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:06/07/2023

  Type:Order 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.

  It has been so long I don't have any docs. My complaint is that they now are saying they are going to pay my claim and i am to go to their app to tell them how to pay. Either paypal or something else. No where in the App does this appear. They are just trying to cover the .... and say they will pay but no way to them how.

  Business Response

  Date: 06/08/2023

  Upon further review to ************************** Product Guarantee account, he was reimbursed $100 for his claim on June 25, 2022 through ********** bill pay. Please let us know if there are any other questions or response's needed. 

• Initial Complaint

  Date:05/23/2023

  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 filed a claim in march of 2023. After submitting everything required to prove I repaired my device I was approved for reimbursement for $200 of the $350 I paid to have it fixed. That is the guarantee of the product. It is now may 23rd. After several phone calls, emails and excuses I still have not received my reimbursement. This company is a scam and doesnt follow through with their word.

  Business Response

  Date: 05/25/2023

  ********************* was reimbursed for her claim via ACH payment on 5/23/2023. 

• Initial Complaint

  Date:05/19/2023

  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 am ***************************** grandmother and guardian. December 14, 2022 she filed a claim (#*************) with Instaprotec to have her phone screen repaired and they approved the repairs. February 16, 2023 they finally agreed that they had all the necessary paperwork and would process the claim that would take **** days then another 3-4 weeks to have the check sent. April 11, 2023 they sent the claim to be expedited. April 21, 2023 it was sent the highest of management and as of May 5, 2023 there was still no response. As of today we have not received payment.Attached are copies of the emails between Instaprotec and *****.

  Business Response

  Date: 05/25/2023

  The reimbursement check has been mailed to ************************* and should arrive within the next 5 days.

• Initial Complaint

  Date:05/09/2023

  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.

  Last year I purchased a new Pixel 6a phone. The sale person convinced me to spend $55 on a liquid glass screen protector that included a $200 instaProtek (screen replacement) Protection Plan. Well, my screen cracked within the Protection Plan warranty period.I contacted instaProtek and they provided instructions on how to file a claim. I sent instaProtek a screenshot of the cracked screen with all required information on Oct 07, 2022. instaProtek responded immediately stating "We are sending this email as an acknowledgment that we received the photo of your broken screen, and your claim is now approved for repair".Following instaProtek instructions for getting the phone screen replaced I submitted the repair receipt and all required information to instaProtek on Oct 25, 2022. instaProtek responded on Oct 28, 2022 stating "We are sending this email to acknowledge that we have received your repair receipt. Our team will now proceed with validating the receipt, which might take 714 business days. Once validated, this will then be forwarded to our claims team for reimbursement, which might take around 34 weeks. You will be informed via automated email of the progression of your claim". instaProtek never responded with any claim reimbursement updates.I have contacted instaProtek numerous times over these past many months via phone call and email asking why my claim has never been paid. Every time I received an email response as follows "We sincerely apologize for the negative experience that you had to go through. We acknowledge that we are overdue on claim payments due to unforeseen circumstances, but you will be paid. Our refund team encountered an issue with check payments, which they are now working on. I've sent a follow-up request to the reimbursement team about your claim, and I'll let you know when I hear back".Well, today is May 08, 2023 and guess what.... THE CHECK IS STILL NOT IN THE MAIL. Buyer beware....instaProtek IS A SCAM.Thank you

  Business Response

  Date: 05/16/2023

  Hi ******,

  Your claim and check will be processed and mailed early next week.  If you'd like to receie by electronic payment (Paypal) please email ***** at ******************************** to provide your information.  Sorry for the delay.

  Thanks

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

  Customer Answer

  Date: 05/22/2023

  I will not accept closure of this issues until IntaProtek finally makes good on their promise to cover the ($200) cost of my Pixel6a smartphone replacement screen.

  A representative from intsaProtek contacted me (via phone) on May 15, 2023 and stated, once again, that they would be sending a check for the $200 coverage as promised. The representative stated I would be receiving email updates of the payment processing. I have heard nothing since.

