Complaints

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

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  Protecht Inc

  7878 N 16th St Ste 165 Phoenix, AZ 85020-4490

  
• 

  Protecht Inc

  4517 N 12th St Phoenix, AZ 85014-4202

  
• 

  Protecht Inc

  3424 Via Oporto Newport Beach, CA 92663-3941

  

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:05/08/2024

  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.

  Date of transaction: 4/17/24 Amount $51.18 This was for protection for a trip to ****** to go to ********* on May 4, 2024.I was not able to take my trip to ****** due to severe weather and flooding in my neighborhood.I have been told the information I have provided to the company to get reimbursed for the money I spent for my trip was not sufficient enough for them. I feel they are just giving me the run around. And are just not wanting to reimburse me for the money I spent for my trip.

  

  Business Response

  Date: 05/09/2024

  Hello *****,
  
  Your feedback is highly regarded, and it's essential to underline that your concerns have been attentively registered. To facilitate a timely and efficient resolution, a dedicated team member will be in touch with you via a private channel.
  
  Thank you, 
  
  FanShield/Protecht

  Customer Answer

  Date: 05/09/2024

  I received an email from Fanshield saying the documation that I sent them was dated 2013. That is not correct. I do not know where there refund team got that date. I told them there is no documentation that says that the roads in my neighborhood were closed. Again, I told them that my husband and I were not able to take our trip to ****** becuase we were flooded in, in our neighborhood. We were not able to get out of our neighborhood until Sunday May 5, 2024.

  

  Business Response

  Date: 05/16/2024

  Hello *****, 

  Thank you for reaching back out with your additional concerns. Your request has been reviewed by management and we will be reaching out within the hour. 

  Best Regards, 

  Protecht/FanShield 

  Customer Answer

  Date: 05/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************************
  
   
  

• Initial Complaint

  Date:05/05/2024

  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 purchased thier insurance on tickets for an event at **************** that was happening on May 3, 2024. (I bought the tickets April 7, 2024). I'm a cardiac patient and disabled veteran. When I fell ill as a complication of my disabilities as an unforseen circumstance, I was denied refund because I would not provide a doctor's note. I belive this to be a serious HIPPA violtion and abuse of a protected group. Please advise.

  

  Business Response

  Date: 05/06/2024

  Dear ******,
  
  Thank you for providing your feedback. Your experience with us holds significant value and we want to ensure your concerns are addressed immediately. One of our dedicated agents will be in contact through a private channel to discuss this further.
  
  We sincerely appreciate your input.
  
  Thank you,
  
  FanShield/Protecht

  Customer Answer

  Date: 05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If it is nor resolved to my satisfaction I will be following up on this matter.
  
  Regards,
  
  ***************************
  
   
  

  Customer Answer

  Date: 05/23/2024

  Reference complaint #********. The bsiness was supposed to contact me with a resolution. They declined to refund my money even though I didn't get to go to the event and was charged for ticket price ($61.56) and insurance (-$7.98) payments posted to my account on 4/8/2024.
  

  
  

  

  Business Response

  Date: 05/23/2024

  Hello ******, 

  We appreciate you reaching back out. One of our dedicated agents has reached out again to offer assistance. We look forward to speaking with you. 

  Best Regards, 

  FanShield/Protecht 

  Customer Answer

  Date: 05/31/2024

  I did not recieve a refund for my tickets. This company is a scam. Airlines and hotels are glad to refun with insurance. Apparently this insurance company has had other complaints on the internet.

• Initial Complaint

  Date:05/02/2024

  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.

  4/11/24 created a hotel reservation through protecht Inc. Itinerary #H8273937 . The reservation was canceled that day related to car trouble. Hotel was contacted and cancellation #******** was given. Submitted my refund request and supporting document 4/12/24. The only way to contact a service representative is through email. A voice option is not possible. The emails send you a link that send you in circles and claim a representative. Will contact you in three days. After three weeks I still have had no contact from this company, and no resolution to my refund request .

  

  Business Response

  Date: 05/03/2024

  Dear ******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

• Initial Complaint

  Date:04/25/2024

  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.

  Protecht Refund Protection Plan is a Scam! April12,2024 made reservations at *********** in ** for two nights. Believing we were on the actual Hotel website we made and confirmed reservations which came with Free cancellation up to the date of arrival. After receiving email confirmation we realized there was a problem. Special fees of $175.74 and a Refund Protection Plan for $39.84 that was not noticed when making reservations. We cancelled this reservation within two hours of original reservation. Statement showed credit of all but the Refund Protection Plan. Went to Protecht website and went through the ridiculously long process of requesting our money back. They require uploading of your original reservations (which they obviously have) and then make you choose a reason for cancellation, non of which are simply Cancellation. They offer Death, Pregnancy and other odd reasons. After multiple emails, Refund Advocate RaaS states that they still need documentation for cancellation. On top of ridiculous Fees this Protection Plan should not be allowed without complete transparency. Similar to the old ***** Maintenace Agreements. Everyone should get their money back!

  

  Business Response

  Date: 04/26/2024

  Dear *******,
  
  Thank you for providing this information. We appreciate the feedback and value you as a customer. A member of our team will reach out directly through a private channel to address your concerns.
  
  Kind Regards,

  Protecht/FanShield

• Initial Complaint

  Date:04/24/2024

  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.

