize for any inconveniences you have experienced. 

  Customer Answer

  Date: 06/24/2025

  Complaint: 23454569
  
  I am rejecting this response because:
  Originally I had described the problem correctly and provided the grinding as a description of the main issue. Your representative was not only hard to understand, but gave me the incorrect information. My claim was correct in the date it started but your representative closed the case without correcting. I would like the policy to cover my repair as expected. 
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/04/2025

  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.

  Job ***** Jan 15, 2025 I placed a work order for my loveseat that was broke. A tech was sent out 1-24 and only looked at 1 side of the loveseat and ordered parts . A second tech was sent out on 3/15. He ordered parts for both sides of the love seat . He also ordered parts for the recliner that too was broke. Back and forth calling *** protect all they claim the recliner has been replaced due to no parts available . The mechanism that worked for the recliner was also needed to fix the love seat . After checking with the store the recliner can not be replaced because the factory no longer makes it. I asked for the *** to replace all 3 pieces of my furniture since they cant get the same replacement of what we purchased . This was leather furniture that was over ***** dollars and they still have no answers for the repair of the loveseat . Ive lost 5 months trying to get this taken care of and I still have a year longer with the warranty.

  Business Response

  Date: 06/11/2025

  We have taken the opportunity to review your recent claim. We have reviewed the pricing for the parts and are issuing a replacement for the damaged reclining loveseat. Your retailer will contact you with the next steps in the replacement process for the loveseat. Please note, the plan does not cover the replacement of matching pieces. We apologize for any inconveniences you have experienced.

• Initial Complaint

  Date:06/02/2025

  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 bought couches there in May of 2021 with warrenty for 5 years, now my couches are messed up and no one wants to help me. I am a mother with 2 kids I bought my furniture there with them falsely tell me lies that warrenty covers evrything. They made me spend extra money with nothing being done

  Business Response

  Date: 06/16/2025

  According to your recent claim, the technician identified that portions of your sectional had spring damage, and the frame was loose. These damages are not covered under our furniture protection plan and therefore are not eligible for service. The technician also determined that the *** sofa portion does have frame breakage, which is covered under the plan. The *** Sofa was replaced under the terms and conditions and your retailer will coordinate delivery of the replacement item.

  Customer Answer

  Date: 06/19/2025

  Complaint: 23399626
  
  I am rejecting this response because:

  the frame is about to break any day it practically is broken, so I basically need to wait for us to fall to the floor and you guys will fix it then. I placed another claim, I will make a paper trail of ********* I have. I really hope you guys think I have kids and if anything happens to my kids. It will be a problem the furniture is unsafe for anyone to sit on. I dont understand why is it so difficult. So basically there nothing you can do until its completely broken 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  On 10/22/22 I purchased a ***************** recliner with a 5-year extended warranty that included failure of motor and associated components (2pages warranty and original invoice attached). On 3/13/25 I advised the local Slumberland Dealer, where I purchased the chair. that something broke and the top of the recliner will not move. On 3/31/25 ******************* called and had me take pictures of the chair so they could bring the right parts to repair the chair, we did this over the phone. (2 pages of pictures are attached) From these pictures they determined that the problem was a broken frame and not covered by the warrant. On 4/12/25 ***** from the warranty Co. came to repair the chair. He found the problem to be motors shaft had broken, something he had never seen. He had me order a motor and he would be back to install it. Because now it would under warranty. Because it wasn't covered, I had paid $175 for the repair. I charged this on credit card before he came, it is impossible to see the frame in these pictures, but they claim because it was originally listed as frame damage it is not covered. They now want another $175 to install the motor. I spent over 2 hours on the phone for them to take a don't confuse me with facts my mid is already made-up stand. I want my chair fixed and my $175 back.

  Business Response

  Date: 06/16/2025

  We apologize for any misunderstandings, the frame on the recliner was broken which is not a damage covered under the plan. Therefore once you had the repairs completed, the motor was able to be installed to bring the recliner back to factor standards. According to our records, the technician was able to complete this repair on June 7th.