Complaints

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:07/11/2025

  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.

  I filed a warranty claim because my screen broke, which is covered under warranty. I submitted the required documents. They refuse to pay the warranty claim and send numerous emails asking for the same documents that were already provided. They clearly dont want to honor the warranty (and of course it is impossible to speak to anyone via the phone).

  Business Response

  Date: 07/14/2025

  Hello Ava,

  I am following up on your BBB complaint. After speaking with our customer support team today. They confirmed that the device model discrepancy was resolved, and your claim was approved. They also shared, they successfully contacted you and your repair reimbursement has been processed. Let us know if there is anything else. 

  Regards,

  ***** High

  Customer Answer

  Date: 07/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this product liquid glass is advertised as a more permanent replacement for disposable glass screen protectors. I was sold this product w a warrantee and was told that it was resilient and strong enough not ti break or scratch easily. i had this product uv cured to my phone screen and within 16 days it has scratched. I have been told that there is essentially nothing they can do. This product in theory is wonderful yet it has left me with a scratched screen that could have been avoidable if i did not get this product. i dont write this as a regretful purchase, more so as a warning that this is a faulty product that has falsely advertised the capability of its product.

  Business Response

  Date: 06/13/2025

  Hello Maive,

  I am following up on BBB complaint. instaProtek is the Product Guarantee program administrator for the Simple brand liquid glass screen protector. The program terms and conditions specifically state that scratches are not covered under the Product Guarantee for any sort of reimbursement. Product packaging mentions liquid glass will assist in reducing scratches. If the salesperson at the retail store where you purchased your Simple liquid glass said otherwise, my suggestion would be to return to that location and speak to management. 

  Regards,

  ***** High

• Initial Complaint

  Date:02/15/2025

  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 bought a liquid screen protector for my phone on 9/18/2024 and applied it as instructed on the instructions that came with it, and then registered the product online as it said I had to. The product states that there is a $100 guarantee that they will pay me if my screen breaks in the first year after applying this product to my phone. On 1/23/2025 my screen on my phone was broken & I immediately submitted a claim to my phone insurance ************** immediately sent me a new device after I paid a $105 deductible. However, the original phone was still working despite the extremely cracked screen, so I continued to use it, & began attempting to file a claim with Instaprotek for the $100 guarantee to cover my deductible. I have bought this product several times & used a different email each time I registered my product, though, so it took me a few days to figure out which email I used to register the product for this phone. 10 days after the phones screen was broken I was finally able to get into my account and submit a claim for the $100 guarantee. My claim was denied however because they said that almost 2 weeks had passed since I received my new phone before I filed a claim with them. I am still currently as I write this using the phone with the broken screen. I immediately contacted my insurance company for a new phone because I wasn't sure how long this phone would continue to work with the screen as broken as it is, but it is still working, so I have not turned it in yet as I was waiting to see what I needed to do for Instaprotek to get the $100 guarantee. I do not see how the fact that my insurance carrier sent me a new phone that is still sitting in the box in my bedroom has any affect on the guarantee that their product promises. I have bought this product for every phone I've had for about the last 5 yra & this is the 1st time I've filled a claim & am being denied over something that has nothing to do with the phone that has the product on it?

  Business Response

  Date: 02/21/2025

  Hello *****,

  I am following up to your BBB complaint. After reviewing the sequence of events in which you explained in your complaint. I understand your frustration. That said, I have instructed our customer support team to move forward with approving your claim. You will receive communication shortly regarding reimbursement options. Let us know if you have any other questions.

  We apologize for the inconvenience.

  Regards,

  ***** High

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a screen protector with a lifetime replacement plan for $60 on 1/19/2024. My screen protector boke and I filed a claim on 1/9/2025 for a replacement screen protector. I had to pay $9.99 for shipping of a replacement screen protector. I received a confirmation email that it was being processed. On 1/23/24 I requested an update and was assured that it was being processed but was delayed due to the number of post holiday shipments. It is now 2/6/25, a month later and I still have not gotten a replacement, not received a tracking number, and have not heard anything from the company, while my expensive IPhone 15 pro has been unprotected for a month now. This company feels like it is a total scam at this point. I would like a replacement sent immediately and all of my money refunded.

  Business Response

  Date: 02/10/2025

  Hello ******,

  I am following up to your BBB complaint. We apologize for the inconvenience for the delay in receiving your tempered glass screen protector replacement. However, I did confirm from our customer support team that your replacement screen protector has been shipped today. As a token of their appreciation for being a Simple customer they have also sent you a new 65w rapid charger and cable for your iPhone 15. Let us know if you have any other questions.

  Regards,

  ***** High

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a liquid screen protector for my cell phone and properly registered the product online which had a $200.00 warranty if the screen ever broke they would reimburse the $200 for repair of the screen. I filed an online claim because my screen broke. I jumped through all their hoops & have claim confirmation Purchase date was 04/19/24 claim date was 08/08/24. It was approved for repair the repair was completed and paid bill was submitted and after many many attempts to see why I have not received my warranty claim i still have not received the payment. All I ever got with an online chat everything I contacted them was they are working on it but are running behind on sending out payments. Very very frustrated with this company

  Business Response

  Date: 01/21/2025

  Hello *****,

  I am following up to your BBB complaint. We apologize for the inconvenience for the delay in your reimbursement. However, after speaking with our customer support team yesterday, they shared that your repair reimbursement check has been sent, and you should receive it within 5 business days. Let us know if you have any questions.

