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:03/17/2023

  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.

  Insurance purchased for a cell phone screen. If broken a claim is filed and they reimburse $159. My phone screen was broken, a claim was filed, and they said a check would be sent in 2- 3 weeks. This was December 17. Due to the holidays, I allowed additional time. I called to check on it in February they said they would expedite the check. Now I called to check again, and they requested my banking info to direct deposit the money. Due to the delays, I do not trust that they would deposit money but would instead withdraw money. I would not give them that information and they said since they were very busy they would see when they could get a check out.

  Business Response

  Date: 03/23/2023

  Hi *****,

   

  My aplogies for the delay in getting your reimbursement.  They are processing your check on Monday and will be mailed next week

   

  Thanks for your patience.

   

  *************************

• Initial Complaint

  Date:03/15/2023

  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 filed a claim for my phone to be repaired and it was approved on February 12, 2023. On February 17, I got my phone fixed and sent a picture of my receipt to InstaProtek which they replied to shortly after saying they will review the receipt and contact the repair shop for verification. Not long after that email, I received another email from InstaProtek saying my reimbursement has been improved and I should be receiving my reimbursement check in the next **** business days. It has been a month and I have still not received it. I emailed the team about this and they emailed me back asking if I would be open to another option to receive the payment aside from being sent the check. This was really suspicious considering they already told me the check was being sent. To follow up, I called InstaProtek on March 13th where they tried to get me to give them my bank information. I told them I prefer receiving the check instead and the man said thats fine and he will talk to the reimbursement team and get back to me that day. It is now March 15th and I havent heard anything. I am very unsatisfied and disappointed with InstaProtek and its team.

  Business Response

  Date: 03/23/2023

  Hi Elle,

   

  Sorry for the delay, but yes we are in the process of reimbursing your claim.  The check should go out anyday, I will have the support team notify you when it is in the mail.

   

  Thanks

   

  *************************

  Customer Answer

  Date: 03/28/2023

  I am rejecting it because I won't accept anything until I actually receive my reimbursement check. I have gotten told a few times already that my check is on the way, so until I receive it and InstaProtek follows through with what they have said, I won't accept any response.

• Initial Complaint

  Date:02/28/2023

  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.

  After uploading required photos of cracked screen with EMI visible, I received $100 approval for screen breakage on 11/14/2022 (Claim# *************) I uploaded the $100 Receipt on 11/16/2022 as per response on previous email requested. They sent response of receiving receipt and mentioned it would take **** days to validate then they would forward to claims ***** which takes approx an additional 3-4 weeks for reimbursement. They claimed that I would automatically be informed of progress of claim by email. I received no further emails and contacted them per phone on Feb 18, 2023. *** stated he would contact claims **** and get back to me by email as to delay. After waiting with no email received, I phoned again on Feb 28, 2023 and spoke to *****, she assured me I would receive a email that evening with update, which I didnt. After searching here on BBB and finding that they seem to not follow through without a BBB claim filing, I decided it would be best to just file and see if I get better results. Im requesting they send my overdue check in the $100 amount as quoted by them.

  Business Response

  Date: 03/01/2023

  Good morning Angel,  

   

  Sorry for the delay but we had to verify the repair with the repair shop.  We have since done this so will be processing your reimbursement check.  

   

  Thanks

   

  *****

  Customer Answer

  Date: 03/01/2023

  
  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:02/24/2023

  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 had purchased cell phone glass coverage. On my pixel 7 paid good money for it . Dropped phone cracked screen. I paid to get replaced, there coverage pays 200. It cost me 224. To replace. Been 3 months still not received my money, I have email them so many times it has been approved but still waiting on check. Nov 21 when file today is Feb 16.

