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

  505 Corporate Center Dr Belleville, IL 62221-7629

• 

  Protection Direct

  300 N Tucker Blvd Saint Louis, MO 63101-1914

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:06/16/2025

  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.

  On 5/29/25 I received a letter from Home Protection Direct. I've talked to them multiple times and asked them to removed my name and address from their mailing list. They continue to send me mail.

  Business Response

  Date: 06/19/2025

  Better Business Bureau
  ********* Office
  ***************
  ************************
  Re: ******** ******** ******
                  We have received your correspondence regarding complaint case ******** made by *** ******** ******. Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.
  
                  First and foremost, we would like to offer our most sincere apologies for any inconvenience this matter may have caused *** ******,as such is never our intention. Upon a thorough review of all our databases, we were only able to locate record of one (1) advertisement marketed to *** ****** on May 15, 2025. However, our records indicated that our office has never received any communication or correspondence regarding the aforementioned correspondence.
  
  It is important to note there are countless companies who utilize mail advertisements to market products similar to those being offered by our organization.Accordingly, based on the customers complaint inquiry as well as our review of this matter it would seem that *** ****** is being marketed by more companies than just ours.
  
                  In closing, we again would like to extend our most sincere apologies to *** ****** for any inconvenience this situation may have caused him. As requested within his inquiry, we have subsequently added ********* to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. In light of the foregoing we would respectfully request that this matter be considered closed as resolved. 

• 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.

  Keeps sending me threatening notices about home warranty. I have never had a home warranty with this company. I want them to stop sending these notices.... Honestly, they are trying to commit elder abuse by sending out these notices to elderly citizens!

  Business Response

  Date: 06/19/2025

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  Re: ********- *** ******
  
                  We have received your correspondence regarding complaint case ******** made by Ms. *** ****** against Home Protection Direct.Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter and we have subsequently provided the following findings for your review.
  
  First and foremost, we would like to extend our most sincere apologies for any inconvenience the receipt of our advertisement may have caused Ms. *******  It is never our intention to inconvenience any consumer, but rather to offer coverage for their most valued assets, which they might not have otherwise known to be available to them. Based on our review of our marketing database, we were only able to locate record of one (1) mailing advertisement marketed to Ms. ****** dated May 30, 2025. However, according to our records we have never received any communication or correspondence regarding the aforementioned advertisement. Accordingly, it would seem that Ms. ****** is being marketed by multiple companies and not solely Home Protection Direct.
  Additionally, we feel it is important to note that our organization does not possess the kind of sensitive consumer information that would enable us to determine specific demographics of a given consumer such as their age as is being suggested within Ms. ****** complaint.
  In closing we would like to again extend our most sincere apologies to Ms. ****** for any inconvenience she may have experienced. Additionally, ************** request,we have subsequently added her to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. In consideration of the foregoing we would respectfully request that this matter be considered closed as resolved.

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service 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 received an unsolicited mailing snail mail that says response requested by 5/28/25 and today is 5:23/25 has my name on it and a customer ID and it gives a phone number and says please call this number with your VIN and current mileage before 5/28/25 and it says we have that. I have a service contract on my vehicle and it has either expired or about to expire so it's a very urgent letter but like I said you have to go clear down to the bottom of the page to even find out who it's from and I just wanted you to be aware that they're still sending out these soliciting letters from service for protection direct. I do not own a vehicle on my own. I do not have a service contract on a vehicle, and I would suspect I got my information off of the dark web or off of the k tag scam because I did fall for it but I gave information that didn't add up because I wasn't sure what name what email? What password was even used for that account.

  Business Response

  Date: 06/02/2025

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  Re: ******** ***** ***
  
                  We have received your correspondence regarding complaint case ********, made by Ms. ***** *** against Protection Direct. Upon receipt of said correspondence our office initiated an investigation into the referenced matter. We have subsequently provided the following findings in response to your inquiry.
  
  First and foremost, we would like to offer our most sincere apologies to Ms. *** for any inconvenience this situation may have caused her as such is never our intention. In reviewing this matter, we were only able to locate record of the single marketing advertisement that was provided as part of Ms. ***s complaint correspondence. Our investigation found no record of any other communication of correspondence regarding the referenced customer.
  