  This is the fourth time since I filed my claim in October of 2022 that I have been in contacted with instaProtek concerning this issue. Each time the representative apologized for the delay, promised instaProtek would quickly make good on their payment, indicates I would be receiving email follow *** regarding the processing, and then crickets, nothing!

  If instaProtek is not going to make good on their promises it should just say so.

  Business Response

  Date: 05/23/2023

  Hi ******,

  Sorry for the delay, but the check is in route.  These were mailed last week on 5-18-23.  You should receive anyday.

   

  Thanks

   

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

  Customer Answer

  Date: 05/23/2023

  I have been waiting for instaProtek to fulfill their promise since October 2022.

  I have heard instaProtek claim "the checks in the mails" numerous times since October 2022.

  I will believe it when I see.

  Sorry to be so *****........but this is no way to run a business. Customers, and customer experiences, are your most important assets.

  I'm thankful for the BBB website as I now know I am one of many customers who have had this same experience with instaProtek,

• Initial Complaint

  Date:04/21/2023

  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 purchased a liquid glass screen protector from this company and registered it properly. The screen cracked so I had it replaced. Filed an appropriate claim and it was received and processed on January 17th. I reached back out on February 11th because I had not received confirmation that my claim was actually being accepted for payment. They confirmed it was approved for reimbursement on February 12th. I have since reached out multiple times. They have apologized and told me I was being moved to the top of the list. I have already purchased another to protect my new screen, but after being left with no answers or reimbursement for nearly four months, I regret purchasing another. All I would like is the $200 they guaranteed. Will not be purchasing from this company again.

  Business Response

  Date: 04/27/2023

  Hi ****,

  I apologize for the delay in getting your reimbursement out.  Sounds like our team sent the reimbursement via Paypal on 4-27-23.  

  If you have any further questions please let me know

  Thanks

   

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

  Customer Answer

  Date: 05/02/2023

  
  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:04/17/2023

  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.

  In November 2021 I purchased a screen protector from Instaprotek and filed the claim on June 6,2022 and immediately sent over pics of broken screen phone and purchase receipt that paid to fix my phone. They replied on June 7, 2022 quickly requesting a picture of repair receipt . On February 17,2023 I sent over repair receipt as i was unable to take the phone to repair due to the lack of funds.On the same day they replied stating they received everything they needed. On Mar 3,2023 , I received an email stating they still needed the device, make & model ; again this would be a second time requesting it when I already had sent it over. On March 15,2023 I received another email from them stating the reimbursement check needed one last requirement for them to send my reimbursement check. They needed copies sent again of purchased product receipts. On that same day I emailed the purchase receipts to them once more. On March 16th, 2023 I emailed them requesting a status update; didnt get a response back till March 21,2023 stating reimbursement has been approved and thats it. March 28,2023 I emailed them once again requesting when check will be mailed out and they answered that there was a delay with the reimbursement They stated also that they would do follow up with reimbursement department regarding my claim. On April 4,2023 and April 12, 2023 we kept going back and forth and they kept apologizing about delay and would follow up and requesting address and not heard from them ever since. My claim number is *************.

  Business Response

  Date: 04/18/2023

  Hi ******,

  I apologize for the delay.  Your check is scheduled to be processed and mailed next week.  Any questions please let me know

  Thanks

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

• Initial Complaint

  Date:04/04/2023

  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.

  In January 2022, we purchased screen protection for a ****** Pixel 5a at a ******* store. We registered our insurance correctly with instaprotek in that same month. Fast forward to December 2022, the screen cracked, and we took it to a ubreakifix location for the repair. We paid for the repair after talking to support at instaprotek. We sent a copy of the receipt to them. NOTE: I have email correspondence with their support staff to verify my timeline and information. It took from December 21, 2022 to February 7, 2023 for my claim to be approved for reimbursement. The next step is waiting for check release, this took from February 7, 2023 to March 15, 2023. On March 15th, I was told that my check was confirmed to be in the next batch release and I would get an email notification once the check has been sent. Today, April 4th I have not received an email notification. It is a shame that I need to file a complaint considering I am approved and waiting for my $200 check according to Instaprotek, but how long do I wait for a check. This whole process has been very frustrating.

