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:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I bought tickets to an event and I purchased fan shield. On the Saturday morning of the event, we both did not feel well and as the event time got closer, I had hives and a rash all over my neck and chest. I told my husband that we probably shouldnt go so that we dont get other people sick and I notified him that I purchased ticket insurance in case of illness. I filed for a refund through them and sent them the receipts and the unused ticket proof and they told me that I needed a doctors note stating that the doctor does not want me to attend the concert. My doctor is closed on Saturdays. We did not attend and this company refuses to refund my money. This is a scam and I feel it is a Company or collects money and makes it impossible to get a refund, so that they can keep making money off unfortunate circumstances.

  

  Business Response

  Date: 04/14/2025

  Hello ***,
  
  We appreciate you sharing your experience as your feedback is important to us and it is important for us to hear about the ways we can improve our products.
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen emergency situation. If illness/injury prevented you from attending, our refund advocate team will only need a recommendation against attending the event on the date of your event, they do not require any diagnosis or personal information.
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact through a private channel shortly.
  
  Warm Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:04/11/2025

  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 filed a refund request at the beginning of April for an event I won't be able to make. I read the contract and my work related interference (laid off after working over a year due to no fault of my own). I even submitted valid evidence to them as well (my unemployment approval letter). I have yet to hear any response from the business after I filed my claim. The phone number on there profiles aren't connecting to the business. I just want my refund since I applied to the terms of the contract and submitted proff

  

  Business Response

  Date: 04/14/2025

  Hello *****,
  
  Thank you for bringing this to our attention, you and your experience matter to us. We would be happy to look into this and assist you with your concerns. For assistance, please reach out to our customer experience team at ************************ as we are not able to locate your protection or refund request details based on the information provided in your review.
  
  Best Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 04/14/2025

  They're now claiming I didn't meet the specific requirements laid out on their terms and conditions ("V. after having been with the same employer for at least 12 continuous months, are terminated or laid off, through no fault of your or a companions own, after the date of your original purchase"). They're now saying this doesn't qualify due to an unwritten time limit on the request and I'm trying to submit a fraudulent claim. I asked them to locate that rule in the Refund terms and conditions and they couldn't (because it isn't there). I'm out of work and have displayed the proof as well as followed the conditions.. Literally cannot afford the event. This is clearly a scam and the multiple complaints from other site users will point this out as they have had similar experiences with them,. I will never be using this service again and advise against others using it. The business needs to issue me a refund or I'll be contacting my attorney.

  

  Business Response

  Date: 04/15/2025

  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,
  
  Refund Protection Support

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the insurance just in case I had travel. I am self employed and need to travel for the state legislature work. I provided my travel information and they denied it because they said it wasn't available for self-employed people. When I purchased the insurance, they did not mention it. I believe this business is a scam. They continue to change the rules so that they don't refund the ticket price that were purchased from clients. This is not right. If I would have known ( I think they make up rules as they go) I would have never purchased the insurance or ticket.

  

  Business Response

  Date: 04/10/2025

  Hello ******,
  
  Thank you for providing feedback regarding your coverage, we apologize if our terms and conditions were unclear. At the time of check-out, you should have received a protection confirmation email detailing your emergency coverage which also would allow you to cancel your coverage for a refund of the premium cost if you were not satisfied with our product. 
  
  A dedicated representative will be in contact shortly to provide additional assistance for what you have mentioned. 
  
  Kind Regards, 
  
  Refund Protection Support

  Customer Answer

  Date: 04/10/2025

  they keep changing their criteria. This is unacceptable and should not be able to do that to people. I bought the coverage just incase I needed it. There is no info one their criteria anywhere 

  

  Business Response

  Date: 04/11/2025

  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 has reached out to you via a private channel.
  
  Thank you, 
  
  Refund Protection Support

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for the Georgia renaissance festival. I attempted to cancel my ticket to get a refund and this awful company has made it impossible. Without providing documents that violate my human rights such as HIPPPA or privacy, you won't provide me with a service I paid for. Every single member who approves of your business model should be ashamed. There is zero way to get in touch with a human same day, and a gazillion other atrocities. I genuinely hope this company fails.

