Complaints

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

close

Find a Location

Protection Direct has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/09/2025

  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.

  I noticed that there was a charge on my *********** card for $134.58. I called the company and they said I had an account but I never have. I did reach out to my bank and they are disputing the charge.

  Business Response

  Date: 04/15/2025

  Better Business Bureau
  ****************
  *****************************************************************************
  
  Re: ******** ********* ******
  
                  We have received your correspondence regarding complaint ********, made by Ms. ********* ****** against Protection Direct.Upon receipt of the aforementioned complaint, our office initiated a thorough investigation of this matter and have subsequently provided our findings for your review.
  
                  Our records indicate Ms. ****** purchased a vehicle service contract with Protection Direct on July 11, 2024. Per the terms of the sale, Ms. ****** agreed to make an initial down payment followed by twenty-four (24) monthly installments. In return, Ms. ****** would receive name component coverage for her vehicle for a term of 60 months or ****** miles, whichever occurred first.
  
  Further investigation indicated that Ms. ****** contacted our office on December ******, regarding her coverage. Our representative went over the coverage with Ms. ****** and subsequently provided her with another copy of her contract. Our office spoke with Ms. ****** again on April 9, 2025, regarding her coverage and her monthly payments. Ms. ****** subsequently indicated that she recently purchased coverage with another company. Our representative once again advised Ms. ****** that she has been an active customer with ********************** since July, 11, 2024 and still has four (4) more years of coverage on her contract.After speaking with our representative, Ms. ****** indicated that she was going to cancel the contract that she had recently purchased. Since said time our organization has received no further communication regarding Ms. ******* account.
  
                  As requested within Ms. ******* inquiry, we have subsequently cancelled her account and issued a refund of her monthly payment in the amount of $134.58. In consideration of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely, 

   

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

  Protection Direct

• Initial Complaint

  Date:04/09/2025

  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 receive unsolicited mail from protection direct at least twice a month threatening to end my home warranty. I know this is a scam and I have contacted both protection direct and the marathon group of which they are a part and requested that they stop all communication. since they continue they are in violation of the can-spam act and as such are in violation of the law.

  Business Response

  Date: 04/11/2025

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  Re: ********- ***** ********
  
                  We have received your correspondence regarding complaint case ********* made by Ms. ***** ******** against Protection Direct. Upon receipt of said correspondence our office initiated an investigation into the referenced matter. We have subsequently provided the following findings in response to your inquiry.
  
  First and foremost, we would like to offer our most sincere apologies to Ms. ******** for any inconvenience this situation may have caused her as such is never our intention. Following our review of this matter, we were only able to locate record of one (1) advertisement marketed to Ms. ******** on behalf of our organization. However, we do not have record of anyone in our organization speaking with Ms. ********* nor do we show that she has ever enrolled in coverage with our company. Accordingly, our organization does not have the ability to terminate home warranty coverage that Ms. ******** may have through another parties. Moreover,we have added Ms. ******** to our Do not contact list to restrict any potential future marketing advertisements on behalf of our organization.
  
                  In closing, we again would like to extend our most sincere apologies to Ms. ********* In light of the foregoing, we would respectfully request that your office consider this matter to be closed and resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:03/22/2025

  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.

  my mom who is 86 years old has hard time comprehending things signed up for home warranty to protect her appliances mainly .she was told by one person it was transferable and that she could file a claim at anytime . so she paid 195 on 6/25/24 and then paid ****** for seven months to equal a total with the 195 to equal ******. she called a day ago when the stove went out to file a claim and was told she couldnot file a claim for three years and the warranty was not transferable and when a claim was allowed a tech of theirs would have to come with a 100 fee by paid by the customer to .see if the stove would be covered. basically this company took advantage of my mom and she wants her money after they scammed her and lied to her

  Business Response

  Date: 03/27/2025

  Better Business Bureau
  ********* Office
  *****************************************************************************
  
  
  Re: ******** **** *******
  
  
                  We have received your correspondence regarding complaint case ********* made by Ms. **** ******* against Protection Direct. Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter. We have subsequently provided the following findings for your review.
  
