Complaints

This profile includes complaints for PROTECTALL's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PROTECTALL

  9151 Boulevard 26 Ste 100B North Richland Hills, TX 76180-5600

  
• 

  PROTECTALL

  1006 E Maple St Sutton, NE 68979-2149

• 

  PROTECTALL

  106 E Maple Street Sutton, NE 68979

• 

  PROTECTALL

  777 South State Road Seven Margate, FL 33068

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  PROTECTALL

  1000 E Hillsboro Blvd Ste 102 Deerfield Beach, FL 33441-3628

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called my protect all to get my plan information to file a claim online. A representative who was hard to understand asked if Id like to file through the phone. After giving him the correct information, he denied me, in my description of the issue I told him that there was metal grinding that shook with the foot rest part, and that it was scratching my floor while making a grinding noise. He decided to file my claim as noise which he told me was not covered. He asked me about when it started, and I told him it had just appeared. The representative then said it had to be within 30 days (I did figure out the correct date which was May ***************************** correct it.) I asked the representative to not file the claim and that I was going to try to find my agreement. tried to go back online to see my account and I am not able to log in.

  Business Response

  Date: 06/16/2025

  The claim was thoroughly reviewed, and we want to clarify the reason it was not eligible for coverage. The initial claim was filed for grinding noises and mechanical issues. During the claim process, when asked when the damage was first noticed, you stated it began approximately a year ago. As outlined in the protection plan terms, all claims must be filed within 30 days of noticing the damage to remain eligible. Because the reported issue fell outside of that required time frame, the claim could not be approved.
  We understand there was some frustration with the process and apologize for any inconveniences you have experienced. 

  Customer Answer

  Date: 06/24/2025

  Complaint: 23454569
  
  I am rejecting this response because:
  Originally I had described the problem correctly and provided the grinding as a description of the main issue. Your representative was not only hard to understand, but gave me the incorrect information. My claim was correct in the date it started but your representative closed the case without correcting. I would like the policy to cover my repair as expected. 
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a broken chair that is a recliner/lifter chair. I called Slumberland and they gave me H333832**343430323635H&#**;s number. I called them around May 14th, 2025 and they gave me a list of companies to look at the chair. I have a H31**303835363538**38H on the chair. The first company didn&#**;t work out because they wanted to do a virtual visit. Then they set up with 3 other appointments with 3 other companies and none of them worked out. After 12 calls and 4 attempts nothing has been resolved with my broken chair. I&#**;m disabled and need your chair asap.I would like for them to refund or to repair my chair.

  Business Response

  Date: 07/15/2025

  We would like to extend our sincerest apologies for any inconveniences you have experienced. According to our records, you have received your parts and are scheduled for the part to be installed on July 21st. If you have any additional questions, please do not hesitate to contact our customer service team.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Job ***** Jan 15, 2025 I placed a work order for my loveseat that was broke. A tech was sent out 1-24 and only looked at 1 side of the loveseat and ordered parts . A second tech was sent out on 3/15. He ordered parts for both sides of the love seat . He also ordered parts for the recliner that too was broke. Back and forth calling *** protect all they claim the recliner has been replaced due to no parts available . The mechanism that worked for the recliner was also needed to fix the love seat . After checking with the store the recliner can not be replaced because the factory no longer makes it. I asked for the *** to replace all 3 pieces of my furniture since they cant get the same replacement of what we purchased . This was leather furniture that was over ***** dollars and they still have no answers for the repair of the loveseat . Ive lost 5 months trying to get this taken care of and I still have a year longer with the warranty.

  Business Response

  Date: 06/11/2025

  We have taken the opportunity to review your recent claim. We have reviewed the pricing for the parts and are issuing a replacement for the damaged reclining loveseat. Your retailer will contact you with the next steps in the replacement process for the loveseat. Please note, the plan does not cover the replacement of matching pieces. We apologize for any inconveniences you have experienced.

