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:10/10/2024

  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.

  Hotel reservations were made for August 9-11, 2024 in ****************. A hurricane came through the area that week and we were advised to not go because trees and power lines were down around the area we were going to. I had paid for cancelation insurance and was told they would not refund the money. I reached out several times and was told the same thing each time. I sent screenshots of websites with the road closures and still was denied.

  

  Business Response

  Date: 10/11/2024

  Hi Jennifer,
  
  Thank you for updating us with your experience regarding our conditional coverage. We are sorry to hear that you are not satisfied with the requirements.
  
  Our Unforeseen Severe Weather coverage is intended to cover our customers if they are unable to attend their event due to emergency weather. As stated in the protection terms, proof of loss is required and can be provided in the form of a weather advisory against traveling, road closures due to weather, or a dated warning regarding travel due to unsafe conditions from the National Weather Service.

  The documents provided due not reflect a date which is why they are not able to be accepted. 
  
  A dedicated agent will be in contact shortly to provide additional assistance.
  
  Thank you,
  
  Refund Protection Support

• Initial Complaint

  Date:10/07/2024

  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 with insurance policy to ****** football game which took place on 9/13. I had an ablation cardiology procedure on 8/26 for Afib.The policy indicates you can use for illness or injury to you or anyone in your ******** the heat was over 95degrees, I went to the event but within 15 minutes after the event started my heart rate was over ********************************************************************************************* to go back to the hotel and get out of the heat.FanShield will not refund my ticket purchase even with a doctors note from my cardiologist.I have provided all the necessary documentation and details but they just tell me I dont qualify for a refund because I used the ticket to enter the event but their policy indicates you are due a refund if you cant attend the entire event.This is fraud!!!

  

  Business Response

  Date: 10/09/2024

  Dear Kendra,
  
  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 arrive at their event due to an unforeseen illness or injury. Since your tickets were scanned indicating you arrived at the event, we are not able to provide refunds due to leaving early. 
  
  A dedicated agent will be in contact shortly to discuss your situation further.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:10/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a stay at the ************ in *********, ********* for a medical conference from September *****, 2024. Hurricane ****** hit my town (******, **) the day before the conference started and I was unable to travel. I had Protecht insurance on my hotel reservation. I received an email from Protecht but when I clicked on the link, it was not functioning. I tried times to contact Protecht by email and online without a response from a representative. When I emailed Protecht I received an automated response. I would like a refund on my $2411.89 hotel bill.

  

  Business Response

  Date: 10/09/2024

  Hello Shannon,
  
  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:10/02/2024

  Type:Order 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 purchased insurance for the ****************************** Columbus Marathon on February 22, 2024. The insurance was RegShield, a FanShield product, through Protecht. One of the covered reasons for Ticket Cancellation Protection is: "You or your spouse are permanently relocated by your or your spouse's current employer to a location that is at least 100 miles from your primary residence."I submitted a Ticket Cancellation Protection request on Tuesday, September 3, 2024. My husband's company had relocated us from *********** to ***** on August 5, 2024.I submitted information on the relocation, including the approval to relocate in 2024 (May 15) and actual relocation date (Aug. 5).The company denied my request because it stated that I am not within the 90 day window. The contract covered reason is: "You or your spouse are permanently relocated by your or your spouse's current employer to a location that is at least 100 miles from your primary residence." This does not note any "approval" or "planning" timeline. The covered event is the relocation, which occurred on August 5.When confronted with this information, the company stated that the insurance is designed to protect against situations or losses that result from sudden and unexpected conditions or occurrences. However, the contract goes further. It states: "The following insurance benefits are designed to protect against situations or losses that result from sudden and unexpected conditions or occurrences. The benefits do not cover reasonably foreseeable conditions or occurrences on the date of purchase of this policy."Relocation was not a reasonably foreseeable condition when I purchased the policy in February. I did not submit for ticket cancellation protection prior to relocation, as the relocation is the covered event. Additionally, the relocation date was not finalized until the end of **************** is not adhering to the language in the contract and is unfairly denying refund.

  

  Business Response

  Date: 10/09/2024

  Dear Melissa,
  
  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:09/30/2024

  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.

  Had to cancel a trip due to medical advice after a fall. Paid over $400 for a hotel room and also purchased the scam protection insurance in case anything happened. Have tried to get a response from Protecht after submitting required documents. My request has gone ignored and no one ever answers the phone. I will be filing suit on this business if I do jot hear back about the request.

  

  Business Response

  Date: 10/01/2024

  Dear ***,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. 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:09/27/2024

  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 made a reservation at **************************** 7/16/24. I paid an extra $37.94 refund protection with Protecht Inc. My stay was for Oct. 4 & 5, 2024. Two nights with tax $446.32 plus $37.94 refund protection, totaling =$484.26. My brother had to have emergency back surgery on Aug. 26, 2024 and I called explaining my emergency situation. The *** said I would see a refund in 10 business days. On Sept. 6, 2024 I see a refund of only $223.16 not my full refund. I call Protecht back and asked why I didn't get my full refund? The *** says, " you don't get a full refund." I said, " my brother had emergency back surgery. " He said, "ok, I will put notes in and send to our refund department. " You should have your full refund in 10 business days." I was frustrated at this point and said ok. On Sept. 16, 2024, I called again to check on my refund. The gal that answers this time gave me the run around again. I was super upset and asked for a supervisor. She said she would have one call me in 24 to 48 hrs. She said my refund should arrive in 10 business days from Sept. 6, 2024. No phone call from supervisor. Today is Sept 27, 2024. No full refund n No phone call from supervisor. I am so beside myself right now. I think this business is a scam not a refund protection business. I would like my remaining refund amount $261.10.

