Business Profile

Auto Service Contract Companies

Protection Direct

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Protection Direct's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

46 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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
Initial Complaint
Date:10/10/2024
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.
Multiple letters to my elderly grandparents trying to scam them into a vehicle warranty saying their warranty on their car "might" be expired and to send them the info and vin for their vehicle. Does not matter who you call or email these letters never stop. This company is a scam that targets the elderly.
Customer Answer
Date: 10/16/2024
********************* I don't want these people having my information that's why I didn't share all of it.
Customer Answer
Date: 10/17/2024
Still no idea why this is closed I gave you the information you asked for. This is the reason these companies get away with this stuff. It's impossible to report to anyone. This isn't a joke.
Business Response
Date: 10/18/2024
Better Business Bureau
********* Office
***************
************************

Re: ******** **** E

We have received your correspondence regarding complaint case ******** made by **** E, on behalf of his grandparents against 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 offer our most sincere apologies for any inconvenience the receipt of our advertisement may have caused Mr. **** or his grandparents, as such is certainly not our intention. Our advertisements solely seek to offer consumers the opportunity to protect their most vital assets with coverage they might not have otherwise known to be available to them. Based on our review of our marketing database,we were unable to find any communications or correspondence with any individual regarding the referenced advertisements. Accordingly, prior to Mr. ***** inquiry with your office, we had not received any request for the referenced individual to be removed from future marketing campaigns and were thus not aware of any such desires.

In closing we would note that our organization does not possess the kind of sensitive consumer information that would enable us to determine specific demographic of a given consumer such as their age, medical conditions or financial status. Additionally,Per Mr. ***** request, we have subsequently added this consumer to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. We would again offer our most sincere apologies to Mr. **** and his grandparents for any **************** light of the forgoing, we respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

***** *******
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 10/18/2024
My last name is ****.
Initial Complaint
Date:10/08/2024
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.
Called in May upon unsolicited mail spam and noted to this business that I was already protected and regardless would never ever ever do business with the sort of firm that hoovers up public information and spams out mailings without the simple common sense and decency to de-dupe from the DO NOT MARKET ASSOCIATION LIST of those who want nothing to do with unsolicited mail spam.This crude, bottom feeding abuse of our environment--and their own time, money and resources--tells you all you need to know about how they are run. So five months later now in October they spam me another ugly foul pink mailer that reads "IMMEDIATE RESPONSE REQUESTED **2nd ATTEMPT TO CONTACT**" I called to complain and the agent said my code was from a letter in June. Not sure why a June letter makes my demand to CEASE & DESIST in MAY okay, but I had to tell her that the code is on a ugly pink mailer that reads "Notification Date: Friday, September 20 2024"These clueless clowns are this out of touch with themselves and this unable to save their own time and money they expect people to trust them with their precious homes and money? Is incomprehensible. Insane really.Home Protection Direct are proven incompetent liars and abusers of privacy, time, and decency. I demand they CEASE & DESIST this invasion of my privacy as they have promised twice now.
Business Response
Date: 10/16/2024
Better Business Bureau
St. Louis ******************************************************************** ******** **** *****

                We have received your correspondence regarding complaint case ********, made by Mr. **** *****, against Protection Direct. In light of the aforementioned complaint our office has conducted a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.

                According to our records a marketing advertisement was sent to Mr. ***** on May 16, 2024. Our records indicated that Mr. ***** contacted our office on May 30, 2024, requesting information regarding potential coverage for his residence. At that time Mr. ***** was provided with a quote for coverage but subsequently indicated that he wanted to do a little more research before proceeding with coverage from our company. A thorough review of the referenced communication indicated that at no point in time did Mr. ***** ever request or insinuate his intentions to be removed from our marketing campaign. Accordingly, a second advertisement was mailed to Mr. ***** on July 24, 2024, for which our office received no subsequent response. However, on October 10, 2024, the same day the referenced complaint was filed with your office, we received a call from Mr. ***** requesting to be removed from any further marketing efforts. As requested, Mr. ***** was immediately placed on our Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. Since said time our office has had no further communication or correspondence with Mr. ******

