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:08/27/2024

  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.

  When purchasing tickets for Michigan Adventure theme water park, I purchased in advance so we could have certain limited items on the day we wanted to visit. Before completing the order a protection from Fanshield option popped up. One of the protection of your purchase read "Bad weather during your visit", with this being an outdoors water park I purchased it The day we were planning to go there were thunderstorms so we instead sent in a claim to Fanshield and purchased tickets for another day.The response I received from Fanshield was that the bad weather needed to cause "road closures" to be eligible. After numerous emails showing them what they're advisement says and what it doesn't say they still refuse to reimburse me for the cost of the tickets. Very disappointed and upset with what they advertise and that in my Fanshield isn't honest and doesn't stand behind what they advertise.

  

  Business Response

  Date: 08/27/2024

  Hello ********,
  
  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.
  
  A dedicated agent will be in contact shortly to provide additional assistance.
  
  Thank you,
  
  FanShield/Protecht

• Initial Complaint

  Date:08/27/2024

  Type:Customer Service 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 a ticket for an event and purchased the protection plan by Protecht. Protecht refuses to give me a refund after my roommate lost his job. The employer abused his employees: shot one in the **** with a nailgun, worked them without breaks until two of them were hospitalized for dehydration, and cussed them out daily. The employer will not provide the documentation Protecht is requiring and Protecht is still refusing to refund me.

  

  Business Response

  Date: 08/27/2024

  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,
  
  FanShield/Protecht

  Customer Answer

  Date: 08/29/2024

  I believe an exception should be made given the circumstances. Nobody expected to be shot by their boss with a nailgun or be fired for spending a week in the hospital. The employer did these things as well as threatened my roommate when he tried to pick up his tools. With that being said, it should be understandable why I cannot get the necessary documentation. Im not risking my life for $103.08 to get a letter from a deranged employer. 

  

  Business Response

  Date: 08/29/2024

  Hello ********,
  
  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 and meet the document requirements we will be happy to have your request reopened. Please contact ************************ for further assistance.
  
  Kind Regards,
  
  FanShield/Protecht

• Initial Complaint

  Date:08/26/2024

  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.

  On August I reserved a hotel room for August 9th through the 12th on Tuesday we had a tornado here and some storms in fact the governor made a state of emergency for 9 counties one including *************** which is where ************** is which is where I live at I didn't have any power I didn't have any internet for almost a week I tried when I tried to get my money back from ProTecht they would not give me my money back even though I paid for cancellation insurance even though I was told that I would get my $215 back last week we went back and forth and they still wouldn't give me my money because they said that if I couldn't get there by a car that the insurance was null and void well my whole it was so bad my whole street was dark for a whole week because we didn't have no lights it was about ******* people without no lights for almost a week I am a I have breast cancer I take a medicine called called Verzenio and a another medication called Letrozole and I was trying to get to my 40th class reunion but it didn't happen because of the weather and now they won't give me my money back I'm just I just want my money back I am tired of arguing and going back and forth this is ridiculous you know how hard that money was to come

  

  Business Response

  Date: 08/27/2024

  Hi ******,
  
  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,
  
  FanShield/Protecht

• Initial Complaint

  Date:08/23/2024

  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.

  a fee was added for cancellation coverage when i booked my hotel room without my knowledge. i got an email saying i could get a refund for their charge if i followed the link - the link didn't work. the email address didnt get me a response. the phone number didnt get me anywhere either. the automated system kept asking me for a reservation number beginning with "h" and i have nothing like that in any communication from them. and i can't get to a human on the phone without it.

  

  Business Response

  Date: 08/27/2024

  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.
  
  Kind Regards,
  
  Protecht on behalf of HotelPlanner

• Initial Complaint

  Date:08/20/2024

  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.

  Tested positive for Covid on 8-7-2024. Canceled hotel reservations and Protechtt *** did not return money paid in the amount of $744.95. Refund was scheduled to be received within 7-10 business days. I can not get in contact with anyone for updates.

  

  Business Response

  Date: 08/21/2024

  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 and provide additional options. 
  
  Best Regards,
  
  FanShield/Protecht

  Customer Answer

  Date: 08/21/2024

  
  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:08/13/2024

  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.

  Date of tranaction: 8/2/24 Ammout paid: $56.98 ticket and $5.01 protection Commited to Provide: 100% refund of your purchase of $56.98 if youre unable to attend due to any one of the covered reasons below; or receive a one-time cash benefit should your experience be cut short due to bad weather. Coverage is subject to terms below.Nature of Dispute: I went to ************** on August 9th around noon, and when I got to the park, I was informed that the park would be closing at 3:00 p.m. Since my experience was cut short due to bad weather, I was trying to request a refund, and the company has been making it hard to honor my refund. Taking my complaint here was my last resort.

  

  Business Response

  Date: 08/14/2024

  Hello ******,
  
  Thank you for bringing this to our attention. You and your experience matter to us. At this time, we are showing your refund request was submitted yesterday and is in the initiated status. Our refund request adjudicators typically respond within 3 business days with a status update. We will contact you directly through a private channel to address your concerns immediately.
  
