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

  
• 

  Fanshield, LLC

  222 S Main St Salt Lake Cty, UT 84101

• 

  Protecht Inc

  3424 Via Oporto Newport Beach, CA 92663-3941

  
• 

  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:11/03/2023

  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 9/24/2023, I purchased tickets for my wife and I to attend *************************** (near *************) for Halloween celebrations on 10/20/2023. I purchased ticket insurance through this company, which clearly advertised the full purchase price would be refunded under certain circumstances, INCLUDING illness. Unfortunately, I contracted COVID 19 and we were not able to attend. I made a claim to this company online (email) on 10/19/2023 per its claim reporting policy. I received an email response stating they needed a "doctor's ***** documenting the illness. On the same date (10/19/2023) I provided a screenshot of my POSITIVE COVID HOME TEST via email. The company has failed to respond to that documentation, and my attempts to call them are met with a recording which then HANGS UP on you. I do not have a way to upload my email correspondence at this time but can supplement this file. If not resolved through BBB, I plan to file complaints with the *******************************, ** and OH *********** of ********** and the respective state Attorneys General offices for Consumer Protection.

  

  Business Response

  Date: 11/06/2023

  Dear ***,

  Thank you for sending this. We are thankful for the feedback and value you.  A member of our team will reach out directly through a private channel.

  Kind Regards,

  Protecht/FanShield

• Initial Complaint

  Date:11/01/2023

  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.

  Bought insurance for an event because I am a physician whose schedule can change. I was called into work on the day of the event and submitted my claim, thinking it was a valid reason for reimbursement. I provided documentation on official company letterhead confirming my work schedule. Ultimately, I was denied coverage because my situation did not fit under the explicitly stated coverage criteria, although my situation did not fit under the also explicitly stated exclusion criteria. The company chose to reinforce one aspect of the contract while intentionally ignoring the other aspect to get out of fulfilling the insurance policy. After a review of not only the policy but also the purchasing process, it is apparent this can qualify as false advertising, which is enforceable under the federal ****** Act. The company misrepresented the nature, characteristics, and quality of services.

  

  Business Response

  Date: 11/02/2023

  We deeply value your feedback, and we want to emphasize that your concerns have been meticulously documented. To ensure a prompt and effective resolution, a dedicated member of our team will establish contact with you through a confidential channel. We genuinely appreciate your input.

• Initial Complaint

  Date:10/31/2023

  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.

  Unable to attend event due to illness insurance did not refund ticket purchase

  

  Business Response

  Date: 11/02/2023

  We place great importance on your valuable feedback, and we want to stress that your concerns have been carefully noted. To expedite a thorough and efficient resolution, a dedicated team member will establish contact with you through a private communication channel.

• Initial Complaint

  Date:10/23/2023

  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.

  I paid this company money to insure my tickets in case something came up. My grandfather has dementia and was no longer able to go. I let company know but they said I need a dr **** from my grandfather saying he was unable ti attend. My grandfather's dr isn't allowed to disclose medical records or information. This violates hippa. I tried to explain that to the company. No dr is going to give an excuse to a third party. It's ridiculous.

  

  Business Response

  Date: 10/24/2023

  We greatly value your experience and feedback, as they are essential to us. Rest assured that your concerns have been genuinely heard. To ensure a swift and effective resolution, one of our dedicated team members will be in touch with you privately. On that call, we will discuss all available options to get us the documentation our insurance providers require in order to resolve your claim.

  Sincerely,

  FanShield

• Initial Complaint

  Date:10/17/2023

  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.

  I bought tickets to a concert that I was planning to go to on August 10th 2023. I bought Fanshield insurance just in case, which I understand is a product offered by Protecht inc.. I unfortunately got sick and was not able to go to the concert. I went to an urgent care center and got a document from them, showing that I was sick. I tried to file a claim, but they did not accept it and told me that I need to provide some kind of document from the doctor that the doctor specifically instructed me to not attend the concert. I remember telling them that I already gave them a document from the medical office that showed that I was sick and that their request was unreasonable and that if they did not refund me, that I would file reports about this. I have not heard back from them and that is why I am filing this report. I do not remember being told when buying the insurance that Fanshield specifically needs some kind of note that specifically says that I should not attend a specific concert etc.. Their request is ridiculous. I don't know whether they even have this stipulation in writing somewhere, but if they do, it is probably in some section in tiny letters, because to me this simply seems like a trick to get people to buy the insurance and then deny them payment. This is unacceptable and maybe even qualifies for false advertising. I am requesting that BBB help me get a full refund in the amount of $66.00 for my concert tickets. Thank You,*********************************

  

  Business Response

  Date: 10/17/2023

  Dear ******,

  Your experience is important to ** and we value your feedback. A member of our team will contact you directly to address these issues. You should hear from someone within the next ***** hours.

  Kind Regards,

  FanShield

  Customer Answer

  Date: 10/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have refunded me the $66.  However, if you feel that there is a case to be made for false advertisement, then I would be ok if you wish to investigate further etc.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:08/23/2023

  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.