                  In closing, we again would like to extend our most sincere apologies to Ms. *** .As requested, we have subsequently added Ms. *** to our Do not contact list to restrict any potential future marketing advertisements on behalf of our organization. In light of the foregoing, we would respectfully request that your office consider this matter to be closed and resolved.
  
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:04/09/2025

  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 noticed that there was a charge on my *********** card for $134.58. I called the company and they said I had an account but I never have. I did reach out to my bank and they are disputing the charge.

  Business Response

  Date: 04/15/2025

  Better Business Bureau
  ****************
  *****************************************************************************
  
  Re: ******** ********* ******
  
                  We have received your correspondence regarding complaint ********, made by Ms. ********* ****** against Protection Direct.Upon receipt of the aforementioned complaint, our office initiated a thorough investigation of this matter and have subsequently provided our findings for your review.
  
                  Our records indicate Ms. ****** purchased a vehicle service contract with Protection Direct on July 11, 2024. Per the terms of the sale, Ms. ****** agreed to make an initial down payment followed by twenty-four (24) monthly installments. In return, Ms. ****** would receive name component coverage for her vehicle for a term of 60 months or ****** miles, whichever occurred first.
  
  Further investigation indicated that Ms. ****** contacted our office on December ******, regarding her coverage. Our representative went over the coverage with Ms. ****** and subsequently provided her with another copy of her contract. Our office spoke with Ms. ****** again on April 9, 2025, regarding her coverage and her monthly payments. Ms. ****** subsequently indicated that she recently purchased coverage with another company. Our representative once again advised Ms. ****** that she has been an active customer with ********************** since July, 11, 2024 and still has four (4) more years of coverage on her contract.After speaking with our representative, Ms. ****** indicated that she was going to cancel the contract that she had recently purchased. Since said time our organization has received no further communication regarding Ms. ******* account.
  
                  As requested within Ms. ******* inquiry, we have subsequently cancelled her account and issued a refund of her monthly payment in the amount of $134.58. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely, 

   

  ***** *******

  Protection Direct

• Initial Complaint

  Date:04/09/2025

  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.

  I receive unsolicited mail from protection direct at least twice a month threatening to end my home warranty. I know this is a scam and I have contacted both protection direct and the marathon group of which they are a part and requested that they stop all communication. since they continue they are in violation of the can-spam act and as such are in violation of the law.

  Business Response

  Date: 04/11/2025

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  Re: ********- ***** ********
  
                  We have received your correspondence regarding complaint case ********* made by Ms. ***** ******** against Protection Direct. Upon receipt of said correspondence our office initiated an investigation into the referenced matter. We have subsequently provided the following findings in response to your inquiry.
  
  First and foremost, we would like to offer our most sincere apologies to Ms. ******** for any inconvenience this situation may have caused her as such is never our intention. Following our review of this matter, we were only able to locate record of one (1) advertisement marketed to Ms. ******** on behalf of our organization. However, we do not have record of anyone in our organization speaking with Ms. ********* nor do we show that she has ever enrolled in coverage with our company. Accordingly, our organization does not have the ability to terminate home warranty coverage that Ms. ******** may have through another parties. Moreover,we have added Ms. ******** to our Do not contact list to restrict any potential future marketing advertisements on behalf of our organization.
  
                  In closing, we again would like to extend our most sincere apologies to Ms. ********* In light of the foregoing, we would respectfully request that your office consider this matter to be closed and resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:03/22/2025

  Type:Order 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.

  Complaint: 23103520
  
  I have reviewed the business' response and am rejecting it because: they are lieing about what happened. My mom stated when I was there listening to the conversation that the stove burners just went out .also they would have to send a tech out to check this out after three years have past. This company preys on the elder to scam them . My mom just wants her money that was scammed out of her back. She was lied to in the beginning that she could get anything replaced no hassle.
  
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/27/2025

  Better Business Bureau
  ********* Office
  *****************************************************************************
  
  
  Re: ******** **** *******
  
  
                  We have received your correspondence regarding complaint case ********* made by Ms. **** ******* against Protection Direct. Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter. We have subsequently provided the following findings for your review.
  