                  According to our records, Ms. ******* contacted our office on June 25, 2024, to inquire about coverage for her residence located at *********************************************************************************. Upon reviewing the coverage eligibility, Ms. ******* subsequently elected to enroll her residence in our Superior home protection plan. Per the terms of the contract, the appliances and utility systems within Ms. ******** residence would be provided with named component coverage for a term of thirty-six (36) months.  Additionally, as a standard provision of the agreement, Ms. ******** contract contained a specific list of conditions that would be excluded from coverage under the contract.
  
                  Upon speaking with the contact administrator, it was subsequently determined that a claim was submitted by Ms. ******* on March 18,2025.  Upon submitting her claim, ********** advised the claims representative that the cook timer and right front burner element on her electric stove were not working. Upon inquiring about the onset of the issue, Ms. ******* advised the representative that the stove had been malfunctioning for quite a while. The representative subsequently asked Ms. ******* to provide an estimate of when the issues with the stove began and she indicated that the burner had been inoperable for five (5) years. When the representative again verified with Ms. ******* as to the onset of the issues,she indicated that it has been close to five (5) years since the burner operated properly. Based on the information provided by Ms. ******** the referenced claim was subsequently denied due to a pre-existing condition in accordance with the terms and conditions of the contract language.  
  
  SECTION 6. WHAT THIS CONTRACT DOES NOT COVER - 1.Covered Items or Parts and Components that were not in proper working order on the Contract sale date (i.e. pre-existing conditions).
  
                  Based on our review of this matter, we believe that the denial of Ms. ******** claim was a just and valid denial in accordance with the term and conditions of the contract language. Additionally, our records indicated that Ms. ******* subsequently contacted our office on March 18, 2025, requesting that her contract be cancelled. Per her request, *********** account was subsequently cancelled and a pro-rata refund in the amount of $198.54 has been process and mailed to Ms. ******** home address on file. In consideration of the foregoing, we would respectfully request that this matter be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 03/29/2025

  Complaint: 23103520
  
  I have reviewed the business' response and am rejecting it because: they are lieing about what happened. My mom stated when I was there listening to the conversation that the stove burners just went out .also they would have to send a tech out to check this out after three years have past. This company preys on the elder to scam them . My mom just wants her money that was scammed out of her back. She was lied to in the beginning that she could get anything replaced no hassle.
  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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.

  Dear Service Protection Direct,I am writing to you regarding an issue that occurred around December 31, 2024. My 81-year-old mother, who is in the early stages of Dementia, was contacted by your company. During this interaction, she became confused and mistakenly accepted a verbal contract for auto service protection. She neither requires or was seeking this service.On the same day, her checking account was debited twice: once for $150.00 and once for $195.00, for the following service contracts: 355AG07180 340AD12255 Given her declining medical condition and the inadvertent agreement, I kindly request the following:1. Immediate cancellation of the aforementioned contracts.2. Removal of my mother's contact information from your call list and mailing list to prevent any future misunderstandings.3. A full refund of the payments received for these contracts.Your prompt attention to this matter is highly appreciated. Please confirm the cancellation and refund at your earliest convenience.Thank you for your understanding and cooperation.

  Business Response

  Date: 02/17/2025

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ***** **********
  
  
                  We have received your correspondence regarding complaint case********, made by Ms. ***** ********** against Protection Direct. In light of the aforementioned correspondence, we have conducted a thorough investigation of the referenced account and have subsequently provided the following findings for your review.
  
                  First and foremost, we would like to offer our most sincere apologies for any inconvenience this situation may have caused ************* or her son/daughter. We hope that you understand that our office does not possess the kind of consumer data that would make us privy to personal information such as a individuals age or possible medical conditions.Accordingly, our office was in no way aware of any extenuating circumstances that would limit Ms. *********** ability to legally and knowingly enter into the referenced agreements.
  
