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:05/17/2024

  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.

  Made hotel reservation on Fri, May 17, not realizing it wasnt hotel website. Several additional fees were added to the reservation that were not made clear at time of booking. Once I received the confirmation email, I went on my account for the hotel and reservation was not there. Contacted Protecht immediately to inform them of this and they said they had tried to contact the hotel, but could not get through to anyone. Would not give me any indication if/when or how much I would be refunded and that I would receive an email with that information. They now have my IP address and Im concerned this is fraud.

  

  Business Response

  Date: 05/20/2024

  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

• Initial Complaint

  Date:05/16/2024

  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.

  Date of Transaction: 05/15/24. Violating Businesses: Protecht, hotelsone.com, ****************************** Violator provided ref. #s: Confirm.# ********, Itinerary# H8458662.On 05/25/24 I called what I believed to be the ************* from a tel.# I obtained from a website, cleverly designed to deceive callers to believe it was the actual hotel. I made a reservation for 2bed rm from 02/14/25 to 02/17/25. I asked for the Govt rate of $107 per night. The representative stated since the date was 9 mos away, the card would be held and the quoted rate would be $278.32 per night which I could change to $107 when the date got closer. He said the card number would be held and any charges would be fully refundable if cancelled within 2 days of scheduled check-in. I was sent a confirmation text msg from ************* which was in fact sent by the violator company. Soon thereafter, I received a charge on my **** card for $1068.80 from "***********-Hotel PAI", not any of the violators companies. Several tax charges were listed as well as reservation insurance for$83.73 for a refund protection plan of dubious value which i did not approve. In conclusion the violator companies:Used a deceptive website with phone number presumed to be the actual hotel, the rep on the phone continued the charade, deceived me into believing my credit card was only being held, and that I could cancel without penalty. I was charged for insurace of no vlaue that I didt know about. The name hotelsone.com was conspicuously absent from text messages, emails and **** charge. I am requesting a full refund of $1068.80

  

  Business Response

  Date: 05/16/2024

  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:05/13/2024

  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.

  I made reservations at ********* that were refundable if I bought the cancellation insurance which I did. I told he agent that my mother was diagnosed with congestive heart failure recently and needed the option to cancel. He said it would be no problem. I called to cancel my reservations due to my mothers health, and Guest Reservations told me they were non-refundable after I was assured by the agent 3 times that I could cancel. The original email they entered for me was incorrect. The link they are sending me to try to resolve my issue is linked to the incorrect email ******************* instead of ********************* I continue to call and tell them I am unable to resolve anything, because the reservation was made under the incorrect email. They are not helpful, and keep telling me they will escalate but send the same email. I would like a PHONE CALL! I paid for insurance to cover if I needed to cancel, and it is not being honored!

  

  Business Response

  Date: 05/14/2024

  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:05/13/2024

  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.

  I recently booked two hotel rooms at an airport hotel for a trip, and I unknowingly was charged for Protecht *************** After contacting the hotel and Protecht, I was told I would be refunded for the trip protection and was sent two refund confirmation emails on April 24, 2024 that said I would be refunded "as soon as possible." As of May 13, 2024, I still have not received a refund for either charge. I tried calling and emailing the numbers and email addresses provided on their website and have been sent in a circle without being able to talk to an actual human or submit the confirmation numbers to confirm the refund. They are intentionally giving customers the run around and making it impossible to speak to someone to actually collect the refund, despite the email confirmation.

  

  Business Response

  Date: 05/14/2024

  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:05/08/2024

  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 wanted to attend a sci fi convention Comicpalooza in *******, ** and due to work related I can't make it. This company had me fill out paperwork and denied me because I wasn't going out of state. I want my money owed and not go through games and hoops!!

  

  Business Response

  Date: 05/09/2024

  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

• Initial Complaint

  Date:05/08/2024

  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.

  Date of transaction: 4/17/24 Amount $51.18 This was for protection for a trip to ****** to go to ********* on May 4, 2024.I was not able to take my trip to ****** due to severe weather and flooding in my neighborhood.I have been told the information I have provided to the company to get reimbursed for the money I spent for my trip was not sufficient enough for them. I feel they are just giving me the run around. And are just not wanting to reimburse me for the money I spent for my trip.

