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:06/13/2024

  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.

  November 23, 2023 $5.10 Ticket protection Im filing a claim on this purchase because the business did not resolve the problem.

  

  Business Response

  Date: 06/14/2024

  Hello *****,
  
  Your feedback is highly regarded, and it's essential to underline that your concerns have been attentively registered. To facilitate a timely and efficient resolution, a dedicated team member will be in touch with you via a private channel.
  
  Thank you, 
  
  FanShield/Protecht

  Customer Answer

  Date: 06/14/2024

  I am rejecting this response as my complaint was not resolved.

  

  Business Response

  Date: 06/18/2024

  Hello *****, 

  Thank you for confirming that your issue has not been resolved. Our management team will be reaching back out through a private channel to request additional information. 

  Thank you,

  Protecht/FanShield 

• Initial Complaint

  Date:06/13/2024

  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.

  Yes, I contacted what I thought was the *********** in ***********, ** to reserve 3 hotel rooms for the evening of June 17th. When looking at the website, the rate was going to be around $158.07 per room. When I received the statement from the vendor in question, I was charged $257.00 per room with an additional fee of $77.00 for taxes. When I realized what happened, I tried to cancel the rooms, but have been on a link roller coaster, trying to get this done. I did contact the ***********, and they assured me none of their rooms are this high, not is the tax correct. I did cancel the rooms through ************** which apparently was the contact # with the reservation, however have since found out this is through Protecht, since the reservation was confirmed. I just want my money back. I am taking 5 women on a pilgrimage along the east coast, and am heart broken that this happened. Just need my refund.

  

  Business Response

  Date: 06/14/2024

  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,

  Protecht/FanShield

  Customer Answer

  Date: 06/14/2024

  This seems to be their response with everything.  What recourse does one have with a company that has hundreds of complaints all with the same situation.  I'm not sure what to do next here.  Thank you 

  

  Business Response

  Date: 06/18/2024

  Dear *****,
  
  Thank you for notifying us of this. You are valuable to us and your feedback is appreciated. We understand that you are not pleased with your experience receiving protection through your HotelPlanner purchase.
  
  We are happy to void the protection and refund your associated fee. It looks like our team has initiated this refund based on the private channel communication. 
  
  Kind Regards,
  
  Protecht on behalf of HotelPlanner

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising 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.

  On 6/12/24 I made a hotel reservation online. In no way was I informed that I had been shifted to a third party site. I was never informed that I was going to be charged for some type of reservation protection service. I was never showed what I was going to be charged. When I clicked to make the reservation, I found out I was being charged a ridiculous amount. I had no opportunity to confirm that I wanted to make the reservation for that price. I was not allowed to cancel the transaction. When I tried to call to cancel, I was unable to speak to anyone. I will, of course, pay for the hotel room, which according to the hotel, is $195. I would like the rest of my money refunded.

  

  Business Response

  Date: 06/13/2024

  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,

  Protecht/FanShield

  Customer Answer

  Date: 06/13/2024

  
  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:06/10/2024

  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 a baseball game. I ended up not being able to attend the game due to illness. I requested a refund and received an email that they needed either a doctor's note or ***** test. I sent the ***** test and they declined the reason stating they wanted the information from a doctor. The original email did not state this. ***** does not require going to the doctor for testing - that's the whole point of the at-home tests the government provided.

  

  Business Response

  Date: 06/11/2024

  Hello,
  
  Thank you for bringing this to our attention. You and your experience matter to us. We will contact you directly through a private channel to address your concerns regarding your refund request. 
  
  Best Regards, 
  
  Protecht/FanShield

• Initial Complaint

  Date:06/06/2024

  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.

  June 5, 2024 - I made reservations for 2-day stay at ***********, *****************************. I did not select 'protection cancelation policy' and find a charge of $28.40 on my bill. I NEVER selected it, don't want it and can't seem to get cancellation of this protection policy online through their 'email' notice. I tried calling their business number and it will not answer even when within posted business hours - recorded message says answer or send an email. These barriers are frustrating, and I want a way to cancel this 'policy' scam. BBB - Please help me if you can. ******************* I did not select these below but it seems they automatically program them in:Cancellation Policy:NONREFUNDABLE The following policy was agreed to at 8:32PM CDT on 05-Jun-2024 at the time of booking, from IP address 104.37.52.173.Refund Protection:Refund Protection Plan Number 4f524141-0053-0000-0231-35f3ba54652d Submit a Refund Request for Hotel Reservation The above plan was chosen at 8:32PM CDT on 05-Jun-2024 at the time of booking, from IP address 104.37.52.173.$28.40 USD Should I contact my state representatives to report this as a statewide scam and ask them for help? I am furious about this underhanded scam!!!

  

  Business Response

  Date: 06/07/2024

  Hello ***,
  
  Thank you for bringing this to our attention. You and your experience matter to us. We will contact you directly through a private channel to address your concerns
  
  Best Regards, 
  
  Protecht/FanShield

• Initial Complaint

  Date:06/03/2024

  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.

  On March 14,2024 I made a room reservation accidentially through booking.com. After ending the call I thought nothing more about it. The agent did not tell me I was using booking.com. Then I find that I get a charge on my credit card from Protecht in ********** for a refund protection plan. The agent did not tell me about a charge for a refund protection plan nor did I agree to such plan AND I never had contact with anyone from Protecht.Having been ill with heart issues I did not access any email or even the phone and was unaware of the email sent from Protecht.This is an unacceptable practice. I have asked for my money back but they say it is out of the range of window time for a refund. How do I contact the ************************ about these deceptive practices?

