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

  
• 

  Protecht Inc

  3424 Via Oporto Newport Beach, CA 92663-3941

  
• 

  Fanshield, LLC

  222 S Main St Salt Lake Cty, UT 84101

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:11/02/2025

  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 tickets to a Six Flags theme park in *********** and I had purchased an insurance on it in the event that I was unable to-attend this insurance is called fan shield.Medical issue happened and I was unable to attend, so I emailed shield a request for a refund. They wanted my medical records and then they are asking for a lot of personal information. I dont think providing my medical or scanning my drivers license was appropriate and honestly, it sounds like a scam , this is way too much information to give them when I ask for an alternative method I get silence

  

  Business Response

  Date: 11/03/2025

  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

  Customer Answer

  Date: 11/03/2025

  I have provided a documentation of medical you asked for my name my birthdate and I have given this to you now youre wanting to scan my drivers license when a drivers license was never used during the purchase. I am very weary of posting my drivers license on your website. it doesnt feel right, and I have explained this to you. I felt that there has to be another way to prove my identity than to scan my personal information onto a website that I have no idea where its going.

  

  Business Response

  Date: 11/05/2025

  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: 11/08/2025

  
  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:10/27/2025

  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 INSURANCE FOR 4 TICKETS TO ******* FOOTBALL GAME ON AUGUST 13TH,2025. 2 OF THE TICKETS ARE FOR MY PARENTS AND MY MOM HAS AFIB AND HER ** HAS ADVISED HER NOT TO TRAVEL TO THE GAME WHICH IS 3 HOURS AWAY. I TRIED TO UPLOAD MY DOCUMENTS FOR A REFUND FOR 2 OF THE TICKETS AND IT'S NOT ALLOWING ME TO . THEY WILL NOT RESPOND TO MESSAGES OR EMAILS. THIS IS A SCAM AND OTHER PEOPLE HAVE HAD THE SAME PROBLEMS.

  

  Business Response

  Date: 10/28/2025

  Hello *****,
  
  We appreciate you sharing your experience as your feedback is important to us and it is important for us to hear about the ways we can improve our products.
  
  Our coverage is intended to protect our customers if they are unable to attend their event due to an unforeseen emergency situation. If illness/injury prevented you from attending, our refund advocate team will only need a recommendation against attending the event on the date of your event, they do not require any diagnosis or personal information.
  
  We are happy to discuss your request further to assist with processing. A member from our experience team will be in contact through a private channel shortly.
  
  Warm Regards,
  
  Refund Protection Support

• Initial Complaint

  Date:10/15/2025

  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.

  I bought tickets to an amusement park, and purchased insurance on the tickets through fanshield. There was a house fire at our neighbors house the night before our tickets were bought for. Due to a the fire hydrant use, it causes some issues with everyones water. As we were standing outside with the neighbors, a firefighter came up to us and warned us about the likelihood of brown water and that someone from the city would be over in the morning to inspect the water lines, and to make sure the homeowner was home to ensure all the water lines were closed for the inspection and to receive any follow up care should that be the outcome. So i stayed for them to inspect everything. In their policy, one covered event was if there was a home repair that required the homeowner to be present for. Which clearly this qualifies for. We dont have an official order because the city was inspecting it. This is a small town and we rely on word of mouth sometimes. Please help issue my refund.

  

  Business Response

  Date: 10/16/2025

  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

  Customer Answer

  Date: 10/19/2025

  I feel like this situation is definitely one to be covered. I understand having guidelines and formalities of what is and is not covered, what is and is not acceptable documentation, etc. after reading my contract over, I noticed there is was no mention of a verbal notice being an exclusion to deny coverage. I dont believe a verbal notice is listed anywhere. Which is understandable, because it is so uncommon for people to talk face to face. Nonetheless, I dont see how that should negatively affect me. 

  

  Business Response

  Date: 10/21/2025

  Dear *****,
  
  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:10/06/2025

  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 paid $13 to have insurance for my Air Show tickets. I could not attend said Air Show and requested a refund because I was sick. (That was an acceptable reason for cancelation according to them) Now they want all these records and forms from the hospital even though I did not go to the hospital. This company is a total scam and thats why Im filing a formal complaint.

  

  Business Response

  Date: 10/07/2025

  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

  Customer Answer

  Date: 10/07/2025

  Nowhere does it say I need a doctors note for an illness. Who in their right mind goes to the hospital for a cold?

  

  Business Response

  Date: 10/09/2025

  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

  Customer Answer

  Date: 10/15/2025

  Nowhere in the terms and conditions does it say I need a doctors note and proof of hospitalization if I want a refund because I was sick. Youre a scam and will always be reported. 

• Initial Complaint

  Date:09/06/2025

  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 made a reservation at the ********* by Wyndham in **********, ** on June 21 of this year (Their confirmation #H11720486). Because they required full payment in advance and they have a no-refund policy, I also signed up with their Refund Protection Plan (Protecht, located at *******************************************************************************************) at an additional cost of $47.87. A medical emergency required cancellation and Day's Inn reminded me of the no-refund policy and directed me to contact Protecht directly. When I e-mailed them, their website sent back this message: "Please note: When an event organizer cancels the event, it voids your protection plan per the Terms and Conditions." I am at a loss to explain how this constitutes a refund protection plan. I tried to follow the bbb directions to contact the agency before filing a complaint, but there is no way to reach anybody through their site.

  

  Business Response

  Date: 09/08/2025

  Dear ****,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. A member of our team will reach out directly through a private channel to address your concerns.
  
  Kind Regards,
  
  Refund Protection Support

• 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:08/04/2025

  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.

  Bought tickets to a show in ********* back in a February with the intention of attending the show at the alloted time. However, I've purchased a home since the February purchase of the tickets and other projects have arisen that has necissitated my having to cancel the tickets ... I bought insurance just for such emergency situations and still am not getting anywhere ... The roofer that was doing the work has cancelled and will call back when available again. I'm also starting a new job August 5th at 4pm and daily from that day for training on the 6th which will hinder my ability to be in ********* for a show.

  

  Business Response

  Date: 08/04/2025

  Dear *******,
  
  Thank you for providing this review. We appreciate the feedback and value you as a customer. A member of our team will reach out directly through a private channel to address your concerns.
  
  Kind Regards,
  
  Refund Protection Support

  Customer Answer

  Date: 08/05/2025

  Ive been going back and forth with them regarding a refund for my tickets I bought for a show in *********. At this point I'm not even worried about the roof getting repaired cause the invoice they have is the invoice I have... I started a job today which will make me unable to attend the show as well. I've mentioned this several times but they're stuck on the roof. I'm over the roof. I'm unable to attend because after being out of work for a little over a year, I finally started a new job today and it's 2nd shift 4-12:30 which will not allow me to attend the show as well. All I want is a refund. If you can't give me all of it back, I would like half the cost back seeing as my husband nor I am able to attend. Not that difficult. Im coming through BBB because they are refusing to listen to me. 

  

  Business Response

  Date: 08/08/2025

  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: 08/13/2025

  They will never reach out to me, and have had plenty of opportunities to address the issue. I was involved in a car accident and moved up to ******** to get closer to family and try to get better help than what I was getting down south. I was trying to get disability but haven't heard anything from them and finally found a job after being off over a year. I need to have the roof replaced which was to occur during the day the concert but I ended up startup a new job and had to go through training that week and this week as well. They could've already refunded the money and resold the tickets but decided to keep messing around and basically just steal my insurance money.. from here I will notify the **** as well. 

• 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