  According to our records the service contract covering Ms. *********** primary residence was cancelled on January 9, 2025. A refund in the amount of $150.00 was subsequently processed and credited back to Ms. *********** account on January 13, 2025. We have subsequently cancelled coverage for Ms. *********** 2013 Kia **** and have processed a refund of the $195.00 down payment back to her account. Additionally, we have added Ms. ********** to our internal Do Not Contact list to restrict any future advertisements or sales on behalf of our organization. We would again apologize for any inconvenience this situation may have caused Ms. *********** In consideration of the forgoing we would respectfully request that you consider this matter closed, as resolved.
  
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:11/19/2024

  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.

  Have made repeated contacts to Home Protection Direct, ********************************************* with request to stop fruitless mailings. Requests made to delete my mailing address after having them call up the customer ID they include in mailings. Customer ********************** responds that they will stop mailing but letters keep coming for home and for auto solicitation. Letters claim to be Final Attempt To Notify but thats obviously a lie too. Make them stop mailing or calling or emailing to me!

  Business Response

  Date: 12/10/2024

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ***** ********
  
  
                  We have received your correspondence regarding complaint case ********, made by Mr. ***** ******** against Protection Direct. Upon receipt of said correspondence our office initiated an investigation into the referenced matter. We have subsequently provided the following findings in response to your inquiry.
  
                  First and Foremost, we would like to offer our most sincere apologies to Mr. ******** for any inconvenience this situation may have caused him as such is never our intention. However, based on our review of this matter, we were only able to locate record of two (2) advertisements marketed to Mr. ******** on behalf of our organization. Additionally, our organization has only ever had one (1) telephone communication with Mr. ******** on November 19, 2024, at which time he requested to be removed from our mailing list. As requested, Mr. ******** was added to our internal Do Not Contact list and we are not showing any correspondence or communication subsequent to said date. Moreover,we feel it is important to note that our organization does not participate in the placement of unsolicited outbound telephone calls for the marketing or sale of our services. Additionally, we do not have record of any electronic communications with Mr. ******************* closing we would like to again offer or apologies for any inconvenience this situation may have caused Mr. ********* As previously indicated we have already added *********** to our Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. Based on the information within his inquiry with your office we would likewise encourage *********** to make similar request with the other companies that he appears to be getting contacted by. In consideration of the foregoing information, we respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct
  

  Customer Answer

  Date: 01/15/2025

  It was premature to require that I respond to your letter within seven days because I needed to assure that I was not mailed additional correspondence regarding home or automobile warranty.  The promise to put my name/address on the "Do Not Contact" list is fruitless if this is a multi-state business structure.

  The proof is in the attached copy of another, identical letter, albeit from what would appear to be a close company in another state!  Yes, I am in receipt of the same letter, nearly word for word and format, used by a company at ******************************************  Home Protection Direct and HomeSafe could be franchising the use of the same service with the same solicitation letter.  Looks like this is a multi-state issue that needs to be escalated beyond state BBB control?

  Attached:  Your response with the two letters mailed to me.

   

  Business Response

  Date: 01/28/2025

  Hello,

  This customer had been removed from our mailing list when the original complaint was filed. There has not been any other letters sent or communication with customer. We can not control if he receives letters from other companys and we have NO affiliation with ******** or Homeserve.  Please consider this complaint closed, thank you.

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  Nevertheless, it is quite odd that the two companies involved use nearly identical formatted letters soliciting customers yet claim they are in no way affiliated.  I just hope I dont receive further communications from either.
  
  Sincerely, thank you,
  
  ***** ********

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sent separate notices by 2 different company names to both of my parents. My father has been deceased for a year and my mother is in a memory care facility. Both notices were for the same address: *********************************************************, which is the address of the senior care facility (not a private home). So they are billing my both parents for a facility they do not own. When I called the customer ********************** ************ they told me that my *************** both activated their accounts yesterday (11/6/2024) =. Not possible since my father has passed & my mom can't use a phone. They told me repeatedly that their company has an A+ rating at BBB. Hopefully this is untrue because the reason this came to my attention is because their bank put a suspicious activity hold on the withdrawals to my parents account. The representatives on the phone were unprofessional and did not listen to the facts.