                We feel that it is important to note that there are numerous companies that utilize mail advertisements to market services similar to those offered by our organization. Accordingly, it is likely that Mr. ***** has been receiving marketing advertisements from other companies and not solely Protection Direct. Additionally, all of our marketing advertisements undergo a thorough examination by our audit team and outside legal counsel to ensure compliance with all applicable regulations. Moreover, despite what Mr. ***** may believe, over the past *********************************************************************** repair coverage to countless customers nationwide. As previously indicated within this correspondence, we have already added ******** to our Do Not Contact list as requested per his phone communication on October 10, 2024. In consideration of the forgoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

***** *******
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 10/16/2024
****
Business Response
Date: 10/17/2024
Better Business Bureau
St. Louis ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">***************
************************

Re: ******** **** *****

                We have received your correspondence regarding complaint case ********, made by Mr. **** *****, against Protection Direct. In light of the aforementioned complaint our office has conducted a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.

                According to our records a marketing advertisement was sent to Mr. ***** on May 16, 2024. Our records indicated that Mr. ***** contacted our office on May 30, 2024, requesting information regarding potential coverage for his residence. At that time Mr. ***** was provided with a quote for coverage but subsequently indicated that he wanted to do a little more research before proceeding with coverage from our company. A thorough review of the referenced communication indicated that at no point in time did Mr. ***** ever request or insinuate his intentions to be removed from our marketing campaign. Accordingly, a second advertisement was mailed to Mr. ***** on July 24, 2024, for which our office received no subsequent response. However, on October 10, 2024, the same day the referenced complaint was filed with your office, we received a call from Mr. ***** requesting to be removed from any further marketing efforts. As requested, Mr. ***** was immediately placed on our Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. Since said time our office has had no further communication or correspondence with Mr. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
                We feel that it is important to note that there are numerous companies that utilize mail advertisements to market services similar to those offered by our organization. Accordingly, it is likely that Mr. ***** has been receiving marketing advertisements from other companies and not solely Protection Direct. Additionally, all of our marketing advertisements undergo a thorough examination by our audit team and outside legal counsel to ensure compliance with all applicable regulations. Moreover, despite what Mr. ***** may believe, over the past *********************************************************************** repair coverage to countless customers nationwide. As previously indicated within this correspondence, we have already added Mr. ***** to our Do Not Contact list as requested per his phone communication on October 10, 2024. In consideration of the forgoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

***** *******
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 10/18/2024
Complaint: 22396675

I have reviewed the business' response and am rejecting it because:

This is absolute nonsense. I would NEVER EVER EVER have taken the time to get a quote. I would never EVER EVER do business with any entity that spams pink cards or the like in the mail with murky background and no clear web address. Each and every one for years and years that I have reviewed is loaded with bad reviews all over the place. BBB, Trust Pilot, you name it.

I would NEVER EVER have said that I need time to review. Never. Ever. I have spent YEARS informing each and every one of these bottom feeding spammers--that crudley and selfishly refuse to dedupe against the standard DO NOT MARKET List readily available to them by the DMA--that they are wantonly fueling the destruction of planet earth and wasting their own time and resoures.

There is a zero percent chance that I would EVER have said anything but remove me from the list because that it what I tell all of these bottom feeding spammers in no uncertain terms each and every time all the time.
Their claim is beyond ludicrous, I swear to the almighty they are lying to you.

This entity does not keep accurate records--though I did call them in May to CEASE & DESIST, and has lied to the Better Business Bureau as they have been caught in an outright falsehood about their latest spam, which was issued September, which was met with confusion by their staff who acknowledged it, and which was issued by their Illinois address.

KEY TAKEAWAY FOR BBB: How curious that they knew it was me who called in May, the operator on the phone last week knew I had asked to be removed, and knew the code on the pink card that I gave her but bizarrely claimed it was sent in June--despite the September date printed on it and as if sending a spam in June after a Cease & Desist Demand in May was legitimate. This was her clumsy attempt to deny they had wronged me. Now they make up a story out of whole cloth that I wanted to talk to them and that also maybe I am confusing them with another bottom feeding liar in the brutally-reviewed muck that is their boiler room spam industry despite the fact that the Protection Direct I called in May was the same number on the card last week, same Illinois origin! I keep records in case I need to involve my privacy attorney.

