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:01/02/2023

  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 a liquid screen protector and registered it through instaprotek the last week of 2022. The screen broke the next day. Unable to contact anyone at the company to file claim. I am recommending we all file a class action lawsuit due to instaprotek not fulfilling their guarantee.

  Business Response

  Date: 01/03/2023

  Hi *******************,

   

  Sounds like you were trying to contact us while we were closed for the holiday.  Customer Support said they have already heard from you so sounds like this matter has been handled.  Any questions please let us know.

   

  Thanks

   

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

• Initial Complaint

  Date:12/27/2022

  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 bought the liquid class cover through Verizon.I filed my claim 9/29. Had to beg for updates despite the fact they say they will contact you. The turn around time is an estimated 6 weeks for your ************* is 12/27. My file has been processed and approved, but my check has not been mailed and they cannot give me an idea of when it will be mailed. When I told them that is unacceptable and I need my money, they offered a wire transfer if I provide my bank routing and checking number.After reading all the negative reviews, I can say with certainty, I am not the only one who has been scammed by this company.

• Initial Complaint

  Date:12/16/2022

  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 liquid shield product for my phone at the ******** Store and it says there is a protection plan that you get for the product purchase. However the ONLY way to register for the protection plan is by installing the instaProtek app from the Apple or ****** Play store.I shouldn't be forced to install an app I don't want and don't need to register for a warranty I am entitled to for the product I purchased without having to use another product of the same company.I attempted to go to the company's website to register via alternate means and there are no options. I did an online chat with an agent who responded "There's no registration on the website. you really need to install the Instaprotek app"This is just deceptive business practices to force me to use another product I don't want to register for a warranty which was advertised for a produced I did purchase.

  Business Response

  Date: 12/19/2022

  Hi *********,

   

  The reason we require you to register using the instaProtek app is because we have a screen test built in the the app that you must pass before you can register the product.  This tells us if your phone screen is broken before registering your products.  This helps us deter fraud, as you can imagine how many people try to put the liquid glass on a broken screen and put in a flase claim. Any questions please contact me directly.

   

  Thanks

   

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

  President

  instaProtek

  Customer Answer

  Date: 12/19/2022

  Thank you for the response but I was not referring to submitting a claim.  I understand regarding the requirement for processing a claim to be able to screen test but for registration of a warranty for the purchased product that is a simple registration process that could just as easily be completed on your website.  

   

• Initial Complaint

  Date:12/07/2022

  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.

  On July 18, 2022 I purchased an Instaprotek cell phone liquid screen protector from TCC at ***************************************************************************. I paid approximately $60 for the protector, plus $200 insurance if the screen did break. I registered the phone as needed on July 19. Unfortunately, my screen broke almost immediately, and I submitted a claim to Instaprotek to have it replaced, including photos they requested, and I was approved, with a claim number *************. My phone was fixed for $196.09 at ubreakifix. I communicated this to Instaprotek, with photos of the receipt, on August 16, 2022. They acknowledged my email, and said to allow **** days to validate the receipt, and another 3-4 weeks to send the check. As of yesterday, it has been 16 weeks. I have called repeatedly, and their representatives say they will mark my account as urgent, or my check will be sent in the next batch. But it does not seem that they will ever actually send the money. Can you help me? Thanks very much!

  Business Response

  Date: 12/15/2022

  Hi ******,  

   

  I'm sorry for the delay, your check was processed Monday and is in route via US Postal service.  If you don't receive in the next 7 to 10 days please feel free to email me direct at *************************************

   

  Thanks

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

  President

  instaProtek

  Customer Answer

  Date: 12/19/2022

  
  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 received the check Friday. I really appreciate the extra pressure you provided, helping this problem come to 
  to a happy conclusion. Thank you!

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

  
  

• Initial Complaint

  Date:12/03/2022

  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 warranty to reimburse up to $200 in screen protector plan. I had contacted the company prior to getting my phone fixed, sent them all the requested info, got approval to have the phone fixed, paid out of pocket for thr service, then submitted the requested receipts. Since September I have been told my request is in process and as of today received an email stating "A request for it to be expedited has already been made, we're just waiting for the confirmation from the Team if it's already been sent out." I decided to look on BBB for reviews and am now reaching out to get assistance to receive my reimbursement and also to bring awareness to this fraudulent appearing business.

  Business Response

  Date: 12/07/2022

  Hi *******,  

   

  I apologize for the delay.  Your check is being processed. You can expect to receive the check in 10 to 14 days. 

  Any questions please feel free to contact me directly at *************************************

   

  Thanks

   

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

  President

• Initial Complaint

  Date:11/28/2022

  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.

  Purchased cell phone shield from ******* in June 2022. InstaProtek is supposed to have a $200 insurance for the phone in case glass breaks while having instaProtek product on phone. On August ******. i filled a claim on the phone. InstaProtek told me that i qualified and i would receive check in September. It is now Nov 15th and still have not received check. i have emailed twice and receive the same email back asking for time to discuss with payment processing. This is a total scam. People should NOT purchase this product and ******* needs to stop selling this as a benefit.