                  According to our records, Ms. ******* contacted our office on June 25, 2024, to inquire about coverage for her residence located at *********************************************************************************. Upon reviewing the coverage eligibility, Ms. ******* subsequently elected to enroll her residence in our Superior home protection plan. Per the terms of the contract, the appliances and utility systems within Ms. ******** residence would be provided with named component coverage for a term of thirty-six (36) months.  Additionally, as a standard provision of the agreement, Ms. ******** contract contained a specific list of conditions that would be excluded from coverage under the contract.
  
                  Upon speaking with the contact administrator, it was subsequently determined that a claim was submitted by Ms. ******* on March 18,2025.  Upon submitting her claim, ********** advised the claims representative that the cook timer and right front burner element on her electric stove were not working. Upon inquiring about the onset of the issue, Ms. ******* advised the representative that the stove had been malfunctioning for quite a while. The representative subsequently asked Ms. ******* to provide an estimate of when the issues with the stove began and she indicated that the burner had been inoperable for five (5) years. When the representative again verified with Ms. ******* as to the onset of the issues,she indicated that it has been close to five (5) years since the burner operated properly. Based on the information provided by Ms. ******** the referenced claim was subsequently denied due to a pre-existing condition in accordance with the terms and conditions of the contract language.  
  
  SECTION 6. WHAT THIS CONTRACT DOES NOT COVER - 1.Covered Items or Parts and Components that were not in proper working order on the Contract sale date (i.e. pre-existing conditions).
  
                  Based on our review of this matter, we believe that the denial of Ms. ******** claim was a just and valid denial in accordance with the term and conditions of the contract language. Additionally, our records indicated that Ms. ******* subsequently contacted our office on March 18, 2025, requesting that her contract be cancelled. Per her request, *********** account was subsequently cancelled and a pro-rata refund in the amount of $198.54 has been process and mailed to Ms. ******** home address on file. In consideration of the foregoing, we would respectfully request that this matter be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** **********Thank you for your understanding and cooperation.

  Business Response

  Date: 02/17/2025

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ***** **********
  
  
                  We have received your correspondence regarding complaint case********, made by Ms. ***** ********** against Protection Direct. In light of the aforementioned correspondence, we have conducted a thorough investigation of the referenced account and have subsequently provided the following findings for your review.
  
                  First and foremost, we would like to offer our most sincere apologies for any inconvenience this situation may have caused ************* or her son/daughter. We hope that you understand that our office does not possess the kind of consumer data that would make us privy to personal information such as a individuals age or possible medical conditions.Accordingly, our office was in no way aware of any extenuating circumstances that would limit Ms. *********** ability to legally and knowingly enter into the referenced agreements.
  
  According to our records the service contract covering Ms. *********** primary residence was cancelled on January 9, 2025. A refund in the amount of $150.00 was subsequently processed and credited back to Ms. *********** account on January 13, 2025. We have subsequently cancelled coverage for Ms. *********** 2013 Kia **** and have processed a refund of the $195.00 down payment back to her account. Additionally, we have added Ms. ********** to our internal Do Not Contact list to restrict any future advertisements or sales on behalf of our organization. We would again apologize for any inconvenience this situation may have caused Ms. *********** In consideration of the forgoing we would respectfully request that you consider this matter closed, as resolved.
  
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:11/19/2024

  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.

  It was premature to require that I respond to your letter within seven days because I needed to assure that I was not mailed additional correspondence regarding home or automobile warranty.  The promise to put my name/address on the "Do Not Contact" list is fruitless if this is a multi-state business structure.

  The proof is in the attached copy of another, identical letter, albeit from what would appear to be a close company in another state!  Yes, I am in receipt of the same letter, nearly word for word and format, used by a company at ******************************************  Home Protection Direct and HomeSafe could be franchising the use of the same service with the same solicitation letter.  Looks like this is a multi-state issue that needs to be escalated beyond state BBB control?

  Attached:  Your response with the two letters mailed to me.

   

  Business Response

  Date: 12/10/2024

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ***** ********
  
  
                  We have received your correspondence regarding complaint case ********, made by Mr. ***** ******** against Protection Direct. Upon receipt of said correspondence our office initiated an investigation into the referenced matter. We have subsequently provided the following findings in response to your inquiry.
  
