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:04/16/2024
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.
4/16/24 Late last week I received a letter from Home Pretection Direct, *********************** I also received another today. I have been the letters since I never back into my home after it had been rebuilt (house fire on July22,2022), I putchased a home warranty and it expired in 2026.All of these letters, this is not the only company, are telling me my warranty has expired - I here do the get this info??I tried to call this home Protection Direct at the number provided (1-8777-712-6042), they ask for my passcode-I have no clue what they are talking about (it is all computer with NO way to get to a live person.I have tried to ****** them and found absolutely nothing on them.So, who are they and how can I get them and others to stop with the home warranty junk mail?
Business Response
Date: 04/29/2024
Better Business Bureau
********* Office
*****************************************************************************

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

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

In reviewing ******************** inquiry with your office,we feel it is important to note that there numerous companies that utilize mail advertisements to market services similar to those offered by our organization.Based on Ms. ********* inquiry with your office it is clear that she is receiving advertisements from other companies as well. Based on their review of our marketing database, we were only able to locate two (2) advertisements marketed to ******************** on behalf of Home Protection Direct. Additionally, it is worthwhile noting that the phone number referenced within ******************** inquiry with your office is in no way associated with our organization or any of our affiliated companies. Despite a thorough review of our records, we were unable to locate any communications or correspondence other than the two (2)advertisements mentioned above.

In light of Ms. ********* complaint inquiry, we have subsequently added her information to our internal Do Not Contact list to ensure the restriction of all future marketing advertisements to ******************** on behalf of our organization.Unfortunately, we cannot offer ******************** any assistance regarding advertisements that she is receiving from other organizations, other than advising her to attempt to contact them and request removal from their marketing campaigns.

In closing, we would like to offer ******************** our most sincere apologies for any inconvenience that the receipt of our advertisement may have caused her as that is certainly not our intention. As previously mentioned, we have added ******************* to our Do Not Contact list and as such would ask that your office considers this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Initial Complaint
Date:03/06/2024
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.
Would like to stop receiving unsolicited junk mail from this company to my address.
Business Response
Date: 03/15/2024
Better Business Bureau
********* Office
*****************************************************************

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

We have received your correspondence regarding complaint case ********, made by ********************************* against Protection Direct. In light of said correspondence, we have conducted a thorough investigation into this matter and have subsequently provided the following information for your review.

Based on our review of our marketing database, we were only able to locate one (1) record of any marketing advertisement sent to ****************** on behalf of our organization. Moreover, we were not able to locate a record of any other communication or correspondence between our office and ******************. As requested by ******************, we have subsequently added him to our Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization.

In closing,we would like to offer ****************** our most sincere apologies for any inconvenience the receipt of our advertisement may have caused him, and that is never our intention. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 03/15/2024
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:02/29/2024
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.
Incessant mail from this company, misleading information that makes you believe you need to renew property warranty. Have never been associated with this company, or inquired about service with this company. Getting 1-2 letters a week from them stating EXTREMELY URGENT and TIME SENSITIVE. How can we make them stop.
Business Response
Date: 03/15/2024
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 review of the referenced matter. We are subsequently providing your office with the following information for your review.

First and foremost, we would like to offer **************** our most sincere apologies for any inconvenience the receipt of our marketing advertisement may have caused her. It is never our intention to inconvenience and consumer, but rather to provide them with services they might not otherwise know to be available to them. Nevertheless, we have subsequently added *************** to our internal Do Not Contact list, to ensure that **************** does not receive any future advertisements on behalf of our organization.

In closing,we would like to again offer our most sincere apologies to **************** for any inconvenience this matter may have caused her. We are confident that the actions outlined above will ensure ****************** desired resolution of this matter. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 03/16/2024
Complaint: 21367042

I am rejecting this response because:

I believe that this type of marketing is deceptive, and borderline criminal to make consumers believe that their home warranty is expired, and to act now! Adding words like urgent and immediate attention required.
I believe you are praying on senior citizens, so they will give you their money.