  Business Response

  Date: 11/11/2024

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ****** ******
  
  
                  We have received your correspondence regarding complaint case ********, made by Ms. ****** ****** against Protection Direct. In light of the aforementioned correspondence, our office has conducted a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.
  
                  First and Foremost, we would like to offer our most sincere apologies for any inconvenience this situation may have caused ********* or her mother. However, we do feel it is important to address a couple of incorrect statements made within Ms. ******* inquiry with your office as well as add some additional clarity to this matter. Most importantly, we feel it is essential to point out that our office does not possess any kind of sensitive personal information such as birth dates, social security numbers, medical history or financial information that would make us privy to the kind of detailed information that Ms. ****** has provided within her inquiry. Additionally, we feel it is important to note that our office does not participate in any kind of outbound dialing for the marketing of our services as all sales are conducted via inbound phone calls generated through online and mail advertising campaigns.
  
  Moreover, despite an extensive review of our customer database, we have only been able to identify one (1) account based on the information referenced within Ms.******* inquiry. Based on our review of this matter, in addition to the information provided within her complaint inquiry, it would seem that Ms.******* mother may potentially have a different service contract through another company.
  
  As requested with her inquiry, we have subsequently cancelled Ms. ******* mothers service contract and issued a full refund of all monies paid towards the referenced account. Likewise, we have added Ms. ******* mothers information to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. We hope that the aforementioned actions will satisfy Ms. ******* request, and we respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unsubscribe from this soliciting please

  Business Response

  Date: 11/04/2024

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** ******* *******
  
  
                  We have received your correspondence regarding complaint case ********, made by Mr. ******* ******* against Protection Direct. Our office has conducted a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.
  
                  First and foremost, we would like to offer our most sincere apologies for any inconvenience the receipt of our advertisement may have caused Mr. ******** It is never our intention to inconvenience any consumer, but rather to offer them an opportunity to obtain coverage that they might not have otherwise known to be available to them.  
  
  As requested with their inquiry, we have subsequently added Mr. ******* to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. In light of the foregoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

• Initial Complaint

  Date:10/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple letters to my elderly grandparents trying to scam them into a vehicle warranty saying their warranty on their car "might" be expired and to send them the info and vin for their vehicle. Does not matter who you call or email these letters never stop. This company is a scam that targets the elderly.

  Customer Answer

  Date: 10/16/2024

  ********************* I don't want these people having my information that's why I didn't share all of it. 

  Customer Answer

  Date: 10/17/2024

  Still no idea why this is closed I gave you the information you asked for. This is the reason these companies get away with this stuff. It's impossible to report to anyone. This isn't a joke. 

  Business Response

  Date: 10/18/2024

  Better Business Bureau
  ********* Office
  ***************
  ************************
  
  
  Re: ******** **** E
  
  
                  We have received your correspondence regarding complaint case ******** made by **** E, on behalf of his grandparents against Protection Direct. Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter, and we have subsequently provided the following findings for your review.
  
                  First and foremost, we would like to offer our most sincere apologies for any inconvenience the receipt of our advertisement may have caused Mr. **** or his grandparents, as such is certainly not our intention. Our advertisements solely seek to offer consumers the opportunity to protect their most vital assets with coverage they might not have otherwise known to be available to them. Based on our review of our marketing database,we were unable to find any communications or correspondence with any individual regarding the referenced advertisements. Accordingly, prior to Mr. ***** inquiry with your office, we had not received any request for the referenced individual to be removed from future marketing campaigns and were thus not aware of any such desires.
  
  In closing we would note that our organization does not possess the kind of sensitive consumer information that would enable us to determine specific demographic of a given consumer such as their age, medical conditions or financial status. Additionally,Per Mr. ***** request, we have subsequently added this consumer to our internal Do Not Contact list to restrict the production of any future marketing advertisements on behalf of our organization. We would again offer our most sincere apologies to Mr. **** and his grandparents for any **************** light of the forgoing, we respectfully request that your office considers this matter to be closed as resolved.  
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 10/18/2024

  My last name is ****.

