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View Additional Phone Numbers 3750 Priority Way S Drive #200, Indianapolis, IN 46240
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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
|Complaint Type||Total Closed Complaints|
|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
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||19|
Type of Entity
Business ManagementMr. Jim Boyce, CEO & President Mr. Eric Mansfield, Vice President Ms. Amanda Hutchison, Escalation Manager
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