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:11/16/2024

  Type:Delivery 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 ordered tickets to an amusement park and this coverage was added in error. I am following the instructions in the email to cancel coverage but I get an error saying it cannot be voided. When you call their customer service number they tell you to follow the link on the website. I am reading accounts if others having the same issue. I'm concerned I've been scammed.

  

  Business Response

  Date: 11/18/2024

  Dear ****,
  
  Thank you for providing this review, we apologize for the technical difficulties. 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:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This **mpany offers insurance protection of tickets that you purchase for **ncerts/shows. Something I purchase for trips/shows, etc. I purchased this **verage for a Christmas **************** show thats **ming up on November 30, 2024. However, I have JUST been dx with an olfactory neurooblastoma, a malignant tumor that requires emergency surgery/craniotomy in 2 weeks. This will be 10 days prior to the show. I will be not only in re**very, but may not even be able to speak after this major surgery. I have already submitted this documentation to ANOTHER insurance ** (Asurion) for another show and it took 10 minutes and had my approval in less than 24 hours with money refunded in that time. There are NO phone numbers except to tell you to email them where you get a reply saying they will get back in 3 days and to go to the website which says itll send you a login link, which it does NOT. I DONT HAVE TIME FOR THIS! I have more scans, preop and forms to get in order and these in**mpetent people dont want to refund money! There is ZERO CONTACT INFO! My time is running out. I told Fox Theater how horrible this experience has been **mpared to Asurion and how last time was the same. They need to dump Protecht. EMAIL ME.

  

  Business Response

  Date: 11/12/2024

  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 immediately.
  
  Sincerely, 
  
  Refund Protection Support
  

• Initial Complaint

  Date:11/07/2024

  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.

  October 3 ****** for race plus 8.50 for insurance My son, who was supposed to race needs to attend a Civil Air Patrol Event. When I bought the insurance, it was advertised as general cancellation insurance. Now they want me to provide active military documentation which is not what Civil Air Patrol is. I have sent more than enough to ****** the requirements but they say they are not receiving them I can not spend more time with these con artists.

  

  Business Response

  Date: 11/12/2024

  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. You can locate your protection terms through the email that was sent right after your marathon purchase was made, Please contact ************************ for further assistance.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 11/12/2024

  I can not waste anymore time dealing with these frauds. 

   

  I have resubmitted several times and they keep twisting things. Not once were these new terms ever made known when I bought "protection". They are only protecting themselves and the race organizers, not the consumer. 

   

   

  

  Business Response

  Date: 11/13/2024

  Hello *******
  
  We are sorry to hear that you are dissatisfied with our conditional terms and conditions.
  
  Our emergency situation protection details what is refundable at the time of check-out and also immediatly after the purchase is made allowing you 14 days to void your protection for a refund of the protection cost if you are not satisfied with the terms and conditions.
  
  A dedicated member of our team will reach out again to provide further assistance. 
  
  Thank you,
  
  Refund Protection Support

• Initial Complaint

  Date:10/29/2024

  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 insurance through FanShield for *********** tickets for a trip on August 10th, 2024. The night before my daughter got the stomach flu and was throwing up, so we decided not to go to ***********. My daughter did not see a doctor at the time of the event. We later found out she has ************** and was most likely the cause for the upset stomach. I submitted a ticket and was told that I need a ticket from my Doctor stating that it was recommended that she did not attend the ticket. When I spoke to the doctor's office they refused giving a letter due to the fact that they could not determine if that was the case about the disease and due to that they did not see her. I was not able to redo the ticket since I already submitted it. I believe this company finds a loophole and just take a customer's money. I know $12.99 is not a lot of money that I paid for the insurance, but I lost $145 total due to buying the tickets not able to resell them. My name was on the tickets and the season ended. I asked to resubmit the ticket even after explaining my doctor was unable to write the letter and it was completely ignored and re-requested a letter from my doctor. This should not be an issue at all for refunding a person's money.

  

  Business Response

  Date: 10/29/2024

  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. As stated in the protection terms, proof of loss is required and can be provided in the form of a doctors recommendation or PCR test as long as the document includes your name, a recommendation against attendance, and a date in alignment with your event - no diagnosis or personal details are required.
  
  A dedicated agent will be in contact shortly to discuss your situation further.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:10/28/2024

  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 booked a hotel room (************* and Suites by *****************************) for check in October 10, 2024. I booked through a 3rd party website **************** which gave me an option to book a nonrefundable room, but I opted to purchase the travel protection through Protecht Inc. Due to Hurricane ******, the airport was shut down and I was unable to fly into ******* from **************. I cancelled the reservation and contacted Protecht, *** on October 10, 2024. I was told my refund request was being reviewed. Timeframe to complete up to 10 business days. I did call them to find out why it would take so long considering the state of ******* was shut down because of the hurricane. Hotel Planner called the hotel with me on the line and requested a full refund due to extenuating circumstances and it was approved on October 22, 2024. I have yet to receive a refund and now the manager of the hotel is saying I must file a claim with my travel protection again.

  

  Business Response

  Date: 10/28/2024

  Hello,
  
  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

  Customer Answer

  Date: 10/31/2024

  They sent a generic response. I've been waiting since October 10, 2024 on a refund. They copied and pasted that response with no time frame for resolution. 

