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:06/03/2024

  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 March 14,2024 I made a room reservation accidentially through booking.com. After ending the call I thought nothing more about it. The agent did not tell me I was using booking.com. Then I find that I get a charge on my credit card from Protecht in ********** for a refund protection plan. The agent did not tell me about a charge for a refund protection plan nor did I agree to such plan AND I never had contact with anyone from Protecht.Having been ill with heart issues I did not access any email or even the phone and was unaware of the email sent from Protecht.This is an unacceptable practice. I have asked for my money back but they say it is out of the range of window time for a refund. How do I contact the ************************ about these deceptive practices?

  

  Business Response

  Date: 06/04/2024

  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, 
  
  FanShield/Protecht

• Initial Complaint

  Date:06/01/2024

  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 have been attempting to receive a refund from this company since May 13, 2024. I made a hotel reservation at *********** in ****************, unaware that the 800 number provided was actually a reservation service instead of the hotel itself. I was charged in full For this reservation for the dates of May 16 to May 19, 2024. Due to medical reasons it was necessary for me to cancel this reservation several days prior to the arrival date. I was informed by the hotel and by the service verbally that I would be able to receive a full refund, I went through the proper procedures of filling out the request for a refund , and I have been in contact with this company since that date of May 13, 2024 about receiving this refund. They repeatedly tell me its being reviewed and they will let me know soon. As of today, June 1, 2024. I still have not received my refund, and all they do is repeat the same line of we are reviewing it. I would like to receive my refund as I was verbally told would happen.

  

  Business Response

  Date: 06/01/2024

  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,
  
  Protecht/FanShield 

• Initial Complaint

  Date:05/31/2024

  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 thought I booked directly with the Riversage Inn In *********, MT. I questioned the price and asked if he/person on phone was with the Motel. He affirmed he was. When I got to the hotel I told them the reservation process was unusual. I was told that I booked the room thru a 3rd party. After much discussion, I was told this is an ongoing problem where a thrid party reservation tries very hard to look and sound like they are actually their motel. The actual cost of the room should have been $107.00. I was also charged a guarantee fee of $17.14. I entered a cancel request and was given an Ininerary Number H8537741 and the cancel was requested. However unable to request a refund with Protecht Inc and FANSHIELD. I received an email Hi ******, here's your magic link from Protecht! However that link did not get me anywhere. I would like to get a refund of $116 .

  

  Business Response

  Date: 06/01/2024

  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
  
  Best Regards, 
  
  Protecht/FanShield

• Initial Complaint

  Date:05/28/2024

  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.

  Contacting Fanshield and getting effective customer service is impossible. I purchased Fanshield coverage for an event in ********* (triathlon in May). I fractured two ribs a week or two before the event. I filed for a refund of the event's entry fee asap after the fractured ribs diagnosis. It's been a nightmare of a headache dealing with Fanshield since then. I would strongly recommend that anyone considering purchasing Fanshield coverage not do so - based on my experience.

  

  Business Response

  Date: 05/29/2024

  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,
  
  FanShield/Protecht

• Initial Complaint

  Date:05/18/2024

  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.

  This is an email message I wrote to Protecht Inc. today 5-18-2024 Hello Protecht Inc, I have tried four times clicking on your refund request link.The link does not work. It doesn't advance to the other pages. So I can not finish my refund request. the reservation was at Super 8 by *************************** on May 2023, 2024 Itinerary Number: H8448379 Status: Confirmed Guest Name: ***********************.Confirmation: ********* (Front desk will usually have this number on record) Status: Confirmed Guest Name: *********************** On May 15, 2024, I called the hotel and canceled our reservation. Due to the fact that our car broke down, it is an old car a 2006. That same day our dog was killed by a vicious dog. It has been a traumatic time. Following up with the hotel, I called about a refund. The hotel said they do not have any money, or our debit card associated with the reservation. The hotel manager *****, said we made the reservations through Expedia. I told her I made the reservations over the phone by calling the hotel's listed phone number on line. The phone was not answered, so it was sent to a booking agent. When the agent answered, he said he worked for *******. So we felt it was safe to make reservations. We asked if there was free cancellation? He said; "No, but you can buy a refund coverage, it's like insurance, for $*****." So we agreed to purchase it. After we canceled, we went to the ************ site. filled out a form, but the form stops on the first page and doesn't allow you to proceed. After trying 5 times, I called the phone number I was given, for Hotel Lodging **************. I talked to *******. He told me to pay attention to my husband's email. ******* said he was going to refer me to the Escalation team for the refund department in charge. He gave me a phone number ************* We have NOT seen any emails and today is May 18th, 2024.We are concerned, because we think this is a scam. Please REFUND our money $ ******. That doesn't include your fee of *****. We paid a total of $793.15 Please Call me at:************* ***** or *********************** ************* Thank you,