  Regards,

  ***** High

  Customer Answer

  Date: 01/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:12/26/2024

  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.

  I purchased an instaProtek screen protector for my iphone on 11/19/23 and it came with a warranty. My screen broke and I filed a claim on 8/29/24. I followed the process to get the repair completed per the instaProtek app. instaProtek approved the repair on 8/30/24. I uploaded the receipts to the instaProtek app and it went under review on 9/4/24. I never heard back from them. I did send them some emails and finally on 10/8/24 they told me they were having problems contacting the store to verify I had it fixed (after I had already sent the receipts). On 10/16/24 (after a few emails) I finally received a phone number for instaProtek. I went to the store that made the repair and called instaProtek. The store verified the phone had been repaired. Immediately following I received an email saying that it had been approved for reimbursement. They asked me to provide my ****** information and I did so on 10/16/24. I have yet to be reimbursed the $200 replacement warranty for my screen. I have a thread of emails back and forth from the last two months+ of them telling me they are escalating it up. Here it is 12/26/24 and I still have NOT received my $200 warranty reimbursement. I called at 1:15pm today, 12/26/24 and spoke with ******. She is "escalating it to upper management" but after several emails from ******* saying the same things for months, I am highly doubtful I will receive the warranty that is due to me. I do NOT recommend this company to anyone and will NEVER buy from them again. I just want the money that is due to me according to their warranty. Any assistance would be appreciated.

  Business Response

  Date: 12/27/2024

  Hello ******,

  I am responding to your BBB complaint. After speaking with our customer support team this morning, they have confirmed that your reimbursement payment was sent yesterday via ******. Please check your account when you have a chance. Let us know if there are any other questions. We apologize for any inconvenience the delay has caused. 

  Regards,

  ***** High

  Customer Answer

  Date: 12/27/2024

  
  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 have received payment; therefore, I consider this complaint resolved.
  

  Thank you!

  
  Regards,
  
  ****** ******
  
   

  
  

• Initial Complaint

  Date:12/21/2024

  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 bought a glass protector for my I phone bc it guarantees that if you break your screen, they will pay up to $200 to fix the phone I broke the screen on the iPhone while using the protector I filed a claim and they approved the phone to be fixed and then turn in the documents to them showing that we had the phone fixed I sent themall the documents showing that I paid to have the phone fixed so they can reimburse me and they have not

  Business Response

  Date: 12/27/2024

  Hello *****,

  I am following up to your BBB complaint. After speaking with our customer support team, the reason for the delay in completing your claims receipt we had not received your receipt. However, we were able to download a copy from the BBB site that you had included in your complaint. We are now prepared to complete your reimbursement. Please contact our customer support team at your earliest convenience to provide a reimbursement method such as ****** or ACH. Let us know if there are any other questions.

  Regards,

  ***** High

• Initial Complaint

  Date:12/12/2024

  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.

  Purchased cell phone screen protector with warranty in 10/142023. InstaProtek warranty is that if screen gets cracked in their use there is $200 warranty payment for repair. I filed a claim with their office on 9/17/24. Claim # ************* . Through their online app claim status, I completed the repair and sent to reimbursement review on 9/23/24. I then waited and had mutliple emails and calls before Instaprotek finally moved me to "approved for reimbursement on 11.12.24. Since that time I have waited to have the $200 warranty paid. They gave options of ****** or mail a check, I chose ****** for ease. Since 11/12/24 they have not paid. On 11/20 I sought status update for online reimburesment and on 11/21 they responded that "we've reached out to our reimbursement team for an update and will will resolve this case promptly." I then emailed on 12/3 and got a response of 12/4/24 from Instaprotek of the same nature. I called on 12/12/24 and spoke with an agent who would not transfer to a manager, would not transfer me to reimbursement **** and would not transfer to anywhere else. Just "we are having problems with the bank" is all I got. THEY DO NOT WANT TO PAY. I am seeking BBB for fraud of INstaprotek and their delay or denial to pay out on their warranty.

  Business Response

  Date: 12/20/2024

  Hello ****,

  I am following up on your BBB complaint. After speaking with our customer support team yesterday, they confirmed that your claim reimbursement has been paid and will arrive in your account within ***** hours. we apologize for any inconvenience the delay has caused you. Let us know if you have any other questions.

  Regards,

  ***** High

  Customer Answer

  Date: 12/20/2024

  
  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:11/22/2024

  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 a screen protector for my iPhone 16 pro max on November 2. Trying to register my device with ********************** and app keeps crashing. I sent a chat no response. My protector now has a crack. I paid $60.00 for a screen protector and now they want me to pay for shipping. It was advertised as free replacements. Simply brand should be ashamed for using them for warranty. Product is absolutely awful! Dont waste your money or allow any vendors to upsell you!

  Business Response

  Date: 12/03/2024

  Hello *****,

  I am responding to your BBB complaint. After speaking with our customer support team, your screen protector registration was properly completed and activated. Shipping and handling fees for lifetime replacement programs are standard procedures. However, given your frustration we have waived the fee and will ship a new screen protector. Let us know if you have any other questions.

  Regards,

  ***** High

• Initial Complaint

  Date:11/20/2024

  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.

  Service was not rendered. Paid for a service and was denied. Terrible service.

  Business Response

  Date: 12/03/2024

  Hello ****,

  I am following up on BBB complaint. After speaking with our customer support team, they confirmed that your claim reimbursement has been processed, and payment initiated. Let us know if you have any other questions.

  Regards,

  ***** High