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:01/12/2023

  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.

  I am submitting this complaint on behalf of my mother in law, ******** ******. My father in law died unexpectedly in January 2021 after burying her son the prior month, and my mother in law is currently 84 years old. Between the death of her son, her husband and her age, she is suffering from memory issues. She has repeatedly been sent notices about expiring home warranties as well as car warranties. These letters have IMMEDIATE RESPONSE REQUESTED, CALL IMMEDIATELY, etc. which is intended to scare people into paying scams. My husband called months ago after she made a payment or two to ******* and was assured the letters and bills would stop. However, they have not and she has paid additional payments.
  
  I currently have 3 letters in my possession that are dated between October 28, 2022 and November 14, 2022 and one is even in my deceased father in law's name (***** ******). There were letters prior to these but these are just a few I took from her house recently. I am pretty sure there is now an automatic draft set up because I also have a welcome letter from ******* dated 11/23/22 that seems to indicate automatic drafts will begin on 12/15/22. EVERY ONE of these letters have different phone numbers on them insuring that you can't reach the same person twice.
  
  This company and other companies like it are predatory and take advantage of people who can't protect themselves. All of this causes undue hardships for people who are on social security and barely getting by as it is. It also causes undue stress on family members who are trying to help protect those who are vulnerable and/or are unable to protect themselves. It is just plain disgusting and should be illegal.

  Business Response

  Date: 01/17/2023

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

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

  
  We have received your correspondence regarding complaint case ********, made by Ms.
  ******* ******, on the behalf of Ms. ******** ******. In light of said correspondence we have conducted
  a thorough investigation of this matter and have subsequently provide our 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 cause Ms. ******. It is never our intention to inconvenience any
  consumer, but rather to provide them with an opportunity to obtain coverage they may not have
  otherwise known to be available to them. However, we feel it is essential to point out that only one (1) of
  the notices provided as part of Ms. ******’ inquiry was marketed on behalf of our organization.
  Furthermore, our organization has had no communication or correspondence with any individual in
  regards to the aforementioned advertisement. As such, we do not have any contracts, current or past, for
  which monies have been collected and would be eligible for refund.
  Additionally, in consideration of the allegations contained within Ms. ****** inquiry, we feel it is
  essential to provide some further context to this matter. For starters, we would like to point out that all
  advertisements marketed on behalf of Protection Direct undergo a thorough review by both our
  compliance department as well as our outside legal counsel to ensure conformity with all applicable
  regulatory standards. As such all of our advertisements will clearly bear our name or a registered dba, as
  well as our physical address associated with our business. Moreover, it is equally as important to note
  that our organization does not possess any kind of private of sensitive consumer data. All data used in our
  marketing operations is general consumer data, most of which is readily available via public resources.
  Accordingly, it would be impossible for our organization specifically market or target consumers based on
  the age or medical status of any individual. Finally, we would like to point out that our organization has
  been in business for more than fifteen (15) years and has provided contracts to countless customers
  equating to hundreds of millions of dollars in paid claims for auto and home repairs. Accordingly, we can
  assure Ms. ****** that services being offered by our organization are legitimate contracts backed by top
  rated providers.
  In closing we would again like to offer our sincere apologies for any inconvenience this situation
  may have caused Ms. ****** or her mother-in-law. However, as previously stated, our review of this matter
  shows no activity beyond the initial marketing to Ms. ******. We have subsequently added Ms. ****** 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.

  
  Sincerely,
  ***** *******
  Customer Service Manager
  Protection Direct

• Initial Complaint

  Date:01/12/2023

  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.

  I continue to receive mail from this company advising me that my car warranty has or will be expiring and I need to contact them immediately and by neglecting to activate coverage that I will be financially liable for all repairs. I recently purchased a new vehicle and I have contacted the dealership and the manufacturer and both have advised that this document is not coming from either and my vehicle has a current ten year, 100,000 mile warranty. I have made contact with the company and advised them to stop contacting me, but continue to receive mail from them.

  Business Response

  Date: 01/18/2023

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

  
  We have received your correspondence regarding complaint case ********, made by Mr. *****
  ******* against Protection Direct. Upon receipt of said correspondence our office initiated a thorough
  review of this matter. We have subsequently provided our findings below for your review.
  Upon thorough review of our marketing database, we were only able to locate one (1) record for
  Mr. ******* dated December 29, 2022. Likewise, our records show indicated that our office has received
  no communication or correspondence from any individual regarding the aforementioned advertisement.
  With that being said, it is important to understand that there are numerous companies
  nationwide that utilize mail advertisements to market services similar to those offered by our
  organization. Based on our review of this matter, we can assure Mr. ******* that any previously received
  advertisements we not marketed by or on behalf of our organization.
  

  We would like to offer Mr. ******* our most sincere apologies for any inconvenience this situation
  may have caused him, as that is never our intention. As requested per the complaint, we have
  subsequently 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.
  