  

  Business Response

  Date: 10/31/2024

  Hello Chakunna, 

  Per our direct email to you, we are requesting the required supporting document for unforeseen severe weather. We will reach out again with options on what can be provided for your request but are unable to proceed with out any documentation per the protections's terms and conditions. 

  A dedicated agent will reach out immediately. 

  Best Regards, 

  Refund Protection on behalf of Hotelplanner 

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. I bought ticket for *****************, ** for 11/2 and bought the protection plan. However it is the same date ************ Parents week. The college sent the different date in their previous email so I didnt know it is the same day. The companys policy for refund reason is ridiculous and even asked the backup document. It is not a day before cancellation. They still have more than a week to sell the ticket. It is definitely against customer right. I need your support.

  

  Business Response

  Date: 10/25/2024

  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.
  
  Kind Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:10/24/2024

  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.

  Made reservations on August 4, 2024 with ******************** ********* for Aug 24, 2024 and check out on Aug *******. The Itinerary# H9014959. They advised me that the reservation was nonrefundable and that I could purchased a Refund Protection Plan. So I did the refund protection plan number is 41524141-0053-0000-03ce-858a4a39b356.The protection plan was for $13.31 and the total that I was charged was $169.86.On Aug 20, 2024 I filed a refund request and sent them all the documents they asked for, which were 2 doctors excuses. I have not heard anything since. and there only numbers give you ************ an recording and are not able to talk to anyone. They only tell you to send email to: [email protected] have called the **************** and all they tell me that is been approved but they don't understand why I haven't received my refund. and I have called them 5 times and still no refund.

  

  Business Response

  Date: 10/25/2024

  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. Your current note has a return to actives on your reservation date which is advising you are able to attend your reservation. 
  
  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:10/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 3 tickets for ********* in *******, ** on October 6, 2024 and we included the insurance in case we were unable to attend, so we would be eligible to receive a refund. On October 11, we could not attend from 6:00 to 10 p.m. We submitted our request for a refund, along with the reason for not attending "Work Travel conflict."They rejected our claim based upon us being self-employed. Please see the below explanation:Dear *******,We are sorry you could not attend the event.Due to the requirements of the agreement, certain information is to be supplied for us to process a request for a refund. A Work Travel reason would be covered under the following:You are required to travel for work-related purposes, which would not allow you to attend the event. To receive benefits, you must provide proof of the conflict that occurred after the Effective Date, in the form of a receipt for travel booked after the Effective Date. Self-employed workers, interns, volunteer workers, or any other unpaid workers do not qualify for coverage under this peril."For this covered reason, supporting documentation would include:- Proof of Work Travel Documentation, such as a flight itinerary, hotel receipt, or rental car receipt indicating the departure and return dates - Supervisor Note - A signed and dated note from your supervisor on company letterhead indicating you are required to travel for work-related purposes during the date(s) of the event We would like to do everything we can to approve the refund request. Unfortunately, without the above mentioned documentation, your refund request will not be covered under the agreement. You may provide the documentation to us by attaching it as a .PDF to a reply to this email message.If you have any additional questions or concerns, please contact our Customer Experience team at ******************************* for further assistance.Sincerely, FanShield Refund Advocate Department

  

  Business Response

  Date: 10/23/2024

  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, having PTO denied, or if you are self-employed per the the terms and conditions within your protection. 
  
  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: 10/24/2024

  It is perfectly clear that this companys criteria for receiving a refund for someone who is self-employed doesnt make a lot of sense. In fact, its discriminating against being self-employed.  

  Sincere Regards

  

  Business Response

  Date: 10/24/2024

  Dear *******,
  
  Thank you for providing additional 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: 11/01/2024

  Im elated to hear the self-employment clause has been waived that borders on discrimination.

  On Friday, October 11th in order for us to arrive in *******, we would had to leave ********** between 2-3 p.m., this while enduring heavy commute traffic.  Due to our schedule, we were not able to leave at that time.  Making it impossible to arrive in ******* at ********* during their hours of operation 6 p.m. thru 10 p.m.

• Initial Complaint

  Date:10/21/2024

  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.

  We booked a hotel through *********** and some scam operator called *********** added $69.00 o the cost of our room. We were not given the option to buy this protection. There is a site to request a cancellation, but it runs on a continuous loop. We feel scammed. This company must be a fraud..

  

  Business Response

  Date: 10/21/2024

  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

• Initial Complaint

  Date:10/12/2024

  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 a hotel through protecht and was told the hotel was a 5 star , got to the hotel and it was sketchy so I asked to see the room before checking in.... got a key and reviewed the room and it was awful....dingy and dirty...a 1 star hotel....I never checked in and signed nothing.... I keep getting hung up on and running into email loopholes... shame on this procesd

  

  Business Response

  Date: 10/15/2024

  Dear Rick,
  
  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 HotelPlanner purchase.
  
  Please note that we have nothing to do with the booking process and only have access to the conditional protection that protects you if you are unable to make it to your reservation for a covered reason. 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 immediately.
  
  Kind Regards,
  
  Refund Protection on behalf of HotelPlanner