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:10/11/2023

  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.

  Home Protection Direct, Home Warranty Divison is writing letter purporting to be our home warranty provide and that our current warranty is due to expire.
  
  We have a home warranty in place, we did not consent to be contacted by Home Protection Direct and we are on the Do Not Contact List.
  
  Please remove us from your mailing list with immediate effect.

  Business Response

  Date: 10/18/2023

  Better Business Bureau
  *** ***** ******
  *** ** ********
  *** ****** ** *****
  
  
  Re:       ******** – ***** **********
  
  
                  We have received your correspondence regarding complaint
  case ********, made by Mr. ***** ********** 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 information for your review.
  
                  First and foremost, we would like to offer our
  sincere apologies to Mr. ********** for any
  inconvenience the receipt of our marketing piece may have caused him as that is
  certainly not our intention. In reviewing our database, we were only able to
  locate a single marketing record for Mr. **********,
  for which the advertisement was provided within the customer’s inquiry with
  your office. Likewise, we have no record of any other communication or
  correspondence our office has had with Mr. **********.
  
  In closing we
  would again like to offer Mr. ********** of sincere apologies for any inconvenience this situation may have caused him.
  As requested within his inquiry, we have 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 this matter be considered closed
  as resolved.  
  
  Sincerely,
  
  ***** *******
  Customer Service Manager
  Protection Direct

• Initial Complaint

  Date:10/07/2023

  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.

  They sent a letter to my husband who is a senior. The letter is very upsetting telling my husband to renew a warranty that we dont have it, Please dont replying back saying is not your company . A totally scam and senior protection services should go after your business. Oh and the letter reads we speak Spanish. How dare this business use the post office to opening scam seniors. Phone given was *************. The letter is from **. Do you know abusing monetary seniors is a crime? Ca license *******. What a joke. So remove my husbands name from your list. I am not going to tolerate your business to scam my husband.

  Business Response

  Date: 10/11/2023

  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 conducted a thorough investigation into the referenced matter and have subsequently provided the following information for your review.
  
                  We would like to start by offering our most sincere apologies to ****************** and her husband for any inconvenience the receipt of our marketing piece may have caused them. It is never our intention to inconvenience any consumer, but rather to offer them an opportunity to obtain coverage they might not have otherwise known to be available. While we certainly understand that our programs are not for everyone, we can assure ***************** that the coverage offered to them within our advertisement is a legitimate program backed by top rated administrators and insurers, which has helped saved customers across the country hundreds of millions of dollars in repair costs over our twenty (20) plus years in business.  
  
                  In response to ******************** inquiry, we feel it is important to note that our office does not possess any kind of private financial, medical or demographic information regarding the consumers we market to. Accordingly, it would be impossible for our organization to single out or target a particular group of individuals as ****************** is suggesting. The vast majority of the data utilized in our marketing campaigns is actually public data that is readily available via a simple online search. Additionally, we would like to point out that our office has never participated in the placement of unsolicited outbound phone calls for the marketing of our services. As such,we can assure ****************** that any telephone communications they have received regarding potential warranty services, were not made by or at the direction of our organization. We have thoroughly reviewed our database and were unable to locate any communication or correspondence that our office has had with ***************** or her husband at any point in time.
  
  In closing we would like to again offer our most sincere apologies to ****************** and her husband for any inconvenience the receipt of our advertisement may have caused them.As requested within ******************** inquiry with your office, we have subsequently added their information to our internal Do Not Contact list to restrict the marketing of future advertisements on behalf of our organization. In light of the foregoing, we would respectfully ask that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 10/16/2023

  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:09/15/2023

  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 am TIRED of receiving this JUNK from Home Warranty companies trying to SCAM me and others.I had previously requested to be REMOVED from Home Protection Direct's mailing list, yet they continue to send me their UNSOLICITED JUNK MAIL. Now even my wife is receiving it! I want our names and address PERMANENTLY REMOVED from their mailing list AT ONCE and LEAVE ME ALONE!The ********** Department of Insurance has recently investigated similar companies peddling Home Warranties through UNSOLICITED mail and has issued a warning and a cease and desist order to many of them.Here is the link:************************************************************************************************ And I have also attached a copy of the cease and desist order for your review. As you can see from the scans I took, I also scanned of the envelope and although the one addressed to me is undated, my **** daily mail previews shows it was scheduled for delivery on Saturday, August 26th.By the way, I called the number on this communication to complain and I was told that I had only ever been contacted 6 times as if this wasn't enough! Upon informing them I was going to file a complaint, I was told to "go ahead and knock myself out!"I am so angry about this that it even raised my blood pressure and I will be filing complaints with the ********** Department of Insurance, the Attorney General of ******** and the ****************** Protection Bureau.