  Business Response

  Date: 12/07/2022

  Hi ****,  

  I thought I sent a response last week.  Either way I apologize for the delaythe check is being processed you should receive in 10 to 14 days

   

  Thanks

   

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

  President

  Customer Answer

  Date: 12/12/2022

  
  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:11/20/2022

  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.

  Unfortunately my claim matches all the other claims in regards to this business. I purchased this product and was told about the warranty. When it came time to use the warranty, I started a claim and filed everything it required along with pictures and the receipt of cost for repairs. I was told it was approved and a check would be mailed out. Months later and still no check. When emailing costumer service, they aren't quick to respond and give the go around. The last straw for me was tonight they responded with they can transfer the money into our account. That's a HUGE red flag and comes off like a scam. Where is the check they supposedly sent out months ago? Why can't a new check be sent out if one was ever even written and made out in the first place? I plan to call the company I bought this product from and advocate that they stop selling the product. They don't honor their warranty and are trying to scam people. Reading all the other complaints on here, the cases are the same as mine and we just want our $200 towards our phone repair. Just mail me my check.

  Business Response

  Date: 12/01/2022

  Hi *****, 

  Your check is being processed and will mail out on either this Friday Dec 2nd, 2022 or at the very latest Dec 5th, 2022.  Depends when they get the next batch done.  I apologize for the delay.  Any questions please feel freee to contact me directly at *************************************.

   

  Sincerely

   

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

  President

  Customer Answer

  Date: 12/01/2022

  
  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.
  

   

  We did receive a call from their supervisor who stated the check would be sent out. In regards to asking why it wasn't sent out originally when we were told it was being she answered "extenuating circumstances" without any further details. Until I receive the check in the mail, will be unsatisfied and am certainly skeptical after everything that has happened leading up to this point. 
  Regards
  
  *********************
  
   

  
  

• Initial Complaint

  Date:11/15/2022

  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 company is refusing to give me my refund. I have provided all required information and they keep giving me the runaround. If you just take a peek at a few of the reviews you will understand what I have been dealing with. I had my screen repaired September 8th at ************** in portage, *********. I was told that I needed to provide a copy of the receipt, a screenshot on my phone with the device IMBE number and also a screenshot of the broken screen. I sent that in September 8th and received an email. Notify me to verify my address. I did fast forward October 24th I call they tell me they tried contacting the company that did the repairs and had no phone call returned. I called the company and and gave him their phone number The 25th of October is when he talked to them. After this they said they had all the information they needed and it had been transferred over their claims team over the last 4 weeks. I've called this company once a week and got in the same response. Oh we put an expedite on your claim and you should be receiving your money next week. Well I still have not received my money today. I had called and said no. I do not want the same response again. I've had this every week for the last month. I want my money. Well there's nothing I can do. It's with the claims team. I said well I would like to claims team phone number so I could talk to them. They do not have phones I was told but I could talk to a supervisor I said okay. You can have her call me 20 minutes later. The supervisor calls and says the only thing they can do to make this process go faster is if I provide my banking information to them they will transfer the money over within 24 to 72 hours. I said you have got to be kidding me. There's no way I am providing you my banking information. All in all I'm just completely upset with this company and myself for even purchasing this product. Please help me. Contacted me at **************. I can forward you all the emails I have received.

• Initial Complaint

  Date:11/14/2022

  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 bought a screen protector from this company. I cracked my screen. On Aug. 8th I filed a claim seeking reimbursement of $200 based on their company's promise. My claim number is *************. It was supposed to be a 6 week process. As of today and many phone calls it has not been resolved. They keep telling me that I am on the refund list. They can not contact the refund department. They have. no phone number or email. The check is on the list to be processed. I should be receiving an email by Friday or Monday. It has been 3 weeks and I receive no email and I'm told it is being processed.

• Initial Complaint

  Date:10/20/2022

  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 two screen protectors for my new Flip 4 ******* phone. Within 3 weeks the larger screen was damaged and the protective cover that was sold to me at ******* produced by Instaprotek didn't protect it from denting at all. Well I filed a warranty claim for the 200 dollars to put towards the insurance claim to get a new phone and they received it on 9/28....after hearing nothing I called today 10/20 to find out where the check is only to be told that they had in fact received proof of the purchase and approved the receipt of the claim but now it has to go to an approval department to agree to pay the approved claim. If the claim is already approved why does it need another approval for payment. This I was told could take 3 to 4 weeks and then it would take an additional 3 to 4 weeks to get a check cut. I told the service agent that this was completely ***** and designed to get people to give up or just forget about it. Well I called ******* after checking online for complaints against this company and just like I thought they are totally shady and don't issue refund checks...I want my money and this is being sent up the chain of command in ******* so they know what company they have agreed to partner with....No Bueno

  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.