                  First and Foremost, we would like to offer our most sincere apologies to Mr. ******** for any inconvenience this situation may have caused him as such is never our intention. However, based on our review of this matter, we were only able to locate record of two (2) advertisements marketed to Mr. ******** on behalf of our organization. Additionally, our organization has only ever had one (1) telephone communication with Mr. ******** on November 19, 2024, at which time he requested to be removed from our mailing list. As requested, Mr. ******** was added to our internal Do Not Contact list and we are not showing any correspondence or communication subsequent to said date. Moreover,we feel it is important to note that our organization does not participate in the placement of unsolicited outbound telephone calls for the marketing or sale of our services. Additionally, we do not have record of any electronic communications with Mr. ******************* closing we would like to again offer or apologies for any inconvenience this situation may have caused Mr. ********* As previously indicated we have already added *********** to our Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. Based on the information within his inquiry with your office we would likewise encourage *********** to make similar request with the other companies that he appears to be getting contacted by. In consideration of the foregoing information, we respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct
  

  Business Response

  Date: 01/28/2025

  Hello,

  This customer had been removed from our mailing list when the original complaint was filed. There has not been any other letters sent or communication with customer. We can not control if he receives letters from other companys and we have NO affiliation with ******** or Homeserve.  Please consider this complaint closed, thank you.

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  Nevertheless, it is quite odd that the two companies involved use nearly identical formatted letters soliciting customers yet claim they are in no way affiliated.  I just hope I dont receive further communications from either.
  
  Sincerely, thank you,
  
  ***** ********

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service 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 sent separate notices by 2 different company names to both of my parents. My father has been deceased for a year and my mother is in a memory care facility. Both notices were for the same address: *********************************************************, which is the address of the senior care facility (not a private home). So they are billing my both parents for a facility they do not own. When I called the customer ********************** ************ they told me that my *************** both activated their accounts yesterday (11/6/2024) =. Not possible since my father has passed & my mom can't use a phone. They told me repeatedly that their company has an A+ rating at BBB. Hopefully this is untrue because the reason this came to my attention is because their bank put a suspicious activity hold on the withdrawals to my parents account. The representatives on the phone were unprofessional and did not listen to the facts.

  Business Response

  Date: 11/11/2024

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ****** ******
  
  
                  We have received your correspondence regarding complaint case ********, made by Ms. ****** ****** against Protection Direct. In light of the aforementioned correspondence, our office has conducted a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.
  
                  First and Foremost, we would like to offer our most sincere apologies for any inconvenience this situation may have caused ********* or her mother. However, we do feel it is important to address a couple of incorrect statements made within Ms. ******* inquiry with your office as well as add some additional clarity to this matter. Most importantly, we feel it is essential to point out that our office does not possess any kind of sensitive personal information such as birth dates, social security numbers, medical history or financial information that would make us privy to the kind of detailed information that Ms. ****** has provided within her inquiry. Additionally, we feel it is important to note that our office does not participate in any kind of outbound dialing for the marketing of our services as all sales are conducted via inbound phone calls generated through online and mail advertising campaigns.
  
  Moreover, despite an extensive review of our customer database, we have only been able to identify one (1) account based on the information referenced within Ms.******* inquiry. Based on our review of this matter, in addition to the information provided within her complaint inquiry, it would seem that Ms.******* mother may potentially have a different service contract through another company.
  
  As requested with her inquiry, we have subsequently cancelled Ms. ******* mothers service contract and issued a full refund of all monies paid towards the referenced account. Likewise, we have added Ms. ******* mothers information to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. We hope that the aforementioned actions will satisfy Ms. ******* request, and we respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:10/28/2024

  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.

  Unsubscribe from this soliciting please

  Business Response

  Date: 11/04/2024

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ******* *******
  
  
                  We have received your correspondence regarding complaint case ********, made by Mr. ******* ******* against Protection Direct. Our office has conducted a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.
  
                  First and foremost, we would like to offer our most sincere apologies for any inconvenience the receipt of our advertisement may have caused Mr. ******** It is never our intention to inconvenience any consumer, but rather to offer them an opportunity to obtain coverage that they might not have otherwise known to be available to them.  
  
  As requested with their inquiry, we have subsequently added Mr. ******* to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. In light of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct