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:07/20/2023

  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 have a warranty for my ******* Galaxy screen through Instaprotek. I cracked the screen, filed a claim and it was subsequently approved in October 2022. I never received a check so I contacted them in December. They apologized for the delay and said that they can't get a response from their reimbursement team and they could wire the money if I gave them my checking account number. I am not comfortable giving out my account number so I told them I would wait for the check. By March 2023 I had still not received a check and contacted them again. Got no response that time. I've contacted them again this month. No response yet. It is almost a year now and no check still. Ridiculous really. Will never do business with this company and I recommend you don't either.

  Business Response

  Date: 07/28/2023

  Hello *****,

  On behalf of InstaProtek, i apologize for the delay and inconvenience for not receiving your claim reimbursement in a timely manner. However, according to our customer service team, your claim was paid on April 5th and the check cleared our bank on April 18th. Let me know if you have any questions.

  Sincerely,

  ***** High

  Customer Answer

  Date: 07/29/2023

  
  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:07/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 about June 30th 2023 while working I dropped my phone and the screen cracked. Prior to that no other issues I upgraded my phone Oct 2022 and was sold a instaProtek screen protector for $64 and was guaranteed that if anything was to happen within the year with the screen that I would be offered reimbursement. Well here we are and they are giving me an extreme hard time telling me I didn't pay. Calling around to verify info and etc. I got my phone fixed July 7th ****************************************************************** I didn't pay. This company is a scam and I expect a full refund and I won't stop until I get it. They should be shutdown for false advertisement

• Initial Complaint

  Date:07/12/2023

  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 have a crack on the bottom left of my cell. I called at 12am est on 7/12/23 spoke to ***** was no help. I need to know how to get my cell phone fixed or replaced asap & get my money back for an insurance claim. I will be filing a complaint or bbb report on this company. They are not adhering to covering these costs $200 as they said they would & their agents are no help. Then, I ordered the wrong glass clover for $8.99 & they are not helping me to get my money back for the wrong case or replace it at all. So Ill go through my bank to get my money back.

  Business Response

  Date: 07/12/2023

  Hello *****

  After speaking with the InstaProtek customer service team today they shared that your claim has been approved. According to our program terms and conditions the next step is to get your device's screen repaired by a local repair location. Once repaired, send a copy of the repair receipt through the InstaProtek app. After the receipt is validated a reimbursement will be sent to you through ACH, Paypal or check. As of today we have not received *********** receipt. Let me know if you have any questions.

  Thanks,

  ***** High

• Initial Complaint

  Date:07/11/2023

  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 broke my screen that was protected with liquid glass from instaProtek on 6/6/2023. I had my screen repaired and documentation submitted on 6/8/23. My claim was approved for reimbursement on 6/24/23 after many emails inquiring about the status. On 6/24/23 I was told via e-mail that my check would be mailed to the address on file. On 7/5/2023 I reached out regarding an update of the check and when I could receive it. I was told they were working on it and would send me an update. On 7/6/23 I spoke with InstaProtek on the phone and was told they could do a ACH transfer and that would be completed within ***** hours. On 7/10/23 I called back because I had not received the transfer. I was told it would happen within 24 hours. On 7/11/23 I called back again because the transfer was not completed and was told they had followed up with the reimbursement department and my case was top priority and would be completed on 7/11/23. On the evening of 7/11/23 I called back again and was told they would reach out again and that they promised my transfer would be completed soon. I asked to speak with a manager and was told they couldnt transfer me but could set up a call within the hour, which I never received. I am disappointed in the service I received and would like my reimbursement.

  Business Response

  Date: 07/12/2023

  Hi *******,

  On behalf of InstaProtek, we are sorry for the delay and inconvenience caused by not receiving your reimbursement in a timeliar manner. However, I did speak with our customer service team today and they confirmed that your reimbursement was transferred to your account. Again, we apologize for inconvenience.

  Sincerely,

  ***** High

  Customer Answer

  Date: 07/12/2023

  
  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,
  
  Jillian Roof
  
   
  

• Initial Complaint

  Date:07/06/2023

  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 the liquid glass screen protector when I purchased my phone at ******** in December 2021. They also applied it for me that day. I filed a claim back in October 2022. I submitted all proof of repair. I had $250 of coverage. I sent the receipt to price I paid over $400 for the repair. I received an email in February asking to verify the address of the repair shop, 4 months later. I have heard nothing since and have sent several messages asking for an update on my claim. I have reached out through their app and via email.

  Business Response

  Date: 07/07/2023

  Hi Ms. ******************* behalf of the InstaProtek, we are for the delay and inconvenience in receiving your product guarantee reimbursement. However, as you are aware, ***** from our customer service team was able to connect with you yesterday and complete the$250 reimbursement payment via PayPal. 

  Again, we are sorry for the inconvenience. Please let me know if you have any questions.

  Sincerely,

  ***** High

• Initial Complaint

  Date:07/03/2023

  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 October 2022, i bought instaprotek through Tmobile and my screen broke in March 2023 and i filed a claim on March 7th. I received the confirming email for repair on March 10th and i repaired my phone on May 6th 2023. I emailed to ask if a gap between the approval for repair and actual repair effected anything and i was told we will be happy to wait. Just let us know when you have it repaired. I sent all documentation over on May 7th and was told to get another document with my **** # because best buy went by serial number. Best buy couldnt change their documentation so i took a screenshot of my phone information including both the **** # and Serial #. I was told im going through the validation process that takes **** business days on May 12th. I reached back out on June 14th(month later) and they asked me for another receipt again. I resent ALL my documentation that best buy gave me again and told them to please reach out to best buy to confirm. I received another email saying im going through the validation process AGAIN on June 14th. Ive also been calling and keep being told that Im in a validation process since May 12th but they just reflected my claim to June 27th which is a lie. Ive been waiting since May and keep getting told Ill get my refund by the end of this week. When i tell them its a lie and that Ive been told that multiple of times, i get hung up on I keep calling and keep getting told the same thing. Its going into 4 months dealing with this problem that shouldve taken no more than a month and a half according to THEIR instructions. During one call, i was asked for a screenshot of my phone information including my **** number and serial number which i had already done a month ago i told the personal that and of course their response was that im in the validation process that it will take **** days. NO SOLUTION to anything. BAD customer service. NO help. My repair came up to $329 with tax. I want my promised $250 reimbursement.

  Business Response

  Date: 07/05/2023

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

  On behalf of InstaProtek, we are sorry for the delay and inconvenience by not receiving your product guarantee reimbursement in a timelier manner. However, I did receive an email from our call center team stating they were able to complete your payment today via PayPal and your claim is now closed.

  Again, sorry for the delay.

  Sincerely,

  ***** High

   

  Customer Answer

  Date: 07/05/2023

  
  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:06/18/2023

  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 bought and paid for this liquid glass "screen protector" by instaprotek when I got my new Galaxy s22 Ultra which was 11-11-22.. They guaranteed up to $200 reimbursement for screen repair or replacment if my phone screen cracked... well it cracked and I filed my claim on 4-8-23... it cost me $250 to get a replacement phone sent to me... So I sent in all information I was asked to send in and was told it would take up to 5 weeks to complete the claim and get my reimbursement check.. Now here we are 6-18-23 and I'm still waiting for my check... ive reached out 5-14-23 asking what's going on with my claim and was told on 5-16-23 they needed a clearer photo of my purchase receipt.... why wasnt i notified about this immediately and why did it take me reaching out to them to find out at all??? So i sent in the info they asked for... Then on 6-1-24 i reached out again asking whats going on with my reimbursement and this is exactly what i was told 6-2-23 "We are still awaiting the scheduling of your check as our reimbursement team processes your check right now. I'll send them a follow-up email today, and as soon as we have their responses, I'll get in touch with you." Never heard a thing from anyone.... So then on 6-15-23 I reached out a third time expressing my displeasure with this terrible service and asking about my reimbursement check again... On 6-18-23 I finally get a reply and this is exactly what I was told... "I understand where you're coming from, ******. As much as I would like to give you an exact date as to when your check will be sent. Once I receive a notification from the reimbursement team, I will let you know immediately. I will make sure that this will be taken care of as soon as possible" I feel like I'm just getting the run around by these guys and I'm so tired of it... Just follow thru with what you say and everyone will be happier...

  Business Response

  Date: 06/22/2023

  ******************,

  InstaProtek is sorry for the delay and inconvenience in receiving your reimbursement payment. To provide an update, today (June 22, 2023) I received confirmation that your reimbursement check has been completed and you should receive it within 5-7 business days via ***** Let us know if you have any questions.

  Again, please accept our apology for the delay in processing your claim.

  Sincerely,

  ***** High

• Initial Complaint

  Date:06/13/2023

  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 filed a claim in March of 2023. After submitting everything required to prove I repaired my device I was approved for reimbursement for $200 although it cost me more than that to have it fixed. It is now June 13 and have not gotten my money back. I have contacted them several times: first they said it would take a few weeks for the reimbursement; then they said they had an issue with their ability to send a check and that if we have a PayPal account they will send ** the money through them. We did provided the account information and almost two weeks has passed and we are still waiting. I am starting to fear that they are a scam and won't follow through with their word. I will create a complain with ******* too since they were the ones that offered me InstaProtek product, which broke two days later after my purcharse, and apparently they are not *****************. Very disappointed!

  Business Response

  Date: 06/15/2023

  Dear ********************, 

  We apologize for the delay and inconvenience for not receiving *********** reimbursement. However, I was notified yesterday that our customer service team reached out to you and successfully reimbursed you through PayPal. 

  Again, on behalf of the InstaProtek team, we are very sorry for your inconvenience. 

  Sincerely,

  ***** High

  Customer Answer

  Date: 06/19/2023

  
  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:06/08/2023

  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 thier product late last year soley because they backed it up with a $200 guarantee. The promise was if your screen cracks with our product we will refund up ********************************** repairs. I cracked my screen on 12/8/22, and immediately filed a claim. I spent 100 dollars on my insurance to have it replaced. I sent the information for the replacement as well as the receipt of said replacement. They promptly approved my claim and said I would be mailed a check in 2 to 4 weeks. I reached out to them in April of 23 because I had not received a check. The response I received was that they were behind but are working on it still. Now 6 months after my approved claim I still have yet to be paid.

  Business Response

  Date: 06/13/2023

  **********************, we are sorry for the long delay in receiving your $100 reimbursement. As of yesterday, June 12, 2023, I was able to confirm that your reimbursement check has been completed and has been mailed to you. It should arrive by next week. Again, we apologize for your inconvenience. 

  Customer Answer

  Date: 06/13/2023

  
  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:06/08/2023

  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.

  Hello,On April 24, 2023 I unforgettable broke my phone screen. I immediately contacted intaprortek via phone and spoke with *******Emailed the pictures of the phone and all information that he requested. My phone was fixed April 26, 2023 at an authorized repair facility. I submitted all information including the receipt for the repair.Also on April 26, 2023 I recieved conformation via email that my reimbursement was approved my check would be sent out in 3-4 weeks.I did not recieve a check. I emailed them regarding this on May 23, 2023 and they responded they are trying to get my reimbursement settled.I have since heard nothing from them. I would like my reimbursement please.

  Business Response

  Date: 06/12/2023

  Upon further review an InstaProtek customer service  representative connected  with ************** on Friday June 10, 2023 and reimbursed her through PayPal. ****************** claim is now closed. Please let us know if there are any other questions. Thank you.