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/16/2024

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

  Customer Answer

  Date: 10/16/2024

  ****

  Business Response

  Date: 10/17/2024

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

  Customer Answer

  Date: 10/18/2024

  Complaint: 22396675
  
  I have reviewed the business' response and am rejecting it because:
  
  This is absolute nonsense. I would NEVER EVER EVER have taken the time to get a quote. I would never EVER EVER do business with any entity that spams pink cards or the like in the mail with murky background and no clear web address. Each and every one for years and years that I have reviewed is loaded with bad reviews all over the place. BBB, Trust Pilot, you name it.
  
  I would NEVER EVER have said that I need time to review. Never. Ever. I have spent YEARS informing each and every one of these bottom feeding spammers--that crudley and selfishly refuse to dedupe against the standard DO NOT MARKET List readily available to them by the DMA--that they are wantonly fueling the destruction of planet earth and wasting their own time and resoures.
  
  There is a zero percent chance that I would EVER have said anything but remove me from the list because that it what I tell all of these bottom feeding spammers in no uncertain terms each and every time all the time.

  Their claim is beyond ludicrous, I swear to the almighty they are lying to you.
  
  This entity does not keep accurate records--though I did call them in May to CEASE & DESIST, and has lied to the Better Business Bureau as they have been caught in an outright falsehood about their latest spam, which was issued September, which was met with confusion by their staff who acknowledged it, and which was issued by their Illinois address.
  
  KEY TAKEAWAY FOR BBB:  How curious that they knew it was me who called in May, the operator on the phone last week knew I had asked to be removed, and knew the code on the pink card that I gave her but bizarrely claimed it was sent in June--despite the September date printed on it and as if sending a spam in June after a Cease & Desist Demand in May was legitimate. This was her clumsy attempt to deny they had wronged me. Now they make up a story out of whole cloth that I wanted to talk to them and that also maybe I am confusing them with another bottom feeding liar in the brutally-reviewed muck that is their boiler room spam industry despite the fact that the Protection Direct I called in May was the same number on the card last week, same Illinois origin! I keep records in case I need to involve my privacy attorney.
  
  This tells it all my dear friends at Better Business Bureau. Protection Direct has tangled yet another web in their ceaseless practice to deceive. Please warn everyone never to do business with these people. All they had to do was
  
  1. Use the industry standard Direct *********************'s Do Not Market list in the first place and respect our home and privacy and planet earth
  
  2. Take my Cease & Desist demand in May and remove me from their lists once and for all and save their own time, postage and resources if not those of a private citizen who would not do business with them if they were the last weird spamming insurer on earth
  
  3. Tell the truth on the phone last week and ensure it ended
  
  4. Tell the truth here to Better Business Bureau
  
  They fail at each and every step and should be treated as a deceptive, fraudulent actor that is a danger to consumers everywhere.

  God bless you.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 10/21/2024

  How is abject dishonesty--a response that on its face contains a lie, lies really--a "good faith" effort?

  They completely lied to your face, out of three corners of their mouth, and I demonstrated that in detail.
  

  What you do is allow a predatory, bottom-feeding, corrupt company with severe complaints all over the web to lie their way out of fraudulent claims with a "good faith effort" seal from The Better Business Bureau.

  When a consumer proves that what they say cannot be true, why should they even waste my time with you if you are going to retreat in weakness?

  Sad and pathetic.
  

   

  Customer Answer

  Date: 10/21/2024

  This is who you have branded with a good faith effort. I even saw a post from 2011--2011!!!---where a consumer was noting how many complaints Better Business Bureau had "resolved" and yet how troubling the nature of the complaints were.

  How many decades do you want to be the yelp of consumer agencies, sweeping manure under the carpet???????????

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

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

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

  Plenty more where this came from. You could have done something here. Noted the abject, unconscionable lies of this horrid entity, but you crapped out. Always had respect for you. Now I see how truly mistaken that was.
  