  Business Response

  Date: 09/27/2023

  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 into the referenced matter and have subsequently provided the following information for your review.
  
                  In reviewing our marketing database, it was subsequently determined that there were three (3) marketing advertisements sent to ********************** on behalf of our organization. However, we were only able to locate one (1) record of any communication with **********************, made on September 15, 2023. During said communication, ********************** asked to be removed from our mailing list and was immediately placed on our Do Not Contact list to restrict any further mailings on behalf of our organization.
  
                  As noted within ************************ inquiry, there are numerous other companies out there that utilize mail advertisements for the marketing of services similar to those being offered by our organization. Based on our review of this matter we feel confident in stating that any previous communications or additional marketing advertisements received by ********************** were not marketed on behalf of our organization. Though it is certainly never our intention to upset any consumer, it is important to note that all of our advertisements undergo a thorough review process to ensure conformity with all applicable rules and regulations. Likewise, our program offerings are backed by top rated providers within the home and auto industry.
  
  In closing we would like to offer ********************** our most sincere apologies for any inconvenience the receipt of our advertisement may have caused him as that is certainly not our intention. As previously noted, we have already added ********************* to our internal Do Not Contact per our communication with him on September 15, 2023. In light of the foregoing, we would respectfully ask that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 09/27/2023

  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:08/16/2023

  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.

  I called the company trying to cancel my account. They took out $295.00 from my banking account. When I called them, they hung up on me. I will be making the same request in writing.

  Business Response

  Date: 08/21/2023

  Better Business Bureau
  St. Louis Office
  *** ** ********
  *** ****** ** *****
  
  
  Re: ******** – ******* ********         
  
  
                  We have received your correspondence regarding complaint
  case20478428, made on behalf of Ms. ******* ******** against Protection Direct.
  In response to Ms. ********’s inquiry our office has performed a thorough review
  of the referenced matter We have subsequently provided our findings for your review.
  
                  According to our records, Ms. ******** purchased
  coverage for her home on July 28, 2023. Our records indicated that Ms. ********
  contacted our office on August 1, 2023, indicating that she was not going to be
  able to afford the coverage. Upon working with the customer, we were able to
  extend the financing terms of the contract to get the customer’s payments down
  to $100.00 per month. The customer subsequently called back on August 15, 2023,
  indicating that she thought the payments were supposed to be $99.00 per month.
  Unfortunately, the call was dropped and despite our attempts to reach back out
  to Ms. ********, we were unable to reconnect with the customer until the next
  day. The customer called in on August 16, 2023, and indicated that she just
  wanted to cancel the customer and get a refund.
  
                  Ms. ********’s coverage was subsequently cancelled on
  August 16, 2023, and a refund of the $195.00 down payment was initiated. Ms.
  ******** was informed that it could take up to 3 business days for her refund
  to be reflected on her account. We subsequently confirmed that Ms. ********’s
  refund has been processed and the funds have been returned to her account.
  
  Based on our
  review of this matter, it was determined that Ms. ********’s cancellation and
  refund request had been processed prior to her inquiry with your office.
  Unfortunately, the process of transferring funds between accounts does take
  some time. We certainly apologize for any inconvenience this may have caused
  Ms. ********, but her request was fulfilled as indicated on our August 16, 2023
  conversation. In light of the foregoing, we would respectfully request that
  this complaint be closed as information only.
  
  Sincerely,
  
  ***** *******
  ******** ******* *******
  ********** ******

• Initial Complaint

  Date:07/18/2023

  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.

  These people continually send us junk mail to our house where they pretend we have a warranty with them and it's about to expire. They keep claiming "you have not contacted us to get your warranty up to date" even though we have no warranty with them and have never had any dealings with them other than to repeatedly call to get them to stop sending this to us.I've called NUMEROUS times. One time I asked the guy what his address was, and he kept claiming "we're off the interstate" and wouldn't give me an actual address. He starts yelling at me and hangs up. This is supposed to be a "warranty company" that wants our business. Another guy I talked to on the phone claimed we had a warranty with them but didnt' have any info. I want our address off their list but they won't stop sending these scam letters to us. They keep claiming "I've removed you from our list" and then more of this mail comes to us. And each letter claims "this may be our final attempt to reach you" then more junk mail comes from them a couple weeks later and it just keeps going on and on.

