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Business Profile

Cell Phone Accessories

Fortressup.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Accessories.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 0 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:05/23/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 Fortress Quantum 250 Oath Liquid Screen Protection on 7/14/23 (see pic 3). I registered the product on 7/15/23. Coverage expired 1 year from date of purchase. (see pics 2 and 6). I dropped my phone and I believe the screen cracked a couple months ago (see pic 1). (I have a hard time telling if it's the screen or the protector that is cracked). I filed a claim on their website to have the screen replaced on 4/24/24. I received an automated replay on 4/24 that a ticket had been created for my request and a member of the support staff would contact me within 2 business days (see pic 4). I never heard anything back from the company so I e-mailed them on 5/1 with my phone number asking someone to please contact me (see pic 5). I have yet to hear back from them. There is no phone number OR address listed on their website. Since this happened, I have read many negative reviews with people reporting similar complaints about this company. I am not certain if my screen or the screen protector is cracked, which obviously affects how I need to proceed. The problem is that I cannot get ahold of anyone from the company to get an answer to any of my questions. Very frustrating.

    Business Response

    Date: 05/27/2024

    We will contact the customer and take care of this claim even though the process was not followed correctly.

    Customer Answer

    Date: 06/03/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    I have yet to hear anything from this company.  And I made every effort to submit the claim as instructed.

    Regards,

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

  • Initial Complaint

    Date:05/21/2024

    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 received a $250 Fortress Quantum Oath Liquid Screen protector with purchase of a screen replacement from uBreakIFix. I applied the product to my phone by following the directions on the product and registered the product on FortressUp.com. 4-5 months after I applied it my phone fell ~2-3 feet and my phone screen cracked. I have tried to create many claims on FortressUp.com (probably >10 now) following the directions on the website above and have not received a response to any of them.I have also tried responding to the emails where the claim was created (the emails say reply to this email with any further information questions) asking for any kind of update to no avail. I have used the "leave us a message" feature on the website many times and have not received any response from those either as shown.I have attached the proof of purchase and a screenshot of the emails from my associated email account from fortress.

    Customer Answer

    Date: 05/22/2024

    The complaint type should be more of a request for service.  The liquid screen protector they sell that I bought comes with a $250 guarantee that the screen won't be broken and after this I won't be using these products in the future and I do not want a replacement.
    I want my claim to be processed which hopefully results in them holding up their side of the product in paying $250 towards the replacement of my screen.

    Part of their 'OATH' from their website listed at **************************************************** for the product I purchased - 
    "Subject to a variable limit of liability during the term (1 year from date of purchase) of the limited warranty, if the Fortress screen protection product is properly installed and your device experiences screen breakage, Fortress will pay you up to $100 to $250 depending on coverage amount purchased towards the repair or replacement of the devices. Damages cause to the screen of the device only."

    This product was the $250 version, I registered my phone and the product, the damage happened within 1 year, I followed the directions explicitly, and the damage is only to the screen of my phone.  I have tried creating multiple claims (probably ~10 over the past 3-6 months) using the claim workflow on their website and have received no response. 

  • Initial Complaint

    Date:03/25/2024

    Type:Service or Repair 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 purchased Fortress Oath Liquid Screen Protector which claims that I have their oath of up to $200 toward repairs or replacement and someone will contact me within 48 hours of making the claim. Well it has been weeks and I have not heard back from anyone even after multiple emails of submitting the proper verification information listed under their fine print section of the card they gave me to use if an issue should arise. I have an issue and cant get assistance from anyone

  • Initial Complaint

    Date:11/13/2023

    Type:Customer Service 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.
    08/09/22 Purchased warranty screen saver replacement $44.99 11/03/23 Emailed fortress LLC ************** Received confirmation company will get back with me 2-3 business days. No reply.

    Customer Answer

    Date: 12/10/2023

    Update on this business. They did send a replacement screen saver in a regular non padded envelope which was broke when I open it. I quickly informed them of the broke screen in an non protected envelope. The again sent another replacement with an apologize letter of the broke. Screen saver. I got lucky this one was not broke in the poor quality Shipping envelope. 

    They must of seen your contact information because I received another screen saver in addition to the replacement without any information why I was receiving another replacement.  I will not be buying any other products from them was not an easy transaction.  Thank you for your concern and response reaching out to them. Hope others will void this problem when ordering their products.  Sincerely *************************;

  • Initial Complaint

    Date:10/03/2023

    Type:Service or Repair 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.
    On December 1, 2022, I purchased a Fortress Quantum 100 Oath Liquid Screen Protector. This product promises to cover $100 of the expense of the replacement screen in the event of damage. My screen shattered as a result of falling out of my pocket. On September ********************** filing a claim through their customer support. My request was received and acknowledged but there was no follow up. I sent a second request on September 25. The receipt of this request was also acknowledged but there was no follow up. I finally figured out how to file an actual claim on September 29. Again, I received acknowledgement that my claim had been successfully submitted. As in the previous automated replies, I was told to expect a reply within 2 business days. I have heard nothing. I have already had my screen replaced at a cost of $383.89 including a new OtterBox case.

    Customer Answer

    Date: 10/04/2023

    The second screenshot was sent in error.  Please disregard the message from our ******** provider.

