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:02/26/2024

  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 booked hotel on line2/24/2024, ****** , ***** ******* airport hotel. I booked on line , ******** price was $238.43 night booked 2 nights, non refundable , I knew I was not canceling. Went to checkout put in credit card info ******** cost and checked out. I received email right after confirming booking and cost was $766.26. Extra cost said tax and recovery. I then sent email to there support asking what extra cost was for. response was ticket has been issued , will get back to you. Next morning I called there support number ************ asking same question. Person on phone said they could not answer but will put in a ticket and they will respond 24 hours. I went on protecht.com site to cancel, it asked why gave 3 options. I chose I did not know I had signed up for protection, only to book room. Email I received from stem said cancelation confirmed refund of ***** will be processed. I would like full $238.43 refund . Should I cancel my room reservation and book at another hotel and contest credit card bill?Thank you *************************

  

  Business Response

  Date: 02/26/2024

  Thank you for contacting us through BBB.

  Your experience matters to us. HotelPlanner and its affiliated companies have engaged Protecht to run its refund protection.  We do not have any other involvement with the booking or any other fees or services provided to you upon your purchase. As your complaint states, your hotel purchase did include a refund protection fee of $68.00 that allowed you to cancel the booking for the reasons described in your refund protection email confirmation. When we learned that you did not intend to purchase that, we voided the protection and initiated a refund for the total amount for the protection right away. Unfortunately, we do not have any visibility or control over any other fees or services provided to you and regretfully cannot assist any further with those. Please contact the online travel agent directly for more information.

  Customer Answer

  Date: 02/27/2024

  response was from hotel booking site. 
  Pro techt is company that does not allow total refunds within a 24 hour, or even a 1 hour opportunity. 
  my bill received is for $766.26 for 2 night hotel room stay. Room rate I was quoted is $****** night. Balance is what was stated at tax recovery. At ****** night. 
  either booking group collects money and hands off to pro techt or pro techt receives my money and hands off to hotel.
  when booking room only amount that showed up was room rate, after supplying credit card and confirming booking for 2 nights at ****** night. I received a email that showed amount charged was $766.26. As soon as I saw that I questioned what it was for both email then in morning with phone call. Both never answered.

  booking company has to be working with pro techt, so they have responsibilities.

  the response from booking company looks like they say they have no control over other group.

  one of the 2 has to be accountable..

  yes when I went on pro techt site and hit refund again a blind opportunity to see what that meant, so refund on $289.89 is $68.00. Balance is kept on there part . Why would someone need ****** insurance on a ****** night room.

  I would like to see response from pro techt!

  deception is all I can say.

  thank you for your help

  *************************

  

  Business Response

  Date: 02/27/2024

  Hello *****,

  Thank you for contacting us through BBB. Your experience matters to us. HotelPlanner and its affiliated companies have engaged Protecht to run its refund protection. We do not have any other involvement with the booking or any other fees or services provided to you upon your purchase. As your complaint states, your hotel purchase did include a refund protection fee of $65.17 that allowed you to cancel the booking for the reasons described in your refund protection email confirmation. When we learned that you did not intend to purchase that, we voided the protection and initiated a refund for the total amount for the protection right away.

  Unfortunately, we do not have any visibility or control over any other fees or services provided to you and regretfully cannot assist any further with those. Please contact the online travel agent directly for more information.

  Thank you,

  FanShield/Protecht 

• Initial Complaint

  Date:02/16/2024

  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.

  Purchased the refund protection plan, business will not refund my money as I am unable to travel. Refund was requested same day as purchase.

  

  Business Response

  Date: 02/20/2024

  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

• Initial Complaint

  Date:02/05/2024

  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.

  On January 26th, I placed a reservation for a hotel stay at the Hilton ************ in ************, ******* for 3 of my business partners. I purchased the additional protection plan on the Hilton website from FanShield, just in case these partners couldnt make this trip at the last minute. On Tuesday, January 30th, I was informed to cancel the reservation as they were not able to go. I went to my email/ receipt and requested the cancelation. I received an immediate response back that this was in process and I would hear back. Later that day I received another email requesting more info. I sent an email requesting what info was needed as I already provided the receipt for the hotel stay. I called the number on the receipt/email and spoke with *******, she told me she took down my notes and someone would call me. On Friday, February 2nd I called the number again, I got ******* again who told me she took down all info and someone would call me back. She also said I could send a note to the helpdesk email. ******* told me I would hear back in 3-5 days. I hung up with her and sent an email. I called the hotel, to ask if my reservation had been cancelled that week prior and they told me it had not, that we were a no show. She told me she could not do anything in the system for my reservation as it was tied to a 3rd party. She told me I would have to contact them. I called Protecht again today and was able to talk to ******** and ********* who told me someone would call me back. They said they were sending this info up to the right person in the correct department. I asked who that was and what department. She kept repeating to the right person in the correct department. I have still not received a call or email back. This has been almost a week Tomorrow and I still have not heard from anyone about my claim. Please help!