  Business Response

  Date: 07/26/2023

  Better Business Bureau
  ********* Office
  ************************************************************
  
  
  Re:       ******** ***********************
  
  
                 We have received your correspondence regarding complaint case ********, made by *************************** against Protection Direct. We have conducted a thorough investigation into this matter and have subsequently provided the following information for your review.
  
                 In reviewing our marketing database, we were only able to locate a record for one (1) advertisement mailed to ******************** on 6/30/2023.Furthermore, despite a diligent review of our records, we were unable identify any communication or correspondence received by our office regarding said advertisement. We feel it is important to note that there are numerous companies within the service contract industry that utilize similar mail advertisements as a means of marketing their services to consumers nationwide.Based on our review of this matter we can assure ******************** that the additional advertisements identified within his inquiry were not marketed on behalf of our organization. Likewise, we have no record of ever speaking with him regarding this matter.
  
  We would like to offer our sincere apologies to ******************** for any inconvenience the receipt of our advertisement may have caused him as this was certainly not our intention. As requested within Mr. ********* inquiry, we have subsequently added him to our internal Do Not Contact list to restrict any future marketing to his residence 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

  Customer Answer

  Date: 07/26/2023

  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:07/07/2023

  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 have received dozens of letters from Home Protection Direct about renewing my home warranty. I have renewed my home warranty previously and wasted my hard-earned money in the process. It turned out that I was paying for a warranty that I didn't really need.

  Business Response

  Date: 07/18/2023

  Better Business Bureau
  ********* Office
  ************************************************************
  
  
  Re:******** ***************************;
  
  
                  We have received your correspondence regarding complaint case ********, made by Ms. ***************************** against Protection Direct. In light of ****************** inquiry, we have conducted a thorough investigation into this matter and have subsequently provided the following information for your review.
  
                  We would like to offer ****************** our most sincere apologies for any inconvenience that the receipt of our advertisement may have caused her. We certainly understand ****************** position considering what would appear to be a less than pleasant experience with a previous home warranty provider. Per her request, we have subsequently added ****************** to our internal Do Not Contact list to hinder the production of any future marketing advertisements on behalf of our organization.
  
                   We would like to point out that there are numerous other companies within our industry that utilize mail advertisements for the marketing of their services. Accordingly,based on the number of advertisements indicated within her inquiry, it is evident that ****************** is receiving advertisements from multiple different home warranty service providers. We again apologize to ****************** for any inconvenience this situation may have caused her. In consideration of the provided information, we would respectfully ask that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 07/18/2023

  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:07/03/2023

  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 companies predatory sales practices almost got my mother who is 82 years old. Home Protection Direct, as mentioned in countless other BBB reports, sends out unsolicited mail that makes it appear as though the recipient has or had a policy with them. The letters state "Time Sensitive," "Call Immediately," "may be our FINAL ATTEMPT TO NOTIFY YOU" and other language clearly meant to trick the recipient into believing their policy is about to lapse. As mentioned in other BBB reports, Home Protect Direct is targeting seniors almost exclusively. If Home Protection Direct Direct is doing business in your State and they have taken advantage of a loved one, you can sue them in small claims court. Go to your secretary of states website and look up this businesses name as either a corp or LLC. Find their agent for service of process and file. When you file, make sure you submit a Small Claims Subpoena for Production of Documents. I would suggest subpoenaing their advertising methods and demographics. This will point to them almost exclusively targeting the eldery. There are tons of youtube videos on how to file a small claims case. This is the only way they'll learn. I am requesting the removal of my mother and our household from Home Protection Directs advertising database.

  Business Response

  Date: 07/11/2023

  Re: ******** – **** *******
  
  
                  We have received your correspondence regarding complaint
  case ********, made by Mr. **** ******* on behalf of his mother Ms. ****** *******, against Protection Direct. We have conducted a thorough review of the
  customer’s inquiry and have subsequently provided the following information.
  
                  First and foremost, we feel it is essential to address
  the allegations indicated within Mr. *******’s inquiry. Despite lacking any
  evidence to support such a claim, Mr. ******* makes multiple baseless and
  defamatory allegations insisting that our organization is targeting elderly
  individuals.  However, as we have indicated
  numerous different times, our organization does not possess the kind of
  consumer data that would be necessary to target a particular demographic of individual
  as alleged within Mr. *******’s complaint inquiry. As such, we would contend
  that Mr. *******’s statements against our organization are not only false, but
  borderline slanderous.
  