This tells it all my dear friends at Better Business Bureau. Protection Direct has tangled yet another web in their ceaseless practice to deceive. Please warn everyone never to do business with these people. All they had to do was

1. Use the industry standard Direct *********************'s Do Not Market list in the first place and respect our home and privacy and planet earth

2. Take my Cease & Desist demand in May and remove me from their lists once and for all and save their own time, postage and resources if not those of a private citizen who would not do business with them if they were the last weird spamming insurer on earth

3. Tell the truth on the phone last week and ensure it ended

4. Tell the truth here to Better Business Bureau

They fail at each and every step and should be treated as a deceptive, fraudulent actor that is a danger to consumers everywhere.
God bless you.

Sincerely,

**** *****
Customer Answer
Date: 10/21/2024
How is abject dishonesty--a response that on its face contains a lie, lies really--a "good faith" effort?
They completely lied to your face, out of three corners of their mouth, and I demonstrated that in detail.
What you do is allow a predatory, bottom-feeding, corrupt company with severe complaints all over the web to lie their way out of fraudulent claims with a "good faith effort" seal from The Better Business Bureau.
When a consumer proves that what they say cannot be true, why should they even waste my time with you if you are going to retreat in weakness?
Sad and pathetic.

Customer Answer
Date: 10/21/2024
This is who you have branded with a good faith effort. I even saw a post from 2011--2011!!!---where a consumer was noting how many complaints Better Business Bureau had "resolved" and yet how troubling the nature of the complaints were.
How many decades do you want to be the yelp of consumer agencies, sweeping manure under the carpet???????????
****************************************************************************************************************************************************************************************
***********************************************************************************************************************
*********************************************************************************
Plenty more where this came from. You could have done something here. Noted the abject, unconscionable lies of this horrid entity, but you crapped out. Always had respect for you. Now I see how truly mistaken that was.

Customer Answer
Date: 10/23/2024
I called in May, said I would never ever do business with their sort of company that wastes fuel by spamming pink postcards that pretend they need to reach you about supposed records they in fact do not have regarding warranty. I demanded they cease and desist and that they should dedupe from the DMA's DO NOT MARKET list and save the planet the fuel waste and their own time and money. They said they would. Two weeks ago they sent another one. I complained and they provided wrong information over the phone--lied essentially. They said they would stop. Now today yet another pink piece of garbage in the mail, claiming it is their "**2nd ATTEMPT TO CONTACT**" and that their "records indicate I have not contacted them to have my home warranty updated." I have contacted them. To tell them I never want to hear from them, am covered, and to stop lying. This card is proof they do not keep records, do not honor their word, but just spam and spam and puke out pink cards of lies to innocent consumers on the DO NOT MARKET LIST. What a disgusting, crude, bogus, no account, deceptive company with dreadful reviews all over the web and into their second decade of compaints everywhere.
Business Response
Date: 10/23/2024
Better Business Bureau
St. Louis ******************************************************************** ******** **** *****

                We have received your correspondence regarding complaint case ********, made by Mr. **** *****, against Protection Direct. In light of the aforementioned complaint our office has conducted a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.

                According to our records a marketing advertisement was sent to Mr. ***** on May 16, 2024. Our records indicated that Mr. ***** contacted our office on May 30, 2024, requesting information regarding potential coverage for his residence. At that time Mr. ***** was provided with a quote for coverage but subsequently indicated that he wanted to do a little more research before proceeding with coverage from our company. A thorough review of the referenced communication indicated that at no point in time did Mr. ***** ever request or insinuate his intentions to be removed from our marketing campaign. Accordingly, a second advertisement was mailed to Mr. ***** on July 24, 2024, for which our office received no subsequent response. However, on October 10, 2024, the same day the referenced complaint was filed with your office, we received a call from Mr. ***** requesting to be removed from any further marketing efforts. As requested, Mr. ***** was immediately placed on our Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. Since said time our office has had no further communication or correspondence with Mr. ******

                We feel that it is important to note that there are numerous companies that utilize mail advertisements to market services similar to those offered by our organization. Accordingly, it is likely that Mr. ***** has been receiving marketing advertisements from other companies and not solely Protection Direct. Additionally, all of our marketing advertisements undergo a thorough examination by our audit team and outside legal counsel to ensure compliance with all applicable regulations. Moreover, despite what Mr. ***** may believe, over the past *********************************************************************** repair coverage to countless customers nationwide. As previously indicated within this correspondence, we have already added ******** to our Do Not Contact list as requested per his phone communication on October 10, 2024. In consideration of the forgoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