  

  Business Response

  Date: 02/06/2024

  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: 02/26/2024

  I apologize for not responding to your follow up regarding complaint ********. I have been waiting for the response back between Hotel planner that I was told to go to from protech **** Protech has told me that they would not refund us for our reservation at the hotel and that we would have to go through Hotel Planner as they were the 3rd party who the hotel was booked through. When I tried to reach out to the hotel, they stated that they could not cancel the reservation as there was a third party involved. Protech says they cant honor the insurance because this was for a business trip. They say had I booked for a personal trip and had to go on a business trip they would take care of this refund. However, because it was booked as a business trip and had to be changed for the business, they would not cover it. I have played back and forth with all the correct emails, copies of policies and responses with both companies and they continue to place blame other places rather than helping the business that paid for the coverage to cover ourselves in case of changes. As I read all the comments passed comments on your site and in reviewing them online, there is a big problem with this company. First, they tell you that you need to show proof that you paid for their coverage. They know there is no way for you to do that, as on your statement it does not give the details for the Fanshield coverage it is in the total of the hotel reservation receipt. When I gave them proof of my coverage (I had a screen shot from the purchase that day), they then told me that all the names of the people I said I spoke to, were not their employees and that I must have called the wrong place. I told them, I would be happy to get on a 3-way call with them to call and talk to the same person I spoke to 3 out of the 5 times I called during the week that I was getting zero responses from them from phone call or email. At this point, I have several emails from Hotel planner and protech telling me to go back and forth through each of them. They do not plan on covering this charge even though I have provided and done everything that I was asked to do from the beginning from their email responses. This is super disappointing that in the US we have businesses that are scamming people repeatedly and continue to get away with it. This coverage was on a HILTON website to buy protection when I was placing the reservation for our hotel stays. It appears they get one person repeatedly because you are on a trusted website trying to do the right thing for your business and get taken advantage of. I am denying that Protech has done everything that they should have to take care of this situation. Please reach out to me for any correspondence needed to investigate this company. I do lots of travel planning in my career and this is the first time I have ever encountered a business like this.

  

  Business Response

  Date: 02/27/2024

  Hello *******,

  Thank you for providing additional information regarding your refund. Our management will be in contact through a private channel to discuss the further steps taken to assist you in the matter shortly. 

  We sincerely appreciate the follow-up and you will hear from us soon. 

  Thank you,

  Protecht/FanShield 

  Customer Answer

  Date: 02/28/2024

  
  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:01/25/2024

  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.

  This insurance is absolutely pointless and the terms of even requesting a refund are excessive. We booked a hotel room for a fun date night (this weekend) and within hours of booking found out that my grandmother was not feeling well and would not be able to watch our kids. I called and spoke with a protecht representative who told us that all would be refunded and that he needed to call the hotel, right then, to cancel the reservation. After that he came back on the phone and said that the hotel agreed to the cancellation but that I would need to fill out a form to request the refund from Protecht. I received the email and followed the steps - I even sent in my grandmothers discharge paper work (this being the excessive requirements of their refund policy) showing that she had been hospitalized for 3 days due to having a stroke just 2 weeks ago. The denied our request because she was not currently in the hospital. This company is an absolute scam!! Not only are we out our almost $300, but our hotel room is also cancelled which means we couldnt even go if other arrangements could be made for childcare! They STOLE our money!

  

  Business Response

  Date: 01/26/2024

  Dear *****,
  
  Your valuable experience and feedback are of utmost significance to **, 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 

  Customer Answer

  Date: 01/26/2024

  the company did reach out and once again said that I needed to provide a doctors note with the date range between our reservation being placed and the reservation date its self. This is beyond excessive - I should not have to jump through hooos to get my money back when I PAID FOR REFUND PROTECTION!!!! 