  

  Business Response

  Date: 09/27/2024

  Dear *****,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. A member of our team will reach out directly through a private channel to address your concerns.
  
  Kind Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:09/24/2024

  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.

  Booked hotel room through what I thought was the website for the hotel, only to find out it was through a third party of BookOnline. When our doctor told my wife that she should plan not to travel to the wedding we were invited to, I reached out to cancel my reservation and was told that they couldn't guarantee my refund although I had already purchased the refund protection. They force you to accept their terms while making them difficult to understand. They are requesting we provide a doctor's note (private) to get a refund after they charged MORE than what the hotel charges directly AND while offering refund protection that doesn't explicitly tell you what the refund policy is and that you will most certainly be forced to jump through hoops for a simple refund.

  

  Business Response

  Date: 09/27/2024

  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, 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

  Customer Answer

  Date: 10/01/2024

  The idea that you can sell nonrefundable hotel bookings, to hotels with a cancellation policy, at a rate that is higher than the hotel is charging WITH a refund protection policy and have these types of requirements is incredibly troubling as a customer. I am seeing the doctor with my wife today and will be getting this. But I would never recommend any customer of any kind do business with your unethical and borderline criminal company. I hope future customers will look at reviews and choose to do business elsewhere.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 8th 2024 I reserved a room at the **************************************************The reservation was for Sept. ***** 2024. We were to attend our grandsons wedding on the 21st. I purchased refund protection for $35.26 from Protecht Inc and also paid for the hotel room in advance totaling $414.82. On August 24th 2024 I had to cancel the reservation because we found out that my wife, who was waiting for a call from her doctor to schedule hip surgery, got the call saying her surgery was scheduled for Sept. 16th 2024. This causing a conflict because she will be confined to bed rest for two weeks after the surgery not allowing us to go to the wedding thus also not needing the hotel reservation. I called the hotel directly and canceled my reservation with out a problem. The problem now is trying to get my money ($414.82) refunded thru Protecht Inc. who evidently controls the bookings for the hotel. I've been in contact with Protecht Inc. to initiate the refund and am continually asked to give a reason for canceling and also a doctors note stating either "Valid doctor's note advising against attending the event on it's scheduled date or PCR COVID test". I have provided a note from her surgeon stating that she will not be able to attended but Protecht says it will not accept it. I have the original e-mail with the reservation and refund protection plan. I also have all e-mails between Protecht and myself trying to resolve this problem. I don't understand why would you offer refund protection, and charge for it, if you argue and refuse the refund when someone actually needs to request a refund. Help! Thank you. I am not sure if the address given above for Protecht Inc is the actual address as I could not retrieve an address for them through their e-mails. This address came up when I searched Protecht Inc online.

  

  Business Response

  Date: 09/10/2024

  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, 
  
  Refund Protection Support

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ************* tickets for September 1, 2024, on June 9, 2024, and opted for Fanshield insurance to cover any unexpected circumstances that might prevent us from attending. Unfortunately, on August 31st, one member of our group fell ill and was unable to travel. Another person in our party stayed behind to care for her, given that she is elderly. Although her condition wasnt severe enough for an ER visit, Fanshield requires a doctors note for a refund.However, since this occurred over Labor Day weekend, no doctors' offices were open in her rural area, and we were unable to obtain the necessary documentation. Fanshield has offered no assistance in addressing this issue. I'm concerned that this policy seems unfair, especially given ***** regulations that protect the privacy of health information. Their terms dont explain how to handle situations where doctors offices are closed due to holidays.This situation has been incredibly disappointing. The tickets were a special gift for my family member, who is a huge ************* fan, and now it seems unlikely she will ever get to attend a game. I feel misled by Fanshield, and this experience makes it seem like their insurance is not trustworthy.

  

  Business Response

  Date: 09/05/2024

  Dear Kyssa,
  
  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 doctor’s 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

  Customer Answer

  Date: 09/05/2024

  I understand your policy, and under normal circumstances, she would have visited the doctor. However, the office was closed due to the holiday weekend. She lives in rural East Texas and doesn't have many doctor's office options. It seems crucial for Fanshield to include a clause addressing what customers should do in cases where medical offices are closed during holidays, as there is currently no guidance on this in your terms.

  
  Given the substantial revenue generated by Fanshield and Protecht, holding onto customers' money in situations beyond their control feels deeply unfair. I intend to use all the resources at my disposal to advocate for a policy change that accounts for these circumstances, as I believe it's in everyone's best interest to know that Fanshield and Protecht really is.

  
  Additionally, I didn’t receive the policy terms until after purchasing ticket insurance, and they are difficult to locate on your website. This lack of transparency is concerning and should be addressed as I would have never purchased this insurance in the first place.

  What are you going to do to make it right? $164.38 doesn't hurt you, but it does me and my elderly family member. 

  

  Business Response

  Date: 09/06/2024

  Hello Kyssa,
  
  You and your experience matter to us. At this time, an appeal has been submitted on your behalf to see if we have any options to bypass the refund requirements. We will contact you directly through a private channel to address your concerns as soon as the appeal is reviewed by the protection provider. 
  
  Sincerely, 
  
  Refund Protection Support

  Customer Answer

  Date: 09/12/2024

  I would like to monitor the status of the appeal through the Better Business Bureau. If possible, please respond to this complaint with updates as well. Having everything documented helps consumers make informed decisions in the future.

  Thank you for your assistance.

• Initial Complaint

  Date:08/30/2024

  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.

  Added this insurance for a running event, but tested positive for Covid. They want you to go into the doctors office for a note while you are testing positive because they will not accept home tests. It is ridiculous to put others at risk for a note in order to get a refund for something there is scientific proof of without putting others at risk.

  

  Business Response

  Date: 08/30/2024

  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, 
  
  Protecht/FanShield