Complaints
This profile includes complaints for Protecht Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 167 total complaints in the last 3 years.
- 59 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/23/2024
Type: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.
Purchase Tickets for Foodieland event in ******, Tx on Saturday April 20 2024.In the purchase, I added a FanShield protection package. Just in case anything happens as ex (Sick, Death in the family, Extreme weather or etc...)In the ***, we experienced a major thunderstorm/flooding all over the DFW metroplex.Several roads and highways were flooded or closed.I myself located in the grapevine/flower mound tx area and had to drive to downtown ****** during that time. It was a heavy thunderstorm that was being warned on the local news and even the weather channel. I was not able to reach the event location because some of the roads around the area were flooded or were blocked due to car accidents. near the ********* area. I request for a refund from this company and they refuse to process a refund and want more information on why I' m requesting a refund. I explain due to extreme weather conditions. This is public information and I just want my refund for an event that I couldn't subject myself and my family due to harsh weather conditions. Thank you.
Business Response
Date: 04/23/2024
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:04/12/2024
Type: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.
Their product - Fanshield - was advertised after purchasing concert tickets. The service was advertised as an inusrance policy should something happen and I can no longer make it to the event. The product, however, was far more specific than anyone could even imagine. It only covered extremely specific situations and demanded documentation. My event was postponed and I will be moving before the new date because of my wife's job. They wont cover it unless my wife's boss - the Chair of Pediatric Medicine - write a letter in the hospital's letterhead that she is no longer able to attend the Disturbed concert due to getting a job over 100 miles away. I cannot - in good faith - take away a doctors time like that. Especially when I already provided the company proof of employment. I just feel cheated, scammed, and abused. Especially with how their customer service is set up. The whole experience was just awful. And I am not alone - tons of reviews have been posted about this company.Business Response
Date: 04/15/2024
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/FanShieldBusiness Response
Date: 04/15/2024
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/FanShieldBusiness Response
Date: 04/15/2024
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/FanShieldBusiness Response
Date: 04/15/2024
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/FanShieldBusiness Response
Date: 04/15/2024
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/FanShieldBusiness Response
Date: 04/15/2024
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/FanShieldBusiness Response
Date: 04/15/2024
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/FanShieldCustomer Answer
Date: 04/15/2024
I am still pending a resolution with this business. I will accept the response once I feel the appropriate steps have been taken.Business Response
Date: 04/24/2024
Hello,
We've addressed this matter and will communicate with you directly via a private channel.
Thank you,
Protecht/FanShield
Customer Answer
Date: 04/29/2024
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 performed the resolution and this matter is now resolved. I appreciate the BBB for assisting me with this issue. I also appreciate Fanshield/Protecht for their willingness to work on this matter and to come to an effective and fair resolution.
Regards,
***************************
Initial Complaint
Date:04/09/2024
Type: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.
We would like to report Fanshield. and we really need your help.We purchased 4 baseball tickets with refund protection plan on the *** site separately. 2 of them were purchased on 3/1/24. Other 2 were purchased on 3/29/24. Unfortunately, 2 of my family member can't come to *********** at that time from *****. I have requested a refund for 2 tickets, bought on 3/1/24. However the protection plan doesn't work. They refused our refund requested by email. We contacted Fanshield costumer support by phone and sent email to help support over 5 times and tell them that we want to speak to their supervisor. But they ignored our requested. They sent us an email about protection cancel information. We tried to cancel our protection plan by online. But they expired our tickets' protection plan and we can't cancel by online. We contacted to Fanshield costmer service again. They were saying all the time same, DO NOT WORRY WE WILL TAKE CARE! But nobody care and nobody contact us. Just sent email like a spam message all the time. We trust *** site, because its the official site. However, This is like a scam! We would like to get back our money for refund protection plan. we appreciate your cooperation.Business Response
Date: 04/10/2024
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/FanShieldCustomer Answer
Date: 04/11/2024
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:04/09/2024
Type: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.
We had to move my son and daughter in law (who live three hours from us) within two days of closing on their house, which fell during the timeframe of the tickets I bought this insurance for. I was denied even though the realtor supplied a letter stating the situation.Business Response
Date: 04/10/2024
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/ProtechtCustomer Answer
Date: 04/10/2024
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:04/08/2024
Type: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 for a refund protection on March 8, 2024. I was injured on 3/15/24. I requested a refund and was told that it was denied because it looks like your refund request was denied due to: The reason preventing you from attending occurred prior to the protection plan being purchased.Business Response
Date: 04/09/2024
Hello *****,
Thank you for providing your review and feedback. One of our dedicated agents will be in contact through a private channel to best assist with your request.
