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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:12/06/2023

    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 filed a claim with them on 10/08/23. My liquid glass on my phone had shattered. My phone was approved for repair on 10/09/23. Reimbursement review was on 10/13/23. I was approved for reimbursement on 10/18/23. I asked for my money in form of a check , for $100.00 . I've called numerous times only to get excuses. I called today 12/06/23, and they said I'd get my money faster if i give them my checking account info. I am not giving that out. She then told me she would put it at the top the the list to be paid since its from October. Can you please help ?

    Business Response

    Date: 12/14/2023

    Hello *******,

    On behalf of the instaProtek team, we are sorry for the inconvenience in not receiving your reimbursement check. However, I did speak with our customer service group and they will have your reimbursement check processed and mailed to you by end of this week. Again, we apologize for the inconvenience this has caused you. Let us know if you have any questions.

    Thank you,

    ***** High

    Customer Answer

    Date: 01/05/2024


    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:12/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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 successfully registered my device and received a message the device is covered until August of ****. The company refused to issue a claim for the screen to be replaced.

  • Initial Complaint

    Date:12/05/2023

    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.
    Was told to register phone through instaprotek and had to use the service to get screen fixed. It's been over 3 months and waiting on reimbursement.

    Business Response

    Date: 12/14/2023

    Hello ***,

    On behalf of the instaProtek team, we are sorry for your inconvenience in not receiving your claim reimbursement. However, after speaking with our customer service group they shared that the delay is due to not receiving your preferred payment method. Someone will be reaching out to you before the end of this week to confirm your payment method and then process the reimbursement. Let us know if you have any questions.

    Thank you,

    ***** High

  • Initial Complaint

    Date:12/04/2023

    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 for a replacement Simple Tempered Glass screen protector for my iPhone 15 Pro *** on Nov 13. This was the 2nd claim. The first claim was not acknowledged by instaprotek even though they deducted the shipping fee. The shipping fee was returned 2 weeks later. The current claim has not been satisfied and remains open. I called the number listed on the BBB site on Nov 30 and was assured Id get a call or email that day with status. No call or email was received. Today I tried again and the answering recording has changed and does not offer options, just puts you on hold.

    Business Response

    Date: 12/08/2023

    Hello ****,

    I am following up regarding the delay of your replacement tempered glass screen protector. We are sorry for the inconvenience this has caused you. After speaking with our call center team yesterday, you should be receiving your replacement any day as it has been shipped. We will follow-up with you on Monday December 11th to confirm that it arrived.

    Again, sorry for the inconvenience this has caused.

    Regards,

    *****

  • Initial Complaint

    Date:12/04/2023

    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 glass cover for phone, with guarantee from Intaprotek it would be covered for $200. Did all necessary paperwork, filed claim July 19, 2023 bought screen protector January 21, 2023, no money sent. contacted many times I get the run around. they say check was sent end of October no check so far. I see many claims against instaprotek. what a scam, glass breaks no protection on phone. claim number is ************* , I have screen shot pictures of claim. Just want my $200 instaprotek guaranteed me.

    Business Response

    Date: 12/08/2023

    Hello *****,

    On behalf of instaProtek, we apologize for the delay in receiving your reimbursement request. I spoke with our customer service group yesterday and they will contact you on Monday December 11th regarding your outstanding check. If has not arrived, we will issue another check or reimburse you through an electronic payment option.

    Again, we are sorry for the inconvenience this has caused. 

    Regards,

    ***** High

  • Initial Complaint

    Date:12/03/2023

    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 a liquid screen protector from ******* on 7/26/23. I was not told any information about registering the product or that the product would ruin my screen if it did not do the job it promised. The company advertises it is the leader in screen protectors and it is the strongest screen protector on the market, guaranteed to protect my screen for a year or the company would pay to have my screen fixed. I registered my product in October of 2023 just over 2 months later. I provided all the necessary documentation such as receipt, picture to prove my screen was not cracked at that time, etc. In November, just over 3 months after I purchased the product I experienced a crack starting at the very edge of my phone. I had not dropped it but it started out as a very thin crack and has been getting worse and worse. When I reached out to the support team I was not eligible to file a claim because my registration was submitted later than their 30 day policy. I wish I would have read reviews before because it seems this company sells a faulty product and then refuses to pay up when people come to collect. I dont know why phone companies are supporting this scam of a company.

