Complaints

This profile includes complaints for Protecht Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Protecht Inc

  7878 N 16th St Ste 165 Phoenix, AZ 85020-4490

  
• 

  Protecht Inc

  3424 Via Oporto Newport Beach, CA 92663-3941

  
• 

  Fanshield, LLC

  222 S Main St Salt Lake Cty, UT 84101

• 

  Protecht Inc

  4517 N 12th St Phoenix, AZ 85014-4202

  

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:08/05/2025

  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.

  I purchased tickets to White water six flags which is a water park. I bought a ticket protection warranty to refund tickets in case weather didnt permit a visit. Shortly after I bought tickets, the ************************ issued a flood watch and predicted heavy rain and suggested not being outside. I requested a refund but they told me I dont qualify for a refund, even though weather permitted me from visiting the park. I have a direct complaint with fanshield

  

  Business Response

  Date: 08/06/2025

  Hi Jasmine, 
  
  Thank you for updating us with your experience regarding our conditional coverage. We are sorry to hear that you are not satisfied with the requirements. 
  
  Our Unforeseen Severe Weather coverage is intended to cover our customers if they are unable to attend their event due to emergency weather. As stated in the protection terms, proof of loss is required and can be provided in the form of a weather advisory against traveling, road closures due to weather, or a dated warning regarding travel due to unsafe conditions from the ************************* 
  
  A dedicated agent will be in contact shortly to provide additional assistance. 
  
  Thank you, 
  
  Refund Protection Support

• Initial Complaint

  Date:07/16/2025

  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 (2) Premium All Day Dining passes for ***********. With each of these passes, I purchased the insurance to cover the cost of the tickets incase there was any reason we could not use the passes or any park closure during our visit. The park closed 2 hours early (8:00PM) on the evening of Saturday, June 28, 2025 due to a parkwide power outage. We were not able to eat dinner or get drinks past 8PM because the entire park was closed. We were not able to use the passes for their entirety and I filed a claim to be refunded through the insurance purchased and was denied. The reason for denial was because there was insignificant downtime due to weather.

  

  Business Response

  Date: 07/16/2025

  Hello ****,
  
  Thank you for taking the time to leave this review regarding your coverage. We're sorry to hear your experience with us did not meet your expectations.
  
  We're always looking for feedback and ways to improve our customer's experience, and appreciate you reaching out. To discuss this matter further, a representative will be in contact shortly.
  
  Best Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 07/16/2025

  They are still refusing to issue a refund. I am unsatisfied with the response. 

  

  Business Response

  Date: 08/01/2025

  Hello ****,
  
  We are sorry to hear that you are unhappy with your experience.
  
  Our product is intended to provide coverage for emergency situations that prevent you from arriving to your event due to an unforeseen situation such as illness, injury, mechanical breakdown, and more. When managing requests, our priority is to keep the process as simple as possible but there are conditions listed within the terms that we are bound to comply with.
  
  If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. Please contact ************************ for further assistance.
  
  Kind Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:07/15/2025

  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.

  We booked a trip to Schlitterbahn in *************, which was supposed to take place on July 9th. Due to the recent severe flooding that occurred throughout central *****, including the Comal River (which supplies water to the park), we decided it would not be in our best interest to visit the park. This was due in part to several rides being down (due to the flooding) as well as the insensitive nature it would have been to go to the park when so many people lost their lives in the floods. There was also bad weather on July 9th that would have prevented us from enjoying the park. Please stop gatekeeping my money. We purchased the insurance for this exact reason!

  

  Business Response

  Date: 07/16/2025

  Hi *****,
  
  Thank you for updating us with your experience regarding our conditional coverage. We are sorry to hear that you are not satisfied with the requirements.
  
  Our Unforeseen Severe Weather coverage is intended to cover our customers if they are unable to attend their event due to emergency weather. As stated in the protection terms, proof of loss is required and can be provided in the form of a weather advisory against traveling, road closures due to weather, or a dated warning regarding travel due to unsafe conditions from the *************************
  
  A dedicated agent will be in contact shortly to provide additional assistance.
  
  Thank you,
  
  Refund Protection Support

• Initial Complaint

  Date:07/14/2025

  Type:Sales and Advertising 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 fanshield when buying six flags tickets. On date of tickets I had to stay home for fridge delivery/repair due to my fridge going out and leaking water all over the floor from the compressor. I gave a screen shot of the text from the property management of my apartment showing delivery of new fridge would be Thursday, which was the day of the event needing refunded. Fam shield states this wasn't urgent enough so would not be refunding my tickets and that I did not need to be available for this. I don't know how else I would have gotten the fridge in my apartment with out being home that day. I only want the refund for that one day as requested. I even bought tickets for the following week and unfortunately purchased fanshield again before knowing they rarely actually refund from what I've read online through thousands of complaints.

  

  Business Response

  Date: 07/14/2025

  Hello ******,
  
  Thank you for providing feedback regarding your coverage, we apologize if our terms and conditions were unclear. At the time of check-out, you should have received a protection confirmation email detailing your emergency coverage which also would allow you to cancel your coverage for a refund of the premium cost if you were not satisfied with our product.
  
  A dedicated representative will be in contact shortly to provide additional assistance for what you have mentioned.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 07/14/2025

  I have submitted documents and they stated it wasn't urgent enough. I stand by my claim that this company is a scam and finds any reason to not refund people. There are thousands of complaints online proving this, just hope others look it up before purchasing the "refund insurance" and realizing its a scam company that doesn't cover anything. 

  

  Business Response

  Date: 08/01/2025

  HelloAshley,
  
  We are sorry to hear that you are unhappy with your experience.
  