  

  Business Response

  Date: 01/29/2024

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

  Customer Answer

  Date: 02/05/2024

  I will not accept this response from the company until I have received a full refund. A team member has reached out and we are awaiting our refund. When it comes through, I will gladly close this case. Until then, I will ensure it remains open.

• Initial Complaint

  Date:01/23/2024

  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.

  On January 21, **** I made an online reservation for a hotel from September 6 thru September 8 ****. I selected my accommodations and entered my credit card info. Once I received confirmation from the hotel, I received an **************** email saying my card was charged $89.67 without my card being present. It turns out this company offers reservation cancellation protection. I did not authorize this purchase and was not given the option to decline.I repeatedly called customer service who does not pick up the phone. They sent me an email to decline the coverage, but I am afraid my hotel reservation will also be cancelled.I want a refund, don't want their refund protection and I want to be sure my reservation is intact.

  

  Business Response

  Date: 01/24/2024

  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: 01/24/2024

  
  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:01/16/2024

  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.

  on january 11 th ************************** purchasing hotel protection for $121.65 , i called the merchant on january 16th asking them what this charge was on my credit card, they said it was for protection on my marriot hotel booking ,i said this a mistake i accidentally purchased this service , they said that its ok i have 30 days to cancel , i said ok cancel it , they said i only could cancel thru the a email they sent me , i said i never got the email, they said there sorry but its the only way they could cancel it , i said really i need a email to cancel ? why cant i just call you at customer service ? so obviously there giving me a hard time about getting a refund and i still never got the email to cancel it

  

  Business Response

  Date: 01/17/2024

  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: 01/18/2024

  
  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:01/10/2024

  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 reserved a hotel stay processed by fanshield of the Protecht co. I was suppose to drive from ******* to *******, however, the weather forecast shows 2 bad winter storms for the dates reserved, so I tried to cancel my reservation and requested my refund, but fanshield suggested that wasnt a good enough reason. It was over $300 of which they kept. :/

  

  Business Response

  Date: 01/11/2024

  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:12/19/2023

  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.

  Fanshield is the company that provides refunds for the ICE event if a family cannot make it. My son is in the Air Force and cannot make this family event. they denied the refund of over $200. I am sure I am not the only family with this complaint. Maybe you can help.I emailed the company this:We purchased 4 tix to the ICE event at the ******* ***** Resort. My son who is active duty military (U.S Air Force Officer and fighter pilot) can not make the event so I tried to apply for a refund. My request was denied. I surly hope you are not denying a refund to an active duty and former active duty family.? Your denial will not end here. I will submit this to the BBB or local news channel and to social media.You are criminals for taking money and not providing the service you say you provide.***************************** ***************************************************************** ************ Dear ****,We regret to inform you that a refund is not available based on your request.The protection you purchased only provides a refund for the specific reasons listed in the terms. In your situation, a refund is unavailable because: the Loss occurred prior to the Effective Date of your Policy.Coverage begins at 12:01am at your location on the day after Purchase Date, indicated on the Confirmation of Coverage, provided that all applicable premium has been paid. We reserve the right to reject any requests.If you have reason to believe that our understanding of the facts is in error, or you have additional supporting documentation, please contact us immediately, and we may be able to re-examine your refund request if you are still within the allotted 90-day window.Sincerely,FanShield Refund Advocate ************ *******************************

  

  Business Response

  Date: 12/19/2023

  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:12/13/2023

  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.

  On December 6, 2023 I booked a set at a seminar in *****, and a room at the hosting hotel property, to be held on Jan 9 to 11, ****. This was put on my company credit card, and all expenses come through on Concur, which we use to file expense reports.I am 100% certain I did not knowingly select any protection/insurance offered by Protecht, but a charge for $78.79 has appeared in my Concur expenses. I have tried calling and emailing Protecht several times, to get a receipt, and up to now have been unable to reach anyone who can help with this simple request.Now I not only looking for a receipt, but also a refund for the insurance, because I am sure I did not knowingly select their service. One would think getting a receipt is a simple request.

  

  Business Response

  Date: 12/13/2023

  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:12/04/2023

  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.

  Purchased the weather insurance for a large trip and read through fine print in detail. Weather caused the trip to be cut short which is clearly covered under the fan shield refund police. I have filed a claim which has been ignored. I reached out to their help email to be ignored, and was never able to be connected via phone. I am beyond frustrated and feel as if I was scammed

  

  Business Response

  Date: 12/04/2023

  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