Complaints
This profile includes complaints for Protecht Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 151 total complaints in the last 3 years.
- 86 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/16/2024
Type: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 11 th ************************** purchasing hotel protection for $121.65 , i called the merchant on january 16th asking them what this charge was on my credit card, they said it was for protection on my marriot hotel booking ,i said this a mistake i accidentally purchased this service , they said that its ok i have 30 days to cancel , i said ok cancel it , they said i only could cancel thru the a email they sent me , i said i never got the email, they said there sorry but its the only way they could cancel it , i said really i need a email to cancel ? why cant i just call you at customer service ? so obviously there giving me a hard time about getting a refund and i still never got the email to cancel it
Business Response
Date: 01/17/2024
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: 01/18/2024
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:01/10/2024
Type: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 reserved a hotel stay processed by fanshield of the Protecht co. I was suppose to drive from ******* to *******, however, the weather forecast shows 2 bad winter storms for the dates reserved, so I tried to cancel my reservation and requested my refund, but fanshield suggested that wasnt a good enough reason. It was over $300 of which they kept. :/Business Response
Date: 01/11/2024
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/ProtechtInitial Complaint
Date:12/19/2023
Type: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.
Fanshield is the company that provides refunds for the ICE event if a family cannot make it. My son is in the Air Force and cannot make this family event. they denied the refund of over $200. I am sure I am not the only family with this complaint. Maybe you can help.I emailed the company this:We purchased 4 tix to the ICE event at the ******* ***** Resort. My son who is active duty military (U.S Air Force Officer and fighter pilot) can not make the event so I tried to apply for a refund. My request was denied. I surly hope you are not denying a refund to an active duty and former active duty family.? Your denial will not end here. I will submit this to the BBB or local news channel and to social media.You are criminals for taking money and not providing the service you say you provide.***************************** ***************************************************************** ************ Dear ****,We regret to inform you that a refund is not available based on your request.The protection you purchased only provides a refund for the specific reasons listed in the terms. In your situation, a refund is unavailable because: the Loss occurred prior to the Effective Date of your Policy.Coverage begins at 12:01am at your location on the day after Purchase Date, indicated on the Confirmation of Coverage, provided that all applicable premium has been paid. We reserve the right to reject any requests.If you have reason to believe that our understanding of the facts is in error, or you have additional supporting documentation, please contact us immediately, and we may be able to re-examine your refund request if you are still within the allotted 90-day window.Sincerely,FanShield Refund Advocate ************ *******************************Business Response
Date: 12/19/2023
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/ProtechtInitial Complaint
Date:12/13/2023
Type: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 December 6, 2023 I booked a set at a seminar in *****, and a room at the hosting hotel property, to be held on Jan 9 to 11, ****. This was put on my company credit card, and all expenses come through on Concur, which we use to file expense reports.I am 100% certain I did not knowingly select any protection/insurance offered by Protecht, but a charge for $78.79 has appeared in my Concur expenses. I have tried calling and emailing Protecht several times, to get a receipt, and up to now have been unable to reach anyone who can help with this simple request.Now I not only looking for a receipt, but also a refund for the insurance, because I am sure I did not knowingly select their service. One would think getting a receipt is a simple request.Business Response
Date: 12/13/2023
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/FanShieldInitial Complaint
Date:12/04/2023
Type: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 weather insurance for a large trip and read through fine print in detail. Weather caused the trip to be cut short which is clearly covered under the fan shield refund police. I have filed a claim which has been ignored. I reached out to their help email to be ignored, and was never able to be connected via phone. I am beyond frustrated and feel as if I was scammedBusiness Response
Date: 12/04/2023
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:11/07/2023
Type: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 September 18, 2023, I purchased 4 tickets to Scarowinds to attend on October 27, 2023 along with the insurance in case something arose and I wouldn't be able to attend. As luck would have it, I had an accident a few weeks prior to the event and the body shop (***************** in *************, **) was behind on getting to my vehicle. I received a call the prior week telling me that they were ready to fix my vehicle, the date scheduled was Wednesday, October 25, 2023 and said that it would take them 5 days to fix my vehicle, so naturally, I have no transportation. I contacted Fanshield on several occasions and was denied my refund after 4 attempts. I've tried to contact them again, but still haven't received a response.Business Response
Date: 11/07/2023
Dear ******,
Thank you for sharing this with us. Your feedback is greatly appreciated and holds significant value for us. A dedicated member of our team will be in contact with you through a private channel.
Kind Regards,
Protecht/FanShield
Initial Complaint
Date:11/03/2023
Type: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 9/24/2023, I purchased tickets for my wife and I to attend *************************** (near *************) for Halloween celebrations on 10/20/2023. I purchased ticket insurance through this company, which clearly advertised the full purchase price would be refunded under certain circumstances, INCLUDING illness. Unfortunately, I contracted COVID 19 and we were not able to attend. I made a claim to this company online (email) on 10/19/2023 per its claim reporting policy. I received an email response stating they needed a "doctor's ***** documenting the illness. On the same date (10/19/2023) I provided a screenshot of my POSITIVE COVID HOME TEST via email. The company has failed to respond to that documentation, and my attempts to call them are met with a recording which then HANGS UP on you. I do not have a way to upload my email correspondence at this time but can supplement this file. If not resolved through BBB, I plan to file complaints with the *******************************, ** and OH *********** of ********** and the respective state Attorneys General offices for Consumer Protection.Business Response
Date: 11/06/2023
Dear ***,
Thank you for sending this. We are thankful for the feedback and value you. A member of our team will reach out directly through a private channel.
Kind Regards,
Protecht/FanShield
Initial Complaint
Date:11/01/2023
Type: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.
Bought insurance for an event because I am a physician whose schedule can change. I was called into work on the day of the event and submitted my claim, thinking it was a valid reason for reimbursement. I provided documentation on official company letterhead confirming my work schedule. Ultimately, I was denied coverage because my situation did not fit under the explicitly stated coverage criteria, although my situation did not fit under the also explicitly stated exclusion criteria. The company chose to reinforce one aspect of the contract while intentionally ignoring the other aspect to get out of fulfilling the insurance policy. After a review of not only the policy but also the purchasing process, it is apparent this can qualify as false advertising, which is enforceable under the federal ****** Act. The company misrepresented the nature, characteristics, and quality of services.Business Response
Date: 11/02/2023
We deeply value your feedback, and we want to emphasize that your concerns have been meticulously documented. To ensure a prompt and effective resolution, a dedicated member of our team will establish contact with you through a confidential channel. We genuinely appreciate your input.Initial Complaint
Date:10/31/2023
Type: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.
Unable to attend event due to illness insurance did not refund ticket purchaseBusiness Response
Date: 11/02/2023
We place great importance on your valuable feedback, and we want to stress that your concerns have been carefully noted. To expedite a thorough and efficient resolution, a dedicated team member will establish contact with you through a private communication channel.Initial Complaint
Date:10/23/2023
Type: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 paid this company money to insure my tickets in case something came up. My grandfather has dementia and was no longer able to go. I let company know but they said I need a dr **** from my grandfather saying he was unable ti attend. My grandfather's dr isn't allowed to disclose medical records or information. This violates hippa. I tried to explain that to the company. No dr is going to give an excuse to a third party. It's ridiculous.Business Response
Date: 10/24/2023
We greatly value your experience and feedback, as they are essential to us. Rest assured that your concerns have been genuinely heard. To ensure a swift and effective resolution, one of our dedicated team members will be in touch with you privately. On that call, we will discuss all available options to get us the documentation our insurance providers require in order to resolve your claim.
Sincerely,
FanShield
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.