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Business Profile

Warranty Plans

instaProtek LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Warranty Plans.

Complaints

Customer Complaints Summary

  • 131 total complaints in the last 3 years.
  • 27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 this product at ******* where they applied the liquid glass on a brand new phone I took out of the box for the first time while I was at the store. I told them I really needed and wanted to protect my phone and this was their recommendation. I was told if it breaks, it'll be covered. The receipt didn't say anything about registering the product further. Within 2 weeks I dropped my phone once and it completely shattered. I took the phone in and ******* said I needed to register it through the company and submit thru them. I tried to register it but I was declined because they require the device to not be broken despite the fact that phone was brand new when ******* put the product on.This was misleading and falsely represented

    Business Response

    Date: 01/12/2024

    Hello *****,

    I am following up regarding your complaint and understand that you are frustrated. However, our product guarantee program terms and conditions clearly state that the product must be registered in the first 30 days and that the screen is fully intact. Your claim was denied because your phone's screen was broken. I am not sure why the representative in the ******* store did not explain the registration process. That said, I will reach out to the ******* store on your behalf. We will follow-up with you afterwards to provide next steps on this situation. 

    Sorry for the inconvenience this may have caused.

    Regards,

    ***** High

  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 after being told it had lifetime warranty. After not even 5 days of having it on my phone it cracked. Thankfully it was just the protector and not my phone. I thought no big deal thats what its there for. I put the claim in on December 7th. Money was taken out of my account on December 7th. After almost 4 weeks of being run around and being told they dont have any new information from their shipping department but it should be shipped out this week for the last two weeks I am officially done with this company. I talked to Nin every time I called which is kind of strange seeing as how most businesses have more than one person answer the phone. I truly think this company is a scam. Buyer beware.

    Customer Answer

    Date: 01/11/2024


    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:12/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 this simple liquid glass about a year ago from a ************** store. Who puts this screen on before even handing over your new phone and says its included in the price so you never see any of it. I was given no box or anything. I was told this was a lifetime warranty for my screen if it ever cracked. Recently my phone screen cracked so I called the store and they said to contact you guys to get it fixed. You guys then told me I had to register the screen. I was given nothing to be able to register it not even a company name or anything of that nature. I was just told it was included in my new phone purchase they marked up and life time warranty. And sent about my day. This is a scam. How could I register it when I didnt get any package or documents regarding this from ********* I would like my phone fixed or a refund for the liquid screen that doesnt work. I have been used and scammed. This is not right

    Business Response

    Date: 01/03/2024

    Hello ******,

    On behalf of the instaProtek, we sorry for the inconvenience caused to you regarding your Simple Liquid Glass claim request. However, after reviewing your situation with our customer support team we do not have any record of your product or device being registered. After reading your complaint, as a next step, I will reach out to Victra today to discuss your situation. Someone from our customer support team will then follow-up before end of week. 

    Again, sorry for the inconvenience. 

    Regards,

    ***** High

    Customer Answer

    Date: 03/24/2024

    I was promised a call back from you guys regarding the issue of never being told I had to register and being lied to saying its lifetime warranty for the huge fee I paid. Yet a month later you never had anyone call me

  • Initial Complaint

    Date:12/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Bought the screen protector the day I bought my phone. Had a cracked screen after dropping phone once. I submitted photos of fixed screen for reimbursement and 3 days later the claim was closed with no explanation of anything. They only allow for 1 claim and there is no where to open a second. There's no customer service number and they are not responding to my emails.

    Business Response

    Date: 12/21/2023

    Hello ****,

    I am following up on your original denied claim. Based on the Simple Liquid Glass terms and conditions, the claims process requirements were not met. However, after reviewing your claim further, we are making an exception and will validate and process your claim. A customer support team member will be reaching out to you this week to confirm your method of payment for reimbursement. Let us know if you have any questions or concerns. 

    Thank you,

    ***** High

    Customer Answer

    Date: 12/21/2023


    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,

    **** K

     

  • Initial Complaint

    Date:12/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 submitted a claim on 11.2.23 7:17 p.m. and was approved for repair on 11.8.23 11:05 am. All of the requested documentation was submitted on this day and the claim status has been on hold since then. I did my part and have not received my reimbursement of $250.

    Business Response

    Date: 12/27/2023

    Hello ****,

    On behalf of the instaProtek team, we apologize for the inconvenience caused by the delay with your claim reimbursement payment. However, I was able to confirm that your electronic payment will be processed tomorrow (December 28th) and will be in your account within 48 hours or less. Let us know if you have any other questions or concerns.