  We certainly
  apologize for any inconvenience the receipt of our advertisement may have
  caused Ms. ******* or her son. It is certainly never our intention to
  inconvenience consumers with our advertisements. As requested by Mr. *******,
  we have subsequently added his mother to our internal Do Not Contact list to
  restrict the production of any future advertisements on behalf of our organization.
  
  In closing we
  would like to point out that there are numerous companies that utilize mail
  advertisements to market to countless consumers nationwide. Still today these
  advertisements represent a significant means by which companies’ market to
  consumers who may not have otherwise know said services to be available to
  them. As a standard practice, our advertisements routinely undergo a review by
  both our compliance team and outside legal counsel to ensure conformity with
  all applicable regulations. In consideration of the foregoing, we would ask
  that you consider this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  ******** ******* *******
  ********** ******

• Initial Complaint

  Date:06/20/2023

  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.

  Home Warranty Direct has tried scamming my wife and I, thinking our home warranty is expiring. They use manipulative language to scare you into thinking you already have insurance through them. They almost got my wife last year- the sales rep refused to answer when she asked why the company name was different than our existing mortgage and tried scaring her into buying their insurance.
  
  These people are scumbags. I’ve asked multiple times to be taken off their mailing lists and every year, I have to go through this multiple times. I’ve saved the letters and would be happy to submit them.

  Business Response

  Date: 07/03/2023

  Better Business Bureau
  *** ***** ******
  *** ** ********
  *** ****** ** *****
  
  
  *** ************** ********
  
  
                 We have received your correspondence regarding complaint
  case ********, made by Mr. ***** ******** against Protection Direct. In
  response to the aforementioned correspondence, we have reviewed this matter and
  have subsequently provided the following information.
  
                 First and foremost, we would like to offer our most
  sincere apologies for any inconvenience that the receipt of our advertisement
  may have caused Mr. ********. It is certainly never our intention to
  inconvenience any consumer, but rather provide them with coverage options they
  might not otherwise have known to be available to them. As requested within Mr.
  ********’s inquiry, we have subsequently added him to our internal Do Not
  Contact registry to block any future advertisements on behalf of our
  organization.
  
                 We certainly respect that Mr. ******** is entitled to
  his own beliefs; however, we would like to express that fact that over the last
  20 years our organization has provided hundreds of millions of dollars in
  repair coverage across both the home and auto marketplaces. Our proven
  reputation over these many years has enabled us to partner with some of the
  strongest and most reliable names in the industry. As such, we can assure Mr.
  ******** that the services he was offered by our organization are genuine
  quality programs that are well respected within home warranty marketplace. 
  
  In closing, we
  would like to again offer Mr. ******** our apologies for any inconvenience this
  situation may have caused him. In consideration of the foregoing, we would ask
  that you consider this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  ******** ******* *******
  ******* ********** ******

  Customer Answer

  Date: 07/11/2023

  After confirmation from the company that they would take us off their mailing list, they sent another letter today. Same threatening language, same personal information included.

  When will the Better Business Bureau take this complaint seriously? How many elderly homeowners has this company scammed into thinking their homeowners insurance was expiring.

  They obviously didn’t care to take us off the mailing list. I’d like to know what happens next.

  Business Response

  Date: 07/20/2023

  Better Business Bureau
  *** ***** ******
  *** ** ********
  *** ****** ** *****
  
  
  Re: ********–***** ********  
  
  
                  We have received Mr. ********’s response regarding complaint
  case ********. We have subsequently reviewed this matter and determined that
  the marketing piece indicated within Mr. ********’s subsequent inquiry was
  mailed the very same day that he was added to our Do Not Contact list. However,
  the aforementioned marketing piece had already gone through scrubbing,
  production and mailing process prior to Mr. ******** being added to the
  restricted list.  
  
                  We deeply apologize for this extremely rare and
  unfortunate circumstance. We have ensured that Mr. ******** is indeed on our Do
  Not Contact list and no future advertisements will be marketed to his residence
  on behalf of our organization. In light of this information, we respectfully
  request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  ******** ******* *******
  ********** ******

• Initial Complaint

  Date:02/11/2023

  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.