  

  Business Response

  Date: 05/20/2024

  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, 
  
  FanShield/Protecht

  Customer Answer

  Date: 05/23/2024

  
  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.  The Business, has responded and reimbursed the fees in full. Thank you BBB for your help in this matter. 
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/17/2024

  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 hotel reservation on Fri, May 17, not realizing it wasnt hotel website. Several additional fees were added to the reservation that were not made clear at time of booking. Once I received the confirmation email, I went on my account for the hotel and reservation was not there. Contacted Protecht immediately to inform them of this and they said they had tried to contact the hotel, but could not get through to anyone. Would not give me any indication if/when or how much I would be refunded and that I would receive an email with that information. They now have my IP address and Im concerned this is fraud.

  

  Business Response

  Date: 05/20/2024

  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,

  Protecht/FanShield

• Initial Complaint

  Date:05/16/2024

  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 Transaction: 05/15/24. Violating Businesses: Protecht, hotelsone.com, ****************************** Violator provided ref. #s: Confirm.# ********, Itinerary# H8458662.On 05/25/24 I called what I believed to be the ************* from a tel.# I obtained from a website, cleverly designed to deceive callers to believe it was the actual hotel. I made a reservation for 2bed rm from 02/14/25 to 02/17/25. I asked for the Govt rate of $107 per night. The representative stated since the date was 9 mos away, the card would be held and the quoted rate would be $278.32 per night which I could change to $107 when the date got closer. He said the card number would be held and any charges would be fully refundable if cancelled within 2 days of scheduled check-in. I was sent a confirmation text msg from ************* which was in fact sent by the violator company. Soon thereafter, I received a charge on my **** card for $1068.80 from "***********-Hotel PAI", not any of the violators companies. Several tax charges were listed as well as reservation insurance for$83.73 for a refund protection plan of dubious value which i did not approve. In conclusion the violator companies:Used a deceptive website with phone number presumed to be the actual hotel, the rep on the phone continued the charade, deceived me into believing my credit card was only being held, and that I could cancel without penalty. I was charged for insurace of no vlaue that I didt know about. The name hotelsone.com was conspicuously absent from text messages, emails and **** charge. I am requesting a full refund of $1068.80

  

  Business Response

  Date: 05/16/2024

  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, 
  
  FanShield/Protecht

• Initial Complaint

  Date:05/13/2024

  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 reservations at ********* that were refundable if I bought the cancellation insurance which I did. I told he agent that my mother was diagnosed with congestive heart failure recently and needed the option to cancel. He said it would be no problem. I called to cancel my reservations due to my mothers health, and Guest Reservations told me they were non-refundable after I was assured by the agent 3 times that I could cancel. The original email they entered for me was incorrect. The link they are sending me to try to resolve my issue is linked to the incorrect email ******************* instead of ********************* I continue to call and tell them I am unable to resolve anything, because the reservation was made under the incorrect email. They are not helpful, and keep telling me they will escalate but send the same email. I would like a PHONE CALL! I paid for insurance to cover if I needed to cancel, and it is not being honored!

  

  Business Response

  Date: 05/14/2024

  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,
  
  FanShield/Protecht

• Initial Complaint

  Date:05/13/2024

  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.

  I recently booked two hotel rooms at an airport hotel for a trip, and I unknowingly was charged for Protecht *************** After contacting the hotel and Protecht, I was told I would be refunded for the trip protection and was sent two refund confirmation emails on April 24, 2024 that said I would be refunded "as soon as possible." As of May 13, 2024, I still have not received a refund for either charge. I tried calling and emailing the numbers and email addresses provided on their website and have been sent in a circle without being able to talk to an actual human or submit the confirmation numbers to confirm the refund. They are intentionally giving customers the run around and making it impossible to speak to someone to actually collect the refund, despite the email confirmation.

  

  Business Response

  Date: 05/14/2024

  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
  
  Best Regards, 
  
  Protecht/FanShield

• Initial Complaint

  Date:05/08/2024

  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 wanted to attend a sci fi convention Comicpalooza in *******, ** and due to work related I can't make it. This company had me fill out paperwork and denied me because I wasn't going out of state. I want my money owed and not go through games and hoops!!

  

  Business Response

  Date: 05/09/2024

  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,

  Protecht/FanShield