  My friend and I were going To take her kids and grandkids to ******** kingdom July 10 and 11 so I made reservations. But we ended up canceling them on July 9th due to her mother being hospitalized. As we need to stay close to home. I purchased the insurance when making reservation so if something happened I wouldn't have to fight to get my money back. Well here u am fighting to get my money back.I have provided everything they have asked for and they denied my refund. Even though I canceled with in 24 hrs of arrival time. I just want my money back. Family emergencies take priority over anything else in life.Thank you *******************

  

  Business Response

  Date: 08/31/2023

  
  We have received your complaint concerning your claim. Your concerns are important to us, and we genuinely appreciate your feedback. Our team will be in direct contact with you to delve deeper into this matter and discuss it comprehensively.
  Thank you for taking the time to share your thoughts with us.

  Sincerely,
  
  FanShield 

• Initial Complaint

  Date:08/22/2023

  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 3 tickets for ************* wine fest plus the insurance just in case something were prohibiting me to go, which I have to work and cant make it there, the tickets were ****** plus ***** for the insurance, I have sent all documentation that was provided and the choice I made was that I will be working but not out of town all Im asking is for the above company to be held accountable for refunding my money, when the insurance was purchased there was nothing said for the stipulations of if we had to cancel, please help me in response to this matter

  

  Business Response

  Date: 08/23/2023

  We received your complaint regarding your claim. 
  We value you and understand your concerns and we will be contacting you directly to discuss this further. 
  
  We thank you for your feedback.
  
  Sincerely,
  
  FanShield 

• Initial Complaint

  Date:08/03/2023

  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.

  I bought a ticket to go see a band in *******, *************. I live in ********************, about 3 hours from the venue. There is severe weather heading through the area at the time I would have been driving. I bought ticket insurance just in case something arose and it did! There's going to be thunderstorms with quarter sized hail and wind gusts up to 60 MPH and I am not going to risk going for that long a ride. I requested a refund and have been going back and forth with this company for hours! They asked for proof, I sent them proof over and over again and they are still refusing to give me a refund. Total RIP OFF!!! I just want my money back and be done with these scamming thieves. Thank you.

  

  Business Response

  Date: 08/04/2023

  We received your complaint regarding your claim. 
  We value you and understand your concerns and we will be contacting you directly to discuss this further. 
  
  We thank you for your feedback.
  
  Sincerely,
  
  FanShield 
  
  

• Initial Complaint

  Date:07/19/2023

  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.

  The concert for ************************* was cancelled in ************. I paid for the protection plan, I was told by the venue to contact the company in question for the protection plan refund. So I did and they are refusing to refund me and anyone else who purchased the protection plan because it was cancelled. However I cannot go to the concert, nor was it anything I could control so I do not understand how they can keep these funds for an event that was cancelled out of my control!

  

  Business Response

  Date: 07/21/2023

  We are sorry that you were disappointed by your experience.  We are contacting you directly through a private channel to address your concerns.  Thank you for your communication.

• Initial Complaint

  Date:05/18/2023

  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.

  On November 3rd 2022 I purchased *********************** concert tickets that was to be played at the ***************** **** center on May 16th 2023. I also purchased ticket insurance only because I wasn't sure what the future may hold and though of having ticket insurance was great. Well not so. Upon arriving at the **** center and looking at the parking map provided I then found that it was a TINY parking structure for cars only. My daily driver is a F350 Crew Cab Dually. I then spent the next hour driving around town trying to find an outdoor parking lot. There were zero. Everything required a permit. Alas I made the decision to just turn around and make the journey home and not goto the concert (not that I had any other choice). On the way home my wife was trying to call Fanshield to get a refund since we had insurance, but they close at 4pm MST. The following day, 5-17-23 my wife called and spoke to one ***** at Fanshield. He was shocked that the venue didn't have outdoor parking for larger vehicles and proceeded to help file a claim. The process was easy until you had a dropdown box to explain the reason why you want a claim filed. Well obviously lack of parking via the venue wasn't on there so he told ** to use maintenance issues. Long story short, we were denied the claim beacuse parking isn't covered. I personally think there should be exceptions expecially since i DID pay for a parking pass via the **** cener than states ON the map Parking Lot 46, NOT Parking Structure 46. So that was deception from the beginning and I was the victim. The ticket price was ****** and $10 for parking. I personally believe I should be refunded because this is no dofferent than *** parking. A venue nor its insurance should deny parking to anyone because of race, creed, dissability nor vehicle type.

  

  Business Response

  Date: 05/18/2023

  We empathize with you and thank you for this message.  Unfortunately, as you noted, the insurance company that underwrites the ticket protection product you purchased only allows us to release benefits for a specific list of situations, as communicated in the ticket protection policy provided to you upon purchase. Nonetheless, we value you as a customer and welcome your feedback.  We will reach out to you directly via a private channel to address the matter further.  Kind Regards, FanShield

  Customer Answer

  Date: 05/18/2023

  
  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,
  
  *******************