   

   

  Customer Answer

  Date: 10/23/2024

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

  Business Response

  Date: 10/23/2024

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

  Customer Answer

  Date: 10/24/2024

  Complaint: 22396675
  
  I have reviewed the business' response and am rejecting it because:

  I was never provided a quote.

  I never expressed interest, said I was covered, and cited the widespread crushing reviews that decry them as crooks.
  

  I only ever said in May never to contact me.

  Five months later, they continue to send mailers--two in two weeks--with outright falsehoods that it is the "2nd Attempt To Contact" and that their "records show I have not responded."

  I am shocked and nauseated that this entity is willing to stoop to such low, crude, foul mendacity to attempt to keep their Better Business Profile from tanking even further.
  

  Is incredible that they reference other companies and insinuate confusion on my part as a result of their mail spam full of lies. My phone has a record of my calls to THIS PARTICULAR bottom feeding, energy polluting, lying warranty company--I am well aware of the others--and I have their particular ugly pink postcards full of falsehoods that all go back to their Illinois address.

  They act like it is somebody else in the same breath they acknowledge I called them--their number on their mailer each time! What putrid lunacy! They take Better Business Bureau as suckers, losers and fools with such blatantly obvious hogwash
  

  They can weave all the lies they want. When the next one comes, we can do it all over again, along with the ************************ where I have filed reports.
  
  Disgusted at your outright lie that I ever wanted anything to do with you. I am already covered and never in a trillion years would I have enteratained your offers. The web has spoken. Protection Direct is a bad, bad actor.
  
  **** *****

  Customer Answer

  Date: 10/28/2024

  This horrific company has since sent me three more mailings, including TWO today. All from same address and same phone number. All after they have promised time after time since May to cease and desist. You are enabling them.

• Initial Complaint

  Date:10/02/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company solicited my 98 yr old father-in-law, who was clearly suffering memory confusion, by telephone into entering a verbal contract for vehicle service protection. There has been no communication via mail to confirm contract, luckily after contacting his bank who gave me enough information to track down this scam company, I called them to let them know no other payments will be automatically deducted, and was looking for a refund, I was put on hold for a quite a while and never did get to speak a supervisor. This is a despicable company!

  Business Response

  Date: 10/08/2024

  Better Business Bureau
  ********* Office
  ***************
  *******************
  
  
  Re: ******** ******* ******
  
  
                  We have received your correspondence regarding complaint case ********* made by Ms. ******* ****** on behalf of her father, Mr. ****** ******* against Protection Direct. Upon receipt of the aforementioned correspondence our office initiated a thorough investigation of the referenced matter. We have subsequently provided our findings for your review.
  
                  First and foremost, we feel that it is essential to note that our organization does not possess any kind of confidential of private consumer information such a persons age, birth date, or medical history. As such, at the time of our communication with Mr. ******* our organization was not aware of any potential conditions that would limit or diminish his ability to make sound financial decisions on his own behalf. Our records indicated that Mr. ****** contacted our office on July 8, 2024, to inquire about coverage for his residence. Upon discussing the coverage options available to him, Mr. ****** subsequently elected to enroll in our home protection program. Per the terms of the sale, Mr. ****** agreed to make an initial down payment followed by monthly installments, in return for three (3) years of coverage for his home.  
  
                  Our records indicated that Ms. ******* ****** contacted our office on October 2, 2024, requesting to speak with a manager regarding her fathers account. In attempting to get the call transferred over to a manager,Ms. ****** subsequently disconnected the call, and we received no further communication regarding the referenced account until our receipt of the complaint correspondence. In light of the information provided within Ms. ******* complaint inquiry, we have subsequently cancelled her fathers contract and initiated full refund of the down payment and monthly installment made on the referenced account. We anticipate that Ms. ****** should see the aforementioned refund reflected on her fathers account. We have additionally flagged Mr. ******* account as a Do Not Contract account in an effort to avoid any future ********* light of the forgoing, we would respectfully request that your office considers this matter to be closed as resolved.
  
  Sincerely,
  
  ***** *******
  Customer ********************** Manager
  Protection Direct

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******