  Our product is intended to provide coverage for emergency situations that prevent you from arriving to your event due to an unforeseen situation such as illness, injury, mechanical breakdown, and more. When managing requests, our priority is to keep the process as simple as possible but there are conditions listed within the terms that we are bound to comply with.
  
  If any of the covered scenarios apply to your situation, we will be happy to have your request reopened. Please contact ************************ for further assistance.
  
  Kind Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:07/11/2025

  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.

  ************ that doesn't make there terms of service clear and will never give you a ticket refund

  

  Business Response

  Date: 07/14/2025

  Hello ******,
  
  Thank you for providing feedback regarding your coverage, we apologize if our terms and conditions were unclear. At the time of check-out, you should have received a protection confirmation email detailing your emergency coverage which also would allow you to cancel your coverage for a refund of the premium cost if you were not satisfied with our product.
  
  A dedicated representative will be in contact shortly to provide additional assistance for what you have mentioned.
  
  Kind Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:06/30/2025

  Type:Order 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 health issue, I had hoped to participate in the run in the park in my local park in *************, Unfortunately I am unable to as you can read from my doctors letter. I have tried to send them various proof of payments and what it's regarding. They ignore what I sent to them. I just want my money back.

  

  Business Response

  Date: 07/07/2025

  Dear ******,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. After review I see your refund request has been approved. A member of our team will reach out directly through a private channel to assist you.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 07/07/2025

  
  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:06/26/2025

  Type:Sales and Advertising 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 coverage for my *********** (********, ****) water park tickets. The insurance was listed as for any reason on the *********** app where I purchased the reservations. The advertisement had bad weather and health issues with small icons as well. The water park was closed due to severe thunderstorms. This made us unable to use the covered orders for a cabana and all day dining. I provided documentation of this and they still refused to refund my claim. The policy I received was not the same as the policy advertised.

  

  Business Response

  Date: 06/26/2025

  Hello *******,
  
  We are sorry for the misunderstanding around our conditional coverage. We appreciate you sharing your experience as your feedback is important to us.
  
  Our coverage is intended to protect our customers who are unable to make it to their event due to an unforeseen emergency situation such as illness or severe weather. As stated in the terms, We are not able to provide coverage for the event promoters if the date, time, or any other parameters change and people are no longer able to attend, due to the event promoters canceling or postponing the event.
  
  We are happy to discuss your request further to assist to the best of our ability. A member from our experience team will be in contact through a private channel.
  
  Thank you,
  
  Refund Protection Support

  Customer Answer

  Date: 06/26/2025

  We had severe weather that caused the cancellation. The ************************ had put out a severe thunder storm warning. You dont have to close a road to have severe weather  
  

  Regardless, you advertised the insurance as for bad weather or anything else. I bought the insurance based on you advertised it. If that if not what you provide then that is clear false advertising. 

  

  Business Response

  Date: 07/09/2025

  Hello *******,
  
  Thank you for your reply. After review I see your refund request has been approved. If you require any assistance with your payment, please reach out to our customer experience team at ************************ and we would be happy to assist.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:06/04/2025

  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.

  I purchased trip insurance with Protecht Inc. for my Georgia Renaissance Festival tickets dated for 5/17. My companion's mother was admitted to the hospital on 5/14. She needed to stay with her mother in the hospital, so we agreed not to go to our event. I filed with Protecht Inc on 5/15.Protecht Inc requested proof that my companion's mother had been hospitalized and proof of her diagnosis. This seems excessive and invasive to my companion's mother's privacy. Especially considering her mother was not even attending the event! Their terms for receiving the refund were not clear and are clearly meant to confuse people.

  

  Business Response

  Date: 06/05/2025

  Dear ********,
  
  We are sorry that our conditional coverage did not meet your expectations. We appreciate you providing your feedback as we are continuously looking for ways to improve.
  
  Our full scope of coverage, including that proof of loss is necessary, is presented and agreed to at the time of purchase.
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact shortly.
  
  Best,
  
  Refund Protection Support

• Initial Complaint

  Date:06/03/2025

  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 cancellation insurance for the Toronto Marathon. I submitted my supporting documentation confirming the legitimate reason I needed to drop out of the race. I was approved by PROTECHT and received emails to claim my funds. That was several weeks ago and I have experienced nothing but problems with the links. I keep getting a message stating that the could not access my account despite me providing the correct information. I needed to create an account to resolve the issue and that link did not work either. I believe I've been scammed.

  

  Business Response

  Date: 06/03/2025

  Dear ****,
  
  Your valuable experience and feedback are of utmost significance to us, and we want to emphasize that your concerns have been attentively noted. A dedicated member of our team will be in touch with you through a private channel to address the issues you are experiencing with your HyperWallet payment. We sincerely appreciate your input.
  
  Best Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:05/30/2025

  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.

  On 05/27/2025, requested a refund and have not received it

  

  Business Response

  Date: 06/02/2025

  Hi ********,
  
  Thank you for updating us with your experience regarding our conditional coverage. We are sorry to hear that you are not satisfied with the requirements.
  
  Our Unforeseen Severe Weather coverage is intended to cover our customers if they are unable to attend their event due to emergency weather. As stated in the protection terms, proof of loss is required and can be provided in the form of a weather advisory against traveling, road closures due to weather, or a dated warning regarding travel due to unsafe conditions from the ************************. At this time we are waiting for the documentation to be provided.
  
  A dedicated agent will be in contact shortly to provide additional assistance.
  
  Thank you,
  
  Refund Protection Support

  Customer Answer

  Date: 06/02/2025

   

  

  Business Response

  Date: 06/03/2025

  Hello ********
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen emergency situation such as unforeseen severe weather, emergency weather, or weather interruptions. We unfortunately do not provide coverage for forecasted weather or light rain.
  
  We are happy to discuss your request further to assist to the best of our ability. We have reached out through a private channel at this time.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 06/06/2025