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:04/04/2024

  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.

  On March 5 I made reservation H8074553 for The Oberlin for two rooms Apr. 28 for one night. The hotel says it was an Expedia booking. I never received a confirmation email from hotelplanners.com where I made the booking, but heard from Protecht, which I'd never heard of, saying I had bought a refund protection plan from them. (Why would I? The room was cancellable until April 26.) The email was very hard to grasp but it had details of the reservation, noting it was fully cancelable, but also said I had a $60 protection plan. I called them at the time and received an obfuscated response. Today I tried to cancel the booking and since I had no booking email, called the number the hotel gave me. The person there cancelled the rooms but said she could not cancel the protection plan and gave me a different number to call. She also finally sent me an email with the actual booking in it, which came from bookonline.com, though she said the company is actually Hotel Reservations, which is in *************** **. Protecht claims to have a cancellation process online but when you try to follow it, it asks you to state why you're cancelling before it can be processed. One of the reasons -- I kid you not -- is your own death. Cancelling something you never approved in the first place? Not on the list. I have not yet seen a charge but presumably they were hoping I'd forget since a) I never received a confirmation email b) when I told them I'm a journalist they hung up c) the email about the refund protection plan is incomprehensible so someone less stubborn than me might have just accepted they should pay $60 for a plan they never agreed to for rooms that were fully cancelable anyway. The people who answer the phone at Hotel Reservations have clearly been told to pretend they have nothing to do with Protecht but I think they're part of the same company. I will be watching my credit cards very carefully and assume and hope that what they're doing is illegal.

  

  Business Response

  Date: 04/05/2024

  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

• Initial Complaint

  Date:04/03/2024

  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.

  This company, in conjunction with BookOnline reservations, manipulates, hides, and cheats people out of their money. I had no idea that I was not at the authorized hotel website when making a reservation for ********** **.A two night stay that should have been about $350 with tax, is $480 by their scam. Numerous emails and calls lead nowhere. Online cancellations have some crazy acceptable excuses limitation with documentation. (None of which include ripped off by wormhole).Very frustrating. Senior citizen remorse.

  

  Business Response

  Date: 04/04/2024

  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

  Customer Answer

  Date: 04/04/2024

  
  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:03/22/2024

  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.

  Typed in hampton in ************* ** in ******* 1st website that pops up says ******************************** in address bar ends up being bookonline.com Misleading and disgusting. Booked room for 2 nights. Said ****** a night. Nothing about refund protection program. Or the absurd other fees. Booked and was charged ****** dollars. Class action lawsuit is what this company should have in store! Bookonline refunded ******, but told me to call protecht for refund program money. Apparently 2 different companies recieved money from my credit card. Boooled online through priceline 5 minutes later for ****** dollars! It is pure decept. I want my money back or I will continue this.

  

  Business Response

  Date: 03/25/2024

  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

  

  Business Response

  Date: 03/25/2024

  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

• Initial Complaint

  Date:03/19/2024

  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.

  On March 8th, I booked a reservation at a Courtyard Marriott for a weekend trip to **. I received a confirmation email from a company called "Bookingonline.com". I pasted the confirmation email below. It clearly states that it's NON-REFUNDABLE but included a refund protection policy charge. When I tired to submit a claim, I started getting emails saying that the home protection policy I chose requires documentation. I feel that I was a victim of a fraud as they clearly have no intention of ever refunding anyone's money.Hotel Reservation Confirmation - Itinerary Number: H8089584 Itinerary Number:H8089584 Status:Confirmed Guest Name:*********************** Rooms:1 room for 2 nights Check In:March 29, 2024 (Fri)Check In Time: 3:00 pm - 12:00 am Check Out:March 31, 2024 (Sun)Check Out Time: 12:00 pm Hotel:********************************************** ********************************************************************************** near Exit 8a (74) on *********** (~0.6mi)Cancellation Policy:NONREFUNDABLE The following policy was agreed to at 9:39AM CST on 08-Mar-2024 at the time of booking, from IP address 108.7.187.207.Refund Protection:Refund Protection Plan Number 4f524141-0053-0000-035b-a9181a95dc4b Submit a Refund Request The above plan was chosen at 9:39AM CST on 08-Mar-2024 at the time of booking, from IP address 108.7.187.207.

  

  Business Response

  Date: 03/21/2024

  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

• Initial Complaint

  Date:03/03/2024

  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 tickets for a Broadway show in our town for me and my 8-year-old daughter. At the checkout I was offered to get an "insurance" in case of being unable to attend. Since it is winter in ****** and there has been a lot of various going on and kids being sick a lot, I figured maybe I should just pay $8 for peace of mind.No one got sick in our family, thankfully, however, the night before the event we had winter storm along with a snowstorm. We lost power in most of the town for a long time due to severe damage from fallen tree and other objects. I was not able to manually open the garage where my car was to get out timely. A friend of mine wasn't able to come to my rescue because of multiple accidents on the roads due to the road conditions and lack of operating traffic lights.This, what I now see is, scam company tells me that they are not going to reimburse me because there was a state of emergency issued. If that was the case, the even would have been cancelled, and I wouldn't need their insurance. I purchased an INDIVIDUAL insurance for PERSONAL circumstances, not for a statewide shut down. I am attaching my communication with this business where I provided screenshots (which took me forever to find all the support i provided) of the National winter weather advisory and the local weather notification, which obviously are issued when the government determines that there is risk of damage or life threat.