  

  Business Response

  Date: 06/04/2024

  Hello *****,
  
  Your feedback is highly regarded, and it's essential to underline that your concerns have been attentively registered. To facilitate a timely and efficient resolution, a dedicated team member will be in touch with you via a private channel.
  
  Thank you, 
  
  FanShield/Protecht

• Initial Complaint

  Date:06/01/2024

  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 have been attempting to receive a refund from this company since May 13, 2024. I made a hotel reservation at *********** in ****************, unaware that the 800 number provided was actually a reservation service instead of the hotel itself. I was charged in full For this reservation for the dates of May 16 to May 19, 2024. Due to medical reasons it was necessary for me to cancel this reservation several days prior to the arrival date. I was informed by the hotel and by the service verbally that I would be able to receive a full refund, I went through the proper procedures of filling out the request for a refund , and I have been in contact with this company since that date of May 13, 2024 about receiving this refund. They repeatedly tell me its being reviewed and they will let me know soon. As of today, June 1, 2024. I still have not received my refund, and all they do is repeat the same line of we are reviewing it. I would like to receive my refund as I was verbally told would happen.

  

  Business Response

  Date: 06/01/2024

  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. We sincerely appreciate your input.
  
  Best Regards,
  
  Protecht/FanShield 

• Initial Complaint

  Date:05/31/2024

  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 thought I booked directly with the Riversage Inn In *********, MT. I questioned the price and asked if he/person on phone was with the Motel. He affirmed he was. When I got to the hotel I told them the reservation process was unusual. I was told that I booked the room thru a 3rd party. After much discussion, I was told this is an ongoing problem where a thrid party reservation tries very hard to look and sound like they are actually their motel. The actual cost of the room should have been $107.00. I was also charged a guarantee fee of $17.14. I entered a cancel request and was given an Ininerary Number H8537741 and the cancel was requested. However unable to request a refund with Protecht Inc and FANSHIELD. I received an email Hi ******, here's your magic link from Protecht! However that link did not get me anywhere. I would like to get a refund of $116 .

  

  Business Response

  Date: 06/01/2024

  Hello *****,
  
  Thank you for bringing this to our attention. You and your experience matter to us. We will contact you directly through a private channel to address your concerns
  
  Best Regards, 
  
  Protecht/FanShield

• Initial Complaint

  Date:05/28/2024

  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.

  Contacting Fanshield and getting effective customer service is impossible. I purchased Fanshield coverage for an event in ********* (triathlon in May). I fractured two ribs a week or two before the event. I filed for a refund of the event's entry fee asap after the fractured ribs diagnosis. It's been a nightmare of a headache dealing with Fanshield since then. I would strongly recommend that anyone considering purchasing Fanshield coverage not do so - based on my experience.

  

  Business Response

  Date: 05/29/2024

  Dear ******,
  
  Thank you for providing your feedback. Your experience with us holds significant value and we want to ensure your concerns are addressed immediately. One of our dedicated agents will be in contact through a private channel to discuss this further.
  
  We sincerely appreciate your input.
  
  Thank you,
  
  FanShield/Protecht

• Initial Complaint

  Date:05/18/2024

  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.

  This is an email message I wrote to Protecht Inc. today 5-18-2024 Hello Protecht Inc, I have tried four times clicking on your refund request link.The link does not work. It doesn't advance to the other pages. So I can not finish my refund request. the reservation was at Super 8 by *************************** on May 2023, 2024 Itinerary Number: H8448379 Status: Confirmed Guest Name: ***********************.Confirmation: ********* (Front desk will usually have this number on record) Status: Confirmed Guest Name: *********************** On May 15, 2024, I called the hotel and canceled our reservation. Due to the fact that our car broke down, it is an old car a 2006. That same day our dog was killed by a vicious dog. It has been a traumatic time. Following up with the hotel, I called about a refund. The hotel said they do not have any money, or our debit card associated with the reservation. The hotel manager *****, said we made the reservations through Expedia. I told her I made the reservations over the phone by calling the hotel's listed phone number on line. The phone was not answered, so it was sent to a booking agent. When the agent answered, he said he worked for *******. So we felt it was safe to make reservations. We asked if there was free cancellation? He said; "No, but you can buy a refund coverage, it's like insurance, for $*****." So we agreed to purchase it. After we canceled, we went to the ************ site. filled out a form, but the form stops on the first page and doesn't allow you to proceed. After trying 5 times, I called the phone number I was given, for Hotel Lodging **************. I talked to *******. He told me to pay attention to my husband's email. ******* said he was going to refer me to the Escalation team for the refund department in charge. He gave me a phone number ************* We have NOT seen any emails and today is May 18th, 2024.We are concerned, because we think this is a scam. Please REFUND our money $ ******. That doesn't include your fee of *****. We paid a total of $793.15 Please Call me at:************* ***** or *********************** ************* Thank you,

  

  Business Response

  Date: 05/20/2024

  Hello *****,
  
  Your feedback is highly regarded, and it's essential to underline that your concerns have been attentively registered. To facilitate a timely and efficient resolution, a dedicated team member will be in touch with you via a private channel.
  
  Thank you, 
  
  FanShield/Protecht

  Customer Answer

  Date: 05/23/2024

  
  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.  The Business, has responded and reimbursed the fees in full. Thank you BBB for your help in this matter. 
  Regards,
  
  ***********************