  

  Business Response

  Date: 04/01/2025

  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,
  
  Refund Protection Support

  Customer Answer

  Date: 04/02/2025

  I will not provide any documents for any reason. I have a right to privacy. Quit requesting documents, I paid for a service to be able to request refunds, give me my refund. 

  

  Business Response

  Date: 04/02/2025

  Dear ****,
  
  We are sorry that our conditional coverage did not meet your expectations. We appreciate you providing your feedback as we are continuously looking for ways to improve.
  
  Our full scope of coverage, including that proof of loss is necessary, is presented and agreed to at the time of purchase.
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact shortly.
  
  Best,
  
  Refund Protection Support

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was online purchasing tickets for Six Flags and was offered the protection plan from ******** to protect my purchase. So I went ahead and purchased the protection because the weather here in ********** can change and can cause six flags to shut down making the protection plan worth its money. However, when I completed my purchase, I realized I bought tickets for the ***************** location, instead of the **********. I proceeded to request a refund via the fan shield website, and it was told that accidental purchase is not covered under their policies and cannot issue a refund.

  

  Business Response

  Date: 03/21/2025

  Hello Jonathan ,
  
  We are sorry to hear that you are unhappy with your experience.
  
  Our product is intended to provide coverage for emergency situations that prevent you from arriving to your event due to an unforeseen situation such as illness, injury, mechanical breakdown, and more. When managing requests, our priority is to keep the process as simple as possible but there are conditions listed within the terms that we are bound to comply with.
  
  If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. A dedicated agent will be reaching out to you through a direct channel.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 03/21/2025

  
  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:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased reservations at *********** and suites Fairgrounds *****, ******* and had to cancel the reservation but I had bought protection service for cancellation. I metthat qualification. They agreed to it and submitted the refund but they submitted it to the wrong Venmo account. Mine is ****** Dash white Dash 38 I dont know what the number was. They submitted it to but I do know that it was received, but the receiver refuses to return the ******** is not my mistake. It started out with fan Shield Went from there to the distribution center and from there it went to *****. Ive contacted all three numerous times Ive gotten absolutely nowhere. The was $326.51. Id appreciate anything you can do to rectify this problem. Ive given it my all its been several weeks gotten nowhere and I did payfor the extra insurance, which I said earlier, I did qualify for they did approve that, but it was where they sent the money when it messed up and it was the original sender that messed it up. You have my number. My name is ****** ***** ************ Id appreciate anything you can do. Thank you so much

  

  Business Response

  Date: 03/10/2025

  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,
  
  Refund Protection Support

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against FanShield/Protecht regarding the denial of my purchase protection claim for Broadway show tickets scheduled for March 2, 2025. I purchased this protection in good faith, yet the company is enforcing unreasonable documentation requirements that are not only impractical but also raise concerns about medical privacy.I purchased the tickets to celebrate my grandmothers birthday, but she tested positive for COVID-19 and, per her assisted living facilitys strict policies, was not allowed to leave her room due to ongoing symptoms. When I submitted my claim, FanShield/Protecht required either a doctors note confirming her diagnosis or a PCR test result. This requirement is both unfair and unrealistic for the following reasons:Logistical Barriers My grandmother was in quarantine and could not visit a doctor or testing site.Unnecessary Financial Burden A doctors visit would have resulted in additional medical costs.Privacy Concerns Requiring proof of a private medical diagnosis raises HIPAA concerns.Despite explaining these issues, FanShield/Protecht refused to provide a reasonable alternative for verification. This policy fails to accommodate real-world restrictions placed on individuals in medical quarantine.I request that the BBB investigate this companys handling of claims and require them to adopt fairer verification processes. Additionally, I seek a full refund for the unused tickets.

