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This business is not BBB accredited.

Protect Your Home

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View Additional Phone Numbers 3750 Priority Way S Drive #200, Indianapolis, IN 46240 http://www.protectyourhome.com/


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Protect Your Home include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 704 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

704 complaints closed with BBB in last 3 years | 258 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 111
Billing/Collection Issues 84
Delivery Issues 12
Guarantee/Warranty Issues 2
Problems with Product/Service 495
Total Closed Complaints 704

Additional Complaint Information

BBB files indicate that this business has a pattern of complaints. Specifically, complainants allege they were either misinformed or not informed of the terms of the contract regarding cancellation or transfer fees by the sales representative and/or the installer. 

BBB and Protect Your Home met on May 7, 2015 to discuss a plan that would help eliminate the pattern of complaint. Company response to BBB on June 24,2015 was "On the initial sales call, every customer hears a recording of important contract terms and conditions. This includes the primary components of the contract including the length of the agreement, the monthly service fee, and the date and time of the installation. During installation, the customer is walked through the contract, which is displayed on the installation technician's tablet. The customer is asked to sign in multiple places throughout the contract. The customer is also asked to read and sign a separate one-page document outlining the cancellation process." 

"Every customer is also provided with a welcome packet summarizing important key pieces of information. Most of the time, this welcome packet is emailed to the customer along with a signed copy of their contract. In the event the customer does not have email, a hard copy of these documents is provided to the customer."

"Based on feedback that we received from the BBB and customers, we have added an additional page to the tablet informing customers about our mover process. The customer is now required to separately review and sign this page. As has always been our practice, we review multiple sources of customer feedback and continually evaluate our processes to improve our Customer Experience."

BBB will continue to monitor the pattern of complaint.  

Customer Reviews Summary Read customer reviews

19 Customer Reviews on Protect Your Home
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 19
Total Customer Reviews 19

Additional Information

BBB file opened: May 22, 2008 Business started: 03/18/1998 in IN Business incorporated 03/18/1998 in IN
Type of Entity

Corporation

Business Management
Mr. Jim Boyce, CEO & President Mr. Eric Mansfield, Vice President Ms. Amanda Hutchison, Escalation Manager
Contact Information
Principal: Mr. Jim Boyce, CEO & President
Customer Contact: Ms. Amanda Hutchison, Escalation Manager
Principal: Mr. Eric Mansfield, Vice President
Business Category

SECURITY CONTROL EQUIPMENT & SYSTEM MONITORS SECURITY SYSTEMS CONSULTANTS TELEVISION-CABLE, CATV & SATELLITE Burglar Alarm Systems - Dealers, Monitoring & Service

Industry Tips
Securing Your Home
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.