***** *******
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 10/24/2024
Complaint: 22396675

I have reviewed the business' response and am rejecting it because:
I was never provided a quote.
I never expressed interest, said I was covered, and cited the widespread crushing reviews that decry them as crooks.
I only ever said in May never to contact me.
Five months later, they continue to send mailers--two in two weeks--with outright falsehoods that it is the "2nd Attempt To Contact" and that their "records show I have not responded."
I am shocked and nauseated that this entity is willing to stoop to such low, crude, foul mendacity to attempt to keep their Better Business Profile from tanking even further.
Is incredible that they reference other companies and insinuate confusion on my part as a result of their mail spam full of lies. My phone has a record of my calls to THIS PARTICULAR bottom feeding, energy polluting, lying warranty company--I am well aware of the others--and I have their particular ugly pink postcards full of falsehoods that all go back to their Illinois address.
They act like it is somebody else in the same breath they acknowledge I called them--their number on their mailer each time! What putrid lunacy! They take Better Business Bureau as suckers, losers and fools with such blatantly obvious hogwash
They can weave all the lies they want. When the next one comes, we can do it all over again, along with the ************************ where I have filed reports.

Disgusted at your outright lie that I ever wanted anything to do with you. I am already covered and never in a trillion years would I have enteratained your offers. The web has spoken. Protection Direct is a bad, bad actor.

**** *****
Customer Answer
Date: 10/28/2024
This horrific company has since sent me three more mailings, including TWO today. All from same address and same phone number. All after they have promised time after time since May to cease and desist. You are enabling them.
Initial Complaint
Date:10/02/2024
Type:Order 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.
This company solicited my 98 yr old father-in-law, who was clearly suffering memory confusion, by telephone into entering a verbal contract for vehicle service protection. There has been no communication via mail to confirm contract, luckily after contacting his bank who gave me enough information to track down this scam company, I called them to let them know no other payments will be automatically deducted, and was looking for a refund, I was put on hold for a quite a while and never did get to speak a supervisor. This is a despicable company!
Business Response
Date: 10/08/2024
Better Business Bureau
********* Office
***************
*******************

Re: ******** ******* ******

                We have received your correspondence regarding complaint case ********* made by Ms. ******* ****** on behalf of her father, Mr. ****** ******* against Protection Direct. Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter. We have subsequently provided our findings for your review.

                First and foremost, we feel that it is essential to note that our organization does not possess any kind of confidential of private consumer information such a persons age, birth date, or medical history. As such, at the time of our communication with Mr. ******* our organization was not aware of any potential conditions that would limit or diminish his ability to make sound financial decisions on his own behalf. Our records indicated that Mr. ****** contacted our office on July 8, 2024, to inquire about coverage for his residence. Upon discussing the coverage options available to him, Mr. ****** subsequently elected to enroll in our home protection program. Per the terms of the sale, Mr. ****** agreed to make an initial down payment followed by monthly installments, in return for three (3) years of coverage for his home.

                Our records indicated that Ms. ******* ****** contacted our office on October 2, 2024, requesting to speak with a manager regarding her fathers account. In attempting to get the call transferred over to a manager,Ms. ****** subsequently disconnected the call, and we received no further communication regarding the referenced account until our receipt of the complaint correspondence. In light of the information provided within Ms. ******* complaint inquiry, we have subsequently cancelled her fathers contract and initiated full refund of the down payment and monthly installment made on the referenced account. We anticipate that Ms. ****** should see the aforementioned refund reflected on her fathers account. We have additionally flagged Mr. ******* account as a Do Not Contract account in an effort to avoid any future ********* light of the forgoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

***** *******
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 10/10/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* ******
Initial Complaint
Date:09/26/2024
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 have asked this Home Protect Direct warranty company to cease and desist with the constant barrage of mail solicitations. They say they will, but then the junk mail keeps coming.
Business Response
Date: 10/08/2024
Better Business Bureau
St. Louis Office
211 N. Broadway
St. Louis, MO 63102

Re: 22344005 – Gregory Hill

We have received your correspondence regarding complaint
case 22344005, made by Mr. Gregory Hill against Protection Direct. In light of
said correspondence our office has conducted a thorough investigation of the
referenced matter and have subsequently provided the following findings for
your review.

