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

  4517 N 12th St Phoenix, AZ 85014-4202

  
• 

  Fanshield, LLC

  222 S Main St Salt Lake Cty, UT 84101

• 

  Protecht Inc

  3424 Via Oporto Newport Beach, CA 92663-3941

  

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:07/15/2025

  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: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.

  
  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,
  
  ****** *******
  
   
  

  

  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

• 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:05/21/2025

  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 planned a vacation for myself and husband to ********** S.C.. I work my husband is retired we are both seniors. I plan a vacation and for us to travel by train to *************************, but I had planned the vacation for right after my obligations for work paying for everything before the trip, train, hotel arrange arrangements, reserving tours and a jazz club and some other activities that had to be reserved. everything was set the closer we got to our vacation time my husband started feeling ill so we ended up taking him to the hospital. Hewas having a ************** episode. He went into emergency and they ended up keeping him at the hospital, all of this was during the time we were leading up and preparing for our vacation so I had to cancel our vacation, all the activity reservations, and our train tickets. I have sent out so many letters or I should say emails because these people do not answer phones. They have recordings since our vacation my husband was hospitalized in the hospital, a rehab rehabilitation stay for physical therapy and ******************** after leaving the hospital. Once coming home from the rehab rehabilitation facility, he ended up going back to the hospital because he was in pain finally he came home for five days and ended up back into the hospital for a follow up appointment that ended up being a bone infection so you might as well say we spent August September and October in medical facilities in and out during that time I have emailed Protecht Inc. Where they gave my Case to Fan Shield. Received a funds from ******, the ventures where I made reservations. But I have NOT received a refund from the hotel reservations

  

  Business Response

  Date: 05/21/2025

  Dear *******, 
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. I see your refund request was approved on April 30th, 2025 and you had communication earlier today with a team member about not receiving the email to retrieve your payment. A member of our team will reach out directly through a private channel to address your concerns and assist with resolving this issue.
  
  Kind Regards, 
  
  Refund Protection Support

• Initial Complaint

  Date:05/13/2025

  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.

  After a confirmation that a ticket has been purchase, I dont think its fair to provide where and when I work to a third party. That is never required for an event anywhere in *******!

  

  Business Response

  Date: 05/13/2025

  Dear ******,
  
  Thank you for reaching out regarding your situation, we apologize for not having coverage available for what you had mentioned.
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen situation such as needing to travel to attend an unforeseen business trip. We unfortunately do not provide coverage for being scheduled to work or having PTO denied.
  
  If your situation meets the coverage requirements for our Work Travel Conflict protection detailed in your terms and conditions, please contact us at ************************ and we will be happy to expedite your information to your refund request and have it reopened on your behalf.
  
  Warm Regards,
  
  Refund Protection Support

  

  Business Response

  Date: 05/13/2025

  Hello ******,
  
  Thank you for your reply. You and your experience matter to us. We have reached out to you directly through a private channel to address your concerns.
  
  Sincerely, 
  
  Refund Protection Support

  Customer Answer

  Date: 05/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,   I will wait for the business to perform an action and, if it does, will consider this complaint resolved.

  
  Regards,
  
  ****** ****
  
   

  
  

• Initial Complaint

  Date:05/06/2025

  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.

  when checking out and the offer is made to purchase protection it does not say any of that... it just says Bad weather, work, car accident ect.... it does not say anything else that would lead me to believe it had to be really really bad that I could not make it there!! or else i would not have purchased it. That is false advertising to scam people out of their money!!! nce I was not able to attend.

  

  Business Response

  Date: 05/06/2025

  Hello ******,
  
  We appreciate you reaching out with your feedback as your experience with us is highly regarded. 
  
  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. Please contact us at ************************ if your situation meets the coverage requirements detailed in the confirmation email received during check-out. 
  
  Kind Regards,
  
  Refund Protection Support

  

  Business Response

  Date: 05/07/2025

  Hello ******,
  
  Thank you for your reply, 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:05/01/2025

  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.

  A ************************ emergency was issued for the day of event I planned to attend. In anticipation of the weather event, the host moved the event to a day earlier. They moved the event up to 2PM on a Friday instead of 5PM on a Saturday. I work 9-5pm on Fridays, so obviously my family and I could not attend the event. At this point I was thinking, "I'm glad I bought that FanShield (by Protecht Inc) policy for this exact situation." After submitting a claim, they emailed back with scripted denial responses to every email I sent. They didn't even have the correct event date on their first response. I was a fool for thinking that Protecht would actually honor the terms. Their coverage is a scam. They don't even try to help you.

  

  Business Response

  Date: 05/05/2025

  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