I am not looking for anything from you or your company except to say that with reading all of the Better Business Bureau complaints , It is obvious that there are many other people that feel the same way. My hope that The state of California would fine or stop the harassing and false advertising businesses such as yours.
Sincerely,

*************************
Initial Complaint
Date:01/29/2024
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.
notice january 5 ************ ********** contact phone ************ from home protection direct home warranty division ********************************************************************************* make them stop communicating. the mail is incessant and misleading. they do not represent what they say they represent.
Business Response
Date: 02/21/2024
Better Business Bureau
********* Office
*****************************************************************

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

We have received your correspondence regarding complaint case ********, made by Ms. *************************** against Protection Direct. We have reviewed Ms. ********* inquiry with your office and have conducted a thorough review of this matter. We have subsequently provided the following information in response to said inquiry.

First and foremost, we would like to offer ******************** our most sincere apologies for any inconvenience the receipt of our marketing piece may have caused her. It is never our intention to inconvenience any consumer, but rather to offer them services they might not have otherwise known to be available to them. According to our records, we were only able to locate one (1) marketing piece sent to *******************, dated January 5, ****. There are no records of any subsequent communications or correspondence our office has had with ********************.

As requested within Ms. ********* inquiry with your office, we have subsequently added her information to our Do Not Contact list. Accordingly, we can assure ********************, that she will not receive any future marketing advertisements on behalf of our organization. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 02/22/2024
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.

***************************************************
Initial Complaint
Date:01/24/2024
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.
This company is dishonest and uses very push marketing techniques. I would avoid them given their lack of integrity in marketing. I understand that a desperate business might use dishonest techniques to try to save their business, but I don't approve of the dishonesty. They mentioned the name of my mortgage provider in the letter to seem like they have a relationship with me or my bank, a very deceptive practice that suggests they are either a desperate business or they lack the integrity one should expect from an insurer.
Business Response
Date: 02/03/2024
Better Business Bureau
St. Louis Office
*** ** ********
St. Louis, MO *****

Re: ******** – *** *********

We have received your correspondence regarding complaint
case ********, made by Mr. *** ********* against Protection Direct. In light of
Mr. *********’s inquiry, we have conducted a thorough review of this matter and
have provided the following information in response to said inquiry.

Upon
conducting a thorough review of our marketing database, we were able to locate
a record for the advertisement referenced within Mr. *********’s inquiry.
However, we were unable to locate a record of any subsequent communication or
correspondence in regards to the referenced advertisement.

Though we
sincerely understand that Mr. ********* is entitled to his own thoughts and
opinions regarding our advertisements, we feel it is essential to note that all
of our marketing pieces undergo a thorough review by both our compliance
department as well as our outside legal counsel to ensure conformity with all
applicable regulations. As such it is never our intention to inconvenience or
deceive any consumer, but rather to provide them with an opportunity to obtain
coverage which they may not otherwise known to be available to them.

In consideration
of Mr. *********’s displeasure with the receipt of our advertisement, we would
like to offer him our most sincere apologies. As requested within Mr. ********* complaint
inquiry, we have added his information to our “Do Not Contact” list to restrict
the production of any future mailings to his residence on behalf of our
organization. In consideration of the foregoing, we would respectfully request
that your office considers this matter to be closed as resolved.

Sincerely,

***** *******
Customer Service Manager
Protection Direct
Initial Complaint
Date:01/10/2024
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.
Ongoing mail scheme. Business will not quit sending "buy home warranty" mail offers. NEVER contacted them. Info obtained from other company, probably bought, or given by contract."Final notice" immediate response required* final attempt etc. (*For about 26 months now.)Only **** number, very ************, trying scare us into buying. Form letter specifically has no addresses or business info like name etc.Company handed out our info; ****************************** po box *****, *******, ** 48901-7924 Letter addressed to my father, who is 83 and bedridden. Scared the c*** out of him. Thought it was a government requirement, almost paid no second thought.This company is using form letters and scare tactics. Will not stop sending letters, harassment. (* my opinion)Very very ambulance chaser shark lawyer type activity. Makes me certain, it's a Racket.No legit Company does this!!!*****
Business Response
Date: 02/03/2024
Better Business Bureau
********* Office
************************************************************

Re: ******** *********************;

We have received your correspondence regarding complaint case ********, made by Mr. ********************** on behalf of his ******* Mr. ********************* against Protection Direct. We have performed a thorough investigation into the referenced matter and have subsequently provided the following findings to your office for your review.

