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

  3424 Via Oporto Newport Beach, CA 92663-3941

  
• 

  Protecht Inc

  4517 N 12th St Phoenix, AZ 85014-4202

  

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:02/03/2025

  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 am submitting a formal complaint regarding a refund denial I received from ****************** for claim clm_rbkZBxEG. The denial was based on incorrect timestamps in their system, which do not accurately reflect the Eastern Standard Time (EST) zone in which my test was conducted.What Happened On February 1, 2025, I took a Curative SARS-CoV-2 Assay (RT-qPCR test) at a City of ********** testing site. The official timestamps on my results state:Collected: 09:11:05 PM EST Received: 09:25:08 PM EST Released: 09:28:02 PM EST However, their system mistakenly recorded the test in a different time zone, making it appear as though my results were received and released before my actual test was conducted. This led to the denial of my refund under the incorrect assumption that the purchase was made after the results were ************* This Could Have Happened It appears that ************* system defaults to a different time zone or failed to adjust timestamps correctly, leading to an error in processing my test results. As a result, my refund was wrongfully denied based on an inaccurate timeline.Proof Provided I have attached my COVID-19 test results, which clearly show the correct Eastern Standard Time (EST) timestamps. This confirms that the test results were not available before my purchase, and therefore, the refund denial is based on a system error rather than factual evidence.Resolution Requested I respectfully request that ************* re-evaluate my refund request under claim clm_rbkZBxEG, considering the correct time zone data. Additionally, I encourage them to address this system discrepancy to prevent other customers from experiencing similar unfair denials in the future.I appreciate your time in reviewing this matter and look forward to a fair resolution. Please let me know if any further documentation is required.

  

  Business Response

  Date: 02/04/2025

  Dear *******,
  
  Thank you for providing your feedback regarding our conditional coverage. We are sorry to hear that you are not satisfied with the requirements.
  
  Our illness/injury coverage is intended to cover our customers and companions if they are unable to attend their event due to an unforeseen illness or injury. Our system is showing an effective protection purchase date after your test was taken which is why is was considered not unforeseen.
  
  A dedicated agent will be in contact shortly to discuss your situation further to see if we have additional options.
  
  Best Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 02/04/2025

  unsure what Im supposed to do, the complaint was just sent to the business

  

  Business Response

  Date: 02/05/2025

  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 member will be in touch with you via a private channel.
  
  Thank you, 
  
  Refund Protection Support

  Customer Answer

  Date: 02/06/2025

  I have not heard back yet, please refund me

• Initial Complaint

  Date:01/30/2025

  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.

  Purchased ticket insurance and cannot make the event due to illness - sent info but not accepted want more from my ***

  

  Business Response

  Date: 01/30/2025

  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 immediately.
  
  Sincerely, 
  
  Refund Protection Support

• Initial Complaint

  Date:01/28/2025

  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.

  On Friday 01/24/2025 afternoon I purchased 3 tickets to see a Monster Jam event on the ************** for Sunday 01/26/2025 plus the insurance if any cancellation was made, that same day things came up and I had to file a refund claim due to some water leaking and sink leaking at my house. I provided proof receipts of materials that was bought to do the repair with date and time and pictures of the job being repair, plus letters stating the reason of cancellation. Provided pictures of the 3 tickets and the receipt of the tickets. Now Im being asked to provide more information (receipts) of the company that did the job repair, and I informed them that it was not going to be possible because the person that did the job was my husband since he has skilled knowledge of roofing; he is a handyman. Now FanShield wants me to recheck the refund options they have to make another claim, basically to lie. I provided enough proof and enough information for a refund to be made.

  

  Business Response

  Date: 01/29/2025

  Dear Famercis,
  
  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. The parts receipt provided was dated 1/24/2025 - date of event purchase - with an event date of 1/26/2025. 
  
  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

  Customer Answer

  Date: 01/30/2025

  Yes, the receipt of the materials bought are from 01/24/2025, and it was bought after I purchased the 3 tickets for the event, which mean that the emergency of the house came after the purchase of the tickets. My husband who was the one in charge of the repair since he has roofing experience as previously stated, inspected the roofing and the kitchen sink leaking, after that we decided that we wouldnt be able to assist the event, since it was something that couldnt wait and needed immediate assistance. Now 01/25/2025 some repairs were done, but it was not completely finished, now by 01/26/2025 which was the day of the event, as stated on a letter that I sent via email to you (FanShield) my husband was able to finished by 8:30 pm and this is because it was him and some other folks that have knowledge of roofing that lend him a hand. We dont have a company like I said and I cant provide you a receipt of a company that shows that did the repair because my husband did it. I provided everything you are asking for in order for the refund to be made; I was told to choose another claim option by you (FanShield) to get my refund, but I will be providing false information, and my refund claim does not fall in any other options that you (FanShield) have.