  • Initial Complaint

    Date:09/13/2023

    Type:Customer Service 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.
    My screen broke and the liquid screen protector is covered by warranty. I submitted my warranty claim within the year of coverage on August 14 2023. Their first and only response came on August 25, still within my warranty coverage time frame, asking for another photo of my broken screen, which I submitted less than five hours after their email. Since that date, I have sent five follow up emails asking for a resolution, and I am not receiving a response. I have tried different threads, and of course they don't have a phone number. I am well within the grounds to receive their warranty payout for my new screen, and they are completely ignoring me. I am hoping you can help hold them to account.

    Business Response

    Date: 09/25/2023

    We have already reached out to the customer rectifying this situation.  It is our fault and it fell through the cracks of our service department.  We take full responsibility for this.  

    We will pay the claim and take care of the customer.

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

     

    Customer Answer

    Date: 09/27/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. They reached out approving my claim. Thank you SO much for your help, I don't think I would have gotten anywhere without you!


    Regards,

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

    Customer Answer

    Date: 11/28/2023

    Sending an update - it has now been a month since they said the reimbursement was in the mail and would arrive in 2 weeks. I still don't have anything from them. 

  • Initial Complaint

    Date:09/11/2023

    Type:Delivery 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.
    On 8/1/23, I placed an order for (4) phone protectors under the warranty program (Order # *****). We have 3 phones, all of which have a screen protector and camera lens protector. Many were cracked now, so I placed an order. Upon receipt of the package (cardboard envelope), 2 of the 4 were broken. On 8/15/23, I sent my 1st email to Fortress about the broken products with no response.8/21/23, sent a 2nd email.8/28/23, submitted a new contact form on their website As of today, 9/11/23, I have still not received a response. A couple of things: 1) Their auto email says they try to respond within 2 days. 2) They have no phone number (i.e. no other way to contact them other than emails)3) This is my 2nd warranty order, except for the 1st one was sent to me with not enough postage and I had to pay the post office.

    Business Response

    Date: 09/11/2023

    We will replace the order.  We have no record of the emails.  ****** may have blocked the email for some crazy reason.  

    Sending this out today for her.  I feel really bad about not being able to get her message and we will take care of the customer.

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

     

    Customer Answer

    Date: 09/22/2023

    Good morning, I am sorry for the delayed response. 

    Within a couple hours of my complaint submission, I received a nice email from **** apologizing for not receiving my emails and he immediately reissued my order.  Thank you!  

  • Initial Complaint

    Date:04/11/2023

    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.
    My screen broke and I contacted the Fortress UP warranty ******** product still in warranty. I complied with all of their requests. I was sent an email from ******* stating that I was approved for the $224 and to provide the best address for them to issue a card. I filed the claim in January 2023, was approved by 1/15/23, and sent the address on 1/17/23. And then nothing-- I have sent several emails, tried to resubmit my claim, sent emails weekly and now it is April 2023 and I have not heard back anything. --- This was the last email: Where is my credit refund? I have the claim number - if they ever reach back out to me. ***** ----- ClaimYour request (XXXXX) has been updated. To add additional comments, reply to this email.Fortress SUPPORT ******* (Fortress LLC)Jan 15, 2023, 08:39 MST Hi *****, What is a good address to send the $224 card to? *********************

    Business Response

    Date: 04/12/2023

    Hi ******,

    Let's get this figured out.  FYI we could have helped with this through our Support queue where you've been emailing us about your Claim vs. going through the BBB.

    That said, if we approved your claim AND you sent us all the repair info, receipt and image of your repaired device showing the ***** then we should have sent your card.  We did not yet send your card, which means 1 of 2 things:

    1.  You didn't yet send the repair photo and the receipt of *********** (which is the final step that triggers the gift card send)

    2.  You did send those docs and we just forgot to send you the card.

    At this point we need to see a screenshot or email thread showing our most up to date conversation.  You can do that here, which is less efficient or reply within that thread to ********************** for quicker service.

    Thank you,

    *******

  • Initial Complaint

    Date:03/22/2023

    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.
    Bought their liquid glass product with $250 OATH. Patrick Foley approved my claim and I got my device repaired. After submitting proof they don’t want to respond and reimburse me for my repair which they APPROVED!

  • Initial Complaint

    Date:11/11/2022

    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 had a broken screen protector. I had registered the fortress screen protract protector online upon purchasing the product. When the screen protector broke, I provided a photo of the crack in the screen protector and the documentation with the sales contract as requested. Fortress then sent me a phone case. This phone case was for my iPhone 13 but I did not order this and mine was not broken. They attached a copy of my request for a screensaver as evidence. Their evidence supports my claim that I asked for a screen protector not a phone case. Theyve asked me to mail the phone case back at my expense. I have already paid $8.95 for a screen protector that I did not receive. They are no longer responding to my request . I asked for a return shipping label for free shipping. I have asked for the screen protector that I have paid for. I have heard nothing. They will not return my calls and do not have a phone number that Im able to locate. They will not return my email request . I feel like this company is a complete scam. Im asking for help for my iPhone 13 cracked screen saver only I am happy to send back the product at their expense that they sent mistakenly. Help please

    Business Response

    Date: 11/16/2022

    Hi *******,

     

    We have now sent the customer a return label.  As you can see, she ordered the iPhone 14 ************** protector.  Most customers who order incorrectly agree that they ordered in error and that our company cannot read their mind on what they intended to order.

     

    She now has the return label.

     

    Please reach out with any other questions.  

     

     

    All the best,

    *******

     

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