BBB Business Review

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This business is not BBB accredited.

Protection Direct

Additional Locations

Phone: (877) 398-6297 View Additional Phone Numbers 1301 Jamie Ln, Waterloo, IL 62298

BBB Business Reviews may not be reproduced for sales or promotional purposes.

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 lowered the rating for Protection Direct include:

  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Protection Direct include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 48 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

48 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 3
Delivery Issues 5
Guarantee/Warranty Issues 1
Problems with Product/Service 30
Total Closed Complaints 48

Additional Complaint Information

BBB is urging consumers to use caution when considering doing business with Protection Direct. BBB has received numerous complaints alleging warranty/guarantee issues, failure to issue refunds, consumers have difficulty cancelling contracts and overall poor customer service.

On June 19, 2015, BBB sent a letter to Protection Direct with concerns about the pattern of complaints.

On June 9, 2015, Protection Direct responded to this letter.  We have reviewed BBB's concern about complaints and have found with warranty issues it can be as simple as consumer not understanding the components of covered or not covered parts.  Failure to issue refunds, the complete refund procedure can be found under terms of conditions in the contract.  Difficulty in cancelling a contract, we do ask a reason as to why a consumer would like to cancel the contract.  Most times this is a small concern we can address and remedy.  Poor customer service, we pride ourselves on our customer service.  Our staff are trained customer service professionals. 

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Protection Direct
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: October 03, 2006 Business started: 08/11/2006 Business started locally: 08/11/2006 Business incorporated 09/21/2011 in IL
Type of Entity

Limited Liability Company (LLC)

Business Management
Jacob Gehrs, General Manager Quentin McClung Nathan Petty Jason Svoboda Lisa Turner
Contact Information
Principal: Jacob Gehrs, General Manager
Customer Contact: Lisa Turner
Business Category

Auto Service Contract Companies Auto Warranty Plans Automobile Pre-Paid Maintenance Plans Extended Warranty Contract Service Companies Auto Warranty Processing Service Auto Warranty Service

Alternate Business Names
Service Protection Direct Txen Partners, LLC

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.

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.