    Business Response

    Date: 12/08/2023

    Hello *****,

    After speaking with our customer service team they did confirm that your claim was denied because your registration was outside of the 30-day registration period. The policy is clearly stated on the Simple liquid glass packaging and in the program terms and conditions which are written by insurance underwriters. In order to run a sustainable program we must adhere to the program guidelines and requirements that were structured by our underwriters. 

    That said, our records show that your liquid glass product was purchased July 26, and was registered Oct 15. 

    Regards,

    ***** High

  • Initial Complaint

    Date:11/29/2023

    Type:Billing 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.
    InstaProtek does not reimburse even with approval claiming "bank issues." I have had approval since October 18th and they have not been able to pay yet.

    Business Response

    Date: 12/04/2023

    Hello ****,

    On behalf of instaProtek, we are sorry for the inconvenience of not receiving your claim reimbursement sooner. There was an issue with our electronic payment system. However, I spoke with our finance group on Friday and they processed your claim manually through our bank. You will receive payment this week via ACH. Please let us know if you have any questions.

    again, sorry for the delay.

    Sincerely,

    ***** High

  • Initial Complaint

    Date:11/13/2023

    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 October 23, I filed a claim For reimbursement on a product. I had purchased the liquid protector for my iPhone and when my screen broke I filed the claim. The company has been giving me a runaround and will not reimburse me.

    Business Response

    Date: 11/14/2023

    Hello *******,

    On behalf of instaProtek, we apologize for the delay in receiving your claim reimbursement of $99. I spoke with our finance department and they confirmed that your electronic reimbursement was sent today around 3pm ET today 11/14. You should receive it in your bank account within ***** hours. Let me know if you have any questions.

    Again, we apologize for the inconvenience. 

    Sincerely,

    ***** High

  • Initial Complaint

    Date:10/24/2023

    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 for a broken screen and because I had to go get my screen fixed before submitting a claim because my phone was broken to an extent of not working they said my warranty was voided and I wouldnt be getting my $200 refund. Nothing in there terms says anything about that and I even have the receipt of me getting it fixed.

    Business Response

    Date: 10/27/2023

    Hello *******,

    On behalf of instaProtek, we understand you are frustrated regarding a damaged screen on your device. However, our terms and conditions clearly states that repairs must be approved before claim approval along with photos of the damaged screen. Below is the exact language in our current terms and conditions:

    "You must submit photos of your broken screen and obtain
    approval of your Claim prior to having your device repaired."

    Your claim was denied for not providing either requirement.

    Regards,

    ***** High

  • Initial Complaint

    Date:10/19/2023

    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 a product - a tempered glass protector for an iPhone 15 ********* from an authorized ******* seller and registered it within days of purchase as Instaprotek's instructions require. I dropped the phone and the tempered glass protector cracked. Naturally, I filed a claim that night - Sunday. When I filed the complaint, I was charged $9.99 for shipping and handling of the replacement. My bank account was debited immediately.I called Monday morning to find out about the status of the claim and was told that it would be reviewed and I would be contacted within the hour by email or telephone with information regarding tracking information for my replacement. I allowed the day to pass. I called Tuesday; the person I spoke with was apologetic, stated that they would call me back within the hour with the shipping information.I called Thursday, allowing much more time than necessary, and was told that my name was at the top of the list and that I would be emailed within the hour with the tracking information of my replacement.I have yet to receive a single email. I have yet to receive a single phone call. I am told the exact same thing no matter how many times I call. My bank account was debited immediately, however, the company will ship the desired product if/when they get around to it. This is unacceptable and is not the way business is done.Had I not been told several times that the resolution was imminent and had I not been required to pay the $10 s/h fee up front, I may not have been so quick to file a complaint, however, after reading the complaints here and across the internet, this is NOT something new with this company. All I want is my replacement with which I am entitled. I purchased the original product with the promise of warranty and quick resolution. I have been lied to and ignored. I did my part; they should do theirs.

    Business Response

    Date: 10/24/2023

    Hello ***,

     

    On behalf of instaProtek, we apologize for the delay in shipping your replacement screen protector. However, I did confirm that it was shipped last Thursday 10/19, and you should be receiving any day. Let us know if you have any further questions. 

    Sincerely,

    ***** High

instaProtek LLC is NOT a BBB Accredited Business.

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