To start would like to offer our sincere apologies to ************** for any inconvenience the receipt of our marketing advertisement may have caused him. It is never our intention to inconvenience any consumer, but rather to offer consumers an opportunity to obtain coverage they might not otherwise known to be available to them.

In reviewing our marketing database, we were only able to locate the one (1) advertisement,dated December 22, 2023, which has been provided in **************** correspondence to your office. We were not able to locate any record of any other communication or correspondence our office has had with ************** or his father.

We would again offer our apologies to ************** for any inconvenience the receipt of our advertisement may have caused him. As requested within his correspondence with your office, we have subsequently added his fathers information to our Do Not Contact list to ensure that no future marketing advertisements will be sent on behalf of our organization. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Customer Answer
Date: 02/06/2024
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:11/25/2023
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.
Over the past few months, our company has kept receiving scam advertising letters from this company Service Direct Insurance Service. What's funny is that the recipient of the advising letter doesn't even exist. Please do not reply saying is not your company. A total scam and how dare this business use the post office to send scam letters to random recipients. What a joke! So please remove our location from your list. I am not going to tolerate your business scamming our company.
Business Response
Date: 12/08/2023
Better Business Bureau
********* Office
************************************************************************

Re: ******** *******************;

We have received your correspondence regarding complaint case ********, made by ********************* against Protection Direct. In light of the aforementioned correspondence, we have performed an investigation of the referenced matter and have subsequently provided the following findings to your office for your review.

First and foremost, we would like to offer ********** our most sincere apologies for any inconvenience the receipt of our marketing advertisement may have caused him as this is certainly not our intention. The sole purpose of said advertisements is to offer consumers an opportunity to obtain coverage they might not otherwise known to be available to them. As part of our investigation we have thoroughly reviewed our marketing database for any records regarding the referenced matter. In reviewing said database, we were only able to locate one (1)advertisement for **********, dated October 13, 2023. Additionally, we were unable to locate record of any other communication or correspondence our office has had with ********** since said time.

We would like offer our apologies to ********** for any inconvenience the receipt of our advertisement may have caused him. As requested in ************ correspondence with your office,we have added his 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 your office considers this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Initial Complaint
Date:11/17/2023
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 am registered with DMAChoice and the Pennsylvania Do Not Mail registries and still receive the scam mailings from companies like Home Protection Direct regarding an "expiring or expired" home warranty (that I don't have in the first place). With buzzwords like "Important notice", "Immediately", and "financially liable", alongside providing a non-existent customer ID present a scummy way of trying to trick the unassuming into subscribing into their service. The blatant disregard of the Do Not Mail registry is the final straw for me. To the "business" that will inevitably respond to this with a generic copy-paste apology, here's my "customer ID": **********. Take this number, remove it from your system, and stop contacting me or the CFPB will be contacted next.
Business Response
Date: 11/22/2023
****** ******** ******
*** ***** ******
*** ** ********
*** ****** ** *****

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

                We have received your correspondence regarding complaint
case ********* **** ** *** **** ****** against Protection Direct. In light of Ms.
*******s inquiry with your office, we have conducted a thorough investigation
of this matter and have subsequently provided the following findings for your
review.

                In reviewing our marketing database, we were only
able to locate a record of one (1) advertisement mailed to Ms. ****** on
November 3, 2023. According to our records, we did not receive any
communication or correspondence from Ms. ****** regarding the aforementioned
advertisement. The complaint correspondence received from your office is the
only communication that our office has received in reference to this matter.

                Per Ms. ******’s request, we have subsequently added
her information to our “Do Not Contact” list to restrict her receipt of any
future advertisements on behalf of our organization. With that being said, we
would like to point out that our organization does not have control over the
actions of other companies within our industry and therefore cannot make any
guarantee on the part of said companies.

In closing, we
would like to offer Ms. ****** our sincere apologies for any inconvenience this
the receipt of our marketing piece may have caused her. We are confident that
the addition of Ms. ****** to our “Do Not Contact” list will resolve this
situation as previously indicated. In consideration of the foregoing, we would
ask that you consider this matter to be closed as resolved.