  

  Business Response

  Date: 03/04/2024

  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

• Initial Complaint

  Date:02/26/2024

  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 booked hotel on line2/24/2024, ****** , ***** ******* airport hotel. I booked on line , ******** price was $238.43 night booked 2 nights, non refundable , I knew I was not canceling. Went to checkout put in credit card info ******** cost and checked out. I received email right after confirming booking and cost was $766.26. Extra cost said tax and recovery. I then sent email to there support asking what extra cost was for. response was ticket has been issued , will get back to you. Next morning I called there support number ************ asking same question. Person on phone said they could not answer but will put in a ticket and they will respond 24 hours. I went on protecht.com site to cancel, it asked why gave 3 options. I chose I did not know I had signed up for protection, only to book room. Email I received from stem said cancelation confirmed refund of ***** will be processed. I would like full $238.43 refund . Should I cancel my room reservation and book at another hotel and contest credit card bill?Thank you *************************

  

  Business Response

  Date: 02/26/2024

  Thank you for contacting us through BBB.

  Your experience matters to us. HotelPlanner and its affiliated companies have engaged Protecht to run its refund protection.  We do not have any other involvement with the booking or any other fees or services provided to you upon your purchase. As your complaint states, your hotel purchase did include a refund protection fee of $68.00 that allowed you to cancel the booking for the reasons described in your refund protection email confirmation. When we learned that you did not intend to purchase that, we voided the protection and initiated a refund for the total amount for the protection right away. Unfortunately, we do not have any visibility or control over any other fees or services provided to you and regretfully cannot assist any further with those. Please contact the online travel agent directly for more information.

  Customer Answer

  Date: 02/27/2024

  response was from hotel booking site. 
  Pro techt is company that does not allow total refunds within a 24 hour, or even a 1 hour opportunity. 
  my bill received is for $766.26 for 2 night hotel room stay. Room rate I was quoted is $****** night. Balance is what was stated at tax recovery. At ****** night. 
  either booking group collects money and hands off to pro techt or pro techt receives my money and hands off to hotel.
  when booking room only amount that showed up was room rate, after supplying credit card and confirming booking for 2 nights at ****** night. I received a email that showed amount charged was $766.26. As soon as I saw that I questioned what it was for both email then in morning with phone call. Both never answered.

  booking company has to be working with pro techt, so they have responsibilities.

  the response from booking company looks like they say they have no control over other group.

  one of the 2 has to be accountable..

  yes when I went on pro techt site and hit refund again a blind opportunity to see what that meant, so refund on $289.89 is $68.00. Balance is kept on there part . Why would someone need ****** insurance on a ****** night room.

  I would like to see response from pro techt!

  deception is all I can say.

  thank you for your help

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

  

  Business Response

  Date: 02/27/2024

  Hello *****,

  Thank you for contacting us through BBB. Your experience matters to us. HotelPlanner and its affiliated companies have engaged Protecht to run its refund protection. We do not have any other involvement with the booking or any other fees or services provided to you upon your purchase. As your complaint states, your hotel purchase did include a refund protection fee of $65.17 that allowed you to cancel the booking for the reasons described in your refund protection email confirmation. When we learned that you did not intend to purchase that, we voided the protection and initiated a refund for the total amount for the protection right away.

  Unfortunately, we do not have any visibility or control over any other fees or services provided to you and regretfully cannot assist any further with those. Please contact the online travel agent directly for more information.

  Thank you,

  FanShield/Protecht 

• Initial Complaint

  Date:02/16/2024

  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.

  Purchased the refund protection plan, business will not refund my money as I am unable to travel. Refund was requested same day as purchase.

  

  Business Response

  Date: 02/20/2024

  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

• Initial Complaint

  Date:02/05/2024

  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.

  On January 26th, I placed a reservation for a hotel stay at the Hilton ************ in ************, ******* for 3 of my business partners. I purchased the additional protection plan on the Hilton website from FanShield, just in case these partners couldnt make this trip at the last minute. On Tuesday, January 30th, I was informed to cancel the reservation as they were not able to go. I went to my email/ receipt and requested the cancelation. I received an immediate response back that this was in process and I would hear back. Later that day I received another email requesting more info. I sent an email requesting what info was needed as I already provided the receipt for the hotel stay. I called the number on the receipt/email and spoke with *******, she told me she took down my notes and someone would call me. On Friday, February 2nd I called the number again, I got ******* again who told me she took down all info and someone would call me back. She also said I could send a note to the helpdesk email. ******* told me I would hear back in 3-5 days. I hung up with her and sent an email. I called the hotel, to ask if my reservation had been cancelled that week prior and they told me it had not, that we were a no show. She told me she could not do anything in the system for my reservation as it was tied to a 3rd party. She told me I would have to contact them. I called Protecht again today and was able to talk to ******** and ********* who told me someone would call me back. They said they were sending this info up to the right person in the correct department. I asked who that was and what department. She kept repeating to the right person in the correct department. I have still not received a call or email back. This has been almost a week Tomorrow and I still have not heard from anyone about my claim. Please help!