  

  Business Response

  Date: 03/06/2025

  Dear *******,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. We are showing your request was approved on 3/3/25. If you are having trouble with your payment, please contact us at *********************************************************
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau,
  
  I have reviewed the businesss response regarding complaint ID ******** and can confirm that I have received a refund. However, I still disagree with their policy requiring proof of a COVID diagnosis through only two forms: a positive PCR test from a medical facility or a note from a physician stating that I am sick and should not attend the event. Both of these options require leaving home while testing positive, which creates the risk of spreading the illness and places an undue financial burden on individuals due to medical expenses. These requirements are unreasonable, especially considering that COVID is now a common illness and current medical guidance recommends home testing and avoiding leaving the house while positive.
  
  Regards,
  ******* *****
  
  
  
  
   
  

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased refund protection, submitted all documents, No customer service agent will call me back. Every time I submit the "required further document" they come back with something else. My parents were unable to fly in the day of the concert in which I brought insurance for. I provided proof they were not able to make it as well as proof of insurance purchase. It says I have 30 days and it approaching over 2 weeks of just email tag.

  

  Business Response

  Date: 02/28/2025

  Dear *****,
  
  We appreciate you reaching out regarding your experience with our coverage.
  
  As stated in our terms and conditions, we provide coverage for unforeseen circumstances that would prevent you from arriving to your event or reservation that meet the document requirements.
  
  A dedicated representative will be in contact through a private channel to discuss additional options with you.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought insurance for tickets I purchased on Feb. 2 2025 for a show on Feb. 16 at the *********** in *******. We had a heavy rain and wind storm on Saturday causing flooding in my girlfriends apartment. We were not able to attend the show waiting for maintence. I showed proof from the apartment for the work order and complainy. Fanshield denied me! Scam, scam,scam. They actually asked for a police report?

  

  Business Response

  Date: 02/19/2025

  Hello *****, 
  
  We appreciate you reaching out regarding your experience with our coverage. 
  
  As stated in our terms and conditions, we provide coverage for unforeseen circumstances that would prevent you from arriving to your event or reservation that meet the document requirements. 
  
  A dedicated representative will be in contact through a private channel to discuss additional options with you. 
  
  Best Regards, 
  
  Refund Protection Support

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday afternoon, we signed up for a local race at $60 per person. We added the insurance from fanshild because it is a few months away. Shortly after registration, we realized that we would be out of town. We contacted fanshield and the denied our request. They want a letter from our employer. This is something that cant be provided. This company is guilty of bait and switch and now I see terrible reviews. I am asking for $120 (the cost of the 2 registrations) back.

  

  Business Response

  Date: 02/13/2025

  Hello ******,
  
  We are sorry to hear that you are unhappy with your experience.
  
  Our product is intended to provide coverage for emergency situations that prevent you from arriving to your event due to an unforeseen situation such as illness, injury, mechanical breakdown, and more. When managing requests, our priority is to keep the process as simple as possible but there are conditions listed within the terms that we are bound to comply with.
  
  If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. Please contact ************************ for further assistance and we will be happy to help. 
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 02/13/2025

  I paid for insurance in the event that we could not make the event. We submitted evidence that we could not make the event. What else do you need? I am not asking for a full refund. Only the $120, the cost of the registration. I didnt read your reviews before purchasing this insurance. Please refund this one time as a courtesy. 

  

  Business Response

  Date: 02/18/2025

  Hello ******,
  
  Thank you for taking the time to leave this review regarding your coverage. We're sorry to hear your experience with us did not meet your expectations.
  
  We're always looking for feedback and ways to improve our customer's experience, and appreciate you reaching out. To discuss this matter further, a representative will be in contact shortly. 
  
  Best Regards, 
  
  Refund Protection Support

  Customer Answer

  Date: 03/07/2025

  we submitted our request for a refund WEEKS ago and have been given the run around. This company baits people to purchase their insurance then will not pay when needed. More and more information is requested, terrible reviews all over. I want our $120 back that was requested.