  Want to be removed from mailing list. The letter they send is misleading where they are trying to repaint themselves as valon mortgage. Called twice to be removed and still getting the letters

  Business Response

  Date: 02/24/2023

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

  
  We have received your correspondence regarding complaint case ********, made on behalf of
  Mr. ***** ***** against Protection Direct. In light of said correspondence we have conducted a thorough
  review of the referenced matter. We have subsequently provided our findings for your review.
  In reviewing our marketing database, we were only able to locate one (1) advertisement for the
  referenced consumer dated January 27, 2023. According to our records, Mr. ***** responded to the
  aforementioned advertisement requesting to be removed from our marketing database. Per Mr. *****
  request, the consumer was subsequently placed on our Do Not Contact list on February 11, 2023. Based
  on our review of this matter, we can assure Mr. ***** that any additional advertisements were not
  marketed by or on behalf of our organization. Furthermore, we have no record of any telephone
  communications made to our office as suggested within Mr. *****’s inquiry.

  
  Additionally, we feel it is essential to understand that there are numerous companies nationwide
  that utilize mail advertisements to market services similar to those offered by our organization. Moreover,
  some of these companies utilize generic or misleading names in an effort to conceal their identity.
  However, we can assure Mr. ***** and your office that all advertisements sent on behalf of our
  organization will clearly display our corporate name or legally registered dba as well as our physical
  address.

  
  We would like to offer Mr. ***** our apologies for any inconvenience the receipt of our mailer
  may have caused him. As previously stated, we have already added Mr. ******* to our internal Do Not
  Contact list to restrict any future mailings on behalf of our organization. In consideration of the foregoing,
  we would ask that you consider this matter to be closed as resolved.
  

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

• Initial Complaint

  Date:01/30/2023

  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.

  I am my mother's POA as she is elderly and her mental sharpness is failing. When reviewing my mother's bank statements I found for 3 months, my mother was being charged $226.55 by a "Sparta". I called Sparta and they told me they were the payment processing for "Protection Direct Home Warranty" and put me through to them. The rep stated my mother had signed up for a Home Warranty starting in mid-September. My mother doesn't own a home and lives in a senior apartment, so she doesn't need a "warranty". I told the rep this and stated she must have been signed up fraudulently. The rep stated "we don't make cold-calls and she called us". I HIGHLY doubt this as *************** she doesn't need a home warranty and would've never signed up for one unless she was tricked. The only possible scenario is if this company sent a fake letter stating her protection was ending and she needed to renew ASAP (i.e. tricked her). I canceled the policy and asked for a refund. The rep stated they could only refund the pro-rated amount for ******* and I had to write a letter to do this. They stated there is no way to get a full refund of the 3 months of $226.55.While it is this company's word against mine and my mother's, I strongly believe she was either fraudulently signed up or tricked into signing up. She is 82 years old and living in a senior/assisted living apartment, so why would they sign her up for a home warranty? Her address is obvious.In looking at other BBB complaints about this business I see similar stories where elderly people with limited/failing mental acuity were signed up for unnecessary warranties after being tricked by very misleading direct mail. I believe it was either this or a fraudulent method used to sign my mother up for a home warranty. She is on a very limited income and $226.55 is a huge hit to her budget.This company should both refund my mother's full amount AND stop mailing misleading advertisements.

  Business Response

  Date: 02/09/2023

  Re: ******** ****************************;   
  
  
                 We have received your correspondence regarding complaint case ********, made on behalf of *************************** against Protection Direct. Upon receipt of said correspondence our office initiated a thorough review of the referenced matter. We have subsequently provided our findings for your review.
  
                 According to our records, ****************** contacted our office on September 21, 2022 inquiring about coverage options for her residence. Upon speaking with one of our representatives, ****************** indicated that she wished to enroll in one of our home protection plans. ****************** subsequently made an initial downpayment and agreed to pay ************************** return for three (3) years of home protection coverage.According to our records, ****************** contract was subsequently cancelled on January 31, 2023, at the request of her power of attorney.
  
  In light of the foregoing, we would like to offer both ****************** and her daughter our most sincere apologies for any inconvenience this situation may have caused them as this is never our intention. However, it is important to note that our office was in no way privy to the age, mental status or lack of legal authority of ****************** at the time of purchase. In light of said information, we immediately cancelled ****************** contract in our system, to ensure no more payments would be deducted from her account. Furthermore, we have processed a full refund of all monies paid in by ****************** and have mailed her a check for $894.65. In consideration of the foregoing, we would ask that you consider this matter to be closed as resolved.
  
  Sincerely,
  
  *************************
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and pending receipt of the refund, find that this resolution is satisfactory to me.  I also request the company remove *********************** from any and all contact lists (mail, phone or other) as she is in no need whatsoever of ANY home warranty products or services.
  
  Sincerely,
  
  ***********************