  

  Business Response

  Date: 01/31/2025

  Hi Famercis,
  
  We appreciate you reaching back out regarding your experience with our coverage - a dedicated agent has attempted to contact you regarding your refund request.
  
  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 that occur on the day of your event

  The following documentation is required:

  Urgent Home Repair Documentation - Documentation of the Home Repair, including the date and time it is scheduled to occur and a statement of why You are required to be present during the repair. 
  
  We will reach back out to discuss additional options with you.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:01/20/2025

  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 booked a hotel for work purposes. The dates changed, so I had to rebook. The site would not let you change the dates, so I asked for a refund. I provided all the proof, they have denied it. From the time that I booked it to the time I requested a refund it was 1 minute. The website looks like the hotel, the emails looks like its the hotel, but its a 3rd party. I provided them all the proof they asked for and denied it because change of dates on the event was not a reason. Changing dates is also not a reason they can refund. Its deceptive practices! I don't think that the site allows you to say no you don't want insurance, because I didn't click on it. I just want the money back.

  

  Business Response

  Date: 01/21/2025

  Dear Chastity,
  
  Thank you for leaving your review regarding your situation, we apologize for not having coverage available for what you had mentioned.
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen situation such as needing to travel to attend an unforeseen business trip. We unfortunately do not provide coverage for changes in work schedules or if a reservation is no longer needed for a non-covered reason.

  Please note that we do not book hotels on our end and only have access to the conditional protection portion when ************ adds it to reservations they make. Our management team will reach out to you immediately to discuss this further. 

  Warm Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 01/21/2025

  If the hotel room was not booked, why wouldn't the entire amount be refunded? It was 1 minute. Your keeping money not due to you.

  My work schedule didnt change the EVENT changed. It was a job fair that dates changed. 

  Any company would allow for a date change.

  

  Business Response

  Date: 01/24/2025

  Hello Chastity,
  
  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, 
  
  Refund Protection Support

• Initial Complaint

  Date:01/16/2025

  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.

  Bought the additional refund insurance for $** dollars. I tried to get a refund for my stay and sent them the required doctors note that I had surgery. They still refuse to refund my money for the hotel. I also had 14 days to refund the original buyers insurance for the $** dollars but the website does not allow you to select the purchase invoice. This is clearly a scam and total violation of my medical HIPPA Rights with regards to uploading my medical documents.

  

  Business Response

  Date: 01/16/2025

  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. The doctor's note provided is dated a few days before your purchase date which is not considered unforeseen.
  

  A member from our experience team will be in contact through a private channel shortly to provide you with a contact who can help.
  
  Warm Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 01/16/2025

  I have sent proof of two surgeries that require strict bed rest and would not be able to travel.  You chose to ignore both documents from my surgeons and requested additional HIPPA privacy medical notes from my doctor.  This is very unprofessional and unethical business practices. 

  

  Business Response

  Date: 01/21/2025

  Hello *******, 

  We received an update that your reservation has been refunded at this time. 

  We will reach out directly to provide additional information regarding the request that was refunded by ************. 

  Best Regards, 

  Enhanced Refund Protection Support 

  Customer Answer

  Date: 01/30/2025

  
  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:12/21/2024

  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.

  Booked hotel room and had no knowledge i was buying their refund protection.

  

  Business Response

  Date: 12/23/2024

  Dear *****,
  
  Thank you for notifying us of this. You are valuable to us and your feedback is appreciated. We understand that you are not pleased with your experience receiving protection through your HotelPlanner purchase.
  
  We are happy to void the protection and refund your associated fee. A member of our team will contact you directly to discuss the matter, but we will proceed to void the purchase immediately.
  
  Kind Regards,
  
  Refund Protection on behalf of HotelPlanner

  Customer Answer

  Date: 12/23/2024

  
  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:12/11/2024

  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.

  Because of car problems (fear the brakes needed repair) we had to cancel our reservation at a hotel. We contacted the hotel and canceled within 24 hours. FanShield/ Protecht (whatever their name is) refuses to issue a refund. I did end up taking my car to the shop and I returned the invoice to FanShield/ Portecht and the response was that they couldn't verify the date of repair. I paid extra money for the refund protection.

  

  Business Response

  Date: 12/11/2024

  Hi *****,
  
  We are sorry to hear that your experience with us did not meet your expectations.
  
  When protection is purchased during the online checkout process, a link to your terms and conditions is provided for review and we have a look period to have your premium cost refunded if you are not satisfied with the requirements and coverage.
  
  Our mechanical Breakdown coverage is intended to protect you if your transportation fails on the way to your event or within 48 hours before.
  