  Sincerely,

  
  ***** *******
  Customer Service Manager
  Protection Direct

• Initial Complaint

  Date:01/12/2023

  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.

  I am reporting this complaint to BBB for the sole purpose of warning potential victims of a fraudulent tactic employed by Home Protection Direct.
  
  I have received the letter attached: it is deceptive because it implies I am a customer (customer ID), with mention of several attempts to contact me. Legally, they probably feel safe with the disclaimer in tiny font at the bottom of the letter ("Not all consumers have previous coverage.")
  
  I can easily imagine how some recipients would be scared by the tone and the urgency of the letter: they could sign up for a coverage they don't need (if they already have one). They may be misled by the letter to think that Home Direct IS their protection company.
  
  I read the previous complaints sent to BBB and it looks like this is exactly what happens: people fall in this intentional trap. The fact that the company so readily reimburses those who complain is a testimony that they successfully trick many more. Few people may have the luxury of time and other resources to lodge a complaint.
  
  I am glad the few who did got their money back but I am writing in the spirit of equity: the others who fall victims to the predatory tactics and can not report it are not so lucky.
  
  This company should be called out and be forced to stop their predatory behaviors. The letters they send are deceptive and they should not be allowed to continue. Shame on them.
  
  Thank you in advance for what you can do to prevent their sham in the future.

  Business Response

  Date: 01/19/2023

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

  
  We have received your correspondence regarding complaint case ********, made by Mr. ******
  ********** against Protection Direct. We have thoroughly reviewed Mr. **********’s inquiry with your
  office and have provided the following information in response.
  First and foremost we feel it is essential to address Mr. **********’s claims that our
  organization is somehow fraudulent or seeking to scam consumers. Protection Direct, has been in
  business for more than fifteen (15) years during which time we have provided coverage plans to hundreds
  of thousands of customers resulting in hundreds of millions of dollars in paid claims. Our organization
  offers nothing less than the highest rated coverage plans backed by top rated providers in the industry.
  Moreover, it is important to note that all of our advertisements undergo a diligent review by both
  our internal compliance department as well as outside legal counsel to ensure conformity with all
  applicable marketing regulations. Unlike many competitors, all advertisements sent on behalf of our
  organization clearly display our company name or registered dba along with our physical address. The
  very fact that this information is readily available on our mailer was the sole reason that Mr. **********
  was able to identify our organization and submit his inquiry with our office. Accordingly, we are confident
  that our track record for providing customers with superior service is quite evident when compared to
  our competitors.
  Likewise, the fact that Mr. **********’s suggests that our organization readily reimburses
  customers who file complaints against us is somehow proof of some insidious behavior, is completely
  baseless and purely speculative. That fact that we are willing to consider the circumstances surrounding
  a situation and the impact that those situations have on our customers is a testament to our level of
  commitment to our customers, not the other way around. It is always our goal to work with our customers
  in hopes of reaching a fair and amicable resolution to any dispute, and that is exactly what our record
  shows.
  In closing we would like to offer Mr. ********** our apologies for any inconvenience the receipt
  of our mailer may have caused him. In light of Mr. **********’s dissatisfaction with the receipt of our
  advertisement, we have subsequently added his information to our internal Do Not Contact list to restrict
  any future mailings on behalf of our organization. In consideration of the foregoing, as well as the
  speculative nature of Mr. **********’s complaint, we would respectfully request that your office considers
  this matter to be closed as Information Only.
  

  Sincerely,
  ***** *******
  Customer Service Manager
  Protection Direct

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company targeted my mother with dementia and fraudulently signed her up for a totally unnecessary auto warranty by sending fake letters and making calls to say she was "behind on her payments". She was charged almost $600.

  Business Response

  Date: 10/24/2022

  Better Business Bureau
  ********* Office
  211 ***********
  *********, ** 63102
  
  
  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 this matter and have subsequently provided our findings for your review.
  
  First and Foremost, we feel it is of the upmost importance to address the complainants allegations suggesting that we are somehow targeting or preying on consumers. Despite the alleged, it would be impossible for our organization target or prey on individuals based on personal criteria such as their age or medical condition as we are in no way privy to said information. The data utilized for the marketing of our services solely contains basic consumer information, many times which is readily available public information. Accordingly, we can confidently say that our organization has in no way targeted or attempted to prey on *************
  
  In reviewing our marketing records, we were able to locate one advertisement addressed to ************, dated July 29, 2022. According to our records, ************ called our office on August 15, 2022, in response to the aforementioned advertisement, to inquire about potential coverage options. ************ subsequently elected to enroll in our home protection coverage program. Since said time, we have received no further communication or correspondence from ************ prior to the receipt of this complaint.
  
  In closing, we would like to offer our sincere apologies for any inconvenience we have caused ************ or her family as we can assure all parties that that was never our intention. In the spirit of good customer relations, we have elected to void ************** contract and issue a full refund of all monies paid towards her account. 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: 10/24/2022

  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,
  
  ***********************