  Business Response

  Date: 03/16/2023

  Sorry but thought I had responded to this one but guess not.   Either way this was paid on Feb 26th

  
  

• Initial Complaint

  Date:02/23/2023

  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 Instaprotek's screen protector from ******* wireless and registered for their product warranty that would provide a one-time reimbursement up to $200 for a screen repair. I provided the necessary repair receipt on 12/07/2022 to Instaprotek, along with my address for the reimbursement check on 12/08/2022. They confirmed receipt and advised of a collective 6 week turnaround. On 1/23/2023, I reached out for an update and was advised that they were having trouble getting in touch with the repair company. I asked for a number for the repair company to contact so that I could physically go to the store and request they call Instaprotek to finish processing this claim. Miraculously on 1/25/2023, before I went to the store, Instaprotek said they were able to get in touch with the store and proceeded to ask for the name on my ID, as well as my address, again. I provided this information on 1/26/2023. On 2/23/2023, I reached out for another update and was told that they were having trouble validating my address with **** because the city was different from what I provided but all other details were the same (house number, street name, and zip code). I verified my address again for them and am now still waiting for an acceptable update on when I can expect to receive the $200 reimbursement. Their product was trash and their customer service is trash. I would like my $200. I have provided a copy of my repair receipt and the email thread that includes ALL correspondence between me and the company representatives.

  Business Response

  Date: 05/30/2023

  Dear *************************,
  We are writing to follow up on the Better Business Bureau (BBB) complaint that you filed against us, Instaprotek, with assigned ticket #********. First and foremost, we want to extend our sincere apologies for our failure to respond to your original complaint in a timely manner. We understand that this lack of response may have caused frustration and inconvenience, and we are truly sorry for that.
   
  We would like to explain that the reason for our delayed response was due to some unexpected server issues. Unfortunately, by the time we became aware of your complaint, it had already been closed as "unanswered". While we realize this does not excuse our lack of response, we hope you can understand that this was an isolated incident and not representative of our usual commitment to customer service.
   
  To show our appreciation for your patience and to demonstrate our commitment to making things right, we would like to offer you a $50 **** Reward Card as a small token of our gratitude. Please reply to this email with your ****************** address, and we will send this out to you at no cost.  We would also appreciate it if you could re-open the complaint with the BBB and let them know that the issue has been resolved, so they can close it out.
   
  Again, we apologize for any frustration or inconvenience that our lack of response may have caused you. We take all complaints seriously and are committed to providing excellent customer service. We hope that this gesture helps to restore your faith in our company, and we look forward to the opportunity to serve you again in the future.
  

  
  

• Initial Complaint

  Date:02/08/2023

  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.

  Filed warranty claim October. 19, 2022. They responded same day requesting a new receipt from the repair store because it did not have the device IMEI number listed. I obtained a new receipt and submitted it on 10/22. Received email back on 10/24 saying they were validating receipt which might rake **** bus. **** then claim would be forwarded to reimbursement team. Received email on 12/13 saying they needed screenshot of IMEI number and I sent it to them. I sent them email on 2/5/23 asking what was happening with claim, why I haven't received reimbursement. Did not get response, so I called on 2/8/23. They told me my claim was sent to the reimbursement team and have no idea why it has taken so long and cannot tell me when I should receive my check. But then offered to deposit the money directly to my bank account. I told them I didn't want to give them my account info. I asked if they could send via pay pal. The agent put me on hold to check and then came back and said yes they do have pay pal, but there was some issue with their pay pal that they were working on and they could not send it. Said the only thing they could do was do a bank transfer. Said the checks come from third party and they have no idea when I should get it, and could not give me anyone to contact regarding.

  Business Response

  Date: 02/17/2023

  Hi *****

   

  Your check will be processed and mailed on February 24th, 2023.  I apologize for the delay.

   

  Thanks

   

  *************************

• Initial Complaint

  Date:02/08/2023

  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.

  I purchased a liquid screen protector from Instaprotek which was good for one year, within that year my screen broke and I filed the claim. I did what was required and paid to have the screen replaced and submitted the paperwork for reimbursement,. I was told it was processed, approved and to the check would be sent within 6-8 weeks. Five months later I still have not received the reimbursement and when I called to check they offered to wire the money if I provided my bank account information. I did not provide any information, I will chalk this one up to a ****** learned.

  Business Response

  Date: 02/17/2023

  Hi *******,

   

  Your check was processed and mailed on February 13th, 2023.  I apologize for the delay.