  Warm regards,
  
  Enhanced Refund Protection Team on behalf of Hotelplanner 
  

  Customer Answer

  Date: 12/11/2024

  I do not accept this. We were having vehicle problems and the concern was such that we couldn't attempt a four-plus drive. I paid extra for trip cancelation guarantee. I did finally take the car to get the brakes examined. The hotel canceled the reservation and I canceled well within 24 hours. I want a refund in total. 

  

  Business Response

  Date: 12/12/2024

  Hello *****, 

  Thank you for providing additional information. A dedicated agent will be in contact shortly to discuss this further. 

  Best Regards, 

  Refund Protection Support on behalf of Hotelplanner 

  Customer Answer

  Date: 12/16/2024

  I completely reject this company's stance and lack of action. I'd like a complete refund. 

• Initial Complaint

  Date:12/03/2024

  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 registered for a Half Marathon in *********. I purchased the cancelation policy from ********* as provided by the event organizers, Try Events. Upon requesting my cancelation, ********* requested a bundle of proof that would support the claim of my cancelation request. First and foremost that is absurd. My cancelation is based on my travel needs for work. Reluctantly and in a show of good faith, I provided ********* with my work profile, with my ID, and proof of purchase. ********* rebutted with a request that my supervisor confirm of my travels. This request is a privacy violation, and I don't have to provide supporting documents for my travel needs as my job entails. ********* is unethically requesting unreasonable documents and is practicing in stiff-arming. This could also be easily construed as a scam and deceiving business practice. I am requesting my refund of $***** CA.

  

  Business Response

  Date: 12/03/2024

  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,
  
  Refund Protection Support
  

  Customer Answer

  Date: 12/07/2024

  Good day, 

  I spoke with a representative about 8 days ago stating my case would go for an internal PO review. I stated my points verbally with representative over the phone. I was told I would hear back by Thursday Dec 5th due to Thanksgiving Holidays. I have however not heard back from aside from a few satisfaction rating emails. 

  I am still awaiting for this to be resolved. 

  Thank you 

  ***

  

  Business Response

  Date: 12/09/2024

  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 immediately.
  
  Thank you, 
  
  Refund Protection Support

  Customer Answer

  Date: 12/12/2024

  Please see response I received over email today 

  "Hello ******,
   We are reaching out on behalf of our Refund Protection customer support management in regards to your open refund request that you have with us. While your request is not a covered reason under your protection, we do want to offer a refund for your protection plan payment. Please note if you confirm you will receive a refund of $**** CAD. Please understand that the protection you purchased does not currently cover the request, and, we both are bound by the specific terms of that policy. We look forward for to your reply.
  Best Regards,
  Customer Experience Management"

  I am not looking for the refund of the cost of the insurance. I want my insurance policy to be fulfilled. The statement that my protection purchase does not cover the request is false. It's the unreasonable request of an employers letter as proof to my claims that is being disputed. I do not have to provide proof from my employer especially when I find I provided reasonable documents highlighting my work profile and title. I continue to find your reasons to denying me to be unreasonable. 

  Thank you 

  ***

• Initial Complaint

  Date:11/26/2024

  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 purchased tickets to an event in my hometown, which I could not make as work travel interrupted my regular schedule. When I purchased the tickets, I also purchased the insurance protection so that I may get a refund if anything was to conflict. I have now attempted several times to receive a refund through this company and have even provided travel documentation that they requested to prove that I was unable to make it They are continuing to refuse to provide me a refund without a lot of additional and very personal documentation that would violate my protected information.

  

  Business Response

  Date: 12/02/2024

  Dear ****,
  
  Thank you for leaving your review regarding your situation, we apologize for not having coverage available for what you had mentioned.
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen situation such as needing to travel to attend an unforeseen business trip. We unfortunately do not provide coverage for being scheduled to work, self-employment, or having PTO denied.
  
  If your situation meets the coverage requirements for our Work Travel Conflict protection detailed in your terms and conditions, please contact us at ************************ and we will be happy to expedite your information to your refund request and have it reopened on your behalf.
  
  Warm Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 12/02/2024

  Your message is inconsistent with the customer service messaging I have received.  You are now saying there is NO coverage for work travel, however, your company asked for my flight tracking information (violation of several pieces of private information) to prove I was traveling during the time of the event.  You also requested a SIGNED letter from my employer on letterhead, which violates my privacy and put consumers in a difficult position with their employers.  There are countless reviews online showing that your company consistently refuses refunds to consumers who have purchased protection for their tickets that you clearly do not intend to approve.  

  

  Business Response

  Date: 12/03/2024

  Dear ****,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. Your request was originally rejected because self-employment is an exclusion in the terms and conditions, however, we are attempting to contact you to discuss alternate options. 

  A dedicated member of our team will be in touch with you through a private channel immediately. 

  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:11/19/2024

  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.

  Not at all able to communicate with Protecht/ Fanshield over the telephone. Not able to speak with a human.

  

  Business Response

  Date: 11/21/2024

  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,
  
  Refund Protection Support