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought couches there in May of 2021 with warrenty for 5 years, now my couches are messed up and no one wants to help me. I am a mother with 2 kids I bought my furniture there with them falsely tell me lies that warrenty covers evrything. They made me spend extra money with nothing being done

  Business Response

  Date: 06/16/2025

  According to your recent claim, the technician identified that portions of your sectional had spring damage, and the frame was loose. These damages are not covered under our furniture protection plan and therefore are not eligible for service. The technician also determined that the *** sofa portion does have frame breakage, which is covered under the plan. The *** Sofa was replaced under the terms and conditions and your retailer will coordinate delivery of the replacement item.

  Customer Answer

  Date: 06/19/2025

  Complaint: 23399626
  
  I am rejecting this response because:

  the frame is about to break any day it practically is broken, so I basically need to wait for us to fall to the floor and you guys will fix it then. I placed another claim, I will make a paper trail of ********* I have. I really hope you guys think I have kids and if anything happens to my kids. It will be a problem the furniture is unsafe for anyone to sit on. I dont understand why is it so difficult. So basically there nothing you can do until its completely broken 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  On 10/22/22 I purchased a ***************** recliner with a 5-year extended warranty that included failure of motor and associated components (2pages warranty and original invoice attached). On 3/13/25 I advised the local Slumberland Dealer, where I purchased the chair. that something broke and the top of the recliner will not move. On 3/31/25 ******************* called and had me take pictures of the chair so they could bring the right parts to repair the chair, we did this over the phone. (2 pages of pictures are attached) From these pictures they determined that the problem was a broken frame and not covered by the warrant. On 4/12/25 ***** from the warranty Co. came to repair the chair. He found the problem to be motors shaft had broken, something he had never seen. He had me order a motor and he would be back to install it. Because now it would under warranty. Because it wasn't covered, I had paid $175 for the repair. I charged this on credit card before he came, it is impossible to see the frame in these pictures, but they claim because it was originally listed as frame damage it is not covered. They now want another $175 to install the motor. I spent over 2 hours on the phone for them to take a don't confuse me with facts my mid is already made-up stand. I want my chair fixed and my $175 back.

  Business Response

  Date: 06/16/2025

  We apologize for any misunderstandings, the frame on the recliner was broken which is not a damage covered under the plan. Therefore once you had the repairs completed, the motor was able to be installed to bring the recliner back to factor standards. According to our records, the technician was able to complete this repair on June 7th. 

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This warranty is a scam. They do not cover more than 1 stain. They will deny your claim if you have "accumulative" stains. They then say if you get a new stain, please have your couch professionally cleaned first, THEN call them if you get a new stain. This company is worthless. We originally had a tear in our fabric so we filed a claim and had a technician come out and take pictures of the tear. He also took pictures of the stains and said they want to see everything. Only to deny our claim for the tear because of the other "accumulative" stains. The fine print relieves them of almost everything. Furniture stores are just as at fault as this ridiculous company; they push the warranty on us, saying everything is covered and they all sit on a throne of lies. I am looking for a refund of the warranty we paid for when we bought the furniture.

  Business Response

  Date: 06/16/2025

  Based on the information provided in this complaint, we are unable to locate any information for you. Please provide a copy of the invoice, the registration number, or recent claim number and we will be happy to review your claim and address your concerns.

• Initial Complaint

  Date:05/27/2025

  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.

  Failure to address protection plan claim issue, failure to respond to repeated requests for assistance and management level response/action.

  Business Response

  Date: 05/28/2025

  We would like to extend our sincerest apologies for the any inconveniences you have experienced. According to our records, your appointment is scheduled for June 6th for the installation of the parts.

  Customer Answer

  Date: 05/28/2025

  Complaint: 23371009
  
  I am rejecting this response because: I have never been contacted by anyone to arrange for this scheduled appointment, nor has the repair company ever contacted me. I do not know who this appointment is with or what time the appoint ment is. I have received a similar response before and no one showed up. 
  
