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:10/11/2022

  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.

  Purchased the liquid glass screen protector Oct 2021 from a ******* dealer. ***** for it with guarantee of ****** replacement if screen cracks. First time I dropped my phone the screen cracked. Sent in pics and got auth to replace in March 2022. Was out of state so 7/19/22 I sent my receipt for repair. Was told 2 weeks to validate and 3-4 for the ****** warranty *** to be sent. 9 emails, numerous phone calls and a promise that the check had been sent 9/23/22. As of today still nothing. This company is a scam and sells a useless product. They even asked for my account to do a direct deposit. No way I am giving them my bank acct! DO NOT WASTE YOUR MONEY on this product.

  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:09/12/2022

  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 registered for screen protection on my phone to have protection for a $200 reimbursement if damaged. On 7/20/2022 I cracked the screen on my phone. In following the app instructions I took pictures of the damaged screen with the **** # showing and called the support number. I was told that since I have insurance on the phone to report the claim to the insurance company and InstaProtek would reimburse me up to $200 for the insurance deductible. I emailed the pictures and the receipt from my insurance on the same day as the damage, 7/20/2022 and was told they received my repair receipt and validation would take **** business days, which would take it to 8/9/2022 at the most, and once validated reimbursement would take 3-4 weeks. I emailed on 8/11/22 and asked for the status of my claim. On 8/13/22 I received an email stating my claim was approved for reimbursement and is scheduled for check releasing. On 8/31/2022 I emailed asking the status of my check considering 3 weeks had gone by. They responded on the same day stating they were going to do their best to include my check in the next releasing. On 9/7/2022 I sent another email asking if my check had been released, now we are at 4 weeks. On 9/10/2022 I received an email back stating they are still checking for the exact date for the releasing of my check. At this time, I do not believe I will ever receive a check from this company. In reading the other reviews I believe the company's warranty is fraudulent.

• Initial Complaint

  Date:09/12/2022

  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 liquid glass screen protector from an ATT cell phone dealer in the area in approximately May 2022. I called Instaprotek claim and submitted all of my information to receive reimbursement for the repair. I took it to an authorized dealer, emailed them all the information requested. Since that time, I have called them every two weeks. I am repeatedly told that they are "working on my claim" . I am told that they will move my repair to a priority level and someone will call me. This literally has been every two weeks since June. I have yet to get my $200 repair warranty. I actually paid more than that to fix my phone, but am accepting that I will only get $200.00. I just want my money that I am due without having to keep fighting for it. Kind phone call center, but asked for management, never given that opportunity.

  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:08/19/2022

  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.

  On May 20th, 2022 I purchased Instaprotek liquid glass from an authorized ******* store. I registered my device to have protection for a 200$ reimbursement if the device was damaged. On June 2nd, 2022 I cracked the screen on my device and submitted a claim to Instaprotek to be reimbursed. I followed all the guidance given to me by the company and got my device fixed. The claim was said to have been approved on June 6th, 2022. The email stated that in **** days the receipt would be validated. It would then take 3-4 weeks for reimbursement to be processed. On August 2nd, 2022 I sent a follow up email inquiring about the status of my reimbursement. Later that day I received a follow up stating that they were preparing to send out the check. They stated that when the check was sent out I would be receiving an email update. I did not receive any further updates and on August 10th I reached back out via email to ask again about my reimbursement check. They stated again that they were just preparing to send out the check. I replied with an email stating that if I did not receive a notice that the check was sent out by August 13th I would be filing a complaint and taking whatever actions necessary to receive my money as I believe I have been scammed. They never responded to that email. It is now August 19th, 2022 and no word about my reimbursement check.

  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:08/19/2022

  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.

  Purchased their product to protect my phone, it failed, I filed a claim paid to have the phone replaced and have been getting the runaround for over 3 months to receive my reimbursement of $200

• Initial Complaint

  Date:07/31/2022

  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.

  We purchased a liquid screen protection from ********* while purchasing a new phone. The worker at the store installed the liquid coating. We filed the warranty information with InstaProtek, policy #************, as directed on the website. The warranty is supposed to repay up to $250. The first time the phone was dropped the screen shattered. We called to file a claim (#************) and was told the phone can be taken anywhere to be repaired, just get the receipt and send InstaProtek a copy, for repayment. Once the receipt copy was sent, we never got a response. Called them and they said they needed an intake form; this was never asked for originally while filing the claim. Batteries Plus where the phone was repaired, had given me a handwritten form when they received the phone. InstaProtek doesn't want to honor this form. Batteries Plus says because the phone is not in their system that is the only form they have. We asked them to call and speak with Batteries Plus directly, but I believe they are refusing to do this. Instaprotek will not respond to emails. While asking to speak to a supervisor we are told they will return our call, which never happens. It seems many other people are having the same issues with this company. I believe they are scamming people out of their money with a faulty product and no intent to honor the repair cost. We just want the $108 dollars we paid out of pocket for repairs to be refunded as the warranty states.

  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.