    Again, we are sorry the delay in processing your reimbursement.

     

    Sincerely,

    ***** High

  • Initial Complaint

    Date:12/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 this screen protector from **** and filed my claim and got approved for the $200 reimbursement And every time I talk to them, they say I'll get my money this week. And every single time I don't get anything and when I try to call The customer service it says they're closed and you can't find any customer service hours anywhere. All I want is my reimbursement for my phone repair.

    Business Response

    Date: 12/21/2023

    Hello ******,

    Sorry for the delay in your claim payment. However, after speaking with our customer service team, they shared that your claim reimbursement was paid on 12/18. Let us know if you have any other questions or concerns.

    Thankyou,

    ***** High

  • Initial Complaint

    Date:12/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Oct 21st 2022 at 03:35 PM I purchased instaprotek $200 to cover my s22 Ultra, the screen cracked and on Oct 21st 2023 at 02:18 PM I emailed them trying to claim my warranty. They advertise 1 year warranty but want to claim that my warranty was expired. I think it is pretty clear that my claim came within 1 year from purchase.

    Business Response

    Date: 12/14/2023

    Hello ******,

    Following up regarding your claim being denied by instaProtek due to plan expiration. according to our records your plan did expire by one day. However, given the fact that it was only expired by one day, we are willing to make an exception and pay your reimbursement amount. Someone from our customer service group will be reaching out to you before the end of this week to ask for your preferred payment method and then complete your reimbursement accordingly. Let us know if you have any questions.

    Thank you,

    ***** High

  • Initial Complaint

    Date:12/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 screen protector at the **** Store. The employee at the store put the screen protector on the phone.We registered the phone with instaprotek.My son dropped his phone & the screen broke. We opened a claim. & Took the phone to be repaired.I uploaded the receipt to the website on Sept 7, 2023. We had until Sept 13, 2023 to upload the receipt. The app screen changed to "reviewing the receipt" & that they may contact the company who fixed the phone. It is now Dec 11, 2023. I contacted customer support to find out what was going on with payment of my claim.They are now claiming the receipt was not uploaded even though I have proof from their app that the receipt was updated I followed all of their claim rules & would like to be reimbursed as stated by their warranty.Thank you

    Business Response

    Date: 12/21/2023

    Hello *******,

    Sorry for the delay in receiving your claim reimbursement. I spoke with our customer service team yesterday and they are waiting for your selected payment method in order to process and send your claim reimbursement. I have asked someone from our team to contact you this week. However, feel free to contact customer support at your earliest convenience as well to let us know your selected reimbursement payment method. Let us know if you have any questions.

    Thank you,

    ***** High

  • Initial Complaint

    Date:12/08/2023

    Type:Product Issues
    Status:
    Answered
    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 submitted a claim for a broken screen on 11/12/2023 through the app. It has been almost a month and the claim is still sitting in initial review. Cant contact anyone.

    Business Response

    Date: 12/21/2023

    Hello ******,

    Sorry for the delay in completing your claim. However, after speaking with our customer service team, they are waiting for you to provide a receipt of your screen repair from the repair store. Someone from our team will reaching out to you this week. Feel free to contact us at your earliest convenience as well.

    Thank you,

    ***** High

  • Initial Complaint

    Date:12/06/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 my phone in May of this year and had the liquid glass protection put on it. I dropped my phone October 13th and followed all their steps for filing a claim. I submitted the final required documents, including receipt from the repair store on October 19th and have yet been approved for reimbursement. I have reached out to customer support twice with no resolution yet. They keep saying they are waiting for validation from the repair store and I even gave them the number to the repair store, which they already had as it was on the receipt. I feel this is just another ploy they use to keep from reimbursing anyone. They have all the necessary and required documents along with the pictures of the broken screen for proof, this should be all they need.

    Business Response

    Date: 12/11/2023

    Hello *******,

    On behalf of the instaProtek team, we are sorry for the delay in not receiving your claim reimbursement. After speaking with our customer service department today (12/11), I was able to confirm that your claim reimbursement will be paid today (12/11) via ACH.

    Again, sorry for the inconvenience. Please let us know if you have any questions or concerns.

    Thank you,

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

    Customer Answer

    Date: 12/16/2023


    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,

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

     

instaProtek LLC is NOT a BBB Accredited Business.

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