  

  Business Response

  Date: 05/09/2024

  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: 05/09/2024

  I received an email from Fanshield saying the documation that I sent them was dated 2013. That is not correct. I do not know where there refund team got that date. I told them there is no documentation that says that the roads in my neighborhood were closed. Again, I told them that my husband and I were not able to take our trip to ****** becuase we were flooded in, in our neighborhood. We were not able to get out of our neighborhood until Sunday May 5, 2024.

  

  Business Response

  Date: 05/16/2024

  Hello *****, 

  Thank you for reaching back out with your additional concerns. Your request has been reviewed by management and we will be reaching out within the hour. 

  Best Regards, 

  Protecht/FanShield 

  Customer Answer

  Date: 05/18/2024

  
  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:05/05/2024

  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 purchased thier insurance on tickets for an event at **************** that was happening on May 3, 2024. (I bought the tickets April 7, 2024). I'm a cardiac patient and disabled veteran. When I fell ill as a complication of my disabilities as an unforseen circumstance, I was denied refund because I would not provide a doctor's note. I belive this to be a serious HIPPA violtion and abuse of a protected group. Please advise.

  

  Business Response

  Date: 05/06/2024

  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

  Customer Answer

  Date: 05/06/2024

  
  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. If it is nor resolved to my satisfaction I will be following up on this matter.
  
  Regards,
  
  ***************************
  
   
  

  Customer Answer

  Date: 05/23/2024

  Reference complaint #********. The bsiness was supposed to contact me with a resolution. They declined to refund my money even though I didn't get to go to the event and was charged for ticket price ($61.56) and insurance (-$7.98) payments posted to my account on 4/8/2024.
  

  
  

  

  Business Response

  Date: 05/23/2024

  Hello ******, 

  We appreciate you reaching back out. One of our dedicated agents has reached out again to offer assistance. We look forward to speaking with you. 

  Best Regards, 

  FanShield/Protecht 

  Customer Answer

  Date: 05/31/2024

  I did not recieve a refund for my tickets. This company is a scam. Airlines and hotels are glad to refun with insurance. Apparently this insurance company has had other complaints on the internet.

• Initial Complaint

  Date:05/02/2024

  Type:Order 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.

  4/11/24 created a hotel reservation through protecht Inc. Itinerary #H8273937 . The reservation was canceled that day related to car trouble. Hotel was contacted and cancellation #******** was given. Submitted my refund request and supporting document 4/12/24. The only way to contact a service representative is through email. A voice option is not possible. The emails send you a link that send you in circles and claim a representative. Will contact you in three days. After three weeks I still have had no contact from this company, and no resolution to my refund request .

  

  Business Response

  Date: 05/03/2024

  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:04/25/2024

  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.

  Protecht Refund Protection Plan is a Scam! April12,2024 made reservations at *********** in ** for two nights. Believing we were on the actual Hotel website we made and confirmed reservations which came with Free cancellation up to the date of arrival. After receiving email confirmation we realized there was a problem. Special fees of $175.74 and a Refund Protection Plan for $39.84 that was not noticed when making reservations. We cancelled this reservation within two hours of original reservation. Statement showed credit of all but the Refund Protection Plan. Went to Protecht website and went through the ridiculously long process of requesting our money back. They require uploading of your original reservations (which they obviously have) and then make you choose a reason for cancellation, non of which are simply Cancellation. They offer Death, Pregnancy and other odd reasons. After multiple emails, Refund Advocate RaaS states that they still need documentation for cancellation. On top of ridiculous Fees this Protection Plan should not be allowed without complete transparency. Similar to the old ***** Maintenace Agreements. Everyone should get their money back!

  

  Business Response

  Date: 04/26/2024

  Dear *******,
  
  Thank you for providing this information. 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

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service 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 a show. I bought the extra insurance because I never been to ***. I got injured a week before the show. I asked for a refund because I paid for the protection plan. They refuse to refund my money because I don't have a doctors note. I am 47 years old. I don't need a doctors note to proove I'm injured. That's 1 of the reasons I paid for the protection plan. They refuse to refund my tickets. Thank you.

  

  Business Response

  Date: 04/25/2024

  Hello *******,

  Thank you for providing your feedback regarding your experience with us. We've addressed this matter and will communicate with you directly via a private channel.

  Best Regards, 

  Protecht/FanShield