Thank you,
Protecht/FanShield
Initial Complaint
Date:04/04/2024
Type: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 5 I made reservation H8074553 for The Oberlin for two rooms Apr. 28 for one night. The hotel says it was an Expedia booking. I never received a confirmation email from hotelplanners.com where I made the booking, but heard from Protecht, which I'd never heard of, saying I had bought a refund protection plan from them. (Why would I? The room was cancellable until April 26.) The email was very hard to grasp but it had details of the reservation, noting it was fully cancelable, but also said I had a $60 protection plan. I called them at the time and received an obfuscated response. Today I tried to cancel the booking and since I had no booking email, called the number the hotel gave me. The person there cancelled the rooms but said she could not cancel the protection plan and gave me a different number to call. She also finally sent me an email with the actual booking in it, which came from bookonline.com, though she said the company is actually Hotel Reservations, which is in *************** **. Protecht claims to have a cancellation process online but when you try to follow it, it asks you to state why you're cancelling before it can be processed. One of the reasons -- I kid you not -- is your own death. Cancelling something you never approved in the first place? Not on the list. I have not yet seen a charge but presumably they were hoping I'd forget since a) I never received a confirmation email b) when I told them I'm a journalist they hung up c) the email about the refund protection plan is incomprehensible so someone less stubborn than me might have just accepted they should pay $60 for a plan they never agreed to for rooms that were fully cancelable anyway. The people who answer the phone at Hotel Reservations have clearly been told to pretend they have nothing to do with Protecht but I think they're part of the same company. I will be watching my credit cards very carefully and assume and hope that what they're doing is illegal.Business Response
Date: 04/05/2024
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/ProtechtInitial Complaint
Date:04/03/2024
Type: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 company, in conjunction with BookOnline reservations, manipulates, hides, and cheats people out of their money. I had no idea that I was not at the authorized hotel website when making a reservation for ********** **.A two night stay that should have been about $350 with tax, is $480 by their scam. Numerous emails and calls lead nowhere. Online cancellations have some crazy acceptable excuses limitation with documentation. (None of which include ripped off by wormhole).Very frustrating. Senior citizen remorse.Business Response
Date: 04/04/2024
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: 04/04/2024
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:03/22/2024
Type: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.
Typed in hampton in ************* ** in ******* 1st website that pops up says ******************************** in address bar ends up being bookonline.com Misleading and disgusting. Booked room for 2 nights. Said ****** a night. Nothing about refund protection program. Or the absurd other fees. Booked and was charged ****** dollars. Class action lawsuit is what this company should have in store! Bookonline refunded ******, but told me to call protecht for refund program money. Apparently 2 different companies recieved money from my credit card. Boooled online through priceline 5 minutes later for ****** dollars! It is pure decept. I want my money back or I will continue this.Business Response
Date: 03/25/2024
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
Business Response
Date: 03/25/2024
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:03/19/2024
Type: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 8th, I booked a reservation at a Courtyard Marriott for a weekend trip to **. I received a confirmation email from a company called "Bookingonline.com". I pasted the confirmation email below. It clearly states that it's NON-REFUNDABLE but included a refund protection policy charge. When I tired to submit a claim, I started getting emails saying that the home protection policy I chose requires documentation. I feel that I was a victim of a fraud as they clearly have no intention of ever refunding anyone's money.Hotel Reservation Confirmation - Itinerary Number: H8089584 Itinerary Number:H8089584 Status:Confirmed Guest Name:*********************** Rooms:1 room for 2 nights Check In:March 29, 2024 (Fri)Check In Time: 3:00 pm - 12:00 am Check Out:March 31, 2024 (Sun)Check Out Time: 12:00 pm Hotel:********************************************** ********************************************************************************** near Exit 8a (74) on *********** (~0.6mi)Cancellation Policy:NONREFUNDABLE The following policy was agreed to at 9:39AM CST on 08-Mar-2024 at the time of booking, from IP address 108.7.187.207.Refund Protection:Refund Protection Plan Number 4f524141-0053-0000-035b-a9181a95dc4b Submit a Refund Request The above plan was chosen at 9:39AM CST on 08-Mar-2024 at the time of booking, from IP address 108.7.187.207.Business Response
Date: 03/21/2024
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/ProtechtInitial Complaint
Date:03/03/2024
Type: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 for a Broadway show in our town for me and my 8-year-old daughter. At the checkout I was offered to get an "insurance" in case of being unable to attend. Since it is winter in ****** and there has been a lot of various going on and kids being sick a lot, I figured maybe I should just pay $8 for peace of mind.No one got sick in our family, thankfully, however, the night before the event we had winter storm along with a snowstorm. We lost power in most of the town for a long time due to severe damage from fallen tree and other objects. I was not able to manually open the garage where my car was to get out timely. A friend of mine wasn't able to come to my rescue because of multiple accidents on the roads due to the road conditions and lack of operating traffic lights.This, what I now see is, scam company tells me that they are not going to reimburse me because there was a state of emergency issued. If that was the case, the even would have been cancelled, and I wouldn't need their insurance. I purchased an INDIVIDUAL insurance for PERSONAL circumstances, not for a statewide shut down. I am attaching my communication with this business where I provided screenshots (which took me forever to find all the support i provided) of the National winter weather advisory and the local weather notification, which obviously are issued when the government determines that there is risk of damage or life threat.Business Response
Date: 03/04/2024
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
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