  Sincerely, 
  
  Protecht/FanShield

• Initial Complaint

  Date:08/12/2024

  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 at the ****** Best Western in ********** to visit my children and when I tried to make a reservation was rerouted to Protecht.com which offered protection from cancellation, so I was somehow signed up, and figured it might be a good idea. I was recently diagnosed with a brain tumor, became dizzy and nauseous, and cancelled a week early. This place required all this documentation which I provided, and they refuse to refund me $400, which I think is unconscionable.

  

  Business Response

  Date: 08/13/2024

  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. The document provided was dated prior to the purchase which is why the system wasn't able to accept it
  
  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,
  
  Protecht on behalf of Hotelplanner

• Initial Complaint

  Date:08/12/2024

  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.

  On Aug 4,2024 I made at reservation for Aug 5-9 at the *********** , *******,** I agreed to $65 for insurance to cover reservation minus first day cancellation. It was oral and done quickly with no further infol On Aug 5, 2024 I cancelled as ********************* was approaching and could not risk the drive.Reservation confirmation from HotelReservation Itinerary #H9014816 Later in the day, I received a message from *********** welcoming me ahead of arrival. Since I thought i had cancelled I called *********** . ONLY THEN did I realize I had booked with another outfit.When I called HotelReservation they referred me to Protecht thru Help@fanshield and then Help@Prtotect case ***** I sent them necessary docs.They have refused my request.

  

  Business Response

  Date: 08/12/2024

  Hello ********, 

  We are showing that your refund request has been approved as of mid-afternoon today 8/12/24. 

  A dedicated representative will be in contact shortly to discuss this further. 

  Thank you,

  Protecht on behalf of Hotelplanner 

  Customer Answer

  Date: 08/13/2024

  
  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:08/09/2024

  Type:Customer Service 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 trying to get a refund on my purchase of a room. I have tried contacting this company several times to no avail. I just want my money back. If there is a fee, I have to pay for getting my money back I will do that. I have already filed a complaint against the booking agency for whom I feel has also took advantage of this situation.

  

  Business Response

  Date: 08/09/2024

  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 or help you with the refund request process. A member of our team will contact you directly to discuss the matter further. 
  
  Kind Regards,
  
  Protecht on behalf of HotelPlanner

• Initial Complaint

  Date:08/07/2024

  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.

  I purchased the insurance for this event due to just in case. I went to the event say 1. I was walking to the event at ****** furnace at the water front in ********** **. I tried and twisted my ankle I sat outside for ab hour and decided to try and go in because my favor bads were playing. I went in for an hour and a half could not stand. So I went home and googled what to do for a sprained ankle. Reaches out and was told not to go to the doctors due to just being a sprain go home ewat for a couple days and ice. So I did that. I placed a request for a refund for 1 days because I chose to go in and stand for an hour even though I sprained it at the location of the event due to uneven ground and gravel. They told me they do not do half refunds. I said then what's the point of the insurance. I bought it just in case twisted my ankle and NO WHERE in the contract does it say you do half refunds.

  

  Business Response

  Date: 08/09/2024

  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,
  
  FanShield/Protecht

  Customer Answer

  Date: 08/10/2024

  Hello.

  I know your stating the "correct" documents were not provided. I did not go to a hospital at 730 at night because this would have been another 500 down the drain that would have been lost just like the 500 I lose buying this concert ticket. I have asked about the issue with getting HALF of my money back nor even all and you all have just sat here and gave me every excuse in the book. This insurance is a scam and does not protect the buyer. A money ponzi scheme for your company to get rich of people who are as gullable to believe this insurance actually protects the buyers. Also I would like to state in your contract it does NOT state that you do not give half refunds. And the insurance I bought would cover day 1 and 2. Also I did not go to the emergency room that day because it was an injury that would waste doctors and nurses time to tell me to ice and rest. Like the doctor told me when I called them on Monday.

  Thanks

  Sara 

   

  I already responded to tou on an outside email you tried to contact me with, with this same response. 

  

  Business Response

  Date: 08/12/2024

  Hello ****,
  
  We appreciate you reaching back out.
  
  Our full scope of coverage, including that proof of loss is necessary, is presented and agreed to at the time of purchase. Any and all refund requests will require some form of a supporting document. 
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact shortly.
  
  Best Regards,
  
  FanShield/Protecht

  Customer Answer

  Date: 08/15/2024

  Hello,

  So the festival happens Saturday and Sunday.  When my doctors office is not opened. The orginal response that was asked was with a HALF refund.  I was reached out stating my case is going to take basically 2 weeks to review. When people buy this insurance we hope that this would cover effects like this. Not read a 11 page contract that explains for reason you CANNOT do it. This is the second time with this festival something has happened. I reached out to my doctor to get your form and they said they could fill it out because I wasn't seen thr day of event because it was a Saturday at 7pm when I was hurt. Obviously the doctors office was closed same on Sunday.  And here we are Monsay. I have a job to attend to because I have bills to pay. I really don't understand where the issue or the problem is on this. 

  Thanks

  Sara