  Regards,
  
  **** ********

  Business Response

  Date: 06/16/2025

  We would like to extend our sincerest apologies for the inconveniences you have experienced. According to our records, we have issued a replacement for your recliner. 

  Customer Answer

  Date: 06/19/2025

  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.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was just denied a claim for an accidental burn on my sectional that I purchased less than 2 years ago. I sent multiple pictures and emails. When speaking with a supervisor she went over everything thats covered under the contract which indeed was MY initial claim so it should have been covered. She advised me that my claim would be denied because the photo shows an accumulation of damage (normal wear and tear from everyday living) and that I will not be covered for the ORIGINAL burn **** that I was making a claim for! Like what????? Are you serious? Why would I purchase a protection plan for FIVE years only to be denied because there is normal wear and tear on an everyday living sofa. Stains and pulls are normal. This is crazy. I will NEVER purchase another warranty from GPS Protectall. Oh yeah.

  Business Response

  Date: 05/28/2025

  We understand your frustration and appreciate the opportunity to review your concerns. After evaluating the photos you submitted, our team identified multiple areas of accumulated damage on the sectional, including general soiling, stains, pilling, and a burn on the seating areas. Unfortunately, accumulated damages and stainssuch as those that have built up over timeare not covered under the protection plan.
  Regarding the other issue you reported, a technician was assigned to repair the frame breakage, as this damage is not related to overall condition of the external material's condition. We apologize for any disappointment this has caused

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 50 TV from ********** USA for $347.99 along with Warranty protection from Protect all in 2/24. 5/7/25 I made a claim for the same TV and submitted all related paperwork. I was sent an email to get store credit and pick up new TV on 5/14. I waited the business days and even called to ensure the information was there. 5/19/25 I drove 30 minutes to ********** only to find out protect-all only authorized $164.75 or the same model Tv which was not available. ********** staff instructed to call protectall in which I did while in store. The ***resentative told me that trhe person handling my case was gone and she submitted my concerns to the team. I escalated the claim to her supervisor which he told me it needed to be authorized through ********** that the TV was out of stock even though I was in the store and the information cycled through brandsmart system. He mentioned they will find a TV with same features or receive full credit amount and said a member of the team will follow up tomorrow. After no call I called protectall again 5/20 and they stated it was authorized for $184 after complaint and reminder of what previous ***resentative said they stated they would give me full credit authorized and will receive email. 5/22 I came to ********** after waiting the business days. Provided the service *** with claim numbers and he printed out credit with $184 on it when complained he instructed to call protectall. After calling a ***resentative stated the full amount was there in two claims. After returning to store I allowed both the ***resentative from protectall and ********** speak in which they contradicted each other. ********** again tried to run claim numbers and resulted in same value. I was instructed to again call protectall and was told in there system it was there but they submitted it to their team and i will not receive a resolution until Tuesday. Protectall has scam like practices to make it hard for me/ customer to retrieve benefits.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out and sharing your experience. We apologize for the confusion and frustration youve encountered during this process. On 5/23/25, an email was sent to you containing the updated claim reference numbers needed to complete your transaction at the store. These reference numbers authorize the full credit amount, and providing them to the BrandsMart representative should allow the store to process your replacement accordingly. If you have any trouble at the store or need further assistance, please dont hesitate to contact us directly.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Denied claim for basic cleaning of couch due to build up of stains. Seems as though you must file a claim for every stain. We were trying to file one claim for them to come out and clean the furniture just once, but have been informed that we should have filed a claim every occurrence. They are a typical insurance company and do not want to cover things. Quite disappointing that they are able to get away with.

  Business Response

  Date: 05/28/2025

  We understand your disappointment and want to clarify the outcome of your claim. A technician was dispatched and provided a detail report of the reported furniture items. After careful review, the claim was deemed non-warranted due to the presence of accumulated food and beverage stains throughout both the recliner and sofa. The protection plan is designed to cover specific accidental incidents that have not built up over time. Unfortunately, accumulated or built-up damage over time is not covered under the terms of the plan. Were sorry this was not the resolution you were hoping for