**********

***** *******
******** ******* *******
********** ******
Initial Complaint
Date:11/11/2023
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.
False advertisement. Fake Customer ID. Fake License #. FINAL ATTEMPT infers that there is an relationship and previous attempts to contact me have happened. They state that "We reserve the right to revoke your eligibility for coverage if response is delayed" infers that I am supposed to have done something. "IMMEDIATE RESPONSE TO THIS NOTICE REQUESTED" infers that this is something I should be doing. This is a grave concern. This form of advertising is absolutely wrong and should be made illegal.
Business Response
Date: 11/26/2023
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 conducted 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 one record for an advertisement sent to **************** on October 30, 2023. We do not have records of any communication or other correspondence received from **************** in regards to this matter. As such, we would like to offer our most sincere apologies for any inconvenience the receipt of our marketing piece may have caused ****************. It is never our intention to inconvenience any consumer, but rather to offer them protection which they might not have otherwise known to be available to them.

However, we would like to note that our advertisements go through a rigorous review process by both our compliance department as well as our outside legal counsel to ensure conformity with all applicable rules and regulations. Accordingly, the marketing piece received by **************** has been reviewed and approved for marketing to consumers. Additionally, the Customer ID or Property Code listed on our marketing advertisement are unique identifiers which are used to quickly and accurately identify consumer records to assist in any requests. Moreover,despite what **************** may indicate in your inquiry, the License # provided on our marketing advertisement is a valid license for the marketing and sale of Home Warranty Products in the state of **********.

In closing, we would like to again offer **************** our apologies for any inconvenience the receipt of our marketing piece may have caused her. Per Ms. ******* request,we have subsequently added her to our internal Do Not Contact list to restrict the production of any future advertisements. We are confident that said actions resolve this situation, ensuring that **************** does not receive any future marketing advertisements on behalf of our organization. In consideration of the foregoing, we would ask that you consider this matter to be closed as resolved.

Sincerely,

*************************
Customer ********************** Manager
Protection Direct
Initial Complaint
Date:11/09/2023
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.
November 8, 2023 thought I was calling my home warranty company due to the fact I’d received notice of expiration of plan. Realized after a few minutes of talking with the salesman it was a different company. He proceeded to give me his pitch so thought it was a good deal. Started looking at their information and it appears they are a scam. Tried to get refunded to no avail. The lady talked over me continued to say I wanted refunded and wouldn’t give out any information and said would receive it in 7-10 days and she hung up.
Their phone number is ************ **** ********* ** *** ***** ****** was the lady that was rude.
Business Response
Date: 11/22/2023
****** ******** ******
*** ***** ******
*** ** ********
*** ****** ** *****

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

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

                According to our records Mr. ******* contacted our
office on November 8, 2023, to inquire about coverage for his home. Upon
reviewing the available coverage options with the customer, Mr. *******
subsequently elected to enroll his residence in our Paramount home protection
program. At said time, Mr. ******* made an initial down payment in the amount
of $195.00 to initiate the coverage on his home.

Our records
subsequently indicated that the customer’s wife contacted our office the very
next day, on November 9, 2023. Mrs. ******* advised our representative that
they wished to cancel the coverage and receive a refund of the down payment made
for the purchase of the contract. Per Mrs. *******’s request, the coverage was
subsequently cancelled, and a refund of the down payment was initiated the very
same day. A recent review of our records confirmed that the down payment made
by Mr. ******* was successfully refunded back to his account.

Finally, we
would like to address the unfounded allegation contained within Mr. *******’s
inquiry with your office. Though we understand that our coverage may not be for
everyone, it is quite unethical to levee baseless allegations against an
organization without any information supporting said accusations. Despite what Mr.
******* may suggest, over our more than twenty (20) years in business, our
programs, backed by top rated administrators and insurers, have helped to save hundreds
of millions of dollars in repair costs for consumers across the country.

As previously
noted, Mr. *******’s contract has been cancelled as requested and the down
payment of $195.00 has been refunded back to his account. In light of the
foregoing, we would respectfully ask that your office considers this matter to
be closed as resolved.

**********

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

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Protection Direct is NOT a BBB Accredited Business.