  Business Response

  Date: 04/05/2023

  Hi ****,

  Would you be able to send us more information, like your policy number?  I see one account but with a different address, email and phone number.

   

  Thanks

   

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

• Initial Complaint

  Date:03/27/2023

  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 purchased a liquid screen protector from Instaprotek which was good for one year, within that year my screen broke and I filed the claim # *************. I did what was required and paid to have the screen replaced and submitted the paperwork for reimbursement,. I was told it was processed, approved and to the check would be sent within 3-6 weeks. 4 1/2 months later I still have not received the reimbursement and when I called to check they offered to wire the money within 24 hours if I provided my bank account information. I did provide the information 24 hours later I received a call informing me that a check was being sent by mail. I am highly upset that these people are requesting banking information under false pretense. I feel as if I was scammed. And as of today I still have not received reimbursement

  Business Response

  Date: 04/04/2023

  Hi ********,

   

  Sorry for the delay in getting your reimbursement check to you.  This will be processed and mailed this week.  You should receive sometime next week.

   

  Thanks

   

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

  Customer Answer

  Date: 04/08/2023

  
  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:03/25/2023

  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.

  Few month ago I bought new phone and representative of ******* recommended to buy instaprotek liquid protection for screen. That product was applied and I made registration in their app. Instaprotek assures customers that they will pay $200 back if screen will be broken (12 months guarantee). So few months later screen on my phone was broken. I submitted claim to instaprotek and did everything as they instructed. It wax donce Jan 25th, 2023. They approved claim and confirmed that I can repair screen and they will pay in about 6 weeks. 7 weeks later i sent them email asking status of my case. They reply: "Your claim is now approved and awaiting check release. However, if you prefer, we have an alternative to get your reimbursement processed faster. Let me know if this interests you so we can call you and discuss this further." I said that I'm not interested in alternative way and waiting for my check. I started to ask status every other day and they are just telling me the same nonsense that they didn't get update from the reimbursement team. I really don't think they have reimbursement team. It looks like this company is scammer. It is really a big surprise that such companies like ******* sell (and recommend) instaprotek products.Thank you.I attached screenshots or emails, and receipt from repair company, together with enrollment receipt with instaprotek.

  Business Response

  Date: 04/04/2023

  Hi *********,

   

  Sorry for the delay in getting your reimbursement check.  Our team is processing and mailing your check this week.  You should receive sometime next week

   

  Thanks

   

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

  Customer Answer

  Date: 04/08/2023

  
  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. I will let you know next week if check was received.  Thank you!

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

  
  

• Initial Complaint

  Date:03/21/2023

  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 filed a claim with instaProtek around 12/9/22. Once they gave me the ok to have it repaired, I followed through with all of the steps that they required from pictures to receipts and emailed everything to them. Once they had everything, I was in form that it would take a couple weeks to process and then 4 to 6 weeks to get the reimbursement of part of the cost to have the screen repaired just as they advised on the registration as you registered your items after buying their liquid screen protector. Several weeks past by and I noticed I never heard back from instaProtek, so I email them asking for updates. The person advised me that theyd check on it and they came back saying that it was approved and that the checks would b sent out in a day or two is what they advised me. The next day I contacted by phone and the lady told me the same thing after I had one more question for them since they did not respond back to my last email the night before. After 2 weeks today I made contact again since I never received my check as they said I would. I emailed and called, I was told that they checked and it was approved today, and Id see it in a couple weeks. When I asked to speak to a supervisor with the claims department they advised me that they can not talk to the customer due to policy.

  Business Response

  Date: 03/24/2023

  *********,

  I apologize for the delay in getting you check.  We are processing checks today and these will be mailed on Monday.  You should receive your check in 7 to 10 days. 

   

  Thanks

   

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