   

  Thanks

   

  *************************

• Initial Complaint

  Date:02/03/2023

  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 was directed to register my Liquid Glass Screen Protector warranty on-line and I became very concerned regarding the data I was asked to provide. I ended the on-line registration before the process was completed. I am concerned that this may be a scam for personal data.I was asked to locate and copy my IMEI # from my cell phone and to paste into their application. I was asked to provide a photo of the sales receipt and to provide my home address and contact information. I was then asked to take a photo of myself to send along with their application. Then they wanted my email address AND my password. At that point I became very concerned and backed out the email address and my password; however, I could not access the prior information that I had provided.Thank you, *************************

  Business Response

  Date: 05/30/2023

  Dear *************************,
  We are writing to follow up on the Better Business Bureau (BBB) complaint that you filed against us, Instaprotek, with assigned ticket #********. First and foremost, we want to extend our sincere apologies for our failure to respond to your original complaint in a timely manner. We understand that this lack of response may have caused frustration and inconvenience, and we are truly sorry for that.
   
  We would like to explain that the reason for our delayed response was due to some unexpected server issues. Unfortunately, by the time we became aware of your complaint, it had already been closed as "unanswered". While we realize this does not excuse our lack of response, we hope you can understand that this was an isolated incident and not representative of our usual commitment to customer service.
   
  To show our appreciation for your patience and to demonstrate our commitment to making things right, we would like to offer you a $50 **** Reward Card as a small token of our gratitude. Please reply to this email with your ****************** address, and we will send this out to you at no cost.  We would also appreciate it if you could re-open the complaint with the BBB and let them know that the issue has been resolved, so they can close it out.
   
  Again, we apologize for any frustration or inconvenience that our lack of response may have caused you. We take all complaints seriously and are committed to providing excellent customer service. We hope that this gesture helps to restore your faith in our company, and we look forward to the opportunity to serve you again in the future.
  

  
  

• Initial Complaint

  Date:01/25/2023

  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 a liquid screen protector from InstaProtek in September. It failed and I had to have my screen replaced on Oct 10th. Sent all the documentation that they requested and they gave the run around and wanted more. Sent everything they needed and got an email confirming that and it stated I should have money money in 3-4 weeks. This was December 7th. Started send follow up emails on January 5th of 2023 and have done so every week. Always the same response that it has been sent to the reimbursement team. I finally called and they said they were having difficulty within the reimbursement team but if I wanted to provide a routing number they could get me my money faster. This whole place seems like a scam and from the issues on here I am not alone. Please let me know what can be done to get my money and make it to where these people are held accountable.

  Business Response

  Date: 02/02/2023

  Hi ****,

   

  Sorry for the delay, your check was printed and mailed yesterday.  You should receive next week.

   

  Thanks

   

  *************************

• Initial Complaint

  Date:01/19/2023

  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 got approval to get cell phone screen replaced ..they said they sent a check but it was returned to them in April 2022..they reached out 11/21/22 for my address..I sent it.to them..they said.they would reissue the check..I keep getting the.run around through texts..they say they have sent it to the.reimbursment department..they reached out to me 11 /21 and it is.now jan.19...My account number is ********************* amount ******

  Business Response

  Date: 05/30/2023

  Dear *********************,
  We are writing to follow up on the Better Business Bureau (BBB) complaint that you filed against us, Instaprotek, with assigned ticket #********. First and foremost, we want to extend our sincere apologies for our failure to respond to your original complaint in a timely manner. We understand that this lack of response may have caused frustration and inconvenience, and we are truly sorry for that.
   
  We would like to explain that the reason for our delayed response was due to some unexpected server issues. Unfortunately, by the time we became aware of your complaint, it had already been closed as "unanswered". While we realize this does not excuse our lack of response, we hope you can understand that this was an isolated incident and not representative of our usual commitment to customer service.
   
  To show our appreciation for your patience and to demonstrate our commitment to making things right, we would like to offer you a $50 **** Reward Card as a small token of our gratitude. Please reply to this email with your ****************** address, and we will send this out to you at no cost.  We would also appreciate it if you could re-open the complaint with the BBB and let them know that the issue has been resolved, so they can close it out.
   
  Again, we apologize for any frustration or inconvenience that our lack of response may have caused you. We take all complaints seriously and are committed to providing excellent customer service. We hope that this gesture helps to restore your faith in our company, and we look forward to the opportunity to serve you again in the future.