First and foremost, we feel it is important to note
that there are numerous companies that offer products similar to those offered
by our organization, that also use mail advertisements to marketing of their services.
Despite a thorough examination of our marketing databases, we were only able to
locate record of one (1) advertisement marketed to Mr. Hill on behalf of our
organization. Said advertisement was dated, 9/13/2024. Our
records subsequently indicated that Mr. Hill contacted our office on September
26, 2024, asking to be removed from any future marketing campaigns. As
requested, Mr. Hill was immediately placed on our “Do Not Contact” list and a
review of our records confirmed that no advertisements have marketed to Mr. Hill
subsequent to said date. Accordingly, based on our review of this matter, we
believe that it is clearly evident that Mr. Hill is being marketed by companies
offering services similar to those offered by our organization.

As previously
indicated, Mr. Hill is already on our “Do Not Contact” list as has been since
September 26, 2024. Additionally, based on our vigorous review of this matter
we are confident that any advertisements received by Mr. Hill subsequent to
said date were not marketed on behalf of our organization. In light of our
review findings, we respectfully request that your office considers this matter
to be closed as Information Only.

Sincerely,

Jason Svoboda
Customer Service Manager
Protection Direct
Initial Complaint
Date:07/18/2024
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.
Incessant mailings - Immediate Response/ Final Attempt/ Urgent / Time Sensitive letters from Home Protection Direct, *************************************** about expiring Home Warranty. Several mailings a month, different or no business name. When I call to be removed from their list the person gets angry and arrogant. Last call 2 days ago they said they CANT remove me ?!? Hogwash ! I want all of them stopped please ! ************. Also SHW1828327, 877-486-6737, 0702H3338, 800-516-0881. Why cant these scammers be put out of business ? Thank you in advance,**************
Business Response
Date: 07/22/2024
Better Business Bureau
********* Office
*****************************************************************************

Re: ******** ******* ***** *******************************

We have received your correspondence regarding complaint case ********, made by **************************** ***** ******************************* against Protection Direct. Upon receipt of said correspondence our office initiated a thorough investigation of the referenced matter. We have subsequently provided the following information for your review.

Despite vigorously examining our marketing database,we were only able to locate record of one (1) advertisement marketed to Mr.***** ************************* on behalf of our organization, dated April 11, 2024.Furthermore, our records do not show any communication or other correspondence with Mr. ***** ************************* regarding this matter, including any previous requests to be removed from our marketing campaigns. As noted within the complaint inquiry, the advertisements received by Mr. ***** ************************* over time have referenced a variety of different business names, addresses, and contact information. Accordingly, based on our review of this matter, we believe that it is clearly evident that Mr. ***** ************************* are being marketed by companies other than Protection Direct.

As requested within their complaint inquiry, we have subsequently added Mr. ***** ************************ to our internal Do Not Contact list to ensure the restriction of any further marketing advertisements on behalf of our organization.Furthermore, we believe it is important to understand that there are numerous companies that utilize mail advertisements to market a variety of services to countless consumers nationwide. As previously noted, based on our investigation, it is evident that Mr. ***** ************************* are being marketed by additional companies for which our organization does not have any control over. Accordingly, we would encourage Mr. ***** ************************* to look further into having her information restricted with these organizations to alleviate their receipt of these types of advertisements. In light of the aforementioned information, we respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Initial Complaint
Date:06/26/2024
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 cancelled my home warranty and received a refund. I asked the company to remove my name and number from their phone call list, from their mailing list for any and all contact in the future. I am elderly and suffer from dementia and told them so. The nature of my complaint is they continue to send me letters regarding my "lapsed" policy that I intentionally cancelled. I have requested they not contact me at all, for any reason, but I still receive letters and want them to stop.
Business Response
Date: 07/01/2024
Better Business Bureau
********* Office
************************************************************************

Re: ******** *********************

                We have received your correspondence regarding complaint case********, made by ************************* against Protection Direct. We have subsequently conducted a thorough investigation of the referenced matter and providing the following findings for your review.

                First and foremost we feel it is important to note that our company has never had any previous communication or correspondence with ****************. **************** has never had a previous contract with our organization and in reviewing our marketing database, we were only able to locate one (1) advertisement ever sent to her on behalf of our organization.Accordingly, it seems clear that the company being referenced within *************** correspondence is a company other than Protection Direct.