  

  Business Response

  Date: 02/06/2024

  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: 02/26/2024

  I apologize for not responding to your follow up regarding complaint ********. I have been waiting for the response back between Hotel planner that I was told to go to from protech **** Protech has told me that they would not refund us for our reservation at the hotel and that we would have to go through Hotel Planner as they were the 3rd party who the hotel was booked through. When I tried to reach out to the hotel, they stated that they could not cancel the reservation as there was a third party involved. Protech says they cant honor the insurance because this was for a business trip. They say had I booked for a personal trip and had to go on a business trip they would take care of this refund. However, because it was booked as a business trip and had to be changed for the business, they would not cover it. I have played back and forth with all the correct emails, copies of policies and responses with both companies and they continue to place blame other places rather than helping the business that paid for the coverage to cover ourselves in case of changes. As I read all the comments passed comments on your site and in reviewing them online, there is a big problem with this company. First, they tell you that you need to show proof that you paid for their coverage. They know there is no way for you to do that, as on your statement it does not give the details for the Fanshield coverage it is in the total of the hotel reservation receipt. When I gave them proof of my coverage (I had a screen shot from the purchase that day), they then told me that all the names of the people I said I spoke to, were not their employees and that I must have called the wrong place. I told them, I would be happy to get on a 3-way call with them to call and talk to the same person I spoke to 3 out of the 5 times I called during the week that I was getting zero responses from them from phone call or email. At this point, I have several emails from Hotel planner and protech telling me to go back and forth through each of them. They do not plan on covering this charge even though I have provided and done everything that I was asked to do from the beginning from their email responses. This is super disappointing that in the US we have businesses that are scamming people repeatedly and continue to get away with it. This coverage was on a HILTON website to buy protection when I was placing the reservation for our hotel stays. It appears they get one person repeatedly because you are on a trusted website trying to do the right thing for your business and get taken advantage of. I am denying that Protech has done everything that they should have to take care of this situation. Please reach out to me for any correspondence needed to investigate this company. I do lots of travel planning in my career and this is the first time I have ever encountered a business like this.

  

  Business Response

  Date: 02/27/2024

  Hello *******,

  Thank you for providing additional information regarding your refund. Our management will be in contact through a private channel to discuss the further steps taken to assist you in the matter shortly. 

  We sincerely appreciate the follow-up and you will hear from us soon. 

  Thank you,

  Protecht/FanShield 

  Customer Answer

  Date: 02/28/2024

  
  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:01/25/2024

  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.

  This insurance is absolutely pointless and the terms of even requesting a refund are excessive. We booked a hotel room for a fun date night (this weekend) and within hours of booking found out that my grandmother was not feeling well and would not be able to watch our kids. I called and spoke with a protecht representative who told us that all would be refunded and that he needed to call the hotel, right then, to cancel the reservation. After that he came back on the phone and said that the hotel agreed to the cancellation but that I would need to fill out a form to request the refund from Protecht. I received the email and followed the steps - I even sent in my grandmothers discharge paper work (this being the excessive requirements of their refund policy) showing that she had been hospitalized for 3 days due to having a stroke just 2 weeks ago. The denied our request because she was not currently in the hospital. This company is an absolute scam!! Not only are we out our almost $300, but our hotel room is also cancelled which means we couldnt even go if other arrangements could be made for childcare! They STOLE our money!

  

  Business Response

  Date: 01/26/2024

  Dear *****,
  
  Your valuable experience and feedback are of utmost significance to **, 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: 01/26/2024

  the company did reach out and once again said that I needed to provide a doctors note with the date range between our reservation being placed and the reservation date its self. This is beyond excessive - I should not have to jump through hooos to get my money back when I PAID FOR REFUND PROTECTION!!!! 

  

  Business Response

  Date: 01/29/2024

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

  Customer Answer

  Date: 02/05/2024

  I will not accept this response from the company until I have received a full refund. A team member has reached out and we are awaiting our refund. When it comes through, I will gladly close this case. Until then, I will ensure it remains open.

• Initial Complaint

  Date:01/23/2024

  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.

  On January 21, **** I made an online reservation for a hotel from September 6 thru September 8 ****. I selected my accommodations and entered my credit card info. Once I received confirmation from the hotel, I received an **************** email saying my card was charged $89.67 without my card being present. It turns out this company offers reservation cancellation protection. I did not authorize this purchase and was not given the option to decline.I repeatedly called customer service who does not pick up the phone. They sent me an email to decline the coverage, but I am afraid my hotel reservation will also be cancelled.I want a refund, don't want their refund protection and I want to be sure my reservation is intact.

  

  Business Response

  Date: 01/24/2024

  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

  Customer Answer

  Date: 01/24/2024

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