  I bought tickets to a show. I bought the extra insurance because I never been to ***. I got injured a week before the show. I asked for a refund because I paid for the protection plan. They refuse to refund my money because I don't have a doctors note. I am 47 years old. I don't need a doctors note to proove I'm injured. That's 1 of the reasons I paid for the protection plan. They refuse to refund my tickets. Thank you.

  

  Business Response

  Date: 04/25/2024

  Hello *******,

  Thank you for providing your feedback regarding your experience with us. We've addressed this matter and will communicate with you directly via a private channel.

  Best Regards, 

  Protecht/FanShield 

• Initial Complaint

  Date:04/23/2024

  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.

  Purchase Tickets for Foodieland event in ******, Tx on Saturday April 20 2024.In the purchase, I added a FanShield protection package. Just in case anything happens as ex (Sick, Death in the family, Extreme weather or etc...)In the ***, we experienced a major thunderstorm/flooding all over the DFW metroplex.Several roads and highways were flooded or closed.I myself located in the grapevine/flower mound tx area and had to drive to downtown ****** during that time. It was a heavy thunderstorm that was being warned on the local news and even the weather channel. I was not able to reach the event location because some of the roads around the area were flooded or were blocked due to car accidents. near the ********* area. I request for a refund from this company and they refuse to process a refund and want more information on why I' m requesting a refund. I explain due to extreme weather conditions. This is public information and I just want my refund for an event that I couldn't subject myself and my family due to harsh weather conditions. Thank you.

  

  Business Response

  Date: 04/23/2024

  Dear *****,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. A member of our team will reach out directly through a private channel to address your concerns.
  
  Kind Regards,

  Protecht/FanShield

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their product - Fanshield - was advertised after purchasing concert tickets. The service was advertised as an inusrance policy should something happen and I can no longer make it to the event. The product, however, was far more specific than anyone could even imagine. It only covered extremely specific situations and demanded documentation. My event was postponed and I will be moving before the new date because of my wife's job. They wont cover it unless my wife's boss - the Chair of Pediatric Medicine - write a letter in the hospital's letterhead that she is no longer able to attend the Disturbed concert due to getting a job over 100 miles away. I cannot - in good faith - take away a doctors time like that. Especially when I already provided the company proof of employment. I just feel cheated, scammed, and abused. Especially with how their customer service is set up. The whole experience was just awful. And I am not alone - tons of reviews have been posted about this company.

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

  

  Business Response

  Date: 04/15/2024

  Dear *******,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

  Customer Answer

  Date: 04/15/2024

   I am still pending a resolution with this business. I will accept the response once I feel the appropriate steps have been taken.

  

  Business Response

  Date: 04/24/2024

  Hello,

  We've addressed this matter and will communicate with you directly via a private channel.

  Thank you,

  Protecht/FanShield 

  Customer Answer

  Date: 04/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The business has performed the resolution and this matter is now resolved. I appreciate the BBB for assisting me with this issue. I also appreciate Fanshield/Protecht for their willingness to work on this matter and to come to an effective and fair resolution.

  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/09/2024

  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.

  We would like to report Fanshield. and we really need your help.We purchased 4 baseball tickets with refund protection plan on the *** site separately. 2 of them were purchased on 3/1/24. Other 2 were purchased on 3/29/24. Unfortunately, 2 of my family member can't come to *********** at that time from *****. I have requested a refund for 2 tickets, bought on 3/1/24. However the protection plan doesn't work. They refused our refund requested by email. We contacted Fanshield costumer support by phone and sent email to help support over 5 times and tell them that we want to speak to their supervisor. But they ignored our requested. They sent us an email about protection cancel information. We tried to cancel our protection plan by online. But they expired our tickets' protection plan and we can't cancel by online. We contacted to Fanshield costmer service again. They were saying all the time same, DO NOT WORRY WE WILL TAKE CARE! But nobody care and nobody contact us. Just sent email like a spam message all the time. We trust *** site, because its the official site. However, This is like a scam! We would like to get back our money for refund protection plan. we appreciate your cooperation.

  

  Business Response

  Date: 04/10/2024

  Hello ******,
  
  Thank you for bringing this to our attention. You and your experience matter to us. We will contact you directly through a private channel to address your concerns
  
  Best Regards, 
  
  Protecht/FanShield

  Customer Answer

  Date: 04/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:04/09/2024

  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.

  We had to move my son and daughter in law (who live three hours from us) within two days of closing on their house, which fell during the timeframe of the tickets I bought this insurance for. I was denied even though the realtor supplied a letter stating the situation.

  

  Business Response

  Date: 04/10/2024

  Dear *****,
  
  Thank you for providing your feedback. Your experience with us holds significant value and we want to ensure your concerns are addressed immediately. One of our dedicated agents will be in contact through a private channel to discuss this further.
  
  We sincerely appreciate your input.
  
  Thank you,
  
  FanShield/Protecht

  Customer Answer

  Date: 04/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:04/08/2024

  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 purchased for a refund protection on March 8, 2024. I was injured on 3/15/24. I requested a refund and was told that it was denied because it looks like your refund request was denied due to: The reason preventing you from attending occurred prior to the protection plan being purchased.

  

  Business Response

  Date: 04/09/2024

  Hello *****, 

  Thank you for providing your review and feedback. One of our dedicated agents will be in contact through a private channel to best assist with your request. 

  Thank you,

  Protecht/FanShield