                However, we would like to apologize for any inconvenience that the receipt of our marketing piece may have caused *************** as that is certainly not our intention. Though we do our best to remove consumers who wish to not receive advertisements from our marketing database,we are not always aware of said intentions at the time the advertisements are produced. In an effort to assist in the resolution of this matter, we have added **************** to our internal Do Not Contact list as requested within her complaint inquiry. In consideration of the foregoing, we would respectfully request that you consider this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 07/01/2024
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.

Sincerely,

*********************
Initial Complaint
Date:05/23/2024
Type:Billing 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 a phone call from Home Protection Direct stating that my home warranty was expiring. I wish to cancel the $345 they received and cancel policy if arrives.
Business Response
Date: 05/23/2024
Hello,
This customer has already submitted a review that has been answered. Since the review was submitted and reconciled already we believe this complaint should be Invalid. We have cancelled and refunded this customer in full. If proof of refund is needed we will provide. Please let us know if anything else would be needed to consider this complaint Invalid.

Thank you
Initial Complaint
Date:05/17/2024
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.
My underage(11yr old) child is getting mail from them claiming her vehicle warranty is expiring and soliciting business from her.
Business Response
Date: 05/24/2024
Better Business Bureau
********* Office
*****************************************************************************

Re: ******** *********************

                We have received your correspondence regarding complaint case ********, made by ************************* 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.

                In reviewing our marketing database, we were only able to locate a single advertisement sent on behalf of our organization, which has been provided as part of ************** complaint correspondence. Additionally,we do not have record of any other communication or correspondence in regard to the aforementioned advertisement.

                We would like to offer our most sincere apologies to ************** and her daughter for any inconvenience our advertisement may have caused them. It is certainly not our intention to inconvenience any individual,especially one who is not of age to utilize the marketed product. It is important to note that our consumer data is legally purchased from a variety of sources and though we do our best to purge bad or unreliable data, it is not always a perfect science. In an effort to resolve this matter, we have added the referenced information to our internal Do Not Contact list to restrict the production of any future marketing advertisements. In consideration of the foregoing, we would respectfully request that you consider this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Initial Complaint
Date:04/29/2024
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 have received several letters from "Home Protection Direct" mentioning my lender and with a sense or urgency asking me to call immediately to renew my home warranty. They have no affiliation with my lender nor my home warranty. Please get them to stop sending these letters. I did a ****** search and quickly determined they are scammers. I do not want their business nor did I give my permission for them to have my information.
Business Response
Date: 05/10/2024
Better Business Bureau
St. Louis ****************************************************************************************************** ******** *******************************

                We have received your correspondence regarding complaint case ********, made by *********************************** against Home Protection Direct. Upon receipt of the aforementioned correspondence, our office initiated a thorough investigation of this matter and have subsequently provided the following information for your review.

                Despite vigorous review of our marketing database, we have only been able to locate one (1) record for an advertisement sent to ***************** on April 11, 2024, which has been provided as part of their complaint inquiry with your office. Additionally, we have had no communication or subsequent correspondence with ******************, outside of the original marketing advertisement and your correspondence regarding this complaint. Based on the information contained within Ms. ******** inquiry with your office, we feel it is essential to note that there are countless companies that utilize mail advertisements to market services similar to those offered by our organization.Additionally, there are many companies that utilize a variety of dba names that closely resemble those of other organizations within the same market space.Accordingly, based on our investigation findings, we believe it is evident that ****************** is being marketed by more companies other than Home Protection Direct.

                Additionally, we would like to note that our organization has been serving customers within the ********************** contract industry for more than two (2) decades now and has helped hundreds of thousands of customers with home and auto repairs. Moreover, our organization maintains an A+ Rating with the BBB and our programs are backed by only the top-rated insurers and administrators.

In closing,we would like to offer ****************** our most sincere apologies for any inconvenience that this situation may have caused her. It is never our intention to inconvenience any consumer, but rather to offer them an opportunity to purchase coverage they might not have otherwise known to be available to them. As requested within Ms. ******** complaint inquiry, we have subsequently added her information to our internal Do Not Contact list to ensure no future advertisements are marketed to ****************** on behalf of our organization. However, we would like to note that we cannot make any representation as to the actions of other companies who may be marketing to *****************. 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

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